Johnstone Supply

June 27, 0in 0in 0pt"> [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your Statement of the Problem filed with the Revdex.com is copied below I purchased a protection plan from Asurion and they are not fulfilling their obligationMy fitness watch fell off my wrist while I was running across a busy street and it was run over by several carsMy protection plan covers defects in the materials and workmanshipI called to get a replacement tracker and they said they don't cover my tracker being run over by a carI understand that part but it would not have been run over if the strap wasn't defectiveSo they told me I had to return it to the store I purchased it atI don't have it because it didn't seem fitting to wait until traffic was clear and attempt to pick up piecesI spoke with a reprehensive and a supervisor who both continued to dance around the same scriptThe supervisor was actually very rude and probably should not be working in a customer service environment Your Desired Outcome/Settlement statement is as follows; All I want is a replacement [redacted] *** [redacted] or a simple refundI’m not asking for anything outrageousIf they do not want to cover it then it shouldn’t be in their warranty A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won June 18, to report that the wrist strap for your [redacted] pedometer had a faulty clasp which caused it to fall off of your wrist while crossing a streetIt was then run over by one or more automobiles and destroyedThe N.E.Wcustomer service representative advised you that lost or destroyed items are not covered by the replacement plan you purchasedYou indicated you were not comfortable trying to retrieve any pieces as it was a busy street and you did not feel safe doing soYou asked to speak with a supervisor who reiterated what the initial customer service representative told you adding that it would be hard to determine if the strap/clasp was faulty as it had been run overA buyout request order was submitted contingent upon you being able to retrieve and return any of the damaged pieces of the pedometer A prepaid return shipping label was provided to you We feel it is plausible that a defective strap/clasp may have been the root cause of the pedometer falling from your wrist and that it would also be damaged by an automobile then running over itWe do not feel it was reasonable to expect you to attempt to retrieve any pieces from a busy street and risk harm by doing soI spoke with you and stated I would submit the reimbursement request which should be completed within 7-business days Once the reimbursement has been issued it will be sent to you via overnight deliveryI will provide a tracking number once availableYou stated this would be an acceptable resolution to your complaint I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

July 24, [redacted] , AL [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: On June 23, you called N.E.W because your tablet had fallen into a bathtub filled with waterYou spoke with a representative who asked you for the date you purchased the tablet, the amount you paid for the tablet and the transaction numberYou provided him with the information from your sales receiptThe representative advised you the type of accident you describer would be covered and you would receive a refund on a cardThe representative stated twice when you asked that you could discard the tablet, not send it inWhen you call later in the week to follow up on your refund you were advised by another representative that the first representative had provided you with incorrect information regarding your tablet being discardedShe advised you may be able to receive a refund if you sent your receipt to N.E.Walong with a statement of what had happened The desired resolution listed in your complaint is to receive the refund you were originally promisedAnd the first representative you spoke with should receive additional training related to your issue A review of your service history for the replacement plan you purchased has been completed The research revealed a gift card being initiated on July 11thThe gift card was funded on July 15, and mailed to you I called the contact number listed in your complaint on July 15, and left a message to apologize for any inconvenience you may have been causedIn my message I advised you, your gift card should be mailed and received by close of business Friday, July 25, The level of customer service you stated you experienced is not characteristic of the quality or reliability of our servicesAny feedback from our subscribers assists us in coaching our reps for improved customer service in the future and improves our quality of service I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] SrCompliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me There are some missing facts not listed but all facts where reviewed with the company and a check has been mailed and received All ok for time being Regards, [redacted] ***

March 12, 11pt;"> [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you stated the following: You submitted a claim with N.E.Wto have your television repairedYou were instructed to take your television to [redacted] TV & Appliance and you delivered it January 30, A part required to repair your television was ordered and delivered to [redacted] TV & Appliance on February 6, On February 10, you contacted [redacted] TV for an update and were advised your television had not been worked onYou then contacted N.E.Wand spoke to someone who agreed to allow you to pick up your television from [redacted] TV & Appliance and take it to another service providerYou delivered the television to [redacted] TV which was run out of the living room of an individual’s homeOn or about February 19, you received a phone call from an N.E.Wsupervisor who informed you the repair would not be covered due to a bug infestation of your televisionYou disputed this and even called the previous service provider [redacted] TV & Appliance who confirmed there was no infestation when they had possession of your television The desired resolution listed in your complaint is to have your television repaired or replaced with an identical television, or be refunded the full purchase price of the television and the extended warranty plan A review of your service history for the replacement plan you purchased has been completedThe research revealed that a reimbursement check for the full purchase price including sales tax in the amount of $1,was issued on February 24, and delivered to you the following dayOur records indicate the check has been reconciledAs you received a full reimbursement of the purchase price paid for the television N.E.Wconsiders that portion of your desired resolution to have been metWe are unable to provide reimbursement for the purchase price paid for the extended warranty planIt was the existence of the plan that allowed N.E.Wto provide the reimbursement for the television I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

October 21, [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: You have attempted to initiate a claim under [redacted] Protection Services for weeks for your broken vacuum cleanerThe website indicates a claim has been initiated but to call the toll free number When you call in you are placed on hold for hours or a busy signal is reached The desired resolution listed in your complaint is to have a claim filed for your vacuum cleaner and to receive refund for the purchase price you paid for your vacuum cleaner A review of your service history for the replacement plan you purchased has been completedThe research revealed no previous claims initiated for your vacuum cleanerA resolution specialist completed a claim for you on October 17th and a reimbursement check was requested to be sent out for overnight delivery once it was issued I called the contact number listed in your compliant ###-###-#### on October 17, and left a voicemail to advise you regarding the claim and your reimbursement I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: To me that is an drawn out and well worded way of calling me a liarYou missed key points, the system isnt working and you sold me a policy to cover that issueYou guys ripped me off plain and simpleAn intermittent problem is still a problemI didnt ask [redacted] for you to rip me off, [redacted] told me the details of the plan and your receipt holder explains the planANY PROBLEM SEND IT IN AND WE WILL FIX IT FASTthank you for continuing to waste my time Regards, [redacted]

August 1, [redacted] P.O Box New York, NY Complaint ID# [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you stated the following (please note that the below are the exact words used in your complaint to the Revdex.com): Asurion promised 4X’ to send a refund by mail with US postal service, when we called we were told a check and gift card was used in Dominican Republic [redacted] s purchase [redacted] boys bike $ Aug Bike wheel came completely off while son was riding, he fell and got hurt! Now insurance “Asurion” for [redacted] fail to comply, we sent them our receipt and they keep promising to send refund check and store gift cards etc, which end up in another country! The desired resolution listed in your complaint is to promptly receive a full refund for the purchase price of the bike A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim initiated on May 31, and a shipping label being emailed to youThe tracking from the shipping label reflects your product being received by us on June 17th which triggered a [redacted] gift card being issued to you for the purchase price of the [redacted] bicycle The notes in your payment detail reflect the gift card mailed to [redacted] O/B/O [redacted] , NY, this indicates a specific request to have the gift card sent thereLater in the claim notes is a reference to the [redacted] ***, NY address being requested to be usedOur records reflect the gift card we issued to you being used at store # [redacted] in ***, NY We spoke on July 29th when I called to discuss your concernsYou indicated to me that your concerned had been resolved by you receiving payment for the bicycle I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] SrCompliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com

September 26, [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below This past July you filed a claim with N.E.Wfor a damaged [redacted] tabletYou were advised to send it to a service center for evaluationIf it could not be repaired you would receive a reimbursement via gift card for the purchase price amount Between the date the claim was filed, and the date you submitted the complaint to the Revdex.com, you needed to update your mailing address with N.E.Wfive times due to our records containing your old addressAs of the date of your complaint you had not received your reimbursement The desired resolution listed in your complaint is to receive free extended coverage on another item you purchase A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WJuly 21, to submit a claim for a damaged tabletTwo return shipping labels were sent to the wrong addressYour tablet was received at N.E.WAugust 14, A reimbursement was issued two business days later August 18, in the form of a [redacted] gift card You contacted N.E.WSeptember 2, after you had not received the gift card A reissue of the reimbursement, this time in the form of a check made out to you, was approved the same dayI attempted to contact you on two different occasions to ask if you received the check, leaving messages each time to contact me directly if you have notAs of the writing of this letter I have not heard from you I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

October 16, [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below I sent my TV for repair and it was returned to me without any repairs being performedThe TV was received for repair September 9, and returned September 17, in the same condition as beforeThe backlight does not come on and the screen is black when the TV is powered onThey stated the main board passed all function tests and the TV was reset to factory specifications and passed an AC leak [redacted] testThey did absolutely nothing The desired resolution listed in your complaint is to receive a new television of the same make and model and a refund of the $service fee as the repair was not completed within the three business day guarantee A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wwas contacted August 29, regarding a problem with your televisionThe television was received at a service center September 9, A note added by a N.E.Wrepresentative to the service center indicated the television would not power onThe service center returned the television to you with a note a part had been replaced, the main board passed all function tests, TV was reset to factory specifications, and passed an AC leak [redacted] testYou contacted N.E.WSeptember 19, to inform us the problem was unresolvedYou requested a refund of the service fee as the repair was not completed in the time frame advertised which was approvedThe television was received a second time for repair on September 29, The second repair attempt was completed October 2, with a thorough repair test performed before being returned to you October 7, I spoke with you Wednesday October 15, to apologize for a less than satisfactory experienceYou indicated the television was repaired and appeared working properly at this timeI left my name and contact information with you with a request to call me directly if any further issues arise I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

July 1, [redacted] PO Box [redacted] Metairie, LA [redacted] Case # [redacted] [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you submitted a claim for a defective printer and have received broken printers as replacements You requested a refund of the purchase price you paid for the printer but have been given the run around We advised you there are no authorized service centers in your area, and asked you to locate one on your ownWe stated that we would reimburse you for the cost of repairYou have been unsuccessful locating a service provider and we have not been able to provide an acceptable resolution The desired resolution listed in your complaint is to receive a refund of the price paid for the printer and the extended service plan A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WJanuary 23, to report your printer would no longer power onOur troubleshooting efforts were unsuccessful A replacement printer was sent to you January 28, after being on backorder a few days You notified N.E.Won January 30th that the replacement printer you received was filthy and making clicking noises A second replacement printer was sent to you You notified N.E.Won February 5, the second printer was also dirty when it arrived and had paper stuck in itThe following day you informed N.E.Wthat you were returning the two replacement printers you received as yours began working again The printers were received at our depot center February 9, There was no further communication with you until May 20, when you informed us your printer would no longer power on againA third replacement printer was sent to you May 21, On May 26th, you informed N.E.Wthe most recent replacement printer was received with a side panel that was not connected to the machine properly and that the printer head jack was also damaged At this point you requested a reimbursement of the purchase price paid for the printer citing you had received three defective replacement printers The reimbursement request was denied with an explanation that the printer would need to be serviced We advised you there were no service providers in our network that were located in your area We informed you that if you located a service provider on your own you could have the printer repaired and we would reimburse you for the cost On June 17, you called to make another request to receive a reimbursement of the purchase price paid for the printer This request was approved due to the length of time that passed with no resolution A reimbursement in the form of an e-gift card for the full purchase price including sales tax was invoiced June 19, We are unable to refund the purchase price paid for the Plan as it was the existence of the Plan that allowed for a reimbursement of the purchase price paid for the printer Your claim experience is not typical of the service we strive to provide our customers on a daily basisWe regret that it was less than satisfactory We will utilize your claim in an effort to prevent other customers from having a similar experience If you have not received your reimbursement upon receipt of this letter, please contact me directly at the number below and I will be happy to follow up for you I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN

September 15, [redacted] Case # [redacted] [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below After your television was submitted to an N.E.Wservice center for repair it was returned to you unrepaired with cracks in the screenThe repair was denied due to the service center advising it was received with impact damage to the screen which is not a covered perilYou dispute the television was sent to the service center with any screen damage You were then advised by an N.E.Wcustomer service representative that a second service request would be authorized and your television would be repairedThe service center assigned to the second repair request canceled it citing previously denied An N.E.Wrepresentative then submitted a third repair request informing you a technician would arrive at your home to perform the repairThe technician arrived but only took photos of your television and did not perform any repairsYou were advised to file a damage claim with [redacted] the shipper of your television to the service center [redacted] informed you the creator of the shipping label (the service center) must submit the claimThey refused to do so citing when the package arrived to them it was undamaged The desired resolution listed in your complaint is for N.E.Wto honor our warranty A review of your history for the extended service plan you purchased has been completedThe research revealed your television was received December 24, at an N.E.Wservice center for repairThe issue with the television was no picture although there was soundOn December 26, the service repair was denied after a technician noticed impact damage to the screenThe television was returned to you unrepairedYou disputed there was impact damage before sending the television to the service centerOn January 2, a rework request was submitted to the service center to complete the repair, however this was also denied after you had been advised the television would be fixed Another N.E.Wrepresentative submitted a third request for repair serviceThis request was for an in-home repairYour understanding was a technician would come to your home to repair the television, however the technician only took photographs and leftYou advised N.E.Wyou attempted to contact [redacted] for resolution but were told only the party that generated the shipping label could do so, which was the service centerThey refused, citing the box had no visible damage After the initial denial to repair your television, on two occasions, N.E.Wrepresentatives advised you the television would be repairedBecause of that, and because you were unable to submit an investigation with ***, in the interest of customer goodwill we will provide a reimbursement of the full purchase price including sales tax paid for the televisionI spoke with you Friday September 12, and apologized for a less than satisfactory experienceI confirmed the e-mail address that we will send the reimbursement to via e-gift cardYou stated this would provide an acceptable resolution to your complaint I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken Page Compliance Coordinator [email protected] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

June 20, [redacted] Case # [redacted] ***, N.E.Wis in receipt of your rebuttal filed with the Revdex.com submitted June 14, According to your original complaint filed with the Bureau you stated the following; Your [redacted] television has a black dot exactly where one your previous televisions of the same make and model had two black linesThe television with black lines was returned to [redacted] for exchangeYou submitted a claim with N.E.Wfor your current television and were told to take pictures of the problem and send them to N.E.Wafter which a technician would contact you to set up an appointment to service the televisionThe service repair resulted in the technician installing some parts however this did not correct the problem so the parts were removedYou told the technician a previous television of yours had two black lines in the same location where your current television now had a black circleThe technician advised you it was more than likely a manufacturer’s defectYou later received a voicemail from a person named [redacted] who had followed up with the service repair centerThe technician advised the black dot was caused by an external impact which is not covered by the extended service planYou disputed this diagnosis reiterating that the service technician advised you it was a manufacturer’s defect because the same thing happened to a previous televisionN.E.Wadvised the service center would be contacted again and requested one business day to follow upWhen a representative from N.E.Wspoke with you again you were advised due to a crack in the screen the repair would not be coveredThis was the first time someone advised you of a crack and you feel this is a way N.E.Wis trying to evade repairing or replacing your television According to your rebuttal you stated; You rejected our original response that the damage to your television was caused by impact damageYour research revealed 50% of the persons surveyed with the same television as yours also experienced similar problems with vertical lines caused by failing panel tabsOur service technician never observed any vertical or horizontal lines on your television, only the black circle, which is widely understood in the industry to be caused by an object striking the screen not panel tab failure Further review of the claim history does indicate the repair to your television was initially approved and parts were orderedOnly later was the decision made to deny the repair request N.E.Wtakes the position that because you reasonably expected the repair to occur, only to later be advised it would not, that we should complete the requestIn the interest of customer satisfaction, and to provide the quickest resolution, I offered to refund the purchase price of the television including sales taxYou accepted the offer and confirmed your address for me Once the reimbursement check is available I will forward the tracking number information so you will know when to expect itI hope this letter provides you with the necessary information needed to close the complaint submitted against N.E.W If you have any questions or would like to discuss your situation further please contact me directly at ###-###-#### or by e-mail at [redacted] Regards, [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

December 30, 2014On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.W did not meet your expectations.N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experienceN.E.Wstrives to provide world class customer serviceEach call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigatedYour complaint filed with the Revdex.com is summarized belowYou purchased a washer and dryer from [redacted] with an extended warrantyThere was an issue with the washer shaking which resulted in several service requestsThe first technician suggested floor pads as a possible remedyThe second stated nothing was wrongThe third technician advised your floor was the cause of the shaking and a fourth technician determined a missing pin was the causeYou feel if the first three technicians came to the same conclusion as the fourth you would not have needed to have your washer replaced with one that does not match the dryerThe desired resolution listed in your complaint is for N.E.Wto replace your dryer as well so you will have a matching set again.A review of your service history for the service plan you purchased has been completedThe research revealed you first contacted N.E.Wregarding your front load washing machine on September 21, The technician’s notes indicate the control panel was bad and that the washer was off balanceParts needed to repair the control panel were ordered and then installed October 6, The technician also made adjustments to balance the washer during the service visitN.E.Whad no further contact with you until months later when you called on January 2, A service technician was dispatched to your home on January 5, The technician added notes that there was no problem found with the washer, but that the floor was loose where the washer was located and that the floor tiles were slickThis may have contributed to the washer becoming off balanceThe next contact N.E.Whad with you was April 22, The technician assigned to this service request visited your home April 29, The technician’s notes indicate he leveled the washer and that it tested okayThe fourth service request was submitted April 28, with notes that the washer vibrated during the spin cycle, and that the end of cycle beeper no longer workedIt was determined the beeper was turned “off” which was the reason for the end of cycle indicator not soundingThere were no notes from the technician regarding the washer vibratingThe fifth and final service request occurred December 10, 2014, one month after your service plan expiredThe technician determined that a pin that connects a strut to the tub was not attached causing damage to the base due to extended useAt this point a replacement washer was authorized for youEach time your washer was serviced, a qualified technician was assigned to the repairOur position is that if the pin that that connected a strut to the tub was not connected during any of the prior repairs, the technicians would have noticed thatAs it was, each service request was completed and the washer tested as okayEven though your washer and dryer were purchased as a set, they are separate items and the service plans provided by N.E.Wwere purchased separately for eachThe dryer was not eligible to be replaced as there was never a reported issueWe at N.E.Wdo appreciate your business and value you as a customerWe respectfully deny your desired resolution request to replace your dryerI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted] Regards, Ken P Compliance Coordinator

Revdex.com— I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Additionally, I would like to state that though I have received reimbursement in full I cannot stress how frustrating this whole experience has beenI really do hope that Asurion investigates those involved in this matter and that they do indeed utilize this claim "as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers" ***

January 19, [redacted] Laguna Niguel, CA [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com you submitted a repair request with N.E.Wfor a [redacted] laptop computer that was dam***d You were advised the laptop was repaired, however you received what you believed was a refurbished laptop The laptop that was returned to you would not power onYou notified N.E.Wthe laptop was not working properly and were told your extended service plan had expired and no assistance would be providedYou requested to speak with a supervisorWhen you were connected the line went dead The desired resolution listed in your complaint is to receive a reimbursement of the purchase price which is what you were advised would happen when you purchased the laptop A review of your service history for the replacement plan you purchased has been completedThe research revealed two claims were submitted for two different laptops which were both in your son’s possession when he stumbled and fellYou confirmed you received a reimbursement for one of the laptop computersYou were advised the other laptop was repaired, but you believe it was replaced with a refurbished unit that would not power onYou contacted N.E.W The person you spoke with confirmed the call was disconnectedThis representative should have attempted to call you backYou indicated you did not make a return call due to the difficulty you had getting through to a representative and the additional effort required to speak with a supervisor The representative you spoke with added notes that he would submit a rework order requestAfter the call with you was dropped, no further action with your claim occurred I spoke with you to discuss your concernsI indicated we should have made an additional attempt to contact you after the phone call was disconnectedAs we did not and the length of time was now greater than six weeks since you submitted your claim, I offered to reimburse the purchase price you paid for the laptopYou stated this would be a satisfactory resolution to your complaintI will provide you with status updates of the reimbursement as I receive them I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN Asurion ***data>

June 24, [redacted] Case # [redacted] ** [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you submitted the following statement; Won’t honor air bed claimSaid they won’t honor my claim because the bed doesn’t have a built in pump You provided the following statement as a desired resolution; Honor the claim by either providing another product or honoring the amount paid for it A review of your service history for the replacement plan you purchased has been completedThe research revealed on June 4, you submitted a claim for an airbed purchased at [redacted] The customer service representative advised you because the airbed does not have a built in pump it is not a covered itemI confirmed you were sold the extended replacement plan in errorA request to refund the purchase price of the plan has been submitted and a reimbursement check will be sent to you at the address aboveI attempted to contact you to advise you of this and apologize for a less than satisfactory experienceI have been unable to reach you but would still like to speak with youI will try again to reach you by phone I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### or by e-mail at [redacted] Regards, [redacted] Compliance Coordinator [email protected] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There were no reimbursement offers declined I asked many times and was told I had to have fixedThe tech took the tv off the stand because he needed to lay flat to take tv apart to install parts he had ordered even before he had looked at the tvI made an appointment and the tech showed up with partsHe never looked at the tv and stated he was there to install parts To say it is my responsibility to put back the stand when the tech took it apart and partially put it back then placed it back on the table ( and let's be clear we are talking about the tv's base when I say stand the base of the tv which holds up the tv screen it's part of the tv) that is eh techs job he took apart Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There has never been any abuse or neglect and I have documented, photo and video proofThey still have not completed the repairsI wish to get my old windshield back from them so I can replace my gasket myselfIf they refuse to replace the unit I demand a full refund on my warranty cost as wellI will contact the AG office again and will start my follow up with [redacted] Company after the first of This feeble attempt to get this behind you by replying this close to Christmas in hopes the Holiday would delay me by days did not workI will pursue this matter until I get what is rightfully mineWe may see each other in court soonI will keep you in my prayersI am still waiting on the parts you sent me to be installedI will not install them myself since they are definitely covered under this contractPlease schedule the install or refund my money Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I sent them a copy of the letter they sent me - I wouldn't have the letter if I had not tried to cancel the insurance when I returned the notebook so that is proof that I did contact them Also, it is not my fault they don't have accurate records of my contacting them and they should honor my request for a refund The company is not ethical and honest Regards, [redacted]

June 9, 0pt"> [redacted] , [redacted] Complaint ID# [redacted] Dear ** [redacted] , I am writing in response to your rebuttal on May 5th to N.E.W.’s original reply to your Revdex.com complaint In your original complaint filed with the Revdex.com, you purchased a TV along with a year warranty from [redacted] and an additional years from [redacted] The TV only worked for months after you brought it home [redacted] and [redacted] have refused to service your TVThe TV has not been dropped, pushed or had any damageYou state you believe the TV was damaged during the time it was on lay-a-way before you brought it home It was explained to you that the product care plans ADH coverage was not coverage for your televisionThe representative you spoke with also advised that your television would need to be diagnosed so a decision could be made on whether it had experienced a mechanical failureIf it had the product care plan would repair your televisionYour television was set up to be diagnosed under the [redacted] Product Care plan you purchased for it According to your rebuttal a service technician came to your home on Tuesday, April 29th and replaced a board in your televisionShortly after she replaced the board the streaks on the television screen began to appear againThe technician attempted to contact N.E.Wfor approval to have the television replaced but was unable to do soYou attempted to contact the product care representative who had set up the service for your television and then filed this rebuttal to our original response A decision was made to reimburse you for the purchase price of your television plus taxI called the contact number listed in your complaint on June 2nd and 4th, I left detailed message that a reimbursement check would be forth coming for the purchase price of your television plus taxI asked that your return my call to verify that this was a satisfactory resolution for youI also asked that you let me know if you had any unanswered questions or additional concernsTo date I have not heard from you A check in the amount of $was sent out on June 3rd via [redacted] tracking # [redacted] The package was delivered to the address listed in this complaint on June 4thI hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, [redacted] SrCompliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com