⚠️ Time is Money – Especially for Mac Repairs
Every minute counts when your Mac has damage. Inaccurate or missing error descriptions not only delay diagnosis, but can lead to irreparable consequential damage in time-critical problems like water damage. A precise error description is the key to a quick and successful repair.
🔍 The Problem: From "Known" to a Novel
When you send us your MacBook for free, you can describe your error in the last field of this form. This sometimes results in the wildest and most varied descriptions. From poor error descriptions like "Known" to "My MacBook is broken. What does the repair cost?" to half novels with over 2,000 words.
If we don't know where the error in your MacBook is, we have to ask again and, within the scope of the free analysis, search for the error ourselves. This wastes valuable time during which some errors such as water damage can cause even greater damage.
🔧 Why Precise Error Descriptions Are So Important
Time savings in diagnosis: A clear description allows our technicians to immediately initiate the right diagnostic steps instead of blindly searching for the error.
Avoiding consequential damage: For critical problems like water damage or overheating, every additional hour can lead to irreversible damage.
Cost savings: Faster diagnosis means less working time and thus lower costs for you.
Right spare parts: With an accurate error description, we can order the required spare parts in advance and have them ready when your Mac arrives.
Realistic time estimate: We can immediately give you a realistic assessment of the repair duration.
✅ The Optimal Error Description: How to Do It Right
What does the optimal error description look like?
- First name the problem e.g. water damage, display damage, battery damage etc.
- Then explain the problem or your observation. Keep it short and concise.
- If you have already tested some things, briefly describe your test results
Here are some examples:
- Display error: Background lights up, but no display. External display via USB-C to HDMI or Display Port also doesn't work.
- Water damage repair: A glass of water spilled on my MacBook. Now the device won't turn on.
- Flexgate: Display turns off when opened/tilted at 20°.
This way we know exactly where the error is and can start with the targeted repair much faster.
🔧 Detailed Guide: Step-by-Step to the Perfect Error Description
Step 1: Identify main problem
Start with the most obvious problem. Is it a hardware or software problem? Does it affect the display, keyboard, battery, or performance?
Step 2: Describe symptoms
What exactly happens (or doesn't happen)? Describe the behavior as specifically as possible:
- When does the problem occur? (When turning on, during operation, during certain actions?)
- How does the problem manifest? (No display, strange noises, overheating?)
- How long has the problem existed?
Step 3: Name triggers
If known, describe what preceded the problem:
- Fall or impact
- Liquid contact
- Software update
- Overheating
- Unusual noises before failure
Step 4: Tests already performed
Tell us what you have already tried:
- Restart performed?
- External devices tested?
- Safe Mode tried?
- SMC/PRAM reset performed?
⚠️ Common Mistakes in Error Descriptions
Tip: Be specific and concise
Describe symptoms precisely (what, when, how often) instead of generic statements like “broken” or “doesn’t work”.
Too vague descriptions:
- ❌ "MacBook doesn't work" → ✅ "MacBook won't start, no response when pressing power button, no LEDs light up"
- ❌ "Display broken" → ✅ "Display shows vertical stripes on left half, rest of screen is black"
- ❌ "Runs slow" → ✅ "MacBook takes 5 minutes to start, programs open delayed, fan runs constantly"
Too detailed descriptions: Focus on the essential facts. Your assumptions about the cause are less important than the specific symptoms.
Missing context information: MacBook model, year of manufacture, and macOS version can be crucial for diagnosis.
🛠️ Specific Error Descriptions by Problem Type
Describing water damage
- What liquid? (Water, coffee, juice, etc.)
- How much liquid?
- Where did the liquid enter?
- Did the MacBook still run afterwards or did it turn off immediately?
- Did you turn it off immediately?
Describing display problems
- Is the display completely black or does it still show something?
- Does the backlight work?
- Does an external monitor work?
- Do stripes, spots, or discoloration appear?
- Does the touchscreen still respond (on corresponding models)?
Describing performance problems
- How long does the boot process take?
- Which programs run slowly?
- Does the MacBook get hot?
- Do the fans run constantly?
- What is the battery life?
Keyboard/Trackpad problems
- Which keys don't work?
- Do keys stick or not respond?
- Does the trackpad work for clicks and gestures?
- Does the Touch Bar respond (on corresponding models)?
📞 Our Service: Free Analysis and Fast Repair
With a good error description, you not only save time but also help us provide you with the best possible service:
- Free preliminary assessment: With precise descriptions, we can often give an initial assessment over the phone
- Express diagnosis: Your Mac is given priority treatment when we know what to look for
- Spare parts pre-order: Frequently needed parts are already in stock when your Mac arrives
- Realistic time estimate: You immediately receive a reliable indication of the repair duration
- Free return shipping: Even in case of non-repair, we send your Mac back free of charge
Use our free DHL label for shipping or call us directly for telephone advice on the optimal error description.
🔧 Checklist for the Perfect Error Description
Use this checklist before sending your MacBook
Basic information:
- [ ] MacBook model and year specified
- [ ] macOS version mentioned (if known)
- [ ] Main problem summarized in one sentence
Symptom description:
- [ ] Specific symptoms described (not "broken" or "doesn't work")
- [ ] Time of occurrence mentioned
- [ ] Frequency of problem indicated
Context:
- [ ] Trigger named (if known)
- [ ] For water damage: Type and amount of liquid
- [ ] For drops: Fall height and affected side
Tests already performed:
- [ ] Restart attempted?
- [ ] External devices tested?
- [ ] Special observations noted
FAQ about Mac Error Descriptions
Why is an accurate error description so important?
A precise error description saves time and money. Our technicians can immediately begin with the right diagnosis instead of having to search for the error first. For time-critical problems like water damage, every hour saved can be crucial to avoid consequential damage.
What happens if I give an inaccurate description?
With unclear descriptions, we must first perform a detailed diagnosis, which delays the repair. In urgent cases like water damage, this delay can lead to additional, irreparable damage. Also, we cannot provide a realistic cost estimate.
Can I add to an error description later?
Yes, you can provide us with additional information at any time. It's best to call us directly if you think of important details after shipping. Our technicians appreciate any additional information that helps with diagnosis.
What do I do if I can't describe the error exactly?
Should I include my guess about the cause?
Your assumptions can be helpful, but focus mainly on the specific symptoms. What you observe is more important than what you suspect. For example: "Display shows stripes" is more important than "I think the graphics card is broken".
How detailed should my error description be?
Optimal are 3-5 sentences: main problem, specific symptoms, trigger (if known) and tests already performed. Avoid both one-word descriptions and page-long texts. The most important facts are completely sufficient.