Smart Mobile

Hello there, We have been working back and forth with [redacted] to try and fit his needs, he originally brought the [redacted] to us on October 27, for a FREE diagnosticThe customer mentioned that he had taken the [redacted] to the [redacted] store and the problem was an IC Chip that had gone outI let customer know from initial diagnostic that the problem seemd to be the LCD that had gotten damaged, and that we would have to order one compatible with this model to confirm if this was the issueThe customer from the beginning was very demanding that he didn't want to pay over $for the repair, even though we let the customer know that this repair we charge $160, not including the digitizer which was also damagedBoth the digitier and LCD replacement would cost the customer $total with a discount, as the digitizer by itself costs $to rep [redacted] for this modelCustomer set his price at no more than $for the repair, and we tried to work with him, informing him we needed to confirm the issue first and it would take a few days to get the LCD part in stock to finalize diagnosticWe received the part and confirmed the issue with the customer, that indeed the repair the [redacted] needed was a new LCD and new Digitizer which would cost $total after parts and laborCustomer said he would get back to us, since the [redacted] wasn't his, he needed to check with the owner of the ***We waited for customer to let us know, having invested the parts on the ***Not hearing back from the customer after a few days we ended having to use the parts since we had the investment just sitting thereCustomer came to pick up the [redacted] since it was above the owner's budgetThen the customer brought the [redacted] back on November 25th, demanding to do the rep [redacted] for $and that he had to have it fixed in under a week's timeframe as the owner was leaving the country to Nepal in a weeks timeWe informed the customer we wouldn't be able to do the rep [redacted] at that price, as the parts themselves went over the $cost of the rep***We did research for the customer and found used parts, and were able to do the rep [redacted] for him for $150, and after going back and forth for a couple of days, customer agreed to do the rep [redacted] at $with used partsWe informed customer that since we had to order these parts, it would take 5-business days to arriveCustomer agreedWe received said parts and installed them on the device, and the LCD worked but unfortunately the Digitizer part didn'tCustomer was extremely upset and therefore we ordered a new part, at our cost, since the new part was more expensive than the used partsWe had to pay for expedited shipping as the customer really needed the deviceAt this point we were already losing money since customer was not willing to work with us with a new part, and expected us to have it done for same cost and as soon as possibleWe received new part and installed and finally had his [redacted] ready to goAt this point, the customer was trying to only pay $for repair, and we informed him we wouldn't be able to do that, and the customer became verbally abusiveWe ended up having to give him another $discount from the $150, so he ended up paying $for a $repair and on top of that gave us a lot insults and including calling us liars among other thingsWe did in fact apologize to customer throughout the process but feel this was a very demanding and abusive customer and would in fact not be able to refund anything back to him as we only charged him for the cost of the parts and nothing for labor

Complaint: ***
I am rejecting this response because:
This store and the guy who is respondind to this is bunch of lieI have a proof that they agreed to fix the *** *** for $initiallyI don't believe they can provide any of the invoices to prove that they infact paid what they have on thier argument to order the actual parts in orfer to fix the ***Show me the actual invoices?? They never ever apologize to me during my several visits to the store to pick up the *** as they promised and I had to come back empty handI was very patience with them during all the time, untill the last day when they denied to give the *** backI told them, I will complain this unfair business practice to Revdex.com and Federal Trade CommissionI wasn't verbally abusiveActually, the store should know what is customer service and the customer is always rightIf I was so demanding and they couldn't fix the *** for the set price of $120.00, they should have simply told me that couldn't fix it and return the device at first timeAnd, that never happenedIn my opinion, all these comments needed to be posted onlineSo, other customers won't be victimized by their unprofessional practicesThey should learn from their mistake and improve service
Sincerely,
*** ***

Hello there, We have been working back and forth with [redacted] to try and fit his needs, he originally brought the [redacted] to us on October 27, 2017 for a FREE diagnostic. The customer mentioned that he had taken the [redacted] to the [redacted] store and the problem was an IC Chip that had gone out. I let...

customer know from initial diagnostic that the problem seemd to be the LCD that had gotten damaged, and that we would have to order one compatible with this model to confirm if this was the issue. The customer from the beginning was very demanding that he didn't want to pay over $100 for the repair, even though we let the customer know that this repair we charge $160, not including the digitizer which was also damaged. Both the digitier and LCD replacement would cost the customer $200 total with a discount, as the digitizer by itself costs $80 to rep[redacted] for this model. Customer set his price at no more than $120 for the repair, and we tried to work with him, informing him we needed to confirm the issue first and it would take a few days to get the LCD part in stock to finalize diagnostic. We received the part and confirmed the issue with the customer, that indeed the repair the [redacted] needed was a new LCD and new Digitizer which would cost $200 total after parts and labor. Customer said he would get back to us, since the [redacted] wasn't his, he needed to check with the owner of the [redacted]. We waited for customer to let us know, having invested the parts on the [redacted]. Not hearing back from the customer after a few days we ended having to use the parts since we had the investment just sitting there. Customer came to pick up the [redacted] since it was above the owner's budget. Then the customer brought the [redacted] back on November 25th, 2017 demanding to do the rep[redacted] for $120 and that he had to have it fixed in under a week's timeframe as the owner was leaving the country to Nepal in a weeks time. We informed the customer we wouldn't be able to do the rep[redacted] at that price, as the parts themselves went over the $120 cost of the rep[redacted]. We did research for the customer and found used parts, and were able to do the rep[redacted] for him for $150, and after going back and forth for a couple of days, customer agreed to do the rep[redacted] at $150 with used parts. We informed customer that since we had to order these parts, it would take 5-7 business days to arrive. Customer agreed. We received said parts and installed them on the device, and the LCD worked but unfortunately the Digitizer part didn't. Customer was extremely upset and therefore we ordered a new part, at our cost, since the new part was more expensive than the used parts. We had to pay for expedited shipping as the customer really needed the device. At this point we were already losing money since customer was not willing to work with us with a new part, and expected us to have it done for same cost and as soon as possible. We received new part and installed and finally had his [redacted] ready to go. At this point, the customer was trying to only pay $100 for repair, and we informed him we wouldn't be able to do that, and the customer became verbally abusive. We ended up having to give him another $5 discount from the $150, so he ended up paying $145 for a $200 repair and on top of that gave us a lot insults and including calling us liars among other things. We did in fact apologize to customer throughout the process but feel this was a very demanding and abusive customer and would in fact not be able to refund anything back to him as we only charged him for the cost of the parts and nothing for labor.