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Gravity Repair

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Gravity Repair Reviews (1)

Review: I took my phone to Gravity "repair" solution to repair water damage from the inside my phone. I asked if they charge to diagnose my phone and to see if it can be repaired? The rep at the front desk said "no". "How much does it cost to repair water damage?" I asked, he said "$29.00". The front desk said to leave my phone and come back in an hour to know if it can be fixed. I came back in a hour and a different "repair" rep. came out and explained that he wont be able to get to it and to come by the next day. I explained that it had water damage and he said "no worries,8 out of 10 times I get it fixed." On Wednesday I stopped by again for the third time to pickup my phone, I asked the front desk if my phone was ready? Rep told me he did not get to it because I had to pay $37.79 before he could take a look at it. He said it was his "fault" for not telling me.I asked "when would it be ready?" he said the day after Thanks giving mid-afternoon. This was on Wednesday before Thanksgiving that he told me this. I wen't back Friday mid afternoon to pick up my phone,as I walk in he noticed me walking inn and wen't to the back and came back out with my phone in his hand, abruptly hands it to me and says "sorry there is nothing I can do, it has to much erosion for me to clean" And goes back to his computer and completely ignores me. After a couple of minutes of standing there he looks up says "Can I help you?". He did not want to give me a refund because he said he worked on the phone and he had similar issues in the past where he had to work and they did not pay him. When I got to my car I opened my phone and I noticed my phone inside was still dirty, I can still see the water smudges like before- after sweeping the inside with a Q-tip it was clear that it was in the same condition as I left it. I really felt extorted and taken advantage of and did not feel like arguing with him so I left. I was so upset when he admitted that he could not do what I hired him to do and did not return my money.Desired Settlement: I would like him to refund my $37.79 back for all the trips I made, days of lost time, false promises and "puffing" what he can do for my phone and what he did not do for my phone. He said he accepts fault but he won't return my money back.

Business

Response:

Dear [redacted]

Thank you for bringing

this matter to my attention, Gravity Repair is a family owned and operated

small business and we strive to give the best service we can to our valuable

customers. It is very unfortunate that

Mr. [redacted] had such a bad experience with our service. There was some poor communication involved with

this transaction and I can understand Mr. [redacted]’s frustration. We do offer free diagnostics for most gadget

issues. Water damage on the other hand, is

handled a little differently; our company policy is to charge $34.95 before

doing the Water Damage Cleaning, we have an 80% success rate at recovering the

water damaged device. We used to do the

Water Damage Cleaning without charging the customer upfront, we found that if

the device was not able to be recovered that some customers were not willing to

pay. This process has 5 steps: dis-assembly,

Motherboard cleaning, Contact/Connector cleaning, drying and

reassembly/testing. The process takes

1-2 hours to complete and the $34.95 pricing is very reasonable for the service

that we perform (see pricing at www.gravityrepair.com/pricing).

My employee did

misinform Mr. [redacted] regarding pricing if he was quoted $29.00 and my employee

should have charged upfront for the Water Damage Cleaning; on both counts we,

Gravity Repair, dropped the ball. When

Mr. [redacted] came in and I spoke to him I told him that we had not worked on his

phone because we charge upfront for the service and explained to him our policy

on Water Damage Cleaning. He then said “Your

company seems to be doing shady business” I was surprised to hear this from

him, since we had not taken any money or done any work, but I told him that “We

dropped the ball and I apologized for the mistake that we made” (I take full

responsibility for this since I must not have trained my employee fully

regarding our Water Damage Cleaning service).

I expected Mr. [redacted] to take his phone and leave after his “shady”

business remark. Instead he elected to

pay for the service and would return the following day to pick up his phone; if

he told me he was quoted $29.00 I would have honored that price at that time.

I personally spent 2

hours on the phone trying to recover the phone but even after the cleaning

process, the phone was totally unresponsive.

By the way, the phone was given to us with a completely cracked front

glass and missing all of the screws that hold the mid-frame of the phone together,

apparently someone had attempted to fix this phone prior to Mr. [redacted] bringing

the phone to our repair shop. I was

disappointed that I was unable to restore his phone, especially since we had

started off on the wrong foot with Mr. [redacted].

When Mr. [redacted]

returned the next day, I promptly brought out his phone and asked him “How’s

your day going?” trying to be as friendly as possible; he replied “It depends

on what happens here.” I gave him the bad news regarding his damaged

phone and I explained that the corrosion was extensive and despite my best

efforts; I was unable to recover the phone.

I certainly did not ignore him and before another word was spoken, he

stormed out of the store, he returned a few minutes later and demanded a

receipt with a written itemization of what service was performed on his

phone. I promptly and politely accommodated

him, he never requested a refund instead he began insulting me as he left the store

he said “transparency was important too” implying that we had cheated him

somehow.

I am willing to refund

him the difference of $34.95 – $29.00= $5.95+tx, since he was originally

misquoted this price, in addition I would be happy to offer Mr. [redacted] $29.00

in store credit to be used towards a future repair or for an accessory that we sell

in the store or on our website at www.gravityrepair.com

for the inconvenience that we caused him.

Once again, we strive to

give the best possible service to our valuable customers and welcome any

suggestions to help us achieve this goal.

Please visit www.facebook.com/gravityrepair,

to see some of our many satisfied customers.

Sincerely,

District Manager

Gravity Repair

Consumer

Response:

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.

Regards,

In my initial visit. The employees from gravity told me to come back in "2 hours"...he also said the tech should be done and should have it cleaned by the time I come back. He said $29 was going to be to clean the water damage. I came back after 2 hours and I met the tech... the tech "puffed" his services by stating that he gets water damaged phones to work "8 out of 10 times" but won't be able to get to it today and to comeback Friday afternoon. I assumed based on the previous employee info?that they were going to perform a diagnostic and also let me know if it's worth fixing. After spending time from work and gas money driving and going to his store again. I was courteous to send an e-mail before I did, so I wont have to drive there blindly and waste gas. With urgency, he did not respond until hours later. I drove down there so I'll catch the store before they close. When I got there he said he "called" my "cell phone" and "left a mesg" of course I could not answer because Gravity had it! It's already Friday and he said he still has no looked at my phone. I was a little frustrated a this point because I wasted more time from work and gas. And the "phone tech" told me that I will have to pay for him to "clean the water damage" Than he "puffed" up his claim that he can fix it. So I paid and left my phone. Being, I have already invested time and gas money... When I went back for the 3rd time(4 in total with initial).He told me he could "not clean all the erosion" and he was sorry. But that's what I hired him to do! To clean the water damage. I felt extorted at this time because he said that he could "not clean all the water damage" So why would I hire his services if he is not going to give maximum effort and honor his work that he said he was going to do? I believe he should not only reimburse me the $38 for his verbal and physical negligence but reimburse me for my gas($30) and time from work($70) which equal to $138. It's like if hire a mechanic to fix my car engine and I explain the problem and he later comes back and tells me sorry the engine is to big for me to fix it', but we are going to keep your money for fixing it.' If Gravity "knew"! that it will cost more to fix my phone why did they not tell me? I think gravity knew the probability was 1 out of 10 that they were going to get my phone fixed. When I got home, I grabbed a q-tip and it picked up dirt and dust from the sweep I did on the components. It was dirty like it has not been worked on and been siting in a dusty place.

Later I took it to another store in plaza bonita and they told me the phone was going to cost over $200 to fix the water damage. They open it and a matter of 8 minutes he was able to make the free diagnostic right there and then. At least this owner was able to be honest with his evaluation.

I would like him to reimburse me for admitting he did not perform his "cleaning services" to his maximum potential and for the company's negligence, time and gas TOTAL=$38. Even though I think he should pay me $138.

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Description: Cell Phone & Tablet Equipment, Supplies & Repair

Address: 310 3rd Ave #B2, Chula Vista, California, United States, 91910

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