Crystina Rocha
I’m late posting this because the New Year came in hot, life, running a 24/7 business, and nonstop chaos took over. But this experience at iPlayPower was too meaningful not to come back and write about. New Year’s Day is one of the busiest days of the year for a 24-hour restaurant. Around noon, we were beyond packed, over capacity, line out the door, all hands on deck. In the middle of that controlled chaos, my phone rang (as a General Manager, I’m required to answer). My hands were full, I reached for it… and it dropped. Front screen shattered. Back shattered too. No case. Of course. If you run a business, you know this isn’t just inconvenient, it’s an emergency. I have to be reachable. After scrambling through the rush, I finally managed to call iPlayPower and was able to drop my phone off around 2:33 PM. The gentleman who answered was immediately professional, calm, and kind. He checked my phone model, confirmed the screen was in stock, and then explained that it was New Year’s Day and he was technically closed for the holiday. Completely understandable. But then the conversation shifted. When he realized I was in charge of running a 24/7 business operation and truly needed my phone to keep things moving, he paused and said: “Wait… you’re in a different category.” And just like that, he changed his plans, made room for me, and chose compassion over convenience, on a holiday. No attitude. No rushing. No pressure. Just empathy, integrity, and a genuine desire to help. He repaired both the front and back of my phone, kept me updated throughout the process, and even called my store to give status updates while I was still managing the New Year’s Day rush. Despite being closed and giving up his holiday time, I had my phone back in my hands by 8:00 PM that same night. Because of him, 31 employees still had access to their General Manager on one of the most intense days of the year. Superheroes don’t always wear capes. Sometimes they fix iPhones on New Year’s Day, from mid-afternoon into the evening, simply because they care. I believe his name is Lowell (I’ve seen it mentioned in other reviews as well), and if that’s correct, thank you. Your professionalism, compassion, and willingness to go far beyond normal business hours did not go unnoticed. That kind of integrity is rare. I will absolutely be referring friends, family, coworkers, everyone! Five stars, without hesitation!!! ⭐️⭐️⭐️⭐️⭐️
