Solid Rock Computers & Starr Cellular — Local services in Defiance Township

This is a summary of my experience:

Late December I called because my Google Pixel 7 screen was cracked but still usable. They said they’d order a replacement and let me know when it arrived.

1/3 They texted that the replacement screen had arrived.

1/6 I dropped off the phone for the repair.

1/7 I picked it up and was billed $213.45.

1/9 I noticed (and photographed) a small dead‐pixel spot at the top of the display that I hadn’t immediately seen. (Photo attached)

1/10 They texted again, saying they’d order another screen and try again.

1/10 I replied that, since the spot was small, I could live with it for a comparable discount on my next service if they would rather do that. They never responded—and I assumed they’d simply replace it again. At that point I felt confident they’d take care of me (their owner’s daughter nannied my kids, and my daughter is in her wedding party this fall).

Over the next weeks and months, the spot grew until it obscured status‐bar icons. Then…

5/25 The entire screen went black. The phone still functioned (it rang, vibrated, etc.), but the display was dead.

5/27 I brought it in. They said they’d received a replacement but must have installed it on someone else’s phone. They promised to order yet another screen.

5/30 When I returned, they claimed the new screen triggered a boot loop (“never seen anything like it”). They reinstalled my old (cracked) screen. I asked if they used a genuine part or needed any firmware updates—after all, the phone rang during our conversation, proving it was powered on. They blamed a defective screen and said they’d try again Monday.

6/3 My wife picked it up; still no new screen in stock. They expected it that evening.

6/4–6/5 I called twice. On the 5th, they said they’d installed the replacement but saw the same black‐screen issue. I pressed them on proper procedure; they insisted Pixel screens are easy and they’ve done hundreds.

6/6 I picked it up a final time. They suggested I go to a uBreak­iFix in Fort Wayne or Toledo, and refused a refund—“it’s been almost six months and now I have to return two screens.” I left with a non-functional display, having paid $215 and received no credit or apology, despite reporting the defect promptly.

At uBreak­iFix in Perrysburg, they told me the original shop likely skipped the required calibration and firmware update for a new Pixel screen. They had a genuine screen in stock and repaired it successfully on the first try.

6/7 uBreak­iFix replaced my screen in a few hours; no dead pixels, and my fingerprint sensor works again.

One more note: After the first repair, my fingerprint sensor stopped working. I didn’t mention it then because it wasnt really something I used, but it’s a critical feature you should verify before leaving the shop.

TL;DR This shop attempted three unsuccessful replacements over six months and never offered a refund or credit. The failed attempts likely because of uncertified parts and/or skipped calibration and the 6 months because they didnt order a replacement, after claiming they would, when they were notified within a few days of the first failed install.

uBreak­iFix said it was a simple screen replacement and fixed it in one visit—on the same day, with a 1yr warranty (excluding water damage).

Update for Owners response: ...

I give this business a (1), only because I could not give them a (0). I called 2 hours ahead of time but I never got a return call. Thus, I decided to drive over and have them look at my computer as a walk-in customer. That was a huge mistake. They could have cared less that I was in the building. There were 2 employes in the tiny storefront but neither acknowledged that I was even there much less the fact I was waiting while holding my computer in my hands. No assistance or explanation was ever offered. I waited for about 15 minutes while both employees walked in front of me and completely ignored me. If you're busy that's one thing. However, if you simply don't want my business then tell me up front rather than have me further waste my time in waiting on someone to speak to me. I've been in customer service as a manager for over 25 years. This experience was...

I have been going to these people for well over 6 years and NEVER had a problem or a disagreement with them. IN fact they have went out of their way to make sure that I was satisfied and have even ordered parts for me that they didnt have in the store. ALL of the employees are professional and take the time to explain to you whats going on and if they say the computer will be ready by a specific date, it is or they explain why. The ONLY time I have seen a walk in that is not dealt with promptly is when they are working with another customer. Not to mention their costs are well in line with the most reasonable in town, I have found very few times that they could not beat others prices by a country mile. The people complaining here are nothing more then workers at other computer stores that are mad because Solid Rock is taking away...