8 in 10 Which? members are satisfied with tech repair – here's why
A certified smartphones, tablets and wearables whizz, Adam's been hands-on with tech for more than six years, sharing expert knowledge and buying advice.
Dropping your phone usually triggers immediate panic, quickly followed by the miserable assumption you will have to shell out for a new one. But getting it repaired instead will often be the smarter move.
We surveyed Which? members about their tech habits* and of those that paid for a repair of a smartphone, laptop or tablet in the last two years, the experience was overwhelmingly positive.
Find out more about the stages of tech repair, and how to improve your chances of having a similarly positive experience.
Our detailed guide to mobile phone repair has more information on repair costs and the process.
Most people are happy with their tech repair
Of those surveyed, 62% got a smartphone repaired, 33% fixed a laptop, and 11% sorted out a broken tablet. Phone repairs mostly came down to three familiar headaches: dead batteries, cracked screens, and faulty charging ports. Most people booked the work in person – 73% walked into a physical store, while 27% opted for an online service.
Flagship smartphones routinely cost more than £1,000. When a screen shatters, buying a replacement often feels like the easiest escape route from the panic. But ditching an expensive device over a single fault could be a waste of money. Fixing what you already own keeps cash in your bank account and gives your tech years of extra life.
Great customer service
Handing over a laptop loaded with personal files is nerve-wracking at the best of times. Clear communication makes all the difference here – something independent repair shops tend to get right. In our survey, 88% rated customer service as good, and 61% called it excellent. One member praised their local high street shop, noting staff offered 'excellent knowledge of all aspects of communications and technology'. Another highlighted that staff were 'quick and clear about timing and at a reasonable cost'.
How to get good customer service with a tech repair
- Check online reviews on platforms like Google to see how a store handles complaints before you even leave the house.
- Drop into a physical store first to speak directly with the team and get a feel for the place.
- Ask direct questions about cost and turnaround times so you know exactly what to expect.
Check our guide to the best smartphones to discover which models aced our lab tests.
Quality of repair
Friendly staff do not count for much if your display packs in on the bus ride home. Repair quality scores well here too: 84% rated the fix itself as good, and 60% gave it an excellent rating. Respondents clearly value solid workmanship. As one put it: 'a professional repair by Apple with guarantee provided much-needed assurance that my device would continue to work effectively'.
How to get a high-quality tech repair
- Ask whether the shop uses official manufacturer parts or third-party alternatives. If an independent shop uses an unauthorised screen or battery on a modern iPhone, the phone displays a permanent warning notification in the settings – even if the replacement part works perfectly.
- Confirm they offer a written guarantee on the work. Ask if the technician replaces the water-resistant adhesive seals. Even if they do, play it safe and treat a repaired phone as splash-proof, not waterproof.
- Test the device in the shop before you hand over your card to pay.
If you're upgrading a phone, don't leave the old one gathering dust in a drawer. Our guide to mobile phone recycling.
Ease of repair
Getting a cracked screen fixed should not feel like hard work, and for most people, it wasn't: 92% rated the ease of repair as good, and 70% called it excellent. One member described a completely seamless experience, explaining that after outlining the issue, the retailer 'examined the laptop, explained a possible solution and I accepted it'.
How to make tech repair easy
- Back up your personal data before dropping off the device.
- Lock down your data safely without removing your passcode. Handing over an unlocked phone is a major privacy risk. Instead, use your phone's built-in repair settings: turn on Repair Mode for Google Pixels, Maintenance Mode for Samsung, or Repair State for iPhones running iOS 17.5 or later.
- Write a concise list of every single fault so nothing gets missed in the rush.
Speed of repair
Going without a phone or a work laptop is genuinely painful, and most shops get that: 86% rated repair speed as good, with 51% calling turnaround times excellent. One member praised staff who 'fixed the problem while I waited', while another was relieved to get a 'speedy repair to my phone which another private company urged me to replace'.
How to get a fast tech repair
- Ring ahead to check the shop has your specific replacement parts in stock.
- Ask if they offer a same-day or priority service to get you out of a jam.
- Drop your device off first thing to beat the afternoon rush.
Value for money
Tech repairs are rarely cheap, but they almost always beat the financial sting of buying a new device.
Value for money scored well, with 79% rating it as good, though top-tier bargains are slightly harder to come by – excellent ratings sat at 43%. Independent shops often stand out on price: one member saved hundreds taking a broken tablet to a local village shop, where the repair cost £180 against a replacement price of £1,800. Remember that using an unauthorised third-party repair shop can void the manufacturer's warranty.
How to get value for money with a tech repair
- Get quotes from more than one shop before agreeing to any work.
- Weigh the repair cost against your device's age and replacement value.
- Be a bit cheeky and see if the shop will throw in a free screen protector or case on a big repair.
Our expert guide on how to buy second-hand or refurbished mobile phone has more details.
Where to get tech repaired
Finding a quick, reliable fix is easier than you might think. We have highlighted accessible high-street options – such as iSmash, EE, and Timpson – alongside the official manufacturer routes. These shops stand out because they offer genuine convenience, fast turnarounds, and use properly accredited technicians.
- iSmash – This dedicated tech repair chain operates on the high street and through the post. It is an officially authorised service partner for Samsung and Google, and an independent repair provider for Apple. Because it holds these accreditations, technicians use genuine parts. Your warranty stays intact, and you avoid annoying third-party hardware warnings popping up on your screen.
- EE – You do not need a contract with EE to use its in-store repair service. The network offers walk-in repairs at many of its UK shops, delivering same-day fixes – often within two hours – or next-day turnarounds so you are not left disconnected for long. Apple, Samsung, and Google officially back these in-store repairs, ensuring quality control and genuine parts.
- Timpson – Best known for key cutting and shoe repairs, Timpson has a massive UK high-street and supermarket footprint. This makes it incredibly easy to find. The company operates as an independent, third-party repairer, which is ideal for fast, on-the-spot screen or battery replacements while you run your errands. Most of its repairs come with a lifetime guarantee. Keep in mind that using an unauthorised third party can sometimes void your original manufacturer warranty.
- Manufacturer stores – Going straight to the source – like booking an appointment at an Apple Store or a Samsung Experience Store – guarantees official parts and expert technicians. It is the safest route to maintain warranties and ensure technicians properly replace water-resistant seals, meaning your phone survives its next drop in the sink. You will often pay a premium for out-of-warranty fixes, and appointment slots book up fast.
* based on a survey of 397 members of the Which? Connect panel who told us about 1,191 experiences. Data collection was conducted online in February 2026.
