[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 accept the settlement by Asurion. However, the business [redacted] lied about what occurred. The oil I used was purchased at [redacted] and was purchased as the oil recommended for the Lawn Tractor. They would do well to seek another service provider.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
December
22, 2014
[redacted]
Raytown,
MO [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
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“I purchased a ** Notebook [redacted]
Laptop computer. I have sent to be repaired 4 times. Sending it for 5th.
Doesn't work.Barely year old. Sent computer to be repaired 4 times. Motherbard
damage caused other damage. It doesn't work correctly.”
The
desired resolution listed in your complaint is to receive a replacement or a
refund for your laptop computer.
A
review of your service history for the service plan you purchased has been
completed. The research revealed multiple service requests for your laptop
between May 2014 and December 2014.
We
spoke on December 18, 2014 and I apologized for any inconvenience you may have
been caused. I offered to reimburse you for the purchase price of your laptop
plus tax under the “No Lemon” guideline of the terms and conditions of the
service plan you purchased. This was provided due to the multiple repairs
provided that never resulted in your laptop working properly. Your
reimbursement should be forth coming by Friday, December 26th. When
asked you had no additional concerns or unanswered 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]@[redacted].com
P
###-###-#### | F ###-###-#### | www.asurion.com
March 18, 2015
[redacted]
Tunkhannock, PA [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
received different information from N.E.W. customer service representatives
regarding the expected time frame to receive a reimbursement of the purchase
price paid for your mobile device, a Straight Talk cellular phone. You were
first informed if a replacement device was unavailable you would receive a
refund of the purchase price in 2-4 days. A second representative advised you
once the claimed device was received and verified, the reimbursement would be
received in 24-72 hours. The third
representative advised you the reimbursement may take up to six days.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price you paid for
the Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed on December 28, 2014 you contacted N.E.W.
to submit a claim for a mobile device you purchased October 22, 2014 at
[redacted].com. Notes added by the first representative you spoke with indicate
she advised you a reimbursement via [redacted] gift card would be processed within
24-72 hours after the device has been received and inspected. A prepaid return
shipping label was provided for you to use to send the mobile device to our
depot center. The tracking number assigned to the return label indicates the
device was received at our depot center Friday January 2, 2015. The representative you first spoke with did
not inform you hours that occur during weekends are not counted towards the
expected time frame to receive a reimbursement. You should have been advised 24
-72 business hours to receive a reimbursement. Your reimbursement was processed
on Tuesday January 6, 2015 and issued the next day January 7, 2015 which is
still within the 72 hour expectancy. Our research confirms the gift card has
been utilized in full and has a $0.00 remaining balance. I regret to inform you we are unable to
refund the purchase price you paid for the extended Plan. It is the existence
of the Plan that permits the reimbursement of the purchase price paid for your
mobile device.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
[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] find that this resolution is satisfactory to me.
Regards,
[redacted]
From: [redacted] <[redacted]@[redacted].com>Date: Fri, Jun 19, 2015 at 8:07 PMSubject: complaint #[redacted]To: [email protected] whom it may concern:I filed a complaint yesterday, #[redacted]. The company has resolved the problem to my satisfactory.thank you,[redacted]
March 16, 2015
[redacted]
[redacted] [redacted]
Crown Point, IN 46307
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
filed a claim with N.E.W. for a broken printer. You were advised you would
receive a reimbursement of the purchase price paid for the printer via gift
card once you submitted it to our depot center using a prepaid return shipping
label that would be sent to your e-mail address. After you did not receive a return shipping
label, you contacted N.E.W. and were informed the label had been sent via U.S.
Postal Service to your home address. You informed the customer service
representative that you are on the road for business 11 months out of the year
and requested the return label be sent to your e-mail address. You were advised
you would have the return label within two hours. After two days past without
receiving the label you contacted N.E.W.
again. The representative you spoke with informed you the label could
not be sent via e-mail and must be delivered using the U.S. Postal Service. You went to the [redacted] location where
you purchased the printer to ask if they could provide assistance. An assistant
manager stated his understanding was return labels were sent via e-mail. He
contacted N.E.W. on your behalf. You were again informed the return label would
be sent to your e-mail address. As of the date you submitted your complaint to
the Revdex.com you had not received a return shipping label.
The desired resolution listed in
your complaint is to have your claim resolved.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim for a printer/fax combo was initiated February 11, 2015.
The claim was to be completed by providing you with a reimbursement of the
purchase price paid using an [redacted] gift card. The gift card was to be
issued upon our service center receiving the product. When we require you to
submit the claimed product to a depot center we provide a prepaid return
shipping label to you. For your claim the label was mailed to the address we
have in our records for you. We received notification that you had not received
the return shipping label on February 21, 2015. A second label was mailed to
your home address at that time. A third label was sent to you February 23,
2015. This was a UPS return label with a tracking number ending in 6603. Our records indicate this tracking number is
in route to our depot center. I will follow through with your claim until it is
completed. We regret you were informed the return shipping label would be
provided via e-mail only to be sent twice via U.S. Postal Service to your home
address. I am unable to provide a
definitive explanation why your return label was not sent to your e-mail address.
We want to prevent your experience from reoccurring with other customers and
are actively researching the issue.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
[redacted]
Houston,
TX [redacted]
Case
# [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
copied below.
I have filed a claim and this company REFUSES to return any emails,
they REFUSE to update me on the status of the claim. Every time I go online and
inquire, they change the status of my claim file date! Every time I request an
update, they act as if I am filing for the first time, and they seem to have no
prior knowledge to my claim despite the fact I have faxed and emailed proof of
purchase. They are clearly giving me the run-around. The original file date was
6/7/15. They told me by email (the only one I have received) that they will get
back with me in 3 days. Haven't heard anything.
The desired resolution listed in
your complaint is to have your vacuum cleaner repaired or receive a
reimbursement of the purchase price paid for the item.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed the claim for your vacuum cleaner was initiated June 8, 2015. You were asked to provide proof of purchase
for the vacuum. The purchase of both the
vacuum and the replacement plan were confirmed June 18, 2015. The reimbursement was approved the same day and
issued on June 20, 2015. I attempted to
reach you to confirm you that you did receive the reimbursement. I was unable to speak with you but I did
leave a voicemail message requesting that you call me directly if you have not
received the reimbursement.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
December 22, 2014
[redacted]
[redacted]
Lawrence, KS [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You purchased a [redacted] cell phone and an [redacted] printer at [redacted] with a replacement plan administered by Asurion. You were able to submit the receipt information. When registering the printer you were advised to check back in a few days. The problem occurred when for the next two weeks you were unable to log into the system to confirm your registration. You requested assistance but were never contacted. As of the date of your complaint you still have not been able access our site to confirm your products were registered correctly.
The desired resolution listed in your complaint is to be able to access your account to see if your products were registered successfully.
A review of your service history for the replacement plan you purchased has been completed. The research revealed we did receive the required information to register both of your products successfully. We have the manufacturer information, the model numbers for each product, as well as the purchase date and purchase amount for each item.
I attempted to contact you on two occasions. I left a voicemail message on the second call advising your products have been registered successfully. If you do need to submit a claim in the future you are welcome to call our toll free customer service number ###-###-#### 24 hours a day, 365 days a year. Anyone that answers will be able to assist you. You are also welcome to contact me directly at the phone number below. I would be happy to assist you also.
I’m sorry you had difficulties with our website. I do not have any information about what may have caused the issues you experienced.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
[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.
Regards,
[redacted]
October 28, 2014
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the...
above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
N.E.W. failed to honor your protection plan for a [redacted] wireless device. When your claim was submitted you were advised you would receive a reimbursement via e-gift card within two hours. The following day you received a request to submit a copy of the receipt which you did. Later you were advised the wireless device would need to be sent to N.E.W. On October 7, 2014 you received an e-mail notification your reimbursement would be sent within 24 – 72 hours. After more than ten days you had not received your reimbursement e-gift card.
The desired resolution listed in your complaint is to receive the reimbursement via e-gift card that you have been expecting.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed you were asked to forward a copy of the purchase receipt for your wireless device, and to send the device to N.E.W. to initiate the reimbursement which you did. You contacted N.E.W. on October 10, 2014 after you had not received the expected reimbursement. A corporate resolution specialist named Leigh Ann followed up with you and resubmitted the reimbursement request. On October 17, 2014 Leigh Ann spoke with you and confirmed you did receive the reimbursement. .
N.E.W. values your business and we regret that your experience was less than satisfactory. We will follow up with the representatives involved with your claim to provide coaching on the expected time frame to complete a claim and for the customer to receive a reimbursement. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
kp[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
May 19, 2015
[redacted]
[redacted]
Redmond, WA [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
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint
filed with the Revdex.com you state the following:
“I had purchased a [redacted] Multifunction
Chair from [redacted] store on 07/29/13 for $149.99, and also purchased a
warranty with it in regards to cover 3 years of service/replacement for $29.99.
About a week or so ago, one of the 5 legs of the chair had completely
snapped/cracked resulting in the chair to no longer sit upright properly and/or
be stable in it. I had dug out my warranty, contacted the agency, sent over
pictures per request, and was denied warranty stating it was "not a
covered failure". In the contract that I was given at the time of purchase
states that it covers "Frames - Structural defects, warping, cracking, and
breaking to frames and legs" which, unfortunately, is what had happened to
my chair. The chair is no longer able to be used and the warranty is not
covering as stated.”
The
following is the desired resolution listed in your complaint:
“Desired outcome is replacement chair of
equal or greater value at time of purchase or financial reimbursement of
original chair purchase price.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed a gift card ending in #[redacted] in the amount of
$156.03 (purchase price plus tax) issued on May 9, 2015. I called the contact
number listed in your complaint on May 12, 2015 to verify you received the gift
card. I was unable to leave a message, I only received a message that the voicemail
was not set up to accept my message.
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
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 number. I would
like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Service Plans. Inc. (Asurion), is a provider of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. Asurion offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service. Each
call or letter that comes into Asurion regarding concerns or issues relating to
our service plan(s) is thoroughly investigated.
According to your
complaint filed with the Revdex.com, on March 11, 2015 you
purchased two tablets at a [redacted] store along with replacement plans for item.
In or about April/May 2015 you submitted claims for each tablet. You requested
the claims be fulfilled via [redacted] e-gift cards that could be sent to your
e-mail address. You returned both
tablets to our depot center as requested.
On May 18th you received one e-gift card via e-mail and you
were advised the second e-gift card would also be sent to your e-mail
address. On June 11, 2015 you were asked
to provide a receipt copy for one of the tablets. You did so by sending a copy
of the receipt to the e-mail address you were provided with. As of July 4, 2015 you still had not received
the e-gift card reimbursement for the second tablet.
The desired resolution listed in your complaint is to
receive the [redacted] e-gift card as expected.
A review of your service history for the replacement plan
you purchased has been completed. The research confirmed two claims were
submitted for tablets purchased at [redacted]. A reimbursement of the purchase
price paid for each tablet was issued via e-gift card and sent to the same
e-mail address you provided to the Revdex.com. Our records confirm one e-gift card with a
number ending in 5676 was activated on May 18, 2015 in the amount of $106.92.
This e-gift card was redeemed in full at [redacted] store # 0628 on June 26,
2015. A second e-gift card with the
number ending in 9231 was activated and issued on June 24, 2015. The
reimbursement amount was the same as the first e-gift card. As of July 16, 2015 this e-gift card had not
been utilized.
I attempted to reach you by phone on three separate
occasions. On each call I left a message
with my contact information and a request to call me if you have not received
the second e-gift card. As of the writing of this letter I have not heard from
you. I always advise customers to check
their e-mail junk folders as sometimes our e-mails are received there. If you
did not receive the second e-gift card we are happy to reissue the
reimbursement for you. If you still
require assistance, please call me at [redacted] or if you prefer, you may
reach me by e-mail at [redacted]
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 615-445-2404.
March
20, 2015
[redacted]
** [redacted]
Hopewell,
VA [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On behalf of
Asurion, please accept this letter in response to your inquiry filed with the
Revdex.com of Metro Washington DC &...
Eastern Pennsylvania, under
the above referenced file number. I would like to offer my apology that your
experience with Asurion did not meet your expectations.
Asurion is an administrator
of extended service plans, buyer protection services and product support
programs that serves more top consumer electronics retailers than any other
provider. Asurion offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns
or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“Asurion did not honor their product service plan. I
have filed two different claims for the same issue with my ** Laptop (Model #
[redacted], Serial # [redacted]). The first claim was filed February 15, 2015
(Service request number: [redacted]). The laptop was sent in and I was told that
it would take 7-10 business days to repair. I sent the laptop off for repair
February 18, 2015 and there was an attempt to return it by [redacted] only two days
later on February 20, 2015. When I received the laptop back there was a notice
that said my issue had been resolved and that it had passed all diagnostic
testing however the laptop was still not working. I was given a new battery for
the laptop even though the battery had nothing to do with my issue. Apparently
those "diagnostic tests" did not include pressing the power button
because a press of the power button clearly shows that the laptop does not turn
on. I called and spoke to another representative about the unresolved issue and
was told that a "re-work" needed to be done. Another claim was opened
on February 25, 2015 (Service request number: [redacted]) and the laptop was sent
back in on February 27, 2015. I received a phone call on March 5, 2015 stating
that my claim was denied because of a biohazard (vomit) and that biohazards are
not covered under the service plan. My problem with Asurion is that nowhere in
the terms and conditions of the service plan does it state that a biohazard
(vomit) would not be covered. I have my original receipt as well as a copy of
the terms and conditions. There is a detailed list of 24 items that are not
covered under the service plan. Biohazard is not listed. It is also not listed
on Asurion's website. I completely understand not wanting to perform service on
the laptop because of the vomit (which was cleaned off) however, the terms and
conditions also state that if the product cannot be serviced then it may be
replaced or that a gift card may be issued for the original price. I do not
understand how a claim can be denied for a reason that is not reflected in any
part of the terms and conditions. I explained the situation to two different
representatives at the time both claims were filed and neither of the
representatives told me that my product would not be covered because of the
vomit. The first time I sent it in there was no issue about the vomit. I
purchased a protection plan for a reason and now that I need it, it is not being
honored as it should. If the service plan does not cover this type of issue
then that should be reflected in the terms in conditions along with the already
included list of what is not covered. How can a claim be denied over a
condition that the consumer is NOT made aware of beforehand?”
The following is
the desired resolution listed in your complaint:
“I would like for Asurion to honor the service plan
that I purchased by either replacing the laptop or refunding me the amount paid
plus tax which would equal $365.00.”
A review of your
service history for the service plan you purchased has been completed. The
research revealed that your first service request was handled by a new
technical representative who had no experience with opening a unit with a
biohazard. He failed to document the biohazard and notify the appropriate
department. Without the biohazard being documented the representative you spoke
with the second time you called did not have the knowledge to refuse your
request for a rework. The original technical representative who worked your
first claim has been coached and properly trained to handle these situations
going forward.
A decision was
made to reimburse you for your laptop for customer satisfaction due to the
error in your original claim being processed. The reimbursement will be process
and you should receive the check within 7 business days. Once you receive the
reimbursement you will have 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
March 10, 2015
[redacted]
[redacted]
Columbia, MD 21045
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a claim with N.E.W. for a tablet on November 11, 2014. You were
informed in December 2014 that you would receive a reimbursement check for the
purchase price paid for the tablet. You mentioned that as of March 19, 2015 you
had not received the check, however I believe the date you intended was
February 19, 2015, as that is the date you submitted your complaint to the
Revdex.com.
The desired resolution listed in
your complaint is to receive your reimbursement check.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you initiated a claim with N.E.W.
November 11, 2014 for a tablet. We
requested proof of purchase for the tablet which was received and approved
December 12, 2014. A prepaid return shipping label was provided for you to send
the tablet to our service center. The tablet was received December 17, 2014 and
a reimbursement check for the purchase price plus sales tax was finalized
December 18, 2014. On January 3, 2015 you notified N.E.W. that you had not received the check. You were advised 21
days must pass from the date the check was issued before a reissue will be
approved. On January 10, 2014 a reissue request was submitted, however it was
not submitted using the correct system. The check was not reissued until
February 3, 2015. Your complaint to the Revdex.com was filed
February 19, 2015. The following day
February 20, 2015 you called N.E.W.
to inform us you did receive the reimbursement check. Our accounting department
confirmed the check has been reconciled. We regret your experience with N.E.W. was less than satisfactory, and
that your wait time for the reimbursement check was longer than expected. I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W. If we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
March
27, 2015
[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
number. I would like to offer my apology that your experience with Asurion did
not meet your expectations.
Asurion
is an administrator of extended service plans, buyer protection services and
product support programs that serves more top consumer electronics retailers
than any other provider. Asurion offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated.
According to
your complaint filed with the Revdex.com you state the following:
“Asurion refuses to honor the contract. We purchased
2 kids bicycles from [redacted] with 2 years warranty. When we called to file a
claim on one of the bike, they said they do not cover that which was the bike
seats. I called to file another claim on the second one where the gear chain
keeps coming lose which causes my kid to fall and they said they only offer
electrical or mechanical issue coverage. To my knowledge this is a mechanical
issue and they refuse to cover it. I spoke to their rep on their phone and said
oh so sorry but nothing we can do.”
The desired
resolution listed in your complaint
“Asurion has to
honor the contract and fixed the bikes or replace them if needed”.
A review of your
service history for the replacement plan you purchased has been completed. The
research revealed that a Resolution Specialist named Alaina reached out to you
on March 23rd and confirmed the failures you were experiencing.
Alaina initiated a claim for each of your bicycles and advised you she would
oversee them to completion.
Once claim
payment is made via gift card for the purchase price you paid for your bicycles
plus tax N.E.W. will have fulfilled
their obligation under the terms of the replacement plans you purchased for
your bicycles.
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,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted] www.asurion.com
January 28, 2015
[redacted]
[redacted]
[redacted]
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
submitted a claim in April 2014 for a fishing rod purchased at Dick’s Sporting
Goods. You were advised a reimbursement check for the purchase price paid for
the product would be issued and sent to you. You were told on multiple
occasions the check would be sent with no results. As of January 23, 2015 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 completed. The research
revealed your claim for a fishing rod was initiated June 6, 2014. 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 you. On June 13, 2014 you contacted N.E.W. for information about how to send the fishing rod. It was
classified as a “bulky” item and you were no longer required to forward it to
our service center. A reimbursement was issued but sent to an old address that
we had in our system. The address was updated. A request to resubmit the
reimbursement was issued, only to be denied as there was no explanation
provided for the reissue request. Our service history notes reflect a check was
reissued and delivered via FedEx January 27, 2015. I attempted to contact you to confirm you had
in fact received the check. I 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 poor. We will utilize your claim in an effort to improve the
service we deliver to other customers. I hope this response provides you with
the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] Nashville, TN 37211
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
Filed claim for phone repair, company
never attempted to repair phone, and refuses to respond to e-mails. Open claim
since January 02, 2015. Purchased from: [redacted] Purchase date: August
06, 2014 Purchase price: $29.88 Model number: [redacted] Serial number:
[redacted] Claim opened: January 02, 2015 Service request number:
[redacted] Protection expires: August 05, 2016 Plan number:[redacted] Reference
number:[redacted] Claim was filed January 2nd, 2015, company claimed package was
being sent for me to return product in. The package never arrived. Sent the
company messages through their Contact Us link, never received a single reply.
Company's website shows an open claim still in progress from January 2nd, 2015,
yet no attempts have been made by company to finish the claim.
The
following is the desired resolution listed in your complaint:
I just want the service that I
requested, my phone fixed or replaced. I also would like to know why a company
that has 41 negative reviews and 0 positive reviews manages to have a 4 star
rating.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim imitated on January 2, 2015 for your
LG mobile device online at [redacted].
Two additional emailed were sent to you on January 20th and March 10th.
A Resolution Specialist contacted you and you
advised you were unaware the shipping label were being sent to you by email.
The Specialist mailed a shipping label to you at the address listed in this
compliant on March 10th via [redacted]. This label will provide a means
for your mobile device to be sent to N.E.W.
so a [redacted] gift card can be provided to you in the amount you paid for your
mobile device plus tax. This will complete your claim.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted].
February 24, 2015
[redacted]
Birmingham, AL [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
purchased a laptop computer in August of 2013 with an extended service plan
administered by N.E.W. that included coverage for Accidental Damage from
Handling (ADH). There was a problem with the base coming apart from the rest of
the computer, so you submitted a claim with N.E.W. to have the laptop repaired.
It was returned to you after approximately 4 weeks in worse condition than when
you sent it.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price so you are
able to buy a replacement.
A review of your service history
for the replacement plan you purchased has been completed. The research confirms
N.E.W. first serviced your laptop in
June of 2014. Parts were replaced and the laptop was returned to you. You then submitted
a second claim with N.E.W. December
3, 2014. After the first attempt to provide you with a prepaid return shipping
label was unsuccessful our service center received your laptop December 22,
2014. The repair was marked as complete on December 30, 2014 and the laptop was
returned to you. You notified N.E.W. on January 16, 2015 that the
laptop was received with more damage than when you sent it for repair. You
requested that N.E.W. consider
providing you a reimbursement of the purchase price as you were uncomfortable
with sending it for service a third time. A reimbursement was approved February
3, 2015. You specifically requested a check, however a reimbursement in the
form of a gift card was issued. We have
requested a stop payment for the gift card be completed. Once this has been
confirmed a check payable to you will be issued and overnighted to the address
at the top of this letter. I will follow up with you and provide tracking
information once available.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
From: R[redacted], Cynthia <[redacted]@asurion.com>Date: Mon, Jan 12, 2015 at 7:07 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, 2014 and a $25 gift card was issued for customer satisfaction for the delay in the replacement being delivered. A 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 card. We have not heard from [redacted] to date. Regards, Cynthia R[redacted]Sr. Compliance Coordinator | [redacted]@asurion.comP ###-###-#### | F ###-###-#### | www.asurion.com
January 23, 2015
[redacted]
Carrollton, GA 30117
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is
summarized below.
You have been unable to submit a claim with N.E.W. for a cellular
phone. You attempted to file the claim using our website which directs you to
call a toll free phone number. The wait times on the phone have been excessive.
After speaking with a representative and providing your information you were
told you would need to be transferred or redirected. You were transferred to a
recording which stated we were closed. The website provided no additional
assistance or customer support.
The desired resolution listed in
your complaint is to complete your claim and receive a replacement device.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed no claims have been initiated for your cellular phone. Upon receiving
your complaint I called and spoke with you. I apologized for the difficulties
you were experiencing. I stated I would have a corporate resolution specialist
contact you to assist you with the filing of your claim. She agreed to oversee
your claim until it was complete. The resolution specialist has tried to
contact you on two occasions, January 14th and January 20th,
leaving a voicemail message each time with her direct phone number and a
request to call her at your convenience. I also left you a voicemail message
and sent you an e-mail with her name and phone number. As of the writing of
this letter we have not received a response. Your replacement plan is active
and effective until April 3, 2016. You are welcome to call me directly if you
have any 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 ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
[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 accept the settlement by Asurion. However, the business [redacted] lied about what occurred. The oil I used was purchased at [redacted] and was purchased as the oil recommended for the Lawn Tractor. They would do well to seek another service provider.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
December
22, 2014
[redacted]
Raytown,
MO [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
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“I purchased a ** Notebook [redacted]
Laptop computer. I have sent to be repaired 4 times. Sending it for 5th.
Doesn't work.Barely year old. Sent computer to be repaired 4 times. Motherbard
damage caused other damage. It doesn't work correctly.”
The
desired resolution listed in your complaint is to receive a replacement or a
refund for your laptop computer.
A
review of your service history for the service plan you purchased has been
completed. The research revealed multiple service requests for your laptop
between May 2014 and December 2014.
We
spoke on December 18, 2014 and I apologized for any inconvenience you may have
been caused. I offered to reimburse you for the purchase price of your laptop
plus tax under the “No Lemon” guideline of the terms and conditions of the
service plan you purchased. This was provided due to the multiple repairs
provided that never resulted in your laptop working properly. Your
reimbursement should be forth coming by Friday, December 26th. When
asked you had no additional concerns or unanswered 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]@[redacted].com
P
###-###-#### | F ###-###-#### | www.asurion.com
March 18, 2015
[redacted]
Tunkhannock, PA [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
received different information from N.E.W. customer service representatives
regarding the expected time frame to receive a reimbursement of the purchase
price paid for your mobile device, a Straight Talk cellular phone. You were
first informed if a replacement device was unavailable you would receive a
refund of the purchase price in 2-4 days. A second representative advised you
once the claimed device was received and verified, the reimbursement would be
received in 24-72 hours. The third
representative advised you the reimbursement may take up to six days.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price you paid for
the Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed on December 28, 2014 you contacted N.E.W.
to submit a claim for a mobile device you purchased October 22, 2014 at
[redacted].com. Notes added by the first representative you spoke with indicate
she advised you a reimbursement via [redacted] gift card would be processed within
24-72 hours after the device has been received and inspected. A prepaid return
shipping label was provided for you to use to send the mobile device to our
depot center. The tracking number assigned to the return label indicates the
device was received at our depot center Friday January 2, 2015. The representative you first spoke with did
not inform you hours that occur during weekends are not counted towards the
expected time frame to receive a reimbursement. You should have been advised 24
-72 business hours to receive a reimbursement. Your reimbursement was processed
on Tuesday January 6, 2015 and issued the next day January 7, 2015 which is
still within the 72 hour expectancy. Our research confirms the gift card has
been utilized in full and has a $0.00 remaining balance. I regret to inform you we are unable to
refund the purchase price you paid for the extended Plan. It is the existence
of the Plan that permits the reimbursement of the purchase price paid for your
mobile device.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
[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] find that this resolution is satisfactory to me.
Regards,
[redacted]
From: [redacted] <[redacted]@[redacted].com>Date: Fri, Jun 19, 2015 at 8:07 PMSubject: complaint #[redacted]To: [email protected] whom it may concern:I filed a complaint yesterday, #[redacted]. The company has resolved the problem to my satisfactory.thank you,[redacted]
March 16, 2015
[redacted]
[redacted] [redacted]
Crown Point, IN 46307
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
filed a claim with N.E.W. for a broken printer. You were advised you would
receive a reimbursement of the purchase price paid for the printer via gift
card once you submitted it to our depot center using a prepaid return shipping
label that would be sent to your e-mail address. After you did not receive a return shipping
label, you contacted N.E.W. and were informed the label had been sent via U.S.
Postal Service to your home address. You informed the customer service
representative that you are on the road for business 11 months out of the year
and requested the return label be sent to your e-mail address. You were advised
you would have the return label within two hours. After two days past without
receiving the label you contacted N.E.W.
again. The representative you spoke with informed you the label could
not be sent via e-mail and must be delivered using the U.S. Postal Service. You went to the [redacted] location where
you purchased the printer to ask if they could provide assistance. An assistant
manager stated his understanding was return labels were sent via e-mail. He
contacted N.E.W. on your behalf. You were again informed the return label would
be sent to your e-mail address. As of the date you submitted your complaint to
the Revdex.com you had not received a return shipping label.
The desired resolution listed in
your complaint is to have your claim resolved.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim for a printer/fax combo was initiated February 11, 2015.
The claim was to be completed by providing you with a reimbursement of the
purchase price paid using an [redacted] gift card. The gift card was to be
issued upon our service center receiving the product. When we require you to
submit the claimed product to a depot center we provide a prepaid return
shipping label to you. For your claim the label was mailed to the address we
have in our records for you. We received notification that you had not received
the return shipping label on February 21, 2015. A second label was mailed to
your home address at that time. A third label was sent to you February 23,
2015. This was a UPS return label with a tracking number ending in 6603. Our records indicate this tracking number is
in route to our depot center. I will follow through with your claim until it is
completed. We regret you were informed the return shipping label would be
provided via e-mail only to be sent twice via U.S. Postal Service to your home
address. I am unable to provide a
definitive explanation why your return label was not sent to your e-mail address.
We want to prevent your experience from reoccurring with other customers and
are actively researching the issue.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
July
1, 2015
[redacted]
Houston,
TX [redacted]
Case
# [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
copied below.
I have filed a claim and this company REFUSES to return any emails,
they REFUSE to update me on the status of the claim. Every time I go online and
inquire, they change the status of my claim file date! Every time I request an
update, they act as if I am filing for the first time, and they seem to have no
prior knowledge to my claim despite the fact I have faxed and emailed proof of
purchase. They are clearly giving me the run-around. The original file date was
6/7/15. They told me by email (the only one I have received) that they will get
back with me in 3 days. Haven't heard anything.
The desired resolution listed in
your complaint is to have your vacuum cleaner repaired or receive a
reimbursement of the purchase price paid for the item.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed the claim for your vacuum cleaner was initiated June 8, 2015. You were asked to provide proof of purchase
for the vacuum. The purchase of both the
vacuum and the replacement plan were confirmed June 18, 2015. The reimbursement was approved the same day and
issued on June 20, 2015. I attempted to
reach you to confirm you that you did receive the reimbursement. I was unable to speak with you but I did
leave a voicemail message requesting that you call me directly if you have not
received the reimbursement.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
December 22, 2014
[redacted]
[redacted]
Lawrence, KS [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You purchased a [redacted] cell phone and an [redacted] printer at [redacted] with a replacement plan administered by Asurion. You were able to submit the receipt information. When registering the printer you were advised to check back in a few days. The problem occurred when for the next two weeks you were unable to log into the system to confirm your registration. You requested assistance but were never contacted. As of the date of your complaint you still have not been able access our site to confirm your products were registered correctly.
The desired resolution listed in your complaint is to be able to access your account to see if your products were registered successfully.
A review of your service history for the replacement plan you purchased has been completed. The research revealed we did receive the required information to register both of your products successfully. We have the manufacturer information, the model numbers for each product, as well as the purchase date and purchase amount for each item.
I attempted to contact you on two occasions. I left a voicemail message on the second call advising your products have been registered successfully. If you do need to submit a claim in the future you are welcome to call our toll free customer service number ###-###-#### 24 hours a day, 365 days a year. Anyone that answers will be able to assist you. You are also welcome to contact me directly at the phone number below. I would be happy to assist you also.
I’m sorry you had difficulties with our website. I do not have any information about what may have caused the issues you experienced.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
[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.
Regards,
[redacted]
October 28, 2014
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the...
above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
N.E.W. failed to honor your protection plan for a [redacted] wireless device. When your claim was submitted you were advised you would receive a reimbursement via e-gift card within two hours. The following day you received a request to submit a copy of the receipt which you did. Later you were advised the wireless device would need to be sent to N.E.W. On October 7, 2014 you received an e-mail notification your reimbursement would be sent within 24 – 72 hours. After more than ten days you had not received your reimbursement e-gift card.
The desired resolution listed in your complaint is to receive the reimbursement via e-gift card that you have been expecting.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed you were asked to forward a copy of the purchase receipt for your wireless device, and to send the device to N.E.W. to initiate the reimbursement which you did. You contacted N.E.W. on October 10, 2014 after you had not received the expected reimbursement. A corporate resolution specialist named Leigh Ann followed up with you and resubmitted the reimbursement request. On October 17, 2014 Leigh Ann spoke with you and confirmed you did receive the reimbursement. .
N.E.W. values your business and we regret that your experience was less than satisfactory. We will follow up with the representatives involved with your claim to provide coaching on the expected time frame to complete a claim and for the customer to receive a reimbursement. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
kp[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
May 19, 2015
[redacted]
[redacted]
Redmond, WA [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
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint
filed with the Revdex.com you state the following:
“I had purchased a [redacted] Multifunction
Chair from [redacted] store on 07/29/13 for $149.99, and also purchased a
warranty with it in regards to cover 3 years of service/replacement for $29.99.
About a week or so ago, one of the 5 legs of the chair had completely
snapped/cracked resulting in the chair to no longer sit upright properly and/or
be stable in it. I had dug out my warranty, contacted the agency, sent over
pictures per request, and was denied warranty stating it was "not a
covered failure". In the contract that I was given at the time of purchase
states that it covers "Frames - Structural defects, warping, cracking, and
breaking to frames and legs" which, unfortunately, is what had happened to
my chair. The chair is no longer able to be used and the warranty is not
covering as stated.”
The
following is the desired resolution listed in your complaint:
“Desired outcome is replacement chair of
equal or greater value at time of purchase or financial reimbursement of
original chair purchase price.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed a gift card ending in #[redacted] in the amount of
$156.03 (purchase price plus tax) issued on May 9, 2015. I called the contact
number listed in your complaint on May 12, 2015 to verify you received the gift
card. I was unable to leave a message, I only received a message that the voicemail
was not set up to accept my message.
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
July 27, 2015
[redacted]
Case # [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 number. I would
like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Service Plans. Inc. (Asurion), is a provider of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. Asurion offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service. Each
call or letter that comes into Asurion regarding concerns or issues relating to
our service plan(s) is thoroughly investigated.
According to your
complaint filed with the Revdex.com, on March 11, 2015 you
purchased two tablets at a [redacted] store along with replacement plans for item.
In or about April/May 2015 you submitted claims for each tablet. You requested
the claims be fulfilled via [redacted] e-gift cards that could be sent to your
e-mail address. You returned both
tablets to our depot center as requested.
On May 18th you received one e-gift card via e-mail and you
were advised the second e-gift card would also be sent to your e-mail
address. On June 11, 2015 you were asked
to provide a receipt copy for one of the tablets. You did so by sending a copy
of the receipt to the e-mail address you were provided with. As of July 4, 2015 you still had not received
the e-gift card reimbursement for the second tablet.
The desired resolution listed in your complaint is to
receive the [redacted] e-gift card as expected.
A review of your service history for the replacement plan
you purchased has been completed. The research confirmed two claims were
submitted for tablets purchased at [redacted]. A reimbursement of the purchase
price paid for each tablet was issued via e-gift card and sent to the same
e-mail address you provided to the Revdex.com. Our records confirm one e-gift card with a
number ending in 5676 was activated on May 18, 2015 in the amount of $106.92.
This e-gift card was redeemed in full at [redacted] store # 0628 on June 26,
2015. A second e-gift card with the
number ending in 9231 was activated and issued on June 24, 2015. The
reimbursement amount was the same as the first e-gift card. As of July 16, 2015 this e-gift card had not
been utilized.
I attempted to reach you by phone on three separate
occasions. On each call I left a message
with my contact information and a request to call me if you have not received
the second e-gift card. As of the writing of this letter I have not heard from
you. I always advise customers to check
their e-mail junk folders as sometimes our e-mails are received there. If you
did not receive the second e-gift card we are happy to reissue the
reimbursement for you. If you still
require assistance, please call me at [redacted] or if you prefer, you may
reach me by e-mail at [redacted]
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 615-445-2404.
Ken P[redacted]
March
20, 2015
[redacted]
** [redacted]
Hopewell,
VA [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On behalf of
Asurion, please accept this letter in response to your inquiry filed with the
Revdex.com of Metro Washington DC &...
Eastern Pennsylvania, under
the above referenced file number. I would like to offer my apology that your
experience with Asurion did not meet your expectations.
Asurion is an administrator
of extended service plans, buyer protection services and product support
programs that serves more top consumer electronics retailers than any other
provider. Asurion offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns
or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“Asurion did not honor their product service plan. I
have filed two different claims for the same issue with my ** Laptop (Model #
[redacted], Serial # [redacted]). The first claim was filed February 15, 2015
(Service request number: [redacted]). The laptop was sent in and I was told that
it would take 7-10 business days to repair. I sent the laptop off for repair
February 18, 2015 and there was an attempt to return it by [redacted] only two days
later on February 20, 2015. When I received the laptop back there was a notice
that said my issue had been resolved and that it had passed all diagnostic
testing however the laptop was still not working. I was given a new battery for
the laptop even though the battery had nothing to do with my issue. Apparently
those "diagnostic tests" did not include pressing the power button
because a press of the power button clearly shows that the laptop does not turn
on. I called and spoke to another representative about the unresolved issue and
was told that a "re-work" needed to be done. Another claim was opened
on February 25, 2015 (Service request number: [redacted]) and the laptop was sent
back in on February 27, 2015. I received a phone call on March 5, 2015 stating
that my claim was denied because of a biohazard (vomit) and that biohazards are
not covered under the service plan. My problem with Asurion is that nowhere in
the terms and conditions of the service plan does it state that a biohazard
(vomit) would not be covered. I have my original receipt as well as a copy of
the terms and conditions. There is a detailed list of 24 items that are not
covered under the service plan. Biohazard is not listed. It is also not listed
on Asurion's website. I completely understand not wanting to perform service on
the laptop because of the vomit (which was cleaned off) however, the terms and
conditions also state that if the product cannot be serviced then it may be
replaced or that a gift card may be issued for the original price. I do not
understand how a claim can be denied for a reason that is not reflected in any
part of the terms and conditions. I explained the situation to two different
representatives at the time both claims were filed and neither of the
representatives told me that my product would not be covered because of the
vomit. The first time I sent it in there was no issue about the vomit. I
purchased a protection plan for a reason and now that I need it, it is not being
honored as it should. If the service plan does not cover this type of issue
then that should be reflected in the terms in conditions along with the already
included list of what is not covered. How can a claim be denied over a
condition that the consumer is NOT made aware of beforehand?”
The following is
the desired resolution listed in your complaint:
“I would like for Asurion to honor the service plan
that I purchased by either replacing the laptop or refunding me the amount paid
plus tax which would equal $365.00.”
A review of your
service history for the service plan you purchased has been completed. The
research revealed that your first service request was handled by a new
technical representative who had no experience with opening a unit with a
biohazard. He failed to document the biohazard and notify the appropriate
department. Without the biohazard being documented the representative you spoke
with the second time you called did not have the knowledge to refuse your
request for a rework. The original technical representative who worked your
first claim has been coached and properly trained to handle these situations
going forward.
A decision was
made to reimburse you for your laptop for customer satisfaction due to the
error in your original claim being processed. The reimbursement will be process
and you should receive the check within 7 business days. Once you receive the
reimbursement you will have 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
March 10, 2015
[redacted]
[redacted]
Columbia, MD 21045
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a claim with N.E.W. for a tablet on November 11, 2014. You were
informed in December 2014 that you would receive a reimbursement check for the
purchase price paid for the tablet. You mentioned that as of March 19, 2015 you
had not received the check, however I believe the date you intended was
February 19, 2015, as that is the date you submitted your complaint to the
Revdex.com.
The desired resolution listed in
your complaint is to receive your reimbursement check.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you initiated a claim with N.E.W.
November 11, 2014 for a tablet. We
requested proof of purchase for the tablet which was received and approved
December 12, 2014. A prepaid return shipping label was provided for you to send
the tablet to our service center. The tablet was received December 17, 2014 and
a reimbursement check for the purchase price plus sales tax was finalized
December 18, 2014. On January 3, 2015 you notified N.E.W. that you had not received the check. You were advised 21
days must pass from the date the check was issued before a reissue will be
approved. On January 10, 2014 a reissue request was submitted, however it was
not submitted using the correct system. The check was not reissued until
February 3, 2015. Your complaint to the Revdex.com was filed
February 19, 2015. The following day
February 20, 2015 you called N.E.W.
to inform us you did receive the reimbursement check. Our accounting department
confirmed the check has been reconciled. We regret your experience with N.E.W. was less than satisfactory, and
that your wait time for the reimbursement check was longer than expected. I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W. If we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
March
27, 2015
[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
number. I would like to offer my apology that your experience with Asurion did
not meet your expectations.
Asurion
is an administrator of extended service plans, buyer protection services and
product support programs that serves more top consumer electronics retailers
than any other provider. Asurion offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated.
According to
your complaint filed with the Revdex.com you state the following:
“Asurion refuses to honor the contract. We purchased
2 kids bicycles from [redacted] with 2 years warranty. When we called to file a
claim on one of the bike, they said they do not cover that which was the bike
seats. I called to file another claim on the second one where the gear chain
keeps coming lose which causes my kid to fall and they said they only offer
electrical or mechanical issue coverage. To my knowledge this is a mechanical
issue and they refuse to cover it. I spoke to their rep on their phone and said
oh so sorry but nothing we can do.”
The desired
resolution listed in your complaint
“Asurion has to
honor the contract and fixed the bikes or replace them if needed”.
A review of your
service history for the replacement plan you purchased has been completed. The
research revealed that a Resolution Specialist named Alaina reached out to you
on March 23rd and confirmed the failures you were experiencing.
Alaina initiated a claim for each of your bicycles and advised you she would
oversee them to completion.
Once claim
payment is made via gift card for the purchase price you paid for your bicycles
plus tax N.E.W. will have fulfilled
their obligation under the terms of the replacement plans you purchased for
your bicycles.
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,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted] www.asurion.com
January 28, 2015
[redacted]
[redacted]
[redacted]
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
submitted a claim in April 2014 for a fishing rod purchased at Dick’s Sporting
Goods. You were advised a reimbursement check for the purchase price paid for
the product would be issued and sent to you. You were told on multiple
occasions the check would be sent with no results. As of January 23, 2015 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 completed. The research
revealed your claim for a fishing rod was initiated June 6, 2014. 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 you. On June 13, 2014 you contacted N.E.W. for information about how to send the fishing rod. It was
classified as a “bulky” item and you were no longer required to forward it to
our service center. A reimbursement was issued but sent to an old address that
we had in our system. The address was updated. A request to resubmit the
reimbursement was issued, only to be denied as there was no explanation
provided for the reissue request. Our service history notes reflect a check was
reissued and delivered via FedEx January 27, 2015. I attempted to contact you to confirm you had
in fact received the check. I 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 poor. We will utilize your claim in an effort to improve the
service we deliver to other customers. I hope this response provides you with
the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] Nashville, TN 37211
March 16, 2015
[redacted]
[redacted]
[redacted]
[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
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
Filed claim for phone repair, company
never attempted to repair phone, and refuses to respond to e-mails. Open claim
since January 02, 2015. Purchased from: [redacted] Purchase date: August
06, 2014 Purchase price: $29.88 Model number: [redacted] Serial number:
[redacted] Claim opened: January 02, 2015 Service request number:
[redacted] Protection expires: August 05, 2016 Plan number:[redacted] Reference
number:[redacted] Claim was filed January 2nd, 2015, company claimed package was
being sent for me to return product in. The package never arrived. Sent the
company messages through their Contact Us link, never received a single reply.
Company's website shows an open claim still in progress from January 2nd, 2015,
yet no attempts have been made by company to finish the claim.
The
following is the desired resolution listed in your complaint:
I just want the service that I
requested, my phone fixed or replaced. I also would like to know why a company
that has 41 negative reviews and 0 positive reviews manages to have a 4 star
rating.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim imitated on January 2, 2015 for your
LG mobile device online at [redacted].
Two additional emailed were sent to you on January 20th and March 10th.
A Resolution Specialist contacted you and you
advised you were unaware the shipping label were being sent to you by email.
The Specialist mailed a shipping label to you at the address listed in this
compliant on March 10th via [redacted]. This label will provide a means
for your mobile device to be sent to N.E.W.
so a [redacted] gift card can be provided to you in the amount you paid for your
mobile device plus tax. This will complete your claim.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted].
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
[redacted] | www.asurion.com
February 24, 2015
[redacted]
Birmingham, AL [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
purchased a laptop computer in August of 2013 with an extended service plan
administered by N.E.W. that included coverage for Accidental Damage from
Handling (ADH). There was a problem with the base coming apart from the rest of
the computer, so you submitted a claim with N.E.W. to have the laptop repaired.
It was returned to you after approximately 4 weeks in worse condition than when
you sent it.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price so you are
able to buy a replacement.
A review of your service history
for the replacement plan you purchased has been completed. The research confirms
N.E.W. first serviced your laptop in
June of 2014. Parts were replaced and the laptop was returned to you. You then submitted
a second claim with N.E.W. December
3, 2014. After the first attempt to provide you with a prepaid return shipping
label was unsuccessful our service center received your laptop December 22,
2014. The repair was marked as complete on December 30, 2014 and the laptop was
returned to you. You notified N.E.W. on January 16, 2015 that the
laptop was received with more damage than when you sent it for repair. You
requested that N.E.W. consider
providing you a reimbursement of the purchase price as you were uncomfortable
with sending it for service a third time. A reimbursement was approved February
3, 2015. You specifically requested a check, however a reimbursement in the
form of a gift card was issued. We have
requested a stop payment for the gift card be completed. Once this has been
confirmed a check payable to you will be issued and overnighted to the address
at the top of this letter. I will follow up with you and provide tracking
information once available.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
From: R[redacted], Cynthia <[redacted]@asurion.com>Date: Mon, Jan 12, 2015 at 7:07 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, 2014 and a $25 gift card was issued for customer satisfaction for the delay in the replacement being delivered. A 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 card. We have not heard from [redacted] to date. Regards, Cynthia R[redacted]Sr. Compliance Coordinator | [redacted]@asurion.comP ###-###-#### | F ###-###-#### | www.asurion.com
January 23, 2015
[redacted]
Carrollton, GA 30117
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is
summarized below.
You have been unable to submit a claim with N.E.W. for a cellular
phone. You attempted to file the claim using our website which directs you to
call a toll free phone number. The wait times on the phone have been excessive.
After speaking with a representative and providing your information you were
told you would need to be transferred or redirected. You were transferred to a
recording which stated we were closed. The website provided no additional
assistance or customer support.
The desired resolution listed in
your complaint is to complete your claim and receive a replacement device.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed no claims have been initiated for your cellular phone. Upon receiving
your complaint I called and spoke with you. I apologized for the difficulties
you were experiencing. I stated I would have a corporate resolution specialist
contact you to assist you with the filing of your claim. She agreed to oversee
your claim until it was complete. The resolution specialist has tried to
contact you on two occasions, January 14th and January 20th,
leaving a voicemail message each time with her direct phone number and a
request to call her at your convenience. I also left you a voicemail message
and sent you an e-mail with her name and phone number. As of the writing of
this letter we have not received a response. Your replacement plan is active
and effective until April 3, 2016. You are welcome to call me directly if you
have any 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 ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211