Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a problem with my GALAXY A 03s cell phone I first went to *********** located at ************************************************* to see if they could unblock my cell phone that my 2 year old granddaughter had blocked by mistake. They were not able to help me so the man at EURO CENTER (******) took my telephone next door and said that ANDRES DIGITAL SOLUTIONS *** would be able to fix my phone. ****** took my phone next door. He said the cost was ****** dollars to unblock the telephone and that it can only be paid in cash. I gave the ****** cash to ****** OTHERWISE he would not return the phone ****** said he would NOT return the ****** dollars . He said when the phone is ready he would let ****** know. In 2 hours ****** called to pick up the phone, , He said that the phone was unblocked The phone was NOT UNBLOCKED and he ONLY gave the phone back by receiving the money. He also said my phone was stolen which it was not,

  Business Response

  Date: 03/12/2024

  For whom it may concern, we apologize for not responding to the email right away, this is the first time I have seen this email.

  This customer came to the euro center next door with a complaint about a phone that has been locked with a pin. We had explained to the customer that we needed to reset phone completely. We had also told the customer that he need to know the email that was associated with this phone.(Google account). The phone needs this email in order to reactivate for security reasons. The customer had brought 5 emails but they could not activate the phone. We were unable to activate the phone, We had to explain to the customer that he needed to remove the ****** account, but we do not provide the service because this would be illegal. We had completed the job but were handed the wrong information to reactivate the phone, reactivating the phone is customers responsibility because he has the information to his accounts. The customer had brought the phone to another place to remove the ****** account, this was the only other way to reactivate the phone.

  If you check with ******** they request the email on start up to use the phone. This is a security measure that they use in case the phone was stolen. this is similar to apple's iCloud.

  if you need any more information, please contact me at *************

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21348107
  
  I am rejecting this response because: Once again, I do not agree with the response this gentleman at ANDRES DIGITAL SOLUTIONS have given.  
  I did not provide ANY email addresses to the gentleman. 
  I had asked him to unblock the phone because the grandchild blocked the phone. 
  
  He wanted ***** dollars additional to unblock the emails AFTER he said he would charge ****** to repair the phone. 
  
  He did no work.  I would like a refund of ****** please for no service to the phone. He should have unblocked the emails for the ******
  
  Please help me
  

  
  

  Sincerely,
  
  *************************************

  Business Response

  Date: 03/27/2024

  Hello, This person is trying to play with both you (BBB) and us. The first thing is that he bright the phone to  euro center next door, we provide services for them, the person from the euro center had explained to him after resting the phone, He needed to know the main email that was associated with the phone. this is because the phone does this for security against theft, and he accepted. After the phone was reset, the customer came back to the euro center to pick up the phone. as a result the customer did not have the email that the phone need to unlock the security. he tried to enter his Gmail, but was then asked to confirm the log in from another tablet. he than answer that maybe has has the tablet at home. ** took the phone home and he could not login on the phone because he did not have the tablet that needed to confirm the login. the next day he sent his wife to the euro center and the euro center sent to me because we had done the job. we took more than an hour to try and login with 5 different emails and passwords at my business and none have worked. I had explained the them that they need the main Gmail that was previously on the phone and the wife says that they do not know the email because they had given the phone they their granddaughter and that she may have change the information on the phone, this is what she had said.

  In our store we don't remove ****** account because this would be considered illegal, We reset the phone when customers know the our terms, they need to know the email and password to their device before the job is started otherwise the phone would be considered Bricked/garbage. If the customer does not know the email associated with the phone, we will not do the job.

  The euro center has the same terms for jobs

  I would like to know where they customer had brought the phone to have the email removed as this would be considered illegal and would like to report them. I would also like the customer Name and phone number because he was not our customer he was the euro center's customer.