uBreakiFix - Phone and Computer Repair — Attraction in Montgomery Township

I took my Google Pixel phone in to repair the forward facing camera at the recommendation of Google on a Friday morning. I have the Pixel Pass, so the repair should have been covered. When I dropped the phone off I was told it should be completed in 2-3 hours, but really should be done sooner than that. 4 hours later, having heard nothing, I called to see if it was ready. I was told it would be ready in a half hour. When I arrived to pick up my phone, I was told that the camera was fine and just had dust in front of it, which they cleaned out; however, when they were putting my phone back together they broke the screen, which resulted in several thick white lines going from the top to the bottom of the screen. They said they ordered a replacement screen, but it would not be in until Sunday or Monday (2-3 days away). I was assured it would only take a few minutes to replace and they would cover the cost. They offered to give me a lesser version of my phone as a loaner, but seeing as I use this phone for work, security would not allow that. So, I had to use the phone with the broken screen, which made it incredibly difficult to read/respond to emails and texts. During this conversation the employee offered no apology other than "at least we fixed your camera."

Sunday and Monday came and went with no update. I called on Monday and Tuesday to get a status but not additional information was provided. Finally on Wednesday, my husband called again and this time got an answer and took the phone in to get fixed. When he arrived, he was told the repair would take at least an hour.

In adiition Pixel Pass was supposed to cover the cost of the camera repair, but the uBreakiFix employees insisted that was not true. They made no effort to look into it or understand that it was insurance for the phone, so we had to pay out of pocket and deal with it on the back end.

Overall it was a very frustrating experience that resulted in damage to my phone, extra trips to the store, poor communication with the staff, and days without a fully functioning phone.

I would not recommend going here if you have...

The manager Edgar broke my phone. I went in on Wednesday and the store was apparently closed but there was no signage or alerts posted for customers. Gas is expensive. I then again went to this location yesterday. They told me they would have to keep my phone overnight to fix my screen. That was not what was promised to me upon arrival so I went back today. I arrived around noon and waited for an hour and a half. They told me it would be another 30 minutes. I had to get to work so I left and came back around 5pm. The manager, Edgar, came out, with my still damaged phone, to tell me that it was "un-reparable". I was very confused as to how my perfectly working cell phone, which only needed a repaired screen, could have stopped working. Edgar told me that once he put the new screen on, it was unresponsive. Then he said he put the old, extremely cracked screen back on and it still was not working. He broke my phone. I am convinced that he didn't even try to repair it. How TF do you put a shattered screen back onto a phone that you just removed it from?! You don't. The only thing that needed to be done was a screen repair. This is the point at which Edgar decided to tell me that he also messed with my battery. There was nothing wrong with my battery. Oh, and he forgot my SIM card on his desk. I almost walked out without my SIM card because he failed to properly reinstall it. Since my claim was filed under insurance Edgar was unremorseful about his actions. I found the way he addressed me as unprofessional; he cut me off while I was talking several times. I encouraged him to work on that. As a grown adult man, his lack of responsibility and his disrespect shown to both myself and my mother as customers was abhorrent. I understand there are staffing issues at this location. May I suggest a change...

I love reading all of these positive experiences of the employees going above and beyond for customers, it makes me wonder why I'm not afforded the same courtesy. Went in with a soft-bricked phone, need to install an OS. ask the guy 'your familiar with adb and side loading an OTA update' he says yes with no conviction and that was the first red flag. He left for about 15 minutes (which is apparently long enough to download a 1.84gb Android 12 update for a Verizon pixel 4 xl AND try to install it. In my experience it fails 15 min into the install). He comes back and says he's getting the same thing I am. Left disappointed in the ability of people who are supposed to be better than us with tech. 15 minutes he was with my phone before he said nope doesn't work. I called back later and he admitted that he lied. He didn't do what I came in for; sideload Android 12 through ADB. no, he went and used some third party software (that works on UNBRICKED phones(MY PHONE IS SOFT BRICKED. WILL NOT BOOT.)) And said 'it's giving me the same error'. OTA updates are different for every Android phone. I would need the one specifically for a pixel 4 xl. I guess he wants me to think that he had it all along. But thats not it. If these people don't feel like helping you, or your too much trouble, or your problem is too rare, they will lie to your face to get you out the door. AVOID. AVOID. AVOID. they don't even say 'one sec, I'll be right with you' or greet you when you walk in. Maybe I'm old fashioned but I'd like a little sweet talk before you try to eff me. THIS PLACE IS FOR HARDWARE REPAIRS. HARDWARE IS EASY. LOOK ELSEWHERE IF YOU HAVE...