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Better Business Bureau ®
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Metropolitan New York, Long Island, and the Mid-Hudson Region

BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Device Shop meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for The Device Shop include:

  • Length of time business has been operating

Factors that raised the rating for The Device Shop include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 1
Total Closed Complaints 2

Additional Information

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BBB file opened: November 28, 2012 Business started: 01/08/2012 in NY Business incorporated: 07/18/2012 in NY
Type of Entity

Corporation

Contact Information
Customer Contact: Mr. Matthew Nathanson, Owner / Co-CEO
Business Category

MOBILE TELEPHONE SERVICE TELEPHONE EQUIPMENT & SYSTEMS SERVICE & REPAIR

Alternate Business Names
Dharma Diagnostics Inc. FixMyiPhoneNYC.com

Additional Locations

  • 1501 Broadway  12th Floor

    New York, NY 10036 (347) 469-0378

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Complaint Detail(s)

9/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had the screen replaced on my iPhone 5 on February **, 2014, exactly 70 days ago today. I paid $94 for this service. When I received the phone back from the repairman, the power button on the device was not working. For a variety of reasons (difficulty of leaving work during the day, travel, etc.) I did not bring the device back in for repair until today, April **, 2014. Given that this business advertises a 180 day warranty for non-accidental damage, with no requirement that a device be brought in immediately for assessment, the 70 day delay should not have been an issue. However, when I brought the device in today to have the power button fixed, the business refused to honor its warranty and would neither fix it nor give me my money back. The business claimed that there was no connection between a screen replacement and power button malfunction. But immediately after leaving this business I visited a similar iPhone repair shop who indicated that the two are very related and that a shoddy screen replacement can absolutely cause a power button malfunction. (Not to mention, the power button was working perfectly before my repair and ceased to work immediately after my repair.) This business's warranty reads: "Fix My iPhone NYC offers a 180 day warranty on parts and repairs. If you’ve got an issue with a repair within the first 6 months, bring it in and we’ll take care of it or your money back. This repair DOES NOT INCLUDE PHYSICAL DAMAGE. If you drop your phone and the screen breaks, this is not covered under warranty… only for defective parts." (From the company website at ***************************************)

Desired Settlement: Full refund

Business Response: We fix several hundred iPhone 5 screens a month and have never run into a power breaking upon the repair of a screen. IF you were in fact the first customer that that happened to, you could have notified us at any time given your issue but failed to do so.

That being said, the reason we did not honor the warranty regardless of whether or not you notified us right away is because when you came in on the 70th day, your screen was broken... something you neglected to mention in your complaint. A broken screen is considered physical damage and is not covered under our warranty, plain and simple.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

In response to the company's claim that I did not notify it of the power button failure, I would like to note that I did notify the company of this failure, well within the warranty period, by bringing my phone into the shop on 4/**/2014.  Despite being within the warranty period, the company would not honor its warranty.  Nowhere in the warranty does it say that the customer must notify the company IMMEDIATELY of any damage.  If you offer a lengthy warranty period, then you must allow the customer to notify you of damage at any time within that period.  That is the point of offering the warranty.  If you will not honor your warranty after 4 weeks, then change your warranty to be less than 4 weeks.  As it currently stands, it is false and misleading.

In response to the company's second claim that my screen was broken, this is true.  My screen had cracked that morning in my pocket.  I was not asking the company to replace the screen under warranty as I understand that this was physical damage.  I was asking them to fix the power button, which had broken weeks earlier when I received my phone back from this company with a replacement screen.  If the company had honored its warranty re: the power button, I would have paid them to replace my screen on the same visit.  The broken screen on the day of the visit has nothing to do with the fact that I received my phone back from the company with a broken power button.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

Business Response:

The customer initially came in to our office in early February for a screen replacement on an iPhone 5. When the customer brought the phone in on or around April ****, it had a broken screen and a faulty power button.  The customer clearly stated in her previous response "Its power button was defective due to the shop using a defective part.  I was not asking them to repair the physical damage to my screen, which was unrelated to the defective power button. “

 

We never replaced the power button.  Power buttons break, it’s been so much of an issue that Apple does replacements for them… here is a link: ******************************************************

 

The bottom line is the customer tried to get a free power button replacement on the basis of the screen being broken even though she stated they are completely unrelated, which is correct.  As a result of the two issues being completely unrelated, we denied warranty service on both the power button (never under warranty), and the screen (as a result of physical damage).

 

Thanks,

 

****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My power button stopped working immediately after having the screen replaced by this company in February. It had been working perfectly fine prior to the screen replacement. I never said that these two events were unrelated - unless this was an enormous coincidence, it is clear that the events ARE related, which is why I requested (and am still requesting) service or a refund under warranty. The company that ultimately fixed my power button said that screen replacements often interfere with power button functioning, contrary to this company's claim.

It is true that my screen broke again in April. This is what I said was unrelated to my power button not working. As explained several times already, the power button stopped working in February when this company replaced my screen. Not sure how much clearer I can make this.
  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

2/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an LCD replacement for a Samsung galaxy s4. The LCD broke within a month of receiving it back. When I replaced it at full price with another company we could see that no adhesive was applied during the device shop's repairs, making it extremely likely to need another repair.

Desired Settlement: Full refund

Business Response:

Thanks for contacting us.
 
I'd like to clarify a couple of things. Firstly, in your compliant you said that the device broke within a month of bringing it back. This is not the case. Your repair was purchased on September **** and was fixed and sent back within a couple of days. Below is the exchange of correspondence between yourself and my business partner **** over the course of the last few months.
 
On November *** at 10:29pm you sent me an email and stated "You replaced my LCD screen on my Samsung Galaxy S4 a couple of months ago. It fell off the bed this morning onto a carpeted floor, and guess what? The LCD screen isn't working (blacked out). The glass is fine, but the LCD is shot. I'm not really sure what to do. I hate to spend that much money on a new LCD if it is that sensitive with a replacement screen. Do you offer a warranty or discount?"
 
I replied the following morning (November **** 2013) at 11:16 AM stating "Hi *****,
 
Unfortunately I can’t offer you a warranty on that because of the fact that it did indeed fall. A number of our first time customers come in with the exact same issue, a fall onto carpet. 
 
What I can do is take off $25 and do the repair for $225 for you plus shipping. "
 
On November *** 2013 at 9:09PM you wrote "Ok. I will send it to you as soon as possible, which probably won't be until next week, as I have no way to send it out until Saturday at the earliest."
 
That was the last I heard from you until you sent me a threat on December ****, 2013 at 7:34 PM: 
 
"I ended up getting my S4 LCD repaired elsewhere. They gave me the broken LCD that you installed and it did not have any adhesive on it at all. No wonder it broke so easily. Unless I receive a refund, I will be placing negative reviews on ***** ******, and on ********.
 
Good luck with keeping your business open if you only do a ******** ***.
 
*****"
 
Please let me take the opportunity to clarify this. With the Samsung LCD replacements we use 100% original parts which at that time cost over $200.00 a piece for on your Galaxy S4. Each one of these original parts comes with a factory adhesive on the back of the LCD which is removed when we place the LCD on the midframe of your device. It's 100% impossible that the LCD had no adhesive on the back of it because it wouldn't have stuck to the midframe, and also, you stated it fell. When it fell the LCD did not separate (or begin to separate) from the midframe you simply stated that it went black. 
 
Unfortunately accidents happen and we have a lot of first-time customers whose devices fall off nightstands or coffee tables and end up breaking the LCD. 
 
We pride ourselves on doing quality repairs, for low prices and excellent customer service. 
 
Thanks, ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

When I had the LCD screen replaced by another company on December **, 2013, they informed me that there was no adhesive on the LCD. I have retained the broken part.

The Device Shop claims they will not honor their 90-day guarantee due to the fact that the phone was dropped. They also claim that they see many repairs similar to this. However, I have had several phones with LCD screens, including this Galaxy S4 that have been dropped on rock and concrete and received less damage. I have broken the glass on concrete, and the LCD was fine.

I was quite surprised to see a crack in the LCD screen and suspected there may have been an issue with either the part that The Device Shop used or their installation of that part. The repair service to the phone on December **, 2013 confirmed that it was a poor installation (no adhesive). The Device Shop claims that their is adhesive on the part from the manufacturer. Perhaps the fault is with the part manufacturer and The Device Shop should seek parts from an alternate source or use add their own adhesive in addition to what the part manufacturer provided.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *********




 

Business Response:

As I stated in my previous response we use original parts from the manufacturer, Samsung. Our original parts come with factory adhesive on the back which adheres to the frame. If there was no adhesive, the LCD would have come lose, or worse, fallen out. This was clearly not the case as you haven't once said that the screen / lcd was coming loose from the frame. In numerous correspondences with myself, as well as your complaints, you simply stated that the phone dropped.
 
We've fixed phones that have fell on concrete, we've fixed phones that break in people's pockets, and we've fixed phones that fell on carpet. Sometimes you drop it and it doesn't break. Other times it does. If you're unlucky, it may break on two consecutive drops. These parts are extremely sensitive and we see people all the time with broken devices. Sometimes the glass cracks and the LCD is fine. Sometimes the LCD cracks and the glass is fine, other times it's both.
 
The bottom line is that if the LCD was defective I would replace it under warranty no problem. However, our warranty explicitly states that we don't cover accidental damage. As a result, there's nothing we can do regarding this matter. 
 
Once again, I empathize with you that you've had to replace the LCD twice as they are very expensive and hope you have better luck with your phone in the future.
 
Best,
 
******