Aldo's New York Style Pizzeria

There seems to be confusion because this customer did accept the settlement terms at our location and we reached an agreementNow, later on, the customer has gone back on that agreementSince we did reach an initial agreement and followed through with it, we consider the matter closedThe damage the customer reports in the Revdex.com complaint was not caused at our location and have been presented with no evidence otherwise.We are sorry this customer is unhappy with our serviceWe strive for great customer support and this is why we came to the initial agreement although we didn't cause any such damage. I have provided a full report and timeline of events below

Even though this claim is still open, I am required to respond within days so here is our replyWe have done everything possible to correct the issues with this phone, at no chargeHere are the details:Our Customer's phone was received for a diagnosis on May 17thUpon our initial inspection,
we found that the customer’s iPhone 6+ had a cracked screen and also did not accept a chargeThe phone would not power on or show any signs of lifeWe found that the phone needed a replacement charging port and screen and quoted the customer accordinglyThe technician noted that the phone had been worked on previously and the screen was not original to the phone The customer approved the repairs and we proceeded with a charging port and screen replacementThe phone Passed two separate quality control checks following repairs and the customer picked up the repaired phone on May 17th. On May 27th, The customer emailed us and stated that the phone was not fully functionalHe reported issues with the headphone jack and ear speakerI replied to the customer’s email and advised him that we would repair the phone under warranty and asked him if there was a convenient time for him to drop off The customer replied back, simply stating that he was not interested in spending any more money on repairsI replied back, reiterating that the repair’s would be covered under warranty as long as no new damage had been incurredThe customer did not drop off the phone or respond to my emailsWe did not hear from the customer again until June 20th when he emailed our sales representatives regarding the issues that he was having with the phoneHe stated that he was out of town for a few weeks and that he was now having further issues with the headphone jack, ear speaker and external speakerI attempted to call the customer multiple times with the phone number that he provided, and I was unable to get throughI eventually got through to a voicemail and left him a messageI Also replied to the customer’s email asking him to contact me directly, and inquired about why he had not responded to my prior emails or dropped off the phoneI never received a response to my email and the customer did not contact us back. In the meantime, the customer posted a complaint with the Revdex.comHe provided additional contact information on the site and I called a number that he providedThe number did not match the number he left us with when setting up the order, and I was able to get through to the customerHe stated that he never received my emails and mentioned that they emails may have been filtered to his spam folderHe agreed to bring the phone back in for repair work and dropped the phone off the next morning, June 23rd. We replaced the ear speaker, headphone jack( contained in the charging port assembly) the loud speaker, and home button under warranty at no chargeThis restored functionality to all components and I contacted the customer for pickup the same day( June 23rd)I was directed to one of the customer’s relatives, who stated that he received our prior emails, but was hesitant to bring the phone back in for further workWe have not confirmed the reasoning for the delay in receiving the phone for rework, and simply wanted to find a resolution for the customerI followed up with the customer the following day to touch base with him and ensure that all was well with his iPhoneHe has said there is still an issue with the vibrate function but still has not brought the phone back into us

[To assist us in bringing this matter to a close, you must give us a
reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I paid for service to repair my phone as I needed the phone I do not think of it as a valid solution by company Hope this guides other consumers Personally I would not recommend this company due to their actions and quality of work (or damage) done to my item
Regards,
*** ***

We have been in communication with Mr*** and although we did nothing wrong, we did offer a resolution for him that he agreed toHe accepted our terms of resolutionWe consider this matter closedThank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, at the time of filing I was under the impression that the business' stance was that they were going to do nothing further to resolve this complaint After filing this complaint Iresq has contacted me and notified me that they are willing to fix the damages to my tablet and I find that this resolution is satisfactory to me
Regards,
*** ***

We are somewhat surprised by this Revdex.com complaint, as we are still in communications with the customer on how to resolve the issue she experiencedWe have been working on a resolution since notified
We have been in contact with the customer since this issue was first reported to us
We requested pictures and an explanation of the damage and discussed the matter with our staff, because quite simply some of the damage could not have been caused by usThis may end up being a shipping damage claimWe are investigating our optionsWe are still working with the customer to resolve. We provided a prepaid return shipping label to ship the unit back to us for review and adjustmentWe are currently awaiting the customer's response and actions in returning the tablet for rework. Thank you