Computer & Ink Store

After Reviewing the Video, I have decided to give you a full refund. And you can return the screen back to us, you can have another shop remove the glass, but I must warn you that there is strong adhesive on it so the person will have to remove the glass very carefully without breaking it at all. If...

the glass is damaged in any way we will not be able to take the glass back.
 
I would like to resolve this matter immediately, and we ask that you return us the screen with in 48 hours un-damaged. If you can not provide us with the screen in that time frame please notify me As soon as possible so we can make other arrangements.
 
I apologize for your un-satisfactory experience with us, this is a very rare situation we do 100's of repairs a month with out any problems what-so-ever. 
 
I hope that we can come to a resolution.
 
Thank you
[redacted]

Review: April 20, 2014: I pay $129.60 for the business to repair my cracked iPad screen. Sign is posted in the store that advertises a "30 day warranty". Their website also states "no repair, no charge".

April 27, 2014: The screen is becoming unglued. I call the business and the clerk/manager tells me that they can apply more glue.

May 8, 2014: I drop off my iPad. The business offers to apply additional glue to the existing screen.

May 10, 2014: I pick up the iPad after being re-glued.

May 17, 2014: The screen is, again, becoming un-glued.

May 31, 2014: I go to the business to request a refund, but the store manager, [redacted], says that he cannot give me a refund because the business cannot return the screen they replaced on my iPad once it has been glued. He insists on installing another new screen with "better glue". I told him to order the new screen and let me know when it is in stock. I keep my iPad in my possession for the time being.

June 5, 2014: I drop off my iPad for the repair job, and leave the iPad at the business over the weekend to ensure the new screen has time to dry and be pressed into place. This is in accordance with the manager's, [redacted]'s, recommendation.

June 10, 2014: I pick up my iPad.

June 12, 2014: The new screen is becoming unglued.

June 14, 2014: I call the business and the clerk says that he cannot issue a refund and that I should wait to contact the manager, [redacted], on Monday.

June 16, 2014: I call the store manager and ask for a refund. [redacted] says that he cannot issue a refund and that the owner is out of town. He recommends I email [redacted], the owner, to discuss the problem.

June 16, 2014: I email the owner, [redacted]:

Computer and ink store owner,

Hello. My name is Ash [redacted], a customer of yours. I originally purchased an iPad screen repair job in April 2014. Soon after, well within 30 days, I returned the iPad to your store due to the new screen becoming disbonded. Your staff returned the iPad to me after re-gluing the screen but within a day, the same problem happened. I returned the iPad a second time for another attempt at re-gluing. A day later, the screen, again, began to disbond. I asked for a refund, but your store manager, Vinnie, offered to apply a new screen that would come with a stronger glue. He also suggested leaving the iPad with your store for a few days to ensure the glue dries properly. I agreed to give your store another shot.

I picked up my iPad last week and, yet again, the screen is becoming detached just as before.

I have given your store three tries to fix the repair job. At this point, I request a refund for my original price paid. I cannot continue to spend my time bringing in my iPad to apply more glue.

Please instruct me on how to receive such a refund. Thank you.

June 24, 2014: [redacted] replies to my email:

Hello Mr [redacted]

I understand that you are emailing in regards to a refund on one of our services. Unfortunately we can not refund the labor on this service, and we are unable to put back your original old broken screen, as the original one has already been collected for electronic waste.

I am very concerned that you are having so many issues with the new screen. This is a very standard repair, and we do a min of 10 Ipad repairs just like this a week. And to date we have not had any issues like the one you are having. I would like for you to send me some images if you can, of the screen and where it is being lifted.

I would like you to also keep in mind that any device that is dropped broken, and taken apart and repaired, will never ever be exactly the same as it was when it first came out of the factory. Although we are able to come very close, it still won't be 100% exact.

We would love to take care of this issue for you, but I understand that you do not want us to work on your iPad again. So at this point I can not offer you a full refund, but I can give you a discount on this repair of $25, and I would also like to offer you a Free Ipad case which will help keep the sides of the screen held down.

Thank you

THE COMPUTER & INK STORE

"We Can Make It Work"

1440 Garnet Ave

San Diego CA, 92109

PH: ###-###-####

W: www.computerandinkstore.com

E: [redacted]@computerandinkstore.com

June 24, 2014: I respond to [redacted]'s email:

[redacted],

I am extremely disappointed in your response, and to be honest, shocked that you are unwilling to abide by your warranty. I have shown your employees the iPad each time that the screen has become unglued, so the attached videos should not come as a surprise to you. Each time, they welcomed to fix my screen, in accordance with your warranty. However, your work is simply not getting the job completed that I have paid for after three attempts. In your computer system, you will find my customer history, which will make it clear that your employees and I agreed on the condition of the iPad at each checkpoint along this journey.

Why do you have a warranty if you refuse to honor it? Do you not agree that giving you two attempts to repair an incomplete job (three total attempts at completing the job I originally paid for) is plenty, before asking for a refund? Do you expect me to come into your shop on a weekly basis in order to get the screen repaired?

My request is for a full refund of the money paid. I will return the screen that you have last placed on my iPad, but only after I get it removed from another business. I do not want the original screen returned to me. I only want my money refunded. I believe this is a fair request.

If you are unwilling to provide the refund, which is in accordance with your warranty policy, I will be forced to take this case to the Revdex.com.

Please let me know within the next 24 hours.

June 27, 2014: I have received no reply from the owner or the business. I now proceed to submit this Revdex.com complaint.Desired Settlement: I desire to receive a refund in the amount of $129.60, the original price paid including taxes.

Business

Response:

After Reviewing the Video, I have decided to give you a full refund. And you can return the screen back to us, you can have another shop remove the glass, but I must warn you that there is strong adhesive on it so the person will have to remove the glass very carefully without breaking it at all. If the glass is damaged in any way we will not be able to take the glass back.

Review: I took my laptop to have the screen fixed for a quoted price of $225. I did not have the money to pay for it upfront so one of the employees gave me the option of making payments. I wound up over the course of 2 months paying 180$ and when I came in to make my last payment they told me they did not have my computer anymore! Apparently they have a 60 day electronic recycling policy if you don't come in to pick up your computer or device. Now this is where a problem begins, I never signed or was even told of a policy that proceeds them throwing my 700$ laptop out. The manager [redacted] told me their policy was 90 days and then their policy states different. Now I was never given a receipt or signed ANYTHING THAT STATED THAT POLICY OR I WOULD NEVER HAVE BROUGHT MY BUSINESS THERE! They have no record of me signing anything or even receipts. They were suppose to email me the receipts and I never received anything from them nor have I signed any contract in accordance with that policy. They do have a record of my computer being brought in and my name is in there records. But they have a different number and no record of receipt or a signed document. The owner lives in INdia and is never present and I have gone there over 13 times since October trying to settle this matter. I will go in this week again to see if the owner is present as Over multiple efforts to settle this dispute have gone ignored. The only answer I have ever received is that its a "oh well I don't know what to tell you" scenario. No effort to settle this matter or contact me. Or to reimburse me for the service I paid for or the computer they threw out without my consent.Desired Settlement: Refund for the service I paid for and the replacement of my destroyed computer(recycled in their possession)