Phone was under warranty and when brought in for repair, was not fixed and was damaged further along with poor service and extensive waiting.
I visited the store on Wednesday, 08/27/14 due to a damaged LCD. The employees took me in very near to closing time and fixed my phone quickly. I was pleased and thankful for them taking me on such short notice. The tech working that night was polite and efficient- no complaints there whatsoever. I paid for my repair and was given warranty information, then I left. However, shortly afterwards, I noticed a smudge which looked like a cloud or maybe condensation behind the screen. By the time I noticed it, the store had closed. So I called the store the very next day, Thursday 08/28/14, and informed them of the issue. I told them that I do not live in Bryan/College Station but I would be there on Sunday, 08/31/14 and asked if they were open on Sundays and could I stop by after about 12:30 and get it fixed, I had the warranty papers on hand. The individual I spoke to (female) assured me that would be no problem.
When I arrived at the store around 1pm this afternoon (Sunday 08/31/14), the two people at the front looked at my phone and one (male) said he could fix it. He took my phone back while I waited up front and after an hour I was still sitting there- along with my two small children. The girl up front then tells me that it will still be awhile longer because "he's new and kind of slow". I was frustrated but I figured that's fair enough, I've been new at a job once before too. So I waited. More time goes by. I can see the guy walking around the back, then coming up front a couple of times, then going outside once or twice with a pack of cigarettes in his hand- at this point I'm incredibly low on patience as are my children who have been sitting there for almost two hours.
Awhile later the guy comes out and asks me if I've ever had issues with my power button. I tell him no, and he looks puzzled and shows me that my power button does not work- even though it worked fine before I brought it in. I would have noticed such a problem. Then he tells me the issue with the screen is the LCD- mind you I've been sitting there this entire time, the ONLY customer there for a phone repair and my phone is not fixed yet, and he's only just now spotted the problem. I tell him obviously I know it's a problem with the LCD- the brand new LCD that was installed at your store just days ago. I didn't bring the phone for him to point out what I already know. I brought it in to be fixed.
It's then that he informs me- after sitting at the store for two hours- that there is not a tech there to fix it. This concerns me because if there's not a tech there then what has this individual been doing in the back of the store with my phone for two hours and why does my power button no longer work? He tells me that I can leave the phone at the store overnight and pick it up the next day. I inform him that I can't do that because it's my only phone, and with two small children and a husband who works at night I'm not going to be at home alone without a phone in case of emergency. The employee's solution at that point was to tell me to take the phone to another store called Sour Apple (?) and have it fixed there, to which I replied why would I take it to another store and pay for another repair out of pocket when the screen is covered under your warranty? Now I'm extremely unhappy. I told him that I guess I'd have to come back the next weekend at some point, but I didn't know exactly when or even if I could come for sure, and he just said okay. So after two hours and a great deal of frustration and aggravation, I didn't just leave without my phone fixed but I left with it in worse shape than it arrived because I now have a power button that does not work as well as the original screen issue.
I also feel that had the individual that I spoke to over the phone informed me that no one would be there to fix my device, much of this could have been avoided. I would appreciate if this issue could be resolved as soon as possible
I would like for this issue to be resolved as soon as possible.
Business Response: Dear Customer i am very shocked to hear what happened and i cant apologies enough on behalf of my employee and the company. I would like to ask one opportunity to take care of challenge. when will you be able to come by please let me know so i have every thing ready to resolve the matter. I am currently not in town but i could be reached messaging over ******** ( all phone toys ), email or how ever BBB prefers for privacy.
I am deeply sorry and we will make necessary adjustment and additional training, not to mention i will personally monitor its progress.
Consumer Response: I contacted the business on Thursday morning via the specified method (********), and as of this afternoon (Saturday, 09/06 4:35 p.m.) I have yet to receive any response. I can only assume that the owner or manager does not wish to correct the problem. I have copied and pasted my message below. Thank you.
My name is ******* and I'm contacting you regarding the complaint that was filed via the Better Business Bureau. Thank you very much for your response, your care in resolving the matter is truly appreciated. I will be in Bryan/College Station this Saturday, September 6th. My schedule is flexible on that day so if you have a time that would be best for me to come in, I can arrange that. Please let me know.
I just wanted to let you know that I received excellent service and repair in your store today by ****. My phone is now perfect and he was very polite and efficient. I also appreciate the kind gesture of giving me a case for my phone. I look forward to doing business with you again in the future and sincerely thank you for your efforts in correcting the mistake. Have a wonderful weekend.