Such amazing? customer service it's funny.

[Taysby]

My conversation with repairs universe to try and get at least something for my ipad screen that broke due to their defects.  That have amazing listening skills. 

Chat Content:

Live Chat Support: Welcome to our real-time support chat. How can I help you today?

Taylor Crosby: I recently bought a screen for an ipad mini first gen. The first 2 attempts, the sticky did not work at all. Attempting it for a 3rd time, a corner broke off trying to remove the sticky (i was holding it against a flat surface) then a couple days later, it cracked from the cold. Also in that attempted repair, the home button got screwed up because the parts got stuck on the sticky. I would like my money back, a new screen sent with good sticky, you to pay for someone to do it for me, or for me to send it to you to fix at no cost to me. Can we work something out?

Live Chat Support: Hello, how are you?   It's obvious that i'm frustrated but they ask it anyway because they didn't read what I wrote

Taylor Crosby: Obviously frustrated.

Live Chat Support: I'm very sorry to hear about what has happened to your item.
Unfortunately it is not covered under warranty due to the physical damage sustained.

Taylor Crosby: So you are telling me that i'm responsible for it because the sticky tape you provided was not strong enough to hold it down?
I was simply doing my best to try and make it work

Live Chat Support: I'm very sorry to hear about the item but because it is physically damaged we are unable to exchange it or cover the damages.

Taylor Crosby: It only got damaged because I received faulty product in the first place. I was doing my best to avoid damaging it. I can only do so much with the instructions that you provide. "put the sticky on. press down. done"
And the crack wasn't even from me. It was from 40 degree temperatures.

Live Chat Support: Again, I am sorry to inform you that because it is physically damaged we are unable to cover the expenses or provide an exchange unit. I am very sorry.   this is not helping, I want some answers as to why they can't but they aren't giving me anything

Taylor Crosby: I am simply failing to see how this is somehow my fault and thus not covered by warranty.
Could we work out a partial refund?  going for a compromise sounds reasonable

Live Chat Support: Due to the physical damage that this item has sustained we cannot cover the item or exchange it.  then they completely ignore what I just said

Taylor Crosby: Since Repairs Universe cannot control the manner in which the parts it sells are used after their sale, we are not responsible for any consequential or incidental damages. The warranty provided does not apply to a part if damaged by improper use, abuse, neglect, careless handling, or improper installation. Sounds like the warranty should cover it just fine considering I installed it properly, your parts failed, I tried again, it failed again, I tried a third time and one piece was stuck a little too good on the glass.
And don't just say that since it was damaged you can't replace it.   NOTICE THIS LINE

Live Chat Support: I'm sorry but the item is physically damaged, therefore it cannot be exchanged or replaced. If you would like you can send your inquiry to customerservice@repairsuniverse.com  they ignored that line

Taylor Crosby: So you are ignoring your own warranty? Also, what if I just want my money back. That isn't replacing or exchanging.

Live Chat Support: because the item is physically damaged it cannot be exchanged or expenses covered.  and they proceed to ignore their warranty

Taylor Crosby: I did not see anywhere in the warranty where it said if it's damaged at all it cannot be replaced. Just if it got damaged due to improper use.

Live Chat Support: If you would like you can email customerservice@repairsuniverse.com  they refuse to acknowledge the section of their own warranty that I provided to them

Taylor Crosby: So you are ignoring my point?
And I did just send an email. NOTICE THIS LINE

Live Chat Support: Again, due to the physical damage to the device there is not much more I can do. You are more than welcome to email us at customerservice@repairsuniverse.com  they actually hit enter on this the same time I did, so the email gets a pass, yet they do not provide any reason as to why they are unable to help me out at all

Taylor Crosby: Why though? There is nothing in the warranty that says that. It says if it's damaged by IMPROPER USE then it's not covered. I was not using it improperly.
If it were to arrive broken in the mail would you not replace it?
If you were to ship it damaged, would you not replace it?

Live Chat Support: I'm sorry but the item is physically damaged, therefore it cannot be exchanged or replaced.so apparently if it even leaves their warehouse broken they still won't replace it

Taylor Crosby: You realize you are just making me more frustrated by ignoring your own warranty, right?
Just pulling an excuse out of nowhere and calling it the warranty.

Live Chat Support: I am sorry. I recommend you send us an email at customerservice@repairsuniverse.com as they might be able to assist you further.  they didn't read what I sent them

Taylor Crosby: I did. But apparently you don't read what I type.
I told you earlier that I did, but you keep telling me to email them. Wonderful listening skills you've got there.

Live Chat Support: It doesn't seem that I can assist you any further. For any other inquiries please email us. Thank you for your time.  then they immediately ended the conversation



These guys are (so far) scumbags.  I wonder what will come of my email?...

[Popper23345]

I'm sorry, I can not reply on this thread due to the warranty that I am under, please email customerservicesucks@gmail.com or for more information, tell everyone that customer service sucks

Seriously though, I would go to their store, ask for the manager (or someone of the High and Almighty power of the store) and show them this conversation

Btw. Why the iPad mini?

[LinkCelestrial]

I honestly can't believe that's a real person...sounds like a bot...

[MuggyWuggy]

This is why I prefer to call places for customer service.

[Distriimuir]

Almost positive that was a bot, that's why they didn't actually answer your issues. It follows word recognition, and spews lines back. It noticed you were repeating yourself so it gave you a email to get a real person, or to just tell you off without dealing with you personally.

[Distriimuir]

It waits for you to respond, then it does. Coded to respond if you haven't in a while, hence the you sending a message right as they were thing. I have a family member that use to code these programs specifically for "customer service" lines, specially the online text ones.

[Gorzo]

Yeah,  it does seem... Bot-like. Just look at how the responses all use the exact same word patterns. A human being wouldn't use the exact same series of words repeatedly like that, they would change the phrasing around to avoid repetition and try to clarify him/herself.

This is why I prefer to call places for customer service.

There wasn't a phone number...

There's always a phone number. Any legitimate business will have a phone number to reach them, you just need to look in the right place. Google, phone book, on your invoice from the shipment... It's there somewhere.

Calling is definitely the way to go, even if you have to deal with phone bots and stupid people before getting to someone who actually listens to you. Yeah, I'm still having nightmares from my recent "adventures" with time warner cable.

[Dstyle1]

Isn't this why you buy the apple care for $100?

[MuggyWuggy]

From what I read, it sounded like it only applies if "damaged by improper use, abuse, neglect, careless handling, or improper installation".

Regardless, their warranty and customer service sucks so don't buy from them.

They sent me an email yesterday saying they'll give me a discount on a new one if I remove my bad reviews.  We'll see how good of a discount they plan on.   If I get it for around $15 then sure.  If it's just like 5 or 10 off, heck no.

Your opinion and truth can be bought for $15

A company just royally ducked you and you consider removing your scathing review for $15?

So you'll spend twice the amount to repair your glass from a company that says if its broken via shipping its on you?

Just consider that

[MuggyWuggy]

Isn't this why you buy the apple care for $100?

This deserves like 20 karma

[MuggyWuggy]

Isn't this why you buy the apple care for $100?

It would have expired by now.

That's why you keep it covered. You can literally go smash your device and they will cover it

[Popper23345]

Good things come to those who wait

[MuggyWuggy]

That's what she said