Custom Renovations

Initial Business Response / [redacted] (1000, 10, 2015/12/10) */ At the time the customer came in concerning the phone I was not in the shop however my staff contacted me over the phone and passed it off to the customer to speak with meThe customer had indicated to me that she wanted a free screen or the amount she paid refunded as she indicated she thought the screen was improperly installed, lifted and as a result the screen crackedI indicated to the customer that our warranty specifically doesn't cover cracks of any kindOur warranty also speaks about liftingLifting can be the result of underlying issues with the device such as bent frames, dropping the device and swelling batteries, for those reasons our shop doesn't cover damages as a result of lifting because it would not be the result of a defective part Once I indicated that the warranty did not cover those issues the customer then said she never signed anything or saw anything in regards to a warrantyI indicated that our warranty is displayed in the shop on our display unitOur staff is also trained to attempt to mention portions of the warranty with every repairWe try to always indicate to every customer that the warranty cannot cover cracks The customer did not agree with our warranty so I attempted to help by offering $ [redacted] off the repair, bringing the total to $**The customer appeared to agree and we begun to speak about the logisticsI indicated that I would come into the shop and do the repair and that id like to have the device for several hours just to make sure everything is perfectI asked the customer to pass the phone back to our staff so I can inform them of what is going onAfter 2-minutes of silence a member of our staff picked up the phone and indicated the customer had left the store and did not leave their device Less than an hour after the customer left the store we received an email with this complaint from (Revdex.com) and multiple negative reviews on [redacted] By the end of the day we had negative reviews on [redacted] from this particular repair (our only negative reviews)We spoke with the customer over [redacted] about the situation at this pointI indicated that I was under the impression that the $ [redacted] was accepted and that there was no more opportunity to settle the dispute because I was left thinking the problem was resolved As a business we care highly about our customer's, we have been doing repairs for years, we are a fully registered business and we also boast the best ratings in our industry, if I was made aware by the customer that the $ [redacted] discount was not satisfactory I would have made measures to resolve the problem prior to the reviews and allegationsAt this time despite our efforts to try and resolve the situation we were not able to come to an agreement with the customer Geebo Device Repair [redacted] (***) Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one from the business pointed out the warranty or explained it, nor did they get me to read anythingThe screen was lifted when I left the shop slightly and I was told the glue needs to settleI bought the whole frame and screen so my frame was not bent it was brand new from the businessThe screen lifted slightly more and more over the week period before I brought the phone back in writing lifted screen and a crackI was not paying an additional **$ on top of the [redacted] I already paidI asked for my phone to be fixed at their cost or half my money be returned so I can get my phone fixed elsewhereI was told I would have a response in hours if that was possible and never heard since

Initial Business Response /* (1000, 10, 2015/12/10) */
At the time the customer came in concerning the phone I was not in the shop however my staff contacted me over the phone and passed it off to the customer to speak with me. The customer had indicated to me that she wanted a free screen or the...

amount she paid refunded as she indicated she thought the screen was improperly installed, lifted and as a result the screen cracked. I indicated to the customer that our warranty specifically doesn't cover cracks of any kind. Our warranty also speaks about lifting. Lifting can be the result of underlying issues with the device such as bent frames, dropping the device and swelling batteries, for those reasons our shop doesn't cover damages as a result of lifting because it would not be the result of a defective part.
Once I indicated that the warranty did not cover those issues the customer then said she never signed anything or saw anything in regards to a warranty. I indicated that our warranty is displayed in the shop on our display unit. Our staff is also trained to attempt to mention portions of the warranty with every repair. We try to always indicate to every customer that the warranty cannot cover cracks.
The customer did not agree with our warranty so I attempted to help by offering $** off the repair, bringing the total to $**. The customer appeared to agree and we begun to speak about the logistics. I indicated that I would come into the shop and do the repair and that id like to have the device for several hours just to make sure everything is perfect. I asked the customer to pass the phone back to our staff so I can inform them of what is going on. After 2-3 minutes of silence a member of our staff picked up the phone and indicated the customer had left the store and did not leave their device.
Less than an hour after the customer left the store we received an email with this complaint from (Revdex.com) and multiple negative reviews on [redacted]. By the end of the day we had 12 negative reviews on [redacted] from this particular repair (our only negative reviews). We spoke with the customer over [redacted] about the situation at this point. I indicated that I was under the impression that the $** was accepted and that there was no more opportunity to settle the dispute because I was left thinking the problem was resolved.
As a business we care highly about our customer's, we have been doing repairs for 7 years, we are a fully registered business and we also boast the best ratings in our industry, if I was made aware by the customer that the $** discount was not satisfactory I would have made measures to resolve the problem prior to the reviews and allegations. At this time despite our efforts to try and resolve the situation we were not able to come to an agreement with the customer.
Geebo Device Repair
[redacted])
Initial Consumer Rebuttal /* (3000, 12, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one from the business pointed out the warranty or explained it, nor did they get me to read anything. The screen was lifted when I left the shop slightly and I was told the glue needs to settle. I bought the whole frame and screen so my frame was not bent it was brand new from the business. The screen lifted slightly more and more over the week period before I brought the phone back in writing lifted screen and a crack. I was not paying an additional **$ on top of the [redacted] I already paid. I asked for my phone to be fixed at their cost or half my money be returned so I can get my phone fixed elsewhere. I was told I would have a response in 48 hours if that was possible and never heard since.