Face It

I've never stopped in here but have considered it. After reading the multitude of negative reviews I was leery of setting foot here. However, I know my experience may vary and was considering checking this place out.

What really sealed the deal for me to never drop a dime here is the way the owner has responded to his negative yelp reviews. His condescending, passive aggressive, arrogant attitude will be the downfall of his business. No customer wants to be treated as inferior, stupid or unappreciated and yet he has accomplished all of this just in his rebuttals/writings.

I for one will never support a local business who treats the locals like idiots. You speak of the big corporations and why local business fail due to the internet/global economy, BUT, YOU sir will be the reason your business will fail... For as smart and intelligent your responses are, your lack of customer service/is always right (swallow your pride, don't chase them away) you have proven to me your are the biggest VILLAGE IDIOT of all.

Take a lesson from SETH and his team at Mobile Madness and treat your customers with respect and appreciation and they will flock to see you. It's no surprise he has been successful for many years here in the valley.

*** to sum up... "don't bite the hand that feeds you!"***

I HATE giving bad reviews, and I've done my best to find the good in this place. Every time I've come in, I've gotten great customer service. I can't complain about the staff here at all, and the company as a whole really seems to have the whole process behind their business down.

I originally came in to have my shattered screen repaired. I was upfront with them about previous water damage, and they returned my phone to me in great condition; the first time.

A couple of weeks later I had to come back for a follow-up repair because the replacement glass was lifting at the top. Hey, shit happens, right? It's fine. They did the repair at no cost. I was informed that the glass for iPhones is in such high demand that they are sourced through a Chinese company whose adhesive is sub-par. Ok, whatever... just fix it.

Repeat this process twice. Upon pick-up for the third repair my phone was broken. The back light was permanently dim. I was informed that the problem was due to the internal water damage. This was the first I had heard of water damage causing potential issues with the repair. Apparently, according to the very nice employee, this damage had been exacerbated by the frequent re-opening of the casing. Yeah.

So now I have a phone that isn't working, due, it would seem, to their inability to source a quality replacement piece.

The best they could do for me was offer to send me away with my phone as-is, or to replace it for $75 with an equivalent iPhone 5.

They talked me into buying the new phone, which they sold to me at cost, because the water damage would eventually cause problems down the line.

Now... I know. The water damage was my fault, however, I feel I would have gotten a lot more mileage out of this phone had it not bee for their bad part sourcing. Maybe I'm being unfair. I have considered bumping their rating up to 3 stars, because believe me, I know shit goes wrong when repairing electronics. I'm just hoping that the cumulative effects of several bad reviews lights a fire under their butts, forcing them to get better about where they get their products from.

Final side note, their inventory manager was there while I was making my complaint. She asked my a bunch of questions that I could tell were more geared at writing a bunch more disclaimers into their contract, rather than trying to fix my problem. She had a very off-putting, cold, business woman attitude, that made my complaint less of a personal thing and more of a numbers thing. I get it, but at least fake some kind of compassion. The whole transaction was very heartless and corporate.

I came away from this whole deal with a desire to warn away iPhone users from getting their screen replaced here. Take a nice drive up to Portland instead and get it done by people who know what they're doing. All told I've wasted more time at Face It! than I would have driving back and forth to the nearest Apple store. Just today alone, I've wasted about 4 hrs here. Buyer Beware!