uBreakiFix - Phone and Computer Repair — Attraction in Upper Saucon

I would love to give this location a five star rating. The quality of their work is great. My problem with this location is the customer service side of it. The very first time i had an issue with this place was in 2022. The reason for that is, I brought my phone in on maintenance mode where it hides your personal information with your credit cards and personal photos, when you take it in for a repair. The employee that was at the front desk was trying to convince me that he couldn't repair my phone in maintenance mode. We went back and forth for a little bit, and then finally he took the phone, they repaired it on maintenance mode, and that was the end of that. The very next time I had an issue with this location was in August 2024. Which I put an insurance claim through asurion for my back glass that was broke. For two weeks they canceled because they couldn't get the color that i had on my phone. Which is understandable. So I never got my back glass fix. It didn't bother me so much because my front screen wasn't broken so I could still use my phone so I overlooked that. Six months later, which is February of 2025. I broke my front screen and I put a insurance claim in for my front screen and back glass, at this same location. I got there to drop my phone off and the employee at the front desk was the same guy that I went back-and-forth with for maintenance mode in 2022. Tells me, "oh, let me check if we have the parts for your phone". When he finally gets back, he tells me. "Oh, we can't fix your phone because we do not have the right color for your back glass". So I said do you have another color back glass there? It doesn't need to be the same one. Because my front screen is broken, and I need my phone to be fixed. So his response to me was "no, we cannot put a different color back glass on your phone because you're going through insurance and we have a policy that it has to be the same color back glass that was on the phone came with." So I had to put another claim in at a different location, which was an hour away. Where I got my phone fixed 2 weeks later. Now 2 months later, I work as a mechanic, so I drop my phone in the shop and my front screen breaks again. But to the grace of God my back glass did not break on me. So I put in an insurance claim at this location in Center Valley. Because I know they have the front screens only, but my back glass is good so I know my phone will get fixed. So I dropped my phone off at 12:45pm. I was told that my phone won't be ready until 5pm. Which was kinda odd to me. Because it normally takes about an hour to fix your phone. I didn't put up a big stink. I said, okay, my phone is gonna get fixed. I'll be back, let me know when it's ready. I wasn't able to go pick up the phone myself. I had sent somebody to go pick the phone up for me. When they go pick up the phone, they're asking, what is my pin? I don't know why they were asking for my pin to my phone. Because I was in maintenance mode and they could do all their diagnostics on my phone in maintenance mode, so why was they inquiring about my pin? Don't understand. When the person that went and picked up, and brought it back to me. My back glass was a totally different color on my phone. So I asked the person was you told that my back glass was changed. They told me no. So now remember my back glass can't be a different color from the original back glass. Because I'm going through insurance. My problem with the situation is they never told the person that was picking up the phone that they changed the back glass and I figured they either broke the back glass when they were doing the front screen repair, now they could put whatever color they want without telling me or without giving me the option. But now that they broke the glass, they could put whatever color they want, it doesn't make sense to me. Because 2 months ago they made me go get the back glass of the same color. now it works in their favor so the back glass color does not matter, even though I'm still going...

Excellent service and timely repairs have led me back to the UbreakIfix office in Center Valley (Bethlehem). However, my recent experience has eroded what ever credibility the brand and office have in my eyes. I dropped off an iPhone 7 to have the battery replaced over the weekend. I was invited to the office to pic it up four days after, when the ordered part was in and, after it had been fixed. After the required calibration exercise, I thought I was walking out with a fixed phone. As excited as I was, I tried several times unsuccessfully to unlock the phone (the home button was stiff - customary when the phone is dead, except it was not). A closer inspection of the home button revealed that it was damaged and not function. Immediately returned it to the store to be told that this is how it was received.

While I dont blame the gentleman who attended to me before picking up the phone, I do blame the store as a whole and the person who worked on it for letting me walk out of the store with a phone that was obviously damaged by someone who worked on it and who was in the store when I stopped by to pick it up. Yet, chose not to mention anything about this. As I mentioned to the gentleman in the store and want to make a point of it now, it was grossly disingenuous to do this and, to give me the impression that I damaged the phone's home button either before I brought it in or at any other time when it was outside of the hands of the technicians.

Needless to say, I left the phone in the office and, do not plan to pick it up till it is fixed and functioning in the same was as it was before I dropped it off to get the battery replaced. Fortunately, I received a link via text for a review hence this long review to share my experience and, ask future clients to make sure they accurately account for the exact nature and functionality of their phone or electronic device before AND after dropping it off in this office.

I hope this is an exception rather than the norm. However, I have now escalated this to the district manager who I have reached out to and plan to continue escalating further if I do not get the timely resolution and sense of urgency that this situation needs.

This experience really deserves 0 starts but that option is not available.

Deceived client

Update: About 20 minutes after typing this message, I got a phone call from the shop to tell me that the home button is now functioning despite the cosmetic damage that still persiststs. Certainly, this is a recognition of guilt and confirmation that I was deceived.

My response: I did not bring my phone to the store to fix a non-functioning or cosmetically damaged home button. I came to have a battery replaced. As such, I will pick up the same iPhone with a new battery and cosmetically flawless and functioning...

I just want to thank the person who repaired my phone and share the excellent experience. I have been dealing with Apple for over a week now and received the absolute worst customer experience of my life. Since they would not help, I decided to try uBreakiFix and it was the best decision. I was bummed I'd have to pay for the repair when it was 100% Apple's known issue (although outside of their nonsense "extended warranty" time frame), but in the end it was completely worth it. I read everywhere that I would lose Face ID when they repaired my phone receiver that again was a defective hardware piece of Apple's, but being able to hear my calls without having to use speakerphone or carry around headphones everywhere was more important to me. So I called and they answered right away and gave me all of my options on repairs and fees, also had the part in stock and said I could come by whenever. I work a minute away so I dropped it off the next day, was greeted right away and had the phone dropped off. Shortly after they notified me that it was fixed. I went and picked up my phone and tested it out. Worked right away, but I was so confused because the screen unlocked without prompting me for my pass code. So I figured they just disabled it to make it easier on them, makes sense. NO! It was unlocking using Face ID?!?!?!?! The gentleman explained that he actually knew of a fix that would repair the receiver and not break Face ID. I was absolutely mind blown and so excited, that I ended up forgetting to use my $10 coupon hahahaha. Didn't bother me at all because of the wonderful service. Thank you so much, it might just be a stupid cell phone, but I rely on it for work, family, and fun and it means a lot to me that I had such great service. I hope that I never need to see you again :) BUT if I do, I will...