DigiExpress

Review: I recently had my Ipad4 repaired at a branch of DIGIexpress located in Robinson Mall. The repair tech told me that they would call me when it was finished(he estimated about an hour and a half) 3 hours later I called to inquire and was given a rather rude response and then finally told that it was in fact ready. I brought the device home, inside a protective case, I used the device 4 times always in its protective case. I pressed the home button on the ipad and touched the screen portion of the device. I heard a crack and removed my hand to find a small split next to my home button. I called digiexpress imeadiately and asked how this could have happened? The rep that I spoke with basically called me a liar and said that there was no way what I described could have happened. I asked what my options were and she informed me that I could bring it back for repair at a reduced rate(80% of the original $114) They promote a warranty but it doesn't really cover anything meaningful.Desired Settlement: I would have requested a simple replacement if the reps at this company were any kind of professionals, however I would like my money back so that I can get my screen replaced by people who care about their work and their customers.

Review: On March 13, 2013, I placed an online order with this company to send my iPod in for a battery change plus installation, for a total charge of $36.99. My order number was AB-186111. I assumed this would be billed once they had received my iPod in the mail and were ready to perform the service, but they actually billed my credit card immediately on March 13, 2013. A few days later, I decided not to replace the battery, so I contacted the company to let them know I would not be sending my iPod in, and to cancel my order. I received 2 emails from them on March 29, 2013, confirming that they had received my cancellation request, and saying my credit card would be credited for the charged amount, but to allow up to 30 days for the credit to be applied. After several months, I realized that my account had not been credited, so I contacted DigiExpress again via email to inquire about my refund. They replied on June 22, 2013, apologizing for the delay and saying they would forward my email to a manager to try to expedite my refund. It has been over a month since this second email exchange, and I still have not received my refund. It is now over 4 months since the initial request to cancel my order and refund the charge, and no action has been taken by them to refund this amount.Desired Settlement: I would just like them to refund my credit card for the purchase amount, as they should have done 4 months ago.

Business

Response:

We apologize that this refund has not yet been processed. We have recently experienced some issues in that department which has resulted in a backlog. This backlog has inadvertently caused your refund to be delayed.

Review: The DigiExpress website advertises "Diagnostic & Repair Service - Just $25" The first thing listed under this is "cracked glass" - followed by a Start Now button. If you choose to "Start Now" you are given the opportunity to choose the "Standard Repair Service" for $25. Under "Description," this is what the website states:Diagnostic and Repair Service:Purchase this service and send in your iPod, iPad or iPhone with a copy of your invoice. We will notify you once your device has been received at our facility. We will then process your order and complete it as quickly as possible. 24hr. Express repairs will be completed within 24hrs after final payment is received. All labor costs are included in this service. What they do not tell you is that ONLY labor costs are included in this service. Even though the repair service includes cracked glass, the $25 only includes diagnostics. This is intentionally unclear and the Customer Service Representative rudely hides behind the company's misleading (untruthful) language to make any misunderstanding the customer's fault. I sent this company 2 iPods with cracked screens and paid $25 in advance for repairs to the cracked screens. I believe that any reasonable individual who looks at their website would get the understanding that the $25 will cover repairs to a cracked screen. The website states that all labor costs are included in this service, but does not state that the $25 charge is exclusively for labor costs. I received invoices to repair one cracked screen for $149 and the other for $50. When I asked for my money back, I was told that it was my fault that I did not understand what I was buying. I find this company's advertising on their own website to be misleading at best, and intentionally dishonest at worst. The $25 Diagnostic & Repair Service is not a repair service at all - but wholly diagnostic. I would appreciate any assistance the Revdex.com can offer and I caution other potential customers.Desired Settlement: I would like my $50 to be refunded ($25 X 2 devices). The Standard Repair Service that I purchased for $25 is not a repair service at all, but only a diagnostic service.

Business

Response:

Our company offers a flat rate, non-refundable $25.00 labor fee. This $25.00 covers the diagnosis of any problems, the pre-repair testing, the dis-assembly of your device, the installation of one (or multiple) part(s), the re-assembly of your device, the post-repair testing, and management of your account. We explain this in detail in the "About Our Service" portion of the website; which is accessible from every page of our website. We provide this information to our customers to prevent issues like this from happening. In addition to the information posted on our website we also have DigiExpress Team Members available seven days a week at ###-###-#### to answer any questions from our customers. You also have the ability to create a ticket, and email a representative with any questions or with a request for a quote.

Review: Found this company on the Internet for IPOD repairs From the website there is offered $25.00 Ipod Diagnostic and repair service. The company puts the onus of complete understanding on the customer that this does not include parts. Yes I should have known that this must be too good to be true.

This morning I received an email from a very nice person at DigiExpress stating the price of 19.99 (listed as the total) if I wish to continue repairs. When I called DigiExpress customer service I was told that was a mistake and it should read $39.99. What to believe? I kindly asked for them to ship the ipod back to me. I received a subsequent email, very kind, no problem there, that the ipod would be shipped back to me and I would be notified when that happens.Desired Settlement: I paid to ship the item to and from them, so I would like a refund of the

"25.00" that I paid in advance not fully understanding the mistake I made by using this website.

Review: On Thursday, 8/1 I took my Iphone 4s with a broken screen to Digi Express at the Kiosk at Westmoreland Mall in Greensburg, PA. The Kiosk is a satellite of the Pittsburgh Mills location. The phone was working fine, even through I broke the screen two days prior. Wanting to get the screen fixed, I thought this would be the quickest way to get the repair. When I got there, the technician, [redacted] had another phone disassembled and said it would be almost an hour. I asked him if I could leave the phone there and he said I could and I would come back on my lunch hour. The repair was slightly more than $50. I came back on my lunch hour to pick up my phone and the screen was repaired. I checked my texts and tried to make a phone call as I was walking away and noticed the home button now did not work on the phone. [redacted] indicated that he may have not connected a wire and would have to open it back up. I told him I would go eat and come back in about 1/2 hour. When I arrived, [redacted] indicated to me that he couldn't get it working and that he would have tear the entire phone a[part. I asked him what would happen if he couldn't get it fixed and he indicated that his manager said they would replace the phone. He said to come back after work and he will let me know if he is able to get it working. I returned and he said he had no success. He would take the phone to the main location at Pittsburgh Mills to repair the phone as they had senior technicians that could fix it. On Friday, 8/2 I called Pittsburgh Mills and spoke to a CSR. She said they didn't know where the phone was but would try to contact [redacted] and get back to me. Since I was on the road for work, I had to stop at payphones to get back to them. Finally talked to a [redacted] who indicated they will look at it and get back to me. [redacted] called after lunch and indicated that they installed a Home button on the touch screen but it was broke prior to me coming there. I said no it wasn't. I then made a 50 min. trip.Desired Settlement: I went to the Pittsburgh Mills store and asked for a new phone. [redacted] indicated he would buy the phone back from me for $80. I said that was ridiculous as the phone was working perfect when I brought it in there. They gave it back to me with a very little charge on the battery. When I got to the car the battery is dead and won't accept a charge. I want a new IPhone 4S. If not resolved, I will take them to small claims court.

Business

Response:

Thank you for contacting us with your concern. I would like to thank you in advance for your patience while waiting for my response to the complaint. .

Review: The website advertised a $25.00 repair service on cracked iPod screens. We sent it and received this email:"Hello and thank you for choosing DigiExpress! Our technician has completed his initial diagnosis* and has determined that the following parts are defective/damaged and need to be replaced: $49.99 Screen assembly$49.99 Total To continue with the repair process, please pay the PayPal invoice that you will receive in your inbox shortly (You do not need a PayPal account to pay the invoice). If you choose not to continue with the repair, please respond to this ticket and we will gladly ship your device back.Please feel free to reply with any questions you may have, you can also contact our customer service team via phone at ###-###-#### (ext 2), Monday through Friday 9:30 AM to 4:30 PM EST. *Initial diagnosis Our technicians initial diagnosis determination is based on testing your device and its physical condition, however until the device is opened and a repair attempt is made, our technicians cant verify that the initial diagnosis determination encompassed the entire list of damaged parts necessary to repair the device." We asked them to send it back and they have not responded to emails. It has been over two weeks.Desired Settlement: We would like the iPod returned to us with data information within intact. It was working. We understand the screen still needs to be replaced. We do not want to get into the slippery slope of more and more costs.

Business

Response:

Thank you for your email.

Review: Hi,I had sent my IPAD3 for repair to DigiExpress on the 14th of September via USPS (a month ago). They received it 2 days later along with the payment and a week later diagnosed the problem (which I had already told them about before sending the device to them). They asked or more money or the repair and I sent it electronically straight away. Ever since, there has been no update regarding my device and I have emailed them several times to send back my device but I get the same old email saying they have a backlog and will be looking into it soon. I have also called several times and each time I call (after holding for almost 45 mins), they tell me that my device will be repaired today itself and will be sent out to me tomorrow and I will receive an email confirmation regarding the same. It's been weeks and I didn't receive any email from them and neither did I get my device back. I have called several time and been getting false promises from them.I had bought my ipad for $800 last year and now it's gone and they don't intend to send it back to me. I urge you please to take strict action against them for cheating people.

Regards,

[redacted]Desired Settlement: Refund of the amount I paid and my device back and also compensation for the mental harassment I have been through.

Business

Response:

Thank you for contacting DigiExpress.

Review: They say they have a 90 day warranty. But when I went to get my new screen (30 days new) replaced because it freezes and it is cracked from it being a bad screen, they said they dont cover that. The lady that waited on me even said I dont think this is from a drop, it looks like a pressure crack. there is no damage to the phone where its cracked so its most likely from pressing the home button. about 20 minutes late I get a call, said its not a pressure crack. It was from me. They said they will not replace the screen unless I buy a brand new one. theres no reason to have a warranty if they wont cover any parts. I paid 150 for a new screen, they have the same exact parts on AMAZON for $40. they are way over priced for the parts.Desired Settlement: I want them to replace my screen for nothing, or refund me some money.

Review: first of all this unorganized ipod/iphone repair web site business they have going on is misleading, and they stole money from me, They advertise on their web site that it cost 40 dollars to diagnose the problem AND repair it,so why do I get a bill for 71 dollars a week later? bc their tricking their customers in to paying 40 dollars which is non refundable if you deiced not to pay the extra 71 dollars, so I basically payed some genius 40 dollars to tell me my iPod screen was cracked, when I called their number to discuss my issue with them I got an automotive voice machine telling me I won a free vacation and no matter what button I clicked I couldn't get out of it I hung up called again with the same thing, I won a vacation, I was stuck listening to this and other scams like this for well over 15 minutes before I was unable to get to the next autamatic voice system, which asked me to click 3 to pay for my repair so I did and it sent me to a completely different feild, so I called back, and again went threw 15 mins of I won this and that, and clicked 3 again just like I was told and still brought me to the wrong field, its obvious this whole web site is a scam from ripping you off of 40 dollars to the scams they try to get you on the phone with, its disrespectful and not right!! I was already charged my non refundable 40 dollars which they never mentioned was non refundable in the first place, and now I'm being charged 71 dollars to get my ipod back and with out even complete garentee they will fix it, so 110 dollars plus shipping to find out I have a cracked screen (which is obvious) and a non garentee it will even work after they supposedly fix itDesired Settlement: I want this looked in to and shut down or at least for some one to make them change their false advertisement and for their little scams to be shut down, at the very least I want a refund

Business

Response:

Called customer, resolved issue over the phone.

Review: Purchased an iPhone battery from DigiExpress in late June 2013. Upon installing the replacement battery in my phone, the new battery did not work. I called the company and was told to send it back and my card would be credited the purchase price of $15.99.I returned the battery on July 8th, 2013. After waiting for a couple weeks for a refund, I called and was told that they were working on the matter.After a month, called back again, and was basically told by the person on the phone that she was unable to help me and that there was no way that I could speak to anyone in the refund department.It is now almost two months and still no refund. I would strongly recommend that no one ever do business with this shady business. I wish that I had taken the time to read the reviews on the company before doing business with them.Desired Settlement: Credit my card account in the amount of $15.99 immediately.

Business

Response:

Hello,

Review: My sister took her phone to the Pittsburgh Mills location due to a cracked screen. They fixed the screen and everything looked ok. Then two days later she had a crack under neath the screen. This was causing her phone to dial numbers, hang up on calls, try to face time while she is on the phone, mutes her and he phone also freezes up constantly now. This was a brand new phone not even 3 months old when she cracked it. When she went back to try and show them all the issues they stated it was on her they could not help her out even though they gave her a 90 day warranty. They seem to be a bunch of crooks. I would not recomend anyone take anything to them. They just take your money. Worst customer service ever.Desired Settlement: I would like them to replace my sisters phone screen due to her having a valid warranty. They caused the issue and should be held responsible.

Review: I have had an overall bad experience with this company. I first paid $25.00 for a diagnostic fee to find out what was wrong with the my daughter's IPAD. I was then told that it would be an additional $159.98 to fix it. I agreed to the price and paid the amount. After I paid the amount, 2 weeks went by and I had not heard anything from Digiexpress. I emailed them and was then told that they did not have the parts and I would have to wait indefinitely until the parts came in or I could get a refund. This would have been nice to to know in the beginning. I however, agreed to let them hold onto the IPAD and fix it when the parts came in. Three weeks went by and I had not heard anything from Digiexpress so I called them. They told me that the parts had still not came in. I told them then to cancel my order and to please send me a refund for the parts that I paid for. Five weeks, 2 phone calls, and an email later I have still not received a refund. The two times I have tried to call, the customer representatives have been extremely unhelpful and have given me generic answers as to why I have not received a refund. At this point I am wondering whether I have been frauded out of my money or have been the subject of extremely bad business practices. Either way I am tempted to sue them for false advertisement, breach of contract, along with others. I would rather avoid this situation but at this point I am not sure what to do.Desired Settlement: I would like a refund in the near future for the $159.98 that I paid to have the IPAD fixed.

Business

Response:

Thank you for utilizing our services. Your refund has been put through today and the $159.98 has been credited back to the card(s) you used through PayPal. Your transaction id number for this refund is # [redacted]. Please allow a few days for the refund to be put back onto your card.

Review: I called before I purchased the diagnostic repair service. I asked if I sent in my own screen for an iPod touch 4 if it would be used. I was told it would, therefore I purchased the repair service and paid to send in my iPod and had it insured and tracking put on it. I was then sent an email stating that I was going to be charged $49.99 for a new screen. I called and was then told that my screen could not be used. I only paid to have my screen installed because I was told thats what would happen. I asked for a refund for the service since I was lied to and the lady told me that was impossible. Im very dissatisfied with digiexpress and want me money back!!!!!!!Desired Settlement: I want my $25 I paid for the service that I was told that would be completed before I even purchased service and the postage and handling fee I paid to send the iPod in in the first place. I wouldnt have paid either if I hadnt been lied to. I would have just driven to an apple store and had them replace it for me!

Review: I purchased a battery for my IPOD Touch G4 6/27/2013. I ordered the battery they listed for that product. Upon receiving I attempted install following their online video instruction. The battery did not fit the model. I sent in the unit and battery with a check for $31.25 per instructions for in-house install. They emailed me saying I needed to send another $49.00 to replace screen. I refused to pay more and they sent the unit back WITHOUT the battery. I feel very ripped off and have a unit that does not work!I would appreciate at least a refund of battery ($9.99) and service fee ($31.25) which was not honored. Or, they would agree to let me mail in the unit to be serviced to working condition or replaced.Desired Settlement: Refund of $9.99 and $31.75. Thank you.

Business

Response:

Thank you for the opportunity to resolve this issue. I have attached the notes from your order to this response.

Review: I sent an ipod to DigiExpress for a battery replacement. They had the ipod for 5 weeks and only returned it after I sent them two emails and filed a complaint through Paypal. I paid them a total of $44.99 for diagnostic fees, shipping, and a new battery. I received the ipod with a note saying the ipod was "not successfully repaired" and if I had a question I needed to call them. There was no other explanation and of course no refund for a nonrepair. My ipod screen was not damaged when I sent it to DigiExpress but when I received it I noticed immediately that the top corners of the screen were light gray. I should have read their terms and conditions before I trusted them with my ipod. They basically have no guarantee that they will complete your repair so why should they even try when they can keep your $44.99 for doing absolutely nothing.Desired Settlement: I won't do business with this company again and I hope others can learn from my experience and shun them also. I should have read their terms---that is my fault. But if a repair can't be made successfully I feel that this company should have the common decency to refund the client's money.

Business

Response:

Thank you for contacting us with your complaint. I completely understand the frustration you went through; send the device off, waiting anxiously for it to be repaired, receiving your shipping confirmation email, and then only to open the box and find out it was not able to be repaired. We have a process put into place to prevent this from happening, and it looks as if you did not receive some crucial information.

Review: I sent an apple I-pod touch to digi express that had a cracked screen, but worked perfectly well. I bought a new replacement screen and sent both to digi express. They charged me and said that it didn't work at all, and I paid for repair, shipping, etc.. It was working when I sent it to them, sent back not working. They said it would cost more to fix than to buy a new one. Refund what you charged or replace ipod touch 4 that you damaged.Desired Settlement: Refund all cost or replace I-pod touch that digi express damaged

Business

Response:

Attached: Order #[redacted] Invoice showing customer comments.

Review: I sent in a ipod for repair, paid for the items that were to be replaced to fixed the broken ones on the ipod. Turned out that the ipod could not be replaced, so it was returned back to me and I was told I would receive a refund for the parts I paid for within 30 days. It is now past the 30 day time frame and I have been calling customer service and they keep telling me they are referring the refund issue to a manager, escalating the issue, I am yet to receive a phone call or email. I called again today and customer service told me that there has been no response to the last escalation that the previous representative sent to management. I keep getting the run around and the rep that I spoke to today told me refunds are handled in the order they are received, THATS NOT WHAT THE POLICY SAYS!!company policy states on their website refunds to be issued within 30 days no questions askedReceipt/order number [redacted]Desired Settlement: I am requesting the refund for everything including the 25.00 diagnostics fee for the inconvenience and false information provided to me for a total of $84.97

Business

Response:

Thank you for contacting our company with this information. I sincerely apologize for the length of time it has taken your refund to be processed.

Review: Digiexpress supposedly repaired my phone 2/15/14. I took it back to have it looked again a 2nd time because the button they replaced was already not working and it won't vibrate anymore and hadn't since I picked it up that same day. I went into the store on 4/12/14 at 6:30pm and waited for the few people in front of me to be waited on. Approximately 10 minutes later, it was my turn. I was informed by the girl at the counter that the technician leaves at 7pm. I know the store was open until 9pm and did not understand why the technician leaves early. They wouldn't look at my phone, but told me I could leave it overnight. I could not do that knowing that I had no idea when I would be able to get back to the store to pick it up. I have since spoken to the store manager who was rude and less than helpful. I do not feel that my phone was fixed as it should have been. She said there was no way they would refund my money. They couldn't verify my claim. They could have had the technician looked at my phone while I was in the store. They made no effort to help me other then to try and schedule an appointment. Unfortunately, my schedule makes it difficult for me to do so. There is also no one above the manager available to speak with. I have been in customer service for 17 years and know this is not how you do business. I bend over backward to help my customers.Desired Settlement: I would prefer a refund of the money I spent to have my phone "fixed". I do not wish to have them try to repair it further.

Business

Response:

Customer has reached a comprise with the management team. She has decided that she will return to our location to have the device serviced again under warranty.

Review: Digiexpress took my money in exchange for replacing the headphone jack in my iPod in July. Instead of receiving my device back in the repaired condition, I only receive delays and excuse when I inquire about the status of the repair.Desired Settlement: Either complete the repair obligation or return the device in its previous condition.

Review: I ordered and immediately cancelled an ipad repair order on july 16, 2013. I was told refund could take up to 30 days to process. it is now August 22, 2013 and no refund. My emails to customer service are not returned. when I call in, they say that the finance department does not have phones, so there is no way to communicate with the department processing my refund. I am told another representative will call me back, but I never get a call back. I just want my $129 refund I am due, and I want it now.Desired Settlement: I want my money back. refund my $129 credit card charge, as no work was done, and I didnt even send ipad in, and I cancelled order within the hour I made purchase.

Business

Response:

Thank you for utilizing our services and we regret that you chose to cancel your order. I apologize that your refund has been delayed. Your refund has been put through today and the $129.94 has been credited back to the card(s) you used through PayPal. Your transaction id number for this refund is # [redacted]. Please allow a few days for the refund to be put back onto your card.