Complaints

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a replacement battery for my I phone through this store in February. I spoke to the representatives at this store several times because the battery health function continued to show " urrecognized part". Each time I was instructed to turn off the "Find My..." and leave it off for a "few days" and then turn it back on, this would clear up the message. I did this each time I spoke with them, Finally, after a month I made contact with Apple for a resolution. Apple ran diagnostics remotely and informed me that appeared the battery was not genuine. I then made an appointment through Apple support to get another battery with Maccentric in Shreveport. I was told the repair would take about 1 hour. When I took my phone to Maccentric, I was told to expect to wait about 2hours, because they had a lot of people in front of me" . I returned after 2 hours, and I was told they could not repair my phone because there was a repair ticket still open with Apple. Maccdentric stated they did open the back of my phone, and it appeared that the battery was damaged and possibly was not new when it was installed by CPR. (It appeared to the service tech that the outside of the battery was bent and it seemed likely to have occurred when the battery was removed from another phone) I returned to CPR to request that they close their open ticket so I could get the phone repaired by someone else. I was told that the person that knew how to "do Apple things" would not be in until the following day. He told me the ticket appeared closed, but the Acting manager would take care of it when he came in. The following day, I called Apple support to find out if this matter had been closed and it in fact was not. At that point Apple Support made contact with CPR's store manager for resolution. The ticket is still open. It cannot be closed by Apple, because CPR is only affiliated with Apple, but not directly owned by Apple, so Apple has no control over the repair ticket. My battery is not functioning correctly, and the battery was damaged. I am stuck, I cant get my phone fixed AT ALL because this store can not, (or will not) close their own repair ticket. I just want a properly functioning IPhone, and if they have to give me a new phone because of an issue with their software, personnel, or training, so be it.

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