Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ The customer, [redacted] , came into our store on April 30, He presented a damaged [redacted] Tab with a broken LCD screen and the side casing near volume controls were damagedAfter a short period it was determined/diagnoses that the repair would be a new screen lcd/digitizerWe quoted the customer $after providing Mr [redacted] a discount from the original priceThe customer paid the entire amount for the repair, $88.19, even though we only require 1/payment to order the part which would have been $Most parts are ordered from the US when it comes to [redacted] products and some [redacted] parts however this part had to be ordered from China from one of our manufacturing plantsMany times the parts from Chins come in within two weeks after we order, some take much longer up to month some timesIt all depends how China ships the device, it also depends on shipmentsShipments with batteries take much longer to go through China and US CustomsThe customer called into the store last week asking about his repair and the statusCustomer Service notified Mr [redacted] that the part had not come inHe was not happy and Customer Service stated that they would check with Management about the status of the partWhen looked into the part was held up through Customs and would take more time to come inThe customer was not happy, stated that he did not want to go through the repair process and wanted a refund since no repair was completedCustomer Service stated that we could and would do so and would contact the owner of the store to get the refund for the customerThe customer did come into the store in Peoria times asking for the refund when the owner was not thereThe owner mailed the refund check to the customer on 6-2-for the entire amount $via USPSThe customer called the store again in Bloomington on 6-3-and talked to the GM [redacted] [redacted] apologized for the wait and for the inconvience and explained that the check was mailed the day before and should arrive to the address that the customer provides by Thursday or Friday via USPSThis case is closed by Gadgets when the check was mailed back to the customer
Initial Business Response /* (1000, 5, 2015/06/04) */
The customer, [redacted], came into our store on April 30, 2015. He presented a damaged [redacted] Tab 4 with a broken LCD screen and the side casing near volume controls were damaged. After a short period it was determined/diagnoses...
that the repair would be a new screen lcd/digitizer. We quoted the customer $88.19 after providing Mr. [redacted] a discount from the original price. The customer paid the entire amount for the repair, $88.19, even though we only require 1/2 payment to order the part which would have been $45. Most parts are ordered from the US when it comes to [redacted] products and some [redacted] parts however this part had to be ordered from China from one of our manufacturing plants. Many times the parts from Chins come in within two weeks after we order, some take much longer up to 1 month some times. It all depends how China ships the device, it also depends on shipments. Shipments with batteries take much longer to go through China and US Customs. The customer called into the store last week asking about his repair and the status. Customer Service notified Mr. [redacted] that the part had not come in. He was not happy and Customer Service stated that they would check with Management about the status of the part. When looked into the part was held up through Customs and would take more time to come in. The customer was not happy, stated that he did not want to go through the repair process and wanted a refund since no repair was completed. Customer Service stated that we could and would do so and would contact the owner of the store to get the refund for the customer. The customer did come into the store in Peoria 2 times asking for the refund when the owner was not there. The owner mailed the refund check to the customer on 6-2-15 for the entire amount $88.19 via USPS. The customer called the store again in Bloomington on 6-3-15 and talked to the GM [redacted] apologized for the wait and for the inconvience and explained that the check was mailed the day before and should arrive to the address that the customer provides by Thursday or Friday via USPS. This case is closed by Normal Gadgets when the check was mailed back to the customer.
Initial Business Response /* (1000, 5, 2016/06/02) */
Customer came in on 5/10, had a battery expanding, replaced the battery and had to replace screen too because the expanding battery broke the screen. After our repair in which she paid total $151.46 ($25 for new battery and $119.95 for new...
screen), Customer and Phone left store, everything working fine, tested by our lead technician and front staff as well in front of customer while she was in store. She brought the Phone back the next day with a flickering screen, offered to replace the screen for free. Both screens were unusable after repairs. Our lead tech looked again, appears to have issues with the board, no fix. On 5.25.16, Customer called wanting to speak with me, told her I would call her back, She showed up instead, interrupted customers and front staff, called us racist since we have numerous customers and told her told please wait so that I could talk to her. I then went out to talk to her, she said she called us discriminating, I told her we did not, that she just can't walk in and expect to immediately talk to me if we are swamped and asked why she did not wait for my call back. She has called numerous times and visited store, very pushy, she said I would not call her back, I told her that I would have. I went over the entire repair on her device that she came in on 5-10-16 with puffy battery defective and caused her screen to break, we replaced it and the battery, tested it and all was working, she left, came back next day with screen with lines on it - we opened it up and there has clear signs of liquid on the new screen that we had just put on the device the previous day, in order to make her happy we put another screen on it, took pictures, and tested, all was good, she picked it up, we did not see liquid damage on MotherBoard only the screen. She came back next day with same issues, Front staff told her that we would not give refund due to the fact that the phone left the store twice working fine then came back each time with our new screens broken. So when I spoke to her she was all over the board. She said that she did not initially charge it overnight to harm the battery, she told me that she did not have it plugged in however she told [redacted] from our Front Staff that she had the device plugged in overnight, she just flew back from China, worked as a journalist for the UN, contacted the Revdex.com in Peoria and they would come with her? to talk to us, acknowledges that phone left the store two times working fine but did not the next/third day, I showed her the picture Jacque took of the first screen we took off the next day and it shows liquid damage, we put another screen on anyway, tested and she left. It is clear that she is doing something with the devices, power surge, battery leaks or liquid damage. She said it was not about money but wanted a full credit. I told her no and the best I could do was refund by check $58.23. She accepted. I wrote the check handed it to her and the she again began to argue, I told her we had concluded the refund, she accepted it and the discussion was over. A customer came in and she again accused us of discrimination because she is Chinese, [redacted] told her we were not but she kept butting in on the new customer that had walked in. I called Bloomington Police to escort her out of the premise, she sat down and refused to leave. After about 10 minutes, after interrupting [redacted] several more times, she left. Bloomington Police arrived after she was gone and advised us to call them again if she showed up and write up a NO Trespassing Letter, send it certified to her or when she comes in again, call the Police and both present the No Trespassing letter to her. She is not allowed in the store and will be escorted out by Bloomington Police next time she comes to our store. There is not Apple store in Central Illinois, only Apple authorized companies that do not do repairs on phones, such as [redacted] Technologles or [redacted] Point. In order to have fixed her phone they would have to not only replace the battery, but replace the screen that was damaged when the battery expanded which cost much more than the amount she stated only for a battery change out. Batteries expanding are not too common and usually come from extreme cold, heat or water/liquid damage which then causes damage to the motherboard. Since we did not see any liquid damage on the motherboard but did see liquid damage on the brand new screen that we had just installed the previous day, we are not confident what the customer does with the device when not in our presence. Our policy is, for which the customer signed off and agreed to, is to collect initial non refundable $35 for diagnostic fees, then we charge additional if parts are needed. So in this case we added another $84.95 for the screen part and then needed to add $25 to cover the cost for the battery. There will be no more amount refunded to this customer who was rude, invasive and called discriminatory.
Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ The customer, [redacted] , came into our store on April 30, He presented a damaged [redacted] Tab with a broken LCD screen and the side casing near volume controls were damagedAfter a short period it was determined/diagnoses that the repair would be a new screen lcd/digitizerWe quoted the customer $after providing Mr [redacted] a discount from the original priceThe customer paid the entire amount for the repair, $88.19, even though we only require 1/payment to order the part which would have been $Most parts are ordered from the US when it comes to [redacted] products and some [redacted] parts however this part had to be ordered from China from one of our manufacturing plantsMany times the parts from Chins come in within two weeks after we order, some take much longer up to month some timesIt all depends how China ships the device, it also depends on shipmentsShipments with batteries take much longer to go through China and US CustomsThe customer called into the store last week asking about his repair and the statusCustomer Service notified Mr [redacted] that the part had not come inHe was not happy and Customer Service stated that they would check with Management about the status of the partWhen looked into the part was held up through Customs and would take more time to come inThe customer was not happy, stated that he did not want to go through the repair process and wanted a refund since no repair was completedCustomer Service stated that we could and would do so and would contact the owner of the store to get the refund for the customerThe customer did come into the store in Peoria times asking for the refund when the owner was not thereThe owner mailed the refund check to the customer on 6-2-for the entire amount $via USPSThe customer called the store again in Bloomington on 6-3-and talked to the GM [redacted] [redacted] apologized for the wait and for the inconvience and explained that the check was mailed the day before and should arrive to the address that the customer provides by Thursday or Friday via USPSThis case is closed by Gadgets when the check was mailed back to the customer
Initial Business Response /* (1000, 5, 2015/06/04) */
The customer, [redacted], came into our store on April 30, 2015. He presented a damaged [redacted] Tab 4 with a broken LCD screen and the side casing near volume controls were damaged. After a short period it was determined/diagnoses...
that the repair would be a new screen lcd/digitizer. We quoted the customer $88.19 after providing Mr. [redacted] a discount from the original price. The customer paid the entire amount for the repair, $88.19, even though we only require 1/2 payment to order the part which would have been $45. Most parts are ordered from the US when it comes to [redacted] products and some [redacted] parts however this part had to be ordered from China from one of our manufacturing plants. Many times the parts from Chins come in within two weeks after we order, some take much longer up to 1 month some times. It all depends how China ships the device, it also depends on shipments. Shipments with batteries take much longer to go through China and US Customs. The customer called into the store last week asking about his repair and the status. Customer Service notified Mr. [redacted] that the part had not come in. He was not happy and Customer Service stated that they would check with Management about the status of the part. When looked into the part was held up through Customs and would take more time to come in. The customer was not happy, stated that he did not want to go through the repair process and wanted a refund since no repair was completed. Customer Service stated that we could and would do so and would contact the owner of the store to get the refund for the customer. The customer did come into the store in Peoria 2 times asking for the refund when the owner was not there. The owner mailed the refund check to the customer on 6-2-15 for the entire amount $88.19 via USPS. The customer called the store again in Bloomington on 6-3-15 and talked to the GM [redacted] apologized for the wait and for the inconvience and explained that the check was mailed the day before and should arrive to the address that the customer provides by Thursday or Friday via USPS. This case is closed by Normal Gadgets when the check was mailed back to the customer.
Initial Business Response /* (1000, 5, 2016/06/02) */
Customer came in on 5/10, had a battery expanding, replaced the battery and had to replace screen too because the expanding battery broke the screen. After our repair in which she paid total $151.46 ($25 for new battery and $119.95 for new...
screen), Customer and Phone left store, everything working fine, tested by our lead technician and front staff as well in front of customer while she was in store. She brought the Phone back the next day with a flickering screen, offered to replace the screen for free. Both screens were unusable after repairs. Our lead tech looked again, appears to have issues with the board, no fix. On 5.25.16, Customer called wanting to speak with me, told her I would call her back, She showed up instead, interrupted customers and front staff, called us racist since we have numerous customers and told her told please wait so that I could talk to her. I then went out to talk to her, she said she called us discriminating, I told her we did not, that she just can't walk in and expect to immediately talk to me if we are swamped and asked why she did not wait for my call back. She has called numerous times and visited store, very pushy, she said I would not call her back, I told her that I would have. I went over the entire repair on her device that she came in on 5-10-16 with puffy battery defective and caused her screen to break, we replaced it and the battery, tested it and all was working, she left, came back next day with screen with lines on it - we opened it up and there has clear signs of liquid on the new screen that we had just put on the device the previous day, in order to make her happy we put another screen on it, took pictures, and tested, all was good, she picked it up, we did not see liquid damage on MotherBoard only the screen. She came back next day with same issues, Front staff told her that we would not give refund due to the fact that the phone left the store twice working fine then came back each time with our new screens broken. So when I spoke to her she was all over the board. She said that she did not initially charge it overnight to harm the battery, she told me that she did not have it plugged in however she told [redacted] from our Front Staff that she had the device plugged in overnight, she just flew back from China, worked as a journalist for the UN, contacted the Revdex.com in Peoria and they would come with her? to talk to us, acknowledges that phone left the store two times working fine but did not the next/third day, I showed her the picture Jacque took of the first screen we took off the next day and it shows liquid damage, we put another screen on anyway, tested and she left. It is clear that she is doing something with the devices, power surge, battery leaks or liquid damage. She said it was not about money but wanted a full credit. I told her no and the best I could do was refund by check $58.23. She accepted. I wrote the check handed it to her and the she again began to argue, I told her we had concluded the refund, she accepted it and the discussion was over. A customer came in and she again accused us of discrimination because she is Chinese, [redacted] told her we were not but she kept butting in on the new customer that had walked in. I called Bloomington Police to escort her out of the premise, she sat down and refused to leave. After about 10 minutes, after interrupting [redacted] several more times, she left. Bloomington Police arrived after she was gone and advised us to call them again if she showed up and write up a NO Trespassing Letter, send it certified to her or when she comes in again, call the Police and both present the No Trespassing letter to her. She is not allowed in the store and will be escorted out by Bloomington Police next time she comes to our store. There is not Apple store in Central Illinois, only Apple authorized companies that do not do repairs on phones, such as [redacted] Technologles or [redacted] Point. In order to have fixed her phone they would have to not only replace the battery, but replace the screen that was damaged when the battery expanded which cost much more than the amount she stated only for a battery change out. Batteries expanding are not too common and usually come from extreme cold, heat or water/liquid damage which then causes damage to the motherboard. Since we did not see any liquid damage on the motherboard but did see liquid damage on the brand new screen that we had just installed the previous day, we are not confident what the customer does with the device when not in our presence. Our policy is, for which the customer signed off and agreed to, is to collect initial non refundable $35 for diagnostic fees, then we charge additional if parts are needed. So in this case we added another $84.95 for the screen part and then needed to add $25 to cover the cost for the battery. There will be no more amount refunded to this customer who was rude, invasive and called discriminatory.