[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]
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 UTV with a three year service contract on August 1, 2013 from [redacted] Company ([redacted]). The sales manager at [redacted] explained the service contract would provide coverage for all repairs to the UTV even if it was flipped. You submitted a claim earlier this year due to numerous issues including the windshield separating, a large crack in the roof brush guards cracking, a torn driver's seat, tailgate and other parts rusting, and a 12 volt plug being broken.A service technician arrived to take photos of the different problems. A windshield was ordered however when it arrived it was determined to be the wrong size. A second windshield was ordered. You had to install it yourself and it did not fit properly. The UTV has never been wrecked or abused. Four attempts to fix the different issues have been unsuccessful.The desired resolution listed in your complaint is a refund of the purchase price paid for the product.A review of your service history for the service plan you purchased has been completed. The research revealed you contacted N.E.W. May 11, 2015 to submit a claim for your UTV for issues related to the skid plate, roof, windshield, and window straps among others. Parts were ordered from [redacted]. Several were not in stock and placed on backorder status. We have learned that many parts for UTV’s are not readily available in the United States and must be ordered from overseas. The delivery time often exceeds six to eight weeks, which is regrettably unavoidable.Once the parts arrived, we did learn the windshield that was sent did not fit your unit. That was corrected and another one designed for your unit was located. The service provider assigned to your unit informed us they completed the repairs to your unit at your home on Tuesday November 3, 2015. The repairs included the installation of the following. All door returns - Front and Rear skid/brush plates - Driver side seats - 12 volt plug and wiring - Shifting boot - Complete bumper protector - Main batteryThe information you received from the store manager that sold you the Service Plan was not entirely accurate as there are several exclusions listed in the “What is Not Covered” provision of the terms and conditions for the plan you purchased. Damage as result of accident is not covered. The service technician stated the UTV had hit a largelimb which caused the damage to the roof and roll bars. He had the parts necessary to correct those items with him and did so.The service technician provided information that all of the repairs you requested were completed. We recognize the length of time to fully complete the repair was excessive and took this into consideration when approving some of the repair items. I hope this response provides you with the necessary information to close out this complaint filed against N.E. W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### or by e-mail at [redacted]@asurion.com.Regards,Ken P[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, provided the terms of the resolution are completed.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Never received the shipping label. All I want is my shipping label! This company does not deserve the ratings you give them. I just want the shipping label so I can wipe my hands with this useless company.
Regards,
[redacted]
December 4, 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 copied below.
I have had this computer in service on multiple occasions. It will only work for a short time and then crashes again. Multiple attempts at repair fail I have had this computer in service on multiple occasions. It will work for a short time and then do the same thing over and over again. It is unusable. It should be replaced.
The desired resolution listed in your complaint is to receive a replacement computer.
A review of your service history for the replacement plan you purchased has been completed. The research revealed your [redacted] laptop computer has been serviced through N.E.W. on four occasions ranging between June 2013 and October 2014. On November 20, 2014 you contacted N.E.W. a fifth time to notify us of problems still associated with your computer. Due to the multiple repair attempts with problems reoccurring, a decision to provide a reimbursement of the purchase price paid for the laptop including sales tax was approved November 22, 2014. The reimbursement will be issued via an e-gift card. If you have not received the e-gift card upon receiving this letter, please contact me directly at the phone number below.
We regret your experience with our company was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted] - Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
January 6, 2015Dear [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:The Company has poor service and horrible response for repairs to a broken screen on my laptop. Needs communication within the company to be improve I sent in a lap top for repair of broken screen they returned the computer to me NOT FIXED sent back and it went to wrong dept said they would send to correct dept never happened sent computer back to me to send to correct department took over 3 months and still not resolved. VERY POOR communication within the company!! I bought 6 laptops from office depot and 6 warranty's over 8000.00 will never use again!The desired resolution listed in your complaint is:I want my screen repaired and the lap top returned to me ASAP. If not, I want the money to replace the laptop and to be reimbursed for the cost of reinstalling info on computer (software co fees).A review of your service history for the service plan you purchased has been completed. The research revealed your laptop being repaired on December 19th and in route back to you. There were notes to indicate your laptop had been registered as a tablet and not a laptop. This caused a service delay due to your laptop being routed to the incorrect facility for repair. The laptop had to be sent back to you and rerouted to the correct facility. There was also a 2 day delay associated with parts that were ordered to repair your laptop.I called the contact number ###-###-#### listed in your complaint on December 19th and left the [redacted] tracking number [redacted] that your laptop was being returned under. Your laptop was delivered on December 23rd.We spoke on December 29th and you verified receiving your laptop back and that it was working properly. I advised that I was in our Compliance department and any claims needed in the future could be processed by calling me directly. You voiced your concern about the problems you had experienced with this claim and advised me you did not want to utilize N.E. W. for filing any future claims. I apologized for any inconvenience and asked for you to reach out to me directly if claims were needed.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.Sr. Compliance Coordinator
December 9, 2014
[redacted]
[redacted]
San Diego, CA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You purchased a [redacted] tablet from [redacted].com in February 2014 with a 24 month replacement Plan provided by N.E.W. In November 2014 the tablet was dropped. You contacted N.E.W. and were informed you would need to provide proof of purchasing the replacement Plan. Your understanding was that replacement Plans for products purchased online were automatically registered with N.E.W. You submitted the requested documents and would like for the Plan to be honored.
The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the tablet.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. November 6, 2014 stating your tablet had been dropped and would not power on. You were advised N.E.W. would require proof of purchase. Upon receiving the proof of purchase, N.E.W. would forward a return shipping label so you could send the tablet to our service center. You submitted the requested documents which were verified and the claim was approved November 9, 2014. N.E.W. attempted to send the return shipping label to you via e-mail however you notified us November 12 that you had not received it so another label was sent to you via e-mail. Service history notes indicate an effort to troubleshoot the problem with your tablet was performed successfully November 27, 2014 and that no further action was required.
Your tablet and replacement plan have been successfully registered. Your Plan with N.E.W. expires February 28, 2016. Please feel free to contact me directly if you have any further problems with your tablet.
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
December
22, 2014
[redacted]
[redacted]
[redacted]
Shawnee,
KS [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Better Business...
Bureau of
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
Asurion and its member company N.E.W.
Customer Service Companies, LLC (N.E.W.), is a third-party administrator
of extended service plans, buyer protection services and product support
programs that serves more top consumer electronics retailers than any other
provider. N.E.W. offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint
filed with the Revdex.com you state the following:
“I purchased through the vendor [redacted],
an Asurion extended warranty for my newly purchased [redacted] ($319.00) and
this product malfunctioned during the covered period of the warranty. I then
filed a claim with Asurion and they were really good about getting me a
shipping container to send in my malfunctioning product to them. Shortly after
this, I was informed by Asurion that the product was un-repairable and that the
cost of the item would be refunded to me for this amount in the form of a check
that would be mailed to my home in 10-15 business days. This check never
arrived. I called the company and they verified that my address was incorrect,
as I had recently moved and they assured me that they would mail out a check in
the amount of $319 and that I should receive this in 10-15 business days. This
check never arrived. I called the company again and they apologized for this delay
and informed me that I should receive the check in 10-15 business days. This
check never arrived. Today I called the company ([redacted]) and informed them
that I did not receive this promised check, to which the customer service agent
apologized and told me that I should receive my check in 10-15 business days.
This is unacceptable! Why is this company allowed to operate without any
recompense for simply not adhering to the agreement that we entered into with
good faith? I cannot in good conscience recommend this company to anybody, as
they apparently do not know what it means to hold up to their end of the
agreement of warranty...although they apparently know how to take your money
for their empty promises.”
The
desired resolution listed in your complaint is to receive reimbursement for
your product as soon as possible.
A
review of your service history for the service plan you purchased has been
completed. The research revealed your check being sent to you overnight on
December 9th under [redacted] tracking [redacted]. I called the contact
number listed in your complaint on December 9th and 12th and
left a voice mail with this information. I also ask for you to call me with any
additional concerns or unanswered questions.
As
of the date of this letter I have not heard from you. I hope this response
provides you with the necessary information to close out this complaint filed
against N.E.W. If we can be of
further assistance to you regarding this matter, please do not hesitate to
contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com
April
9, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
N.E.W. received your rebuttal
statement regarding our reply to your original complaint filed with the RevDex.com. Your original complaint is summarized again below.
Asurion was the insurance company used by [redacted] to
repair or replace faulty equipment. They refuse to repair the item and will not
replace it either. When I contacted
Asurion about replacing my item I was hung up on. When I finally did get them
to commit to a refund they would only give a partial refund.
The desired resolutioon listed in your complaint is to
receive a replacement tablet with similar specifications and a warranty that
will be honored.
Our first response to your complaint is summarized
below.
A review of your service history revealed a claim for
an [redacted] tablet was initiated February 23, 2015 after it would no longer power
on. The claim was approved and a prepaid
return shipping label was provided for you to forward the item to our depot
center. Upon receiving the tablet, a reimbursement of the full purchase price
including sales tax will be issued to you.
In the section of the Terms and
Conditions labeled What is Covered
you will read the following:
What is Covered: This Plan covers parts and labor
costs to repair or replace your product in the event the product experiences a
breakdown. If we determine that we cannot service your product as specified in
this Plan, we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the
original purchase price of that product, including taxes, as indicated on your
sales receipt. Non-original manufacturer’s parts may be used for repair of
the product if the manufacturer’s parts are unavailable or more costly.
You will also read in the
section of the Terms and Conditions labeled Limit of Liability the following:
Limit of liability: For any single claim, the limit of liability under this Plan is
the lesser of the cost of (1) authorized
repairs, (2) replacement with a product with similar features, (3)
reimbursement for authorized repairs or replacement or (4) the price that you paid for the product. The total liability under this Plan is the purchase price you paid for
the product; in the event that the total of all authorized repairs exceeds
the purchase price paid for the product or we replace the product with another
of equal or greater value, we shall have satisfied all obligations owed under
this Plan and the Plan shall terminate.
Your rebuttal statement is
summarized below.
The warranty was sold to you as fix or replace. The
option to refund the purchase price at our discretion was never brought up. You
never signed anything stating a partial refund would be acceptable. The only
option you would accept is a replacement with an equivalent tablet.
You mention in your complaint that N.E.W. is
only offering a partial refund for the tablet. We are providing the full
purchase price including sales tax paid for the tablet. This is the dollar
amount you provided to N.E.W. when you registered your tablet with the
Service Plan. This is the maximum amount we have always stated we will provide.
I refer you again to our Limit of Liability statement which reads:
The total
liability under this Plan is the purchase price you paid for the product.
I’m
sorry if you were unaware of the Terms and Conditions of the extended Plan when
you registered your product with N.E.W. A copy was available on [redacted] website
when you purchased the tablet online. Copies were and remain available at their
brick and mortar store locations. If you
prefer not to complete the claim, we will gladly cancel and provide a refund of
the purchase price you paid for the extended Plan.
As
I mentioned in our original reply, we regret your experience has been less than
satisfactory, however we stand by our position that the purchase price amount
including sales tax is the maximum amount we will provide when fulfilling a
claim.
Respectfully,
Ken P[redacted]
Compliance Coordinator | [redacted]
[redacted] | www.asurion.com
[redacted]
January 26, 2015
[redacted]
Humble, TX 77346
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
Approximately nine months before the original protection plan expired,
you purchased a renewal protection Plan for an [redacted] laptop computer
administered by N.E.W. Your original
Plan had coverage for Accidental Damage Handling (ADH). You were advised the
renewal Plan would also cover accidental damage. When you renewed the
protection Plan you requested a copy of the renewal Plan’s terms and
conditions, as well as a receipt for the purchase of the renewal Plan. You were
advised that was not possible, but the Plan information was in our system and
if you needed to submit a claim to simply contact us. Your computer sustained
damage to the screen so you contacted N.E.W. to request a service repair. The
service request was denied with an explanation that the renewed Plan did not
provide coverage for ADH.
The desired resolution listed in
your complaint is for the repair of your laptop computer to be approved and to
receive a refund of the purchase price you paid for the renewal Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed the service plan for your laptop was renewed March 12, 2014 and paid
for with a credit card. Notes were added to your account on April 8, 2014
confirming the renewal. A service
request initiated January 3, 2015 to repair a damaged screen was denied with
notes stating your original service plan did provide coverage for ADH, but the
renewal plan did not.
I spoke with you to discuss your
concerns. I agreed that your original service plan did provide coverage for
ADH. I believed your understanding was that when you renewed your Plan the same
coverage would carry over. As we did not provide you with any documentation
advising what was not covered under the renewal, I agreed to approve a service
request to repair the damaged screen on your laptop. I will follow up to be
certain a return shipping box and label are sent to you and that the repair is
completed in a timely manner. You agreed this would provide a satisfactory
resolution. As we are approving a service request and your renewal plan will be
in effect until March 17, 2017 we are unable to reimburse the purchase price paid
for the renewal 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,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite
300 | Nashville, TN 37211
December 9, 2014
[redacted]
Atchison, KS [redacted]
Case # [redacted],
On behalf of Asurion please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file...
number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion, LLC and its member companies to include N.E.W. Customer Service Companies, Inc. (Asurion), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service. Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
Asurion has been difficult to work with during the processing of your claim. You received your [redacted] from a service repair with a cracked screen and are uncertain how to proceed. You submitted an additional claim with Asurion, as well as a claim with [redacted] who delivered the [redacted].
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the [redacted].
A review of your service history for the service plan you purchased has been completed. The research revealed Asurion was contacted October 28, 2014 regarding your [redacted] that needed repair. A service request was approved and the [redacted] was received at the assigned service center November 5, 2014. The repair was completed November 7, 2014 and returned to you on November 12. 2014. Upon receiving the product you stated the screen was cracked. The service center that performed the repairs was notified and a damage claim with [redacted] was initiated. [redacted] advised their investigation may take 10-15 days which was unacceptable to you.
In an effort to provide a better customer experience, a request to provide you with a reimbursement of the purchase price paid for the [redacted] including sales tax, via an e-gift card, was submitted and approved. You confirmed receiving the reimbursement during a phone call with Asurion November 19, 2014. As the desired resolution listed in your complaint was fulfilled we consider the matter to be resolved.
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
November 10, 2014
[redacted] **
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under...
the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You notified N.E.W. on September 16, 2014 that your television was returned to you without a stand, power cord, or a remote control after it was repaired. You state these items were included with the television when you sent it to N.E.W. for repair in June 2014. You were advised that as the television was returned to you in June, and that you waited until September to notify N.E.W. of the missing items, that too much time had passed and the items would not be returned. You explained the television had been in storage since being returned and that you just recently discovered the items were missing. A supervisor agreed to send you a stand, power cord, but stated a remote would not be included. This was acceptable to you. You later received the stand, a remote, but no power cord. The supervisor you previously spoke with stated that because a power cord could not be located, N.E.W. would provide a refund of the purchase price paid for the television via a [redacted] gift card. A gift card was issued however it was delivered to the wrong address. A second gift card was issued but was also delivered to the same wrong address.
The desired resolution listed in your complaint is to receive the reimbursement you are expecting.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed your statements in the complaint. We respectfully request customers inspect and confirm all repairs have been completed to their satisfaction within 30 days of receiving a returned item. If there are still issues, we are in a better position to address them. Due to the length of time that passed between when you received your television after being repaired, and when you notified N.E.W. of the missing accessories, the service center could only confirm they had no record of any accessories being included when your television was delivered to them. As a goodwill gesture, N.E.W. agreed to send a stand, and a power cord. You agreed to this. You received a stand and a remote control, but no power cord. Only later did we discover a power cord for your television could not be located. It was at this point a reimbursement via [redacted] gift card of the purchase price paid for your television was offered to you.
When a gift card reimbursement is to be issued to a [redacted] customer, N.E.W. will provide the necessary funds to the [redacted] Corporation who then issues a [redacted] gift card to the customer. The address that was thought to be the incorrect address was actually Target’s corporate address in Minneapolis. The funds had been sent to [redacted] so they could issue a gift card to you. We will coach the representatives associated with your claim so they have a better understanding of the service history notes they are viewing.
Our records indicate a reimbursement check was issued November 5, 2014 with the special instructions to overnight it to you. Our most recent notes indicate it was not sent overnight as intended but rather through regular US Postal Service delivery. An additional $100.00 has been approved as a goodwill gesture due to the numerous issues associated with your claim. A corporate resolution specialist spoke with you Friday November 7, 2014. He stated he would follow up with you to confirm you have received the reimbursement you are expecting. You are also welcome to contact me directly if would like to discuss your experience further.
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
January
30, 2015
[redacted]
[redacted]
[redacted]
Guilderland, New York 12084
Case # [redacted]
Mr. [redacted],
N.E.W. received your second rebuttal January 29, 2015 with
information that you rejected our response to your first rebuttal. You reiterated
that you made two calls to N.E.W. which
I confirmed we have no record of. No one has disputed that you made those
calls. We simply have no record of them as we do not record each incoming call
to our customer service center. I agree that if a representative spoke with you
they should have notated your account, but that did not happen. This is a
matter that we need to address internally.
You restate that during one of
these conversations that a N.E.W.
representative advised you if the manufacturer was denying or delaying your
claim that N.E.W. “will take care of
it”. In your original complaint you provided information that the floor sweeper
sustained a “mechanical breakdown” with no further information about what
occurred to the product. You referred to the enhanced coverage provision of the
terms and conditions which does provide coverage for accidental damage from
handling for portable electronic products. As such I will submit a request to
reimburse the purchase price in the amount of $49.88 plus sales tax due to
accidental dam[redacted]. You will receive a reimbursement in the form of a [redacted]
e-gift card sent to the e-mail address you provided to the RevDex.com. This will fulfill the terms of the Replacement Plan administered by N.E.W. The cost of the Plan will not be reimbursed as
it is the existence of the Plan that will allow for the reimbursement of the
purchase price paid for the product.
I sincerely regret your
experience with N.E.W. was not to
your satisfaction. I hope the information provided in this letter is sufficient
for you to close the complaint filed against N.E.W.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] |
Nashville, TN 37211
[redacted]
West
Park, FL [redacted]
Case #
[redacted]
[redacted],
On behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the above
referenced file number. I would like to offer my apology that your experience with
Asurion did not meet your expectations.
Asurion Service Plans. Inc.
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
Asurion strives to provide
world class customer service. Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According
to your complaint filed with the Revdex.com, you contacted Asurion
November 26, 2014 regarding your [redacted] air purifier. You were advised on that call that your
coverage with Asurion would not begin until after the manufacturer’s warranty
expired. You called Asurion again on May
30, 2015 and were advised the Asurion coverage began on the date of
purchase. Due to the misinformation
provided to you, your Plan with Asurion expired leaving you unable to submit a
claim for a broken product.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid with
tax for the air purifier.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted Asurion November 26, 2014 regarding a [redacted] air
purifier. The representative you spoke
with added a note that you were referred to the manufacturer as your product
was still under their original warranty.
The replacement Plan you purchased did begin upon the date of
purchase. It does not replace the
manufacturer’s warranty but rather provides certain additional benefits such as
coverage for damage sustained by power surges.
Issues covered by the manufacturer’s warranty are solely the
responsibility of the manufacturer. Upon
the expiration of the manufacturer’s warranty the replacement Plan provided by
Asurion continues to provide power surge coverage as well as the coverage
provided by the manufacturer.
Due to the misinformation,
Asurion has agreed to extend the expiration date of your plan through July 31,
2015 so that you may submit a claim for your air purifier. Upon completion of your claim you will
receive a full reimbursement of the purchase price paid for your air purifier
including sales tax. I left a voicemail
message advising you that the Plan had been extended and to call our toll free
number ###-###-#### to file a claim. I
also left my contact information with a request to call me directly if you have
any further issues or concerns.
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]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
June
8, 2015
[redacted]
Warwick,
RI [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
submitted a claim with N.E.W. for a computer. You were instructed to send it to
a service center for repair. You do not want to send it to the service center
due to a prior unsatisfactory experience having a computer repaired.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
computer without submitting it to N.E.W.
for service repair.
A review of your service history
for the service plan you purchased has been completed. The research revealed you
submitted a claim for a computer on May 27, 2015 stating it will not power on
due to a power surge. You informed our
representative that you did not want to submit the product for repair due to a
prior claim to repair another computer not going well. You also informed our
representative that I had advised you I would provide a reimbursement of the
purchase price paid for the computer without having it sent to our service center. You left a voicemail for me stating that our
representatives were “giving you a hard time”.
I assisted you with a prior claim
when you filed a complaint with the Revdex.com regarding a Lasko
fan. You refused to send the fan to our
depot center and wanted a reimbursement of the purchase price. Because you filed a prior claim for another
fan and the claim was completed without having to send the product to us, I made
a one-time exception and fulfilled your desired resolution and provided a
reimbursement which you confirmed you received.
I provided my contact information with instructions to call me if you
ever needed further assistance. I never advised you I would provide a
reimbursement for any other product without first submitting it to our service
center.
I returned your phone call and
stated prior claim fulfillment had no bearing on present or future claim
fulfillment. I also advised you would
need to send the computer to our service center with a prepaid return shipping
label provided to you, and that I would be happy to oversee the claim until it
was completed. I also stated if you did
not wish to send the computer to our service center you could have it repaired
locally and as long as the problem was a covered failure we would reimburse you
the cost of the repair. We ended the
phone call with you stating you would need to think about it.
Further research also revealed
that you have filed multiple claims this year for different products and
consistently escalate in an effort to have the claims fulfilled without having
to follow our established guidelines. The fact that exceptions to our
guidelines have been made for you on prior claims does not mean exceptions will
be made to current or future claims. We
will only provide a reimbursement of the purchase price you paid for your
computer if it is determined to be unrepairable or if it meets our “no lemon”
policy guidelines which are printed in the terms and conditions of your plan.
No Lemon Policy:
After
three (3) service repairs have been completed on an individual product, for the
same defect, and that individual product requires a fourth (4) repair, as
determined by us, we will replace it with a product with equal or similar
features and functionality equal to the current market value of the product,
not to exceed the original purchase price of the product.
The claim for your computer will remain open for 180 days
from the start date of May 27, 2015 if you wish to continue with the service
repair.
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 615-445-2404.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone 615.445.2404 | Fax
615.445.3348 | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I still have not received the check in the mail for the balance of the phone. Although, I will say that I do appreciate the honesty in the response and confirmation of all my issues. To add to this issue and I'm not sure if this is the appropriate place for it but, I have a second phone that is insured with Asurion which I cracked the screen on yesterday. I contacted them yesterday and was told again they did not have a product to replace mine and they would need to issue the money for the phone. I am NOT going to deal with that process again and payed $117.00 to fix the phone on my own, which makes the plan basically useless to me. If I buy a plan that can replace my phone, I expect they can do that, and I see here twice that is not the case. Also, there should be a much better process of handling a warranty plan on a cell phone as people depend on their phone, and being without it for a long period of time, is unacceptable. I am going to [redacted] when I receive the check to purchase a new phone (for the additional issue) and, at that time, I will request a reimbursement for the amount I paid for the warranty plan for the second phone I had an issue with yesterday. The warranty plan was purchased at [redacted] as a [redacted]/Asurion plan.
Regards,
[redacted]
[redacted]
[redacted]
Selma,
IN [redacted]
Case #
[redacted]
[redacted],
On behalf of Asurion, please accept this letter in
response to your inquiry filed with the Revdex.com of Metro
Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with Asurion did not meet your
expectations.
Asurion Service Plans. Inc.
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
Asurion strives to provide
world class customer service. Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According
to your complaint filed with the Revdex.com, Asurion did not offer
to repair your television under the terms of our agreement in a timely
fashion. On May 10, 2015 you submitted a
claim with Asurion because your television stopped working. You were first
assigned a service provider that no longer services your area. It took another day to locate a second
service provider. It was ten days from
your initial contact with Asurion before anyone was able to look at your
television. A service repair was
completed May 20, 2015 only to have the television quit working again six days
later. When you contacted Asurion again you were advised it would be June 3rd
before another technician could provide an in-home service appointment.
The desired resolution listed in
your complaint is to receive a replacement television.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted Asurion May 10, 2015 to report an issue with the volume of your
television. A service center was
assigned to provide an in-home appointment with you. You contacted the service
center in an effort to determine when the appointment would be scheduled. They informed you they no longer serviced your
area. At the time of your conversation with the service provider, Asurion was
not aware they no longer serviced your area.
Asurion attempted to locate another service provider before contacting
you so that we could provide the new servicer’s information to you. Once a second service provider was approved
an in-home appointment was scheduled for May 20, 2015. The technician assigned to your television
added notes that he replaced the mother board with one provided by the
manufacturer and that it passed all tests.
On May 26, 2015 you notified Asurion the same issue with the volume had
returned. Another in-home appointment
was scheduled for June 3rd.
The assigned technician contacted Asurion after the appointment to
inform us a required part was no longer available. The following day June 4th a
request to reimburse the purchase price you paid for the television was
approved. The reimbursement via e-gift
card was invoiced on June 5, 2015. If
you have not received the e-gift card reimbursement upon receipt of this letter
please contact me at ###-###-####.
I hope this response provides you
with the necessary information to close out this complaint filed against Asurion.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at the phone number above.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
January
28, 2015
[redacted]
Complaint
ID# [redacted]
Dear
Ms. [redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W.
Customer Service Companies, LLC and its member companies (N.E.W.), is a
third-party administrator of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. N.E.W. offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
N.E.W.
strives to provide world class customer service. Each call or letter that
comes into N.E.W. regarding concerns or issues relating to our service
plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“I
was sold "replacement coverage" then told they do not cover my
particular product that I purchased it for. I called to use the coverage which
was sold to for a Intel Airbed/Couch. The product started to deflating. For no
reason, I came home from work and notice the couch was not looking like a
couch. So after inflation it still deflated. I call to have it replaced. During
the attempt to file a claim I was informed that the coverage only covers the
built-in motor. It does not address deflation issues. The problem with this
statement is the product does not have a "built-in" motor. It is a
dual purpose inflatable product that was used primarily as a couch seeing that
I purchased two inflatable products that day. One was the airbed/couch and the
other was an airbed for sleeping purposes. When I was sold this product I was
lead to believe that it was covered for deflation purpose not for a motor that
does not exist in the product that I purchased.”
The
desired resolution listed in your complaint is as follows:
“To
replace the product that I was sold the coverage for...”
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim was initiated by your calling the toll
free number for the Product Care Plan on January 15, 2015. You were
advised at that time to contact your local Walmart store due to the air
mattress you purchased not qualifying for the plan you were sold for it. N.E.W. stopped covering air furniture in
July 2014. N.E.W. also no longer
covers air furniture unless it has a built in pump. A Resolution Specialist
named Leigh Ann called the contact number listed in your complaint ###-###-####
on January 19th and 23rd but the recording she received
indicated “the customer you are trying to reach is not available, please try
your call again later”. Leigh Ann sent an email to you at [redacted] on January 23rd.
A voicemail was able to be left on January 26th by Leigh Ann and you
responded to her voicemail with a message but did not provide the information
Leigh Ann requested.
I received an email from Leigh
Ann on January 27th to advise that you provided her with the
information we needed to file your claim. We are
more than happy to process your claim but need to confirm what you prefer to
receive as claim payment. Your claim can be paid with a Walmart gift card or a
check. The gift card can be emailed to you and the check mailed. As of the date
of this letter we have not received enough information from you to process your
claim.
Please
contact Leigh Ann at ###-###-#### so she may further assistance to you to
complete your claim. Please do not hesitate to contact me directly at
###-###-#### if I can help.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com
March, 4, 2015
[redacted]
Cincinnati, OH [redacted]
Case # [redacted],
N.E.W. received
the comments you provided to the Revdex.com on February 24, 2015. Your statement is copied below.
I am not really rejecting the response,
but I do not want my complaint closed until I receive my reimbursement. This
has been going on for months so I do not want my complaint closed until I
receive payment.
Regards,
[redacted]
N.E.W. issued a check payable to you for the reimbursement of your tablet
after we confirmed a stop payment was completed for the most recent gift card
we attempted to have sent to you. The
check was sent to the address at the top of this letter via [redacted] standard
overnight delivery with a tracking number ending in [redacted]. The [redacted] website indicates it was delivered
Monday March 2, 2015 at 1:51 p.m. I left
a voicemail message for you yesterday March 3, 2015 requesting a call back as
soon as possible if you did not receive the check. As of the writing of this
letter I have not heard from you. Please let me know if you have any further
concerns regarding your claim. We want to be certain you are satisfied with the
resolution.
Kindest
regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
February 12, 2015
[redacted]
PO Box [redacted]
Dover, NJ [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, a
[redacted] camera was lost in transit after you were instructed to send it to an
N.E.W. service center. You were advised
that you would need to submit a claim with the shipper, [redacted]
([redacted]), for a lost item. You attempted to do so however [redacted] informed you the
party that generated the return shipping label would be the party required to
submit the claim. Repeated phone calls to both [redacted] and N.E.W. have yielded
no results. You feel as though each party is attempting to avoid responsibility
for the lost item.
The desired resolution listed in
your complaint is a refund of the purchase price paid for your [redacted] camera.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you submitted a claim November 18, 2014 for your [redacted] camera which
was originally purchased at [redacted]. Our service center provided you with a
prepaid return shipping label. Upon receiving the item, you were to be
reimbursed for the purchase price that you paid. On December 8, 2014 the
service center assigned to receive your product did receive a shipping envelope
with the return label they provided to you however the envelope was empty. The
reimbursement was denied with instructions you would need to file a claim with
[redacted]. You attempted to do so without success. [redacted] informed you the party that
generated the return shipping label, and paid for the shipment would be
required to submit the claim. A request was submitted to file a lost item claim
with [redacted] however no further action occurred. In an effort to provide a better
customer experience, a decision was made to provide a reimbursement check to
you for the purchase price paid for the [redacted] camera. The reimbursement check
will be sent via USPS certified mail to the address at the top of this letter.
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 ###-###-#### or by email at [redacted]@asurion.com.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[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 UTV with a three year service contract on August 1, 2013 from [redacted] Company ([redacted]). The sales manager at [redacted] explained the service contract would provide coverage for all repairs to the UTV even if it was flipped. You submitted a claim earlier this year due to numerous issues including the windshield separating, a large crack in the roof brush guards cracking, a torn driver's seat, tailgate and other parts rusting, and a 12 volt plug being broken.A service technician arrived to take photos of the different problems. A windshield was ordered however when it arrived it was determined to be the wrong size. A second windshield was ordered. You had to install it yourself and it did not fit properly. The UTV has never been wrecked or abused. Four attempts to fix the different issues have been unsuccessful.The desired resolution listed in your complaint is a refund of the purchase price paid for the product.A review of your service history for the service plan you purchased has been completed. The research revealed you contacted N.E.W. May 11, 2015 to submit a claim for your UTV for issues related to the skid plate, roof, windshield, and window straps among others. Parts were ordered from [redacted]. Several were not in stock and placed on backorder status. We have learned that many parts for UTV’s are not readily available in the United States and must be ordered from overseas. The delivery time often exceeds six to eight weeks, which is regrettably unavoidable.Once the parts arrived, we did learn the windshield that was sent did not fit your unit. That was corrected and another one designed for your unit was located. The service provider assigned to your unit informed us they completed the repairs to your unit at your home on Tuesday November 3, 2015. The repairs included the installation of the following. All door returns - Front and Rear skid/brush plates - Driver side seats - 12 volt plug and wiring - Shifting boot - Complete bumper protector - Main batteryThe information you received from the store manager that sold you the Service Plan was not entirely accurate as there are several exclusions listed in the “What is Not Covered” provision of the terms and conditions for the plan you purchased. Damage as result of accident is not covered. The service technician stated the UTV had hit a largelimb which caused the damage to the roof and roll bars. He had the parts necessary to correct those items with him and did so.The service technician provided information that all of the repairs you requested were completed. We recognize the length of time to fully complete the repair was excessive and took this into consideration when approving some of the repair items. I hope this response provides you with the necessary information to close out this complaint filed against N.E. W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### or by e-mail at [redacted]@asurion.com.Regards,Ken P[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, provided the terms of the resolution are completed.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Never received the shipping label. All I want is my shipping label! This company does not deserve the ratings you give them. I just want the shipping label so I can wipe my hands with this useless company.
Regards,
[redacted]
December 4, 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 copied below.
I have had this computer in service on multiple occasions. It will only work for a short time and then crashes again. Multiple attempts at repair fail I have had this computer in service on multiple occasions. It will work for a short time and then do the same thing over and over again. It is unusable. It should be replaced.
The desired resolution listed in your complaint is to receive a replacement computer.
A review of your service history for the replacement plan you purchased has been completed. The research revealed your [redacted] laptop computer has been serviced through N.E.W. on four occasions ranging between June 2013 and October 2014. On November 20, 2014 you contacted N.E.W. a fifth time to notify us of problems still associated with your computer. Due to the multiple repair attempts with problems reoccurring, a decision to provide a reimbursement of the purchase price paid for the laptop including sales tax was approved November 22, 2014. The reimbursement will be issued via an e-gift card. If you have not received the e-gift card upon receiving this letter, please contact me directly at the phone number below.
We regret your experience with our company was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted] - Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
January 6, 2015Dear [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:The Company has poor service and horrible response for repairs to a broken screen on my laptop. Needs communication within the company to be improve I sent in a lap top for repair of broken screen they returned the computer to me NOT FIXED sent back and it went to wrong dept said they would send to correct dept never happened sent computer back to me to send to correct department took over 3 months and still not resolved. VERY POOR communication within the company!! I bought 6 laptops from office depot and 6 warranty's over 8000.00 will never use again!The desired resolution listed in your complaint is:I want my screen repaired and the lap top returned to me ASAP. If not, I want the money to replace the laptop and to be reimbursed for the cost of reinstalling info on computer (software co fees).A review of your service history for the service plan you purchased has been completed. The research revealed your laptop being repaired on December 19th and in route back to you. There were notes to indicate your laptop had been registered as a tablet and not a laptop. This caused a service delay due to your laptop being routed to the incorrect facility for repair. The laptop had to be sent back to you and rerouted to the correct facility. There was also a 2 day delay associated with parts that were ordered to repair your laptop.I called the contact number ###-###-#### listed in your complaint on December 19th and left the [redacted] tracking number [redacted] that your laptop was being returned under. Your laptop was delivered on December 23rd.We spoke on December 29th and you verified receiving your laptop back and that it was working properly. I advised that I was in our Compliance department and any claims needed in the future could be processed by calling me directly. You voiced your concern about the problems you had experienced with this claim and advised me you did not want to utilize N.E. W. for filing any future claims. I apologized for any inconvenience and asked for you to reach out to me directly if claims were needed.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.Sr. Compliance Coordinator
December 9, 2014
[redacted]
[redacted]
San Diego, CA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You purchased a [redacted] tablet from [redacted].com in February 2014 with a 24 month replacement Plan provided by N.E.W. In November 2014 the tablet was dropped. You contacted N.E.W. and were informed you would need to provide proof of purchasing the replacement Plan. Your understanding was that replacement Plans for products purchased online were automatically registered with N.E.W. You submitted the requested documents and would like for the Plan to be honored.
The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the tablet.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. November 6, 2014 stating your tablet had been dropped and would not power on. You were advised N.E.W. would require proof of purchase. Upon receiving the proof of purchase, N.E.W. would forward a return shipping label so you could send the tablet to our service center. You submitted the requested documents which were verified and the claim was approved November 9, 2014. N.E.W. attempted to send the return shipping label to you via e-mail however you notified us November 12 that you had not received it so another label was sent to you via e-mail. Service history notes indicate an effort to troubleshoot the problem with your tablet was performed successfully November 27, 2014 and that no further action was required.
Your tablet and replacement plan have been successfully registered. Your Plan with N.E.W. expires February 28, 2016. Please feel free to contact me directly if you have any further problems with your tablet.
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
December
22, 2014
[redacted]
[redacted]
[redacted]
Shawnee,
KS [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Better Business...
Bureau of
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
Asurion and its member company N.E.W.
Customer Service Companies, LLC (N.E.W.), is a third-party administrator
of extended service plans, buyer protection services and product support
programs that serves more top consumer electronics retailers than any other
provider. N.E.W. offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint
filed with the Revdex.com you state the following:
“I purchased through the vendor [redacted],
an Asurion extended warranty for my newly purchased [redacted] ($319.00) and
this product malfunctioned during the covered period of the warranty. I then
filed a claim with Asurion and they were really good about getting me a
shipping container to send in my malfunctioning product to them. Shortly after
this, I was informed by Asurion that the product was un-repairable and that the
cost of the item would be refunded to me for this amount in the form of a check
that would be mailed to my home in 10-15 business days. This check never
arrived. I called the company and they verified that my address was incorrect,
as I had recently moved and they assured me that they would mail out a check in
the amount of $319 and that I should receive this in 10-15 business days. This
check never arrived. I called the company again and they apologized for this delay
and informed me that I should receive the check in 10-15 business days. This
check never arrived. Today I called the company ([redacted]) and informed them
that I did not receive this promised check, to which the customer service agent
apologized and told me that I should receive my check in 10-15 business days.
This is unacceptable! Why is this company allowed to operate without any
recompense for simply not adhering to the agreement that we entered into with
good faith? I cannot in good conscience recommend this company to anybody, as
they apparently do not know what it means to hold up to their end of the
agreement of warranty...although they apparently know how to take your money
for their empty promises.”
The
desired resolution listed in your complaint is to receive reimbursement for
your product as soon as possible.
A
review of your service history for the service plan you purchased has been
completed. The research revealed your check being sent to you overnight on
December 9th under [redacted] tracking [redacted]. I called the contact
number listed in your complaint on December 9th and 12th and
left a voice mail with this information. I also ask for you to call me with any
additional concerns or unanswered questions.
As
of the date of this letter I have not heard from you. I hope this response
provides you with the necessary information to close out this complaint filed
against N.E.W. If we can be of
further assistance to you regarding this matter, please do not hesitate to
contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com
April
9, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
N.E.W. received your rebuttal
statement regarding our reply to your original complaint filed with the RevDex.com. Your original complaint is summarized again below.
Asurion was the insurance company used by [redacted] to
repair or replace faulty equipment. They refuse to repair the item and will not
replace it either. When I contacted
Asurion about replacing my item I was hung up on. When I finally did get them
to commit to a refund they would only give a partial refund.
The desired resolutioon listed in your complaint is to
receive a replacement tablet with similar specifications and a warranty that
will be honored.
Our first response to your complaint is summarized
below.
A review of your service history revealed a claim for
an [redacted] tablet was initiated February 23, 2015 after it would no longer power
on. The claim was approved and a prepaid
return shipping label was provided for you to forward the item to our depot
center. Upon receiving the tablet, a reimbursement of the full purchase price
including sales tax will be issued to you.
In the section of the Terms and
Conditions labeled What is Covered
you will read the following:
What is Covered: This Plan covers parts and labor
costs to repair or replace your product in the event the product experiences a
breakdown. If we determine that we cannot service your product as specified in
this Plan, we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the
original purchase price of that product, including taxes, as indicated on your
sales receipt. Non-original manufacturer’s parts may be used for repair of
the product if the manufacturer’s parts are unavailable or more costly.
You will also read in the
section of the Terms and Conditions labeled Limit of Liability the following:
Limit of liability: For any single claim, the limit of liability under this Plan is
the lesser of the cost of (1) authorized
repairs, (2) replacement with a product with similar features, (3)
reimbursement for authorized repairs or replacement or (4) the price that you paid for the product. The total liability under this Plan is the purchase price you paid for
the product; in the event that the total of all authorized repairs exceeds
the purchase price paid for the product or we replace the product with another
of equal or greater value, we shall have satisfied all obligations owed under
this Plan and the Plan shall terminate.
Your rebuttal statement is
summarized below.
The warranty was sold to you as fix or replace. The
option to refund the purchase price at our discretion was never brought up. You
never signed anything stating a partial refund would be acceptable. The only
option you would accept is a replacement with an equivalent tablet.
You mention in your complaint that N.E.W. is
only offering a partial refund for the tablet. We are providing the full
purchase price including sales tax paid for the tablet. This is the dollar
amount you provided to N.E.W. when you registered your tablet with the
Service Plan. This is the maximum amount we have always stated we will provide.
I refer you again to our Limit of Liability statement which reads:
The total
liability under this Plan is the purchase price you paid for the product.
I’m
sorry if you were unaware of the Terms and Conditions of the extended Plan when
you registered your product with N.E.W. A copy was available on [redacted] website
when you purchased the tablet online. Copies were and remain available at their
brick and mortar store locations. If you
prefer not to complete the claim, we will gladly cancel and provide a refund of
the purchase price you paid for the extended Plan.
As
I mentioned in our original reply, we regret your experience has been less than
satisfactory, however we stand by our position that the purchase price amount
including sales tax is the maximum amount we will provide when fulfilling a
claim.
Respectfully,
Ken P[redacted]
Compliance Coordinator | [redacted]
[redacted] | www.asurion.com
[redacted]
January 26, 2015
[redacted]
Humble, TX 77346
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
Approximately nine months before the original protection plan expired,
you purchased a renewal protection Plan for an [redacted] laptop computer
administered by N.E.W. Your original
Plan had coverage for Accidental Damage Handling (ADH). You were advised the
renewal Plan would also cover accidental damage. When you renewed the
protection Plan you requested a copy of the renewal Plan’s terms and
conditions, as well as a receipt for the purchase of the renewal Plan. You were
advised that was not possible, but the Plan information was in our system and
if you needed to submit a claim to simply contact us. Your computer sustained
damage to the screen so you contacted N.E.W. to request a service repair. The
service request was denied with an explanation that the renewed Plan did not
provide coverage for ADH.
The desired resolution listed in
your complaint is for the repair of your laptop computer to be approved and to
receive a refund of the purchase price you paid for the renewal Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed the service plan for your laptop was renewed March 12, 2014 and paid
for with a credit card. Notes were added to your account on April 8, 2014
confirming the renewal. A service
request initiated January 3, 2015 to repair a damaged screen was denied with
notes stating your original service plan did provide coverage for ADH, but the
renewal plan did not.
I spoke with you to discuss your
concerns. I agreed that your original service plan did provide coverage for
ADH. I believed your understanding was that when you renewed your Plan the same
coverage would carry over. As we did not provide you with any documentation
advising what was not covered under the renewal, I agreed to approve a service
request to repair the damaged screen on your laptop. I will follow up to be
certain a return shipping box and label are sent to you and that the repair is
completed in a timely manner. You agreed this would provide a satisfactory
resolution. As we are approving a service request and your renewal plan will be
in effect until March 17, 2017 we are unable to reimburse the purchase price paid
for the renewal 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,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite
300 | Nashville, TN 37211
December 9, 2014
[redacted]
Atchison, KS [redacted]
Case # [redacted],
On behalf of Asurion please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file...
number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion, LLC and its member companies to include N.E.W. Customer Service Companies, Inc. (Asurion), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service. Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
Asurion has been difficult to work with during the processing of your claim. You received your [redacted] from a service repair with a cracked screen and are uncertain how to proceed. You submitted an additional claim with Asurion, as well as a claim with [redacted] who delivered the [redacted].
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the [redacted].
A review of your service history for the service plan you purchased has been completed. The research revealed Asurion was contacted October 28, 2014 regarding your [redacted] that needed repair. A service request was approved and the [redacted] was received at the assigned service center November 5, 2014. The repair was completed November 7, 2014 and returned to you on November 12. 2014. Upon receiving the product you stated the screen was cracked. The service center that performed the repairs was notified and a damage claim with [redacted] was initiated. [redacted] advised their investigation may take 10-15 days which was unacceptable to you.
In an effort to provide a better customer experience, a request to provide you with a reimbursement of the purchase price paid for the [redacted] including sales tax, via an e-gift card, was submitted and approved. You confirmed receiving the reimbursement during a phone call with Asurion November 19, 2014. As the desired resolution listed in your complaint was fulfilled we consider the matter to be resolved.
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
November 10, 2014
[redacted] **
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under...
the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You notified N.E.W. on September 16, 2014 that your television was returned to you without a stand, power cord, or a remote control after it was repaired. You state these items were included with the television when you sent it to N.E.W. for repair in June 2014. You were advised that as the television was returned to you in June, and that you waited until September to notify N.E.W. of the missing items, that too much time had passed and the items would not be returned. You explained the television had been in storage since being returned and that you just recently discovered the items were missing. A supervisor agreed to send you a stand, power cord, but stated a remote would not be included. This was acceptable to you. You later received the stand, a remote, but no power cord. The supervisor you previously spoke with stated that because a power cord could not be located, N.E.W. would provide a refund of the purchase price paid for the television via a [redacted] gift card. A gift card was issued however it was delivered to the wrong address. A second gift card was issued but was also delivered to the same wrong address.
The desired resolution listed in your complaint is to receive the reimbursement you are expecting.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed your statements in the complaint. We respectfully request customers inspect and confirm all repairs have been completed to their satisfaction within 30 days of receiving a returned item. If there are still issues, we are in a better position to address them. Due to the length of time that passed between when you received your television after being repaired, and when you notified N.E.W. of the missing accessories, the service center could only confirm they had no record of any accessories being included when your television was delivered to them. As a goodwill gesture, N.E.W. agreed to send a stand, and a power cord. You agreed to this. You received a stand and a remote control, but no power cord. Only later did we discover a power cord for your television could not be located. It was at this point a reimbursement via [redacted] gift card of the purchase price paid for your television was offered to you.
When a gift card reimbursement is to be issued to a [redacted] customer, N.E.W. will provide the necessary funds to the [redacted] Corporation who then issues a [redacted] gift card to the customer. The address that was thought to be the incorrect address was actually Target’s corporate address in Minneapolis. The funds had been sent to [redacted] so they could issue a gift card to you. We will coach the representatives associated with your claim so they have a better understanding of the service history notes they are viewing.
Our records indicate a reimbursement check was issued November 5, 2014 with the special instructions to overnight it to you. Our most recent notes indicate it was not sent overnight as intended but rather through regular US Postal Service delivery. An additional $100.00 has been approved as a goodwill gesture due to the numerous issues associated with your claim. A corporate resolution specialist spoke with you Friday November 7, 2014. He stated he would follow up with you to confirm you have received the reimbursement you are expecting. You are also welcome to contact me directly if would like to discuss your experience further.
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
January
30, 2015
[redacted]
[redacted]
[redacted]
Guilderland, New York 12084
Case # [redacted]
Mr. [redacted],
N.E.W. received your second rebuttal January 29, 2015 with
information that you rejected our response to your first rebuttal. You reiterated
that you made two calls to N.E.W. which
I confirmed we have no record of. No one has disputed that you made those
calls. We simply have no record of them as we do not record each incoming call
to our customer service center. I agree that if a representative spoke with you
they should have notated your account, but that did not happen. This is a
matter that we need to address internally.
You restate that during one of
these conversations that a N.E.W.
representative advised you if the manufacturer was denying or delaying your
claim that N.E.W. “will take care of
it”. In your original complaint you provided information that the floor sweeper
sustained a “mechanical breakdown” with no further information about what
occurred to the product. You referred to the enhanced coverage provision of the
terms and conditions which does provide coverage for accidental damage from
handling for portable electronic products. As such I will submit a request to
reimburse the purchase price in the amount of $49.88 plus sales tax due to
accidental dam[redacted]. You will receive a reimbursement in the form of a [redacted]
e-gift card sent to the e-mail address you provided to the RevDex.com. This will fulfill the terms of the Replacement Plan administered by N.E.W. The cost of the Plan will not be reimbursed as
it is the existence of the Plan that will allow for the reimbursement of the
purchase price paid for the product.
I sincerely regret your
experience with N.E.W. was not to
your satisfaction. I hope the information provided in this letter is sufficient
for you to close the complaint filed against N.E.W.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] |
Nashville, TN 37211
June 23,
2015
[redacted]
West
Park, FL [redacted]
Case #
[redacted]
[redacted],
On behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the above
referenced file number. I would like to offer my apology that your experience with
Asurion did not meet your expectations.
Asurion Service Plans. Inc.
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
Asurion strives to provide
world class customer service. Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According
to your complaint filed with the Revdex.com, you contacted Asurion
November 26, 2014 regarding your [redacted] air purifier. You were advised on that call that your
coverage with Asurion would not begin until after the manufacturer’s warranty
expired. You called Asurion again on May
30, 2015 and were advised the Asurion coverage began on the date of
purchase. Due to the misinformation
provided to you, your Plan with Asurion expired leaving you unable to submit a
claim for a broken product.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid with
tax for the air purifier.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted Asurion November 26, 2014 regarding a [redacted] air
purifier. The representative you spoke
with added a note that you were referred to the manufacturer as your product
was still under their original warranty.
The replacement Plan you purchased did begin upon the date of
purchase. It does not replace the
manufacturer’s warranty but rather provides certain additional benefits such as
coverage for damage sustained by power surges.
Issues covered by the manufacturer’s warranty are solely the
responsibility of the manufacturer. Upon
the expiration of the manufacturer’s warranty the replacement Plan provided by
Asurion continues to provide power surge coverage as well as the coverage
provided by the manufacturer.
Due to the misinformation,
Asurion has agreed to extend the expiration date of your plan through July 31,
2015 so that you may submit a claim for your air purifier. Upon completion of your claim you will
receive a full reimbursement of the purchase price paid for your air purifier
including sales tax. I left a voicemail
message advising you that the Plan had been extended and to call our toll free
number ###-###-#### to file a claim. I
also left my contact information with a request to call me directly if you have
any further issues or concerns.
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]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
June
8, 2015
[redacted]
Warwick,
RI [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
submitted a claim with N.E.W. for a computer. You were instructed to send it to
a service center for repair. You do not want to send it to the service center
due to a prior unsatisfactory experience having a computer repaired.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
computer without submitting it to N.E.W.
for service repair.
A review of your service history
for the service plan you purchased has been completed. The research revealed you
submitted a claim for a computer on May 27, 2015 stating it will not power on
due to a power surge. You informed our
representative that you did not want to submit the product for repair due to a
prior claim to repair another computer not going well. You also informed our
representative that I had advised you I would provide a reimbursement of the
purchase price paid for the computer without having it sent to our service center. You left a voicemail for me stating that our
representatives were “giving you a hard time”.
I assisted you with a prior claim
when you filed a complaint with the Revdex.com regarding a Lasko
fan. You refused to send the fan to our
depot center and wanted a reimbursement of the purchase price. Because you filed a prior claim for another
fan and the claim was completed without having to send the product to us, I made
a one-time exception and fulfilled your desired resolution and provided a
reimbursement which you confirmed you received.
I provided my contact information with instructions to call me if you
ever needed further assistance. I never advised you I would provide a
reimbursement for any other product without first submitting it to our service
center.
I returned your phone call and
stated prior claim fulfillment had no bearing on present or future claim
fulfillment. I also advised you would
need to send the computer to our service center with a prepaid return shipping
label provided to you, and that I would be happy to oversee the claim until it
was completed. I also stated if you did
not wish to send the computer to our service center you could have it repaired
locally and as long as the problem was a covered failure we would reimburse you
the cost of the repair. We ended the
phone call with you stating you would need to think about it.
Further research also revealed
that you have filed multiple claims this year for different products and
consistently escalate in an effort to have the claims fulfilled without having
to follow our established guidelines. The fact that exceptions to our
guidelines have been made for you on prior claims does not mean exceptions will
be made to current or future claims. We
will only provide a reimbursement of the purchase price you paid for your
computer if it is determined to be unrepairable or if it meets our “no lemon”
policy guidelines which are printed in the terms and conditions of your plan.
No Lemon Policy:
After
three (3) service repairs have been completed on an individual product, for the
same defect, and that individual product requires a fourth (4) repair, as
determined by us, we will replace it with a product with equal or similar
features and functionality equal to the current market value of the product,
not to exceed the original purchase price of the product.
The claim for your computer will remain open for 180 days
from the start date of May 27, 2015 if you wish to continue with the service
repair.
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 615-445-2404.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone 615.445.2404 | Fax
615.445.3348 | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I still have not received the check in the mail for the balance of the phone. Although, I will say that I do appreciate the honesty in the response and confirmation of all my issues. To add to this issue and I'm not sure if this is the appropriate place for it but, I have a second phone that is insured with Asurion which I cracked the screen on yesterday. I contacted them yesterday and was told again they did not have a product to replace mine and they would need to issue the money for the phone. I am NOT going to deal with that process again and payed $117.00 to fix the phone on my own, which makes the plan basically useless to me. If I buy a plan that can replace my phone, I expect they can do that, and I see here twice that is not the case. Also, there should be a much better process of handling a warranty plan on a cell phone as people depend on their phone, and being without it for a long period of time, is unacceptable. I am going to [redacted] when I receive the check to purchase a new phone (for the additional issue) and, at that time, I will request a reimbursement for the amount I paid for the warranty plan for the second phone I had an issue with yesterday. The warranty plan was purchased at [redacted] as a [redacted]/Asurion plan.
Regards,
[redacted]
June 16,
2015
[redacted]
[redacted]
Selma,
IN [redacted]
Case #
[redacted]
[redacted],
On behalf of Asurion, please accept this letter in
response to your inquiry filed with the Revdex.com of Metro
Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with Asurion did not meet your
expectations.
Asurion Service Plans. Inc.
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
Asurion strives to provide
world class customer service. Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According
to your complaint filed with the Revdex.com, Asurion did not offer
to repair your television under the terms of our agreement in a timely
fashion. On May 10, 2015 you submitted a
claim with Asurion because your television stopped working. You were first
assigned a service provider that no longer services your area. It took another day to locate a second
service provider. It was ten days from
your initial contact with Asurion before anyone was able to look at your
television. A service repair was
completed May 20, 2015 only to have the television quit working again six days
later. When you contacted Asurion again you were advised it would be June 3rd
before another technician could provide an in-home service appointment.
The desired resolution listed in
your complaint is to receive a replacement television.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted Asurion May 10, 2015 to report an issue with the volume of your
television. A service center was
assigned to provide an in-home appointment with you. You contacted the service
center in an effort to determine when the appointment would be scheduled. They informed you they no longer serviced your
area. At the time of your conversation with the service provider, Asurion was
not aware they no longer serviced your area.
Asurion attempted to locate another service provider before contacting
you so that we could provide the new servicer’s information to you. Once a second service provider was approved
an in-home appointment was scheduled for May 20, 2015. The technician assigned to your television
added notes that he replaced the mother board with one provided by the
manufacturer and that it passed all tests.
On May 26, 2015 you notified Asurion the same issue with the volume had
returned. Another in-home appointment
was scheduled for June 3rd.
The assigned technician contacted Asurion after the appointment to
inform us a required part was no longer available. The following day June 4th a
request to reimburse the purchase price you paid for the television was
approved. The reimbursement via e-gift
card was invoiced on June 5, 2015. If
you have not received the e-gift card reimbursement upon receipt of this letter
please contact me at ###-###-####.
I hope this response provides you
with the necessary information to close out this complaint filed against Asurion.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at the phone number above.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
January
28, 2015
[redacted]
Complaint
ID# [redacted]
Dear
Ms. [redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W.
Customer Service Companies, LLC and its member companies (N.E.W.), is a
third-party administrator of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. N.E.W. offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
N.E.W.
strives to provide world class customer service. Each call or letter that
comes into N.E.W. regarding concerns or issues relating to our service
plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
“I
was sold "replacement coverage" then told they do not cover my
particular product that I purchased it for. I called to use the coverage which
was sold to for a Intel Airbed/Couch. The product started to deflating. For no
reason, I came home from work and notice the couch was not looking like a
couch. So after inflation it still deflated. I call to have it replaced. During
the attempt to file a claim I was informed that the coverage only covers the
built-in motor. It does not address deflation issues. The problem with this
statement is the product does not have a "built-in" motor. It is a
dual purpose inflatable product that was used primarily as a couch seeing that
I purchased two inflatable products that day. One was the airbed/couch and the
other was an airbed for sleeping purposes. When I was sold this product I was
lead to believe that it was covered for deflation purpose not for a motor that
does not exist in the product that I purchased.”
The
desired resolution listed in your complaint is as follows:
“To
replace the product that I was sold the coverage for...”
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim was initiated by your calling the toll
free number for the Product Care Plan on January 15, 2015. You were
advised at that time to contact your local Walmart store due to the air
mattress you purchased not qualifying for the plan you were sold for it. N.E.W. stopped covering air furniture in
July 2014. N.E.W. also no longer
covers air furniture unless it has a built in pump. A Resolution Specialist
named Leigh Ann called the contact number listed in your complaint ###-###-####
on January 19th and 23rd but the recording she received
indicated “the customer you are trying to reach is not available, please try
your call again later”. Leigh Ann sent an email to you at [redacted] on January 23rd.
A voicemail was able to be left on January 26th by Leigh Ann and you
responded to her voicemail with a message but did not provide the information
Leigh Ann requested.
I received an email from Leigh
Ann on January 27th to advise that you provided her with the
information we needed to file your claim. We are
more than happy to process your claim but need to confirm what you prefer to
receive as claim payment. Your claim can be paid with a Walmart gift card or a
check. The gift card can be emailed to you and the check mailed. As of the date
of this letter we have not received enough information from you to process your
claim.
Please
contact Leigh Ann at ###-###-#### so she may further assistance to you to
complete your claim. Please do not hesitate to contact me directly at
###-###-#### if I can help.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com
March, 4, 2015
[redacted]
Cincinnati, OH [redacted]
Case # [redacted],
N.E.W. received
the comments you provided to the Revdex.com on February 24, 2015. Your statement is copied below.
I am not really rejecting the response,
but I do not want my complaint closed until I receive my reimbursement. This
has been going on for months so I do not want my complaint closed until I
receive payment.
Regards,
[redacted]
N.E.W. issued a check payable to you for the reimbursement of your tablet
after we confirmed a stop payment was completed for the most recent gift card
we attempted to have sent to you. The
check was sent to the address at the top of this letter via [redacted] standard
overnight delivery with a tracking number ending in [redacted]. The [redacted] website indicates it was delivered
Monday March 2, 2015 at 1:51 p.m. I left
a voicemail message for you yesterday March 3, 2015 requesting a call back as
soon as possible if you did not receive the check. As of the writing of this
letter I have not heard from you. Please let me know if you have any further
concerns regarding your claim. We want to be certain you are satisfied with the
resolution.
Kindest
regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
February 12, 2015
[redacted]
PO Box [redacted]
Dover, NJ [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, a
[redacted] camera was lost in transit after you were instructed to send it to an
N.E.W. service center. You were advised
that you would need to submit a claim with the shipper, [redacted]
([redacted]), for a lost item. You attempted to do so however [redacted] informed you the
party that generated the return shipping label would be the party required to
submit the claim. Repeated phone calls to both [redacted] and N.E.W. have yielded
no results. You feel as though each party is attempting to avoid responsibility
for the lost item.
The desired resolution listed in
your complaint is a refund of the purchase price paid for your [redacted] camera.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you submitted a claim November 18, 2014 for your [redacted] camera which
was originally purchased at [redacted]. Our service center provided you with a
prepaid return shipping label. Upon receiving the item, you were to be
reimbursed for the purchase price that you paid. On December 8, 2014 the
service center assigned to receive your product did receive a shipping envelope
with the return label they provided to you however the envelope was empty. The
reimbursement was denied with instructions you would need to file a claim with
[redacted]. You attempted to do so without success. [redacted] informed you the party that
generated the return shipping label, and paid for the shipment would be
required to submit the claim. A request was submitted to file a lost item claim
with [redacted] however no further action occurred. In an effort to provide a better
customer experience, a decision was made to provide a reimbursement check to
you for the purchase price paid for the [redacted] camera. The reimbursement check
will be sent via USPS certified mail to the address at the top of this letter.
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 ###-###-#### or by email at [redacted]@asurion.com.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211