FoxPaw

Complaint: [redacted] I am rejecting this response because: They did apologise, and offered a $amex cardAt that time, I still didn't have my phone back, so that was unacceptableAnd I absolutely did not hang up on the customer service rep.I agreed for same day repair, and the kiosk said Foxpaw would notify me if any issues aroseI never heard from themHow is that delivering what was agreed uponFoxpaw did not hold up their end of the contract, why do I have to hold up mine Sincerely, [redacted] ***

Basically we apologized, but he did receive his phone in the timeframe we offerWe tried to offer him a discount, he would not accept itWe tried to offer a gift card, but he did not accept that eitherHe said he would accept nothing but the full refund and he then hung up on the customer service
representative

To Whom it may concern,My name is Shauna; I am the Customer Service Manager here at the FoxPaw corporate office. After reviewing Ms.[redacted]’ account, I am sorry to inform you that FoxPaw will not offer her any compensation for the deviceabandoned with us. I show the following time line below is a...

true and in fact case of events on this device, ordernumber 022163. The last time she left the device unclaimed was over the 60 days. In good faith we held the devicefor over 90 days and here we are now at a 210 days plus and just heard back from her on May 10th 2017. From May2016 till January 2017, that is 8 months for Ms. [redacted] to decide what she wanted to do or retrieve her device fromFoxPaw or address any concerns or issues Ms. [redacted] was having with our services during this time frame. We arenow a full year later and now Ms. [redacted] is upset and demanding compensation. Unfortunately, this is not anoption. We apologize for this unfortunate event but we were more than generous with the time we held deviceand worked with Ms. [redacted] on this matter. Below is a time line of event with Ms. [redacted] device.1. Order Created at Affton Kiosk ([redacted]) @ 6:44pm May 15th 2016 and repairrequested was a Free Diagnostic Service2. May 16th, 2016, we spoke to Ms. [redacted] and she advised us that if she was able to get her device info fromher iCloud account then she did not want the device fixed. She also said that this would take her a coupledays to get it figured out and she would call back.3. June 2nd, 2016 FoxPaw Customer Service Rep reaches out again at 11:30am and notes that Ms. [redacted]’voicemail box was full and could not leave a voicemail. Customer Service Rep then sent Ms. [redacted] anemail letting her know we have not heard from her and will be sending device back to kiosk for retrieval.4. June 3, 2016 Ms. [redacted] calls into Customer Service @ 11:03AM and customer service rep tells Ms. [redacted]that device is scheduled to be in kiosk at 4:30pm that day. Ms. [redacted] says she will return to kiosk andpick up device. Ms. [redacted] expressed to Customer Service Rep that she did want to do repair and will pickup device and create a new order again at the kiosk if she wants to move forward…5. Device is in kiosk from June 3rd till September 3rd, 2016 device in kiosk for 90 days, customer has neverreturned to pick up device.6. September 29th, 2016 Ms. [redacted] emails [redacted] only and says she went to kiosk to retrieve devicebut was unsuccessful. [redacted] was out of office till October 4, 2016. [redacted] then emails Ms.[redacted] apologizing for her not being able to pick up device and let her know she could return to Kioskagain and try it again. Also gave her a price quote as well again if she wanted to do the repairs.7. Device Remains in kiosk and Ms. [redacted] never attempts to retrieve device again and no communicationfrom her until May 10, 2017 over 210 days from last communication on Oct 4th, 2016. The deviceremained in the kiosk until January of 2017, where it was then pulled out by FoxPaw and recycled due toabandonment.http://www.[redacted]/10. Abandonment PolicyAfter FoxPaw receives a customer's device, the customer will be contacted by a representative with a price quoteto repair the product. If the customer does not respond by phone or email within the 60 days, the customer'sproduct is considered abandoned and becomes the property of FoxPaw. FoxPaw will recycle the customer'sproduct at our sole discretion and there will be no additional charge for the disposal or recycling of the customer'sdevice.[redacted]

Complaint: [redacted]
I am rejecting this response because:
They did apologise, and offered a $30 amex card. At that time, I still didn't have my phone back, so that was unacceptable. And I absolutely did not hang up on the customer service rep.I agreed for same day repair, and the kiosk said Foxpaw would notify me if any issues arose. I never heard from them. How is that delivering what was agreed upon. Foxpaw did not hold up their end of the contract, why do I have to hold up mine. 
Sincerely,
[redacted]

Good Afternoon,   After reviewing the complaint and speaking with managers and employees involved we have decided to still stand behind our services and not cover this device free of charge.  Mrs. [redacted]  had a screen replacement done with us on June 21st  and picked up the...

device from our Kingsport repair facility same day as well. The device left the repair facility completely sealed and in proper operating status. Ms. [redacted]  then visited the Kingsport repair facility again on July 1st upon arrival the screen on the device was completely lifted from the frame of the phone. The frame of the device was bent and after inspection and a conversation with the customer she admitted the phone had now been exposed liquid damage  inside the device. Repair manger explained to Ms. [redacted] that unfortunately  our warranty does not cover customer abuse and that if she would have brought the phone back into us immediately  after the screen started lifting  from the frame we would have covered it under warranty. But now since the frame is bent and the device has been exposed to Liquid that has voided her warranty with us…. He offered her a discount for the repair with just quoting her for the part cost and not labor. She then refused that offer and demanded we do the repair at free of charge. After repair manger declined she then left the Hub at Kingsport and proceed with a phone call from her husband to Repair manager which he reinitiated the same thing and Mr. [redacted] said that he would have Mrs. [redacted] bring the device back in for a repair just paying part cost. We have not heard or seen them since, but they have now  posted bad review on social media and now with the Revdex.com. FoxPaw is more than willing to work with the client but they have not returned with the device under the current situation.  If you need additional information or questions please feel free to reach us at [redacted] or email [redacted]@foxpaw.com for assistance.   Sincerely, FoxPaw