Complaintsfor12th Man Technology

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to their new store at the ****** road on Dec 9th 2021 since my phone failed to work due to update issue. I arrived at the store at 11:20 am and the front desk lady told me to first change my SIM card. I drove to cricket and changed a new SIM and my iphone still failed to update. I went back to the 12th Man Technology and the lady told me they would first identify the problem and send me the quote. Since my phone is the only tool to contact, I confirmed with her that it only takes one or two days to diagnose the problem and I can decide whether I want to go with them to repair. The lady told me they will send me the quote on the same day or the next. I waited until the next day 15:30 pm to see whether they have figured out the problem and the guy told me they didn't do anything yet. And he insisted on the point that there's no way the lady could tell me one or two days. It will take up to ONE WEEK for diagnosis. I was shocked and said that if diagnosis would take one week already, I would not go with them. I want to pick up my phone and go with apple store. The guy agreed but told me that I couldn't have refund even though they didn't do anything, because I already signed that diagnosis fee is non refundable. I was really angry since this signature is based on the fact that the lady told me I could receive the quote in one or two days. The guy insisted on that there're no way that the lady could tell me in this way, because they always told customer diagnosis could take up to ONE WEEK. I asked him to check the cctv but he refused and insisted on that I was lying about the lady's words.

  Business response

  12/13/2021

  I listened to the recordings from when the customer checked in her device, and there was no promise of a timeframe for the diagnosis.   The promise was to email her (we generally text, but as she stated, she was without her phone) when the diagnostic tests were complete.   She also signed a form (attached) acknowledging that the diagnostic fee is owed even if no repair is done.   

  We offer a loaner iPhone for $29 for the duration of the repair, if she would like to have a loaner.   I will waive the new diag fee if she chooses this option.

   

  Thank you.

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