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No jargon, no pressure — here’s exactly what our technicians check, how long it takes, and what you walk away with.
You book a free device assessment, hand over your phone, and then — what? Most repair shops advertise the offer without explaining what it actually involves, which is exactly why people hesitate to book one.
At Case Indulgence, a free device assessment is a proper diagnostic check, not a sales pitch dressed up as one. This guide walks through every step so you know precisely what to expect before you walk into any of our QLD and NSW stores.
A free device assessment is an in-person diagnostic check where a technician physically inspects your phone, runs it through fault-finding software, and tells you exactly what’s wrong before any money changes hands.
It’s different from a phone quote or an online estimate. Those are guesses based on what you describe. An assessment is based on what’s actually tested — battery health readings, port continuity, screen response, water sensor status — so the quote you get afterward is the real one, not a starting figure that changes once they open the phone.
Honestly — it’s because a repair quote given without opening the phone is a guess, and guessed quotes are how customers end up paying more than they were told. We’d rather spend ten minutes confirming the actual fault than quote blind and adjust the price later.
It also means we sometimes tell people their device isn’t worth repairing, which costs us a sale. We do it anyway, because the alternative is a customer who feels misled — and that costs a lot more than one repair.
Every assessment at Case Indulgence follows the same process, whether it’s a cracked screen or a phone that won’t turn on at all.
You book online or walk in with your device. We take basic details — device model, what’s happening, and roughly when the issue started.
Before we touch the phone, we ask what you’ve noticed — does it happen all the time or only sometimes, did it follow a drop or a spill, has anything changed recently (a software update, a new case). This narrows down where to look first.
The technician checks the screen, frame, back glass, charging port, buttons, and speaker grilles for physical damage — including damage that isn’t visible from the front, like a slightly separated frame seam that points to internal impact.
We run your device through diagnostic software that reads battery health percentage, storage status, sensor function, and — on most models — internal moisture sensor history, which tells us if the phone has been exposed to liquid even if it looks dry now.
If you came in for a charging fault, we test charging speed and port continuity. If it’s a camera issue, we test every lens and the autofocus motor. We don’t run a generic checklist — we test what’s actually relevant to your complaint.
The technician tells you the actual root cause — not just “the screen’s cracked” but why the touch isn’t responding in one corner, for example, or why the battery drain is a swollen cell rather than a software issue.
You get a real price, not a range that grows once work starts. If genuine and aftermarket parts are both available for your model, we explain the price and warranty difference between them.
You can approve the repair on the spot, take the quote away to think about it, or decide not to proceed at all. None of those options cost you anything.
Most assessments take 10 to 15 minutes. A straightforward screen or battery check is often faster than that.
Water damage assessments take longer — usually 20 to 30 minutes — because the technician needs to check corrosion risk on internal components, not just whether the phone currently powers on. A phone that turns on after a spill can still fail weeks later from corrosion that hasn’t shown symptoms yet, so this step is worth the extra time.
You don’t need to back up your phone before an assessment — we don’t access personal data during diagnostics. If you go ahead with a repair afterward, we’ll flag beforehand if that specific job carries any data risk.
No — and this is usually the real reason people put off booking one. Our recommendation is based only on what the diagnostic finds, not on what pays the most.
If your phone only needs a $15 charging port clean rather than a $120 battery replacement, that’s what we’ll quote. If the honest answer is “don’t spend money on this one,” we’ll say that too — see the next section.
Sometimes the honest answer is that repair costs more than the device is worth, or the damage is severe enough that a fix won’t hold. This happens most often with:
In these cases we’ll tell you directly, and talk through the alternatives — data recovery only, trade-in value, or what to look for if you’re buying a secondhand replacement. We’d rather lose the repair than sell you one that won’t last.
| Method | Accuracy | Time | Cost | What you actually get |
|---|---|---|---|---|
| Free in-store assessment | High — based on physical testing | 10–15 min | $0 | Confirmed fault + fixed price |
| Phone quote over the call | Low — based on your description only | 2–3 min | $0 | A rough estimate, often revised later |
| Searching symptoms online | Variable — general causes, not your device | 15–30 min | $0 | A shortlist of possible causes, no confirmation |
A drop hard enough to crack glass can also knock a camera lens off-centre or loosen an internal connector. An assessment catches this before you pay for a screen and find a second fault afterward.
If the self-fit doesn’t fix it, you’ve spent money and still need a professional assessment — now on a phone that’s already been opened once, which can complicate the real diagnosis.
A quote given without seeing the device is a starting estimate, not a confirmed price. Treat it as a rough figure until it’s backed by an in-person check.
Yes, the assessment is always free, regardless of what we find or whether you go ahead with a repair. There’s no diagnostic fee and no obligation to proceed.
No, walk-ins are welcome at any Case Indulgence store. Booking online ahead of time simply reduces your wait, especially on weekends.
Yes, you’ll get a fixed price in writing before any repair work begins. It won’t change once the repair starts unless a new, previously hidden fault is found — and we’ll always confirm with you before doing extra work.
Yes, a dead phone can still be assessed. We check charging response, port continuity, and battery voltage to determine whether it’s a battery, charging, or logic board issue.
No, there is no obligation at all. You can take the quote away, compare it elsewhere, or decide not to repair the device — the assessment costs nothing either way.
Most common repairs, like screens and batteries, are completed the same day. The technician will confirm turnaround time as part of your quote, since it depends on parts availability for your specific model.
Whether it’s a cracked screen, a battery that won’t hold charge, or a phone you’re not sure is worth fixing, the only way to know for certain is a proper assessment — not a guess. Case Indulgence runs free, no-obligation assessments at every QLD and NSW store.
Our skilled technicians are dedicated to restoring your devices to their optimal functionality.
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