I am reaching out regarding a serious issue involving my Samsung Galaxy S25 Ultra following repairs…read moreperformed at the authorized Samsung repair provider, uBreakiFix in Royal Palm Beach, Florida.
On April 29, 2026, I brought my Samsung Galaxy S25 Ultra to uBreakiFix for a back glass replacement. Aside from the damaged rear glass, the phone was fully functional with no operational problems whatsoever. I specifically chose this repair location because they represented themselves as an authorized Samsung repair center using OEM Samsung parts and procedures.
I paid approximately $110 for the repair and was advised that the device would undergo testing before being returned to me.
When I picked the phone up, I immediately noticed one side of the replacement back glass appeared slightly raised and not fully flush with the frame. I questioned the technician about this concern before leaving the store and was specifically told that this was "normal" because replacement glass would not fit exactly like a factory-installed panel.
Trusting the expertise of an authorized Samsung repair facility, I accepted that explanation.
Over the next two weeks, the same raised area progressively worsened until the back glass began visibly separating from the frame of the phone.
I returned to the store and showed them the issue. At that point, I was informed that the separation was not normal and they agreed to repair it under warranty. I left the device with them again, and shortly afterward was told the repair had been corrected and the phone had been fully tested.
Unfortunately, later that same day, the exact same side began separating again.
After continuing to use the phone during normal daily activities, the loose back glass eventually caught on my pocket while removing the device. Earlier that day I had been exercising outdoors and sweating. Shortly afterward, the phone stopped powering on completely.
Before returning the device to the store, I documented the condition of the phone on video because I was concerned about the repeated repair failures and wanted proof of the device's condition prior to surrendering it again.
When I returned to uBreakiFix, I was initially assured the issue would be handled under warranty. However, after waiting several hours, I was informed the warranty claim had been denied due to alleged water damage.
I explained that this was the same device that had already undergone two failed repair attempts involving the improperly sealed back glass. One technician stated that the phone had arrived sealed and that there was no way moisture could have entered because they had to use a hot plate to remove the back glass. This directly conflicted with the visible separation issues I had already documented.
When I requested to speak with a supervisor or manager, I was initially told there was no supervisor available and that I would need to contact corporate myself. Multiple employees then reiterated that the warranty was void due to water damage, despite the documented history of the back glass repeatedly separating after their repairs.
At no point was meaningful consideration given to whether the failed seal and repeated repair issues contributed to the device failure.
As a long-time Samsung customer, this experience has been extremely disappointing. I trusted an authorized repair provider expecting professional workmanship and accountability. Instead, I have been left with a non-functioning device after multiple failed repair attempts.
I respectfully request that Verizon/Samsung review this matter and assist with a fair resolution, including a review of the repair history, workmanship, and warranty denial.
Thank you for your time and consideration.
Alex Hejazi
Update 5-29-26 have to add photos because google wont allow text
