uBreakiFix - Phone and Computer Repair — Local services in Spartanburg

uBreakiFix Spartanburg, SC. December 9; 10am-6:30pm: Took phone in for warranty repair and approval with ticket number from manufacturer. Left phone with manager with both screens working and a couple pixels missing on inside screen. After going back three times, making 4 calls to the manufacturer (1 call on speaker phone while inside store with manager, Samsung rep and me; glad all calls are monitored and recorded and that the store has 6 cameras inside to account for what I’m sharing. Footage shows manager trying to put the phone on mute so the Samsung rep couldn’t hear what he was saying) I received my phone back with pixels still missing on inside screen and now outside screen not working. The technician broke my outside screen. While the inside screen pixel issue was covered under warranty, I was asked for my credit card to pay for outside screen that they broke before manager would give me my phone. I didn't give manager my credit card and manager 'un-repaired' my phone before giving it back. Had to mail phone to manufacturer for repair for free, because it was approved to be covered under warranty. Samsung was great and handled me with the quality service, while uBreakiFix offered contrary service. I had to buy another phone (see attached) while my phone is being fixed. What the manager said and did was different each of the three times I went into the store. The manager even said, “…I’d never buy another Samsung phone…if Google gets its act together, I’ll get a Pixel.” The initial time I went inside the manager brought my phone out dis-assembled to explain how the newly replaced inner screen didn’t work (“wasn’t compatible”) with the existing outer screen and that’s why the outer screen wasn’t working. "Only two new screens work, but never actually showed me that they worked. I never saw my phone’s outer screen work again.

Other details - Before my visit to uBreakiFix, I visited my local AT&T store, verified phone's manufacturer's warranty was still active and insurance claim was not necessary at this time. Called Samsung, confirmed condition of phone and that warranty covered issue, received ticket number and referred to two uBreakiFix locations nearest me. I chose the closest location - Spartanburg. I stopped by Spartanburg location to confirm that the part was in the night before and the store representative inspected my phone. I told him I'd return the next day for the warranty repair. In addition, the Samsung rep confirmed the part was to be mailed to the location and provided me the ticket number for the warranty repair. I was first person there at 10 am and the store manager checked me in and communicated with me most of the process.

Protocol broken: Manager asked for my phone's access code and did not offer factory reset. Manager never provided me with a repair ticket after taking my phone back for warranty repair. Manager said Samsung only covers one repair during the warranty period. After breaking the outside screen on my phone, I now have two issues with my phone. I went to another uBreakiFix in the area to confirm protocol and found that the manager in fact broke several protocols noted above. I spoke with several manufacturer representatives and confirmed protocol was indeed broken.

I can only review this location/manger and based on my experience. Who is responsible? Asurion (Parent company), Spartanburg, SC uBreakiFix location, or the manager who ‘handled’ me throughout 95% of this horrific experience? After reading other reviews it appears to be a consistent theme and changing the name of uBreakiFix does not change their practices and level of service. I can only imagine how much it costs the manufacturers because of mistakes and breaks their 'Authorized Technicians' make. How many others have experienced similar but didn’t write a review?

From the many Google reviews I have submitted, all of them have been positive. This is the first negative review, I’ve submitted. I'm so glad I took notes (see attached). The Bojangles bag was the only thing I had to document...

EDIT: I'm editing my review to reflect the great followup service I received from the store manager: Gabriel

I was not charged a deductible to replace my entire phone as Asurion had told me would be needed (it was not needed) when I was forced to open a new claim. And I was not "paid off" lol, and no one begged for a review edit.

But due to the excellent work done to fix the issues caused by a new employee the day before (yes I was without my phone for a full day due to a small crack on my display that should have only required a 1-3 hour downtime), I believe my initial low rating should be elevated. However, I will leave some of the original text of the review below.

I have to stress to the consumer that no matter how standard or seemingly easy (from your POV) a problem is, phones are complex devices, and issues and mistakes can happen. So if you are going to take a phone in for service and it still works fine like mine did, do things like:

1. Forward your number

2. if you use an Android and Google Messages (for text messages), you can set up access to your ability to send and receive texts from another phone or PC.

3. Cleanup and Backup your phone (Google, OneDrive, iCloud, etc. depending on your phone), if for some reason automatic backup is not working or configured properly already.

4. If you have apps or websites you must access frequently, make sure you can access them from another phone or PC.

For the Business I must stress that proper training and supervision of the work done by new employees is crucial to avoid such disruptive and costly errors. Mistakes happen, but this particular one was easily avoidable.

--- Original review ---

I took my phone in to get a screen replaced due to a hairline crack that you can’t even feel and caused no issues. Strictly cosmetic and only noticeable in the right light and angle.

They had the phone over 2 hours and then gave it back and it doesn’t work at all. The female doing the work admitted to trying to put S23 parts in my S22 Ultra phone, breaking the screen ribbon, and then said I had to submit a new claim with Asurion. I called Asurion and they say now that the whole phone would need to be replaced and wanted me to pay a $100 deductible for an issue they caused. See the screen shot. Instead of owning up to the mistake, they made it sound like “additional damage was found”. It was not “found”, it was created by them.

If you must use Asurion, have them send a tech to repair in person. Do not, repeat do not let them take it and work on it away from your line of sight. If it’s just a cracked front screen, have the repair tech replace it in front of you. If the phone works then never give them your password unless absolutely necessary. Most new phone support a maintenance mode.

In my case, I was told a new tech was allowed to work on phones before being properly trained and supervised. The tech handed me back my phone and just initially said they couldn’t repair it today, and that I needed to submit a new claim. I then tried to turn it on and then she admitted to breaking the ribbon going to the screen. Lastly, she went back and got parts (S pen and SIM card) that she forgot to put back in the phone.

--- End of original review ---

In summary, the problem that initially resulted in my leaving of a 1-star review was corrected and all is well now. Hats off again to Gabriel! But Asurion (who owns UBreakiFix) has issues with not only their website, but also their first...

HP.Com customer support has recommended your location to get my laptop fixed professionally. My laptop had a no boot device issue error, but I was glad y’all provided free diagnosed I had no idea what’s wrong with it. With great reviews, I dropped off my laptop on Monday 4/27 anticipating a response within 24 hrs. Since I didn’t hear anything I called Wed 4/29 to follow up and was told they are still working on it, which I don’t mind I just need a timeline, I asked if it was be completed by Friday 4/30 and he said sure but just to be safe I told him I’ll call before I go. At this point, I’m thinking okay maybe they are backed up with other clients I’ll just wait until the weekend.

Well it’s Sunday 5/3 afternoon, I’m assuming laptop is fixed at this point, I called to find out the “status” has not changed so it’s not fixed yet still waiting on parts, I would received an email or text if anything changes, ) I say okay, thank you, he then hung up the phone. He could have said we will update you, thank you too, bye..... I feel stupid, like a nagging client or something, I just wish I would have known that or else I wouldn’t bother calling them. (I’m not sure at this point they felt irritated ) but seriously, I am in the service industry myself) as a client and as the provider- there should have been clear explaining or plans of action, anticipated date of completion.

I am told parts might come in tmrw (Monday 5/4) and might be fixed if it can get fixed by Tuesday 5/3. I got a missed call on Monday and I tried to call back, voicemail is not set up. I called Tuesday 5/3 nothing, I didn’t want to go to the store due to Covid19 and thought I should call first to save a trip. finally after trying all day Wednesday they finally picked up and told me they cant fixed it. First I thought they were eating on parts, but I guess 1.5 weeks later they just found out it’s non fixable and I have to contact Hp support.

What a waste of time for everyone. This might be a place for cellphones but...