Customer FAQ
Plain-English answers to the questions our customers ask most often. The full Terms of Service and Extended Warranty Policy on our website govern any conflict between this FAQ and the documents.
1. Does the warranty cover a cracked screen?
No. Our 6-Month Extended Warranty covers manufacturing defects in the part we installed and our workmanship. It does not cover physical damage of any kind - cracks, dents, drops, bends, pressure marks, scratches. We don't sell accidental damage cover. If you crack your new screen, please come to us for a fresh paid repair.
2. My new display started flickering / showing lines / not responding to touch - is that covered?
It depends. If the cause is a defect in the display itself or in how we installed it, then yes - bring it to our shop within the warranty period for inspection. We decide within 7 working days. The remedy is repair or replacement, not cash refund.
If the cause is in your phone's motherboard - for example, a fault in the Display IC, Touch IC, Backlight IC, or PMIC - then no. That sounds harsh, but it's honest. We don't do motherboard repair, and we can't diagnose chip-level faults without opening the phone. We will tell you what we find when we inspect.
3. My battery is swelling after your repair - what now?
Bring the phone to the shop immediately and stop using it. A swollen battery is a safety issue.
What's covered: a defect in the battery itself that we installed, surfacing within the warranty period.
What's not covered: swelling caused by your charging IC, PMIC, or other motherboard fault - these can damage even a brand-new battery. Swelling caused by use with non-certified or over-spec fast chargers is also not covered.
We will inspect free of charge and tell you which case yours falls into.
4. You replaced my display but the touch issue is back - whose fault is that?
It depends on which "touch issue" you mean.
- If the new display has a defective digitizer: covered, we'll repair or replace.
- If your phone's Touch IC on the motherboard is faulty: not covered, because no display we install can fix a Touch IC fault. We will tell you this on inspection.
This is one of the most common patterns we see. Ghost touch, dead zones, or unresponsive touch can come from either side - display or motherboard. Inspection decides.
5. Why won't you repair motherboards?
Two reasons. First, motherboard work needs different equipment (microscope, hot-air station, BGA reballing) and different expertise - chip-level. A startup doing both doorstep displays and chip-level boards rarely does either well. Second, motherboard outcomes are inherently uncertain - even with the best technician, some boards can't be saved.
We focus on what we can do reliably and to a high standard. If your phone needs motherboard work, we will tell you and, with your written consent, send it to a specialist vendor we've screened. You will get a separate quote and the vendor's separate warranty terms before any work starts.
6. What if my device gets damaged during the doorstep repair?
We take every reasonable precaution - clean workspace, anti-static mat, ESD-safe tools, careful disassembly. We also photograph and video-record your device before and after, so we have a record of the condition both ways.
If something we did causes damage to your device during service, we will repair it at no charge, and our total liability is capped at the amount you paid for that service. Honest dispute is rare because the photo record usually resolves it within minutes.
7. Can I get a refund instead of a repair?
For warranty claims, no - the remedy is repair or replacement, at our option. This is the industry standard for after-sales repair warranties.
For pre-service cancellations, you get a full refund (we don't currently charge a visit fee anyway). If you've already paid for a repair and it has been completed and signed off, the only remedy is the warranty path.
8. Why do I have to sign so many forms before service?
Because they protect both you and us.
- Pre-Service Consent records what your phone looked like before we touched it, so neither of us has to argue about pre-existing scratches or cracks later.
- Tamper Seal & Liquid Damage Indicator Disclosure explains the stickers we apply and why a broken seal voids the warranty.
- Post-Service Acceptance records that you tested everything before paying - touch, speaker, mic, charging - so cosmetic or functional complaints aren't raised days later.
It looks like a lot, but it's actually three quick screens with photos attached. Customers who go through this paperwork experience get far fewer disputes than those who don't.
9. What's the warranty on a part replaced under warranty?
It runs only for the unexpired portion of the original 6 months. So if your battery fails in month 3 and we replace it under warranty, the replacement is covered for the remaining 3 months. The clock does not restart.
10. Will you back up my data before the repair?
No. We don't access, copy, or back up the data on your phone. You are responsible for backing up before you give us the phone.
Please back up your photos, contacts, messages, and any authenticator apps using iCloud, Google One, your phone manufacturer's cloud, or a computer. Authenticator apps in particular need explicit transfer.
Some repairs carry a small inherent risk of factory reset or data loss. We tell you in advance if your specific repair has this risk.
11. The technician needs me to unlock my phone for testing. Is that safe?
We instruct our technicians not to access your gallery, messages, banking apps, or any personal area. The unlock is only for functional tests like the touch screen, speaker, and camera.
If you'd rather not give a temporary unlock, you have two choices:
- Remove the screen lock entirely while we work, then re-enable it after.
- Enable repair mode or guest mode if your phone supports it.
You can also log out of banking and wallet apps before handing over the phone.
12. What chargers should I use after repair?
The original charger that came with your phone, or any certified charger of the wattage your phone supports. Avoid:
- Fast-charge bricks above your phone's rated wattage (using a 100W brick on a phone rated for 25W stresses the charging IC).
- Counterfeit cables that report higher protocol than they support.
- Charging in the bathroom, during a shower, or in very high-humidity conditions.
Damage caused by non-certified or over-spec chargers is not covered by the warranty.
13. What if I dropped my phone and the new screen cracked - can you swap it under warranty?
No. Physical damage after handover is not covered. We will of course repair it for you as a fresh paid repair, with another 6 months of warranty on the new part.
We know it's tempting to claim a drop as "it just stopped working." Please don't - we photograph and inspect every claim, and a triggered Liquid Damage Indicator or a fresh crack is impossible to disguise. Honest customers get faster service. False claimants get their claim rejected and a record on their account.
14. How long does a doorstep repair take?
Typically 45-90 minutes from technician arrival to handover, depending on the model and the repair. Display and battery jobs are usually 45-60 minutes. Charging port jobs and back-cover replacements can take longer because of glue curing.
If we're running late, we'll let you know.
15. What if I'm not at home when the technician arrives?
The technician will wait 15 minutes and try to reach you. If you're still not reachable after that, the visit is treated as a no-show. Because we currently don't charge a visit fee, no money is lost - but please re-book and try to give us notice next time so we can serve another customer in your slot.
If you know you'll be late, message us - we'll usually accommodate small delays.
16. Can I watch the repair?
Yes. For doorstep visits, the repair happens in front of you. We encourage you to watch - it builds trust and you can see for yourself that we use clean tools and proper procedures. We just ask for a clean, well-lit working surface and good lighting.
17. Do you give a GST invoice?
Not at the moment. We are currently a small business operating below the GST registration threshold under Section 22 of the CGST Act, 2017, so we are not registered for GST and do not issue GST tax invoices. You will receive a regular service receipt by email and WhatsApp for every paid service, which is a valid proof of payment.
If we register for GST in future, we will start issuing GST tax invoices automatically.
18. My friend used to come to your shop / get doorstep service. Can he use my warranty?
No. The warranty is tied to the customer named in the service record and is not transferable.
19. I bought my phone abroad. Will you still service it?
Generally yes, as long as it isn't carrier-locked, hasn't been reported lost or stolen, and the IMEI is clean on CEIR. Some models may have region-specific parts that take longer to source.
20. I have a complaint that customer support didn't resolve. What now?
Escalate to our Grievance Officer at doorfixmobile@gmail.com with your original complaint and our response. The Grievance Officer will respond within 48 hours and aim to resolve within 15 days. The full process is in the Grievance Redressal Policy.
If you're still not satisfied, you can approach the Consumer Forum under the Consumer Protection Act, 2019, or the National Consumer Helpline at 1915. For data-protection issues, the Data Protection Board of India is the escalation path.
DoorFix Mobile
Cubbonpet Main Road, Bangalore 560002, Karnataka, India · GST: Not registered (small business under threshold)
+91 96060 72062 · doorfixmobile@gmail.com · https://doorfixmobile.com