Broken Screen **** Warning ****

Discussion in 'iPhone Tips, Help and Troubleshooting' started by byke, Apr 25, 2008.

  1. byke macrumors 6502a


    Mar 29, 2007
    LDN. UK
    I am sure we have all been dealt bad blows from poor customer care at
    times, but this is a story that goes one step further.

    I was one of those mac users who bought an iPhone and cracked the glass
    in a matter of days, and although it was still fully usable I shopped around
    for an online store who would be willing to replace the screen as well as
    installing it.

    Many of you will have heard heard about the online retailer who offer these types of services.
    So I wanted to show you how silly things can get when the cycle
    of mistakes begins.

    I agreed to purchase a screen replacement and even phoned the place to
    make sure they had the parts in stock and was assured they did so I sent
    them my phone. Ten days after tracking showed they received my phone
    I am sent an email stating they now have my phone now, and they dont
    have any screens for it.

    I obviously ask what has happened and am told they are still on back
    order and they havent had any even though I had been assured they had
    previously as per my phone call. Weeks pass and email communication
    starts to get patchy and finally after 6 weeks I email them asking them to
    return my phone since they still have not been able to repair it.

    I immediately get an email confirming they will ship it back to me and they
    even charged me for it. A few days later the phone arrives and I discover
    the screen has been replaced with a chipped non functioning screen and
    parts of the phone (sim card tray etc) are missing. So, again I have to

    inform pdasmart of the error and am assured that nothing has been touched
    on my phone. At this point I decide to take a video and email to them
    proving serial number and modifications. After numerous statements
    from denying any modifications carried out
    to the phone I receive this reply 24 hours later.

    So I have now been left with a completely broken phone which I had sent
    in purely for ascetic reasons and the cherry on the cake is I have been
    charged excess amounts of cash from pdasmart to steal parts and carry
    out unauthorized damage to my phone without notification.

    Cost incurred so far :

    Phone call from Sweden to USA approx. : ($4-6)
    Postage from Sweden to the USA : $56
    Pdasmarts billing for Postage from USA to Sweden : $25

    Sub Total : $87
    And cost to replace the broken phone : $399
    Grand Total : $486

    After numerous follow up emails, I have been offered the following
    settlement. A "discount" by pdasmart to let them replace the screen at
    a later date, and again subsequent postage costs.

    Since it was pdasmart who made the mistake of informing me the item was
    in stock, pdasmart who offered to send the un-repaired phone back due to
    not having the parts. And pdasmart who took it onto themselves to steal
    parts from the phone I have asked for a full refund of costs relating to the
    product along with a new phone to cover the one they broke and haven't
    been able to repair. I also offered for pdasmart to have the old damaged
    phone back if they agree to pay the return shipping cost for it.

    Subsequently my request was denied and I now have to take it to another
    level since refuse to follow national laws implemented by
    the FTC.

    If anyone else has any similar problems as I have, look up the US Federal
    Trade Law and see if you repair is eligable for the following US law.

    And if you do have the same issue that I am having with
    feel free to contact the "Attorney General of Texas - Greg Abbott" at and submit a claim.

    Hopefully this way we can help others from having similar problems in
    the future.

    So I would like to say a big sarcastic thank you to for
    making my life miserable and charging me for your negligence and
    unauthorized criminal damage to my phone.

    May your testicles burn with the intensity of a hundred unhappy customers
    who file litigation papers for your conduct and actions.
  2. maxxscholten macrumors regular

    Feb 28, 2008
    that is one of the saddest stories I have ever heard
  3. SFStateStudent macrumors 604


    Aug 28, 2007
    San Francisco California, USA
    Though you are in Sweden, you still have the website at your fingertips. During a search of the Better Business Bureau I found complaints about or Optimistic Enterprises, Inc. out of Cedar Park, Texas, USA. Check out this website:

    I try to use the website as much as possible. I know it's after the fact, but maybe you can use it for future use. :(
  4. ehaugk macrumors member

    Jan 1, 2008
    New Jersey
    Yeah def saddest story ever - but why the hell would you even consider paying $399 to fix the screen to begin with???!?!?! Buy a new iPhone!!!!
  5. byke thread starter macrumors 6502a


    Mar 29, 2007
    LDN. UK
    What I was trying to say that the cost to replace the phone that pdasmart damaged is $399.
  6. byke thread starter macrumors 6502a


    Mar 29, 2007
    LDN. UK
    Thanks for the tip, I will try and file a complaint with them also..
  7. Applejuiced macrumors Westmere


    Apr 16, 2008
    At the iPhone hacks section.
    I definetelly wouldnt trust those shady online companys to send in my iPhone for repair.
  8. hotzenplotz macrumors regular

    Sep 19, 2007
    Sorry to hear about the hassle.

    You may want to send your story to
  9. byke thread starter macrumors 6502a


    Mar 29, 2007
    LDN. UK
    I cant express how grateful I to all those who have replied with such lovely comments. As I am sure you can understand its been a trying week and the stress and the accusations from pdasmart got to the point where even I started to have self doubt.

    Its such a relief to see that I am not alone, and judging by the backlog of issues that have been reported to the BBB I have greater desire to see pdasmart to be held accountable for their actions rather than just letting it slide.

    I also really want to thank the mods on this forum for not deleting my post.
    I cant express how grateful I am for being allowed to publicize my story.

  10. jdl8422 macrumors 6502


    Jul 5, 2006
    I don't know for sure, but it sounds like they knew you were from Sweden so they figured they could take advantage of you without having any consequences.

    I hope everything works out with the DA in Texas.
  11. avaloncourt macrumors 65816

    Oct 18, 2007
    You did the right thing in the first place. The Attorney General's office of Consumer Affairs in any state is absolutely the correct place to be filing complaints. They have the weight of a government agency and can fine or force a company out of business.

    The Better Business Bureau has no power to do anything. One must be a member of the BBB and a business must agree to their policies for them to effect change within a company. The average business will read their contact letter and deposit it in the nearest trash can. They can not 'punish' a bad company in any way. The best they can do is say, "don't do that." The BBB publishes results of contact but that's as far as it goes.
  12. byke thread starter macrumors 6502a


    Mar 29, 2007
    LDN. UK
    1 thing I have noticed are all the government agencies (FTC, AG etc)
    online forms are somewhat patchy to say the least.

    And what I mean by patchy is that the online form generally takes some
    multiple tries before the information is submitted.

    The FTC website kept having technical problems when i tried to submit the form and I got the generic, please contact a technician response.

    Maybe its just been my continued bad luck, but it did make me wonder if
    agencies try to make it harder to submit a claim.
  13. skubish macrumors 68030


    Feb 2, 2005
    Ann Arbor, Michigan
    Truly sad story.

    Unfortunately, you will find out the US laws tend to favor the business NOT the customer so in short; you're screwed.

    By all means, complain about it as much as possible. Hopefully it will shut places like this down but your chance of getting any compensation for this is nil.
  14. byke thread starter macrumors 6502a


    Mar 29, 2007
    LDN. UK
    Yeah, I am not expecting too much.
    on a flip side look how many people have read the story.

    That alone has brought me great comfort being able to warn others.
    I wonder if I have any insurance coverage from my credit card company for damages?
  15. avaloncourt macrumors 65816

    Oct 18, 2007
    If your credit card payment laws and the card terms are similar to those in the United States then you certainly have the ability to file for a chargeback against PDAsmart. I have no idea what differences there may be between the countries. You may have far more rights than we do. For example, people in the UK enjoy far more consumer protections than we do.

    Your device was substantially altered and rendered inoperable by their actions. I would most definitely recommend you take that course of action. In the United States the instructions for this are printed on the reverse side of your billing statement or available as a function on the card issuer's website.
  16. byke thread starter macrumors 6502a


    Mar 29, 2007
    LDN. UK
  17. macrumors newbie

    Apr 28, 2008
  18. cupofjoe macrumors regular

    Feb 23, 2008
    Los Angeles, CA
    There was really no need to post his full name on here and invade his privacy supplying that information to MR readers... First name should suffice.

    Clearly this is not only a case of shoddy workmanship from your company, but also a case of horrible customer service and lack of communication and notifications to your customer. If what he says still holds true, and in line with your story, you did not notify the customer of his right to return since it took over 30 days from the initial receive period of the object. If you're gonna run a company, learn how to do it right, and don't use phrases like "it happens" to correct YOUR wrong. This type of horrible service is despicable and hardly a good way to have you recommended to more customers. In fact, I'd be willing to hope with all the cases I've seen on the BBB of your shady workmanship that you'll be seeing less and less customers now.

    I've followed this story since the beginning and only renounced posting here until now, but your post is out of line, and completely unneccesary. In fact, if you felt you weren't in the wrong,, you wouldn't have even posted "dirty laundry".

    I honestly hope your business fails, because this type of thing is not a good business move for you. Stupid, stupid decision, man.
  19. Illinoisemakers macrumors member

    Jan 2, 2008
    I will never order anything from Sounds like you need to work on your communication skills with costumers.

    You have the guys phone for six weeks and when he asks for it back you act like he needs to have some patience. Give me a break. And how can you not know when your going to get in a new shipment of screens? UPS tracking??? If I owned a business, I would probably be a little more on top of when products are going to arrive.

    You act like your doing the guy a huge favor by offering to replace his screen, but who's to say you won't be out of screens again and he'll wait another 6 weeks without a phone.

    My advice change the name or your company, because you've pretty much assured yourself no one from this forum will be using your services.
  20. gethyphyyo macrumors regular

    Apr 4, 2008
    I will NEVER buy ANYTHING from

    what they need to do for this guy is refund all his shipping charges and offer a free screen replacement.-the screen itself.

    After dealing with your bull im sure he does not want to send anything to your crap company.

    Being a retail store manager and reading this makes me sick
  21. SFC Archer macrumors 68000

    SFC Archer

    Nov 9, 2007
    Troy, MT
    It's a really a sad day when a business owner comes on to a forum and becomes so defensive to give away privacy and degrade a customer. To me it just validates 99% of everything the OP said. I have given bad publicity to a few products since my iPhone purchase and not one has come on to "defend" themselves. This is a rare first for me to see something of this magnatude.

    I would advise the OP to change the title of his thread to **** Warning****

    I like those above me will advise all fellow iPhone owners to completely avoid the company as they seem to be running a scam and cannot stand-by their own service and resort to posting in forums instead of servicing customers.

    Bad, bad move!
  22. zainjetha macrumors 6502a

    Aug 11, 2007
    somewhere in this forum there is another guy who has been scammed this way i read his thread about a month ago.
  23. webiphonedesign macrumors newbie

    Apr 28, 2008
    Hard core

    I was just surfing through and reading some tidbits. I have been on many forums and you know there are always two sides to every story. Of course, a forum is a bad place for a business owner to reply. It always gets the opposite affect. It looks like you can get a new iphone lcd for pretty much free if you just take the offer. I go both ways. There is always the one willing to fix the issue and the one that ignores it. Either way, good luck. I had a good laugh!!!
  24. zerostar macrumors regular

    Apr 28, 2008
    South Florida
    I have passed this story on to everyone!

    I just sent them a letter:
    I just read this post:

    A Customer of yours from Stockholm, Sweden has a very disturbing story about a shoddy repair attempt you guys made.

    I urge your to review this case and make an attempt to make good with your customers. Us Mac users are a vocal minority, when a business is in the wrong (and I feel you are, since his phone is no longer functional, and you messed up with the shipping & stock problem) we all hear about it and it really has turned me off from using your services.

    THEN I see the owner posted THAT and now I am SURE I will NEVER use their services!!!

    Did anyone save what they wrote? PM me without the private info of course :)
  25. zerostar macrumors regular

    Apr 28, 2008
    South Florida

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