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Business Profile

Electronic Equipment Repair

uBreakiFix by Asurion

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Repair.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:10/03/2023

    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.
    In July 2023, I dropped my *** console off for repair, because the hard drive would not store information. It would turn on, but just kept reading a error message. I was told it would be ready in approximately 2 weeks and they would call me. I called in mid August and did not get a response and finally on September 11, 2023 from a ********, stating that my *** is ready for pick up. She did state that the location was probably going to be closed, but they were open for device pick-up 10am to 5pm. So, I drove to the store on September 16th, and the door was locked with a sign on the door saying closed, but to 1. text a number or 2. call this number. I text and received no response and I called the number provided and the mailbox is full, so the line just disconnects. I tried calling another store, but they were unable to assist me and couldn't provide a alternate number or corporate information. I have not paid them anything at this point for their service, but I also do not have my item and have no way of getting it. I would just like my *** console back or for them to pay for me to get a new one.

  • Initial Complaint

    Date:05/31/2023

    Type:Product Issues
    Status:
    Answered
    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 had an issue with my **** series * and its hdmi port. It looked like the HDMI port itself was damaged and I knew I wouldn’t be able to fix it myself so I got it serviced at the UbreakIfix in Wyomissing, PA. When I brought it in for them it took roughly 2 weeks after being told it would only take the weekend. When I came back that weekend for my **** they told me it would take another week as they were waiting on a shipment of Original **** series * HDMI ports. I received no communication. When I picked it, the **** worked for about 1-2 weeks until the HDMI port gave out again. I was unable to get it back to the shop because at this time I became a full time student at University and was working a job on top of this. The second time I went up. They were going to fix the hdmi port again since it was under warranty and it would even take a week. But once again it took almost 4 weeks with absolutely no communication. At first the person who did the repairs was unavailable. No communication that the repair was going to take longer. Then I called again to get an update and then said it would be ready within a few days. A few days past by and I call again, this time they are saying there is something wrong with the motherboard that would’ve been caused by moving the **** and that this issue is not covered under warranty and that I should be being charged another $200 but they are “doing me a solid” and only charging me $50. I want to mention they went in and did this repair without contacting me first. They just went in and fixed an issue that I was unaware was there. They also accused me of breaking the motherboard inside the **** from moving it which is just false. As I previously mentioned I am a full time university student and have a job as well. I do not have that much free time to play games and it was just sitting at my desk. When this happened I got a case manager because I felt like I was being accused of something I didn't do.

    Business Response

    Date: 06/14/2023

    I am one of the owners of the Ubreakifix store  and received this letter.   The customers account is very close with the exception of we left several messages for him with updates on both occasions he brought his device into the store.  The first repair was only the HDMI port and mother board was not compromised.  The second time he brought it in if it would have been just the HDMI it would have been covered under our store warranty.  Therr was further damage into the mother board and therefore it should have been a $200 repair and because of his situation we did not charge him for the labor on the second repair and only charged the customer $50.  This was trying to stay inline with our customer service.  If you look on ****** we have plenty of 5 star reviews and very little bad reviews.  We take this seriously because it is a factor in driving business our way.  Of all the negative reviews a lot are not even customers in our system. I respond to all reviews online or not and try to make the situation right.  In this case i feel as if we already did make it right.

    Sincerely,

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

uBreakiFix by Asurion is NOT a BBB Accredited Business.

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