May 19, [redacted] Redmond, WA [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “I had purchased a [redacted] Multifunction Chair from [redacted] store on 07/29/for $149.99, and also purchased a warranty with it in regards to cover years of service/replacement for $ About a week or so ago, one of the legs of the chair had completely snapped/cracked resulting in the chair to no longer sit upright properly and/or be stable in itI had dug out my warranty, contacted the agency, sent over pictures per request, and was denied warranty stating it was "not a covered failure"In the contract that I was given at the time of purchase states that it covers "Frames - Structural defects, warping, cracking, and breaking to frames and legs" which, unfortunately, is what had happened to my chairThe chair is no longer able to be used and the warranty is not covering as stated.” The following is the desired resolution listed in your complaint: “Desired outcome is replacement chair of equal or greater value at time of purchase or financial reimbursement of original chair purchase price.” A review of your service history for the service plan you purchased has been completedThe research revealed a gift card ending in # [redacted] in the amount of $(purchase price plus tax) issued on May 9, I called the contact number listed in your complaint on May 12, to verify you received the gift cardI was unable to leave a message, I only received a message that the voicemail was not set up to accept my message I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
January 19, [redacted] Boulder, CO [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased a DJ media controller from [redacted] with an extended warranty administered by N.E.W You submitted it to N.E.Wfor repair related to the audio for the headphones and sound system speakersWhile the item was being repaired you were out of town for approximately monthsThe repair was completed while you were awayUpon returning you plugged in the controller to a power source and discovered the same problem you sent to be repaired still existedDuring the months you were out of town the extended Plan provided by N.E.WexpiredWhen you contacted N.E.Wto explain the issue had not been resolved, you were informed by several representatives because the Plan was expired, no further repairs attempts would be performed The desired resolution listed in your complaint is for the media controller to be repaired, replaced with another item, or to be reimbursed the full purchase price you paid for the item so you can purchase another A review of your service history for the service plan you purchased has been completedThe research revealed the media controller was first submitted to N.E.W in April It was marked as repaired and returned April 15, On September 12, a second repair request was submittedThe service center assigned to repair the controller received it October 8, and marked it as repaired October 29, On December 29, you notified N.E.Wthe controller was still experiencing the same problem that was sent to be repaired in SeptemberYou were advised as more than days had passed since the repair was performed, and that the Plan was now expired, N.E.W would not immediately authorize another repairThe representative you spoke with added notes that they would inquire about what action if any could take placeThe following day a contract extension for your service Plan was approved another service request was approvedAfter three attempts to send a prepaid return shipping label to you, the service center assigned to the repair the controller received it January 12, A request to expedite the repair and return has been submittedThe repair is currently underwayYou are welcome to contact me directly if there are any further issues upon the return of your media controller I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator - Legal | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
April 9, [redacted] Puyallup, WA [redacted] Complaint # [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “I have a TV with unintentional damage that [redacted] said they would honor but it was covered from ***I called [redacted] and they said they only cover manufacturer defectsI called [redacted] back up and the last was very rude and started that they do not cover unintentional damage, they will not repair or replace item, and that they have a list of repair places that I can pay for my tv to get fixedI have a year from the manufacturer and three more years from [redacted] I sell TV’s but will not encourage anyone to purchase warranties, [redacted] TVs, or [redacted] after this.” The following is the desired resolution listed in your complaint: “I do not want this fixedAfter this I want my comment back for my protection plan plus the full cost of my televisionThis has taken up an hour of my time that should have been handled straight onlineI am very satisfied with thisI am one of two of the leading sellers of protection plans at [redacted] This last quarter our store was number one company wide currently my store/department is not number one that I know ofI am one of two of the top protection plan sales associates.” A review of your service history for the service plan you purchased has been completedThe research revealed registration for your tele***n along with a months service plan with a purchase date of August 18, The enhanced coverage for your tele***n is surge protection which is available from the date of purchase and not provided for under the manufacturer’s warranty Coverage for breakdowns defined in the terms and conditions as mechanical or electrical failures of the tele***n caused by defects in materials and/or workmanship, wear and tear, dust, heat or humidity is provided along with power surge protection after the manufacturer’s warranty expires Each retailer’s terms and conditions are different and I have included specific language from the terms and conditions for the [redacted] Product Care plan you purchased for your television below for your understanding: What is Covered: This Plan covers parts and labor costs to repair or replace your product in the event the product experiences a breakdown If we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the original purchase price of that product, including taxes, as indicated on your sales receipt Non-original manufacturer’s parts may be used for repair of the product if the manufacturer’s parts are unavailable or more costly This Plan includes the following enhanced coverage and services: All Plans: · Repairs necessary for the product to meet the manufacturer’s written specifications · Two (2) annual cleanings and adjustments for DVD Players and VCRs after expiration of the manufacturer’s labor warranty · Repair or replacement of accessories included in the box by the manufacturer necessary for the product to meet the manufacturer’s written specifications: e.g., remote controls, additional lenses (cameras), 3-D glasses (for 3D TVs and / or 3D Blu-ray players), game controllers · Surge protection from date of purchase What is not covered: (1) repairs caused by accidental damage, spilled liquids (UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), insect infestation, misuse, abuse, Intentional Physical Damage and Products with altered or missing serial numbers; (20) loss or damage to stored data, repairs related to installed software, computer viruses, cracked or physically damaged screens or computer hardware which is added after the original purchase; We can reimburse you for the cost of the service plan you purchased for your television if you so desireHowever, we cannot cover the unintentional damage you state your television sustained under the service plan you purchased for it under the terms and conditions of the plan I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If you wish to receive reimbursement for the cost of the service plan, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
March 18, [redacted] Mexico, MO [redacted] Complaint ID# [redacted] Dear [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “On 11/16/we purchased [redacted] treadmill from [redacted] for $699.00+taxAt the same time we purchased a 4year extended warrantee for $from Asurion called [redacted] no sweat policyApproximately days ago a part brokeOur service request number is [redacted] We contacted Asurion and were informed yesterday that they did not want to fix our product but give us a certificate for ***'s [redacted] ***'s for the original purchase priceFirst, what about the remainder of our warranteeWe purchased years and received less than yearsSecond, if we are unhappy with [redacted] ***'s why would we want to purchase another product from themAnd last, to replace this treadmill from ***'s would cost $1499.00.” The following is the desired resolution listed in your complaint: “We would except a refund check for the purchase price + tax made to meWe also believe that we should receive a prorated refund of the unused portion of the warrantee.” A review of your service history for the service plan you purchased has been completedThe research revealed a gift card for $issued on March 6, and emailed to you at [redacted] This is the purchase price you paid for the treadmill plus taxAdditional notes in your service request indicate you were upset regarding not also being reimbursed for the service plan The service plan you purchased for your treadmill provided a means for the reimbursement you received for the purchased price you paid for your treadmill plus taxSpecific language from the terms and conditions of the service plan you purchased for your treadmill are included here for your reference Limit of Liability: For any single claim, the limit of liability under this Plan is the least of the cost of (1) the total of authorized repairs performed up to the purchase price of the product, (2) replacement with a product of similar features, (3) reimbursement for authorized repairs or replacement or, (4) the purchase price you paid for the productThe total liability under this Plan is the purchase price you paid for the productIn the event that we replace the product, reimburse you for replacement of the product or purchase price you paid for the product, we shall have satisfied all obligations owed under this Plan I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
November 6, [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below After waiting two weeks for a return shipping box and submitting my laptop for repair, Asurion has been unable to provide an expected date of return after having it four weeks The desired resolution listed in your complaint is to receive a replacement laptop if yours is unable to be repaired A review of your service history for the replacement plan you purchased has been completedThe research confirmed you initiated a claim with N.E.Wfor your laptop computer Friday September 5, Two attempts to send you a return shipping label and box were unsuccessful, but the service center assigned to repair your laptop did receive it September 24, The service center determined they needed to order a LCD to complete the repair of your laptopYou contacted N.E.WOctober 18, to request a status updateThe most recent information available to our customer service representatives indicated the service center was still awaiting the LCD with no estimated date of arrival for the partYou shared your repair experience with N.E.Won Social Media A N.E.Wcorporate resolution specialist contacted you to discuss your concernsShe offered to provide a refund of the purchase price paid for the laptop due to the extended length of time that had passed without an expected date of completionYou agreed to this and the refund was approvedOur records indicate the refund was received and has been reconciled N.E.Wappreciates your business and we regret your experience was less than satisfactoryWe are following up with the service center assigned to your repair in an effort to prevent the lack of follow up that occurred with your claim from happening againI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
February 9, [redacted] Cincinnati, Ohio [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below You submitted a claim for a [redacted] tablet and were advised a prepaid return shipping label would be provided to you so that you could forward the tablet to our service centerAfter two failed attempts to receive a return shipping label, you were advised we would issue a reimbursement of the purchase price via gift card without attempting to have the [redacted] tablet returned to our service centerYou did not receive the gift card as expectedYou followed up on January 6, As of January 23rd you still had not received the reimbursement The desired resolution listed in your complaint is to receive a new [redacted] and a refund of your money A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim for your tablet was initiated October 15, Three attempts to have a prepaid return shipping label sent to you were unsuccessfulA total of three reimbursement requests were submitted and approvedThe most recent was invoiced on January 9, After receiving your complaint I attempted to reach you on two occasions to ask if the reimbursement was receivedI was not able to speak with you but left voicemail messages each time requesting that you call me back if the reimbursement still had not been receivedI received a voicemail message from you February 9, You stated you have not received the reimbursementI submitted a reissue request to have a reimbursement gift card sent to the address at the top of this letterI apologize for the inconvenience you have enduredI will follow up to be certain you do receive the reimbursement We appreciate your business and certainly regret your experience has been less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
March 10, [redacted] Orlando, FL 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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives 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.Wfor repair on four occasionsYou 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 relatedAs N.E.Wreplaced the Operating System, N.E.Wshould 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 completedThe research revealed a reimbursement of the purchase price paid for the laptop was submitted and approved February 25, A check was issued to you and sent February 26, via [redacted] next day delivery top the address at the top of this letterThe [redacted] website indicates it was delivered at 11:am Friday February 27, 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 | Nashville, TN
April 9, [redacted] N.E.Wreceived your rebuttal statement regarding our reply to your original complaint filed with the Better Business BureauYour original complaint is summarized again below Asurion was the insurance company used by [redacted] to repair or replace faulty equipmentThey refuse to repair the item and will not replace it either When I contacted Asurion about replacing my item I was hung up onWhen I finally did get them to commit to a refund they would only give a partial refund The desired resolutioon listed in your complaint is to receive a replacement tablet with similar specifications and a warranty that will be honored Our first response to your complaint is summarized below A review of your service history revealed a claim for an [redacted] tablet was initiated February 23, after it would no longer power on The claim was approved and a prepaid return shipping label was provided for you to forward the item to our depot centerUpon receiving the tablet, a reimbursement of the full purchase price including sales tax will be issued to you In the section of the Terms and Conditions labeled What is Covered you will read the following: What is Covered: This Plan covers parts and labor costs to repair or replace your product in the event the product experiences a breakdownIf 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 receiptNon-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 productThe total liability under this Plan is the purchase price you paid for the product; in the event that the total of all authorized repairs exceeds the purchase price paid for the product or we replace the product with another of equal or greater value, we shall have satisfied all obligations owed under this Plan and the Plan shall terminate Your rebuttal statement is summarized below The warranty was sold to you as fix or replaceThe option to refund the purchase price at our discretion was never brought upYou never signed anything stating a partial refund would be acceptableThe only option you would accept is a replacement with an equivalent tablet You mention in your complaint that N.E.Wis only offering a partial refund for the tabletWe are providing the full purchase price including sales tax paid for the tabletThis is the dollar amount you provided to N.E.Wwhen you registered your tablet with the Service PlanThis is the maximum amount we have always stated we will provide I refer you again to our Limit of Liability statement which reads: The total liability under this Plan is the purchase price you paid for the product I’m sorry if you were unaware of the Terms and Conditions of the extended Plan when you registered your product with N.E.W A copy was available on [redacted] website when you purchased the tablet onlineCopies were and remain available at their brick and mortar store locations If you prefer not to complete the claim, we will gladly cancel and provide a refund of the purchase price you paid for the extended Plan As I mentioned in our original reply, we regret your experience has been less than satisfactory, however we stand by our position that the purchase price amount including sales tax is the maximum amount we will provide when fulfilling a claim Respectfully, Ken P [redacted] Compliance Coordinator | [redacted] | www.asurion.com [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I still have not received the check in the mail for the balance of the phone Although, I will say that I do appreciate the honesty in the response and confirmation of all my issuesTo add to this issue and I'm not sure if this is the appropriate place for it but, I have a second phone that is insured with Asurion which I cracked the screen on yesterday I contacted them yesterday and was told again they did not have a product to replace mine and they would need to issue the money for the phone I am NOT going to deal with that process again and payed $to fix the phone on my own, which makes the plan basically useless to me If I buy a plan that can replace my phone, I expect they can do that, and I see here twice that is not the case Also, there should be a much better process of handling a warranty plan on a cell phone as people depend on their phone, and being without it for a long period of time, is unacceptable I am going to [redacted] when I receive the check to purchase a new phone (for the additional issue) and, at that time, I will request a reimbursement for the amount I paid for the warranty plan for the second phone I had an issue with yesterday The warranty plan was purchased at [redacted] as a [redacted] /Asurion plan Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I am absolutely disgusted with the lack of Customer service I received from Asurion or N.E.Wthroughout this entire process.! Every representative that I spoke to not only did not assist me in helping to get resolve the problem but, only transferred me back and forth to other representatives that told me that there was nothing that they could do for me either In lieu of the lack of customer service, I am requesting a full reimbursement of the cost of the television (which had pre-existing damage to it), as well as for the cost for the warrantly I purchased along with the television Regards, [redacted] ***
December 18, [redacted] Stevenson, 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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below After multiple repair attempts you were advised your clothes dryer would be replaced, or that you would receive a reimbursement of the purchase price paid for the dryerYour attempts to speak with someone regarding the status of your claim were met with replies that it was under review and that someone would contact youYour requests to speak with a supervisor were unsuccessfulSeveral times you were advised a supervisor would return your call but never did The desired resolution listed in your complaint is to receive a replacement dryer or a reimbursement of the purchase price so you may purchase another one A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim was opened November 3rd, Parts thought to be required to complete the repair were ordered November 12, You contacted N.E.W Friday November 21, after speaking with the service center assigned to your repairYou indicated the service center advised you the unit was unrepairable and they were recommending a buyoutN.E.Wcontacted the service center by phone and confirmed their diagnosis, however we were unable to approve the reimbursement until the service center forwarded documentationYou were advised of three business days for the reimbursement to be approvedN.E.Wreceived the required documentation from the service center the following Tuesday November 25, The reimbursement was approved the same day and invoiced the next day November 26, for the full purchase price including sales tax of $ I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
May 19, [redacted] Las Vegas, NV [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased a tablet from [redacted] with an extended protection plan administered by AsurionAfter the screen cracked you attempted to submit a claim online unsuccessfully, receiving error messagesYou called to submit the claim and were advised the Plan did not cover tablets The desired resolution listed in your complaint is to be provided an [redacted] gift card for the purchase price amount so you can replace the device A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted N.E.WApril 28, to submit a claim for your tablet The system rejected the claim after it did not recognize the Plan information that was entered Follow up notes state the Plan that you purchased was for electronics when the Plan purchased should have been for tablets Additional notes indicate the correct Plan was manually created for you after your initial attempt to submit a claimI sent an e-mail to you May 12, with contact information for a Resolution Specialist who has agreed to assist youYou replied that you have been out of town but would follow up as soon as possible once you are able 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 | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is not intentional and was accidentissue a new device! Regards, [redacted] ***
From: [redacted] < [redacted] >Date: Fri, Feb 27, at 7: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
April 9, [redacted] N.E.Wreceived your rebuttal statement in response to our orignial reply letter addressing your complaint filed with the Revdex.comYour orignial complaint is summarized again below According to your complaint filed with the Revdex.com, you sent your laptop to N.E.Wto be repairedIt was not fixed properly and you have had problems related to the sound and other issuesWhen you informed N.E.Wthere were still problems after your laptop was repaired, you were told no further service would be performed as your Plan had expiredYou also would like us to be aware that you were [redacted] and have been [redacted] from your [redacted] This is the reason it has taken awhile for you to deal with this issue Our original response to your complaint is summarized below Our research revealed you contacted N.E.WFebruary 22, regarding an issue with your [redacted] laptop computer The laptop was received at our service center March 20, The repair was completed and the laptop was returned to you on March 26, The next communication N.E.W had with you occurred February 5, Your Service Plan with N.E.W expired October 20, Each service repair has a day guaranteeIf N.E.Whad received information within days after you received the laptop that the repair did not fully resolve the problems it was sent for, we would have serviced it again under the original service request We also would have provided additional repairs under the Service Plan had we been informed of any issues while the Plan was still in effect As it was, you contacted N.E.Walmost four months after your Plan expired We are not able to extend the term of the Service Plan that expired in October We respectfully deny your request to provide additional repairs to your laptop, or provide a reimbursement of the purchase price paid you paid for the Service Plan as it has been earned You rebuttal statement is summarized below N.E.Wdoes not want to take responsibility for their repair jobThe laptop feels like it is going to fall apart and they did not fix everything that was wrong with itI did not know it was their fault until much laterI need it to go back to schoolYou did not do what you were paid to do, and you do not warranty your repair job so if more things are wrong with your work in the future I am out of luck As I stated in our original reply, N.E.Wdoes provide a day warranty for each repair that we authorizeHad N.E.W been notified within days of March 26, after you received your laptop from service that the repairs were not performed to your satisfaction, we would have asked the repair center to service it againThe Service Plan you purchased was in effect until October 20, Had we been notified during the term of your Service Plan that your laptop required additional repair, we would have authorized a service center to do soWe also would have extended the expiration date an additional days as a courtesy had we received notice within that time that there was a problem with your laptop We are unable to provide an unlimited warranty time frame for repair work A day warranty for repairs is typical of the industry Please also be aware N.E.Wwould have extended the expiration date of your Service Plan an additional days as a courtesyThis simply means had N.E.Wbeen notified prior to November 19, that your laptop needed service, we would have authorized a service center to perform the work for you We were not notified until February 2015, or almost eleven months after your laptop was serviced and four months after the expiration date of your Service Plan that you were unsatisfied with the repair We sincerely regret that your experience with N.E.Wwas less than satisfactoryI hope this response helps you to understand why we are unable to provide additional repair service to your laptop and close out this complaint filed against N.E.W Regards, Ken P [redacted] Compliance Coordinator | [redacted] | www.asurion.com [redacted] ***
January 8, 2015Dear [redacted] ***,On behalf of N.EW., 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 numberI would like to offer my apology that your experience with N.E.W did not meet your expectations.N.EWCustomer 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 providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.EWStrives to provide world class customer serviceEach call or letter that comes into N.EWregarding 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 properlyMost of the TV was not functionalThe original issue with your television was the picture not displaying that was determined to be a power supply problemPieces could be heard rattling around in the televisionYou were advised the television could be sent back in for repairYou are also dissatisfied with being reimbursed for a blue ray player instead of being provided with a repair on itThis 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 complaintI 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 youI would be happy to discuss your compliant, please do not hesitate to contact me directly at [redacted] .Regards,Cynthia R.SrCompliance Coordinator
March 27, [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 numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “Asurion refuses to honor the contractWe purchased kids bicycles from [redacted] with years warrantyWhen we called to file a claim on one of the bike, they said they do not cover that which was the bike seatsI called to file another claim on the second one where the gear chain keeps coming lose which causes my kid to fall and they said they only offer electrical or mechanical issue coverageTo my knowledge this is a mechanical issue and they refuse to cover itI spoke to their rep on their phone and said oh so sorry but nothing we can do.” The desired resolution listed in your complaint “Asurion has to honor the contract and fixed the bikes or replace them if needed” A review of your service history for the replacement plan you purchased has been completedThe research revealed that a Resolution Specialist named Alaina reached out to you on March 23rd and confirmed the failures you were experiencing Alaina initiated a claim for each of your bicycles and advised you she would oversee them to completion Once claim payment is made via gift card for the purchase price you paid for your bicycles plus tax N.E.Wwill have fulfilled their obligation under the terms of the replacement plans you purchased for your bicycles I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted] Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] www.asurion.com
February 12, [redacted] PO Box [redacted] Dover, NJ [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, a [redacted] camera was lost in transit after you were instructed to send it to an N.E.Wservice center You were advised that you would need to submit a claim with the shipper, [redacted] (***), for a lost itemYou attempted to do so however [redacted] informed you the party that generated the return shipping label would be the party required to submit the claimRepeated phone calls to both [redacted] and N.E.Whave yielded no resultsYou feel as though each party is attempting to avoid responsibility for the lost item The desired resolution listed in your complaint is a refund of the purchase price paid for your [redacted] camera A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted a claim November 18, for your [redacted] camera which was originally purchased at [redacted] Our service center provided you with a prepaid return shipping labelUpon receiving the item, you were to be reimbursed for the purchase price that you paidOn December 8, the service center assigned to receive your product did receive a shipping envelope with the return label they provided to you however the envelope was emptyThe reimbursement was denied with instructions you would need to file a claim with ***You attempted to do so without success [redacted] informed you the party that generated the return shipping label, and paid for the shipment would be required to submit the claimA request was submitted to file a lost item claim with [redacted] however no further action occurredIn an effort to provide a better customer experience, a decision was made to provide a reimbursement check to you for the purchase price paid for the [redacted] cameraThe reimbursement check will be sent via USPS certified mail to the address at the top of this letter You indicated this would be a satisfactory resolution to your complaint I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### or by email at ***@asurion.com Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
March 17, [redacted] Garland, TX [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you submitted a television to a service center for repair in December and have received no notice regarding the status of the repairYou inquired about the repair over a month agoA customer service representative advised you they would check in the repair and provide a follow up the next day, but you received no further communication The desired resolution listed in your complaint is to have your television returned to you repaired or to receive a new television of greater valueYou also request a refund of the purchase price paid for the extended Service Plan A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WDecember 15, to request a service repair for your [redacted] televisionA prepaid [redacted] return shipping label was provided for you to submit the television to the assigned service centerThe service center received the television on January 8, On January 23, you contacted N.E.Wto request an update on the repair statusA customer service representative sent a notice to the service center with a request to contact you with any information about the repairThe service center added notes on January 29, indicating they sent the television to the manufacturer for exchange, and that the manufacturer would contact you within a few days to make the arrangementsAs of March 16, you have not received either your television repaired, or a replacementI attempted to contact the manufacturer using the phone number provided by the service centerThe phone number was no longer a working numberThe service center also provided a [redacted] tracking number ending in for the shipment of your television to the manufacturer This tracking number yields no results when entering it into the [redacted] website In an effort to provide a resolution to your complaint we offered to provide you a reimbursement of the purchase price you paid for the televisionYou agreed to this resolution A request has been submitted to have a check issued to you, and sent via next business day delivery once it is availableWe are unable to provide a reimbursement of the purchase price paid for the Service Plan, as it the existence of the Service Plan that permits us to provide a reimbursement of the purchase price paid for the television I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
[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]
May 19, [redacted] Redmond, WA [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “I had purchased a [redacted] Multifunction Chair from [redacted] store on 07/29/for $149.99, and also purchased a warranty with it in regards to cover years of service/replacement for $ About a week or so ago, one of the legs of the chair had completely snapped/cracked resulting in the chair to no longer sit upright properly and/or be stable in itI had dug out my warranty, contacted the agency, sent over pictures per request, and was denied warranty stating it was "not a covered failure"In the contract that I was given at the time of purchase states that it covers "Frames - Structural defects, warping, cracking, and breaking to frames and legs" which, unfortunately, is what had happened to my chairThe chair is no longer able to be used and the warranty is not covering as stated.” The following is the desired resolution listed in your complaint: “Desired outcome is replacement chair of equal or greater value at time of purchase or financial reimbursement of original chair purchase price.” A review of your service history for the service plan you purchased has been completedThe research revealed a gift card ending in # [redacted] in the amount of $(purchase price plus tax) issued on May 9, I called the contact number listed in your complaint on May 12, to verify you received the gift cardI was unable to leave a message, I only received a message that the voicemail was not set up to accept my message I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
January 19, [redacted] Boulder, CO [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased a DJ media controller from [redacted] with an extended warranty administered by N.E.W You submitted it to N.E.Wfor repair related to the audio for the headphones and sound system speakersWhile the item was being repaired you were out of town for approximately monthsThe repair was completed while you were awayUpon returning you plugged in the controller to a power source and discovered the same problem you sent to be repaired still existedDuring the months you were out of town the extended Plan provided by N.E.WexpiredWhen you contacted N.E.Wto explain the issue had not been resolved, you were informed by several representatives because the Plan was expired, no further repairs attempts would be performed The desired resolution listed in your complaint is for the media controller to be repaired, replaced with another item, or to be reimbursed the full purchase price you paid for the item so you can purchase another A review of your service history for the service plan you purchased has been completedThe research revealed the media controller was first submitted to N.E.W in April It was marked as repaired and returned April 15, On September 12, a second repair request was submittedThe service center assigned to repair the controller received it October 8, and marked it as repaired October 29, On December 29, you notified N.E.Wthe controller was still experiencing the same problem that was sent to be repaired in SeptemberYou were advised as more than days had passed since the repair was performed, and that the Plan was now expired, N.E.W would not immediately authorize another repairThe representative you spoke with added notes that they would inquire about what action if any could take placeThe following day a contract extension for your service Plan was approved another service request was approvedAfter three attempts to send a prepaid return shipping label to you, the service center assigned to the repair the controller received it January 12, A request to expedite the repair and return has been submittedThe repair is currently underwayYou are welcome to contact me directly if there are any further issues upon the return of your media controller I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator - Legal | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
April 9, [redacted] Puyallup, WA [redacted] Complaint # [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “I have a TV with unintentional damage that [redacted] said they would honor but it was covered from ***I called [redacted] and they said they only cover manufacturer defectsI called [redacted] back up and the last was very rude and started that they do not cover unintentional damage, they will not repair or replace item, and that they have a list of repair places that I can pay for my tv to get fixedI have a year from the manufacturer and three more years from [redacted] I sell TV’s but will not encourage anyone to purchase warranties, [redacted] TVs, or [redacted] after this.” The following is the desired resolution listed in your complaint: “I do not want this fixedAfter this I want my comment back for my protection plan plus the full cost of my televisionThis has taken up an hour of my time that should have been handled straight onlineI am very satisfied with thisI am one of two of the leading sellers of protection plans at [redacted] This last quarter our store was number one company wide currently my store/department is not number one that I know ofI am one of two of the top protection plan sales associates.” A review of your service history for the service plan you purchased has been completedThe research revealed registration for your tele***n along with a months service plan with a purchase date of August 18, The enhanced coverage for your tele***n is surge protection which is available from the date of purchase and not provided for under the manufacturer’s warranty Coverage for breakdowns defined in the terms and conditions as mechanical or electrical failures of the tele***n caused by defects in materials and/or workmanship, wear and tear, dust, heat or humidity is provided along with power surge protection after the manufacturer’s warranty expires Each retailer’s terms and conditions are different and I have included specific language from the terms and conditions for the [redacted] Product Care plan you purchased for your television below for your understanding: What is Covered: This Plan covers parts and labor costs to repair or replace your product in the event the product experiences a breakdown If we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the original purchase price of that product, including taxes, as indicated on your sales receipt Non-original manufacturer’s parts may be used for repair of the product if the manufacturer’s parts are unavailable or more costly This Plan includes the following enhanced coverage and services: All Plans: · Repairs necessary for the product to meet the manufacturer’s written specifications · Two (2) annual cleanings and adjustments for DVD Players and VCRs after expiration of the manufacturer’s labor warranty · Repair or replacement of accessories included in the box by the manufacturer necessary for the product to meet the manufacturer’s written specifications: e.g., remote controls, additional lenses (cameras), 3-D glasses (for 3D TVs and / or 3D Blu-ray players), game controllers · Surge protection from date of purchase What is not covered: (1) repairs caused by accidental damage, spilled liquids (UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), insect infestation, misuse, abuse, Intentional Physical Damage and Products with altered or missing serial numbers; (20) loss or damage to stored data, repairs related to installed software, computer viruses, cracked or physically damaged screens or computer hardware which is added after the original purchase; We can reimburse you for the cost of the service plan you purchased for your television if you so desireHowever, we cannot cover the unintentional damage you state your television sustained under the service plan you purchased for it under the terms and conditions of the plan I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If you wish to receive reimbursement for the cost of the service plan, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
March 18, [redacted] Mexico, MO [redacted] Complaint ID# [redacted] Dear [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “On 11/16/we purchased [redacted] treadmill from [redacted] for $699.00+taxAt the same time we purchased a 4year extended warrantee for $from Asurion called [redacted] no sweat policyApproximately days ago a part brokeOur service request number is [redacted] We contacted Asurion and were informed yesterday that they did not want to fix our product but give us a certificate for ***'s [redacted] ***'s for the original purchase priceFirst, what about the remainder of our warranteeWe purchased years and received less than yearsSecond, if we are unhappy with [redacted] ***'s why would we want to purchase another product from themAnd last, to replace this treadmill from ***'s would cost $1499.00.” The following is the desired resolution listed in your complaint: “We would except a refund check for the purchase price + tax made to meWe also believe that we should receive a prorated refund of the unused portion of the warrantee.” A review of your service history for the service plan you purchased has been completedThe research revealed a gift card for $issued on March 6, and emailed to you at [redacted] This is the purchase price you paid for the treadmill plus taxAdditional notes in your service request indicate you were upset regarding not also being reimbursed for the service plan The service plan you purchased for your treadmill provided a means for the reimbursement you received for the purchased price you paid for your treadmill plus taxSpecific language from the terms and conditions of the service plan you purchased for your treadmill are included here for your reference Limit of Liability: For any single claim, the limit of liability under this Plan is the least of the cost of (1) the total of authorized repairs performed up to the purchase price of the product, (2) replacement with a product of similar features, (3) reimbursement for authorized repairs or replacement or, (4) the purchase price you paid for the productThe total liability under this Plan is the purchase price you paid for the productIn the event that we replace the product, reimburse you for replacement of the product or purchase price you paid for the product, we shall have satisfied all obligations owed under this Plan I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
November 6, [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below After waiting two weeks for a return shipping box and submitting my laptop for repair, Asurion has been unable to provide an expected date of return after having it four weeks The desired resolution listed in your complaint is to receive a replacement laptop if yours is unable to be repaired A review of your service history for the replacement plan you purchased has been completedThe research confirmed you initiated a claim with N.E.Wfor your laptop computer Friday September 5, Two attempts to send you a return shipping label and box were unsuccessful, but the service center assigned to repair your laptop did receive it September 24, The service center determined they needed to order a LCD to complete the repair of your laptopYou contacted N.E.WOctober 18, to request a status updateThe most recent information available to our customer service representatives indicated the service center was still awaiting the LCD with no estimated date of arrival for the partYou shared your repair experience with N.E.Won Social Media A N.E.Wcorporate resolution specialist contacted you to discuss your concernsShe offered to provide a refund of the purchase price paid for the laptop due to the extended length of time that had passed without an expected date of completionYou agreed to this and the refund was approvedOur records indicate the refund was received and has been reconciled N.E.Wappreciates your business and we regret your experience was less than satisfactoryWe are following up with the service center assigned to your repair in an effort to prevent the lack of follow up that occurred with your claim from happening againI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
February 9, [redacted] Cincinnati, Ohio [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below You submitted a claim for a [redacted] tablet and were advised a prepaid return shipping label would be provided to you so that you could forward the tablet to our service centerAfter two failed attempts to receive a return shipping label, you were advised we would issue a reimbursement of the purchase price via gift card without attempting to have the [redacted] tablet returned to our service centerYou did not receive the gift card as expectedYou followed up on January 6, As of January 23rd you still had not received the reimbursement The desired resolution listed in your complaint is to receive a new [redacted] and a refund of your money A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim for your tablet was initiated October 15, Three attempts to have a prepaid return shipping label sent to you were unsuccessfulA total of three reimbursement requests were submitted and approvedThe most recent was invoiced on January 9, After receiving your complaint I attempted to reach you on two occasions to ask if the reimbursement was receivedI was not able to speak with you but left voicemail messages each time requesting that you call me back if the reimbursement still had not been receivedI received a voicemail message from you February 9, You stated you have not received the reimbursementI submitted a reissue request to have a reimbursement gift card sent to the address at the top of this letterI apologize for the inconvenience you have enduredI will follow up to be certain you do receive the reimbursement We appreciate your business and certainly regret your experience has been less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
March 10, [redacted] Orlando, FL 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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives 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.Wfor repair on four occasionsYou 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 relatedAs N.E.Wreplaced the Operating System, N.E.Wshould 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 completedThe research revealed a reimbursement of the purchase price paid for the laptop was submitted and approved February 25, A check was issued to you and sent February 26, via [redacted] next day delivery top the address at the top of this letterThe [redacted] website indicates it was delivered at 11:am Friday February 27, 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 | Nashville, TN
April 9, [redacted] N.E.Wreceived your rebuttal statement regarding our reply to your original complaint filed with the Better Business BureauYour original complaint is summarized again below Asurion was the insurance company used by [redacted] to repair or replace faulty equipmentThey refuse to repair the item and will not replace it either When I contacted Asurion about replacing my item I was hung up onWhen I finally did get them to commit to a refund they would only give a partial refund The desired resolutioon listed in your complaint is to receive a replacement tablet with similar specifications and a warranty that will be honored Our first response to your complaint is summarized below A review of your service history revealed a claim for an [redacted] tablet was initiated February 23, after it would no longer power on The claim was approved and a prepaid return shipping label was provided for you to forward the item to our depot centerUpon receiving the tablet, a reimbursement of the full purchase price including sales tax will be issued to you In the section of the Terms and Conditions labeled What is Covered you will read the following: What is Covered: This Plan covers parts and labor costs to repair or replace your product in the event the product experiences a breakdownIf 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 receiptNon-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 productThe total liability under this Plan is the purchase price you paid for the product; in the event that the total of all authorized repairs exceeds the purchase price paid for the product or we replace the product with another of equal or greater value, we shall have satisfied all obligations owed under this Plan and the Plan shall terminate Your rebuttal statement is summarized below The warranty was sold to you as fix or replaceThe option to refund the purchase price at our discretion was never brought upYou never signed anything stating a partial refund would be acceptableThe only option you would accept is a replacement with an equivalent tablet You mention in your complaint that N.E.Wis only offering a partial refund for the tabletWe are providing the full purchase price including sales tax paid for the tabletThis is the dollar amount you provided to N.E.Wwhen you registered your tablet with the Service PlanThis is the maximum amount we have always stated we will provide I refer you again to our Limit of Liability statement which reads: The total liability under this Plan is the purchase price you paid for the product I’m sorry if you were unaware of the Terms and Conditions of the extended Plan when you registered your product with N.E.W A copy was available on [redacted] website when you purchased the tablet onlineCopies were and remain available at their brick and mortar store locations If you prefer not to complete the claim, we will gladly cancel and provide a refund of the purchase price you paid for the extended Plan As I mentioned in our original reply, we regret your experience has been less than satisfactory, however we stand by our position that the purchase price amount including sales tax is the maximum amount we will provide when fulfilling a claim Respectfully, Ken P [redacted] Compliance Coordinator | [redacted] | www.asurion.com [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I still have not received the check in the mail for the balance of the phone Although, I will say that I do appreciate the honesty in the response and confirmation of all my issuesTo add to this issue and I'm not sure if this is the appropriate place for it but, I have a second phone that is insured with Asurion which I cracked the screen on yesterday I contacted them yesterday and was told again they did not have a product to replace mine and they would need to issue the money for the phone I am NOT going to deal with that process again and payed $to fix the phone on my own, which makes the plan basically useless to me If I buy a plan that can replace my phone, I expect they can do that, and I see here twice that is not the case Also, there should be a much better process of handling a warranty plan on a cell phone as people depend on their phone, and being without it for a long period of time, is unacceptable I am going to [redacted] when I receive the check to purchase a new phone (for the additional issue) and, at that time, I will request a reimbursement for the amount I paid for the warranty plan for the second phone I had an issue with yesterday The warranty plan was purchased at [redacted] as a [redacted] /Asurion plan Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I am absolutely disgusted with the lack of Customer service I received from Asurion or N.E.Wthroughout this entire process.! Every representative that I spoke to not only did not assist me in helping to get resolve the problem but, only transferred me back and forth to other representatives that told me that there was nothing that they could do for me either In lieu of the lack of customer service, I am requesting a full reimbursement of the cost of the television (which had pre-existing damage to it), as well as for the cost for the warrantly I purchased along with the television Regards, [redacted] ***
December 18, [redacted] Stevenson, 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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below After multiple repair attempts you were advised your clothes dryer would be replaced, or that you would receive a reimbursement of the purchase price paid for the dryerYour attempts to speak with someone regarding the status of your claim were met with replies that it was under review and that someone would contact youYour requests to speak with a supervisor were unsuccessfulSeveral times you were advised a supervisor would return your call but never did The desired resolution listed in your complaint is to receive a replacement dryer or a reimbursement of the purchase price so you may purchase another one A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim was opened November 3rd, Parts thought to be required to complete the repair were ordered November 12, You contacted N.E.W Friday November 21, after speaking with the service center assigned to your repairYou indicated the service center advised you the unit was unrepairable and they were recommending a buyoutN.E.Wcontacted the service center by phone and confirmed their diagnosis, however we were unable to approve the reimbursement until the service center forwarded documentationYou were advised of three business days for the reimbursement to be approvedN.E.Wreceived the required documentation from the service center the following Tuesday November 25, The reimbursement was approved the same day and invoiced the next day November 26, for the full purchase price including sales tax of $ I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
May 19, [redacted] Las Vegas, NV [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased a tablet from [redacted] with an extended protection plan administered by AsurionAfter the screen cracked you attempted to submit a claim online unsuccessfully, receiving error messagesYou called to submit the claim and were advised the Plan did not cover tablets The desired resolution listed in your complaint is to be provided an [redacted] gift card for the purchase price amount so you can replace the device A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted N.E.WApril 28, to submit a claim for your tablet The system rejected the claim after it did not recognize the Plan information that was entered Follow up notes state the Plan that you purchased was for electronics when the Plan purchased should have been for tablets Additional notes indicate the correct Plan was manually created for you after your initial attempt to submit a claimI sent an e-mail to you May 12, with contact information for a Resolution Specialist who has agreed to assist youYou replied that you have been out of town but would follow up as soon as possible once you are able 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 | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is not intentional and was accidentissue a new device! Regards, [redacted] ***
From: [redacted] < [redacted] >Date: Fri, Feb 27, at 7: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
April 9, [redacted] N.E.Wreceived your rebuttal statement in response to our orignial reply letter addressing your complaint filed with the Revdex.comYour orignial complaint is summarized again below According to your complaint filed with the Revdex.com, you sent your laptop to N.E.Wto be repairedIt was not fixed properly and you have had problems related to the sound and other issuesWhen you informed N.E.Wthere were still problems after your laptop was repaired, you were told no further service would be performed as your Plan had expiredYou also would like us to be aware that you were [redacted] and have been [redacted] from your [redacted] This is the reason it has taken awhile for you to deal with this issue Our original response to your complaint is summarized below Our research revealed you contacted N.E.WFebruary 22, regarding an issue with your [redacted] laptop computer The laptop was received at our service center March 20, The repair was completed and the laptop was returned to you on March 26, The next communication N.E.W had with you occurred February 5, Your Service Plan with N.E.W expired October 20, Each service repair has a day guaranteeIf N.E.Whad received information within days after you received the laptop that the repair did not fully resolve the problems it was sent for, we would have serviced it again under the original service request We also would have provided additional repairs under the Service Plan had we been informed of any issues while the Plan was still in effect As it was, you contacted N.E.Walmost four months after your Plan expired We are not able to extend the term of the Service Plan that expired in October We respectfully deny your request to provide additional repairs to your laptop, or provide a reimbursement of the purchase price paid you paid for the Service Plan as it has been earned You rebuttal statement is summarized below N.E.Wdoes not want to take responsibility for their repair jobThe laptop feels like it is going to fall apart and they did not fix everything that was wrong with itI did not know it was their fault until much laterI need it to go back to schoolYou did not do what you were paid to do, and you do not warranty your repair job so if more things are wrong with your work in the future I am out of luck As I stated in our original reply, N.E.Wdoes provide a day warranty for each repair that we authorizeHad N.E.W been notified within days of March 26, after you received your laptop from service that the repairs were not performed to your satisfaction, we would have asked the repair center to service it againThe Service Plan you purchased was in effect until October 20, Had we been notified during the term of your Service Plan that your laptop required additional repair, we would have authorized a service center to do soWe also would have extended the expiration date an additional days as a courtesy had we received notice within that time that there was a problem with your laptop We are unable to provide an unlimited warranty time frame for repair work A day warranty for repairs is typical of the industry Please also be aware N.E.Wwould have extended the expiration date of your Service Plan an additional days as a courtesyThis simply means had N.E.Wbeen notified prior to November 19, that your laptop needed service, we would have authorized a service center to perform the work for you We were not notified until February 2015, or almost eleven months after your laptop was serviced and four months after the expiration date of your Service Plan that you were unsatisfied with the repair We sincerely regret that your experience with N.E.Wwas less than satisfactoryI hope this response helps you to understand why we are unable to provide additional repair service to your laptop and close out this complaint filed against N.E.W Regards, Ken P [redacted] Compliance Coordinator | [redacted] | www.asurion.com [redacted] ***
January 8, 2015Dear [redacted] ***,On behalf of N.EW., 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 numberI would like to offer my apology that your experience with N.E.W did not meet your expectations.N.EWCustomer 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 providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.EWStrives to provide world class customer serviceEach call or letter that comes into N.EWregarding 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 properlyMost of the TV was not functionalThe original issue with your television was the picture not displaying that was determined to be a power supply problemPieces could be heard rattling around in the televisionYou were advised the television could be sent back in for repairYou are also dissatisfied with being reimbursed for a blue ray player instead of being provided with a repair on itThis 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 complaintI 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 youI would be happy to discuss your compliant, please do not hesitate to contact me directly at [redacted] .Regards,Cynthia R.SrCompliance Coordinator
March 27, [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 numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “Asurion refuses to honor the contractWe purchased kids bicycles from [redacted] with years warrantyWhen we called to file a claim on one of the bike, they said they do not cover that which was the bike seatsI called to file another claim on the second one where the gear chain keeps coming lose which causes my kid to fall and they said they only offer electrical or mechanical issue coverageTo my knowledge this is a mechanical issue and they refuse to cover itI spoke to their rep on their phone and said oh so sorry but nothing we can do.” The desired resolution listed in your complaint “Asurion has to honor the contract and fixed the bikes or replace them if needed” A review of your service history for the replacement plan you purchased has been completedThe research revealed that a Resolution Specialist named Alaina reached out to you on March 23rd and confirmed the failures you were experiencing Alaina initiated a claim for each of your bicycles and advised you she would oversee them to completion Once claim payment is made via gift card for the purchase price you paid for your bicycles plus tax N.E.Wwill have fulfilled their obligation under the terms of the replacement plans you purchased for your bicycles I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted] Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] www.asurion.com
February 12, [redacted] PO Box [redacted] Dover, NJ [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, a [redacted] camera was lost in transit after you were instructed to send it to an N.E.Wservice center You were advised that you would need to submit a claim with the shipper, [redacted] (***), for a lost itemYou attempted to do so however [redacted] informed you the party that generated the return shipping label would be the party required to submit the claimRepeated phone calls to both [redacted] and N.E.Whave yielded no resultsYou feel as though each party is attempting to avoid responsibility for the lost item The desired resolution listed in your complaint is a refund of the purchase price paid for your [redacted] camera A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted a claim November 18, for your [redacted] camera which was originally purchased at [redacted] Our service center provided you with a prepaid return shipping labelUpon receiving the item, you were to be reimbursed for the purchase price that you paidOn December 8, the service center assigned to receive your product did receive a shipping envelope with the return label they provided to you however the envelope was emptyThe reimbursement was denied with instructions you would need to file a claim with ***You attempted to do so without success [redacted] informed you the party that generated the return shipping label, and paid for the shipment would be required to submit the claimA request was submitted to file a lost item claim with [redacted] however no further action occurredIn an effort to provide a better customer experience, a decision was made to provide a reimbursement check to you for the purchase price paid for the [redacted] cameraThe reimbursement check will be sent via USPS certified mail to the address at the top of this letter You indicated this would be a satisfactory resolution to your complaint I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### or by email at ***@asurion.com Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
March 17, [redacted] Garland, TX [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you submitted a television to a service center for repair in December and have received no notice regarding the status of the repairYou inquired about the repair over a month agoA customer service representative advised you they would check in the repair and provide a follow up the next day, but you received no further communication The desired resolution listed in your complaint is to have your television returned to you repaired or to receive a new television of greater valueYou also request a refund of the purchase price paid for the extended Service Plan A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WDecember 15, to request a service repair for your [redacted] televisionA prepaid [redacted] return shipping label was provided for you to submit the television to the assigned service centerThe service center received the television on January 8, On January 23, you contacted N.E.Wto request an update on the repair statusA customer service representative sent a notice to the service center with a request to contact you with any information about the repairThe service center added notes on January 29, indicating they sent the television to the manufacturer for exchange, and that the manufacturer would contact you within a few days to make the arrangementsAs of March 16, you have not received either your television repaired, or a replacementI attempted to contact the manufacturer using the phone number provided by the service centerThe phone number was no longer a working numberThe service center also provided a [redacted] tracking number ending in for the shipment of your television to the manufacturer This tracking number yields no results when entering it into the [redacted] website In an effort to provide a resolution to your complaint we offered to provide you a reimbursement of the purchase price you paid for the televisionYou agreed to this resolution A request has been submitted to have a check issued to you, and sent via next business day delivery once it is availableWe are unable to provide a reimbursement of the purchase price paid for the Service Plan, as it the existence of the Service Plan that permits us to provide a reimbursement of the purchase price paid for the television I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
[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]