uBreakiFix - Phone and Computer Repair — Attraction in Charlotte

This is probably the 2nd review I've ever made in my life (22). This was the worst customer service I've ever had by a mile. I don't know if it's standard for an electronics companies to take 2 months for a job but everything in between did not need to be. Everything they did took like a week, each time they tried something. My laptop had a broken fan, I bring it in, they charge me $90 for diagnostics but then $60 for a fan replacement before they even know if it'll fix the problem. A week or two later, I get the laptop back, they didn't check if it was fixed so I bring it home thinking it's fixed and it isn't. They try replacing it again, and the next week, they don't check it but I know not to trust them by now, so I test it and now both fans aren't working (how do they make it worse). They tell me they don't know if they can fix it, if not they'll refund me, etc. So the next month or so is spent dicking me around as they send it to their factory cause I guess the actual tech people are over there. Every time I call for an update, they don't know, and when they say they'll call me, they never do, I have to call them. I called them one time and the guy is surprised I'm calling "Oh Mr. Claffey, yea I said I'd call you... call you friday... What can I do for you!" and it's the tuesday after. Finally they do fix it, I go to pick it up, and the manager Marissa is having a back and forth yelling match with some guy. I don't know what the issue was but she clearly has no training nor know-how on how to deal with customers, she was interrupting him constantly, being very defensive, out right correcting him, telling him "You may think the customer is always right, but they customer is not always right.". To be fair, he was rude, correcting, and not listening as well, but the manager shouldn't be as rude as the customer. Neither was listening to each other, both were passive aggressive, and it was just pathetic to watch. They finish and I go up and ask for my laptop back, and tell Marissa that I was told I would get a refund on the fan they charged me for since it wasn't the right fix. She says no because it is now fixed and that I'm actually coming out ahead because the actual solution cost $250. I asked her why I'm getting charged for a solution (the fan replacement) before we even know if it's correct and she shines a big smile at me and says "Because you get back a working device!" as if the service actually being provided in the end is so grand. She was incredibly defensive, passive aggressive and had a ton of general attitude. She clearly enjoyed making her hatred for her job the customers problem by being shoving her extravagant generosity and politeness in your face. I wasn't raising my voice at her nor being rude like the other guy but she basically treated me all the same and wasn't listening to anything. Me coming out ahead doesn't matter when you're charging me before I agree to the charges. You don't go to the mechanic for new windshield wipers so he can charge you for new brakes and an oil change. If there was a cost, I should be notified of it before hand so I can agree, or go to a different company, as opposed to I just pay for whatever they find. You don't surprise someone with a cost and then hold it against them. The other employee I talked to shouldn't have discussed refunds with me if they weren't going to be honored when the fans weren't the correct solution. This company should warn customers that resolutions can take weeks to months. I'm amazed this woman was able to become a manager. I would show her to my future kids as an example for why you stay in school to not end up in a job you hate, growing up spiteful and insecure. For her sake and everyone else's, she should get another job, she clearly has no business dealing...

This place did fix my Gaming Console's "updating" issue, which I'm grateful for, but I do have small feedback for this establishment.

The communication that I experienced here was not great...at all...

I had to call them multiple times just to check on the status of my gaming system. Sometimes, they wouldn't answer, which prompted me to contact their Company Call Center number just to reach them.

When I did get someone on the phone, they then would tell me what's going on with my console and then told me to pick it up (last Saturday), but they also would send me a text/call on that day for pickup.

Of course, I did not receive anything, which prompted me to call again and then, of course, get no answer. The next day (Sunday), I called but no answer as well, and I called within the hour of their opening. The Call Center even dialed them up that morning and did not receive an answer either, which even they noted they found to be strange. They told me to try again in the afternoon. Called, but nothing. Then, even the Call Center didn't answer when i tried to dail them back. I actually went to this establishment's location only to find that they were closed when their hours online showed them open.

So I call them this Monday (Again...) and finally, they answered. I asked about my console and then they were slightly confused on the status themselves (guess because their were new ones handling the case) and the reason was because someone did not put the proper "work notes" providing what went down with my gaming console and its completion status update.

Eventually, they saw that it was done and told me I could pick it up that day. The reason I did not drop a star on this review is because they did not charge me the full cost for the fix; only the "diagnostic" price they charged me for, which I am definitely happy for. Not doubt I'm sure they did that as an "apology" for this first experience I had.

Nonetheless, as I've read in other comments for this business, they need to be prompt and stand on their "calling responses." If you say you will call on a certain day, make that call. If your hours are posted as being available on certain days, then be present on those days.

Will I come back? Perhaps, but hopefully, if and when I do make a visit in the sequel, these issues can be "fixed," just as their...

This location appears to be severely understaffed and poorly managed. I had a work order placed around a month ago for a single laptop part replacement that arguably could’ve taken 3-4 hours for diagnosis and service excluding the part delivery time. To be clear, the order has still yet to be done.

During the last month, they held my laptop overnight for most of a week for diagnostics while I was under the belief it would be returned the day after. The only saving grace of this location for me so far in my experience was a few polite customer service representative.

The location as a whole overpromised and underdelivered on several occasions and the entire experience required a ridiculous number of call backs that could’ve simply been avoided if they had simply told me they were swamped in work. I could’ve had my laptop fixed at a different location- or even by myself with the right tools and saved myself so much more time, energy and money.

I’m an extremely patient and polite person the vast majority of the time, but my experience here was undoubtedly and unfortunately bottom of the barrel.

Update: my laptop was deemed “unrepairable” during the repair phase and I was still charged a $60 diagnostics fee. While I’m not against a diagnostics fee, and I’m not one to argue with the facts. I don’t understand why my laptop was deemed “unrepairable” during the repair phase and not the diagnostics phase. Isn’t that the entire point of the diagnostics phase to begin with?

Update 2: I just got my laptop back, there are screws missing and my laptop sustained further damage from the store. For example, the back of laptop won’t close anymore and the screws aren’t replaced correctly. I don’t even know what to say. Even the screwdriver I lent them specifically for the screws in my laptop wasn’t returned. I can even hear screws on the inside of my laptop being jostled around when I move it.

This has been, by far, the worst experience I’ve had, ever, anywhere as a customer. And the worse part is that I know the workers probably had...