Planet Cellular, Inc.

I took my wife's phone (A Samsung Galaxy Core Prime) in on 11/10/15 for repair at your Crestview Florida location. She dropped her phone and shattered the screen. I asked them what needed to be done to fix it. They said it needed a new screen and touch pad. My wife picked up her phone on 11/11/15 and it looked ok until she tried using the bottom part of the screen. It refused to work unless pressed very hard, not touched. I took it immediately back. They told me it was just the way I was touching the screen. I pulled out my phone (Exact model as my wife's) and showed them that you did not have to press hard on my phone for it to work and I wanted it fixed under their 30 day warranty. I had the receipt with me since their warranty states that a receipt is required for warranty or returns. They took the phone to the back and came back out with it a few minutes later and said it was fine. I tested again with the same results. The repair person came from the back with my phone and said it was bent and the case needed to be replaced. I stated that I asked for the phone to be repaired and that the bent case should have been noticed at the time of the original repair. They stated that I only asked for the LCD screen and touch pad to be replaced. I did not. I asked for the phone to be repaired and stated that any decent repair shop would have checked for any additional damage to the phone at the time of repair, and notified the customer that it needed additional parts. Although I cannot prove it, I believe that the case was bent by someone in their company after I complained about the touch screen not working because my wife's phone was in a protective case. I believe this was done to get more money from me. He showed me a case that was from a different carrier and showed me that the only difference was the model number suffix that changes from carrier to carrier. I was told they would change it out for $15-$20 and they could have it done fairly quickly because the repair technician had one phone in front of mine to be repaired and he was already working on the other phone. I agreed to come back to pick up and pay for the new case before they closed. I arrived about an hour or so later to get the phone and although they claimed the new case was installed, it still had the same issue. I was told by one of their employees that many phones need the digitizer changed at the same time and mine was not. A quick Google search revealed that the touch screen and digitizer are one and the same. I was assured that the case was replaced, however upon opening the back and removing the battery, I could tell by the model number suffix that it had not been replaced. It was again taken to the back and I was told that since I was not satisfied, they put the old case back on it. This time when I checked, it had the new case in it based on the model number suffix. The phone now works worse than ever. I asked for a refund and they said to get a refund under the warranty I would have to give them the phone so they could put the broken screen and touch pad back on it. I stated that I would be satisfied with a refund for the labor. They stated that they do not charge for labor, just parts. After some quick research I determined that the parts cost approximately $25. I told them it was no problem, leave the phone the way it is, and I will see you in small claims court. I asked for my old parts back and they initially refused. They did, after several minutes return with the parts, kept them from my view, and placed them in a bubble wrap bag and stapled it shut. This did not allow me to remove the parts to examine them or to examine them through the bag. Upon arriving home and opening the bubble wrap bag, I discovered that my original case was bent and broken like someone had bent it on purpose. Additionally I discovered that the phone, with the "new" case, is now bent worse that it was with the old case and the area around the charging port has been damaged. It is my opinion that this was done on purpose by their repair technician or another employee in retaliation to complaining about their shoddy repairs with other customers present. Additionally after examining the parts there is no visible damage to the LCD, only the touch screen. I am now out $74.19, have a broken phone, and have to filing a small claims court suit against them in an attempt to recoup my money for the repair plus what it is going to cost to have the additional damage to the phone fixed, or the cost of a replacement phone if the phone is beyond repair at this point. I am a 100% Permanent and Totally Disabled Veteran and they treated me like [redacted] on Veterans Day!