G & B International

In response to the complaint written by [redacted] ....We are willing to extend an offer to refund her money for the iPad mini that she purchased from us if a sticker with "64gb" written on it is indeed still there as she states and it is in the same condition as when it was purchased The receipt clearly shows that it is a 16gb and was priced AS a 16gb iPad mini 3, however, if she saw it displayed as a 64gb with the sticker stating the same thing then we would honor that I understand she would like to exchange it for another one that is 64gb but unfortunately we do not have one in stock at this time.We apologize for any misunderstanding and regret that we didn't proceed with refunding her money when she came in if an incorrect sticker was still on the iPad

Initial Business Response /* (1000, 27, 2017/03/07) */
First, we did not say we didn't have the correct part for her phoneWe do not, however do "board work" and that's what we suspected was the issue with the phone after a screen replacement wouldn't fix her problemThe only time moisture damage
was mentioned was in stating that sometimes that will cause resolvable issues in phonesWe did give her a full refund even though our techs spent multiple hours on her phoneAnd we did NOT charge her a minimum labor fee (our minimum labor fee is $on most phones and $on some other phones that are more time consuming to work on)We suspect her phone's screen was not the only thing damaged when she dropped her phone, unfortunatelyThat is why a new screen would not fix her problemAs you saw in her statement she said "the motherboard had been broken in the process of the screen replacement"That was not said by usThat was said by another person who she had try to repair the phone againObviously THAT person could not fix her phone either and chose to make an untrue accusation since he was also unable to get it fixedWe feel no obligation and have already had a lot of dialogue with her (at the time)All of the owners reviewed the issue (in fact one of the owners worked on her phone at the time) and came to the same conclusionSome people don't understand that there is damage that can be done to the inside of the phone when it is dropped not just the screen or outer housingWhen that happens, if it's a something broken on the board unfortunately we cannot help

Initial Business Response /* (1000, 9, 2016/11/30) */
Mr [redacted] purchased a phone from us on July 23, 2016. On October 14, 2016 they brought the phone back in with the complaint that it was running slow and freezing up while connected to the charger. We took the phone in to diagnose and it was...

determined that it must be a board issue. A board issue can be many things of which the following are typical: Crack in the board, moisture damage that causes a short on the board, a loose connection that causes a short, hardware failure....etc. Many of these issues are caused from dropping the phone or exposure to moisture. (There ARE moisture indicators in most phones, however we have seen numerous phones that actually HAVE moisture STILL in them that have not set off the indicator tabs. It depends on where the moisture settles.) It was stated to the customer that it was a board issue and could be caused by dropping the phone or possibly even moisture exposure. We don't know for sure what was the actual cause in this case. The technician who diagnosed the phone also noted that the charging port was very loose. (We do not sell phones with loose charge ports. A loose charging port would always be repaired before we would retail it in the store.) Loose charge ports are a common problem and can be caused from being a little rough with the charger while it's plugged into the phone.
Wireless Trendz' warranty is for 60 days from the date of purchase. The phone was brought back into the store on October 14... 83 days after the original purchase and 23 days after the warranty expired. Our return policy is clearly states on our sales receipt and also is printed on a poster directly in front of each register where the customer checks out.
Even though we had no obligation to allow a return on the phone one of the owners at the store, ** offered to make an exception. He authorized an exchange/return but with a 30% restocking fee.
A restocking fee does not mean we would restock and resell the phone. We use this terminology for actual restocking process (reconditioning the phone again, cleaning and re-inventorying) but, ALSO for evaluating a returned phone, clearing all customer information off of the phone, recouping money lost on an exception made to the return policy and/or for the time a phone is actually used by the customer and then returned as an exception. (This customer used the phone for 3 months)) Normally a phone like this would be parted out here, recycled or sold for parts since the circuit board is damaged.
We have all paperwork documentation from the sale to the customer on 7/23 and the repair ticket when it was brought in for a diagnosis on 10/14.
OFFERED RESOLUTION: If the phone is returned to us in within a reasonable time period and is still in the condition it was in when diagnosed in October, we would go ahead and honor the offer made by [redacted] (Return with 30% restocking fee) but we would need to have it returned by 11/14/16 to our Battlefield location.

In response to the complaint written by [redacted]....We are willing to extend an offer to refund her money for the iPad mini 3 that she purchased from us if a sticker with "64gb" written on it is indeed still there as she states and it is in the same condition as when it was purchased.  The...

receipt clearly shows that it is a 16gb and was priced AS a 16gb iPad mini 3, however, if she saw it displayed as a 64gb with the sticker stating the same thing then we would honor that.  I understand she would like to exchange it for another one that is 64gb but unfortunately we do not have one in stock at this time.We apologize for any misunderstanding and regret that we didn't proceed with refunding her money when she came in if an incorrect sticker was still on the iPad.