- Report: #1062304
Report - Rebuttal - Arbitrate
Complaint Review: Connected Wireless, Inc
Connected Wireless, Inc4381 Highland Dr Salt Lake City, Utah USA
Connected Wireless, Inc Damaged my phone, refused to fix it. Lied in BBB report. Salt Lake City Utah
*Author of original report: Connected Wireless lied in court
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We came into one of Connected Wireless, Inc.'s Sprint Stores and were invited to try a phone accessory, they damaged our phone when removing the accessory, they are refusing to help us get it fixed/replaced.
My wife and I just bought new phones recently and as we were walking through the City Creek mall this past weekend we decided to look into the Sprint Store to see if they had any good cases for our Galaxy S4. Upon entering, a representative asked if we needed any help. We told him that we were wanting to look at cases for the Galaxy S4 and he showed us where they were at. This rep's name was Nathan, by the way, and he was very friendly and helpful.
After looking for a minute or two, Nathan said that if we wanted to that we could try on a couple of cases to see which ones we liked best. My wife slipped her phone into a case, and it went in easily and fit well. [continued below]....
My wife then looked at her phone and then noticed that Rich had damaged her phone removing the case. The left side of the body of the phone, right by the volume buttons had been damaged and bent outward. The casing was separated from the screen, causing a gap. We called the store back right away, and they told us to come back on Monday and that "they would make it right and fix it."
When I went into the store, I spoke with Rich and he immediately told me there was nothing he could do. He was pretty rude about it as well. After arguing with him, he said that he'd call his general manager, but he left the store to do so. I found it odd and poor form for him to not make the call with me present. He came back after a few minutes and said again that there was nothing that he could do. I told him that since they damaged the phone that they should be responsible for the repair or replacement.
At that time Rich gave me a number to "call corporate." Corporate is Connected Wireless, Inc. They manage multiple Sprint Stores in Utah. It took me 7 days to get a response from Brian at Connected Wireless, and he only called me back after I told the receptionist that I was going to file a small claims against them. The phone call did not go well, and Brian was totally unsympathetic to the situation and chose not to help me in any way. He even went on to imply that we may have tried to blame them for us damaging our own phone. He says that I "don't qualify for help." It's a case of them flat out choosing to not make it right. They have full power to do so, and they're not.
At the actual store, they're telling me that by coming into the Sprint Store that I'm assuming risk that my phone might be damaged. That's their actual wording. The store has no disclaimers about phone damage, be it in writing or verbally stated. They invited us to try the cases, and they took the phone out of the case themselves. When I brought up that they have no disclaimer, Rich said, "well, it's common sense." That's his full response.
After getting nowhere with Connected Wireless, I filed a Better Business Bureau complaint against them. When they replied to my complaint, they lied multiple times in their response. It as shameful how many facts they misrepresented and I have proof that they lied. Between Nathan, Rich, and Brian, they cooked up a totally dishonest response and that's the route they've chosen to take.
Here are the basic facts:
- I did not damage the phone, the store employees did
- There is NO disclaimer either written or verbally expressed about damage to phones not being the store's responsibility
- I was invited to try the case by an employee, I did not remove the phone from the case
- The store manager, Rich, is being entirely unhelpful in this matter, Brian at Connected Wireless isn't willing to help either
- Connected Wireless lied multiple times in the response to my BBB complaint
- My wife's Galaxy S4, which was less than a week old when we went in, has damage to it that is unacceptable
Do NOT go to any of their stores. They are dishonest and don't care to take responsiblity for their screw ups. They will lie to people to try to make their case stronger in the event that you have a complaint against them. They are not an honest company.
This report was posted on Ripoff Report on 06/26/2013 12:58 PM and is a permanent record located here: http://www.ripoffreport.com/r/Connected-Wireless-Inc/Salt-Lake-City-Utah-84124/Connected-Wireless-Inc-Damaged-my-phone-refused-to-fix-it-Lied-in-BBB-report-Salt-Lak-1062304. 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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