Repair

Extending the life of your phone through repair

Did you know that 38% of Australians have repaired a mobile phone?

If your mobile phone needs repairs, get in contact with the manufacturer or retailer where you purchased the device. They will be able to provide you with information on how the device can be repaired using their service centres or an authorised repairer. It is important to use genuine replacement parts when get your device repaired. Also check to make sure the repair comes with a warranty.

MobileMuster has undertaken independent market research to help understand consumers’ repair behaviour. Take a look at our Research Report: Insights into mobile phone use, reuse and recycling which examines how we use, reuse, and recycle our mobile phone and the impact they have on the environment throughout their lifecycle and beyond.

Find a repair service

Manufacturers and their authorised repairers will undertake repairs by trained technicians who use genuine device parts. There are a number of service options available to customers including online, post back, in person and retail drop off. Below you can find specific information relating to repair services for the major handset manufacturers and retailers.

 

Benefits of repair

It is estimated that around 80% of the carbon emissions linked to mobile phones are generated in the manufacturing stage. Creating a phone requires materials that need to be mined and processed which is a carbon intensive process. Repairing a phone can extend its life and reduce the environmental impact of the device. It plays an integral role in the circular economy by keeping products and materials in use for longer. Extending the life of your phone means:

  • Fewer resources are extracted from the earth.
  • Less energy is required to manufacture a new product.
  • Saving of carbon emissions.

When you purchase a phone have a look at the environmental profile on the manufacturer’s website. It provides information on the materials and carbon emissions that have gone into making the phone.

Getting your phone ready

If you are getting a phone repaired make sure you back up your device and download any information you want to keep. If your device won’t turn on or respond, complete as many steps as possible. Make sure you have charged your phone and have any IDs and/or passwords that may be needed. Check with your repair service and bring along a receipt/proof of purchase and personal identification.

Watch our How to videos and follow our steps for managing data on your Android or iOS device. Instructions can vary depending on your mobile phone. If you still need help, look up your phone manufactures website or contact their support services.

Consumer tips

If you think there is a fault with your mobile phone, these tips may help you identify or fix the issue. Check with your manufacturer’s diagnostic tools, product guide or website if you need specific instructions.

 

Is there physical damage to your mobile phone?
Check for signs of damage such as a broken screen, damaged ports or water damage. Physical damage will generally not be covered by warranty. You may choose to send the device in for assessment through your mobile phone retail store or manufacturer. As part of this process the technicians will advise whether it is covered or whether you will need to pay for the repairs.

 

Does your phone require a software update?

Check your device software is up to date. If not, update the software to the latest version and check if it fixes the problem.

How to run a diagnostic check?

Some manufacturers have a diagnostic tool or app to help you identify issues with your device. A diagnostics scan can show you what is wrong with your phone, or at least provide enough data to point you in the right direction.

How to restart your device and perform a factory reset?

Resetting your device may fix a software issue. Make sure you back up your data before performing a reset. Performing a factory reset deletes all personal data and apps from the device and restores it to its factory settings. If your device or screen won’t power on, you may still be able perform a factory reset. Consult your device manufacturer’s website for instructions. Once you have completed the factory reset, check if your problem is resolved.

How to check for outages?

If your phone service is suddenly unavailable switch the phone off and on again to see if this fixes the problem. If not, check to see if any of the following issues have occurred:

  • you may have used all your mobile data.
  • their is a weak signal or no signal at all in your area.
  • you have run out of credit on a prepaid service.
  • the software on your device is out-of-date.
  • their is low or no battery on your device.

Your network may be unavailable because of maintenance or an outage. The name of your mobile network is usually at the top of your screen. If this is missing, there may be a network issue. Try your SIM card in another device, as long as it isn’t locked to your network. If it works, the problem may be your phone. If you can, check your messages. Your telco may have sent you information about a planned outage.

You can check your network operator’s website to see if they have an outage:

What to look out for when choosing a repair service?

Using a certified repair service and genuine parts are important to ensure the quality, safety and security of your mobile phone.  Counterfeit or third-party parts may fail to work correctly and can be dangerous or compromise the quality of your device.

 

Australian consumer law

This information is provided for consumer education purposes only and is not intended to be a complete or exhaustive summary of the Australian Consumer Law (ACL). Detailed information can be found on the ACL website.

Whether you buy a phone outright or via a contract, your purchase is covered by the ACL which specifies that any goods sold in Australia are covered under an consumer guarantees. The ACL protects consumers by giving them certain guarantees when they buy goods and services. For example, the ACL requires that goods, such as mobile phones, must be free of defects, and do what they are meant to do.

If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the ACL The remedy you’re entitled to will depend on whether the issue is major or minor. If you have a minor problem with a product, the business can choose to give you a free repair instead of a replacement or refund. When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.

The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer.

Warranties

The manufacturer warranty for a mobile phone is typically between 1-3 years and covers the repair or replacement of your device when the fault can be attributed to a manufacturing defect. If, however, the fault was caused by abnormal use or damage, the manufacturer warranty will not apply.

What happens if you have caused the damage?

The manufacturer’s warranty or any consumer guarantee under the Australian Consumer Law,  will not  apply if you have damaged your device. This can include common damage like dropping your mobile phone or exposing it to moisture. If you’ve caused damage to your device the phone retailer or manufacturer can still help with repairs. However, you may need to pay a fee to have your device repaired or replaced. An assessment fee can also apply.

Insurance

If you’re looking for a more comprehensive level of coverage that will protect you against accidental damage you can purchase insurance either from your mobile service provider or you can talk to your insurance provider about coverage they can provide, sometimes this can be included in a home insurance policy. Some manufacturers and retailers offer insurance policies which generally cover you for accidental breakage for a set period, although it’s worth reading the fine print carefully to ascertain what you can and can’t claim for. These insurance policies may cover loss, theft, or accidental damage, and even unauthorised usage.

What about the waste?

MobileMuster partners with hundreds of repair stores to ensure that all of the parts discarded in the repair process are recycled in an environmentally responsible manner. The program provides a free service that recovers over 95% of the materials in a mobile phone. Our recycling partner uses state-of-the art equipment and processing techniques to deliver the highest recovery rates with the lowest environmental impact.