Thank you for your letter that references an issue with a customerFirst, I would like to point out that the address on the letter is incorrectWe have several locations and it could be quite confusingHowever, we do not have any association with that addressThe postmaster is familiar with our company and kindly forwarded it to the appropriate addressOur correct address will be listed at the bottom of this emailThis error has caused a delay with a prompt response We pride ourselves and are well known for our policy of “absolute” customer satisfactionEven though these issues are quite rare and far in between we take them very seriously I have personally discussed the incident with the manager and the technicians; on duty at the time of the incidentI have also taken the liberty to review and listen to our surveillance tapes As stated by Mr [redacted] he did in fact bring in a defective iPhone 5SMr [redacted] explained it would not stay chargedHe also mentioned he had tried several different things to get it to charge/keep a charge In order to appropriately repair any device, we perform a diagnostic test After doing so we agreed the phone is not charging We also explained it could be many different issues causing that problemHis phone had a dent in it, this could be from dropping itHe was not sure how the dent got thereHe said it had been there for a while and had no issues until recentlyIf the dent was caused by being dropped, stepped on etcthis could be causing the charge problemHowever, it could also be a board issueIt really does not matter how long it has had a dent/board damageThe problems can arise immediately or down the roadWith any device, automobile or even dentalThe longer you let something go without getting the issue resolved it can cause problems down the roadSome issues become quite serious and others minoriMechanic and Mr [redacted] hoped it was just the charge portMr [redacted] asked the cost of repair and when can it be completed Before we moved forward we explained; we would replace the charge portHowever, if it is a board issue we cannot do anything for him/deviceAlso, if it does charge after replacement it may not be a permanent fix, if it is a board issueThe board could read it temporarilyHe asked that we go ahead with the replacement We replaced the charge port and the phone was chargingMr [redacted] picked the device upMr [redacted] returned later stating there was no sound, it was not chargingWe reminded him of our initial conversation Mr [redacted] became quite irate and started demanding a new phoneAbsolutely out of the question! We said we would have no problem taking a look at it againHowever, it had almost no chargeWe said if it “dies” our hands are tied and there would be no way of reviving it The phone indeed did “die”We gave him the phone and explainedHe was very irritated and quite disturbing He insisted it was our fault and blamed us for the malfunction, wanted a new phone and was quite demanding Even though we did what was asked by Mr [redacted] We were under no obligation to refund his moneyHowever, as a company that insists upon customer satisfactionWe offered and gave a “full” refund for the repairWith respect to Mr [redacted] we did everything to accommodate him Whereas: Mr [redacted] brought in his damaged device for repairIt was unrepairable by iMechanic, IncTherefore, we accommodated Mr [redacted] by giving him a “full” refund for repairs, while we absorbed the labor and part costs Respectfully, Sebastian R.SH***,Paralegal/COO Corporate Headquarters iMechanic,Inc
Thank you for your letter that references an issue with a customer. First, I would like to point out that the address on the letter is incorrect. We have several locations and it could be quite confusing. However, we do not have any association with that address. The postmaster is familiar...
with our company and kindly forwarded it to the appropriate address. Our correct address will be listed at the bottom of this email. This error has caused a delay with a prompt response. We pride ourselves and are well known for our policy of “absolute” customer satisfaction. Even though these issues are quite rare and far in between we take them very seriously. I have personally discussed the incident with the manager and the technicians; on duty at the time of the incident. I have also taken the liberty to review and listen to our surveillance tapes. As stated by Mr. [redacted] he did in fact bring in a defective iPhone 5S. Mr. [redacted] explained it would not stay charged. He also mentioned he had tried several different things to get it to charge/keep a charge. In order to appropriately repair any device, we perform a diagnostic test. After doing so we agreed the phone is not charging. We also explained it could be many different issues causing that problem. His phone had a dent in it, this could be from dropping it. He was not sure how the dent got there. He said it had been there for a while and had no issues until recently. If the dent was caused by being dropped, stepped on etc. this could be causing the charge problem. However, it could also be a board issue. It really does not matter how long it has had a dent/board damage. The problems can arise immediately or down the road. With any device, automobile or even dental.. The longer you let something go without getting the issue resolved it can cause problems down the road. Some issues become quite serious and others minor. iMechanic and Mr. [redacted] hoped it was just the charge port. Mr. [redacted] asked the cost of repair and when can it be completed. Before we moved forward we explained; we would replace the charge port. However, if it is a board issue we cannot do anything for him/device. Also, if it does charge after replacement it may not be a permanent fix, if it is a board issue. The board could read it temporarily. He asked that we go ahead with the replacement. We replaced the charge port and the phone was charging. Mr. [redacted] picked the device up. Mr. [redacted] returned later stating there was no sound, it was not charging. We reminded him of our initial conversation. Mr. [redacted] became quite irate and started demanding a new phone. Absolutely out of the question! We said we would have no problem taking a look at it again. However, it had almost no charge. We said if it “dies” our hands are tied and there would be no way of reviving it. The phone indeed did “die”. We gave him the phone and explained. He was very irritated and quite disturbing. He insisted it was our fault and blamed us for the malfunction, wanted a new phone and was quite demanding. Even though we did what was asked by Mr. [redacted]. We were under no obligation to refund his money. However, as a company that insists upon customer satisfaction. We offered and gave a “full” refund for the repair. With respect to Mr. [redacted] we did everything to accommodate him. Whereas: Mr. [redacted] brought in his damaged device for repair. It was unrepairable by iMechanic, Inc. Therefore, we accommodated Mr. [redacted] by giving him a “full” refund for repairs, while we absorbed the labor and part costs. Respectfully, Sebastian R.S. H[redacted],Paralegal/COO Corporate Headquarters iMechanic,Inc
Thank you for your letter that references an issue with a customerFirst, I would like to point out that the address on the letter is incorrectWe have several locations and it could be quite confusingHowever, we do not have any association with that addressThe postmaster is familiar with our company and kindly forwarded it to the appropriate addressOur correct address will be listed at the bottom of this emailThis error has caused a delay with a prompt response We pride ourselves and are well known for our policy of “absolute” customer satisfactionEven though these issues are quite rare and far in between we take them very seriously I have personally discussed the incident with the manager and the technicians; on duty at the time of the incidentI have also taken the liberty to review and listen to our surveillance tapes As stated by Mr [redacted] he did in fact bring in a defective iPhone 5SMr [redacted] explained it would not stay chargedHe also mentioned he had tried several different things to get it to charge/keep a charge In order to appropriately repair any device, we perform a diagnostic test After doing so we agreed the phone is not charging We also explained it could be many different issues causing that problemHis phone had a dent in it, this could be from dropping itHe was not sure how the dent got thereHe said it had been there for a while and had no issues until recentlyIf the dent was caused by being dropped, stepped on etcthis could be causing the charge problemHowever, it could also be a board issueIt really does not matter how long it has had a dent/board damageThe problems can arise immediately or down the roadWith any device, automobile or even dentalThe longer you let something go without getting the issue resolved it can cause problems down the roadSome issues become quite serious and others minoriMechanic and Mr [redacted] hoped it was just the charge portMr [redacted] asked the cost of repair and when can it be completed Before we moved forward we explained; we would replace the charge portHowever, if it is a board issue we cannot do anything for him/deviceAlso, if it does charge after replacement it may not be a permanent fix, if it is a board issueThe board could read it temporarilyHe asked that we go ahead with the replacement We replaced the charge port and the phone was chargingMr [redacted] picked the device upMr [redacted] returned later stating there was no sound, it was not chargingWe reminded him of our initial conversation Mr [redacted] became quite irate and started demanding a new phoneAbsolutely out of the question! We said we would have no problem taking a look at it againHowever, it had almost no chargeWe said if it “dies” our hands are tied and there would be no way of reviving it The phone indeed did “die”We gave him the phone and explainedHe was very irritated and quite disturbing He insisted it was our fault and blamed us for the malfunction, wanted a new phone and was quite demanding Even though we did what was asked by Mr [redacted] We were under no obligation to refund his moneyHowever, as a company that insists upon customer satisfactionWe offered and gave a “full” refund for the repairWith respect to Mr [redacted] we did everything to accommodate him Whereas: Mr [redacted] brought in his damaged device for repairIt was unrepairable by iMechanic, IncTherefore, we accommodated Mr [redacted] by giving him a “full” refund for repairs, while we absorbed the labor and part costs Respectfully, Sebastian R.SH***,Paralegal/COO Corporate Headquarters iMechanic,Inc
Thank you for your letter that references an issue with a customer. First, I would like to point out that the address on the letter is incorrect. We have several locations and it could be quite confusing. However, we do not have any association with that address. The postmaster is familiar...
with our company and kindly forwarded it to the appropriate address. Our correct address will be listed at the bottom of this email. This error has caused a delay with a prompt response. We pride ourselves and are well known for our policy of “absolute” customer satisfaction. Even though these issues are quite rare and far in between we take them very seriously. I have personally discussed the incident with the manager and the technicians; on duty at the time of the incident. I have also taken the liberty to review and listen to our surveillance tapes. As stated by Mr. [redacted] he did in fact bring in a defective iPhone 5S. Mr. [redacted] explained it would not stay charged. He also mentioned he had tried several different things to get it to charge/keep a charge. In order to appropriately repair any device, we perform a diagnostic test. After doing so we agreed the phone is not charging. We also explained it could be many different issues causing that problem. His phone had a dent in it, this could be from dropping it. He was not sure how the dent got there. He said it had been there for a while and had no issues until recently. If the dent was caused by being dropped, stepped on etc. this could be causing the charge problem. However, it could also be a board issue. It really does not matter how long it has had a dent/board damage. The problems can arise immediately or down the road. With any device, automobile or even dental.. The longer you let something go without getting the issue resolved it can cause problems down the road. Some issues become quite serious and others minor. iMechanic and Mr. [redacted] hoped it was just the charge port. Mr. [redacted] asked the cost of repair and when can it be completed. Before we moved forward we explained; we would replace the charge port. However, if it is a board issue we cannot do anything for him/device. Also, if it does charge after replacement it may not be a permanent fix, if it is a board issue. The board could read it temporarily. He asked that we go ahead with the replacement. We replaced the charge port and the phone was charging. Mr. [redacted] picked the device up. Mr. [redacted] returned later stating there was no sound, it was not charging. We reminded him of our initial conversation. Mr. [redacted] became quite irate and started demanding a new phone. Absolutely out of the question! We said we would have no problem taking a look at it again. However, it had almost no charge. We said if it “dies” our hands are tied and there would be no way of reviving it. The phone indeed did “die”. We gave him the phone and explained. He was very irritated and quite disturbing. He insisted it was our fault and blamed us for the malfunction, wanted a new phone and was quite demanding. Even though we did what was asked by Mr. [redacted]. We were under no obligation to refund his money. However, as a company that insists upon customer satisfaction. We offered and gave a “full” refund for the repair. With respect to Mr. [redacted] we did everything to accommodate him. Whereas: Mr. [redacted] brought in his damaged device for repair. It was unrepairable by iMechanic, Inc. Therefore, we accommodated Mr. [redacted] by giving him a “full” refund for repairs, while we absorbed the labor and part costs. Respectfully, Sebastian R.S. H[redacted],Paralegal/COO Corporate Headquarters iMechanic,Inc