I would first like to say that I have not used the service yet. But customer service was excellent when I had problems trying to validate my warranty. They emailed me almost immediately and continued to work with me for almost an hour to figure out the problem. Hopefully their warranty service is just as good when I break my phone. Because I know I'll break my phone.
App keeps crashing. I can't upload my receipt to the app to prove my purchase and be covered. Waste of money!
I had water damage and a cracked screen. First call they had the wrong IMEI for my phone, which is odd since you have to upload the receipt so I had to wait a day for accounting to update it and would email me and then call me. I never got an email and waited 2 days for a call. Never received one. Called again and customer service was super nice and told me they would email me a list of authorized service centers I could take it to and they would bill upsie. That was not the case. When I went to the authorized center, they had no clue about upsie and told me it would be $400. I called upsie again and they said they would reimburse me. Having been disappointed twice already and not wanting to Shell out $400 in the hopes of them reimbursing me, I called again and they said I could send it to their repair shop. They sent me a prepaid UPS label and I shipped it back. Keep in mind you have to ship it back with ALL accessories (chargers and cables) and once repaired they will ship it back to you. ALSO they require your password. That concerns me VERY much. I didn't ship my password with it and I got a phone call 2 days after I sent the package asking for my password. They outsource to centricity and they repaired it and kept me updated with phone calls on the status and when they shipped it back. Signature is required for their return delivery via FedEx. I understand why they would require your password is to test out if the screen is working, but that raises a ton of privacy concerns. I would have wiped my phone before sending it but my screen was too broken to be able to do that. There's a human being fixing your phone and you never know if they're keeping backups of your phone or looking through your photos and texts and social media so my suggestion is if you can, backup and wipe your phone before sending for repair. Other than that, between first phone call and getting phone back for repair it was about 8-10 days which isn't bad considering they have the best pricing for warranty. My Galaxy S8+ is in perfect working condition now but I'm always thinking in the back of my mind if my personal privacy has been invaded.
Absolutely terrible warranty company. They are incredibly disorganized and do not seem to keep track of your claims properly. And once the claim is filed, everything else is up to you. When I filed my first claim, they told me the claim info was send to a company and that the company would contact me. Never heard anything from the company or Upsie for MONTHS. I finally got in contact with them again and they weren't even aware that no action was taken on the part of the company completing the fix. I ended up cancelling the claim because the issue kind of went away but terrible first experience. A couple of months later I submitted another claim after cracking my screen. I submitted this claim at the beginning of May. They initially sent me to one company via email after I submitted my claim over the phone. A week later after hearing NOTHING , they sent me another email with the info for another company. No explanation, no phone call, nothing to inform me of the change or why it happened. And for the past month and a half, I've been playing phone tag with them trying to coordinate. This whole experience has been completely unpleasant. Never again.
UPDATE: Upsie responded explaining that they have since stopped working with the administrative group that was giving me a hard time with my claim. Working with the Upsie team has been a breeze and they have handled my claim professionally. My phone has now been repaired locally under their warranty at a great price and with great service from the Upsie team. Previous review from March '17: Found out today after calling in for a claim that Upsie will not provide coverage for accidents involving your own children. They have lost my business and referrals.
Updated review after Upsie came through for my issue. Thank you.
- Update messaging in purchase process.
- Fix issue accepting terms and conditions.
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