ComplaintsforPhone Repair and More!

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have a ******* s23 I had a broken screen, I took it to this location to get it fixed and it did, within a month of the repair the screen stopped working. I took it back and found out that the person that repaired my phone ripped a wire inside the phone and that was probably why my phone did not work as well as the screen again. The gentlemen at the location is telling me that I need to get new screen and not an after market one like they usually offer and it will cost me another $230.00 dollars at this point I might as well buy a new phone. he also told me that if I wanted to get an aftermarket screen I need to wait 3 weeks to get it. I cannot wait that long for this to be resolved since I brought it for a repair and it only worked a few weeks. This is my company phone and I am loosing calls text messages and money while my phone is not working I would like a refund for what I paid since the company does not have any extra parts to replace my phone asap. I don't not think this is good business practice to offer a service and when it brakes again not have a back up plan.

  Business response

  04/08/2024

  We apologize for the inconvenience you've experienced with your ******* S23 repair. Our policy is to use aftermarket screens, as clearly stated, and any warranty covers defective screens within a 30-day period. Physical damage is not covered under warranty. We're committed to resolving this swiftly and addressing your concerns, let us know if you'd like to purchase another, delivery times may vary and are sometimes subject to change based on stock and carrier delivery.
  Best Regards.

  Customer response

  04/08/2024

  I was told that I have to wait 3 weeks for a new after market screen to show up, or  I can buy a original new one for another $230 dollars, I cannot wait 3 weeks for a screen and I am not going spend more money on a new one since this phone is going to one of my area managers and he is without a phone right now. If you have a screen that you can put on my phone now let me know otherwise I would like a refund to take my phone to another location.

  Business response

  04/09/2024

  Unfortunately your repair was done back in - 19 Feb, 2024 05:08 PM. We keep detailed reports and it shows you came back on April 2nd which is outside of the 30 day warranty. If you'd like a new screen you'd have to pay for it and choose from what our suppliers have available in stock. We cannot issue you a refund as the device was ************************, left and was fine for over a month and you came after the warrantied period. Best wishes and good luck.

  Customer response

  04/09/2024

   
  Complaint: 21540582
  
  I am rejecting this response because I didn't see anyone in your business where it is stated that there is a 30 day warranty period. It is unfortunate for the future customers that will not know that your business operates a policy that way. I would encourage getting a new supplier that can stand behind their products as well. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have had my ******* S20 FE for several years and have dropped it many times over the years. It has a protective tempered glass cover and a Crave case. The front screen cracked for the 1st time when it fell from a high table on a cement patio on 7/21/22. I took it to Phone Repair and More! on Colfax on 7/21/22 because it was well located. I pd 1/2 down-$83- so they could order a new front and back screen. (Ticket#T-8459). They said that although the back screen was not broken, it was *******'s policy to install both. *******, the manager, told me they use only ******* OEM parts. They were unable to get my green mint screen, so offered me navy. I was OK with that. On 7/26/22 they installed the new screens. I paid the balance of $83 + $10 for tip. (Ticket#****). On 7/28/22, I realized the front screen, which had been in my purse or in my hands was already cracked on the bottom right-hand corner and didn't work right- it repeated letters when I typed. The back screen was merely a cheap thin plastic piece that was already peeling off. I began to realize I had been scammed-and they still had my OEM rear screen. I returned on 7/28/22 and requested a refund and my OEM rear screen. ******* refused a refund and said he had seen many screens cracked by keys in a purse. That made no sense to me given my experience with my phone. He repeated they only use OEM parts and showed me the printing "*******" name on the plastic rear piece. He said he would have the owner call me. He never has. I then took my phone to have it repaired at ubreakifix where they installed an OEM front screen and re-installed my original back screen. I paid $165 for that repair. Resolution for me would be a full refund for $176 from Phone Repair and More! I have the plastic rear piece they installed as evidence of the counterfeit part. I also have a receipt from the 2nd repair shop.

  Business response

  08/30/2022

  Hello our warranty does not covers physical damage to installed parts, only defects. We would be more than happy to offer an additional discount on getting it repaired again, please call us at ************ and ask for **** (If i'm not in kindly leave a message) and we'll get you sorted out, cheers.

  Customer response

  09/01/2022

   
  Complaint: 17742010
  
  I am rejecting this response because:

  I am unwilling to support a business that scams customers and lies about their products. One interaction with this business was enough. 
  
  Sincerely,
  
  ***********************

  Business response

  09/13/2022

  We understand and respect your decision. Thanks for your time. 

  Customer response

  09/20/2022

   
  Complaint: 17742010
  
  I am rejecting this response because:

  This shop is completely untrustworthy! The employees cheated me out of $193 by promising that their parts were genuinely from ******** In fact, they used very, very cheap plastic knock offs for the back and cheap glass for the front.  The glue on the back was not tight and the plastic back cover was easy to peel off. The glass they used on the front was cheap and cracked in my purse on the 1st day. The manager, ****, refused to take responsibility for the work and attempted to prove that the cheap plastic piece cost $105 online. The workstation where they do the repair is a mess and there are stray parts all over the table. They had to dig through the mess to find the glass backing of my phone after I asked for them to return it. There was nothing wrong with it. I realized then that they had lied about the authenticity of the parts and cheated me on the repair. I wouldn't go near the place again. I took it to a certified repair shop where they put in genuine ******* parts. 
  
  Sincerely,
  
  ***********************

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