Questions about repairs and garages
Important: E.Via is not a repair workshop. We only commission repairs from manufacturers or manufacturer-certified workshops.
How long does a repair take?
Items are transported to the workshop via direct delivery or shuttle service and usually arrive by the next working day. Most repairs take between 1 and 3 working days. In the case of rare items, it may take longer due to supply bottlenecks with original parts.
We have no direct influence over the processing times of DHL and workshops; the information provided is based on experience.
Will the warranty still be valid?
Yes. As repairs are carried out exclusively by manufacturers or official partners, warranties remain fully valid or are renewed in accordance with the relevant terms and conditions. Further details can be found on the manufacturers’ websites.
Do features such as water resistance remain intact?
Yes. Technical specifications are fully retained or restored in accordance with the manufacturer’s repair guidelines.
Are these official repairs?
Yes. Every repair and every replacement of a device is official, registered with the manufacturer and traceable. You can obtain information from the manufacturer following every service.
What happens to my data whilst my device is being repaired?
No data is deleted or altered during our inspection.
However, when a repair is carried out, the data on the device is usually deleted: Apple replaces most devices – no data is transferred. Many other manufacturers overwrite the system software after the repair, which also results in complete data loss.
Important: You are responsible for backing up your own data. We are not aware of any insurance policy that covers the recovery of lost data. Manufacturers such as Apple, Samsung and Huawei offer simple backup functions; mobile network providers’ shops are also happy to help.
Replacement devices from Apple and Microsoft
Some manufacturers, such as Apple or Microsoft, do not repair certain devices but replace them instead. Replacement devices are not new devices, but devices of the same type and quality from the same production period.
If you agree to a repair in the online questionnaire, or if we refer to a ‘repair’ in our correspondence, this includes a replacement.
Can I have the workshop’s contact details?
Yes, we can provide details of the relevant garage at any time. Please note that garages are often not set up to deal directly with customers.
Why should I disable ‘Where is?’ or the activation lock?
Apple will only accept devices for repair if the activation lock has been disabled. For data protection reasons, Apple is not permitted to remove it against your will – so we ask that you do this yourself.
Instructions from Apple. If you have any questions, you can contact Apple Support on 0800 6645451.
How does the repair log work?
With the Repair Pass, repairs can be carried out easily and securely, even during online examinations. Once you receive a message confirming that your item has been approved for this, simply follow the steps outlined.
With a valid Repair Pass, you won’t have to pay anything on the spot; settlement is handled directly between the garage and E.Via.
If you do not wish to use the Repair Pass or cannot find a suitable workshop, you do not need to do anything. Once the selection period has expired, we will close the case and forward it to the insurance company.
Please choose a workshop that is easily accessible – travel costs will not be reimbursed.