ComplaintsforuBreakifix Lake Stevens

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Asurion Tech ********************************** at 505 SE Everett ******** Suite 7, Everett ** *****. I originally dropped off my laptop on 8/21/23 at 5:36PM. My work ID is: *********, my tracking code is T22143015495. My laptop had issues where it would only intermittently charge. The tech there indicated they would have to ship the laptop to ******* for repair and it would take 1-2 weeks. They said my laptop charger was not needed because they have universal chargers there that they can test with.After 2 weeks, and me asking on status, ******* called me back indicating that my laptop charger is indeed needed. I promptly rushed to give it back to them on the same day, and they said it would only take about 1 more week before it is returned.It has now been almost 6 weeks that they have had my laptop. I have called them constantly to check on status and they have repeatedly lied on when the estimated return date is. At this point I am concerned on whether I will ever get it back. The laptop was purchased on September 2020 for $1100 and it contains sensitive data that I need to get back.

  Business response

  10/13/2023

  BBB, the client, Mr ****** picked up his laptop on 10/4/23 at 16:36pm after yes, an unusually lengthy delay in the repair process due in part to the need for the clients device peripheral (power supply) and parts sourcing. The need for this peripheral was a recent policy change at our central repair center...a policy change that affected many other clients besides ***************. We again apologize here and have apologized to the client on countless occasions both in person and publicly in his 1 star ****** review and we even heavily discounted his repair and provided a free PC cleaning in the process as gestures of good will and good faith. We will NOT be providing any additional discounts or refunds on this transaction. At this point Mr ****** is whole and if he wishes to take his repair business elsewhere then we wish him all the best in his future repair endeavors.  This will be the one and only communication we will have on this subject. 

  Thank you for your time and attention to this matter.   

  Regards,

  The iDoctor Cell Phone and Tablet Repair Team
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On july 25, 2022 tuesday at 2:39 pm I took my laptop at *************************** with Address ********************************** of this company. UBreakifix with new name (c) Asurion . They charge me $33.18 me to diagnose all the problem and the person who attend to me said they need to send it to main tech in ******** **. Later that day i went to my daughters house in **** to baby sit my 3 years old grand daughter. I return on my home in ***************** sunday july 30,2020. Monday morning I review all my message on my answering machine and heard that my laptop has been diagnose and that call was july 26. Wednesday. So i said that was fast. It seems they did not sent it in bellevue. So i return the message call and the person on the other line said it was diagnose and the repair of the back side of my laptop will cost 200+ then i ask how about the cd player and he said it will cost more and ok so how about the other problem. He try to ask me what other problem when i already told the one who got my laptop about the resetting of my laptop. And he said i am not the tech so i don't know that. So I said I will ok just do not fix anything i will just get it back because 300+ is too much. That day i got a call from Their office telling me that my laptop is ready to be pick up. Hmmm... From ******** to lynnwood how did it got there so fast. When i pick up my laptop i try to turn on but it is not even charge... so for one week they did not diagnose my laptop, did not bother to take off the tape, so how did they know the back needs to order, parts is missing, did not bother to see the problem why it needs to be reset ... they did not do anything except look at it bill me $33.18 estimate the damage of 300+ Which they do not intend to fix . They just want to earn $33.18. I want them to return my $33.18.

  Business response

  08/15/2022

  Thank you BBB for reaching out regarding this client opportunity.  I guess I am a little confused about the clients complaint. The client dropped off the device for estimating on July 25th at roughly 2:30pm according to our WO check in notes attached.  Device was transported via internal vehicle transport to our computer repair Depot in *********, ** (Not ********). This was done on 7/25 or 7/267/27/26/22 7/27/26/22 and on 7/27/22 at about 4pm one of our Depot computer techs (*******************) took a look at, disassembled and diagnosed the devices repair needs (Hinge Replacement, housing replacement which is fairly common for HP laptops) and then quickly reached out to the client with a repair estimate that same day, which is common practice. The client was not available at the time of the call so a message was left. The client states she did not check her messages for three more days following the initial diagnoses 7/30/22 and wrongly assumes in her complaint that the device never left our Lynnwood walk-in repair center.

  A quicker turnaround time for diagnostics in not uncommon but we promise a greater length in turnaround because of staffing challenges due largely to recent pandemic related events which occasionally creates unpredictable staffing opportunities and has over the last few years.

  Ultimately the issue here is, the initial $300+ cost estimate was greater than the client was willing to pay and determines the device was economically feasible to repair which is a personal decision. 
  

  The clients assertion that we only wanted to make $33.18 off her is a stretch at best when the labor and associated costs to have a device transported within our system to our computer depot and back, in a company vehicle, with a company provided driver far exceeded the $30 plus tax she initially paid...all information she understood at check-in and acknowledges in her complaint. All businesses have real costs; Now while $33.18 will not impact this company negatively, a refund under these circumstances sends the wrong message.

   

  Thanks for reaching out regarding this client opportunity.  I guess I am confused about the clients complaint. The client dropped off the device for estimating on July 25th at roughly 2:30pm according to our WO check in notes attached.  Device was transported via internal transport to our computer repair facility (Depot) in *********, ** (Not ********). This was done on 7/27/26/22 and on 7/27/22 at about 4pm one of our computer techs took a look at and diagnosed repair needs (Hinge Replacement, housing replacement which is fairly common for HP laptops) and reached out to the client with a repair estimate that same day.  The client was not available so a message was left. The client states she did not check her messages for three more days following the initial diagnoses 7/30/22 and wrongly assumes the device never left our Lynnwood walk-in repair center. The turnaround time for diagnostics in not uncommon but we promise a greater length in turnaround due to sometimes unpredictable staffing shortages due to recent pandemic events and staffing challenged this presents over the last few years.   

  Customer response

  08/23/2022

   
  Complaint: 17676472
  
  I am rejecting this response because:

  When I pick up the laptop the tape that i place was still in place and they cannot see if it was disassemble

  And I did not ask to assemble it they just look at it and figure just call me and told me the quote of $200 + to fix and when I ask if they fix the computer problem  about resetting the computer they cannot answer me as the lady who I never met before when I been to their store she do not know what to say as there is no note on my laptop on any diagnostic on my computer. I told that lady, so what did you diagnose you just look at it and just gave me a big estimate and when i tried to log in to my computer it is not even charge battery dead .. i even gave them my computer password. Here is the picture of my laptop still with my own tape and i did not even ask them to fix that what i want is to reset my computer factory reset. As of leaving a message the next day on my answering machine , i heard it after i came back from **** **  baby sitting my grand daughter. As soon as i heard that call it says from ******** ** not ********* and that was also the place where the man that I spoke on the store told me it is going to their tech in ********. And when I called the number they left on my answering machine The tech said i am talking to shoreline **. Im 70 years old and I am not deaf nir stupid yet.

  They did not diagnose my computer, their motto if they cannot fix it they will give me a new laptop but i am not greedy I just want my $32.00 diagnostic fee. They scam me.And my laptop does not have any dents or scratches, how can they see any pieces missing when they did not even take the paper tape off. 

  ************************************************************* ************************************************************************. 98043

  206-306-5052cell

  
  

  
  
  Sincerely,
  
  ***********************

  Business response

  08/30/2022

  Thank you again for the opportunity to respond, we will NOT be issuing a refund of any kind to **************** as she is completely misrepresenting the facts related to this repair event and our process after having expectations clearly set upfront and for abusing the dispute resolution process and otherwise attempting to cause harm to a local business who's job it is to use its expertise to provide repair solutions to clients who demonstrate a need, which she clearly did. Had the client merely opted to move forward with repair, the $30 fee plus tax would have been waived. **************** was clearly informed that the device would be move within our organization where computer repair experts were and that there was a fee associated with her interaction. Simply put, these fees are here to offset costs incurred nothing more.

  Customer response

  09/01/2022

   
  Complaint: 17676472
  
  I am rejecting this response because: they assure me that it will be look at all the problem but it seemd they did nit even look at my laptop when i said if they can reset it on original factory reset. At the store i cannot even turn it on as it was totally no charge. I even told the lady who gave me the laptop that you never did diagnose it, it is not the laptop that needs to be fix its the computer , When I asked the person did you look at the computer if they can reset it and the man on the other side of the phone cannot even answer me onlly the words he said Oh im sorry we did not look, that means they only think that because my laptop has some outside damages, I want it fix. nope the computer is my problem.   I been on that place buy some gadget on my iphone and some charger and I ask tha mexican guy if they can fix my computer as it has lots of errors... I gave all the instruction to the mexican guy about what they will do. But all they see is the outside and did not diagnose my computer. 
  
  Sincerely,
  
  ***********************

*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. ↩