uBreakiFix - Phone and Computer Repair — Local services in Alexandria

I am a regular customer of your store in Alexandria, VA on King Street. In mid-July, I shipped my iPhone 7 Plus to your store via UPS for analysis and repair. A couple of days later, I received a phone call from your store saying that it needed a new battery and that it could be repaired. I authorized the repair and asked that it be shipped back to me via UPS (at my expense, of course). I confirmed my delivery address for the store employee. On 7/22, your store charged me ~$95 for the repair and shipping.

The problem is that I never received my iPhone back. I receive regular deliveries from UPS and do not have any problems (whatsoever) with stolen packages. I also have Blink cameras at my front and back doors anyway because I am a techy and I like various smart-home devices. So, bottom line, my repaired iPhone 7 Plus was never delivered to my house.

Starting the week of 7/27, I have called into your store twice a week and you have a real customer service issue beyond just my missing phone. The first two people I spoke with seemed skeptical that I did not have my phone and each said that they would find the tracking number and call me back with it by the next day. I never received a phone call from either person and no tracking number was provided. The following week, the person I spoke with told me that he understood how frustrated I must be to not have my phone and, again, told me that he would look into the issue and call me back with a UPS Tracking number. In my opinion and also evidenced by his lack of follow-up, he sounded patronizing and not really concerned. At no juncture did I ever feel like anyone actually cared about me or my lost phone. They treated me dismissively for at least the first 2-3 weeks that I called in (7/29 - 8/12) and as if I was the issue for inquiring after my phone. With that said, I persevered and even with my very busy life, I managed to call into the store again last week on Tuesday 8/18. I spoke with Nikki (first time I talked to her, so I am not trying to pin this on her) and she told me that phones were shipped from the Falls Church location and that she would investigate and get back to me with a tracking number. I wanted to wait a couple of days for her to investigate, but I never heard back. I am very busy with my small business and as a single parent, so I did not call back in until this morning (8/25). I spoke with Avery (first time I spoke with her) and she told me that my phone had been "misplaced" and that she needed to talk with the "manager on duty." She spoke with him and got back on the phone with me to offer me a new device. I told her that was a great offer, but that the phone I sent in was very special to me and had some content on it that I still wanted. Basically, a new device is not what I want - I want the phone that I sent in. I realize that if my phone is truly lost that may not be possible, but I ended the phone call crying because of my lost phone/content (yes, I know that all content should be backed up to the cloud, but small amounts were not for reasons I won't bore you with) and I got your email address.

At this juncture, I wish that I had not trusted my iphone 7 Plus to your store. I feel ignored, lied to (promises of call backs and UPS tracking numbers), and also disrespected (treated as if my time is not valuable and as if my requests for my phone were a burden). During this entire experience, I have never received any phone call or follow-up from your staff (other than the initial call to get the repair authorized).

I sent my phone to you via your website/UPS process on 7/15 and it is 8/25 and I still do not have my repaired phone (that I was charged for). Honestly, I don't remember the last time I was treated so shabbily and with such disregard - when I also paid money for a service that I never received. Please let me know how you intend to address...

if i could give 0 stars i would. Absolutely terrible service from the moment i got into the place. I brought my ipad in for a port repair. The person said they have to do their diagnostic to make sure that the port is the issue. She wrote horrible notes not describing my full issue and other symptoms that i gave her, like the magic keyboard does not work with pass through charging. so that means the pins on the back could have an issue, she did not write that down in the notes at all. I know the port is the issue for sure after running apple diagnostics from them and verifying with an Apple Service Provider that it is the port not working. I work for an ASP and samsung authorized provider. I fix computers and phones all day. This diagnostic could take any real technician maybe an hour or two if they sat down and did the work. I know how this works, I just cant do it myself because its not an authorized repair. I said okay, we can do the diagnostic. Didnt hear anything at all until saturday where they updated my repair that it was finally being started. I brought my ipad in on tuesday. 5 days for them to start the repair. okay fine, i called and asked what was the update and they said they are still doing diagnostics and they suspect it to be a battery issue and the capacity is low according to their meter. makes absolutely no sense because while the ipad was on i ran apple support diagnostics and it shows the battery capacity at 86%. Clearly thats not the issue, but i said okay fine do your testing and see if that fixes it. I wait until monday to call, they say oh the technician is out today and has not left any notes. Okay i then call the next day and they said they are stilling working on it ill get a call by the end of the day. I never received a call from anyone. I called again on Wednesday and they said they are still testing it. Over a week for a diagnostic of a charging port is the most terrible service. I called yesterday and still they are testing it and giving me the run around. There has been absolutely no log of what has been done to my ipad. Everyone ive spoken to there says there is no notes from the technician about what they are doing. I decided that ive had enough and went and got my ipad and refund because of how bad this has been. Now when i received my ipad there is a FAT fingerprint under the front facing camera. CLEAR as day, they couldnt bother to clean it before putting the screen back on. Now im stuck with it and i have no intentions of going back to this horrible place. Terrible service overall, I was willing to give UbreakIfix a shot, i heard a lot of horror stories and now i believe them. Do not come to this place. Most unprofessional repair center ever. I would never trust them again with any of my devices....

We first met with Chelsea on a Tuesday. My Samsung Galaxy Note 20 Ultra 5G wouldn't turn on. It was a permanent black screen. I told her that I was afraid that my Samsung Galaxy Note 20 Ultra 5G may need data recovery because the reset didn't work at all. But with a cool and calm demeanor, she said it was simply a matter of a screen replacement. She made me feel much more at ease because I thought that the data recovery would mean more time and money. She said that she would try to see if it was merely a battery issue. That if it was only the battery, she would charge me $40. But if it wasn't, then she wouldn't charge me the $40; only for the screen repair/replacement. True to her word, she tried the battery option, but as it didn't fix the device, she didn't charge me for that effort.

When I told her that I needed documentation of a quote for the screen replacement to show to my supervisor, she took the time to take a photo of the receipt and then send the image through Claudia's email. Again, she was true to her word, getting the email to me within 3 minutes of request. I called her back the next day to ask about the delivery of the part, and lo and behold, as we were talking, it was delivered in their shop.

I dropped off the device on Saturday with Stephanie and Chelsea. Again, Chelsea was friendly and supportive and reassuring about having the device ready the following day. And, yes, as promised, when we came back on Sunday, it was ready. We met with Claudia, who was warm and helpful and, as Chelsea, supportive. She said that she actually had just contacted me that the device was ready. She patiently explained that, yes, the screen was replaced, along with the battery for the screen. Even though I had the screen replaced at your former Pentagon Row location in April 2023, the battery, in the meantime it had drained. Claudia gave me reassurance that with this replacement for both the screen and battery, my device should last for a couple of more years. The whole process from start to finish took just five days.

The staff and technicians at the Alexandria location provided excellent, outstanding customer service, explaining everything to me every step of the way. They were supportive and kind and friendly, all with a great sense of humor. My experience was immensely positive, and because of that, I highly recommend...