Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in for a battery change on my phone. I got my phone back and it didnt want to turn on. They kept my phone for three weeks and said that they were waiting for parts. They finally said that the parts arrived they gave me my phone back and the same thing kept happening. They didnt want to fix my phone. They refused to give me any service and they kicked me out of, the location without reason, I gave them respect and courtesy and only received humiliation and resentment for my business

  Business response

  07/11/2024

  June 10 ********************* claiming phone was power cycling after our previous phone repair. Which was brought in initially for a swollen battery which caused the back glass to break and front screen to pop out of the frame. 
  we agreed to take a look at the phone and we found the issue was caused by a missing mic sensor. Which could of been a result from a broken back glass. No problem we agreed to cover it at no further expense to the customer.
  
  Same day on June 10 we explained that part sensor was out of stock and we would need to wait for parts to become available. We have 3 main suppliers two of which sell the part. One of the warehouse was moving so their stock was removed from purchasing. The other supplier also had no stock on the parts we needed for repair. 
  
  Parts became available to purchase last week. on 7-4-24. We received the part on7-10-24 at 12:25 PM. We proceed to complete the repair, customer happens to call us same day and we explained that we received the part and we were working on it to allow 30 mins for us to charge the phone so we can test it. 
  
  We charged phone and put a stop watch and allowed some time and phone seemed to be working fine. Customer came in to pick up the ********************** around 4:00 PM and calls later around 7 PM stating that the device was still power cycling. We had ordered an extra battery and other sensors. Because phone reboots every 5 mins or so we needed some time to test and make sure device was no longer bootlooping. We proceed to test but device still failed to stop boot looping. around 9 PM customer calls and gets upset calls me a liar. Despite me having his device in front of me trying to figure out whats the issue.
  
  Issue is the time it took for parts to become available. I tried to explain to the customer that we did not work on the ********************** until we received the parts on 7-10-24. He claims it was here for 3 weeks but yes it was. But nothing could have been done prior to receiving the parts. We explained that we did not need the device until part was avaialble. Lack of communication is what caused this issue. We just typically only call when the device is ready and not when its not ready. 
  
  FULL REFUND WAS GIVEN at the time of pick up.
  
  After calling us on 7-10-24 at 9PM he expressed his anger and upset and wanted us to cancel the order. We proceed to put the device together and get it ready for pick up. He picked up around 9:30 and we gave full refund to the repair.
  
  Not sure what he wants with this claim, we gave the option to repair and he wanted to cancel.
  
  at no point was he kicked out of our store. In fact I told him he could be there all day screaming at me and I can take it. 
  
  NOW FOR THE WORST PART: HE MAKES A BBB CLAIM which I have no clue what he wants beside lower our rating and making false claims about getting kicked out and humiliated. We are Nice Device, we put Nice in the name. we tried to work with him and yes we agree the time frame was way too long but it was agreed on and out of our control. 
  
  NOW FOR THE EVEN WORST him and his friends start review bombing our business. We can accept a 1 star review thats fine, it is something we can improve in the future as far as communicating accurate time frames and updates. 
  But he posted multiple 1 star reviews and his friends started posting 1 star reviews making false claims. 
  
  Copied from ******
  1: ***************************
  1 star review
  13 hours ago NEW
  I would not recommend this place!! I had a small crack on my phone that I wanted fixed and they were so rude and disrespectful telling me that I have to get other stuff fixed and I paid them to fix one thing when they gave me the phone back it would glitch out and not work then they blamed it on the batter and my phone stopped working !! Im not happy at all I had to buy a whole brand new cell phone because of them!
  
  This person has not set foot on my store, and how do we know they are his friends. she posted it on instagram asking people to post it 
  instagram post reads
  " Guys leave a bad review here!! Or rate it a 1 star, the homie went there and they broke his phone also theyre hella disrespectful and rude"
  User: id paulinatee
  
  Followed by:
  Organized Grind
  
  1 star review
  13 hours agoNEW
  Terrible customer service and a long turn around time just for the device to still not work properly.
  
  *************************
  1 star review
  14 hours ago NEW
  What a horrible experience. The staff are extremely rude and unprofessional. My phone was here for 3 weeks, they said they would give me a call when it was ready to pick up and never did. I called multiple times and was put on hold and I never got to speak to the manager. When I went to pick up my phone, my Apple button was stolen and replaced with a fake one. I DO NOT recommend taking any electronics here as they will charge extra and tax while damaging your phone even more. They will tell you there are more things wrong with your device just so they can get more money and not even do anything to fix it.
  
  Followed by a few others. some already taken down by ****** for profanity used or user literally said " My homie" Or " My friend went to".
  
  We believe ******************************* does not seek any kind of solution and only wants to harm our reputation as his current actions speak volumes for his malicious intent. We are taking the time now to ask ************.
  
  What do you want us to do?
  We have fully refunded, day of pick up.
  We apologized for the lack of communication.
  What can be done?
  what is left to resolve?

  Customer response

  07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been here before for a repair but on my second time coming for a screen replacement all seemed to look well upon pick-up only until a day later I noticed some problems with the repair. I noticed that my speaker grill was off centered(not normal) and at the very bottom of my screen...the screen wasn't actually flush with the edging of the phone causing the screen to lift(again, not normal). So I decided to keep it for the benefit of the doubt and not even two days after getting it fixed...the bottom part of my phone cracked...in my pocket. So I came back to voice my experience not expecting anything free but just to give feedback. After explaining what happened, I was told that the screen they ordered was defective and there wasn't much they could do and that's the way it is. (Basically telling me tough luck) I then tried to reason with the guy that fixing a phone just to have it break shortly after or even putting in faulty parts in for a repair isn't fair to the customer...again...tough luck. One time the guy even laughed at me while I was explaining things to him. Basically Im filing a complaint due to the fact that the employee told me that whether or not they order and receive a faulty part...they still use it for the repair. I also spent *** for the repair itself to have it not fully repaired and break 2 days after. The employee also told me when I was giving feedback on the repair that he was aware of the screen being how it was and still told me the phone was repaired. This all happened in the week of the 25th.

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/05/09) */ *********************************************************************************************************** The device in question is an *********** that we replaced Screen on March 25th 2022. Your ticket ******* I was the "Employee" that you were "Expressing" your concerns to. Before I proceed let me state it for the record just like we do prior to any repair and post repair we DO NOT WARRANTY PHYSICAL DAMAGE of any kind. During the "Expressing" of your complaint you stated that you dropped your device admitting to me and your father that you were the cause of damage. Your father **** even looked at you silly and that's when I laughed thinking you were joking that you drop your phones from 20 feet high and want them to survive the fall. Yes you told me that with your prior screens you can drop them 20 feet high with no damage and this one you dropped from close and it got damaged. Again WE DO NOT WARRANTY PHYSICAL DAMAGE. Onto your actual repair the part replaced was from one of our vendors " **********" . Now why did we charged you $***? its because I wrongly quoted you. But because we like putting the ******************* I didn't cancel your order instead proceeded to do the repair despite us not making any money. Which now makes us the "BAD GUYS" because you WASTED $*** on a damage you caused. Keep in mind this repair took place on March and your complaint was in May. Why not call us on day 1 or 2 why wait so long? Here is the break down on the cost of repair. We paid our vendor $******. Repair total should of been $****** but instead we continued with only charging you $*** for the repair. Now why would we install a faulty part knowing is a faulty part is beyond unreasonable. Why would we do that? We dont. Like I explained in person "defective" parts are part of doing business if the part comes defective our vendor switches it out. I did not say i knew whether or not your part was defective. I said "if" it was its something we warranty as long as there is NO PHYSICAL DAMAGE. There is no business that gets Zero Defects this is why warranties are in place and why returns are in place but there are policies that protect this business from people like you who try to abuse this warranties. Some business say tag needs to be on clothes or serial must match item. Well our Policy is WE DO NOT WARRANTY PHYSICAL DAMGE. If you bring in a screen we replaced that is touching itself we replace it. if you bring in a screen that has bad coloring we replace it. if you bring a screen that doesn't look cosmetically right like glass looks dull or touch feels wrong we replace it. If you bring a screen that is lifting and not align we replace it. now if you bring in a cracked screen WE DO NOT replace it because it goes against our policy. This policy is clear and we have signs posted near our cash register so you can visibly see and we verbally tell you prior and post repair. Something you agree to before we repair. Now for the nature of repair we repaired the Screen that is FACTORY installed into the frame. Meaning your original broken screen/frame was replaced with a new frame that the screen was adhere onto by the factory and not us like I explained to you in person. This means that this part was pre-installed and all we needed to do as the repair shop is move your components to the new screen leaving no room for errors to the faults you mention of uncentered speaker or not flushed screen. This is something that the factory does and not the repair shop. This is why your argument is invalid because its not a repair error or mis install. The frame and the screen are factory installed. This is something that is pre-installed. You mentioned that you were noticing defects on the screen which I replied " Yes if there were any defects on the screen we would gladly switch out if your screen wasn't broken" I did not say that I knew that the part was defective and that I installed it anyways. Thisis again beyond unreasonable. I have provided receipts of parts purchased that were used during your repair. If you ******* how to install ***** screens with frame/screens you can see the process and how your complaints are not our errors or fault. Final decision from us is we will not repair your device for free and we will not refund you because the service was provided and the part was broken by the user aka you. The part was properly installed and the breakage was not caused by us but by you. We have attached our receipt from our vendor and we have attached the repair ticket with date repair and repair cost. Business Response /* (-10, 6, 2022/05/09) */ **************************************************** Use this address for any contact with the Better Business Bureau Consumer Response /* (3000, 8, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) That response refuses to see my side in any way or form. Most I want is an apology for sending a "repaired" phone out that clearly had potruding glass on the bottom bevel. I did ask the man about it before leaving and I was told it was fine, it wasnt. I feel overlooked and disrespected by the guy ive been talking to. The fact he disrespected me in front of a friend that he "assumed was my dad was totally unnaceptable. Thats not cool or okay to do too people. I was mocked and made fun of because this assumption. Whether or not aa persons claims are reasonable or radical,you dont get to make them feel dumb. Youre supposed to respect your guests. Especially when I said nothing to offend you. I would like an apology for the way I was treated. Business Response /* (4000, 16, 2022/07/01) */ We apologize for any confusion caused by me or any of my staff. We will train to better set expectations as far as to what goes on the device. We are always open to show customers our invoice that shows what quality of screen they are buying. We will train to handle rude customers in a more professional level to maintain an image. We like to say we put Nice in Nice Device **** I apologize for not setting a clear expectation as to what you can and cannot do. We have updated our paperwork to disclose any expectations and further avoid having to deal with complaints, we now also attach a free 30-day warranty against breakage compliments to AKKO insurance an insurance we partner up with these last few months.

*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. ↩