CPR Cell Phone Repair

Customer presented Note 5 cellphone with large cracks and missing pieces on the front, and a destroyed back glass, and shattered camera lens.  Customer only wanted back glass and camera lens replaced.  We quoted customer $70.00 for the back glass and camera lens.  We did nothing to...

the front of the device, we didn't even have to open it up for the back glass and camera lens repair.  Subsequently, customer's shattered front screen stopped working.  We offered to repair the front glass as well, at 1/2 of our part cost, with no additional labor,  however customer demanded full repair at our expense.  We did not even open his phone.  We repaired the back glass and camera lens at no charge. His shattered glass is not repairable however, it must be replaced.

Hello-
I am responding to this customers complaint. First and foremost, I have an AUDIO and VIDEO recording of this customer stating she would PAY for the service since it was damaged and not covered under warranty, THEN she would tell her credit card company to charge it back. THIS IS...

FRAUD! I will be reporting this to the customers card carrier, [redacted] since she has stated this and it was recorded.No, we will not be refunding the customer. She understood she had physical damage - multiple cracks - not caused from spontaneous cracking in the customers hands for over a month a half. Our warranty is traditional and covers DEFECTS in product quality and operation. Her part clearly worked fine and there were no other issues. Additionally, the customer has two totally different stories from what she told us to what she said here in the complaint. On your complaint, she says it was in her pocket. In our complaint on video - she says it's been in her pocket. This customer has zero credibility.
This is stunning to me as a business owner a customer will damage a product, say she was treated rude - when that was absolutely untruthful. 
You may watch the video in the attached link.
[redacted]
 
This customer is no longer welcome in any CPR location owned by me.

Initial Business Response /* (1000, 5, 2015/12/11) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cpr-manchester.com
Customer satisfaction is our number one goal. We are sorry Ms. [redacted] feels this way about her repair. When Ms. [redacted] picked up...

the device it was inspected by both Ms. [redacted] and our technician. Ms. [redacted] then signed our receipt. Per our Terms and Conditions, devices damaged after delivery are not covered under our parts and labor warranty. Usually, 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 damage. This is our offer to meet Ms. [redacted] in the middle and this repair offer still stands. Thank you for contacting us about this complaint, we apologize for any unintentional dissatisfaction experienced by any customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a full refund

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. ** did remove the case from the packaging carefully but ** 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 happened. I brought my iPhone 5 phone to be fixed. They keep the [redacted] cases behind the counter and customers clearly don't have access to these cases. I 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 phone. When I returned to pick up my phone the case they sold me was on the iPhone 5 that I brought into be repaired. The 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 sense. I was not purchasing the case for another phone... my request obviously meant that I intended to use the case for the iPhone 5... 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 again. I'm also not interested in an exchange. This whole situation clearly is their fault. If 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 letters. I even sent two letters to the corporate office with no response. This company clearly does not care about customer service, resolving their mistakes fairly or treating their patrons with respect. The only reason I bought this case from them and had them put it on is that I thought it would be convenient. This clearly has been a disaster and again the fault is clearly theirs. Frankly, I'm shocked they would go to this much trouble over a matter of $80 when their reputation is at stake. 
Thank you to the Revdex.com for your help in this matter, it is much appreciated. 
Regards,
[redacted]

Cell Phone...

Repair                                     ...⇄ May 16, 2016 [redacted]          St. Louis,  MO  63126              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 4 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 $103.18.  We are sorry         we were unable to restore this device to full functionality.         Sincerely, [redacted]         Franchise owner

Initial Business Response /* (1000, 5, 2014/07/28) */
Contact Name and Title:[redacted] - Gen Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
This customer had a repair done at our store which involved replacing the glass and front part of the phone. The son...

was told when he asked for a quote that there is a 6 month warranty on the repair that is performed and that it is not insurance. Physical damage is not covered. It is store policy to make this disclaimer at all times to prevent misunderstandings such as these. In addition to this verbal disclaimer, I am in possession of ticket # 1196 signed by the customer's son which clearly states the following:
Warranty Information: 6 month (parts and labor) warranty on all parts purchased from and replaced by us that are listed on this receipt. THIS SPECIFICALLY EXCLUDES DEVICES THAT ARE DAMAGED, SHOW SIGNS OF ABUSE OR WATER INFILTRATION.
I have not included scans of the Ticket and signature to keep the customer's name anonymous.
There is no doubt that this customer knew that physical damage would void any product warranty. In addition, the receipt given to the customer's son and held in her hand when she came into the store contains the same statement.
In regards to the comments of poor customer service let's just say the customer came into the store enraged. Although the manager was waiting on another customer with the same issue, the customer's demeanor required him to neglect the person he was with and try to address her concerns. There were accusations of misrepresentation of the warranty and of misleading her son and telling him the case he purchased made his phone "virtually indestructible". It was explained to her that no store employee would make such a statement and no warranty covers physical damage. Apple, Samsung nor any phone company warranty covers physical damage. She was first offered the store policy 30% off ($94.50) if she wanted the repair repeated. She did not accept that offer well, so the manager offered to do the repair for cost, $75. This offer was dismissed by the customer who left talking loudly, making disparaging remarks about the store, its' employees and saying that she was going to the Revdex.com.
The customers in the store at the time can be contacted for verification of this incident and how it was handled.
Resolution: As far as the desired resolution the customer wants the repair done at a compromised cost. She was offered a compromised repair at a price of $75 which is well below store policy. CPR will honor that offer. If the customer wishes to waive the 6-month warranty period CPR will do the repair for $65 plus tax. In addition, CPR extends an apology that the manager's reaction to her accusations may not have shown an appropriate level of patience but denies being "rude and condescending."

First and foremost, we apologize for the perception we made this customer unhappy and uncomfortable with our response to his situation. This is/was never our intent. We are a business that is proud to serve and we offer excellent customer service and experiences. In 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 assets. Our 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 20 after we completed a screen replacement for his iPhone 5 and sold him a [redacted] case. Customer told us he had problems with hearing out of the case. The 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. ** did remove the case from the packaging carefully but ** 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 receipt. The inventory used in the transaction states the case is for an iPhone 5, not an iPhone 5c, which are unique models. An iPhone 5 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 problem. The 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 fact. The 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 20 days (5 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.

Jim M[redacted] <[redacted]>
12:09 PM (49 minutes ago)
to me 
[redacted]
Below please find a detailed explanation of our stores interaction with [redacted]. Also, as discussed, we would prefer corresponding through this e-mail address rather than US Mail....

Thank you.
On August 18, the customer came to our shop with an Apple [redacted] 5S that she had damaged by laundering. The phone was completely inoperable and showed no signs of life.
The customer was informed that we could help save her device utilizing our extensive water damage clean up service that would attempt to revive her device for a charge of $100 plus parts (if needed). The customer was further informed that, as a courtesy, if the phone were unable to be revived we would discount the service by $45.
The customer was also informed about the unpredictable nature of water damage and its potential negative long term effects on electronic devices. She was further informed that due to this nature, we could provide no warranty on any work performed or parts placed on this device. 
With full knowledge the customer decided to move forward with the clean up service, signed a work order, and paid the $55 initial fee. She also purchased a charge cord for $ 19.99 plus tax.
Fortunately for the customer, our recovery process was successful in reviving her phone. The customer was informed of this and was told that before we went any further in diagnosing the extent to which additional parts or work would be required to fully restore the phone, we would back up and secure the data from her phone in case problems resulting from the original water damage resurfaced and made her phone fail again. 
After backing up the data, our technicians tested all functionality of the phone to determine if it was completely useable or if some functionality had been lost due to the water damage.  The testing found that our water damage process had been completely successful in reviving the customers motherboard and that the phone could be restored to 100% functionality with the replacement of two parts. 
The customer was informed that with the installation of a new LCD/Digitizer for an additional $100 - (normally a $155 repair) and a new battery for $20 - (normally a $55 repair), the phone would be ready to use again.  The total repair charges would be $220 plus tax. ($100 for the successful water damage cleanup, and $120 for additional parts). She said that she had to think about it and would call back.
When the customer called back she informed us that she had decided not to have the parts installed on the device as she now intended to get a new phone. We told her that we understood.  We talked to her about the options to have her recovered data transferred to a new device or sd card from the device if she wasn't going to repair it and she declined that service also. Our technicians reassembled her phone and placed the phone in the bin for pickup.
On August 29th the customer returned to the store to pick up her device. When asked to pay the remaining $45 balance for our successful water damage restoration, the customer refused. She felt that since she had decided not to finalize the repair, she should not have to pay for our service.  It was again explained to her that the water damage service was successful in reviving her phone. The $45 courtesy discount only applied if the phone was not recoverable. 
We work hard for our customers and expect to be paid for our work even when the customer has a change of heart.Business questionnaire info:
CPR Cell Phone Repair, [redacted] PA
[redacted], PA [redacted]
###-###-####
[redacted]
Franchisee
Cell Phone, computer and electronics repair
LLC
Opened for business 7/29/2013
PA based LLC
Tax ID: 61-1707233
4 employee's
Revenue $1 - $999,000
1000+ customers
James *. M[redacted], Manager
CPR Cell Phone Repair, [redacted], PA [redacted]
###-###-####


Jim M[redacted] <jim@cpr-[redacted].com>




12:09 PM (49 minutes ago)










to me




 
 
 
 
[redacted]
Below please find a detailed explanation of our stores interaction with [redacted]. Also, as discussed, we would prefer corresponding through this e-mail address rather than US Mail. Thank you.
 
On August 18, the customer came to our shop with an Apple [redacted] 5S that she had damaged by laundering. The phone was completely inoperable and showed no signs of life.
 
The customer was informed that we could help save her device utilizing our extensive water damage clean up service that would attempt to revive her device for a charge of $100 plus parts (if needed). The customer was further informed that, as a courtesy, if the phone were unable to be revived we would discount the service by $45.
 
The customer was also informed about the unpredictable nature of water damage and its potential negative long term effects on electronic devices. She was further informed that due to this nature, we could provide no warranty on any work performed or parts placed on this device. 
 
With full knowledge the customer decided to move forward with the clean up service, signed a work order, and paid the $55 initial fee. She also purchased a charge cord for $ 19.99 plus tax.
 
Fortunately for the customer, our recovery process was successful in reviving her phone. The customer was informed of this and was told that before we went any further in diagnosing the extent to which additional parts or work would be required to fully restore the phone, we would back up and secure the data from her phone in case problems resulting from the original water damage resurfaced and made her phone fail again. 
 
After backing up the data, our technicians tested all functionality of the phone to determine if it was completely useable or if some functionality had been lost due to the water damage.  The testing found that our water damage process had been completely successful in reviving the customers motherboard and that the phone could be restored to 100% functionality with the replacement of two parts. 
 
The customer was informed that with the installation of a new LCD/Digitizer for an additional $100 - (normally a $155 repair) and a new battery for $20 - (normally a $55 repair), the phone would be ready to use again.  The total repair charges would be $220 plus tax. ($100 for the successful water damage cleanup, and $120 for additional parts). She said that she had to think about it and would call back.
 
When the customer called back she informed us that she had decided not to have the parts installed on the device as she now intended to get a new phone. We told her that we understood.  We talked to her about the options to have her recovered data transferred to a new device or sd card from the device if she wasn't going to repair it and she declined that service also. Our technicians reassembled her phone and placed the phone in the bin for pickup.
 
On August 29th the customer returned to the store to pick up her device. When asked to pay the remaining $45 balance for our successful water damage restoration, the customer refused. She felt that since she had decided not to finalize the repair, she should not have to pay for our service.  It was again explained to her that the water damage service was successful in reviving her phone. The $45 courtesy discount only applied if the phone was not recoverable. 
 
We work hard for our customers and expect to be paid for our work even when the customer has a change of heart.
 
 
 
 
Business questionnaire info:
CPR Cell Phone Repair, [redacted] PA
187F Kenwood Drive North
[redacted], PA [redacted]
###-###-####
www.cpr-[redacted].com
Franchisee
Cell Phone, computer and electronics repair
LLC
Opened for business 7/29/2013
PA based LLC
Tax ID: 61-1707233
4 employee's
Revenue $1 - $999,000
1000+ customers
 
James B. M[redacted], Manager
 
 
 
 
CPR Cell Phone Repair, [redacted]
187 Kenwood Drive North
[redacted], PA [redacted]
###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
They did not disclosure that the charge would include extra parts if needed and that would "qualify" as being a fully functioning phone.  When I brought that to his attention he was very rude and said that "what you're telling me my time is not worth anything". I stated that I was fully aware that the cost would be $100 if I could leave with a fully functioning phone.
He still insisted I pay, holding the phone hostage saying I could not get it back until I paid and agreed that I was leaving without it being in working condition.  He also stated that he didn't even want my business.  To get the full $100 if there are extra "catches" this company needs to legally disclosure.  I did not leave with a working phone thus should not have to pay the full $100, just the fee for the attempt to fix it.
I also have no "proof" that the phone is fully functioning without parts.  Regardless, I did not get what I paid for.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 $100 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 $55 for.
I 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 $100 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 $100 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]

At first sight they seem all right you need your phone repaired so the pay before the work is done oh you know that you going to get the work preformed. I have a [redacted] dropped it and crack the glass and called for a estimate I was told 160.00 the Labor was $40.00 so that would put the part at $120.00 or so I locked the part up it came too $47.00 so you know what I did I supplied my Own part. I was meet
with a new price of 45.00 and informed that they could not give me a warrantee still ok its my part the [redacted] is a sealed phone water proof 30 feet twice the Owner came back to me offing me choice of how it used the money paid for Labor to buy a part from him that would have a life time warrantee this is were ever thing went South the part worked phone returned to me screen is off set visibley crocked You got to be kidding I was told that aftermarket parts are like that some times But he would try to see if he could help me out and see if he could refit the screen some how All most for got he suggested that I just Buy a case for him too cover tithe off fit turns out that it wasn't the part it was a OEM sony part but some how some one put tape over the Sony LOGO the phone was in use for the rest of the day when it started for separate the screen was coming up you could see inside the phone what the
how is this going to be water proof Back to the store. I was in formed that I had no warrantee and they even when thing go right 100% that the phone might not be water proof anymore I did a a long story of how this was a bad part and the too pacs of glass that made up the part were separating thats why the glass was rising up remember that this was you part not ours too make a long store they refused to
do any more work on the phone I did buy a case not from them but the phone no longer made clear call any more I had to have it replaced my bank filled a clam but gave him back the funds His no warranty include crappy service and phone destruction Let the buyer be ware never shop with them Keep looking for phone repaire shop

Customer was painstakingly informed upfront about unknowns and risks of water damaged devices. She was further informed that if the phone was not repairable, as a courtesy we would discount our service fee to $55. If no parts were needed the cost would be as low as $100 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 due. She 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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 2 wires they said I needed, which who knows if I did. I 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 properly. Less than 2 weeks later the phone was dead. 
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 $299 for the full LCD and glass assembly replacement on his [redacted]. Customer asked for a [redacted] discount. We obliged with a 15% discount (savings of $50).
We replaced the assembly, however noticed during repair the frame was not quite flat. The assistant manager,[redacted], advised the customer that the frame was bent and he should get it replaced and she would do this for $50 (half price) while doing the repair. The customer declined. The assembly made of non-pliable glass material, was placed in the frame and secured with standard industry adhesive.
Customer left the store. Later 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 facility. The part is now damaged and non-functional and the adhesive was completely removed from the part. The 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 store. We can not verify a true defect.
The store manager, although not certain to do so, made an exception and covered this as a warranty. After 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 store. According to the manager and asst manager the customer walked outside and turned around and came right back and present a broken glass again. The customer pressed down on the lift edge of the housing where the glass was not lying flat. Glass 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.
1 - 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 repair. We will then issue a FULL refund.
2 - The customer may keep the part and device as is in its current state and we will issue an additional $50 refund. This total value is actually $100 because we gave the customer a $50 [redacted] discount at the time of the original repair.
3 - 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 device. The full price of a glass only repair for the [redacted] is $229. We will offer this at $115. Normally the housing repair itself would cost $99. This housing repair, again, offered at no cost.

Very unhappy with this business. They sold me a product with a guarantee. When product did not deliver as promised, they put the blame on me and refused to make it right.

If you want service people who are incompetent and unskilled, multiple return trips and public insults this is the place for you.
My husband's phone and my phone both had battery problems and we brought them to CPR. We ended up taking the phones to CPR more than six times (12 round trips). Batteries were replaced more than once. Software wiped off and reinstalled again more than once. Was given a loaner that didn't work then was told it was a Sim card. Went to AT&T and replace the Sim card that didn't help either. The AT&T sales rep took the new Sim card placed it into different new phones and it function fine...so our loaner was a lemon. To top things off their assistant manager Eric [redacted] told me several times that I was ignorant while there were approximately five other customers in the store and my husband was standing next to me. Please note that I am a senior citizen who neither cursed nor raised my voice but certainly was frustrated with our return trips. When I shared the above information with the store owner Larry [redacted], he apologized at first, he told me he was surprised and then he defended Eric. So the service was inadequate and the customer service was offensive.

From: [redacted] <[redacted]@gmail.com>Date: Thu, Feb 11, 2016 at 4:28 PMSubject: Fwd: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: [redacted]@cleveland.Revdex.com.orgTo whom it may concern - Thank you so much for stepping in and sending my complaint to...

the business below. They received the complaint, contacted me immediately, and resolved the issue by replacing my iPad. Thank you for your help in the matter. It can be closed. Feel free to call me @ [redacted] or email me if you have any questions for me.Thanks again[redacted]

Review: Paid to have screen on my phone fixed. The phone was fully functional before they tried to fix the screen. They had my phone for about a week and they decided they could not fix the screen and my phone no longer worked when they returned it to me.Desired Settlement: They should repplace my phone. Even though the screen was cracked the phone was in perfect working order before they attempted the repair.

Consumer

Response:

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Regards,

I was told it would take 48 hours to complete my repair. It has now been 8 days. I was required to pay upfront.I had water damage to my cell phone. I solicited the services of this company because I was assured it would only take 24-48hrs to fix my device. MY phone had dried out a complete day before they started working on it. However, I agreed and I paid the fee. Since I did not receive a call after the 1st 24 hours, I called them after 48 hrs. I was told they needed permission to fix my screen. I gave them permission and was informed they needed to add an additional 2 days to the time it would take to complete the job. It has now been 8days and my phone has not been completed. Desired SettlementThis business practice of giving the customer false hopes of when their device will be completed is very unfair. Additionally, the lack of communication of updates is deceiving as well. Your company wouldn't have called and asked my permission to fix my screen. They waited until I called them. There is a great difference between waiting 24-48 hours for a service and 8-9 days. I would like to be compensated for the length of time it has taken to fix my phone. Business Response Contact Name and Title:[redacted] - New OwnerContact Phone: [redacted]Contact Email:[redacted]I was made aware of this issue yesterday while visiting the store, then received this complaint from the previous owner (We just purchased this business and store). I was able to meet with [redacted] at the store yesterday, and I apologized for the delay and lack of communication from our team. I refunded her all monies paid for services rendered, as the water damage repair was unfortunately not successful (water damage repairs are approximately 70%-80% successful). After speaking through the issues [redacted] experienced, she was gracious to allow us one additional attempt to repair her phone. I next day air shipped (at our cost) another part to try one last effort to revive her phone, but unfortunately this too did bring her phone back to fully functional. I have since communicated with [redacted] via email that this last attempt did not change the outcome of the repair. Our goal is 100% customer satisfaction, and I have reviewed this situation with the new manager and the rest of the staff to make sure it does not happen again.Consumer Response I appreciate the effort the owners made to make me satisfied. Although I am not happy with the outcome (of my phone), I am pleased with the customer service. Final Consumer Response

Took my phone in 3 times for the same repair. The work was never completed and I was never refunded my money for any portion of the service.I took my [redacted] in for a broken power button. They "fixed" it within a few hours, stating that they get that sort of thing all of the time. The original fees were for a non-refundable, six month maintenance fee and for the part. I would have been fine paying it if they'd done a good job. They did not fix the issue.Less than two months later the power button broke again so I spent the time and gas to drive back for them to attempt a second repair. They "fixed" it again but the same issue occurred for a third time less than two weeks later. I returned and simply asked for a refund. The clerk at the front desk informed me that they manger would not speak to me and that they do not give refunds under any circumstance. I am not happy with the service and I paid far too much for nothing.Desired Settlement$65 for the service fee and part. I should not have to pay for a repair that was not completed.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]The stated repair was first done on 2/10/2014. The repair was a replacement of the power button on an [redacted]. This is one of the most common repairs on this phone. It is well known that poor design leads to abnormal wear and a lot of times failure of the power button. This problem is exacerbated by the use of some of the more popular protective cases, that cover the power button, making the user press abnormally hard on it. The failure of the power button is due to design, not any fault of CPR's work. Addressing this particular complaint, as stated the repair was done 2/10/14. Both before and after the repair the customer read and signed a receipt stating that he understood our warranty policy. That policy is 6 months on parts and labor, NO refunds, and that we are not responsible for physical damage. On 6/11/14 this customer returned with the same issue. I personally explained the issue that these phone have to him, I also explained to the customer that our warranty policy for [redacted] had changed to a life time warranty and for his inconvenience I was going to go ahead and give him that warranty as well, so that the customer wouldn't have to worry about having to repay for the repair if it happened again, and he could continue to receive the protection his case offered without worrying about it costing him $65 every six months. We then replaced his power button a second time. On 8/27/14 This customer returned, again with a damaged power button, we offered to repair it again, as per our agreement from the last visit. The customer refused and demanded his money back. Our warranty policy was explained and the customer was told that we couldn't offer refunds on repairs, because almost all repairs (including this one) were on items that experience wear and tear and, depending on use, would fail again if subjected to the circumstances. This was the whole reason he was given the lifetime warranty even though he had only paid the old price of $65. So in closing, this customer was already compensated with a free lifetime warranty on his power button, a part that fails because of a design flaw of the phone or user error. These are issues that can not be controlled by us. The next repair may last two months or two years, either way we stand behind our warranty, and at any time this customer can stop in and we will replace his power button. Also no customer is ever refused access to me (the manager) as long as I'm in the office, and on 8/25/14 - 8/28/14 I was not.