CPR Cell Phone Repair Springfield — Attraction in Springfield

I used to love this store. I used to like it so much.. I've bought multiple items, multiple cell phones from this store. I told all my coworkers and friend about this store.. but unfortunately, I will not be going to this store ever again. You see, last time I was here, I came in prepared to spend a solid chunk of money. I needed some things for a business trip to the Dominican Republic. They didn't have the phone case I needed but said they would get a shipment in on Tuesday. Ok, good service so far. The problem is, I purchased a "Life Proof" case for my work cell phone. The work cell phone was mint/ brand new condition. I watched it come out of a box. I looked it all over. Everything was good. Perfect. No scratches, nothing. This young kid goes to put the life proof screen protector on the phone. I get the phone back after he's done and notice something weird. The button on the phone has what I thought was like glue or something on it.. its tough to the touch and is obvious and very visible. I say to the young guy,"hey, wait a minute.. not a huge deal, but I think you must have gotten some glue or something, I don't know, on my phone button." He looked at it, then takes it away. He comes back and it still looks the same. Long story short, he proceeds to try and push the blame on us. Here says it wad already like that before.... WHAT?? ARE YOU KIDDING ME? My immediate reaction if im being honest was disgust.. you're a tiny store left, when huge stores are closing and people are buying all their stuff online.. and you put the blame on the customer? We tried explaining to the kid that there's no way it was already there. (Guys, this was so noticeable. It literally would have been impossible to not notice something like that, seriously. Pretty stupid.) We thought maybe the kid just didn't want to get in trouble so he was hoping we'd just say, "ok no problem," and leave the store, so we decided to talk with the manager. I can't make this up, we show the manager, he takes it in three back, comes out with it looking the exact same and proceeds to explain to us that it's the actual phone coating scraped off the button. He then proceeds to put the blame on us as well, saying things like, "There's no way this was just done. We didn't do this. This takes a long time to do something like this." And he just kept going? I stood there with my mouth open. This manager of this store is planning blame on us also? Whatever happened to customer service? What happened to the customer is always right? I know for a fact that my work phone was NOT damaged before I handed it over to the kid. I said this multiple times to the manager. I asked him, "wouldn't I notice something this huge? Something this obvious and noticeable? When you touch the button it almost jabbes your finger? Its rough to the touch? But no, he just continued to argue with me. Not ONCE did he or anyone else offer anyway to make it ok. No one offered anything. Not a gift card. Not anything. Nothing. He just continued trying to point out how it couldn't possibly be their fault. Finally, I took my phone from his hand and I said, "Look, you are certain you didn't do this. You're certain it's not your fault, and I am 100% sure that my phone was perfect before that screen was put on my phone. I'm certain that this was done by your employee.. so instead of continuing to stand here and argue, I'm going to call it a stalemate and I just won't do business here anymore. " He had all the time in the world to offer something, anything, and he still did not. So I grabbed my phone and we left. It's sad because I loved that place. But after seeing the way they treat their customers when push comes to shove, I can't give them my business anymore. On top of everything, the "Life Proof" screen looks like it's too small for the phone and its already coming off the phone.. ugh. Disappointed in this company...

UPDATE: After the final repair, I was informed that the battery was bulging and that that was the reason for the frame not adhering properly. I've never had a problem with my battery beforehand but hey, I've also never cranked it open and tried to reassemble it. They replaced the battery and reattached the back and after a week it's still firmly attached so I'm updating my review. I'm dinging one star for the whole ordeal but as it stands I'm vary happy with how the owner handled everything after it was called to his attention.

TLDR: went to have my screen repaired, told to wait 30 minutes before taking the case off, took the case off 3 hours later to put my sim card in and the back isn't attached, called and came in the next day and they repaired it again and told me to wait over 24 hours, took it off over 48 hours later and it's still not attached.

So mysteriously my first one start review has been deleted without the problem being solved or a reply from the owner. Interesting, I'll make sure to screenshot things this time.

I took my phone in to have the screen replaced, I told him several times that they didn't have to rush it and it was no hurry, when I came to pick it up about 10 minutes to close and the woman asked me if I had a case for it and then took it to the back and then came out with it on my phone and said it was fixed, I signed up for the insurance and she told me not to take the case off for 30 minutes.

Fast forward 3 hours later I take the case off to put my SIM card in, as I had mentioned I was going to do later that night, and the back of my phone wasn't even attached to the phone.

I called them immediately and left a message after hours and wrote a review and said I'd be willing to change my review if they were willing to make it right.

I went in the next day at about 4:30 and they said they'd have it repaired in an hour.

I went in to pick it up at 5:40ish and they said they were using a stronger adhesive this time and that it took more time to cure and to leave the case on for over 24 hours. I asked them if there was a time constraint on their guarantee because I felt like I would wait a little bit over that time just to make sure and they said there wasn't a time limit and it was totally fine to wait longer, which I waited a little over 48 hours.

So about 20 minutes ago I took the case off to check and it's still not attached and when I came to update my review, it was gone.

I'll be calling to leave another message, and most likely be coming in tomorrow again.

I'd really like for the owner to contact me to make this right because this isn't the quality of work or guarantee that I feel like I was promised which was the reason I chose your service in the first place.

Now I'm concerned that they may have ruined my $1200 phone and now that I'm aware that they are deleting one star reviews without resolving issues, I'm feeling very uncomfortable with...

Sleazy and unethical company.

I originally went to a different phone repair company in town and explained my situation to them. My Samsung Galaxy S8 is not working after doing several of my own diagnostics (screen/digitizer replacement, battery replacement, and charing port replacement). I told them what I did and suspected that there was a logic board issue. The employees at the first company were transparent and said there was little they could do and recommended a local PC repair company that did work for one of them recently.

I contacted that PC repair company and told them my situation and they assured me that Cell Phone Repair would be able to help with my situation.

So, I go in to CPR and, again, in clear detail explain my situation. My phone is not displaying and/or not turning on and here is what I have tried already: -replacing the screen/digitizer -replacing the charging port -replacing the battery and it is still not working and that I suspect it is an issue with the logic board. My main goal is to get it working long enough to pull off some media files I have on it that I did not get around to backing up in time.

The sales rep listens to my situation and says that they can take a look at it for a $40 without any guarantees. I say that is fine as long as they try.

A few days later I get a call saying that they could not get it to turn on. Fair enough; I new it was a long shot, but maybe their diagnostic tests could shed some more light on the situation for me. A few weeks later when I am in Springfield again, I stop by to pick up the phone and ask what they tried. The employee looks at the notes about my phone and says they tried: -replacing the screen/digitizer -replacing the charing port -replacing the battery and were unable to get the phone to turn on. He said it's probably an issue with the logic board.

In other words: the initial sales rep stood there and listened to the rundown of what I already tested and suspected was wrong with the phone, and then took my money knowing that they were just going to do the same exact tests I had already done and come to the same conclusion that I had already arrived at. An ethical sales rep would have told me beforehand that they weren't going to try anything new and that I should probably just go to a place with more sophisticated techniques.

I guess a quick $40 at the cost of repeat business is an effective enough business...