uBreakiFix - Phone and Computer Repair — Local services in Naples

My advice after wasting 2 hours of my day driving to and from this store: Stay away if you don't want to regret wasting your time! If you were my friend, I'd highly recommend reading this review before deciding to go to this store. I also have a humble advice to management at the end of the review as well. I do not recommend this store with such unprofessional staff that doesn't care earning your and your circle's business. They need to train their staff to learn how to greet customers, how to act (!) like they care and how to pretend (at least) to get your business rather than letting you make your diagnostic services yourself! Here is what happened:

My brand new Google Pixel 4XL was great and in working condition when I went to bed, it was not responsive and in a total state of coma in the morning! I researched warranty options through Google's support site and decided to go to UBreakiFix location at 36 9th Street South Suite 4 Naples, FL 34102 since I found out that Google support recommends them as the local authorized repair partner to get my phone into life again quickly. I made an appointment online and I was there on 5/26/2020 at 2:00 pm as per my appointment. When we walked into the store, there was nobody in line or waiting. After waiting 5-8 minutes a young man (probably in late 20s or earyl 30s) came to the front desk with a "weary" look on his face. I really don't know his name because he wasn't wearing a name tag, nor he greeted us with forming a sentence like "Hi I'm so and so. How can I help you today?" No need to mention how unprofessional that was of course!

So I greeted him (!) saying "Hi, I had an appointment for diagnostic service for my Google Pixel 4XL". I showed my phone to him and explained what I explained above. He didn't even tried to get the phone and look at it. He rather said "The way you tell it sounds like it might have a mother board issue. We don't have the parts. Call us within 4 days and ask if we have it". Of course I was shocked that he didn't even want to check out the phone and maybe do some tests rather than relying on customer's own diagnosis. Also, why Google support tells me that my phone will be repaired real quick if I go to them rather than mailing it in if UBreakiFix is not even willing to earn my business. Howcome an authorized Google repair partner wouldn't have the basic parts for repair? Let's assume they really don't have it (it could happen), how come they tell you to call in 4 days just to see if they -possibly- have the parts then!? Doesn't make any sense, right? The worst part is that the store gives you the impression that they don't even want to make an effort to repair the phone that is clearly under warranty with no damage and faulty hardware probably because they won't be able to charge you astronomical numbers for repair? Who knows!?

I asked him "What happens if you tell me that you still don't have the parts in 4 days?" and he said "I am not even sure we'll have those. You better send it to Google. They might even send you a phone in the meantime though I don't know how their system works!" O-M-G!!!! He thinks Google works like a car insurance and give you a phone when you mail it in and wait for the repair!? I wouldn't even trust this man to touch my phone after this conversation and I thanked him to leave the store. One last work for the management: I have read the other negative reviews of the store and I don't like to be reminded (like the other reviewers) to call a phone number to get better service and express my concerns. If you really want to solve problems of this store, you should call the customers and apologize to them. Why would people waste more time to call the corporate office to provide feedback. They already lost their precious time! My humble advice as a business owner who set up and sold many business over the last 15 years and had done customer service for many years for her businesses when starting them up: Please...

Alright, buckle up! So I show up there on a Monday to get my tablet's screen fixed and see if they could potentially fix my laptop's casing. The guy that helped me the first time (I didn't get his name) was great, super helpful, basically said the tablet repair was going to be a bit pricey and more than the cost of a brand new tablet. In regards to the laptop, he said he could put epoxy on it and it wouldn't be too expensive, but it wouldn't be a permanent fix. I said great, let's do that. They said it would take two days which was perfect because I didn't need the laptop until Thursday. They called me the next day and said that they didn't have the stuff they needed to repair it, but they were ordering it and it would take a couple days to arrive. I said that's alright, I need the laptop for the next few days so I'll pick it up and drop it back off when you guys get the stuff. Got the laptop, weekend passed, went back to drop off the laptop and get it fixed.

Enter Luis. I walked into the store and Luis is standing there cleaning the counter. I told him that I was in last week and they said they'd fix the laptop, didn't have the stuff, yada yada. He goes to the back, comes out, and basically says he can do the epoxy but it's not going to be a permanent fix. I thought that was fine, already been through this, just wanted some thing to keep the casing together. He seems pretty insistent however that the epoxy is not a good idea. I said I didn't need anything forged in stone, just something to fix the laptop. He tells me yet again that epoxy won't fix it. I said what do you mean? He said he can't guarantee it will hold up for a year. I said I don't need it guaranteed, I just want it fixed. This goes on for more time than it should, and admittedly, my patience was being eroded. I said and I quote "Can you fix it or not?" He begins to go on his tangent yet again. I cut him off. "Just tell me yes or no, can you fix this laptop?" He refuses to give me a straight answer, so I left on pilgrimage to find another more competent repair place. One with...

I can count on one hand the number of negative reviews I've ever posted. However, I feel compelled to alert others to my recent experience with this company. We brought an iPad in for a simple screen replacement. When the iPad was returned to us, there was a red plastic tab (of the sort that screen protectors come with to pull off the protective film) still on the iPad ON THE INSIDE SURFACE. Just to be clear, they released a repaired iPad screen with a sizable piece of red plastic on the inside of the new screen! I was flabbergasted. How is it that nobody noticed this? It wasn't subtle. I also noted that I was "timed out" from entering my login code, which I thought curious. We returned the iPad for additional repair. Upon receipt of the re-repaired iPad, the plastic tab was gone, but the screen was inputting data without touching it. When the iPad turned on, you could watch it randomly generate numbers on the login page. This explains why my login code was timed out, i.e., the iPad itself was generating numbers without touching the screen resulting in the wrong code being entered too many times. How is it that products are being released back to the customer without being thoroughly inspected for cosmetics and function? Had they simply turned on the iPad, they would've noticed the problem. I've had prior problems with iPhone screen repairs as well, requiring a second repair before the problem was corrected, but those didn't rise to the level that this iPad repair has. Again, I'm a person that gives everybody the benefit of the doubt, but having had two bites at the apple to make things right is enough. Clearly they are not taking the care necessary to effectively repair...