- Report: #957349
Report - Rebuttal - Arbitrate
Complaint Review: Cell Bros.
Cell Bros.164 S. Semoran BLVD Orlando, Florida United States of America
Cell Bros. Cell Bros. Unltd. LLC They honor their warranty as long as you dont have a problem with the repair!! If you come back with a problem, they tell you that it worked when you left the store! Orlando, Florida
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On 10/12/2012 (Friday) I took 3 phones to this company. I spoke with Nick and explained to him what I needed done to the phones. 1 phone needed to be unlocked, another needed a hotspot, and the last phone was an iPhone 3GS that had no power and wouldnt turn on. I told him that I believed that it needed a battery. They took the phones in and told me it would take around an hour. I live 45 minutes away so I decided to go get something to eat and come back. They called me and told me that 2 phones were done and that the iPhone 3GS problem wasnt a battery, that it needed a new LCD. It would be $60. I told them to go ahead and do the repair. I came back before they closed (around 7pm) and paid for everything and left. The iPhones back shell/case was not closed all the way and it looked like it wasnt closed back the right way but I figured that maybe I could fix that myself at another time. At the time, everything was working on all the phones (for the time being).
The next day (Saturday), the iPhone 3GS turned off and wouldnt turn back on but they were closed until Monday so I waited until then and took the phone back (10/15/2012). I explained to them that I still had the same problem. They plugged it in and it turned on but only when it was plugged in so they said that they would look at it and see what the problem was. They came back out after a while and told me that the problem was the battery. I told them that the I was told before that the problem was the LCD and that it was still not turning on. They said that it did need an LCD before but now I needed a new battery and that it would cost me another $30. I also told them that the phone wasnt vibrating and Nick told me that they might be able to fix that but it would cost me another $15 for a total of $45. That, plus the $60 that I already paid, would bring me to a grand total of $105 to repair the phone. That is close to what the phone is worth but regardless I told them to go ahead and repair it (again).
After a while, Nick came out and told me that they were having trouble with the phone and that it was turning on and off but not to worry because they would have it fixed. I waited some more and finally he came out and told me that it was repaired, showed me that it was on and working and I paid the $45.
The next day (10/16/2012) The phone once again died and didnt come back on. I plugged it in and noticed that it did turn on when it was plugged in but it still didnt power up on its own, which was the original problem that I had. I couldnt go there the next day so I took the phone back for a third time to them on Thursday (10/18/2012). This time I spoke with Justin Goldman, who is the owner, and explained to him that the phone was still doing the same thing after 2 repairs of different parts. He told me that he believed the problem was the motherboard and that I should not invest any more money into the phone. I told him that I wasnt going to invest any more money into it and that the problem I brought it in for was never fixed. He said that the problem was fixed the first time and that it was working when I left the first time. I asked him about the second time when they replaced the battery and he said it was working when I left that time too. So I asked him about his warranty and he said "OUR WARRANTY COVERS PARTS, NOT LABOR". So I told him I brought it in not turning on and that it still wasnt turning on and he said that "The LCD we replaced still works and so does the battery. I cant take back used parts. If you are trying to imply that you want your money back, we cant just pull our parts back out because the parts we installed still work". I told him that they never fixed my problem and he said "You walked out with a working phone". I asked him if he could check it out for me anyways and he said that he could have his tech replace the battery but that he was sure that it was the motherboard and that it wasnt worth fixing. He also added that I should "Buy a new phone". I told him that I just wanted my phone fixed. He asked if I was on AT&T and I said yes, he then said "This phone is very old and you should be able to renew your contract and get a new phone". I again told him that I just wanted the original problem fixed or my money back. He said that he would have his tech look at it and took my phone to the back.
When he came back I told him that I was sorry for all the problems but I just wanted my phone to turn on like normal and work correctly. He said that if it was the motherboard, as he figured, that he could replace the motherboard for me but that would cost me more money and that would be much more than the phone was worth. I told him I already paid over $100 to fix it and it still wasnt fixed and he just looked at me and said his tech would check it out and let me know what the problem was (for the third time).
After a while, the secretary/front desk girl called my name out so I came up to the desk and she said "Im sorry but its the motherboard and it cant be fixed". Justin was sitting right there in front of me and said "EXACTLY AS I THOUGHT AND I WAS RIGHT". I grabbed my phone and walked out disgusted and ripped off.
They screwed me out of $105 and then told me it was something else. I was told it was one problem, then another, then another and still it wasnt fixed. Their warranty, (at least thats what they call it) covers the parts but not the labor? How does that work? Is that even a warranty? Why didnt they tell me it was the battery in the first place? Did my battery magically go bad after the first repair or the second?
I guess thats how Mr. Justin Goldman does business. They should rewrite their warranty to say, WE WARRANTY EVERYTHING WE DO EXCEPT LABOR. Thats what I was told by the owner. Or maybe it should say OUR WARRANTY LASTS AS LONG AS YOU ARE IN THE STORE. IF YOU LEAVE WITH YOUR PHONE WORKING, ANYTHING THAT HAPPENS AFTER THAT (INCLUDING THE SAME PROBLEM) DOESNT MATTER.
I own a business myself and sometimes, if you cant repair the problem or the item comes back with the same problem within warranty, it IS my problem because thats what the customer paid for. Thats called customer service. Sometimes you have to eat it and take the loss for the good of the customer or to keep a customer happy. You never know who that customer knows or how much potential or future business that customer can cost you if you treat him wrong or screw him over. Thats how business works. If you own any business then you know that this is typical and its part of serving a customer. You offer a service and if you cant provide that service accordingly then you shouldnt be in business.
In every scenario, I was ripped off. I paid money for services that werent provided. PERIOD. Their temporary repair (and I use that word very lightly) lasted 24 hours and I ended up being the one at fault and losing money. They made $105 but lost a customer plus the potential future customers they will be losing after I spread the word. All I wanted was my phone working again or my money back. Simple.
This report was posted on Ripoff Report on 10/19/2012 03:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cell-Bros/Orlando-Florida-32807/Cell-Bros-Cell-Bros-Unltd-LLC-They-honor-their-warranty-as-long-as-you-dont-have-a-pro-957349. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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