ComplaintsforITouch Repair

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 30th, my boyfriend brought his 256 gb ****** to iTouch repair so that he could get the back replaced (it was shattered). They charged us $100. When we went to get the phone, we realized that the phone would no longer stay on for longer than 30 seconds at a time. It was shutting down and thus completely unusable. We brought it back to them and they took several days to look at it, making him go without a phone for several days (note that he needs his cell for work and may have lost wages because he didn't have it). Days later, they told us that the "machine they used to fix his phone wasn't calibrated correctly", causing the phone to completely break. They said they didn't have a 256 gb ****** in stock, so they gave him a 128 gb phone and said they would order the 256gb. They also lost a bunch of his photos because they couldn't back up what was on there (apparently they're still trying to) because the phone wouldn't stay on long enough to back up.They gave him the 128 gb phone a month ago and have not given us any update since then. I call about once a week and they always say the phone will "be in stock eventually" and they'll call me when it's ready, but they never call. At this point we do not think he will ever get his phone back.We are seeking a refund of the original $100 he paid to get the phone repaired. I also would like additional compensation for the price difference of the $128 gb of storage he has lost, as well as the photos he has lost. This business broke a functioning phone and have not offered any compensation for it.Thank you for your help.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I dropped off my phone to be repaired December 2nd 2020.I've been trying to reach someone in regards to an update on when my phone would be fix but every time I called or visited the establishment, they said they'd let me know or the repair person wasn't in.

• Initial Complaint

  10/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my phone fixed on 14OCT21 Thursday. The back of my iPhone was cracked, but everything else worked fine. I called and they told me they had the back piece for my phone and could fix it. I got there at ****, and left the shop at ****. The lady was very sweet as a person, but she told me "Normally we wait for 1 hour, but I will put the rubber bands on. Leave them on for a good hour, and put the case on". I did just that. I left my phone to sit and did not use it. When I got home, there was a small crack by the camera and the camera was not functioning properly. I sent a text to the number that they used and called in the morning right away. When I first called the man gave me attitude and eventually said he would see the phone again, but not fix it. I called apple and they recommend I take it to them to get looked at. They said there were problems with how it was placed on. I had to pay more money to get it fixed.

  Business response

  11/30/2021

  To whom it may concern, 

  
  

  ******************************* came to our Arlington store on Thursday, October 14, 2021 to get the back glass replaced for her iPhone 12 Pro *** at 5:26PM. 

  
  

  She was informed that this kind of repair was long, at least 4hrs, but she wanted to get her phone back the same day. We decided to accommodate the request and she stayed and waited for the repair to be completed. After the back glass removal was completed, at around 8:20pm, we then proceeded to glue the back glass. Before leaving the store, the customer inspected the ********************** and approved which ended the transaction at 8:35pm when the payment was taken. 

  
  

  Customer contacted us the next day and we expected the customer to stop by our location but she didn't. She chose to go to another store instead so we couldn't arrange anything further. If she had come back, we could have assessed the issue and come to a resolution. 

  
  

  As stated before, the repair was inspected and approved by the customer. The back glass was installed and not broken when she left the store. If she moved the phone around and put weight on the phone while it was still settling, it might have caused the back glass to break at some point after she left. 

  
  

  The camera was not checked before or after the repair because we don't need to have access to her camera. We actually told her to check the camera after the repair was completed but she stated that she barely uses it so she declined.

  
  

  As to Apple's statement, they are against any repair shop as they have a monopoly that will soon be ended by the Right to Repair Bill and it is common that they tell customers that we damaged the phones so they can do a sale or just keep damaging the reputation of repair centers like us. You can read about it here just to prove that this is a fact.
  

  
  

  As to per her request of refunding the money, we do not believe that is an option because the services were rendered as promised. She decided to take her phone elsewhere and of course that would mean additional fees. 

  
  

  In addition, besides not giving us the chance to work this with us, she attempted to damage our online reputation by reviewing us on ****** and facebook telling customers to never come to our location as she had the worst experience, she was trying to force us to give her a refund "before this problem would get big" and she also threatened us to put a complaint to you (BBB). So here we are. 

  
  

  Should you have any further questions regarding this case, kindly let us know.
  

  
  

  Kind regards,

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

  
  

  Customer response

  11/30/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the company never reached out to me about anythingZ I left several emails and a voicemail. It is not fair of them to have damaged my phone even more and then requiring me to go somewhere else to get my phone fixed. I even told them I did not need a full refund and that even half would suffice. I do not find justice in this. I have not been rude to them. They also kept taking all my reviews down that I left for them. I did not want others to get scammed either. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩