SmarTeks Cell Phone Repair

Initial Business Response / [redacted] (1000, 11, 2016/05/19) */ Customer came in April 16th, to get Power button fixed on Apple iPhone Every device we accept we have a check in processWe test the power button, home button, touch screen, mute switch, and note down any physical problemsWe took in device at approximately 2:56PM for a stuck power buttonOn the check list The power button failed, and the employees automatically failed the home buttonThe reason why is because the iPhone is GOLD, and on any non-tampered or refurbished iPhone, the home button will have a matching gold ring around itHowever, this device had a silver ring, which in turns automatically tells us that it is not original or the phone has been tampered withTh customer claims that we damaged their TOUCH IDWhen any iPhone has a replaced home button, genuine or notThe touch ID will never work, as each home button is programmed to each motherboard of the deviceHowever the home button will still click and respond to the click, but that's itWhen the device came in, it had a pass [redacted] so we could not fully test the device, and even if we had it, we still would not be able to test if the touch ID work because it is registered to that users thumb printCustomer was irate, and demanded to talk to owner of store when they were not presentCustomer and owner talked, and rearranged to meet the following MondayOver the phone, she was told we will try and find a solutionMonday came, Owner investigated problem and explained and told the customer about their home buttonThe repair we did has nothing to do with the home button and it is completely separateAn analogy would be we change your tires on your vehicle, but we are responsible for your mufflerThe power button repair required our tech to move the spacer between the metal button on outside of phone and inside of phoneThe spacer just needed to be readjusted as it happens to many apple phones that we have fixedIt didn't require us to unplug anything but the battery (unplugging battery is proper protocol when opening any device for safety reasons)Customer paid $for power button repair/ readjustment on April 16th, and was refunded the full amount of money on April 18th, We refunded the whole amount because customer was irate, demanding of our camera footage, mistreating and talking ill of our employeesOwner had to tell customer to leave and give them a refundWe investigated situation deeper and found out that there is an existing Apple warranty on device that will cover home button, however only if home button was original, which it is notOnly resolution we can provide is for customer to check with apple on the warranty as we no longer wish to assist the customer no further Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, he did not test any buttons before he started working on my phone because first he said he couldn't say if it worked or not because the mistake was he didn't check it but then minutes later the Tek and the manager got together and changed everything up and then he said he did check the buttons before and that it didn't workI know how my phone was before I handed it to themI unlocked it with my fingerprint infront of the camera before I handed it to the ladyI didn't go in to get another button mest upThe Tek is very unprofessional and doesn't know what he's doingThat's why my phone is mest upI taked to the owner and he said if they didn't fix my phone that they would replace it with a new one Because he KNEW that his Tek mest up my phoneIf the Tek knew my fingerprint wasn't working why would he tried over more than hour to fix it? It's very obvious he knew he mest up my phone while fixing the power buttonIf my phone has Apple coverage or not has nothing to do with this, Nor the fact the ring is silver because it was working Final Business Response / [redacted] (4000, 18, 2016/06/06) */ We are working with Consumer Affairs to resolve the issue directly with the customer

Initial Business Response /* (1000, 11, 2016/05/19) */
Customer came in April 16th, 2016 to get Power button fixed on Apple iPhone 6. Every device we accept we have a check in process. We test the power button, home button, touch screen, mute switch, and note down any physical problems. We took...

in device at approximately 2:56PM for a stuck power button. On the check list The power button failed, and the employees automatically failed the home button. The reason why is because the iPhone 6 is GOLD, and on any non-tampered or refurbished iPhone, the home button will have a matching gold ring around it. However, this device had a silver ring, which in turns automatically tells us that it is not original or the phone has been tampered with. Th customer claims that we damaged their TOUCH ID. When any iPhone has a replaced home button, genuine or not. The touch ID will never work, as each home button is programmed to each motherboard of the device. However the home button will still click and respond to the click, but that's it. When the device came in, it had a pass [redacted] so we could not fully test the device, and even if we had it, we still would not be able to test if the touch ID work because it is registered to that users thumb print. Customer was irate, and demanded to talk to owner of store when they were not present. Customer and owner talked, and rearranged to meet the following Monday. Over the phone, she was told we will try and find a solution. Monday came, Owner investigated problem and explained and told the customer about their home button. The repair we did has nothing to do with the home button and it is completely separate. An analogy would be we change your tires on your vehicle, but we are responsible for your muffler. The power button repair required our tech to move the spacer between the metal button on outside of phone and inside of phone. The spacer just needed to be readjusted as it happens to many apple phones that we have fixed. It didn't require us to unplug anything but the battery (unplugging battery is proper protocol when opening any device for safety reasons). Customer paid $40 for power button repair/ readjustment on April 16th, 2016 and was refunded the full amount of money on April 18th, 2016. We refunded the whole amount because customer was irate, demanding of our camera footage, mistreating and talking ill of our employees. Owner had to tell customer to leave and give them a refund. We investigated situation deeper and found out that there is an existing Apple warranty on device that will cover home button, however only if home button was original, which it is not. Only resolution we can provide is for customer to check with apple on the warranty as we no longer wish to assist the customer no further.
Initial Consumer Rebuttal /* (3000, 13, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, he did not test any buttons before he started working on my phone because first he said he couldn't say if it worked or not because the mistake was he didn't check it but then minutes later the Tek and the manager got together and changed everything up and then he said he did check the buttons before and that it didn't work. I know how my phone was before I handed it to them. I unlocked it with my fingerprint infront of the camera before I handed it to the lady. I didn't go in to get another button mest up. The Tek is very unprofessional and doesn't know what he's doing. That's why my phone is mest up. I taked to the owner and he said if they didn't fix my phone that they would replace it with a new one Because he KNEW that his Tek mest up my phone. If the Tek knew my fingerprint wasn't working why would he tried over more than 1 hour to fix it? It's very obvious he knew he mest up my phone while fixing the power button. If my phone has Apple coverage or not has nothing to do with this, Nor the fact the ring is silver because it was working.
Final Business Response /* (4000, 18, 2016/06/06) */
We are working with Consumer Affairs to resolve the issue directly with the customer.