{"id":73098,"date":"2024-07-31T09:00:15","date_gmt":"2024-07-31T13:00:15","guid":{"rendered":"https:\/\/news.samsung.com\/us\/?p=73098"},"modified":"2024-07-30T16:53:34","modified_gmt":"2024-07-30T20:53:34","slug":"ubreakifix-by-asurions-flagship-samsung-repair-locations-earn-networks-top-customer-experience-metrics","status":"publish","type":"post","link":"https:\/\/news.samsung.com\/us\/ubreakifix-by-asurion-flagship-samsung-repair-locations-earn-networks-top-customer-experience-metrics\/","title":{"rendered":"uBreakiFix by Asurion\u2019s Flagship Samsung Repair Locations Earn Network\u2019s Top Customer Experience Metrics"},"content":{"rendered":"

More than six years into their authorized repair partnership, Samsung\u00ae<\/sup> and uBreakiFix\u00ae<\/sup> by Asurion<\/a> continue elevating the Galaxy customer experience with even more enhancements supporting repair quality and turnaround time at uBreakiFix by Asurion stores.<\/p>\n

The companies announced last summer<\/a> 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\u2019s highest Net Promoter Scores (NPS), an industry-standard measure of customer experience \u2013 5.5% higher than the broader network.1<\/sup><\/a><\/p>\n

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.<\/p>\n\n

\u201cAt our Samsung flagship stores, it\u2019s often the little things that make the biggest difference,\u201d said Dave Barbuto, CEO of uBreakiFix by Asurion. \u201cThe ability to carry more inventory is huge, of course, but I think all of the micro-enhancements \u2013 from offering loaner devices to incorporating more storytelling into the stores\u2019 branding \u2013 are just as important in crafting a truly differentiated experience. Not to mention, everything we\u2019re learning at our flagship stores helps us improve the repair experience across the entire uBreakiFix by Asurion network. It\u2019s been a valuable endeavor and a great step forward in our years-long partnership with Samsung \u2013 one that has always been rooted in delivering the best experience possible for our shared customers.\u201d<\/p>\n

Flagship stores stock 23% more SKUs than average stores2<\/sup><\/a>, 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 Fold6<\/a> and Z Flip6 series<\/a>, with services rolling out to all uBreakiFix by Asurion stores.<\/p>\n

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Even with quick turnaround times, flagship stores also offer loaner Galaxy devices so customers can stay connected while their repair is underway.<\/p>\n

\u201cIf you drop your brand-new phone straight out of the box, don\u2019t worry \u2013 we\u2019re here to help,\u201d Barbuto said. \u201cWe 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.\u201d<\/p>\n

In addition to promoting device longevity through repair and maintenance services, Samsung and uBreakiFix by Asurion have been partners in recycling<\/a> since 2020. The latest flagship expansion has increased in-store recycling more than 25% year over year3<\/sup><\/a>, with customers enjoying more ways to responsibly recycle their cell phones, tablets, computers, cords and more with no added cost.<\/p>\n

\u201cOffering convenient options for customers to extend the life of their devices continues to be one of our top priorities,\u201d said Mark Williams, Head of Customer Care at Samsung. \u201cBy providing a fast and easy experience through uBreakiFix by Asurion, we\u2019ve been able to offer Samsung users around the country extended opportunities to choose how and when they seek support.\u201d<\/p>\n\n\t\t<\/div>\n\t\t<\/div>\n\t\t

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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, \u201cWe Come to You\u201d appointment, available via 400+ repair vehicles covering 91% of the U.S.<\/p>\n

Samsung provides #1 Quality and Service Coverage<\/a>\u00a0in the US for mobile devices4<\/sup><\/a>, and achieved\u00a0#1 customer satisfaction and #1 overall service quality among 5G mobile devices<\/strong>\u00a0in the 2024\u00a0American Customer Satisfaction Index<\/a>\u00a0Survey. Through\u00a0Samsung\u2019s robust care network,\u00a0customers 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.<\/p>\n

For more information and to view a service menu near you, visit www.ubreakifix.com or www.samsung.com\/us\/support\/service\/locations<\/a>.<\/p>\n

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This article was originally published on the Asurian Newsroom<\/a>.\u00a0<\/em><\/p>\n

1<\/sup><\/a> Based on Samsung customer service survey data collected by Qualtrics through July 2024<\/h6>\n
2<\/sup><\/a>Based on average daily inventory quantity at flagship-designated uBreakiFix by Asurion stores compared to average daily inventory quantity at non-flagship locations<\/h6>\n
3<\/sup><\/a> Based on in-store recycling program data from January- June 2023 and January-June 2024<\/h6>\n
4<\/sup><\/a> 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).<\/h6>\n","protected":false},"excerpt":{"rendered":"

One Year Later, uBreakiFix and Samsung\u2019s \u201cFlagship\u201d Partnership is Innovating its Approach to Repair<\/p>\n","protected":false},"author":84,"featured_media":73129,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[30349,29719],"tags":[25940,10676,11251],"blue-badge":[],"class_list":["post-73098","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-care","category-corporate","tag-galaxy","tag-samsung-care","tag-ubreakifix"],"acf":{"turn_off_retargeting":false},"fimg_mobile_url":"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2024\/07\/30142748\/IN_UBIF_PH-PR_2309_86-200x200.jpg","fimg_url":"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2024\/07\/30142748\/IN_UBIF_PH-PR_2309_86-432x286.jpg","primary_category":{"term_id":30349,"name":"Care","slug":"care","term_group":0,"term_taxonomy_id":30349,"taxonomy":"category","description":"","parent":29719,"count":39,"filter":"raw","term_link":"https:\/\/news.samsung.com\/us\/category\/corporate\/care\/","term_path":"corporate\/care"},"badge":false,"_links":{"self":[{"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/posts\/73098","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/users\/84"}],"replies":[{"embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/comments?post=73098"}],"version-history":[{"count":0,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/posts\/73098\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/media\/73129"}],"wp:attachment":[{"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/media?parent=73098"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/categories?post=73098"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/tags?post=73098"},{"taxonomy":"blue-badge","embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/blue-badge?post=73098"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}