uBreakiFix - Phone and Computer Repair — Local services in Florence

My phone previously had water damage and was repaired successfully by a nearby (Newport KY) store. The new screen failed within the warranty period, and so they tried to repair it again. I was eventually sent to the Flornece KY store as they had a part in that New Port KY did not.

At Florence: they were unable to repair the problem, and assessed that it was due to the original water damage. They provided a full refund. I was perfectly happy with the experience at this point.

However, a few weeks later, some of the buttons and the ifngerprint scanner stopped working. When I tried to carefully inspect the exterior of the whole, I noticed that the back panel had never been properly reattached, There was a large gap that allowed me to easily pry it open. The adhesive material underneath was not even close to reattaching the back, it was enough to make it seem like the phone was back together. Under the back cover, things were even worse.

7 screws were missing that had never been replaced by the technicians who worked on my phone. This meant that the motherboard and most of the components are not secured inplace. they move around and come lose, causing various components to lose their functionality, particularly the power and volume buttons and the fingerprint scanner.

So, I have a phone in worse chase then when I brought it in, and some of the parts that I owned as part of my phone were essentially stolen or forgotten by a lazy employee who missed not one but seven screws and couldn't even care enough to reassemble the phone in a half convincing manner to make it look like it was back together.

This repair was done right before, and because of the fact that, I was leaving town for work. I am not anywhere near a ubreakifix, so their typical answers of "the repair is covered, just bring it back in". Very unhelpful solution.

I have spoken to ubreakifix employees, trying to see if they sell or ship my replacement screws, they say they cannot sell parts at all - not even screws. So, despite the problems they caused to my phone, they don't even seem to be willing to somehow get to me replacement screws for the ones they stole.

I have also asked them if they will give me the component part for the screws so I could just order them on my own (they say Google does not give individual part numbers, so they only have internal ones that are not usable by the general public ordering parts anywhere else).

I asked if they could tell me the size of the screws so I could just get generic screws that would fit. For some reason, they cannot...

So now I am stuck with a phone, in far worse condition than I took it to them in. The back is not attached, it is held to the phone by electrical tape. There is no adhesive on the back panel which provides water resistance, so if i get water or even sweat on it, it quickly gets into the inside of the phone, causing other problems. The components on the interior of the phone need to be constantly reattached, sometimes multiple times a day, although sometimes they hold up for a week or so.

I was please with my ubreakifix expeirence back in May; I was pleased with the one in June. These were done at the New Port KY store. Then the Florence store did this to my phone. I would not even care if I could just get screws from them to make it right and hold my phone together long enough to use until I can get the next Pixel. I don't know if it is the work ethic of the individuals who worked on my phone or if its this location in particular. But this experience and continued lack of a resolution from any other ubreakifix locations I have contacted about the information for the screws, or trying to get them shipped to me, or what size they are so I can just by them myself, has really turned me on my desire to use the services again.

To the point where I am ready to jump off of the Google Fi and Google phone (Nexus and Pixel) that I have been on for over 6 years - as they continue to recommend, and solely...

I was sent here from Verizon to have my phone repaired as my screen was not working and since I had insurance, this is the company their insurance goes through. I was told not only by the people at Verizon but also by the people here that they see this issue often and it is typically caused by a drop that knocks the screen loose. I informed both companies that I had not dropped my phone anytime recently in which I was informed that the slightest bump can cause the screen to eventually disconnect even if the major drop happened awhile ago. This being said, the man here told me that they will repair my phone, it’ll only take about an hour, and they will message the number I gave them to notify me when the phone was finished. After getting the message to come pick up, I received my phone and stepped outside to make sure that everything worked properly as I had already discussed with the man that the last time I had a different phone fixed, my buttons no longer worked. I had this repair done else where and the man had the audacity to insult their work considering I had the same outcome here. After checking the phone to make sure everything was working properly, my buttons yet again did not work. I noticed a black indent on the screen where the down volume button would be and the muted volume icon flashing as if the button was being held down. After looking into it, I realized that the button was actually stuck and would immediately turn the volume back down once it was turned up. I decided to walk back in to see why this was an issue and on the way in, I realized that I could also not lock my screen with the power button. Once going back in and explaining the issue, I was asked to take a seat in which I had to wait for about 15 minutes before being told to leave and come back again in about an hour. Still being understanding, I left and came back as asked. This time when I came back, I was told that this time when they opened my phone, they found corrosion on the wires connected to the buttons and they are unable to repair my phone. He then proceeds to tell me that warming the phone to get the screen off not once but now twice actually made it worse. The first time that my phone was open, I was told that it was just a screen issue, my screen was fixed, and I am good to go. Magically, the second time that my phone is opened, corrosion is found and was then told that their heating process to take the screen off actually caused the point of unrepair. The man told me that I need to call the insurance company and request a replacement phone for $99. I did not question him at this point because during the many trips here today, I had already heard him talk to 3 unhappy customers that they could also not help for various reasons and knew from the conversations I overheard with them that he had no control of the insurance. The only question that I made sure to mention was how did they not see the corrosion when the phone was opened the first time and I was told that it was just missed as if it was no big deal. When I called the insurance company, I was told that they had marked my repair as successful since my screen was now on although my buttons were now damaged. I was told that the damage was preexisting even though nothing was seen the first time and I ultimately had to pay the $99 to replace the phone. Prior to the screen being replaced, the only thing I could get to respond were my buttons and now that the screen is replaced, the buttons no longer respond. I would say this is far from a successful repair and I am extremely unhappy with this experience. I even requested to talk to someone higher up at the insurance company where I was placed on hold for 20+ minutes in which I hung up and called back just to get the same answer. I will be getting in contact with my Verizon store considering they sent me here and will also drop my insurance through Verizon so that I never have an experience...

Update: The store manager contacted me having seen the review. He verified they had staffing issues but explained it was no excuse for the lack of communication and apologized for the experience. He offered to refund over half the repair cost I paid and ensure that the game card reader was replaced and everything was working. Given his response I figured to give them a second chance. This time the repairs were prompt, the staff was communicative and in the end the Switch is working as it should be. Kudos to the manager for making up for the experience. I would use their services again based on his handling of the situation.

Brought in a switch lite to have repaired, was quoted 3 to 6 days for parts and 1 day for labor once the parts come in. After 10 days I called and left a message trying to get details. Called several times the next few days but no one was answering the phone. Finally got a hold of their corporate escalation team who tried contacting the store and also got no response for days. I finally had time to drive to the store 2 weeks after the quoted completion date and was given excuses about staffing issues, my parts being lost in shipping the first time they were ordered, and told that their phone lines had been down for 2 and a half weeks. Right. I was then told they were actually in the middle of repairing it and it would be ready the next day, which it was.

I was also quoted $124.99 plus tax for parts and labor, at the time of quoting the associate mentioned a $15 dollar discount that would be applied at time of payment, when the device is picked up. When we picked it up the associates were unable to figure out how to apply a discount to the bill and we were forced to pay full price for a repair that was supposed to be discounted and took 3x longer than it should have with no communication from the store.

It's worth mentioning that the escalation support agent I talked to had been dealing with multiple similar claims from this location, repairs that were taking far longer than quoted, no contact from store, and no one answering the phones for customers or their corporate teams. I have been to other locations of Ubreakifix and had great experiences, I will avoid this one at all costs should I need electronic repairs...