In regards to complaint ID [redacted] , we have made multiple attempts to resolve the situation When [redacted] originally brought her phone in, we replaced her screen When she left, the phone was operational and she left satisfied At the time we only took payment after the job has been completed and the customer is satisfied with the result If there was more work to be done, or the customer is unsatisfied, we offer to return it to them in the condition it was brought in typically at no charge.In this instance, [redacted] took the phone and made the payment, which no customer would do if their device were not functioning The original estimate can be seen here and is dated 05/17, as is the invoice which can be seen here When [redacted] returned the first time it was after she visited [redacted] on 05/28/ When she explained the situation she said she took the phone to them because after a couple of days it stopped responding to touch [redacted] told us that they told her that someone might have pressed down too hard on the phone and bent the pins on the board where the screen connects causing damage The repair check sheet that [redacted] says they provided her is included does not mention any of her claims, and none of the pre or post check worksheet was completed Included here is a copy of the sheet that was provided.At this time the previous owner, Tiffany, offered [redacted] a refund for the work done if the phone we loaned her to use was returned [redacted] rejected the offer.She returned again on 7/23/at 1:05PM By this point I had assumed ownership of the business I told her that I would examine the phone closely as I was not directly involved at every step of the process previously and was only relying on second hand information The following is directly from our ticket tracking software describing the interaction with [redacted] :Sat 07-23-12:PM Phone 7/12:05P [redacted] was again informed she could have a refund for the work that we did since the device was non-repairable, so long as she returned the loaner phone we providedShe said that was unacceptable and that we should buy her a new iPhone because it was just fine until she brought it inI informed Ms [redacted] that with the way the case is bent/warped, and with the fact that the screen was broken when it was brought in, it was not fineI explained that more than likely when the case was damaged, it caused the damage to the board which ultimately resulted in failureShe then complained about being without a phone, and I reminded her that we provided her with a phone free of charge that she has been using for several monthsShe said that was not good enough, and that we need to buy her a new iPhone or she will file complaints with the Revdex.com and get lawyers involvedI again tried to explain that bent cases aren't always immediately noticed - but they do can cause permanent damage which isn't repairableI again reiterated that we could refund her payment if she returned our loanerShe then kept repeating that we just needed to buy her a new phone or she would leave Revdex.com complaints and get her lawyers involvedSince she was not open to any other solutions other than replacing an already damaged phone with a brand new phone, I informed her that it might be best if she did file her complains and we resolve the issue through official channelsShe replied "I'll do that then" and hung upby Matthew DossAccording to Apple, the bending point of an iPhone case is 25kg (~55lbs) The bend on [redacted] 's phone would have required that amount of force, at a minimum, to bend It is bent like it has been twisted, and the bend was not noticed either by us during the initial repair, or by [redacted] staff when they examined the phone When bent there is the possibility of damage to the logic board itself, which has the potential to cause the phone to be entirely non-functioning or to have selective issues such as those that [redacted] says she is having.However, following my examination I could not locate any physical damage that has been caused in the areas affected by screen repair ESD (electrostatic-discharge) similarly is not an issue in our shop as we use either an anti-static wrist strap or anti-static gloves along with anti-static mats If there is any ESD it runs safely through the strap or mat to grounded cables rather than damaging electronic components.Every part of the process of my investigation into the issue was documented, and numerous images were taken, to include comparison images showing the extent of the bending, as well as images of the region the screen is plugged up which shows that none of the pins are damaged as [redacted] claims All of them are included in her entries in our ticketing system and can be provided upon request At no time did I ever tell [redacted] that this situation was not my problem, and I personally spent around several hours investigating the issues surrounding a minute repair jobDuring every single interaction I have offered to provide a refund, provided she return the phone we loaned to her She repetitively demanded that we both refund her and buy her a brand new phone, and has at multiple times escalated the situation both by screaming and attempting to threaten our business I have at multiple times reiterated that I could not buy her a new phone because:There is NO supporting evidence of damaged screen connectors on the logic board despite [redacted] 's claimThe phone in question has significant bends and twists in the case which are impossible to cause during a repair as they require a minimum of 55lbs of pressure, which is significantly more than our tools or individual fingers would cause Such bends are indicative of sitting or leaning against the phone while it is in contact with another object (seat, counter, etc)When bent the iPhone and subsequent models are notorious for failing, and ending up in a non-repairable stateIt was working when it left our shop, and we have absolutely no evidence of what happened when it left our shop [redacted] did not provide any supporting documentation Additionally, [redacted] stores are not experienced technicians Typically they focus entirely on sales, and refer customers with technical issues they want repaired to us As such, we cannot verify that the work was performed correctly, no further damage was caused during their inspection, or that the intent wasn't to sell the [redacted] on the idea of just buying a new phone Furthermore even if disregarding their business being selling phones rather than repairing them, none of the things [redacted] says [redacted] stated are documented on the form they providedWhen dropping off her phone [redacted] agreed to a the terms/disclaimer which can be seen in the above linked images Specifically, "Non repairable - Due to the nature of certain repairs, not all equipment can be repaired." Despite her claim that "nothing was wrong with my phone before I brought it in," the phone was brought to a repair shop due to extensive damage to the screen, and also shows signs of being bent and twisted We were in no way responsible for the damage leading to the need to repair it, and nothing done since has caused any noticeable physical damage to the phone There is a chance that if the board had fractures in it from the original damage it sustained that pressure on the board may have worsened that damage, however, that damage again would have been caused by the initial incident causing the bend and break and would have resulted in a non-repairable status regardless of who attempted the repairGiven the lack of evidence of any other damage, this is the only likely cause for the experienced issues Situations like this is the exact reason we point out on both our estimates (which [redacted] received prior to the repair), as well as our invoices (which [redacted] received when she accepted the device after the initial repair) that not every device is repairable, and it has been explained at every interaction along with more technical explanations which have constantly been dismissed.Both of the last two times I have had contact with [redacted] have resulted in her leveling threats of lawsuits and contacting you, the Revdex.com, to attempt to persuade me to buy her a new phone She has at every opportunity refused to return the phone that we provided on loan, refused our offer to refund her original payment, and has continued to escalate.I genuinely sympathize with her predicament I do understand that lacking knowledge of how electronic devices work, and how they can become damaged, that it is easy to come to the conclusion that people who have undertaken a repair job must be at fault Although that conclusion is easy to come to, that does not mean that it is correct, nor does it excuse the use of threats to change the outcome, or making statements when reporting these events ("When I explained what has happened to the new owner, He stated that it was a previous problem and NOT HIS PROBLEM") When we, Tekcomm, are responsible for an unfavorable outcome due to our own mistakes or negligence, we absolutely do take steps to make the situation right - and often take those steps before the phone is even initially picked up by the customer The reality is there is absolutely no evidence of negligence during the repair, and as I was an employee of the previous owner before taking over the business, I have continued to business in the same manner and with the same customers as if nothing has changed I regularly go out of my way to ensure every customer understands exactly what is going on with their repairs, what the potential risks are, and even when they are financially better off to simply replace the device although that realistically costs us business What matters to this business are the facts surrounding repairs and potential repairs, and not how they feel I understand that a failed repair is upsetting, but the facts do not coincide with the feeling that [redacted] 's initial damage is not responsible for the condition the phone is inDespite the misleading statements, outright lies, and repetitive threats of both legal reprisal and formal complains, I am now just as I have been during every interaction willing to refund her for the repair provided she return the phone that we loaned her I will not provide a replacement phone along side that refund given the state of the phone when it was first brought in, and the lack of any supporting information that we may have been at fault If this is still not acceptable to [redacted] , I am more than willing to submit the phone to more extensive examination by qualified board level technicians and let the facts speak for themselves
In regards to complaint ID [redacted], we have made multiple attempts to resolve the situation. When [redacted] originally brought her phone in, we replaced her screen. When she left, the phone was operational and she left satisfied. At the time we only took payment after the job...
has been completed and the customer is satisfied with the result. If there was more work to be done, or the customer is unsatisfied, we offer to return it to them in the condition it was brought in typically at no charge.In this instance, [redacted] took the phone and made the payment, which no customer would do if their device were not functioning. The original estimate can be seen here and is dated 05/17, as is the invoice which can be seen here. When [redacted] returned the first time it was after she visited [redacted] on 05/28/2016. When she explained the situation she said she took the phone to them because after a couple of days it stopped responding to touch. [redacted] told us that they told her that someone might have pressed down too hard on the phone and bent the pins on the board where the screen connects causing damage. The repair check sheet that [redacted] says they provided her is included does not mention any of her claims, and none of the pre or post check worksheet was completed. Included here is a copy of the sheet that was provided.At this time the previous owner, Tiffany, offered [redacted] a refund for the work done if the phone we loaned her to use was returned. [redacted] rejected the offer.She returned again on 7/23/2016 at 1:05PM. By this point I had assumed ownership of the business. I told her that I would examine the phone closely as I was not directly involved at every step of the process previously and was only relying on second hand information. The following is directly from our ticket tracking software describing the interaction with [redacted]:Sat 07-23-16 12:51 PM Phone 7/23 12:05P [redacted] was again informed she could have a refund for the work that we did since the device was non-repairable, so long as she returned the loaner phone we provided. She said that was unacceptable and that we should buy her a new iPhone because it was just fine until she brought it in. I informed Ms [redacted] that with the way the case is bent/warped, and with the fact that the screen was broken when it was brought in, it was not fine. I explained that more than likely when the case was damaged, it caused the damage to the board which ultimately resulted in failure. She then complained about being without a phone, and I reminded her that we provided her with a phone free of charge that she has been using for several months. She said that was not good enough, and that we need to buy her a new iPhone 6 or she will file complaints with the Revdex.com and get lawyers involved. I again tried to explain that bent cases aren't always immediately noticed - but they do can cause permanent damage which isn't repairable. I again reiterated that we could refund her payment if she returned our loaner. She then kept repeating that we just needed to buy her a new phone or she would leave Revdex.com complaints and get her lawyers involved. Since she was not open to any other solutions other than replacing an already damaged phone with a brand new phone, I informed her that it might be best if she did file her complains and we resolve the issue through official channels. She replied "I'll do that then" and hung up. by Matthew DossAccording to Apple, the bending point of an iPhone 6 case is 25kg (~55lbs). The bend on [redacted]'s phone would have required that amount of force, at a minimum, to bend. It is bent like it has been twisted, and the bend was not noticed either by us during the initial repair, or by [redacted] staff when they examined the phone. When bent there is the possibility of damage to the logic board itself, which has the potential to cause the phone to be entirely non-functioning or to have selective issues such as those that [redacted] says she is having.However, following my examination I could not locate any physical damage that has been caused in the areas affected by screen repair. ESD (electrostatic-discharge) similarly is not an issue in our shop as we use either an anti-static wrist strap or anti-static gloves along with anti-static mats. If there is any ESD it runs safely through the strap or mat to grounded cables rather than damaging electronic components.Every part of the process of my investigation into the issue was documented, and numerous images were taken, to include comparison images showing the extent of the bending, as well as images of the region the screen is plugged up which shows that none of the pins are damaged as [redacted] claims. All of them are included in her entries in our ticketing system and can be provided upon request. At no time did I ever tell [redacted] that this situation was not my problem, and I personally spent around several hours investigating the issues surrounding a 15 minute repair job. During every single interaction I have offered to provide a refund, provided she return the phone we loaned to her. She repetitively demanded that we both refund her and buy her a brand new phone, and has at multiple times escalated the situation both by screaming and attempting to threaten our business. I have at multiple times reiterated that I could not buy her a new phone because:1. There is NO supporting evidence of damaged screen connectors on the logic board despite [redacted]'s claim2. The phone in question has significant bends and twists in the case which are impossible to cause during a repair as they require a minimum of 55lbs of pressure, which is significantly more than our tools or individual fingers would cause. Such bends are indicative of sitting or leaning against the phone while it is in contact with another object (seat, counter, etc). When bent the iPhone 6 and subsequent models are notorious for failing, and ending up in a non-repairable state.3. It was working when it left our shop, and we have absolutely no evidence of what happened when it left our shop.4. [redacted] did not provide any supporting documentation. Additionally, [redacted] stores are not experienced technicians. Typically they focus entirely on sales, and refer customers with technical issues they want repaired to us. As such, we cannot verify that the work was performed correctly, no further damage was caused during their inspection, or that the intent wasn't to sell the [redacted] on the idea of just buying a new phone. Furthermore even if disregarding their business being selling phones rather than repairing them, none of the things [redacted] says [redacted] stated are documented on the form they provided.5. When dropping off her phone [redacted] agreed to a the terms/disclaimer which can be seen in the above linked images. Specifically, "Non repairable - Due to the nature of certain repairs, not all equipment can be repaired." 6. Despite her claim that "nothing was wrong with my phone before I brought it in," the phone was brought to a repair shop due to extensive damage to the screen, and also shows signs of being bent and twisted. We were in no way responsible for the damage leading to the need to repair it, and nothing done since has caused any noticeable physical damage to the phone. There is a chance that if the board had fractures in it from the original damage it sustained that pressure on the board may have worsened that damage, however, that damage again would have been caused by the initial incident causing the bend and break and would have resulted in a non-repairable status regardless of who attempted the repair. Given the lack of evidence of any other damage, this is the only likely cause for the experienced issues. Situations like this is the exact reason we point out on both our estimates (which [redacted] received prior to the repair), as well as our invoices (which [redacted] received when she accepted the device after the initial repair) that not every device is repairable, and it has been explained at every interaction along with more technical explanations which have constantly been dismissed.Both of the last two times I have had contact with [redacted] have resulted in her leveling threats of lawsuits and contacting you, the Revdex.com, to attempt to persuade me to buy her a new phone. She has at every opportunity refused to return the phone that we provided on loan, refused our offer to refund her original payment, and has continued to escalate.I genuinely sympathize with her predicament. I do understand that lacking knowledge of how electronic devices work, and how they can become damaged, that it is easy to come to the conclusion that people who have undertaken a repair job must be at fault. Although that conclusion is easy to come to, that does not mean that it is correct, nor does it excuse the use of threats to change the outcome, or making false statements when reporting these events ("When I explained what has happened to the new owner, He stated that it was a previous problem and NOT HIS PROBLEM"). When we, Tekcomm, are responsible for an unfavorable outcome due to our own mistakes or negligence, we absolutely do take steps to make the situation right - and often take those steps before the phone is even initially picked up by the customer. The reality is there is absolutely no evidence of negligence during the repair, and as I was an employee of the previous owner before taking over the business, I have continued to business in the same manner and with the same customers as if nothing has changed. I regularly go out of my way to ensure every customer understands exactly what is going on with their repairs, what the potential risks are, and even when they are financially better off to simply replace the device although that realistically costs us business. What matters to this business are the facts surrounding repairs and potential repairs, and not how they feel. I understand that a failed repair is upsetting, but the facts do not coincide with the feeling that [redacted]'s initial damage is not responsible for the condition the phone is in. Despite the misleading statements, outright lies, and repetitive threats of both legal reprisal and formal complains, I am now just as I have been during every interaction willing to refund her for the repair provided she return the phone that we loaned her. I will not provide a replacement phone along side that refund given the state of the phone when it was first brought in, and the lack of any supporting information that we may have been at fault. If this is still not acceptable to [redacted], I am more than willing to submit the phone to more extensive examination by qualified board level technicians and let the facts speak for themselves.
In regards to complaint ID [redacted] , we have made multiple attempts to resolve the situation When [redacted] originally brought her phone in, we replaced her screen When she left, the phone was operational and she left satisfied At the time we only took payment after the job has been completed and the customer is satisfied with the result If there was more work to be done, or the customer is unsatisfied, we offer to return it to them in the condition it was brought in typically at no charge.In this instance, [redacted] took the phone and made the payment, which no customer would do if their device were not functioning The original estimate can be seen here and is dated 05/17, as is the invoice which can be seen here When [redacted] returned the first time it was after she visited [redacted] on 05/28/ When she explained the situation she said she took the phone to them because after a couple of days it stopped responding to touch [redacted] told us that they told her that someone might have pressed down too hard on the phone and bent the pins on the board where the screen connects causing damage The repair check sheet that [redacted] says they provided her is included does not mention any of her claims, and none of the pre or post check worksheet was completed Included here is a copy of the sheet that was provided.At this time the previous owner, Tiffany, offered [redacted] a refund for the work done if the phone we loaned her to use was returned [redacted] rejected the offer.She returned again on 7/23/at 1:05PM By this point I had assumed ownership of the business I told her that I would examine the phone closely as I was not directly involved at every step of the process previously and was only relying on second hand information The following is directly from our ticket tracking software describing the interaction with [redacted] :Sat 07-23-12:PM Phone 7/12:05P [redacted] was again informed she could have a refund for the work that we did since the device was non-repairable, so long as she returned the loaner phone we providedShe said that was unacceptable and that we should buy her a new iPhone because it was just fine until she brought it inI informed Ms [redacted] that with the way the case is bent/warped, and with the fact that the screen was broken when it was brought in, it was not fineI explained that more than likely when the case was damaged, it caused the damage to the board which ultimately resulted in failureShe then complained about being without a phone, and I reminded her that we provided her with a phone free of charge that she has been using for several monthsShe said that was not good enough, and that we need to buy her a new iPhone or she will file complaints with the Revdex.com and get lawyers involvedI again tried to explain that bent cases aren't always immediately noticed - but they do can cause permanent damage which isn't repairableI again reiterated that we could refund her payment if she returned our loanerShe then kept repeating that we just needed to buy her a new phone or she would leave Revdex.com complaints and get her lawyers involvedSince she was not open to any other solutions other than replacing an already damaged phone with a brand new phone, I informed her that it might be best if she did file her complains and we resolve the issue through official channelsShe replied "I'll do that then" and hung upby Matthew DossAccording to Apple, the bending point of an iPhone case is 25kg (~55lbs) The bend on [redacted] 's phone would have required that amount of force, at a minimum, to bend It is bent like it has been twisted, and the bend was not noticed either by us during the initial repair, or by [redacted] staff when they examined the phone When bent there is the possibility of damage to the logic board itself, which has the potential to cause the phone to be entirely non-functioning or to have selective issues such as those that [redacted] says she is having.However, following my examination I could not locate any physical damage that has been caused in the areas affected by screen repair ESD (electrostatic-discharge) similarly is not an issue in our shop as we use either an anti-static wrist strap or anti-static gloves along with anti-static mats If there is any ESD it runs safely through the strap or mat to grounded cables rather than damaging electronic components.Every part of the process of my investigation into the issue was documented, and numerous images were taken, to include comparison images showing the extent of the bending, as well as images of the region the screen is plugged up which shows that none of the pins are damaged as [redacted] claims All of them are included in her entries in our ticketing system and can be provided upon request At no time did I ever tell [redacted] that this situation was not my problem, and I personally spent around several hours investigating the issues surrounding a minute repair jobDuring every single interaction I have offered to provide a refund, provided she return the phone we loaned to her She repetitively demanded that we both refund her and buy her a brand new phone, and has at multiple times escalated the situation both by screaming and attempting to threaten our business I have at multiple times reiterated that I could not buy her a new phone because:There is NO supporting evidence of damaged screen connectors on the logic board despite [redacted] 's claimThe phone in question has significant bends and twists in the case which are impossible to cause during a repair as they require a minimum of 55lbs of pressure, which is significantly more than our tools or individual fingers would cause Such bends are indicative of sitting or leaning against the phone while it is in contact with another object (seat, counter, etc)When bent the iPhone and subsequent models are notorious for failing, and ending up in a non-repairable stateIt was working when it left our shop, and we have absolutely no evidence of what happened when it left our shop [redacted] did not provide any supporting documentation Additionally, [redacted] stores are not experienced technicians Typically they focus entirely on sales, and refer customers with technical issues they want repaired to us As such, we cannot verify that the work was performed correctly, no further damage was caused during their inspection, or that the intent wasn't to sell the [redacted] on the idea of just buying a new phone Furthermore even if disregarding their business being selling phones rather than repairing them, none of the things [redacted] says [redacted] stated are documented on the form they providedWhen dropping off her phone [redacted] agreed to a the terms/disclaimer which can be seen in the above linked images Specifically, "Non repairable - Due to the nature of certain repairs, not all equipment can be repaired." Despite her claim that "nothing was wrong with my phone before I brought it in," the phone was brought to a repair shop due to extensive damage to the screen, and also shows signs of being bent and twisted We were in no way responsible for the damage leading to the need to repair it, and nothing done since has caused any noticeable physical damage to the phone There is a chance that if the board had fractures in it from the original damage it sustained that pressure on the board may have worsened that damage, however, that damage again would have been caused by the initial incident causing the bend and break and would have resulted in a non-repairable status regardless of who attempted the repairGiven the lack of evidence of any other damage, this is the only likely cause for the experienced issues Situations like this is the exact reason we point out on both our estimates (which [redacted] received prior to the repair), as well as our invoices (which [redacted] received when she accepted the device after the initial repair) that not every device is repairable, and it has been explained at every interaction along with more technical explanations which have constantly been dismissed.Both of the last two times I have had contact with [redacted] have resulted in her leveling threats of lawsuits and contacting you, the Revdex.com, to attempt to persuade me to buy her a new phone She has at every opportunity refused to return the phone that we provided on loan, refused our offer to refund her original payment, and has continued to escalate.I genuinely sympathize with her predicament I do understand that lacking knowledge of how electronic devices work, and how they can become damaged, that it is easy to come to the conclusion that people who have undertaken a repair job must be at fault Although that conclusion is easy to come to, that does not mean that it is correct, nor does it excuse the use of threats to change the outcome, or making statements when reporting these events ("When I explained what has happened to the new owner, He stated that it was a previous problem and NOT HIS PROBLEM") When we, Tekcomm, are responsible for an unfavorable outcome due to our own mistakes or negligence, we absolutely do take steps to make the situation right - and often take those steps before the phone is even initially picked up by the customer The reality is there is absolutely no evidence of negligence during the repair, and as I was an employee of the previous owner before taking over the business, I have continued to business in the same manner and with the same customers as if nothing has changed I regularly go out of my way to ensure every customer understands exactly what is going on with their repairs, what the potential risks are, and even when they are financially better off to simply replace the device although that realistically costs us business What matters to this business are the facts surrounding repairs and potential repairs, and not how they feel I understand that a failed repair is upsetting, but the facts do not coincide with the feeling that [redacted] 's initial damage is not responsible for the condition the phone is inDespite the misleading statements, outright lies, and repetitive threats of both legal reprisal and formal complains, I am now just as I have been during every interaction willing to refund her for the repair provided she return the phone that we loaned her I will not provide a replacement phone along side that refund given the state of the phone when it was first brought in, and the lack of any supporting information that we may have been at fault If this is still not acceptable to [redacted] , I am more than willing to submit the phone to more extensive examination by qualified board level technicians and let the facts speak for themselves
In regards to complaint ID [redacted], we have made multiple attempts to resolve the situation. When [redacted] originally brought her phone in, we replaced her screen. When she left, the phone was operational and she left satisfied. At the time we only took payment after the job...
has been completed and the customer is satisfied with the result. If there was more work to be done, or the customer is unsatisfied, we offer to return it to them in the condition it was brought in typically at no charge.In this instance, [redacted] took the phone and made the payment, which no customer would do if their device were not functioning. The original estimate can be seen here and is dated 05/17, as is the invoice which can be seen here. When [redacted] returned the first time it was after she visited [redacted] on 05/28/2016. When she explained the situation she said she took the phone to them because after a couple of days it stopped responding to touch. [redacted] told us that they told her that someone might have pressed down too hard on the phone and bent the pins on the board where the screen connects causing damage. The repair check sheet that [redacted] says they provided her is included does not mention any of her claims, and none of the pre or post check worksheet was completed. Included here is a copy of the sheet that was provided.At this time the previous owner, Tiffany, offered [redacted] a refund for the work done if the phone we loaned her to use was returned. [redacted] rejected the offer.She returned again on 7/23/2016 at 1:05PM. By this point I had assumed ownership of the business. I told her that I would examine the phone closely as I was not directly involved at every step of the process previously and was only relying on second hand information. The following is directly from our ticket tracking software describing the interaction with [redacted]:Sat 07-23-16 12:51 PM Phone 7/23 12:05P [redacted] was again informed she could have a refund for the work that we did since the device was non-repairable, so long as she returned the loaner phone we provided. She said that was unacceptable and that we should buy her a new iPhone because it was just fine until she brought it in. I informed Ms [redacted] that with the way the case is bent/warped, and with the fact that the screen was broken when it was brought in, it was not fine. I explained that more than likely when the case was damaged, it caused the damage to the board which ultimately resulted in failure. She then complained about being without a phone, and I reminded her that we provided her with a phone free of charge that she has been using for several months. She said that was not good enough, and that we need to buy her a new iPhone 6 or she will file complaints with the Revdex.com and get lawyers involved. I again tried to explain that bent cases aren't always immediately noticed - but they do can cause permanent damage which isn't repairable. I again reiterated that we could refund her payment if she returned our loaner. She then kept repeating that we just needed to buy her a new phone or she would leave Revdex.com complaints and get her lawyers involved. Since she was not open to any other solutions other than replacing an already damaged phone with a brand new phone, I informed her that it might be best if she did file her complains and we resolve the issue through official channels. She replied "I'll do that then" and hung up. by Matthew DossAccording to Apple, the bending point of an iPhone 6 case is 25kg (~55lbs). The bend on [redacted]'s phone would have required that amount of force, at a minimum, to bend. It is bent like it has been twisted, and the bend was not noticed either by us during the initial repair, or by [redacted] staff when they examined the phone. When bent there is the possibility of damage to the logic board itself, which has the potential to cause the phone to be entirely non-functioning or to have selective issues such as those that [redacted] says she is having.However, following my examination I could not locate any physical damage that has been caused in the areas affected by screen repair. ESD (electrostatic-discharge) similarly is not an issue in our shop as we use either an anti-static wrist strap or anti-static gloves along with anti-static mats. If there is any ESD it runs safely through the strap or mat to grounded cables rather than damaging electronic components.Every part of the process of my investigation into the issue was documented, and numerous images were taken, to include comparison images showing the extent of the bending, as well as images of the region the screen is plugged up which shows that none of the pins are damaged as [redacted] claims. All of them are included in her entries in our ticketing system and can be provided upon request. At no time did I ever tell [redacted] that this situation was not my problem, and I personally spent around several hours investigating the issues surrounding a 15 minute repair job. During every single interaction I have offered to provide a refund, provided she return the phone we loaned to her. She repetitively demanded that we both refund her and buy her a brand new phone, and has at multiple times escalated the situation both by screaming and attempting to threaten our business. I have at multiple times reiterated that I could not buy her a new phone because:1. There is NO supporting evidence of damaged screen connectors on the logic board despite [redacted]'s claim2. The phone in question has significant bends and twists in the case which are impossible to cause during a repair as they require a minimum of 55lbs of pressure, which is significantly more than our tools or individual fingers would cause. Such bends are indicative of sitting or leaning against the phone while it is in contact with another object (seat, counter, etc). When bent the iPhone 6 and subsequent models are notorious for failing, and ending up in a non-repairable state.3. It was working when it left our shop, and we have absolutely no evidence of what happened when it left our shop.4. [redacted] did not provide any supporting documentation. Additionally, [redacted] stores are not experienced technicians. Typically they focus entirely on sales, and refer customers with technical issues they want repaired to us. As such, we cannot verify that the work was performed correctly, no further damage was caused during their inspection, or that the intent wasn't to sell the [redacted] on the idea of just buying a new phone. Furthermore even if disregarding their business being selling phones rather than repairing them, none of the things [redacted] says [redacted] stated are documented on the form they provided.5. When dropping off her phone [redacted] agreed to a the terms/disclaimer which can be seen in the above linked images. Specifically, "Non repairable - Due to the nature of certain repairs, not all equipment can be repaired." 6. Despite her claim that "nothing was wrong with my phone before I brought it in," the phone was brought to a repair shop due to extensive damage to the screen, and also shows signs of being bent and twisted. We were in no way responsible for the damage leading to the need to repair it, and nothing done since has caused any noticeable physical damage to the phone. There is a chance that if the board had fractures in it from the original damage it sustained that pressure on the board may have worsened that damage, however, that damage again would have been caused by the initial incident causing the bend and break and would have resulted in a non-repairable status regardless of who attempted the repair. Given the lack of evidence of any other damage, this is the only likely cause for the experienced issues. Situations like this is the exact reason we point out on both our estimates (which [redacted] received prior to the repair), as well as our invoices (which [redacted] received when she accepted the device after the initial repair) that not every device is repairable, and it has been explained at every interaction along with more technical explanations which have constantly been dismissed.Both of the last two times I have had contact with [redacted] have resulted in her leveling threats of lawsuits and contacting you, the Revdex.com, to attempt to persuade me to buy her a new phone. She has at every opportunity refused to return the phone that we provided on loan, refused our offer to refund her original payment, and has continued to escalate.I genuinely sympathize with her predicament. I do understand that lacking knowledge of how electronic devices work, and how they can become damaged, that it is easy to come to the conclusion that people who have undertaken a repair job must be at fault. Although that conclusion is easy to come to, that does not mean that it is correct, nor does it excuse the use of threats to change the outcome, or making false statements when reporting these events ("When I explained what has happened to the new owner, He stated that it was a previous problem and NOT HIS PROBLEM"). When we, Tekcomm, are responsible for an unfavorable outcome due to our own mistakes or negligence, we absolutely do take steps to make the situation right - and often take those steps before the phone is even initially picked up by the customer. The reality is there is absolutely no evidence of negligence during the repair, and as I was an employee of the previous owner before taking over the business, I have continued to business in the same manner and with the same customers as if nothing has changed. I regularly go out of my way to ensure every customer understands exactly what is going on with their repairs, what the potential risks are, and even when they are financially better off to simply replace the device although that realistically costs us business. What matters to this business are the facts surrounding repairs and potential repairs, and not how they feel. I understand that a failed repair is upsetting, but the facts do not coincide with the feeling that [redacted]'s initial damage is not responsible for the condition the phone is in. Despite the misleading statements, outright lies, and repetitive threats of both legal reprisal and formal complains, I am now just as I have been during every interaction willing to refund her for the repair provided she return the phone that we loaned her. I will not provide a replacement phone along side that refund given the state of the phone when it was first brought in, and the lack of any supporting information that we may have been at fault. If this is still not acceptable to [redacted], I am more than willing to submit the phone to more extensive examination by qualified board level technicians and let the facts speak for themselves.