Update - At Asurion's prompting, I made contact with Asurion's customer service department and was assigned a case manager. After they reviewed the situation, the repair was escalated to the URock team - a more advanced tech group within Asurion. The unit was repaired and returned in the promised timeline (two weeks) and has been working fine since - so very happy overall. Upgrading the rating to four stars. Would have been five if the first repair shop had instigated the escalation rather than me. read more

I spoke with them over the phone, and they told me to bring my phone in for a backup and wipe to clear a hidden bug for around $34 to $43. They said they had a Samsung system that could handle the backup and save my apps. When I arrived, the employee made me explain the situation two or three times. Once he saw he wasn't getting his way, I just handed him the phone and showed him a screenshot of the issue. His entire attitude shifted, and he completely went back on what was promised over the phone. He ran a quick scan and claimed he couldn't do anything if the bug wasn't happening right at that exact moment. We all know bugs don't appear on command without spending actual time with a device. He refused to perform the backup and wipe service I was ready to pay for, completely wasting my time after telling me to come in. read more

Broke my phone screen. I have used JetCity before and was happy with them but this was a bit closer. Made an online appointment but still had to give tech my data when I got there. Tech said come back at 2pm so I did but he then said come back at 2:30 so I did. Still had to wait a few more minutes. Tevh pushed insurance REALLY hard but I declined. They then dinged me 2.5% since I used CC which was $10 n that put them even moneywise with a 1 hour JetCity repair(this one was 4 hours). Oh! I was almost home n noticed S-Pen was missing so I had to drive back n got home 4+ hours from start to finish. Oh well. Hopefully I don't have to go back... FM read more

Popped in to have my watch repaired this morning and the guys took care of it right then and there with no charge since it was "an easy fix." Easy or not, you gave me more time with my current watch! Thank you! read more

Verified my insurance coverage right away, quick, straight forward, and great work. Thank you fellas

Came in for new screen protector. Robert let me know, it was not covered by my insurance. I explained, I've had the protector replaced before, and it was covered. He then left me know.. I don't care about what was done in the past, it's not being done today. I said to him.. Is this going sideways? I think this conversation is going sideways. I then got up to leave. He wanted to look at my history .. I told him.. no.. you've done enough for today. Absolutely nasty. Rude for no reason. Waste of my lunchtime. I'll go anywhere, any store but there. Great customer support. read more

Ruben and his coworkers were FANTASTIC. I dropped my phone and the touch screen just would not work despite the lack of visible damage. He guided me through every step and fixed my phone in an hour. I could NOT be happier with the service and result. Thank you Ruben! read more

My phone stopped working so I took it in when the store opened. I was told most of the time, it would be a battery issue, and it would take about 4 hours. I left. Got a call back saying the battery replacement did not work at the end of the day, so they wanted to replace the screen, and it would take to the end of the next day. Never heard back the next day, so I called towards the closing hours and they said it would be overnight or the next day or two because a staff member was out unexpectedly. I totally understand since life happens. After a couple days without updates, I decided to call for a status. It seemed like the screen replacement did not work out, but since the phone was taken apart and the technician was not available to put it together, I'd have to wait until the next day or two. Next day, I decided to call again, and the phone still was not ready. I had to go for the weekend and picked it up the next week. This whole ordeal took around a week. A motherboard replacement would have cost 4x the cost of the phone, so I declined. I thank the one staff that updated me on the status and appreciate the help in trying to diagnose and solve my problem. I just wish there was more communication each day because a phone is so important in everyday life nowadays. Good thing I had a backup device and also decided to buy a new phone. Seems like there may be a lack of staff, so if you need your device fixed ASAP, it may be better to look elsewhere. read more

How ironic is it that the tech repair store has a tech issue with their computer and hold off a line of six customer. No acknowledgement of presence, no heads up on the hold up. I literally walked away. Amazon should consider a different partner for their trade in drop off. read more

Had an appointment for a Samsung S21 screen repair. Was told would get a call or email when screen came in. Never heard from them. When I called to follow up they had no record of me and treated me like a new customer. Went into store today to talk to someone. Only one clerk on duty that studiously ignored me for 10 minutes until I got up to leave and then shouted "I'll be right with you!" Poorly trained staff and clearly badly managed. Don't waste your time. read more

Erin helped with my camera repair. They were very helpful and professional. Glad I went here for my repair

What a ripoff!! First of all I NEVER signed up for this! Second after I found out I had it and I was paying $25 a month for this and tried to use it, it does not cover stolen items... What Bull Shi* is that?? You people should be ashamed!! I was ripped of by this company! read more

Roxanne was a life saver!! I'm out in Washington on my honeymoon and my phone stopped working, which held all of our trip information. She was able to get my phone back in perfect condition within AN HOUR!!! I've never had such a great experience with a phone repair read more

Totally grateful for the good service, the quality of work and the speed with which they work, the girl who served me, excellent service. Thank you baby for my repairs. read more

Should be called U break, I break worse. I dropped off my iPad that had a cracked screen but worked just fine for a screen repair that was supposed to take 3 hours. I was back in the parking lot on time to pick it up and was told they needed a part that would be overnighted. Ten days later it was finally done and I was able to get it, but it doesn't work right. The face recognition no longer works and neither does the keyboard function unless I turn it upside down, but then you can't close the message or go to a different folder. Basically the touch screen only works on half, so you have to flip it ten times to do something as simple as answer email. $450 rip off! Then they try to upsell to spend $27 a month for an extended warranty. read more

Absolutely terrible experience. Employees made mistakes on not only my repair but others that were in the store at the same time. When picking up my phone (two days later than they promised), there were 4 other disgruntled customers in the store at the same time. When I paid in full, despite my phone still having issues, I calmly expressed the frustrations that occurred during my experience, and the employee responded in front of multiple customers, "Great Story!". I suggested that that may not be the best response for an employee to a customer, and that I was simply looking for an apology, to which the employee once again responded "Great Story". Tuesday afternoon, I cracked the screen of my phone. I considered replacing the phone, but it was going to be 1-2 days to get a new phone from Samsung. I called Asurion and the employee on the phone told me that they had parts in stock to repair it and that if I brought it in by 5PM that evening they would have it done the same day (by 7 PM). I arrived at Asurion at 4:45 PM, and during check in they determined they did not have the proper parts, but that they would be able to acquire them and get the phone fixed next day. I was okay with that. They informed me that they would email me. By 4:00PM the next day I had not heard from them, and gave them a call. I was told by the person on the phone that they were the tech working on my phone, and they explained that the new screen was installed but that they had to run internal quality control on my phone as well as 4 other phones and that they may or may not get it done that evening, but if they didn't they would have it done first thing the next morning. I did not receive an email that night. The next day I called 30 minutes after they opened at 10:30 AM. The employee said that my phone was not complete and that they didn't have the right parts for it. They said the Note 10+ 5G was different than the Note 10+.........this was frustrating because I told them on the phone, during check-in, that it was a Note 10+5G and they had my phone. He said he had to check with the tech but the tech was not in, and he was NOT allowed to tell me when that tech would be in that day. He told me they would call me, but I had to remind them that they only had my cell phone......which they still had. I gave him my office number and he promised he would call. At 1:30PM I had not heard from them and I called back. The person that checked in my phone "Q" told me that they were working on my phone, talking to a tech in the background they told me my phone would be done in an hour and to come in to the store to pick it up in an hour and a half. I did at that time express my frustration calmly that the previous evening they had told me the screen was installed and that they only had to do internal quality control. I waited until 4:30 PM an additional hour and a half after they told me my phone would be ready, until I went into the store. When I arrived, "Q" told me that it wasn't done, because he had to run "Internal Quality Control" but that he would do it personally and it would take 15 minutes. During the first 15 minutes 4 other people arrived and had similar stories that they all wanted to share. One person had been back 3 times, and after waiting for 45 minutes had to leave without his phone again. Another gentleman that I had met the day I dropped off my phone had his phone given to him, paid, only to come back 5 minutes later because his Iphone was completely locked out. After 20 minutes, I tried to get "Q's" attention by talking over the screen to where all employees were, and said "Q it has been more than 15 minutes." To which he responded from behind the screen "Well it will be another 15 minutes, chill out". After being in the store for over an hour, while being late for a business dinner. Q finally brought my phone out. I paid my bill in full, and while paying suggested that customer service and the experience was not a good one, to which Q responded "Great Story". I said that response was bad customer service, and he responded in front of all customers again "Great Story". After seeing the issues with other customers, I stayed to make sure my phone was functioning properly and it was not. It said "No Sim, Emergency Calls only". Employee told me, he didn't restart my phone, so just restart it. I did, and it said the same thing. He then told me he forgot to put my sim card in, and he would take care of it right away. After 15 more minutes he came out with my sim card, and just handed it to me, saying "Here you go". Apparently, the $339 I paid didn't include giving me a working phone back. After inserting myself, my phone works as it should, but the experience was terrible. Sad, because I have used the Bellevue store in the past, but I would never recommend the Tukwila location. read more