uBreakiFix - Phone and Computer Repair — Local services in Denver

TLDR; Store recycled my new computer when I dropped it off for a simple screen repair. Had to physically visit the store nearly everyday for a month before they finally replaced it. Management is irresponsible and disrepectful.

April 7- 1207pm Dropped off my laptop with a cracked screen to get the screen fixed. Laptop was purchased new in December and was used several times before the screen got cracked.

April 22- Called twice and got a busy signal after about 3 mins on hold. Checked online and it said the parts were being ordered.

May 19- Checked online and it still said the parts were being ordered.

June 12- Checked online and it still said the parts were being ordered.

August 22- 1240pm visited the store for an update since I hadn't heard anything. Spoke with store manager Belinda. They cant find my laptop and believe it was sent to be recycled. Belinda said they had no information about the computer like specs, serial number, etc.

533pm- Belinda called and said they did have specs because the person who checked in the laptop left an Amazon link to the screen that was supposed to be ordered. Said she would call me tomorrow with an update. I wanted to confirm that they were ordering the correct computer, that it was going to be new and not refurbished, and when it would arrive. She assured me she would call me the following day.

August 23- called several times and got a busy signal after being on hold for about 3 minutes. Calls made at: 414pm, 416pm, 420pm, 543pm

August 24- 1115am visited the store spoke with Belinda, she went to the back and made a phone call asking if the laptop had been ordered. I could hear her in the back on the phone say, "I see two items were ordered, an iPad and was the other item a computer? Oh, only the iPad was ordered..." She then lied and told me it was ordered and would arrive this week. She said she would call me everyday with updates so I didnt have to keep coming to the store.

August 30- 1127am visited the store and spoke with Belinda in the store. Inquired why nobody called me last week. She blamed the store lead for not calling me. She said computer was ordered will be here Thursday evening for Friday pickup.

September 2- 1140am visited the store and spoke with Michael who called Belinda since she was at another store. Laptop still hasn't came in. She was checking on it while I waited in store for her to call the associate back. She called Michael back at 1155am he told me it's ground shipping and would arrive between September 6 - 9. Asked for district manager contact information. Michael said Belinda would have district manager call me today because they dont give out district manager information. Requested for Belinda to also call me because I was ready to leave the store.

1234am- Called the Denver location and Belinda answered saying she had just sent my information to the district manager. While speaking with her I was trying to find out when exactly the district manager would call me because they never seem to follow up with me. She was very rude, disrespectful, emotional, giving short answers, and hung up on me.

September 12- 1120am visited the store spoke with Karen she said Belinda was on her way to the store but not in yet. She asked for my phone number again. Michael was also in, he asked if I had heard anything yet. Karen came back and said they were checking on it at 1126am.

1134am- Julie district manager was in the store and said they have my laptop. I inquired as to why she never called me as the district manager. She said she tried to call me, but it probably didn't go through because she has a Nashville number and states sometimes can't call other states. Finally, recieved the computer.

I used to advocate for this business, but this was a...

Another interesting experience with uBreakiFix… guess I’ll finally write a review!

Let's do a quick a demonstration…

A phone gets damaged. It experienced secondary damage - very common. Maybe a little water got in, or maybe the kinetic energy of the drop damaged some components inside of the phone. Maybe the person was riding a bike and their phone fell out of their pocket when it was raining out. Maybe someone had their phone at the gym and the force of the drop caused internal issues rendering the cellular useless. There’s a million different scenarios in which a phone breaks and secondary issues are apparent.

The issue with uBreakiFix is that 99.99% of the time, they only check for face level issues. They will check the device is “working” but not actually that it IS working. In their eyes, if the phone turns on, it must be working. Or if the phone is X% usable, it’s in working condition. Imagine if you took your car to get fixed and after $500 and 24 hours in the shop, after them telling you the car “works”, you find that your car can drive... only under 30 mph, but that it “works”! Would you call a car “working” that can drive only 30 mph or under without stalling out?

This is the exact issue with uBreakiFix.

When a customer first brings their phone in, the employees will review it before charging you for their replacement services. They say they will do “diagnostic checks/service checks” to review the device in it’s entirety. With phone drops and other incidents, there are frequently secondary and tertiary issues with phones that are potentially evident, or not evident. Obviously we can’t, nor do we want to, hold people accountable for hidden issues - that’s not fair. The issue is when secondary issues ARE evident… I have personally seen secondary issues ignored by uBreakiFix staff to ensure the customer goes through with their purchase. On multiple occasions. Yes, the phone may call, but it can't take pictures. Yes, the phone may take pictures, but it can't call. The phone can connect to WiFi, but not cellular. The list goes on...

Internal hardware issues are obviously an issue to the owner of the phone, regardless of what the phone looks like. Why would I pay $120 for a screen repair if I know the internal antenna is damaged, which means I may have to get a new phone all together? I wouldn’t! And the staff at uBreakiFix knows this, so they either downplay, or ignore the issues that ARE issues for the customer, but AREN’T for uBreakiFix. And in my experience, their repairs weren’t that successful - 3/5 times I replaced a screen with uBreakiFix, it has been discolored with a yellow hue and 1/5 times it had significant touchpad issues.

So, now you have a broken phone with a brand new screen! Unfortunately, your phone is still broken so enjoy shelling out another several hundred bucks if you have insurance, or maybe $1,200 if you don’t… on top of the $120 or whatever amount uBreakiFix takes to “fix” your phone.

Thanks for stealing another $130 after telling me "Yep the phone works, just need to put a new screen on and we'll be back in business" when you KNEW it had more significant issues.

Would give 0 stars...

Nothing but trouble. Made an appt to get my screen replaced for my iPhone SE. When i picked up my "fixed" phone, i noticed right away that the screen did not appear to be sitting properly, and showed the guy that when i put the case on it how it didn't align. He first blamed me for my frame being warped, and then took it back and fixed it and made the screen sit flush. As soon as i walked out of the store immediately noticed that i couldn't see anything on the phone with my polarized sunglasses on (previously had no issue with this). I turned around and went back in right away, and the guy told me he doesn't know what I'm talking about, must be my sunglasses. So i left, unhappy that i couldn't use my phone now to navigate while in the car with my sunglasses on. That night and the next day the touch sensitivity was completely off. Not able to enter the passcode to unlock the screen sometimes, and when i tried to text it wouldn't select the letter i touched, and then would randomly enter a letter i didn't select several times. I called the shop back to complain about this touch sensitivity issue as well as the screen polarization issue (not being able to see anything with my sunglasses on). The tech i talked to on the phone said, oh yeah a lot of the screens we get have that issue, its a risk that it might have that problem. I asked why this risk wasn't communicated to me before replacing the phone so that i could determine if it was worth it to replace the screen, and why the tech that i initially asked about this issue when i picked up the phone had no idea that it was a common problem and blamed my sunglasses. They offered to order me a "premium" screen and replace again for no charge. Thankfully this seemed to fix both the polarization issue and the touch sensitivity issue. Less than a week later, my internet signal is not working (LTE, 4G, etc). If compared to someone next to me on the same network, they have no issues connecting. Since the antenna is in the frame of the phone, I'm betting that they messed this up too. Completely frustrated. I did not have any issues with my iPhone functioning other than a cracked screen, and i probably should have just lived with that rather than risking all of these more major problems. Do...