ComplaintsforHawaii Cell Phone Repair LLC

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/2/2023, $47.40,Cellphone repair ,that he would be able to repair my phone , the company called back and said that it would not be worth trying to repair the phone , the problem was with a memory chip, he then tried to sell me a refurbished phone for $250.00 which I refused, I told him that I would be in latter in the week to pick up the phone. On 9/07/2023 I went back to pick up the phone, I asked about the charge that was on my card, he stated that it had been taken care of ! I called my credit card company and was told call back later in the week because the charge has not been posted at the time. have not been able to reach the manager. Thanks

  Business response

  10/08/2023

  Dear Customer, 
  
  I hope this message finds you in good spirits. I wish to extend my acknowledgement of your concerns about the service you received at our Hawaii cell phone repair store.  
  
  Our team performed a *** unlock on your device. This is a specialized procedure which involves reinstalling the device's operating system if certain issues, such as a passcode lock or an incorrectly loaded memory update, are present. Please note, this is a complex process and may take up to 2 hours to complete. 
  
  Unfortunately, the service could not be completed as expected due to a failure in the memory chip. This prevented us from successfully rounding off the *** unlock. Please accept my sincerest apologies for any inconvenience caused by this situation. 
  
  Regarding the reference to preowned phones, our store stocks these as part of our customer service commitment. We suggested this as a possible solution since your existing phone might not be repairable given its present conditions. 
  
  I understand that you were not informed about a possible refund for the *** service, which understandably has caused some confusion. While this particular service isn't typically refundable since the action was performed, we value your satisfaction. To demonstrate our commitment, we were open to shifting the amount you paid for the *** unlock toward credit on a preowned phone. This gesture on our part is to serve your needs better and to extend our goodwill in this situation. 
  
  Please feel free to reach out if you have further questions or concerns. 
  
  Best regards, 
  
  [Levi]
  [Manager ]
  
  
  

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