I am so sorry I didn't read these reviews before I took my teenage son's Android phone LCD screen to be replaced at Fix A Phone. We brought the phone in June 1, 2016. I paid for the repair in advance with my credit card. The same thing happened to us as happened to a previous reviewer. We were told it would take a couple of days once they ordered the part. After waiting over a week, we called to get an update. We were told the part they received was the wrong part and a new screen was being ordered and someone would let us know when the phone was repaired. I foolishly didn't keep track of the dates or excuses, but we pretty much went through the same scenario again, except this time no one would even answer the phone during business hours. We drove over on June 25 and were told they were once again sent the wrong part. When I said that we had already waited an unreasonable amount of time and that I was upset that we hadn't been called, the young man working that day called his boss and explained the situation and my son was given a free loaner phone. We were also assured that we would be called when the new part came in. Approximately two weeks later my older son offered to handle the situation as he thought he could get better results than we had. No one answered the phone the first few times he called, so he figured they recognized our number and didn't want to deal with us anymore. So he called on his own cell phone and magically someone picked up on the other end. This time, I believe he was told that the replacement screen was broken. My son was also told that the store was now under new ownership and that the person he was speaking, too, James, was trying to clean up the mess. He asked for sympathy and assured my son he would get a new part and as soon as the part came in our phone would get first priority. After about another week of back and forth, my older son finally got back in touch with James and was told the part was in, but they were backed up and couldn't get to the repair right away. My son pointed out that he had been assured our phone would get priority, but James insisted he had never said that. (I know that's not true because I was listening when James assured my son the phone would get priority). When my son called him out, James got defensive and kept saying this was out of his control and he hadn't even been involved at the beginning. He then assured my son he'd get the phone fixed within a couple of days and would call him when it was fixed. Around three days later, we still couldn't get anyone to answer the phone. On July 27, my son got in touch with the same young man I had dealt with who gave us the loaner phone. He said the phone still wasn't fixed and something to the effect of "why are you so upset, the loaner phone is better than the one we're fixing?" to which my son replied something to the effect of, "No, it's not. And my little brother's stuff is on the phone you're fixing. Can I at least get a guarantee the phone will be fixed today?" He couldn't get a guarantee and the phone connection mysteriously dropped. My older son and I decided to drive over. The employee didn't deny it when my son explained who he was and "you hung up on me earlier". He explained that if we couldn't get the phone repaired by the end of the business day we wanted the phone back and a complete refund. The young man called James, who refused to guarantee the phone would be ready and got really heated and asked my son why he was hassling him and how this wasn't his fault. When my son explained that eight weeks is an unreasonable amount of time to have to wait for a repair and any other business would have compensated us in some way, James said my son was "smoking crack". Later in the conversation that went nowhere, he called my son a crackhead. He also refused to refund the money for the repair. I eventually took the phone from my son, explained that I understood that James couldn't help that he'd been sent the wrong part, but that he should have figured out by now that he should have gone elsewhere for the part and that I wanted a refund and the phone back. He said the phone was in pieces and we'd have to wait for the technician to put it back together. I said I'd wait there for it. He said it couldn't be done by closing time. I said "then just give me the phone as it is and my refund". He told me he wasn't doing that because we agreed to have the phone repaired there and that he'd given my son the loaner. I countered that my son wanted his own phone with apps back and we'd waited long enough. Skipping a lot more back and forth, I finally told James that if he didn't return the phone right away and give me a refund I'd report him to the Better Business Bureau and the credit card company. He still tried to get out of it, but eventually gave in and we returned the loaner phone. read more
