Business ProfileforStandard Screen Repair

I had an extremely negative experience with this company. This review is VERY long because I want to leave an honest, fair and accurate account. I'm honestly confused as to how my experience was this negative when they have great reviews. TL;DR The volume button on my phone was damaged during the screen replacement and the replacement screen was not set into my phone properly. They said they didn't have the expertise to repair the issue- until we left a negative Yelp review and they came to fix it. In the process of fixing the volume button, they broke the mute switch and the screen was still not attached securely. Their response was "I'm done with you guys you're taking up to much of our time"Here is the long version: ******* is currently offering a deal that allows me to trade in my undamaged iPhone XS for a free iPhone 13. My phone was in good condition except for a chip on the upper left hand corner of the screen which did not affect the functioning but did dramatically reduce the trade-in value (from $800 to $80ish). I started researching companies to pay to replace the screen. I reached out to Standard Screen Repair and several other companies for an initial quote. Their initial quote was $139. Another company had responded with a lower quote ($109) so I kindly told Standard Screen Repair that I wouldn't need to confirm an appointment with them. They offered a price match and informed me that they were Apple Certified Technicians. I thought this was great! A low price and the security that the job will be Apple approved so there could be no issues with my trade in! They were able to come to my home in just a few hours. The tech was very kind, came to my door, took the phone, replaced the screen quickly and included a free screen protector! He said I was all set and everything had gone well - I paid via an iPad and he was on his way. It was easy and I was thrilled with the service- until I looked at my phone.Immediately after he left I realized two issues. The first and biggest issue is that the volume down button had stopped working over the course of the screen replacement. Next, and less of an issue, was that the screen was noticeably lacking the vibrancy it had before. It had a blueish tint and was slightly less responsive than the previous screen. This is something I normally wouldn't worry about but because the goal was to trade it in for full value, I worried it would not suffice. I thought it may be the screen protector so I removed it. That didn't improve the look of it. I did lots of research, including reaching out to ******* to see if they would accept a trade in with this screen and discovered that after market parts disqualify phones for trade-in.I reached out to the company to tell them about the button issue that had arisen as a result of the repair and inquire about the screen quality. They told me that being "Certified Apple Technicians" doesn't have anything to do with the materials used, just the training the technicians had received. That makes sense to me. I had made an incorrect assumption on that front. That was definitely my bad. They said they could put on a Genuine Apple screen and that I would just need to pay the difference. Again, this felt like good customer service to me. They also offered to come take a look at the volume down button. All of this was able to happen after I got home from work that evening. At this point, I still felt very taken care of.That evening, the technician arrived a little bit early and I hadn't gotten home yet. When I arrived I found a note saying he'd be right back, which I really appreciated, especially since it was raining hard. He arrived moments later. When he came to the door he jokingly asked me what he'd messed up. I showed him the volume button issue and told him about the screen swap. He looked a little bit confused and said that they didn't have Genuine Apple Screens in stock so he wouldn't be able to make that swap but he could look at the volume button. He took the phone to work on in their vehicle. After awhile he came back and said that he wasn't able to fix the volume button, that it was outside of his area of expertise and that I may need to get a replacement volume assembly - but they would refund the screen repair cost and that his boss would be in touch with me to follow up.I appreciated the refund - this would allow me to replace the screen with a Genuine Apple screen elsewhere without having lost any money. The only real issue I was aware of at this point was the volume button. When they reached out to follow up they said there was nothing they could do about the volume button, they didn't have the expertise to make the repair. I felt (and still feel) strongly that I needed to come out of the experience with a functioning volume button, the way I had come in. When I replied as such, he denied that they had damaged the volume button at all: "In 10 years of device ********************** i have never seen just the volume down button break due to our repair." When pressed further he said that my phone probably had water damage, that there was rust on the button and that the screen replacement must have done something to aggravate it. He made no mention of this until many, many follow up emails. At this point I asked my partner to take over communication because I was feeling frustrated and didn't want to make the situation worse with my frustration. Later that day, I discovered that in addition to the volume button issue, the screen they had put on was not flush to the top of the phone. It was slightly lifted from the phone and when I pushed down gently on the top of the screen, it moved up and down.He continued to deny that they had anything to do with the volume button issue and reiterated that they did not have the expertise to fix it. They were not willing to cover the cost of having someone else fix it. They kept telling me to just trade the phone in, that no-one would notice the issues and he didn't understand why I cared. We called and spoke to another person who was very kind - she told us that, of course they would fix the issue and she was sorry that happened to us. She set up an appointment for a technician to come and rectify the problem. After we got off the phone we got an email saying the appointment had been cancelled with no explanation. After lots of back and forth, we decided to leave a negative Yelp review and move on. After leaving that review, they reached back out to my partner and said they would fix it if we promised to replace the one star review with a five start review and that everything would be in working order when they were done. At this point we had nothing to lose - but I did feel hesitant to have them work on my phone again because of the broken volume button, the screen movement, and the sentiment that they don't have the expertise to do the repair they were now offering to do. They fixed the volume button. My partner checked to ensure that it was working, they gave us a free tote bag for our trouble and left. Moments later, I realized that this time they had broken the mute switch next to the volume button and the screen was still not attached properly. Now it lifted from the phone AND it clicked when I put pressure on it. We went outside to try to notify them before they left but they had gone. My partner immediately reached out to them to tell them about the issue and their response was "No I'm done with you guys you're taking up to much of our time". I've already signed a contract for the new iPhone so now I will have to pay full price for the new phone or pay to have the damage they did to my phone fixed elsewhere (in addition to another screen replacement). My phone is in much worse condition than when I called them. I'd happily welcome back my chipped screen.

We did not charge this customer who extorted us into performing a repair that we did not perform. The customer needed to trade her phone which she made clear in her initial communication even asking us to match a lower price which we did and they needed their volume button replaced. We explained that we could only replace the screen and that the volume button was a repair we did not perform but we agreed to just replace the screen and we said we would look at the volume button to see what was causing the issue. When we explained that it was water damage and that we do not specialize in the area of repair the customer was unhappy so we issued a refund because that was all we could do. But this customer was not satisfied so they then had their friend threaten us and extort our company with a "slew of bad reviews". Under duress, we agreed to replace the volume button assembly which we are not trained to perform and do not offer as a service. We could not continue to conduct business with this customer for who we performed over 5 hours of work at no charge. We never charged them one cent.