uBreakiFix - Phone and Computer Repair — Attraction in Sugar Hill

I have a samsung galaxy note 9 that was purchased at the beginning of April. Sealed brand new in box. After an update the vibrate function stopped working. Called Samsung and they told me to go to this facility as it is one of their contracted warranty repair services centers. I stop by on August 27th. To have the phone looked at by a technician and they reviewed what was relayed to me be samsung. Samsung believes the issues to be software related. They take my phone to hook up to a computer for 40 mins. Upon my return to the store I was informed that the software update was fine and they could see no issues. I was then informed that they diagnosed the problem as being the vibrator motor and it would need to be replaced. After clearing the warranty with Samsung I brought the phone back on the 31st of August. I arrived at 11am. I was then told it would take 2hrs. As the the front counter person inspected my phone it was clear that there were no signs of wear and tear and he commented on how the phone looked new. He then laid the phone on the counter and when he had to look at something on the back of the phone instead of lifting it back up he slid it partly on the counter to flip it over. I asked that he pick the phone up next time. On the service ticket he writes that the phone is in good condition( for them that means there are scratches, scrapes, and blemishes on the phone). As I questioned why he would put that as the condition of the phone he stated that even though my phone has no damage he can only rate it 4 stars. If the phone was exactly brand new as in purchased within a week they would rate it 5 stars. After 2hrs I receive a call from uBreak telling me that the vibrate motor was fine, and that there might be a board issue. I asked the technician if he could see and damage to the board such as black spots, or broken soldering points. His was response was no. But he believes it to be a board issue(he sounded as if he was just guessing at this point). I was then informed it would take another hour to put the phone back together. I now arrive back the store around 3 to give them ample time to have the phone ready. When I arrive they had just finished putting it back together. As I inspected my phone. I noticed that there were 2 spots on the back glass that were not there before. As I show the guy at the front counter he calls the the technician out. As I point out to him the damage he has a very nonchalant attitude and says that the spots are very small and that if I send it to samsung since they can't fix it then they won't worry about it. I informed him that they might not worry about it but I will. I handed you a phone that was "like new" condition with no damage anywhere! And you hand it back to me damage as if its okay because the damage is small. No it is not okay to me or anyone else who brings their phone, tablet or whatever needs to be serviced in excellent condition and you hand it back damaged! He tried to blame it on the machine that they use but it sounded like pure deflection to me. I would not recommend bringing anything to this place to have it diagnosed or attempted repair. I have contacted Samsung and informed them that they should send their customers elsewhere and that they should not use them for samsung approved repairs. If I could rate...

I was sent to this business by Asurion due to an insurance claim for a broken screen on my S8+. The manager, Brian Woods, was very difficult. Obviously, with a broken screen, the phone was hardly operable. They insisted on having any security code - which would violate my company policy- so I factory reset the device. Even upon a successful factory reset, Brian insisted the phone would not be able to be tested. This makes no sense at all what-so-ever - the device is in a like-new software state and will be operational upon successful repair! Upon concluding the drop off at 11:30am, he instructed me it would be 5 hours before the repair would be completed. To note: Asurion's service level agreement is roughly 2 hours for their contract with this business.

They do have an online tracking system for the status of the repair - which is pretty neat. It alerted me when my device was "completed". I did not receive a call from anyone, so I called up to check after 45 minutes not hearing from him (around 2:30pm). He did tell me the device was ready for pick up. Upon arriving, I retrieved my device and headed back to work.

I tested my device when I finally got the opportunity towards the end of the work day. My device was totally busted- 1. The cellular radio was not even hooked up! 2. The microphone was not hooked up! 3. the charging port was not properly connected internally! I used Samsung's diagnostic app to tell me all of this information (which supposedly they use a more elaborate samsung application with the phone in diagnostic mode (which doesnt even require a PIN, btw). In conclusion, I was given back a an over-priced paperweight. I called the store at 5-5:30pm and make him aware of the issues. He stated that "This is what he was afraid of" and that I "could come drop the device back at the location and he would fix it Saturday or at least by Monday because he would not be able to get around to it by Close of Business @ 7pm.". Had he performed any standard testing - MAKING A PHONE CALL, TRYING TO BROWSE THE WEB, PAIRING A BLUETOOTH DEVICE - ANYTHING- he would have known the device was not in a functional state! This is unacceptable!!!

Thankfully, my business relationship with this location was only because of Asurion. I reached back out to Asurion to make them aware of my experience and results. They rectified the situation by issuing a total replacement for my device. (Thank you, Asurion!)

Regardless, due to this "managers" incompetence, I Am still without a phone over the weekend. I HIGHLY RECOMMEND YOU TO AVOID THIS LOCATION! I have 2 children with devices and we have frequented CPR, less than a mile away, with NO NEGATIVE EXPERIENCES, reasonably priced out of pocket costs and EXCELLENT SERVICE WITH A SMILE! Even when my daughter experienced problems 5 minutes to close with a screen repair @ CPR, they had it fixed in 30 minutes and stayed late to provide AMAZING CUSTOMER SERVICE (which is not existent at this business being reviewed)! IF YOU MUST DEAL WITH UBREAKIFIX, CHOOSE A DIFFERENT LOCATION! THIS LOCATION NEEDS NEW MANAGEMENT! ...

I use my phone for work, so I needed to make sure my phone was fixed as soon as possible. I brought my phone in on Saturday and the pickup time on my receipt showed that the repair would be complete by 6:49 PM. While checking for the store number to locate the status of my repair, I learned that this location closes at 6:00 PM. Not only that, it’s closed Sunday and Monday while other stores in surrounding locations were open?

On Tuesday morning which cost me two days of work, I went to pick up my phone at 10:30 AM since they opened at 10:00 AM

The door was locked. I came back again at 11:40 AM, and it was still locked. Another customer with a similar situation was upset that it was closed too. Using my roommate's phone I called the corporate office to see if there was an issue. Even then, the manager I spoke to was muttering and rambling about ‘power’. My roommate and I asked him to elaborate and he just said ‘it’s probably a power outage’. How is there a power outage when I can clearly see that there are TVs and lights on in the store since 10 AM with each visit? The manager explained that they were ‘supposed’ to let customers know, but offered no solutions of contacting his own employees or anything. Then the manager didn’t say anything: the long period of silence was embarrassing on his behalf. Was the situation just too complicated for him that it made him shut down? It was too hard to call their office to see what’s going on?

It’s sad that the technicians had terrible communication skills but a supervisor from a corporate office is just as bad. When I finally came to the office on Wednesday, the repair wasn’t even complete so I had to wait an hour and a half.

In between this waiting, they gave me status updates on MY phone. Not the other contact number I gave them, which was my roommates. All together, I’ve never had a situation this terrible where I needed to write a review like this. They can care less about their customers and it shows. I’m never going to this...