iCracked Inc.

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

Complaint: [redacted]I am rejecting this response because: they lied to me twice and said the item was shipped out and was not shipped until 2 days later. I would have...

never had to "file a warranty claim" had iCracked fixed my iPad correctly the first time!  It is not my fault they messed up the first time and then kept my device for 2 solid weeks without any updates and then when forced to update me, they lied to me! This is crazy and unacceptable! Sincerely,[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)My phone was supposed to be getting repaired for the damage caused by the iTech. Now my phone is just going to be returned to me damaged. My phone was not messed up or having any problems before the screen was replaced. I don't understand why I am getting my phone returned if it has not been fixed. Now I am without a phone again and will have to come up with the repair cost for damage I did not even do. This is ridiculous.

We have contacted and spoke to both iTechs that have been mentioned in this complaint. We have been informed that numerous attempts have been made to repair their customers device. As of today 3/23/2016, the second iTech ([redacted]) mentioned says he has the device in his possession and will provide...

it to the original iTech ([redacted]) to return to his customer. It would be best for [redacted] customer to contact him to coordinate directly with getting the device back. At that point they can discuss any repair issues or questions the customer has for the iTech.

Initial Business Response /* (1000, 5, 2015/10/09) */
I have followed up with our Trade In department and they have processed two payments for this customer. One for $385 and another for the additional $10.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: I would never send anything to your company again, I want  a refund to my credit card that was used to purchase the repair for my iPad. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/12) */
After going over all the communications between iCracked and [redacted], the device that was sent to us had a damaged lcd connector so it was not operational. These kinds of repairs come with no warranty since we can't test the condition of the lcd...

prior to reconnecting the port. All communications with [redacted] have explained this and it has also been explained what our warranty covers.

Initial Business Response /* (1000, 5, 2015/06/02) */
The package did show as a received, but somehow the device was never found at our warehouse. We apologized to the customer and provided him the $125 that his trade in was worth via paypal. I will personally reach out the customer and provide...

him the paypal transaction id so he can claim his payment.

Initial Business Response /* (1000, 5, 2015/09/21) */
I have spoken with the technician assisting this customer and from the evidence that they have provided this has been fully resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response...

from the business.)
Tech has reached out to me and the matter has been resolved. My phone is in perfect condition. It took longer than it should have to resolve issues but once I got in contact it has been great! Thank you for everyone's help and response. I still think the company as whole should be responsible if techs cannot be contacted but releilved my phone finally works great! Even though I went through a lot to get my warrantee claim I will still recommend this service. Everyone I spoke to was kind to me and the workmanship is flawless. Communication with techs need to be better, but overall I'm satisfied with the outcome.

Complaint: [redacted]I am rejecting this response because:
I have sent over 40 emails to HQ and to [redacted], who was my tech. I have made 25+ calls to [redacted] and to icracked hq - all with the same outcome... my phone has not worked since 8/26/2017 because of something [redacted] did during the change to the screen. My calls and emails to him go unanswered, and I get the usual standard answer from their 'warranty department', saying that each tech makes his own appointments and is responsible for their own warranty. In my opinion, it is a scam... the warranty department does nothing to facilitate the correction and the tech doesn't answer or respond to me. I was told by a warranty person at icracked that 'this particular tech gets a lot of complaints."  I am a senior citizen with a handicap. I don't 'play' on my phone - it serves as a lifeline for emergency (and other) medical care. For this company/tech to break my phone, assure me that I have a warranty, and not fix it, is unconscionable.
One thing that I would like to add is that [redacted] showed me the phone when he fixed it, and it looked brand new! The screen was no longer cracked  I was so happy that I gave him a very favorable rating and a tip. By the time I tried to use the phone, I realized something was very wrong. I managed to get him as he was driving away and told him that the phone goes to a black screen whenever it is used  this never happened before that day! I should have known when he said that 'he would bring it back to me in 5 minutes, and that he would fix it IN HIS CAR', rather than going back into my home that there would be no fix  he brought it back to me  I was sitting with a neighbor and introduced them.  He said he was late for his next appointment, and quickly left. When I tried the phone, he was gone, and it was exactly how it had been the first time I gave it back. The warranty department also said they were looking for other techs to fix my phone, but none are/were available. 
This company does not honor their warranty, I have a badly damaged and limited use phone, and a tech who will not return my texts/emails/phone calls to rectify the situation.
I plan on contacting the Consumer Advocate at [redacted], and taking [redacted] to Small Claims Court.
I would highly recommend this company do a better job with backchecking on their techs. The only resolution that would be satisfactory is to fix the existing phone or get me a new one that works. This has left me in a terrible and dangerous predicament.  
 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/01) */
Contact Name and Title: [redacted] Warranty Assoc
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@icracked.com
Per our Trade-in department, the check has been issued and customer should receive it within 3-15 days in the amount of $310.00....

The delay on sending payment was that the device was locked by an iCloud account. When in that state, unless released or unlocked by the owner of the account, the Trade-in department is unable to process payment. Issue should be resolved.

Complaint: [redacted]I am rejecting this response because: terms and conditions of lifetime warranty don’t state that it covers parts only and misleading. If Icraked not sure about daily usage it should not provide lifetime warranty Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/05/15) */
We have refunded [redacted] money minus the 25% restocking fee that was explained to him when he signed his contract to sign up with iCracked. This fee covers all of our overhead expenses when it comes to bringing the techs on board and...

restocking all of the parts that were sent out.
Initial Consumer Rebuttal /* (3000, 9, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The agreement was on a different package that I declined and also their was nothing to restock that package did not have inventory at all. They are misleading and deceitful look atbtje agreement it was for a different package that did have inventory which I declined after weeks later they brought me a package with no inventory or tools amdntold me it was refundable but now they say their is a restocking fee but their was nothing to restock

We believe this complaint has now been resolved with this consumer by our Warranty team supervisor and Headquarters. Our team tried to resolve this in a timely manner once the team members in the position to help were made aware of the situation. Unfortunately we do not believe it was the quality of...

the screens we provide. We have strict quality assurance guidelines we provide our vendor to follow, as well as having the vendor test and video every screen sent to us for use. We believe in our products highly enough, what we sell to the iTechs, our company can offer a lifetime warranty on a defective/faulty screen if it is deemed to be so by our quality control team. If the consumer would like further information on why he was not contacted by a Regional manager or our Founder/CEO please respond to the internal ticket and we can provide further information.

Initial Business Response /* (1000, 5, 2015/06/11) */
[redacted] performed a service and put on a screen that was fully operational. Due to the service being performed we can't contact [redacted] to provide a refund. Our techs are licensed affiliates of us so if he would like a refund he would have to...

contact [redacted] directly.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
iPad is still broke she is refusing to give me a refund. Can't find a replacement. Going away putting me on the back burner til she gets back in 2 weeks. This has been going on for too long. I want a refund and a replacement if not the same model iPad 2 AT&T / WiFi a generation or 2 newer. Its her fault that this is broken and need this before I go in for surgery. I also use this for coping skills with my depression and MS
Final Business Response /* (4000, 9, 2015/06/26) */
We have replaced this device and have communicated that with the customer. I will resend that email to ensure that this situation is taken care of.
Final Consumer Response /* (2000, 11, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me another iPad which I'm happy with.

Initial Business Response /* (1000, 5, 2015/07/06) */
I have spoken to the customer and a tech is currently being sent out to assess the damage to the device so we can proceed forward.

Initial Business Response /* (1000, 5, 2015/05/08) */
This repair did end up happening, it was just the process of getting to complete the repair proved to be a bit of a run around. We apologized to the customer and let him know that we are taking this experience and learning from it.

Hello,We understand the consumers frustration. However, these issues and questions need to be directed to the iTech who assisted with his customer on the repair. As stated in the first sentence on the consumers last response "My phone was supposed to be getting repaired for the damage caused by the iTech" Also written in the first complaint submitted by the consumer which states"when it would be returned to me in working condition he stated it was not his company's fault and he was trying to do good by me to repair the phone at his cost but it would take time."Once again we understand the consumers frustration but these responses are coming to the iCracked Headquarters, our relationship is iCracked HQ provides the independent iCracked affiliate with the tools, marketing, parts and dispatch system. Ultimately they are independent contractors, essentially their own business. If the iTechs direct information needs to be provided please respond to the internal ticket to request that information. Thank you.

Initial Business Response /* (1000, 5, 2015/05/27) */
I have contacted the customer and the technician and [redacted] is getting a full refund.

Hello, 
We have informed the consumer of are decision based on the information provided to the warranty department. The warranty department does their due diligence on responding to a warranty claim to the best of their ability to assist a consumer. Throughout the process some cases do need to...

be denied. If the warranty department has done an investigation and found it does not fall under a valid warranty request with the information given to them they will review with a supervisor. The supervisors response is below.
 
---When a dirt was indeed left behind during or after the repair, it should have been noticed within a day or week at the most and a warranty claim should have been filed. However, it seems the current situation is not the case. Considering the amount of time from your original repair up to the date when the claim was filed, many instances beyond our control could have happened that most likely caused the issue that you are having. Thus, regrettably, we are unable to cover the device under warranty.
Please be advised that our Lifetime Warranty is intended to protect our customers from any potential functionality or manufacturer defects and as per your repair records, your device was documented to have full functionality when you had your repair almost 3 years back. When our iTechs completes a repair, we timestamp the condition of the device to make sure everything is functional before it gets passed back to the customer. Once released we'd have no idea what use the device goes through, which is why we are unable to cover any physical or cosmetic issues.---
We absolutely still want to help and don't want to leave you out in the cold. If you'd like, I can set up another repair with one of our iTechs to have the screen replaced or you may take advantage of the discount code "[redacted]!" to receive a 25% discount on our DIY kits.--------
The warranty department handles cases daily and if it is the workmanship of the iTech or consumer believes it is the workmanship and the installation is not done properly, this is something that is addressed in a very short time if not immediately. We understand every case is different, but after three years of this being in the consumers possession we do not know how the device is handled. After time with these devices wear and tear takes a toll by simple daily use. 
 
Per the warranty ticket, on May 29th the consumer stated ----"reported the issue as soon as I noticed it".----
 
The agent on May 30th replied saying ------"Upon checking in the system, there's no email that you reported this issue since after the original repair date last Nov. 5, 2014.  
May I ask if whom did you reported the issue?"-----
 
The consumer responded the same day -----"I did. On reported an issue a year ago. I reported an issue as soon as I found out dirt under the screen. Again I said I am not sure how long the dirt is there maybe a year maybe a week.”----
 
Once again, we try to make the best evaluation with the information we are provided, factoring in the time, the issue and responses, we came to the conclusion this did not fall under our warranty guidelines. Thank you.