Xander
1/5
I took my Google Pixel 7 Pro in to get a cracked screen/cracked back glass replacement. This ended up costing me a little under $600!! Still, the phone was relatively new at this point and I just wanted my phone to be in new condition again and regretfully paid it. They were initially extremely nice and willing to help. I had gotten my Pixel 4 XL fixed by them in the past and it was a great experience. However, this time, it was a totally different story. I was told that I could have the screen replaced with the under-the-screen fingerprint sensor still working for an additional charge vs. no fingerprint sensor. I chose to pay extra to keep the fingerprint sensor working. I got my phone back for the first time, and the screen looked great at first but the fingerprint sensor still didn't work. back glass still was not repaired because we were waiting on a part. I was told I would get a call when the part arrived. The call came and so I took it in to get the back glass replaced. I come back a couple hours later and they had CRACKED the NEW back glass! And they (LITERALLY) put a BAND-AID over the crack!!! I was willing to look past this as they had volunteered to throw back $50 and replace the part once the new back glass came in. Very soon after taking it home the screen developed dead pixels! I wait to say something as I am taking it back to replace the back glass (again) anyway, right? Well, I wait 2 months to "hear something" from them when the NEW back glass comes in. Never heard anything. Turns out they had e-mailed me a singular time and it went straight to my spam folder. Seriously? No call, no text? I had called multiple times but they are TERRIBLE at answering the phone. Either way, I show up and they act friendly again and they are willing to give me the back glass. I tell them the problems with the dead pixels on the screen and that the fingerprint sensor still isn't working. The guy (the manager) has the nerve to call it my fault and says he can't do anything about it. At this point he was just flat out refusing to fix the screen as I had paid (again, OVER $500) to do. So I asked that he please replace the back glass. I come back a couple hours later and... yup, the back glass had been replaced. But there is glue underneath the back glass. Not even a small amount, like a lot to where it ruins the appearance of the phone. I am furious. I ask for the refund he had promised. He LITERALLY says that I am MAKING THIS UP!! I pressed on and he threw me $50 on the way out. Well I NEED my phone fixed and/or NEED my money back. As of right now I am out all of my money and my phone still has a damaged screen, fingerprint sensor does not work, and my back glass needs properly put on.
I am very sorry for the book but this has been the most frustrating customer experience I've ever had. I literally just feel scammed. I have worked in customer service since my very first job, and still to this day. And I have never treated anyone like this.
