CPR Cell Phone Repair — Local services in Dallas

This is an exact copy of the yelp review I left on 4/30/14.

I initially went in for a cracked screen and a 45min-1hr "wait"to four days and over eight hours of actual in store, keep coming back please, run around. They broke my phone during repair and even though they FINALLY replaced it, they are straight up liars. They tell their associates to customers one thing, and then when they finally show their faces (THE ACTUAL OWNERS) they lie and say they never said it. I KNEW I saw the owner (male) in the back but they refused to admit it. All because he didn't want to have to lie to my face. His wife FINALLY showed up after repeated times she said she'd be there and still had to leave to get the phone her husband was supposedly bringing me and brought me a replacement phone. Every time I went, he or she or the apple store "had my phone". The male owner went so far as to send his associates home and lock up because I sat in my car outside the store even after they closed because his wife said she would get me my phone. I went to the shell across the street to wait for my husband to meet up with me and what did I see? About 30 minutes later (51 minutes total after closing time) the wife comes back and unlocks the door to let her husband out of the store she swore up and down to me he wasn't in. Super dishonest people. I'm still floored that he was so much of a coward that he waited in the dark in his closed store to ride out all their lies. If they get five stars it'd be for their commitment to ride their lies out all the way!! Saddest part for them is that they saw me come out of the store across the street before they both pulled off in each of their cars. I hate being lied to and out of principle, I wanted them to know I caught them in their lie.

Yes, they EVENTUALLY made their wrong, right... But not until I stood my ground and held their feet to the fire when I was tired of being lied to. All I wanted was my cracked screen. Which I paid for before I realized they broke contents inside my phone and made it irreparable. Never again!

12/3/15 Update in response to owner: You're right, I did wait outside your store for hours for my phone because I needed it to travel internationally. What you paid to replace my phone that your associates broke is irrelevant. Your response to my completely honest post is absolutely repugnant. Great job showing anyone reading this that you are a disgusting human being for bringing up my (now deceased) brother. You're right, I did tear up out of sheer frustration from feeling helpless because all I wanted to do was drive to my brothers bedside, but I couldn't go without what I knew to be a reliable phone in the event of an emergency in Mexico. The cell phone you let me use in the meantime as a result of that, was supposed to be given back each of the times you said my phone would be ready, not to be taken and used internationally.

Maybe if for whatever reason any customer is slightly considering going to your establishment even with a horrible 3 star rating, they'll see first hand why they shouldn't. Bravo. The nasty reviews left by so many others with your very general "please email me so we can work something out" to save face response are now obsolete. You are even dumber than I thought if you don't have enough common sense to realize that I'm not going to get into my car at 7:30pm with my two year old (that was with me) and drive all night after being up all day. Not wanting to endanger my child doesn't make me a liar, it makes me responsible. It makes me rational. I do, however, appreciate the fact that you didn't deny any of my accusations. I'm sure others reading this will as well.

If you actually read my post in its entirety, you'll also see that I did say that you eventually made your wrong, right by replacing the phone that you broke.... But I didn't mention that your wife handed and forced me to take an otterbox case I didn't like...

STAY AWAY from this location/franchise. Biggest Money grab in Dallas. Long story short, my phone over heated so I took it in for them to check it out. The first lady, not Camille or Camilla, said they would be happy to bring it in, but it would be a non refundable $75 for them to run a diagnostic. Totally fine, because if anything needs to be replaced, that $75 will go towards that repair/replacement cost. They don't call me for a few hours, so I call to check in.

The lady tells me I need a screen replacement, but the first screen didn't work. They need their guy from McKinney to bring out a different screen. This will go on into the following day. They call me and said the screen was replaced the phone is working perfectly, so come pick it up. I show up and pay an additional ±$110 for the new screen. I notice my battery is completely dead, but the phone is on. At this point they don't mention anything, so I leave and head to my car. I plug my phone in and it wont charge, at all. I go back into the store and mention to Camille or Camilla the front desk lady that my battery isn't working. She says "Oh well it was working the entire time we had it". She goes back into the back for a few minutes and comes back out and tells me there was water damage and I need a new battery that will cost $90. I asked her how is this all the sudden when you just said it was working perfectly and why didn't you say anything after the diagnostic. She then goes on to say oh well the diagnostic was just our tech opening the phone and looking at the inside.

Therefore they aren't even checking for the root cause and just trying to repair as much as they can. Money Grab.

I tell her don't replace it, that i will get a second opinion from apple. My apple care technician, ,after doing his real diagnostic and review has came to the conclusion that in fact there was zero water damage and the battery was absolutely fine. The real error was that their technician, which happens sometimes, damaged my motherboard while handling their repair. When someone damages the motherboard the phone becomes useless and cannot be repaired. He went as far as pulling data from the phone to show when it happened and so forth.

I took it back to Camille or Camilla and presented her the facts. She said they would try and fix the battery once again. I give her my phone, she calls me a few hours later and mentioned they cant fix it and they are refunding my money. I come back to the store, and she took off the new screen and put on my old screen and that was it. They didn't try to fix the situation or compensate me for my time or broken property that they broke.

I highly recommend staying away from this place. I have everything documented and recorded and will be filing a complaint with the BBB and potentially taking them to small...

EDIT: I came back and changed my 1 star review to 3 stars, because within an hour, the owner of the store, Mark, personally reached out to me over the phone. He assured me that I would be able to bring my phone back to them and that they would make it right. Unfortunately, I already went to another store to get it fixed after the phone call. He also had her call me back to offer to get it fixed. She said, "like I said earlier we can have you come in and replace it free of charge". While it was nice that she was trying to make up for it, she definitely did NOT say that earlier. She said twice that I would have to bring it in and get a technician to look at it. Either way, I wanted to change my review due to the responsiveness of the owner. I originally went to this store to get two of my back camera lenses, as they are one of Square Trade Insurance's authorized retailers. They reached out to me promptly once they received my claim, and got my in the same day. The lady there was nice, and my phone was done within thirty minutes. Everything seemed fine at that time. But a few days later when I was cleaning my phone, I also realized that the other one that they repaired, had debris (sand, dust) inside of the lens. I had assumed, mistakenly, that they would at least clean the inside before replacing the lens that had completely shattered. I was obviously wrong. One of the same lenses ended up being cracked again within the next month, for the purposes of this review, I'll chalk it up as my own fault and not that their lens material isn't as strong. I called today after submitting my insurance claim, to get scheduled to come in again. The lady I spoke with wasn't the friendliest, but was at least able to give me information. However, when I explained the situation about the debris in the other lens they repaired to see if they would be able to clean it, she said that it wasn't something they would commit to doing. I was told that the technician would have to look at it. I personally thought that cleaning the inner lens would be something included when replacing a completely shattered lens that exposed the inside to elements before just placing another piece of glass on top but apparently not for this store. This is especially true when debris can then scratch and damage the actual camera. And to then be told that they wouldn't necessarily be able to address a lack of attention to detail was frustrating for a repair that didn't even last a month despite my phone not going through any drops. Just overall a frustrating situation, so I will not be returning if I have to sacrifice convenience for...