We had a very bad experience with Gophermods. Our daughter broke her brand new iPad screen (just the digitizer, everything else worked), and due to the pandemic (distance learning), we needed a new one in a hurry. We were thrilled to find Gophermods had immediate availability! Unfortunately, while fixing the screen, the technician somehow broke her home button.
This itself isn't awful- these things happen after all. The real problem was when they offered to replace the home button with a new one that "had full functionality", minimizing the fact that the new home button would not have Touch ID! That's like taking your car in for a new windshield, and somehow they break your keyfob in half, then claiming the physical key still has "full functionality". Without Touch ID, it isn't "full functionality"- that's a major feature for a six year old! Apparently they are not a licensed Apple repair shop, despite having an Apple sign on the door and pictures of broken iPads that they offer to repair. From doing some research, it looks like only licensed Apple repair shops can fix this problem- something they did not disclose when we dropped off the device.
They tried to convince my wife that this device would have "full functionality", but luckily, we thought to ask about Touch ID, and they finally acknowledged it wouldn't work. After some negotiating, they agreed to replace the device AND refund our money. However, the next day, they called and "corrected" and said they could only replace the device OR refund our money. Since they would not tell us where they were getting the replacement device (and I was concerned it would not be an equivalent device after all of this runaround), we insisted on getting a refund and our device back. The manager (I believe his name was Kyle) acknowledged that his employee spoke out of turn when offering to replace her device and refund our money, saying "we're going to have a talk about what to say and what not to say". In the end, we now have an iPad with a broken home button (doesn't work at all), and our six year old is crushed.
Bottom line- repairs are hard, so your company should have a clear plan for when things go wrong. The staff tried to convince us that their replacement home button had "full functionality" (they kept using that term), but that was a lie, since it lacked Touch ID. They then said they'd refund our money and replace the device, but that was a lie. I am sad to say I will not take any more devices to this local chain. read more