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:10/16/2024

  Type:Service or Repair 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.

  Me veo obligado a presentar una queja urgente con respecto al dao catastrfico que sufri mi telfono mvil y el trato humillante que recib en Dr Phone repair kiosk en ***********. Todo comenz el 27 de septiembre, cuando traje mi telfono, en perfectas condiciones, para un simple reemplazo de la cubierta trasera. Sin embargo, despus de la reparacin, los componentes electrnicos se destruyeron por completo debido a la aplicacin excesiva de calor. Mi telfono ahora se apaga cada dos minutos, se sobrecalienta hasta el punto de quemarme las manos y la cmara ya no funciona. Esto representa un grave peligro para mi seguridad fsica, ya que me temo que pueda explotar en cualquier momento. El propietario, un joven sin experiencia, me dirigi a Best Buy, diciendo: "lo arreglarn mejor all", demostrando una total falta de profesionalismo. Regres tres veces solo para que me informaran que tendra que llevar mi telfono a Apple, que est a una hora y treinta minutos de mi casa. Le expliqu que no poda hacer este viaje, ya que haba perdido varios das de trabajo, pero se ri en mi ***** En lugar de asumir la responsabilidad, se lavaron las manos de la situacin y reembolsaron los 185 dlares que pagu, alegando que ya no era su cliente, como si eso los absolva del desastre que causaron. El trato que recib fue degradante, no solo para m, sino tambin para mi marido. Nos gritaron, diciendo que no les importaba si llevbamos el asunto a la gerencia o llambamos a la polica. Esta actitud de burla y discriminacin es inaceptable. Mi telfono mvil, que solo **** un dao externo menor, ahora es completamente inutilizable, con graves problemas internos que ellos mismos admitieron haber causado. Han pasado cuatro semanas sin respuesta alguna. Exijo una compensacin completa por un telfono nuevo, ya que estoy sufriendo emocional y fsicamente debido a su incompetencia.

  Business Response

  Date: 10/26/2024

  The customer came to us for a back glass **********************, which we completed successfully. Following the repair, they reported an overheating issue. While such issues can occasionally arise, we take full responsibility and assured the customer that we would resolve it at no additional cost.
  After diagnosing, we determined that the issue was likely related to the motherboard and would require 2-3 days to fix. We respectfully explained this to the customer and asked for their patience while we addressed the matter. Unfortunately, they declined our offer to repair it and instead requested a refund and a brand-new phone. We never agreed to replace the device if issues arose after the repair; however, we were more than willing to stand by our work and provide a solution at no charge.
  Since the customer did not allow us the opportunity to complete the repair, we issued a full refund as a gesture of goodwill. We remain committed to quality service and always aim to resolve any issues professionally and fairly.