CPR Cell Phone Repair

I took my cell phone in for repair - they took it in the back, and put water on the water sticker then told me I had water damage.7/3/2015 was the date I visited the store. I took my cell phone in, it did not have water damage nor was the sticker water damaged. They took it in the back, kept it there for 15 minutes, brought it back, suggested water damage, then after I adamantly stated it never had water damage, that the problem was the power button, they said take it to their other store to get the power button fixed. I didn't have time to do so that day, however I just checked my phone and noticed the water sticker is now damaged. This business absolutely put water on the sticker in the back, and had I gone to the other location they would've stated the cell phone had water damage. I took it to three [redacted] stores before coming here, none of which stated water damage because the sticker was completely in tact. Now it has been clearly tampered with by CPR.Desired SettlementI'd like my power button fixed free of charge, and the water sticker replaced. This company tampered with my phone where there were no cameras, the only thing wrong was the power button, but now my phone is marked as "water damaged" due to their fraudulent activity.

Review: I brought my [redacted] in to get repaired on October 16th to have the screen replaced. They replaced the screen but told me they needed to replace 2 wires inside the phone, one of them worked the GPS system. They needed to order these parts so I was able to take the phone home on October 17th. The phone worked fine at that point except for the GPS. On October 20th I received a call saying the parts arrived and I could stop in and have the wires put in the phone. The work was completed and I returned home to find now all of a sudden the WI-FI on the phone was not working. I returned to the store and was given a story that it had to be something on the Mother Board and had nothing to do with the work they just did. I asked "if that was the case then why was the WI-FI workinf on October 17, 18 and 19th without any issue?" I did not receive an answer, but Ken did return from the back with my phone, and he told me the WI-FI was working, it must have been a loose wire, even though he just said the wires he installed had nothing to do with this issue. I returned home again and the same issue happened, no WI-FI, it would turn on and off but mostly remained off. I needed the phone for work so I decided to just keep it and return to the store when I had time. On October 27th I was driving to a unfamiliar place and I turned on my GPS and it did not work, even though that's what one of the wires they installed was specifically supposed to work with. The next day October 28th, the phone was working in the morning, then at 8:30 AM all of a sudden the screen went blank. I brought the phone back and figured sine they give a 6 month warranty on repairs I would be fine, but not only did they not diagnose the problem, they blamed me for the issues involving the phone, and would not do anything unless I paid more money. I paid they $349 for work I believe was not done satisfactorily, and contend they knew this the entire time. I paid a lot of money and am still without a working phone.Desired Settlement: I would like my $349 refunded to my 2 credit cards for work that was not performed properly on my phone. It is obvious that when I returned on October 20th that when they were installing the wires that they did something to cause the phone to not work properly. He never answered why the Wi-Fi worked the 3 days I had the phone before the extra repair, and never gave a explanation on why the GPS did not work, only to say I must have done something inside the phone.

Business

Response:

November 17, 2014Dear [redacted],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 inquiry. The estimate to replace the lens and lcd on your [redacted] is $235.00. The price includes the part, labor and a 6 month warranty on the repair. We have the part in stock and the repair will take about an hour and a half.We hope to see you soon. Regards, CPR H[redacted]" 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 successful.On October 16th the cell phone was dropped off at 6:39 PM. The repair was started on October 17th. Upon 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 Wi-Fi 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 it. The technician replaced the lens and LCD and repaired the damaged GPS connector. The replacement GPS and WiFicables were not in stock and needed to be ordered. The customer picked up his cell phone in the evening on October 17th. Everything was working except for the GPS.On October 20th the customer was contacted and informed that the antenna cables had arrived. He brought in his cell phone and the cables were replaced. The customer returned later because the Wi-Fi was not working. I did say that there may be something wrong on the main board since we had just replaced the cables. The technician made an adjustment to the WIFI cable and that corrected the problem. When the customer left the store the cell phone was in complete working order.On October 28th I received an email from the customer stating that the Wi-Fi did not work, that he tried the GPS the day before and that did not work, and that now the screen was not working. I 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 was. The customer replied to my email and acknowledged that it was working when he left and that issues started after he returned home. He said that it worked off and on and that he would bring the cell phone in around 4:00 PM.When 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 location. Since 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 damage. The customer returned and picked up his cell phone.We 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 20th.Regards,Kenneth SOwner

Consumer

Response:

[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]

Review: [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,