uBreakiFix - Phone and Computer Repair — Local services in Town of Pittsford

To be clear, I'm not giving one star because they couldn't fix my device. These things happen, it's no big deal. It's the customer service I got along the way.

I dropped off a Nintendo Switch late August. They tell me to wait for about a week or two. I call about two to three weeks in, manager tells me that it's taking longer than expected and to give him more time. Completly fine! Five weeks later, however, I still haven't heard anything, so I call. I'm told that the manager has marked on my account that he's spoken to me, and I've declined further services. I check my phone log - absolutely no calls have come in from this place. And I doubt it was a simple wrong number problem, because the note specifically states that I declined services. I explain this to the guy on the phone, who tells me he's not entirely sure what to do in this situation - again, completly fine, and I appreciate the transparency. He says he'll call me back tomorrow.

Going on about three to four weeks later, and I haven't heard anything. My work schedule is pretty packed - basically on call before the store's open and after it closes - making calling any earlier pretty difficult to arrange. I call them yesterday, and the girl explains to me that I, again, declined services. I ask her point blank for any clarification for what's going on. Not that it's her fault, since this is presumably the first time she's interacted with the situation at all, but she tells me she doesn't know.

I make the decision to leave work early to pick up my device. I get there - and they give me the wrong Switch! Worst part is, it was a nicer one than mine - I had dropped off a initial release Switch with no controllers, and they hand me a limited edition Animal Crossing one with the joycons. And it even had my name on it. It would have been incredibly easy for a bad actor to just take the nicer console and say nothing.

So once I tell them it's not mine, they go to the back, and I immediately hear panic. I presume they call their manager at this point, because I hear them keep repeating "well, she's saying it's not her Switch...but it's not her Switch..." Most concerningly, I hear them say "I can't do that, she's in the store right now." I have no idea if they were being instructed to put me off to get some time to find the device. Normally I wouldn't make that assumption, but given everything that's happened thus far, I'm not even sure what to believe anymore. I'm standing there for an awkward seven or so minutes while another customer looks at me concerned, which, hey, I would be too if I just heard the store I'm about to entrust a device to lost someone's console.

Eventually they do find it, and I can identify it with the large sticker I've placed on the back. They apologize that they couldn't help, I tell them it's fine, and I leave. I'm not about to take it out on some employee who probably has no involvement in what's going on.

I have absolutely no idea what happened here, but the organization of this store is highly concerning. You have someone marking that they've talked to customers that they haven't, absolutely no status updates, and devices with the wrong customer names. This is what my fifty dollars went to.

It goes without saying that I would never entrust a device to this company again.

EDIT: If you really want to make a customer feel like they're being taken seriously, might I suggest actually responding to the review, and not plugging "write a polite response to this upset customer review" into ChatGPT?...

I went to this place to have my IPAD repaired. Front desk guys were nice and they seemed to know what the problem was and said they would try to fix it. They gave me 20% off for joining the Asurion home tech insurance, which I thought was great as I could Cancel anytime. Anyway part of that monthly fee is being able to clean desktops diagnose slow computer etc. so I took advantage of that free service and brought my iMac in. So I finally get the IPAD and he says sorry I left some hair under the screen I’ll take care of that. Unfortunately the original problem on the iPad couldn’t be fixed and I don’t fault them for that. I come back after a few days and I get the iPad back and it’s dirty. You would think they would at least hand the item back with a quick clean of the screen to make their service look good. I take it home and notice there is new dust particles under the screen! If they had taken the time to clean the screen they would’ve seen it so no quality control. I take it back and the guy smiles and says I’ll get it fixed up in 45 min. The iMac was “serviced” with nothing about what they found or why it was slow until I asked them specifically what was wrong and he says there were a bunch of updates pending which were done, couldn’t find anything else. Just like the iPad the screen wasn’t cleaned and looked dirtier than when I gave it to them. What happens when I plug the computer in at home? It needs an update of the software and other updates. So I have no idea what they did. At least it was free. But I have a feeling they rushed it because I was calling for a week to ask what was going on with the computer. I think maybe each store is different with who it is manned by, and they say they are short staffed. But when I call about my computer or product and they cannot find it, it’s a problem. When they are complaining to me over the phone about how someone should’ve put a work order on it etc…. It’s never good for employees to complain to customers about the problems the store is having. Overall not a professionally run place, and they could take more pride in the end product. Heck at least clean the item off before you hand it back to the customer. I would not recommend this particular store. I use Asurion thru Verizon and it’s always been excellent but I think the individual stores are...

I’d like to begin with a resounding “thank you!” and highest accolades for uBreakiFix associate Janice at Pittsford Plaza location, for her immensely patient and informative assistance yesterday evening.

My dad and I dropped in for a liquid glass service on this rainy evening, but Janice’s welcoming demeanor immediately shone a ray of light and warmth towards us.

I’ll be the first to say it - I can be a bit tiresome as a customer, always full of questions and tangential commentary - as a service industry worker myself, I recognize this attribute and try to keep myself in check. No one wants to be the extra burden on a captive worker (most of all as we approach holiday season!)

Yet throughout our visit, I felt genuinely accepted and Janice encouraged us both to speak freely; she indulged our technological curiosities and was eager to discuss the nuances of products such as the liquid glass procedure - in addition to contributing her own ideas when I prompted a discussion on industry issues like “e-waste” and reducing our tech consumption as a society.

From an objective, service-based standpoint: we loved Janice’s ability to multitask, typing away at the computer & moving things along, while answering our inquiries thoroughly. We found it thoughtful how she offered different options, outlining each in a way which helped us make the best decision for our own personal preferences and budget. It was also cool to watch her apply the treatment right at the front counter! Usually our devices get whisked away to the back room for repair wizardry, so we enjoyed watching the magic happen :)

My dad was tremendously satisfied with the technical quality of his service, and the discounts she was able to apply as well (thanks so much!!) The entire drive home, we both remarked on her incredible attitude: the optimal customer service blend of intellectual aptitude matched by equally congenial personality.

Wow, Janice! “You go girl!” doesn’t begin to cover it, but these words do summarize our sentiment of appreciation and respect for you: as both an employee and an individual, you are marvelous!

Keep up the great work, Pittsford team! Please pass our gratitude on to Janice - though we’re sure you’re already aware of how awesome she is 👍

All the best, Diana and Jame Gaston...