Gadget Exchange

Company states that once the tablet was opened up the problem was foundWe could not have known about the issue until it was openedCustomer service is our number one priorityWe took a loss on the device as we had to pay our technician extra for hours spent to try and fix the tabletThe consumer told the company that her son messed up her tablet by pushing the card in wrong

Good Afternoon, we received a complaint from Mrs*** with regards to a repair for a *** tablet, we charge a fee for opening and diagnosing a tabletCustomer was informed that we charge a fee to open tablet
regardless if it can be fixed or not considering it takes an hour or more to troubleshoot an issue within a tablet not being able to see the internal components without disassembling it firstOnce the technician opened the tablet he witnessed a Sim Card was shoved into the tablet prematurely by the customer therefore damaging the contacts on the board, when the customer was informed of this matter she was upset at her son who she claimed had damaged her tablet and hid the issue from her, we apologized for her matter and explained that the tablets Sim card slot would need to be replaced and it requires machine soldering which is not something we would be able to handle for herIt is unfortunate that Mrs*** had complained about this matter even though we did not cause the damage, we attempted to repair the damage her son had caused to the tabletWe always take care of our clients and in the past years we have been in business we've always gone above and beyond to ensure our clients are happy with our servicesThank You Gadget Exchange

I am rejecting this response because: Does not even make sense, why would I pay to take sim card out if I wasn't going to need sim card slot!!!

Company states that once the tablet was opened up the problem was found. We could not have known about the issue until it was opened. Customer service is our number one priority. We took a loss on the device as we had to pay our technician extra for hours spent to try and fix the tablet. The consumer told the company that her son messed up her tablet by pushing the card in wrong.

Review: I went in and let the guy know that a sim card was stuck in my tablet and I just signed up with [redacted] who had referred him, I know where you put sim card is damaged. He said he will need to keep tablet and its a $10.00 discover fee, I told him call first to say how much part is because may not be with it for me. The following week he calls and says ready and its a $25.00 fee, he says everything is fine didn't to to pull out part and got old sim card out. So I go to [redacted] to get replacement card and ask them to put in because I just got it repaired, the guy says oh no it looks bad and doesn't want to put in. Said take it back if they fixed then let them put new card in so I did. I get there and after messing with it he says its working but doesn't know why their web page not coming up it must be on my end, so I go home and activate everything that can be activated but when I'm using its on my home network. Still don't work and still asking for sim card, I go back and now he says he didn't notice that it was damaged he thought I just wanted card out and that can't be fixed. Why didn't he say in the very beginning, so now my tablet is all scratched up and pops up and out $25.00 not to memtion how many times I keep being told to come back.Desired Settlement: I would like refund plus something for scratches, I'm not asking for all the time and gas I wasted.

Business

Response:

Good Afternoon, we received a complaint from Mrs. [redacted] with regards to a repair for a [redacted] tablet, we charge a fee for opening and diagnosing a tablet. Customer was informed that we charge a fee to open tablet regardless if it can be fixed or not considering it takes an hour or more to troubleshoot an issue within a tablet not being able to see the internal components without disassembling it first. Once the technician opened the tablet he witnessed a Sim Card was shoved into the tablet prematurely by the customer therefore damaging the contacts on the board, when the customer was informed of this matter she was upset at her son who she claimed had damaged her tablet and hid the issue from her, we apologized for her matter and explained that the tablets Sim card slot would need to be replaced and it requires machine soldering which is not something we would be able to handle for her. It is unfortunate that Mrs. [redacted] had complained about this matter even though we did not cause the damage, we attempted to repair the damage her son had caused to the tablet. We always take care of our clients and in the past 2 years we have been in business we've always gone above and beyond to ensure our clients are happy with our services. Thank You Gadget Exchange

Consumer

Response:

I am rejecting this response because: Does not even make sense, why would I pay to take sim card out if I wasn't going to need sim card slot!!!

Business

Response:

Company states that once the tablet was opened up the problem was found. We could not have known about the issue until it was opened. Customer service is our number one priority. We took a loss on the device as we had to pay our technician extra for hours spent to try and fix the tablet. The consumer told the company that her son messed up her tablet by pushing the card in wrong.