Pampered Chef

I have received the letter stating that I have had a customer contact you regarding a transaction that took place on 1/3/for [redacted] She did in fact have her significant other drop off her device to be repaired with usWhen the device was brought in, there was no image on the screen due to her dropping her deviceAt that point I had evaluated the device and determined that the LCD was damaged and needed to be replacedWe took the device in and repaired the screen with a full screen assemblyOnce a repair is completed the technicians fully test the deviceBeing the store manager, I spot check all the devices when I am here, to ensure that my technicians are on point and giving the best customer satisfaction possibleAll of my customers are given the opportunity to check over the device and test it prior to paying for the repairHer significant other had that option and he paid and left with the device in full working order with no damageThe following day he had come back into the store with the damaged deviceAt that time I reevaluated the device againThere was in fact additional damage done to the deviceI had my technician look at the screen under the microscope and determined that this additional damage was not related to the repairI then explained to the significant other what we had determinedHe left the store with the device to discuss with Kara on the phone what I had told himI called my owner asking if there was something that we could do to help them outMy owner then advised me that we always keep our prices the lowest in town and that our part price was $and that was what I could offer to the customerHer significant other had then returned into the store and I explained what I was able to doHe then asked me why part prices were so highI went into explaining to him how with the mass recall on the Samsung Note 7, the vendors have raised all part prices on Samsung brand parts, due to the fact that people are reverting back to fixing their old devicesI also explained that as time goes by the part prices will level back out and once they do we will be able to lower the price and I would honor thatAt that point I told him we could replace the screen for the $or I could give them a tempered glass for their device at no additional charge and if they wanted to wait to repair the device again for a later date so we could wait for part prices to go down.He then called her and let her know the options that I have given(The device yes had a crack in the lens but still fully functioned and with the tempered glass allowed for her to use the device without risking the lens to get worse.) They agreed to the tempered glass, I put that on for him and he left with the deviceOur invoices state that there is a day warranty on all repairs but does not cover additional damage to the deviceThere is also a place for the customer to initial stating they are aware and agreeOur goal is to provide the best customer service experience possibleIf this was something that was due to our fault, we would assume all responsibility and replace the screen at our expenseBut unfortunately this is not the case in this situationI visually inspected the device prior to him leaving with it and there was no damage to the screen in any wayI have attached a copy of the invoice from the repair for your viewingPlease feel free to contact me regarding any other question you may have Thanks, Misty [redacted] Fix My Cell Store Manager [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.After reading what the owner of Fix My Cell has written in his statement I am again extremely upset Not only is he now trying to represent himself as being polite, courteous, and positive after treating me, the customer, so rudely he is trying to make it seem I have changed my story several times I am going to through and dispute it on each issue.In his first paragraph he states that after he received my Facebook message and email that he assured me that as soon as the opened the next day they would look for the memory card This is incorrect I had my phone repaired on a Saturday He did indeed send me a private message on Facebook that evening after the business had closed, was very short and somewhat rude and said he would speak to the managerI didn't hear back from anyone until Monday morning when a male employee of the store called me After a very emotional conversation and being accused of several untruths I insisted a manager call me back immediately When the owner did call me back the first words out of his mouth that he supports his employees 100% and he believes them when they told him there wasn't a SIM card in my phone Next he writes that he questioned the employee himself and all they remembered a SIM card that was put back in my phone THIS IS INCORRECT There wasn't a SIM card in my phone....it was in my daughters old phone I was using while my phone was being repaired Next he states that the different times I was questioned about the device and what happened with it in the store that I changed my story every time That is a bold face lie In fact, every time I spoke with an employee or the owner THEY would confuse everything I would explain to them and I would have to repeat myself Next he states about the AT&T store This is what happened as I have explained it to the employee and the owner and never once changed the story I called AT&T about my phone not working They suggested I take it to the AT&T retail location that does repairs I personally took my phone in to have it looked at It never once left my site They checked it out and determined it wouldn't be covered under warranty That's it! I then decided to take it to Fix My Cell the next day Next he states that they covered every inch of the stores floor and work surfaces They might have done this only after I insisted and said that I was going to file a complaint with the Revdex.com and also file a police report He didn't even offer to do this initially because he kept insisting that the card was never in my phone to begin with Next he states that I put many negative comments on their Facebook page and he "remained positive" I did in fact post a comment in the section where customers are suppose to leave reviews...mine just happened to be a negative experience After I posted it several other people made comments His response to not only me but other potential customers was completely lacking any feeling or taking any responsibility As was pointed out by several people, it wasn't the monetary value of a memory card but the hundreds of pictures that can never be replaced The owner never even offered a replacement until a couple weeks later when another customer also went on the Facebook page to complain He then tried to make the offer of a replacement card but still insisted that I was wrong and they never had my card to begin with I am not sure what kind of resolution can be achieved from here since the owner still won't take responsibility and continues to try and make me, the customer, out to be the bad guy This is just bad business As long as this report is on file with the Revdex.com the next step for me will be to proceed in filing a police report I spoke with someone at the Avon Police Department after this all happened and they encouraged me to come in and file in case someone uses my children's pictures for an illegal purpose or other family images turn up on the internet without our knowledge or consentI will never use this business again and have never been treated so poorly He can try to be polite now that a report has been made but it's too little too late I think not only does he need to learn how to deal with customers if he wants to stay in business but his employees also need a training course on customer satisfaction Regards, [redacted] ***

The first couple times the phone broke my step-daughter dropped her phone...the last time she picked the phone up puf it in the pocket and it cracked and the screen completely shut off...you can barely see the newest crack Now I know they will say this is all her fault which im not saying she is too the main reason but I feel like their screens are cheap Ive had cell phones since the have come out and so has my mother and fiance and none of us have ever cracked a phone screen The original screen came with the phone the last two which only last around months fod the second screen and mins for this last screenIt takes fix a cell less than mins to put a new screen on which they charge in labor than charge another for a dollar part Which they have every right Ive just qusstion they screens breaking so quick for surd this last one only mins after she gets it back than they tell her they can do it again charge her another Oh and they said they would take dollars off for her troubles im not asking for them to do it for free, but if u have a customer that has been in for the same thing twice in less than months, spent dollarsWouldnt you think thats kind of strange They said when she left she put it in her back pocket which she did but she took it out before she got in her car...so walking about yards with it in a back pocket caused it too crack again...seems like cheap glass or something...maybe they got a bad banch?

I writing in response to a customer complaint filed to the Revdex.com. Customer came in for a repair on her cell phone. The charge port was broken and we repaired it. That evening after we closed I received a facebook message and email saying that we had
her memory card and was very concerned because all of her pictures were on it. I assured her that as soon as we opened the next business day we would look for her memory card and call her first thing. When we arrive the next morning and looked on our work station the memory card was no where to be found. Upon questioning the repair technician who did the repair he was sure there was never a memory card present. I questioned him myself and all he remembered was a sim card which was put back in the phone
We repair on average 15-devices daily between our two locations. Approximately half of those devices have removable memory cards. We understand the importance of personal pictures so therefore we have a precise method of handling sim cards and memory cards. Not once in the three and a half years have we lost even one memory card and this is the first complaint of this type we have every received
The client has accused us of "stealing" her memory card We simple don't have it and never didThe couple different times when she was questioned about the device and what happened with it the store manager let me know her story changed every time she talked about it. At one point she had told the store manager that she had taken to AT&T to see if they would warranty the device before she came by our location. It is possible that the AT&T might have removed the memory card without her knowledge and simple forgot to put it back. Another possibility is they could have not put it back in properly and it fell out. We covered every inch of the stores floor and work surfaces looking for her memory card. It is not at our location
She put many negative comments on our facebook page and I remained positive and tried to be helpful even though she called us liars and said we stole her card. I offered her a free replacement memory card which she rejected. I did apologize for her losing her precious photos but we couldn't produce something we never had. From here I am not sure what else we can do for her but I am willing to help in anyway necessary
--
David ***
Co-Owner
Southport 317-600-
Avon 317-600-

In response to the complaint about the droid ultra maxThis device came into our store on 12/23/in need of a new screen assembly, and left our store on 12/31/in good working
condition with no internal issuesThe bottom of every invoice for every customer states "Any new physical damage, including but not limited to scrapes, scratches, breaks and water damage are not covered under the day warranty." I will attach a copy of this invoice with Mr***'s initials as him accepting these conditionsWhen Mr *** returned with the device on 1/07/the screen was lifting and the lcd display was cracked, we took the device in to inspect it for manufacturing issues with the screen assembly (this screen came in the mid-housing from the manufacturer) that we installed in his deviceUpon opening the device there was obvious damage to the main board, components were missing and damaged, this would prevent this device from operating correctlyThis damage was not there when the repair was completed on 12/29/as it would have prevented the device from functioning properly, and again this device left our store in good working conditionThe new physical damage was not warrantied per our company policy that is printed at the bottom of every invoiceAfter discussing this situation with the owner these two possible solutions were offered to Mr *** on 01/08/This is the solution I would suggestWe remove our part leaving it without a screen in it and refund everything except a $bench fee and you go find a different solutionI would recommend buying a different device if you take this course of actionWe try and replace the screen one time under the warrantyIf we order a screen and test it on your device and the device is not
functioning properly we revert to option aboveIf the screen works we install it but after that there is no warranty because there is a good chance your device will fail somehow because of the board damageIf you go with this option I would suggest a caseWe received this response from Mr ***
Forwarded message ----
From: "*** ***"
Date: Jan 8, 11:PM
Subject: Re: YouTubeTo: "*** ***"
Cc:
Thanks for the reply!!! I
appreciate your timeThank you for your willingness to work this outYour right I've been a jerkI'll call PayPal and see what proof they can furni

Unfortunately we are unable to warranty a part that has been damaged. We have done thousands of repairs on the galaxy sand do not have these issues. The absolute best thing I can offer as a resolution to this situation is doing the repair again at plus tax
*** *** - General Manager
Fix My Cell - 317-600-E US Highway Ste Z
Avon Indiana
M-F 10:am - 7:pm
Sat 10:am - 6:pm%

The first couple times the phone broke my step-daughter dropped her phone...the last time she picked the phone up puf it in the pocket and it cracked and the screen completely shut off...you can barely see the newest crack.  Now I know they will say this is all her fault which im not saying she...

is too the main reason but I feel like their screens are cheap.  Ive had cell phones since the have come out and so has my mother and fiance and none of us have ever cracked a phone screen.  The original screen came with the phone the last two which only last around 3 months fod the second screen and 10 mins for this last screen. It takes fix a cell less than 45 mins to put a new screen on which they charge 60 in labor than charge another 100 for a 50 dollar part.  Which they have every right.  Ive just qusstion they screens breaking so quick for surd this last one only 10 mins after she gets it back than they tell her they can do it again charge her another 160.  Oh and they said they would take 10 dollars off for her troubles.  im not asking for them to do it for free, but if u have a customer that has been in for the same thing twice in less than 3 months, spent 320 dollars. Wouldnt you think thats kind of strange.  They said when she left she put it in her back pocket which she did but she took it out before she got in her car...so walking about 20 yards with it in a back pocket caused it too crack again...seems like cheap glass or something...maybe they got a bad banch?

I have received the letter stating that I have had a customer contact you regarding a transaction that took place on 1/3/2017 for [redacted] She did in fact have her significant other drop off her device to be repaired with us. When the device...

was brought in, there was no image on the screen due to her dropping her device. At that point I had evaluated the device and determined that the LCD was damaged and needed to be replaced. We took the device in and repaired the screen with a full screen assembly. Once a repair is completed the technicians fully test the device. Being the store manager, I spot check all the devices when I am here, to ensure that my technicians are on point and giving the best customer satisfaction possible. All of my customers are given the opportunity to check over the device and test it prior to paying for the repair. Her significant other had that option and he paid and left with the device in full working order with no damage. The following day he had come back into the store with the damaged device. At that time I reevaluated the device again. There was in fact additional damage done to the device. I had my technician look at the screen under the microscope and determined that this additional damage was not related to the repair. I then explained to the significant other what we had determined. He left the store with the device to discuss with Kara on the phone what I had told him. I called my owner asking if there was something that we could do to help them out. My owner then advised me that we always keep our prices the lowest in town and that our part price was $110.00 and that was what I could offer to the customer. Her significant other had then returned into the store and I explained what I was able to do. He then asked me why part prices were so high. I went into explaining to him how with the mass recall on the Samsung Note 7, the vendors have raised all part prices on Samsung brand parts, due to the fact that people are reverting back to fixing their old devices. I also explained that as time goes by the part prices will level back out and once they do we will be able to lower the price and I would honor that. At that point I told him we could replace the screen for the $110 or I could give them a tempered glass for their device at no additional charge and if they wanted to wait to repair the device again for a later date so we could wait for part prices to go down.He then called her and let her know the options that I have given. (The device yes had a crack in the lens but still fully functioned and with the tempered glass allowed for her to use the device without risking the lens to get worse.) They agreed to the tempered glass, I put that on for him and he left with the device. Our invoices state that there is a 90 day warranty on all repairs but does not cover additional damage to the device. There is also a place for the customer to initial stating they are aware and agree. Our goal is to provide the best customer service experience possible. If this was something that was due to our fault, we would assume all responsibility and replace the screen at our expense. But unfortunately this is not the case in this situation. I visually inspected the device prior to him leaving with it and there was no damage to the screen in any way. I have attached a copy of the invoice from the repair for your viewing. Please feel free to contact me regarding any other question you may have.   Thanks,   Misty [redacted] Fix My Cell Store Manager [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.After reading what the owner of Fix My Cell has written in his statement I am again extremely upset.  Not only is he now trying to represent himself as being polite, courteous, and positive after treating me, the customer, so rudely he is trying to make it seem I have changed my story several times.   I am going to through and dispute it on each issue.In his first paragraph he  states that after he received my Facebook message and email  that he assured me that as soon as the opened the next day they would look for the memory card.  This is incorrect.  I had my phone repaired on a Saturday.  He did indeed send me a private message on Facebook that evening after the business had closed, was very short and somewhat rude and said he would speak to the manager. I didn't hear back from anyone until Monday morning when a male employee of the store called me.  After a very emotional conversation and being accused of several untruths I insisted a manager call me back immediately.  When the owner did call me back the first words out of his mouth that he supports his employees 100% and he believes them when they told him there wasn't a SIM card in my phone.  Next he writes that he questioned the employee himself and all they remembered a SIM card that was put back in my phone.  THIS IS INCORRECT.  There wasn't a SIM card in my phone....it was in my daughters old phone I was using while my phone was being repaired.  Next he states that the different times I was questioned about the device and what happened  with it in the store that I changed my story every time.  That is a bold face lie.  In fact, every time I spoke with an employee or the owner THEY would confuse everything I would explain to them and I would have to repeat myself.  Next he states about the AT&T store.  This is what happened as I have explained it to the employee and the owner and never once changed the story.  I called AT&T about my phone not working.  They suggested I take it to the AT&T retail location that does repairs.  I personally took my phone in to have it looked at.  It never once left my site.  They checked it out and determined it wouldn't be covered under warranty.  That's it! I then decided to take it to Fix My Cell the next day.  Next he states that they covered every inch of the stores floor and work surfaces.  They might have done this only after I insisted and said that I was going to file a complaint with the Revdex.com and also file a police report.  He didn't even offer to do this initially because he kept insisting that the card was never in my phone to begin with.  Next he states that I put many negative comments on their Facebook page and he "remained positive".  I did in fact post a comment in the section where customers are suppose to leave reviews...mine just happened to be a negative experience.  After I posted it several other people made comments.  His response to not only me but other potential customers was completely lacking any feeling or taking any responsibility.  As was pointed out by several people, it wasn't the monetary value of a memory card but the hundreds of pictures that can never be replaced.  The owner never even offered a replacement until a couple weeks later when another customer also went on the Facebook page to complain.  He then tried to make the offer of a replacement card but still insisted that I was wrong and they never had my card to begin with.  I am not sure what kind of resolution can be achieved from here since the owner still won't take responsibility and continues to try and make me, the customer, out to be the bad guy.  This is just bad business.  As long as this report is on file with the Revdex.com  the next step for me will be to proceed in filing a police report.  I spoke with someone at the Avon Police Department  after this all happened and they encouraged me to come in and file in case someone uses my children's pictures for an illegal purpose or other family images turn up on the internet without our knowledge or consent. I will never use this business again and have never been treated so poorly.  He can try to be polite now that a report has been made but it's too little too late.  I think not only does he need to learn how to deal with customers if he wants to stay in business but his employees also need a training course on customer satisfaction.
Regards,
[redacted]