Mobile Rescue Tech — Local services in Southington

Be aware that this place does not use certified Apple OEM parts although the website says they do. They are not Apple certified according to the person that works there. They use cheap parts and do shoddy work.. Customer service was pretty horrendous.. Here's my full story..

Recently brought my son's iPad there to be fixed as the screen was cracked. Said it would be fixed in 24-72 hours. After several days they said they were still waiting on the part. This would have been nice to know when we dropped it off and they gave us the estimate on when it would be done but that is not how this place works. After about 10 days we got the iPad and the screen had some bubbles under it and obviously not an OEM part as the screen was thicker and raised up so home button was hard to press. My wife asked for the bubbles to be fixed so they took it back and attempted a fix again. We were told at this time that they can not obtain OEM parts despite the fact that the website says they use authentic parts and are apple certified. So we had 2 options.. Live with depressed home button or replace with a thicker home button that didn't have Touch ID (which would cost more).

After about 10 more days (and several calls) we called again as we were still waiting and it appeared they still had not done the work. I got frustrated and said I just wanted my money back but they said we'd have to pay labor. I told them fine and I'd come pick it up now.. Guy said it was all apart and they'd have to put it back together before they could give it back to us and I could get my refund. Waited 2 more days and they called back and said we could pick it up. I went to pick it up and they had put another screen on it. This time it looked a little better.. still some dust under the screen and still the hard to press home button but I decided I'd accept it rather than getting the refund. Couple days later the the screen starts coming off.. probably because it was not the right part. Went back and asked for refund.. Manager said he'd talk to owner and was on phone for a couple minutes complaining about how I was being difficult. He then said best he could do was glue it on again and wouldn't offer me refund. He also said I should have gotten an Otter Box case to hold the screen on as repaired iPads usually have this problem. Seriously??

Forgot to mention that when we asked for a discount because it was taking so long and they used shoddy parts they offered my 11 year old $10 in cash back.. only if he wrote a 5 star review. Pretty...

I brought in an IPad mini 4/1 to be repaired due to the battery not taking a charge. Was told it was fixed after $30 initial deposit and an additional $70 upon pick up. My screen had defect underneath that were never there I pointed it out at the store was told o have to come back for them to fix their own error. The next day the battery was still not holding a charge or charging at all. Was told to bring it back in. On 4/21 I called to check on the status no update. A few more calls same thing they never called me to follow up even though they claimed they would. I called again week 5/14 was placed on hold while they called to “check” was told it has to get sent out and may cost an additional $100+ to fix or they can charge the difference of what I’ve already paid. I asked to ensure they call me to let me know if it can be fixed or not. They again never called me and I called again on 5/31 and was told they would check to see if they can fix it and let me know and then I would get it back 6/6. I called again on 6/10 to be told it can’t be fixed and they are going to have it by the weekend. Called on 6/14 no IPad. Was told they would have it 6/19 weekend. Called on 6/26 they still done have my IPad when I explained no one follows up I have to call to check and I’ve been hearing the same thing for 3 weeks about getting my iPad back and it’s been over 2 months the tech gets an attitude and tells me no one is holding my iPad hostage and he doesn’t know what to tell me he’ll call me when they drop it off and they he told them to drop it off he doesn’t know why they haven’t. This has been the worst service experience ever and just because I was patient they took advantage and decided to be rude to me when I didn’t treat them with any attitudes or disrespect. They completely dropped the ball and called me twice during this whole ordeal. I’ve had to be the one to call them and by me inquiring about the status of the repair is what prompted them to start my repair and for them to reach out to whoever they sent it out to, to find out what’s going on. This is poor customer service. It shouldn’t take over 2 months. A few days from now will be 3 months for them to tell me my IPad can’t be fixed and for me to get it back this is...

UPDATE. Check out the comment from the owner. He makes my case for me. No accountability what so ever. 🙄 I don’t want to insinuate he is a liar or can’t do math so maybe he made an error. I have only done 5 google reviews not counting this one and 3 of them were 5 stars. I invite you all to verify this and decide the integrity of this own for yourself.

My previous experience at this mobile repair shop was positive, so I decided to return. However, my recent visit was shockingly different. The shop opens at 10:00 am, and despite arriving five minutes early, I had to wait until 10:20 am for Marlon to arrive and open the store. He offered no greeting or apology for the delay. While he answered my questions and took a $50 deposit (plus tax, which I found unusual), his demeanor was curt and unwelcoming.

Marlon initially said he'd call when the part arrived, likely on Tuesday. Instead, he called on Wednesday, requesting I bring the device in on Friday morning, but couldn't provide a timeframe for completion. I explained that this was difficult due to my work schedule as a teacher, but he was dismissive.

On Friday, I arrived to find another other customer waiting outside a locked door, again after 10:00 am. When I politely inquired about the 10:00 am opening time, Marlon became incredibly rude and argumentative. He wouldn't stop even when I asked him to and requested a refund. The refund process was also problematic, and his continued rudeness led me to leave, stating I would dispute the charge.

Shortly after, the owner called. While he was polite, he spent the call defending Marlon's behavior rather than apologizing for the poor customer service. I eventually had to cut the conversation short, wishing him well and hanging up.

I cannot recommend this business. The risk of encountering Marlon's unpredictable behavior and the owner's lack of accountability is too high. I certainly wouldn't trust someone with such poor customer service skills to handle my...