Complaint Review: Phone Geeks Miami

I left the phone geeks miami store front very disappointed, displeased and quite frustated by the lack of customer service and the lack of understanding by the store manager. 

I needed a screen repair to my samsung galaxy S2. I visited the phone geeks on 2/14/14 and with two store workers who explained to me it would not be a problem to fix and the phone will be ready for pick before the closing of the store which is at 7pm. 

Needless to say my phone was not ready for pick up but no one called me to inform me of this I called myself at that time I found out the phone was not ready ready but was told the phone will definitely be ready for pick up the next day which was Saturday 2/15/14 by the opening of the store which is 12pm. 

I visited the store after 1pm on Saturday 2/15/14 to pick up my phone only to show up and be told the phone is not ready but will be ready by 4pm. I left the stayed in the area because it would  have been to much back and forth for me to go back home to homestead,fl to return to palmetto bay,fl at 4pm with my two children. I returned to the store front after 4pm to again be told my phone isn't ready and not only was it not ready but I found out the real problem was that the technician who was supposed to replacing the scattered glass screen damage the LCD in the process. 

Long story short they had to order a new LCD which took entirely to long to arrive because as per one of the workers at the store the wrong part was initially ordered. During this time I was given a simple loaner device which in no way compared to the current phone I had which was a huge inconvenience to me not being able to have the proper mobile access that I needed for work and person purposes not to mention having to pay a bill for services that I was unable to use for three weeks.

It became very frustrating not receiving the proper information about services being provided, not receiving the customer service that should been given and continously being given excuses and unncessary back and forth which wasn't my time and gas. I received not compensation after being told by the manager I would when the time came for me to finally pick up my phone after all the back and forth and failed promises here came another because instead providing services at no cost which was told to me I was told on 3/5/14 I need pay the $69.99 which was the original cost three weeks ago. I was amazed and taken back that the manager didn't see fit to honor his word and provide the services at no cost which was previously stated by him.

On the day of pick up I was told that only the LCD replacement would be at no cost which to me was ridiculous to say since it was the company's fault that it needed to be replaced to begin with so of course they would not charge me for that but to my understanding of the words I received from the manager when I asked "how much is all of this going to cost me?" The response was it would be at "no cost". So when I was told pay $69.99 I spoke with a store employee whom agreed with my concerns but the manager was not as understanding to what he himself had told me about not having a cost. He said he could not provide services at no cost nor could he provide a percentage off or discount although I know he could have just didn't want to. So I guess customer service and the happiness of the customers is not the phone geeks first priority. 

What really amazed me was when the company finally received the parts they needed to repair the phone on thursday evening 2/27/14 and they still didn't make it urgent to repair the phone at the time, nor the next day friday 2/28/14 nor the next few days after that. I the was repaired on 3/3/14. Which probably would not have been done at that point if my fiancee had not visited the store on 3/1/14 and voiced his concern.

I paid the cost $69.99 plus tax and left the store because I didn't feel like continuing to go back and forth about what I knew was right. It would have been proper and correct to appease a customer who waited calmly and very patiently for three weeks with something better than "I'm sorry for the inconvienence." 

Signed an unsatisfied fomer customer.