uBreakiFix - Phone and Computer Repair — Attraction in Hendersonville

I came to this location for a loose/defective battery (a common issue with the pixel 4). They replaced it and wanted my passcode to get into the phone and run Google diagnostics. I told them I wasn't comfortable with this and was told there was another option but was pressured to just give up the passcode. I have trust issues, man. My stuff is private. I know that coming to the store, putting in the code, and factory resetting it myself before you ran diagnostics was an option but I was pressured more than once during this process to just give up my passcode. When I arrived at the store I was handed my phone to put in the passcode and unlock it. Upon unlocking I noticed the bottom portion of the screen was no longer working, completely blacked out. This happened during my battery replacement. I understand, accidents happen. Christopher took my phone to the back saying he wanted to show his boss, took several minutes (while it was unlocked) and the manager came out. He said it would have to be fixed and I would have to come again tomorrow. I didn't have the gas for this and was pretty peeved but that's life. Once again after screen replacement they attempted to contact me and when we did get in contact I was again asked for the passcode to run Google diagnostics. This felt very wrong and made me feel like they just wanted to go through my phone. I told them no (for the 2nd time) and they said I could come to the store and wipe it and they could do it then. I told them ok and later called back, giving them my passcode so if any more mishaps occured I would know before I had to go all the way back to Hendersonville. After I had someone pick up my phone my Facebook got an unknown login from a phone using Android 8 (I don't have a phone with that version). Very suspicious. I haven't had any unknown logins ever. It made me feel like I was crazy for wanting to have my privacy and then my Facebook password was stolen. Super coincidental.. If the battery and screen were fixed and the phone booted up to the lock screen I feel that was enough to say it was fixed. If not I could have been asked to come up there and check it myself for any malfunctions due to my security preferences. Overall this was an extremely nerve wracking experience and I had to use gas I didn't have to go up there more than I should have had to. I even had to pay someone another way to get my phone picked up. I'm glad I got it back and it's fixed but if something ever happens again I will definitely have it shipped off as I am fairly sure Google wouldn't email me asking for my unlock code. Besides all that my phone works again and it only took 3 days opposed to the 10-11 Google promises if you ship it off. Privacy is extremely important though and I feel it was breached here. Keep in mind tech savvy people are out there. The battery replacement/screen replacement are both quick jobs (apart from the glass separation, which still should only take 10 mins if that). I was quoted 5 hours for both, and given many excuses as to why it would take longer. I know you guys have other jobs to do but being honest is the best policy, and so is respecting privacy. My new screen is positioned perfectly. The battery is draining as it should as well, despite the new battery having to go through extreme heating for them to separate the glue again and fix the screen.

Update: his name was Christopher. We have the text. I may have talked to a Carl at one point. It worked fine in every way, just the battery problem. In fact, since you say everything is audio recorded and video recorded, check it for your technician telling me The screen worked just fine a second ago. The screen was damaged during battery repair. That 300$ worth of work was covered under warranty. It offsets nothing for me, you did what you were SUPPOSED to do. Do you want me to praise you for doing your job, that you are being paid for to do by Google? I'm not stupid, my Facebook was accessed from the pixel 4 as well while my phone was being repaired, I checked the security tab...

I got several quotes on a screen replacement for my phone which is a Galaxy S7 EDGE. They were the cheapest. After sending them a message on their website I received an email with a quote and they were cheaper than everyone else. I came here today to get my phone fixed and then they tell me I asked for a quote for the wrong phone.

Somehow I got correct quotes from everyone else but when I asked them I suddenly forgot what phone I had. Also, two days ago I called and talked to an employee here about my S7 Edge and made the appointment for today. HE EVEN HAD THE PART(for a Galaxy S7 EDGE) LAYING ON THE SHELF WITH MY NAME ON IT. So they had the correct part put back for me with the correct date and time that I would be there with my name on it, but according to them I asked for a quote for the wrong phone. I feel like this was some kind of bait and switch since they knew where I was coming from. Like I would just go ahead and pay the higher price since I drove an hour to get there.

They would not honor the price they gave me because they said I asked for a quote for the wrong phone. And since the message I originally sent was a form submission on their website I have no "sent" email to show them I know they're wrong.

Just beware dealing with these people. If this is the way they do business, I'll spend my money local and pay more.

EDITResponse to owner comment below

I have been in contact with your customer support person. She was a very nice lady but she had some bad information that she said she got from you. Anyway, I don't know what your system had, but I do know that this morning there was a box in your store with my name on it, with the correct part in it. I know it was the correct part because the counter guy got it out of the box and showed it to me. It was for a S7 Edge like mine.

At this point, even if you were going to give it to me for the original quoted price I wouldn't miss another day of work to drive down there. You have no clue what customer service is, except for having some woman in Florida try to fix your mess while you attempt to blame it all on me.

I will pay more and get it fixed here. I'm done talking you and your customer...

I am beside myself i had a horrible customer service experience at this store's Hermitage TN location and it scared me away from getting my problem fixed.. fter 2 weeks I decided to give this franchise another chance expecting it to be just the particular employee I delt with. Turns out I was wrong. This location was twice the distance of the last one so I made an appointment online and clearly described my problem. I got a phone call the next day from a young lady from this location to clarify my problem, I explained my situation and she gave me two options, the first would have been a quick fix but perhaps undoeable but was a possibility and the other was a more expensive fix. I explained the situation and she was very clear in explaining it back to me. She welcomed me in to see what we could do. Upon arriving at the location, 30 minutes away at exactly my scheduled appointment time the location already had two customers and another walked in behind me, I quietly waited my turn and than offered to let the elderly woman behind me go first but the woman ,who I recognized from speaking to on the phone insisted I go next, when I told her who i was she said that my situation was a quick fix and that I should go first. She then proceeded to tell me that the first option was completely off the table and that she misunderstood me? I could not believe it..I total replacement my screen instead just trying to access it through a mouse or other device....this is what I was told we were going to try but apparently after a 5th person walked in this timely method was not possible, I offered to wait or come back, I can't believe I drove across town AGAIN for this terrible service. This is obviously a bad company to work for due to the lack of employee empathy, this kind of behavior trickles down from the top. I highly recommend you do not use this chain and instead opt for a local repair shop, or if you have to due to insurance reasons, tread lightly. If they did not have time to help me or couldn't try this particular method they should not have offered and I would have made other arrangements, which now have...