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
