uBreakiFix - Phone and Computer Repair — Attraction in Town of Hempstead

This is one of the rare negative reviews I’ve had to write, and it’s unfortunate because, overall, most of the staff at uBreakiFix have been nice and helpful with the exception of "Karen". In fact, I even left them a 5-star review when I first started working with them, so I’m not the type of person who leaves bad reviews unless it’s truly warranted.

That said, I’ve had my iPhone screen replaced here five times. Looking back, part of this is my own fault. I probably should have just gone to Apple and purchased a new phone rather than paying $600 for screen repairs on an older iPhone 14. For context, Apple originally told me my cracked screen couldn’t be fixed, which turned out not to be true. So I went to uBreakiFix and they said they could fix it, they had two screens one apple and one OEM screen. Since I didn’t want to wait a week for an Apple replacement screen to arrive, I chose to let uBreakiFix install their third-party screen instead.

Unfortunately, the quality of that screen was disappointing. The first five replacements were covered under warranty because the screens simply stopped working without any physical damage. This was the 6th time and this time was different. I dropped my phone three times over the past month, resulting in three cracks, and on the third drop, the screen completely failed. Now these were all normal drops; the phone fell out of my pocket, maybe 3 feet high, and not on a concrete floor. (To give contacts, my original iPhone screen only broke because I was riding a bike at about 25mph, and it fell out) I've dropped my phone from that distance all of the time and have never had any issues with the original Apple screen. But this third-party screen cracked every time I dropped it, and I say that to say

I went back to uBreakiFix for the sixth time, fully expecting that my warranty wouldn’t cover this repair, since there was physical damage, and I was 98% sure they would say no. But I hoped to discuss my situation, five total screen replacements, and my concerns about the screen quality to see if they could offer any kind of solution. I planned for them to say no and go right to the Apple store and buy a new iPhone 16. (which is what I did) This was just a quick stop, and I was in good spirits because I was excited to get a new iPhone 16, but I needed to justify the purchase to myself by getting uBreakiFix to say no first. I didn't plan to write a bad review despite thinking the screens were cheap.

That’s where the issue arose. One employee, who gave me the name “Karen,” was rude, dismissive, and just lied from the start. She claimed I had only had my screen replaced twice, despite my repair history being visible in their system I know because the last time I was in the store the other employee pulled up the dates. "Karen" also insisted my last screen was an official Apple screen, which I knew was a lie because I could see that the screen was just a thin piece of glass because a small piece was hanging off. I also later confirmed with Apple when I went to buy my iPhone 16. The technician explained that the third-party screen wasn’t flush with the phone, which made it more vulnerable to physical damage.

To be clear, the rest of the staff at this location have been great in my previous visits, which is why I didn’t plan on sharing my full experience publicly. However, this interaction with "Karen", combined with misinformation and a poor product, made the situation unnecessarily frustrating.

I’ve attached a photo of the employee in question since the name I was given appears to be incorrect. Hopefully, this helps management better understand what happened and improve future customer...

Very long story short, do not give your electronic to this store, there are 2 irresponsible individuals that will turn your day to a nightmare, I took my healthy phone to this store for a simple battery replacement, keep in mind that I sit in front of the store the entire time to wait for the replacement, they were there chilling all day and the were only one couple that enter the store that day in that almost 6 hours window that I was waiting for my phone to be fixed, I believe that they get the same treatment "comeback later", bottom line they charged me $99.06 for that service and 4 hours later when I got home my phone screen and battery dies, an experience person like me took the phone somewhere else, how the he'll I will go back to a store that has damaged my property, I took the phone to a different shop to find out that Asurion replaced my battery for an old battery or left the same battery and maybe damaged screen, I paid $350 somewhere else to get a new aftermarket battery and screen, now my phone is not a qualified Samsung warranty but I had no choice, I did it to save my data. Those 2 individuals in that store will be hold accountable trust me, what they did is unacceptable and this cannot happen to another person.

Good luck with...

I have no problem with the tech at all. He was professional and tried to solve our problem but Samsung would not allow it. Samsung sends a tech to physically inspect the issue but a person miles away makes the decision instead of the person with eyes on the ground. Makes no sense. How can someone not present argue with the person in home that can see and touch the problem? A photograph is no way to properly diagnose an issue.

Samsung has terrible, disgusting, frustrating customer disservice. We wasted 2-3 weeks and 16 hours of phone calls trying to solve multiple issues on different Samsung appliances to no avail. I will never buy Samsung appliances again and will make it my mission to tell family friends and strangers on the street not to buy Samsung.

For a multinational and multi billion dollar company, Samsung is small and petty and incompetent.

Asurion should sever ties with Samsung. The reputation of Samsung will rub off on Asurion simply by...