CELLTECH

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 4 times. I am not pleased with their competence of iPhone cellular devices. When I originally went into the store it was only for a screen replacement. Since 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 end. Since I have had very little luck with correcting this problem with this company, I have ordered a new phone through my provider. I 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 else. Also The solutions they have included will not suffice. I 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 devices. 1. The problem with option 1 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 device. 2. If 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 beginning. Had I known I was going to go through these hardships with this company I would have gone to Apple from the very beginning. 3. The problem with option 3 is that they want me to come back to their store and have them look at my phone again when I DO NOT trust them. Customer trust is very important, building a rapport with customers is immensely important. They have burned a bridge for my service as far as phone repair. They are correct I did make a purchase of a phone case, that was to protect my iPhone. Then the day after that my screen went completely black. Also another problem with option 3 is that I work an hour away from Arlington, in Denton, Texas. When I get off of work at 5:30 and sometimes later, I have to go through the 5 o'clock traffic to get home (1 to 2 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 done. For 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 later. I cannot be re-compensated at my job if I leave earlier just to address the issues with a phone at this terrible company. Also I am a full time student in my doctoral program, so my schedule is demanding with this schedule as well. I will not miss out on taking care of my business with my courses just to go up to this store. I made adequate time by going up there at least 4 times to address the phone issue, and I have to no avail, gotten the results I expected. Therefore I DO NOT WANT TO GO TO THAT STORE AGAIN FOR PHONE REPAIR. My device is already too far gone thanks to them. I reiterate that I ONLY TOOK MY PHONE THERE FOR A SCREEN REPLACEMENT. The 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 it. What 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 place. As 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 2. I agreed to have the balance of my initial repair deducted from the amount due on my phone. They all called me a liar and their technician insulted me about it multiple times calling me stupid and incompetent. The home button issue has turned out to be more than just a home button and the internal hardware was damaged. I didn't see option 1 as a viable option since they already caused immense damage to my property. I 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 phone. Nothing was ever stated about me giving my phone back. Nevertheless, my issue with this company is past the damage to my phone, but with the attacking and insulting done by the company. I 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 owner. I'm a business owner myself and I'm absolutely appalled by the professionalism and handling of every party involved. The only one who handled he situation with any modesty was a separate sales associate who made th aggressive technician stop insulting me. Only fix for this issue would be a apple technician repairing the internal hardware to the phone because the damage surpasses a simple button replacement. I refuse to get more service done by a company who treats their customers as so. If 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]

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.

Trust this mail finds you in good health and fine spirit.Sorry for the late reply. In fact I called up the customer and spoke with him the same day I received the mail from you. We have decided to install him a brand new LCD and also to fix if anything else required. Customer said he will call...

us and come over to the store to get it fixed.We will  definitely take care of the customer..Warm Regards[redacted].

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]

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 5 hours during which the customer would be a given a new phone as a loner so that theirmode of communication/business is not effected2. The 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 245 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 245 dollars and give us 5 hrs to resolve the issue.