Service
Shipping & sending in
Not close to Kuppenheim? Devices can also be sent in. Please send a request first so the shipment can be matched to your case.
Before shipping
- Send a request first – so it is clear whether shipping makes sense.
- Back up your data while the device still starts.
- Remove SIM and memory cards.
- Only include accessories relevant to the fault (e.g. the charger for charging problems).
- Clarify whether an unlock code is needed for the function test.
Useful information
- Manufacturer and exact model
- Description of the fault and when it started
- History: drop, moisture, previous repair
- Name, phone number and email address for questions
- If available: your request number
Packing safely
- Wrap the device in film or bubble wrap.
- Place it padded on all sides in a sturdy box so nothing can move.
- Protect displays additionally and secure loose parts separately.
- Enclose a note with the fault description and your contact details – you can use the order form from the “Forms” section.
After the device arrives
- Incoming and visual inspection of parcel and device.
- Diagnosis and narrowing down of the cause.
- Assignment to your existing case.
Coordination
- You receive the cost overview by email within your case.
- Replies to that email land automatically in the same case.
- Repair work starts only after your approval.
Return
- After the function test: pickup in Kuppenheim or return shipping.
- Return shipping is agreed with you in advance.
Shipping method, packaging and the cost of outbound and return shipping are discussed individually beforehand.