uBreakiFix - Phone and Computer Repair — Local services in Plainfield

The location at the 13511 Illinois Rte 59 Suite 107, Plainfield, IL 60544 (Plainfield location) has given me by far THE worst customer service experience ever. I submitted a claim for my wife's Samsung Galaxy Z Fold 3 for a cracked outer display. I scheduled my appointment to come in on Saturday (2/10/24) at 1230p, I drop the phone off around 11:00am. I have the phone in maintenance mode so they can work on the phone and I don't need to worry about any personal information being accessed. I am asked to take the device out of maintenance mode so they can access the IMEI. They get the IMEI and keep the phone in regular mode (versus maintenance mode) because it's "easier" for them AND they ask me for my unlock PIN anyway. I am uncomfortable with this, but oblige them because I need this phone repaired. I am quoted an estimated repair time of 1pm. After not hearing from them around 1pm, I call back around 115pm, I'm told the device is ready, but there's some kind of error code that they were getting that isn't allowing them to close out the claim and get paid for the repair performed. They tell me that it would be another hour. They call back around 2pm and say they're still having some kind of issue with Samsung and are waiting to hear back. I go into the store shortly thereafter and spoke to another employee who recaps the story about the error code and says they are reaching out to Samsung still. I remind the employee that my wife needs this phone TODAY as this is her work phone. He says they hope to have the issue resolved by 5pm and that my other option is to have the repair reversed so they could return my device today. He also said that whether they reverse the repairs to a screen on a device, they may end up causing some additional damage due to the manner in which they have to remove the device. So about 4.5 hours later, thirty minutes before they close and after NO ONE gets back to me at 5pm with a status update, I call the Plainfield location back. An employee answers, asks for my information and proceeds to tell me that he has no idea what the status is as the two people that were working on it left for the day. This is wholly unacceptable as I've been in communication with this location about 5 times throughout the day and the individuals that have been working on it leave WITHOUT updating me?! I'm put on hold as the employee reached out to his manager (Donny). The employee returns to the call to tell me, they never heard from Samsung and that I cannot get my phone back today, that I will have to wait until the next day. After explaining again that my wife needs the phone TODAY for work and that they have blown through all the quoted timelines AND that I have been the one following up on the device almost the entire day, I immediately ask to speak to the manager. The employee asks to call back so he can speak with his manager (Donny). He calls back shortly (the employee NOT Donny) to tell me that there's no way he (Donny) is giving a client his personal number and that I am absolutely NOT getting my device back today. This is completely unprofessional, this manager (Donny) lacked any kind of accountability, instead had his employee have to pass on the news with no authority to do anything or provide a solution. I arrive at the Plainfield location around 645p asking to speak to someone in charge, the only employee there is the one I had been talking to. I let him know again that my wife NEEDS her phone TODAY. Donny refuses to get on the phone to speak with me himself and again only instructs the employee to not give us back my wife's phone today under any circumstances. I am told the phone is working fine and just "not passing some sort of inspection". I ask if I can have the device tonight and return with it tomorrow so they can complete whatever administrative task they need with Samsung and am told no. The phone still isn't repaired! Watch out for the manager, Donny, he won't even deal with you face to face. SO much more to say, but there's apparently a...

UPDATE/ORIGINAL REVIEW FOLLOWS THIS UPDATE: It's been four years since I posted the below review. I can't leave a new one so I'm just revising this one. I needed Asurions services again for another issue/device all these years later. I'll spare the details but want to stress that just like my previous experience with this location, they (David/Manager) absolutely met my expectations of great customer service. He was polite, knowledgeable and expedient. Had me back up and running extremely fast. This may be a different staff than what it was four years ago but the level and quality of service hasn't changed! Would definitely recommend this store for your electronic device repairs.-- PREVIOUS REVIEW- " I have a Galaxy s8+ and experienced "screen burn"- the phone is less than a year old and still under warranty. Samsung was going to have me send it back to them but I would have been without a phone for over a week. On a whim I googled "Samsung repair center" and found out about UbreakIfix. Originally I brought my phone to the La Grange store (the Plainfield stores system was down that day) and the staff took excellent care of me. They had my phone fixed in about 3 hours hassle free! A few days later I noticed I was having an issue with my in ear speaker. When they changed my screen, the repair included a new battery, screen and in ear speaker. Apparently there was an intermittent problem (from factory) with the speaker. I called Ubreak back and explained the issue and they said bring it back in, no questions asked and we will take care of it for you. I then explained that the Plainfield store was closer to me and asked if I could instead take it to them. The answer was yes. The La Grange store contacted the Plainfield store and explained everything for me. The plainfield store had me bring the phone in and once again within about three hours had me back up and running. The catch to all this is I had just installed a $50 glass screen protector that could not be salvaged (as they had to remove the screen again in order to fix) but the owner of Ubreak paid for a new one. NOT one they carried in store but the exact one I had originally! The staff at both locations were awesome. Everyone was very courteous, polite and knowledgeable. They explained the process, answered all of my questions and took care of me in short order. They stood behind their work and went above and beyond by providing me with a new screen protector. I highly recommend UbreakIfix and will go back to them again should I need something electronic fixed (tablet, phone etc)....

I came here twice before with my computer. It has been crashing several times a day and i constantly have to restart it in order to use it for usually less than 20 minutes before another crash.

the first time i brought it in, the employees were professional, i explained the issue and showed pictures of the error messages stating i needed to reinstall windows.

they kept my computer for about a week, i started calling once a day after several days to get a progress report. when it was finally my computer's turn, they apparently couldn't replicate the issue and still charged me for doing what i assume to be nothing since my computer was in the exact same state when i got it back.

because of this, i called a friend of mine who fixes computers in canada and asked him to help me out. obviously i wasn't going to make him fly here just to fix my computer, but he had me remove the back plate on a video call only to discover that the fan was completely clogged with cat hair. im not sure if that was causing the crashing, but i don't thing that a clogged fan would be helpful.

i returned and explained what had happened on my previous visit as well as telling them about the error again. instead of being professional, they spoke to me as if i had just crawled out of a cave and never touched a computer until yesterday. i didn't want to be rude so i just asked them to reinstall windows, wipe the system, and clean the interior.

they did waive the tune-up fee as an apology for what happened before, but when i got it back today, all they had done was clean it. the cat hair is gone at least, but they didn't reinstall windows or even wipe the system for that matter.

EVEN AFTER sarcastically telling me "you probably need to reinstall windows then."

the very first thing my computer did once i logged in was crash.

this just really rubs me the wrong way, i feel disrespected and cheated. it'd be cheaper and less humiliating for me to just buy a new computer at this point.

i definitely learned my lesson though, i won't be swindled by this...