Phone Repair Philly

On Sept. 9th, I took my 128gb *** to Phone Repair Philly (PRP) for the replacement of a cracked display. There were no other customers in the office at the time, and the sole technician explained that the repair would take roughly twenty minutes. After checking in for the appt. on a tablet in their waiting area, he took my phone to a back room and began. While I waited, I heard the tech immediately place a call and begin to have a rather loud conversation about what appeared to be non-repair related topics. After some time passed, I peeked around to ask if everything was okay. What I saw made me pause: he was holding my phone with the display partially removed, hanging off to one side; the phone was powered on, and he was seated at a desk un-grounded. I asked if he thought the phone should be turned off while the repair was happening. He advised it was not necessary and that he'd be wrapping up the repair soon. I returned to the waiting room. A little later he entered the waiting area to show me his work. He explained that because of the impact to the upper right corner of the phone, he was unable to get the new display to sit completely flush within the casing. I considered this. Indeed, the upper half of the new display jutted upwards about 1/16" from the casing and when pressed along the perimeter would not snap into place. Frustrated with the sloppy work and pressed for time, I simply paid for the repair and left. Unsettled and feeling a bit ripped off, I went back immediately to the tech and asked to have the original broken display placed back onto the phone and be issued a refund. It seemed unwise and a waste of money to have a display -albeit new- that wasn't completely attached to the base. The tech complied. Upon completion, I took my phone, hopped in my car, placed the phone into a holder, connected it to a charger, and launched Maps. Within about 5 minutes, the phone shut itself off and turned on again. This cycle continued in roughly 5-7 minute intervals.

On 5/17 I had a terrible experience at Phone Repair Philly I chose to get my cracked iPhone 8 screen fixed there after reading great reviews. I dropped my phone off at their 14th and walnut location inside of WeWorks around 2pm. The guy told me I would have to leave it for a few hours which I said ok too even though I was a little let down as their website guarantees a 30 minute turnaround time. I tell the guy I’ll be back around 5:30 to which he says perfect that’s more than enough time. I get there at 5:30 the employee comes down and says he needs another 15 minutes. Now I’m like ok, I’m seeing a trend here. At 6:20ish (50 mins later) I get the front desk people at WeWorks to call the guys which are two floors up and I speak to the guy and tell him I have to give them a bad review as the service and lack of communication have been poor to which he puts his boss he owner, Mac on and this is when things get crazy. Mac comes down and tells me it’s my fault because I don’t have the latest software update and I tell him that his service is terrible and I just want my phone fixed and back. I ask him what are the solutions because that’s what I’m paying you for. He say let’s go to my office cause I don’t want you making a scene in my lobby. We go upstairs and I mention to Mac that there are two customers (me being one of them) that gave you phones working but with cracked screens and now after your company and you touched these working phones they are now not working. Mac turns to his Employees and says he thinks went don’t know what we are doing. To which I reply it seems that way. Mac is also googling how to fix my phone. But they were going to charge $120?! I keep pressing Mac for solutions. He turns to the employee and says his problem is we didn’t communicate with him he wanted you to run up and down the stairs. I say Mac just give me my phone. He says how about I put the cracked screen back on and give it back to you. I say perfect. And asked to use the restroom. The employee walks me to the restroom and apologizes for Mac’s behavior and says I hate when he’s rude to customers like this. I thank the employee and tell him how kind he’s been. When I get back to the office the owner is putting the cracked screen back on and says you’re going to have to go to the Apple store. To which I reply this is nuts I gave you my phone with a cracked screen and now I have to go the Apple store. The owner replies your making it like I’m the difficult and I said you are. I’m the customer and while you google how to fix my phone, google customer service. 2 hours later I’m in the Apple store and had to pay to get an entirely new phone. The owner lied and said my phone wouldn’t turn on because I didn’t have the latest iOS system when it was because he disabled something in my charging port and which stopped the phone from turning on.