Mobile Remedies

Business supplied email: [redacted] @mobileremedies.com Use this address for this or any future complaints, but nothing else

The customer brought in two devices. His original phone that had a broken screen and another that he said he had purchased the day before. Models are N7100 for the phone he had just purchased and SGH-T889 for the one with the broken screen. The N7100 that he had purchased the day before wasn't...

giving him proper reception and for that reason, he wanted the screen moved to the SGH-T889.
We explained to him that the screens were most likely not compatible between the two phones though they were both called the Galaxy Note 2 because the phones were from different service providers. The reason we agreed to try this option first is that it would have been cheaper for the customer this way than us replacing his screen with a new part.
The customer also explained he tried to do this himself and that he couldn't get it to work.
After confirming the phones were not compatible, we contacted the customer and he agreed to have the screen replaced with a brand new part supplied by us.
He also requested we move over several parts from the N7100 that are compatible with the T889 which were the ear speaker, proximity sensor and headphone jack.
We completed this repair successfully and there are no issues with that device to our knowledge.
Once we put the N7100 back together however, part of the LCD was not working. After inspecting the LCD and its connecting cable and seeing no physical damage, we took the phone further apart and found several signs of corrosion and an area where there was some kind of solvent or oil that was still in a liquid state in the device.
We showed this to the customer and explained to him that because there was no physical damage to the device, the existing liquid damage was the most likely cause for the malfunction and was not therefore covered under our warranty or contract. We explained to him that liquid damage is unpredictable and issues like this can happen when a device has corrosion and is taken apart as effected traces on the main-board once moved no longer make a connection through the corrosion itself.
We offered to repair it for him at a much lower cost than his SGH-T889 to ensure he still had a good experience with us.
He asked us how he could be sure we had not caused the liquid damage and corrosion and we explained to him not only that purposefully degrading a customers phone would not be in our best interest at all but that corrosion can't be manufactured on a device because it takes time to build on electronics as the liquid evaporates and could not occur in the two hours or so that we had his phone.
He agreed with us at that point and decided he wanted us to hold on to the device so he could decide if he wanted us to fix it or if he was going to try to return it to whoever he purchased it from. He did not give the impression of being upset when he left at that point.
About an hour after him leaving, he called back yelling and threatening us, saying that if we didn't fix his device for free, he was going to purchase website domains with names similar to ours to slander us, try to sabotage our Search Engine Optimization listings on Google and sue us.
We explained calmly to him we would not respond to threats and he hung up. He called back several more times over the next few days harassing other employees with the same threats.
After several days of him doing this, I the manager, called him back and tried to explain to him that because of his behavior we didn't feel that we could do anything to make him happy at this point and asked for his address to mail back the phone left in our possession.
He told me again he was suing us and if we called him back that he would call the police.
To summarize, this is a device that he only had for one day before bringing it to us as it was already giving him problems and there is no physical damage to the device.
To use the customers analogy of a car, if you purchased a used car yesterday and took it to a mechanic the day after because it was giving you problems and they found other things wrong with it, it's unrealistic to blame the mechanic for problems you were not aware of.

Business supplied email: [redacted]@mobileremedies.com
Use this address for this or any future complaints, but nothing else