You may have a good experience with Fixez, if you are lucky enough to get a good item {there are many good reviews here and other review sites}, and don’t have to deal with their Customer Support Dept., please take the time and read the bad reviews on this site most are about the lack of any kind of Customer support, I could not find a good Customer Support review, I truly wish I had!.
I ordered a Motorola Moto X Pure Display Assembly with Frame - Black 2-MO-2516, from Fixez on 8-15-16. I received this part on 8-17-16, so this is the only good thing that can be said about Fixez, their order and shipment process does do a good job.
When I opened the package the screen was missing the lower speaker grill, I went ahead and plugged in the ribbon cables to test the screen and it had a couple more defects, a pixelated line on the lower third of the screen and a redish hue on the lower right side of the screen. They must not have any Quality Controls at all to let a screen go out with missing parts and many other part suppliers state that they test each and every part prior to shipment, Fixez doesn't even look at the part before shipping. This one was most likely a returned item to them and they shipped it out again.
I contacted them the same day as it was delivered 8-17-16, about the issues and I received a response that I could order a new one and ship back the with a RMA form for them to check out the screen and would issue a refund if all was as I described, or I could just ship back the item for a replacement. I read a couple reviews on this site that stated they would not issue refunds for a couple other model screens, so I went with just returning for replacement. I shipped the screen back with tracking, Fixez received the item on 8-20-16, I contacted them on 8-26-16 checking on the status of my RMA Screen and they said quote;
Hello,
Thank you for your email. Our returns team has not processed your return yet. However this does not mean that your return is not here. Our returns team is working tirelessly to process all the exchanges for all of our customers. There can be a 5-7 day wait from the date of delivery. Thank you for your patience in this manner. If you have any other questions please feel free to ask. Thank you.
Regards,
FixEZ Customer Support
This was with them already having this screen returned to them 7 days prior. I waited until 8-31-16 and still no response from them on my returned item, I contacted then again with no response, so I filed a dispute with PayPal and I received the follow response:
As per PayPal policy the part must be received back in the ware house in brand new condition before PayPal will process the dispute............................... We are not able to issue the refund or send out a new part once a dispute is opened. PayPal will process this according to their schedule...................................... PLEASE INCLUDE ORDER NUMBER WITH THE PART SO WE CAN MATCH IT TO YOUR TRANSACTION.
This was after they had the returned part for 12 days! I promptly escalated the claim after receiving their response.
Thanks to PayPal, I will be receiving a refund,
I will never use Fixez, customer service is a scam.
I never got the tracking number. I have no way to get ahold of them. They just took my money and there's nothing on the website to help me find my package .
I purchased a few items from this company. a few metal cell phone removal tools a roll of double sided tape and a replacement glass galaxy s6 phone back. when i recieved the package it was in a bubble wrap envelope but the glass back was just put in it withe the other devices. it was only protected by a few thin film pieces of plastic. it was very badly broken and completely useless. i immediatly contacted the compay by phone(no response ever) and by email with a picture. In the end i was left with broken product and a proverbial F U. Do not buy from this company! following is our email exchanges. as you can see i started very cordial but by the end i was not so nice.
my original email
to whom it may concern,
got my order yesterday and the glass was badly broken.
please send a new one asap. attached is a pic so you can see how it was received.
their response
Hello,
Thank you for your email. Let me begin by apologizing for the inconvenience this has caused you. Can you kindly send us an email with good clear images showing the damaged unit, packaging and packing slip included with your package? Once received, we'll review these details and forward this information to our management team for review. We'll ensure to contact you once received, thank you.
Regards,
my response
the last email included a pic of the damaged product as well as the packaging with a small tear in it in the background. as i replied inline with the original sales confirmation i don't see the need for a pic of the packing slip. i guess i can get that for you this evening. could you please get a new (galaxy s6 gold back) in the mail asap so i can put my phone back together? also i called customer service as soon as i received the package and left a message. i haven't heard back from that either.
Thank you
then i sent them 4 very good pics of the broken product, the package, and the packing slip
their response
Hello
Thank you for your reply. Unfortunately due to the fact that the package was shipped first class mail which is uninsured, we do not have the ability to file a claim on your behalf with the shipper. We suggest you check with your local post office to see what they may be able to do to help you. We apologize for any inconvenience this may cause. Please do not hesitate to contact us if you have any further questions or concerns. Thank you.
Regards,
my response
Support,
A claim on the shipper????!!!!! THAT IS OUTRAGEOUS! The glass back was packaged with two metal tools and a roll of double sided tape with nothing to protect it! the envelope DID NOT say "dont bend", "fragile", or "glass" on it. This is an OBVIOUS case of poor handling and packaging on the part of fixez! I am highly disappointed and at this point and a little pissed off that i am having an experience like this with your company! I recently ordered a screen for the same phone and i was very satisfied with the shipping speed as well as how it was packaged.
Please PROPERLY ship me a new one or refund my money(including shipping cause you did such a poor job of it)!!!!!!
if i do not receive confirmation that one of these have been done by tomorrow i will be contacting my credit card company to dispute these charges! Then when that is done ill be sure to leave LOTS of reviews about this horrible experience on every website i can so that other people can avoid a situation like this.
Highly unsatisfied,
Tim
their response
Hello,
Thanks for your email. We have brought these new details to our management team. However after further review they have concluded that we cannot process your request. If you have any other questions please feel free to reach out to us. Thank you.
4/4/2016-I ordered a replacement screen for LG G2 cell phone and paid for overnight shipping after watching their youtube video which stated "FixEZ.com sends out free adhesive strips with all of your replacement parts".
4/5/2016-When I received my package the item inside did not have the protective plastic coating to peel off like shown and stated in the video and was scratched and dinged up with fingerprints on it right out of the packaging. It looked to me like I had gotten a damaged return from one of their other customers. I tried to call a few times and left messages. I sent customer service an email in hopes to have them send it out so I could receive it the next day but it takes a day each time to get a response from them every time you email them or respond back to their email.
4/6/2016-They assured me that the scratches are from the manufacturing process and just look like scratches and said to check again for the adhesive and they would send some out. I told them I was disappointed because I paid for the overnight shipping but couldn't use my part due to the lack of adhesive and that more days are going to go by before I will get the adhesive and I felt like I should be credited for an amount equal to the shipping, about $26.
4/7/2016-They apologized and said they would not refund me but will ship out the adhesive. I am sure they did not overnight ship it to me like I had originally bought.
4/8/2016-I don't even know if they sent it out yet because I still haven't gotten it yet. So I still can't use my phone 4 days later because of their mistake and have to wait even longer now even after paying for the premium shipping to be up and running 4 days ago. It is now the weekend and I probably won't see the adhesive until next week IF they even shipped it.
Now factor in the damaged part I received. I have been wronged over and over by this company and they refuse to make it right. Every day that goes by I feel that they owe me more for keeping me from being able to conduct any business with my phone, which is my primary means of doing business! No phone = No business for me! I am going broke because they don't think that getting me the advertised free adhesive that holds my phone together is that important. That is why I am spending even more of my precious time filing a report on them so nobody else has to go through this.
Bottom line is that I have NEVER had worse customer service or worse product quality in my 10+ years of ordering online. Had I known it was gonna be like this I would have went another route for fixing my phone.
It is their mistake but it's me and my business that suffer!
Fixez.com Reviews
Terrible Customer Service/Quality Controls
You may have a good experience with Fixez, if you are lucky enough to get a good item {there are many good reviews here and other review sites}, and don’t have to deal with their Customer Support Dept., please take the time and read the bad reviews on this site most are about the lack of any kind of Customer support, I could not find a good Customer Support review, I truly wish I had!.
I ordered a Motorola Moto X Pure Display Assembly with Frame - Black 2-MO-2516, from Fixez on 8-15-16. I received this part on 8-17-16, so this is the only good thing that can be said about Fixez, their order and shipment process does do a good job.
When I opened the package the screen was missing the lower speaker grill, I went ahead and plugged in the ribbon cables to test the screen and it had a couple more defects, a pixelated line on the lower third of the screen and a redish hue on the lower right side of the screen. They must not have any Quality Controls at all to let a screen go out with missing parts and many other part suppliers state that they test each and every part prior to shipment, Fixez doesn't even look at the part before shipping. This one was most likely a returned item to them and they shipped it out again.
I contacted them the same day as it was delivered 8-17-16, about the issues and I received a response that I could order a new one and ship back the with a RMA form for them to check out the screen and would issue a refund if all was as I described, or I could just ship back the item for a replacement. I read a couple reviews on this site that stated they would not issue refunds for a couple other model screens, so I went with just returning for replacement. I shipped the screen back with tracking, Fixez received the item on 8-20-16, I contacted them on 8-26-16 checking on the status of my RMA Screen and they said quote;
Hello,
Thank you for your email. Our returns team has not processed your return yet. However this does not mean that your return is not here. Our returns team is working tirelessly to process all the exchanges for all of our customers. There can be a 5-7 day wait from the date of delivery. Thank you for your patience in this manner. If you have any other questions please feel free to ask. Thank you.
Regards,
FixEZ Customer Support
This was with them already having this screen returned to them 7 days prior. I waited until 8-31-16 and still no response from them on my returned item, I contacted then again with no response, so I filed a dispute with PayPal and I received the follow response:
As per PayPal policy the part must be received back in the ware house in brand new condition before PayPal will process the dispute............................... We are not able to issue the refund or send out a new part once a dispute is opened. PayPal will process this according to their schedule...................................... PLEASE INCLUDE ORDER NUMBER WITH THE PART SO WE CAN MATCH IT TO YOUR TRANSACTION.
This was after they had the returned part for 12 days! I promptly escalated the claim after receiving their response.
Thanks to PayPal, I will be receiving a refund,
I will never use Fixez, customer service is a scam.
I never got the tracking number. I have no way to get ahold of them. They just took my money and there's nothing on the website to help me find my package .
I purchased a few items from this company. a few metal cell phone removal tools a roll of double sided tape and a replacement glass galaxy s6 phone back. when i recieved the package it was in a bubble wrap envelope but the glass back was just put in it withe the other devices. it was only protected by a few thin film pieces of plastic. it was very badly broken and completely useless. i immediatly contacted the compay by phone(no response ever) and by email with a picture. In the end i was left with broken product and a proverbial F U. Do not buy from this company! following is our email exchanges. as you can see i started very cordial but by the end i was not so nice.
my original email
to whom it may concern,
got my order yesterday and the glass was badly broken.
please send a new one asap. attached is a pic so you can see how it was received.
their response
Hello,
Thank you for your email. Let me begin by apologizing for the inconvenience this has caused you. Can you kindly send us an email with good clear images showing the damaged unit, packaging and packing slip included with your package? Once received, we'll review these details and forward this information to our management team for review. We'll ensure to contact you once received, thank you.
Regards,
my response
the last email included a pic of the damaged product as well as the packaging with a small tear in it in the background. as i replied inline with the original sales confirmation i don't see the need for a pic of the packing slip. i guess i can get that for you this evening. could you please get a new (galaxy s6 gold back) in the mail asap so i can put my phone back together? also i called customer service as soon as i received the package and left a message. i haven't heard back from that either.
Thank you
then i sent them 4 very good pics of the broken product, the package, and the packing slip
their response
Hello
Thank you for your reply. Unfortunately due to the fact that the package was shipped first class mail which is uninsured, we do not have the ability to file a claim on your behalf with the shipper. We suggest you check with your local post office to see what they may be able to do to help you. We apologize for any inconvenience this may cause. Please do not hesitate to contact us if you have any further questions or concerns. Thank you.
Regards,
my response
Support,
A claim on the shipper????!!!!! THAT IS OUTRAGEOUS! The glass back was packaged with two metal tools and a roll of double sided tape with nothing to protect it! the envelope DID NOT say "dont bend", "fragile", or "glass" on it. This is an OBVIOUS case of poor handling and packaging on the part of fixez! I am highly disappointed and at this point and a little pissed off that i am having an experience like this with your company! I recently ordered a screen for the same phone and i was very satisfied with the shipping speed as well as how it was packaged.
Please PROPERLY ship me a new one or refund my money(including shipping cause you did such a poor job of it)!!!!!!
if i do not receive confirmation that one of these have been done by tomorrow i will be contacting my credit card company to dispute these charges! Then when that is done ill be sure to leave LOTS of reviews about this horrible experience on every website i can so that other people can avoid a situation like this.
Highly unsatisfied,
Tim
their response
Hello,
Thanks for your email. We have brought these new details to our management team. However after further review they have concluded that we cannot process your request. If you have any other questions please feel free to reach out to us. Thank you.
4/4/2016-I ordered a replacement screen for LG G2 cell phone and paid for overnight shipping after watching their youtube video which stated "FixEZ.com sends out free adhesive strips with all of your replacement parts".
4/5/2016-When I received my package the item inside did not have the protective plastic coating to peel off like shown and stated in the video and was scratched and dinged up with fingerprints on it right out of the packaging. It looked to me like I had gotten a damaged return from one of their other customers. I tried to call a few times and left messages. I sent customer service an email in hopes to have them send it out so I could receive it the next day but it takes a day each time to get a response from them every time you email them or respond back to their email.
4/6/2016-They assured me that the scratches are from the manufacturing process and just look like scratches and said to check again for the adhesive and they would send some out. I told them I was disappointed because I paid for the overnight shipping but couldn't use my part due to the lack of adhesive and that more days are going to go by before I will get the adhesive and I felt like I should be credited for an amount equal to the shipping, about $26.
4/7/2016-They apologized and said they would not refund me but will ship out the adhesive. I am sure they did not overnight ship it to me like I had originally bought.
4/8/2016-I don't even know if they sent it out yet because I still haven't gotten it yet. So I still can't use my phone 4 days later because of their mistake and have to wait even longer now even after paying for the premium shipping to be up and running 4 days ago. It is now the weekend and I probably won't see the adhesive until next week IF they even shipped it.
Now factor in the damaged part I received. I have been wronged over and over by this company and they refuse to make it right. Every day that goes by I feel that they owe me more for keeping me from being able to conduct any business with my phone, which is my primary means of doing business! No phone = No business for me! I am going broke because they don't think that getting me the advertised free adhesive that holds my phone together is that important. That is why I am spending even more of my precious time filing a report on them so nobody else has to go through this.
Bottom line is that I have NEVER had worse customer service or worse product quality in my 10+ years of ordering online. Had I known it was gonna be like this I would have went another route for fixing my phone.
It is their mistake but it's me and my business that suffer!