Smart Phone Repairz

We here at Smart Phone Repairz strive to provide
a friendly and fair service to all of our customers. To ensure that all parties
involved are protected to the fullest extent possible, we have a contract that
outlines what we can and cannot protect or be held responsible for as a
business entity....

We do not perform ANY repairs without the expressed written
consent of the customer to the repair and our conditions. We also have a
signature at the time of pick up to indicate that the phone was thoroughly
inspected and the customer was satisfied with the repair. We do have several
signatures on a few separate occasions that the customer had to come back,
agreeing to our conditions and acknowledging that the device has been
thoroughly inspected. In the end, after replacing the screens it was determined
that the phone may have motherboard damage and therefore render the phone
incapable of being repaired. We do offer refunds that can only be administered
if a part of the same damage (shattered glass/bad LCD Display) is put onto the
device. Unfortunately, we work on a large amount of devices and are only
capable of separating replaced screens by the categories of good and bad LCD’s.
Being that we work on many devices, it is possible that her original screen may
not be readily available to place back on for a refund, which is why we must
then put a screen of the same condition—functioning/nonfunctioning LCD to
continue with the refund process. In speaking with our customer service agent,
the customer was offered $100 off of a phone that we had for sale with the
trade in of the nonworking device, along with the refund the customer had
already received. It is unfortunate that the customer feels this way, but we as
a company feel that we have held up our end of providing a refund as well as
offering to make amends via the trade-in.

Tell us why here... Response to complaint ID:[redacted]:Dear [redacted],     We have taken the time to review the documentations we have in regards to the repairs requested by [redacted] and [redacted] on April 29th 2017. Our records indicate that on April 29th 2017, both...

your husband and yourself had brought in your sons Samsung Galaxy S7 for the replacement of a liquid crystallized display (LCD). On initial drop off, the condition of your device was what we consider unresponsive and our staff was not able to fully test all properties of the device; such devices carry limited to no liability. [redacted] provided consent with her signature on our contract for us to provide repairs to the device. There were complications to the repair due to a bent frame that cause a delay in the repair. The manager suggested a frame swap; unfortunately its very difficult to work with a bent frame and the finished product is left vulnerable to break again. [redacted] and [redacted] decided on getting a new frame for the device and an order was placed for it to shipped to the location.     Upon pickup of the fully repaired device, the device had a problem with the vibration motor, a function on the device that was not testable. However, the technician gave our customer the benefit of the doubt and provided funds out of his own pocket for the shipping, ordering, and replacement of the vibration motor. The device was in good condition for the common use of text messaging, phone calls, and web browsing, therefore it was released and signed out for by [redacted] on May 5th, 2017. The customer's signature indicates they received the device, did a full inspection, and understand Smart Phone Repairz cannot be held liable for any loss or damage, aside from the limited warranties we provide. Our limited lifetime warranty does not warranty batteries, broken glass, water damaged devices, LCD damage, damage caused by bent frames, and previously repaired devices (by a third party). Unfortunately, Smart Phone Repairz would not be able to provide a refund to [redacted] and [redacted] due to the fact that the damage of the liquid crystallized display and glass. Such damages were not noted to staff at the moment of pick up on the 5th of May and appear to have occurred once the device was taken out of our possession.     We would like to apologize for the miscommunication [redacted] has experienced through Facebook Messenger and via email. Smart Phone Repairz LLC has taken measures to insure employees in charge of our social media and customer service email provide the utmost customer service. Sincerely,Assistant Human Resources Director[redacted]    Smart Phone Repairz LLC[redacted]Statement for Complaint ID: [redacted]  1. Device was brought in with LCD damage. No possible way to test anything (vibrate motor included) prior to repair. I, [redacted], was going to replace as a courtesy, due to the customer's observation and dissatisfaction upon pick up.2. Samsung Galaxy S7 Glass and LCD repair take a very long time to repair. We offer the most competitive price in the US. 3. The parents were both informed of the bend to the frame by the technician (myself). The customers informed me that's the reason they took the device to Verizon. Verizon would not take device because of the physical damage to the glass, LCD and frame. 4. The back cover lifted slightly because the technician was afraid to apply too much pressure to the phone given the fact the LCD was sitting flat on a bent frame.  Statement:     The customer came to our shop believing a simple screen repair would satisfy Verizon's insurance policy. According to her, she made a claim with Verizon stating her device did not function. Apparently, devices cannot be claimed if they have physical damage. At our shop she requested a new screen. That's exactly what we provided. I offered her the new Samsung Galaxy S7 frame replacement for $60, less than my initial offer otherwise know as retail price. I went ahead and completed the repair and the customer signed out for the device and left our shop on May 5th 2017.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
I do not agree with the business's plans to resolve the issues I have with the company. I refuse to pay them any more of my money and I find it quite unfortunate that even though the damages caused to my phone are clear, no accountability is being taken. I guess this concludes here.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
I don't appreciate dishonesty. Yes, I did speak to [redacted] on the phone. I told her literally everything that had occurred and she agreed with nearly everything I said. A screen wasn't put on my phone that was of the same condition! The screen that I now have looks absolutely like crap and the whole top of it has glass missing. The entire top of the phone (camera, speaker, etc) is not even covered!!! That is NOT how I brought my phone in to the store so her statements about the replacement screen being of the same condition is inaccurate. Even when I left the Arlington location after the final repair the employee, I believe his name was Dominique, told me he'd call to let me know when he got a better defective screen in shop since the one he gave me was so bad. Of course that never happened. She did NOT offer to give me $100 off of anything either. What she offered was a new phone for SALE for about $350 in which I told her no. I specifically told her that the ONLY way I would purchase a phone from the business was if I returned the money I paid for the initial services I received. That way, it would be as if I paid for the repair and left with a working phone, not a suddenly bent one. She even said herself that they were supposed to call me and let me know that the phone was bent, which they did NOT do. If phone records need to be retrieved I can surely do that. Because not once did anyone call me from the Bryant Irving location or Arlington location while my phone was there for repairs to let me know of any damages they "discovered". And CLEARLY if she had offered a trade in I would have accepted. Why would I want to keep a dysfunctional phone?! So you mean to tell me that I was offered $100 off of a new phone, along with keeping my refund and declined? That literally makes no sense at all. It's not unfortunate that I feel this way because I'm still being lied to. By the way, I STILL HAVEN'T HEARD BACK FROM CORPORATE! Why was I ever given the wrong contact info for corporate anyway? Why was she even calling me considering she's NOT from corporate? If the offer to trade in the non-working phone and the refund still stands, I WOULD GREATLY ACCEPT. But do not tell me that you offered that on the phone when you didn't.That's the whole reason why I told her that I'd be pursuing legal action because all she offered at the time was a different defective screen or a new phone for sale for about $350. Even more importantly, that's the reason why I wanted to try to resolve this situation from someone in a higher position than any of the employees I've been involved with. [redacted]'s statements about me signing anything are irrelevant because me agreeing for them to do the repair has nothing to do with them "discovering" the phone was bent and NOT contacting me before proceeding in the repair process. [redacted]'s statements have nothing to do with food being in my case (which she agreed was absurd by the way). [redacted]'s statements have nothing to do with writing being added in on my initial contract that did not exist before. Obviously the phone was not thoroughly inspected before because it wasn't until AFTER being repaired several times that I was told the phone was bent. It wasn't communicated with me that the phone was bent until I started asking for my original parts back and refund. How convenient. Also, her saying that my original screen may not be readily available for the refund is also baloney because they had a sign on the counter in the store saying that you get your original parts back with your full refund, NO EXCEPTIONS. I went back to the store and took photographs of EVERYTHING in there, including the trash they had on their furniture. Of course, that sign was no longer on the counter. When I asked the employee to find it so I could photograph it he told me he didn't know where it was because "they move stuff around". What?!?!?! Move it where?!?! Its a file so even if he didn't know where it was, that document should be able to be retrieved from any business computer that they have. Oh yea I also have pictures of the "corporate email" that is still on the counter in the store even though I was told by the manager in Austin that that email was no longer working. Even in [redacted]'s response she states that "in the end, after replacing the screens it was determined that the phone may have motherboard damage and therefore render the phone incapable of being repaired." These are her exact words in her letter and it even more reveals the issue of them not notifying me beforehand. Again, I would greatly appreciate being able to trade in the non-working phone and refund for a new phone. That's super simple and actually makes sense.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
My response remains the same.  I specifically asked the sales associate if the SAME METHOD SAME PRODUCT would be used to repair my iPad as if it were to be a new apple product and I was assured that it was.  According to apple and a reputable company in town, fixi shop, the glass used is not up to Apple standards as well as the method used in which to repair the iPad.  The company saying there are different ways to repair an iPad does not excuse them saying SAME METHOD would be used to ensure a quality repair.  Apple stated that a 2 hour heat process and a day dry time of the adhesive is the absolute only standard to properly repair to not cause damage and to ensure QUALITY products as well as adhesive is used.  The glass used I was told is also a cheap bargain brand and not the SAME PRODUCT used by Apple on an iPad Air.Therefore, the smart phone repairs shop FRAUDULENTLY said they would be using SAME PRODUCT SAME METHOD To repair, when in fact, they did not.  Apple customer care for validation can be reached at +1 (817) 840-9801 for my local shop and it can also direct you to the national customer service to verify SAME PRODUCT AND SAME METHOD.  If SAME PRODUCT AND SAME METHOD had been used as told, there would not be a complaint, but as a super glue of a bargain brand glass was used and attempted to be passed off as a quality repair and product this is where we have the problem.  My request remains the same, refund of the service so I may have a quality repair with SAME PRODUCT AND SAME METHOD used to replace as I was told up front before I purchased the product.  
Regards,
[redacted]

I would like to also ask about the hot spot that wasn't there when we initially dropped off the phone. I mentioned it in my first complaint and twice at the store prior to final pickup. They were going to investigate it the first time when they reglued the back cover on. And again after they replaced the vibration motor which they still haven't done because I haven't been notified that it is in. I took the phone to another company to see about them repairing the phone. They said that it's highly likely that the hot spot is a result of damage to the battery port. They said if that is the case, the phone is non repairable. The phone worked when we initially dropped it off aside from the LCD screen crack. Sound was working. Vibration was as it should be, and there was no hot spot. We we're told we would be getting a genuine Samsung screen replacement. I understand that the company uses off brand parts, but we requested Samsung parts and we were quoted a price for that which we agreed to. They did not replace the screen with what we asked for. I did not notice this until recently because the phone stays in an Otterbox Defender case and the case obscures the Samsung name that is otherwise at the top of the phone. And since my initial complaint, it's been discovered that the phone is so far damaged that it can't be repaired because of the battery port. Now I am out even more money as I have to buy another phone. This phone was reglued and clamped 3 seperate times in an effort to secure the back cover. It is highly likely that damage occurred to the off brand lesser quality screen that should not have been put on the phone to begin with resulting in the screen issues we are faced with now. It is also likely that the battery port was damaged in the multiple times that the back cover was taken off and reglued. The vibration motor was damaged. It does not seem unreasonable that other damage could have occurred.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.- there is no attachment to this response as stated- I went into the store (funny how when I went in the employee said "oh I remember you") and I called and spoke to the same employee twice on the phone.  Once to get a repair solution and once to request a copy of the contract which he said could not be given to me via the manager-I was told SAME PRODUCTS AND SAME METHODS were to be used on my repair.  Per Apple support there is no way this could be done as it takes 2 hours on a heat pad to remove and multiple hours For the correct adhesive to dry.  APPLE CAN BE CONTACTED AT 1-800-442-4000 to verify this methodTHEREFORE, in an hour, SAME PRODUCT AND SAME METHOD was not used as I was told.  This is a BAIT AND SWITCH to foolNon-tech customers into trusting that they are getting a quality SAME PRODUCT SAME METHOD.  The screen they used per Apple is not the same product screen that they use.  So METHOD AND PRODUCT were not the SAME as stated Appropriate resolution: refund of product/service so it may be properly prepared by a business that has more than a 1 star rating anywhere you look. Who take pride in their repairs and give the SAME PRODUCT AND SERVICE as described.
Regards,
[redacted]

Dear [redacted],     We are declining your response due to two main factors on our terms and conditions contract.     In order for a refund to occur, items have to be returned to us having no physical damage which include chips, scratches, cracks, or damaged LCD. The damage you have described for example: the “hot spot”, “hairline crack”, “bubble at the top of the screen”, and that the “LCD screen has gone out” are all factors as to why we are not able to provide a refund and the replacement of the vibration motor. There were indeed exceptions to the “blurry front camera” and “static/rattling sounds”. Replacement for the vibrate motor and a cleaning of the front camera were to be applied upon the arrival of the vibration motor and the device being brought back to us in working condition. However, the damage not expressed nor shared to us at the moment of pick up on the 5th of May, exempts any refunds and replacement parts. We have no documentation nor was our staff informed of a “hairline crack” and “bubble at the top of the screen” prior to the device leaving our facility. We can not acknowledge that the described damage happened while the device was in our possession, damage was stated to staff after the fact the device was no longer in our possession for a period of seven days.      Above all, our affiliations with the device have been compromised with the device being taken to a third party repair service. Being that we do not know of what methods other repair companies perform, we can not determine whether the damage did in fact occur under our possession since the device has been taken elsewhere for troubleshooting and diagnosing. Best regards, Assistant Human Resources Department[redacted]