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How to Repair your Phone

How to Repair Your Phone

 

COVID-19 UPDATE

During Covid-19 our retail stores remain open for service. If you require a repair service, you should attend your local store, where they will be happy to assist you.

 

Alternatively, if you are not able to attend your local Three store in person, we can manage your service request through our repair partner Fonfix. Follow the steps below:

  • Please download and fill in the attached form. (If this link does not work, see 'Attachments' area to the right of this article, and click on the black download symbol). When completed in full, please email the form to our repair partner Fonfix at customersupport@fonua.com
  • Please title your email to Fonfix: Three Customer Service Request
  • On receipt of your email, Fonfix will engage with you to arrange collection of your device. Your device will then be collected and brought to the Fonfix repair centre.
  • Fonfix will assess your device, if the repair can be completed under the manufacturing guarantee they will complete the service as per manufacturer guidelines.
  • If your device is assessed and damage is discovered that is not covered by the manufacturers guarantee, Fonfix will communicate with you to evaluate options.
  • Fonfix will endeavour to manage your service as speedily as possible, but due to the Covid-19 emergency our service timelines may be stretched.
  • When your service request is completed, Fonfix will ship your device back to the address you provided in the attached form.

 

Accidental Damage

No matter how careful you are with your phone, accidents happen. If you’ve accidentally dropped your phone and ended up with a broken or cracked screen, or have damaged your phone in another way, Three can repair it for you.

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We highly recommend backing up all your phone data before bringing your phone to a Three store. Once you’ve backed up your data, you’re good to go – head to your nearest Three store.

 

Bringing your phone to a Three store    

Our retail team will then send the phone off to be checked by our repairs partner Fonfix. Engineers will then assess and diagnose the device within 10 working days. 

 

Please note: If you have an iPhone, you must turn off ‘Find your iPhone’ before sending your phone for repair.

Loan Phones

Wherever possible, we will give you a loan phone to use while your phone is being fixed. This is subject to the store’s availability. You will need to pay a deposit for a loan phone, which will be refunded when you return the phone.

Tracking your Repair

You can easily track the status of your repair using this link. You’ll need your Repair Job Number (provided to you when you hand in your phone) and the phone’s IMEI number. To get your phone’s IMEI number, simply dial *#06#’ or check the ‘About’ section in your settings.

 

Repair Costs

After assessing the phone, we will provide a quote for the repair. If you agree to this, the phone will be repaired as normal. If not, the phone will be sent back.

 

If you have phone insurance, we recommend submitting your claim directly to your insurer. In this situation, your insurance company will generally organise the repair for you. 

Faulty Device

If your phone has been acting up, for example your screen or apps keep freezing, a software issue may be to blame. Here's what you can do:

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Many common technical issues (such as a frozen screen) can be fixed by turning the device off and on again, or restoring your phone to its original factory settings.  We recommend trying this first before sending your phone off for repair and see if it fixes the problem.

To find out how to reset your phone, visit our Device Support area, select your device, click on 'How to reset device to factory settings' and follow the instructions - but remember to back up your data first if possible. 

 

If resetting your phone’s settings has not resolved the issue, or if your phone isn’t working at all, you can bring your phone into your local Three store for repair.

 

Bringing your phone to a Three store    

Our retail team will then send the phone off to be checked by our repairs partner Fonfix. Engineers will then assess and diagnose the device within 10 working days. 

 

Please note: If you have an iPhone, you must turn off ‘Find your iPhone’ before sending your phone for repair.

Loan Phones

Wherever possible, we will give you a loan phone to use while your phone is being fixed. This is subject to the store’s availability. You will need to pay a deposit for a loan phone, which will be refunded when you return the phone.

Tracking your Repair

You can easily track the status of your repair using this link. You’ll need your Repair Job Number (provided to you when you hand in your phone) and the phone’s IMEI number. To get your phone’s IMEI number, simply dial *#06#’ or check the ‘About’ section in your settings.

 

Repair Costs

  • If your phone is within warranty, your repairs will be completed free of charge. However, please remember your warranty does not include water damage or physical damage. In this situation we can still repair your handset, but there will be a cost associated with this.
  • If your phone is not covered by your warranty, Fonfix will provide a quote for the repair. If you agree to this, the phone will be repaired as normal. If not, the phone will be sent back.

For more info on returning your device see Returning a Device.

For detailed info on our returns and refund policy, see here

 

Need more help? Contact us.