I contacted the Latham store on 3/2/18 because my phone wasn't vibrating.They told me I would need to bring it in so that they could run a diagnostic. I brought it in, they did their test and they confirmed, my phone needed a new vibration motor.
They placed an order for the part, told me it would arrive in about two days, and that the repair would cost around $60-$70. They charged me a deposit of around $16.
I followed up with them several times asking about the vibration motor over the next 2-3 weeks. Around 3/16/18, they told me the part arrived.
I brought my phone in to the Latham store and dropped it off. The clerk told me he wouldn't be able to get to it that night, but it would be a priority the following day. The following day I called them,and they told me that the vibration motor that they had ordered was a dud. They needed to order another one, but that they would get expedited shipping and they would solve the problem ASAP.
I followed up again within the next couple of days. They told me that the main board on the phone had a bunch of shorts in it and that it was causing all sorts of problems.
I went to the store in person and asked them to just put the phone back the way it was and give it back. (Hell, leave the vibration motor in the trash, at least the phone worked.) When I went to the store, he told me that he didn't actually have the phone. That it was at their Malta location, and that a different tech was looking at the phone.
I gave up getting my phone back for the day. When I got home I called the Malta location and I spoke to the lead tech. He told me that he had removed the battery from the phone and that he didn't want to reconnect it. He was concerned that he could damage the phone by putting it back together. I told him that I was frustrated at the length of time that this was taking. He assured me that he could order a new board and replace the one in my phone. He said that it would take 3-4 days. (this was probably about 3/21/18). He stated that this would cost $100-$150.
I followed up several times afterward, each time reminding them that they were not giving me accurate estimates of how long shipping would take, or how long repairs would take.
On 4/2/18 they told me that they had repaired my phone. I went to the Latham location to pick it up. When the clerk stepped out of the backroom I noticed an overwhelming odor of marijuana. He gave me my phone back. It appeared to work, although it needed to be reactivated with my cell phone carrier. I examined the phone, and checked for my SD card and my Sim Card. The SD Card was missing from the phone. I told the clerk that the SD card was missing. He contacted their other location in Malta and he spoke to the owner. They had found the SD card.
I drove to the Malta location immediately. I was incredibly frustrated with the experience that I was having, I wanted my SD card, and I wanted to avoid dealing with them anymore. When I arrived at the Malta location, there was a young boy, about 11 or 12 years old, tending the counter. He didn't look comfortable. I told him why I was there. He gave me my SD card back. I asked if the owner was available.
When I spoke to the owner I told him that the Latham store reeked of marijuana, and that I thought his employee was smoking pot in the backroom. He argued with me, telling me that there was no way his employee was smoking pot at work. He said 'his piss is clean'.
I moved on. The phone seemed ok. It was turning on. The battery was charged to about 80%.
When I got home, I plugged the phone in to charge. The phone displayed a warning that there was moisture detected in the charging port and to unplug it immediately. I tried again the following morning, hoping that this was a fluke. I received the error again.
I messaged the store on facebook telling them I expected a full refund. I told them if he didn't grant the refund, I would dispute the charge to my credit card. He then accused me of fraud and told me that he was calling the police. After that, I blocked him. read more
