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Old 06-09-2008, 08:17 PM   #1 (permalink)
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Hey ya'll,

I wanted to share a recent experience I had with BBrepairshop.com recently. I won't go into the details, but essentially, I was shipped back another person's Blackberry and had to ship theirs back for mine. When I got mine, I got another person's device again. Anyhoot, I was out on BBrepairshop.com until I received this email from their VP. I would highly recommend this company, if on customer service alone. I am pleased.

Reply by Wiredpuppy (me):

Hey David,

Thank you for your e-mail. I have to admit I wasn't expecting this type of response. I think that if I had planned to keep the BlackBerry, then I may have pressed more early on for some type of additional assistance to resolve the matter or even a refund. As you know, I decided to sell the device (the one that did not belong to me) and was washing my hands of the issue. Based on your feedback, I attempted to make another contact to see if I could get my device back from the other person, but was not received warmly. At this point, I became frustrated by the fact that I had to even bother with the situation when I did not cause the issue. Shortly after, I received an email from Yahoo! asking that I rate your service. I tried to be as fair as possible, because I think that you have a fair business, fair pricing, and a decent response to some of the issues I have had. I think you can understand it from my point of view.

I will admit that I am quite pleased by your response and gesture of refunding the money paid to repair my BlackBerry. I will keep an eye out on my credit card account and let you know if I do not see the credit post in the next couple weeks. On another note, I have decided to not utilize a Blackberry for the time being, but feel it is warranted, that I post these two emails to Pinstack and Blackberryforums for others to see. It is the least I can do to pay it forward and share with people the extra mile you have gone to satisfy an unhappy customer. Keep up the good work and I will keep you in mind when needing Blackberry repair or referring any of my friends who may be in need of the same assistance.

Regards,
David

On Jun 9, 2008, at 12:47 PM, David Van Tongerloo (BBrepair VP) wrote:

David:

I just left you a voicemail in regards to the issues you had pertaining to the return shipment of your BlackBerry (I understand your not wanting to return my phone call).

First of all, allow me to apologize for my lack of customer service in handling your matter, though I felt that I had exhausted all of my options in resolving your issues, my opinions are irrelevant. What is of the utmost importance is your satisfaction and it is obvious you feel that I had given you less than excellent service.

That being said, I am sorry and hope that we can do business in the future. I do not make it a habit of upsetting my customers and want to make sure that every issue is resolved in a timely and satisfactory manner.

In order to ensure that I make this right, I have issued you a full refund for your order. Though this may be too little too late I hope you see this as a gesture of me taking responsibility for my actions and a genuine hope that you will consider BBRepairshop for any future out of warranty repairs to your BlackBerry.

Please let me know if there is anything else I can do to regain your trust as you BlackBerry Repair Service Provider.

Once again, I cannot apologize enough for my lack of efforts in resolving our mistake and look forward to assisting you in the future.

Best Regards,

David Van Tongerloo
Vice President
BBRepairshop.com
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Old 06-09-2008, 08:23 PM   #2 (permalink)
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I'm confused - you never actually got YOUR device back?
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Old 06-09-2008, 08:25 PM   #3 (permalink)
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Default I didn't get my device back....

I did get the exact same device (model), but it was not mine (based on IMEI). I planned on putting it up for sale anyways, so just sold that one. The vendor couldn't have done much more for me, especially if the other person was not cooperative. I think it worked out for the best.
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Old 06-09-2008, 08:29 PM   #4 (permalink)
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Quote:
Originally Posted by wiredpuppy View Post
I did get the exact same device (model), but it was not mine (based on IMEI). I planned on putting it up for sale anyways, so just sold that one. The vendor couldn't have done much more for me, especially if the other person was not cooperative. I think it worked out for the best.
haha.. wait. so, you never got YOUR BB back, yet you received 2 other people's BBs? and then, you sold the other person's BB? AND, you recommend the company!? wow.
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Old 06-09-2008, 08:34 PM   #5 (permalink)
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Quote:
Originally Posted by Holz View Post
haha.. wait. so, you never got YOUR BB back, yet you received 2 other people's BBs? and then, you sold the other person's BB? AND, you recommend the company!? wow.
Well, if I could not get my BB back from the other person what do you recommend would have been a better solution?

Ever watch Reading Rainbow? LOL. Like Levar always said, "But you don't have to take my word for it."

Thanks for your comments and their contribution to my intent of the post. Have a great night.
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Old 06-09-2008, 08:36 PM   #6 (permalink)
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Yeah, I don't see how you could recommend a company that did this... I hope that was just a joke or a mistake in typing. Honestly, with companies as big as these, the VP is often the person doing the repairs (or not much higher). I wouldn't give them praise for customer service... not by a long shot. If anything, your post should make people cautious.
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Old 06-09-2008, 08:47 PM   #7 (permalink)
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Wow! I'm a Concern Resolution Manager. I hope if I ever screw up a customer's order TWICE they praise me for my customer service, too!
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Old 06-09-2008, 08:47 PM   #8 (permalink)
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Well, you could have returned the bb to the proper owner and hope that they would do the same. Even if they didn't, you shouldn't sell something that isn't yours to sell - what if it had a huge balance owed to the carrier and your buyer got jammed with a useless BB.

I would have just returned it to bbrepairshop and made them replace your bb with a fully functional replacement that didn't belong to someone else. I will not use bbrepairshop now....
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Old 06-09-2008, 09:04 PM   #9 (permalink)
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Yea, thanks for the post. Of course, selling the device didn't leave them very many options.

I hope this VP reads this. I have recommended them probably a several hundred times on this forum for repairs and parts.

Last edited by JSanders : 06-09-2008 at 11:02 PM.
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Old 06-09-2008, 09:08 PM   #10 (permalink)
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thats why I rather send my device to horizon ;) could you imagine if that BB had sensitive data on it a refund wouldn't help that situation out.
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Old 06-09-2008, 09:09 PM   #11 (permalink)
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Quote:
Originally Posted by JSanders View Post
Yea, thanks for the post. Of course, selling the device didn't leave them very many options.

I hope this VP reads this. I have recommended them probably a several hundred times on this forum for repairs and parts.

Yeah there are other repairshops (hint hint) hehehehehehe
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Last edited by JSanders : 06-09-2008 at 11:03 PM. Reason: edit my quote
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Old 06-09-2008, 09:09 PM   #12 (permalink)
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um I think the OP tried to return the device to its proper owner and was met with a old shoulder




OKA thought I saw OP did

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Old 06-09-2008, 09:13 PM   #13 (permalink)
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well as long as they were attempting to resolve the problem and were communicating with him. ultimately they didn't really resolve the issue but they did try and If OP is satisfied that is what matters as he was the customer.
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Old 06-09-2008, 09:17 PM   #14 (permalink)
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There's something very odd in all this. The OP sold a device that was someone elses, and the VP never apologizes for sending him the wrong device... twice! I dunno...

It might be interesting to hear the VP's side of the story.
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Old 06-09-2008, 09:19 PM   #15 (permalink)
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agreed Daphne

Im gonna call tomorrow
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Old 06-09-2008, 09:22 PM   #16 (permalink)
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ooh, this is getting spicey.heheh like a good soap opera!
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Old 06-09-2008, 09:25 PM   #17 (permalink)
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Please report back.

I really feel embassed myself for them> Like I said, I've recommended them many times. I hope there are two sides to this story.

Last edited by JSanders : 06-09-2008 at 11:03 PM.
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Old 06-09-2008, 09:28 PM   #18 (permalink)
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Wirelessly posted

LOL.. I hate when I get the "old" shoulder too... Wayyy worse than the new one!

Last edited by brtriggs : 06-09-2008 at 09:32 PM.
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Old 06-09-2008, 10:28 PM   #19 (permalink)
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Quote:
Originally Posted by ezrunner View Post
agreed Daphne

Im gonna call tomorrow
I'm wondering...

Did the company try to contact the person who got wiredpuppy's BB? I'd think they would, or should, have contacted them and demanded the BB be returned. I suspect there are lots of missing details in the OP's post that would help the story make more sense. But, if they really did send the wrong device to the wrong person 3 times, something is seriously wrong with the way they run the business.

Maybe someone ought to email David Van Tongerloo and suggest he post here to clear this up and possibly salvage his company's reputation.

Edit... anyone here in Houston?

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Old 06-09-2008, 10:50 PM   #20 (permalink)
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Although I do not post very much to the forums, I do monitor them from time to time since we are a sponsor and it is important that we know how we are doing. I like to read the feedback here since it is very honest. I love our cheerleaders, but we never learn how to do a better job when we are told we are doing everything right. Most of the changes I have made to our company has been due to easedropping on this forum.

We have repaired almost 45,000 BlackBerry phones since 2005 and are the world's largest dedicated, out of warranty, BlackBerry repair facility. Our faithful and satisfied clients are who made us who we are.

We have a fairly fool proof system to keep units from being mixed up. When you fix 150-700 units a day, it's pretty tricky keeping them organized. The fact of the matter is that this situation has only happened once before and it was quickly rectified. So, this is the first time it was not fully rectified to my satisfaction.

I agree that it is inexcuseable and corrective actions have taken place. I unfortunately was not available when this happened (in the hospital) and did not find out about it until it was too late. For the record, we did not ship out the wrong unit twice. Since we crossed two units up, we sent an overnight label to each customer to have them ship the units directly back to each other to quickly resolve the issue. It seems, from what I can take, the other customer shipped Wiredpuppy a used unit that did not belong to him and kept his.

I feel that just one unhappy customer is too many. At this point, wiredpuppy is happy, so at this point we do not have any unresolved issue with any of our clients. If at any time, anyone has an issue with my company, something we sold or one of my employees, please feel free to contact me directly. My office is 713-333-6363 extension 707.

I know I have been rambling, but what I am trying to say is this, I, and 15 other people at BBrepairshop.com work very hard every day to be the best at what we do. Everyone eventually makes a mistake and it has taken us a few years for us to make a bad one and of course, it went public immediately. I do not want that to jeopardize our relationships with our clients and would hope that our customers and prospective customers believe me when I state that we stand behind everything we do and sell and will continue to work even harder to earn your business everyday.

I appreciate everyone's support in the past and in the future.

Best regards,
Paul Normand
CEO
BBrepairshop.com
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