uBreakiFix - Phone and Computer Repair — Local services in Lexington

Unprofessional and Disrespectful of Customer Privacy

I had a terrible experience at uBreakiFix - Phone and Computer Repair located at 5594 Sunset Blvd, Lexington, SC.

I called this location first thing in the morning when they opened to ask if they had a replacement USB port for a Samsung S25 Ultra. The person I spoke to confirmed they had the part in stock and assured me the repair could be completed within about 2 hours. I clearly stated I would be paying out of pocket, not using insurance and was quoted $140 which wasn't a problem.

I value my privacy, so I put my phone in Samsung’s Maintenance Mode before handing it over. This feature is specifically designed to protect personal data (like banking apps, photos, and documents) while allowing technicians to complete repairs.

When I arrived, I had to wait over 20 minutes just to be seen, even though there were three employees in the back doing absolutely nothing. Only one tech was up front. (A heavyset individual with glasses and a disheveled hairdo) He made no effort to call for help, despite a line forming.

Once I was finally helped, I handed over my phone and explained in detail the exact issue and what I needed done. The technician then told me that in order to proceed, I’d need to disable Maintenance Mode and provide my phone password. I informed him that I wasn’t comfortable doing that and explained why: Maintenance Mode exists specifically to allow technicians to work on a phone without exposing personal data.

He dismissed my concerns and told me they would not perform the repair unless I gave up my passcode. When I asked to speak to a manager, he claimed he was the manager, and again refused to help unless I unlocked the phone completely.

What made this even worse? I drove an hour and a half just to get to this location, a complete waste of time. Had they told me over the phone that they wouldn’t service a phone in Maintenance Mode, I would have gone elsewhere and avoided the inconvenience entirely.

This experience was unprofessional, disrespectful of my privacy, and handled with zero accountability. They provided false information over the phone, wasted my time, and showed a clear lack of understanding of the tools Samsung provides for exactly this kind of situation.

I do not recommend this location to anyone—especially if you value your time, your privacy, and your...

Customer service will make or break a business. I took a Pixel 8 with the green vertical line on the screen. Found on the internet that my phone was still under warranty. They confirmed it as well at the store. I received a text confirmation after giving them my phone and received a text confirmation when the phone was repaired. Now, here's where the trouble arises. When I arrived to pick up the phone they claimed there was a communication issue with their store and the manufacturer. Which they also agreed its no fault of mine.... But they could not give me my phone until they created a close ticket (paperwork). I asked what's the problem, my phone is ready and showed them their text notification. They said until the technical/communication issue was resolved they could not give me the phone. BUT if I paid $260.00 then I could have it. So, they kept my phone hostage.

Imagine, taking your car to a dealer for a warranty claim they verified, received notice your car is ready but when you arrive they can't return your car unless you pay them $$$. Gladly, I left the phone, not about to get con out of $260.00 for a warranty they agreed covers the repair. Later at 5:30pm they called stating again the technical/communication issue was resolved. I live 1.5hrs away, no way I could make it to their store before it closes. The next day I called and they said OK it's ready for pickup. When I arrive, they finally gave me the phone at no charge (cover under warranty). When I got to my car, turn the phone on a lock code pops up on the phone. I return to the store again and they forgot to take it out of repair mode. Be warned!!!!! If there was a negative (-) rating I would have given it. My 1st and LAST time at this store or any of their stores. BE WARNED!!!! Typical reply for most industry that miss the point........blame the other vendor. Solution would be to make sure your generated text is correct. "YOUR PHONE/PRODUCT" is ready for pickup. When in reality it's NOT. No mention of why the repaired phone was still in repair mode. Think about if a customer returned home from 60+ miles away to find their phone require a lock code. Luckily, I turned the phone on prior to departing. Cell phone vendors need to monitor authorized repair center reviews. It will surely drive customers away for poor quality...

Went in with a phone that was dropped in the lake.. I immediately cut it off and drove 30 minutes to this store and asked for it to be put in the dehydrator. A service I’ve had done many times over the years. This Is where the phone is put into a machine that dries out all of the water. Usually takes a few hours. You drop the phone off and come back at a scheduled time. Store manager had no idea what that was and said he couldn’t help me. I again let him know the situation and how important it was to try and get the phone dried out as quickly as possible. He went to the back of the store and came back out and said “ oh another employee said we no longer have that machine here.” At that point I asked for a manager and he said I am. He let me know all he could do is run a diagnostic and then wanted me to approve them replacing anything they saw wrong when they opened it up without calling for approval first. He did not like when I said no and when I questioned why they couldn’t call first. It seemed very strange to ask a customer to approve parts they do not know the cost of before hand. The store manager ( who also said he owned the store) told me he didn’t like being questioned and that he wasn’t going to help me. Once I reached out to Asurion customer support directly they apologized and said they would let the owner know. A few days later customer support said that the owner is sticking to what his employee said in the fact they couldn’t help us. As a business owner myself I would be extremely upset if one of my employees was portraying themselves as the owner of my business. As a business owner I try to help people in need. I think this managers feelings were hurt when I questioned him and asked why I couldn’t get a quote before they replaced any parts on my phone. Shouldn’t customers get the right to decide on if they want the part before it is put on with an estimate ? Why can’t customers ask for an estimate first ? He was extremely unhelpful and not someone I would want to represent my business. Very disappointed because I recommended this...