Complaints

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I sent my ******* Galaxy S20 FE to UBreakIFix located in Geneva ******** during February. The total cost of the repair came out to be $234.88. I received an e-mail Feb. 17 notifying me that the repair was complete and that I would receive my device. However, due to an address error, my phone was not delivered and was returned to sender. I never received any notification about this and it wasn't until I contacted Asurion that I learned that my phone was being sent to **********, ******** and would have to have an address update before being sent to me. I was given to Asurion's case management to resolve the issue. Though I gave my updated address information and the case manager assured me I'd be receiving my device in a matter of weeks, I have yet to receive my device back. It has been 3 months since I sent my phone in and nearly 3 months since I first reached out for assistance. I have reached out to my case manager to rectify but all they've been able to do is access the same level of information I have and at one point suggested I attempt to reach out to *** to update my info. This couldn't be done because I am not the sender and *** Policy prevents me from making adjustments. I would've thought this would be the action Asurion took in the first place. I've tried to keep up communication but every update is the same response, they are waiting for the store owner to contact them with more information (this is despite the fact they have already been in contact with the store owner and it was their recommendation that I contact *** instead of them.) I even made attempts to call all ********** locations to see if they received my device. I'll reach out to my case manager following the submission of this complaint but this will be the 4th time I've reached out for assistance. I will not settle for anything less than a replacement device that is the of same or similar tier (******* Galaxy S20 Series or Newer). If my device is found, I still expect a refund.

  Customer response

  05/24/2023

  UBIF Location is **** ************* in Geneva, ** 60134

  My contact with this specific location has been so far helpful but it was their advice that I contact the parent company Asurion. The only offer so far does not come close to resolving my loss nor doe sit appear in line with the Terms and Conditions set forth but Asurion/UBIF 

  Customer response

  05/24/2023

  Sent terms and service are as of 05/24/2023 and are consistent from when my item was first sent to them

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩