Frequently asked questions (faq)
How does it work?
FYND provide on-the-spot repairs for your popular phones and tablets at your doorstep. We offer a variety of services such as iPhone repair, iPhone screen repair and many more, plus we travel down to your home, office or any nearby location of your preference. Repairs will only take 25 to 60 minutes. You’ll need to place your order in our website. You’ll receive a SMS/email confirmation when the timing is confirmed.
Are there additional hidden costs and fees?
The price quoted will be generated on our website. It is a nett price, based on the model of your device and the problem you indicated. It already includes the parts, labour and transport cost. There are no additional costs whatsoever.
Do you use original parts?
We are using AAA top quality parts whose quality is equivalent with original parts. Only an authorized service provider by device manufacturer can claim their parts as original. The functionality and sensitivity of the parts work in similar capacity as the original parts.
Is there any warranty from FYND for the repairs?
Yes, FYND provides 30 days of warranty for the parts replaced. The warranty of 30 days covers defects not owing to subsequent physical damage by customer, and relating to the parts that have been replaced only.
How do I make payment?
You can make payment via cash or online via credit card or PayPal after the repair is completed. An email with a link to the payment page will be sent to your email. If you didn't receive any email from us, do check your junk mail folder. On rare occasions, it may landed there.
What hours are FYND available?
Every day of the week Mondays through Sundays! We operate from 10am to 10pm daily. Actually really, almost round the clock. The availability of services are dependent on schedule of FYND iSpecialists.
Where is your repair centre?
Unlike regular repair shops where you need travel to them, we will come to your doorstep. Our registered office is at Robinson Road and our service centre is at Bugis.
Are there additional charges for coming to my place?
Additional HK$150 transport fee is applicable for the following locations:
Repulse Bay - Stanley - Tai Tam Tuk - Shek 0 - Ap Lei Chau - Telegraph Bay - Cyberport - Sai Kung - South Horizons - Lantau (Discovery Bay / Mui Wo / Tai O / Tung Chung)
Additional HK$200 transport fee is required for repair in Cheung Chau & Lamma Island
What does the warranty cover?
Screen/LCD and any other repaired or replaced parts that malfunction, or do not work as intended or designed.
Warranty is limited to the parts and service(s) that were paid for. If parts and repair service were engaged, warranty extends to cover the labor cost of part replacement and any other repairs specifically resulting from the initial repair.
What is not covered by the warranty?
After FYND iSpecialist repairs the device, the warranty does not protect against:
- Subsequent mishandling that causes the frame to bend, twist, or crack
- Subsequent accidental or purposeful drops
- Water damage
- Tampering with internal hardware
- Damage resulting from attempted customer self repairs
- Software issues unrelated to the repair
- Jailbroken devices
- New damages unrelated to the original repair
- Any loss of data occurring as a result of the repair - customers are advised to back up all data prior to repair attempt
Our warranty also does not cover the outcome of a repair if certain pre-repair conditions exist, including:
- Existence of known manufacturing and/or performance issues related to the device separate from the repair, as noted prior to the repair
- Existence of damage to the frame of device, as noted prior to the repair
- Water damage
- Jailbroken devices
- Tampering with internal hardware: under certain conditions, internal damage may make a repair impossible. Your iSpecialist will be able to explain in further detail upon diagnosing your specific device. If in doubt, we recommend that you do not attempt to repair on your own, as any damage may affect the reparability of your device.
- A NON-Working 3D Touch, damaged or severed home button/Bio-Metric scanner
- The warranty is valid only for the specific device repaired and the original customer; it is not transferable across devices or if the device is sold or given to another individual.
Will my device still be under manufacturer warranty after the repair?
Having your device dropped and it's screen cracked has already voided its original manufacturer warranty. Any repairs not done by an Authorized Service Provider of Apple/Samsung/Respective manufacturer constitutes voiding of the original manufacturer warranty.
Can I add-on or cancel or change my order?
For cancellation, please inform at least 2 hours in advance. If cancellation takes place after the 2 hours advance notice, we will only impose 20% of the original fee, or HK$200, whichever is higher.
What is FYND hotline?
What do I do if the iSpecialist doesn’t show up? Can he arrive at a specific time?
We currently assign two hour time frames. (i.e: 10am to 12pm means he must arrive between 10am to 12pm, and get the job done by 12pm latest). We usually do not get the iSpecialist to arrive at an exact specific timing as our technician may be held up by her previous jobs. If you need to make a specific arrangements, please get in touch with FYND Customer Service at +852 3051 9238 and we will make the arrangement for you. We are available from Monday to Sunday, 10am to 10pm. If it is an urgent event and you need to reach us outside this window timing, please email to firstname.lastname@example.org describing your situation and we will get in touch as soon as possible.
Can I contact the iSpecialist directly for future issues / jobs / warranty claims ?
FYND protects it’s clients and iSpecialists by being the main point of contact. We will ensure client satisfaction for all of our repairs. Contacting the iSpecialists directly would be an infringement of FYND policy and you will not be covered by our damage liability as stated above. This will also result in the termination of that specific iSpecialists’ services should any private correspondence be found to be between both parties.