Hi, This is Nicholas Shaw, Managing Director of Yew Tree Digital the holding company for i-phone-repairs.co.uk. As many of you are aware by reading this forum our company has had issues in the past so first i would like to deal with these- Yew Tree Digital Limited was formed in February 2009 and was the start of the forming of our business. In February 2010 i-phone-repairs.co.uk was launched. Since then we have not stopped and the business has grown much faster that we had predicted and we are victims of our own success - In the past 18 months we have gone from a standing start to the following: - We are now repairing over 3000 devices per month and over 31,000 devices since the start in 2009 - We have moved premises 3 times to keep up with the ever changing need for more space - We have employed 5 new members of staff for our customer service team and operate a 24 / 7 Call centre to handle queries outside of our office hours. - We have changed our backend systems twice and now have a system that exceeds our competitors and will allow us to implement a number of improvements over the coming months - All orders now have a relative order status to match the exact stage at which your order is so rather than pending we now have repair in progress as a status. We have changed the ways we have done things in the business a number of time - Sometimes for the best and sometimes for the worst but with the structure we now have in place we are positioned to put the past behind us and improve on our foundations. We are now actively monitoring our social media activity so that we can assist our customers in more ways than simply email. We are also implementing a system to report on this activity ad to ensure that messages are not just deleted. I am myself taking a more involved role in this and will now be available to all our customers via Email, Twitter and Facebook so if you have issues that cannot be resolved via normal channels then you can contact me directly to resolve these for you. nick at i-phone-repairs.co.uk Twitter: @yewtreenick Facebook: facebook.com/yewtreenick What have we done wrong - Many things, from trying to hard to resolve one issue to outsourcing customer support in an effort to keep up with demand - We have all done things wrong in our life but like others we have learnt from our mistakes and implemented solutions to overcome these in the future. We can see from this side that this has improved dramatically and reduced the number of complaints and the length of time that some orders have taken. As with any company we still have complaints but these are dealt with quickly to cause the least amount of disruption to our customers. I hope this clears up a few things and welcome contact from anyone on here.

We have admitted that there have been shortcomings with our service that we have now addressed. Refunds have always been given if our service has not been up to the standard it should be which i think shows we do not expect to get away with this scott free. I would like to draw a line under this matter and move forwards if you do have a complaint then please get in touch and we will be more that happy to help. No If's, No Buts no whatevers..... We will sort it out. regards, Nick Shaw

Also to add to the above i would like to apologise if people havent been able to get through on live chat as this has simply been because Atlanta Pros has blocked your names from this service. If any of you have this please e-mail myself or contact us on the free 0800 number so we can assist you.

This is Nick Shaw of i-phone-repairs.co.uk. I am writing in response to the recent complaints and comments posted on this forum. Firstly in response to the posts about this company being related to iPhone Repairs & Spares LTD - this is completly UNTRUE and is nothing to do with myself (i-phone-repairs.co.uk and yew tree digital limited). Secondley We have had a number of disputes posted on here and i have received a number of emails from customers complaining that there main concern is that they have been unable to get hold of anyone at our company resulting in them being concerned about their property. Around 2 months ago as the company was growing we took the decision to employ the services of a call centre to handle phone calls, live chat services and emails to our business to free up our time and allow us to handle a larger volume of repairs. We employed the services of Atlanta Pro via elance.com. At first this appeared to be a good move for us as calls were answered all day everyday, live chat was manned around the clock and emails were answered. We paid Jennifer a week in advance for her services to man our communications between the hours of 9am to 9pm 7 days a week. after a couple of weeks of paying on a sunday for the weeks work things started to slip and i then received an email from Jennifer to say that she had calculated their hourly rate incorrectly and that she was having financial problems so could we increase the rate. I agreed to this and she also requested if we could pay on a wednesday to allow her to be able to withdraw the money on a friday. Over the next few weeks we then experianced problems with availability as Jennifer came up with a number of excuses for not working or starting late often not starting work till 4pm which as you will understand is not helping our business. We kept addressing this issues and had assurances that these would not happen again. however after a few more weeks and closer monitoring we could see that customers could call us and no one would answer, so a voicemail would be left and despite being promised by Jennifer that these messages were being returned it is now apparent that these messages were simply deleted. Emails were responded to and live chat was hit and miss, and looking at the logs an 84 man hour week would turn into 20 hours of actual logging in. Then 2 weeks ago i addressed this with Jennifer to see what we could do to sort these issues out. At this point she advised that she was struggling and that she could offer the service we had always requested but that it would cost more money. Once again I agreed to this as all we simply wanted was someone to help our customers, however then nobody logged in to work for a period of 4 days. During this time the directors of Yew Tree Digital - the parent company of i-phone-repairs.co.uk took the decision to employ inhouse customer service agents. We started this last Wednesday 30th June 2010 and since then our customer service has improved 10 fold. We now have 4 customer service agents available to assist our customers between the hours of 9am and 6pm. They cover phones, live chat and emails and will be happy to assist any of our customers. Phone calls are now answered and during busy periods when the voicemail cuts in messages are responded to. Live chat is manned and emails are responded to. In the past we have failed and as many of you will know this has been down to a lack of communication however we have now addressed this. We DO NOT owe Jennifer Anderson off Atlanta Pro any further money as this was always paid in advance and infact are due a refund for missed hours from the previous week. If anyone wants proof of this i will happily provide this. If you have any issues at all i have always asked for these to be escalated to myself. I am here to help you and will assist in any way i can. As stated on our website we do offer a full refund if we do not perform the repairs to your full satisfaction. You can always call our customer care team on 0800 033 7103 - FREE OF CHARGE and if they cannot help or you have a complaint please contact me on [email protected] I hope that you can see that we are addressing our customers concerns and aiming to become the UK's number 1 iphone repair service.

Hi Andy, i have replied to your message also but just thought that i would update you that i am looking into this matter. If you have any further questions please feel free to contact me n [email protected] Regards, Nick

Many thanks for your comments. I am Nicholas Shaw from iPhone Repairs. We have taken your comments on board and are currently restructuring the company to continue to offer our customers a fantastic service at a great price. Unfortunately there have been failings with our business that are unacceptable like a lack of communication. From our end we have now implemented a host of new technology to assist with keeping our customers informed of their repair at every step of the way. We have also hired more members to our close knit team. It will take a few weeks to get these new team members up to speed but till then we will all be working as hard as we can to assist our customers. 98% of orders are completed within our 24 hour turnaround however sometimes things do go wrong and customer with multiple repairs will take longer especially if these are fault finding cases. Most of our customers use our feedback system which is posted on our website and provided by ekomi.com. and as you can see most of these are positive with a few grumbles about communication. This is the method of feedback that we promote as it allows us to automatically display the feedback untouched on our site and also gives our customers a clear way of rating our service. However a number of people appear to be searching for our company and find this site. They then post negative reviews and unfortunately this site appears to just host these feedbacks with our other customers still posting to the ekomi service. Hopefully this will give you a better insight into the reason behind the negative comments that are posted here. I hope that you will understand that we are learning from our past mistakes and striving to improve the service that we offer to current and future customers. Kind regards, Nick Shaw iPhone Repairs