uBreakiFix - Phone and Computer Repair — Local services in Lafayette

I had to travel an hour and a half from out of town to bring my Samsung Note 20 Ultra 5G to this shop to repair a cracked front screen.

After being told it would take no more than a couple of hours to repair the screen on the phone, when I arrived at the shop the estimate was now 5 to 6 hours. Being from out of town I decided to venture off and do some shopping in Lafayette while waiting on my phone to be repaired.

Approximately 2 hours after dropping the phone off, I received a phone call notifying me that while the repair technician was removing the front glass he shattered the back of the phone as well. When I asked how long this would take to repair, I was told they didn't have all of the parts in stock and it would be Wednesday the 11th before the parts would be there from their vendor, and my phone would be fixed by the end of business that day.

On the 11th I waited for a call from UBreakIFix until around 4 that afternoon, it never came, so I called the shop. I was informed that the parts for my phone never arrived in the days shipments and they didn't have an estimate on when the parts would arrive. I was also told it would be "a few more days before the phone would be ready for pickup."

At this point I was livid, a few hour repair had now turned into 3 days and they couldn't tell me for sure when my phone would be fixed. Not to mention them breaking the phone more while attempting to repair it...

I called AT&T as this was an insurance claim and they referred me to Assuron the insurance provider. When speaking with the insurance agent and explaining my situation the agent contacted UBreakIFix to inquire as to the status of my phone. The insurance company was going to overnight me a new phone and I would ship back the old phone once it was repaired.

After the agent called the repair shop, I received a call back from the Assuron agent telling me that UBreakIFix had miraculously found the parts for my phone that they said didn't arrive in the days shipment and my phone would be ready by the close of business (7:00pm) this is well after 5:30 pm and I'm a 1.5 hour commute from Lafayette, no possible way for me to make it by closing to pick up.

Picked up my phone on Thursday and checked it out and it all LOOKED good to go. I thought this goat-rope was over...

Fast forward less than a WEEK LATER on Wednesday I take out my Spen to jot down a few notes and my Spen will not write on my $1400 phone like it's designed to do. I made several attempts to use the Spen without success on my Note 20 so i used it on a Samsung Note 10 confirming that it wasn't my Spen that was defective.

After calling Samsung directly I was informed that 1 of 2 things happened here:

1. UBreakIFix didn't use a Samsung OEM screen because they are expensive. It would not be the first time a repair shop used aftermarket screens for repairs due to reduced cost... Reduced cost equal higher profit margins.

2. Or they did use the correct screen and didn't connect all of the screen related connectors for the Spen to track and be recognized by the new digitizer. Samsung stated that they should have performed diagnostic test confirming the Spen and all other options functioned before releasing the phone as repaired. Clearly in this case they didn't do that..

Moral of the story, UBreakIFix is incompetent at best. At worst they're using cheap Chinese aftermarket screens, on Samsung products, to increase the profit they make on repairs. They also broke more on my phone than they fixed - back screen and the Spen functionality.

Now I have to make another insurance claim, to have the phone either repaired again, or replaced. Which will leave me without a phone even longer. Not to mention, it will cost more money out of my pocket on deductibles and having to commute to bring the phone to another repair shop.

UBreakIFix Tech's...

This was a very frustrating experience. I brought the phone in for a screen repair under an insurance claim. Whenever I picked up the phone, the technician mentioned that the repair was very difficult and that he had to change out the back and the fingerprint reader and the battery in addition to the front glass. He then told me that if there were any issue to contact the insurance company. It turns out there were issues. The screen was fixed, but the fingerprint sensor and proximity sensor were both no longer working.

After some frustrating interactions with the insurance company (which weren't necessary), they pointed me back to the store (which makes sense, since the store should be responsible for the botched repair).

I should mention now that uBreakiFix apparently does not like to answer their phone.

Upon bringing the phone back the next day, the technician said he had started on a different repair already and that mine would be next in line. When I called and finally got someone to answer the phone much later in the day, he said that a few other phones were in front of mine (you are fixing a job you botched! How is that not top priority?!) and that mine was next up. I called again at 6:30, and was told that he was now checking to see if things worked (while I'm on the phone with him). They didn't, and he'd call back in about 30 minutes. He didn't. I called and left a message for a manager to contact me.

The next day, manager Keith calls and lets me know that he'll be working on my phone himself. A little later he calls to inform me that the phone will need to be replaced. They are going to buy a replacement device - same model - and that they'd let me know when it was in.

So now I'm without my phone for nearly 2 weeks. I call multiple times on Monday (when it should be in), and get a lot of answering machine.

Tuesday, I call and leave another message. I get a call letting me know that the phone is in. I pick it up, in a bit of a hurry. The guy who gives me the replacement is not Manager Keith. He tells me that the phone is brand new. He specifically says, "not refurbished." The phone is most definitely refurbished. There are chips in the paint near the charging port and the speaker grills aren't all that clean.

I don't have a problem with the phone being a refurbished device. I have a problem with the terrible service, and then being told that the phone is brand new when it is not.

TL;DR: Terrible service that took forever (because they had to fix damage they created) all with a heaping serving of dishonesty. I'll be sure to use a different phone repair place in the future, and I'll advise friends and family to...

5 stars in nowhere NEAR enough stars for this place. The staff is all friendly, knowledgeable and quick, yet, that's not even what sets them apart from the other cell repair places. Let me explain. I purchased a used Pixel (first generation) just to give the pixel a try, to see if I wanted to possibly purchase a Pixel 3XL. Well, after the purchase I noticed the battery was draining SUPER QUICK, more than it should have been, in my opinion, so I found uBreakiFix. I live in Lake Charles but was willing to drive and I'm so glad I did. When I initially took the Pixel in for battery replacement the tech that was working on it accidentally messed up my haptic feedback engine. He instantly let me know about the mess up, OWNED the mess up and let me know that they would be replacing it, free of charge. All of this without me batting an eye, getting upset or making a scene, I'm just not the person to act that way, ESPECIALLY when the company and the employees own the mistake. That, in and of itself, impressed me beyond belief. Well, a couple of days ago I went in to have the haptic feedback replaced. I mentioned that the battery didn't seem like it was still holding that great of a charge. The lady helping me, I THINK she may have been the owner, not completely sure, tested the battery and let me know, sure enough, the battery that they replaced my old one wiht was indeed a faulty battery. She told me that they would also be replacing the battery (again) and sending the faulty one back as a damaged product. No problem, whatsoever, because again, they are all about communicating with their customers. When I got back to the store after a couple of hours (they had a few customers in front of me, understandable) the tech came out and let me know that when replacing the battery and the haptic feedback engine they had accidentally cracked the screen. Again, you're being honest and upfront with me, so I really have ZERO issues... but THEN... he let me know that they ALSO replaced my screen, FREE OF CHARGE. I was dumbfounded. You LITERALLY can NOT find customer service like this ANYWHERE. If I could I would give uBreakiFix in Lafayette 100 stars. Sorry this review is pretty lengthy, but, I believe in prasing companies that go above and beyond and they...