Gophermods, LLC

Gophermods states on our receipts, at our Point of Sale checkout and on our 22-point inspection that we review with the client prior to the client leaving our facilities with any devices, Mr [redacted] was informed that physical damages are not covered under our one year warrantyWe offered Mr [redacted] a discount on his second repair, and after this third repair we offered to perform the repair for only the cost of parts at which Mr [redacted] refusedBoth times Mr [redacted] came in, he was demanding and rude that we repair his device for free because the screen crackedBoth times, the damages were significant and not a sign of faulty workmanship or qualityUnder many circumstances we will replace a devices cracked screen under warranty if we inspect the device and see no signs of punctures, drops or pressure marks; however, on this device there was a clear impact point on the displayAfter calling us"Stupid Jerks", we did not want to continue business with Mr [redacted] and asked him to please leave our facility

Our team feels we have provided clear and accurate information about this situation, specifically that the device was not covered under Apple’s warranty and that [redacted] was always going to pay the $to fee to Apple regardless of the unfortunate situation that occurred at locationWe apologize that we're unable to rectify this situation to ***’s satisfactionWe sympathize with ***, but unfortunately we could not make an exception to pay beyond the damages that occurred which for this device was valued at $We had already offered to repair the device with a new housing replacement or $in compensation towards the inevitable $fee to Apple that [redacted] was going to have to pay since the device is out of Apples one-year warranty coverage

I am rejecting this response because:
You autobody shop analogy is faulty because a dent would have to be caused by someone acting upon it (either the customer bumping into something or someone hitting it).To relate your analogy we would assume the customer, after getting a bumper replaced, was driving down the street, going the speed limit with no extra-circumstances before a crack appears down the middle of the bumperIn this case, I would expect the autobody shop to cover it under warranty as it was either a faulty part or a faulty install. You are assuming the same as your employees which is that I dropped the phone and caused the crack myselfIf that truly was the case I would not be upset or blame GophermodsThat, however, is not the caseAs stated before, the phone cracked while I was talking on itThat's it, which tells me something was wrong either with the part or the install - both of which is covered under warrantyIf screen cracks, whether through the fault of the customer or not, are specifically excluded from your warranty this should be stated in the warranty and explained to the customer ex ante.While I do understand that it is never fun to lose money on a business transaction in this case it is the right thing to doThe first repair was completed as it should have been because the crack was caused when the cosmetic plastic parts fell offThe second repair should be covered as well since the screen just cracked after two weeks of useAgain, it is very clear that this company does not want to stand by it's products or servicesAt this point, I am no longer asking for a repair just my original purchase refundedAlso, I am also not, as you stated, asking you to "be an insurance company and provide accidental insurance" as it would not even be needed in this case (again you are assuming I caused the damage to phone - this emphatically, is not the case)

I am rejecting this response because: the business cannot provide proof that it is NOT covered by the warranty, specifically, the business failed to provide real evidence by a 3rd party evaluator that the breakage, and re-breakage was not from imperfect workmanship and materialsThe business's real 'proof' is their own words, which could be absolutely biased on their own interest

We apologize that we're unable to rectify this situation to Mr***'s satisfactionUnfortunately, a complete refund is not possible as requested by Mr***We are unable to make an exception to our warranty policy since these policies are clearly stated stated on our receipts and service counter during the time of checkoutWe sympathize with Mr*** and understand how frustrating it can be to have a damaged device, but unfortunately we could not make an exception to cover this device under our warrantyOur team feels we have provided clear and accurate information about our warranty, specifically that physical damages are not covered under our warranty

The warranty covers any manufacture defects in the part replaced, for example in screens that would be the display goes back, is not responsive to touch, the screen lifts off of the frame and housingUnfortunately, cracks are not covered under the warranty and as explained in our warranty policy are considered incidental damageThis would have been explained to our customer when he came in in requesting warranty work the first very time and explained that this is something not covered under warranty i.ecracked screensSince this part is a $part, it is something we can't give away for free a second timeFor a more laymen example that may help put this in another perspectiveA customer goes into an auto body shop and replaced a bumper on their car, the same customer comes back in two weeks later with a dent in the bumper and requests the bumper replaced under warranty because the bumper has a one year warranty and the customer explains" I don't know what happened, the dent just showed up"Again, I feel our team did an excellent job of explaining the warranty that cracked screens are not covered under our warranty policy and any incidental or physical damages to a display are not coveredIf there had been any confusion, it was cleared up the very first time around when we offered our customer a free repair, which was not necessary under our warrantyWe are not able to offer a second free replacement because we feel our team clearly explained this policy to our customerThis policy is clearly stated on our receipt and receives its own line on our receipt were it clearly says damages are not covered under warranty and therefore do not think our advertising is misleadingOur warranty is similar to that of any other repair shop, manufacture, and/or Apple/Samsung/Motorola etc, we are not an insurance company and do not provide accidental or incidental insurance on our products after a repair

Gophermods has never advertised or misled our customer about inability to replace or repair any device while preserving Apple's warrantyWe are not an authorized repair center and Apple does not authorize any repair center to perform any repairsThe device was not covered under any Apple warranty when it was brought for inspection to GophermodsSo we're not sure how we can help through this situation other than the financial compensation of $as we have previously offered or replace the back housing, the device is still not under any Apple warranty and thus Gophermods performing a case replacement does not void any additional warranty on the device since the current Apple warranty is expired

I am rejecting this response because: Gophermods is confusing their responsibility for dropping and damaging my phone with a separate and WARRANTIED issueThe battery issue was a separate issue that has been resolved in FULL at NO CHARGE to me under warrantyThat is why I COULD NOT accept the repair by Gophermods as it completely NULLIFIES AND VOIDS ALL WARRANTIES by Apple on the phoneBottom line is that the ONLY way to get an APPLE WARRANTIED REPAIR (NOT A GOPHERMODS AFTERMARKET REPAIR) is to get a completely new phone. Gophermods would like to continue to create confusion and shift to create a and INACCURATE claim that I am trying to get them to cover the cost of my phone having an Apple warrantied battery repairI AM NOT, and I have proof of thatThey covered the repair for us for FREE UNDER WARRANTYThey will NOT cover a repair of the "housing" as Gophermods names it because it is not a repair Apple warrantiesAnd IF Gophermods opens, touches or makes ANY repairs on our phone it will VOID and NULLIFY all warranties on it. We are unsure how a company can drop a phone and cause damage and then state that by offering a less than reasonable offer now they are no longer responsible because we do not choose to take a horrible offer

See Attachment We apologize that we're unable to rectify this situation to our customers satisfactionUnfortunately, a complete refund is not possible as requestedWe are unable to make an exception to our warranty policy since these policies are clearly stated on our receipts and service
counter during the time of checkoutThis is the second time the customer has requested we fix his broken device under warrantyOn June 13th we obliged to cover it under the warranty but advised that this is something we normally wouldn't’ cover, the device was successfully repaired and pickfor a second time on June 29th The customer approached us again on July 13th 2016, once again showing us a crack another new crack in the display, we couldn't possibly offer a second free repairWe sympathize with our customer and understand how frustrating it can be to have a damaged device, but unfortunately we could not make an exception to cover this device under our warrantyOur team feels we have provided clear and accurate information about our warranty, specifically that cracked screens are not covered under our warranty

After consulting with the managers, we will make an exception to our warranty and we can replace the screen no charge, however just to reiterate for future reference our warranty unfortunately does not cover cracks, damages or gauges to the displayWe have a screen on hand for you so feel free to
stop by when you have an hour or so for repair

Initial Business Response /* (1000, 8, 2016/02/09) */
Case was resolved prior to Revdex.com Compliant. Phone was exposed to some liquid/motor oil after the repair causing the screen to lift. Although not covered under warranty, we covered round trip shipping and completed the repair at no additional cost...

to the customer. We appreciate your business.

Gophermods states on our receipts, at our Point of Sale checkout and on our 22-point inspection that we review with the client prior to the client leaving our facilities with any devices, Mr. [redacted] was informed that physical damages are not covered under our one year warranty. We offered Mr. [redacted] a...

discount on his second repair, and after this third repair we offered to perform the repair for only the cost of parts at which Mr. [redacted] refused. Both times Mr. [redacted] came in, he was demanding and rude that we repair his device for free because the screen cracked. Both times, the damages were significant and not a sign of faulty workmanship or quality. Under many circumstances we will replace a devices cracked screen under warranty if we inspect the device and see no signs of punctures, drops or pressure marks; however, on this device there was a clear impact point on the display. After calling us"Stupid Jerks", we did not want to continue business with Mr. [redacted] and asked him to please leave our facility.

Our team feels we have provided clear and accurate information about this situation, specifically that the device was not covered under Apple’s warranty and that [redacted] was always going to pay the $329 to fee to Apple regardless of the unfortunate situation that occurred at location. We apologize...

that we're unable to rectify this situation to [redacted]’s satisfaction. We sympathize with [redacted], but unfortunately we could not make an exception to pay beyond the damages that occurred which for this device was valued at $99. We had already offered to repair the device with a new housing replacement or $99 in compensation towards the inevitable $329 fee to Apple that [redacted] was going to have to pay since the device is out of Apples one-year warranty coverage.