My Broken Phone

This guy is top notch! I haven’t had this kind of customer service and open door availability since before assurion acquired ubreakifix. When they actually fixed phones.. I hope this guy stays in business forever and doesn’t sell out because I’m gonna use his service like crazy. Thanks again for fixing my phone. I’ll keep them coming.

I purchased my new Motorola Moto X Pure Edition on 11/14/15 for $561.74. On April 3rd I broke the screen of the phone and called My Broken Phone on April 4th. The man I spoke to on the phone had to look up the repair as the Moto X is not a common phone they service. He quoted me $135 to do the repair over the phone. When I got to the store on April 5th, he said it would be $140. I reminded him of the previous quote and he said he would honor the price of $135 ($144.45 w/ tax). He said he would have the phone done by Friday. He ended up calling me on Tuesday April 12th telling me the phone was finally fixed and that it took him most of the day to repair because my phone is a hard phone to fix. When I got to the store I inspected the repair. The new screen he installed was working but the bezel (outside rim of the phone) was pulled away from the screen. I then noticed the back of the phone which is made of wood was also pulled away from the phone and had a big gap. I asked about it and said it doesn’t look good, it’s not how my phone was when I brought it into the store and this phone is supposed to be water resistant. I said with the big gaps I believe that would allow water intrusion. The man immediately got defensive and very upset with me. He said he did the best he could, he had to use glue to get everything to stick and there was now glue all over the phone just to get the bezel and backing to stay in place. I told him that I don’t think the repair is acceptable and he would need to do better. He then gave a big attitude and said he would order a new screen that came with the bezel and to just take my phone and he’d call me when the new screen arrived. After waiting 2 weeks, I called and was told by the owner that they did the best they could and that if I wanted to get the bezel fixed, I’d have to pay more for the screen that came with the bezel. I told him he was holding me hostage and charging me more for a repair that was messed up by his shop. I told him it seemed like a bait and switch and he said he’d be glad to fix it but he still was going to charge me more. In the weeks following the repair I had a few issues with my phone. My phone would get very hot at times which is not what used to happen. I believe this caused battery problems because my phone used to last all day and still have plenty of battery left. After the repair, I was finding myself having to charge my phone before the end of the day. I also had the new screen installed go blank one time, another time it turned all kinds of crazy colors and the final time the phone thought I was touching the screen and became unresponsive. After turning off the phone, the phone would not turn on and the phone got extremely hot, too hot to touch. I took the phone to a different repair shop and described what was happening to the phone. They felt how hot the phone was getting and said that the damage done to the phone from My Broken Phone, quite possibly with all the glue, made the phone not able to be fixed. I have a letter written by them stating this fact. I’ve filed a report with the better business bureau and they have not responded to any request for reimbursement or the BBB.

They fixed my phone while I ate lunch at a restaurant down the street. They were very professional and courteous. I would use them again.