CELLTECH

With regard to the customer query, we have been trying to get in touch with the customerBut in vainNo response till dateThe last time we spoke with the customer was a month back after fixing the phone and everything was goodThe customer had called to inform that the phone worked without any problem for days and she even came to the store and bought stuffs worth $But the very next day she called and informed us that her phone turned off suddenly and she is unable to turn it onshe tried charging and doing a hard resetwe told her to come to the store for warranty diagnosticsShe said she will be coming the next day as she was in jobBut then from then till today she had never called uswhenever we tried calling the customer, it rings and goes to the voice mailwe even left voice mail multiple times, but no responsewe intend to help the customer, but then it looks as if the customer is not interested in it.We have options for herShe can bring her phone back to the store and we will fix it under the warranty I suggest that she waits at the store for couple of hours to diagnose the phone fully and make sure the device is fully operational before we return to herIf she likes, we will put the broken screen back and refund her with the amount she paidif we are not able to fix it than she can provide us with her apple and icloud login and password and we will take it to apple store for further diagnoses or she can do the sameRegards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have been back to that store for the company to diagnose and correct the problem with my phone timesI am not pleased with their competence of iPhone cellular devicesWhen I originally went into the store it was only for a screen replacementSince this company has worked on my phone it has blacked out several times, I can't be heard through my ear piece (which was not broken or a problem originally), the battery life dies faster, when I am speaking on the phone commands automatically activate (Example: I'm on the phone speaking with my mother and suddenly my phone mutes itself or the speaker device goes off without me pressing it or activating it)I do not trust this company to deliver on their endSince I have had very little luck with correcting this problem with this company, I have ordered a new phone through my providerI still have to pay off the phone that they damaged, but I refuse to try to continue to go up there for them to fix the problem when I have went up there several times, taken time out of my schedule to try to stay up there while they address the problem, or anything elseAlso The solutions they have included will not sufficeI have hired an attorney to assist me with taking this company to small claims court and I have kept excellent records so that I can proceed forward with acquiring the funds for my original damaged devicesThe problem with option is that they are offering to put the cracked screen back on my phone however, it does not address the other glitches and malfunctions that are occurring to my phone since these people have touched my deviceIf this company has this many problems with fixing the iPhones and other devices then the best practice is to refer the client to Apple store from the very beginningHad I known I was going to go through these hardships with this company I would have gone to Apple from the very beginningThe problem with option is that they want me to come back to their store and have them look at my phone again when I DO NOT trust themCustomer trust is very important, building a rapport with customers is immensely importantThey have burned a bridge for my service as far as phone repairThey are correct I did make a purchase of a phone case, that was to protect my iPhoneThen the day after that my screen went completely blackAlso another problem with option is that I work an hour away from Arlington, in Denton, TexasWhen I get off of work at 5:and sometimes later, I have to go through the o'clock traffic to get home (to hours of a commute)When I get home to my area I still have to run errands, take care of family needs, get myself prepared for the next work day, or whatever else needs to be doneFor this reason it makes it very difficult to go up there to their store several times for my phone to be damaged all over again a few days laterI cannot be re-compensated at my job if I leave earlier just to address the issues with a phone at this terrible companyAlso I am a full time student in my doctoral program, so my schedule is demanding with this schedule as wellI will not miss out on taking care of my business with my courses just to go up to this storeI made adequate time by going up there at least times to address the phone issue, and I have to no avail, gotten the results I expectedTherefore I DO NOT WANT TO GO TO THAT STORE AGAIN FOR PHONE REPAIRMy device is already too far gone thanks to themI reiterate that I ONLY TOOK MY PHONE THERE FOR A SCREEN REPLACEMENTThe result was: quickly drained battery, malfunctioning buttons on phone call, very very low volume through ear piece on the phone, had to speak to people who called me through headphones because they couldn't hear me without them, and several times complete screen black out THREE TIMES I reject these solutions, I will not change my reviews of their services on any of the review websites and I would appreciate if they stopped harassing me about removing itWhat I shared is the truth and I am very displeased with both their services and the solutions that they provided when they are the reason my phone is broken in the first placeAs a end result I'm pissed off I had to buy a new phone just to be able to call people at my job and in my personal life all because they destroyed my phone, which was working fine when I first took it to them, but the screen was cracked Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.I never agreed over the phone to do option I agreed to have the balance of my initial repair deducted from the amount due on my phoneThey all called me a liar and their technician insulted me about it multiple times calling me stupid and incompetentThe home button issue has turned out to be more than just a home button and the internal hardware was damagedI didn't see option as a viable option since they already caused immense damage to my propertyI tried to request a recording of our phone conversation, as a business should record their customer service, but alas they did not have a recording where we agreed to pay off my phoneNothing was ever stated about me giving my phone backNevertheless, my issue with this company is past the damage to my phone, but with the attacking and insulting done by the companyI am not one to make complaints, as I never have before, but I've never dealt with a company in my life whom on top of having a unprofessional employee, had a hostile and lying ownerI'm a business owner myself and I'm absolutely appalled by the professionalism and handling of every party involvedThe only one who handled he situation with any modesty was a separate sales associate who made th aggressive technician stop insulting meOnly fix for this issue would be a apple technician repairing the internal hardware to the phone because the damage surpasses a simple button replacementI refuse to get more service done by a company who treats their customers as soIf you disagree with my demand, we can move on from this but I want other consumers to be aware of the negligence of this company Regards, [redacted]

Let me begin by restating what has already been stated:- the business does not disagree messing up the home button for which we offered two solutions:1.leave the phone for hours during which the customer would be a given a new phone as a loner so that theirmode of communication/business is not effectedThe customer will be given the trade in value of his phone in exchange for their phone turned in( he was specificallyasked to delete all pictures/messages and backup up his phone if he agrees to this option)Let me also add here that the customer remembers the conversation to the point where he will be given the reimbursement and has to back up his data but cannot conjure anything about turning his phone in- the customer has already been given dollars and has retained his own phone with his screen fixed up- we still offer to fix up the customers device given that they return the dollars and give us hrs to resolve the issue

Complaint: [redacted] I am rejecting this response because: I want it repaired at apple and I will not pay them a penny more Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] advised that the LCD in the was was replaced and ONCE AGAIN as I advised before no physical damage had been done to the phoneI have been saying that the LCD part replace had to have been defected because the screen was flickering on the 1st nightThey are refusing to own up to the fact that they used a defected part and to repair the phoneI have attached photos so you can see that NO scratches, dings or NO indication of the phone can show to be damagedAll they did was repair the cracked screenThe LCD part failed as they are insisting that the phone was damaged on our end and it WAS NOT!!! I refuse to allow them to just take $of my hard earned moneyIf I have to pursue further legal actions I will and will request that not only replace my $but also cover any legal fees that may be accessed Regards, [redacted] ***

We have informed the customer telephonically that she can collect a new LG infinum and has agreed to this resolution which is to her satisfaction

We track our repair by a ticket numbers Please we need the repair ticket number

Let me begin by saying that whatever is stated here in my response is pure facts and not just some defensive commentsThe home button was messed up by our technician for which the customer was offered two solutions: a loner phone in lieu of the hours required to solder the home button or the
difference of the amount paid versus the trade in value of your phone upon surrendering his phoneOur customer service manager spoke to him about these options telephonically and he specifically agreed to option number twoUpon coming to the store, he denied being told of giving up the phoneNonetheless, we finally obliged and he walked off with dollars (including the partial refind made day one when the problem arose) and his own phoneThis was a solution he agreed upon and the company took the entire brunt, so we feel being taken advantage of inspite of doing our best to help him out. We paid the customer dollars for a dollar repair because he was was too adamant and did not want any other solution I personally told him that I will repair his phone in hours and will also provide a loner phone so he will not be without a phone and also will drop it to him at this preferred location after the repair is done so he does not have to take out time and visit the store again and he does not have to pay for this repair as wellBut he said give me and I will be out of here We promised him before so we gave him despite of him agreeing on on the phone call

The customer came in a with a cracked which was not switching on and had already been repaired from another repair shop beforeThey agreed to get it repairedAfter the screen was repaired the first time, the customer returned after hours since the Screen was glitchingWe agreed to switch it out
and tried screens which kept resulting in the same problem. In an attempt to resolve the issue, the area manager also got some screens from another location to try them out which consumed some timeOne of the screens did work fine on the customers phone but due to an existing dent on it, one of the sides could not flush well. The customer then insisted that they would not pay for it and expected that he walk out with a new screenThe area manager then intervened and offered the following options:- pay the price agreed upon with a percent discount offered - replace the new screen with the customers old screen and they can get it done from a different repair store- leave the phone with us for a day and we will have it re-repaired from the head technician- customer pay for the repair now and take it to the head technician's mall themselves the next day to get it taken care ofThe customer did not agree to any of the above and insisted to walk out without paying for the repairAdditionally, they kept arguing on paying dollars for the screen price as that is what they felt is the market priceEventually, the area manager agreed to waive off all charges and still offered the customer to go the other mall in case they wanted to have the problem fixedThe customer agreed to this but didn't turn up the other day.Regards***

Would it be possible to bring the phone back so we will take care of it

I discussed with Mr.*** on this issue.Customer came to fix his phone and we fixed the phoneLater he returned back after some days with complaints of screenOn our diagnostics, we understood that the LCD was physically damagedWe had clearly stated that our warranty does not cover Physical
damages after the phone was fixed and tested out in the first place.We have days malfunction warranty on all our repairs no physical damage though. Regards

I went through the trail mail as well as the pictures.Once we replace the screen, as technicians we check every component of the phone if it's working or notOnce customer's confirms everything working good, then only we charge for the repair.From the pics it looks like there is a LCD damage which is not happened from our side.We can try checking the connectors of the same screen once again for the customerIf the problem remains the same, then I am sorry we can't do anything.RegardsCelltech Parks

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
Ms*** does not have a ticket number and does not remember receiving any documentation when she took the phone in for repairsShe advised she worked directly with Z*** whom in fact told her to take her phone to the *** StoreUpon having a representative from *** look at her phone when she was advised they were not able to assist her with the repair since the replacement screen was not installed properly. She is now requesting at the very least a 50% refund for the replacement of her improperly installed screen*** ***

We track our repair by a ticket numbers.
Please we need the repair ticket number

To whom it may concern. The issue was resolved with the customer and the customer was refunded the money for the repair. Please see attached file with customers signature and verification.Also, Please let me know if any further action is required. Thanks and Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] advised that the LCD in the was was replaced and ONCE AGAIN  as I advised before no physical damage had been done to the phone. I have been saying that the LCD part replace had to have been defected because the screen was flickering on the 1st night. They are refusing to own up to the fact that they used a defected part and to repair the phone. I have attached photos so you can see that NO scratches, dings or NO indication of the phone can show to be damaged. All they did was repair the cracked screen. The LCD part failed as they are insisting that the phone was damaged on our end and it WAS NOT!!! I refuse to allow them to just take $118 of my hard earned money. If I have to pursue further legal actions I will and will request that not only replace my $118 but also cover any legal fees that may be accessed.
Regards,
[redacted]

The customer came in initially for a repair wherein her screen was replaced for an exceptionally low price and she wasnt offered any warranty. The phone was handed over to her in excellent condition. She came back the next day claiming that her phone stopped working last evening so she took it...

in to another repair shop who opened the phone to diagnose it. The repair shop she took it to claimed that a part which didnt exist had been messed up which was causing the screen to not turn on.  This was clearly explained to her as well. Further, taking your device to another repair store automatically voids any warranty offered which wasnt offered in the first place. We offered to replace her screen for another one with a charge but she didnt agree to the price so she left. Regards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is satisfactory to me. However, November 17th was my first hearing from them since October 15th. During this time of not hearing from them I purchased another headset because I was tired of the initial back and forth without a resolution.  This complaint can now be closed.
Regards,
[redacted]

With regard to the customer query, we have been trying to get in touch with the customer. But in vain. No response till date. The last time we spoke with the customer was a month back after fixing the phone and everything was good. The customer had called to inform that the phone worked without any...

problem for 2 days and she even came to the store and bought stuffs worth $80. But the very next day she called and informed us that her phone turned off suddenly and she is unable to turn it on. she tried charging and doing a hard reset. we told her to come to the store for warranty diagnostics. She said she will be coming the next day as she was in job. But then from then till today she had never called us. whenever we tried calling the customer, it rings and goes to the voice mail. we even left voice mail multiple times, but no response. we intend to help the customer, but then it looks as if the customer is not interested in it.We have 3 options for her.1. She can bring her phone back to the store and we will fix it under the warranty . I suggest that she waits at the store for couple of hours to diagnose the phone fully and make sure the device is fully operational before we return to her. 2. If she likes, we will put the broken screen back and refund her with the amount she paid.3. if we are not able to fix it than she can provide us with her apple and icloud login and password and we will take it to apple store for further diagnoses or she can do the same. Regards,[redacted]