Cellular Exchange

Initial Business Response / [redacted] (1000, 8, 2015/07/24) */ We are a company that sells only used cell phones and refurbished cell phones we don't sell new cell phones at our storeThis customer purchased a Htc Evo 4g Lte Sprint phone from my storeWe normally stock 10-of these cell phones at our locationBeing that all these model cell phones are used they come in different grades of condition (some have scratches, chips, or heavy use)All these cell phones are sold according to condition of each cell phone (more outer wear means we sell it at a discount compared to good or great condition phone)This customer did choose to purchase a good condition cell phone opposed to the lower grade condition phone that has chips, scratches or heavy wear to outer phoneShe was never over charged for her cell phone it was sold at the correct price according to the condition of the phone About a week after this customer purchased the cell phone she came back to my store stating that out of no where her phone has all large these black lines that appeared on the LCD (inner screen that displays the picture when the phone powers on)I've been repairing damaged cell phones every day for the last years so I would consider myself a expert on cell phone repairs plus I also repaired well over of these cell phones so I know these cell phones very wellThis paticular cell phone along with the motorola android cell phones when they are dropped or sustain extreme pressure from the user then the pressurized inner glass of the LCD will create horizontal cracks on that pressured glass and then a black liquid will leak out of the cracksMost cell phones will turn all black or a big portion of the phone will turn black but this model phone has a extra coating on the LCD to help prevent the entire LCD from turning blackThis is only caused from extreme pressure being applied to a cell phone (dropping the phone is the most common reason) it can't do this from even extreme cold or heat conditions We did explain to the customer and she said that she understood and left the storeThe next day is when she came in and was complaining that we over charged her for the cell phone We do offer a warranty on cell phones but we don't offer insurance in case a customer accidentally damages there cell phoneWe will cover a cell phone if it was defected but it this case it was damaged from the customers neglect In order to resolve this issue so she can have a phone with no black lines in it I'm willing to replace the customers LCD free of charge Another option is if the customer would like to go with the lower grade cell phone (evo 4g lte) which is $cheaper from the one she has now, I'm also willing to offer her the lower grade phone (fully tested just has more outer wear) in trade from her current phone and refund her the $if she would prefer the lower grade phone instead I'm willing to help resolve this issue so I'm offering different options which is more than fair and resolves both of her issues stated in this complaintThese options will make this customer whole again and hopefully this will resolve all her cell phone issues Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't accept this response because numerous statements made are untrueFirst off, I didn't make trips to their store to complainI told Javier about all the problems with the phone and about overcharging me in one tripYou can view their cameras and see I didn't go twiceI bought the phone July and took it in July 13, the same day I filed a complaint with Revdex.com which is days, not a week like they saidI went in on the and told Javier that my phone has dead pixels and I showed it to himHe told me that I caused the damage and I told him that I didn't cause any damage to the phone and that I knew it was the pixelsI never said I understand because I didn't agree with himI also told him my phone wouldn't stay charged long and that it would suddenly die and he asked if I was using the generic charger he gave me with the phone and I told him I tried different chargers bc I have a lot of them at home and all he did was give me a charger and he said that was all he could doI then told him about all the ads they post on craigslist saying the phone he charged me $for were $and he said they were daily specialsI told him the ads don't say that and he said they only honor the price the day the ad was postedThe ads were still running and still had $They say nothing about daily specialsNow they are trying to say the price depends on the wear and use of phone which their ad doesn't say eitherIt says great conditionI left the store because I seen he wasn't willing to honor the warranty or go by their adsI went back in a minute after I left and asked for a managerHe said he was the manager so I just left because I knew he wasn't going to do anything to help meI never said I understood what he said because I didn't agree with anything he said that is why I immediately filed the complaint with Revdex.comAll I'm asking for is a phone like the one I have in great working condition like the ad says and the $they overcharged me Final Business Response / [redacted] (4000, 12, 2015/08/10) */ This customer stated her desired resolution in her statement is that she would agree to a phone that works and $refunded to her I have zero obligations to give this customer anything being that the phone was damaged when she brought it back to my storeI'm willing to agree to her resolution to get this issue resolvedShe can bring the phone in and I'll replace it with another HTC EVO 4G LTE (in similar condition to the phone she brings back, wont be exact condition since every phone is in used condition) and refund her $We will test every feature on the phone to ensure everything is working properlyI would recommend her to also test the phone before she leaves my store to ensure everything is functioning properly I'm offering everything this customer is asking for to rectify this situation

Initial Business Response /* (1000, 6, 2015/09/18) */
This customer entered my cell phone store on XX-with a Samsung Galaxy Sandroid cell phone with the cell phone screen completely brokenThe cell phone screen was so damaged there was no way to tell if anything on the phone was working
because the screen was black (nothing would display on the screen) and the front glass was completely shatteredIt's impossible to test any functions on a cell phone that has this type of extensive damage to the screen (lcd) and myself or any of my employees never heard a sound come out of his phone before the repairWe explained the risk of the repair to this customer plus explained since his cell phone has such extensive damage to the screen (lcd) we can repair only the screen (lcd/front glass) to his cell phone but we won't guarantee or warranty any other parts on his cell phone after we repair his phoneThis is done on customers cell phones with extensive damage to there screen (lcd) when we can't see if there are any other underlying issues due to the screen being blacked outHe agreed and wanted to continue with the repairWe do offer a warranty on the screen that we installed in his phoneDue to the extensive damage to this cell phone, after we explained the repair to the customer and he agreed to do this repair, to assure he understood everything about this repair and there was no miscommunication about the risk he was taking with the repair we had the customer sign a repair release of liability form before we started the repairThis customer did sign his name on the form stating he understands the nature of this repairI'm attaching the form that this customer signedThe form reads due to the nature of cell phone repairs, Cellular Exchange & employees are unable to accurately identify hidden issues inside your electronic equipment due to broken lcd or non functioning touch screen (digitizer)In some cases other problems can be present without being able to to be seen until the repair is doneConsequently, we cannot be held responsible for devices that no longer operational after we attempt repairBy signing below, you release Cellular Exchange from all liability related to your cell phone equipment
Cellular Exchange cannot be held responsible under any circumstances for non-operational devices after repair or attempted repair, or be held responsible for loss of information such as phone book, calendars, ringtones and all other end user data during the repair process
At the bottom of the form he wrote the date, his phone number, printed his name and then also signed his nameIt's in black and white with the customers signature at the bottom that he was informed about the risk of this repairI'm sympathetic to this customers frustrations but we did nothing wrong to this customers cell phone during the repair (we simply removed his broken screen and plugged in a new one) but there was a underlying issue to the main circuit board of his phone which connects to his speaker so that's why there is no soundI had a dismantled screen on a different galaxy Sand showed the customer how the phone looks internally so he could see with his own eyes that the repair was as simple as just plugging in a new screen and we never touched or entered into the compartment of the speaker or circuit board because there placed behind another layer of the phone
I'm sorry he broke his phone and everything don't work now but this was not our doing it was the customer who damaged his cell phone we repaired what the customer paid us for
I won't agree to any resolutions with this customer it was his neglect that caused all the damages to his cell phone in the first place that's why he took it to a repair shopHe signed the form stating he understood the risk of the repair and we explained everything to him many times
Initial Consumer Rebuttal /* (3000, 8, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't need my screen to hear that my sound was working when I dropped my phone offIn fact, while I whIle I was dropping my phone off at cellular exchange, he ran my credit card to pay for the screen repair, and my notification from my bank went off alerting that my card had been used for a transaction over $150, which was heard by an employee (the owners son) and a couple of customers as well, and I even made the comment to his son saying "the sound works, that was my phone crying"Despite Cellular Exchange claiming that they don't access the inner parts of my phone to repair the screen, I have called a couple of other places that repair phones, and was told it is very possible to damage other parts of the phone while repairing the screen, by being careless, or improperly installing the screenSeeing as how my sound was working when I dropped my phone off, and was not working when I picked it up, and even by their accounts had no water damage, I have no other option but to assume Cellular Exchange is responsible for the sound not workingI am not satisfied with the owner's response, and don't even feel comfortable leaving my phone with Cellular ExchangeAt this point, I just want my money back so I can take my phone to somebody I can trust and have it fixed properly
Final Consumer Response /* (4200, 13, 2015/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not only am I having to deal with the poor business ethics of Cellular Exchange, now I'm basically being called a liarI'm 100% confident that everything I have stated is the absolute truth, including my phone notification going off in the presence of the employees and customers,and me making the comment to an employee that my phone is cryingThe business surveillance system will confirm it, and if need be, I have several people that will confirm that my sound worked up until Cellular Exchange repaired itI was told by the business owner that in order to fix the sound on my phone, they'd have to break the LCD they had just put in, and charge me to replace it againNow, if he is willing to refund my money under the stipulation the he gets the LCD back, why wouldn't they have just taken it out to see what they did to my sound in the first place? I simply do not trust this business with my phone anymoreAnd in order to get the LCD back to Cellular Exchange, I would have to pay someone else to remove it, which I am not willing to do unless Cellular Exchange will reimburse me for the cost of having the LCD removed, assuming it can be removed without breaking, and for the cost of the repair to my speakerI am a business owner myself, and this entire fiasco has cost me business, headaches, inconvenience as well as moneyLike I have stated, I do not trust this business with my phone, and will not let anyone associated with Cellular Exchange attempt to remove anything or repair it
Final Business Response /* (4000, 15, 2015/09/30) */
The customers original response to a desired resolution was he wanted his sound fixedIn the customers 2nd response to the Revdex.com his desired resolution was he wanted his money refundedI did agree to this desired resolution by agreeing to offer him a full refundI just wanted to be able to remove my $screen (lcd) from the cell phone since I'm giving him a full refundThe removal of the screen is about a 15-minute process which I'm not charging a penny to do thisI offered him exactly what he told the Revdex.com what he wanted as a desired resolution to this entire matter
In this 3rd response to the Revdex.com the customer now wants a full refund plus he wants me to pay him a fee to have someone else remove the screen which he states in his response "assuming it can be removed without breaking"If that wasn't enough he also wants me to pay for his speaker to get repaired by someone elseAs to his complaints about what was said between himself and my company, we can continue to go back and forth on a he said she said sinario for months but we will never get any closer to a resolution on this issueMy company and the customers agreement to this repair is all in writing on the release of liability form (I sent a copy to the Revdex.com and have the original copy if needed).I did agree to the customers 2nd response for a desired resolution to the Revdex.com by wanting a full refundNow that I agreed to his own desired resolution he want's to change that desired resolution and now wants to receive extra monies for different things that was never in his 1st or 2nd response to a desired resolutionI do agree that this situation has caused both myself and the customer headaches and inconvenience so this is why I'm trying to resolve this matter immediatelyI will once again agree to the customers own 2nd response for a desired resolution and offer him a full refundI just want 20-minutes to remove the $screen from the cell phone (this is a reasonable request)To help resolve this situation immediately, the address on this complaint is only 5-minutes from my shop so I'm also willing to take the drive there to remove the screen then give him a full refund immediately after
I have a replacement speaker for the customers
cell phone that I will also offer to him for free (but I still believe its a different issue with his phone)
I hope the Revdex.com looks at this entire matter and understands the customer signed & dated a release of liability form for this repair so he clearly understood the nature and risk of this repair being that the phone had such extensive damageI'm trying to resolve this unfortunate situation with this customer by agreeing once again to his 2nd desired resolution to this matterI believe it's unreasonable for a customer to continue to add different demands or change there desired resolution entirely if they are truly wanting to resolve the issueIn almost years in the cell phone repair business at the same location I've always tried to personally resolve all issues with customer complaints but never had a customer continually change a resolution to a problemI believe the Revdex.com will also find that this customers last desired resolution is unreasonable for anyone to agree to

Initial Business Response /* (1000, 6, 2015/06/26) */
This lady customer brought in a cell phone with a busted lcd and front glass which means you cant see anything on the phone or if its even turned on because the screen is completely black and crackedI explained to this customer if she wants us
to put a new lcd and front glass we can do the repair but there is no way to guarantee that there is no other issues with the cell phone because its impossible to test the entire phone without the screen working
We have every customer sign a release form stating we only warranty the parts we are replacing and we will not be held liable for any other issues your cell phone might have which this customer signed and has the original copy of this signed form
I remember talking to this lady and she told me she just needed the screen repaired and wasn't worried about any other issues because she did a warranty claim with her carrier and they already gave her a new phone and she needed to send this phone back but she needed all the information off the phone
We repaired the cell phone's lcd and front glass which worked perfect and had no issues what so ever (customers complaint don't say there was a problem with the screed)
After about a week or so she came back in and told us her phones ear speaker didn't work we explained that when she first dropped her phone and broke her screen she could have damaged the ear speaker also
She stated that she thought if the screen was was repaired that the speaker would work to
I explained to her that the speaker of her cell phone has no connection to the screen that we repaired for herThis is the exact reason why we had her and every other customer sign a release form so there is no misunderstanding about the repair or any additional issues with the cell phone that can't be tested when they bring in a damaged screen (lcd & glass) on a cell phoneWe wont be held responsible to fix these additional issues
As a courtesy I did offer to install a new speaker into her cell phone but its a $repair
She told me I needed to fix her phone for free and she wasn't paying any more money because I should have told her before I fixed her phone that the speaker was bad and if I would have told her that the speaker was bad she wouldn't have fixed the screen in the first place
I explained its humanly impossible to know if her speaker was bad because the screen was cracked and you couldn't make any calls or operate the phone if the screen is black and cracked
She said she didn't care and wanted me to fix the speaker for freeI stated that we repaired the screen we where never paid to fix a broken speaker and I showed her the release form she signed and went over it with her, but she was still upset then got very rude and wanted me to repair her speaker for free
If you look at the husbands complaint it states we said we would fix the phone to new conditionNow replacing the screen and glass on there phone made it look in new condition and they are not complaining about that (which that's the only part we where paid to replace)The husband said in the complaint that the speaker STILL DIDN'T WORK after she picked up the phoneSTILL DIDN'T WORK means they knew there was a problem with the speaker before they brought the phone in to usWe where never informed or paid to repair any speaker on this customers cell phoneIf you ask this customer to provide you the cell phone release form that they signed then on the bottom it will show you next to Symptoms: Broken LcdThere is nothing there showing Bad or Broken Speaker issueThey only paid for a screen repair
I'm attaching a copy of the form that all customers sign before we do any repair on a customers phone so you can see the agreement the customer makes by having us do a cell phone repair for them
Initial Consumer Rebuttal /* (2000, 8, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting of this response though it's not really the caseThe main reason for the complaint was the attitude of the individual and it has been carried into his responseRepairing the speaker for $is not a "courtesy"It would have been the right thing to do after paying $150+ to simply fix the speakerIn addition that waiver states a guarantee for two weeks and we returned within the two weeksLesson learned, and won't be using them again or sending any business their way

Initial Business Response /* (1000, 8, 2015/08/14) */
This is a clear case of miscommunication between my store and the customer which I'm more than willing to try and resolve this issue to make the customer and my company whole so either party will not be at a lossI do sell only used cell
phones, in the industry for used cell phones it's standard to have a no refund policy (many several reasons why)I have this printed on every transaction receipt that's handed to every customer, then we highlight the no refunds, exchanges only on this receipt as we explain our day return policy to the customerAs added measures to make sure every customer is fully aware of our no refund policy on used cell phones when the customer signs there name on the credit card authorization receipt it's also printed below where the customer signs there name (I have the original receipt this customer signed if needed)I try to do everything possible to make sure every customer is aware of our day exchange only policyI also have a letter sized poster in front of my cash register that states the exact same thing about our no refund policy (exchanges only)
This customer is correct by stating that her original cell phone was badly damaged (it looked like it was ran over by a truck several times)We did agree to try and retrieve her information off this BADLY damaged phone (for free) which we did everything to try and retrieve her contacts and pictures but the mother board (the brain & memory for cell phones) of this cell phone was damaged so bad there was no way possible me or anyone else could have retrieved the information off this phone due to the extensive damage of the mother boardI have years experience repairing cell phones on a daily basis and would classify years of cell phone repair experience as a master repair technition
After we couldn't get the customers information off her damaged cell phone this is when the customer got very upset and all the problems started from thereThis cell phone that the customer purchased from my store was and still is working perfect and you can see in this complaint there is nothing mentioned about the phone being defectedIf the customer wanted a At&t Samsung Scell phone we offer a day exchange on all cell phones so we would have gladly traded it out for a At&t phone if that was the issue
With all this being said as we sit today the phone that was sold to this customer for $she had the entire amount of $refunded back to her account on 08-10-(I have the documents to prove this)So this customer has all her money like she wanted, she has been made whole by not loosing a dollar to my companyThis customer also decided to keep my $cell phone and has made zero attempts to return it back to my storeMy company is now the only victim in this situationI now have no cell phone and no money has been paid for the phone this customer has in her possessionThe customer can keep the money that was refunded to her bank account but I would just like to have my cell phone back
Once again this customer has all her money back and a $cell phone in her possession that she didn't pay a dollar forMy company on the other hand has zero dollars from this customer and now is missing a $cell phone that this customer refuses to return back to my store
I do understand the customers fustration during this entire ordeal but just because a customer is upset that don't give customers the right to keep property if there not going to pay for it
I'm hoping the Revdex.com will now help my business by formally asking the customer to do the right thing by returning my cell phone
Hopefully you can ask this customer on my behalf to return my property so we can just close this matter today
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not a simple miscommunication but a case of intentional misrepresentationThe business' staff represents one thing ("day risk free test drive") and then switches the terms in fine printMost people don't appreciate the difference between their "return" and "refund" policy and they perpetuate these sorts of misunderstandings by speaking out of both sides of their mouth
They are also incorrect in stating that did not attempt to return the phone to themWithin hours of purchasing the phone I went back to their store and attempted to return the phoneI placed it on their counter and offered it to themThis was the first time I was told they had a "no refund" policyWhen I objected to their "bait and switch" tactics and explained I would challenge them with a charge back on my credit card, they told me "go ahead, you'll be wasting your time." While they were correct that my entire experience in doing business with them has taken far too much of my time, thankfully my credit card company protected me from their fraudulent business practices and I was not charged for itI would be happy to return the phone, but I am unwilling to spend any additional time in dealing with themIf they send a pre-paid self addressed envelope to me, I will mail it back to them, but I do not feel safe coming into their store nor should I spend anymore of my time dealing with themI've already made a trip back there once and was felt threatened by their staffI won't do it againThey have never contacted me to request that the phone be returned, so I cannot understand how they can state that I "refused" to return it
Finally, they are incorrect in stating there is nothing wrong with that phoneIt's telling that they admit they gave me a Sprint phone and not an AT&T phone and claim they would have switched it for meWhat I don't understand is why they didn't simply give me an AT&T phone to begin with? That is what I asked for and what they represented they were selling meAs it was a Sprint phone and not an AT&T phone, I was not able to get numerous text messages (which caused headaches and heartaches as friends felt ignored and critical information was lost in transmission) and I was unable to set up voicemail
I remain dissatisfied by their service and rather taken aback by their responseIts offensive for them to play the victim when it was their actions that created the entire situationI will make them whole when they make me whole and compensate me for my time in dealing with their misrepresentations

Initial Business Response /* (1000, 8, 2015/07/24) */
We are a company that sells only used cell phones and refurbished cell phones we don't sell new cell phones at our store. This customer purchased a Htc Evo 4g Lte Sprint phone from my store. We normally stock 10-15 of these cell phones at our...

location. Being that all these model cell phones are used they come in different grades of condition (some have scratches, chips, or heavy use). All these cell phones are sold according to condition of each cell phone (more outer wear means we sell it at a discount compared to good or great condition phone). This customer did choose to purchase a good condition cell phone opposed to the lower grade condition phone that has chips, scratches or heavy wear to outer phone. She was never over charged for her cell phone it was sold at the correct price according to the condition of the phone.
About a week after this customer purchased the cell phone she came back to my store stating that out of no where her phone has all large these black lines
that appeared on the LCD (inner screen that displays the picture when the phone powers on). I've been repairing damaged cell phones every day for the last 13 years so I would consider myself a expert on cell phone repairs plus I also repaired well over 100 of these cell phones so I know these cell phones very well. This paticular cell phone along with the motorola android cell phones when they are dropped or sustain extreme pressure from the user then the pressurized inner glass of the LCD will create horizontal cracks on that pressured glass and then a black liquid will leak out of the cracks. Most cell phones will turn all black or a big portion of the phone will turn black but this model phone has a extra coating on the LCD to help prevent the entire LCD from turning black. This is only caused from extreme pressure being applied to a cell phone (dropping the phone is the most common reason) it can't do this from even extreme cold or heat conditions.
We did explain to the customer and she said that she understood and left the store. The next day is when she came in and was complaining that we over charged her for the cell phone.
We do offer a warranty on cell phones but we don't offer insurance in case a customer accidentally damages there cell phone. We will cover a cell phone if it was defected but it this case it was damaged from the customers neglect.
In order to resolve this issue so she can have a phone with no black lines in it I'm willing to replace the customers LCD free of charge.
Another option is if the customer would like to go with the lower grade cell phone (evo 4g lte) which is $20 cheaper from the one she has now, I'm also willing to offer her the lower grade phone (fully tested just has more outer wear) in trade from her current phone and refund her the $20 if she would prefer the lower grade phone instead.
I'm willing to help resolve this issue so I'm offering 2 different options which is more than fair and resolves both of her issues stated in this complaint. These options will make this customer whole again and hopefully this will resolve all her cell phone issues.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't accept this response because numerous statements made are untrue. First off, I didn't make 2 trips to their store to complain. I told Javier about all the problems with the phone and about overcharging me in one trip. You can view their cameras and see I didn't go twice. I bought the phone July 8 and took it in July 13, the same day I filed a complaint with Revdex.com which is 5 days, not a week like they said. I went in on the 13 and told Javier that my phone has dead pixels and I showed it to him. He told me that I caused the damage and I told him that I didn't cause any damage to the phone and that I knew it was the pixels. I never said I understand because I didn't agree with him. I also told him my phone wouldn't stay charged long and that it would suddenly die and he asked if I was using the generic charger he gave me with the phone and I told him I tried different chargers bc I have a lot of them at home and all he did was give me a charger and he said that was all he could do. I then told him about all the ads they post on craigslist saying the phone he charged me $160 for were $139 and he said they were daily specials. I told him the ads don't say that and he said they only honor the price the day the ad was posted. The ads were still running and still had $139. They say nothing about daily specials. Now they are trying to say the price depends on the wear and use of phone which their ad doesn't say either. It says great condition. I left the store because I seen he wasn't willing to honor the warranty or go by their ads. I went back in a minute after I left and asked for a manager. He said he was the manager so I just left because I knew he wasn't going to do anything to help me. I never said I understood what he said because I didn't agree with anything he said that is why I immediately filed the complaint with Revdex.com. All I'm asking for is a phone like the one I have in great working condition like the ad says and the $20 they overcharged me.
Final Business Response /* (4000, 12, 2015/08/10) */
This customer stated her desired resolution in her statement is that she would agree to a phone that works and $20 refunded to her.
I have zero obligations to give this customer anything being that the phone was damaged when she brought it back to my store. I'm willing to agree to her resolution to get this issue resolved. She can bring the phone in and I'll replace it with another HTC EVO 4G LTE (in similar condition to the phone she brings back, wont be exact condition since every phone is in used condition) and refund her $20. We will test every feature on the phone to ensure everything is working properly. I would recommend her to also test the phone before she leaves my store to ensure everything is functioning properly.
I'm offering everything this customer is asking for to rectify this situation.