I gave them my LG V10 to repair on 7th October 2016, Thursday. It had gone into boot loop and I was not able to fix it with factory reset so I thought I would try real professionals before giving up on my favourite phone.
After explaining to the owner that it was a Hong Kong variant of the V10 I told him that I don't put it on any hard surface because of the camera on the back, I don't want it to be scratched. He assured me that they would put it in a bubble wrap before sending it to the tech department. I was happy with that.
He gave the phone to another clerk to log it into the system and the first thing the clerk did was to put the phone down on the glass counter! I picked up the phone and reminded the owner that that's exactly what I was requesting to not do. The owner admonished the boy who put the phone on a plastic sleeve this time and that was that.
The owner quoted me £35-£45 if it turned out to be a software issue and £50-£60 if it needed hardware components. Then explained me that their minimum charge is £25 which they prefer to get in advance. When you want service you need to pay. I paid the £25 there and then without grumbling.
I asked if they would call me with updates and was told yes, but that I could also find out the current status by going to their website and clicking "Repair Tracker".
Cool. So far so good.
Next day I tried to use the repair tracker on their website. After I entered my details and the ID number that they had given me, I received an email that they had received my enquiry. No status update, then or later.
No update until Monday. Then on Monday morning I called them, and talked to the owner. The first update he gave me was that in their system it was showing "Collected by customer". When I insisted that I had not collected it, he said that they could not fix it because it was a Hong Kong model. (I had told him this myself when I handed the phone in!) He promised to call back with clear status.
He didn't.
After waiting a couple of hours I went to their shop in my lunch break and collected the phone. I didn't get any details or discussion about the problem, just a quick apology that they could not fix it and if I had paid the charges. Then he checked that I had paid and was at ease.
On my part, I was out £25 with nothing to show for it. I give them 2 out of 5 stars simply because I don't want to act like a dick otherwise there was nothing in the whole experience for me that I would count as good. There was nothing in the service that would make me recommend their shop to anyone.
Not to imply that are not professional or anything. They are. But they were more professional about their money than your problem.
After explaining to the owner that it was a Hong Kong variant of the V10 I told him that I don't put it on any hard surface because of the camera on the back, I don't want it to be scratched. He assured me that they would put it in a bubble wrap before sending it to the tech department. I was happy with that.
He gave the phone to another clerk to log it into the system and the first thing the clerk did was to put the phone down on the glass counter! I picked up the phone and reminded the owner that that's exactly what I was requesting to not do. The owner admonished the boy who put the phone on a plastic sleeve this time and that was that.
The owner quoted me £35-£45 if it turned out to be a software issue and £50-£60 if it needed hardware components. Then explained me that their minimum charge is £25 which they prefer to get in advance. When you want service you need to pay. I paid the £25 there and then without grumbling.
I asked if they would call me with updates and was told yes, but that I could also find out the current status by going to their website and clicking "Repair Tracker".
Cool. So far so good.
Next day I tried to use the repair tracker on their website. After I entered my details and the ID number that they had given me, I received an email that they had received my enquiry. No status update, then or later.
No update until Monday. Then on Monday morning I called them, and talked to the owner. The first update he gave me was that in their system it was showing "Collected by customer". When I insisted that I had not collected it, he said that they could not fix it because it was a Hong Kong model. (I had told him this myself when I handed the phone in!) He promised to call back with clear status.
He didn't.
After waiting a couple of hours I went to their shop in my lunch break and collected the phone. I didn't get any details or discussion about the problem, just a quick apology that they could not fix it and if I had paid the charges. Then he checked that I had paid and was at ease.
On my part, I was out £25 with nothing to show for it. I give them 2 out of 5 stars simply because I don't want to act like a dick otherwise there was nothing in the whole experience for me that I would count as good. There was nothing in the service that would make me recommend their shop to anyone.
Not to imply that are not professional or anything. They are. But they were more professional about their money than your problem.
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