Mobile Rescue

This email is in response to Complaint ID: [redacted] This writer received a phone call on Monday, January 25th at approximately 10:15am from a customer inquiring about water damaged repairsThis writer explained to the customer that we, as a company, have fixed numerous water damaged devices but they are cases where the device is damaged beyond repairThis writer invited the customer to come in and that we would gladly look at the deviceAbout an hour later, Ms [redacted] walked in the doorShe explained that she was desperate for the device to work and would like to get the pictures as well as other information off the deviceShe went on to explain that the phone was advertised as a waterproof phone and was extremely dissatisfied that water was able to seep into the phoneThis writer explained that we would look at the device at some point during the day and give her a phone call with an explanation with what could be done to assist her with getting the necessary information off the deviceAfter inspecting the device, this writer saw rust and corrosion along the bottom portion of the phoneBased on the fact that the device still had a consistent red light blinking in the top left corner of the phone, this writer believed that a new screen would help Ms [redacted] get what she needed off the deviceThe battery still worked and the charge port still recognized a charge, which were both positive signs This writer contacted Ms[redacted] and left her a message with the findingsA male party walked in later on in the day and explained that Ms [redacted] asked him to come to the store to check on the deviceThis writer explained the situation and told him that the new screen would cost including tax, with half of that as the deposit due at the time of the orderThe male party explained that he was not spending that amount of money to help Ms[redacted] and explained that he would text her with an update on the situation The next morning, January 26th, Ms[redacted] walked into Mobile RescueThis writer showed her the water damaged phone and explained that there was a lot of rust and corrosion on the lower portion of the phoneThis writer explained in detailed that a new screen might work but we could not guarantee that everything else on the phone would work due to the extreme amount of rust and corrosionMs [redacted] mentioned that she desperately needed the information off the device and wanted this writer to order the screenAfter tax, the total for the deposit was $ Ms [redacted] came into Mobile Rescue again on January 27th, asking for a receipt for what the deposit she paid on January 26th but this writer was not in the store on that dayThe employee working in the store explained to Ms [redacted] that this writer would contact her on January 28thOn January 28th, this writer contacted her and explained that the first payment was recorded in our database and once the complete ticket was closed, a detailed receipt with the full amount paid would be issued by email or printed receiptMs [redacted] asked a few more questions about the process and the writer explained that if the screen does not, we would gladly refund her the money On February 1st, the screen arrived and this writer prioritized this repair over numerous other repairs that needed to get done that day, due to Ms [redacted] desperately needing the information off the phoneThis writer spent about an hour taking apart the device and dry tested the device before installing it(testing a device prior to applying glue or adhesive)Luckily a picture appeared on the device and the touch screen accepted the touch of the fingerThis writer plugged a charger in the device and the phone accepted the chargeEverything affiliated with the screen worked but this writer quickly realized that the brightness on the device was extremely lowIn many phones that are currently on the market, when the battery is low, the phone automatically dims the brightness to conserve the batteryThis writer allowed the phone to charge but after 15-minutes, the brightness did not improveThis was all done prior to applying glue or adhesive to the deviceThis writer then contacted Ms[redacted] by voicemail and explained in detail that the screen worked but the brightness functionality was impacted by the water damageThis writer went on to explain in the voicemail that we would install the screen within the next hour and if she had any questions, to call us back as soon as possibleAfter no returned phone call and waiting approximately two hours, this writer installed the device so it would be ready if Ms [redacted] decided to pick it up that eveningAt approximately 7:00pm, Ms[redacted] walked in the doorShe blatantly mentioned that she received my voicemail and recited exactly what was explained in the voicemailPrior to leaving the store, this writer showed Ms[redacted] her phone, which we do with every single customer so we, customer and Mobile Rescue, are on the same page on what works on the device and what does not to eliminate any discrepancy going forwardMs[redacted] asked if she could get what she needed off the phone and then return the screenThe writer politely explained that because the adhesive was applied to the device, the supplier would most likely not accept the return which is why this writer contacted the customer prior to applying the adhesiveThis writer further explained to Ms [redacted] that it would be in her best interest to try to extract the data off the phone as soon as possibleThis writer even offered to plug the phone into the store computer and assist her with processShe respectfully declined the offer and left the storeAbout minutes later, Ms [redacted] contacts the store to express with her dissatisfaction with the serviceThis writer explained that we did everything we could to help, covered all of our bases and remained communicative throughout the whole processMs [redacted] asked for her money back and this writer respectfully explained why she would not be receiving a refundShe became extremely irate and hung up this phone This writer received a review in our database the next morning and called Ms [redacted] immediatelyMs [redacted] did not pick up and this writer subsequently left a voicemail and asked her to please call the store as soon as possibleThis writer was willing/is willing to assist Ms [redacted] with her back light and brightness issueMs [redacted] then emailed one of the owners of the company and expressed that she received this writers recent voicemail but did not have a phone to call us backThis writer was confused as to how she could have received this voicemail if her phone as not workingThis writer has not heard from Ms [redacted] since 2/ As a company, we have repaired thousands of devices (phones, computers, repairs) and we have gone to great lengths to assist our community in the ever changing age of technologyWe take complaints like these extremely seriously and we use our database to keep track of everything we do on every customers device, to efficiently remain communicative and to avoid situations like theseWe recognize that we live in a time where people are extremely dependent on their phones, tablets and computers and we take every repair seriously Ms***, we would gladly like to meet with you to discuss what we can do to help youMrs***, please let us know what we can do to get this situation taking care of in a fair and respectful manor Sincerely, [redacted] Operator of Mobile Rescue-Mill Plain [redacted]

This email is in response to Complaint ID: ***This writer received a phone call on Monday, January 25th at approximately 10:15am from a customer inquiring about water damaged repairsThis writer explained to the customer that we, as a company, have fixed numerous water damaged devices but
they are cases where the device is damaged beyond repairThis writer invited the customer to come in and that we would gladly look at the deviceAbout an hour later, Ms*** walked in the doorShe explained that she was desperate for the device to work and would like to get the pictures as well as other information off the deviceShe went on to explain that the phone was advertised as a waterproof phone and was extremely dissatisfied that water was able to seep into the phoneThis writer explained that we would look at the device at some point during the day and give her a phone call with an explanation with what could be done to assist her with getting the necessary information off the deviceAfter inspecting the device, this writer saw rust and corrosion along the bottom portion of the phoneBased on the fact that the device still had a consistent red light blinking in the top left corner of the phone, this writer believed that a new screen would help Ms*** get what she needed off the deviceThe battery still worked and the charge port still recognized a charge, which were both positive signsThis writer contacted Ms.*** and left her a message with the findingsA male party walked in later on in the day and explained that Ms*** asked him to come to the store to check on the deviceThis writer explained the situation and told him that the new screen would cost including tax, with half of that as the deposit due at the time of the orderThe male party explained that he was not spending that amount of money to help Ms.*** and explained that he would text her with an update on the situationThe next morning, January 26th, Ms.*** walked into Mobile RescueThis writer showed her the water damaged phone and explained that there was a lot of rust and corrosion on the lower portion of the phoneThis writer explained in detailed that a new screen might work but we could not guarantee that everything else on the phone would work due to the extreme amount of rust and corrosionMs*** mentioned that she desperately needed the information off the device and wanted this writer to order the screenAfter tax, the total for the deposit was $Ms*** came into Mobile Rescue again on January 27th, asking for a receipt for what the deposit she paid on January 26th but this writer was not in the store on that dayThe employee working in the store explained to Ms*** that this writer would contact her on January 28thOn January 28th, this writer contacted her and explained that the first payment was recorded in our database and once the complete ticket was closed, a detailed receipt with the full amount paid would be issued by email or printed receiptMs*** asked a few more questions about the process and the writer explained that if the screen does not, we would gladly refund her the moneyOn February 1st, the screen arrived and this writer prioritized this repair over numerous other repairs that needed to get done that day, due to Ms*** desperately needing the information off the phoneThis writer spent about an hour taking apart the device and dry tested the device before installing it(testing a device prior to applying glue or adhesive)Luckily a picture appeared on the device and the touch screen accepted the touch of the fingerThis writer plugged a charger in the device and the phone accepted the chargeEverything affiliated with the screen worked but this writer quickly realized that the brightness on the device was extremely lowIn many phones that are currently on the market, when the battery is low, the phone automatically dims the brightness to conserve the batteryThis writer allowed the phone to charge but after 15-minutes, the brightness did not improveThis was all done prior to applying glue or adhesive to the deviceThis writer then contacted Ms.*** by voicemail and explained in detail that the screen worked but the brightness functionality was impacted by the water damageThis writer went on to explain in the voicemail that we would install the screen within the next hour and if she had any questions, to call us back as soon as possibleAfter no returned phone call and waiting approximately two hours, this writer installed the device so it would be ready if Ms*** decided to pick it up that eveningAt approximately 7:00pm, Ms.*** walked in the doorShe blatantly mentioned that she received my voicemail and recited exactly what was explained in the voicemailPrior to leaving the store, this writer showed Ms.*** her phone, which we do with every single customer so we, customer and Mobile Rescue, are on the same page on what works on the device and what does not to eliminate any discrepancy going forwardMs.*** asked if she could get what she needed off the phone and then return the screenThe writer politely explained that because the adhesive was applied to the device, the supplier would most likely not accept the return which is why this writer contacted the customer prior to applying the adhesiveThis writer further explained to Ms*** that it would be in her best interest to try to extract the data off the phone as soon as possibleThis writer even offered to plug the phone into the store computer and assist her with processShe respectfully declined the offer and left the storeAbout minutes later, Ms*** contacts the store to express with her dissatisfaction with the serviceThis writer explained that we did everything we could to help, covered all of our bases and remained communicative throughout the whole processMs*** asked for her money back and this writer respectfully explained why she would not be receiving a refundShe became extremely irate and hung up this phoneThis writer received a review in our database the next morning and called Ms*** immediatelyMs*** did not pick up and this writer subsequently left a voicemail and asked her to please call the store as soon as possibleThis writer was willing/is willing to assist Ms*** with her back light and brightness issueMs*** then emailed one of the owners of the company and expressed that she received this writers recent voicemail but did not have a phone to call us backThis writer was confused as to how she could have received this voicemail if her phone as not workingThis writer has not heard from Ms*** since 2/As a company, we have repaired thousands of devices (phones, computers, repairs) and we have gone to great lengths to assist our community in the ever changing age of technologyWe take complaints like these extremely seriously and we use our database to keep track of everything we do on every customers device, to efficiently remain communicative and to avoid situations like theseWe recognize that we live in a time where people are extremely dependent on their phones, tablets and computers and we take every repair seriouslyMs***, we would gladly like to meet with you to discuss what we can do to help youMrs***, please let us know what we can do to get this situation taking care of in a fair and respectful manorSincerely, ** *** Operator of Mobile Rescue-Mill Plain 2***

This email is in response to Complaint ID: *** This writer received a phone call on Monday, January 25th at approximately 10:15am from a customer inquiring about water damaged repairsThis writer explained to the customer that we, as a company, have fixed numerous water damaged devices but
they are cases where the device is damaged beyond repairThis writer invited the customer to come in and that we would gladly look at the deviceAbout an hour later, Ms*** walked in the doorShe explained that she was desperate for the device to work and would like to get the pictures as well as other information off the deviceShe went on to explain that the phone was advertised as a waterproof phone and was extremely dissatisfied that water was able to seep into the phoneThis writer explained that we would look at the device at some point during the day and give her a phone call with an explanation with what could be done to assist her with getting the necessary information off the deviceAfter inspecting the device, this writer saw rust and corrosion along the bottom portion of the phoneBased on the fact that the device still had a consistent red light blinking in the top left corner of the phone, this writer believed that a new screen would help Ms*** get what she needed off the deviceThe battery still worked and the charge port still recognized a charge, which were both positive signs This writer contacted Ms.*** and left her a message with the findingsA male party walked in later on in the day and explained that Ms*** asked him to come to the store to check on the deviceThis writer explained the situation and told him that the new screen would cost including tax, with half of that as the deposit due at the time of the orderThe male party explained that he was not spending that amount of money to help Ms.*** and explained that he would text her with an update on the situation The next morning, January 26th, Ms.*** walked into Mobile RescueThis writer showed her the water damaged phone and explained that there was a lot of rust and corrosion on the lower portion of the phoneThis writer explained in detailed that a new screen might work but we could not guarantee that everything else on the phone would work due to the extreme amount of rust and corrosionMs*** mentioned that she desperately needed the information off the device and wanted this writer to order the screenAfter tax, the total for the deposit was $ Ms*** came into Mobile Rescue again on January 27th, asking for a receipt for what the deposit she paid on January 26th but this writer was not in the store on that dayThe employee working in the store explained to Ms*** that this writer would contact her on January 28thOn January 28th, this writer contacted her and explained that the first payment was recorded in our database and once the complete ticket was closed, a detailed receipt with the full amount paid would be issued by email or printed receiptMs*** asked a few more questions about the process and the writer explained that if the screen does not, we would gladly refund her the money On February 1st, the screen arrived and this writer prioritized this repair over numerous other repairs that needed to get done that day, due to Ms*** desperately needing the information off the phoneThis writer spent about an hour taking apart the device and dry tested the device before installing it(testing a device prior to applying glue or adhesive)Luckily a picture appeared on the device and the touch screen accepted the touch of the fingerThis writer plugged a charger in the device and the phone accepted the chargeEverything affiliated with the screen worked but this writer quickly realized that the brightness on the device was extremely lowIn many phones that are currently on the market, when the battery is low, the phone automatically dims the brightness to conserve the batteryThis writer allowed the phone to charge but after 15-minutes, the brightness did not improveThis was all done prior to applying glue or adhesive to the deviceThis writer then contacted Ms.*** by voicemail and explained in detail that the screen worked but the brightness functionality was impacted by the water damageThis writer went on to explain in the voicemail that we would install the screen within the next hour and if she had any questions, to call us back as soon as possibleAfter no returned phone call and waiting approximately two hours, this writer installed the device so it would be ready if Ms*** decided to pick it up that eveningAt approximately 7:00pm, Ms.*** walked in the doorShe blatantly mentioned that she received my voicemail and recited exactly what was explained in the voicemailPrior to leaving the store, this writer showed Ms.*** her phone, which we do with every single customer so we, customer and Mobile Rescue, are on the same page on what works on the device and what does not to eliminate any discrepancy going forwardMs.*** asked if she could get what she needed off the phone and then return the screenThe writer politely explained that because the adhesive was applied to the device, the supplier would most likely not accept the return which is why this writer contacted the customer prior to applying the adhesiveThis writer further explained to Ms*** that it would be in her best interest to try to extract the data off the phone as soon as possibleThis writer even offered to plug the phone into the store computer and assist her with processShe respectfully declined the offer and left the storeAbout minutes later, Ms*** contacts the store to express with her dissatisfaction with the serviceThis writer explained that we did everything we could to help, covered all of our bases and remained communicative throughout the whole processMs*** asked for her money back and this writer respectfully explained why she would not be receiving a refundShe became extremely irate and hung up this phone This writer received a review in our database the next morning and called Ms*** immediatelyMs*** did not pick up and this writer subsequently left a voicemail and asked her to please call the store as soon as possibleThis writer was willing/is willing to assist Ms*** with her back light and brightness issueMs*** then emailed one of the owners of the company and expressed that she received this writers recent voicemail but did not have a phone to call us backThis writer was confused as to how she could have received this voicemail if her phone as not workingThis writer has not heard from Ms*** since 2/ As a company, we have repaired thousands of devices (phones, computers, repairs) and we have gone to great lengths to assist our community in the ever changing age of technologyWe take complaints like these extremely seriously and we use our database to keep track of everything we do on every customers device, to efficiently remain communicative and to avoid situations like theseWe recognize that we live in a time where people are extremely dependent on their phones, tablets and computers and we take every repair seriously Ms***, we would gladly like to meet with you to discuss what we can do to help youMrs***, please let us know what we can do to get this situation taking care of in a fair and respectful manor Sincerely, ** *** Operator of Mobile Rescue-Mill Plain 2***

This email is in response to Complaint ID: [redacted]. This writer received a phone call on Monday, January 25th at approximately 10:15am from a customer inquiring about water damaged repairs. This writer explained to the customer that we, as a company, have fixed numerous water...

damaged devices but they are cases where the device is damaged beyond repair. This writer invited the customer to come in and that we would gladly look at the device. About an hour later, Ms. [redacted] walked in the door. She explained that she was desperate for the device to work and would like to get the pictures as well as other information off the device. She went on to explain that the phone was advertised as a waterproof phone and was extremely dissatisfied that water was able to seep into the phone. This writer explained that we would look at the device at some point during the day and give her a phone call with an explanation with what could be done to assist her with getting the necessary information off the device. After inspecting the device, this writer saw rust and corrosion along the bottom portion of the phone. Based on the fact that the device still had a consistent red light blinking in the top left corner of the phone, this writer believed that a new screen would help Ms. [redacted] get what she needed off the device. The battery still worked and the charge port still recognized a charge, which were both positive signs. This writer contacted Ms.[redacted] and left her a message with the findings. A male party walked in later on in the day and explained that Ms. [redacted] asked him to come to the store to check on the device. This writer explained the situation and told him that the new screen would cost 149.99 including tax, with half of that as the deposit due at the time of the order. The male party explained that he was not spending that amount of money to help Ms.[redacted] and explained that he would text her with an update on the situation. The next morning, January 26th, Ms.[redacted] walked into Mobile Rescue. This writer showed her the water damaged phone and explained that there was a lot of rust and corrosion on the lower portion of the phone. This writer explained in detailed that a new screen might work but we could not guarantee that everything else on the phone would work due to the extreme amount of rust and corrosion. Ms. [redacted] mentioned that she desperately needed the information off the device and wanted this writer to order the screen. After tax, the total for the deposit was $79.75. Ms. [redacted] came into Mobile Rescue again on January 27th, asking for a receipt for what the deposit she paid on January 26th but this writer was not in the store on that day. The employee working in the store explained to Ms. [redacted] that this writer would contact her on January 28th. On January 28th, this writer contacted her and explained that the first payment was recorded in our database and once the complete ticket was closed, a detailed receipt with the full amount paid would be issued by email or printed receipt. Ms. [redacted] asked a few more questions about the process and the writer explained that if the screen does not, we would gladly refund her the money. On February 1st, the screen arrived and this writer prioritized this repair over numerous other repairs that needed to get done that day, due to Ms. [redacted] desperately needing the information off the phone. This writer spent about an hour taking apart the device and dry tested the device before installing it(testing a device prior to applying glue or adhesive). Luckily a picture appeared on the device and the touch screen accepted the touch of the finger. This writer plugged a charger in the device and the phone accepted the charge. Everything affiliated with the screen worked but this writer quickly realized that the brightness on the device was extremely low. In many phones that are currently on the market, when the battery is low, the phone automatically dims the brightness to conserve the battery. This writer allowed the phone to charge but after 15-20 minutes, the brightness did not improve. This was all done prior to applying glue or adhesive to the device. This writer then contacted Ms.[redacted] by voicemail and explained in detail that the screen worked but the brightness functionality was impacted by the water damage. This writer went on to explain in the voicemail that we would install the screen within the next hour and if she had any questions, to call us back as soon as possible. After no returned phone call and waiting approximately two hours, this writer installed the device so it would be ready if Ms. [redacted] decided to pick it up that evening. At approximately 7:00pm, Ms.[redacted] walked in the door. She blatantly mentioned that she received my voicemail and recited exactly what was explained in the voicemail. Prior to leaving the store, this writer showed Ms.[redacted] her phone, which we do with every single customer so we, customer and Mobile Rescue, are on the same page on what works on the device and what does not to eliminate any discrepancy going forward. Ms.[redacted] asked if she could get what she needed off the phone and then return the screen. The writer politely explained that because the adhesive was applied to the device, the supplier would most likely not accept the return which is why this writer contacted the customer prior to applying the adhesive. This writer further explained to Ms. [redacted] that it would be in her best interest to try to extract the data off the phone as soon as possible. This writer even offered to plug the phone into the store computer and assist her with process. She respectfully declined the offer and left the store. About 20 minutes later, Ms. [redacted] contacts the store to express with her dissatisfaction with the service. This writer explained that we did everything we could to help, covered all of our bases and remained communicative throughout the whole process. Ms. [redacted] asked for her money back and this writer respectfully explained why she would not be receiving a refund. She became extremely irate and hung up this phone. This writer received a review in our database the next morning and called Ms. [redacted] immediately. Ms. [redacted] did not pick up and this writer subsequently left a voicemail and asked her to please call the store as soon as possible. This writer was willing/is willing to assist Ms. [redacted] with her back light and brightness issue. Ms. [redacted] then emailed one of the owners of the company and expressed that she received this writers recent voicemail but did not have a phone to call us back. This writer was confused as to how she could have received this voicemail if her phone as not working. This writer has not heard from Ms. [redacted] since 2/1. As a company, we have repaired thousands of devices (phones, computers, repairs) and we have gone to great lengths to assist our community in the ever changing age of technology. We take complaints like these extremely seriously and we use our database to keep track of everything we do on every customers device, to efficiently remain communicative and to avoid situations like these. We recognize that we live in a time where people are extremely dependent on their phones, tablets and computers and we take every repair seriously. Ms. [redacted], we would gladly like to meet with you to discuss what we can do to help you. Mrs. [redacted], please let us know what we can do to get this situation taking care of in a fair and respectful manor. Sincerely, [redacted] Operator of Mobile Rescue-Mill Plain2[redacted]