I accidentally dropped my new phone the same day I bought it - before I was able to put a protective case and screen protector on it. It was just a single crack across my screen, but it was impacting my daily usage of the phone so it needed to be fixed. On the day of my appointment, I took my phone into the downtown AT&T store and one of the Asurion specialists named John and he said they'd take good care of it and have the screen fixed in no time. I came back at the pickup time and my phone screen looked brand new again! John did such a great job and I really appreciate the care and service that Asurion's repair team provided.