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The customer is inquiring about the status of their phone repair and expressing frustration over delays in service.
Other Response Scripts
100%
Okay, great. All right, I'll send the tracking to 516-941-5047.
85%
I'll give you the tracking number. Okay, yeah, could you please? You ready to write it out? Yeah. Okay, so it's 1-Z as in zebra. 1-0, you said? No, 1-Z as in zebra. Oh, okay. G as in gold. Okay. E as in energy. Uh-huh. 5-2-7-6. Okay. 0-3-1-1. Okay. 5-7-4-0. Okay. 4-6. 4-6. And what is this, UPS? UPS, yeah. UPS.
85%
I can help with that. Please go to your Settings, then tap Apps, find Messages and tap Clear Storage. That should fix the delay.
85%
We should bring your phone back. It's probably going to be sent out tomorrow. You should get it in two days.
85%
Okay, then we'll go ahead, we'll bug it up, and we'll send it on Monday.
75%
Alright, and you wanted this stripped or is this for a pickup? I'm sorry, oh, it's ready? Yes, it is. Thank you so much, I appreciate it.
75%
Alright, you're all set. It should be there either Thursday or Friday.
75%
So what I have here is I have 7-S-T-R-O-P-K-O-V-C-T. The court is Monroe and zip code is 10950. Yes, apartment number is 311.
75%
Okay, so this is an old ticket, 6569. Yes. Okay. Okay. Okay. We'll go ahead and we'll send it today to Florida. We have your Florida address.
75%
Okay, fine, fine. But I'm just going to, okay, thank you. I'm just going to tell her to pick it up.
75%
I'm going to charge you right after this.
75%
I'm going to speak with the manager. We are sending this out right now.
75%
Yes, the new shells did come in and you said that they would make a rush for your phone? You should be ready for tomorrow.
75%
All right. You're all set. And then the address on file is 407 Nishina Lane, apartment 2A. Pikesville, Maryland. Right. 21208. All right. It'll be sent out today.
70%
Okay, no problem. Thank you, sir. I appreciate it.
70%
We will send you a new one for free.
70%
So, yes, this phone is repaired.
70%
Yes, it's ready to be picked up.
70%
Right we're all set. It should deliver within two days.
70%
Thank you so much for sending the phone. We'll look out for it. We'll find it and we'll be sending it right back, okay?
70%
All right. Perfect. Thank you.
70%
Your phone is ready.
70%
Your order is going to be delivered Thursday, November 6th.
70%
Yes, it's ready for pickup.
70%
Yes, it is ready.
70%
Okay, you sent it to the right address.
70%
Yes, it's ready.
70%
Thank you very much. No problem. Have a nice day.
70%
All right. Your phone should be shipped out today, all right?
70%
Yes, he just finished it.
70%
Your phone is ready.
70%
Your phone is ready. The technician finalized that a few minutes ago.
70%
We will ship it out, thank you.
70%
Yes, your phone should be ready in two hours.
70%
Your phone should be shipped out today, all right?
65%
All right, so we'll have the shells repaired on these phones. I also need the email address.
65%
When you call back, just let us know, and then we'll pay for it, and then we'll ship it out.
50%
The phone has been fixed. Did you want it back or are you going to pick it up?
50%
Yes, your phone is here. Once it's repaired, it will be sent back to Muncie, alright?
45%
So it's going to be sent out tomorrow because our package already got picked up today. It was created and we're going to pack it up right now. So it's going to get picked up tomorrow.
45%
So we will try sending you your phone as soon as possible. I will tell them to fix it right now, and we'll send it to you.
45%
You live in Lakewood, you said? Yes. So I don't know if we'll be able to ship it out today. It might be shipped out tomorrow. You'll have it the day after.
45%
I'm going to go ahead. I'm going to call the store manager, okay? And I'm going to have to give him the option to either finish the repair or just take that. And actually, I want to hear from him what happened and what's the scenario.
45%
We do request to hear from you. We do need you to be understandable, and we do need you to understand, okay? And follow the process if you want to get a word out.
45%
If you see a call from this same phone number that you're talking to right now, please make sure to pick up because it's him, okay?
45%
Alright, I'm ready. Five, three, three, nine, four, nine, four, one.
45%
An expiration? Oh, wait, hold on. I think I messed that up. This is an invalid card. Um, so five, three, three, nine, four, nine, four, one, seven, zero, seven, four.
45%
And the expiration? Zero, eight, two, nine.
45%
Alright, and the CVV code? Seven, three, four.
45%
1400 Reed Place, Lakewood, New Jersey. Reed is R-E-E-D or R-E-A-D? R-E-A-D.
45%
What's the code? 0-8-7-0-1.
45%
Okay, so yeah, R-E-A-D. Do you have the card? Okay, here, just give me one second. I'm getting the card.
45%
If you input extension 408.
45%
If you don't get a call back by 3 p.m. tomorrow, then call us, alright?
45%
Okay Malky, okay. I'm going to put you, unfortunately... Well, first, let's see if you're on the system, okay? That's the first thing that I can check. Malky Tan, correct? Right. Did you give us any other name by any chance? We have many, many Kahan, but I need to make sure. Are you familiar with the name Hinda Kahan or no? No. No, okay, so that's not you. Okay, so I'm going to put you in a brief hold, okay? I'm going to call the Muncie Store and I'm going to call the Repair Store as well. So will you be able to get hold of me for three to five minutes, Malky? Yes, yes, please do. I'm a little nervous that I got lost somewhere. I don't know. Thank you.
45%
I'll see you later. I come to the bar park store, right? There's only one entrance.
45%
Yes, you can send it. The repair is a broken shell, so it would be $75 plus tax, and the shipping is $15. It's two day shipping.
45%
Can I have the address, please?
45%
All right. Dorian. D-O-R-I-A. I-A-N. As in manatee? Court? I said court. Mm-hmm. Berkeley, New York. And zip code? 11691.
45%
So the shell repair should take about once or two days, but I just need to know to make sure if there's any other issues with the phone.
45%
So what we can do is we can send you a brand new device. We can send it right to your house. So I can just get your address. I'll be able to send you a brand new fake two pro.
45%
Okay. 14 Apple and 14 land road monsoon New York. Not actually in monsoon, New York. 1 0 9 5 2.
45%
So can I have, like, the name that'll be on the package? It's called Bradley Hoover.
45%
If you can find that tracking just so we can figure out where it is, that would be great.
45%
Yes, so I'm going to try to find that. And yeah, if you could look through your system as hard as possible, that'd be great.
45%
I'm going to call the manager that received your phone while we're talking because I really want to get your resolution now. What is your tracking number?
45%
You want to call back on this number? No problem.
45%
I'm going to ask them one more time. And I'm going to require them to give me a proper answer. And then I can reach you back if you want.
45%
You can call back this number, okay?
45%
I can give you the tracking number. One second. Can I text it to you?
45%
I'm texting it to you now. Stay a moment.
45%
You can call us back by 5 p.m., yes.
45%
So we're going to have to try to find some sort of verification of where your phone went. Is there any way you can get USPS to give you the tracking number for the order?
45%
Okay, so if we can get the tracking number so that we can locate your order, that would be great, because we won't be able to find it.
45%
Whenever you can, please go ahead and send me that, okay?
45%
I can send it out to you. I need the address. The address is 20 Cardinal Court, Lakewood, New Jersey, 08701.
45%
Can I have your address, please?
45%
Let me just bring it up so we can get started.
45%
Do you have another card number you can try?
45%
Can I get your first and last name, please?
45%
Can you spell that for me?
45%
Can I give you a call back by this number? Like, when? In about 10 to 15 minutes.
45%
Let me just double-check. I said D as in Dog. E, like Energy. M, as in Mary. B, as in Boyd. I, as in Igloos. M, as in Tom. Z, as in Zebra. E, as in Energy. R, as in Robin. Right?
45%
If you want, we can send you an e-mail confirmation from our e-mail, okay? Saying that we actually sent it and then so you can process the claim with USPS.
45%
Let me call them and you should check at your end if you found it anymore.
45%
Is it the smaller version or the bigger version? The bigger version. Okay, so the Fig 2 Pro, and you sent it for a camera. Is it the selfie camera or the regular camera? It was a regular camera. Okay, let me check.
45%
Yes, we need the tracking number to see where they dropped it off. Let me get the tracking number one more time.
45%
If I give you again or you have it from yesterday? No, it wasn't saved yesterday, so I'll give you one second.
45%
I can help with that. Please give me your first and last name so I can check on your phone.
45%
Yes, call them, ask them what they sent your phone number so that we can look it up.
45%
You can email us if you wish to. info at bigcosher.com
45%
Okay. The phone essentially should be ready. I'm going to go ahead. I'm going to call the technicians and technician manager to see what's going on here. Okay?
45%
If you can call me back, if you want to call me back either tomorrow or you can. If not, I will ask the guys to call you back. Okay?
45%
Yes, so he... What is that? So, he wants to go get the information from me. Okay. Correct. Okay. Originally, it was supposed to go to Minneapolis. Okay, so can I have that address? Yeah. He said you'll have it in the system, but... Well, he still has it in the system, but I don't. Oh, I got it, I got it, I got it. Yeah, I know. I just have to look and find where I have his... Oh, you know what? Let's go into FIG and put it on that.
45%
You want me to text you this number, right? 912-713-4660? Yes, please.
45%
The address is to Zev Weinberg. Zev? Oh, Weinberg. Weinberg, W-E-I-N-B-E-R-G. 3-1-1-5, Ottawa O... 3-1-1-5, Ottawa O-T-T-A-W-A, Avenue South, St. Louis Park, Minnesota, 55416. 55416. Ottawa Avenue, 3-1-1-5, Ottawa Avenue South, St. Louis Park, 55416. Correct.
45%
I can have someone pick it up from Brooklyn. Sure. Thank you. I'll go ahead and do that.
45%
I'm going to request that somebody look up for it. If we don't find it, we're going to have to send you a new phone.
45%
Can you send me a picture of that pamphlet, please, so I can tell you if it's from us or from the store?
45%
I can help with that. Can you please tell me your name or your ticket number if you have it?
45%
So the address that we send it to is 1501775Rd, Apartment 2A. Can you confirm if that's correct?
45%
You can try walking down there. It may be at the reception. They have like a small reception.
45%
Let me see if I can send you a picture of how it looks. I'm going to send you a picture to your email address with a UPS picture that they put.
45%
I'm going to give you a number. I'm going to speak. We just opened 15 minutes ago.
45%
I'm going to make the calls that I need to make with the right department. And then I'm going to be calling you back. Okay? Today.
45%
We don't have phones to send right now. Even though if you want to send your brand new phone, we don't have phones. What we can do for you is we can pack you up a loaner phone today, send it out to you, and you will be getting it tomorrow. Along with it, we will send you a label, okay? Just a label so you can pack up the same box that you will receive with the loaner, put the label outside the package, and send the phone in. Because right now, again, right now we don't have phones to send. We are completely out of stock, and it's going to be like this for a few more weeks.
45%
I need the address. The address is 20 Cardinal Court, Lakewood, New Jersey. The building number is 20.
45%
What's the code? 08701.
45%
And then can I get your first and last name please? My father gave it a name Aryeh Hershkowitz. Can you spell it out for me? A-R-Y-E-H. Hershkowitz, H-E-R-F-H-K-O-W-I-T-Z.
45%
Yes, we take your card over. We charge it to be $75 plus tax and $50 shipping. And it's two day shipping.
40%
I'll give you a call. I'll note your number here.
40%
Yes. Okay, how long does it usually take? The screen wasn't working on the top. Everything else. So that's the shell repair. So at the moment, we do not have any more shells. So we're waiting for a shipment for a shell. And once we get that, your phone will be fixed in one to two days. But we have to wait until we get more shells.
40%
We are going to do our best to make it as fast as we can. Otherwise, call me back on Sunday. Or if you're closed, then Monday. As soon as possible.
38%
You should be expecting a call either later today or tomorrow.
35%
Alright, let me check. Do you want a second? Thank you, sure.
35%
I just spoke with my supervisor. I just needed a couple more pieces of information from you so we can put it in our system. And your phone should be fixed within 24 hours if there's no complications.
35%
What they can do is they can fix the phone with a refurbished shell, and that would be done this week.
35%
Yes, they said that we can do that. So for the refurbished shell, the repair is $50, and then for the new shell, it's $25 more.
35%
So when we repair your phone now, you'll pay $50, and then if you do want to get the new shell after that, you'll just pay another $25 and you'll get a brand new shell.
35%
I could pass you over to your supervisor and you can talk with them, but this is the only thing that I am able to offer you now.
35%
You will have to pay for the refurbished shelf. It's $50, but once we have the new shelf for free, I could give you then the new one.
35%
Alright, great. What's the address?
35%
So, then if you want it to be shipped, then it would just be that $15 you're bringing it.
35%
Okay, I'm ready here. So, you're going to be charged $15 for the shipping.
35%
All right. And now, you're just going to use your address that I'm going to send it to?
35%
Okay, wait, I'll look up for it. One second.
35%
Should I send you an update immediately? By email or by call?
35%
Okay, and- What number do you have for me?
35%
Perfect. Okay. And so you just have to pay for this repair. I see the total comes out to $97.99. You want a credit card?
35%
I'm going to put you in a brief hold, okay?
35%
I'm trying to look up for it so that I can get you a case number, a ticket number, at least.
35%
Let me check. Give me one second, please.
35%
Like I wrote in the note, just give it a general checkup. Make sure everything else is fine.
35%
You can call me back until six p.m.
35%
Let us first try your number, because most of us have the same name. So what is the number?
35%
Sure. What is your ticket number?
35%
Sure, you can call, no problem.
35%
Or call tomorrow or whatever, just in case I don't hear from them.
35%
I'm going to put you in a brief hold. Okay? I'm not going to hang up. I'm going to call the person responsible of your case and I will be right back with you.
35%
I'm going to have to call the person that received the phone, okay?
35%
Sure, I can check your ticket number. Sorry? What's your ticket number? Oh, one second, let me tell you. It is... Sorry? 8-8-3-7-1. Please forward... Can you tell me one more time? 8-3-7-1. Alright, let me check on that, alright? Give me one second.
35%
I'm going to go ahead, I'm going to make some calls to the store. We're going to help you. If they can't find it, we will have to send you a new phone, okay?
35%
Okay, we will ship it there.
35%
Sure, I can take a look for you. What is your name?
35%
Okay, David, can I have your phone number, please?
35%
No problem. Can I have the phone number?
35%
Yes. It was just finished. So did you want to get it picked up or sent in?
35%
Your phone is not ready but we'll call you when it's ready and then we'll get all the necessary information. Do you want your phone shipped or are you going to pick it up?
35%
We're receiving new shelves this week. So we'll be able to start working on your phone at the end of the week.
35%
Do you remember what kind of background picture you have in your phone or no? No. It was my wife's phone, so I don't remember.
35%
Yes. What's the ticket number?
35%
I can try. Okay, it's 718-971-5292.
35%
Okay, I still need a name. Can I please have a first and last name?
35%
Please allow me two minutes to take a look.
35%
I would say around 3 p.m.
35%
So I'll call at like 12 to see, at that point you can tell me what you're up to, right?
35%
I'm going to put you on a brief hold and I'm going to call him, okay?
35%
I just need your tracking number to check to see exactly what's going on because I don't see a phone linked with this account.
35%
When you have the tracking available, call us back so we can see exactly what's going on, all right?
35%
You paid in the store? In the store, credit card, cash money, right away.
35%
Okay, in the store, you paid credit card or with cash so I can take a look?
35%
You paid on October 16th, correct?
35%
Can you just repeat it and make sure you have the right address?
35%
What is your last name? Meryl. M-E-R-Y-L. Bela Meryl.
35%
You can call in the morning.
35%
Call tomorrow morning.
35%
Call at like 10-05.
35%
Sure. Do you have a ticket number?
35%
Let me contact my supervisor, let me first just get your name.
35%
Alright, and can I get your first and last name? Sure. I think I wrote Benjamin Pretter. And your last name was what? Pretter. P-R-E-T-T-E-R. P as in popcorn. P-R-E-T-T-E-R.
35%
Alright, so let me go see you in a second.
35%
Alright, I'll check. Give me one second.
35%
Yes, let me check to see what's going on, all right? Give me one second.
35%
Please allow me one or two more minutes.
35%
We agreed that we will replace the phone once you're back in the U.S. So, when are you going to be back here?
35%
Right now, we will have to wait until we know that everything is set up there. And yes, we will go from there.
35%
Yes, we have to wait until you come back here, as we agreed when we spoke on the phone last time.
35%
Okay. Tell me when you're ready.
35%
Yes. Okay. You take, do you take American Express? Yes. Okay. Let's do that.
33%
Apparently, we received the phone. I need, I should have a status so far because we received it over almost nine days ago.
30%
Right now it's in the middle of data transfer, so he said it'll probably be ready by the end of the day.
30%
We close at 6 p.m.
30%
Antonio is not here, unfortunately, but they are working on your phone.
30%
Do you know which guy was at the counter? Do you know when he's going to be in?
30%
Yes, he is in. So, can I speak to him?
30%
Okay, there seems to be a miscommunication. They were under the impression that your texting was not working. So let them figure it out. Let them see if it's working.
30%
Okay, you'll get a call back in less than 15 minutes.
30%
Yes, you had a new shell? For a Fig Pro? Yes. My Fig Pro that they have to change the casing because it broke, right? Yes.
30%
I can look it up. Okay, because, like, this would need to be done. I don't know. I'm very frustrated that I can't get through to anyone ever, and I really need this phone. And I live in Wisconsin, so either way it's going to need to be.
30%
About two days.
30%
Yeah, so it's like in a clear black bag and it has like your name and number on it.
30%
There was some sort of misinformation that caused your package to not be fully put into the system. And that's why it didn't show up anywhere. So it was missing information. But now it's set to the system and it's organized.
30%
So we're actually out of Fig Mini shells, so we wouldn't be able to work on your phone until we get new Fig Mini shells in.
30%
So they would use a refurbished shell. So it wouldn't be a brand new shell, it would be a refurbished shell.
30%
So, at the moment, the reason why your phone has not been finished yet is because we ran out of big mini-shells. So, if you would like to get your phone repaired today or tomorrow, we could use a refurbished mini-shell. But if you would like to wait for a new one, then you have to wait for the new ones to come in.
30%
The refurbished shell is $60.
30%
I'm sorry, let me get you a supervisor, give me one second.
30%
It's just that I want to send you your phone, but I don't have any shelves, so I would give you a refurbished one, which is just as fine as a new one. It's just less to use. You're paying less, and when I have the new one, then you can get the new one for free.
30%
Yes, we are opening in Lakewood, but the store is not open yet. It's still under construction, almost done, but I don't know if they will have repairs over there right away.
30%
Yes, so that I will be able to do.
30%
Yes, newer phones, like newer iPhones, they have technology that stops it at 100%. But older, like flip phones don't really have that. At 100%, you should pull it out, yes.
30%
We will call you when it's ready.
30%
First of all, I think you shouldn't have to take your phone to repair if it fell into water. Usually, when the phone drops into water, the technician or the store manager can take the decision of taking it or not, okay? So we shouldn't have done it because, well, we're having this problem now.
30%
You know that water-damaged phones can take some time to be repaired? Water-damaged phones can take some time to be repaired. It's a very, very, very complicated repair, okay?
30%
We do expect understandment on your end, okay? I can understand very well, but if there is no communication at all, that I do not understand.
30%
Thank you so much for your feedback. I really appreciate it. And, yes, I'm going to have to call, and then I'm going to have to let you know, okay?
30%
I will call you when it's ready.
30%
Hopefully on Sunday it should be good.
30%
What are your hours on Sunday? 10 to 3.
30%
I will try my best.
30%
We're very, very busy.
30%
Okay, Holtzman, I'm trying to reach Williamsburg. He's busy with many, many customers right now. He cannot pick up the phone. He's going to call me as soon as he stops being busy.
30%
I will tell him, yes. He knows.
30%
Sure, and do you have a ticket number?
30%
Okay. Can I have your first and last name, please?
30%
So this would be a $75 repair. It seems like this phone was here for a while. So if we're going to waive the shipping fee, so the shipping will be free two days.
30%
It's $35 plus tax.
30%
Yes, it will be shipped. We've been waiting for the card number and no one has ever given us a call back.
30%
Usually once you ship it out, how long would it take for it to get to there? Two days shipping.
30%
No, there is a fee. That's what they told me.
30%
No, there wouldn't be any other number. The last few days, I know there was a big message issue that there was like a thousand calls, but it should be fine now.
30%
Based on the information that you gave us, we're going to look for your phone. If we cannot find your phone, then we're going to have to send you a replacement phone.
30%
If we cannot find it by tomorrow, then we're going to send you a replacement phone.
30%
I don't see it there currently. Our associate is unpackaging them all and calling to let them be called. Once they get to your package, you'll be notified if there's any additional information that we need.
30%
A ticket number? Yes, that would be for a repair that was put into our system. You don't have a ticket number for this?
30%
Once it gets put into our system, you get a ticket number. And that's what we sent you a package.
30%
I spoke with the Monster Store. The phone is not in the Monster Store yet. So it should be in the Board Park Store. I'm going to go ahead. I'm going to call them right now. I'm going to rush a little bit. And we should have this done before we leave.
30%
Okay, but get back to me and let me know where it is. Because you told me on Monday that you're going to run this. Yeah. Or the Thursday. Okay. You're right. Okay, then I'll be in touch.
30%
Your call will be ready in about an hour and a half, two hours.
30%
Yes, it definitely be able to fix it.
30%
We would repair your phone, we wouldn't give you a new phone.
30%
When we repair your phone, right, we replace the parts that are not working.
30%
If it was, you just can't repair it?
30%
You could save this for, you know, someone else.
30%
Yes, I spoke with my manager. So we can give you $10 off.
30%
So after the $10 off, it comes out to $65.
30%
As soon as we have an update, hopefully today, we will send you an update immediately.
30%
Amazing. We'll call you there. I'm going to find out about your phone now, and we'll be calling you right back.
30%
Unfortunately, if you didn't purchase the phone directly from us, we cannot do that.
30%
But we will make sure the phone works in perfect conditions and we'll send it back to you, okay?
30%
Thank you so much for your patience.
30%
Yes, you have your phones here. There is no information on what is wrong with the phones.
30%
It'll be two under two days shipping, so you should be getting it soon. Now it is the holiday weekend, so it may get it like Tuesday because of the holiday.
30%
If we do end up finding the device, we're definitely going to call you back and let you know.
30%
I can try to look for it, but I won't know if it's actually here without its tracking, but I can look.
30%
I did look through the package that we have received so far, and I don't see it. So maybe we haven't gotten it yet. It might come in tomorrow.
30%
Yes, your phone is repaired. So you're sending it back to me? Let me make sure I have all your information. Give me one second, please.
30%
All right. Now it's going to come out to $97.99 plus tax and $50 shipping. It is set for two days. How much is the shipping? $15. Okay. And so it will be shipping out today. UPS picks around nine to four. So we'll be counting this business day.
30%
I'm unable to get a response right now, unfortunately. I'm not physically in the store. That's why I cannot go ahead and look up the phone for you. I'm going to continue trying to call the store manager.
30%
We close today at 1 p.m., by the way, so we can get this situation done and have your phone on the way to you as soon as possible, okay?
30%
As soon as I have an answer, I'm going to call you right back to the number you gave us yesterday.
30%
It should be done in one to two days. I should have it back in the middle of the week.
30%
I'll try to get it pushed to the front, alright?
30%
Once Moshe comes in, we'll be able to confirm it and it'll get shipped out, alright?
30%
Since that is not fully ready yet, I'm going to go ahead and, as the technician said, I called him and asked him to see what's going on. Okay? So, yeah, I'm going to see again one more time if you want. And, yeah, as soon as we have something, Joseph, we will call you.
30%
One to three days.
30%
Your phone is still, it's not ready yet, Elliot, and we are working on it.
30%
Well, if the price is subject to the technician review, okay, if when, I don't know, when you call me, you tell me, yes, the phone has this, okay, and I give you an estimation of the price, I tell you, yes, this may be this problem, and this is how much it's going to be.
30%
I am so sorry, Elliot. Usually, that is the estimation. That is the maximum amount of time that a permit takes.
30%
Unfortunately, I don't see it ready yet.
30%
If they told you that it's going to be ready today, you should. Once it's ready, we will call you.
30%
No, we close at 6 o'clock.
30%
I appreciate your feedback.
30%
Wilhelm, I just called the person. He will go through the phone. That should be good. Would you like to stay on hold with me? It's going to take like 15-20 minutes for him to call me back.
30%
Right now, I'm going to be told if the phone is ready to pick up in Monday. That is what Mr. Mason is asking for.
30%
I will call you back as soon as I have a call from him.
30%
Okay, if it says that it was received by Benjamin, that means that, yeah, we received it. That's the store manager saying. Okay, if you weren't called, that means that we don't have any updates for you yet, okay? We should have an update hopefully by Sunday.
30%
We will, yes. You have my number, 224?
30%
I'm going to check with technicians. I'm going to push them a little bit so we can have it as soon as possible, but I don't see it in the system also, so that's alarming.
30%
I will have to check with the repairman to find your phone and put a name on it.
30%
Yes, we received it. Once your phone is fixed, we will call you, and then you can either get it picked up or we can send it out.
30%
It should be done within a day or two. Yeah, a lot of phones in, so it's a little backed up than normal.
30%
Yes, once it's finished, we'll be calling you back.
30%
Right, yes, we definitely received it. Once it gets fixed, we'll be contacting you for further instructions, all right?
30%
Okay, so it's not tied with your actual phone that you sent in? When did you send your phone in? I mailed it two weeks ago. It should have been there a week ago. Two weeks ago, okay. And you sent it UPS, USPS? USPS. Okay. And do you have the tracking number? No, I don't. That's the thing, I don't have it.
30%
Can you tell me my address? What's the address? 410153 Drive, Apartment 1016, Miami Beach, Florida 33140.
30%
Yes, we close at 1.
30%
I'm going to send it. Should be an hour, yes.
30%
We do so one two two four Avenue J they do repairs there as well they only do shell repairs.
30%
You open at 10 o'clock.
30%
We will ship it, we will ship it, okay? We will try to send it today, but usually on Fridays, because we closed earlier, UPS don't pick up. So it may be picked up by Monday, okay?
30%
You don't have to, okay? I know that you're frustrated. I'm doing my best to help you.
30%
Yes, the phone was fixed and it's being shipped back to Monty. I'm not sure where the shipment is at the moment. I don't think it's there yet. I'll call the Monty location on Tuesday or Wednesday to see if it's at the store.
30%
I don't see any phone arriving from you so far. Do you have the tracking number so I can take a look at it?
30%
I'm going to wait for a traffic number. I requested a traffic number to the person that needs to ship the phones. So, I'm going to have a traffic number for you today in 30 minutes, okay?
30%
No, the warranty is two months for hardware, six months for software, and a year for networks.
30%
So I'm looking here. This is Fig2Pro. Let me check to see if it's ready. I'll give you a second, please.
30%
No problem. So it'll be $40 for the repair and it'll be $15 for the shipping.
30%
It's going to be? One moment. I couldn't hear you. $40 plus tax. $15 for the shipping.
30%
If you come later in the day, we'll go out today. And then it will take 1 to 2 business days.
30%
It seems that you're waiting for a shell repair. Is that correct?
30%
We do not currently have any shells, so any of the shell repairs will have to wait until we say you order them shells, and we have not gotten that yet. So your phone will not be available.
30%
This show up here is a $75 repair. It's $15 shipping, so it comes up to like 90-something tax.
30%
I'm going to try to get back to you today.
30%
Let me check to see. No, it is not ready yet.
30%
Let me ask my supervisor, all right?
30%
Yeah, I can actually send you a tracking number.
30%
Do you have a ticket number for the repair?
30%
Can I get your first and last name, maybe?
30%
What is the address that you gave them?
30%
Okay, so I have it here. There's two tickets under your name here. Was it for a new shell and camera?
30%
Okay, so I have your phone here. It says under here that it was for a pickup, so they were waiting for you to pick up the phone.
30%
Yes, I'm guessing that under your name, Caspo said that it was waiting for pickup, so we've been waiting for it to get picked up here.
30%
Okay, and is there any way for you to confirm to make sure that you were charged already?
30%
It's $15 for shipping.
30%
Okay, no problem. This is for... Was this under warranty?
30%
So, what happened here is that we actually used your label to send your phone. But it seems that we just look up for your phone and we don't have it. So, we did send it. And it seems that USPS lost either they never put it in the system or it got lost by USPS.
30%
On our end, what we will do is just in case, we will look up a little bit more. And, of course, USPS is going to tell you that they never – USPS will have no idea from the get-go. So, have in mind that they manage hundreds and millions of packages a day and they won't really know.
30%
Usually, if we have USPS, usually they come and pick it up directly.
30%
Thank you so much and I'm so sorry for the situation.
30%
I do see this is delivered on the 16th of October. And your account has two pairs under its name, and they're from September. Let me check to see your point.
30%
So we have your phone. It's just it hasn't been repaired yet because we need new shelves. And we have been waiting on the order for our new shelves. It should be coming at the end of this month. And then we'll be able to start picking you up on it.
30%
Yes, so we'll contact you once the phone is fixed.
30%
And then they're going to ship it back? Yes.
30%
If you sent your phone in for a shell repair, we still have not received the shell parts yet. So until we get the shell parts, we won't be able to start fixing your phone.
30%
Did you put a down payment for that loaner phone? They didn't ask me for anything. They just mailed me a loaner phone.
30%
For some reason, the phone is ‑‑ we have to look up for your phone because for what I'm seeing, for what is looking up here, the phone, I mean, it looks like this paper wasn't either found inside the package or didn't come with it.
30%
We will use that as a reference. But it's going to take some time, okay, for us to look up for it.
30%
We're trying to see exactly where your phone is located. They may have dropped it off at the wrong building, so we're looking for it now.
30%
All right, we'll have information on it. We'll call you right back.
30%
No, it's not ready yet.
30%
We're close at 6.
30%
Let me see. I'll give you a tracking number. Let's see if maybe that will help.
30%
If I give you the FedEx number, will you be able to help me?
30%
The FedEx number is only to show me when it was delivered.
30%
It's possible it was just left outside, and they have no idea.
30%
We just have to find the phone.
30%
So you definitely have it. It's just something not... The phone is definitely there.
30%
Okay, Mr. Harowitz, you brought the phone in two days ago. The phone is not ready yet. We are waiting for parts still, okay? The parts didn't arrive yet? They were supposed to arrive yesterday. Yes, no, they didn't arrive yesterday. Once they arrive, your phone will be done in no time. But for now, we are waiting for them, okay? Once we have the parts, we'll fix it.
30%
If they told you that they were arriving yesterday, they should arrive today or by the end of this week.
30%
Sure, of course. Once the phone is ready, we'll call you right away.
30%
We'll call you when it's ready. That should be around 3 to 4 days.
30%
So we got in the shelves on Wednesday night, and your phone is in the back of the queue for all the phones that need shelved.
30%
Well, today we close at 1 p.m.
30%
Tomorrow, we're not open.
30%
Sunday they don't work on it? Sorry? Sunday they don't work on phones? They do. I said it should be ready 3 to 4 days.
30%
When we get the shells in and you fix your phone, we will have an update for you.
30%
It's going to be ready Sunday afternoon.
30%
Yes, we're in the file transfer phase.
30%
Yes, they have done this before.
30%
He told you, he informed you that we'll be ready by Wednesday. So, unfortunately, we'll be ready by then.
30%
If it's ready earlier, we'll call you.
30%
Yes, I see it here, but I don't see if the phone is ready yet. It's not ready? It's not ready, no. It said it's one to three days. That's correct.
30%
We should be getting parts later this week, and then we will be able to make it right away for you.
30%
No, we are also out of loaner phones.
30%
But yeah, usually when the parts come in, we will be able to start fixing the phones, and we will have loaner phones.
30%
I promise you that as soon as we get parts in one or two days, your phone will be ready.
30%
As soon as it's ready, we will fix your phone, and we will call you.
30%
We wouldn't be able to bring it to Flatbush, we could ship it to Flatbush, but it's going to take two days.
30%
It should be ready by then, but I'm going to call right now, and I'm going to make sure to see what's going on here, because it has been two weeks. It's a long time. Okay?
30%
Yes, it's in the queue. It has not been fixed yet.
30%
Yes, so it should be, um, within the next couple days. Most likely it will be on Sunday, because we have a half, there's a half day on tomorrow, so it's going to be from 10 to 1.
30%
Yes, we should either be calling you tomorrow, or on Sunday.
30%
Sure, no problem.
30%
If you have, like, a receipt from the package, it would be on there.
30%
Once it gets to Barclay, it's their department. They call you when it's finished and they tell you a price and everything.
30%
It shouldn't take a week. They didn't get to your phone yet. When it gets delivered, it takes more time. Because they have to get to the bags, plus they have a lot of people going in from the Barclay store.
30%
No, it's in Bonaparte. In the store. They just didn't get to your bag.
30%
I completely understand. We are waiting for parts. It's not that we don't do it because we don't want to do it. We are waiting for parts. We don't even have phones available.
30%
I don't think so. Hopefully, but I do not really think so.
30%
No, nobody has parts. We are waiting for them.
30%
I don't think that we will be getting them tomorrow. Maybe by the end of this week.
30%
Hopefully, again. Hopefully, by the end of the week. By Friday. By Thursday or Friday. Hopefully. We really hope so.
30%
Again, it's a matter of waiting. It's not because we cannot fix your phone. It's waiting for physical parts to fix your phone.
30%
If I will have information of someone else having parts, I will send you that directly. But, unfortunately, I don't have... I'm not aware of that.
30%
I'm going to stick this in the system. No, it's not ready yet. We will call you when the phones are finished and then we'll send them back.
30%
No, we don't have an exact date yet, but it should be two or three days.
30%
Yeah, you'll be able to track it. I can text you the tracking number or I can email it to you.
30%
I'll text you the tracking number on it.
30%
Right now, we don't even have phones for sale, okay, not even in the stores.
30%
I'm going to note it here, and as soon as we get it, we will go ahead.
30%
The phone should be arriving by the end of this week. The phone. All the phones for everybody.
30%
Your phone will be on. It will be fixed today. You can come in before 1.
30%
It wouldn't be shipped today.
30%
Once it hits 1 p.m., we'll be closed for 8 days.
30%
Yes, so the information will be wiped.
30%
It will cost seventy-five.
30%
One to three days, yes.
30%
So they will call once it's done, correct?
30%
I see two phones here, one for a charging port and one for a broken shell. The charging port I already got back. It's done. They did it from down the spot.
30%
That phone is waiting for a new shell. We haven't gotten new shells in yet. They told me it's going to be ready today at 12 o'clock.
30%
No, the new shells have not come in yet. Your phone cannot be repaired until the new shells come in.
30%
It's supposed to be the end of this week.
30%
Yes, of course. If we're not able to find it, we're going to do that.
30%
We are going to try to look up for it today. If we don't find it today, we are going to be sending you... We are out of stock right now of phones. So, if we don't find it, we are going to... As soon as we have stock of the phones this week, we are going to be sending you a phone.
30%
Of course. I will let you know. I'll give you a number, and I will let you know.
30%
Yes, we got your phone. Did they check it yet? No, they haven't yet. It hasn't been taken yet. Do you think they're going to check it tomorrow or now? Yes, it would be either tonight, like the end of the day, or tomorrow.
30%
We close at 1 tomorrow.
30%
Yes, your phone should be done in about two to three days.
30%
Then, yes, we can do that. We just don't deliver to Canada.
30%
Yes, my supervisor does remember you. All set, you will have that set for you once we get in, all right? The day we get it is the day we'll send it out.
30%
I gave them the information. And we'll call you when the repair is finished.
30%
Well, it should have been here already. We're at the minimum of two to three weeks. It should have been in there already.
30%
Yeah, I can e-mail you a ticket number.
30%
No, it won't be ready today.
30%
But they're working on it already?
30%
Hi, yes, the Williamsburg Store is closed today.
30%
Yes, they should be open on Sunday, yes.
30%
I see the last time we spoke here. I know that. You told us that your FICOR is effective. We went through a full troubleshoot and the microphone is still not working.
30%
This will take at least a few days until I have a proper and good news for you.
30%
If it's from a third-party vendor, it has nothing to do with it, unfortunately. He cannot replace it for me.
30%
So far, we don't have anything in Israel.
30%
Let me check the target number. It was shipped, and it was actually delivered.
30%
Unfortunately, no. We are having holidays. We are extremely busy. But I'm going to be taking care of this right now.
30%
Don't forget, I'm five hours ahead of you. And I've got Shabbos Saturday coming in, so I'm not allowed to take the phone.
30%
So, we will do that for you. I have your address. I have everything. So, we will pack it up now and send it out today, okay?
30%
I can send it out to you.
30%
It will take 1 to 2 business days. So I'm getting like Wednesday because it will count Monday and Tuesday.
30%
Your phone is not ready. We'll call you when it's ready and then we'll get all the necessary information. Do you want your phone shipped or can you pick it up?
30%
Okay, I see. Okay, you gave it in to liquid. All right, give me one second, let me check to see. No, it is not ready yet.
30%
Right so this seems to be some sort of mix-up. You say you sent your phone in with kosher spice, is that correct?
30%
All right, I'm going to see. Try to figure this out, all right? Just give me one second.
30%
It comes out to $96.66.
30%
Okay, so I'm going to try to get back to you today.
30%
Yes, we got the new shells in yesterday, so then we can start fixing these phones that he showed.
30%
We'll call you once it's ready.
30%
The shell repair is $75. The shipping is $15.
30%
So our factory warranty starts from purchase, day of purchase. It's two months for hardware, six months for software, 12 months for network.
15%
Would you like me to text you the tracking number to this phone number?
15%
Okay, and you were sending it to 310 Church Avenue? 370, 370. Oh, I guess maybe that's why it wasn't sent out, because that's the address we have here. All right, so you said 370 Church Avenue. 11598.
15%
I'm going to call the store manager right now, and I'm going to be calling you back myself, okay?
15%
Yes, the card number. Should I give you the card number? 5524 7550 0149 5121.
15%
Alright, and expiration date? 0829. And the CVV code? 427.
15%
I'm going to go ahead right now. I'm going to request this person I just spoke with to look up for it and we will go from there.
15%
Alright, so what I'm going to do is I'm going to just... It says that your phone is repaired, but I'm just going to double check, make sure that everything is working on the phone.
15%
Can I text the tracking number to this number? Is that okay? Yeah, perfect.
5%
You can call back in 24 hours. No problem, so tomorrow too.
5%
Holtzman, I'm going to put your number full. I'm going to call the person that's receiving the phone from the store and I'll let you know, okay?
5%
Okay, Paul. Can you give me the address that you used to send the phone, please?
5%
Great, where did we send you the return, Paul? What is your email address?
5%
Are you able to tell me from which email address did you receive your, your, the label that we sent, please?
5%
I just need a tracking number so I can see exactly when and where the package was dropped off at.
0%
Yes, I checked, it seems that it actually wasn't sent out yet. I'm not really sure why it was not. I don't have any indication on what was going on.
0%
Yes, it should be with everything. All the information should be there with the repair.
0%
There's a lot of phones before you. So, hopefully on Sunday we get the phone out of the way, okay?
0%
And I'm just making sure. The charge is $75, right? $75 on $15 shipping.
0%
I got it. Yes, I'm going to get this information to my supervisor, all right?
0%
Currently, there is no way to send and receive videos on the FIG phone.
0%
Your phone is ready to be sent out. This is a $75 repair. Plus tax.
0%
Let me see what I can do for you. All right, one second.
0%
Yeah, we are open today. I'm going to ask right now.
0%
It should be done. It should be ready, hopefully today, Elliot, okay, on their basing, on their issue.
0%
Yes, it's going to be shipped back on, yes, on Monday.
0%
No, we would have to ship it to flap a show it take like a few days to get the flappers.
0%
You still have to get in contact with them because we don't have your phone right. You sent it to the Williamsburg location, they currently have your phone and all the information on your phone.
0%
Your phone is not ready yet. We contacted the borough park location and we contacted the Williamsburg location and your phone is not ready yet but they will call you when your phone is ready.
0%
I actually have your phone in my hand right now.
0%
Yes, your phone is repaired. I see an address here. It says 3624 Boncroft Road, Baltimore.
0%
That repair is going to be $75 plus tax, and then it's going to be a $60 shipping. That's for a two-day shipping.
0%
It comes out to $96.66.
0%
We ship two business days.
0%
Yes, we don't do any trade-ins for phones. We wouldn't be able to trade in one phone for a discount on another one.
0%
Yes, it usually takes one to three days, but right now we are out of stock of parts.
0%
Let me ask my supervisor, all right? They're like, no, it's not ready.
How Customers Ask This
"Is my phone ready for pickup after repair?"
"Customer inquiring about the status of a device sent for repair"
"The customer is inquiring about the status of their repaired phone and is having trouble locating it in the system."
"The customer is inquiring about the status of their phone repair and the store's hours."
"The customer is inquiring about the status of a broken phone replacement and whether they can pick it up in Israel instead of waiting for it to be shipped."
"What is the status and cost of my phone repair due to water damage?"
"What happened to my phone that I sent in for repair over a month ago?"
"Customer inquired about the status of their phone repair and how long it would take."
"Customer is frustrated about the delay in the repair of their phone, which has not been ready after two weeks."
"What is the status of my phone repair?"
"What is the status of a phone repair and what are the associated costs?"
"What is the status of the phone repair and is delivery available?"
"What is the status of my son's phone that was sent in for repair?"
"Customer is inquiring about the status of their phone repair and replacement after sending it in two months ago."
"Customer is inquiring about the status of two phones sent in for repair."
"The status of a phone repair and the possibility of picking it up the same day"
"What is the status of my repaired phone that was supposed to be shipped?"
"The customer is inquiring about the status of their phone repair and expresses concern that their phone may be lost."
"Customer is inquiring about the status of their phone repair and has not received a follow-up call."
"When will the parts for the phone repair be available?"
"Where is my phone that was given for repair?"
"What is the status of the phone repair and how can I arrange for shipping?"
"The customer is inquiring about the status of a battery replacement that has been delayed and needs to be sent to a different address."
"The customer is inquiring about the status of their phone repair and shipping after not receiving it for three weeks."
"Is my device ready for pickup?"
"The customer is inquiring about the status of their phone that was sent for repair and whether it was misplaced or lost by USPS."
"Is my phone repair ready and can I get a loaner phone?"
"What is the status of a phone repair and can it be delivered to a different location?"
"What is the status of my phone repair and shipment?"
"What is the status of my phone repair that I sent in over a month ago?"
"Customer is inquiring about the status of a phone repair that was sent in for service."
"The customer is inquiring about the status of their phone repair and shipment."
"Where is my phone that I sent in for repair?"
"Customer is inquiring about the status of their phone repair and shipment."
"What happened to my phone that I sent in for repair over a month ago?"
"The customer is inquiring about the status of a replacement phone after a repair that was not completed successfully."
"Is my phone ready for pickup after being sent for repair?"
"What is the status of my phone repair that has been in America for two months?"
"The customer is inquiring about the status of a device repair and potential delivery issues."
"What is the status of my device repair?"
"Customer is inquiring about the status of their phone repair and the expected time for completion."
"Customer is inquiring about the status of a phone and case order that has not been received."
"Where is my phone repair status?"
"Customer inquired about the status of a shipped phone for repair"
"The customer is inquiring about the status of their repaired phone that has not been received after two months."
"When will my phone be ready for pickup after being dropped off for repair?"
"The customer is inquiring about the status of their phone repair after sending it in."
"When will my phone be ready for pickup after repair?"
"Is my phone ready for pickup after repair?"
"What is the status of my phone repair and can it be shipped?"
"Customer is inquiring about the status of a new phone that was promised but has not yet been received."
"The customer is inquiring about the status of their repaired phone and shipping details."
"What is the status of my phone repair?"
"Customer is inquiring about the status of their phone repair and why they haven't received any updates."
"Is my phone ready for pickup after being sent for repair?"
"Customer inquiring about the status of a mailed device for repair"
"What is the status of my phone repair?"
"When will my device be ready for pickup after repair?"
"What is the status of my phone repair and has it been shipped out?"
"What is the status of my phone repair?"
"When will my phone be ready for pickup after being dropped off for repair?"
"When will my phone be ready for pickup after being dropped off for repair?"
"Is my phone ready for pickup after being sent for repair?"
"Is my device ready for pickup after repair?"
"Where is my phone that I sent for repair?"
"What is the status of my phone repair that I sent in six weeks ago?"
"The customer is inquiring about the status of their phone repair and when they will receive their device back."
"What is the status of my phone repair and when will it be shipped?"
"The customer is inquiring about the status of their repaired phone and whether it will be shipped back to them."
"Customer is inquiring about the status of a phone repair that was sent in for service."
"Customer is inquiring about the status of their phone repair and shipment."
"What is the status of my phone repair that I sent in over a month ago?"
"Where is my phone that I sent in for repair?"
"Is my phone ready for pickup or shipment?"
"Is my phone ready for pickup after being sent for repair?"
"Is the phone ready for pickup and will there be any charges for the repair?"
"Customer is inquiring about the status of their temporary phone repair and shipment."
"What is the status of my phone repair and how do I proceed with payment?"
"Is my phone ready for pickup after being dropped off for repair?"
"Is my repaired phone ready for pickup?"
"The customer is inquiring about the status of a phone repair and shipping details."
"Is my phone repair ready for pickup?"
"Is my phone repair ready?"
"Is my phone ready for pickup?"
"The customer is inquiring about the status of their phone that was sent for repair and is currently untraceable."
"Where is my repaired phone that was supposed to be sent back?"
"Customer is inquiring about the status of a phone repair that was sent in for service."
"What is the status of my phone repair that has been in the store for a week?"
"Follow up on the status of a phone repair"
"Customer inquiring about the status of a phone repair and lack of communication regarding the repair process."
"The customer is inquiring about the status of their device repair and expressing frustration with the customer service response times."
"What is the status of my phone repair and when will it be shipped back?"
"What is the status of my phone repair?"
"The customer is inquiring about the status of a repaired phone that was supposed to be shipped but has not yet been received."
"The customer is inquiring about the status of a repaired phone that was supposed to be returned but has not been received."
"What is the status of my phone repair?"
"What is the status of my phone repair?"
"Customer is inquiring about the status of a phone repair and delivery details."
"Customer is inquiring about the status of their phone repair after sending it in over a week ago."
"Customer inquired about the status of a phone repair and shipping details."
"The customer is inquiring about the status of a phone repair they sent in."
"The customer is inquiring about the status of a returned phone that has not been received back after a repair request."
"The customer is inquiring about the status of a phone repair that has taken longer than expected and has not received any communication regarding it."
"The customer wants to check the status of their phone repair and inquire about shipping options."
"What is the status of my phone repair and can I pick it up today?"
"Customer inquired about the status of their phone repair after sending it in for service."
"The customer is inquiring about the status of a phone repair and the shipping process."
"What is the status of a phone sent in for repair?"
"Is my phone repair finished and what is the update on it?"
"What is the status of my phone that was dropped off for repair?"
"When will my phone be ready for pickup after repair?"
"The customer is inquiring about the status of their phone repair after it was damaged by water and expresses frustration over the lack of communication and service."
"What is the status of my phone repair and why is it taking so long?"
"Is my phone ready for pickup after repair?"
"What is the status of my phone repair?"
"The customer is inquiring about the status of their device repair and expressing dissatisfaction with the loaner phone provided."
"Is my phone ready for pickup and is it working properly?"