ComplaintsforCPR Cell Phone Repair

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my daughters iPhone in for repair the middle of July 2023 for a new screen and screen saver. They put a new screen in but did not put a screen saver that I was charged for. My daughter noticed a couple days later that the screen was not fully sealed at the top and when she pushed it in it cracked. I contacted the owner of CPR ******** and he basically called me a liar and said my daughter dropped the phone and we took the screen protector off of it. He then said he had cameras set up to watch his employees and would watch to see if the work was done correctly and would call me back. Well several months later and several messages left with this company they still haven’t called me back or tried to make the issue correct.

  Business response

  10/16/2023

  *** ***** entered out store on July 12, 2023 with an iPhone 13 with a broken screen. We repaired the screen and also installed a tempered glass for screen protection. I am not sure if they came back into the store or called to the store in regards to the complaint you have received. I do know that we tell all customers that they have a lifetime warranty on both screen and screen protector. This lifetime warranty is "against part defects" *** ***** is stating that the top was popped up and when his daughter pushed on it this broke. Due to physical damage (the break) the screen can not be warrantied. Our parts provider gives us this warranty and we simply pass it along to the customer. The supplier will not warranty a physically damaged screen therefore we can not either. For the screen protector if this was never installed it would have been mentioned at time of pickup and before leaving the store.

  It is our belief but can not be certain this phone was dropped causing it to POP OUT of the frame and the screen protector was removed as it broke also. These screens have anchors in them that hold them down inside the housing and will not just POP out without force caused by either a drop or pressure against the phone.

  With damage to the screen as previously mentioned we can not warranty the screen with our supplier.

  Regards,

  ******* ********

  CPR-Cell Phone Repair Alcoa

  Business response

  10/18/2023

  There is video saved for 30 days on nest camera. THIs has since been deleted as the visit was in July.

  I am not sure what a screen protector has to do with this damage. It was mentioned that it popped out of the frame? So tell me HOW  a screen pops out of the frame at the top when screws are holding it in at the bottom without physical damage being done to the phone by either a drop or pressure applied to the screen. If you say there was NO screen protector ok I will agree with you. So ill refund you *** plus tax for the protector you say wasn't put on. If you want a repair I will discount a second repir for you.

  Other than that it is my only solution.

   

  Customer response

  10/30/2023

  They have not responded to me about them lying about their service. The owner also lied to you in his response. 

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my sons Xbox Series X in because it needed a HDMI connector replacement. The console worked and powered up perfectly but it wouldn't display. Weeks later I picked up the Xbox after they said it was fixed. We plugged it in and it wouldn't turn on anymore. I took the Xbox back. I wait another few weeks and they finally get back to me. They said that the chip in it was the real problem and that they couldn't fix it. The chip was the reason the power button wouldn't work anymore too. They said would issue me a refund but didn't know anyone local that could fix the problem. I picked it up and took it straight to uBreakiFix. They got back to me the next day and told me of the damage CPR had done to the console. The HDMI connector was not even installed properly. One of the pins wasn't touching the board so the display would have never worked. On top of that, the connector wasn't even soldered to the board! The person who worked on it had missed a screw hole and bent the entire board down. The ribbon connector was completely destroyed which is why the power button would no longer work. There were pieces missing throughout the console. There was only 1 of 3 screws in the fan. Tons of screws had not been put back into place in other places. The manager of uBreakiFix also provided me with photo proof. My wife called and spoke with the manager of the Alcoa CPR store. He assured her we would get a refund. He apologized for what he said was 'new employees' that didn't know what they were doing. My wife said we would also need a replacement device and he agreed to it. I then emailed the list of details along with the photos of the damage. There was no response so I reached out to the owner. He said his decision had been made and a refund is all we would receive. He claimed it was DOA and the other issues were beyond their scope of work or repair. We are now out almost $400 for the repair when all that was needed was $220 for a HDMI connector repair.

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