Business ProfileforCommCentral

Horrible! Would never use. Says will get phone repaired then months later says board is unrepairable. A cell phone board can be looked at within a day to be deemed unrepairable, not after months. Messed up my phone and doesn't want to take responsibility!

The customer's phone first arrived with no display and no power, and in very damaged condition. From the outset, we let the customer know that we could not guarantee the phone would be repairable, but we would do our best to bring it back to life. We ordered the replacement screen and within 4 days received the part and installed it, however there was no output from the board. We called the customer and told them the issue may also be the battery. Customer approved battery replacement, which was ordered, and arrived 4 days later. We installed the battery with same result, no output from the FRP connector on the motherboard. We called the customer and explained this would be a board level (micro solder) repair which is not something we do in-house. We explained that we mail this type of repair to a sister facility out of state and that it can take two to three weeks for return. Customer approved this next step and we mailed it out the next day. Once the secondary facility received the phone, they ordered the parts necessary to repair. This is the narrative they supplied with for the phone:

​"Phone arrived with a bad FCP connector. We did an FPC connector replacement and image started displaying but with distorted image. ​We tried replacing Image IC Controller in order to fix the distorted image but in the process we found CPU (Main Board) Processor was in short and due to that the only attempt left for repair was a CPU swap which takes time due to no schematic existing for this model. When there is no schematic for a device, all AMPS and component voltages have to be measured manually which delays the process in a huge way. ​With that being said we attempted CPU swap in the device but unfortunately it was unsuccessful since we found CPU had some dead lines and jumpers were not possible since dead lines were under 1st board layer.
​At this point we determined that repair was not possible and the phone was re-assembled.​"

All in all, we have over 7 hours of technician's work on this phone, however we let the customer know she will only be charged the standard $39 diagnostic fee. We regret that we could not revive the customer's phone, but she was explained on multiple occasions that we could not possibly guarantee the phone would be repairable due to the condition in which it was received.

Hopefully we can be of assistance in the future.

Sincerely,
CommCentral

The phone didn't display because yes the screen was cracked, but there was power as you could
Hear messages and email notifications sounds, even could hear someone calling but couldn't answer due to the crack screen. The phone was brought in on April 28th, had to purchase another device to use temporary but the phone never arrived back to you until June 13th which way over getting the phone returned back to the store. I had called one day and spoke with a woman saying the phone was coming in today and call back at 3 pm. When that call was made, was notified the phone was shipped out of state. No call was made to authorize this. The charge went from $399.45 to adding the battery for a new charge of $539.09. On 05/17 was advised phone would come in today and to call that Thursday to follow up. On 05/26, was told there was issues still with the motherboard but the new charge plus tax would be $674.40, authorized that because it's a $1200.00 phone and was told this was the last fix and then would be good to go. June 4th, was advised through text which I have on file stating tech is still working on the motherboard and wanted another week. There was no mention that it might not work as you stated as I quote from your text " No it's the same price. He is estimating he would have it completed and shipped Thursday or Friday. Priority mail would put it here the following Tuesday." June 13th you stated the tech could not repair the motherboard and the board was deemed unrepairable which is where the issue comes in. A mother board upon diagnostics should be able to be deem unrepairable with hours of looking at the board which if it deemed that then the company wouldn't take the chance of working on it because then they put this responsibility of the company messing it up and being responsible. I've worked for cell phone repairs for 8 years I'm aware of this. So the fact the phone still would power on and receive calls and texts but couldn't see the screen to unrepairable only tells me that the tech attempted to repair the board and not able so it really is unrepairable now because once you fail at a repair on the board, the board is useless. So from April 28th to June 13th, it took that much time to deem the phone unrepairable. This is the company fault and when you work in a repair business, if you mess with a part and it messes up the whole part then you become liable otherwise businesses won't do it for those reasons.