Batteries Plus Bulbs

* *** * plus was taken to store to have a screen repaired store repaired the screen on the phoneMy wife left the store with the phone got home an hour later and set the phone on a night stand and went to sleepThe next morning she woke up and noticed a small crack across the screenThe phone was never dropped or hit anything and was in a protective caseTook the phone back to the store the first time and the store turned her away did not look at the phone or anything and told her it was not coveredI contacted the store an the employee told me that It would have to be brought in and looked at which she just left doing and they did notShe took the phone up the following day and the manager looked at the phone and said that the phone had been dropped and he could tell this by the screen bu was not sure how it could occurHe then told me they would not cover thatIn the same statement he told me that the person putting the screen in could of put it in wrong or bent the screen

C & C Roofing did a great job on replacing my roof in May For several months we have been calling C&C concerning a leakAfter months they called & said this is a family business & the reason they did not get back in touch with us sooner is because there was a family funeralWe told them of the roof leaking in the kitchen and they said they only do warranties on rainy days Now it has been another month & they still have not been to our home to check on the leaky roof There have definitely been plenty of rainy days in Ohio & after add'l phone calls they still have not called backAt this point b/c I have water stains on my kitchen ceiling and its spreading & looks nasty, I have no other recourse but to pursue further I rec'd top service when the roof was put on but now when its comes to warranty coverage it's a disgrace the same priority of service is not in orderI will have to pursue other means to get my roof fixed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease mail the check to the address below
Regards, *** ***
*** *** ***
*** *** ** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I called the business after I noticed the part broke, the person I spoke with informed me that sometimes the glass can have micro fractures, and that they would honor their warranty. I called and was told there was a month warranty
on ALL repairs and to come back inI went in and the
woman I spoke with said the guy lied to me on the phone and that they were new to doing these repairs anywayThen she
picked up the phone that rang and started helping another customer, blowing me off
completely! The
other guy at the register tried to help and I said I wanted to talk to
the owner, he said the owner was on lunch but I could talk to the tech
Ok fineThe tech comes out and tells me they won't honor their
warranty and that I can talk to the owner when she gets off the phoneand
gestures to the rude woman I've been speaking with since the beginningI can't believe these guys are still in business. This is not the first complaint people have had against this business. I contacted HQ who offered a 25% discount on the repair, however it's obvious that they are incapable of completing this repair. I am extremely careful, and ONCE in years I dropped my phone and the back glass broke, I needed it fixed so I brought it to this location and when their repair failedI was insulted by the woman saying I must have SAT ON IT. I will not let them touch my phone again and I will not be satisfied until their failed repair has been refunded to me
Regards,
*** ***

I have been on vacation since the 25th and am just now seeing thisIn that the original payment was made by credit we will either need her to come in to the store and manually swipe her card, or provide her credit card details in order to process the refund.
Attached is a copy of the document she will need to sign

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***@richmond.Revdex.com.org
Regards,*** ***

***: I went to the storeAsked an employee named Deven if he could test my battery for my battery for my key fobHey looked at it and said yesThen took it behind screens off area after a while came back and explained I would have to take it to the *** store that they did not have the
battery thereI said okayI asked about another product for a ***, he handed me my key and I walked out of the storeAs I drove away with my husbandAs I was holding my key fob it fell apart into two piecesYou could clearly see that someone had used a tool to open it and the plastic was broke and it would not stay togetherResponse: It is neither our company policy nor do we consider it acceptable to break a customer’s item and not immediately inform them of the damage and discuss what we can do to make it rightWe will be investigating this further to ensure proper store standards are being adhered to by all associates***: I called the store right away Devon asked me to come back I did He looked at it Apologized and took it back behind the screened area I asked how he was going to repair it as I was concerned because it is clearly broke He came back around and told me he put double sided tape on it and if I take it to the *** store they could look at it I was not happy and shared this with him and asked for the managers information Response: Davon provided the customer with a temporary fix and attempted to direct her to another location that has the ability to replace and program new remotes to vehiclesIt sounds as if he may not have made this clear to the customer***: Which he brought me a business cardI tried to email and call the manager twice No response The phone number was for the store directly and I had to leave a message on the voice mail I sent two emails with no reply First being sent March Th Response: Our stores do not have a dedicated line for the store manager to be reached at we are investigating what transpired with the voice mail message and why that was not returned in a prompt and timely mannerThe business card provided the customer had an email address for the store manager that is not his primary email and he was not checking regularly since he receives no email at that addressSteps have been taken to ensure this never again becomes an issue, and the manager takes full responsibility for his failure ***: I have contacted the *** *** company in *** and was informed that because it was damaged and it in two pieces it would have to be replaced I was quoted $*** I am asking the store replace the key fob unit it is a one piece unit since their employee broke it and would be on tape It was not broke when I walked in and was working When I left it was broken and fell apart You can clearly see the markings and the broken pieces Response: This has all been worked out prior to the response of this complaintThe customer has received a new remote and has indicated that Devon was always very pleasant to work with, and has had everything provided that she requested to resolve the issueShe took possession of the remote on 03/21/as requestedSolution: Customers remote has been replaced and to the best of our knowledge everything ended in a satisfactory resolution between all partiesWe do sincerely apologize for any time delays on our part, and will be looking into solutions to improve this aspect of our service in the future

August 13, 2015Dear *** ***,We received your correspondence concerning complaint ID ***The customer did in fact purchase a battery from our store on June 1, The battery was installed in his car by a member of our Fairfax, VA staffWhen the vehicle failed to start some weeks later,
he was told his alternator was bad and the car was not able to be jump startedWhen he brought the battery into our store, it measured volts, which means it was slightly dischargedWe do not understand why the vehicle could not be jump startedBut it is certainly not due to the battery.We charged the battery and ran a series of very specific and required manufactures tests with very specialized test equipmentThe battery passed all the tests with flying colorsBefore writing my response to your letter, I tested the battery againAfter weeks of sitting, the battery again passed all the testsUnder a load test, the battery is reading Cold Cranking Amps (CCA), above its stated capacity of CCAThese particular batteries are best in class in the industryThere is nothing wrong with this customer's battery.There are many discrepancies with the customer's version of eventsI will not get into all the technical detailsBut we are 100% confident that this battery is good and that he had other issues with his vehicle, He is not being forthcoming on what exactly transpired with his mechanicOur policies are very clear in that any unused product is fully refundable within two weeksAfter two weeks, we will be happy to replace any defective product under warrantyThe warranty documentation provided the customer also reiterates our Warranty policy.Concerning "Expensive" batteries, Batteries Plus Bulbs is proud to provide customers with a full range of optionsWe offer a number of different batteries from a year warranty battery for normally under $to a four year *** Platinum Battery for under $to our top of the line X-battery made with 99.9% virgin lead, brass terminals and state of the art technologyThis battery has a five year warranty and is the one the customer chose to purchaseWe have no idea what battery he chose to purchase from his mechanic.As to the “Defective Installation," I was informed a cable may have come looseWe would have gladly fixed the issue given the opportunityBut again, the customer demanded a full refund and refused to provide any details concerning what exactly transpired.With all this background and even though I had no obligation to do so, I still offered the customer a store credit to cover the cost of the second battery, up to $All he had to do was to bring in his receipt for the second batteryHe refused stating he wanted a full refundAgain, the customer was not forthcoming about what exactly transpired with his car.The customer also requested that we come pick him up with a new battery and drive him to his vehicleWe are a retail store and do not have the vehicles nor staffing to provide a shuttle serviceIt is not reasonable for him to expect this type of serviceHe became agitated when we informed him we could not send someone.Upon coming to our store, the customer was extremely unprofessional, raising his voice and yelling while other customers and his own child were presentHe was so agitated that my employees had no choice but to ask him to leave and told him we would call the police if he didn't do soAsking him to leave had absolutely nothing to do with him threatening us with a Revdex.com complaintHe was yelling and creating a hostile environmentEven when I personally called him, as the conversation progressed he began to raise his voice and threaten me with a Revdex.com complaintEvidently the customer feels that abusive behavior and threats are his method for resolving these types of situations.I am very proud of our company, our Service and our productsOur customer service ranks above any comparable retailerOur staff is well trained, knowledgeable and extremely patient and politeIn this situation, the customer is not being completely forthrightI know we are not at fault in this situationI also do not feel we should compensate the customer since we are only justifying his extremely unprofessional behavior and his inability to be forthrightBut to resolve the situation, I am sending him a full refund.Sincerely.Mark S.Franchise Owner

On or before April 23rd MrXXX called the local store to ask about the availability of the battery in question. He was informed that battery would need to be ordered, and it could take a week or more to receive the order, (MrXXX admitted to this call when he came in to the store.) Mr
XXX’s order was placed and was in the order system but would not arrive in the store until almost weeks later based on shipping dates. Please note he had faster shipping options available to use when he placed his order but was give 10% off his order for picking it up in store. Yes, the Batteries plus system emailed MrXXX letting him know his order was ready to pick up when we accepted his order at store level. However the store associate did not feel it necessary to call MrXXX and inform him his battery would take almost two weeks to receive at the store since they just spoke on the phone and addressed the very same topicAs I have explained to MrXXX in multiple emails when he placed the order online it was through the corporate office in Hartland Wisconsin. His credit card was charged and the number removed to protect him and the store from credit card fraud and the money is placed in a holding account for the store. When the information is received at store level we receive the name and other pertinent information about the customer the item they purchased and the last number of the card used. When the customer comes in to pick up the order the store employee matches the order sheet both from the customer and the store against the credit card used for the purchase to insure the name and the last digits of the card number match. This helps protect the customer and the store from fraud. MrXXX could have had the transaction refunded when he came in to the store but chose not to. In summary the store has been very cooperative with MrXXX responding to all of his questions and separate emails explaining a refund cannot be processed without MrXXX’s credit card because no one other than MrXXX has his credit card number. The corporate office was able to charge his card because MrXXX provided them with his card information through a secure system. As stated to MrXXX store would be happy to refund his purchase during business hours (days a week) if he would bring in the credit card since it cannot be refunded without his card information. Thank you for your understanding, Batteries Plus Store

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease mail the check to the address below
Regards,
*** ***
*** *** ***
*** *** ** ***

* *** * plus was taken to store to have a screen repaired store repaired the screen on the phoneMy wife left the store with the phone got home an hour later and set the phone on a night stand and went to sleepThe next morning she woke up and noticed a small crack across the screenThe phone was never dropped or hit anything and was in a protective caseTook the phone back to the store the first time and the store turned her away did not look at the phone or anything and told her it was not coveredI contacted the store an the employee told me that It would have to be brought in and looked at which she just left doing and they did notShe took the phone up the following day and the manager looked at the phone and said that the phone had been dropped and he could tell this by the screen bu was not sure how it could occurHe then told me they would not cover thatIn the same statement he told me that the person putting the screen in could of put it in wrong or bent the screen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.Hello, This response submitted by the Regional Sales Manager is a complete fabrication. Points that are downright false:-iPad was taken in days before I was to travel and needed itMy "expectations" were that the battery be reinstalled and that the iPad actually charge and work, which it did notThese expectations are not out of line with having service done on an electronic. -The iPad was not sent over to Weatherford until days later when we made it clear of when I needed to pick up.- Projector was indeed taken in and my assistant as well as my husband can attest to that.-Me saying that "this is the only time I will need this" is as it would have been a blessing to have a separate equipment which would allow me to speak without the need for electricityI never once mentioned wanting to use the products once and retain a refundNow it is clear that *** believes this is the case and it is incredibly disheartening all the claims he has made thus far, without an ounce or shred of proof. I am requesting that the Regional Sales Manager indeed stumble through the security footage, and submit it so we can see me bringing in the projector. -I made it clear that I would be traveling which is why when the equipment did not work, it was taken to a batteries plus in Arizona to solve the issueIt was there that I was told I was given the wrong information at the store I went to, and needed a different battery and accessories. - I never informed *** about what store I took the equipment to in Arizona and while there he mentioned he had "called all the stores" in the area but we never specified what city. -At this point, store credit would do me no good, as I witnessed firsthand the ineptitude and inability to provide a sound resolution for my issue. -We have proof from many attendees at the conference that the projector never worked and they are ready to issue a statement, as well as the organizers of the event who witnessed the projector flickering on and off, with no actual "run for short amount of time" as *** suggestsAt this point, my concern is for *** actual knowledge of equipment as he erroneously sold me the wrong items after testing the projector which I brought in. Again, I am requesting that *** indeed stumble through the security footage and submit to see where where I brought in the projector. -There was horrible customer service from *** as well as corporate, with no attempt to provide an adequate resolution, rather just lies and being strung along.-Also, we are aware that $is the amount to be refunded, and it seems downright ridiculous that *** is adamant about negating a refundIt would be understandable if this were thousands of dollars, but at this point, it comes down to the lies he has expelled and how unjust this entire situation is to meRather than resolve the dispute by refunding our money after the absolute poor performance from his end and be done with the entire issue, *** is willing to continue lying which is why we request the security footage to show the projector was brought in, footage of the Arizona store he claims we were in, and a full refund for $166.67. The implication that I would put my reputation, my business reputation, and construct a complete lie to get a refund for such a small amount is absolutely ridiculous and I expect to resolve this soon
Regards,
*** ***
Revdex.com*** ***
*** *** ** *** *
*** ** ***
Dear *** *** :
This letter is in regards to your complaint submitted on 9/7/10:53:AM against Batteries Plus Bulbs and assigned complaint ID ***
The business response is either below or attached. You have calendar days to submit your response back to the Revdex.comIf no response is received, we will assume that your complaint has been resolved
The text of your dispute may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may redact your complaint to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand 4:p.mor by email at ***
Regards,
*** ***
Dispute Resolution, Ad Review
*** *** ***
MESSAGE FROM BUSINESS:Here is our final response. "We have reviewed our camera footage and verified that Mrs*** did not bring her projector in or any additional persons with her. That aside, she still has our merchandise and contacted World Pay to reverse her charges. World Pay indeed reversed both her charges so she has received her money back. We cannot and will not issue a refund(s) thereby losing our money twice. We bid Mrs*** a good day with best wishes for the success of her business." Thank you for your assistance in this matter. *** *** Regional Sales Manager***

*** *** On January 16, @ 6pm I went toBatteries Plus Bulbs *** *** ** *** *** *** *** to have them fix my *** *** that had a cracked screen because Isaw the advertisement and I called ahead of time to ask how much it would be andI
was told and I printed a coupon offline. I was told that it should take an houror two but before I left I was told that they had to keep it overnight and itshould be ready tomorrow (1/17/15) at 3pm.Reply: The customer was told the estimated time for the repair based on available technicians, current customer volume, and number of repairs on hand at the time she calledWe have a limited number of technicians in each location, not all associates are trained for this level of repair workRegretfully repair times can change based on all of the previously mentioned factorsAt the time she dropped it off she was quoted a time frame for which her repair should take to be completed.*** *** Saturday January 17, 2015 I went to work got off at 1pm and had not heard a status so I approximately at 1:30pm I called to see if was ready and I spoke with *** and he told me that they put the screen on and was waiting for the adhesive to dry Reply: The quoted time for this to be ready was 3pm, approximately an hour and a half after the customer started calling *** *** they would call me back in about half an hour......so I waited and time went by no phone call and I went to the store and just when I pulled in the parking lot at 3pm my phone rang and it was *** from the store telling me that the first adhesive didn't work so they were going to try another one and that he would call me back.....Reply: From the customer’s account, *** did fail to call her back in the self allotted minutes which will be looked intoAt 3:00PM all expected labor had been concluded and under normal circumstances the device would have been ready on time and available for pickup at the originally quoted timeHowever while doing the final inspection of the device it was found that corner of the screen was not adhering to the frame properlyWe value our quality of workmanship offered and the technician knew this was not acceptable so he contacted the customer to inform her that he had run into an issue and needed more time to get it resolved.*** *** I left and took care of some other business about 4pm or 4:I got a call from *** stating that the *** was ready but the adhesive would not stay and was causing the screen to lift and wasn't all the way mounted to the *** so they didn't charge meReply: After replacing the adhesive tofix the issue of the one corner not adhering properly, it was discovered thatthe device still had the same issue with the one corner not adheringAt thispoint *** involved other technicians, and myself in the repairUpon furtherinspection it was discovered that the reason the screen was popping in onecorner was that the frame had a small bend in it which was not providing a flatsurface for the screen to adhere toThis damage was pre-existing and had notbeen apparent in our original inspection of the deviceRegretfully howeverscreens are rigid and require a flat surface to adhere toGiven that we wereunable to identify the bent frame prior to starting the repair, had alreadycompleted the repair, and are unable to re-install a cracked screen on a device- we agreed that the device should be returned to the customer at no charge,with the new screen installedThere simply was no way that we were going togive it back in pieces or being less functional than we had received itUponcontacting the customer it was explained that there had been pre-existingdamage to the frame that we had been unable to identify prior to taking therepair in that did not allow us to perform the repair to our satisfaction,therefore we were providing the repair free of charge.*** *** if I have a case than that was the only way the screen would stay down ..so I went to the store to pick up the *** and it was not to my liking if you touch the screen it would fall off....Reply: Given that the one corner couldnot adhere to the device properly and could potentially snag on something itwas suggested to the customer that a case that protected that corner wouldprevent any issues from occurring as a result of the frame being bentAsidefrom the one corner the rest of the screen was fully adhered and was not in anyway going to “fall off” the device *** *** so I wanted in writing whythey were unable to fix my screenReply: We provided the customer inwriting at the time of pickup a sheet detailing that there was pre-existing framedamage that was not repairable causing the screen to not adhere properly whichwas signed and acknowledged by the customer “*** ***”, the primary technicianthat worked on the device “***”, and the assistant store manager who is also trainedas a technician “***”Please see the *** signed document. *** *** So my reason for going tothe store to have my screen fixed did not turn out that way and even thoughthey but a screen on its bound to break again because it's not secure..Reply: 90% of the screen is secure andthe device is 100% functional with a brand new screen installedGiven thedamage to the frame this is the best that we can do; hence we provided the service100% free of chargeWe simply do not do anything only 90% of the way andexpect it to be good enough. *** *** all I wanted was for myscreen to be fixed but if they were unable to fix the screen I should have beennotified before hand and not after it was doneReply: It is our policy to inspect eachdevice upon intake, note all apparent issues and caveats, and have the customersign the document representing their understanding/agreement. If we can identify a bent frame prior todoing a repair, by using a frame template (which we did), we will not evenattempt the repair In this instance theframe damage was not apparent and did not show on any of our initialinspections of the deviceEven after the initial repair had been done, it wasso minor that *** thought it was an issue with our adhesive and it wasn’tuntil we had multiple people look at the device that it was discovered that theframe was bent and was the actual issue *** *** now I can't use the ***because it will not function at the same level as before I needed therepair....Reply: The device has a brand newscreen on it and is fully functional aside from one corner that will not adhereto the bent frameI am not sure how this is less functional than a unit with abroken screen.*** *** I wasn't treated fairly andmy screen still isn't fixed and no one had a good reason why but a lot ofexcuses...Reply: The screen has been replaced“fixed”The customer has been told multiple times, by multiple people, as wellas in writing that she has a bent frame that is preventing the one corner fromadhering and that the frame cannot be repaired. *** *** I could have taken itelsewhere but Batteries & Bulbs had a good deal and the reviews were goodby the customers Reply: We appreciate *** ***’sbusiness and are certainly glad to hear that while new to this, we have alreadydeveloped a reputation for providing a quality service at a fair priceAs faras taking it elsewhere for repair: she is certainly out no monies and can stillgo that route, though I know of no repair facilities capable of repairing abent frame.*** *** I felt that it was not agood way to treat a customer and all I wanted was my screen fixed and I stilldon't have thatReply: The device has a new screeninstalled and functioning, the frame however cannot be repaired and is theactual issueWe provided all repairs done to the customer’s device free ofcharge since we were unable to identify the frame damage prior to starting therepair*** *** So I would like an answer onfixing this problem either a new fixed screen or a new *** *** but I needsomething doneOr I will be taking action against the store and company in awholePlease advised on how this matter can be solved!!!Reply: A “new fixed screen” is not theissue, we have already provided that free of chargeThe issue is apre-existing bend in the frame that cannot be repairedWe are unable toprovide a “new *** ***” to replace a device that we did not cause any damageto, and returned in better condition than it was received at no charge to thecustomerBecause we know of no way to repair a bent device (nor of any otherservice providers that can), the only way to have a new screen fit the devicewould be to break the screen at the bend. This solution returns the *** to the customer in the same condition asit was brought in. I don’t believe thecustomer would prefer an *** with a broken screen over one with a brand newfully functioning screen, especially if that brand new fully functioning screenwas provided at no costI will provide other options for the customer at theconclusion of this document. *** *** I called back and spoke withthe *** *** *** *** and she was unsuccessful in fixing myproblem so I went back to the store to get my original screen Reply: We were happy to provide thecustomer with her old broken screen and as we had already replaced the brokenscreen with a new, not fully adhered (but fully functioning) screen at no costto the customer,*** was unable to do anything more than what had alreadybeen doneThe store’s technicians / manager had already come to me toauthorize the repair free of charge. *** *** If I had known of thetrouble I would have getting the screen fixed than I would have just left thebroken screen alone but don't tell me or advertise a we fix screen sign andwhen I need it done it doesn't happenReply: The screen was replaced “fixed”and we do provide that serviceWe however are unable to fix bent frames adifferent issue all together.*** *** Thank you and I hope for aresponse!!!Reply: In addition to the store’sefforts to satisfy the customer prior to this letter being sent to our corporateoffices, I myself have spoken to her to explain the situationThe customerwould appear to simply want nothing shy of a new *** which as stated before isnot something we can offerEven in the event that we cause damage to a device duringthe course of the repair, we only agree to provide the customer an equivalentor better refurbished unit as stated in the customer agreement signed by thecustomer when dropping the device off for repairs (see ***). Conclusion: In a continued effort to offer the customer asatisfactory outcome if she would like to:1. Pay the $and all applicable taxesthat the repair service performed would have normally costThe customer hasindicated she had a couponWe will accept a coupon as part of payment if thecoupon is appropriate for the service performedThough to the best of myknowledge we have no coupons available for *** screen repairs.2. Surrender her device to the company 3. Mark this complaint as resolvedIn return we will:1. Purchase the customer a used 4thgeneration *** touch fully functioning of equal or greater capacity that iscomparable to the customer’s original unitWe will alsoensure that the devices screen is equal to that of a new screenIn an effortof transparency I will say the customer is better off to order this on her ownas they cost less than the cost of repair due to device age, and depreciatedvalue.Sincerely,*** ** ***
*** ***
*** *** *** *** ***

Thank you for taking the time to contact me regarding the above referenced complaint. I'm familiar with this customer and she has also approached our folks at Batteries Plus Corporate without satisfaction. [redacted] wrote a detailed negative online review of her experience with our store. It was...

explained to her in the store that night, that our warranty covers functionality and not breakage. Unfortunately we have had instances where customers get a screen repaired, and then drop it on the way back to their car when leaving the store. Unfortunately, we can not cover something like this with our warranty for obvious reasons.Over the 7 years we've been in business, many of our referrals continue to come from [redacted] because of the way we take care of their customers. Being a neighbor right here in our plaza is extremely convenient for their customers as well. So we strive to maintain this relationship.The original repair we did was on 7/5/17 and there seemed to be no issues with it until she came into the sore a month later. It is specifically because she is a previous customer and we sincerely value repeat business, that we were willing to offer her 25% off the cost to repair her phone again. Unfortunately she declined this offer and contacted Batteries Plus Corporate instead.If you would like to discuss the matter further please contact me directly at [redacted].Sincerely,James [redacted]

In response to customer complaint #[redacted] with the Revdex.com. The customer brought the phone in to have a broken screen repaired on 07/13/17. The phone was repaired, and the customer picked the phone up later the same day. Thorough inspections were performed before and after the...

repair, checking for functionality of the various functions of the phone as well as to check for any physical damage to the primary phone frame. Upon intake everything was noted as in working order, with no frame damage, and usual cosmetic damage. Upon completing the repair everything was tested again as per policy to ensure that there had been no complications during the repair process. Again everything tested out fine. Some of the items we are looking for that pertain to this complaint are a bent frame, and/or a dent in the side of the frame where the glass seats. These are critical items because if they are damaged they can cause issues with the replacement of the screen, there was no frame damage during intake, so no concerns on our side. During the inspection after fixing the phone they check for anywhere that the screen is binding, not lying flat, or not adhering to the adhesives properly. All inspections were satisfactory and met our strict quality guidelines. After the customer payed for the repair and picked the phone up she walked out of the store 1 child on her hip, another at her side, holding her phone in front of her and using it as she walked out of the store. 12 days later on 07/25/17 the customer returned to the store wanting a warranty because the screen was broken again, she claimed she had no idea what had happened but it had been that way when she woke and picked up her phone the morning after the repair was done. The store associate informed her that the warranty did not cover accidental damage caused by the consumer after the repair, only defects in parts or workmanship. She was pleasant said she understood and left the store. Later that day her husband called wanting the phone warrantied and spoke to another associate claiming that they had looked at the phone before placing it on the nightstand the night before and it was fine only to discover the screen cracked the next morning. The store associate then contacted me directly in regards to the customer concerns I tried to ask him questions about the crack that would help determine the cause of it, but not having seen the phone himself he was unable to answer. On the off chance that we had missed something I instructed him to have the customer bring the phone back in so that we could take a good look at it and determine if there was any way this was a result of the repair. The wife brought the phone back in on 07/27/17 and spoke to the manager telling him that she had first noticed the crack as she walked out of the store the night it had been first repaired, he inquired as to if that was the case why did she not walk back in and say something she replied that they had been busy and left for vacation. The store manager double checked for anything that he thought could have possibly caused an issue, and noted that there was a clear point of impact where the screen had struck something. H then proceeded to show this to the wife and explain what he was seeing. He offered a $** discount towards a screen repair since she had just recently had it done. Again she was very pleasant and stated that would be up to her husband and left. Her husband called back later and spoke to the manager again now stating that they first noticed the screen was cracked the morning after the repair but also claiming that we had given her the phone back with a cracked screen, only his wife had never looked at the phone till the next morning because she had 4 kids with her when she picked it up. The store manager tried to explain what things would cause glass to break “had we somehow missed a bent or dented frame causing the glass to be under pressure, was the screen not lying flat, or not securely seated”, and that none had been present on his wifes phone, however there did appear to be a clear point of impact where the phone had either been struck, or struck something. The store manager again made the offer to discount a second repair by $[redacted] The customer stated he was not satisfied and requested to speak to someone higher up. The store manager informed him I was on vacation and would call him on Monday. When I attempted to call the number I was provided it was not in service. I informed the Store manager of this and instructed him that if the customer called back to get me the correct number so that I could call him back.In summary It is unlikely that the damage to the phone is the result of workmanship, or defective parts. However despite changing accounts of what happened, and lack of any notification  when the customer claims the damage was first notated. On the off chance something has been missed I am willing to allow the customer to drop the phone off and we will have our most experienced technician go to the store and do a full inspection of the device to see if he sees anything that would indicate there was even the slightest chance that it could be a warranty issue. The phone would have to be dropped off and left as the technician does not work out of that location and he would need advanced notice to schedule him in that location for the sole purpose of doing a a full inspection to include full removal of the screen. If he can find any issues that could possibly have contributed to the screen breaking no matter how slight we will replace the screen free of charge, however if he finds that everything was installed correctly and there are no issues the phone will be returned to the customer with the same screen installed. If the customer wishes to go this route he can call and speak to the store manager and he will facilitate finding a day when the phone can be dropped off and looked at same day.

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: <[redacted]>Date: Tue, Dec 12, 2017 at 3:51 PMSubject: RE: Revdex.comTo: [redacted]>Per our conversation: The documentation I received didn't say anything about the battery causing the problem with his phone. Also I asked if the phone was opened and he told me no. According to [redacted] they opened the phone and saw it wasn't their battery and closed it up and refused to work on the phone because it had a 3 party battery installed. Our warranty clearly states that if anyone else works or tamper with the phone, it voids the warranty.  Thank you, Edward [redacted] Batteries Plus Bulbs

This business response was received by Revdex.com via email.We first want to say how sorry that Mr. [redacted] had difficulties with his phone.  We do understand how important our cell phones are to each of us.On 10/21/17 we were asked to install a new battery to this customers’ phone.  We did...

install the new [redacted] cell phone battery and when the customer came to pick up the phone it was working well and the customer signed a document stating that the phone was indeed working.  On 10/23/17 the customer brought the phone back to our store telling us that he had brought his phone to the [redacted] store the day before having them examine the phone because it had stopped working 24 hours after the battery was replaced.   We were also told by the customer that the battery that we installed had tested working fine by [redacted] but he told us that because the phone had been taken to someone other than [redacted] that they could not work on the phone.  The customer told us that he then took the phone to the Macedonia Batteries Plus Bulbs store but did not tell us what work was done on the phone only that they could not fix the phone.  It was not until then that brought the phone back to our store requesting that we put the original battery back in the phone and refund the money of which we complied to both.  Because he was unable to have the phone worked on by [redacted] we offered to send it at our expense to our outside service department to have the phone diagnosed and fixed if possible.  The company ran diagnostics and told us that they were unable to fix the phone saying it was “unfixable”  they also told us that it was a problem in the logic board and had nothing to do with the battery nor did the battery cause any problem with the phone.  The phone was sent back to our store and the customer was called and informed of our findings.The battery in question has since been installed in another phone and that phone and battery are still working well.Although we do sympathize with Mr. [redacted], the problem with his phone is not a battery problem nor was it caused by the replacement battery per the service department and therefore we are unable to reimburse him for a problem that we did not cause.Sincerely,Edward AlbrigoFranchise owner

Revdex.com:
[redacted]
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I do not want to deal directly with this business and I would like the Revdex.com to mediate the resolution. I am willing to sign required papers at the Revdex.com, via fax or mail. I will accept my credit card being credited back or a check from the busines. I will wait for the Revdex.com to contact this business and assist me in obtaining a refund from this business. If the business fulfills the promise to refund me I will consider this complaint resolved. I would like this case to remain open until the company does as promised.Thank you,
[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]Some of the statements are correct in which was replied, some of the other ones are incorrect and misleading maybe the general manager got a false story and did not get mine because I was never called. I also have a voicemail which he could of left a number if je did call me. The phone was taken to the store withen a day of it breaking and she was turned away we went out of town after that and contacted the store as soon as we got back. I am interested in a refund or a refund for what the replacement sceen I bought cost ([redacted]). As always just as I filled out this complaint my number is [redacted]. I believe the general manager has heard what the store managers want to tell them to cover something up I hope you will at least see this to fix your store and make your business better.

This is a terribly ran company, they use cheap after market parts that break within minutes and do not honor there warranty. Do not buy from them! Do not have them change your iPhone screen or work on any parts, these people are amateurs and only want your $$$