GB
Gert B
1 reviews | Active since Nov 2009
05 May 2020, 09:50
Palming off broken phone
Personally delivered my device early March and was convinced the device was beyond repair. Technicians assessment was that it should be an easy repair. Was advised the repair was done and payment was requested, device was then personally brought to my house by a technician mid April. When i received the Device i noticed that the new casing was warped and that the device was not functioning 100%. I asked the technician if he was aware of this and he acknowledged but then told me that he only needed me to reset the phone in order for them to access the device? Its now Early May and the latest report from Platinum repairs is that the device is beyond repair.
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Platinum Repairs's replyOfficial
05 May 2020, 10:05Dear Gerrien/Louise, I spoke to the team and wanted to give some feedback here, considering your public remarks.
It does not benefit us in any way to try repair a device that is clearly not repairable. We lose the parts used, the time put in by the technicians, the delivery fees, and the admin labour put in. It is a real loss to our company. We don't earn a cent from that. There is no benefit at all.
The delay in the repair was due to the CODIV-19 shipping restrictions, which we informed you about. You confirmed that you had a spare phone.
Your iPhone XR repair was a straight forward casing and screen replacement, which we do all the time. We need the passcode to test the functions after the repair. You did not want to give us the passcode (which we understand completely) - but then we need your understanding that we cannot test the phone properly without it - and if anything didn't work once unlocked, that we would sort it out for you.
We could not know that Face ID had been damaged without unlocking the device. It is uncommon for Face ID to be damaged when a phone is dropped - but it is something we test after every repair. If Face ID is damaged, it can be due to a software issue (which we tried to fix at the workshop) or it can be due to physical damage, which was the case with your iPhone XR. This is the reason the phone was determined to be BER in the end. This could only be determined after unlocking the phone.
I apologise that our service did not meet your expectations.
Kind regards,
Brad
It does not benefit us in any way to try repair a device that is clearly not repairable. We lose the parts used, the time put in by the technicians, the delivery fees, and the admin labour put in. It is a real loss to our company. We don't earn a cent from that. There is no benefit at all.
The delay in the repair was due to the CODIV-19 shipping restrictions, which we informed you about. You confirmed that you had a spare phone.
Your iPhone XR repair was a straight forward casing and screen replacement, which we do all the time. We need the passcode to test the functions after the repair. You did not want to give us the passcode (which we understand completely) - but then we need your understanding that we cannot test the phone properly without it - and if anything didn't work once unlocked, that we would sort it out for you.
We could not know that Face ID had been damaged without unlocking the device. It is uncommon for Face ID to be damaged when a phone is dropped - but it is something we test after every repair. If Face ID is damaged, it can be due to a software issue (which we tried to fix at the workshop) or it can be due to physical damage, which was the case with your iPhone XR. This is the reason the phone was determined to be BER in the end. This could only be determined after unlocking the phone.
I apologise that our service did not meet your expectations.
Kind regards,
Brad
Platinum Repairs's reply05 May 2020, 10:05
Official
Dear Gerrien/Louise, I spoke to the team and wanted to give some feedback here, considering your public remarks.
It does not benefit us in any way to try repair a device that is clearly not repairable. We lose the parts used, the time put in by the technicians, the delivery fees, and the admin labour put in. It is a real loss to our company. We don't earn a cent from that. There is no benefit at all.
The delay in the repair was due to the CODIV-19 shipping restrictions, which we informed you about. You confirmed that you had a spare phone.
Your iPhone XR repair was a straight forward casing and screen replacement, which we do all the time. We need the passcode to test the functions after the repair. You did not want to give us the passcode (which we understand completely) - but then we need your understanding that we cannot test the phone properly without it - and if anything didn't work once unlocked, that we would sort it out for you.
We could not know that Face ID had been damaged without unlocking the device. It is uncommon for Face ID to be damaged when a phone is dropped - but it is something we test after every repair. If Face ID is damaged, it can be due to a software issue (which we tried to fix at the workshop) or it can be due to physical damage, which was the case with your iPhone XR. This is the reason the phone was determined to be BER in the end. This could only be determined after unlocking the phone.
I apologise that our service did not meet your expectations.
Kind regards,
Brad
It does not benefit us in any way to try repair a device that is clearly not repairable. We lose the parts used, the time put in by the technicians, the delivery fees, and the admin labour put in. It is a real loss to our company. We don't earn a cent from that. There is no benefit at all.
The delay in the repair was due to the CODIV-19 shipping restrictions, which we informed you about. You confirmed that you had a spare phone.
Your iPhone XR repair was a straight forward casing and screen replacement, which we do all the time. We need the passcode to test the functions after the repair. You did not want to give us the passcode (which we understand completely) - but then we need your understanding that we cannot test the phone properly without it - and if anything didn't work once unlocked, that we would sort it out for you.
We could not know that Face ID had been damaged without unlocking the device. It is uncommon for Face ID to be damaged when a phone is dropped - but it is something we test after every repair. If Face ID is damaged, it can be due to a software issue (which we tried to fix at the workshop) or it can be due to physical damage, which was the case with your iPhone XR. This is the reason the phone was determined to be BER in the end. This could only be determined after unlocking the phone.
I apologise that our service did not meet your expectations.
Kind regards,
Brad