digiexpress I-pod scam repair New Kensington, Pennsylvania
Sent son's I-Touch to digiexpress to have headphone jack repaired. They sent it back in box without any protective packaging. They didn't wrap it in bubble wrap or use any packaging buffers.
Now the I-Touch volume won't work at all. It is stuck on a very low volume and has no external speakers.
Digi-express said to send it back to them. They had it for 3 months would not return calls or answer questions. Now they want me to file a complaint with the postal service claiming it was their fault.
HORRIBLE customer service!!!! Do not use under any circumstances. They did not do what they promised, lied to me, and won't stand by their service.
1 Updates & Rebuttals
JenniCole
Vandergrift,Pennsylvania,
United States of America
ENTIRELY FALSE STATMENTS!!
#2UPDATE Employee
Mon, February 21, 2011
If you want to know the entire truth about this customer's iPod Repair and what they are NOT telling you PLEASE read below, as I dealt directly with this order.
Here's what they aren't telling you!
This customer sent the iTouch in 8 months previous to have the headphone jack repaired. We repaired the device and sent it back. 8 months later, we receive an e-mail from the customer stating that the same issues were occurring with the jack. We only have a 30 day warranty on our repair service ($25) and the headphone jack, however, we will make exceptions to please our valued customers. We allowed this customer to send the iPod back in and pay NO REPAIR FEE. We notified the customer while the iPod was in for repair that the technician replaced the headphone jack, however, the iPod was not recognizing when the headphones were plugged in (this can indicate an issue with the logic board) and we asked the customer's permission to disable the external speaker. The customer gave us permission to do so. The technician disabled the speaker, tested the headphone jack (which worked fine) and we shipped it back.
Then, the customer called to say the volume would not function properly. Therefore, we then had the iPod returned for a second time, again NO REPAIR FEE. As soon as the iPod arrived, the technician brought the iPod to my attention. He opened it and before completing ANY repair on it he showed me that the sound port on the logic board had been damaged. He refused to work on the iPod because any signs of physical damage will void a warranty. Unfortunately, whatever happened to the iPod when they got it back, had damaged the sound port on the logic board. We immediately sent an e-mail to the customer to notify them that the logic board was damaged and would require the $150 logic board repair. Which, what most customers don't tell you is, WE DON'T EVEN MAKE A PROFIT FROM LOGIC BOARD REPAIRS! We outsource them to a Third Party Apple Certified Company in California who specializes in this repair and this is what they charge us. DigiExpress even pays to have these boards express shipped to and from our facility.
We sent this customer 2 e-mails before they finally called in to discuss the diagnosis. The iPod WAS NOT here for 3 months. It was here for a longer period because we were waiting FOR THE CUSTOMER TO RESPOND! We keep iPods with logic board issues on hold until we hear from the customer. After an extensive conversation with this customer (which was no easy feat...constantly talking over me and screaming about how our technicians broke the iPod) I convinced the customer that there was no way our technician caused the damage to the iPod since he would not even work on it when he saw the physical damage to the sound port, the customer then wanted to blame the shipping. I explained that we, in our 4 years of business, had NEVER received a complaint about our shipping, but that I wanted to take care of it for the customer. Not only do we DOUBLE WRAP our customer's iPods in Bubble Wrap, we also use packing peanuts to secure the iPod and our boxes are designed to be almost impossible to damage.
However, since this customer did NOT purchase package insurance, we could not file the claim. Then, the customer demanded we pay for the logic board repair! We cannot be held responsible for damage done to an iPod before it arrives at our facility! How do we know that this customer's son did not drop the iPod or expose it to some sort of damage prior to it being sent back in. The iPod worked FOR 8 MONTHS before this customer sent it back in the first time.
I simply cannot fathom how this customer could post such a negative review. Who is getting ripped off here? We never claimed it was the postal service, the customer did! We were just trying to be helpful and accommodate the customer's requests. We do NOT promise anything, so I have no idea what this person is talking about. We do NOT lie to any of our customers! We provide a great service and offer excellent warranties and customer service. Just because people do not like the outcome of a repair that simply is not cost effective, they blame our technicians for something that happened before we even saw the iPod!
Everything this customer said is entirely false. Try our service and find out why we are the NUMBER 1 choice is Apple iPod Repair!