ComplaintsforThe Cell Phone Guy, LLC

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Under Section 37-24-6 of the Chapter classifies false and fraudulent advertising as a deceptive act or practice and therefore prohibited. I feel I was lured under false and deceptive practices. I spoke to Tyler owner of the cell pbone guy, I told him I had an insurance claim to fix my phone. He proceeded to con me into paying for the full ammount out of pocket staring I would be reimbursed. The next day while attempting to get my reimbursement I realized I was at the wrong store he then proceeded to offer his assistance by committing insurance fraud and purchasing a insurance plan from his store inorder to submit a false claim on a future date.

  Business response

  10/27/2023

  Customer received all services he was charged for. Customer was threatening and name calling in the store. Our business called the police to have the customer removed from the store. Police called and advised us to not help the customer. The customer called back and told our employee to eat dick.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to get used phone, $149.99, found out at ******** it cost $60-new, Tyler found out I was on PSS and sent me to ******** ******** where **** informed me the items I marked on the receipts. He printed on one page activation was free, them on another page charged me $39.99. ***** **** is disputing charges agent could not believe what she was documenting.

  Business response

  09/20/2023

  The customer bought an unlocked phone. A locked version of the phone would have been cheaper. The customer was unable to get a locked one because he was on ******** **** and then had to transfer to ********. If he would have gotten a locked phone he would not have been able to use it on ********. The customer came into the store and demanded a refund. We helped the customer refer to a FREE monthly plan ACP program. Without us recommending this plan he would be charged $360+ a year for phone service. With our recommendation he will be charged $0. When it left our door it was working. Is there something physically wrong with the device?

  Business response

  10/01/2023

  The client had no idea he could get a $0 monthly service. We helped save him $30 a month for the rest of his life or until the us government stops this program..

  $360 in a year 

  $36000 in 10 years 

  Customer you are welcome for helping you and teaching you about this program. 

  We charge activation fees on all phones we sell. ******** is a different company so they may or may not have activation fees. 

   

  The phone was unlocked. The phone used and unlocked have a higher value than a new locked one. 

   

  If there is a warranty issue the client did buy a warranty.

   

  We don't offer refunds. 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We took our son’s laptop in December 2022 to have the charging port repaired. It was sent to ******** for the repair. We have been attempting to get the laptop back and have been told “it was sent to the wrong location “ and now today 3/15/23 we are told “the wrong laptop was sent “. We are not able to get our laptop returned to us and have been told it was not repaired

  Business response

  03/26/2023

  We offered a solution and haven't heard back from the customer. 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took a ******** switch to be repaired. Paid a total of $******, then was given a product that was not mine. I returned it to store to inform them of the mistake and was refused a refund and told to leave the place of business on December 6, 2022.

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/12/13) */ The customer has her correct ******** Switch. We had many and one of our humans made a mistake. It has been correct. We cant offer a refund as the service is complete. Thanks again, Tyler

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/5/22 I went to the Cell Phone Guy to buy a refurbished phone after losing my existing phone. I purchased ********************* and then went to the ******* store to activate it. I then realized I was significantly overcharged and could have bought a new phone and newer model for less. I returned to the store within 10 minutes of buying the phone and asked to return it. The owner shared that they have a no return policy and there was nothing they could do. I asked why they did not share this at the time of purchase and why that policy was posted nowhere in the store. He said it used to be stated on the back of the monitor at the checkout desk but they recently got a new monitor. He said there was information about the return policy on the receipt that was emailed but there was no way for a consumer to know this until after making the purchase, going into their emails, and then clicking on a link and reading through terms on a separate webpage. My frustration is not that I had buyers remorse or that they have a no-return policy. It is that they don't effectively communicate their return policy to consumers which is dishonest. Had I know this prior to the purchase I would have taken my business elsewhere. I'm also frustrated that the store's owner, who sold the phone to me, took no corrective action and did not own up to their lack of communication. This seems very dishonest and unethical.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/07/12) */ Customer came in before hours and purchased a cell phone. The customer still has the phone and case. If there is any warranty issues we can help, however we do not offer cash, credit, money back returns. Customer purchased an UNLOCKED device that has a much higher value than a ******* LOCKED device. The customer had a buyers remorse reason for returning. This is not a valid reason for return. We offer warranty and exchange and this was offered to the customer. 14 day exchange.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold me a junk phone, owner keeps referring to contract I got after paying for the phone. Employees ( more than one) lied about return policy. Complete fraud.

  Business response

  11/17/2021

  Business Response /* (***0, 5, 2021/11/01) */ https://www.cell-phone-guy.com/home/refundwarranty-policy/ Device Warranty 1 Year Warranty Within 30 Days $0 Deductible Devices $0-$****** $** Deductible 30 Days to 365 Days Devices $***-$****** $*** Deductible 30 Days to 365 Days Devices $***-$****** $*** Deductible 30 Days to 365 Days Devices $***-$****** $*** Deductible 30 Days to 365 Days Devices $***-$****** $*** Deductible 30 Days to 365 Days Devices $***-$******* $*** Deductible 30 Days to 365 Days Devices $****+ $*** Deductible 30 Days to 365 Days If total loss a $***** restocking fee applies in addition to the deductible. *The warranty does not cover any damage, only malfunction. Water damage, user damage, charging port not working voids device warranty. Repairs Day 0-30 $0 Deductible After 30 Days Deductible Below Applies Repair Cost $0-$***** - $** Deductible Repair Cost $***-$****** - $** Deductible Repair Cost $***-$****** - $*** Deductible Repair Cost $***-$****** - $*** Deductible Repair Cost $***-$****** - $*** Deductible Repair Cost $***-$****** - $*** Deductible If total loss a $***** restocking fee applies in addition to the deductible. *The warranty does not cover any damage, only malfunction. Water damage, user damage, software changes void repair warranty. Batteries Internal $** Day 30 to 365 plus $**** Repair Protection Fee External/Removable $** Day 30 to 365 Does Not Cover Water or User Damage Accessories Otterbox & LifeProof 1 Year Manufacturer Warranty 30 Days Off Brand 90 Days on OEM Brand and Wireless Chargers User Damage Not Covered - Customer/Store Agreement In Store: We do not offer cash, credit, or check money back. Repairs: 30 Day Warranty Devices: 1 Year Warranty with 30 Days No Deductible and Variable Deductible Day 30 to 365 Days.No user damage covered in base warranty. 14 day device exchange with $***** restock fee. Older Model ******* phones may require a VLR Reset. Level 2 Tech Support ************** or pay us $***** for VLR Activation. No exchanges on brand new phones. No discount on exchanges. If you exchange a phone you will have to pay for another activation. Any crack voids defect coverage. Defect coverage covers defects not damage. No defect coverage on Brand New or International Models. No exchange on cases. No Refunds or Exchanges on Sim Cards or Access Codes. No defect coverage on free charger. Used accessory shown to be working. No defect coverage/exchange on used accessory. Brand new accessories have a 7 day defect coverage, no exchanges. 99 day defect coverage on OEM chargers. Trades are final, no trade backs. Software repairs have a 7 day limited one time defect coverage. Flashing any ROMs to any rooted phone we sell or repair voids our defect coverage. Brand new batteries 1 year defect coverage deductible applies after 30 days. Used batteries 14 day defect coverage. TV's do not have any defect coverage. Exchange credit cannot be bought, sold, traded. APN settings 7 day defect coverage on the same IMEI only. We do not defect coverage over heating on game systems (RROD or YLOD)(user abuse). No defect coverage on laptop batteries. Loaner Phones are non unwarrantable and non exchangeable. By purchasing you agree to all terms and conditions. Mail In: Minimum Non-Smart Phones/Game Systems/***** $** Smart Phones/Tablets/Smart Watches/Computers $***** *NO REFUNDS OR RETURNS* ***All Repairs: *** We warranty only the item we repair. After 30 days if the customer does not pick up repair, the repair incurs a late fee of $* per day. After 45 days the late fees double, but the device is recycled. Minimum fees listed above will be charged even if the item is deemed unrepairable, customer does not want to fix it, or not economical to fix. Not responsible for any personal property associated with the item to be repaired. Please remove any personal items not essential to the repair (memory card, case, etc). Not responsible for misplaced items. By signing this you agree to let us repair your item (Once taken in, cannot be taken back out of repair.) Time of repair is an estimate, it is not a guarantee. Software changes void warranty. ***Ordering Parts*** 1. Time of parts to arrive is an estimate, it is not a guarantee. The Cell Phone Guy is not responsible for DOA ordered parts. We will send back and exchange, but we cannot give any discounts or stop repairing the item if the first part is DOA. This rarely occurs. ***Customer Provides Parts: No Warranty. ***Doing any sort of factory update may cause me to lose the root/jailbreak/flash or other system problems. I understand that anything I do that causes me to lose root/jailbreak/flash or other system issues, is not the responsibility of the party performing the root/jailbreak. ***Tempered Glass: We are not responsible for broken tempered glass during repair. ***Warranty Repair: 1. We only warranty the items we repair. We will call you if it is outside of warranty with a repair quote. ***If you leave your devices here to sell to us and we determine a value and we do not hear from you for 72 hours we will then buy the phones at the price that we determine. If money is not picked up within 15 days then merchandise is abandoned. ******** Pairing of parts is not covered. This may lead to issues with features of the phone not working. This includes but is not limited to: Back Camera, Panoramic Camera, Face ID, And Home Button. Required $**** Repair Protection Fee This fee protects many things including but not limited to: any and all generic shop tools, adhesives, rags, etc. This fee also provides collective insurance plan that protects the accidental damage of any parts by a repair technician. Digitizer/LCD/Back Separation Repairs: Separation required on some repairs. The Cell Phone Guy does it's best to separate and keep all parts in working order, however we cannot guarantee this. If LCD or back breaks The Cell Phone Guy will fix this at the increased cost of of the more expensive repair. We do not warranty sensitivity or dust/debris under the glass. Imperfections are possible such as bubbles and polarizer alignment. Diagnostic Repairs You are paying for basic diagnostics only. This is a manual process and there is no machine we can plug you device into to get an error code. We must actually fix or almost fix your device in order to fully diagnose the issue. Basic diagnostics will not fix your device. If the device needs additional labor you will owe the minimum labor listed above or possibly more depends on if it needs software, reflow, or more intense labor. If we can not get your device fixed you will not owe any more for any additional labor or reflow or software attempts. If parts are needed we will let you know and the diagnostic cost does not roll into the repair cost. If you need multiple parts or repairs we will bundle and give discounts on the 2nd or 3rd or etc parts/labor that is needed. Our repair time is an estimate. It is not a guarantee. We would prefer more time the better so we can do a good job repairing your item and have less warrantable issues. After diagnostics are performed and repairs determined we will call you, if we are unable to reach you and have not heard from you within the grace period of 72 hours we will continue to repair the item at the increased cost. Water Damage Repairs You are paying for basic labor only. We will clean the entire inside of the device and determine if cleaning will fix the issue. If basic labor fixes the issue there is no warranty due to water damages ability to possibly not work in 1 month, 6 months, 12 months, etc. If any additional labor, reflowing, parts are needed this will be additional and we will call you to let you know if basic labor does not solve the issue. Our repair time is an estimate it is not a guarantee. Water damage is a repair that we prefer to let the battery charge to 100% and make sure it does not reboot,overheat, or other random issues. We prefer water damage for data recovery or a temporary repair as you can only clean or replace parts you can NEVER remove water damage.Our repair time is an estimate. It is not a guarantee. We would prefer more time the better so we can do a good job repairing your item and have less warrantable issues. ********************

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