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

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.

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!

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.

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!

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.

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

10/29/09