eRepair

This guy is a genius; the experience I have had in the area is terrible, at the mall they rip you off, the phone stores want to rip you off; students wannabes the same; but this guy is so good that I thought it was a scam; I called, his name is ***; he has employees and vehicles that look like ambulances, he has made them into mobile repair shops!!!! he comes to you and charges cheaper than the phone companies, even your insurance!!! I couldnt believe it, so as I said after interrogating him, and refused to give him my credit card (They take credit cards!!!) I agreed for him to come; well this nice gentleman shows up, takes my phone minutes later is fixed! he even tells me he guarantees labor and partI am blown away; after an apology and thanking him profusely, here I am the least I can do and from what I can see a community service my humble reviewThank you ***, thank you eRepair!

[redacted], I hear you frustration and dissatisfaction with the service you received. eRepair strives to satisfy its customers with every available resource including 24 hour text responses as you are aware through our communications. I apologize for anything I said that you took as "mean and rude"....

This was not my emotional state nor was it my intention to communicate that message.I do not know that the screen we installed is not correct--I believe we installed the correct replacement part for the model into which it was installed. Perhaps the screen failed or perhaps the touch function is disabled in Windows. As an IT systems engineer with more than 30 years of experience in both hardware and software problem solving I can assure you that many factors are in play. When we last communicated in September, several months past eRepair's published 30-day warranty period, I asked you to provide me with information--specifically the part number of the original defective screen that I was charged with replacing. When you were unable to give me the information I required I was not able to provide any further assistance to you.  [redacted]eRepair, LLC[redacted]
[redacted]
[redacted]

Mr. [redacted]-I understand that you are not happy with the service you received and I also understand your frustration!  While we try very hard to meet all of our customer's needs, not all repairs result in full customer satisfaction.I personally had a similar situation with one of my vehicles....

 I was told by a third party that I needed to have my wheel bearings replaced.  I scheduled an appointment and gave my time and money to a reputable auto service who replaced all four.  Although the noise and vibration I was experiencing was not resolved by the repair.  It occurred to me to ask for a refund, but being in the service industry myself, I realized that this company had lived up to their end of the bargain by replacing the parts, and that they had no liability.Phones are much like cars, Mr. [redacted].  You told me that the [redacted] representative referred to have your screen replaced.  I replaced your screen twice driving to two different locations at your convenience to do so.While I sympathize with your dissatisfaction, I ask you to view this with objectivity and fairness.Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mrs. [redacted],I hear your frustration and I understand. I too am frustrated when my electronics do not perform fully.I repaired the broken screen on your iPhone 6 for a fair price of $149. When you complained about an ear speaker issue and wanted a full refund and your original screen replaced, i...

resolved your separate ear speaker issue for $40. When you then complained about a proximity sensor, Bluetooth connectivity, and battery performance I directed you to ulitize [redacted]'s warrant program which has a four day turn around. Many of your fears are unfounded. I have had numerous phone and text conversations with both you and your husband. Trust the process--following the steps I have repeatedly suggested will result in your having a fully functional device. I must ask with all due respect that you and your husband cease your harassment of me and eRepair. Please. No one benefits from these tactics and they will not provide any tactile satisfaction. Sincerely,[redacted]

I have reviewed the response offer 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.
Thank you for acknowledging that not all of your repairs result in full satisfaction.  I hope you address that with each of your dissatisfied customers.I understand that you did what you said you would do, replace the screen, but, the second screen was messed up.  Top left hand corner.  I sent you a picture of it, and you did not offer to replace it again.  I received a messed up screen.  Plus, you stated that there was a warranty on parts and labor.  I'm out $180 bucks, and you potentially, have two screens that had nothing wrong with them, as you stated that you disagree with the USCC Customer Sales Rep, and stated it was the the mother board.  So, you have two screens you can use for another repair, or, return on warranty, and I have one that has a bad corner in it.  You have befitted three fold from my business.  Two screens, my original, the one you bought to replace my screen with, and my $180.  Good business deal for you, not so good for me as I am stuck with a bad screen, and out $180.  You did drive to two different locations at my convince.  The first meeting, locally, you were 40 minutes late, with no call until after I was on my way home.  You offered, in good faith I assumed, since you stood me up the day before.  The second time, was to replace what we assumed was a faulty screen, a few minutes from where you routinely are.  Isn't your business a model repair center and you advertise that you will come to the customer?  Yes, it is.. so, not sure why you state you drove to two different locations at my convenience, when you do that for all your customers.I appreciate your sympathy, and hope that you look at my rejection of your offer of nothing, while you are benefited three fold, with objectivity and fairness.  Request compensation of $100 dollars, or a working replacement screen, perhaps my original screen back (not installed).
Regards,
[redacted]

I have reviewed the response offer 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.
The business owner indicates that it could be other issues that are not related to the screen he installed and that we did not provide him with the part number he requested. Before contacting the business owner, we had two IT professionals check all parts/connections/ etc. to see if there were additional issues They determined that the connection, parts, hardware (non-screen), and software were all in good working condition. They determined that the part must be incorrect or at best damaged during/before installation. Secondly, we responded to the business owner's request for the part number by repeatedly asking him via text to tell us which number was the part number as there were several numbers on the back of the screen and we were not sure which one referred to the part. He repeatedly refused to clarify which number he needed. He was repeatedly unwilling to help us figure it out. In addition, although he says that his 30 day guarantee is widely publicized, we never saw that and he never provided us with that information. Instead he told us he would help us sort it out "whenever [we] got the other hardware repaired".
Regards,
[redacted]

Review: On October 12, 2015, I dropped my phone and it was broken to the point that there was no display on the screen so I took it to [redacted] to pursue a warranty replacement. After some unexpected delays (I wasn't authorized on the account and my husband was out of town and unable to add me right away), the rep at [redacted] in the NRV mall recommended that I try eRepair and endorsed him, saying that “if there’s something wrong that he can’t fix, he’ll put your broken screen back on and won’t charge you.” Looking for a fast and convenient repair, this seemed like a good option so I let him set up a meeting with [redacted] for the fix. He met me promptly and after about 20-30 mins, handed my phone back and it looked great. I paid him $149+tax and went on my way. It wasn’t long until I realized that the people I was talking to couldn’t hear me unless I was on speaker. I called [redacted] back within an hour and told him about my problem and that I was unhappy and would like my defective screen back so that I could pursue the warranty repair. He was very rude and condescending and said that he was an engineer and he could fix my phone. We agreed for him to meet me the following day to perform the additional speaker repair, implying that it would be free. He met me and spent out 30 minutes repairing and testing my phone (he said it was fully functional) before charging me an additional $40 for the repair. I made the mistake of paying him in (in cash) [redacted]s that this whole mess would finally be behind me. Unfortunately, it was just the beginning. I quickly discovered that I couldn’t have an effective conversation on my phone because the screen was so sensitive that it would either push mute, press numerical buttons to beep in both our ears, try to FaceTime, or disconnect. I also discovered that my Bluetooth devices wouldn’t connect and my battery life was draining very quickly, requiring multiple charges per day after minimal use. After texting [redacted] with my issues, I was told that “some repairs don’t go as smoothly as we’d like” and that while he didn’t offer refunds, that he does warranty his work. He said that he had “forwarded [my] offer to a manager who will review it and get back to [me] within three business days” with a solution. After 4 days, I responded that I hadn’t heard anything from his manager. With no further mention of his “manager” (we later found out he doesn’t have one and blatantly lied, likely to stall in [redacted]s that I wouldn’t follow up), he indicated “it grieves him that [I] am having so many unrelated issues” and stated that he has “never encountered a single device with a system failure in every peripheral system” and stated that it should be covered under [redacted] repair and that I could send off my phone and they would repair it. Although I know this was not an [redacted] issue (the phone worked perfectly for 10 months until [redacted] “fixed” it), I read [redacted] warranty policy, which clearly states (in bold) that the warranty does not cover damage caused by service performed by anyone other than [redacted]. My husband called him and he was rude to him as well before hanging up on him, again stating that [redacted] would do the repair for free and refusing a full or even partial refund or additional repairs (which we'd be inclined to deny). When my husband pushed him for his manager’s name, he declined and eventually sent his own email address as his manager’s contact (when we knew all along that it was his business). That’s where we are at today, with no resolution to my problem other than to attempt to send my device (and only form of communication) to [redacted] while [redacted] keeps my money. I suspect that if I did send the phone off to [redacted], I wouldn't get it back (fixed or not) until after his "30 day warranty period" had expired, at which point he'd write us off for good.Desired Settlement: We would like a refund of our money paid for dis-satisfactory repair. ($196).

Business

Response:

Mrs. [redacted],I hear your frustration and I understand. I too am frustrated when my electronics do not perform fully.I repaired the broken screen on your iPhone 6 for a fair price of $149. When you complained about an ear speaker issue and wanted a full refund and your original screen replaced, I resolved your separate ear speaker issue for $40. When you then complained about a proximity sensor, Bluetooth connectivity, and battery performance I directed you to ulitize [redacted]'s warrant program which has a four day turn around. Many of your fears are unfounded. I have had numerous phone and text conversations with both you and your husband. Trust the process--following the steps I have repeatedly suggested will result in your having a fully functional device. I must ask with all due respect that you and your husband cease your harassment of me and eRepair. Please. No one benefits from these tactics and they will not provide any tactile satisfaction. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: eRepair was recommended to me by the Customer Services Rep at a local [redacted] store, stating that the screen was messing up, and could be repaired. I got my screen replaced by eRepair a few days later. No longer that 30 minutes later, the screen was doing the same thing. I called asking what the warranty on parts and labor was, and he said I was covered and offered to replace what he called a faulty screen. The screen was replaced two days later. When I picked the phone up, there was a spot in the top left corner of the screen. There was a white spot that was causing the color to be distorted, and was about 1/4 inch that was very noticeable. I took a picture and sent it to him, asking if this would go away. He said he had no idea. I said I would let him know in a day or two. The screen began to do the exact same thing as the first replacement, but worse. I recorded a video and sent it to him. I also showed the Customer Service Rep at the local [redacted] store, and again they said it was the screen. I told Tom this, and he said that he disagrees with the Customer Service person. I asked him what we could do about it, that I had spent $180 bucks for a new screen, that wasn't fixed. He said that it was the mother board, and stopped responding to my text. Since Tom sated with the first repair, that there was a warranty on parts and labor, I am requesting a refund on the part, which Tom told me was most of the $179 cost.Desired Settlement: I am requesting a refund on the part/screen since it was under warrant, per Tom, owner and operator of eRepair LLC. I was told that most of the $179 was the cost of the new screen.

Business

Response:

Mr. [redacted]-I understand that you are not happy with the service you received and I also understand your frustration! While we try very hard to meet all of our customer's needs, not all repairs result in full customer satisfaction.I personally had a similar situation with one of my vehicles. I was told by a third party that I needed to have my wheel bearings replaced. I scheduled an appointment and gave my time and money to a reputable auto service who replaced all four. Although the noise and vibration I was experiencing was not resolved by the repair. It occurred to me to ask for a refund, but being in the service industry myself, I realized that this company had lived up to their end of the bargain by replacing the parts, and that they had no liability.Phones are much like cars, Mr. [redacted]. You told me that the [redacted] representative referred to have your screen replaced. I replaced your screen twice driving to two different locations at your convenience to do so.While I sympathize with your dissatisfaction, I ask you to view this with objectivity and fairness.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response offer 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.

Thank you for acknowledging that not all of your repairs result in full satisfaction. I hope you address that with each of your dissatisfied customers.I understand that you did what you said you would do, replace the screen, but, the second screen was messed up. Top left hand corner. I sent you a picture of it, and you did not offer to replace it again. I received a messed up screen. Plus, you stated that there was a warranty on parts and labor. I'm out $180 bucks, and you potentially, have two screens that had nothing wrong with them, as you stated that you disagree with the USCC Customer Sales Rep, and stated it was the the mother board. So, you have two screens you can use for another repair, or, return on warranty, and I have one that has a bad corner in it. You have befitted three fold from my business. Two screens, my original, the one you bought to replace my screen with, and my $180. Good business deal for you, not so good for me as I am stuck with a bad screen, and out $180. You did drive to two different locations at my convince. The first meeting, locally, you were 40 minutes late, with no call until after I was on my way home. You offered, in good faith I assumed, since you stood me up the day before. The second time, was to replace what we assumed was a faulty screen, a few minutes from where you routinely are. Isn't your business a model repair center and you advertise that you will come to the customer? Yes, it is.. so, not sure why you state you drove to two different locations at my convenience, when you do that for all your customers.I appreciate your sympathy, and hope that you look at my rejection of your offer of nothing, while you are benefited three fold, with objectivity and fairness. Request compensation of $100 dollars, or a working replacement screen, perhaps my original screen back (not installed).

Regards,

Review: This April, I contacted ERepair to get service on a laptop with a possible internally damaged screen. The business owner indicated that he could supply us with a replacement screen and that he "guaranteed the repair". Almost all correspondence took place via text message. We provided him with the computer model information and informed him that it was the touch screen version. We paid an extra for him to purchase and install a touch screen. In May, when the screen arrived, he installed the new screen only to realize that it still would not work. He informed us verbally that whenever we got the computer fixed, if there was any problem with the screen, he would remedy it. We were out of the country for several weeks after that but as soon as we returned, we found a repair shop that was able to fix the reason images would not appear on the screen. When we got the computer back home in August, we realized that the screen ERepair had installed was not the touch screen we ordered. When we contacted the business owner, he asked us to verify the number on the original screen. We tried to figure out what he meant and contacted him asking him to be more specific about which number he meant as there were several on the screen. He never responded. Ten days later I followed up to ask him again for specifics about which number he needed. He was mean, rude, and quite nasty and informed me that it wasn't his problem and that his warranty had expired. This was the first time he had mentioned a thirty day warranty. I reminded him that he told us he would remedy any issues after we got the computer fixed. He continued to say it was not his concern and that it could be the correct screen but with problems. After I told him I would file a Revdex.com complaint, he asked me to provide him with the number. I asked again for him to specify which number. He has again refused to respond. Full text transcripts available upon request.Desired Settlement: All I ask is that I get the screen I ordered. I paid extra to replace my touch screen and I would like to have it instead of the non-touch one I was given.

Business

Response:

[redacted], I hear you frustration and dissatisfaction with the service you received. eRepair strives to satisfy its customers with every available resource including 24 hour text responses as you are aware through our communications. I apologize for anything I said that you took as "mean and rude". This was not my emotional state nor was it my intention to communicate that message.I do not know that the screen we installed is not correct--I believe we installed the correct replacement part for the model into which it was installed. Perhaps the screen failed or perhaps the touch function is disabled in Windows. As an IT systems engineer with more than 30 years of experience in both hardware and software problem solving I can assure you that many factors are in play. When we last communicated in September, several months past eRepair's published 30-day warranty period, I asked you to provide me with information--specifically the part number of the original defective screen that I was charged with replacing. When you were unable to give me the information I required I was not able to provide any further assistance to you. [redacted]eRepair, LLC[redacted]

Consumer

Response:

I have reviewed the response offer 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.

The business owner indicates that it could be other issues that are not related to the screen he installed and that we did not provide him with the part number he requested. Before contacting the business owner, we had two IT professionals check all parts/connections/ etc. to see if there were additional issues They determined that the connection, parts, hardware (non-screen), and software were all in good working condition. They determined that the part must be incorrect or at best damaged during/before installation. Secondly, we responded to the business owner's request for the part number by repeatedly asking him via text to tell us which number was the part number as there were several numbers on the back of the screen and we were not sure which one referred to the part. He repeatedly refused to clarify which number he needed. He was repeatedly unwilling to help us figure it out. In addition, although he says that his 30 day guarantee is widely publicized, we never saw that and he never provided us with that information. Instead he told us he would help us sort it out "whenever [we] got the other hardware repaired".

Regards,

This guy is a genius; the experience I have had in the area is terrible, at the mall they rip you off, the phone stores want to rip you off; students wannabes the same; but this guy is so good that I thought it was a scam; I called, his name is [redacted]; he has employees and vehicles that look like ambulances, he has made them into mobile repair shops!!!! he comes to you and charges cheaper than the phone companies, even your insurance!!! I couldnt believe it, so as I said after interrogating him, and refused to give him my credit card (They take credit cards!!!) I agreed for him to come; well this nice gentleman shows up, takes my phone 20 minutes later is fixed! he even tells me he guarantees labor and part... I am blown away; after an apology and thanking him profusely, here I am the least I can do and from what I can see a community service my humble review... Thank you [redacted], thank you eRepair!