Top 10 Questions iMend Technicians Get Asked

One of our iTechs answers technician Mobile Phone questions

A day in the life of an mobile phone technician is never the same as each broken device presents its own set of problems. There are however a number of questions that a mobile phone & tablet repair technician gets asked on a regular basis. We thought it would be useful to share the answers to these questions.

So let’s hear it then, the Top 10 Questions that an Mobile Phone Techie gets asked…..

Question 1

Can you just replace the glass only on my device screen rather than having to fit a new LCD as well? Cracked iPhone screen

An iPhone Screen Replacement comes as a fully bonded unit including the LCD & Glass


Most phone & tablet screen replacements come as fully bonded units which mean that the glass and LCD are fused together in the frame, so the glass & LCD will be replaced in full. Glass only replacements can only be done in clean, workshop, dust free environments with specialist tools and equipment and on selected makes and models. This is why an iPhone Call Out Technician could not offer this option. There are occasions when a glass only repair can be done on some Samsung and iPad screens. These can only be done at the repair centre and will be specified on  We will only complete a glass only repair if we recommend that they are a stable and high quality repair.

Question 2

Will the technician access my personal data and imagery during the repair?

iMend Adheres to Strict Data Protection Guidelines

iMend adheres to strict Data Protection protocols


No the technician will not do this.  A call out technician will perform the repair in front of you so you can see exactly what he/she are doing and you can even put the passcode in your phone without the tech seeing it.  Our Repair Centre is fully data protected and technicians all DBS checked, which means that anyone that works on your device has been background checked by  As we are listed on the data protection register we adhere to these regulations and we cannot access any of your data!

Question 3

My device has been immersed in water.  Should I put it in a bag of rice?

Water Damaged Phone in a bag of rice

Putting your phone in rice will not remove water from the device


No, a bag of rice will not remove the liquid from inside your device.  It’s an urban myth. Rice has actually got the potential to clog your charging port and the starch in the rice could in fact accelerate the corrosion process and cause motherboard damage.  The only solution is to send it into for a full chemical clean. For further information read our recommendations about what to do after your device has been exposed to liquid. Water Damaged Device – What do i do next?

Question 4

Can my iPad be repaired onsite? iPad Repair

iMend ensure best practice iPad Repair


If you want a high quality repair we recommend that an iPad is not repaired onsite.  iPads have a large surface area of glass and as such will cause a mess in people’s homes and offices with small, dangerous shards of glass that could be exposed as part of the screen removal.  iPads also need to be heated up to high temperatures to remove the glue from the screen competently and then after the repair need to be cooled down and wrapped in a cling film/tape/clamps to ensure that the screen bonds with the frame effectively for several hours afterwards.  If this is not done there is every chance that the screen will start to lift off the frame. Take a read at why we recommend iPad repairs are not done on site. iPad Screen Replacement

Question 5

Can you replace my screen if the device or housing on the back is bent?

An iPad Mini in need of a new rear housing

Rear Housing repair on an iPad Mini


After a device has been dropped or suffered impact there is a good chance that the frame has been bent or misshapen. A repair technician will be able to to their very best with straightening tools onsite to straighten out the frame but in many cases the frame or rear housing will need to be replaced so that the device is straight enough for a screen to be mounted without it lifting off again in the future.  If the screen is not set to a straight rear surface when the device is used there is a good chance that the screen will move, lift or dislodge.

Question 6

Will i void my warranty if I have scratched, dropped or cracked my device? iPhone Repairs

Will warranty be voided if i crack my phone?


All repair companies warranties (including state that accidental damage voids the warranty and you will require a new repair.  If a screen is cracked, has signs of scratches, dents and wear and tear caused by the user this would not be covered under a typical warranty as this would be termed user fault. There are occasions however that technician error when fitting the part can cause small cracks to appear on the device for instance if key screws have been overtightened.  If this is the case then the device would be covered under an warranty.  A trained technician would be able to run thorough checks to identify where any responsibility lies and provide a clear recommendation quickly.

Question 7

Can I trust an iMend Technician in coming to my home address? Approved Call Out Technicians Approved Call Out Technicians


Absolutely, all iMend technicians have been vetted by the Recruitment Team. This means that each technician that comes out to a home or business will have passed technical, customer service and completed background checks to ensure they can be on the system.  All technicians are DBS checked for your peace of mind. When an technician is approved they will be given an iMend Security Tag  or branded top which they will wear on every job and can show you at the front door. If you visit a technician in Glasgow, London or Manchester they will all follow the same protocols. It might be useful to see how a call-out repair works

Question 8

Will my Touch ID (fingerprint recognition) still work on my iPhone after a screen replacement?

iMend repairs

Touch id & fingerprint recognition advice


Some iPhone models have fingerprint recognition set in the home button including iPhone 5S, 6, 6 Plus, 6S, 6S Plus, 7 & 7 Plus.  This enables you to use the security enclave in the home button to safely pay for items via Apple pay etc. Provided that there is no damage to the home button a screen replacement on these devices will not affect this feature.  An technician will always pre-test a phone to see if the home button is working before they start a screen replacement and then the tech will transplant the original home button as part of the repair to ensure the touch ID functionality is still operable.

Question 9

I am not sure what model of device i have  – how do I check for this?

iPhone Model Checker

Effective model checker


All devices will have a model number that will help you to identify which device you have, so that you can book in for your repair.  The site provides many links to help you identify which model you have across all major brands.  Some of the model numbers will be on the back of the phone, some are kept in the SIM tray and others are in the settings of the device.  Simply visit and then select the manufacturer eg Apple, Samsung, Sony and then click on the tab “Not Sure Which Model”

Question 10

What is a mobile phone or tablet diagnostic?

Burntwood Mobile Phone Repairs Mobile Phone Diagnostics


A diagnostic is beneficial when you can’t specify what is wrong with the device.  For instance if the device won’t turn on, if it has intermittent issues or is just not performing as it has in the past it is useful to run a diagnostic to quickly and effectively pinpoint the issues, rather than manually changing parts on site.  iMend use computerised diagnostic software that test all areas of the device including battery life cycles, bluetooth, camera, microphone, screen, GPS, headset and much more. Combined with other visual checks this will enable the Diagnostic Techs to quickly identify the correct repair issues first time and backed with a full report.  The other bonus is that a diagnostic is only £19.99 with and as if the customer goes ahead with the repair this diagnostic fee is deducted from the overall cost.  Read more about how an Diagnostic works.

So there you have it the Top 10 Questions that are asked by our customers.  We hope these have been helpful.  If you have any more questions or a general query the site is packed with helpful hints, tops tips and information to help you make your repair decisions.

Here are some places that may be helpful.

iMend Blog

iMend Frequently Asked Questions



If you can’t find out the information that you are looking for or would like to talk through a fault with your device call us on 0333 014 4262 or email