CPR Cell Phone Repair Eden Prairie

Initial Business Response /* (1000, 9, 2015/11/10) */
I can confirm Mr*** has completed two transactions with us under that nameTicket *** (11/17/14) and Ticket *** (10/12/15) - with related transaction notesTicket *** was for a Black, iPhone - total purchase price $As is on
the receipt with warranty/disclaimers/etc., that device came with a month warranty
We also have record of a transaction for no dollars whereby we gave Mr*** tempered glass ($39.99) at no costOur notes indicate this was above and beyond our regular policy and in spirit of customer service related to a phone that was past a month warranty period
We have no record under Mr*** of a second device that may have been acquired under a different name, on a different ticket or for cashIf there is a ticket number we are missing that may have been under our month warranty, we would welcome discussing further
Our policy on certified used devices is as follows (verbatium to what would have appeared on Mr***'s receipt)
"Refurbished Device Warranty: Months Parts and Labor on devices listed on this receiptIf device can not be repaired, it will be replaced for like value deviceNO REFUNDSNO RETURNS."
It clearly states no refunds, and no returnsAlso worth note, that with every device we perform a point inspectionBelow is verbatium of what would have appeared on Mr***'s receipt noting that "my signature acknowledges pickup of device in full working orderAny items that arise after delivery of device will be treated as a new repair item."
Full Context between star lines:
***
"I authorize CPR to work on my deviceI release CPR from any/all liability including pre-existing conditions, unsuccessful attempts, and loss or inability to retrieve data (email, texts, etc.)
Equipment not picked up and/or not paid after thirty (30) calendar days will become sole property of CPR
I agree to pay a NON-REFUNDABLE BENCH FEE of $+ tax to CPR for time and expertise attempting to repair my deviceIf repairable, the bench fee goes toward the repair amount
___ ___ ___ ___ Passcode
__________________ _______
Authorization Signature and Date
__________________ _______
Pickup Signature* and Date
*my signature acknowledges pickup of device in full working orderAny items that arise after delivery of device will be treated as a new repair item
___ ___ ___ ___ Passcode
__________________ _______
Authorization Signature and Date"
***
It's worth mention, that Mr*** was verbally abusive to our store manager who was following store protocol and is empowered to make customer service judgements and decisionsShe prides herself on impeccable customer service which is echoed by our 4.8/customer rating across 200+ reviews - she is often mentioned by name in these favorable reviewsI (the owner) was in the store at the time -and do not take kindly to anyone (customers included) berating, swearing or raising their voices to my staffI stepped in only after Mr*** took a tact that is not acceptable in my establishmentsMr*** was given the choice to leave or have the police calledI informed Mr*** that any issues he had I'd be happy to discuss, but not at a stage of anger, rage and disrespect that he was exhibitingMr*** delayed, but eventually left the property at the prompting of his daughter (about years of age)The cops were called and have record of the call placed, and we have record of the surveillance of how he treated our staffWe also secured the names/numbers of two witnesses in the store that day - in the event that Mr***s' recollection was inconsistent with actual events
To date, he has yet to reach out to myself or store manager for any items he feel remain unaddressed
My request is that he revisit his receipt, the conditions he agreed to, and withdrawl his complaint without delayI further ask that he issue a written apology to my store manager, and deliver it by certified mailMr*** is no longer welcome in our store
Initial Consumer Rebuttal /* (3000, 11, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CPR response does not satisfy my complaintIn their response they speak of ticket # *** (11/17/14) for a Black, iPhone - total purchase price $The was for a BLACK iPhone which is NOT the phone listed in the complaint (white iPhone 5c)
At the time of my purchase, 9/4/which was sold to myself, via credit card under my name (see attached credit card receipt from CPR), I was never given any paperwork by the CPR sales person nor was I told that there are no refunds or returns
By CPR's own admission, they do not have record of my purchase of a refurbished White iPhone 5c so therefore it is reasonable to conclude I was not given proper paperwork notifying myself that there are no refunds or returns NOR was this ever explained to myself by the store manager in our discussions on 10/
In each and every case mentioned in the complaint of the times I brought the white iPhone 5c in for repair, I was given no paperwork upon piof the phone
It is worth mentioning I was NOT verbally abusive to the store managerAs I said on the original complaint, I did raise my voice at her and pointed my finger at her AFTER she insulted my kids stating "I would tell my kids to take better care of their stuff."
I remain unsatisfied with their customer service and the product I purchased from them and continue to seek resolution for the white iPhone 5cThis product is a lemon, it continues to have the issues as listed in the original complaint and I still wish to have a full refund
Final Consumer Response /* (3000, 15, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are the numbers located on the back of the phone
***
The owner states in his response: "Our policy is to provide a receipt electronically or physically to every customer." I was not provided a receipt (other than the credit card receipt which has been supplied) electronically or physicallyDon't know what to say other than an employee violated their store policy
He continues to note his "top rate service." Based on my experiences with the owner and manager, I would rate their service in this case as poorAny time an employee, let alone a manager, insults a customer with the owner standing by is not "top rate service"
I will await their response once they've had time to researchI still do not know how they do not have a record of this purchase
Final Business Response /* (4000, 17, 2015/12/09) */
Thank you for providing the IMEI to locate the phoneOur records indicate this phone passed a rigorous point inspection, including a test phone call
If Mr*** would like to mail us the device, we would be happy to pay for postage and replace the device for a like modelThis is consistent with our policy (which Mr*** was aware of from like purchase prior to the device in question)The device can be mailed to:
CPR - Eden Prairie
Attention: Store Owner/Exchange
***
Eden Prairie, MN
Upon receipt, we will return the device within - days (the estimated time it will take to secure and test a like device)
As a gesture of good faith, we're happy to also include tempered glass ($value) and protective case ($value), $total value, at no cost given the inconvenience this has causedThis represents a significant piece of the device value
I'm sure Mr***, like us, have other ways to spend our time - and hope the above resolve gives us an amicable resolve and ability to move forward

Initial Business Response /* (1000, 5, 2015/09/14) */
Ms [redacted]
We appreciate feedback - all feedback. Given the volume of customers, we encourage our customers that wish to express a concern to do so through established channels. These channels are 1. every customer that does business with our...

store is given a survey to complete and provide feedback within 24 hours and 2. upon request, the store owner's email is given. For a quick search, we don't see correspondence of either. It's unfortunate we weren't able to speak prior to submitting a Revdex.com claim, we pride ourselves on top rate service.
We're in receipt of this item as of 5:04P today (09/14/15), opened at 5:12P same day. Our store manager called the number we have on file for you at (218) [redacted] to discuss - this call was not returned as of 5:13P today when I spoke to the store manager.
Given the invasive and non predictable nature of liquid damage - we can't guarantee that likely corrosion won't be disturbed by opening your device - potentially flaking off connection points and causing the phone to become inoperable. Our liquid damage service is performed ONLY after we share with a customer the steps of our service, and only after we have acknowledgement from a customer that we do not guarantee successful repair on liquid damage devices.
It appears the prior liquid damage caused the unfortunate event of making your phone inoperable after we opened your device.
We don't make a practice of refunding dollars given the efforts we make in getting consent from the customer to work on their device, and the cost associated with labor and expertise. We made a one time exception and you should see a full refund as requested within 24 hours. If you do not, please email us direct with 'STORE MANAGER' in subject line to [email protected]
For any future reference, your ticket number is #[redacted]. We appreciate the opportunity to serve you, and hope to earn your future business.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */