uBreakiFix - Phone and Computer Repair — Attraction in Provo

TLDR: they broke my phone display, didn't communicate, and acted like they were doing me a favor not to charge me. Abysmal service...0/10 would not recommend

I wanted to replace the broken charge port of my iphone SE(2nd gen), which could only charge wirelessly. Everything else was great about my phone and worked perfectly. The charging method was just an inconvenience that I was hoping to fix. I called uBreakiFix, and the guy on the phone was really awkward and left long silences, and kind of had to be prompted to give me the info I'd need to set up a repair. He told me that it'd be $90, would take only 1-3 hours tops, and to come once they texted to say that the part was in. I brought it in at about 6:45 Wednesday night, and was helped by the same guy, who told me it would for sure be done before 1pm the next day, and to contact them if the system hadn't sent the completion email by then for some reason. I was SUPER clear with him that this was my only phone and I would need to be contacted only through email, and I even double checked that he'd typed the correct email address so that they could contact me. Thursday I checked through their website's chat at around 12:20, since I hadn't even ever gotten a confirmation email that my phone was there being worked on, and someone named Deorick said their goal was to have it done by 4:30, but that I could check back in a couple hours. That chat ended at 12:57. Again, I was super clear that I only had email, and that I'd been told it would be done by 1pm at the latest. At this point I was concerned I wouldn't get it back before my daughter's birthday party, but 4:30 could've barely made it. Nothing came through email. At 2:59 I checked through chat again and was told they'd been trying to reach me and thought it was a motherboard problem, and I'd have to find a way to call them to learn more. I figured out how to use my echo dot to call, and a nice woman told me that after they'd installed the new charge port, the screen had started having all kinds of problems with pixelation and white lines running through it. She offered to either leave it like that and have me pay for the port repair, or put the old broken charge port back in and give me my damaged phone back for free. It'd take another 2-3 hours for that to be done, though. There was no mention of fixing the damage they'd done to the screen. She did say she was frustrated with the lack of communication from her (autistic)colleague who'd done the intake, and she'd had no idea I could only be contacted through email. She said the repair HAD been done by 1pm, and they'd been trying to call me(?!). I told her that I'd have to pick it up on Friday morning because it was my daughter's birthday party, so between 6-7 wouldn't work to pick up. The only email I ever got from them was at 5:46 pm, while I was at my daughter's birthday party without any way for parents to reach me. This morning (Friday), I went to pick up the phone. They hadn't bothered to charge it, and the woman there was acting like it was no big deal to hand me my dead phone that they'd broken the display of...business as usual. I asked if they could charge it so I could see the damage, and she was willing to do that, but said it would take quite a while, and I probably needed a new battery anyway. I left. The screen has white lines running across it and is pixelated and fuzzy. Update: it's wirelessly charging again, but the touchscreen is also damaged. It doesn't register touch and randomly opens unrequested apps or makes calls. The camera also doesn't work at all. I'm incredibly frustrated at the complete lack of professionalism and service. I understand that accidents happen, and phones can do weird things, but if you're not going to offer to fix what you've broken, at least apologize profusely and act like you understand the garbage you're putting your customer through. Ideally, you'd return the phone in at least as good of condition as you'd taken it in, and I found what happened and their complete lack of communication to be completely...

I do not leave reviews for bad service like ever, however after my experience with the two representatives at this store and the experience i had, for once i am going to leave a review. To start, when I walked in, the representative there was just continuously complaining about repairing Samsung devices and how they are the worst to repair and the repairs never actually work. well great, because i was bringing my samsung in, definitely words of encouragement to hear. so we dropped off my phone and then were told it would be ready at 4 pm the next day, totally fine. I leave work early at 4 to go pick up my phone, we were never contacted via phone or email about it being ready, so we called and we're told to come in the phone was ready. we get there and then are told they wrote the password down wrong and they wrote the phone number to call wrong. so the phone wasn't actually ready. ONCE AGAIN, never once were we contacted via email regarding this, so for over 12 hours my phone was at the store not being worked on. I give them the information again and we are told 20 minutes, i got back one hour later, and am told actually we still can't pick the phone up because they are having an issue sending the notes for the repair to samsung and they contacted samsung but can't release the phone, so we ask if tomorrow it would be ready and they told us if the note issue was not fixed then they would have to reverse the fix and samsung would have to send me a new one. I leave the country on Thursday, which they knew, so I had to call Samsung and THANKFULLY samsung care was able to get my claim canceled and they are sending me out a new phone, but the experience i had at this store with the two representatives had me in tears on the phone with Samsung. I lost 4 hours of pay at work trying to get my phone, I am extremely stressed from this situation, and honestly I would have just preferred from the very beginning if repairing my phone was truly going to be so difficult (it was a screen replacement) that they would have just told me from the beginning no we can't repair it, contact Samsung for a replacement. the Ice Cream store next door is GREAT though at least. Reposting this because I gave my phone back and they cant make...

They bricked my $2.5k asus laptop. Brought it in for a screen replacement and to install a new SSD. The old screen was still functioning, but was pretty banged up from a drop. Computer still ran just fine, so they took it for a month and sent it to their techs. Their tech notes say they installed the replacement, couldn’t get windows to run, and then gave up and sent it back with the old screen. They also didn’t even test to see if the old screen worked, so now I’ve got a laptop that turns on, seems to run, but with no display. My guess is they tried to replace the screen without deactivating the battery, and probably fried my display components while doing so. Still had to pay a diagnosis fee. I’m in contact with their customer support currently, but don’t take your broken tech to these guys, they’ll give up at the first issue they run into with the repair, and send your stuff back to you in worse shape than before. Found out why, it’s bc the techs installed the new SSD without getting it setup to boot up my OS, so the laptop was stuck in BIOS on loop when hooked up to an external display. The techs also took out the old SSD and kept it, despite the laptop having two SSD slots. Since the old SSD has everything required for boot up, plus invaluable photos from my wedding and engagement on it, I need that back in order to get this thing even running.

Updating: their customer support was actually pretty solid and quick. Adding a star for that, they got in contact with the techs who were holding onto my SSD to get it returned to me (still awaiting, but this all went down today.) they also offered to do the original repair in shop when it does return, so we’ll see how that goes. Good customer service, just beware of their tier III technician team, they seem super shady swiping my SSD like that when I asked for the new one to be added, not to replace the original with it. Even with a replacement, it shouldn’t be legal to hold onto any replaced components of the customers without the customer explicitly saying they can do so. That is theft, but I understand that it is the fault of whatever individual third party technician/technicians the store sent my laptop to, not necessarily the stores...