iCracked Professional iPhone, iPod and iPad Repair

Awesome, friendly, efficient, convenient high-​quality service — what more could you want!

Let me start by saying the iPad repair was done in about two weeks and it was done correctly, but this is obviously a company that works hard to have as little human contact as possible with their customers. To wit: Please be aware that if you do a mail-​in repair as they have not hired a tech in your area to do repairs, it goes to California for repair. When they return it to you, they do it via USPS priority (low priority) mail and DO NOT REQUIRE A SIGNATURE!!! And here’s why that matters.
If your package shows delivered and it is not on your porch or in your mailbox, your $ 500+ device was just given to a neighbor or pilfered by the sometimes less-​than-​reliable holiday overflow help. And guess what?!? Calling iCracked’s off-​shore (sounded like Philippines to me) Customer Service (and I use those two words grudgingly here) will be an exercise in stupidity the likes of which would make a great Saturday Night Live skit! This person had no clue how to help find a package, told me to call the repair people (where I got a VM during business hours), and asked the most asinine questions like «Why would they be mailing it to your address? I will have to check with repair.»
Then, if you go to their site and send a note to them about your horrible Customer Service experience, guess who answers it? The same freakin guy who sucked in the first place!!!
Do yourself a favor and find a local service. It took my mailman re-​tracing the route that the helper delivered and he found it at a neighbors house. That was very lucky. Many folks are not so lucky in the same situation and iCracked is very quick to say: «Sorry, not our problem.»
Oh, and just for fun, a week after i found the package and notified them of same, I get an e-​mail asking me to rate the service, complete with a link to do so.
I click the link and guess what? «This ticket is closed so you cannot rate your service.»
Huh?!?

I dropped my iPhone 5S: the impact cracked the screen and damaged some of the touch.
I looked around at my options and decided iCracked’s model (someone comes to my office and fixes it while I’m there) seemed pretty convenient and competitively priced.
I figured iCracked for a legit operation, widely used, and with a pretty smart interface. As they were opening up my phone, and it’s pretty old, I asked if they’d replace the battery at the same time, it was only an extra $ 25.
My phone worked fine before, the battery was a little flaky, but otherwise really it was fine. I actually really like the 5S it’s a brick and hard to damage.
Post-​repair my phone has a fixed screen and touch. But the following don’t work:
— Front camera
— Back camera
— Volume controls
— Mute switch
— Flash/​flashlight
— Auto-​screen brightness
If you appeal to iCracked’s warranty department, they basically tell you to deal with the person that fixed your phone. That’s a terrible experience. I already feel bad enough for the guy, and now I just want someone that knows what they’re doing to come and fix this.
**This is a company that doesn’t take responsibility for its work. Don’t believe all the warranty nonsense, it’s not true.**
My phone is worse off for their ‘repair’. Avoid these people.

Long story short (er), we hired iCracked to fix our iPad’s cracked screen (cosmetic issue only). They ended up breaking the iPad, and we’ve had to harass and hassle them to make good on it. It took a few months, but we have a new iPad now.
I had an iPad that worked perfectly but had a crack. Called iCracked and they scheduled to do the repair.
Did the repair in our home spilling tiny bits of glass all over the carpet (which the tech warned about upon arrival). May have used a café nearby or if we had known (and brought a broom?). Not a big deal, but perhaps important information.
He finished the repair and told us to leave it under a stack of heavy books for 6 hours and then it’ll be ready.
After waiting 7 hrs for good measure, we picked it up and noticed that the screen wasn’t all the way on. It was coming up leaving a gap around one of the sides. Also noticed upon use that part of the screen (a strip on one side) was totally unresponsive.
We texted him and he said that we might have to buy an otterbox-​like case, and that the screen defect was a manufacturing defect from apple.
I mentioned that their pre-​diagnostic tests should’ve ruled out any pre-​existing problems, and that the whole reason for doing those tests is make sure they know the iPad is working perfectly beforehand.
Went back and forth a bit, and I emailed the headquarters, which said they were sorry and they’d fix it right away. The same tech came back over and picked it up at his first available time (another week or so) to fix it «for free» (he said that.) another many days pass and he drops it back off with us with a new screen.
On his way delivering it to us he accidentally cracks the new one, (which I really don’t care at this point. just want something that works correctly, and the crack is on the side, not in front of the screen). He says we can have it back for now and he’ll put on another screen when he gets the chance to come back by and do it again. He also mentions that if he had known about the manufacturing defect, he never would’ve done the repair (again, pre-​repair diagnostic?)
Upon inspection of the iPad, I could see within seconds (free paint app) that the screen was still not responding correctly on the side, and the screen itself was coming up again but a smaller bit. This was frustrating, because we had already spoken about the dead part of the screen, and that’s the reason he took longer to get it to headquarters. He had said via text that this issue had been addressed.
Back and forth again, same tech comes to pick up the iPad.
waiting…
And they finally made good on it and gave us a new iPad. Took about four months since turning in the iPad in the first place, and a whole lot of back and forth and hassle. No thanks.

One star is seriously way too generous given the disrespectful service from this company.
I made a request to fix my cracked screen and I was fairly satisfied with the service. Upon noticing the completed work it didn’t take long for me to see the left side in the middle of the screen had a strange mark, like a small crack with an air bubble underneath. The screen was in much better shape than before I made the call, so I was willing to ride this screen as long as it could go ONLY because the iTech told me I qualified for their warranty program. So if things continued to go poorly from the area that had the weird mark on the screen I would contact them and they would fix it. No sweat.
Well the area where I first noticed the problem had gotten worse, and it eventually turned into a major problem. So I write an email to the company, inquiring about my warranty and how I’d like my screen to be replaced, and they declined my request. It was a problem that the iTech created, and with the warranty I have every right to demand it to be fixed, but they refused.
They DID offer that I could mail in the phone to be fixed by someone else (!!!) for 25% off. This is very different from the warranty’s claim that I shouldn’t have any problem getting it repaired if it was initially damaged by the repairman. So even though their staff member told me if anything happened to the screen they are unwilling to fulfill the claim that I was verbally promised. The screen was faulty and wasn’t professionally fixed and their solution is 25% off a mail-​in repair, meaning I can’t even get someone to come in for a service I was told I wouldn’t have to pay for. How is that ethically sound? How is that even a kind gesture? I’ve been lied to and now they aren’t even offering their normal services? After this complete disregard for customer support and honesty they expected me to mail my phone into their company to get it fixed for who knows how long without my supervision?
Here’s the real kicker: iCracked’s response:
«iTechs are licensed affiliates. They are not direct employees of iCracked. The payment that you made to the iTech, no part of it has been credited to iCracked. That means 100% of you payment has been collected by the iTech. Our business model works by providing them training, tools, parts and the license to use our name for repairs. Payments go to them.»
So the lesson here is iCracked will train people to use their platform and repair kit, but not represent them when they mess up. Anything that comes out of an iTech’s mouth doesn’t matter after they are finished training, and the warranty they are willing to hand over means absolutely nothing to iCracked when they are at fault.
Incredibly disrespectful service and really unfortunate business model for customers. I feel lied to and cheated.

It was obvious that the Call Center was new/​outsourced/​inexperienced for this as I entered all my info in the web, then a glitch in the scheduling I had to call in to the Toll Free Number. The agent did not have any of my information despite having just entered it on their site, and I had to repeat it all several times. However, once scheduled, things started clicking…
The repair tech, had to move his appointment back and then offered to meet me at the Oakland Blood Bank to fix the screen as I gave blood. He then noticed a flaw in the just installed screen and re-​installed a new one as I had my recovery juice and cookies after donating.
Shaky on the initial contact with their Contact Center, but the tech, Stewart Simons, was quick, efficient, and very professional. He frequently texted me his whereabouts as he fought afternoon traffic to get to the blood bank. Highly recommended!
Three stars for the contact center; five for Stewart

Happy to update this review if anything changes.
I sent them a phone for trade-​in on September 15. They received in on the 18^th. On the 21^st, they told me it would be 2 – 3 business days. They promised $ 70 for it. It’s now October 5 and I still haven’t been paid.
I contacted customer support multiple times. They kept telling me that the trade-​in team was still processing my phone and that they were «really busy» and sorry for the delay, it should be processed any day now, they’ll get back to me ASAP. And then they never get back to me.
I’ve talked to them at least 5 times if not more. I contacted them on Sunday October 4 and the person told me they’ve «escalated» it to a supervisor and that someone would be back to me on Monday. Well, it’s now 8:45PM on Monday and nobody’s gotten back to me.
I would be fine with a payment being one or two days late but this has gotten ridiculous. If the phone I sent was not as advertised (which is not the case), why don’t they just tell me? I understand they’re a fast-​growing company. Hooray! Give me my fucking money. Or don’t advertise something you can’t stick to. But really, I just want the money.
Update: finally got paid on November 2^nd, after 10 contacts with customer service and several more promises that I would be paid «today or tomorrow» that did not come to fruition. Sorry Evan, didn’t see your response until just now. I appreciate it but this whole process was absurd. Keeping it at one star.

This was the easiest customer service and repair I HAVE EVER USED. It took less than 4 minutes to schedule – gave them time and place they came on time repaired my screen in less than 10 minutes. The fee saved me the purchase of a new phone, and was less than half of what it would have cost to replace. HIGHLY recommend. Toni O.

The Icracked sales team (Pete) called and reviewed my case and said the warranty would cover the repairs. The technician (J. Brooks) was great, communicated the meeting time and showed up and made repairs as promised. Great service. Anyone can sell a product or service, but when things go wrong, the follow up really creates the reputation. ICracked came through and I highly recommend.

Contacted them via quote form on their website. First it’s weird that I tell them what I want through the web form and then I get a text saying someone will quote me later, then an email saying someone will quote me later and then another text from someone asking me what I need… mmm A quote… Which I asked for already through the form… So already annoyed by all this I get my quote which is $ 50 more than apple charges for a replacement that will not void my warranty… I was told I get a free screen protector so I ask what type of screen protector it is to see if the convenience of them coming to me and the «free» screen protector will make up for the price difference… Well it’s been a couple hours and no reply so I guess I’ll just go to apple. Thanks for waisting my time and providing absolutely no customer service or convenience.

We had iCracked replace the screen of an iPad that had a small crack in it and no other damage to the device. Later, the iPad button slipped behind the replacement screen and became difficult to use.
When I opened a ticket under their warranty system, they closed it immediately, writing the following: «Once it is in your hands we have no idea what happens to a device.»
What they offer is a «lifetime warranty» that ends as soon the device is back in your hands!

I have to amend the below review, because that (refusing to honor warranty) was not the end of the story. Very shortly after I posted my negative review, I was contacted by iCracked via email. The company apologized and said they made a mistake, the repair is covered, and a tech would be contacting me soon.
Two techs contacted me pretty quickly after that, I scheduled an appointment with one of them (the person who did the original repair) and today my iPhone is functioning again! Whew. It took the tech less that ½ hr to finish. He was courteous, professional, and very efficient.
The warranty is worth every electron and photon spent after all.
(my original one star review below) — — — — — — — — — — — — — — — — — — — — — -
use at your own risk. Yes, they come, and fix, and it’s quick (if expensive — $ 175), however, their «lifetime warranty» is not worth the electrons spent displaying it. It covers absolutely nothing. My iPhone 6 screen became detached a month after iCracked tech repaired it. Detached, not cracked, not broken. I filed a warranty claim and was denied out of hand. They responded to a warranty claim two days after it was filed. The response? They first claimed I cracked the screen (I did not, the screen was perfectly intact). When I responded with photos, they said the frame must be bent (it’s not, it’s perfectly whole). They never touched my phone or examined it.
I am taking my phone for a repair elsewhere, and feel it’s my duty to warn other gullible customers. The convenience of having the phone repaired at your own home is very seductive, however — buyer, beware!

I’m so frustrated! I called on Monday to get my iPad Mini 3 screen repaired. I was told someone could come at 4:30 to pick it up and that I would be called back with a quote. At 4:45 I called them and was told they couldn’t get the part but were going to try to get it overnighted and that my device could be picked up Wednesday for repair. I just contacted them since I AGAIN didn’t hear back and was told they don’t repair Mini 3s because they are too new and don’t have the parts. Worst communication.

I broke the glass on my iPad 3. The price I was quoted was competitive or better than a lot of brick-​and-​mortar only repair places or places one would have to send the to. But these guys come to your place, diagnose the problem and take the device away for repairs. The repair person was friendly and quick. Because of a miscommunication, my device was brought back a day late but it wasn’t a significant bother or inconvenience. I also got the genuine impression this wasn’t usually the case. I don’t mind having to wait, anyway; even just a two day turnaround would be good for most repair shops. But like I said, they come right to you and they use diagnostics to show you what’s wrong rather than just trusting them and not knowing if you’re getting ripped off. Hopefully I never break the glass on a device again, but I probably will and when/​if that happens I’ll holler at iCracked first.

I dropped my phone on the way to work, shattered my iPhone 5c screen. Huge bummer since I’m leaving town tomorrow and wouldn’t have time to go get it fixed. I contacted iCracked and got a response within 5 minutes. Texted with tech Chan Le, we worked out timing and location. He showed up on time, fixed my phone in about 15 minutes, and I was a happy little camper.
I’m telling anyone I know that needs a screen replacement to contact Chan! Nice work!

My iPhone 5s screen cracked so I contacted I cracked. I was annoyed at first because it took so long to match me with someone and their whole marketing campaign is around ease of use and rapidity. Nonetheless after Ian, annalee and Jiaqin were too busy to answer their phones it turned out to be a blessing in disguise for it led me to my savior Chan.
He was able to meet me at my home within three hours of contacting me via text (which I loved). Additionally he was very skillful and patiently explained everything about the process to me (I love to learn new things and consequently ask far too many questions).
The kicker is that a cat I was pet sitting — who is far too friendly to be considered a cat might I add — jumped on his lap halfway through and he continued on undeterred.
Chan completed a 5s screen repair in 20 minutes, was super communicative, drove to ME, and very affordable. Highly recommend this service and in particular Chan!!!

After shattering my iPhone screen and needing it fixed right away, I decided to go with iCracked out of convenience. They dispatched Jermaine to come fix it for me. He fixed it in about 45 minutes and was on his way. Shortly after he left, I began having issues with it. The screen would go black (but the backlight would still be on). I texted Jermaine right away and he said to try turning it off and back on. That did not resolve the issue. It continued to get worse and worse so I filed a warranty claim online… Three times. I received no response and finally called.
They told me that I had frame damage and that they voided the warranty on the work I had done which I was never even told when the work was done. After telling them that I had purchased the advantage plan ($ 7/​month and a $ 25 deductible for another screen repair), he said that he would have Jermaine contact me to fix my phone again but that that plan should have never been sold to me because of the frame damage.
I was never contacted and had to reach out to Jermaine several times. He said he did not have any black screens at the time but would let me know when he got them… I have still not heard back. After getting the run around and with the holidays coming up and my phone blacking out more and more often, I decided to go somewhere else to have it fixed right away.
When the new repair person looked at my phone, he said it was shorting because the screens iCracked puts in your phone are refurbished and not manufactured by Apple. It did not truly fit in the frame so that’s why it was shorting. There was also another broken screw in the phone. Luckily, he was able to fix it and put another real Apple screen in the phone. It looks much brighter and clearer than the iCracked screen and DOES NOT SHORT OUT.
I would not recommend iCracked after this experience. If you can make the trip down to South SF, I’d see Shakeel the iPhone Repair guy. He was less expensive and was able to do the work correctly.

My son dropped my iPad last Thursday morning, and after searching, I figured I’d go with iCracked. The tech gave a fair quote and we set up an appointment. Since I work from home and not an idiot, I was okay when he was late as it was raining, he was coming from the city and he had texted me to let me know.
He was great, and quick, and it was neat to see him work. After about an hour, as he was testing it, the sleep button wasn’t working. He wasn’t able to glue it down, didn’t have the part, and would have to take it. He told me that it would be either Friday afternoon, or Saturday, and I figured that meant Saturday and was okay with it.
It’s now Tuesday. I got a text from him Monday afternoon saying I’d have it this afternoon after I had sent him a text. I set one at three today and haven’t heart anything.
I’m sure the electronic signature I did on his phone means that I’m going to be out of luck, have to pay for the screen and now for the sleep button which was working after the fall. I don’t want to blame the tech, he seemed like a nice guy but now I’m wishing i had just written it off and bought a new one. Next time I’ll take it into a shop that has the parts on hand.

Quick Update —
Daniel of iCracked got ahold of me within seconds of my putting in my request. Pick up will happen tomorrow. Will update once the repair is complete. Going for 5 Stars!

I loved them the first time I used them. The second time was a bad experience but this last time was a horrible situation and I would not recommend these guys to anyone.
I’m so frustrated with this company. I broke my ipad screen so I mailed it to them to replace (which they guarantee happens in 2 – 3 days). Once the screen was replaced, I got my ipad in the mail and IT DID NOT WORK. It just shut off randomly and was not responding. After talking with them, they had me ship it to them again and then kept it for almost 2 weeks. Their 2 – 3 days turned into weeks and event though I asked for my money back or some kind of discount. nothing was addressed. At the end they fixed the device WHICH THEY BROKE and I lost almost 3 weeks of a business tool PLUS I still had to pay 150 dollars for this inconvenience. I will never use them again.