uBreakiFix - Phone and Computer Repair — Attraction in Flower Mound

I should have read ALL the RECENT reviews. My Asurion defaulted to the Addison location but this Flower Mound is much closer.... of course that's relative to how many times you have to run back and forth or hours being lied to... Dropping the phone off just after 1pm, we're told "it will take an hour and a half sooooo, how's 3:30/4:00?", I laughed and said "how's your math? " I check my phone at 330 to see i missed a 3:00 call. So I returned the call and got stuck in a loop no answer. But driving up, he answered to tell me the screen they put in, it's not working and MIGHT be FAULTY (mine you, the screen worked when I dropped it off). The next hour of my life might have been the absolute most ridiculous representation of customer service ever.

When will new replacement arrive?

I don't know, maybe Saturday... but you really can't trust those Saturday deliveries. So... most likely, Monday or Tuesday Before your phone's ready.

So I'll just take it to another location...

Well, we've already replaced the battery.And the screen is out, so it doesn't work.

So I can't take it to a different location that has the part?

Well, you can, but I'd have to close this order out. And that'll take a long time and then you'll have to start a whole new claim, because this claim wasn't completed and then there's no guarantee to of how that's going to work out when you try and take it somewhere else since it's actually taken apart...

So have you ordered the part yet?

No sir not yet

Why would you not have already ordered the part? Knowing your part is faulty, which I'm suspicious means you don't actually have the part...And you need to replace your inventory at least..

Well, I wanted to see what you wanted to do...

You just told me that I don't really have another option. So is it possible? Maybe you can call another store that has the part... And I'll go get it and bring it to you.

I'll see what I can do...

Thank you please call me back...

• not horrible yet. But I spent the next hour... back-and-forth receiving calling back, asking him to verify the overnight delivery of the new part calling other local stores to find out they cannot deliver the part in time. And finally, I had requested, I'll just purchase a whole new phone because I have to have this phone by 7 AM. Tomorrow, and it's very unlikely that you're going to get this part, fix my phone open up the store early and give it to me by seven a m on a saturday.

I'm told they don't sell phones... i said, that's fine.I'll just come get the sim and I'll go buy a phone somewhere else.

Then, like sitting in the driver's seat of the millennium Falcon, ramping up to light speed, he announces. Would you like me to ask my manager if you can use one of our loner phones?

Please yes and thank you. Please call me back...

It's 5 pm... I just burned an hour and a half of my day... pulling next step scenarios out of this agent that clearly just wanted to give the the message and pay me off until next week. Not a single possibility that I had requested was foreign to him.. just so frustrating that I literally had to walk this agent through every possibility, one step at a time... why did I get a first call without these possible resolutions answered. I did get a loaner phone after several calls.

BTW... it's 4pm Saturday and I still don't have my...

Over the past few years I’ve had several repairs completed at this location but after this most recent experience I’ll be finding another business to address my needs.

Went in to get back glass and battery replaced. They said they had the battery but not the back glass. Decided to wait till they had the back glass so both repairs could be done at the same time.

Went in a week later and the back glass was replaced but they couldn’t get the new battery to charge. Put the old battery back in and ordered another battery.

Went in a week later to get the battery replaced again. Went in later in the day to pick up the phone. Went out to the car, plugged in the phone and it wouldn’t charge. Immediately returned to the store to have the issue addressed. After waiting for some time in the store while they tried to figure out what went wrong they said they would have to have the problem escalated to some type of advanced tech team to address. Left without my phone.

Returned a week later and they told me they couldn’t figure it out and would replace the phone. Asked what the delivery date would be and they couldn’t give me an answer. Evidently they don’t do any direct ordering. They enter the request and it goes to some other part of Asurion to place the actual order.

A week later I go in to see if they have the new phone. They had the replacement but it was a 64mg (mine is a 256mg). They placed a new request. Again no expected delivery date. Finally on Wednesday 2/21 I was told delivery was 2/23. On 2/23 I received a text that it would be 2/24. Went into the store later in the day on the 24th assuming they failed to text me the new phone was in. Phone was not there.

Went in tonight 2/26. Phone still not there (their order system still says 2/23 delivery). Local employee told me he talked to his DM (I assume District Manager?) and was told the only thing they could or WOULD do was wait for the phone to come in.

As soon as they made the decision to replace the phone it should have been over night delivery, not a week.

When they screwed up and sent the wrong replacement they should’ve done everything possible to expedite delivery.

Focus on the customer is non-existent. I checked on the APPLE site to see what it would take to get a replacement direct and i would have had one overnight

WILL NEVER RECOMMEND ANYONE USE THIS BUSINESS.

UPDATE…..Got a call the replacement phone was in today 2/27. Went to pick it up after work, got it home and while trying to set it up discovered the left half-inch of the touchscreen doesn’t work! Now I have to go back tomorrow and give them back this new piece of trash. IT JUST KEEPS GETTING BETTER 🤬

p.s. Been waiting on the Customer Service line they asked me to call for almost 30min...

Update: Reply to owner: I met someone when I came in to pick up my screen replacement, but wasn't informed they were someone I could talk to about my experience. I only came back to pick up my phone the first time because I was told repairs were complete. Samsung told me not to bring the phone back to your store.

Terrible repair service. Fixed one thing eventually to break something else.

I had a USB port that would not charge. Contacted Samsung because it is under the 1 year warranty. Told to bring it here with the ticket number. When I brought it to them, they questioned if I am using the correct cable which I am. I even tested the cable on my wife's same exact phone. They told me it would take 3 hours. I call back in 3 hours and they told me the repair is complete. I drive back and pick up my phone. Go to my car to plug it in to test it and it still does not work. I check the uptime in settings, and see my phone was at 167 hours. It was never turned off for repairs. I took it back to them and found out they never did the repair and the part wasn't even in stock. They had to order the part and call me to let me know to drop off the phone again to be repaired.

Two days later the part comes in and I drop my phone off. Manager on previous day said I would get the liquid screen protector for free as compensation. I said I don't want it because I have a glass screen protector already on the device. Told repair will take 2 hours. I call back in 2 hours and told the repair is finishing up. I get there to be told my phone is drying and it will be a few more moments. They bring out my phone and the glass screen protector is missing. They removed my glass screen protector and placed on the liquid screen protector. They apologized and ordered me an exact screen protector from Amazon, and had to wait another 2 days to pick it up. Left and plugged phone into the car and the USB works now.

I use a bluetooth headset 90% of the time. So I didn't have time to notice that people couldn't hear me. They thought I was holding the phone far away. I would talk to clients at work and they could not hear me without the bluetooth microphone connected. I contacted Samsung again for a new ticket and was told not to bring it back to UbreakiFix. I am sending it to Samsung directly.

I see other people have good experiences here. I did not. It took way longer than it would to send it off to Samsung, and now it will take longer because I have to actually send it off to Samsung to be repaired. I should have just sent it to Samsung...