First Response Phone Repair

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me With the responsibility of the business owner, I had accepted the new mini *** in lieu of my damage device that occur while the shop has possession and did repair on it I also admit in the events that the owner admit it was failure in staff responsibility in term of communication and repair service

The device was picked up by KA herself and everything was working properlyShe had the device for a week and then came back insisting that the letter H was malfunctioningThe product might have been dropped into water as she said it was her kids iPad or possibly damaged when it was in her
possessionOnce she came back we agreed to replace the screen again and which we did & the iPad was giving some kind of problemsWhen we replaced the screen everything was working fine until the battery drained fully which we did not chargeOnce the battery was fully drained the device would not turn on anymoreAfterwards we tried to look at what the problem was and even tried to put our own battery in, but device just wouldn't turn onWe contacted ** of the issue and asked her to pick the item up which she refusedThe item brought In had terrible damages around the iPad & pictures where taken of the product upon arrival as we do to all productsWe believe the iPad was taken home and either dropped again, or was dropped in water that caused internal problemsWhen replacing the screen we only replace the screen and nothing moreAfterwards ** complained that we put some kind of iCloud on her iPad as well & she has no idea who's it could beShe insisted that we put the username and there seems to be more issues then addressedAfter further reviewing we asked ** that we can take a deeper look and can solder the original charging port and replace it to see if that could be the issue as wellIn most cases when using a cheap charger it could damaged the charging portTill this day we intend and have settled every customers complain and continue to do so** is not willing to move in any direction except for to buy her a brand new iPad, when her iPad 1st gen was badly damaged and is not brand new

Business states that they have contacted the customer directly to resolve the matter. Under no obligation and admitting no fault in the matter, the business has gone ahead and provided a new [redacted] Mini 2 to the customer at no cost to her. Business believes the matter is closed as consumer should be satisfied.

I am rejecting this response because: I pickup the device from them without testing and it was late in the day.  After I get home and test it, the letter H was malfunctioning.  I didn't blame anyone and call and spoke to [redacted], tech at their shop, was told the issue might be when they put a new screen to it, as air could had got to it that is why it was not working.  The tech told me that.   I was asked to bring it back for second repair.  The owner only making assumption to the product might has been drop on water after I get it from them on the first repaired, as when I bring back the device for a re -fit.  If the device was drop  on water or damage more further why would the guy point out at them.  Why is the phone still power and function as usual, I also had to show [redacted] what the device is doing with the letter H at the shop.  The device was return for  their repair against their failure to fix the screen to cause the letter H or near by letter not to function.  If the device drop in water or damage further, the device will be visible identification at time of drop off.  Device will be visible in water or more damage on the device.  Nothing was said about the condition of the device while I show [redacted], I bring in the same condition as it left the shop.  Yes, I did tell the shop before I bring in for a repair, very first time, that the mini device was drop on a hard surface that is why the screen shutter and need repair.  [redacted] witness the functionality of the device at time of drop off as the owner was never there or had any contact with me.  Upon my drop off the device for  a second time, I get a call from [redacted] couple day after said the device is having issue they can't clear the letter error, so need my permission to back up the data to an [redacted] account.  I  told them that I never had any [redacted] account and it was a kid device so no need for any back up.  Yes, they do have my permission to do that to fix the error, at that time, it was their assume to get the error to be fix.  Once they reboot or restore it, I get another phone call said, the device is dead, no charging.  They suspected it might be charging port not working.  I told them that the device is fully at time of the drop off and it fully function without problem that is why I was only charge for the screen replace.  [redacted] confirm that was true, but he had no knowledge of why the device is having issue now that they do a restore of the device.  I was told to wait and they will order the charging port and put to the device to see if that solved the issue.  I told him that I am not paying for extra as it was not my fault and the device come in a fully function and now it was not charging after they fix, I had nothing to do with it.  When I bring in the device, I as told that if the device is damage more than the screen I will have to paid for extra, but because only the screen shatter, I was only charge $59.99 plus tax.  The tech honor and valid that only screen shutter and that is how much I was charge with no other damage.  It show on the receipt as well.   After several weeks of working on the device, [redacted] call me to pickup the device and said it is dead.  I refused to pick up the device and they will refund my repair money and have me take my dead device home.  I refuse to pick up and I again explain to [redacted] that is not fair for me to get my $59.99 plus tax back and a dead device, while I bring in a fully working device with crack screen only need to repair to prevent further damage to the screen only and it is not right to get a dead device.  It seem like I bring in my device for them to fix and they kill it and ask me to take it back with my repair fee and a dead device.  [redacted] said he will bring the issue to his boss and take it from them.  He did said he understand but he didn't make the decision so the manager will get back to me.  For which, the manager never did and until after wrote him an email for a weeks he refuse to reply back.  I call the shop and [redacted] confirm that the manager did get a letter from me, but was out of town so will get back to me.  I was upset and said, I understand he is out of town, but I deserved  a phone call and anywhere he go, he can reply to me via email or phone, but it is not acceptable to ignore me.  Couple days later, [redacted] call  back and said there is nothing they can do  the device is just not working.  I again emphasis that a working device can't be dead over night, for which, [redacted] strong believed that any device can be dead without probable cause.  I again asked if he could put that in writing as I like to take it to the manufacture if that claim is true according to the shop and tech, but no response.  he said he will bring the issue to his boss again and will be contact the following Monday 2/20.  I get an email with explanation on 2/21 instead and no phone call, explain the issue of the device and claim he give him a wrong number while the number clearly state on the email is the same number [redacted] is calling and texting me.  The phone was shatter so it is not in a perfect condition that is why it was in for a repair.   They determine the issue and charge me according to damage.  I was never mention about the dead device or issue about changing, all of these occur after they had the device for a month.   If that was the issue, I will be charge according to damage.  "Afterwards KA complained that we put some kind of [redacted] on her [redacted] as well & she has no idea who's it could be. She insisted that we put the username and there seems to be more issues then addressed. After further reviewing we asked KA that we can take a deeper look and can solder the original charging port and replace it to see if that could be the issue as well. "  The device was lock with an unfamiliar email account in which I had no knowledge and they are the one who do the restore, so It has to be one of their account.  I try my apply id and it said it was not the one that use to set up the device.  They are the one who restore the device to factory, I was not with them when they restore so they had to use their account.  Just as of 2/21, the manager ask me to repair the charging port that was the other issue that he think it was, I had no idea but know that they are replacing the charging port with a new device, if that is not what they are doing, why did they told me they will order the part and put on a no charge.  If it was my mistake, they will charge me for everything.  The charging port was never a issue to me, but now they had the device for more than a month, they think it was after it come back for just character input failure like H.  "Till this day we intend and have settled every customers complain and continue to do so. Ka is not willing to move in any direction except for to buy her a brand new [redacted], when her [redacted] 1st gen was badly damaged and is not brand new. "  They might settle every customer complaint but because I am people of color and a lady  ,they are not to settle nor willing to fix and delay time after another.  I had been very patient for them to do their job as they tamper with the device and it was damage, they ignore my phone call, text, and even email.  It is the shop who is not willing to move forward, I had asked for a solution and it was never mention on any of their written or phone call.  I wait for the manager, but today he offer to buy if I was able to unlock with an un-known email that they put on the device when they restore the device to factory default.   How will I able to unlock an email that the tech and shop use and I am never familiar with it, as I re emphasis to the [redacted], tech, many time.  The shop, manager, and tech want to put this on me so I can take the dead device mini [redacted] and forget about the issue.  Also, please understand I am not asking for a new device I had no idea where the manager get that from as like he always assume thing and false facts, but I am only asking for a replacement of a working similar device as on my original complaint resolution.  I know the device was tamper with so bad that is why the manager and tech keep it for month without getting the issue resolved and kept on ignore me on all of my communication including refuse to talk to me.  I know that my device is not brand new, but I strongly believed that a working device can't be dead without someone tamper on it.  Again, After it was held at the shop for repair on their mistake for month, now I was blame for on my device for their failure or non expert of their service.  I hope that they take responsibility for their action and stop blaming consumer.  If the device was that bad damage enough upon return to the shop, tech will realized the damage.  They take responsibility and now after tamper with the device for months blame me and made up false facts.  I hope the understand they their price reflect the damage of the device, and my device was only damage on the shatter of screen with no other. This was continue to honor all the way up until they tamper with it and blame me for their damage to their device.  I am only want a replacement of similar as I believe I should be entitle to my working device other than the shatter of the screen. The manager leave no choice to file a complaint when he make up false facts and refuse to offer any solution on defective work.  I am request the Revdex.com to help with a decision as I strongly believed a working device can't be dead over night without any cause.  All of these issue never mention to me until they had the device for nearly a month and after they ask permission to restore, put new charging port, and reboot.  If they are ethical enough like their claim and settle complaint with their customer, I hope they will do it to me as well regardless to people of color and gender.