uBreakiFix

Reviews 3

JE

Jessica Hartnett

I brought my iPhone 6 in for a screen replacement. There was absolutely nothing else wrong with it. When they returned it to me I noticed it heated up upon use. I brought it back in an hour later for them to monitor, during which time they replaced the battery, to test whether that made a difference, then they put the original battery back in and I picked it up. They said that it was overheating because there were too many apps open when they reconnected the battery and turned it back on. Again, the phone heated up upon use with only two apps open. This was all in the matter of one day. The next day when I was making a call on the phone I noticed the phone was still heating up, but also the battery was draining quicker than usual and that the sensor that turns the display off when you have the phone to your ear wasnt working. They had me bring it in yet again. I got a phone call about an hour later saying that this was all just an issue with my phone and how many apps I had on the phone (this time the number of apps stored on the phone, not the number of apps that were open) and there was nothing I could do. I did a quick google search and found this was a common problem with iphone 6 screen replacements - battery life significantly decreases and battery heats up usually because of a problem with the connections. I even found a YouTube video with a potential fix. I informed them of all of this over the phone and they continued saying it wasnt any of those issues and that it was the number of apps I had on the phone. When I went in to pick up the phone I showed Ocean, the store manager, this video. He told me that he had worked for Apple for many years and had fixed many of these phones without this issue (even though this is a common problem according to the internet searches I did). He also informed me that the video was of an iphone5 and not 6 and so this didnt apply (ok, fair enough). He then told me that he didnt disconnect the battery when replacing the screen so it couldnt be a bad connection (thats a lie - you have to disconnect to change screen) and that he already tried switching out the proxy sensor (which is what the youtube video recommended doing). All of this was conveyed in a condescending and argumentative tone, implying that there was no chance that he had caused the problem while fixing the phone. I was becoming irritated at this point because they clearly didnt believe that I didnt have these issues before I brought it in and because THIS IS NOT HOW YOU TREAT A CUSTOMER! Things escalated after this, with Ocean at one point telling me that I cant talk to him like this because Im "not his mother" and refusing to accept my credit card because I didnt hand it to him politely enough. This morning I talked to the store owner who completely backed Ocean despite having the incident on video. I guess the customer isnt always right? His coworker refunded me the cost of replacing the screen after Ocean refused to do so because I didnt hand him my credit card "politely" enough. They put all the original parts back on. My phone still heats up upon use, the battery life sucks and the sensor doesnt work anymore; these arent issues I had before the screen was replaced (and then replaced again with the cracked screen). And now Ive voided my warranty with Apple because I was too impatient to wait for an appointment. MORAL: JUST GET IT FIXED WITH THE MANUFACTURER. Dont put yourself through an awful customer service experience with techs who dont know what theyre doing.

JO

John Hillman

First, I was told that parts had to be ordered to replace the screen and battery in my Google Nexus 6P, and they would take 2-3 days to arrive. They said they would call when the parts came in, and I said that was fine. Three days went by and I didnt get a call, so I called them myself. They then said the parts would take 5-7 days to arrive. That differed from what I was originally told, but I said whatever, thats fine. So I waited 4 more days (total of 7 days), and still no call from uBreakiFix. So again I called them (on Wednesday) and they said the parts wouldnt be in until Friday. A little annoyed, but I paid a deposit so I was stuck with it at this point, so I waited until Friday. Again, no call from uBreakiFix. Once again I called them, and they said the parts would come in the next day. Finally today (Saturday) they called to let me know the parts arrived. I went in to drop my phone off, and the repair took 2 hours (which is fine), but when I got my phone back, the side of it by the volume buttons was very obviously bent outward, there are now scratches all over the frame of it, and even gouges in the plastic on the back of the phone from them not being careful when prying it open at all. This is completely unacceptable. When I pay $260 for a repair like this, I expect perfection. Absolutely ridiculous. EDIT: And now my vibrate motor has stopped working. Great. EDIT 2: Also I just noticed the top speaker is no longer working (which is the one used for phone calls). I paid $260 for them to break my phone. This is terrible service! I would expect this from the shady guys on craigslist charging $150, but this is supposed to be a reputable company with professionals doing the repairs, which is why I was willing to pay so much. This is just completely ridiculous and I am appalled. EDIT 3: I brought my phone back in to have the vibrate motor and top speaker fixed under warranty, and they had the parts overnighted and fixed them, but now they said they broke the headphone jack in the process. Seems like every time they fix something they break something else. What a joke. EDIT 4: Today I went to pick up my phone after they said it was repaired. It seems like everything is finally working properly. This whole thing was a bit ridiculous, but they gave me a FULL refund for the inconvenience. Im satisfied with that, but I personally wont be using this service ever again after this. Ill update this review to two stars instead of one because they tried to make up for it.

CH

CHRIS KEANE

I had an interesting experience with this particular location. While I had my issues with this store, as it turns out my real issue is with Samsung and their suppliers. They offer faulty replacement parts (I Breakfast had my LED screen replaced 3 times on the S7 Edge and the battery replaced once) and apparently are aware of the situation and their solution is to tell customers to replace the phone- which is ultimately what had to happen in my situation. After having my screen replaced twice with the same results (bubbles in the LED screen), the owner (Kathi) contacted me personally to let me know they would be ordering a new replacement, but if that didnt work the only other option was to be wait-listed for a new batch of LED screens to arrive to their distributor. However, while waiting for my new screen my battery started to swell to the point of popping the back off my phone. Kathi quickly ordered me a new battery as well. Once the screen and battery arrived I brought the phone in and it was repaired once again, only this time the new battery had zero charge. I brought it home and let it charge and after 4 (yes 4 hours!) the phone said it was at 100%, so I unplugged it and guess what? It died. Didnt even turn on. I contacted Kathi the next morning and the only thing to do was order a new battery again or get a new phone. I opted for a new phone. Way to go Samsung...way to go. This really has been a tough situation as I had to leave work early on several occasions as well as change Saturday morning plans (three times) so I could make the 25 minute trip to the store, but at the end of the day, Kathi, Ocean, Pedro and the crew took care of me. I dont imagine this happens often and in the end I got what I came for and more. Thank you for seeing this through and more importantly doing so the right way.