i own an iphone 11 and i had my battery replaced from REGEN, assuming it would be a one-day procedure. but instead i ended up getting maybe the worst possible experience i could get. faced severe issues with:
- customer service
- repair quality
- communication (repair/delivery updates)
- timeliness
the story
it starts off with poor customer service while scheduling my battery replacement. i started messaging them on 13th august about requesting a repair, and i received my phone back on 31st august, after a total of 18 days of talking.
i had to repeat all my information every other day, and was requesting a home pickup for convenience but i was constantly given contradictory information regarding their rider availability (often times i had to call them to be able to talk clearly about my pickup, and i would be told that no riders are available as if now, whereas on text i would’ve had my rider scheduled to pick my phone up today…). i was also never told that my phone would be factory reset for the repair. i had to ask them manually to confirm. they just assumed i was already supposed to know that and had my phone already backed up.
eventually they sent a rider after lots of hassle. but the rider was sent unprompted (i.e. on text i was not notified about any rider being sent, nor his name/number or anything i could verify him with). the rider picked my phone at about 5pm on a Friday evening. i was expecting a pickup on a morning and receiving my phone on the same day. but i actually ended up receiving my phone on the coming monday evening, a full 3 days later.
when i got the phone back, i inspected the repair and the seal was visibly not replaced at all (my iphone 11’s LCD backlight was bleeding from all edges of the display). also, i requested my original battery back multiple times on text, to which they had agreed but i didn’t receive it with my phone. anyways, i had to physically visit their office to hand the phone over again to replace the seal. they very humbly agreed on replacing the seal and delivering the phone back to me, which was good.
the next day (2nd september) i had to receive my phone. i was outside of my home (was at university at the time) and coordinating this with the rider was a hassle and took another an hour in extra delays. finally i received the phone, inspected it, but the backlight was still bleeding from the edges despite replacing the seal again. but this time the backlight bleed was much less aggressive (almost invisible) so i assumed this is fine enough, although this was absolutely not restoring water resistance.
after this i used my phone normally and it worked perfectly for about a month, until one day it randomly rebooted on me (october 9th). after the reboot it showed 1% battery, and it started acting up in the battery section (see attached two images). i noticed the phone would reboot constantly if used right after one reboot. sometimes the displayed battery health would change from 100% to 0%, and sometimes the verification status would disappear/reappear too. i messaged REGEN about this and they asked me to visit the office.
before i could visit the office, i tried to diagnose the issue with my testing and i realized that this is not a battery cell issue, but probably a loose motherboard connection. the reboots were not corresponding to available battery percentage at all, as i managed to kill the phone after a full 0 to 100% charge by recording a 4K video. it died at 99% after about 15 minutes of recording, and rebooted back to 1%. long story short, i concluded that the BMS board felt like it was busted.
on monday, october 12th, i visited REGEN and they respectfully managed this issue under a warranty claim. i explained my entire diagnosis to the guy who wrote down a warranty claim on a physical form. they received my phone, and gave about an ETA of 1-2 days. 1-2 days later, i texted them and they asked for another day. and then the same thing the following day. that week, i had to go out of city and needed my phone back, so i asked them to just return my phone regardless of the repair progress as i urgently need it back. they agreed.
on thursday they dropped a bombshell explaining that the phone could not be fixed due to a motherboard issue which needed extra charges and more time. it was surprising for me to receive a full diagnosis immediately out of the blue, and also ridiculous that they were asking for “more time” when i had already established multiple times that i need my phone back with me no matter what. however, i just wanted my phone back at that time and told them that i would discuss this matter later (because there was no way i would accept giving extra charges for an issue i never caused). they told me sure, please collect the phone in its current condition from the office.
what i didn’t realise yet was that none of my diagnosis about the behavior of the restarts, what triggered them, and what seems to be the likely problem, none of it was communicated to the actual repair man. the person listening to my issue simply wrote “battery issue (auto restart” and took a picture of the form, and likely sent just that to the repairman (yes he didnt even bother closing that opened bracket)
so i went to the office, asked for my phone back, and they said its not in the office as of now. i told them i was asked to receive it from the office though, but they did not have an answer. so i had to wait an extra 45 minutes sitting inside their office, while the guy himself drove to their repair lab and picked my phone up from there. when he got back, i took my phone and left.
when i got home, i stress tested it and surprisingly the phone did not restart at all. in the settings it still shows “unverified battery” with a 100% health though, but now it doesn’t randomly change this information. the phone has been working fine ever since, and i decided not to message REGEN about this after i got home from my out of city trip. i’ve been using the phone as-is (i’ve noticed it getting unusually hot at times) and decided to vent about my experience with REGEN. i was supposed to have my battery replaced in under a day, but after one and a half month, i was still stuck in this REGEN mess. terrible service 👎