ComplaintsforGeebo Device Repair Inc

• Initial Complaint

  22/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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.
  

• Initial Complaint

  29/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was quoted 80 dollars for a simple battery replacement. The company decided to resolver the connection board and has now caused more issues where the phones internal speaker does not work anymore and constantly dropping signal. They claim it’s a bend in the frame which never existed before and now due to their enormous errors the phone is useless

  Business response

  30/05/2022

  Customer originally visited our store looking for a battery replacement. Device's battery worked fine however their charging port needed to be replaced. Replaced, tested working. 
  

  
  

  Two months after the original repair customer contacted us very upset indicated we damaged their motherboard as they believed we performed a soldering repair causing them to experience audio issues. Customer said he was going to sue us and then we explained to drop the device off so we can asses as they have a 90 day warranty.
  

  
  

  Customer visited our Dartmouth location at this point on March 10th. Customer became enraged again as they demanded we provide a soldering service to fix the problem, which can only be done at 1 of our Halifax locations. On this day we opened device, re-seated connections tested and everything seemed fine. Returned to customer. 
  

  
  

  Customer visited our Clayton Park location on March 31st, once again became rude and irate with our staff member as they demanded we perform a soldering service that this location can not offer. After we began the intake process customer frustratedly took device and left.
  

  
  

  Customer then visited our Gottingen St location on April 5th, indicated he was experiencing battery issues, sound issues, connectivity issues. Customer left phone for us so we can send device to our soldering location to perform more advanced diagnostics for free. We also put a rush on the device as the customer was very upset. 
  

  
  

  On April 8th-12th our soldering tech indicated the device had a bend in the frame which was almost definitely causing issues. Our tech dissembled the device completely and reassembled with all tests being performed and coming back working. Our tech noted that without replacing the motherboard there is no way to provide a guarantee of a functioning device. Device was then sent to Gottingen St for pick up.
  

  
  

  On April 28th customer contacted our Dartmouth store via phone, yelled at our tech and began swearing at our tech for most of the phone call. Indicating we broke their motherboard. Once again indicating they were going to leave bad reviews and sue us. Our tech requested our manager contact the customer at this point. Our manager contacted the customer right away and settled on a free battery replacement, as the customer indicated the battery was swelling and popping the back off. We specified we would not be offering any free or warrantied assistance on the other complaints related to connectivity issues and audio. Customer agreed and then visited our Gottingen st store for drop off.
  

  
  

  Upon drop off our tech at Gottingen street contacted our manager to confirm details, when our tech at Gottingen St reiterated to ****** that all we are doing is offering a free battery replacement and no assistance on any other problems, ****** became very angry, yelled and swore at our employee and left the device stating that we better fix everything. ****** dropped the device off and stormed off. 
  

  
  

  Proceeding that interaction our employee indicated they are too stressed by the interaction and they quit on the spot. I (the owner) then proceed to visit that location to complete the remainder of the shift. When I arrived at the location I assessed ******** device, witnessed the battery was not swollen and did not require any replacement. I reassembled the device as it was when brought in. When ****** returned to collect his device I mentioned we performed no work to the device as it did not require A battery. ****** then proceeded to yell and swear at me indicated he was going to get a baseball bat to hit me and break my display. I told him he is fired as a customer and cannot return so he then left with his device. 
  

  
  

  ****** called 1 hour later and apologized, indicating everything is working perfectly with his device. I did not accept his apology so he then proceeded to say some obscenities about a sister I do not have. 

  
  

   We assessed ******** device approximately 5 times, each time the device left our location working fine. It would only be later that ****** would experience issues again which provides validation to the issue being the motherboard. Almost all of our employees had a negative interaction with ****** as he was rude during each time he called or visited our store after the original repair. Despite ******** complete lack of respect for our staff, our staff continued to try and serve ****** until he was fired as a customer. 
  

  
  

  We will not be providing ****** a refund as that is not a fair resolution, we performed a charging port replacement which has been fully functional according to ****** since the repair.   

*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. ↩