CPR Cell Phone Repair

First and foremost, we apologize for the perception we made this customer unhappy and uncomfortable with our response to his situationThis is/was never our intentWe are a business that is proud to serve and we offer excellent customer service and experiencesIn this instance, it is unfortunate the customer is unhappy with a written and public policy, for all customers, which we stand behind to protect our assetsOur policies are consistent and often we err on the side of the customer, which you will see we offered below Mr [redacted] did return to our store around day after we completed a screen replacement for his iPhone and sold him a [redacted] caseCustomer told us he had problems with hearing out of the caseThe customer did not demonstrate this, simply had the case in the packaging when he walked in According to the store manager, who sold the case at the time ( [redacted] ), the customer wanted to see the case on the phone [redacted] did remove the case from the packaging carefully but [redacted] does not recall the customer wanting this case for the phone he repaired (could be the customer was purchasing a case for another phone) The customer decided he wanted to purchase the aforementioned case which is listed on the attached receiptThe inventory used in the transaction states the case is for an iPhone 5, not an iPhone 5c, which are unique modelsAn iPhone will NOT fit inside an iPhone 5c case Per the receipt and our return policy, we allow 15-days for remorse OR defective returns on accessories which must be in unopened condition (meaning that they must appear new in order to be resold)The fact the packaging was opened was not the problemThe plastic insert had been removed from the front of the screen and discarded and the case appeared to be "used" with blemishes This appearance renders the case unsellable and our vendors will not accept any returns without defects [redacted] ***, store manager on-duty at time of return, advised the customer he had surpassed the 15-days but he wanted to help the customer [redacted] called me, [redacted] (VP), to ask what we could do I told [redacted] we could return it if it still appeared "NEW" with plastics on the screen and he had the original packaging [redacted] advised this was not the factThe case had signs of "use" At that time I advised [redacted] , since Mr[redacted] chief complaint was the case was wrong - to simply provide Mr [redacted] with the correct case from inventory - with an exchange for a NEW case The exchange is still outside our remorse period but we wanted to help the customer with a reasonable resolution The customer refused and left the store In summary, the customer kept a case for days (days over our remorse return period listed on our receipt) Customer stated he purchased the wrong case The cased had been clearly used the case due to signs of "use" We offered an exchange for the case of choice since this was the chief complaint We continue to stand behind extending our exchange offer (outside of our program) for Mr [redacted] which is common and acceptable for used or opened product in the retail environment We will even be happy to provide a 50% discount coupon on another product or repair as a good faith measure with Mr [redacted] He can provide this to whomever he would like OR use it in the future himself

Customer was painstakingly informed upfront about unknowns and risks of water damaged devicesShe was further informed that if the phone was not repairable, as a courtesy we would discount our service fee to $If no parts were needed the cost would be as low as $to repair.After our work was complete, the phone was revived, and the customer was informed of her options, she chose to take other avenues and attempted to weasel her way out of paying what was due As a final attempt to help this customer, we offered to retain the device in lieu of her payment dueShe rejected our offer, informing us that she was planning to sell the phone to her friend who is also in the cell phone repair business

Cell Phone Repair May 16, [redacted] StLouis, MO Dear Revdex.com, We have received the complaint from [redacted] , case # [redacted] We are sorry that Ms [redacted] is unhappy with the service she received in repairing her iPad Customer service is our number one priority We received her iPad with a shattered screen and no power When we receive a device DOA, it is difficult to quote a price or diagnose the existing problems without taking the repair one step at a time First we needed to replace the battery and repair the glass screen After replacing the battery and screen, the iPad showed some pixel issues on the right side of of the screen The customer was unhappy with the LCD, so we replaced it as well However, the new LCD showed the same pixel issues, a shadow on the right side, so we installed her original LCD back into the device After consulting with one of the best board repair experts in the area, it was determined any attempted repair to the back light fuse could result in full permanent loss of LCD function Any further repair would be risky, therefore we advised Ms [redacted] to use the device as is since the device is still fully functional We believe our customer when she says her device did not show this problem before the device was shattered, however the board issues were caused by the drop, not the repair Unfortunately, this could not be determined at check-in We are willing to refund the part cost to Ms [redacted] , a total of $ We are sorry we were unable to restore this device to full functionality Sincerely, [redacted] Franchise owner

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The response they sent back at one point states "According to the store manager, who sold the case at the time ( [redacted] ), the customer wanted to see the case on the phone [redacted] did remove the case from the packaging carefully but [redacted] does not recall the customer wanting this case for the phone he repaired (could be the customer was purchasing a case for another phone)." I'd like to clarify what happenedI brought my iPhone phone to be fixedThey keep the [redacted] cases behind the counter and customers clearly don't have access to these casesI said I was interested in a [redacted] case for my phone and could they put it on as they repaired the screen on the broken phoneWhen I returned to pick up my phone the case they sold me was on the iPhone that I brought into be repairedThe statement implies that I wanted to see the [redacted] case on the phone? Why would I request to see an iPhone 5c case on an iPhone 5? That clearly makes no senseI was not purchasing the case for another phonemy request obviously meant that I intended to use the case for the iPhone they sold me the wrong case, they put on the wrong case I appreciate that they are willing to offer an exchange and a 50% coupon towards another product or service, however I never intend to use this company againI'm also not interested in an exchangeThis whole situation clearly is their faultIf they hadn't sold me the wrong case and hadn't put the wrong case on the phone then I never would have had to go back to the store and eventually write multiple lettersI even sent two letters to the corporate office with no responseThis company clearly does not care about customer service, resolving their mistakes fairly or treating their patrons with respectThe only reason I bought this case from them and had them put it on is that I thought it would be convenientThis clearly has been a disaster and again the fault is clearly theirsFrankly, I'm shocked they would go to this much trouble over a matter of $when their reputation is at stake Thank you to the Revdex.com for your help in this matter, it is much appreciated Regards, [redacted]

Attached is the customers authorization to repair and the authorization to pickup the device after repair with inspection of satisfaction (as you can see) Summary of events per my store manager and assistant manager which were interviewed separately on the customer situation /> Customer came to our store and was quoted $for the full LCD and glass assembly replacement on his [redacted] **Customer asked for a [redacted] discountWe obliged with a 15% discount (savings of $50) We replaced the assembly, however noticed during repair the frame was not quite flatThe assistant manager, [redacted] , advised the customer that the frame was bent and he should get it replaced and she would do this for $(half price) while doing the repairThe customer declinedThe assembly made of non-pliable glass material, was placed in the frame and secured with standard industry adhesive Customer left the storeLater the customer returned with the assembly removed from the device, the flex ribbon (internal part not visible to anyone but a technician) was damaged where it had been removed after it left our facilityThe part is now damaged and non-functional and the adhesive was completely removed from the partThe customer told us it come apart, however we were unable to confirm this since the part was not returned for an opportunity to resolve it before it was attempted while the customer had it away from the storeWe can not verify a true defect The store manager, although not certain to do so, made an exception and covered this as a warrantyAfter the second repair the manager, [redacted] , spoke to the customer and told him that the frame is bent and the part is not going to be perfect because the glass which must be flat is not going to sit in the bent frame [redacted] advised this is the only warranty he can provide for breaking the device Customer accepted the warranty as is and left the front of the storeAccording to the manager and asst manager the customer walked outside and turned around and came right back and present a broken glass againThe customer pressed down on the lift edge of the housing where the glass was not lying flatGlass is not pliable At this time the additional repair under warranty was refused We will be glad to offer one of the three options below to this customer - The customer can return to our store with the device with the operable LCD assembly with the cracked glass (LCD MUST STILL BE OPERABLE)We will remove the assembly, which was the part we replaced, and replace the customers original damaged LCD and glass which will render the device inoperable to its original state prior to coming to our business for repairWe will then issue a FULL refund - The customer may keep the part and device as is in its current state and we will issue an additional $refundThis total value is actually $because we gave the customer a $ [redacted] discount at the time of the original repair - We will repair the housing frame, AT NO CHARGE, and repair the cracked glass only for the customer at half price, so the customer has a working deviceThe full price of a glass only repair for the [redacted] is $We will offer this at $Normally the housing repair itself would cost $This housing repair, again, offered at no cost

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Contact Name and Title: [redacted] Owner Contact Phone: XXX-XXX-XXXX Contact Email: ***@cpr-manchester.com Customer satisfaction is our number one goalWe are sorry Ms [redacted] feels this way about her repairWhen Ms [redacted] picked up the device it was inspected by both Ms [redacted] and our technicianMs [redacted] then signed our receiptPer our Terms and Conditions, devices damaged after delivery are not covered under our parts and labor warrantyUsually, when a customer breaks their device shortly after repair, we offer a half price repair along with free tempered glass which could help prevent future glass damageThis is our offer to meet Ms [redacted] in the middle and this repair offer still standsThank you for contacting us about this complaint, we apologize for any unintentional dissatisfaction experienced by any customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a full refund

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: That claim is totally false I was not "painstakingly informed" otherwise I would have not chosen to do business with this company It is correct that I was informed that the phone was not repairable thus the reason for me filing this complaint The phone was not repaired thus I shouldn't have had to pay the full $cost which would be for a phone that I could leave with that was working I did not get what I paid for I did pay for the phone to be worked on and looked at which I did agree to pay the up front $forI also had no proof that the phone was revived as this vendor claims He attempted to plug it in while I was there and the phone did not function He claimed that it would if it was taken apart, again this did not leave me with a functioning phone (which is what the $was to cover)This is not about me trying to "weasel" my way out of a payment Money is not the issue--this is about principle and paying money for a completed service I did not leave with a phone that was working thus should not have to pay the full $which I did If it was contingent on eg: extra parts being needed, that should have been disclosed and the bottom line is that it was not Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Cell Phone was not in working condition when I left the store as they claim, as the phone did not work properly after they installed the wires they said I needed, which who knows if I didI went back to the store immediately and told them it wasn't working right and they started blaming other things, trying to deflect the fact that they did not fix the phone properlyLess than weeks later the phone was dead Regards, [redacted]

I booked with IVL and was suppose to receive my furniture on August 7, never received furniture until August The movers were still moving in my stuff n I unpacked my flat screen tv n it was completed damaged, which I showed the movers n they took photosI went outside n could see inside the truck my entertainment center had a lot of items on top n it was very visual that it was broken, again I showed the movers n he took photosI opened my microwave which was completed damaged as wellI called the company was told that I would have to file a claim, which I didReceived a call starting that the would only reimburse $as the go by the weight not the price of itemsAs of today I have not received any other offer from themMy items damaged were worth much more than what they offered me

How do I clear up this complaint? I am satisfied with the resolution they provided me

Subject: RE: Revdex.com COMPLAINT # *** *** *** VS IDOCTOR*** Here is our response... *** *** brought us a phone that had a backlight issueThis was a board level issue that caused his iPhone to very dimly display the screenThe device upon checkin was unable to be tested
via our pre-repair testing procedure that checks the functionality of all the hardware/software componentsWe do not do these advanced backlight repairs in house, instead we have partnered with another shop to offer the more advanced board level repairsWe do perform some board level repairs in house, but not all of themA backlight issues could stem from multiple different problems, and this issue was beyond our scope and time required per repair, so we sent it to someone who has niched in advanced board level repairs onlyIt is all that they doSo we checked *** device in at our iDoctor heights store and initiated the process to have his backlight repairedThe process ran it's course and we returned the phone to him with a working backlight and we thought everything was ok*** returned a day or two later to inform us that his home button touch id was no longer functioningThis is where the disagreement has begun. Some background facts about the repairThe phone was initially purchased used on *** with board level problemsThe phone was also jailbrokenThat means the approved software on the device was modified in a way that Apple does not approve of, and we have seen WAY TOO MANY issues with jail broken iPhones over the years to EVER recommend jail breakingThe software of the phone enables the hardware to work correctlyAlso, generally when a home button on an iPhone is damaged or not working, it does not partially workIt either works or it does not workIn ***'s case, the only part not working was the touch id on his iPhoneThere are no error messages or anything of that nature to point to physical damage to the home button itself or the circuitry that controls the home buttonThere was also a discrepancy in the phones original colorsThe device had a black screen on it with a white home buttonThis tells us that *** bought a used phone that had been repaired before we ever entered the pictureThere is also a chance that the original home button was replaced before we ever worked on the device since the colors of the screen and home button do not match what the serial # of the device suggests it should be. *** is requesting that we either fix his home button or buy him a new phoneThe problem with these options are We cannot fix the home buttonApple does not allow third party repair shops access to the correct equipment to repair an iPhone Home Button Touch IDWe can replace the home button in the device, but Apple has uniquely paired each iPhone to its individual home button for the purposes of touch id and they cite security issuesThe Right to Repair and thousands of repair shops around the country are pushing to be able to repair these currently via www.repair.orgThe replacement of the home button would likely cause the button to work, but the only thing that would not work is the touch idSince this is the current state of the home button, there is a good chance it has already been replaced with a new home button before we serviced the device. We cannot buy *** a new phone when we fixed the issue that he came into our store withWe were unable to verify that his touch ID was working pre-repair of the backlight due to the board level problemsWe gave *** back a phone in better condition than it was when it entered our store. *** has since taken on a personal mission to smear us online when he does not understand the facts about these devices like we doBuying a used phone, jailbreaking a phone, board level problems, and much more are our area of expertise and we have repaired nearly 40k devices in our years of businessWe pride ourselves on a customer centric approach to everything we do, but we will not be taken advantage of by clients who do not know how these devices work as well as we doWe are a company of honesty and integrity, but sometimes our clients may think otherwise when they believe the know more than we do about the internal circuitry and software of these devicesHe has been slandering us online using his 'facts' to diminish our reputation within the community and has taken it too farWe do not intend to take any further action on *** *** device, but if the slander persists we may have to consider our optionsThis has turned into a terrible situation for both parties, and something we would like to stop wasting our time on

No refundCustomer isn't allowed in my storesThe evidence speaks for itselfThe customer was wrongOur warranty is clearly stated and provided to every customer at the time of repairI'd be glad to share with Revdex.comWe have a fantastic reputation and great Revdex.com ratingWe have been wrong and made our wrongs rightThis is not our wrongThis is a customer who damaged their device and simply doesn't want to pay for it again like any other reasonable personPeople come to us with broken phonesWe fix broken phonesWhen it's broken again, how is that considered our fault or why would we repair it again or give a customer a refundThis defies logical explanationWe told the customer to take your phone and leave after she told my employee she was going to pay for new repair then charge us back!!!! I can say myemployees were nice, a lot more polite than I would have been.
No further response by our company

see attached

From: Asia *** Date: Fri, Feb 5, at 5:PMSubject: Re: Complaint ID ***To: *** *** Cc: Tyson W***
Good afternoon Ms***,
Our franchise owner has decided to refund
the clientHe will be reaching out to the customerPlease let me know if you need anything additional information.
Complaint ID ***

November 17, 2014Dear ***,Thank you for contacting me in regards to the complaint filed with the Revdex.com.Business Statement of the Problem: On October 11th we received an estimate request via email submitted from our website.The explanation of the issue
provided was “my phone dropped and there are cracks in the screen, the screen is black, but the buttons on the bottom light up and sound does play on the device." We replied to the email with "Hi, Thank you for your inquiryThe estimate to replace the lens and lcd on your *** ** is $The price includes the part, labor and a month warranty on the repairWe have the part in stock and the repair will take about an hour and a half.We hope to see you soonRegards, CPR H***" The customer responded on October 12th "Thanks, I will most likely be in on tuesday afternoon." Prior to bringing the cellphone to our store I had a telephone conversation with the customer and was told that he had attempted to replace the lens and LCD screen himself and that the repair was not successfulOn October 16th the cell phone was dropped off at 6:PMThe repair was started on October 17thUpon opening the device our technician discovered that the customer did not put the cell phone back together properly (screws were missing, screws were in the wrong location, the GPS and cables were damaged and the GPS connector on the main board was damaged)One of the screws in the wrong location had put pressure on the replacement LCD the customer installed and cracked itThe technician replaced the lens and LCD and repaired the damaged GPS connectorThe replacement GPS and WiFicables were not in stock and needed to be orderedThe customer picked up his cell phone in the evening on October 17thEverything was working except for the GPSOn October 20th the customer was contacted and informed that the antenna cables had arrivedHe brought in his cell phone and the cables were replacedThe customer returned later because the was not workingI did say that there may be something wrong on the main board since we had just replaced the cablesThe technician made an adjustment to the WIFI cable and that corrected the problemWhen the customer left the store the cell phone was in complete working orderOn October 28th I received an email from the customer stating that the did not work, that he tried the GPS the day before and that did not work, and that now the screen was not workingI replied to the email stating that everything was working when he left the store on the 20th and asked him to bring the phone back to the store so we could look at it and determine what the current issue wasThe customer replied to my email and acknowledged that it was working when he left and that issues started after he returned homeHe said that it worked off and on and that he would bring the cell phone in around 4:PMWhen the customer brought the cell phone back to the store my technician removed the back cover and immediately realized that the cell phone had been opened and the cables were not installed as he had done on October 20th and screws were not in their correct locationSince the cellphone had been opened and there was obvious physical damage done to the Internal components our warranty was void, I called the customer to let him know that someone had opened the cell phone and that the warranty was void due to the physical damageThe customer returned and picked up his cell phoneWe will not be able to provide a refund due to the physical damage to the components that we installed and that were in working order when the customer left our store on October 20thRegards,
Kenneth S
Owner

The owner of the store worked with me for a resolution on this issue

Complaint: [redacted] I am rejecting this response because: This man is Lying! This phone was bought from [redacted] here in Billings, MT about 2 years ago for my son! If need be I can get the transaction for that! When I bought the phone in it was working other then the back light! His employee said that he thought it was some on board issues that some of the capacitor's had burned out. He took the phone from me and checked it and brought it back and said it was a common issue with the IPhone 6 and that they would have to send it off because it requires micro soldering! I agreed and had then take I. When I got the phone back home I discovered that the touch ID is not working no more. I called Kyle and he said he would just give me my money back for the repair. I said I rather him look at the phone and fix it. Brought the phone to him the next day and he had said he changed his mind about fixing it and giving me my money back and told me to update the firmware and the tough ID would work again. I did just that and it still does not work. The phone did have a jail break app on the phone but was not activated and had nothing to do with the tough ID not working. he rest of the phone is fine! I did put a online complaint as well and have gotten many responses of people saying the exact same issues of them breaking there phones and they making excuses of why not to fix what they break! I have never experience a issue before like this when taking my things to get fixed by someone. I spent my hard earned money to have this fixed and he is not going to honor that he messed up the phone. I did talk to another phone repair place here in town and he said because they ruined the touch ID that there is no way to fix it because it is married to the phone. They need to make this right. Once they do I will stop my mission on telling the world what they have done to me because no one else should have to go though this!

BUYER BEWARE...I paid $125 to have my cracked screen repaired at CPR of Bolingbrook in November 2015. At that time, I believe this guy was the owner explained to me about their warranty and how they stand behind it. His explanation made me feel good with my decision about selecting CPR. Yesterday, I picked up my [redacted] and I noticed a visible hairline crack on my [redacted] screen. Now keep in mind it only been 32 days from having my [redacted] replaced. Based on my warranty understanding, I thought it was covered so I returned with my [redacted] and receipt in hand for assistance. This older gentleman was in defense mode as I explained to him what happened. He was very rude and defensive about how they do not replace cracks under the "Limited Warranty".
This was the same guy who sold me on this repair and how they stand behind their work but AWFUL customer service. He actually wanted me to pay him for another screen and he didn't stand behind this one. You shouldn't get into business if customer service is not a PRIORITY. As customers we have a choice on where we spend our money, I would recommend seriously researching other options before making a decision on CPR of Bolingbrook. I am only writing this because I want others to learn from my mistake.

I accept option 1. I will return the phone with the broken screen. They will remove their screen and replace my original screen and refund me full amount of $261.59
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]