Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you for forwarding Cellicons response to my complaint.
  
  While I appreciate that they are a small business doing their best with the tools available to them, their response does not accurately reflect what occurred in my case, nor does it resolve my concerns.
  
  Cellicon claims they clearly document repair notes and service details on the customers receipt. However, the receipt I was given (attached here) includes no such information: no description of the repair performed, no diagnostic notes, and no mention of any potential or existing issues with the phone. This directly contradicts their statement about maintaining transparency through documented service details.
  
  They also claim that they are open to reviewing diagnostics from other providers. I have now provided a diagnostic report from *****, which clearly shows a microphone failure, an issue that did not exist prior to Cellicons repair of the back glass. I rely on my phone daily for work-related calls and had absolutely no issues with the microphone before their repair.
  
  Additionally, I attempted to resolve this issue directly by emailing Cellicon twice shortly after the repair. I received no response to either message, which I feel demonstrates a lack of accountability and professionalism in addressing post-repair concerns.
  
  This is not a matter of pre-existing damage or confusion over service expectations. The repair performed by Cellicon caused a new issue that affects the daily usability of my phone, and I was given no documentation outlining the work they did. Their failure to respond to my attempts to communicate only reinforces my concern and there is nothing professional about that. 
  
  I am requesting a fair resolution from Cellicon, whether that be a refund, coverage of the cost to repair the microphone, or another agreeable outcome.
  
  email them. I sent emails on June 18th 2025 and June 24th 2025 to report the issue and request support. Despite two emails, I have received no response at all.Has the Business Tried to Resolve the Issue? No. I contacted them twice and have received no reply or effort to resolve the issue.Additional Notes: The lack of response and accountability is unacceptable, especially considering the damage done to my phone. I am now facing the cost of replacing a high-end device I trusted them to repair. I am seeking a fair resolution.

  Business Response

  Date: 10/07/2025

  Thank you for bringing this matter to our attention.

  
  

  As a small business, we acknowledge that our technology and diagnostic systems may not be as advanced as those of larger organizations. However, we strive to provide honest, quality service based on the information available to us and the customers specific requests.

  
  

  In some cases, customers bring in devices that already have existing or pre-existing damage. We focus solely on repairing the issues the customer has requested. If there are multiple damages or if additional problems are discovered, we inform the customer and advise that additional repairs may incur extra charges.

  
  

  Furthermore, we clearly document our repair notes and service details on the customers receipt to maintain transparency. If a customer provides documentation from ***** or another provider showing a diagnostic report, we are happy to review it and address any concerns accordingly.

  
  

  We remain committed to customer satisfaction and are always open to resolving any disputes in a fair and professional manner.

  Business Response

  Date: 14/07/2025

  Thank you for forwarding the customers follow-up response.

  
  

  We appreciate the opportunity to address their concerns again and would like to clarify a few key points:

  
  

  1. Receipt and Documentation:

  The customer mentions the receipt provided lacks repair notes or diagnostic details. We respectfully ask for a copy of the receipt they are referring to, so we can verify whether it is the original receipt issued by Cellicon. We always aim to include relevant repair notes and service details on our receipts, especially in cases involving visible damage or multiple issues.

  
  

  
  

  2. Apple Diagnostic Report:

  We acknowledge the customer has mentioned a diagnostic report from *****. However, we have not yet received any such report that clearly states the microphone failure was caused by our repair work. Without this specific evidence directly linking our service to the microphone issue, we cannot accept responsibility for the damage.

  
  

  
  

  3. Pre-Existing or Multiple Issues:

  Many devices come in with existing or multiple issues. At Cellicon, we only repair what the customer requests unless instructed otherwise. If there are any additional problems found, the customer is informed and quoted separately. In this case, the customer requested back glass repair, which was completed as agreed.

  
  

  
  

  4. Communication Attempts:

  We regret to hear the customer did not receive a response to their emails. We will investigate this internally to ensure better follow-up moving forward. However, we encourage all customers to reach out directly via phone or in person for urgent post-repair concerns, especially if emails go unanswered.

  
  

  
  

  
  

  We understand the frustration that arises when a device does not function as expected. However, in the absence of direct evidence proving that our work caused the microphone failure, we cannot accept responsibility for the issue. That said, we remain open to working with the customer toward a reasonable and fair resolution, provided all relevant documentation is shared with us.

  Customer Answer

  Date: 14/07/2025

  Thank you for sharing Cellicons latest response. At this point, I am extremely disappointed with their continued attempts to deflect responsibility instead of addressing the facts of my complaint.
  1. Receipt and ***********************start="377" data-end="380">Cellicon claims they would like to see the receipt Im referring to, despite the fact that I have already submitted it with my complaint. To avoid any further excuse, I will once again attach both the receipt and the Apple diagnostic report they are asking for. The receipt I received is the ONLY one that was provided to me, and it contains no repair notes, no explanation of services performed, and no indication of any diagnostics or disclosures. If another receipt exists, I was never given it, and theyve made no effort to provide it despite my repeated outreach.
  2. *********************************start="1012" data-end="1015">Cellicon claims they have not seen the Apple diagnostic report. That is simply not true, as it was submitted with my complaint. I will attach it again here for their convenience. The report shows a microphone failure, an issue that did not exist prior to their back glass repair. This is not a coincidence. My phone was in full working condition before the repair, and I use it daily for work-related calls, I would have noticed immediately if the microphone was not functioning beforehand and would have never brought it in for a simple back glass repair.
  3. *****************************start="1548" data-end="1551"> This claim is irrelevant to my situation. There was no microphone issue prior to the repair, and Cellicon was never instructed to address anything other than the back glass. This attempt to generalize the situation by referencing "many devices" is a way to avoid taking responsibility for what happened specifically to my device.
  4. ********************************start="1920" data-end="1923"> Cellicon states that I should have called if my emails went unanswered. I did call multiple times. The first time, I was told to send an email, which I did twice, and got no response. I also followed up with more calls that were ignored. It is completely unacceptable to now act as though I didnt make sufficient effort to follow up, when I went out of my way to do exactly as instructed and received zero communication in return.
  
  At this point, the only resolution I will accept is a full refund of the $203.40 that i paid for the poor repair Cellicon performed, which directly resulted in a new issue with my device.
  Since they have stated that they prefer customers to follow up in person, I will come into the store to request this refund directly.

• Initial Complaint

  Date:24/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 21 2022, I brought my Samsung Note 20 Ultra to Cellicon. It had a broken screen, but the cellphone was still working. They promised to have the screen fixed my the next day and they did. This repair cost 480$ + tx. Before leaving the store, I noticed that the front camera was blurry and couldn’t focus. I tell them and they order another camera. I then come back to the store to get the camera changed, leave the phone overnight and come back the next day. They tell me that they have tried 6 different cameras, and that the problem was there before I bring my phone in for repair. I then go to another phone repair shop for a second opinion. That shop tells me that if they have tried 6 different cameras, it means that the motherboard is damaged. That happens when the screen is not properly removed. He explained that the screen is glued to the front camera and removing the screen improperly pull the front camera wires from the motherboard. Cellicon doesn’t want to admit their wrongdoing and now I have a high performing phone which I can’t use for selfies, biometrics, unlocking. The motherboard cannot be changed, the only solution is buying a new phone or living with the damages. Since my contract is only half way through with my cellphone company, I will have to live with this for another year or pay to break my contract and pay off a broken phone.