Johnstone Supply

May 28, [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 state the following; You have submitted your computer for repairs four timesThe extended warranty you purchased states that if the product requires more than three repairs then a refund will be issuedYou were informed that after the most recent repair it would be returned to you unrepaired with a notice that the service center was unable to find anything wrong with itYou were advised several times you would receive a refund The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the computer A review of your service history for the replacement plan you purchased has been completedThe research revealed that since February 21, your computer has been sent to N.E.Wa total of four times due to the product shutting down on its own and not being able to be restarted until at least ten minutes had pastThe last computer was returned to you from the last service request unrepaired with a note that the technician could not find anything wrong with itWhen I spoke to you Tuesday May 27, you advised me the computer was still having issues powering offThe “no lemon” clause of your extended service plan does indicate if a product is sent for repair three times and still requires a fourth repair then you are eligible to receive a reimbursement of the purchase priceI advised you we will submit a request for reimbursement of your product which you will receive in the form of a check sent to the address listed aboveWe will also request the check be sent to you via overnight delivery once availablePlease allow 5-business days for the check to be issued 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

I would like to withdraw my complaint against National Electronics Warranty It seems that they are processing my my warranty after all and they have sent me the necessary forms to be completed for my product Thank you in advance for your cooperation [redacted]

October 22, [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 N.E.Wfailed to repair your laptop computer and has not sent a return box or shipping label after repeated requests to do soAfter the laptop was returned from the last repair the same problems remainedYou’ve waited approximately three months to receive a return shipping labelEach contact attempt with N.E.Wresults in a supervisor apologizing and stating they will have a shipping label sent to you overnight with no results The desired resolution listed in your complaint is to receive the services you paid for, or a reimbursement of the purchase price you paid for the laptop computer A review of your service history for the replacement plan you purchased has been completedThe research revealed more than seven requests were submitted to have a return shipping label sent to you after the last repair did not resolve the issueWe are attempting to determine why the labels were never received by you I spoke with you Tuesday October 21, I apologized for a less than satisfactory experienceDue to the service delay and in an effort to provide a better customer experience, N.E.Wagreed to provide a full reimbursement of the purchase price paid for the laptop including sales taxThe request has been submitted and approvedYou should expect to receive it within 5-business days 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 kp***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

September 9, [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 copied below I purchased the policy through [redacted] -display tablet> 120$ inch ***> [redacted] The employee said replaced or non-sale price refund! I purchased a [redacted] tablet from [redacted] on 08/03/I had a problem with the product 08/18/2014, the screen stopped workingI have my receipt and my contract and paid with my depot cardI was told by the sales person that the display was on sale and that with a policy that I could have it replaced and or repaired if it broke or didn't workI have witnesses to thisI was originally there to buy a brand new one, this is the first tablet/ smart device I have owned so thought I trusted the sales person when they told me I needed the insurance with it being a display and trusted that their advice was correctst# ***, TE # **, TR# ***At this point I am furious over how the companies phone technician/s acted towards me, I spoke with unknown about making my claim for my item and was let down by their inability to fix my issue, then I requested a supervisor I got-- Rick ID# [redacted] - who was very rude and condescending towards me, trying multiple times to refund me my policy due to [redacted] s mistake for selling me a contract on a display...he ignored my plea's for replacement and kept implying that the contract was not bindingI tried to inform him that it was indeed binding, and that their company allows [redacted] to enter the contract for them via selling it to meEnd result is I have a tablet that doesn't work and a policy that is useless and I feel like I was lied to by everyone involved! The contract is binding and I expect a replacement of equal or greater value, or a repair! The desired resolution listed in your complaint is to receive a replacement tablet of equal or greater value, or a repair A review of your service history for the replacement plan you purchased has been completedThe research revealed on August 19, a claim was submitted for a tablet you purchased at [redacted] The claim was immediately escalated to [redacted] ***, a corporate resolution specialist who explained the claim process to you [redacted] also advised she would oversee the claim until it was complete to make certain you were satisfiedShe provided her direct phone number to you should you require further assistanceAs a goodwill gesture for any miscommunication that may have arisen during the purchase of your tablet, [redacted] offered to provide gift cards in the total amount of $On August 25, [redacted] confirmed with you that the gift cards were received and that you would utilize a return shipping label that has been provided to send the tablet to an N.E.Wservice center to complete the claim As of the writing of this letter the UPS website indicates the return shipping label has not been utilizedIf you require another label please contact either [redacted] at the phone number she provided you or me at ###-###-#### 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

May 7, face="Times New Roman"> [redacted] Woonsocket, RI [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.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased a Product Care Plan through [redacted] for a cell phoneThe Plan stated we would repair, replace, or refund the purchase price paid for the cell phone When you submitted a claim you were advised we would not provide a replacement because replacement devices were unavailable where we are locatedThe [redacted] website does have the item in stock The desired resolution listed in your complaint is to receive a replacement product A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WApril 20, to submit a claim for a wireless device purchased at [redacted] The claim was approved and you were provided with a prepaid return shipping label so you could forward the damaged device to our depot center Upon the depot receiving the mobile device you were to be provided with a reimbursement of the purchase price including sales tax The mobile device was received at our depot center Monday May 4, A reimbursement in the form of a check payable to you was invoiced the following day Your statement that we would repair, replace, or refund the purchase price paid for the mobile device is correct The terms and conditions for your Replacement Plan are available on [redacted] ’s website In the section of the terms and conditions labeled What is Covered, you will read the following statement: This Plan covers parts and labor costs to repair or replace your product in the event the product experiences a breakdownIf we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the original purchase price of that product, including taxes, as indicated on your sales receiptNon-original manufacturer's parts may be used for repair of the product if the manufacturer's parts are unavailable or more costly It is standard policy to provide customers a reimbursement for items with a retail price of less than $ We appreciate your business and regret that your experience has been less than satisfactory, however we are unable to change the fulfillment method for your claim 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

August 27, [redacted] Case # [redacted] [redacted] , On August 18, N.E.Wreceived your rebuttal to our original response submitted to the Revdex.comYour complaint comments are summarized below You purchased an [redacted] Ride On Toy from [redacted] with an extended service plan which would provide a full refund if the product could not be repairedYou contacted N.E.Wto report a problem with the productYou were advised someone would contact you to make arrangements to come to your home for a service repair, but that did not happen for several daysWhen a service technician did contact you, you described the problem as the motor not operating correctly as well as the pedal not staying in placeBased upon that conversation the technician determined the pedal assembly needed replacingThe parts were sent to you however that did not resolve the problemYou contacted the service center and advised them you felt the problem was related to the circuit board and/or the voltage regulatorThe service technician disagreed but did agree to send a replacement electric motorYou also provided information that the mirrors had become broken and you felt they should be covered by the extended service planAfter approximately two months you contacted N.E.Wagain to state the problem was ongoingIt was recommended that you replace the batteryYou did so which did not correct the problemYour desired resolution is to receive a refund of the purchase price paid for the extended service plan, the cost to replace the battery and compensation for your time spent attempting to repair the item The statement you provided the Revdex.com in your rebuttal is as follows: This company is a bunch of professional con artists that is how they make a profit, The staff that gave the response is a Liarjust trying to pawn the complaint off to get a good rating with the Revdex.comFirst there was never any in-home repair or technician that came out to our home , they called and kept insisting it was the pedal after I informed in it was not after they sent a pedal anyway and we made a second call they kept insisting it was the battery and not covered by the warrantyAfter speaking with [redacted] recently I found out the part that is damaged is not repairable and the whole item would have to be replaced so once asurion found this out they just denied the whole claimI even have my [redacted] phone records as I have detailed billing to prove I had made many calls to asurion / N.E.W So they take your money for a plan they do not even follow through onPer Florida statues in regards to consumer warranties they are also under violations N.E.Wstrives to provide an amicable resolution within the policy terms and conditions to each subscriber’s concerns whenever possibleI want to personally apologize to you for the less than satisfactory experienceIn my original response to your complaint I based my reply on the service history notes available to meUpon reading your statement that no technician ever visited your home to perform repair service I immediately recognized that something was wrong After speaking with someone at the service center assigned to your repair, I learned the notes added to your claim did not accurately reflect what transpired The service center provided me with information that they are located in the state of Idaho, while you reside in FloridaBecause of this, they offered to send parts needed to repair your product based on the description of the problemIt was their understanding that you were comfortable with this, and that you understood you would install the new partsThe service center went on to say that they were willing to locate a service provider in your area if you required assistance, but their understanding again was you were comfortable replacing the parts yourselfThe notes I am able to view only indicate a pedal assembly was required to correct the problem and that one was installedThe service center also stated to me they provided a new small electric motor to you; however this was not reflected in their service history notes The service center assigned to your repair should not have been selectedOnly an approved service center in your area that could have provided a qualified repair technician to visit your home should have been assignedThe notes the service center provided N.E.Wdid not indicate a technician never came to your home I believe if a service technician had physically diagnosed the problems with your product your experience would have been much differentAs I mentioned above, I’d like to personally apologize for the poor customer experienceI’m unable to provide compensation for your time however it is appropriate to reimburse the full purchase price you paid for the itemI’m also happy to submit a request to provide a [redacted] gift card to you as a goodwill gesture for customer satisfactionI attempted to contact on two occasions but have been unable to reach youYou are also welcome to call me at your convenienceThe phone number to my desk is [redacted] or you may also contact me via e-mail at [redacted] I look forward to speaking with you Regards, Ken P [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

April 9, [redacted] Los Angeles, CA [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.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased a inch television with an extended protection plan on February 24, from [redacted] On March 15, the television failed to turn on using either the remote control, or by manually pressing the power buttonYou contacted N.E.Wto submit a claimYou were informed a prepaid return shipping label would be provided for you to use to send the television to an authorized service centerThis was not acceptable to youYou believe that because the purchase price of the television was greater than $150.00, a replacement television should have been delivered to your home and the non-working television disposed of The desired resolution listed in your complaint is to have a replacement television delivered to your residence A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wwas contacted March 19, regarding a problem with your televisionAn effort to troubleshoot the problem was unsuccessful A repair was approved with our service center providing you a prepaid return label and shipping box so that you could forward the television for repairYou were unsatisfied with this arrangement and escalated the claim due to the time frame that would be required to repair the televisionA corporate resolution specialist contacted you March 20, to discuss your concernsShe submitted a request to provide a reimbursement of the purchase price you paid for the television including sales tax via e-gift card The reimbursement was invoiced March 24, The resolution specialist attempted to contact you March 25, to confirm you received the e-gift card that was sent to your e-mail addressThere was no answer or voicemail for her to leave a messageShe reattempted to contact you April 2, On this call, the resolution specialist was able to speak with a female who indicated she would inform you of our attempt to speak with youIf you have any further concerns or questions you are welcome to contact me directly at ###-###-#### 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

June 8, [redacted] Warwick, RI [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.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 with N.E.Wfor a computerYou were instructed to send it to a service center for repairYou do not want to send it to the service center due to a prior unsatisfactory experience having a computer repaired The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the computer without submitting it to N.E.W for service repair A review of your service history for the service plan you purchased has been completedThe research revealed you submitted a claim for a computer on May 27, stating it will not power on due to a power surge You informed our representative that you did not want to submit the product for repair due to a prior claim to repair another computer not going wellYou also informed our representative that I had advised you I would provide a reimbursement of the purchase price paid for the computer without having it sent to our service center You left a voicemail for me stating that our representatives were “giving you a hard time” I assisted you with a prior claim when you filed a complaint with the Revdex.com regarding a Lasko fan You refused to send the fan to our depot center and wanted a reimbursement of the purchase price Because you filed a prior claim for another fan and the claim was completed without having to send the product to us, I made a one-time exception and fulfilled your desired resolution and provided a reimbursement which you confirmed you received I provided my contact information with instructions to call me if you ever needed further assistanceI never advised you I would provide a reimbursement for any other product without first submitting it to our service center I returned your phone call and stated prior claim fulfillment had no bearing on present or future claim fulfillment I also advised you would need to send the computer to our service center with a prepaid return shipping label provided to you, and that I would be happy to oversee the claim until it was completed I also stated if you did not wish to send the computer to our service center you could have it repaired locally and as long as the problem was a covered failure we would reimburse you the cost of the repair We ended the phone call with you stating you would need to think about it Further research also revealed that you have filed multiple claims this year for different products and consistently escalate in an effort to have the claims fulfilled without having to follow our established guidelinesThe fact that exceptions to our guidelines have been made for you on prior claims does not mean exceptions will be made to current or future claims We will only provide a reimbursement of the purchase price you paid for your computer if it is determined to be unrepairable or if it meets our “no lemon” policy guidelines which are printed in the terms and conditions of your plan No Lemon Policy: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product The claim for your computer will remain open for days from the start date of May 27, if you wish to continue with the service repair 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 615-445- Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone | Fax | www.asurion.com Grassmere Park | Suite | Nashville, TN

size="3" face="Times New Roman"> March 18, [redacted] Las Vegas, NV [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: “A refund due based on "Pro rata refund based on days remaining" Section of the [redacted] /Asurion extended warranty contract [redacted] ,purchased 12/26/that a refund is due based on the "Pro rata refund based on days remaining" Section of the [redacted] / Asurion extended warranty contract [redacted] , date of purchase 12/26/The years plan became null by Asurion Company on September of when they claim that they could not repair my almost new cell phone and refunded the price of the phone (excluding tax)I purchase another phone and they asked me to purchase a new contract which I didAccording to the terms and conditions of the old contract (copy available), subsection " Nevada Residents", after the cancellation of the plan, a credit will become due based on "Pro rata refund based on days remaining" at most within days of the cancellation of the planI wrote letters to them, provided them the purchasing receipt and referred to the terms of their contract asked them for full refund of $since the refund was not made with in the period of time explained in the said contract based on the remaining days left on the plan until it was cancelled by AsurionThey told me I need to purchase a new contract in September of The previous contract was only months old when they called it inactiveAlso my phone had minor issue and I was astonished they junked itI lost the tax money on the old phone and had to purchase a new phone and pay new tax plus had to buy a new extended warranty from AsurionI have a copies of my letters to themlast letter of refund request was mailed via certified mail and documented received by themI also have the receipt of the previous phone purchasing receipt and the $purchasing receipt of the old contract in questionI can mail or fax the copies if you provide address or a fax numberI expect $refund.” The following is the desired resolution listed in your complaint: “Asurion / [redacted] extended warranty Contract No: [redacted] I expected that a full refund of $is due since the refund was not made with in the period of time explained in your contract based on the remaining days left on the plan until it was cancelled /inactive by Asurion in September of All supporting documents are available to be faxed or mailed to Revdex.com.” A review of your service history for the service plan you purchased has been completedThe research revealed the claim you initiated for your mobile device was paid on October 21, by check # [redacted] The check was for the purchased price you paid for your mobile deviceThe check was cashed by October 29, The service plan you purchased for your mobile device provided a means for the reimbursement you received for the purchased price you paid for your mobile deviceSpecific language from the terms and conditions of the service plan you purchased for your treadmill are included here for your reference Limit of Liability: For any single claim, the limit of liability under this Plan is the least of the cost of (1) authorized repairs, (2) replacement with a product with similar features, (3) reimbursement for authorized repairs or replacement of your product, or (4) the price that you paid for the product (excluding any delivery charge and sales tax)The total liability under this Plan is the purchase price you paid for the product, excluding sales tax, as indicated on your sales receipt; in the event that the total of all repairs exceeds the purchase price you paid for the product, excluding sales tax, or we reimburse you for a product with another product with similar features, we shall have satisfied all of our obligations under this Plan The “Nevada Residents” section of the plan you made reference to in your compliant regards cancellation of your plan not claim completionOnce a claim is completed the plan has been utilized in full under the limit of liability for the plan 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] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com

January 22, [redacted] Elverta, CA Complaint ID# [redacted] Dear Mr [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: ”I purchased a [redacted] TV from [redacted] in July, 2013, at which time I also purchased the extended warranty through [redacted] Protection Plan serviced by AsurionIn November 2014, the HDMI connection burned out and Asurion was contacted and sent their repairman outHe did not know how to repair a [redacted] TV and after several attempts (which included several calls to the [redacted] technical support), he still could not fix the problemHe stated several times, he had never worked on or even heard of [redacted] before, and that he had just started working for this company a month agoHe took the TV apart one final time, which he took the back completely off, leaving the screen unstableHe plugged the TV in and HE lifted the corner of the TV, at which time a crackling sound was heard The repairman then said to my son, "Oh, I hope that wasn't from me." My son was standing there and wasn't even touching the TV, just watchingMy son was disturbed at the way the repairman was doing the jobWhen the TV was turned on, the screen on the corner where he lifted the tv up, was crackedAt that time, he leftMy son and daughter started dealing with the coverage plan, Asurion, over getting the TV replaced, and was told that they were taking the side of the repairman, who lied to keep his job, I believeI am recovering from a throat surgery and cannot speakMy family has dealt with Asurion several times, and they are not fixing the set that their employee brokeWe called to have the HDMI fixed, and by the end of it, my TV set is no longer goodIt was the repairman's faultWe have given the company ample time and opportunity to resolve this problem, and they refuse to.” The desired resolution listed in your complaint was: I would like for Asurion to replace the [redacted] TV that their repairman broke with a new TV, and [redacted] should not push customers to buy extended warranties from this company since they do not honor it A review of your service history for the service plan you purchased has been completedThe research revealed a service request initiated for your television on November 23rdA technician was dispatched to service your television on November 26thPlease note, we only dispatch techs that are certified by the manufacturer Calls were received from you on December 5th, 8th, 10th and 26thNotes in your service request that indicate you were calling about the technician who serviced your television cracking the screen You were advised that the technician provided N.E.Wwith information that your television’s screen was cracked when he arrived and you should contact the service center directly We spoke on January 20th and I advise you a decision was made to reimburse you for your television for customer satisfactionThis reimbursement was provided due to our not being able to validate who caused the damage to the televisionYour reimbursement check should be received in to business days at the address listed in your complaintWhen asked you had no additional concerns or questions 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

June 11, [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 state 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 The desired resolution listed in your complaint is to have your television repaired or replaced with a comparable model A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wwas contacted regarding an issue with your television April 26, An appointment was made with the technician noting a large black spot on the screen and that troubleshooting and resetting the television did not resolve the issueThe technician took photographs of the television screenThe service center tech support reviewed the photos and determined the issue was caused by external impact, and that the damage is not component relatedThe tech support determined this is not a manufacture defect due to the “leaking” from the impact point and not from panel tabs failing which is what causes parallel lines across a screen, not a circular spot as your television hasIt is unfortunate that the technician made the statement that your issue was most likely due to a manufacture defect, especially as he had no involvement or firsthand knowledge of the problem with your prior televisionYou state the problem with the first television were lines across the screen which is different from the circular spot occurring with your current television which is widely known in the industry to be an issue caused by physical impact We at N.E.Wdo value your business however we remain unable to fulfill your desired resolution to repair or replace your televisionI 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 [email protected] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

July 9, 2014 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 number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations. N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience. N.E.W. strives 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 Statement of the Problem filed with the RevDex.com is copied below. I purchased a cell phone through [redacted] Straight talk and bought the product care policy. The phone was dropped and broken. I contacted the provider and they had me return the phone plus a $50 service fee on products over x amount of dollars. I mailed the check on May 27 and the phone on June 3 because I knew the check would need to process. On June 10, the check cleared my account, but I have recieved no replacement product or refund. I have contacted the company 4 times in the last 15 days and no one can help. They continue to ask for more time. They acknowledge they have the phone and the $50. However, they can't explain to me why they are not replacing or issueing a gift card. When I ask again this morning, they said it was an IT issue and they were aware of it, they just needed a few more days. Their policy has a 3 day turn around after all conditions have been met. Conditions were met on June 10. Your statement of the Desired Outcome/Settlement is as follows: Either replace the product or issue a gift card for me to go and replace at [redacted] as per their policy. A review of your service history for the replacement plan you purchased has been completed. The research revealed N.E.W. was contacted April 27, 2014 regarding an issue with your cellular phone. A prepaid shipping label was forwarded to your e-mail address so that you could send the cellular phone to a service center. You were advised that if the same make and model of cellular phone was unavailable that you would be reimbursed for the purchase price of the cellular phone. The reimbursement would be issued within 24 – 72 hours after the cellular phone had been received and inspected. The tracking number for your UPS return label indicates the cellular phone was received at N.E.W. on June 3rd, 2014. On June 11, 2014 you contacted N.E.W. to inquire on the status of the reimbursement stating the check for the service fee you were required to submit cleared your bank the previous day. You were advised the check was still in “deposit status” in our system and to call back in 24-72 hours. Between June 15 and June 25, 2014 you called back five additional times and on each call you were advised the check was still in “deposit status”. On June 27, 2014 the claim status was updated to approved. The request to fulfill the reimbursement was submitted the same day. A technical issue prevented the reimbursement from being completed. The request was resubmitted three additional times. The most recent request has generated an invoice number with today’s date which indicates the reimbursement was successful however when I spoke to you on the morning of July 7th. You stated you have not yet received the reimbursement. We agreed that I would contact you again to try and confirm the reimbursement via e-gift card had been received. I spoke to you later that afternoon and you stated the e-gift card had been received. N.E.W. does value your business and we regret that your experience has been less than satisfactory. 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, [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I 648 Grassmere Park, Nashville, TN 37211

June 29, [redacted] Seymour, IN [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of Asurion, 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 Asurion did not meet your expectations Asurion Service PlansInc(Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding 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: “Will not send warranty checkThey sent me an email on the of May and said that my check was in the mailI called them on the 22nd of May and they said that my mailing addressed was invalidI told them the correct address and they said it will be at my door no later than the 2nd of JuneI called them on the 4th of June and said that my address was invalid againI asked to speak with a supervisor, and I was put on hold for over minutesThey finally came back on the phone and said they are still waiting on a supervisor to comeI told them I was at work and didn’t have time to wait They said I could call back at a later timeThey will not call or email me telling me that my mailing address keeps coming back invalid I have to call them and this is the 3rd time it keeps coming back invalid but I get all my other mail at this address with no problemsThey keep giving me the run around and I'm tired of it.” The desired resolution listed in your complaint is to receive your warranty check for roughly $ A review of your service history for the replacement plan you purchased for your mobile device has been completedThe research revealed a check in the amount of $issued on June 6, and mailed to [redacted] ***, Seymour, IN *** I called the contact number listed in your complaint on June 24th and spoke with the woman who answered the telephoneI spoke with her due to her advising me you were not available to take my callShe advised me she would ask you it you received the claim payment check we mailed on June 6thI provided her with my contact information in Compliance here at Asurion and asked her to have you call me if your check was not received or if you had any additional concerns She mentioned the length of time it had taken to have claim payment check sent outI advised her I could see the original check had been sent to an incorrect addressI apologized for the level of customer service she stated that you had experiencedShe was assured that this is not characteristic of the quality or reliability of our servicesI also, let her know that any feedback from our customers assists us in improving our quality of service As of the date of this letter, I have not heard from youI 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, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com

The people at the counter sold us a very expensive mistake assuring us that this was exactly what was needed to fix the boiler at our home without ever seeing it knowing the purchase was non refundable as soon as the business recieves their moneyWe paid nearly three times what it would have costed if there company would not allow the clerks at the counter to diagnose a private home owner to purchase merchandise from themIf the result was injury or loss of life who then is liable? Surely not their company or buisnessThe owner of the local branch was extremely rude,unprofessional and is ignorant in his understanding while using his understanding to support his ignorance of the situationCustomers may hold less responsibilities through lifetime obtainment while never being less thanWe have moved on from this and will not withdraw or backdown our unsatisfactoral complaint...happy holidays!

I purchased an LG French door refrigerator from the H [redacted] D [redacted] on May 2013. I purchased the extended warranty five year plan. On July 12, 2016 I reported that my fridge was not working. The ice maker went first then the freezer followed by he fridge. H [redacted] D***t warranty department was very nice and scheduled an appointment with a repair person for July 14. I called on The repair company to confirm my appointment and they said it was rescued to July 16. The young man showed up 4 hours late and in his private car. No name tag, no uniform no ID . He checked the fridge, said the compressor was too hot to touch. Made a few phone calls and said the company would call us for a follow up. He was here for two hours and did nothing. I called H [redacted] D [redacted] again and reported this . They apologized and said they would call back with s [redacted] more information after they contacted the repair service. They called back the next day and schooled us with another company on July 18. This new repair company A.A.R. was just as incompetent as the first one. Their field tech showed up said the compressor was very hot. He made a few phone calls and determined that we needed a new compressor and a new circuit board. He said he would submit the paper to his employer and s*one would get back to us. He unplugged the fridge and left. During all of this a representative for the protection plan department called me and said he was sorry for all the problems we had experienced but that he would try and speed this along. He gave me his phone number and extension. He promised to return all calls within 24 hours and he was going to make this right. His name is Robert C [redacted] . Mr. C [redacted] called the day after the second service call. I told him we needed a new compressor and a circuit board and that everyone was waiting for the paperwork to move up the ladder. He contacted AAR and spoke to the manager. He got what was needed and made sure they received the parts within 2 days. It took AAR until July 25 to replace the compressor on my fridge. The serviceman that came did not feel it needed a new circuit board so even though he had it he chose not to replace it . He said everything would work fine. Just give it 24 hours to cool and we are good to go. July 26 the freezer temp is at 37 degrees. The fridge is at 47 and the ice maker does not work. We called AAR. They said they would contact the repair person and see when he could return. I called Mr. C [redacted] and left him a message. He did not return my call. I called the H [redacted] D [redacted] Warranty department and they set up an appointment for July 29. Nothing sooner. On July 28 I called AAR to confirm the July 29 appointment. They are very sorry but they cannot have the service person here until Autist 5, 2016. I told them this was unacceptable so they tentatively gave us their soonest appointment August 3, 2016. This appointment will be to check what additional parts we need. I have left 4 messages for Mr. C [redacted] . He has returned none of them. I have spoken to upper management at the H [redacted] D [redacted] Warranty department and they have done nothing. What does it take to either have this appliance repaired by a responsible , knowledgeable, credited company or replaced as stated on the contract? We are in week 3 with no look see until week 4. Am I being unreasonable?

October 21, size="3" face="Times New Roman"> [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: Sent your computer to them 2x to be repaired or replacedNeither has happenedCustomer service is horrible and you were not transferred to a manager when you requested to be transferredThe repair/replacement plan you have is through ***You sent your computer in for repair in May and June After you sent your computer in in June you were advised it could not be repairedAn offer to pay you $which was considered fair market value for your computer was made but N.E.Wwanted to keep the computerYou wanted the computer back too so you wouldn’t lose pictures of your grandchildrenA representative you spoke with named John advised you the computer could be returned to you and you could still receive the $fair market value you had been offeredHe let you know you would receive your computer and the check in the mailHe outline to you that $of the $limit was utilized in repairs to your computerYour computer was returned to you but no check for $was ever receivedAfter days you called to follow up on the check and were advised that John had been wrong in stating that you could receive your computer back and be reimbursedThe representative would not issue a label for your computer to be sent back to N.E.Wuntil you agreed that there was nothing on the hard drive that you neededOnce you agreed the representative indicated a label would be sent to you but no label was ever received The desired resolution listed in your complaint is to receive the full $of the policy coverage and you have no problem sending the computer back to N.E.W a call was made to you on October 13th, utilizing the telephone number ###-###-#### your computer was registered underI left a voicemail asking you to return my callWhen I didn’t hear from you an email was sent to brawes@***.com on October 16th to follow up on my voicemail messageAs of the date of this letter, I have not heard from you 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

July 21, 2014 [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 number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations. N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience. N.E.W. strives 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 is copied below. Poor customer service, hidden fees not ever explained in person or in text. I purchased a phone at my local [redacted] along with the 3 year service plan. I broke the phone and needed to use the service plan after calling in I was told that there was an additional $49 processing fee that was not included in the original service fee. I asked to speak to a supervisor named Matt employee ID [redacted] , who was of no help and told me that it was too bad that I would have to pay the fee or I would not receive another phone. He was rude and not helpful at all. The desired resolution listed in your complaint is to receive a refund of the $49.00 service fee. A review of your service history for the replacement plan you purchased has been completed. The research revealed the claim for your [redacted] cellular phone was initiated on July 7, 2014. You were advised a service fee of $49.00 applies for all claims under the [redacted] Mobility Protection Plan. This fee would need to be paid before the claim could be completed. You were not made aware of the service fee before submitting the claim and requested to speak with a supervisor. The person you spoke with provided you information about the service fee amount and why it was collected. We are concerned that this person spoke to you in a less than professional manner. We will review the call recordings and proceed accordingly. I contacted you to apologize for a less than satisfactory experience. You explained to me that you did receive a copy of the terms and conditions for the Protection Plan; however it was for a different plan, not the Mobility Protection Plan you purchased. The copy you received made no mention of a service fee. You also advised me that you had spoken with a supervisor at [redacted] who understood your concerns and agreed to refund the cost of the service fee to you. I asked you if there were any other concerns that could be addressed by N.E.W. You replied there was not. We ended the conversation with me asking you to retain my contact information so that I may assist you if any other concerns did arise. 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 [redacted] voice ###-###-#### fax ###-###-#### Asurion I 648 Grassmere Park, Nashville, TN 37211

December 11, face="Times New Roman"> [redacted] Gulf Breeze, FL [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 copied below The company Asurion has not followed up on anything they are supposed to doNow I have no phone and nothing to show for it after paying for itI’ve been trying to get them to help me for about three or more months I purchased December 26, The phone is a [redacted] that I paid $for and also $20.00+ for the insuranceAnd unfortunately I paid with cash The desired resolution listed in your complaint is to have the $plus dollars you paid for the phone and insurance reimbursed A review of your service history for the replacement plan you purchased has been completedThe research revealed that when your cellular phone was registered with N.E.Wthe purchase price provided was $ Upon receiving the damaged phone, N.E.Wprovided a reimbursement of the registered amount including sales tax When you contacted N.E.Wto state the amount received was incorrect you were informed that a receipt copy would be required to update the purchase price information in our system In the paragraph of the Terms & Conditions labeled Instructions you will read the following: You must keep the receipt or order confirmation e- mail for this product; it is an integral part of the Plan and you may be required to reference it to obtain serviceThis Plan, including the terms, conditions, limitations, exclusions, and the product identification constitute the entire agreement We are happy to update your product information and provide the correct reimbursement amount if the necessary documentation can be provided The fact that you paid cash for the item does not negate the receipt requirement needed to update your informationWe respectfully inform you that without documentation confirming a different purchase amount we are unable to provide any additional funds 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

December 18, [redacted] Stevenson, MD [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 After multiple repair attempts you were advised your clothes dryer would be replaced, or that you would receive a reimbursement of the purchase price paid for the dryerYour attempts to speak with someone regarding the status of your claim were met with replies that it was under review and that someone would contact youYour requests to speak with a supervisor were unsuccessfulSeveral times you were advised a supervisor would return your call but never did The desired resolution listed in your complaint is to receive a replacement dryer or a reimbursement of the purchase price so you may purchase another one A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim was opened November 3rd, Parts thought to be required to complete the repair were ordered November 12, You contacted N.E.W Friday November 21, after speaking with the service center assigned to your repairYou indicated the service center advised you the unit was unrepairable and they were recommending a buyoutN.E.Wcontacted the service center by phone and confirmed their diagnosis, however we were unable to approve the reimbursement until the service center forwarded documentationYou were advised of three business days for the reimbursement to be approvedN.E.Wreceived the required documentation from the service center the following Tuesday November 25, The reimbursement was approved the same day and invoiced the next day November 26, for the full purchase price including sales tax of $ 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 ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

October 28, [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 believe you were sold the product care plan by [redacted] twice until pretensesThis belief was due to being advised when you purchased the plans that you would be returning the products to the [redacted] store for a gift card or similar product if anything should happen to the itemsOn one occasion you were not provided the terms of the coverage until you returned to the store with the item that had failedThe second time you needed to utilize a plan you visited the store again and were advised you would need to send your product in for reimbursementThe process of sending your product in was delayed by no shipping label being received The desired resolution listed in your complaint is for the product care plan to do what you were promised and reimburse you for your product A review of your service history for the replacement plans you purchased has been completedThe research revealed your first claim initiated on November 26, 2013for an airbedThe claim was noted that physical damage, a whole in the airbed was not covered The second claim initiated on October 4, was for a cellular deviceThe claim was noted that a label was mailed to you on October 14th for sending your cellular device in for replacementThe tracking for the package your cellular device was sent to N.E.Win triggered a payment to you for your $gift card on October 21st I called on October 22nd utilizing the telephone number ###-###-#### that your mobile device was registered under and left a voicemail asking if you had not received the reimbursement for your mobile device and if you had any additional concerns or unanswered questionsAn email was sent to you on October 23rd to follow up after my messageAs of the date of this letter I have not heard from you and I would like the opportunity to insure you have a better customer experience with us Please contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | cynthia.r***@asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com