A broken blade and a damaged shell differ
If the blade snapped, say whether it came out of the lock or part remains inside. For shell damage, explain whether the blade is still attached and whether starting and remote buttons work. Keep detached parts; they may be relevant to the inspection.
Photographs of all the parts and a description of the incident help arrange the enquiry. You do not need to reassemble the damaged key just to show its original appearance.
Part of the key remains in a lock
Specify the lock: door, boot or ignition. Do not push in the other half or force the broken piece to turn. Further attempts can change the lock condition and complicate inspection.
Discuss removal of the trapped piece separately from making the key. Even after a piece is removed, the lock and key should be checked for normal operation.
A stuck key or a blade that will not turn: what to describeThe key starts the car but its shell or buttons are damaged
List the functions that remain normal. A broken shell does not necessarily mean the electronic parts are damaged. Equally, an intact-looking exterior after a drop does not prove that everything inside works.
With a flip key, explain whether the blade folds and locks in its open position. The mechanical mechanism, buttons and starting recognition are checked according to their individual roles.
Do you have a spare or is this your only key?
A working spare helps describe and compare functions against the vehicle. If the broken key is your only key and cannot be used, say so at the start. Options and work depend on the parts and vehicle system.
Do not request an ordinary duplicate without mentioning the damaged original. Making a blade, repairing a shell and making a new complete key require different enquiries.
Checks after the work
Test the agreed functions and the part that had the fault. For a new blade, confirm it performs the intended use. After shell work, check assembly, buttons and any folding mechanism.
Ask which existing components were retained, what was replaced and which functions the warranty covers. If your only key was damaged, you can also enquire about a separate working spare.