Filed
Unprofessional, Unethical and Incompetent
On July 14, I took my Zflip6 and my replacement phone to Gamer's Warehouse to have my data copied. My old phone was fully functional except for the inner screen. Smart switch was not installed on the outer screen, so I could not complete the transfer myself. I explained that I needed the phone back by Friday so I could return it to Verizon and was told that the transfer would be done by COB that day. I picked up the phones on July 15 and paid a $30 diagnostic fee as well as an additional $129 for the data transfer. After seeing that my contacts had been transferred, I assumed that all of my data had been transferred. Once returning home, however, I saw that nothing besides my contacts and photos had been transferred. None of my apps, Notes, passwords, documents or other essential data had been transferred. I then attempted to charge my phone to see if I could do the transfer myself using a USBc hub, but found that my phone would no longer charge. I contacted the store and was told to drop the phone back off at 9am when the store opened the next day. When I arrived at 9 on July 16, I had to wait for over an hour before Ramsey, the technician, opened the store. I told him that nothing had been copied to my phone besides the contacts and photos and that I had specifically asked (and paid for) all the content on my old phone to be transferred to my new phone. I told Ramsey that my old phone would no longer even charge. He again assured me that it wouldn't be an issue for him to transfer my phone data but informed me that he had removed my battery the day before (without my consent or knowledge ie theft by conversion) because it had "blown up". He then stated that a driver had picked up the battery but told me that he would try to contact the driver to bring back the battery. When I asked him how it was possible for everything on my phone to work besides the inner screen with the battery being "blown up", Ramsey could not answer. He also could not explain why my phone was returned to me completely inoperable instead of the condition I left it with him in. I then asked him why he didn't use SmartSwitch to transfer my data since he had allegedly temporarily put a new battery in, since the transfer would have been completed in minutes. Ramsey again couldn't answer and became increasingly agitated and aggressive. No longer feeling comfortable leaving my phones with Ramsey and having no confidence in his ability, I left the store. I went to Verizon and explained the situation to them. I called Gamers Warehouse from Verizon, placing the call on speaker. Ramsey answered, began yelling at/over me, making inappropriate comments, and personally attacking me. Rather than addressing any of the above concerns, Ramsey insisted that I did not need the battery of my phone to return the phone to verizon. I ended the call by reiterating that I would need the battery to my phone and requested that I be contacted when my phone battery was available for pickup. After having witnessed the phone call, the Verizon employees advised me to contact BBB and file a complaint. They stated that the entire situation was highly questionable and inappropriate. As a result of my experience with Gamer's Warehouse/Ramsey, I was without a functioning phone for most of the week, I paid $159 for a service that was never completed, my previously functional phone was returned to me in a completely inoperable state, I was inconvenienced by having to make numerous trips across town (for nothing to be done, except have my phone made inoperable), but most importantly, all of my documents, filings and information going back to 2017 have now been lost forever. If Ramsey had merely told me that he was incapable or incompetent of copying my data, I could have easily gone to IFIXIT or another reputable phone repair store. This experience is even more concerning considering that I previously paid Gamer's Warehouse $450 mere months ago to repair the SAME phone's inner screen. That "repair" clearly was not a repair, and is precisely what led to me having the same issue a few months later. Never once was I apologized to or even offered a refund of the service which was never completed. I do not recommend Gamer's Warehouse for any reason. Gamer's Warehouse is unprofessional, the workmanship/service incompetent and the customer service abusive. There are numerous other businesses within Tucson Mall itself who do quality repairs while maintaining professionalism and ethics.
Filed by Laural