If you enjoy paying for a "free" diagnosis and doing all the follow-up yourself, The Fix is the…read moreplace for you.
I dropped my iPad off at The Fix in Towson Mall on Friday because I was on a tight deadline and needed it fixed before an upcoming flight. I showed them the error code and logs and explained that I suspected a battery issue. I specifically asked if they could test it with a known-good battery.
I was told they needed to order a battery, diagnose the problem, contact me Saturday or Sunday at the latest, and have the iPad ready for me Monday.
Sounds reasonable, right?
Apparently, that was the fictional version of events.
I eventually had to call them myself a hour before closing on Sunday just to find out what was happening. I was told they would know Monday -- conveniently, the same Monday I was originally supposed to have my repaired iPad back.
Monday arrived. Still no call.
I called them two hours before closing. They told me they needed to test the device and would call me back in an hour. An hour later, they called and said they "think" it's the motherboard.
I asked whether they had actually tested the battery, since the error code on the device pointed toward a possible battery issue and that was specifically what I had asked them to investigate.
That's when things got interesting.
They told me the battery was fine and that "Google and AI don't know anything."
Fair enough. I'm not expecting Google or AI to diagnose my iPad. That's why I brought it to a repair shop.
The problem is that when I dropped off my device, I asked and they agreed (hence they ordered a battery) to try a test battery, they explained that would require opening the iPad.
So apparently the highly sophisticated diagnostic process consisted of... not opening the iPad.
In other words, the test I specifically requested and was told they would perform apparently hadn't been performed at all.
I was then told they would need another week for someone to look at the motherboard.
Unfortunately, my flight wasn't interested in waiting for their specialist.
I told them I'd simply pick up my iPad and take it somewhere else. Then I was informed that my iPad had been moved to another city and I would have to wait until the next day to get it back.
TLDR:
Dropped it off Friday.
Promised an update Saturday or Sunday.
No update.
Promised it would be ready Monday.
No update.
I had to call them myself.
The requested battery test apparently wasn't performed.
They couldn't provide a diagnosis within the promised timeframe.
They then needed another week.
My device had been moved to another city without me apparently being informed.
And I was charged $70 for a diagnosis, despite their website stating that diagnostics are free.
When I picked up the iPad Tuesday, I asked for the $70 back because, among other things, their website says diagnostics are free.
I was told I needed to speak with the owner.
So I called the owner expecting a simple conversation.
Instead, he told me the diagnostic fee was non-refundable, and said he didn't care what his website says and hung up on me.
That's certainly one way to handle customer service.
I completely understand that a repair shop may not be able to fix every device and that some repairs take longer than expected. That's not what bothers me.
What bothers me is being given a specific timeline that wasn't remotely followed, receiving no proactive communication, apparently not having the requested diagnostic work done, having my device sent to another city, being charged a fee their own website says is free, and then being treated like I'm the problem when I question it.
Apparently at The Fix, "diagnosis" means charging you $70, not actually opening the device, telling you Google and AI are wrong, guessing it's the motherboard, keeping your iPad for several days, sending it to another city, and then hanging up when you ask about the charge.
Save yourself the time and frustration. If you're on any kind of deadline, I would strongly recommend taking your device somewhere else.
