The Device Shop

The customer came in for a screen replacement which we provided. Within a couple of weeks she dropped the phone again and the screen broke again, even though she bought a case. We make no claim that purchasing a case will prevent the phone from breaking again, and told her that it was bad luck that...

it broke again. We told her that we empathize with her and could work out a deal since it was so recent, but we'd still have to charge her since she admitted she dropped it (both in her yelp review and this complaint) and our warranty explicitly states that the warranty does not cover physically damaged phones. With regards to the delay in responding via [redacted], Matt the other owner was on vacation and he's the one the only one with access to the business page, but noted that when he did respond, it was consistent with what complainant had been told previously. It just wasn't the answer she wanted. We fix hundreds of phones a week and hear on a daily basis that phones that are brand new, or that have never been fixed before fall from a short distance even on to carpet and break. As we stated to the customer several times, this is nothing but a case of bad luck, and it's not our responsibility to replace a part that costs us well over $100 because she dropped the phone again. You can reference our warranty here: [redacted] Lastly in reference to the home button, not centered, in terms of the button sitting on the screen, there's only one way it fits in. It's 100% impossible for the button not to sit in place. There's a chance that the tempered glass sitting on top of the glass we replaced is off center, but that's merely a cosmetic issue and would in no way contribute to the screen breaking. Additionally, if the customer was concerned about the home button being 'off-center', that is certainly something we would have been happy to take a look at and correct under warranty, but customer made no attempt to contact us with this until after the screen broke again. Best, Chivas

Review: I had my screen replaced at the end of January 2016 by this business and also purchases a screen protector off them which I was advised will prevent my screen from breaking again. My phone was dropped from the couch to the floor (not a great distance) two weeks ago and the screen broke again, even with the protector on it causing the protector to half be removed and two quite serve cracks. I rang the business to ask to be replaced and received a 'bad luck' answer on the two occasions I rang. I then contacted the owner through yelp who when I first contacted them got back to me in an hour but when I had warranty issues didn't bother to return my message for a week until I sent another. I got the same answer from him. This business should not be advertising false protection information on their products. This seems like they sell your a protector which would prevent damage only to create damage so they gain more business. The second issue I have is the replacement screen does not sit square in on the phone so the home button is not centered. I was told by the owner (who hasn't actually seen the phone) it's impossible. Looking at my phone - it isn't.Desired Settlement: The desired outcome would be a full refund on the screen that was damaged with the use of the product they sold me to prevent that exact same issue. That would be $129 + tax + service fee for using a credit card.

Business

Response:

The customer came in for a screen replacement which we provided. Within a couple of weeks she dropped the phone again and the screen broke again, even though she bought a case. We make no claim that purchasing a case will prevent the phone from breaking again, and told her that it was bad luck that it broke again. We told her that we empathize with her and could work out a deal since it was so recent, but we'd still have to charge her since she admitted she dropped it (both in her yelp review and this complaint) and our warranty explicitly states that the warranty does not cover physically damaged phones. With regards to the delay in responding via [redacted], Matt the other owner was on vacation and he's the one the only one with access to the business page, but noted that when he did respond, it was consistent with what complainant had been told previously. It just wasn't the answer she wanted. We fix hundreds of phones a week and hear on a daily basis that phones that are brand new, or that have never been fixed before fall from a short distance even on to carpet and break. As we stated to the customer several times, this is nothing but a case of bad luck, and it's not our responsibility to replace a part that costs us well over $100 because she dropped the phone again. You can reference our warranty here: [redacted] Lastly in reference to the home button, not centered, in terms of the button sitting on the screen, there's only one way it fits in. It's 100% impossible for the button not to sit in place. There's a chance that the tempered glass sitting on top of the glass we replaced is off center, but that's merely a cosmetic issue and would in no way contribute to the screen breaking. Additionally, if the customer was concerned about the home button being 'off-center', that is certainly something we would have been happy to take a look at and correct under warranty, but customer made no attempt to contact us with this until after the screen broke again. Best, Chivas

Review: I had the screen replaced on my iPhone 5 on February **, 2014, exactly 70 days ago today. I paid $94 for this service. When I received the phone back from the repairman, the power button on the device was not working. For a variety of reasons (difficulty of leaving work during the day, travel, etc.) I did not bring the device back in for repair until today, April **, 2014. Given that this business advertises a 180 day warranty for non-accidental damage, with no requirement that a device be brought in immediately for assessment, the 70 day delay should not have been an issue. However, when I brought the device in today to have the power button fixed, the business refused to honor its warranty and would neither fix it nor give me my money back. The business claimed that there was no connection between a screen replacement and power button malfunction. But immediately after leaving this business I visited a similar iPhone repair shop who indicated that the two are very related and that a shoddy screen replacement can absolutely cause a power button malfunction. (Not to mention, the power button was working perfectly before my repair and ceased to work immediately after my repair.)

This business's warranty reads: "Fix My iPhone NYC offers a 180 day warranty on parts and repairs. If you’ve got an issue with a repair within the first 6 months, bring it in and we’ll take care of it or your money back. This repair DOES NOT INCLUDE PHYSICAL DAMAGE. If you drop your phone and the screen breaks, this is not covered under warranty… only for defective parts." (From the company website at [redacted])Desired Settlement: Full refund

Business

Response:

We fix several hundred iPhone 5 screens a month and have never run into a power breaking upon the repair of a screen. IF you were in fact the first customer that that happened to, you could have notified us at any time given your issue but failed to do so.

That being said, the reason we did not honor the warranty regardless of whether or not you notified us right away is because when you came in on the 70th day, your screen was broken... something you neglected to mention in your complaint. A broken screen is considered physical damage and is not covered under our warranty, plain and simple.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In response to the company's claim that I did not notify it of the power button failure, I would like to note that I did notify the company of this failure, well within the warranty period, by bringing my phone into the shop on 4/**/2014. Despite being within the warranty period, the company would not honor its warranty. Nowhere in the warranty does it say that the customer must notify the company IMMEDIATELY of any damage. If you offer a lengthy warranty period, then you must allow the customer to notify you of damage at any time within that period. That is the point of offering the warranty. If you will not honor your warranty after 4 weeks, then change your warranty to be less than 4 weeks. As it currently stands, it is false and misleading.

In response to the company's second claim that my screen was broken, this is true. My screen had cracked that morning in my pocket. I was not asking the company to replace the screen under warranty as I understand that this was physical damage. I was asking them to fix the power button, which had broken weeks earlier when I received my phone back from this company with a replacement screen. If the company had honored its warranty re: the power button, I would have paid them to replace my screen on the same visit. The broken screen on the day of the visit has nothing to do with the fact that I received my phone back from the company with a broken power button.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer initially came in to our office in early February for a screen replacement on an iPhone 5. When the customer brought the phone in on or around April [redacted], it had a broken screen and a faulty power button. The customer clearly stated in her previous response "Its power button was defective due to the shop using a defective part. I was not asking them to repair the physical damage to my screen, which was unrelated to the defective power button. “

We never replaced the power button. Power buttons break, it’s been so much of an issue that Apple does replacements for them… here is a link: [redacted]

The bottom line is the customer tried to get a free power button replacement on the basis of the screen being broken even though she stated they are completely unrelated, which is correct. As a result of the two issues being completely unrelated, we denied warranty service on both the power button (never under warranty), and the screen (as a result of physical damage).

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My power button stopped working immediately after having the screen replaced by this company in February. It had been working perfectly fine prior to the screen replacement. I never said that these two events were unrelated - unless this was an enormous coincidence, it is clear that the events ARE related, which is why I requested (and am still requesting) service or a refund under warranty. The company that ultimately fixed my power button said that screen replacements often interfere with power button functioning, contrary to this company's claim.

It is true that my screen broke again in April. This is what I said was unrelated to my power button not working. As explained several times already, the power button stopped working in February when this company replaced my screen. Not sure how much clearer I can make this.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered an LCD replacement for a Samsung galaxy s4. The LCD broke within a month of receiving it back. When I replaced it at full price with another company we could see that no adhesive was applied during the device shop's repairs, making it extremely likely to need another repair.Desired Settlement: Full refund

Business

Response:

Thanks for contacting us.