Complaints

• Initial Complaint

  24/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  dropped off my phone to have the back glass and speaker replaced, after the repair my sim card would intermittently stop reading, i went back to have them look at it and they charged my an additional $75 diagnostic fee and claimed it was water damaged. after going through that they said it was the sim card itself. I went to my provider and got a new sim card and found they had taped the sim card to the sim tray and a new sim did not fix the issue. I went to another cell repair place and they found a loose wire inside.

  Business response

  03/08/2024

  This is interesting.
  
  1. We did repair the back cover and the speaker for his phone.
  
  2. In this complaint, *** suggests that his *** stopped reading after the repair. This is not honest. After I received the BBB request, I immediately called *** because I was confused. Unexpectedly, his wife/companion answered the call and had a conversation with me. She explained that she was upset with *** because he had that *** problem for a long time, before he dropped it off for the back replacement at Cellular Magician. She mentioned that she was disappointed that he never told us about this problem when he first dropped it off.
  
  3. In his next comment, he challenges the fact that his phone had water damage. I struggle to understand this as well. He came back a few days after the repair claiming that his service wasn't working. We opened the phone and discovered a lot of water in his phone. For reasons I can't understand, he questioned how the water got in his phone. Well, we can't answer that question because it is not our phone. We don't know how to answer his question. How do you help someone when they don't believe you? Either way, there was water in his phone.
  
  4. We still did not know that his signal issue was intermittent, because he didn't share that information with us. We simply knew there was water in the phone and it was not working. We called him and offered to clean his phone motherboard for $75.00, instead of the regular $125.00 we charge. We offered a discount because he had just fixed his back cover a few days prior. We felt bad and wanted to help. He agreed.
  We cleaned the board and then tested the phone. Once the water damage was completed, we were able to get his phone to make phone calls perfectly. During the diagnosis, we discovered that his *** card was faulty. We confirmed this because when we put our tester *** into the phone, it would work. We also tested by placing his *** card in one of our phones. His *** was bad; it didn't work with our phone either.
  
  5. He is complaining that we taped his ***. YES! I taped the bottom of his *** myself. It is a trick I learned in the 15 years I have been in the industry. When I realized his *** was not working, I reinforced the bottom of his *** by building it up so that it would make better contact with his phone.
  
  6. He claims his phone stopped working, and he brought it to a shop, who claimed there was a loose connection, and then they gave him a NEW ***. I am still confused. The phone worked perfectly with our ***, and he picked it up. We told him he needed a new ***.  We were right.
  
  Either way, I am not sure what he is disputing here? We didn't charge him for the signal service or the *** issue. We only charged him for the water damage that we cleaned on his phone.
  I am not sure why he is disputing $225.00. That makes no sense. I also have the recording of the conversation with his wife/companion where she volunteers that the signal was a problem before it ever came to our store.
  
  Honesty and integrity are very important to us.  Also, all the indicators on his motherboard are RED.  The white indicators turn red when the motherboard makes contact with water, so I guess that's further proof his phone was water damaged.  
  
   

• Initial Complaint

  31/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my ******* Galaxy S23 Ultra to get the phone repaired. And I get something happened and I get that. But there is no need for the business person to swear at me and treat me like a piece of s*** He was causing me anxiety and my PTSD kick act up again. He yelled at me and then kicked me outside. And when I mentioned that I was getting in contact with the BBB that's when he went off on me and kicked me out of the store.

  Customer response

  01/06/2024

  Would like to cancel this complaint. The owner and i worked things out and everything is good now.

  Customer response

  03/06/2024

   
  Better Business Bureau:
  
   Would like to cancel this complaint. The owner and i worked things out and everything is good now.
  
  Sincerely,
  
  *************************

• Initial Complaint

  19/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - On August 30th 2023 I dropped off the **** Console for repair to the original workable condition - Transaction Date: September 19th 2023 - The Amount Paid: ****** CAD - The business committed to repair my **** One S (1TB) console to its original workable condition for ******CAD (Tax Included).- The dispute nature is that I paid the asked repair cost (******CAD) , picked up the **** Console, however, I found that the Console was not working properly (The Console worked for few minutes then the power goes off, repeatedly). I returned the console back on September 20th 2023 to the business and explained to them that it was not repaired to the original working condition. They told me that they suspected that it might be a Hard Drive problem. They took it back for diagnoses, and then phoned asking for additional ******CAD for the suspected Hard Drive repair. I did not request further repair and just asked a refund of the ****** CAD. I was not satisfied not having my console repaired as it should be for the agreed quoted *****, accordingly, I asked a refund which was denied by Cellular Magician manager. Please refer to the enclosed pdf file for the supportive receipt and repair stickers showing the aforesaid dates.

  Business response

  19/12/2023

  Dear sir,
  
  Thank you for reaching out to us regarding your experience with the repair of your XBOX One S console. We understand how disappointing it must be to encounter further issues after the initial repair, and we appreciate you bringing this to our attention.
  
  Upon reviewing your case, it appears that the initial repair focused on the power button, as per your request. Unfortunately, during our standard diagnostic process, which does not involve extended gameplay, we were unable to detect the secondary issue with the hard drive. We sincerely apologize for any inconvenience this oversight may have caused.
  
  We value our customers and are committed to providing quality service. To resolve this matter, we would like to offer to repair the hard drive issue at no labor cost to you, charging only for the hard drive itself. This gesture is our way of showing our commitment to customer satisfaction, even though the hard drive problem was not initially evident during our diagnostic process.
  
  Regarding your request for a refund, we understand your frustration. However, as the initial repair on the power button was completed successfully, and the hard drive issue was a separate, undetected problem, we are unable to issue a full refund. We believe that offering the additional repair at cost is the fairest solution for both parties.
  
  We hope this resolution is acceptable to you and look forward to the opportunity to restore your console to its full functionality. Please let us know how you would like to proceed, and we will make all necessary arrangements.
  
  Sincerely,
  
  *************************
  Cellular Magician
  

  Customer response

  21/12/2023

   
  Complaint: 21030587
  
  Dear ******************,
  I hope this message finds you well. I am writing in response to your recent communication regarding the ongoing matter concerning the repair of my **** One S console at your reputed business Cellular Magician. I appreciate your prompt attention to this issue and your proposed resolution.However, I must express my disagreement with some aspects of your response.
  Firstly, I would like to clarify that the issue with the console was not "furtherly encountered" after the initial repair. I returned to your shop immediately on September 20th, the day after receiving the console, when I observed that it still exhibited the same problemshutting down after a few minutes of operation.
  Secondly, when I initially dropped off the **** Console for repair on August 30th, my request was straightforward: I asked for a comprehensive repair to restore the console to its original working condition, your team took several days before completing the initial diagnostic process and informing me of the repair cost of ******CAD for the problem. I did not specifically request a focus on repairing the power button. For further confirmation, I have a witness, *****************************, who can attest to this fact upon request, as she was present during that visit.
  I believe that spending more is never feasible for such old model of ****, I just wanted it repaired for my 13yo daughter who loved playing with it.
  Despite of all, I see that Cellular Magician as a right place to seek electronic repairs and I would not hesitate to recommend your outstanding and extraordinary services to my friends and relatives. I understand that unforeseen issues may arise during the diagnostic process, but it is crucial to emphasize that my primary request was for a functional console. The console, being an older model, does not feasible additional expenditures.
  In light of these circumstances, I must firmly reject the proposal to charge an additional ******CAD for the hard drive repair. I am not seeking a replacement of the hard drive; rather, I am seeking a resolution that aligns with the original agreement to restore the console to its full functionality for the quoted repair cost.
  Additionally, I have attached a screenshot of an error message that newly appeared after the second collection of the console.Although after the first time I picked up the console, it worked for a few minutes playing a CD before it powered off repeatedly, as explained above. This indicates that the console's condition is worse after the second pickup.
  I appreciate your attention to this matter and look forward to a prompt and satisfactory resolution.
  Sincerely,
  *********************

  Business response

  22/12/2023

  We will not give you a refund for the power button, because it was broken, you authorized the repair and it we completed it.  We are willing to replace your hard drive at cost, which is more than generous.  The cost of this repair would be $50 - $75.00
  
  

  Customer response

  23/12/2023

   
  Complaint: 21030587
  

  Dear *****************,
  I trust this message finds you well during the festive season. I wanted to express my gratitude for your prompt response and your commitment to addressing the concerns outlined in my previous correspondence.
  To reiterate, my initial request for the repair of the **** One S console was aimed at restoring it to its original working condition comprehensively. It appears that there might have been a misunderstanding during the drop-off on August 30th, as I did not explicitly authorize a specific focus on the power button repair.
  I am open to accepting a resolution that involves making the console fully functional without specifying particular repairs. Considering my health issues and limited income, I propose a compromise wherein I am willing to pay an additional 50CAD,inclusive of tax, on top of the initial payment of ******CAD. I believe this is a fair and reasonable solution that considers the need for additional repairs while adhering to the original agreement.
  I sincerely hope we can find common ground and resolve this matter amicably. Kindly confirm if this proposed resolution is acceptable, and we can proceed with the necessary arrangements to repair the console.
  Thank you for your understanding and cooperation. Wishing you a joyous holiday season.
  Sincerely,
  *********************
  
  Sincerely,
  
  *********************

  Customer response

  02/01/2024

  Complaint: 21030587
  
  Dear ******************,

  
  I trust this message finds you well during the festive season. I wanted to express my gratitude for your prompt response and your commitment to addressing the concerns outlined in my previous correspondence.
  To reiterate, my initial request for the repair of the **** One S console was aimed at restoring it to its original working condition comprehensively. It appears that there might have been a misunderstanding during the drop-off on August 30th, as I did not explicitly authorize a specific focus on the power button repair.
  I am open to accepting a resolution that involves making the console fully functional without specifying particular repairs. Considering my health issues and limited income, I propose a compromise wherein I am willing to pay an additional 50CAD, inclusive of tax, on top of the initial payment of ******CAD. I believe this is a fair and reasonable solution that considers the need for additional repairs while adhering to the original agreement.
  I sincerely hope we can find common ground and resolve this matter amicably. Kindly confirm if this proposed resolution is acceptable, and we can proceed with the necessary arrangements to repair the console.
  Thank you for your understanding and cooperation. Wishing you a joyous holiday season.
  

  Sincerely,
  

  *********************
  

  
  

  Customer response

  15/01/2024

  Dear Better Business Bureau,
  I trust this message finds you well. I am writing to provide an update on my ongoing communication with the business manager in regards to a service matter. I appreciate your continuous support in helping to resolve this issue.
  As of my last communication with the business manager on December 23rd, 2023, I have not received any response to my latest proposal.
  I remain committed to reaching a fair and amicable resolution, and I have been patient in awaiting the business manager's response. However, considering the time elapsed without any communication, I am seeking your advice on the appropriate course of action.
  Could you kindly provide guidance on the next steps I should take to ensure a resolution to this matter? Your assistance in this regard would be greatly appreciated.
  Thank you for your attention to this matter, and I look forward to your guidance.
  Sincerely,
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩