uBreakiFix - Phone and Computer Repair — Attraction in Wake Forest

Before providing my review, let me say this: Do not trust a company that refutes negative reviews in the way that I've read here. Not only is it unethical to not allow customers to share their experiences with other would-be customers without initiating a full-fledged debate, but it speaks volumes about the lack of professionalism here.

I took my playstation to this location after my toddler destroyed the disk drive. I was told that I would receive a call in 24 hours following diagnosis but did not receive a call 48 hours later! I had to call to get information on what was happening with my device. They then said they were ordering a new disk drive that would be there within 24 hours. A week went by and I hadn't heard from them. So, I called and they said, "Ooops, we forgot to call you! Your device is repaired. Come pick it up." I paid $200 for the repair. I picked up the device and it initially worked well. Then the disk drive started failing to eject and accept disk. So, I took it back to UbreakIfix within the 90 day warranty period. They kept it again and said that they replaced the disk drive...again! The disk drive seemed to work fine, but then again started doing the same thing - failing to eject and accept disk. The 90-day warranty had expired but I still took it back to Ubreakifix. They kept it for about an hour and called me reporting that it miraculously had started to work once I dropped it off! I picked the device up and then had the same problem a few months later.

This time I called customer service. They told me that I obviously needed to take the device to another location...in another city! They also said I was still within my warranty period. So, of course, I drove to the neighboring city location and was told that my warranty was up, so they couldn't work on it. The manager, who was really nice, said that based on previous work orders, the location in Wake Forest should have replaced the disk drive when I took it back during the warranty period, but instead had just done minor cable repairs. She said she had spoken to a manager at the Wake Forest location and advised them to replace the disk drive because, after all, I had paid $200 for a disk drive that had not been repaired. Reluctantly, I took the device back to the Wake Forest location. The manager was smug. He refused to print a work order history, stating that he was unable to do so. The work order history would have given me proof that they had only done a band-aid repair on the device when I bought it back during the warranty period. He also said that the corporate office has no control over their location, so I could never get a refund for their failed repair even if the corporate office mandated it (which is actually a big lie).

So, again, I reluctantly left the device at the Wake Forest location. They called me back within a hour. Again, they said that the device had miraculously begun working once I had dropped it off, and that they couldn't help because the problem couldn't be replicated in shop. I called the corporate office and was told (by a manager) that the disk drive should have been replaced when I bought it in during the warranty period. She stated that she would investigate and call me back. She called me back four days later saying that I could not get a refund until I could replicate the problem at the Wake Forest location, insinuating that I was lying about the device not working. She never mentioned the fact that the disk drive was not replaced when I bought it in during the warranty period, even though she herself had admitted that that should have happened.

Do not use this location or any UbreakIfix location. They have...

When my phone speaker stopped working. I lived MONTHS with only headphone functionality to avoid going to the apple store. Imagine that, anytime someone called me I had to pull out headphones plug them in (or pair them) in order to use the volume on my phone.

The reason I did not want to get it fixed? Summed up by my interactions with the apple service team. First I called, after two hours explaining the simple issue I was nowhere. I decided to give up and call again another day. On call two it was determined that there was an issue with the speaker and I could either mail it to them (and not have a phone for weeks) or go into an apple service location. I do not live in the country by any means, I live in Raleigh NC. These "Genius's" suggested the nearest certified repair shop I could go to was at ECU (this is 3 hours away).

Despite not being a certified apple Genius, I was familiar with closer apple stores and went one day to the southpoint location. When I opened the door I was met by the unpleasant stench of stress sweat and indifference. There were what seemed like hundreds of people in this store with no clear direction of how to proceed. I noticed a line of people forming and assumed that this is where I should go. I was right. This was the line just to check in. I waited about 25 minutes just to get my name on the list, when I got to the front of the line I was ignored by the lady with her tablet as she had a discussion with her coworker about lunch and movies. After patiently waiting I was asked what was the problem, I explained it. I was then asked if I had an appointment, when I said no, they laughed. I found out why. If I wanted to wait 2 hours they MIGHT be able to get someone to look at it, repairs for this were going to be above 200 dollars.

I left.

Resigned to my fate that my phone would simply be headphones only until I bought a new one, I went on with my life.

I then came across uBreakiFix in Wake Forest, I went in. They immediately greeted and assisted me, isolated the issue in moments. Ordered the part I needed and gave me the date (only 2 days) to come back in for my 20 minute repair. I came back on the date, gave my phone to them and 20 minutes later it was fully functional. Might I add the cost was also a fraction of what the apple team wanted to charge.

Unless you are a true sadist who desires the disdain of a loosely hygienic 18 year old "genius" who will take advantage of your time and your wallet, I would recommend taking your iPhone...

I generally only do reviews that deserve 5 stars, Not this time.

This review is directed at the "Manager" in the back room, who couldn't bother herself with talking to me directly about a repair that ended up taking 16 days because of a problem on their end. Also, no apology.

I needed a new battery for my Moto G Stylus, which is a couple of years old. They needed to order the replacement and said it would take 3-4 days. It's a 2-year-old Motorola, so that seemed reasonable. The person at the counter said they'd keep me posted, and the receipt said they would call me in 2 days. After a week, I called to check on the status and was told their records showed it was "out for delivery", but they couldn't give me a date. Several days later, the tech called my wife to inform her he broke the screen when replacing the battery. He apologized and took full responsibility. That was appreciated. Again we were told it would be 3-4 days. I would expect that since it was their fault, they would have paid for expedited delivery this time. There was no word while I waited for the repair. After a week from talking to the tech, I called (Friday) and was informed the screen was expected by 4 pm the next day, which would be on Saturday. They'd let me know if it came in early, but the worst-case scenario was that it would be Monday before I could pick it up.

I finally received a call that it was ready 16 days after dropping it off. When I went to pick it up, the counter person was indifferent and charged me the full price of the battery and service. (They did not charge me for the broken screen since it was their fault.) I asked them to consider a discount due to the inconvenience of the extra 9 days without my phone. He said he'd check with his manager in the back. He said his manager said policy didn't permit discounts on shipping delays because it was out of their control, but the best they could do was to knock $10 off the total. I responded that any alleged shipping delay was directly attributable to them breaking the screen which was their fault. He held his ground. A paltry $10 was a missed opportunity to keep my business.

The least the manager could have done was get off her ass and talk to me directly and offer a sincere apology for my inconvenience.

They probably don't care, but I'll take my business elsewhere in the future and tell anyone I know to...