Questions

Frequently asked questions

The questions customers ask most before their first mail-in, answered without the small print hidden. If yours is not here, the contact page reaches a human.

Before you ship

Do I need to know what is wrong with my MacBook?

No. Most customers describe a symptom rather than a part: it will not charge, it shuts down, the screen is cracked, the keys stick. Describe what you see and hear, and we will name the likely repair.

What if I am not sure the machine is worth repairing at all?

Ask first. Send the model, the year and the fault, and we will give you a starting estimate and a frank opinion on whether it makes economic sense. If it does not, we will say so.

Which models do you repair?

MacBook Air and MacBook Pro portables, from the older Intel machines through the Apple-silicon generations in common use. We do not service non-Apple laptops.

Shipping and packing

Who pays for shipping?

On most lanes the customer pays shipping to us and we cover return shipping on standard service, stated in the final figure. Where a prepaid label exists for your country, we tell you in the estimate.

Do I need the original box?

No. A rigid outer box with three centimetres of padding on every side is what matters. Keep the original packaging inside a larger carton if you have it, rather than using it as the outer box.

Should I send the charger?

Usually not. Leave accessories at home unless we ask for them, so they are not lost and the customs declaration stays simple. Keep the adapter so you can charge the machine when it returns.

Data and privacy

Will my data be safe?

We work on the machine's hardware and we do not browse your files. Even so, we ask every customer to keep a current backup and, where practical, to sign out of accounts before shipping. A repair should never be the reason you lose data.

Should I erase the machine first?

Only if you want to. Many repairs need the operating system present for testing, so an erased machine can slow diagnosis. If you prefer to remove your data for personal reasons, say so and we will test with a temporary account instead.

Estimates and payment

Is the online price the final price?

No. Prices shown on the pricing page are starting points. The final figure is the written estimate you receive after diagnosis, and you approve it before any charge.

What if I decline the estimate?

We return the machine as it arrived and explain the return shipping arrangement. You pay the diagnostic fee where one applied, and nothing more.

When do you take payment?

After you approve the estimate and the repair is under way, using a standard method confirmed in writing. See the Terms of Service for the contractual detail.

Timing and warranty

How long will it take?

Typical bench times by repair type are on the turnaround page. Transit adds days in each direction, and international lanes add more than domestic ones.

What does the warranty cover?

A six-month limited warranty on the parts we fitted and the labour we performed, if the specific repaired fault returns. Exclusions such as new damage, liquid and third-party work are listed on the warranty page.

Can you guarantee the repair will work?

No honest workshop can. We diagnose carefully, we tell you the realistic outlook before you commit, and we stand behind the work we do, but a board-level fault treated by anyone can recur.

Tricky cases

My MacBook has liquid damage. Where do I start?

Do not charge it. Power it down, keep it unplugged, and contact us with what spilled and roughly when. The liquid damage page explains the sequence.

The machine will not power on at all. Is it definitely the board?

Not necessarily. A dead machine can be a charger, a port, a battery, a display cable or a board, and we exclude the cheaper causes before quoting board work.

Do you repair machines that were worked on elsewhere?

Sometimes, with a fresh diagnosis and a higher risk noted in the estimate. A machine with a broken seal we did not place cannot carry our warranty, as set out on the warranty page.

Can you recover my data from a dead drive?

We are a repair workshop, not a data-recovery laboratory, and we do not promise recovery from failed storage. If a disk is failing, stop writing to the machine and keep your backup current.