uBreakiFix - Phone and Computer Repair — Local services in Sycamore Township

I took my HTC U11 to this store for a screen repair in March 2018 when I dropped it on concrete and a corner shattered. The store had to special order the screen because it is not a common phone. I kept the phone until the screen came in and took it in on a Saturday. They broke the home button during the repair and had to order another, which left me without a phone until the following Tuesday. They had said it it might be Wednesday, and I had asked that they contact their supplier to see if they could get it faster because this was my only phone. So, I guess I appreciate that.

However, after I had the phone for about a week, the screen began lifting out of the frame because of insufficient strength of adhesive, which caused the home button to slip out of position. I took it in for warranty repair again, and they did cover it, but had to hold it overnight to ensure the new stronger adhesive had time to cure. Seemed ok, but I did periodically look at it because sometimes the home button seemed to be at different depths relative to the screen. This is what happened before when the home button slipped out of position. I let it go because I wasn't noticing a definite lift and was trying to avoid going back in.

Fast forward to today. I woke up and discovered my phone screen had cracked overnight at a corner. I also noticed the screen was now lifting again out of the frame on both sides of the phone. I may be wrong, but I don't think the crack in a corner would have destabilized the screen to the point where it was lifting wholly away from the frame on both sides. I did not drop the phone, but had fallen asleep with it in bed, and discovered the crack this morning. I assume I rolled over on it during the night, but I also assume it wouldn't have cracked like that if not for the screen lifting out of the frame because of still-defective adhesive. I took it in again on my lunch hour and they refused, albeit politely, to honor the warranty because they had no way to know when the lifting started to happen. I refused to pay for another screen because, at that point, my repair costs would match the cost of the phone.

The thing is, I understand that they can't know what happened, but I'm not one to lie. I know they can't know that, either, but I have been upfront with them in all my dealings. If I had dropped it, I honestly would not have brought it back in because I know what their policy is. I also don't enjoy spending hours of time running my phone back and forth to their store.

Their polite implication that I could be lying leaves a bitter taste in my mouth, particularly when I had problem with defective adhesive before. If the screen had fallen out before I noticed it last time, would they also have refused to honor their warranty? That seems pretty likely.

After reviewing the whole situation, I just don't feel that this repair was performed well. I think I spent $249 on something that they were never going to get to properly adhere to the frame, probably in part because of the curved screen design of the phone. Nevertheless, they took on the repair and told me they could do it and took my money. I didn't ask for money back, just another repair. Therefore, I think as a gesture of goodwill, they could have repaired the screen. True customer service isn't what happens on easy issues, but what happens when you have to make a hard call that could cost your business a little money. The fact that they won't honor their warranty when it's a tough call like this tells me they really don't stand by their work, and that's just not a place I want to...

Listen, I know that most people only post negative reviews. I understand that my experience may not be your experience, however, I think it’s important that people are aware of the lack of accountability at the Kenwood location. More specifically, Anthony (store manager) should not be in a leadership position.

I brought my iPhone in to have my back screen replaced. The cracked back was the only issue I’ve ever experienced with the phone. It still had full functionality outside of a little cosmetic issue.

Before I approved the repair, I asked about liability in the event that UbreakIFix damaged my phone.Anthony assured me that the store would repair any issues that happened as a result of the screen repair. He told me that I would not have to pay, but it may take a few days to order replacement parts should something go wrong. That seemed reasonable to me, so I allowed the repair to proceed.

I picked my phone up at the end of the day. Everything appeared to be in order at that time. It wasn’t until I got home that I noticed an issue with my camera. It was having trouble focusing. This was 100% a result of the repair as I had taken many pictures while my back screen was cracked without any issue.

I called the store the next day to inform the store of the issue with my camera. Anthony told me to bring in the phone so they could inspect it. He said that it was most likely related to the adhesive used when repairing the back of my screen, but they would be able to resolve it within a few minutes. His tune changed once I returned to the store. He then claimed that the camera issue happened at the time that the back screen was damaged. Again, this couldn’t be the case as I have pictures to document the effectiveness of the camera after the screen was cracked.

He told me it would be an additional $75 to repair the camera. At that point, I reminded him of the promise he made when I originally entrusted his store to repair my phone. He was very short with me, and began talking over me anytime I attempted to speak. I asked him for a refund, and he told me “fine, I’ll just go ahead and put the broken screen back on”. I told him this was unacceptable, and he then proceeded to call the police on me.

At no point was I rude, disrespectful or disruptive. Calling the cops because you broke my phone is unacceptable. Take your business...

TL;DR: Was charged $80 (refunded) and spent 5 days waiting for uBreakiFix to take my fully functioning phone with a shorter-than-I-would-like battery life and turn it into a brick. Would not recommend.

Wanted a new battery for my Pixel XL. Fully functional except that I wanted the battery life to be back to where it was when it was newer. They told me it was a simple repair using all Google manufactured parts and it would take only 2.5 hours and $80. Two days later, at like 4 am, I woke up to a bright light to see my phone was broken: restarting itself on a loop until the battery ran out. I took it back where they said they would exchange the battery and fix a sticky power button which they thought might be the issue at no extra cost. Cool. They promised to call before end of business for an update.

They close at 7:00pm so at 6:50pm when we had still heard no news my wife called to check in and was told they had made the extra repairs but wanted to keep it overnight to do some "stress testing". No problem.

Called again the following day, about noon to check in; at this point I had been three days without a phone. Where the same gentleman, said they were still "stress testing" it. I asked him for an update by 4:00 so I could possibly come get the phone before work. They called by 3:00 so i was able to come with time to spare.

Both employees were busy checking in new devices so I had to wait about 20 minutes. No big deal, just wanted my phone back. When my turn came the guy handed me the phone saying they had observed no more problems with it and assured me I wouldn't have to pay for any of the subsequent repairs over the $80 I had already spent. As he was closing the ticket I unlocked my phone, navigated to my missed texts and watched as it froze and began to restart itself again. I showed the guy who said it must be the motherboard and there's nothing they can do so I would get a refund of my $80, but first I had to leave it for another day so they could put my original battery back in, and another for a manager to be available to process the refund.

I can't speak broadly to anyone else's experience with this company but I can say I will never make use of any of their services again nor would I recommend their services to anyone.

Store is clean and staff friendly but...