Complaints

This profile includes complaints for Geebo Device Repair Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Geebo Device Repair Inc has 5 locations, listed below.

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  Geebo Device Repair Inc

  4 Gaston Rd Dartmouth, NS B2Y 3W1

• 

  Geebo Device Repair Inc

  619 Sackville Dr Lower Sackville, NS B4C 2S4

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  Geebo Device Repair Inc

  6331 Lady Hammond Rd Halifax, NS B3K 2S2

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  Geebo Device Repair Inc

  30 Farnham Gate Rd Halifax, NS B3M 3W8

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  Geebo Device Repair Inc

  2274 Gottingen St Halifax, NS B3K 0H2

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:22/06/2024

  Type:Customer Service 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.

  On Monday May 20th 2024 I brought my ****** 8 to the Geebo Dartmouth location to have a cracked screen repaired. The cost was $80+tax (compared to $195 at the ***** store), and I was assured there was a 90 day warranty. After examining and using the phone after the repair, I noticed that the screen was poorly seated to the phone body, and would flex if pushed in the center, causing a gap around the edge and a significant amount of movement of the screen. Two days after getting the phone from Geebo, the screen cracked while simply in my pocket, almost certainly because of the poor fit of the screen. I inquired with the customer support email about the warranty, and was advised to return to the shop for evaluation. I returned to the shop on Friday May 24th, and the phone was assessed by the same technician (*****) who had replaced the screen. I pointed out the flex and movement, and highlighted that the crack started from the center of the screen and therefore wasn't caused by an impact. I was told that the warranty doesn't cover cracks, but insisted that the only reason it was cracked was that the repair was poorly done in the first place. While discussing, ***** admitted that the original screen would have been secured with an adhesive tape, but he hadn't used that for my repair because it's "difficult to apply". After some negotiation and a discussion with his manager, he offered to repair it again for $60 (instead of $80). Rather than have a useless phone, I agreed, but promptly followed up with Vanessa at the support email expressing my dissatisfaction with my service. I received absolutely no reply nor acknowledgement of my issues or request. I should have just paid the money to have ***** do the repair properly, as the second screen has already cracked at an edge. The experience was not worth the cost, or the hassle. I do not recommend Geebo for ****** repairs.

  Business Response

  Date: 20/08/2024

  
  I’ll start by saying, I’ve attached a copy of Mr. ******** receipt and a picture of his phone when he returned attempting to claim warranty.

   

  To his point of “improper installation”, the two sided tape our staff member referred to is not for securing the screen. It’s only there for water resistance. The screen is held in by three hooks at the top of the device and clips on either side, it’s then locked in with two screws at the bottom. The damage to the middle of the screen is indicative of an impact, it would not have cracked in the middle if it had anything to do with the installation. 

   

  As very clearly stated on the receipt and on a sign in our store, we do not cover any kind of physical damage, including a cracked screen. 

   

  Another thing i would like to mention is this experience isn’t Mr. ******** only with Geebo. He had the same phone fixed less than a year before with no issues. He returned because of our good service. We don’t take rejecting warranty’s lightly. It’s only done when there’s a valid reason to do so.

   

  We gave Mr. ******** the discount as a show of good faith. I hope this explanation of our side of the story helps. 

   

  Thanks,

  **** *****

  ************* ******** 

  Customer Answer

  Date: 22/08/2024

   I am rejecting this response because:
  
  I appreciate finally receiving a reply from Geebo about this issue. It is unfortunate that my direct request for clarification was ignored, and that even the BBB communication was not responded to within the normal time frame.
  
  I’ll start by saying that it is an unfortunate customer service position to assume (without any direct proof) that a customer is lying. My phone suffered no impact — it was kept in my pocket for the 4 days between when the screen was repaired and when it cracked. I pointed out to Geebo that I believed the repair was deficient, in that it was not sealed or attached along the edges, which allowed for a significant amount of flex to the screen when it was pushed/touched in the middle. This is a plausible mechanism for a cracked screen, that in my opinion resulted from either a deficient part or improper service. Given Mr ******* description of the repair, it is likely that the clips along the side were not properly attached.
  
  A “show of good faith” of $20 off the second repair isn’t much of a guarantee that I should trust the service in the future. As Mr ***** pointed out, I did have that phone previously repaired there — though I don’t understand the point he is trying to make by bringing it up. If he would like an extrapolation of expected service from past and current experiences, then it appears Geebo has a 50% chance of providing a quality repair. That isn’t the kind of “good service” that encourages repeat customers.