CPR Cell Phone Repair Eden Prairie

11611 Leona Rd, Eden Prairie, MN, 55344

2017-12-13

★★★★★ ★★★★★
How many characters do I have to rave about your staff? I hope a lot, because here goes! My phone went for a swim in a public restroom Saturday evening (gross!). It continued to work intermittently over the course of the morning on Sunday until it completely stopped working that afternoon. I brought it in to your Bloomington location on Monday afternoon and had the pleasure of dealing with your staff member ______ (I am so sorry that I never got his name). I explained my situation to him and as embarrassing as dropping your phone in a nasty toilet bowl can be, he did not make me feel silly about this (I know I am far from the first person to ever bring in a phone after something like this, but I just appreciated his level of customer service and professionalism). He clearly explained the dehydrator and that he would need to diagnose the issues with my phone after it had sat in there for a couple hours. I asked about pricing and he was candid in sharing the diagnostic fees, that those fees would go toward additional parts/repairs if necessary, but that he wouldn't be able to give me an official number until he was able to diagnose the damage. I did not ask for a discount, but without even mentioning it he took $5 off my diagnostic price - I didn't even notice he did this until I looked at my receipt later. I returned in a few hours and he shared with me that the parts he needed did not come in the Monday morning delivery as they were supposed to, so we would need to wait until the next day. He let me know that he would not be in but that his colleague, Angel, would be in on Tuesday and that he would take good care of me. I returned Tuesday afternoon and Angel greeted me and let me know that he would be able to replace my screen to get my phone back to working condition, however he could not make any promises on the life of the phone beyond that due to the water damage. It could work for a few minutes, a few hours, a few days, a few months, etc. I could tell that it wasn't that he wasn't confident in the parts/his abilities/etc, it was that he just needed to be candid with me and set appropriate expectations. Without my asking, he remembered that at another location there were some refurbished phones that I could purchase at a discounted rate. And the diagnostic/repair pricing vs. the price of a refurbished, 6-month-warranted phone was not that different. He made a call to the Eden Prairie store and found that they had 3 phones available that they would set aside for me. Now, being that I usually rely on my phone for GPS services, and I obviously did not have that, he let me bring my laptop in the store, log on to the wifi and get the directions to get myself over to the other location. Before I left, he mentioned that while you all do not purchase water damaged phones there may be some parts that CPR would be interested in buying back from me on my old phone; he said he was just mentioning this as an option as he was hoping to save me additional money. I arrived at your Eden Prairie store and Calvin was waiting for me with the three phones. I asked for his opinion, because they were all slightly different and he took the time to walk through the specific differences so that I could make an informed purchase. I was confused about the activation process and restoring the backup that Angel had done for me on my damaged phone. Calvin clearly explained to me that my next stop would need to be to a Sprint store so that they could activate the refurbished phone for me and mentioned that if I had any problems dealing with Sprint and/or the refurbished phone that I should come back and he would help me out. He took car of taking my payment for the refurbished phone (taking of the $55 I had already paid) and then gave me directions to the nearest Sprint location. I realize that none of what I have described is necessarily above and beyond what any good customer service rep should do, but I just needed to share how impressed I was by my entire experience with CPR. You really don't realize how much you use your phone until you don't have it! For example, I am an Event Manager/Executive Producer for a media and events company. I had three large events happening on Monday morning. In going to sleep on Sunday night I realized that I did not have access to my alarm to wake me up, I could not text my crew with updates, no one could call me to let me know the snow caused them to be running late, I would not have access to my GPS to get to my intended destination, etc... So, needless to say when I arrived at CPR on Monday afternoon (as well as when I returned on Tuesday) I was fairly stressed and I was treated with the utmost respect and care by your staff. I am certain your techs deal with people all the time with a heightened sense of urgency and/or stress and everyone I dealt with on both Monday and Tuesday exceeded my expectations. I hope this message finds its way to both of your Bloomington staff and Calvin at Eden Prairie so they know how appreciative I am. Thank you, Sara

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