R&M Gadget Repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I  went to this company in good faith needing my phone repaired and was given a 90 day warranty for my purchase, my screen repaired.  There was nothing wrong with the phone it self!I am trying to understand the warranty ... should a warranty be for a product purchased?    He NEVER explained this to me!  had he told me this verbally I would not have gone back wanting my phone repaired! I am convinced that had he at least meet me 1/2 way we wouldn't be in this situation.  I am still asking for a refund.. I had to pay additional $150  the product was faulty that is why it broke so easily.. This company has poor customer service and should not be in business.    
Regards,
[redacted]

[redacted] Hi [redacted],
 my Name is [redacted]. I have a cell phone and tablet repair business named R&M Gadget Repair. I am emailing you because one of my consumers, [redacted]...

was not happy with her purchase. [redacted] came in on 6/13/2014 to have her Apple iphone 5C screen repaired. Before and after every repair, I do a full checklist on the phone to check all components inside, to be sure everything is working. Therefor after the repair it is in the same working order as it was when it came in. The phone checked out just fine during both checks, as seen on my checklist that [redacted] printed and signed her name. On 7/13/2014 [redacted] came back into the store stating that [redacted] dropped her phone and broke her screen again. [redacted] thought that my 90 day warranty covered the broken screen. I simply told her that my warranty doesn't cover any Physical damage done to the screen. My 90 day warranty will cover workmanship  and defective parts. so [redacted] was disappointed and left. About 15 minutes later her mom comes in demanding that I fix her screen again or give her a full refund. I calmly told her that I cant because my warranty is voided by either ANY physical damage or water damage, as stated on my receipt and where [redacted] initialed next to. [redacted] mom said [redacted] would go to the Revdex.com about this matter, and here we are. In [redacted] statement [redacted] said that the screen had never been the same after the repair. Stating that the screen would hang up during a phone call and have issues with the call waiting. If [redacted] would have came back to me without the screen broken again and showed me the screen was defective, I would have replaced it with no questions asked. That is what my 90 day warranty covers. But because [redacted] dropped her phone and broke the screen, it voided my 90 day warranty. I have attached copies of the Invoice as well as the checklist. My invoice clearly states [redacted] gets a 90 day warranty on ALL repairs, But it also states right below it that ANY physical damage or water corrosion damage will NOT be covered under the warranty. [redacted] had initialed next to each one of those as I read them aloud to her and [redacted] read herself.  With all my iphone repairs I have a choice to buy refurbi[redacted]d, used, mid grade, or High Quality Parts. I buy all High Quality screens for my iphone repairs. Many customers believe that because the glass cracked its only the glass that has to be replaced. On ALL iphone screens you must replace the glass, LCD, and frame assembly, not just the glass. All iphone screens are assembled with a LOCA (optical adhesive glue) that hold together the glass and LCD display. You cannot just remove the glass and put a new one on, It is the complete screen assembly. Even High Quality parts can break when dropped, or by physical damage. I apologize [redacted] was not happy with her repair. I try my best to give good service and repairs. And am one of the few who really offer a better quality part and repair. I just want customers to know that they don't purchase insurance from me on their repairs.

Review: Took my cell phone in for repair 6-13-14 the glass on my iphone cracked.. it was repaired but never the same, while I would be on the phone it would hang up, problems with call waiting.I was given a 90 day warranty on ALL repairs. My complaint is on 7-13-14 I dropped my phone and the glass cracked again so thinking I had a 90 day warranty I took my phone back.. I was told the the warranty was not valid for the glass when that was what I had done... WHY ELSE WOULD THEY GIVE ME A WARRANTY? They refused to fix my phone.Desired Settlement: I paid 135.95 for the repair, and because The company didn't even take the time to even meet me half way, I want a full refund.. I believe the product was not what they claim it to be.

Business

Response:

[redacted] Hi [redacted],

my Name is [redacted]. I have a cell phone and tablet repair business named R&M Gadget Repair. I am emailing you because one of my consumers, [redacted] was not happy with her purchase. [redacted] came in on 6/13/2014 to have her Apple iphone 5C screen repaired. Before and after every repair, I do a full checklist on the phone to check all components inside, to be sure everything is working. Therefor after the repair it is in the same working order as it was when it came in. The phone checked out just fine during both checks, as seen on my checklist that [redacted] printed and signed her name. On 7/13/2014 [redacted] came back into the store stating that [redacted] dropped her phone and broke her screen again. [redacted] thought that my 90 day warranty covered the broken screen. I simply told her that my warranty doesn't cover any Physical damage done to the screen. My 90 day warranty will cover workmanship and defective parts. so [redacted] was disappointed and left. About 15 minutes later her mom comes in demanding that I fix her screen again or give her a full refund. I calmly told her that I cant because my warranty is voided by either ANY physical damage or water damage, as stated on my receipt and where [redacted] initialed next to. [redacted] mom said [redacted] would go to the Revdex.com about this matter, and here we are. In [redacted] statement [redacted] said that the screen had never been the same after the repair. Stating that the screen would hang up during a phone call and have issues with the call waiting. If [redacted] would have came back to me without the screen broken again and showed me the screen was defective, I would have replaced it with no questions asked. That is what my 90 day warranty covers. But because [redacted] dropped her phone and broke the screen, it voided my 90 day warranty. I have attached copies of the Invoice as well as the checklist. My invoice clearly states [redacted] gets a 90 day warranty on ALL repairs, But it also states right below it that ANY physical damage or water corrosion damage will NOT be covered under the warranty. [redacted] had initialed next to each one of those as I read them aloud to her and [redacted] read herself. With all my iphone repairs I have a choice to buy refurbi[redacted]d, used, mid grade, or High Quality Parts. I buy all High Quality screens for my iphone repairs. Many customers believe that because the glass cracked its only the glass that has to be replaced. On ALL iphone screens you must replace the glass, LCD, and frame assembly, not just the glass. All iphone screens are assembled with a LOCA (optical adhesive glue) that hold together the glass and LCD display. You cannot just remove the glass and put a new one on, It is the complete screen assembly. Even High Quality parts can break when dropped, or by physical damage. I apologize [redacted] was not happy with her repair. I try my best to give good service and repairs. And am one of the few who really offer a better quality part and repair. I just want customers to know that they don't purchase insurance from me on their repairs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I went to this company in good faith needing my phone repaired and was given a 90 day warranty for my purchase, my screen repaired. There was nothing wrong with the phone it self!I am trying to understand the warranty ... should a warranty be for a product purchased? He NEVER explained this to me! had he told me this verbally I would not have gone back wanting my phone repaired! I am convinced that had he at least meet me 1/2 way we wouldn't be in this situation. I am still asking for a refund.. I had to pay additional $150 the product was faulty that is why it broke so easily.. This company has poor customer service and should not be in business.

Regards,