Malpractice by the Computer Doctors
When seeking out computer repair services in North Bay or anywhere in the Almaguin Highlands it’s vital to do your research first. Customer experiences posted online in the form of computer or iphone repair reviews can help you determine where to take your computer or ipad for service if things go wrong. We certainly wish we had read the reviews prior to taking our iphone to North Bay to repair a cracked screen.
It’s easy to make a website making promises of excellent customer care, another to deliver as Manager Douglas Scott says on the website at North Bay Computer Doctors.
My story of iphone screen repair doesn’t end happily, but perhaps my experience can help others determine where to go when they need to have computer repairs, ipad repairs or cracked screen repairs for their phone or tablet in the North Bay area.
1. On day one, the iPhone 6 was brought in for screen repair. A nasty drop and shatter at the hands of grandchildren was unfortunate, but what was to come when a repair service was sought out was small potatoes compared to having a spidery web screen on the iphone. Where to go, but North Bay. Since the cost of screen repair was less than half what it would have cost to repair the phone, we opted for North Bay Computer Doctors to repair the screen.
2. Screen was repaired and paid for and the phone returned. Unreported by the technician or sales person who took payment for the repair, it was noticed the finger-print scanning button on phone was not working. Apparently it was broken by the technician during repair. The phone was returned to the repair shop in North Bay Computer Doctors to have the damage caused by the technician who repaired the screen fixed.
3. Although the button was replaced at no additional charge after a few days wait for the parts to arrive, touch ID would not function – an important feature of the phone. The phone repair technician in North Bay suggested a software update would fix the phone. However, the phone was bricked on update (became unusable) due to use of counterfeit non-Apple parts by North Bay Computer Doctors. It’s important to note that almost all screens and phone parts used by third-party phone repair services like North Bay Computer Doctors use inexpensive parts obtained from non-authorized producers of these parts in China.
4. 30 days after first brought in, manager Douglas Scott promised a solution to the malfunctioning iphone (repair or replacement) by end of day. Yes, Sheldon Forgette, CEO – I was PROMISED a solution by end of day by manager Doug Scott. Now he probably wouldn’t want to fess up to such a promise in light of what was to follow, but three weeks later – still we were not contacted about the phone repair by this North Bay phone repair business. Despite the fact that on the website the company pledges - “Fixing your iPhone fast, right and with quality parts guarrantied for 30 days is our motto!” (pardon the poor spelling – it’s from their website at http://www.northbaycomputerdoctors.com/#!north–bay–phone–repairs-iphone-screen/c10t1 They also clearly state they are insured! That’s good, things could go bad and insurance is important if repairs are faulty and not carried out with the greatest of care.
5. 43 Days out I drop in to learn what is going on with the iPhone 6 repair. C.E.O. Sheldon Forgette informs me Apple updates often corrupt phones after repairs like this because in his words, “We use these cheap parts from China that aren’t authorized by Apple and Apple changes their software to make non-Apple hardware fail.” The techies end up spending over 24 hours trying to repair the phone according to Forgette and Scott.
6. 50 days out, still we have no phone, but I receive this email message in response to a request for fulfillment of promise from manager Douglas Scott made to me in person on November 11, 2015. His ideas of making things right seem to have soured: ‘In our liability waiver that you signed we are not liable for a device that cannot be successfully repaired for any reason.’
* NOTE to self: Fail to repair is one thing, damaging phone components outside of the repair requested, making that phone unusable is another.
I’m sympathetic to the problem that unauthorized parts are causing the Computer Doctors, but they are computer repair specialists! They make things right. The hypocratic oath compels doctors to uphold specific ethical standards. Part of that oath states of patient care: “I will take care that they suffer no hurt or damage.”
6. And so, 50 days after having brought the phone in for service we are left with the following options provided by C.E.O of Computer Doctors in North Bay, Sheldon Forgette Offer of resolution: refund repair fees paid and return irreparable phone they damaged. Ludicrous. Of course it’s not fair for a phone repair service to repair your phone by making it unusable and offer a refund because they couldn’t repair the cracked screen. The cracked screen is fine, it’s the phone that’s pooched. Software issues that arise from technician errors require computer repair organizations to take responsibility for their errors instead of hiding behind some vague disclaimer or waiver of liability.
Advice: Computer or device need a doctor: Do your research. To find a specialist in customer care who can care for your device properly, read the reviews. You can learn a lot about a business by seeing what others have experienced. Despite what computer and phone repair companies say on their website, what they do in practice matters most . . . and learning from other customer experiences like those featured on sites like YELP! and Google Business reviews can help you avoid the pitfalls of poor customer service, whether seeking out a computer repair service, or buying a good meal in a restaurant.
Still not sure how this will turn out, but we hope your computer, phone or tablet repair experience is better than the one we had in North Bay, Ontario.