Complaints

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a phone in to be repaired by an employee named ****. During the time frame that he had the phone he broke the replacment screen we bought and had to order us a new one. When we got the phone back we noticed a part missing that goes over the speaker on the front of the phone. We asked **** about it and he said he will look for it and get back to us, we asked if we shohld keep the phone there until he does and he refused to take it back or keep it ,so we left. Not knowing that as soon as we leave the store he is under no obligation to find that missing peice, even though he refused to keep the phone until he did. And then not even a week after getting the phone back the screen popped off at the corner. Thinking that obviously it shohld be covered under their warrenty because it obviously wasent put on correctly/fully if its coming off at the corners. We took the phone back into the shop. We were told it was not covered under warranty because the screen was cracked, even though it only cracked because it popped off the frame. They told us to contact the owner for a resolution. I emealed the owner several times with no reaponse so i called the store back and asked for them to pass a message on that id like a response. He finally resplnded to tell me that he will not do anything to help me. And then blocked my email so I could no lomger respond to him. I called the store back to get an answer on what was going on and they tell me that the guy who did the repair on my phone ****, had just quit. And there was absolutely nothing they could do becayse he quit. They cant refund the repair, they wont h*** their warrenty, they wont find the peice that **** lost on my phone. And the owner will not respond to me. And now I'm pretty sure they blocked my number because now they will not answer the phone. All i want is my phone repaired. They have been very shady and unprofessional from the beginning and its extremely frustrating

  Business response

  10/13/2022

  Hello BBB,
  
  
  ID: ******** 
  
  
  *************************** was a customer of ours that requested to put on a new **** display for her Asus *** 2. We initially fixed the device back on 9/8. The ticket creation was on 8/3. The repair took a month as we had an accident with her **** display during repair which subsequently the new **** had to be replaced. 
  
  
  After the repair was completed with a new ****, she then called a week later stating that one of our technicians mis-seated the **** display in which the phone no longer turns on. The technician she is inquiring is ****. **** had over a year experience in working with mobile devices. He worked with a similarly device back at the start of the year, so he took on the task. He used proper repair standard methods to install her display, which included the use of tape and B7000 glue. 
  
  
  Our business asked her to drop the phone off to see if it qualifies as a warranty repair. Under further inspection the **** appeared cracked and furthermore the phone does not seem to have much life left when she dropped off her device. *******'s ********************** broke outside of company walls which immediately indicates that she is ineligible for a warranty. Our warranty is 3 months from when the ticket is closed from our database. Furthermore, our warranty policy states that we are obligated to guarantee a satisfactory repair. If the device broke outside of the store, the store can not warranty the part. The store does warranty parts if the part is defective. From our business standpoint, we can not go to our vendor and mail back broken parts that once worked in our technician's hands. In *******'s case, our business gave her the *** 2 back in full working satisfactory condition. 
  
  
  We politely asked her to email our store owner: *********************************************************** in which he and her had an email exchange back and forth. We recognized how impactful it is for her financially to pay for a whole new repair. So, in the interest of the customer, we offered to discount her ********************** to a 40 dollar labor fee provided she supplies the new part instead of charging her our normal retail repair price of $238. Her retort to our offer is attached to this email, which was very unprofessional regardless of us trying to provide her the best resolution that we can.
  
  
  Our store then gave ******* an ultimatum: She can either pay our agreement, or she can pick up the device and leave our store. ******* instead proceeded to harass our store, using vulgar language, calling the store to state that we are a scam, insulting the employees and store owner, and demanded that we provide her a warranty repair. She also created and logged into multiple email accounts to leave negative reviews on our website while making false claims. 
  
  
  At this time we are not obligated to ************************* a warrantied repair. Her phone came back in worse condition than it left the store. We can warranty a part if it is defective. Her phone visibly has **** cracks. That unfortunately is something we can not warranty. 
  
  
  Included is a small email exchange with ******* and a picture of the phone documented with a visible crack inside the ****.
  
  
  We appreciate working with the Better Business Burro,
  ***************
  *********************************
  *************************
  ***************************
  CPR Bellingham

  Customer response

  10/18/2022

  I have an existing complaint with the case number being ********. This is an update. I went to pick up my phone from CPR and when I got the phone i noticed that it was extremely damaged. Like to the point that it is droppong glass when I pick it up. I brought my phone in with one crack. And now it is shattered and bits of glass are falling off. I told the guy that this is way more damage now then when I dropped it off and the guy says "So?" I was shocked! I said "So? You damaged my phone while it was in your possession?" And he says "And?". Like it was no big deal. I had no idea what to say. Like he admited to damaging my property like it ment nothing to him! The level of aragance and unprofessionalism floored me!

  Business response

  10/25/2022

  
  *************************** did come into our store on 10/18 to pick up her device. She initially had a man named ********* come in and pick up the device. The exchange was formal and professional. He requested the device and left. Moments later, ******* came in and stated that there was more damage to the screen than what was expected when she brought her device in for a warranty claim. This is true, our company had to validate the technician used tape and glue to hold down the display. When it comes to honoring our warranty, we have to conduct a thorough investigation in order to validate that our store can give a customer a warranty. She used the screen being broken as an edge to enable her to receive a warranty as the screen was damaged while in our possession. Again, with the last complaint she filed, we will state again: Our warranty is 3 months from when the ticket is closed from our database. Furthermore, our warranty policy states that we are obligated to guarantee a satisfactory repair. If the device broke outside of the store, the store can not warranty the part. This holds true even if we have to conduct an investigation on a customer **********************. ******* came in and established that her phone is in much worse condition from our store investigating the device, the technician stood there unable to exactly respond to her. That technician told her that there is nothing we can do and she can promptly leave. ******* challenged the technician and there was a small altercation between the two, and ******* did leave the store calling everyone in the store "scammers." 
  
  To further clarify, our store made sure that the screen was held down with glue and tape as it enables the screen to prevent it from "popping up." There was glue and tape present which indicated that the screen was held down to our standards. If the customer does believe that the screen is "popping up" again, they are more than welcome to get the screen glued back down at no cost as long as the screen worked prior to coming in for warranty. When we were investigating *******'s device, we had to use heat and a spludger in order to remove the display and check for glue and tape. Since the screen was damaged prior the device coming in for investigation, the device did receive a bit more damage than it initially came in for.
  
  We continue to appreciate customer feedback as it helps grow our company further. As of now, ******* is now no longer welcome to stepping inside our store. We as a business are tired of the ongoing harassment between her and our store.
  
  We appreciate working with the Better Business Bureau.
  
  Thanks,
  ***************
  *********************************
  *************************
  ***************************
   
  

  
  

  Customer response

  10/25/2022

   
  Complaint: 18205916
  
  I am rejecting this response because:
  TThey broke my phone. It is chipped in places that it shouldent be. The retaliated because of this exchange. I did not sigh into any email but my own and I left one reveiw which is my right to. The other reviews they are comenting on are other people they have messwd with and ruined their device. This is not a phome repair company. This is a graveyard. The lack of knowladge by theor technicians is startlomg. They have ruined many peoples devices. Not just mine. They need to be held accountable
  Sincerely,
  
  ***************************

*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. ↩