Mary Sears Children's Academy - Lockport

I waited to respond as I was trying to work something out with the client first, unfortunately she will not agreed to come to shop.  We have been as polite as we can, even dealing with her cussing at us.  Since she will not come by to solve issue, I am  we are now responding.First...

off, when we repair broken screens, most likely the phones have incurred some sort of damage, that is why the screen is broke, so we cannot be held liable for what other issues that may have occurred prior to them bringing the phone in.  When repairing the screen on a phone, we do not even touch the motherboard.  In regard to having another repair shop stating that the phone was damaged when repaired, there is no way another repair person could ever tell whether the damage was caused by repair, or caused by damaged occurred prior to bringing the phone in, so them saying that is just a competitor trying to discredit us.   The customer even stated the screen was broken because the phone was thrown and hit the floor.As to the white phone, we repaired the phone, and it was working fine when she left the store and she was fine with it, so not sure what she is talking about as she never brought the white phone back in.  As to the black phone, we did have problem with getting the right part in, so instead of just telling her we had not gotten the correct screen, we put on a white screen, and it was working.  She came back and stated it was not working correctly, we replaced the screen with another one, it was doing the same problem.  We tried the screens on other phones and the screens worked fine, so obliviously it was a non screen issue (again, we only replaced the screen, we did not touch the motherboard).  We asked the customer if they want us to give her the money back.  She knew the phone was not working when she left, and did not want her money back.  Now 30 days later, she goes to another shop.  During this time anything could have happen to the phone, if there was a real complaint she should have come back to us, or complain to the Revdex.com the day she left the store.  Again, the white phone was working when she left the store, the black phone was not working when we left, she knew it, was not caused by any repair work we did, and she did not want her money back.  We even fixed her boyfriend's phone at no charge just to show our interest in her problem.In addition, when she dropped off the phone she signed a waiver which states, "When servicing damaged devices, until device is opened and inspected, sometime additional damages may be detected, or a unit that was working, even though damaged, may stop working"We are still willing to see what is wrong with the black phone (the white phone is never a problem, if is is not working now, 40 days later, numerous things could have happened), even though when she left she stated she was shipping the phone back to US Cellular.  We would request that if she comes back in that she respects our employees as the last time she was in she was belligerent and even threaten my employee.

There were two or more people who witnessed these transactions and her comments.  We will not pay for someone else to fix a phone we did not break.  The customer brought in a broke phone that could have had multiple problems with the phone due to her own admission that the phone had been thrown.  When the screen was fixed, which we have done this service 100s of times for others without incident, it was known the phone was not working.  If the customer wants the screen fixed we replace the screen, but will not pay to have a part fixed that we did not break. Additionally, we will only fix the screen if the customer agrees to control her temper and not threaten, or cuss at our employees.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I stopped by on 9/4/15 to pick up my phone. When I arrived to pick it up, the receptionist confronted me about the complaint I had filed with the Revdex.com. She was telling me how it offended her and her manager. As I was explaining myself and why I was so upset, she continued to get rude towards me about the whole situation. She had brought up how in my previous complaint, I had said that they had already taken the 260 dollars from me. I re-read the complaint I posted and no where in the complaint do I clearly say they had already charged me. I had said Ill be paying them 260 dollars for the work. While picking it up she did tell me that I will not be charged since they did not fix the issue. That was probably the nicest thing this company did for me. Again I would like to reiterate that all that was wrong with my phone from the beginning was the screen was cracked. When I picked my phone up on this day, not only was the screen not fixed but the screen wasn't even attached to the phone (I have pictures attached to show this), the device won't power on at all and from what they told me, "the power button won't work at all". Also the battery was bulging out of the phone and the back was halfway detached. So not only did they not fix the initial issue, but they created more issues for it from when I brought it in. At my point of view the device almost seems to be beyond repair. So today, 9/9/15 I went to another cell phone repair shop about a mile down the road from this company called [redacted]. One of the owners there looked over the device. He barely even pulled on the back of the phone and pulled it right off. From what he showed me, there was a strip that had a connecter attached to it and the pins built in looked broken along with the strip being completely detached from the actual phone itself. He also showed me the phone at a flat angle. He showed me how it was bulging. He then proceeded to explain to me that what causes that is the battery is expanding. So the original battery, that worked fine when I brought it in, they claimed they had to replace, they replaced it with either A: another "bad" battery or B: they messed up another battery and decided to just put it in my phone and not worry about telling me about that. The device I have is called the Moto X 2nd generation. It was released around the end of summer of 2014. Yes that was ALMOST a year ago. So its not the newest device out. But yet they repair iPhone 5 which came out in September 2012, iPhone 5s which came out in September 2013. Both are older than my phone. And yes they both are more popular than my phone. But before you go saying I have a old phone, do some research. I work in the mobile phone industry myself. I know that you CAN NOT get "certified" in Cell Phone Repair as you claim. There is no "School" you can goto to get actually trained in cell phone repair. You have the ability to go and get IT degrees and know about what you're working on. But don't lie saying you're certified when theres no way to do that and definitely don't lie saying you're the only repair shop able to do this kind of work when theres more than 3 shops with a 15 mile radius of your store.I dropped my phone off with [redacted] today. The owner said he's going to look into what he can possible do to repair the phone, if possible at all, and give me a response tomorrow (9/10/15). If my phone is beyond repair or is going to cost more than what the phone is worth to repair it, I believe with the damage Roanoke Phone Repair Shop has done, they should replace my phone all together. 
Regards,
[redacted]