Overpromise, underdeliver, and scammity scam scam.
LONG…read morereview warning.
I needed the charge ports replaced on my laptop (a Lenovo Thinkbook which I use for employment). That's what I told them when I brought it in, and when I called before I went.
I was initially told, both on the phone and in person, that the laptop repair I asked for would take 2-3 weeks. He said they would clean my keyboard and screen as a matter of routine. After I paid the diagnostic fee (even though I didn't need a diagnostic, I wanted the charge ports replaced, period, but I looked at it as a deposit) he didn't want to give me a paper receipt, but I insisted. Turns out, the *receipt* says 3-4 weeks. Surprise! Then, they had to send it away to a place called "U Rock" (because some lady there "did not do micro-soldering right now" for reasons unspecified), and URock is not available physically or by phone or email to the customers. It's apparently not available by phone to the staff at UBreakIFix, either.
I waited nine days, no call no text no email: no estimate. I called. Same guy who gave me the bad timeline says they've got limited notes from "URock" but the new part is on order and to call again "Monday." I called Monday. Still nothing (still same guy): no diagnostic notes, no estimate, no timeline. He said he'd call me the following day at 5pm. No call. I called *them* at 5.40pm; the notes were still very sketchy and could have applied to a part test, could have applied to a repair, and could have applied to the machine as it was when I brought it in. Still no estimate. At this point they've had it 14 days. I ask about the timeline. Was told "well, it does say 3-4 weeks." Okay, but even though that's a week longer than I was originally told, I certainly never imagined it might take them up to a month just to get me an estimate! That was a Tuesday. No contact from them at all during the rest of the week.
I called on Friday. Got a different guy, who was able, eventually, to track down the ID number of my ticket, (no explanation about why the ID number they gave me was unusual) and eventually, to follow the shipment back (apparently the tracking number they were given by URock applied to a different carrier than they had said)-- evidently, the "repair" had been done; I NEVER got an estimate or agreed to it, but they wanted $96 more dollars (in cash -- it would have been $98 had I used a card) to give me back my laptop, which they said was ready for pickup that afternoon.
Went in at 2pm. Neither the first guy nor the second guy showed up. My laptop was there, they plugged it in for me flat on the desk and it seemed to work but I said at the time I'd have to see how it functioned at home. The young woman who took the remainder of the payment said, when I asked for the part that was replaced, that "URock scraps the old parts." So that was suss right there. We are now 2.5 weeks in, so the original timeline *did* hold, so that's cool I guess. Keyboard and screen were NOT cleaned. I asked the young woman about that and told her who told me that would happen. Her response? "He's not here. He's out on a call. And it's not in the notes." I gather that whatever they say doesn't matter if they're not there when you show up about it. Apparently, it doesn't matter even if they *are* there.
Got it home. Plugged it in, put it on my actual lap. Same problem I brought it in for: the primary charge port is fried, and the contact points on the secondary charge port don't hold if you move the machine. People? It's supposed to be *portable.* It's also less than 5 years old. I called. Young woman said "but we tested it while you were here!" smh. And then told me the work was warranted and if I took it to any of their franchises they'd have the notes. Great. :/ I'm looking just EVER so forward to *that* process.
As far as I can tell, they charged me $149 without ever giving me an estimate while holding my machine hostage for 2.5 weeks, never once reaching out to me with any updates or diagnostics, and NOT ACTUALLY REPLACING the charge ports I paid them to replace.
Do not go here. It was a complete and utter waste of money and time, horrible communication, fraud, and a huge frustration. Awful.
