uBreakiFix - Phone and Computer Repair — Attraction in New York

EXTREMELY UNPROFESSIONAL AND POOR SERVICE HERE

On 1.9.22, I took my phone to this specific location for a repair. Since uBreakiFix is affiliated with Samsung, I thought they were trustworthy. The screen was installed, but literally 3 days later, when I picked it up to make a call, the screen just fell straight off. I didn't drop it or get it wet, as someone from their corporate team suggested. The screen just wasn't properly installed. I obviously couldn't see the messy and improper way the technician glued and wired my phone from the outside. However, once the screen fell off I got a better look at the poor work that was done from the inside.

I was shocked.

I've been trying to get a hold of the manager, Melvin, at this location for a while. He won't take my call. The last time I attempted, I was put on hold for nearly an hour. They now have the phone off the hook and I'm getting a busy tone.

They're clearly trying to avoid resolving my issue.

All repairs are supposed to come with a 90-day warranty. I called their corporate office and the representative stated that she doesn't think the warranty covers my repair because the phone's screen is now physically damaged. HUH? Yeah, damaged because YOUR technician failed to properly install the screen. In over 20 years of owning a cell phone, I've never had a device's screen just fall off. I explained to her that upon the screen falling off, I could see the inside of the device and it doesn't appear he applied an adequate amount of adhesive or installed it correctly. Furthermore, the rep I spoke with sounded as if she were at a bar or party while on the phone with me. Very loud and inappropriate sounds come from the background!

The woman gave me every excuse under the sun for why the warranty won't cover the damage; 0 help at all. I then asked to speak to a supervisor and she said uBreakiFix doesn't have managers or supervisors...WHAT?

I just reported this location to Samsung's corporate team and they're attempting to assist me with this issue and are investigating. Samsung and UBreakIFix are affiliated, so they must honor their contract. If they refuse, I'll have to follow up with Samsung.

Such a shame because I was initially so happy with the customer service provided on Sunday-- they were very friendly-- and am now severely disappointed. So you're only nice to draw customers in, but once any issues arise you become rude?

Furthermore, uBreakiFix never disclosed that you have to sign up with Asurion in order to get the quoted repair price. They only told me after I had my phone serviced and needed to pay. The sales associate at uBreakIFix then proceeded to tell me that an email would be sent, so that I'd be able to cancel. The email was never received. I then called Asurion directly and they told me the sales associate had input both my email and phone number incorrectly. I'm pretty sure this was done intentionally because I confirmed my information several times before paying for the repair. It seems he wanted to make it difficult for them to locate me in the system, thus making it impossible to cancel after the free month trial.

Quick update: I finally got a hold of Melvin and he's outright refusing to assist and honor the 90-day warranty, so Samsung is escalating...

If you have Samsung laptop that needs some work, you may want to read this.

I took my Samsung laptop to this location after spilling boba tea (about 2-3 weeks ago). I called the shop within 10 minutes of the accident and confirm the price. They said I will get my computer back on the same day (in which I was looking for). When I showed up, they said this is an "expensive" computer that they will have to charge DOUBLE of what they quoted for clean up and diagnostic tests. I should have walked out by then but I urgently need to use my computer on the day of so I left my computer there since they promised the pick up on the same day. Around 1 hour before they close (6PM on Saturday), I called them to see if my computer was done. No one picked up. 30 minutes before they closed, no one picked up. I called them several more times until they closed, but no one picked up my call. Then right after the business hour, I got the notification on my phone that my computer is connected. It was pretty obvious that they couldn't keep the promise they made and was still working on my computer. I called the next day to see if it was done, the guy said, "yeah, it is done" with the attitude as if I am the one who was late to pick up the computer. Whatever. As long as they do their job right, I can careless about the customer service.

A week later: Because I use a separate keyboard when I work on my computer, I didn't notice one of the key was still sticky until one week after I took it to the shop for the clean up. I took my computer back for a second round of clean up (which they cleaned for free), and the key was functioning fine.

And now? My computer keeps shutting down for no reason several times a day (Blue screen saying that there was unexpected shut down). This never happened until I took the computer for the second trip to this shop (not even after the first trip). I am now going through hoops trying to get this fixed through Samsung Care, because I don't want to go for another trip (or more trips) to this location.

I gave them many chances before writing this 1-star review (doubling the price they quoted over the phone, not meeting the pick up time they proimised, not thoroughly cleaning the keyboard, making additional trip to the shop, and now software issues). So, beaware before you take any "expensive" Samsung product to this location, because you might end up with more trips and hassel to fix the issue that you never had before taking this...

I would highly recommend this store uBreakiFix, no matter you have problems with any electronic products, you can try to come here to repair. At first I saw that the description was about mobile phone repair, but I actually had a computer problem. My keyboard was splashed with sparkling water and it felt very sticky. I got reply that I have to wait 2-3 business days for repairing when I ask in Microsoft store and other repair shops, but I need to use the computer every day, I just can't wait that long. So I came to uBreakiFix when my heart was dead. Surprisingly these guys here told me that they could clean the keyboard for me just in three hours today and the price was also reasonable, which was totally how I want to solve, so I got the cleaned computer in the same day. However, when I returned home that day, I found that the computer could not be charged, and what worse was that I had to use the computer for an exam the next day. And I fell into despair again. So I went back to the store at 10am the next day and waited for the store to open. They quickly checked and told me that it was my charger met problem. So I borrowed their charging cable to recharge my computer at the store -- I had an exam this afternoon. Finally, when I finished and wanted to ask again if my charger just didn't work on my computer or if it was really broken, they told me I could just take the charger I was given and use it. OMG, It really saved my life for me! As I can't get away from my computer and I don't know if the Amazon charger works well. It really brought me back to life. It touched me so much. Their attitude and efficiency are very good from the beginning to the end, and I found that there are a lot of customers during my waiting process, no matter they come to repair or pickup, it seems that almost everyone's problems can be solved and handled quickly. So I really highly recommend this store, you will receive perfectly repaired electronics and a...