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Gadget Doc Reviews (5)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not leave when I got the phone backAs soon as they gave my phone back to me, the Touch ID did not workThe tech working on the phone showed the cable to me, which was damagedThe original cable worked fine and did not need to be replaced when I brought the phone inI realize that it's hard to prove this, so I leftI attempted to make a call, when I realized the phone speaker did not appear to be workingThat is when I returnedThe phone functioned 100%, it only had a crack in the screenI used the Touch ID in front of the tech, though I realize that the tech may not remember thisWhen I got the phone back, I was told "we believe the Touch ID did not work BEFORE you brought it to us" which I find is no way to treat a paying customerThe tech knew he broke the Touch ID, telling me it would never work again and that "these things happen." I left againI did my research on this Touch ID not working after a screen replacementArticle after article, forum after forum- they all said that the tech needs to take special care NOT to knick this cableOne article stated that the cable sometimes just needs to be re-seated I brought my research back the next day, and asked if maybe they could "try to re-seat the cable" only to hear the tech tell me "we already tried, three buttons I'm not going to try again." Keep in mind the button is not the issue, the Touch ID cable isThe tech told me I was wrongI stated I would pay him to try to re-seat the cableThe tech grabbed my phone from my hands and took it behind a counter for around a minute and a half- I believe he did not even attempt to try to re-seat this cable, as I'm sure I might have been a bother by this pointI did not mean to be a bother, I just felt as though I paid nearly $for this company to break my phoneI compared it to taking in a car for a new windshield, only to find the radio now does not work- and the window guy telling you "we don't think the radio worked BEFORE you brought it in." I try to be an honest and upfront person, and I felt my concerns were invalidated and ignored/ not handled in an apologetic wayHow would you feel if this happened to you? I don't really want anything out of this, only my Touch ID to work againI apologize if I am an inconvenience, I just wanted a non-cracked phone again. Thank you for the time. Regards
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did not leave when I got the phone backAs soon as they gave my phone back to me, the Touch ID did not workThe tech working on the phone showed the cable to me, which was damagedThe original cable worked fine and did not need to be replaced when I brought the phone inI realize that it's hard to prove this, so I leftI attempted to make a call, when I realized the phone speaker did not appear to be workingThat is when I returnedThe phone functioned 100%, it only had a crack in the screenI used the Touch ID in front of the tech, though I realize that the tech may not remember thisWhen I got the phone back, I was told "we believe the Touch ID did not work BEFORE you brought it to us" which I find is no way to treat a paying customerThe tech knew he broke the Touch ID, telling me it would never work again and that "these things happen." I left againI did my research on this Touch ID not working after a screen replacementArticle after article, forum after forum- they all said that the tech needs to take special care NOT to knick this cableOne article stated that the cable sometimes just needs to be re-seated I brought my research back the next day, and asked if maybe they could "try to re-seat the cable" only to hear the tech tell me "we already tried, three buttons I'm not going to try again." Keep in mind the button is not the issue, the Touch ID cable isThe tech told me I was wrongI stated I would pay him to try to re-seat the cableThe tech grabbed my phone from my hands and took it behind a counter for around a minute and a half- I believe he did not even attempt to try to re-seat this cable, as I'm sure I might have been a bother by this pointI did not mean to be a bother, I just felt as though I paid nearly $for this company to break my phoneI compared it to taking in a car for a new windshield, only to find the radio now does not work- and the window guy telling you "we don't think the radio worked BEFORE you brought it in." I try to be an honest and upfront person, and I felt my concerns were invalidated and ignored/ not handled in an apologetic wayHow would you feel if this happened to you? I don't really want anything out of this, only my Touch ID to work againI apologize if I am an inconvenience, I just wanted a non-cracked phone again. Thank you for the time. Regards
*** ***

At Gadget Doc we have been repairing broken electronic devices for two years, when customers bring in their devices we thoroughly check them to find which troubled components are in need of repair or replacement. in this case the screen of the customers phone was broken and therefore we could not...

test the device for any functionality. When we are faced with this type of repair we replace the damaged screen and then test the device to see if there is anything else that requires a repair at that point. After replacing Mr. [redacted] screen we tested the device and seemingly all functionality was restored. One item we do not test is the fingerprint scanner, as we do not have the customers fingerprint. Although the home button/scanner assembly was assumed to be fully functional as the home button portion functioned perfectly. The customer picked up his device for which the replacement of the LCD was paid, and left. Later he returned stating the fingerprint scanner did not work we took the device in and replaced the button/scanner assembly with three new parts none of which would function as a scanner. We informed the customer that it would not function with his original part or the new replacement part. The customer left and returned again to inform us that we knicked a cable during the repair and would need to replace that part. we informed him that the cable is attached to the assembly that we replaced on his last visit and that another replacement would not solve his issue. We offered to attempt to replace the assembly again for him at no charge and still no functionality of the scanner was present. we apologized to the customer and told him that because we could not verify the functionality of the scanner before we repaired his device there is no way for us to know whether or not it was working before his screen got broken. We offered him a partial refund of $35 in an attempt to please him and make our customer happy, which he accepted, and left. We have not heard from him since. We pride ourselves on Customer Service and always strive to make our customers happy. We feel that we have done more than would be expected of a company from a customer service standpoint and don't see any other mutually beneficial solutions, although we are definitely open to suggestions. Thank you [redacted]Gadget Doc

At Gadget Doc we have been repairing broken electronic devices for two years, when customers bring in their devices we thoroughly check them to find which troubled components are in need of repair or replacement. in this case the screen of the customers phone was broken and therefore we could not...

test the device for any functionality. When we are faced with this type of repair we replace the damaged screen and then test the device to see if there is anything else that requires a repair at that point. After replacing Mr. [redacted] screen we tested the device and seemingly all functionality was restored. One item we do not test is the fingerprint scanner, as we do not have the customers fingerprint. Although the home button/scanner assembly was assumed to be fully functional as the home button portion functioned perfectly. The customer picked up his device for which the replacement of the LCD was paid, and left. Later he returned stating the fingerprint scanner did not work we took the device in and replaced the button/scanner assembly with three new parts none of which would function as a scanner. We informed the customer that it would not function with his original part or the new replacement part. The customer left and returned again to inform us that we knicked a cable during the repair and would need to replace that part. we informed him that the cable is attached to the assembly that we replaced on his last visit and that another replacement would not solve his issue. We offered to attempt to replace the assembly again for him at no charge and still no functionality of the scanner was present. we apologized to the customer and told him that because we could not verify the functionality of the scanner before we repaired his device there is no way for us to know whether or not it was working before his screen got broken. We offered him a partial refund of $35 in an attempt to please him and make our customer happy, which he accepted, and left. We have not heard from him since. We pride ourselves on Customer Service and always strive to make our customers happy. We feel that we have done more than would be expected of a company from a customer service standpoint and don't see any other mutually beneficial solutions, although we are definitely open to suggestions. Thank you [redacted]Gadget Doc

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not leave when I got the phone back. As soon as they gave my phone back to me, the Touch ID did not work. The tech working on the phone showed the cable to me, which was damaged. The original cable worked fine and did not need to be replaced when I brought the phone in. I realize that it's hard to prove this, so I left. I attempted to make a call, when I realized the phone speaker did not appear to be working. That is when I returned. The phone functioned 100%, it only had a crack in the screen. I used the Touch ID in front of the tech, though I realize that the tech may not remember this. When I got the phone back, I was told "we believe the Touch ID did not work BEFORE you brought it to us" which I find is no way to treat a paying customer. The tech knew he broke the Touch ID, telling me it would never work again and that "these things happen." I left again. I did my research on this Touch ID not working after a screen replacement. Article after article, forum after forum- they all said that the tech needs to take special care NOT to knick this cable. One article stated that the cable sometimes just needs to be re-seated.  I brought my research back the next day, and asked if maybe they could "try to re-seat the cable" only to hear the tech tell me "we already tried, three buttons I'm not going to try again." Keep in mind the button is not the issue, the Touch ID cable is. The tech told me I was wrong. I stated I would pay him to try to re-seat the cable. The tech grabbed my phone from my hands and took it behind a counter for around a minute and a half- I believe he did not even attempt to try to re-seat this cable, as I'm sure I might have been a bother by this point. I did not mean to be a bother, I just felt as though I paid nearly $100 for this company to break my phone. I compared it to taking in a car for a new windshield, only to find the radio now does not work- and the window guy telling you "we don't think the radio worked BEFORE you brought it in." I try to be an honest and upfront person, and I felt my concerns were invalidated and ignored/ not handled in an apologetic way. How would you feel if this happened to you? I don't really want anything out of this, only my Touch ID to work again. I apologize if I am an inconvenience, I just wanted a non-cracked phone again. Thank you for the time. Regards 

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Address: 1518 E Gila St, Cottonwood, Arizona, United States, 86326

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