April 24, 2015
[redacted]
[redacted]
[redacted]
[redacted] [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.
According to your complaint filed with the Revdex.com on
November 21, 2014 you purchased a [redacted] mobile device from [redacted].[redacted] with a
two year extended protection plan. In
late January 2015 the device sustained liquid damage. You contacted N.E.W. to
submit a claim, and were provided with a prepaid return shipping envelope. You
were unaware the mobile device would first need to be sent to N.E.W.’s depot
before a reimbursement of the purchase price would be issued. After the return
label expired you printed a second label from our website. You returned the
mobile device, but when you followed up with N.E.W. you were informed it was
not received. You were advised to forward proof of purchase which you did.
The desired resolution listed in
your complaint is to receive a refund of the purchase price paid for the mobile
device.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed N.E.W. has two separate
registrations for mobile devices you purchased. One registration is for a
mobile device purchased at [redacted].com.
The second registration is for a mobile device that was purchased at a
brick and mortar [redacted] store location.
The confusion surrounding your claim was due to information being added
to the incorrect registration. Notes
regarding the return shipping label were added to the product registered as
having been purchased at a [redacted] store when the notes should have been added
to the registration for the product purchased at [redacted].com. If our representative had thought to check
the second registration, they would have seen a tracking number which confirmed
we received a package from you. I spoke with you Monday April 20, 2015. I
apologized for a less than satisfactory experience and explained what occurred
with your claim. A request to provide a
reimbursement of the purchase price has been approved. It is to be sent to the address at the top of
this letter via [redacted] certified mail.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] [redacted] [redacted]
[redacted]
[redacted] **
Orlando,
FL [redacted]
Case
# [redacted]
[redacted]
N.E.W. received your rebuttal
statement to the response letter we submitted addressing the concerns you
expressed in your Revdex.com complaint. Your original complaint is summarized again
below.
According to your complaint filed with the Revdex.com, in
November 2014 you purchased a 50” LED television from [redacted]. Approximately
two weeks ago you removed the television from the box it came in to hook it
up. Upon doing so you noticed the screen
was cracked and also appeared to have water damage. The damage was puzzling to you as the
television has remained in a corner of your living room since December 2014.
You contacted N.E.W. to submit a claim. Each representative you spoke with
advised you the damage to your television is not a covered peril.
In our original response to your
complaint we outlined item # 1 from the terms and conditions of the service
plan you purchased for your television. The section was labeled: What is Not Covered.
WHAT
IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS
(UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT
INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH
ALTERED OR MISSING SERIAL NUMBERS.
You were advised the service plan
you purchased at [redacted] and that is administered by our company does not
provide coverage for televisions which have sustained either accidental or
liquid damage.
Your rebuttal statement is copied
below in its entirety:
“I am rejecting this response because: I am absolutely disgusted with
the lack of Customer service I received from Asurion or N.E.W. throughout this
entire process! Every representative that I spoke to not only did not assist me
in helping to get resolve the problem but, only transferred me back and forth
to other representatives that told me that there was nothing that they could do
for me either. In lieu of the lack of customer service, I am requesting a full
reimbursement of the cost of the television (which had pre-existing damage to
it), as well as for the cost for the warranty I purchased along with the
television.”
We sincerely regret your
experience with N.E.W. did not meet
your expectations. We stand by our
original reply that your claim was denied because the problems you have
described are not covered by the service plan you purchased for your
television. As mentioned in our original reply, if you would
like to cancel the service plan because it did not meet your needs I am happy
to do so and provide a refund of the purchase price you paid for the service plan. I only need your acknowledgement that this is
your desire.
Please contact me either by phone
at [redacted] or by e-mail at [redacted]@asurion.com if you would like to cancel
the service plan and receive a refund of the purchase price paid for the service
plan.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
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. Additionally, I would like to state that though I have received reimbursement in full I cannot stress how frustrating this whole experience has been. I really do hope that Asurion investigates those involved in this matter and that they do indeed utilize this claim "as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers".
[redacted]
June 29, 2017
[redacted] North
Hudson, Wisconsin [redacted] Case ID #[redacted]
Dear [redacted],
On behalf of Asurion, please accept this letter in response to your complaint filed on June 10, 2017 with the Revdex.com of Metro Washington DC &...
Eastern Pennsylvania, under the above referenced ID number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Services, LLC (Asurion), is the 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:
“Long story short my refrigerator quit working. I filed a claim with asurion and was told the repair person would be out next day to diagnose. Next day nobody shows but I received a call to schedule an appointment after my wife took the day off work to wait for service technician. Set another appointment several days later. Took another day off work to be available for service technician. The worker came on time but was told he was not qualified to make the repairs. Asurion contacted another repair center and had to schedule another repair visit which means another day off work. Technician came out and found the problem. Several days later Asurion contacted me to schedule another repair visit with a different visit which means another day off work. Repair Company called me next day to say they can't make it and I should call asurion and schedule another repair company so I did. I was ensured that someone would be out on the scheduled day to repair the fridge. Next day I received a call from Asurion saying nobody was going to come out to repair on scheduled day and they were looking for other options. Asurion has told me the repair company canceled because one of their workers was injured and they no longer have the ability to make the drive to my house. The repair company says they cancelled because asurion is dragging their feet and takes too long to authorize repairs. Meanwhile I have wasted hours on the phone with asurion in attempt to resolve the issue but receive a different answer every time I call. I have been 3 weeks without a fridge and no end in sight. By now I have wasted enough time and missed enough work to pay for a new fridge all together.”
The desired outcome states:
“Just need an outcome. Any outcome and fast. I have 3 kids that are now on summer vacation. I can't be without a fridge any longer. I am at the mercy of the warranty company and need the fastest outcome possible whether that be replacement or repair.”
A review of the service history for the 5-year Protection Plan (“Plan”) you purchased from Home Depot on August 11, 2015 for your ** refrigerator has been completed. My research reflects that, on May 24, 2017, you contacted Asurion to file a claim because your refrigerator was not cooling properly. The representative advised you how to complete troubleshooting steps, however, it did not resolve the issue. The representative then scheduled a tentative in home service appointment for May 25th with [redacted]. The next day, Asurion contacted you and rescheduled the in home service appointment for May 31st.
On May 31st, [redacted] came to your home to service your refrigerator. The technician performed a diagnostic and determined that the sealed system was not working properly, a repair for which the technician was not qualified. Therefore, a tentative in home service appointment was scheduled with [redacted] for June 1st. That same day, an Asuiron representative contacted you and provided you with this information.
Between June 5th and June 6th, Asurion verified that your service request was not assigned to an authorized ** provider. Therefore, an in home service appointment was scheduled with [redacted] for June 17th.
On June 8th, [redacted] sent Asurion a notification stating that they did not have a technician available to service your refrigerator. Therefore, your service request was transferred back to [redacted].
On June 15th, [redacted] came to your home to service your refrigerator. The technician found several leaks in the sealed system and a faulty three-way valve. The compressor was replaced and the repairs were completed.
Upon receipt of the complaint on June 19th, an Asurion’s Resolution Specialist named George contacted you to address your concerns. You confirmed that [redacted] completed the repairs and your ** refrigerator was working properly.
Again, on behalf of Asurion, I want to apologize for any inconvenience you may have experienced as a result of this matter. Be assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback will be looked at as a process improvement. Customer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement.
Regards,
Lesley J[redacted]
Compliance Coordinator | [redacted]@asurion.com
P [redacted]| F [redacted] | www.asurion.com
January 19, 2015
[redacted]
Riverview, FL [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file 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 washer and dryer from [redacted] in February 2010. Both
items have had issues in the past. The dryer is presently not working. The
washer does currently work albeit poorly. You learned N.E.W. provided [redacted]
with a credit to be used towards a replacement dryer, but received no
information from N.E.W. about this.
The desired resolution listed in
your complaint is for the problems with the washer and dryer to be resolved.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
your dryer did qualify for a replacement under the “No Lemon” clause. An e-mail was sent to [redacted] October 1, 2014
with a request for [redacted] to contact you to arrange a replacement dryer. I am
following up with our contact at [redacted] in an effort to expedite the
replacement.
The washing machine was first
serviced on August 1, 2011 due to fabric softener liquid not draining into the
machine properly. A part was replaced and the machine tested as okay. A second
repair occurred October 10, 2012. A technician cleaned the water pump and again
the machine tested as okay. The third and final completed repair occurred January
22, 2013. This repair was performed due to a burning smell. The technician
advised the burning smell was due to an improperly installed dryer event. He
reinstalled the dryer vent. The washing machine was tested and determined to be
okay. No burning smell could be detected. The technician also indicated the
washer and dryer were located on a second floor. Because of this, a perfect
balance was difficult to achieve. A fourth service repair was requested for the
washer December 31, 2014. The technician assigned to the repair advised the
door was bent downward due to abuse and no longer closed properly. This issue
is not covered by the service plan administered by N.E.W. You contacted N.E.W.
to state there were other issues that had not been addressed. Specifically the
burning smell, a smell of mold and mildew and violent shaking of the interior
of the washer. The burning smell was addressed and determined to be the dryer
vent. It is critical to maintain a dryer vent clear from lint and in proper
condition. Mold and mildew are common issues with front loading washing
machines such as yours and do not indicate a defect. A solution of bleach and
vinegar in a spray bottle can be used to clean the rubber seal which is where
the mold and mildew build up. The technician assigned to the third repair
stated it was difficult to achieve a perfect balance due to the washing machine
being located on a second floor. The support under a washing machine located on
a second floor is not as great as the support provided on ground level. Over
time the balance can worsen resulting in a vibrating tub. This is also not a
defect covered by the service Plan. The balance can be adjusted by turning the
feet on the washer either to the left or right until it is level. This may need
to be checked regularly for a washer located on a second floor.
The washing machine does not
qualify for a replacement under the “No Lemon” clause as three repairs for the
same problem must be completed with a fourth repair needed. Each service
performed was for a different issue. Preventive maintenance checks, cleanings,
product diagnosis and customer education are not considered repairs for the
purpose of the No Lemon policy.
We regret your experience has
been less than satisfactory. We respectfully deny your request to replace the
washing machine, however we will follow up with [redacted] to be certain the
dryer is replaced. 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
October
30, 2014
[redacted]
[redacted]
[redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Better Business...
Bureau of
Arkansas, Inc., under the above referenced file number. I would like to offer
my apology that your experience with N.E.W.
did not meet your expectations.
Your
complaint was filed against [redacted] and forwarded to N.E.W. for reply.
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:
About 4 months ago, you purchased a new
cell phone at [redacted] along with extended warranty and you are being advised
the warranty does not cover what it advertises it covers. The cell phone was
dropped and no longer turns on. When you contacted the product care plan to in
initiate a claim you were advised accidental damage was not covered. They
advised you to contact the manufacturer [redacted] or the wireless provider
[redacted] but they would not assist you and cover the cell phone either.
You are very disappointed with [redacted] not responding to [redacted] post or email
regarding your concerns.
The
desired resolution listed in your complaint is to receive a brand new cell
phone or be reimbursed for the purchase price you paid for the cell phone.
A review of your service
history for the service plan you purchased has been completed. The research
revealed a claim initiated on September 17, 2014 but the notes reflect the
claim being cancelled. Unfortunately, there were no additional notes entered
regarding why the claim was cancelled.
Upon
receiving your complaint filed with the Arkansas Revdex.com on
October 21st, a Resolution Specialist named Leigh Ann called the
contact number ###-###-#### listed in your complaint. She left a voicemail
for you indicating that she would be happy to assist you with your concerns and
asked you to return her call at your convenience.
The
following day, October 22nd, Leigh Ann spoke with your fiancée and
discussed your concerns. She confirmed that your mobile device had sustained
liquid damage and initiated a claim. Leigh Ann also explained the claim process
and timeframes for claim completion to your fiancée. She waived the $49 service
fee for customer satisfaction due to the delay in a resolution being provided.
Leigh Ann will monitor your claim to completion and is available if you have
any questions. Once the claim is completed it will provide the desired
resolution listed in your complaint.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com
[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 have not been contacted regarding this issue nor have I received an email regarding the matter. If you state in your warranty that manufacturer defects are covered then this is what is expected to happen. I have attached a copy of the warranty and it does not clearly state that the electric pump is the only item covered with this product. If you do not plan to honor your warranty then you should not sell the warranty on this particular product. This is the info listed on the warranty website and was also included in the email I received when I purchased the warranty. upon reviewing the terms and conditions because of the stament of limitations and exclusions, it still does not state that the seals breaking apart is not covered. I consider the seals breaking apart to be a defect in workmanship and the materials since I only had the product since 06/06/2014. No where does it state that this is not covered and I would like my product replaced and the money for the warranty refunded to me because this is not good customer service. With this particular product you need to be upfront with the customer about what is not covered in writing. My email is [email protected] and my cell number is ###-###-#### or ###-###-####.attachment Terms and ConditionsRegards, [redacted]
"the research revealed your claim was denied due to a non-covered failure. I attempted to contact you on several occasions to discuss your concerns. I was unable to speak with you, but left voicemail messages each time requesting a call back at your convenience." Real life coverageThese breakdowns really happen. Most important-your Protection Plan anticipates these failures and streamlines your rapid return to life as you like to live it.Your plan covers failures due to*:Normal wear and tearDefects in materials and workmanshipMechanical or electrical breakdowns (even from everyday use)Internal heat, dust and humidityPower surgesAnd sometimes, even more depending on your purchase.*Limitations and exclusions apply. Please see your terms and conditions for complete program details.
[redacted] needs to have a conversation with Compliance regarding his concerns to the Revdex.com. As of today, November 21st he has not returned my call or responded to my email.
There are notes in his service request dated yesterday that someone named Jamie is contacting [redacted] Product Care (not Compliance) regarding the [redacted] tablet with model #[redacted]. Jamie (the caller) has been advised that a receipt is necessary to reimburse for the tablet. Previous notes reflect emails have been received by N.E.W. from the customer but no receipt is attached.
The original complaint [redacted] filed indicates he was previously reimbursed for one [redacted] tablet and once we receive a receipt for the second tablet and provide reimbursement the plans will have been utilized. The cost of the plans cannot be refunded.
Please let me know if you have any questions.
Regards,
Cynthia R[redacted]
Sr. Compliance Coordinator | [redacted]@asurion.com
P ###-###-#### | F ###-###-#### | www.asurion.com
January 28, 2015
[redacted]
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
You purchased a tablet from [redacted] with an extended warranty
administered by N.E.W. You submitted a claim in October 2014 for the tablet
after it quit working. The claim was approved
and you were advised a reimbursement of the purchase price paid for the tablet
would be issued October 29, 2014. As of January 20, 2015 you had not received
the reimbursement.
The desired resolution listed in
your complaint is to receive the reimbursement and an apology.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim was initiated October 29, 2014. The tablet was received at
our service center November 18, 2014 which triggered the issuance of the
reimbursement check. When you registered your tablet with N.E.W. we failed to enter your address correctly. This caused a
delay to occur when the check request was submitted. A second error occurred
when a request to reissue the check was submitted without an explanation. That
was corrected and the reimbursement was issued January 20, 2015. I spoke with
you the evening of January 27, 2015. You confirmed the reimbursement check had
been received. I apologized for the delay that.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax ###-###-####
| www.asurion.com
[redacted] |
Nashville, TN 37211
From: [redacted] <[redacted]>Date: Wed, Apr 15, 2015 at 7:25 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected], thanks for the help. I received the check from aursion...
yesterday and I was able to replace my child's tablet today
March 13, 2015
[redacted]
[redacted]
Lynchburg, VA 24501
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
purchased a [redacted] tablet from [redacted] during a Black Friday sale. The coverage
will not pay for a replacement, only the sale price. [redacted] sold you a tablet.
It broke and because it was purchased on sale you are refunded an amount less
than what it costs to repair, or replace it. You requested the tablet be
returned to you, but were informed the tablet had been salvaged.
The desired resolution listed in
your complaint is to receive a replacement tablet as you were told you would by
a [redacted] salesperson when you purchased the tablet.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. January
16, 2015 to report an issue with your tablet. A reimbursement of the purchase
price in the form of an e-gift card was initiated the same day. A prepaid return shipping label was sent to
your e-mail address so that you could forward the tablet to N.E.W.
You notified N.E.W. the return
label was not received via e-mail, so a separate return label was mailed to
you. Upon receiving notification the tablet was in route to N.E.W. the reimbursement was finalized.
A [redacted] gift card for the full purchase price you paid including sales tax
was invoiced on January 28, 2015. Mr. [redacted] contacted N.E.W. February 23, 2015 to inform us he was unhappy about
receiving the reimbursement via gift card. He also requested the tablet be
returned to you. Mr. [redacted] was informed
we would check to see if the tablet was available to be returned, but that we
could make no guarantee. A [redacted] corporate resolution specialist called Mr.
[redacted] back the following day to address his concerns. She advised Mr. [redacted]
of the terms and conditions for the replacement Plan purchased for the tablet
and also explained the limit of liability. The limit of liability statement from
the terms and conditions for your Plan is copied below.
Limit of liability: For any single claim, the limit of liability under this Plan is the lesser of the cost of (1)
authorized repairs, (2) replacement with a product with similar features, (3)
reimbursement for authorized repairs or replacement or (4) the price that you paid for the product. The total liability
under this Plan is the purchase price you paid for the product; in the
event that the total of all authorized repairs exceeds the purchase price paid
for the product or we replace the product with another of equal or greater
value, we shall have satisfied all obligations owed under this Plan and the
Plan shall terminate.
The depot center that your tablet
was sent to received it February 3, 2015. We did not receive the request to
return it to you until February 23, 2015.
Had we received the request within 7 days we may have been able to have
the tablet returned to you, although that is not guaranteed. Unfortunately the
tablet had already been salvaged and we were not able to retrieve it.
We regret your experience with
our company 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 ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
December 18, 2014
[redacted]
[redacted]
Stevenson, MD [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.
After multiple repair attempts you were advised your clothes dryer would be replaced, or that you would receive a reimbursement of the purchase price paid for the dryer. Your attempts to speak with someone regarding the status of your claim were met with replies that it was under review and that someone would contact you. Your requests to speak with a supervisor were unsuccessful. Several times you were advised a supervisor would return your call but never did.
The desired resolution listed in your complaint is to receive a replacement dryer or a reimbursement of the purchase price so you may purchase another one.
A review of your service history for the replacement plan you purchased has been completed. The research revealed your claim was opened November 3rd, 2014. Parts thought to be required to complete the repair were ordered November 12, 2014. You contacted N.E.W. Friday November 21, 2014 after speaking with the service center assigned to your repair. You indicated the service center advised you the unit was unrepairable and they were recommending a buyout. N.E.W. contacted the service center by phone and confirmed their diagnosis, however we were unable to approve the reimbursement until the service center forwarded documentation. You were advised of three business days for the reimbursement to be approved. N.E.W. received the required documentation from the service center the following Tuesday November 25, 2014. The reimbursement was approved the same day and invoiced the next day November 26, 2014 for the full purchase price including sales tax of $571.45
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
April
9, 2015
[redacted]
[redacted]
[redacted]
Puyallup,
WA [redacted]
Complaint
#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC &...
Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“I have a TV with unintentional damage
that [redacted] said they would honor but it was covered from [redacted]. I called
[redacted] and they said they only cover manufacturer defects. I called [redacted] back
up and the last was very rude and started that they do not cover unintentional
damage, they will not repair or replace item, and that they have a list of
repair places that I can pay for my tv to get fixed. I have a year from the
manufacturer and three more years from [redacted]. I sell TV’s but will not
encourage anyone to purchase warranties, [redacted] TVs, or [redacted] after this.”
The
following is the desired resolution listed in your complaint:
“I do not want this fixed. After this I
want my comment back for my protection plan plus the full cost of my
television. This has taken up an hour of my time that should have been handled
straight online. I am very satisfied with this. I am one of two of the leading sellers
of protection plans at [redacted]. This last quarter our store was number one
company wide currently my store/department is not number one that I know of. I
am one of two of the top protection plan sales associates.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed registration for your tele[redacted]n along with a
36 months service plan with a purchase date of August 18, 2014. The enhanced
coverage for your tele[redacted]n is surge protection which is available from the
date of purchase and not provided for under the manufacturer’s warranty.
Coverage for breakdowns defined in the terms and conditions as mechanical or
electrical failures of the tele[redacted]n caused by defects in materials and/or
workmanship, normal wear and tear, dust, heat or humidity is provided along
with power surge protection after the manufacturer’s warranty expires.
Each
retailer’s terms and conditions are different and I have included specific
language from the terms and conditions for the [redacted] Product Care plan you
purchased for your television below for your understanding:
What
is Covered: This Plan covers
parts and labor costs to repair or replace your product in the event the
product experiences a breakdown. If we
determine that we cannot service your product as specified in this Plan, we may
replace it with a replacement product or we may at our discretion issue
you a gift card or check for the original purchase price of that product,
including taxes, as indicated on your sales receipt. Non-original manufacturer’s parts may be used
for repair of the product if the manufacturer’s parts are unavailable or more
costly.
This
Plan includes the following enhanced coverage and services:
All Plans:
·
Repairs necessary for the product
to meet the manufacturer’s written specifications.
·
Two (2) annual cleanings and
adjustments for DVD Players and VCRs after expiration of the manufacturer’s
labor warranty.
·
Repair or replacement of
accessories included in the box by the manufacturer necessary for the product
to meet the manufacturer’s written specifications: e.g., remote controls,
additional lenses (cameras), 3-D glasses (for 3D TVs and / or 3D Blu-ray
players), game controllers.
·
Surge protection from date of
purchase.
What is
not covered: (1) repairs caused by accidental damage, spilled liquids (UNLESS YOU
PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), insect infestation,
misuse, abuse, Intentional Physical Damage and Products with altered or missing
serial numbers;
(20) loss or damage to stored
data, repairs related to installed software, computer viruses, cracked or
physically damaged screens or computer hardware which is added after the
original purchase;
We
can reimburse you for the cost of the service plan you purchased for your
television if you so desire. However, we cannot cover the unintentional damage
you state your television sustained under the service plan you purchased for it
under the terms and conditions of the plan.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If you wish to receive reimbursement for the cost of the service plan, please
do not hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
February 5, 2015
[redacted]
[redacted]
Springfield, MO 65807
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party administrator
of extended service plans, buyer protection services and product support
programs that serves more top consumer electronics retailers than any other
provider. N.E.W. offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a claim in October 2014 with N.E.W. for a baby monitor you originally
purchased at [redacted] **. You were advised to return the monitor to our service
center using a prepaid shipping label provided to you which you did. You were
told the reimbursement would be received within 30 days. On November 30, 2014, after 30 days passed
without receiving the reimbursement you contacted N.E.W. to follow up on the
status. Over the course of several phone calls you were placed on hold for
almost an hour, and hung up on several times. You were then advised you should
expect the reimbursement within 7-10 business days only to later be told the
product had not been received at our service center and the reimbursement was
not being issued.
The desired resolution listed in
your complaint is to have the baby monitor returned to you or the reimbursement
gift card you were expecting. You would also appreciate an apology for the way
you were treated on the phone.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you submitted a claim with N.E.W. on
October 3, 2014 for a baby monitor. A prepaid [redacted] return shipping label with a
tracking number ending in [redacted] was mailed to you so you could have the monitor
sent to our service center. The next notes entered in your claim were dated
January 22, 2015. A N.E.W. customer
service representative submitted a request to have the reimbursement issued as
you informed him the monitor had been returned via [redacted] as we requested. The
request to issue a reimbursement was denied the following day because the [redacted]
website had no information about the return shipping label being utilized. A
voicemail was left for you to call back with proof of shipping. You called to
say on October 20, 2014 you did use the [redacted] return shipping label N.E.W. provided to you.
I spoke with you Friday January
30, 2015 to discuss your concerns. I apologized for the way you were spoken to
and for being transferred to different representatives without resolution. I
stated I did believe you had returned the monitor in good faith and as such I
would submit a reimbursement of the purchase price in the form of a check made
payable to you. Once issued, I will overnight the check to the address at the
top of this letter. You indicated this would provide 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]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] |
Nashville, TN 37211
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E. W. did not meet your...
expectations.N.E. W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E. W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.According to your complaint filed with the Revdex.com you state the following:“I bought a 47' [redacted] flat screen TV from [redacted] ($548.00) on 6/27/13 and also purchased the three yr. service plan ($69.00) at the same time, total of $654.02. My TV stopped working on 7/29/15. I called N. E. W. the service plan company and filed a claim to have it repaired. I did not receive a repair date or a call to confirm a date. I did receive an email (8/3/15) saying a technician would be calling to "confirm the service visit" to my home. When they did call they said earlier appointment for 7/31/15 was cancelled and need to reschedule. I was never informed of this apt until 8/3/15. Person said earliest technician could be at house was 8/8/15. I agreed to apt. I called N. E. W. and told them their paperwork states technician in home in "3 business day guarantee" or "refund cost of plan upon request". I said I wanted my service plan cost refunded. She said okay. 8/3/15 at 2; 48pm I received call from "William-technician" asking for info on TV. Model 3 serial; and what TV is doing. I said I would call back with info, I wasn't home. 8/3/15 at 3:35pm I called back and gave William the info he requested. He said needed to order parts, 5 plus days to get parts and he cancelled 8/8/15 service date. Said would call when parts come in to make service date. 8/4/15 received "electronic" call saying TV "not repairable", going to issue reimbursement. I called back and they said TV can't be repaired going to refund price of TV and tax. I asked about the cost of the service agreement and he said "no" only the TV and tax... even though Monday they said "YES" to refund because they hadn't fulfilled the 3 day service agreement. I got disconnected during call. I think refund should include the price of the TV, the cost of the service agreement and the tax paid for a TOTAL of $654.02. "The following is the desired resolution listed in your complaint:“I want N.E. W. to honor their contract and fulfill the refund(s) that were agreed upon. I want to receive the cost of the service plan and tax (for not fulfilling the 3 day service agreement) which they agreed to on 8/3/15 and the cost of the TV and tax (because they said TV is un-repairable and giving reimbursement). $548.00 TV 469.00 service plan $37.02 tax total of $654.02.”A review of your service history for the service plan you purchased has been completed. The research revealed a claim payment to you on August 6, 2015, as well as reimbursement of the cost of the service plan you purchased for your television. The cost of the plan was reimbursed to you because N.E.W. did not provide in-home service on your television in 3 business days. A gift card ending in [redacted] in the amount of $580.88 was emailed to you on August 5th at [redacted], which is the email listed in this complaint. The check #[redacted] in the amount of $69 was mailed to you at [redacted], Woodruff, SC 29388.We value our customers and apologize for any inconvenience you may have been caused. This provides you with the desired resolution listed in your complaint and the necessary information to close out this complaint filed against N.E. W.If I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.Cynthia R[redacted] Compliance Coordinator
[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]
[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 am absolutely disgusted with the lack of Customer service I received from Asurion or N.E.W. throughout this entire process.! Every representative that I spoke to not only did not assist me in helping to get resolve the problem but, only transferred me back and forth to other representatives that told me that there was nothing that they could do for me either. In lieu of the lack of customer service, I am requesting a full reimbursement of the cost of the television (which had pre-existing damage to it), as well as for the cost for the warrantly I purchased along with the television.
Regards,
[redacted]
April 24, 2015
[redacted]
[redacted]
Aston, PA [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.
According to your complaint filed with the Revdex.com, you
purchased a [redacted] washing machine July 1, 2010 from [redacted] with an
extended warranty. The washer stopped working properly in March of this year.
You contacted N.E.W. to submit a claim. A service technician was assigned and
completed an in-home repair stating the issue had been resolved. A few days
later the washer was broke again. The first technician declined to provide a
second service visit as you have several cats which he is allergic to. Another
service provider was located. A technician completed an in-home appointment and
he also stated the repair was complete.
The second repair lasted a few days at which time the washer failed
again. A third in-home service repair was approved. The technician that arrived
stated parts would be required to repair the washer. The parts needed to be
ordered which you were advised would take an additional 3-10 days to arrive
causing you to be without the use of your washer for approximately a month.
The desired resolution listed in
your complaint is to receive a new washer and an extended warranty at no cost.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed three service requests have been submitted to repair your washer. Due
to the time frame you have endured without the use of the washer N.E.W. has arranged for [redacted] to
provide you with a new washer of equal value as a replacement. Our notes
reflect a Service Advisor spoke with you to advise you of this and confirm your
contact information. If you need further
assistance regarding your replacement you are welcome to contact me directly at
###-###-#### 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
July
17, 2015
[redacted]
[redacted]
[redacted]
Westerville,
OH 43081
Complain
ID#[redacted]
Dear
Ms. [redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington...
DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint
filed with the Revdex.com you state the following:
“I am making a complaint about this
company because they have not provided services in a reasonable amount of time.
I purchased a warranty on my washer and dryer. One and a half years after my
purchase mold started growing around my gasket on the washer. I contacted
Asurion on 6/20. They stated they could have a repair person come out on 6/27
to repair the washer since during the week they only came during regular
business hours which would interfere with my work schedule. On 6/22 the repair
man contacted me to state that he would have the part in one to two business
days. A week went by and I never heard from this repair man. I contacted
Asurion on 6/30 and they stated the parts were on back order but were shipped
on 6/29 and sent overnight mail. I expected a call from the repair man but that
never happened. I called Asurion on 7/2 and another lady told me the parts
could take up to three business days. I asked to speak to a manager since I
received bad information and no one had communicated with me about the delay in
service. I talked to Jeff caller id [redacted] and he stated that the parts weren't
shipped until 6/30. I explained my frustration since this was the third
different story I heard from their company and also that no one had bothered to
communicate to me regarding this delay. He stated that their policy is they
don’t contact the customers until they have the parts. I asked when should I
hear from the repair man and he stated when he receives the parts. I explained
that this is not adequate customer service and this delay in service has caused
a huge inconvenience for me and my family. Jeff only replied with they will
contact you when they have the parts. He had no reason why their employees were
giving me bad information but basically I just have to wait for someone to
contact me. This is completely unprofessional and not an adequate way a company
should handle business. I work during the week and am unable to have this
repaired until a weekend so I will be lucky if I receive the service three
weeks after I made the request. I think it would have been more appropriate
that as soon as the company found out that the part was on back order that they
contact me to apologize for the inconvenience and find out when they could
schedule another day to have the product repaired.”
The
desired resolution listed in your complaint
“I am seeking a change in their customer
service policy and a billing adjustment. I have a warranty service on my washer
and dryer and I want refund for my warranty services due to the large
inconvenience they caused. When this company has a significant delay in
services they need to communicate with their customers and ensure they are
given accurate information. I do not want to deal with this type of
unprofessional behavior when I paid for a service so I would like my warranty
costs refunded.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed that parts for your washing machine were
ordered on June 24, 2015 after a service request was initiated by you on June
20, 2015 due to your washer having a sour mildewed smell and mold built up on
the door gasket. The parts were backordered and shipped to the service center
on June 30, 2015. The repair to your washing machine was completed on July 12,
2015.
The
following outlines the time line for your repair:
06/24/2015 15:39:22
Parts - Waiting for Parts
06/27/2015
00:32:39 Parts
- Parts on Backorder
06/30/2015
00:32:10 Parts
- Parts Shipped
07/07/2015 01:15:35
Service had to be rescheduled due to the
customer being on vacation.
07/12/2015 18:28:53
Completed
Although
the parts for your washing machine to be repaired did go to backorder for a
couple of days, the total time for your washing machine to be repaired was a
little our two weeks including the repair being rescheduled due to your being
on vacation and unavailable. The typical time frame for parts to be received is
3 to 4 days depending on their current state of availability and the type of
parts being ordered. Yes, in this instance the service center should have
notified you that the parts were delayed.
We
value you as a customer and sincerely apologize for the lack of communication
and any unsatisfactory level of customer service you may have received. This is
not characteristic of the quality or reliability of our services. Any feedback
from our customers assists us in coaching our representatives for improved
customer service in the future and assists us in improving our quality of service.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com
April 9, 2015
[redacted]
[redacted]
[redacted]
[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.
According to your complaint filed with the Revdex.com, you
submitted a claim with N.E.W. for a television originally purchased at
[redacted]. You were informed a television
with similar specifications was not currently available as a replacement. As
such, you were advised you would receive a reimbursement check for the full
purchase price you paid including sales tax. When the check did not arrive in
the time frame you were quoted, you contacted N.E.W. to follow up. Our customer
service representative advised the address we had was incorrect. The address
was updated and the reimbursement request was resubmitted. After another ten
days past without the check arriving you contacted N.E.W. again. You informed our representative the address
we updated was still incorrect. You were advised another ten days must elapse
before another reimbursement check could be issued. You do not feel you should
be required to wait further due to the mistakes that occurred on our end.
The desired resolution listed in
your complaint is to have the reimbursement check sent to you immediately.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you submitted a claim with N.E.W. for
a television February 25, 2015. A reimbursement check for the purchase price
was approved the same day. The street
address we attempted to send the check to was misspelled and the apartment
number was not included. On March 17, 2015 you informed N.E.W. you had not received the check as expected. The address was
updated to include the apartment number, however the spelling of your street
was not corrected. After another ten days passed without receiving the check,
you were advised another check would not be issued until we confirmed the most
recent check had not been cashed. This may have taken another seven to ten
days. A request to void the most recent check was forwarded to our accounting
department. They did so on April 3, 2015 and reissued the reimbursement the
same day. Our accounting department was instructed to send your check via next
business day delivery and should arrive to you on Monday April 6, 2015.
I spoke with you to discuss your
concerns and apologized for a less than satisfactory experience. I provided an
update and an expectation of when you should receive the check. I asked you to please keep my name and phone
number with a request to contact me directly if you should have any further
concerns.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted]
Regards,
Ken Page
Compliance Coordinator | [redacted]
[redacted] | www.asurion.com
[redacted]
April 24, 2015
[redacted]
[redacted]
[redacted]
[redacted] [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.
According to your complaint filed with the Revdex.com on
November 21, 2014 you purchased a [redacted] mobile device from [redacted].[redacted] with a
two year extended protection plan. In
late January 2015 the device sustained liquid damage. You contacted N.E.W. to
submit a claim, and were provided with a prepaid return shipping envelope. You
were unaware the mobile device would first need to be sent to N.E.W.’s depot
before a reimbursement of the purchase price would be issued. After the return
label expired you printed a second label from our website. You returned the
mobile device, but when you followed up with N.E.W. you were informed it was
not received. You were advised to forward proof of purchase which you did.
The desired resolution listed in
your complaint is to receive a refund of the purchase price paid for the mobile
device.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed N.E.W. has two separate
registrations for mobile devices you purchased. One registration is for a
mobile device purchased at [redacted].com.
The second registration is for a mobile device that was purchased at a
brick and mortar [redacted] store location.
The confusion surrounding your claim was due to information being added
to the incorrect registration. Notes
regarding the return shipping label were added to the product registered as
having been purchased at a [redacted] store when the notes should have been added
to the registration for the product purchased at [redacted].com. If our representative had thought to check
the second registration, they would have seen a tracking number which confirmed
we received a package from you. I spoke with you Monday April 20, 2015. I
apologized for a less than satisfactory experience and explained what occurred
with your claim. A request to provide a
reimbursement of the purchase price has been approved. It is to be sent to the address at the top of
this letter via [redacted] certified mail.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] [redacted] [redacted]
June
10, 2015
[redacted]
[redacted] **
Orlando,
FL [redacted]
Case
# [redacted]
[redacted]
N.E.W. received your rebuttal
statement to the response letter we submitted addressing the concerns you
expressed in your Revdex.com complaint. Your original complaint is summarized again
below.
According to your complaint filed with the Revdex.com, in
November 2014 you purchased a 50” LED television from [redacted]. Approximately
two weeks ago you removed the television from the box it came in to hook it
up. Upon doing so you noticed the screen
was cracked and also appeared to have water damage. The damage was puzzling to you as the
television has remained in a corner of your living room since December 2014.
You contacted N.E.W. to submit a claim. Each representative you spoke with
advised you the damage to your television is not a covered peril.
In our original response to your
complaint we outlined item # 1 from the terms and conditions of the service
plan you purchased for your television. The section was labeled: What is Not Covered.
WHAT
IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS
(UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT
INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH
ALTERED OR MISSING SERIAL NUMBERS.
You were advised the service plan
you purchased at [redacted] and that is administered by our company does not
provide coverage for televisions which have sustained either accidental or
liquid damage.
Your rebuttal statement is copied
below in its entirety:
“I am rejecting this response because: I am absolutely disgusted with
the lack of Customer service I received from Asurion or N.E.W. throughout this
entire process! Every representative that I spoke to not only did not assist me
in helping to get resolve the problem but, only transferred me back and forth
to other representatives that told me that there was nothing that they could do
for me either. In lieu of the lack of customer service, I am requesting a full
reimbursement of the cost of the television (which had pre-existing damage to
it), as well as for the cost for the warranty I purchased along with the
television.”
We sincerely regret your
experience with N.E.W. did not meet
your expectations. We stand by our
original reply that your claim was denied because the problems you have
described are not covered by the service plan you purchased for your
television. As mentioned in our original reply, if you would
like to cancel the service plan because it did not meet your needs I am happy
to do so and provide a refund of the purchase price you paid for the service plan. I only need your acknowledgement that this is
your desire.
Please contact me either by phone
at [redacted] or by e-mail at [redacted]@asurion.com if you would like to cancel
the service plan and receive a refund of the purchase price paid for the service
plan.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
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. Additionally, I would like to state that though I have received reimbursement in full I cannot stress how frustrating this whole experience has been. I really do hope that Asurion investigates those involved in this matter and that they do indeed utilize this claim "as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers".
[redacted]
June 29, 2017
[redacted] North
Hudson, Wisconsin [redacted] Case ID #[redacted]
Dear [redacted],
On behalf of Asurion, please accept this letter in response to your complaint filed on June 10, 2017 with the Revdex.com of Metro Washington DC &...
Eastern Pennsylvania, under the above referenced ID number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Services, LLC (Asurion), is the 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:
“Long story short my refrigerator quit working. I filed a claim with asurion and was told the repair person would be out next day to diagnose. Next day nobody shows but I received a call to schedule an appointment after my wife took the day off work to wait for service technician. Set another appointment several days later. Took another day off work to be available for service technician. The worker came on time but was told he was not qualified to make the repairs. Asurion contacted another repair center and had to schedule another repair visit which means another day off work. Technician came out and found the problem. Several days later Asurion contacted me to schedule another repair visit with a different visit which means another day off work. Repair Company called me next day to say they can't make it and I should call asurion and schedule another repair company so I did. I was ensured that someone would be out on the scheduled day to repair the fridge. Next day I received a call from Asurion saying nobody was going to come out to repair on scheduled day and they were looking for other options. Asurion has told me the repair company canceled because one of their workers was injured and they no longer have the ability to make the drive to my house. The repair company says they cancelled because asurion is dragging their feet and takes too long to authorize repairs. Meanwhile I have wasted hours on the phone with asurion in attempt to resolve the issue but receive a different answer every time I call. I have been 3 weeks without a fridge and no end in sight. By now I have wasted enough time and missed enough work to pay for a new fridge all together.”
The desired outcome states:
“Just need an outcome. Any outcome and fast. I have 3 kids that are now on summer vacation. I can't be without a fridge any longer. I am at the mercy of the warranty company and need the fastest outcome possible whether that be replacement or repair.”
A review of the service history for the 5-year Protection Plan (“Plan”) you purchased from Home Depot on August 11, 2015 for your ** refrigerator has been completed. My research reflects that, on May 24, 2017, you contacted Asurion to file a claim because your refrigerator was not cooling properly. The representative advised you how to complete troubleshooting steps, however, it did not resolve the issue. The representative then scheduled a tentative in home service appointment for May 25th with [redacted]. The next day, Asurion contacted you and rescheduled the in home service appointment for May 31st.
On May 31st, [redacted] came to your home to service your refrigerator. The technician performed a diagnostic and determined that the sealed system was not working properly, a repair for which the technician was not qualified. Therefore, a tentative in home service appointment was scheduled with [redacted] for June 1st. That same day, an Asuiron representative contacted you and provided you with this information.
Between June 5th and June 6th, Asurion verified that your service request was not assigned to an authorized ** provider. Therefore, an in home service appointment was scheduled with [redacted] for June 17th.
On June 8th, [redacted] sent Asurion a notification stating that they did not have a technician available to service your refrigerator. Therefore, your service request was transferred back to [redacted].
On June 15th, [redacted] came to your home to service your refrigerator. The technician found several leaks in the sealed system and a faulty three-way valve. The compressor was replaced and the repairs were completed.
Upon receipt of the complaint on June 19th, an Asurion’s Resolution Specialist named George contacted you to address your concerns. You confirmed that [redacted] completed the repairs and your ** refrigerator was working properly.
Again, on behalf of Asurion, I want to apologize for any inconvenience you may have experienced as a result of this matter. Be assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback will be looked at as a process improvement. Customer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement.
Regards,
Lesley J[redacted]
Compliance Coordinator | [redacted]@asurion.com
P [redacted]| F [redacted] | www.asurion.com
January 19, 2015
[redacted]
Riverview, FL [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file 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 washer and dryer from [redacted] in February 2010. Both
items have had issues in the past. The dryer is presently not working. The
washer does currently work albeit poorly. You learned N.E.W. provided [redacted]
with a credit to be used towards a replacement dryer, but received no
information from N.E.W. about this.
The desired resolution listed in
your complaint is for the problems with the washer and dryer to be resolved.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
your dryer did qualify for a replacement under the “No Lemon” clause. An e-mail was sent to [redacted] October 1, 2014
with a request for [redacted] to contact you to arrange a replacement dryer. I am
following up with our contact at [redacted] in an effort to expedite the
replacement.
The washing machine was first
serviced on August 1, 2011 due to fabric softener liquid not draining into the
machine properly. A part was replaced and the machine tested as okay. A second
repair occurred October 10, 2012. A technician cleaned the water pump and again
the machine tested as okay. The third and final completed repair occurred January
22, 2013. This repair was performed due to a burning smell. The technician
advised the burning smell was due to an improperly installed dryer event. He
reinstalled the dryer vent. The washing machine was tested and determined to be
okay. No burning smell could be detected. The technician also indicated the
washer and dryer were located on a second floor. Because of this, a perfect
balance was difficult to achieve. A fourth service repair was requested for the
washer December 31, 2014. The technician assigned to the repair advised the
door was bent downward due to abuse and no longer closed properly. This issue
is not covered by the service plan administered by N.E.W. You contacted N.E.W.
to state there were other issues that had not been addressed. Specifically the
burning smell, a smell of mold and mildew and violent shaking of the interior
of the washer. The burning smell was addressed and determined to be the dryer
vent. It is critical to maintain a dryer vent clear from lint and in proper
condition. Mold and mildew are common issues with front loading washing
machines such as yours and do not indicate a defect. A solution of bleach and
vinegar in a spray bottle can be used to clean the rubber seal which is where
the mold and mildew build up. The technician assigned to the third repair
stated it was difficult to achieve a perfect balance due to the washing machine
being located on a second floor. The support under a washing machine located on
a second floor is not as great as the support provided on ground level. Over
time the balance can worsen resulting in a vibrating tub. This is also not a
defect covered by the service Plan. The balance can be adjusted by turning the
feet on the washer either to the left or right until it is level. This may need
to be checked regularly for a washer located on a second floor.
The washing machine does not
qualify for a replacement under the “No Lemon” clause as three repairs for the
same problem must be completed with a fourth repair needed. Each service
performed was for a different issue. Preventive maintenance checks, cleanings,
product diagnosis and customer education are not considered repairs for the
purpose of the No Lemon policy.
We regret your experience has
been less than satisfactory. We respectfully deny your request to replace the
washing machine, however we will follow up with [redacted] to be certain the
dryer is replaced. 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
October
30, 2014
[redacted]
[redacted]
[redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Better Business...
Bureau of
Arkansas, Inc., under the above referenced file number. I would like to offer
my apology that your experience with N.E.W.
did not meet your expectations.
Your
complaint was filed against [redacted] and forwarded to N.E.W. for reply.
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:
About 4 months ago, you purchased a new
cell phone at [redacted] along with extended warranty and you are being advised
the warranty does not cover what it advertises it covers. The cell phone was
dropped and no longer turns on. When you contacted the product care plan to in
initiate a claim you were advised accidental damage was not covered. They
advised you to contact the manufacturer [redacted] or the wireless provider
[redacted] but they would not assist you and cover the cell phone either.
You are very disappointed with [redacted] not responding to [redacted] post or email
regarding your concerns.
The
desired resolution listed in your complaint is to receive a brand new cell
phone or be reimbursed for the purchase price you paid for the cell phone.
A review of your service
history for the service plan you purchased has been completed. The research
revealed a claim initiated on September 17, 2014 but the notes reflect the
claim being cancelled. Unfortunately, there were no additional notes entered
regarding why the claim was cancelled.
Upon
receiving your complaint filed with the Arkansas Revdex.com on
October 21st, a Resolution Specialist named Leigh Ann called the
contact number ###-###-#### listed in your complaint. She left a voicemail
for you indicating that she would be happy to assist you with your concerns and
asked you to return her call at your convenience.
The
following day, October 22nd, Leigh Ann spoke with your fiancée and
discussed your concerns. She confirmed that your mobile device had sustained
liquid damage and initiated a claim. Leigh Ann also explained the claim process
and timeframes for claim completion to your fiancée. She waived the $49 service
fee for customer satisfaction due to the delay in a resolution being provided.
Leigh Ann will monitor your claim to completion and is available if you have
any questions. Once the claim is completed it will provide the desired
resolution listed in your complaint.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com
[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 have not been contacted regarding this issue nor have I received an email regarding the matter. If you state in your warranty that manufacturer defects are covered then this is what is expected to happen. I have attached a copy of the warranty and it does not clearly state that the electric pump is the only item covered with this product. If you do not plan to honor your warranty then you should not sell the warranty on this particular product. This is the info listed on the warranty website and was also included in the email I received when I purchased the warranty. upon reviewing the terms and conditions because of the stament of limitations and exclusions, it still does not state that the seals breaking apart is not covered. I consider the seals breaking apart to be a defect in workmanship and the materials since I only had the product since 06/06/2014. No where does it state that this is not covered and I would like my product replaced and the money for the warranty refunded to me because this is not good customer service. With this particular product you need to be upfront with the customer about what is not covered in writing. My email is [email protected] and my cell number is ###-###-#### or ###-###-####.attachment Terms and ConditionsRegards, [redacted]
"the research revealed your claim was denied due to a non-covered failure. I attempted to contact you on several occasions to discuss your concerns. I was unable to speak with you, but left voicemail messages each time requesting a call back at your convenience." Real life coverageThese breakdowns really happen. Most important-your Protection Plan anticipates these failures and streamlines your rapid return to life as you like to live it.Your plan covers failures due to*:Normal wear and tearDefects in materials and workmanshipMechanical or electrical breakdowns (even from everyday use)Internal heat, dust and humidityPower surgesAnd sometimes, even more depending on your purchase.*Limitations and exclusions apply. Please see your terms and conditions for complete program details.
[redacted] needs to have a conversation with Compliance regarding his concerns to the Revdex.com. As of today, November 21st he has not returned my call or responded to my email.
There are notes in his service request dated yesterday that someone named Jamie is contacting [redacted] Product Care (not Compliance) regarding the [redacted] tablet with model #[redacted]. Jamie (the caller) has been advised that a receipt is necessary to reimburse for the tablet. Previous notes reflect emails have been received by N.E.W. from the customer but no receipt is attached.
The original complaint [redacted] filed indicates he was previously reimbursed for one [redacted] tablet and once we receive a receipt for the second tablet and provide reimbursement the plans will have been utilized. The cost of the plans cannot be refunded.
Please let me know if you have any questions.
Regards,
Cynthia R[redacted]
Sr. Compliance Coordinator | [redacted]@asurion.com
P ###-###-#### | F ###-###-#### | www.asurion.com
January 28, 2015
[redacted]
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
You purchased a tablet from [redacted] with an extended warranty
administered by N.E.W. You submitted a claim in October 2014 for the tablet
after it quit working. The claim was approved
and you were advised a reimbursement of the purchase price paid for the tablet
would be issued October 29, 2014. As of January 20, 2015 you had not received
the reimbursement.
The desired resolution listed in
your complaint is to receive the reimbursement and an apology.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim was initiated October 29, 2014. The tablet was received at
our service center November 18, 2014 which triggered the issuance of the
reimbursement check. When you registered your tablet with N.E.W. we failed to enter your address correctly. This caused a
delay to occur when the check request was submitted. A second error occurred
when a request to reissue the check was submitted without an explanation. That
was corrected and the reimbursement was issued January 20, 2015. I spoke with
you the evening of January 27, 2015. You confirmed the reimbursement check had
been received. I apologized for the delay that.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax ###-###-####
| www.asurion.com
[redacted] |
Nashville, TN 37211
From: [redacted] <[redacted]>Date: Wed, Apr 15, 2015 at 7:25 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected], thanks for the help. I received the check from aursion...
yesterday and I was able to replace my child's tablet today
March 13, 2015
[redacted]
[redacted]
Lynchburg, VA 24501
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
purchased a [redacted] tablet from [redacted] during a Black Friday sale. The coverage
will not pay for a replacement, only the sale price. [redacted] sold you a tablet.
It broke and because it was purchased on sale you are refunded an amount less
than what it costs to repair, or replace it. You requested the tablet be
returned to you, but were informed the tablet had been salvaged.
The desired resolution listed in
your complaint is to receive a replacement tablet as you were told you would by
a [redacted] salesperson when you purchased the tablet.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. January
16, 2015 to report an issue with your tablet. A reimbursement of the purchase
price in the form of an e-gift card was initiated the same day. A prepaid return shipping label was sent to
your e-mail address so that you could forward the tablet to N.E.W.
You notified N.E.W. the return
label was not received via e-mail, so a separate return label was mailed to
you. Upon receiving notification the tablet was in route to N.E.W. the reimbursement was finalized.
A [redacted] gift card for the full purchase price you paid including sales tax
was invoiced on January 28, 2015. Mr. [redacted] contacted N.E.W. February 23, 2015 to inform us he was unhappy about
receiving the reimbursement via gift card. He also requested the tablet be
returned to you. Mr. [redacted] was informed
we would check to see if the tablet was available to be returned, but that we
could make no guarantee. A [redacted] corporate resolution specialist called Mr.
[redacted] back the following day to address his concerns. She advised Mr. [redacted]
of the terms and conditions for the replacement Plan purchased for the tablet
and also explained the limit of liability. The limit of liability statement from
the terms and conditions for your Plan is copied below.
Limit of liability: For any single claim, the limit of liability under this Plan is the lesser of the cost of (1)
authorized repairs, (2) replacement with a product with similar features, (3)
reimbursement for authorized repairs or replacement or (4) the price that you paid for the product. The total liability
under this Plan is the purchase price you paid for the product; in the
event that the total of all authorized repairs exceeds the purchase price paid
for the product or we replace the product with another of equal or greater
value, we shall have satisfied all obligations owed under this Plan and the
Plan shall terminate.
The depot center that your tablet
was sent to received it February 3, 2015. We did not receive the request to
return it to you until February 23, 2015.
Had we received the request within 7 days we may have been able to have
the tablet returned to you, although that is not guaranteed. Unfortunately the
tablet had already been salvaged and we were not able to retrieve it.
We regret your experience with
our company 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 ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
December 18, 2014
[redacted]
[redacted]
Stevenson, MD [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.
After multiple repair attempts you were advised your clothes dryer would be replaced, or that you would receive a reimbursement of the purchase price paid for the dryer. Your attempts to speak with someone regarding the status of your claim were met with replies that it was under review and that someone would contact you. Your requests to speak with a supervisor were unsuccessful. Several times you were advised a supervisor would return your call but never did.
The desired resolution listed in your complaint is to receive a replacement dryer or a reimbursement of the purchase price so you may purchase another one.
A review of your service history for the replacement plan you purchased has been completed. The research revealed your claim was opened November 3rd, 2014. Parts thought to be required to complete the repair were ordered November 12, 2014. You contacted N.E.W. Friday November 21, 2014 after speaking with the service center assigned to your repair. You indicated the service center advised you the unit was unrepairable and they were recommending a buyout. N.E.W. contacted the service center by phone and confirmed their diagnosis, however we were unable to approve the reimbursement until the service center forwarded documentation. You were advised of three business days for the reimbursement to be approved. N.E.W. received the required documentation from the service center the following Tuesday November 25, 2014. The reimbursement was approved the same day and invoiced the next day November 26, 2014 for the full purchase price including sales tax of $571.45
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
April
9, 2015
[redacted]
[redacted]
[redacted]
Puyallup,
WA [redacted]
Complaint
#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC &...
Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“I have a TV with unintentional damage
that [redacted] said they would honor but it was covered from [redacted]. I called
[redacted] and they said they only cover manufacturer defects. I called [redacted] back
up and the last was very rude and started that they do not cover unintentional
damage, they will not repair or replace item, and that they have a list of
repair places that I can pay for my tv to get fixed. I have a year from the
manufacturer and three more years from [redacted]. I sell TV’s but will not
encourage anyone to purchase warranties, [redacted] TVs, or [redacted] after this.”
The
following is the desired resolution listed in your complaint:
“I do not want this fixed. After this I
want my comment back for my protection plan plus the full cost of my
television. This has taken up an hour of my time that should have been handled
straight online. I am very satisfied with this. I am one of two of the leading sellers
of protection plans at [redacted]. This last quarter our store was number one
company wide currently my store/department is not number one that I know of. I
am one of two of the top protection plan sales associates.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed registration for your tele[redacted]n along with a
36 months service plan with a purchase date of August 18, 2014. The enhanced
coverage for your tele[redacted]n is surge protection which is available from the
date of purchase and not provided for under the manufacturer’s warranty.
Coverage for breakdowns defined in the terms and conditions as mechanical or
electrical failures of the tele[redacted]n caused by defects in materials and/or
workmanship, normal wear and tear, dust, heat or humidity is provided along
with power surge protection after the manufacturer’s warranty expires.
Each
retailer’s terms and conditions are different and I have included specific
language from the terms and conditions for the [redacted] Product Care plan you
purchased for your television below for your understanding:
What
is Covered: This Plan covers
parts and labor costs to repair or replace your product in the event the
product experiences a breakdown. If we
determine that we cannot service your product as specified in this Plan, we may
replace it with a replacement product or we may at our discretion issue
you a gift card or check for the original purchase price of that product,
including taxes, as indicated on your sales receipt. Non-original manufacturer’s parts may be used
for repair of the product if the manufacturer’s parts are unavailable or more
costly.
This
Plan includes the following enhanced coverage and services:
All Plans:
·
Repairs necessary for the product
to meet the manufacturer’s written specifications.
·
Two (2) annual cleanings and
adjustments for DVD Players and VCRs after expiration of the manufacturer’s
labor warranty.
·
Repair or replacement of
accessories included in the box by the manufacturer necessary for the product
to meet the manufacturer’s written specifications: e.g., remote controls,
additional lenses (cameras), 3-D glasses (for 3D TVs and / or 3D Blu-ray
players), game controllers.
·
Surge protection from date of
purchase.
What is
not covered: (1) repairs caused by accidental damage, spilled liquids (UNLESS YOU
PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), insect infestation,
misuse, abuse, Intentional Physical Damage and Products with altered or missing
serial numbers;
(20) loss or damage to stored
data, repairs related to installed software, computer viruses, cracked or
physically damaged screens or computer hardware which is added after the
original purchase;
We
can reimburse you for the cost of the service plan you purchased for your
television if you so desire. However, we cannot cover the unintentional damage
you state your television sustained under the service plan you purchased for it
under the terms and conditions of the plan.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If you wish to receive reimbursement for the cost of the service plan, please
do not hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
February 5, 2015
[redacted]
[redacted]
Springfield, MO 65807
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party administrator
of extended service plans, buyer protection services and product support
programs that serves more top consumer electronics retailers than any other
provider. N.E.W. offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a claim in October 2014 with N.E.W. for a baby monitor you originally
purchased at [redacted] **. You were advised to return the monitor to our service
center using a prepaid shipping label provided to you which you did. You were
told the reimbursement would be received within 30 days. On November 30, 2014, after 30 days passed
without receiving the reimbursement you contacted N.E.W. to follow up on the
status. Over the course of several phone calls you were placed on hold for
almost an hour, and hung up on several times. You were then advised you should
expect the reimbursement within 7-10 business days only to later be told the
product had not been received at our service center and the reimbursement was
not being issued.
The desired resolution listed in
your complaint is to have the baby monitor returned to you or the reimbursement
gift card you were expecting. You would also appreciate an apology for the way
you were treated on the phone.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you submitted a claim with N.E.W. on
October 3, 2014 for a baby monitor. A prepaid [redacted] return shipping label with a
tracking number ending in [redacted] was mailed to you so you could have the monitor
sent to our service center. The next notes entered in your claim were dated
January 22, 2015. A N.E.W. customer
service representative submitted a request to have the reimbursement issued as
you informed him the monitor had been returned via [redacted] as we requested. The
request to issue a reimbursement was denied the following day because the [redacted]
website had no information about the return shipping label being utilized. A
voicemail was left for you to call back with proof of shipping. You called to
say on October 20, 2014 you did use the [redacted] return shipping label N.E.W. provided to you.
I spoke with you Friday January
30, 2015 to discuss your concerns. I apologized for the way you were spoken to
and for being transferred to different representatives without resolution. I
stated I did believe you had returned the monitor in good faith and as such I
would submit a reimbursement of the purchase price in the form of a check made
payable to you. Once issued, I will overnight the check to the address at the
top of this letter. You indicated this would provide 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]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] |
Nashville, TN 37211
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E. W. did not meet your...
expectations.N.E. W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E. W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.According to your complaint filed with the Revdex.com you state the following:“I bought a 47' [redacted] flat screen TV from [redacted] ($548.00) on 6/27/13 and also purchased the three yr. service plan ($69.00) at the same time, total of $654.02. My TV stopped working on 7/29/15. I called N. E. W. the service plan company and filed a claim to have it repaired. I did not receive a repair date or a call to confirm a date. I did receive an email (8/3/15) saying a technician would be calling to "confirm the service visit" to my home. When they did call they said earlier appointment for 7/31/15 was cancelled and need to reschedule. I was never informed of this apt until 8/3/15. Person said earliest technician could be at house was 8/8/15. I agreed to apt. I called N. E. W. and told them their paperwork states technician in home in "3 business day guarantee" or "refund cost of plan upon request". I said I wanted my service plan cost refunded. She said okay. 8/3/15 at 2; 48pm I received call from "William-technician" asking for info on TV. Model 3 serial; and what TV is doing. I said I would call back with info, I wasn't home. 8/3/15 at 3:35pm I called back and gave William the info he requested. He said needed to order parts, 5 plus days to get parts and he cancelled 8/8/15 service date. Said would call when parts come in to make service date. 8/4/15 received "electronic" call saying TV "not repairable", going to issue reimbursement. I called back and they said TV can't be repaired going to refund price of TV and tax. I asked about the cost of the service agreement and he said "no" only the TV and tax... even though Monday they said "YES" to refund because they hadn't fulfilled the 3 day service agreement. I got disconnected during call. I think refund should include the price of the TV, the cost of the service agreement and the tax paid for a TOTAL of $654.02. "The following is the desired resolution listed in your complaint:“I want N.E. W. to honor their contract and fulfill the refund(s) that were agreed upon. I want to receive the cost of the service plan and tax (for not fulfilling the 3 day service agreement) which they agreed to on 8/3/15 and the cost of the TV and tax (because they said TV is un-repairable and giving reimbursement). $548.00 TV 469.00 service plan $37.02 tax total of $654.02.”A review of your service history for the service plan you purchased has been completed. The research revealed a claim payment to you on August 6, 2015, as well as reimbursement of the cost of the service plan you purchased for your television. The cost of the plan was reimbursed to you because N.E.W. did not provide in-home service on your television in 3 business days. A gift card ending in [redacted] in the amount of $580.88 was emailed to you on August 5th at [redacted], which is the email listed in this complaint. The check #[redacted] in the amount of $69 was mailed to you at [redacted], Woodruff, SC 29388.We value our customers and apologize for any inconvenience you may have been caused. This provides you with the desired resolution listed in your complaint and the necessary information to close out this complaint filed against N.E. W.If I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.Cynthia R[redacted] Compliance Coordinator
[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]
[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 am absolutely disgusted with the lack of Customer service I received from Asurion or N.E.W. throughout this entire process.! Every representative that I spoke to not only did not assist me in helping to get resolve the problem but, only transferred me back and forth to other representatives that told me that there was nothing that they could do for me either. In lieu of the lack of customer service, I am requesting a full reimbursement of the cost of the television (which had pre-existing damage to it), as well as for the cost for the warrantly I purchased along with the television.
Regards,
[redacted]
April 24, 2015
[redacted]
[redacted]
Aston, PA [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.
According to your complaint filed with the Revdex.com, you
purchased a [redacted] washing machine July 1, 2010 from [redacted] with an
extended warranty. The washer stopped working properly in March of this year.
You contacted N.E.W. to submit a claim. A service technician was assigned and
completed an in-home repair stating the issue had been resolved. A few days
later the washer was broke again. The first technician declined to provide a
second service visit as you have several cats which he is allergic to. Another
service provider was located. A technician completed an in-home appointment and
he also stated the repair was complete.
The second repair lasted a few days at which time the washer failed
again. A third in-home service repair was approved. The technician that arrived
stated parts would be required to repair the washer. The parts needed to be
ordered which you were advised would take an additional 3-10 days to arrive
causing you to be without the use of your washer for approximately a month.
The desired resolution listed in
your complaint is to receive a new washer and an extended warranty at no cost.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed three service requests have been submitted to repair your washer. Due
to the time frame you have endured without the use of the washer N.E.W. has arranged for [redacted] to
provide you with a new washer of equal value as a replacement. Our notes
reflect a Service Advisor spoke with you to advise you of this and confirm your
contact information. If you need further
assistance regarding your replacement you are welcome to contact me directly at
###-###-#### 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
July
17, 2015
[redacted]
[redacted]
[redacted]
Westerville,
OH 43081
Complain
ID#[redacted]
Dear
Ms. [redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington...
DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint
filed with the Revdex.com you state the following:
“I am making a complaint about this
company because they have not provided services in a reasonable amount of time.
I purchased a warranty on my washer and dryer. One and a half years after my
purchase mold started growing around my gasket on the washer. I contacted
Asurion on 6/20. They stated they could have a repair person come out on 6/27
to repair the washer since during the week they only came during regular
business hours which would interfere with my work schedule. On 6/22 the repair
man contacted me to state that he would have the part in one to two business
days. A week went by and I never heard from this repair man. I contacted
Asurion on 6/30 and they stated the parts were on back order but were shipped
on 6/29 and sent overnight mail. I expected a call from the repair man but that
never happened. I called Asurion on 7/2 and another lady told me the parts
could take up to three business days. I asked to speak to a manager since I
received bad information and no one had communicated with me about the delay in
service. I talked to Jeff caller id [redacted] and he stated that the parts weren't
shipped until 6/30. I explained my frustration since this was the third
different story I heard from their company and also that no one had bothered to
communicate to me regarding this delay. He stated that their policy is they
don’t contact the customers until they have the parts. I asked when should I
hear from the repair man and he stated when he receives the parts. I explained
that this is not adequate customer service and this delay in service has caused
a huge inconvenience for me and my family. Jeff only replied with they will
contact you when they have the parts. He had no reason why their employees were
giving me bad information but basically I just have to wait for someone to
contact me. This is completely unprofessional and not an adequate way a company
should handle business. I work during the week and am unable to have this
repaired until a weekend so I will be lucky if I receive the service three
weeks after I made the request. I think it would have been more appropriate
that as soon as the company found out that the part was on back order that they
contact me to apologize for the inconvenience and find out when they could
schedule another day to have the product repaired.”
The
desired resolution listed in your complaint
“I am seeking a change in their customer
service policy and a billing adjustment. I have a warranty service on my washer
and dryer and I want refund for my warranty services due to the large
inconvenience they caused. When this company has a significant delay in
services they need to communicate with their customers and ensure they are
given accurate information. I do not want to deal with this type of
unprofessional behavior when I paid for a service so I would like my warranty
costs refunded.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed that parts for your washing machine were
ordered on June 24, 2015 after a service request was initiated by you on June
20, 2015 due to your washer having a sour mildewed smell and mold built up on
the door gasket. The parts were backordered and shipped to the service center
on June 30, 2015. The repair to your washing machine was completed on July 12,
2015.
The
following outlines the time line for your repair:
06/24/2015 15:39:22
Parts - Waiting for Parts
06/27/2015
00:32:39 Parts
- Parts on Backorder
06/30/2015
00:32:10 Parts
- Parts Shipped
07/07/2015 01:15:35
Service had to be rescheduled due to the
customer being on vacation.
07/12/2015 18:28:53
Completed
Although
the parts for your washing machine to be repaired did go to backorder for a
couple of days, the total time for your washing machine to be repaired was a
little our two weeks including the repair being rescheduled due to your being
on vacation and unavailable. The typical time frame for parts to be received is
3 to 4 days depending on their current state of availability and the type of
parts being ordered. Yes, in this instance the service center should have
notified you that the parts were delayed.
We
value you as a customer and sincerely apologize for the lack of communication
and any unsatisfactory level of customer service you may have received. This is
not characteristic of the quality or reliability of our services. Any feedback
from our customers assists us in coaching our representatives for improved
customer service in the future and assists us in improving our quality of service.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com
April 9, 2015
[redacted]
[redacted]
[redacted]
[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.
According to your complaint filed with the Revdex.com, you
submitted a claim with N.E.W. for a television originally purchased at
[redacted]. You were informed a television
with similar specifications was not currently available as a replacement. As
such, you were advised you would receive a reimbursement check for the full
purchase price you paid including sales tax. When the check did not arrive in
the time frame you were quoted, you contacted N.E.W. to follow up. Our customer
service representative advised the address we had was incorrect. The address
was updated and the reimbursement request was resubmitted. After another ten
days past without the check arriving you contacted N.E.W. again. You informed our representative the address
we updated was still incorrect. You were advised another ten days must elapse
before another reimbursement check could be issued. You do not feel you should
be required to wait further due to the mistakes that occurred on our end.
The desired resolution listed in
your complaint is to have the reimbursement check sent to you immediately.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you submitted a claim with N.E.W. for
a television February 25, 2015. A reimbursement check for the purchase price
was approved the same day. The street
address we attempted to send the check to was misspelled and the apartment
number was not included. On March 17, 2015 you informed N.E.W. you had not received the check as expected. The address was
updated to include the apartment number, however the spelling of your street
was not corrected. After another ten days passed without receiving the check,
you were advised another check would not be issued until we confirmed the most
recent check had not been cashed. This may have taken another seven to ten
days. A request to void the most recent check was forwarded to our accounting
department. They did so on April 3, 2015 and reissued the reimbursement the
same day. Our accounting department was instructed to send your check via next
business day delivery and should arrive to you on Monday April 6, 2015.
I spoke with you to discuss your
concerns and apologized for a less than satisfactory experience. I provided an
update and an expectation of when you should receive the check. I asked you to please keep my name and phone
number with a request to contact me directly if you should have any further
concerns.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted]
Regards,
Ken Page
Compliance Coordinator | [redacted]
[redacted] | www.asurion.com
[redacted]