Frequently Asked Questions

Here we’ve collated the questions we get asked most frequently as well as some that we think you might understandably want to ask about hiring UBLF.

If you have questions about what we do or how we might be able to help with your specific device or issue, check out Our Services or drop us a line and we’ll be happy to look into it.

Quick Links

How do I contact you about a quote or repair?
How and when do I pay for my repair?
Who pays for postage?
Can I drop-off my device?
How should I package my device?
Are you able to provide assistance remotely?
If you can’t fix my device, do I still have to pay?
Why can’t you fix some Apple products like iPhones?
Can I send you replacement parts along with my broken device?
How long will I be without my device?
Can I track my repair?
Do you offer a warranty?
You replaced my screen and now it is cracked again, is this covered by warranty?
You say you offer data recovery services, what does this cover exactly?

How do I contact you about a quote or repair?

The best way to contact us is via email at: e1929491918e9395a1949284839384808a8d8e9784878899cf828e8c

Supplemented by our ticketing system, this ensures a single continuous thread of written communication (including the attachment of any relevant media) and the ability to track the progress of any subsequent repair work carried out from a persistent source.

How and when do I pay for my repair?

We ask for payment on completion of the repair, prior to returning your device to you.

We will issue you an invoice based on your quote and any additional costs (these will have been discussed with and approved by you).

Once paid, we will post your device and you will receive any tracking information provided.

Who pays for postage?

The cost of postage is covered by you, the customer. We want you to have control over how you send us things for repair (and how you receive them back from us), especially when it comes to your choice of courier and the level of insurance you are comfortable with. We could tell you that postage is ‘free’ but all this would really mean is that it is included in the price you pay in a less transparent way, and that you have less control over the details. We will use the same (or an equivalent if unavailable) courier service to return your device to you with this cost clearly displayed in any quotes and subsequent invoices. For more information, please refer to our Terms of Service.

Can I drop-off my device?

It is not currently possible for us to receive devices for repair directly however there are options available for your to have your device collected if a door-to-door service is preferred.

How should I package my device?

The best packaging to use to safely and securely send us your broken device is the packaging it came in when you bought it. This was designed specifically to get it to you in one piece and so should do the same job getting it to and from us (we will always use the packaging you send us the device in to return it to you).

If you haven’t got the original packaging then you should make sure you use an appropriate amount of padding and protection to ensure the device doesn’t arrive to us in a worse state than we are expecting as this may effect the cost or feasibility of the repair - if things don’t match-up on your devices arrival inspection we will inform you immediately and will not proceed with the repair until we hear back from you.

In most cases we are able to provide you with appropriate packaging materials (charges apply) should you wish, just let us know and we will include this in your quote.

Are you able to provide assistance remotely?

In most cases this won’t be possible as the most efficient way for us to help is to be hands-on with the device in question. If we think we may be able to help you remotely, we will let you know after your initial contact.

If you can’t fix my device, do I still have to pay?

This is a fair question and we understand why you might feel that if your device hasn’t been fixed, that you shouldn’t be charged. We understand because, just as it’s not a worthwhile use of your money, it’s not a worthwhile use of our time.

We aren’t in the business of posting broken electronics back and forth; we want to fix things just as much as you want them fixed!

This is why prior to accepting your device for repair we ask for as much information as possible (including photos) demonstrating your issue so that we can assess the fault, provide a more accurate quote and maximise the chances that we will be able to help.

1. In the first instance, all you need is some advice that (in most cases¹) we can provide free of charge without you needing to send us your device
2. We are able to fix your issue or whether you might be better off pursuing other courses of action such as contacting the manufacturer²
3. In our professional opinion it is uneconomical to attempt a repair³ (we will provide you with a quote either way)

If you proceed to send us your device for repair and the repair is unsuccessful, a diagnostics fee will be charged as stated in your quote. This covers our time spent working on your device, thoroughly investigating the issue, including any necessary disassembly, diagnostics and testing that we carry out. We will provide evidence of this work and any information duly uncovered (as this may be of value to you) and will return your device in the state in which we received it. Please see our Terms of Service for more information.

Why can’t you fix some Apple products like iPhones?

It’s not that we can’t fix them, or even that we don’t want to - we would really love to! It’s just that Apple’s current policies toward independent repair shops and people fixing their own tech make it unfeasible for us to offer at this time.

You can read more about the kinds of things we are referring to here.

Can I send you replacement parts along with my broken device?

If you’ve done enough investigation yourself to pin-point the issue and even taken the initiative to source a replacement part - respect, you’re our people! 🤜🤛

Generally speaking though, we caution against picking up spare parts ahead of time as frequently repairs can be done in-place with the original parts, potentially resulting in a more resilient fix. Often this is because a few pence worth of subcomponents have gone bad on a part that is otherwise in good shape. Sourcing quality spare parts can also be precarious with a sea of parts of dubious origin and quality out there.

We also aren’t able to offer a warranty for our work or parts that we haven’t supplied. See our Terms of Service for more details.

How long will I be without my device?

We will always give you an estimate of turnaround time with your quote and keep you updated as work progresses. Timescales can vary dependent on the specifics of a fault and spare part lead-time (if required). See our Terms of Service for more details.

Excluding postage times, we would expect most repairs to be done within a week. If you need your repair done quicker talk to us as we may be able to accommodate (or if not, point you in the right direction) however we make no guarantees.

Can I track my repair?

Your repair will be tracked at every stage, from arrival in the workshop, through diagnosis and repair. Our ticketing system runs through the email thread started when you first reached out and every update will appear there.

Do you offer a warranty?

Yes we do. See our Terms of Service for full details but in short: we offer a 90 day limited warranty on our work. If you have any doubts or issues, reach out and we'll do what we can.

You replaced my screen and now it is cracked again, is this covered by warranty?

Cracked screens are not covered by warranty unfortunately as there are too many unknowns to provide a guarantee. Even so, if it has gone again after just having it fixed, drop us a line as we may be able to offer you a discount on the next one.

You say you offer data recovery services, what does this cover exactly?

Data recovery is more of an art than a science. Conversely, we don’t have the sci-fi NASA-style clean rooms required for forensic data recovery either so we want to set expectations. If it’s a case of accidental wiping or deletion or partitions in a pickle, we may still be able to help!