CPR - Cell Phone Repair of Elk Grove

The customer has had several repairs completed to his satisfaction, as he noted During his last visit, his phone was experiencing a known manufacturer’s defect with the microphone We tried several times to explain this to him A manufacturer’s defect, by definition, is not something that we caused and it is not something we can fix.We gave him several options to repair his phone, one of which involved sending the phone back to Motorola, per the instructions provided by Motorola We also provided several other options, none of which the customer accepted.Because we could not fix his phone for free, he became angry and he began cursing at our employees This customer will not be allowed back in our store for any reason, because he was yelling and cursing at our employees and we can offer him no further assistance in repairing his phone

Company stated that they have a couple issues with this consumers complaintFirst, the consumer opened the cell phone on his own and that void the warrantySecond, they ask for the consumer to bring the phone in and he will notThey also stated that they have already gave the consumer his $back that he paid

In response to your letter dated August 22, 2014, I am attaching a copy of the documentation signed by [redacted] on July 26, The original document was printed on thermal paper from an electronic printer, so I had to cut the document into three parts to photocopy it in ¡ts entirety The section I have identified as “#1” is the section wherein we describe that we cannot be responsible for devices that are non-operational after an attempted repairThe section J have identified as ‘#2” outlines Ms*** agreement to pay a non-refundable $bench fee In her response dated August 22, 2014, Ms** claims: “...my cousin did not attempt to fix the phone, all she did was replace the screen, and she did not mess with the motherboard...” I would like to point out that replacing the screen IS fixing the phone, and while she believes her cousin did not ‘mess with” the motherboard, the screen is, in fact, attached to the motherboard so she could not have replaced the screen without coming in contact with the motherboard Contrary to what Ms** claims is “ in small print...” in her August response, you can see from the attached document that the risks were clearly outlined for her and she Initialed the disclaimer in three places and signed in a fourth placeWe are very transparent about the risks associated with all electronic repairs and that ¡s why our disclaimers very clearly outline those potential risks I believe I have provided all the necessary Information to close this claim and I will reiterate once again that based on the extent of the diagnostic work we performed and the time we spent, in addition to the clearly outlined disclaimers signed by Ms**, we will not be providing a refund in this casePlease also note on the attached document in the section I have identified as #3”, Ms** has days to pick up the device before it becomes the property of CPR — Cell Phone RepairMs** was notified on August 13, that there was nothing further we could do to her device, so she should have picked it up by August If the device ¡s not picked up by August 31, we will assume she has decided not to pick it up and it will become our property

I am rejecting this response because: The claims made in CPR's response are inaccurate because my cousin did not "attempt" to fix the phone, all she did was replace the screen, and she did not mess with the motherboardAlso, when I dropped off the phone, I was told that it would cost $to diagnose the problem and was told nothing about a "discount" Unfortunately according to their response they could not diagnose the problem and due to the nature of their disclaimer saying that I could lose ringtones, memory, etcetera they did not include that there was a possibility that the phone would be returned to me incapable of turning onI understand if the problem was unrepairable and the phone was returned to me in the same condition that it was in when I brought it in, but the phone cannot even be turned onIf the phone was returned to me the way it was, my son may not be able to use the phone for anything that requires wifi, but he could still play certain gamesI spoke to countless people and we all understand the possibilities of memory loss but we do not understand how it can be returned completely brokenWhen they take in your phone they inspect your phone to see what works and what doesn't, but what is the point of inspecting the phone if it's going to be returned in a different conditionIf I'm taking the risk of paying $with the chance of my phone being broken when it's returned to me, then the disclaimer should not be in small print but in a large sign for everyone to see

We have contacted this customer directly, using the contact information he provided, in an attempt to fully understand and seek solutions to his issue

After sending my complaint I got an email from the store to call themWhen I called the representative was very rude and told me there is nothing I can do to hurt their business, and that they will not fix my phone, although it was under warrantyDo I need to file another complaint or are you going to re-open my case

The customer has had several repairs completed to his satisfaction, as he noted. During his last visit, his phone was experiencing a known manufacturer’s defect with the microphone. We tried several times
to explain this to him. A manufacturer’s defect, by definition, is not something that we caused and it is not something we can fixWe gave him several options to repair his phone, one of which involved sending the phone back to Motorola, per the instructions provided by Motorola. We also provided several other options, none of which the customer acceptedBecause we could not fix his phone for free, he became angry and he began cursing at our employees. This customer will not be allowed back in our store for any reason, because he was yelling and cursing at our employees and we can offer him no further assistance in repairing his phone

I am rejecting this response because: My Phone had no malfunctions just a cracked glass, I did a factory default on my phone before I let them work on it, for privacy reasons, they always ask for your password and that exposes all your info and credit cards and email the last time they worked on my I was very satisfiedand one week later my Discover card was being used in southern California, the only place my Discover Card is on my phoneand I told the one guy who I saw and claimed to be Manager,
I think what I said must have pissed him off, about an hour later one guy Calls my and says (I Cracked your screen while trying to repair it ) when I got there my phone totally Jacked up, the Screen was creaked all over worse than I gave it to them, Speaker covers top and bottom are both missing I can see the green circuit board right through the phonehe said he will order parts to fix, we tested my phonewhen loud speaker is activated microphone goes mutehe said you can use head phoneshead phones same thing mic goes mute, or use blue tooth, at this point I am pissed, now he talking to me like I was born yesterday,
Something needs to done, I Totally got Screwed on this, and yes I did curse only at that jack off that was talking to me like I was a dumb as, every one else was in the back every thing he is now saying is a lie run the company video tape back, bet it is now missing or not recording that day,
Something need to be done, Factory default did not damage my phone and sure not help after the dam edges that done to my phone, the manager has Con flicked resolution skills, the way he was talking is not good, Business

I am rejecting this response because: My Phone had no malfunctions just a cracked glass, I did a factory default on my phone before I let them work on it, for privacy reasons, they always ask for your password and that exposes all your info and credit cards and email the last time they worked on my I was very satisfiedand one week later my Discover card was being used in southern California, the only place my Discover Card is on my phoneand I told the one guy who I saw and claimed to be Manager, I think what I said must have pissed him off, about an hour later one guy Calls my and says (I Cracked your screen while trying to repair it ) when I got there my phone totally Jacked up, the Screen was creaked all over worse than I gave it to them, Speaker covers top and bottom are both missing I can see the green circuit board right through the phonehe said he will order parts to fix, we tested my phonewhen loud speaker is activated microphone goes mutehe said you can use head phoneshead phones same thing mic goes mute, or use blue tooth, at this point I am pissed, now he talking to me like I was born yesterday, Something needs to done, I Totally got Screwed on this, and yes I did curse only at that jack off that was talking to me like I was a dumb as, every one else was in the back every thing he is now saying is a lie run the company video tape back, bet it is now missing or not recording that day, Something need to be done, Factory default did not damage my phone and sure not help after the dam edges that done to my phone, the manager has Con flicked resolution skills, the way he was talking is not good, Business

The customer has had several repairs completed to his satisfaction, as he noted.  During his last visit, his phone was experiencing a known manufacturer’s defect with the microphone.  We tried several times to explain this to him.  A manufacturer’s defect, by definition, is not...

something that we caused and it is not something we can fix.We gave him several options to repair his phone, one of which involved sending the phone back to Motorola, per the instructions provided by Motorola.  We also provided several other options, none of which the customer accepted.Because we could not fix his phone for free, he became angry and he began cursing at our employees.  This customer will not be allowed back in our store for any reason, because he was yelling and cursing at our employees and we can offer him no further assistance in repairing his phone.

In response to your letter dated August 22, 2014, I am attaching a copy of the documentation signed by [redacted] on July 26, 2014. The original document was printed on thermal paper from an electronic printer, so I had to cut the document into three parts to photocopy it in ¡ts entirety.
The section I have identified as “#1” is the section wherein we describe that we cannot be responsible for devices that are non-operational after an attempted repair. The section J have identified as ‘#2” outlines Ms. [redacted] agreement to pay a non-refundable $35 bench fee.
In her response dated August 22, 2014, Ms. ** claims:
“...my cousin did not attempt to fix the phone, all she did was replace the screen, and she did not mess with the motherboard...”
I would like to point out that replacing the screen IS fixing the phone, and while she believes her cousin did not ‘mess with” the motherboard, the screen is, in fact, attached to the motherboard so she could not have replaced the screen without coming in contact with the motherboard.
Contrary to what Ms. ** claims is “…in small print...” in her August 22 response, you can see from the attached document that the risks were clearly outlined for her and she Initialed the disclaimer in three places and signed in a fourth place. We are very transparent about the risks associated with all electronic repairs and that ¡s why our disclaimers very clearly outline those potential risks.
  I believe I have provided all the necessary Information to close this claim and I will reiterate once again that based on the extent of the diagnostic work we performed and the time we spent, in addition to the clearly outlined disclaimers signed by Ms. **, we will not be providing a refund in this case. Please also note on the attached document in the section I have identified as #3”, Ms. ** has 7 days to pick up the device before it becomes the property of CPR — Cell Phone Repair. Ms. ** was notified on August 13, 2014 that there was nothing further we could do to her device, so she should have picked it up by August 20. If the device ¡s not picked up by August 31, 2014 we will assume she has decided not to pick it up and it will become our property.

Company stated that they have a couple issues with this consumers...

complaint. First, the consumer opened the cell phone on his own and that void the warranty. Second, they ask for the consumer to bring the phone in and he will not. They also stated that they have already gave the consumer his $35 back that he paid.

The customer brought an iPhone in to our shop because it had been worked on by her cousin and after her cousin's attempted repair, the wifi no longer worked. We normally charge a minimum $55 charge for motherboard rework,...

but we gave her a discounted rate of $35 to review the issue. She signed multiple disclaimers when she approved the work, including the following disclaimer: "Due to the nature of electronics repair, CPR employees cannot accurately identify hidden issues inside your electronic equipment. Consequently, we cannot be held responsible for devices that are no longer operational after we attempt repair. By signing below, you release CPR from all liability related to your electronic equipment. CPR 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 books, calendars, ring tones, music and all other end user data during the repair process." We worked on the phone for several weeks, researching various options and performing various procedures - including replacing a duplexer on the motherboard - trying to bring the phone to full functionality. We spoke with the customer multiple times during this time period (July 28, July 30, Aug 1, Aug 8, Aug 9, Aug 12, Aug 13)and advised her on multiple occasions that the damage to the phone sustained during her cousins repair was rendering the phone unfixable. Because of the damage sustained during her cousins attempted repair, the screw holes in the housing were damaged. We told her we could replace the housing for an additional $40 part charge. However, we did not replace the housing and never charged her the additional $40. At this point we have spent countless hours trying to repair the phone. She was well aware of the significance of the damage caused by her cousin and she was well aware of the riskiness of the work we were doing. She signed disclaimers to that effect. The phone has been reassembled and is available for her to pick up. Aside from the initial $35 fee that she paid when she dropped the phone off for repair, there is no further amount due. Because of the extent of the work we have already performed on the device, we will not be refunding any money to the customer.

I am rejecting this response because:
 
The claims made in CPR's response are inaccurate because my cousin did not "attempt" to fix the phone, all she did was replace the screen, and she did not mess with the motherboard. Also, when I dropped off the phone, I was told that it would cost $35 to diagnose the problem and was told nothing about a "discount".  Unfortunately according to their response they could not diagnose the problem and due to the nature of their disclaimer saying that I could lose ringtones, memory, etcetera they did not include that there was a possibility that the phone would be returned to me incapable of turning on. I understand if the problem was unrepairable and the phone was returned to me in the same condition that it was in when I brought it in, but the phone cannot even be turned on. If the phone was returned to me the way it was, my son may not be able to use the phone for anything that requires wifi, but he could still play certain games. I spoke to countless people and we all understand the possibilities of memory loss but we do not understand how it can be returned completely broken. When they take in your phone they inspect your phone to see what works and what doesn't, but what is the point of inspecting the phone if it's going to be returned in a different condition. If I'm taking the risk of paying $35 with the chance of my phone being broken when it's returned to me, then the disclaimer should not be in small print but in a large sign for everyone to see.

We have contacted this customer directly, using the contact information he provided, in an attempt to fully understand and seek solutions to his issue.

Review: My old iPhone 4 that my son using as an iPod touch was not connecting to the wifi. The wifi was grayed out. I brought it in to get it fix. They told me $35 upfront to diagnose the problem and depending if parts is needed it may cost more. I agreed to pay the $35. 2 days later, they called me back to tell me that the mother board needed to be replace and it will cost additional $40. I agreed to pay for the replacement. Later that evening they called and told me it's ready for pick up. I didn't have the chance to go until 4 days after they after they called. When I got there, they went over everything else showing me everything is working except when when they got to the wifi connecting it still grayed out. They couldn't figure out why so they told me they would keep my phone longer to diagnose the problem. After 1 week, they called me back to tell me that they couldn't figure out the problem and now the iPhone wouldn't even turn on. I'm skeptical that they never change the mother board to begin with and was going to charge me additional $40. I didn't see the replacement parts, and now I'm questioning if the techs are license employee. I was upset and request the $35 refund for the diagnosis because I feel they weren't able to diagnose the problem, they told me they did diagnose and it's the mother board. But yet my phone is now broken, worst than the condition I brought it in. I refused to take the phone back so they kept it to see if they can get it to turn on again.Desired Settlement: A refund for the diagnosis that was unsolved and investigating if they replacing parts they are telling customers.

Business

Response:

The customer brought an iPhone in to our shop because it had been worked on by her cousin and after her cousin's attempted repair, the wifi no longer worked. We normally charge a minimum $55 charge for motherboard rework, but we gave her a discounted rate of $35 to review the issue. She signed multiple disclaimers when she approved the work, including the following disclaimer: "Due to the nature of electronics repair, CPR employees cannot accurately identify hidden issues inside your electronic equipment. Consequently, we cannot be held responsible for devices that are no longer operational after we attempt repair. By signing below, you release CPR from all liability related to your electronic equipment. CPR 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 books, calendars, ring tones, music and all other end user data during the repair process." We worked on the phone for several weeks, researching various options and performing various procedures - including replacing a duplexer on the motherboard - trying to bring the phone to full functionality. We spoke with the customer multiple times during this time period (July 28, July 30, Aug 1, Aug 8, Aug 9, Aug 12, Aug 13)and advised her on multiple occasions that the damage to the phone sustained during her cousins repair was rendering the phone unfixable. Because of the damage sustained during her cousins attempted repair, the screw holes in the housing were damaged. We told her we could replace the housing for an additional $40 part charge. However, we did not replace the housing and never charged her the additional $40. At this point we have spent countless hours trying to repair the phone. She was well aware of the significance of the damage caused by her cousin and she was well aware of the riskiness of the work we were doing. She signed disclaimers to that effect. The phone has been reassembled and is available for her to pick up. Aside from the initial $35 fee that she paid when she dropped the phone off for repair, there is no further amount due. Because of the extent of the work we have already performed on the device, we will not be refunding any money to the customer.

Consumer

Response:

I am rejecting this response because:

Review: I went to this repair shop originally on Jan. 17 2014. I got my power button fixed to only find out it stopped working again a few weeks. I went back to them, and they have this little check list they go off of to see what is the condition of your phone before they work on it. This time they told me it was just jammed and I needed to get an adjustment done and it will be covered under warranty. So I get my phone back and all of a sudden they tell me my auxilery port needs to be replaced and my charger because they will go out soon. I told them no I don't want to repair it because it works fine right now. So after that they go through the check list again to make sure everything is working fine before they hand the phone to me and for some reason it wasn't making phone calls and the screen was saying to insert sim card. So they told me I need a new sim card or I haven't paid my bill and that is why my sim card isn't working. On the check off list [redacted], who is the person assisting me put down no sim on the check list even though there was one. First off he didn't know what he was doing. He kept turning my phone on and taking the battery out repeatedly instead of waiting for it to power off and told me its faster this way. I found out you are not supposed to just take the battery out because you can lose data. I went home and put the sim card in another phone and it worked perfectly fine. I called cell phone repair back and [redacted] told me they didn't do it and my sim card port doesn't even de-attach and its soldered on to the mother board. He told me it would be 55 dollars for them to look at it. I did not believe them at all. I opened the screws on the back of the phone and saw that the sim card port was pulled out and just hanging. It actually is not soldered on and is very much removable. These people are scamming customers. I saw that there were also camera's there. I am going to make police report to have the officer look at the video since I have the exact time of when the repair was done.Desired Settlement: I am more worried about this business scamming customers and especially senior citizens who are not aware of technology. I do not care about my money, as much as I am upset at how much fraud they commit. I am requesting that you do a full investigation. I have all my receipts with exact time of repair and visits. We can subpena their video footage for proof that they are damaging people's cell phone's and installing used products claiming that they are new.

Business

Response:

We have contacted this customer directly, using the contact information he provided, in an attempt to fully understand and seek solutions to his issue.

Business

Response:

Company stated that they have a couple issues with this consumers complaint. First, the consumer opened the cell phone on his own and that void the warranty. Second, they ask for the consumer to bring the phone in and he will not. They also stated that they have already gave the consumer his $35 back that he paid.

Consumer

Response:

After sending my complaint I got an email from the store to call them. When I called the representative was very rude and told me there is nothing I can do to hurt their business, and that they will not fix my phone, although it was under warranty. Do I need to file another complaint or are you going to re-open my case.

Review: I brought a broken Xbox 360 to the store on Saturday afternoon and paid $45 to have it fixed, and was told it would be ready by Monday morning and that they would call when it was ready. I called Tuesday afternoon to see if it was ready, and was told it would be another $3 to calibrate the disc reader, and I agreed. I was called Wednesday morning and went in around noon to pick it up, and when I got to the store they said that I owed them $30 for calibrating the disc reader. I told the manager that that was not what I agreed to on the phone, and if I knew it was that much I could have (and definitely would have) taken it somewhere else. He cut me off and said, "You could have done a lot of things. You could have jumped off a bridge." He was very rude and unreasonable throughout the ordeal. I asked if I could have the $45 back instead of the xbox, and he said no and that my only options were to leave with nothing, pay $30 and get the xbox, or he would call the police. I paid him $30 and took the Xbox. I wasn't sure if it's even legal for him to keep the xbox and the $45.. I asked if I could have the $45 returned instead of the xbox and he was very rude and said he could keep it until I paid for the repairs that I 'agreed' to.

Product_Or_Service: Xbox 360 repair

Desired Settlement: DesiredSettlementID: Refund

I agreed to pay $48. I want the other $27 refunded.

Business

Response:

Business' Initial Response

We appreciate the Revdex.com providing CPR - Cell Phone Repair an opportunity to address this issue. As an international franchise, and one of Entrepreneur Magazine's Top 500 Franchises in 2013, CPR Cell Phone Repair is a well-organized international firm, retaining detailed electronic and paper records for every customer, and every transaction, including electronic customer and work order records, receipts, release agreements, payment records, customer-initialed Quality Control checklists, and video evidence. Ms. [redacted] makes a number of false claims, including:

A. Ms. [redacted] claims that she brought in an Xbox game system for repair, to our Elk Grove, CA store. This is false. She never brought the Xbox in for repair on Saturday as she claims. In fact, she was never in our store on Saturday as she claims, nor was it she who paid a $45.00 repair fee, as she claims to have done. A simple review of our multiple security camera video data for that day proves this beyond any question.

B. [redacted] brought in the Xbox for repair on his bicycle, not Ms. [redacted]. It was Mr. [redacted] who was advised on all details of the repair, and he signed a written customer quotation and liability release indicating his agreement with its terms, the original of which, we retain. It was Mr. [redacted] who paid the $45.00 reflow fee, not Ms. [redacted], as she also falsely claims.

C. Ms. [redacted] is not, therefore, our customer as she claims. Given that Ms. [redacted] never set foot in our store on Saturday; was therefore never advised of any repair details; does not, therefore, possess a customer receipt with her name on it; never signed a customer quotation or liability release; and never, herself, paid the $45.00 fee as she claims she did; all of these claims are false.

D. Ms. [redacted] never mentions in her complaint that CPR failed to perform the work on the Xbox that Mr. [redacted] presented to us, or that we did anything other than exactly what we said we would - fix Mr. [redacted]'s inoperable game console to working condition.

E. Her only complaint is that she didn't want to pay for the services we rendered. Our technicians, in good faith, performed two procedures on a completely inoperable and useless game system, and delivered exactly what they promised - bringing the machine back to life for the enjoyment of anyone wanting to play a game on it. They obtained our customer's approval to proceed on both of these procedures, as is customary, and we have full records to prove this. In addition, we performed a Quality Control demonstration for Mr. [redacted], showing him that after our repair, the game console was fully repaired and functional.

F. CPR-Cell Phone Repair takes Customer Service very seriously. In fact, we hired a third-party independent Customer Service Quality Assurance firm, Listen360, to constantly poll our customers, rate our service levels, provide Secret Shopper visits and feedback, and rate each location on multiple customer service dimensions. Our Elk Grove location is consistently rated in the highest quadrant of Customer Service Quality. We invite anyone to see the comments of our customers, taken directly from Listen360 polling, on our website at www.cpr-elkgrove.com.

G. All of our prices are public, available for anyone to see, and provided freely to our customers and all members of the public at any time. We have no price on any pricelist that is $3.00 - not for game systems, cell phones, accessories, or any other service or item. Any reasonable person would understand that to disassemble a game system, remove the DVD drive, disassemble the DVD drive, clean its intricate parts, then correctly adjust the voltage via sine-wave analysis to the laser unit using a multi-meter, lubricate the worm drive, reassemble both the DVD drive and entre game system, then fully test the game console, would not cost $3.00.

H. Multiple customers were in our store when Mr. [redacted] and Ms. [redacted] came in to pick up Mr. [redacted]'s Xbox. All of them were appalled at her behavior and language, and specifically commented that we behaved correctly. One, Mrs. [redacted], commented that she was "astonished that you (CPR employees) could remain so calm while she was being so unreasonable. "

A summary of our interactions with Mr. [redacted], are as follows:

Saturday, July 13, 2013 4:45:30 PM

[redacted] presents an Xbox game system for repair. Free diagnosis and consultation recommended a reflow of the motherboard to enliven the system, along with further diagnosis to determine any further repairs needed. We will advise [redacted] of any further repairs required & associated costs before continuing. Advised completion day for reflow would be Tuesday, as there are many customers ahead of him already, and we're closed on Sunday. He agreed, signed release, and paid reflow fee of $45.

Tuesday, July 16, 2013 12:38:23 PM

Sales Associate called [redacted]. No answer, so asked him to call back. We reflowed the motherboard, which brought the system back to life. However, the system's DVD drive can't read game disks.

Tuesday, July 16, 2013 5:01:14 PM

[redacted] returned our call. Technician talked to him. Advised him that as we told him, the reflow worked, but his DVD drive doesn't read disks. Recommended either a DVD drive laser re-alignment at an additional $30, or a laser unit replacement at an additional $40. We would try both sequentially to see if cheapest option would work. [redacted] said he would give us a call back; he approved repair, but would have to ask his girlfriend (name not given).

Tuesday, July 16, 2013 5:55:41 PM

[redacted]'s girlfriend (name not given) called back. Technician reiterated what he advised [redacted]. Motherboard (reflow) works, but DVD drive is not reading disks. If we cleaned and re-calibrated the laser, it would be an additional $30.00; if we had to replace the laser unit, it would be an additional $40.00, but only if cleaning & re-calibrating didn't work. She approved the repair also.

Tuesday, July 16, 6:38:12 PM

Sales Associate called [redacted]. No answer, so left a voicemail message. Xbox is working/repairs completed. Asked what time he was coming today to pick it up.

Wednesday, July 17, 2013 11:08:51 AM

Talked with [redacted]. He said that his girlfriend might come to pick up system and pay remaining balance today.

In summary, the fact is that Ms. [redacted] simply never wanted to pay for the services that both Mr. [redacted] and she agreed to, summarized in the agreements Mr. [redacted] signed, at the prices they both agreed to in writing and verbally, and that CPR-Cell Phone Repair provided in good faith. She made up a false story about a $3.00 fee for service only at the point of picking up the game console, which was fully repaired, because she didn't want to pay what she and Mr. [redacted] had agreed to. Ms. [redacted]'s idea that she would have taken it to someone else is not dispositive, since Mr. [redacted] and she had already agreed to have CPR perform the repair, and therefore we will not be giving any refunds.