iCracked Inc.

Initial Business Response /* (1000, 5, 2015/11/09) */
Payment has been sent and we worked out the details of the situation via email

The iTech is an independent contracted affiliate the warranty team has reached out to him on several occasionsHowever, the iTech is currently on vacation and will be returning shortlyWe provide the part, the tools and our dispatch system to the iTechEssentially they are their own business, if
the customer believes that the iTech damaged the phone beyond repair, the liability rests with the iTechPer our warranty
In the case that the repair is performed by an iTech, the iTech is responsible for the replacement and should be contacted directlyiTech Customers are also welcome to contact iCracked HQ to notify us of a repair issue, however, liability shall rest with the iTech who performed the service
We have offered the customer a refund for the original charge at this point and waiting for the iTech to return

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/11) */
This was a case of a customer sending their device to us for a screen replacement and them getting it back and cracking itWe have timestamped condition of the device showing that it left our warehouse full operationalShe stated in her
claim that it was packed well and didn't look like it was broken in the mailDue to this seeming like the screen was cracked post repair, we would be unable to provide *** a full refund or a warranty repair

Initial Business Response /* (1000, 5, 2015/10/16) */
Contact Name and Title: *** Warranty Assoc
Contact Phone: XXX XXX XXXX
Contact Email: ***@iCracked.com
We have spoke with the customer and the issue will be resolved by providing a replacement device per our warranty guidelinesThe
customer is now aware and he should receive that device next week between the dates of 10/- 23/This case with this customer should be completed to their satisfaction

Initial Business Response /* (1000, 5, 2015/06/04) */
The reason this claim was denied was due to her breaking her phone prior to the day waiting periodAs per the contract that was signed when she signed up for the insurance program she agreed that if anything cracks were to form prior to the
day waiting period those claims would be denied
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the phone was broken prior to the daysMy issue is that it was repaired and then broken again and the business is refusing to repair the phone the second time it was brokenThey are now requesting proof in the form of a receipt before they will fix itIf this detail was made known when inquiring about the coverage the first time it was broken, then it wouldn't be such an issueI did not keep receiptI was in another state when I had it repairedI don't know who did itI have told the company I have call logs from phone carrier showing the phone was out of order and when the phone was in use againI was accused of putting the phone in airplane mode to set up the whole dealI had no clue they were going to give me such a fight and accuse me of setting things upI knew I was responsible for the repair within the daysIf they took the time to look at dates and times and had any common sense, they would see that the only way for the phone to work was because it was fixed prior to the second breakageHow can a broken phone be used? It was obviously repaired for it to be in serviceBut now that I tell them that, their request of a receipt is the reason they are denying the claimI was told to get it fixedI didI was not told to keep receipt or report to them it was fixedI have researched website and there's nothing that I can see where they require this proof before they will fix a phone
Final Business Response /* (4000, 9, 2015/06/15) */
The reason this claim was denied was due to her breaking her phone prior to the day waiting periodAs per the contract that was signed when she signed up for the insurance program she agreed that if anything cracks were to form prior to the day waiting period those claims would be denied
Final Consumer Response /* (4200, 11, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand what they're saying, but it's obvious they are not understanding meThe broken phone was repaired by me, the one they're denying the claim forI dropped it again and broke it after the daysThat's the break I'm having the issue with them aboutI have proof from phone carrier that I had a working phone after the initial break, but that doesn't seem to be enough proof to them that it was fixedThey are requiring a receipt for repair and I do not have oneI wasn't aware I'd need to keep it to verify I had it fixedThey did not tell me I would need to call it in, provide receipt, name of repair shop until I called about getting the second break repairedI was on vacation and in another state when the phone was repairedAfter I fixed it, my last concern was keeping documents to prove to an insurance company that I had it repairedI can prove the phone was working because I can provide to them proof of calls and textsBut that is all I have leftI would have the proof they want if they had made that known to me before I broke it a second time

Initial Business Response /* (1000, 7, 2015/10/27) */
Contact Name and Title: *** Warranty Assoc
Contact Phone: XXX-XXX-XXXX
Per an email received by the customer on 10/12/2015, the customer stated that he and the iTech have come to a resolution to close this case
Initial Consumer
Rebuttal /* (2000, 9, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I worked with the original tech directly to fix my problem, since iCracked was so incompetent they could not provide a resolution in anything resembling a timely manner

A full refund of $has been issued on 10/3/

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to meI also wanted to note that weeks is an unacceptable amount of time to have a complaint resolvedYou contract unresponsive technicians, and force your customers to hang in limbo as I did for weeks at a timeI was finally escalated to a manager when I threatened to contact the Revdex.com and my local newsYou should not hold your customers responsible for the people you hireThis is a terrible way to treat your customers, and I hope you review the way your Customer Service department handles these complaints.
Also, my technician *** *** was completely unresponsive and lied to your CS reps and said he would contact me numerous times and he failed to do soHe also ignored multiple text messages and emailsI would appreciate you looking into him specifically, since he has a *** *** rating on your site. Sincerely, *** ***

We have provided a full refund on behalf of the iTech, that did not respond, to resolve the issueThe customer will be updated via the internal ticketThank you

Initial Business Response /* (1000, 6, 2015/11/02) */
Contact Name and Title: [redacted] Warranty Assoc
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@iCracked.com
Hello,
The customer has been provided an refund to their PayPal account for the product, after it was verified that is was...

returned. This issue should be resolved now.

Complaint: [redacted]I am rejecting this response because: The Tech represents himself as an employee of ICracked and stated that is who receives the payments.  Therefore, I paid ICracked to break my $700 phone and not hold any liability to it.  Of course I'm frustrated.  No one wants to be held responsible or do the right thing by repairing or replacing the damage they created.  My final request is to have my phone replaced or repaired properly.Sincerely,[redacted]

Final Consumer Response /* (2000, 6, 2015/12/09) */
I contacted the company again yesterday via phone and finally reached a representative which was an outsourced company. At first, he was not able to help me over the phone and the line surprisingly got disconnected. After calling back however he...

did say he would contact corporate directly and call me back. He did keep his word and called me back to tell me the funds would be transferred via PayPal. I did in fact receive the funds later that day which was followed by a follow up call from the representative.

Initial Business Response /* (1000, 5, 2015/10/30) */
Hello,
We received a response from the customer on 10/30/2015 at 4:43pm that an iTech has assisted the customer and resolved the issue. This was recorded on customer ticket XXXXXX. Issue resolved.
Thank you.

Initial Business Response /* (1000, 5, 2015/09/23) */
We would be more than happy to assist this customer, but due to the fact her warranty claim states that the screen is cracked, we would need a couple of photos to verify that the damage was not user induced.

Initial Business Response /* (1000, 7, 2015/11/10) */
We have provided this customer two devices to replace the device which he was having his original issue with. Both replacement phones worked for a week before the customer chose to plug it into their computer, which rendered the device...

completely non functional. After speaking with them, it seems like the error they are experiencing is 1671 which is a server side error. This would be something to do with the software being installed onto the device from the computer. If any attempt to jailbreak the device has been attempted there could be corrupted software being installed.
We also just had an a agent reach out to the customer to see if there was anything further we could provide the customer and they hung up on us. This would also show that there is a operational device in their possession and a voicemail was left, letting the customer know to contact us if there is anything further we can provide

We understand the clients frustration and want the client to know that we are taking her feedback and taking matters into our own hands to rectify the issue and assure that it won’t happen in the future. We apologize for the lack of communication on our agents part and the delayed repair. The following is a $10 off coupon code to use on any future repair: [redacted]

Complaint: [redacted]I am rejecting this response because: the repair was done unprofessionally and the dirt and peaches of glass under the screen is due to the poor repair. This is not about the funcuanality but due to failed glue. I have another iPad as long as this one and never had any issues but it was not repaired by you. Also iPad was taken to apple and apple determined that dirt under the screen due to repair by 3rd party. Sincerely,[redacted]

We have purchased a replacement device for the consumer. This information has been provided via the internal case with our company. Thank you.

After investigating this matter further we have found that our Warranty Department has already sent the device back to the client.