Smart Phone Repairz, LLC

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** As directed by the email, I called up Smart Phone Repairz to dayThe guy over the phone said that the information I provided is incorrect and they won't do the repair Only after repeatedly telling and saying that its through Revdex.com, he has asked me to bring the phone on Friday 09/12/at AM I am going to accept this response only, if you guys address this issue Thanks, -***

With this costumers complaint; everything was explained in detail before they had intitially dropped off the deviceWe had gone over the promotional value and explained we could redeem the expired groupon but that there would be a remaining balance because it was indeed expiredWe also acknowledge that customers have a month time frame to redeem the grouponThe fact that [redacted] intentionally let it expire falls as a fault on her part and not oursNow with repairs we always explain cost and time frames for devicesSo she had one of two options: 1.) Agree to repairs on pricing and time frame by signing our contract or 2.) she would be more than welcome to find another alternative for repairs if she didn't ike pricing or expected wait periodsAt this point it appears that no matter the outcome of the repairs, whether they had been fair or great, [redacted] was going to come in and leave regardless, carrying a negative attitude about our company because of her prior investigation of the company's internet reviewsSo I ask, why not use her better judgment by getting a refund through groupon and avoiding our repair shop altogether? The fact of the matter is she went ahead with repairs, agreed with prices and wait periods by signing our contractNow when [redacted] came in to pick up her device and we asked for the remaining balance, she literally claimed to be oblivious to the information that was spoken to her initially which was completely bizarreHere at Smart Phone Repaiz our policy is concrete and no level of stupidity can break thatIm assuming she played like she knew no better to try to get around the remaining balance still dueShe then left to be able to debate the issue with management come MondayWhen her husband came to pick up the device Monday morning to speak with our manager he was completely hostile while she was trying to explain the procedure and solutions to his problemHe literally kept yelling "I DON'T CARE, I DON'T CARE, I DON'T CARE ABOUT POLICY" Had he taken the time to stay calm and speak properly to our manager he would have learned the details on how we go about accepting expired grouponsOur contracts state in our groupon section that the merchant is responsible for permitting you to redeem the voucher for at least the amount paid, even after the promotional value has expiredHowever additional fees may apply due to lost promotional valueThis would apply in his case In conclusion, the contract was signed and the services were executed perfectlyAt this point our business is thriving, we are aware of negative comments such as yelp, but maybe she should have taken our Facebook into considerationWe wouldn't have over thousand likes and numerous positive comments if we weren't doing our job at a satisfactory levelDealing with any future issues with this specific customer including losing her family as repeating clients, is a risk we are willing to take

Complaint: I am rejecting this response because: He of course is going lie and think thats unfairthey ruined an expensive phone and charged me for doing itthen didnt even have the decency to come out and talk to meIf the mother board would have been destryoed the phone wouldnt even have rang at alli woulf like them to know that people like me work hard for I have thank you for your time Regards, [redacted] ***

Smart Phone Repairz-Corpus Christi [redacted] To whom it may concern: Response to claim ID [redacted] filed on 6/22/The complaint issued to our company regarding a problem with a device's wireless network connectivity was initially handled in person on 6/19/The issue presented was from a phone that was repaired before the month of March, this is known due to no service contract on file for the customer within the allotted day warranty we offerAfter the three months are up, we dispose of expired contracts and only retain customer name information for repeat customer trackingThe complaint filed claims several issues: We refused service We purposely "screwed him out of" $ We are responsible for their wireless connectivity not working In response to these claims, additional information provided by the claimant should be noted as evidence to support our position Although we have the right to refuse service to anyone, we try to take in every order we can for it is a means of income that helps our business growThe only time we do not serve a customer is if they are aggressive and threatening, or demanding that they receive free service even if warranty is voided or expiredThis case was not of refusal of service, but refusal of free service for an issue not covered under warranty The attack on our ethics, "screwing them out of" $is completely unfoundedThe claimant is the mother of the customer that came in, a young adultEven with warranty being expired, a receipt is still needed for returns/and or additional work on deviceThe claimant clearly states that the customer disposed of the receipt due to their thinking a receipt is never necessary and a service provided will always be 100% done rightWhile we aim to make our service as good as possible, having a 100% success rate is impossibleAlthough, not having a receipt and waiting until the warranty is expired to attempt to receive free service for services rendered months prior is unacceptable and unfounded in argumentThe service was provided and functioned accordingly for presumably at least three months, the $charge is then valid and any additional issues with the device will be treated as a new transaction As noted in service contract, we provide a day warranty of technical issues on parts installedWe are not responsible for physical damage or for issues stemming from said physical damageAs stated, the warranty had expired thus resulting in treating the situation as a new transactionThe customer assuming this as a refusal of service is determined by the customer's wishes on how the situation should be handled, not the facts and methods of operation as outlined by our service contractThe customer inspects and approves the service on the phone, signs off on the contract and at that moment we are not liable for physical damageWe acknowledge that problems may surface at a later time rather than immediately after the fix, but those instances are rare and far and few betweenFor that reason, we have the warrantyUnfortunately for the customer and claimant in question, the situation does not fall under warrantyAdditionally, claims that we do not care about repeat customers are unfounded and untrueWe are working towards establishing a repeat customer reward system, initiated by keeping track of each customer we servedA situation not fitting under our warranty is not cause to claim refusal of service or bad business ethics, it's simply a customer's refusal to accept responsibility for their role in the device needing fixing and record-keeping failuresWe gladly help anyone who comes to us seeking our services, and help many people every day under our warranty protectionWe understand a customer's desire to receive a free service, and we do grant those under warranty, but in this instance with all the information provided we have fulfilled our part of the service contract and thoroughly addressed the reasons why we will not render free services to this claimantThank You, [redacted] Smart Phone Repairz Customer Service Director Assistant Director of Human Resources [redacted]

Regarding Mr***'s
complaint towards his Samsung Galaxy Sdevice:
On behalf of Smart Phone Repairz, I do apologize for the time frame that Mr
*** experiencedHowever I did notify him that packaging to China is so hit or
miss and that it would take a
solid weeks for it to be back and also added
how the postal system is simply out of our controlHe agreed to the terms and
we disassembled his phone and sent it to an affiliate in ChinaI can
personally take responsibility for the lack of communication between the staff
and Mr***I would like to share that we deal with 100's of customers monthly
and yes, sometimes things get overlookedBut typically we call you when your
phone is ready for pickupBut to go as far as reporting that you were afraid of
losing the device all together as if Smart Phone Repairz were thieves, is
absurdTechnically a broken phone that was completely non functioning came
into our storeWe provided a service that would potentially get the phone up
and running (which we did) we replaced Mr***'s LCD + Digitizer Screen and his
Dock (which is the reason we sent it to China, only because we are unable to
perform the welding at our facilityMr*** came to the store timesOnce
with his wife when it had been an estimated 3-days after the
"2-week" time frame had passed and I, Nat***e, the manager personally
told him the status of his deviceAt the time the device simply had not hit
our store yetSo as we do not control the postal system we were playing the
waiting gameNow between this time and the second time that I personally saw
Mr*** (this time with his son and wife) unbeknown to me, Mr***'s device had
been received, reassembled, reported unresponsive, disassembled and resubmitted
to ChinaI can take fault for not being kept in the loop over this
situationHowever, in my defense I was in San Antonio opening up our new store
and was not physically working in the Austin location around this time
I reported to Mr*** the notes the technicians had left and simply could only apologize
that the status was not delivered to himI even went as far as giving Mr*** my
personal cell phone number so he could reach me at his convenienceOnce we did recieve
Mr ***'s phone once again it was not functionally properly and as we kept troubleshooting
we discovered he needed a new battery for the sto be able to function at 100%
At this point I knew how impatient Mr*** was and so I offered to throw in the battery
for free ($product) to apologize for the time frame he had to deal withI even
offered to mail the device to him so he wouldn't have to make the trip to the store
All in all I want to make it clear that Mr*** had a device that was non functioning that he brought
to us and WE DID our job and got the repairs doneI hope Mr*** is using his Sright now!

On Sep 28th *** *** dropped her phone off
due to her LCD not touching
We took it in for warranty/troubleshoot because we offer a
warranty on our product screens for daysThinking she had a defective part we
examined her device and upon an analyst we
discovered her LCD was physically
damagedTherefore voiding out any warranty with usUpon disassembling her
phone we also noticed her phone was showing signs of Motherboard damage
probably due to her physically damaging her LCDSince we do not deal with
Motherboard damage we had to reassemble her phone along with her screen she
originally purchased from usSince she did damage her LCD we knew she would
not be able to get a refund back because she signed a legal binding contract
that states “Smart Phone Repairz is not held responsible for any additional
damages beyond the initial repair.” And “ Smart Phone Repairz is not held
responsible to any damages done to the phone once I have left the premisesI
understand that I will be liable for all other additional fees.” So upon the
day of coming back to pick up her device our receptionist had to explain to her
what was wrong with her phone*** *** then asked for a refund and our
receptionist explained to her that she voided her warranty with us, therefore
could not get a refundShe then asked for the information on the tech who
worked on her phone but by employee policy our receptionist is not allowed to
provide any personal information to the publicShe then gave *** a email to
our corporate office which was [email protected]
and explained that she could contact them and explain her situationTherefore
voiding out any warranty with us tooBecause of this, we are unable to offer
any type of warranty on the product after we replaced this part

Complaint: ***
I am rejecting this response because: after taking it in again (after my out-of-state vacation) and after hearing for the first time that there was water damage on my phone, your repairmen messed up my phone yet again - it now glitches EVEN WORSE than it did after just the screen was repairedI came in with one problem, left with about and now have Irreparable and unacceptableI will be telling this story publicly to all friends, family and strangers in San AntonioI will be writing a *** review so that no one else will have these issues when dealing with your business.
Regards,
*** ***

Regarding
Mr***'s complaintOn behalf of Smart Phone Repairz I, the General
Manager, am giving my Lead Technician the duty of personally handling
your deviceI apologize about the inconvenience of the drive and the
inconvenience of having your screen discolored
The series of events
were documents through your story here and also with the staff at the
Austin LocationI am making the call, if you would, please return the
device on a day that you have some time to bring the ** back to us Make a
Call Ahead at least hours as the Lead Tech travels between
locationsWe can set up a time to get you in and out and would like to
get this squared away for you at no cost
I am acknowledging the fact that you took initiative to say something
in a timely manner, which I appreciate, as most complaints happen after
long periods of time and with more time leaves for room for error on the
customers side of thingsThank you for coming to our
establishment. Smart Phone Repariz values it's customers and we look
forward to performing the work to your satisfaction

Just wanted to notify the Revdex.com that the problem had been resolved finally .. my phones part magically came in and was fixed on June 17th, 2014 Thank you for your help

Smart Phone Repairz-Corpus Christi [redacted]
[redacted]
[redacted] To whom it may concern: Response to claim ID [redacted] filed on 6/22/2015 The complaint issued to our company regarding a problem with a device's wireless network connectivity was initially handled in...

person on 6/19/2015. The issue presented was from a phone that was repaired before the month of March, this is known due to no service contract on file for the customer within the allotted 90 day warranty we offer. After the three months are up, we dispose of expired contracts and only retain customer name information for repeat customer tracking. The complaint filed claims several issues: 1.     We refused service. 2.     We purposely "screwed him out of" $65 3.     We are responsible for their wireless connectivity not working In response to these claims, additional information provided by the claimant should be noted as evidence to support our position. 1.     Although we have the right to refuse service to anyone, we try to take in every order we can for it is a means of income that helps our business grow. The only time we do not serve a customer is if they are aggressive and threatening, or demanding that they receive free service even if warranty is voided or expired. This case was not of refusal of service, but refusal of free service for an issue not covered under warranty. 2.     The attack on our ethics, "screwing them out of" $65 is completely unfounded. The claimant is the mother of the customer that came in, a young adult. Even with warranty being expired, a receipt is still needed for returns/and or additional work on device. The claimant clearly states that the customer disposed of the receipt due to their thinking a receipt is never necessary and a service provided will always be 100% done right. While we aim to make our service as good as possible, having a 100% success rate is impossible. Although, not having a receipt and waiting until the warranty is expired to attempt to receive free service for services rendered months prior is unacceptable and unfounded in argument. The service was provided and functioned accordingly for presumably at least three months, the $65 charge is then valid and any additional issues with the device will be treated as a new transaction. 3.     As noted in service contract, we provide a 90 day warranty of technical issues on parts installed. We are not responsible for physical damage or for issues stemming from said physical damage. As stated, the warranty had expired thus resulting in treating the situation as a new transaction. The customer assuming this as a refusal of service is determined by the customer's wishes on how the situation should be handled, not the facts and methods of operation as outlined by our service contract. The customer inspects and approves the service on the phone, signs off on the contract and at that moment we are not liable for physical damage. We acknowledge that problems may surface at a later time rather than immediately after the fix, but those instances are rare and far and few between. For that reason, we have the warranty. Unfortunately for the customer and claimant in question, the situation does not fall under warranty. Additionally, claims that we do not care about repeat customers are unfounded and untrue. We are working towards establishing a repeat customer reward system, initiated by keeping track of each customer we served. A situation not fitting under our warranty is not cause to claim refusal of service or bad business ethics, it's simply a customer's refusal to accept responsibility for their role in the device needing fixing and record-keeping failures. We gladly help anyone who comes to us seeking our services, and help many people every day under our warranty protection. We understand a customer's desire to receive a free service, and we do grant those under warranty, but in this instance with all the information provided we have fulfilled our part of the service contract and thoroughly addressed the reasons why we will not render free services to this claimant. Thank You, [redacted] Smart Phone Repairz Customer Service Director Assistant Director of Human Resources [redacted]
[redacted]

In regards to,
Ms. [redacted]’s complaint. I understand her hopelessness through the process of
her phone repair as sometimes it can be frustrating. First and foremost, our
customers need to realize they are definitely taking a risk opening up their
phones...

regardless. Mind you, we are performing a service that their Provider
will not. Providers are aware of the struggles involved when repairing
technical devices. Which is the reason they simply provide their customers with
a “refurbished” phone. Ms. [redacted], although she has been patient, I also do feel
it is unacceptable for her to be walking around with a non-functioning
phone.  However, the ultimate matter
comes down to situations involving software and water damage issues. There was
no notation of water damage issues for the initial repair because simply at
that time there were no physical signs of damage ie. Corrosion or water
markings that have gone off. . We do have in our policy for our technicians to
submit notes on the customers contract.
Our company
policy for contacts, which Ms. [redacted] signed states:
-Smart Phone Repairz is not
held responsible for any additional damages beyond the initial repair.
-Smart Phone Repairz is not
held responsible to any damages done to the phone once I have left the
premises. I understand that I will be
liable for all other additional fees.
-Smart Phone Repairz allows me a max of 30 days after the repair date to
pick up the device. After 30 days I forfeit
the rights to the device and it is no longer my property. As 90% of repairs
are completed same day.
-Smart Phone Repairz cannot be held liable for any data deletion from the
device.I understand that it is my responsibility to back-up my device beforehand.
Due to situations beyond one’s control it may occur upon repair and I am giving
my consent to proceed with those repairs.
-Smart Phone Repairz does not hold
warranty on parts used on water damage devices. I acknowledge that I am
liable for allowing the technician to open my device for repairs and I understand there are no guarantees when
working with water damage devices. Due to situations beyond their control
it may occur upon repair and I am giving my consent to proceed with those
repairs.
-Smart Phone Repairz does not allow refunds or exchanges on labor or
parts, I understand that my sale is
final.
-Smart Phonre Repariz allows 6-month warranty on all Apple parts.
Excluding LCD
-Smart Phone Repairz offers 30-day warranty on all digitizers. I
understand this is only valid if the defective part     
(1)  has been within the 30 day window (2) was replaced by SPR (3) has a
non-cracked screen.
I,
__________________________________(Buyer) hereby acknowledge that on
____________(Date) I was provided with a clear understanding of the terms
listed above and give my consent to Smart Phone Repairz to operate on my
device. I also understand that I am liable for all other damages post the
opening of this device and it is by
choice that I am allowing the phone to be taken apart for repairs
 
Now, we also state in our
policy that once the phone leaves the premises we are not held responsible for
damages beyond the initial repair. We can and will always take a second look to
see if there is a disconnect somewhere or if maybe the part needs to be swapped
out (as every phone repair is different however routine the repair may be). At
the same time I cannot vouch for Ms. [redacted] on the water damage issue, as I
was not with that device 24/7 the 2 weeks she was away in another state on
vacation. This is simply the reason why we put it in the contract policy
because it is too often a customer comes in for a repair with no water damage
and then hours days weeks months later they expect for the initial report of
their phone to still hold true. Unfortunately, once water damage does comes
into play it does become harder for phones to respond to repairs. The screen
could have been swapped out because it was indeed unclacked however the new
evidence of water damage during this visit voided her warranty guaranteeing her
non-payment. But at this point any further repairs Ms. [redacted] will be liable
for.

On behalf of Smart Phone Repairz and its customers I, [redacted], General Manager would like to first and foremost state that it is our job at Smart Phone Repairz to fix what is brought through our door not sabotage nor compromise the integrity of...

a customer’s device.   Day One Initially on 3/22/2015 [redacted] brought her phone in on a Sunday and spoke with our front of house staff member [redacted] said Ms. [redacted]’s demeanor was normal. She allowed [redacted] to perform the Smart Phone Repairz checklist and signed the Smart Phone Repairz contract allowing our technicians to repair her phone.  The Smart Phone Repairz policy that Ms. [redacted] signed is listed below.     I, ________________________________have read the Terms and Conditions that will apply to the service of the product rendered; Smart Phone Repairz does not offer refunds or exchanges.  ALL SALES ARE FINAL. Smart Phone Repairz is not held responsible to any damages done to a device. I understand that I will be liable for all other additional fees. My replacement part may be covered by a limited warranty. Smart Phone Repairz, at its sole option, MAY: (1) repair (2) exchange or (3) return the original parts to the device and offer a refund, only if there is NO PHYSICAL OR COSMETIC DEFECTS TO THE SCREEN such as cracks or scratches & must be within the warranty window. Replacement parts for Apple devices carry a ninety (90) day warranty from date of service. Replacement Digitizers for screens carry a thirty (30) day warranty from date of service. NO WARRANTY ON BATTERIES, GLASS, WATER DAMAGED DEVICES or LCD’s. BACK UP YOUR DATA! Smart Phone Repairz cannot be held responsible for software mishaps upon disassembling any device. Smart Phone Repairz, its management, employees and its agents are NOT LIABLE of any fault for hardware or software failures on any device during service and ALL OTHER DAMAGES OR LOSS that arise after opening the device, as they cannot know what has happened to a device before it comes into their service center, e.g., physical damage, unknown liquid damage, or unknown software issues, etc. I agree to a thirty (30) day grace period Smart Phone Repairz provides to pick up my device. If after thirty (30) days, I have not picked up my device, I forfeit all rights to this device and it shall become the property of Smart Phone Repairz. I have a clear understanding of Smart Phone Repairz Terms and Conditions and give my consent for Smart Phone Repairz to operate on my device.   ________________________________________                    ...⇄ ________________________________________             Signature                                         ...⇄             Date       Ms. [redacted] then paid $80+tax for a glass replacement for a T-Mobile Galaxy S5. (There is no warranty on cracked glass) Ms. [redacted] qualified for our in-store discount, which allowed us to cut the price in half allowing her to keep her original LCD and digitizer.   The repair was a success and Ms. [redacted] once again signed the Smart Phone Repairz contract and left our service center.   Day Two [redacted] had the misfortune of handling Ms. [redacted]s dispute the next day. Ms. [redacted] came into Smart Phone Repairz at approximately 10:29. Mr. [redacted] checked in Ms. [redacted] for a troubleshoot. We at Smart Phone Repairz  appreciate when customers come back as soon as possible for malfunctions post repairs. As long as the customer has not compromised the Smart Phone Repairz  policy we are more than pleased to help for free. Unfortunately, like most cellular providers; cracks void warranty. Ms. [redacted]’s returned to Smart Phone Repairz  with a reported “tie-dye” screen. Mr. [redacted] should have immediately told Ms. [redacted] that her LCD had been compromised. Smart Phone Repairz  does not hold any warranty on LCD’s replacements nor does the glass that we repair hold any warranty. I would like to formally apologize on behalf of Mr. [redacted] for giving Ms. [redacted] false hope that Smart Phone Repairz was going to fix the LCD damage for free. As soon as Mr. [redacted] reviewed her contract he noticed that she had signed off on a successful glass replacement. Once the S5 made its way to our technicians they began to inspect the screen and saw that the glass they had replaced was in tact and looking great. However once they lifted Ms. [redacted]’s screen to get to the source of the problem they noticed her LCD had a crack in. How does glass crack? Most often it’s due to impact. Upon delivering this news to Ms. [redacted] and letting her know that because there was a crack in her LCD there would be nothing that we could do to help her without there being a charge. We restated our policy and let her view her original contract. And even gave the GM a call to come in because Ms. [redacted] became erratic and vulgar in conversation. She began insulting our staff members and yelling inappropriately. She even told our Smart Phone Repairz employee [redacted] if was going to hit her. “Do you wanna hit me?” was Mr. [redacted]’s statement on the subject at hand. He couldn’t believe a grown woman was acting this way. (Smart Phone Repairz staff members that day are from the ages 18-22yrs old and Ms. [redacted] was a threatening customer. Mr. [redacted] responded to Ms. [redacted]s threats by saying he would be more than happy to call the cops to help her out.   In short Ms. [redacted] singed the Smart Phone Repairz contract agreeing to policy and procedure. I, [redacted] received a call from my staff to come in that there was an  “irrational woman” in the store cussing out Mr. [redacted] in the front and was being completely aggressive and inappropriate in conversation. When I showed up I dealt with Ms. [redacted] first hand. As she apparently had left the store and then once more returned. I feel that she was composed in a high strung manner when talking to me. She did not act erratic and I did sympathize to her situation. I also offered her the option of going against policy to replace her LCD for free had there been no crack on it. I told her that I could have returned that to our dealer and said the part was compromised however because she had physical damage to her screen that was evidence in itself of impact and replacing her screen for free and sending that part off for a refund was no longer an option. I also explained to her that sometimes things happen out of our control and we do own those mistakes. As I was giving Ms. [redacted] an example explanation involving a compromised LCD she immediately jumped on my words to use it to her advantage. Yes, Purple Hues may sometimes appear on your LCD if the LCD was overheated, however, that purple hue will show up immediately. In fact, it would have never made it into Ms. [redacted]’s hands. We would have owned the mistake and fixed it asap.  I also re-read the Smart Phone Repairz policy and warranty guidelines and let Ms. [redacted] know that once she received her phone, signed off on it and left the premises, any further damage to her phone, she would be reliable for. Even though Ms. [redacted] executed a disgusting, degrading conversation  insulting my Smart Phone Repairz staff, I was impressed with the way they handled the customer conflict by staying professional within the Smart Phone Repairz  guidelines and by remaining cool calm and collected.

With this costumers complaint; everything was explained in detail before they had intitially dropped off the device. We had gone over the promotional value and explained we could redeem the expired groupon but that there would be a remaining balance because it was indeed expired. We also acknowledge...

that customers have a 3 month time frame to redeem the groupon. The fact that [redacted] intentionally let it expire falls as a fault on her part and not ours. Now with repairs we always explain cost and time frames for devices. So she had one of two options: 1.) Agree to repairs on pricing and time frame by signing our contract or 2.) she would be more than welcome to find another alternative for repairs if she didn't ike pricing or expected wait periods. At this point it appears that no matter the outcome of the repairs, whether they had been fair or great, [redacted] was going to come in and leave regardless,  carrying a negative attitude about our company because of her prior investigation of the company's internet reviews. So I ask, why not use her better judgment by getting a refund through groupon and avoiding our repair shop altogether? The fact of the matter is she went ahead with repairs, agreed with prices and wait periods by signing our contract. Now when [redacted] came in to pick up her device and we asked for the remaining balance, she literally claimed to be oblivious to the information that was spoken to her initially which was completely bizarre. Here at Smart Phone Repaiz our policy is concrete and no level of stupidity can break that. Im assuming she played like she knew no better to try to get around the remaining balance still due. She then left to be able to debate the issue with management come Monday. When her husband came to pick up the device Monday morning to speak with our manager he was completely hostile while she was trying to explain the procedure and solutions to his problem. He literally kept yelling "I DON'T CARE, I DON'T CARE, I DON'T CARE ABOUT POLICY".  Had he taken the time to stay calm and speak properly to our manager he would have learned the details on how we go about accepting expired groupons. Our contracts state in our groupon section that the merchant is responsible for permitting you to redeem the voucher for at least the amount paid, even after the promotional value has expired. However additional fees may apply due to lost promotional value. This would apply in his case.  In conclusion, the contract was signed and the services were executed perfectly. At this point our business is thriving, we are aware of negative comments such as yelp, but maybe she should have taken our Facebook into consideration. We wouldn't have over 10 thousand likes and numerous positive comments if we weren't doing our job at a satisfactory level. Dealing with any future issues with this specific customer including losing her family as repeating clients, is a risk we are willing to take.

Smart Phone Repairz-Corpus Christi [redacted]
[redacted]
[redacted] To whom...

it may concern: Response to claim ID [redacted] filed on 6/22/2015 The complaint issued to our company regarding a problem with a device's wireless network connectivity was initially handled in person on 6/19/2015. The issue presented was from a phone that was repaired before the month of March, this is known due to no service contract on file for the customer within the allotted 90 day warranty we offer. After the three months are up, we dispose of expired contracts and only retain customer name information for repeat customer tracking. The complaint filed claims several issues: 1.     We refused service. 2.     We purposely "screwed him out of" $65 3.     We are responsible for their wireless connectivity not working In response to these claims, additional information provided by the claimant should be noted as evidence to support our position. 1.     Although we have the right to refuse service to anyone, we try to take in every order we can for it is a means of income that helps our business grow. The only time we do not serve a customer is if they are aggressive and threatening, or demanding that they receive free service even if warranty is voided or expired. This case was not of refusal of service, but refusal of free service for an issue not covered under warranty. 2.     The attack on our ethics, "screwing them out of" $65 is completely unfounded. The claimant is the mother of the customer that came in, a young adult. Even with warranty being expired, a receipt is still needed for returns/and or additional work on device. The claimant clearly states that the customer disposed of the receipt due to their thinking a receipt is never necessary and a service provided will always be 100% done right. While we aim to make our service as good as possible, having a 100% success rate is impossible. Although, not having a receipt and waiting until the warranty is expired to attempt to receive free service for services rendered months prior is unacceptable and unfounded in argument. The service was provided and functioned accordingly for presumably at least three months, the $65 charge is then valid and any additional issues with the device will be treated as a new transaction. 3.     As noted in service contract, we provide a 90 day warranty of technical issues on parts installed. We are not responsible for physical damage or for issues stemming from said physical damage. As stated, the warranty had expired thus resulting in treating the situation as a new transaction. The customer assuming this as a refusal of service is determined by the customer's wishes on how the situation should be handled, not the facts and methods of operation as outlined by our service contract. The customer inspects and approves the service on the phone, signs off on the contract and at that moment we are not liable for physical damage. We acknowledge that problems may surface at a later time rather than immediately after the fix, but those instances are rare and far and few between. For that reason, we have the warranty. Unfortunately for the customer and claimant in question, the situation does not fall under warranty. Additionally, claims that we do not care about repeat customers are unfounded and untrue. We are working towards establishing a repeat customer reward system, initiated by keeping track of each customer we served. A situation not fitting under our warranty is not cause to claim refusal of service or bad business ethics, it's simply a customer's refusal to accept responsibility for their role in the device needing fixing and record-keeping failures. We gladly help anyone who comes to us seeking our services, and help many people every day under our warranty protection. We understand a customer's desire to receive a free service, and we do grant those under warranty, but in this instance with all the information provided we have fulfilled our part of the service contract and thoroughly addressed the reasons why we will not render free services to this claimant. Thank You, [redacted] Smart Phone Repairz Customer Service Director Assistant Director of Human Resources [redacted]
[redacted]

Complaint: 10247666
I am rejecting this response because:
He of course is going lie and think thats unfair. they ruined an expensive phone and charged me for doing it. then didnt even have the decency to come out and talk to me. If the mother board would have been destryoed the phone wouldnt even have rang at all. I woulf like them to know that people like me work hard for I have thank you for your time
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] 
As directed by the email, I called up Smart Phone Repairz to day. The guy over the phone said that the information I provided is incorrect and they won't do the repair.
Only after repeatedly telling and saying that its through Revdex.com, he has asked me to bring the phone on Friday 09/12/2014 at 11 AM.
I am going to accept this response only, if you guys address this issue.
Thanks,
-[redacted]