uBreakiFix - Phone and Computer Repair — Attraction in Dallas

On September 4th, 2024, I went into the AT&T store located on Oaklawn Avenue. I needed to buy a new phone and got a new salesperson. I say his name due to the repercussions that he might face due to this review. But he was great. He was friendly, fun and did everything I expected of the salesperson.

I took the new phone home and for 2 weeks was having problems with it charging. It never got above a 75% charge. I would even turn the phone off at night and let it charge for 10 hours and it still would not get above a 75% charge.

On the back of my AT&T receipt it said that within 14 days of purchase that you can make an exchange or even get your money back on a purchased phone.

Exactly 14 days later on September 18th, 2024 I went to the Oaklawn store right when they opened. All I wanted was an equal Exchange. I did not want my money back.

When I got to the store and told the two gentlemen at the door my situation, they acted as if I was interrupting their conversation. They didn't look at my account, they didn't try to help me, they didn't even move from their spots as they told me that I had to deal with this issue with AT&T customer service.

It wasn't until this moment that I realized that reverse discrimination really does exist.

I went right home and called AT&T customer service and they told me that it was a point of sale issue and that I had to take the phone back to the Oaklawn store for an exchange. I then went back to the Oaklawn store and got my original salesperson and of course he had to ask his managers what to do.

They were not interested in exchanging my phone like I requested. The manager then told me I would have to take my phone across the street to uBreakiFix Asurian so that they could run a test on my phone and fix it.

I went immediately across the street to uBreakiFix Asurian. I dealt with Patricia and Kevin and they were great. I have been to this location several times to have my phone fixed and Patricia has always taken GOOD care of me with the utmost respect and I love her for that.

They told me that the phone's Port needed to be changed out and the part was ordered and it would take two days to get in and then another day to fix it. They did just that, change the port and I went home and the phone charged a little bit better but never to a full 100%. I then took the phone back to Patricia and Kevin and they a full Diagnostics on the phone and told me that it was a motherboard issue, and that I would have to take the phone back to the AT&T Oaklawn store. They get a 5 star review.

There was no way I was going back to the AT&T Oaklawn store. I went to the downtown Dallas AT&T store and dealt with Manuel and Bryant the manager. I told them my situation of which had been well documented in my account. Without hesitation Bryant exchanged my phone. No questions asked. I was kind of emotional when he did this because I had spent the last 3 weeks dealing with this phone and getting nowhere. Bryant and Manuel treated me like a customer. They get a 5 star review.

The Oaklawn store needs to take lessons from Bryant at the downtown Dallas store. They know how to treat a customer. The Oaklawn store is right in the middle of the gayborhood, and they are NOT gay friendly at all. A couple of those employees are just WANT-TO-BE-THUGS with SAGGING pants while working. This is NOT professional. I guarantee you, you would not see sagging pants at the downtown Dallas AT&T store. If I could give less than a one-star review for the Oaklawn store, I would do so. I will never return to this store. I will always go to the downtown Dallas store from now on.

A big thank you to Brian and Manuel at the downtown Dallas AT&T store and a big thank you goes out to Patricia and Kevin at uBreakiFix. I also would like to give a shout out to my original salesperson at the Oaklawn store. He truly knows how to treat a customer...

I loathe having my phone in a case, so when I bought a new Galaxy A52, I figured I'd just pay $4/month for Samsung Care+ instead. The A series phones are fairly durable and I knew the chances of the screen cracking from a drop were fairly low, but would happen eventually. This morning the inevitable happened, and I wasn't quite sure what to expect in terms of the repair process. Fortunately everything went perfect. Filed a claim online with Asurion and paid the $30 deductible. I was given a list of uBreakiFix (which they own) locations to choose from, and selected this one.

When I arrived I was greeted and the technician was able to pull all my information up in the system- nice! She confirmed the parts were in stock, and asked me to write down the swipe pattern on the receipt so they could run Samsung's diagnosis/calibration software. I was informed the repair would take a bit over an hour, and invited to share a secondary phone number or to just come back. Thanks to Google Fi I can answer my phone from my laptop over Wi-Fi even when it's off, so I just told them to call me there.

After a great croissant and cappuccino at the nearby bakery, I received a call just a tad over an hour from when I left informing me the device was ready. I came back to find her looking perfectly shiny, with both the screen and outer casing replaced. This was great because there had been some minor damage to the case but I didn't want to have to pay for a full replacement device and was willing to deal with it. Fingerprint sensor works great, and somehow the camera punch hole is better aligned than before. 🤷‍♂️ The calibration software managed to change all my defaults to Samsung apps, which wasn't appreciated, but that's not their fault. I was just thankful there was no data loss.

In all I would highly recommend this establishment for your device repair needs, and will absolutely be returning (although hopefully not for a while). I was a bit skeptical about the insurance company owning the repair company, but in all it results in a great service experience....

Short: The staff could care less about customer service, constantly overestimated timeframes, and I believe they LIED about repairing my phone after a second visit. Take your business to another franchise if you have to use this company.

Long Version: Went in for a battery replacement. The tech quoted me 2 hours, and said he would contact me if anything came up. Ended up waiting around 4 hours before the tech tells me that my phone is actually in worse shape before, the battery works, but now the motherboard is fried, and back camera/flash are goners. The tech assures me that he would order the parts and call me back into the store in 3-5 days and all will be well.

After waiting 11 days, I contact and confirm with the store that they have the parts. When I drop it off, I'm greeted by the same tech who "helped" the first time. I try to gently remind him that he helped me previously, and told me to bring my phone back to finish the repairs he started. Without blinking the tech looks up at me, and asks impatiently, "So what's the actual problem with the phone?" After my third attempt at explaining that I don't know what's wrong with it beyond what HE told me 11 days ago, he finally looks up the work order. The tech tells me he'll replace the motherboard, and it'll be 2 hours and he'll call me when it's done. 3.5 hours later, I call the store to check on the status, another rep tells me it's ready. When I get there, the rep from the phone call hands me the phone says it's good, and I leave. The next day, I realize that the interior components of the phone are loose inside the case and actually shifting around because the tech didn't mount it.

Rather than deal with this location again, I have taken it to another uBreakiFix location, only to discover through their observation and diagnostics that the Oak Lawn location never replaced the Motherboard despite the work order. So if you're a consumer, take your business to...