Express Phone Repair Mentor — Local services in Mentor

June 22nd, 2024: I brought two wireless headsets into Express Phone Repair Mentor to be repaired. I’ll refer to them as ‘Headset A’ and ‘headset B.’ ‘A’ had a broken dongle. ‘B’ just stopped working with no obvious origin of failure. I heard back from them on the same day. They informed me that ‘headset A’ was able to be repaired, so I gave the green-light upon being told a fair price. It was fixed hastily, and I was given the option to pick up the now-working ‘headset A’ that day. Or, I could wait until ‘headset B’ was repaired/diagnosed in order to collect them both in the same trip. I opted for the latter.

Over the 29 days my devices were in the possession of Express Phone Repair Mentor, I reached out to them twice over the phone to inquire about the still-undiagnosed ‘headset B.’ I received the same response each time; they were waiting on parts, and the parts should be in soon. They never reached out to me once with information after their first call about ‘headset A’. Per the contract you must sign to check in your device(s), you have 30 days to pay for service. If not, you relinquish ownership of your property. So on the 29th day, after repair, I went in to retrieve ‘headset A’ to avoid any contractual forfeiture.

It was only then that I was informed that they were unable to diagnose or repair ‘headset B’ I asked what they tested, so I knew what problems have been ruled out. I was told a different technician, not the man I was talking with, was the one working on it. So, I don’t know how or when they came to that conclusion. I paid for the repair of ‘headset A’ and went home with my two headsets. I have decent knowledge of soldering electronics repair, so I figured I’d try my best to restore ‘headset B’ on my own. They were already deemed irreparable by an electronics repair shop. “What have I got to lose?” I thought.

Upon minimal investigation, I found a very similar story from a user of the exact same headset. After his inoperative headset sat around for a while, he simply tried charging the device. They miraculously turned on and worked fine again. With hope, I tried the same simple solution. I plugged it in. To my surprise, they worked as normal again.

Unanswered Questions bouncing around I my head: When did they come to their conclusion? What did they test to deem ‘headset B’ irreparable? Why wasn’t I called when they figured out they couldn’t do anything? How was the simple and correct solution (charging the device) overlooked? What would have happened if I wasn’t counting the days, and I waited 30 or more to hear back about ‘headset B?’

-EDIT- Mere minutes after posting this review, I was reached out to by Chris, the technician I spoke to at the store. He apologized, answered all of my questions, and squared away my frustration with the ordeal. This is a reputable company with customer service at the top of their priorities. I am very appreciative of their professionalism and sincerity. The aforementioned 30 day policy would have only applicable if both headsets were serviced. Chris, I thank you for your hasty reply and...

I am very upset with the business dealings of this company. I dropped off my daughter's tablet at the end of March (around the week of the 24th). I needed the charging port to be replaced. The person at the counter said that the part needed to be ordered and that it would probably be ready by the 31st. I called after the weekend and was told the gentleman who sodders was very uncomfortable going I to work since the state was on stay at home order. Which, I was very understand about and I did not inquire about the tablet again until this week (May 4th). Each time I received a different version of what was going on, they still hadn't fixed it, then they had been moving to a new location so they were not sure where my tablet was. I called on May 8th and was told that my tablet was lost and that they would just give me a different one. At first I thought ok, but then I knew I couldn't because it is one I have on contract with my cell phone carrier so I told him I needed my actual. Tablet back that it's the one I have through my carrier. He promised me he would have my tablet ready to go the next day. I went to the store today (May 9th) and was immediately asked for the loaner tablet I was given which I provided at the factory reset screen and it was in good condition nothing wrong with it. But when I asked for my property back I am told it's lost and that I agreed to take the other tablet. I reminded him that I did not I initially said yes but then said that the line associated with my tablet is on contract with my carrier. The gentleman kept bringing up the store's move and not being able to look through boxes. I am and have been more than patient with this establishment. If my tablet is going to be replaced then it needs to be a new unopened tablet not a tablet that I know nothing about. I am very upset and feel very disrespected if something was wrong I should have been informed from the start not given he run around and told I would receive a call, which I never once received I ALWAYS, had to call the store and continually given the run around. I have learned my lesson and warn anyone reading this do not pay for services upfront, should always get your property back in hand with all repairs in order before paying anyone. I am very dissatisfied with this business and before he owner gets on and says oh you should have told us, I did today but I am still hearing the same empty promises and words I have been given all week and even from the beginning. I cannot in good conscience recommend this...

My phone was dropped in a small bowl of water. It was working fine for a few hours but then began to shut off automatically and sound was extremely muffled. I stuck it in a bag of rice for a few hours and thought that would do the trick. Plugged it in overnight and the next day it was completely dead. I googled a few places close to me and chose Express Phone Repair and I'm so grateful I did! I would recommend calling before stopping at the store as he is extremely busy and now I know why. This place is the absolute best and he knows what he's doing. When I got there, I explained my situation to the owner. He took my name and phone number and I told him to take his time that I didn't care if it took a few days. The next day I called and he said he got the water completely out but it still wasn't working. At this time I was already looking for a new phone due to everyone telling me that it's done, not to mention all the googling I did reading on dropping a phone in water never to use it or put it on a charger. I did all of those. I told him to keep the phone as long as he needed. He told me he replaced a few things inside of the phone and needed to check out a couple other things. I called the next day and he said it still wasn't working but he still wanted to keep it an extra day. On the third day, I called and he told me he had great news. he wasn't at the mentor location at the time I called but said he would be there in a few hours. I called and he said it was ready! when I got there, he showed me exactly what he did with another phone with it's back off. He was EXTREMELY thorough in explaining what repairs he did on my phone and VERY patient with all of my questions. He gave me a 90 day warranty on the work done and the price was only $89. I felt he should have charged more for all the time he put into saving my phone and saving me from putting more money into a new phone so I gave him $100. I STRONGLY recommend this gem of a small business for their honesty, courtesy and the pride they take in what they stand for. He won't rip you off and they are honest!

Thanks again Express...