uBreakiFix - Phone and Computer Repair — Attraction in Twin Falls

Should be ZERO stars. BEWARE of this TwinFalls ID location and its store manager "Giovanni". This location is a franchise establishment and its management does NOT follow the uBreakiFix corporate business ethics or guidelines. This manager that accepted my phone and agreed to fix it is dishonest with questionable business practices & ethics, is deceptive with warranty info, and is quickly defensive rather than supportive and inviting when questioned about any of the repair process. Also, the staff wears no form of identification, business cards have no names or positions within the establishment, there are no forms of technical certifications or staff photos posted or available, and the so-called manager refuses to provide upper management /ownership contact info or names (other than his own, "Giovanni"). During the weekend, Samsung Care+ created an appt for me at this TwinFalls location. Monday morning, I called this uBreakiFix and spoke with a very friendly female who looked up my info and found my appt and claim, and explained to me when asked about the cost to fix my cracked screen would be NO charge to me via my Samsung Care+ protection plan. So, she personally instilled a confidence in me to continue with the appt of Wed 08-04-2021 noon-3pm. All-in-all, 3pm picking-up my phone, a different gentleman reveals himself from behind a closed wall upon my entrance and greets me and offers assistance (this was a pleasing exchange). I advised picking-up my phone and he offered to check the back for my phone. Then, Giovanni appears and of course NO welcome or greeting from him but instead places my phone on the counter and begins the transaction for me to pay. I was comically dismayed by Giovanni's extremely poor customer service but at same time happy to simply get my phone back to never return here. When I was about to pay for my phone repair, Giovanni deceptively and unprofessionally asked me when I would be back in the area (which I thought was a product or service sale pitch) so I questioned as to why, and Giovanni advised "the machine" had broken my phone's back-glass and would need to be repaired. I was shocked & disgusted because why didn't he first advise me of this altercation as soon as he approached me, and of course, NOT one "Sorry" or acknowledgement of the inconvenience. This is when Giovanni's true deceptive and criminal skills became apparent, and he was disgustingly prideful about how I no longer had any choices because Samsung could no longer help because the warranty is now void via him so-called repairing my screen, and here's the coup de grace, he explained he was doing me a favor by giving me my phone back rather than confiscating it and sending it off to Samsung (without my approval) because "it didn't pass Samsung's tests". I immediately retorted asking as to why he refrained from sharing that info about my phone before requesting payment. Of course, Giovanni just criminally grinned and refused to answer any of my questions about my phone. This is when I began requesting management information, which he advised to be. So I requested store ownership info, which he pridefully refused to provide any names or contact info (other than the store's business phone and his first name only.) I had no alternative but to take my phone and from the parking lot began many attempts to locate the owner(s), which I did: Brian Meddock, Rick & Caralyn Olson, Ryan Olson, and Darren & Brandi Cook. However, all BBB contact phone's or LinkedIn contact info for all of them are no longer in service. Assuming the store would have a District manager, I called a different uBreakiFix location and was greeted and provided amazing phone customer service. I explained my dilemma and the phone associate investigated my account. To his dismay, he explained my service repair visit has NO notes other than being paid and ended, meaning according to him no more service necessary. This other store store associate agreed to help connect me with the proper corporate management to resolve my phone repairs...

Avoid for in warranty work! I called ahead as Google listed them for warranty work for my in-warranty Pixel 9 Pro, the worker explicitly said that for screen issues under warranty they would have to inspect to ensure there are "no scratches or anything I could catch a fingernail on" - and that's fine, my phone is perfect aside from a dead line of pixels. I inspected my phone myself before taking it in, it's been in a case its entire life and flawless. At least it was before the worker took my phone into the back room. He even inspected for scratches himself in front of me. Then popped out the SIM slot and said he wanted to take the phone in the back to get a better look. He came back out having restarted my phone and said since I was in the Android Beta program he wouldn't be able to verify the screen issue wasn't software related and the beta could void the warranty (IT DOESN'T), that they take on risk removing the screen and if they damage it they don't get reimbursed. Said that I could try leaving the beta program and see if that fixes the issue or contact google for warranty. As I'm leaving and putting my phone back in its case I notice fresh nicks on my phones bezel on the top left edge - the edge it likely would have been rested on to look inside the SIM slot. Now it might not have been done maliciously, but wouldn't you know it that I can catch my fingernail on it! Seems like they did all they could to ensure they would not have to do the warranty work on my phone. If them damaging my phone voids my warranty I will be doing more than leaving a review. BTW, I even tried showing the Google product page showing my phone is under warranty and it was disregarded to get me out of the store without performing warranty work. Their support team also deleted the message saying to reach out for resolution, so clearly the management let's employees damage devices without recourse and tell customers their warranty is voided when it isn't to avoid performing their contractual...

I have always taken my business to this location and have always had a great experience with the repair itself. Last week, my laptop decided to go out on me and I gave them a call to see if they could help. The girl on the phone said they would be able to get me in at 4:30 and my husband left work early so we could make it to the appointment on time. When he arrived they told him the repair itself could take a couple of weeks but they didn’t have time to do a diagnostic to come back tomorrow. I called them and asked what the point of the appointment was if they turned him away. I called the following day and asked if I could drop it off during my lunch since they didn’t honor our appointment time and I was told yes. I was also told that the diagnosis would take a couple of hours and that I would get a call back. Fast forward to 7 hours later I called to see if they had an answer because they never called me back. The representative on the phone told me they would take a couple of days to tell me what was wrong. I was already annoyed that they failed to honor my appointment, told me it would take a couple of hours, and now I’m being told days! I went ahead and left the laptop there and called back 4 days later to check on it. I was told by another representative that they would take WEEKS before they could even look at it. The representatives were all very polite but their communication was lacking. If I was honored my appointment and was told it would take them a couple of weeks to even look at it, I would totally understand but they didn’t communicate that to me at all. Every time I called them their story kept changing and it was very frustrating. Communication with your customers and being upfront from the start...