ComplaintsforJump Plus

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug. 29 I brought an ******** with a cracked screen into Jump Plus. The store advertises a one-day turn around time to replace screens (******************). Further, the quote I was provided estimates a 2 hour turnaround. I was told the screen would be ordered and the item would be ready in a day or two and to await a call. The screen was not replaced until much later, somewhere between Aug 26th-29th. When I dropped off the phone on Aug. 19th I pre-authorized a screen repair and was clear that I wanted a screen repair only. On the 19th I received the email (********), along with a phone call message in which the store was looking to upsell a new battery. I did not respond. On the 26th I called the store to ask why I had not received an update on the phone. At that point the store had not made any repairs. I expressed my disappointment with the delay, and upon pick up on the 29th expressed this again. Today I received an *********** call from the manager telling me I was banned.

  Business response

  17/06/2022

  Business Response /* (1000, 5, 2021/09/09) */ Contact Name and Title: Rob T. Contact Phone: 4169278000 Contact Email: *********@********.com My name is Rob and I am the Store Manager of Jump Plus Toronto, an ***** Reseller and Service provider. Terrance visited us for a repair on his ******** on August 19 and was quoted a 2 hour turn around time. Most repairs take 1-2 hours to complete when parts are available. Here are the notes on this: 01:55 PM Event 20 days 18 hours ago Order created (Send pickup messages) Customers are advised a technician will contact them to reset this timeframe as needed should further issues be discovered with the device once it is opened up and examined. Our technician ran a diagnostic test as per ***** guidelines in the ESD safe environment non customer facing and discovered the battery had failed. As per ***** repair guidelines the technician emailed the customer with the provided contact information to advise them of this and see how they wished to proceed, with just the display repair or the battery as well. 02:19 PM Faisal ***** Detail Thursday 19 August 2021 MRI Ran: Battery Requires service. Display can still be replaced as device is OOW Here is the email: On Thu, Aug 19, 2021 at 2:41 PM Jump+ Toronto <*******@********.com> wrote: Hello, Thank you for visiting us at Jump+ Toronto, your local ***** experts. My name is Molu and I'm the technician working on your ****** We performed diagnostics before performing your display replacement and have discovered that your battery also requires service. The display can be replaced without servicing the battery, but if you did wish to also replace the battery along with the display, the cost of a battery repair is $65 + Taxes. This would be in addition to the display replacement cost of $195 + Taxes, making your total for both repairs $260 + Taxes. Please reply to this email, or give us a call at 416-927-8000 Thank you, Molu Notes from follow up: 02:59 PM Molu ******** Detail Thursday 19 August 2021 Faisal ***** Informed customer of diagnostics results. Awaiting reply regarding battery needing service before creating repair Our technician reached out two additional times to ********, with no response. ******** called the store on August 26th to follow up and after reviewing the notes and email authorized just the display repair. Here are the notes of this completion: 03:01 PM Ioan ******** SMS Thursday 26 August 2021 13 days 17 hours ago Text message sent to ******** **** To: XXXXXXXXXX Status: Enroute Hello, This message is to let you know that Service Order XXXXXXXX is ready for pickup. I would like to thank you for choosing Jump + as your ***** Authorized Service Provider. We look forward to assisting you for all your ***** needs in the future. Thank you, Ioan ******** visited our store on September 4th to pick up his repaired ******* He was visibly upset and wanted Jump Plus to refund the display repair cost he paid because he felt our technician email asking him to respond back whether he was authorizing further issues with the device (battery had failed) was an "upsell" email and didn't think it would impact turn around time. Our Assistant Manager offered him a complimentary screen protector as customer satisfaction. Our ASM felt that his demeanour and profanity in store did not warrant further discounts, especially since he willfully chose to respond to us at his leisure. Here is our ASM's email to me on this: "******** **** was angry with us due to delay in the service repair, He was using the ****** again and again, for customer satisfaction I applied a free screen protector, I have given him your email address for further escalation for getting discount on the repair, I have charged him the whole amount for now. I don"t want to give him any discount with the way he was speaking. He will email you for complaining for our repair time." ******** emailed Jump Plus on September 7th after which I called him and outlined *****'s service guidelines and told him he needs to take responsibility for his part in the delays in completing the repair. He was noticeably angry on the call and unwilling to have a respectful discussion and advised me he was recording the telephone call without my consent and would file a complaint with ***** and hung up. I briefed our team on the outcome after this call. **Update Sept 10** It's disheartening to read this account of the service that was provided. We advertise a two hour turn around time for most ****** repairs because we are able to meet this goal 98% of the time. Occasionally stock constraints or the need to report further failures to the customer can impact this timeline. Our technician's efforts to reach out to the customer was not an upsell, he was following ******** service guidelines. Those guidelines clearly state we are required to divulge any findings of further damage or failure with the device to the customer and await their response in how they wish to proceed. By the customer's own admission, he chose to not respond. Therefore, the turn around time was impacted. Customers trust ***** and expect a transparent account of how their device is doing. As a business, it can also be problematic if we were to repair one aspect and not communicate there was another issue, as the customer may feel dissatisfied with a less than 100% working device returned to them. In the case of this repair the device was diagnosed within one hour of being dropped off. The customer responded by calling the store and confirming their decision seven days later. The repair was completed within one hour of their authorization, marked ready for pickup and customer contacted a full eight days prior to the customer's pick up. Upon review I can see how our technician's phrasing in communication may not have been clear enough for this customer to understand we were awaiting his response. To that end, we have coached on this to ensure we can provide even better service for others in the future. The customer was offered a complimentary display accessory during his pick up visit as a means of acknowledging this was a less than satisfactory experience for them. I did respond to their email requesting a call to clarify our stance as a business towards treating our staff with respect and ******** service guidelines requiring a response when further issues are found. Based on my judgement I advised the customer we would decline service moving forward in an effort to provide a safe, positive environment for our customers and our staff. It is my hope we can all learn and move on from this experience a little wiser. Consumer Response /* (3000, 7, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello! Thanks in advance for your help on this matter. I'm responding because there are several discrepancies from the truth. ********************************************************************************************************************************************************************************************************************************. First, please note that there is a discrepancy in ***'s version of the email sent by the store, versus what was actually received. In reality the email concludes with this phrase **** ************ "If you would like to discuss possible options please feel free to reply to this email, or give us a call at 416-927-8000 and we would be happy to explore them with you." In his version, the email concludes with: "Please reply to this email, or give us a call at 416-927-8000" Note that I did not call back because I was very clear when I dropped off the phone that I only wanted a screen repair. I have also ******** an audio recording of the only call I received from the store, prior to following up with them. This should suffice as proof of what was actually communicated. Note that the store/the technician did not reach out "an two additional times"; please see the audio recording whereby I was notified that the store would move forward with the screen replacement and that the battery also required service in case I also wanted a battery replaced. Based on the two items above it is clear that the manager is deviating from the truth. I didn't delay the process and contact them at my leisure. On Sept. 4th, 2021 I did pick up my phone and I did express disappointment. I did not use ******** but I did ask what the reason for the delay was, and I was upset. I did not ask for a refund, I asked what could be done. I also advised that I wanted to escalate the issue. Finally the store manager did call me back on September 7th, after I sent the ******** email, and we did have a tense call. However, he fails to note that he told me I was banned from the store, and that notes about me were put on file. Please note, he also recounted to me a factually incorrect recollection of the events, and tried to make me admit to them. I informed him that I was recording the conversation. Further, I do not appreciate someone trying to ***** me into accepting events that didn't occur. At this point, I think the manager of the store, Rob ******** has a vested interest in covering up what really went on here. I would hope the Better Business Bureau would be able to escalate to a different store contact, and would like to share the attachments. Please note the discrepancies between his recollection and what I have provided. I'm upset because all I wanted was a simple screen repair. This store advertises a two hour turn around. Not only was this not provided, they have further tried to paint a picture of events that is inaccurate. I have a problem with the ethics of this full situation. Business Response /* (4000, 11, 2021/09/22) */ It's disheartening to read this account of the service that was provided. We advertise a two hour turn around time for most ****** repairs because we are able to meet this goal 98% of the time. Occasionally stock constraints or the need to report further failures to the customer can impact this timeline. Our technician's efforts to reach out to the customer was not an upsell, he was following *****'s service guidelines. Those guidelines clearly state we are required to divulge any findings of further damage or failure with the device to the customer and await their response in how they wish to proceed. By the customer's own admission, he chose to not respond. Therefore, the turn around time was impacted. Customers trust ***** and expect a transparent account of how their device is doing. As a business, it can also be problematic if we were to repair one aspect and not communicate there was another issue, as the customer may feel dissatisfied with a less than 100% working device returned to them. In the case of this repair the device was diagnosed within one hour of being dropped off. The customer responded by calling the store and confirming their decision seven days later. The repair was completed within one hour of their authorization, marked ready for pickup and customer contacted a full eight days prior to the customer's pick up. Upon review I can see how our technician's phrasing in communication may not have been clear enough to understand we were awaiting a response. To that end, we have coached on this to ensure we can provide even better service for others in the future. The customer was offered a complimentary display accessory during his pick up visit as a means of acknowledging this was a less than satisfactory experience for them. I did respond to their email requesting a call to clarify our stance as a business towards treating our staff with respect and *****'s service guidelines requiring a response when further issues are found. Based on my judgement I advised the customer we would decline service moving forward in an effort to provide a safe, positive environment for our customers and our staff. It is my hope we can all learn and move on from this experience a little wiser.

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