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Report: #556683

Complaint Review: DigiExpress - Internet New Kensington, Pennsylvania

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  • Reported By: anonymous — De Forest Wisconsin United States of America
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  • DigiExpress 122 Kerr Rd. Bldg 1 Suite 100 Internet New Kensington,, Pennsylvania United States of America

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After watching the YouTube video that they had published, I purchased a battery for my Nano iPod 4th generation from digiexpress. the tools they sent were plastic and not functional for the process and in no way resembled the tools used in the video. I followed the video for dismantling the ipod but just as i got to the battery the video ended leaving no further instructions. Because the video is adequate to this point I had no reason to doubt that they would leave me hanging. Unfortunately that is just what they did. The battery was soldered in place. Being very familiar with soldering from my background, this did not deter me but I am certain it has left others in shock and disblief.


I desoldered the old and resoldered the new, simplest part so far. I reassembled the ipod but forgot to reattach the click wheel connector. rather than disassemble the fragile parts again, I boxed it up, paid the $25 repair fee and sent it to digiexpress.


a week later I received an email telling me that I needed a new LCD, Click Wheel and BATTERY!! when I informed them that none of these items were broken when I sent it in, and I had just purchsed the battery from them, they told me that I damaged them all including the battery  when soldering it. This could not be farther from the truth. They wanted $75 for parts or would send it in pieces back to me. Stupidly I paid the $75 by using the link included in the email from them (the one I was instructed to use). Two weeks went by and I requested an update (did I mention that I tried calling their "customer support" number and it was no longer in service?). Their response was that it was on hold pending payment. I checked my account and the funds had been deducted the day after I sent them. When I told them that, they simply said "we have no record of payment. Your repair will remain on hold until we recieve payment". Luckily I had used PayPal and opened a dispute. Digiexpress was then quick to find my payment and boldly blamed the snaffu on ME because the name on the credit card I had paid with was different from the name on the repair. Hmmm...never had any form of payment denied by any company in the past no matter the name on the card. But I digress.


I closed the PayPal dispute which released the funds and waited another week. Requested an update and was again told it was "on hold pending payment"! By the time I could respond i received notice that it had shipped. That was 8 days ago and I still have not recieved it. I will post an update once I do and let you know if it works. I am assuming that they will have deleted all my music files.


I attempted to post a comment on the YouTube video regarding the fact that the battery is soldered in place but they apparently have blocked my Ip address. That's ok. I used someone else's. Oh - and they posted a rebuttle within minutes!! My guess is that their reputation is getting so bad they pay someone full time to watch the web for leaking truths. I am so glad to have found your site!!!

This report was posted on Ripoff Report on 01/19/2010 09:52 AM and is a permanent record located here: https://www.ripoffreport.com/reports/digiexpress/internet-new-kensington-pennsylvania-/digiexpress-fraudulent-advertising-and-repairs-internet-new-kensington-pennsylvania-556683. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
2Consumer
0Employee/Owner

#2 UPDATE Employee

IF YOU LACK THE SKILLS TO REPAIR A DELICATE ELECTRONIC, DON'T ATTEMPT IT AND BLAME DIGIEXPRESS!

AUTHOR: JenniCole - (United States of America)

POSTED: Sunday, February 20, 2011

I have been employed at DigiExpress for quite some time and I have to say that I am a bit disgusted by this customer's review, as not only is it filled with lies, but also lacks important information.

First of all, we notify all of our customer's that all Nano models require soldering during a battery installation, so if she didn't know it required this task, it was not from lack of communication on our part. Also, the tools we provide for repairs are NOT plastic, they are vinyl and all repair companies provide the same tools as we do. The only tool that is not provided to customers for free that is in the video is the metal opening tool that is RESERVED for SKILLED technicians, as it can cause further damage if you are not familiar with iPod repair. We do sell it on our website, so if this customer really wanted every tool, she had access to receive one.

THE BIGGEST LIE she claims is that we would send the iPod back in pieces if she did not pay for the repair. WE WOULD NEVER say this to a customer!! If a customer would decline any repair, our technicians re-assemble the iPod and send it back. Why would a professional repair company with a great reputation try to blackmail a customer into a repair!? We simply did our jobs, by providing her with a professional diagnosis of her destroyed iPod (which she did during her repair attempt).

Our customer service number (1-800-440-4693) has never been out of service!! It makes me laugh how she could claim such a bold statement then two sentences later say that she talked to one of our representatives about her payment. I guess sometimes when you tell one lie after another, they tend to catch up with you.

And her payment was NOT DENIED. She paid using a card with a different name than what was on her order. If she would have notified us of her order number and information when she made the payment, we would have processed it immediately. And she "assumed we would delete all her music files..." We NEVER delete anyone's music files unless it is required during a repair and we always ask the customer's permission prior to performing it.

As you can see, she never posted an update about the receipt of her iPod, which just tells me that we repaired it and she was happy with the outcome. We cannot be held responsible for parts that were damaged by a self-repair attempt. This also tells me that this customer was not as experienced as she claimed. We provided this customer with a repair service and we fixed the damages she created. The payment was never denied, if she would have followed through and paid for her parts correctly, the delay would have never happened.

All of the testimonials you read on our website are submitted by real customers via e-mail or letters, none are solicited or self-written. As an employee of DigiExpress in sales and customer service, we please thousands of customers and I am very proud to be part of such a great company.

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#1 UPDATE Employee

Customer made the mistakes, not our company!

AUTHOR: Mike - (USA)

POSTED: Thursday, March 04, 2010

Not to be biased, but we did exactly what we were supposed to, unfortunately the customer did not.

First of all, she used her married name for her order, but paid using her maiden name, so there was no way for us to track her payment since she didn't note that on her order. We didn't deny the payment, we simply could not track it because it didn't have the correct name.

Second, she damaged components during her install and since she couldn't get it back together, she didn't know that she damaged them. Our technicians do not know the story behind each repair, they simply test the components and fix the iPod. They would have no reason to lie about the repair because they get paid the same amount no matter whether the iPod needs just a battery or every part replaced. They have no incentive to add parts to an order.

Third, our installation videos are available as a courtesy to our customers. There are many other videos available and we encourage watching as many as necessary so that you are very familiar with the process. In addition, no one should attempt an installation without first watching the video in its entirety. That way they will be able to tell if the installation is above their skill level. If she would have watched the video in its entirety, she would have known that the battery needs to be soldered in.

We only charge a $25 technicians fee to repair any iPod, so if a customer is not capable to install the parts they purchased they are much better off paying the small installation fee and saving their iPod from certain disaster.

Our videos are among the best on the net, as shown by the user ratings, but no matter how good a video is, if you do not have the skills to complete the installation, then you should not attempt it.

It is unfortunate that this customer had a bad experience with our company, however we are proud of the service we provide and continue to repair 1000s of iPods per month with excellent results. Our testimonials on our website are sent to us without solicitation, and show why we are the #1 iPod repair center in the country.

Call us and find out for yourself. 1-800-440-4693

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