uBreakiFix - Phone and Computer Repair — Local services in Mount Pleasant

Worst customer service I've experienced in a very long time. Let me explain.

Brought my phone in with a cracked screen after filing a claim through AT&T via Asurion. Zero deductible, website says I'm good to go. So I drop the phone off and they tell me it will be ready in two hours. I tell them if there are any issues please email me. Come back two hours later. "Sorry sir, it seems you have two separate insurance policies on this device, so we're having issues closing the ticket." Turns out I had Samsung Care+ with Verizon, and when I swapped to AT&T last year they put me on with Asurion for insurance. Okay, so I have double coverage on my phone ... So they tell me I have to cancel my Samsung insurance in order to close the ticket with Asurion. After 20 minutes on the phone dealing with this and getting the Samsung coverage closed, I say, "Okay great, can I have my phone and get out of here now?"

"Sorry, sir, but it can take up to 72 hours for the cancelation to take effect."

Okay, so what does that mean? I need my phone. And then this dude, I'm not making this up, tells me I can pay them the $360 out of my own pocket, "Or we can take your phone in the back and re-crack the screen." This is actually what the owner of the store told me. I thought that was honestly kind of funny at the time, but looking back, just evidence of the contempt in which they hold their customers.

So I pay them the $360, and they tell me to come back in 72 hours to get my refund after they process the Asurion claim. I ask them to please contact me if there are any issues in the interim. I give them FIVE DAYS before returning to the store, and never heard anything from anyone. I get back and hear the two guys in the back and instantly recognize there are more problems. "I'm sorry sir, the Samsung Care+ still hasn't been closed. We can't refund your money at this time." Okay now I'm getting pissed. I'm a 20 minute drive from this place, and already thought it was ridiculous to have to return to the store in person to have my money refunded. So I have to file a THIRD claim now with Asurion. The owner of the store says under his breath, "If you'd just paid the $30 deductible with Samsung Care+ none of this would be happening right now." Yeah but buddy, my deductible with Asurion was ZERO DOLLARS, and they approved my claim over a week ago. I don't care about $30, I care about the principle of it -- and furthermore, if it was such an insignificant sum, why didn't you offer to cover it?

Fast forward a couple more days. I call because I haven't received a refund. "Oh I'm sorry sir, you're going to have to file another claim with Asurion." I swear to god, now this is the fourth claim I've filed. And not ONCE in this entire process has someone from the store reached out to me.

At this point, they stopped answering my phone calls. I called for two more days and they would not answer my calls, so I called Asurion and finally got a hold of a person who cared. They ended up listening to me and putting me through to the OFFICE OF THE CEO. Do you know how badly you have to mess up for your customer to be routed to the Office of the CEO??

Asurion ended up sending my funds back electronically while they worked to recover my funds from the store directly.

TL;DR -- Absolute terrible customer service. 0/10 will not be back. Hope you two brain wizards are enjoying the repercussions from your actions. Have you considered maybe moving back up north if you are going to treat people this way? Thanks for nothing.

Edit: In response to the reply. Sure, you offered to replace the cracked screen, not "recrack" it. Okay.

I did not "insist" on anything. The initial claim said zero deductible. It said I was approved and I went to your store, and from there it was a series of ridiculous hoops to jump through. I appreciate you did not cause the issues, but you sure as hell did not go out of your way to provide clarity on anything, nor assist in any way whatsoever. And this all happened well before any snowfall. No...

I warn anyone who is considering going to this establishment to do so with caution. My experience may not be common but it was extremely poor nevertheless.

Three days prior to a work trip I broke the screen on my Google Pixel 2 XL. I called this location and asked if they were able to replace the screens on this model/device and the tech assured me it was possible. That being said, I went to store, paid $200+ replace the screen and went home. Later that night, I noticed that the screen was popping out of its placements on two edges.

The following day I return to the store, show the technician the issue, and he takes it into the back. Five to ten minutes later he returns with my phone and says he added extra glue this time so the screen popping out shouldn't be an issue anymore. Concerned about the quality of the installation, I ask if the phone's waterproofing was still intact. The tech informs me that I shouldn't trust the waterproofing but he reinstalled the gaskets so it "should be okay". Not what I wanted to hear but I had to go so didn't stress it. Later that evening the same exact issue reoccurred. At this point the store was closed so I needed to go the following day before my flight.

First thing in the morning I return to the store, show the same technician the issue has happened again. He explains to me that he no longer has the OEM glue kits for my phone so I would have to wait 3 days until the next shipment arrives. I explain to him that I'm leaving later that afternoon so I need it fixed today, and appropriately. He takes my phone in the back and uses some other type of glue as a temporary fix, also cautioning me to not get it wet because it is definitely not waterproof at the moment. Irritated, I take my phone and decide to not even turn it on until I get home just in case the glue needs extra time to cure before I use it. I arrive home (I live ~30 minutes away), attempt to power on my device, only to discover it won't turn on. Considering my flight time is fast approaching I am livid. I have to drive back to store for a FOURTH time, give the tech my phone, he comes back out and tells me he didn't connect the screen properly.

At this point, I want a refund because the experience and workmanship has been exceedingly poor. They allowed for a 50% refund, which I found unacceptable, but I was grateful I got something back. I return home, fly out, land at my destination, and before I make it to the hotel the SAME ISSUE HAPPENS AGAIN! Only this time it's two different corners. So now I feel that I should take my complaints to the corporate customer service department. Customer service tells me they'll do what they can to assuage my disappointment. I make it known that I can't even trust the integrity of my phone so I want a new one. At the least a full refund is owed. They contact the owners of the store (uBreakiFix is franchised) and after 3 days the owners respond that the only thing they'll do is try another attempt to affix the screen again for a FIFTH time.

I refused to waste my time, gas, and money in order for the uBreakiFix team to fail once more. Also, I'm still out of town for work. Needless to say, communication with Customer Service broke down so I now have to endure a broken phone until I can purchase another one.

So, in conclusion, I again warn anyone that dealing with this company may result in having a broken phone that they will not take the responsibility to replace even when they are at fault. I do NOT...

They opened the store 24 minutes late...at 10:24 a.m. Apparently 1 employee called in sick, someone else had to cover. As I had an appointment at 10 a.m., and I was first to arrive, I waited at the door, because other customers with appointments and walk-ins were lining up. After 15 minutes, I tried calling the store, no answer. When the sole employee arrived he was not particularly apologetic. I was first, gave my name and stated I had an appointment and the reason for being there. He answered his cell phone, which had an awful, loud, siren sounding ring. Very rude, I was standing there, but motioned it was OK. So I waited. He ended the call, I started explaining the problem again, his phone rang again...he was clearly not paying attention to me. I gave him a look to let him know not OK to ignore me. Once off the call, he said he had no idea why Samsung sent me to his store, said he can't help. As everyone was raptly listening to this, other customers offered solutions. I asked employee how he would let Samsung know he couldn't solve the problem, so I could get this resolved with them. No reply. He spoke to the group of customers, apologizing for making them wait. Apparently I had become invisible! Worst customer service experience, ever! Next day, I got an email from Samsung saying it appeared I MISSED my appointment at UBreakIFixit..I was beyond livid. Are you kidding me? I immediately contacted Samsung and told them everything. I wouldn't go there if only repair store in the southeast. They're awful, rude, zero customer service...