Cell Express

The customer’s complaint was handled in accordance with our store policy (Attached). Our policy states that damaged screens on devices will either be fixed or replaced, and then inspected by one of...

our highly skilled technicians. Upon pickup, the customer is advised to inspect their device for any irregularities they are not happy with. Once the device leaves the premises, the store is no longer responsible for any damages incurred. In such instances where such damages occur, we offer a discounted rate of 50% off original cost. STORE POLICY· Due to the nature of electronic repair, Fix-a-Phone cannot accurately identify hidden issues inside your electronic equipment. Consequently we can’t be held responsible for devices that are no longer operational after we attempt repair.· Fix-a-Phone shall not be held responsible for any data loss on your phone.· A Thirty Five dollar ($35.00) bench fee will be applied to all declined repairs. · Once you leave the premises with a repair on an LCD or Digitizer we are not responsible. · All phones must be picked up within 30 Days or we will no longer responsible.· LIQUID DAMAGE DISCLAIMER: Ø I understand that my electronics device has sustained liquid damage and disclose that the device is either currently inoperable or only partially functional. I understand my “Warranty is VOID” Ø Fix-A-phone cannot be held any other functional or part issue on a water damage phone. INQUIRE WITHIN FOR ALL REPAIRS

Review: My brother opted to fix my iPhone for christmas as I have no time nor money to have my phones' cracked screen fixed. I was home for a week after my phone was fixed, but once my vacation was over I went back to rotations. Within two days of going back to work I noticed a small hairline scratch on my screen, which I thought was on my screen protector and didn't pay any mind to it. Then as the week progressed, so did the "scratch" on my screen. It is now down the middle of my screen and progressively getting worse. I happened to be off from both rotations and my job, so I went to Cell Express to explain my situation to see if they could repair the screen as it was within 3 weeks of its original "fix", and it was clearly shotty work. They told me they could not do anything and it was my fault for taking my phone outside and that I should pay AGAIN to have my screen replaced. I explained to them financial and time situation (being a full time pharmacy student and working full time to help support myself) and I could not afford to have my screen fixed in the first place which was why it was a christmas gift. They called their "technician" aka the person who mans the other booth in the mall, and his answer was to let me pay a NOW discounted rate of $55. I think its ridiculous that I should have to pay for something that was fixed cheaply in the first place. When I tried reasoning with them, they kept telling me it was my fault for "putting too much pressure when I text" and "taking it outside". I didn't realize touch screen phones broke so easily until AFTER I had my phone fixed from this monstrosity of a mall kiosk.All I want is a phone with a screen that doesn't break everytime I look at it or my money back.Desired Settlement: I either want my screen replaced free of charge or my money back ($80 flat fee for iphone repair).

Business

Response:

The customer’s complaint was handled in accordance with our store policy (Attached). Our policy states that damaged screens on devices will either be fixed or replaced, and then inspected by one of our highly skilled technicians. Upon pickup, the customer is advised to inspect their device for any irregularities they are not happy with. Once the device leaves the premises, the store is no longer responsible for any damages incurred. In such instances where such damages occur, we offer a discounted rate of 50% off original cost. STORE POLICY · Due to the nature of electronic repair, Fix-a-Phone cannot accurately identify hidden issues inside your electronic equipment. Consequently we can’t be held responsible for devices that are no longer operational after we attempt repair. · Fix-a-Phone shall not be held responsible for any data loss on your phone. · A Thirty Five dollar ($35.00) bench fee will be applied to all declined repairs. · Once you leave the premises with a repair on an LCD or Digitizer we are not responsible. · All phones must be picked up within 30 Days or we will no longer responsible. · LIQUID DAMAGE DISCLAIMER: Ø I understand that my electronics device has sustained liquid damage and disclose that the device is either currently inoperable or only partially functional. I understand my “Warranty is VOID” Ø Fix-A-phone cannot be held any other functional or part issue on a water damage phone. INQUIRE WITHIN FOR ALL REPAIRS