Service and repair FAQs

A. Bring your mobile and any accessories that relate to the fault. It will also help if you bring your Proof of Purchase. If you don't have the original, contact Customer Care on 1300 55 11 99.

A. Your mobile repair may not cost you anything if, for example, it is still under manufacturer's warranty.*

If costs do apply, we'll aim to keep them as low as possible. Our friendly staff will help you with the options available, should your mobile be beyond repair.

*Free repairs are for Vodafone & 3 mobiles still within the warranty period and are subject to the handset manufacturer's terms and conditions.

A. If you take it to one of our stores it takes about 1 week. If it will take longer, we'll let you know at the time. We'll also lend you a mobile to ensure you can still stay in touch while your phone is being serviced^. It will help to have all your contacts stored on your SIM card so that you can still use them in the temporary phone.

^ Loan handsets are subject to availability and do not apply to prepaid customers.

A. You will receive a mobile and mains charger as a loan, which you will return when you collect your phone*^.

*We cannot supply hands-free kits, Bluetooth or cases or car chargers.
^If you do not return loan equipment, there will be a charge of $150 for the mobile and $29.95 for the charger. This also applies to damage to loan equipment. We cannot give your repaired mobile back to you until all of our equipment is returned.

A. You will need to backup all of your files either via USB/Bluetooth to your computer using the software that corresponds to your mobile. You can back up your numbers by simply copying them to your SIM card. If you have a memory card you can also store all your photos, videos and music files onto this.

A. Our staff will contact you by SMS once it's ready to be collected.

A. No, for security purposes we do not send mobiles to postal, commercial or residential addresses.