A Family Affair Photography

I submitted my claim with Batteries Plus corporate on the 16thAfter I left the store on the 13th, I started doing some research and talking to some industry professionals.The General consensus was that the employee at Batteries Plus had improperly installed the screenThe glue had failed and it was lifting up off the frameSee attached pictureI did not even notice the screen lift, because of the protective case that I had installed.The glue can fail for a variety of reasons, and there are many glues on the market that have different levels of qualityBut the glue can also fail because the frame was improperly cleaned before installationMultiple repair techs told me this using the metaphor of a windshield being uninstalled incorrectlyIf contact with the frame is not correct all the way around the frame, it is quite possible for the windshield to break within useSame as with the phone.After I learned this, was when I went back to batteries Plus, which was two weeks laterI informed the manager of the opinions I had gotten, and yet again he insisted that the phone was broken by negligence.At that point in time I left the store to go home, but on the way I stopped at the local cell repair shopThe owner and head Tech listen to my story and agreed with what the opinions I got online said.Let me repeatThe phone screen broke prematurely under use, because it was improperly installedHe told me that he had no problem discussing this opinion with anyone who called to talk about it.I called back Batteries Plus, and let them in on this factI assume they followed up with him, because on the 17th they called and offered to refund the cost of the labor.The rep at corporate told me that this issue had escalated as high as it could go through their systemI assume this is because the manager is the franchise owners relative.Another statement made by the manager at batteries plus was that they offered to replace the screen at cost, once I had a talked to the manager on my second visitHe informed me that they would give me "or percent off a new screen installation, which wasnt acceptable.I guess I would say that the issue has been resolved and, as I know that I'm not going to get a full refund unless I go to small claims court.Chico phone repair can be reached at +***I'm sure that they would be happy to repeat their PROFESSIONAL opinion for youI am attaching pictures to this email of the phone, and part of the initial second opinions I recievedI did not save all f those.Please dont hesitate to call me, for any questions or clarifications. *** *** ***. Thanks

Mr*** brought in a Galaxy Sphone for repair on June 28, for a screen repairMr*** authorized the repair and our limited warranty prior to the repair and was provided with a copy of this paperwork including all the terms and conditionsThe repair was completed as committed, and Mr
*** signed the exit inspection report stating that his phone was functional and left with his phoneHe paid us $for the repair which included replacement glass and a replacement LCDApproximately weeks later Mr*** called the store to tell us he had a problem with the screen glassOur employees told him that his warranty might cover him depending on the cause of the problem and asked him to bring the phone in for inspectionWhen our Associate inspected the phone, it appeared to him that the broken glass was from physical damage and not from workmanshipTo be careful, the Associate brought the phone to me to verify his inspection and conclusionsMy inspection showed that the damage to the glass originated on the top surface of the phone and was not related to workmanship or parts qualityThe phone was functioning but the glass was brokenThe warranty explicitly states that "the store warrants its workmanship and parts used in the repair of the device when used under conditions for days after the work was completed." It also states that the store is not liable "for any expense directly or indirectly arising from the use of the device." Mr *** left and returned one week later and asked to talk directly to meI again repeated that our inspection determined that the issue with the phone resulted from physical damage and therefore was not covered under warrantyHe stated that the phone was in a "good case" and he did not drop itGlass is fragile and it is possible that he does not even know what happenedUnfortunately, while a case is a good protection, and reduces the probability that a phone will be damaged, it is not a guarantee, and online forums are full of people who have experienced broken glass while phones were in cases and/or don't know what caused the glass on their phone to breakI explained that a warranty is not an insurance policyWe understand how frustrating it can be for a customer to re-break a phone so quickly after a repair, so we did offer to replace the glass on Mr***'s phone at our costHe was not interested in this offerWe repair many phones and use the same adhesive on all phones we repair, and the same adhesive is used by other repair facilitiesEven during this second inspection, there was no evidence of any kind of screen "lifting." When we showed him this, he claimed that the screen must have "re-seated" because he put some books on it in his carAgain, the damage did not originate at the screen edge as is the symptom of a problem during the repair, the frame was not bent which can also cause the glass to break after repair, we found no evidence of lifting, and impact damage to the glass could be seenFor these reasons, will not repair Mr***'s screen under warrantyWe repair a large number of phones and stand behind our workmanshipWe have, and will continue to honor our warranties when the defect is the result of workmanship or parts qualityWe value customer satisfaction and are sorry Mr*** is unhappy, but again, this was from physical damage of some kind

This is a continuation of a response provided beforeWe received your information on the customer's response to the information we provided to the Revdex.comIt does not change our determination that the broken glass on Mr***'s phone is not covered by warranty as it is the result of damage and and not related to workmanship or defective partsWe did not find any evidence of lifting during either of the examinations examination completed in our store and we did find impact sitesHowever, yesterday afternoon, Mr*** returned to our business and requested that we refund the money he paid for his laborHe stated that we had never offered to replace the glass at our costWe explained to him the offer we had made once again, and reminded him that he did not want to talk about our offer when we made itHe stated that he did not want us to "touch" his phone so he would just like a refund of what he paid for laborWe offered him a $refund of his labor for customer satisfactionWe explained that the labor of the repair is the least expensive portion of this particular repair, and the parts were actually the larger part of our costAfter discussion, Mr*** accepted our refund offer of $He signed the refund receipt for a Customer Satisfaction Refund of Product Labor and accepted the $We consider this matter closed

I am rejecting this response because: so why even offer me anything if they are going to continue lying I don't even care anymore, that manager is never going to accept responsibilities for his store, and own up to their mistakeI no longer have the time or energy for this