[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Asurion did contact me and I did agree and appreciate their response. I was waiting until I received the money from them in the mail.
Regards,
[redacted]
January 19, 2015
[redacted]
Snellville, GA [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.
You purchased a laptop computer from [redacted] in August 2012 with
an extended warranty administered by N.E.W. You submitted the laptop to N.E.W.
for repair in June 2014. When it was returned to you the battery was missing
and the charging port only loosely attached to the keyboard. You contacted
N.E.W. about both issues. You were provided with a replacement battery, but you
elected not to resubmit the laptop to N.E.W. for the charging port issue. You
were not interested in sending it for another service repair as you use it on a
daily basis. Less than four months later the charger port no longer connected
to the laptop rendering it unusable. You were advised at the point of sale that
the extended warranty provided by N.E.W. would begin upon the expiration of the
manufacturer’s warranty. Your understanding was there was cover[redacted] through
August 2015 and you have documentation to support that.
The desired resolution listed in
your complaint is for the laptop to be covered through August 2015.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed an error did occur upon the registration of your warranty. N.E.W. entered an expiration date of
August 2015 for the manufacturer’s warranty. This was updated to reflect the
correct expiration date only after you contacted N.E.W. to request service.
While the error pertained to the manufacturer’s warranty, not the extended
warranty provided by N.E.W., it was
our mistake that lead to the confusion. I also believe you were advised at the
time of purchase that the extended warranty would not begin until the
expiration of the manufacturer’s warranty resulting in your understanding there
was cover[redacted] until August 2015.
I spoke with you and discussed
your concerns. You stated you have already purchased a replacement laptop
computer. In the interest of customer satisfaction and as a goodwill gesture I
agreed to provide a reimbursement of the purchase price you paid for the
laptop. You indicated this would be a satisfactory resolution. I will provide
you with updates on the status of the reimbursement as I receive them.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | kp[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
February 9, 2015
[redacted]
Cincinnati, Ohio [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.
You submitted a claim for a [redacted] tablet and were advised a prepaid
return shipping label would be provided to you so that you could forward the
tablet to our service center. After two failed attempts to receive a return
shipping label, you were advised we would issue a reimbursement of the purchase
price via gift card without attempting to have the [redacted] tablet returned to
our service center. You did not receive the gift card as expected. You followed
up on January 6, 2015. As of January 23rd you still had not received
the reimbursement.
The desired resolution listed in
your complaint is to receive a new [redacted] and a refund of your money.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a claim for your tablet was initiated October 15, 2014. Three attempts
to have a prepaid return shipping label sent to you were unsuccessful. A total
of three reimbursement requests were submitted and approved. The most recent was
invoiced on January 9, 2015. After receiving your complaint I attempted to
reach you on two occasions to ask if the reimbursement was received. I was not
able to speak with you but left voicemail messages each time requesting that
you call me back if the reimbursement still had not been received. I received a
voicemail message from you February 9, 2015. You stated you have not received the
reimbursement. I submitted a reissue request to have a reimbursement gift card
sent to the address at the top of this letter. I apologize for the
inconvenience you have endured. I will follow up to be certain you do receive the reimbursement.
We appreciate your business and
certainly regret your experience has been less than satisfactory. I hope this
response provides you with the necessary information to close out this complaint
filed against N.E.W. If we can be of further assistance to you regarding
this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I feel that you will and can go above and beyond - I disagree with your policy and your customer service - by now a new device of = or lesser value could have been issued - but no instead I get unhelpful poor customers service with textbook answers and annoying unpopular policy which is in no way customer friendly.
Regards,
[redacted]
November 6, 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.
After waiting two weeks for a return shipping box and submitting my laptop for repair, Asurion has been unable to provide an expected date of return after having it four weeks.
The desired resolution listed in your complaint is to receive a replacement laptop if yours is unable to be repaired.
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. for your laptop computer Friday September 5, 2014. Two attempts to send you a return shipping label and box were unsuccessful, but the service center assigned to repair your laptop did receive it September 24, 2014. The service center determined they needed to order a LCD to complete the repair of your laptop. You contacted N.E.W. October 18, 2014 to request a status update. The most recent information available to our customer service representatives indicated the service center was still awaiting the LCD with no estimated date of arrival for the part. You shared your repair experience with N.E.W. on Social Media.
A N.E.W. corporate resolution specialist contacted you to discuss your concerns. She offered to provide a refund of the purchase price paid for the laptop due to the extended length of time that had passed without an expected date of completion. You agreed to this and the refund was approved. Our records indicate the refund was received and has been reconciled.
N.E.W. appreciates your business and we regret your experience was less than satisfactory. We are following up with the service center assigned to your repair in an effort to prevent the lack of follow up that occurred with your claim from happening again. 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
[redacted]
[redacted]
Chicago,
IL [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:
“Repair and Refund for 32" TV On
May 3rd I called in because my TV wasn't coming on I was told that I would need
to send the TV back, a box from UPS was sent I packaged up and sent back within
2 days I had a TV, thought that was kind of fast but OK. I begin to notice this
long line in the TV; I was like what is that. A few weeks went by and this line
is a crack in the screen. May 24th I call and the rep said ok I will put
through a request for a debit e-mail for the TV should receive in 3-4 days, I
call back to check cause this crack is growing bigger, rep said was sent on the
27th I should receive by Friday the 29t. I call June 1 and speak with a Supervisor
she says it was approved and should be there 3-4 days, that same day I get a
call from Julia in the claims dept. that I need to send a copy of the receipt
and a picture of the TV, I ask the question why wasn't I told this in the first
place, she don't know but that's the process. I don't understand why I have to
jump through hoops, the crack in the TV is on them I sent it in to be repaired
I don't think the TV they sent back was mines. Professionalism is very bad
here. I have never been through something like this.”
The
desired resolution listed in your complaint
“All I want is my refund to replace my
TV, that's why I got the extended service.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed your television being sent back to you on May
13th after it was repaired. Additional notes on May 25th
reflect a product care plan representative advising you a one-time courtesy was
being given in reimbursing you for the price you paid for your television due
to it being cracked when you received it back after it was repaired. The notes
reflect the time frame for you to receive the reimbursement would be 1 to 4
business days. You called on May 28th and June 1st after
not receiving the reimbursement. On June 10th a representative named
Stephanie spoke with you and you verified receiving the reimbursement you were
promised.
We
spoke on June 23rd and discussed your concerns. You communicated to
me that the entire claims process was lengthy and information that should have
been was not provided initially when you filed your claim. The original receipt
for your television was required and you were not advised of this until a week
after you initiated your claim.
I
apologized for and inconvenience and assured you that this is not
characteristic of the quality or reliability of our services. Any feedback from
our subscribers assists us in coaching our representatives for improved
customer service in the future
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
October 28, 2014
[redacted]
[redacted]
[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.
Your [redacted] needed to be sent to N.E.W. for repair twice as the first repair did not resolve the problem. You changed addresses and made certain N.E.W. had your new address before the second repair took place. Upon the second repair completion, you received a [redacted] tracking number for the return shipment which indicated your product was being sent to your old address.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the [redacted] in the form of a gift card or store credit.
A review of your service history for the plan you purchased has been completed. The research revealed your personal information p[redacted] in our system was updated to reflect your new address. The service center that performed the repair to your [redacted] was not provided with the new address information. That is why the [redacted] was sent to your old address. Upon receiving your complaint, the service center was notified of the error. They contacted [redacted] in an attempt to have the address changed. My understanding and the information I shared with you was [redacted] would return the product to the service center, who would then contact you to confirm your current address and resend it to you. After our conversation an N.E.W. resolution specialist contacted you and offered to provide a reimbursement of the purchase price paid for the [redacted] as a goodwill gesture and to expedite the resolution. You agreed and confirmed this in our conversation October 22, 2014.
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
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:
“They haven't been sent a refund check for a broken
tablet I sent to them 2 months ago and only people of Arab decent I need to
receive refund check that according to them was sent 2 months ago,”
The
following is the desired resolution listed in your complaint:
“Refund check of 160.00.”
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed your original claim payment of $159.91 was
issued on May 5, 2015 and mailed to the address listed in this complaint.
Calls
to N.E.W. are noted in your service
request between May 19th and May 25th regarding your
claim check never arriving in the mail. A stop payment was initiated on May 25th
and a second check was issued on June 1st and sent to the address
listed in this complaint under [redacted] tracking # [redacted] for overnight
delivery. The [redacted] website reflects the package being delivered on June 2nd.
Please
accept my apology for any inconvenience the delay in your claim payment being
received may have caused. We regret that your claims experience has been less
than satisfactory and value you as our customer.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
January 13, 2015
[redacted]
[redacted]
Trenton, IL [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 an Asus tablet with a 2 year extended service plan
administered by N.E.W. On October 19,
2014 you submitted a claim for the tablet which was damaged with a cracked
screen. The claim was fulfilled with a replacement tablet being provided to
you. The replacement tablet did not work
properly. As such another service request was opened, and you submitted the
replacement tablet to N.E.W. for repair. It was returned to you without being
repaired. When you informed N.E.W. the tablet was received in the same
condition that you sent it, a customer service representative agreed to submit
a third service request and stated he would forward a return shipping label to
you. You never received the expected shipping label and upon logging into our
website you discovered there was no open service request.
The desired resolution listed in
your complaint is for the terms of the extended service plan to be honored.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed a claim was initiated October 19, 2014 for your tablet. The service
center assigned to your repair received the tablet October 28, 2014. Parts were
required and the tablet was marked as repaired November 11, 2014 with a note
that the main board and digitizer were replaced. On December 1, 2014 you
notified N.E.W. there was still an
issue with the tablet. A second service request was approved with a refurbished
tablet selected as the method of claim completion. Our service center received
your tablet December 15, 2014 with a replacement issued December 18, 2014. On
December 22, you contacted N.E.W. to
inform us the replacement tablet you received was not functioning properly. A
service recall request was noted for your claim, however no follow up action
occurred.
I contacted you and apologized
for a less than satisfactory experience. I offered to move forward with the
most recent service request advising I could follow through with the repair
until it was completed to your satisfaction. I also stated that due to the
service delay that had occurred, I could also provide a reimbursement of the
purchase price you paid for the tablet. You informed me you already purchased a
replacement tablet and requested the reimbursement. The reimbursement request
has been submitted. I will provide you
with any follow up information as I receive it.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
I am rejecting this because -
I do appreciate you calling me back but please don’t forget I tried calling several times with no luck and it took me getting in contact with the Revdex.com for a resolve. Had I not done that I would have never even had your contact number according to the supervisor I spoke to he was the last in line and would not help me at all. I really appreciate your time and effort I am just really unhappy with the overall time it took to get the item repaired and the overall customer service
February
24, 2015
[redacted]
[redacted]
Newark,
NJ [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
Asurion
and its member company N.E.W. Customer Service Companies, LLC (N.E.W.),
is a third-party administrator of extended service plans, buyer protection
services and product support programs that serves more top consumer electronics
retailers than any other provider. N.E.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:
Contract
failure [redacted] purchased via [redacted] on 7/22/13 return and received by
Asurion on 12/11/14. I have been in contact with representatives of Asurion in
Arkansas every week since the phone was returned as received in house regarding
my refund in the amount of $106.95. I have asked for a copy of the contract to
date I have not received neither one of the two. I been told over and over week
after week the refund is in the mail. Spoke with Elizabeth op# [redacted] today she
promises the same. No refund takes 3 months to process. Please advise, thanks
for your time in this matter. I await your reply.
You
listed the following as your desired resolution:
Refund
of $106.95 and a copy of the contract.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim payment made to you on February 2,
2015 in the amount of $106.95. Check number [redacted] was mailed on February 3,
2015 to [redacted], Newark, NJ [redacted] under [redacted] tracking #
[redacted]. A large print version of the terms and conditions was also
requested for you on February 2, 2015.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
v
[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]
December 9, 2014
[redacted]
[redacted]
Irvington, NJ [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 submitted a claim with N.E.W. for a defective baby stroller on February 16, 2014 that was purchased at [redacted] **. You were advised you would receive a prepaid return shipping label so that you could have the stroller sent to one of our service centers. After approximately six weeks passed without receiving a return shipping label you contacted N.E.W. on April 5, 2014 to follow up. The representative you spoke with stated rather than having the stroller sent to a service center, you should dispose of it and purchase a new one. He informed you upon purchasing a new stroller, you should then forward the receipt to N.E.W. and a reimbursement of the full purchase price would be provided to you. You asked if the receipt needed to be submitted within a certain time frame. The representative stated it did not as you had already initiated the claim. You repeatedly checked with [redacted] ** for the same model of stroller, however it was never available in their inventory, so you never purchased a replacement. You contacted N.E.W. on November 15, 2014 to inquire if there may be a different alternative available. On this call you were informed the claim had been closed and no further action would be taken.
The desired resolution listed in your complaint is for N.E.W. to honor the claim.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you did contact N.E.W. to submit a claim on February 16, 2014. The claim was approved. A prepaid return shipping label was sent to your e-mail address on file at the time. A reimbursement in the form of a check payable to you was to be the method of fulfillment upon N.E.W.’s receipt of the stroller. Our research also confirms your statement that you contacted N.E.W. again April 5, 2014. The notes from that call reflect the fulfillment process was changed and that N.E.W. no longer expected the claimed stroller to be returned. The claim was canceled October 5, 2014 exceeding 180 days with no activity. You were informed on your call to N.E.W. November 15, 2004 the claim was unable to be reopened as your Plan had since expired.
I spoke with you December 3, 2014 and apologized for a less than satisfactory experience. I stated that I believed you were advised to provide a receipt copy after purchasing another stroller, and that you were informed there would be no time constraints to submit a receipt. As such I agreed to submit a request to provide a reimbursement of the purchase price you paid for the stroller in the amount of $234.31. You indicated this would be a satisfactory resolution to your complaint.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
November 10, 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.
On September 17, 2013 you purchased a tablet from [redacted].com with a 2 year replacement plan. On October 16, 2014 you submitted a claim for the tablet after it stopped working properly. The same day you received an e-mail stating your claim was approved and you would receive an e-gift card for the purchase price amount paid for the tablet. As of October 29, 2014 and three phone calls to Asurion you still had not received the reimbursement.
The desired resolution listed in your complaint is to have a check for the reimbursement amount sent to you overnight.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you should have been advised the reimbursement would not be issued until Asurion received the tablet and confirmed it was the registered item. This is simply to protect N.E.W. from providing a reimbursement for an item and then receiving the wrong product, or an empty box as has happened in the past.
Your tablet was received by N.E.W. October 27, 2014 and checked in October 28, 2014. A reimbursement via e-gift card was generated October 29, 2014. You contacted N.E.W. on October 29, 2014 to inform us you were still awaiting the reimbursement. This conversation took place after the e-gift card was generated, but before it was to be sent to you. The representative you spoke with should have informed you the e-mail would have been sent to you later the same day, however a request to resubmit the reimbursement via a check payable to [redacted] was submitted instead. The check was issued November 3, 2014 for the full purchase price including sales tax and sent to the mailing address at the top of this letter.
We at N.E.W. value your business and regret that your experience was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### or by e-mail at [redacted]@asurion.com.
Kindest Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: It is not intentional and was accidental-so issue a new device!
Regards,
[redacted]
April 20, 2015
[redacted]
Eldersburg, MD 21784
Case # [redacted]
Mr. [redacted],
On behalf of Asurion Service Plans, Inc. (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 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. 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 submitted a claim
with Asurion for a [redacted] 40” LED television that had a horizontal line across
the screen. Asurion provided a return shipping label and a box so that you
could forward the television to a service repair center. You followed the
packing instructions that were included and had the television sent to our
service center via [redacted]. Approximately four days later you received a phone call
notification that the television had been received with a cracked screen. You
were informed this was not a covered peril and that the television would be
returned to you unrepaired. You denied the television was sent with a cracked
screen. Upon its return you confirmed
the screen was now visibly broken. This damage was unrelated to the horizontal
line that you submitted the claim for. You submitted a damaged item claim with
[redacted]. This was denied due to improper packaging even though you followed the
instructions and utilized all packing material Asurion provided you.
The desired resolution listed in
your complaint is to receive a replacement television of equal size and
capabilities.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
a claim was initiated March 16, 2015 for your television. An attempt to troubleshoot the issue was
unsuccessful. The television was received at the assigned service center on
March 25, 2015. The service center added
notes and a photograph confirming the television was received with a large
crack which appears to be impact damage. The service center returned the
television to you unrepaired. You
advised our customer service representative the damage to the screen was not
present when you packaged the television and sent it to the service
center. You were advised to submit a
damage claim with the shipper [redacted] which you did. [redacted] provided information that
the damage was due to improper packaging and denied the claim.
We spoke together Friday April
17, 2015. I do believe the physical damage occurred while the television was in
route to our service center. I stated I
had no reason to believe you did not follow the packaging instructions or
utilize all of the packing material provided to you. In an effort to provide a better customer
experience, I offered to provide you a reimbursement of the purchase price paid
for the television including sales tax so that you could purchase a replacement
of your choosing. You stated this would be an acceptable resolution. The reimbursement has been approved. You
should expect the arrival of the reimbursement check within 5-7 business days
from the date of this letter.
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 [redacted].
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone [redacted] | [redacted] | www.asurion.com
[redacted] | [redacted] |
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]
[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 very satisfactory to me. Asurion took care of the issue. Thank you for your help.
Regards,
[redacted]
December 29, 2017
[redacted]
Dear Ms. [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...
(“Revdex.com”), on December 12, 2017, under the above referenced case identification number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Services, LLC (“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:
“On Nov 16, 2017, I contacted the company about a TV that was bad. The picture has turned gray and now is unwatchable. I was told to wait for an email then email them back the purchase receipt. I did that On Nov 22 2017 I received an email back from them stating they were reviewing my claim and things were moving forward. That was the last I heard from them. I called them to see what was the hold up and they really had no answers for me my mother called in and they told her they would either send a repair man or a box that it could sent the TV back to them so they could repair it or sent me a e-gift card if it was repairable they never did either. They gave me a claim number in the first email so I could check the statues of the claim that never worked. I emailed them got no answer I left messages on their phone they never called back. Today I emailed them again and told them I was turning them in to your company. Well I finally got a reply. They are wanting the receipt again. They gave me a new number that just happens to work this time. My mother called into today and they told her that the claim never went anywhere because I cancelled the claim. That is a LIE I never did that. So now they are saying they will sent me a box to send them the broken TV. I’m sorry but I refuse to do that. I have waited just a few days sky of a month. I have a son with no TV and I am done waiting.”
The following is the desired resolution listed in your complaint:
“I want a gift card for the full amount of my purchase 228.00 plus tax.”
Following receipt of your complaint, a review of your service interaction history for the 3-year Product Care Plan (“Plan”) you purchased for your LG LCD Television (“Unit”), on December 5, 2014, was completed. My research revealed the following claim-related actions associated with your account:
• On November 16, 2017, you contacted Asurion and initiated a claim because the screen on your Unit was not working properly. At this time, because your receipt was not uploaded during your product registration, you were instructed to send Asurion an itemized proof of purchase for the Unit.
• On November 22nd, Asurion received the itemized proof of purchase for the Unit and the claim was approved.
• On December 5, 2017, an Asurion representative reviewed your claim and cancelled the claim because the Unit was registered incorrectly.
• December 8th, you contacted Asurion and expressed your frustration that the claim was cancelled without your authorization. The representative reviewed your claim and informed you that the claim was forwarded to an Asurion Program Specialist for review.
• On December 12th, you again contacted Asurion and mentioned filing a formal complaint because the claim was cancelled. The representative transferred the call to a Program Specialist and initiated a new claim. During the conversation, you mentioned that you were frustrated that the repair to the Unit was not completed and requested reimbursement for the purchase price of the Unit plus tax. The representative explained that your Unit did not qualify for reimbursement at that time and that you needed to proceed with the service claim and send your Unit to the Service Center for diagnosis and repair, if necessary.
• On December 13th, a box kit, containing a prepaid label and shipping instructions, was forwarded to you for mailing your Unit in to the Service Center for diagnosis and repair.
• On December 15th, the box kit was delivered to you at your address on file.
Following receipt of your complaint, Asurion Resolution Specialist, [redacted] contacted you multiple times to address your concerns. She left a voice message with her direct number and emailed you, requesting that you to call her back to receive further assistance with your claim. To date, Asurion has not received any additional communication from you nor have you utilized the box kit provided to you for shipping your Unit in for repair.
At this time, the resolution sought by, and listed in, your complaint is denied and we would ask that, if your Unit still requires service, you take advantage of the benefits provided under your Plan. If you wish to do so, please contact [redacted] or myself for assistance. For your convenience, I’ve included my contact information below. I am available Monday through Friday between the hours of 9:00am to 4:00pm CST.
Regards,
[redacted]
[redacted]
Amarillo,
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 Asurion did not meet your expectations.
N.E.W.
Customer Service Companies, LLC [redacted] its member companies (N.E.W.), is a third party provider of
extended service plans, buyer protection services [redacted] product support programs
that serves more top consumer electronics retailers than any other
provider. Asurion offers retailers [redacted] manufacturers innovative,
customizable solutions for the delivery of customer service [redacted] 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 an Xbox
video game system from [redacted] with an extended warranty. When you had a problem with the console you
submitted it for repair. It was returned to you unrepaired, so you sent it back
for a second time. The second repair
attempt was also unsuccessful. You returned it to Asurion for a third time only
to receive a phone call a month later advising the unit would not be repaired. The first explanation was that the [redacted] was
not covered. You were later advised the
product was damaged [redacted] that was the reason for denial. No one was able to provide an explanation of
why it took so long to provide you with information that the unit was damaged
or why it was previously returned unrepaired.
The desired resolution listed in
your complaint is to have your product repaired.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you initiated a claim with N.E.W.
February 18, 2015 for your [redacted] because it was not reading discs or
responding. It was received at our
service center February 27, 2015 [redacted] marked as repaired on March 4, 2015. You notified N.E.W. on March 13, 2015 the unit was freezing. It was received a second time March 23rd
[redacted] marked as repaired the following day [redacted] returned to you. N.E.W.
received notice from you April 5, 2015 that the unit still had issues playing
discs [redacted] freezing up. It was received a third time April 14, 2015 [redacted] repaired
April 20th with a note that it passed all tests before being
returned to you. On May 5, 2015 you
informed N.E.W. the [redacted] was still
not working. A reimbursement of the
purchase price paid for the product was initiated under our “no lemon” policy
which states if a product is repaired three times for the same issue [redacted]
requires a fourth repair we will provide a refund of the purchase price. Upon receiving the item a fourth time, there
was impact damage to the unit. Photos
provided by the service center confirmed the damage. Because of the damage that was not there
during the first three repair attempts, the reimbursement of the purchase price
was denied. You disputed there was damage to the unit when you sent it to N.E.W. the final time. A resolution
specialist spoke with you [redacted] agreed to provide a reimbursement of the purchase
price for customer satisfaction. A check in the amount of $541.25 was issued
June 15, 2015. If you have not received
the check upon the receipt of this letter please contact me directly at the
phone number below or by e-mail at [redacted]@asurion.com.
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], and find that this resolution is satisfactory to me. Asurion did contact me and I did agree and appreciate their response. I was waiting until I received the money from them in the mail.
Regards,
[redacted]
January 19, 2015
[redacted]
Snellville, GA [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.
You purchased a laptop computer from [redacted] in August 2012 with
an extended warranty administered by N.E.W. You submitted the laptop to N.E.W.
for repair in June 2014. When it was returned to you the battery was missing
and the charging port only loosely attached to the keyboard. You contacted
N.E.W. about both issues. You were provided with a replacement battery, but you
elected not to resubmit the laptop to N.E.W. for the charging port issue. You
were not interested in sending it for another service repair as you use it on a
daily basis. Less than four months later the charger port no longer connected
to the laptop rendering it unusable. You were advised at the point of sale that
the extended warranty provided by N.E.W. would begin upon the expiration of the
manufacturer’s warranty. Your understanding was there was cover[redacted] through
August 2015 and you have documentation to support that.
The desired resolution listed in
your complaint is for the laptop to be covered through August 2015.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed an error did occur upon the registration of your warranty. N.E.W. entered an expiration date of
August 2015 for the manufacturer’s warranty. This was updated to reflect the
correct expiration date only after you contacted N.E.W. to request service.
While the error pertained to the manufacturer’s warranty, not the extended
warranty provided by N.E.W., it was
our mistake that lead to the confusion. I also believe you were advised at the
time of purchase that the extended warranty would not begin until the
expiration of the manufacturer’s warranty resulting in your understanding there
was cover[redacted] until August 2015.
I spoke with you and discussed
your concerns. You stated you have already purchased a replacement laptop
computer. In the interest of customer satisfaction and as a goodwill gesture I
agreed to provide a reimbursement of the purchase price you paid for the
laptop. You indicated this would be a satisfactory resolution. I will provide
you with updates on the status of the reimbursement as I receive them.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | kp[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
Asurion
February 9, 2015
[redacted]
Cincinnati, Ohio [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.
You submitted a claim for a [redacted] tablet and were advised a prepaid
return shipping label would be provided to you so that you could forward the
tablet to our service center. After two failed attempts to receive a return
shipping label, you were advised we would issue a reimbursement of the purchase
price via gift card without attempting to have the [redacted] tablet returned to
our service center. You did not receive the gift card as expected. You followed
up on January 6, 2015. As of January 23rd you still had not received
the reimbursement.
The desired resolution listed in
your complaint is to receive a new [redacted] and a refund of your money.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a claim for your tablet was initiated October 15, 2014. Three attempts
to have a prepaid return shipping label sent to you were unsuccessful. A total
of three reimbursement requests were submitted and approved. The most recent was
invoiced on January 9, 2015. After receiving your complaint I attempted to
reach you on two occasions to ask if the reimbursement was received. I was not
able to speak with you but left voicemail messages each time requesting that
you call me back if the reimbursement still had not been received. I received a
voicemail message from you February 9, 2015. You stated you have not received the
reimbursement. I submitted a reissue request to have a reimbursement gift card
sent to the address at the top of this letter. I apologize for the
inconvenience you have endured. I will follow up to be certain you do receive the reimbursement.
We appreciate your business and
certainly regret your experience has been less than satisfactory. I hope this
response provides you with the necessary information to close out this complaint
filed against N.E.W. If we can be of further assistance to you regarding
this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I feel that you will and can go above and beyond - I disagree with your policy and your customer service - by now a new device of = or lesser value could have been issued - but no instead I get unhelpful poor customers service with textbook answers and annoying unpopular policy which is in no way customer friendly.
Regards,
[redacted]
November 6, 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.
After waiting two weeks for a return shipping box and submitting my laptop for repair, Asurion has been unable to provide an expected date of return after having it four weeks.
The desired resolution listed in your complaint is to receive a replacement laptop if yours is unable to be repaired.
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. for your laptop computer Friday September 5, 2014. Two attempts to send you a return shipping label and box were unsuccessful, but the service center assigned to repair your laptop did receive it September 24, 2014. The service center determined they needed to order a LCD to complete the repair of your laptop. You contacted N.E.W. October 18, 2014 to request a status update. The most recent information available to our customer service representatives indicated the service center was still awaiting the LCD with no estimated date of arrival for the part. You shared your repair experience with N.E.W. on Social Media.
A N.E.W. corporate resolution specialist contacted you to discuss your concerns. She offered to provide a refund of the purchase price paid for the laptop due to the extended length of time that had passed without an expected date of completion. You agreed to this and the refund was approved. Our records indicate the refund was received and has been reconciled.
N.E.W. appreciates your business and we regret your experience was less than satisfactory. We are following up with the service center assigned to your repair in an effort to prevent the lack of follow up that occurred with your claim from happening again. 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
June
24, 2015
[redacted]
[redacted]
Chicago,
IL [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:
“Repair and Refund for 32" TV On
May 3rd I called in because my TV wasn't coming on I was told that I would need
to send the TV back, a box from UPS was sent I packaged up and sent back within
2 days I had a TV, thought that was kind of fast but OK. I begin to notice this
long line in the TV; I was like what is that. A few weeks went by and this line
is a crack in the screen. May 24th I call and the rep said ok I will put
through a request for a debit e-mail for the TV should receive in 3-4 days, I
call back to check cause this crack is growing bigger, rep said was sent on the
27th I should receive by Friday the 29t. I call June 1 and speak with a Supervisor
she says it was approved and should be there 3-4 days, that same day I get a
call from Julia in the claims dept. that I need to send a copy of the receipt
and a picture of the TV, I ask the question why wasn't I told this in the first
place, she don't know but that's the process. I don't understand why I have to
jump through hoops, the crack in the TV is on them I sent it in to be repaired
I don't think the TV they sent back was mines. Professionalism is very bad
here. I have never been through something like this.”
The
desired resolution listed in your complaint
“All I want is my refund to replace my
TV, that's why I got the extended service.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed your television being sent back to you on May
13th after it was repaired. Additional notes on May 25th
reflect a product care plan representative advising you a one-time courtesy was
being given in reimbursing you for the price you paid for your television due
to it being cracked when you received it back after it was repaired. The notes
reflect the time frame for you to receive the reimbursement would be 1 to 4
business days. You called on May 28th and June 1st after
not receiving the reimbursement. On June 10th a representative named
Stephanie spoke with you and you verified receiving the reimbursement you were
promised.
We
spoke on June 23rd and discussed your concerns. You communicated to
me that the entire claims process was lengthy and information that should have
been was not provided initially when you filed your claim. The original receipt
for your television was required and you were not advised of this until a week
after you initiated your claim.
I
apologized for and inconvenience and assured you that this is not
characteristic of the quality or reliability of our services. Any feedback from
our subscribers assists us in coaching our representatives for improved
customer service in the future
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
October 28, 2014
[redacted]
[redacted]
[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.
Your [redacted] needed to be sent to N.E.W. for repair twice as the first repair did not resolve the problem. You changed addresses and made certain N.E.W. had your new address before the second repair took place. Upon the second repair completion, you received a [redacted] tracking number for the return shipment which indicated your product was being sent to your old address.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the [redacted] in the form of a gift card or store credit.
A review of your service history for the plan you purchased has been completed. The research revealed your personal information p[redacted] in our system was updated to reflect your new address. The service center that performed the repair to your [redacted] was not provided with the new address information. That is why the [redacted] was sent to your old address. Upon receiving your complaint, the service center was notified of the error. They contacted [redacted] in an attempt to have the address changed. My understanding and the information I shared with you was [redacted] would return the product to the service center, who would then contact you to confirm your current address and resend it to you. After our conversation an N.E.W. resolution specialist contacted you and offered to provide a reimbursement of the purchase price paid for the [redacted] as a goodwill gesture and to expedite the resolution. You agreed and confirmed this in our conversation October 22, 2014.
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
June 11, 2015
[redacted]
[redacted]
Charleston, SC [redacted]
Complaint ID#[redacted]
Dear [redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com...
of
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
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:
“They haven't been sent a refund check for a broken
tablet I sent to them 2 months ago and only people of Arab decent I need to
receive refund check that according to them was sent 2 months ago,”
The
following is the desired resolution listed in your complaint:
“Refund check of 160.00.”
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed your original claim payment of $159.91 was
issued on May 5, 2015 and mailed to the address listed in this complaint.
Calls
to N.E.W. are noted in your service
request between May 19th and May 25th regarding your
claim check never arriving in the mail. A stop payment was initiated on May 25th
and a second check was issued on June 1st and sent to the address
listed in this complaint under [redacted] tracking # [redacted] for overnight
delivery. The [redacted] website reflects the package being delivered on June 2nd.
Please
accept my apology for any inconvenience the delay in your claim payment being
received may have caused. We regret that your claims experience has been less
than satisfactory and value you as our customer.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
January 13, 2015
[redacted]
[redacted]
Trenton, IL [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 an Asus tablet with a 2 year extended service plan
administered by N.E.W. On October 19,
2014 you submitted a claim for the tablet which was damaged with a cracked
screen. The claim was fulfilled with a replacement tablet being provided to
you. The replacement tablet did not work
properly. As such another service request was opened, and you submitted the
replacement tablet to N.E.W. for repair. It was returned to you without being
repaired. When you informed N.E.W. the tablet was received in the same
condition that you sent it, a customer service representative agreed to submit
a third service request and stated he would forward a return shipping label to
you. You never received the expected shipping label and upon logging into our
website you discovered there was no open service request.
The desired resolution listed in
your complaint is for the terms of the extended service plan to be honored.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed a claim was initiated October 19, 2014 for your tablet. The service
center assigned to your repair received the tablet October 28, 2014. Parts were
required and the tablet was marked as repaired November 11, 2014 with a note
that the main board and digitizer were replaced. On December 1, 2014 you
notified N.E.W. there was still an
issue with the tablet. A second service request was approved with a refurbished
tablet selected as the method of claim completion. Our service center received
your tablet December 15, 2014 with a replacement issued December 18, 2014. On
December 22, you contacted N.E.W. to
inform us the replacement tablet you received was not functioning properly. A
service recall request was noted for your claim, however no follow up action
occurred.
I contacted you and apologized
for a less than satisfactory experience. I offered to move forward with the
most recent service request advising I could follow through with the repair
until it was completed to your satisfaction. I also stated that due to the
service delay that had occurred, I could also provide a reimbursement of the
purchase price you paid for the tablet. You informed me you already purchased a
replacement tablet and requested the reimbursement. The reimbursement request
has been submitted. I will provide you
with any follow up information as I receive it.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
I am rejecting this because -
I do appreciate you calling me back but please don’t forget I tried calling several times with no luck and it took me getting in contact with the Revdex.com for a resolve. Had I not done that I would have never even had your contact number according to the supervisor I spoke to he was the last in line and would not help me at all. I really appreciate your time and effort I am just really unhappy with the overall time it took to get the item repaired and the overall customer service
February
24, 2015
[redacted]
[redacted]
Newark,
NJ [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
Asurion
and its member company N.E.W. Customer Service Companies, LLC (N.E.W.),
is a third-party administrator of extended service plans, buyer protection
services and product support programs that serves more top consumer electronics
retailers than any other provider. N.E.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:
Contract
failure [redacted] purchased via [redacted] on 7/22/13 return and received by
Asurion on 12/11/14. I have been in contact with representatives of Asurion in
Arkansas every week since the phone was returned as received in house regarding
my refund in the amount of $106.95. I have asked for a copy of the contract to
date I have not received neither one of the two. I been told over and over week
after week the refund is in the mail. Spoke with Elizabeth op# [redacted] today she
promises the same. No refund takes 3 months to process. Please advise, thanks
for your time in this matter. I await your reply.
You
listed the following as your desired resolution:
Refund
of $106.95 and a copy of the contract.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim payment made to you on February 2,
2015 in the amount of $106.95. Check number [redacted] was mailed on February 3,
2015 to [redacted], Newark, NJ [redacted] under [redacted] tracking #
[redacted]. A large print version of the terms and conditions was also
requested for you on February 2, 2015.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
v
[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]
December 9, 2014
[redacted]
[redacted]
Irvington, NJ [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 submitted a claim with N.E.W. for a defective baby stroller on February 16, 2014 that was purchased at [redacted] **. You were advised you would receive a prepaid return shipping label so that you could have the stroller sent to one of our service centers. After approximately six weeks passed without receiving a return shipping label you contacted N.E.W. on April 5, 2014 to follow up. The representative you spoke with stated rather than having the stroller sent to a service center, you should dispose of it and purchase a new one. He informed you upon purchasing a new stroller, you should then forward the receipt to N.E.W. and a reimbursement of the full purchase price would be provided to you. You asked if the receipt needed to be submitted within a certain time frame. The representative stated it did not as you had already initiated the claim. You repeatedly checked with [redacted] ** for the same model of stroller, however it was never available in their inventory, so you never purchased a replacement. You contacted N.E.W. on November 15, 2014 to inquire if there may be a different alternative available. On this call you were informed the claim had been closed and no further action would be taken.
The desired resolution listed in your complaint is for N.E.W. to honor the claim.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you did contact N.E.W. to submit a claim on February 16, 2014. The claim was approved. A prepaid return shipping label was sent to your e-mail address on file at the time. A reimbursement in the form of a check payable to you was to be the method of fulfillment upon N.E.W.’s receipt of the stroller. Our research also confirms your statement that you contacted N.E.W. again April 5, 2014. The notes from that call reflect the fulfillment process was changed and that N.E.W. no longer expected the claimed stroller to be returned. The claim was canceled October 5, 2014 exceeding 180 days with no activity. You were informed on your call to N.E.W. November 15, 2004 the claim was unable to be reopened as your Plan had since expired.
I spoke with you December 3, 2014 and apologized for a less than satisfactory experience. I stated that I believed you were advised to provide a receipt copy after purchasing another stroller, and that you were informed there would be no time constraints to submit a receipt. As such I agreed to submit a request to provide a reimbursement of the purchase price you paid for the stroller in the amount of $234.31. You indicated this would be a satisfactory resolution to your complaint.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
November 10, 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.
On September 17, 2013 you purchased a tablet from [redacted].com with a 2 year replacement plan. On October 16, 2014 you submitted a claim for the tablet after it stopped working properly. The same day you received an e-mail stating your claim was approved and you would receive an e-gift card for the purchase price amount paid for the tablet. As of October 29, 2014 and three phone calls to Asurion you still had not received the reimbursement.
The desired resolution listed in your complaint is to have a check for the reimbursement amount sent to you overnight.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you should have been advised the reimbursement would not be issued until Asurion received the tablet and confirmed it was the registered item. This is simply to protect N.E.W. from providing a reimbursement for an item and then receiving the wrong product, or an empty box as has happened in the past.
Your tablet was received by N.E.W. October 27, 2014 and checked in October 28, 2014. A reimbursement via e-gift card was generated October 29, 2014. You contacted N.E.W. on October 29, 2014 to inform us you were still awaiting the reimbursement. This conversation took place after the e-gift card was generated, but before it was to be sent to you. The representative you spoke with should have informed you the e-mail would have been sent to you later the same day, however a request to resubmit the reimbursement via a check payable to [redacted] was submitted instead. The check was issued November 3, 2014 for the full purchase price including sales tax and sent to the mailing address at the top of this letter.
We at N.E.W. value your business and regret that your experience was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### or by e-mail at [redacted]@asurion.com.
Kindest Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: It is not intentional and was accidental-so issue a new device!
Regards,
[redacted]
April 20, 2015
[redacted]
Eldersburg, MD 21784
Case # [redacted]
Mr. [redacted],
On behalf of Asurion Service Plans, Inc. (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 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. 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 submitted a claim
with Asurion for a [redacted] 40” LED television that had a horizontal line across
the screen. Asurion provided a return shipping label and a box so that you
could forward the television to a service repair center. You followed the
packing instructions that were included and had the television sent to our
service center via [redacted]. Approximately four days later you received a phone call
notification that the television had been received with a cracked screen. You
were informed this was not a covered peril and that the television would be
returned to you unrepaired. You denied the television was sent with a cracked
screen. Upon its return you confirmed
the screen was now visibly broken. This damage was unrelated to the horizontal
line that you submitted the claim for. You submitted a damaged item claim with
[redacted]. This was denied due to improper packaging even though you followed the
instructions and utilized all packing material Asurion provided you.
The desired resolution listed in
your complaint is to receive a replacement television of equal size and
capabilities.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
a claim was initiated March 16, 2015 for your television. An attempt to troubleshoot the issue was
unsuccessful. The television was received at the assigned service center on
March 25, 2015. The service center added
notes and a photograph confirming the television was received with a large
crack which appears to be impact damage. The service center returned the
television to you unrepaired. You
advised our customer service representative the damage to the screen was not
present when you packaged the television and sent it to the service
center. You were advised to submit a
damage claim with the shipper [redacted] which you did. [redacted] provided information that
the damage was due to improper packaging and denied the claim.
We spoke together Friday April
17, 2015. I do believe the physical damage occurred while the television was in
route to our service center. I stated I
had no reason to believe you did not follow the packaging instructions or
utilize all of the packing material provided to you. In an effort to provide a better customer
experience, I offered to provide you a reimbursement of the purchase price paid
for the television including sales tax so that you could purchase a replacement
of your choosing. You stated this would be an acceptable resolution. The reimbursement has been approved. You
should expect the arrival of the reimbursement check within 5-7 business days
from the date of this letter.
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 [redacted].
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone [redacted] | [redacted] | www.asurion.com
[redacted] | [redacted] |
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]
[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 very satisfactory to me. Asurion took care of the issue. Thank you for your help.
Regards,
[redacted]
December 29, 2017
[redacted]
Dear Ms. [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...
(“Revdex.com”), on December 12, 2017, under the above referenced case identification number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Services, LLC (“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:
“On Nov 16, 2017, I contacted the company about a TV that was bad. The picture has turned gray and now is unwatchable. I was told to wait for an email then email them back the purchase receipt. I did that On Nov 22 2017 I received an email back from them stating they were reviewing my claim and things were moving forward. That was the last I heard from them. I called them to see what was the hold up and they really had no answers for me my mother called in and they told her they would either send a repair man or a box that it could sent the TV back to them so they could repair it or sent me a e-gift card if it was repairable they never did either. They gave me a claim number in the first email so I could check the statues of the claim that never worked. I emailed them got no answer I left messages on their phone they never called back. Today I emailed them again and told them I was turning them in to your company. Well I finally got a reply. They are wanting the receipt again. They gave me a new number that just happens to work this time. My mother called into today and they told her that the claim never went anywhere because I cancelled the claim. That is a LIE I never did that. So now they are saying they will sent me a box to send them the broken TV. I’m sorry but I refuse to do that. I have waited just a few days sky of a month. I have a son with no TV and I am done waiting.”
The following is the desired resolution listed in your complaint:
“I want a gift card for the full amount of my purchase 228.00 plus tax.”
Following receipt of your complaint, a review of your service interaction history for the 3-year Product Care Plan (“Plan”) you purchased for your LG LCD Television (“Unit”), on December 5, 2014, was completed. My research revealed the following claim-related actions associated with your account:
• On November 16, 2017, you contacted Asurion and initiated a claim because the screen on your Unit was not working properly. At this time, because your receipt was not uploaded during your product registration, you were instructed to send Asurion an itemized proof of purchase for the Unit.
• On November 22nd, Asurion received the itemized proof of purchase for the Unit and the claim was approved.
• On December 5, 2017, an Asurion representative reviewed your claim and cancelled the claim because the Unit was registered incorrectly.
• December 8th, you contacted Asurion and expressed your frustration that the claim was cancelled without your authorization. The representative reviewed your claim and informed you that the claim was forwarded to an Asurion Program Specialist for review.
• On December 12th, you again contacted Asurion and mentioned filing a formal complaint because the claim was cancelled. The representative transferred the call to a Program Specialist and initiated a new claim. During the conversation, you mentioned that you were frustrated that the repair to the Unit was not completed and requested reimbursement for the purchase price of the Unit plus tax. The representative explained that your Unit did not qualify for reimbursement at that time and that you needed to proceed with the service claim and send your Unit to the Service Center for diagnosis and repair, if necessary.
• On December 13th, a box kit, containing a prepaid label and shipping instructions, was forwarded to you for mailing your Unit in to the Service Center for diagnosis and repair.
• On December 15th, the box kit was delivered to you at your address on file.
Following receipt of your complaint, Asurion Resolution Specialist, [redacted] contacted you multiple times to address your concerns. She left a voice message with her direct number and emailed you, requesting that you to call her back to receive further assistance with your claim. To date, Asurion has not received any additional communication from you nor have you utilized the box kit provided to you for shipping your Unit in for repair.
At this time, the resolution sought by, and listed in, your complaint is denied and we would ask that, if your Unit still requires service, you take advantage of the benefits provided under your Plan. If you wish to do so, please contact [redacted] or myself for assistance. For your convenience, I’ve included my contact information below. I am available Monday through Friday between the hours of 9:00am to 4:00pm CST.
Regards,
[redacted]
June 23,
2015
[redacted]
Amarillo,
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 Asurion did not meet your expectations.
N.E.W.
Customer Service Companies, LLC [redacted] its member companies (N.E.W.), is a third party provider of
extended service plans, buyer protection services [redacted] product support programs
that serves more top consumer electronics retailers than any other
provider. Asurion offers retailers [redacted] manufacturers innovative,
customizable solutions for the delivery of customer service [redacted] 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 an Xbox
video game system from [redacted] with an extended warranty. When you had a problem with the console you
submitted it for repair. It was returned to you unrepaired, so you sent it back
for a second time. The second repair
attempt was also unsuccessful. You returned it to Asurion for a third time only
to receive a phone call a month later advising the unit would not be repaired. The first explanation was that the [redacted] was
not covered. You were later advised the
product was damaged [redacted] that was the reason for denial. No one was able to provide an explanation of
why it took so long to provide you with information that the unit was damaged
or why it was previously returned unrepaired.
The desired resolution listed in
your complaint is to have your product repaired.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you initiated a claim with N.E.W.
February 18, 2015 for your [redacted] because it was not reading discs or
responding. It was received at our
service center February 27, 2015 [redacted] marked as repaired on March 4, 2015. You notified N.E.W. on March 13, 2015 the unit was freezing. It was received a second time March 23rd
[redacted] marked as repaired the following day [redacted] returned to you. N.E.W.
received notice from you April 5, 2015 that the unit still had issues playing
discs [redacted] freezing up. It was received a third time April 14, 2015 [redacted] repaired
April 20th with a note that it passed all tests before being
returned to you. On May 5, 2015 you
informed N.E.W. the [redacted] was still
not working. A reimbursement of the
purchase price paid for the product was initiated under our “no lemon” policy
which states if a product is repaired three times for the same issue [redacted]
requires a fourth repair we will provide a refund of the purchase price. Upon receiving the item a fourth time, there
was impact damage to the unit. Photos
provided by the service center confirmed the damage. Because of the damage that was not there
during the first three repair attempts, the reimbursement of the purchase price
was denied. You disputed there was damage to the unit when you sent it to N.E.W. the final time. A resolution
specialist spoke with you [redacted] agreed to provide a reimbursement of the purchase
price for customer satisfaction. A check in the amount of $541.25 was issued
June 15, 2015. If you have not received
the check upon the receipt of this letter please contact me directly at the
phone number below or by e-mail at [redacted]@asurion.com.
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