SureBright Product Protection

Too Many problems with the software, letting customers mistakenly buy the insurance without a product purchase. This led to multiple fraud allegations against our site. Their offshore team kept suggesting that it was spammers (makes no sense when actual customers complained, no solutions or fixes provided, just excuses and trying to blame us (Shopify site). Would not recommend.

This review has been revised and is provided for reference only:

We were initially looking for a plugin that would offer our customers the option to purchase extended warranties. I came across the SureBright app and wanted to try it, but didn't fully realize at the time that the extended warranty service itself would be provided by them.

Our standard warranty is one year. We've been using the app for less than six months, which means no warranty service has yet been provided through them — only the app functionality has been available.

Our decision to discontinue the SureBright app came from uncertainty about their ability to handle warranty claims. This isn't to say they lack capability, but rather that we didn't understand how they would actually fulfill claims. Because our products are large and require after-sales support that involves detailed photos or videos to assess issues before shipping replacement parts — all of which is handled internally by our team — several concerns arose:

1. How would SureBright fulfill warranty service for our customers? Would they purchase entire replacement units from our store at $1,000–$4,000 each? Or would they source replacement parts without knowing our costs?

2. When customers experience issues, they contact us directly, not SureBright. The actual after-sales process can only be handled by our team, and communicating with SureBright about these cases would add unnecessary complexity.

When we decided to stop using the service — which was within our rights, since no warranty services had yet been provided through SureBright (our standard warranty period simply hasn't expired yet) — we encountered unexpected difficulty.

We've found it extremely difficult to remove our payment information from their system. Despite multiple polite requests, our credit card details remain on file with no confirmation of removal.

More concerning is how SureBright has treated customers after our partnership ended. They've contacted our customers directly, creating confusion about warranty coverage. This has caused unnecessary stress and eroded trust.

Now, despite offering to pay a reasonable pro-rated fee for the time we used the app, we're facing legal threats over an unpaid invoice we never agreed to.

We do not owe payment for services not rendered. We simply want this resolved fairly — without lawyer-style warnings or threats.

We have been working with SureBright for almost a year now, and can not speak higher of Rick, Keith and the whole SureBright team.

Setup/onboarding with them is super easy, quick and straightforward. Not to mention, once you're onboarded with them - they're always a quick call or email away.

On Tivoli Canada, we are seeing a near 20% attachment rate which shows how much extra piece of mind SureBright services provide to our customers.

Our customers truly value the extended warranty offerings that we can provide via SureBright when they go to purchase one of our products.

We cannot recommend SureBright enough! Keep up the great work, and we look forward to continuing the relationship moving forward.