Fresh Air Furnace Duct & Drain Services Inc

The customer came in for a screen replacement which we provided. Within a couple of weeks she dropped the phone again and the screen broke again, even though she bought a case. We make no claim that purchasing a case will prevent the phone from breaking again, and told her that it was bad luck that...

it broke again. We told her that we empathize with her and could work out a deal since it was so recent, but we'd still have to charge her since she admitted she dropped it (both in her yelp review and this complaint) and our warranty explicitly states that the warranty does not cover physically damaged phones. With regards to the delay in responding via [redacted], Matt the other owner was on vacation and he's the one the only one with access to the business page, but noted that when he did respond, it was consistent with what complainant had been told previously. It just wasn't the answer she wanted. We fix hundreds of phones a week and hear on a daily basis that phones that are brand new, or that have never been fixed before fall from a short distance even on to carpet and break. As we stated to the customer several times, this is nothing but a case of bad luck, and it's not our responsibility to replace a part that costs us well over $100 because she dropped the phone again. You can reference our warranty here: [redacted] Lastly in reference to the home button, not centered, in terms of the button sitting on the screen, there's only one way it fits in. It's 100% impossible for the button not to sit in place. There's a chance that the tempered glass sitting on top of the glass we replaced is off center, but that's merely a cosmetic issue and would in no way contribute to the screen breaking. Additionally, if the customer was concerned about the home button being 'off-center', that is certainly something we would have been happy to take a look at and correct under warranty, but customer made no attempt to contact us with this until after the screen broke again. Best, Chivas