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Reviews World Of Wireless

World Of Wireless Reviews (3)

Initial Business Response /* (1000, 5, 2016/02/24) */
World of wireless did complete and repair Mrs***'s phone, when she left with her phone after the completed repair it was in working condition and had a new non cracked lcd on it, Mrs *** then brang the phone back to us days later
saying that her lcd was broken again, I was not in office at the time and told my sales rep to let her know that we were willing to help her and not leave her high and dry by repairing the phone for her at a second time at a discounted price which would have been $80.00, which is $less than the initial repair, and that was only for repeat business, but she exclaimed to him that she had woke up days later and it was just broken, got upset with him and said some things that I wont mention but left the store, sent me a threatening email toothe following day I called her up first thing in the morn and asked her to come back so I could review the phone and the repair in order to see how I could best satisfy the customer, and she did, she came in and I looked over the phone and explained to her where it had been broken and how I could helpI offered to repair it once over at $vs the $i had told my rep to repair it at she got upset and leftOnce over World of wireless is not into losing customers however we will not be taking advantage of my offer still stands at discounting the repair down to $and or helping her into a new phone at a discounted price, the choice is hers, we are out to help
Initial Consumer Rebuttal /* (3000, 7, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the world of wireless;
Please read the following emails which I sent to the store manager D.W
Original message
From:@gmail.com
Date: Mon, Feb 4:PM
To: @worldofwireless.com;
Subject: Phone Repair 2/13/
Hello ***-
My name is *** and I am a customer who paid for a repair on my cracked screen on SaturdayThe cost of the repair was before taxMy screen was not fixed properly and I cannot seem to get a reasonable explanation as to whyAfter less than hours and no visible damage to the screen Doug is telling me I have to pay to have the additional repairHe says the tech is not here to explain this but there is a tech here? This is a terrible experience, seems like a scam and I will not be taken advantage ofLori Sawson and Fox news will be hearing from me regarding this experience if I am not contacted promptly
Please let me know asap how this will be fixed
***
Sent from my T-Mobile 4G LTE device
(That is the threatening email which was refered to.)
Please read the second email I sent after speaking with D.W;
Hello ***-
After visiting the store and speaking with you yesterday it seems there is still not a reasonable answer for the poor repair done on my cell phoneI would like to take this opportunity to make my request clear before taking any further action on my behalf
I am requesting a refund of the faulty repair for $
At this point I do not feel comfortable allowing your technicians there access to all my personal informationI will not pay any additional money for a repair at WOW
Please respond with your remedy asap
Thank you,
***
Sent from my T-Mobile 4G LTE device
Ultimately the point in coming to the Revdex.com is to try to resolve this disputeI paid for a product that was not receivedSuggesting a customer is out to take advantage of a company is so unprofessionalFurther more commenting that I said things that shouldn't be mention is ridiculousD.W wasn't in the office at that timeWhen I was told to come back in for the repair there was no mention of the repair not being covered or any additional feesHad D.W been in the office when I came in he would have witness the sales rep Doug having the most difficult time explaining what was wrong with my phone and why I needed to pay an additional feeDoug had such a hard time that he went back and forth to the technician times and still couldn't make sense of what he was being told to tell meThat was when I requested to speak directly with the technician because Doug was having as hard time explaining the damageIt was then that I got the run around and decided to send the email
D.W stated the pressure damage was only from something I did, which is ludicrousThe top portion of my phone isn't sealed down and that is how the damage was done to the LCDWhen I asked D.W about that damage he explained that a technician cannot seal the phone as a machine or manufacturer would have in original productionIsn't it then possible that the lcd could have been damaged by the poor repair? Also possible that it took a couple days for that to show up as it is "pressure damage," meaning no proper seal, extra pressure on a lcd, then creating damage? The excuses given are not valid, I paid for a service that was not received, and I deserve a refundA refund to make it right and try to maintain a good reputation as a business

Final Consumer Response /* (2000, 5, 2016/01/14) */
Per email from the consumer: "Not sure of the process but the store contacted me finally after I called them and told them I filed a complaintThere finally resolved the problem "
The customer has been satisfied with the business action and
the case has been closed as resolved

Initial Business Response /* (1000, 5, 2015/09/25) */
In accordance to World of Wireless's no warranty policy on charge port replacements, I am unable to offer the Customer a refund or free replacement for the micro USB charge port replacement on her ZTE ZMax performed on 8/24/2015. I acknowledge...

her frustration from having a phone with no other options to charge the battery, and my offer still stands to replace the charge port again at a reduced price, namely our $25 minimum labor fee.
World of Wireless does not warranty charge port replacements for several reasons. The charge port on a mobile device is the one part that gets the most wear and tear and is the most easily damaged during routine use. A micro USB charger inserted the wrong side up or at an angle can easily damage the port. The prevalent use of after market charging adapters can damage the port when those chargers differ from the manufacturer's specifications. In some cases the same charger may work fine on some phones and not at all on others leaving the false idea that there is something wrong with the phone. Power surges and moisture can easily damage the port. Finally, when a new charge port must be soldered onto the motherboard, the solder is more brittle than the original factory attachment and is at best a temporary fix.
For all these reasons, it is standard and routine practice for all our sales reps and techs to inform a customer of the inherent risks of this type of repair and to be told about our no warranty policy upfront before they decide to have the repair made. When possible, we offer and encourage alternative charging solutions that are more reliable and less expensive than a charge port replacement. For example, we sale universal external battery chargers for phones that have removable batteries.
On 8/24/2015 the Customer visited World of Wireless seeking to have the charge port on her ZTE ZMax repaired. She first met with the Tech on duty. The Tech told her he wouldn't be able to repair the phone and that the replacement part was probably not even in stock.
The Tech, who is an experienced and professional technician, had personal repair knowledge of this make and model phone. In addition to the inherent problems with charge port replacements, the ZTE ZMax is a mid-range phone. To keep the retail price around or under $200, the manufacturer makes compromises in the quality of its parts and in its build. Repairs on these mid-range phones can be less successful and certainly can be a large percentage of the phone's retail price. Often in these cases, it is better for the customer to put the money towards a new phone rather than repair the old phone.
With this knowledge and experience, it was the Tech's professional judgment that the repair should not be done. The Tech is a Latino man and English is a second language to him. Unfortunately he did not clearly convey why he was reluctant to do this repair, and it was apparently interpreted by the Customer that he just didn't want to do it. And it was even more unfortunate that later on social media reviews the Customer essentially characterized the Tech, by name, as lazy, incompetent, smug and criminal. Ironically, the Tech's professional judgement not to spend time or money on this repair proved to be the best advice.
At the point that the Tech was reluctant to do the repair I, the Manager, got involved. Having just finished our start of the week parts inventory, I knew first hand that we did have the part in stock. The Customer seemed to really want her phone repaired, and I knew there was no alternative charging solution with this phone other than replacing the charge port. So, I did offer that yes we can do this repair, but did inform her as is routine of the low success rate and the no warranty policy for this type of repair.
The Customer was at the time informed of the risk of unsuccess, that a successful repair is ultimately only a temporary fix and that the repair carries no warranty. With this information given to her, she chose to have the repair done. The customer acknowledges that the new charge port worked when she picked it up at the store. She claims that it did not work once she got home. Yet, it was not until three weeks later on 9/14/2015 that she returned with the charge port physically damaged and demanded that she get a full refund or that the repair be done again for free.
The Customer was never spoken down to or belittled. She was never accused of intentionally damaging the part. Indeed, she offers the best explanation for the damage in her complaint when she described putting the charger in at an angle. Doing this will accidentally but most assuredly damage the port. I reminded her that the repair was not warrantied, but did offer to redo the repair at a significantly reduced cost.
At the point of reiterating that we can not warranty this repair, the Customer raised her voice, began swearing and began verbally attacking the tech. I abruptly ended the conversation by saying "I was done here." She left swearing and continued this verbal assault against the Tech across various social media review sites unfairly characterizing and stereotyping the Tech, myself and the business in general (see attachments).
World of Wireless has been in business over a decade and has served hundreds of satisfied customers. Our customers are a diverse group comprised of many nationalities who come from various social-economic experiences. When they come into our store, they all share the same common problem of a broken phone. And they all receive the same equal effort from us to repair their phone or offer alternative solutions. We understand that in today's world that being without a phone for even a day can be very frustrating. And that having to pay for repairs on top of a phone bill and phone payments can be a burden. Our staff is experienced in working through the process with customers who are often frustrated and short-tempered. We look beyond that and focus on solving their phone problem. But we can not allow a customer to become offensive, disruptive and verbally or physically aggressive towards the staff. The Customer here crossed that line that day. Our no warranty on charge port stands, but we welcome her to return to the store and accept the offer to repair her charge port for $25.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
Per phone call with the consumer: "When I was there I was not treated properly and have a witness who was there with me who will attest. I was never shown anything about their warranty on fixed parts and will not be returning to them for any other phone repairs."

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Address: 5900 Sugarloaf Pkwy STE 129, Lawrenceville, Georgia, United States, 30043-7839

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