Tricked Out Accessories

Complaint: [redacted] I am rejecting this response because:I was not bad mouthing anyoneThe sale associate was getting upset because I told him I'm filing a Revdex.com complaintAnd if you think helping a customer is disrupting your Saturday crew, then I don't know why your in this business or customer serviceYes the case was purchased months ago, as I told the associate, I work very long hours and can rarely make it into the mallHe throughly inspected my otterbox and said it looked brand new Sincerely, [redacted]

Hello there--to clarify a few things, this was on a Galaxy Sscreen repair, we didn't talk to the dad, we talked to the sonHe came into the store with his friends and told us he had tried pulling his case off and in pulling his case off he pulled the screen out or the screen popped out and the LCD cracked as wellWe did crack the corner a little more when inspecting it to see what was torn on the inside, but it was already cracked and the lcd didn't work becasue he had broke it taking his case offWe contacted our repair general manager about the situation and was advised that this wouldn't qualify under the warrantyWe did offer the son $off (25%) of a new repair After we sent the son home, the next day the father came in and went ballistic on two our employees who had nothing to do with the incident The employees let the father know that they were authorized to do a discounted repair, but he freaked out demanding a free replacement We went through the proper channels and will happily replace the customers screen, but it didn't fall within our warranty parametersWe offered a service, fulfilled our commitment but the son damaged his own phone and the father expects us to fix it for free Abuse doesn't fall within our warranty guidelines

Hi [redacted] ,We appreciate the feedback, but you purchased the case from us over months ago and this query should be directed at Otterbox instead of our store Also, I received information that you were bad-mouthing our employees and disrupting our Saturday at the store This type of behavior is not tolerated in our stores--I understand that you weren't happy about the original information, but our employees are just following Otterboxes policy

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Please forward my address to expedite payment. Sincerely, [redacted] N [redacted]

Hi [redacted] and thanks for reaching out to us about your experience From your email I am assuming you purchased a tempered glass screen protector--is that correct? I don't see reference to an invoice number or receipt that could tie your purchase to our store Our tempered glass is extremely durable, but its not 100% guaranteed to not break but it is meant to stop most instances from scratching your phone.We will happily provide you with a new tempered glass piece to put on your phone, but since we are not at fault that you dropped your phone and cracked the screen, we cannot compensate you for the broken screen

Complaint: [redacted] I am rejecting this response because:The advertising and sales person refer to the fact their protective screen will protect my screen from all damage However after getting my new screen from Apple they also told me that the screen from these kind of stores will only protect my screen from scratchesSo I will no longer pursue any recourse against the company only state that buyer beware Sincerely, [redacted] ***

Thanks again for responding to this message--but as you can see, we have physical documentation regarding the device when it was checked in and have provide that information to you We know you are upset, but being more upset won't make it right We cannot work on a device that has water damage

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution is satisfactory to me. I just received a check today, 5/19/As a precautionary measure I did not want to close this complaint until I actually received the check They have promised things in the past and have not delivered
Sincerely,
*** ***

Hi ***--thank you for reaching out to us about this issue We certainly want to make this right and know the frustration that you are feeling over this incident If we sold you a case, and the glass that came in wasn't case compatible, then we should replace the case for you
Please take this response to ANY Tricked Out store and we will happily swap you cases If possible, it would be helpful to visit a store with a manager working at the time The hours that a manager is available at any store would be Mondays between 10AM and 4PM and Fridays and Saturdays between 12PM and 6PM Thanks for understanding and we appreciate your patronage.-Kyle J***Tricked Out, Customer Service

We have agreed to refund the repaired part of $[redacted].  The additional items that made the receipt $183 were part of another purchase (protective glass and a case).  Those items are not defective and won't need to refund those.  When we get the customers mailing address we will send...

out a check.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please forward my address to expedite payment. Sincerely,
[redacted]

We have worked with this customer in detail and have considered this case resolved.  This device issue has nothing to do with our repair and we recommend the customer get a new device if they are unhappy with it.

Complaint: [redacted]
I am rejecting this response because:I was not bad mouthing anyone. The sale associate was getting upset because I told him I'm filing a Revdex.com complaint. And if you think helping a customer is disrupting your Saturday crew, then I don't know why your in this business or customer service. Yes the case was purchased 3 months ago, as I told the associate, I work very long hours and can rarely make it into the mall. He throughly inspected my otterbox and said it looked brand new. 
Sincerely,
[redacted]

We have reached out to [redacted] on the several social media platforms that she left negative feedback (5 sites in all) and explained to her that her device has been water damaged and we cannot guarantee the battery performance because the device has been compromised.  Here is the message that we...

sent (along with several photos).Hi [redacted],I’m sorry to hear about your trouble with the iPhone battery, and I understand your frustration. I have talked to all the parties involved, and I have also tracked down the paperwork from both the original repair and and the warranty replacement, as well as the third time you brought it in but did not receive a new battery. I have a pretty good understanding of the situation. Unfortunately, it seems that you did not receive a very good explanation from our team about what was going on with your phone, so I want to clarify that for you. You brought your phone in on December 12 for a battery replacement. The phone would not turn on when we checked it in, so we were unable to do a full diagnostic before the repair. At that time we did not see any indication of liquid contact in your phone, and after replacing the battery, our diagnostic found that everything in your phone was functioning except the fingerprint scanner. That was noted on the form and acknowledged with initials. Although the new battery got your phone up and running, it apparently did not perform like a brand new battery as expected. We have worked hard to source the very best quality batteries, so this sort of issue is uncommon, but we do occasionally come across a defective battery that doesn’t perform like a brand new battery should. That’s why we offer a 90 day warranty, and is why we replaced the defective battery for you free of charge on December 26. Based on the paperwork, and information from the repair tech and store manager, there was also no sign of liquid inside your phone during the warranty replacement, and we again have initials confirming that the phone was in good condition before and after that repair. On January 4, you brought the phone in again because of poor performance. This time, when we opened the phone, we saw signs of significant amounts of water inside the phone. There are Liquid Contact Indicators (LCI) inside the phone that have turned from white to red, indicating that they have come in contact with water. There are also some water spots and corrosion that are clearly visible inside the phone. The kind of corrosion that happens inside a cell phone generally appears white or greenish, and “rust” was not the right word to use to describe it. Such deposits can show up very quickly after a phone has been wet, especially if the phone has been powered on or used at all after getting wet. Our policies about water damage are very clear, and we do not offer any warranty on phones that have been liquid damaged at any point, whether before or after our repair. We are only able to guarantee our own parts and installation, and any contact with liquid can cause all kinds of problems unrelated to our repair. We have 3 separate documents where either you or Drew Putnam initialed and signed agreeing to those terms. That is why we are unable to offer any further replacement or refund.For your reference, I have attached copies of the the 3 forms from each of the times you brought your phone in, as well as some pictures showing the signs of liquid inside your phone.Please respond to me at [email protected] if you have any further questions or concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, I did not go ballistic on anyone I merely stated that I was dissatisfied with the repair and any normal screen would not have done this if the repair was performed correctly. I am interpereting that the repair will be made at no cost to me based on the last sentence in the response from Tricked Out Accessories.
Sincerely,
[redacted]

Hi [redacted] and thanks for reaching out to us about your experience.  From your email I am assuming you purchased a tempered glass screen protector--is that correct?  I don't see reference to an invoice number or receipt that could tie your purchase to our store.  Our tempered glass is...

extremely durable, but its not 100% guaranteed to not break but it is meant to stop most instances from scratching your phone.We will happily provide you with a new tempered glass piece to put on your phone, but since we are not at fault that you dropped your phone and cracked the screen, we cannot compensate you for the broken screen.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this financial resolution is satisfactory to me.  Please let me know what additional information, if any, [redacted] will require to process the overcharge by check.  Thank you for your assistance.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The advertising and sales person refer to the fact their protective screen  will protect my screen from all damage.  However after getting my new screen from Apple they also told me that the screen from these kind of stores will only protect my screen from scratches. So I will no longer pursue any recourse against the company only state that buyer beware. 
Sincerely,
[redacted]

We have agreed with [redacted] and have since issued her a check to replace her [redacted].  This case should be closed.  We talked about this last week--I'm not sure why she is sending this in now....

From: [redacted] [mailto:[redacted]] Sent: Monday, December 01, 2014 10:00 AM To: [redacted] Cc: [redacted] Subject: Re: [redacted] Importance: High Hi [redacted] My name is [redacted] and I run the Operations portion at our company.  [redacted] resigned from his position the...

latter part of October.  I was just made aware of this situation by our customer support department.  The other [redacted] referenced is a District Manager that has since moved on to another company as well. This is a simple fix and we should be able to take care of it without a problem. I’ll get with our accountant tomorrow and we will credit the customer their $20.93. Please let us know if a check is acceptable.