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

My boyfriend's phone froze and then bricked late last week. We took it to Asurion after contacting Google support, and explained what happened. At first the tech at Asurion said it was the screen, but after we explained that we tried to troubleshoot getting the phone back up and running, they said it was the motherboard (which we already knew from contacting Google support). We were told the repair would be about a week. When my boyfriend checked the status of the repair mid-week, he noticed the work order said screen repair, but we thought maybe it was an error, and didn't think much of it (he couldn't easily contact Asurion himself, and due to my schedule, couldn't call to question it right away). We stopped in today and spoke with a different tech who said it would likely be done tonight. He later called us saying that the screen came in, but it didn't fix the issue, which ultimately means that the first tech we worked with did not enter information correctly even though when we dropped the phone off initially, the tech stated "it's the motherboard, you need a new one." While the tech we dealt with today was really good, we're both really frustrated that, despite being told the motherboard needed replacing, there will be an even longer wait due to incorrect information being entered into Asurion's system.

**EDITED: after FINALLY getting the phone back after nearly 2 weeks, the phone needed to be factory reset because it wasn’t fully reading the SIM card. However, it can’t be factory reset at the moment because the volume down button is broken, when it WAS NOT broken prior to being with Asurion for almost two weeks. We now will need to return to the store after the holiday to have this fixed/taken care of. Honestly, if I could give no stars, I would. The whole experience with this Asurion location has been...

AKA UBreakWeBreak... This is the worst experience I have ever had. I wouldn't trust them to change a light bulb. I cracked my screen, but the phone was still functional. I had a small line across the screen, but otherwise all functions worked. I dropped the phone on Saturday so Monday was the soonest it could be fixed. 1- Store opens at 10am...they were late. By 10:10am the doors finally opened. 2- I had a 10 AM appt for a cracked screen repair. I paid my $29 service fee ahead of time and I signed the receipt (basically waiving any rights if they mess something up). 3- I get a call to say that while repairing my phone, the front camera broke and now the screen is not functioning. They were unable to fix the screen and did not have the part to fix the camera. 4- Since I signed the receipt waiving their liability, they are not responsible to remediate the issue. I called Samsung and got a replacement phone. 5-I called the store to see if they would pay the $99 fee for a replacement and they stated they were not liable. 6- The person working with customers is horrible. He explained what LCD means (It's irrelevant) but couldn't explain clearly what happened and why they didn't prepare for this before trying to repair the phone.

Unfortunately, most major phone carriers contract with Asurion ,which owns these stores, for repairs/replacements. Samsung is also contracted with this company for repairs. Zero Stars for...

(April 2025): The reason this was not 1 star is because the people were genuinely friendly and not jerks, and my issue did end up getting fixed.

I didn't get any kind of receipt when dropping off, I expected something like a dry cleaner or something, confirmation email, etc. there should have been a self serve kiosk to enter my contact info instead of reading it out in front of everyone.

I thought they'd walk me through putting my device into Repair Mode (which it was) but they stopped short of tellinge to take it OUT of repair mode.

They didn't call when my device was finished, I called to check on it myself and got the "oh yea, it's done".

I went to pick it up and there was 0 identity validation, anyone could have come in as me and taken my phone.

And the first time I came to get it the screen still didn't work and they needed to keep it and extra 30m to REfix it.

Update (Aug 2025): After my first repair in April, touch response on the replaced screen stopped working last week. I brought it in to get fixed again, they replaced the screen again under the repair warranty.....However, then this week, the new screen literally came detached from the chassis after the previous repair. Luckily I still have my original warranty from Google and they just sent me a brand new device since apparently Asurion isn't capable of replacing...