It pains me to leave a local business a bad review, however the service I received was so poor that I feel compelled to share my experience. I broke my phone screen (unusable) on Wednesday morning (older model Samsung Galaxy A5). After calling a competitor and getting a much higher price quote for the repair, I found these guys and got a cheaper quote. When I called the shop (work phone), I was told by Kalab (owner) that the repair could be completed the following day, all that was required was a deposit for half the cost of the repair (a deposit of $63.25). He got me to read the model number on the back of my phone to ensure he ordered the correct part, and said ordering parts is typically next-day delivery so I should get the phone back tomorrow. After not hearing anything, I called and was told that when the part came in, he discovered he’d ordered the wrong part. Fair enough, I understand mistakes happen, but no apology was offered. I waited for news again, and after not hearing anything, I called and was told the new part being ordered should arrive the following Wednesday, a week after I dropped off my phone – I understand that the shop has no control over shipping times, but again, no apology was offered for the delay. After not hearing anything the next Wednesday, I called again and was told the new part they ordered was defective. Again, I understand this is not their fault, however again, no update, and no apology was offered for the delay. At this point, I was told they had the part in stock (ostensibly all this time) at their Bedford location, and they would use that to finally replace the screen. I was told it wouldn’t be ready that night, but probably Friday. I called again Friday, and was told, yes, it’ll be ready tonight and I’ll get a call. I did not get a call that it was ready, I had to call myself on Saturday morning to find out that it was ready, a full week and a half after dropping off my phone. I get to the shop, Kalab shows me my phone, and the back is shattered, again with no apology offered. I had tried to be patient throughout this process, however after waiting a week and a half, having to call myself at every step, and coming in to – surprise – pick up a phone with a shattered back and being told I would need a case for it (I have a case, but for all he knew this could have been an additional expense for me), I asked if he expected me to still pay full price for the repair. He very abruptly said that yes he did, and explained how difficult the repair was and that a shattered back was inevitable and I was lucky to get the service with that model of phone at all and I would have had the same supply issues with any competitor. OK, all fair enough, but if this shattering was a known consequence, why not tell me upfront so I knew to expect this and could have made a more informed decision? If this repair is beyond your scope, just don’t take my business at all. I said I didn’t want to argue over it and agreed to pay the full remaining amount. As poor as this service was, I would have let it go and not bothered to leave a review, had I not realized after the fact that he had actually charged me MORE than originally quoted. I paid $68 when I picked up my phone, up from the $63.25 deposit I transferred that I was told was half of the cost. But – I get that if this guy has your screen in stock for your popular model of iPhone, he can fix your broken screen quickly and cheaply, and you’ll be happy. Anyway, my screen works now. EDIT – RESPONSE: Review is about poor customer service, did not argue cost and paid. No updates, unapologetic, rude, not upfront about damage. Called, confirmed model # via phone after no email response.
Brought here a phone to fix after a big crash. Initial diagnostic was “it’s the screen”. Time to fix was two days. We came back to pick up the phone, seemed ok and trusted the guy in general terms. Turns out the phone was not properly sealed and now the speaker was not working well. Went back, explained the situation and expected a call next day. Nothing, needed to call again for any update and now they said: “it’s not out fault your speaker is damaged” If I go to an specialist with a problem, I expect the specialist to go in detail in what needs to be fixed. If, as the specialist, the screen was the first step and then you check for other issues, DO IT! Charge me for a real repair, no matter the cost, but don’t wait until I find out details, then go and wait another 2 days, and then another 2 days, and on and on…. for a full service… But nope, they told me the service was perfect for the screen… Well yeah, the screen is awesome but you never checked the device in detail for major problems. On the phone and in person they had cero empathy or professionalism. Words like: “you picked the phone, you should check if is fine” like now its your problem , or “you’re talking foolishness” is not what you tell to a customer. BTW we never went personal on the guy, we never yelled. You guys are supposed to be the professionals, not us. They said they have no policy of refund, we even offered back the new screen or any work done, never tried to go away with a free service, NEVER. At that point, we just wanted to leave. I’ll take my measures next time with any device “repair” centre. BTW 2: If you have an Android, apparently that’s your first mistake, any “good” or “easy” fix is from iPhones. Be aware. The photo is from Tuesday Nov 16, 2021, when we first found out it was not properly sealed.
Do not trust this guy with your phone!!
I took my Android to this place because it took a fall and the screen broke, when i got there he said “it’s just the screen” and said he would fix it within 2 days, it was a Thursday; on Monday I called him because he never reached out and made us wait another day, so on Tuesday we go to pick it up, then we realize the back of the phone comes off, it was not glued to the actual phone, and the speaker doesn’t work. After going back, he said it was our fault (which he said multiple times) because we didn’t realize it was badly put together before leaving the store, we should have noticed it before leaving, and it would take another 3 days to fix, upon picking it up again, we realize the fingerprint scanner does not work either (because the back kept coming off).
Now, 2 weeks after the issue and refusing to give us a refund even if his website says: no fix no charge, the screen doesn’t work again!
He fixed the screen, worked for a while, messed up the back lid, the scanner doesn’t work and the microphone is busted
He was rude, he never reached out to us, we had to keep on calling him and was overall bad costumer service, he didn’t even charge my phone to give it back to me
