Below you will find the answers to some of the most commonly asked questions about our service. If you can't find the answer your are looking for on this page, please give us a call and one of our experienced representatives will be happy to answer any questions you may have. We want you to be confident in your decision to choose DigiExpress for your iPod, iPad or iPhone repair. If you have questions, we have the answers.
Q: Where do I send my iPod, iPhone or iPad for service/repair?
A:DigiExpress Attn: Tech Services 122 Kerr Rd. Bldg 1, Suite 100
New Kensington, PA 15068
Q: How do I ship my device for repair?
A:Use a sturdy box and surround your device with
the appropriate packaging materials (peanuts, bubble wrap) so that your device
will not be damaged in transit. We accept shipments via any carrier; UPS, USPS,
Fed-Ex and DHL. Please do not include accessories such as
cases, earphones or cables, these may not be returned to you. Also, it is not recommended
that you ship your device in its original box, this box may not be returned
to you. Please make sure to include your invoice or contact information,
especially when shipping via UPS or FedEx. Your name and address may not be
printed on the box if you use these carriers.
Q: Will you send me a shipping box or label?
A:We offer a ‘valet’ service for shipping your
device in for repair. This is an option available on every order for an additional charge. You can add the valet service to your order under the 'options' list of any product. You must select this options to receive a shipping box. We do not offer pre-paid shipping labels separately. The 'Valet" service includes; an ‘indestructo’ box, bubble wrap, packing
peanuts, your invoice and pre-paid Priority shipping labels. Follow the
included instructions and give the box to your mail carrier or drop it off at
your local post office.
Q: If I have multiple devices to send in for
repair, can I send them in one box?
A:Yes, however we ask that you create separate
orders for each device. This speeds up the process of each repair by getting
each device to the correct department quickly. We have separate departments for
the iPod Touch, iPhone, iPod Video and Classic, iPod Nano and iPads. Please
create a separate order for each device and include each invoice in your
package.
Q: How does your repair process work?
A:Simply purchase the ‘Diagnosis/Repair Service’
from our website. Upon completion of your order, an invoice will be emailed to
you. Print this invoice and send it along with your device to address above.
Once we receive your device you will be emailed a ‘product condition’
describing the condition in which we received your device. If you believe that
the description does not accurately match the condition in which you sent the
device to us, please let us know immediately. Once your device is processed, it
will be sent to a technician for repair or diagnosis. If a diagnosis is needed,
you will receive a diagnosis report directly from the technician which may
include the cost of any additional parts needed for repair. After a diagnosis
is completed, we will wait for a response from you about your repair. You can
approve the repair by paying the invoice sent to you or making payment by
phone. If you wish to decline the repair, please contact us by phone or email.
Once payment is made you repair will be completed and your device will be
shipped back to you. If you decline the repair, we will ship your device back
to you.
Q: What if the ‘Product Condition’ description is inaccurate?
A:Please let us know immediately if you feel it is
not a proper description. Also please understand that this description also
helps the technician, so we try to as accurate and thorough as possible. Don’t
be alarmed if the descriptions says, “won’t power up”, many times a dead
battery is causing this issue.
Q: I have already purchased parts elsewhere, will your
technician install them?
A:No. Our technicians will not install parts
purchased from other websites. Unfortunately many websites sell poor quality replacement parts, so we can’t guarantee your repair would be successful using these parts.
Q: Will I lose the data on my device when installing replacement parts?
A:Typically no, you will not lose your data replacing basic parts on your device. In some cases the device may need to be restored to complete the repair successfully, in these situations your data will be erased from your device. If your device's hard drive needs to be replaced, you will lose the data on the device.
Q: What forms of payment do you accept?
A:We gladly accept Paypal, Google Checkout, Visa, Mastercard, Discover, American Express, Checks and Money Orders.
Q: Do you buy broken iPods, iPhones or iPads?
A: Yes. We are interested in purchasing devices in working or partially working condition. If you are interested in selling a device to DigiExpress, please send it to us with a description of its condition and your contact information. We will have a technician evaluate it and estimate its value. We will contact you with an offer to purchase the device and send you a check if you accept. If you decline the offer, we will ship the device back to you.
