Digiexpress digiexpress.us DigiExpress.us broke my daughter's iPod; she will never forgive me for sending it to DigiExpress New Kensington, Pennsylvania

When this customer sent in his 2 iPod 3rd Generation Nanos, he sent them in as an "order" (which means he ordered 2 batteries and 2 installation services) and our professional technicians installed the 2 batteries as he requested. We always have a slight delay in the months after Christmas and we notify our customers of the delay both via e-mail and verbally. We received the iPods on Dec. 29. They were shipped on January 10 (which is not 3 weeks).

We are also here to answer the phones and service our customers from 9 a.m. to 10 p.m. 7 days a week. After the repair, one of his iPods worked great and unfortunately the second did not. This tells us that his daughter's iPod had a logic board problem. Logic board issues can occur to ANY electronic device, especially an old one (a Nano 3 is by no means a new iPod) and logic board issues can happen from falls, drops, moisture exposure, temperature exposures, or defects on the board.

As of the iPod returning completely dead, we explained the following to him: Once a repair has been attempted on an iPod with a logic board issue the iPod may; continue to function as it did before the repair, function intermittently or it may not function at all. THIS IS NOT DUE TO THE REPAIR, BUT DUE TO THE NATURE OF THE PROBLEM.

DigiExpress CANNOT be held liable for a problem that happened BEFORE arriving at our facility. Our technicians DID NOT destroy his daughter's iPod. If our technicians were so terrible, did he forget to mention that we FIXED his other iPod. If his daughter was that devastated, give her the one that was repaired. Also this customer claims the iPod was holding a charge 5 to 6 hours before he sent it in....when the iPod was here for repair he claimed it was only lasting an hour.

We pride ourselves on treating our customers with the respect and attention they deserve, and providing them with a cost effective alternative to replacing their device. Our management team attempted to resolve this customer's frustration to the best of their ability. Our manager would not give this customer a brand new Nano 3, which is what he wanted, because an iPod with a logic board problem has no monetary value unless it is repaired and it is not cost effective to replace the logic board in a Nano. We were merely being honest.

How can we be a scam when we fixed this customer's 1 Nano that was able to be fixed and we refunded him for the cost of the battery on the other one. The $25 repair service fee is our labor fee and like ALL OTHER repair companies labor fees are not refundable. $25 is not a lot to pay a technician for the hours they spend repairing a single iPod. Just to give you an idea of the difficulty of this repair: A Nano 3's battery requires soldering, it also requires a brand new back plate to be installed because with a Nano 3 when the old back plate is removed, the clips break.

The definition of a scam is taking someone's money WITHOUT providing them with a service. We provided this customer with the service he requested and paid for. Since his daughter's Nano had a logic board issue, we then refunded him for a battery we installed and gave him 2 new back plates for free (we usually charge $9.99 for each new back plate for a Nano 3). And as far as him receiving the one Nano "Completely Dead" this can occur when an iPod has a main board issue due to the nature of the problem. When an iPod has corrosion on the logic board and the connections are broken during a repair, it will either cease to function immediately or eventually cease to function. So, as you can see, we did not break his daughter's iPod. It arrived at our facility with a logic board issue, which was later discovered during the repair. Logic Board issues can present themselves in the form of a dying battery.

This customer simply did not like the outcome of one of his repairs, so he blamed our technicians for breaking his daughter's iPod, tried to make our manager buy him a new one by threatening slander, we returned to him one repaired iPod and a refund for another and we still get slammed by the customer....oh well....guess you can't please everyone.