Initial Business Response /* (1000, 5, 2015/08/18) */
[redacted] first brought her ipad in for repair due to a shattered digitizer on March 12 2015 after installing the part we tested and everything was in good working order. On April 23 2015 Customer came back in with the ipad stating that there was a...
"air bubble" in between the digitizer and the LCD panel. We have never had a air bubble appear before but we checked it back in and were able to remove what was thought a air bubble by applying a small amount of heat to digitizer and clamping it down every member of our staff reviewed and checked the ipad to make sure it was working at 100% before giving back to customer. [redacted] came back in the next day and picked up Ipad. [redacted] then came back in on June 2nd 2015 saying there was still a issue with the bubble. Even though this was well outside the warranty of our work we checked it back in and replaced the digitizer with a new one and made sure there was no air bubble and again had every member of our staff review and test the ipad making sure our work was done perfectly. [redacted] then came and picked up ipad again. She then came back in on June 17th 2015 saying that the home button was broken and that there was another air bubble on her screen. We checked it back in and to make sure we would solve every issue we then replaced the LCD Panel along with the digitizer again at no extra charge to customer. After installing we again had every member of the staff verify the ipad was working perfectly. [redacted] then came back in on July 15th 2015 with a broken home button. The damage on the ipad was very clear that someone had pushed the button way too hard causing the glass around the button to break . We then fixed the ipad by installing a new digitizer and informed the customer that we would have to charge her as this was clearly no cause of our work. We feel we went above and beyond providing quality customer service for [redacted] and feel bad she is unhappy with our service. We strive to have a A+ Rating with the Revdex.com and hope we can come to an amicable solution.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because my home button did not have any issues before I brought it in to your store to be fixed. Sometime while my ipad was being worked on in your store, the ipad became loose and it resulted in me having to pay an extra hundred dollars. In your response you said that you informed me that I would be charged again, this is not correct information. If there was any question about what was expected, there should have been a phone call to me communicating what was going to be done and what was going to be charged. I had no idea about any of that when I came to pick up my ipad the last time. The error of the home button was done at your store. I have read a similar review about your business on google reviews about a damaged home button after being worked on. I also feel like the employees were irritated with me and all I was trying to do was give you the chance to correct the mistakes. If I were told that you were going to charge me for the last repair done I would have taken my ipad elsewhere to be fixed.
Final Business Response /* (4000, 9, 2015/08/25) */
Hello,
Due to the nature of how an iPad air is assembled, the Home button assembly is something that also gets replaced during a digitizer glass repair. The Home button assembly bracket is glued to the back of the digitizer glass and does not come loose during normal use. The parts we use for this repair all come with the home button assembly pre-installed and glued. (see attached image) The only way the Home button assembly can become loose is either with somewhat high heat to loosen the glue holding the bracket or significant force. In this case, we covered the cost all of the digitizer replacements except for the first and last. In the final case, there was evidence of user damage and was not covered by our warranty. The user damage included cracking of the glass near the hole for the home button requiring a new digitizer assembly (which included another new home button assembly).
We would be willing to offer a partial refund of our labor charge to at least cover the part if it helps resolve this issue.
Our service turn around time is currently delayed due to an influx of scam and virus clean ups. We are a locally owned business with a small staff. During the time this complaint was made, we had to temporarily close due to a family emergency. Customer was able to get computer during this time as we...
were able to have someone help out during our absence. Unfortunately the person helping out deleted the ticket instead of closing it so I cannot view any details on what was done to the computer before getting it to the customer. There was no charge issued for any work done.
Initial Business Response /* (1000, 5, 2015/08/18) */
[redacted] first brought her ipad in for repair due to a shattered digitizer on March 12 2015 after installing the part we tested and everything was in good working order. On April 23 2015 Customer came back in with the ipad stating that there was a...
"air bubble" in between the digitizer and the LCD panel. We have never had a air bubble appear before but we checked it back in and were able to remove what was thought a air bubble by applying a small amount of heat to digitizer and clamping it down every member of our staff reviewed and checked the ipad to make sure it was working at 100% before giving back to customer. [redacted] came back in the next day and picked up Ipad. [redacted] then came back in on June 2nd 2015 saying there was still a issue with the bubble. Even though this was well outside the warranty of our work we checked it back in and replaced the digitizer with a new one and made sure there was no air bubble and again had every member of our staff review and test the ipad making sure our work was done perfectly. [redacted] then came and picked up ipad again. She then came back in on June 17th 2015 saying that the home button was broken and that there was another air bubble on her screen. We checked it back in and to make sure we would solve every issue we then replaced the LCD Panel along with the digitizer again at no extra charge to customer. After installing we again had every member of the staff verify the ipad was working perfectly. [redacted] then came back in on July 15th 2015 with a broken home button. The damage on the ipad was very clear that someone had pushed the button way too hard causing the glass around the button to break . We then fixed the ipad by installing a new digitizer and informed the customer that we would have to charge her as this was clearly no cause of our work. We feel we went above and beyond providing quality customer service for [redacted] and feel bad she is unhappy with our service. We strive to have a A+ Rating with the Revdex.com and hope we can come to an amicable solution.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because my home button did not have any issues before I brought it in to your store to be fixed. Sometime while my ipad was being worked on in your store, the ipad became loose and it resulted in me having to pay an extra hundred dollars. In your response you said that you informed me that I would be charged again, this is not correct information. If there was any question about what was expected, there should have been a phone call to me communicating what was going to be done and what was going to be charged. I had no idea about any of that when I came to pick up my ipad the last time. The error of the home button was done at your store. I have read a similar review about your business on google reviews about a damaged home button after being worked on. I also feel like the employees were irritated with me and all I was trying to do was give you the chance to correct the mistakes. If I were told that you were going to charge me for the last repair done I would have taken my ipad elsewhere to be fixed.
Final Business Response /* (4000, 9, 2015/08/25) */
Hello,
Due to the nature of how an iPad air is assembled, the Home button assembly is something that also gets replaced during a digitizer glass repair. The Home button assembly bracket is glued to the back of the digitizer glass and does not come loose during normal use. The parts we use for this repair all come with the home button assembly pre-installed and glued. (see attached image) The only way the Home button assembly can become loose is either with somewhat high heat to loosen the glue holding the bracket or significant force. In this case, we covered the cost all of the digitizer replacements except for the first and last. In the final case, there was evidence of user damage and was not covered by our warranty. The user damage included cracking of the glass near the hole for the home button requiring a new digitizer assembly (which included another new home button assembly).
We would be willing to offer a partial refund of our labor charge to at least cover the part if it helps resolve this issue.
Our service turn around time is currently delayed due to an influx of scam and virus clean ups. We are a locally owned business with a small staff. During the time this complaint was made, we had to temporarily close due to a family emergency. Customer was able to get computer during this time as we...
were able to have someone help out during our absence. Unfortunately the person helping out deleted the ticket instead of closing it so I cannot view any details on what was done to the computer before getting it to the customer. There was no charge issued for any work done.