The Apple Xchange

As stated, on June 24th, Ms. [redacted] came to our store to get the cracked screen on her Apple iPhone 4S fixed.  She brought us a phone with the front glass severely broken, to the point there was a hole in it and glass missing in the upper right corner of the phone. ...

She stated it had been broken over 2 years, but she finally decided to get it fixed.  Initial assessment of the device showed it was functioning and the damage appeared to be only cosmetic.  We provided an estimate, printed on a form, and Ms. [redacted] signed the form, as we require all customers do prior to any work being done.  The total for the repair was estimated at $72.65, broken down as $44 for the screen assembly, $25 for labor (.5 hour @ $50/hr) + sales tax = $72.65.  A reprint of Ms. [redacted]’s estimate form is attached since she destroyed the original, as will be explained later in this letter.

 

We replaced the screen assembly, which took approximately 45 minutes, and the phone was not properly booting up.  Assuming it was a bad screen, Ms. [redacted] was informed of this, and I personally told her it would take additional time than her initial estimate of 30 minutes since the first screen appeared to be bad and we had to redo the screen replacement.  We went ahead and replaced the screen again, and it did not work, leading us to believe there was a bigger issue with her phone than just the glass needing to be replaced.

 

I informed Ms. [redacted] of this, and she immediately became very confrontational, raising her voice and getting very close to me to tell me there was no way she would leave without a brand new phone.  I tried explaining to her that due to the problem, I would be willing to re-install her original glass, not charging her anything for the time used (over an hour) and we would work directly with Apple to get it replaced for her.  She asked if this was to be a new or refurbished phone, and I told her it would be an Apple refurbished phone, sealed directly from Apple.  This is the same process Apple would use to replace a device within warranty.  Her phone being an older model, which has not been made in several years, is not available as a new item.  This would seem to be more than fair, the phone wasn’t new when it came in.  She would be receiving a fully functional phone, newly refurbished by Apple, which means all new exterior parts, and a new battery.  This in my opinion would be more than fair, and she would be receiving a device in far better condition than it was brought to us in.  Since it takes time to get an appointment with Apple, I told her I would arrange it to be done that evening, after hours, and I would have her replacement phone available to her when we opened in the morning, which would be 9AM.  This was completely unacceptable as she could not be without her phone for any length of time.  It was currently after 3PM in the afternoon, and I asked for a chance to see if I could get in and have the replacement by close at 6PM, and this was also not acceptable to Ms. [redacted].  At this point, I could not come up with a reasonable solution to this problem since she would only accept a brand new phone.   She then stated she would deal with getting it replaced, and demanded I reassemble it, on our front counter, in her view.  While this isn’t the ideal environment for assembling her device, I agreed in hopes it would allow us to come to a resolution.  These phones are complex and require a solid 20-25 minutes to assemble, and approximately half way through she then demanded I just give her all the parts in a bag, she couldn’t wait any longer.  I explained if I did this, it would completely remove any ability I had to get her phone replaced, and she would be conceding this as an option.  She wasn’t interested and continued to demand that we just bag it up for her.  I complied with her request and provided a bag for her to allow her to do it as she pleased.  I asked her to sign the bottom of her estimate that she received the phone back, and she took the form and began waiving it around.  I informed her that she was stealing her paperwork and I attempted to take it back.  I did not grab her as she states, and in fact, backed away from her, at which time she ripped up the paperwork. 

As a well-established business, approaching 5 years since our inception, we would not be around in the highly competitive market we are in if we weren’t as focused on customer service as we are.  Unfortunately, Ms. [redacted] being extremely confrontational, and trying to do what she asked escalated the situation to the point there would be no resolution that is fair to both parties.  If we were able to properly assemble the phone prior to her leaving I would have been able to have it replaced.  This was clearly explained to her, and limits what we can do.

I am sincerely sorry that this happened.  Unfortunately the actions of Ms. [redacted] prevent us from being able to do anything towards a replacement as explained.  As a business owner, I try to be sure EVERY customer has a great experience.  We pride ourselves on our 5-star rating on [redacted] and “A” rating from the Revdex.com.

These types of issues are rare, but we must remember the phone brought to us, has already suffered physical damage beyond the design limits of the phone.  While it was functional when it arrived, it is always possible for further internal damage to become evident when it is disassembled. We repair several hundred Apple phones per month and rarely do we come across any issues.  This being the case, we offered to assist with getting it replaced, but this was not an acceptable solution to Ms. [redacted].  She really has left us with no option to remedy the situation.  Her used iPhone 4S, in perfect working condition is worth approximately $150, she is demanding a brand new iPhone 5S at a cost of nearly $700.  This is simply not a reasonable request or a fair resolution.  I have faith as a member in the Revdex.com, they will agree we attempted to achieve a fair resolution, however we were left with no options as a result of Ms. [redacted]’s actions.  I am asking for the complaint to be dropped and hope in the future, Ms. [redacted] would be reasonable in her requests for resolution when a situation does not work out as expected.

Mr. [redacted] and Revdex.com:
 
Several things I want to point out:
 
Mr. [redacted] purchased a computer from us.
Mr. [redacted] had the charges reversed, funds were then taken back from our account, and you were refunded.  You are in possession of computer that you have not paid for.
Call it what you want, you are in possession of a computer you have not paid for, and I have.
 
This computer came in with Optical drive not working, the rest of the computer was fine.  We offered to absorb the labor cost, and only charge you for the part, since the 2 discs and paper were inside the drive, and happened between the time it left our store and came back in for service.
I will do as you wish and I will offer to pay the full cost of the optical drive replacement, provided that you paying for the computer you are in possession of.  You can submit a reversal of the chargeback to your bank, provide us proof and we will replace the optical drive at no cost to you, or pay the balance owed of $323.22. The notice of Chargeback is attached to this message.

As stated by Mr. [redacted], he purchased a MacBook computer from us on 4/2/16.  The computer was a 2009 MacBook, for $299 + tax.  On 5/26 Mr. [redacted] brought it in for service, and was told if it was defective it would be covered by warranty.  The part was not defective, it was...

misused with the 2 CD's and piece of paper shown in the attached file removed from the computer.  The receipt for the computer purchase clearly states it the Warranty is void if it has been physically damaged which it has been in this case. 
As a gesture to help Mr. [redacted], we told him we would waive the labor if he paid for the drive itself ($79).  The labor would be 1 hour ($50).  Given the circumstances we feel this is a fair offer to Mr. [redacted].
 
He has since stated he believes the discs in the ocmputer when he purchased it, and that would not be possible.  Every computer we sell goes through a full set of tests that includes the CD/DVD drive.  There is no way this was sold with the discs in the drive.
 
Mr. [redacted] as also filed a chargeback against us, so as of now, he hasn't paid for the computer, but is in possession of it.  This is a serious problem, and I don't feel we have any entitlement for support when he has essentially stolen the computer from us.  Chargeback dispute also is attached to this complaint.

As even [redacted] mentioned in her first response, her behavior was completely unprofessional, grabbing the paperwork for her phone, ripping it up like a silly game.  If she wants to play games, this is not the place to do it.  I made a complete response to her initial claims, and she comes back with just the points in her initial complaint which have ALL been addressed.  If she had allowed us to re-assemble the phone with all of it's pieces we would have arranged a replacement, but she has left it where we have no option to correct the matter.  If she had allowed us to re-assemble the phone I would have been willing to cover the replacement.  She did not, and knowingly took the phone in pieces and has used it to slander our company publicly.  She has written reviews online with fictional accounts of the incident.

Unfortunately there are times where a customer doesn't allow us to correct the situation, such as this time, or we would have done everything possible to make things right.

She is now taking this situation and trying to make a large profit from it.  She was not willing to accept a replacement phone, which is the best we can do.  This is exactly what Apple does in the case of a bad phone.  She demanded her phone back in pieces, bagged up as it was given to her, AFTER she accepted the fact she would have no further options to correct the situation.  She DEMANDED it back ANYWAY.  She was not charged anything since we do not collect any money until after the repair is complete, so there is no refund to issue.

We do not like when things do not go as planned, but unfortunately there is some risk in any repair, and we stand behind our work, and would have in this case if she allowed us the opportunity.  We do dozens of repairs everyday, we are days away from our 5th year anniversary in business and have nearly all positive reviews.  This comes from our excellent service and work, and willing to correct things when they do go wrong.  

It is important to know that the phone we took in was BROKEN, and missing pieces of glass from the front, it was not in "new" condition or even "good" condition.  It was operational upon check-in, but we have seen several times that when disassembled other problems can show up as it did in this case.  This was a phone that had been subjected to significant impact prior to arrival at our location, beyond the "serviceable limits" and the reason Apple does not fix these.  This usually is not an issue, but it can be, as it was in this case.  It is no different than a body shop repairing a crashed car, and there is a possibility of a more significant failure turning up when it gets pulled apart.

I believe we have done everything possible given the circumstances and agree with the initial decision of the Revdex.com in closing this complaint.  I invite the Revdex.com to look at the customer review just submitted yesterday demonstrating how far we go to take care of our customers.  We take this matter and all feedback VERY seriously.  The actions of Ms. [redacted] presented us with no alternative to the outcome, and unfortunately we are in a position I don't think we can make her happy in a way that is also fair to our business.

As requested in the first message, I am sorry Ms. [redacted], for the fact your phone is no longer working, and that I engaged in your banter while you were in the store.  I really do wish your experience was as good as the other thousands of phone repairs we have completed.

Owner

The Apple Xchange, LLC

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As indicated in my Complaint, I only seek the cost to replace the iPhone 4s with a comparable iPhone 4s. Any comments that I am seeking $700 for the newest version of the phone are wholly inaccurate and unfounded. The verbal offer at the store was $70 toward a refurbished phone, which could possibly be provided to me the next business day. There was no guarantee as to when or if I would receive a phone. Unlike the Apple Xchange, certainly the Revdex.com does not believe or support the notion that leaving a woman without her only means of communication, i.e. a phone, is safe. So, to be clear, I am seeking the full replacement cost of a comparable iPhone 4s as my phone was rendered inoperable by now the company's own admission. I also contest having the Complaint dismissed outright as there is enough admission as to fault by the company for other consumers to read and weigh before deciding whether to use this service.  The iPhone 4s was given to the initial sales associate, [redacted], with a cracked screen - all functions of the phone were operable. In fact, upon unlocking the phone, [redacted] had to review the phone prior to providing the invoice that denotes a "cracked screen" as the sole reason for repair. Moreover, not only did [redacted] see that the phone was operable, cell phone bills can and will further prove data usage, including texts, up to and until the day of the incident. Based upon this indisputable information, the company's statement that "...it did not work..." corroborates my argument that the company is responsible for making the phone inoperable.  The invoice provided by the company fails to indicate to the customer that the repair work could result in permanent damage thereby making the phone entirely inoperable. Rather, the invoice merely states the possibility of lost data or applications downloaded onto the phone.  The estimated repair time was 30 minutes. It was not until approximately two hours later and being assaulted by the sales associate that I left the store in haste. Moreover, I had an evening appointment scheduled for which I was going to be late and without a phone or means to inform my appointment of my pending tardiness.  In addition to the store's video camera that recorded the incident, immediately afterward two unbiased sales associates from a nationwide cellular phone company saw the disrepair of the phone, my arm, and my emotional state of mind. At the time of the assault, I could not contact law enforcement because I did not have an operable phone. Despite asking the sales associate to contact law enforcement on my behalf, he merely stepped away from me. It was at this point in time when I hurriedly placed all of the parts into a bag and left the store. I felt my safety was in jeopardy.  Lastly, it is astonishing how the sales associate (who I believe is named [redacted]) raves about the company's superb customer service as a Revdex.com member yet places blame on the customer and the customer's demeanor without taking responsibility or acknowledging his own poor conduct and demeanor. Certainly, that does not match the quality of customer service set by the Revdex.com.  Thank you for your attention and review of this matter.Regards,[redacted].

I do not accept the response as Apple Xchange charged me for goods not delivered as agreed per the Fair Credit Billing Act. I have I have contacted my bank and they have also filed a complaint against this business.  Apple Xchange also stated that I have stolen a computer from them when I have a receipt of my purchase that is attached.  I do not appreciate their slander against me implying that I have committed a crime.

As Ms. [redacted] stated she brought her computer to our store on 4/4/14.  It is a 13" [redacted] laptop, purchased in December, within the warranty period as stated and running ** X Snow Leopard 10.6.8, since it was transferred from her old computer that she was trading in.  Normally we...

would have upgraded that to the newest ** available, but due to several applications she had and stated were critical, it was necessary to leave it on the version she was running.  When she brought the computer in on 4/4, we again made the recommendation of upgrading, but there would be cost involved since she would have to upgrade the applications (Parallels specifically).  Just like other service based businesses we have to bill for our time appropriately or we will no longer be in business.  Ms. Price was given the cost of $79 for the Parallels upgrade license (to go from 7.0 to 9.0), and $100 Labor (This would be to upgrade ** X from 10.6.8 (Snow Leopard) to ** X 10.9.2 (Mavericks), which is one billed hour, and then upgrading Parallels from version 7.0 to 9.0 (Second Billed Hour), at our rate of $50/hr.  Her total bill would be $179 for the upgrades (+ tax on the software license).  Ms. [redacted] declined to do this and asked us to just fix what was under warranty which was her machine was underperforming.  This was determined to be a result of multiple Anti-Virus apps Ms. [redacted] had installed, and although not within the spec of our hardware warranty, as a courtesy we fixed these issues, did the recommended [redacted] updates and tested to be sure this fixed the performance degradation she had experienced.  The computer passed all tests prior to returning to Ms. [redacted], and it was demonstrated to her upon pickup that it was working properly.  That is when she stated she thought we would have upgraded it to Mavericks, which would have been a charged service.

We would be glad to do the upgrades Ms. [redacted] is asking for, but it would be billed as it is outside the scope of a hardware warranty.  Her options are we upgrade the ** itself to [redacted] (10.9.2) which would be $50 by itself for 1 hour of billed labor, and this will leave her Parallels application not functioning.  or to upgrade both for the cost of $179 +tax on the license.  

We apologize if there was any misunderstanding to Ms. [redacted], her work order from 4/4/14 is attached, and clearly does not indicate anywhere of any software upgrades.  We were told to just diagnose her performance issues which we did successfully.  We even showed Ms. [redacted] how to do the [redacted] update when she was ready if she wanted to do it herself, as there is no license cost from [redacted], it just takes time, and, we bill for that, if we perform the upgrade.  The benefit of us doing the upgrade is we are prepared if there are any issues to deal with them.  As stated if this was done on its own it would break the old version of Parallels she is using.  We are an authorized re-seller for Parallels and could sell and support the upgrade to version 9, if Ms. [redacted] chooses to have us do the upgrade.

The [redacted] Xchange

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There were details in the business’ response that are not a true representation of the conversation I had with the store’s owner. Further, since this may resolve into a classic case of hearsay; I would offer my version of the conversation that transpired between the owner  and I and decline further involvement with the owner and the ‘[redacted] Xchange’ store in this matter at this time.

 

When I returned the equipment for poor functioning, I was informed that the issues would have been fixed with the installation of the newer version of the OS.  The owner informed me at that time, that this installation would render a specific program ineffective, however, if I purchased the upgrade for $79 this complication would be alleviated. There was no discussion that the cost to have the software upgrade would involve 2 hours making a total of $100.00. Further, it was my understanding that I could purchase the program’s upgrade from the program’s proprietors and personally complete the installation (as I did with the initial installation) I did not make any request for the [redacted] Xchange to perform this task for me; nor had I assumed that this was their responsibility.

 

It is my understanding that businesses ( and owners managing businesses) be responsible for keeping their word and upholding contractual agreements in any warranty they deliver to customers. Without which the essential foundation of integrity would render the business an inadequate option for good supportive service of their products.  Being paid for your service is a definite way to remain in business. However, alienating customers with substandard service is sure way to contradict this purpose. The integrity and longevity of a business is seen how they provide and support their claim of excellent customer service during a crisis. I feel confident that [redacted] Xchange would be provided with other opportunities to do so

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

As Ms. [redacted] stated she was given the option to purchase the Parallels software for $79 and she can do the labor on her own if she would like.  We would gladly stand by that, or she would be charged if we do the work as she was told.  This matter is outside the hardware warranty and is an upgrade that requires payment for the product and our time if she chooses to have us do the installs.  The time spent working on her machine on April 4th should have been billed as it was also outside the hardware warranty and the problem was a direct result of Ms [redacted] installing multiple anti-virus clients that were running simultaneously.  As a courtesy we fixed her software issues and did not charge for our time.

If Ms. [redacted] would like to go forward with the upgrade, we have 2 options available for her.  She can buy Parallels from us for $79 and do the upgrades on her own, with support being provided by the software providers ([redacted] + Parallels), or we can do the install for her, at a cost of $100 + Software ($79).  If Ms. [redacted] proceeds with the upgrades, or NOT, we would still honor the Hardware warranty on the computer she purchased.  Software issues and upgrades are outside the scope of our hardware warranty and are not covered.

The [redacted] Xchange

As shown on the attached receipt, The Apple Xchange replaced the broken screen for [redacted].  The phone screen was cracked due to impact sustained in the upper right corner of the phone.  On September 9, 2015, we replaced the display assembly.  Mr. [redacted] was told at that...

time, the frame of the phone was bent, and while the screen should be fine, it could apply pressure to the screen, causing it to push apart, which would NOT be a warranty issue.  We stated if there was a problem with the panel, it was covered by our 90 day warranty.  This covers defects in material or parts used.  As shown on the Work Order, Mr. [redacted] signed off to allow us to do the work, and signed off the repair was complete.  The charge for the repair with tax would be $92.16.  The additional charge of $15 on the receipt is for a case purchased by Mr. [redacted].On October 7, 2015, Mr. [redacted] returned due to the screen lifting.  This was due to the bend in the phone putting excess pressure on the corner of the display assembly.  As shown in the attached picture, it is evident the corner of the phone is not rounded in the upper left.  While we do our best to straighten any phone, it is equivalent to trying to bend back a soda can after it has been bent, and that is always explained to our customers.  The notes from the technician that worked on his phone stated:"5s screen lifting, we replaced in September. Phone was bent and dented in below the sleep/wake button. Straightened as much as I could, but could cause screen to lift again at some point. DR"As a courtesy, we agreed to replace the screen despite the damage to Mr. [redacted]’s phone.  This was done at our cost, and is shown on attached work order # 8532 on October 7th, 2015.  Mr. [redacted] states he came back a 3rd time, and we did not replace it again.  The 2nd time we did was a courtesy, but we cannot keep doing this on a phone that was bent, and that was clearly explained.Mr. [redacted] has sought to hurt our business with negative comments online.  I contacted Mr. [redacted] by phone on Friday, November 20th, but he just hung up on me.  I had asked he bring in the phone so I could look at the phone to determine what options were available to try to remedy the situation.  I have attached a picture of the phone showing the bend near the Sleep/Power Button.  The photo of the phone was posted by Mr. [redacted] as part of his derogatory comments posted online.The Apple Xchange is a small local business that has been repairing Apple phones and devices since August of 2009, over 6 years.  We have remained as a premiere reseller of refurbished Apple Products and Repairs due to our commitment to customer service.  It is unfortunate when a situation such as this arises and we do everything in our power, but yet cannot make the customer happy.  The Apple Xchange feels we have done everything we can to attempt to rectify the situation in a fair manner.  We never like to see complaints being brought to the Revdex.com.  We take these very seriously, and as in the past, make sure they get resolved to the best of our ability and we adhere to all the practices of a respected, ethical business.

I feel Mr. [redacted] is trying to turn this into a battle of semantics, and that really is not relevant.  His picture shows the damage on the Upper Right, maybe the photo is reversed, but whatever the case, it is out of round on the corner where the damage to the phone was sustained.  I also clearly stated if he had brought the phone in again I would be happy to look at it again and see what we could do to help the situation.  
All this aside, it is our goal to try to keep all customers happy.  I feel we do an excellent job, as we have very high rankings in customer satisfaction, and reviews online and with organizations like Revdex.com demonstrate what we do.
At this point since a 3rd party has now been engaged and replaced the part, I feel at most I can refund is the labor.  I would be willing to do this, and give Mr. [redacted] a $50 refund for the repair.  In kind, I would also be willing to give Mr. [redacted] a tempered glass screen protector (Worth $25) as a token of my generosity to see that this gets resolved.

I just returned from a real Apple Store (San Tan) with a new screen on my phone and not only did Apple fix the screen they said "it was a by the books repair"!!  I talked with Apple and, against their stated policy not to replace 3rd party screens, they agreed to replace the AX junk screen.  APPLE SAID THERE WAS NOTHING UNUSUAL ABOUT THE REPAIR OTHER THAN THE PHONE HAD A 3RD PARTY SCREEN, AND THEY FIXED IT WITHOUT INCIDENT AND WITHOUT DOING ANYTHING TO THE FRAME OF THE PHONE.
Owner also stated "As shown in the attached picture (which was my picture posted on Yelp), it is evident the corner of the phone is not rounded in the upper left."  Owner is so out to lunch he didn't even know the PHONE WAS DROPPED AND HIT THE UPPER RIGHT CORNER, NOT THE LEFT!!
Owner also claimed he asked me to bring the phone in again for a fourth time which is a flat-out LIE!
All I asked for was my money back since they obviously were incapable of fixing my phone!  They have refused to refund anything.

As said by [redacted] in her previous email to the Revdex.com (shown below), we have come to an agreement, and The Apple Xchange has replaced the iPad in question with a new one.  We also made a complete backup of the device prior to replacement and restored it to be sure there would be no...

disruption in service on the new device.  Due to [redacted] location, we have shipped the replacement iPad to her Iowa address as requested.  The USPS tracking number for the package is [redacted].  

We ask that this complaint be considered closed and removed from our record as no action by the Revdex.com was necessary.

The Apple Xchange takes all of customers very seriously and does everything we can to abide by ethical business practices.  This is obvious from the large amount of customers we service to the extremely low amount of issues we experience.  When we do have a problem, we are glad to work with the Revdex.com when necessary, or most importantly direct communication with our customers.  We are glad to see this resolved in an amicable way.

The Apple Xchange

###-###-####

> From: [redacted] <[redacted]>

> Date: Tue, Mar 11, 2014 at 10:32 AM

> To: [email protected]

>

>

> I would like to place my complaint against apple x change in Tempe on hold.  We have since been in contact with them and they will attempt to send my ipad back to Apple for a replacement > to be sent to me.

> Thank you

> 

> [redacted]

I am so grateful that I found this company. I had a hard drive issue and the apple store turn around was going to take about 4 days. Being a business owner who always needs my computer, that was just to long. The guys at the apple exchange took care of my issue all in one day. Excellent customer service and a great business. Thank you guys.

Review: On the afternoon of June 24, 2014, after reading reviews online about their services, I entered the business to have the cracked glass screen on my Apple iPhone replaced. The phone was in working order upon my arrival, as evidenced by my use of it just prior to entering the store. [redacted], a salesman, looked over the phone and indicated it would take 30 minutes to replace the screen. I was provided a one page invoice setting forth the reason for my visit as "cracked screen." This invoice is available upon request by the Revdex.com. I agreed to wait in the store lobby while the repair work was being completed in the backroom. Simultaneously, an unrelated older male customer came into the store and informed the salesman that the store had "fixed" his iPhone screen the week prior but the screen had fallen off. That male customer was offered a new screen free of charge. Regardless of my suspicion being raised, I waited while my own phone screen was being replaced. After approximately 45 minutes of waiting, I became concerned. There were no other customers waiting for repairs or service. A short middle aged unnamed salesman with a shaved/balding head (who appeared to be a manager) approached me and said I would need to wait longer as the first screen they put on my phone did not work which resulted in the associate having to put another screen on my phone. I asked how much longer would this process take to which that same unnamed salesman responded ten minutes. After approximately 15 additional minutes, the same unnamed salesman approached me and said my phone was broken and that I had provided a broken phone to him. I immediately corrected him indicating that a cracked screen did not make the phone inoperable and demanded clarification. Moreover, the operable phone was originally provided to [redacted] not this salesman. The salesman continued to explain that my phone was no longer working (i.e. wouldn't turn on, could not be used for communication of any sort). The salesman immediately became accusatory toward me to which I corrected him that his business was responsible. The applicable language on the single page invoice only read that "the Apple Xchange is not responsible for Customer Data or Applications." Much differently than erasing some of my information, the phone was now entirely inoperable and all of the information included in it lost. I then demanded that he provide a resolution to the situation rather than continue to make false statements and be rude. The salesman hesitantly proposed paying half of a comparable phone. Provided my cell phone is now three generations old, I asked for additional clarification. The salesman said he would go to the Apple store and try to negotiate the same model phone the next business day. I asked whether that would be a refurbished phone to which he responded yes. I declined the offer as it was not a comparable phone to the non-refurbished working phone I had prior to their damaging service. Moreover, I pointed out how leaving me without a phone until the next business day was unacceptable and dangerous as a woman. After continuing to demand a satisfactory resolution, the salesman only continued to deny, evade, and be disrespectful. I highlighted how my experience was deteriorating after first being told to wait for 30 minutes only to wait for three times as long and then to be given a now broken phone with accusations that somehow it was my own fault despite not being in possession of it for over an hour. The salesman continued to pedal around the main concern stating their office policy was to inform all customers that a repair will take 1 hour and how they are not responsible for lost applications on the phone -- neither of which is relevant to the inoperable phone. Realizing there would be no satisfactory resolution, I demanded my phone back. The salesman indicated he would not give it back to me unless he removed his product first, the new second screen still attached to my phone. I demanded the salesman bring my phone to the front of the store rather than behind closed door to complete any additional work. After waiting nearly two hours and the salesman's inability to promptly return my phone to one piece, I simply demanded all of the parts of my phone be placed in one bag. The salesman stated how he was unwilling to provide any deal to me without putting the phone entirely back together. He indicated he would not give my phone back to me until I signed the single page invoice. I refused to sign any documentation and took the invoice sitting before us both on the countertop. The salesman then demanded I give him back the invoice to which I refused. The salesman walked around the counter and started coming toward me in an intimidating, fearful manner. I put my arms up toward my face to protect myself with the invoice in hand and tore the invoice as the salesman grabbed me. I then raised my voice and demanded he not touch me and to please call the police as my own phone was inoperable. I then pointed toward his own security cameras and asked why he would grab a customer on a recording device and began to feverishly place all of the parts of my phone into a small bubble wrap bag and quickly left the store. The bag and/or a photo with the disseminated damaged phone parts is available upon request by the Revdex.com.Desired Settlement: In addition to an apology, I am seeking a new (non-refurbished) Apple iPhone.

Business

Response:

As stated, on June 24th, Ms. [redacted] came to our store to get the cracked screen on her Apple iPhone 4S fixed. She brought us a phone with the front glass severely broken, to the point there was a hole in it and glass missing in the upper right corner of the phone. She stated it had been broken over 2 years, but she finally decided to get it fixed. Initial assessment of the device showed it was functioning and the damage appeared to be only cosmetic. We provided an estimate, printed on a form, and Ms. [redacted] signed the form, as we require all customers do prior to any work being done. The total for the repair was estimated at $72.65, broken down as $44 for the screen assembly, $25 for labor (.5 hour @ $50/hr) + sales tax = $72.65. A reprint of Ms. [redacted]’s estimate form is attached since she destroyed the original, as will be explained later in this letter.

We replaced the screen assembly, which took approximately 45 minutes, and the phone was not properly booting up. Assuming it was a bad screen, Ms. [redacted] was informed of this, and I personally told her it would take additional time than her initial estimate of 30 minutes since the first screen appeared to be bad and we had to redo the screen replacement. We went ahead and replaced the screen again, and it did not work, leading us to believe there was a bigger issue with her phone than just the glass needing to be replaced.

I informed Ms. [redacted] of this, and she immediately became very confrontational, raising her voice and getting very close to me to tell me there was no way she would leave without a brand new phone. I tried explaining to her that due to the problem, I would be willing to re-install her original glass, not charging her anything for the time used (over an hour) and we would work directly with Apple to get it replaced for her. She asked if this was to be a new or refurbished phone, and I told her it would be an Apple refurbished phone, sealed directly from Apple. This is the same process Apple would use to replace a device within warranty. Her phone being an older model, which has not been made in several years, is not available as a new item. This would seem to be more than fair, the phone wasn’t new when it came in. She would be receiving a fully functional phone, newly refurbished by Apple, which means all new exterior parts, and a new battery. This in my opinion would be more than fair, and she would be receiving a device in far better condition than it was brought to us in. Since it takes time to get an appointment with Apple, I told her I would arrange it to be done that evening, after hours, and I would have her replacement phone available to her when we opened in the morning, which would be 9AM. This was completely unacceptable as she could not be without her phone for any length of time. It was currently after 3PM in the afternoon, and I asked for a chance to see if I could get in and have the replacement by close at 6PM, and this was also not acceptable to Ms. [redacted]. At this point, I could not come up with a reasonable solution to this problem since she would only accept a brand new phone. She then stated she would deal with getting it replaced, and demanded I reassemble it, on our front counter, in her view. While this isn’t the ideal environment for assembling her device, I agreed in hopes it would allow us to come to a resolution. These phones are complex and require a solid 20-25 minutes to assemble, and approximately half way through she then demanded I just give her all the parts in a bag, she couldn’t wait any longer. I explained if I did this, it would completely remove any ability I had to get her phone replaced, and she would be conceding this as an option. She wasn’t interested and continued to demand that we just bag it up for her. I complied with her request and provided a bag for her to allow her to do it as she pleased. I asked her to sign the bottom of her estimate that she received the phone back, and she took the form and began waiving it around. I informed her that she was stealing her paperwork and I attempted to take it back. I did not grab her as she states, and in fact, backed away from her, at which time she ripped up the paperwork.

As a well-established business, approaching 5 years since our inception, we would not be around in the highly competitive market we are in if we weren’t as focused on customer service as we are. Unfortunately, Ms. [redacted] being extremely confrontational, and trying to do what she asked escalated the situation to the point there would be no resolution that is fair to both parties. If we were able to properly assemble the phone prior to her leaving I would have been able to have it replaced. This was clearly explained to her, and limits what we can do.

I am sincerely sorry that this happened. Unfortunately the actions of Ms. [redacted] prevent us from being able to do anything towards a replacement as explained. As a business owner, I try to be sure EVERY customer has a great experience. We pride ourselves on our 5-star rating on [redacted] and “A” rating from the Revdex.com.

These types of issues are rare, but we must remember the phone brought to us, has already suffered physical damage beyond the design limits of the phone. While it was functional when it arrived, it is always possible for further internal damage to become evident when it is disassembled. We repair several hundred Apple phones per month and rarely do we come across any issues. This being the case, we offered to assist with getting it replaced, but this was not an acceptable solution to Ms. [redacted]. She really has left us with no option to remedy the situation. Her used iPhone 4S, in perfect working condition is worth approximately $150, she is demanding a brand new iPhone 5S at a cost of nearly $700. This is simply not a reasonable request or a fair resolution. I have faith as a member in the Revdex.com, they will agree we attempted to achieve a fair resolution, however we were left with no options as a result of Ms. [redacted]’s actions. I am asking for the complaint to be dropped and hope in the future, Ms. [redacted] would be reasonable in her requests for resolution when a situation does not work out as expected.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As indicated in my Complaint, I only seek the cost to replace the iPhone 4s with a comparable iPhone 4s. Any comments that I am seeking $700 for the newest version of the phone are wholly inaccurate and unfounded. The verbal offer at the store was $70 toward a refurbished phone, which could possibly be provided to me the next business day. There was no guarantee as to when or if I would receive a phone. Unlike the Apple Xchange, certainly the Revdex.com does not believe or support the notion that leaving a woman without her only means of communication, i.e. a phone, is safe. So, to be clear, I am seeking the full replacement cost of a comparable iPhone 4s as my phone was rendered inoperable by now the company's own admission. I also contest having the Complaint dismissed outright as there is enough admission as to fault by the company for other consumers to read and weigh before deciding whether to use this service. The iPhone 4s was given to the initial sales associate, [redacted], with a cracked screen - all functions of the phone were operable. In fact, upon unlocking the phone, [redacted] had to review the phone prior to providing the invoice that denotes a "cracked screen" as the sole reason for repair. Moreover, not only did [redacted] see that the phone was operable, cell phone bills can and will further prove data usage, including texts, up to and until the day of the incident. Based upon this indisputable information, the company's statement that "...it did not work..." corroborates my argument that the company is responsible for making the phone inoperable. The invoice provided by the company fails to indicate to the customer that the repair work could result in permanent damage thereby making the phone entirely inoperable. Rather, the invoice merely states the possibility of lost data or applications downloaded onto the phone. The estimated repair time was 30 minutes. It was not until approximately two hours later and being assaulted by the sales associate that I left the store in haste. Moreover, I had an evening appointment scheduled for which I was going to be late and without a phone or means to inform my appointment of my pending tardiness. In addition to the store's video camera that recorded the incident, immediately afterward two unbiased sales associates from a nationwide cellular phone company saw the disrepair of the phone, my arm, and my emotional state of mind. At the time of the assault, I could not contact law enforcement because I did not have an operable phone. Despite asking the sales associate to contact law enforcement on my behalf, he merely stepped away from me. It was at this point in time when I hurriedly placed all of the parts into a bag and left the store. I felt my safety was in jeopardy. Lastly, it is astonishing how the sales associate (who I believe is named [redacted]) raves about the company's superb customer service as a Revdex.com member yet places blame on the customer and the customer's demeanor without taking responsibility or acknowledging his own poor conduct and demeanor. Certainly, that does not match the quality of customer service set by the Revdex.com. Thank you for your attention and review of this matter.Regards,[redacted].

Business

Response:

As even [redacted] mentioned in her first response, her behavior was completely unprofessional, grabbing the paperwork for her phone, ripping it up like a silly game. If she wants to play games, this is not the place to do it. I made a complete response to her initial claims, and she comes back with just the points in her initial complaint which have ALL been addressed. If she had allowed us to re-assemble the phone with all of it's pieces we would have arranged a replacement, but she has left it where we have no option to correct the matter. If she had allowed us to re-assemble the phone I would have been willing to cover the replacement. She did not, and knowingly took the phone in pieces and has used it to slander our company publicly. She has written reviews online with fictional accounts of the incident.

Unfortunately there are times where a customer doesn't allow us to correct the situation, such as this time, or we would have done everything possible to make things right.

She is now taking this situation and trying to make a large profit from it. She was not willing to accept a replacement phone, which is the best we can do. This is exactly what Apple does in the case of a bad phone. She demanded her phone back in pieces, bagged up as it was given to her, AFTER she accepted the fact she would have no further options to correct the situation. She DEMANDED it back ANYWAY. She was not charged anything since we do not collect any money until after the repair is complete, so there is no refund to issue.

We do not like when things do not go as planned, but unfortunately there is some risk in any repair, and we stand behind our work, and would have in this case if she allowed us the opportunity. We do dozens of repairs everyday, we are days away from our 5th year anniversary in business and have nearly all positive reviews. This comes from our excellent service and work, and willing to correct things when they do go wrong.

It is important to know that the phone we took in was BROKEN, and missing pieces of glass from the front, it was not in "new" condition or even "good" condition. It was operational upon check-in, but we have seen several times that when disassembled other problems can show up as it did in this case. This was a phone that had been subjected to significant impact prior to arrival at our location, beyond the "serviceable limits" and the reason Apple does not fix these. This usually is not an issue, but it can be, as it was in this case. It is no different than a body shop repairing a crashed car, and there is a possibility of a more significant failure turning up when it gets pulled apart.

I believe we have done everything possible given the circumstances and agree with the initial decision of the Revdex.com in closing this complaint. I invite the Revdex.com to look at the customer review just submitted yesterday demonstrating how far we go to take care of our customers. We take this matter and all feedback VERY seriously. The actions of Ms. [redacted] presented us with no alternative to the outcome, and unfortunately we are in a position I don't think we can make her happy in a way that is also fair to our business.

As requested in the first message, I am sorry Ms. [redacted], for the fact your phone is no longer working, and that I engaged in your banter while you were in the store. I really do wish your experience was as good as the other thousands of phone repairs we have completed.

Owner

The Apple Xchange, LLC

Review: I had taken my IPad 2 to Apple Xchange for a cracked screen to be replaced. The iPad worked correctly and properly when I dropped it off to have just the screen replaced. When they replaced the screen they told me it would be 4-5 hours. I explained that I needed to have it working properly so I could take it on the airplane to return home on Sunday. It was dropped off on Thursday around 2 pm. They stated they would contact me by Friday to come pick it up. I had not heard from them by Saturday morning, so I called them. I explained again that I needed to pick it up that day and was informed that they had to replace the power button as well. I was then informed that it would be done in an hour and a half. I went in at 2:00 pm, knowing that they close at 3 pm to pick it up. They stated that it wasn't ready again and was not even put back together. They put it back together and told me that it was not working all of the time. It does not work at all. I have called them to ask them to fix it properly as I have a relative in the area that could drop it back off. They stated since it left their hands they will not touch it again. I am very dissatisfied with their service. The IPAD was working properly before I dropped it off. I had turned it off so my kids would not try playing with it and get glass in their hands. I turned it back on when I got to their store and it was still working normally.Desired Settlement: I would like either it to be repaired properly or replaced as it was brand new before I dropped it off to them. There should be absolutely no reason by replacing the screen that it would not work or turn on at all any longer.

Business

Response:

As said by [redacted] in her previous email to the Revdex.com (shown below), we have come to an agreement, and The Apple Xchange has replaced the iPad in question with a new one. We also made a complete backup of the device prior to replacement and restored it to be sure there would be no disruption in service on the new device. Due to [redacted] location, we have shipped the replacement iPad to her Iowa address as requested. The USPS tracking number for the package is [redacted].

We ask that this complaint be considered closed and removed from our record as no action by the Revdex.com was necessary.

The Apple Xchange takes all of customers very seriously and does everything we can to abide by ethical business practices. This is obvious from the large amount of customers we service to the extremely low amount of issues we experience. When we do have a problem, we are glad to work with the Revdex.com when necessary, or most importantly direct communication with our customers. We are glad to see this resolved in an amicable way.

The Apple Xchange

###-###-####

> From: [redacted] <[redacted]>

> Date: Tue, Mar 11, 2014 at 10:32 AM

> To: [email protected]

>

>

> I would like to place my complaint against apple x change in Tempe on hold. We have since been in contact with them and they will attempt to send my ipad back to Apple for a replacement > to be sent to me.

> Thank you

>

> [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I'm not sure of the date and picked the middle of Sept for approximate date. Disputed amount is $89 for screen replacement plus tax.

I took my daughter's iPhone 5S in for a simple screen replacement. When I picked up the phone, I noticed the top of the screen was not fully in the frame and they pushed it back in and said it had a warranty. I had to bring it back a couple weeks later because the top of the screen kept lifting out of the frame. They said they replaced the screen again. I brought it in for a third time because the screen is still lifting off and they refused to do anything else about it!! Warranty? What warranty???

The phone we brought in ONLY had a very minor dent on one corner where it had been dropped one time and the minor dent has been fixed and is NO LONGER BENT! The rest of the body of the phone is perfectly straight! I was handed the phone on the first day of repair THAT HAD A SCREEN NOT INSTALLED CORRECTLY AND HAD A GAP BETWEEN IT AND THE BODY AND THE TECH JUST PUSHED IT TOGETHER AND HANDED IT BACK TO ME AFTER I ASKED ABOUT IT! It was passed off by AX as "It's under warranty" after being pushed back together. There IS NOTHING IN THE WAY OF THE SCREEN at the corner where it was originally damaged and the screen fits there JUST FINE! The screen with sticky backing is not installed correctly and the backing is not holding! Contrary to their claim, THE SCREEN WAS ONLY (APPARENTLY) REPLACED ONE ADDITIONAL TIME after the first one THAT I PAID FULL PRICE FOR! There was ONLY one additional screen put on the phone during the second visit and on the third visit NOTHING was done.Desired Settlement: Refund of iPhone 5s screen replacement, $89 plus tax.

Business

Response:

As shown on the attached receipt, The Apple Xchange replaced the broken screen for [redacted]. The phone screen was cracked due to impact sustained in the upper right corner of the phone. On September 9, 2015, we replaced the display assembly. Mr. [redacted] was told at that time, the frame of the phone was bent, and while the screen should be fine, it could apply pressure to the screen, causing it to push apart, which would NOT be a warranty issue. We stated if there was a problem with the panel, it was covered by our 90 day warranty. This covers defects in material or parts used. As shown on the Work Order, Mr. [redacted] signed off to allow us to do the work, and signed off the repair was complete. The charge for the repair with tax would be $92.16. The additional charge of $15 on the receipt is for a case purchased by Mr. [redacted].On October 7, 2015, Mr. [redacted] returned due to the screen lifting. This was due to the bend in the phone putting excess pressure on the corner of the display assembly. As shown in the attached picture, it is evident the corner of the phone is not rounded in the upper left. While we do our best to straighten any phone, it is equivalent to trying to bend back a soda can after it has been bent, and that is always explained to our customers. The notes from the technician that worked on his phone stated:"5s screen lifting, we replaced in September. Phone was bent and dented in below the sleep/wake button. Straightened as much as I could, but could cause screen to lift again at some point. DR"As a courtesy, we agreed to replace the screen despite the damage to Mr. [redacted]’s phone. This was done at our cost, and is shown on attached work order # 8532 on October 7th, 2015. Mr. [redacted] states he came back a 3rd time, and we did not replace it again. The 2nd time we did was a courtesy, but we cannot keep doing this on a phone that was bent, and that was clearly explained.Mr. [redacted] has sought to hurt our business with negative comments online. I contacted Mr. [redacted] by phone on Friday, November 20th, but he just hung up on me. I had asked he bring in the phone so I could look at the phone to determine what options were available to try to remedy the situation. I have attached a picture of the phone showing the bend near the Sleep/Power Button. The photo of the phone was posted by Mr. [redacted] as part of his derogatory comments posted online.The Apple Xchange is a small local business that has been repairing Apple phones and devices since August of 2009, over 6 years. We have remained as a premiere reseller of refurbished Apple Products and Repairs due to our commitment to customer service. It is unfortunate when a situation such as this arises and we do everything in our power, but yet cannot make the customer happy. The Apple Xchange feels we have done everything we can to attempt to rectify the situation in a fair manner. We never like to see complaints being brought to the Revdex.com. We take these very seriously, and as in the past, make sure they get resolved to the best of our ability and we adhere to all the practices of a respected, ethical business.

Consumer

Response:

I just returned from a real Apple Store (San Tan) with a new screen on my phone and not only did Apple fix the screen they said "it was a by the books repair"!! I talked with Apple and, against their stated policy not to replace 3rd party screens, they agreed to replace the AX junk screen. APPLE SAID THERE WAS NOTHING UNUSUAL ABOUT THE REPAIR OTHER THAN THE PHONE HAD A 3RD PARTY SCREEN, AND THEY FIXED IT WITHOUT INCIDENT AND WITHOUT DOING ANYTHING TO THE FRAME OF THE PHONE.Owner also stated "As shown in the attached picture (which was my picture posted on Yelp), it is evident the corner of the phone is not rounded in the upper left." Owner is so out to lunch he didn't even know the PHONE WAS DROPPED AND HIT THE UPPER RIGHT CORNER, NOT THE LEFT!!Owner also claimed he asked me to bring the phone in again for a fourth time which is a flat-out LIE!All I asked for was my money back since they obviously were incapable of fixing my phone! They have refused to refund anything.

Business

Response:

I feel Mr. [redacted] is trying to turn this into a battle of semantics, and that really is not relevant. His picture shows the damage on the Upper Right, maybe the photo is reversed, but whatever the case, it is out of round on the corner where the damage to the phone was sustained. I also clearly stated if he had brought the phone in again I would be happy to look at it again and see what we could do to help the situation. All this aside, it is our goal to try to keep all customers happy. I feel we do an excellent job, as we have very high rankings in customer satisfaction, and reviews online and with organizations like Revdex.com demonstrate what we do.At this point since a 3rd party has now been engaged and replaced the part, I feel at most I can refund is the labor. I would be willing to do this, and give Mr. [redacted] a $50 refund for the repair. In kind, I would also be willing to give Mr. [redacted] a tempered glass screen protector (Worth $25) as a token of my generosity to see that this gets resolved.

Review: I purchased a used laptop computer on 12/23/13 in a trade-in option available at this store. I purchased the [redacted]13 [redacted] for $950.00 less $400.00 value of my [redacted] 21.5 iMac. In the description column, the warranty of the item is stated "Used computers are warranted for 1 FULL YEAR from date of purchase to perform up to original specifications. On two occasions I have had to return the equipment for servicing as some functional/ operational issues arose. In my last visit to the store on 4/4/14, the manager noted that he completed several updates (approximately 6-8) on the equipment; however, he acknowledged a misunderstanding in communication was responsible for him not completing an agreed upon update on restoring the operating system to Maverick which would alleviate the issues I was experiencing. In an angry exchange he referred that if I visit the store with similar issues he would charge me the hourly rate to re-look at the problem.

My issues are two- fold

1. If he upholds that payment will be required for servicing of the computer for the same presenting issues or new ones, then the spirit of the contract will be breached.

2.Customer Service Issues The failure to respond to phone calls when I leave messages about the issues with the computer and requesting a time to bring the computer in. Additionally, the inappropriate behavior by customer service personnel in resolving the issues I was experiencing.

I invite Revdex.com to seek and bring clarification on how to have this equipment function to original specifications.

Business

Response:

As Ms. [redacted] stated she brought her computer to our store on 4/4/14. It is a 13" [redacted] laptop, purchased in December, within the warranty period as stated and running ** X Snow Leopard 10.6.8, since it was transferred from her old computer that she was trading in. Normally we would have upgraded that to the newest ** available, but due to several applications she had and stated were critical, it was necessary to leave it on the version she was running. When she brought the computer in on 4/4, we again made the recommendation of upgrading, but there would be cost involved since she would have to upgrade the applications (Parallels specifically). Just like other service based businesses we have to bill for our time appropriately or we will no longer be in business. Ms. Price was given the cost of $79 for the Parallels upgrade license (to go from 7.0 to 9.0), and $100 Labor (This would be to upgrade ** X from 10.6.8 (Snow Leopard) to ** X 10.9.2 (Mavericks), which is one billed hour, and then upgrading Parallels from version 7.0 to 9.0 (Second Billed Hour), at our rate of $50/hr. Her total bill would be $179 for the upgrades (+ tax on the software license). Ms. [redacted] declined to do this and asked us to just fix what was under warranty which was her machine was underperforming. This was determined to be a result of multiple Anti-Virus apps Ms. [redacted] had installed, and although not within the spec of our hardware warranty, as a courtesy we fixed these issues, did the recommended [redacted] updates and tested to be sure this fixed the performance degradation she had experienced. The computer passed all tests prior to returning to Ms. [redacted], and it was demonstrated to her upon pickup that it was working properly. That is when she stated she thought we would have upgraded it to Mavericks, which would have been a charged service.

We would be glad to do the upgrades Ms. [redacted] is asking for, but it would be billed as it is outside the scope of a hardware warranty. Her options are we upgrade the ** itself to [redacted] (10.9.2) which would be $50 by itself for 1 hour of billed labor, and this will leave her Parallels application not functioning. or to upgrade both for the cost of $179 +tax on the license.

We apologize if there was any misunderstanding to Ms. [redacted], her work order from 4/4/14 is attached, and clearly does not indicate anywhere of any software upgrades. We were told to just diagnose her performance issues which we did successfully. We even showed Ms. [redacted] how to do the [redacted] update when she was ready if she wanted to do it herself, as there is no license cost from [redacted], it just takes time, and, we bill for that, if we perform the upgrade. The benefit of us doing the upgrade is we are prepared if there are any issues to deal with them. As stated if this was done on its own it would break the old version of Parallels she is using. We are an authorized re-seller for Parallels and could sell and support the upgrade to version 9, if Ms. [redacted] chooses to have us do the upgrade.

The [redacted] Xchange

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There were details in the business’ response that are not a true representation of the conversation I had with the store’s owner. Further, since this may resolve into a classic case of hearsay; I would offer my version of the conversation that transpired between the owner and I and decline further involvement with the owner and the ‘[redacted] Xchange’ store in this matter at this time.

When I returned the equipment for poor functioning, I was informed that the issues would have been fixed with the installation of the newer version of the OS. The owner informed me at that time, that this installation would render a specific program ineffective, however, if I purchased the upgrade for $79 this complication would be alleviated. There was no discussion that the cost to have the software upgrade would involve 2 hours making a total of $100.00. Further, it was my understanding that I could purchase the program’s upgrade from the program’s proprietors and personally complete the installation (as I did with the initial installation) I did not make any request for the [redacted] Xchange to perform this task for me; nor had I assumed that this was their responsibility.

It is my understanding that businesses ( and owners managing businesses) be responsible for keeping their word and upholding contractual agreements in any warranty they deliver to customers. Without which the essential foundation of integrity would render the business an inadequate option for good supportive service of their products. Being paid for your service is a definite way to remain in business. However, alienating customers with substandard service is sure way to contradict this purpose. The integrity and longevity of a business is seen how they provide and support their claim of excellent customer service during a crisis. I feel confident that [redacted] Xchange would be provided with other opportunities to do so

Regards,

Business

Response:

As Ms. [redacted] stated she was given the option to purchase the Parallels software for $79 and she can do the labor on her own if she would like. We would gladly stand by that, or she would be charged if we do the work as she was told. This matter is outside the hardware warranty and is an upgrade that requires payment for the product and our time if she chooses to have us do the installs. The time spent working on her machine on April 4th should have been billed as it was also outside the hardware warranty and the problem was a direct result of Ms [redacted] installing multiple anti-virus clients that were running simultaneously. As a courtesy we fixed her software issues and did not charge for our time.

If Ms. [redacted] would like to go forward with the upgrade, we have 2 options available for her. She can buy Parallels from us for $79 and do the upgrades on her own, with support being provided by the software providers ([redacted] + Parallels), or we can do the install for her, at a cost of $100 + Software ($79). If Ms. [redacted] proceeds with the upgrades, or NOT, we would still honor the Hardware warranty on the computer she purchased. Software issues and upgrades are outside the scope of our hardware warranty and are not covered.

The [redacted] Xchange

My Experience:
Bought a previously used IMac, 27 Inch. A great deal and might I add the lowest price on that specific model I could find anywhere. They transferred all files over and merged everything flawlessly. I am a graphic designer and needed this computer specifically for 3D modeling and animation. I took the computer home and began to abuse it, rendering and creating 3D animation pushing the computer to the limits of the graphics and processor, sometimes running the computer 24 hours rendering graphics. One morning after running all night I noticed a miniscule dark line on the LCD and to be honest I was thinking, oh man here it comes, payback for not buying new. I shut the computer down and let it rest to find after start-up the screen was back to normal, same thing occurred a few days later after extended use. I began to do a bit of research and went through several forums to try and see what the problem could have been. I emailed [redacted] (after-hours) on a Wednesday and received and email back minutes later, asking me to bring it on in to take a look. I brought it in on Friday and being used to the way things are run at the [redacted] I was skeptical about getting the computer back by Monday to get back to work on urgent projects but still mentioned that this was an urgent matter, I was going out of town and let them know I would be in first thing Monday morning to pick up. Monday came and again being used to the way [redacted] works, if you don't hear anything back the computer probably isn't ready and to find out anything, its a long process of phone transfers and messages being left to find out exactly that "your computer is not ready". I sent and email Monday night again after hours and received an email back within minutes letting me know that not only was the computer ready but they were expecting me first thing Monday morning (like I told them) and not only was it ready Monday morning but it was ready on Saturday which would be within 24 hours of drop off. These guys had a choice in fixing the computer, a way to cool off the computer with setting the fans to come on early and nip the problem in the bud before it gets hot or what they actually did was completely replace the screen. They did this amazingly all without a need for a complete back-up and re-install of OS ( what seems to be [redacted] first attempt to fix any problem) Wow. I can't express enough the difference in experience from the [redacted] to The Apple Xchange. Don't mean to slam the [redacted] but these guys are certified Apple techs who obviously learned way more from hands on problem solving and thinking outside of the cooperate classroom. Not to mention the kind of attention you would expect from a friend. I don't regret for one second not buying new. And as my business grows I look forward dealing with the Apple Xchange exclusively. Cheers Dudes!