The process is deliberately short and deliberately written down. You describe a fault once, a coordinator matches it to a workshop, the workshop quotes in writing, you authorise the work, the repair happens, and the laptop comes back tested. Nothing is charged before you agree.

Step by step

1. You send a request. The form asks for your name, email, country, the make and model of the laptop, a description of the fault and, optionally, a phone number. It takes a few minutes and commits you to nothing.
2. A coordinator reads it. A person checks the fault against the workshop network and picks the bench that fits. If a description is thin, the coordinator writes back with a couple of questions rather than guessing.
3. You get an estimate in writing. It names the likely work, the parts involved, a price band and any diagnostic charge. If the workshop expects the fault to be deeper than described, it says so up front.
4. You authorise the job. Nothing is opened, ordered or billed until you reply with your agreement. If you decline, the job closes and you owe nothing beyond a diagnostic charge only where one was stated in advance.
5. The repair is carried out. The workshop works to the authorised scope. If it finds a second fault, it stops and asks. It does not quietly widen the job.
6. The laptop is tested. The repaired fault is checked, along with the functions a repair can disturb: display, keyboard, ports, charging, sleep and wake.
7. You get it back. Collection or return is arranged, with a note of what was replaced and what was checked. The workmanship warranty starts from the day of hand-back.

Timelines in plain terms

Stage	Typical time	Depends on
Coordinator reply	Within one working day	Request completeness
Written estimate	One to two working days after the reply	Fault complexity, parts availability
Local bench work	One to five working days	Parts in stock, queue at the workshop
Mail-in travel	Two to four days each way	Distance, carrier, customs where relevant
Board-level work	Three to ten working days	Diagnosis depth, part sourcing

What we ask of you

• Back up what you can before the laptop leaves your hands. A workshop will not read your files, but a failing drive is a failing drive.
• Describe what happens and when, not just what you think the cause is. “Goes black when I tilt the lid” is worth more than a guess.
• Tell us about any previous repair. A laptop that has been opened before changes the picture.
• Keep the charger and any adapters with the machine if the fault involves power.
• Reply when the estimate arrives. A job on hold blocks a bench slot.

If something goes wrong

Not every repair runs to plan. A part may arrive faulty, a fault may prove deeper than the first look suggested, or a job may simply take longer than quoted. When that happens the coordinator tells you rather than leaving you to chase. If you are unhappy with the work, raise it with the coordinator in the first instance. Complaints are handled as described on the about page, and refunds are handled under the refund policy.