uBreakiFix - Phone and Computer Repair — Local services in Natick

Hello, If zero stars was possible I would put that. I sent a laptop in, needed a screen repaired on Feb 5th, asked to expedite it and pay more hoping it would be fixed before the 10th. Diagnostics were waived in store as I turned the laptop on, showed the rep it worked and ran fine. Invoice #0YFGS5F90EMGA Created February 13, 2025 I called asking why the repair was taking a while, was told originally they received a defective screen. Asked for updates and an ETA. Never received any, the 21st I called asking for an update. I was told the repair was done, but was running slow, and they are using an inadequate charger to test the repair and that the company ordered the correct charger to do final diag and test. Today at 6:50pm 3/25/26 I was told it is damaged beyond repair and will not even turn on, that they had multiple shorts, that they without authorization tried putting new thermal paste on the processor and that did not help. Kindly enough they told me "we already sourced you a refurbished laptop but will be an additional $400" This comes with a 30 day warranty.... You had my $2000 dollar Asus laptop for now 48 days which was functioning fine but with a few lines across the screen, and now this happened? I asked for a timeline of the repair process, which I am waiting for the email. I am unsure if I will even get the old laptop back to see if they damaged it.

This is in escalation. Finally received repair log. States the damage during repair process. Escalation spoke to franchise. As it is a franchise, corporate refers you back to the store. I refused a refund, the manager sent it to me without my consent nor signature. The franchise depot claims past fan repair could of caused the short. Franchise refused to give names or numbers to speak to in company.

Update, spent 1 hour in store, received an email to contact. Oddly enough when I was there another man walked in with a near identical issue with a laptop. I showed up without notice, so seeing this coincidence is very bad that two random people in this store at the same time with similar issues.

Went to follow a BBB complaint. They are not acreditted by the better business bureau. Have no physical office. Will gain more info from the town clerk.

They are currently in possession of my laptop that they broke during repairs.

AVOID...

Alec from this location absolutely saved my phone and went above and beyond for me! So grateful he was working when I came in. I had called Asurion to complete my claim for a glass repair on my iPhone and they told me to drive 40 min to Northborough, which was closed on Tuesdays I found out once I got there, so then I called again and asurion then told me over the phone that this location in Natick was open until 7pm so I had plenty of time to get there, they said, when I called at 4pm. So we made the 50 minute drive to natick and we walked in just as the store was closing. Initially we were told they were so sorry but they closed in 2 minutes, so I could leave my phone there overnight and pick it up at 11am. As with most people I use my phone for everything- navigation, work, communication- and this simply wasn’t a viable option. So we walked out, and conceded that we would need to make another 2 hours round trip in the morning. Alec then came out and told us he would squeeze us in as he was waiting for another customer to pick up a phone and he had to wait for them anyway - so he might as well repair my phone while he was waiting. Not only is my phone like new, but he was super knowledgeable and accommodating and even went out of his way to explain the home protection plan for my other devices, that I had questions about. Couldn’t recommend more! He...

Legitimate 5 star: Alec is an outstanding asset of uBreakiFix Natick. True professional, with intellect, compassion, technical know-how, and a real love of technology. He was working alone, managing all aspects of the store and doing it exceptionally well. Despite almost 3 hours combined on the phone with Asurion the night prior to, and morning of, my walk-in appointment, my claim was not in uBreakiFix's data base. Alec explained that occassionally it happens, that uBreakiFix can't proceed until the claim appears and then offered me the store phone to AGAIN call Asurion. Ultimately, 45 minutes later, that glitch got resolved and the claim appeared at the store. Alec, who had to listen to multiple of my rants and one about the SNAP/HIP vegetable deliveries my farm wouldn't be able to deliver before the end of the month if I couldn't get my phone repaired, made it a point to get my phone squared away and get me on my way. Alec is worth his weight in silicone to be able to manage the numerous business aspects and transactions he sees simultaneously while maintaining an even, pleasant demeanor and, above all of that, truly "giving a damn" about his crazy customers! Not an easy task! Whatever you are paying him, it simply isn't enough. With Sincere...