uBreakiFix - Phone and Computer Repair — Local services in Millburn

I just returned from a very disappointing experience at UbreakIfix. I went in for a simple screen repair. I was directed to the Ubreakifix Millburn store when I put my claim in with my carrier. I dropped my phone off and the tech inspected my phone and confirmed that phone was in good condition and just needed a screen repair. Approximately 30 minutes after leaving I received a phone call from the store informing me that before starting the repair the Technician cracked the back glass and they could not proceed with the repairs. When I returned to the store I was told I would have to go back to the insurance carrier, and Ubreakifix had no liability or accountability for this. I now have to replace my phone and pay the deductible and Ubreakifix is free any clear from any responsibility. It appears the Ubreakifix is associated with Asurion, who is the Insurance Carrier. Seems like a conflict of interest. I would avoid this shop if you can. I’m sure there are plenty of other reputable places around who would take better care of your device.

Adding to the above in response to your reply. The information in your response is untrue. Your Tech never made any mention of the popsocket being an issue. He accepted the phone has it was. Had he mentioned it to me I would have gladly gone through the effort to remove it prior to submitting it for repair, but he didn't say a word. Further, my disappointment doesn't necessarily come from the damage, it's with the way this was handled. I understand people make mistakes and there are accidents, but at no time did ubreakifix take responsibility for their actions. This reply is additional evidence that you are not interested in providing good customer service or taking accountability for your actions. People come in to your establishment with expectations that you will take good care of their property while in your hands. Refusal to take responsibility for the results of your actions is a sign of bad business. I hope this review helps people judge for themselves if this is the kind of place they want to trust to do the right thing with their property.

3rd Response - Once again, this review isn't for you. This is for the people who are considering using your store to fix their device(s). You've once again made a false claim, your technician never made any mention of the pop socket. You can check the account receipt that outlines a detailed condition of the phone when I turned it over. If he was concerned he should have voiced that concern and noted it, he didn't. Had he, I would have offered to take it off as I've done so multiple times. Its not a difficult task. But again he didn't. At this point I don't expect you to do anything. I would have hoped that you would have simply taken responsibility for your actions, apologized, and offered to do something to help the situation. Offered to call and coordinate the return, offered to help with the data transfer, offered to pick up the deductible, Something, Anything would have been appreciated. Instead I received a shoulder shrug, a broken phone back, and a new task to complete to get a replacement device and everything that goes with it. So instead of trying to help your customer deal with a situation you created, you've decided to spend your time deflecting and finding excuses for why its not your fault and stating there's nothing you can do to help. I think that's important information to consider for anyone in need of...

Xbox got stuck in an update loop, the OSU wouldn't take and so I brought it here prior to Halloween. Boy, I should have read the reviews! Took $200 and over a month and it's still not fixed. Not to mention you will have to call repeatedly for updates because they lack basic customer service. "Oh we'll call you in 3 days," but I had to call them after the 1st week went by with no info. And so much for the specialist it spent 2 weeks with in Florida! If you can't fix something, you should say that instead of fabricating an issue and stealing people's hard earned money! There's no way anyone actually tried to fix this, checked their work and saw it was still in the update loop, then decided "yea, it's all fixed!" Straight up thieves! But I fell for it...

Update: Went back in, no one in charge to speak to a customer. Best they could do was offer to send it back to the specialist that didn't do his job in the 1st place which would mean waiting another 3 weeks. Obviously I left with my device because there's no way they can be trusted to actually complete the job this time if they can't speak to a customer and explain where they went wrong.

Update #2: Firstly, I came to the store before I emailed you on Friday. As I explained in said email, I wanted to speak to someone in charge before leaving the device. I'm not sure what you consider about my attitude rude or even remotely nasty. I asked to speak to someone in charge, I was told no one was there. After the passing of messages between your front end person and a tech in the back, I asked if I could speak to the tech and was denied that as well. I asked for a way to contact someone, was given an email. I asked for a supervisors name, I was denied multiple times. So I asked for and received Mike's name, the employee at the front. If you consider a customer venting their frustrations in a respectful manner rude then that's on you guys. Sometimes feedback just isn't positive. I never cursed anyone out, never said anything about your employees, and I didn't raise my voice. The most I said was "you deserve a lawsuit for this" mumbled under my breath as I left the store frustrated that I wasted my time and didn't speak to a manager...but on to the real update... I came in today 12/4 to drop off my device for a "warranty repair" after I had an email exchange with Shawn Friday afternoon. More info was provided about a prioritized repair, etc. I had no issues today, but would like to make note that the condition notes on my receipt say "good. Minor amounts of physical damage visible (cracked glass for instance). Regular use cosmetic wear (minor scratches, scuffs, dents in more than 5 areas)... I asked the front end person about this, because there are no scratches/physical damage on my device. He was nice enough to check with the tech in the back tonight, they've assured me "it populates like that on every receipt." I took pictures of my device before I left to be sure. I also got an estimated pick up date of next week which is a plus....

Worst experience ever. I made appointment and confirmed the issue through phone call before I arrived there. And I purchased the phone 7 months ago. However, I was told my phone was out of warranty immediately when I arrives there, and the reason is that he saw fingerprint on my phone. And he refused to take my phone.

Response to the store's reply: SCAM ALERT The make sure everyone is on the same page before reading a long message below, I want to emphasis the info requested by the employee (after I barginned with him about the definition of the 1 year warranty) was my phone plus my password. By considering what happened in the past 15 minutes, I don't know what could happen (extra charge or even worse?) If I gave him my phone plus password.

Please stop lying. Did you check what your employee said to me before I called Samsung Support? And how many times I explained to him before I left? Your employee told me as long as there was fingerprints on the screen, or the phone had been turned on and used, it is out of warranty. He insisted this definition even after I questioned him what was the meaning of "ONE YEAR" warranty. I know as long as you insisted my phone was out-of-warranty, I had to pay out of pocket. I called Samsung Support, checked the definition of 1-year warranty, and double-confirmed that my phone was in warranty. And I handed over my phone so your employee could talk to the Samsung representative. However, your employee kept saying my phone was out of warranty even when Samsung Representative confirmed he was wrong. Of source, Samsung representative couldn't help much when your employee refused to follow the rules, so the representative suggested we go to a different store. It is not that I left without explaining the issue with your employee. I understood your employed (the only employee) needed to take care of other customers, who came after my arrival. However, I don't have to keep waiting even when that employee was talking to other customers and refused to take my phone. I can just leave after such a bad experience, especially your employee was busy with other customers. That is my freedom. Another important note. Even after your employee made such a big mistake and redefined one-year warranty in a most ridiculously way. Your response is that "you are required to followed the rules" and my request was unreasonable? I know Samsung needs to pay you for a fix of a in-warranty phone. Now you want me to pay on the top of it. Good try but doesn't work on me. For all other customers, just be careful about their SCAM and extra charge. please check other 1-star comments from previous months and the store's responses. Per their responses, the store have "NEVER done ANYTHING WRONG", and of course no needs to correct their wrong...