Phone Repair Pro

To whom it may concern,

Thank you for taking the time to address the complaint recently submitted by our customer. At Phone Repair PRO, our number one goal is to satisfy our customers by providing great quality products and the best customer service possible. All our products are tested not once but twice prior to be added to inventory. We are sorry to hear that one of our customers is not satisfied with the product currently purchased. According to our records, our customer came in on March 5th, 2020 requesting us for help to regain access to his phone because he forgot his PIN number. After 30 to 45 minutes of evaluation, our tech concluded that because of lack of information and improper initial set up, the phone was permanently locked. After customer was informed of situation, he then requested to buy the cheapest phone that was just like his to be able to use with his international service. Our tech went ahead and offered a Samsung Galaxy S7 and also offer to help with set up to ensure it was done properly. Tech then spent another 30-45 minutes ensuring there was a new account created and the PIN on the new device was something our customer will remember. At that time customer seemed very content with the product specially because our tech went out of his way to ensure of proper set up. A day or two later, customer came back stating that regardless of the proper set up his new phone had locked up on him. Our tech went ahead and helped him out with no questions asked. The phone had to be reinitialized and set up again in order to have access to it. Since the set up was properly done on this device, there were no issues encountered to regain access to phone. Our tech went ahead and helped customer set up the fingerprint scanner, which allows user to be able to access device with fingerprint rather than typing PIN number every time. Customer then was advised on the proper use of this feature in order to make it easier for him. The very next day, customer came back explaining that he had lost access to his device again and he just wanted to get his money back. Customer was then advised of our store policy ("All sales are FINAL-NO REFUNDS") as stated on the receipt he was given at the time of purchase. Without even looking at the device, our company tech offered to exchange the device because it seemed that customer was not able to use the features on the phone properly. Customer then agreed for our tech to just regain access to the current phone in order to be able to use it again. After a few minutes spent, the tech realized that the PIN number previously set up was intentionally changed to something different because it just had a different of two digits. Once customer was informed his demeanor changed and his appearance was pale. Customer denied that himself or anybody else had changed the PIN and stated that no one else but himself has access to his personal phone. No initial set up was required at this time, but our tech recommended him that in order to avoid this from happening the best solution is to not have a PIN. The tech's conclusion was that customer did not know how to use the phone properly and offered him future support regardless of the type of question involved. After looking into this complaint, Phone Repair PRO has decided to make an exception and offer a partial refund since the customer seems to be experiencing trouble operating the device. We believe that a partial refund is the fair decision due to the time spent by our company from the beginning of the situation. Initially Phone Repair PRO charges a Diagnostic Fee of $40 or more depending on the complexity and time spent on any customers' device. We do not charge a Diagnostic Fee if customer decides to either continue with repair (if device is fixable) or purchase a device from our company. As stated on the receipt, we also have a Restocking Fee of $30 on any device that is exchanged. This fee is assessed because of time spent by our techs to ensure proper cleaning and testing is done once device is returned. Again, Phone Repair PRO is offering a partial refund as long stating company fees are covered along with the return of the device sold in original condition. There might be other fees assessed or refund may be denied if device has suffered or experiences problems caused by user after purchased. Please let us know how we can be of further assistance in order to process this complaint as fast as possible.

Thank you

Sincerery,

Phone Repair PRO
Management