The iDoctor — Local services in Carterville

I visited this place, Saturday, and first impressions mean everything to me. Please note, this review is being shared to highlight my experience and not as a complaint.

Also, I would not tell anyone not to come here, because, I believe they probably provide decent service to customers (i.e. new and existing), as the reviews show that; however, in my case, I would have liked to see my situation handled a bit differently.

Sincerely, good communication is key. The front desk guy shared the price ($45 for "labor") and other pricing details. I thought all was clear and reasonable enough. Here’s what I knew: my phone had been off for a while, I didn't expect them to work a miracle, I came in an hour before closing, and I had limited time.

The front desk guy said they would possibly call me, with an update, but I kinda figured they were not going to, so I decided to give it about 30-45 mins and return back to the shop for an in person update. It wasn’t really much to be shared, but I did learn that the battery was “seemingly charging”. They did suggest they needed time for more analysis and to pick the phone up next week. I shared that would present a small challenge for me, as I lived further away. I asked, again, how their pricing structure worked; as well as what the price would be if I returned next Saturday; sadly, no break there, I would have to pay another $45 to run things again.

As a first time customer, asking as many questions as possible is essential. Honestly, I wasn't sure if my persistence of inquiry was a bother, as I sensed a minor undertone of annoyance from the front desk guy; but I really did not care. In essence, the main thing I was looking for during/after "testing the parts" of the phone was some sort of an overview of findings, even if the end result was “we don’t know”. Undoubtedly, the outcome of events reflects such.

Again, good communication is key. I’m a well travelled person and I have encountered plenty of things. Let me be clear, leaving the technical “stuff” to the experts and giving them time to resolve technical problems, if they can, is key. In addition to this, customers like myself, prefer to engage directly with the technician to gain more clarity. Simply, it wouldn't be any different than me engaging with my mechanic. Chatting with the “middleman” is not very reassuring nor is it common practice for me.

Finally, I have roots in Southern Illinois. People down this way greet you even if they don’t know you. I get it, it was a celebratory weekend and I know people want to go home and be with their families; however a kind greeting goes a long way. I noticed a few employees came from the back to do some things upfront, but neither one greeted me. I thought that was a bit odd and off putting, but it didn’t take anything away from me. Thankfully, my phone was returned to me...

Genuinely one of the worst experiences i've ever had in a buisness.

I dropped my phone off Saturday morning due to cracked glass on the front of the device. They told me it would be finished at 2 that night, I left a phone number for them to call and went home. I came back at 2:30 that night and the phone was still not finished, which whatever it's fine I get that sometimes things get delayed. Turns out they claim that both their screens were faulty which is fine, and that they would order new screens for it. They told me it would be ready on Monday. I wasn't able to get there on Monday and finally go to pick it up on Tuesday, the day I am writing this review. I arrive just before closing so they had the full day to fix it on top of the day they said it would be ready. So effectively 4 days after dropping it off. They tell me after making me wait 15 minutes even though I was there before the people they helped that it was still not fixed. They tell me that the screen they ordered didn't work and that it was instead something wrong with my phone, which when I dropped it off and at 2:30 on Saturday was still working. They then tell me that they tried a total of 3 screens on the device, meaning it took them 4 days to try 3 screens. This entire process they made no attempts to contact me at all, even though i was a day later then I was told. NO COMMUNICATION AT ALL! They then demand 50 dollars for the 'repair' or else I wont get my phone back even though at the time they had made no repairs. I pay the money and leave without complaint content to never return, when i finally get to the store and turn on my phone, to discover it is bricked. It flashes the apple logo and doesn't turn on. It did work when I dropped it off, and when I tested it Saturday evening, but now on Tuesday it didn't work. Meaning they effectively charged me 50 dollars to make my phone worse, I dont know what to do, Im enraged and now 50 dollars poorer and still dont have a phone. They closed right after I left so i couldn't return to complain. This isn't even the first time they charged me for faulty parts or repairs, a similar incident a year ago where my screen fell off after a repair of theirs. I guess i just have to buy a new phone i can't afford while they run away with the money.

TL:DR: They charged me 50 bucks to break my phone more, and there is nothing I can do about it other then complain online. I will in future drive to cape rather then burn my money at this store. It's sad because there aren't many other options and they used to have such a good...

!!!!100% SATISFACTION!!!! PERSONALLY RECOMMEND TO ANYONE

Honesty, integrity, communication, dedication, hardwork and professionalism are just a few words that come to mind when thinking about this business. I'm relatively new to the area and have used this company for a couple minor repairs to cell phones I use. One for work as well as my personal device. Every single interaction I have had, with every person I have encountered has been an unmitigated delight! No matter the situation or obstacles encountered along the path of technological repairs, these people continue to blow expectations out of the water. I'm terrible with remembering names but Jordan stands out in my mind for a number of reasons. Primarily because he was my initial contact with idoctor. He is helpful, knowledgeable, friendly and trustworthy. It's never easy dealing with the general public in my experience, and the more intelligent a person is the less likely they are going to be great communicators. Jordan is the exception to that rule in my opinion. He is EXTREMELY intelligent and has a very direct, informative and no nonsense way of communicating that is not only refreshing but quite honestly needed in this world. He answered every single question I had very matter of factly without making me feel dumb for asking (even though a few of my questions were pretty simple in hindsight). Not only is he a wealth of knowledge but he has proven himself to me to be honest. That alone is a good enough reason to continue doing business with any company. When solid workmanship, a great attitude, expert knowledge, and going above and beyond expectations are added to the mix, exchanging money for services rendered becomes a pain-free almost exhilarating experience. I can honestly say I have never been so happy in my life to pay someone for the work they are doing. idoctor stands out as the kind of company that breaths life into a community. Businesses everywhere could stand to take a page from their playbook when it comes to customer service and quite possibly hiring practices. I have been a lifelong samsung fan, but after this visit I'm making the switch to iphone. Not only will I continue to do business here but I will tell anyone who will listen about them!!! If you need repairs or are looking to purchase look no further they have what you need and will take care of you...