Re-Phone

Hello, I told [redacted] face to faceRe-phone offered to pay for half of a NEW phoneNot a used phoneWhen he came to check out the used replacement phone, and it was not working correctly, I told him then and in a text message that the owner was willing to pay for half of the cost of a new iphone directly from appleI was told by an Apple repthat would be $plus taxTo give them his old phone, and receive "new in box" iphone They are correct when they stated we have not talked with them since feb14thThat's when [redacted] sent a text threatening "legal" action if we did not get his phone to him repairedWe have attempted to bring this to a close, prior to the threatening text messageLegally, [redacted] has no recourseHe signed the "release of liability" form on our standard work order Sincerely [redacted] re-phone

Re-phone just received a letter from the Revdex.comIt is concerning a repair that was taken in Dec, 21st, Most of what the statement of problem says is accurateI can send you our work order repair form that
clearly states.
"Customer acknowledges factory warranties are dissolved upon Re-phone serving most aspects of this deviceWhile Re-phone will make every attempt to repair this device (s), on some occurrences the device in not repairable or cannot be restored to the condition in which it was submitted to usRe-phone will not held liable for problems beyond our control; in this instance you will be advised and a full refund on your deposit may be grantedAll work and parts are guaranteed for (30) thirty daysParts damaged by user in this time period are exempt fro this guaranteeAll devices left at our facility beyond (30) days from repair completion may be sold to recoup part and labor costThank for trusting in usWe aim to satisfy you completely."
I have every text message between myself and *** concerning the effort we made to repair/replace his phoneFirst, we sent his phone to phone-doctors in OklahomaThey have done tens of thousand of repairs and have trained diagnostic and repair techniciansI have a letter from the VP of phone-doctors, *** ***It states that they found moisture damage to the logic boardThat only means that the phone was subjected to humidityEven sitting on a bathroom counter with someone taking a hot shower can allow moisture into the phonePhone-doctors in their letter also stated that they found no evidence of any damage caused by or due to the repair re-phone performedWe did offer to pay half of the cost for a brand new phoneThat would be $for *** costI have all this documentation to substantiate what is stated aboveOur goal from the beginning was to do what was the right thing to doAs stated in our work order release form and that every customer signs, we have felt we have no legal obligation to replace his phone but a moral one.I reread the "Customer Statement of the Problem"I saw a couple of points that I did not address in my first email to you
1.) the phone that *** came to pick up was a replacement iphone We never said we had repaired his phoneI knew there was most likely an issue with his logic boardThe owner of re-phone authorized me to purchase a used phone to replace in good faithIt did malfunction when he tried to do some video recordingWe offered to see why it was having issues because during our testing, we did not have those same issues he ran into
2.) We could have just installed the logic board from the new/used phone in his phone and he would never have knownWe did not, we would not do that
In my first email, I wrote out our disclaimer on each work order that is signed and dated by each customerWe formed our disclaimer after looking at other repair shops similar disclaimersThe simple fact is, you can open up a phoneBreak it down it down to its components, put it back together and it will not turn onThese are the exceptions to the rule but none the less, It happensIn months of being the lead service tech/operations manager here at re-phone, I have repaired hundreds of smart phones and tabletsMaybe or of them had issuesWe have genuinely tried to resolve this issue to the satisfaction of ***I personally have spoke face to face with him and also kept him up to date concerning his phone via text messages since we took his iphone in for repair

I am rejecting this response because:
it states in his response that he has kept us posted on all of this issueThe last contact regarding this phone was that he was sending it to have the logic board repairedLast contact was on 2-14-If the phone that he is talking about we pay half of is we would do, if it was brand new in the box, we were told that was for a part not new phone I also have the texts and messages left on my phoneWhen he was in contact with us regarding paying half for a new phone it was never mentioned of costHe stated that *** wants this ordeal done with, so basically make a choice whether it is right or wrongAs for the replacement phone, it was just shutting off anytime, not just when doing videoThat is why we did not except any of this As for never having troubles with phones that have been fixed by himself is not trueThere also is another company in our area and if we would have known about them the phone would have been taken there, because that gentleman fixes all Re-phones messesWe want this ordeal finished also, but we want what is rightWe are asking for the phone just to be fixed or replacedStill not sure how the phone was damaged by humidity, since it never was in the bathroom during showers etcThat report was done after weeks of him not being able to fixMaybe the humidity happened in his officeThe phone worked when we took it to themWas using outside of his office before we went in.
Sincerely,
***

Hello,
I told [redacted] face to face. Re-phone offered to pay for half of a NEW phone. Not a used phone. When he came to check out the used replacement phone, and it was not working correctly, I told him then and in a text message that the owner was willing to pay for half of the cost of a new iphone 5 directly from apple. I was told by an Apple rep. that would be $267.00 plus tax. To give them his old phone, and receive "new in box" iphone 5. They are correct when they stated we have not talked with them since feb. 14th. That's when [redacted] sent a text threatening "legal" action if we did not get his phone to him repaired. We have attempted to bring this to a close, prior to the threatening text message. Legally, [redacted] has no recourse. He signed the "release of liability" form on our standard work order.
Sincerely
[redacted]
re-phone

I am rejecting this response because:
 
Yes we did threaten legal action. This has been drawn out to long. A phone that was suppose to take 24 hours to fix has been months.  It was weeks before we found out that the phone had to be sent to a company to be checked out.  Then we hear that they will replace it, and give us a used phone that did not work. I just want this to be done and over with.  It would be nice if the phone would just be replaced, but I think this company will just keep it going. It is amazing how the price keeps jumping all over the place on how much it was going to cost for half a new phone. It was never offered at the time that the replacement phone did not work. It was later in an email with three choices of what we wanted to do.
Sincerely,
[redacted]

Review: Dec.21,2013 we took my husbands Iphone5 to get the charge port replaced. At that time we were told that he would have it completed by the next day and if it wasn't able to happen we would get a call. Two days later we receive a call that they are working on it. Then we were told that the phone had a black screen and they were sending it out to Oklahoma for repairs. We get a phone call stating that the phone had water damage and was not able to be repaired. First off this phone has been in a case since day one and never exposed to water. This was three weeks out. Then we get a call that he had replaced the part and come get the phone, My husband went to get the phone, which was not his. The case was battered. The phone didn't work.We wouldn't except the phone because it was not ours. Sim cards just changed to different phone. We are now told that we have 3 options. One to send to another company for repair and maybe they can fix it. Two pay half for a new phone, or three come pick up all the part to our original phone. This is not acceptable!! The phone only needed a charge port replaced due to over use of.(common problem) with this phone. Now the logic board is ruined and we have to pay half for a new phone? I just want my phone repaired or a new one (replaced).Desired Settlement: replacement of phone with one that works.

Business

Response:

Re-phone just received a letter from the Revdex.com. It is concerning a repair that was taken in Dec, 21st, 2013. Most of what the statement of problem says is accurate. I can send you our work order repair form that clearly states.