Porsche of the Village

On 5/21/15, *** *** came into our business location seeking to repair his wife's Samsung Galaxy Sthat had a shattered screen. Mr. *** expressed disdain over having to repair a phone that was owned for less than a week by his wife, *** ***. Mr***
had our company order the replacement screen from one of our parts distributors. We had our distributor overnight the part at our own expense to expedite the repair process for Mr***. The replacement part arrived on 5/22/15. The repair was promptly performed and Mr*** picked up the device.As an added service to our customers, we generally offer a day parts and labor warranty against any manufacturer defects. Some of the terms and conditions of our warranty is that as long as there is no water damage pre-repair or post repair and as long as the device is not re-damaged. We will attempt to file warranty with our distributor who generally offers our company a day warranty against any manufacturer defects of many components.On 6/4/15, Mr*** came into our business stating the replacement part that was installed on the 5/22/was malfunctioning. One of the first questions that was asked of Mr*** was if the device had been dropped again, to which he stated "Yes." During the course of the conversation, Mr*** then attempted to retract his statement and claim that the device had in fact, not been dropped, that the device malfunctioned on it's own and that he and his wife had purchased a protective case for the device the same day it was repaired, implying it was purchased on 5/22/15. Mr*** left the device with our company and left and stated he would be back in a little bit. Upon closer diagnosis of the device, it was determined that the fading of the right hand side of the device's LCD, along with the lines in the display were a direct result of shock/static damage that can occur from a device being dropped, which is not something we warranty nor our distributors. Mr*** returned to our business and we explained to Mr*** that unfortunately, we would not be able to warranty the component. We explained to Mr*** that due to the signs of shock/static damage that had occurred to the device, that if we were to return the part to our distributors and file a warranty claim for a defective part, that they would deny the claim and not replace the component due to the shock/static damage of the LCD component. Mr*** became agitated and aggressive and stated that the device had not been dropped, that it was in the protective case that they claimed to have purchased on 5/22/15. We apologized again for his frustration and explained again, that regardless of if the device was in or out of a case when dropped, that shock/static damage can and does still occur and that we have had to repair countless devices from customers that have dropped their devices while in a protective case.Although we have yet to speak to or meet Mrs*** about this repair(all of our interactions have been directly with Mr***), we do take our customers concerns very seriously. To make a final attempt at customer satisfaction with Mrs***, we would be willing to replace the screen at the reduced rate of $plus tax. That would essentially be us performing the labor, free of charge, with Mrs*** covering the cost of the replacement LCD Display and applicable taxes

I have reviewed the response offer 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.
this is [redacted]The statement"One of the first questions that was asked of Mr. [redacted] was if the device had been dropped again, to which he stated "Yes." is COMPLETELY UNTRUE. When I showed up on 6/4, the gentleman in the store asked if it had been dropped and I said No, it had not. He asked me to leave the phone for an hour so they could check it out. I did, I came back, and they told me the phone had obviously been dropped. I replied Yes, originally - that's why I brought here in the first place!. It has not been dropped since and has been in the Otterbox (protective covering) since 20 min after the screen was replaced. The first gentleman told me that the Otterbox was brand new and showed no signs of wear, or lint in the cracks that would 'absolutely build up in 2 weeks of use, ' implying I was not being truthful. I offered to show him receipts and have him speak to the gentleman at [redacted] (where the covering was purchased) but he just walked away. I was told that the distributor wouldn't warranty the product so there was nothing the Phone Guys could do.My wife plugged the phone in on the evening of the 2nd so it could charge overnight, got up in the morning of the 3rd and the side of the screen was not functional. That's the bottom line.
Regards,
[redacted]