Screenworks Cell Phone Repair

I just need a battery and a honest date of when to expect it

On 4/8/I took three devices; (a white iPhone 5, a black iPhone and a black and silver iPad mini), into the Screenworks located at ECampus DrThe white iPhone needed a new battery and screen, the black iPhone needed a new battery and the iPad mini needed a new screenI was notified on 4/9/that everything had been repaired and ready for pick upAfter receiving my devices I noticed the white iPhone was still not working and about two weeks after having the iPad mini the screen cracked againI then took the iPhone and the iPad mini into the Screenworks located at Bitwise Industries Van Ness Ave and spoke to the senior technician at that time which was [redacted] I was in communication with her back and forth in regards to both devices and she had told me it was going to take a while to get them repairedAfter a month or so of not receiving a phone call from [redacted] with an update on my devices I attempted to call her and leave phone messagesI nev

Hello This is an unfortunate situation but is far from anything described in the complaint This device was brought in on January for a diagnostic At this point the technician explained that based on the initial symptoms the customer was providing, if the device battery was not faulty, there could be an issue with the phones logic board The customer was also provided with our ticket sharing our disclaimer describing our diagnostic policy and a standard email explaining our policy was sent out as well to the email provided by the customer at the time the device was dropped off Our policy is as follows: Hi There, Thank you for dropping off your device to ScreenWorks.Our goal is to complete the repair within -hoursIn some cases it will be shorter or longerFor Water damaged devices and Diagnostics, it may take up to hours or longer for the repair to be completed**For all water damage treatments, payment must be received if device turns on after treatment regardless of any other technical issuesIf you choose not to pay for the full water treatment price after your device is revived then you will forfeit your device.ScreenWorks will not be responsible for any additional issues/damages that have not been identified by the customerWe will not be responsible for any defects in LCD's while attempting Glass Only repairsIn the event the LCD becomes defective during the glass only repair, the customer will have the option to purchase the full LCD to complete the screen repairOnce your device is repaired full payment must be received before the device is returned to the ownerYou must have your ticket or a Photo ID to pick up your deviceWhen your device is ready for pick up, you will be emailed an update.Did you know you can pick out an accessory or Tempered Glass screen protector for 20% off with any repair purchase.Sincerely, Screenworks Team On January 27th, the day after the device was dropped off the customer was given an update about the status of the device and the issues the technician was trying to identify Initially when given the quote for a battery replacement of 64.99, the customer declined any approval Our policy on parts we don't stock is as follows: any special order parts we do not carry in our regular inventory require a $non refundable deposit In isolated incidents such as this repair, if the customer is willing to approve the repair cost we would take the risk of ordering the part and ONLY charge the customer for the part if the device repair is successful This device is a LG Flex which we do not stock any parts for any LG models Without approval for the battery service we can not further diagnose the device thus leaving our diagnostic incomplete At this point the customer became upset that we didn't have a solution to her devices power issues and asked to speak with a manager After trying to explain our policies on special order parts and how a deposit is required to order them our team decided that it was in our best interest to overlook our policy and bring in a battery to satisfy the customer's complaints We can never guarantee shipping times as stated in our disclaimer and the customer would not except our estimate of 5-business days The battery was ordered on Monday January 30th When she called on Friday and was told the battery had not arrived she became very upset and demanded to speak with a higher authority At this time our General Manager called the customer on Friday night at 9pm as demanded by the customer She expressed her frustrations with our service At this point because of the hostility and concerns from the customer we informed the customer that we would do everything in our power to her part in as soon as possible On Monday our tracking updated and we informed the customer that the arrival date would be the following day per USPS She requested the tracking information at which point the employee she was talking to declined because of the attached information of our distributor which we do not expose to customers for obvious business practices At this point she became even more upset and requested to speak to the General Manager instead of the Store Manager She was informed that he was out for the day and was not feeling good Being that it was after hours when the request was made we informed her that he would be sure to contact her the following day When the battery arrived it was not the correct battery After verifying the mistake was made by our distributor and no mistakes were made on our part in ordering the batttery, we explained to the customer the situation and told her we would work on a solution to find a new battery as quickly as possible It was after this incident the customer became very aggressive calling both locations and questioning multiple employees about our policies and practices She called and spoke to both of our store managers at each of our locations, not informing them she was already a current customer in what we assume was an attempt to discredit our promise of shipping times She began calling our General Manager repeatedly without any messages or voice mails and became very disgruntled that she wasn't receiving immediate answers After a string of back to back calls she was informed by our general manager that she was being too aggressive with the phone calls and that if she would leave a return message we would be able to return her call since she was calling from a private number We have no solution for this customer at this point we aren't able to find a battery for her model of device and no money was ever collected for any order or service for the battery we were trying to locate for her device This has not been an acceptable answer for the customer and she has since left messages with the staff demanding a call from our general manager within minutes or there would be consequences We have gone beyond our way trying to come up with a solution to satisfy this customer, even as far as trying to locate, order and replace this battery free of charge and have only been met with aggressiveness, hostility and insults At this point we are terminating any further business with the customer

Hello,We're sorry that your service with us has been less that satisfactory All of our repairs come with a day warranty against any defects If your home button does not feel and your screen was replaced, you can bring your device in and it should be covered under our warranty If the touch ID is not working and it is determined that it was caused by our repair then it is no issue for us to resolve the issue, however if it is determined that the touch id was not caused by our repair we will not be able to take liability for the touch id It wont take much time to determine as we can read the device to determine the last time the touch id was working properly Please come in to either of our locations both open days a week You can call in and make an appointment to speak with either our General Manager [redacted] or our Store Manager Robert

I took my Tablet in to have repaired and they broke itWorst company ever and HORRIBLE employees and customer serviceI took my tablet to screen works on 7\21\2016; they said they have to order part and it would be $and they asked me to put a $depositA week passed and no call from themI called on Thursday 7\28\2016, he stated my part just got inI dropped it off and he stated about a half hour to hours it will be donehours later no callI called them back and spoke to Robert he stated I was given wrong price and incorrect price was qoatedHe stated they had to order another part and it would be $199.00, however for the error he would charge me $169.00, I was upset and wanted my tablet back he refused and called the general manager [redacted] [redacted] called me back apologizing saying he would charge me $148.00; he stated he could have done in hoursHe even called me back Friday morning stating the part was inThat was Friday 7\29\Still no response I

I took my phone Galaxy sedge to change the screen and it was in full working conditionThe store offers a lifetime warranties on their screen works if there is no physical damage done to the phoneafter a while which is almost months, the screen started glitching and not responding to the touchI took my phone back to the shop to look at it and they said that they would change the screen because it was a defective partThe phone stayed in the shop for around a week and when I got my phone back, the screen was not working very well Again, the screen was defectiveI took my phone back to the shop and I asked them if they have changed my screen and they said they didthey said that they would order a new screen and it would take another week or so to arrivea few days later I called the shop to ask about the status of my phone and the technician answered my phone call and said to me since I was not sure if they did change the screen for me they should not do business with me

They spent months messing with my phone after breaking it before finally replacing my phone with a suspicious "new" phone that was in a box that a new type of phone doesn't come with and came with an aftermarket chargerThey refused to tell me where they got it and the phone screen broke within days of me receiving itThey then proceeded to blame me for breaking it after bouncing me around for months replacing everything in the phone, the phones motherboard and then finally the phone itselfThey then told me that they would not refund me my initial purchase cost after promising a partial refund once they got me the new phone

On 4/8/I took three devices; (a white iPhone 5, a black iPhone and a black and silver iPad mini), into the Screenworks located at ECampus DrThe white iPhone needed a new battery and screen, the black iPhone needed a new battery and the iPad mini needed a new screenI was notified on 4/9/that everything had been repaired and ready for pick upAfter receiving my devices I noticed the white iPhone was still not working and about two weeks after having the iPad mini the screen cracked againI then took the iPhone and the iPad mini into the Screenworks located at Bitwise Industries Van Ness Ave and spoke to the senior technician at that time which was *** ***I was in communication with her back and forth in regards to both devices and she had told me it was going to take a while to get them repairedAfter a month or so of not receiving a phone call from *** with an update on my devices I attempted to call her and leave phone messagesI nev

This store is dishonest and stole my phoneI can't emotionally handle this level of corporate deceitfulnessI took my Galaxy to have the power port replacedI watched how to do it onlineIt looked VERY EASYSo I ordered the part onlineI should have done it myselfI took my part and my phone to this storeThey said $to put my part in my phoneI agreedThey called days later and said the screen was now brokenAt no time is the screen involved in the repairThe video was very clear about thatThey said it needed to be replacedNow the repairs are more than the phone is worthI know they lied about the screen to increase the cost of the repair or to keep my phone to resell itI could not go back because of how betrayed I felt

Botched service and refused to refund moneyRude customer service
They ruined my phone and refused to refund me for itThe screen was not replaced correctly and I was not told about a day warranty at time of receiptApple told me the phone was ruined and I had to buy a new one, and they took the old phone because I couldn't keep it with the replacementI went to Screenworks to get a refund on the botched job and they refused because I didn't have the old phone, even though I was legally unable to keep itThe employee was incredibly rude and treated me like I was stupid and that it was entirely my fault that the service on my phone was faultyHe claimed I could not speak to a manager and when I said I would file a claim with the Revdex.com, he gave me attitude about it without even trying to call the manager

I took my phone in to get the screen fixedthey told me $and about a week waitI agreedOne week later still no wordso I call to check on the statusI was told " We haven't started on it, but we will stay late and get it done." Another week goes bySo once again I call an was told " we haven't gotten to it, but we will stay late and finish it." That night they call me and say its done, I can come pick it upwhen I got there, not only was my phone dirty and filled with crud, they charged me $250, instead of the original agreed upon costmy phone wasn't charged when I picked it up, so there was no way for me to tell if my phone workedIt DIDNT work, now I'm $out and no working phoneVery unpleased with there work ethic and their ability to fix a phonewhen I went online to read reviews, I came across similar experiances!!! SCAM place

My phone stopped working one night and I took it to screenworks the very next dayI was told it would be a battery vsa mother board problem but they would need to need to keep the phone for 'diagnostics' for up to hours ($10)I did that and after the hours they said it would either be a battery or a motherboard problem - exactly the same thing as they said beforeI communicated that this is not alright, especially since their employee gave me a guarantee that they would have a confirmed answer for meThe next day I ordered the battery part for my phone from them and was given a guarantee that the battery would be delivered by that week end (latest Saturday, if not Friday)When I called them on Friday they said the shipment will not be in for another week (obviously they did not think it was necessary to inform me)That further annoyed me because I had been waiting for so long and was given incorrect information time and againThe manager of the place called me and spoke

I'm very disappointed in the cell phone screen repair service I receivedThe screen was replaced but the home button is now loose and will not accept my thumbprint to unlock the phoneThe phone did not have these issues prior to having the screen replaced by ScreenWorksWhen I returned to ScreenWorks for the faulty home button, I was told that the button issue was not included in the screen repairSince there was no problem with the home button prior to the replacement of the screen, I feel that the button should have been repaired by ScreenWorks at no cost to meAgain, I am very disappointed!

I took my Google Pixel 2XL in on February 2nd to fix my cracked screen One week later on February 7th my husband went in to pick up my phone and paid $ When using my phone that night I noticed that my speakers did not work on the device so I took my phone back in Screenworks told me they would take care of it and call me when it was readyI called every day for weeks and come to find out the tech had broke my phone completely They tried to fix it again and decided to refund my money and buy me a used phone that ended up being a Pixel XL When trying to use this device it did not work when talking to someone on the other line they couldn’t hear me and the media had no sound Before receiving the Pixel XL I was told numerous times by an employee to meet me at the store at certain times and he would never show up Now it is February 27th and I had a call from a screenworks employee that they could get me a new phone but they want the refund back I feel that the

The customer brought in a device that we did not have parts for in stockWe explained to her that this is a special ordered part and we will order the part from our vendor after the $deposit was paidOur distributor sent us the wrong part, and we made the mistake of misquoting the customerWe
updated her on what had happened and gave the customer the correct quote of $and offered a discounted price of $for the inconvenience
At this time her device was already opened up and was in preparation for the repairIf we put her old broken screen back on it the touch function would not have workedWe were waiting for the new screen to arrive from our vendorWe explained this to Stalina but she claims we broke her deviceIn actuality she brought the device in with a broken screen repair and once the screen is taken off the touch would cease to work for these tablet devices
The part became delayed due to our vendor's stating it's been backordered and out of stockWe explained to Stalina that we tried all other vendors but all vendors had the part backordered and we are trying our best to locate a part that was in stock In the soonest amount of timeIf our vendors are back ordered or out of stock there is nothing we can do at that pointIf we do not have the part in, we are not able to finish repairing the deviceBy this time Stalina was hystericalShe called in multiple times a day and began cursing and yelling at all of ScreenWorks employeesI have statements from each of my employees that they Stalina called in to verbally harass the staff using offensive languageRegardless of her rude and offensive behavior we still did our best to service herAt this time she was not being reasonable and demanded a brand new device or $
When the part came to be in stock and finally arrived from our Vendor, we fixed the device the same day and charged her only for the parts, and did not charge her for the labor portionOnce again we discounted the repair to parts only which was $There was a delay in the turnaround time of about One and half weeks which we take responsibility for and in result gave her the lowest discounted price available which her Husband agreed to pay
Sincerely,
ScreenWorks Management
***@goscreenworks.com (Business response.pdf)

I took my Tablet in to have repaired and they broke itWorst company
ever and HORRIBLE employees and customer serviceI took my tablet to screen works on 7\21\2016; they said they have to order part and it would be $and they asked me to put a $depositA week passed and no call from themI called on Thursday 7\28\2016, he stated my part just got inI dropped it off and he stated about a half hour to hours it will be donehours later no callI called them back and spoke to Robert he stated I was given wrong price and incorrect price was qoatedHe stated they had to order another part and it would be $199.00, however for the error he would charge me $169.00, I was upset and wanted my tablet back he refused and called the general manager *** called me back apologizing saying he would charge me $148.00; he stated he could have done in hoursHe even called me back Friday morning stating the part was inThat was Friday 7\29\Still no response I

Initial Business Response /* (1000, 6, 2016/07/25) */
On July 17th the customer [redacted] came into ScreenWorks asking for a refund for her repair. When asked what her reason was for wanting a refund, she explained that her phone ran an update and all of her apps stopped working, she then...

said that she had gone into apple and they told her that because the screen we installed was not an apple part the codes did not match and made her phone stop working.
We explained that what Apple told her was not true, Apple sales people are not trained technicians and are known to say anything to badmouth other repair shops and to put the blame toward someone else.
We asked her if she had her old device and she responded NO the apple store took it. We told her it is against ScreenWorks policy to issue any type of a refund with no parts/merchandise returned.
(There is no retail store that would give a refund if the customer does not return what they are asking a refund for.)
Our Manager explained to the customer our store policy for refunds and warranty. We have a 45 day warranty toward any defects that might occur. We would have gladly taken a second look at the device to resolve any issues. Customer chose not to bring back the device for it to be looked at again; rather she returned it back to apple and expected a refund from ScreenWorks.
Company policy for returns/ warranty are all stated on customer receipts, they are also emailed to every customer at time of check-in. We also have our store policy stated at our front counter in clear view.
Customer proceeded to disregard our store policies and any explanations we had and became rude and hostile toward ScreenWorks staff members. [redacted] became irritable upset when other customers in the store began to snicker at her actions.
ScreenWorks will take responsibility for bad customer service that may have occurred. It is not in our business practice to provide bad customer service and it is never tolerated. All staff members will be given a notice toward any future misbehavior toward customers using this case as an example.
If you have further questions please let me know.
Sincerely,
[redacted]@ goscreenworks.com XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2016/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ran the update on the phone due to the phone not working correctly when I got it back from Screenworks hoping that it would fix the issue. It then made the issue worse and Apple said that the motherboard was damaged and the codes weren't connecting properly due to the screen repair. When the warranty was called to my attention, the employee said the warranty was on the screen itself, so it still would not have fixed the actual problem with them phone. I became irritable when the employee refused to let me speak to a manager more than once and then began looking at other customers and making faces at them. I do not believe that it is good business practice to blame a customer for defending their personal property and integrity when the employee was rude to begin with. No one was snickering at all, so I don't know why that was included in the response.
Final Business Response /* (4000, 10, 2016/08/04) */
It is against our store policy to give a refund for something that is not returned. Our Store manager was off duty, the employee told you that he would be back on Monday and that his days off were Sat-Sunday. Being that it was his day off he could not speak to you. The manager is there Mon - Friday and would have been available to speak to you during the days he works.

Hello,We're sorry that your service with us has been less that satisfactory.  All of our repairs come with a 45 day warranty against any defects.  If your home button does not feel normal and your screen was replaced, you can bring your device in and it should be covered under our...

warranty.  If the touch ID is not working and it is determined that it was caused by our repair then it is no issue for us to resolve the issue, however if it is determined that the touch id was not caused by our repair we will not be able to take liability for the touch id.  It wont take much time to determine as we can read the device to determine the last time the touch id was working properly.  Please come in to either of our locations both open 7 days a week.  You can call in and make an appointment to speak with either our General Manager [redacted] or our Store Manager Robert.

(The consumer indicated he/she DID NOT accept the response from the business.)
That is defamation of character. I did not call non stop nor cuss at several employees as I have been accused. It took over 2 weeks to get the tablet back. And they blatantly lied to me and told me the tablet worked but refused to give me my tablet. Finally they gpt honest and said they put wrong part on screen and now my device didn't work. I did ask for a new one. They strung me along for sevwral days. Now my sd card is missing. I called and they said the could not find it. I had personal information on thst card. I will never get it back. I am requesting a full refund of the $129.00 + tax. Otherwise I will take them to court for defamation of character and losing my sd card. My picture is still not working properly. It freezes and blacks out. I do not trust them. Please have the refund me . Or they can go to court.
Ms. [redacted]