December 22, [redacted] Salem, OR [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 You have been trying to get a tablet replaced for over a monthYou followed the instructions provided and sent your tablet to N.E.WYou have been advised on different occasions that you would be sent a reimbursement in the form of a check or a gift card only to not receive it as expected Each time you call to request a status update you are provided with different information The desired resolution listed in your complaint is to receive a refund of the purchase price and a free extended warranty on your next device A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was opened with N.E.WOctober 10, for a tablet registered to [redacted] Our system notes indicate on October 13, a replacement [redacted] Premium 7HD 512MB tablet was selected by the customer as the fulfillment method for the claimIt was shipped via [redacted] with the tracking # [redacted] The [redacted] website indicates it was delivered October 23, I attempted to reach you by calling the phone number you provided the Revdex.com which is the same number we have registered in our systemI was unable to leave mess***s as a recording indicated your voicemail box has not been set up yet Please check with [redacted] to ask if she received the replacement tablet as it was addressed to herIf the tablet was not received as [redacted] indicates, please call me at the phone number below so that we may investigate further 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 [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
February 20, [redacted] Chokio, MN [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 claim with N.E.WNovember 3, to have your camera repaired after fault codes indicated something was wrongThe camera was returned to you November 28, with a note that the main PCB board was replaced, and the image sensor was cleaned and calibratedUpon trying to use the camera for the first time after repair, you noticed there were now different fault codes appearing on the displayThe camera was returned to an N.E.Wservice center a second timeThis time it was returned to you unrepaired with a note the main PCB board had sustained water damageAs the PCB board was replaced during the first repair, and the camera did not work properly the first time you attempted to use it after being repaired, you believe the water damage occurred while at our facility or during the return shipping to you The desired resolution listed in your complaint is for the camera to be repaired or replaced A review of your service history for the replacement plan you purchased has been completedThe research confirmed your camera was repaired and returned to you November 28, On December 2, 2014, four days after receiving your repaired camera, you notified N.E.Wthat there were other problems occurring with your cameraYou were instructed to return the camera for a second service request which was later denied due to water damage I spoke with you regarding your concernsI believed your statement that when you attempted to use the camera for the first time after being repaired it did not workI also believe it is possible faulty parts may have been used during the first repair resulting in the camera not working with new fault codes displayed In an effort to resolve your complaint and for customer satisfaction I offered to reimburse the purchase price you paid for the cameraYou stated this would provide a satisfactory resolutionI requested the reimbursement be overnighted to you once it has been issued, and that you should expect it within 7-business days I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
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 meAdditionally, I would like to state that though I have received reimbursement in full I cannot stress how frustrating this whole experience has beenI really do hope that Asurion investigates those involved in this matter and that they do indeed utilize this claim "as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers" ***
November 10, [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 On September 17, you purchased a tablet from [redacted] .com with a year replacement planOn October 16, you submitted a claim for the tablet after it stopped working properlyThe same day you received an e-mail stating your claim was approved and you would receive an e-gift card for the purchase price amount paid for the tabletAs of October 29, and three phone calls to Asurion you still had not received the reimbursement The desired resolution listed in your complaint is to have a check for the reimbursement amount sent to you overnight A review of your service history for the replacement plan you purchased has been completedThe research revealed you should have been advised the reimbursement would not be issued until Asurion received the tablet and confirmed it was the registered itemThis is simply to protect N.E.Wfrom providing a reimbursement for an item and then receiving the wrong product, or an empty box as has happened in the past Your tablet was received by N.E.WOctober 27, and checked in October 28, A reimbursement via e-gift card was generated October 29, You contacted N.E.Won October 29, to inform us you were still awaiting the reimbursementThis conversation took place after the e-gift card was generated, but before it was to be sent to youThe representative you spoke with should have informed you the e-mail would have been sent to you later the same day, however a request to resubmit the reimbursement via a check payable to [redacted] was submitted insteadThe check was issued November 3, for the full purchase price including sales tax and sent to the mailing address at the top of this letter We at N.E.Wvalue your business and regret that your experience was 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 ###-###-#### or by e-mail at ***@asurion.com Kindest Regards, Ken P [redacted] Compliance Coordinator ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
[redacted] needs to have a conversation with Compliance regarding his concerns to the Revdex.comAs of today, November 21st he has not returned my call or responded to my email There are notes in his service request dated yesterday that someone named Jamie is contacting [redacted] Product Care (not Compliance) regarding the [redacted] tablet with model # [redacted] Jamie (the caller) has been advised that a receipt is necessary to reimburse for the tabletPrevious notes reflect emails have been received by N.E.Wfrom the customer but no receipt is attached The original complaint [redacted] filed indicates he was previously reimbursed for one [redacted] tablet and once we receive a receipt for the second tablet and provide reimbursement the plans will have been utilizedThe cost of the plans cannot be refunded Please let me know if you have any questions Regards, Cynthia R [redacted] SrCompliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
June 17, [redacted] Waterford, MI [redacted] Case # [redacted] [redacted] ***, On behalf of Asurion, please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Service PlansInc (Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other 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, your son’s saxophone had some issues pertaining to sticking keys and a missing pad You contacted both the retailer where you purchased the saxophone, and Asurion regarding these issues After speaking with both companies and spending several hours on the phone there has been no resolution Requests for a return call from supervisors have gone unresponded to The desired resolution listed in your complaint is to have your son’s saxophone repaired or replaced and to receive a new extended warranty A review of your service history for the replacement plan you purchased has been completedThe research revealed you purchased a saxophone from [redacted] & [redacted] on September 3, The issues you described are covered by the manufacturer’s warranty as they occurred within the first year after purchase Our representatives advised you on May 12, 16, and June 1, to contact the manufacturer as our service plan does not provide coverage for issues that are the responsibility of the manufacturer On June 2, you contacted Asurion with a store representative from [redacted] & [redacted] named [redacted] on the line with you An Asurion resolution specialist advised the correct process was to contact the manufacturerThe store representative advised he would be able to assist moving forward The following information can be reviewed on the [redacted] & [redacted] website under their Frequently Asked Questions for Products item # What is [redacted] & [redacted] 's Warranty Policy? [redacted] & [redacted] is an authorized dealer for all brands we carry on our site and all brand new items come with a manufacturers' warrantyYou have options should your instruments need warranty repairs covered by the manufacturer: Use a local repair shop for warranty services - Visit our stores to arrange for warranty services facilitated through our network of repair facilities Send it to us for warranty services - For band and orchestra instruments you have purchased, you also have the option to send the instrument to [redacted] & [redacted] and we will take care of the warranty repairsYou are responsible for shipping charges to and from [redacted] & [redacted] We recommend that you insure your package as wellPlease be aware that your repair could be delayed if we have to send it back to the manufacturer for warranty servicePlease contact Customer Service for instructions The service plan you purchased does provide for a reimbursement of the cost to submit the item to the manufacturer while under their warranty A check in the amount of $was provided to you for this reason Please understand the service plan you purchased for your son’s saxophone does provide coverage from the date of purchase for certain issues such as accidental damage from being dropped Issues that are covered by the manufacturer’s warranty during their warranty period are solely the responsibility of the manufacturerAfter the manufacturer’s warranty expires, the service plan continues to provide coverage for damage due to accidents as well as for issues originally covered by the manufacturer I hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
May 7, [redacted] Fayetteville, NC [redacted] Case # [redacted] , On behalf of N.E.W (Asurion), please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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, an Asurion employee advised you that after the manufacturer’s warranty for your [redacted] expired, the extended protection plan we administer would provide coverage for all perilsAfter dropping the [redacted] while crossing a street it was run over and destroyedWhen you called to submit a claim you were informed the incident you described was not covered The desired resolution listed in your complaint is for your claim to be approved A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WApril 24, to report your [redacted] had been run over in traffic after being dropped while you crossed a streetYou did not attempt to recover the damaged item, so you did not have a product to return to N.E.W The Plan you purchased requires small electronic and portable items be returned to N.E.W before a reimbursement can be issued This is why your claim was originally denied It is reasonable to believe that any attempt to retrieve damaged parts might have been unsafeFor this reason an exception to the returned equipment requirement has been approvedA reimbursement of the purchase price you paid for the [redacted] including sales tax has been approved A check will be sent to the address at the top of this letter via next business day delivery once it has been issued You indicated this would be a satisfactory resolution to your complaint I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
I want to thank you for your assistance in this matter.Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
March 16, [redacted] *** [redacted] Crown Point, IN 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 filed a claim with N.E.Wfor a broken printerYou were advised you would receive a reimbursement of the purchase price paid for the printer via gift card once you submitted it to our depot center using a prepaid return shipping label that would be sent to your e-mail addressAfter you did not receive a return shipping label, you contacted N.E.Wand were informed the label had been sent via U.S Postal Service to your home addressYou informed the customer service representative that you are on the road for business months out of the year and requested the return label be sent to your e-mail addressYou were advised you would have the return label within two hoursAfter two days past without receiving the label you contacted N.E.W againThe representative you spoke with informed you the label could not be sent via e-mail and must be delivered using the U.SPostal Service You went to the [redacted] location where you purchased the printer to ask if they could provide assistanceAn assistant manager stated his understanding was return labels were sent via e-mailHe contacted N.E.Won your behalfYou were again informed the return label would be sent to your e-mail addressAs of the date you submitted your complaint to the Revdex.com you had not received a return shipping label The desired resolution listed in your complaint is to have your claim resolved A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim for a printer/fax combo was initiated February 11, The claim was to be completed by providing you with a reimbursement of the purchase price paid using an [redacted] gift cardThe gift card was to be issued upon our service center receiving the productWhen we require you to submit the claimed product to a depot center we provide a prepaid return shipping label to youFor your claim the label was mailed to the address we have in our records for youWe received notification that you had not received the return shipping label on February 21, A second label was mailed to your home address at that timeA third label was sent to you February 23, This was a UPS return label with a tracking number ending in Our records indicate this tracking number is in route to our depot centerI will follow through with your claim until it is completedWe regret you were informed the return shipping label would be provided via e-mail only to be sent twice via U.SPostal Service to your home address I am unable to provide a definitive explanation why your return label was not sent to your e-mail address We want to prevent your experience from reoccurring with other customers and are actively researching the issue 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 14, [redacted] West Palm Beach, FL [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 Replacement Plan for a wireless phoneYou registered the wireless phone and Replacement Plan with N.E.W When you needed to file a claim you were informed the transaction code used when your wireless phone was registered was invalidN.E.Wrefused to forward a return shipping label to you so that you could send the product to our depot centerYou attempted to follow up three timesOn each call you were advised due to the wrong information being registered you would need to wait 3-business days for a response, only to never receive a call backWhen you asked to speak with a supervisor on one call, the representative was disrespectful and laughing The desired resolution listed in your complaint is to receive a return shipping label via e-mail as was advertised when you purchased the Plan, an apology, and for N.E.Wemployees to be more professional A review of your service history for the replacement plan you purchased has been completedThe research confirmed a claim was initiated March 27, for a wireless phoneA prepaid [redacted] return shipping label was sent to the address in our records via United Stated Postal Service so that you could forward the product to our depot center N.E.Wreceived information April 4, that you had not received the shipping labelA second label was sent also using the United States Postal ServiceOn April 8, the first return shipping label was scanned by [redacted] indicating the product was in route to our depot center The following day April 9, a reimbursement in the form of an e-gift card was invoiced for the full purchase price paid including sales tax We regret your experience with N.E.Wwas less than satisfactoryI am still working to ascertain if the return shipping label was not sent to you via e-mail due to an error at registrationWe will utilize our findings in an effort to prevent others from having the same experienceI 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 ***
June 23, [redacted] West Park, FL [redacted] Case # [redacted] [redacted] , On behalf of Asurion, please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Service PlansInc (Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other 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 contacted Asurion November 26, regarding your [redacted] air purifier You were advised on that call that your coverage with Asurion would not begin until after the manufacturer’s warranty expired You called Asurion again on May 30, and were advised the Asurion coverage began on the date of purchase Due to the misinformation provided to you, your Plan with Asurion expired leaving you unable to submit a claim for a broken product The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid with tax for the air purifier A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted Asurion November 26, regarding a [redacted] air purifier The representative you spoke with added a note that you were referred to the manufacturer as your product was still under their original warranty The replacement Plan you purchased did begin upon the date of purchase It does not replace the manufacturer’s warranty but rather provides certain additional benefits such as coverage for damage sustained by power surges Issues covered by the manufacturer’s warranty are solely the responsibility of the manufacturer Upon the expiration of the manufacturer’s warranty the replacement Plan provided by Asurion continues to provide power surge coverage as well as the coverage provided by the manufacturer Due to the misinformation, Asurion has agreed to extend the expiration date of your plan through July 31, so that you may submit a claim for your air purifier Upon completion of your claim you will receive a full reimbursement of the purchase price paid for your air purifier including sales tax I left a voicemail message advising you that the Plan had been extended and to call our toll free number ###-###-#### to file a claim I also left my contact information with a request to call me directly if you have any further issues or concerns I hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
November 20, [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: You have purchased two plans from Asurion for your two [redacted] tablets on May 16, It was months before one of your tablets was coveredNow the second one needs to be covered and it’s been three months since you initiated your claim The desired resolution listed in your complaint is to receive a refund for the tablets he purchased and the plans I called the contact number ###-###-#### listed in your complaint on November 10, and left a voicemail message for a return call to discuss your compliantAfter not hearing from you, on November 12th I emailed you to follow up on my voicemail message at [redacted] listed in your complaint As of the date of this letter I have not heard from youIf I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
March 20, [redacted] Hopewell, VA [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 provider Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “Asurion did not honor their product service planI have filed two different claims for the same issue with my [redacted] Laptop (Model # [redacted] , Serial # [redacted] )The first claim was filed February 15, (Service request number: [redacted] )The laptop was sent in and I was told that it would take 7-business days to repairI sent the laptop off for repair February 18, and there was an attempt to return it by [redacted] only two days later on February 20, When I received the laptop back there was a notice that said my issue had been resolved and that it had passed all diagnostic testing however the laptop was still not workingI was given a new battery for the laptop even though the battery had nothing to do with my issueApparently those "diagnostic tests" did not include pressing the power button because a press of the power button clearly shows that the laptop does not turn onI called and spoke to another representative about the unresolved issue and was told that a "re-work" needed to be doneAnother claim was opened on February 25, (Service request number: [redacted] ) and the laptop was sent back in on February 27, I received a phone call on March 5, stating that my claim was denied because of a biohazard (vomit) and that biohazards are not covered under the service planMy problem with Asurion is that nowhere in the terms and conditions of the service plan does it state that a biohazard (vomit) would not be coveredI have my original receipt as well as a copy of the terms and conditionsThere is a detailed list of items that are not covered under the service planBiohazard is not listedIt is also not listed on Asurion's websiteI completely understand not wanting to perform service on the laptop because of the vomit (which was cleaned off) however, the terms and conditions also state that if the product cannot be serviced then it may be replaced or that a gift card may be issued for the original priceI do not understand how a claim can be denied for a reason that is not reflected in any part of the terms and conditionsI explained the situation to two different representatives at the time both claims were filed and neither of the representatives told me that my product would not be covered because of the vomitThe first time I sent it in there was no issue about the vomitI purchased a protection plan for a reason and now that I need it, it is not being honored as it shouldIf the service plan does not cover this type of issue then that should be reflected in the terms in conditions along with the already included list of what is not coveredHow can a claim be denied over a condition that the consumer is NOT made aware of beforehand?” The following is the desired resolution listed in your complaint: “I would like for Asurion to honor the service plan that I purchased by either replacing the laptop or refunding me the amount paid plus tax which would equal $365.00.” A review of your service history for the service plan you purchased has been completedThe research revealed that your first service request was handled by a new technical representative who had no experience with opening a unit with a biohazardHe failed to document the biohazard and notify the appropriate departmentWithout the biohazard being documented the representative you spoke with the second time you called did not have the knowledge to refuse your request for a reworkThe original technical representative who worked your first claim has been coached and properly trained to handle these situations going forward A decision was made to reimburse you for your laptop for customer satisfaction due to the error in your original claim being processedThe reimbursement will be process and you should receive the check within business daysOnce you receive the reimbursement you will have 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
June 8, [redacted] San Ysidro, CA [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 tablet to N.E.Wseveral times for the same problem only to have it returned to you each time without being repaired properly The desired resolution listed in your complaint is to be advised of other options available to you if the tablet is unrepairable A review of your service history for the replacement plan you purchased has been completedThe research confirmed your tablet has been serviced three times for the same problem pertaining to the screenThe Service Plan you purchased has a No Lemon Clause which reads as follows: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the productReplacement products may be new, refurbished or remanufactured to meet the manufacturer’s specifications of the original product at our discretionTechnological advances may result in a replacement product with a lower selling price than the original productThe No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warrantyPreventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy I spoke with you to discuss your concerns and apologize for a less that satisfactory experience In an effort to resolve your complaint I offered to provide a reimbursement of the purchase price paid for the tablet upon its return to N.E.Wwithout having to go through a fourth diagnosis You agreed this would be a satisfactory resolution I provided you with a return box and shipping labelUpon the tablet being delivered to N.E.W., I will submit the reimbursement request Once issued, I will have the check sent to the address at the top of this letter via next business day delivery 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 ***
December 9, [redacted] San Diego, CA [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 You purchased a [redacted] tablet from [redacted] .com in February with a month replacement Plan provided by N.E.W In November the tablet was droppedYou contacted N.E.Wand were informed you would need to provide proof of purchasing the replacement PlanYour understanding was that replacement Plans for products purchased online were automatically registered with N.E.WYou submitted the requested documents and would like for the Plan to be honored The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the tablet A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WNovember 6, stating your tablet had been dropped and would not power onYou were advised N.E.Wwould require proof of purchaseUpon receiving the proof of purchase, N.E.Wwould forward a return shipping label so you could send the tablet to our service centerYou submitted the requested documents which were verified and the claim was approved November 9, N.E.Wattempted to send the return shipping label to you via e-mail however you notified us November that you had not received it so another label was sent to you via e-mailService history notes indicate an effort to troubleshoot the problem with your tablet was performed successfully November 27, and that no further action was required Your tablet and replacement plan have been successfully registeredYour Plan with N.E.Wexpires February 28, Please feel free to contact me directly if you have any further problems with your tablet I hope this response provides you with the necessary information to close out this complaint filed against N.E.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
January 30, [redacted] Guilderland, New York Case # [redacted] Mr [redacted] , N.E.Wreceived your second rebuttal January 29, with information that you rejected our response to your first rebuttalYou reiterated that you made two calls to N.E.Wwhich I confirmed we have no record ofNo one has disputed that you made those callsWe simply have no record of them as we do not record each incoming call to our customer service centerI agree that if a representative spoke with you they should have notated your account, but that did not happenThis is a matter that we need to address internally You restate that during one of these conversations that a N.E.W representative advised you if the manufacturer was denying or delaying your claim that N.E.W“will take care of it”In your original complaint you provided information that the floor sweeper sustained a “mechanical breakdown” with no further information about what occurred to the productYou referred to the enhanced coverage provision of the terms and conditions which does provide coverage for accidental damage from handling for portable electronic productsAs such I will submit a request to reimburse the purchase price in the amount of $plus sales tax due to accidental dam***You will receive a reimbursement in the form of a [redacted] e-gift card sent to the e-mail address you provided to the RevDex.comThis will fulfill the terms of the Replacement Plan administered by N.E.WThe cost of the Plan will not be reimbursed as it is the existence of the Plan that will allow for the reimbursement of the purchase price paid for the product I sincerely regret your experience with N.E.Wwas not to your satisfactionI hope the information provided in this letter is sufficient for you to close the complaint filed against N.E.W Regards, Ken P [redacted] Compliance Coordinator | [redacted] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] | Nashville, TN
November 10, 2014 [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under... the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations. N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience. N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated. Your complaint filed with the RevDex.com is summarized below. You notified N.E.W. on September 16, 2014 that your television was returned to you without a stand, power cord, or a remote control after it was repaired. You state these items were included with the television when you sent it to N.E.W. for repair in June 2014. You were advised that as the television was returned to you in June, and that you waited until September to notify N.E.W. of the missing items, that too much time had passed and the items would not be returned. You explained the television had been in storage since being returned and that you just recently discovered the items were missing. A supervisor agreed to send you a stand, power cord, but stated a remote would not be included. This was acceptable to you. You later received the stand, a remote, but no power cord. The supervisor you previously spoke with stated that because a power cord could not be located, N.E.W. would provide a refund of the purchase price paid for the television via a [redacted] gift card. A gift card was issued however it was delivered to the wrong address. A second gift card was issued but was also delivered to the same wrong address. The desired resolution listed in your complaint is to receive the reimbursement you are expecting. A review of your service history for the replacement plan you purchased has been completed. The research confirmed your statements in the complaint. We respectfully request customers inspect and confirm all repairs have been completed to their satisfaction within 30 days of receiving a returned item. If there are still issues, we are in a better position to address them. Due to the length of time that passed between when you received your television after being repaired, and when you notified N.E.W. of the missing accessories, the service center could only confirm they had no record of any accessories being included when your television was delivered to them. As a goodwill gesture, N.E.W. agreed to send a stand, and a power cord. You agreed to this. You received a stand and a remote control, but no power cord. Only later did we discover a power cord for your television could not be located. It was at this point a reimbursement via [redacted] gift card of the purchase price paid for your television was offered to you. When a gift card reimbursement is to be issued to a [redacted] customer, N.E.W. will provide the necessary funds to the [redacted] Corporation who then issues a [redacted] gift card to the customer. The address that was thought to be the incorrect address was actually Target’s corporate address in Minneapolis. The funds had been sent to [redacted] so they could issue a gift card to you. We will coach the representatives associated with your claim so they have a better understanding of the service history notes they are viewing. Our records indicate a reimbursement check was issued November 5, 2014 with the special instructions to overnight it to you. Our most recent notes indicate it was not sent overnight as intended but rather through regular US Postal Service delivery. An additional $100.00 has been approved as a goodwill gesture due to the numerous issues associated with your claim. A corporate resolution specialist spoke with you Friday November 7, 2014. He stated he would follow up with you to confirm you have received the reimbursement you are expecting. You are also welcome to contact me directly if would like to discuss your experience further. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####. Regards, Ken P [redacted] Compliance Coordinator ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I 648 Grassmere Park, Nashville, TN 37211
From: [redacted] < [redacted] >Date: Wed, Apr 15, 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], thanks for the helpI received the check from aursion yesterday and I was able to replace my child's tablet today
[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 the same scripted response that I received on the phone from the customer service representativeIt is completely misleading to sell someone a product care plan and when they call to redeem it, they are told to deal with the manufacturer, which will try to have you repair the unit yourself by trouble-shooting, which I refused to do What if I was physically unable to take apart a vacuum? What is the point of purchasing a product care plan with your company, only to be told to go somewhere else to resolve the issue I want my money back for the product care plan and you should pay for the shipping of the cord and label, back to Hoover I will never purchase a product care plan from [redacted] again and I will shop through [redacted] or [redacted] or all the other stores (both online and retail) vying for my money!! I am also posting a negative review on [redacted] .com Regards, [redacted]
April 24, [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 on November 21, you purchased a [redacted] mobile device from [redacted] [redacted] with a two year extended protection plan In late January the device sustained liquid damageYou contacted N.E.Wto submit a claim, and were provided with a prepaid return shipping envelopeYou were unaware the mobile device would first need to be sent to N.E.W.’s depot before a reimbursement of the purchase price would be issuedAfter the return label expired you printed a second label from our websiteYou returned the mobile device, but when you followed up with N.E.Wyou were informed it was not receivedYou were advised to forward proof of purchase which you did The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the mobile device A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Whas two separate registrations for mobile devices you purchasedOne registration is for a mobile device purchased at [redacted] .com The second registration is for a mobile device that was purchased at a brick and mortar [redacted] store location The confusion surrounding your claim was due to information being added to the incorrect registration Notes regarding the return shipping label were added to the product registered as having been purchased at a [redacted] store when the notes should have been added to the registration for the product purchased at [redacted] .com If our representative had thought to check the second registration, they would have seen a tracking number which confirmed we received a package from youI spoke with you Monday April 20, I apologized for a less than satisfactory experience and explained what occurred with your claim A request to provide a reimbursement of the purchase price has been approved It is to be sent to the address at the top of this letter via [redacted] certified mail 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] ***
December 22, [redacted] Salem, OR [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 You have been trying to get a tablet replaced for over a monthYou followed the instructions provided and sent your tablet to N.E.WYou have been advised on different occasions that you would be sent a reimbursement in the form of a check or a gift card only to not receive it as expected Each time you call to request a status update you are provided with different information The desired resolution listed in your complaint is to receive a refund of the purchase price and a free extended warranty on your next device A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was opened with N.E.WOctober 10, for a tablet registered to [redacted] Our system notes indicate on October 13, a replacement [redacted] Premium 7HD 512MB tablet was selected by the customer as the fulfillment method for the claimIt was shipped via [redacted] with the tracking # [redacted] The [redacted] website indicates it was delivered October 23, I attempted to reach you by calling the phone number you provided the Revdex.com which is the same number we have registered in our systemI was unable to leave mess***s as a recording indicated your voicemail box has not been set up yet Please check with [redacted] to ask if she received the replacement tablet as it was addressed to herIf the tablet was not received as [redacted] indicates, please call me at the phone number below so that we may investigate further 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 [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
February 20, [redacted] Chokio, MN [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 claim with N.E.WNovember 3, to have your camera repaired after fault codes indicated something was wrongThe camera was returned to you November 28, with a note that the main PCB board was replaced, and the image sensor was cleaned and calibratedUpon trying to use the camera for the first time after repair, you noticed there were now different fault codes appearing on the displayThe camera was returned to an N.E.Wservice center a second timeThis time it was returned to you unrepaired with a note the main PCB board had sustained water damageAs the PCB board was replaced during the first repair, and the camera did not work properly the first time you attempted to use it after being repaired, you believe the water damage occurred while at our facility or during the return shipping to you The desired resolution listed in your complaint is for the camera to be repaired or replaced A review of your service history for the replacement plan you purchased has been completedThe research confirmed your camera was repaired and returned to you November 28, On December 2, 2014, four days after receiving your repaired camera, you notified N.E.Wthat there were other problems occurring with your cameraYou were instructed to return the camera for a second service request which was later denied due to water damage I spoke with you regarding your concernsI believed your statement that when you attempted to use the camera for the first time after being repaired it did not workI also believe it is possible faulty parts may have been used during the first repair resulting in the camera not working with new fault codes displayed In an effort to resolve your complaint and for customer satisfaction I offered to reimburse the purchase price you paid for the cameraYou stated this would provide a satisfactory resolutionI requested the reimbursement be overnighted to you once it has been issued, and that you should expect it within 7-business days I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
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 meAdditionally, I would like to state that though I have received reimbursement in full I cannot stress how frustrating this whole experience has beenI really do hope that Asurion investigates those involved in this matter and that they do indeed utilize this claim "as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers" ***
November 10, [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 On September 17, you purchased a tablet from [redacted] .com with a year replacement planOn October 16, you submitted a claim for the tablet after it stopped working properlyThe same day you received an e-mail stating your claim was approved and you would receive an e-gift card for the purchase price amount paid for the tabletAs of October 29, and three phone calls to Asurion you still had not received the reimbursement The desired resolution listed in your complaint is to have a check for the reimbursement amount sent to you overnight A review of your service history for the replacement plan you purchased has been completedThe research revealed you should have been advised the reimbursement would not be issued until Asurion received the tablet and confirmed it was the registered itemThis is simply to protect N.E.Wfrom providing a reimbursement for an item and then receiving the wrong product, or an empty box as has happened in the past Your tablet was received by N.E.WOctober 27, and checked in October 28, A reimbursement via e-gift card was generated October 29, You contacted N.E.Won October 29, to inform us you were still awaiting the reimbursementThis conversation took place after the e-gift card was generated, but before it was to be sent to youThe representative you spoke with should have informed you the e-mail would have been sent to you later the same day, however a request to resubmit the reimbursement via a check payable to [redacted] was submitted insteadThe check was issued November 3, for the full purchase price including sales tax and sent to the mailing address at the top of this letter We at N.E.Wvalue your business and regret that your experience was 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 ###-###-#### or by e-mail at ***@asurion.com Kindest Regards, Ken P [redacted] Compliance Coordinator ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN
[redacted] needs to have a conversation with Compliance regarding his concerns to the Revdex.comAs of today, November 21st he has not returned my call or responded to my email There are notes in his service request dated yesterday that someone named Jamie is contacting [redacted] Product Care (not Compliance) regarding the [redacted] tablet with model # [redacted] Jamie (the caller) has been advised that a receipt is necessary to reimburse for the tabletPrevious notes reflect emails have been received by N.E.Wfrom the customer but no receipt is attached The original complaint [redacted] filed indicates he was previously reimbursed for one [redacted] tablet and once we receive a receipt for the second tablet and provide reimbursement the plans will have been utilizedThe cost of the plans cannot be refunded Please let me know if you have any questions Regards, Cynthia R [redacted] SrCompliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
June 17, [redacted] Waterford, MI [redacted] Case # [redacted] [redacted] ***, On behalf of Asurion, please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Service PlansInc (Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other 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, your son’s saxophone had some issues pertaining to sticking keys and a missing pad You contacted both the retailer where you purchased the saxophone, and Asurion regarding these issues After speaking with both companies and spending several hours on the phone there has been no resolution Requests for a return call from supervisors have gone unresponded to The desired resolution listed in your complaint is to have your son’s saxophone repaired or replaced and to receive a new extended warranty A review of your service history for the replacement plan you purchased has been completedThe research revealed you purchased a saxophone from [redacted] & [redacted] on September 3, The issues you described are covered by the manufacturer’s warranty as they occurred within the first year after purchase Our representatives advised you on May 12, 16, and June 1, to contact the manufacturer as our service plan does not provide coverage for issues that are the responsibility of the manufacturer On June 2, you contacted Asurion with a store representative from [redacted] & [redacted] named [redacted] on the line with you An Asurion resolution specialist advised the correct process was to contact the manufacturerThe store representative advised he would be able to assist moving forward The following information can be reviewed on the [redacted] & [redacted] website under their Frequently Asked Questions for Products item # What is [redacted] & [redacted] 's Warranty Policy? [redacted] & [redacted] is an authorized dealer for all brands we carry on our site and all brand new items come with a manufacturers' warrantyYou have options should your instruments need warranty repairs covered by the manufacturer: Use a local repair shop for warranty services - Visit our stores to arrange for warranty services facilitated through our network of repair facilities Send it to us for warranty services - For band and orchestra instruments you have purchased, you also have the option to send the instrument to [redacted] & [redacted] and we will take care of the warranty repairsYou are responsible for shipping charges to and from [redacted] & [redacted] We recommend that you insure your package as wellPlease be aware that your repair could be delayed if we have to send it back to the manufacturer for warranty servicePlease contact Customer Service for instructions The service plan you purchased does provide for a reimbursement of the cost to submit the item to the manufacturer while under their warranty A check in the amount of $was provided to you for this reason Please understand the service plan you purchased for your son’s saxophone does provide coverage from the date of purchase for certain issues such as accidental damage from being dropped Issues that are covered by the manufacturer’s warranty during their warranty period are solely the responsibility of the manufacturerAfter the manufacturer’s warranty expires, the service plan continues to provide coverage for damage due to accidents as well as for issues originally covered by the manufacturer I hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
May 7, [redacted] Fayetteville, NC [redacted] Case # [redacted] , On behalf of N.E.W (Asurion), please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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, an Asurion employee advised you that after the manufacturer’s warranty for your [redacted] expired, the extended protection plan we administer would provide coverage for all perilsAfter dropping the [redacted] while crossing a street it was run over and destroyedWhen you called to submit a claim you were informed the incident you described was not covered The desired resolution listed in your complaint is for your claim to be approved A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WApril 24, to report your [redacted] had been run over in traffic after being dropped while you crossed a streetYou did not attempt to recover the damaged item, so you did not have a product to return to N.E.W The Plan you purchased requires small electronic and portable items be returned to N.E.W before a reimbursement can be issued This is why your claim was originally denied It is reasonable to believe that any attempt to retrieve damaged parts might have been unsafeFor this reason an exception to the returned equipment requirement has been approvedA reimbursement of the purchase price you paid for the [redacted] including sales tax has been approved A check will be sent to the address at the top of this letter via next business day delivery once it has been issued You indicated this would be a satisfactory resolution to your complaint I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
I want to thank you for your assistance in this matter.Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
March 16, [redacted] *** [redacted] Crown Point, IN 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 filed a claim with N.E.Wfor a broken printerYou were advised you would receive a reimbursement of the purchase price paid for the printer via gift card once you submitted it to our depot center using a prepaid return shipping label that would be sent to your e-mail addressAfter you did not receive a return shipping label, you contacted N.E.Wand were informed the label had been sent via U.S Postal Service to your home addressYou informed the customer service representative that you are on the road for business months out of the year and requested the return label be sent to your e-mail addressYou were advised you would have the return label within two hoursAfter two days past without receiving the label you contacted N.E.W againThe representative you spoke with informed you the label could not be sent via e-mail and must be delivered using the U.SPostal Service You went to the [redacted] location where you purchased the printer to ask if they could provide assistanceAn assistant manager stated his understanding was return labels were sent via e-mailHe contacted N.E.Won your behalfYou were again informed the return label would be sent to your e-mail addressAs of the date you submitted your complaint to the Revdex.com you had not received a return shipping label The desired resolution listed in your complaint is to have your claim resolved A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim for a printer/fax combo was initiated February 11, The claim was to be completed by providing you with a reimbursement of the purchase price paid using an [redacted] gift cardThe gift card was to be issued upon our service center receiving the productWhen we require you to submit the claimed product to a depot center we provide a prepaid return shipping label to youFor your claim the label was mailed to the address we have in our records for youWe received notification that you had not received the return shipping label on February 21, A second label was mailed to your home address at that timeA third label was sent to you February 23, This was a UPS return label with a tracking number ending in Our records indicate this tracking number is in route to our depot centerI will follow through with your claim until it is completedWe regret you were informed the return shipping label would be provided via e-mail only to be sent twice via U.SPostal Service to your home address I am unable to provide a definitive explanation why your return label was not sent to your e-mail address We want to prevent your experience from reoccurring with other customers and are actively researching the issue 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 14, [redacted] West Palm Beach, FL [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 Replacement Plan for a wireless phoneYou registered the wireless phone and Replacement Plan with N.E.W When you needed to file a claim you were informed the transaction code used when your wireless phone was registered was invalidN.E.Wrefused to forward a return shipping label to you so that you could send the product to our depot centerYou attempted to follow up three timesOn each call you were advised due to the wrong information being registered you would need to wait 3-business days for a response, only to never receive a call backWhen you asked to speak with a supervisor on one call, the representative was disrespectful and laughing The desired resolution listed in your complaint is to receive a return shipping label via e-mail as was advertised when you purchased the Plan, an apology, and for N.E.Wemployees to be more professional A review of your service history for the replacement plan you purchased has been completedThe research confirmed a claim was initiated March 27, for a wireless phoneA prepaid [redacted] return shipping label was sent to the address in our records via United Stated Postal Service so that you could forward the product to our depot center N.E.Wreceived information April 4, that you had not received the shipping labelA second label was sent also using the United States Postal ServiceOn April 8, the first return shipping label was scanned by [redacted] indicating the product was in route to our depot center The following day April 9, a reimbursement in the form of an e-gift card was invoiced for the full purchase price paid including sales tax We regret your experience with N.E.Wwas less than satisfactoryI am still working to ascertain if the return shipping label was not sent to you via e-mail due to an error at registrationWe will utilize our findings in an effort to prevent others from having the same experienceI 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 ***
June 23, [redacted] West Park, FL [redacted] Case # [redacted] [redacted] , On behalf of Asurion, please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Service PlansInc (Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other 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 contacted Asurion November 26, regarding your [redacted] air purifier You were advised on that call that your coverage with Asurion would not begin until after the manufacturer’s warranty expired You called Asurion again on May 30, and were advised the Asurion coverage began on the date of purchase Due to the misinformation provided to you, your Plan with Asurion expired leaving you unable to submit a claim for a broken product The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid with tax for the air purifier A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted Asurion November 26, regarding a [redacted] air purifier The representative you spoke with added a note that you were referred to the manufacturer as your product was still under their original warranty The replacement Plan you purchased did begin upon the date of purchase It does not replace the manufacturer’s warranty but rather provides certain additional benefits such as coverage for damage sustained by power surges Issues covered by the manufacturer’s warranty are solely the responsibility of the manufacturer Upon the expiration of the manufacturer’s warranty the replacement Plan provided by Asurion continues to provide power surge coverage as well as the coverage provided by the manufacturer Due to the misinformation, Asurion has agreed to extend the expiration date of your plan through July 31, so that you may submit a claim for your air purifier Upon completion of your claim you will receive a full reimbursement of the purchase price paid for your air purifier including sales tax I left a voicemail message advising you that the Plan had been extended and to call our toll free number ###-###-#### to file a claim I also left my contact information with a request to call me directly if you have any further issues or concerns I hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
November 20, [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: You have purchased two plans from Asurion for your two [redacted] tablets on May 16, It was months before one of your tablets was coveredNow the second one needs to be covered and it’s been three months since you initiated your claim The desired resolution listed in your complaint is to receive a refund for the tablets he purchased and the plans I called the contact number ###-###-#### listed in your complaint on November 10, and left a voicemail message for a return call to discuss your compliantAfter not hearing from you, on November 12th I emailed you to follow up on my voicemail message at [redacted] listed in your complaint As of the date of this letter I have not heard from youIf I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
March 20, [redacted] Hopewell, VA [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 provider Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “Asurion did not honor their product service planI have filed two different claims for the same issue with my [redacted] Laptop (Model # [redacted] , Serial # [redacted] )The first claim was filed February 15, (Service request number: [redacted] )The laptop was sent in and I was told that it would take 7-business days to repairI sent the laptop off for repair February 18, and there was an attempt to return it by [redacted] only two days later on February 20, When I received the laptop back there was a notice that said my issue had been resolved and that it had passed all diagnostic testing however the laptop was still not workingI was given a new battery for the laptop even though the battery had nothing to do with my issueApparently those "diagnostic tests" did not include pressing the power button because a press of the power button clearly shows that the laptop does not turn onI called and spoke to another representative about the unresolved issue and was told that a "re-work" needed to be doneAnother claim was opened on February 25, (Service request number: [redacted] ) and the laptop was sent back in on February 27, I received a phone call on March 5, stating that my claim was denied because of a biohazard (vomit) and that biohazards are not covered under the service planMy problem with Asurion is that nowhere in the terms and conditions of the service plan does it state that a biohazard (vomit) would not be coveredI have my original receipt as well as a copy of the terms and conditionsThere is a detailed list of items that are not covered under the service planBiohazard is not listedIt is also not listed on Asurion's websiteI completely understand not wanting to perform service on the laptop because of the vomit (which was cleaned off) however, the terms and conditions also state that if the product cannot be serviced then it may be replaced or that a gift card may be issued for the original priceI do not understand how a claim can be denied for a reason that is not reflected in any part of the terms and conditionsI explained the situation to two different representatives at the time both claims were filed and neither of the representatives told me that my product would not be covered because of the vomitThe first time I sent it in there was no issue about the vomitI purchased a protection plan for a reason and now that I need it, it is not being honored as it shouldIf the service plan does not cover this type of issue then that should be reflected in the terms in conditions along with the already included list of what is not coveredHow can a claim be denied over a condition that the consumer is NOT made aware of beforehand?” The following is the desired resolution listed in your complaint: “I would like for Asurion to honor the service plan that I purchased by either replacing the laptop or refunding me the amount paid plus tax which would equal $365.00.” A review of your service history for the service plan you purchased has been completedThe research revealed that your first service request was handled by a new technical representative who had no experience with opening a unit with a biohazardHe failed to document the biohazard and notify the appropriate departmentWithout the biohazard being documented the representative you spoke with the second time you called did not have the knowledge to refuse your request for a reworkThe original technical representative who worked your first claim has been coached and properly trained to handle these situations going forward A decision was made to reimburse you for your laptop for customer satisfaction due to the error in your original claim being processedThe reimbursement will be process and you should receive the check within business daysOnce you receive the reimbursement you will have 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
June 8, [redacted] San Ysidro, CA [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 tablet to N.E.Wseveral times for the same problem only to have it returned to you each time without being repaired properly The desired resolution listed in your complaint is to be advised of other options available to you if the tablet is unrepairable A review of your service history for the replacement plan you purchased has been completedThe research confirmed your tablet has been serviced three times for the same problem pertaining to the screenThe Service Plan you purchased has a No Lemon Clause which reads as follows: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the productReplacement products may be new, refurbished or remanufactured to meet the manufacturer’s specifications of the original product at our discretionTechnological advances may result in a replacement product with a lower selling price than the original productThe No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warrantyPreventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy I spoke with you to discuss your concerns and apologize for a less that satisfactory experience In an effort to resolve your complaint I offered to provide a reimbursement of the purchase price paid for the tablet upon its return to N.E.Wwithout having to go through a fourth diagnosis You agreed this would be a satisfactory resolution I provided you with a return box and shipping labelUpon the tablet being delivered to N.E.W., I will submit the reimbursement request Once issued, I will have the check sent to the address at the top of this letter via next business day delivery 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 ***
December 9, [redacted] San Diego, CA [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 You purchased a [redacted] tablet from [redacted] .com in February with a month replacement Plan provided by N.E.W In November the tablet was droppedYou contacted N.E.Wand were informed you would need to provide proof of purchasing the replacement PlanYour understanding was that replacement Plans for products purchased online were automatically registered with N.E.WYou submitted the requested documents and would like for the Plan to be honored The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the tablet A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WNovember 6, stating your tablet had been dropped and would not power onYou were advised N.E.Wwould require proof of purchaseUpon receiving the proof of purchase, N.E.Wwould forward a return shipping label so you could send the tablet to our service centerYou submitted the requested documents which were verified and the claim was approved November 9, N.E.Wattempted to send the return shipping label to you via e-mail however you notified us November that you had not received it so another label was sent to you via e-mailService history notes indicate an effort to troubleshoot the problem with your tablet was performed successfully November 27, and that no further action was required Your tablet and replacement plan have been successfully registeredYour Plan with N.E.Wexpires February 28, Please feel free to contact me directly if you have any further problems with your tablet I hope this response provides you with the necessary information to close out this complaint filed against N.E.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
January 30, [redacted] Guilderland, New York Case # [redacted] Mr [redacted] , N.E.Wreceived your second rebuttal January 29, with information that you rejected our response to your first rebuttalYou reiterated that you made two calls to N.E.Wwhich I confirmed we have no record ofNo one has disputed that you made those callsWe simply have no record of them as we do not record each incoming call to our customer service centerI agree that if a representative spoke with you they should have notated your account, but that did not happenThis is a matter that we need to address internally You restate that during one of these conversations that a N.E.W representative advised you if the manufacturer was denying or delaying your claim that N.E.W“will take care of it”In your original complaint you provided information that the floor sweeper sustained a “mechanical breakdown” with no further information about what occurred to the productYou referred to the enhanced coverage provision of the terms and conditions which does provide coverage for accidental damage from handling for portable electronic productsAs such I will submit a request to reimburse the purchase price in the amount of $plus sales tax due to accidental dam***You will receive a reimbursement in the form of a [redacted] e-gift card sent to the e-mail address you provided to the RevDex.comThis will fulfill the terms of the Replacement Plan administered by N.E.WThe cost of the Plan will not be reimbursed as it is the existence of the Plan that will allow for the reimbursement of the purchase price paid for the product I sincerely regret your experience with N.E.Wwas not to your satisfactionI hope the information provided in this letter is sufficient for you to close the complaint filed against N.E.W Regards, Ken P [redacted] Compliance Coordinator | [redacted] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] | Nashville, TN
November 10, 2014 [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under... the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations. N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience. N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated. Your complaint filed with the RevDex.com is summarized below. You notified N.E.W. on September 16, 2014 that your television was returned to you without a stand, power cord, or a remote control after it was repaired. You state these items were included with the television when you sent it to N.E.W. for repair in June 2014. You were advised that as the television was returned to you in June, and that you waited until September to notify N.E.W. of the missing items, that too much time had passed and the items would not be returned. You explained the television had been in storage since being returned and that you just recently discovered the items were missing. A supervisor agreed to send you a stand, power cord, but stated a remote would not be included. This was acceptable to you. You later received the stand, a remote, but no power cord. The supervisor you previously spoke with stated that because a power cord could not be located, N.E.W. would provide a refund of the purchase price paid for the television via a [redacted] gift card. A gift card was issued however it was delivered to the wrong address. A second gift card was issued but was also delivered to the same wrong address. The desired resolution listed in your complaint is to receive the reimbursement you are expecting. A review of your service history for the replacement plan you purchased has been completed. The research confirmed your statements in the complaint. We respectfully request customers inspect and confirm all repairs have been completed to their satisfaction within 30 days of receiving a returned item. If there are still issues, we are in a better position to address them. Due to the length of time that passed between when you received your television after being repaired, and when you notified N.E.W. of the missing accessories, the service center could only confirm they had no record of any accessories being included when your television was delivered to them. As a goodwill gesture, N.E.W. agreed to send a stand, and a power cord. You agreed to this. You received a stand and a remote control, but no power cord. Only later did we discover a power cord for your television could not be located. It was at this point a reimbursement via [redacted] gift card of the purchase price paid for your television was offered to you. When a gift card reimbursement is to be issued to a [redacted] customer, N.E.W. will provide the necessary funds to the [redacted] Corporation who then issues a [redacted] gift card to the customer. The address that was thought to be the incorrect address was actually Target’s corporate address in Minneapolis. The funds had been sent to [redacted] so they could issue a gift card to you. We will coach the representatives associated with your claim so they have a better understanding of the service history notes they are viewing. Our records indicate a reimbursement check was issued November 5, 2014 with the special instructions to overnight it to you. Our most recent notes indicate it was not sent overnight as intended but rather through regular US Postal Service delivery. An additional $100.00 has been approved as a goodwill gesture due to the numerous issues associated with your claim. A corporate resolution specialist spoke with you Friday November 7, 2014. He stated he would follow up with you to confirm you have received the reimbursement you are expecting. You are also welcome to contact me directly if would like to discuss your experience further. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####. Regards, Ken P [redacted] Compliance Coordinator ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I 648 Grassmere Park, Nashville, TN 37211
From: [redacted] < [redacted] >Date: Wed, Apr 15, 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], thanks for the helpI received the check from aursion yesterday and I was able to replace my child's tablet today
[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 the same scripted response that I received on the phone from the customer service representativeIt is completely misleading to sell someone a product care plan and when they call to redeem it, they are told to deal with the manufacturer, which will try to have you repair the unit yourself by trouble-shooting, which I refused to do What if I was physically unable to take apart a vacuum? What is the point of purchasing a product care plan with your company, only to be told to go somewhere else to resolve the issue I want my money back for the product care plan and you should pay for the shipping of the cord and label, back to Hoover I will never purchase a product care plan from [redacted] again and I will shop through [redacted] or [redacted] or all the other stores (both online and retail) vying for my money!! I am also posting a negative review on [redacted] .com Regards, [redacted]
April 24, [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 on November 21, you purchased a [redacted] mobile device from [redacted] [redacted] with a two year extended protection plan In late January the device sustained liquid damageYou contacted N.E.Wto submit a claim, and were provided with a prepaid return shipping envelopeYou were unaware the mobile device would first need to be sent to N.E.W.’s depot before a reimbursement of the purchase price would be issuedAfter the return label expired you printed a second label from our websiteYou returned the mobile device, but when you followed up with N.E.Wyou were informed it was not receivedYou were advised to forward proof of purchase which you did The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the mobile device A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Whas two separate registrations for mobile devices you purchasedOne registration is for a mobile device purchased at [redacted] .com The second registration is for a mobile device that was purchased at a brick and mortar [redacted] store location The confusion surrounding your claim was due to information being added to the incorrect registration Notes regarding the return shipping label were added to the product registered as having been purchased at a [redacted] store when the notes should have been added to the registration for the product purchased at [redacted] .com If our representative had thought to check the second registration, they would have seen a tracking number which confirmed we received a package from youI spoke with you Monday April 20, I apologized for a less than satisfactory experience and explained what occurred with your claim A request to provide a reimbursement of the purchase price has been approved It is to be sent to the address at the top of this letter via [redacted] certified mail 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] ***