CPR Cell Phone Repair — Attraction in El Monte

An estimated 45 min wait to replace a back glass turned into 3 hours. Understaffed?

I arrived at 11:45am today to a “closed” sign and a printout posted on the door saying to leave contact information (pictured because I didn’t want to be penalized for missing appointment). I left. I received a call at 12:30pm from a store employee saying I had missed my 12pm appointment, and I explained that I was actually there but the store was closed. The employee was confused and said they had been there since this morning and to please come back, so I drove yet another 30 minutes (after having already driven 30 minutes there and 30 min almost home). They had removed the printout and flipped the sign to open.

I dropped off my phone at 1pm and was told to come back at 1:45pm. I came back at 3pm and waited for 40 minutes to be told that my phone needed another 15 minutes. During the 40 minutes, I was in the store with 3 other parties. One employee was checking in a batch of phones while the other employee was working on repairs in the back. It was frustrating to watch one employee spend 30 minutes with one party checking in phones and explaining repairs and going to the back and applying screen protectors on the walk-ins, while there was another party waiting to check in and two parties (myself included) waiting for a status update on their phone. Once it was my turn close to 3:40pm, the employee didn’t even have to look me up in the system and just said that it would be another 15-20 minutes (turns out they hadn’t started working on it yet). At any point in the 40 minutes I was standing there, the employee could have acknowledged me and told me that my phone wasn’t ready and given me a return time.

At close to 4pm, the other employee said that they were just scraping the last bits of glass off my phone—meaning they hadn’t started on my phone repair until just then.

This was incredibly frustrating because, while I was parked outside the store, I watched a woman drop off her phone around 2pm for a new screen and it was ready for her when she came back around 3:45pm. It’s unclear how they prioritize order of repairs in relation to other appointments, walk-ins, and check-ins.

I left the store close to 4:15pm with a heavier phone.

They do not disclose beforehand that the back glass would be replaced with a different color and a heavier material. There are several points where there is a clear brown-black seam / gap where the back glass and edge of the phone connect (pictured but more noticeable in person). I’ve never had the back glass of my phone repaired before, so I don’t know if the gaps are typical with professional repairs?

I left my house at 11am and got home at 5pm. What should have been a two-hour affair turned into six hours. An incredibly frustrating/upsetting experience.

The only reason this review isn’t 1 star is because the employees were very nice. The employee felt bad and threw in a free screen protector which was very kind of him. I know they are trying their best, but I wish they were set up better...

They did an excellent job with my phone. I took a start away because the gentleman that helped me said my phone would be ready in 45 minutes no longer than an hour. They were supposed to give my husband a call when ready. My husband and i waited for almost 2 hours at a coffee shop near by. I finally told him, that we should head over because they were almost closing and i needed my phone. Only to get there and have a young lady tell me " oh, I'm sorry, your phone was ready an hour ago. The guy probably just forgot to call you". Okay, so we sat for over an additional hour because you all just forgot to call us, that sounds great! Call people please. Sometimes are schedules are tight and those extra 80 minutes are gold...

I am definitely recommending CPR (Cell Phone Repair) to my friends/family or the person reading this. No they don’t give you a discount for a 5 star positive review, just simply ask you to leave one after your service is done. Which is true professionalism! I brought in my iPhone 13 Pro Max with a busted screen and burned out battery thinking it was beyond repair. But Zoe is very knowledgeable and did her magic and brought my phone back to life. She is very communicative and will help you out to the best of her ability. Not to mention Lautul who put on my screen protector before I left which was great since it came out perfect. Thank you guys! I will be coming back in the...