CPR Cell Phone Repair — Local services in Chesapeake

I gave them 3 stars because the charger port works (reason for repair) but the customer service at pick up was the worst. Tonight, I spoke with the same young man that took my deposit, left me message that my tablet was ready and spoke with on Nov 3rd (letting them know I was going to pay today Nov 9). So, when I came in a hour ago that same young man asked can he help me, I said yes. He asked my name. I told him my name. Then, he says, I'm glad you came we were going to sell your tablet according to our policy. I told him why would you say that to me, that is upsetting especially when we had a conversation just last week that I was coming in today and you said that is fine. He said he noted that he left a message but not the conversation. He claimed he didn't speak with me. I looked up the number in my phone and told him the exact time he left a message and the exact time we spoke and what he said to me" o yeah Ms. Sweatt, that was me that called and left a message to give you a courtesy call that your tablet is ready for pick up and it must be picked up or we have the right to re sell it". I told him I was out of town and that I was coming in wed Nov 9th. He said "that is fine". After that he says "well I don't remember speaking with you and either way it's doesn't matter we wouldn't of sold it until tomorrow. Then, I said can I have a copy of the paper we fill out and sign when we drop off our devices. He said "why, you already have a copy". I said, so that means I can't have another? He says, o I'm sorry I misunderstood you but you don't need this if anything goes wrong, we already have you in the system". I said I want a copy because of how this transaction is going and you telling me you were going to sell my tablet after we already had a conversation last week (that I was coming in today) is very alarming. He still didn't give me a copy but printed a receipt that had information about part that was replaced. Even after that, he still proceeded to remind (again) about the policy and that they would have been well within there rights. Why did I deserve to be treated this way? I lived up to my bargain and came in when I said. All you had to do was take my payment and give me my tablet. I felt as if I was taking the heat for someone else. I could of entertained the whole selling my tablet and policy thing if we never spoke with eachother but we did. Now, you want to keep taunting me by saying it over and over again. This tablet belongs to my 9 years old. I'm still upset hours later and I got what I came for. It's been a long time since Ive recieved bad customer service and I don't want this to happen to anyone else. I came here last year and had a great experience with getting the glass fixed on my windows surface go tablet for school. This young man must have been off the day I dropped off...

Response: And? You had your opportunities to argue your defense to the bank after not making things right when I spoke to you myself. That loss is on CPR. As I said, UBreakIFix confirmed that a legitimate shop DOES provide service warranties. And don't pretend like it's not possible for a customer to not be aware of functionality issues that are not physically apparent in the 3 minutes it takes to pick up a phone. It's not like your shop ran tests on my phone when I picked it up to prove that it was working properly. You're taking a loss on a repair that left my phone in a worse state than it was in before I took it to CPR.

Original Review: PSA: I just WON my credit card FRAUD claim against Cell Phone Repair on Volvo.*

I will explain this as succinctly as possible:

I initially took my phone to CPR to get a broken screen fixed. Within the first few days of getting my phone back from CPR, I noticed brand new issues with the charging port and a lack of functionality due to the screen being significantly less responsive. I was out of town for the week directly after getting my phone back into my possession but returned to the same CPR location to discuss the new issues on both Tues, 12/24 and Thurs, 12/26. They refused to correct the issues under their service warranty. They claimed that their "UV light test" determined that me placing my phone in my purse caused "pressure damage" that they are not responsible for. After my second visit to CPR on Thurs the 26th, I went straight to UBreakIFix in VA Beach. The store manager explained that CPR's UV light test is not industry standard, that placing my phone in my purse is not realistically going to cause any damage, and that, due to a lack of any visible damage to the outside of my screen, a legitimate shop would have re-repaired the screen and the port under service warranty. I submitted a fraud claim to my bank, and after their review and them reaching out to CPR for their defense, I WON. For those who don't have experience with credit card fraud claims, you don't win them for nothing.

I will now be taking my phone to UBreakIFix so that they can repair the damage...

I called for a replacement screen for a tablet, and on the phone they offered me two initial options: an OEM replacement or a less-expensive aftermarket (their wording) screen. I brought in the tablet and opted for an aftermarket screen. The representative (who was the same person I spoke with earlier) tells me that I may get a refurbished (their wording) screen that doesn't work. When I asked them to elaborate they said that sometimes refurbished screens don't function properly and that I should be warry (this would defeat the whole point of the store's warranty - red flag #1). I emphasized that earlier on the phone they said "aftermarket" which is not the same as "refurbished", to which they said they can receive aftermarket OR refurbished screens (different wording on the phone versus in person - red flag #2). I asked them if they were asserting that they get refurbished parts, and they said "sometimes". I asked if they couldn't simply communicate with their supplier for an aftermarket part that had not been used before and they said "no, we get what we get" (inability to accurately forecast an order for a particular part - red flag #3). I opted not to do business with them. I have had positive experiences with this place in the past. But the casual manner in which this young person failed to understand their role in repairing products, the ease with which they used double-talk to lead to an up-sell, and the lack of knowledge of how their own business's supply system works, makes me question if they're intentionally trying to up-sell me me on a repair for a part whose authenticity I can't verify, or if they're just plain ignorant. All of this means I won't be spending my dollars there. I recommend you don't spend your dollars there, either.

Edit: 4-days later I see that the business has reached out to me, providing a link for further conversation...the link doesn't work (captcha fails everytime). I'm trying to provide feedback in the manner in which they asked for it, and the method they chose...