Mark Close Roofing & Construction

Customer Complaint ID # January 11, Harold [redacted] Mr [redacted] brought his phone in for repair on November 29th because, in his words, the “screen shattered.” A new screen/digitizer assembly was installed and all functions of the phone were working correctly when the phone was picked upOn December 19th the phone was returned because of erratic operation of the digitizer This was not an issue of “a sensor not being installed properly” but rather a failure of the previously installed screen/digitizer assembly The screen/digitizer assembly was replaced at no charge and all functions of the phone were working correctly when the phone was picked upOn January 10th Mr [redacted] brought his phone in with a broken Digitizer Mr [redacted] said he had the phone laying near him and accidentally put his elbow on the screen and the Digitizer cracked Mr [redacted] insisted he did not put much pressure on the screen and that we must use substandard parts for the digitizer to crack that easily I assured Mr [redacted] that we use first quality parts and had not had issues with random digitizer or LCD crackingWhen the Master Technician and Manager arrived they examined the phone they concluded that the digitizer cracked because of some external force, not due to poor product qualityGiven this decision by the Manager and Master Technician I called Mr [redacted] to tell him that we would not replace the screen at no charge under the service warranty I reiterated the fact that we have not experienced digitizer cracking due to component quality I told Mr [redacted] that when we see broken digitizers it is because of some external force on the phone Mr [redacted] said at this time that he lightly layed his arm on the phone contrary to the earlier statement that he contacted the phone with his elbow When Mr [redacted] asked to speak to a manager or someone else to resolve this issue I told him that my wife is the Owner, meaning that I had ultimate authority to decide how his request should be handled Mr [redacted] then said he thinks the Simple Snap screen protector we sold him was a waste of money and he wanted me to remove the screen protector and refund the cost of the screen protector I told Mr [redacted] that I was reluctant to remove the screen protector fearing that the digitizer would be further damaged in the process but that I would still refund the cost of the screen protector Mr [redacted] then said he would be by later to pick up his phone but that he would not do any further business with usWhen Mrs [redacted] came to pick up the phone that evening she continued to question why we would not warranty the broken digitizer She was told that the reason we would not warranty the broken digitizer had nothing to do with the previous repair but was because we felt the digitizer was broken by external forces beyond our control Mrs [redacted] then proceeded to vaguely wave her hand over the phone and said that is all her husband had done and she did not understand how that would have broken the digitizer The Manager then advised Mrs [redacted] that we had no way of knowing how the digitizer was damaged but he was confident it was not due to component quality Mrs [redacted] was not treated rudely and was not called a liar at any time during this discussion When Mrs [redacted] said she would not be back no one responded The Manager involved in the conversation with Mrs [redacted] has been with the company for over ten years and has never had accusations of this nature lodged against himMr [redacted] finally claims that another service told him that the screen was not properly installed and that is why the digitizer cracked We are confident that an installation problem was not the cause of the digitizer cracking When I examined the phone the morning of January 10th the screen was properly seated in the frame and showed no signs of distress other than the cracked digitizer pointed out by Mr*** Had the screen been improperly installed there would have been operating issues with the phone when it was returned to Mr [redacted] on December 19th, the screen would have cracked much sooner than three weeks after the repair and the crack would have impacted the LCD and the digitizer, not just a localized area of the digitizerWe are sorry Mr [redacted] had a problem with his phone screen We try hard to work with our customers and help solve their problems by even going as far as offering discounts on a second screen replacement if the customer simply says the screen was damaged by their actions The accusatory approach of Mrand Mrs [redacted] took any such conciliatory approach off the table

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11930731, and find that this resolution is satisfactory to meIts not satisfactory to me but with this business and the lousy customer service they have its no surprise they won't make it right The accusations with Mrs***, she was called a liar and the manager was yelling it at her from the back room as he was on the phone with someone else Very unprofessional But you guys will never agree that you did anything wrongWe will no longer do business with you because you can't even give a simple apology We will make sure that anyone we know NEVER goes to your businessWe did have to go somewhere else and get a new screen put on "since you don't care about your customers or the future of your business" and that company said that it wasn't adhered correctly and that would make it crack the way it didThanks for nothingMr***