Complaints

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my Pixel 3a phone in for a new battery. The phone was in perfect working order but I felt it would recharge more quickly with a new battery. Asurion told me repair was delayed because they broke the proximity sensor and needed to get that part. Then they told me they broke the motherboard and needed to get that replacement from ******* They kept the phone for 5 days and gave it back to me with no proximity sensor and a generic motherboard. Phone battery was not charged when they returned it so I couldn't even check the phone when I picked it up. Phone connection to ****** Fi was gone and I had to contact ****** to get it reinstated and to reset up my phone. With no proximity sensor phone screen goes blank. I want a refund of $76.81 I paid for the "repair" and I want a replacement for the phone. I will not bring it back to them for repair of proximity sensor since they have already proven themselves incompetent. To summarize, I was without the phone for 5 days while they broke parts of it and returned it to me in a defective state. I want refund of amount I paid and want to be made whole by them giving me a replacement pixel phone in perfect working order.

  Business response

  12/28/2022

  Our DM is looking into this WO and will be reaching out to the customer. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2/25/22, my***** 12.9 1st generation **** was left with Asurion tech repair & solutions Brentwood TN for a screen replacement. I was told that it would be available on 3/2/22. On 3/3/22, I contacted the store to learn that the ordered screen "would not fit" and they ordered another screen and could pick up the repaired device on 3/4/22. Contacted them on 3/4/22 to learn that a second screen would not work and they ordered a third screen. Called for status on 3/9/22 to check status and no screen received yet. Explained, I did not want their service and when could I pick up. Was told 3/10/22. Was not ready for pickup after going to store. 3/11/22 arrived at store to see **** was damaged outside of what it was left. While it will turn on when charged the key pad it not operating where you can open.

  Business response

  08/30/2022

  Business Response /* (1000, 16, 2022/07/18) */ Device dropped off on 2/25/22 with physical damage and unable to test. Ordered screen. Screen that was initially put on was marked as Defective and returned to the vendor, with new screen ordered. Feb 25th was original date for repair. ($199 screens are not kept in stock as price is volatile and are ordered as needed for repairs) New screen was defective as well(Common on older **** Pro screens) Ordered 3rd screen from different vendor on 3/3 and were backordered with delivery on the 12th. (Shipping delays) Customer called on March 9th. Notes say "does not want to continue" Manager in that store is off on 9th and 10th and would put on himself instead of new techs handling this repair. This is for customer benefit as **** Pros are difficult repairs. Customer declined repair and picked up. The staff is only at fault for not communicating with the customer regarding the screen malfunctions and shipping delays, apologize for that. Not the repair itself. When removing the screen, there are issues underlying that aren't always there on the surface. Without being able to fully test, we can't confirm any issues. Imagine pulling a bumper off the car and there being more damage underneath. It seemed like a simple fender bender, but there's other damage that didn't show. It's the same with electronics. ****** Consumer Response /* (3000, 18, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Communication was only the first issue which was non existence. If you tell people this could be an issue then they decide to go forward. If you are unable to work on the device let them know. Further, hidden damage (that is rich). The store damaged my screen beyond repair and took no stance other than "it happens". So your lack of knowledge of repairing an **** which you advertise that you can repair becomes the end user (custoemr) problem issue.

*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. ↩