Bait-and-Switch! Be aware!!
In a nutshell, I took a working S4 with very limited amount of scratches. They said during the process, the internal LCD had an issue and suddenly, it's $100 more than it was before. No call to tell us beforehand this would happen (on the contrary, after looking at my phone the rep assured me there' was a 'very unlikely' chance anything else would have to be done). No way to fix it. No way to reverse what they had done.
The phone rep called me long after the estimated repair time (fifteen minutes before their closing time) to let me know what happened and mainly that it wasn't his issue that I'm suddenly faced with a big decision of an extra hundred (I was asking him options about trade-in, as the final $200 cost to regain my phone wasn't worth it) - he said sometimes it was "random." I can understand that they may not know that my phone will need a previously-working new LCD set when I come in, but would have appreciated their honesty in the beginning. Too bad there is a misrepresentation clause on the contract, likely has more weight than the owner's authorization part.
We were on our way during the phone call to pick up our phone (essential as I was leaving town the next evening). Despite saying initially that they'd wrap it up quickly, we heard "Are you close??" and insisted we'd be there right away. After being starred at for a short while while the associates were laughing amongst each other, they finally opened the locked door for us.
The same gentleman on the phone asked pickup, to which we responded that we were actually trading in a pickup. He asked again, pickup, saying he didn't know who we were. We *just* spoke to him - who else with an accent, that just called about their phone and said we'd be there to pick it up and trade in - giving the same description - would be there? After giving the name and number again, he apologized and said he had too many numbers in his head at the moment and had to be reminded to provide us with the SIM and SD card.
We had read good reviews and were surprised by other bitter customers leaving when we first stopped in. It all kind of makes sense now. Again, I understand that sometimes, a working phone with scratches sometimes requires - to put it in the rep's words - "random" situations. But writing "$100" on our pre-service ticket, suggesting it's very unlikely we will have to worry about the $200, and putting to rest us looking for other options is maybe not the best way to show you're an honest company. Laughing and taking your sweet time to open a door to waiting customers (we weren't the only ones) who would have loved to come more than two minutes before closing after receiving a late call didn't help either.
I'll pay a little more for better service and better quality should I need it next time. Or, more likely, a little less.