uBreakiFix - Phone and Computer Repair — Local services in Piscataway Township

I had left an item for consultation and repair a little over two months ago. I had brought in a laptop and charger, as I was informed they didn’t have a formal one to use in-house. Initially, I was understanding of the time to produce a proper diagnostic and allowed the staff to work unhindered. A few weeks had passed and no response, so I had reached out. One associate, Brian, had informed me that there was a battery ordered a week prior and was on its way. I was assured that I’d be notified when it came in and to continue the work.

I then received a call the following week from Sergio, the store lead, providing follow-up correspondence, as there were no notations on the work ticket. I had explained to him I had not received any contact from the store, and that I had to call to get the status from Brian. Not even the tracker on the website had been updated from check-in on Sept 28th. Sergio had informed me there was a priority left on the ticket, due to the time the item had been in their possession.

Another week passes and I check-in on the radio silence. I was directed to another employee, unbeknownst to the interactions inform me the hardware that was sent in was incorrect. I expressed, yet again, I was not informed of the situation and started to question the sense of urgency in the staff. They mentioned the correct part was being shipped from a local warehouse and is expected to be in sooner than the previous. I accepted the response and urged the employee to contact me with any update, as I would like for a timely resolution.

2 weeks later, I called the location… again. Complete silence regarding the repair. I speak with Brian and he assures me the battery is in the process of being installed, and would be ready just before close that evening. Shortly before the end of day, I receive the second call I’ve ever taken from this location, and it’s Brian informing me the device still isn’t working.

Brian goes to explain it could be another component that isn’t working. I wasn’t sure if I wanted to continue the work, but wanted to at least consider the options with a quote and follow up. Brian understood and said that he’d have a specialist review my options no later than late afternoon the following day.

I received no phone call, yet again, in a weeks time.

Frustrated with the lack of professionalism, I went to collect my item, and charger. Neither Brian, nor Sergio, were to be found. An associate had sauntered out and had asked what I wanted. I just requested to cancel my repair order and collect what I brought in. The associate hands me only the laptop. I inquired about the whereabouts of the charger and he looked confused. I explained that I provided a charger with the item and he took the device to compare the service tags. I’m only left to assume the associate thought it belonged to the store.

I found my experience to be below subpar, and am still in shock of how little the staff attempted to make my service feel important. I had wasted 2 months of time, where I could’ve sent the device to the original manufacturer and have it addressed, in a fraction of the time. I will most likely never consider these services in the future, as I’ve been very understanding of the situation, but never got a single phone call, as I was told o would.

Just plain...

On September 9, 2023, I brought my Pixel 2 phone to the uBreakiFix (Store # 280) in Paramus NJ location. This was the closest store to me at the time my phone stopped working. I informed the store associate my phone screen was not working, however, I’m able to hear incoming calls and texts. Also, informed the store associate that my phone screen was replaced in June 2023 at another uBreakiFix (Piscataway NJ) location. He checked my account to confirm and coverage warranty. He informed me the part was not available, but he could order the part and I would need to leave my phone. I told him I would bring my phone to the location where I got my screen replaced since I do not live in the Paramus area.

On September 11, 2023, I brought my phone to the uBreakiFix (Store # 286) in Piscataway NJ location via walk-in. I wanted to leave my phone to start the process. The store associate (Sharmyle) informed me the part was not available. And I should continuously call the store to check if the part is available. I told him to have the store call me when the part becomes available. He replied, “This is a high-volume store, but will call you when the part is available”. I felt the store associate was brushing me off.

On September 18, 2023, I made an appointment for the Piscataway location. I wanted to drop off my phone regardless of whether the part was available at the store. Per their part service policy, there is a coverage on the phone part for one year. The store associate again told me I could not drop off my phone because the part was not available now and something about bogging down their repair queue. I told him please show me the store policy where I cannot drop my phone. After some back and forth, the store associate was not able to provide the store policy. During the back-and-forth session, all I asked for was a store policy stating why I could not drop off my phone. Store associate, Sharmyle, came out the back and was still not able to provide the store policy on why I couldn't drop off my phone. I called the uBreakiFix (Store # 720) in Iselin/Woodbridge NJ location while at the Piscataway store location. I spoke with Ivan, the manager, and explained my phone screen issue while on the speaker phone. He informed me I could drop off my phone at their location, however, the part was not available at the store. Sharmyle and the other store associate refused further service and walked into the back. While on speaker phone with Ivan, Sharmyle states they have the right to refuse service and they will call the police on me.

Unfortunately, I was not able to have my phone serviced/repaired at the Piscataway location because the customer service was inadequate. This is unacceptable! Why are two other stores willing to assist me? And the Piscataway store was not? I have had my phone service by the Piscataway store location a few times in the past without any issues.

To resolve the problem, I would appreciate some form of clarity as to why this happened. Also, I want to say thank you to Ivan at the uBreakiFix Iselin location. Ivan was extremely helpful, professional, and nice while speaking with him...

If you EVER have to take your phone to ubreakifix, do NOT go to the Piscataway location. Also. Be sure to backup your phone no matter the issue prior to going. I took my phone to them at the direction of Samsung for a charging issue. Dropped it off at 10am yesterday even though I was unaware it was a "drop off" appt. My appt was for 10-1030 so I assumed I'd be waiting, nope. 3-5 hours but he said I was 3rd in line (it seems everyone had the same appt time as me) and it'd be ready in about 3 hours. I tried calling at hour 5 and hour 6, no answer. Just rang. I headed there and when I was 5 mins away, they called to say they wanted to backup and restore my phone. I told them that was fine but I had never done a backup and I'd be there in a few min. He already started backing up my stuff when I arrived and I checked the phone and he was backing it up to Google photos. He said it would take a few hours (it was now 430pm) and suggested I leave it overnight and come back tomorrow at 1130am. I asked him if there was enough storage on the cloud since it only holds 15gb and he said that it'd be enough, no problem. I believed him. I called at 1130am and he said I could pick up the phone, I'd need a new one since the charging issue is due to a bad motherboard. I arrive, wait bc I'm told "they're downloading and finishing up" which made no sense since I arrived 3 hours after he said it was ready. I finally said something and he brings my phone out. I ask how to view my pictures since they weren't in the "gallery" and he directs me to Google photos. I luckily check and see the last pictures are from Sept 2019. I'd had the phone for one year exactly. I inquire again and he says numerous things including "you're out of room on your phone, but they're on the cloud"; "you can view them on a desktop computer, I'll show you" ; "oh they must still be uploading"; "my computer won't go that deep, it's restricted so I can't show you"; "I backed them up twice and checked, they're there" ; "what email address are they backed up to?"; and "when you get home you'll see them on your computer, I promise."

They are gone. An entire year of pictures, gone! I'm devastated. Pictures of my home, Christmas, my family, my puppy. GONE!

I called to tell the employee that they are not in fact "backed up" and he refused...