Roanoke Cell Phone Repair

Review: I took my two s4 galaxy to have the lcd screens fixed on them on 10/15/15 the owner told me all he had was white screens he could fix my white phone but would have to order the black screen I said ok that's fine. He fixed the screen on the white phone. Told me the screen for the black one would be in tomorrow . I said ok. I called at 4pm on Friday he told me the shipping got messed up that it was at the post office but hadn't been delivered that he was going out there Saturday that it should be fixed than . I called Saturday still the same thing. Too call Sunday I called Sunday still phone not fixed. I called on Monday 10/19/2015 he said phone was ready I went to pick the black phone up it has a white screen on it I said what is this I ordered a black screen and this is not what I paided for he said the company sent him the wrong screen and that he gets phones in all the time and for me to call weekly to see if he has one and he would replace the screen at no charge He also asked me if I had my battery I explained to him it was sent here with a good battery. My son took the phone with him to school on Tuesday the phone screen would turn green when touched and would reset on its on. I called the store and told him what was going on he ask me to bring it out there I did on 10/21/15 for him to tell me nothing was wrong with the screen keeps putting the phone together and taking it apart messing with this and that than take another mother board puts in my phone to show me the screen worked fine. After being there 1hr and half I told him I had to take my son to the doctor I would call to find out when it was fixed. I called later that day he said his employer buddy has put the black screen on it and it was ready to be picked up. When I arrived on 10/22/15 and asked to pick the phone up I was to by his employer [redacted] that I could not have my phone I asked why it was paided for and it was mine she than gets very rude and has a very bad attitude with me and said I couldnt have it til after 2 I asked was wasn't I called and informed this. the owner walks in and said he was sorry he had court and he would get the phone for me. I watched him put the screen back on the phone. And tell me it doesn't work now. I asked why he had no explanation. I took my phone with me. I took my phone to another repair shop to find out what was wrong they informed me that what ever they did the mother board was now fried and the battery is no good. I have this in writing and I called the roanoke cell repair to explain what I have found out and they refuse to fix the issue. I also informed them that the white phone they fixed has no color on videos. I than contacted the Revdex.comDesired Settlement: Repair or replacement on the black phone and repair on the white phone

Business

Response:

I waited to respond as I was trying to work something out with the client first, unfortunately she will not agreed to come to shop. We have been as polite as we can, even dealing with her cussing at us. Since she will not come by to solve issue, I am we are now responding.First off, when we repair broken screens, most likely the phones have incurred some sort of damage, that is why the screen is broke, so we cannot be held liable for what other issues that may have occurred prior to them bringing the phone in. When repairing the screen on a phone, we do not even touch the motherboard. In regard to having another repair shop stating that the phone was damaged when repaired, there is no way another repair person could ever tell whether the damage was caused by repair, or caused by damaged occurred prior to bringing the phone in, so them saying that is just a competitor trying to discredit us. The customer even stated the screen was broken because the phone was thrown and hit the floor.As to the white phone, we repaired the phone, and it was working fine when she left the store and she was fine with it, so not sure what she is talking about as she never brought the white phone back in. As to the black phone, we did have problem with getting the right part in, so instead of just telling her we had not gotten the correct screen, we put on a white screen, and it was working. She came back and stated it was not working correctly, we replaced the screen with another one, it was doing the same problem. We tried the screens on other phones and the screens worked fine, so obliviously it was a non screen issue (again, we only replaced the screen, we did not touch the motherboard). We asked the customer if they want us to give her the money back. She knew the phone was not working when she left, and did not want her money back. Now 30 days later, she goes to another shop. During this time anything could have happen to the phone, if there was a real complaint she should have come back to us, or complain to the Revdex.com the day she left the store. Again, the white phone was working when she left the store, the black phone was not working when we left, she knew it, was not caused by any repair work we did, and she did not want her money back. We even fixed her boyfriend's phone at no charge just to show our interest in her problem.In addition, when she dropped off the phone she signed a waiver which states, "When servicing damaged devices, until device is opened and inspected, sometime additional damages may be detected, or a unit that was working, even though damaged, may stop working"We are still willing to see what is wrong with the black phone (the white phone is never a problem, if is is not working now, 40 days later, numerous things could have happened), even though when she left she stated she was shipping the phone back to US Cellular. We would request that if she comes back in that she respects our employees as the last time she was in she was belligerent and even threaten my employee.

Consumer

Response:

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.

Regards,

They NEVER offered my money back Too me and he knew something was wrong with the black and he was told something was also wrong with the white phone. The owner offered to replace charger port cover on my Husband phone for free because of the way his employer was acting And I'll want my phones repaired by samsung manufacturer the price to be paided by the roanoke cell phone repair

I've already had this much problems I want the manufacturer to repair and as far as the employee I did get a attitude back after she keep it with me. This is the last chance I am going to see if Revdex.com can resolve this issue with these phone before I take legal action I was treated very unfair with the service of these phones being fixed properly

Business

Response:

There were two or more people who witnessed these transactions and her comments. We will not pay for someone else to fix a phone we did not break. The customer brought in a broke phone that could have had multiple problems with the phone due to her own admission that the phone had been thrown. When the screen was fixed, which we have done this service 100s of times for others without incident, it was known the phone was not working. If the customer wants the screen fixed we replace the screen, but will not pay to have a part fixed that we did not break. Additionally, we will only fix the screen if the customer agrees to control her temper and not threaten, or cuss at our employees.

when you walk in,it is clean, peaceful and they give you a warm welcome.They are very honest and they stand behind their work. I would highly recommend Roanoke cell phone repair.

This business is great! I was visiting family in the Roanoke area and prior to heading back to PA I dropped my I phone and broke the digitizer/screen and damaged the on/off button. Not wanting to travel without I phone I drove to this shop and sat and waited while they repaired my phone. Honest people and reasonable prices. Highly recommend!!

Review: This cell phone repair company was supposed to repair ONLY my screen on my phone. At first they did do that. But I never got a phone call from them saying the repair was done. So I had to call them to find out. Them when I did call them, all of a sudden they had to replace something else and never called me to tell me they were doing this. Then after I told them to go ahead and replace it, again I never got a response back. So again I had to call them. Yet again when I call them to find out if the next problem was fixed, they say now the lock button wasn't working. At that point I just wanted my phone but couldn't get it because it was broke open from them working on it. So again I wait for them to call or something letting me know whats going on and yet again I had to call in to them. Now I had dropped my phone off on 8/7/15. Here it is 9/1/15 and they still have yet to fix my phone. So when I called them today, they told me that they weren't able to fix my phone. They said they couldn't fix the lock button. So here I am paying them 260 dollars to fix just a screen on a phone (which I know isn't that hard at all to do) and they took 2 and a half weeks to just do that, and Im with a phone that still won't work. So i'm out 260 dollars and without a working phone. So I do believe they need to either hire some new workers or go do some training or refund me for my time and patience I've had for them.Desired Settlement: I would like for them to again have some training or get new employees that actually know what they are doing and I would like a refund on everything.

Business

Response:

I would like to set straight the events regarding Mr. [redacted]'s experience with our business. It is true that Mr. [redacted] dropped off a phone to have repaired. When repairing cell phones, sometimes the extent of the damage is not known until the phone is taken apart. When Mr. [redacted] left he signed our agreement which clearly states "When servicing damaged devices, until device is open and inspected sometimes additional damage may be detected...."This is an old phone so we needed to order special parts. When repairing a cell phone, just like a car, sometimes you have to changed parts to figured out what is actually wrong. Since this phone is not parts we would stock we had to keep ordering parts trying new ones. One item Mr. [redacted] left off was that we loan him a phone to use while his was being repaired which is unusual.After trying many different parts we finally determined the phone was broke beyond repair and called him to pick up. I do want to make it perfectly clear, Mr. [redacted] was NOT CHARGE ANYTHING, HE PAID US NOTHING. It is unfortunate that if took longer than expected, but unless we had ordered every part possible initially and charged him for these parts, we repair based on our knowledge of repair. Had he had a newer or more popular phone, we may have had the parts in stock.By the way, our technician is one of the only school trained certified technicians in the area.I see no reason to refund him since we received no money from him.

Consumer

Response:

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.

I stopped by on 9/4/15 to pick up my phone. When I arrived to pick it up, the receptionist confronted me about the complaint I had filed with the Revdex.com. She was telling me how it offended her and her manager. As I was explaining myself and why I was so upset, she continued to get rude towards me about the whole situation. She had brought up how in my previous complaint, I had said that they had already taken the 260 dollars from me. I re-read the complaint I posted and no where in the complaint do I clearly say they had already charged me. I had said Ill be paying them 260 dollars for the work. While picking it up she did tell me that I will not be charged since they did not fix the issue. That was probably the nicest thing this company did for me. Again I would like to reiterate that all that was wrong with my phone from the beginning was the screen was cracked. When I picked my phone up on this day, not only was the screen not fixed but the screen wasn't even attached to the phone (I have pictures attached to show this), the device won't power on at all and from what they told me, "the power button won't work at all". Also the battery was bulging out of the phone and the back was halfway detached. So not only did they not fix the initial issue, but they created more issues for it from when I brought it in. At my point of view the device almost seems to be beyond repair. So today, 9/9/15 I went to another cell phone repair shop about a mile down the road from this company called [redacted]. One of the owners there looked over the device. He barely even pulled on the back of the phone and pulled it right off. From what he showed me, there was a strip that had a connecter attached to it and the pins built in looked broken along with the strip being completely detached from the actual phone itself. He also showed me the phone at a flat angle. He showed me how it was bulging. He then proceeded to explain to me that what causes that is the battery is expanding. So the original battery, that worked fine when I brought it in, they claimed they had to replace, they replaced it with either A: another "bad" battery or B: they messed up another battery and decided to just put it in my phone and not worry about telling me about that. The device I have is called the Moto X 2nd generation. It was released around the end of summer of 2014. Yes that was ALMOST a year ago. So its not the newest device out. But yet they repair iPhone 5 which came out in September 2012, iPhone 5s which came out in September 2013. Both are older than my phone. And yes they both are more popular than my phone. But before you go saying I have a old phone, do some research. I work in the mobile phone industry myself. I know that you CAN NOT get "certified" in Cell Phone Repair as you claim. There is no "School" you can goto to get actually trained in cell phone repair. You have the ability to go and get IT degrees and know about what you're working on. But don't lie saying you're certified when theres no way to do that and definitely don't lie saying you're the only repair shop able to do this kind of work when theres more than 3 shops with a 15 mile radius of your store.I dropped my phone off with [redacted] today. The owner said he's going to look into what he can possible do to repair the phone, if possible at all, and give me a response tomorrow (9/10/15). If my phone is beyond repair or is going to cost more than what the phone is worth to repair it, I believe with the damage Roanoke Phone Repair Shop has done, they should replace my phone all together.

Regards,

I brought my iPad air in there just to have the glass screen replaced. They had the iPad air for over three weeks. They stated they couldn't get the battery to die so after fighting for money money back for 3 weeks he finnaly gave me my money back he gave me my money back with the original screen all cracked up on it the screens not even glued back to the tablet anymore the tablet is no longer usable. The tablet when in working condition with a crack screen and now I'm not even power on. Worst place ever do not take any of your electronics there. I have pictures to prove it.