Westrock Battery Westrock Wireless Classic bait and switch tactic. Followed by emotional intimidation. Winnipeg, Alberta Canada

Dropped the phone off at 9am and was told that i could pick it up at 1pm at the latest. I did not take the phone apart before dropping it off, i only researched how long it would take, about 15min to get the phone apart ( i did not take the phone apart). My phone is currently at another repair store in edmonton (Your Mobile). Where they have already got it charging just had to replace the charge port with a brand new one (not one taken from a broken phone). I was quoted $30 for labour and 15 for the charge port. They also were able to get the case back together and gave me a new sim tray free of charge.  I will be picking my phone up at 2pm the time i was quoted.

Also to note about Westrock Wireless, the store is in disarray and they will take your money even if they lie to you about the turn around time and do not do anything to your product. 

It is easy to tell when people are lying, when they have to right an whole essay just to say three things.

The customer dropped this phone off with my staff yesterday morning (August 2nd, 2011), requesting that we replace the phone's charge port. He was advised that we would look at it around noon. I had previously quoted him $59.50 ($24.50 for the part plus $35 labour plus tax) for the repair and an approximate repair time estimate of 4 hours via email. Apparently he took my employees time estimate to mean the phone would be ready at noon as while working on his phone I received an email (12:30 PM) asking if it was ready. I informed him that timeframe was not realistic and asked him where he got the idea it would be ready at noon, to which he replied my employee had told him that when he dropped it off (which was false - we do not quote exact repair times prior to inspecting the phone).

During the process of installing the new charge port I discovered his phone had been subjected to liquid damage, likely through the charge port as it's pins and the phones main board at the battery connector were covered in green corrosion. After cleaning up the visible corrosion and installing the new charge port I attempted to charge the phone, only to discover it still would not charge! I immediately emailed the customer advising him there was more wrong with his phone than he thought and further testing was required. He replied by asking if the repair would still cost $45 (which was strange since he was quoted $59.50). I advised him the phone could require a new battery ($50) or possibly an ultrasonic cleaning to repair the liquid damage ($15 - takes 2 days), he responded that he wouldn't leave the phone for 2 days.

Shortly thereafter (around 3:30 PM) he showed up and instructed me to stop the repair and return the phone to him. I advised him the $35 labour cost would still apply as we already worked on it for 2 hours and that it would take another 45 minutes to remove our charge port and reinstall his.

45 minutes later he picked up the phone, paid his bill, complaining about the length of time the repair took and that he was promised it would be ready at noon (which as stated earlier never happened). Obviously with the additional unmentioned Liquid damage problems, the timeframe and costs could change.

I take offense to the claim that this was a "bait and switch", i did my job honestly and proffessionally, he chose to stop me from completeing the repair, i would have gotten that phone working, possibly for less money ($50) than was originally quoted. The customer chose not to allow me to complete the job, keep in mind he was the one who misdiagnosed what was wrong with his phone (he stated he previously took it apart and the back frame was separated from the bezel indicating he did it incorrectly which also made it difficult to reassemble the phone).

The phone was assembled correctly, it is true I forgot to reinsert his sim card tray (this is the first I heard about it, no call or email from the customer), I will gladly mail it out at my expense with my apologies, normally during final testing that oversight would be caught, however with the job being interrupted, that was never done.

I don't understand the "emotional intimidation" statement he made, nobody raised their voice, I'm a big guy but was seated during most of my interaction with him. A girl who accompanied him was complaining (to him) quite loudly about having to wait 45 minutes, perhaps that was what emotionally bothered him?

In Summary:

Customers phone had more wrong with it than he indicated, customer did not allow me to fix the problem, phone was returned correctly assembled but missing sim card tray, customer was charged less than originally quoted and only paid for labour service provided.

I have a copy of all email correspondence and invoice if needed.