Update !…read more
Thank you for your response.
I need to correct several inaccuracies in your statement.
First, when my dad returned on February 12, he was told the issue was caused by the phone being dropped. At no point during that visit was "water damage" mentioned. Now you are introducing a completely different explanation. Changing the cause of damage from "physical drop" to "water damage" raises serious concerns about the consistency of your assessment.
Second, I personally received the phone on February 11 -- not my father. The device was not "fully tested in front of us" as you stated. There was no detailed inspection of the camera, Face ID, or internal components in front of me. In fact, I had to remind your staff to return my phone case, which they initially did not give back.
That same night, while charging, the phone shut off and the display never worked again, although sound and alarms were still functioning. This indicates a likely internal issue, not external damage.
I also still have the screen that was removed. There was no water exposure. The phone was not dropped. I have owned this device for years without internal failure, and these issues occurred immediately after your repair.
Additionally, the main camera stopped focusing right after the service, and there was clearly a loose component moving inside the camera module -- something that did not exist before. Both phones that received battery replacements at your store are now overheating significantly as well.
The problems began immediately after your intervention. That is not coincidence.
I am again requesting a refund for the services performed. I am open to resolving this respectfully, but I cannot accept responsibility for issues that arose directly after your repair -- especially when the explanation keeps changing.
On February 11, my dad went to the store -- just so there is no claim that we were never there. I brought in an iPhone 12 Pro Max with a cracked back glass to have it replaced and decided to also change the battery at the same time. My dad had his battery replaced as well and purchased a screen protector for a new phone.
That same night, while my 12 Pro Max was plugged in charging, it suddenly shut off. The screen never turned back on, although the phone still had sound -- my alarm went off the next morning.
On February 12, my dad returned to the store to report the issue. He was told that I must have dropped the phone and that the damage was my fault. That is completely false. I had used this phone for years without any internal issues, and the malfunction happened immediately after your repair.
Because we were scheduled to leave for a cruise that same day, my dad had to leave quickly. Once we were already on the ship, we realized the main camera would not focus. When moving the phone, you could clearly see something loose moving inside the camera module -- something that was absolutely not present before your service.
In addition, both phones that had battery replacements done at your store now overheat excessively, which raises serious concerns about the quality of the work performed.
At this point, I am formally requesting a full refund for the services provided. Three separate services were paid for, and all three resulted in new problems that did not exist prior to your intervention. I do not live in the United States and had to return to my country without a proper resolution, which makes this situation even more frustrating.
I expect a prompt response regarding my refund.
And if there is any claim that my dad was never there, I do have the business card of one of your employees who personally asked us to leave a review.
Until this is resolved, I strongly advise others not to bring their devices to this location. Based on our experience, the workmanship was careless and unprofessional, and I would not recommend this store to anyone.
