Fast Phone Repair LLC

I am rejecting this response because:I know that the phone was not dropped in the short time between picking the phone up after the alleged repair, and the time I returned.  Secondly, if disassembley requires "prying" a person would believe that reassembly must require some sort of pressure that could have caused a small crack that just expanded over the following day.  Third, the false statement that any offer of repair at any cost simply never happened. The staff that were there when I brought the phone back were attimate that "NO" coverage of warranty would be offered.  Windows crack right from the factory all the time due to stress, temp changes, etc.  That doesn't make it the customer's fault.  This business made no effort towards? resolving my complaint.  Even a partial refund might have been acceptable at the time. But when I am accused of being a liar as to what transpired from the time the phone was picked up and returned.  No repairman is perfect...Accident s happen...

According to our records [redacted] Stopped in on 3/6/2017 between 10-11am then filled out the information on our drop off sheet. We tested the phones functionality and poted it in the computer (Powers On - Yes, Evidence of liquid damage? - No Are the following components functional?...

Digitizer - yes, Proximity Sensor - yes, Test Call - yes, Front Camera/Back Camera - yes, Volume Button(s) - yes, Home Button - yes). After everything tested out we started on the repair. For his specific model phone (XT1080) the replacement glass screen comes in a combination unit from the factory including more parts than are broken. With the replacement of the broken digitizer (sometimes referred to the glass) we also replace the LCD and the front frame that attaches to the screen since it is all preassembled. To get into this device you remove the back plate of the phone with plastic pry tools, take out the motherboard by removing the screws and the flex cables as shown in the ifixit guide: https://www.ifixit.com/Guide/Droid+Ultra+XT1080+Front+assembly+with+frame+Replac...⇄ There are a few steps I am not listing here that are in the ifixit guide but are very minor. The repair tech took the new screen and reassembled the device in the reverse of what I listed. The tech that repaired the phone has fixed hundreds of devices and this one in particular is not a very difficult repair because it does not require any replacement of any adhesives. The screen we replaced (as stated on the bottom of the receipt) includes a warranty on defects (touch function not working correctly, LCD issues not related to cracking like flickering, adhesive failing on the screen causing it to lift, defective touch LCD's). It does not include incidental damage due to an accident causing the screen to crack. When the customer dropped the phone off for the repair he did not have a case on the phone and as a company we do sell and recommend protecting your device because the right impact will break the screen no matter if they are walking out of the store right after a repair or if its 5 years from then. The computer system says the phone was picked up on 3/6/17 at 1:47pm. I have not reviewed the security camera but the manager who fixed the phone, billed the customer out, and talked to the customer when he came back said it was 2 days after (3/8/16) at about 1pm not the 1 day as [redacted] recounts. The manager stated in an email to me about the incident that "Upon examining the phone there was a deep scratch and divot in the glass going right through where the crack was about midway in the screen." Based on the 100,000 phones we have fixed out of our shop to date our professional opinion is that some sort of accidental stress or impact would be needed to cause a break in the screen like the one he has and it is not covered under our warranty. Once the screen broke it voided out the warranty we offer. At this point there wouldn't be grounds for a refund. All of this considered we do understand the customer is upset with the situation and did offer to fix it for a penny over our current cost on the screen which is $70 plus tax. The customer refused then said "he would never be giving us his business again."