uBreakiFix - Phone and Computer Repair — Local services in Gurnee

We originally brought the laptop in on a Sunday, we were told 4-5 business days before it would be fixed and waited the full 5 days before calling the shop and asking for an update because we hadn’t heard anything yet. Person on the phone said it would be another 1-2 days, the next day we were out and about anyway and decided to stop in and check the progress, the person seemed to insinuate it was either her business or she was in some position of power as she referred to the employees as her people and the building as her shop, she told us she didn’t even know the computer was in the shop to begin with but that the part was ordered and would not arrive for another 1-2 weeks. When we asked if we could get updates as the part got closer so we could plan the pick-up accordingly we were told that the phones are always off the hooks and that the person we were speaking to handled all communications even text messages and that we instead could inquire about updates through the number we had been given and communicated through so far that had done little to no communications to begin with. I want to make it very clear here, we understood that a part would need to be ordered and it would take some time especially if it came from overseas, that is not what we are upset about. We are upset that there seems to be a lack of communication within the business itself but also with the customers, we are upset that when it came closer to the date the part was said to arrive when we texted for updates we got no response at all and still now that we have the device back still haven’t gotten a single text and when we attempted to call (from the number we provided when we dropped off the device by the way) we had to call 3 times and each time it was almost as if the phone rang right up until it was about to go to voicemail and was then was answered but immediately hung up and it wasn’t until we called from a completely different phone that we got an answer on the first try. When they answered we hesitated because the name of the store was Asurion as far as we knew but the name the employee said was “U Break I Fix” and we were then hung up on when we hesitated to answer and to top it all off we find that a piece of the computer where the repair was needed was not put back and that the hinge which is what we needed fixed in the first place is still not completely fixed and is pulling on the motherboard which is essentially a ticking time bomb to the computer’s lifespan. Also an fyi, we paid about $400 for all...

• Bad communication / Poor training ** Last week I came in for a manufacturer warranty claim and was told that they would have to order the replacement screen based on the color of my phone. (Not sure what the color of the phone has to do with a screen fix) and that the spare part would arrive by Friday or Monday. Yesterday, being Monday, I called them and found that the part arrived Friday (No call received from them letting me know either) and that I could come in and get it fixed in 4 hours. Once I arrived, someone who represented herself as, I believe the manager since she kept referring others as "my techs", said that it could not be repaired because there were "dents" on the screen protector and that they could not repair it under warranty coverage. She was scouring the phone screen just to deny the repair, it seemed. No, "however, we can still fix it if you wish for X cost" or "I'm sorry that you were told by my other coworker that it could be repaired" even though the original tech reviewed the phone and didn't say anything like that. When I mentioned that, she became more interested in knowing what day of the week it was that I came in to determine who the rep was instead of addressing the lack of qualifying the phone for warranty repair. Big waste of my time off. So, if you're going to get them to look at your device, ask them to send another tech as well as a second opinion which is what that manager told me to do essentially. You are potentially going to get multiple answers on whether or not they can or can't do something under warranty coverage....

Terrible experience!! Don't believe them when they try to sell you their monthly home warranty plan that it will give you VIP service. I purchased it after a previous repair and I also have an Asurion warranty through my Verizon account. This visit was a simple screen repair that took 1 whole week to complete. I dropped the phone off, the guy checked to make sure they had the screen in stock and they did. Then he told me I wouldn't be able to get my phone back for 24 hours. I mentioned to him that I am a subscriber to their monthly warranty plan and he stated there were other members in front of me. I wasn't happy but I understood that and left. They emailed me to call them the next day and they told me that even though they had the screen they needed another part that would take a week to get and then the phone could be repaired. I understand things happen. The bottom line is they failed to provide me with the great service that they promised when they were pitching me their monthly warranty plan. Don't have me go through your online portal to set up a repair and then make me wait a week to get the phone fixed. I'm not saying this place is a bad place. I'm saying this time they failed terribly. And yes, I'll be canceling that...