Samsung announced a Free Repairs for Frontline Workers Promotion offering repairs, up to $279, for…read moreSamsung phones. I called this location first and asked about the repair process and what I should expect since my phone's screen was scratched and the battery not lasting long. I was told that when they repair they screen, Samsung automatically has them replace the battery, screen, glass and some other components for every device. He said the repair would take an hour and they had the parts in stock. Fantastic! Yesterday my spouse and I, both of us work in physical/occupational therapy, brought our phone in to initiate the repair. The gentleman assisting us was told that each of our phones has the same issue, cracked/scratched screen and poor battery performance. We did not need to wait for our phones, and agreed to come back today after 1100 to pick up the phones. My spouse forgot his work ID, which was totally our fault, so we did drive back home to retrieve the ID and bring it back yesterday as this was required to begin the repair. We made arrangements for me to pick up both phones since I was not working today, which was also not a problem. Today I came in around 1300 to pick up the phone. My spouse's phone was repaired as expected, but I was disappointed to find that the screen on my phone hadn't been repaired. I mentioned this to the gentleman assisting me (Will) and he said that the ticket only had the battery listed for repair. I explained that this was not what I communicated when I dropped the phone off and ask how we fix this error (that was theirs). The staff member said he would call to see if they could authorize another repair and proceeded to the back and called someone (I could hear everything he was saying). Instead of saying that they made a mistake, he told whoever he was talking to (I later found out this was Samsung) that I was wanting another repair and they would not approve it. I explained to Will that I expected my phone to be repaired as communicated when dropped off, and their error should not result in additional cost to me. I asked if I could have the number for the regional manager or franchise owner, and Matt confirmed this was a franchise location but they were not allowed to give out the number. He suggested I call Samsung, and I assured him I would be filing complaints with the Better Business Bureau against both UBreakIFix and Samsung seeking a resolution. I also asked if I could leave my information so the franchise owner could call me back at his leisure. I left the store with my phone that was still not repaired, after calling first and then visiting this location 3 times already. (I later found out that Samsung is more likely to makes exceptions when it is the customer's fault.) I didn't want to have to come back, so I sat in my car and called their national customer service number to initiate my complaint and try to get the issue resolved before I left. I was on hold for quite some time, but after the customer service representative picked up and I started explaining what happened, Will approached my vehicle and said he could fix my screen. Great, but why the change of heart? (Will called me later and I found out that the franchise owner had approved the repair before corporate even contacted the store. It also important to note that Will was able to speak with the staff member who accepted our phones for repair and he confirmed that it was his understanding that screens and batteries were to be fixed on both phones.) The customer service person did come back on the line after an extended hold. She told me that she had been able to "review the footage" and saw that it wasn't explicitly communicated by either party what repair was needed (both my recollection and the staff member's recollection conflict with her assessment). She also made a point to say that I signed the nearly 2 feet long receipt which listed the repair and the terms and conditions. I've learned that customers here really need to read the receipt they are signing, no matter how long it takes, because you may have a battle on your hands if a mistake is made. This company must have lots of issues with customer complaints if my interaction with customer service is an indicator. Good companies use common sense to resolve issues, but this company uses recordings that are made of customers and feet long receipts with tiny print to try to deflect responsibility. Overall, I have to say that while in the store and speaking with corporate, I felt like I was the one being scrutinized. I initially rated this experience as 1 star. I have changed the rating based on a couple of things. Matt did call me later to follow-up, which was a positive gesture and a step towards earning my trust. What truly changed my experience, was when the franchise owner called me back and we were able to discuss the experience in detail. I feel like we both had similar expectations and perspectives, and that he cared.

Service was within time given and service was Great would definitely recommend…read more Guys were real nice and helpful

Honest shop, the technician Dan here is extremely knowledgeable and very transparent about the…read morerepairs. I forgot my appointment to drop of my laptop and he still offered to see and repair my laptop the same day. That's the kind of customer service you can expect here. Big fan of the JAGS, and he loves supporting us military folks. Dan you're the man!

We came in today to check if an iPhone was unlocked and although the employee wasn't able to tell…read moreus. He still was very helpful with other things and walked us through settings to configure the phone. I will come here first if I event need anything. The employee couldn't have been nicer to us.

Excellent service! Promptly replied to my texts and calls. If you're in the market for computer…read morerepair then I would recommend Thomas. Great customer service, also. He was able to get my son's computer up and running in no time.

Thomas does outstanding work!!! He is reliable, kind, honest and has great prices. He is more than…read moreknowledgeable and well versed in his expertise. Not only that, but the turnaround time is quick as well. Don't waste your time and money at these major chain stores. You will not regret contacting him for services. His services are a 10/10 hands down. I can't thank you enough for the help, Thomas!!

Russell Sweet has been repairing my computer for a good 10 years, and at prices that (even I) can…read moreafford. Today he replaced a hard drive for a little over $250 after coming to my apartment. I no longer have a car. One time he brought me a new laptop and set it up at a Rehab facility, again for a good price. The printer and computer are working well and running SO FAST!! The two negative reports out of a dozen or so raves are anomalies. Read them all. Thanks, Russell! Lucy W.

Took a couple drives that were not running. Told they could read the drive w software and retrieve…read moredata. Then came the bait and switch... wanted $900 to send to a 3rd party they said could read the drive? what a scam. Buyer Beware!!!

Mike is very experienced and professional. he repaired our computer in timely manner at good cost…read more will use for all my computer needs.

Mike R. Was very knowledgeable, explained each step and made sure we were completely satisfied -…read morewhich we were!

went in today to have them find a problem with my phone, where the music was breaking up when…read moreconnected to any external device. After paying $120 up front, I was told that he "listned to my music" all day, but could not replicate the problem. I asked if they were still going to charge me the $120 when they could not find the problem. I was told that the diagnostic fee was unrefundable. Do not plan on doing business with this business any longer. A few years ago, the customer service was great. Not so much any more...

Great people. Very knowledgeable. Fixed my iPhone screen within a couple of hours. They sell tons…read moreof phone/iPad/computer accessories also. Will be my new go to.

My wife's computer suddenly would not boot up or even come on one morning. I suspected the power…read moresupply, but finally I was able to eliminate that piece of equipment. I decided to come to Dr. PC based on reviews and I must say I was not disappointed. John Olsen (the Owner) was a joy to work with. He quoted my a reasonable fee upfront and diagnosed the issue within a couple of hours. He advised that the motherboard had given it up and offered several different boards as a replacement, all very high quality and reasonably inexpensive. After a full day, he installed the new board, reinstalled the operating system, loaded all necessary updates, and made sure everything was working properly. I highly recommend Dr. PC for your computer issues. He went over and above and charged me his original quote. You'll get the best bang for your buck at Dr. PC.

Issue with my bios system so I could add my SSD in but he fixed it for me and added the SSD !!!read more