T & V Wireless

Thank you for informing me about the complaint of [redacted] and for giving me the chance to tell my side of the storyOn sept14th [redacted] who is [redacted] daughter came to my store for repairs on a I phone [redacted] told me that the phone had been dropped and water damageI [redacted] looked at the phone and it had been more then just droppedI continued to question [redacted] about the phone and said its impossible for one drop to cause these damages [redacted] went on to tell me that her jealous boyfriend repeatedly threw he phone on the ground, because he saw something in the phone that he didn't likeI then told [redacted] that she would need a menu button, screen and a frame [redacted] told me that she just wanted the screen fix and she had downloaded an app to replace the menu buttonI also asked [redacted] where were the screw to the bottom of the phone [redacted] informed me that she worked at ATT and tried to repair it herself [redacted] also informed me that her mother [redacted] will be picking up the phone and paying for the repairs [redacted] then comes in to get the phoneI inform [redacted] about the bent frame on the phone and told to tell [redacted] to be careful [redacted] replied that [redacted] might have bent the frame while trying to fix it her selfI then demonstrated to [redacted] that the new screen was functioning just fine [redacted] agreed and then paid me $ The next day [redacted] came in around 12:pm saying that her screen had turned redI got the phone and investigated and immediately after seconds showed her that the digitizer was busted on the inside, from someone trying to bend the frame in shape while the screen was attached to the phone [redacted] then informed me that she was just on Facebook, letting me know that the phone was functioning just fineI then told [redacted] that she would have to get another screen, and she then got upsetTaking under consideration that she just got the screen repaired I offered to replace the screen for free but she would need to get new frame which she would have to pay for so this problem want occur again [redacted] once again refused to get another frame for the second time [redacted] then stormed out of the door and made threat saying" you don't know who your messing with"And by the way [redacted] was only the mule and payee [redacted] was the negotiator

Complaint: ***
I am rejecting this response because the employee is not telling the truth*** clearly came up to the store ask if the screen could have been fixedHe clearly stated that why the phone was bent in the first place but then again it wasn't his place to ask how the phone got back just if he could fix it or notIf did fix it as in making the phone come back on but the screen was completely on the phone not secure inside of itHe told Ms*** to be careful with touching the phone but how could you be careful with touching the phone if that's the whole purpose of the phone is touch itThe screen was literally sitting on top on the phone wasn't ever securely inside of the phoneThe phone got a small crack in it not from the bent as the employee has clearly stated it was from previous incident not when the screen had gotten fixed but the screen got crack from the screen touching the glass of the phone because it wasn't securely in the phoneIf the employee knew that the screen couldn't be place inside the phone or proper place inside the phone why would he sell it to her in the placeHe also mentioned that you couldn't but a case onto the phone mainly because the screen was completely just sitting on the top of the metal base of the phoneEven if my daughter had mention she worked with a phone place or anything past history to the phone doing that doesn't mean anythingShe completely came in there and ask could it be fixedHe fixed it to the point the phone came on not to mention that it would be sitting on top on the metal base, not knowing you couldn't be able to buy a case on it because it would scratch the glass screenThat's not fix! Now as the pictures are shown I was expecting for side to be up because that's how the screen was in the previous phone was but not both side and I'm able to slide my finger through the other side and it comes apart like open treasureIf the employee knew when he fixed it to where it comes on but can't barely touch it, can't but it in case, can't probably but it in your pocket or sit down or just in a closed area it would break and not work because it wasn't properly fitting into the metal baseWhile putting on the screen he saw that then he should have said "Ma'amthe phone will work but you will not be able to do these options instead of selling the screen just sitting on top of the phon"The phone is back on and workingAnother thing is when *** came into the store he didn't say he would fix it for freeHe got smart and argued with herHe completely said that he would fix it but he is going to charge for a whole other screenWhatever happen in the previous case of the phone isn't his business just if he could honestly fix it correct or not. Regards,*** ***
Regards,
*** ***

I did not communicate with *** *** about making the decision on repairing the phoneI only talked to *** when she picked up and paid for the phoneThere has been no more communication with *** concerning the phone.( *** has not been back to the store since she paid and pick up the phone nor have I received a call from *** concerning this matter*** statement are incorrect*** is not the person who owns the phone or told me to fix the phoneI *** only did what *** said to do with the phone because she was the person who made all the decisionAn *** was aware of the bent frame, broken menu button and the cracked screenI replace the crack screen on *** request. T&V Wireless does not take any payments up front for repairsWe take payments after repairs only if the customer is satisfiedThat's how I collected $from ***The digitizer was not busted when *** left the storeThe phone was working properly

Complaint: [redacted]
I am rejecting this response because you are contradicting yourself. At first you said the phone was bent before working on it then you said you investigated and saw that it was bent  and that's how the crack got in the screen now you saying again that it was bent before working on it. The customer, [redacted] ask you "Can you fix the phone?" You said yes. The customer [redacted] didn't pick up the phone [redacted] did. Ms. [redacted] isn't very technology savvy so you gave her the phone and she paid for it. Not knowing how it suppose to look or anything. Correct? But you told her to tell [redacted] to be careful because of the screen. The reason why was because the screen wasn't down into the metal base it was ON TOP and pressing on it too hard, sitting on it or even putting a case on it would have cracked it because YOU could have easy said "the phone will come on but the screen is touching the metal base and if it keeps touching it will crack because the screen is GLASS!  When [redacted] received the phone after hours and played and did posted a message on Facebook the screen cracks because it was sitting directly ontop of the metal base. [redacted] ask you could you fix it, YOU SAID YES! If YOU knew that it was going to break or crack which anyone can look at it and tell you that it is you should have never sold me the phone. You should have called [redacted] back and explain to her the reason why the phone could be fix but really wouldn't be fix because EVENTUALLY the screen was going to hit the metal base and form a crack! Come On!  
Regards,
[redacted]

Thank you for informing me about the complaint of [redacted] and for giving me the chance to tell my side of the story. On sept. 14th [redacted] who is [redacted] daughter came to my store for repairs on a I phone 6. [redacted] told me that the phone had been dropped and water...

damage. I [redacted] looked at the phone and it had been more then just dropped. I continued to question [redacted] about the phone and said its impossible for one drop to cause these damages. [redacted] went on to tell me that her jealous boyfriend repeatedly threw he phone on the ground, because he saw something in the phone that he didn't like. I then told [redacted] that she would need a menu button, screen and a frame. [redacted] told me that she just wanted the screen fix and she had downloaded an app to  replace the menu button. I also asked [redacted] where were the screw to the bottom of the phone. [redacted] informed me that she worked at ATT and tried to repair it herself. [redacted] also informed me that her mother [redacted] will be picking up the phone and paying for the repairs. [redacted] then comes in to get the phone. I inform [redacted] about the bent frame on the phone and told to tell [redacted] to be careful. [redacted] replied that [redacted] might have bent the frame while trying to fix it her self. I then demonstrated to [redacted] that the new screen was functioning just fine. [redacted] agreed and then paid me $192.60.      The next day [redacted] came in around 12:00 pm saying that her screen had turned red. I got the phone and investigated and immediately after seconds showed her that the digitizer was busted on the inside, from someone trying to bend the frame in shape while the screen was attached  to the phone. [redacted] then informed me that she was just on Facebook, letting me know that the phone was functioning just fine. I then told [redacted] that she would have to get another screen, and she then got upset. Taking under consideration that she just got the screen repaired I offered to replace the screen for free but she would need to get new frame which she would have to pay for so this problem want occur again. [redacted] once again refused to get another frame for the second time. [redacted] then stormed out of the door and made threat saying" you don't know who your messing with". And by the way [redacted] was only the mule and payee. [redacted] was the negotiator.