uBreakiFix - Phone and Computer Repair — Attraction in Cedar Park

I’m posting this on behalf of my husband. In early January my husbands phone was damaged (cracked screen) while at work. We had a friend recommend this store as it is Google certified. My husband uses a Google Pixel 7 and he only had it for a few months prior to breaking it. They were very friendly and replaced it within a few hours. I’m not sure what happened but after a few hours there were these white lines across the screen and they forgot to put the pins down which caused the screen to be damaged when my husband used it. He brought it in the next day and they fixed it. They didn’t charge us and owned up to their own mistake. Now the reason for the one star. In late June my husband dropped his phone in the pool. It wasn’t in the pool for more than a couple seconds but his phone was toast. My husband immediately put it in rice overnight but wasn’t to worried about it since quote “withstand submersion in up to 1.5 meters of water for 30 minutes.” Like mentioned his phone wasn’t in water for more than 60 seconds. In the morning he realized the phone wouldn’t turn back on and you could see water in the flash. He realized then that the screen wasn’t correctly put on or the waterproof seal wasn’t added/ put on correctly to prevent water from entering. When he took it back in a guy said they couldn’t guarantee anything but could try and dehydrate it for $50. Of course $50 is better than a $800 new phone so we said yes. They said the phone was damaged and they couldn’t do anything. My husband ended up paying $600 and sending it to Google asking them to fix it. Google sent the phone back to us along with a refund and said that they don’t cover water damaged phones BUT it shouldn’t have had damage from 60 seconds in water and that they added notes when we take it back UbreakIfix and they would replace the phone with something refurbished since they were at fault for replacing the screen wrong. This isn’t something I came up with. This was something directly stated by Google when I talked to them over the phone. Took it back to UbreakIfix and they decided to look at the phone once again. I told them that Google added notes they should be able to see on the computer regarding a certified Google employee determined that this store was at fault. waited a few days and my husband said he never got a phone call or anything about the phone. He ended up calling and they told him that it didn’t work and they wouldn’t grant him with a new phone. He asked to speak with a manager and they told him he would be in on X date. This would turn into a 3-4 week issue where the manager was never in when the employees claimed. They also would say the manager would reach out which never happened. After 3 weeks and no phone my husband went to the store. (We aren’t local to the cedar park area and we did expect a call before we got fed up.) My husband finally came in yesterday to talk to the manager which an employee claimed the day before that he/she would be in. First off, no manager was there when he came in. Secondly, they wouldn’t replace the phone even after Google said that they should. So not only is he out a phone. We spent quite a bit of money going back and forth. Looking back it would’ve been easier to get a whole new phone, but we weren’t at all thinking it was damaged to the point that it would be a paperweight. Phones are typically waterproof for a short period of time. Super unhappy for my husband and I’m VERY disappointed with the lack of communication and still no...

SamsungCare+ and UBreakIFix – A Long, Frustrating Experience

I wanted to share my recent experience with SamsungCare+ and UBreakIFix, in case it helps others avoid the same issues.

I accidentally cracked my phone screen and filed a claim online. I brought the phone to UBreakIFix in Cedar Park, TX. The technician processed the repair and told me it would take about an hour. When I returned, they handed the phone back and informed me that Samsung had canceled the claim—no explanation, just that “Samsung wanted to.”

I tried calling SamsungCare+ multiple times, but the automated system wouldn't let me through due to a one-digit mistake I made when creating my account. Despite trying to correct my contact details online and over the phone, the incorrect number remained. Every time I called, I had to enter the wrong number and explain it to the rep. Later, I noticed that an AI system had been added to the support line, which kept dropping my calls. Whether it’s just buggy software or a way to avoid customers—I honestly don't know.

Eventually, I was refunded for the canceled claim and, with a rep’s help, filed a new one. This time, I went to UBreakIFix in Round Rock, TX. The technician successfully replaced the screen, but unfortunately damaged the front camera during the process.

To their credit, UBreakIFix admitted the mistake immediately. Here’s what I was told:

"The camera was damaged when he did the screen repair. We do not have another camera yet—I can order one (3-day shipping), or you can call your insurance company who paid for the first repair and they can send you another S25 Ultra."

Assuming they had ordered the part, I waited three days and called back—only to be told they couldn't order the camera without another claim being filed. That began another round of frustrating calls with SamsungCare+.

Initially, I was told an internal ticket had been raised and someone would contact me. That never happened. I followed up, was told again that nothing had been filed, and only after speaking with a supervisor did I learn they now needed an email from UBreakIFix confirming the damage was their fault.

At this point, every call brought a different story about costs and next steps: refund the original repair, charge \

30 for a new claim, charge \\

The supervisor assured me that the case had been escalated, that he would personally guide the resolution, and that an email had been sent to samsungmxcare@servify.tech, with me CC’d. But after the agreed follow-up period, no one had reached out.

I called again, spent another 30 minutes getting past the AI system, and was told the email was never received. A representative sent me a test message to confirm the email address was correct—which it was. Just in case, I replied manually, copying the email address again, and called back. Another hour of my time later, we discovered that SamsungCare's system filters out some incoming emails, one more amazing way to make it difficult. Only after replying directly to an email sent by the rep with a screenshot of the email chain did it finally go through.

Now they’ve allegedly raised a ticket—yet they still want to charge me again for something UBreakIFix has admitted was...

Absolutely horrible experience with MacBook "repair", beware.

On the day we dropped it off, we were assured that it would be completed, at latest, by end of day Sunday. I returned to the store on Sunday, to check on the status. After the employee went to the back, he returned advising that "it had not been touched" due to their being under staffed, and not having the available technicians to complete the repair. They couldn't give me a specific day it would be completed, and instead said Monday or Tuesday. I returned to the store on Tuesday, to experience the worst interaction so far. When I asked the employee about the repair, he went to the back and returned, saying the lcd they ordered had in fact been received defective and they were unable to repair the system. But, that they ordered a part, and had it overnighted, and repairs should be completed by Thursday. When I asked why the customer had never been called with any of these updates, and why I had to continue to go in person to the store for any updates, he again advised they were understaffed. I explained that I understood that, however it was no excuse to not provide updates to a paying customer. He proceeded to ask me if I would like to get behind the counter and talk to people, so he could get to the back and catch up. I am the engineering liaison for a large PC company, but I am also a female. Their employee, suggesting that I watch his counter so he could perform the repairs, was demeaning and aggressive and unprofessional. I proceeded to ask him for his name, and he said he was not required to give me that, and followed up by saying "BYE". I then asked for his manager and he said "BYE" loudly and left me in the lobby, walking into the back. I then called the store on Thursday for an update. Was advised then, that despite the fact that they said they already overnighted the part, there was now an issue with the "parts distributor". So, finally at their wits end, the customer requested I pick up the system unrepaired today. I went to the store, and after being told they would get it, they returned saying that her computer was in pieces and they would be unable to return it until their technician reassembled it, first thing tomorrow morning. At this point, I don't even have any confidence that her computer will be returned with only the same issue it was dropped off with. The store has acted dishonest and cagey, withheld information and been outrightly unprofessional and disrespectful. We already have a case manager assigned, however they advised we should be able to pick up the system today and clearly that wasn't accurate information. How are these even legal practices? That is without even mentioning the hours of time I've spent on the phone, literally being transferred back and forth between the same two departments, both telling me neither could help me. All of this happening on a Friday, right before apparently NO ONE with their corporate support team is available on the weekend. Let's take bets on if the system will actually be functional once they reassemble it, or if will actually even be reassembled by tomorrow for us to pick up, still unrepaired. Based on our journey so far, I am...