Genius Phone Repair

Initial Business Response / [redacted] (1000, 6, 2017/12/22) */ Contact Name and Title: [redacted] Ops Mngr Contact Phone: XXXXXXXXXX Contact Email: [redacted] @geniusphonerepair.com This customer purchased an iPhone series screen protector in our store in October of (see attached receipt)She also has an iPhone series screen protector registered on the manufacturer's website (she confirmed that in store, and we saw it when she logged in to show us.) She came in 12/12/to ask us to install the replacement screen protector that the manufacturer sent herThe manufacturer sent her an iPhone series replacement screen protector, but she brought us an iPhone and asked us to install the screen protectorSince they don't fit (there is a significant difference in screen size) we let her know that we recommended she contact Gadget Guard to get the correct size for her device (we didn't check, at that time, to see what we sold her initially, just recommended she take up her concern with the manufacturer who is the only one that offers and backs up a lifetime warranty When she came in on 12/13/17, she began to accuse us alternately of selling her the wrong tempered for her phone (which is EXTREMELY unlikely since she says we installed it, and the iPhone and are NOT compatible) and/or registering the wrong product on the website (ie: giving her an iPhone product, but registering an iPhone 5.) Our records indicate she bought an iPhone screen protector, and her records of registration show that it was an iPhone screen protectorOur manager did his job by saying we could not give her an iPhone screen protector for free just because of the accusation, and he needed to ask his supervisorShe threatened Revdex.com when we said we needed to get back to her with an answer from the supervisor We are willing and offering to give her a free iPhone screen protector, but there is no offered or implied lifetime warranty through usThe manufacturer of her product will give her replacement iPhone screen protectors under their lifetime warranty Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel Genius Phone Repair is accusing me of purchasing a guaranteed screen protector for an IPhone and registering suchI went in to purchase a screen protector for my IPhone The employee would have had to install such as that was the only phone I had activated at that timeI suspect he quoted me the price for an iPhone 5, then realized his mistake when attempting to install itRegardless I obtained an iPhone screen protector when I left that storeThe same employee registered my new screen protector and I did not check my receipt or notice the discrepancyI believe the employee was in errorThey were busy that dayI am not being deceitful in any wayRegardless I accept their offer of the right size protector Final Business Response / [redacted] (4000, 10, 2017/12/27) */ It shows that the consumer "indicated he/she DID NOT accept the response from the business" but their last sentence says "regardless I accept their offer of the right size protector"It sounds like this is resolved by our offer of an iPhone protector free of charge Final Consumer Response / [redacted] (2000, 12, 2017/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The offer is reasonableI'm sorry it took so much effort to resolve

They need to rethink the name of their business I confirmed online they could service my Kindle Fire HDX 8.9" by messaging with an agent online I was misquoted the cost by this agent as advised by the employee in the store They then assured me they could repair it and would order the screen but it would take 5-business days for it to come in I received a call days later advising they had made a mistake and had ordered the part from Hong Kong and would correct it and I should still have my Kindle repaired in the time quoted Then they called to advise the part they ordered was damaged and would expedite a new screen at their cost and I would still have my Kindle back and repaired in time When I showed up to pick it up, I was advised it wasn't ready as promised and to come back before close I was then advised they had received the wrong screen I was promised (again) it would be corrected The next day I received a message that they couldn't repair it after all and to come pick it up 5-days turned into weeks without repair and I'm still in the same boat

Genius Phone Repair is knowledgeable and honestTheir prices are very fair along with giving a lifetime warranty on parts and labor on their repairsThey were cheaper than any of the other companies I calledI highly recommend them for your repairs/replacements

Cracked screen repair only took minfast and friendly service

Initial Business Response /* (1000, 6, 2017/12/22) */
Contact Name and Title: [redacted] Ops Mngr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@geniusphonerepair.com
This customer purchased an iPhone 5 series screen protector in our store in October of 2016 (see attached receipt). She also...

has an iPhone 5 series screen protector registered on the manufacturer's website (she confirmed that in store, and we saw it when she logged in to show us.)
She came in 12/12/17 to ask us to install the replacement screen protector that the manufacturer sent her. The manufacturer sent her an iPhone 5 series replacement screen protector, but she brought us an iPhone 7 and asked us to install the screen protector. Since they don't fit (there is a significant difference in screen size) we let her know that we recommended she contact Gadget Guard to get the correct size for her device (we didn't check, at that time, to see what we sold her initially, just recommended she take up her concern with the manufacturer who is the only one that offers and backs up a lifetime warranty.
When she came in on 12/13/17, she began to accuse us alternately of selling her the wrong tempered for her phone (which is EXTREMELY unlikely since she says we installed it, and the iPhone 5 and 7 are NOT compatible) and/or registering the wrong product on the website (ie: giving her an iPhone 7 product, but registering an iPhone 5.)
Our records indicate she bought an iPhone 5 screen protector, and her records of registration show that it was an iPhone 5 screen protector. Our manager did his job by saying we could not give her an iPhone 7 screen protector for free just because of the accusation, and he needed to ask his supervisor. She threatened Revdex.com when we said we needed to get back to her with an answer from the supervisor.
We are willing and offering to give her a free iPhone 7 screen protector, but there is no offered or implied lifetime warranty through us. The manufacturer of her product will give her replacement iPhone 5 screen protectors under their lifetime warranty.
Initial Consumer Rebuttal /* (3000, 8, 2017/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel Genius Phone Repair is accusing me of purchasing a guaranteed screen protector for an IPhone 5 and registering such. I went in to purchase a screen protector for my IPhone 7. The employee would have had to install such as that was the only phone I had activated at that time. I suspect he quoted me the price for an iPhone 5, then realized his mistake when attempting to install it. Regardless I obtained an iPhone 7 screen protector when I left that store. The same employee registered my new screen protector and I did not check my receipt or notice the discrepancy. I believe the employee was in error. They were busy that day. I am not being deceitful in any way. Regardless I accept their offer of the right size protector.
Final Business Response /* (4000, 10, 2017/12/27) */
It shows that the consumer "indicated he/she DID NOT accept the response from the business" but their last sentence says "regardless I accept their offer of the right size protector". It sounds like this is resolved by our offer of an iPhone 7 protector free of charge.
Final Consumer Response /* (2000, 12, 2017/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The offer is reasonable. I'm sorry it took so much effort to resolve.

They need to rethink the name of their business. I confirmed online they could service my Kindle Fire HDX 8.9" by messaging with an agent online. I was misquoted the cost by this agent as advised by the employee in the store They then assured me they could repair it and would order the screen but it would take 5-7 business days for it to come in. I received a call 3 days later advising they had made a mistake and had ordered the part from Hong Kong and would correct it and I should still have my Kindle repaired in the time quoted. Then they called to advise the part they ordered was damaged and would expedite a new screen at their cost and I would still have my Kindle back and repaired in time. When I showed up to pick it up, I was advised it wasn't ready as promised and to come back before close. I was then advised they had received the wrong screen. I was promised (again) it would be corrected. The next day I received a message that they couldn't repair it after all and to come pick it up. 5-7 days turned into 3 weeks without repair and I'm still in the same boat.

I dropped my Kindle and broke the LCD screen. I wanted tho get it fixed even though the repair would cost more than the Kindle due to some information that I wanted but didn't have backed up. The Genius Phone Repair website lists Kindles as something they repair unconditionally, going so far as to list itemized parts and repair costs. I went to the shop where I waited about 10 minutes only to be told that they don't fix Kindles. This is in direct conflict with the website which I searched through before and after my trip. I would have called ahead but the website makes it very clear that they repair Kindles. I am incredibly disappointed with this company for the wasting my time.