DigiExpress

My son's iPod touch screen was cracked. It worked fine otherwise. I found this company on the web, and thought I would give it a try. Their website claimed that a $25 diagnostic and repair covered the screen. In other places it appeared that the repair was not covered. I called them and asked if the screen replacement was covered in that $25 and they told me yes. So, I packed it up and shipped it out. A week later I received an invoice for $39.99 to repair the cracked glass.

I replied and let them know about my conversation where I was told it was covered in their fee. They sent back several apologies but never offered to do anything. So, my son's iPod is still cracked and I am out the $25 plus taxes and shipping.

They admitted it was not my fault and also that I was mislead. However, when requesting a refund, or the repairs as promised, I was told no. I told them to ship the iPod back and just cut my losses.

When everything was going on, I started searching the company and found out that I am not the only one with this type of issue. Shame on them for treating people this way, and shame on me for not having researched them better before buying.

sent in my ipod nano4 in for a new battery replacement. The ipod was sent back to me not working and my money was never refunded. They don't come across knowing what they are doing.

Review: My ipod was sent to Digiexpress for repair that entailed installation of a new battery. I received it two months later and after charging the ipod once, it went dead and will not take a charge. I contacted their service rep and requested a refund ($35.00)and was told this wasn't possible, to send it back under their warranty for further repair. The bottom line is I don't trust them and I want a refund.Desired Settlement: $35 total: $25 to diagnose the repair and $10 for the replacement battery.

Business

Response:

Thank you for your message, Mr. [redacted].

Review: I used DigiExpress because their website clearly states that repair is completed within 1-3 business days. My repair was a simple screen replacement and no diagnosis was needed. I paid for the diagnosis/repair and the screen parts. After 6 days, 4 which were business days I emailed them to inquire about the status of repair process. I did not receive a response and emailed again the next day, still no response. I finally phoned them and was told my Ipod was still in line to be repaired. At which time the representative sold me a $20.00 upgrade to 24 hr expedited service and additional fees for expedited shipping. Within one hour I received an email notification stating my Ipod was repaired and shipped. I sent a response to the company stating my concerns that this was a scam operation and my unhappiness with their false advertising. It appeared they just wait until you upgrade and then provide service. I received an immediate email response to this email from [redacted] with a rude reply stating that had I not purchased the expedited service my Ipod would still be in the que for several more days. The company could not be bothered to respond to service inquiries but will respond if you complain and does not address concerns in an appropriate manner. I will never do business with them again and will make sure people know about the false business practices and poor customer service.Desired Settlement: I want the $20.00 for expedited service and the $5.00 for expedited shipping refunded to me. These were not necessary had the company performed services according to what they advertise. I also want an apology for the rude email from [redacted].

Business

Response:

Our company initiated contact with the customer after receiving her emails expressing displeasure, and before the Revdex.com complaint had been filed. This is the message that was sent at 4:53 PM EST: I want to sincerely apologize for the manner in which your complaint regarding our service was handled. There is absolutely no reason for the previous Customer Service Team Member to handle and respond to your email in the way that she did. At DigiExpress we take customer comments and complaints very seriously, as they allow us to see our service from a different point of view and provide us with opportunities to make changes for the better. I can assure you that it has been addressed with the employee in question. I would now like to take this time to address the comments made in the emails we've received from you today. Hopefully, I can assist you in a better understanding of the way our service works, and what to expect if/when you need another iPod/iPhone/iPad repaired. You stated: "What a scam. I just called and paid for 24 hr service and expedited shipping an hour ago. Do you wait until the customer calls to upgrade and then send notification it is done and shipped? Really poor business. I will never do business with this company again." The way our service works is as such: Your device is placed in a device specific repair queue and will be sent to technician in the order in which it was received. Each type of device has a different turn time depending on the volume of those devices in the queue. Next, a technician will test the device. If you ordered the correct parts to completely repair the device, the technician will repair and test the device, then move it to the shipping queue. Currently our repair turn time for an iPod Touch 4G is around five to seven business days as we are at the tail end of our busy season. (Our busiest seasons of the year are the end of summer, and Christmas time.) Your device has been waiting in our repair queue, in the order it was received since Wednesday, September 11 at 2:05 PM EST when your package was opened, your order was processed, and your device was forwarded to queue. The replacement of the iPod Touch 4G screen assembly can take anywhere from 30 minutes for an experienced technician to over an hour for a novice technician. Your device was awaiting it's repair in queue, along with the other devices received on 09/11/2013 (25 in total) when you made your payment to upgrade your order to the 24 Hour Express Service. After payment was made the device was forwarded to the repair technician and after he completed the current repair he was working on; he then started your repair. If we have a large amount of 24 Hour Express orders in house it may take a few hours before a device is serviced by a technician, but according to my records there were no other Express Repairs in house today. I have attached a screen shot of our repair tracking system that shows the recent changes made to your order. You can see in the bottom left corner of this image that the Repair Technician on your order was updated from (none) to Brian W. at 12:06 PM EST, about fifteen minutes after your upgrade was processed. "My iPod has been waiting for repair for 6 days. Your website states that it takes 1-3 business days for repair. I am reporting this company to Revdex.com and forwarding your email response to them as well. How does 6 days and several more if I don't call and upgrade not a scam?" As I mentioned above we are currently running at about five to seven business days for repairs. Our website's Terms and Conditions state "Standard Repair Turn Time: DigiExpress makes every effort to complete repairs as quickly as possible, usually within 2-3 business days, however due to the numerous factors involved in repairing an electronic device, we can not guarantee a turn time on any standard repair order." This is the reason we offer the 24 Hour Express Service - we can not always guarantee a turn time for every customer, but we do offer a solution to the customers who are in need of their device being repaired in a very short time frame. We understand that these devices are intricate to many people's daily lives, however, some customers are not very anxious about receiving their device back quickly and are happy to wait for their repair to be completed in the standard repair turn time. We do not have the ability to forecast the amount of devices that are going to be received for repair on any given day, and this causes the turn time to fluctuate and gives us the inability to advise a customer on turn time before a device is received here. I apologize if you did not anticipate your repair to extend past 2-3 days. Your device was shipped out using the US Postal Service's Priority Mail option. This shipment normally takes about two (2) to three (3) mailing days to arrive. Your tracking number is: [redacted]. You can track your package at the US Postal Service's website. I hope that my explanation of our service and the reasons why your order played out as it did assists in the resolution of this regrettable occurrence. If you have any additional questions or concerns, please feel free to respond back to this email. This morning, after the receipt of the Revdex.com complaint this email was sent: I was notified this morning that we had received a Revdex.com complaint regarding your situation. I apologize that I did not address your request for a refund in my previous email. I was alerted to the situation shortly after it occurred and I immediately drafted my email to you. I would be happy to return your Express Fee and expedited shipping costs to your Debit/Credit Card. Please understand, as I stated in my previous email, we do not intentionally hold customer's devices until they upgrade and then return them. We have a very standardized process here at DigiExpress and customer satisfaction is at the heart of what we do. The website does state the repair service could take 2-3 days, however, we are currently running at a turn time longer than that. Choosing to upgrade your repair to the 24 Hour Express Service was the correct way to process your order since you desperately needed it by the beginning of next week for your trip. I am happy that we were able to have the device serviced and shipped so you may enjoy it on your adventure. I am excited to say that you will be enjoying the device by this weekend! Thank you for utilizing our services. Your refund has been put through today and the $24.34 has been credited back to the card(s) you used through PayPal. Since the total amount was processed in two separate transactions, you will receive two separate transaction id numbers for the refunds. Express Fee - # [redacted] Total Refund: $20.00 Shipping Upgrade - # [redacted] Total Refund: $4.34 Please allow a few days for the refund to be put back onto your card. We thank you greatly for choosing DigiExpress and we hope to service your repair needs in the future.