Mary Sears Children's Academy - Lockport

There were two or more people who witnessed these transactions and her comments We will not pay for someone else to fix a phone we did not break The customer brought in a broke phone that could have had multiple problems with the phone due to her own admission that the phone had been thrown When the screen was fixed, which we have done this service 100s of times for others without incident, it was known the phone was not working If the customer wants the screen fixed we replace the screen, but will not pay to have a part fixed that we did not breakAdditionally, we will only fix the screen if the customer agrees to control her temper and not threaten, or cuss at our employees

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I stopped by on 9/4/to pick up my phoneWhen I arrived to pick it up, the receptionist confronted me about the complaint I had filed with the Revdex.comShe was telling me how it offended her and her managerAs I was explaining myself and why I was so upset, she continued to get rude towards me about the whole situationShe had brought up how in my previous complaint, I had said that they had already taken the dollars from meI re-read the complaint I posted and no where in the complaint do I clearly say they had already charged meI had said Ill be paying them dollars for the workWhile picking it up she did tell me that I will not be charged since they did not fix the issueThat was probably the nicest thing this company did for meAgain I would like to reiterate that all that was wrong with my phone from the beginning was the screen was crackedWhen I picked my phone up on this day, not only was the screen not fixed but the screen wasn't even attached to the phone (I have pictures attached to show this), the device won't power on at all and from what they told me, "the power button won't work at all"Also the battery was bulging out of the phone and the back was halfway detachedSo not only did they not fix the initial issue, but they created more issues for it from when I brought it inAt my point of view the device almost seems to be beyond repairSo today, 9/9/I went to another cell phone repair shop about a mile down the road from this company called [redacted] ***One of the owners there looked over the deviceHe barely even pulled on the back of the phone and pulled it right offFrom what he showed me, there was a strip that had a connecter attached to it and the pins built in looked broken along with the strip being completely detached from the actual phone itselfHe also showed me the phone at a flat angleHe showed me how it was bulgingHe then proceeded to explain to me that what causes that is the battery is expandingSo the original battery, that worked fine when I brought it in, they claimed they had to replace, they replaced it with either A: another "bad" battery or B: they messed up another battery and decided to just put it in my phone and not worry about telling me about thatThe device I have is called the Moto X 2nd generationIt was released around the end of summer of Yes that was ALMOST a year agoSo its not the newest device outBut yet they repair iPhone which came out in September 2012, iPhone 5s which came out in September Both are older than my phoneAnd yes they both are more popular than my phoneBut before you go saying I have a old phone, do some researchI work in the mobile phone industry myselfI know that you CAN NOT get "certified" in Cell Phone Repair as you claimThere is no "School" you can goto to get actually trained in cell phone repairYou have the ability to go and get IT degrees and know about what you're working onBut don't lie saying you're certified when theres no way to do that and definitely don't lie saying you're the only repair shop able to do this kind of work when theres more than shops with a mile radius of your store.I dropped my phone off with [redacted] todayThe owner said he's going to look into what he can possible do to repair the phone, if possible at all, and give me a response tomorrow (9/10/15)If my phone is beyond repair or is going to cost more than what the phone is worth to repair it, I believe with the damage Roanoke Phone Repair Shop has done, they should replace my phone all together Regards, [redacted]

I waited to respond as I was trying to work something out with the client first, unfortunately she will not agreed to come to shop We have been as polite as we can, even dealing with her cussing at us Since she will not come by to solve issue, I am we are now responding.First
off, when we repair broken screens, most likely the phones have incurred some sort of damage, that is why the screen is broke, so we cannot be held liable for what other issues that may have occurred prior to them bringing the phone in When repairing the screen on a phone, we do not even touch the motherboard In regard to having another repair shop stating that the phone was damaged when repaired, there is no way another repair person could ever tell whether the damage was caused by repair, or caused by damaged occurred prior to bringing the phone in, so them saying that is just a competitor trying to discredit us The customer even stated the screen was broken because the phone was thrown and hit the floor.As to the white phone, we repaired the phone, and it was working fine when she left the store and she was fine with it, so not sure what she is talking about as she never brought the white phone back in As to the black phone, we did have problem with getting the right part in, so instead of just telling her we had not gotten the correct screen, we put on a white screen, and it was working She came back and stated it was not working correctly, we replaced the screen with another one, it was doing the same problem We tried the screens on other phones and the screens worked fine, so obliviously it was a non screen issue (again, we only replaced the screen, we did not touch the motherboard) We asked the customer if they want us to give her the money back She knew the phone was not working when she left, and did not want her money back Now days later, she goes to another shop During this time anything could have happen to the phone, if there was a real complaint she should have come back to us, or complain to the Revdex.com the day she left the store Again, the white phone was working when she left the store, the black phone was not working when we left, she knew it, was not caused by any repair work we did, and she did not want her money back We even fixed her boyfriend's phone at no charge just to show our interest in her problem.In addition, when she dropped off the phone she signed a waiver which states, "When servicing damaged devices, until device is opened and inspected, sometime additional damages may be detected, or a unit that was working, even though damaged, may stop working"We are still willing to see what is wrong with the black phone (the white phone is never a problem, if is is not working now, days later, numerous things could have happened), even though when she left she stated she was shipping the phone back to US Cellular We would request that if she comes back in that she respects our employees as the last time she was in she was belligerent and even threaten my employee

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
They NEVER offered my money back Too me and he knew something was wrong with the black and he was told something was also wrong with the white phoneThe owner offered to replace charger port cover on my Husband phone for free because of the way his employer was acting And I'll want my phones repaired by samsung manufacturer the price to be paided by the roanoke cell phone repair
I've already had this much problems I want the manufacturer to repair and as far as the employee I did get a attitude back after she keep it with meThis is the last chance I am going to see if Revdex.com can resolve this issue with these phone before I take legal action I was treated very unfair with the service of these phones being fixed properly

I would like to set straight the events regarding Mr***'s experience with our business It is true that Mr*** dropped off a phone to have repaired When repairing cell phones, sometimes the extent of the damage is not known until the phone is taken apart When Mr***
left he signed our agreement which clearly states "When servicing damaged devices, until device is open and inspected sometimes additional damage may be detected...."This is an old phone so we needed to order special parts When repairing a cell phone, just like a car, sometimes you have to changed parts to figured out what is actually wrong Since this phone is not parts we would stock we had to keep ordering parts trying new ones One item Mr*** left off was that we loan him a phone to use while his was being repaired which is unusual.After trying many different parts we finally determined the phone was broke beyond repair and called him to pick up I do want to make it perfectly clear, Mr*** was NOT CHARGE ANYTHING, HE PAID US NOTHING It is unfortunate that if took longer than expected, but unless we had ordered every part possible initially and charged him for these parts, we repair based on our knowledge of repair Had he had a newer or more popular phone, we may have had the parts in stock.By the way, our technician is one of the only school trained certified technicians in the area.I see no reason to refund him since we received no money from him

There were two or more people who witnessed these transactions and her comments We will not pay for someone else to fix a phone we did not break The customer brought in a broke phone that could have had multiple problems with the phone due to her own admission that the phone had been thrown When the screen was fixed, which we have done this service 100s of times for others without incident, it was known the phone was not working If the customer wants the screen fixed we replace the screen, but will not pay to have a part fixed that we did not break. Additionally, we will only fix the screen if the customer agrees to control her temper and not threaten, or cuss at our employees

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I stopped by on 9/4/to pick up my phoneWhen I arrived to pick it up, the receptionist confronted me about the complaint I had filed with the Revdex.comShe was telling me how it offended her and her managerAs I was explaining myself and why I was so upset, she continued to get rude towards me about the whole situationShe had brought up how in my previous complaint, I had said that they had already taken the dollars from meI re-read the complaint I posted and no where in the complaint do I clearly say they had already charged meI had said Ill be paying them dollars for the workWhile picking it up she did tell me that I will not be charged since they did not fix the issueThat was probably the nicest thing this company did for meAgain I would like to reiterate that all that was wrong with my phone from the beginning was the screen was crackedWhen I picked my phone up on this day, not only was the screen not fixed but the screen wasn't even attached to the phone (I have pictures attached to show this), the device won't power on at all and from what they told me, "the power button won't work at all"Also the battery was bulging out of the phone and the back was halfway detachedSo not only did they not fix the initial issue, but they created more issues for it from when I brought it inAt my point of view the device almost seems to be beyond repair. So today, 9/9/I went to another cell phone repair shop about a mile down the road from this company called *** *** ***One of the owners there looked over the deviceHe barely even pulled on the back of the phone and pulled it right offFrom what he showed me, there was a strip that had a connecter attached to it and the pins built in looked broken along with the strip being completely detached from the actual phone itselfHe also showed me the phone at a flat angleHe showed me how it was bulgingHe then proceeded to explain to me that what causes that is the battery is expandingSo the original battery, that worked fine when I brought it in, they claimed they had to replace, they replaced it with either A: another "bad" battery or B: they messed up another battery and decided to just put it in my phone and not worry about telling me about that. The device I have is called the Moto X 2nd generationIt was released around the end of summer of Yes that was ALMOST a year agoSo its not the newest device outBut yet they repair iPhone which came out in September 2012, iPhone 5s which came out in September Both are older than my phoneAnd yes they both are more popular than my phoneBut before you go saying I have a old phone, do some research. I work in the mobile phone industry myselfI know that you CAN NOT get "certified" in Cell Phone Repair as you claimThere is no "School" you can goto to get actually trained in cell phone repairYou have the ability to go and get IT degrees and know about what you're working onBut don't lie saying you're certified when theres no way to do that and definitely don't lie saying you're the only repair shop able to do this kind of work when theres more than shops with a mile radius of your store.I dropped my phone off with *** *** *** todayThe owner said he's going to look into what he can possible do to repair the phone, if possible at all, and give me a response tomorrow (9/10/15)If my phone is beyond repair or is going to cost more than what the phone is worth to repair it, I believe with the damage Roanoke Phone Repair Shop has done, they should replace my phone all together.
Regards,
*** ***