Complaint: Awful customer management and Unproper technical support

on 15 January 2019 about Expercom in category Consumer Electronics

New complaint
Complaint is being processed
Complaint resolved
Complaint closed

My complaint:

I brought my iphone X to Expercom in Logan 84341 for cracked screen replacement. When I came back 2 hours later to pick up my phone, I realized that the new screen on my phone wasn’t put all the way in which I could obviously tell the screen was tilted up little bit. So I told to the staff (Siera) who was with me about the problem, then she said someting like “It should be put all the way in (which isn’t), let me go check with technicians” after she came back she goes “The technitions need to re do the process which only take couple of minutes more”. And waited at the store for half an hour since then, and until I went talk to the other staff to check what’s going on. The other staff named Tanner, he came back and told me that it will gonna take more time to fix it and doesn’t know how long it will gonna take. I was little frustrated at this point because of Tanner’s explanation and attitude that bascially telling me there is nothing he could do other than me to wait for more without any apologize and knowing that I have already waited over an hour. He even raised his voice little bit and seemed upset after I complained about making myself wait at the store without any notification. I’ve never experienced such awful customer management in any store especially at a place like expercom. It is VERY disappointing. Also, I was gonna ask how long would it take and what’s going on when another staff asked me if I’ve been helped. However, Tanner coughts in said “he’s been helped” which I felt seriously insulting. Every minute while I was stading up in that store was very uncomfortable and frustrating since none of staffs including Siera, came to let me about the delay until I ask them after a long wait. Eventually, I couldn’t get my phone back since they’re taking even more hour to complete fixing, and I had to leave for work. Now I have to visit the store another day again. I doubt if they understand the inconvenience that I’ll experience until I go back and pick my phone up.

Desired solution:

I want those specific employees at the Expercom in Logan to be get extra training on customer management. They seem to not understand what they are doing. Also I would like to ask them cover the fee on my screen replacement which they’ve resulted another problem on my phone.

All complaints of Junho