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Business Profile

Cell Phone Repair

uBreakiFix by Asurion

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Repair.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 25, 2024, I paid $54.49 to uBreakiFix for a cleaning service to address overheating on my 2019 MacBook Pro (16-inch, ***** Core i9, 64GB RAM, 1TB SSD). Before the service, the laptop was fully functional with no issues beyond overheating, including the keyboard.After retrieving the device, I encountered the following issues:The overheating problem remained unresolved, indicating that the cleaning was incomplete or improperly performed.Within 89 days, two keyboard keys (D and E) began to malfunction intermittently, an entirely new issue.These issues strongly suggest that the service caused or contributed to the new keyboard malfunction, possibly through improper use of compressed air or static discharge. To prevent further damage, I left the laptop in the stores possession.The business initially claimed they performed a thorough cleaning, including a thermal paste check, but later denied performing this step. They also claimed the damage couldnt have been caused by their service because no components were unseated. However, these statements are inconsistent, as they opened the device twice: once to access the fan and again to check the keyboard connection.I contacted corporate to escalate the matter. The case manager acknowledged my concerns but only offered a $50 refund, which I declined as inadequate. This resolution does not address the damages caused to the device or their warranty obligations.I am requesting:A full repair addressing the overheating and keyboard issues, or A replacement of like kind and quality (a MacBook Pro meeting or exceeding the original specifications).Given the high cost of my laptops configuration and its essential role in my academic coursework, I need a resolution promptly. The businesss failure to provide a sufficient resolution has caused significant inconvenience and potential financial and academic harm.

  • Initial Complaint

    Date:05/07/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took my phone to Ubreak I Fix at ********************** in ********** ******* on Feb 17,2024. Paid 300 and The agent talked me into getting this special screen Asurion offers and stated it was the best so I went with it. Well April 19 I dropped my phone and the entire screen went black. I called UBreak and he told me to bring it in. After getting there he informed me that they could not cover it due to the minor Crack and the bottom right side of the phone under the screen protector I purchased from them. I said to call the manager cause there is no way that such a small Lil Crack in the bottom corner of my phone caused this. The manager immediately said no the warranty could not cover it. So I called corporate and they say they are escalating it to a case manager but I haven't even received an email. I have called yesterday when I dropped the phone off and twice this morning. I called back to the store to speak with the manager myself. The manager is never at the store as well. He had to call him yesterday as well. So I have called around and everyone is saying the same thing except ubreak I Fix. The tech keeps saying that the new ******* s24 ultra screens are thinner so yes they did give me the best screen protector but it's not guaranteed to fully protect the phone due to the screen being so thin. But upon me initially purchasing it was the best option and I would have no worries. But i have been told by numerous phone repair people that such a minor Crack shouldn't have caused the entire screen to go out. And it's where the screen protector is. This has been a nightmare and I have used this company many times and this is the first time something like this has happened. They have not tried to do anything to help me out. It's literally been 2 months since I took my phone in for repair and now a scratch not even as long as a rice grain caused the entire screen to go out. I think not. So I have requested they put the old screen back on and I will go elsewhere.

    Customer Answer

    Date: 04/22/2024

    Date of service was April 19th. There was no id number. The phone is a ******* Galaxy S24 ultra and the phone number is ************

    Customer Answer

    Date: 05/18/2024

    Yes I was able to get this settled with corporate

    Business Response

    Date: 05/21/2024

    Good Afternoon, 

    The *** Panel is a very thin layer which is incredibly sensitive hidden behind another very thin layer of glass. If you were to make a very minute scratch, dent or any deviation in the perfectly flat surface of the *** it is very possible to cause severe damage whether multi-colored lines or entire screen blankness. We see issues with all ******* ******** models where small cracks cause entire displays to go out, quit responding to touch or even boot loop thet phone. 

    UBREAKIFIX By Asurion offers a 1 Year Warranty on all repairs (Excluding Liquid Damage or otherwise notified) for the parts that we replaced. This is to help avoid customers having to pay for multiple repairs for manufacturer defect. Physical damage to the device per our ********************** Website voids the warranty and we are unable to replace physically damaged parts under "warranty".

    Please See Attatchment:
    This customer escelated the situation with out **************** and was offered a courtesy $100 credit and was informed again on what the **** Warranty does and does not cover. 

    Customer Answer

    Date: 05/21/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *******************************

uBreakiFix by Asurion is NOT a BBB Accredited Business.

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