Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my cell phone, a ******* Z Flip 4, in to STL Wireless on 9/20/24. The main screen had lost functionality in the upper half and was gradually going black. The tech there took a look at it and agreed to fix it but they would have to order the part. They said that it should be in on 9/23 and that we should bring it back when they call once the part comes in. I paid them $262, half of the agreed upon cost. We called to check with them on 9/23 and they said that the tracking had updated and now the part would be in 9/25 or 9/26. We called 9/25 and the screen had come in so we dropped the phone off with them and they said they would call for pickup. They called that night and said they were able to replace the screen but that the digitizer was broken and the part needed for that wouldn't be in until 9/27 or 9/28 and that they would call for pickup. They called us 9/27 and said we could come pick the phone up but now it was not connecting to the mobile network. At the store the tech gave me the phone and showed me that it wouldn't connect to the mobile network unless it was using WiFi. He suggested we take it to ******* in case my sim got damaged then come back and they will fix it if its not the sim. I paid $245.94 for the rest of the main screen repair. We took it to ******* on 9/28 and got a new sim card, but the phone was still not connecting so back at STL Wireless they made a new repair ticket as it was also not detecting when it was closed so it was not turning on the back screen, which was not the case before 9/27. They ordered the part and said it would be in 10/3 or 10/4. We went back 10/4 and they fixed the connectivity but not the screen, stating that they couldn't fix it. We took it to UBreakIFix on 10/7 who swapped the back screen with a new one to no avail and concluded the motherboard was damaged during the previous repair, labeling it as unrepairable. We called STLWireless on 10/10 to get it replaced but they deny damaging it during the repair.

  Business response

  10/31/2024

  
  Here is a professionally revised version of your statement:
  
  On September 20, 2024, you brought your phone to us for repair, with the screen completely blacked out and unusable. Upon receiving your phone, we disassembled it and identified the need for replacement parts for the sensors, which we ordered while repairing the screen.
  Once the screen was fixed, we found that the phones cellular service was not working, which we informed you about during your visit. We recommended you check with your carrier to inspect the *** card, with the option to bring the phone back if further troubleshooting was needed.
  On September 26, you contacted us to report that the service issue persisted and that the outer screen was no longer connecting to the inner screen. Our technician advised you to bring the phone back for additional evaluation.
  You left the phone with us, and on October 4, we provided an update that we had resolved both the sensor and service issues. We requested additional time to confirm the phones functionality before returning it to you. In a subsequent update, our senior technician noted that while the service was functioning correctly, the sensor for the outer screen was not being detected.
  After consulting with *******, we learned that the new sensor parts did not match the original phone sensors, leading to compatibility issues. ******* explained that their parts may not fully function post-repair due to these discrepancies. We assured you that the outer screen itself was not damaged, as it still displayed startup logos and the ******* name when powering on/off.
  We then provided two options:
  Keep the phone as is: With the inner screen and service working correctly, but with a non-functional outer screen due to the sensor issue.
  Restore to original condition: We could revert the phone to its original state with the damaged screen as it was when brought in, and issue a full refund since the outer screen repair could not be completed due to *******'s limitations.
  You advised that you would consult with your partner before deciding. You later called back and informed our senior technician that you opted for option #1, to take the phone back with its current working condition and screen, and to retain the old sensors.
  Approximately a week later, you contacted us to state that another technician had advised you the motherboard was damaged. However, we confirmed that we had not worked on the motherboard at any stage during the repair process, which precluded any possibility of damage from our end.
  Your Partner took over the phone and suggesting we should replace the phone due to the alleged damage. We clarified that a new phone replacement was not discussed nor warranted, as there was no damage to the motherboard on our part.

   

  All of our work and phone calls are recorded per store policy and we can provide that to show proof of anything needed.

   

   

  Customer response

  11/04/2024

  Complaint: 22412861
  
  I have reviewed the business' response and am rejecting it because:

  When an STL Wireless employee called us on 9/25 to tell us the digitizer needed to be replaced they specifically said that it was a part that connected to the motherboard.

  I know for a fact that the back screen was working after the initial damage, and before we left it with STL Wireless, because that is the only way I was able to turn off my timekeeping alarms that go off throughout the day. It also would have been the only way you or your employees could have turned those off during the time the phone was in your possession, other than dismantling it to disconnect the battery.

  The fact is, that function of the phone was not broken when the phone was left in STL Wireless' possession and it was broken when it returned to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my cell phone to repair because of a crack screen. I was quoted $250.00. Once I arrived it took all day. Vendor cause more damaged to my phone. My phone is pink and they replaced it with other items with black replacement parts. I have waited two weeks when they told 3 days. When I pick up the phone nothing was fix on the phone correctly and there was big gaps and the screen itself had cracks. I tried several times to reach the owner. I would like a total refund $250.00 for inconvenience.

  Business response

  07/29/2024

  1. Initial Repair (May 4th):
  The customer brought in her device for an *** repair, which was completed on the same day. During the repair, the back glass was damaged. A temporary replacement back glass of a different color was installed with the understanding that the correct color would be fitted once it arrived in two days.
  
  2. Notification of Replacement Part (May 6th):
  The correct back glass arrived, and we attempted to contact the customer via voicemail to inform her of the availability of the replacement. We did not receive a response.
  
  3. Back Glass Replacement (May 31st):
  The customer returned to have the back glass replaced. At this time, she also reported an issue with her front screen camera. Our technician explained that the camera issue was unrelated to the *** repair.
  
  4. Refund Discussion (June 4th):
  The customer engaged in a detailed conversation with the store manager. We offered to remove our *** so she could seek repair elsewhere if she was dissatisfied. The customer preferred to keep the *** but requested a refund. The store manager explained that a full refund could only be processed if the Part was returned in its original condition. The customer agreed to this arrangement.
  
  5. Refund Request and Assessment (July 16th):
  The customer's husband brought the device to the store. The phone exhibited significant scratches and a crack. The store manager, after assessing the condition under surveillance, confirmed that the physical damage voided the refund eligibility. The husband acknowledged this and was advised to have the customer contact us for further inquiries.
  
  6. Final Refund Request (July 16th):
  The customer subsequently came to the store, claiming that the screen was cracked when it was returned to her. Despite having used the screen for almost three months, she requested a refund. We reiterated that, per our policy, refunds are not issued for screens with physical damage or after an extended period of use. The customers request could not be accommodated due to these policy constraints.
  
  Conclusion:
  We have adhered to our stores refund policy, which clearly states that refunds cannot be processed for damaged or used screens, especially after an extended period. Despite efforts to address the customers concerns and extend the refund period, the physical condition of the device and elapsed time rendered the refund request nonviable.
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went here to get my daughter's screen replaced on her iPhone 12 Max **** Dropped it off at 11am and he said it would be ready in about 40 min, which it was. I came and got the phone about 12pm. Screen looked fine. After I paid he said the battery had a bulge... I asked "what does that mean?" Aw you could have issues he says ..I got the phone back to my daughter and by 2pm she texted me saying the screen is cracking like before just sitting on my desk and the sides are coming off. I call the guy and he says "it sounds like your battery is bulging cracking the screen...." He wants me to buy a new screen and a battery to fix the issue after spending $131.09 with him.He took my phone apart, saw the battery is/wash possibly defective, which I had no idea of, don't notify me then proceed to put the screen on without notifying me about what you saw is bad business. Attached are documents that show a timeline of drop-off, pick-up to instant damage.

  Business response

  03/21/2024

  Hi, to whom it may concern. 
  I have received the complaint, and I am responding to this matter. 
  03/18-Customer called in to make an appointment for *** repair on an iPhone XR for 03/19 for 11am. told him the price ($75). He confirmed and Appt was booked.
  03/19- Customer called in again at 10:01 asking for a price on an iPhone Max *** *** repair. ***vided the cost $110. He confirmed that he gave us the wrong phone model yesterday and want it to make sure that we have this one in the stuck. Which we did. 
  03/19- 11am. The customer came in with a completely different phone again. (iPhone 12 *** ***** Told customer the price $120.00- He argued that we told him $110 and he wanted the *** to be repaired for $110.00. Told him that the phone model that you told us was not the 12 pro *** that I have on hand. He agreed to the repair and the new price. Told him we will call him when the phone is ready which would be in an hour.
  03/19- 11:48am- Our Sr. ***** called him and told him its ready for pickup.
  03/19- Customer came in for the pick up. Sr **** explained to him the following: After changing the ***, we realized the Battery has had its life and its time to get that changed as you will see the same issue with the screen happening again if you dont get it repaired. He confirmed and said NO, I dont want to get the battery replaced. I want just the screen.
  (Please note, we are not here to argue with our customers and ask them to spend money with us if they dont agree).The majority of our customers come in for their *** repair, just to get it repaired for phone trade in with their wireless companies such as Apple or ******** They only require no physical damage to the *** for them to offer a trade in option. With that being said, we are not here to demand repair for our customers. We only offer and explain regarding the required repairs that they need to do.
  03/19- 2:24pm- Our **** had a phone conversation with him.******** explained that the phone *** is being pushed up again as his daughter just called him. My tech advised that as he mentioned before, it could be b/c of the battery as he already mentioned that to him when he came to pick up the phone and he refused to change the battery and confirmed that he was okay with just the screen replacement.  He started talking loud and telling my **** that he shouldve never done the repair and so on My **** told him that his able to help him out. Explained that the customer can bring the phone back and he can replace the battery for him with no extra labor charge. He said how much, we told him the cost and he got Loud again. He said what about the screen. My tech offered a couple of options to the customer as he didnt understand our resolution.
  First option: He can bring the phone back, we can put the old screen back and give the phone back in the original condition and provide his refund. (This option is when our Screen is still in good condition, as he mentioned over the phone, when his daughter called him, she said the screen popped out again)
  Second Option: He can bring the phone back, we can replace the battery for him, (no labor charge will be added).
  Customer advised that he will be back the next day with the daughter phone.
  03/20- Customer came in. As soon as he came in, he was demanding his full refund, despite the fact that we had other customers in the store. My **** told him that we will need the phone so we can take our *** out and replace it with their original screen. He said I dont have the phone; but I need the refund NOW.
  Any store you go to, they will need the product in order to provide any type of refund.
  Without the store item (*** screen) we were unable to provide him with the refund.
  He did not understand that The customer was almost getting in fight with my **** at the store as he was depending his refund with no phone in hand. Therefore, my **** had to call the police for his protection and to also get help from the authorities to get resolved. As soon as he called the police, the customer left the store.
  We have a police report, they also have all customer contact information along with Surveillance camera/sound that shows what happened that day at the store along with our Phone monitoring recordings. 

   

  I am also attaching customers invoice with his signature, and our store note that it shows the conversation with the customer regarding the battery 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent a PS3 to this company to have the wifi removed.  I paid $153.  They kept sending the PS3 back to me in a box without my name on it, so it was not delivered.  The PS3 is no where to be found.  *********** is not doing anything to resolve the issue. 

  Business response

  02/02/2023

  this person already received the package.

  here is the tracking number that proves it. 

  usps:   9505510410932364599336

  it was delivered on Jan 13th, 2023.

*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. ↩