Palmetto Home Services

Hi, the District Manager will be contacting the customer in hopes of resolving this issue with the customer

Issue has been resolved with customer

Palmetto Home services lived up to it's name and went the extra mile to make sure we where happy

Customer brought in an *** * ***, with a broken screenWe quoted him $at first and then we did a price match upon his request for $for the screen repairWe quoted the customer, checkthe device but did not charge him yetLike we always do, we charge customers upon the
completion of the repair, during check-out.After replacing his broken screen on his phone, we noticed that the Home Button was not working properlyConsidering that the Home Button was working during our cheprocess, we took all the responsibility.The complicated part is; even If we replace the Home Button at no charge, the button will not function unless *** performs some sort of a calibration on the new partThis is a new policy from *** that they started doing this with the new *** * & *** * Plus models.The good news is; this phone, like any other *** *, is still under warranty by *** fixes Home Button problems for free, under warranty as long as there are no additional problems. We have informed the customer about the problem and offered him alternative solutionsWe installed his own broken screen back to the phoneWe told him if he goes to *** to get his broken screen fixed, *** will fix the Home Button for free and they will only charge him for the screen repairWe told him that he can do this himself, which is faster and betterOr, we can do this on-his-behalf, which might take longer.Customer wanted us, to do this on his behalfWhich we agreedHe provided his *** information to us, just in case it might have been asked while we perform this repair through ***. We also provided him a loaner phone to use in the meanwhileThis is where things get interestingThe loaner phone we provided was another *** *, used but in mint conditionIt was black versus customer’s own white phoneAnd the loaner phone was a model with GB capacity versus customer’s own GB capacity phoneGB capacity *** * has a lot more market value than what the customer owns.We also installed a Tempered Glass (Glass Screen Protector) which has a market value of $on the loaner phoneWe also installed an *** Commuter case, which has a market value of $50.00, on this loaner phoneWe just didn’t want the customer to scratch or break the screen on the loaner phone while he would be using it temporarily. The day after we visited *** Store with customer’s phoneLike we and customer was expected, the *** information has been asked by *** employees and we providedAfter inspecting the *** *, *** Store decided to replace the phone rather than fixing itWe have been informed that we would be only charged for the broken screen but we will be provided a replacement, a Brand New phone for no additional costOf course we covered the screen replacement cost ourselves here.Once we have the replacement phone, we started to call and inform customerWe never managed to get a hold on to himWe called customer several times in the following couple of daysEach time we made sure to leave messages on his Voice MailHe never returned our calls, he never answered our callsHe never contacted us back.After trying to reach him hard for a couple of days, the only communication we can make with him was through text messages, through a different phone number !!We reminded him that his replacement phone was ready for pickupThe loaner phone we gave him is a temporary solutionThe activation will expire and it will be blacklisted if he doesn’t come to pick up his own new phone soonCustomer asked us how much he will be charged and we told him that he will be charged $for the screen repair, just like what he was quoted initiallyWe quoted customer $for screen repair on his initial visit but we didn’t charge him yet. This is when the customer started to act strangeFirst he refused any sort of paymentHe claimed that we were charging him for something we brokeWe did not broke his screen, he came into the store with a broken screen and we fixed this problem by getting him a brand new replacement through ***.Then customer offered us to pay $50.00, which we declinedThen he started a smear campaign about usHarassing us through text messagesThreatening us with muddying our name and brandWild accusations which doesn’t have a leg to stand onAt that point we told him that we won’t be participating any further text messagesAny further communication needs to be done in our store, face to face.We really don’t need to answer these wild accusationsHe claims we invaded his privacy, which we never didHe provided his *** information himselfAfter all, he has been offered the option to take the phone to *** himself and perform this repair/replacement himself but he wanted us to do it on his behalf, which we did.Customer says we are not *** Authorized *** Service ProviderWe never told him that we are and there is nothing that remotely indicates that we are in our shop, nor in our advertisementsNot anywhere.Actually, what is going on here is very clearCustomer got our loaner phone which is much better than his own phone that he dropped for repairThe loaner phone he got has GB storage capacity compared to his own GB oneThe loaner phone has $worth accessories on it (the screen protector and the case)The loaner phone didn’t have a broken screen versus customer’s broken screenCustomer had to pay for his screen fixed, one way or anotherHe never planned to come back to pick up his own phoneHe never planned to bring our loaner phone backThat’s why we couldn’t reach him a couple of days, until we texted him from a different number.When we informed him that the loaner phone will not last long, it will expire and will be blacklisted if it doesn’t return to us, that is the first time customer contacted back to us and he stated that he won’t be paying $for his screen repairThen he offered $which we refusedThen he started this wild accusations and the smear campaign.We are a company with more than locations all over the States and CanadaWe have proved our high quality service and customer satisfaction standards long agoWe will not let customers with ill intent to abuse thisIf we cannot resolve this issue with the customer very soon, we will ask our lawyers to step inIf our loaner phone is not returned to us soon, we will consider it stolen and we are considering to press larceny charges against the customer

Hi, the District Manager will be contacting the customer in hopes of resolving this issue with the customer.