uBreakiFix - Phone and Computer Repair — Local services in Newington

I received a call from the store because I wanted a quote and had an appointment set up. I have a Samsung Galaxy S20+. The glass camera cover on the back is cracked. Not the glass back but the external camera glass cover. The part is sold by them on amazon for 10.00 online. The woman I spoke with confirmed with me the part was 10.00 from them also after consulting with someone else in the background. The lady quoted me a price to repair of 100.00. Yes, I said 100.00. When I asked her why it was 100.00 when they charge only 79.00 for a complete glass back replacement. First she said they had to order the part then she said the part was 10.00 but the reason it cost 100.00 for the repair was because it is a Samsung phone and they have to do a diagnostic on the phone and make sure it is working before and after they put on the external piece of glass. So to re-iterate the woman on the phone stated to me that I had to pay 100.00 for an external piece of glass that is about 1.25 x.66 inches and that they have to do a diagnostic on the phone to make sure the phone works. I saw a review where the customer stated he received a free diagnostic from the store so she is lying. Either they did not want to do the job or the lady is a liar. You do not have to diagnose a phone to replace an external piece of glass. I told her point blank I was born during the day but not yesterday. I do not recommend these people or this company to anyone for any work on their Samsung phones or any phones or devices because they are ripping off people out of money for diagnostics that do not have to be done in certain situations and their reviews verify this. I have already talked to my legal counsel and he stated I was in my full rights to post this review because I did have an appointment so technically I was a customer. I chose not to let them do the work because they were trying to charge me for un-needed work. To anyone reading this. Stay away from this company. Either go through your cellular company or a mall kiosk. These people are predators and crooks. Do not let the name on the window fool you. They are not the insurance company that is associated with your cellular carrier. They only bill them for warrantee work.

UPDATE: 8/19/22: I Received a call from a man claiming to be from this company today. Long story short he had no interest in the issue or me. He wanted to hear what I had to say about my experience. I told him what was said then I told him about my experience when I went to the Newbritain/Westfarms store today. The gentleman on the phone stuck up for both of the store reps even though they gave bogus reasons for the rate they were charging, Then this guy on the phone stated that they had to charge me and do diagnostics or the company would lose their license. (That is a new one.) I have been an IT and tech support employee for 39 years and never heard of a company losing their LICENSE if they fixed a cracked lens cover on a cell phone and and did not diagnose the phone. When I asked him his name so I know who I am talking to he said just call him Mark which is my name. When I asked him what his real name was he said and I quote. " What, I cant be a mark" When asked again he refused to give his real name. I am guessing because he does not want to be identified as the company person giving me more BS. I did not ask for or need his last name only his first name. He stated without flinching I can take my business somewhere else and had no interest in the way I was treated or talked to, His only interest was on the price. Hey buddy if you are reading this. It was not about price. It was about your blatant disregard for me as a customer and your blatant flipping me off because you did not care about me as a customer or how your reps treat people. you are actually worse than them. Its a good thing I did not let them fix it. The gentleman that called me called from a NJ number which was 201-895-8900 so I am guessing that is the...

Absolutely terrible service and communication at this Newington location. I was sent in for a warranty repair from my cell phones manufacturer. I live and die by my phone for work purposes and was unable to work for 3 days due to the lack of communication by this location.

Upon my first visit the customer service rep took all my information and provided me with a receipt. My phone’s pin number was apparently needed and was not added to my customer file by the CSR after I gave it to her. Upon returning to pick up my phone after being told it would be ready, I was informed they needed to keep my phone another 1.5 hours to complete the repair. I asked why I was never contacted after I gave them 3 different ways to reach me. I was told “I’m Sorry” that they had made a mistake and was left no choice (due to time constraints) and had to leave and return later. After expressing my displeasure with the situation, I was told she was “sorry” once again and the situation was out of their control.

After a 58-mile round trip, I returned to retrieve my phone. When I got home, I noticed another issue with the phone and brought no choice but to bring it back the next day. After arriving home from yet another 58-mile round trip commute. I received a call from the technician stating they needed the phone overnight.

On Day 3 (after receiving no call or email from this location) I decided to call and spoke with a woman who seems a bit annoyed to have to deal with customers on the phone. I spoke with a “Keisha Lee”, She stated my phone was ready the previous day after I was told to leave the phone overnight. I asked her why I never received a call or email from them she stated “we texted you” ….So, I asked her…How am I supposed to receive a text message when they have my phone? She gave me an explanation that really was just some regurgitated nonsense with another non heartfelt “I’m Sorry: She really made me feel as if she could really care less about the deficiencies in communication or the nonexistent process that is in place to communicate with customers. She also stated she knew this was a known issue but basically stated that’s just the way it is, and again she was “sorry” When I asked her to elaborate a bit more, she went completely silent for about 30 seconds. I then asked her if I could speak to a manager when she basically cut me off and she loudly proclaimed, “I am the manager”. That’s when I told I would head right over. She then stated “I will see you when you get here” So, off I went.

After another 29-mile drive, I arrived at the store. Keisha however was nowhere to be found. (But she would see me when I got there, I thought?) ….I never did see Keisha, but I could clearly hear her in the back talking loudly in her managerial voice, but yet she would not come out front to speak with me. You would think she would want to make this right and have an actual conversation with me, but instead she rather hide in the back and have a service tech speak with me…..(How managerial of her!) Keisha at this location could care less if you’re happy or not. You’re just another number.

The tech I spoke to could not have been nicer. He made sure my phone was working to my liking and got me on my way. My phone is now fixed after a quite a bit of runaround. Over 200 miles of driving and 3 days of lost work

In Closing, Its now it’s my turn to return the favor and say “I’m Sorry” to this uBreakiFix location by saying “I’m sorry” I ever gave you the chance to ever gain my trust or...

I made an appintment at this location to have my phone screen fixed. When making the appointment I put in the type of phone as well as the color since that is what is asked when making the appointment. The morning of my appointment I called to see if they could fit me in earlier in the day. The man that answered the phone said they didnt even have the part in stock which was kind of frustrating since I made the appintment almost a week prior to the date so I would think they would have the part considering the type of phone as well as what needed to be replaced was entered in for my appointment (not why im writing this review i total understand that there can be issues gettint parts lately). I asked if the part was going to be delivered and if it would be there for my appointment at 3pm or if there was even more of a delay. The man on the phone said they get delivery trucks every Thursday (my appintment was made prior to last thursday). I was just glad I called instead of driving 25min to findout there was no part available. I then asked if the part would be on the Thursday truck and the man said he didn't know, I then asked if he could look it up or order the part and how long it would take he said no they just get whatever is on the truck. He was very abrasive on the phone and offered zero help and had terrible customer service skills. I then called the next closest location (same company ubreakifix) which is about 45 min away from where I live. They immediately were able to look up the part and had it in stock. They Also informed me that they can easily look up what's in route coming in via delivery trucks and if the part I needed isn't being delivered they are easily able to order it (so basially the guy on the phone at the Newington location just didnt feel like looking it up). The Newington location clearly didn't care to have my buisness or to help me at all. I cancelled my appointment and drove 45 and now my phone is fixed thanks to the wonderful team at the Hamden location who were very professional and had great costumer service. So heads up even if you have an appintment they don't communicate at all whether they can even fix your phone at the appointment and would just let you show up and turn you away wasting your time. Wish I would have actually read reviews prior because clearly in the last few months there are multiple reviews of this locations lack of...