uBreakiFix - Phone and Computer Repair — Local services in Lenexa

Unfortunately, I will be looking elsewhere for all of my future electronics repair needs. But more on why in a minute. First, I, like so many people, dropped my phone and shattered the screen. It happens. My bad. I called around and read reviews, and decided that Phone Medic sounded like the best place to get my screen replaced. Let's start with the good. Their advertised "ready in an hour" quick service was just that. Exactly one hour after dropping my phone off with a shattered screen, it looked like new. I was happy, and the price was decent. My phone worked flawlessly...at first. Now comes the not-so-good. I started noticing instances where the screen felt unresponsive. But this was rare. Fast forward a couple weeks. Now, almost half the time, the screen was very flickery and finicky. When typing on the keyboard, often times letters nowhere near where I was tapping would be selected. This would often result in messages being incomprehensible or being sent incomplete. This is a common problem with poor installation. It gets worse. I then noticed a bright line down the center of the screen. Again, this is an issue common with poor installation. But wait, here comes the really bad part. I was off of work and out of town during the peak of these problems, so I made plans to return to Phone Medic on the Monday of my return to work (it's located just down the street from my office). The Sunday before I was to take my phone back, a very small part of the screen right next to the home button cracked when I simply depressed the home button. I did not drop my phone. I didn't sit on it, throw it, burn it, feed it to my dog, or use it for ballistics testing. I simply pressed the home button to unlock the phone. This tells me that the screen was installed warped and under just enough pressure that just the wrong touch could release that pressure by way of cracking. So when I took my phone in on Monday, they were quick to point out that the warranty doesn't cover physical damage. How convenient. They acknowledged but couldn't be bothered by the effects of their poor installation, simply citing the physical damage. Now, I'm not one to take advantage of anyone, especially a locally owned and operated company. In fact, I take pride in local business and in my city. And I realize that physical damage isn't covered since anyone could just abuse their phone and get a new screen for free. But that doesn't describe my case. All of these negatives were the direct result of a poor installation job, and unfortunately they did not stand by their work. I was nice, I politely explained my situation, but the gentleman I talked to (who also did the work on my phone per the receipt) basically told me he didn't care and that it didn't matter what I said and that I could easily be lying. Yes, I suppose I could be lying. But if I was lying, right now instead of taking a lot of my time to write this review, I would be smirking at my failed attempt to pull a fast one on someone. All I want is to be treated fairly and with respect. If someone pays you to fix their phone, you shouldn't make them pay you again for a second chance to fix your phone after you failed the first time. Unfortunately, I will be looking elsewhere for all of my future electronics...

Last week I cracked my phone screen and called the number listed for this location. They had to order me a new screen because they didn't have one in stock. The following week I showed up at this location for my appointment. The employee at the counter informed me that my appointment was made for the North KC location (30 minutes away) and that they had my screen replacement. I told him that I was sure I set my appointment for here and not the North KC location. He told me I could either go there or schedule another appointment and possibly wait another week to have the screen I needed delivered there. I didn't want to wait so I decided to make the drive. When I got to the KC location around 3:30, they told me they wouldn't be able to fix it that day but I could leave it there and they would finish it the next day. I couldn't do that since I would need my phone's GPS to find my way back home plus I didn't want to have to make the drive again. I explained to them what had happened and asked if they could simply sell me the screen replacement there so I could bring it to the store close to my house and the manager there told me they could not sell it. I ask if they would at least be willing to send it to the Lenexa location and they said they could not. Annoyed, I called the same number for the Lenexa location posted on google and ask the person on the phone which location I was speaking to and they told me KC. I explained that the number they have google is wrong. I drove all the way back to the Lenexa location (over 30 minutes in rush hour) and asked if I could speak to the manager about the situation. The manager had zero empathy when I explained to him everything that happened to which insincerely said "yeah that does suck". I explained that they had wasted my time and gas and even showed him they had the wrong number on google. I asked if there was anything they could do for me, hoping maybe to get some sort of compensation for all the time and gas money I had wasted due to an error on their part. He just told me no but I can schedule another appointment and they would get to it next week. I told him I was not going to give this place my business if after all this they weren't even going throw me a bone to which he just said "ok, have a nice day." I'm a manager at retail store so seeing how this manager handled this situation was absolutely pathetic in my opinion. I called Device Pros in Olathe and they checked what specific model of phone I had since there are several versions (which uBreakiFix did not do) and also gave me a quote over the phone (which uBreakiFix also did not do). Would not recommend this place at all. Much better device repair places with better customer service and...

Absolute worst customer service! I have visited this location several times and was reasonably satisfied with the service. It wasn't the best but they resolved my issues; until today. I will never be back!

I placed an insurance claim to have a battery replaced on an iPhone. I had everything ready to go (claim approved) and was at the location when they opened this morning to drop off the phone. The gentleman in a wheelchair (who had helped me before) opened the door to let us in. He didn't even say hello or come in; he just started with, "Another employee didn't show up today, so it will be hours before I even look at your phone." I explained that it was not a big deal; I was dropping it off. He seemed upset with me before we even started. He reviewed the claim and said it was for a screen replacement. I explained that was not the correct claim; it was supposed to be a battery replacement, and I spent an hour on the phone with Asurion just before coming in to drop it off. He said no, you filed the wrong claim and need to call Asurion to start a new claim or go to an AT&T store. I tried to explain that it was not the right claim and gave him the new claim number, but he told me he couldn't help me and that I needed to leave.

I contacted Asurion and found out that he (he was the one that personally handled the previous claim) had never closed the old claim before for the screen, which was causing the problem in their system. Asurion has been on the phone with him while I'm on hold, and they even commented on how rude he was to them. They tried to get him to close the old claim so they could issue a new one. Asurion said this is the store's fault and they need to close the claim before I can get a new claim issued.

Whoever is in charge at this location needs to take a hard look at their personnel and decide if they are the best fit for uBreakiFix. Based on my experience, this one person, in particular, hates his job and the customers he was hired to service. Maybe he would be better suited for a different role in another organization and needs a little guidance to...