"Where do I start? \n\nWith the false hope? The promises unmet? The astonishing laziness? The lack of understanding of even the most rudimentary customer service?\n\nLet's go back to the beginning. I called the folks here to see if they could replace a cracked screen on an otherwise perfectly functioning HTC EVO 4G. Meaning I could access all of the phone's features, but thought it might be nice to have a fresh, clear screen again. They said, \"Sure, we can do it for $59.99.\" I told them to order it. They said I had to come in and pay a deposit of $30.\n\nSo I brought it in, paid the deposit.\n\nProblem 1 - I get a call two days later from a clerk whose voice I recognize as the young man who first took my phone in and assured me it could be done. He said, and I quote verbatim because it is seared into my memory - \"Hi, I tried to order the screen from our distributor twice and they can't get it. And I don't have time to deal with it.\"\n\nWow. I am someone who has worked in retail, with 15 years under my belt on the floor, facing customers. If I ever said \"I don't have the time to deal with it,\" I would have been fired on the spot.\n\nAfter my initial shock, I told the clerk that the screen is readily available online as I was able to find it in 30 seconds and for about $10 shipped to me. I told him this and also expressed my astonishment that after paying a deposit that he would speak to me with such disrespect. He said \"Sorry,\" sheepishly and told me he'd try. I told him I was not in a hurry and was probably the easiest person on earth to deal with because I understand what a pain in the butt it can be dealing with customers at a service retail center. He was young, maybe 22, and I thought I'd treat him with kid gloves because I don't like to make a scene or cause issues, but I was still so surprised at how easily he was able to tell me he didn't want to deal with my issue.\n\nProblem 2 - A week later, the screen comes in. I bring my phone in and they tell me to come back in a few hours. I do. The screen is on. I leave, thinking all is good. Over the next 48 hours, the digitizer goes wonkier and wonkier and slowly recognizes less of my swiping and dialing, and I am unable to use the phone to do anything but fill my pants pocket. \n\nI call in, explain the situation after sharing with the person the exact issues. He says it could be a faulty digitizer and they could order another one. I ask if they can expedite it, he says they can but I'll have to pay extra. I inform them that they have not actually fixed my phone and are under original obligation to do so. This clerk turns out to have learned his customer service skills from his colleague, the first one I spoke to. He said I had to pay extra if they had to expedite any process. I ask for the manager and am transferred to a young man who identifies himself as such and also tells me he is the one who personally worked on my phone. I ask him if the information about extra costs for expedited service is true and he confirms it. But he does say that he will personally look at my phone to see what's up.\n\nI hung up frustrated and we agreed I'd bring the phone in for him to assess.\n\nProblem 3 - The next day, on my planned day to bring it back in, I wake up and my phone has now become a black screen, the wonkiness having been complete. I become very concerned that they have now killed my phone with a bad screen install, but am happy when I hear a preset alarm go off and the phone recognizes my standard downward swipe to shut it off.\n\nI bring it in and explain the situation to the manager I spoke to, the guy who said he personally worked on my phone (I am not naming him so as to personally shame him). I tell him I was able to hear my alarm and thus deduce that the phone itself is fine, but the original repair might have some loose connections. He says fine, we'll look at it.\n\nI call back in a few hours, and he says, yes, we were able to fix it. He tells me the tech he was supervising who fixed my phone did not reconnect things securely. I don't remind him that he told me the previous day that he was the one who actually did the work. No biggie, I thought, at least my phone is fixed.\n\nI go to pick it up and he hands it back to me. I run through the phone and it all looks good.\n\nThen, as I'm about to walk out, he says, \"Oh, and I wasn't able to get the loudspeaker to work. I tried to fix it like three times and it isn't coming up.\"\n\nI tell him it was working that morning, which he knows, and ask him how exactly I am supposed to hear the phone ring? He shrugs his shoulders and goes back to dealing with another customer. I walk out, stunned. \n\nNowhere along the line was I offered a discount for the shoddy service, an apology, or even the slightest sympathy that they had been the ones responsible. The franchise owner needs to either send his children-tech-clerks to some customer service training or expect that he is going to get a lot more reviews like mine. \n\nWorst. Service. Ever."^^ . "2014-10-21T00:00:00"^^ . . "0"^^ . "13"^^ . "1"^^ . "0"^^ . . .