FixSmarts Cell Phone Repair

November 5, To whom it may concern:My name is Sean K**, Owner of FixSmarts Cell Phone RepairI am writing truthfully to respond complaint ID of ***I remember the customer came with her daughter to our store on October 11th,to pick up the screen repaired **
** and bought case for the phoneAs we always do, explained to her about our warranty that DOES NOT cover any DAMAGES done to the part Also told them ** phones are well made device but weakest point is the screen gets crack easily so please be careful not to drop it again because we cannot cover with our warrantyShe nodded and said," I know." I've ask them test the phone before leave the store to make sure all the functions are working fine. They tested in front of me and left the store saying" It's working goodThanks."On October 14th before she came back to our store with broken screen, she called in and said the phone's touching is not workingSo I asked her to bring the phone in because if the touching doesn't work, that means it's defective part But when she arrived, it was clear that screen had impact and got cracks on the screenSo I said," As I mentioned that day, we cannot cover any damages done to the part The only thing I can do for you is $discount for the another repair." But she refused our offer and said" Well, It only happened in few days so you should fix it for free or I will report to Revdex.com."As she said on the complaint statement, we do provide days warranty but the receipt also states "We do not cover any damages done to the parts."IF, our receipt did not state “we do not cover any damages" or I have not explained to her when she was in our store, I would have thought it is understandable of her action and honored her situationBut she seemed to ignore what I said or what says on the receipt and pushed us to fix it for free or we will get a bad reputation.Our warranty is to build trust between the customers and our serviceWe may loose profit when we replace defective parts but we believe this is how we should do business Team ^e trust providing trusted product and serviceBut if we cover for all parts been broken by individuals fault, we will be out of business and for this reason we let customers to be aware with our warranty.Sincerely,

Review: On Saturday, October 11/2014 my daughter and I went to FixSmarts Cell phone repair recommended by a friend. The gentleman Saun was very polite and serviced the [redacted] phone for repairs on a broken screen. My daughter had spoken to this gentleman informing him of the type of phone and the issue with the phone. Once the part came in on October 10th we received a call to take in the phone. He charged $100.00 for the repair, this was paid by my 16 year old with her very first pay check. The phone screen broke on the same day. On Tuesday I went to this business asking for him to either repair the phone again or return the money she had worked so hard for. He refused and when I addressed the written 90 day warranty on my receipt he politely informed me that he would not honor it. He offered a $10.00 discount for another repair. This is not acceptable thus it is clearly stated on the receipt that "All repair services come with a 90 Day warranty except charging port & water damage repair."Desired Settlement: At this point I would like our money returned so we may find a repair shop somewhere else.

Business

Response:

November 5, 14To whom it may concern:My name is Sean K**, Owner of FixSmarts Cell Phone Repair. I am writing truthfully to respond complaint ID of [redacted].I remember the customer came with her daughter to our store on October 11th,2014 to pick up the screen repaired [redacted] and bought case for the phone. As we always do, explained to her about our warranty that DOES NOT cover any DAMAGES done to the part Also told them ** phones are well made device but weakest point is the screen gets crack easily so please be careful not to drop it again because we cannot cover with our warranty. She nodded and said," I know." I've ask them test the phone before leave the store to make sure all the functions are working fine. They tested in front of me and left the store saying" It's working good. Thanks."On October 14th before she came back to our store with broken screen, she called in and said the phone's touching is not working. So I asked her to bring the phone in because if the touching doesn't work, that means it's defective part But when she arrived, it was clear that screen had impact and got cracks on the screen. So I said," As I mentioned that day, we cannot cover any damages done to the part The only thing I can do for you is $10 discount for the another repair." But she refused our offer and said" Well, It only happened in few days so you should fix it for free or I will report to Revdex.com."As she said on the complaint statement, we do provide 90 days warranty but the receipt also states "We do not cover any damages done to the parts."IF, our receipt did not state “we do not cover any damages" or I have not explained to her when she was in our store, I would have thought it is understandable of her action and honored her situation. But she seemed to ignore what I said or what says on the receipt and pushed us to fix it for free or we will get a bad reputation.Our warranty is to build trust between the customers and our service. We may loose profit when we replace defective parts but we believe this is how we should do business Team ^e trust providing trusted product and service. But if we cover for all parts been broken by individuals fault, we will be out of business and for this reason we let customers to be aware with our warranty.Sincerely,