uBreakiFix - Phone and Computer Repair — Local services in Sandy

By far the worst customer service experience I have ever had. I'm not one known to complain, but I feel the need to express how I felt during the 6 week long ordeal I had with this company and location.

I go in for a screen repair. They don't have the color bezel of my phone, but I agree to use a mismatched color. The turn around time is 3 hours. I kill some time and come back about 4 hours later. The phone doesn't pass their tests and I'm told to come back the next day.

I come back around noon the next day, still not passing. I come back at closing to give them the best possible chance of fixing it, still not passing. Turns out they broke the 5G antenna during the repair process and Samsung won't let them release the phone partly functional. They have to order some parts. Those will take a few days to arrive. I tell them they can order the correct color bezel as well. They offer to put on my old busted screen so I can have my phone in the meantime.

A week goes by I hear nothing from them, so I reach out asking if the parts came in. They haven't. I opt for a repair with the mismatched bezel color to speed up the process.

When the parts arrive and they attempt to repair the phone, they determine there is motherboard damage and the phone is toast. They "overnight" me a replacement phone that gets there four days later. It comes defective, so they have to order another phone. I ask if I can have a loaner phone while we wait for the new one to arrive. They allow this (the one positive thing they did). But I feel like it wouldn't have been offered unless I asked explicitly. When the "new" one comes 10 days later, it's extremely scratched on the glass. They offer a discount. Before I even hear how much they were going to knock off, I decline and tell them they should order me a new phone, not refurbished. They end up ordering another refurbished phone, perhaps higher tier than the one they did before. When I go to pick it up, the camera lens covers I had on my phone are removed. I get offered $10 for this inconvenience.

Beyond all the misquoted times, poor quality of the repairs (to the point of breaking functional parts of the phone), constant statements blaming Samsung for not being able to release my phone instead of taking ownership for their screwups, lies about overnight shipping, and poor decision to use low-tier refurbished phones, I'm most disappointed in the lack of communication. My emails were often not answered and I was given miniscule amounts of information any time I called.

Because UBreakiFix was the one who broke the phone (ironic), I felt I had no other option than continue using them for the repair. If I took the phone somewhere else after they messed it up, I would have had to pay for the entire thing out of pocket. I felt trapped in using them despite the fact that I didn't want to give them a cent after the way they treated me.

If I had a customer where I messed up this bad, I would have just walked to the Verizon store and purchased them a new phone instead of wasting 6 weeks of their time and still requiring them to pay...

I have never dealt with a more dishonest and unprofessional business in my 27 years of life. I have never left a google review, but if I could leave a negative star review here I would. This is why I decided to warn others to avoid this place at all costs.

My Z 5 flip phone screen stopped working and my mobile carrier instructed me to take it here as it was still under warranty with Samsung and UbreakiFix was their partner and would fix or replace my phone for free.

I was unable to drop my phone off so I asked my sister if she could for me. My sister did so and informed me that the gentleman who helped her was very rude and unprofessional and that he quoted her $380 for my phone repair. As my mobile carrier had told me they would replace it under warranty I called Ubreakifix in Sandy and explained this. They seemed very off put that I would want my phone repaired through my warranty and reluctantly agreed to take this approach stating it would take longer. I let them know that was fine.

The next day UbreakiFix called me and told me that Samsung had declined to fix my phone because it had some scratches and Samsung was picky like that. I did some research on Samsung's warranty and decided to reach back out to UbreakIfix to get my IMEI number to file a repair claim directly with Samsung. They then informed me that they never submitted my claim or spoke to Samsung and would not give me the IMEI number for my phone. I asked them why they would lie to me about contacting Samsung and Samsung denied to pay for my phone repair and they transferred me.

This gentleman informed me that he had made the executive decision to not submit my phone repair claim to Samsung as it was not in good enough shape to be accepted by them. (Although it has no cracks or damage, the interior screen just won’t work) I explained to him what I was told previously and once again asked for my IMEI number and told him my service provider told me they would and I would like to file my own claim. He completely ignored my question and yelled, “Do you want us to fix your phone or not?!” I replied that I would not pay out the ass for a phone repair from somewhere that was not honest and he hung up on me.

After I picked up my still broken phone from uBreakiFix I was able to file a repair claim with Samsung as well as a complaint. I guess making an executive decision that violated the terms of my warranty and lying about it may not have been the correct decision because Samsung accepted my claim and is fixing my phone.

I am disgusted that this place is a trusted partner of Samsung and will never consider repairs here for myself or...

Edit: 5-star reviews are bribed and pressured to be done in front of the staff. And you’re supposed to mention whoever was at the front desk by name. Hidden fees!! Did not resolve issue or provide any more information than my research, AppleGeniuses, or ChatGPT did. Staff pressures you in front of each other and other customers for tips.

I booked an appointment online for a free diagnostic, but when I arrived the staff said the diagnostic costs $75. That is, unless, you sign up for Asurion Home Plus, their tech insurance for $35. Then the diagnostic is “free”.

I caved and another tech came out from the back for the diagnostic. He unlocked my phone and checked the settings and said the battery needed replacement, per the Apple notification on my phone. It took him 1 min, and was something I was aware of. I needed help evaluating the screen, flex cable, and motherboard for damage. Or at least some more in-depth information than just opening my settings for $35.

I did have them replace the battery, it was needed. But it didn’t sleep the freezing screen or phantoms touches I went in to resolve. They also didn’t give me any further info on the hardware while they had the phone opened up in the back.

You will need a second phone to know when your phone is done. They said they’d send an email (which I could check on my latop) but they didn’t. (I did have a text waiting for me when I got my phone back, but that was unhelpful 🤪)

Took 4hrs to swap the phone battery.

The staff brought up their Friday pizza party that is funded by tips multiple times when I dropped my phone off and picked it up. Joking to me, each other, and other customers repeatedly how I was going to leave a big tip so they could get lunch. It was very pressuring. And unfounded—I didn’t walk in there looking wealthy. I looked like a poor kid fresh out of college with a DIY haircut.

There is a free swag spin a wheel. And they installed a free screen protector on my phone (they did this each of the other 3 phone customers I saw) IF you leave a 5 star review and show them while standing in the shop. Which I did.

So you can’t trust the 5-star reviews.

One staff member was trying to be nice but made several jokes to/about me and my dog that made me uncomfortable.

The battery replacement work was good, it hasn’t caused any other problems at least. And they are the only shop near SLC that will use genuine apple parts. But the staff, while friendly, is very coercive. It was a frustrating day. And you will leave with an insurance policy you have to figure out...