Ipro Service-iphone Repair

Hello, thank you for contacting iPro ServiceWe received an order from the aforementioned client some time last yearAccording to my research the order was processed some time agoWe also have a full record of correspondence with the client so for them to say there has been none is falseThe service we offer is a virtual service and our understanding is they are trying to get it "for free" by complaining it was never completed, despite us responding to all of their emails, calls, and even sending the confirmation to them againI believe PayPal the merchant services company they used to pay for it already found their claim to be fraudulent which is why they may be complaining hereOur number one goal is customer satisfaction, however we can not provide full refunds for services already rendered, especially when they were especially difficult cases as was theirsWe welcome you to call or meet with us at our local office in Portland, Oregon any timeThanks! Sarah J***

Complaint: [redacted] I am rejecting this response because: First of all, I am not admitting NOW that I have had contact with IproserviceIn fact, from the first complaint that I made with the Revdex.com I said that I sent an email to IproService asking about the status of my phone the 18/august/and the same day they answered "Your order required some additional research as it was listed as being purchased in Switzerland which complicates thingsWe will keep you posted on our continued progress with you request"After that email I waited and waited, but they never contacted me again as they said they were, to tell we that my phone was "unlocked or not"After that, the 26/october/I sent another email complaining about the service, and by my surprise they never answered that email or sent me the "further instructions to unlock the phone" as they listed on the email that they send after purchasing the serviceThey only sent the "further instructions" months later when I called them to complain (12/january/2016)They say that they sent the instructions "as a courtesy", but the truth is that they never sent them before and I can prove itFor my surprise now Iproservice is saying that " The service is virtual, no code or further instructions are actually needed as all they have to do is use a SIM card and anyone with a phone already knows that"But for me things are not like these, in their product details they specify very CLEAR"You will be notified by email once your unlock has been approved with further instructions to complete the unlock process"So if all the client needs to do is putting another SIM card to check, they should not say that they will notify by email with "further instructions"Iproservice now is changing the conditions, and that is not honestI am not an expert, and when the company that is supposed to be the "expert" -as Iproservice- says to the client that they will contact when the phone is unlocked with "further instructions", me as a client - will truly believe them-So if Iproservice FORGOT to notified me, that is not my responsibility or problemAnd not only forgot to notified me, also did not answered my email-complain from the 26/october/.so if the phone was successfully unlocked, why they did not answered me that email-complain saying that the phone was already unlocked? If they have a very good client service, why did not answered that complain? why they waited to the 12/january/when I called, to say that the phone was successfully unlocked and by surprise the case was closed? And respect to that the unlocking was complicated because the origin of the phone is South America, I am really confused because they offer very clear a "Worldwide Unlock", they DON'T HAVE A CLAUSE saying that if the phone comes from a place that is not Europe or North America the unlock service will take longer (more that the 10-days that they promise) or will complicate thingsSo for me the argument of the origin of the phone is completely irrelevantI demand a refund because they did not meet the conditions that themselves sell with the unlock service - 1º they did not unlocked the phone between the 10-days that they listed on their unlocking conditions, and 2º, because I was NEVER notified Sincerely, [redacted]

Hello, thank you for contacting iPro Service. We received an order from the aforementioned client some time last year. According to my research the order was processed some time ago. We also have a full record of correspondence with the client so for them to say there has been none is false. The...

service we offer is a virtual service and our understanding is they are trying to get it "for free" by complaining it was never completed, despite us responding to all of their emails, calls, and even sending the confirmation to them again. I believe PayPal the merchant services company they used to pay for it already found their claim to be fraudulent which is why they may be complaining here. Our number one goal is customer satisfaction, however we can not provide full refunds for services already rendered, especially when they were especially difficult cases as was theirs. We welcome you to call or meet with us at our local office in Portland, Oregon any time. Thanks! Sarah J[redacted]

We have had numerous communications with the client. We can provide record of this although it appears now the client is admitting it by quoting our communications with them after initially saying we offered no communication with them. The order was in fact placed long time ago and it is true we thought this account with us had been closed some time ago as well. We only reviewed it again recently when they decided they no longer wanted the phone and wanted a refund. The initial order was placed for a carrier in Chile (South America) as far as I understand, although the device was actually purchased and / or exchanged in Europe. This greatly complicated things and did cause some delay, again, months ago. Upon learning they may not have received notification of the service, it was resent as a courtesy. Regardless, the service we offer is to unlock their phone. The service is virtual, no code or further instructions are actually needed as all they have to do is use a SIM card and anyone with a phone already knows that. It simply has to be reactivated on the new network within a reasonable time. We do not appreciate being accused of being a scam. While we strive to achieve 100% customer satisfaction, we realise that is not realistically possible. We offer refunds where refunds or credits are due. However we do not refund for services already rendered, especially when they were far more complicated than what the client initially requested. We unlock thousands of mobile devices a year and have hundreds if not thousands of happy clients world wide. We are sorry if one client was not happy. Our records indicate we have spoken and worked with this particular client several times over the past year and feel we kept our end of the exchange. Regardless, my manager has informed me to comply with what ever the Revdex.com finds as a fair settlement whilst acting as a mediator in this matter. Upon instruction, we would be more than happy to provide verification the service was completed. We can order this verification report from the manufacturer and/or carrier. The Revdex.com may email me directly at [redacted]@iProService.com or leave a message here. Thank you.

Complaint: [redacted]. I am rejecting this response because: First of all, I am not admitting NOW that I have had contact with Iproservice. In fact, from the first complaint that I made with the Revdex.com I said that I sent an email to IproService asking about the status of my phone the 18/august/2015 and the same day they answered "Your order required some additional research as it was listed as being purchased in Switzerland which complicates things. We will keep you posted on our continued progress with you request". After that email I waited and waited, but they never contacted me again as they said they were, to tell we that my phone was "unlocked or not". After that, the 26/october/2015 I sent another email complaining about the service, and by my surprise they never answered that email or sent me the "further instructions to unlock the phone" as they listed on the email that they send after purchasing the service. They only sent the "further instructions" 6 months later when I called them to complain (12/january/2016). They say that they sent the instructions "as a courtesy", but the truth is that they never sent them before and I can prove it. For my surprise now Iproservice is saying that " The service is virtual, no code or further instructions are actually needed as all they have to do is use a SIM card and anyone with a phone already knows that". But for me things are not like these, in their product details they specify very CLEAR"You will be notified by email once your unlock has been approved with further instructions to complete the unlock process". So if all the client needs to do is putting another SIM card to check, they should not say that they will notify by email with "further instructions". Iproservice now is changing the conditions, and that is not honest. I am not an expert, and when the company that is supposed to be the "expert" -as Iproservice- says to the client that they will contact when the phone is unlocked with "further instructions", me as a client - will truly believe them-. So if Iproservice FORGOT to notified me, that is not my responsibility or problem. And not only forgot to notified me, also did not answered my email-complain from the 26/october/2015….so if the phone was successfully unlocked, why they did not answered me that email-complain saying that the phone was already unlocked? If they have a very good client service, why did not answered that complain? why they waited to the 12/january/2016 when I called, to say that the phone was successfully unlocked and by surprise the case was closed? 
And respect to that the unlocking was complicated because the origin of the phone is South America, I am really confused because they offer very clear a "Worldwide Unlock", they DON'T HAVE A CLAUSE saying that if the phone comes from a place that is not Europe or North America the unlock service will take longer (more that the 10-15 days that they promise) or will complicate things. So for me the argument of the origin of the phone is completely irrelevant. I demand a refund because they did not meet the conditions that themselves sell with the unlock service - 1º they did not unlocked the phone between the 10-15 days that they listed on their unlocking conditions, and 2º, because I was NEVER notified. 
Sincerely,[redacted]

Complaint: [redacted] / I am rejecting this response because what are they saying is false. I have all the emails as a backup that can prove that they stopped to answer me after they said as an answer on my complaint the 18/augusts/2015: "Your order required some additional research as it was listed as being purchased in Switzerland which complicates things. We will keep you posted on our continued progress with you request". As I saved in my complaint to the Revdex.com, after I called to IproService the 12/January/2016 they sayed that my file was processed and closed, but they never sent me the instructions to unlock my phone. After that call, they send it "again" as a courtesy, but the truth is that they never sent it the first time. So they sent the instructions 6 months later. I would like to declare that the only call that they have answered to me is the one made the 12/january/2016. After that we have called at least 3 times without answer. After the last time I called, I sent an email, that they only answered mysteriously after Revdex.com sent them the complaint, saying that "The unlock was presumably completed months ago and account closed with us. We simply sent the information again as a courtesy because she had asked for it to be sent again by courtesy" -I declare that this is completely false because they never sent me the instructions the first time, as I said, I have all the emails to prove it. Respect to PayPal, sadly I can not have a refund with them (and for sure IproService knows very good the PayPal Policies, that's why they don't answer emails in the proper time) because they don't refund 6 months after the purchase have been made. And is a shame that IproService as a treatment like these with their clients, but luck for me after researching in internet I realized that there is more people like me, that have payed for the unlock service-service that has not been executed, and after that they have stopped to answer emails and calls. So SCAMM ALERT, what they did to me is not the first time. To finish, I would like to say that considering that they never sent the instructions to unlock my phone, but after 6 months they did it, I declare that I don't want it anymore- I am in my right to refuse it now, that's why I demand a refund. Is not my fault that they forgot to sent the instructions when they were supposed to and is not my fault that they have such a bad service with the clients (not answering phone calls, emails). And is a shame that they have such a fast reply only after Revdex.com is mediating. But what I found very bad is that they are changing the story, not assuming anyresponsibilities. 
Sincerely,
[redacted]