Repairs
If your handset has developed a fault and you have had your handset for over 7 days please follow our repairs procedure:
Mobile Phones Direct use a third party company called MPRC (Mobile Phone Repair Company) to carry out all engineer required repairs on all warranty covered handsets.
www.mprc.co.uk
You will need to print off the attached "MPD END USER - REPAIR FORM" and fill in the required details.
THE FORM
All of the details required on the form are self explanatory. We request that you supply a valid e-mail address as you will be contacted and given updates on your repair on this address as well as your current telephone number.
The form requests that you supply your 15 digit serial number called the IMEI number. It is essential that this number is supplied correctly. You can find this number either on the side of the box supplied with the handset or inside the handset when you remove the battery.
The form will ask you to tick a box to indicate if it is a warranty repair or not. If your handset has developed the fault within the first 12 months then the repair will be a warranty repair. If your phone has developed a fault outside of this period then it is a non warranty repair and will be chargeable to the customer as per the terms and conditions on the form.
WHAT DO I SEND?
MPRC will require the handset and the battery. However if the handset has a power charging fault, MPRC will require the phone, battery and the charger to be sent. PLEASE DO NOT SEND YOUR SIM CARD, BOX OR MEMORY CARD If any of these items are sent then they will be destroyed due to security.
HOW DO I SEND IT?
For security reasons MPRC request that all handsets are sent by Royal Mail Special delivery. unfortunately this cost can not be refunded by either Mobile Phones Direct or MPRC.
HOW DO I RECEIVE MY REPAIRED HANDSET BACK?
MPRC will return the handset back to you via Royal Mail Special Delivery to the address that you have requested on the repair form. They will e-mail you prior to returning the handset to inform you that the goods are being sent back. There will be no charge to the customer for the return of your handset.
WHAT ADDRESS DO I SEND IT TO?
The Mobile Phone Repair Company
Bay 5, Caudwell Tower
Weston Road
Crewe
Cheshire
CW1 6BU
HOW LONG DOES IT TAKE?
Standard repairs will take between 7-10 days from receiving your handset. If the handset has developed a fault that can not be repaired by an engineer then the handset will be sent directly to the manufacturer (i.e.. Nokia) this may result in a further delay, MPRC will advise accordingly once the initial repair has been actioned.
DO I GET UPDATED ON THE PROGRESSION OF MY REPAIR?
MPRC will update you via e-mail once they have received and booked your handset. They will then update you once the handset has been repaired. You can contact MPRC 7 days after sending the handset to get an update on the following contact number: 08712 313 233. You will need to state your name and the IMEI serial number.
www.mprc.co.uk
WHAT WILL THIS COST ME?
All repairs will be covered by the warranty and will not incur any cost unless the engineer deems that the handset has received customer damage. This will invalidate your warranty and the repair will be chargeable, however this is a rare occurrence. If there is a cost for the repair then MPRC will e-mail you to request payment. If you do not wish to pay for the chargeable repair then the handset will be sent back to you once the handling charge has been settled.
STORED INFORMATION
Please be aware that any text messages, ringtones, games or pictures may be lost during the repair of your handset.