**update** We ended up having to send it in again and they repaired the screen but the screen they put on had scratches all over it, it was not a new scratch free screen. This was the 3rd claim and by this point we had program managers involved and contacting us. From the business side I will say Asurion did hold up their end and are giving us the full refund before taxes and we aren't having to return the old switch and wait for the extensive shipping to get the refund so on that part I will say it was a wreck to get everything repaired and the service center was absolutely horrible at repairs and following through with the expedited shipping the managers were trying to set up but the company itself did come through in the end and fix the problem by giving us our money back for the product. Sooo if your wanting something for quick repairs this probably would not be the best the service center as mentioned was not great and consistently sent the switch back in worse shape then we sent in BUT the overall company DOES stand by their policy Soo it's really hard to give them the stars I was between the 2 and 3 but decided on 3 because in the end we are getting to replace her switch finally but it's been almost 2 months of my daughter not having a switch with all the back and forth so I guess you decide if it's worth it****the second photo is the **new** screen they put on her switch you can see all of the scratches in the sun and that's not even showing everything in the picture**My daughter's switch had stopped charging from dock/cord and she had also dropped it a couple of times so there was an issue with one of her controllers having a crack and coming off the switch with a little pressure and material missing from the bottom left and right corners of her switch so I had filed a claim for all of this to be fixed. A huge note of this is I have had a glass screen protector on her switch since she had it so there was absolutely NO damage to her screen or the front of her switch just the controller and on the back bottom left and right corner. I opened the first claim April 8th. Sent it in Monday April 10th it took until April 17th for them to receive it they kept it for less than a day it was sent out back to me April 18th. It was originally supposed to be April 24th for me to get it back got pushed to April 25th. I opened the package and immediately noticed that there was a huge scratch going horizontally on her switch and through her screen but it did power on and it looked like she had a new switch controller. The bottom left and right corner still had missing material though I called the service center to open a new complaint I was treated rudely when I requested an overnight shipping label due to the extensive time that it took for the first shipping and I had explained that the scratch on her screen was not caused my us and was not there when I shipped it into the center as well as the bottom left and right corners still hasn't been corrected. This was April 25th. I sent in her switch they kept it for 5 days and then May 5th I got an email that said they evaluated her switch and nothing was found wrong with it and it would be sent back to me. (I have attached the photo of what it looked like when I got it back) I started a chat that day with the claims members and was told that since it was at the service center still they would keep it at the service center and file a new claim and that they escalated the claim and I would receive a call in 1-2 days from a supervisor. I got another notification saying it was being sent back to me I called in this time and was once again told it would not be sent back to me and it would stay at the service center until I got a call from the supervisor. May 6th I still hadn't received a call from a supervisor so I open another chat to get an update on the status and I'm told that they were never informed that there was damage and that the claim was that the switch was still not working. Then they tried to say the note shows that shortly after I received the switch I damaged the switch and the scratch was made and a new claim was made and it was sent in so they didn't log anything about the fact that their service center scratched her screen and didn't complete the original claim nor did they work on her screen at all on the second time I sent her switch in. The chat representative also mentioned the switch had infact already been sent back and was scheduled to be arriving at my house on Tuesday May 9th and that the escalation call was still open and they needed more time to reach out to me. I have also been told they can't issue the refund of the $299 for the switch until 4 claims have been made even though they did absolutely nothing on the 2nd claim and have straight lied to me and tossed me from one person to the next and damaged her switch more in the process of fixing it and didn't correct the damage they corrected or fixed all of the original claim before sending it back to me. DON'T WASTE YOUR MONEY FIND ANOTHER EXTENDED WARRANTY COMPANY!!!! I filled a better business bureau complaint today on this company. If I could give them zero stars I would.