October 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 Your complaint filed with the Revdex.com is summarized below N.E.Wfailed to repair your [redacted] product correctlyOn the first repair attempt your charging cable was replaced without a good explanationOn the second repair attempt the charging cable was lost, even though the return package slip indicated it was includedYour requests to speak with a supervisor were ignored as were your requests for employee id numbers from the representatives you spoke with The desired resolution listed in your complaint is to receive a new original manufacturer’s equipment charging cable or a new 32gb [redacted] tablet A review of your service history for the replacement plan you purchased has been completedThe research revealed you spoke with a supervisor named Amy on October 20, and expressed your concerns regarding the service repairsAmy agreed to submit a request to reimburse you the full purchase price including sales tax paid for the tablet which you can use to purchase another You agreed to this resolutionThe reimbursement check was invoiced October 22, We at N.E.Wappreciate you as a customer and regret your experience was 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 [redacted] Compliance Coordinator kp***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
October 30, [redacted] [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Arkansas, Inc., under the above referenced file numberI would like to offer my apology that your experience with N.E.W did not meet your expectations Your complaint was filed against [redacted] and forwarded to N.E.Wfor reply 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: About months ago, you purchased a new cell phone at [redacted] along with extended warranty and you are being advised the warranty does not cover what it advertises it coversThe cell phone was dropped and no longer turns onWhen you contacted the product care plan to in initiate a claim you were advised accidental damage was not coveredThey advised you to contact the manufacturer [redacted] or the wireless provider [redacted] but they would not assist you and cover the cell phone either You are very disappointed with [redacted] not responding to [redacted] post or email regarding your concerns The desired resolution listed in your complaint is to receive a brand new cell phone or be reimbursed for the purchase price you paid for the cell phone A review of your service history for the service plan you purchased has been completedThe research revealed a claim initiated on September 17, but the notes reflect the claim being cancelledUnfortunately, there were no additional notes entered regarding why the claim was cancelled Upon receiving your complaint filed with the Arkansas Revdex.com on October 21st, a Resolution Specialist named Leigh Ann called the contact number ###-###-#### listed in your complaintShe left a voicemail for you indicating that she would be happy to assist you with your concerns and asked you to return her call at your convenience The following day, October 22nd, Leigh Ann spoke with your fiancée and discussed your concernsShe confirmed that your mobile device had sustained liquid damage and initiated a claimLeigh Ann also explained the claim process and timeframes for claim completion to your fiancéeShe waived the $service fee for customer satisfaction due to the delay in a resolution being provided Leigh Ann will monitor your claim to completion and is available if you have any questionsOnce the claim is completed it will provide the desired resolution listed in 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 ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com
April 9, [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you submitted a claim with N.E.Wfor a television originally purchased at [redacted] You were informed a television with similar specifications was not currently available as a replacementAs such, you were advised you would receive a reimbursement check for the full purchase price you paid including sales taxWhen the check did not arrive in the time frame you were quoted, you contacted N.E.Wto follow upOur customer service representative advised the address we had was incorrectThe address was updated and the reimbursement request was resubmittedAfter another ten days past without the check arriving you contacted N.E.Wagain You informed our representative the address we updated was still incorrectYou were advised another ten days must elapse before another reimbursement check could be issuedYou do not feel you should be required to wait further due to the mistakes that occurred on our end The desired resolution listed in your complaint is to have the reimbursement check sent to you immediately A review of your service history for the replacement plan you purchased has been completedThe research confirmed you submitted a claim with N.E.Wfor a television February 25, A reimbursement check for the purchase price was approved the same day The street address we attempted to send the check to was misspelled and the apartment number was not includedOn March 17, you informed N.E.Wyou had not received the check as expectedThe address was updated to include the apartment number, however the spelling of your street was not correctedAfter another ten days passed without receiving the check, you were advised another check would not be issued until we confirmed the most recent check had not been cashedThis may have taken another seven to ten daysA request to void the most recent check was forwarded to our accounting departmentThey did so on April 3, and reissued the reimbursement the same dayOur accounting department was instructed to send your check via next business day delivery and should arrive to you on Monday April 6, I spoke with you to discuss your concerns and apologized for a less than satisfactory experienceI provided an update and an expectation of when you should receive the check I asked you to please keep my name and phone number with a request to contact me directly if you should have any further concerns 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 [redacted] Regards, Ken Page Compliance Coordinator | [redacted] | www.asurion.com [redacted] ***
January 13, [redacted] Trenton, IL [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below You purchased an Asus tablet with a year extended service plan administered by N.E.W On October 19, you submitted a claim for the tablet which was damaged with a cracked screenThe claim was fulfilled with a replacement tablet being provided to you The replacement tablet did not work properlyAs such another service request was opened, and you submitted the replacement tablet to N.E.Wfor repairIt was returned to you without being repairedWhen you informed N.E.Wthe tablet was received in the same condition that you sent it, a customer service representative agreed to submit a third service request and stated he would forward a return shipping label to youYou never received the expected shipping label and upon logging into our website you discovered there was no open service request The desired resolution listed in your complaint is for the terms of the extended service plan to be honored A review of your service history for the replacement plan you purchased has been completedThe research confirmed a claim was initiated October 19, for your tabletThe service center assigned to your repair received the tablet October 28, Parts were required and the tablet was marked as repaired November 11, with a note that the main board and digitizer were replacedOn December 1, you notified N.E.Wthere was still an issue with the tabletA second service request was approved with a refurbished tablet selected as the method of claim completionOur service center received your tablet December 15, with a replacement issued December 18, On December 22, you contacted N.E.Wto inform us the replacement tablet you received was not functioning properlyA service recall request was noted for your claim, however no follow up action occurred I contacted you and apologized for a less than satisfactory experienceI offered to move forward with the most recent service request advising I could follow through with the repair until it was completed to your satisfactionI also stated that due to the service delay that had occurred, I could also provide a reimbursement of the purchase price you paid for the tabletYou informed me you already purchased a replacement tablet and requested the reimbursementThe reimbursement request has been submitted I will provide you with any follow up information as I receive it 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 | [email protected] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
December 4, [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 have had this computer in service on multiple occasionsIt will only work for a short time and then crashes againMultiple attempts at repair fail I have had this computer in service on multiple occasionsIt will work for a short time and then do the same thing over and over againIt is unusableIt should be replaced The desired resolution listed in your complaint is to receive a replacement computer A review of your service history for the replacement plan you purchased has been completedThe research revealed your [redacted] laptop computer has been serviced through N.E.Won four occasions ranging between June and October On November 20, you contacted N.E.Wa fifth time to notify us of problems still associated with your computerDue to the multiple repair attempts with problems reoccurring, a decision to provide a reimbursement of the purchase price paid for the laptop including sales tax was approved November 22, The reimbursement will be issued via an e-gift cardIf you have not received the e-gift card upon receiving this letter, please contact me directly at the phone number below We regret your experience with our company was 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 [redacted] - Compliance Coordinator ***@asurion.com voice ###-###-#### fax ###-###-####
November 4, [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.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 [redacted] pedometer from [redacted] on May 25, along with a two year product replacement planIn August 2014, the [redacted] would not hold a charge and you filed a claim Instructions and a [redacted] shipping label [redacted] were sent to your email for you to utilize in sending your [redacted] in for replacementYou used the [redacted] label and sent your [redacted] in for replacementYou state an email was received by you on September 23rd indicating that all required information to process a reimbursement for your claim was received and a gift card would be issued in to daysOn October 23rd you were advised the envelope you sent your [redacted] in to N.E.Win was empty when it was received, you dispute thisAnother emailed was received by you on October 23rd to inquire if you had received a call advising that another label can be sent if you still have your [redacted] The email also advised the number on file for you to be contacted had been utilized and reached [redacted] The desired resolution listed in your complaint is to receive the services you paid for since you were notified your claim was approvedYou request to receive reimbursement for the purchase you paid for your [redacted] A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim initiated on August 11, for your [redacted] An email was sent to [redacted] the same day that contained [redacted] label [redacted] On September 18th the tracking number was scanned at [redacted] and N.E.W was notifiedYour claim was selected for review at that timeOn September 24th notes in your claim reflect the empty envelope was the only thing receivedAn email was sent to business days later to advise you of the claim denialAn emailed was noted as being received from you on October 23rd to inquire about your reimbursement for the [redacted] A reply to your email was sent that same day advising that the package under [redacted] tracking [redacted] was empty when N.E.Wreceived itA telephone call was also made to you on the same day and your claim notes indicate the number dialed was not yoursNo communication from you is noted after October 23rd I called the contact number listed in your compliant on October 29, and left a voicemail message for a return call to discuss your concerns so an amicable could be provided We spoke on November 3rd, I apologized for the level of customer service you stated that you had experienced and assured you that this is not characteristic of the quality or reliability of our servicesI also, let you know that any feedback from our customers assists us in in improving our quality of service in the future A Service Solution was approved for you to provide customer satisfactionA reimbursement check for the purchase price of your [redacted] should be received by you by close of business Thursday, November 6thWhen 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] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
June 16, [redacted] Selma, IN [redacted] Case # [redacted] [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, Asurion did not offer to repair your television under the terms of our agreement in a timely fashion On May 10, you submitted a claim with Asurion because your television stopped workingYou were first assigned a service provider that no longer services your area It took another day to locate a second service provider It was ten days from your initial contact with Asurion before anyone was able to look at your television A service repair was completed May 20, only to have the television quit working again six days laterWhen you contacted Asurion again you were advised it would be June 3rd before another technician could provide an in-home service appointment The desired resolution listed in your complaint is to receive a replacement television A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted Asurion May 10, to report an issue with the volume of your television A service center was assigned to provide an in-home appointment with youYou contacted the service center in an effort to determine when the appointment would be scheduled They informed you they no longer serviced your areaAt the time of your conversation with the service provider, Asurion was not aware they no longer serviced your area Asurion attempted to locate another service provider before contacting you so that we could provide the new servicer’s information to you Once a second service provider was approved an in-home appointment was scheduled for May 20, The technician assigned to your television added notes that he replaced the mother board with one provided by the manufacturer and that it passed all tests On May 26, you notified Asurion the same issue with the volume had returned Another in-home appointment was scheduled for June 3rd The assigned technician contacted Asurion after the appointment to inform us a required part was no longer available The following day June 4th a request to reimburse the purchase price you paid for the television was approvedThe reimbursement via e-gift card was invoiced on June 5, If you have not received the e-gift card reimbursement upon receipt of this letter please contact me at ###-###-#### 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 the phone number above Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
From: R***, Cynthia < [redacted] @asurion.com>Date: Mon, Jan 12, at 7:PMSubject: Revdex.com complaint [redacted] filed by [redacted] customer [redacted] ***To: " [redacted] ( [redacted] @myRevdex.com.org)" < [redacted] @myRevdex.com.org>Dear David, [redacted] tracking # [redacted] shows the replacement tablet was delivered to the customer on December 24, and a $gift card was issued for customer satisfaction for the delay in the replacement being deliveredA Resolution Specialist has called [redacted] three times, December 26th, 29th and January 5th and left a voicemail asking [redacted] to return her call to verify receiving the table and gift cardWe have not heard from [redacted] to dateRegards, Cynthia R***SrCompliance Coordinator | [redacted] @asurion.comP ###-###-#### | F ###-###-#### | www.asurion.com
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Asurion did contact me and I did agree and appreciate their response I was waiting until I received the money from them in the mail Regards, [redacted]
June 11, [redacted] Charleston, SC [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: “They haven't been sent a refund check for a broken tablet I sent to them months ago and only people of Arab decent I need to receive refund check that according to them was sent months ago,” The following is the desired resolution listed in your complaint: “Refund check of 160.00.” A review of your service history for the replacement plan you purchased has been completedThe research revealed your original claim payment of $was issued on May 5, and mailed to the address listed in this complaint Calls to N.E.Ware noted in your service request between May 19th and May 25th regarding your claim check never arriving in the mailA stop payment was initiated on May 25th and a second check was issued on June 1st and sent to the address listed in this complaint under [redacted] tracking # [redacted] for overnight deliveryThe [redacted] website reflects the package being delivered on June 2nd Please accept my apology for any inconvenience the delay in your claim payment being received may have causedWe regret that your claims experience has been less than satisfactory and value you as our customer 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
December 11, [redacted] Alton, IL [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 You purchased a LED television from [redacted] .com in March of with an extended warrantyYou summited a request for service after it would not maintain a pictureA technician was assigned to repair your televisionWhen he arrived at your home he did not examine the television and only stated that someone would contact youAfter you did not receive a return call, you contacted N.E.Wand were informed the first technician did not service the television due to the clutter around itYou requested another service visit and stated you would clear the areaThe customer service representative advised she would initiate another service requestWhen no one contacted you to set up an appointment, you followed up and were advised the repair would not be approved due to physical damage that is not covered by the Plan The desired resolution listed in your complaint is to receive a replacement television or a reimbursement of the purchase price paid for the television and warranty A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wattempted to troubleshoot the problem over the phone when you first calledAnswers to the discovery questions the technician asked indicated the Audio/Visual connection was loose which caused the sound and picture to go out even if only slightly movedA service technician scheduled an appointment, but did not service the television when he arrived stating the conditions did not permitYou called N.E.Wand were informed why the repair was not attemptedYou stated the area had been cleared and requested another service appointmentThe customer service representative submitted the service requestIt was at this point that the service request was denied due to the findings of the initial troubleshooting questionsIt was determined that the loose Audio/Visual connection was due to accidental damage which is not covered We believe if the repair was not going to be approved, you should have been notified of this right away, rather than having the expectation set that the repair was approved and a technician would be contacting you to set up an appointmentDue to the service delay that occurred we are prepared to provide a reimbursement of the purchase price paid for the televisionI attempted to contact you both by phone and e-mailI was unable to reach you by phone but left a voicemail message with my contact informationPlease call me at the phone number below, or if you prefer you may reach me by e-mail at [redacted] I look forward to speaking with you I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
March 13, [redacted] Lynchburg, VA Case # [redacted] Ms [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased a [redacted] tablet from [redacted] during a Black Friday saleThe coverage will not pay for a replacement, only the sale price [redacted] sold you a tablet It broke and because it was purchased on sale you are refunded an amount less than what it costs to repair, or replace itYou requested the tablet be returned to you, but were informed the tablet had been salvaged The desired resolution listed in your complaint is to receive a replacement tablet as you were told you would by a [redacted] salesperson when you purchased the tablet A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WJanuary 16, to report an issue with your tabletA reimbursement of the purchase price in the form of an e-gift card was initiated the same day A prepaid return shipping label was sent to your e-mail address so that you could forward the tablet to N.E.W You notified N.E.Wthe return label was not received via e-mail, so a separate return label was mailed to youUpon receiving notification the tablet was in route to N.E.Wthe reimbursement was finalized A [redacted] gift card for the full purchase price you paid including sales tax was invoiced on January 28, Mr [redacted] contacted N.E.WFebruary 23, to inform us he was unhappy about receiving the reimbursement via gift cardHe also requested the tablet be returned to you Mr [redacted] was informed we would check to see if the tablet was available to be returned, but that we could make no guaranteeA [redacted] corporate resolution specialist called Mr [redacted] back the following day to address his concernsShe advised Mr [redacted] of the terms and conditions for the replacement Plan purchased for the tablet and also explained the limit of liabilityThe limit of liability statement from the terms and conditions for your Plan is copied below 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 The depot center that your tablet was sent to received it February 3, We did not receive the request to return it to you until February 23, Had we received the request within days we may have been able to have the tablet returned to you, although that is not guaranteedUnfortunately the tablet had already been salvaged and we were not able to retrieve it We regret your experience with our company was less than satisfactoryI 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] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] | Suite | Nashville, TN
May 7, [redacted] Rohnert Park, CA [redacted] Case # [redacted] ***, N.E.Wreceived your rejection of our reply letter provided as a response to your complaint filed with the Revdex.com on April 21, Your original complaint is resummarized below Will not honor their warranty because I am not a liar and told them my son dropped it outside a child under is an act of god I spoke to customer service she offered nothing not even to speak to a higher authority – It was purchased 13/11/ Our original reply is copied below A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WApril 21, to report your tablet was damagedThe information you provided the customer service representative was that your son threw the tablet out the back door The Replacement Plan you purchased for your tablet does provide coverage for Accidental Damage from Handling (ADH)The pamphlet containing the terms and conditions of the Replacement Plan you purchased has a statement which reads: Accidental Damage from Handling (ADH) is an added benefit to our Premium Plans that provides your product with protection from mishaps such as unintentional and unexpected spills, drops, and cracked screens as a result of use The descriptions provided to our customer service representative and the Revdex.com regarding what happened to your tablet are not considered to be the result of useThis is the reason your claim was deniedWe appreciate your business and regret your experience with our company was less than satisfactory, however we remain unable to approve your claim You rebuttal statement is copied here I am rejecting this response because: It is not intentional and was accidental – so issue a new device! As we stated in our reply, Accidental Damage from Handling provides protection from mishaps such as unintentional and unexpected spills, drops, and cracked screens as a result of use The information you provided the Better Business Bureau regarding what occurred to your tablet was that it was dropped by a child under the age of fiveThe information you provided our customer service representative was that your child threw it out the back doorIn either event, these damage descriptions are not considered to be the result of useFor this reason, your claim remains denied You are welcome to contact me directly at ###-###-#### if you would like to discuss your claim further Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
April 13, [redacted] Greenville, SC [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: “Failed to make proper repairs, repairs resulted in damage, failed to honor fix it or replace it warrantyMy computer initially need the hinge repaired, it was otherwise fully functionalThis company made the repairs and damaged other part of the computer in the process Repairs were made and return to me on January 02, Upon return the KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORKI sent it back it was repaired and returnedThen a Claim was Filed: via Contact Center Service Request Date: Feb 7, Problem Date: Feb 7, Description: 2nd recall - KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORKAbove fis a hump (Warped metal) and bracket keys are not in correctly I sent it back a 3rd time and this time I put sticky notes pointing to the issuesIt was returned with the "F" key now working but all other issues still presentThe keyboard was never properly put back inI contacted Deborah @ [redacted] She called back said I would get a call about being reimbursedI never got the callI call her back twice and left message and never got a call backI can log into my account and see the following: "Claim History Service Request Number : [redacted] This claim is currently: Contract Fulfilled Claim Filed: via Contact Center Service Request Date: Feb 25, Problem Date: Feb 7, Description: Reimbursement Approved [redacted] Service Delay/Multiple Trips - Unrepeatable due to timeframe in service due to a multiple trips initiated delayReimbursement approvedAlthough we were unable to fix your product, your reimbursement is on its wayCompleted February 25, 2015" I never got a reimbursement! I told them how important it was to have a working computer as I am an online studentI am unable to take classes because of this.” The following is the desired resolution listed in your complaint: “I would like the refund I was advised I would get so I may purchase a new laptopThis has caused a delay in completing my degree; I would like this in a timely manner so I will be able to start my classes In May.” A review of your service history for the service plan you purchased has been completedThe research revealed a call from you on March 16, to inquiry about the claim payment check for your [redacted] laptop computerThe notes entered into your service request reflect a representative returning your call on March 16th and leaving a detailed message for youThe representative’s message advised your check had been issued on March 2, and mailed to the address listed in this complaintThe representative stated in the message that March 16th was the 10th business day after the check was issuedThe note indicates the representative’s message also indicated you should call N.E.Wback if the address was incorrect or the check did not arriveAs of the date of this letter there in no additional communication from you listed in your service request Additional research was completed and the research confirmed that the check N.E.Wissued on March 2nd was mailed to the address listed in this complaintFurther research regarding your check revealed that the check was never cashedI called the telephone number your computer was registered under on April 9th and left a detailed message advising you that a stop payment and reissue request would be submittedMy message indicated that you should not attempt to cash check # [redacted] , if it was receivedOn April 10th a stop payment was submitted and replacement check was requestedCheck # [redacted] was issued on April 10th and sent via UPS tracking # [redacted] for delivery on Monday, April 13th 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
December 11, [redacted] Dublin, 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.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 [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
February 24, [redacted] Newark, NJ [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 Asurion and its member company 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.W strives 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: Contract failure [redacted] purchased via [redacted] on 7/22/return and received by Asurion on 12/11/I have been in contact with representatives of Asurion in Arkansas every week since the phone was returned as received in house regarding my refund in the amount of $I have asked for a copy of the contract to date I have not received neither one of the twoI been told over and over week after week the refund is in the mailSpoke with Elizabeth op# [redacted] today she promises the sameNo refund takes months to processPlease advise, thanks for your time in this matterI await your reply You listed the following as your desired resolution: Refund of $and a copy of the contract A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim payment made to you on February 2, in the amount of $Check number [redacted] was mailed on February 3, to [redacted] ***, Newark, NJ [redacted] under [redacted] tracking # [redacted] A large print version of the terms and conditions was also requested for you on February 2, 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 v
January 19, [redacted] Riverview, FL [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below You purchased a washer and dryer from [redacted] in February Both items have had issues in the pastThe dryer is presently not workingThe washer does currently work albeit poorlyYou learned N.E.Wprovided [redacted] with a credit to be used towards a replacement dryer, but received no information from N.E.Wabout this The desired resolution listed in your complaint is for the problems with the washer and dryer to be resolved A review of your service history for the replacement plan you purchased has been completedThe research confirmed your dryer did qualify for a replacement under the “No Lemon” clause An e-mail was sent to [redacted] October 1, with a request for [redacted] to contact you to arrange a replacement dryerI am following up with our contact at [redacted] in an effort to expedite the replacement The washing machine was first serviced on August 1, due to fabric softener liquid not draining into the machine properlyA part was replaced and the machine tested as okayA second repair occurred October 10, A technician cleaned the water pump and again the machine tested as okayThe third and final completed repair occurred January 22, This repair was performed due to a burning smellThe technician advised the burning smell was due to an improperly installed dryer eventHe reinstalled the dryer ventThe washing machine was tested and determined to be okayNo burning smell could be detectedThe technician also indicated the washer and dryer were located on a second floorBecause of this, a perfect balance was difficult to achieveA fourth service repair was requested for the washer December 31, The technician assigned to the repair advised the door was bent downward due to abuse and no longer closed properlyThis issue is not covered by the service plan administered by N.E.WYou contacted N.E.W to state there were other issues that had not been addressedSpecifically the burning smell, a smell of mold and mildew and violent shaking of the interior of the washerThe burning smell was addressed and determined to be the dryer ventIt is critical to maintain a dryer vent clear from lint and in proper conditionMold and mildew are common issues with front loading washing machines such as yours and do not indicate a defectA solution of bleach and vinegar in a spray bottle can be used to clean the rubber seal which is where the mold and mildew build upThe technician assigned to the third repair stated it was difficult to achieve a perfect balance due to the washing machine being located on a second floorThe support under a washing machine located on a second floor is not as great as the support provided on ground levelOver time the balance can worsen resulting in a vibrating tubThis is also not a defect covered by the service PlanThe balance can be adjusted by turning the feet on the washer either to the left or right until it is levelThis may need to be checked regularly for a washer located on a second floor The washing machine does not qualify for a replacement under the “No Lemon” clause as three repairs for the same problem must be completed with a fourth repair neededEach service performed was for a different issuePreventive maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purpose of the No Lemon policy We regret your experience has been less than satisfactoryWe respectfully deny your request to replace the washing machine, however we will follow up with [redacted] to be certain the dryer is replacedI 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 | [email protected] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
November 6, [redacted] Case # [redacted] ***, On behalf of N.E.Wplease 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 purchased a laptop computer from [redacted] with an extended service plan provided by AsurionAn issue with your laptop arose requiring you send it to Asurion for repairAfter submitting the laptop and not receiving an update on the status of the repair you contacted AsurionThe laptop was determined to be unrepairableA representative advised there were two options you could choose1) You could receive a reimbursement of the purchase price paid for the item2) You could choose to receive a replacement laptop computerYou were not informed if you chose a replacement laptop that you may receive a refurbished productYou chose to receive a replacement laptopThe unit you received had a small white hole in the screenA representative from Asurion advised the replacement item no longer had extended coverage and there was no action that could be taken The desired resolution listed in your complaint is to receive a refund of the purchase price paid for your laptop computer A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wreceived your laptop to repair a damaged screenIt was determined to be unrepairable, so a replacement laptop was delivered to you the end of March to fulfill the claim You notified N.E.WApril 16, that the replacement laptop was received with a small white dot on the screenAn Asurion representative contacted you April 21, to assist youA second laptop was ordered however the order was submitted incorrectly and not fulfilled Our next contact with you was May 21, when you notified Asurion the issue was still unresolvedAsurion left a voicemail message May 22, with a phone number for you to utilize for further assistanceThe next contact we received from you was the complaint information submitted to the Revdex.com October 17, I attempted to reach you several times at the phone number we have registered in our systemA woman answered each time stating you were unavailable but she did take my phone number and said she would have you call backAs of the writing of this letter I have not heard from youYou remain welcome to contact me at ###-###-#### or by e-mail if you prefer at ***@asurion.com 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 Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
November 6, [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.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.Woffers 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.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: When the warranty was purchased at [redacted] for the cellphone it was replacement insuranceAsurion wants me pay a replacement feeIt was not a deductible I was told that I would mail my cellphone off to them before a replacement would be issued and a deductible is required The desired resolution listed in your complaint is “replacement my damaged cellphone as the warranty stated” A review of your service history for the replacement plan you purchased has been completedThe research revealed a couple of calls to N.E.Win January and July 2014, but the notes reflect you being directed to contact the manufacturer due to your mobile device still being under the manufacturer’s warranty for the issue you described having with your mobile deviceNo claims were initiated for your mobile device We spoke on October 23rd and I apologized and initiated a claimI explained the service fee requirement and waived the fee as a onetime customer courtesy due to misinformation you were provided at the point of sale and no fee being charged on previous claims A Resolution Specialist named Leigh Ann spoke with you on October 29th and advised she would oversee your claim to completionShe provided you with the time frame for your claim to be completed since the service fee being waived would require your mobile device to be inspected upon arrival before a reimbursement could be issuedLeigh Ann noted your claim that you agreed to the added time it would take for the mobile device to be inspectedThe claim was completed on October 31st and you responded via email that you had received the [redacted] gift card via email for the purchase price of your mobile deviceThis provides the desired resolution listed in 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 ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
January 28, [redacted] Case # [redacted] Mr [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you submitted a claim in April for a fishing rod purchased at Dick’s Sporting GoodsYou were advised a reimbursement check for the purchase price paid for the product would be issued and sent to youYou were told on multiple occasions the check would be sent with no resultsAs of January 23, you still had not received the reimbursement The desired resolution listed in your complaint is to receive the refund of the purchase price paid for the fishing rod A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim for a fishing rod was initiated June 6, A reimbursement of the purchase price was to have been issued in the form of a Dick’s Sporting Goods gift card upon our service center receiving the fishing rod A prepaid return shipping label was provided to youOn June 13, you contacted N.E.Wfor information about how to send the fishing rodIt was classified as a “bulky” item and you were no longer required to forward it to our service centerA reimbursement was issued but sent to an old address that we had in our systemThe address was updatedA request to resubmit the reimbursement was issued, only to be denied as there was no explanation provided for the reissue requestOur service history notes reflect a check was reissued and delivered via FedEx January 27, I attempted to contact you to confirm you had in fact received the checkI was unable to speak with you, but left a voicemail mess [redacted] with a request to contact me as soon as possible if you did not We regret you experience with our company was so poorWe will utilize your claim in an effort to improve the service we deliver to other customersI 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] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] Nashville, TN
October 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 Your complaint filed with the Revdex.com is summarized below N.E.Wfailed to repair your [redacted] product correctlyOn the first repair attempt your charging cable was replaced without a good explanationOn the second repair attempt the charging cable was lost, even though the return package slip indicated it was includedYour requests to speak with a supervisor were ignored as were your requests for employee id numbers from the representatives you spoke with The desired resolution listed in your complaint is to receive a new original manufacturer’s equipment charging cable or a new 32gb [redacted] tablet A review of your service history for the replacement plan you purchased has been completedThe research revealed you spoke with a supervisor named Amy on October 20, and expressed your concerns regarding the service repairsAmy agreed to submit a request to reimburse you the full purchase price including sales tax paid for the tablet which you can use to purchase another You agreed to this resolutionThe reimbursement check was invoiced October 22, We at N.E.Wappreciate you as a customer and regret your experience was 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 [redacted] Compliance Coordinator kp***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
October 30, [redacted] [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Arkansas, Inc., under the above referenced file numberI would like to offer my apology that your experience with N.E.W did not meet your expectations Your complaint was filed against [redacted] and forwarded to N.E.Wfor reply 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: About months ago, you purchased a new cell phone at [redacted] along with extended warranty and you are being advised the warranty does not cover what it advertises it coversThe cell phone was dropped and no longer turns onWhen you contacted the product care plan to in initiate a claim you were advised accidental damage was not coveredThey advised you to contact the manufacturer [redacted] or the wireless provider [redacted] but they would not assist you and cover the cell phone either You are very disappointed with [redacted] not responding to [redacted] post or email regarding your concerns The desired resolution listed in your complaint is to receive a brand new cell phone or be reimbursed for the purchase price you paid for the cell phone A review of your service history for the service plan you purchased has been completedThe research revealed a claim initiated on September 17, but the notes reflect the claim being cancelledUnfortunately, there were no additional notes entered regarding why the claim was cancelled Upon receiving your complaint filed with the Arkansas Revdex.com on October 21st, a Resolution Specialist named Leigh Ann called the contact number ###-###-#### listed in your complaintShe left a voicemail for you indicating that she would be happy to assist you with your concerns and asked you to return her call at your convenience The following day, October 22nd, Leigh Ann spoke with your fiancée and discussed your concernsShe confirmed that your mobile device had sustained liquid damage and initiated a claimLeigh Ann also explained the claim process and timeframes for claim completion to your fiancéeShe waived the $service fee for customer satisfaction due to the delay in a resolution being provided Leigh Ann will monitor your claim to completion and is available if you have any questionsOnce the claim is completed it will provide the desired resolution listed in 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 ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com
April 9, [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you submitted a claim with N.E.Wfor a television originally purchased at [redacted] You were informed a television with similar specifications was not currently available as a replacementAs such, you were advised you would receive a reimbursement check for the full purchase price you paid including sales taxWhen the check did not arrive in the time frame you were quoted, you contacted N.E.Wto follow upOur customer service representative advised the address we had was incorrectThe address was updated and the reimbursement request was resubmittedAfter another ten days past without the check arriving you contacted N.E.Wagain You informed our representative the address we updated was still incorrectYou were advised another ten days must elapse before another reimbursement check could be issuedYou do not feel you should be required to wait further due to the mistakes that occurred on our end The desired resolution listed in your complaint is to have the reimbursement check sent to you immediately A review of your service history for the replacement plan you purchased has been completedThe research confirmed you submitted a claim with N.E.Wfor a television February 25, A reimbursement check for the purchase price was approved the same day The street address we attempted to send the check to was misspelled and the apartment number was not includedOn March 17, you informed N.E.Wyou had not received the check as expectedThe address was updated to include the apartment number, however the spelling of your street was not correctedAfter another ten days passed without receiving the check, you were advised another check would not be issued until we confirmed the most recent check had not been cashedThis may have taken another seven to ten daysA request to void the most recent check was forwarded to our accounting departmentThey did so on April 3, and reissued the reimbursement the same dayOur accounting department was instructed to send your check via next business day delivery and should arrive to you on Monday April 6, I spoke with you to discuss your concerns and apologized for a less than satisfactory experienceI provided an update and an expectation of when you should receive the check I asked you to please keep my name and phone number with a request to contact me directly if you should have any further concerns 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 [redacted] Regards, Ken Page Compliance Coordinator | [redacted] | www.asurion.com [redacted] ***
January 13, [redacted] Trenton, IL [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below You purchased an Asus tablet with a year extended service plan administered by N.E.W On October 19, you submitted a claim for the tablet which was damaged with a cracked screenThe claim was fulfilled with a replacement tablet being provided to you The replacement tablet did not work properlyAs such another service request was opened, and you submitted the replacement tablet to N.E.Wfor repairIt was returned to you without being repairedWhen you informed N.E.Wthe tablet was received in the same condition that you sent it, a customer service representative agreed to submit a third service request and stated he would forward a return shipping label to youYou never received the expected shipping label and upon logging into our website you discovered there was no open service request The desired resolution listed in your complaint is for the terms of the extended service plan to be honored A review of your service history for the replacement plan you purchased has been completedThe research confirmed a claim was initiated October 19, for your tabletThe service center assigned to your repair received the tablet October 28, Parts were required and the tablet was marked as repaired November 11, with a note that the main board and digitizer were replacedOn December 1, you notified N.E.Wthere was still an issue with the tabletA second service request was approved with a refurbished tablet selected as the method of claim completionOur service center received your tablet December 15, with a replacement issued December 18, On December 22, you contacted N.E.Wto inform us the replacement tablet you received was not functioning properlyA service recall request was noted for your claim, however no follow up action occurred I contacted you and apologized for a less than satisfactory experienceI offered to move forward with the most recent service request advising I could follow through with the repair until it was completed to your satisfactionI also stated that due to the service delay that had occurred, I could also provide a reimbursement of the purchase price you paid for the tabletYou informed me you already purchased a replacement tablet and requested the reimbursementThe reimbursement request has been submitted I will provide you with any follow up information as I receive it 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 | [email protected] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
December 4, [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 have had this computer in service on multiple occasionsIt will only work for a short time and then crashes againMultiple attempts at repair fail I have had this computer in service on multiple occasionsIt will work for a short time and then do the same thing over and over againIt is unusableIt should be replaced The desired resolution listed in your complaint is to receive a replacement computer A review of your service history for the replacement plan you purchased has been completedThe research revealed your [redacted] laptop computer has been serviced through N.E.Won four occasions ranging between June and October On November 20, you contacted N.E.Wa fifth time to notify us of problems still associated with your computerDue to the multiple repair attempts with problems reoccurring, a decision to provide a reimbursement of the purchase price paid for the laptop including sales tax was approved November 22, The reimbursement will be issued via an e-gift cardIf you have not received the e-gift card upon receiving this letter, please contact me directly at the phone number below We regret your experience with our company was 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 [redacted] - Compliance Coordinator ***@asurion.com voice ###-###-#### fax ###-###-####
November 4, [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.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 [redacted] pedometer from [redacted] on May 25, along with a two year product replacement planIn August 2014, the [redacted] would not hold a charge and you filed a claim Instructions and a [redacted] shipping label [redacted] were sent to your email for you to utilize in sending your [redacted] in for replacementYou used the [redacted] label and sent your [redacted] in for replacementYou state an email was received by you on September 23rd indicating that all required information to process a reimbursement for your claim was received and a gift card would be issued in to daysOn October 23rd you were advised the envelope you sent your [redacted] in to N.E.Win was empty when it was received, you dispute thisAnother emailed was received by you on October 23rd to inquire if you had received a call advising that another label can be sent if you still have your [redacted] The email also advised the number on file for you to be contacted had been utilized and reached [redacted] The desired resolution listed in your complaint is to receive the services you paid for since you were notified your claim was approvedYou request to receive reimbursement for the purchase you paid for your [redacted] A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim initiated on August 11, for your [redacted] An email was sent to [redacted] the same day that contained [redacted] label [redacted] On September 18th the tracking number was scanned at [redacted] and N.E.W was notifiedYour claim was selected for review at that timeOn September 24th notes in your claim reflect the empty envelope was the only thing receivedAn email was sent to business days later to advise you of the claim denialAn emailed was noted as being received from you on October 23rd to inquire about your reimbursement for the [redacted] A reply to your email was sent that same day advising that the package under [redacted] tracking [redacted] was empty when N.E.Wreceived itA telephone call was also made to you on the same day and your claim notes indicate the number dialed was not yoursNo communication from you is noted after October 23rd I called the contact number listed in your compliant on October 29, and left a voicemail message for a return call to discuss your concerns so an amicable could be provided We spoke on November 3rd, I apologized for the level of customer service you stated that you had experienced and assured you that this is not characteristic of the quality or reliability of our servicesI also, let you know that any feedback from our customers assists us in in improving our quality of service in the future A Service Solution was approved for you to provide customer satisfactionA reimbursement check for the purchase price of your [redacted] should be received by you by close of business Thursday, November 6thWhen 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] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
June 16, [redacted] Selma, IN [redacted] Case # [redacted] [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, Asurion did not offer to repair your television under the terms of our agreement in a timely fashion On May 10, you submitted a claim with Asurion because your television stopped workingYou were first assigned a service provider that no longer services your area It took another day to locate a second service provider It was ten days from your initial contact with Asurion before anyone was able to look at your television A service repair was completed May 20, only to have the television quit working again six days laterWhen you contacted Asurion again you were advised it would be June 3rd before another technician could provide an in-home service appointment The desired resolution listed in your complaint is to receive a replacement television A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted Asurion May 10, to report an issue with the volume of your television A service center was assigned to provide an in-home appointment with youYou contacted the service center in an effort to determine when the appointment would be scheduled They informed you they no longer serviced your areaAt the time of your conversation with the service provider, Asurion was not aware they no longer serviced your area Asurion attempted to locate another service provider before contacting you so that we could provide the new servicer’s information to you Once a second service provider was approved an in-home appointment was scheduled for May 20, The technician assigned to your television added notes that he replaced the mother board with one provided by the manufacturer and that it passed all tests On May 26, you notified Asurion the same issue with the volume had returned Another in-home appointment was scheduled for June 3rd The assigned technician contacted Asurion after the appointment to inform us a required part was no longer available The following day June 4th a request to reimburse the purchase price you paid for the television was approvedThe reimbursement via e-gift card was invoiced on June 5, If you have not received the e-gift card reimbursement upon receipt of this letter please contact me at ###-###-#### 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 the phone number above Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
From: R***, Cynthia < [redacted] @asurion.com>Date: Mon, Jan 12, at 7:PMSubject: Revdex.com complaint [redacted] filed by [redacted] customer [redacted] ***To: " [redacted] ( [redacted] @myRevdex.com.org)" < [redacted] @myRevdex.com.org>Dear David, [redacted] tracking # [redacted] shows the replacement tablet was delivered to the customer on December 24, and a $gift card was issued for customer satisfaction for the delay in the replacement being deliveredA Resolution Specialist has called [redacted] three times, December 26th, 29th and January 5th and left a voicemail asking [redacted] to return her call to verify receiving the table and gift cardWe have not heard from [redacted] to dateRegards, Cynthia R***SrCompliance Coordinator | [redacted] @asurion.comP ###-###-#### | F ###-###-#### | www.asurion.com
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Asurion did contact me and I did agree and appreciate their response I was waiting until I received the money from them in the mail Regards, [redacted]
June 11, [redacted] Charleston, SC [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: “They haven't been sent a refund check for a broken tablet I sent to them months ago and only people of Arab decent I need to receive refund check that according to them was sent months ago,” The following is the desired resolution listed in your complaint: “Refund check of 160.00.” A review of your service history for the replacement plan you purchased has been completedThe research revealed your original claim payment of $was issued on May 5, and mailed to the address listed in this complaint Calls to N.E.Ware noted in your service request between May 19th and May 25th regarding your claim check never arriving in the mailA stop payment was initiated on May 25th and a second check was issued on June 1st and sent to the address listed in this complaint under [redacted] tracking # [redacted] for overnight deliveryThe [redacted] website reflects the package being delivered on June 2nd Please accept my apology for any inconvenience the delay in your claim payment being received may have causedWe regret that your claims experience has been less than satisfactory and value you as our customer 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
December 11, [redacted] Alton, IL [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 You purchased a LED television from [redacted] .com in March of with an extended warrantyYou summited a request for service after it would not maintain a pictureA technician was assigned to repair your televisionWhen he arrived at your home he did not examine the television and only stated that someone would contact youAfter you did not receive a return call, you contacted N.E.Wand were informed the first technician did not service the television due to the clutter around itYou requested another service visit and stated you would clear the areaThe customer service representative advised she would initiate another service requestWhen no one contacted you to set up an appointment, you followed up and were advised the repair would not be approved due to physical damage that is not covered by the Plan The desired resolution listed in your complaint is to receive a replacement television or a reimbursement of the purchase price paid for the television and warranty A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wattempted to troubleshoot the problem over the phone when you first calledAnswers to the discovery questions the technician asked indicated the Audio/Visual connection was loose which caused the sound and picture to go out even if only slightly movedA service technician scheduled an appointment, but did not service the television when he arrived stating the conditions did not permitYou called N.E.Wand were informed why the repair was not attemptedYou stated the area had been cleared and requested another service appointmentThe customer service representative submitted the service requestIt was at this point that the service request was denied due to the findings of the initial troubleshooting questionsIt was determined that the loose Audio/Visual connection was due to accidental damage which is not covered We believe if the repair was not going to be approved, you should have been notified of this right away, rather than having the expectation set that the repair was approved and a technician would be contacting you to set up an appointmentDue to the service delay that occurred we are prepared to provide a reimbursement of the purchase price paid for the televisionI attempted to contact you both by phone and e-mailI was unable to reach you by phone but left a voicemail message with my contact informationPlease call me at the phone number below, or if you prefer you may reach me by e-mail at [redacted] I look forward to speaking with you I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
March 13, [redacted] Lynchburg, VA Case # [redacted] Ms [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased a [redacted] tablet from [redacted] during a Black Friday saleThe coverage will not pay for a replacement, only the sale price [redacted] sold you a tablet It broke and because it was purchased on sale you are refunded an amount less than what it costs to repair, or replace itYou requested the tablet be returned to you, but were informed the tablet had been salvaged The desired resolution listed in your complaint is to receive a replacement tablet as you were told you would by a [redacted] salesperson when you purchased the tablet A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WJanuary 16, to report an issue with your tabletA reimbursement of the purchase price in the form of an e-gift card was initiated the same day A prepaid return shipping label was sent to your e-mail address so that you could forward the tablet to N.E.W You notified N.E.Wthe return label was not received via e-mail, so a separate return label was mailed to youUpon receiving notification the tablet was in route to N.E.Wthe reimbursement was finalized A [redacted] gift card for the full purchase price you paid including sales tax was invoiced on January 28, Mr [redacted] contacted N.E.WFebruary 23, to inform us he was unhappy about receiving the reimbursement via gift cardHe also requested the tablet be returned to you Mr [redacted] was informed we would check to see if the tablet was available to be returned, but that we could make no guaranteeA [redacted] corporate resolution specialist called Mr [redacted] back the following day to address his concernsShe advised Mr [redacted] of the terms and conditions for the replacement Plan purchased for the tablet and also explained the limit of liabilityThe limit of liability statement from the terms and conditions for your Plan is copied below 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 The depot center that your tablet was sent to received it February 3, We did not receive the request to return it to you until February 23, Had we received the request within days we may have been able to have the tablet returned to you, although that is not guaranteedUnfortunately the tablet had already been salvaged and we were not able to retrieve it We regret your experience with our company was less than satisfactoryI 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] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] | Suite | Nashville, TN
May 7, [redacted] Rohnert Park, CA [redacted] Case # [redacted] ***, N.E.Wreceived your rejection of our reply letter provided as a response to your complaint filed with the Revdex.com on April 21, Your original complaint is resummarized below Will not honor their warranty because I am not a liar and told them my son dropped it outside a child under is an act of god I spoke to customer service she offered nothing not even to speak to a higher authority – It was purchased 13/11/ Our original reply is copied below A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WApril 21, to report your tablet was damagedThe information you provided the customer service representative was that your son threw the tablet out the back door The Replacement Plan you purchased for your tablet does provide coverage for Accidental Damage from Handling (ADH)The pamphlet containing the terms and conditions of the Replacement Plan you purchased has a statement which reads: Accidental Damage from Handling (ADH) is an added benefit to our Premium Plans that provides your product with protection from mishaps such as unintentional and unexpected spills, drops, and cracked screens as a result of use The descriptions provided to our customer service representative and the Revdex.com regarding what happened to your tablet are not considered to be the result of useThis is the reason your claim was deniedWe appreciate your business and regret your experience with our company was less than satisfactory, however we remain unable to approve your claim You rebuttal statement is copied here I am rejecting this response because: It is not intentional and was accidental – so issue a new device! As we stated in our reply, Accidental Damage from Handling provides protection from mishaps such as unintentional and unexpected spills, drops, and cracked screens as a result of use The information you provided the Better Business Bureau regarding what occurred to your tablet was that it was dropped by a child under the age of fiveThe information you provided our customer service representative was that your child threw it out the back doorIn either event, these damage descriptions are not considered to be the result of useFor this reason, your claim remains denied You are welcome to contact me directly at ###-###-#### if you would like to discuss your claim further Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
April 13, [redacted] Greenville, SC [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: “Failed to make proper repairs, repairs resulted in damage, failed to honor fix it or replace it warrantyMy computer initially need the hinge repaired, it was otherwise fully functionalThis company made the repairs and damaged other part of the computer in the process Repairs were made and return to me on January 02, Upon return the KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORKI sent it back it was repaired and returnedThen a Claim was Filed: via Contact Center Service Request Date: Feb 7, Problem Date: Feb 7, Description: 2nd recall - KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORKAbove fis a hump (Warped metal) and bracket keys are not in correctly I sent it back a 3rd time and this time I put sticky notes pointing to the issuesIt was returned with the "F" key now working but all other issues still presentThe keyboard was never properly put back inI contacted Deborah @ [redacted] She called back said I would get a call about being reimbursedI never got the callI call her back twice and left message and never got a call backI can log into my account and see the following: "Claim History Service Request Number : [redacted] This claim is currently: Contract Fulfilled Claim Filed: via Contact Center Service Request Date: Feb 25, Problem Date: Feb 7, Description: Reimbursement Approved [redacted] Service Delay/Multiple Trips - Unrepeatable due to timeframe in service due to a multiple trips initiated delayReimbursement approvedAlthough we were unable to fix your product, your reimbursement is on its wayCompleted February 25, 2015" I never got a reimbursement! I told them how important it was to have a working computer as I am an online studentI am unable to take classes because of this.” The following is the desired resolution listed in your complaint: “I would like the refund I was advised I would get so I may purchase a new laptopThis has caused a delay in completing my degree; I would like this in a timely manner so I will be able to start my classes In May.” A review of your service history for the service plan you purchased has been completedThe research revealed a call from you on March 16, to inquiry about the claim payment check for your [redacted] laptop computerThe notes entered into your service request reflect a representative returning your call on March 16th and leaving a detailed message for youThe representative’s message advised your check had been issued on March 2, and mailed to the address listed in this complaintThe representative stated in the message that March 16th was the 10th business day after the check was issuedThe note indicates the representative’s message also indicated you should call N.E.Wback if the address was incorrect or the check did not arriveAs of the date of this letter there in no additional communication from you listed in your service request Additional research was completed and the research confirmed that the check N.E.Wissued on March 2nd was mailed to the address listed in this complaintFurther research regarding your check revealed that the check was never cashedI called the telephone number your computer was registered under on April 9th and left a detailed message advising you that a stop payment and reissue request would be submittedMy message indicated that you should not attempt to cash check # [redacted] , if it was receivedOn April 10th a stop payment was submitted and replacement check was requestedCheck # [redacted] was issued on April 10th and sent via UPS tracking # [redacted] for delivery on Monday, April 13th 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
December 11, [redacted] Dublin, 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.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 [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
February 24, [redacted] Newark, NJ [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 Asurion and its member company 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.W strives 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: Contract failure [redacted] purchased via [redacted] on 7/22/return and received by Asurion on 12/11/I have been in contact with representatives of Asurion in Arkansas every week since the phone was returned as received in house regarding my refund in the amount of $I have asked for a copy of the contract to date I have not received neither one of the twoI been told over and over week after week the refund is in the mailSpoke with Elizabeth op# [redacted] today she promises the sameNo refund takes months to processPlease advise, thanks for your time in this matterI await your reply You listed the following as your desired resolution: Refund of $and a copy of the contract A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim payment made to you on February 2, in the amount of $Check number [redacted] was mailed on February 3, to [redacted] ***, Newark, NJ [redacted] under [redacted] tracking # [redacted] A large print version of the terms and conditions was also requested for you on February 2, 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 v
January 19, [redacted] Riverview, FL [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below You purchased a washer and dryer from [redacted] in February Both items have had issues in the pastThe dryer is presently not workingThe washer does currently work albeit poorlyYou learned N.E.Wprovided [redacted] with a credit to be used towards a replacement dryer, but received no information from N.E.Wabout this The desired resolution listed in your complaint is for the problems with the washer and dryer to be resolved A review of your service history for the replacement plan you purchased has been completedThe research confirmed your dryer did qualify for a replacement under the “No Lemon” clause An e-mail was sent to [redacted] October 1, with a request for [redacted] to contact you to arrange a replacement dryerI am following up with our contact at [redacted] in an effort to expedite the replacement The washing machine was first serviced on August 1, due to fabric softener liquid not draining into the machine properlyA part was replaced and the machine tested as okayA second repair occurred October 10, A technician cleaned the water pump and again the machine tested as okayThe third and final completed repair occurred January 22, This repair was performed due to a burning smellThe technician advised the burning smell was due to an improperly installed dryer eventHe reinstalled the dryer ventThe washing machine was tested and determined to be okayNo burning smell could be detectedThe technician also indicated the washer and dryer were located on a second floorBecause of this, a perfect balance was difficult to achieveA fourth service repair was requested for the washer December 31, The technician assigned to the repair advised the door was bent downward due to abuse and no longer closed properlyThis issue is not covered by the service plan administered by N.E.WYou contacted N.E.W to state there were other issues that had not been addressedSpecifically the burning smell, a smell of mold and mildew and violent shaking of the interior of the washerThe burning smell was addressed and determined to be the dryer ventIt is critical to maintain a dryer vent clear from lint and in proper conditionMold and mildew are common issues with front loading washing machines such as yours and do not indicate a defectA solution of bleach and vinegar in a spray bottle can be used to clean the rubber seal which is where the mold and mildew build upThe technician assigned to the third repair stated it was difficult to achieve a perfect balance due to the washing machine being located on a second floorThe support under a washing machine located on a second floor is not as great as the support provided on ground levelOver time the balance can worsen resulting in a vibrating tubThis is also not a defect covered by the service PlanThe balance can be adjusted by turning the feet on the washer either to the left or right until it is levelThis may need to be checked regularly for a washer located on a second floor The washing machine does not qualify for a replacement under the “No Lemon” clause as three repairs for the same problem must be completed with a fourth repair neededEach service performed was for a different issuePreventive maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purpose of the No Lemon policy We regret your experience has been less than satisfactoryWe respectfully deny your request to replace the washing machine, however we will follow up with [redacted] to be certain the dryer is replacedI 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 | [email protected] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
November 6, [redacted] Case # [redacted] ***, On behalf of N.E.Wplease 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 purchased a laptop computer from [redacted] with an extended service plan provided by AsurionAn issue with your laptop arose requiring you send it to Asurion for repairAfter submitting the laptop and not receiving an update on the status of the repair you contacted AsurionThe laptop was determined to be unrepairableA representative advised there were two options you could choose1) You could receive a reimbursement of the purchase price paid for the item2) You could choose to receive a replacement laptop computerYou were not informed if you chose a replacement laptop that you may receive a refurbished productYou chose to receive a replacement laptopThe unit you received had a small white hole in the screenA representative from Asurion advised the replacement item no longer had extended coverage and there was no action that could be taken The desired resolution listed in your complaint is to receive a refund of the purchase price paid for your laptop computer A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wreceived your laptop to repair a damaged screenIt was determined to be unrepairable, so a replacement laptop was delivered to you the end of March to fulfill the claim You notified N.E.WApril 16, that the replacement laptop was received with a small white dot on the screenAn Asurion representative contacted you April 21, to assist youA second laptop was ordered however the order was submitted incorrectly and not fulfilled Our next contact with you was May 21, when you notified Asurion the issue was still unresolvedAsurion left a voicemail message May 22, with a phone number for you to utilize for further assistanceThe next contact we received from you was the complaint information submitted to the Revdex.com October 17, I attempted to reach you several times at the phone number we have registered in our systemA woman answered each time stating you were unavailable but she did take my phone number and said she would have you call backAs of the writing of this letter I have not heard from youYou remain welcome to contact me at ###-###-#### or by e-mail if you prefer at ***@asurion.com 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 Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
November 6, [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.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.Woffers 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.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: When the warranty was purchased at [redacted] for the cellphone it was replacement insuranceAsurion wants me pay a replacement feeIt was not a deductible I was told that I would mail my cellphone off to them before a replacement would be issued and a deductible is required The desired resolution listed in your complaint is “replacement my damaged cellphone as the warranty stated” A review of your service history for the replacement plan you purchased has been completedThe research revealed a couple of calls to N.E.Win January and July 2014, but the notes reflect you being directed to contact the manufacturer due to your mobile device still being under the manufacturer’s warranty for the issue you described having with your mobile deviceNo claims were initiated for your mobile device We spoke on October 23rd and I apologized and initiated a claimI explained the service fee requirement and waived the fee as a onetime customer courtesy due to misinformation you were provided at the point of sale and no fee being charged on previous claims A Resolution Specialist named Leigh Ann spoke with you on October 29th and advised she would oversee your claim to completionShe provided you with the time frame for your claim to be completed since the service fee being waived would require your mobile device to be inspected upon arrival before a reimbursement could be issuedLeigh Ann noted your claim that you agreed to the added time it would take for the mobile device to be inspectedThe claim was completed on October 31st and you responded via email that you had received the [redacted] gift card via email for the purchase price of your mobile deviceThis provides the desired resolution listed in 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 ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
January 28, [redacted] Case # [redacted] Mr [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you submitted a claim in April for a fishing rod purchased at Dick’s Sporting GoodsYou were advised a reimbursement check for the purchase price paid for the product would be issued and sent to youYou were told on multiple occasions the check would be sent with no resultsAs of January 23, you still had not received the reimbursement The desired resolution listed in your complaint is to receive the refund of the purchase price paid for the fishing rod A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim for a fishing rod was initiated June 6, A reimbursement of the purchase price was to have been issued in the form of a Dick’s Sporting Goods gift card upon our service center receiving the fishing rod A prepaid return shipping label was provided to youOn June 13, you contacted N.E.Wfor information about how to send the fishing rodIt was classified as a “bulky” item and you were no longer required to forward it to our service centerA reimbursement was issued but sent to an old address that we had in our systemThe address was updatedA request to resubmit the reimbursement was issued, only to be denied as there was no explanation provided for the reissue requestOur service history notes reflect a check was reissued and delivered via FedEx January 27, I attempted to contact you to confirm you had in fact received the checkI was unable to speak with you, but left a voicemail mess [redacted] with a request to contact me as soon as possible if you did not We regret you experience with our company was so poorWe will utilize your claim in an effort to improve the service we deliver to other customersI 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] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] Nashville, TN