I brought my Dell notebook to uBreakiFix on 12/15 after it fell from a table and damaged the charging port. I was charged a $65 diagnostic fee and told the repair would be completed in 5 days. I made it very clear this was a work computer and that I needed it back as soon as possible. When I returned on 12/20, I was told they had lost a part and would need to reorder it. I was never contacted about this delay -- I had to drive there to find out. Over the following weeks, I called the store more than 10 times and made five separate trips trying to retrieve my computer. Each time I was given different and inconsistent explanations, ranging from lost parts to difficulty obtaining them. At one point, a technician even told me he "had eyes on the parts," which turned out not to be true. After weeks of delays, poor communication, and no clear answers, I finally lost patience and demanded a refund of the diagnostic fee and picked up my computer unrepaired. This experience showed a complete lack of organization, accountability, and respect for a customer's time--especially when dealing with a work device. I would not recommend this location based on my experience. read more

On 5-6-2024 I drove my grandson to Gainesville Ga store to have the HDMI port repaired or replaced. The repair sheet quote stated $100 for cleaning which customer refused and $140 for HDMI repair. Estimated turnaround May 21. After several calls over several weeks talking to Chris and Alex they said they would investigate. Never, I repeat never, did either Chris or Alex call me back. Alex even told me Chris was going out of his way to help me. I asked several times to give me the owners name and phone number. He told me it was against company policy and refused. I then asked for the corporate franchise contact and was again told it was against company to give that information. I research who owned UBreakifix and Asurian is the parent company. Got a hold of complaint department and in no time at all they researched and found the Xbox was lost or stolen and sent a check for the price of a used unit through Amazon or GameStop. When we put in the order they required a $70 deposit. It was paid. After getting the settlement I called the store and Alex said he would contact Chris and he would be in touch. Of course he never called. I called again and Chris said he tried to get refund but system would not allow because the $70 was listed as a diagnostic charge. We were not told there would be a diagnostic charge. We were quoted $140, period. They did not fix anything. They want to charge $70 for something that was never fixed. This is wrong on so many levels. I would recommend this establishment be avoided at all costs. Even their own website says free diagnostic, no obligation statement. Check this out for yourself. read more

I could not get into contact with the store after many attempts, and did not receive any updates from them until having to go in person. It took them almost a month to order my parts after I dropped my device off, yet employees had already told me parts were ordered which wasn't true. Several people in the lobby were angry and having the same problem as me. read more

This was my first visit to UbreakIFix for a Samsung manufacture's warranty claim. The claim was for an inner screen repair for a Samsung Z Flip 5. I started my visit with an appointment for 7/13 /24 for drop off. After a conversation with the technician , he was able to pull up my claim and give me an estimated time frame for the repair, 3-4 days. After the estimated time, I reached out and was told the device needed out of stock parts. I then checked the following week for another update and was told they were still waiting on parts. I then visited the store for an update later in the week and was told that upon reassembly the repair the technician had damaged or broken the cover screen of the phone. At this time I was without a phone for two weeks. I made the technician aware my spouse is pregnant and I do need the phone to make sure she can get in touch with me. The technician indicated they need to order parts for the cover screen on my phone. I was told that the parts could take an additional week. I waited for an additional week and the following Wednesday I called in-store for an update and I was told parts are still on order. I waited till the weekend and was told it would be an additional two weeks after the front cover screen parts had finally came in .But the device had not been worked on. At this time all the parts are in the store and the repair was 4 weeks from the original drop off. Frustrated, I proceeded with follow ups for two additional weeks, with each update being a different story by the technicians. Explanations from the technicians ranged from stating the device is disassembled and opened, but just needs work, the original service parts and the additional service parts are needing to be reviewed for having different information on the needed repair, to stating the phone has all the parts it just needs to be worked on and the most frustrating statement the phone will be good to pick up the next day or a specified date. During my follow ups I was also made aware the technician was by himself and has no other associates to help. I then reiterated my wife was pregnant and due soon and the phone needed to be completed. There was no urgency for the repair . I was told the phone would be completed and ready for pick up on 8/24 /24. I waited 6 hours from around 1pm to 6:30ish. Around 4pm the phone was finished ; however the phone was calibrated/working fine, but the system was not recognizing the calibration .I left the store disappointed and upset after being told a sprinkler ticket was made for Samsung to reply for the phone release after the calibration process. My wife who at this point is 39 weeks pregnant went to the store with my mother-in-law twice to help get the phone. They had to drive an hour to get to the store from Dacula, Ga only to be told the phone would be ready the next day. On 8/27 I called the store to get an update after my mother-in-law stated the phone would be done. I called around noon and was told that the phone would need an additional day or two because to the original parts were different from additional parts. In frustration I told them I would pick up the phone and send it to Samsung. I went after work to the store making the hour drive and was told in a light hearted tone the phone was done. I was told an additional day or two and magically the phone is completed like the conversation did not happen. I felt as though I was being mislead throughout the entire process. The repair took six weeks for what we were originally told would be 3-4 days. To put it mildly, we were very disappointed with the entire experience and would never use uBreakiFix for ANY future repairs. It is beyond comprehension that a company as large as Samsung would partner with such a substandard company. read more