ComplaintsforGadget Guru
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Complaint Details
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Initial Complaint
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
12/6/2021 I dropped off a product to get fixed. I first called on the phone to insure they have done the work before and then I brought it in to the store. They said they would be able to fix it and give me an update on the estimate the same day but there was a diagnosis fee. 2 days go by I don't hear anything. 3 days later, I got a phone call. Telling me that they can't fix my product. Now I don't believe them when they said they did a diagnosis because the product news brand new, still functional only a cracked screen they said they would be able to fix no problem. So the fact they lied about it and are being incompetent about the diagnosis, I don't think they actually did a diagnosis as far as it goes taking it apart, this product in general doesn't seem like they did a diagnosis when I got it back in my possession besides the battery being out of the product. It looked like the same condition as I dropped it off in. I would just like a refund of the diagnosis fee of $30Business response
02/09/2022
Business Response /* (1000, 10, 2022/01/14) */ Mr. ***** came into our store with a newly released GoPro camera with damage to the display. Mr. ***** insisted we tell him an exact price and turnaround time for a repair on this brand-new item. Our technician explained to him very thoroughly that we will not know what the price is on the parts or labor until a diagnostic is completed to determine the extent of the damage, and a turnaround time guarantee will not be possible for the same reason. Mr. ***** was not happy with this answer and insisted a few more times we can just tell him the price, because GoPro "told him they can do it for $150". Mr. ***** insisted the part cost was only $10-$15, and that the repair cost should be just similar to GoPro's estimate. We stated that if that was the case, we would have to determine so after the diagnostic. We will NEVER promise an exact quote or price before doing diagnostics, let alone on a newly released item we that cannot see the full damage on yet. We reminded Mr. ***** that was not obligated to any cost beyond the initial NON-REFUNDABLE $30 diagnostic fee if any quote or repair was not feasible for him. Mr. ***** agreed to these terms and sign off on the conditions, which also specifically states the diagnostic fee is non-refundable. I can happily provide photos of this document/signature if requested. We completed the diagnostic and determined the entire LCD assembly (one part encompassing the glass, LCD display, connecting ribbon cables, etc) would need replacement. With this information we contacted our distributors, domestic and overseas. Due to the brand-new build of the device, the part was available, but from our distributor overseas. The part cost was well above $10. We quoted Mr. ***** roughly 300-350 for parts and labor cost on a repair. Mr. ***** was not happy with this quote, and made it abundantly clear through very colorful language and threats. Mr. ***** demanded we refund the diagnostic fee, as he was not satisfied with the price. We reminded him that we do not work or do diagnostics for free, and that the diagnostic fee was not refundable. We cannot give out free diagnostic work simply because the customer is not happy with the cost. We cannot un-diagnose the customers item. Mr. ***** stated he would "put us on blast and ruin us" if we did not comply. We told him to come pick up the device if he did not want to proceed with any repairs. Mr. ***** then lied and insisted the technician up front GUARANTEED him a turnaround time, next-day item delivery, as well as an exact price. We have video and audio recording of ALL these interactions with Mr. ***** to prove otherwise. Mr. ***** fabricated a significant amount of detail in a poor attempt to defraud our store out of money. Eventually Mr. ***** came by to pick up his device, but not before verbally harassing the technician up front, throwing paper, and signing the picked-up line with explicit language. Do let me know if you have any questions, I am more than happy to help out in this situation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.