Device Dr. (Castle Rock, CO) — Attraction in Castle Rock

To increase the likelihood of a cell phone problem-free trip to Europe, I brought my Pixel 8 Pro to Device Dr. for a routine battery replacement. The phone was in perfect working order before the service and I intended to keep it for at least four more years. However, my experience with Device Dr. was deeply disappointing, frustrating, and ultimately resulted in the need to purchase a new phone.

I dropped the Pixel 8 Pro off at the shop a little over a month before my trip to Europe and returned three hours later to pick it up. Upon my arrival, I was immediately told that the screen had been damaged during the battery installation. Although the technician claimed he had fixed the damage, I quickly discovered the swipe-up function was not working. The technician asked me to return an hour later, promising additional efforts to fix the damage he had caused, and I complied with his request. But even after another hour of attempted repair, the screen remained dysfunctional.

A replacement screen was ordered and installed a few days later. At pick-up, the screen seemed to work correctly, and when I asked about the warranty, I was explicitly told the screen and installation were both covered for 90 days.

Unfortunately, this warranty turned out to be meaningless. About 30 days after being replaced, on the day of my arrival in Europe, the screen developed a vertical line approximately 1-2 millimeters wide, splitting the display in half (see attached photo). This issue emerged without warning between the time my boarding pass for a flight to Italy was scanned at the gate and when I looked at the phone to check my seat assignment before entering the plane. During this short time period I neither dropped the phone nor put any pressure whatsoever on the screen. I simply held the phone in my hand as I walked down the ramp to the plane.

My subsequent research pointed to three likely causes for this problem: a defective replacement screen, improper screen installation (the same issue that caused the original screen damage), or a known manufacturing defect resulting in the exact problem I had encountered affecting some Pixel 8 series phones—including the Pixel 8 Pro. Google had addressed this defect by instituting an extended three-year warranty program for eligible phones; yet, as I subsequently discovered, Device Dr. was completely unaware of this fact.

When I contacted Mike, the owner of Device Dr., by email from Europe he immediately blamed me for the screen failure without even inquiring about the circumstances under which the problem had occurred: accusing me of dropping the phone or applying excessive pressure to the screen. He also informed me that the replacement screen had no warranty, contradicting what I was told in the shop. Mike offered to replace the screen again but said I would be charged full price (new screen plus installation cost} unless he found the screen to be defective, with only an unspecified discount applied if that were the case.

Mike's lack of knowledge about Google's extended warranty program for eligible devices in the Pixel 8 series and his dismissal of my concerns about not having a functional phone for the scanning of boarding passes, train tickets, and other digital items with QR codes felt disrespectful and dismissive, especially as he expressed his hope that I was having a good time. To make matters worse, Mike implied that I was lying about being told there was a warranty on the replacement screen and refused to take responsibility for any potential installation error.

Overall, my experience with Device Dr. was marked by poor workmanship, dismissive customer service, misleading warranty information, and a failure to recognize known defects and industry standards. Consequently, I cannot recommend Device Dr. for any mobile...

06/28 - New owner made things right.

*Update 04/30/18 - After waiting MONTHS for them to order an LCD I had a screen crack over the weekend. Now Dallas wants to charge ME for the broken LCD because the glass is cracked... even though I've been waiting for a brand new LCD that isn't damaged since it was first replaced. This has been one of the WORST local business experiences I've ever had.

*Update 11/26 Another month, another problem. The wife's camera just up and stopped working after being replaced here. They went to replace the camera.... and broke the back glass AGAIN. If you keep doing it, why not have the parts on hand?

My S6 has a chip in the fingerprint button. It's come in no contact with anything that could do that to it. In looking at how-to's online, I'm starting to think this is damage from the removal of the glass when they fixed my phone in the first place. I can't prove it so I won't even bother.

I'm STILL baffled how this place has a 5 star rating.

*update 10/18

A week after I asked again, the screen came in. I finally had time to stop there today.... I got a new screen.... and broken back glass that was broken during replacement of the screen. I'm told it will be here sometime soon, hopefully sooner??? These guys order their parts odd eBay. I will not go here again or refer anyone here again. I can't.

It's been a month since my wife first brought her phone in. It took theme almost 2 weeks to replace a camara and then the back they broke while replacing the camara took yet another week.

I brought my phone in and to my surprise the part came in right away and they replaced my screen as well. When I come to pick it up a week ago I'm told the screen has a dark spot and they will replace. The next day I see the burn in on the USED screen I spent $300 on. Despite the guarantee they'll replace it, I called Friday and was told it would come in the next day, over a week after I brought it in. No phone call, no screen. I'm writing this review through burned in icons on my screen.

I'll call again today but I doubt I'll go here again when she place close to my work was going to do it for $10 less.

I can't believe all these reviews are real, not with two phones and over a month of just trying to get my...

I took my IPhone 6 to get the cracked screen fixed and I also brought in an older 5s to sell. In total I paid $50: $100 for the repair and I got $50 for the phone. The repair was only 15 minutes which was great but that's probably why it broke again. A few days later, my phone was in my pocket and when I took it out there was a what looked like a hairline crack and and screen underneath the glass was bending. I took off my case to investigate what happened and in doing so the screen popped up from the base of the phone and made the crack larger. No way should the screen pop up if you're taking of the case. I used this exact same case on my other IPhone and this did not happen. I was told there was a lifetime warranty, however, when I brought it in they wouldn't fix it because "you always run the risk of damaging it when you're taking off the case and because of the crack its not under warranty". That's bullsh**t. No other IPhone I've had has done this- it was weakly installed. And the hairline crack occurred in my pocket. I never dropped this phone. Obviously not my fault. They told me I would have to pay another $50, and when I tried to explain that its under warranty I was told "we gave you a discount on the first repair" as if to say that 'we did you a favor, we're not fixing it without you paying'. I sold you guys a phone. You didn't give me a discount. I appreciate the reduction in price however, I shouldn't have to pay at all. Don't offer a warranty if you don't actually stand by it. Or maybe even explain to your customers what your warranty covers because obviously I wasn't aware that a crack would void the warranty- which it shouldn't!! Not bringing my business here again. Neither should you if you don't want a vague and bull...