uBreakiFix - Phone and Computer Repair — Local services in Round Rock

SamsungCare+ and UBreakIFix – A Long, Frustrating Experience

I wanted to share my recent experience with SamsungCare+ and UBreakIFix, in case it helps others avoid the same issues.

I accidentally cracked my phone screen and filed a claim online. I brought the phone to UBreakIFix in Cedar Park, TX. The technician processed the repair and told me it would take about an hour. When I returned, they handed the phone back and informed me that Samsung had canceled the claim—no explanation, just that “Samsung wanted to.”

I tried calling SamsungCare+ multiple times, but the automated system wouldn't let me through due to a one-digit mistake I made when creating my account. Despite trying to correct my contact details online and over the phone, the incorrect number remained. Every time I called, I had to enter the wrong number and explain it to the rep. Later, I noticed that an AI system had been added to the support line, which kept dropping my calls. Whether it’s just buggy software or a way to avoid customers—I honestly don't know.

Eventually, I was refunded for the canceled claim and, with a rep’s help, filed a new one. This time, I went to UBreakIFix in Round Rock, TX. The technician successfully replaced the screen, but unfortunately damaged the front camera during the process.

To their credit, UBreakIFix admitted the mistake immediately. Here’s what I was told:

"The camera was damaged when he did the screen repair. We do not have another camera yet—I can order one (3-day shipping), or you can call your insurance company who paid for the first repair and they can send you another S25 Ultra."

Assuming they had ordered the part, I waited three days and called back—only to be told they couldn't order the camera without another claim being filed. That began another round of frustrating calls with SamsungCare+.

Initially, I was told an internal ticket had been raised and someone would contact me. That never happened. I followed up, was told again that nothing had been filed, and only after speaking with a supervisor did I learn they now needed an email from UBreakIFix confirming the damage was their fault.

At this point, every call brought a different story about costs and next steps: refund the original repair, charge \

30 for a new claim, charge \\

The supervisor assured me that the case had been escalated, that he would personally guide the resolution, and that an email had been sent to samsungmxcare@servify.tech, with me CC’d. But after the agreed follow-up period, no one had reached out.

I called again, spent another 30 minutes getting past the AI system, and was told the email was never received. A representative sent me a test message to confirm the email address was correct—which it was. Just in case, I replied manually, copying the email address again, and called back. Another hour of my time later, we discovered that SamsungCare's system filters out some incoming emails, one more amazing way to make it difficult. Only after replying directly to an email sent by the rep with a screenshot of the email chain did it finally go through.

Now they’ve allegedly raised a ticket—yet they still want to charge me again for something UBreakIFix has admitted was...

I came to this place as it is certified to work on Google Pixel devices but the experience was unfortunately unpleasant.

First, the wait time inside the store is not the best. There's no bell or anything that can be used to let employees know you're at the front and you have to wait for them to notice you're there waiting for service.

Second, I came in needing a back glass replacement on a Google Pixel 8 Pro. I waited for over 2 weeks for the part to come into the store and when I went in to have the device repaired was quoted same day repair. I went in early to drop off the phone and let them get to work, but as the closing time drew nearer I got no call/update from the store. I had to call myself in order to see what had happened, and when I call I am informed that my screen had broken during the repair. Why did they wait until I had called in order to give me this information? Anyways I was told the store would cover this out of their pocket which was appreciated, and was also told by the employee that he would order the replacement screen with overnight shipping but that it would most likely take an extra day since the order was placed after 5pm. I agreed and left without my device in hand. I wait 3 days with no updates and decide to call again to see what happened. Another employee says that the delivery was set for another 3 days and that the other employee that helped me had never used overnight shipping. This upset me but I was unable to do anything as the phone was with them so I decided to wait longer. The next day I am called by the original employee to inform me that my phone was fixed and that there must've been some miscommunication and so I go and pick up my device, paying out of pocket as the repair was not covered by any warranty.

That was not the end. Immediately after I begin using my phone again, I notice the proximity sensor is not working correctly and features like Tap to Wake & AOD are not working anymore due to this. Additionally, during calls the phone will black out the screen and not let me turn the screen on until I hit the power button. I give this issue a few days to work itself out as I felt that it may be the phone just getting warmed up again but this is not the case. I have a diagnostic done by another tech at this location and he informs me that because my repair was done out of pocket that they didn't run a full diagnostic as they usually would for repairs done under claims. During this diagnostic he tells me that the proximity sensor is indeed not working correctly and that I would most likely need another screen replacement. I decided to leave as I didn't want to chance another incident happening and being without my phone for another 4 days. Now my phone screen has completely blacked out and will not turn on. The phone itself works as it rings when a call comes in but I can't use the phone anymore.

I understand this phone is the newest model and the techs may not have enough experience working with it but this has been nothing but a...

For clarity, I had previously reviewed this store describing my experience having left my phone here and all the back and forth having experienced since then. Many days pushed the phone repair back, and the reasons were always the same - my Flip5 WAS fixed but they could not get past some diagnostic stages with the fixed screen which means it could not be returned to me.

Long story short appears as though my Flip was NOT able to be fixed. I appreciate the clarity from a couple people at this location and the district manager but that won’t go as far as higher reviews but I will still acknowledge there are reasonable people at the helm here and there.

Furthermore, for better or for worse, I know that an attempt was definitely made on my phone in the 2 weeks I left it there with seemingly no progress BECAUSE the front panel on the flip5 when closed is raised along the edges and there is now a noticeable dead spot on the corner on the left side of the flex area, both of which were not problems when I dropped it off. This is what made me mull over the idea that a 2 or 3 star review I previously left were just simply not correct. I can't just feel good about leaving my phone there for 2 weeks with little to no progress other than if I visited the store in person and feeling like a pestering customer only to get it back in worse shape than when I left it.

Supposedly someone else left a Flip5 not too much later than I did and I can only hope and assuming they had better luck than I did based on what the repair people said to me and in passing but it seems to me that those who had my phone simply just, couldn't do it... and so I can't say with confidence that anyone take their Flip5 to this specific store.

I’ll appreciate if at the very least this shop could front (or get Samsung to front) a replacement and that I am not charged, but as it stands, I think the solution going forward will be either to go through Samsung directly if phones are purchased from them as mine was, or scrounge secondhand for a backup and find another way to repair a Flip5, which with the worsened condition I received is back in will not be any easier to do, I've no doubt Samsung or any other repair person would gladly push that on me. Guess we'll see, but all the same, go here with a grain of salt and hope for the best if you really want. Otherwise, ask yourself what other avenues you've got for...