Complaints

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Okay so I took my phone to this place for a repair on my ******* ****** *** ** in November 2022, for the motherboard and two other parts. The guy who runs the store explained to me that he needed to order parts and that the parts would come in a few days. I waited about two weeks, called the store, no parts, waited another week went to the store, parts were in except for one part, had to wait longer. In December 2022 I kept going to the shop over and over again, asking if parts were in if repair was done, nope. January 2023 all parts were in, I show up to the store, the guy says while he was repairing the phones motherboard, one part "broke" off, and he needed to order a new part, and didn't have an estimated time on when the part or repair would be done. So originally the guy said he wouldn't charge me for labor due to how long it took to get some parts in to repair my phone, but when he "broke" a part while repairing the motherboard, he would charge me full price for parts and labor.

  Business response

  02/24/2023

  To whom it may concern:

   

  We are responding to your request for information from a customer complaint. The customer complaint was about our service. We are a small family run business. We have been in business for 8 years. The customer, Mr. ******** brought in his cell phone to be repaired. Mr. ******* stated that he threw his phone due to a personal family matter. Which Mr ******* went into detail about, however, we feel that his personal family matter is not for us to disclose. Mr. ******* tried to repair his phone prior to bringing it in to us for repair. The main connector from the motherboard to the daughterboard was damaged and the ribbon cable that connects the two boards together were destroyed during his repair attempt.

   

  Mr. ******* was informed before any repairs were to begin that parts for surface mounted components are getting harder to obtain and that we only use genuine oem parts and we do not use third party parts as we cannot guarantee their accuracy. The customer agreed to this. The day before the customer left the area we had received a replacement part for the customers phone. When the phone was being repaired the replacement part was broken when the ribbon cable was being installed. Mr. *******: the customer was immediately notified and was informed that he would not be responsible for any additional funds for repair of this part as we would be replacing at our expense. The customer informed us that he found several aftermarket parts on **** and ******. We informed the customer that we cannot use these parts because we cannot guarantee the quality of them as they are not genuine oem factory parts. We have dedicated suppliers that we purchase from and they provide genuine factory quality products.

   

  Mr. ******* left us a review on ******** to which we messaged him that his review was not fair and did not list the full situation. Upon the Mr ******* request the customer was not charged for any parts and or shipping. Any parts that were purchased for the customer were given to the customer without any compensation and his phone was shipped to him as requested also at our expense.

   

  Enclosed are the pages of messages that were sent between Mr. ******* the customer and us. The customer states that once he receives his phone, he would fix his review to show the proper reflection of the situation.

   

  As a small business owner, I always strive to use quality parts. In the eight years of being in business I have never had issues or complaints about our service. We strive to provide fast quality service. However, due to the covid pandemic components such as computer chips, motherboards and other cell phone and computer parts have been harder to obtain.

   

  Enclosed are the messages from my ******** page where the customer agrees that he understood the supplier issue and that he would revise his review once he received his phone. The tracking number is enclosed in the messages where we returned the phone and parts at our expense. If you have any further questions, please contact us by mail or telephone at ************.

   

  Thank you for your time.

  
  

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