uBreakiFix - Phone and Computer Repair — Attraction in Woodbridge Township

Took my phone in for a screen repair, Justin met me and was very helpful and trusting, assured me that my phone will not loose Face ID capability and they use the same diagnostics as Apple. I went through my provider and had them assign the claim to this UBreakIFix site due to the information Justin gave me.

I dropped off my phone and they replaced my screen in less than an hour, which was awesome. When i picked up my phone, no one went over anything and i was assured everything was working 100% properly. I trusted them and said ok and took my phone.

I mentioned to my husband about 15 minutes later that my Face ID was not working and i thought it was very weird because it was working before i broke the screen, as well as when the screen was broken. We were in the same parking lot so i took it back in and stated that i thought there was something wrong with my Face ID feature and it was not working. They said they were going to run a diagnostic test and they needed 10 minutes. That was at 5:47pm.

I waited and i when they came back from the back of the store i was met with a completely different attitude from the staff. Another man (not Justin) told me that my Face ID did not work prior to bringing my phone in and the diagnostic test showed nothing wrong with my phone at all. I asked if i brought it to Apple, do they think they can figure it out. He told me i would have to put in another claim with Asurion and if i went to Apple they will tell me nothing is wrong with my phone and they cant help me. I didnt think that was true, but i just said ok and left and went straight to Apple.

Got an appointment at 6:16pm. Thats less than a half hour between when they ran their diagnostic and when i arrived at Apple. When i checked into Apple for the appointment, they also run their own diagnostic test on my phone. Thank god UBreakIFix did not lie and they do use the same data base/ diagnostic testing software as Apple because they were able to view the test UBreakIFix ran at 5:47pm.

Apple ran a diagnostic at 6:16pm found that my phone had two issues, 1. My front and back cameras were not operational, 2. My proximity sensor that is used for Face ID is not operational. They also viewed the test results from UBreakIFix's test ran at 5:47pm and it said the same issues were present. So Asurion's representatives lied to my face and told me there was nothing wrong with my phone and not to go to Apple.

Needless to say, my phone is damaged beyond repair and Apple chose to cover my phone and replace it for me for the trouble UBreakIFix caused. Apple also advised me that they will be putting a complaint on my behalf to corporate about this third party dealer...

I will preface this by saying that it might not be the store with this horrendous, terrible, horrific, annoying, confusing, and bad process, but there has been minimal transparency and lots of confusion during my contact with them.

I originally submitted a warranty claim to Samsung on Saturday, and selected this store since it was a valid option. I made a same-day appointment which if you have Samsung Care+, is a valid option. I go to the store expecting it to take a while, of course, which I was not upset about. I get there and they say they don't have the part in stock, fine, so they tell me they'll get it shipped and it should come by Wednesday or Thursday at the latest since Monday is a holiday and they will not "receive" shipments that day.

I call them Tuesday, and a man with attitude answers saying that it was a holiday yesterday and shipping companies don't ship on holidays. Not entirely true, but fine. I wait for a call and get it the next day on Wednesday, saying the part is in. They say they would be able to do repair if I leave it overnight, which I can't. So I go in on Thursday.

Thursday they say the part they received was actually for a different phone, order, and person entirely, and that the order should come in tomorrow with my part. Fine.

Friday (today) I call, and the man with the attitude answers again, saying no parts came in, and offers to order it for me. I explain in amicable attitude the process I've gone through, and how it should have been ordered already by the actually helpful employee, and if they know the status of that order, and they say it was "never ordered, and we can put an order in for it now". I say fine, they say in sarcastic voice "already doing it".

So after that experience, probably never going to these third-party repair shops again, already complained to Samsung about this shop and the process, and I'll probably just stick to original manufacturer from now...

Independently, I would NEVER THRUST my devices to uBreakiFix. I visited this place because Verizon insurance set up an appointment for me at this location on September 23 at 10 in the morning, to fix an issue in my phone. Just from the get go, the clerk greeted me as if I was there to bother him, to interrupt something more important he had going on than to make money for the company that pays him a salary,

When I explained that I was sent by Verizon, he never checked the notes about the issue on my account at all. He took my phone, started typing something and when I asked what he was typing, he refused to tell me. But, he said, "there's nothing wrong with your phone but I can change the battery, if I wanted" NOT because he bothered to TROUBLESHOOT OR INQUIRE about the issue.

It would take 3 days to make the order, another 5 or 6 days to get it but they do not notify customers when parts arrive. I had to be calling them to ask.

He could be -on the other hand, change the screen which he had one handy. Strange, because that had nothing to do with the battery issue my phone had.

Needless to say, I left the place and called the nearest uBreakiFix place to ask if they had a battery in stock. They said yes, so I drove 30 minutes there. When I arrived, another clerk, with sightly the same attitude as the first one, said that I had to call Verizon to make an appointment with them, if I wanted service there. I left that place to call Verizon Tech Support. When I explained what was happening, they arranged a different way to resolve the issue I was having. Hopefully they report this incidents to Verizon as they promised.

But, this experience was not only a product of the unprofessional staff, their juvenile incompetence and attitude, but the unfortunate partnership that Verizon chose to make, which makes it look bad and should make us wonder if it's worth all the money we're pay...