First Choice Wireless

Initial Business Response / [redacted] (1000, 8, 2016/07/07) */ Hello Mrs [redacted] The referred to customer on Friday has entered the store with a broken screenWhen the technician open the phone he found that the battery was so extended sort of a swallowed batteryThe technician advised her that not only the screen is broken but the battery was totally damaged and extendedWhen the technician tried to remove the battery using the tool that is always used to remove batteries, the phone has exploded and was caught on fireThe only reason for the fire was the damaged extended batteryI then asked the customer's daughter " where you using the phone while charging it" and her answer was "always"So I advised the customer that this was the reason for the explosionThe battery could have simply exploded anytime and could have caused severe damages to the technician hands or faceThere were technicians on the premises who have witnessed the incidentI personally explained to her the whole situation and notify her the fire was not our fault but was due to the battery damage and swallow I also advised the customer that we will try to fix the phone, the technician placed the phone's motherboard in a solution for hoursWe did place it in the solution on Friday and we tried to place it on the phone and try it on Sunday but it still didn't workWe place in the solution again for another trial where the customer came in the store her and her husband and starts a bad attitude with everybodyThey wanted me to replace the phone since it was in a good condition, I notified them that if it was in a good condition why they did bring it to be repaired on the first place? The husband then start to threaten me that he will be waiting for me outside and he said" watch what will happen to you" the mall security and more people where a witness for thisI then asked the customer to call the police if she wants to phone cause I wanted them to document and witness me giving her back the phoneThe husband suddenly disappeared and the police came and I gave her the phone backShe was upset cause the screen was broken, but my question is why wouldI give her a new screen when it was broken on the first place Also she wants to get the amount of the phone, I don't see either myself or any of the technician are responsible for this matter, since the phone was damaged and broken when she first entered the store and that was the reason of her bringing it to repairFinally the fire was due the battery being extend which occurred from the misuse of the phone Hope I have explained the whole matter, and if you should need any more information please don't hesitate to contact me Thanks so much, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only issue with the phone on Friday was that the screen was crackedThe phone was fully operationalI asked for the price of a replacement battery, I was told the priceI agreed to pay said price for a replacement screen and batteryOnce the technician started to work on the phone by removing the battery with their "tool" the battery explodedThe battery was not swollen, swallow or extendedOnce the phone caught on fire his technicians assured me that the phone was fineMy daughter never answered [redacted] "always"She does not even talk on the phoneWhich can be verified by cell phone billsI was asked to leave and return by his technician and would be called once the phone was ready to be picked upI was never calledI returned to the store on Sunday [redacted] stated that the phone was broken and there was nothing he could doThe transaction took place with myself and [redacted] I am the customer who solicited [redacted] 's business [redacted] and his employees damaged the phone beyond repair [redacted] refused to negotiate to have it fixed or replaced, instead he and my husband who has nothing to do with the services not provided got into a yelling matchMy husband asked for his business license and [redacted] became even more hostileAt that time [redacted] called security and had my husband escorted outWe were able to get a picture of the expired business license by the security officerAt no time did [redacted] feel threatened as I was not asked to leaveI asked [redacted] if my phone was going to be returned and he said "NO"He then called the policeMyself and my husband waited for the police outside the building [redacted] asked the security guard to come and get me so a statement can be completed [redacted] would not return the phone unless a written statement was completedThe statement was written by myself and signed by myself and [redacted] I Snapped pictures of the statement and have them as proofThe phone was fully operational and I have verification via the cell phone bill that the phone was being used right up until we went to have the screen repaired at [redacted] 's businessMyself nor my husband left the premises, we waited for the police to show upMy husband did not disappear as claimed by [redacted] The security guard was waiting with us for the policeThree near by business owners approached myself and my husband to tell us to take [redacted] to court as [redacted] and his employees always do "this" to the customersI myself witnessed another customer upset with [redacted] and his unethical business practicesI came in to only have my daughter's screen replaced on her phoneI left after being humiliated and embarrassed with a $paper weightCurrently the phone does not even have the original pieces on it, those are still with [redacted] [redacted] and his employees are responsible for the unreversable damage done to the phoneNot one of his employees are trained techniciansIf they were then the phone battery would not have been removed with a box cutterNor would the battery have blown upIf [redacted] or any of his employees seen the battery extended as he states, then he should have refused to replace the battery and refuse to replace the screen however he chose to continue to work on the phone prior to and even after the battery explodedIf [redacted] felt threatened then why was I asked to return to the store to complete a statement? The security guard was just as frustrated as I was as [redacted] would not return the phone [redacted] must take responsibility for damaging the phone beyond repair while he and his employees were replacing a part

Initial Business Response /* (1000, 8, 2016/07/07) */
Hello Mrs [redacted]
The referred to customer on Friday has entered the store with a broken screen. When the technician open the phone he found that the battery was so extended sort of a swallowed battery. The technician advised her that not...

only the screen is broken but the battery was totally damaged and extended. When the technician tried to remove the battery using the tool that is always used to remove batteries, the phone has exploded and was caught on fire. The only reason for the fire was the damaged extended battery. I then asked the customer's daughter " where you using the phone while charging it" and her answer was "always". So I advised the customer that this was the reason for the explosion. The battery could have simply exploded anytime and could have caused severe damages to the technician hands or face. There were 2 technicians on the premises who have witnessed the incident. I personally explained to her the whole situation and notify her the fire was not our fault but was due to the battery damage and swallow.
I also advised the customer that we will try to fix the phone, the technician placed the phone's motherboard in a solution for 24 hours. We did place it in the solution on Friday and we tried to place it on the phone and try it on Sunday but it still didn't work. We place in the solution again for another trial where the customer came in the store her and her husband and starts a bad attitude with everybody. They wanted me to replace the phone since it was in a good condition, I notified them that if it was in a good condition why they did bring it to be repaired on the first place? The husband then start to threaten me that he will be waiting for me outside and he said" watch what will happen to you" the mall security and 5 more people where a witness for this. I then asked the customer to call the police if she wants to phone cause I wanted them to document and witness me giving her back the phone. The husband suddenly disappeared and the police came and I gave her the phone back. She was upset cause the screen was broken, but my question is why would. I give her a new screen when it was broken on the first place.
Also she wants to get the amount of the phone, I don't see either myself or any of the technician are responsible for this matter, since the phone was damaged and broken when she first entered the store and that was the reason of her bringing it to repair. Finally the fire was due the battery being extend which occurred from the misuse of the phone.
Hope I have explained the whole matter, and if you should need any more information please don't hesitate to contact me.
Thanks so much,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only issue with the phone on Friday was that the screen was cracked. The phone was fully operational. I asked for the price of a replacement battery, I was told the price. I agreed to pay said price for a replacement screen and battery. Once the technician started to work on the phone by removing the battery with their "tool" the battery exploded. The battery was not swollen, swallow or extended. Once the phone caught on fire his technicians assured me that the phone was fine. My daughter never answered [redacted] "always". She does not even talk on the phone. Which can be verified by cell phone bills. I was asked to leave and return by his technician and would be called once the phone was ready to be picked up. I was never called. I returned to the store on Sunday. [redacted] stated that the phone was broken and there was nothing he could do. The transaction took place with myself and [redacted]. I am the customer who solicited [redacted]'s business. [redacted] and his employees damaged the phone beyond repair. [redacted] refused to negotiate to have it fixed or replaced, instead he and my husband who has nothing to do with the services not provided got into a yelling match. My husband asked for his business license and [redacted] became even more hostile. At that time [redacted] called security and had my husband escorted out. We were able to get a picture of the expired business license by the security officer. At no time did [redacted] feel threatened as I was not asked to leave. I asked [redacted] if my phone was going to be returned and he said "NO". He then called the police. Myself and my husband waited for the police outside the building. [redacted] asked the security guard to come and get me so a statement can be completed. [redacted] would not return the phone unless a written statement was completed. The statement was written by myself and signed by myself and [redacted]. I Snapped pictures of the statement and have them as proof. The phone was fully operational and I have verification via the cell phone bill that the phone was being used right up until we went to have the screen repaired at [redacted]'s business. Myself nor my husband left the premises, we waited for the police to show up. My husband did not disappear as claimed by [redacted]. The security guard was waiting with us for the police. Three near by business owners approached myself and my husband to tell us to take [redacted] to court as [redacted] and his employees always do "this" to the customers. I myself witnessed another customer upset with [redacted] and his unethical business practices. I came in to only have my daughter's screen replaced on her phone. I left after being humiliated and embarrassed with a $600.00 paper weight. Currently the phone does not even have the original pieces on it, those are still with [redacted] and his employees are responsible for the unreversable damage done to the phone. Not one of his employees are trained technicians. If they were then the phone battery would not have been removed with a box cutter. Nor would the battery have blown up. If [redacted] or any of his employees seen the battery extended as he states, then he should have refused to replace the battery and refuse to replace the screen however he chose to continue to work on the phone prior to and even after the battery exploded. If [redacted] felt threatened then why was I asked to return to the store to complete a statement? The security guard was just as frustrated as I was as [redacted] would not return the phone. [redacted] must take responsibility for damaging the phone beyond repair while he and his employees were replacing a part.