PCS HQ

We cannot make every customer happy and not every customer will want to believe usThis customer is one of those casesWithout a doubt, we used [redacted] parts to repair his [redacted] *We buy parts from our vendor that only sells [redacted] partsThe fact is, the parts are *** Our policy states that a customer will receive a 30-day warranty for the repairThe customer came back before 30-days but we noticed that his screen had a purple spot on the bottom right hand corner of the screenThe screen consists of 3-parts, the Glass, Digitizer, and ***The part that had damage was the ***The glass is not the only part to the screenWe replaced the entire display (glass digitizer + ***) which is the proper way to fix the [redacted] *We pay top dollar for [redacted] parts because we find that they are the most reliable screens with low defect rateWe choose to stick with [redacted] parts only because we do not want customer complaining about their screen not working and create problems inside the storeWhether he feels like we used [redacted] parts or not, his assumption is biased and only says that because his phone has a purple spot on the screenEven though you do not see a crack or shattered screen on the outside, does not mean that there will be no damage to the ***To our inspection there was a noticeable internal physical damage on the ***To explain why his screen had a purple spot on the screen is due to pressure put against the screenFor example, if I took a new screen without installing it and put pressure behind the screen of the ***, the purple color effects or rainbow color effects will come outAll screen's weather a [redacted] or an iPhone, the [redacted] will become discolored when the pressure is put against the ***I understand the customer might not understand that because he does not repair phones for a living, but that is the nature of all displaysWe see broken screens daily, and we know when we see a broken ***Even if the phone was never repaired before and came straight from the factory, the [redacted] can breakWe never used aftermarket parts on his phone and was not the reason why the screen had a purple spotWe did not mislead him in any way and only told him what was true and he did not want to believe usFrom the beginning the parts were [redacted] and will stay that way for any future customer of oursThe [redacted] uses [redacted] which is extremely resistant to cracksWith most new [redacted] phones, the [redacted] will break first before the GlassThe [redacted] is much more fragile than the Glass and can break much easier, and the case with his phone is not any different than many of our other customers that have repaired the [redacted] *The reason why the repair is expensive for the [redacted] is mainly due to the cost of partsLike mentioned before, our policy offers 30-day warranty for our parts and service on [redacted] devicesWarranty does not cover any physical damage to the glass or ***The customers phone had internal physical damage on the ***We see numerous amounts of [redacted] damaged screens on a daily basis and clearly this was one of themWe do not offer any refunds or exchanges or warranties on any physical or liquid damaged phones

Revdex.com: I have reviewed the response 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 Regards, [redacted]

The customer will not get a refund or exchange for free due to the policy that I stated beforeIf the customer wants to get the screen fixed again, he will need to pay againAs the warranty states, any physical damage is not covered under warrantyThe customer's phone has internal physical damage

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]

We cannot make every customer happy and not every customer will want to believe us. This customer is one of those cases. Without a doubt, we used [redacted] parts to repair his [redacted]. We buy parts from our vendor that only sells [redacted] parts. The fact is, the parts are [redacted]. ...

Our policy states that a customer will receive a 30-day warranty for the repair. The customer came back before 30-days but we noticed that his screen had a purple spot on the bottom right hand corner of the screen. The screen consists of 3-parts, the Glass, Digitizer, and [redacted]. The part that had damage was the [redacted]. The glass is not the only part to the screen. We replaced the entire display (glass digitizer + [redacted]) which is the proper way to fix the [redacted]. We pay top dollar for [redacted] parts because we find that they are the most reliable screens with low defect rate. We choose to stick with [redacted] parts only because we do not want customer complaining about their screen not working and create problems inside the store. Whether he feels like we used [redacted] parts or not, his assumption is biased and only says that because his phone has a purple spot on the screen. Even though you do not see a crack or shattered screen on the outside, does not mean that there will be no damage to the [redacted]. To our inspection there was a noticeable internal physical damage on the [redacted]. To explain why his screen had a purple spot on the screen is due to pressure put against the screen. For example, if I took a new screen without installing it and put pressure behind the screen of the [redacted], the purple color effects or rainbow color effects will come out. All screen's weather a [redacted] or an iPhone, the [redacted] will become discolored when the pressure is put against the [redacted]. I understand the customer might not understand that because he does not repair phones for a living, but that is the nature of all displays. We see broken screens daily, and we know when we see a broken [redacted]. Even if the phone was never repaired before and came straight from the factory, the [redacted] can break. We never used aftermarket parts on his phone and was not the reason why the screen had a purple spot. We did not mislead him in any way and only told him what was true and he did not want to believe us. From the beginning the parts were [redacted] and will stay that way for any future customer of ours. The [redacted] uses [redacted] which is extremely resistant to cracks. With most new [redacted] phones, the [redacted] will break first before the Glass. The [redacted] is much more fragile than the Glass and can break much easier, and the case with his phone is not any different than many of our other customers that have repaired the [redacted]. The reason why the repair is expensive for the [redacted] is mainly due to the cost of parts. Like mentioned before, our policy offers 30-day warranty for our parts and service on [redacted] devices. Warranty does not cover any physical damage to the glass or [redacted]. The customers phone had internal physical damage on the [redacted]. We see numerous amounts of [redacted] damaged screens on a daily basis and clearly this was one of them. We do not offer any refunds or exchanges or warranties on any physical or liquid damaged phones.