UBIF South Hills Co

The following are the notes recorded after interactions with the customer regarding her Samsung Galaxy SMini in our store lobby on 9/20/Some words have been edited to protect the identities of those involved ln the process of glass removal, pressure caused the LCD to crack in the bottom center before the glass was fully removedI called the Bloomfield and North Hills stores and asked if they had the part in stock but they did notI fully disclosed the details of the mishap to the customer and claimed full responsibilityThe customer was very unhappy that the repair would not be able to be finished todayShe stated that she needed her phone for work and that she would lose money from not having her phone on Monday as overnight shipping would deliver the part on TuesdayShe demanded, that we replace her phone today even though I offered to refund her money and do the repair for freeShe refused to accept my offer to repair the phone for free and instead insisted that we are responsible and obligated the replace her phone todayWhen I informed her that I have neither the authorization nor ability to replace her phone on the spot, she demanded that I return her broken phone to her and stated that she will be buying a new phone outright today and sending us the bill for the replacementI insisted that the better option would be to allow us to do the repair for free but she was very forceful about buying a new oneI informed her that I could only guarantee that we would fix her phone for free but I was uncertain of what types of correspondence would follow between our company and herself if she were to demand reimbursement for a phone that she purchased outside of our own agreement or obligation to do soShe threatened legal action and the involvement of the Revdex.com if we did not comply with her demands despite the fact that an agreement or obligation to meet those demands did not existIn the meantime, a different customer and her boyfriend came into the lobby to ask about an iPhone 5C repairThe upset customer attempted to discourage the new customer from having their phone repaired here, stating that we broke her phone and wouldn't replace it, and that we would probably lie to them and break their phone as wellAfter being refunded for her deposit, the customer left without, fully resolving the situationTo my understanding, she is still fully expecting to send us a bill for reimbursement of the purchase of a SMini although no obligation or agreement was made and all attempts on our part to resolve the problem were rejectedWhile the customer was still interacting with, us about her phone, she had also stated that she had another issue with our storeThis issue was that she had called ahead about, the repair and was told that we had the part in stock for a glass only repair, but when she arrived, we told her that the part was not in stock and would need to be special orderedShe stated that she had read online reviews about, our company and had fully expected this to happen, yet she still chose to come inShe stated that we tell customers that we have parts in stock to lure them in to a repair even in cases that we do not have the part in stockAt the time that she called, we had one SMmi glass in stockWhen she came in on the 13th of September, several days after she had initially called, the part was no longer in stockWe have no obligation to hold a part for a customer who has not placed a deposit or paid for a repairRegardless, a part was ordered and it came in on 9/19, and the customer chose to come in for the repair on 9/When we offered to replace the glass/LCD assembly for free, beyond her issue with wanting the phone replaced immediately, she also stated that she would come in on Tuesday and "it still would not be fixed." Despite all attempts to remedy the situation, satisfy the customer, and avoid escalation, she still chose to reject all offers and negotiations and instead take command of the situation with the expectation that we would comply to her demands for reimbursementI kept, the situation as calm as possible, avoided escalation, and tried to the best of my ability to resolve the situation peacefully and without conflict, but despite my efforts, she still chose to leave before the situation was resolved Please contact me if any details of the situation are unclear Thank you, uBreakiFix South Hiils

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowBelow, please find my reply to the business' response Thank you [redacted] Editorializing - not a factual account of the situation! The writer fails to mention that I requested the manager of the store be called to discuss my options (i.ea replacement phone while I awaited a repair) and was told the manager was unavailable The writer fails to mention that he first told me my phone would be ready Monday, and later retracted to say that it may be ready TuesdayHe could not give me a definite date as to when I would get my phone backThe writer fails to mention that the other customer in the store first addressed me to ask what had happened; I did not solicit her attentionThe writer elaborated on what I actually said to this customerThe writer fails to mention that it was only at the conclusion of the event as I was leaving the store that I informed him that I would be calling a lawyer or the Revdex.com, and not as a threat to help him change his mind This is heart of the complaint There were no "attemptS" nor "offerS", nor "negotiationS" There was only one response: "We broke it; we will fix it; can't say definitely how long it will take." There was no attempt nor offer nor negotiation to help me with the fact that I would be without a phone (my livelihood) for an undetermined amount of days If the worker did not have authority to make other attempts, offers or negotiations, then the store manager should have promptly called me MESSAGE FROM BUSINESS: The following are the notes recorded after interactions with the customer regarding her Samsung Galaxy SMini in our store lobby on 9/20/Some words have been edited to protect the identities of those involved ln the process of glass removal, pressure caused the LCD to crack in the bottom center before the glass was fully removedI called the Bloomfield and North Hills stores and asked if they had the part in stock but they did notI fully disclosed the details of the mishap to the customer and claimed full responsibilityThe customer was very unhappy that the repair would not be able to be finished todayShe stated that she needed her phone for work and that she would lose money from not having her phone on Monday as overnight shipping would deliver the part on TuesdayShe demanded, that we replace her phone today even though I offered to refund her money and do the repair for freeShe refused to accept my offer to repair the phone for free and instead insisted that we are responsible and obligated the replace her phone todayWhen I informed her that I have neither the authorization nor ability to replace her phone on the spot, she demanded that I return her broken phone to her and stated that she will be buying a new phone outright today and sending us the bill for the replacementI insisted that the better option would be to allow us to do the repair for free but she was very forceful about buying a new oneI informed her that I could only guarantee that we would fix her phone for free but I was uncertain of what types of correspondence would follow between our company and herself if she were to demand reimbursement for a phone that she purchased outside of our own agreement or obligation to do soShe threatened legal action and the involvement of the Revdex.com if we did not comply with her demands despite the fact that an agreement or obligation to meet those demands did not existIn the meantime, a different customer and her boyfriend came into the lobby to ask about an iPhone 5C repairThe upset customer attempted to discourage the new customer from having their phone repaired here, stating that we broke her phone and wouldn't replace it, and that we would probably lie to them and break their phone as wellAfter being refunded for her deposit, the customer left without, fully resolving the situationTo my understanding, she is still fully expecting to send us a bill for reimbursement of the purchase of a SMini although no obligation or agreement was made and all attempts on our part to resolve the problem were rejectedWhile the customer was still interacting with, us about her phone, she had also stated that she had another issue with our storeThis issue was that she had called ahead about, the repair and was told that we had the part in stock for a glass only repair, but when she arrived, we told her that the part was not in stock and would need to be special orderedShe stated that she had read online reviews about, our company and had fully expected this to happen, yet she still chose to come inShe stated that we tell customers that we have parts in stock to lure them in to a repair even in cases that we do not have the part in stockAt the time that she called, we had one SMmi glass in stockWhen she came in on the 13th of September, several days after she had initially called, the part was no longer in stockWe have no obligation to hold a part for a customer who has not placed a deposit or paid for a repairRegardless, a part was ordered and it came in on 9/19, and the customer chose to come in for the repair on 9/When we offered to replace the glass/LCD assembly for free, beyond her issue with wanting the phone replaced immediately, she also stated that she would come in on Tuesday and "it still would not be fixed." Despite all attempts to remedy the situation, satisfy the customer, and avoid escalation, she still chose to reject all offers and negotiations and instead take command of the situation with the expectation that we would comply to her demands for reimbursementI kept, the situation as calm as possible, avoided escalation, and tried to the best of my ability to resolve the situation peacefully and without conflict, but despite my efforts, she still chose to leave before the situation was resolved Please contact me if any details of the situation are unclear Thank you, uBreakiFix South Hiils Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I just spent a half hour writing a response, but it flipped back to the business log in when I clicked Proceed after completion. Did you get my response? It was a a rejection of the business' response
Regards,
*** ***

The following are the notes recorded after interactions with the customer regarding her Samsung Galaxy S4 Mini in our store lobby on 9/20/2014. Some words have been edited to protect the identities of those involved.
ln the process of glass removal, pressure caused the LCD to crack in...

the bottom center before the glass was fully removed. I called the  Bloomfield and North Hills stores and asked if they had the part in stock but they did not. I fully disclosed the details of the mishap to the customer and claimed full responsibility. The customer was very unhappy that the repair would not be able to be finished today. She stated that she needed her phone for work and that she would lose money from not having her phone on Monday as overnight shipping would deliver the part on Tuesday. She demanded, that we replace her phone today even though I offered to refund her money and do the repair for free. She refused to accept my offer to repair the phone for free and instead insisted that we are responsible and obligated the replace her phone today. When I informed her that I have neither the authorization nor ability to replace her phone on the spot, she demanded that I return her broken phone to her and stated that she will be buying a new phone outright today and sending us the bill for the replacement. I insisted that the better option would be to allow us to do the repair for free but she was very forceful about buying a new one. I informed her that I could only guarantee that we would fix her phone for free but I was uncertain of what types of correspondence would follow between our company and herself if she were to demand reimbursement for a phone that she purchased outside of our own agreement or obligation to do so. She threatened legal action and the involvement of the Revdex.com if we did not comply with her demands despite the fact that an agreement or obligation to meet those demands did not exist. In the meantime, a different customer and her boyfriend came into the lobby to ask about an iPhone 5C repair. The upset customer attempted to discourage the new customer from having their phone repaired here, stating that we broke her phone and wouldn't replace it, and that we would probably lie to them and break their phone as well. After being refunded for her deposit, the customer left without, fully resolving the situation. To my understanding, she is still fully expecting to send us a bill for reimbursement of the purchase of a S4 Mini although no obligation or agreement was made and all attempts on our part to resolve the problem were rejected. While the customer was still interacting with, us about her phone, she had also stated that she had another issue with our store. This issue was that she had called ahead about, the repair and was told that we had the part in stock for a glass only repair, but when she arrived, we told her that the part was not in stock and would need to be special ordered. She stated that she had read online reviews about, our company and had fully expected this to happen, yet she still chose to come in. She stated that we tell customers that we have parts in stock to lure them in to a repair even in cases that we do not have the part in stock. At the time that she called, we had one S4 Mmi glass in stock. When she came in on the 13th of September, several days after she had initially called, the part was no longer in stock. We have no obligation to hold a part for a customer who has not placed a deposit or paid for a repair. Regardless, a part was ordered and it came in on 9/19, and the customer chose to come in for the repair on 9/20. When we offered to replace the glass/LCD assembly for free, beyond her issue with wanting the phone replaced immediately, she also stated that she would come in on Tuesday and "it still would not be fixed." Despite all attempts to remedy the situation, satisfy the customer, and avoid escalation, she still chose to reject all offers and negotiations and instead take command of the situation with the expectation that we would comply to her demands for reimbursement. I kept, the situation as calm as possible, avoided escalation, and tried to the best of my ability to resolve the situation peacefully and without conflict, but despite my efforts, she still chose to leave before the situation was resolved.
Please contact me if any details of the situation are unclear.
Thank you,
uBreakiFix South Hiils

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Below, please find my reply to the business' response.  Thank you.  [redacted]
 
 
Editorializing - not a factual account of the situation!  The writer fails to mention that I requested the manager of the store be called to discuss my options (i.e. a replacement phone while I awaited a repair) and was told the manager was unavailable.  The writer fails to mention that he first told me my phone would be ready Monday, and later retracted to say that it may be ready Tuesday. He could not give me a definite date as to when I would get my phone back. The writer fails to mention that the other customer in the store first addressed me to ask what had happened; I did not solicit her attention. The writer elaborated on what I actually said to this customer. The writer fails to mention that it was only at the conclusion of the event as I was leaving the store that  I informed him that I would be calling a lawyer or the Revdex.com, and not as a threat to help him change his mind.
 
This is heart of the complaint.  There were no "attemptS" nor "offerS", nor "negotiationS".  There was only one response: "We broke it; we will fix it; can't say definitely how long it will take."  There was no attempt nor offer nor negotiation to help me with the fact that I would be without a phone (my livelihood) for an undetermined amount of days.  If the worker did not have authority to make other attempts, offers or negotiations, then the store manager should have promptly called me.
 
MESSAGE FROM BUSINESS:
The following are the notes recorded after interactions with the customer regarding her Samsung Galaxy S4 Mini in our store lobby on 9/20/2014. Some words have been edited to protect the identities of those involved.
ln the process of glass removal, pressure caused the LCD to crack in the bottom center before the glass was fully removed. I called the  Bloomfield and North Hills stores and asked if they had the part in stock but they did not. I fully disclosed the details of the mishap to the customer and claimed full responsibility. The customer was very unhappy that the repair would not be able to be finished today. She stated that she needed her phone for work and that she would lose money from not having her phone on Monday as overnight shipping would deliver the part on Tuesday. She demanded, that we replace her phone today even though I offered to refund her money and do the repair for free. She refused to accept my offer to repair the phone for free and instead insisted that we are responsible and obligated the replace her phone today. When I informed her that I have neither the authorization nor ability to replace her phone on the spot, she demanded that I return her broken phone to her and stated that she will be buying a new phone outright today and sending us the bill for the replacement. I insisted that the better option would be to allow us to do the repair for free but she was very forceful about buying a new one. I informed her that I could only guarantee that we would fix her phone for free but I was uncertain of what types of correspondence would follow between our company and herself if she were to demand reimbursement for a phone that she purchased outside of our own agreement or obligation to do so. She threatened legal action and the involvement of the Revdex.com if we did not comply with her demands despite the fact that an agreement or obligation to meet those demands did not exist. In the meantime, a different customer and her boyfriend came into the lobby to ask about an iPhone 5C repair. The upset customer attempted to discourage the new customer from having their phone repaired here, stating that we broke her phone and wouldn't replace it, and that we would probably lie to them and break their phone as well. After being refunded for her deposit, the customer left without, fully resolving the situation. To my understanding, she is still fully expecting to send us a bill for reimbursement of the purchase of a S4 Mini although no obligation or agreement was made and all attempts on our part to resolve the problem were rejected. While the customer was still interacting with, us about her phone, she had also stated that she had another issue with our store. This issue was that she had called ahead about, the repair and was told that we had the part in stock for a glass only repair, but when she arrived, we told her that the part was not in stock and would need to be special ordered. She stated that she had read online reviews about, our company and had fully expected this to happen, yet she still chose to come in. She stated that we tell customers that we have parts in stock to lure them in to a repair even in cases that we do not have the part in stock. At the time that she called, we had one S4 Mmi glass in stock. When she came in on the 13th of September, several days after she had initially called, the part was no longer in stock. We have no obligation to hold a part for a customer who has not placed a deposit or paid for a repair. Regardless, a part was ordered and it came in on 9/19, and the customer chose to come in for the repair on 9/20. When we offered to replace the glass/LCD assembly for free, beyond her issue with wanting the phone replaced immediately, she also stated that she would come in on Tuesday and "it still would not be fixed." Despite all attempts to remedy the situation, satisfy the customer, and avoid escalation, she still chose to reject all offers and negotiations and instead take command of the situation with the expectation that we would comply to her demands for reimbursement. I kept, the situation as calm as possible, avoided escalation, and tried to the best of my ability to resolve the situation peacefully and without conflict, but despite my efforts, she still chose to leave before the situation was resolved.
Please contact me if any details of the situation are unclear.
Thank you, 
uBreakiFix South Hiils
Regards,
[redacted]

Review: I cracked the screen on my Samsung Galaxy S4 Mini smartphone. My phone was still fully functional. I needed same day service, as I use my phone for work. Reviews on the internet said this business did fix screens while you wait but beware: they would say they have your part in stock but when you arrive at the store, you would have to pay deposit and return; also beware that the cost may change. This was closest while you wait service to my home (42 miles away). I called, they said they had my screen in stock, I went into the shop, no screen, I paid a deposit, and went back a week later (Sept 20th) for the repair when the part came in. They told me the repair would take awhile, and could they call me when it was repaired. I told them I would wait, that I needed my phone back that day for work. Fifteen minutes later they came out and told me they apologized, but they broke the phone, and that it was unusable, that they would order the part, fix it for free, and call me when it was done. I said I need my phone for work, and everyday without it is potential income loss. They said sorry nothing they could do. I asked that they give me a replacement phone to use while they repair it. They said sorry they don't do that. I asked that they help me pay for a new phone that day. They said sorry they don't do that. I asked that the store manager be called. They said sorry he is not available. I asked for my phone back. They handed me a trashed (totally smashed display with parts underneath cracked as well) phone and a removed SIM card (why it was removed, I don't know). I went down the road to the closest [redacted] store and bought another phone. I waited until the weekend was over and all day Monday, hoping the manager of the store would call me to apologize and at least offer some restitution. Not a peep.Desired Settlement: I believe they should now pay the $480 I had to fork out for a new Samsung Galaxy S4 Mini minus the cost of the repair I originally was to pay for a cracked screen ($115). I believe they owe me $365.

Business

Response:

The following are the notes recorded after interactions with the customer regarding her Samsung Galaxy S4 Mini in our store lobby on 9/20/2014. Some words have been edited to protect the identities of those involved.

ln the process of glass removal, pressure caused the LCD to crack in the bottom center before the glass was fully removed. I called the Bloomfield and North Hills stores and asked if they had the part in stock but they did not. I fully disclosed the details of the mishap to the customer and claimed full responsibility. The customer was very unhappy that the repair would not be able to be finished today. She stated that she needed her phone for work and that she would lose money from not having her phone on Monday as overnight shipping would deliver the part on Tuesday. She demanded, that we replace her phone today even though I offered to refund her money and do the repair for free. She refused to accept my offer to repair the phone for free and instead insisted that we are responsible and obligated the replace her phone today. When I informed her that I have neither the authorization nor ability to replace her phone on the spot, she demanded that I return her broken phone to her and stated that she will be buying a new phone outright today and sending us the bill for the replacement. I insisted that the better option would be to allow us to do the repair for free but she was very forceful about buying a new one. I informed her that I could only guarantee that we would fix her phone for free but I was uncertain of what types of correspondence would follow between our company and herself if she were to demand reimbursement for a phone that she purchased outside of our own agreement or obligation to do so. She threatened legal action and the involvement of the Revdex.com if we did not comply with her demands despite the fact that an agreement or obligation to meet those demands did not exist. In the meantime, a different customer and her boyfriend came into the lobby to ask about an iPhone 5C repair. The upset customer attempted to discourage the new customer from having their phone repaired here, stating that we broke her phone and wouldn't replace it, and that we would probably lie to them and break their phone as well. After being refunded for her deposit, the customer left without, fully resolving the situation. To my understanding, she is still fully expecting to send us a bill for reimbursement of the purchase of a S4 Mini although no obligation or agreement was made and all attempts on our part to resolve the problem were rejected. While the customer was still interacting with, us about her phone, she had also stated that she had another issue with our store. This issue was that she had called ahead about, the repair and was told that we had the part in stock for a glass only repair, but when she arrived, we told her that the part was not in stock and would need to be special ordered. She stated that she had read online reviews about, our company and had fully expected this to happen, yet she still chose to come in. She stated that we tell customers that we have parts in stock to lure them in to a repair even in cases that we do not have the part in stock. At the time that she called, we had one S4 Mmi glass in stock. When she came in on the 13th of September, several days after she had initially called, the part was no longer in stock. We have no obligation to hold a part for a customer who has not placed a deposit or paid for a repair. Regardless, a part was ordered and it came in on 9/19, and the customer chose to come in for the repair on 9/20. When we offered to replace the glass/LCD assembly for free, beyond her issue with wanting the phone replaced immediately, she also stated that she would come in on Tuesday and "it still would not be fixed." Despite all attempts to remedy the situation, satisfy the customer, and avoid escalation, she still chose to reject all offers and negotiations and instead take command of the situation with the expectation that we would comply to her demands for reimbursement. I kept, the situation as calm as possible, avoided escalation, and tried to the best of my ability to resolve the situation peacefully and without conflict, but despite my efforts, she still chose to leave before the situation was resolved.

Please contact me if any details of the situation are unclear.

Thank you,

uBreakiFix South Hiils