RockIT Repairs - Cell Phones | Tablets | Laptops | Mac | We Fix It — Local services in Fredericksburg

As a strong supporter of local business, & with an extensive background in business, Quality Control, Customer Service & P&L Mgmt., I felt it necessary to share a fair & accurate review. Hope this is helpful!

I found RockITRepair online, & chose them based on a few factors; turnaround time to complete work, price, and reviews. Generally, when I choose a place to conduct my business, it will become my go to provider pending performance.

I chose this shop, back in October 2017, to fix a broken touch screen on my HP laptop. The price offered was fair and equitable, the turnaround time was faster than all other local and big box store providers. This computer was specifically important due to my specialized work and a project I had been in the middle of working on when the computer was dropped. Once I turned the computer in, and explained the situation— the intaking repair representative offered to download my saved work onto my external hard drive for no charge as I was going to be purchasing a pricey repair screen plus labor. I was grateful, and this helped me continue my research on a separate computer.

Now, I was given a specific turnaround time, and that time was not met. At first, due to faulty part arrivals, returns. Once the working parts were re-delivered, it was found that those parts were not going to fix the issue which was a connecting LC cable to my motherboard. This was approximately 1.5 -2 months later, despite being told a two- four week turnaround. As you can imagine I was frustrated. I will caveat this statement with the fact that I was pretty hands off for the duration of the repair as I didn’t want to harass the company regarding this repair. Once I did explain my frustration and the management on site was able to view the situation after noticing a communication problem on their end— they offered to send the computer to their outside vendor in NY, at no cost and again with an approximate turnaround of a week or two. Given that it was the holidays I again went hands off to give them enough time to complete.

Fast forward to a week ago, after I had been advised and updated that the vendor was supposed to have shipped my computer back, I was advised that there was an issue and the vendor could not fix the issue. Being extremely frustrated during this transaction, I explained that this computer was essential to my work and important to me.

Here’s where I need to state that I am very impressed with the manager, Jim Einhorn and his #2 Stephen Urbaniak. During this process they did their best to circumvent the communication failures and the vendor failures they experienced. Not only did they offer excellent customer service, they offered resolution before I had to ask for it. I understand my circumstance is not likely the norm for this company and because they displayed extreme levels of ownership, accountability and problem solving, I now have in my possession a laptop identical to mine, loaded with my hard drive as I gave it to them, and a new case to boot. Despite the problems, and the 4+ month waiting time, the resolution was to take care of my needs even to their own detriment.

I appreciate this leadership immensely. While there is room for improvement on the process and communication side of the house, I have to say one of the primary reasons for this review is that I cannot let good leadership go unnoticed. It’s important to take care of the people who contract your services. As a service provider myself, and in my industry— integrity in this area (and really all) is tantamount to more success than being profit-minded only.

So, to RockITRepair on Lafayette Blvd. in Fredricksburg VA, to Jim and to Stephen, we very much appreciate your efforts and your integrity despite the loss you took on this transaction. For these reasons, I highly recommend their services to any consumer in this market. My rating should reflect as a 4.5.

It’s never the fact that there are problems, that make a customer loyal or not— its the resolution that creates a lasting bond.

Warmest...

Came into the store to sell a phone and to have the glass repaired on my iPhone 6s. Everyone was friendly at first as they took my information and offered me $65 for my old iPhone 5. I thought that was a bit low as this phone was in great shape, but I agreed nonetheless as it was convenient. What I thought was in poor taste was the manager coming out, not more than 3 minutes later, and placing my newly sold phone into their display case with a new price tag of $125. Whatever...like I said, "poor taste" but i understand that business is business.

The real reason for the one star is the following: I waited 45 mins for the glass repair to be done; As i walked out the door, i noticed that the screen would not scroll properly, so I went back in; They took another 35 mins to repair my phone yet again; I checked to make sure it was working properly again before I left, but as I got into my car, it started to malfunction again. So I went back inside; Another 30 mins passed and the lady who worked the front desk emerged with my phone. She began to tell me that the problem was the cover on my phone and that it was putting too much pressure on the sides, thereby causing the screen malfunction. She told me that when the cover is removed, the phone works perfectly. It took me a few seconds to realize that she was being serious. So I entertained her notion and removed my phone cover and proceeded to work the phone. As expected, it still malfunctioned. I asked her to speak to a manager; The manager came out and tested the phone in front of me. He promised to test it out one more time, but if he couldn't figure it out, then he would have to send the phone out because the "chip" was probably bad. I told him that the phone worked perfectly when I brought it in and that the only thing wrong with it was the cracked screen. He didn't know what to say and simply went to the back begrudgingly to look it over one last time; I waited at least another 30 mins for him to emerge. He told me that the screen he originally installed was defective (shocking) and so he installed a replacement. He worked the phone in front of me and told me about the warranty and how they stand behind their work. Hilarious. To top it all off, he then proceeded to give me a voucher to Paul's Bakery for a dozen donuts for my troubles. Wow...really?

I spent over two hours in their waiting room waiting for a repair the manager himself told me he could do in "4 minutes"; was given a phone back that did not work properly THREE times; and was told that it was my cover that was to blame for the malfunctioning when all along, it was the screen they originally installed.

What were they doing/testing every time it was brought back to be repaired?

No offense to Paul's Bakery, but a dozen of your donuts doesn't quite make up for this type of buffoonery.

UPDATE: After reading my review, Jim called me immediately and spoke to me about my experience. I appreciated that and can relate. Kudos to Jim for caring enough to try and make things right. Jim gets 5 stars which averages out my...

So long story incoming. One day my phone receiver goes out, my coverage tells me to go to RockIt. I tell them the issue, they take my phone, the next day I call them and they say it'll be 3-5 days for the part. Instead of telling me that before hand they took my phone and held it. So I go and take back my phone while the part is ordered. When the part comes in they replace it and I have it next day. Except within a week I realize my phone isn't charging at night. Normally a phone will fully charge, mine only takes about 30% in overnight now. The receiver is connected to the USB port, so the USB port (which is the charging port) was replaced with a defective part that they had ordered. So I call them back, and to their credit when they mess up they TRY to fix the issue. The offered a free repair. So I tell them to order the part before I bring it in. They say i need to bring it in first. Surprise, next day they tell me 3-5 business days. So AGAIN I go and pick up my phone just to bring it back AGAIN 3 days later. Again fixed next day. EXCEPT now my phone charges but the bottom third of my screen doesn't work. I noticed this immediately after driving away. I call them the next day and talk to the manager. He apologizes and tells me they'll overnight the part. The part doesn't arrive overnight, or the next day. In fact they end up having to reorder the part after 5 days because it said it arrived but they couldn't find it. 3 days later I bring my phone in and they fix the screen. The casing is poorly put back together and now the screen is raised from the chassis and the camera glare screen is missing. But at least it works!! I get home, put my phone on the charger, it doesn't recognize the charger at all. I cannot find any way to get this thing to take charge. After a day of failing to get my phone past 15% I go and buy a new phone. This started as a small issue that was relatively simple to work around, use blutooth or whatever, I don't need to use the phone receiver directly. But because of these guys attempting to fix my phone I've gotten so frustrated after repeatedly giving them my phone, picking it up, dropping it off again, then it coming back with some new problem, that I gave up. Only reason I'm giving 2 is because at least the manager was nice. I will 100% never bring my phone to...