Jet City Device Repair

Business reply on Google

Hi Shru, I'm sorry to hear you weren't satisfied with our service! I wasn't able to find an order under this name, so just want to make sure you did indeed visit us and this isn't meant for another shop. To explain our warranty: for screens we have a lifetime warranty that covers the functionality of the new displays we install. This means if there are touch issues, we'll cover that under warranty. The only exception to this is if there is damage to the part that could cause these issues. One common cause of damage to OLED displays (the standard display on most iPhones and Samsung phones) is the layer beneath the glass will be damaged. This can cause lines to appear or the picture to have black spots or go completely black. As you may understand, we couldn't remain in business and cover new damage for free. While we are unable to give a free repair for newly damaged screens, we do still want to help our customers and offer a substantial discount on a new repair. This typically means we get close to or match our parts cost and eat the labor cost ourselves, and is offered especially when the new damage is shortly after the repair, such as a week or two after. To explain the Apple sto

Business reply on Google

Hi there, I'm so sorry you didn't have the best experience with us. We genuinely care about our customers and feel bad that you were unhappy with your repair. For our warranty, it is usually for the lifetime of the device (1 year for batteries) but doesn't cover new damage. We use the highest quality parts available and are therefore able to confidently offer that warranty, provided the new part isn't damaged. This is because we can't determine if the issue is related to the new damage as well as because our suppliers would not accept a defective part that has been damaged. I'm unsure of your particular order, but even if there is new damage, and it's within a few months after the original repair, we would love to give a substantial discount on a new repair because we really don't want our customers to have an accident and be left in a difficult position. So if this is the case with your device, please do reach out and we would happily assist you! Thank you again for your feedback. Warm regards, Siawash

Business reply on Google

Hi M___, We are sorry that you were unhappy with your experience. As mentioned before, we are strongly opposed to using lower quality parts because even if a customer is fine with the loss in quality, we ourselves are uncomfortable with the disparity between a high quality screen and a low quality one. As you know, we made an exception because when you mentioned your financial situation we felt really bad and empathized, and tried to work out a lower cost solution. We did explain that we don't recommend lower quality parts because we've always seen some loss in functionality or cosmetically they're never satisfactory. When we explained the difference between an OEM and an Aftermarket screen via email, you opted to go with the more expensive "B Grade" OEM screen. These will typically have cosmetic issues or slight blemishes, but they would still be much cheaper than a new OEM screen. We did explain in that email, before you agreed, that this would cost more. You had mentioned that you need everything expedited due to your flight so we overnighted it (at no additional cost to you), and even ordered the aftermarket screen as well just so you could compare them side by side. Despite ou

Business reply on Google

Hi Emily, We’re sorry to hear about your experience and understand how stressful phone issues can be. For context, our records show the device was damaged again a couple of days after the original repair. When you brought it back, we offered another repair at a heavily discounted rate, though it wasn’t pursued at the time. We also want to reassure that our technicians never “weld over” screws. All repairs are done using industry-standard practices and proper hardware. We appreciate your feedback and would be glad to talk further if you’d like—please reach out to us directly at (206)569-5068 or [email protected]. — Jet City Device Repair

Business reply on Google

Hi Isaac, We’re very sorry to hear about your experience and the frustration with the repeated visits. We want to clarify that your iPhone 14 Pro repair was completed with an OEM screen, not an aftermarket display. That said, it’s clear something still isn’t performing as it should, and we completely understand your disappointment. This is why we include a lifetime warranty with most of our repairs, including screens, so that we can rectify any manufacture defects. This isn’t the level of quality or service we strive to provide. We’d really like the opportunity to make this right for you—please reach out to us directly at (206)569-5068 or [email protected], and we’ll review your options together. Thank you for your feedback. We’ll also be using it internally to improve and prevent situations like this going forward. — Jet City Device Repair

Business reply on Google

Hi Kimberly, I hope you're doing well. I'm sorry to say our warranty doesn't cover new damage. Based on your description, the back glass was damaged again after we'd already replaced it. This incident likely contributed to the damage on your display. A green OLED display, especially after several months of use, almost always indicates new damage, unfortunately. These kinds of display issues rarely arise from anything other than some kind of impact or pressure. While you may not have dropped your phone, some impact or pressure likely caused both the back glass to crack and the subsequent display issue. We understand this can be frustrating. Please let me know if you have any questions or if I've misunderstood anything. I'm glad you found a solution with a replacement device, and I apologize we couldn't assist further. Best regards, The Jet City Team

Business reply on Google

Hey Jeremy! Sorry that's happening to you. Our notes on your work order show that your phone was extensively liquid damaged; if there were motherboard problems, the liquid damage is the culprit, and it is a bit disingenuous for the shop to blame the part, as that is not a common reason for motherboard problems; we use the highest quality parts available and our repairs come with a lifetime warranty for that reason (except in the case of liquid damage wherein we have a limited warranty due to the nature of liquid damage to the motherboard). If you were *only* having a motherboard problem, it wouldn't have been necessary to replace the screen, so you were unfortunately overcharged by the shop, and it was possibly an issue we could have covered for free, were you able to send it to us. We understand in situations where you are overseas it's difficult to take advantage of our warranty, but whenever possible let us know if you experience any problems so if something is covered under warranty we can help out or at least point you in the right direction.

Business reply on Google

Dear Marina, Thank you for sharing your feedback. We understand your frustration with having to replace your iPhone screen twice in a short period, and we're sorry to hear about the difficulties you experienced. We want to emphasize that we strive to provide high-quality repairs at a fair price. In your initial visit, you paid $199 for the screen replacement, which is $80 less than Apple's price of $279. We utilize the same premium parts and meticulous repair process as Apple, ensuring your phone is restored to its optimal condition. During your second visit, we discovered corrosion on several parts of the screen, which is indicative of water damage. We understand that you mentioned hiking in wet conditions, and it's likely that this exposure contributed to the damage. While our warranty explicitly states that water damage is not covered, we went above and beyond to assist you. We offered a significant discount, charging only $99 for the repair, which is less than the cost of the replacement part itself. We take pride in our meticulous approach to recreating seals in the devices we repair. However, it's important to note that even Apple doesn't guarantee water resistance after a re

Business reply on Google

Hi Starr! Sorry for the trouble and the miscommunication. Diagnostic time and repair time can vary greatly when it comes to liquid-damaged devices, and while we do our best to estimate the repair time, the erratic nature of liquid damage can often result in a repair taking longer than expected. In this case, per our technician notes, the dryout had brought the device back to life except for the charging port, and while initially the battery was functioning normally, we found the battery percentage had changed to 0% when you came to pick up, indicating a bad battery (or sometimes an unfixable motherboard problem), thus our suggestion to add the battery repair for only $30 more to resolve your power issues. When you declined all repairs due to the additional cost of the battery, this meant we had to reverse the charging port repair, which takes another 1 to 2 hours to complete, and since a dryout cannot be reversed, we effectively gave you a free dryout (and consequently the ability to recover any data that you hadn't saved), and didn't charge for the several hours of labor we put into the repair -- you would be hard pressed to find another repair shop that would do the same for thei

Business reply on Google

Hey Pete! Very sorry to hear you were having issues, but I wanted to go over a few things. Our battery repairs come with a 1 year warranty, and since your repair was done in June of 2023, we would have happily replaced it for free under the warranty (barring any new damage). We don't use superglue or any liquid adhesive to adhere batteries; we use a type of adhesive tape not dissimilar to the original tape used by Apple and it is easy to remove a battery that is adhered with this tape. Even if someone were to hypothetically use a strong liquid adhesive, the battery can still be safely removed and does not require what amounts to selling you a new phone, which Apple, being more in the business of selling you a new device, is prone to do. We use original Apple batteries; there are a minority of cases where original Apple batteries are not readily available, and even then we use the highest quality batteries available on the market today. Whether it is an Apple battery or otherwise, batteries can have defects that arise some time after the repair, and that's why we offer a 1 year warranty. That being said, batteries can also have problems due to new damage, such as from a drop, or liq

Business reply on Google

Hey Marco, I'm not sure if you have already reached out to our team directly but we use original Apple batteries and back them with a one-year warranty which is actually a lot longer than Apple's warranty. If you or anyone is ever having issues it's very easy for us to help out when we are made aware. Please contact us directly to set up a time to get that issue resolved for you. -The Team at Jet City

Business reply on Google

Hi Aurel, I was the one that helped you when you came in so I would like to clear a few things up. When you came in yesterday due to your screen not coming on, there was visible water behind your camera on the inside of your phone. Electronics do not do well when exposed to liquids, especially when they are turned on, which is why your phone wasn't working. You made note to us that the "condensation" likely came through the gap in the bent part of your phone frame. This would have been more than just condensation and had to be a considerable amount of liquid, possibly submerged. When we told you that this is something that we cannot cover under our warranty, which protects only against manufacturing defects and not new damage, you started to accuse us and became rude. We tried to help you out by offering you a discount but you abruptly left. You had come back a second time saying we stripped your screw which we hadn't. It appears you had purchased a low quality repair kit that would not remove your screws. We removed the screw for you and advised that it was likely your driver itself that was stripped. The screw wasn't stripped as it wouldn't have been able to be removed with any d

Business reply on Google

Hi Lori, I'm sorry to know you weren't satisfied with our communication. I will reiterate that unfortunately, Apple is incentivized to give wrong information about third party repairs. If you're ever interested, you're always welcome to come in and we can show you all of our batteries for the phone you brought in, and show you that they are in fact original Apple batteries. As I explained in the email, Apple serializes their batteries and the phone detects when a new battery is installed. And as I mentioned there, if you swap batteries between two brand new iPhones, you'll get a "nongenuine" notification. This is an attempt to dissuade people from going with anyone but Apple for these services. But unlike Apple, we don't have a three month warranty for batteries. We actually have a one year guarantee that protects you from poor battery performance for an entire year after your original repair. Our policy is that if you do indeed want a refund, we are still happy to provide you one, but we just ask for our part back. Please let me know if you have any other questions or concerns, and I apologize if you felt that the email was scolding you. I bolded the word "first" because I felt we

Business reply on Google

Hi Kim, Thank you for your review. I'm a little confused. Your order was created a 2:07pm, and the note at check in said you mentioned your face ID wasn't working but that there was no error message. How is this now being attributed to the repair we did after that? As far as water damage and water resistance, I honestly feel we were very generous in doing a second repair for you for free, when we make it very clear that new damage voids our warranty. To understand Apple's take on water resistance, you can google and find the thousands upon thousands of folks who have never had their phone screens broken or repaired and Apple found their devices water damaged and wouldn't help them at all. We cannot defend Apple's water resistance claims, and I don't think it's being dishonest. We recreate a seal around the screens after we remove the original part and do our best to restore as much of the water resistance as possible. We don't, however, have any control over anything else that is impacted by the original screen damage. That means anything from a slightly warped frame to other weaker components. As far as the screens we use: they are the highest quality screens available. Just as Ap

Business reply on Google

Hey Rebecca, Sorry to hear about your less than stellar experience at our Seattle location. I'm pretty sure this has been mentioned to you already but whenever a device is heavily damaged as yours there are features that can fail when pressure is removed from the screen. Had the phone been brought to Apple they would've charged an "Out Of Warranty replacement fee" in all honesty, which is more than the device is worth. We attempted to help you out with your current issues you're experiencing which could be related to a defective part or even motherboard related damage from the original heavy impact. It's exceedingly hard to help someone when we are not given an opportunity to do so. As mentioned you're welcome to come back for us to have a secondary look and see what we can do to help. -The Team at Jet City