- Report: #1073846
Report - Rebuttal - Arbitrate
Complaint Review: Mobile Stop
Mobile Stop553 SW 8th Street Miami, Miami Beach, Florida USA
Mobile Stop Broke iPhone Miami, Miami Beach Florida
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This has been the most horrific experience I've had yet with a company. I purchased a LivingSocial voucher for iPhone screen repair and before I bought the voucher, I called the company to inquire on the process/guarantee and how long it would take to repair the screen on my iPhone 4S (which was less then 2 weeks old). I was told from .5 to 1 hour ad that they guaranteed the work for 30 days.
I bought the voucher and on Aug. 3rd I took the iPhone for repair to the South Beach store. I dropped of the phone in perfect working order except for the one crack on the screen and was told it would take at least 3 hours to repair because they were very busy.
I received a call about one hour later that they had a problem and couldn't fix the screen and that in the process of fixing the screen something happened to the phone and now it does not light up. After literaly arguing with me on the phone on how it wasn't their responsibility, the representative hung up on me.
I returned to the South Beach store to pick it up and when I tried turning it on because I assumed it was off, the rep told me that it was on but that it did not light up at all. I then again reiterated that I was o.k. if they had not been able to fix it but that it was unacceptable to return to me in a non-working condition. I wanted it returned in the same condition in which I droopped it off. He insisted it wasn't his fault and went on to explain what happened. All I asked for was that the phone be returned in the same condition it was before, no more, no less.
I made the analogy that it's like taking your car to the mechanic to fix a broken AC and when you go pick it up, not only is the AC not fixed but now they broke the engine. He then proceeded to tell me I was getting on his nerves and dismissed me.
I then called the 8th Street Miami office and the technician there told me to bring it to him and assured me he would fix it. I took the phone to the Miami store and waited for an hour after which time the technician comes out with the same story that it can't be fixed. I reiterated that it was their responsibility to give me my phone in the working order that it was when I dropped it off.
They ended up arguing with me as well and finally called the owner, Greg, who showed up with a very bad attitude and telling me that I brought it in because I had dropped it and it was broken to begin with. I restated that it was in perfect working condition except for the crack on the screen.
After waiting another hour, he comes back and tells me he is going to loan me a new phone because the necessary repair on mine would take until Monday. I asked what time it would be ready on Monday and he stated 11am and proceeded to give me a loaner phone.
Shortly after I left the store I realized the phone they loaned me was not only not new but quite defective and I was not able to make a phone call with it the whole time I had it, nor use the Internet. I called ATT to see if it was the service, tried syncing with iTunes, all to no avail.
On Monday morning I contacted the store to let them know the phone did not work and to inquire when mine would be ready. I was told that the phone would not be ready until Monday night and was told that I was never told it would be ready at 11am, which is a lie. THey asked me to go in so they could take a look at the loaner phone.
I took off from work and went back to the store where I brought to their attention that it was an iPhone 4 and not a 4S like mine was because it didn't have Siri. The rep told me that it wasn't a problem with the phone, that it was my SIM card and that Siri wasn't working because I hadn't turned it on and that the phone was an iPhone 4S, not a 4. She then stated she couldn't help me anyway because they didn't have any other ATT iPhones to lend me.
I then schlepped to the nearest ATT store and obtained a new SIM card but problems with using the loaner phone still continued. I then called the store to advise them that even after a new SIM card, the loaner phone did not work and was asked by one of the techs to go in again so they could take a look at it. I explained that I can't just take off of work every 20 minutes and then have to go home and return that evening to pick up my phone.
The tech then proceeded to tell me that my phone would not be ready that evening, that it had been shipped to California and would take 8 days. I explained that this was news to me and that I couldn't stay w/the broken loaner for 8 days. After much argument from with the rep/tech from the Miami store, the general manager told me to go in that they would give me a new phone just to put an end to the issue.
I promptly showed up at 3:30pm as he requested only to have to wait another half hour because the phone was charging. The "new" phone was actually a used, refurbished iPhone 4S not a new one and in white, which I didn't want because mine was black.
I then asked that he return my phone when it was fixed and I would give this one back. He stated that the tech was just kidding, that the phone was not shipped to California and that he had just said that to get me off his back.
During our conversation he also proceeded to get personal and tell me that he would never want to marry someone like me. So, I now have a used phone that G*d only knows how long it will last, have no idea if they even plan to fix my phone, much less return it.
The whole experience has been so frustrating and unnecessary, not to mention the wasted hours I spent with my 3-year-old, I might add (as I'm a working single mom) and leaves the customer, namely me, without any recourse after they broke my phone.
This report was posted on Ripoff Report on 08/07/2013 11:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Mobile-Stop/Miami-Miami-Beach-Florida-33130/Mobile-Stop-Broke-iPhone-Miami-Miami-Beach-Florida-1073846. 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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