Pricing

The following items are required fundamentals to perform check-ins. Be sure you understand each of these.

Advanced Troubleshooting
Asurion Multi-Peril Repairs
In-Store Sales & Services
"Never Turn Down a Repair"
Samsung Color Swaps
Samsung & Google Maintenance Mode

Name	Price	SKU
Advanced Mobile Troubleshooting	$39.99	515763
Advanced Non-Mobile Troubleshooting	$59.99	515762
Phone Backup / Data Transfer: No Part	$49.99	309100
Phone Backup / Data Transfer: Temporary Part	$99.99	309100
Phone Backup / Data Transfer: Flip / Fold Temporary Part or Liquid Damaged Device	$149.99	309100
Liquid Damage Diagnostic: Non-Refundable	$39.99	426811
No Warranty on Liquid Damage	N/A	57890
Generic Accessory (if access. has no label)	Varies	212001
Console HDMI Connector Replacement (Generic Soldering SKU)	Varies	553469

September, 2024

Prices that are bordered like this indicate...

Mailed out repair to Lansing. Click the price for more information.
To Do: Add notation and wording for previously attempted repair (by either customer or tech.)
High priority warning. There is something to be aware of with this repair. Hover over the icon for more information.
Lower priority warning. There is something to be aware of with this repair, however techs who've been here should be aware. Hover over the icon for more information.

Other items to be aware of...

These are links. Clicking model name will give repair guides and relevant repair information. Clicking price will show your store's inventory for the necessary part.
Hovering your cursor over these icons will give you info. to be aware of.

Note: Once the page refreshes and text below refreshes, your suggestion has been successfully submitted.

Advanced Troubleshooting Fee

No power and/or devices that must be opened to diag. should have the appropriate troubleshooting SKU added:

515762: Advanced Non-Mobile Troubleshooting at $59.99.
515763: Advanced Mobile Troubleshooting at $39.99.

This does not replace standard repair quoting. This fee is aimed to ensure the customer wishes to proceed with repairing their device and covers our cost if several parts must be must be ordered / replaced to get the device running again. If a device has a visibly broken screen and more wrong with it, the customer should be told their repair is at least $X (screen repair price). If customer does not want to accept that repair price, then we know not to proceed with check-in.

This fee is deducted from the total repair price. Example, a PS5 that needs a PSU would still only be $199.99, not $259.98. When moving to Repaired, simply remove the Advanced Troubleshooting SKU from Work Order. Note, this fee is not removed in Unrepairable / Declined scenarios.

Refunds. If you don't feel a particular customer should be charged this non-refundable fee, talk to your Manager. Managers are able to remove this non-refundable fee at their discretion.

When the Advanced Troubleshooting Fee should be used:

When a device needs to be opened to diagnose the issue.
Device has no signs of life. No power and not charging light
Non-standard device that is not working (speakers, headsets, ect.)
Customer declines repair after repair is completed. If we have to revert a repair, the customer should be charged.

When the Advanced Troubleshooting Fee should NOT be used:

External look at the device in front of the customer, to see if the problem is easily identifiable. Ex: cracked screen, low battery performance, damaged charge port.
Partner repair or warranty repair
If you are only opening the device just to confirm a specific part number for quoting / ordering purposes

Asurion Multi-Peril Repairs

You must understand the guidelines regarding multi-peril Asurion repairs.

The applicable guides are:

Eligible Devices and Repairs by Carrier
Multi-Peril Portal Walkthrough
Verizon Redesign 2024 Overview
ATT One Sheet Overview (Printable)
VZW One Sheet Overview (Printable)

Don't be too quick to call a device "BER"

Transparency. In applicable cases (ex. old laptops or tablets), we should be transparent about the cost of replacement vs. repair. However, you should still get an understanding of customer’s issue and be offering possible solutions. There is such a thing as so "transparent" that you make the decision for the customer and that should be avoided.

Avoid "BER" with no explanation. You should avoid only stating "It's going to cost as much to repair it as it would be to get another one online." You need to provide more information on why that is and understand why they're in-store. Remember, customers likely aren't as tech-savvy as you are. If repairing the device they're familiar with is the same price as replacing it with a new device that will require initial setup, logging into accounts, transfer of data, ect. they may be more than happy to have us repair their device.

Common Example. Aged laptops with broken screens are the most common "trap" that techs can fall into. If a laptop is $200 on Backmarket (or similar) and Price Calc. gives us the exact same amount of $200 as a repair price, is that device really BER? Does the customer know how to do the data transfer or are they going to have to pay us $X to swap hard drives? Just because a device is "old" doesn't mean it doesn't have value to the customer, so you should consider the full cost and time investment by the customer.

Always offer & explain a uBreakiFix solution. With devices where data is particularly important (ex. phones and laptops), even if the repair is too costly for the customer, always quote the price and typical turnaround for a data transfer. Just because we may not be replacing components doesn't mean we can't provide a service.

The applicable trainings are:

Front of House Behaviors
Front of House Operations Guide
Front of House: Behaviors Videos

In-Store Sales & Services

Asurion In-Store Services: We always want Asurion customers to file for the in-store services. They can file a claim for device sanitization at the same time as they file their repair claim or they can file for the cleaning while we perform the repair. Click here for more information, including customer sign up process.

Home+ "First Month Free" Discount: A $25 discount on any non-Samsung phone repair with Home+ registration is approved.

Total Protection Package: Bundle Gadget Guard Liquid Glass $250 Protection (SKU: 123576) with a Home+ Registration for $49.99. Change Liquid Glass price to $24.99. This gives all their devices protection.

Asurion Services

Not all Asurion customers are eligible for these services. Do not promise that they are covered. Provide steps to set up lead, and let them know if the option does not exist, then they may not be eligible.

Services include: device sanitization, in-person performance promise, and data recovery.

AT&T Services at Asurion Stores SOP
Verizon Services at Asurion Stores SOP

Note: You may see leads for "AT&T Device Diagnostic". This is the same as the "in-person performance promise" outlined in the SOP above.

Data backup / recovery tier 1 is from a working device. Tier 2 is from a broken device and requires use of a temp. screen.

How to File for In-Store Services

AT&T

Go to www.asurion.com/myaccount, select AT&T as the provider, and sign in.
Click Improve performance > Device checkups, then select the device.
Select the in-store service from the menu (Sanitization, Performance, or Data Recovery), then click Get my device [service].
The customer will be prompted to schedule an appointment. Make sure they select the store they're currently at and the soonest available time.

Verizon

Go to www.asurion.com/myaccount, select Verizon as the provider, and sign in.
At the bottom of the page, select Services > Data Recovery > When Should I Go In-Store.
Click Help Me With My Recovery.
Enter the store's zip code.
Select the store the customer is in and the soonest available time.

Samsung Color Swaps

You are able to use a different colored display replacement (OCTA) and/or back glass if the following criteria is met:

Customers must approve the color change.
Color swaps are only allowed for Out-of-Warranty (OOW) Samsung customers.
In-Warranty (IW) Samsung repairs and Asurion Mobility repairs cannot be color-swapped.

Samsung & Google Maintenance Mode

Customers especially concerned with data privacy are free to enable maintenance mode:

Samsung Maintenance Mode
Pixel Repair Mode Factory: Resetting IW Pixel devices is no longer required. To access repair mode, go to: Settings > System Settings > Repair Mode > Follow prompts > Reboot device.

The Essentials

Common SKU's

Price Site Updates

Website Legend

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