Out of Warranty, Inc.

Review: I sent Out of Warranty an old kindle to have a glitch repaired in the screen. Upon receiving my kindle Out of Warranty emailed me a quote and asked for approval before repairs were to begin. I took that day to consider the offer, and as I went to email my response found another email from Out of Warranty that they were beginning the repairs, despite the fact that I had not authorized the work. When I received the kindle back in the mail from Out of Warranty I immediately noticed that what started out as a partial glitch in the screen now covered the entire screen. I tried recharging it, and turning it off and on again in hopes of resetting. No luck. I contacted Out of Warranty, they responded quickly and asked me to ship them back the kindle and included a paid ups label. I sent the kindle back, and soon received the emailed response that repairs required on the kindle were not covered by warranty and they claimed the kindle was “newly” broken. As all I had done was open the package and charge the unit I know whatever “newly” acquired damage had taken place it was not while I had the kindle.Desired Settlement: I would like others to know that this company has not followed through with our agreement and they do not in fact repair damage, but rather create it. Also I would like a full refund of the all of the charges.

Business

Response:

Good Afternoon,

This Kindle was received in our facility on March [redacted] 2014. The technicians diagnosed this kindle with having a broken LCD. With approval of the customer we repaired this kindle for the cost of $95.00. We agreed to repair the Kindle for the cost of $60.00 as per a phone conversation with [redacted]. The customer contacted us back on April [redacted], and we agreed to look at the kindle again, even though it was past our 30 day warranty time frame. We sent a label on May [redacted] to cover the shipping costs back to our facility. The kindle was mailed back to us on May **, 2014 with a delivery date of May [redacted]. Once received the Kindle was given back to the technicians to be diagnosed. The Kindle was found to have a newly broken LCD screen. We contacted the customer on May [redacted] at 2:08pm and notified the customer that our warranty doesn't cover new damaged to the replaced part. We also informed the customer when we received the Kindle the backing was loose, showing signs of being dropped. We informed her we will repair the LCD screen again for the cost of $60, just as originally charged, even though its a discounted rate. The customer responded the next evening on May [redacted] at 6:46pm stating shes filing a Revdex.com complaint, since we wont repair the part for her for free.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The day I received my "repaired" kindle in the mail, was the same day our family left for vacation. I left the unopened box on my kitchen counter. When I returned, and opened the package I immediately noticed the damage described, broken LCD screen and loose back. This damage was there when I opened the package. Yes I was slow to address the problem, that part is correct. However I paid for a repair that I never received. I would like either a full refund or a fully repaired kindle.

I did not agree to the repair fee via phone the first time, that is absolutely false.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Morning,

We will be honoring the customers wishes and returning the kindle and providing a full refund per their request

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,