uBreakiFix - Phone and Computer Repair — Local services in Joplin

It went horribly. I took a game system in to fix. Described what had happened and the guy at the counter said no problem he was 80% to 90% sure he knew what it was and quoted me a price. I said okay but if it turns out to be something else and it will cost more let me know before doing anything more expensive. I also asked if there were any other fees or any hidden fees. He said no. About a month went by and I hadn’t heard anything so I called. I was told they had to ship it to the warehouse and they were backed up but it should be getting fixed right now. Another month went by and I called and they said it wasn’t what they thought it was but they were trying to figure it out at the warehouse and I said okay, but if the price changes call me before doing any further work. They eventually called and said the warehouse couldn’t figure it out but I could come pick it up, but I had to pay a diagnostic fee(hidden fee that wasn’t agreed on). I explained that I had not agreed to a diagnostic fee and that they actually hadn’t diagnosed anything, I also told them what the counter guy had told me and that I had specifically asked about hidden fees. The guy began arguing so I asked to speak with a manager. The manager was busy so I was told he would call me back. Two months later I received a text from the manager to come pick up my system or it was going to be recycled. I immediately called to schedule a time to pick up and the person who answered the phone mentioned paying the fee again. I explained that I had already had this conversation with someone there and had requested a manager contact me and the manager texted so I assumed the mistake was fixed. The counter person once again began to argue with me so I said I want to talk to the manager because I don’t think you know what is going on. After being told the manager wouldn’t tell me anything different and a rather loud sigh he got the manager. After a long conversation with the manager and him telling me that they fired the last counter person so the miss communication really wasn’t their fault he agreed to let me pick up my system(still not fixed) as long as I got it within 3 days. When I got to the location they couldn’t find my system so they said come back in about 15 minutes. Then they said my system had accidentally gotten locked in a timed safe and they would text when the safe opened. I did eventually get my game, but the power cord was not with it. I said I had a power cord with it and they said no it would have been checked in with the game. I guess by the guy who screwed stuff up so bad they had to fire him. Either way I was tired of arguing and had already spent enough time that day so I left with the cordless, non working, PS4. I do appreciate you all following up and asking how it went. I wish I had embellished some of this but I haven’t. I will still use you if I have phone problems because my insurance is through the company and they use you. Otherwise I probably won’t. I do suspect it runs smoother when it is for the...

The actual work on the phone was done correctly and to my satisfaction. However, I will avoid coming here for work in the future, warranty or otherwise because of my experience and poor communication. Full story below.

My phone's screen quit working for no apparent reason. I talked to Google about it and they said I could take to uBreakiFix or send it in and get a replacement. I thought I would try the local shop out. Getting the work started was easy, but I didn't receive any paperwork on intake. No tracking number, no email, no text message. Not a thing. This should have been a warning sign, but they said I just needed my phone number to pick it up, check status, etc. The screen was not in stock so I took my phone and waited for a phone call. The person that took my info said it would be 3-5 business days.

After 6 business days and no contact I called asking about the screen's status. It was clear from the answer that it had arrived and I should have been notified, but I was not. I took my phone in to get fixed and was told it would be about 2-3 hours. I came back 4 hours later and the phone still needed diagnostics after the fix, but the tech was at lunch. I was told if I came back in half an hour it should be ready. Unfortunately, I had to come back the next morning due to my work schedule.

The next morning I arrived and was told my phone still needed a diagnostic to make sure it's working, but now I'm told they need the PIN. This was never mentioned prior to this. Also, I was never called to tell me they needed it. I provided the PIN and left. I asked if three hours would be enough and said it would be more than enough. I returned four hours later and the phone had STILL not been checked out. They handed me the phone to look over and let me have it after I was satisfied. I was refused any sort of receipt or record of service because "it was warranty and I wasn't charged."

Lastly as a parting note, nobody wore any sort of nametag or introduced themselves at any point.

If this store wants people to come back or buy services directly from them, they need to really step up communication and...

I initially dropped my son's Nintendo Switch off for repair of a charging port on 7/2. I was promised that I would be complete by that evening at 5. 5pm came and went without a call from uBreakiFix. I followed up the next day and was rudely informed by Yuriel (sp?) that it was not their job to call me. I came and picked up said Switch the evening of 7/3. When we got home and my son attempted to start playing, the touch screen was not working, (it worked fine prior to the "repair").

I then followed up again and was told they would fix it. The following Monday, I was able to pick it back up and was told it was in fact that it was a soldering issue on their part but rest assured it was now fixed.

Fast forward to 8/5. We are now having charging issues again so I reached out to uBreakiFix regarding the "warranty" that supposedly came with the initial repair. I was told to bring it in and they would take a look at it. I dropped it off that evening.

On 8/11 I received as call from one of the employees at uBreakiFix informing me that my son's switch was not able to be repaired due to now the motherboard was no longer accepting a charge and they would not be responsible for repairing the device.

Today, 8/13, my husband picked up my son's device and the game that was initially in it when we dropped it off was no longer there.

At this point we are now out the $110 for a faulty repair and terrible customer service and the $60 to replace my son's game due to a sticky fingered technician that decided to keep something that did not belong to them.

I hope you are happy uBreakiFix, thanks for not only damaging a device that was important to my son but also keeping a game that was purchased as a birthday gift. There was a reason you went out of business last time and it looks like that is the direction that you are headed again. My mistake was trusting that you would do the right thing.

In response to the “owner’s” reply:

The device was never fixed. We are out the $110 for repairs that were not completed and the $60 for your sticky fingered employees. Nice reply but I believe you responded to the wrong...