Complaints

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to *** Cell Phone Repair ******* North *** of ***** to pick up a phone that I had dropped off one week earlier needing a new screen and digitizer. Was given my phone, asked if they had any cases or screen protectors for my phone she said no. Put my phone in the car on a magnetic holder and there it remained for the rest of the day, carried my phone inside that is the most I handled it all day. Next day I find a chip on the side of my screen. All I could think it is from is perhaps carrying the phone while I was using my crutches, but the phone was never pressed up against them or had any significant amount of weight put on it. Normal working phones would not crack under such a small amount of pressure. Then the next morning there's a crack across the screen and it's pushed outward like there was too much pressure for the screen to hold , obviously indicating that it was installed wrong. When I called the woman informed me that they only offer warranty for defective products not for damages and there was nothing they could do. I told her that doesn't make sense if the problem was with the installation being done wrong oh, and that there are faulty products in every single thing you could buy on the market, and she ******* and said a phone screen doesn't just break itself we don't cover whatever you did to your phone. This is ridiculous company should ******** their work not just the part they install.

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/19) */ The customer came in on Saturday ****** at *** for the screen replacement. We don't have that screen replacement or accessories as part of our inventory so we went ahead and placed a special order for the screen on ****** after the *** of **** weekend. The part arrived on ****** and the customer stopped by on ****** to pick up. The customer service rep and area manager spoked over the phone with the customer and we explained our ******** policy. During the phone call with the area manager, the customer ended the call abruptly. All Repair ********** cover defects only. All Repair ********** only cover the part that was replaced only. All Repair ********** come with the replacement of defective parts, no refunds will be ****** All Repair ********** are ******** if the replacement part has physical or ************ Liquid ******* If you break your replacement ******* there is no replacement ********* Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because what they don't tell you is that I abruptly ended the call because they were being ******* ***** and ******** at *** As I stated on the phone I understand that their business policy is that the warranty is void if the replacement part is ******** but if the damage is caused by incorrect placement of the part, or a faulty part, it should be covered under warranty. This is another point where I feel like they were definitely just trying to get out of it, because when I suggested that perhaps the part that they ordered was faulty, they told me that they bought premium glass and every single phone screen they ordered from that manufacturer was exactly the same, made with exactly the same glass so there is no way it was a ****** product. Do they really think I'm that ******* Every single product out there by any specific brand is made by exactly the same ********* that every other one of that exact same item is made out of, and they should all be exactly the same, but every day thousands of ********* have to return products to the store they purchase their item because there are faulty products that every manufacturer puts out. That being said, it could very well have been there work that damaged my phone, and not the product that they used. The glass on my screen cracked upward, suggesting that there was too much pressure on it, although I didn't really get a chance to get too far into this with the manager, seeing as how the moment I started talking she cut me off abruptly to tell me that phone screens don't just crack themselves in a very rude tone and laughing. At which point I ended the call because that was extremely unprofessional. I could have checked out the phone and noticed all this before i left the store, except when i showed up my phone was dead, and I was not physically handed the phone until I paid. Quite odd that the phone wouldn't be charged at all, seeing as how they were fixing the **** Obviously they did not even check the work they had done. So ************** I ** so ********** Business Response /* (4000, 17, 2022/09/15) */ We can offer a one-time only free screen replacement. As of this month we will be stocking this part in our inventory. We carry the premium quality for this model. If the customer would like to stop by to any of our stores for the one-time free replacement, she is more than welcomed to.

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