To Whom it May Concern, Regarding the claims against us: we were unable to establish you were a previous customer of oursWhen we searched our systems we could not find your original trouble ticket and after asking you to search your bank records you couldn't give us an alternative date range for your original repair, nor a line item in a credit card statement/bank statementWhen you brought in your phone on 2/16/we advised you that we would have to charge you for the screen repair as the issue with your screen separating indicated previous physical damage by you to the deviceWe appreciate your feedback Kind regards, Cell Repair of Austin
Complaint: ***I am rejecting this response because:
I am writing in response to the previous letter from Austin Cell Repair
I am going to quote various parts of their response to show they aren’t telling the Revdex.com the truth in this situation.
“This letter is in response to the above referenced complaint. This customer came into the store a total of times. First time was when he needed to have his cracked screen replaced which we did in a very professional and timely manner. The customer was satisfied when he picked up his phone.”
While the above paragraph is true, they fail to point out that I was extremely unhappy when I found out the day after they repaired my phone screen that they repaired it with non-oem parts and it voided my Apple warranty. Therefore I was unable to have Apple fix my phones battery issue. They never told me that they would void my warranty with Apple. When I called they told me they were an authorized repair center
“Second time was when he wanted to purchase a new battery from us, which we sold him at cost and put it in for him. If he had wanted us to repair his power button at that time he should have asked and we would have quoted him a price and if he agreed would have done the necessary repairs.”
The second time I went in I did have them replace the battery. I’m not sure why they are even mentioning the power button. I never claimed they did or didn’t have anything to do with it. My issue is that they should have caught the new battery didn’t charge before giving my phone backIt was an easy thing to test, that should have been on their checklist they go through when returning a phone to a customer. It charged before I dropped it off with them. My phone lost functionality while in Austin Cell Repairs possession. I had to go in a third time and again all they did was put in a battery and never checked to see if it would charge (the reason I took it back in the first place)
“The fourth time that he returned to the store, the technician took the phone apart and found it had a bad circuit board. Some cell phone problems exhibit the same symptoms so we always use the process of elimination and first go with the least costly route in the hopes of saving money for our customers which is why we replaced the battery first. It turned out in this case that it was a bad circuit board that created the issues that we thought were battery related since the customer had informed us about the battery recall issue. Symptoms can appear slowly and then can stop working suddenly. There is no way that a bad circuit board can be detected without taking the phone apart which of course is the more costly option and is why this was the last thing that we checked. Even though the technician that found the bad circuit board was a new employee of ours, he has extensive experience in cell phone repairs and is an extremely knowledgeable and competent technician.”
This paragraph is just wrong. They are skewing the issue. They should have the ability to properly diagnose my phone. The tech actually told me they don’t have the proper program to test the motherboards. Therefore they just put a new battery in and hoped it would fix the issue. Furthermore I wasn’t unhappy with the fact that they had an employee that informed me he had worked for the company less than hours working on my phone. I was unhappy that he was left to deal with my customer service complaint and I never heard back from anyone in management to rectify the issue. I felt that was very unprofessional
“When we determined we were unable to fix his phone, without hesitation we refunded all the money that he had paid us even though everything that we had done corrected the initial problems that he had. We do what is right for our customers and sometimes go beyond as in this case. However, we do not have a responsibility to pay him for a new phone when the ultimate issue he had was something that we did not create.”
I’m not sure how they can say they have gone “beyond” in this case. They took away functionality that I had in my phone previous to going into their business and they still won’t admit it. I had to buy a new phone because of Austin Cell Repair. If I had not taken my phone to them it would still be working
Regards,
*** ***
December 5, 2014Revdex.com*** ** *** ***
*** ** ***Re: Complaint #***This letter is in response to the above referenced complaint This customer came into the store a total of times First time was when he needed to have his
cracked screen replaced which we did in a very professional and timely manner The customer was satisfied when he picked up his phone Second time was when he wanted to purchase a new battery from us, which we sold him at cost and put it in for him If he had wanted us to repair his power button at that time he should have asked and we would have quoted him a price and if he agreed would have done the necessary repairs When he came back again the third time with the same problem we replaced the battery one more time There are times, as evidenced with the Apple recall that batteries do go bad and do not charge or hold a charge The batteries that were put into his phone were fully charged and working each time when he left the store The only way it can be determined if a battery is bad is by extended usage of it When a phone is opened up for any reason, we always test it after we put it back together to make sure it functions with the basic cell phone capabilities, ie, makes and receives calls and speaker/sound works The fourth time that he returned to the store, the technician took the phone apart and found it had a bad circuit board Some cell phone problems exhibit the same symptoms so we always use the process of elimination and first go with the least costly route in the hopes of saving money for our customers which is why we replaced the battery first It turned out in this case that it was a bad circuit board that created the issues that we thought were battery related since the customer had informed us about the battery recall issue Symptoms can appear slowly and then can stop working suddenly There is no way that a bad circuit board can be detected without taking the phone apart which of course is the more costly option and is why this was the last thing that we checked Even though the technician that found the bad circuit board was a new employee of ours, he has extensive experience in cell phone repairs and is an extremely knowledgeable and competent technician When we determined we were unable to fix his phone, without hesitation we refunded all the money that he had paid us even though everything that we had done corrected the initial problems that he had We do what is right for our customers and sometimes go beyond as in this case However, we do not have a responsibility to pay him for a new phone when the ultimate issue he had was something that we did not create Cell Repair of Austin
To Whom it May Concern,
Regarding the claims against us: we were unable to establish you were a previous customer of ours. When we searched our systems we could not find your original trouble ticket and after asking you to search your bank records you couldn't give us an...
alternative date range for your original repair, nor a line item in a credit card statement/bank statement. When you brought in your phone on 2/16/15 we advised you that we would have to charge you for the screen repair as the issue with your screen separating indicated previous physical damage by you to the device. We appreciate your feedback.
Kind regards,
Cell Repair of Austin
Complaint: [redacted]
I am rejecting this response because:
Previous damage to the phone has nothing to do with the damage that was done at your store by your employee. Entered the store with an operating phone and returned to me inoperable. At that point, I can't take it to any other retailor for the one question I had because the physical and mechanical ability of the phone was changed under your care. I do not care that I have seen you before and you lost the record. That has nothing to do with the damage done at your store on that day. All I asked was that you looked into it. Not make another excuse to save yourself.
Regards,
[redacted]
To Whom it May Concern, Regarding the claims against us: we were unable to establish you were a previous customer of oursWhen we searched our systems we could not find your original trouble ticket and after asking you to search your bank records you couldn't give us an alternative date range for your original repair, nor a line item in a credit card statement/bank statementWhen you brought in your phone on 2/16/we advised you that we would have to charge you for the screen repair as the issue with your screen separating indicated previous physical damage by you to the deviceWe appreciate your feedback Kind regards, Cell Repair of Austin
Complaint: ***I am rejecting this response because:
I am writing in response to the previous letter from Austin Cell Repair
I am going to quote various parts of their response to show they aren’t telling the Revdex.com the truth in this situation.
“This letter is in response to the above referenced complaint. This customer came into the store a total of times. First time was when he needed to have his cracked screen replaced which we did in a very professional and timely manner. The customer was satisfied when he picked up his phone.”
While the above paragraph is true, they fail to point out that I was extremely unhappy when I found out the day after they repaired my phone screen that they repaired it with non-oem parts and it voided my Apple warranty. Therefore I was unable to have Apple fix my phones battery issue. They never told me that they would void my warranty with Apple. When I called they told me they were an authorized repair center
“Second time was when he wanted to purchase a new battery from us, which we sold him at cost and put it in for him. If he had wanted us to repair his power button at that time he should have asked and we would have quoted him a price and if he agreed would have done the necessary repairs.”
The second time I went in I did have them replace the battery. I’m not sure why they are even mentioning the power button. I never claimed they did or didn’t have anything to do with it. My issue is that they should have caught the new battery didn’t charge before giving my phone backIt was an easy thing to test, that should have been on their checklist they go through when returning a phone to a customer. It charged before I dropped it off with them. My phone lost functionality while in Austin Cell Repairs possession. I had to go in a third time and again all they did was put in a battery and never checked to see if it would charge (the reason I took it back in the first place)
“The fourth time that he returned to the store, the technician took the phone apart and found it had a bad circuit board. Some cell phone problems exhibit the same symptoms so we always use the process of elimination and first go with the least costly route in the hopes of saving money for our customers which is why we replaced the battery first. It turned out in this case that it was a bad circuit board that created the issues that we thought were battery related since the customer had informed us about the battery recall issue. Symptoms can appear slowly and then can stop working suddenly. There is no way that a bad circuit board can be detected without taking the phone apart which of course is the more costly option and is why this was the last thing that we checked. Even though the technician that found the bad circuit board was a new employee of ours, he has extensive experience in cell phone repairs and is an extremely knowledgeable and competent technician.”
This paragraph is just wrong. They are skewing the issue. They should have the ability to properly diagnose my phone. The tech actually told me they don’t have the proper program to test the motherboards. Therefore they just put a new battery in and hoped it would fix the issue. Furthermore I wasn’t unhappy with the fact that they had an employee that informed me he had worked for the company less than hours working on my phone. I was unhappy that he was left to deal with my customer service complaint and I never heard back from anyone in management to rectify the issue. I felt that was very unprofessional
“When we determined we were unable to fix his phone, without hesitation we refunded all the money that he had paid us even though everything that we had done corrected the initial problems that he had. We do what is right for our customers and sometimes go beyond as in this case. However, we do not have a responsibility to pay him for a new phone when the ultimate issue he had was something that we did not create.”
I’m not sure how they can say they have gone “beyond” in this case. They took away functionality that I had in my phone previous to going into their business and they still won’t admit it. I had to buy a new phone because of Austin Cell Repair. If I had not taken my phone to them it would still be working
Regards,
*** ***
December 5, 2014Revdex.com*** ** *** ***
*** ** ***Re: Complaint #***This letter is in response to the above referenced complaint This customer came into the store a total of times First time was when he needed to have his
cracked screen replaced which we did in a very professional and timely manner The customer was satisfied when he picked up his phone Second time was when he wanted to purchase a new battery from us, which we sold him at cost and put it in for him If he had wanted us to repair his power button at that time he should have asked and we would have quoted him a price and if he agreed would have done the necessary repairs When he came back again the third time with the same problem we replaced the battery one more time There are times, as evidenced with the Apple recall that batteries do go bad and do not charge or hold a charge The batteries that were put into his phone were fully charged and working each time when he left the store The only way it can be determined if a battery is bad is by extended usage of it When a phone is opened up for any reason, we always test it after we put it back together to make sure it functions with the basic cell phone capabilities, ie, makes and receives calls and speaker/sound works The fourth time that he returned to the store, the technician took the phone apart and found it had a bad circuit board Some cell phone problems exhibit the same symptoms so we always use the process of elimination and first go with the least costly route in the hopes of saving money for our customers which is why we replaced the battery first It turned out in this case that it was a bad circuit board that created the issues that we thought were battery related since the customer had informed us about the battery recall issue Symptoms can appear slowly and then can stop working suddenly There is no way that a bad circuit board can be detected without taking the phone apart which of course is the more costly option and is why this was the last thing that we checked Even though the technician that found the bad circuit board was a new employee of ours, he has extensive experience in cell phone repairs and is an extremely knowledgeable and competent technician When we determined we were unable to fix his phone, without hesitation we refunded all the money that he had paid us even though everything that we had done corrected the initial problems that he had We do what is right for our customers and sometimes go beyond as in this case However, we do not have a responsibility to pay him for a new phone when the ultimate issue he had was something that we did not create Cell Repair of Austin
To Whom it May Concern,
Regarding the claims against us: we were unable to establish you were a previous customer of ours. When we searched our systems we could not find your original trouble ticket and after asking you to search your bank records you couldn't give us an...
alternative date range for your original repair, nor a line item in a credit card statement/bank statement. When you brought in your phone on 2/16/15 we advised you that we would have to charge you for the screen repair as the issue with your screen separating indicated previous physical damage by you to the device. We appreciate your feedback.
Kind regards,
Cell Repair of Austin
Complaint: [redacted]
I am rejecting this response because:
Previous damage to the phone has nothing to do with the damage that was done at your store by your employee. Entered the store with an operating phone and returned to me inoperable. At that point, I can't take it to any other retailor for the one question I had because the physical and mechanical ability of the phone was changed under your care. I do not care that I have seen you before and you lost the record. That has nothing to do with the damage done at your store on that day. All I asked was that you looked into it. Not make another excuse to save yourself.
Regards,
[redacted]