uBreakiFix - Phone and Computer Repair — Attraction in Northborough

Wow, talk about terrible service. I had my pixel 5a die on me so you have to bring it to these clowns because they are Google Authorized dealers (actually makes a little sense since I had to deal with Google customer service who are equally terrible and inept). Back to these guys, I brought it in and the tech seemed like I was an annoyance the entire time. I asked questions and he was extremely curt. He tells me he'll have it done by EOD, so alls well that ends well I figure despite wondering what I did to annoy him. I look at receipt when I get home and it says ETA 11pm which is odd since they close at 7pm. I call to confirm if maybe you can pick up after hours. They guy again is just mad I"m asking questions and asks what I was told in office, I told him he said it would be ready by EOD so he says so then that's when it will be done and just ignores my question. At this point I just don't care and want my phone repaired.

End of day comes and goes with no update. I call first thing the next day and he says everyone called out sick and their short staffed (which doesn't affect anything from the previous day he promised it would be ready by) and says he'll get to it when he can and that's that. Okay, he's not wrong, I'm at their mercy now so I guess I'll just wait. The better part of the day comes and goes so I decide to call again. I finally get a different person they say they'll check on it. He comes back on the phone and says the motherboard is gone and they never should have taken the phone since Google no longer replaces motherboards and just replaces the whole phone in that scenario.

So they wasted 1.5 days of my time, gave me terrible customer service and made my life harder for no reason. This is the joke service you can expect here. I had no choice but to use this service because I had a Google phone (something else I'll be changing moving forward for sure) so if you're in the same boat maybe try another location because this one was absolute trash. Good customer service is little more than just being nice, you can't teach your employees not to just be a little nicer to customers?

EDIT: The answer below where they ask you to call a number is just their call center. I was curious how they thought this could help and not only did the reps have no idea why this was listed but it trying to help they just note your feedback haha. This company has no idea how to operate. It boggles my mind how these large companies manage to make such...

I was having a problem with my Original Google Pixel XL I charged the phone to 100% and turned phone off and turned it back on in 2 hours and battery was down to 3% so Google recommend that I make an appointment with UbreakIfix so I called UbreakIfix in Northborough Massachusetts 10,010 shop's way and made an appointment for Friday August 23 2019 at 3:00pm I got there and spoke to the store manager John and explained to me that they will do a complete test of the phone to see what the problem is I should him my phone that is in Pristine condition and I take very good care of my phone's and it had not one scratch on it anywhere so he took it in the back he told me that the test would take about 2 hours I said no problem I can take my Dog for a walk and do some shopping we get back he said it's the battery he said we can have it done betwe close at 7:00pm I said ok and I ask him to put his name and the technician name on the receipt they had to take my zagg glass screen protector off so I went to to zagg for another screen protector on it and they showed me that my screen on the phone was not put on correctly and I also noticed that my Pristine condition phone had scratches and gouges on the left side of the phone that was never there so zagg didn't put on the glass screen protector I called UbreakIfix Saturday August 24 and told them what was wrong and made an appointment for Tuesday August 27, 2019 at 4:00pm the first technician name was Sarah that worked on my phone and on Tuesday August 27 Sarah was in the front and the technician was Veeghan I would like to thank Veeghan for taking care of my screen issue you get 5 🌟 im a very dissatisfied customer I will not be returning to your place I traveled from Rhode Island 2 time's to your place and it seems I have wasted my time and will not recommend anyone coming to your place and I will be calling Google to let them know about the service that I have received and uncalled for damages to my phone and screen not being put on right all of you supposed to be Professionals I would have to question that again thank you very much for taking care of my screen Veeghan you did...

I scheduled an appointment to have my computer repaired in March 2024. When I arrived, the store was closed. I waited in the parking lot for 30 minutes while calling the store and the uBreakiFix customer service lines, and I emailed them as well. During this time, I watched multiple customers arrive at the store, look in the window, and leave upset. 1 person responded for the company in general, but not the specific store and they had no information about why no one was there. No one ever returned my emails or called me back. I've waited for a month to see if anyone followed back with me, but nothing at all, so I hope by leaving this review, they improve their customer service, however, I'll never trust a store with my laptop if they are irresponsible like this.

I had been in the store a week before and the representative was kind and helpful when I had a brief question, so while I'm sure some of the staff are good, I would be very, very careful about trusting a company like this who does not treat their customers with care. I hope they improve!

**Revised based on the shop's response: Thank you for responding publicly, but I went somewhere else to get my computer fixed. It's ironic that you are asking me to call you when that has clearly not worked. I already spoke to your customer service rep for the company and left voice mails as well as emails. If your company is truly able to handle customer service, here's what I suggest you do: -Go through your logs of customer calls, emails, and cancelled meetings at the store, find out what happened, then share publicly on Google how you are going to resolve this problem so that other customers don't have to experience the same problems as me.

Thanks again, and best of luck to...