Frequently asked
Common questions, plain answers.
Most of what people ring to ask, written down. If your question isn't here, call us — chances are we can sort it on the phone.
General
General
4 questions
01 Do I need to book, or can I just walk in?
Walk-ins are welcome any time during opening hours. For laptops, gaming consoles and warranty work it helps to call ahead — that way we know parts are in stock and can usually book you in for a same-day return.
02 When are you open?
Monday to Friday, 9:30am to 5:00pm. Closed weekends and public holidays. For urgent business calls outside hours, call directly and we will work something out.
03 Where are you?
22 Bridge St, Muswellbrook NSW 2333 — Opposite the post office.
04 What payment methods do you accept?
Cash, EFTPOS, Credit Card, Afterpay, Zip Pay, Wizpay, Latitude, PayPal. Pick whatever suits.
Repairs
Repairs
5 questions
01 How long does a repair take?
Most common phone repairs (screen, battery, charging port) are completed same-day when the part is in stock. Laptops and gaming consoles are typically 1–3 business days. We give you a written turnaround on drop-off.
02 Do you use genuine parts?
For brands where we are an authorised agent (HP, Acer, Lexmark, Epson), warranty repairs use genuine OEM parts. For other brands and out-of-warranty work we use genuine where available, quality aftermarket otherwise — and we tell you which before doing the work.
03 What is the warranty on a repair?
Repairs are covered by a workmanship warranty quoted in writing at drop-off. Parts warranty depends on the source. AWA warranty repairs carry the original manufacturer warranty.
04 Will a screen replacement wipe my data?
No. Most repairs don't touch your storage. We do recommend a recent backup before any repair, just in case a device needs further work.
05 My device is water-damaged. What now?
Power it off, do not plug it in to charge, and bring it in as soon as you can. Sooner = better chance of full recovery. Rice doesn't help.
Authorisations
Authorisations
3 questions
01 Are you actually authorised to repair HP, Acer, Lexmark and Epson?
Yes. Phone Repairman is an AWA-authorised service agent for HP, Acer and Lexmark, and a direct service partner with Epson. Warranty work for these brands routes through us via ARA/AWA — same coverage as factory service, no parcel shipping out of the Hunter.
02 What does "AWA-authorised" actually mean?
AWA (Authorised Warranty Agent) is the partner network the OEMs use to deliver warranty service locally. For customers it means: same warranty cover as if you bought direct from HP, Acer or Lexmark, with parts ordered through the OEM channel and an open escalation line back to the manufacturer if something is unusual.
03 Can I get warranty work done here instead of shipping interstate?
Yes — for HP, Acer, Lexmark and Epson. Bring the machine in, we lodge the warranty claim and complete the repair locally. No couriers, no missing-in-transit, no waiting weeks.
Business and onsite
Business and onsite
3 questions
01 Do you do onsite service?
Yes — for businesses across the Upper Hunter. Workstations, printers, network, point of sale, fleet device repair. Bookable per visit or under a partner agreement for ongoing work.
02 We're an MSP. Can you subcontract for us?
Yes. We act as the field-service arm for MSPs running customers in the Hunter — white-label or co-branded. Call Tim directly to set up an agreement.
03 Can you supply and service mining IT fleet?
Yes. Phone Repairman supplies, repairs and onsite-services fleet devices for mining IT — phones, ruggedised laptops, printers. Quoted per scope.