uBreakiFix - Phone and Computer Repair — Local services in Madison

After many visits over the course of multiple months, we just ended up replacing the laptop we had been getting serviced by them, as the issue kept coming back and the customer service only got worse and worse.

Backstory is that I had brought in my mothers laptop due to a known issue with its model, it was a 2in1 having screen flickering issues. I have a history working in tech support myself so I knew about this issue. Unfortunately I no longer have access to the part to fix it myself, and I had heard good things about uBreakiFix so I brought it in to them for service. Massive mistake.

The first couple times was fine, aside from the fact that the issue kept returning despite assurances that it had been fixed and that they had tested it for hours. The screen kept flickering and quite commonly too, just adjusting the screen a little bit would cause it to cut out entirely, or flicker repeatedly. Regardless I brought it back for service due to the 1 year guarantee, assurance that they would test and fix it accordingly with no additional cost, and because I wanted my Mom to have a laptop that WORKED.

Finally on the last drop off the desk guy I worked with (I had not worked with him on previous visits, to be fair to the other techs who were kinder) accused me to my face, in front of other customers, of damaging it myself and BENDING THE PANEL FRAME, the METAL panel frame (which I apparently somehow did WITHOUT shattering the glass, panel, or damaging any other part). Then when I pushed back on this and reaffirmed that I was told over the phone that it qualified under the guarantee (as it had on previous visits because they WERE NOT fixing the flickering), he told me that he would "have to check the cameras to verify the quality of it when I brought it in" and that they were going to charge me. I responded and told him to do just that, because I knew for a fact that it was never damaged (by us), and asked for the corporate number because it was just getting ridiculous, I went further and restated that we just wanted it serviced under the guarantee and would not call the corporate office if they would just DO WHAT THEY SAID THEY WOULD AND FIX THE ISSUE I HAD BROUGHT IT IN FOR IN THE FIRST PLACE.

The desk guy finally took the laptop back after arguing with me about this to "check with his repair tech," and of course because there isn't sound proofing between the front & back, I heard him proceed to immediately start trash talking me to the tech about the repair. This included him saying "he already said he's going to call the corporate office regardless of what we do" which is of course not what I had said. Finally after this I spoke up and said "hey man, that's NOT what I said. I said that I would call them if you wouldn't service it under the guarantee like you all promised me you would, and like you have previously." He went silent after this, then a few moments later brought the laptop back out and told me he would check it in under the guarantee. Great, finally.

Customers shouldn't have to fight tooth and nail just to get them to honor their guarantee but whatever, at least we were FINALLY going to get it fixed like it should have been in the first place.

Well if you read the start of the review then the ending shouldn't come as any surprise. They held it for a week (again), and of course the issue wasn't fixed. At this point I was sick and tired of their poor customer service and seeming lack of care to actually repair and test the device so I got my Mom set up with a new different laptop instead and vowed to absolutely never go back to this location.

This last service was back in January, I've been quite busy these past couple months so I haven't had the chance to write this review until now, but seriously avoid this place at all costs. If you do have tech that needs to be fixed then do yourself a favor and just take it to the Geek Squad at the nearby Best Buy (about a mile or two away). Their customer service is infinitely better, and they'll actually fix your stuff...

I wish I had something better to say about this place because the people who work there are very nice and very accommodating. However, I cannot give this place more than a 1 star review.

I brought my laptop in back in early March bc the screen shattered and the hinge broke (still functioning 100% just with shattered glass & inability to open all the way).

I was quoted about $370 bucks to get the parts & repair it. I was told 5-14 days bc of the part ordering & labor. Took about 3-4 weeks then I went and got it. I tested it and the touchscreen wasn't working (but damage was repaired). They took it back and said they updated a driver and it should work. It worked the one time I tested it before leaving. Then went home. Unfortunately the touchscreen wasn't working. I was frustrated and waited about 2-3 weeks and took it back (they have a warranty for work they do if it is faulty for up to 12 months. Yay). Explained the problem, took my laptop and said I would have it in 4-7 days because they were backed up.

This is when the super frustration began. After a month or so with my laptop, I came and got it. Which was super annoying bc they lost my charging cable as well and it was just disorganized . I was relieved and took my laptop home(and my cable bc they found it) stupidly not checking if it worked. Someone had installed my screen with bubbles underneath it AND it wouldn't work at all. Couldn't even get past log in bc the curser was going everywhere. Had a series of phone calls again and had to take it back. Now bc of these delays I also missed out on returning a laptop pen that only works with this laptop.

I took it back again. They had my laptop for 1 month with the second repair. They told me to call in 7 days to check on the progress. I kept calling and each time someone would pick up it would be a variation of the same story : we think it's a faulty screen we gotta order another. Another week would go by and it was the exact same update. Numerous times I was told to call and the line would be held up infinitely with no chance of someone picking up. Or them saying they were unsure of the status bc someone was out of office. Or saying they would call me and never did. Eventually ending in them saying the computer cannot be repaired and doing a last ditch effort to wipe the laptop & reinstall windows to hope that makes the touch screen function. Long story short, they bricked my laptop and wasted a lot of my time

Luckily, they were kind the entire time and offered a $100 refund plus $70 for the laptop pen. But it still sucks bc they wasted SO much of my time and gas going back and forth physically or on the phone from early march-to late july. Luckily they offered in the end to literally buy me the identical laptop which I took and said thanks. But it was a very disorganized, disfunctional, under staffed, and ultimately bad tech repair shop. I wouldn't recommend going...

I struggle to write a negative review, because if you follow any of my business reviews, I don't write negativity about any business that is working hard to build clientele and survive.

So, in order to justify a negative review, you know this business was working HARD to get one.

Let's start with the fact that most people visiting a phone repair facility are not doing so proactively. There is a broken or damaged phone, and being without a phone in today's environment could be worse than losing your wallet or keys. In fact, it is probably worse than losing both at the same time. Terrible situation to ever be in, and being met with anything less than kindness, understanding and accommodating customer service would be viewed as a negative experience.

Before leaving to visit this business, I booked one of the available appointments directly from the search return on Google.

After driving 40 minutes to arrive for my 2pm appointment, I was met with an empty storefront.

I stood in the business for a few minutes before a voice from the back commented that "everyone is on an extended lunch break", and I could "come back at 3:20pm".

I informed the person, who still remained out of view in the back room, that I was there for a 2pm appointment. This person could not have cared less and told me, "we don't take appointments" and that "everything is walk-up only".

I was astounded with the lack of consideration from this employee, their incredibly poor communication skills and the overall terrible business operation practices here.

I asked the employee, who still remained behind the wall and out of sight, what my options were. The response was a cold "come back at 3:20".

Well I voted with my feet and am leaving a very, very rare negative review. I ended up visiting another business on University Ave., and they were incredibly helpful - exactly what I was expecting from a service business.

I have been to this location previously, having a phone repaired 6-7 months ago. I would have been a repeat customer. Now, I will NEVER return to this location and question the entire business, Asurion and Google's decision to partner with such a poorly managed facility for repair of their phones.

Just highly...