ComplaintsforMobile Madness, LLC

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to this business to inquire about a screen repair for an iPhone 12 pro **** I was instructed to give them my passcode to get into my phone and that the charge would be $240. When I picked the phone up several hours later the tech had replaced the screen but had disabled the phone from entering the passcode wrong too many times. I was instructed by the tech that the only way to get the phone out of passcode lock was to plug it into my computer at home. Ive been paid the $240 for the repair and went home to do as instructed. Once I got the phone reset and opened I immediately knew that the screen was not functioning correctly. I called the store to inform them but they were closed and would not be opening again until Monday morning. Monday morning I went in to discuss the issue with the manager who declined to refund any money because he claimed water damage. He admitted that I was supposed to be informed by the employees that the part would not be authentic and that the parts may not work the same as the original Apple product. No one in the store informed me of this and he also said that the tech should have performed a screen check before it left the store. Because the tech locked the phone he was not able to perform this quality check to insure The phone screen was actually working.The store manager refuses to refund the money I paid regardless of the fact the part I paid for is not working correctly.

  Business response

  08/09/2022

  Upon completion of the repair the device screen was tested as far as we could (display and touch were functioning properly via our only means of testing at the time, the emergency dial pad). Prior to intake, the reason the phone was brought in for repair, the display had some vertical lines and touch functionality was sporadic, as described by ********. Upon replacement of the screen assembly the phone was locked for 1-hour so we couldn't fully test phone functionality, though we were able to test display and touch. When ******** returned with the repaired device we noticed condensation and obvious signs of moisture damage, which she denied. Our warranty does not cover liquid damage to our parts, so i denied the refund. It was only after ******** threatened to file a complaint with the BBB that I GAVE HER A FULL $240 CASH REFUND to try and avoid this very complaint. 

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