Horrible Service
- Company Response
You brought a seriously water damaged iPhone X to us. We told you there was no guarantee with water damage, but we were able to get it back to you in mostly working order. Only FaceID wasn't working when we initially returned the phone to you. We did try to repair the FaceID for you when you brought the phone back to the store the second time. Any water damage repair takes time, this one was especially challenging, but we still spent days attempting to fix it.
You were told to bring the phone back to us when you returned from vacation so we could properly reassemble the brackets. You chose to return to the store a little over a month later (initial repair was August 15th, you came back September 19th). That being said, under no circumstances would a few missing internal brackets cause damage to your phone. There are no small pieces rolling around the inside of your phone, the cables don't magically disconnect and snap like a rubber band causing damage...it just isn't possible.
Any problem with your forward facing camera and flashlight is related to the initial water damage. They are both located in the same area of the phone (top of the phone where the FaceID sensor is located), the same area that sustained the majority of the water damage.
When you came back to the store with your phone, there was a line going from the top to the bottom of the screen in one area. We looked at your phone and could quite clearly see and feel a crack at the bottom of your phone, above the charging port, right where the line ends. If you are still stuck on believing that the brackets are the cause of all your issues, the missing brackets were located at the top of your phone...not the bottom where the phone is cracked. Also, again, you can FEEL the crack on the outside...on the LCD.
Regarding the battery, we did not replace the battery. Full stop. End of Story. The battery was not replaced at Dr. Digital. We did not steal your battery, we are not thieves. We have cameras everywhere and can prove with HD video footage that the battery was not replaced in your phone.
Your phone was damaged again. The LCD was broken. It is not the fault of Dr. Digital that your phone sustained additional damage over a month after the initial repair.
If you would like to continue this discussion, please call the store at 416-554-8176 and we will happily give you our lawyer's number.