uBreakiFix

Called the Florence, KY store to find out their hours. I reached an app't scheduler, so I set a time. they have very limited hours for me because I work the same hours with the exception of SAT. when they were there an hour later than me. I RUSHED there, about 20 miles each way in heavy traffic and got there for my 5:30 app't. I was immediately told that they WOULDN'T take in my Samsung phone for a screen change, giving me a pure BS reason. I was of course, INSENSED by their lacking professionalism and waste of my VERY limited time. They refused to do ANYTHING for me and threatened me with a HUGE baby Huey standing behind the manager, Andy looking threatening. The told me to go to Best Buy...literally. With that, they told me to leave or they'd call the police. I told them the police would side with ME, and I left. This was the very most basic BREACH OF CONTRACT and the consequences for me was to storm off, call Best Buy for another app't, on a different side of town, did the same thing there to find out they wouldn't fix my phone because it wasn't purchased there, wasting my time AGAIN due to the uBreak initiated chain reaction. THEY gave me a $50 gift card for my trouble which was a reasonable way to offset my wasted time there. I then called a different UBreak, again in a different part of town. I was informed they were not corporate, but FAMILY OWNED and 2 of their tech's left the very store that broke their app't with me (saying they RAN from it). They actually took good care of me and my phone is finally fixed, but not without losing time and gasoline at these high prices. If you need this service in Cincinnati/N. KY, & don't have time and brain cells to WASTE, GO TO THE UBREAK/WE FIX IN HYDE PARK PLAZA AND AVOID THEIR CORPORATE OFFICES LIKE ITS THE CORONA VIRUS!

On 8/12/21 I brought a fully functional Galaxy S8 to uBreakiFix in Glen Mills, PA. The only issue with the phone was an aging battery. The store provided substandard communications and workmanship. The job was supposed to take two hours. Three hours in I received a short email stating they got busy and were just now starting to work on the phone and the battery will be installed in an hour. Two hours after that still no contact (now we are five hours in) so I drive to the store. Upon arrival I'm told the battery is in but the phone won't boot up properly. It is stuck in a boot-loop. The store manager suggested that it is most likely a damaged motherboard. I stated that the motherboard was not damaged when I brought it in and if it's damaged, they damaged it. He rejected that idea. He told me that when I brought the phone in, the risk were explained to me. That may be their policy but that discussion never took place. In my research on how a smart phone motherboard can become damaged, I found two likely causes. One is a substantial drop and the other is a static discharge from a person not properly grounded. I suggested this and he flatly rejected it. The cost of a battery replacement is approximately $83 for which I was rightly not charged. However I did have to spend $885 dollars to replace a phone that was damaged through no fault of my own. On 8/13 I sent their corporate office a message via their website explaining my experience and asking for partial restitution for my loss. As of 8/18 I have not heard anything. Not even a recognition of my complaint. On 8/14 I left a poor review on their website. As of 8/18 that review is not visible. Today, 8/18 I left a second review on their website as well as the one I am leaving here. Back when phones had removal back covers and swappable batteries, changing a battery never caused a motherboard issue. I feel strongly that this business should have some financial responsibility towards my unnecessary $885 expense.

Hello,? ? ? ? ? This customer has come in and spoke with myself the Store Manager and we have rectified the situationIt seemed to be just a misunderstanding.? The customer has been refunded for their troubles and all was resolved.Please advise if you need anything else Thank you [redacted] ***Store ManageruBreakifix Orange

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedHowever, there were points made that were not trueFirst, I had to contact UbreakIfix all the timeThey did not get in touch with me one timeWhen I first dropped off the laptop, I was told they would call between and hours and that never happenedWhen it was brought in the the second time the same thing happened; they never calledI would have been okay if they just told me that they were have difficulties with it but that was never communicated to meYes, the invoice did read Cleaning and Diagnostics but I asked the technician if they had installed the fan to which they reply was YesAfterwards, when I brought it back in is when they told me that it wasn't doneSecondly, they had the laptop for over one week, I had to have my wife drop it off the second time as I have a job to tend toI, and only I, communicated with UbreakIfixMy wife only came in to drop off the computer one time and that was only after I had talked to UbreakIfix saying the laptop was still in the same condition after one week of UbreakIfix working on it; the problem was not resolved Anyway, I would like if UbreakIfix could send me a check for the monies I paid refunded to me so I don't have to come back inI am very busy at work the next few weeksIf so, my address is: [redacted] *** Thank you Sincerely, [redacted]

From: David F*< [redacted] @ubreakifix.com>Date: Wed, Feb 22, at 11:AMSubject: Re: cid [redacted] / [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] , thank you so much for reaching out to me though email [redacted] came into our Cleveland Park location with her computer that was in very bad shapeThe housing on the device had some pieces hanging on by only a few internal cables and due to the initial condition, it was determined that any work on the device would be too high risk to proceedAt this point, the device was declared unrepairable and the customer was contacted and no work had been done to the deviceWhen the customer came in to pick up her computer, she claimed that the computer was not in the same shape as it was at drop off and it was explained to her that no work had been doneAfter receiving the complaint, the store manager reached out to [redacted] to attempt to resolve the situation however, the store never received any contact back from that point.Please let me know if any further clarification is needed and I will be happy to provide you with further details

In order to issue the refund the customer must come in as we need a signature on the receipt for the refundThere was miscommunication and again we are sorry about that.We made a mistake by not getting ahold of the customer in a timely manorThe repair we attempted did not work therefore we would like to give a refundThis refund has to be refunded in cash as that is how the customer paidAlso a receipt must be signed that the refund was madeThis cannot be done via mailI understand the customer may be busy and not able to make it inWe are open days a week 10am to 7pm Monday-Saturday and 12-on SundaysWe will be closed this subway for the Easter holiday

Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me.? I will wait? for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

I have already communicated with the customer and allowed him to explain his poor experience with my in store technicianWe both came to a mutual understanding that the technician he was working with, did not have a full understanding of what the repair entailed on the customer behalfWe have already refunded the customer for half of he charge as this was our agreement based on the price of the drive that was installed for the customer, which the customer did agree to keep installed in his computerThe customer was satisfied with this and ultimately was very easy to communicate with and definitely ended the conversation praising my manager and technician for their great and friendly customer serviceAt this time, both parties are happy with the outcomeRegardless, my business will still strive to avoid any issues like this in the futureThank you Revdex.com!!

The issue was not simply a loose cable as some people state on [redacted] As that is the case maybe 5% of the time it was not the reason for his screen not working this timeThe issue was the customers mother board which would result in a new phoneWe replaced the screen in hopes that it would fix the issueThe screen was replaced under warranty a few times and at that point we realized it is not the screen replacement that is neededThe tech that was helping him went in the back to find an original apple screen that was not broken so he could take his phone to apple and while the tech was in the back the customer had leftWe contacted the customer on and notified him that we are going to give him a full refund and keep the screen on there and not install a broken screen on the phoneThe right thing for us to do is to give him a 100% full refund and keep the screen on there and not replace it with a broken screenThere seems to have be en a misunderstanding with the tech that dealt with him and it was not handled properly that is why we reached out to him prior to receiving this notice to offer a full refundit is now and the customer has not been able to make it into us for the refundIt is possible he is just busy with the work week but we are going to give him a full refund as our warranty states when he comes back so we can process the refund

I brought my S8 to shop for ghosting screen issue. Tech check out and said it was screen issue. Estimate Repair Time: 24 hours. Phone is 7 month old and still under warranty. 21 days later phone is still not fix, worst yet tech refused to return my phone. the following are the excuse I have never heard of from any service center.
- screen back ordered, no ETA for part availability - screen replaced but motherboard need to be replaced as well. - No time to fix because store inventory due to store ownership change. - Tech day off Return next Tuesday - Internet was down in store could not contact Samsung to get code to replace the motherboard. - Tech account logout need to wait 24 hours to be reset. - Tech waiting for support from Samsung. - Not sure when phone can be fixed. - I cannot return your phone because company policy said phone must be fixed before leaving the store.

Now, I have no phone, no ETA when phone can be fixed. Lesson I learnt DON'T take it to UbreakIFix, send to Samsung repair center instead.

The phone in question was picked up and paid for repairsThey then came back after leaving the store with further damage not related to the first repair we will not fix for free

UBREAKIFIX has a user friendly appointment scheduling system AND when you get to the store, the staff is happy to see youTHEN, they actually fix the problem! This was the 3rd place I took my tablet for repair but it was the 1st place that knew what to do They fixed my tablet in minutes and skipped the part where I got a lecture about how crazy I was to mess up my tablet like that I love this place!

Hi,The store ended up repairing the damage they did at no charge to usthis is not how they should be doing business (breaking things and telling customers to pay to fix them)However, it is now not an issue

Thank you for your feedback and for the opportunity to rectify this situation for you! We are glad that we were able to reach out and speak with you about this situationWe hope that you are satisfied with the replaced LCD and hope this will reaffirm your confidence within uBreakiFixWe apologize
for any inconvenience this has causedIf there is anything else we can further assist you with, please don't hesitate to give our customer support team a call at ###-###-#### at your earliest convenienceOur offices are open Mondays-Saturdays 10-ESTThanks again

Dear Revdex.com,
In regards to complaint ID:
***, the customer brought in the phone for a battery replacementWhen the tech took the phone in, he pressed both the power button and the home button to activate the screen and test the phoneThe screen did not activate when either button was pressed and the screen remained blackThe technician replaced the battery and attempted the same procedureStill the screen would not activateThe technician plugged in the phone to a power source(wall charger) and the phone booted upThe power button and the home button still were non functioningThe customer was made aware of this issue when he came to pick up the phone and he still paid for the repairThe next day the customer came in complaining about the issue even though he was made aware of it the day beforeWe opened the phone to see if any of the flexes had torn during the repair which they didn't and we even tried a new power button flex, home button flex, and dock connector flex(because he was saying his mic didn't work)With all these new flexes installed, the phone still did not operate correctlyThere was clearly an issue with his phone's motherboardWe offered and gave the customer a full refund for the battery replacement because it obviously did not solve the issues he possibly thought it wouldIt was noted to the customer that his phone had been modifiedHe had polished his aluminum frame to look chromeIf you google "Polish iPhone Frame" you will see that to polish the frame you use an aluminum or metal polish and sanding toolWhen you rub this polish onto the frame there are plenty of holes, ports, and cracks this polish can seep into especially since this process is repeated several times to get the chrome look on the frame that many people are going forMetal/Aluminum polish is full of chemicals and may cause damage to a motherboardThe chemicals, if not cleaned properly can damage certain components over timeFor a technician, a battery replacement is one of the simplest repairsFor this iPhone 5, the only part removed is the front assemblyThere is no need to remove the parts the customer was claiming did not workWe would take responsibility if this is something we caused but the customer did not bring the phone in working condition.
Thanks for your time,
uBreakiFix Orange Staff

Hello, This customer has come in and spoke with myself the Store Manager and we have rectified the situationIt seemed to be just a misunderstanding. The customer has been refunded for their troubles and all was resolved.Please advise if you need anything else
Thank you*** ***Store ManageruBreakifix Orange

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Thank you for responding. Allow me to cut to the chase. The repair information you provided is accurate however, the proximity sensor is functional if pressed fairly firmly which should not be the case. The fact that the glass is once again prying away from the case, after your store attempted to fix that issue, recesses the sensor too farThis is a direct result of the repair. You are also correct, the remedy you supplied is not sufficient. Why would I worry about placing a screen protector on a glass screen that is prying away from the case already? Why place my phone in a case when that doesn't resolve anything as far as the issue is concerned? The bottom line is this. My phone functioned better, with the original cracked screen than it does now as a result of your company repairs or attempts to repair. I thank you in advance for any further consideration
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI will be in sometime todayDo I need to speak to a specific person? Ryan called me yesterdayI tried calling him back today but he wasn't availableThank you
Sincerely,
*** ***

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.? I will wait? for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***