Describe the problem clearly
Write down what happens, when it started and whether anything changed beforehand, such as a drop, a spill, a power cut or a software update. Note any error messages or warning lights exactly as they appear; a photo of the screen or the printer’s display is very useful. If the fault comes and goes, describe when it tends to appear.
Record the model
Find the brand and model on the label underneath a laptop or on the back of a printer. The serial number label also identifies the exact version of the device, which matters when parts are needed.
Back up your data
Before handing over a laptop, copy important files to an external drive or cloud storage if the computer still starts. Repairs and part replacements can involve the storage drive, and files on a failing drive may not be recoverable. If the laptop does not start at all, tell us when you bring it in that the data on it is important.
Passwords and accounts
Sign out of accounts you would rather keep private, and think about whether the device will need to be signed in to for testing. Do not leave passwords written on the device. Access can be discussed when you hand the device over.
Bring what belongs with it
For a laptop, bring the charger, because power faults can come from the adapter as well as the computer. For a printer, bring the power cable and mention which cartridges are installed. Remove USB drives, discs and memory cards that you do not want to leave with the device.
Do not open it yourself
If a device has been dropped, has had liquid inside, smells of burning or has a swollen battery, switch it off, unplug it and do not try to open or charge it. Swollen or damaged batteries can be a fire risk. Bring the device in as it is and tell us what happened.
What happens next
The device is assessed to understand the fault. Whether a repair or a part replacement makes sense, and what it involves, depends on what the assessment finds. Ask us about cost and timing for your particular case.
Checklist
- Brand, model and serial number
- A description of the fault, when it started and any error messages
- Recent events: drops, spills, power cuts, updates
- A backup of important files, if possible
- Charger or power cable
- Personal storage media removed
