[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I feel since my claim was made within the policy period my claim should be honored. In addition I was never provided with any information stating I had a certain time frame to complete my claim.
Regards,
[redacted]
February 27, 2015
[redacted]
[redacted]
Chesterfield, MO [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
purchased an [redacted] Touch in August 2012. On January 26, 2014 you sent it
to N.E.W. to be repaired. When it was returned, you noticed the screen was not
properly “glued down”. You were even able to “pick up the screen” which you
knew was not supposed to happen. Three days later the [redacted] broke again. You
took the [redacted] to a repair shop in a local mall. This repair shop removed the
recently replaced screen in order to replace it with a new one. The technician advised you whoever performed
the repair for N.E.W. failed to replace several parts necessary to hold the
screen in place. As Asurion did not properly repair your [redacted] it could have
cost you over $100.00 to fix.
The desired resolution listed in
your complaint is copied below.
I would have been much happier if I had
bought my [redacted] at a different store. Asurion was extremely irresponsible the
least they can do is give me a refund for putting me through so much stress and
almost costing me over $100 to fix their own mistake! I do not trust Asurion to
fix repairs and I certainly don't trust them with my own products.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you first submitted a claim to repair your [redacted] Touch June 30, 2013. The
service request was assigned id number [redacted]. The service center assigned to
repair your [redacted] received it August 1, 2013. The repair was completed August 3,
2013 and returned to you with a note that the digitizer was replaced. The digitizer is a clear piece that is
the size of the [redacted] LCD screen and spans the full length and width of the
clear portion of the front glass. Our next contact with you occurred December
15, 2013 when you submitted a second repair request to repair a cracked screen.
This service request was assigned id number [redacted]. You notified the N.E.W. customer service representative a
local technician stated the repair completed August 3, 2013 was not performed
correctly and that parts had been left out. N.E.W.
received the [redacted] Touch January 21, 2014. The repair was completed January 26,
2014 with the digitizer replaced again. The third and final repair request with
id number [redacted] to repair your [redacted] Touch was submitted July 23, 2014. On
August 11, 2014 your plan expired. N.E.W.
did not receive your [redacted] Touch for repair until November 13, 2014, however we
performed the repair as the claim was initiated while the Plan was in
effect.
We respectfully submit that you did not notify N.E.W. in a timely manner (within 30 days) that there was an issue
with the first repair provided by N.E.W.
You decided to take it to a local repair
center in your area instead. This service repair was not authorized by N.E.W. You did not allow N.E.W. an opportunity to correct the
problem. As such we respectfully deny your request to provide a reimbursement
for this repair. When you notified N.E.W.
in December 2013 of an issue with the screen we provided a service repair for
you and again in November 2014 for a problem you reported in July. The Service Plan for your [redacted] Touch expired
August 11, 2014. We have fulfilled the terms of this Service Plan for you.
Regarding your statement that you do not trust N.E.W. to fix repairs and that you don’t trust us with your
products, I can only reply that the other Plans you have with N.E.W. have expired.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
March 16, 2015
[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.
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 resolution listed in
your complaint is to receive a replacement tablet with similar specifications
and a warranty that will be honored.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a claim for an [redacted] tablet was initiated with N.E.W. on February 23, 2015. The reported problem with the tablet
was that it would no longer power on after being dropped. The claim has been
approved for completion. A prepaid [redacted] return shipping label has been provided
to you. Upon receiving the damaged tablet, N.E.W.
will issue a check to you for the full purchase price including sales tax that
you paid for the tablet. This satisfies
the Limit of Liability set forth in the Terms and Conditions for the
Replacement Plan you purchased. Copies
of the terms and conditions are available at [redacted] store locations or their
website [redacted].
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.
We regret your experience with N.E.W. has been less than
satisfactory. I hope this response
provides you with the necessary information to close out this complaint filed
against N.E.W. If we can be of further assistance to you regarding this
matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted]
April 13, 2015
[redacted]
[redacted]
Bridgeport, PA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com,
N.E.W. failed to provide a reliable service provider to repair your
refrigerator. Your refrigerator broke on March 11, 2015. N.E.W. authorized [redacted] Appliance Repair
to service your refrigerator. A technician from [redacted] Appliance Repair
made an appointment to service your refrigerator on Thursday March 12,
2015. During the appointment the
technician determined parts were required to complete the repair and ordered them.
The technician stated he would contact you Saturday March 14 to schedule the
next appointment. After you did not receive a call from the technician or
service provider you called N.E.W on Sunday March 15. Our representative scheduled an appointment
for the following Tuesday. On Tuesday March 17 a technician from [redacted]
Appliance called your home and advised your wife he would be out to perform the
initial diagnoses. This was confusing as a diagnosis had already been
performed. You contacted N.E.W. for clarification. While on the phone with
N.E.W., a technician from a different service provider, [redacted] Repair, arrived
at your home. The technician was refused entry as you were unaware of this
appointment and because he did not have the parts necessary to complete the
repair. N.E.W. informed you the original service provider, [redacted] Appliance
Repair, had been removed as an approved service provider after they performed a
diagnosis of the problem, but before they could install the necessary parts. On
March 20, 2015 you received an e-mail that a third service provider had been
selected and an appointment for Wednesday March 25, 2015 had been
scheduled. On March 25, you will have
been without a refrigerator for two weeks.
The desired resolution listed in
your complaint is to receive expedited service, a reimbursement for food loss
above the policy limit, reimbursement for an excessive electric bill due to the
refrigerator not operating properly, and an apology.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed the root cause of the issue was the service repair being reassigned to
a different provider. The reassignment occurred March 15, 2015. This should not
have happened as there was an open service request still pending installation
of parts for your refrigerator. The reason [redacted] Appliance was removed as
a service provider was due to several outstanding repairs lasting greater than
10 days that needed to be resolved. An attempt to reschedule [redacted]
Appliance to complete the service repair was unsuccessful. [redacted] Appliance
later declined to accept the assignment due to the miscommunication that
occurred after the technician spoke with your wife while in route to your home
and then being refused entry. A third
provider, [redacted] Service was assigned to the repair. [redacted] first arrived at your
home March 25, 2015. They also diagnosed parts would be required. Parts were
ordered and the repair was completed Monday April 6, 2015. A request to reimburse you for food loss due
to the refrigerator not functioning properly has been submitted and approved in
the amount of $300.00. Unfortunately we
are unable to provide a reimbursement for an electric bill. This would be
considered an incidental expense which is not covered by the Service Plan. In
the Terms and Conditions of the Plan under the section labeled What is Not Covered, Item # 1 you will
read:
Incidental, Consequential, or Secondary Damages including but not
limited to: any delay in rendering service under this plan; loss of use during
the period that the product is at a repair center or otherwise awaiting parts;
loss of business; loss of profits; loss of data; and down-time and charges for
time and effort.
We sincerely regret your experience
with our company has been less than satisfactory. We will utilize your claim in
an effort to coach those responsible for assigning service providers how to
look for open repair requests before discontinuing them as service providers. 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
Took too long to resolve. Poor customer service. Would not recommend this warranty company.
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 13, 2015
[redacted]
Guilderland, NY 12084
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
You recently purchased a [redacted] rechargeable floor and carpet sweeper
from [redacted] with a replacement plan administered by N.E.W. The sweeper
sustained what you describe is a mechanical breakdown. You contacted N.E.W. and
were advised you would need to speak with the manufacturer in order to repair
the sweeper. You did contact the manufacturer who informed you the part
necessary to repair the sweeper would be delivered after February 18, 2015. You
believe N.E.W. is avoiding responsibility of fulfilling the claim and that we
have advised you we are not obligated to honor the claim without providing an
explanation.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
floor sweeper, refund of the purchase price paid for the replacement Plan, and
compensation for denial of service.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you purchased a floor sweeper from [redacted] on August 23, 2014. You
contacted N.E.W. on December 3, 2014
to submit a claim for your floor sweeper. The representative you spoke with
advised you to contact the manufacturer for assistance. N.E.W. has had no further contact with you regarding a problem with
your floor sweeper. You were instructed to contact the manufacturer because the
floor sweeper has a manufacturer’s warranty that is active until August 22,
2015. The replacement Plan administered by N.E.W.
does not provide cover[redacted] for mechanical breakdowns that occur during the
manufacturer’s warranty. Under the section of the Terms and Conditions of the
replacement Plan you purchased labeled Manufacturer’s
Responsibilities you will read the following:
Parts and services covered during the manufacturer’s warranty period
are the responsibility of the manufacturer.
You indicated you did contact the
manufacturer, and your statement that the part necessary to repair the floor sweeper
is forth coming indicates they are fulfilling their warranty. We regret the N.E.W customer service representative
you spoke with did not provide a clear explanation of why you were instructed
to contact the manufacturer. We will utilize this situation as a coaching
opportunity in an effort to avoid repeating the same experience with another
customer. We appreciate you as a customer but respectfully deny your request to
receive a reimbursement of the purchase price paid for the product, or to
receive compensation for denial of service. If you still desire a refund of the purchase
price paid for the Plan please contact me directly at ###-###-#### or by e-mail
at [redacted]. I will provide you with the instructions
necessary to terminate the Plan and receive a refund. If you choose not to terminate the Plan,
please be aware that it will provide cover[redacted] after the manufacturer’s warranty
expires and will be active until August 22, 2016.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] |
Nashville, TN 37211
January 13, 2015
[redacted]
Pasadena, MD [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.
The extended warranty you purchased for a [redacted] laptop computer
provides a one-time battery replacement. You first contacted N.E.W. November
29, 2014 to report a problem. As of December 29, 2014 you were still waiting
for the replacement battery. You were
first advised the battery was on backorder. You followed up on December 15 and
28, 2014. On both calls you were informed the battery would arrived
in 7-10 business days. You were provided
with a [redacted] tracking number which did not yield any information about the
battery shipment.
The desired resolution listed in
your complaint is to receive the battery you have been expecting.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted N.E.W. November 29,
2014 to report the laptop computer would not power on. An attempt to
troubleshoot the issue provided no results. A replacement battery was ordered
the same day. The service history notes
reflect the battery was not available at the time of the order. The tracking
number you were provided with was not a [redacted] tracking number, but rather a US
Postal Service number. It indicated a delivery occurred December 20, 2014 but
to an address with a different zip code than yours. I contacted you January 2,
2015 to discuss this matter. You
informed me that you had received the battery, stating it was delivered to your
daughter’s school address, but only after she had left for the holidays. One of
your daughter’s roommates was able to retrieve it and brought it to you. You indicated the laptop computer was still
having issues powering on and that you would most likely open a new service
request. I asked you to please keep my contact information and stated you were
welcome to contact me directly if you had any questions or concerns regarding
the repair attempt of your laptop. Our records confirm a service request was
initiated January 5, 2015. A prepaid
return envelope has been provided to you. The tracking number indicates the
laptop is currently in transit to our service center.
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 | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
January
22, 2015
[redacted]
Saint
Albans, VT [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:
“The company disposed of my property
without my consent and will not honor a the replacement/refund per the
insurance plan I purchased or return myitem I purchased an [redacted] mini from
[redacted] and an insurance plan through Asurion. The receipt was lost and the
screen on the [redacted] was damaged. I contacted [redacted] and was told to contact
Asurion and they may register the item as a one-time courtesy. When I contacted
Asurion they informed me that they would register the item and after taking all
of my information they sent me a shipping label via email. I read the email and
the only instructions were to package the item and ship it out. I also specifically
asked if there was anything else I should or need to do before shipping the
item. I was told, no, the only thing to do is ship it with the label provided.
I then received a phone call from Asurion and was informed the item was beyond
repair and that they had disposed of my item. I was at a loss for words how
could they destroy my property without my permission and now I have lost all of
my valuable irreplaceable photographs and documents. I was then informed that
they would not replace the item without the original receipt. Which I was never
informed of when they registered the production and had me ship it to them.
They then informed me this was my problem and there was nothing they could do.
I asked to speak to a manager or supervisor. They said no one was available and
would have one call me back. This was before Christmas and I have still to
receive a call back. I have called several times and they have done nothing or
told me someone would call me back. Would it be okay for them to ship me an
item then if I felt it was not repairable I could dispose of their property
without any contact or permission? This is theft! You cannot take an item to
repair or replace and then do neither. You cannot take someone else's
belongings and ignore their phone calls. You cannot just keep someone
property!!”
The
desired resolution listed in your complaint is as follows:
I would like my damaged [redacted] mini back
or a replacement/refund to get a replacement, as promised when I sent the item
in for repair or replacement.
A
review of your service history for the service plan you purchased has been
completed. The research revealed your claim was initiated on December 5th.
A shipping label ([redacted]) was emailed to you the same day. The
[redacted] tracking # reflects we received your [redacted] on December 16th.
On December 17th it was determined that repairing the cracked screen
on your [redacted] was uneconomical. A reimbursement for your [redacted] was approved on
December 18th and a gift card was emailed to you. There is no
customer interaction history to indicate you spoke with N.E.W. (you
calling or us calling you) after you initiated the claim on December 5th. We
value our customers and I want to apologize for any inconvenience you may have
been caused.
There
are two pieces of correspondence included with every label we send our
customers. Specific language from each document is included below.
From
the Tablet |Shipping Instructions
Remember to Protect
your Valuable Content
For
your privacy, we recommend that you remove sensitive data from your device
before shipping it to us. Be sure to back up the content (picture files,
video files, etc.) stored on your Tablet before sending it for repair.
This repair process may require memory replacement or formatting, so some or
all of the content stored on your Tablet may be damaged or erased. We are not
responsible for any damage to or loss of content.
From
the Tablet |Repair Information Form
Attention Please:
We are not responsible for damage to, loss of, or disclosure of any data, picture
files, video files, removable storage media or other content on products sent
in for repair. Remove sensitive/personal
information and be sure to back up any data, picture files, video files,
removable storage media or other content before sending us your product.
I
called the evening contact number listed in your compliant ###-###-#### on
January 20th and spoke with your sister. She advised me that your
email had been hacked and this was believed to be the reason for the lack of
communication from the Product Care Plan that issued a gift card for your [redacted]
Mini. She indicated that you received a gift card directly from [redacted] for
your [redacted] mini.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
October
28, 2014
[redacted]
[redacted]
[redacted]
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 believe you were sold the product
care plan by [redacted] twice until false pretenses. This belief was due to being
advised when you purchased the plans that you would be returning the products
to the [redacted] store for a gift card or similar product if anything should
happen to the items. On one occasion you were not provided the terms of the
coverage until you returned to the store with the item that had failed. The
second time you needed to utilize a plan you visited the store again and were
advised you would need to send your product in for reimbursement. The process
of sending your product in was delayed by no shipping label being received.
The
desired resolution listed in your complaint is for the product care plan to do
what you were promised and reimburse you for your product.
A
review of your service history for the replacement plans you purchased has been
completed. The research revealed your first claim initiated on November 26,
2013for an airbed. The claim was noted that physical damage, a whole in the
airbed was not covered.
The
second claim initiated on October 4, 2014 was for a cellular device. The claim
was noted that a label was mailed to you on October 14th for sending
your cellular device in for replacement. The tracking for the package your
cellular device was sent to N.E.W. in
triggered a payment to you for your $161.87 gift card on October 21st.
I
called on October 22nd utilizing the telephone number ###-###-####
that your mobile device was registered under and left a voicemail asking if you
had not received the reimbursement for your mobile device and if you had any
additional concerns or unanswered questions. An email was sent to you on
October 23rd to follow up after my message. As of the date of this
letter I have not heard from you and I would like the opportunity to insure you
have a better customer experience with us.
Please
contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | cynthia.r[redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I feel since my claim was made within the policy period my claim should be honored. In addition I was never provided with any information stating I had a certain time frame to complete my claim.
Regards,
[redacted]
February 27, 2015
[redacted]
[redacted]
Chesterfield, MO [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
purchased an [redacted] Touch in August 2012. On January 26, 2014 you sent it
to N.E.W. to be repaired. When it was returned, you noticed the screen was not
properly “glued down”. You were even able to “pick up the screen” which you
knew was not supposed to happen. Three days later the [redacted] broke again. You
took the [redacted] to a repair shop in a local mall. This repair shop removed the
recently replaced screen in order to replace it with a new one. The technician advised you whoever performed
the repair for N.E.W. failed to replace several parts necessary to hold the
screen in place. As Asurion did not properly repair your [redacted] it could have
cost you over $100.00 to fix.
The desired resolution listed in
your complaint is copied below.
I would have been much happier if I had
bought my [redacted] at a different store. Asurion was extremely irresponsible the
least they can do is give me a refund for putting me through so much stress and
almost costing me over $100 to fix their own mistake! I do not trust Asurion to
fix repairs and I certainly don't trust them with my own products.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you first submitted a claim to repair your [redacted] Touch June 30, 2013. The
service request was assigned id number [redacted]. The service center assigned to
repair your [redacted] received it August 1, 2013. The repair was completed August 3,
2013 and returned to you with a note that the digitizer was replaced. The digitizer is a clear piece that is
the size of the [redacted] LCD screen and spans the full length and width of the
clear portion of the front glass. Our next contact with you occurred December
15, 2013 when you submitted a second repair request to repair a cracked screen.
This service request was assigned id number [redacted]. You notified the N.E.W. customer service representative a
local technician stated the repair completed August 3, 2013 was not performed
correctly and that parts had been left out. N.E.W.
received the [redacted] Touch January 21, 2014. The repair was completed January 26,
2014 with the digitizer replaced again. The third and final repair request with
id number [redacted] to repair your [redacted] Touch was submitted July 23, 2014. On
August 11, 2014 your plan expired. N.E.W.
did not receive your [redacted] Touch for repair until November 13, 2014, however we
performed the repair as the claim was initiated while the Plan was in
effect.
We respectfully submit that you did not notify N.E.W. in a timely manner (within 30 days) that there was an issue
with the first repair provided by N.E.W.
You decided to take it to a local repair
center in your area instead. This service repair was not authorized by N.E.W. You did not allow N.E.W. an opportunity to correct the
problem. As such we respectfully deny your request to provide a reimbursement
for this repair. When you notified N.E.W.
in December 2013 of an issue with the screen we provided a service repair for
you and again in November 2014 for a problem you reported in July. The Service Plan for your [redacted] Touch expired
August 11, 2014. We have fulfilled the terms of this Service Plan for you.
Regarding your statement that you do not trust N.E.W. to fix repairs and that you don’t trust us with your
products, I can only reply that the other Plans you have with N.E.W. have expired.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
March 16, 2015
[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.
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 resolution listed in
your complaint is to receive a replacement tablet with similar specifications
and a warranty that will be honored.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a claim for an [redacted] tablet was initiated with N.E.W. on February 23, 2015. The reported problem with the tablet
was that it would no longer power on after being dropped. The claim has been
approved for completion. A prepaid [redacted] return shipping label has been provided
to you. Upon receiving the damaged tablet, N.E.W.
will issue a check to you for the full purchase price including sales tax that
you paid for the tablet. This satisfies
the Limit of Liability set forth in the Terms and Conditions for the
Replacement Plan you purchased. Copies
of the terms and conditions are available at [redacted] store locations or their
website [redacted].
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.
We regret your experience with N.E.W. has been less than
satisfactory. I hope this response
provides you with the necessary information to close out this complaint filed
against N.E.W. If we can be of further assistance to you regarding this
matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted]
April 13, 2015
[redacted]
[redacted]
Bridgeport, PA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com,
N.E.W. failed to provide a reliable service provider to repair your
refrigerator. Your refrigerator broke on March 11, 2015. N.E.W. authorized [redacted] Appliance Repair
to service your refrigerator. A technician from [redacted] Appliance Repair
made an appointment to service your refrigerator on Thursday March 12,
2015. During the appointment the
technician determined parts were required to complete the repair and ordered them.
The technician stated he would contact you Saturday March 14 to schedule the
next appointment. After you did not receive a call from the technician or
service provider you called N.E.W on Sunday March 15. Our representative scheduled an appointment
for the following Tuesday. On Tuesday March 17 a technician from [redacted]
Appliance called your home and advised your wife he would be out to perform the
initial diagnoses. This was confusing as a diagnosis had already been
performed. You contacted N.E.W. for clarification. While on the phone with
N.E.W., a technician from a different service provider, [redacted] Repair, arrived
at your home. The technician was refused entry as you were unaware of this
appointment and because he did not have the parts necessary to complete the
repair. N.E.W. informed you the original service provider, [redacted] Appliance
Repair, had been removed as an approved service provider after they performed a
diagnosis of the problem, but before they could install the necessary parts. On
March 20, 2015 you received an e-mail that a third service provider had been
selected and an appointment for Wednesday March 25, 2015 had been
scheduled. On March 25, you will have
been without a refrigerator for two weeks.
The desired resolution listed in
your complaint is to receive expedited service, a reimbursement for food loss
above the policy limit, reimbursement for an excessive electric bill due to the
refrigerator not operating properly, and an apology.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed the root cause of the issue was the service repair being reassigned to
a different provider. The reassignment occurred March 15, 2015. This should not
have happened as there was an open service request still pending installation
of parts for your refrigerator. The reason [redacted] Appliance was removed as
a service provider was due to several outstanding repairs lasting greater than
10 days that needed to be resolved. An attempt to reschedule [redacted]
Appliance to complete the service repair was unsuccessful. [redacted] Appliance
later declined to accept the assignment due to the miscommunication that
occurred after the technician spoke with your wife while in route to your home
and then being refused entry. A third
provider, [redacted] Service was assigned to the repair. [redacted] first arrived at your
home March 25, 2015. They also diagnosed parts would be required. Parts were
ordered and the repair was completed Monday April 6, 2015. A request to reimburse you for food loss due
to the refrigerator not functioning properly has been submitted and approved in
the amount of $300.00. Unfortunately we
are unable to provide a reimbursement for an electric bill. This would be
considered an incidental expense which is not covered by the Service Plan. In
the Terms and Conditions of the Plan under the section labeled What is Not Covered, Item # 1 you will
read:
Incidental, Consequential, or Secondary Damages including but not
limited to: any delay in rendering service under this plan; loss of use during
the period that the product is at a repair center or otherwise awaiting parts;
loss of business; loss of profits; loss of data; and down-time and charges for
time and effort.
We sincerely regret your experience
with our company has been less than satisfactory. We will utilize your claim in
an effort to coach those responsible for assigning service providers how to
look for open repair requests before discontinuing them as service providers. 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
Took too long to resolve. Poor customer service. Would not recommend this warranty company.
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 13, 2015
[redacted]
Guilderland, NY 12084
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...
Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
You recently purchased a [redacted] rechargeable floor and carpet sweeper
from [redacted] with a replacement plan administered by N.E.W. The sweeper
sustained what you describe is a mechanical breakdown. You contacted N.E.W. and
were advised you would need to speak with the manufacturer in order to repair
the sweeper. You did contact the manufacturer who informed you the part
necessary to repair the sweeper would be delivered after February 18, 2015. You
believe N.E.W. is avoiding responsibility of fulfilling the claim and that we
have advised you we are not obligated to honor the claim without providing an
explanation.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
floor sweeper, refund of the purchase price paid for the replacement Plan, and
compensation for denial of service.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you purchased a floor sweeper from [redacted] on August 23, 2014. You
contacted N.E.W. on December 3, 2014
to submit a claim for your floor sweeper. The representative you spoke with
advised you to contact the manufacturer for assistance. N.E.W. has had no further contact with you regarding a problem with
your floor sweeper. You were instructed to contact the manufacturer because the
floor sweeper has a manufacturer’s warranty that is active until August 22,
2015. The replacement Plan administered by N.E.W.
does not provide cover[redacted] for mechanical breakdowns that occur during the
manufacturer’s warranty. Under the section of the Terms and Conditions of the
replacement Plan you purchased labeled Manufacturer’s
Responsibilities you will read the following:
Parts and services covered during the manufacturer’s warranty period
are the responsibility of the manufacturer.
You indicated you did contact the
manufacturer, and your statement that the part necessary to repair the floor sweeper
is forth coming indicates they are fulfilling their warranty. We regret the N.E.W customer service representative
you spoke with did not provide a clear explanation of why you were instructed
to contact the manufacturer. We will utilize this situation as a coaching
opportunity in an effort to avoid repeating the same experience with another
customer. We appreciate you as a customer but respectfully deny your request to
receive a reimbursement of the purchase price paid for the product, or to
receive compensation for denial of service. If you still desire a refund of the purchase
price paid for the Plan please contact me directly at ###-###-#### or by e-mail
at [redacted]. I will provide you with the instructions
necessary to terminate the Plan and receive a refund. If you choose not to terminate the Plan,
please be aware that it will provide cover[redacted] after the manufacturer’s warranty
expires and will be active until August 22, 2016.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] |
Nashville, TN 37211
January 13, 2015
[redacted]
Pasadena, MD [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.
The extended warranty you purchased for a [redacted] laptop computer
provides a one-time battery replacement. You first contacted N.E.W. November
29, 2014 to report a problem. As of December 29, 2014 you were still waiting
for the replacement battery. You were
first advised the battery was on backorder. You followed up on December 15 and
28, 2014. On both calls you were informed the battery would arrived
in 7-10 business days. You were provided
with a [redacted] tracking number which did not yield any information about the
battery shipment.
The desired resolution listed in
your complaint is to receive the battery you have been expecting.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted N.E.W. November 29,
2014 to report the laptop computer would not power on. An attempt to
troubleshoot the issue provided no results. A replacement battery was ordered
the same day. The service history notes
reflect the battery was not available at the time of the order. The tracking
number you were provided with was not a [redacted] tracking number, but rather a US
Postal Service number. It indicated a delivery occurred December 20, 2014 but
to an address with a different zip code than yours. I contacted you January 2,
2015 to discuss this matter. You
informed me that you had received the battery, stating it was delivered to your
daughter’s school address, but only after she had left for the holidays. One of
your daughter’s roommates was able to retrieve it and brought it to you. You indicated the laptop computer was still
having issues powering on and that you would most likely open a new service
request. I asked you to please keep my contact information and stated you were
welcome to contact me directly if you had any questions or concerns regarding
the repair attempt of your laptop. Our records confirm a service request was
initiated January 5, 2015. A prepaid
return envelope has been provided to you. The tracking number indicates the
laptop is currently in transit to our service center.
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 | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
v
January
22, 2015
[redacted]
Saint
Albans, VT [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:
“The company disposed of my property
without my consent and will not honor a the replacement/refund per the
insurance plan I purchased or return myitem I purchased an [redacted] mini from
[redacted] and an insurance plan through Asurion. The receipt was lost and the
screen on the [redacted] was damaged. I contacted [redacted] and was told to contact
Asurion and they may register the item as a one-time courtesy. When I contacted
Asurion they informed me that they would register the item and after taking all
of my information they sent me a shipping label via email. I read the email and
the only instructions were to package the item and ship it out. I also specifically
asked if there was anything else I should or need to do before shipping the
item. I was told, no, the only thing to do is ship it with the label provided.
I then received a phone call from Asurion and was informed the item was beyond
repair and that they had disposed of my item. I was at a loss for words how
could they destroy my property without my permission and now I have lost all of
my valuable irreplaceable photographs and documents. I was then informed that
they would not replace the item without the original receipt. Which I was never
informed of when they registered the production and had me ship it to them.
They then informed me this was my problem and there was nothing they could do.
I asked to speak to a manager or supervisor. They said no one was available and
would have one call me back. This was before Christmas and I have still to
receive a call back. I have called several times and they have done nothing or
told me someone would call me back. Would it be okay for them to ship me an
item then if I felt it was not repairable I could dispose of their property
without any contact or permission? This is theft! You cannot take an item to
repair or replace and then do neither. You cannot take someone else's
belongings and ignore their phone calls. You cannot just keep someone
property!!”
The
desired resolution listed in your complaint is as follows:
I would like my damaged [redacted] mini back
or a replacement/refund to get a replacement, as promised when I sent the item
in for repair or replacement.
A
review of your service history for the service plan you purchased has been
completed. The research revealed your claim was initiated on December 5th.
A shipping label ([redacted]) was emailed to you the same day. The
[redacted] tracking # reflects we received your [redacted] on December 16th.
On December 17th it was determined that repairing the cracked screen
on your [redacted] was uneconomical. A reimbursement for your [redacted] was approved on
December 18th and a gift card was emailed to you. There is no
customer interaction history to indicate you spoke with N.E.W. (you
calling or us calling you) after you initiated the claim on December 5th. We
value our customers and I want to apologize for any inconvenience you may have
been caused.
There
are two pieces of correspondence included with every label we send our
customers. Specific language from each document is included below.
From
the Tablet |Shipping Instructions
Remember to Protect
your Valuable Content
For
your privacy, we recommend that you remove sensitive data from your device
before shipping it to us. Be sure to back up the content (picture files,
video files, etc.) stored on your Tablet before sending it for repair.
This repair process may require memory replacement or formatting, so some or
all of the content stored on your Tablet may be damaged or erased. We are not
responsible for any damage to or loss of content.
From
the Tablet |Repair Information Form
Attention Please:
We are not responsible for damage to, loss of, or disclosure of any data, picture
files, video files, removable storage media or other content on products sent
in for repair. Remove sensitive/personal
information and be sure to back up any data, picture files, video files,
removable storage media or other content before sending us your product.
I
called the evening contact number listed in your compliant ###-###-#### on
January 20th and spoke with your sister. She advised me that your
email had been hacked and this was believed to be the reason for the lack of
communication from the Product Care Plan that issued a gift card for your [redacted]
Mini. She indicated that you received a gift card directly from [redacted] for
your [redacted] mini.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
October
28, 2014
[redacted]
[redacted]
[redacted]
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 believe you were sold the product
care plan by [redacted] twice until false pretenses. This belief was due to being
advised when you purchased the plans that you would be returning the products
to the [redacted] store for a gift card or similar product if anything should
happen to the items. On one occasion you were not provided the terms of the
coverage until you returned to the store with the item that had failed. The
second time you needed to utilize a plan you visited the store again and were
advised you would need to send your product in for reimbursement. The process
of sending your product in was delayed by no shipping label being received.
The
desired resolution listed in your complaint is for the product care plan to do
what you were promised and reimburse you for your product.
A
review of your service history for the replacement plans you purchased has been
completed. The research revealed your first claim initiated on November 26,
2013for an airbed. The claim was noted that physical damage, a whole in the
airbed was not covered.
The
second claim initiated on October 4, 2014 was for a cellular device. The claim
was noted that a label was mailed to you on October 14th for sending
your cellular device in for replacement. The tracking for the package your
cellular device was sent to N.E.W. in
triggered a payment to you for your $161.87 gift card on October 21st.
I
called on October 22nd utilizing the telephone number ###-###-####
that your mobile device was registered under and left a voicemail asking if you
had not received the reimbursement for your mobile device and if you had any
additional concerns or unanswered questions. An email was sent to you on
October 23rd to follow up after my message. As of the date of this
letter I have not heard from you and I would like the opportunity to insure you
have a better customer experience with us.
Please
contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | cynthia.r[redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com