TL-DR: Good experience overall, improved communica...

TL-DR: Good experience overall, improved communication could make it great.

Like other reviewers I had no option but to use this company despite reading some terrifying reviews - my OnePlus Nord which isn't even a year old had what started as one dead pixel & slowly within the next 18hrs they had all died and I couldn't see a thing! After I realised the problem was getting worse (first few hours) I submitted an 'RMA' on the OnePlus website with a couple of photos of the partially black screen (on a Saturday evening). Received an email immediately with limited info on it, just details of SBE's address, my IMEI number for the RMA and a link to create a Royal Mail label.
Next morning (Sunday) I wiped the phone (it recommended this on the OnePlus site I think) after frantically backing up the most important things I needed as the screen was barely visible by then. I was then shocked to find the Royal Mail label wouldn't generate despite various attempts amending info to try to get it to work. I had no idea what to do. It was a Sunday so understandably noone answered the phone at SBE. I submitted a contact form on the SBE Ltd website explaining the situation as well as one on the Royal Mail site & hoped for the best.
Next morning (Monday) the label was working thankfully, so I popped it to the post office. I received a reply to my message to SBE on the Tues morning (which was pretty prompt having read reviews about slow response times, but I wondered if that was due to the issue being pretty simple (the response was from Alyson who had tested the Royal Mail label form & it worked, so she recommended I try it again). I responded explaining I'd managed to get it done & that the phone should be with them now. I asked for an indication of the process that would follow - since the OnePlus site simply said my phone would be checked & I would be told of any charges (if not covered by warranty) before any repairs were made - Alyson replied that afternoon with a friendly email:
'Once the device has been assessed and if there are any issues we will be in touch. If the repair is chargeable, none of the repairs will go ahead until we have received payment. If the device is repaired under the warranty, the only notification you should receive is to let you know that it is on its way back to you. Our repair process is 7-10 working days, although this is subject to parts availability. I hope this helps.'
I was a bit disappointed the repair could potentially take a while & I wouldn't get an update if it was being fixed under warranty until it was being returned to me. This left me wondering how long I'd have to wait to hear from them, but also hoping I didn't hear from them as that would mean they'd expect me to pay! Bit of a funny one. Anyway, I tried to use the online tracking system on their website - tried different info (IMEI, postcode etc as per the form) nothing worked; it couldn't find my repair. I wondered if it had even been entered into the system yet, days after having arrived Monday evening according to my Royal Mail tracking number.
I needn't have worried; phone arrived fixed & in original case (different packaging to when I sent it off) unannounced on Friday afternoon, meaning the overall repair was very quick indeed. I wasn't home to accept it, but luckily a relative was! Apparently it was delivered by the same person who dropped off an Amazon parcel at the same time?! I know from experience that they usually pop our general Amazon parcels in the porch which is not secure, so I'm lucky someone was home to accept my mobile phone.
This (plus lack of repair tracking information) is where SBE could improve - I didn't receive the notification that my device was being sent back to me, as promised in the email. People need to be informed of the fact their expensive device is going to be delivered so they can arrange to be home. Plus notifying of repairs going ahead (even under warranty) would be helpful, so people aren't left waiting/worrying, especially if parts being ordered could cause delays as I was told.
I'm happy overall :)