uBreakiFix - Phone and Computer Repair — Attraction in Rockford Township

I originally left a negative review as they refused to service the phone after a different location damaged it in a repair. My negative review garnered some attention from their ownership, WHO SAID THEY WOULD ONLY HELP US IF I TOOK DOWN THE NEGATIVE REVIEW and promised to "leave a review indicative of the service at this location and not at the previous one". Well most of my negative review was about their unwillingness to honor the policies of uBreakiFix, but I played ball since we needed the help.

They confirmed the previous location botched the repair job and fixed the phone. Several weeks later, phone screen went out again. This happened 3 times with management offering to replace it each time. Some of the repairs sounded fishy (one about a screen "shifting" in the phone). I asked one of the last times if it could have been indicative of a power supply or motherboard issue. They said no.

The manager helping us left the store, and the phone broke again. We called the store. Not only did they not return my call after I left 3 messages, but they are now telling us they think it's a motherboard issue and to contact Google. Thing is that this has been going on several months and we are no longer in warranty on the motherboard as it expired during this entire debacle. An associate I talked to confirmed that it is possible that the initial botched repair job could have damaged the motherboard. Infuriating since I asked specifically last time if all of this was from a more systemic problem and they wouldn't consider it. The new manager said he could take the phone in and test the phone for motherboard issues (shorts and whatnot), and we would come up a plan from there (if it's the screen, they'll replace it again. If the motherboard, determine what's next). Not a half hour later, manager calls me back and says the owner is refusing to take the phone in again. Tells me to call the corporate claims line.

Ownership at this location is terrible. It is predatory behavior to force people in need of service to leave favorable reviews to obtain service, all for the sake of bringing in more consumers who can end up getting preyed upon as well. I don't fault the employees as the management and frontline employees have been as helpful as their ownership allows them to be. If there is a different franchisee around your location, I suggest taking the trip outside this owners range. You could end up getting just as messed over as we were.

I'm leaving my previous positive review below for reference: I had an issue with a repair done by a different uBreakiFix where the store is now closed. I stopped into the Rockford store to figure out what to do. Although there was an initial wait, the manager got back to me and was able to help come up with a plan to provide the level of support that the situation required. Although a frustrating experience, the store was able to provide the individual and unique support needed to figure out how to get the phone repaired and was able to get the repair done in a timely matter. A huge thank you to the team at the Rockford location for supporting a uniquely challenging customer service experience in a timely manner! Very satisfied and would recommend...

I was strongly encouraged to make an appointment, so I did from 10-11am two days in advance. I needed a battery replacement in my iPhone 13 Pro Max. I arrived at 10am when the store opened and was the first customer in the door. Everywhere I looked were signs promoting walk-ins welcome and same-day service. After speaking with the store associate, who had the same demeanor of a used car salesman, I was quoted a price of $150 and was told it would take 2 hours. I was then informed there was a lot of backup from the day before, so they would try to have it done by the end of day (7pm) but could not guarantee it. So much for same day service and an appointment. I drove an hour to get to the store, so the thought of hanging around for nine hours with a chance of it not being done anyway, was very much less than appealing to me! Not to mention the thought of being nine hours without my phone and all of the information on it. I asked if I could take the phone with me and bring it back later when they thought they would be able to get it in and I was told that I could but they could not guarantee that it would be done that day. This is after he had already told me they couldn’t guarantee that anyway. The store associate made up the paperwork and took my husband‘s phone number so they could text him and let us know when my phone was done. The slip I was given did have a website on the bottom where I could go and check the status of my repair progress. It also had an estimated “repair completion” time of 3:12pm; however, when my husband pointed that out, we were once again told by the store associate to disregard that because that didn’t mean anything. I reluctantly left my phone at the store and went to find something to occupy my time. Somewhere just ahead of 3:30pm, we received notification that my repair had been started. Before 4:00pm, my husband received a text message that my repair was completed and I could pick up my phone. I was very happy it had not taken 2 hours as quoted earlier! I went back to the store, paid my bill, picked up my phone, and was on my way back home. Later, I was emailed a copy of the invoice and receipt. Much to my surprise, the battery actually only cost $50 and the other $100 was for labor. I think that should’ve been explained in the beginning when I was quoted the price. Furthermore, had the repair actually taken two hours, I would’ve been much more understanding of a $50 per hour labor charge. However, $200 per hour is extreme! In the future I will probably be checking...

I would give minus one star if I could.i made appointment through samsung ,drove 90 min to get to store,called them 4 times to confirm that I am coming to get phone fixed,they said even 10 min before I reached there said yes will be able to do it in 30min will be easy fix before close.when I got there said could not do it takes 2 hrs and so on.No compassion, had to drive back 90 min.even after appointment no service provided.

Update based on the company's response - Yes, the day my daughter and I arrived, your company's store was busy. However, we did not just "arrive". We called several times to get a work time estimate, on my Samsung device, before we made the trip to your company store. Every time, we were quoted a 30 minute work time on the phone. And yes, we also clarified every time that it was a Samsung phone. We understand if as a company, you all have to take walk in customers, but if my daughter called 10 minutes before our arrival, confirmed that it was a Samsung phone, and was yet again quoted a 30 minute work time, then that is on your company for misquoting and massively miscommunicating. We declined leaving my device because we live 1&1/2 hours from your company store location (again, emphasizing why we called at least four times to confirm that it would be a 30 minute wait time). I was not going to travel back the "next day" to retrieve my device. We could not have possibly arrived any earlier before your "closing time" becuase it was a work day, and we both have jobs. We arrived as soon as we could (5:10 PM), and you all close that store at 7:00 PM. If your company store would have been willing to close about 10 minutes later for the sake of your paying customer, who on your company's word traveled all the way out to you, then I would not have been nearly as disappointed in your company's lack of communication and lack of concern for your customers. I did not have the time to travel to your company store that weekend either - in case that would be your next point.

There won't be a "next time we need you all" as we won't be seeing you soon. Thanks...