Fix My Gadget

Dear Revdex.com of IL, We are happy to respond to the Warranty Issues that was made relevant in the [redacted] repair At Fix My Gadget, we proudly offer a lifetime parts warranty on the screen repair that Mr [redacted] received Like with all warranties in our industry, if the customer returns to the store with new damage to the parts that we installed (i.ere-injured and/or broken again for example in this case) the part’s warranty is considered void Mr [redacted] understood this and signed the terms and conditions page when he had his screen fixed on 02-21- See enclosed document with customer’s signature Back Story: Mr [redacted] came back to the store with some touch screen issues After inspection of the glass digitizer, it was discovered that the phone had been re-injured and had a new crack display On the day that Mr [redacted] came to our office, he was offered a discounted repair, because he just had his device repaired and we thought that was fairAfter further talks with Mr [redacted] he believes that we brokes his device when he returned to the store and that we should pay for the repair As the owner of Fix My Gadget, I made a decision to honor Mr [redacted] request and repair his phone at no cost to him Even though we made several attempts to contact Mr [redacted] to resolve this issue, he has not come in to have the work done at no cost Fix My Gadget, Inc

We regret that this interaction wasn't the best one the customer could have had and we take great pride in the quality of our customer's experienceUnfortunately, this one fell short of our goalsWe provide a minimum of a month warranty on all work performedThe information regarding our warranty is provided at the front counter for our customers to review prior to the repair and is included on their invoice for their own recordsThe text reads as follows: Unless otherwise specified, most of our repairs are covered under a month part warranty against any manufacturing defects and problems from installationPart warranties do not include damage caused by the customer within the warranty periodIn addition, we have a month workmanship warranty that covers materials used in the reassemble process For example, adhesive used to secure partsAll warranties go into effect at the time of purchase, not when you receive your deviceWorkmanship warranties are void if there are new damages to the deviceWhen the customer brought in the Microsoft Surface Pro, per his own statement, “the new screen started to crack at the top near the camera eye.” As stated in our warranty information, our warranty covers manufacturing defects and issues caused during installationCracked glass would not classify as a manufacturing defect and unless it left with a crackAs the customer stated in his complaint, the crack occurred approximately four months after the repairWe would never accuse someone of mishandling their deviceHowever, we stand by the fact that the device was in good working order met the customer’s standards at the completion of the repair and that we cannot be held liable for any future damages that are unrelated to our work or the quality of our parts, and unfortunately this would be considered unrelated to our work and unrelated to the quality of our partsIn regards to the scratches on his Microsoft Surface Pro case, the device is made from a Magnesium Alloy called VaporMG, a material that they’ve used for the entire Surface product lineWhile this material is lightweight and can be used in thinner construction in comparison to Aluminum, it’s painted and is highly prone to scratching unlike other devicesWe take great care to ensure that devices are not damaged further while in our care, and we will take action regarding things like scratches or other damage if a customer believes that this damage occurred while it's in our care if it's brought to our attention when the device is picked upHowever, scratches can occur on a device after less than a day of use on a device such as the Surface Pro 3, and the customer opted to not bring any details regarding any scratches to our attention when he picked up the device and also chose not to mention these details until months laterAs for repair timesWe strive to have the fastest turn around time available to our customers, and as such we work with several different parts vendors to ensure that we get our parts as quickly as possibleShipping time for parts can vary from vendor to vendor, and we try to be upfront in regards to what anticipated shipping and repair times may beTypically, this part can be acquired on a next day delivery from one of our usual vendorsI suspect that, based on the customer's account of the time frame of the repair, that our usual vendor was out of stock on this part initiallyRegarding the customer’s interaction with our employee, we’ll be speaking with them regarding his interaction and will handle this issue internally to ensure that our customer’s are treated with the utmost respect in the futureThis interaction does not reflect our ideals or

We have a resolution on the matter. After futher inspection of the customer's Cracked device, we have determined that customer's frame had an internal Mid-Frame bend causing the display to ghost. We have offered the customer a fix and thank thank them for there patience in getting
this resolve With a second look. We were able to realign the iPhone case and reinstall a new part. The customer was happy -- Larry Mikell COO / Business Development Management / Technician Fix My Gadget, IncMobile: 309-303-

Initial Business Response /* (1000, 5, 2015/11/03) */
Mrs *** Dropped her iPhone plus into the river months before she came into our office requesting water damage repair serviceAt the time of her check-in, she also indicated the the device was complete submerged under the river water for
about secondsShe also indicated that she put the iPhone plus in a bag of rice for days and pulled it outShe used it for months until screen and camera started glitching and was failing
We explained to Mrs *** that because of the water damage and time factor (months) of when the device was submerged into water, that we did know if the device would be repairAs a result, we would only charge her for the attempt to fix the device ($49.99)When we open the device, we notice that the device had severe corrosion, but attempted to move forwardAfter we complete the 1st round of treatment, we were getting everything to work fine with a new screen and front camera
During the cheprocess, we went over the "Terms and Condition" of Water Damage repair and had her sign the following document:
"Because of the uncertainties with Water Damaged and the unforeseen issues that can result from liquid damage cleanup services, we are not able to provide any warranty on parts or services provided during the repair processIt's also important to note that liquid damage devices can have limited functionality and / or work at check-inThis functionality could get progressively worst or become non-functioning due to the corrosion break-down and chemical reaction from liquid exposureIn the event your device has limited functionality at check-in, it is advised to badata while possibleWe are in no way responsible for the loss of any data or media on any deviceWater damage recovery can sometimes force devices into safe mode or restore mode causing the technician or customer to reset device back to factory settingsIn some cases this can only be done with the user name and password assigned to device software account i.eiCloudElectronics that come into contact with liquid can be a challenging repairIf a unit is recoverable by our liquid damage process this does not guarantee that the unit will stay fully functional for any period of timeThis is also the case even if we put new parts into the unit to bring it back to full functionalityDue to the nature of liquid damage a unit can still have microscopic levels of corrosion on any component on the device which over time can destroy contacts on the logic boardAs a result, this can deteriorate the functionality of your device and it can become nonfunctionalThis is not covered under our warrantyIn the event your device becomes unresponsive or losses some functionality after initially deemed repaired we will refund your money less the $water damage feeWe will also replace all new parts put on the device with non-working part(s) due to original/damaged part(s) being discarded(Wicalendar days)If this happens after the first calendar days we will offer a one-time courtesy "level-one" cleaning and cable recheck (Withe first calendar days)After the calendar days any new attempt on the said device would have to be checked back in as a new repair." Document enclosed
On Mrs ***'s second return, we noticed that the device was back glitchey again and getting progressive worse; and, the device was going into restore modeAs a result, we refunded mrs all funds less the initial water damage cleaning
We make every effort to reverse the damage of water damage, but due the uncertainty of corrosion damage we are unsuccessful in some caseWe made every attempt to recover the device to full functionality but did notFor that, we gave refund
Mrs *** thinks now that we are responsible to buying her a new iPhone because the device repair was unsuccessfulWe stand behind our mistakes if we are wrongIn this case, we are not liable for a water damaged phone, not being restored to full functionalityWe make this case at the time of cheby having all customers sign the "Terms and Condition", as Mrs *** did

We regret that this interaction wasn't the best one the customer could have had and we take great pride in the quality of our customer's experience. Unfortunately, this one fell short of our goals. We provide a minimum of a 6 month warranty on all work performed. The information regarding our...

warranty is provided at the front counter for our customers to review prior to the repair and is included on their invoice for their own records. The text reads as follows: Unless otherwise specified, most of our repairs are covered under a 6 month part warranty against any manufacturing defects and problems from installation. Part warranties do not include damage caused by the customer within the warranty period. In addition, we have a 6 month workmanship warranty that covers materials used in the reassemble process.  For example, adhesive used to secure parts. All warranties go into effect at the time of purchase, not when you receive your device. Workmanship warranties are void if there are new damages to the device. When the customer brought in the Microsoft Surface Pro, per his own statement, “the new screen started to crack at the top near the camera eye.” As stated in our warranty information, our warranty covers manufacturing defects and issues caused during installation. Cracked glass would not classify as a manufacturing defect and unless it left with a crack. As the customer stated in his complaint, the crack occurred approximately four months after the repair. We would never accuse someone of mishandling their device. However, we stand by the fact that the device was in good working order met the customer’s standards at the completion of the repair and that we cannot be held liable for any future damages that are unrelated to our work or the quality of our parts, and unfortunately this would be considered unrelated to our work and unrelated to the quality of our parts. In regards to the scratches on his Microsoft Surface Pro 3 case, the device is made from a Magnesium Alloy called VaporMG, a material that they’ve used for the entire Surface product line. While this material is lightweight and can be used in thinner construction in comparison to Aluminum, it’s painted and is highly prone to scratching unlike other devices. We take great care to ensure that devices are not damaged further while in our care, and we will take action regarding things like scratches or other damage if a customer believes that this damage occurred while it's in our care if it's brought to our attention when the device is picked up. However, scratches can occur on a device after less than a day of use on a device such as the Surface Pro 3, and the customer opted to not bring any details regarding any scratches to our attention when he picked up the device and also chose not to mention these details until 4 months later. As for repair times. We strive to have the fastest turn around time available to our customers, and as such we work with several different parts vendors to ensure that we get our parts as quickly as possible. Shipping time for parts can vary from vendor to vendor, and we try to be upfront in regards to what anticipated shipping and repair times may be. Typically, this part can be acquired on a next day delivery from one of our usual vendors. I suspect that, based on the customer's account of the time frame of the repair, that our usual vendor was out of stock on this part initially. Regarding the customer’s interaction with our employee, we’ll be speaking with them regarding his interaction and will handle this issue internally to ensure that our customer’s are treated with the utmost respect in the future. This interaction does not reflect our ideals or

Dear Revdex.com of IL,   We are happy to respond to the Warranty Issues that was made relevant in the [redacted] repair.  At Fix My Gadget, we proudly offer a lifetime parts warranty on the screen repair that Mr. [redacted] received.  Like with all warranties in our industry, if the customer...

returns to the store with new damage to the parts that we installed (i.e. re-injured and/or broken again for example in this case) the part’s warranty is considered void.  Mr [redacted] understood this and signed the terms and conditions page when he had his screen fixed on 02-21-2017.  See enclosed document with customer’s signature.   Back Story:  Mr. [redacted] came back to the store with some touch screen issues.  After inspection of the glass digitizer, it was discovered that the phone had been re-injured and had a new crack display.  On the day that Mr. [redacted] came to our office, he was offered a discounted repair, because he just had his device repaired and we thought that was fair. After further talks with Mr. [redacted] he believes that we brokes his device when he returned to the store and that we should pay for the repair.   As the owner of Fix My Gadget, I made a decision to honor Mr [redacted] request and repair his phone at no cost to him.  Even though we made several attempts to contact Mr. [redacted] to resolve this issue, he has not come in to have the work done at no cost.   Fix My Gadget, Inc.

I am rejecting this response because:
Since I have filed this complaint, I took the Surface to an official Microsoft Tech at the Microsoft Store at Woodfield. What the Tech told me, if any bending of the case is done during a glass replacement, and not done correctly, it will eventually cause the glass to crack. Since my Surface was repaired by a non qualified Microsoft Tech, Microsoft would not touch my unit, stating as one of the reasons as the incorrect bending of the case. One of the things done by Fix My Gadget was bend the case. Since this Surface was never mishandled or dropped after repair, that would explain why the glass cracked. It appears that Fix My Gadget does not have the knowledge to correctly replace the glass on a Surface and should have informed me, the customer of this and recommend the unit be sent to Microsoft. I can understand not wanting to turn down business, but, in this case, it caused the customer to spend $400+ for repairs to do a repair that didn't last the warranty period and now the customer has a Surface that is worthless. The business should, and probably does, know its limitations and the customer should be told this so the customer can make an informed decision.