Sending your phone or laptop for repair? What to photograph and write down first, so you are not blamed for damage
Updated · 5 min read
Before you hand over a phone or laptop for repair, photograph the screen (switched on and off), the back, the edges, the corners and the ports, note the serial number or IMEI, and ask the shop to write the faults and any existing marks on the receipt or repair form. If you post it, photograph the device and the packaging before you seal the box. Do all of this before you hand it over, because afterwards you cannot show what state it was in.
These photos do not decide who is responsible if something goes wrong: that depends on the repairer's terms, your warranty and the consumer rules where you live. But "a scratch on the screen that was not there before" is much easier to discuss when you have a dated photo from before. This is general advice, not legal advice, and a repairer's requirements may differ.
What should I photograph before handing it over?
1. The front with the screen on, so any dead pixels, lines, burn-in or cracks show, then with the screen off, so scratches and chips show.
2. The back and all four edges, in even light, without a case.
3. Each corner up close, since dents and chips are most common there.
4. The ports, buttons and the camera lenses, and the keyboard and hinge on a laptop.
5. The fault itself, if it can be shown: a photo or a short video of the flicker, the lines or the part that is not working.
6. The serial number or IMEI, shown on the device (on an iPhone, in Settings under General and About) or printed on the back, and the repairer's receipt or case number once you have it.
What should I write down?
- The model, the serial number or IMEI, and the colour and storage size.
- The faults you are reporting, in your own words, and what you are asking them to fix.
- Any marks that were already there, listed one by one.
- What you are handing over: the device, the charger, the case, the SIM or memory card. Better to take the SIM, case and accessories out and keep them.
- The date, the shop and the name of the person who took it in.
What should I do with my data and accounts first?
Back up first: a repair can involve a reset or a replaced part, and the data may not survive. Then check what the repairer needs. For an iPhone or iPad, Apple's support page for preparing a device for service says to back up and to turn off Find My before service; Apple may not repair a device while it is on. The exact menu path depends on your iOS version, so follow Apple's current page or the repairer's own instructions. For a laptop, sign out of your accounts and ask whether they need a password or a passcode, and whether you can remove your own storage or encrypt it.
Do not give a password or a passcode to a repairer without thinking about it: ask whether they really need it, and change it afterwards if you gave it.
What should I ask the shop to write down?
Ask for a receipt or repair form that names the device and its serial number, the fault you reported, the repair they will do, the date, and a note of any existing damage. If they use their own check-in photos or notes, ask for a copy. If the shop will not note the condition, your own photos taken just before are the record you have.
What if I am posting it for repair?
Follow the repairer's shipping instructions first: some give you a return number, a specific box or a prepaid label. Photograph the device in the box, the packaging from several sides and the label before you seal it, and keep the tracking number and the receipt from the carrier. When it comes back, open it with the camera running or photograph the sealed box before you open it, then check the device against your before photos.
What should I do when I collect it?
Check the device in front of the staff before you leave: switch it on, test the fault they fixed, and compare the screen, the edges and the corners with your photos. If something is new, point it out and photograph it at the counter, and ask for it to be written down before you sign that you have received it. Do not assume a problem will be accepted later.
How do I show when my photos were made?
The iPhone Camera saves the date and time inside each photo, but a chat app or an email may strip it. Check that your phone's date and time are set automatically so the saved time is right. A date printed on the image itself stays visible wherever the picture goes.
Frequently asked questions
- What photos should I take before sending my phone or laptop for repair?
- The screen on and off, the back, all four edges, each corner, the ports and buttons, the fault itself if it can be shown, and the serial number or IMEI. Take them before you hand it over or seal the box.
- Do I need to turn off Find My before a repair?
- For an iPhone or iPad, Apple's support page says to back up and turn off Find My before service, and Apple may not repair a device while it is on. The menu path depends on your iOS version, so follow Apple's current page or your repairer's instructions.
- Should I give the repairer my passcode?
- Ask whether they really need it. If you give it, change it afterwards, and back up and sign out of your accounts first where the repairer allows.
- What if the device comes back with a new scratch?
- Point it out and photograph it at the counter before you sign that you received it, compare it with your before photos, and ask for it to be written down. What the shop owes you depends on its terms and local consumer rules.
- Will these photos guarantee the shop pays for damage?
- No. It depends on the repairer's terms, your warranty and local rules. Dated photos only make it easier to show what the device looked like before.