uBreakiFix - Phone and Computer Repair — Local services in Santa Clara

Final Edit (5/12/25): So we come to the conclusion of this story. We worked directly with Samsung and sent our phone in. Totally unsurprisingly, Samsung fixed the phone under warranty. This situation was absolute shambles due to uBreakiFix and the female worker who arbitrarily decided to move the goal posts. I get it, people make mistakes but essentially lying and then doubling-down on the lie is nuts. Btw, we did get in email contact with someone who never responded to us. Shocker. Screenshot from Samsung as proof below of free fix in spite of the phantom 'dent' lol. Peace out.

Absolutely slimy and atrocious customer service. On Friday, April 25th, we came in because my wife's Samsung Flip 6 screen was not working. The phone had no damage and had not been dropped; this was clearly a mechanical malfunction. The male clerk reviewed and checked the phone. Due to the specific issue, they contacted Samsung to authorize the repair under warranty, as the phone is less than a year old. We were told this would take over the weekend, so we returned home to wait.

On Wednesday, April 30th, my wife connected with uBreakiFix, who confirmed that Samsung would cover the phone and advised us to bring it back in. Fast forward to today, Friday, May 2nd. I arrived at 10 am and was the first in line. The lady at the counter took the phone and began re-inspecting it in front of me. She then claimed there was damage to the phone that "was not there before." This is unequivocally false. The phone remained untouched on our table and, of course, was not even used since its screen is non-functional. While it's now my word against hers, I strongly dispute her assertion. Even if new damage somehow existed, it wouldn't negate the original, pre-existing problem. Not wanting to hold up the line, I left without a resolution.

Ultimately, this has been an awful customer service experience. If the person felt they missed damage during the initial review (and I highly doubt this was the same person), they should have admitted that oversight rather than fabricating a lie. To reiterate the facts: (1) The unusable phone was reviewed, and no damage was noted. (2) Samsung agreed to cover the repair under warranty. (3) Upon returning, I was falsely accused of causing new damage to a phone I couldn't use and hadn't touched since the original assessment.

At this point, my only option is to share this experience with others as a warning. Proceed with caution if you choose to go here and take thorough photos for your protection.

I am willing to speak with a reasonable member of your management team if they wish to contact me. They have my phone number.

Thank you for reading (2 stars because the guy who originally helped us was kind). Edit to add pictures of phone.

Edit 2: 5/2 @ 11.36am PT. They have now responded and you can see it's simply a copy and paste generic response. Again, I recommend caution when dealing with this company. Lowering to 1 star due to this.

Edit 3: 5/2 @ 3.32pm PT. They have changed their response to another generic but less generic response. Still absolutely no resolution and they have the opportunity to "have another chance" by fixing my wife's phone per what we was told and not waste my time. Again, they have my number and they know who I am. My wife actually called them as well and spoke to the same girl who again made the same accusations. We asked for our number to be given to the Regional Manager, we'll see if that actually...

I brought my Galaxy Flip 4 in to get the screen protector replaced. The first time the screen protector was misaligned and already lifting at the crease. I was told that if the screen protector begins to lift I would have to pay $50.00 to get it replaced even though it was not installed correctly.

I refused to take my phone becuse it was already lifting. The person I spoke to said that it was normal and that the more often I get it replaced, it would increase the likelihood that it would lift again. After a heated conversation, they agreed to replace the screen protector again. I waited another hour, and when I looked at it, it was again misaligned. I did not have another hour to wait for them to hopefully do it correctly the third time.

I also find it interesting that at other Samsung authorized repair centers the cost to replace the screen protector is $20.00, but it is $50.00 at this location.

On 11/4/2024, I called the store to talk to the manager about my experience at their location. The Manager, Emily (would not share her last name), was combative from the start. She was rude and refused to take responsibility for the incident. She blamed me and my phone for their inability to properly replace a screen protector. She is referring me to the district manager, Kevin (again no last name), who is supposed to contact me within the next few days. I feel that the customer service at this location is sub-par and that they need some training to improve both how they deal with customers and how their techs work. I will update this review when/If I speak with Kevin. It is my hope that this will end on a positive note.

Well, more disappointment from this store. I did not get a call back from anyone. I ended up calling the corporate customer service line only to find out that I could make my concerns known, but that they could not let me know any resolutions because it is not thier policy to have their stores respond back to them or the customer. Also, since it is a franchise store and not a corporate store they have very little control over anything that they do.

The response frome the store is just a toilet plate response that they send to every negative review they receive.

The only interesting thing to note is that when I was looking for a Samsung Authorized Repair center to get my screen protector replaced correctly, this store is no longer listed by Samsung as a place to go.

There is a Samsung Experience Store in Southern California, so I will get my screen protector replaced there over the holidays when I go...

Dishonest, Disrespectful, and Disorganized! I have a Google Pixel 3, one of the most popular phones repaired at this location (Google Certified Repairs) and was without my phone for 25 days. During that time all I heard was excuses, no action. I don't live in the Bay Area, I mailed in my phone for a screen replacement. I elected to mail in for compliance with social distancing. After the first week I assumed COVID19 was to blame for the delay, and I was patient about it. Even though I didn't receive any update (email or phone call). After a week and a half (04/27/2020) I called to check in, I was told that my phone hadn't been checked yet but it should be the next day, because it's a mail in, not typically done by this location and working with limited staff. Understandingly I went on to my regular life, as an essential employee and mother my work doesn't stop. Now I couldn't do as great of a job at work, but tried to make up for it with a slow and data eating tablet I had to rely on for essential communication. After 2.5 weeks(05/02/2020) I received another call apologizing for delays; there was a lack of communication and no mail ins had been looked at, but should be the next day. Then another 3 days pass, I received a call now saying the store had run out of screens for my phone but the device would be done and sent to me no later than Thursday (5 days later). On Monday morning 05/11/2020 I get a call from a very nonchalant young man who actually didn't know where my phone was. My phone had been there since 04/17/2020 and had yet to be assessed for a cracked screen. Instead of giving this sorry unmotivated team another chance to drop the ball, I took my only personal time during my 12 hour day to drive 45min away to be met with disrespect and less than halfhearted apologies for the delay, topped off with a dozen excuses. How does a hugely advertised quick, same day, 2hr job turn to 25 days of zero accomplishment? My phone screen is still cracked, I'm amazed at how little the employee cared for my inconvenience and safety as he was not wearing a face covering. This was more than a bad experience, it added an emense amout of stress with no regard of me being an essential working mother during an already stressful time, to be without connection and communication to my family, many of whom live out of state. Do not send...