Truckee Copy Center

Hi,
Here is our...

encounter with Mr [redacted] came to us to have his cracked iPhone 6 plus to be repaired.
We replaced the part which consists of a combo digitizer lcd and glass(all in one unit).
Our warranty covers defects in the lcd`s ability to operate correctly.
It doesn’t cover new damaged to the screen after our repair.
Several days later [redacted] brought his phone back with a broken screen again. He wanted us to fix it for free.
I made him aware that our warranty doesn’t cover damage to the cracked screen due to customer misuse.
We offered to replace the unit at half price and [redacted] denied the offer.
[redacted]
Copy Center
[redacted]

Review: After I called the local [redacted] store to inquire about getting my iPhone 6 plus screen fixed I was then referred to the Copy Center and was told they were the only ones who replace screens in the area. I took my phone in and was told it would only take 30 minutes and it would be good as new. I came back and was charged $165 but bit the bullet and was happy it was fixed. As I started to use my phone more when I returned to work I noticed the touch screen was unresponsive and messed up. I figured this was a simple installation error and called the store to let them know but it was after hours. The next day I was traveling for work and had to go a whole day with a phone that wouldn't work. As i'm dealing with my phone not working properly I notice the screen has a fresh brand new crack at the top where the speaker is. Which had to be from a poor installation because it was just normal usage to cause this and wasn't dropped. My phone is huge part of my job so the very next day I go back in the store to see the same guy who helped me 48 hours prior. He said the crack is the reason for the touch screen being unresponsive but I told him it was happening before and he had no sympathy or customer service attitude to even suggest options. He said to leave it for an hour and he would call the "manufacturer" to see if they would take this glass back. After waiting around I come back in the store and the first thing he says is they denied it so to replace it he would be taking a loss and wanted to charge me $80 more. I told him I will deal with the new crack but just get my touch screen to work again like it did prior to bring it in. After he put the screen back on I sat there and tested it to show it was still not working and he said sorry there's I can do and the crack in the reason for it. He had a horrible attitude and didn't take any responsibility for the problem only wanting me to pay him more money.

So now I have a phone that is pretty much unusable and out $165.Desired Settlement: Fix the touch screen or refund me for the service so I can go to a more credible store that backs their product.

Business

Response:

Hi,