CPR Cell Phone Repair — Local services in Alcoa

My husband bought his Motorola G7 in August 2019. Around the 1st if December began having issues with charger port. On Dec 17th Motorola referred us to CPR Cell Phone Repair stating the problem is under warranty and that CPR was an authorized repair center. Took the phone to them Dec. 18th. At that time Nobody Advised Us that CPR is ONLY authorized to repair SOFTWARE issues for Motorola NOR did they mention any holiday delays. Finally got a call from CPR on Jan 29th....11 DAYS LATER to tell us it would be $80 AND it would take about a week to get the part. For $20 more can get the Same Exact Phone Brand New. CPR should have told us up front that they only were authorized to cover Software issues as the phone CLEARLY had a Hardware issue! They wasted a LOT of our time. We are now sending phone to Motorola to fix the Hardware issue for Free. Should have done that from the beginning. I have Never left a negative review of any company or service until now. The Only Reason I'm giving 2 stars instead of none is at my husband's insistence because he is big hearted. Instead of management excusing the situation they should be impressing upon their staff that setting clear expectations to potential customers from the beginning is always critical and good business.

**In regards to response: Motorola has No Idea what services i.e hardware/software is covered by the authorized repair centers. They can merely offer the option of having their customers 1. Take the phone to a repair center to see if can be repaired based on the services you offer and 2. Mail the phone in and within 5 business days they will either send you a new or repaired model. Silly me thought "I bet we can just take it to CPR in town and have the charger port fixed sooner!!" Even after 10 days you stated you would still need Additional Days to order and receive the part and time to repair if we chose to pay because your location only services Software issues Not Hardware. Again we brought the phone in well before the "holiday," AND it should NOT have taken so long to to receive what is clearly just business policy information. You wasted A LOT of our time Sir! That's the facts. And I AM Correct in my dissatisfaction. **Unprofessional, demeaning, and downright untrue responses to unsatisfactory reviews have a common thread throughout your reviews and as I expected in that regard you did not fail me. 10 Business Days until we had 1st contact from your business only to deliver a company policy that should have been conveyed from the day it was brought in. (10 Days= Oh geez we can't fix that under warranty) Is NOT satisfactory no matter how many ways you may try to weave the story. And quite a story it is. 10 points for the "this customer doesn't care about our employees Christmas or family time." If as much thought was put into addressing concerns with staff as to make sure the issues/inconsistencies/company policy, etc. would not continue, Conveying with upset customers Empathy, Sincere Apology for their concerns, even thanks for bringing it to your attention is what Professional, Respectful, and Smart business owners do. How you handle a complaint speaks Volumes to potential customers. If nothing else about my experience speaks to your business faults/disappointments at least I and anyone who reads this will understand Clearly at least what One of your businesss faults is- How YOU handle failing/displeasing/missing the mark with your customers. Or well I suppose in your case there's no point in trying to get you to understand a customers waste of time would warrant a negative review...Some people just lack Empathy and business smarts. But we'll just have to agree to disagree. Good day sir. I sincerely wish you the best. I hope my response may somehow improve your businesss...

There seems to be several people here who've had good experiences with this business, unfortunately I was not one of those happy customers.

I needed a repair on my device and was reccomended this place by a friend (how wrong he was). I called my insurance to file a claim on my device. This went smoothly and they said the closest repair facility was CPR Alcoa. Convenient since my friend had already reccomended them.

Claim was filed June 29th. Dropped off my device July 1st for a same day repair. Was told to come pick up my device later that day. They give me a call after 6PM (their closing time) and tell me my device is ready for pickup. Strange to have customers after hours, but I shrugged it off and thought it convenient for me at the time. The owner was not present for the pickup, so I inquired about the repair, the shop, etc. Was told they did not specialize in the repair that I got. Now why my insurance would send me here is beyond me.

Fast forward a few days; I noticed after I took off the screen protective film that there was a defect in the top left corner of my screen. Before I had attributed my screen not scrolling correctly due to the protective film. I could see now that this defect was the culprit.

Naturally I contacted CPR to tell them about the problem. They told me to bring it in and they would take a look at it. I did this on July 5th. I was told that I needed to contact my insurance so that they could issue a ticket to CPR for a "return repair". I was also told my Duane (the manager/owner) to wait until Monday to speak with insurance as they would likely not operate on the weekend. (Looking back this was very conniving of him, and deliberately deceiving me for his own good.) So I did just that.

After calling my insurance Monday they told me CPR was to warranty all repairs through them for 30 days after the repair was finished. I called CPR to tell them was insurance had said, but convenient for Duane he was "On the phone with a customer". He did however return the call and leave me a voicemail after I was already at work and couldn't answer my phone.

Tuesday (July 9) I was fed up with the whole situation. Being told by CPR and Insurance to go see the other each time I asked about getting my botched repair fixed. I called insurance explained the entire situation and got a supervisor on the phone. I told them about numerous attempts to reach out to both companies with minimal progress. I told the supervisor SHE could call CPR and SHE could speak with Duane to see why he wouldnt honor the warranty. She did just that. On a 3 way call his tone changed saying he couldn't honor due to "not knowing what had happened to the device since it left the shop". Basically blaming ME the CUSTOMER for his shop not wanting to own up to their mistakes. If I had been the one to mess up my device I would absolutely own up to it. However this was not my fault and it was making me very angry being blamed for the whole situation and it not getting rectified. I told the supervisor that our business with CPR was done and if they wouldn't honor my warranty what makes them think another customer would be any different? Luckily they sent me a new device and I'm not totally happy with that, but better than being with a glitchy screen.

Moral of the story if you don't head my warning and use this business anyway, PLEASE INSPECT YOUR DEVICE THORUGHLY UPON PICKUP!

I was only out my deductible and got a new device, but had I paid cash and gotten no refund or repair I'd be filing a report to the Better business Bureau. Shame on Duane and shame on CPR for the piss poor...

My wife dropped my phone off on Friday and was told before we dropped it off it would be 130.00 when she dropped it off the price had gone to 160.00 overnight. They said they were not busy and probably have it done that day. So we called Saturday and they said they hadn't finished and it would be done Saturday they called and said it wasn't done and someone would call Monday, we received no call on Monday my wife had to call they said it was done and could come pick it up. So we went Tuesday morning to get the phone. We get there and they get the phone and turn it on the touch works but now the Home button is broken so the guy out front says come back in 25 mins and it will be fixed. So we go to lunch and they call and "the tech tells my wife they can't fix it today and that he overheated the board." Which means something else is messed up his excuse was the tip broke on the soildering iron so they had to order a new tip. I can't believe a shop that does repairs like this wouldn't have extra part there so this wouldn't happen. To top it off the tech says we can come get the phone and he can add the touch button to the home screen so we can have the phone for now. Sorry I want my phone fixed as we live an 1hr 30mins from the store. I have a feeling there is more to the story. At least the store manger could of called but he left it to the tech to call. I understand that micro soildering is hard to do. So I go to the store today to get my phone and the guy I talked yesterday isn't even there so I can talk to him and to top it off they still charged me full price which was 130.00. I at least expected a little money off or the owner to talk to me for having to go back twice. I'm not saying this place is bad but I had a bad experience and I probably won't go back. I beg to differ with you. You don't call someone and tell them there phone is done without checking to make sure the device is ready and to top it off your tech said he overheated the board which means things moved around I know what the repair involves and doesn't take 5 days. Yes you charged me 130 but the point is you had me show up to pick up my phone which was not working and tell me I can pick it up in 25 mins and then tell me I have to come back as you broke a soldering tip. Well the drive one way is 1hr 30 mins for me it's not around the corner. To top it off you said if your weren't busy you would have it...