Johnstone Supply

July
1,
*** ***
*** *** *** ***
Houston,
TX ***
Case
# ***
*** ***,
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
Your complaint filed with the Revdex.com is
copied below.
I have filed a claim and this company REFUSES to return any emails,
they REFUSE to update me on the status of the claimEvery time I go online and
inquire, they change the status of my claim file date! Every time I request an
update, they act as if I am filing for the first time, and they seem to have no
prior knowledge to my claim despite the fact I have faxed and emailed proof of
purchaseThey are clearly giving me the run-aroundThe original file date was
6/7/They told me by email (the only one I have received) that they will get
back with me in daysHaven't heard anything
The desired resolution listed in
your complaint is to have your vacuum cleaner repaired or receive a
reimbursement of the purchase price paid for the item.
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed the claim for your vacuum cleaner was initiated June 8, 2015. You were asked to provide proof of purchase
for the vacuum. The purchase of both the
vacuum and the replacement plan were confirmed June 18, 2015. The reimbursement was approved the same day and
issued on June 20, 2015. I attempted to
reach you to confirm you that you did receive the reimbursement. I was unable to speak with you but I did
leave a voicemail message requesting that you call me directly if you have not
received the 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,
Ken P***
Compliance Coordinator |***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

March 13,
*** ***
** *** ***
Wallington, CT
Case # ***
Mr***,
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, on
December 17, you submitted a claim for a *** electric range which
sustained damage to the glass topYou were advised the claim was approved and
that a part required would be orderedThe *** *** advised you the part was
backordered with no estimated date of arrivalLater you were advised the claim
was not approved as the issue was considered to be cosmetic which is not
coveredAfter almost two months the parts ordered from *** have not arrived
and there is no estimated date of arrival
The desired resolution listed in
your complaint is for the service contract to provide coverage for the damage
sustained to your stove
A review of your service history
for the replacement plan you purchased has been completedThe research confirmed
you contacted N.E.WDecember 17,
to request a repair to your rangeThe service center assigned to your
claim indicated the first opportunity they had to provide an appointment was
December 29, 2014. Another service
center, ***s Appliance LLC, was located and provided an in-home
appointment December 19, The
technician who visited your home notified N.E.W
that the damage to your glass top range was due to a sticky pot that was not
cleaned or removed in a timely mannerThe pot solidified to the glass top and
when it was removed the glass crackedThe service center added the following
note to their system, tech diagnosed unit
found a pot got stuck on the top, customer pulled it off and it crackedUnder
the section of the Terms and Conditions for the major appliance Service Plan administered
by N.E.Wlabeled: What is Not Covered item # you will
read:
Damage from abuse, misuse, introduction of foreign objects into the
product, unauthorized product modifications or alterations
Because a service request was
approved, that signifies N.E.W
authorized and paid a service center to provide an in-home appointment for you
Only upon discovering the cause of the damage during the in-home appointment was
the claim not approvedThe damage sustained to your glass top range is
considered to be misuse and is not a covered perilN.E.Whas not ordered or authorized anyone to order a part from
*** for your rangeAs such I am unable to address the backorder status for
the part you mentioned was ordered from *** in your complaint
We respectfully deny your request
to provide repair service to your *** glass top stoveI 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***
Compliance Coordinator |***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN

I filed one claim and had a wonderful experienceSecond has been a nightmare and still not resolved a month laterI filed a claim sent iPad off and had it back within 10daysI thought this was wonderfulOpen the box see there lovely brochure that states product is triple checkedTurn it on and touch screen function is not workingCall to let them know guy promises they will call me back within 24hourshours later I call back to find out nothing was doneThis time I'm told they will send me a box and I will have it in 3-daysdays later I call to find out they never do that! Wait on hold for over minutes to speak with manager, horrible customer service! This company does not care about what kind of inconveniences they are causing I have wasted over hours on phone calls and dropping off for shippingI will never buy another electronic at Walmart again just so I'm not stuck with this company! I do hope that one day I will have a working iPad back but not looking likely

July 23,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
*** ***
*** *** *** *** ***
*** ** ***
Case # ***
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
NEW Warranty company is not honoring their Lemon policy: We have had ** Appliance repair service out to repair our ** refrigerator times, times scheduled directly through the warranty company as required by themThe last two visits the repairman have said - and documented - that they CANNOT repair the refrigeratorHowever the NEW warranty company has not returned my calls or contacted me to refund my purchase price as explicitly documented in their terms and conditions for the extended warrantyThe last repair visit was a week ago; I called the warranty company immediately after and was told that someone would contact me the following day - it has been a week with no callEvery time I call I get a different person that tells me someone will be contacting me, but I have yet to hear backEvery time I call I get the runaround and have been dealing with this for two months and still do not have a refrigerator that works or any type of resolution
The desired resolution listed in your complaint is to receive a refund of the purchase price of the refrigerator plus sales tax
A review of your service history for the replacement plan you purchased has been completedThe research confirmed G.EConsumer Services performed a minimum of three repairs on behalf of N.E.Wwithout the problem being resolvedA request to buyout the refrigerator under the “No Lemon” policy was submitted; however for some reason it was not followed up onI am uncertain why the breakdown in communication occurredWe are still investigating, as we would like to prevent the same situation from happening again
I spoke with you on July 17, I apologized for a less than satisfactory experience. I offered to provide a reimbursement check to you for the full amount of the purchase price of the refrigerator including taxYou accepted and stated this would fulfill your desired resolutionI confirmed the mailing address with you and submitted the reimbursement requestYou advised on July 21, that you received the reimbursement
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***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

January 30,
*** ***
*** *** ***
*** *** *** ** ***
Case # ***
Mr***,
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 tablet to N.E.Wfor repairIt was
returned to you and initially worked fine.
After a few months it began having problemsYou opened it in an effort
to troubleshoot the issue and noticed eight out of fifteen internal screws were
missingYou believe the screws were removed while at the service center N.E.W
assigned to repair your laptopWhen you notified N.E.Wof the issue, you were
informed your Service Plan had expired and nothing could be done
The desired resolution listed in
your complaint is to have the screws returned to you
A review of your service history
for the service plan you purchased has been completedThe research confirmed
your tablet was repaired in June You notified N.E.Wyour laptop began having issues with the touch screen and
that you noticed internal screws that hold the screen were missingYour
request was to have the screws returned to youAn e-mail was sent to the
service center that repaired your computer with a request to locate and send
the needed screws to youThat request went unanswered.
I spoke with you and offered to
reimburse you for the cost to have a local repair center in your area replace
the screwsI advised we would not provide a reimbursement that exceeded the
purchase price of the tablet, but I feel confident a local service center will
charge a reasonable amount to replace the screwsYou agreed that would be a
satisfactory solutionI provided my
e-mail address for you to scan and send a copy of the receipt toOnce I
receive the receipt copy I will submit a reimbursement request and overnight
the check to 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***
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** * *** *** *
Nashville, TN
***data>

June 11,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
*** ***
** *** ***
*** ** ***
Case # ***
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 purchased a laptop docking station from *** in December with a replacement protection planYou attempted to file a claim with N.E.Wfor an issue that was not covered under the original manufacturer’s warrantyN.E.Wis not allowing the claim to proceed advising you that the manufacturer needs to be contacted
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the product and the replacement protection plan
A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Whas only had one interaction with you regarding a problem with the docking stationI spoke with you today Friday June 6th to discuss your concernsYou advised me that your conversations and frustration had been primarily with the *** Corporation and the information they provided to you regarding your product being servicedYou also stated that you had been in contact with the manufacturer and at this time they were providing service to your product under their warranty and you were awaiting its returnAt this time no further action is required by N.E.W. I provided my contact information to you and asked you to call me if the product had any issues once returned to youIf necessary we will assist with determining if any problems with the docking station are covered by the extended service planYou indicated this was acceptable to 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,
*** ***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

June
24,
*** ***
*** * *** ***
Chicago,
IL ***
Complaint
ID#***
Dear
*** ***,
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:
“Repair and Refund for 32" TV On
May 3rd I called in because my TV wasn't coming on I was told that I would need
to send the TV back, a box from UPS was sent I packaged up and sent back within
days I had a TV, thought that was kind of fast but OKI begin to notice this
long line in the TV; I was like what is thatA few weeks went by and this line
is a crack in the screenMay 24th I call and the rep said ok I will put
through a request for a debit e-mail for the TV should receive in 3-days, I
call back to check cause this crack is growing bigger, rep said was sent on the
27th I should receive by Friday the 29tI call June and speak with a Supervisor
she says it was approved and should be there 3-days, that same day I get a
call from Julia in the claims deptthat I need to send a copy of the receipt
and a picture of the TV, I ask the question why wasn't I told this in the first
place, she don't know but that's the processI don't understand why I have to
jump through hoops, the crack in the TV is on them I sent it in to be repaired
I don't think the TV they sent back was minesProfessionalism is very bad
hereI have never been through something like this.”
The
desired resolution listed in your complaint
“All I want is my refund to replace my
TV, that's why I got the extended service.”
A
review of your service history for the service plan you purchased has been
completedThe research revealed your television being sent back to you on May
13th after it was repairedAdditional notes on May 25th
reflect a product care plan representative advising you a one-time courtesy was
being given in reimbursing you for the price you paid for your television due
to it being cracked when you received it back after it was repairedThe notes
reflect the time frame for you to receive the reimbursement would be to
business daysYou called on May 28th and June 1st after
not receiving the reimbursementOn June 10th a representative named
Stephanie spoke with you and you verified receiving the reimbursement you were
promised
We
spoke on June 23rd and discussed your concernsYou communicated to
me that the entire claims process was lengthy and information that should have
been was not provided initially when you filed your claimThe original receipt
for your television was required and you were not advised of this until a week
after you initiated your claim
I
apologized for and inconvenience and assured you that this is not
characteristic of the quality or reliability of our servicesAny feedback from
our subscribers assists us in coaching our representatives for improved
customer service in the future
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***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

June 23,
*** ***
*** ** *** ***
West
Park, FL ***
Case #
***
*** ***,
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 provider. Asurion 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 contacted Asurion
November 26, regarding your *** air purifier. You were advised on that call that your
coverage with Asurion would not begin until after the manufacturer’s warranty
expired. You called Asurion again on May
30, and were advised the Asurion coverage began on the date of
purchase. Due to the misinformation
provided to you, your Plan with Asurion expired leaving you unable to submit a
claim for a broken product.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid with
tax for the air purifier.
A review of your service history
for the replacement plan you purchased has been completedThe research confirmed
you contacted Asurion November 26, regarding a *** air
purifier. The representative you spoke
with added a note that you were referred to the manufacturer as your product
was still under their original warranty.
The replacement Plan you purchased did begin upon the date of
purchase. It does not replace the
manufacturer’s warranty but rather provides certain additional benefits such as
coverage for damage sustained by power surges.
Issues covered by the manufacturer’s warranty are solely the
responsibility of the manufacturer. Upon
the expiration of the manufacturer’s warranty the replacement Plan provided by
Asurion continues to provide power surge coverage as well as the coverage
provided by the manufacturer.
Due to the misinformation,
Asurion has agreed to extend the expiration date of your plan through July 31,
so that you may submit a claim for your air purifier. Upon completion of your claim you will
receive a full reimbursement of the purchase price paid for your air purifier
including sales tax. I left a voicemail
message advising you that the Plan had been extended and to call our toll free
number ###-###-#### to file a claim. I
also left my contact information with a request to call me directly if you have
any further issues or concerns
I hope this response provides you
with the necessary information to close out this complaint filed against
Asurion If we can be of further assistance to you regarding this matter,
please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator |***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

February 12,
Roman">
*** ***
PO Box ***
Dover, NJ ***
Case # ***
*** ***,
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, a
*** camera was lost in transit after you were instructed to send it to an
N.E.Wservice center. You were advised
that you would need to submit a claim with the shipper, *** *** ***
(***), for a lost itemYou attempted to do so however *** informed you the
party that generated the return shipping label would be the party required to
submit the claimRepeated phone calls to both *** and N.E.Whave yielded
no resultsYou feel as though each party is attempting to avoid responsibility
for the lost item
The desired resolution listed in
your complaint is a refund of the purchase price paid for your *** camera
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you submitted a claim November 18, for your *** camera which
was originally purchased at ***Our service center provided you with a
prepaid return shipping labelUpon receiving the item, you were to be
reimbursed for the purchase price that you paidOn December 8, the
service center assigned to receive your product did receive a shipping envelope
with the return label they provided to you however the envelope was emptyThe
reimbursement was denied with instructions you would need to file a claim with
***You attempted to do so without success*** informed you the party that
generated the return shipping label, and paid for the shipment would be
required to submit the claimA request was submitted to file a lost item claim
with *** however no further action occurredIn an effort to provide a better
customer experience, a decision was made to provide a reimbursement check to
you for the purchase price paid for the *** cameraThe reimbursement check
will be sent via USPS certified mail to the address at the top of this letter
You indicated this would be a satisfactory resolution to your complaint
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 ###-###-#### or by email at ***@asurion.com
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

January 13,
*** ***
*** *** *** ***
Pasadena, MD ***
Case # ***
*** ***,
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
Your complaint filed with the Revdex.com is
summarized below
The extended warranty you purchased for a *** laptop computer
provides a one-time battery replacementYou first contacted N.E.WNovember
29, to report a problemAs of December 29, you were still waiting
for the replacement battery. You were
first advised the battery was on backorderYou followed up on December and
28, On both calls you were informed the battery would arrived
in 7-business days. You were provided
with a *** tracking number which did not yield any information about the
battery shipment
The desired resolution listed in
your complaint is to receive the battery you have been expecting
A review of your service history
for the replacement plan you purchased has been completedThe research confirmed
you contacted N.E.WNovember 29,
to report the laptop computer would not power onAn attempt to
troubleshoot the issue provided no resultsA replacement battery was ordered
the same day. The service history notes
reflect the battery was not available at the time of the orderThe tracking
number you were provided with was not a *** tracking number, but rather a US
Postal Service numberIt indicated a delivery occurred December 20, but
to an address with a different zip code than yoursI contacted you January 2,
to discuss this matter. You
informed me that you had received the battery, stating it was delivered to your
daughter’s school address, but only after she had left for the holidaysOne of
your daughter’s roommates was able to retrieve it and brought it to youYou indicated the laptop computer was still
having issues powering on and that you would most likely open a new service
requestI asked you to please keep my contact information and stated you were
welcome to contact me directly if you had any questions or concerns regarding
the repair attempt of your laptopOur records confirm a service request was
initiated January 5, 2015. A prepaid
return envelope has been provided to youThe tracking number indicates the
laptop is currently in transit to our service center.
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***
Compliance Coordinator | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
v

October
16,
*** ** ** ***
*** *** ***
*** ** ***
Complaint
ID#***
Dear
*** ** ** ***,
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 (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 *** was sent to Asurion and
received back two weeks later unrepaired with a letter advising you that it was
still under the manufacturer’s warrantyWhen it was returned to you it was
scratched and would no longer load disks*** advised you Asurion had made
a mistake and your *** would be repairedYou were advised to send your ***
back to Asurion for repair but you declined the offerYou state you are
concerned that your *** could be further damaged
The
desired resolution listed in your complaint is to have the Product Care plans
you purchased for your *** and your *** cancelled and received a
refund for the cost of them.
A review of your service history
for the service plan you purchased has been completedThe research revealed
your *** was purchased on July 11, The manufacturer’s warranty expired
on July 10, Your *** is eligible for diagnosis for repair under the
Product Care plan you purchased for it
We
spoke on October 14, and discussed your concernsI explained the coverage
of the service plan you purchase for your ***There is power surge protection
provided by N.E.Win the first year
along with the manufacturer’s warranty and then after the manufacturer’s
warranty expires the power surge protection continues along with coverage for
electrical/mechanical failure and material defectI apologized that your
repair was denied in error because N.E.W.’s
portion of the plan was in effect when you initiated your service requestYou
stated you understood but still wanted to cancel the Product Care plans on your
*** and ***I advised a refund of their cost would be forth coming
in to business days via traceable means
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***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com

September 5,
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*** ***
*** *** ***
*** ** ***
Case # ***
*** ***,
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
Assurion not correctly handling warranty coverage on extended warranty purchase Called Assurion for washing machine repairThey set an appt for tech to come diagnose problemLater that day I was email stating delay on repair due to ordering hosesI contacted Assurion, spoke with agent and supervisorThey base repair on common problems without tech seeing machineThe parts they wanted to replace would not fix problemThey did not want to send tech to diag my issue that was not related to hosesI was then told if I didn't do it their way that if my machine was used, they would not cover repairs
The desired resolution listed in your complaint is to have a repair technician diagnose the problem with your washing machine and then order the parts necessary to perform the repair
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WJuly 27, to report a problem with your Whirlpool washing machine leaking waterThe repair was assigned to TV & Appliance Rescue, an N.E.Wapproved service provider located approximately twenty minutes from your homeN.E.Wprovided TV & Appliance Rescue information about the make and model of the washing machine to be serviced, as well as a brief description of the problem based on information you providedThe following day, July 28, TV & Appliance Rescue recognized the make and model of your washing machine as an appliance with a known issue of leaking waterBased on this information, they ordered parts they believed may be required to repair your washerThe service center attempted to contact you and left a message that they ordered parts and would arrange a time with you to complete the repair as soon as they were availableThe parts arrived July 30, The same day you contacted the service center TV & Appliance RescueAfter your conversation with the service center, they contacted N.E.Wto inform us you were upset parts were ordered without a technician first diagnosing the problemTV & Appliance Rescue canceled the service request after you advised them you would not allow them to perform the repairAfter speaking with the service center you contacted N.E.W. During this call an N.E.Wrepresentative attempted to help you, however she states you were upset and would not allow her to speakThe N.E.Wrepresentative added you refused her assistance and ended the call abruptly, stating you were through with N.E.Wand would contact the Revdex.comJana, an N.E.Wcorporate resolution specialist specifically assigned to assist Lowe’s customers twice attempted to reach you by calling both phone numbers we have listed for youShe left messages advising the reason for her calls as well as her direct phone number should you still desire assistance repairing your Whirlpool washing machineAs of the writing of this letter, Jana has not heard from youWe are happy to open a new service request for you and provide specific instructions that a technician needs to first provide a diagnosis before attempting to perform any repairIf you prefer, because you did not utilize the extended service plan for your washer, the option to cancel your service plan and receive a refund of the purchase price paid for the plan is available to youYou are welcome to contact Jana at the phone number she provided in her voicemails to you, or you may contact me directly at ***, or by e-mail at k***
We at N.E.Wdo value your business and regret that your experience has been less than satisfactoryI 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***
Compliance Coordinator
k***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

January 26,
*** ***
*** *** *** ***
Humble, TX
Case # ***
Ms***,
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
Your complaint filed with the Revdex.com is
summarized below
Approximately nine months before the original protection plan expired,
you purchased a renewal protection Plan for an *** *** laptop computer
administered by N.E.W. Your original
Plan had coverage for Accidental Damage Handling (ADH)You were advised the
renewal Plan would also cover accidental damageWhen you renewed the
protection Plan you requested a copy of the renewal Plan’s terms and
conditions, as well as a receipt for the purchase of the renewal PlanYou were
advised that was not possible, but the Plan information was in our system and
if you needed to submit a claim to simply contact usYour computer sustained
damage to the screen so you contacted N.E.Wto request a service repairThe
service request was denied with an explanation that the renewed Plan did not
provide coverage for ADH
The desired resolution listed in
your complaint is for the repair of your laptop computer to be approved and to
receive a refund of the purchase price you paid for the renewal Plan
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed the service plan for your laptop was renewed March 12, and paid
for with a credit cardNotes were added to your account on April 8,
confirming the renewal. A service
request initiated January 3, to repair a damaged screen was denied with
notes stating your original service plan did provide coverage for ADH, but the
renewal plan did not
I spoke with you to discuss your
concernsI agreed that your original service plan did provide coverage for
ADHI believed your understanding was that when you renewed your Plan the same
coverage would carry overAs we did not provide you with any documentation
advising what was not covered under the renewal, I agreed to approve a service
request to repair the damaged screen on your laptopI will follow up to be
certain a return shipping box and label are sent to you and that the repair is
completed in a timely mannerYou agreed this would provide a satisfactory
resolutionAs we are approving a service request and your renewal plan will be
in effect until March 17, we are unable to reimburse the purchase price paid
for the renewal 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,
Ken P***
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite
| Nashville, TN

February 9,
*** ***
*** *** ***
Cincinnati, Ohio ***
Case # ***
*** ***,
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
Your complaint filed with the Revdex.com is
summarized below
You submitted a claim for a *** tablet and were advised a prepaid
return shipping label would be provided to you so that you could forward the
tablet to our service centerAfter two failed attempts to receive a return
shipping label, you were advised we would issue a reimbursement of the purchase
price via gift card without attempting to have the *** tablet returned to
our service centerYou did not receive the gift card as expectedYou followed
up on January 6, As of January 23rd you still had not received
the reimbursement
The desired resolution listed in
your complaint is to receive a new *** *** and a refund of your money
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed a claim for your tablet was initiated October 15, Three attempts
to have a prepaid return shipping label sent to you were unsuccessfulA total
of three reimbursement requests were submitted and approvedThe most recent was
invoiced on January 9, After receiving your complaint I attempted to
reach you on two occasions to ask if the reimbursement was receivedI was not
able to speak with you but left voicemail messages each time requesting that
you call me back if the reimbursement still had not been receivedI received a
voicemail message from you February 9, You stated you have not received the
reimbursementI submitted a reissue request to have a reimbursement gift card
sent to the address at the top of this letterI apologize for the
inconvenience you have enduredI will follow up to be certain you do receive the reimbursement
We appreciate your business and
certainly regret your experience has been less than satisfactoryI 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***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

I brought my Toshiba Satellite C55-Bin March of Sometime in September of I was sitting in my chair playing Soda Crush on it and all off a sudden I hear fizzz and than POP and all of these lines show upI call Customer Service they asks that I send in picturesI never received a follow upI called today November 6, and was told it was either dropped or liquid was spilled on itThis IS NOT trueThan I was told that I can spend the money and send it to them than they will do a further internal examinationI am a single mother who cannot afford this shipping and handling which is why I brought this piece of ***The company should be doing this! The laptop sucked to begin with but I just used it for facebookI will NEVER buy this product AGAIN

April 30,
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*** ***
*** *** ***
*** ** ***
Case # ***
***,
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.Whas failed to honor the extended warranty service you purchased for a DVR that is utilized with you home security systemThe third attempt to repair your DVR was denied with an explanation that a technician determined the unit had been tampered withThis decision was based on a screw that appeared to be “stripped”You denied anyone other than the service centers assigned to you by N.E.Wever worked on your DVR
The desired resolution listed in your complaint is to receive a replacement DVR or a refund of the extended warranty
A review of your service history for the replacement plan you purchased has been completedThe research confirmed your most recent repair was denied due to product tamperingAs we are unable to definitively confirm product tampering, a decision was made in the interest of goodwill and customer satisfaction to reimburse you the full purchase price you paid for the DVR plus sales taxI spoke with your wife Thursday April 25, and shared this information with herShe accepted the offer of reimbursement which was submitted to our accounts payable department the same dayI apologize that your experience with N.E.Wwas less than satisfactory
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,
*** ***
Compliance Coordinator
***
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: ***
I am rejecting this response because:For starters the response from the company has some inaccurate informationThe screen is broke and I am not asking that be fixedNext, this is in regards to a tablet and not a laptop as they have put in their reply.
I am in no way qualified to say what wrong with the tablet besides the fact that it will not charge--had this issue less than a year agoYet, the company refuses to even look at the tablet by a person who is not only qualified but has the training availableNo way would I ever open it up as this would void any warranty alsoI can only take a guess as to what the problem is.
I also wanted a break down (estimate)as to how they decided it would cost to much to repair especially considering they have not even looked at this tablet Yet I do not have this and I am sure it is hard to determine the cost of parts when no one knows what parany-need to be repaired or replaced.
When the warranty was purchased I was informed that it would cover anything and everythingI was also told that a replacement tablet would be given if it was not fixableThis ensured me that I would not be paying more money for a newer model tablet which is what will have to be done as I was informed that this one is no longer madeSo I have to pay more as it will cost more-great way for a company to have consumer spend more money.
Bottom line---how can you estimate the cost to repair an item when you have not looked at itBasically you can notWhere is my copy of the cost estimate that is being claimed saying it is too expensive? I am no way qualified nor trained to diagnosis what is wrong with it expect that it is not chargingFor all anybody knows they may just be something loose inside yet, it is being refused to look at Not to mention I have been told that if I sent it in it will not be sent back.
I have very little trust in a company that gives the run around and does shady dealing like thisI don't want money--I just want a tablet of equal or newer value to replace the one that is broke that the company says is not worth the time to look atBeing deceived when getting a warranty and told that it will be fixed for two years and then not honoring what you were told is not a company people want to do business withI should not be penalized and have to pay more money (not to mention the cost of the warranty that I am out which should also be reimbursed) because a newer model came out less than a year from when I purchased a tablet I also want a copy of the cost breakdown that the company is using saying it cost too much.
Regards,
*** ***

December 11,
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*** ***
*** *** **
Dublin, CA ***
Case # ***
*** ***,
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:
You submitted your computer for warranty service with N.E.Wbecause it could not turn onDuring the shipping process the computer sustained physical damage that N.E.Wis not accepting responsibility forThe computer was returned to you unrepaired due to the damage not covered by the extended warranty
The desired resolution listed in your complaint is to have your computer replaced because of the damage it has now sustained
A review of your service history for the replacement plan you purchased has been completedThe research confirmed a service request was approved for your computerThe service center assigned to repair your computer advised that at some point it sustained impact damage which is not covered by the extended service Plan provided by N.E.W. The computer was returned to you with no repairs performed
I spoke with you Tuesday December 10, After introducing myself as being from N.E.W/Asurion you informed me that your issue had been resolved and that you were receiving a reimbursement of the purchase price paid for the computerI ended the call by asking you to keep my contact information and to please call me directly if you had any further concerns
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***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

October
21,
*** ***
*** *** ***
*** ** ***
Complaint
ID#***
Dear
*** ***,
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 purchased a laptop at ***.com in
along with coverage for anything happening to itIn September you
called Asurion and filed a claim and sent your laptop in for repairRepair of
your laptop was denied due to a biohazard and the laptop was returned to you
You feel like Asurion failed to do the right thing and repair your laptop.
The
desired resolution listed in your complaint is to receive a refund or have your
laptop repaired under the plan
A
review of your service history for the service plan you purchased has been
completedThe research revealed a call from you to N.E.Won September 29th to initiate a claim for your
laptopYour laptop was received by N.E.W
on October 6th under *** tracking # ***The following day, October 7th your
laptop was returned to you, delivered under *** tracking # ***
You called on October 8th and a return call was made to you on
October 8th but the line was not accepting calls so an email was
sent to you to advise you upon internal inspection your laptop was found to
have an insect infestation of roachesIn the email you were advised insect
infestation is not covered
under
the service plan you purchased for your laptop
After receiving a complaint you posted to our
*** page a representative at N.E.W
named Leslie and a Resolution Specialist named Leigh Ann each called you and
left a message for a return call to discuss your concernsAfter Compliance
received the complaint you filed with the Revdex.com we spoke on
October 20th and I advised N.E.W
could reimburse you the cost of the service plan you purchased for your
laptop due to the plan not meeting your needs for a repairThis was acceptable
to 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,
Cynthia R***
Sr
Compliance Coordinator | cynthia.r***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

March 16,
*** ***
*** *** ***
*** ** ***
Case # ***
*** ***
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
Your complaint filed with the Revdex.com is
copied below
Asurion was the insurance company used by *** to repair or replace
faulty equipmentThey refuse to repair the item and will not replace it
eitherWhen I contacted Asurion about replacing my item I was hung up onWhen
I finally did get them to commit to a refund they would only give a partial
refund
The desired resolution listed in
your complaint is to receive a replacement tablet with similar specifications
and a warranty that will be honored
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed a claim for an *** tablet was initiated with N.E.Won February 23, The reported problem with the tablet
was that it would no longer power on after being droppedThe claim has been
approved for completionA prepaid *** return shipping label has been provided
to youUpon receiving the damaged tablet, N.E.W
will issue a check to you for the full purchase price including sales tax that
you paid for the tabletThis satisfies
the Limit of Liability set forth in the Terms and Conditions for the
Replacement Plan you purchased. Copies
of the terms and conditions are available at *** store locations or their
website ***
In the section of the Terms and
Conditions labeled What is Covered
you will read the following:
What is Covered: 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
You will also read in the
section of the Terms and Conditions labeled Limit of Liability the following:
Limit of liability: For any single claim, the limit of liability under this Plan is
the lesser of the cost of (1) authorized
repairs, (2) replacement with a product with similar features, (3)
reimbursement for authorized repairs or replacement or (4) the price that you paid for the productThe total liability under this Plan is the purchase price you paid for
the product; in the event that the total of all authorized repairs exceeds
the purchase price paid for the product or we replace the product with another
of equal or greater value, we shall have satisfied all obligations owed under
this Plan and the Plan shall terminate
We regret your experience with N.E.Whas been less than
satisfactory. 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***
Compliance Coordinator ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** * *** *** * *** ** ***