• Report: #495954

Complaint Review: DigiExpress

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  • Submitted: Wed, September 16, 2009
  • Updated: Mon, January 03, 2011

  • Reported By: phtmb — Baltimore Maryland USA
DigiExpress
1700 Horne Blvd Arnold, Pennsylvania United States of America

DigiExpress Online Ipod Repair Company sent Ipod for repair. No response tro 5 emails and 5 left phone messages. Hold times on phone exceeded 60 minutes on two occasions. Cashed check sent with repair and now does not respond. Arnold, Pennsylvania

*Consumer Comment: Got it back

*Consumer Comment: I am going to give them a try.....

*Consumer Comment: Company Employee not convicing...

*Consumer Comment: How long?

*Consumer Comment: I had no problems with my recent iPhone repair

*UPDATE Employee: Entirely Untrue

*Author of original report: Rebutting the lies of DigiExpress rebuttals

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Company wassent Ipod for repair.  No response to 5 emails and 5 left phone messages.  Hold times on phone exceeded 60 minutes on two occasions.  Cashed check sent with repair and now does not respond.  Essentially stealing Ipods.  Complainst abound all over the web about this company.

This report was posted on Ripoff Report on 09/16/2009 04:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/DigiExpress/Arnold-Pennsylvania-15068/DigiExpress-Online-Ipod-Repair-Company-sent-Ipod-for-repair-No-response-tro-5-emails-and-495954. 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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REBUTTALS & REPLIES:
1Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Got it back

AUTHOR: BOTA - (United States of America)

Per my other note - Finally got the ITOUCH back. Took 4 weeks - a few unreturned phone-calls (after speaking to 2 people - not sure if they were the same person - who were pleasant).

Anyway - works fine.

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#2 Consumer Comment

I am going to give them a try.....

AUTHOR: Sali724 - (United States of America)

I am a little nervous having read the comments, but I plan on taking my iPod touch there tomorrow. My screen needs replaced. I got through to a customer rep this morning, who called me back. They use certified Apple parts. I will respond and let you all know how it goes for me....fingers crossed!

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#3 Consumer Comment

Company Employee not convicing...

AUTHOR: tightwad - (USA)

You may well be telling the truth. But this problem is ongoing for 3 weeks.

Why didn't you say that you have shipped this person's ipod back to them, charging only for shipping, or even at no charge? If you hang on to the ipod, you lose credibility? What do you gain by ignoring the person's implied demand for the return of their ipod? You scared me off of being a customer, that's what you did. Sorry, I'll check on another company for my repair. There's a chance this customer may be right.

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#4 Consumer Comment

How long?

AUTHOR: BOTA - (United States of America)

Been 3 weeks. Each time I call (or chat) - 'no - it's not done - the techs are on a different floor - out to lunch - will e-mail you on an update'.


So - cancelling the payment is easy - but they have the freakin ipod....


If you can't fix it - or it will take forever - tell me and send the thing back!

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#5 Consumer Comment

I had no problems with my recent iPhone repair

AUTHOR: Jim Van - (USA)

Hmm...I, OTOH, had no problems with them.  I sent the phone to them priority mail on a Thursday, they received it Sat., seng t me a receipt ackowledging that they'd received it.  Late monday, they sent an email detailing what was wrong with the phone and how much it would cost to fix it.  I sent them payment Tues. morning, and they fixed it and shipped it on Thurs.  It arrived Sat, and works fine now.

They seem pretty up and up to me.  Good service/communications.  Sorry to hear you had a bad experience with them....
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#6 UPDATE Employee

Entirely Untrue

AUTHOR: Mike - (USA)

It is unfortunate that this customer feels this way about our company. We pride ourselves on customer service being a priority and not an afterthought. In fact, we are the only iPod repair company with customer service representatives available 5 days per week to respond to emails and to answer phone calls. When you call our company, you actually can speak to a person, not just leave a message.

To reply to the comment that he or she spent 60min on hold - not possible, our phone system will send any call over 10min hold time directly to voice mail. And we track the amount of calls sent to voice mail each week and it is consistantly less than 10 per week.

In any business, it is difficult to please every customer, however we have serviced over 30,000 iPods and have very few complaints.

We have no interest in stealing iPods or causing our customers any problems, our business is based on referrals and repeat customers, so we make every effort to fix each and every iPod quickly and cost effectively.

Call us and find out why we are the #1 iPod/iPhone repair center in the country.

1-800-440-4693
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#7 Author of original report

Rebutting the lies of DigiExpress rebuttals

AUTHOR: phtmb - (USA)

10/29/09
Company still has failed to respond to seven left voice mails and 5 written emails. Notice in their rebuttals they talk about their phone system having problems "at one time...since corrected" but how does that excuse not returning voice mails or emails? Will they next rebut by claiming "the internet was down on those days"?  Anyone can validate the lie they are telling about their customer service by running this simple test:
Call the 800 number anytime of day..you will be on hold and no one will ever pick up.
Eventually you will be rolled to voice mail.  Leave a message asking for a callback and that will never happen.

Posting testimonials which are impossible to verify as real or company written means absolutely nothing to the customer having their, or worse, their child's ipod essentially stolen by this company.

Guarantee there will be no rebuttal addressing THE SPECIFICS of this update.
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