My review was initially going to be one star, with a note that it meant less than one star. Then Matt W. single-handedly turned that around. Back-story: I had brought my phone in to have the charging dock replaced. The young woman at the counter assured me that my phone would be fixed and ready in a couple days. I asked if they could mail it. She said no problem, they'd mail it to me free of charge. After waiting over a week, during which time my backup phone's functions were also degrading, I became more and more frustrated, more upset, more agitated. I finally called to find out what was wrong and why hadn't I gotten my phone back yet. When asked how they could help me, I said that they could help me by getting my phone back to me. I gave my name and the information about my phone. They told me to hold, and put me on hold. The next person I spoke with said they were looking for my phone, trying to find my phone. I became even more upset and said "You guys lost my phone?! You don't know where my phone is?!" They said they were looking for it and put me back on hold. The next person picked up the call and said they had my phone and told me it had been located in the "Out" box. I thought, okay... that must mean it's going out... I asked if it was fixed. They told me that no, it wasn't fixed yet. He said they had had to special order the part, it had finally come in, but the technician couldn't fix the phone because now they needed a special glue. I about came UNglued. I exclaimed about them being a business for repairing cell phones and they didn't have this glue?! He said yes, it was a particular kind of glue and they'd have to order it, so it would be another week. I said I wanted to just come get my phone and have it fixed by someone else. I admit it; I was aggravated and snarky. He put me on hold and then Matt came on the line. Matt is the owner of Cracked Wireless. He is also the repair technician. I was still fuming over the lack of courtesy and poor customer service, the lack of any communication. He was abrupt and confrontational, bordering on rude. I remained on edge and seething, upset that my backup phone was breaking down and my new phone still wouldn't be fixed for another week. I repeated my disbelief about them being a business for repairing cell phones and they didn't have the parts or this special adhesive. He was not repentant or conciliatory. I finally said I wanted to pick up my phone and have someone else fix it, and that I'd be sure to put a negative review, "along with the other 214 bad reviews" online. He said okay but there weren't 214 reviews. I had made that statement in the heat of the moment, being unaware of any reviews for CW, be they good or bad. We hung up, me still fuming and unhappy. I calmed down after a while and reflected on the exchange. I was regretful of my aggression and hostility. It wasn't Matt's or his staff's fault that my phone is several years old, and parts aren't as readily available as they are for newer or more popular models. I called CW again and apologized to the employee who answered the phone. I asked to speak with Matt again, and was placed on hold. Matt picked up quickly, and I apologized to him as well. I told him I was still frustrated and worried, but I understood about my phone being older and parts being more difficult to obtain. He said he had been planning to call me back as well to apologize. He was actually able to somehow find some of the special adhesive and complete the repair. He said it was in his hands right at that moment, charging as it should. We both talked about our experience and agreed that neither of us had made the situation better. He then made two statements, offers that utterly reversed my opinion of him and his company. To make it right for me as his customer, he would make sure my phone was delivered to me that day. It was almost 4:00 p.m. at that point. He then said he would give me a discount for the unexplained delay. Believe it or not, Matt personally delivered my phone to me, and gave me a receipt showing a large and generous discount. We shook hands and I told him I still planned to do a review, but now it was going to end on a positive note. After getting my phone personally delivered by the owner, and receiving a very generous discount for the unexplained delay, I was very relieved and happy. That got CW five stars. However, because Matt and his staff do still need to improve their customer service and communication I deducted one star. If I have ever again need of cell phone repair services, I will give them another try... read more

My son's iPhone 7 charging port was not working and slowly deteriorated until the point of not working at all. I called first to see if fixing a charging port was something they did. They were very polite and helpful on the phone. Brought it in this afternoon. The wait was short. He was very professional and helpful. Took a look at the phone, saw it only needed to be cleaned out and fixed it on the spot. I was in and out in less than 10 minutes. The drive from Eagle River was worth it. Make sure you go to the new address at 8130 Old Seward Hwy Ste 104. This will be my go to for cell phone repair in the future. read more

Cracked wireless is an awesome place to get your phone or electronic devices fixed. Great customer service and professional work. We've been coming here for a few years now when our kids need their screens changed. read more

I was not impressed with the owner's attitude when I called about my iPhone 3GS needing the screen repaired. He told me he could fix it and was willing to meet me somewhere since he only is at the kiosk for a few hours. I told him where I worked and he said he'd be happy to meet me there and to call him later. When I called him later, he started to blow me off. He said he was busy unlocking a phone for someone and to call back in a hour. I called him back in a hour and he started stuttering and said he could not fix my screen because I had the newest firmware. I told him that didn't have anything to do with the screen being broken. He then asked me if my phone was jail broken. When I said no, he said he couldn't fix the screen because of the firmware. When I asked him how long it would be, he told me a month. Horrible customer service to someone willing to pay for a service asap! read more

The staff at Cracked Wireless were super helpful with an issue I had, and went above and beyond to help me fix it. I will definitely be a repeat customer. read more

I damaged my 9.7" iPad Pro screen and needed to have it fixed prior to leaving Alaska on a trip a couple of days later. I dropped it off in the morning about 10AM Friday. The store rep said they didn't have the Apple replacement glass in stock, but would get one by the next day (Saturday) and then they could fix it right away. Surprisingly they called me at 2:11PM (Friday) and said they had replaced the glass and my iPad was ready for pickup. One of the store reps said they did had the replacement glass afterall. Thanks so much for the prompt turnaround. read more

Cracked Wireless saved the day! Apple store told me my iPhone 6 Plus was dead as a door nail and my data couldn't be recovered. GCI rep referred me to Cracked Wireless and an hour later I had a fully functional phone. Admittedly, he's not the most personable guy but he got the job done and I'm thrilled to have my phone back. read more

Cracked phone screen replacement. Done in 10 minutes and not that expensive. Kinda creeped out by a the owner or other person in the back , not the sales person at the counter. Idk but I ran in and out and was hesitant about unlocking my phone and leaving it to openly view. Not that it had anything to see but ....just hope they give everyone the same quick service and they were just being nice .... Over all happy with the fast service. read more

I needed a charging port replaced on a Samsung Galaxy Note 5 but encountered problems with Cracked Wireless: --Part not on hand --Part could not be shipped second day air--arrival would take 6 days. I decided to order the part myself and have Cracked install it. --Dimond Mall location closed on Mondays and Tuesdays but this information wasn't available on line or on their phone message. --Dimond Mall location lacked information on hours of operation. --5th Avenue location is a long drive from my home and with metered parking only. I used a parking structure and had to drive to third level and then ride elevator to get to shop. --Work not completed the next day as promised. --Poor communication between receptionist and technician. --No work order was ever filled out. --Technician didn't let receptionist know why the work couldn't be completed. --Receptionist couldn't tell me how long it would take for the work to be completed. --Receptionist couldn't get this information from her boss. He was on an airplane and not responding to text messages. --I wasn't given guidance on what part to order and so order the wrong part. This was probably why the work couldn't be completed, but I wasn't told. I retrieved my phone and took it to a different business for repair. They identified the parts needed and are having them shipped second day air. read more

I went in there to consider buying a case phone case and I wanted to look at it first to make sure that it was in good shape and it was one that I would like on my phone. The clerk wouldn't allow me to take it out of the package claiming that they can't resell it if it's been looked at. The package wasn't even sealed. all you had to do is pull it open and close it again. There would be no evidence of it having been opened. Unless they change their policy, I wont be purchasing anything from them. read more

A total lack of customer service and value to a customer. Not very knowledgeable answers about service, product and repair services. I called to ask how much to replace a phone battery and the answer they gave me was exactly this; "umm, like a hundred dollars..." I said, what you mean like a hundred dollars? His response was; "my boss isn't here now so I gotta ask him". That's it. Red flag! never again! read more

I couldn't believe it when my nearly new iPhone flipped out of my pocket and into the water when I was putting my jacket on! It seemed to work ok at first, but when I put it in the dock it wouldn't charge. I know enough about electronics to know that something had to be done right away, especially since the phone is indispensable in my business. CW was recommended to me and I drove an hour into Anchorage to get it checked out. When Matt overheard what had happened, he took it out of my hand to work on it immediately, while I waited. I was much relieved that it was just some little part of the dock port that shorted out, and was easily replaced for a reasonable price! I was thankful not to have to replace the phone, or worse yet, redo all my apps! Highly recommended! read more

I just received fantastic service from this business. They are fast, courteous and competent! I will be back! They were able to recover information from my phone that AT& T could not. read more

They fixed two different phone screens for me. Didn't have any issues with either one.

Called to get a price on a Samsung 8+ screen repair, was told I would get an answer asap, well 5 days later I got that answer, horrid customer service and the price wasn't right either. They don't even know their product thoroughly or back order turn around time. The owner needs to seriously retrain his employees. This business is sloppy. You have been warned. read more

My initial impression with this business was rough, I had my iphone repaired there, and it had a few new issues afterwards. I initially dealt with a few younger employees who seemed inexperienced and complicated my situation even more (hence the 4 stars instead of 5). But once the owner Matt caught wind of my situation, he went above and beyond to rectify it. Cracked wireless took a little more time than I desired, but in the end they took great care of me as a customer, and replaced my "lemon" phone with a brand new one. After my experience my impression of this business and the owner is that your satisfaction has a customer is extremely important to them. I will definitely do business there again, as well as recommend this business to friends and family. read more

As of May 16 the store couldn't tell us where the mini was at. After several phone calls we were able to determine when it was shipped. On May 20 Matt had an employee run up and check at their shipping Post Office. That PO called our PO and discovered the package had been sitting on a shelf here and they had failed to place a yellow slip in our box. The mini was in great shape and Matt did provide some upgrades. Hopefully as time goes on the store will have an easy way to reference where each device is. Perhaps a logging system. Matt was responsive and takes pride in his work. read more

I had a great experience from this shop. Fixed the back of my phone, new camera and lens, and I also bought a new phone case all for a sweet deal. Thanks Matt, and next time I will stay off youtube. Lol. read more

Bought an iPhone headphone adaptor for $20. It didn't work. Went back and exchanged for a new one that seem to work. It stopped working the following day, after I left Anchorage. They seem to buy and repackage very low quality products. read more

We took my sons iphone to the apple store and after 7+ hours they could not fix it. We took it to Cracked Wireless and they had it done in less then 1/2 an hour. it did cost a little more but a lot cheaper then the phone that the guy at the apple store was trying to sell us since they couldn't fix the phone. read more

Went in to buy a used iphone from them and the girl at the kiosk was on lunch. We had spoke on the phone and she was short and indifferent as far as when she would be back. Why I expected anything different in person is beyond me. Killed some time walking around the mall and saw she was finally back, so I headed down. She was too busy chatting with her friend to even offer any assistance to me and the other person waiting for help. After waiting a good nine minutes browsing the phones and seeing if she would finish up with her friend I asked politely to see a phone. She acted as though I was causing a major inconvenience for her. Each step was made a hassle as any questions about pricing and policies were met with a cold, short response. I needed a phone by the following week and the prices weren't bad so I picked one out and bought it. You can see where all of their phones had been opened up so I grabbed one with minimal scratches. Months of using it has proven it works okay, but every time I put it in my pocket the screen won't work(stays black) and I have to plug it into a power source and restart to get things going again. It seems as though this is triggered by the iphone reaching a certain temperature, which is warm but is never unusually high when this problem occurs. Just be sure you really examine whatever it is you buy here, maybe have a knowledgeable friend come with you. Good luck getting any customer service. read more

I was given a pick up time of 5pm when I arrived at 6:15 I was told they were running behind and they needed an additional hour, there was one more phone ahead of mine. I told the two girls at the counter that it would have been nice to receive a call telling me they were behind. I told them I'd do something different and to give me my phone. Mysteriously when they went to the back to retrieve it, the tech had it open and they couldn't give me the phone until it was done. I decided to wait. While I was waiting a woman came in claiming to have found an iPhone in a bar and asked the employee how she could make it her own. With no questions asked the employee took the woman's 50.00 disposable phone and switched the SIM card with the iPhone and coached her on additional steps she could take to switch her apps over. I asked can anyone come in and claim to have found an iPhone and you'll help them out? I wasn't given an answer. Poor business practices shady employees. read more

This is the guy that said I had to pay $160 for a new screen for my iPhone I dropped after he took my phone apart. I told him I was going to go to AT&T to see if I could upgrade instead. He said he would leave my phone up at the counter for me and offered $40 for it. When I came back from AT&T my phone was in the back with him and it was missing screen display parts that it had before. read more

OK so I went to cracked to replace the screen on my 6s. 149$ up front. then he called and said he needed to replace the camera. another 130. well they replaced both cameras. Whatever. A Day late. no mall discount as I work in the mall. The dude was appalled I had asked. I get the phone home for two days and it gets stuck on an ap screen and fries out. I take it to apple store. they advised me of switched home button. I didnt switch it. only place it was out of my sight was at cracked wireless. Apple store advised me not only did they switch my button (which was totally fine) but another board as well that directly affected why the phone is now 86. I could have bought a brand new phone. The dude was totally rude to my wife and denied swapping parts. IF the phone was with me from the time it was out of the box and only out of my sight then why would the dude lie to me? Terrible experience. Waste of money. Doesnt stand behind their product. I cant wait to tell everyone i hear about having phone problems to steer WAY clear. read more

I paid $350.00 to fix my Phone and I got back a Phone that didnt Turn on or Work,when I return to see if they could look at it,They had it for 2 weeks and when I got it Back it still dont work??So why did I Get Charged $350.00 ??Just to put in a New Screen??I could have Bought a New Phone for what I paid for a Repair that didnt Repair anything!!Be careful About Paying for a Service up Front before your Repair..You may Get Screwed out of Your Money!! Would Never us them again!I manage a Large Company and our Policy is if we cant provide a Great Service and Repair on Products?We dont expect the Customer to Pay for it.Thats why we employee Certified Technicians!!!!!! That do it right the 1st time and dont just say SORRY! When we cant Deliver on what we sold without any Refund.Very Bad Service!! read more

It was the worst experience ever. My girlfriend dropped her phone in water. I told her to turn it off and take it to Apple, they could do nothing so we went to Crackhead wireless. They told us they could give it a chemical wash and that it would be about an hour for $65. Anything to make sure no water got in. When we went back to pick up her phone the infamous Amber whom you may have read about in the other complaints about this business and yes she is that rude she told us that it would be 24 hours, after establishing what time they close the following day she informed us that it actually may take from 24-48 hours. It was a Sunday and I came back ten minutes before they should have been closed and the doors were locked up tight. So the next day I came in to check on the phone of course it wasn't ready and when I was asking questions about the process and what the "techs" were actually doing with the phone Amber was getting nervous and couldn't tell me much other than the phone would need a new screen because it had lines in it. When my girlfriend called about the status of her phone a few hours later a female let her know that it needed a new battery. After multiple failed attempts to talk to one of the "technicians" or the owner to get more of a professional diagnostic about what was actually going on with the phone the female on the line was obviously getting angry and some words were exchanged. After a half an hour or so I received a phone call that my girlfriends phone was ready and there will be no charge for services. "We would just like you to pick up this phone." After checking with my girlfriend to see if the phone could be released to me I left with the phone and paid nothing. The phone works perfectly fine to this day. There are no lines on the screen and the battery charges and works perfectly fine as it should. My theory is; either the girls up front are telling people their phones are needing things and pocketing the cash (so pay with credit) or the business is doing this which leads me to believe that they are training their employees to tell customers there are things wrong that need fixing when there is not anything wrong. If the cost of getting your phone out of the shady phone mechanics garage is higher than the cost of a new or used phone then you can certainly can leave it with them which is ideal for this cracked wireless business because now they have a phone or an iPad full price for sale they got for free. I did see a whole lot of abandoned phones mostly apple products. Don't be fooled by these professional thieves. There are a lot of things you can do if your phone gets damaged or broken so do your research. I would not recommend nor wish it upon anyone to have to deal with these people at Cracked Wireless. read more

Horrible customer service from the front counter. Went in and was told part would be ordered that night and ready within the week. Called after a week, said the part was on back order and she hung up on me. Then received a voice mail from the owner saying he had a personal emergency and there would be a short delay (totally understandable) and would receive a discount). Called after another week same girl that hung up on me said the part hadn't been ordered so they would just replace it with a new screen in stock. When I went to pick up the girl was extremely short and rude with me and when I mentioned the discount on the already $100 put down she said 10%. When I said that I was upset over the "less that a week" turn around turning into three weeks she just said 10 and walked off. Normally any other customer service business would have gotten a manager or been a little bit nicer, also I wouldn't complain if SHE was nicer. I'm sure the owner is a nice man, but the front counter is the worst I have ever come across. WORST Overall spent $190 on a screen that cost $65 from Amazon. Lovely read more

I called and spoke with a young girl about replacing the screen on my new iPhone 6 as I had dropped and cracked it. She stated it would be $250 and so I asked about manufacturer warranty. She explained that it voids the warranty - but "only if you tell" Apple. She explained how they don't guarantee Apple won't know but that their work is "factory" grade. It all sounded really shady. So I called my carrier and they referred me to the apple store. Apple quoted a replacement for $109 and they wouldn't void their own warranty and would guarantee the glass for 90 days. So, same service, less price, doesn't void manufacturer guarantee and I have a clear conscience. I went with Apple. read more

They wanted to charge $220 plus for an iPhone 6 Plus screen replacement; seemed high. Called around and Batteries Plus on Intl charges $130, plus a $10 of coupon and they also do it right in front of you. Don't fall for the "its-in-the-mall-upcharge". read more

Went in with touch screen not reading my touch - couldn't even put my passcode in. I was completely locked out of my phone. Chick took one look at a small crack on the top right corner and tell me I need a screen replacement. I told her crack was old af and I didn't have a problem before. Told her over and over I do not want to replace my screen if it's not going to fix my problem. She assured me, "I've had the same issue - replaced my screen and that fixed it. I told her again, i do not want to pay for a screen replacement and still be locked out my phone. She just kept saying she's had the same thing happen to her screen. Now I'm still not able to use my phone and have been told that i have an update available, go home connect to WiFi and initiate the update and that should fix my problem. As of today I've contacted Matt (the owner) via email for a refund and after three days still no response. I called the number on business card and explained my frustration to lady that answered. She told me to control my attitude she doesn't know anything and said no one was there - she's the only one working and she can't help me. I spent $149 for my phone to be fixed and I am still locked out of my phone. Oh and get this - they'll happily replace my phone for another exact same phone... for only anther $149. THIS IS THE WORST PLACE!! THEY ARE A DAMN RIP OFF. read more

THINK TWICE if you need your phone back quickly. VERY BAD experience. I run a small business and to be without a phone costs money. I brought my phone to them on a Tuesday and was told two days to order in a new screen. I put down my $150 deposit on my $300 screen and pIaced my order. I drove in from Girdwood on the day I was told the glass would be there and it had come in the wrong color (they asked if I mind if they make my phone black, I would have ordered it in BLACK if I wanted it) and since it was too late to make another order for that day, it would be Saturday. They gave me $15 off of the $300 my screen cost and told me they would put a screen protector on it. Called on Saturday, phone wasn't done, no one knew why. Was told I would get some other sort of compensation for my trouble.Drove in again on Monday after being told the phone was finally done that morning. Was handed the phone with a "here you go." I asked about the screen protector I was told I would get for my multiple trips from Girdwood and back, they had one left for my phone which would have turned it pink. I want a white phone, thats why I bought it in that color and that's why I ordered a replacement screen in that color. I received no further compensation for trips to town and back or lost revenue to my business. I asked to contact the manager and was told there is only the store line. I wanted to give the owner a chance to right this before I recounted my negative experience online but I guess thats not an option. As a business owner myself, I respect good customer service. Some things are out of your hands, agreed, but good customer service is always under your control. A bad reputation is more expensive than any screen protector or monetary discount you might give to right a wrong that ultimately is your responsibility regardless of your supplier woes. read more

i was charged a 30% (75 dollars) restocking fee for an item (lg v-20 glass screen)that was back ordered, and which they had no idea when (it was to arrive !!!!!!) i am from out of state and when i told the manager that i had to going back home early, she had the nerve to tell that i could leave my phone here in alaska and when the work is completed the phone will be shipped back to ky. attention all vets, avoid this place .(mall location)!!!!!!!!!! the only reason why you cant give a negative 5 stars is because there is no function to do that, but what the hell, -*****!!!!!! again veterans avoid this place! ******* update*****, due to the response from the owner below i had to respond!!!! one, your manager mislead me in her statements since you wasn't there sir. one your manager did not inform me that that at the time of purchase, that there was a 30% restocking fee(for an item that was back-ordered and was not in stock) nor does it is stated on the receipt. so your comment is an nothing short of a lie sir. because i was not informed of a 30% restocking fee until i asked for a refund. no mention, when i first purchased the service,(25 jun) not when i went there the following tuesday(27 jun) so sir in all due respect you are a bold face liar and the only reason that i will not say it in your face sir is that i am 4000 miles away and getting my phone serviced proper. the fact that your manager wanted me to leave my phone there and send it back to my address was nothing short of a joke! (if the roles where reversed) and sir if you feel insulted thats nothing compared to being fed a bunch of bull. i hope its worth 75 dollars sir. so in the future sir, get your facts straight and the customer is first! read more

So I would have given no stars if I could. I would have given him 4 stars cuz he completly had my phone for 2 mo. At first they said 3 days 45 bucks to unlock(tmobile samsung grand prime) my wife bought it on best buy for christmas for 160 but after the three days they called said it was done I was happy but when I got home and put my sim in it was still locked on t mobile so I go back in they said they had to ship it out to texas it will take 2 weeks a little let down I said ok what ever called 2 weeks later they said its going to be sent back up give us a week I said ok call a week later they didnt know were it was (now past the return policy!) So I finly after over 6 weeks they said the phone just got sent out! And then 2 weeks later they told me it was not able to be unlocked so they guy said im sory this is our falt ur stuck with a paper wieght here u can have one of these 2 phone he said they sale all day 200 dollars and he said on ebay I can buy your ohone for 80 these phones are 200 here so choose one take it or I can give u back a phone .. I was upset the phone he offerd was a joke of a phone half the stats of my phone I dropped off I said this wont do ( im a phone specialist at best buy ) and he said that his phone was 200 it was 30 bucks online but what he did do( wich is why he got 2 stars rather then 4) he gave me a samsung s4 older phone but close in comparison to my phone i dropped off but my wife who was uoset left him a bad review but he calls me and was upset about the bad review wich is so rude I tried to explain I cant control my wife I didnt leave the review and he said im never aloud back in his store what the hell so to but to sum up he was rude tried to rip me off on a joke of a phone plus he told me those are my only option but he did give me a better phone but after he ignores me with other people that come in bur after over an hour in his store and me proving his phones are garbage he finaly gives me a s4 but it had no sound so I go back in he guves me a red one (wich im nutral about) and now I have a phone that works but this to matt dont be rude to your custumers dont call about bad reviews that there wife made and last but not least most important dont hire people because as you say "eye candy" hire knowledgeable people thx for the phone but ur attitide and dumb sales people is why you got 2 stars read more