Added on -, by Reviewer423950
Review: I visited Z-Tech Loop based on Yelp reviews and after talking briefly with one of the service reps about replacing the cracked screen on my HTC Droid DNA mobile phone. They quoted the best price for labor and parts and offered to have the job done within same day service. They were able to order the required parts and called me in only a few days later to drop off the phone for a couple hours to replace the screen. After picking up the phone initially the screen was working but only a few days later became unglued/detached from the phone. They were able to reapply with some glue and again it seemed to work ok. Unfortunately this (screen dettachment) happened every few days for the past few weeks. Just today I brought the phone back for the 6th time because this time not only did the screen detach as it had been doing, but it also had cracked after I noticed and had touched the corner with a normal amount of force to see why the front facing camera had glue residue blocking it. After a slow examination of the phone the representative stated they could do nothing more for me since the screen was now cracked. In my opinion they never supplied me with a workable screen as it continually popped out and off the phone. A proper installation would not have created these issues and they clearly led me to believe they knew what they were doing from the start. I know now that my phone was the first of that kind they had tried repairing and so they tried replacing a screen without any expertise to do so. They offered no replacement nor a refund. They only offered to charge me for a new part and no labor fees. My time and my phone are not case studies to train your employees on other technology. I'd like my money back because I didn't receive a working screen as promised and of course, I don't trust them any longer to properly fix the issue.Desired Settlement: I would like a refund of the $150 (plus tax) I spent so that I can go to a qualified service/repair person and offset the greater cost to have this done properly. Thank you!
Z – Tech Loop Inc.
4633 Convoy Street
San Diego, CA. 92111
(858) 503 – 6888
Complaint ID number: [redacted]
Dear Representative [redacted], Revdex.com (Revdex.com):
The customer came on the date of August 12th 2013 to Z-tech Loop for a HTC Droid DNA screen replacement. Z-tech Loop did not have the part readily available, thus informed the customer that we needed to order it from our vendor. The initial conditions were to have the customer pay an initial deposit of 50% of the total fee, including parts and labor, which is shown on the Repair Agreement form we have attached. The Repair Agreement form is a ‘terms and condition’ written agreement that Z-tech Loop uses in-store to explain and allows customers to give us work authorization to repair what the customer requests, usually completed during the consultation and diagnosis process. After the consultation, the customer agreed to do the repair, signed the Repair Agreement form, and Z-tech Loop ordered the part from ETrade Supply for the amount of $111.95.
We received the part on August 16, 2013 and informed the customer to come to the store to drop off his HTC Droid DNA smart phone. After two hours of installation, we successfully replaced the screen for the customer. The customer came back after a week with the phone stating the screen has popped up and requested us to reattach the screen back to the phone. Technicians usually must check the condition of the phone at the present time to observe if there had been any misuse or if the phone had been modified after the repair process. One of the conditions that we stated on our Repair Agreement form is “any other pre-existing issues or problems that arises after the installation is not our responsibility.” We noticed that the phone has been unusually hot, at about 40 degrees Celsius, but after further discussion, Z-tech Loop agreed to reattach the screen back to the phone, without additional labor fee.
During the process of reattachment, Z-tech Loop thoroughly cleaned the 3M adhesive behind the screen and the body, which is considered a normal procedure, as it is widely used to attach components like the screen to the body. The process of attaching a new screen or glass to a device is to clean both the surface of the device and screen where the adhesive will be applied to allow for maximum surface area for the two parts to attach. In the case there is not enough surface area, a small amount of superglue will be applied. This technique has resulted in very successful results in most devices such as the Samsung Galaxy, Google Nexus 4, Apple iPad, and many other Android phones and tablets. The customer is already informed at this point about the procedure, and comes back to the store to pick up the phone. Several days later, the customer calls the store and informs us that the screen is still having issues. During the 3rd inspection, we noticed again that the phone was unusually hot, but agreed to reattach the screen using Gorilla 100% Tough Super Glue, as this is the strongest glue on market. After, it dried out; it will form the residue around the part when the screen and body have enclosed.
After a couple days later, the customer calls us to inform us the screen has been broken. The customer insisted that we give him a refund since we were not able to replace the screen successfully the first time and claims we have given him a defective part. After further discussion, Z-tech Loop decided to not make any further repairs unless the customer requested for another new screen. We came to a conclusion that it was not our responsibility that the screen has now been broken, as we have stated previously that Z-tech Loop and our 3rd party vendor ETrade Supply does not provide warranty, unless there is a manufacture defect that is known to us within 14 days. The customer gives us a verbal warning that he will be contacting his lawyer to settle this case.
Z-tech Loop refused to provide any refund at this point because we have exhausted all our options and resources, yet we have done our job accordingly and honestly. As a business. we must consider the labor fee that is stated on our Repair Agreement Form that it is not negotiable and “we charge an additional $30/hour if the customer requests us to fix any pre-existing or concurrent issue, before the cost of any additional part(s) are needed.” Even after considerable amount of time and labor, we have made an executive decision to not charge the customer any labor fee after the first repair transaction, as we believe that was the right thing to do in these circumstances.
The only resolution we were able to offer the customer were two viable options; customer can order the part from another 3rd party vendor or we can order the part instead, as we will replace the screen entirely without any labor fee. The limited warranty is only covered and sold by ETrade Supply, and it states it will replace the screen if LCD or digitizer is nonresponsive. However, the screen was physically damaged under the customer’s possession, thus we were not able to take the parts back nor offer him a refund.
All paper works will be electronically attached to this letter.
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.
The business refers to other phones neither of the same make nor model as mine. They clearly had no reference to rely on that would predicate the option to use glue. I've since had my phone fixed by another vendor and have had success. I had this new vendor look over the work done by Z-Tech Loop and they commented that glue should not be used because it can spread easily to parts that shouldn't have glue on them, it is coorosive to plastics and can dry unevenly causing surfaces that could produce pressure points that the screen is sensitive too and could easily break like in my experience. This is by no means an investigation by a forensic analyst, but it is an educated opinion of the work. Whether the phone was hot ot not, Z-Tech Loop assured me they could fix my phone appropriately. Instead they got lazy and instead of replacing the screen when it did not stick the first time, they went the cheap and easy route and started filling gaps with glue. Inexperience masked by a professional look and speak doesn't make things right. Z-Tech Loop obvioiusly feels they did what they knew they could do, but that did not provide me with a valid screen replacement as they promised. I had the phone 8 months prior in the same routine and never once had problems. Two things caused my phone issues: An accident caused the first cracked screen, incompetence broke the next.
I've submitted a charge dispute with my credit card company and expect Z-Tech to refund me for all costs. I hope you can apply pressure from your end as well to get these guys to do the right thing.