From: [redacted] Sent: Sunday, January **, 2014 10:39 PM
/>
To: drteamSubject: Response to customer complaint id# [redacted]
To whom it may concern.
[redacted] came to our store with a Samsung galaxy note 1
and wanted to fix the scree which was cracked. I personally asked [redacted]
if he is sure that only the screen is cracked or the digitizer (inside the
scree) also damaged. Because the prices are different for scree and
scree+digitizer. As I am not a mechanic I did not know which part needed to be
replaced, so taking [redacted] word, infront of him I called our third party
mechanic who fixes our phones and confirmed the price just to replace the
screen, which was quoted to the customer for 140.
Next day I took the phone to my mechanic and got a phone
call from him after couple of hours that it's not only the screen but digitizer
is also damaged and it will cost us $200 to fix both parts. I called my
associates at the store and gave them the order number #[redacted] and told them to
call the customer and let him know that the digitizer is also damaged and we
need to fix both parts and the price will be $200. At this point the customer
had the option to refuse the new price and we would have bring back the phone
to the store. But [redacted] told us to fix the phone and agreed with the
new price.
After couple of days [redacted] came to the store to
pick up the phone and argued with the associates about the new price. At that
point we gave him the option to leave the phone with us and we will take off
the parts we replaced and put back the old parts of the customer. Which he
declined.
[redacted] had the option in the beginning to refuse the
second price when we called him. instead he wanted us to fix the phone with new
price. He also had another option when he came to pick up the phone as we told
him, we will gladly take off the parts we replaced and put back the original
parts, which he also declined. I really do not understand why he complained
about our business where he had the options to decline our services both times.
We are doing business at this location for more than 6 years and we get more
than 10 phones each day to repair. our prices are competitive and we
guarantee our work.
I explained what ever happened with the order number [redacted]
and I hope this issue will resolve soon.
Thank you.
[redacted]
From: [redacted] Sent: Sunday, January **, 2014 10:39 PM
/>
To: drteamSubject: Response to customer complaint id# [redacted]
To whom it may concern.
[redacted] came to our store with a Samsung galaxy note 1
and wanted to fix the scree which was cracked. I personally asked [redacted]
if he is sure that only the screen is cracked or the digitizer (inside the
scree) also damaged. Because the prices are different for scree and
scree+digitizer. As I am not a mechanic I did not know which part needed to be
replaced, so taking [redacted] word, infront of him I called our third party
mechanic who fixes our phones and confirmed the price just to replace the
screen, which was quoted to the customer for 140.
Next day I took the phone to my mechanic and got a phone
call from him after couple of hours that it's not only the screen but digitizer
is also damaged and it will cost us $200 to fix both parts. I called my
associates at the store and gave them the order number #[redacted] and told them to
call the customer and let him know that the digitizer is also damaged and we
need to fix both parts and the price will be $200. At this point the customer
had the option to refuse the new price and we would have bring back the phone
to the store. But [redacted] told us to fix the phone and agreed with the
new price.
After couple of days [redacted] came to the store to
pick up the phone and argued with the associates about the new price. At that
point we gave him the option to leave the phone with us and we will take off
the parts we replaced and put back the old parts of the customer. Which he
declined.
[redacted] had the option in the beginning to refuse the
second price when we called him. instead he wanted us to fix the phone with new
price. He also had another option when he came to pick up the phone as we told
him, we will gladly take off the parts we replaced and put back the original
parts, which he also declined. I really do not understand why he complained
about our business where he had the options to decline our services both times.
We are doing business at this location for more than 6 years and we get more
than 10 phones each day to repair. our prices are competitive and we
guarantee our work.
I explained what ever happened with the order number [redacted]
and I hope this issue will resolve soon.
Thank you.
[redacted]