I'm done doing business with this person. I will update how this situation ultimately concluded when I find some time to summarize my experience. My review will be updated shortly and include transcripts of my conversations with the owner. (After my first time having to return because of their mistakes, I thought it prudent to record my calls with him). Until then, here is my original review:
(Note: My experience started at the Barrie location, but my phone was then taken to Bradford for repairs.)
Used these guys before for a cracked glass on an iPhone 5. Same day service for a reasonable price. That's why I returned to have my Nexus 6P repaired when the LCD display broke in a fall.
I was told that the LCD was in stock and that it would be ready the following day, and the price was reasonable. When I called 2 days later I was told that they were waiting for an LCD to come in for the repair. When I mentioned that I was told it was in stock, I was then told that they tried to install that one, but it was defective and they had to order a new one. For the next 4 days I was told maybe tomorrow, call back then.
Turns out that more complicated work is done at the Bradford location. By the time my phone got there the first night, a Bradford store member had sold the one LCD that was promised to me. Terrible communication between locations, and terrible "try again tomorrow" service whenever something goes wrong. 9 days later when I finally picked up my phone, they couldn't make proper cash change. I was asked to return as soon as was convenient to pay them back the $2.32 that they couldn't make change for.
TL:DR They're fine for a cracked glass if you have a common iPhone or Samsung Android, otherwise you may get caught up in the shuffle between locations and hear many requests to "try again tomorrow". My phone is a business tool, not just for taking calls, but for specialized software that I need to do my job. I was very inconvenienced.
Nice guys, all of them. But attention to detail is definitely not their strong suit. Just look at the signage on the storefront. The company name has a typo in it. Not surprised.
Response to Owner's response:
I understand that my phone is not a common model, and that parts are more difficult to get. That's not the problem. The problem is that your employee was able to check that you had the part in stock, but otherwise did not reserve that part for my repair. The problem is that I was lied to about the status of the part and the reason for my repair delay.
The problem is that your employees tell customers "maybe" because you cannot provide them with an accurate repair time estimate. How do you not know when parts that you've ordered are coming in? The problem is that because of this "maybe tomorrow" situation, I was not able to have another shop repair it in 3 to 4 days, and minimize my down time. Prefacing all repair time estimates with "maybe" is not at all professional, and the fact that you think that it is an excuse for stringing customers along is very telling.
Your customers suffer when you cannot communicate reasonable repair time estimates. Your employees are forced to resort to lying to clients because they don't know when parts will be in (let alone available). It's terribly unprofessional. Step up your game, communicate with your employees, under-promise & over-deliver and maybe you will disappoint fewer customers.
"Happy to hear your phone was fixed correctly and looks like new. "
Pointing out that at least you fixed it in 9 days is not a good look, by the way. Makes your apology seem quite hollow.
Once again, feel free to take your chances with Connextel if your repair is simple and your phone is a common model. Otherwise, I would not recommend this unprofessional company to anyone. read more
