Comet Cleaner

Initial Business Response / [redacted] (1000, 5, 2016/06/02) */ Customer came in on 5/10, had a battery expanding, replaced the battery and had to replace screen too because the expanding battery broke the screenAfter our repair in which she paid total $($for new battery and $for new screen), Customer and Phone left store, everything working fine, tested by our lead technician and front staff as well in front of customer while she was in storeShe brought the Phone back the next day with a flickering screen, offered to replace the screen for freeBoth screens were unusable after repairsOur lead tech looked again, appears to have issues with the board, no fixOn 5.25.16, Customer called wanting to speak with me, told her I would call her back, She showed up instead, interrupted customers and front staff, called us racist since we have numerous customers and told her told please wait so that I could talk to herI then went out to talk to her, she said she called us discriminating, I told her we did not, that she just can't walk in and expect to immediately talk to me if we are swamped and asked why she did not wait for my call backShe has called numerous times and visited store, very pushy, she said I would not call her back, I told her that I would haveI went over the entire repair on her device that she came in on 5-10-with puffy battery defective and caused her screen to break, we replaced it and the battery, tested it and all was working, she left, came back next day with screen with lines on it - we opened it up and there has clear signs of liquid on the new screen that we had just put on the device the previous day, in order to make her happy we put another screen on it, took pictures, and tested, all was good, she picked it up, we did not see liquid damage on MotherBoard only the screenShe came back next day with same issues, Front staff told her that we would not give refund due to the fact that the phone left the store twice working fine then came back each time with our new screens brokenSo when I spoke to her she was all over the boardShe said that she did not initially charge it overnight to harm the battery, she told me that she did not have it plugged in however she told [redacted] from our Front Staff that she had the device plugged in overnight, she just flew back from China, worked as a journalist for the UN, contacted the Revdex.com in Peoria and they would come with her? to talk to us, acknowledges that phone left the store two times working fine but did not the next/third day, I showed her the picture Jacque took of the first screen we took off the next day and it shows liquid damage, we put another screen on anyway, tested and she leftIt is clear that she is doing something with the devices, power surge, battery leaks or liquid damageShe said it was not about money but wanted a full creditI told her no and the best I could do was refund by check $She acceptedI wrote the check handed it to her and the she again began to argue, I told her we had concluded the refund, she accepted it and the discussion was overA customer came in and she again accused us of discrimination because she is Chinese, [redacted] told her we were not but she kept butting in on the new customer that had walked inI called Bloomington Police to escort her out of the premise, she sat down and refused to leaveAfter about minutes, after interrupting [redacted] several more times, she leftBloomington Police arrived after she was gone and advised us to call them again if she showed up and write up a NO Trespassing Letter, send it certified to her or when she comes in again, call the Police and both present the No Trespassing letter to herShe is not allowed in the store and will be escorted out by Bloomington Police next time she comes to our storeThere is not Apple store in Central Illinois, only Apple authorized companies that do not do repairs on phones, such as [redacted] Technologles or [redacted] PointIn order to have fixed her phone they would have to not only replace the battery, but replace the screen that was damaged when the battery expanded which cost much more than the amount she stated only for a battery change outBatteries expanding are not too common and usually come from extreme cold, heat or water/liquid damage which then causes damage to the motherboardSince we did not see any liquid damage on the motherboard but did see liquid damage on the brand new screen that we had just installed the previous day, we are not confident what the customer does with the device when not in our presenceOur policy is, for which the customer signed off and agreed to, is to collect initial non refundable $for diagnostic fees, then we charge additional if parts are neededSo in this case we added another $for the screen part and then needed to add $to cover the cost for the batteryThere will be no more amount refunded to this customer who was rude, invasive and called discriminatory

Initial Business Response /* (1000, 5, 2016/06/28) */
On X-the customer came into the store with a Samsung Galaxy SActive screen that was brokenIt was visually determined that the device needed a new screenThis is not a very common phone in central Illinois so we had to order the part
like we do for others when we do not have the parts inWe carry all Apple parts and several Samsung phones like the S4, S5, Sand SThe active is a variation which needed to be orderedThe customer gave his name to our front staff and we entered it as *** *** with the email of ***@yahoo.comOur system and staff email customers to save time and for referenceAfter the fact when talking with the customer did we realize that the name was wrongThe name we entered was also on the customers ticket for which they receivedIt would have showed them that we had the wrong name entered by mistakeThat day I purchased the part and it was scheduled to arrive 6-7-This is for all parts not Apple to arriveIf we order from China, it takes sometimes up to one month to receiveOur front staff detailed to the customer the time frame for which the part would be in the store.The customer was sent an email that day stating that the part had been purchasedThe customer paid a down payment of $which goes towards the entire repair if it is successful.If we are not successful in any repair we only charge $for the effortAll of this information and our policy is clearly stated on a 1/x sheet that stands next to the register and where the customer must sign the "terms" acknowledging such and agreeing to our terms for which this customer didOur terms covering warranty is clearly stated there and on our websiteThe terms are "There is a minimum $to diagnose and/or repair any cell phone, tablet, iPod, game console, and/or other deviceWe strive to provide same day service; however the nature of some repairs may take longerCustomer understands and acknowledges that same day service is not a promise or guaranteeCustomer authorizes the repair work/attempt herein set forth to be done along with the necessary material and agrees that Gadgets may have to order parts for which we have no control at times on shipping costs/timesCustomer understands that by allowing Gadgets to perform service on any device may void any warranty the device may have from the manufactureWe encourage Customers to search all areas of existing warranties, insurance claims and upgrades with their carrierCustomer agrees that Gadgets and its associates are not responsible for loss or damage to devices left longer than daysAny device or item left after thirty (30) days will be recycledWe make every effort to contact Customers to pick up repaired and non-repaired devices left in storeIn rare cases a technician may accidentally break a component on a deviceIf this happens we take full responsibility to repair the damage caused by our technician at no additional charge to the customerIn some cases, due to part availability, we may use refurbished or used parts to repair your deviceIn the worst case scenario we may have to replace your unit with a new or refurbished device of equal valueAll phone repairs are covered by a thirty (30) day warranty on all parts and labor excluding liquid caused damage and customer caused damaged after the repairAny new physical or liquid damage caused by the customer or outside of Gadgets after the repaired device was picked up will not be covered under the thirty (30) day warranty periodLiquid damage devices have no warranty even after we successfully bring them back to lifeGame consoles are covered under the thirty (30) day warranty with the exception of Red Ring/Yellow Ring issues, certain error codesCustomer understands that these issues cannot be permanently fixed; therefore, any repair completed will be a temporary repair onlyWe make no claim as to how long your device may last after an overheating repairWe are not responsible for disc and/or items left inside any unitThere are no refunds and/or exchanges after seven (7) days on all phones and accessoriesRefunds and/or exchanges within seven (7) days from purchase will not be honored without a receiptCustomer understands that the repair performed by Gadgets is strictly for the repair problem presented at check-inGadgets only performs a basic check on the most common functions but does not check all functions of a deviceAll repair jobs are non-refundable." The part arrived on 6-3-16, we replaced the screen and it was thoroughly tested by the technician who performed the repair and by the front support staffThe screen was correctly repaired and workingThe customer was sent an email to pick up their phone but since we did not have the correct email, we can assume that they did not get itWe should have called the customer as wellThe customer came back into the store to pick up their phone on 6-10-They paid the remaining balance of $The phone was handed to the customer to check the device to make sure they were happy with the repair before any money or balance is collectedThe customer left the store happyOn 6-13-the customer returned to the store with the device stating that the screen was black not showing anythingUpon examination there was a crack in the upper portion of the lcdThis crack was not present when the repair was completed and when the customer picked up the device and left our store with itYou can push and crack the lcd without breaking the glass digitizer on the outsideWe have no control for how the device is handled outside of our storeThe screen was fully functional when it left the store with no cracks or breaksWhen the customer brought it back to the store the lcd was crackedOur warranty is for faulty parts, not customer damage or liquid damage after they pick upA warranty is implied and posted to cover parts that don't light up, have lines on them, etc., not cracked where one would apply pressure, most often by pushing downIt is clearly stated in our policy, in our warranty and the customer agreed and signed our documents to this effectWe do not state any otherwise to thisAfter having completed over repairs, knowing how glass and lcds react to pressure or impact, there was some form of pressure or impact to the screen that voided the customers warranty, customer caused damage after the repairMuch like if you have your car repaired at a body shop, then run into a tree and damage it again, the initial repair and quality is not covered under the new damageThe customer went on Facebook and demeaned our name and then had "friends" post negative reviews and comments about the *** experienceThis is borderline slander and lible for which we will review with our corporate attorneyI called the customer and spent a long time trying to discuss the issues, and trying to come up with a resolution that might make them happyThe additional damage that they did to the screen voided the warranty for which I can not send back to the vendor when the lcd is brokenI can send back under warranty problems like lines, and no imageI thought a fair compromise would be to have the customer pay only for a new part, $180, and no other amountNo profit would be made and no labor would be charged for which I still have to pay a tech to do the repairShe agreed to thisAfter a short time later that day, she called me back and told me to not order the part - that they did not want to go forward and asked if I would give a full refundI stated that we would not based on the additional damage they had done to the screenThe customer has recently posted on Facebook another statement that can be construed as demeaning/lible to a competitor in town for which we are also asking our attorney for actionWe are not going to provide any refund to the customer,
Initial Consumer Rebuttal /* (3000, 7, 2016/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly feel that the technician clearly did not repair the device correctlyAs I stated during our conversationIt makes me think of a car someone gets repaired but it breaks down mile awayWhen repairing a high number of devices you must accept that there will be some mistakesIn this case, the phone was barely turned on and only touched with a finger and it brokeThis, in my opinion, was the direct result of be re-assembled incorrectlyGadgets readily admits that the Sactive is an unusual device and that their technicians do not have as much experience repairing these devicesYet refuses to entertain the possibility of a human errorI am also disappointed that the warranty clearly states:
We know that you expect more from your Service Repair companySmartphones are more expensive nowadaysIt is important to select a reputable company that stands behind the services they provideWe do!
Gadgets provides a day Parts & Labor Warranty on all iPhone, Smartphone, iPad, iPod and Electronics we fix, except those with liquid or customer caused damageWe guarantee to correct the problem in a timely manner
This was taken directly from the websiteI understand it clearly states that liquid or customer damage is not covered but it does not state exclude errors by they self described "certified master technicians"I feel that if they truly desire to be a "reputable company that stands behind the services they provide" that they should either offer to repair the device as promised or offer a full refund
There are many commercials and advertising that repeatedly mention the day warrantyIt seems to be a cornerstone of the services they offerI am incredibly disappointedIt is the principle of a promise was made to me by a supposed reputable service provided and then that promise was brokenI could go on and on but here is my opinion on the sequence of events:
I took a phone in to be repaired
The manager assured me although a unique device that it could be repaired properly
I picked up the device on Friday
Saturday morning my son attempted to power on the deviceAfter touching it with his index finger applying light to moderate pressure, the phone screen went blank
The next business day I returned it to GadgetsThey were dismissive to me when I mentioned that it was possible that the technician did not assemble the phone correctlyAt no time did they seem concerned about the idea of standing behind the services they provide or being a reputable company but continued to fabricate scenarios where I could have broken it and that cracked parts are not covered by the warranty
Thank you for taking time to review my complaint
Final Business Response /* (4000, 9, 2016/07/01) */
No further discount other than what is offered and already stated in this systemDevice left store in good working condition after repair, all was tested and customer accepted our terms and the phoneThe device was damaged with the customer after the repairDamages to devices by customer are not warrantiedWe have offered a generous discount for the additional repair

Initial Business Response /* (1000, 5, 2016/06/02) */
Customer came in on 5/10, had a battery expanding, replaced the battery and had to replace screen too because the expanding battery broke the screen. After our repair in which she paid total $151.46 ($25 for new battery and $119.95 for new...

screen), Customer and Phone left store, everything working fine, tested by our lead technician and front staff as well in front of customer while she was in store. She brought the Phone back the next day with a flickering screen, offered to replace the screen for free. Both screens were unusable after repairs. Our lead tech looked again, appears to have issues with the board, no fix. On 5.25.16, Customer called wanting to speak with me, told her I would call her back, She showed up instead, interrupted customers and front staff, called us racist since we have numerous customers and told her told please wait so that I could talk to her. I then went out to talk to her, she said she called us discriminating, I told her we did not, that she just can't walk in and expect to immediately talk to me if we are swamped and asked why she did not wait for my call back. She has called numerous times and visited store, very pushy, she said I would not call her back, I told her that I would have. I went over the entire repair on her device that she came in on 5-10-16 with puffy battery defective and caused her screen to break, we replaced it and the battery, tested it and all was working, she left, came back next day with screen with lines on it - we opened it up and there has clear signs of liquid on the new screen that we had just put on the device the previous day, in order to make her happy we put another screen on it, took pictures, and tested, all was good, she picked it up, we did not see liquid damage on MotherBoard only the screen. She came back next day with same issues, Front staff told her that we would not give refund due to the fact that the phone left the store twice working fine then came back each time with our new screens broken. So when I spoke to her she was all over the board. She said that she did not initially charge it overnight to harm the battery, she told me that she did not have it plugged in however she told [redacted] from our Front Staff that she had the device plugged in overnight, she just flew back from China, worked as a journalist for the UN, contacted the Revdex.com in Peoria and they would come with her? to talk to us, acknowledges that phone left the store two times working fine but did not the next/third day, I showed her the picture Jacque took of the first screen we took off the next day and it shows liquid damage, we put another screen on anyway, tested and she left. It is clear that she is doing something with the devices, power surge, battery leaks or liquid damage. She said it was not about money but wanted a full credit. I told her no and the best I could do was refund by check $58.23. She accepted. I wrote the check handed it to her and the she again began to argue, I told her we had concluded the refund, she accepted it and the discussion was over. A customer came in and she again accused us of discrimination because she is Chinese, [redacted] told her we were not but she kept butting in on the new customer that had walked in. I called Bloomington Police to escort her out of the premise, she sat down and refused to leave. After about 10 minutes, after interrupting [redacted] several more times, she left. Bloomington Police arrived after she was gone and advised us to call them again if she showed up and write up a NO Trespassing Letter, send it certified to her or when she comes in again, call the Police and both present the No Trespassing letter to her. She is not allowed in the store and will be escorted out by Bloomington Police next time she comes to our store. There is not Apple store in Central Illinois, only Apple authorized companies that do not do repairs on phones, such as [redacted] Technologles or [redacted] Point. In order to have fixed her phone they would have to not only replace the battery, but replace the screen that was damaged when the battery expanded which cost much more than the amount she stated only for a battery change out. Batteries expanding are not too common and usually come from extreme cold, heat or water/liquid damage which then causes damage to the motherboard. Since we did not see any liquid damage on the motherboard but did see liquid damage on the brand new screen that we had just installed the previous day, we are not confident what the customer does with the device when not in our presence. Our policy is, for which the customer signed off and agreed to, is to collect initial non refundable $35 for diagnostic fees, then we charge additional if parts are needed. So in this case we added another $84.95 for the screen part and then needed to add $25 to cover the cost for the battery. There will be no more amount refunded to this customer who was rude, invasive and called discriminatory.