Cell Exchange

Review: About a month ago I made the worst decision to let the owner of the Cell Exchange fix my cracked Iphone screen. I live an hour away but was in the area shopping. The owner [redacted], convinced me to let him change my badly damaged iphone screen for only $75.00 within 30 minutes. I remember telling him that anything more would have been too long. I finally caved in and gave him my phone. I stopped back 30 minutes later to his rude and unpleasant attitude, to find that he was having trouble fixing my screen. He started complaining to me about how he is being rushed. He stated that the screens he had were not fitting my phone properly and his Iphone screens kept breaking. He stated more than once that he is no longer making any money off of fixing my phone. As I stood there not sure what to say, I apologized because I felt that I was an inconvenience to him and I told him to just take his time as I waited patiently. About 20 minutes later he told me since he didn't have the correct screen that went to my iphone he had to take the insides of my phone out and put them into another. After convincing me to do that, I agreed, since he is the expert. Almost an hour after I walked into this store he charged me full price which was $80.00 instead of the $75.00 without discussing the increase with me. I verified my contacts, apps and internet and I left the store. I returned home and realized he now created a dead spot near the bottom of my phone where I could no longer type certain letters when I text, and I also couldnt perform any functions on my phone in these certain spots. Again, I live about an hour away and I did not have their phone number and because of my work schedule I was unable to get in touch with the store. But I still have proof of purchase. The experience in the store was far from pleasant so I wasnt sure what to do. When I called the store owner, he berated me and accused me of breaking the phone myself. I simply wanted to know what could be done, if anything, and he immediately became hostile and argumentative. He asked why havent I returned the phone yet and I advised I live far away. He then stated he would fix my phone for half price. He offered to meet me at my local Starbucks. I was very puzzled and confused by the proposal. I declined because of potential safety concerns and because of his already confrontational manner. He was offended by the decline and felt that I was being unappreciative. [redacted] continued to talk over me, refusing to listen and negotiate any other options. He wanted at least $40.00 for him to fix the mistake that he made. I refuse to go back into this store and I dread ever seeing this man again. I couldnt believe that I simply called to see what could be done and I was met with opposition, rudeness and accusatory remarks. [redacted] is one of the worst persons I have ever done business with. As a consumer, I have never been spoken to that way, especially by a business owner, and this was truly the worst experience.Desired Settlement: I would like a refund for $80.00. He originally said the price would be $75.00 which was one of the reasons why I chose to let him fix my phone. It was not my fault he didn't know how to fix my phone and ended up damaging some of his equipment. I would also like the full refund because I refuse to go anywhere near the owner or his business. There were 2 different occasions where [redacted] made me feel intimidated and threatened.

Business

Response:

I would like to stall off by saying I have never made any customer do something, buy something, or sell something they didnt want too. If a customer needs

a repairthals upto them to decide if they want to do ft or not after we tell them the price. Everytime I repair an Iphone I will usually give the customer a price lange,

the reason I do this is because certains parts of the iphone will break during the repair. Battery’s sometimes rip they are glue to the phone and must be pryed off,

home buttons on iphone 4$ can rip, pieces of glass will sometimes stick to the double sided sticky tape located at the very top and very bottom of the screen, when

replaced we charge 2 dollars for each piece. Also theres occasions when customers have had their phones already fixed and the previous repair guy didnt put

everything back the correct way or neccasary screws ale missing. We are not going to put ourselves in a situation where we agree to a

price then these things happen, cutting into the profit we need to make in order to stay in business.

lam almost certain this customer came in on a friday or saturday. After they dropped their phone off for repair I became very busy with customers coming

in the store. Wien they came back they didnt seem happy that it wasnt done, at that time I decided to focus on their phone until it was done, I did break a screen on

their phone, thats my own fault, they only knew because they seen me stmigghng with it so I told them so they didnt become worried. I had to then go back and redo

everything which did waste alot of time, nonetheless, the phone worked 100% when they left. If the iphone had a problem, as they claim it does now, why would they

leave the store, especially after waiting much longerthan I originally told them the repair would take to complete. Their claim is the screen doesnt work, they had to

wait forever, and they were forced into repairing this iphone of theirs? I think thats very bogus. lam here to help every customer.

if they had a problem with the screen afterwe repaired it, they should have atleast called and reported the problem, once I was informed they live and hour away i

would detinitly give them time to get Inhere and get it fixed. But they never called to report the problem until just prior to writing the letter you just sent me. I’d like to

touch on that phone call.

I received a phone call in late decemeber around 130, it was either the customer or her friend. She explained that theres now a dead spot on the screen,

that she didnt have a receipt, and she didnt call because she Ewes an hour away. I tested the screen before they leff and since I didnt hear from them for almost 2

months I would have not known there was a problem as they say there was. I told her I would help her hour on price but doing one for free 45 days after the

replacement was installed was not an option, these screens dont break on their own. They sometimes come broken and I realize once its Installed but I would never

put a broken screen on a customers phone, luiowing there coming back with a problem. On the first phone call I would not agree to do it for free and she became

angry, calling me several names and claiming I am rude. Then came the 2nd phone call. Just before closing time the phone rang, I answered and the disgused

voice began to ask me questions reguarding my business, I answered all of them. They were very sarcastic when I would answer and they definitly. had an attitue, not

a problem I remained calm. Until the caller told me they were going to come to the mall and make sure I didnt get any business and disrupt my business operation by

slandering my business to potential customers. They then proceeded to say they were going to call simon mall and every simon location to complain about me, all

because I would not fix their iphone for free. They then threatened me with the Revdex.com, and then she told me I was being recorded after she had called in with a plan to

get me some what upset. As hertone changed so did mine.

lam not willing to refund them money, absolutly not. I can do another repair for 70, but a refund is not tair considering I fixed her phone and she left only to

call 6-7 weeks later with a problem.

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