uBreakiFix

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. The owner was very, very professional and handled everything! 
Regards,
[redacted]

I have already communicated with the customer and allowed him to explain his poor experience with my in store technician. We 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 behalf. We 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 computer. The 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 service. At this time, both parties are happy with the outcome. Regardless, my business will still strive to avoid any issues like this in the future. Thank you Revdex.com!!

To:      Revdex.comFrom:    Michael G[redacted], co-owner uBreakiFixRe:      Complaint ID#[redacted]Date:    2/6/2018To Whom It May Concern, I am writing in response to a complaint about our business by Mr. [redacted] First and...

foremost, I offer my sincerest apologies that we are not able to accommodate Mr. [redacted]'s recent request of a replacement device. As well, we empathize with his frustration with the whole situation. If he would like to contact me directly, I would be very happy to chat and offer an (admittedly small) token of our sympathy in the form of a new phone case and screen protector. I understand he is frustrated and this may seem too small an offer to bring satisfaction. But, at this time we simply can not do more.   Mr. [redacted] brought his phone in for repair in May of 2017. We successfully performed a screen repair on the device. However, Mr. [redacted] returned to tell us the "proximity sensor" on the phone was not functioning properly. This was very frustrating because that particular problem is very common with that phone and cannot be repaired due to the fact that the sensor is soldered directly to the motherboard. It is an issue that has plagued that device since it hit the market and it is a problem that unfortunately has to be brought to the manufacturer. I can not say that it is impossible that our repair caused the problem - weird things do happen often in our business. But since the screen repair doesn't involve that part of the phone, it is unlikely that the repair caused the sensor to malfunction. Regardless, that having been said, when Mr. [redacted] returned, we tried to rectify the problem with a significant discount on the repair and Mr. [redacted] seemed to be very satisfied with that remedy at the time and we hadn't heard from him since then. The main impediment we face now is that our warranty period - even though the most aggressive in the industry - is only 90 days, and we often go beyond that period. But, unfortunately, it has been 9-10 months since we last spoke with Mr. [redacted]. At uBreakiFix we pride ourselves on an unsurpassed customer service record. Our brand is known to be one of the top rated companies in the world when it comes to customer service and NONE of our competitors even comes close. That is why it bothers us so deeply when we see the very rare situation where we are not able to have a customer walk away exceedingly happy. We will continue to do our best and try to avoid any situation like this in the future.  Sincerely,

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 resolved. However, there were points made that were not true. First, I had to contact UbreakIfix all the time. They did not get in touch with me one time. When I first dropped off the laptop, I was told they would call between 24 and 48 hours and that never happened. When it was brought in the the second time the same thing happened; they never called. I would have been okay if they just told me that they were have difficulties with it but that was never communicated to me. Yes, the invoice did read Cleaning and Diagnostics but I asked the technician if they had installed the fan to which they reply was Yes. Afterwards, when I brought it back in is when they told me that it wasn't done. Secondly, 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 to. I, and only I, communicated with UbreakIfix. My 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 in. I am very busy at work the next few weeks. If so, my address is: [redacted].  Thank you. 
Sincerely,
[redacted]

From: David F[redacted]<[redacted]@ubreakifix.com>Date: Wed, Feb 22, 2017 at 11:05 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 shape. The 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 proceed. At this point, the device was declared unrepairable and the customer was contacted and no work had been done to the device. When 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 done. After 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.

[redacted] dropped of his computer with an extra fan in case that is what was needed to fix the computer. We advised him that we would run our diagnostics first which would test all the hardware and software which could take 24-48 hours. We ran through the diagnostics and the computer was unable to be...

opened because of the way this computer is made. The computer is riveted together. We opened the computer as much as possible and cleaned out a lot of dust from the fan. After cleaning that out the computer turned on and stayed on over night. The initial issue we assumed at this point was due to the board overheating because the fan was clogged and would not spin to cool down the board. [redacted]s wife came to pick up the computer not [redacted] and [redacted] explained that we did a cleaning and did not replace the fan and if it happens again to come right back. It happened again so they came back. We then tried to open the computer fully once more but we unable to due to its build. However the computer was on and still running for us.  Ryan the manager at the store advised [redacted] to offer a refund and apparently that was never communicated to the customer according to [redacted]. We were offering the refund because the initial cleaning that we thought fixed the computer in fact did not fix the computer. We have been in contact every time with the customers wife and not [redacted] the customer and there seems to be a miscommunication happening. We are not holding the customers money hostage in anyway and were already willing to provide a refund. We have called the customer and left a message to offer the refund as well. The customer paid cash so we need them to come to the store to offer the refund. We are a professional company and I am sorry the customer feels this way about us. We were just unable to perform this repair and that is why we are willing to offer the refund. It is impossible for us to make the computer worse because there was no significant changes made to the computer aside from cleaning the fan that was filled with dust. We have a partnership with [redacted] and [redacted] which is the largest electronics insurance company, we are a respected company and knowledgable on repairs. I am sorry this customer feels this way about us and that is fine. That is their opinion and we are more than willing to give a refund. We are human beings and made a mistake and are willing to admit it. We do not claim to be all knowing, we thought we fixed the computer however we did not so we are offering a refund. I also would like to point out that attached to this is the sales receipt that the customer paid. The repair paid for as it says on the receipt and that was signed was $49.99 for a board cleaning (AKA a fan cleaning due to the fan being attached). The receipt stated what was being paid for not a fan replacement, we never claimed to replace the fan we returned the fan the customer supplied back to the customer.

In order to issue the refund the customer must come in as we need a signature on the receipt for the refund. There was miscommunication and again we are sorry about that.We made a mistake by not getting ahold of the customer in a timely manor. The repair we attempted did not work therefore we would like to give a refund. This refund has to be refunded in cash as that is how the customer paid. Also a receipt must be signed that the refund was made. This cannot be done via mail. I understand the customer may be busy and not able to make it in. We are open 7 days a week 10am to 7pm Monday-Saturday and 12-5 on Sundays. We will be closed this subway for the Easter holiday.

Hello,
      This customer has come in and spoke with myself the Store Manager...

and we have rectified the situation. It 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

Hello,      This customer has come in and spoke with myself the Store Manager and we have rectified the situation. It 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

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 time. The issue was the customers mother board which would result in a new phone. We replaced the screen in hopes that it would fix...

the issue. The screen was replaced under warranty a few times and at that point we realized it is not the screen replacement that is needed. The 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 left. We contacted the customer on 10/**/2016 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 phone. The 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 screen. There 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 refund. it is now 10/**/2016 and the customer has not been able to make it into us for the refund. It 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.

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 situation. We hope that you are satisfied with the replaced LCD and hope this will reaffirm your confidence within uBreakiFix. We apologize...

for any inconvenience this has caused. If 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 convenience. Our offices are open Mondays-Saturdays 10-7 EST. Thanks again.

I am writing this letter concerning services I received from ubreakifix. I went there to get my screen fixed on my [redacted]. I went to ubreakifix to fix the shattered screen on my cellphone and was told that it would be simple to replace. I was told it would be approximately 7 to 10 days for the entire process to order the screen to put in place as well. It was 16 days before I received my phone back, once I received the phone I noticed that it didn't look quite right. I figured maybe it was the lighting, so then I took it home and continued to inspect and notice the seal on the phone to keep the front screen in place wasn't secure. I called the business to notify them the the screen was not in place and you can see the lighting in the middle of the phone. I was told to bring the phone back in and they would take care of it, once I brought it back in the staff looked at the phone and replied " this phone is a hard one" I worked really hard on this one". He said to hold on a minute and looked at the phone and said he needed to reorder another screen. I left the phone and it took another week, once receiving the phone the screen still wasn't in place and they were unable to secure the screen. I was then told that there wasn't anything further they could do other than refunding the money I paided to fix the phone. So I was left with a phone that no longer had a seal and then I realized that the sound begin to go and had not control over the sound. The clarity was also going on the phone. So I told "[redacted]" the owner that you took my phone apart and now you have no idea how to put it back together. All they had to say is they didn't have experience with [redacted], and I would have looked for another company to replace my screen. My phone was 7 months old I purchased the phone for 350.00 and I want new phone. Ubreakifix purchased a refurbished phone for me another [redacted] but a different model. The new phone is just as worst as the one I shattered in the beginning.Product_Or_Service: [redacted] Desired SettlementI would like Ubreakifix to replace my phone and give me the model that I originally had and completely free of charge. I paided 30.00 to have a cheaper version of the originally phone I had initially. The current phone is refurbished and it doesn't work well at all and I don't have any warranty on the phone nothing at all. The sound doesn't work the clarity on the phone is terrible and it isn't the phone I ordered, I should have received my original phone like it was when I gave it to them.Business Response Hello Mr. [redacted]. We're sorry to hear that you are having these problems with your replacement device. We bought the new phone in an attempt to replace your original one considering no matter what we did, it didn't seem to satisfy you. However we do give a 90 day warranty on everything that we provide. I'm sorry that you felt you needed to go to the Revdex.com to try to dispute this case, but we are more than willing to help you out. It seems that you are having "clarity and sound" issues with the phone. The sound issue seems to be a constant theme and I'm not sure if we can remedy that , however if the clarity of the phone is not up to par, we will gladly help you out. Also could you respond and tell us what model phone you currently have? We ordered one that was supposed to be the same as the one you provided originally, however sometimes distributors can get mixed up. Contact us at your earliest convenience so we can settle this issue.

Review: My cellphone was broken, and we took it in last Friday. We picked up on August 6th. To make long story short, we had to wait for several days as we had to wait for someone who is responsible for repairing the phone to come in. When we finally pick it up, the repair itself is in subpar quality. On the next day, I accidentially drop a phone (no more than a foot), and the cellphone shattered. My girlfriend called on my behalf and said that there will be no discount or deduction or that warranty is appicable. However, the overall quality of work is so subpar that it does not reasonably repair the cellphone in compliance with the price. Frustrated, I drove around 12 miles to talk to the person, but this person had no patience to communicate with me. I asked him to repeat himself again (I am Deaf), and he became a bit aggravated. I told him that I would think about paying another 75 dollars. When I came back 15 minutes later to pay, the same personnel was on the (personal) phone and deliberately ignored me for a good 5 minutes and refused to acknowledge me. Furious, I left for two reasons... I had to work on a short notice and secondary... I was horrified by horrendous customer service and lack of apathy for my hearing losses.Desired Settlement: 150 dollars.

Business

Response:

Hello, This customer has come in and spoke with myself the Store Manager and we have rectified the situation. It 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

Review: Took my iphone for a new battery. Dropped it off, came back with a unresponsive phone. Still had to pay took it home came back the next day to complain but accused me of bring it like that. And made excuse for every question I made. Took it to get a second opinion from someone and iphone didn't have any signs of me for water damage or misusage. After days of trying to figure out the problem motherboard had pry damage from battery installed incorrectly causing microphone failure, power and home button unresponsive.Desired Settlement: Want phone working again without me putting any money on it.

Business

Response:

Dear Revdex.com,

Review: I dropped off my iPod on 04-22-2013 to have my control wheel and locking switch repaired..The Store associate said that it would be fixed by wensday 04-24-2013...On 04-26-2013 I had to call store to find out status of my iPod. The Store associate informed me that they had broken my Ipod trying to repair the parts that were broken..on 05-06-2013 I once again had to call store to find out status of my iPod, they told me that it was ready for pick up and they apologized for not calling me. On 05-08-2013 I picked up my Ipod which now had deep scratches on face and chiped cover. when asked associaite about this his reponse to me was that this was the best I was going to get...Desired Settlement: To have my Ipod repaired to original state that it was in

Business

Response: