repair or scam

[nikotime]

Aye, I'm not. How long do you think I should wait before I hassle them again if no phone arrives?

[nikotime]

Surprise surprise, no iphone is back. Got hold of another support person on live chat, which I think was the same as last time, just awaiting her to reply to my request...

 

This is a joke of a company.

 

EDIT: Huzzah! I have a tracking number from the company and it is now in the post! This will be a good learning curve methinks.

Edited March 9, 2011 by nikotime
Hurray!

[LornaS]

I too have had dreadful service from this company. Don't believe that they offer a 24 hour turnaround because they don't. I have had my phone returned to me twice by them, still not working. they claim it was working when they sent it out, but the fault still persists as they haven't bothered to check it properly. I have now spent a total of £40 and had to go to the trouble of sending the phone to them twice, been without a phone for 2 weeks and after all this I still don't have a phone that works. Their website makes a big deal out of offering a refund if you are not 100% happy with the service, it even goes so far as to say they can offer a refund with one click of a button. This is an absolute myth as I ahve emailed them twice to complain and been refused a refund. Who on earthn would be happy with receiving a phone back that doesn't work and has had to paid £40. I would strongly reccomend if your phone doesnt work then don't take it to this company

Lorna Saunder

[JONESY_UK]

Just to update everyone that i-phone-repairs.co.uk (Yew Tree Digital Limited) are still up to their usual tricks of basically holding customers devices against their mercy. My iphone 3GS handset was posted to them 5 weeks ago for a simple screen repair and since then I've heard nothing but excuses from their "restructured" Customer Service team as to why it's taken longer than the initial quoted 2-6 days repair timeframe. On two occasions I was even informed that my handset was to be posted back to me next day. I didn't hold my breath and guess what... no sign of it.I've emailed Nick Shaw directly to explain my issue because as he stated on this forum, "I am here to help you and will assist in any way i can". I've not heard anything back from Nick and now after sending a demand to return my phone in writing to the company and warn of potential Court action, it was ignored and I'm doing exactly that. So I have now begun seeking legal redress through the Courts along with providing my case details to Trading Standards who are already investigating the company. I'm just glad I have all dialogue recorded between myself and their Customer Service representatives such as Ria Steward and Vikki Shaw.I would stress that anyone else going through the same scenario, which I know there's many, to follow the same action that I'm taking. I'm not going to be held to mercy by this company any longer and I intend to see my Court action through to the end.

[simon.alison]

I had already sent my phone off for repair when I noticed Yew Tree Digital on my online bank statement - I didn't know who it was so looked them up online and then obviously tied them up with i-phone-repairs.co.uk. Needless to say I then thought that I probably wouldn't get my phone back in a timely manner or perhaps it wouldn't be repaired at all BUT I have to say I got exactly the service they advertised - I sent my phone off on Wednesday, they shipped it back on Friday - I got it this morning and they've repaired the problem. I was notified by email regarding what stage the repair was at so I have no problem recommending them at all.

[JONESY_UK]

Good to hear you got your device sorted Simon but you must be a very rare example. From my recent research I'm finding that I-Phone-Repairs, who trade as Yew Tree Digital Ltd are still up to their old tricks of just holding back planned repairs for as long as they feel and treating Customers like idiots.

 

Just to update anyone interested in my situation, I reported this company to Trading Standards who were already investigating them. I then spoke to Consumer Direct and shortly after, I issued the company with my Small Court claim. At this stage they bottled it and returned my handset back to me the very next day as they probably knew they had no chance with the evidence I had built up against them. I would advise anyone going through a similar problem to record any dialogue for evidence.

 

The company is still run by the "Director" aka cowboy named Nick Shaw if anyone needs to know. You won't be able to contact him via email or telephone to resolve issues because he's a spineless coward.

[Dayxwalker]

Hi all I appear to have fallen for what looks like a professional site and two weeks ago sent my iPod 32gb 4th gen for a simple dock connector replacement for the sum of £35. I was told that the connector was not in stock (fell for it) then 3 days later it was in stock and the phone was simply waiting for repair. After a couple of days I asked why it had not been repaired they told me they had high numbers of repairs in. This is not my problem it's theirs and they should not advertise 24 hour repair if they cannot meet the volumes. They promised I would have it for Friday gone and it did not appear. Then they promised sat and then rang me to say sorry for they are having problems fitting the connector. They told me they would do it this Monday (tomorrow). I told them I want it sending out on Monday back to me either fixed or as it was with a full refund. If I don't get it back on Tuesday then I will be putting this to the small claims court. Its a shame they cannot get there act together it's not like they have not had time as this thread goes back some time.

[Dayxwalker]

One other thing although this sounds like a sob story but it's true. This iPod is for my 5 year old who has kabuki syndrome and it's for him to watch his cartoons with which is one of the few things he likes. He needed it for Friday gone because he went in to hospital for an op. This company don't realise the impact of there poor service. I don't have time for this hassle what with my son. But I can tell you now I will at least get my money and iPod back if it's the last thing I do.

[iphonerepairs]

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.

[peter read]

i too used this lamentable outfit, they had my blackberry for 14 days (24hours my backside)after sending numerous emails and making numerous calls. their so called dedicated support staff could give me no direct number to their repair centre and just stonewalled me, i was told i would be rung back numerous times to get an up date, guess what, not one call back, finally after 2 weeks i asked for the phone backwhich i eventualy got back of course ~ unrepaired. I then had to wait a week for a refund once again only after numerous emails and phone calls.do not use Yew Tree Digital or Blackberry 4 repair -- edited -- the upside i can recommend this firm: -- edited -- who did exactly what they said, upon receipt they had my blackberry back within 24 hours no problem, excellent service

 

 

Site team note

 

Sorry Peter, you can't post links in a first post, that is called spam.

 

Conniff

Edited November 22, 2011 by Conniff
Remove link

[DebbieCallaghan]

Re; Nick shaws comment of 20 October; It seems there are a huge amount of unhappy people out there, who have been fooled by the professional looking website that your company has! but NOT a professional service! if you are not able to cope with the amount of work you should not take the complicated issues, that your company cannot cope with!! just stick to the cracked glass!!! unfortunately in my case its my teenage son who has fallen foul of 24 hour i phone repairs!! (joke! it was 6 weeks in my sons case) and he can not afford the charge of over £100 that they have put on him.

 

My sons phone was water damaged in October.It could not be switched on at all. We sent it to 24 hour i phone repairs, they came back and said it needed a new socket, and battery. He paid for the repair. They sent the phone back EXACTLY the same!! I rung them and i was told to return the phone which I did.They told me 10 days later! that the LCD needed replacing.... we then paid for that! we got the phone back for the 2nd time, the screen was still black and did not work. I telephoned the customer services, if you can call them that, and I was told the phone worked when it left them!! (like I was just saying it for the fun of it!) They told me to return the phone for the 3rd time...this time I had gone into the Apple shop and they told me that the problem was that the backlight needed replacing!!

I wrapped the phone in a letter, saying Dear Engineer the man in the apple shop tells me the backlight needs to be replaced.....please can you just replace it and see!!!! I get the phone back a week later STILL THE SAME!! I telephone them for the 4th time, and a huge mobile bill later, and im promised i will receive a prepaid envelope in the next couple of days......... This was 3 weeks ago and I have never received an envelope, and I still have a phone that doesnt work.

You cant put bad feedback on there facebook account because they delete it! I feel very sorry for anyone else who is duped by then, I honestly believe that there engineers have no idea what to do, if its something more complicated than replacing the glass. They even had the audacity to send me a feedback form which i duly filled in, and have also had no reply from this. I just want a refund so i can go elsewhere and I will be advising everyone I know not to send there phone to yew tree digital!!

Edited December 11, 2011 by DebbieCallaghan

[peter read]

i too used this lamentable outfit, they had my blackberry for 14 days (24hours my backside)after sending numerous emails and making numerous calls. their so called dedicated support staff could give me no direct number to their repair centre and just stonewalled me, i was told i would be rung back numerous times to get an up date, guess what, not one call back, finally after 2 weeks i asked for the phone backwhich i eventualy got back of course ~ unrepaired. I then had to wait a week for a refund once again only after numerous emails and phone calls.do not use Yew Tree Digital or Blackberry 4 repair -- edited -- the upside i can recommend this firm: -- edited -- who did exactly what they said, upon receipt they had my blackberry back within 24 hours no problem, excellent service

 

 

Site team note

 

Sorry Peter, you can't post links in a first post, that is called spam.

 

Conniff

 

 

spam?

i was just recommending an outfit that actually did what they said they would do

have my phone back within 24 hr.s of receipt

[JohnnyPacket]

Re; Nick shaws comment of 20 October......

 

Don't believe a word of it, well there are only two words you can believe 'Nicholas Shaw', that's all - nothing else!!

You have been warned, far beit from me to say "I told you so!".

[Intentionally Blank]

I only wish I had seen this thread before I sent my iPad off to I-phone-repairs. They have had my iPad since 6 Jan to replace the external glass, no other issues at all so a relatively quick fix I would have thought.

 

Since on their website they describe the external glass replacement a their most popular repair and with Nick Shaw detailing his companies huge expansions over the last few years, I would have thought that this would be a part for which they would hold plenty of stock, or at least be able to get hold of quickly.

 

After a week of the status of my device being 'awaiting parts for repair' I contacted their customer services to get an update and received a speedy response informing me that the part would be in the following week.

 

At the end of the following week noting had changed so I emailed again asking the status of my repair and again received a reply within a couple of hours telling me that a supplier had let them down with a delivery of parts but that my repair was a priority.

 

Fast forward another week and I have again emailed customer support and informed them that after three weeks I have run out of patience with their '24 hour repair service' and instructed them to return my iPad in it's present state and refund my payment in full. Surprise, surprise - no quick reply to that one, I am still awaiting a response two days on.

 

I urge anybody who considers using this company to think again, no matter how much Nick Shaw protests that his company is improving and has learnt lessons. Mine and numerous others experiences with this company over the past months and years say otherwise

[Intentionally Blank]

Ha ha, I missed DebbieCallaghans comment about sticking to cracked glass - it's apparent that they can't even get that right!

[JohnnyPacket]

I feel for you "Intentionally Blank" after reading your post today and I agree with you in your plight to warn other potential customers of this sham of a company to avoid them at all costs!

I had an email in December from the lilly-livered, weasel of a man claiming to be the one and only Nick Shaw who informed me that " from briefly looking at the email trail all I can do is apologise for the way your account has been dealt with. I will be in the office tomorrow and will be looking into your account so that we can come to some settlement " after three days of waiting I requested an update to which the following was received " A letter has been sent to you via Royal Mail which i hope will clarify our position. If you have any further questions once you have received this please feel free to contact me " and after chsing this letter a total of three times now it still has not transpired and I fear that Mr Shaw believes that I will give up on my crusade to warn people of his poor, poor business practices. Just search NICHOLAS (NICK) SHAW or YEW TREE DIGITAL on Google and I challenge you to count the number of complaints and derogatory comments made! And Mr Shaw, I challenge you to two things - #1, respond to my emails and, #2, Google your name/company and count the number of POSITIVE comments, you have ten fingers so it should't be too much of a problem.

[DebbieCallaghan]

What a mess!! I Actually feel quite envious that you have received some communication from the Divine Mr Shaw! I have tried to contact him but to no avail! And now I know they can't even fix the broken glass... Things must be getting worse for 'poor nick'... I now realise I am never going to get the prepaid envelope to return my phone! ( asked for 3 times!!) the whole experience has effected me.. And my faith in getting anything repaired...!! I am still looking at my i phone 4 with the backlight gone The Apple store told me what was wrong with it...! And I told 24 hour, but they still kept telling me it was repaired and it wasn't!! I was told by the guy in the Apple store that a 5 year old could say what was

wrong with my phone!!

 

The problem is we are all fooled by the professional looking website.......I only wish that Peter was able to post the company name who repaired his blackberry in 24 hours!! Good luck all in your endeavours to flush out "Nick"!!!

Edited January 24, 2012 by DebbieCallaghan

[Adam 070863]

I've used this company and they are a bunch of utter [EDIT], sent them a water damaged iphone 4s, they kept it two weeks then after hassling them they said it was unservicable and would i like them to dispose of it, suspicious, I said no and asked for the phone to be returned.

 

On the phones return I charged it up and connected it to i tunes, within a hour the phone was back to life and working correctly.

 

It doesn't really matter what the MD says about improving customer service etc etc just read all the negative reviews on the net!

Edited January 26, 2012 by honeybee13
Problem word removed.

[JohnnyPacket]

You've really got to hand it to good old 'yewtreenick', he like to generate a laugh or two with his business' doesn't he? I've just been doing some research on YewTree Digital and felt I had to reproduce the following statement from the Shaw's website portfolio, it reads;

 

One of the UK's leading Internet Providers, the Yew Tree Digital Ethos is one of Performance, Innovation and Customer Care..........

 

Customer Focus has ensured Yew Tree Digital isa market leader that has helped the roll out of our services, as well as being a champion of customer choice. Customer Care is second to none - an important area that lets down many other providers.

 

I was one of the MANY unfortunates taken in by this utter drivel andfound out the hard way! It's only when you investigate further that the truthprevails. Hindsight is a wonderful thing and I should have investigated [EDIT] in more depth! Fortunately, hindsight has now been partially replaced by the internet and it is my mission to warn other potentially vulnerable customers of the con-artists that call themselves the yew tree four- BEWARE!

p.s. Check out his Facebook page at facebook.com/yewtreenick, the number of both 'friends' and 'likes' says it all really!!! One friend??? Was that you Nick??? Sad!

Edited January 28, 2012 by seanamarts
Removed names

[neilharrisiom]

I've only just seen this thread but wish I'd seen it sooner like many others.I've been waiting 4 months for a refund on my order which they were unable to repair. I've had the usual false promises of callbacks etc. I've lost count of how many phone calls I've made - the same result every time, "we'll speak to our payments team to find out what the problem is (we thought the refund had already been processed),,, and call you back". I'm getting sick and tired of calling them, anyone had a similar experience with a refund being received in the end?

[Conniff]

"we'll speak to our payments team

 

lol, payments team, it's probably a couple of blokes in some back alley garage.

 

Welcome Neil.

 

Stop phoning them and send them a recorded letter giving them 48 hours to refund or you issue a small claims which will include the cost of the phone calls as well.

[melsoaps]

GUTTED!

 

Its only as I have come to search for the MD of the company that I have come across this thread. Wish had seen it sooner so have just joined today so I can post this comment. They've had my phone for nearly 3 weeks now and was told they needed new parts. Have been promised a call back or email today, but doubt it will arrive so have emailed Nick Shaw. Will see what response I get, but am not holding my breath!

[melsoaps]

GUTTED!

 

Its only as I have come to search for the MD of the company that I have come across this thread. Wish had seen it sooner so have just joined today so I can post this comment. They've had my phone for nearly 3 weeks now and was told they needed new parts. Have been promised a call back or email today, but doubt it will arrive so have emailed Nick Shaw. Will see what response I get, but am not holding my breath!

 

GUESS WHAT, NO REPLY AND STILL NO PHONE!!!

[colperrin]

I have unfortunatly sent my iphone to this dishonest bunch!!simply because they claim a 24 hr turn-around they trade as "" iphone repairs" ... what rubbish!! they've had my phone for over a week, I managed to get through and speak to a girl who told me the website was updated and that it shouldnt make that claim an more..but it still does and still dont have my phone I've tried ringing again for an update but cant get through also sent an email no reply

Wish I'd visited this website before I posted my phone

[melsoaps]

Hi Colperrin. To put your mind at rest, I did eventually get my phone back, but it took a full 3 weeks which is completely unacceptable. They have fixed it, although it doesn't seem to 'push' back together properly. There is no way I would risk returning it to them again though.