One Year Later, uBreakiFix and Samsung's
"Flagship" Partnership is Innovating its Approach to Repair
NASHVILLE, Tenn., July 31,
2024 /PRNewswire/ -- More than six years into
their authorized repair partnership, Samsung® and
uBreakiFix® by Asurion continue elevating the Galaxy
customer experience with even more enhancements supporting repair
quality and turnaround time at uBreakiFix by Asurion stores.
The companies announced last summer plans to appoint 50
uBreakiFix by Asurion stores as flagship Samsung repair locations.
These stores would have access to specialized equipment, parts
inventory and Samsung training, even beyond that of typical
authorized repair centers. Now one year later, the 50 flagship
stores are delivering the network's highest Net Promoter Scores
(NPS), an industry-standard measure of customer experience – 5.5%
higher than the broader network.1
Each selected flagship serves as a testing ground for research
and innovation. For example, earlier this year, technicians at the
flagship stores gave feedback that they identified redundant camera
calibration testing that could be removed from the service process.
The repair technicians determined the testing was already done by
Samsung R&D in the manufacturing process, so it was not a
required indicator for quality of performance before conducting a
repair. As a result, technician workflow was optimized to shorten
customer wait times.
"At our Samsung flagship stores, it's often the little things
that make the biggest difference," said Dave Barbuto, CEO of uBreakiFix by Asurion. "The
ability to carry more inventory is huge, of course, but I think all
of the micro-enhancements – from offering loaner devices to
incorporating more storytelling into the stores' branding – are
just as important in crafting a truly differentiated experience.
Not to mention, everything we're learning at our flagship stores
helps us improve the repair experience across the entire uBreakiFix
by Asurion network. It's been a valuable endeavor and a great step
forward in our years-long partnership with Samsung – one that has
always been rooted in delivering the best experience possible for
our shared customers."
Flagship stores stock 23% more SKUs than average
stores2, enabling them to complete more repairs with
same-day turnaround. Even repairs requiring motherboard replacement
will soon be available for same-day service, starting later next
month. Like all uBreakiFix by Asurion stores, flagship stores
also undergo authorized service provider (ASP) training, complete
all Samsung repairs using exclusively OEM (genuine) parts and
utilize Samsung systems for required functionality and quality
testing upon receiving and returning devices. Flagship stores are
now offering repairs for the new Galaxy Z Fold 6 and Z Flip 6
series, with services rolling out to all uBreakiFix by Asurion
stores.
Even with quick turnaround times, flagship stores also offer
loaner Galaxy devices so customers can stay connected while their
repair is underway.
"If you drop your brand-new phone straight out of the box, don't
worry – we're here to help," Barbuto said. "We know the panic of
breaking your phone, especially in those early days, and we love
being the bearers of good news: yes, we can fix it."
In addition to promoting device longevity through repair and
maintenance services, Samsung and uBreakiFix by Asurion have been
partners in recycling since 2020. The latest flagship expansion has
increased in-store recycling more than 25% year over
year3, with customers enjoying more ways to responsibly
recycle their cell phones, tablets, computers, cords and more with
no added cost.
"Offering convenient options for customers to extend the life of
their devices continues to be one of our top priorities," said
Mark Williams, Head of Customer Care
at Samsung. "By providing a fast and easy experience through
uBreakiFix by Asurion, we've been able to offer Samsung users
around the country extended opportunities to choose how and when
they seek support."
Flagship stores are located within major metropolitan areas
across the country such as Los
Angeles, Chicago,
Newark, Dallas, Houston, Atlanta, and Phoenix. For Samsung customers located outside
those regions, nearly 700 uBreakiFix by Asurion stores are
available nationwide for authorized Galaxy device care or book an
on-site, "We Come to You" appointment, available via 400+ repair
vehicles covering 91% of the U.S.
Samsung provides #1 Quality and Service Coverage in the US for
mobile devices4, and achieved #1 customer
satisfaction and #1 overall service quality among 5G mobile
devices in the 2024 American Customer Satisfaction
Index Survey. Through Samsung's robust care
network, customers have access to more than 9,000 Samsung
Mobile certified technicians in the U.S., with convenient walk-in,
mail-in and We Come to You repair options.
For more information and to view a service menu near you, visit
www.ubreakifix.com or
www.samsung.com/us/support/service/locations.
About uBreakiFix by Asurion
uBreakiFix by Asurion stores specialize in the repair of
consumer technology, including smartphones, game consoles, tablets,
computers and nearly everything in between. Cracked screens,
software issues, camera issues and most other problems can be
repaired by visiting uBreakiFix by Asurion stores across the U.S.
Since 2016, uBreakiFix by Asurion has served as a walk-in repair
partner for Google Pixel customers. In 2018, the stores became a
Samsung Care authorized service provider offering same-day,
in-person support for Samsung Galaxy customers across the U.S. In
2019, uBreakiFix joined the Asurion® family and now operates as a
subsidiary of the tech care company while still maintaining the
franchise model. For more information, visit
ubreakifix.com.
About Samsung
Headquartered in Ridgefield Park,
N.J., Samsung Electronics America, Inc. (SEA) is a leader in
mobile technologies, consumer electronics, home appliances and
enterprise solutions. The company pushes beyond the limits of
today's technology to provide groundbreaking connected experiences
across its large portfolio of products and services. As an
eleven-time winner of EPA's ENERGY STAR® Partner of the Year
Award for Sustained Excellence,, SEA is dedicated to making a
positive impact on the environment through its eco-conscious
products, practices and operations. To learn more and to get
involved, visit Samsung.com. For the latest news, visit
news.samsung.com/us and follow @SamsungNewsUS. SEA is a wholly
owned subsidiary of Samsung Electronics Co., Ltd
1 Based on Samsung customer service survey data
collected by Qualtrics through July
2024
2Based on average daily inventory quantity at
flagship-designated uBreakiFix by Asurion stores compared to
average daily inventory quantity at non-flagship locations
3 Based on in-store recycling program data
from January- June 2023 and
January-June 2024
4 Among leading smart phone manufacturers
(in-warranty authorized locations only); based on population within
30 min. drive of walk-in service center or home van service center
($30 home van service fee).
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SOURCE Asurion