Before you send your laptop
A few minutes of preparation protects your files and saves a phone call later. Work through this list before the courier arrives.
The checklist
- Back up if you can. If the laptop still starts, copy your documents and photos to an external drive or a cloud service. If it does not start, tell us the files matter and we will protect them.
- Note your password or PIN. We need to sign in to test most repairs. Give it to us by phone or in the note in the box, or set a temporary one.
- Find your BitLocker key. Many Windows 11 laptops are encrypted without the owner knowing. The recovery key is normally stored in your Microsoft account. Some repairs trigger a request for it.
- Know your Apple ID if it is a MacBook. It is needed if macOS has to be reinstalled.
- Remove accessories. Take out memory cards, USB sticks, discs and the tiny receiver for a wireless mouse.
- Write down the fault. What it does, when it started and anything that happened just before. Mention any spill or drop, even an old one.
- Tell us about earlier repairs. If someone else has already opened the laptop, it changes where we look.
Your files and your privacy
We access the laptop only as far as the repair requires: signing in to confirm the fault, testing afterwards and, where agreed, copying files to protect them. Nothing is wiped or reinstalled without your say-so.
If there is material on the laptop that you would rather nobody could reach, and the laptop still works, move it off before sending. Our privacy policy explains how we handle customer details.
Ready? Follow the packing guide, then arrange your collection.
Get a price from a technician
Tell us the make, the model and what has gone wrong. A technician replies with a price and the quickest way to get your laptop to us – normally the same working day.
020 7237 6805 Creative IT workshopUnit 1, 80 Willow Walk, London SE1 5SY
Monday to Saturday, 9am–6pm