NWA Cell Phone Repair — Local services in Springdale

Buyer beware! Owner will not honor his warranty on a screen replacement that began cracking almost immediately!

I had a glass screen replaced on a 2 year old Samsung S5 that I had always carried in my pocket without incident until I dropped it face first on a tile floor and shattered the glass. I took it to NWA Cell Phone Repair where I was told it would be ready in about an hour. About 4 hours later, the plastic replacement screen they used could be felt protruding from the top edge of the phone, rather than sitting flush or within the frame as it should. I didn't think it was a big deal, so I let that go. What was a big deal though was that the plastic screen lasted only about 5 days before it started cracking. First along the bottom starting from the home button; a day or two later, along the right edge running across the center of the screen where it spider-webbed across the other side; next from the bottom left corner across to where a piece of the plastic just fell off when I sat it on my nightstand;... and so on until within a couple of weeks the screen looked about as bad as the original glass screen I paid them $108 to repair, supposedly with a 6 month warranty.

I dreaded taking it by to have the warranty work done because of the time it took them originally to replace it, but more so because suspected I was about to get the run-around given the lack of professionalism I sensed when I had it repaired. Sure enough, the employee there, Mitchell, said he didn't think they'd warranty their product and that I should talk to owner, Jason, who wasn't there. I asked if he could have him give me a call, but he didn't believe he would likely call me back, so I agreed that I would make the effort to track him down later.

I called later that day and the owner answered and said he would be there for the next half-hour, so I drove to go visit with him. When I arrived, I was only able to visit with the manager, Jeff. I explained to Jeff, as I had to Mitchell, that I had not dropped the phone or done anything out of the ordinary. I had only carried the phone in my pocket as I had done without incident for years before with the original screen on this phone (and with other phones). Jeff said the cracks looked like "pressure cracks" to him and that while he believed I hadn't done anything wrong or abusive to the phone, they would not warranty the repair unless the owner found some dirt or something under the screen from when they installed it but that that rarely happens because the owner is the one who installs the screens.

Needless to say that gave me absolutely no hope they were going to stand behind the product, so I asked what they would do if they did not "discover" whatever they were looking for after they had my phone apart. After a conversation with someone on the other side of the doorway (whom I can only assume was the owner), he told me they only take $10 off of the repair rate ($89 instead of $99, plus tax). In the alternative, he offered to give me one of those clear stickers to put over the screen if I wanted it to keep it from breaking further.

I just wanted them to stand by their product. They didn't. I didn't do anything out of the ordinary with my phone after they repaired it. That I know. I also know that a screen should last longer than 2 weeks (or even 6 months), and that they have $108 for a repair that lasted days. I also know they aren't willing to spend the time to stand by their warranty and made every effort possible to find an excuse to explain why they shouldn't have to honor their promise rather than figuring out how they could.

I hope you find this detailed review helpful and choose to take your phone to where ever you believe will make a quality repair that they will...

I had the same experience that Robert Qualls had about the battery. My wife and I went in to replace my battery too because it wouldn’t hold a charge. When we picked it up and charged it up, it still wouldn’t hold a charge. On top of that my phone will not ring nor will the speaker phone work now. Due to my busy schedule, I had sent my wife back with my phone to get a refund. They refused to give a refund and denied causing more damage. They did offer to work on it, but at this point I decided to go somewhere else and I don’t trust them.

I did go to CPR first but they didn’t have my type of battery in stock. Also it was going to take a week to get it in. So I decided to go to NWA Cell Phone Repair because they “claim” that they had my battery in stock. I feel like they didn’t replace my battery at all. The other comments makes me believe that. I should’ve just gone to CPR and wait a week. They offer a cheaper price and if the battery doesn’t work they give you a refund. They will charge a $10 labor fee but I think that’s worth it.

Note to NWA Cell Phone Repair, you might do good work in other areas. But you need to improve on your cell phone battery refund policy. It’s not fair to your customers.

UPDATE, TO OWNER: Jeff, are you insinuating that I bought a battery simply to extract my own information from my dead phone and then ask for a refund? How could you fabricate such an absurd untrue story about me? I am appalled by your response! I am not an unethical person as you paint me to be. For your information I am still using my phone. I have evidence of it. Look, if you were duped in the past by unethical customers, I can understand... but that is not my problem and don’t pin this on me. You sold me a faulty battery and my phone no longer rings and neither does the speaker phone work since you guys worked on it. So the warranty is pointless to me because I don’t want you guys to work on it. You refused to give me a refund and that’s not fair. If you had stated before I purchased the battery that you don’t offer refunds on batteries then that is on me. But nothing was said nor was anything posted in your store about no refunds on batteries.

Look, please don’t ever try to call me again and tell me that it is “against industry standards”to offer a refund. That is a bunch of malarkey. Other cell phone repair companies offer a refund as I stated in my first review. Your company is not the only place to have phone repairs. I encourage you to get the facts before you go accuse someone of unethical practices. This is a very unprofessional and childish way of doing business. I am done...

LONG STORY BUT WORTH THE READ IF YOU DO NOT WANT TO BE TAKEN ADVANTAGE OF

I am only giving this 1 star because it will not allow me to do ZERO. I was looking to get my Galaxy S5 screen fixed, just the glass not the LED. They were quite a bit cheaper than the other places around here and offered a 6 month warranty, so I decided to give them a chance despite some of the less than positive reviews I read. I took it in on Tuesday, July 12th to have it repaired. Only took about an hour and it looked great when I picked it up. They even gave me a free tempered glass since I am a college student. Cool right? Not so much. I put the phone back in a case to prevent further damage. I pressed down on the screen to snap the piece of the case into place and the bottom of my screen CRACKED. One should not be able to crack a phone screen with TEMPERED GLASS on it by applying a slight amount of pressure required to put on a phone case right? Maybe if you have the thumbs of Sylvester Stallone or Arnold Shwartzenegger, but not that of a woman that weighs about 170 lbs. I took it back in, thinking that it would be covered under the 6 month warranty they offered. Well, turns out said 6 month warranty doesn't cover physical damage...which is what a cracked screen is. They fail to mention that to you though, conveniently enough. I was told that it was probably the tempered glass that did it because with a case on it there isnt much room, so there's too much pressure which can cause cracks.... this information would have been nice to know when I picked up the phone and he offered me the tempered glass in the first place. He also said that he could go in and see if it was something he did wrong and then they would replace it for free. However, if he deemed it not his fault I would be charged an extra 50 bucks, which was only half price and something "I don't do very often," like he was doing me some kind of favor. He also would not give me a refund. Needless to say I absolutely DO NOT recommend this establishment for your cell repairs. I read the reviews and went out on a limb because I know sometimes people just get angry when things don't go their way. However, my personal experience has completely corroborated the reviews I read about shoddy service. I would have been happy and not said a word if they had just replaced my screen. However, I am now out $109 dollars and still have a cracked screen.Thank you very much NWA Cell repair. I will also be posting this review on Facebook and anywhere else I can to get the word out about your shoddy service, lack of information, and lack of pride in the work...