uBreakiFix - Phone and Computer Repair — Local services in Wichita

STAY AWAY!!! These guys are dishing out abysmal repairs, (and taking forever to do so), while having the most appalling customer service you’ve ever seen. Truly a dishonor to the renown uBreakiFix name and the manager without question should be fired!! I’m terribly disappointed, after waiting over 2 months for my laptop screen and battery to be replaced I was sent home with a brand new screen that the web camera was not turning on (not sure if it was defective but at they certainly hadn’t even bothered to check it for functionality before sending it back) and then their brand new battery completely failed only 4 days later! Pretty sure they bought me generic parts from China and not OEM (which may explain as well why it took them so freakin long to get it done - that they were waiting on it to arrive from overseas). Sure, when I talked to them they said they can fix everything for free, but as a busy professional that’s of little comfort considering the terribly huge waste of time it has been dealing with these guys. Seriously two months to the day and how much longer do you think I’ll have to wait now again for the second repair?! I’m so annoyed to be without my work laptop for so long while they worked at the speed of a concussed turtle. They also told me they had broken a circuit board in the laptop while attempting the screen and battery repair which caused ANOTHER delay replacing that which they gave me a measly $75 credit for as an apology on my $500 repair. Ummm, guys, you are supposed to be fixing my stuff, not uBreakiBreak it even worse, just sayin’...

The staff in general seem good hearted and friendly but are careless, likely from lack of training by the manager, for example, they will tell you at drop off that you will get a year warranty on the repair but when you go to pick up and pay they will tell you, oh, it’s actually only for 6 months. I’m choosing to believe it’s simply careless or ignorant and not outright sleazy but things like that still do make one wonder.

And during repair nobody seems to have a clue what’s going on with the status of the repair, I called around two weeks after drop off to see approx what day it’d be done by and was told oh, the guy at the front desk is new and hadn’t logged in the repair correctly into the computer (and they call themselves computer technicians?! For crying out loud!) so they hadn’t even started on it yet. Then you will call them again for status updates (otherwise you’ll go literally entire weeks without hearing anything) and will be told the manager will call back later that afternoon (they straight up told me that he’s not even at the location - and apparently he was the only one that could tell me what was going on with it?) which results in a callback THREE DAYS later. I am not kidding, I called Sunday and they finally got around to calling me back on Wednesday. ?! Whoever the manager is, he needs to come back from his little vacation, get a grip on things, train the staff better, oversee quality of work done, and improve the customer service significantly.

I am so puzzled at how this location got any positive reviews... Please do yourself a favor and take the time to make a longer drive to go to the other uBreakiFix location, cause this one is an absolute NIGHTMARE and everything about it was absolute chaos. You have...

It’s always a red flag to me when a business has predominantly one star and five star reviews. All of the five star reviews must either be fake or the people leaving them must have had the most basic issues. Nothing else could explain the disparity in the reviews. How can a business give half of the people five star service and then the other half one star service. It just doesn’t add up. But I will leave this review about my own personal experience. My hard drive on my laptop crashed and I was given the runaround pretty much from the start. I was directly lied to by multiple people on the phone: they said they had to order parts, they said the part was ordered, and on its way, then they said the part hadn’t been ordered yet, they said they tried to fix the issue with a part they already had in the store… ultimately they were in over their heads with a basic hard drive replacement. After weeks of failing to diagnose or fix my issue, they finally said they couldn’t fix the issue and had to send my laptop off. The company they finally sent my laptop to was able to replace my hard drive, but then they just threw my old hard drive in the trash. I wasn’t even given the option to try to take my hard drive to somewhere to have the data recovered. They said because the hard drive crashed, the data couldn’t be retrieved. This is simply not true; there are many places who specialize in this kind of thing, and had I known that this store was so incompetent I would have just gone directly to another company. But by the time the issue was diagnosed and corrected, they had already thrown away my hard drive and removed that option For me. You will notice that all of the negative reviews have a canned reply comment saying to call an 800 number. So I did that immediately after finding out what they had done. I was given a check from Assurion (sp?) for $65 to make up for the fact that they threw away irreplaceable data and didn’t consult me before trashing my hard drive. Just $65 for this colossal failure on their part. This company is being bought out by Assurion, but unless they fire everybody at the store and start over, you can expect issues like this to persist. I’m not even a computer guy, I have zero technical knowledge, and I had to walk one person through set-up steps once my laptop was repaired and sent back to the store. These people are incompetent, understaffed, and some of them will outright lie to your face. Just know what you are getting into before going to the store. If I could give it a negative...

The good: I went because I damaged the microphones in my iPhone 8 with compressed air. They fixed my microphone issue and were very accommodating and communicative every step of the way. I honestly can't say enough good things about the customer service that I received. I received great service whether I was a walk-in or an appointment. They took responsibility for everything that went wrong during the repair process and dealt with things in as timely a manner as possible. They provided me with a loaner phone during the time my motherboard was sent out for repair. I fully believe they'd look into the signal issue if I went back again.

The bad: During the replacement of the dock to fix my microphone issue the motherboard and screen were both damaged. The motherboard had to be sent out for repair, which took a week. The replacement screen was not a factory part and had a small distortion in the corner. The dock was not a factory part and failed after about a week. The glass later cracked, and I suspect that it was more fragile that a factory part, but it's impossible to know for sure. Since getting the phone back I have been getting noticeably worse cell signal. My call quality is poor and calls keep dropping. I believe this is related to the motherboard repair. At this point I've made 5 trips to the store, which is a long drive for me, over the course of a little over a month. While my phone is with them I have no phone or internet access. I've decided that my time is too valuable to keep pursuing this path.

The ugly: In the end, I've decided to replace the phone. In all truth, I don't blame the repair facility, I blame Apple. Apple refuses to supply repair parts and information to facilities like this, forcing them to source aftermarket parts of unpredictable quality. They were honest with me from the beginning. I forget exactly what it is, but they have some line the use about how they essentially use apple parts when available (usually not), and otherwise use the best aftermarket parts that they can get their hands on, but it's just too hard to know what...