Complaint steps

1

Step 1

Describe the repair and the problem clearly

Start by explaining what repair was requested, when the device was dropped off, what was promised and what went wrong after that. Keep the description factual and specific.

Practical points

• Mention the device type, model and original reported fault.
• State the repair date, collection date and any promised completion date.
• Explain exactly what outcome you are disputing: delay, damage, repeat fault, price issue or incomplete repair.

2

Step 2

Build a simple timeline of events

A short timeline makes your complaint much easier to follow. It reduces confusion and helps show whether there were delays, changed explanations or repeated issues.

Practical points

• Include drop-off date, diagnosis date, promised completion date and collection date.
• Add the date when the problem appeared or returned.
• Add the date of your first complaint and any later follow-up.

3

Step 3

Attach facts, screenshots and supporting evidence

Evidence often matters more than opinion. Add invoices, messages, payment proof, repair notes and photos before and after the repair whenever possible.

Practical points

• Include ticket number, invoice number or payment reference.
• Attach screenshots of messages about cost, delays or promises.
• Use photos or video if there is visible damage, missing parts or unresolved faults.

4

Step 4

State exactly what outcome you want

Do not only describe the problem. Say what you want the workshop to do next. A complaint is stronger when the requested solution is clear.

Practical points

• Ask for rework if the repair appears incomplete or faulty.
• Ask for a refund or partial refund if the service failed or was not delivered properly.
• Ask for a written explanation if the situation is unclear and you need the workshop’s position first.

5

Step 5

Request a written reply within a reasonable timeframe

Ask for the response in writing. This keeps the matter documented and helps prevent later confusion about what was said or promised.

Practical points

• Keep the request polite but firm.
• Avoid relying only on phone calls.
• Make clear that you want a written answer so the matter can be reviewed properly.

6

Step 6

Keep all follow-up communication saved

Even after sending the complaint, the documentation process continues. Save all replies, screenshots and updates in case the dispute becomes more formal later.

Practical points

• Store emails, chat messages and SMS in one folder.
• Save any new invoices, quotes or warranty statements.
• Write down the date and summary of any phone call you have.

7

Step 7

Escalate only when the response is weak or unclear

Escalation is usually appropriate when the workshop ignores the complaint, gives vague replies, changes its explanation repeatedly or refuses to review a recurring problem properly.

Practical points

• Escalate if the complaint is ignored completely.
• Escalate if the answer does not address the real issue.
• Escalate if you now need a formal complaint letter or rights guidance.