Screenworks Cell Phone Repair

Hello [redacted],Since the device was brought in already broken it will have a salvaged value. We completely acknowledge that our tech did make a mistake and messed up the ear speaker on your device. You requested that we pay off your phones remaining balance of $720 however a device with a salvaged title like your device currently has, is only worth $110 dollars according to “Gazelle.com” , however we are willing to give you the remaining balance of the $720 you need to pay off your device after you pay what you originally paid for a screen replacement of $369.24 towards paying off your phone and we can pay off the rest of the balance which adds out to a little over $350, so $240 over what your salvaged phone is worth. We are willing to pay this if we get our iPhone 6 loaner phone back and you pay back what you originally paid for the screen repair ($369.24)

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

[redacted] brought their smartphone - Google Pixel XL which
had a broken screen in for repair to the Fresno Location at ScreenWorks Cell
Phone Repair on 2-2-On 2-7-customer stated that he was low on funds and
asked me for an extra weeks to hold his device until he got his income tax so
I gladly understood and granted him weeks until a call back. On 2-8-Customer came in for pickup only to
find out that the ear speaker was not responding and she had to put it on speaker
to talkFrom that day the customer was given a loaner device on 2-9-which
is an iPhone device. When the phone was brought back in for a
rework for the ear speaker not functioning properly the phone was accidentally
damaged by our technicianCompletely acknowledging this we agreed to take care
of the customer with a replacement device or refund
We explained to the customer, In the case if a customer
brings in a broken device and we are unable to fix it, we can either provide a
refund or we can replace the device with a replacement model of the same kind. At this point the customer wanted a refund
which we honored. The issue is the
customer wants to keep the full refund and expects a replacement device on top
of it. That is against our store policy and
we cannot do both. We explained the
original repair cost of $would need to go towards the replacement device
cost. The replacement device total cost
is $720, we explained to the customer that Screenworks would cover the
difference amount of the replacement device along with a day warranty
The customer is being unreasonable and will not abide by our
Store policies which they originally signed for when dropping off their broken
device. Customer also has our loaner
device Iphone and has not returned it($value) Screenworks would be happy to get her a replacement device as stated in out store policy as long as customer is willing to put the original repair cost ($369) toward the Device replacement cost ($720)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12709373, and find that this resolution is satisfactory to me.A better resolution has resolved this issue at hand.A discount and new phone is what was decided.

Hello.  This is an unfortunate situation but is far from anything described in the complaint.  This device was brought in on January 26 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 24 -48 hours. In some cases it will be shorter or longer. For Water damaged devices and Diagnostics, it may take up to 72 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 issues. If 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 customer. We will not be responsible for any defects in LCD's while attempting Glass Only repairs. In 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 repair. Once your device is repaired full payment must be received before the device is returned to the owner. You must have your ticket or a Photo ID to pick up your device. When 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 $20 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 2 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 5-7 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 9 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.