April
13, 2015
[redacted]
[redacted]
Greenville,
SC [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC &...
Eastern Pennsylvania, under the above referenced file
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:
“Failed to make proper repairs, repairs
resulted in damage, failed to honor fix it or replace it warranty. My computer
initially need the hinge repaired, it was otherwise fully functional. This
company made the repairs and damaged other part of the computer in the process.
Repairs were made and return to me on January 02, 2015. Upon return the
KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORK. I sent
it back it was repaired and returned. Then a Claim was Filed: via Contact
Center Service Request Date: Feb 7, 2015 Problem Date: Feb 7, 2015 Description:
2nd recall - KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT
WORK. Above f10 is a hump (Warped metal) and bracket keys are not in correctly.
I sent it back a 3rd time and this time I put sticky notes pointing to the
issues. It was returned with the "F" key now working but all other
issues still present. The keyboard was never properly put back in. I contacted
Deborah @ [redacted]. She called back said I would get a call about being
reimbursed. I never got the call. I call her back twice and left message and
never got a call back. I can log into my account and see the following: "Claim
History Service Request Number : [redacted] This claim is currently: Contract
Fulfilled Claim Filed: via Contact Center Service Request Date: Feb 25, 2015
Problem Date: Feb 7, 2015 Description: Reimbursement Approved** Service
Delay/Multiple Trips - Unrepeatable due to timeframe in service due to a
multiple trips initiated delay. Reimbursement approved. Although we were unable
to fix your product, your reimbursement is on its way. Completed February 25,
2015" I never got a reimbursement! I told them how important it was to
have a working computer as I am an online student. I am unable to take classes
because of this.”
The
following is the desired resolution listed in your complaint:
“I would like the refund I was advised I
would get so I may purchase a new laptop. This has caused a delay in completing
my degree; I would like this in a timely manner so I will be able to start my
classes In May.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed a call from you on March 16, 2015 to inquiry
about the claim payment check for your ** laptop computer. The notes entered
into your service request reflect a representative returning your call on March
16th and leaving a detailed message for you. The representative’s
message advised your check had been issued on March 2, 2015 and mailed to the
address listed in this complaint. The representative stated in the message that
March 16th was the 10th business day after the check was
issued. The note indicates the representative’s message also indicated you
should call N.E.W. back if the
address was incorrect or the check did not arrive. As of the date of this
letter there in no additional communication from you listed in your service
request.
Additional
research was completed and the research confirmed that the check N.E.W. issued on March 2nd
was mailed to the address listed in this complaint. Further research regarding
your check revealed that the check was never cashed. I called the telephone
number your computer was registered under on April 9th and left a
detailed message advising you that a stop payment and reissue request would be
submitted. My message indicated that you should not attempt to cash check #
[redacted], if it was received. On April 10th a stop payment was
submitted and replacement check was requested. Check # [redacted] was issued on
April 10th and sent via UPS tracking #[redacted] for delivery on
Monday, April 13th.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
[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]
July 15, 2015
[redacted]
Rathdrum, ID 83858
Case # [redacted]
Mr. [redacted],
On behalf of Asurion, please accept this letter in
response to your inquiry filed with the Revdex.com of Metro
Washington DC & Eastern Pennsylvania,...
under the above referenced file
number. I would like to offer my apology that your experience with Asurion did not meet your
expectations.
Asurion Service Plans. Inc. (Asurion), is a provider of
extended service plans, buyer protection services and product support programs
that serves more top consumer electronics retailers than any other
provider. Asurion offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
Asurion strives to provide world class customer
service. Each call or letter that comes into Asurion regarding concerns
or issues relating to our service plan(s) is thoroughly investigated.
Your
complaint filed with the Revdex.com is copied below.
Warranty
purchased and not honored by company. I purchased a product at [redacted] and I
purchased a product service plan through Asurion/[redacted]. I have had a defect
in the product and I tried to return the product under the service plan and I
was denied. Saying that it didn't fall under the service plan.
The desired resolution listed in
your complaint is for the product to be replaced.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed that on March 28, 2015 you purchased a [redacted] coffee maker
with a 24 month replacement plan provided by Asurion. I was unable to locate a record of a
conversation with you inquiring about your coffee maker being replaced by
Asurion. You mentioned in your complaint
that your product has a defect. I
respectfully submit that the coffee maker you purchased has a manufacturer’s
warranty that is effective through March 27, 2016. In the terms and conditions of the
replacement plan you purchased you will find the statement below regarding the
manufacturer’s warranty.
Manufacturer's Responsibilities: Parts and services covered during the manufacturer's warranty
period are the responsibility of the manufacturer.
The following
information was located on the [redacted] website http://www.[redacted].com/[redacted]-warranty.html regarding their
warranty.
This
product is warranted to be free from defects in material and workmanship for a
period of one (1) year from the date of original purchase.
To
make a warranty claim, do not return this appliance to the store. Please call ###-###-#### in the U.S. or
###-###-#### in
Canada or visit [redacted].com in the U.S. or [redacted].ca in Canada.
For faster service, locate the model, type, and series numbers on your
appliance.
I hope this response provides you
with the necessary information to close out this complaint filed against Asurion. If we can be of
further assistance to you regarding this matter, please do not hesitate to
contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
April 28, 2015
[redacted]
Rohnert Park, CA [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file 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 statement filed with the RevDex.com is coped below.
Will
not honor their warranty because I am not a liar and told them my son dropped
it outside a child under 5 is an act of god I spoke to customer service she
offered nothing not even to speak to a higher authority – It was purchased
13/11/30
The desired resolution listed in
your complaint is to receive a new [redacted] tablet of equal value.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
21, 2015 to report your tablet was damaged.
The information you provided the customer service representative was
that your son threw the tablet out the back door. The Replacement Plan you
purchased for your tablet does provide coverage for Accidental Damage from
Handling (ADH). The pamphlet containing the terms and conditions of the
Replacement Plan you purchased has a statement which reads:
Accidental Damage from Handling (ADH) is an added benefit to our
Premium Plans that provides your product with protection from mishaps such as
unintentional and unexpected spills, drops, and cracked screens as a result of
normal use.
The descriptions provided to our
customer service representative and the Revdex.com regarding what
happened to your tablet are not considered to be the result of normal use. This
is the reason your claim was denied. We appreciate your business and regret
your experience with our company was less than satisfactory, however we remain
unable to approve your claim.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
May 7, 2015
[redacted]
Fayetteville, NC [redacted]
Case # [redacted],
On behalf of N.E.W.
(Asurion), please accept this letter in response to your inquiry filed with the
Better...
Business Bureau of Metro Washington DC & Eastern Pennsylvania, under
the above referenced file 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, an
Asurion employee advised you that after the manufacturer’s warranty for your
[redacted] expired, the extended protection plan we administer would provide coverage
for all perils. After dropping the [redacted] while crossing a street it was run over
and destroyed. When you called to submit a claim you were informed the incident
you described was not covered.
The desired resolution listed in
your complaint is for your claim to be approved.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
24, 2015 to report your [redacted] had been run over in traffic after being dropped
while you crossed a street. You did not attempt to recover the damaged item, so
you did not have a product to return to N.E.W. The Plan you purchased requires small electronic
and portable items be returned to N.E.W.
before a reimbursement can be issued.
This is why your claim was originally denied. It is reasonable to believe that any attempt
to retrieve damaged parts might have been unsafe. For this reason an exception
to the returned equipment requirement has been approved. A reimbursement of the
purchase price you paid for the [redacted] including sales tax has been
approved. A check will be sent to the
address at the top of this letter via next business day delivery once it has
been issued. You indicated this would be
a satisfactory resolution to your complaint.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
March
18, 2015
[redacted]
Mexico,
MO [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“On 11/16/2013 we purchased [redacted]
treadmill from [redacted] for $699.00+tax. At the same time we
purchased a 4year extended warrantee for $199.00 from Asurion called [redacted] no
sweat policy. Approximately 10 days ago a part broke. Our service request
number is [redacted]We contacted Asurion and were informed yesterday that they
did not want to fix our product but give us a certificate for [redacted]'s [redacted]'s for the original purchase price. First, what about the remainder of our
warrantee. We purchased 4 years and received less than 1.5 years. Second, if we
are unhappy with [redacted]'s why would we want to purchase another
product from them. And last, to replace this treadmill from [redacted]'s would cost
$1499.00.”
The
following is the desired resolution listed in your complaint:
“We would except a refund check for the
purchase price + tax made to me. We also believe that we should receive a
prorated refund of the unused portion of the warrantee.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed a gift card for $760.18 issued on March 6,
2015 and emailed to you at [redacted].
This is the purchase price you paid for the treadmill plus tax. Additional
notes in your service request indicate you were upset regarding not also being
reimbursed for the service plan.
The
service plan you purchased for your treadmill provided a means for the
reimbursement you received for the purchased price you paid for your treadmill
plus tax. Specific language from the terms and conditions of the service plan
you purchased for your treadmill are included here for your reference.
Limit of
Liability: For any single claim, the limit of liability under
this Plan is the least of the cost of (1) the total of authorized repairs
performed up to the purchase price of the product, (2) replacement with a
product of similar features, (3) reimbursement for authorized repairs or
replacement or, (4) the purchase price you paid for the product. The total
liability under this Plan is the purchase price you paid for the product. In the
event that we replace the product, reimburse you for replacement of the product
or purchase price you paid for the product, we shall have satisfied all
obligations owed under this Plan.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
February 19, 2015
[redacted]
Jacksonville, 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.
According to your complaint filed with the Revdex.com,
beginning December 1, 2014 you made multiple attempts to receive a return
shipping label without success. Requests
to have a label sent both to your home and work e-mail addresses have been
unsuccessful as was an attempt to have a hard copy sent through the US Postal
Service. On one occasion you did receive a label, however it had your home
address as the delivery location. As such it was unusable.
The desired resolution listed in
your complaint is to receive a return shipping label so you may forward your
robotic vacuum cleaner to our service center.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed no less than seven attempts to have a return shipping label provided
to you were submitted. I spoke with you Thursday February 12, 2015. You
informed me that you did receive a return shipping label, and that all is okay
at this time. I apologized for the inconvenience you endured. I asked that you
please retain my contact information. You are welcome to reach out to me
directly if any other issues arise.
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
March 17, 2015
[redacted]
[redacted]
Garland, TX [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a television to a service center for repair in December 2014 and have
received no notice regarding the status of the repair. You inquired about the
repair over a month ago. A customer service representative advised you they
would check in the repair and provide a follow up the next day, but you
received no further communication.
The desired resolution listed in
your complaint is to have your television returned to you repaired or to
receive a new television of greater value. You also request a refund of the
purchase price paid for the extended Service Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research revealed
you contacted N.E.W. December 15, 2014 to request a service repair for your
[redacted] television. A prepaid [redacted] return shipping label was provided for you
to submit the television to the assigned service center. The service center
received the television on January 8, 2015. On January 23, 2015 you contacted
N.E.W. to request an update on the repair status. A customer service
representative sent a notice to the service center with a request to contact
you with any information about the repair. The service center added notes on
January 29, 2015 indicating they sent the television to the manufacturer for
exchange, and that the manufacturer would contact you within a few days to make
the arrangements. As of March 16, 2015 you have not received either your television
repaired, or a replacement. I attempted to contact the manufacturer using the
phone number provided by the service center. The phone number was no longer a
working number. The service center also provided a [redacted] tracking number ending
in 534765 for the shipment of your television to the manufacturer. This tracking number yields no results when
entering it into the [redacted] website. In an
effort to provide a resolution to your complaint we offered to provide you a
reimbursement of the purchase price you paid for the television. You agreed to
this resolution. A request has been
submitted to have a check issued to you, and sent via next business day
delivery once it is available. We are unable to provide a reimbursement of the
purchase price paid for the Service Plan, as it the existence of the Service
Plan that permits us to provide a reimbursement of the purchase price paid for
the television.
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
April 9, 2015
[redacted] [redacted]
N.E.W. received
your rebuttal statement in response to our orignial reply letter addressing
your complaint filed with the Revdex.com. Your orignial complaint
is summarized again below.
According to your complaint filed with the Revdex.com, you
sent your laptop to N.E.W. to be repaired. It was not fixed properly and you
have had problems related to the sound and other issues. When you informed
N.E.W. there were still problems after your laptop was repaired, you were told
no further service would be performed as your Plan had expired. You also would
like us to be aware that you were [redacted] and have been [redacted] from
your [redacted]. This is the reason it has taken awhile for you to deal with this
issue.
Our original response to your complaint is summarized below.
Our research revealed you
contacted N.E.W. February 22, 2014
regarding an issue with your [redacted] laptop computer. The laptop was received at our service center
March 20, 2014. The repair was completed and the laptop was returned to you on
March 26, 2014. The next communication N.E.W.
had with you occurred February 5, 2015.
Your Service Plan with N.E.W.
expired October 20, 2014.
Each service repair has a 30 day
guarantee. If N.E.W. had received
information within 30 days after you received the laptop that the repair did
not fully resolve the problems it was sent for, we would have serviced it again
under the original service request. We
also would have provided additional repairs under the Service Plan had we been
informed of any issues while the Plan was still in effect. As it was, you contacted N.E.W. almost four months after your Plan expired. We are not able to extend the term of the
Service Plan that expired in October 2014. We respectfully deny your request to
provide additional repairs to your laptop, or provide a reimbursement of the
purchase price paid you paid for the Service Plan as it has been earned.
You rebuttal statement is summarized
below.
N.E.W. does not want to take responsibility for their repair job. The
laptop feels like it is going to fall apart and they did not fix everything
that was wrong with it. I did not know it was their fault until much later. I
need it to go back to school. You did not do what you were paid to do, and you
do not warranty your repair job so if more things are wrong with your work in
the future I am out of luck.
As I stated in our original
reply, N.E.W. does provide a 30 day warranty
for each repair that we authorize. Had N.E.W.
been notified within 30 days of March 26, 2014 after you received your laptop from
service that the repairs were not performed to your satisfaction, we would have
asked the repair center to service it again. The Service Plan you purchased was
in effect until October 20, 2014. Had we been notified during the term of your
Service Plan that your laptop required additional repair, we would have
authorized a service center to do so. We also would have extended the
expiration date an additional 30 days as a courtesy had we received notice
within that time that there was a problem with your laptop.
We are unable to provide an
unlimited warranty time frame for repair work.
A 30 day warranty for repairs is typical of the industry. Please also be aware N.E.W. would have extended the expiration date of your Service Plan
an additional 30 days as a courtesy. This simply means had N.E.W. been notified prior to November 19, 2014 that your laptop
needed service, we would have authorized a service center to perform the work
for you. We were not notified until
February 5 2015, or almost eleven months after your laptop was serviced and
four months after the expiration date of your Service Plan that you were
unsatisfied with the repair.
We sincerely regret that your
experience with N.E.W. was less than
satisfactory. I hope this response helps you to understand why we are unable to
provide additional repair service to your laptop and close out this complaint
filed against N.E.W.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted] [redacted] | www.asurion.com
[redacted] [redacted] [redacted]
November
6, 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 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:
When
the warranty was purchased at [redacted] for the cellphone it was replacement
insurance. Asurion wants me pay a replacement fee. It was not a deductible I
was told that I would mail my cellphone off to them before a replacement would
be issued and a deductible is required.
The
desired resolution listed in your complaint is “replacement my damaged cellphone as the warranty stated”.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a couple of calls to N.E.W. in January 2014 and July 2014, but the notes reflect you
being directed to contact the manufacturer due to your mobile device still
being under the manufacturer’s warranty for the issue you described having with
your mobile device. No claims were initiated for your mobile device.
We
spoke on October 23rd and I apologized and initiated a claim. I
explained the service fee requirement and waived the fee as a onetime customer
courtesy due to misinformation you were provided at the point of sale and no
fee being charged on previous claims.
A
Resolution Specialist named Leigh Ann spoke with you on October 29th
and advised she would oversee your claim to completion. She provided you with
the time frame for your claim to be completed since the service fee being
waived would require your mobile device to be inspected upon arrival before a
reimbursement could be issued. Leigh Ann noted your claim that you agreed to
the added time it would take for the mobile device to be inspected. The claim
was completed on October 31st and you responded via email that you
had received the [redacted] gift card via email for the purchase price of your
mobile device. This provides the desired resolution listed in your
complaint.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
February 12, 2015
[redacted]
[redacted]
McDonald, TN [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
have [redacted] Protection Plan Premier which is an extended service plan
administered by N.E.W. On December 21,
2014 you initiated a service request for your television and paid the required
$50.00 service fee. The terms and conditions for the service plan you purchased
indicate if in-home service is required and a technician fails to provide an
appointment within three business days the service fee will be refunded. A
technician failed to keep the first scheduled appointment. The second
technician indicated he would be unable to arrive at the scheduled appointment
time. You were not able to be at home later in the day when he thought he may
be able to arrive. After the second failed appointment, your claim was denied
without a technician diagnosing the root cause of the issue. After several
conversations with N.E.W. your television was replaced, however when you
requested a refund of the service fee it was denied with different excuses from
different representatives.
The desired resolution listed in
your complaint is to receive a refund of the $50.00 service fee.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a service request was initiated December 21, 2014. The service request was denied January 7,
2015 without a technician providing an in-home appointment. The reason for the
denial was damage to the screen is not a covered peril. You stated the damage
occurred due to the failure of the base which caused the television to fall. On
January 19, 2015 N.E.W. offered to
replace the damaged television which you agreed to. On January 28, 2015 you
requested again the refund of the service fee as a technician did not provide
an in-home appointment within three business days of the initial service
request. Information found on [redacted]’s website regarding Protection Plan
Premier stipulates the following:
For in-home service, we will have an authorized technician in your home
within 3 business days of your initial claim call. In the event we are unable
to fulfill the 3-business-day service guarantee, we will refund you the cost of
the Service Fee.
I spoke with you Friday February
6, 2015 to discuss your concerns. I agreed to submit a service fee refund
request. The refund will be in the form of a credit issued to the credit card
utilized to pay the service fee. During our discussion you mentioned the
frustration caused due to the terms and conditions not specifically listing
which in-home items had coverage for Accidental Damage from Handling (ADH) and
those that did. The frustration was increased when customer service
representatives either stated they did not have access to the terms and
conditions, or they failed to take into account the damage to the screen was not
the result of ADH but caused due to the failure of the television base. When a
representative did discuss the terms and conditions with you, the information
conveyed was different from the printed terms and conditions. I agreed each
representative should be able to access the terms and conditions when speaking
with customers. I ended the call with an apology that your experience was less
than satisfactory, and that we would use your claim in an effort to improve our
practices.
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
November 10, 2014
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
An [redacted] computer was returned to you with physical damage from N.E.W. after being repaired. The box it was sent to you in did not have any sign of damage, and you dispute that it was damaged before being sent to N.E.W. A second service request was submitted so that the service center that performed the initial repair could inspect the product. It was returned to you again without the physical damage being corrected along with a letter stating cosmetic damage is not covered.
The desired resolution listed in your complaint is to have the damage repaired, or receive a replacement computer of the same make and model.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed the statements in your complaint. On October 31, 2014, in an effort to provide a better customer experience, a supervisor at N.E.W. agreed to submit a follow up request and approve the repair of the physical damage sustained by your computer. The service center assigned to perform the repair has been advised of this. A return shipping label has been provided to you. The tracking information indicates your computer should arrive at the service center November 11, 2014. If the computer is returned to you a third time with the issue not corrected, please 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
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
March 30, 2015
[redacted]
Midwest City, OK
[redacted]
Complaint
ID#[redacted]
Dear [redacted],
On behalf of N.E.W., please accept this letter in
response to your inquiry filed with the Revdex.com of Metro
Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC
and its member companies (N.E.W.), is a third-party administrator of
extended service plans, buyer protection services and product support programs
that serves more top consumer electronics retailers than any other
provider. N.E.W. offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
N.E.W. strives to provide world class
customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your
complaint filed with the Revdex.com you state the following:
“After purchasing a
new game through [redacted].com I opened it up just like normal, popped it in
my [redacted], and started to play it. It didn't seem right, the sounds weren't
in sync and it skipped a lot. After playing for about 15 minutes I received a
"disc read error" please clean with soft cloth, message. It had
happened a few times before so it’s not unusual. I opened the disc try and closed
it back to start the game back up. It wouldn't read the disc. This is a bad
sign, it’s happened on several other consoles before, thus I bought an extended
warranty while at [redacted]. I actually didn't think it was the system though. I
tried the game a few more times, cleaned it, and then got on the phone with
[redacted]. They were nice enough to send me a replacement and not ask for the
original back. It took a few days but when I got the new copy I opened it up,
popped it in, and it started it... with the same problems, 15 minutes in the
game quit working and it wouldn't attempt to read it again. I set it aside
because I was doing trying. A few days later I picked up the new [redacted]
game. It wouldn't play either. I went and picked up a skip dr. from [redacted]
for $15 and used it, that didn't work, I used canned air to clean the system,
still didn't work. As a last resort I logged into the Asurion website and filed
a claim. They sent me a return slip; I went to office depot, bought a box and
peanuts for $14 and sent it on its way. I talked to them on the phone to
explain the problem. A few days later I received my [redacted] back with a note that
said "no trouble found." I was mad but I got ahold of them and they
promised to do me right the next time. They sent a label, I sent it back, this
whole process taking a month mind you, and received it back again, with the
same sheet of paper, same broken [redacted]. They then stopped replying to me on
[redacted] and deleted my posts. They are thieves and stole my time and money I
spent on the warranty.”
The following is the
desired resolution listed in your complaint:
“Replacement, it would have been nice to have
my system fixed. The part to fix the console is available online to the public
through many retailers or [redacted] web stores for $20. Since you can’t get me back
my time, which was the biggest disappointment, I just want to get the word out
there; this company is a bunch of crooks. I doubt they are going to work with
you because they didn't work with me. Thank you for your time!”
A review of your
service history for the service plan you purchased has been completed. The
research revealed two (2) service requests completed for your [redacted] game
system. The game system was diagnosed twice by N.E.W. since November 2014. Each time N.E.W. examined the game system there was no trouble found. Our
technicians manually test every game system for over 15 minutes. Then a quality
specialist manually tests every game system and allows the game systems to run
on its own for more than 15 minutes. Our tests are completed with high stress
games like [redacted] and [redacted].
The service plan
you purchased for your game system has a “No Lemon” guideline in the terms and
conditions of coverage. The “No Lemon” guideline provides for replacement of
your game system after it has been serviced and repaired for the same failure
three (3) times and requires a fourth repair as determined by N.E.W. for the same failure. Unfortunately,
according to your service history your game system doesn’t qualify for being
replaced under the service plan you purchased for it.
I hope this
response provides you with the necessary information to close out this
complaint filed against N.E.W. If we
can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
March
18, 2015
[redacted]
Las
Vegas, NV [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro...
Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“A refund due based on "Pro rata
refund based on days remaining" Section of the [redacted]/Asurion extended
warranty contract [redacted],purchased 12/26/13 that a refund is due based
on the "Pro rata refund based on days remaining" Section of the
[redacted] / Asurion extended warranty contract [redacted], date of purchase
12/26/2013. The 3 years plan became null by Asurion Company on September of
2014 when they claim that they could not repair my almost new cell phone and
refunded the price of the phone (excluding tax). I purchase another phone and
they asked me to purchase a new contract which I did. According to the terms
and conditions of the old contract (copy available), subsection " Nevada
Residents", after the cancellation of the plan, a credit will become due
based on "Pro rata refund based on days remaining" at most within 45
days of the cancellation of the plan. I wrote 2 letters to them, provided them
the purchasing receipt and referred to the terms of their contract asked them
for full refund of $79.00 since the refund was not made with in the period of
time explained in the said contract based on the remaining days left on the plan
until it was cancelled by Asurion. They told me I need to purchase a new
contract in September of 2014. The previous contract was only 9 months old when
they called it inactive. Also my phone had minor issue and I was astonished
they junked it. I lost the tax money on the old phone and had to purchase a new
phone and pay new tax plus had to buy a new extended warranty from Asurion. I
have a copies of my 2 letters to them. last letter of refund request was mailed
via certified mail and documented received by them. I also have the receipt of
the previous phone purchasing receipt and the $79.00 purchasing receipt of the
old contract in question. I can mail or fax the copies if you provide address
or a fax number. I expect $79.00 refund.”
The
following is the desired resolution listed in your complaint:
“Asurion /[redacted] extended warranty
Contract No: [redacted] I expected that a full refund of $79.00 is due since
the refund was not made with in the period of time explained in your contract
based on the remaining days left on the plan until it was cancelled /inactive
by Asurion in September of 2014. All supporting documents are available to be
faxed or mailed to Revdex.com.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed the claim you initiated for your mobile device
was paid on October 21, 2014 by check #[redacted]. The check was for the
purchased price you paid for your mobile device. The check was cashed by
October 29, 2015.
The
service plan you purchased for your mobile device provided a means for the
reimbursement you received for the purchased price you paid for your mobile
device. Specific language from the terms and conditions of the service plan you
purchased for your treadmill are included here for your reference.
Limit of
Liability: For any single claim, the limit of liability under
this Plan is the least of the cost of (1) authorized repairs, (2) replacement
with a product with similar features, (3) reimbursement for authorized repairs
or replacement of your product, or (4) the price that you paid for the product
(excluding any delivery charge and sales tax). The total liability under this
Plan is the purchase price you paid for the product, excluding sales tax, as
indicated on your sales receipt; in the event that the total of all repairs
exceeds the purchase price you paid for the product, excluding sales tax, or we
reimburse you for a product with another product with similar features, we
shall have satisfied all of our obligations under this Plan.
The
“Nevada Residents” section of the plan you made reference to in your compliant
regards cancellation of your plan not claim completion. Once a claim is
completed the plan has been utilized in full under the limit of liability for
the plan.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
March
18, 2015
[redacted]
Merced,
CA [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC...
& Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“I purchased a vacuum cleaner at [redacted]
and a replacement plan that is handled by N.E.W. I was told at the time of the
purchase that for the first year the manufacturer would handle any warranty
issues and after that year was up then N.E.W. would cover it for an additional
2 years. I attempted to file a claim because the vacuum cleaner, but the
customer service people at N.E.W. say it's expired because it starts the day
you purchase it on mobile devices. This is a full size vacuum cleaner. On the
terms and conditions it says that mobile devices are covered from date of
purchase because its accidental damage insurance and it should reflect that on
the receipt. The receipt however has it listed as a replacement plan which is
the insurance that covers the good for two years after the manufacturer’s
warranty expires.”
The
following is the desired resolution listed in your complaint:
“Replace my vacuum cleaner as promised
when I purchased the replacement plan.”
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed your [redacted] vacuum being registered with a
purchase date of September 3, 2012 along with a 24 months replacement plan. The
replacement plan expired on September 2, 2014. Unfortunately, the plan was
expired when you contacted N.E.W. in
March 2015 to file a claim.
The 24 month replacement plan you purchased for your
vacuum cleaner provided enhanced coverage that started at the date of purchase
which was September 3, 2012. The enhanced coverage was for power surge
protection. This is not coverage that the manufacturer provides.
Specific language in the terms and conditions related
to your concerns is listed below for your reference.
Term of
Coverage: The term of your Plan begins on your date of
purchase and continues for the period indicated on your sales receipt or your
order confirmation email. Except for the
enhanced coverage outlined above, which begin on your date of purchase, all
other coverage becomes effective immediately following the expiration of the
manufacturer’s warranty and remains in effect throughout the end of your term,
unless cancelled or fulfilled pursuant to the provisions below. In the event your product is being serviced
by an authorized service center when the Plan expires, the term of the Plan
will be extended until the covered repair has been completed.
I hope this
response provides you with the necessary information to close out this
complaint filed against N.E.W. If we
can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
January 14, 2015
[redacted]
[redacted]
Hendersonville, TN [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is
summarized below.
You submitted a laptop computer to N.E.W. for repair to the charging
port. You were advised the repair should take no longer than five business
days. After the service center received the laptop and ten business days passed
without receiving a status update, you contacted N.E.W. You were advised parts
necessary to complete the repair were on backorder. You were told the parts
should arrive within six days and that your laptop repair would be completed
within a week after the service center received the parts. After the service
center assigned to repair your laptop had it in their possession for more than
two weeks, you were notified the repair would not be performed due to physical
dam[redacted] and that the laptop was being returned to you in the same condition that
you sent it. You feel you were misled to believe the repair was approved. You feel if the repair was not going to be
performed you should have been notified at the time the service center received
it, not after parts had been ordered and the service center had it for more
than two weeks.
The desired resolution listed in
your complaint is to have a laptop in working condition.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed your laptop was received at our service center on December 8, 2014. A
service technician was assigned to your repair and added notes December 11,
2014 that the repair was in progress and parts had been ordered. On December
19, 2014 a customer service representative advised you the service center was
waiting on parts to be delivered. December 23, 2014 you were informed via
e-mail that the computer had sustained impact dam[redacted] to the screen and would be
returned to you unrepaired.
I spoke with you and agreed if
the service repair to your laptop was not going to be approved, you should have
been notified within 24 – 72 hours after the service center received it. Not
after they had it in their possession for more than two weeks and certainly not
after you were advised the service center was only waiting for parts necessary
for the repair to be delivered. Due to
the delay in service and for customer satisfaction I offered to provide a reimbursement
of the purchase price paid for the laptop including sales tax. You agreed 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]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
From: -- <[redacted]>
Date: Sun, Nov 2, 2014 at 4:37 PM
Subject: Re: You have a new mess[redacted] from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: "[email protected]" <[email protected]>
once the case was opened they gave me my check it took 6 months and alot of effort to receive the check but they finally issued my check definitely not buying their insured products ever again though
[redacted]
[redacted]
Franklin,
NJ [redacted]
Case
# [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, in
March 2013 you purchased a laptop computer from [redacted] with a 2 year extended
warranty provided by Asurion. You
submitted a claim during the first year of the extended warranty. You were advised Asurion would need
approximately ten business days to repair your laptop. You advised you would submit the laptop for
repair when you were able to part with it for that length of time. You were not advised the claim would be
closed after 180 days if there was no action taken to complete the claim. When you called back you were informed the
service plan provided by Asurion began on the date the item was purchased and
that we would only honor the Plan for one year after the manufacturer’s
warranty. Your claim was submitted in
September 2014 after the manufacturer’s warranty had expired. You were not
advised the Plan would only provide cover[redacted] until March 2015 and that if you
did not send the laptop for repair within that time frame the claim would be
closed. Your understanding was the Plan
would be in effect for two years beyond the manufacturer’s warranty.
The desired resolution listed in
your complaint is to have your laptop repaired or receive a reimbursement of
the purchase price paid for the service plan provided by N.E.W.
A review of the history for the service
plan you purchased has been completed. The research revealed you purchased a
[redacted] laptop computer at [redacted] March 16, 2013 along with a 24 month service
plan. You submitted a service request to
have your laptop repaired on September 26, 2014. The customer service representative added
notes that you wanted to consider alternative options to have your laptop
repaired locally. Service requests are
closed after 180 days if no further activity occurs. You should have been advised of this. We will
use this as a coaching opportunity in an effort to prevent similar occurrences
in the future.
Our service plans do begin on the
date of purchase, not after the expiration of the manufacturer’s warranty as
you were advised. Our plans do not
replace the manufacturer’s warranty, but provide additional benefits for power
surges and accidental dam[redacted] from handling during the term of the manufacturer’s
warranty. Power surges and accidental dam[redacted] from handling are not covered by
the manufacturer’s warranty. Issues covered by the manufacturer’s warranty are
the responsibility of the manufacturer during their 1 year warranty period.
Due to the misunderstanding on
the term of cover[redacted], N.E.W. has agreed
to extend the expiration date of your service plan. A corporate Resolution
Specialist has also agreed to assist you with your claim. She contacted you and
offered to extend your plan until June 30, 2015. I asked her to please extend
the plan until March 15, 2016 as a customer courtesy. The Resolution Specialist
will monitor your claim to completion to ensure it is completed in a timely
manner.
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
January 19, 2015
[redacted]
Boulder, CO [redacted]
Case # [redacted]
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above...
referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
purchased a DJ media controller from [redacted] with an extended warranty
administered by N.E.W. You submitted it
to N.E.W. for repair related to the audio for the headphones and sound system
speakers. While the item was being repaired you were out of town for
approximately 3 months. The repair was completed while you were away. Upon
returning you plugged in the controller to a power source and discovered the
same problem you sent to be repaired still existed. During the 3 months you
were out of town the extended Plan provided by N.E.W. expired. When you
contacted N.E.W. to explain the issue had not been resolved, you were informed
by several representatives because the Plan was expired, no further repairs
attempts would be performed.
The desired resolution listed in
your complaint is for the media controller to be repaired, replaced with
another item, or to be reimbursed the full purchase price you paid for the item
so you can purchase another.
A review of your service history
for the service plan you purchased has been completed. The research revealed the
media controller was first submitted to N.E.W.
in April 2014. It was marked as repaired and returned April 15, 2014. On
September 12, 2014 a second repair request was submitted. The service center
assigned to repair the controller received it October 8, 2014 and marked it as
repaired October 29, 2014. On December 29, 2014 you notified N.E.W. the controller was still
experiencing the same problem that was sent to be repaired in September. You
were advised as more than 30 days had passed since the repair was performed,
and that the Plan was now expired, N.E.W.
would not immediately authorize another repair. The representative you spoke
with added notes that they would inquire about what action if any could take
place. The following day a contract extension for your service Plan was
approved another service request was approved. After three attempts to send a
prepaid return shipping label to you, the service center assigned to the repair
the controller received it January 12, 2014. A request to expedite the repair
and return has been submitted. The repair is currently underway. You are
welcome to contact me directly if there are any further issues upon the return
of your media controller.
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 - Legal | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
April
13, 2015
[redacted]
[redacted]
Greenville,
SC [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC &...
Eastern Pennsylvania, under the above referenced file
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:
“Failed to make proper repairs, repairs
resulted in damage, failed to honor fix it or replace it warranty. My computer
initially need the hinge repaired, it was otherwise fully functional. This
company made the repairs and damaged other part of the computer in the process.
Repairs were made and return to me on January 02, 2015. Upon return the
KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORK. I sent
it back it was repaired and returned. Then a Claim was Filed: via Contact
Center Service Request Date: Feb 7, 2015 Problem Date: Feb 7, 2015 Description:
2nd recall - KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT
WORK. Above f10 is a hump (Warped metal) and bracket keys are not in correctly.
I sent it back a 3rd time and this time I put sticky notes pointing to the
issues. It was returned with the "F" key now working but all other
issues still present. The keyboard was never properly put back in. I contacted
Deborah @ [redacted]. She called back said I would get a call about being
reimbursed. I never got the call. I call her back twice and left message and
never got a call back. I can log into my account and see the following: "Claim
History Service Request Number : [redacted] This claim is currently: Contract
Fulfilled Claim Filed: via Contact Center Service Request Date: Feb 25, 2015
Problem Date: Feb 7, 2015 Description: Reimbursement Approved** Service
Delay/Multiple Trips - Unrepeatable due to timeframe in service due to a
multiple trips initiated delay. Reimbursement approved. Although we were unable
to fix your product, your reimbursement is on its way. Completed February 25,
2015" I never got a reimbursement! I told them how important it was to
have a working computer as I am an online student. I am unable to take classes
because of this.”
The
following is the desired resolution listed in your complaint:
“I would like the refund I was advised I
would get so I may purchase a new laptop. This has caused a delay in completing
my degree; I would like this in a timely manner so I will be able to start my
classes In May.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed a call from you on March 16, 2015 to inquiry
about the claim payment check for your ** laptop computer. The notes entered
into your service request reflect a representative returning your call on March
16th and leaving a detailed message for you. The representative’s
message advised your check had been issued on March 2, 2015 and mailed to the
address listed in this complaint. The representative stated in the message that
March 16th was the 10th business day after the check was
issued. The note indicates the representative’s message also indicated you
should call N.E.W. back if the
address was incorrect or the check did not arrive. As of the date of this
letter there in no additional communication from you listed in your service
request.
Additional
research was completed and the research confirmed that the check N.E.W. issued on March 2nd
was mailed to the address listed in this complaint. Further research regarding
your check revealed that the check was never cashed. I called the telephone
number your computer was registered under on April 9th and left a
detailed message advising you that a stop payment and reissue request would be
submitted. My message indicated that you should not attempt to cash check #
[redacted], if it was received. On April 10th a stop payment was
submitted and replacement check was requested. Check # [redacted] was issued on
April 10th and sent via UPS tracking #[redacted] for delivery on
Monday, April 13th.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
[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]
July 15, 2015
[redacted]
Rathdrum, ID 83858
Case # [redacted]
Mr. [redacted],
On behalf of Asurion, please accept this letter in
response to your inquiry filed with the Revdex.com of Metro
Washington DC & Eastern Pennsylvania,...
under the above referenced file
number. I would like to offer my apology that your experience with Asurion did not meet your
expectations.
Asurion Service Plans. Inc. (Asurion), is a provider of
extended service plans, buyer protection services and product support programs
that serves more top consumer electronics retailers than any other
provider. Asurion offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
Asurion strives to provide world class customer
service. Each call or letter that comes into Asurion regarding concerns
or issues relating to our service plan(s) is thoroughly investigated.
Your
complaint filed with the Revdex.com is copied below.
Warranty
purchased and not honored by company. I purchased a product at [redacted] and I
purchased a product service plan through Asurion/[redacted]. I have had a defect
in the product and I tried to return the product under the service plan and I
was denied. Saying that it didn't fall under the service plan.
The desired resolution listed in
your complaint is for the product to be replaced.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed that on March 28, 2015 you purchased a [redacted] coffee maker
with a 24 month replacement plan provided by Asurion. I was unable to locate a record of a
conversation with you inquiring about your coffee maker being replaced by
Asurion. You mentioned in your complaint
that your product has a defect. I
respectfully submit that the coffee maker you purchased has a manufacturer’s
warranty that is effective through March 27, 2016. In the terms and conditions of the
replacement plan you purchased you will find the statement below regarding the
manufacturer’s warranty.
Manufacturer's Responsibilities: Parts and services covered during the manufacturer's warranty
period are the responsibility of the manufacturer.
The following
information was located on the [redacted] website http://www.[redacted].com/[redacted]-warranty.html regarding their
warranty.
This
product is warranted to be free from defects in material and workmanship for a
period of one (1) year from the date of original purchase.
To
make a warranty claim, do not return this appliance to the store. Please call ###-###-#### in the U.S. or
###-###-#### in
Canada or visit [redacted].com in the U.S. or [redacted].ca in Canada.
For faster service, locate the model, type, and series numbers on your
appliance.
I hope this response provides you
with the necessary information to close out this complaint filed against Asurion. If we can be of
further assistance to you regarding this matter, please do not hesitate to
contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
April 28, 2015
[redacted]
Rohnert Park, CA [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file 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 statement filed with the RevDex.com is coped below.
Will
not honor their warranty because I am not a liar and told them my son dropped
it outside a child under 5 is an act of god I spoke to customer service she
offered nothing not even to speak to a higher authority – It was purchased
13/11/30
The desired resolution listed in
your complaint is to receive a new [redacted] tablet of equal value.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
21, 2015 to report your tablet was damaged.
The information you provided the customer service representative was
that your son threw the tablet out the back door. The Replacement Plan you
purchased for your tablet does provide coverage for Accidental Damage from
Handling (ADH). The pamphlet containing the terms and conditions of the
Replacement Plan you purchased has a statement which reads:
Accidental Damage from Handling (ADH) is an added benefit to our
Premium Plans that provides your product with protection from mishaps such as
unintentional and unexpected spills, drops, and cracked screens as a result of
normal use.
The descriptions provided to our
customer service representative and the Revdex.com regarding what
happened to your tablet are not considered to be the result of normal use. This
is the reason your claim was denied. We appreciate your business and regret
your experience with our company was less than satisfactory, however we remain
unable to approve your claim.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
May 7, 2015
[redacted]
Fayetteville, NC [redacted]
Case # [redacted],
On behalf of N.E.W.
(Asurion), please accept this letter in response to your inquiry filed with the
Better...
Business Bureau of Metro Washington DC & Eastern Pennsylvania, under
the above referenced file 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, an
Asurion employee advised you that after the manufacturer’s warranty for your
[redacted] expired, the extended protection plan we administer would provide coverage
for all perils. After dropping the [redacted] while crossing a street it was run over
and destroyed. When you called to submit a claim you were informed the incident
you described was not covered.
The desired resolution listed in
your complaint is for your claim to be approved.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
24, 2015 to report your [redacted] had been run over in traffic after being dropped
while you crossed a street. You did not attempt to recover the damaged item, so
you did not have a product to return to N.E.W. The Plan you purchased requires small electronic
and portable items be returned to N.E.W.
before a reimbursement can be issued.
This is why your claim was originally denied. It is reasonable to believe that any attempt
to retrieve damaged parts might have been unsafe. For this reason an exception
to the returned equipment requirement has been approved. A reimbursement of the
purchase price you paid for the [redacted] including sales tax has been
approved. A check will be sent to the
address at the top of this letter via next business day delivery once it has
been issued. You indicated this would be
a satisfactory resolution to your complaint.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
March
18, 2015
[redacted]
Mexico,
MO [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“On 11/16/2013 we purchased [redacted]
treadmill from [redacted] for $699.00+tax. At the same time we
purchased a 4year extended warrantee for $199.00 from Asurion called [redacted] no
sweat policy. Approximately 10 days ago a part broke. Our service request
number is [redacted]We contacted Asurion and were informed yesterday that they
did not want to fix our product but give us a certificate for [redacted]'s [redacted]'s for the original purchase price. First, what about the remainder of our
warrantee. We purchased 4 years and received less than 1.5 years. Second, if we
are unhappy with [redacted]'s why would we want to purchase another
product from them. And last, to replace this treadmill from [redacted]'s would cost
$1499.00.”
The
following is the desired resolution listed in your complaint:
“We would except a refund check for the
purchase price + tax made to me. We also believe that we should receive a
prorated refund of the unused portion of the warrantee.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed a gift card for $760.18 issued on March 6,
2015 and emailed to you at [redacted].
This is the purchase price you paid for the treadmill plus tax. Additional
notes in your service request indicate you were upset regarding not also being
reimbursed for the service plan.
The
service plan you purchased for your treadmill provided a means for the
reimbursement you received for the purchased price you paid for your treadmill
plus tax. Specific language from the terms and conditions of the service plan
you purchased for your treadmill are included here for your reference.
Limit of
Liability: For any single claim, the limit of liability under
this Plan is the least of the cost of (1) the total of authorized repairs
performed up to the purchase price of the product, (2) replacement with a
product of similar features, (3) reimbursement for authorized repairs or
replacement or, (4) the purchase price you paid for the product. The total
liability under this Plan is the purchase price you paid for the product. In the
event that we replace the product, reimburse you for replacement of the product
or purchase price you paid for the product, we shall have satisfied all
obligations owed under this Plan.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
February 19, 2015
[redacted]
Jacksonville, 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.
According to your complaint filed with the Revdex.com,
beginning December 1, 2014 you made multiple attempts to receive a return
shipping label without success. Requests
to have a label sent both to your home and work e-mail addresses have been
unsuccessful as was an attempt to have a hard copy sent through the US Postal
Service. On one occasion you did receive a label, however it had your home
address as the delivery location. As such it was unusable.
The desired resolution listed in
your complaint is to receive a return shipping label so you may forward your
robotic vacuum cleaner to our service center.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed no less than seven attempts to have a return shipping label provided
to you were submitted. I spoke with you Thursday February 12, 2015. You
informed me that you did receive a return shipping label, and that all is okay
at this time. I apologized for the inconvenience you endured. I asked that you
please retain my contact information. You are welcome to reach out to me
directly if any other issues arise.
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
March 17, 2015
[redacted]
[redacted]
Garland, TX [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a television to a service center for repair in December 2014 and have
received no notice regarding the status of the repair. You inquired about the
repair over a month ago. A customer service representative advised you they
would check in the repair and provide a follow up the next day, but you
received no further communication.
The desired resolution listed in
your complaint is to have your television returned to you repaired or to
receive a new television of greater value. You also request a refund of the
purchase price paid for the extended Service Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research revealed
you contacted N.E.W. December 15, 2014 to request a service repair for your
[redacted] television. A prepaid [redacted] return shipping label was provided for you
to submit the television to the assigned service center. The service center
received the television on January 8, 2015. On January 23, 2015 you contacted
N.E.W. to request an update on the repair status. A customer service
representative sent a notice to the service center with a request to contact
you with any information about the repair. The service center added notes on
January 29, 2015 indicating they sent the television to the manufacturer for
exchange, and that the manufacturer would contact you within a few days to make
the arrangements. As of March 16, 2015 you have not received either your television
repaired, or a replacement. I attempted to contact the manufacturer using the
phone number provided by the service center. The phone number was no longer a
working number. The service center also provided a [redacted] tracking number ending
in 534765 for the shipment of your television to the manufacturer. This tracking number yields no results when
entering it into the [redacted] website. In an
effort to provide a resolution to your complaint we offered to provide you a
reimbursement of the purchase price you paid for the television. You agreed to
this resolution. A request has been
submitted to have a check issued to you, and sent via next business day
delivery once it is available. We are unable to provide a reimbursement of the
purchase price paid for the Service Plan, as it the existence of the Service
Plan that permits us to provide a reimbursement of the purchase price paid for
the television.
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
April 9, 2015
[redacted] [redacted]
N.E.W. received
your rebuttal statement in response to our orignial reply letter addressing
your complaint filed with the Revdex.com. Your orignial complaint
is summarized again below.
According to your complaint filed with the Revdex.com, you
sent your laptop to N.E.W. to be repaired. It was not fixed properly and you
have had problems related to the sound and other issues. When you informed
N.E.W. there were still problems after your laptop was repaired, you were told
no further service would be performed as your Plan had expired. You also would
like us to be aware that you were [redacted] and have been [redacted] from
your [redacted]. This is the reason it has taken awhile for you to deal with this
issue.
Our original response to your complaint is summarized below.
Our research revealed you
contacted N.E.W. February 22, 2014
regarding an issue with your [redacted] laptop computer. The laptop was received at our service center
March 20, 2014. The repair was completed and the laptop was returned to you on
March 26, 2014. The next communication N.E.W.
had with you occurred February 5, 2015.
Your Service Plan with N.E.W.
expired October 20, 2014.
Each service repair has a 30 day
guarantee. If N.E.W. had received
information within 30 days after you received the laptop that the repair did
not fully resolve the problems it was sent for, we would have serviced it again
under the original service request. We
also would have provided additional repairs under the Service Plan had we been
informed of any issues while the Plan was still in effect. As it was, you contacted N.E.W. almost four months after your Plan expired. We are not able to extend the term of the
Service Plan that expired in October 2014. We respectfully deny your request to
provide additional repairs to your laptop, or provide a reimbursement of the
purchase price paid you paid for the Service Plan as it has been earned.
You rebuttal statement is summarized
below.
N.E.W. does not want to take responsibility for their repair job. The
laptop feels like it is going to fall apart and they did not fix everything
that was wrong with it. I did not know it was their fault until much later. I
need it to go back to school. You did not do what you were paid to do, and you
do not warranty your repair job so if more things are wrong with your work in
the future I am out of luck.
As I stated in our original
reply, N.E.W. does provide a 30 day warranty
for each repair that we authorize. Had N.E.W.
been notified within 30 days of March 26, 2014 after you received your laptop from
service that the repairs were not performed to your satisfaction, we would have
asked the repair center to service it again. The Service Plan you purchased was
in effect until October 20, 2014. Had we been notified during the term of your
Service Plan that your laptop required additional repair, we would have
authorized a service center to do so. We also would have extended the
expiration date an additional 30 days as a courtesy had we received notice
within that time that there was a problem with your laptop.
We are unable to provide an
unlimited warranty time frame for repair work.
A 30 day warranty for repairs is typical of the industry. Please also be aware N.E.W. would have extended the expiration date of your Service Plan
an additional 30 days as a courtesy. This simply means had N.E.W. been notified prior to November 19, 2014 that your laptop
needed service, we would have authorized a service center to perform the work
for you. We were not notified until
February 5 2015, or almost eleven months after your laptop was serviced and
four months after the expiration date of your Service Plan that you were
unsatisfied with the repair.
We sincerely regret that your
experience with N.E.W. was less than
satisfactory. I hope this response helps you to understand why we are unable to
provide additional repair service to your laptop and close out this complaint
filed against N.E.W.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted] [redacted] | www.asurion.com
[redacted] [redacted] [redacted]
November
6, 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 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:
When
the warranty was purchased at [redacted] for the cellphone it was replacement
insurance. Asurion wants me pay a replacement fee. It was not a deductible I
was told that I would mail my cellphone off to them before a replacement would
be issued and a deductible is required.
The
desired resolution listed in your complaint is “replacement my damaged cellphone as the warranty stated”.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a couple of calls to N.E.W. in January 2014 and July 2014, but the notes reflect you
being directed to contact the manufacturer due to your mobile device still
being under the manufacturer’s warranty for the issue you described having with
your mobile device. No claims were initiated for your mobile device.
We
spoke on October 23rd and I apologized and initiated a claim. I
explained the service fee requirement and waived the fee as a onetime customer
courtesy due to misinformation you were provided at the point of sale and no
fee being charged on previous claims.
A
Resolution Specialist named Leigh Ann spoke with you on October 29th
and advised she would oversee your claim to completion. She provided you with
the time frame for your claim to be completed since the service fee being
waived would require your mobile device to be inspected upon arrival before a
reimbursement could be issued. Leigh Ann noted your claim that you agreed to
the added time it would take for the mobile device to be inspected. The claim
was completed on October 31st and you responded via email that you
had received the [redacted] gift card via email for the purchase price of your
mobile device. This provides the desired resolution listed in your
complaint.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
February 12, 2015
[redacted]
[redacted]
McDonald, TN [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
have [redacted] Protection Plan Premier which is an extended service plan
administered by N.E.W. On December 21,
2014 you initiated a service request for your television and paid the required
$50.00 service fee. The terms and conditions for the service plan you purchased
indicate if in-home service is required and a technician fails to provide an
appointment within three business days the service fee will be refunded. A
technician failed to keep the first scheduled appointment. The second
technician indicated he would be unable to arrive at the scheduled appointment
time. You were not able to be at home later in the day when he thought he may
be able to arrive. After the second failed appointment, your claim was denied
without a technician diagnosing the root cause of the issue. After several
conversations with N.E.W. your television was replaced, however when you
requested a refund of the service fee it was denied with different excuses from
different representatives.
The desired resolution listed in
your complaint is to receive a refund of the $50.00 service fee.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a service request was initiated December 21, 2014. The service request was denied January 7,
2015 without a technician providing an in-home appointment. The reason for the
denial was damage to the screen is not a covered peril. You stated the damage
occurred due to the failure of the base which caused the television to fall. On
January 19, 2015 N.E.W. offered to
replace the damaged television which you agreed to. On January 28, 2015 you
requested again the refund of the service fee as a technician did not provide
an in-home appointment within three business days of the initial service
request. Information found on [redacted]’s website regarding Protection Plan
Premier stipulates the following:
For in-home service, we will have an authorized technician in your home
within 3 business days of your initial claim call. In the event we are unable
to fulfill the 3-business-day service guarantee, we will refund you the cost of
the Service Fee.
I spoke with you Friday February
6, 2015 to discuss your concerns. I agreed to submit a service fee refund
request. The refund will be in the form of a credit issued to the credit card
utilized to pay the service fee. During our discussion you mentioned the
frustration caused due to the terms and conditions not specifically listing
which in-home items had coverage for Accidental Damage from Handling (ADH) and
those that did. The frustration was increased when customer service
representatives either stated they did not have access to the terms and
conditions, or they failed to take into account the damage to the screen was not
the result of ADH but caused due to the failure of the television base. When a
representative did discuss the terms and conditions with you, the information
conveyed was different from the printed terms and conditions. I agreed each
representative should be able to access the terms and conditions when speaking
with customers. I ended the call with an apology that your experience was less
than satisfactory, and that we would use your claim in an effort to improve our
practices.
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
November 10, 2014
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
An [redacted] computer was returned to you with physical damage from N.E.W. after being repaired. The box it was sent to you in did not have any sign of damage, and you dispute that it was damaged before being sent to N.E.W. A second service request was submitted so that the service center that performed the initial repair could inspect the product. It was returned to you again without the physical damage being corrected along with a letter stating cosmetic damage is not covered.
The desired resolution listed in your complaint is to have the damage repaired, or receive a replacement computer of the same make and model.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed the statements in your complaint. On October 31, 2014, in an effort to provide a better customer experience, a supervisor at N.E.W. agreed to submit a follow up request and approve the repair of the physical damage sustained by your computer. The service center assigned to perform the repair has been advised of this. A return shipping label has been provided to you. The tracking information indicates your computer should arrive at the service center November 11, 2014. If the computer is returned to you a third time with the issue not corrected, please 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
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
March 30, 2015
[redacted]
Midwest City, OK
[redacted]
Complaint
ID#[redacted]
Dear [redacted],
On behalf of N.E.W., please accept this letter in
response to your inquiry filed with the Revdex.com of Metro
Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC
and its member companies (N.E.W.), is a third-party administrator of
extended service plans, buyer protection services and product support programs
that serves more top consumer electronics retailers than any other
provider. N.E.W. offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
N.E.W. strives to provide world class
customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your
complaint filed with the Revdex.com you state the following:
“After purchasing a
new game through [redacted].com I opened it up just like normal, popped it in
my [redacted], and started to play it. It didn't seem right, the sounds weren't
in sync and it skipped a lot. After playing for about 15 minutes I received a
"disc read error" please clean with soft cloth, message. It had
happened a few times before so it’s not unusual. I opened the disc try and closed
it back to start the game back up. It wouldn't read the disc. This is a bad
sign, it’s happened on several other consoles before, thus I bought an extended
warranty while at [redacted]. I actually didn't think it was the system though. I
tried the game a few more times, cleaned it, and then got on the phone with
[redacted]. They were nice enough to send me a replacement and not ask for the
original back. It took a few days but when I got the new copy I opened it up,
popped it in, and it started it... with the same problems, 15 minutes in the
game quit working and it wouldn't attempt to read it again. I set it aside
because I was doing trying. A few days later I picked up the new [redacted]
game. It wouldn't play either. I went and picked up a skip dr. from [redacted]
for $15 and used it, that didn't work, I used canned air to clean the system,
still didn't work. As a last resort I logged into the Asurion website and filed
a claim. They sent me a return slip; I went to office depot, bought a box and
peanuts for $14 and sent it on its way. I talked to them on the phone to
explain the problem. A few days later I received my [redacted] back with a note that
said "no trouble found." I was mad but I got ahold of them and they
promised to do me right the next time. They sent a label, I sent it back, this
whole process taking a month mind you, and received it back again, with the
same sheet of paper, same broken [redacted]. They then stopped replying to me on
[redacted] and deleted my posts. They are thieves and stole my time and money I
spent on the warranty.”
The following is the
desired resolution listed in your complaint:
“Replacement, it would have been nice to have
my system fixed. The part to fix the console is available online to the public
through many retailers or [redacted] web stores for $20. Since you can’t get me back
my time, which was the biggest disappointment, I just want to get the word out
there; this company is a bunch of crooks. I doubt they are going to work with
you because they didn't work with me. Thank you for your time!”
A review of your
service history for the service plan you purchased has been completed. The
research revealed two (2) service requests completed for your [redacted] game
system. The game system was diagnosed twice by N.E.W. since November 2014. Each time N.E.W. examined the game system there was no trouble found. Our
technicians manually test every game system for over 15 minutes. Then a quality
specialist manually tests every game system and allows the game systems to run
on its own for more than 15 minutes. Our tests are completed with high stress
games like [redacted] and [redacted].
The service plan
you purchased for your game system has a “No Lemon” guideline in the terms and
conditions of coverage. The “No Lemon” guideline provides for replacement of
your game system after it has been serviced and repaired for the same failure
three (3) times and requires a fourth repair as determined by N.E.W. for the same failure. Unfortunately,
according to your service history your game system doesn’t qualify for being
replaced under the service plan you purchased for it.
I hope this
response provides you with the necessary information to close out this
complaint filed against N.E.W. If we
can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
March
18, 2015
[redacted]
Las
Vegas, NV [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro...
Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“A refund due based on "Pro rata
refund based on days remaining" Section of the [redacted]/Asurion extended
warranty contract [redacted],purchased 12/26/13 that a refund is due based
on the "Pro rata refund based on days remaining" Section of the
[redacted] / Asurion extended warranty contract [redacted], date of purchase
12/26/2013. The 3 years plan became null by Asurion Company on September of
2014 when they claim that they could not repair my almost new cell phone and
refunded the price of the phone (excluding tax). I purchase another phone and
they asked me to purchase a new contract which I did. According to the terms
and conditions of the old contract (copy available), subsection " Nevada
Residents", after the cancellation of the plan, a credit will become due
based on "Pro rata refund based on days remaining" at most within 45
days of the cancellation of the plan. I wrote 2 letters to them, provided them
the purchasing receipt and referred to the terms of their contract asked them
for full refund of $79.00 since the refund was not made with in the period of
time explained in the said contract based on the remaining days left on the plan
until it was cancelled by Asurion. They told me I need to purchase a new
contract in September of 2014. The previous contract was only 9 months old when
they called it inactive. Also my phone had minor issue and I was astonished
they junked it. I lost the tax money on the old phone and had to purchase a new
phone and pay new tax plus had to buy a new extended warranty from Asurion. I
have a copies of my 2 letters to them. last letter of refund request was mailed
via certified mail and documented received by them. I also have the receipt of
the previous phone purchasing receipt and the $79.00 purchasing receipt of the
old contract in question. I can mail or fax the copies if you provide address
or a fax number. I expect $79.00 refund.”
The
following is the desired resolution listed in your complaint:
“Asurion /[redacted] extended warranty
Contract No: [redacted] I expected that a full refund of $79.00 is due since
the refund was not made with in the period of time explained in your contract
based on the remaining days left on the plan until it was cancelled /inactive
by Asurion in September of 2014. All supporting documents are available to be
faxed or mailed to Revdex.com.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed the claim you initiated for your mobile device
was paid on October 21, 2014 by check #[redacted]. The check was for the
purchased price you paid for your mobile device. The check was cashed by
October 29, 2015.
The
service plan you purchased for your mobile device provided a means for the
reimbursement you received for the purchased price you paid for your mobile
device. Specific language from the terms and conditions of the service plan you
purchased for your treadmill are included here for your reference.
Limit of
Liability: For any single claim, the limit of liability under
this Plan is the least of the cost of (1) authorized repairs, (2) replacement
with a product with similar features, (3) reimbursement for authorized repairs
or replacement of your product, or (4) the price that you paid for the product
(excluding any delivery charge and sales tax). The total liability under this
Plan is the purchase price you paid for the product, excluding sales tax, as
indicated on your sales receipt; in the event that the total of all repairs
exceeds the purchase price you paid for the product, excluding sales tax, or we
reimburse you for a product with another product with similar features, we
shall have satisfied all of our obligations under this Plan.
The
“Nevada Residents” section of the plan you made reference to in your compliant
regards cancellation of your plan not claim completion. Once a claim is
completed the plan has been utilized in full under the limit of liability for
the plan.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
March
18, 2015
[redacted]
Merced,
CA [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC...
& Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“I purchased a vacuum cleaner at [redacted]
and a replacement plan that is handled by N.E.W. I was told at the time of the
purchase that for the first year the manufacturer would handle any warranty
issues and after that year was up then N.E.W. would cover it for an additional
2 years. I attempted to file a claim because the vacuum cleaner, but the
customer service people at N.E.W. say it's expired because it starts the day
you purchase it on mobile devices. This is a full size vacuum cleaner. On the
terms and conditions it says that mobile devices are covered from date of
purchase because its accidental damage insurance and it should reflect that on
the receipt. The receipt however has it listed as a replacement plan which is
the insurance that covers the good for two years after the manufacturer’s
warranty expires.”
The
following is the desired resolution listed in your complaint:
“Replace my vacuum cleaner as promised
when I purchased the replacement plan.”
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed your [redacted] vacuum being registered with a
purchase date of September 3, 2012 along with a 24 months replacement plan. The
replacement plan expired on September 2, 2014. Unfortunately, the plan was
expired when you contacted N.E.W. in
March 2015 to file a claim.
The 24 month replacement plan you purchased for your
vacuum cleaner provided enhanced coverage that started at the date of purchase
which was September 3, 2012. The enhanced coverage was for power surge
protection. This is not coverage that the manufacturer provides.
Specific language in the terms and conditions related
to your concerns is listed below for your reference.
Term of
Coverage: The term of your Plan begins on your date of
purchase and continues for the period indicated on your sales receipt or your
order confirmation email. Except for the
enhanced coverage outlined above, which begin on your date of purchase, all
other coverage becomes effective immediately following the expiration of the
manufacturer’s warranty and remains in effect throughout the end of your term,
unless cancelled or fulfilled pursuant to the provisions below. In the event your product is being serviced
by an authorized service center when the Plan expires, the term of the Plan
will be extended until the covered repair has been completed.
I hope this
response provides you with the necessary information to close out this
complaint filed against N.E.W. If we
can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
January 14, 2015
[redacted]
[redacted]
Hendersonville, TN [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is
summarized below.
You submitted a laptop computer to N.E.W. for repair to the charging
port. You were advised the repair should take no longer than five business
days. After the service center received the laptop and ten business days passed
without receiving a status update, you contacted N.E.W. You were advised parts
necessary to complete the repair were on backorder. You were told the parts
should arrive within six days and that your laptop repair would be completed
within a week after the service center received the parts. After the service
center assigned to repair your laptop had it in their possession for more than
two weeks, you were notified the repair would not be performed due to physical
dam[redacted] and that the laptop was being returned to you in the same condition that
you sent it. You feel you were misled to believe the repair was approved. You feel if the repair was not going to be
performed you should have been notified at the time the service center received
it, not after parts had been ordered and the service center had it for more
than two weeks.
The desired resolution listed in
your complaint is to have a laptop in working condition.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed your laptop was received at our service center on December 8, 2014. A
service technician was assigned to your repair and added notes December 11,
2014 that the repair was in progress and parts had been ordered. On December
19, 2014 a customer service representative advised you the service center was
waiting on parts to be delivered. December 23, 2014 you were informed via
e-mail that the computer had sustained impact dam[redacted] to the screen and would be
returned to you unrepaired.
I spoke with you and agreed if
the service repair to your laptop was not going to be approved, you should have
been notified within 24 – 72 hours after the service center received it. Not
after they had it in their possession for more than two weeks and certainly not
after you were advised the service center was only waiting for parts necessary
for the repair to be delivered. Due to
the delay in service and for customer satisfaction I offered to provide a reimbursement
of the purchase price paid for the laptop including sales tax. You agreed 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]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
From: -- <[redacted]>
Date: Sun, Nov 2, 2014 at 4:37 PM
Subject: Re: You have a new mess[redacted] from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: "[email protected]" <[email protected]>
once the case was opened they gave me my check it took 6 months and alot of effort to receive the check but they finally issued my check definitely not buying their insured products ever again though
June
12, 2015
[redacted]
[redacted]
Franklin,
NJ [redacted]
Case
# [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, in
March 2013 you purchased a laptop computer from [redacted] with a 2 year extended
warranty provided by Asurion. You
submitted a claim during the first year of the extended warranty. You were advised Asurion would need
approximately ten business days to repair your laptop. You advised you would submit the laptop for
repair when you were able to part with it for that length of time. You were not advised the claim would be
closed after 180 days if there was no action taken to complete the claim. When you called back you were informed the
service plan provided by Asurion began on the date the item was purchased and
that we would only honor the Plan for one year after the manufacturer’s
warranty. Your claim was submitted in
September 2014 after the manufacturer’s warranty had expired. You were not
advised the Plan would only provide cover[redacted] until March 2015 and that if you
did not send the laptop for repair within that time frame the claim would be
closed. Your understanding was the Plan
would be in effect for two years beyond the manufacturer’s warranty.
The desired resolution listed in
your complaint is to have your laptop repaired or receive a reimbursement of
the purchase price paid for the service plan provided by N.E.W.
A review of the history for the service
plan you purchased has been completed. The research revealed you purchased a
[redacted] laptop computer at [redacted] March 16, 2013 along with a 24 month service
plan. You submitted a service request to
have your laptop repaired on September 26, 2014. The customer service representative added
notes that you wanted to consider alternative options to have your laptop
repaired locally. Service requests are
closed after 180 days if no further activity occurs. You should have been advised of this. We will
use this as a coaching opportunity in an effort to prevent similar occurrences
in the future.
Our service plans do begin on the
date of purchase, not after the expiration of the manufacturer’s warranty as
you were advised. Our plans do not
replace the manufacturer’s warranty, but provide additional benefits for power
surges and accidental dam[redacted] from handling during the term of the manufacturer’s
warranty. Power surges and accidental dam[redacted] from handling are not covered by
the manufacturer’s warranty. Issues covered by the manufacturer’s warranty are
the responsibility of the manufacturer during their 1 year warranty period.
Due to the misunderstanding on
the term of cover[redacted], N.E.W. has agreed
to extend the expiration date of your service plan. A corporate Resolution
Specialist has also agreed to assist you with your claim. She contacted you and
offered to extend your plan until June 30, 2015. I asked her to please extend
the plan until March 15, 2016 as a customer courtesy. The Resolution Specialist
will monitor your claim to completion to ensure it is completed in a timely
manner.
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
January 19, 2015
[redacted]
Boulder, CO [redacted]
Case # [redacted]
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above...
referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
purchased a DJ media controller from [redacted] with an extended warranty
administered by N.E.W. You submitted it
to N.E.W. for repair related to the audio for the headphones and sound system
speakers. While the item was being repaired you were out of town for
approximately 3 months. The repair was completed while you were away. Upon
returning you plugged in the controller to a power source and discovered the
same problem you sent to be repaired still existed. During the 3 months you
were out of town the extended Plan provided by N.E.W. expired. When you
contacted N.E.W. to explain the issue had not been resolved, you were informed
by several representatives because the Plan was expired, no further repairs
attempts would be performed.
The desired resolution listed in
your complaint is for the media controller to be repaired, replaced with
another item, or to be reimbursed the full purchase price you paid for the item
so you can purchase another.
A review of your service history
for the service plan you purchased has been completed. The research revealed the
media controller was first submitted to N.E.W.
in April 2014. It was marked as repaired and returned April 15, 2014. On
September 12, 2014 a second repair request was submitted. The service center
assigned to repair the controller received it October 8, 2014 and marked it as
repaired October 29, 2014. On December 29, 2014 you notified N.E.W. the controller was still
experiencing the same problem that was sent to be repaired in September. You
were advised as more than 30 days had passed since the repair was performed,
and that the Plan was now expired, N.E.W.
would not immediately authorize another repair. The representative you spoke
with added notes that they would inquire about what action if any could take
place. The following day a contract extension for your service Plan was
approved another service request was approved. After three attempts to send a
prepaid return shipping label to you, the service center assigned to the repair
the controller received it January 12, 2014. A request to expedite the repair
and return has been submitted. The repair is currently underway. You are
welcome to contact me directly if there are any further issues upon the return
of your media controller.
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 - Legal | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211