PC and laptop repair

Common problems

A rough guide to whether the cause is usually software or a part. A diagnosis confirms it.

• Running very slowly

  Usually software. Often fixed without new parts.

• Freezing or crashing

  Could be either. Try the free frozen laptop guide first if it's stuck right now.

• Pop-ups, viruses or scam worries

  Usually software. Don't call numbers shown in pop-ups.

• Won't turn on

  Could be either. Try a different socket and check the charger light first.

• Won't charge, or the battery dies fast

  Often a part, such as the battery or charging port.

• Cracked or faulty screen

  Needs a part for your exact model.

• Keys not working

  Often a part. Liquid spills make this more likely.

• Loud fan or overheating

  Could be either. Dust and blocked vents are common causes.

What's in scope

Some jobs need a conversation before you send anything. If yours is in the second list, ask first.

Usually in scope

• Slow, freezing or crashing laptops
• Virus, pop-up and unwanted program clean-up
• Windows or macOS start-up problems
• Common hardware faults such as batteries, keyboards and charging

Ask before sending

• Liquid damage
• Getting files back from a failed hard drive
• Older machines where parts may no longer be made
• Business networks, servers and custom-built desktops

Before you send your laptop

• Your files are backed up: photos, documents and anything else important, to an external drive or cloud storage.
• You've written down what's wrong: when it happens, any error messages, and a photo of the screen if you can.
• You've asked how to share sign-in details. The team will tell you whether they need a password and how to give it safely. Never write it on the laptop.
• USB sticks, discs and memory cards are removed. Keep anything that isn't part of the repair at home.
• You've checked whether to include the charger. For charging faults it's often needed.
• You've asked how to pack and post it, and you'll follow the team's instructions.

0 of 6 done. Ticking just helps you keep track; nothing is saved or sent.

How a PC repair works

1. 1

   Tell us what's wrong

   Describe the laptop, the exact model and what it's doing.

2. 2

   Agree the next step and the price

   The SmarterBox team suggests a repair, remote help or a free guide, and explains the cost for your model before anything is sent.

3. 3

   Post your laptop

   Back it up first, then pack and send it as the team explains.

4. 4

   Repair and return

   Your laptop is repaired as agreed and sent back to you.

PC and laptop repair questions

• Do you repair Mac laptops as well as Windows?

  We cover both. Tell us the exact model when you get in touch, as part availability varies.

• How much will my repair cost?

  It depends on the model, the fault and whether parts are needed. Ask for a price for your laptop before you send it, and check whether parts and postage are included.

• Will I lose my files?

  Many repairs leave your files untouched, but some fixes involve a reset or a new drive. Always back up first.

• Could this be fixed without posting my laptop?

  Often, yes. Many software problems can be sorted with remote support while your laptop stays at home.

• Is it worth repairing an older laptop?

  Sometimes not. If parts are hard to find or the repair would cost more than the laptop is worth, the team will say so before you go ahead.