CPR- Cell Phone Repair

Mr [redacted] got his device repaired on 7-7- With the repair, Mr [redacted] also got tempered glass (screen protector) Mr [redacted] returned on 8-3-with a broken screen again He presented a receipt for his phone to have a combo replacement and a tempered glassHe claimed that he had purchased a tempered glass and now it was brokenOn inspection, the CPR employee saw there was no tempered glass on the device at all, and the combo was brokenMr [redacted] claims that we did not give him a tempered glass at all and that it would not have broken if we had, but admitted that he dropped the phoneCPR employee told Mr [redacted] that his tempered glass under it's lifetime replacement warranty, but the combo will need to be repaired again at price because it is damagedOur warranty clearly states that any physical or liquid damage voids the warranty Mr [redacted] was unhappy but agreedHe then asked for the owner's number, which the employee gave to him.Although I am very sorry to hear Mr [redacted] dropped his phone again, our warranty is very clear and is posted on his receipt: Warranty Information: There is a limited LIFETIME replacement warranty on part failure on all repairs (EXCEPT liquid damage clean up) and 30­day warranty on game system re­flows, limited to specific component(s) replaced/repaired and labor furnishedAny new physical or liquid damage VOIDS ANY WARRANTYAny device opened by non­CPR personnel VOIDS ANY WARRANTY CPR has a 7­day return policy with a 20% re­stocking fee on all products, accessories, phones, devices, etc.CPR performed repairs for the customer He signed both work orders, agreeing to the repairs On the second repair, the manager added a discount We have completed all repairs as quoted

I am sorry that you did not find me reply satisfactory Again, you chose to go to Apple and listen to an Apple salesman/technician That was your decision not to use our 180-day warranty CPR technicians go through an ISO-certification, which is the gold standard in training No other retail repair company has this certification All you needed to do is bring it back in and as long as the device didn't have any new liquid or physical damage, your device would have been covered under our warranty.I have already explained this in great detail in the previous reply If you have any other questions or would like to contact corporate, please visit www.cellphonerepair.com

Hello,My name is *** ***, owner of CPR Cell Phone Repair - Columbus I am sorry to hear you are having issues I am available during the week from 10AM-7PM Please give me a call so I may better understand your issue.Thanks,

EVENT TIMELINE:On 4/27/15, *** *** entered CPR-Columbus (N High St, Columbus, Ohio, 43201) needing an Apple iPhone 5C Yellow screen repaired We started the paperwork at 12:PM 4/27/ Customer agreed to our terms and conditions and to our warranty (see attached:
Front of page=initials and signature, Backpage=employee testing before and after Device had a broken screen and a depleted battery and could not be tested before repair After screen was replaced and battery charged up, the technician tested the device.) Customer paid and closed the invoice at 1:PM 4/27/15.On 5/26/15, there was a voicemail from Ms*** In the voicemail she said she had a screen issue and went to an Apple retail store to see what the issue was She then accused us of wrongdoing and threatened us with "horrible reviews" online.On 5/26/15, Drew *** made a call to Ms*** There was no answerMr*** left a voicemail.On 5/27/15, Mr*** made a second attempt to call There was no answer Mr*** sent an e-mail instead of another voicemail The e-mail sent is as follows: Ms***, My name is D*** *** I am owner of CPR for the central Ohio region I received a voicemail from my campus location regarding a repair we did on April 27, In the voicemail you said that we did not do the repair properly and Apple charged you $to fix the issue I would really like to speak with you regarding this issue Please contact me at your convenienceThank you for your timeD*** ***r On 5/28/15, Ms *** called Mr*** Ms *** repeated her claim that we damaged her device causing her to spend $with Apple to have fixed I asked is she remembered that we offer a 6-month warranty on all repairs, and why she didn't bring it to us She said she remembered our warrantyShe replied "it was Sunday and I wanted to take it to Apple" She told me her conversation with Apple, and that Apple said we did the repair improperly causing irreversible damage to her motherboard She then said she wanted a us to refund her entire 4/27/transaction of $(she paid for a screen repair and a screen protector) I told her we proudly stand behind our warranty and we will fix the issue as long as there was no new liquid or physical damage I told her she needed to return the phone with our part, we would be able to fix the issue If we can not fix the issue, we would refund She said that Apple kept the device and she could not bring it in She said if we didn't refund her money from the 4/transaction, she would leave negative reviews and report us to Revdex.com.ACCUSATIONS MADE BY MS***: CPR mishandled her device, causing the LCD to have lines She then accused us of "frying her motherboard" All of this was told to her at Apple, by a technician who AND I QUOTE "was able to diagnose the issue in about minutes." The only reason Apple replaced her device is because “they felt sorry for me that and aftermarket place messed up my phone so horribly.” She called CPR to resolve the issue but CPR was “unwilling to help, or compromise.” CPR accused her of “doing something wrong.”CPR REBUTTAL: CPR has done everything by the book through this entire process CPR has not denied or admitted to any wrongdoing Ms *** has made many threatening and damaging accusations with NO PROOF nor willing to provide any proof! Without the device she claims we broke, there is no way for us to defend our-self or side with the customer Her entire accusation is based on a conversation she had with an Apple employee that felt sorry for her (NOTE: Apple will replace any damaged device with a refurbished exact model device for $ They do not care how it was damaged, but you have to have one to turn in.) Why Ms*** did not contact CPR when she had the issue is unknown (her only response to that question was she wanted to take it to Apple to have it fixed.) She knew we offered a month warranty.CPR has a network of over locations nationwide and has the best training program in the repair industry and is the only repair business to have an ISO 9001:certified quality management systemOur technicians received the gold standard of training and have trained on the most common and complex devices and issuesWhile we are sorry for the frustration Ms*** has gone through, we can assure you that we did and were willing to fix her device as it was covered under our month warrantyWhile we can't change the past, if Ms*** would have notified us about the issue we would have advised her to come back in so we could assess the damageGiven Ms*** went to Apple directly, the ‘genius” technician mis-informed her rather than educate her on the nature of electronic devices and the complexity of their make-upApple employees are not trained techniciansApple “genius” technicians are trained to fix software issues and to up-sell customers to a new device, they simply do not understand all the complexities that go into a repair because they do not practice repairs regularlyTheir main focus is to sell more devicesOur main objective is to assess damaged electronics and repair them to new again to save you, our customer, moneyNot all damages are fixable, and this is clearly stated on our warranty which Ms*** signedOur team is extremely well trained and versed in repairs but we simply cannot predict the future and only hope that Ms*** will bring your devices to us for future repairsWe strive to give the best service to our customers and believe we did with Ms***.At no point was I unwilling to help and/or accuse Ms*** of any wrongdoing I simply and clearly told her the “we have a six month warranty on all repair, except when there is new liquid or physical damage.” I am VERY proud of the work done at my locations This is a job that is taken very serious We provide extensive training to all employees to make sure all repairs are done by our trained process.I am very sorry for the troubles that Ms*** is going through If there is any way for us to help, we will Once again, we proudly stand behind our warranty, but our warranty (like any other) requires you to bring back the device so we can see the issue.Call or email with any questions

I believe that I am entitled to a refund for the repairs made to my phone, that resulted in the mishandling of my device and eventual replacement. The initial reason I did not take my phone back to CPR was because I did not trust them to do any further repairs on my phone, risking losing more money. It had been less than a month since CPR initially "repaired" my device and my iPhone 5c was already displaying vertical and horizontal bars. The technician that was working that day, that conducted the repairs repeated multiple times during the visit that he was sorry that it took so long because he was new. When my phone was broken, a short time after that, I did not trust CPR or it's associates to do any further work/damage to my device! THAT is why I took my device to an Apple retail store, to get my phone repaired by certified product experts. Upon inspection my phone was deemed worthless, where I had to replace the phone. I feel that I am being very reasonable, I am not requesting that all of the charges be refunded, including the cost of a new phone, but only the cost of the services that CPR provided. It is quite simple, if I had not taken my phone to CPR I would not have had to purchase a new phone entirely less than a month later. I cannot adequately express my disappointment in the repairs done to my device and feel that I should be refunded $133.29.

To whom this may concern: My name is Drew D[redacted] owner of CPR Hilliard.  I have read and reviewed Ms [redacted]'s experience at my store.  Here are the facts that I have found. - Customer brought in a device with a shattered front glass but the device still functioned.- Our process...

calls for a 25-point inspection before and after each repair.  The pre-inspection was completed.  We replaced the front screen.  From what I can review, our post-inspection was completed and shows that the device functioned as it should. - The customer returned 3 days later with the cameras not working.  We attempted to repair, and while doing so, WE caused more damage and could not immediately fix.  A high level technician observed damage done to the mother-board (the brain that controls all the parts) and expressed that IF this was repairable, it would take a lot of time.- We explained to the customer what had happened and gave the customer the option of a full refund and for her to go to an Apple location for repair, or we offered to exchange with a device in our "for-sale" show case that was one model year newer (device was is USED condition; scratches on housing).  - Customer chose to take the replacement phone at NO upcharge.- Customer contacted us a few days later expressing issues with the new device having lower memory.- Codee, the manager, decided at that point to attempt to repair her device again and return it to her.  This process took roughly 7-10 days for us to resolve.- Codee then called and left a voicemail letting the customer know that we had her device repaired and ready for pickup.  We made several attempts for the next month to contact the customer to let her know the phone was ready for pickup.  The repaired device sat in our store for close to 30 days. - The customer did come in, she turned in the traded phone and received her phone, fully repaired back.  That is the last we heard from her until the Revdex.com review. I have been in business for over 7 years with CPR.  During my time, myself and my technicians have had one goal, a superior customer experience.  This is something I am aware and agree that Ms. [redacted] did not receive.  I have refunded her for the labor portion of her $99 repair (a $45 value, done on 3/6/18), as we did not give her a positive experience.  If the customer wants a full refund, she will have to return and I will put a broken OEM Apple screen back on the customers device (as she originally brought it to us) and keep our new screen.  At that point, she can take it to another business for repair. As for the google review, it is not possible for us to have someone else's review removed.  In fact, I encourage everyone to leave a review, good or bad.  If they every fell like they would like to change their review, I would rather they only update/respond the their original post and only change the star rating, letting others know of there experience and resolution. Drew D[redacted][email protected]

Mr [redacted] got his device repaired on 7-7-15.  With the repair, Mr. [redacted] also got tempered glass (screen protector).  Mr. [redacted] returned on 8-3-15 with a broken screen again.  He presented a receipt for his phone to have a combo replacement and a tempered glass. He claimed that he had...

purchased a tempered glass and now it was broken. On inspection, the CPR employee saw there was no tempered glass on the device at all, and the combo was broken. Mr. [redacted] claims that we did not give him a tempered glass at all and that it would not have broken if we had, but admitted that he dropped the phone. CPR employee told Mr. [redacted] that his tempered glass under it's lifetime replacement warranty, but the combo will need to be repaired again at normal price because it is damaged. Our warranty clearly states that any physical or liquid damage voids the warranty.  Mr. [redacted] was unhappy but agreed. He then asked for the owner's number, which the employee gave to him.Although I am very sorry to hear Mr. [redacted] dropped his phone again, our warranty is very clear and is posted on his receipt: Warranty Information: There is a limited LIFETIME replacement warranty on part failure on all
repairs (EXCEPT liquid damage clean up) and 30­day warranty on
game system re­flows, limited to specific component(s)
replaced/repaired and labor furnished. Any new physical or liquid
damage VOIDS ANY WARRANTY. Any device opened by non­CPR
personnel VOIDS ANY WARRANTY.
CPR has a 7­day return policy with a 20% re­stocking fee on all
products, accessories, phones, devices, etc.CPR performed 2 repairs for the customer.  He signed both work orders, agreeing to the repairs.  On the second repair, the manager added a discount.  We have completed all repairs as quoted.

I am sorry that you did not find me reply satisfactory.  Again, you chose to go to Apple and listen to an Apple salesman/technician.  That was your decision not to use our 180-day warranty.  CPR technicians go through an ISO-9001 certification, which is the gold standard in training.  No other retail repair company has this certification.  All you needed to do is bring it back in and as long as the device didn't have any new liquid or physical damage, your device would have been covered under our warranty.I have already explained this in great detail in the previous reply.  If you have any other questions or would like to contact corporate, please visit www.cellphonerepair.com.

Cell phone repair not acceptableTook cell phone to have screen and LCD repaired. 2 days later the LCD was not working correctly. Was supposeidly under warranty. Desired SettlementRepair correctlyBusiness Response I've investigated this with my entire staff. Here is what I have determined that are the facts: [redacted]Final Business Response You are correct. We offer a lifetime warranty. Unless you have dropped the device again, and this is new damage, just bring it back and we will repair. Bring your phone to the store and ask for Donald, the store manager. We do our best to make every customer happy.