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Business Profile

Computer Repair

FutureTel Service Centre

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Repair.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:22/03/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    ******* had me send my phone here for a repair covered by warrenty. I was told 2 to 3 days for the repair. Let me say that again: 2 TO 3 DAYS.

    My phone arrived there on the 9th and was immediately marked as "scheduled". It has remained that way since the 9th. It is now the 21st. When I contact ******* they just tell me "it'll be done in 2 to 3 days". I haven't been able to get ahold of anyone at FutureTel because I'm unable to call them due to *not having a phone* for what was supposed to be *2 to 3 days*

    I almost never get frustrated with businesses, I'm usually very patient, but this is crazy. It's been 4x the amount of time I was told I'd be without a phone. Please, give me my phone back.

    Business Response

    Date: 24/03/2023

    Hello,

    If would really help us to check on the situation with the repair reference number that ******* provided.

    If the device in question is a model of ****, ***, ****, ****, or ****, there would be a wait due to parts backlog on manufacture side.

    If we could get the reference number, our own customer service team could check and reach out to clarify the actual situation

    Thank you,

    FutureTel

  • Initial Complaint

    Date:13/03/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    I have sent in my Phone for repairs on Jan 31st. Reaching them by Feb 7th. After waiting 2 or 3 weeks, I began to call. Spoke to an employee named *******. Every time I called, he kept saying the part(s) will be in that following Friday. I would call on that Friday. Then I was told several times that the part still has not arrived. Now that the part in question, a battery, has arrived on March 3rd I waited. I called them on again on March 7th. The employee in question told me that although they received the battery they do not have the seal in stock and was told yet again, that part would be in on, you guessed it, Friday, March 10th. I called late afternoon on March 10th and the employee told me he would call me back before they closed. He did. Then he tells me they don't have the seal in stock and cannot complete the repair until they receive it. I asked for a date, and they were unable to give a date.

    The original email I received from them is that the repair would take 3 - 4 weeks, which in itself is a long time. It is not past that 3 - 4 weeks and as of this date of March 11th, I have no idea when this very simple repair will be done, if it is ever done. It boggles my mind how a repair shop for ******* can order a battery and not the seal for the back of the phone at the same time. I had ordered a battery for the same phone and when I did, I also ordered the seal with it ! And I am not a repair shop. This is completely unacceptable by any stretch of the imagination and am seeking resolution as outlined.

    Business Response

    Date: 14/03/2023

    Hello Mr ******,

    Could you please provide the repair reference number so we can track your repair and perform our investigation? 

    Thank you.

    Business Response

    Date: 24/03/2023

    Hello Mr. ******,

    Thank you for your patience while your phone was shipped back to you on 3/14.

    Your phone is an older model (****) that we do not carry parts inhouse for anymore. The parts would take about 3 to 4 weeks to be delivered to us from the manufacturer. After your payment February 21st, we were able to send out order to the manufacturer and secure the battery first, but we had to wait for the adhesive to come in. We have been informed before from more than one manufacturer that adhesives take longer since they are most likely not stored (expiry concerns), and may need to wait for next production batches.

    Please accept our apologies that the entire repair process took so long. Thank you for raising the issue to our attention. We will continue to seek solution with manufacturers to reduce part wati times.

    FutureTel

    Customer Answer

    Date: 24/03/2023



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    ***** ******

FutureTel Service Centre is NOT a BBB Accredited Business.

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