uBreakiFix - Phone and Computer Repair — Attraction in Puyallup

I am not even sure where to begin. I came in and asked them if they could fix my laptop which has a broken charger port. They ordered the new port and said it would be arriving next week. They then convinced me to sign up for the HomePlus security plan for device protection, so that the diagnostic would be free. I agreed. After two weeks I had heard nothing. I called and they said the charger port should be there the following week. This happened 2x. The 3rd time I called, they "couldn't find me in the system" and then they did, said that they thought I had a smashed screen as well - so yes they had the charger port but were waiting on a new screen. I explained this was not true and I just needed the new charger port. They then scheduled a time next week when I could bring in the laptop for the repair. This entire time I was very clear with them that I use the computer for my job, my livelihood, and I could only be without it for set, scheduled times. I couldn't just bring in the laptop and leave it there. She assured me that she would work on it first thing on the day of my appointment and get it completed that day. I brought it in during the appointed time - about one month after I first came in. She said she would call me when she was almost done with it. Six hours later, it was almost closing time. I called and the phone rang and rang. I drove to the shop. They had closed up early and I was without the computer overnight until I could reach someone the next business day. The next day when I called, I was snapped at by another employee who continued to interrupt me and state that every laptop brought in would be held for 72 hours regardless. She continued to state this repeatedly and I finally got her to stop so she could look up the status of my repairs. After waiting on hold, she returned to the phone to inform me that "the guy" who could fix my computer wouldn't be there until next week so they were planning to keep it until he came in the following Tuesday. I said No Way, I am coming to pick it up. She told me I should have known that it would be held for over a week. I hung up and came to get the laptop. I went in the following Tuesday - but not to get my computer fixed - to ask for a full refund of the HomePlus. That brings us to today. I went in, and the employee - who I had talked to at multiple points, in person and on the phone - without listening to anything beyond "I am here for a refund" told me that she had never seen me before, she had never spoken to me, she could not help me, and I would need to call the 1-800 number if I wanted any customer service. I was shocked and I left. I called the number, and that person contacted the store to find out what services I had purchased from them. The store told her that they had fixed my computer for free!

I can't believe the crazy lies and terrible customer service at this store. I will not trust them with my devices for any length of time....

I hate taking the time to write a poor review, but this experience was not ok. I called their google phone number and was sent to their call center. The gal quoted me a $99 screen repair. So, I went in and said "I called earlier about the screen repair and they quoted me $99 so I'd like to drop my phone off."

The gentleman said great, we have record of your call in our system we'll get that taken care of for you. I drop my phone off then leave.

I come back when they told me the phone was ready and they said they had to pause the repair because "find my iphone was on" so I had to wait 30 minutes while in the shop. This is something that should have been taken care of prior to my leaving the shop. However, the man who checked me in was new. My issue isn't because of that, it's the way the manager, Roxanne, responded. She was 0% apologetic and couldn't care less about the time I wasted.

The KICKER is when I went to pay, Roxanne told me it was going to be $298. I was floored and thought there must be an issue because I was quoted $99. She said that was for a different type of screen. I mentioned that I even mentioned the $99 quote when I walked into the shop and she said it didn't matter that they still gave me the $298 screen and unless I wanted to wait for them to replace the screen again, i had to pay 298.

I said I couldnt wait (I had already been waiting over 30 minutes at this point for something that was supposed to be a quick pick up) and that they should honor the price I was quoted, and confirmed. She said she wouldn't do that, took my phone in the back, replaced it with my old (shattered screen) and said now it was in original condition and I can go somewhere else. I had to wait 15 minutes for her to replace it to my shattered screen.

Beyond that, my phone was not in original condition. My home button didn't work because they had calibrated it to the old screen. So they said they can replace it with the $99 screen but it would be another hour wait. So, they said they'd call when it was ready.

I left and waited for a call which I never received. Over 2 hours later I called them and they said it was ready.

Then when I got there she said she was able to get the $298 screen approved at the $99 price. So, all this could have been avoided should she just owned up to their mistake, eaten the cost of the wrong screen they used, and sent me on my way.

Highly do...

Buyer Beware. They are an authorized Samsung Care+ authorized facility, but do NOT honor the commitment which clearly states "Don’t worry, we’ll replace your device as soon as the next business day and help set it up"

I went to UBreakiFix on Monday to get my Samsung phone repaired under Samsung Care+. Samsung set up an appointment at 5 pm and admittedly I was late. The employee told me that it would take 2 hours and so he would not be able to do it and to come back Wednesday or Thursday and drop it off and they will have it taken care of in two hours.

So I went today at 12:30 pm. The employee there today told me he doesn't know why the person on Monday told me what he told me. He told me that they don't even have the parts required.

At this point, as you can imagine, I got upset. They had the ticket from Samsung and had not done anything to prepare for the repair. Even after my visit Monday, they still had not ordered the parts.

I asked several times for the employee to look up my ticket from Samsung. He never did. He said they always get tickets from Samsung even if they don't have the parts.

Having an IT background and knowing that if someone wants to, they can almost always get the data from your device, I factory reset my phone before going to the store. I did this to protect my data (backed up on local computer) and to eliminate the possibility of some third party software causing the issues.

The employee told me that no one told me to reset my phone and assured me my data would have been safe. Do not agree. He said they would put it in maintenance mode, but they are popping the phone open and have direct access to the hard drive. Plus some diagnostics do not work in maintenance mode.

What I proposed was for them to honor their commitment to me by testing the phone and diagnosing root cause. If they did not have a needed part, then put it back together for me, order the parts, and then I would come back for them to put the parts in.

He refused!

He told me that he has 24 hours to diagnose it and at that point, if any parts are needed, he would have to order them (could not give me a approximation of how long that would take) and once the parts came in and they repaired it, then I could have the phone back.

Total scam.

Reporting...