Smartphone Repair Center

Initial Business Response /* (1000, 5, 2014/09/01) */
Contact Name and Title:***
Contact Phone: XXXXXXXXXX
Contact Email: ***
On 7/28/was the first repair done on the customer *** *** for a new screen replacementWe had
installed the new screen for the customer and she left happy but came back on 8/10/saying her screen was lifted upShe explained to us her screen was lifted up when she called over the phone to explain to us and we told her to bring it in and we could take a look at itWhen she came into the store she informed us that she had tried to press the glass down to put it back in place and she cracked the inner lcd screen and broke the screen which is considered physical damageRegardless we still gave her a discount of 50% off even though we do not cover physical damage under our warranty and also gave a Otterbox case that we sell of $+tax for free to make the customer happyWe did not charge for labor to put the new part in and also took a big loss because the screen retails at $+ tax as shown in the document below
As for the installation the iPhone 5c has a clip towards the top of the screen that fits in under the frame of the phone and it has to be perfectly aligned in order to put the screws on the bottom of the phone so our installation was not faultyI have attached pictures and documents that explain how the screen is installed and if it was not put in correctly the screws at the bottom would not go in
We have done thousands of iPhone 5c LCD Screen Replacements and we do roughly about 600+ repairs a month and this is the first case we had where the customer screen has liftedI do not know the details on how it was lifted up but due to my knowledge it usually comes from impact from droppingWe would of replaced the screen for free if the customer had not broken the LCD by pressing down the glass and trying to force the screen back into the frame but they did and cracked the LCD and our store's day warranty does not cover any physical damage to the screen
I have attached the following documents below that
show how the iPhone 5c is installed and the html link below shows the retail cost for the iPhone 5c
https://www.ifixit.com/Store/iPhone/iPhone-5c-Display-Assembly-LCD-Front-Panel-D...⇄