Fix In A Zip — Attraction in Lubbock

I was in T-Mobile last week to get a new prepaid sim card only to discover the sim tray had broken. T-Mobile said Fix in a Zip could probably fix so the T-Mobile rep called over and said, "Hey, we've got someone with a Samsung Galaxy 8 and a broken sim tray. Can you fix it?" Fix in a Zip said yes but they would need to order the sim tray. That was the extent of the conversation with T-Mobile and Fix in a Zip and they sent me on my way to Fix in a Zip.

I left my phone there, returned a few hours later to find that they had successfully removed the broken sim tray but in the process had broken the back of the phone. They let me know they had ordered a replacement and that when I come in to get the new sim tray, they would replace the back.

Great, I went this morning and left my phone so the sim tray could be put in phone and the broken back piece replaced. Went back a few hours later, Fix in a Zip returned my phone to me and informed me the the sim reader was working. Yay. Great news. I was happy and they sent me on my way.

I leave Fix in a Zip and start walking to my car only to discover the back had been replaced (it was no longer shattered on the bottom) but now it was broken in half in the middle. So I return inside and show them the back has been replaced but now it's broken in the middle.

Repair folks are gone to lunch so I am told to come back in an hour. I'm then told the replacement part (back side of phone) arrived broken (not sure exactly why a broken replacement part was put on my phone and they let me walk out with it). And that they had ordered another replacement part and will replace the back of my Samsung Galaxy 8 again next week when the part comes in.

Okay, so I come home wondering why the screen cover was also all messed up. Tried to straighten it, couldn't, so decided just to remove the screen cover.

Only to discover now there's a crack in the upper right corner of my screen. I'm kind of in shock by now and call Fix in a Zip to tell them this new discovery.

Christian put me on hold, came back, and said yea, T-Mobile told Zip in a Fix that the upper right corner of my phone was cracked.

What? I went to T-Mobile to get a prepaid sim card, discovered the sim tray was broken. No one at T-Mobile even looked at my phone other than to confirm when I was trying to get the sim card out that the sim tray was broken. The conversation between T-Mobile and Fix in a Zip was only to ask if they could repair the sim tray; nothing else was said.

So now my like new Samsung Galaxy 8 has a crack in the screen in the upper right corner, a broken back that they will be replaced a second time next week when they receive another new back (how can I leave my phone there again though?) and on top of all that, the lie about T-Mobile.

Baffled, confused, and hurt to say the least.

I will be returning to T-Mobile next week to let them know what happened to my phone and about the lie told re: the conversation between Tmobile and fix in a zip.

Customer account name at Fix in a Zip: Kelli Reinhardt (as you can see from my Facebook profile page, I live most of the year overseas and have a slightly different name overseas but it's one and the...

Update: been three weeks, still no call from the manager or the store at all!!

I’ve had come to this store six times in total for my screen malfunction. The 1st replaced screen for my iphone7 plus had a very bright blue color and very obvious screen tremble/lag. The employee offered to replace the screen a 2nd time, which was very nice of him. However, the lag issue still persists, the employee said it was because i didn't update the ios system and the apps. So I updated everything on the phone, yet the lag was still present. Before coming to the store again, I did some research on my own and found that non-OEM screens tend to have this problem for iPhone 7 Plus.

I knew the replacement screens the store provided are not OEM iphone screens because the price is a lot cheaper ($65, which is a good price). So I came to the store asking whether they have OEM screens. If not, I was gonna return the screen and get a OEM screen at the authorized retail store. They said they don't. However, both the front desk guy and the technician tried to convince me that the lag issue didn't come from the screen, It should be something's wrong inside the phone, like the processor. They offered to change the screen the 3rd time to prove that the screen lag would still be there, which was right, still there...

But I believed it was because of the non-OEM nature of the screen used, so I said because the lag is really unbearable and also to prove that what i think is right, I'll go to an authorized retail store to get an oem replacement screen. If the lag issue is still there, then they are right; however, if it is gone, then I'm right. And they agreed if I was right, I could return their screen as long as there is no physical scratch. I was still satisfied with their service so far.

Yesterday (07/23/2019), I went to Best Buy got an oem screen replacement . The lag issue finally disappeared!! So right after Best Buy, I came to the FIZ store to return their screen. The front desk gut was willing to take back the screen but with a charge of $35, said it was for their labor and time. Yes, someone needs to pay for all the wasted time, INCLUDING MINE, I had to leave work early or even skip works to come to the store so many times. And who's fault was it? It was because of the lack of technical knowledge and experience of the employees and the quality of screen that caused all my wasted time. Imagine if I listened to what they said about the issue came from the processor and went to fix the processor or buy a new phone. How much extra time and money would I’ve wasted?!

To the manager,

My friend recommended your store and that's why I came to your store to fix my phone. Overall, the employees were nice and patient. However, I don't think the charge of $35 is reasonable and I don't like that employees never admit the cheap screens can cause issues such as screen lag. The employee said you would call me regarding this issue, I hope to receive...

Completely Dissatisfied

FIZ advertises a “100% Satisfaction Guarantee” warranty. However, they dishonored their warranty with me, and I am 100% Dissatisfied.

Here’s the details: Last year, my son dropped my iPad which slipped off of the Apple Smart Cover (not using that anymore!). The iPad cracked in the lower left bezel and had a slight opening between the screen and the base. I work overseas, but when I returned to the States for a visit, I decided to have the screen repaired.

I brought the iPad to FIZ in September 2014 for screen replacement. When I first received it after repair, I noted to the technician that the opening between the screen and the base was still there, even with the new screen. The technician explained that it was a difficult job to fit the screen because the corners of the iPad had been damaged during the drop (true). He apologized that the fit still left a gap and refitted the new screen to my satisfaction. The gap was closed, but the corners still showed obvious signs from being impacted by the drop.

However, two weeks later (after having returned overseas) I was using the iPad, and the screen broke again. I did not drop it. Rather, I was holding it with my right hand with normal pressure, and the screen simply cracked under my fingers. I was shocked. I then lightly pressed other parts of the screen, and the top of the screen cracked in the same way. I was very disappointed in the repair job, but I at least comforted myself in the fact that it would be covered under warranty the next time I returned to the States.

I just took the iPad in for warranty service yesterday (6/29/15). I was stunned that FIZ refused to cover the damage to the screen claiming that it had been dropped again, and that a drop was the cause of the damage. Nothing could be further from the truth. I wouldn’t have brought the iPad in for warranty service if I had dropped it and been the cause of the break. I repeated my story for them, and they chose not to believe it. They weren’t there to see what had truly happened, so it was my word against theirs. Apparently, with FIZ, the customer does not get the benefit of the doubt. They claimed that the damage around the corners (the result from the first drop which caused the first screen to crack) was the cause for this second crack.

They said they would open up the iPad to investigate the cause of the crack. After the “investigation”, they still claimed the second break was my fault and that they would never have installed a screen with a part or labor that would cause it to break that easily.

Again, I was present when the screen broke the second time due to normal use. It was not dropped or broken. I’m stunned that FIZ did such a poor repair job, and I’m even more disappointed at their refusal to honor their warranty. I wish I had never chosen to repair my screen with FIZ and hope this review at least will protect other customers from similar...