Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint regarding a recent experience with a business where I took my iPhone 12 Pro Max for a battery replacement on August 30, 2024.After dropping off the device, I was notified that the battery replacement was complete. Upon collecting the phone, I discovered that an after-market battery had been installed, leading to a Battery Not Recognized message. Additionally, I noticed air bubbles under my screen protector, which were not there prior to the repair. Shortly after leaving, I received a notification stating Screen Not Recognized, raising concerns that my screen had been tampered with. I returned to the store immediately, but the technician had already left for the day.The next day, I received a call from an employee confirming that the screen was accidentally damaged during the repair, and the technician replaced it without my consent. When I returned to the store, the manager admitted this was a miscommunication but refused to take further action, claiming the issue was resolved because the screen was replaced, albeit with non-Apple parts. I requested that the screen be replaced with genuine Apple components or that they cover the cost for me to have this done elsewhere, but my request was denied.I subsequently contacted Batteries Plus support, and the agent I spoke with informed me that there was nothing they could do, as the store manager, ********, was not forthcoming in addressing the issue.As a result, my phone is now ineligible for trade-in due to the unauthorized use of non-Apple parts, which has significantly impacted its value.I am seeking assistance in resolving this issue and request that the business pay for screen replacement the with an official Apple part and also compensate me for the inconvenience the miscommunication, and horrible service, has caused.

  Business response

  09/11/2024

  The file included is our repair form. The customer approved the repair. The document above details the policies of the store repairs which were approved by the authorizer Mr. ***** Repair was complete and the screen which was damaged during the repair process was replaced at the store cost per our policy. As the repair form indicates the store may use aftermarket (refurbished) parts to preform the repair if needed. 

   

  Thank you,

   

  *******

  Customer response

  09/11/2024

  I am rejecting this response because:   
  

  The store did not contact me to inform me of the damage, and also get my explicit permission to replace the screen.

  Policy covers agreed repairs/replacement. Agreed replacement was for battery, and in no state or form did I consent to a screen replacement. 

  Technician and Manager lied that they tried to contact me before replacing screen, which is clearly not the case. I have phone records to prove it.

  Store was trying to be deceptive attaching screen guard from damaged screen, and then claiming miscommunication when I countered the claim that they contacted me. 

  Business response

  09/12/2024

  The tech. tried to call the customer, he did not pick up, after the tech left, the employee in the store told the customer the repair was complete. The customer then received the details after the tech in charge of his repair was clocked in again. In the repair form, the policy states, we may repair the device with any parts needed to complete the repair successfully. And that is what we did. The customer was complaining about the repair, even though the manager offered him to fix any issues if there were any for free (there were no issues and the device passed post diagnostics and was repaired successfully), however the customer wanted an apple screen which we do not have or can provide. The customer did not answer the first call the tech. made which was an attempt to reach out and speak directly to the customer. so when the tech. in charge was back on the clock he gave him all the details of the repair. As for the screen protector, since the display has to come off in order to do the repair it is very common for those screen protectors to come off and per our policy we needed to remove that screen protector in order to complete the repair properly. 

  
  Best Regards

  Customer response

  09/12/2024

  I am rejecting this response because:   
  

  Completing the job covered replacing my battery. 
  

  Replacing my screen without my permission was/and is wrong. The technician had my wifes number but did not call me, as my call logs will prove. Only call that came in was the one just before the voice note that asked me to pick up the phone.

  Technician, then conveniently didnt let people at the front inform the customer of the screen replacement. Conveniently attached old screen guard on device. One can clearly see there was an intent to deceive. Then it took almost 24hrs before I could get an explanation of what happened. 

  Also, if technician could not reach me like he claimed, all he had to do was keep trying, or wait till I showed up, then explicitly ask my permission to continue with repairs.

  My demands remain same $360 to replace screen, refund of $83.99 for inconvenience and horrible service. And (omitted earlier), $27 for a screen protector. 
  

  This is my final demand, and if business remains adamant that they were right in their dealings, then Ive exhausted my means to seek a resolution, and we shall meet in court. 

   

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