CPR Cell Phone Repair Burleson

This is *** with CPR Cell Phone repair, and I am reaching out to you to respond to the complaint left on January 6, 2020 (Complaint ID# ***). I have fully read the complaint that the customer has left and I clearly remember everything about this customer and their times in the store as well as phone calls.

On October 24, 2019, The customer and her husband came in to the store at closing time because there phone was not turning on properly and just boot looping and the screen was being forced up off the frame of the phone. The customer requsted to have the battery replaced because they said it wont turn on with it like this and tried to push the screen down to show me that if you smash the screen down it turns on a little bit. I informed them please dont do that because they are pushing on a very pressurized Lithium ion battery which could cause it to explode causing an instant fire as well as the risk of breaking the screen doing that. I told them that HTC as well as LG phones are Notorious for having battery issues like this and we see it all the time. And shared my story with the customer how I actually had the HTC also once and had alot of issues with mine as well until I eventually switched to the iphone and now I don't seem to have anymore issues like these. I was not Trash talking their phone of choice as the customer states, I was just trying to inform and educate the customer on why this may be happening and sharing my personal experience in a nice and professional manner.

After opening the phone the next day I found that this phone was refurbished and had been worked on at least one other time before us. I found several issues with the previous repairs done by someone else and not with our company including but not limited to missing brackets, screws and alot of tape in areas it should not be and could cause possible damage if tried to be removed, especially since the tape was on sensitive areas. Whoever had worked on this phone previously clearly didn't know what they were doing. The screws that hold the battery connector down was missing which would explain why when they pressed on the screen it would start to try and turn on. The Battery that was in the phone was not adhered to the frame which could cause movement in the phone disconnecting the battery. We replaced the battery for the customer and informed them of our findings when they came to pick it up the next day after the repair. However they called a couple days later complaining that the back button sensor wasn't working properly. I told them to bring the Phone back in and that we would look at it to see if there are any loose connections on the board that could be causing that or look for any signs of damage. They agreed and brought the phone in, once again it was towards closing time so we weren't able to look at it until the morning time (which the customer states that we refused to look at the phone again or we would charge them, which is inaccurate since we opened the phone the next morning and inspected for damage to the ribbon or loose connections freely and were the ones who invited them in to have it looked at, at no charge). We found none of the following and informed them of this via phone and that it could be that the part needs to be replaced since the ribbon actually adheres to the screen and since there was so much pressure pulling on that ribbon from the screen being forced up it may have caused the ribbon to no longer work. I told them what the charge would be to have this repaired but they began to state that it was our fault and that the phone wasn't doing this before we repaired the battery.

I informed the customer several times that the phone was not properly turning on to even confirm or deny that it was working since the phone didn't even turn on. She kept stating that it was working for sure before we touched it, which I responded to her that it is more than likely the fact that the force from the screen lifting during the damage caused this issue and they would never have known since the phone wouldn't turn on for them. I tried to help them out and told them that we would do it for a discounted cost to help them out, which she seemed fine with at first and told me that she would talk to her husband and let me know. This was all several months ago and I have never heard anything from her until I received this complaint. Is there anyway to see the company receipt ticket print out showing the notes of their findings on the receipt as well as date and time in the system of the repair shop she states she took it to, just like I have supplied in the email?

We have gone above and beyond trying to resolve this issue for the customer as we do with all of our customers. We have the Highest *** rating in our Industry Nationwide as well as our home city where I am located. We pride ourselves on Customer service and properly educating our customer of their repairs and issues, as well as how to prevent them. I am sorry that we have gotten to this point but we had even offered to do the repair at a discounted rate, which the customer before was wanting a full refund as well as that new repair done for free, which we just couldn't offer.

Thank you

I am sorry to hear that you reject our response, however everything that was stated on our end was true. As far as the pry marks go that you are speaking about, I have addressed that with you as well when you inquired about them at the store asking if that was us who did that or if it was from the previous repairs on your phone since this phone had obliviously been worked on before due to all the damage , missing parts, as well as poor quality repair in the past since this was purchased as a used phone online which was refurbished. I showed you in the store what we use to open that screen since it is just double sided adhesive which you warm up to loosen the adhesive and we use a plastic playing card to slide under the screen to break the adhesive loose. There is zero prying required, and if we id try and pry up the screen with a plastic playing card then the card would just bend and rip, not eh metal frame on your phone. As far as all these different prices you are saying goes, we never asked you for more money ever to look at your phone or open it again to view for damage. the only time we asked you for more money is when we asked if you wanted us to do the repair you required. It was not 10% off either that we offered, we offered you cost plus 10%. Everything that we have stated is true and correct, and I apologize that you feel this way or went to another repair shop for the repair. I must remind you of the facts of this issue, is that the phone was NOT turning on or working and the screen was lifting up by the pressure of the battery causing stress on these ribbons that are bad when it was brought into the store. So there could have been no way for either of us to verify that anything was working properly if the phone itself wast even working properly and you must understand that when an issue like your phone had can easily cause other issues to happen in your phone, especially this particular part that was bad because the ribbon was being pulled on by the screen as it was lifting by the force of pressure. We looked at the phone again for you for Free, and even offered a discounted rate for the repair which would have been cheaper than where you had gone. I apologize it has got to this point but we have done everything correct, and have gone out of way to try and help you and your husband out.