ComplaintsforDigital Repair Surgeons

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the business inquiring on price for a battery replacement on my iPhone. ******* one of the owners set me up for 1:00 Upon checking in she checked my phone and agreed that the battery needed replacement as it showed 79%I inquired on why if a battery comes at 100% why would it need replacement at just under 80%. Her and ***** explained that the iPhone batteries are just like that, as I expressed it seems closer to 3/4 full and could understand if it was at 25%, but decided they know what theyre talking about so I paid the fee and waited 2 hours for a new batterys to be installed. ******* handed me my phone and had me sign that I had received my phone. Before exiting the building, I checked the battery status which read 79% battery and service needed. Before I could explain my concern ******* proceeded to tell me that its still going to show 79% because Apple is anti repairs and had just changed something preventing it to be shown as updated to the 100%. I expressed I was not satisfied with that answer and wasnt ok with that. They then said the only way to have it register as a new replaced batterys was to factory reset the phone. She took the phone back, told me the phone was last backed up 5 days ago and asked me if that was ok. I told her that it was fine and go ahead to do what they needed to do in order for it to no longer show battery service needed, and it to show battery is at 100%. I waited another half hour and was handed my phone. left the store. Went home to connect to Wi-Fi and get my phone up and running again. After completed the Apple ID update/ download/ reinstall as told to do. I checked the battery and nothing had changed or updated. immediately contacted her at the place of business and she basically stated that they installed a new battery, that thats just the way it is, its isnt like the battery will die in a month, i expressed mydissatisfaction with the service I paid for. She hung up and my calls are not answered

  Business response

  04/16/2024

  On April 10th, 2024, at 12:25 pm ***************** (customer)reached us via phone call inquiring if our repair shop offered iPhone battery replacements. We confirmed that we did, and she made an appointment for 1:00 pm the same day. Upon checking the device, she was instructed to read our terms and services and sign if she agreed (our SOP for all repairs). At this time, we moved forward with the device intake process, no changes were requested by *****************. 
  Every customer is required to sign a disclaimer of our terms and conditions to move forward with the repair process. This disclaimer states that we use Aftermarket parts as our standard operating procedure. This keeps the cost down for the customers as well as the turnaround time. We use the highest quality aftermarket parts available from our vendor in order to extend the parts and repair warranty to the customer. The alternative is to use Genuine parts directly purchased from Apple for iPhones. The latter method is about twice the cost for the same repair and twice the turnaround time. The warranty on parts from ***** is less than that of our aftermarket vendors. The benefit of having the parts ordered from Apple is that we are able to calibrate these parts after repair using Apples software, which is accessible to us because we are an Apple Independent Repair Provider. (Apple IRP) And due to Apples security and software any iPhone after the iPhone X, there is a notification stating that the part installed is non-genuine (aftermarket). The notification will cease after 15 days, and then the message stating its non-genuine will be present in the About phone section of the settings. With aftermarket batteries, the ability to see the battery's health will be lost, but there will be no effect on the performance of the battery or the device. In some cases, the health will remain the same as it was prior to the battery replacement. This will not have any effect on the devices functionality or battery life. 
  The customer (*****************) waited while the battery was replaced in her iPhone XS **** It took us one hour to complete the repair portion of the appointment. There is a pre-testing, and post-testing period as well. We thoroughly test the device before and after working on it to ensure the highest level of customer satisfaction. The iPhone had no functionality issues other than the short battery life, which is what she booked an appointment for. Once the repair was completed it went through the checkout process which consists of another post-repair test in front of the customer and informing the customer of the recommended battery care. She was asked if she would please read the disclaimer (TOS) that was on the customer-facing display tablet (iPad) and only sign if she accepted it. She read it and signed it. A copy will be attached in the files of the disclaimer that all customers are required to read fully and sign it before and after repair. The post-repair is different in that it asks the customer to fully inspect the device and that it is repaired, and they are satisfied with it. Aftermarket lithium-ion batteries come with a one-year warranty. If there are any manufacturing defects, the customer can come in and once confirmed it is defective, we will replace it.
  We informed ***************** that the in-house calibration did not work due to Apple making it not optional for devices that have the new 17.4.1 iOS Software with aftermarket battery replacements. Another solution was offered to ***************** to essentially have the device firmware corrected with our Apple iOS firmware flashing software. It completely wipes all information and data from the device and essentially is a fresh start similar to when the device is brand new. This worked to reset the health to 100 percent and the cycles to 0, to reflect the new aftermarket batterys true status. We made sure to make sure she had a backup of the data if it was important so she could save all of the photos and contacts that she wanted. These can then in turn be viewed on a computer and separated from the iOS and reloaded onto the new firmware and not triggering the device to go back to the way it was. We offered to reload this to her device for her at no additional cost so that she could have her contacts and photo/videos back and not lose them, but it would need to be done by us as to not bring it back to exactly how it was prior.
  ***************** went home then called back a few minutes before closing and brought up her concern with the battery again. She stated that she restored the device from her backup and that it was now back to the way it was before we used our software to fix the health and cycles, showing the same percentage as before. We let her know that this is going to happen and that we made sure to inform her to not do that. She got upset and said that we needed to make it right, to which we offered a few options to her, such as flashing the firmware again to fix the health and cycle count of the battery to reflect the true values (100 percent/0 cycles) stored in the battery memory. We told her we could either have her come in and check the health for her or we would order an Apple Genuine battery providing she pays for the difference of the Apple battery only and not labor. As our Terms of Service states, it was required that she come back in for us to help her to the best of our ability.
   She was not satisfied with these suggestions and proceeded to be disruptive and not allow the employee to answer her questions. The employee was being patient and letting her talk and even cuss her out and would wait until she was completely done talking to answer the question, but as soon as the employee was answering the questions she would interrupt and proceed to be rude and degrading. It is in our TOS that if the customer is being rude, we have a right to cease communication. The employee gave her a warning that she would hang up if she didn't stop. This warning was ignored and met with immediate backlash and more rude comments. The employee proceeded to inform her that she was going to hang up and then she terminated the call. It was after business hours at that point. 
  She then proceeded to email and leave reviews degrading myself and my wife and even after being asked to stop, she continued to email and harass. She was then notified that if she continued, we would be notifying the police.
  
  

  Customer response

  04/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
   I expected the response would be riddled with lies and untruths. 
  The first being when I called to inquire on battery replacement, the owners wife ***************************** told me it was an APPLE Battery. I handed over my phone and then paid via credit card on the little pad they have there which has a slew of things that you sign off on. So Im sure in the long list was the important info they claim they told me about  not true. They never told me the battery would still show at 79% same as when I brought it in until I checked it before walking out the door. That was not acceptable to me and I would and should have gone elsewhere if I was informed that it would not show 100% (new battery) 

  when I saw it showed the same % ******* stated the only way to fix that was to do a factory reset and it would correct the battery reading. I was not ever told that I would not be able to reinstall or use my APPLE ID etc on the phone afterwards. 
  there was not much communication from these ugh business owners to begin with. 
  I waited 2 hours not 1 as they stated then another 30 mins for them to factory reset my phone. 
  ******* also insisted they needed my PIN code which she entered into the store computer, come to find out thats a huge RED FLAG for dirty mobile repai companies. 
  if I was informed that the battery was not genuine for that amount of money paid and that my phone would still show needing service and 79% life, I would have gone to a reputable and honest repair shop. 

  After restoring my phone, and seeing nothing was fixed as they told me it would be I called them to find out why. 
  the owners wife  is condescending and untruthful. 
  she never offered to do anything.  Except to order an official APPLE battery and charge me the difference which she claims would cost much more She most certainly didnt give a warning of ending the call. I again told her that was not acceptable, as I already had paid them just under 163.00. 
  they did no such test showing me anything while I was there. She called me names and hung up the phone on me. 
  if APPLE replaced my battery it have been done quickly, and correctly and cost me 89.00. 
  why would I pay almost double and not see a new battery was in face installed and showing 100%. They have flooded the companies name online to cover negative reviews. I contacted APPLE they ran 3 tests and confirm my battery is at 79% and needs service. These people are rude, incompetent, dishonest and dirty. 
  they must have to rip off people as theyve had to cut the business hours to accommodate child care and mental health issues. 
  my reviews stand. I will warn everyone about that place. 
  
  
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  04/22/2024

  The client has already filed a charge back with their credit card/debit card company. We have thus not been paid for the work we performed. The call recordings can be heard as proof that **************** did not inquire about the Manufacturer of the battery, and did not request the more expensive "apple" genuine battery. The correspondence was very rude from **************** and the emails were derogatory in nature, making personal insults against my employees and myself. This will be the last reply, as **************** is not a customer due to her filing a charge back. She is banned from service, and the *********** have been informed of her criminal acts of Theft of Services and Defamation of Character. Anymore correspondence from the client will be considered harassment. Do what you will with that infomation. I will submit the call recordings directly. 

  Customer response

  04/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ************************* and his employee wife ***************************** are rude and liars. Much of what has been replied to this complaint are utter lies. 
  I called requesting a battery replacement for my IPHONE. 
  when I called I asked if they could replace my battery. They told me the price and made an appointment for me quickly, which I appreciated. Although the fees extra were high I brought it in. 
  they should never have insisted on my phones PIN and put it in their system. 
  thats shady enough right there. 
  I waited 2 hours not the 1 they say then ANOTHER half hour while they factory reset my phone telling me that fix the issue and then show the correct battery life. Another lie. 
  I asked a few questions while in that dump of a shop and could not get clear answers. WATCH THE ****** Listen to the audio if you  have any. 
  I was patient and kind 

  you gave me a Military Veterans discount as you do for any other who has Military ID and requests it! 
  I was not rude or angry until I realized how shady and deceptive and dishonest you and your employee is. 
  I was lied to and paid for a service I do not believe I received and APPLE confirms the battery was not NOT replaced according to the testing preformed. So yes I sure did put in a claim to my credit card company. 
  I called and was hung up on because I let that employee know I did not receive what I paid for and surly wasnt told that the battery % would not change before I paid and again I do not believe they installed a new battery. They have zero integrity clearly! I was hung up on after hearing ***************************** tell me I could pay more than the ****** for an official APPLE Battery. 
  no thanks. I would never contemplate dealing with such a dishonest crooked deceiving business. 
  ************************* and ***************************** both had plenty derogatory comments to me via the telephone and emails. 
  I stopped emailing the clowns before the treat of calling the police was mentioned. What is calling the police to do for Mr *** ***************** who swindled me?  I did nothing harassing. I stated facts which under my first amendment is MY RIGHT TO DO SO! 
  they think theyre smart trying to involve police and lying here to the BBB. 
  why would I had been so upset if the job was done correctly if at all? 
  why would I be angry if I wasnt being disrespected and taken for granted to begin with. Bring it Twitch 

  I didnt  threaten you clowns, I didnt yell or scream etc you are mad that someone without your tech knowledge caught onto to your fraudulent business practices and fought back. 
  call the police again Crooks! 
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a cell phone in for repair. When I got it back, it was noticed that there was a different problem with it. It was brought back and the owner said he wouldnt do anything. So I brought it to another shop that specializes in such repair that has been in business for a long time. They found that while the repair was made, that the technician/owner of DRS, had damaged the camera in the process of fixing the screen. They also found that the back of the phone was not sealed the way that it should have been. They showed me the damaged part, but when the phone rebooted, the program corrupted and rendered the phone useless. They tried several different methods to reactive, but the phone was completely useless. I went back to DRS, and the owner told me that he would not stand by his work, or do anything to make it right. I paid him $350 to do the job.

  Business response

  09/19/2022

  customer was told we would fix the camera for cost of parts. they took to another shop that left the phone unusable. So who is really at fault... pretty clear.

*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. ↩