Smart Device Repair

Smart Device Repair acknowledges customer complaints very activelyOur primary goal is to provide the best customer service and resolve any customer issues*** *** came into our location to get her iPhone 5c LCD replacedWe gave her a great deal and also gave her a home buttonI assured her
of our day warranty policy that covers our productShe came back a few days later with a cracked screen which is 100% physical damageI made it aware to her during the sale that the warranty does not cover physical damageWe went the extra mile and offered her another screen replacement at cost price which she declined to takeShe was also complaining about the home button which was working fine but we replaced that for her again since she was unhappyWe gave the customer other options that we did not have to offer but we want the customer to be happyThe customer got the same phone repaired numerous times before from other repair shopsOu r disclosure states that not all products are apple certified but we run quality control tests to make sure that it meets Smart Device Repairs quality controlWe can not offer the customer a refund because we did our part in repairing her phoneWe have her disclosure on file which states that it does not cover physical damages

Review: I went to Smart Device Repair seeking repair on a damaged iPhone 5c Screen after I spoke with the sales rep at the front desk as I asked were there any warranties if anything was to happen again to the phone within a time period he assured me yes and all the services were done with apple certified products and my phone was going to be fixed correctly within a 30 min time period. When I returned to my phone it was fixed satisfied with the work they had done I payed them the amount and left. A few days after I noticed that my screen was more fragile then before and the L.E.D behind the screen has begun to leak and my home button on the bottom of my phone was spinning when he assured me when I first came none of this would happen when I asked for proof that they were using apple certified products he could not prove what he said they told me there was nothing they could do and wanted to recharge me the full amount and claimed that I had done physical damage to the phone and there products had nothing to do with it.Desired Settlement: It is unfair that my phone is in worse condition than before and when I returned to the store they couldn't offer me any reasoning as to why my phone looks how it does and accused me of damaging the phone myself.

Business

Response:

Smart Device Repair acknowledges customer complaints very actively. Our primary goal is to provide the best customer service and resolve any customer issues. [redacted] came into our location to get her iPhone 5c LCD replaced. We gave her a great deal and also gave her a home button. I assured her of our 60 day warranty policy that covers our product. She came back a few days later with a cracked screen which is 100% physical damage. I made it aware to her during the sale that the warranty does not cover physical damage. We went the extra mile and offered her another screen replacement at cost price which she declined to take. She was also complaining about the home button which was working fine but we replaced that for her again since she was unhappy. We gave the customer other options that we did not have to offer but we want the customer to be happy. The customer got the same phone repaired numerous times before from other repair shops. Ou r disclosure states that not all products are apple certified but we run quality control tests to make sure that it meets Smart Device Repairs quality control. We can not offer the customer a refund because we did our part in repairing her phone. We have her disclosure on file which states that it does not cover physical damages.