Frequently Asked Questions about Apple and Samsung Repairs

On verkaufen.ch, you can easily submit a repair request:

1. Search for your model and select the required service (e.g. battery replacement).
2. If we do not have the spare part in stock, you will be shown the usual delivery time.
3. You will also see a non-binding repair price estimate so that you can decide whether a paid repair is an option for you.
4. When completing the repair request, you can indicate whether it is a warranty case or a paid repair.
5. If you are submitting a warranty claim, please upload your proof of warranty.
6. We will then send you our delivery note and a prepaid shipping label by email, which you can use to send the device to us free of charge.

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Data Backup;
Please make a complete backup of your data (via iCloud, iTunes, or Google/Samsung Cloud). We cannot accept any liability for data loss during the repair process.

Maintenance Mode & Locks

1. Samsung devices
   Please activate Maintenance Mode. This allows our technicians to access diagnostic functions without being able to see your private photos or messages.
2. Apple devices
   Please turn off the "Find My iPhone" feature. As long as the activation lock is active, Apple's system does not allow official certification of the repair.
3. Factory reset
   If the display or the device is still functioning, please reset the device to factory settings.

Proper Packaging & Accessories

1. Only the device
   Please do not send any accessories with your device. Cases, charging cables, power adapters, or original packaging are not required for the repair and might get lost during the process.
2. Secure shipping
   Wrap the device in bubble wrap or sufficient paper and use a sturdy cardboard box.
3. Include Documents
   Please include the following documents in the package:
   The printed order confirmation of your repair registration.
   A copy of the proof of purchase is strictly required for warranty claims.

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Yes, we look forward to welcoming you. At our headquarters in Steinhausen, you can benefit from personal advice and the possibility of having your device repaired as quickly as possible..

To ensure the best possible quality, we use only original Apple or Samsung parts.

Please call us in advance, so that we can discuss the issue with you. Our support team will then check whether the required spare parts are in stock and whether an express repair is possible.

If we are unable to repair your device within one to two hours, we can also send the repaired device back to your home by Swiss Post..

Telephone availability:	Monday to Friday: 09.00 – 12.00
Phone number:	041 525 85 86
Email adress:	customercare@recommerce.ch
Shop opening hours by appointment:	Monday to Friday: 09.00 – 12.00 / 13.00 – 17.00
Adress:	Hinterbergstrasse 22, 6312 Steinhausen (ZG)

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As soon as your package arrives, our certified technicians take over. Your device goes through a standardized process to ensure the highest possible repair quality:

Incoming inspection & confirmation
We inspect the external condition of the device and the reported defect. You will immediately receive an email confirming that your device has arrived safely.

Warranty status check
As an official Apple and Samsung Service Provider, we first check whether the repair can be carried out free of charge under the manufacturer’s warranty.

Cost estimate
If the repair is chargeable, we will prepare a detailed cost estimate.

You can accept or reject the cost estimate. If you reject it, you can choose whether we should return the device to you unrepaired or dispose of it professionally.

In both cases, you will receive an invoice from us, which you can easily pay using the link in the email.

Processing fee
Please understand that if you reject the cost estimate, we will charge a processing fee of CHF 39.00, which covers the transport costs and part of the work involved in the initial inspection.

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Payment
You can conveniently pay the invoice using the link provided in the cost estimate email. The transaction is processed through a secure payment gateway.

As soon as the payment is received, your device will be released for repair, or we will send your device back to you unrepaired.

Payment methods

1. Credit cards: MasterCard und Visa
   You can pay with your credit card conveniently and securely.
2. TWINT
   With TWINT you can pay online; simply log in to your app and confirm the payment. Without additional charges.
3. PostFinance
   You can pay online with your PostFinance card by using your card number and ID number. Without additional charges.
4. PostFinance E-Finance
   You can pay with your PostFinance E-Finance account. After selecting the payment method, log in with your E-Finance number and password. The amount will then be debited directly from your PostFinance account free of charge.
5. Invoice with installment option (POWERPAY)
   You can easily pay your repair by invoice. After a credit check, the invoice will be sent to you by e-mail. The invoice is processed by the external payment service provider MF Group. You have the option of paying the invoice interest-free all at once or in flexible monthly installments. More information about this is given in the General Terms and Conditions of Powerpay.
6. Prepayment
   If you choose Prepayment as the payment method, you make your payment via online banking, at your bank or by post.

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We will send you an email update in the following situations:

1. We confirm that we have received your device.
2. After the initial inspection, if we have any questions, for example regarding the description of the issue.
3. If the repair is not covered by warranty or is a chargeable repair, you will receive a cost estimate.
4. If the repair is delayed because we need to order a spare part. You will receive this email on the same day or, at the latest, on the next business day.
5. When your device is shipped, we will send you the Swiss Post Track & Trace number so that you can easily track your shipment.

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Our goal is to keep the time you are without your device to a minimum – usually 3 to 5 business days.

After the repair, we carefully package your device and send it by PostPac Priority Registered.
This means your device is insured and will usually be back with you on the next business day.

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We work very efficiently. The repair itself often takes around 2 days for Apple devices and around 1 day for Samsung devices. Including shipping, please allow 3 to 5 business days.

If this is too long for you, you are welcome to visit us in Steinhausen, where we can repair your device as quickly as possible.

Please call us in advance so that we can discuss the issue with you. Our support team will then check whether the required spare parts are in stock and whether an express repair is possible.

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You have a choice: We can return the device to you unrepaired or dispose of it professionally for you, including certified data destruction using a shredding process.

In both cases, we charge a processing fee of CHF 39.00 to cover our costs (shipping and labour).

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On the device

1. Enter the Apple Account / Apple ID and password that were activated on the device.
2. Afterwards, the iPhone can be activated or reset as normal.

If you have forgotten your password: Restore your Apple Account or reset the password first. Apple states that the Activation Lock on the device can be removed by entering the Apple Account and password, or in some cases, the device passcode.

On iCloud.com

1. Log in at iCloud.com/find
2. Select the device
3. Choose "Remove This Device"
4. If necessary: Erase the device first, then remove it

Apple confirms that this removes the Activation Lock and allows another person to activate the device.

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Google Factory Reset Protection (FRP)

1. Log in at myaccount.google.com.
2. Click on "Security" in the navigation panel.
3. Scroll down to "Your devices" and select the "Manage all devices" option.
4. Select the specific device you want to unlock.
5. Click on "Sign out" and confirm your choice.

If you forgot your password: Restore your Google account first. According to Samsung, changing your password may trigger a waiting period before the new password can unlock the device.

Samsung Activation Lock
An active Samsung Activation Lock might also be present on your device, which was particularly common on older models.

1. Go to Settings on your device and remove the Samsung account.
2. Next, remove the Google account.
3. Afterwards, perform a factory reset via the settings menu.

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Apple Devices
If you have proof of ownership, Apple can review a request to remove the Activation Lock. Apple explicitly provides an "Activation Lock support request" for this, which requires proof of purchase. In this scenario, your best option is to visit an Apple Store in person.

If the device belonged to a deceased family member, please contact Apple Support or visit an Apple Store.


Samsung Devices
If you no longer know your login credentials, send us your device along with a proof of purchase, and we can reset your device for a fee.

You are also more than welcome to visit us anytime in Steinhausen or stop by our Samsung Shop in Zurich.

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A smartphone or laptop contains your entire digital life. It is completely normal to wonder what happens to your photos, messages, and passwords during a repair. The short answer is: We repair your hardware; we do not touch your private data.

Our Advanced Authorization Concept
We operate on the principle of least privilege. This means that our employees only see the data on their screens that is absolutely necessary to fix the defect or process your order.

Access to your private folders, image galleries, or emails is strictly forbidden. Furthermore, every employee has committed in writing to compliance with data protection requirements in accordance with the Swiss Federal Act on Data Protection.

What you can do in advance (and when it is not possible)
We generally recommend that our customers reset their devices to factory settings before dropping them off or shipping them

For Samsung devices, please activate the Maintenance Mode: This allows our technicians to access diagnostic functions without being able to see your private photos or messages.

However, we know that this is often not possible in many cases:

1. The display is completely black or broken.
2. The device can no longer be switched on.
3. The device lock can no longer be removed due to a defect.

Do not worry: Even in these cases, our strict physical and digital security measures in the workshop remain fully in effect.

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If a complete erasure of the device is unavoidable for a manufacturer-specific calibration or a component replacement, we carry this out according to certified standards.

1. Confirmation in the system: Every erasure is logged and countersigned in the system by the executing technician.
2. Irreversible: We ensure that data can no longer be physically recovered after processing.

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Those who get a repair want peace of mind. That is why we explain here completely openly what warranty claims you have with us in each specific case.

The official manufacturer's warranty
Is your device still within the statutory warranty period or the period granted by the manufacturer?

1. As an authorized partner, we handle the claim directly through Apple or Samsung.
2. The repair is free of charge for you, provided there is no user-inflicted damage (such as a drop or water damage).
3. Important according to manufacturer guidelines: Only repairs carried out by authorized centers guarantee that your remaining manufacturer's warranty continues completely unaffected.

Warranty on completed repairs
What happens if your device was out of warranty and you paid for the repair yourself?

1. We trust our work and our genuine spare parts 100%.
2. For paid repairs outside the manufacturer's warranty, you receive our own 3-month warranty covering both the installed parts and the craftsmanship of our technicians.

The Recommerce warranty (on purchased devices)
Did you buy your used or refurbished device through verkaufen.ch, RS Solutions, or directly from Recommerce AG?

1. Our own comprehensive Recommerce warranty applies to the entire device here. The exact duration is specified on your sales invoice.
2. If a covered defect occurs within this period, we will repair it quickly and straightforwardly.

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Does the warranty remain valid after the repair?
Yes. As we are both an Authorised Apple Service Provider and an Official Samsung Service Provider, your existing manufacturer’s warranty remains fully valid after the repair.

If you purchased your device from us, the original warranty period stated on the invoice also remains valid.

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In Maintenance Mode, personal data such as photos, videos, contacts, messages, files, and call logs are inaccessible to the repair technician. A restricted, separate environment is created. While pre-installed apps can be used, private accounts, files, and content remain fully protected.

This feature is available for all Samsung devices running One UI 5.0 or newer.

Benefits of Maintenance Mode
The main advantage of this mode is that it allows the technician to generate an error log that does not contain any private content. This log assists them in troubleshooting the issue.

Additionally, you do not need to reset your device, saving you from having to completely reinstall it afterwards.

Important: Samsung still recommends creating a backup prior to a repair, as data loss can never be entirely ruled out during repair or diagnostic processes.

How do I turn on Maintenance Mode?

1. Open Settings
2. Open Battery and device care (or Device care)
3. Select Maintenance Mode
4. Optional: Back up your data
5. Select Turn on

The device will restart and will then be in Maintenance Mode.

How do I turn off Maintenance Mode?

1. Open Settings
2. Open Battery and device care (or Device care)
3. Select Maintenance Mode
4. Select Exit
5. Confirm the restart
6. Authenticate using your PIN, password, pattern, or fingerprint

The device will then restart back into normal mode. Samsung notes that entering your screen lock credentials is required to exit Maintenance Mode.

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On Galaxy Z Flip or Z Fold models, the film on the inner foldable display is not a regular accessory film, but a protective screen protector specifically designed for foldable displays.

Samsung explicitly warns that improper removal or using an unofficial replacement film can lead to touch issues or display damage.

What should you do now?

1. Do not pull it any further
   If the film is only peeling at a corner or in the area of the crease: do not pull it off further. The inner display is significantly more sensitive than a standard smartphone glass display.

1. Open and close the device as little as possible
   If the film is peeling in the middle at the crease or forming bubbles, further folding can increase the detachment.

1. Send the device to verkaufen.ch
   Replacing the protective screen protector is free of charge for all Samsung Galaxy Z Flip4 and newer, as well as Samsung Galaxy Z Fold4 and newer!

1. Bring your device to us in Steinhausen or Zurich
   You are welcome to bring your Samsung Galaxy Z Flip or Z Fold to us in Steinhausen or to the Samsung Shop.

Telephone availability::	Monday to Friday: 09.00 – 12.00
Phone number:	041 525 85 86
Email adress:	customercare@recommerce.ch
Opening hours Steinhausen::	Monday to Friday: 09.00 – 12.00 / 13.00 – 17.00
Adresse:	Hinterbergstrasse 22, 6312 Steinhausen (ZG)
Opening hours Zurich:	Monday to Friday: 10.00 – 13.00 / 14.00 – 17.00
Adresse:	Samsung Shop Giesshübelstrasse 30, 8045 Zurich

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When is a replacement necessary?
When the capacity drops below 80% or the device suddenly shuts down in cold temperatures, the battery has reached its chemical aging point.

Safety first
We only use original batteries. Cheap copies can swell up or damage the motherboard.

Sustainability
A battery replacement is the most cost-effective method to extend the lifespan of your device by 2–3 years.

Professional Check
We do not only inspect the battery but also check the charging electronics and the charging port for dirt, debris, or defects.

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A smartphone accompanies us every single day. It is an alarm clock, camera, means of payment, communication hub, memory album, and often a work tool. Therefore, when it breaks, the question quickly arises: Should I have it repaired, or is it time for a new device?

The honest answer is: It depends.

Not every repair is worth it. But equally, not every defective device is automatically a case for a new purchase. Often, a repair is cheaper, more sustainable, and makes more sense than you might think at first.

 
When is a repair worth it?
A repair is particularly worthwhile if your device generally still functions reliably and only has a single problem. A repair makes the most sense if you are actually satisfied with your device: It is fast enough, the camera is sufficient for you, all apps work, and you do not necessarily want to get used to a new model.

Additionally, you help the environment because your device is used for longer. Depending on the device and the repair, a repair can save roughly 60 to 90 kg of CO₂e compared to buying a new one.

 
When is a new purchase the better solution?
A new purchase can make more sense if several things are no longer right at the same time. You no longer receive software updates, the battery is weak, or the camera is no longer sufficient for you. If the repair costs are very close to the value of an equivalent replacement device, you should compare more closely.


Our goal: Not to repair as much as possible, but to advise honestly
We believe that good repair advice should not just sell any repair. Sometimes repairing is the best solution. Sometimes a replacement device is more sensible.That is why we inspect your device and show you transparently what options you have. You will find out what the repair costs, how sensible it is in relation to the value of the device, and whether the effort is worth it from our perspective.

 In the end, you decide – but with a clear baseline.

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As a specialized division of Recommerce AG in Steinhausen and RS Switzerland SA in Fribourg, we have been your certified partner for Apple and Samsung repairs in Switzerland for more than 10 years.

Across Switzerland, both companies employ more than 55 people across both locations. On average, our team members have been with us for more than 6 years. This stability and experience secure the expertise that your device deserves.

Both companies belong to the international Recommerce Group, based in Paris, which was founded in 2009.

At verkaufen.ch, our core focus is a single promise: We give your devices their full life back, in record time and without compromising on quality. We do not strive for the lowest price, but for the highest standard. For us, repair means precision work.

With over 45,000 processed devices per year (both in-warranty and out-of-warranty), we are among the leading repair companies for smartphones, tablets, laptops, and wearables.

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As an authorized partner, we repair your iPhone, iPad, Mac, or Apple Watch exclusively with original replacement parts.

Our certified technicians perform all work strictly according to manufacturer guidelines, ensuring that any existing Apple manufacturer warranty remains fully intact. In addition, a repair is not only easy on your budget but also saves up to 90 kg of CO₂e compared to buying a new device.

Further information can be found on our dedicated page for professional Apple repair in Switzerland.

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As Switzerland's largest Samsung repair company, we hold the highest Samsung Grading A and repair your Galaxy device strictly according to official processes.

Our certified technicians use only original replacement parts, meaning your existing manufacturer warranty remains completely unaffected.
At the same time, you are doing something good for the environment: a professional repair extends your device's lifespan and saves up to 90 kg of CO₂e compared to a new purchase.

Further information can be found on our dedicated page for professional Samsung repair in Switzerland.

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Every repair is an active contribution to environmental protection. A smartphone consists of valuable resources such as gold, cobalt, and lithium, the extraction of which puts a heavy strain on the environment.

The savings potential always refers to the CO₂ consumption during the manufacturing of a new device, the mass of the materials, and the complexity of the components.

In addition, CO₂e emissions depend on the size of the device, the display technology, and the chip. You can find the exact footprint figures (for a new purchase) of a specific model on the manufacturers' websites. The following CO₂e figures are therefore average values, which may vary for a specific model.

Improving the CO₂-Balance
Compared to a new purchase, a professional repair saves:

Smartphones:	approx. 80% saving potential or up to 90 kg CO₂e
Tablets:	approx. 80% saving potential or up to 90 kg CO₂e
Smartwatches:	approx. 70% saving potential or up to 25 kg CO₂e
Laptops:	approx. 70% saving potential or up to 200 kg CO₂e

Conserving resources
By replacing individual components, we extend the lifespan of your device by years and prevent valuable electronic waste.

Circular economy
As part of the Recommerce Group, we live and breathe the "Circular Economy". Devices that can no longer be saved are recycled professionally by us in a certified process.

Defective components and spare parts
An official service partner must return the vast majority of defective components and spare parts to the manufacturers. Depending on their condition, these parts are then refurbished in the respective factories, or the valuable resources are used for the production of new parts. This is a very important contribution to reducing environmental impact!

Did you know?
A battery replacement after two years is the most effective method to nearly cut the ecological footprint of your iPhone or Galaxy device in half. To make the figures above more tangible: 25 kg CO₂e is roughly equivalent to charging your smartphone for the next 15 to 20 years!

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