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:17/02/2023

  Type:Product 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 December 23rd, 2023 I purchased a phone screen replacement from this business for my ******* Galaxy S20 Ultra. The work was completed around the first week of January and the phone was returned to me. Upon going to my first work event where I would be required to take photos, I noticed that the Camera was failing any time I used the selfie camera or tired to zoom in with the back camera. I contacted ******* to troubleshoot the issue and they have ruled out that the issue was being caused by a software problem. The test recommended by ******* was to boot my Phone in "Safe Mode" and then try the Camera again. When the issue repeated itself they advised me that this issue was being caused by a hardware failure and that I would need a repair. Today, February 16, 2023, I have contacted the business via Facebook Messenger. The app allows to me to see when messages have been read by the business. I sent my initial message at 9:17 AM, in which I requested a certificate of authenticity that the part was from ******* and advising of an issue. I received an automated response that said they were too busy and would respond within 2 business days. I sent more messages at 9:40 advising them again of the issue and that they have a 1-year warranty on the work, listed on the receipt. I also asked to please contact me by end of the business day or I would consider them to be ignoring my complaint. At around 2:15 PM, the business read my message and willfully did not respond. I sent another message at 5:23 pm advising them that I knew I was being ignored "left on read". I noticed again that they looked at the message at around 5:30 PM and willfully ignored it. At 5:41 PM I advised them that if they continued to ignore me I would contact the ****** ******** ****** with my complaint. It is now 5:58 PM and the business has yet to respond. I want a refund so that I can go somewhere else and have my phone repaired. I do not trust this business' workmanship anymore.

  Business Response

  Date: 17/02/2023

  Good morning,

   

  The repair was completed on December 23rd, 2022. We have attached record of the customers receipt. We only charge them on pickup once repair is complete. 

   

  The customer has blocked the owner of the business who controls the Facebook business page and this customer has been messaging us nonstop all day yesterday even though we can take up to two business days as we are extremely busy daily with repairs. We also attached screenshots of the customer showing "Facebook user" and when we went to visit his page, it said content not available which means we have been blocked. It's very hard to respond to someone that has you blocked. He also knows he has the option of calling us at *** *** ****, emailing us at *******************************, or by visiting our repair shop Monday - Friday 10am - 4pm at ** ********* ** ****** *** ******** 

   

  We offer warranty on the part we have changed such as in this case it was the screen and the screen is working 100% as the customer is only complaining about the front camera being bad. When customers pickup devices, we ask them to check all function as we are not liable for something that fails in a day or a week. Since we changed the screen, and the camera has failed.... We do not offer warranty. We also mention to people due to impact damage on your device, it can cause premature failure on other parts inside and parts can fail within months. Camera is on a different circuit from the screen and the screen would have NOT caused damaged to the camera. We fix them daily and always have great feedback.

   

  If you check out the receipt, the customer has paid us for the work done on their screen, not their camera. We would have gladly worked with this customer but due to personal reasons against the business owner and the way this customer has proceeded to deal with this (Hostility and threats), we are asking them to go somewhere else. We do not tolerate abuse and shouldn't have to. 

   

  Thank you,

  GNS Support Team

  Customer Answer

  Date: 17/02/2023

  
  Complaint: 19419709
  
  I am rejecting this response because: almost all of it is a lie. The purchase was made in December but the repair was done in January. He claims that I am threatening him and messaging him all day long. I guess giving him until the end of business day before sending additional messages qualifies as "messaging all day long"?

   

  This whole thing started because I asked for the proof that the part was OEM. The business has still yet to respond to any of my messages. If only had they responded, I wouldn't even be making this complaint.

   

  Further, the owner claims that I have made threats and acted abusively? I would like to see the proof of said abuse and threats of violence.

   

  You're right. You shouldn't have to put up with abuse. But there has been no abuse given.

   

  When you take money from people, you owe them a duty of service. Not to just ignore them and then make posts falsely accusing that your being threatened by people who will "run your business out of town" (Screenshot of said rant is attached). Perhaps you should follow your own advise and answer people when they DM you. You asked for respect and yet none was given.

   

  I can handle losing my $450. Can I at least have proof that the part you used was ******* OEM (as I requested)? Or are we just going to keep ignoring that initial request.

   

  What do you think ***? Is that a fair request?

  
  Sincerely,
  
  ****** *******