CPR Cell Phone Repair
📡 Internet & Cable · Granada Hills
total experiences
replied on google
Most reported issues
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Experiences
Rude staff and misleading information regarding warranty and pricing.
Business reply on Google
We are very sorry to hear about your experience and appreciate you bringing these issues to our attention. What you describe, including rude behavior at the front desk, conflicting warranty statements, unclear pricing and labor charges, and uncertainty about water sealing, falls short of our standards. We apologize if this wasn't more clearly explained. Our lifetime warranty applies to all functional items such as screen replacements, back glasses, charging ports, cameras, etc. Batteries do not have a lifetime warranty because batteries naturally degrade as you use them. Batteries and micro solder/board repairs are excluded from the lifetime warranty, we have signage in our store that states the policy. Our pricing for the battery replacement includes the labor with it. We offer one complete price that includes the repair parts and the labor and this should've been made more clear. We will investigate this matter and provide additional staff training. Please contact the store manager if you are still interested in a repair at your convenience so we can review your visit and work toward a satisfactory resolution.
debris under screen and unresponsive touch functionality after repair
Business reply on Google
We apologize for the inconvenience you've experienced with your Samsung S23 repair. Your feedback regarding the dirt beneath the front camera and touch screen issues is concerning, and we take it seriously. We have a lifetime warranty with our repairs, please reach out to our customer service team so we can address these problems and ensure your device is functioning properly. Thank you for bringing this to our attention. We are committed to resolving this for you.
The business attempted to overcharge for a replacement part.
Staff failed to provide scheduled repair due to lack of inventory.
Business reply on Google
Hi Alethea, We sincerely apologize for your experience and appreciate you bringing this to our attention. We understand how frustrating it must have been to schedule an appointment, only to find out that the necessary part was not available. While appointments help us manage service times, they do not guarantee part availability, as inventory can change daily due to demand. We always recommend calling ahead to confirm parts availability before your visit, but we regret that this was not communicated more clearly when you inquired about pricing. Additionally, we are very sorry if you felt our staff was anything less than professional—we take customer service seriously and will address this internally. Your feedback is invaluable, and we hope to improve our process to better serve our customers in the future. If there’s anything we can do to make this right, please reach out to us directly.
The staff member was unprofessional and rude to the customer.
Business reply on Google
Hi Henry, I understand your experience is related to Alethea's. As I mentioned in her review response as well that is never our intention and we are sorry it came off that way. Please let us know if there's anything we can do to help in the future
Poor communication and failure to stock necessary repair parts
Business reply on Google
Hi Rhonda, We sincerely apologize for the inconvenience and frustration you experienced. Clear communication and timely service are very important to us, and we regret that we fell short in this instance. We understand how valuable your time is, especially when you need your device for an important event. Regarding the repair estimate, we strive to provide accurate pricing and diagnostics, but we should have communicated the part availability upfront to avoid any unnecessary delays. Your feedback is extremely important, and we will be addressing these concerns internally to improve our process. If there is anything we can do to make this right, please feel free to reach out to us directly. We truly appreciate your feedback and the opportunity to improve.
technician requested device password twice after screen repair
Business reply on Google
Hi Carissa, Sorry for the confusion. The password is only for us to test the screen and functions after the repair. You don't have to give it but we would have to test the phone after you return. If there is something that isn't working right, you would just have to wait again. We try to save you time by requesting it but it's not required if you don't want to provide it. Hope this clear things up a bit
Staff reset customer Apple ID password without authorization
Business reply on Google
Hi Birdie, We're very sorry this wasn't explained clearly in the store. Since we are apple authorized and you got an Original Apple repair, it is required to turn the Find my iPhone/iCloud feature off in order for us to complete the repair with Apples dedicated software and tools. The same policy exists when you go to the apple store to do an OEM repair. If we do an aftermarket screen repair, this is not necessary since the screen or battery doesn't have to be calibrated to your motherboard and doesn't pass through the Apple repair software. I hope this clear things up a bit and apologize again this was clarified in store.
Store refused water damage repair despite website advertising the service
Business reply on Google
Bryan, we apologize for the misunderstanding and confusion as we don't manage the website - our corporate office does. When you called our store inquiring about a water damage repair on your Google Pixel, we explained that we do water damage repairs on most phones but we do not do them on the Pixel model. We also explained that we do the screen repairs on these but we have elected to not do water damage repairs. This is due to the nature of how the phone is built and the success rate of doing water damage repairs on these models is almost 0%. Therefore we have elected to not do them on these models because you would have to pay for the water damage fee up front and we would rarely have any success with it. This business decision was made with our customers in mind. We hope you can understand -Adam J., Owner
The business allegedly performs unauthorized credit checks on job applicants.
Business reply on Google
Timothy, thank you for visiting our shop. As a result of our different financing options, the bank account and job is the minimum requirement to be approved. There's generally an inquiry anytime when you apply for a loan. If there's anything we can help with, please don't hesitate to give us a call again. -Adam J., Owner
Non-genuine screen replacement caused phone lockout and loss of value.
Business reply on Google
Snap, we offer two qualities for our iPhone screen repairs as we explained clearly in person. The regular quality costs half of what the original quality costs. If you want the original quality, we are more than willing to replace the screen with the Apple OEM parts if you are willing to pay the price difference. As we explained in person, we can not give you the OEM repair at the price of the regular quality as you insisted we do. We tried to help you and fix the phone with the OEM parts like you wanted but you refused to pay the price difference -Adam J., Owner
misleading financing terms resulted in excessive interest charges
Business reply on Google
Alan, we're not sure what happened here, but we operate an honest, stand-up business. If you're having issues with your bill, please reach out to us immediately so we can get things resolved. -Adam J., Owner
staff charged for a repair that was not performed
Business reply on Google
Joe, we're sorry if there was some miscommunication regarding your repair, but we would never intentionally mislead you about services. I looked into your ticket and spoke with our staff and you were charged for a cleaning. The replacement price is $30 more and if that's what you prefer we can definitely replace the part - although the speaker on your phone works fine and just needed a cleaning. Please come back so we can make sure you get the correct repair. -Adam J., Owner
Staff provided unfriendly and dismissive customer service.
Business reply on Google
Anthony, we're sorry you didn't get the great service you were looking for, but our team is always happy to give you the quick repairs you're looking for. Hopefully we'll see you again in the future when you need a hand. -Adam J., Owner
Business failed to repair laptop despite promising to order necessary parts.
Business reply on Google
Andrew, we can assure you that our team was fully prepared and qualified to work on your laptop. It sounds like there were some communication issues on our end, and we want to apologize for that. The reason we didn't repair the laptop was because your model has the webcam embedded into the LCD panel. In order to access the webcam, the LCD/Screen would most like have gotten damaged which would cost a lot of money to replace. More than what the laptop is worth. I apologize if this wasn't clearly explained to you so you understood why we deemed it not repairable. Please let us know if we can help you in the future, and our team will take great care of your issues. -Adam J., Owner
incompetent repair service and poor communication regarding console repair status
Business reply on Google
We're sorry for the slow service on this visit. Sounds like we had some communications issues this time around, but hopefully you'll give us another shot in the future. Our team is always happy to turn experiences like this around for the better. -Adam J., Owner
The replacement screen does not fit the device properly.
Repair shop damaged phone beyond repair and refused to replace it.
Business reply on Google
Hi Mr. Horsepower, Can you please email me your name and last name to ajaratanian@cpr-stores.com so we can find your ticket to see what you are referring to? Thank you. Best, CPR Cell Phone Repairs
The business failed to repair the phone and delayed communication significantly.
Business reply on Google
Hi Monarch, I apologize for your experience. Can you please send me an email with the name and information you used when you dropped the phone off so I can look into this for you? Our water damage repairs generally do take 3 days or so but can extend longer depending on the extent of the damage. During this process we always try to give updates as we come across them. It doesn't sound right that no one called you for 12 days. If what you're stating is in fact true, I'd love to give you a refund because that's not acceptable by our standards. My email address is ajaratanian@cpr-stores.com. I hope to hear from you soon!
Technician failed to repair the requested charging port on first visit.
Business reply on Google
Hi Joshua, We actually tested the charging port after you had dropped it off and everything seemed to working fine so we changed the battery instead since we were not able to replicate the issue you indicated you were having. However the second time you brought it in we did notice the issue being replicated so we replaced the charging port. It's never our intention for anyone to have to make multiple trips for a repair or for our tech to do the same repair multiple times. However when dealing with electronics repair it is sometimes necessary. If you still have any other issues with the charging port please let us know! Best, CPR Cell Phone Repair