Complaints

This profile includes complaints for Asurion UBIF Franchise, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Asurion UBIF Franchise, LLC has 283 locations, listed below.

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• 

  Asurion UBIF Franchise, LLC

  Nashville, TN 37203-3421

  
• 

  Asurion UBIF Franchise, LLC

  864 N Superior Drive Crown Point, IN 46307

• 

  UBreakIFix by Asurion

  1645 E Camelback Rd STE 104 Phoenix, AZ 85016-3954

• 

  UBreakIFix by Asurion

  16838 N 7th St STE 1 Phoenix, AZ 85022-2686

• 

  Asurion UBIF Franchise LLC

  3728 Lorna Rd Hoover, AL 35216-6206

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the ubreakifix Asurion store at 310 NJ-36 #***, ****************, ** ***** because I am trading in my firestick and amazons shipping label said I could drop it there. After a 20+ minute wait in line I was told they dont ship stuff to Amazon. When I showed the associate the label and he went to the back and then came back shrugging and said that functions not set up. I called the manager to complain but the manager offered to do nothing to resolve the issue. Neither of them seemed to care that the store was unable to fulfill a function that the company is being paid by Amazon to fulfill and that a function is being falsely advertised. I tried to call the main Asurion number to file a complaint with them but could not get through to anyone who could help. This is obviously a business that does not care about its customers nor its duties to its business partners. I am going to complain to Amazon as well.

  Customer Answer

  Date: 08/14/2023

   

  here is the address of the location 

  ************************************************************
  

   

  Business Response

  Date: 09/08/2023

  September 8, 2023
  
  ***************************
  E-mail: **********************
  
  Re: Case 20427170
  
  Dear ***************************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on August 25, 2023 states the following:
  
  I went to the ubreakifix Asurion store at 310 NJ-36 #***,****************, ** ***** because I am trading in my firestick and amazons shipping label said I could drop it there.  After a 20+ minute wait in line I was told they dont ship stuff to Amazon.  When I showed the associate the label and he went to the back and then came back shrugging and said that functions not set up.  I called the manager to complain but the manager offered to do nothing to resolve the issue.  Neither of them seemed to care that the store was unable to fulfill a function that the company is being paid by Amazon to fulfill and that a function is being falsely advertised.  I tried to call the main Asurion number to file a complaint with them but could not get through to anyone who could help.  This is obviously a business that does not care about its customers nor its duties to its business partners.  I am going to complain to Amazon as well.
  
  Your desired settlement states:
  
  Modification/discontinuance of an advertised claim. 
  
  We sincerely apologize for your experience with the Asurion store representative and the less-than-satisfactory customer service you stated was provided during the Amazon trade-in process.  Following receipt of the BBB matter, Asurion confirmed that the system supporting the Amazon trade-in was malfunctioning at the time of your visit.  We value you as a customer and are genuinely concerned that your experience with Asurion did not meet your expectations.  The level of customer service you received is not characteristic of the quality or reliability of our services.  Your feedback is appreciated and will be looked at for process improvement and coaching where necessary. 
  
  If you have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided. 
  
  Sincerely,
  
  
  *****************
  Asurion, Regulatory Affairs
  Email: ************************************
  
  

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife, *****, brought her phone in July 14, 2023 to replace a cracked back to the **********, ** location. The person working, ****, quoted $200 to fix and around 4 hours. My wife agreed, and left. She went back to pick it up that day and was told that the phone was damaged while replacing the back and they think it needs a new battery. They have to wait until Monday, July 17, 2023 to get the battery. Monday comes and it turns out the new battery did t help and they need to ship it to another location to replace the motherboard. They said it should be 5-7 business days. On the seventh business day, after not hearing anything, I can and speak to ****. He says he hasnt heard anything on it and plans on calling. He states hed offer me 25% off the original $200 cost for the troubles. We wait a couple more days until today, July 27th. We call back, and again, **** doesnt know when the phone will be ready. By this time, its been 13 days without a phone due to someone at this location breaking it. When I do get it back, its going to have lower quality aftermarket parts in it that were perfectly fine when it was brought in. And what is their offer? $50 off. I dont think this is reasonable.

  Customer Answer

  Date: 08/09/2023

  Store location: **********, **

  Cell phone carrier: Verizon

  Associated phone number: **************

  Alternate phone number: **************

  Customer Answer

  Date: 08/10/2023

  The phone was ready for pick-up on Monday, July 31st. The store ended up charging $100 for the repair, which was originally quoted at $200. To me, a 50% discount for the troubles and hassles of having no phone for 17 days is not acceptable. And to top it all off, the volume-up button does not work now. It was working fine before bringing the phone in on July 14th. When I reached-out to my corporate contact, ********************, he said I should bring the phone back to the same store that broke the phone in the first place. I cant do that and then break the phone again.

  Business Response

  Date: 08/24/2023

  August 24, 2023
  
  *********************************
  E-mail: *************************************************************
  
  Re: Case 20385505
  
  Dear *********************************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on July 27, 2023 states the following:
  
  My wife, *****, brought her phone in July 14, 2023 to replace a cracked back to the **********, ** location.  The person working, ****, quoted $200 to fix and around 4 hours.  My wife agreed, and left.  She went back to pick it up that day and was told that the phone was damaged while replacing the back and they think it needs a new battery.  They have to wait until Monday, July 17, 2023 to get the battery.  Monday comes and it turns out the new battery did t help and they need to ship it to another location to replace the motherboard.  They said it should be 5-7 business days.  On the seventh business day, after not hearing anything, I can and speak to ****.  He says he hasnt heard anything on it and plans on calling.  He states hed offer me 25% off the original $200 cost for the troubles.  We wait a couple more days until today, July 27th.  We call back, and again, **** doesnt know when the phone will be ready.  By this time, its been 13 days without a phone due to someone at this location breaking it.  When I do get it back, its going to have lower quality aftermarket parts in it that were perfectly fine when it was brought in.  And what is their offer?  $50 off.  I dont think this is reasonable.
  
  Your desired settlement states:
  
  Contact by the business. 
  
  By way of background, UBIF Franchising Co.(UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair. Each franchise location is independently owned and operated by franchisees.  Your case involves the *********** store, a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, on July 14, 2023, you visited the ********** store for a black glass replacement on your Apple iPhone 13 Pro (the Device).  Unfortunately, during the repair, the Device sustained additional damage and required a new battery.  Although the ********** store replaced the battery, it did not resolve the Devices issue. As a result, the Device was transferred to the ********** store for diagnosis and repair.  However, you reported that the repair went unresolved.
  
  Following the receipt of your case, Asurion confirmed that on July 31, 2023, the ********** store successfully completed the repair.  In order to provide a suitable resolution, you were offered a 50% discount, which you accepted, and the repaired Device was returned to you.  We sincerely apologize for any inconvenience caused by the failed repair.  Given the above, we will consider the matter closed. 
  
  If you have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided. 
  
  Sincerely,
  
  
  *****************
  Asurion, Regulatory Affairs
  Email: ************************************
  

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my Ps5 console because the **** port was malfunctioning and had them diagnose it. They agreed it was the port, because it was powering up but there was no signal going out during the initial visit. Console was sent out to be repaired. Picked up the Ps5, was told its unrepairable the motherboard was fried. I asked if they gave me someone elses console by mistake because you could hear something shaking on the inside, he assured me it was mine. Took it home and it would not even power up

  Business Response

  Date: 07/25/2023

  July 25, 2023
  
  ***************************
  **************************
  **********,** 15207
  
  Re: Case 20292145
  
  Dear ***************************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on July 10, 2023 states the following:
  
  Took my Ps5 console because the **** port was malfunctioning and had them diagnose it. They agreed it was the port, because it was powering up but there was no signal going out during the initial visit. Console was sent out to be repaired. Picked up the Ps5, was told its unrepairable the motherboard was fried. I asked if they gave me someone elses console by mistake because you could hear something shaking on the inside, he assured me it was mine. Took it home and it would not even power up.
  
  Your desired settlement states:
  
  Repair. 
  
  By way of background, UBIF Franchising Co.(UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair. Each franchise location is independently owned and operated by franchisees.  Your case involves the *********** store, a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, on June 23, 2023, you visited the *********** store for an **** port repair on your **** PlayStation 5 (the Device).  As you note, the Device was powering on at the time of check-in.  The store determined to send the product off-site to our service center, which was done on June 25, 2023.  *********** center performed diagnostic testing and completed an **** port repair on June 29, 2023.  However, after the **** port repair, the device no longer powered on.  On June *******, the Device was marked **************************** and returned to the *********** store. 
  
  Following the receipt of your case, an Asurion resolution specialist contacted you to discuss your concerns.  In order to provide a suitable resolution,you were offered $350 due to the failed repair of your Device, which you accepted.  We sincerely apologize for any inconvenience caused by the failed repair.  Given the above, we will consider the matter closed. 
  
  If you have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided. 
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************************
  
  

  Customer Answer

  Date: 07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this company is a plain fraud, and there coustmer services is the worst you will ever have,they broke my phone camera while they tried fixing it at there local store,after they took my phone for 2days (me with no phone) when they agreed to give me a new phone to replace they wouldn't replace my screen protector i had on my phone even they broke it,my new phone should've been included with a screen protector since i had one...when asking to talk to a supervisor after the guy was nasty with me they but me on holds and said i can't talk to there supervisor since its company policy, this company is nothing but a scam, save your money and dont fet insurance so you dont need to deal with this nonsense company.

  Customer Answer

  Date: 07/11/2023

  1. Please provide the **** store location **************************************************

  (street, city, state)

  2. the name of the cell phone carrier  Verizon 

  3. the associated phone number  ************ 

  4. an alternative contact phone number  ************ 

  Business Response

  Date: 07/25/2023

  July 25, 2023
  
  *********************
  ********************
  
  Re: Case 20294737
  
  Dear *********************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on July 11, 2023 states the following:
  
  this company is a plain fraud,and there coustmer services is the worst you will ever have,they broke my phone camera while they tried fixing it at there local store,after they took my phone for 2days (me with no phone) when they agreed to give me a new phone to replace they wouldn't replace my screen protector i had on my phone even they broke it,my new phone should've been included with a screen protector since i had one...when asking to talk to a supervisor after the guy was nasty with me they but me on holds and said i can't talk to there supervisor since its company policy, this company is nothing but a scam, save your money and dont fet insurance so you dont need to deal with this nonsense company.
  
  Your desired settlement states:
  
  Replacement. 
  
  By way of background, UBIF Franchising Co.(UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair. Each franchise location is independently owned and operated by franchisees.  Your case involves the ********** store, a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  According to our records, on July 6, 2023 you visited the store for a screen repair for your ******* Galaxy S21 Ultra 5G (the Device).  Unfortunately, during the attempted repair, the Device was further damaged rendering it unrepairable.  A replacement device was provided, but you note that a replacement screen protector was not provided. 
  
  Following the receipt of your case, an Asurion resolution specialist attempted to call you to discuss your concerns.  Because your voice mailbox was full, the resolution specialist contacted you via email as a second attempt to reach you.  In order to provide an amicable resolution, you were offered $25 to replace the screen protector, which you accepted.  We sincerely apologize for any inconvenience this matter caused you as well as the poor customer service you state you were provided.  Given the above, we will consider the matter closed. 
  
  If you have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided. 
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************************
  
  

  Customer Answer

  Date: 07/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6th, 2021 I originally took my phone in to get a crack screen repaired and it was done by the store in4288 ************, ************** *****. They repaired my phone but unknown to me they stripped a s**** attached to the mother board and rendered my phone unrepairable. I found this out when I took my phone into ***** A ************** ********* *********, **, ***** and they let me know my phone cant be repaired because of the stripped s**** I called in and spoke with corporate and they told me they will not do anything about it. I need my device replaced or something.

  Business Response

  Date: 07/13/2023

  July 13, 2023
  
  *******************
  **********************
  *********, ** 94402
  
  Re: Case 20245461
  
  Dear *******************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on June 27, 2023 states the following:
  
  On July 6th, 2021 I originally took my phone in to get a crack screen repaired and it was done by the store in4288 ************, ************** *****. They repaired my phone but unknown to me they stripped a s**** attached to the mother board and rendered my phone unrepairable. I found this out when I took my phone into ***** A ************** ********* *********, **, ***** and they let me know my phone cant be repaired because of the stripped s**** I called in and spoke with corporate and they told me they will not do anything about it. I need my device replaced or something.
  
  Your desired settlement states:
  
  Repair. 
  
  By way of background, UBIF Franchising Co.(UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair. Each franchise location is independently owned and operated by franchisees.  Your case involves the ************** store, a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, on July 6, 2021, you visited the *********************** UBIF store for a back glass, charge port, and con-to-con replacement for your ******* Galaxy Note 20 Ultra 5G (the Device).  Although the Device underwent quality inspection following the repair, you state that on June 20, 2023 you visited the ********* UBIF store for a screen replacement (due to physical damage).  The ********* UBIF store advised you that they were unable to complete the screen replacement due to a stripped screw, which you allege was caused by the *********************** UBIF stores repair in 2021. 
  
  Following the receipt of your case, an Asurion resolution specialist contacted you to discuss your concerns.  In order to provide an amicable resolution,you were offered $800, the current trade-in value of your Device, which you accepted.  We sincerely apologize for any inconvenience caused.  Given the above,we will consider the matter closed. 
  
  If you have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided. 
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************************
  
  

  Customer Answer

  Date: 07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my ******* Galaxy * Fold 3 to UbreakIFix Asurion in *******, ********** in April, 2023 to have it's inner and outer screen replaced. The day I gave them the phone they said they needed 1, 2 days at most to fix it because they had the parts in stock. The 4th day I called their store and, because they didn't answer, I decided to walk into their store to see the status of the repair. They told me that they had "run into a problem" and will call me when the phone would be ready. After one week, they called me and I picked it up, it was working at that time. That same day, the inner screen had a line in the middle and no longer worked. When I took it back to them, Asurion said that they were seeing "this all the time and the * folds are known for this" and refused to apply the warranty. They also said that they saw physical damage to the phone which was not true.I called ******* to report the incident and the representative I spoke with let me know that the Asurion store staff had broken the back of the phone and this is why they kept it longer. My guess is that some small piece from that went into the screen and broke it the second time, but they did not tell me anything. I had that phone for 3 years and it worked fine, all I wanted was new screens to have it work again. I paid close to $1,000 for this, only to have to change my phone altogether and had to pay an additional $1,200 to get a new one.

  Customer Answer

  Date: 06/22/2023

  Asurion ************ Plaza

  **********************************************************

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  ***********
  *******************************
  ****, ** 98042
  
  Re: Case 20172560
  
  Dear ***********,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on June 11, 2023 states the following:
  
  I took my ******* Galaxy * Fold 3 to UbreakIFix Asurion in *******, ********** in April, 2023 to have it's inner and outer screen replaced. The day I gave them the phone they said they needed 1, 2 days at most to fix it because they had the parts in stock. The 4th day I called their store and, because they didn't answer, I decided to walk into their store to see the status of the repair. They told me that they had "run into a problem" and will call me when the phone would be ready.After one week, they called me and I picked it up, it was working at that time.That same day, the inner screen had a line in the middle and no longer worked.When I took it back to them, Asurion said that they were seeing "this all the time and the * folds are known for this" and refused to apply the warranty. They also said that they saw physical damage to the phone which was not true. I called ******* to report the incident and the representative I spoke with let me know that the Asurion store staff had broken the back of the phone and this is why they kept it longer. My guess is that some small piece from that went into the screen and broke it the second time, but they did not tell me anything. I had that phone for 3 years and it worked fine, all I wanted was new screens to have it work again. I paid close to $1,000 for this, only to have to change my phone altogether and had to pay an additional $1,200 to get a new one.
  
  Your desired settlement states:
  
  Refund; Billing adjustment. 
  
  By way of background, UBIF Franchising Co.(UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair. Each franchise location is independently owned and operated by franchisees.  Your case involves the ******* store, a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  We investigated your concerns in an effort to remediate the matter.  According to our records, in March 2023, you visited the ******* UBIF store, located at **********************************************************, for an inner and outer screen repair on your ******* Galaxy * Fold 3 (the Device).  The Device was ************************ and returned to you.  Although you acknowledge the Device was in good working order at pick up, you allege that the Device wasn't working correctly post-repair and that the store failed to properly repair the Device.
  
  Following the receipt of your case, an Asurion resolution specialist contacted you to discuss your concerns.  The resolution specialist explained that the Device was fully tested following repair, and passed all ******* exit diagnostic testing post-repair.  You acknowledged that the Device was working correctly post-repair.  In addition, you have traded the Device in, and we are therefore unable to examine the Device, conduct testing and/or troubleshooting, or verify its current physical condition.  For these reasons, we are unable to offer any resolution in this case. 
  
  We sincerely apologize for any inconvenience,however, we will consider this matter addressed for the reasons stated above.  If you have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided. 
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************************
  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20172560
  
  I am rejecting this response because:

  The store damaged the phone without letting me know. I found out from the ******* rep who took my call  
  

  You are trying to make me look like I am asking for an unreasonable resolution to my problem, when in fact your store took my phone, kept it too long because they broke the back of it, they temporarily fixed it and handed it back to me without disclosing the damage they caused.

  I paid for the screens to be changed, not to have the phone further damaged and temporarily fixed, 

  You are saying that the store checked to see that it passed ******* standards. I am sure that ******* does not approve of subpar work and non-disclosure. 
  

  I paid almost a thousand dollars to have the phone correctly repaired and trusted your store to do an honest job.

  I understand that you do not want to resolve my issue and fully expected you to respond this way. I also hope you agree that your way of doing business needs improvement and further action.

  
  Sincerely,
  
  ***********

  Business Response

  Date: 07/13/2023

  July 13, 2023
  
  ***********
  *******************************
  ****, ** 98042
  
  Re: Case 20172560
  
  Dear ***********,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB)regarding Asurions response to the above-referenced matter.
  
  Your rebuttal on June 29, 2023, states:
  
  The store damaged the phone without letting me know. I found out from the ******* rep who took my call 
  
  You are trying to make me look like I am asking for an unreasonable resolution to my problem, when in fact your store took my phone, kept it too long because they broke the back of it,they temporarily fixed it and handed it back to me without disclosing the damage they caused.
  
  I paid for the screens to be changed, not to have the phone further damaged and temporarily fixed,
  
  You are saying that the store checked to see that it passed ******* standards. I am sure that ******* does not approve of subpar work and non-disclosure.
  
  I paid almost a thousand dollars to have the phone correctly repaired and trusted your store to do an honest job.
  
  I understand that you do not want to resolve my issue and fully expected you to respond this way. I also hope you agree that your way of doing business needs improvement and further action.
  
  Sincerely,
  
  ****************;
  
  As explained to you in our previous response, and as explained by the Asurion resolution specialist who contacted you to discuss your concerns, your ******* ************* 3 was fully tested following repair and passed all ******* exit diagnostic testing post-repair.  You acknowledged that the Device was working correctly post-repair, and expressed no concerns at that time. 
  
  Please note that we do offer a 1-year limited warranty on repairs.  However, you traded the Device in before we were able to inspect it, verify the issues you are reporting, or provide any resolution under the 1-year limited repair warranty.  For these reasons, we are unable to offer any resolution in this case. 
  
  Again, we sincerely apologize for any inconvenience, however, we will consider this matter addressed.  If you have any remaining questions, please feel free to contact the Asurion resolution specialist using the contact information previously provided. 
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************************
  
  

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/26I dropped off my phone at the ********/south Peoria location after verifying that the part for my phone was in stock. I dropped my phone and there was a crack and a line in the middle of the screen but I could see the whole picture just the line was there. I was able to use my phone right up until I dropped it off with *****. I had also watched Tiktok right up until I walked in and was able to like a video. I showed my phone to *****, full screen present, and informed him there was a lock on the screen. I provided him the code and he put in the code and opened the phone with no issues. I was quoted about 3 hours and I left. My husband informed me via email that ****** called to say that while trying to fix my phone one of the screws was in too tight and they stripped the s**** and couldn't get it out now. When I got to the store, ****** presented me my phone and I could no longer see the whole picture. When asked what happened he said that he put my phone on the "hot plate" and sometimes that happens and the phone may end up worse than when it's dropped off. Once he realized what he said, he back tracked and blamed me, and said that it was my fault and there's no way to verify that my phone wasn't like that when I brought it in. I advised him that I was able to use my phone right up until I handed it off. I reminded him of my interaction with the previous gentleman and he didn't want to hear it and blamed me again. When I asked for his boss he said he was on lunch and would be back in an hour and I could come back but would not give me his name. A woman came up and said she called someone and they instructed her to have me call corporate. He again did not want to provide me *****'s name until i asked for it multiple times. He was then trying to print a receipt and have me sign it which I declined and told him that I was not signing anything. I also told him I did not sign anything in the beginning warning me that my phone would be worse off after dropping it off.

  Customer Answer

  Date: 06/16/2023

  More Information.. Here is the address of the store. 

  *************************************************************************

  Business Response

  Date: 06/27/2023

  June 27, 2023
  
  *****************************
  ************************************************
  ***************, ** 85340
  
  Re: Case 20167028
  
  Dear *****************************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on June 9, 2023 states the following:
  
  4/26 I dropped off my phone at the ********/south Peoria location after verifying that the part for my phone was in stock. I dropped my phone and there was a crack and a line in the middle of the screen but I could see the whole picture just the line was there. I was able to use my phone right up until I dropped it off with *****. I had also watched Tiktok right up until I walked in and was able to like a video. I showed my phone to *****, full screen present, and informed him there was a lock on the screen. I provided him the code and he put in the code and opened the phone with no issues. I was quoted about 3 hours and I left. My husband informed me via email that ****** called to say that while trying to fix my phone one of the screws was in too tight and they stripped the s**** and couldn't get it out now. When I got to the store, ****** presented me my phone and I could no longer see the whole picture. When asked what happened he said that he put my phone on the "hot plate" and sometimes that happens and the phone may end up worse than when it's dropped off. Once he realized what he said, he back tracked and blamed me, and said that it was my fault and there's no way to verify that my phone wasn't like that when I brought it in. I advised him that I was able to use my phone right up until I handed it off. I reminded him of my interaction with the previous gentleman and he didn't want to hear it and blamed me again. When I asked for his boss he said he was on lunch and would be back in an hour and I could come back but would not give me his name. A woman came up and said she called someone and they instructed her to have me call corporate. He again did not want to provide me *****'s name until i asked for it multiple times. He was then trying to print a receipt and have me sign it which I declined and told him that I was not signing anything.I also told him I did not sign anything in the beginning warning me that my phone would be worse off after dropping it off.
  
  Your desired settlement states:
  
  Because they completely broke the phone, I was left with no other options and I had to add a line to my account and will cost over $1000 for this new phone and monthly charges. I would like the phone fixed or the cost of the phone to be paid as this could have been prevented. I am including what my phone looked like before I left it with the store. 
  
  By way of background, UBIF Franchising Co.(UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair. Each franchise location is independently owned and operated by franchisees.  In this case, you visited a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  After receiving your case, we investigated your concerns in an effort to remediate the matter.  According to our records, on April 26, 2023, you visited the South ****** UBIF store, located at *************************************************************************  You visited the store due to your ******* Galaxy S23 Ultra 5G (the Device) having a crack in the middle of the screen.  A screen repair was attempted but was unsuccessful.  The following day you advised the store that you purchased a new device from ******* Wireless and requested compensation in the amount equal to the cost of your newly purchased device.
  
  Following your visit to the store, an Asurion Resolution Specialist (**) contacted you to discuss your concerns.  The ** noted that the Device arrived at the store with a horizontally cracked screen and *** issues below the crack.  At check-in, the store was not able to fully test the device due to the damage, specifically, the lower portion of the screen (below the crack) was flickering.  A repair was attempted, but once the device was opened, the technician found a stripped s**** within the Device, thus preventing the repair from moving forward.  At that time, the store advised you to contact ******* directly due to the stripped s**** that was found within the device.
  
  We sincerely apologize for any inconvenience this matter may have caused you.  However,after a review of the work order notes and speaking with store staff, we are unable to provide a reimbursement for your newly purchased device based on your Devices condition at check-in.  Please note that when a devices screen is cracked and the *** panel is damaged/flickering (as was the case here), the device may stop functioning at any time.  In this case, we maintain that the failure of your Device was due to the initial damage suffered by the Device, not due to the repair attempt.    
  
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************************
  
  

  Customer Answer

  Date: 07/05/2023

  In response from the company, in no way should I be held responsible for someone stripping a s**** or further damaging a phone without this being presented prior to me leaving your store with this information. I did not sign a document explaining that this could happen as I would have been very hesitant to leave my phone at all. It was negligent on the company to assume this behavior would be acceptable and then lie about what was done and/or said and then blame me for their inability to fix the phone or communicate expectations. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20167028
  
  I am rejecting this response because: In response from the company, in no way should I be held responsible for someone stripping a s**** or further damaging a phone without this being presented prior to me leaving your store with this information. I did not sign a document explaining that this could happen as I would have been very hesitant to leave my phone at all. It was negligent on the company to assume this behavior would be acceptable and then lie about what was done and/or said and then blame me for their inability to fix the phone or communicate expectations. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/19/2023

  July 19, 2023
  
  *****************************
  *************************************
  *************************, ** 85340
  
  Re: Case 20167028
  
  Dear *****************************,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB)regarding Asurions response to the above-referenced matter.
  
  Your rebuttal on July 5, 2023, states:
  
  In response from the company,in no way should I be held responsible for someone stripping a s**** or further damaging a phone without this being presented prior to me leaving your store with this information. I did not sign a document explaining that this could happen as I would have been very hesitant to leave my phone at all. It was negligent on the company to assume this behavior would be acceptable and then lie about what was done and/or said and then blame me for their inability to fix the phone or communicate expectations.
  
  We apologize for your frustration, however,as stated previously, we reviewed all work order notes and spoke with store staff.  Based on your Devices condition at check-in, which you do not dispute, the device had a cracked screen and the *** panel was damaged/flickering.  We again maintain that a device with this type of damage could stop functioning at any time.  The failure of your Device was due to the initial damage suffered by the device, not due to the repair attempt.  In addition, you opted to purchase a new device from ******* Wireless the following day and requested the store reimburse you the cost of your newly purchased device.  Given the above, we are unwilling to reimburse you the cost of your newly purchased device. 
  
  While we regret we cannot offer your desired resolution, we will nevertheless consider this matter closed.   
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************************
  
  

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was sent to this store by ****** to fix my phone that was not functional due to manufacturer's defect. Not only did they not fix the phone, they smashed the screen, and now ****** is denying my claim that the phone was malfunctioning due to manufacturer's defect. Requesting compensation commensurate with a replacement device.I've attached a photo of the phone prior to it being smashed by this business.

  Customer Answer

  Date: 06/14/2023

   *************************************************

  Business Response

  Date: 06/27/2023

  June 27, 2023
  
  *********************************
  *******************************************
  
  Re: Case 20129094
  
  Dear *********************************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on June 1, 2023 states the following:
  
  Was sent to this store by ****** to fix my phone that was not functional due to manufacturer's defect. Not only did they not fix the phone,they smashed the screen, and now ****** is denying my claim that the phone was malfunctioning due to manufacturer's defect. Requesting compensation commensurate with a replacement device. I've attached a photo of the phone prior to it being smashed by this business.
  
  Your desired settlement states:
  
  None Provided. 
  
  By way of background, UBIF *************** (UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair.  Each franchise location is independently owned and operated by franchisees.  In this case, at the time of your transaction, you visited a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  After receiving your case, we investigated your concerns in an effort to remediate the matter.  According to our records, on May 31, 2023, you visited the ****** UBIF store, located at ************************************************************* for a screen repair of your ****** Pixel 5A (the Device) under the manufacturers warranty. Unfortunately, although a screen replacement was completed, post-replacement testing indicated that the screen replacement was unsuccessful.  Therefore, the store removed the newly replaced screen, re-installed the faulty part, and the device was returned to you for additional warranty assistance from ****** under the manufacturers warranty. 
  
  Following the receipt of your case, a Resolution Specialist contacted you to assist you with your concerns. During that conversation, you advised that ****** assisted you with a replacement under the manufacturers warranty. At that time, you indicated that you were satisfied with the resolution and had no further concerns regarding the matter. 
  
  We sincerely apologize for any inconvenience this matter may have caused you.  We acknowledge that the store did not properly set expectations for the in-warranty replacement process or properly assist you with the in-warranty replacement process.  We make a commitment to our customers to make the repair process quick and easy and truly regret that this was not your experience.  Thank you for bringing this matter to our attention so that continuous process improvements can be made.
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my phone to an Asurion branch in *********, ** on May 27, 2023 for a screen repair. The phone network was working fine before bringing it to Asurion. I dropped the phone off at 11:43am EST and was told the repair would take approximately 2-3 hours. After waiting for over five hours, I decided to just go to the location and pick my phone up. When I got there, the representative gave me my phone and stated I can bring my phone back if I had any issues. I came back after 10 minutes after realizing my phone could not connect back to the network and would not charge. I asked the representative to take a look at it (because I initially thought the *** card was missing), and he carelessly advised me to file another claim to get another phone and I will get one right away (this is Memorial Day, so I know thats not true) and didnt bother looking at it. I didnt usually have any issues with phone repairs in the past with this company, but this instance displays poor customer service and accountability, which leaves me out of a phone for a holiday weekend. The employees at this location needs to be held accountable for their actions. I would like to be refunded for my claim and lost days of being inconvenienced without my phone.

  Customer Answer

  Date: 05/31/2023

   ********************************************************************************************

  Business Response

  Date: 06/15/2023

  June 15, 2023
  
  ***************************
  *******,** 32771
  
  Re: Case 20115024
  
  Dear ***************************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on June 1, 2023 states the following:
  
  I brought my phone to an Asurion branch in *********, ** on May 27, 2023 for a screen repair. The phone network was working fine before bringing it to Asurion. I dropped the phone off at 11:43am EST and was told the repair would take approximately 2-3 hours. After waiting for over five hours, I decided to just go to the location and pick my phone up. When I got there, the representative gave me my phone and stated I can bring my phone back if I had any issues. I came back after 10 minutes after realizing my phone could not connect back to the network and would not charge. I asked the representative to take a look at it (because I initially thought the *** card was missing), and he carelessly advised me to file another claim to get another phone and I will get one right away (this is Memorial Day, so I know thats not true) and didnt bother looking at it. I didnt usually have any issues with phone repairs in the past with this company, but this instance displays poor customer service and accountability, which leaves me out of a phone for a holiday weekend. The employees at this location needs to be held accountable for their actions. I would like to be refunded for my claim and lost days of being inconvenienced without my phone.
  
  Your desired settlement states:
  
  None Provided. 
  
  By way of background, UBIF *************** (UBIF Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (UBIF) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair.  Each franchise location is independently owned and operated by franchisees.
  
  After receiving your case, we investigated your concerns in an effort to remediate the matter.  Unfortunately,we were unable to find any recent repair or work orders based on the information you provided in your BBB case. Therefore, a resolution specialist attempted to contact you on three separate occasions and left three voice mails and sent three emails providing their direct contact information.  To date, we have not received a response. If you still require additional assistance, please contact the resolution specialist directly and they would be happy to assist you further.  In addition, if your matter relates to an insurance claim, we invite you to contact us for further claim assistance.
  
  We sincerely apologize for any inconvenience this matter may have caused you.  We make a commitment to our customers to make the repair process quick and easy and truly regret that this was not your experience. 
  
  Sincerely,
  
  *************************
  Asurion, Regulatory Complaints
  Email: **************************************************
  
  

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought laptop ***** helios predator) to be serviced on March 31- scheduled only for fans to be cleaned and tune up. On April 1 I was called indicating it was done. Went to pick it up, it wouldnt turn on (tech checked right as I was ready to take it). Was told theyd follow up with me. About a week later, I learned that the motherboard got hit with static electricity during the service, so they had to replace it. Was told itd be about a week. The following week however, it turned out that the replacement hadnt even been ordered when it was supposed to be. I was told it was then ordered and would be another week or so. The following week (at this point being 3 weeks) they said they had the replacement (which happened to not be the same size computer, but was stronger, they said), but there was an issue with the battery, so they would probably have to get a new one. I was told it would be a rush order and should be in by end of that week. At the end of that week I was told that the computer had not come in yet. At that point, as it had been a month, I called the main office and got a case manager. All that really came out of that was a $50 gift card for compensation. The case manager reached out to the store but until yesterday the computer had not arrived (or I was not told it did). I was told it was the exact same as my original computer and should be ready today. Today I reached out again, and was told that its a better computer- they expected it to be a plug and play but the hard drive is different so now they are transferring the data and testing and it should be done by Tuesday. It has been 6 weeks of excuses, with the initial issue not even having been caused by me. *email traffic can be provided, if necessary. * I dont think I can trust this store to service my computer again, because what was a simple job turned into a never ending cycle of excuses with no corporate means to help resolve the issue in an expeditious manner.

  Customer Answer

  Date: 05/15/2023

  I thought I provided this when I first filed 

  Store:
  North Hills
  ************************************************************************************
  
  Phone:
  ************

   as of today they were finishing up and were checking that everything transferred and was working Im hoping Ill get the computer tomorrow I guess

  Customer Answer

  Date: 05/24/2023

  I got the replacement computer- it is not an exact replacement. Because of this, instead of just a hard drive swap, My data was transferred, but because they dont guarantee data, I had to reinstall everything, which cost hours of time I shouldnt have had to spend and I still dont have everything back they way it was. The replacement costed less than an exact of my previous computer, which is why I think they went for it, but because of that it caused more problems. They broke the computer, they should have replaced it with an exact and returned it the way it started.  At this point I want to be reimbursed for the difference in cost of the computers for this frustration and all the time and data lost through their errors.

  Business Response

  Date: 06/06/2023

  June 6, 2023
  
  ***********************
  814 ************
  ******* Park, ** 15101
  
  Re: Case 19999658
  
  Dear ***********************,
  
  With regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your case filed with the BBB on May 12, 2023 states the following:
  
  Brought laptop ***** helios predator) to be serviced on March 31- scheduled only for fans to be cleaned and tune up. On April 1 I was called indicating it was done. Went to pick it up, it wouldnt turn on (tech checked right as I was ready to take it). Was told theyd follow up with me. About a week later, I learned that the motherboard got hit with static electricity during the service, so they had to replace it. Was told itd be about a week.The following week however, it turned out that the replacement hadnt even been ordered when it was supposed to be. I was told it was then ordered and would be another week or so. The following week (at this point being 3 weeks) they said they had the replacement (which happened to not be the same size computer, but was stronger, they said), but there was an issue with the battery, so they would probably have to get a new one. I was told it would be a rush order and should be in by end of that week. At the end of that week I was told that the computer had not come in yet. At that point, as it had been a month, I called the main office and got a case manager. All that really came out of that was a $50 gift card for compensation. The case manager reached out to the store but until yesterday the computer had not arrived (or I was not told it did). I was told it was the exact same as my original computer and should be ready today. Today I reached out again, and was told that its a better computer- they expected it to be a plug and play but the hard drive is different so now they are transferring the data and testing and it should be done by Tuesday. It has been 6 weeks of excuses, with the initial issue not even having been caused by me.*email traffic can be provided, if necessary. * I dont think I can trust this store to service my computer again, because what was a simple job turned into a never ending cycle of excuses with no corporate means to help resolve the issue in an expeditious manner.
  
  Your desired settlement states:
  
  I want to job completed and the new (better?) computer back with all my data. I havent seen the new device to know its specs. ; More than $50 gift card to make up for this stress. 
  
  By way of background, **** *************** (**** Franchising) is a corporate franchisor that grants licenses to franchisees to operate uBreakiFix (****) branded stores that repair consumer electronic devices.  With several hundred locations in ***************** and ******, we are one of the largest franchises specializing in consumer electronic repair.  Each franchise location is independently owned and operated by franchisees.  In this case, you visited a store owned by Asurion UBIF Franchise, LLC (Asurion). 
  
  After receiving your case, we investigated your concerns in an effort to remediate the matter.  According to our records, on March 31, 2023, you visited the North Hills **** store, located at *********************************************************************************** for a routine cleaning and tune-up for your **** Helios Predator laptop (the Product).  Unfortunately, after the cleaning and tune-up process, the Product began experiencing a power failure.  To resolve the matter, **** authorized and ordered a replacement Product (Replacement Product 1).  However, Replacement Product 1 arrived with a non-working battery.  **** subsequently ordered another replacement laptop (Replacement Product 2), which you retrieved from the **** location on May 16, 2023.
  
  We acknowledge that the initial cleaning and tune-up failed, and that the matter was ultimately resolved with a replacement product.  Although you confirmed receipt of Replacement Product 2 and a $50 gift card for the inconvenience you experienced as a result of the matter, you continued to express your dissatisfaction regarding the quality of Replacement Product 2.  On May 30, 2023, a Resolution Specialist contacted you to address your concerns.  To fully resolve your concerns, you agreed to a $350 reimbursement check representing the difference between the market value of the damaged Product and Replacement Product 2.  At that time, you indicated that you were satisfied with the resolution and had no further concerns regarding the matter.
  
  We sincerely apologize for any inconvenience this matter may have caused you.  We make a commitment to our customers to make the repair process quick and easy and truly regret that this was not your experience. 
  
  Sincerely,
  
  *****************
  Asurion, Regulatory Complaints
  Email: ************************************
  
  

  Customer Answer

  Date: 06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    I just want to note that during this process I never expressed any total satisfaction with anything.  Anytime there was a reason something wasnt done or learning the computer was different I felt powerless and all I could say was ok. After finally getting the replacement I learned all the things different, and had to reload everything, which is why I continued to be frustrated. I dont really think the $350 was enough, looking at what my prior computer costs now - new through Amazon- but I accept this as a resolution in an effort to be done with this.  I do appreciate you working with me.
   For the future, Please just put yourself in the customers shoes in this situation. What would you have done?

  Sincerely,
  
  ***********************