uBreakiFix - Phone and Computer Repair — Local services in Memphis

TL;DR -- Cost me more than the original 3ds price, damaged it worse than it was, did not take responsibility. I would not recommend them to anyone.

This is a brief account of a very long and unpleasant experience. I left 2 Nintendo 3DS with UBreakiFix Winchester rd. in January of 2023. I asked them to be extra careful since the handhelds were collectors editions. I was not in a hurry, and I was willing to wait, as long as they could fix them, properly, with original parts. I paid the assessment fee, and was told that they'd contact me when the repair had updates. They never called.

I called a few times, and then they said the handhelds had to be sent to another location (From Winchester road to Wolfchase), since the technician was not able to fix it. I waited and continued to call every 2-3 weeks to get updates, which never came. At around August, they told me that parts were arriving. The parts did not arrive.

In early November, I called again and the manager of Wolfchase, Zack, told me that they had fixed one of the handhelds, and I could pick it up. I went there, and realized that the cover had been scratched very visibly. I reminded the manager of my earliest request -- which I emphasized in every call for 10 months -- to be extra careful, since the consoles were both collectors editions, and very dear to me. He said it wasn't his fault, and that he was sorry "someone" had not been careful enough. I asked about an estimate for repairs on the second unit. They had none. "Parts are still being delivered". I said that I wasn't going to make a big deal of the scratched cover, if (an ENORMOUS "if") they fixed the other 3ds properly. I even said I could bring the replacement cover for the one they had scratched. He said he would look into the possibility of installing the extra cover -- almost as if it had been my fault they scratched it.

I went home to test the unit thoroughly, and found out that the 3D function was not working. It was not damaged before (it was the motherboard). I called them and decided to ask for a replacement of my cover, which they damaged, since they had to fix the 3D anyway. Zack once again was deflective, and said that he "would see" what could be done, instead of taking full responsibility for the absolute horror of service they had provided so far.

I went back to the store, and thought it would be better to get my handhelds back, since almost 11 months had passed, they damaged one and not repaired the other. I asked for a refund on the damaged 3DS (almost $150), he said he would have to remove the motherboard they installed (after 10 months). At that point, I had very little confidence that he would repair the 3D, or replace the motherboard in a reliable way. I was very upset, but politely declined. He said it would take some time to put the other 3DS back together. At that point, I had zero trust in the store, their technicians, their service and their word. I asked Zack to just bring me the 3DS and I would take it elsewhere. I took the loss, and went home.

So, after 11 months, over $200 spent, I got one 3DS in pieces, the other one more damaged than it was when I left it there, and the worst customer service experience I had in my life. I won't trust them to change batteries...

I entered this location at 11:00 AM on September 14, 2020. I was informed it was a 3-4 hour wait. I waited in the car in front of this place. I entered the location 3 times between these hours to came into this location to use the phone, confirmed my email and I left to sit in my car to wait. After 4 hours, I entered to pick up my phone. The white Customer Service Representative, (white guy, 6-1 working the front desk at the time stated above) informed me, The company was not able to fix my phone because they only had one piece to fix my phone and it was defective. White guys says, they were not able to email me because my email was wrong. I stated ok I said to the CSR Ausrion told me you guys are to keep the phone if you dont fix it. He responds, Oh no call them and they will tell you the next steps. I asked, Are you sure because they have been clear about yall keeping the phone if it is not fixed. He confirms no call ausrion. I say ok leaves drive downtown where i live. I called ASURION FOR THEM TO TELL ME UBREAKIFIX SHOULD HAVE KEPT THE PHONE. At this point, I am frustated because i have waited 4 hours for a phone that did not get fix. Honestly, I should be aware UBREAKFIX did not have the part before i was sent to this location or because they accepted by phone. Simple, Hey let me check to see if we have those parts. NO.

I return to this location and of course, CSR is here. I asked them, do you remember our conversation about the Iphone. I asked, you remember i told you yall had to keep the phone. He look at me so confused. Then he was reminded.....he did not respond. I said you sent me to call ASURION when i told you yall were to keep the phone. He looked out of space. Then hands me a receipt to sign. I asked what is this....He and Lead Mike states that is the receipt saying we gave you your phone back. I asked so why was this not signed when i came in here to pick the phone up. CSR looked so confused not responding. I asked, would that have made more sense? he continued to look into space without responding. Lead Mike (black guy, full lips and grills) jumped in stated while we did not close your claim and the system was not updated? I looked at white boy, Why was this not done? no response and out of space.

I left this place. I dont believe in the mission, I dont believe the owners goals or values in this store. and believe the white guy was not a smart person. He not only was not knowledgeable about the services, he left Lead Mike to deal with the mess he created. No Customer Skills at all. He did not help get asurion on the phone, help the other customers, or anything. He left Lead Mike in the front while he is in the back. I left this store believing he was not a smart person.

To the owner: Customer Service Training Required your employees to become knowledgeable of all of the different service provider process for insurance, so we a person comes in....the complete process may be explained to the customer.

Also, encourage performance and results.

It really was more....but yall have wasted my time enough...

I dropped my iPhone screen and it cracked. I called this store and Ferge, an associate, answered the phone. I have never come into the store or used their services. I asked a few questions; however, my main concern was if I brought the phone screen to be repaired would they be able to repair it right away. Ferge told me if I got there in the next few minutes they would be. GPS said I was about 6 minutes away. I told her I was on the way. 6 minutes later, I am in the store and am told by another associate that there was no way I could have been told that they could repair the phone right away. He even went to the back and asked Ferge. Of course she stated she did not tell me that. Even though the other person in my car heard her say the same statement. The associate was so bent on telling me what Ferge said even though he was not privy to the conversation he did not think. I had no reason to lie. I explained to him that I had another engagement today and that getting the phone repaired quickly was a priority. If Ferge would have told me that they would get to it today, instead of repairing it right away, I would have gone to another cell phone repair store. I left the store I went to IFix-Memphis on Poplar Avenue. My screen was repaired in less than 45 minutes and the price was $69 cheaper than what UBreakiFix was going to charge me ($134 +Tax) I just needed my iPhone 7sPlus screen repaired. This store really needs to train employees on the understanding and comprehension of policy. If you ever get Ferge on the phone or talk to her in the store, PLEASE talk with another associate, she is not fully aware of the...