Fix My Gadget, iPhone, Computer & iPad Repair Peoria — Local services in Peoria

I don't know that one star is even applicable. A few months back, I cracked my phone screen, and of course the LCD screen along with it. I had heard from a few people that "Fix My Gadget" was a decent place to go, and 105.7 promotes it so often, I decided to try it out. To start, when I entered the store there was one employee on a Sunday and two people in the waiting area. This completely blew my mind because of the high volume of impaired people on weekends + electronics = damage. I waited for about 15 minutes to be helped, and when I was, the man told me he could get it done that day. Then when I was about to give him my information, he told me he probably won't be able to because he had 4 other phones ahead of me. I informed him that I really needed my phone, and if I dropped it off I would need to have it back at close of business. He told me that he would work it out and get it done. I was very happy. I told him if anything changes, to call my boyfriend's phone before close so that I wouldn't waste money driving all the way from North Pekin (this was prior to the store opening in Pekin.) I provided him my boyfriend's phone number and made sure he wrote it down. So I paid the $180 that left me completely broke, and I left the store. I was very happy that he didn't call my boyfriend and I left to drive to Peoria to the University store to pick it up. There were three people in the waiting area and he was the only employee, which is not his fault, that is a VERY POOR management call, and I think, the entire problem with my visit. When I went up to the counter he said, "Hello, may I help you?" (This was 3 hours after we last spoke, and he did not remember me at all.) I reminded him of my phone and the scenerio, and he told me, "Oh I can't get to it today, sorry." My work hours are 8 AM - 5 PM Monday through Friday and to say the least, I was outraged. If you are going to promote quick turn around time and fast-paced service, ACCOMMODATE and HOLD UP TO your word. I did not have a phone for almost 3 days, because it broke Saturday. And when I asked for a refund so that I could take my phone to the store in the mall, the man denied me the refund and he told me they were closed. I didn't have a device to fact check him, so I drove all the way home to check on the internet, where I confirmed they had been open that day and would have been able to assist me. When I went to pick up my phone Monday [On my 15 minute break], I waited 30 mins for someone to assist me. [The man who I spoke to on Sunday was there and he still forgot who I was. He looked startled, and informed me he would go take care of it "real quick". HE STILL HAD NOT REPLACED THE LCD & GLASS.] This place is a hot mess, and promotes false advertising. I am not impressed whatsoever, and would have rather paid the extra HUNDREDS of dollars for a new phone rather than going through that TERRIBLE process again....

I tried to get my phone repaired here as the glass on my back camera was cracked -- pretty simple and easy repair. I paid to have the correct part shipped to the store and was told to bring in the phone the next day and they would fix it on the spot. I get there and they tell me that their mobile technician for the day was out and I'd have to bring it at the same time tomorrow -- assuring me that they could get it done. I came the next day and AGAIN they told me their mobile tech left for the day even though we just held the same conversation the day before and completely assured me it would be taken care of. Guess what I was told again? To come back the next day at the same time and someone would be there. What an unprofessional store that did nothing but waste my time for such a simple repair. If you value your time go literally anywhere else.

UPDATE: Shortly after posting the above review, I was contacted by the owner of the store who was very polite and wanted to make things right by fixing the phone free of charge, which was the right thing to do. I agreed to come in the next day to finally have the repair completed.

The technician repairing my camera glass scratched the edges of the camera module and left dust underneath the glass directly in line with the ultra-wide camera, messing up the camera's focus in the process. What was the solution offered? To come into the store a 4th time to see if they can fix it again -- why on God's green earth would anyone trust that after this? I can safely say that this is by far the worst customer experience I have ever had, anywhere. And I'm not exaggerating.

UPDATE 2:

The owner contacted me again, offering to take another look at the camera and get the dust out. I dropped it off and the technician was able to clean some of the dust out, to the point that the focus began working properly again, though there was still some underneath -- hoping it doesn't shift around and do the same thing.

Overall, while my experience with the store itself was not good, the owner was very polite and did everything he could to make it right, even did the repair free of charge. However, the overall experience was just too poor for me to recommend. The customer service outside of the owner was poor and the quality of the repair was...

UPDATE After a bumpy repair experience, Fix My Gadget impressed me. I got a personal phone call from one of the owners who, upon hearing about my not-so-great experience, made it right. He was humble, apologetic, and assured me that he was dedicated to improving things. That's the kind of customer response that makes all the difference!

Thank you for making it right, and for being dedicated to improving the customer experience.

5 stars for the customer service response, with a star knocked off due to the original incident in the review below. Original Review Below: I had a mixed experience with FMG. I gave them my Xbox One X because I suspected the PSU was bad.

The staff are friendly and I had high hopes. Unfortunately their communication is TERRIBLE.

After a week of no communication I called them and got the run around several times from Jessica. I get that things happen but it gave the impression the organization is slipshod. First their repair tech was sick. Then they were gone on vacation. Okay, fair enough, but then after 3 weeks still no contact, or even a phone call or email just to let me know what’s going on.

Bear in mind I already 90% diagnosed the issue as a bad Power Supply Unit. These are internal to Xbox One X. When I called AGAIN I was told the tech was once again away and that they’d done some testing but wanted to do more. Okay, but at this point I’m feeling they haven’t even looked at the console and I'm growing frustrated, as their website promises a speedy service.

Then I finally get a call back after nearly a month. It’s the PSU and they replaced it. Okay, great I already told them it was the PSU. Why did that take almost a month to do such a simple repair? Worst is to come. After paying $150 for this repair, I turn the console on and it warns me that the console is overheating. This happens repeatedly.

I disassemble the Xbox and lo and behold the fan assembly is unplugged! (Picture included). The Xbox was overheating and would have burned up if not for the thermal safety switch! We all make mistakes, but if I’m paying $150 for a repair it ought to be...