This reply is in response to Revdex.com Complaint #***Mr
*** did bring in two devices for repair, One being a *** Mega smart phone with a cracked screen, the other being an *** tablet model A200. His facts on the phone screen repair are mostly trueThere was an issue with the original glue, partly because he needed to pick it up early, and the glue didn’t fully cureWhile cleaning the phone a tech did drop the phone in front of the customer who handed it back to himThe tech, and customer both inspected the phone for damageThe next day the customer called into the store claiming that there was infact a crack from the dropWe asked him to bring the phone in. There was an approx5” crack down the screen, There is no way this was missed during the inspection, as it’s visible across the room.Instead of re-charging the customer we did replace, at our cost the screen although the crack was not caused by us. The customer inquired about tempered glass protectors for the phone, at which we purchased one and sold it at-cost to him
The next day the customer again calls claiming the phone is cracked, and it’s a defective productHe brought it in on Saturday for us to look at it. The phone was not cracked, it was the tempered glass and there was a visible impact mark from where something hit the screen. We took pictures of this damage, and pointed this out to Mr*** who did not deny damage being done by him to the phone. We offered to replace the tempered glass at-cost once again, which he declined. He then asked about the fact his lower buttons weren’t working, The phone has custom software on it which has affected the operationWe instructed him to do a factory reset at which point he said he just put the software on that morning which was false, Every time we’ve logged the phone into our repair system we have noted custom software
While informing the customer of this a person with him became belligerent and accusing us of sabotage to the device. We offered to replace the buttons if the reset didn’t work. Mr*** indicated he would seek legal actionAt this point we instructed the customer we were done discussing the matterIt is Award Tech policy that if a customer informs us of legal action we terminate the discussion, and ask the customer to leave the property. We returned his devices and informed him that he was free to pursue legal action as he saw fit
Offered resolution:
We will offer a one-time repair at-cost to the customer to replace any further defective itemsCustomer can contact us if they wish to have this done
We won’t honor any refunds, exchanges at this time due to customer damage to the device
We consider this matter resolved, and closed
*** ***
Award Tech
Computer / Phone Repairs 10210-San Jose Blvd. *** *** http://AwardTech.us
***
"margin: 0px;"> This is ***l *** with Award TechWe’ve received, and reviewed your Revdex.com complaint dated 10/Upon the first repair you returned several weeks later with a computer that wasn’t turning onWe did diagnose it with a bad motherboard, and had some issues receiving itI told you I’d do it at cost of parts, and just not charge anything additional labor.
I apologize, and admit that there were some issues with delivery of service, and a breakdown of communication. I would like to extend the offer of repairing it for the cost of parts, $and I could have it done within daysIf you would like to continue with this reply back and let me know, and I’ll order the board and get it here this week. We can’t offer a refund of the original service, this is a separate issue than the first but we’ll still waive labor costs
If you’d like to accept this offer please let us know
***l ***
Award Tech
I am rejecting this response because: The respondent to the complaint is being untruthful, presumably to preserve his company's best interest. The respondent states that the crack in the phone was visible across the room when in actuality, if not held at the correct angle one wouldn't notice the crack at all. Respondent also claimed that I didn't deny damaging the phoneI asserted repeatedly that I hadn't done anything to cause the damage to the phone on either of the two occasions that I had to return it to the business. On the second occasion, it was in fact, to my relief, the tempered glass and not the phone screen that had cracked. I declined to buy another $screen protector that cracked within hours of my purchasing itThe respondent also alleges that the damage to the buttons was a result of customer software. Another untruth. Simply put, the phone's buttons worked fine when I dropped the phone off; didn't work when I picked the phone up. The ONLY software changes I facilitated was permitting a "firmware update" by clicking agree on a message (from ***) that indicated a firmware update was available. I actually performed the factory reset as suggested by the tech, and it did not correct the problem. After research the issue, it appears that the flex cables were either not attached properly or was damaged when the broken screen was repairedIn addition, the respondent has acknowledged that I brought in both my *** *** phone and *** Atablet, yet did not deny keeping it (the tablet) for an unreasonable amount of time, damaging it further, losing pieces of it, or essentially returning it to me ruined. In conclusion, I find it completely unacceptable AND unreasonable that this organization requires I pay any more money out of pocket to repair 'repairs'. The fact that the respondent, *** *** 'considers this matter resolved and closed' without even addressing the issue concerning my *** Atablet, is a true depiction of how little this business cares about their patrons' products or the services rendered
Regards,
***h ***
In response to the last message from Mr*** I would like to state that while we have similar recollections of events, the differences are thereI stand behind my initial response that the first crack was a result of Mr***’s miss-use of the device, as well as the subsequent cracked screen protector
As I also stated in my initial response we’ll repair the damaged buttons to the unitWe’ll do so at our cost if Mr*** wishes
As for the tablet when it was dropped off it had a cracked glassWe informed you it’d take a while to get the part in, and that we’d have to verify the part which could cause further cracking
The part for this tablet since it’s not a real common tablet is located in China, there are no US sellersIt’s also the Chinese New Year, which means that shipping is further delayed by another 1-weeks on top of the month shipping time
If you’d like to get the tablet repaired we will do so at cost of parts, with no markup and no labor charge
Beyond this we still consider this matter closedWe would like to work with Mr*** for resolution, However, a request of a refund in an amount more than he initially paid, or for a replacement of broken devices isn’t feasible
*** ***
Award Tech
Computer / Phone Repairs 10210-San Jose Blvd
This reply is in response to Revdex.com Complaint #***Mr
*** did bring in two devices for repair, One being a *** Mega smart phone with a cracked screen, the other being an *** tablet model A200. His facts on the phone screen repair are mostly trueThere was an issue with the original glue, partly because he needed to pick it up early, and the glue didn’t fully cureWhile cleaning the phone a tech did drop the phone in front of the customer who handed it back to himThe tech, and customer both inspected the phone for damageThe next day the customer called into the store claiming that there was infact a crack from the dropWe asked him to bring the phone in. There was an approx5” crack down the screen, There is no way this was missed during the inspection, as it’s visible across the room.Instead of re-charging the customer we did replace, at our cost the screen although the crack was not caused by us. The customer inquired about tempered glass protectors for the phone, at which we purchased one and sold it at-cost to him
The next day the customer again calls claiming the phone is cracked, and it’s a defective productHe brought it in on Saturday for us to look at it. The phone was not cracked, it was the tempered glass and there was a visible impact mark from where something hit the screen. We took pictures of this damage, and pointed this out to Mr*** who did not deny damage being done by him to the phone. We offered to replace the tempered glass at-cost once again, which he declined. He then asked about the fact his lower buttons weren’t working, The phone has custom software on it which has affected the operationWe instructed him to do a factory reset at which point he said he just put the software on that morning which was false, Every time we’ve logged the phone into our repair system we have noted custom software
While informing the customer of this a person with him became belligerent and accusing us of sabotage to the device. We offered to replace the buttons if the reset didn’t work. Mr*** indicated he would seek legal actionAt this point we instructed the customer we were done discussing the matterIt is Award Tech policy that if a customer informs us of legal action we terminate the discussion, and ask the customer to leave the property. We returned his devices and informed him that he was free to pursue legal action as he saw fit
Offered resolution:
We will offer a one-time repair at-cost to the customer to replace any further defective itemsCustomer can contact us if they wish to have this done
We won’t honor any refunds, exchanges at this time due to customer damage to the device
We consider this matter resolved, and closed
*** ***
Award Tech
Computer / Phone Repairs 10210-San Jose Blvd. *** *** http://AwardTech.us
***
"margin: 0px;"> This is ***l *** with Award TechWe’ve received, and reviewed your Revdex.com complaint dated 10/Upon the first repair you returned several weeks later with a computer that wasn’t turning onWe did diagnose it with a bad motherboard, and had some issues receiving itI told you I’d do it at cost of parts, and just not charge anything additional labor.
I apologize, and admit that there were some issues with delivery of service, and a breakdown of communication. I would like to extend the offer of repairing it for the cost of parts, $and I could have it done within daysIf you would like to continue with this reply back and let me know, and I’ll order the board and get it here this week. We can’t offer a refund of the original service, this is a separate issue than the first but we’ll still waive labor costs
If you’d like to accept this offer please let us know
***l ***
Award Tech
I am rejecting this response because: The respondent to the complaint is being untruthful, presumably to preserve his company's best interest. The respondent states that the crack in the phone was visible across the room when in actuality, if not held at the correct angle one wouldn't notice the crack at all. Respondent also claimed that I didn't deny damaging the phoneI asserted repeatedly that I hadn't done anything to cause the damage to the phone on either of the two occasions that I had to return it to the business. On the second occasion, it was in fact, to my relief, the tempered glass and not the phone screen that had cracked. I declined to buy another $screen protector that cracked within hours of my purchasing itThe respondent also alleges that the damage to the buttons was a result of customer software. Another untruth. Simply put, the phone's buttons worked fine when I dropped the phone off; didn't work when I picked the phone up. The ONLY software changes I facilitated was permitting a "firmware update" by clicking agree on a message (from ***) that indicated a firmware update was available. I actually performed the factory reset as suggested by the tech, and it did not correct the problem. After research the issue, it appears that the flex cables were either not attached properly or was damaged when the broken screen was repairedIn addition, the respondent has acknowledged that I brought in both my *** *** phone and *** Atablet, yet did not deny keeping it (the tablet) for an unreasonable amount of time, damaging it further, losing pieces of it, or essentially returning it to me ruined. In conclusion, I find it completely unacceptable AND unreasonable that this organization requires I pay any more money out of pocket to repair 'repairs'. The fact that the respondent, *** *** 'considers this matter resolved and closed' without even addressing the issue concerning my *** Atablet, is a true depiction of how little this business cares about their patrons' products or the services rendered
Regards,
***h ***
In response to the last message from Mr*** I would like to state that while we have similar recollections of events, the differences are thereI stand behind my initial response that the first crack was a result of Mr***’s miss-use of the device, as well as the subsequent cracked screen protector
As I also stated in my initial response we’ll repair the damaged buttons to the unitWe’ll do so at our cost if Mr*** wishes
As for the tablet when it was dropped off it had a cracked glassWe informed you it’d take a while to get the part in, and that we’d have to verify the part which could cause further cracking
The part for this tablet since it’s not a real common tablet is located in China, there are no US sellersIt’s also the Chinese New Year, which means that shipping is further delayed by another 1-weeks on top of the month shipping time
If you’d like to get the tablet repaired we will do so at cost of parts, with no markup and no labor charge
Beyond this we still consider this matter closedWe would like to work with Mr*** for resolution, However, a request of a refund in an amount more than he initially paid, or for a replacement of broken devices isn’t feasible
*** ***
Award Tech
Computer / Phone Repairs 10210-San Jose Blvd