March 10, 2015
[redacted]
[redacted]
Orlando, FL 38284
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
submitted your laptop computer to N.E.W. for repair on four occasions. You were
advised you would receive a reimbursement of the purchase price paid for the
laptop only to be told later that the laptop did not qualify for a
reimbursement because the problem was software related. As N.E.W. replaced the Operating
System, N.E.W. should be responsible for problems associated with the software.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
laptop.
A review of your service history for the replacement plan
you purchased has been completed. The research revealed a reimbursement of the
purchase price paid for the laptop was submitted and approved February 25,
2015. A check was issued to you and sent
February 26, 2015 via [redacted] next day delivery top the address at the top of
this letter. The [redacted] website indicates it was delivered at 11:07 am Friday
February 27, 2015. If you did not
receive the reimbursement check please contact me directly at ###-###-#### or
by e-mail at [redacted].
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
October 28, 2014
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania,...
under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
N.E.W. failed to repair your [redacted] product correctly. On the first repair attempt your charging cable was replaced without a good explanation. On the second repair attempt the charging cable was lost, even though the return package slip indicated it was included. Your requests to speak with a supervisor were ignored as were your requests for employee id numbers from the representatives you spoke with.
The desired resolution listed in your complaint is to receive a new original manufacturer’s equipment charging cable or a new 32gb [redacted] tablet.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you spoke with a supervisor named Amy on October 20, 2014 and expressed your concerns regarding the service repairs. Amy agreed to submit a request to reimburse you the full purchase price including sales tax paid for the tablet which you can use to purchase another. You agreed to this resolution. The reimbursement check was invoiced October 22, 2014.
We at N.E.W. appreciate you as a customer and regret your experience was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
kp[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
February 20, 2015
[redacted]
Chokio, MN [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. November 3, 2014 to have your camera repaired
after fault codes indicated something was wrong. The camera was returned to you
November 28, 2014 with a note that the main PCB board was replaced, and the
image sensor was cleaned and calibrated. Upon trying to use the camera for the
first time after repair, you noticed there were now different fault codes
appearing on the display. The camera was returned to an N.E.W. service center a
second time. This time it was returned to you unrepaired with a note the main
PCB board had sustained water damage. As the PCB board was replaced during the
first repair, and the camera did not work properly the first time you attempted
to use it after being repaired, you believe the water damage occurred while at
our facility or during the return shipping to you.
The desired resolution listed in
your complaint is for the camera to be repaired or replaced.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
your camera was repaired and returned to you November 28, 2015. On December 2,
2014, four days after receiving your repaired camera, you notified N.E.W. that there were other problems
occurring with your camera. You were instructed to return the camera for a
second service request which was later denied due to water damage.
I spoke with you regarding your
concerns. I believed your statement that when you attempted to use the camera for
the first time after being repaired it did not work. I also believe it is
possible faulty parts may have been used during the first repair resulting in
the camera not working with new fault codes displayed. In an effort to resolve your complaint and
for customer satisfaction I offered to reimburse the purchase price you paid
for the camera. You stated this would provide a satisfactory resolution. I
requested the reimbursement be overnighted to you once it has been issued, and
that you should expect it within 7-10 business days.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
November
20, 2014
[redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC &...
Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
You have purchased two plans from
Asurion for your two [redacted] tablets on May 16, 2014. It was 2 months before one of
your tablets was covered. Now the second one needs to be covered and it’s been
three months since you initiated your claim.
The
desired resolution listed in your complaint is to receive a refund for the
tablets he purchased and the plans.
I
called the contact number ###-###-#### listed in your complaint on November
10, 2014 and left a voicemail message for a return call to discuss your
compliant. After not hearing from you, on November 12th I emailed
you to follow up on my voicemail message at [redacted] listed in your
complaint.
As
of the date of this letter I have not heard from you. If I can be of further
assistance to you regarding this matter, please do not hesitate to contact me
directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
February 19, 2015
[redacted]
Sioux Falls, SD [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com you
purchased [redacted] portable speakers from Walmart with an extended protection
plan. You submitted a claim with N.E.W. and were advised to forward the product
to us. You were advised upon receipt of the product N.E.W. would provide you a
reimbursement of the purchase price paid. There was an issue providing you with
a return shipping label but that was resolved and you did submit the product to
N.E.W. as requested. After the product
was received you were notified the issue should be addressed by the
manufacturer’s warranty. We stated the product would be returned to you,
however that did not occur.
The desired resolution listed in
your complaint is to receive the reimbursement you were originally advised
would be provided.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed our service center received your product January 12, 2015. On January
15, 2015 we informed you the item should be covered under the manufacturer’s
warranty and we were returning the item to you unrepaired. There is no
indication the item was returned to you. The service center was unable to
provide a return tracking number. There are no notes to support that it was
returned to you. As such, I offered to provide you a reimbursement of the full
purchase price plus sales tax. You indicated this would be a satisfactory
solution. The reimbursement has been approved. The check will be sent to the
address at the top of this letter via next business day delivery once it is
available.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted].
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. Id also like to thank you for your hard work. I was treated like a nuisance and felt helpless dealing with Asurion company directly, and it was only after your hard work that I was treated like a paying customer.
Regards,
[redacted]
June
8, 2015
[redacted]
[redacted]
Houston,
TX [redacted]
Case
# [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com, you
submitted a claim with N.E.W. for a DJ controller station. You submitted the
product to our service center as requested. You included a letter requesting a
phone call from the technician assigned to repair your product, but never
received one. The item was returned to
you marked as repaired however it was in the same condition as when you
originally submitted it to our Service Center.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
DJ controller station.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. March
6, 2015 regarding an issue with your DJ controller station. You were informed
to contact the manufacturer as the item was under their warranty. You did so but the manufacturer advised their
warranty had expired. N.E.W. approved
a service request. A prepaid return shipping label was sent to you so you could
forward the item to our Service Center.
The product was received on March 26, 2015. The technician assigned to
the repair marked it as complete with a note that the item passed all function
tests and an AC leakage test. You
received the item from our Service Center April 3, 2015. Upon receiving the
controller station you notified N.E.W.
that it was unrepaired. Another prepaid return shipping label was sent to you
on April 6 so that you could return it for a second repair attempt. It was received on April 16, 2015. On April 20 you called to request the
technician assigned to the repair contact you.
The Service Center was advised to call you at the phone number
registered for you. The technician
attempted to reach you on April 21st adding a note that he left a
message with his phone number. On April 23rd you called to request a
buyout of the product. It was marked as
repaired the same day and returned to you with a [redacted] tracking number ending in
[redacted]. The [redacted] website confirms it was
delivered and left at your front door on April 28, 2015. You contacted N.E.W. the following day to state the
item had been stolen. N.E.W.
initiated a lost item tracer with [redacted] and also agreed to provide you with a
reimbursement of the purchase price. A check for the full purchase price was
approved and invoiced on May 15, 2015 to be sent to the address at the top of
this letter. If you have not received the check upon receiving this letter
please call me directly at ###-###-#### for further assistance.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
December 11, 2014
[redacted]
[redacted]
Wichita, KS [redacted]
Case # [redacted]
[redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
Your HP [redacted] computer was submitted to N.E.W. for repair. You received an e-mail on October 21, 2014 stating the service center assigned to your repair had received the computer and a diagnosis was in progress. On October 31, 2014 you received a phone call stating at some point you dropped the computer and that it had sustained damaged and that the repair would not be completed. You disputed the assertion that you dropped the computer, informing our representative that beginning on the date of purchase it had remained on your desk. The packaging material you received from N.E.W. to forward your computer to the service center was insufficient to secure the product. Your husband needed to add additional stuffing material before sending it to the assigned service center. N.E.W. provided you with pictures of the damage to your computer but did not provide any pictures of the box it was received in that might have confirmed the damage was caused during transit.
The desired resolution listed in your complaint is to receive assistance resolving this problem.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed your statements regarding what transpired during the course of your claim. I spoke with you December 10, 2014 and apologized for a less than satisfactory experience. I stated we are unable to confirm if the damage to your computer occurred at the service center or prior to being received. You were advised the computer was received at the service center and the claim was moving forward, only to be told ten days later that the repair was denied. In light of this I agreed to provide a reimbursement of the purchase price paid for the product. We will provide a prepaid return shipping label and upon receipt of the computer, we will issue the reimbursement.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
November
4, 2014
[redacted]
[redacted]
[redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. 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:
You purchased a [redacted] pedometer from
[redacted] on May 25, 2013 along with a two year product replacement plan. In
August 2014, the [redacted] would not hold a charge and you filed a claim.
Instructions and a [redacted] shipping label [redacted] were sent to your
email for you to utilize in sending your [redacted] in for replacement. You used
the [redacted] label and sent your [redacted] in for replacement. You state an email was
received by you on September 23rd indicating that all required
information to process a reimbursement for your claim was received and a gift
card would be issued in 7 to 10 days. On October 23rd you were
advised the envelope you sent your [redacted] in to N.E.W. in was empty when it was
received, you dispute this. Another emailed was received by you on October 23rd
to inquire if you had received a call advising that another label can be sent
if you still have your [redacted]. The email also advised the number on file for
you to be contacted had been utilized and reached [redacted].
The
desired resolution listed in your complaint is to receive the services you paid
for since you were notified your claim was approved. You request to receive
reimbursement for the purchase you paid for your [redacted].
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim initiated on August 11, 2014 for your
[redacted]. An email was sent to [redacted]
the
same day that contained [redacted] label [redacted]. On September 18th
the tracking number was scanned at [redacted] and N.E.W.
was notified. Your claim was selected for review at that time. On September 24th
notes in your claim reflect the empty envelope was the only thing received. An
email was sent 3 to 5 business days later to advise you of the claim denial. An
emailed was noted as being received from you on October 23rd to
inquire about your reimbursement for the [redacted]. A reply to your email was sent
that same day advising that the package under [redacted] tracking [redacted]
was empty when N.E.W. received it. A
telephone call was also made to you on the same day and your claim notes
indicate the number dialed was not yours. No communication from you is noted
after October 23rd.
I
called the contact number listed in your compliant on October 29, 2014 and left
a voicemail message for a return call to discuss your concerns so an amicable
could be provided.
We spoke on November 3rd, I
apologized for the level of customer
service you stated that you had experienced and assured you that this is not
characteristic of the quality or reliability of our services. I also, let you
know that any feedback from our customers assists us in in improving our
quality of service in the future.
A
Service Solution was approved for you to provide customer satisfaction. A
reimbursement check for the purchase price of your [redacted] should be received by
you by close of business Thursday, November 6th. When asked you had
no additional concerns or questions.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
From: [redacted] <[redacted]>Date: Fri, Feb 27, 2015 at 7:59 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected], I received my refund please close the complaint
March 26, 2015
[redacted] [redacted]
N.E.W. received
your rebuttal to the response we provided as a reply to your original complaint
filed with the Revdex.com on March 1, 2015.
Your original complaint is summarized again below.
According to your complaint filed with the Revdex.com you
purchased a big stand fan which stopped working. You contacted N.E.W. and were
advised you would receive a [redacted] return shipping label, which you were to use to
have the fan sent to our depot center.
You had concerns about sending such a large item. Your Plan expired before the claim was
completed. You were later advised
smaller items are required to be sent to a depot center before receiving a
reimbursement, however for larger bulky items the customer just receives a gift
card reimbursement. When you submitted your claim this was not the information
provided to you. You forgot about your claim while caring for your grandmother
and the Plan expired. You feel because you were given incorrect information
regarding the return of your product you should be reimbursed the purchase
price paid for the fan.
Our first reply is summarized below.
You submitted a claim with N.E.W.
December 12, 2013 regarding a fan that had stopped working properly. A prepaid return shipping label was provided
to you. After no contact from you in over five months an e-mail notification
was sent to you with a request to contact us to continue the claim. The claim was
closed due to no activity on June 15, 2014.
The Replacement Plan you purchase for the fan expired June 9, 2014. We would have honored the claim up to 30 days
past the expiration date of your Plan. You were sent a return shipping label
because the fan was registered in our system as a “portable fan”. Twice in your complaint you mentioned that
you had concerns about shipping the fan due to the size, but you failed to
mention your concern to our representative who could have addressed it. As the only contact with you after the claim
was submitted was more than a year later, and more than eight months after your
Plan expired, we respectfully denied your request to complete the claim.
Your rebuttal statement is copied
in its entirety below.
I never received an email yes I let time
pass after I was told I would receive a shipping label. Because one I just said
I wasn't going to worry about it because it was no way I could send that box.
And #2 I has just [redacted] so therefore I went into a state of
depression. But when I just recently found out about bulky items a light bulb
went off in my head I felt like I was played and that was wrong. On so many
levels because the rep new it was noway that box could be shipped.
I
would first like to offer my sincerest condolences for the [redacted].
I cannot imagine the sorrow that accompanies such a loss.
You
stated in your original complaint that when you submitted the claim you had
concerns about shipping the fan due to the size. Again, you did not mention
your concerns to the customer service representative who could have addressed
the matter at that time. In your rebuttal statement you mention “I wasn’t going
to worry about it because it was no way I could send that box”. You also state our representative knew there
was no way the box could be shipped. As
mentioned in our first reply, the fan was registered in our system as a [redacted] “portable fan”. As such the representative
did not have any information that would lead her to believe the item may be too
large to return. That is why a return shipping label was provided to you. I respectfully submit as you had concerns
about returning the item due to the size, you had a responsibility to make us
aware of those concerns while your plan was in effect. Had you done so, we
gladly would have assisted you. The service history notes indicate we sent an
e-mail notification on May 27, 2014 requesting you contact us to continue the
claim. You stated you did not receive the e-mail. This would have been sent to the e-mail
address that was provided when you registered your fan. We have no way of knowing for certain, but it
may have been delivered to your “junk folder”. You did not contact us in over a year after
submitting the claim and more than eight months after your Plan expired. We stand by our original response to your
complaint.
Sincerely,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] [redacted] [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:
It is the same scripted response that I received on the phone from the customer service representative. It is completely misleading to sell someone a product care plan and when they call to redeem it, they are told to deal with the manufacturer, which will try to have you repair the unit yourself by trouble-shooting, which I refused to do. What if I was physically unable to take apart a vacuum? What is the point of purchasing a product care plan with your company, only to be told to go somewhere else to resolve the issue. I want my money back for the product care plan and you should pay for the shipping of the cord and label, back to Hoover. I will never purchase a product care plan from [redacted] again and I will shop through [redacted] or [redacted] or all the other stores (both online and retail) vying for my money!! I am also posting a negative review on [redacted].com.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
January 8, 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 indicated the following:Your television was repaired by Asurion and returned to you unfastened in the box, not packaged properly. Most of the TV was not functional. The original issue with your television was the picture not displaying that was determined to be a power supply problem. Pieces could be heard rattling around in the television. You were advised the television could be sent back in for repair. You are also dissatisfied with being reimbursed for a blue ray player instead of being provided with a repair on it. This was due to the reimbursement being the price you paid for the blue ray player not what it would cost you to replace it.The desired resolution listed in your complaint is to receive a replacement for your blue ray player and TV that are equal or greater in value.Upon receipt of your complaint filed with the Revdex.com, I called the telephone number your television and blue ray player were registered under ###-###-####. The call was made on January 5th and I left a message asking you to return my call to discuss your complaint. I emailed you on January 6th at [redacted] to follow up on the voicemail message I left the day before.As of the date of this letter I have not heard from you. I would be happy to discuss your compliant, please do not hesitate to contact me directly at [redacted].Regards,Cynthia R.Sr. Compliance Coordinator
[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:
they didn't do what they were supposed to do in the first place and don't want to honor their garbage work done that is substandard and not what I WASTED 150 on to get half way done work and the work that was done like the keys that are a joke was poorly done and theyre just out to rip people off. I will have to let the [redacted] know about this company and the horrible business practices that rip off and abuse their customers. there is no excuse to not stand behind their work unless they're intentionally committing FRAUD. thards,
[redacted]
From: [redacted] <[redacted].com>Date: Thu, Jul 9, 2015 at 4:22 PMSubject: Re: My E-mail AddressTo: [redacted] <[redacted]@myRevdex.com.org>my complaint ID is [redacted] and I would like to let you know that the company that I filed the complaint with has resolved the problem by sending...
me the part requested in the complaint itself.[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: Regarding my complaint. I am pleased I was given the full refund of the purchase price. Ms. [redacted] was very nice the first day she called me and she said she would follow up if I was receiving a check or an [redacted]. No mention came up regarding disposal of the damaged TV. She called me the next day and left me a voice mail and did confirm that I was getting a check not an [redacted]. I got my check that very day and returned a call to thank her for the update. At this time, no mention was made about the disposal of the TV. So I left the message asking about the continuing concern my husband and I haf about getting rid of a very large TV. It was only then she told me that I received a full refund and therefore, getting rid of the TV was our responsibility. The check itself did not mention cashing of it resolved Asurion of disposal. We are very delighted to have received a full refund so we can purchase a similar TV of our choice. We will figure out a way to dispose of the TV, somehow.Thank you for the assistance you gave us. We agree this is resolved.
Regards,continuing
[redacted]
May 7, 2015
[redacted]
[redacted]
Rohnert Park, CA [redacted]
Case # [redacted]
[redacted],
N.E.W. received
your rejection of our reply letter provided as a response to your complaint
filed with the Revdex.com on April 21, 2015.
Your original complaint is resummarized below.
Will not honor their warranty because I am not a liar and told them my
son dropped it outside a child under 5 is an act of god I spoke to customer
service she offered nothing not even to speak to a higher authority – It was
purchased 13/11/30
Our original reply is copied below.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
21, 2015 to report your tablet was damaged. The information you provided the customer
service representative was that your son threw the tablet out the back door.
The Replacement Plan you purchased for your tablet does provide coverage for
Accidental Damage from Handling (ADH). The pamphlet containing the terms and
conditions of the Replacement Plan you purchased has a statement which reads:
Accidental Damage from Handling (ADH) is an added benefit to our
Premium Plans that provides your product with protection from mishaps such as
unintentional and unexpected spills, drops, and cracked screens as a result of
normal use.
The descriptions provided to our
customer service representative and the Revdex.com regarding what
happened to your tablet are not considered to be the result of normal use. This
is the reason your claim was denied. We appreciate your business and regret
your experience with our company was less than satisfactory, however we remain
unable to approve your claim.
You rebuttal statement is copied
here.
I am rejecting this response because: It is not intentional and was
accidental – so issue a new device!
As we stated in our reply,
Accidental Damage from Handling provides protection from mishaps such as
unintentional and unexpected spills, drops, and cracked screens as a result of normal use.
The information you provided the RevDex.com regarding what occurred to your tablet was that it was dropped
by a child under the age of five. The information you provided our customer
service representative was that your child threw it out the back door. In
either event, these damage descriptions are not considered to be the result of
normal use. For this reason, your claim
remains denied. You are welcome to
contact me directly at ###-###-#### if you would like to discuss your claim
further.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
November 14, 2014
[redacted]
[redacted] **
[redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under...
the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
On October 14, 2014 you contacted Asurion to submit a claim for your Acer laptop computer. You were advised by the customer service representative the claim would provide for the repair of your computer and a replacement battery. You called later the same day to confirm the claim had been approved and spoke with a technical service representative who stated it had been. He added notes confirming the repair of the computer and a battery replacement. You were advised you could take the computer to a local repair center and submit the receipt for reimbursement. It was only after you did so that you received an e-mail stating the battery replacement was not covered. This would have been acceptable to you had you been provided this information on your initial call, rather than being told the battery replacement would be covered. Follow up calls to Asurion did not provide any resolution, as you spoke with different representatives who provided conflicting information, or you were advised you would receive a call back which never occurred.
The desired resolution listed in your complaint is to receive a reimbursement for the repair of your computer, and the battery replacement.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. October 14, 2014 to submit a claim for your laptop. Your service plan with N.E.W. expired 34 days prior, however an extension through November 11, 2014 was granted so the claim could be submitted. The service history notes confirm the battery reimbursement was discussed with you.
I spoke with you Tuesday November 11, 2014 to discuss your concerns. You confirmed you did receive the reimbursement for the repair to your computer. I agreed to submit a reimbursement for the replacement battery as I do believe your were advised it would be covered. The purchase price of the battery including sales tax was $118.40.
We at N.E.W. appreciate your business and regret your experience with our company was less than satisfactory. We will utilize your claim as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted].
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
March 10, 2015
[redacted]
[redacted]
Orlando, FL 38284
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
submitted your laptop computer to N.E.W. for repair on four occasions. You were
advised you would receive a reimbursement of the purchase price paid for the
laptop only to be told later that the laptop did not qualify for a
reimbursement because the problem was software related. As N.E.W. replaced the Operating
System, N.E.W. should be responsible for problems associated with the software.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
laptop.
A review of your service history for the replacement plan
you purchased has been completed. The research revealed a reimbursement of the
purchase price paid for the laptop was submitted and approved February 25,
2015. A check was issued to you and sent
February 26, 2015 via [redacted] next day delivery top the address at the top of
this letter. The [redacted] website indicates it was delivered at 11:07 am Friday
February 27, 2015. If you did not
receive the reimbursement check please contact me directly at ###-###-#### or
by e-mail at [redacted].
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
October 28, 2014
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania,...
under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
N.E.W. failed to repair your [redacted] product correctly. On the first repair attempt your charging cable was replaced without a good explanation. On the second repair attempt the charging cable was lost, even though the return package slip indicated it was included. Your requests to speak with a supervisor were ignored as were your requests for employee id numbers from the representatives you spoke with.
The desired resolution listed in your complaint is to receive a new original manufacturer’s equipment charging cable or a new 32gb [redacted] tablet.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you spoke with a supervisor named Amy on October 20, 2014 and expressed your concerns regarding the service repairs. Amy agreed to submit a request to reimburse you the full purchase price including sales tax paid for the tablet which you can use to purchase another. You agreed to this resolution. The reimbursement check was invoiced October 22, 2014.
We at N.E.W. appreciate you as a customer and regret your experience was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
kp[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
February 20, 2015
[redacted]
Chokio, MN [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. November 3, 2014 to have your camera repaired
after fault codes indicated something was wrong. The camera was returned to you
November 28, 2014 with a note that the main PCB board was replaced, and the
image sensor was cleaned and calibrated. Upon trying to use the camera for the
first time after repair, you noticed there were now different fault codes
appearing on the display. The camera was returned to an N.E.W. service center a
second time. This time it was returned to you unrepaired with a note the main
PCB board had sustained water damage. As the PCB board was replaced during the
first repair, and the camera did not work properly the first time you attempted
to use it after being repaired, you believe the water damage occurred while at
our facility or during the return shipping to you.
The desired resolution listed in
your complaint is for the camera to be repaired or replaced.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
your camera was repaired and returned to you November 28, 2015. On December 2,
2014, four days after receiving your repaired camera, you notified N.E.W. that there were other problems
occurring with your camera. You were instructed to return the camera for a
second service request which was later denied due to water damage.
I spoke with you regarding your
concerns. I believed your statement that when you attempted to use the camera for
the first time after being repaired it did not work. I also believe it is
possible faulty parts may have been used during the first repair resulting in
the camera not working with new fault codes displayed. In an effort to resolve your complaint and
for customer satisfaction I offered to reimburse the purchase price you paid
for the camera. You stated this would provide a satisfactory resolution. I
requested the reimbursement be overnighted to you once it has been issued, and
that you should expect it within 7-10 business days.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
November
20, 2014
[redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC &...
Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service. Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
You have purchased two plans from
Asurion for your two [redacted] tablets on May 16, 2014. It was 2 months before one of
your tablets was covered. Now the second one needs to be covered and it’s been
three months since you initiated your claim.
The
desired resolution listed in your complaint is to receive a refund for the
tablets he purchased and the plans.
I
called the contact number ###-###-#### listed in your complaint on November
10, 2014 and left a voicemail message for a return call to discuss your
compliant. After not hearing from you, on November 12th I emailed
you to follow up on my voicemail message at [redacted] listed in your
complaint.
As
of the date of this letter I have not heard from you. If I can be of further
assistance to you regarding this matter, please do not hesitate to contact me
directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
February 19, 2015
[redacted]
Sioux Falls, SD [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com you
purchased [redacted] portable speakers from Walmart with an extended protection
plan. You submitted a claim with N.E.W. and were advised to forward the product
to us. You were advised upon receipt of the product N.E.W. would provide you a
reimbursement of the purchase price paid. There was an issue providing you with
a return shipping label but that was resolved and you did submit the product to
N.E.W. as requested. After the product
was received you were notified the issue should be addressed by the
manufacturer’s warranty. We stated the product would be returned to you,
however that did not occur.
The desired resolution listed in
your complaint is to receive the reimbursement you were originally advised
would be provided.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed our service center received your product January 12, 2015. On January
15, 2015 we informed you the item should be covered under the manufacturer’s
warranty and we were returning the item to you unrepaired. There is no
indication the item was returned to you. The service center was unable to
provide a return tracking number. There are no notes to support that it was
returned to you. As such, I offered to provide you a reimbursement of the full
purchase price plus sales tax. You indicated this would be a satisfactory
solution. The reimbursement has been approved. The check will be sent to the
address at the top of this letter via next business day delivery once it is
available.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted].
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. Id also like to thank you for your hard work. I was treated like a nuisance and felt helpless dealing with Asurion company directly, and it was only after your hard work that I was treated like a paying customer.
Regards,
[redacted]
June
8, 2015
[redacted]
[redacted]
Houston,
TX [redacted]
Case
# [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com, you
submitted a claim with N.E.W. for a DJ controller station. You submitted the
product to our service center as requested. You included a letter requesting a
phone call from the technician assigned to repair your product, but never
received one. The item was returned to
you marked as repaired however it was in the same condition as when you
originally submitted it to our Service Center.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
DJ controller station.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. March
6, 2015 regarding an issue with your DJ controller station. You were informed
to contact the manufacturer as the item was under their warranty. You did so but the manufacturer advised their
warranty had expired. N.E.W. approved
a service request. A prepaid return shipping label was sent to you so you could
forward the item to our Service Center.
The product was received on March 26, 2015. The technician assigned to
the repair marked it as complete with a note that the item passed all function
tests and an AC leakage test. You
received the item from our Service Center April 3, 2015. Upon receiving the
controller station you notified N.E.W.
that it was unrepaired. Another prepaid return shipping label was sent to you
on April 6 so that you could return it for a second repair attempt. It was received on April 16, 2015. On April 20 you called to request the
technician assigned to the repair contact you.
The Service Center was advised to call you at the phone number
registered for you. The technician
attempted to reach you on April 21st adding a note that he left a
message with his phone number. On April 23rd you called to request a
buyout of the product. It was marked as
repaired the same day and returned to you with a [redacted] tracking number ending in
[redacted]. The [redacted] website confirms it was
delivered and left at your front door on April 28, 2015. You contacted N.E.W. the following day to state the
item had been stolen. N.E.W.
initiated a lost item tracer with [redacted] and also agreed to provide you with a
reimbursement of the purchase price. A check for the full purchase price was
approved and invoiced on May 15, 2015 to be sent to the address at the top of
this letter. If you have not received the check upon receiving this letter
please call me directly at ###-###-#### for further assistance.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
December 11, 2014
[redacted]
[redacted]
Wichita, KS [redacted]
Case # [redacted]
[redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
Your HP [redacted] computer was submitted to N.E.W. for repair. You received an e-mail on October 21, 2014 stating the service center assigned to your repair had received the computer and a diagnosis was in progress. On October 31, 2014 you received a phone call stating at some point you dropped the computer and that it had sustained damaged and that the repair would not be completed. You disputed the assertion that you dropped the computer, informing our representative that beginning on the date of purchase it had remained on your desk. The packaging material you received from N.E.W. to forward your computer to the service center was insufficient to secure the product. Your husband needed to add additional stuffing material before sending it to the assigned service center. N.E.W. provided you with pictures of the damage to your computer but did not provide any pictures of the box it was received in that might have confirmed the damage was caused during transit.
The desired resolution listed in your complaint is to receive assistance resolving this problem.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed your statements regarding what transpired during the course of your claim. I spoke with you December 10, 2014 and apologized for a less than satisfactory experience. I stated we are unable to confirm if the damage to your computer occurred at the service center or prior to being received. You were advised the computer was received at the service center and the claim was moving forward, only to be told ten days later that the repair was denied. In light of this I agreed to provide a reimbursement of the purchase price paid for the product. We will provide a prepaid return shipping label and upon receipt of the computer, we will issue the reimbursement.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
November
4, 2014
[redacted]
[redacted]
[redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern...
Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. 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:
You purchased a [redacted] pedometer from
[redacted] on May 25, 2013 along with a two year product replacement plan. In
August 2014, the [redacted] would not hold a charge and you filed a claim.
Instructions and a [redacted] shipping label [redacted] were sent to your
email for you to utilize in sending your [redacted] in for replacement. You used
the [redacted] label and sent your [redacted] in for replacement. You state an email was
received by you on September 23rd indicating that all required
information to process a reimbursement for your claim was received and a gift
card would be issued in 7 to 10 days. On October 23rd you were
advised the envelope you sent your [redacted] in to N.E.W. in was empty when it was
received, you dispute this. Another emailed was received by you on October 23rd
to inquire if you had received a call advising that another label can be sent
if you still have your [redacted]. The email also advised the number on file for
you to be contacted had been utilized and reached [redacted].
The
desired resolution listed in your complaint is to receive the services you paid
for since you were notified your claim was approved. You request to receive
reimbursement for the purchase you paid for your [redacted].
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim initiated on August 11, 2014 for your
[redacted]. An email was sent to [redacted]
the
same day that contained [redacted] label [redacted]. On September 18th
the tracking number was scanned at [redacted] and N.E.W.
was notified. Your claim was selected for review at that time. On September 24th
notes in your claim reflect the empty envelope was the only thing received. An
email was sent 3 to 5 business days later to advise you of the claim denial. An
emailed was noted as being received from you on October 23rd to
inquire about your reimbursement for the [redacted]. A reply to your email was sent
that same day advising that the package under [redacted] tracking [redacted]
was empty when N.E.W. received it. A
telephone call was also made to you on the same day and your claim notes
indicate the number dialed was not yours. No communication from you is noted
after October 23rd.
I
called the contact number listed in your compliant on October 29, 2014 and left
a voicemail message for a return call to discuss your concerns so an amicable
could be provided.
We spoke on November 3rd, I
apologized for the level of customer
service you stated that you had experienced and assured you that this is not
characteristic of the quality or reliability of our services. I also, let you
know that any feedback from our customers assists us in in improving our
quality of service in the future.
A
Service Solution was approved for you to provide customer satisfaction. A
reimbursement check for the purchase price of your [redacted] should be received by
you by close of business Thursday, November 6th. When asked you had
no additional concerns or questions.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
From: [redacted] <[redacted]>Date: Fri, Feb 27, 2015 at 7:59 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected], I received my refund please close the complaint
March 26, 2015
[redacted] [redacted]
N.E.W. received
your rebuttal to the response we provided as a reply to your original complaint
filed with the Revdex.com on March 1, 2015.
Your original complaint is summarized again below.
According to your complaint filed with the Revdex.com you
purchased a big stand fan which stopped working. You contacted N.E.W. and were
advised you would receive a [redacted] return shipping label, which you were to use to
have the fan sent to our depot center.
You had concerns about sending such a large item. Your Plan expired before the claim was
completed. You were later advised
smaller items are required to be sent to a depot center before receiving a
reimbursement, however for larger bulky items the customer just receives a gift
card reimbursement. When you submitted your claim this was not the information
provided to you. You forgot about your claim while caring for your grandmother
and the Plan expired. You feel because you were given incorrect information
regarding the return of your product you should be reimbursed the purchase
price paid for the fan.
Our first reply is summarized below.
You submitted a claim with N.E.W.
December 12, 2013 regarding a fan that had stopped working properly. A prepaid return shipping label was provided
to you. After no contact from you in over five months an e-mail notification
was sent to you with a request to contact us to continue the claim. The claim was
closed due to no activity on June 15, 2014.
The Replacement Plan you purchase for the fan expired June 9, 2014. We would have honored the claim up to 30 days
past the expiration date of your Plan. You were sent a return shipping label
because the fan was registered in our system as a “portable fan”. Twice in your complaint you mentioned that
you had concerns about shipping the fan due to the size, but you failed to
mention your concern to our representative who could have addressed it. As the only contact with you after the claim
was submitted was more than a year later, and more than eight months after your
Plan expired, we respectfully denied your request to complete the claim.
Your rebuttal statement is copied
in its entirety below.
I never received an email yes I let time
pass after I was told I would receive a shipping label. Because one I just said
I wasn't going to worry about it because it was no way I could send that box.
And #2 I has just [redacted] so therefore I went into a state of
depression. But when I just recently found out about bulky items a light bulb
went off in my head I felt like I was played and that was wrong. On so many
levels because the rep new it was noway that box could be shipped.
I
would first like to offer my sincerest condolences for the [redacted].
I cannot imagine the sorrow that accompanies such a loss.
You
stated in your original complaint that when you submitted the claim you had
concerns about shipping the fan due to the size. Again, you did not mention
your concerns to the customer service representative who could have addressed
the matter at that time. In your rebuttal statement you mention “I wasn’t going
to worry about it because it was no way I could send that box”. You also state our representative knew there
was no way the box could be shipped. As
mentioned in our first reply, the fan was registered in our system as a [redacted] “portable fan”. As such the representative
did not have any information that would lead her to believe the item may be too
large to return. That is why a return shipping label was provided to you. I respectfully submit as you had concerns
about returning the item due to the size, you had a responsibility to make us
aware of those concerns while your plan was in effect. Had you done so, we
gladly would have assisted you. The service history notes indicate we sent an
e-mail notification on May 27, 2014 requesting you contact us to continue the
claim. You stated you did not receive the e-mail. This would have been sent to the e-mail
address that was provided when you registered your fan. We have no way of knowing for certain, but it
may have been delivered to your “junk folder”. You did not contact us in over a year after
submitting the claim and more than eight months after your Plan expired. We stand by our original response to your
complaint.
Sincerely,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] [redacted] [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:
It is the same scripted response that I received on the phone from the customer service representative. It is completely misleading to sell someone a product care plan and when they call to redeem it, they are told to deal with the manufacturer, which will try to have you repair the unit yourself by trouble-shooting, which I refused to do. What if I was physically unable to take apart a vacuum? What is the point of purchasing a product care plan with your company, only to be told to go somewhere else to resolve the issue. I want my money back for the product care plan and you should pay for the shipping of the cord and label, back to Hoover. I will never purchase a product care plan from [redacted] again and I will shop through [redacted] or [redacted] or all the other stores (both online and retail) vying for my money!! I am also posting a negative review on [redacted].com.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
January 8, 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 indicated the following:Your television was repaired by Asurion and returned to you unfastened in the box, not packaged properly. Most of the TV was not functional. The original issue with your television was the picture not displaying that was determined to be a power supply problem. Pieces could be heard rattling around in the television. You were advised the television could be sent back in for repair. You are also dissatisfied with being reimbursed for a blue ray player instead of being provided with a repair on it. This was due to the reimbursement being the price you paid for the blue ray player not what it would cost you to replace it.The desired resolution listed in your complaint is to receive a replacement for your blue ray player and TV that are equal or greater in value.Upon receipt of your complaint filed with the Revdex.com, I called the telephone number your television and blue ray player were registered under ###-###-####. The call was made on January 5th and I left a message asking you to return my call to discuss your complaint. I emailed you on January 6th at [redacted] to follow up on the voicemail message I left the day before.As of the date of this letter I have not heard from you. I would be happy to discuss your compliant, please do not hesitate to contact me directly at [redacted].Regards,Cynthia R.Sr. Compliance Coordinator
[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:
they didn't do what they were supposed to do in the first place and don't want to honor their garbage work done that is substandard and not what I WASTED 150 on to get half way done work and the work that was done like the keys that are a joke was poorly done and theyre just out to rip people off. I will have to let the [redacted] know about this company and the horrible business practices that rip off and abuse their customers. there is no excuse to not stand behind their work unless they're intentionally committing FRAUD. thards,
[redacted]
From: [redacted] <[redacted].com>Date: Thu, Jul 9, 2015 at 4:22 PMSubject: Re: My E-mail AddressTo: [redacted] <[redacted]@myRevdex.com.org>my complaint ID is [redacted] and I would like to let you know that the company that I filed the complaint with has resolved the problem by sending...
me the part requested in the complaint itself.[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: Regarding my complaint. I am pleased I was given the full refund of the purchase price. Ms. [redacted] was very nice the first day she called me and she said she would follow up if I was receiving a check or an [redacted]. No mention came up regarding disposal of the damaged TV. She called me the next day and left me a voice mail and did confirm that I was getting a check not an [redacted]. I got my check that very day and returned a call to thank her for the update. At this time, no mention was made about the disposal of the TV. So I left the message asking about the continuing concern my husband and I haf about getting rid of a very large TV. It was only then she told me that I received a full refund and therefore, getting rid of the TV was our responsibility. The check itself did not mention cashing of it resolved Asurion of disposal. We are very delighted to have received a full refund so we can purchase a similar TV of our choice. We will figure out a way to dispose of the TV, somehow.Thank you for the assistance you gave us. We agree this is resolved.
Regards,continuing
[redacted]
May 7, 2015
[redacted]
[redacted]
Rohnert Park, CA [redacted]
Case # [redacted]
[redacted],
N.E.W. received
your rejection of our reply letter provided as a response to your complaint
filed with the Revdex.com on April 21, 2015.
Your original complaint is resummarized below.
Will not honor their warranty because I am not a liar and told them my
son dropped it outside a child under 5 is an act of god I spoke to customer
service she offered nothing not even to speak to a higher authority – It was
purchased 13/11/30
Our original reply is copied below.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
21, 2015 to report your tablet was damaged. The information you provided the customer
service representative was that your son threw the tablet out the back door.
The Replacement Plan you purchased for your tablet does provide coverage for
Accidental Damage from Handling (ADH). The pamphlet containing the terms and
conditions of the Replacement Plan you purchased has a statement which reads:
Accidental Damage from Handling (ADH) is an added benefit to our
Premium Plans that provides your product with protection from mishaps such as
unintentional and unexpected spills, drops, and cracked screens as a result of
normal use.
The descriptions provided to our
customer service representative and the Revdex.com regarding what
happened to your tablet are not considered to be the result of normal use. This
is the reason your claim was denied. We appreciate your business and regret
your experience with our company was less than satisfactory, however we remain
unable to approve your claim.
You rebuttal statement is copied
here.
I am rejecting this response because: It is not intentional and was
accidental – so issue a new device!
As we stated in our reply,
Accidental Damage from Handling provides protection from mishaps such as
unintentional and unexpected spills, drops, and cracked screens as a result of normal use.
The information you provided the RevDex.com regarding what occurred to your tablet was that it was dropped
by a child under the age of five. The information you provided our customer
service representative was that your child threw it out the back door. In
either event, these damage descriptions are not considered to be the result of
normal use. For this reason, your claim
remains denied. You are welcome to
contact me directly at ###-###-#### if you would like to discuss your claim
further.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
November 14, 2014
[redacted]
[redacted] **
[redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under...
the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
On October 14, 2014 you contacted Asurion to submit a claim for your Acer laptop computer. You were advised by the customer service representative the claim would provide for the repair of your computer and a replacement battery. You called later the same day to confirm the claim had been approved and spoke with a technical service representative who stated it had been. He added notes confirming the repair of the computer and a battery replacement. You were advised you could take the computer to a local repair center and submit the receipt for reimbursement. It was only after you did so that you received an e-mail stating the battery replacement was not covered. This would have been acceptable to you had you been provided this information on your initial call, rather than being told the battery replacement would be covered. Follow up calls to Asurion did not provide any resolution, as you spoke with different representatives who provided conflicting information, or you were advised you would receive a call back which never occurred.
The desired resolution listed in your complaint is to receive a reimbursement for the repair of your computer, and the battery replacement.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. October 14, 2014 to submit a claim for your laptop. Your service plan with N.E.W. expired 34 days prior, however an extension through November 11, 2014 was granted so the claim could be submitted. The service history notes confirm the battery reimbursement was discussed with you.
I spoke with you Tuesday November 11, 2014 to discuss your concerns. You confirmed you did receive the reimbursement for the repair to your computer. I agreed to submit a reimbursement for the replacement battery as I do believe your were advised it would be covered. The purchase price of the battery including sales tax was $118.40.
We at N.E.W. appreciate your business and regret your experience with our company was less than satisfactory. We will utilize your claim as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted].
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211