ComplaintsforMaster Phone Fix

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very, very unpleased with the service provided. I got a price and dropped off my iPhone 12 for the back glass to be repaired. Upon returning to the store I was immediately met with excuses as to why the phone may appear wrong. The supposed owner informed me that my phones frame was previously bent. I went to 2 other stores beforehand to compare prices and they all looked at the phone and said that all I needed was the back glass and the phone was fine other than that. After coming back and hearing the frame was bent, I became skeptical. Once my phone was handed back to me I quickly realized the frame was now majorly discolored and damaged. After I brought this to the owners attention, he said sometimes the laser does that, and in your case with the bent frame its even more likely. Though Im certain the frame wasnt bent beforehand he kept insisting. Even if what he said was right, the top portion of the frame, far from where he said it was bent, was also heavily discolored. On top of all o this the glass is not sitting flat, it is higher up on one side than the other. The owner was very unprofessional, addressing me as bro and attempting to sell me even more of his services after the terrible job he had already done. When attempting to reach an appropriate resolution he kept saying come on bro and mentioning how hes been working for 6 years and that he knew what he was talking about. Highly recommend avoiding this place at all costs, terrible service, and an unprofessional owner. This all happened Friday, April 19, 2024.

  Customer response

  05/03/2024

  I have not heard from the business in response to my complaint.

  Business response

  05/05/2024

  Dear Mena Gad,
  
  Regarding your concern about the repair process, we want to clarify that repairing a broken back glass does not always make the device look cosmetically brand new. However, it prevents further damage from liquids and protects the phone, especially the battery, from additional physical harm. Additionally, it makes the phone eligible for trades with your provider, as we explained to you in the store. During our conversation, you also mentioned your intention to trade it.
  
  I apologize if your expectations were too high for the back glass repair to make the device appear new. You paid for a repair solely for the broken back glass, and we did our best to fulfill that service by replacing only the damaged glass, despite the frame being bent while broken.
  
  However, since the outcome did not meet your satisfaction, we offered you additional services, such as replacing the frame at no extra charge, with only the difference in part cost to address any discoloration or bending issues. While this would have resulted in a more comprehensive restoration, you chose to stick with the cost-effective solution and accused us of causing the damage. You even went so far as to involve law enforcement.
  
  Nevertheless, we stand behind our repairs and prioritize customer satisfaction, serving all members of our local community here in ********* and beyond. If you reconsider and wish to rectify the situation, we are always available to assist you with your iPhone or any other devices.

*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. ↩