CPR Cell Phone Repair Jackson

4800 Interstate 55 Frontage Rd, Jackson, MS, 39211

2017-10-02

★★★★ ★★★★★

I was extremely satisfied with the actual work done--the replacement of my screen on the iPhone SE. It works great. I would come again to get a technical issue resolved. I was not at all satisfied and a bit dissatisfied with the process behind the estimate / diagnosis of the phone's issue process. About me: I come from a undergraduate background of engineering and graduate study business. I am very detail oriented. The diagnosis / registration for service issue: I came in and explained that I had gotten my phone screen replaced two weeks prior by another third party while on vacation outside of Mississippi. I explained that I was very surprised it had randomly stopped working the day before while using it in my car, possibly after it had soft impact while falling onto the floor of my vehicle while driving. I explained that I thought a component might be lose causing the screen not to be on. My phone was taken to the back briefly and then I was told that it could be a "Screen or battery issue, and that one of them may have to be replaced." My phone at the time was on, and I had my volume on loud, and when pressing the home and lock buttons, could hear the sound of a "screenshot" being taken--in other words, the phone was still on and the battery was working fine. This made the "it could be battery or screen" comment seem like a very generic, one-size fits all diagnosis comment and that there was a lack of attention to detail into actually looking at my phone initially. This did not bother me too much, because I understand that the technician had probably not looked at the phone in detail yet--I did note it, however. We proceeded with the workup, and I explained that I am the type who does not care for needless waste, and am the type of person who will call a TV technician to come replace a part instead of throwing a TV away for a new TV. I told the person writing up the estimate that if it was possible to fix a component that was lose, this course of action would be preferable to me, and that of course I would protect the time of technician to do this. I was told that if this ended up being the case, it would be $35. The estimate was completed. When I got to my car and read over the work up and the receipt to use to come back to pick up the phone, it stated: "Customer OK with phone screen / battery replacement," etc. In addition, it was already written up as a screen replacement for 69.95 + tax. There were no notes on there to check if a component was lose, or noting the history of the phone--that the screen had been replaced only 2 weeks prior--or no notes that instructed the technician to attempt to determine if there was component lose and to fix prior to screen replacement. From my perspective, the write up communicated to me that the phone screen was simply going to be replaced independent of the actual issue. I assumed it was going to be replaced because I would think it is easier to simply replace a screen--and if a technician sees in the notes that the customer is already okay with screen replacement, there is no incentive to actually determine what was the root cause of the issue (which is something I communicated I really wanted to know) when the screen can simply be replaced. It did not give me any confidence that the phone was going to be looked over. This could simply be due to an ignorance / lack of understanding of your processes, so if you could provide some clarity, that would be great. I understand the idea of setting the correct expectations, and that it is better for an estimate to state screen replacement, than $35 for time to fix a component. Again, my feedback is that because he request for the other approach was not notated at all in the estimate I had no confidence that approach was going to be initially taken. Lastly, when I went to pick up my phone, it was given to me by a different person, who did not know the issue to begin with at all-- he said "Well the good news is you did not have to have your battery replaced!" (Well of course, the battery was always working). I assumed he also wasn't the technician who fixed the issue, and when I asked more details for what ended up causing the screen to fail he did not know. I'm sure for someone who is not technically knowledgeable, the battery not needing to be replaced comment would have been a relief--for me it just appeared as unclear communication between the written up estimate, the technician, and the person who gave my phone back to me. I understand the business model of replace first, and I understand that if a component had come lose and that this had been the fix, from your position and business perspective it makes it difficult to guarantee the work--however, I would have appreciated a little more attention to detail and explanation to me of what caused the other new screen to fail. As it occurred, the business interaction was very transactional, and the lack of clarity around the technical details reminded me of a cold, not very technically sound, replace, replace Apple store. To me, the competitive advantage of a CPR is that you are bright guys who can take a little more time to really understand your customer (getting your car fixed at the dealership vs. a really good indy shop). My interactions with the staff were all very professional and enjoyable. Lastly, I wanted to be clear that my intention here was to provide in-depth feedback in support of your local business. I am of the mindset that we can all be continuously improving, and as a business owner, feedback can be quite valuable. If only 1% of what I have written above has value to you, I feel as if I have done my job. Should I have any issues with any phones in the future, I will not hesitate to use CPR again. Respectfully, Julio C. Cespedes, Jr.