Fix It Phone Repairs

Complaint: I am rejecting this response because:After I filed my complaint with the Revdex.com I sent my phone to the manufacturer [redacted] for proper repair only to have it sent back with the attached letter and photo I contacted them as suggested in the letter with further questions and was explained by their technician department that the initial repair done on my phone had actu [redacted] caused so much internal damage it would cost me the equivalent of buying a new phone as it would be to repair properly They explained to me the amount of scratches and gauges dug into the phone (which are clearly visible in the photo) during the first off repair had damaged the phone and brackets which securely and properly hold the LCD screen in place While I'm sure [redacted] is confident in his year technician skills, I do believe the photo and clear documentation from the [redacted] proves my point that these guys managed to damage my phone more than they repaired it and should be held accountable for such Sincerely, [redacted] ***

Hello *** ***, I am Sorry I did not respond earlier but as I am sure you saw from me opening the first email a few days back, I am very busy running two businesses working seven days a week. I don't always check the fix it phone repair emails since most all of our customers call or
come into the shop. On June 29th 2016, *** *** came into our business to get her *** ** active repaired, Which is when she left the device and paid for the repairWe ordered the part immediately from our supplier which in most cases we receivewithin to days for shippingWithin 24hrs in most cases the repair is completedMy Tech *** did the repair and like always we verify the parts to be in good working order before they are sealed and at that time the part worked fine then he sealed itThe next morning I went to turn it on and the LCD (the part which displays the picture) would not come on.I Immediately ordered a replacement which was done on July 6th I did not contact *** before she came in, and when she came in I let her know what had happenedWe agreed thatI would contact her friend's phone when the repair Iwould be complete and ready for pick upThe following week *** came back into the shop since she hadn't received a call yet regarding the pickup of her device.Later that daywe found outthat *** lost the part in shippingI then made various calls and sent a few emails to oursupplier trying to locatethe part.We tracked the package and found out that ithad been misent to Guam by *** and was sitting there for a week. Fin*** we were able to find out the estimated arrival andsaw that it would be arriving to Konaapproximately on the July 18thThe part did arrive on July 18th late in the afternoon closer to pmWe then stayed late,completed the repair, and texted the number *** left for us (last Four digits 8514)The Text went through on 7/19/at 9:p.m., and read as follows: This is fix it phone repairs and Ally's phone is ready and I would like to know where I can deliver it to her in the morning and at what time? I made it a point to be at the shop at a.mon 7/20/to make sure I would be able to drop off the device to her before she would get on to the boat but there was no replyA few days later *** came in to get her device and looked it over and made sure it worked correctlyThen on 7/29/at 3:pm *** left a text stating her phone screen had cracked overnight by it's self and was asking what we could do for her? This is where my tech *** took over texting *** and advising of the optionsSee ***'s attached statement belowWe do have a day warranty policy but it does not cover any type ofphysical damage done to the phonewhich is what *** believeshappened, and I do stand by my staff *** is a very honest hard working employee with a lot of experience.Our warranty would cover the digitizer failing or the LCD but not the outer glass cracking which suggests a drop or physical pressure (being stepped or sat on ect.) The reason physical damage is not warrantied, is because no supplier or cell phone carrier under any condition will warranty replace a part that has been physic*** damaged by the customer after it left the shop.I immediately order a tempered glass screenprotector for *** the second *** told me what had happened, but *** never came in for it but she did come in and speak with me around the second or third week of AugustHowever, it was not for the protector but for another issue with her phone which I believe it was the digitizer failing next which is common when there is damage to the outer screenShe then asked what I could do and I told her at that point she needs another complete screen assembly but she would have to cover the part and shipping cost and we would do it for no additional charge.*** then asked about the warranty and I told her it does not cover physical damage because our supplierwon't warranty it therefore we can't get credit and would not be able to refund her. My suppliers warranty policy:______providesa 30-day limited exchange warranty on all parts it sells. The warranty provided does not apply to a part if damaged by improper use, abuse, neglect, careless handling, or improper installationThe warranty is at ________sole discretion and only applies to exchanges for the same part.*** then stormed off and unhappy that I would not refund her $We have replaced one customersdevice in the past due to a technicians mistake but I do not see this as a mistake made by the tech, if it would have been the touch portion of the screen and not the glass cracking I would gladly have replaced the part at no cost to the customerAnd as for the slanderingreview put on yelp By *** we would like to see it removed since we believe we did everything for the customer that we could and even walked the extra mileIt is very unfortunate that she does not seem to think so. Customer Satisfaction is our #Goal and we strive for great customer service at fix it phone repairs and Fun In The Sun Rentalz.If youtake a look at our review base for both on yelp and see what type of businesses we run both are located in the same building. Unfortunately fix it phone repairs has not been operating as long as Fun In The Sun Rentalz and it has only a few reviews. ***'s Statement Hello, My name is ***and I am the technician for Fixit Phone RepairsI was the technician who fixed *** ***'s phoneThe first time the part was installed and it turned out to be defectiveSince the part was already installed we could not warranty replace the part through our authorized *** supplier. We ended up taking on the whole charge and ordering another screen out of pocket which cost $152.95. We notified *** about the situation when she came to pick her phone upand told her not to worry about any of the additional expenses, since we were going to eat the cost of the 2nd replacement part. After the second part was ordered, we notified *** *** and told her that we will contact her once the part came in and was installedOnce the part came in, we did the repair immediatelyWe stayed after hours to make sure that the sealing process for the new screen was completed that evening, before we opened the next day at 8:a.m. The same evening 07/at 9:p.mwe sent a text message to the number that was left on file to let them know that the item was ready for pick up the next morningWe even offered to deliver the item to Allyperson*** first thing that morning to the pier from which her boat was going to leave from.However, we never got a response from *** and the phonewas only picked up a few days later.The phone was fully tested before being returned to *** and was made sure to be fully functionalA week later we received a text from *** that she woke up to the phone having one long crack on the phoneThe phone was brought in the next day and the way the screen assembly was damaged, showed that the phone was either dropped, sat on, slept on, etc. I told this to *** and said that the best we could do is order a 3rd screen and charge her only for the part and not the labor, since I sympathized with her streak of bad luck; or I could go ahead and special order a Tempered Glass Screen Protector for her and put that on for her at no charge. Retail value ($25-$40)The Glass screen protector would have added a whole layer of glass on the screen which would help protect the damaged glass, keep the moisture from getting inside the digitizer (glass that responds to touch)and/or potenti*** cutting their finger, etc.I have over years of experience in the repair industryI started repairing the BlackBerry devices when they were still popular (the ones with the rolling trackball on the side.) I have not stopped repairing devices since and have repaired the*** *** *** *** *** *** *** *** *** phone brandsI have repaired smartphones, tablets, ipods, etc. This portion about my experience is not to brag, but to validate my conclusion of the situation. Thank you for taking the time to review these statements and if you need additional information you can always Call us at *** or email at *** Sincerely,Brian M***

Complaint: 11641701
I am rejecting this response because:After I filed my complaint with the Revdex.com I sent my phone to the manufacturer [redacted] for proper repair only to have it sent back with the attached letter and photo.  I contacted them as suggested in the letter with further questions and was explained by their technician department that the initial repair done on my phone had actu[redacted]  caused so much internal damage it would cost me the equivalent of buying a new phone as it would be to repair properly.  They explained to me  the amount of scratches and gauges dug into the phone (which are clearly visible in the photo)  during the first off repair had damaged the phone and brackets which securely and properly hold the LCD screen in place.   While I'm sure [redacted] is confident in his 10 year technician skills, I do believe the photo  and clear documentation from the [redacted] proves my point that these guys managed to damage my phone more than they repaired it and should be held accountable for such.
Sincerely,
[redacted]

Hello Revdex.com,We appreciate you helping us resolve this situation. I guess there is a little bit of misunderstanding on Ally's part regarding why the screen repair was delayed. The first screen that we received was damaged and unfortunately we have no control over [redacted] and in how it handles its mail. We could only put in the order and hope that the [redacted] employees will do their job and deliver the package undamaged. The moment the we knew the part was damaged, we let [redacted] know without giving any excuses and taking on the whole cost of the replacement part. The second screen was missent by [redacted] to GUAM. We are NOT ([redacted]) we do NOT have control of the package until it comes in through our front door of the business.  Also our screens are NOT poor quality aftermarket screens. If you need proof (receipt) that we purchased and "OEM" screen we can provide that. An OEM screen is (Original Equipment Manufacturer), in other words its made by [redacted] not a third party manufacturer. Lastly, [redacted] mentioned that there were some marks or scratches on the mid frame bezel where the screen seals to. The mid frame is something [redacted] chose NOT to replace. So therefore, if we use the old mid frame we have to remove the old adhesive for the new screen to even seal to the mid frame. If the old adhesive is not removed, the new screen will NOT seal to the mid frame bezel. It will pop up within 24 hrs.  The ONLY way to remove that old sticky adhesive is by using a combination of plastic or metal scrapping tool to remove it from the frame carefully. Obviously a adhesive removal tool will leave some type of mark on the surface it cleaning. Think of a mid frame on the phone like a car tire rim. When the tire blows out the rim is still good most of the times. When they use metal tools to remove the tire, it will scratch the inside of your rime but that does not affect the functionality in any way. Same with the mid frame, its just a sold piece of metal where everything bolts into and where the screen is sealed to. If it has a scratch on it, it will NOT affect the phone in ANY way and definitely wont just crack a screen.  Please keep in mind that we repair lots of phones on a daily basis and [redacted] phones make up a large percentage of the phones we repair. So we definitely have seen this repair before and never had any issues.Please advise,

Attached is a copy of both the receipt I received from Fixit Phones as well as a screen shot from [redacted] when I checked on the status of my phone showing notes from the technician stating scratches all over bracket.  The further detailes provided to me about the extent of my phone damages were done verbaly by a [redacted] Customer Service representative when I received my phone and was prompted to call with further questions. (I believe that document was previously uploaded.)  For this specific reason and request from the Revdex.com I have tried obtaining a written copy of these notes but am bounced from [redacted] department to department  only being read what is on the screen. The service number provided to me by [redacted] regarding my repair is [redacted] , support # [redacted]. I will make contact with [redacted] and try to obtain documentation of these notes  again.