Awful, awful, awful One of the worst experiences I have ever had with a business Please, do yourself a favor and give your money to any other business for your repair needs
Initial Business Response / [redacted] (1000, 5, 2018/01/03) */ Contact Name and Title: [redacted] Ops Mgr Contact Phone: XXXXXXXXXX Contact Email: [redacted] @geniusphonerepair.com The customer is correct that the device was originally fully working, and after a screen repair it had issues power cycling Our warranty covers if we damage the device, and in this situation we should have let the customer know it would either be repaired or replaced free of any additional charge to her including shipping feesWe've notified the customer and sent a prepaid shipping label to have it returned to our master technicianThere will be no additional cost, and we will either return it fully working or replace with a device of the same model and storageThe customer has indicated they have an alternate phone in the meantime and do not require a loaner from us
Our Mishawaka store location has been informed of the ongoing issues with the customer's repairThe manager is reaching out to resolve the issue with the customer. We did not complete the initial requested repair, and then the repair we completed was not according to agreed upon termsWe are
going to refund the customer fully, and complete the advanced repair necessary on the unit that the customer wants repairedWe will ensure it is fully working in all aspects, regardless of the parts we do or don't replace
Initial Business Response /* (1000, 8, 2016/04/09) */
Yolanda or *** *** dropped the machine off at 1:54PM on 2/27/to have us install Windows for themWe quoted *** for this service, and 24-hours to complete the installOur intake notes are as follows: Wipe and install Windows
Customer does not want anything backed upQuoted *** and install will be completed by 2/29/Customer said device has never been dropped, never had any liquid spilled on it, and it looks good aestheticallyShe has had it serviced by PC Direct in the past, and there are no screws missing from the frame
At 5:27PM on 2/27/our computer technician updated the repair ticket with the following note: Vista machine, not eligible to go to Client must first install/update to Windows 7, and then go up to which costs a winkeyHowever, there is no way this machine can go to Windows Called client, had to leave a voicemail as they didn't answer, but we will need to discuss optionsThe computer technician did download the typical install tool we use to complete this work, but the tool stated that this machine is not eligible for Windows
At 5:PM on 2/29/*** *** called us back to discuss the options on this, but our computer technician was not inThe manager let *** know that the computer technician will be in tomorrow to discuss options with him, and *** said that would be fine
At 10:22AM on 3/1/the computer technician spoke with ***, and went over the options with himWe recommended going to Windows 7, but let him know that this machine isn't eligible for Windows as it's a Vista machine
At 3:02PM on 3/3/*** came in to pick up the machineShe said they are able to get Windows installed for free at *** *** but they needed the computer for them to do the installThe computer technician let her know that we did not update/install Vista, as after the discussion with *** they were planning on updating to Windows 7, so it didn't make sense for us to charge for the Vista update if they were going to Windows anywayWe didn't want to charge them for this work knowing that it would be a waste of money for them if their plan is to go to Windows 7, so the technician informed Yolanda that we didn't install Vista for this reasonNo work was done in terms of the install, so we did not charge themAll we did was install a tool to do the upgrade to Windows 10, and then didn't use the tool as this machine wasn't able to go to Windows We closed the repair ticket out, and thought all was well as the customer had a plan in motion to achieve their goals
At 10:52AM on 3/15/*** called in to speak with the computer technicianShe stated that he did not correctly put in the product key, and said she clearly remembers him telling her that he installed Vista...we have this conversation recorded, and we have notes stating otherwiseThis is not trueThe technician kept a calm head, and explained that we did not install Vista, which is why we didn't charge her the *** for the installShe then stated that we damaged her DVD drive, and now she can't install Windows 7...we did not take the machine apart, and we didn't use the DVD driveAll we did was download a tool to attempt the Windows updateThe technician explained this to her, and let her know that we could take a look at the drive to see what's going onHe re-assured her we didn't open the machine, and the work we did could not have damaged her DVD driveAt this point she became irate, and kept repeating/insisting that the technician didn't enter the product key correctly (which makes no sense as we didn't have the product key in the first place for Windows 7, and she said *** *** was going to do this for free)The customer kept talking over the technician, and accused him of being rude when trying to explain what we didShe hung up before any resolution was reached
At 11:07AM on 3/15/there is a note on the ticket from one of our call center representatives stating that *** called, and was complaining about the computer technician to themThe store manager was off this day, so the call center rep let her know he would be in touch with her tomorrow
At 12:04PM and 12:10PM on 3/16/*** called in to speak with the manager, but he was getting caught up from his day off so he hadn't had a chance to call her yetShe spoke with one of the other technicians in the back that was not aware of this situation, but read through the notes on the ticket and attempted to handle the call*** kept insisting that the computer technician was very rude, and went out of his way to inconvenience herOn the 12:10PM call she said that if we didn't damage the DVD drive, then someone must have broken into our shop, and damaged itThe technician she was speaking with is not used to calls like this, so he said that isn't likely but nothing is impossible (which was not the correct thing to say to a claim of this nature)She said that she would file a police report if that is the caseAgain, the technician did not know what to say, but insisted she wait for the manager to get in touch with herThe technician did defend the computer technician that his intentions were never to upset her, and he apologized for any inconvenience
At this point the store manager called for *** as the technician let him know that this situation is top priority, but he left a message for her as she didn't answer
At 5:03PM on 3/15/*** called back in and the manager stopped what he was doing to speak with herThey had about a 5-minute conversation regarding her experienceOf the 5-minutes, the actual issue with the DVD drive was discussed only onceThe rest of the conversation was Yolanda making claims about the staff of the location being rude, and telling her that she should file a police report...the manager re-assured her that we have an alarm system with HD cameras, so we would have known if someone broke into our shopThey are all set to trigger on motion, so it's not possible that someone broke in and broke her DVD driveThe manager attempted to reach some kind of resolution at this time, but Yolanda was only interested in stating how bad the other staff of the location isThe manager also explained the work that was done, and re-assured her that we did not charge her for a Vista installation as it was our understanding that *** *** was going to install Windows for her for freeThe manager also let her know that we did not open the machine, or use the DVD driveShe kept insisting that we told her we did the Vista install, but the manager re-assured her that we did not which is why we didn't charge her the *** *** said they were able to see system changes, so she knows for a fact we did work on her machineThe manager explained that we did install a tool to complete the Windows upgrade, but were not able to use it for the upgrade as she has a Vista machineShe was so upset that this sentence did not register, and kept insisting she knows we did work on her machineAt this point the manager requested she come in person to discuss this further, as the phone call was not leading to a resolution*** said her and her husband (***) would come in with the machine to prove we made system changes...which again, the manager didn't deny, because of the tool needed to complete the work they brought the machine in for
The last conversation the manager had with *** was around 5PM on 3/16/She stated *** was upset, and he was going to "handle this a different way"She told the manager they were not going to come in for a face to face meetingThe manager informed her that if she was not willing to come to our shop that there are other shops in the area she could take it to for a second opinionThis was meant to be innocent, as she would not come in to reach a peaceful resolution, and would just call in to state how upset she was with the staff
Note! To address some of the claims in her report: we did not tell her to call the policeShe was frustrated when speaking with a technician not used to calls like this, and she said someone must have broken into our shop and she should file a police reportThe manager told her that this wasn't possible, and is not necessary***, our computer technician, is not the owners brotherWe have no idea why this matters from any of this situation anyway, but he is the Manager's brother...again, we're not sure why this mattersShe states that the computer is broken and doesn't workThe machine is not broken, she is claiming that her DVD drive isThe work we did on the machine was installing an update tool for her to go to Windows We have only been speaking with *** other than the one correspondence with ***, and she's been irate every timeShe is not looking for a solution, she is looking for a reaction, but the manager is no
Initial Consumer Rebuttal /* (3000, 10, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
fix the computerend of story!! own it
Initial Business Response /* (1000, 5, 2016/05/20) */
Customer came in on 1/4/to get her Lenova Laptop screen repairedWe ordered the customer a complete assembly screen that hooked up to the laptop itselfThis was a brand new item, nothing from the old screen was used except the outside
panel that just covers up the back portion of the screenThe customer then came into the store two and a half months later which was on 3/31/The customer stated that the screen had "just cracked" and the associate said that we would be able to take a look at this for her to see if there was anything that could have caused this to happenThey told us that it was in fact a students laptop so we said that was fine we would still diagnose this if brought in by 5/12/The customer then came into the store on the very last day to have us take a look at thisSince we were able to replace the entire assembly the first time we looked it over and there were not any errors due to there not being any screws placed into this except on the very bottom brackets that hook to the laptopAgain, this was a complete assembly (Pre Assembled and glued together with adhesive, no screws were used near the screen only on the brackets hooking to the laptop keyboard portion)After looking at this and per our warranty since the device was in fact CRACKED that along is considered customer negligenceWhile speaking to the customer she told me that the device "Just cracked" just as it did the first time yet the daughter actually took a couple weeks to actually bring this up to her mother Tania who explained this to meSince this was negligence and the customer has actually signed our waiver form that does state that negligence would not be covered under our warrantyHad there been a tech error putting this screen together ,which we didn't do this because it was a complete assembly, or also a DEFECT in the part causing the part to not properly function we would have been able to cover thisI did however offer the customer a much discounted repair for them, I told them that we would be able to repair the laptop at the cost of only the part and that no labor would be included with thisAt this time I did tell the customer if they could find the part used or any cheaper then we wouldn't charge anything at all to do the repair if they purchased itI also stated that per our warranty there isn't any way we can cover customer negligence because like most glass, it never "Just Cracks"There are many areas of this situation that seem kind of iffy since the customer's daughter is not able to actually say what happened either the first time nor the second time as to why the device crackedWe at Genius Phone Repair will gladly repair the device once again at the price of what the screen actually costs which is right around *** Attached is the waiver form that every customer signs and initials, acknowledging that our warranty does not cover negligence by the customer
Initial Consumer Rebuttal /* (3000, 7, 2016/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response to Complaint ID#: XXXXXXXX
I had more issues than the screen on my Lenovo laptop simply crackingI explained other issues and the events leading to the screen crack to the associate, and I will reiterate that hereWhen I received my laptop after the repair I had issues with windows and applications opening on my device when the screen was shutI did not have this issue before the screen was repairedI assumed this was because the keys and screen were hitting one another while the device was closed; therefore, I began putting my laptop in sleep mode before shutting the computer as a simple solutionThis event was also my first signal that the repair was faulty
Secondly, the screen began lifting out of the frame of the computerI did not bring this up to my parents immediately because at first it was manageable, and I was taking a heavy course load at college and workingAs the screen began to pop out more, primarily on the top left corner, I would gently press on the screen going from bottto get the screen to set closer to the frameOn one occasion when doing this the screen cracked slightly, and through the week when I would open or close my laptop the crack eventually spread across the screen lengthwiseI will point out that the associates also pressed on the screen, however they pressed directly on the crackAll of this was explained to the associates when I was in both times, therefore I did explain how the screen crackedDetails are just as important as the larger picture because they allude to a faulty repair leading to a crack
To close we did talk to Genius on 3/31/and discussed this computer was being used for college and we were given an extension of the warranty in writing by the Genius associateThe associate provided us with a receipt with the following: " Device came back with a crack in the same spot that mirrored her previous crack, in case that this is something we might have to return the cost of repair due to misdiagnosis I am extending warranty out till May 12thReason being is the laptop is a student laptop and she is going into finals and projectsObviously I don't want to take a perfectly functioning laptop away during this season where repair and diagnosis could take multiple weeks." We returned to Genius for follow up on the 12thBy the 12th the crack had gotten worseWe were then told by the Manager that we were at fault and would not honor their warrantyWe were asked numerous times if we dropped the computer and we did notTHIS COMPUTER WAS NOT DROPPED! The screen was not properly installed
We stayed in contact with Genius Phone Repair and completed every request Genius requested from us! The associate agreed that the crack was in the same location of the previous crack and extended the warranty so we can finish this school semester, we were comforted with their response and at that time that Genius Phone repair would honor their wordBut when we return the laptop the Manager continuously accused us of negligence and refused to honor their word and their warrantyWe meet every requirement and there were no other sign of damage like the Manager stated that is was droppedIf it was dropped there would surely be other signs of physical damageThe Manager then insinuated that it our word against his and that glass does not crack on its own, Well I work for one of the largest US glass manufactures and I will completely disagree that glass will crack on its own especially if it was installed incorrectly
Initial Business Response /* (1000, 5, 2018/01/03) */
Contact Name and Title: [redacted] Ops Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@geniusphonerepair.com
The customer is correct that the device was originally fully working, and after a screen repair it had issues power cycling....
Our warranty covers if we damage the device, and in this situation we should have let the customer know it would either be repaired or replaced free of any additional charge to her including shipping fees. We've notified the customer and sent a prepaid shipping label to have it returned to our master technician. There will be no additional cost, and we will either return it fully working or replace with a device of the same model and storage. The customer has indicated they have an alternate phone in the meantime and do not require a loaner from us.
Initial Business Response /* (1000, 5, 2017/11/29) */
Contact Name and Title: [redacted]/OperationsM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@geniusphonerepair.com
We do acknowledge that there were noted issues with the customer's device that we attempted to correct.
We have no...
record, however, that he "contacted Genius Phone Repair through their website outlining my issues with their services, but was not contacted back." We've looked in our surveys, email accounts, and online feedback forms but don't find his name, email or phone number beyond his initial appointment request.
Our policy and intention is to make sure customers receive a complete repair and are happy with it. We definitely want the chance to correct this repair, or replace his phone if needed.
We are not prepared to give him cash without being given the chance to repair or replace the phone however, to try to resolve the issue.
Our store has reached out by email and left a voicemail for the customer so we can reach a resolution.
Awful, awful, awful. One of the worst experiences I have ever had with a business. Please, do yourself a favor and give your money to any other business for your repair needs.
Initial Business Response /* (1000, 5, 2016/11/18) */
We are certainly more than happy to work with [redacted]. When the device was brought to us on 11/5/2016 by [redacted]'s mother [redacted] the screen was cracked, and would not allow us to touch or swipe at all (the digitizer was not functioning)....
We generally run through a 22 point inspection to ensure all parts are working prior to us opening the device, but we couldn't do this as the screen was not responding to touch/swipe. We explained to her at drop off that we aren't able to test it, and it is possible for other internal components to be damaged. The technician that fixed his phone did run through this inspection, and one of our customer service reps also tested it after the repair. There were no further issues at the time.
[redacted] brought the device back in on 11/7/2016, and showed us the issue with the rear camera. I did let [redacted] know that I've seen this issue before with dropped devices, and it's typically caused by the camera getting jammed (they rotate as you zoom in or out). This typically comes and goes, which also explains why we didn't catch it in our post tests. I also explained we don't go near the rear camera when we do the screen repair, as we would have to remove the logic board to get to it which would result in extra labor time, but we did complete a free diagnostic when he brought it back anyway. The techs tried to unplug the camera and plug it back in, but it was still having issues focusing/being shaky.
The following are a couple of possible solutions:
1. In the spirit of trying to work with [redacted], we will be willing to charge only part cost of the camera (we will do the labor for free), which would be [redacted] + tax. This is a good option as he will have a fully working phone, and the rear camera repair typically costs [redacted]
2. The other option is that we could put a damaged screen on the phone, and give him a full refund. We will need to have our screen back to process this refund, which is why we would install a damaged screen for him.
I called [redacted] to go over these options with him on 11/18/2016, but had to leave a voicemail. Hopefully we can get this resolved for him.
Initial Consumer Rebuttal /* (2000, 7, 2016/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A repair of camera,
Awful, awful, awful One of the worst experiences I have ever had with a business Please, do yourself a favor and give your money to any other business for your repair needs
Initial Business Response / [redacted] (1000, 5, 2018/01/03) */ Contact Name and Title: [redacted] Ops Mgr Contact Phone: XXXXXXXXXX Contact Email: [redacted] @geniusphonerepair.com The customer is correct that the device was originally fully working, and after a screen repair it had issues power cycling Our warranty covers if we damage the device, and in this situation we should have let the customer know it would either be repaired or replaced free of any additional charge to her including shipping feesWe've notified the customer and sent a prepaid shipping label to have it returned to our master technicianThere will be no additional cost, and we will either return it fully working or replace with a device of the same model and storageThe customer has indicated they have an alternate phone in the meantime and do not require a loaner from us
Our Mishawaka store location has been informed of the ongoing issues with the customer's repairThe manager is reaching out to resolve the issue with the customer. We did not complete the initial requested repair, and then the repair we completed was not according to agreed upon termsWe are
going to refund the customer fully, and complete the advanced repair necessary on the unit that the customer wants repairedWe will ensure it is fully working in all aspects, regardless of the parts we do or don't replace
Initial Business Response /* (1000, 8, 2016/04/09) */
Yolanda or *** *** dropped the machine off at 1:54PM on 2/27/to have us install Windows for themWe quoted *** for this service, and 24-hours to complete the installOur intake notes are as follows: Wipe and install Windows
Customer does not want anything backed upQuoted *** and install will be completed by 2/29/Customer said device has never been dropped, never had any liquid spilled on it, and it looks good aestheticallyShe has had it serviced by PC Direct in the past, and there are no screws missing from the frame
At 5:27PM on 2/27/our computer technician updated the repair ticket with the following note: Vista machine, not eligible to go to Client must first install/update to Windows 7, and then go up to which costs a winkeyHowever, there is no way this machine can go to Windows Called client, had to leave a voicemail as they didn't answer, but we will need to discuss optionsThe computer technician did download the typical install tool we use to complete this work, but the tool stated that this machine is not eligible for Windows
At 5:PM on 2/29/*** *** called us back to discuss the options on this, but our computer technician was not inThe manager let *** know that the computer technician will be in tomorrow to discuss options with him, and *** said that would be fine
At 10:22AM on 3/1/the computer technician spoke with ***, and went over the options with himWe recommended going to Windows 7, but let him know that this machine isn't eligible for Windows as it's a Vista machine
At 3:02PM on 3/3/*** came in to pick up the machineShe said they are able to get Windows installed for free at *** *** but they needed the computer for them to do the installThe computer technician let her know that we did not update/install Vista, as after the discussion with *** they were planning on updating to Windows 7, so it didn't make sense for us to charge for the Vista update if they were going to Windows anywayWe didn't want to charge them for this work knowing that it would be a waste of money for them if their plan is to go to Windows 7, so the technician informed Yolanda that we didn't install Vista for this reasonNo work was done in terms of the install, so we did not charge themAll we did was install a tool to do the upgrade to Windows 10, and then didn't use the tool as this machine wasn't able to go to Windows We closed the repair ticket out, and thought all was well as the customer had a plan in motion to achieve their goals
At 10:52AM on 3/15/*** called in to speak with the computer technicianShe stated that he did not correctly put in the product key, and said she clearly remembers him telling her that he installed Vista...we have this conversation recorded, and we have notes stating otherwiseThis is not trueThe technician kept a calm head, and explained that we did not install Vista, which is why we didn't charge her the *** for the installShe then stated that we damaged her DVD drive, and now she can't install Windows 7...we did not take the machine apart, and we didn't use the DVD driveAll we did was download a tool to attempt the Windows updateThe technician explained this to her, and let her know that we could take a look at the drive to see what's going onHe re-assured her we didn't open the machine, and the work we did could not have damaged her DVD driveAt this point she became irate, and kept repeating/insisting that the technician didn't enter the product key correctly (which makes no sense as we didn't have the product key in the first place for Windows 7, and she said *** *** was going to do this for free)The customer kept talking over the technician, and accused him of being rude when trying to explain what we didShe hung up before any resolution was reached
At 11:07AM on 3/15/there is a note on the ticket from one of our call center representatives stating that *** called, and was complaining about the computer technician to themThe store manager was off this day, so the call center rep let her know he would be in touch with her tomorrow
At 12:04PM and 12:10PM on 3/16/*** called in to speak with the manager, but he was getting caught up from his day off so he hadn't had a chance to call her yetShe spoke with one of the other technicians in the back that was not aware of this situation, but read through the notes on the ticket and attempted to handle the call*** kept insisting that the computer technician was very rude, and went out of his way to inconvenience herOn the 12:10PM call she said that if we didn't damage the DVD drive, then someone must have broken into our shop, and damaged itThe technician she was speaking with is not used to calls like this, so he said that isn't likely but nothing is impossible (which was not the correct thing to say to a claim of this nature)She said that she would file a police report if that is the caseAgain, the technician did not know what to say, but insisted she wait for the manager to get in touch with herThe technician did defend the computer technician that his intentions were never to upset her, and he apologized for any inconvenience
At this point the store manager called for *** as the technician let him know that this situation is top priority, but he left a message for her as she didn't answer
At 5:03PM on 3/15/*** called back in and the manager stopped what he was doing to speak with herThey had about a 5-minute conversation regarding her experienceOf the 5-minutes, the actual issue with the DVD drive was discussed only onceThe rest of the conversation was Yolanda making claims about the staff of the location being rude, and telling her that she should file a police report...the manager re-assured her that we have an alarm system with HD cameras, so we would have known if someone broke into our shopThey are all set to trigger on motion, so it's not possible that someone broke in and broke her DVD driveThe manager attempted to reach some kind of resolution at this time, but Yolanda was only interested in stating how bad the other staff of the location isThe manager also explained the work that was done, and re-assured her that we did not charge her for a Vista installation as it was our understanding that *** *** was going to install Windows for her for freeThe manager also let her know that we did not open the machine, or use the DVD driveShe kept insisting that we told her we did the Vista install, but the manager re-assured her that we did not which is why we didn't charge her the *** *** said they were able to see system changes, so she knows for a fact we did work on her machineThe manager explained that we did install a tool to complete the Windows upgrade, but were not able to use it for the upgrade as she has a Vista machineShe was so upset that this sentence did not register, and kept insisting she knows we did work on her machineAt this point the manager requested she come in person to discuss this further, as the phone call was not leading to a resolution*** said her and her husband (***) would come in with the machine to prove we made system changes...which again, the manager didn't deny, because of the tool needed to complete the work they brought the machine in for
The last conversation the manager had with *** was around 5PM on 3/16/She stated *** was upset, and he was going to "handle this a different way"She told the manager they were not going to come in for a face to face meetingThe manager informed her that if she was not willing to come to our shop that there are other shops in the area she could take it to for a second opinionThis was meant to be innocent, as she would not come in to reach a peaceful resolution, and would just call in to state how upset she was with the staff
Note! To address some of the claims in her report: we did not tell her to call the policeShe was frustrated when speaking with a technician not used to calls like this, and she said someone must have broken into our shop and she should file a police reportThe manager told her that this wasn't possible, and is not necessary***, our computer technician, is not the owners brotherWe have no idea why this matters from any of this situation anyway, but he is the Manager's brother...again, we're not sure why this mattersShe states that the computer is broken and doesn't workThe machine is not broken, she is claiming that her DVD drive isThe work we did on the machine was installing an update tool for her to go to Windows We have only been speaking with *** other than the one correspondence with ***, and she's been irate every timeShe is not looking for a solution, she is looking for a reaction, but the manager is no
Initial Consumer Rebuttal /* (3000, 10, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
fix the computerend of story!! own it
Initial Business Response /* (1000, 5, 2016/05/20) */
Customer came in on 1/4/to get her Lenova Laptop screen repairedWe ordered the customer a complete assembly screen that hooked up to the laptop itselfThis was a brand new item, nothing from the old screen was used except the outside
panel that just covers up the back portion of the screenThe customer then came into the store two and a half months later which was on 3/31/The customer stated that the screen had "just cracked" and the associate said that we would be able to take a look at this for her to see if there was anything that could have caused this to happenThey told us that it was in fact a students laptop so we said that was fine we would still diagnose this if brought in by 5/12/The customer then came into the store on the very last day to have us take a look at thisSince we were able to replace the entire assembly the first time we looked it over and there were not any errors due to there not being any screws placed into this except on the very bottom brackets that hook to the laptopAgain, this was a complete assembly (Pre Assembled and glued together with adhesive, no screws were used near the screen only on the brackets hooking to the laptop keyboard portion)After looking at this and per our warranty since the device was in fact CRACKED that along is considered customer negligenceWhile speaking to the customer she told me that the device "Just cracked" just as it did the first time yet the daughter actually took a couple weeks to actually bring this up to her mother Tania who explained this to meSince this was negligence and the customer has actually signed our waiver form that does state that negligence would not be covered under our warrantyHad there been a tech error putting this screen together ,which we didn't do this because it was a complete assembly, or also a DEFECT in the part causing the part to not properly function we would have been able to cover thisI did however offer the customer a much discounted repair for them, I told them that we would be able to repair the laptop at the cost of only the part and that no labor would be included with thisAt this time I did tell the customer if they could find the part used or any cheaper then we wouldn't charge anything at all to do the repair if they purchased itI also stated that per our warranty there isn't any way we can cover customer negligence because like most glass, it never "Just Cracks"There are many areas of this situation that seem kind of iffy since the customer's daughter is not able to actually say what happened either the first time nor the second time as to why the device crackedWe at Genius Phone Repair will gladly repair the device once again at the price of what the screen actually costs which is right around *** Attached is the waiver form that every customer signs and initials, acknowledging that our warranty does not cover negligence by the customer
Initial Consumer Rebuttal /* (3000, 7, 2016/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response to Complaint ID#: XXXXXXXX
I had more issues than the screen on my Lenovo laptop simply crackingI explained other issues and the events leading to the screen crack to the associate, and I will reiterate that hereWhen I received my laptop after the repair I had issues with windows and applications opening on my device when the screen was shutI did not have this issue before the screen was repairedI assumed this was because the keys and screen were hitting one another while the device was closed; therefore, I began putting my laptop in sleep mode before shutting the computer as a simple solutionThis event was also my first signal that the repair was faulty
Secondly, the screen began lifting out of the frame of the computerI did not bring this up to my parents immediately because at first it was manageable, and I was taking a heavy course load at college and workingAs the screen began to pop out more, primarily on the top left corner, I would gently press on the screen going from bottto get the screen to set closer to the frameOn one occasion when doing this the screen cracked slightly, and through the week when I would open or close my laptop the crack eventually spread across the screen lengthwiseI will point out that the associates also pressed on the screen, however they pressed directly on the crackAll of this was explained to the associates when I was in both times, therefore I did explain how the screen crackedDetails are just as important as the larger picture because they allude to a faulty repair leading to a crack
To close we did talk to Genius on 3/31/and discussed this computer was being used for college and we were given an extension of the warranty in writing by the Genius associateThe associate provided us with a receipt with the following: " Device came back with a crack in the same spot that mirrored her previous crack, in case that this is something we might have to return the cost of repair due to misdiagnosis I am extending warranty out till May 12thReason being is the laptop is a student laptop and she is going into finals and projectsObviously I don't want to take a perfectly functioning laptop away during this season where repair and diagnosis could take multiple weeks." We returned to Genius for follow up on the 12thBy the 12th the crack had gotten worseWe were then told by the Manager that we were at fault and would not honor their warrantyWe were asked numerous times if we dropped the computer and we did notTHIS COMPUTER WAS NOT DROPPED! The screen was not properly installed
We stayed in contact with Genius Phone Repair and completed every request Genius requested from us! The associate agreed that the crack was in the same location of the previous crack and extended the warranty so we can finish this school semester, we were comforted with their response and at that time that Genius Phone repair would honor their wordBut when we return the laptop the Manager continuously accused us of negligence and refused to honor their word and their warrantyWe meet every requirement and there were no other sign of damage like the Manager stated that is was droppedIf it was dropped there would surely be other signs of physical damageThe Manager then insinuated that it our word against his and that glass does not crack on its own, Well I work for one of the largest US glass manufactures and I will completely disagree that glass will crack on its own especially if it was installed incorrectly
Initial Business Response /* (1000, 5, 2018/01/03) */
Contact Name and Title: [redacted] Ops Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@geniusphonerepair.com
The customer is correct that the device was originally fully working, and after a screen repair it had issues power cycling....
Our warranty covers if we damage the device, and in this situation we should have let the customer know it would either be repaired or replaced free of any additional charge to her including shipping fees. We've notified the customer and sent a prepaid shipping label to have it returned to our master technician. There will be no additional cost, and we will either return it fully working or replace with a device of the same model and storage. The customer has indicated they have an alternate phone in the meantime and do not require a loaner from us.
Initial Business Response /* (1000, 5, 2017/11/29) */
Contact Name and Title: [redacted]/OperationsM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@geniusphonerepair.com
We do acknowledge that there were noted issues with the customer's device that we attempted to correct.
We have no...
record, however, that he "contacted Genius Phone Repair through their website outlining my issues with their services, but was not contacted back." We've looked in our surveys, email accounts, and online feedback forms but don't find his name, email or phone number beyond his initial appointment request.
Our policy and intention is to make sure customers receive a complete repair and are happy with it. We definitely want the chance to correct this repair, or replace his phone if needed.
We are not prepared to give him cash without being given the chance to repair or replace the phone however, to try to resolve the issue.
Our store has reached out by email and left a voicemail for the customer so we can reach a resolution.
Awful, awful, awful. One of the worst experiences I have ever had with a business. Please, do yourself a favor and give your money to any other business for your repair needs.
Initial Business Response /* (1000, 5, 2016/11/18) */
We are certainly more than happy to work with [redacted]. When the device was brought to us on 11/5/2016 by [redacted]'s mother [redacted] the screen was cracked, and would not allow us to touch or swipe at all (the digitizer was not functioning)....
We generally run through a 22 point inspection to ensure all parts are working prior to us opening the device, but we couldn't do this as the screen was not responding to touch/swipe. We explained to her at drop off that we aren't able to test it, and it is possible for other internal components to be damaged. The technician that fixed his phone did run through this inspection, and one of our customer service reps also tested it after the repair. There were no further issues at the time.
[redacted] brought the device back in on 11/7/2016, and showed us the issue with the rear camera. I did let [redacted] know that I've seen this issue before with dropped devices, and it's typically caused by the camera getting jammed (they rotate as you zoom in or out). This typically comes and goes, which also explains why we didn't catch it in our post tests. I also explained we don't go near the rear camera when we do the screen repair, as we would have to remove the logic board to get to it which would result in extra labor time, but we did complete a free diagnostic when he brought it back anyway. The techs tried to unplug the camera and plug it back in, but it was still having issues focusing/being shaky.
The following are a couple of possible solutions:
1. In the spirit of trying to work with [redacted], we will be willing to charge only part cost of the camera (we will do the labor for free), which would be [redacted] + tax. This is a good option as he will have a fully working phone, and the rear camera repair typically costs [redacted]
2. The other option is that we could put a damaged screen on the phone, and give him a full refund. We will need to have our screen back to process this refund, which is why we would install a damaged screen for him.
I called [redacted] to go over these options with him on 11/18/2016, but had to leave a voicemail. Hopefully we can get this resolved for him.
Initial Consumer Rebuttal /* (2000, 7, 2016/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A repair of camera,