Cellular Mobile Services

Ms [redacted] first presented to our [redacted] location on September 23, for the repair of a cracked screen on her [redacted] *When the repair was completed Ms [redacted] was advised as to the terms and conditions relating to our month Warranty and Liability Waiver by our employee, [redacted] [redacted] Ms [redacted] then initialed and signed our liability Waiver acknowledging the terms and conditions therein, a copy of which is enclosed for your referenceMs [redacted] further signed the Warranty document acknowledging said warranty expressly" does not" apply to a new cracked screenThe original signed Warranty was given to Ms [redacted] at that timeA copy of our Warranty form is also enclosed for your referenceIt was not until October 22, that Ms [redacted] called to complaint that we had not done a good job and as a result and the screen became loose and then crackedShe was advised by [redacted] that Warranty did not apply to any screen which cracked subsequent to the initial repairHowever, to bring the phone in with the Warranty and [redacted] would see what see could doOn October 24, 2016, Ms [redacted] presented to our [redacted] location and spoke to [redacted] , she did not have her Copy of the Warranty and claimed that her name [redacted] and not [redacted] She reiterated what she had said over the phone on October 22, and was once again advised that the warranty expressly did not cover a new cracked screenshe asked to speak with the manager, however, our manager was not available at the timeIt should be noted that at no time, either on the phone or in person, did Ms [redacted] ever state that there was a problem with the finger print action on the phoneMs [redacted] became very belligerent and threatening, so [redacted] called meI explained to Ms [redacted] our policy and in effort to resolve the issue amicably offered to do the repair at our costMs [redacted] refused and would be happywith nothing less than a new repair or full refundOur company always prides itself on our customer service and will always go out of the way to make our customers happyHowever, in this instance there was no pleasing Ms [redacted] Please do not hesitate to contact me should you have any questions

This letter is in response to your request for information on the complaint filed by Ms***In June of 2016, the customer presented to us for repair her *** * screen and was provided with a month warrantySubsequently she returned to our store demanding a full refundShe stated that she
began to have issues with the phone, however, rather than returning it to us with the warranty so that we might correct the problem, she took the phone to the *** *** instead and used her *** *** to trade in the phone for the purchase of a new phoneWe would have been willing to give the customer a refund had we been provided with the opportunity to repair the problem and received the defective part so that it could be returned to the manufacturer

Ms. [redacted] first presented to our [redacted] location on September 23, 2016 for the repair of a cracked screen on her [redacted]. When the repair was completed Ms. [redacted] was advised as to the terms and conditions relating to our 3 month Warranty and Liability Waiver by our employee, [redacted]...

[redacted]. Ms. [redacted] then initialed and signed our liability Waiver acknowledging the terms and conditions therein, a copy of which is enclosed for your reference. Ms. [redacted] further signed the Warranty document acknowledging said warranty expressly. " does not" apply to a new cracked screen. The original signed Warranty was given to Ms. [redacted] at that time. A copy of our Warranty form is also enclosed for your reference. It was not until October 22, 2016 that Ms. [redacted] called to complaint that we had not done a good job and as a result and the screen became loose and then cracked. She was advised by [redacted] that Warranty did not apply to any screen which cracked subsequent to the initial repair. However, to bring the phone in with the Warranty and [redacted] would see what see could do. On October 24, 2016, Ms. [redacted] presented to our [redacted] location and spoke to [redacted], she did not have her Copy of the Warranty and claimed that her name [redacted] and not [redacted]. She reiterated what she had said over the phone on October 22, 2016 and was once again advised that the warranty expressly did not cover a new cracked screen. she asked to speak with the manager, however, our manager was not available at the time. It should be noted that at no time, either on the phone or in person, did Ms. [redacted] ever state that there was a problem with the finger print action on the phone. Ms. [redacted] became very belligerent and threatening, so [redacted] called me. I explained to Ms. [redacted] our policy and in effort to resolve the issue amicably offered to do the repair at our cost. Ms. [redacted] refused and would be happywith nothing less than a new repair or full refund. Our company always prides itself on our customer service and will always go out of the way to make our customers happy. However, in this instance there was no pleasing Ms. [redacted]. Please do not hesitate to contact me should you have any questions.