Pro Wireless

Complaint [redacted] in Smithfield N.C. told me to go to Pro Wireless to get a broke screen replaced on my LG phone. Pro wireless told me it would take an hour, so I left it. Returning back to the store, they had me a new phone and had showing 5 contacts on it. All my phone numbers and pictures had been deleted by them. I told them my phone was working fine when I left it, only a broken screen. I didn't want a new phone, but they insisted mine was no good. Remember they never ask for a phone number to contact me, if they should need too in the hour. My friend was with me and had her cell phone. I was upset with them for losing such important information. I made them put my battery back in old phone and called my friend standing beside me. Phone worked just fine. They fussed with me and refused to say my old phone worked fine. I went back to Smithfield store [redacted] and they couldn't believe what had happen. They said the battery should have been taken out and all information should still be on phone. But they too were shocked at what had happen. I am upset with their customer service and by reviews I am not the first to complain about losing important information on a phone. I want my money back for the new phone and hope this will help others from not having to experience this problem. I am not satisfied with their service or attitude. [redacted]Desired SettlementI want my money back from having to buy a new phone I didn't ask for. You just don't hook a customer with a new phone unless you ask them first. That is the way to do business.Business Response We never push customers to buy phones or other products in our store. Customers come to us with a need in accessories, cell phone repairs, or cell phones. We help customers match their current plan to the corresponding phones. We show customers how each phone works. Many times, we help customers transfer information from an old or broken phone into another one. Once the customer is satisfied with the device/phone, customer can pay us accordingly. During the process, customes can always say: I will come back later for it, I will think about it, or I am not interested in it. Thus, I don't understand what the customer meant when said"。buy a new phone I didn't ask for..."

Customer service at Pro wireless was less than satisfactory. Bad business and rude people.On December 21, 2015, I dropped off my iPad air to have a cracked screen repaired. Although the screen was shattered, the iPad was still functional. They told me it would be ready in a couple hours. It took them about 4 hours to repair it. I paid $106.74, with a visa debit card, for the repair. Ref Num: XXXXXXXXX; Auth Code: XXXXXX. When I got my iPad back, the screen was not responsive to touch. I couldn't use it at all. I took it back to them a on January 4, 2016 to have the issue worked out. They told me that it wouldn't be ready until the next day and that they would call me when it was ready. On January 5, 2016, I stopped by while in the mall to check on the iPad, they said it wasn't ready and that they would call me when it was done. On January 7, 2016, I called Pro Wireless to check on the status of my iPad. Whomever I spoke to was very rude. I asked him what the problem was and why it was taking so long. He said "we'll call you when its ready" and hung up on me. It's now January 14, 2016 and I have not heard from Pro Wireless. This is unacceptable due to the fact that I use my iPad daily for business and personal use. Im extremely frustrated with the service I've been provided for my hard earned money. I understand, via apple store, that iPad screens are not made to be replaced once they crack.Desired SettlementI want a fully functional iPad. Even with the shattered screen, my iPad was still functional, absolutely no issues until I took it to Pro Wireless. I don't care if they have to put the shattered glass back on it.More Information Received From Consumer (01/14/2016)Pro Wireless has a second store inside of Triangle Mall. Triangle Town Center Set 1011 Next to Dillard's Lower Lever (XXX) XXX-XXXX This is the store where my iPad was serviced.Business Response I would like to apologize for the long wait you had to endure during the refix. We provide all of our customers with 90 days of warranty for the repair free of charge. I understand you waited a long time to get your ipad back for the refix, and I assure you, this is not the norm. I can only attribute the delay to the holiday time frame. I understand you have received your ipad back last week. If you still trust us with our service, I would like to offer you $100 credit on your next repair on us or a free ipad air cover. (code:call [redacted] Consumer Response I just picked it up at 2:14pm on January 20, 2016. It seems to be working properly. Final Consumer Response

I bought an [redacted] phone charger from this business on Sunday 9/21/2014. When I got home to use it, it did not work. The very next day on 9/22/2014, I went to return the defective product. I was told I could not get my money back. They offered an exchange but I had already bought another charger that actually works. They kept repeating themselves. It's bad business to keep people's money. The product was returned in the original package in the same way it was bought. I was told their corporate office is "over seas" and it was store policy and there was nothing they could do except offer a store credit which I stressed several times that I didn't want. It is very bad business to not give your customers their money back on products that are defective. One of the workers was actually laughing as I was arguing for my money back. I would never return to this store and I encourage others to do the same.Product_Or_Service: [redacted] charger Desired SettlementN/arefundBusiness Response Everyday, we encounter good customers who respect the value of a business which provide onsite customized services to locals over the years. Rarely, we encounter customer like her... She walked into our store with rude, angry attitude and demanded us for refund. We explained to her our return policy. She mentioned about purchased the similar item already. Thus, we initiated a refund for this customer (which she did not mention at all). Then, she started to make derogatory comment in regard to race and nationality to our staff, which was totally uncalled her. Throughout the entire process, we had been very professional to her. We let her rant on the anger over a piece of charger cable, and never argue or speak loudly to her once. And, we refunded her the money according to her requests. There was no need for this customer to make a scene over something that is so unnecessary; no to mention telling every customer that came into the store not to buy.

Had I phone 5 repair in Feb 2014. Repair was improperly done refuse to rectify the problem & demanding to pay full amount again. Poor customer serviceI had my I phone 5 front glass screen replaced by them ath the end of Feb 2014. Within a week after replacement the screen was malfunctioning but we thought it could be due to replacement of original screen or some damage to the phone. Paid $128.00 for the repair. Last week we found that the malfunctioning of the phone was due to peeling off the replaced front glass screen by Pro Wireless. I took it back to them on 07/06/2014 and explained the problem. The guy was trying to undrstand the problem and help me but lady rep came out and spoke with him in their native language (I guess [redacted]) and told me that they need to see original bill they gave it to me or see credit care statement as a proof or work was done by them. I searched all my credit care bills several hours and took the statement on Monday 907/07/14). They loked at it and said that the work was done more than a month ago and their work is guaranteed for just 30 days and I have to pay $120.00 to re fix it. I argued with them the problem was there within a week after the repair and they should just peel off the screen and stick it back. they refused to do so and said do what ever legal action I could do if I want to. I found 3 other customers came while I was there with same problem. It seems they do very poor work, rip off the customers and doesn't accept that they do poor work and try to rectify it. Desired SettlementAll I need is just peel off the screen and fix it back. I'm not demanding to replace new one, just fix the problem and make sure the phone is working properly.Business Response Customer did come to our store and had a phone issue. If the customer does not have a receipt for a repair work done, we can always search the customer's name in our system. We provide 30 days warranty for all of our repairs if the defect is associated with a manufacturing defect such as the touch does not work or our workmanship. The warranty statement is clearly displayed on all receipts provided to the customer. This customer had the phone repaired 5 months ago. The customer's argument is that the phone was not working correctly shortly after he had the repair done 5 months ago. However, the customer never attempted to call us or stopped by the store to have us fix the problem. In addition, if the phone was not working correctly 5 months ago, how can this customer uses the phone for all of these period of time? Most customers don't realize that the face of all touchscreen phones now are glass. Any drop or physical impact can cause the phone's touch sensor not work. I think Pro Wireless has gone beyond with our service.

My phone was damaged further by a ProWireless Technician. On 06/13/2015, I left my phone a ProWireless at the Triangle Mall to have the charging port replaced. I was told to return in one hr. When I cam back, I was told that I could pick it up the next day. The following day, I was told that a part had to be ordered and that I could get it on 06/19/2015. I was later told that the wrong part came in. I asked them to charge my battery so that I could transfer photos to the memory card. I discovered that the casing under the back cover had been pried up and would no longer sit in it's natural position. I discovered as well that the LCD would not come on. A mgr named [redacted] told me his technicians would continue to troubleshoot if I would leave the phone with them. I called a few days later and was advised that the phone was ready. When I arrived a female mgr attempted to sell me a new phone; mine had not been repaired. She was extremely rude when I attempted to explain that I was told that my phone was ready for pickup. I left the store disappointed and confused as to why I was told that the portal could be fixed to have them damage my LCD. The mgr denied responsibility.Desired SettlementI lost all my contacts from my old phone, I went a week without a phone, and I eventually had to purchase a new phone. I seek reimbursement for ProWireless damaging my phone to the point of no repair.Business Response This customer is unreasonable because he never told us the intent of why he wants his phone fixed in the first place: to drag out the picture files from his old phone and never intended to use the same phone again.Pro Wireless has done nothing wrong and follow dual diligence every step of the way:1. The broken phone bought to us was totally nonfunctional with no battery juice, unable to power on. We proceed to fix the charging port. At no indication from this customer that he only wanted to have his picture files removed.2. We ordered the parts but since his phone is a prepaid, odd model phone, the parts came in was not the exact same (an international version vs. the us version, even the pictures look the same). Our technician decided not to proceed since the parts were not the same. In order for us to determine the parts were not the same, we have to open the back to examine. The plastic cap is a little dented, but it's insignificant to the overall scheme because it's a nonfuntional part and it's located inside the battery cover of the phone.3. Pro Wireless went out of our way and offered to give the customer a free phone of the same type. Remember, during this process, we have NOT CHARGED the customer a single dime. in addition, we offer him a phone.4. At this point, the customer told us his real reason of wanting his old phone instead of accepting our new phone to him: he wanted his picture file.5. Pro Wireless proceeded more than 3 hours of man hours to save his picture file onto a sd card and handed to the customer. He was satisfied and left.Overall, Pro Wireless has done nothing wrong. We did not charge the customer a single dime during the whole ordeal. We satisfied his intention by removing his picture files from his broken phone (which he could not have accomplish himself because the phone was not even turned on) onto a sd card at no charge. We offered him a phone of the same type and model for free, which he would not accept.Consumer Response Responses- Of course I told the Mgr. [redacted] on several occasions that I needed to get some photographs off my phone due to my job. I told him that I had a deadline, but had missed it because ProWireless had the phone for so long.1)The phone was not totally nonfunctional. The only issue was the charging portal. I don't know what the technician did to damage the LCD. I only wanted the pictures and contacts removed once it was determined that there LCD was damaged and could not be replaced.2)International v/s US version; I have no clue of what that means, but I you have a serial number, you should be able to order the correct part. I question why wasn't an effort made to reorder the part once it was realized that it was wrong. I called on multiple occasions to get a status of the repair work. You could have had the part reorded and expedited. As a customer, I have to tell you that the service was extremely poor.The plastic cap was totally destroyed. I really can't see how anyone trained as a technician could do that. It looked like a 3rd grader did work on it. It cap is now super glued.....3) I was never offered a free phone. When I spoke to the female mgr., she attempted to sell me a new phone for 69.00. I explained to her that the service that I wanted then was for them to only repair the damage that they had caused and that I would deal with another repair shop to get my charging portal fixed. I emphasized to her that I needed data from my old phone and by "buying" a new phone would be insane. I reminded her that my original service charge would have been $49.00, and know I would have to pay an additional $20.00 for an issue created by their business, and still not have everything fixed.4)My contract with ProWireless will verify that I only went to their business to have a charging portal installed- NOTHING ELSE..... And of course I want all my contact numbers and pics "not just the ones for my job". (I wanted my phone returned to me as the way it was when I dropped it off.)5)The technicians spent 3 hours on retrieving files, but can't properly remove a plastic cap from a cell phone. I made 3 trips to this business, I spent 5 days without a phone in which my supervisors and family could not contact me, I spent a countless amount of time attempting to reach employees at Prowireless day in and day out.I was not satisfied when I left, in fact I was very irrated and angry. I accepted the SD and promptly left the store after being told that I would not receive any type of compensation.** I disagree with the mgmt. of Prowireless, several things were done wrong.A) I was given several different times that the phone would be repaired. Initially, I was told that it would only take 1 hour.B)No efforts were made to give me updates of the status of the phone. I was constantly calling them to see what was going on.C)I went a week without a phone, I was not offered a loner.The female mgr that attempted to sell me the new cellphone should not have been involved. She had no knowledge of the situation, but did not make an effort to contact the primary contact person.D) My phone was damaged in their store, I have the physical results of the type of work they do. My LCD was operational when I dropped it off. I explained to the mgmt. that I had to pay extra money and spend excessive time over an issue that was created by untrained workers. I asked for the reimbursement of the cost that I had accrued by purchasing a new phone. In a business sense that would be fair. They refused to comply. I merely ask for compensation of the money that I have spent and not any compensation for the roughly 5 weeks that they had my phone.

Took my [redacted] in to get repair for screen. the screen with not stay down.. after 4 times of trying to give them a chance to get it to stay it will notI have taken my [redacted] into the store 4 times to get it glued back down it will not stay.. they will not give me my money back for the service they didnt do right.. they want to keep working on it wasting my time and now there is a deas spot in it Desired SettlementI need my money back cause I have paid [redacted] to do it rightBusiness Response Sometimes I wish the customer would tell the full story...The customer came to us back in september to get[redacted] glass repaired. it was not until early December/late November, I got a call from this customer about the a rework needs to be done. I told the customer that we would help her to fix the problem at no charge, eventhough it's beyond our 30 day warranty time frame. Our technician worked on the device, replaced a new glass, tested everything, and gave the device back to the customer. We even explained to the customer the corner is dented due to the drop, that it's important to keep a protective case over it. Glass is a piece of flat material, if one corner is bent (frame bent can be from the inside or from the outside, it's only when the device is opened, you can see the actual dent), it does have a tendency to pop up. The customer ignore our advice, came back for the second time. Again, our technician replaced the glass and reattach the adhesive on the glass to the device's frame. Again, we told the customer to keep a 2 pc (front and back case). protective case over it. The customer mentioned that her little kid does not like a cover over the device.yesterday, the customer came back for the same problem. We told the customer that we will resolve the situation by replacing a new frame to the device at no charge to the customer. This is a very time consuming and costly work, but we are doing it for free. With this solution, the glass will not pop up again since the customer refuses to use a case over the device. To answer the customer's complaint, she came back 3 times, and on the third time, we offer to do the frame exchange. I even assure the customer. The customer refused it. Consumer Response I never told them my child used the[redacted] and didnt like a case.. my son has his own[redacted].. the reason it does not have a case on it is because of bringing it back over and over I take the case off and put it in a briefcase it bring to the store.. my son has never used my[redacted]... the dent also came from them shoving a screen into the frame.. the[redacted] was dropped on the glass not a corner.. no corner was dented at all.. this store has bad service and many complaints.. I also work [redacted].. [redacted].. we are already work on flyers to go around the mall.. I got work done near end of sept fair was in oct so that located was closed for a month.. been many repairs on[redacted] and if this company can not make a screen go down why would I want them to do something more complicated.. the repair should have been free I paid for something that was not done.. they didnt even offer a store credit.. that is how I know they are just trying to offer poor service and not do the job they were paid for..l if I dont get my 96.00 are a store credit I am going to take it to court cause guess what I have the money and I dont care if it cost me more to go to court then 96.00 it is the point the service I paid for as not done and I am in way more then 96.00 for gas and time for coming there so many times.. so when its said and dont in court it will also cost them more then 96.00Final Business Response We pride ourselves with dedicated customer service. Over the years, most of our customers are returning customers because our services are reliable and we stand behind every repairs we do. Nevertheless, we do encounter few customers like you, who seems more interested in threatening others in every word you say and every action you do. You had your repair done back in September, and you came to us in December. Our normal warranty period is 30 days, and we have gone beyond our means to help you. As I recalled, our last meeting was that you had no interest in what we can help you. You were so angry that you gave me no chance to offer any solutions or help to you. In your latest response, you mentioned about offering you a store credit for $96. I am okay with it. However, I do wish that you would calm down. Think through... Negotiate through the situation. Gave other people a chance to speak. There's always a solution to everything. Just think about it, how would you feel if other people threaten you...would you want to help this person?