Digital Nerd Inc

Thank you for allowing us to dispute the complaint. The customer brought in his Galaxy S4 with a shattered glass screen for repair. Upon checking in his device, we noticed the glass was cracked and there were...

damages to his phone on the frame, which most like had happened when the customer dropped the phone and broke his screen. Even if some cosmetic imperfections were made during the repair process we verbally advise customers about the possible risks during the repair process. In case some information was not verbally given to the customer, we have a check-in statement printed on the wall with the following statement:
 
“Thank you for choosing Nerd Solutions for your device's repair needs.
 
Please be advised that while nothing will be done by our techs to purposely cause damage to your device or loss of data and files from your device, mechanical failure of device components can happen without warning. If you have important information on your device such as family pictures, documents or financial records, and wish to minimize your risk of data loss, please inquire about our back up services before intensive diagnostic tests are performed.
 
Devices that are diagnosed as repairable, non-repairable or not cost effective for repair will be disposed of or recycled if abandoned for over 30 calendar days from check-in date at our sole discretion. It is the customer’s responsibility to verify that we have the correct contact information on file, which also appears printed on this sheet.
 
By checking in your device, you certify that you have read, understand and accept the terms of this agreement.”
 
With this said, we offered 2 repair options to the customer. Option 1 to refurbish his screen by replacing the glass only and gluing a new glass screen back to his own frame and LCD with Liquid Optical Clear Adhesive for only $89.99 plus tax. Option 2 to replace the complete screen assembly with an OEM replacement screen which included a new frame bezel, LCD and glass screen for $199.99 plus tax. The customer chose repair option 1 and we continued with the repair. The device was repaired with a new glass screen and returned to the customer. He tested it out to make sure everything worked and paid $97.19 which was the amount due after paying CA Sales Tax. Afterwards the customer decided he wasn’t happy with the cosmetics of the frame, which had nothing to do with the repair we had agreed on. We offered him to exchange it with a complete screen assembly with a 10% discount but he would have to pay the difference. He disagreed then left the store unhappy.
 
Please feel free to contact me if you have any further questions. Thank you!
 
[redacted]
 Nerd Solutions[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
This response does not address the damage my device sustained at Nerd Solutions.
 
1) I was not offered any other options. I came with with a cracked screen they said they could fix it for 89.99 and it would be done in 4 hours.
2) There were no cracks or pry marks in the bezel of my phone. To quote Cesar "The machine I use to get the glass off did that." This damage was made by the technician prying the glass off.
3) I took issue with the pry marks the instant my phone was handed back to me. You offered no realistic solution so I left the in a daze. Upon further examination I found the two cracks in the bezel. Now shocked at the final results I came back thinking a licensed and insured company would make this right.
4) After being "repaired" by Nerd Solutions my phone oozed glue for the remaining days I had it.
[redacted]5) My phone no longer had a working data after it was "repaired" at your store (glue saturation I assume). I had to work with Verizon for hours before finally replacing the device.[redacted]
6) Finally, a posted sign (which I honestly did not see) in no way signifies a legal and binding contract.  
 
You broke my phone both cosmetically and functionally and take zero responsibility for it. Mistakes happen, honest businesses shows professionalism and makes things right. I will considered this issue resolved when you refund the cost of my repair and phone.
 
[redacted]