Cellular Exclusive

[redacted] originally came in on 4-14-with her white [redacted] and requested that we fix her screen on her deviceAt this time, we informed her that the back door of the phone could possibly peel due to the type of paint that [redacted] uses for their devices This is a known issue with this device and she understood that this could possibly happenLater that day after working on the phone, the paint did in fact peel up and we immediately notified her of thisShe gave us permission to keep working on her phone and said that she would pay for a new back door for it The back door arrives on 4-15-2016, and we notify her of it being in store but she waited until about 4-19-to come in to get it replacedWhen she came back in she let us know she had an ear speaker problemSo we gladly took the phone apart to find the issueAfter finding no physical problems with the ear speaker, we replaced it with a brand new one for free without question to satisfy our customerCome to find out, the contact points that make the ear speaker work were not making contact with the logic boardOnce we fixed this issue even the original ear speaker functioned properlyWe then powered it on to check to see if it had sound, which it did and was functioning properly at the time of release to the customer About weeks later on 5-4-2016, a friend of [redacted] 's named [redacted] contacted us by phone claiming that [redacted] 's phone was in a boot loopHe then proceeded to inform us that he does his own dabbling in hardware and software work on phonesAt this point, we informed the customer that this problem would not have been a result of the hardware we had replacedI told [redacted] that we were more than happy to take another look at the device, and he replied that he would be in on 5-5-to have us take a look at the phoneWhen he came in on 5-5-2016, I found out that he had brought the phone into [redacted] and [redacted] ***'s [redacted] representative to be examinedHe then stated that the [redacted] representative had flashed new firmware on the phone to try to get the device to work properly, but had no success On 5-6-2016, I spent a good portion of the morning at [redacted] to see if they would be able to get the phone up and runningAfter no luck with [redacted] , I went to [redacted] and talked with the [redacted] representative there who in turn tried to do the same thing, and ended up with the same resultI asked him what would cause this problem, and he replied that it could be one of two things: That it could have a memory module problem, or someone tried to force update the device incorrectlyAt Cellular Exclusive, we do not do any kind of software or firmware, rooting or forced updates of any kind on any device [redacted] and [redacted] representatives both stated that changing a screen on this device would have not caused the problem that my shop is being accused of Later that day, [redacted] and [redacted] arrive at my shopAs soon as they arrived, I informed them of what was going on with her device [redacted] instantly went on the offense in a very agressive, unprofessional mannerIt was during this conversation that he became even more condesending and irrational to the extent that he turned around and wouldn't speak to me after saying multiple things that required his responseIt was at this time that I got to speak with [redacted] who seemed to be more level-headed about the situation than her counterpartI informed her that this was in no way due to the work that we did on her deviceAfter civilly talking back and forth with [redacted] for a few minutes, and finding out the situation she was in, I offered to give her back $dollars which is roughly 90% of what she paid for the phone repairIn addition, I let her keep the brand new $dollar screenThis does not include the multiple hours I spent at [redacted] and [redacted] to resolve this problem [redacted] replied that she would have to think about the offer I presented her withOn 5-17-2016, eleven days after last speaking with her, she came back in and requested the $check which I then gave her They waited eleven days to contact me about their problems and took it to someone else to be examined before coming back to my shopRegardless of who the person or company is that they brought it to, the warranty here at Cellular Exclusive states that "any internal or external repair work performed by an unauthorized person or business outside of Cellular Exclusive voids our warranty"This is clearly visible to anyone who walks into my shop They claimed that they brought the phone to someone else, and that person told them it was physically damaged on the insideNow I believe this was a fabricated story which was made up to make me seem incompetent, because they did not name or give the professional status of this person that had given them their opinion [redacted] and [redacted] ***'s [redacted] representative both saw the inside of this phone and will attest that it had no physical damage, and that the repair we performed in my shop had nothing to do with the boot loop that the phone is in [redacted] had also mentioned that he rooted his own phone in the past, which cannot be ruled out as a possible source of her phone being in a boot loop if he or anyone else attempted to force update it Finally, on 6-1-some customers that come to my shop on a regular basis informed me that [redacted] went onto a [redacted] swap and sell repair page to voice her negative opinion about my businessOn this page there were customers recommending other people to go to us for phone repairs, and she was telling everyone not to go to Cellular Exclusive for repairsSo my tech went onto the [redacted] page they were referring to and found what was saidShortly thereafter, the comments had been redacted from the page [redacted] bad-mouthed my business name across [redacted] even after I had tried to remedy the situation at hand by giving her $dollars of her money back plus a brand new $dollar screen In conclusion, I do have the full voice recorded conversation that took place on 5-6-when both [redacted] and [redacted] came inI nor anyone that I have named in this letter feel that I should be held responsible for any current issues that her phone may have or any compensation that [redacted] is seekingIn closing, we were more than fair to give her back what we didNo other repair shops of any kind would have done as much as I did to help her out Respectfully, Cellular Exclusive

To whom this concerns, Upon receipt of this letter, we
feel that the customer took advantage of what we were trying to help them withShe brought in three phones that were all non-working in a box and requested we get ONE of them working, and that we traded the labor cost for the remainder TWO *** which were all non-functioning and literally in piecesIt all initially started with her just wanting us to install the LCD that she had installed on the phone but wasn’t working for herSo we said we could try to get her screen working and if it did we would trade the dollar labor cost for her other two *** and parts that she had with her. Upon the disassembly of the *** she wanted working, we found that the power and volume flex cables were ripped, as was the battery that she provided usThe ripped parts did not work at all, and she did not inform us about any of those problemsWe called her and let her know what was going on, and that the buttons were going to be an extra dollars, and a new battery was going to be dollarsThese figures were very generous to the customer as these parts would have cost a lot more to install anywhere else because of the extra labor and time involved in installing them. It was at this time that the customer and I did not agreeSo I told the customer that I felt that we were in disagreement on how to remedy the situationThe phones that she was exchanging was not worth the amount of labor, time, and parts that we put into the phone, so I told her we would just give her all of her extra parts back and just charge her the dollars for the parts and labor, and dollars for the brand new battery which we didn’t charge anything for installationShe then was upset that this what we apparently did not agree on, but she said to go ahead and do it anywayWhen she came in days later to pick it up, she brought up the issue of the battery price once again and I told her we were firm on what we were doing and that there would be no tradesNot once since this altercation with said customer did they call me or request what they had required in the complaint letter. In response to the customer accusing us of picking through their box of non-working phones and missing the screws, we used what was needed from the extra screws she gave us to assemble her phone she wanted workingWe never took apart either of the other *** she had brought inShe received every part and phone she gave usWe were not intimidating, if anything we were accommodatingI feel that if we were not firm with this type of customer, they would have taken advantage of us and the work we do

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].Nearly all of the dates and time frames presented are not accurate. I did originally bring my phone in for repair on 4/14, and it was picked up 4/15. I was called the following week to come have my back piece put on my phone only I wasn’t able to receive the call due to my speaker not working and no audio during phone calls. If the back piece was received on 4/15, why would I have had to come back to the store a second time to have it put on? Which I have a separate receipt for. I point this out as one of many examples to show how events are not being recalled correctly and that most of this information is false. I have all events documented and conversations recorded. Including a conversation where the owner admitted that the boot loop issue started in his store after the the installation of the speaker, which there was no mention of in the business response. The boot loop is the real issue here and the subject is being completely avoided. I only took my device elsewhere AFTER being told that the business would not take any responsibility for the issue and could not do anything to fix it while it was still under Cellular Exclusive warranty. When I went to the store to voice my dissatisfaction and was threatened to have the cops called, what choice was I left at this point? No modifications were made to my phone by anyone other than Cellular Exclusive. This is not Verison’s responsibility or [redacted]’s responsibility. Cellular Exclusive did the work on my phone. I’m not interested in the opinions of any regular customers on the matter, I would just like the business to do what is right by replacing my device. Yes, I was given back my money for the part that I paid for, but I was also given back a broken phone and still paid for labor on something that I cant’t even use. I am very dissatisfied with my entire experience.
Regards,
[redacted]

[redacted] originally came in on 4-14-2016 with her white [redacted] and requested that we fix her screen on her device. At this time, we informed her that the back door of the phone could possibly peel due to the type of paint that [redacted] uses for their devices....

This is a known issue with this device and she understood that this could possibly happen. Later that day after working on the phone, the paint did in fact peel up and we immediately notified her of this. She gave us permission to keep working on her phone and said that she would pay for a new back door for it.        The back door arrives on 4-15-2016, and we notify her of it being in store but she waited until about 4-19-2016 to come in to get it replaced. When she came back in she let us know she had an ear speaker problem. So we gladly took the phone apart to find the issue. After finding no physical problems with the ear speaker, we replaced it with a brand new one for free without question to satisfy our customer. Come to find out, the contact points that make the ear speaker work were not making contact with the logic board. Once we fixed this issue even the original ear speaker functioned properly. We then powered it on to check to see if it had sound, which it did and was functioning properly at the time of release to the customer.        About 2 weeks later on 5-4-2016, a friend of [redacted]'s named [redacted] contacted us by phone claiming that [redacted]'s phone was in a boot loop. He then proceeded to inform us that he does his own dabbling in hardware and software work on phones. At this point, we informed the customer that this problem would not have been a result of the hardware we had replaced. I told [redacted] that we were more than happy to take another look at the device, and he replied that he would be in on 5-5-2016 to have us take a look at the phone. When he came in on 5-5-2016, I found out that he had brought the phone into [redacted] and [redacted]'s [redacted] representative to be examined. He then stated that the [redacted] representative had flashed new firmware on the phone to try to get the device to work properly, but had no success.        On 5-6-2016, I spent a good portion of the morning at [redacted] to see if they would be able to get the phone up and running. After no luck with [redacted], I went to [redacted] and talked with the [redacted] representative there who in turn tried to do the same thing, and ended up with the same result. I asked him what would cause this problem, and he replied that it could be one of two things: That it could have a memory module problem, or someone tried to force update the device incorrectly. At Cellular Exclusive, we do not do any kind of software or firmware, rooting or forced updates of any kind on any device. [redacted] and [redacted] representatives both stated that changing a screen on this device would have not caused the problem that my shop is being accused of.        Later that day, [redacted] and [redacted] arrive at my shop. As soon as they arrived, I informed them of what was going on with her device. [redacted] instantly went on the offense in a very agressive, unprofessional manner. It was during this conversation that he became even more condesending and irrational to the extent that he turned around and wouldn't speak to me after saying multiple things that required his response. It was at this time that I got to speak with [redacted] who seemed to be more level-headed about the situation than her counterpart. I informed her that this was in no way due to the work that we did on her device. After civilly talking back and forth with [redacted] for a few minutes, and finding out the situation she was in, I offered to give her back $200 dollars which is roughly 90% of what she paid for the phone repair. In addition, I let her keep the brand new $230 dollar screen. This does not include the multiple hours I spent at [redacted] and [redacted] to resolve this problem. [redacted] replied that she would have to think about the offer I presented her with. On 5-17-2016, eleven days after last speaking with her, she came back in and requested the $200 check which I then gave her.        They waited eleven days to contact me about their problems and took it to someone else to be examined before coming back to my shop. Regardless of who the person or company is that they brought it to, the warranty here at Cellular Exclusive states that "any internal or external repair work performed by an unauthorized person or business outside of Cellular Exclusive voids our warranty". This is clearly visible to anyone who walks into my shop.         They claimed that they brought the phone to someone else, and that person told them it was physically damaged on the inside. Now I believe this was a fabricated story which was made up to make me seem incompetent, because they did not name or give the professional status of this person that had given them their opinion. [redacted] and [redacted]'s [redacted] representative both saw the inside of this phone and will attest that it had no physical damage, and that the repair we performed in my shop had nothing to do with the boot loop that the phone is in. [redacted] had also mentioned that he rooted his own phone in the past, which cannot be ruled out as a possible source of her phone being in a boot loop if he or anyone else attempted to force update it.        Finally, on 6-1-2016 some customers that come to my shop on a regular basis informed me that [redacted] went onto a [redacted] swap and sell repair page to voice her negative opinion about my business. On this page there were customers recommending other people to go to us for phone repairs, and she was telling everyone not to go to Cellular Exclusive for repairs. So my tech went onto the [redacted] page they were referring to and found what was said. Shortly thereafter, the comments had been redacted from the page. [redacted] bad-mouthed my business name across [redacted] even after I had tried to remedy the situation at hand by giving her $200 dollars of her money back plus a brand new $230 dollar screen.        In conclusion, I do have the full voice recorded conversation that took place on 5-6-2016 when both [redacted] and [redacted] came in. I nor anyone that I have named in this letter feel that I should be held responsible for any current issues that her phone may have or any compensation that [redacted] is seeking. In closing, we were more than fair to give her back what we did. No other repair shops of any kind would have done as much as I did to help her out.        Respectfully,        Cellular Exclusive