Keller Computer Care

"Ms. [Member Name Removed], I've called the 3 phone numbers that were left and have been unable to get a hold of you. I've only been getting your voicemail box. I've left multiple voicemails requesting a call back to my personal cellphone to discuss this issue. As I talked to you yesterday, the mid frame can occasionally be damaged on android phones like this during the glass/lcd removal process. Unfortunately the manufacturers of these devices are trying to make the devices unrepairable and force you to buy another phone should you try to repair it. While often we do not need an additional part, in your case it did. I brought up the damage to the midframe when you picked it up and told you that the part would be an additional $25 but told you that you could lock/shutoff phone with on screen buttons instead if you didn't want to spend the $25. You said you would try it out and left. This morning you called and said you were unhappy with this situation with my tech and wanted us to replace the part at our cost. I immediately ordered the part but then I also decided to go ahead and replace your phone after talking with Reba. I failed to update the ticket (due to my situation noted below) but both have already been ordered. Reba said she felt like she should have warned you regarding the midframe but failed to do so even though you signed our disclosure document that discusses this situation. I wish we could have solved this yesterday when you were in store but I made the assumption you read our disclosure document that points out this midframe/backcover scenario so I assumed you were aware of what can happen. Our disclosure document that you sign at drop goes over literally every possible outcome (including this situation). I also ask my techs to try to point out possible situations where a customer might face so the customer completely understand the risks and possible additional costs but sometimes this can be difficult to know up front. Due to your previous business with us and feeling that our technician should have verbally warned you about this risk I am replacing your phone (same model/size/carrier/color) (and ordered with expedited shipping). As my techs indicated, I'm usually in the field and sometimes it takes me a bit to get back to them but in this case I was at the hospital with my wife (she has a incompetent cervix which means sometimes we have to run to the hospital at a moments notice to stop preterm labor). I had not notified them this morning that I was at the hospital. While I understand this isn't your problem, I was not blowing you or this situation off as your phone repair is important to me and my employees. Once the new phone comes in I will call you and let you know and you can pick it up. Thanks again for your business. UPDATE: customer picked up new phone from our shop and we consider this issue resolved at this point. Mike Owner"

"The person in question was terminated and no longer works at the shop since February 2014. We have also purchase new software to help better inform customers via email and text. We have also coached our staff on trying to set realistic expectations on repairs. Thanks again for your feedback and we hope to work with you in the future!"

"Thank you for your review. I'm glad we were able to help you!"