Repairs Universe Inc. Repairs Universe Defective Part, Appalling Customer Service Henderson, Nevada

On March 18, 2013 I purchased a pre-assembled screen for my HTC Droid Incredible 2 mobile phone (ITEM#: 2-G-0370) from the www.repairsuniverse.com Web site. I paid for the item with a Visa card via PayPal. Upon receiving the item, I followed the instructional online video as directed. In my opinion, several important steps are missing from that video which could result in *severe* damage to the phone. In addition, there are no instructions for reassembly (aside from the suggestion to "do it in reverse").

Upon installation of the new screen assembly, I found that the top digitizer glass was not adhering to the underlying LCD screen, and therefore defective. I also found that the touch-sensitive buttons at the bottom were not functioning correctly. I contacted Repairs Universe immediately, and I received an email containing instructions that did not apply to my phone or the part I had purchased. (Full text of email exchange available. Not included due to space restrictions.)

This was followed by a number of delayed email exchanges that I will summarize. The messages contained brief suggestions that either didn't apply to the part I had purchased, or suggested that I disassemble the part and attempt to clean and/or repair it myself. It appeared that the support representative was unfamiliar with both my model of phone and with the part that they had sold me. I provided photos of the problem, and further explanation, but did not receive a reply. On March 26, 2013 I opened a second support ticket, which was never addressed.

After 2 weeks of this, I emailed Repairs Universe that I felt I was being defrauded. On April 10, 2013 I was contacted again and asked what could be done to remedy the situation. I replied that I needed an advance replacement part, since I could not have my phone in an unusable state for the length of time it would take to remove the defective part, ship it back to Repairs Universe, have them examine it, ship me a replacement and install it. They rejected my proposed resolution.

Now I have wasted three weeks on this, and spent $50.00 for a part which does not work properly. My research indicates that many others have had similar problems with this company, and there have been Better Business Bureau complaints filed against them. I have filed my own complaints with Visa, PayPal, FTC, BBB and other consumer protection agencies. I think it's important to warn other consumers about the defective parts and dismissive customer service they will get when they deal with Repairs Universe.