iDropped

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by iDropped regarding complaint ID [redacted] Regards, [redacted] ***

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by iDropped regarding complaint ID...

[redacted].
Regards,
[redacted]

Review: I went to the idropped location in the [redacted] mall where I had a screen replacement done by [redacted]. The whole experience was horrible from start to finish. Firstly, after he had done my screen replacement before walking away I tried to do a test call and the caller could not hear me. After waiting for bout an hour he re fixed it again. About a week later I return to Idropped because my screen was fuzzy and not clear. I called first and [redacted] told me to bring it up to them and they would fix it. When I arrived there he told me that he could not fix it because the lcd screen had been crack. I told him how would it have been cracked if I have not dropped my phone. He stated he didnt no and got his "manager" [redacted] who was absolutley no help ata ll. [redacted] and I were debating back and forth and he started cursing at me tell me that He wasing a "[redacted] it and I wasnt to speak to him like a [redacted]. he told me to shut the [redacted] up and much morevulgar language. I filed a complaint through the idropped on their website and still havent received a response. I also spoke with a nice named [redacted] from the [redacted] location who has stated twice that he has fowarded the information over to the owners who has still not contacted me back.Desired Settlement: some form of refund

Consumer

Response:

Thank you

Business

Response:

Dear [redacted]:A customer named [redacted] previously visited our [redacted] location on 3/16/2014 for a screen replacement on her iPhone 5 which predominantly had damage in the top center around the ear speaker. When the lead technician, [redacted] had tested the phone upon check-in, he had neglected to test the ear speaker; because of this we could not be certain that this speaker was working initially. Minutes after [redacted]s first repair was finished, she returned complaining about her ear speaker not working properly. [redacted] took a look at the phone and, because we could not determine the original condition of the ear speaker, it was replaced free of charge.**. [redacted] approached our iDropped kiosk location in the [redacted] mall at 7:00pm Saturday, April 5th wanting to get the display on her iPhone 5 repaired. Prior to her arrival she had called the store location, briefly explaining the LCD issue she had as well as her experience at the [redacted] store where she explained that they would not repair on her phone, hence the reason she is calling. She was told by the lead technician, [redacted] to stop by the store for a more accurate diagnosis since what she had tried to explain over the phone could more easily be diagnosed in person.When **. [redacted] arrived she approached the kiosk, it was written on her face that she was angry, and she immediately tossed the device on the counter without saying a word and waited. I had asked her what the issue with the phone was and she immediately started yelling, saying that she had brought her phone her for a repair before and stated that he (pointing at [redacted]) broke her phone and demanded that we were going to fix it.[redacted] began to examine the device, which had a rainbow streak down the left side of the screen. He explained that this was an error he has seen before and could probably be fixed by a hard reset or reseating the LCD connection. [redacted] had no problem with reconciling the situation, as this is something that can be easily taken care of and happens from time to time with iPhones due to the nature of the Connections.It was at this time that I myself took an upclose look at the phone to assess the damage that was done when I noticed that there was a crack in the LCD, even though the digitizer was still intact. Because of this crack, we could not cover the repair and the one-year guarantee (that covers defective parts) no longer applied to this device because it was now physically cracked due to a potential drop or excess pressure on the phone. When I had informed **. [redacted] of this, she began verbally attacking both [redacted] and myself, abusing select words in a manner that would make a sailor blush.The initial conversation leading up to her overreaction was only a minute or two, followed by one hour of her swearing and talking in circles. She would ask [redacted] questions about the previous phone repair and then tell him to shut up, mid response, and saying why are you talking, shut the up, why are you talking”. She would then address me with questions about what she wasnt understanding, and I was kind enough to offer a discounted repair but as soon as I would go back to telling her that we couldn't replace it free of charge she would state that we are mall hustlers with [redacted] 10 an hour jobs. She started literally screaming at us and I had to tell her if she didn't calm down we were going to have to call mall security.Midway through all of the commotion, a customer approached our kiosk wanting to get his phone repaired. It was at this time that **. [redacted] made a comment insinuating that we had broken the customers phone as well, to which he responded, No, I just dropped it. This is very rude and compromises the integrity of our business. After we got that customer checked in, they left, to return in about an hour when the phone repair was done. In the meantime, **. [redacted] still continued to reprimand us. When she had addressed [redacted] again about breaking her phone, [redacted] told her: I didn't break your phone. It was at this time that I had to ask [redacted] to leave and go home, telling him that I would take care of it from here.[redacted] leaving apparently diminished a lot of the fuel that fired [redacted]s rage. She eventually just calmed down and told me to just fix her phone. Unfortunately, since I just took in another repair, by the time that repair I had just taken in would have been finished, I wouldn't have had enough time to finish her repair that day. **. [redacted] eventually walked off.Best regards,