Phone Clinic — Attraction in Rochester Hills

Summary: Please, I beg you to look for a different repair shop. I had a terrible experience here. The employee is shady, damaged my phone even more, and tried to steal my deposit money in the process. I took my business to ubreakifix and had a much better experience.

Long story: I wanted to get my phone screen replaced, so I started off by calling here to tell them exactly which phone I was using, make, model, and cell provider. I was told it would arrive Saturday and I'd have to pay $170 for a deposit. Ok, that's weird but fine. On Saturday I went there and was told to come back an hour later and it would be done. An hour later, the employee had my phone disassembled in his hands and said he ordered the wrong frame and that I'd have to wait until Tuesday which is when the new frame would arrive. He put it back together after 15 minutes of talking to other customers, when I gave him ample time.

Since it was the weekend, he said they couldn't order it until Monday. That Saturday I went home and the screen went black rendering it useless the rest of Saturday and Sunday. On Sunday I went back there to ask my screen to be fixed because they further damaged it, and was told the Samsung guy wasn't there and I'd have to wait it out until Monday. That was it, I wasn't going to give my business to this stupid disorganized place. Monday rolls around and first thing in the morning, I call to ask them not to place the order for the new frame and I want a refund on my deposit. The employee refused until I pressed hard. The employee said he'd try. He calls me back saying that I'm really lucky and that this is a one time exception to get a refund minus a 20% restocking fee. I was absolutely appalled considering that there was no product to restock. I demanded a full refund but this scummy shady employee starts lying to me saying he already ordered the part. I call him out and reminded him that he said he wasn't planning to order it until later that day, so why should I pay for a restocking fee for something that can't be restocked. After calling out his lie, he then proceeds to make the most stupid excuse and said he technically ordered the "correct" frame even though it didn't fit my phone, and that he technically tried repairing my phone when he just damaged it even further. (The nerve of some people. How in the world does this meet the criteria for "technically" ordering the correct frame and repairing my phone). In the end all he could do is say that the store policy is to charge a restocking fee on something that doesn't need to be restocked over and over. So by that logic, if I have a policy to steal your money, it justifies it, because after all it's the policy and nothing can be done because of some arbitrary policy right? I eventually got my refund by dumbing down my explanation of how this constitutes as theft and took my phone to ubreakifix. Not only did they have the part in stock, they were able to fix it same day with good customer service. If you're reading this, please please please do not go to this shady shop or support such places like this. They literally took my cracked phone, damaged it further so I missed all incoming calls, texts, had no access to anything for a full weekend, and then try to steal my deposit money.

If they had simply apologized in the beginning and said they completely understand that I'm due a refund and did so without lying and trying to steal it, I wouldn't be wiring this long...

Very upset and disappointed with the service that I received from Rochester Hills phone clinic. I turned my phone in Friday with the promise that the phone would be fixed that day and I could pick it up first thing Saturday morning. I was at the store first thing Saturday morning and a sign was up saying that they would be back shortly, thank you for my patience. So I was patient. Apparently too patient. I waited for over an hour and finally decided to try to get a phone from a Meijer employee to call another office to see if they could figure out what was going on. I tried several locations and finally found one that picked up. They didn't know what was going on but put me on hold to try to figure it out. Eventually the person at that store decided to close his store to come to the Rochester store. So I waited some more. All in all I waited 2 and 1/2 hours for someone to come and give me my fixed phone.... Only to learn that my phone was not actually fixed. I took my phone back because I did need it for work that night and it did work a little bit. And I brought it back in the next day. The person there on Sunday, Tyler, did fix my phone that day, however he didn't think much about my 2 and 1/2 hour wait to pick up a phone that was not fixed as promised. He proceeded to tell me how he is a Christian and that the owners had approved a $20 discount for my inconvenience. He then also informed me that he was going to get reemed out for giving me the $20 discount for my inconvenience. Therefore showing that he is not only not really a Christian but also a liar because obviously both those things can not be true. I informed him that I did not think that $20 was sufficient to cover my inconvenience at which point he threatened to undo the repair if I didn't like it. He also informed me that none of the issues that occurred were their fault (how was it NOT their fault???) Of course I was never going to have this person touch my phone again and I have no idea how they undo a repair. I'm sure they destroyed my old screen. Anyway, suffice to say they don't keep their promises. They aren't open when they're supposed to be opened and they like to lie. So I would not recommend coming here. I tried several times to speak to a manager but was never allowed to speak with one. I was given several different excuses on why I couldn't. Also Tyler refuses to give me my receipt and kept insisting that now he MUST. Undo the repair. I ended up having to walk away with no receipt after leaving the money there because he would not stop being a jerk. So much for the lifetime warranty on my screen...

If you are trying to repair any type of older phone, tablet, etc. I would advise taking it elsewhere. Their "1 day shipping" for parts is now taking 3+ days after dropping it off on 07/03/21 at 10am sharp to get evaluated. The person I spoke with was not at all honest about the expectations with shipping and feels like they merely agreed with what I said to get me out of the store. For example, the rep I spoke with said the 1-day shipping would still work on a Holiday (and thus be ready by Today-Tuesday), while the next rep I spoke with contradicted that information and has now told me it could be until Thursday. If I had known that, I would've taken my phone someplace else to get it fixed more timely as I really need it for my job. I full regret bringing my phone here, please don't make the same mistake. As as posting this, I still don't have my phone back after dropping it off, and a lackluster update at best in terms of a time frame.

If you are looking for faster (and frankly better I'd imagine) service, I'd advise using a different facility. Idk where people are saying they were helped in 30-40 minutes. Every time I've contacted the store, there is only one person there with 2-3 phones constantly ringing off the line. There is no individualization or care in the contact towards you if you have any type of complex problem.

The place incentivizes 5 star reviews by having a raffle/offering prizes to those that do so. Read the 5 star review with a grain of salt if you're seeking genuine help.

EDIT: To respond to the company response:

The response you sent is my review is the first your company has genuinely tried in making things right. If customer service is your top priority, then the employees may need remedial training. NOT ONCE has myself or my wife been contacted for an update since my phone was dropped off. We have always had to reach out. Managing expectations might be a place to start.

To make matters worse, my experience has continued to get worse as of today. At first I was told only 1 of 2 items that were ordered came today. Then after holding I was told that the battery that was ordered is DEFECTIVE and new one needed to be ordered. This makes me question your reputation as a business. So it will essentially be a week for a repair that should've ideally only taken a few hours. Nothing has been offered in terms of apologies (until your response) or compensation for continuing to get the run around.

You might have missed the mark in terms of customer service in my experience, but at this point it seems like you've...