Waited two weeks to tell me unrepairable

I sent in an iPad that either needed a new battery, or charging port. I left it up to them to decide and was completely willing to pay for either one. Im not a repair technician so I thought they would be able to figure it out. One week later it is still in awaiting fulfillment status so I message their online chat and inquire whats wrong and whats being done. I was told a supervisor was looking into possible repairs and they had thought they knew what was needed for repair. So I understandably agreed it did take a little longer than a usual repair. *Might I add the website says repairs are done within a day or two of receiving and I had already waited a week. Week two the status was still in awaiting fulfillment... by this time I'm very skeptical and again message their online chat. Immediately I'm told very shortly that I'm being refunded and its going to be sent back today. *Partial refund because they have to ship the item back. (which i had to pay to send it there in the first place. In the end I wasted about $30 in shipping the iPad there and back and waiting over 3 weeks to get my hands back on the iPad. I will definitely be taking it to a local shop next time. Why I'm a pissed consumer: this website only updated me on the status's when I got on them to tell me what was wrong/why it was taking so long. They never emailed me or messaged me about what was going on I had to investigate and ask the questions. It makes the company look really sketchy and I wish that they would have been able to just tell me straight up they couldn't repair especially because it was way out of their time frame of usual repair. If I wouldn't have checked in with them I doubt I would ever hear back from them or get my iPad back.
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3 comments
#1245450

"Company always tries to defend itself"? So we have no say about any issues that may arise?

First of all correct you did send a unit to us for "Repair" but like you stated you did not know what was wrong with the unit. Hence why the delay in repair we had to spend extra time on trying to figure out what the issue was. If this was a simple screen repair it would of been completed in 1-2 days as stated on our site. And yes as also stated on our site "customers are responsible for the shipping cost to get their devices to us." This is not a hidden statement.

Also we do charge you for return shipping of your unit as we could not repair it, if we could of repaired it we wouldn't of charge you the return shipping. You should be glad we did't charge you with our time, but I guess you think our time is worth nothing? Perhaps we should stop trying to figure out customers devices issues when we see one like this and just turn around and send it back that way you don't get upset or disappointed? Sorry again that we wasted your time in trying to find a solution in fixing your device.

Plus our diagnostic service option takes 4-7 days due to the fact we have to figure out the issues. We don't have a magic system that can do this other wise it wouldn't take this long. And for that service we charge $15 but we didn't even charge you that either.

We have over 300 reviews on Shopper Approved with 309 positive reviews, which justify these non understanding and unforgiving BBB reviews. http://www.shopperapproved.com/reviews/iMasterRepair.com/

#1423391
@PissedConsumer1245450

Shopper Approved is obviously a load of BS. Your company would never have a 4.7 rating when you don't even answer phone calls lmao.

I've called at various times over the last 2 weeks and followed the prompts on the automated service to talk with a representative and got nothing every single time. How can you be running a business, without answering your phones...?

#1539446
@PissedConsumer1245450

I guess you wanted it Fixed for free wake up they are the Cheapest I have found and they will be Getting my Business to Repair my Broken Screen on my IPAD 4 128 gig. Wifi & Cellular

View more comments (2)
ID
#959696 Review #959696 is a subjective opinion of poster.
Service
Imaster Repair Tablet Repair
Pros
  • Ease of use
Cons
  • Online chat attitude
  • Not being updated
  • Only being updated when i asked status
Reason of review
Order processing issue
Loss
$30
Preferred solution
Let the company propose a solution

Never Again

My iPad mini had a small crack in the screen. I sent it to iMaster for repair and received confirmation. The website claims it will get fixed in 1-2 days. It took two weeks. When I opened the box, the iPad was badly damaged. It was packaged with air filled packing that was partially deflated. They told me to just stick it back in the mail so they could fix it the new problem that was caused due to poor packaging. Translation: I pay to re-ship it, I wait another 2 weeks (at least), and hope to God they get it right the second time. No thanks. Do not use this company!!!
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1 comment
#1245451

I'm sorry that the unit was damaged in transit. But how is that our fault we don't own the United States Postal Service.

Also we asked you to return the unit so we could repair it for you at no extra cost as this was damaged in transit. We could of easy of denied you a warranty claim and could of told you to deal with the United States Postal Service. But instead we offered to completely bypass that option!

Perhaps we should stop doing this or offering good customer support? Since customers are still not satisfied.

ID
#952122 Review #952122 is a subjective opinion of poster.
Location
Salt Lake City, Utah
Service
Imaster Repair Ipad Repair
Reason of review
Damaged or defective

Awful company!!

This company is awful. It has been a month since I send my IPad to be repair. They initially told me that they could repair my iPad for $85, then they told me that it was going to cost $75 more because they had to repair the LCD screen. I paid $160 and they send back my IPad that still doesn’t work! Then they tell me they are going to send me a prepaid label so I can send back my iPad to them. I waited a week and no label was sent. I write them asking why is taking so long and then they send me an email with the label, I don’t understand why it has to take one week to send a prepaid label through email. Very incompetent company, find another place to repair your electronics.
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1 comment
#1116122

Wow your prices are jumping higher and higher per every review you leave us. lol.

She stated on the BBB that she paid $115 to now $160. Customer did contact us about her ipad mini not working. Stating the screen did not light up, asked here to perform a hard reset to refresh the device. She did so but it did not solve the issue.

We then stated that if that did not correct the issue that we would have to request that the unit be sent back to us to look into the issue and to get this resolved. We provided her a prepaid return label that was emailed to her. A week later she stated she still hadn't gotten it so we looked into it and emailed her another and asked her to make sure to check her junk or spam this time. This customer from the start was on edge with us from when we got her devices we tested it to make sure it was sent to us for the correct repair.

She placed an order with us for a screen repair but when we powered it on to test it before removing the glass we found the LCD/ Colored screen was damaged and needed to be replaced. Her response to our email stating this: "I feel that you are trying to take advantage. For that price I could just buy a new one. Just send the IPad back and give me a refund." For some reason she thought we were "Taking advantage" so we sent here a photo of her device showing her proof of the damaged LCD.

Then after that agreed to have it fixed. Why would we lie about something we are in the business of doing?

This customer is being unfair in leaving us bad reviews online and stating that we are an Awful company, when we have responded to her emails and provided aid to the issue.

She didn't even give us a chance to solve the issue before leaving bad reviews. Perhaps she had a higher expectation for us non perfect humans???

ID
#795448 Review #795448 is a subjective opinion of poster.
Location
Lebanon, Tennessee
Cons
  • Customer care
  • Quality of service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer

Cover not returned for ipad and imaster doesn't give a *** about it

on my order9941 my screen was repaired and I included the cover to avoid any screen damage during shipping. the screen was fixed fine but my complaints about the cover not being returned were ignored twice until someone finally answered and said it was my problem, they couldn't be bothered and if they found it they'd charge me postage back. i will never use these guys again. the money saved isn't worth it. my local guy would never treat me like this. the new cover cost $20.
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1 comment
#1113090

Wow your complaint sounds ridicules about this business I've used iMaster Repair many times in the past no issues. From what I remember on my order was that they clearly stated to customer to only send their devices only.

No cables or cases.

Sounds like simple instructions to me....also whats ridicules about your statement "I included the case to avoid any screen damage"

Ummm...wait... isn't your device screen already broken???? Hence why your sending it to them to fix it??

You really make us humans seem like a pretty *** race.

SIMPLE WAY TO SOVIE THIS ISSUE " FOLLOW INSTRUCTIONS!"

ID
#790381 Review #790381 is a subjective opinion of poster.
Location
Sarasota, Florida
Cons
  • Customer care
Reason of review
Poor customer service
Loss
$15
Preferred solution
Full refund

Working phone in ,non working phone returned

I sent an I phone 5 to have the screen replaced. Well they did that when I got it back the screen was dimmer than before . I went to local repair place and they said that some of the shields were left out. I sent it back to imaster . They took 2 weeks to figure out that they couldn't repair it so they agreed to send a replacement. Now a week later no replacement. The tech who originally worked on was very unprofessional. Shop local. STAY AWAY FROM IMASTER REPAIR. REALLY PISSED CONSUMER......
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1 comment
#1082286

Perhaps you should explain the real story, We repaired the device and did not notice any issue with the screen yes it was dim but nothing different that someone leaving there brightness setting at half brightness. This is why we didn't look into it as the unit was passcode locked and the screen did not seem oddly different.

Second, customer contacted us about this issue we told them we would be willing to look into this issue and try to see what was going on, customer stated they did not want to send it back and wanted a refund. So thats what we did customer got a full refund.

Third, after getting their refund they took the unit to a local repair shop to have the screen replaced but had been told that the issue was not the screen but the unit its self, The customer then contacted us about this. Even with giving them a Full refund we still offered to look at the device to see if it was repairable.

Customer then agreed to send the unit back to us to look into it and 8 hours of having the unit we found that we could not fix the issue and stated to the customer that we could replace the unit.

We have proof of all this via our live chat if any one request it.

This customer was very unreasonable. We gave them a full refund, still willing to take a look at it, and then send a replacement unit.

How it that not good customer service?

We took a total loss on this and we stood behind our company and service by trying to stay on good terms with our customer. But I guess we just can please some customers by giving them their money back and them getting a replacement device.

ID
#748543 Review #748543 is a subjective opinion of poster.
Location
Chesterfield, Virginia
Reason of review
Damaged or defective
Loss
$450
New Reviewer

Poor Repair, Even Worse Customer Service

As our company IT manager I was looking for a company to repair our broken devices. In the construction business we get a lot of broken screens, on otherwise good devices. I sent an iPad Air out with a broken screen to iMaster Repair. It was returned in seeming good condition, but the glass was certainly not the same type as OEM. It seemed really flexible. Also, it had a bit of a rattle. Anyway, I called it good and moved on. The user of the device complained of foggy images from the front facing camera but the user didn't use that camera for much of anything so we let it be. About six months later, the home button became loose on the device so the user brought it back to me for repair. Not happy with the service at iMaster and forgetting the device had already been repaired, I sent it to a local company. The technician who opened it up said the screws were missing from the screen, which explains some of the flexing and rattling. A piece of tape was also covering the lens of the camera creating the foggy images. I logged into my account, and asked how to file a warranty claim. The Response: our warranty is voided with us as another business has opened the device, which we now can not confirm in what condition it was left in. "We have repaired over 10,000 device and we never tape over a camera lens I can even send you a photo of the adhesive layout on all our devices, This in fact is a false claim from the other business! As for the many missing screws is another false claim from the other business. Only 4 screens are to be removed in the screen repair process. There is no reason to remove any other screws other then the four holding the LCD screen in place. I have checked with our tech on who in fact worked on this device and I have reviewed his check list and it did look like he missed the re-install of the 4 LCD screws. So this in fact proves that the other business is making false claims about Tons of missing screws. as our checklist proves from the tech he missed the install of the 4 screws. For reasons like this we do ask customers to contact us first if an issue happens and we can not confirm in what state the other business has left the device. They could be making these false claims in hopes you do use them so that can rank up the cost. And missing 4 screws does not limit a device to be repaired. I wouldn't trust them if they are making such claims. " I simply stated I was not happy, I think I actually just responded "Typical" and that i was going to leave a poor review (which is what I am doing) and then the customer service agent accused me of extortion, apparently not knowing what that really means. So...send your device elsewhere these jokers are not to be trusted. If they do repair it, and you have damage or need repairs, you must send it back to them in order for it to be honored. I can't speak to that, as they wouldn't even open the door on a warranty repair.
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1 comment
#934905

The only reason we denied his warranty claim is because the device was serviced by another company. Making it impossible for us to confirm the state the device was in when it was received.

Unable to conclusivly prove or disprove the claims (low quality screen, tape over camera lens and missing screws) we are unable to offer any warranty coverage, and the warranty is void.

In response to the claims of extortion. This is the chat message that promted that response:

Visitor 574****

4:38 PM

Your responses to my issue are not typical of a customer service agent looking to promote business.

iMaster Repair Support 4:39 PM I think the person who responded to your message, fairly explained a response. Visitor 574**** 4:39 PM More of a defensive scamming company looking to cut corners. Enjoy the bad reviews and the lost business.

This was taken as a threat to use reviews with the intention to damage iMaster Repair leading to lost business as a result of not complying to the request made. It was also implied that if we complied with the request, no attempt would be made to leave reviews to damage iMaster Repair.

This fits with extortion defined as: the act or practice of obtaining something by force or threats.

ID
#585593 Review #585593 is a subjective opinion of poster.
Location
Spokane, Washington
Reason of review
Bad quality
Loss
$150
Preferred solution
Full refund

iMaster Repair - Wifi Repair Review from Maumelle, Arkansas

I took a chance with these guys and they did not perform or do what they were paid to do. I sent my I pad in for a screen repair and later in the week received an email stating I need to fix my wifi wire. They wanted me to pay 45.00 and so the following week I went online and ended up paying 55.00 for it to be repaired along with my screen. A week and a half later I received my I pad back and the wifi was still not working. I have to stand right beside my router for it to work which is not how a repaired wifi wire should be performing. I sent them an email letting them know that it was not repaired and they sent me an email back saying they did fix it. I advised if they did fix it it's not working like it should and I asked what they would do about it. I do not care for a refund I just want them to fix my wifi wire like I paid them to do. After not hearing back from them about a resolution I took it as if they could care less because they had my money already so I submitted a refund request with pay pal for my money back for the wifi repair only. They did fix my screen but it doesn't seem like they know how to repair anything major so don't expect much more than that from these guys and don't waist your money. They need to contact me about trying to resolve the wifi repair and I will gladly drop my claim as this is not a money issue and they may respond back to this complaint with a lame excuse and being defensive. These guys got a bad rating with BBB and decided to write a review bashing them . Lol. Where do they do that at? Do your job and earn honest reviews and your company will flourish.
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1 comment
#855923

If you you don't think a screen repair is a major repair then why didn't you just fix it your self? If the wifi cable was replaced an still not working then I think the issue is not the cable but a logic board issue.

I wish people like you would stop being ***.

And you stated you didn't want a refund but then you opened a dispute for it?? That makes sense.

ID
#518363 Review #518363 is a subjective opinion of poster.
Location
Maumelle, Arkansas

Ipad fake repair

i buy a services to repair my broke glass on ipad and never receive the email back also i ask to the owner and just said once he get the money he never returned i try to call and no receive any answer also tru email. paypal said put a complaint tru my bank and still pending i want my money back this guy has 2 web sites and just post fake satsfaction customer, i would like my money return and no more fix my ipad on that store this the staor name on the web http://www.imasterrepair.com be carfeul
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1 comment
#663769

Hello, iMaster Repair is a REAL business, all proof of our legit business can be found on our site. We are a Registered business of Idaho proof of the is found on our FAQ page with a link to Idaho Secretary Of the State of Idaho, We are a BBB also found on our site footer, We are a Insured business. and Licensed in the Idaho and Payette County.

If what the other person states was true how and why would we still be in business? If we were scamming people we would no longer be in business due to law suits. Don't you think ?

Anyone who may have any questions please let us know at info@***.com

ID
#415856 Review #415856 is a subjective opinion of poster.
Location
Los Angeles, California
Loss
$94

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