March 26, 2015 [redacted] N.E.W. received your rebuttal to the response we provided as a reply to your original complaint filed with the RevDex.com on March 1, 2015. Your original complaint is summarized again below. According to your complaint filed with the RevDex.com you purchased a big stand fan which stopped working. You contacted N.E.W. and were advised you would receive a [redacted] return shipping label, which you were to use to have the fan sent to our depot center. You had concerns about sending such a large item. Your Plan expired before the claim was completed. You were later advised smaller items are required to be sent to a depot center before receiving a reimbursement, however for larger bulky items the customer just receives a gift card reimbursement. When you submitted your claim this was not the information provided to you. You forgot about your claim while caring for your grandmother and the Plan expired. You feel because you were given incorrect information regarding the return of your product you should be reimbursed the purchase price paid for the fan. Our first reply is summarized below. You submitted a claim with N.E.W. December 12, 2013 regarding a fan that had stopped working properly. A prepaid return shipping label was provided to you. After no contact from you in over five months an e-mail notification was sent to you with a request to contact us to continue the claim. The claim was closed due to no activity on June 15, 2014. The Replacement Plan you purchase for the fan expired June 9, 2014. We would have honored the claim up to 30 days past the expiration date of your Plan. You were sent a return shipping label because the fan was registered in our system as a “portable fan”. Twice in your complaint you mentioned that you had concerns about shipping the fan due to the size, but you failed to mention your concern to our representative who could have addressed it. As the only contact with you after the claim was submitted was more than a year later, and more than eight months after your Plan expired, we respectfully denied your request to complete the claim. Your rebuttal statement is copied in its entirety below. I never received an email yes I let time pass after I was told I would receive a shipping label. Because one I just said I wasn't going to worry about it because it was no way I could send that box. And #2 I has just [redacted] so therefore I went into a state of depression. But when I just recently found out about bulky items a light bulb went off in my head I felt like I was played and that was wrong. On so many levels because the rep new it was noway that box could be shipped. I would first like to offer my sincerest condolences for the [redacted] . I cannot imagine the sorrow that accompanies such a loss. You stated in your original complaint that when you submitted the claim you had concerns about shipping the fan due to the size. Again, you did not mention your concerns to the customer service representative who could have addressed the matter at that time. In your rebuttal statement you mention “I wasn’t going to worry about it because it was no way I could send that box”. You also state our representative knew there was no way the box could be shipped. As mentioned in our first reply, the fan was registered in our system as a [redacted] “portable fan”. As such the representative did not have any information that would lead her to believe the item may be too large to return. That is why a return shipping label was provided to you. I respectfully submit as you had concerns about returning the item due to the size, you had a responsibility to make us aware of those concerns while your plan was in effect. Had you done so, we gladly would have assisted you. The service history notes indicate we sent an e-mail notification on May 27, 2014 requesting you contact us to continue the claim. You stated you did not receive the e-mail. This would have been sent to the e-mail address that was provided when you registered your fan. We have no way of knowing for certain, but it may have been delivered to your “junk folder”. You did not contact us in over a year after submitting the claim and more than eight months after your Plan expired. We stand by our original response to your complaint. Sincerely, Ken P [redacted] Compliance Coordinator | [redacted] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] ***
March 30, [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, Our brochure indicates in several locations that a claim will be fulfilled with a replacement productOnly in smaller print, located inside the brochure does it state that a gift card in the amount of the purchase price may be provided to fulfill a claimA store associate from [redacted] promised you would receive a replacement product if you filed a claimYou purchased your product during a Black Friday special, and the purchase price will no longer cover the cost of a replacement item The desired resolution listed in your complaint is to receive a replacement product A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted a claim with N.E.W March 12, for a tablet that was originally purchased at [redacted] ***You were informed you would receive a prepaid return shipping label to send the tablet to our depot centerUpon receipt of the tablet you would be provided with an [redacted] gift card for the purchase price paid for the tablet for you to use towards the purchase of a replacement tabletYou explained to our representative that the tablet was purchased on a Black Friday sale, and that you do not believe our brochures should include smaller print with the program detailsYou have been informed that the limit of liability for the Replacement Plan is the purchase price paid for the itemWe regret that you are unsatisfied with the Replacement Plan you purchased It is always imperative to read and familiarize yourself with the terms and conditions of any type of replacement or insurance plan so that you are comfortable with the procedures that will follow should you need to submit a claimUnfortunately we are unable to change our terms and conditions based upon information provided to you verbally at the time of purchaseIf you prefer not to complete the claim we are able to cancel the Plan and provide a full refund of the price you paid Plan I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted] Regards, Ken P [redacted] Compliance Coordinator | [redacted] | www.asurion.com [redacted] ***
June 10, [redacted] Orlando, FL [redacted] Case # [redacted] [redacted] N.E.Wreceived your rebuttal statement to the response letter we submitted addressing the concerns you expressed in your Revdex.com complaint Your original complaint is summarized again below According to your complaint filed with the Revdex.com, in November you purchased a 50” LED television from [redacted] Approximately two weeks ago you removed the television from the box it came in to hook it up Upon doing so you noticed the screen was cracked and also appeared to have water damage The damage was puzzling to you as the television has remained in a corner of your living room since December You contacted N.E.Wto submit a claimEach representative you spoke with advised you the damage to your television is not a covered peril In our original response to your complaint we outlined item # from the terms and conditions of the service plan you purchased for your televisionThe section was labeled: What is Not Covered WHAT IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS (UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH ALTERED OR MISSING SERIAL NUMBERS You were advised the service plan you purchased at [redacted] and that is administered by our company does not provide coverage for televisions which have sustained either accidental or liquid damage Your rebuttal statement is copied below in its entirety: “I am rejecting this response because: I am absolutely disgusted with the lack of Customer service I received from Asurion or N.E.Wthroughout this entire process! Every representative that I spoke to not only did not assist me in helping to get resolve the problem but, only transferred me back and forth to other representatives that told me that there was nothing that they could do for me eitherIn lieu of the lack of customer service, I am requesting a full reimbursement of the cost of the television (which had pre-existing damage to it), as well as for the cost for the warranty I purchased along with the television.” We sincerely regret your experience with N.E.Wdid not meet your expectations We stand by our original reply that your claim was denied because the problems you have described are not covered by the service plan you purchased for your television As mentioned in our original reply, if you would like to cancel the service plan because it did not meet your needs I am happy to do so and provide a refund of the purchase price you paid for the service plan I only need your acknowledgement that this is your desire Please contact me either by phone at [redacted] or by e-mail at ***@asurion.com if you would like to cancel the service plan and receive a refund of the purchase price paid for the service plan Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
June 16, [redacted] Cooper City, 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, on May 3, you returned a phone to Asurion for replacement You were advised the same phone was not in stock and that you would receive a reimbursement of the purchase price within 7-days so that you could purchase a replacement As of June 4th you still had not received the reimbursement Each time you contacted Asurion you received information that the process was held up due to a system related issue and that the reimbursement should be issued within 3-days The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for your phone A review of your service history for the service plan you purchased has been completedThe research revealed you initiated a claim April 30, for an [redacted] that had sustained damage to the screen A prepaid return shipping label was provided to you so that you could return the damaged product to our depot center The tracking number assigned to your return shipping label confirms the product was received at our facility May 4, Upon arrival of the product it was misplaced and did not get checked in properly This is the reason your reimbursement was not issued in a timely mannerAfter a lost product inquiry was completed, the claim was approved for reimbursement May 26, The payment was invoiced June 8, The claim fulfillment method was to be a reimbursement of the purchase price you paid for the product via e-gift card For reasons I have been unable to determine, the reimbursement amount approved with sales tax was $ The purchase price you paid for the product, not including sales tax, was $ On June 8, a request to provide the remaining purchase price amount was approvedA check in the amount of $including sales tax was invoiced on June 12, If you have not received the remaining reimbursement amount upon receipt of this letter please contact me at the phone number below We sincerely regret your claim experience was less than satisfactory The service you received is not typical of the service we strive to provide on a daily basis to all our customersWe will utilize your claim in an effort to prevent similar experiences from occurring with other customersI 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
February 27, [redacted] Jackson, TN [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 Middle Tennessee & Southern Kentucky, 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: A claim was filed by you in September After not hearing from anyone on October 18th you called and initiated another claimYou were provided with three different dates that your claim check was process and mailed to youAs of the date you filed this complaint you had not received payment for your claim after being told multiple times that you would be The following is the desired resolution listed in your complaint: “I want my money back and I would like to be compensated for the time and me having to sit on the phone day in and day out without them just sending my money in the first place$total.” We spoke on February 21, and I apologized for any inconvenience the delay in you receiving your claim check may have causedI advised you any customer’s concerns allow us to revisit the claims process and coach to better service in the futureI explained that any additional compensation was not provided for under the terms and conditions of the service plan you had purchased for your tablet You accepted my explanation and were happy I had called to discuss your concerns I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
March 16, [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: Filed claim for phone repair, company never attempted to repair phone, and refuses to respond to e-mailsOpen claim since January 02, Purchased from: [redacted] Purchase date: August 06, Purchase price: $Model number: [redacted] Serial number: [redacted] Claim opened: January 02, Service request number: [redacted] Protection expires: August 05, Plan number: [redacted] Reference number: [redacted] Claim was filed January 2nd, 2015, company claimed package was being sent for me to return product inThe package never arrivedSent the company messages through their Contact Us link, never received a single reply Company's website shows an open claim still in progress from January 2nd, 2015, yet no attempts have been made by company to finish the claim The following is the desired resolution listed in your complaint: I just want the service that I requested, my phone fixed or replacedI also would like to know why a company that has negative reviews and positive reviews manages to have a star rating A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim imitated on January 2, for your LG mobile device online at [redacted] Two additional emailed were sent to you on January 20th and March 10th A Resolution Specialist contacted you and you advised you were unaware the shipping label were being sent to you by email The Specialist mailed a shipping label to you at the address listed in this compliant on March 10th via ***This label will provide a means for your mobile device to be sent to N.E.W so a [redacted] gift card can be provided to you in the amount you paid for your mobile device plus taxThis will complete your claim I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted] Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] | www.asurion.com
April 20, [redacted] Eldersburg, MD Case # [redacted] Mr [redacted] , On behalf of Asurion Service Plans, Inc(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 a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you submitted a claim with Asurion for a [redacted] 40” LED television that had a horizontal line across the screenAsurion provided a return shipping label and a box so that you could forward the television to a service repair centerYou followed the packing instructions that were included and had the television sent to our service center via ***Approximately four days later you received a phone call notification that the television had been received with a cracked screenYou were informed this was not a covered peril and that the television would be returned to you unrepairedYou denied the television was sent with a cracked screen Upon its return you confirmed the screen was now visibly brokenThis damage was unrelated to the horizontal line that you submitted the claim forYou submitted a damaged item claim with ***This was denied due to improper packaging even though you followed the instructions and utilized all packing material Asurion provided you The desired resolution listed in your complaint is to receive a replacement television of equal size and capabilities A review of your service history for the replacement plan you purchased has been completedThe research confirmed a claim was initiated March 16, for your television An attempt to troubleshoot the issue was unsuccessfulThe television was received at the assigned service center on March 25, The service center added notes and a photograph confirming the television was received with a large crack which appears to be impact damageThe service center returned the television to you unrepaired You advised our customer service representative the damage to the screen was not present when you packaged the television and sent it to the service center You were advised to submit a damage claim with the shipper [redacted] which you did [redacted] provided information that the damage was due to improper packaging and denied the claim We spoke together Friday April 17, I do believe the physical damage occurred while the television was in route to our service center I stated I had no reason to believe you did not follow the packaging instructions or utilize all of the packing material provided to you In an effort to provide a better customer experience, I offered to provide you a reimbursement of the purchase price paid for the television including sales tax so that you could purchase a replacement of your choosingYou stated this would be an acceptable resolution The reimbursement has been approvedYou should expect the arrival of the reimbursement check within 5-business days from the date of this letter 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 [redacted] Regards, Ken P [redacted] Compliance Coordinator | [redacted] Phone [redacted] | [redacted] | www.asurion.com [redacted] | [redacted] | Nashville, TN
January 22, [redacted] Elverta, CA Complaint ID# [redacted] Dear Mr [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 stated the following: ”I purchased a [redacted] TV from [redacted] in July, 2013, at which time I also purchased the extended warranty through [redacted] Protection Plan serviced by AsurionIn November 2014, the HDMI connection burned out and Asurion was contacted and sent their repairman outHe did not know how to repair a [redacted] TV and after several attempts (which included several calls to the [redacted] technical support), he still could not fix the problemHe stated several times, he had never worked on or even heard of [redacted] before, and that he had just started working for this company a month agoHe took the TV apart one final time, which he took the back completely off, leaving the screen unstableHe plugged the TV in and HE lifted the corner of the TV, at which time a crackling sound was heard The repairman then said to my son, "Oh, I hope that wasn't from me." My son was standing there and wasn't even touching the TV, just watchingMy son was disturbed at the way the repairman was doing the jobWhen the TV was turned on, the screen on the corner where he lifted the tv up, was crackedAt that time, he leftMy son and daughter started dealing with the coverage plan, Asurion, over getting the TV replaced, and was told that they were taking the side of the repairman, who lied to keep his job, I believeI am recovering from a throat surgery and cannot speakMy family has dealt with Asurion several times, and they are not fixing the set that their employee brokeWe called to have the HDMI fixed, and by the end of it, my TV set is no longer goodIt was the repairman's faultWe have given the company ample time and opportunity to resolve this problem, and they refuse to.” The desired resolution listed in your complaint was: I would like for Asurion to replace the [redacted] TV that their repairman broke with a new TV, and [redacted] should not push customers to buy extended warranties from this company since they do not honor it A review of your service history for the service plan you purchased has been completedThe research revealed a service request initiated for your television on November 23rdA technician was dispatched to service your television on November 26thPlease note, we only dispatch techs that are certified by the manufacturer Calls were received from you on December 5th, 8th, 10th and 26thNotes in your service request that indicate you were calling about the technician who serviced your television cracking the screen You were advised that the technician provided N.E.Wwith information that your television’s screen was cracked when he arrived and you should contact the service center directly We spoke on January 20th and I advise you a decision was made to reimburse you for your television for customer satisfactionThis reimbursement was provided due to our not being able to validate who caused the damage to the televisionYour reimbursement check should be received in to business days at the address listed in your complaintWhen asked you had no additional concerns or questions I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com
June 8, [redacted] Warwick, RI [redacted] Case # [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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.Wfor a computerYou were instructed to send it to a service center for repairYou do not want to send it to the service center due to a prior unsatisfactory experience having a computer repaired The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the computer without submitting it to N.E.W for service repair A review of your service history for the service plan you purchased has been completedThe research revealed you submitted a claim for a computer on May 27, stating it will not power on due to a power surge You informed our representative that you did not want to submit the product for repair due to a prior claim to repair another computer not going wellYou also informed our representative that I had advised you I would provide a reimbursement of the purchase price paid for the computer without having it sent to our service center You left a voicemail for me stating that our representatives were “giving you a hard time” I assisted you with a prior claim when you filed a complaint with the Revdex.com regarding a Lasko fan You refused to send the fan to our depot center and wanted a reimbursement of the purchase price Because you filed a prior claim for another fan and the claim was completed without having to send the product to us, I made a one-time exception and fulfilled your desired resolution and provided a reimbursement which you confirmed you received I provided my contact information with instructions to call me if you ever needed further assistanceI never advised you I would provide a reimbursement for any other product without first submitting it to our service center I returned your phone call and stated prior claim fulfillment had no bearing on present or future claim fulfillment I also advised you would need to send the computer to our service center with a prepaid return shipping label provided to you, and that I would be happy to oversee the claim until it was completed I also stated if you did not wish to send the computer to our service center you could have it repaired locally and as long as the problem was a covered failure we would reimburse you the cost of the repair We ended the phone call with you stating you would need to think about it Further research also revealed that you have filed multiple claims this year for different products and consistently escalate in an effort to have the claims fulfilled without having to follow our established guidelinesThe fact that exceptions to our guidelines have been made for you on prior claims does not mean exceptions will be made to current or future claims We will only provide a reimbursement of the purchase price you paid for your computer if it is determined to be unrepairable or if it meets our “no lemon” policy guidelines which are printed in the terms and conditions of your plan No Lemon Policy: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product The claim for your computer will remain open for days from the start date of May 27, if you wish to continue with the service repair I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at 615-445- Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone | Fax | www.asurion.com Grassmere Park | Suite | Nashville, TN
April 28, [redacted] Rohnert Park, 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 Your complaint statement filed with the RevDex.com is coped below Will not honor their warranty because I am not a liar and told them my son dropped it outside a child under is an act of god I spoke to customer service she offered nothing not even to speak to a higher authority – It was purchased 13/11/ The desired resolution listed in your complaint is to receive a new [redacted] tablet of equal value A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WApril 21, to report your tablet was damaged The information you provided the customer service representative was that your son threw the tablet out the back doorThe Replacement Plan you purchased for your tablet does provide coverage for Accidental Damage from Handling (ADH)The pamphlet containing the terms and conditions of the Replacement Plan you purchased has a statement which reads: Accidental Damage from Handling (ADH) is an added benefit to our Premium Plans that provides your product with protection from mishaps such as unintentional and unexpected spills, drops, and cracked screens as a result of use The descriptions provided to our customer service representative and the Revdex.com regarding what happened to your tablet are not considered to be the result of useThis is the reason your claim was deniedWe appreciate your business and regret your experience with our company was less than satisfactory, however we remain unable to approve your claim 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
March, 4, 2015 [redacted] Cincinnati, OH [redacted] Case # [redacted] , N.E.W. received the comments you provided to the RevDex.com on February 24, 2015. Your statement is copied below. I am not really rejecting the response, but I do not want my complaint closed until I receive my reimbursement. This has been going on for months so I do not want my complaint closed until I receive payment. Regards, [redacted] N.E.W. issued a check payable to you for the reimbursement of your tablet after we confirmed a stop payment was completed for the most recent gift card we attempted to have sent to you. The check was sent to the address at the top of this letter via [redacted] standard overnight delivery with a tracking number ending in ***. The [redacted] website indicates it was delivered Monday March 2, 2015 at 1:51 p.m. I left a voicemail message for you yesterday March 3, 2015 requesting a call back as soon as possible if you did not receive the check. As of the writing of this letter I have not heard from you. Please let me know if you have any further concerns regarding your claim. We want to be certain you are satisfied with the resolution. Kindest regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com 648 Grassmere Park | Suite 300 | Nashville, TN 37211
March 30, [redacted] Midwest City, OK [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.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “After purchasing a new game through [redacted] .com I opened it up just like normal, popped it in my [redacted] ***, and started to play itIt didn't seem right, the sounds weren't in sync and it skipped a lotAfter playing for about minutes I received a "disc read error" please clean with soft cloth, messageIt had happened a few times before so it’s not unusualI opened the disc try and closed it back to start the game back upIt wouldn't read the discThis is a bad sign, it’s happened on several other consoles before, thus I bought an extended warranty while at [redacted] I actually didn't think it was the system thoughI tried the game a few more times, cleaned it, and then got on the phone with [redacted] They were nice enough to send me a replacement and not ask for the original backIt took a few days but when I got the new copy I opened it up, popped it in, and it started itwith the same problems, minutes in the game quit working and it wouldn't attempt to read it againI set it aside because I was doing tryingA few days later I picked up the new [redacted] gameIt wouldn't play eitherI went and picked up a skip drfrom [redacted] for $and used it, that didn't work, I used canned air to clean the system, still didn't workAs a last resort I logged into the Asurion website and filed a claimThey sent me a return slip; I went to office depot, bought a box and peanuts for $and sent it on its wayI talked to them on the phone to explain the problemA few days later I received my [redacted] back with a note that said "no trouble found." I was mad but I got ahold of them and they promised to do me right the next timeThey sent a label, I sent it back, this whole process taking a month mind you, and received it back again, with the same sheet of paper, same broken ***They then stopped replying to me on [redacted] and deleted my postsThey are thieves and stole my time and money I spent on the warranty.” The following is the desired resolution listed in your complaint: “Replacement, it would have been nice to have my system fixedThe part to fix the console is available online to the public through many retailers or [redacted] web stores for $Since you can’t get me back my time, which was the biggest disappointment, I just want to get the word out there; this company is a bunch of crooksI doubt they are going to work with you because they didn't work with meThank you for your time!” A review of your service history for the service plan you purchased has been completedThe research revealed two (2) service requests completed for your [redacted] game systemThe game system was diagnosed twice by N.E.Wsince November Each time N.E.Wexamined the game system there was no trouble foundOur technicians manually test every game system for over minutesThen a quality specialist manually tests every game system and allows the game systems to run on its own for more than minutesOur tests are completed with high stress games like [redacted] ***, [redacted] and [redacted] *** The service plan you purchased for your game system has a “No Lemon” guideline in the terms and conditions of coverageThe “No Lemon” guideline provides for replacement of your game system after it has been serviced and repaired for the same failure three (3) times and requires a fourth repair as determined by N.E.Wfor the same failureUnfortunately, according to your service history your game system doesn’t qualify for being replaced under the service plan you purchased for it 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, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Never received the shipping labelAll I want is my shipping label! This company does not deserve the ratings you give themI just want the shipping label so I can wipe my hands with this useless company Regards, [redacted]
From: *** *** ***>Date: Thu, Jan 22, at 2:AMSubject: Attn Kathy B***To: [email protected] name is *** *** case ***They sent my refund and completed their obligation to meThey are severly delayed on their actual service times compared to what they
quoteAs I stated before their contact phone number is very difficult to find I believe to deter customers from successfully completeing their warranty returnIn the end they sent me the return and my business with them is completeThank you *** ***
January 2, 2015On 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 providerN.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 serviceEach 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 or around July 7, you purchased a personal computer from ***.com with a three year extended service plan administered by N.E.WIn September the computer began displaying signs of a hardware malfunction in the form of a blue screen with error codesYou submitted the computer to N.E.Wfor repairIt was returned to you with a note that the graphics/video card was replacedAfter starting a *** video, the same blue screen as before appearedAfter contacting N.E.Wagain, you were asked to resend the computer for a second repair attempt, which you didParts were determined to be required to repair the unitAfter approximately two weeks you received the computer with a note indicating the mother board was replacedYou installed a video game and within seconds the same blue screen problem occurred yet againYou contacted N.E.Wand a received an e-mail reply from a representative named Rick who informed you your computer fell under the “no lemon” clauseRick instructed you to resend the computer a third time and that it would either be replaced, or you would be provided with a reimbursement of the purchase price paid for the computerYou did submit the computer to N.E.Wa third time as requested only to have the same computer returned rather than receiving a replacement or a reimbursement as you were expecting.The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the computer and the extended service plan.A review of your service history for the service plan you purchased has been completedThe research confirmed you were advised a buyout of the computer would be forthcoming however; we have not received the computer back at our service facility in order to initiate the buy-outI attempted to reach you by phone on three occasionsAs of the writing of this letter we both have left voicemails for each other, but have not spoken togetherI feel confident we can provide a resolution that will be satisfactory to both partiesIn my last voicemail to you I requested a call back, but that if I did not answer, I asked you to provide a phone number and time that is best to reach youI will continue to call the number you provided the Revdex.com which is the same number we have on record for you.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 PCompliance Coordinator
November
12,
*** ***
*** * *** ***
*** ** ***
Complaint
#***
Dear
*** ***,
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 purchased a product care plan and
when you called to utilize it N.E.Wrefused to file your claimN.E.Wadvised
you your vacuum was still under the manufacturer’s warrantyYou were unaware
your vacuum carried a year manufacturer’s warranty until you called to
initiate a claimThe manufacture has been contacted and you have been advised
they will replace your vacuum.
The
desired resolution listed in your complaint is for N.E.Wto honor the Product Care Plan agreement and cover your
vacuum
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed your call to N.E.Won October 31st when you were directed to contact
the manufacturer after explaining the concerns you were having with your
vacuum
Coverage
for power surges became effective on November 15, when you purchased the
Product Care replacement plan for your vacuumAny other problems with your
vacuum would be the responsibility of the manufacturer for the first yearN.E.Whad no responsibility to cover
your vacuum when you called on October 31st unless a power surge
caused the problems you were experiencing because your vacuum was still under
the manufacturer’s warranty
Any
product a person purchases carries a one year manufacturer’s warranty unless
otherwise specified in the paperwork a manufacturer includes with a product
After
the first year, the replacement plan you purchased for your vacuum continues to
provide power surge protection along with coverage for mechanical electrical
failure cause by defects in materials and/or workmanship, wear and tear,
dust, heat or humidity that the year manufacturer’s warranty no longer
covers.
When
you receive the replacement vacuum from the manufacturer, the Product Care
replacement plan you purchased will cover the replacement vacuum until January
13, 2016.
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,
Cynthia R***
Sr
Compliance Coordinator | cynthia.r***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
December 11,
*** ***
*** *** ***
***, TN ***
Case # ***
*** ***,
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 submitted your tablet for repair five times for the same problem which began almost immediately after purchaseYou have been repeatedly told that if your tablet required an additional repair you would receive a reimbursement of the purchase price under the “no lemon” clause of the extended service PlanYou were advised by a N.E.Wrepresentative during your last repair that you would receive a reimbursement, only to later be told another service repair would be completed
The desired resolution listed in your complaint is a reimbursement of the purchase price you paid for the laptop
A review of your service history for the replacement plan you purchased has been completedThe research revealed that N.E.W. completed three separate repairs for your tablet, all for the same issueThe other repairs you mention were performed by the manufacturerI spoke with you Tuesday December 9, You stated you had received the tablet from the most recent repair, but were not comfortable as each repair only lasted a few weeksI agreed that your tablet fit the definition of a “lemon” and as such I offered to provide a reimbursement of the purchase price paid for the tabletYou stated this would fulfill your desired resolutionI informed you a prepaid return shipping label would be provided to you and upon receipt of the laptop, the reimbursement would be issuedI will overnight the reimbursement check to you once it is available.
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***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** The issue has been resolved and my claim is complete THANK YOU for your help with this matter
Regards,
*** ***
March 30,
*** ***
*** *** *** **
*** ** ***
*** * ***
*** ***
*
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
sent your laptop to N.E.Wto be repairedIt was not fixed properly and you
have had problems related to the sound and other issuesWhen you informed
N.E.Wthere were still problems after your laptop was repaired, you were told
no further service would be performed as your Plan had expiredYou also would
like us to be aware that you were *** *** and have been *** from
your ***This is the reason it has taken awhile for you to deal with this
issue.
The desired resolution listed in
your complaint is to have your laptop repaired again, or to receive funds
necessary to cover the costs for a repair, approximately $229.00, in addition
to a reimbursement of the purchase price you paid for the Service Plan.
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.W
February 22, regarding an issue with your *** *** laptop computer
You were provided with a box and a prepaid return shipping label to forward the
laptop to our service center. The laptop
was received at our service center March 20, The repair was completed
The laptop was returned to you and delivered via *** on March 26, The
next communication N.E.Whad with
you occurred February 5, 2015. Your
Service Plan with N.E.Wexpired
October 20, 2014.
Each service repair has a day
guaranteeIf N.E.Whad received
information within days after you received the laptop, that the repair did
not fully resolve the problems it was sent for, we would have serviced it again
utilizing the original service request identification. We also would have provided additional
repairs under the Service Plan had we been informed of any issues while the
Plan was still in effect. As it was, you
contacted N.E.Walmost four months
after your Plan expired. While we
appreciate and were sorry to learn you suffered injuries that prevented you
from contacting N.E.Wright away, we
are not able to extend the term of the Service Plan that expired in October
We respectfully deny your request to provide additional repairs to your
laptop, or provide a reimbursement of the purchase price paid you paid for the
Service Plan as it has been earned
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***
Compliance Coordinator | ***
*** *** * *** *** | www.asurion.com
*** *** *** * *** *** * *** ** ***
[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: ***
I am rejecting this response because: when I purchased the vacuum with the replacement plan I was told it would begin it's coverage after the first years manufacturers warrantyThat's what I explainedto your representativesThe first representative advised me to go to the *** I purchased the vacuum and talk to the managerI spoke with the manager and he said that your company rejected replacement plans regularlyHe advised me to call back or file with Revdex.com because I had purchased a replacement warranty which was the one that started after the first year (as indicated on my receipt "replacement plan")I called your customer service again spoke to Rafael which was very rude and would not even hear me outWhen I tried to speak he would speak louder and cut me offI had to ask him several times to please stop yelling at meHe's the one that told me that the reason it was not covered as because the vacuum was considered a mobile device and therefore as the terms and conditions read, mobile devices are covered under the accidental damage plan which starts on the date of purchaseI told him I didn't agree that the vacuum was a mobile device and if it was what would it coverHe said drops and spills, no mention of surge problemsI advised him that 1) I don't carry my vacuum in my pocket therefore I don't consider it a mobile device 2) as far as spills are concerned, if there was a (dry) spill I would use the vacuum to clean it upAfter asking him to stop yelling at me and listen to me as I had listened to him, I asked him to speak to a manager which he advised me that the "manager department was closed due to the weather"He told me he was the only person I could speak toI even asked him to just transfer me to another representative that would not yell at meHe told me I would have to call back and pray not to get him againI read the terms and conditions to him and he told me that my interpretation was incorrect because I didn't understand it was a mobile deviceSo my point now is the followingI've been in contact with a store manager (as recommended by your first customer service representative) who says that the insurance should be valid as it was sold as I understand it, two customer service representatives and yourself, all which have different interpretations of the terms and conditionsI think we should be able to come to an agreement since if the sales people at *** don't understand your policies (according to your customer service representative Rafael) your representatives don't understand the policies either since every one of them has told me a different version of the terms of my purchaseFirst it was simply expired and I should check with the store, the second one said it was because it was a mobile device covered for drops and spills, and you claim it's because it was covered for power surgesI wonder if I called your office how many other versions/interpretations of the terms and conditions I would getMy terms and conditions state that replacement plans start after the manufacturers warrantyIt also says that my receipt would indicate what type of plan I purchasedMy receipt reads replacement planI don't understand how that is not clearI also understand the terms and conditions that you sent, but they don't match mineI'm asking for a replacement of the vacuum as the plan I purchased guaranteedIf I would have known better, and now I do I would stick only with Square Trade where everyone seems to have a clear understanding of the terms and conditions and are not interpreted differently by every person involved.
Regards,
*** ***
March 26, 2015 [redacted] N.E.W. received your rebuttal to the response we provided as a reply to your original complaint filed with the RevDex.com on March 1, 2015. Your original complaint is summarized again below. According to your complaint filed with the RevDex.com you purchased a big stand fan which stopped working. You contacted N.E.W. and were advised you would receive a [redacted] return shipping label, which you were to use to have the fan sent to our depot center. You had concerns about sending such a large item. Your Plan expired before the claim was completed. You were later advised smaller items are required to be sent to a depot center before receiving a reimbursement, however for larger bulky items the customer just receives a gift card reimbursement. When you submitted your claim this was not the information provided to you. You forgot about your claim while caring for your grandmother and the Plan expired. You feel because you were given incorrect information regarding the return of your product you should be reimbursed the purchase price paid for the fan. Our first reply is summarized below. You submitted a claim with N.E.W. December 12, 2013 regarding a fan that had stopped working properly. A prepaid return shipping label was provided to you. After no contact from you in over five months an e-mail notification was sent to you with a request to contact us to continue the claim. The claim was closed due to no activity on June 15, 2014. The Replacement Plan you purchase for the fan expired June 9, 2014. We would have honored the claim up to 30 days past the expiration date of your Plan. You were sent a return shipping label because the fan was registered in our system as a “portable fan”. Twice in your complaint you mentioned that you had concerns about shipping the fan due to the size, but you failed to mention your concern to our representative who could have addressed it. As the only contact with you after the claim was submitted was more than a year later, and more than eight months after your Plan expired, we respectfully denied your request to complete the claim. Your rebuttal statement is copied in its entirety below. I never received an email yes I let time pass after I was told I would receive a shipping label. Because one I just said I wasn't going to worry about it because it was no way I could send that box. And #2 I has just [redacted] so therefore I went into a state of depression. But when I just recently found out about bulky items a light bulb went off in my head I felt like I was played and that was wrong. On so many levels because the rep new it was noway that box could be shipped. I would first like to offer my sincerest condolences for the [redacted] . I cannot imagine the sorrow that accompanies such a loss. You stated in your original complaint that when you submitted the claim you had concerns about shipping the fan due to the size. Again, you did not mention your concerns to the customer service representative who could have addressed the matter at that time. In your rebuttal statement you mention “I wasn’t going to worry about it because it was no way I could send that box”. You also state our representative knew there was no way the box could be shipped. As mentioned in our first reply, the fan was registered in our system as a [redacted] “portable fan”. As such the representative did not have any information that would lead her to believe the item may be too large to return. That is why a return shipping label was provided to you. I respectfully submit as you had concerns about returning the item due to the size, you had a responsibility to make us aware of those concerns while your plan was in effect. Had you done so, we gladly would have assisted you. The service history notes indicate we sent an e-mail notification on May 27, 2014 requesting you contact us to continue the claim. You stated you did not receive the e-mail. This would have been sent to the e-mail address that was provided when you registered your fan. We have no way of knowing for certain, but it may have been delivered to your “junk folder”. You did not contact us in over a year after submitting the claim and more than eight months after your Plan expired. We stand by our original response to your complaint. Sincerely, Ken P [redacted] Compliance Coordinator | [redacted] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] ***
March 30, [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, Our brochure indicates in several locations that a claim will be fulfilled with a replacement productOnly in smaller print, located inside the brochure does it state that a gift card in the amount of the purchase price may be provided to fulfill a claimA store associate from [redacted] promised you would receive a replacement product if you filed a claimYou purchased your product during a Black Friday special, and the purchase price will no longer cover the cost of a replacement item The desired resolution listed in your complaint is to receive a replacement product A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted a claim with N.E.W March 12, for a tablet that was originally purchased at [redacted] ***You were informed you would receive a prepaid return shipping label to send the tablet to our depot centerUpon receipt of the tablet you would be provided with an [redacted] gift card for the purchase price paid for the tablet for you to use towards the purchase of a replacement tabletYou explained to our representative that the tablet was purchased on a Black Friday sale, and that you do not believe our brochures should include smaller print with the program detailsYou have been informed that the limit of liability for the Replacement Plan is the purchase price paid for the itemWe regret that you are unsatisfied with the Replacement Plan you purchased It is always imperative to read and familiarize yourself with the terms and conditions of any type of replacement or insurance plan so that you are comfortable with the procedures that will follow should you need to submit a claimUnfortunately we are unable to change our terms and conditions based upon information provided to you verbally at the time of purchaseIf you prefer not to complete the claim we are able to cancel the Plan and provide a full refund of the price you paid Plan I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted] Regards, Ken P [redacted] Compliance Coordinator | [redacted] | www.asurion.com [redacted] ***
June 10, [redacted] Orlando, FL [redacted] Case # [redacted] [redacted] N.E.Wreceived your rebuttal statement to the response letter we submitted addressing the concerns you expressed in your Revdex.com complaint Your original complaint is summarized again below According to your complaint filed with the Revdex.com, in November you purchased a 50” LED television from [redacted] Approximately two weeks ago you removed the television from the box it came in to hook it up Upon doing so you noticed the screen was cracked and also appeared to have water damage The damage was puzzling to you as the television has remained in a corner of your living room since December You contacted N.E.Wto submit a claimEach representative you spoke with advised you the damage to your television is not a covered peril In our original response to your complaint we outlined item # from the terms and conditions of the service plan you purchased for your televisionThe section was labeled: What is Not Covered WHAT IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS (UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH ALTERED OR MISSING SERIAL NUMBERS You were advised the service plan you purchased at [redacted] and that is administered by our company does not provide coverage for televisions which have sustained either accidental or liquid damage Your rebuttal statement is copied below in its entirety: “I am rejecting this response because: I am absolutely disgusted with the lack of Customer service I received from Asurion or N.E.Wthroughout this entire process! Every representative that I spoke to not only did not assist me in helping to get resolve the problem but, only transferred me back and forth to other representatives that told me that there was nothing that they could do for me eitherIn lieu of the lack of customer service, I am requesting a full reimbursement of the cost of the television (which had pre-existing damage to it), as well as for the cost for the warranty I purchased along with the television.” We sincerely regret your experience with N.E.Wdid not meet your expectations We stand by our original reply that your claim was denied because the problems you have described are not covered by the service plan you purchased for your television As mentioned in our original reply, if you would like to cancel the service plan because it did not meet your needs I am happy to do so and provide a refund of the purchase price you paid for the service plan I only need your acknowledgement that this is your desire Please contact me either by phone at [redacted] or by e-mail at ***@asurion.com if you would like to cancel the service plan and receive a refund of the purchase price paid for the service plan Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN
June 16, [redacted] Cooper City, 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, on May 3, you returned a phone to Asurion for replacement You were advised the same phone was not in stock and that you would receive a reimbursement of the purchase price within 7-days so that you could purchase a replacement As of June 4th you still had not received the reimbursement Each time you contacted Asurion you received information that the process was held up due to a system related issue and that the reimbursement should be issued within 3-days The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for your phone A review of your service history for the service plan you purchased has been completedThe research revealed you initiated a claim April 30, for an [redacted] that had sustained damage to the screen A prepaid return shipping label was provided to you so that you could return the damaged product to our depot center The tracking number assigned to your return shipping label confirms the product was received at our facility May 4, Upon arrival of the product it was misplaced and did not get checked in properly This is the reason your reimbursement was not issued in a timely mannerAfter a lost product inquiry was completed, the claim was approved for reimbursement May 26, The payment was invoiced June 8, The claim fulfillment method was to be a reimbursement of the purchase price you paid for the product via e-gift card For reasons I have been unable to determine, the reimbursement amount approved with sales tax was $ The purchase price you paid for the product, not including sales tax, was $ On June 8, a request to provide the remaining purchase price amount was approvedA check in the amount of $including sales tax was invoiced on June 12, If you have not received the remaining reimbursement amount upon receipt of this letter please contact me at the phone number below We sincerely regret your claim experience was less than satisfactory The service you received is not typical of the service we strive to provide on a daily basis to all our customersWe will utilize your claim in an effort to prevent similar experiences from occurring with other customersI 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
February 27, [redacted] Jackson, TN [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 Middle Tennessee & Southern Kentucky, 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: A claim was filed by you in September After not hearing from anyone on October 18th you called and initiated another claimYou were provided with three different dates that your claim check was process and mailed to youAs of the date you filed this complaint you had not received payment for your claim after being told multiple times that you would be The following is the desired resolution listed in your complaint: “I want my money back and I would like to be compensated for the time and me having to sit on the phone day in and day out without them just sending my money in the first place$total.” We spoke on February 21, and I apologized for any inconvenience the delay in you receiving your claim check may have causedI advised you any customer’s concerns allow us to revisit the claims process and coach to better service in the futureI explained that any additional compensation was not provided for under the terms and conditions of the service plan you had purchased for your tablet You accepted my explanation and were happy I had called to discuss your concerns I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
March 16, [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: Filed claim for phone repair, company never attempted to repair phone, and refuses to respond to e-mailsOpen claim since January 02, Purchased from: [redacted] Purchase date: August 06, Purchase price: $Model number: [redacted] Serial number: [redacted] Claim opened: January 02, Service request number: [redacted] Protection expires: August 05, Plan number: [redacted] Reference number: [redacted] Claim was filed January 2nd, 2015, company claimed package was being sent for me to return product inThe package never arrivedSent the company messages through their Contact Us link, never received a single reply Company's website shows an open claim still in progress from January 2nd, 2015, yet no attempts have been made by company to finish the claim The following is the desired resolution listed in your complaint: I just want the service that I requested, my phone fixed or replacedI also would like to know why a company that has negative reviews and positive reviews manages to have a star rating A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim imitated on January 2, for your LG mobile device online at [redacted] Two additional emailed were sent to you on January 20th and March 10th A Resolution Specialist contacted you and you advised you were unaware the shipping label were being sent to you by email The Specialist mailed a shipping label to you at the address listed in this compliant on March 10th via ***This label will provide a means for your mobile device to be sent to N.E.W so a [redacted] gift card can be provided to you in the amount you paid for your mobile device plus taxThis will complete your claim I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted] Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] | www.asurion.com
April 20, [redacted] Eldersburg, MD Case # [redacted] Mr [redacted] , On behalf of Asurion Service Plans, Inc(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 a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you submitted a claim with Asurion for a [redacted] 40” LED television that had a horizontal line across the screenAsurion provided a return shipping label and a box so that you could forward the television to a service repair centerYou followed the packing instructions that were included and had the television sent to our service center via ***Approximately four days later you received a phone call notification that the television had been received with a cracked screenYou were informed this was not a covered peril and that the television would be returned to you unrepairedYou denied the television was sent with a cracked screen Upon its return you confirmed the screen was now visibly brokenThis damage was unrelated to the horizontal line that you submitted the claim forYou submitted a damaged item claim with ***This was denied due to improper packaging even though you followed the instructions and utilized all packing material Asurion provided you The desired resolution listed in your complaint is to receive a replacement television of equal size and capabilities A review of your service history for the replacement plan you purchased has been completedThe research confirmed a claim was initiated March 16, for your television An attempt to troubleshoot the issue was unsuccessfulThe television was received at the assigned service center on March 25, The service center added notes and a photograph confirming the television was received with a large crack which appears to be impact damageThe service center returned the television to you unrepaired You advised our customer service representative the damage to the screen was not present when you packaged the television and sent it to the service center You were advised to submit a damage claim with the shipper [redacted] which you did [redacted] provided information that the damage was due to improper packaging and denied the claim We spoke together Friday April 17, I do believe the physical damage occurred while the television was in route to our service center I stated I had no reason to believe you did not follow the packaging instructions or utilize all of the packing material provided to you In an effort to provide a better customer experience, I offered to provide you a reimbursement of the purchase price paid for the television including sales tax so that you could purchase a replacement of your choosingYou stated this would be an acceptable resolution The reimbursement has been approvedYou should expect the arrival of the reimbursement check within 5-business days from the date of this letter 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 [redacted] Regards, Ken P [redacted] Compliance Coordinator | [redacted] Phone [redacted] | [redacted] | www.asurion.com [redacted] | [redacted] | Nashville, TN
January 22, [redacted] Elverta, CA Complaint ID# [redacted] Dear Mr [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 stated the following: ”I purchased a [redacted] TV from [redacted] in July, 2013, at which time I also purchased the extended warranty through [redacted] Protection Plan serviced by AsurionIn November 2014, the HDMI connection burned out and Asurion was contacted and sent their repairman outHe did not know how to repair a [redacted] TV and after several attempts (which included several calls to the [redacted] technical support), he still could not fix the problemHe stated several times, he had never worked on or even heard of [redacted] before, and that he had just started working for this company a month agoHe took the TV apart one final time, which he took the back completely off, leaving the screen unstableHe plugged the TV in and HE lifted the corner of the TV, at which time a crackling sound was heard The repairman then said to my son, "Oh, I hope that wasn't from me." My son was standing there and wasn't even touching the TV, just watchingMy son was disturbed at the way the repairman was doing the jobWhen the TV was turned on, the screen on the corner where he lifted the tv up, was crackedAt that time, he leftMy son and daughter started dealing with the coverage plan, Asurion, over getting the TV replaced, and was told that they were taking the side of the repairman, who lied to keep his job, I believeI am recovering from a throat surgery and cannot speakMy family has dealt with Asurion several times, and they are not fixing the set that their employee brokeWe called to have the HDMI fixed, and by the end of it, my TV set is no longer goodIt was the repairman's faultWe have given the company ample time and opportunity to resolve this problem, and they refuse to.” The desired resolution listed in your complaint was: I would like for Asurion to replace the [redacted] TV that their repairman broke with a new TV, and [redacted] should not push customers to buy extended warranties from this company since they do not honor it A review of your service history for the service plan you purchased has been completedThe research revealed a service request initiated for your television on November 23rdA technician was dispatched to service your television on November 26thPlease note, we only dispatch techs that are certified by the manufacturer Calls were received from you on December 5th, 8th, 10th and 26thNotes in your service request that indicate you were calling about the technician who serviced your television cracking the screen You were advised that the technician provided N.E.Wwith information that your television’s screen was cracked when he arrived and you should contact the service center directly We spoke on January 20th and I advise you a decision was made to reimburse you for your television for customer satisfactionThis reimbursement was provided due to our not being able to validate who caused the damage to the televisionYour reimbursement check should be received in to business days at the address listed in your complaintWhen asked you had no additional concerns or questions I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com
June 8, [redacted] Warwick, RI [redacted] Case # [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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.Wfor a computerYou were instructed to send it to a service center for repairYou do not want to send it to the service center due to a prior unsatisfactory experience having a computer repaired The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the computer without submitting it to N.E.W for service repair A review of your service history for the service plan you purchased has been completedThe research revealed you submitted a claim for a computer on May 27, stating it will not power on due to a power surge You informed our representative that you did not want to submit the product for repair due to a prior claim to repair another computer not going wellYou also informed our representative that I had advised you I would provide a reimbursement of the purchase price paid for the computer without having it sent to our service center You left a voicemail for me stating that our representatives were “giving you a hard time” I assisted you with a prior claim when you filed a complaint with the Revdex.com regarding a Lasko fan You refused to send the fan to our depot center and wanted a reimbursement of the purchase price Because you filed a prior claim for another fan and the claim was completed without having to send the product to us, I made a one-time exception and fulfilled your desired resolution and provided a reimbursement which you confirmed you received I provided my contact information with instructions to call me if you ever needed further assistanceI never advised you I would provide a reimbursement for any other product without first submitting it to our service center I returned your phone call and stated prior claim fulfillment had no bearing on present or future claim fulfillment I also advised you would need to send the computer to our service center with a prepaid return shipping label provided to you, and that I would be happy to oversee the claim until it was completed I also stated if you did not wish to send the computer to our service center you could have it repaired locally and as long as the problem was a covered failure we would reimburse you the cost of the repair We ended the phone call with you stating you would need to think about it Further research also revealed that you have filed multiple claims this year for different products and consistently escalate in an effort to have the claims fulfilled without having to follow our established guidelinesThe fact that exceptions to our guidelines have been made for you on prior claims does not mean exceptions will be made to current or future claims We will only provide a reimbursement of the purchase price you paid for your computer if it is determined to be unrepairable or if it meets our “no lemon” policy guidelines which are printed in the terms and conditions of your plan No Lemon Policy: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product The claim for your computer will remain open for days from the start date of May 27, if you wish to continue with the service repair I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at 615-445- Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone | Fax | www.asurion.com Grassmere Park | Suite | Nashville, TN
April 28, [redacted] Rohnert Park, 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 Your complaint statement filed with the RevDex.com is coped below Will not honor their warranty because I am not a liar and told them my son dropped it outside a child under is an act of god I spoke to customer service she offered nothing not even to speak to a higher authority – It was purchased 13/11/ The desired resolution listed in your complaint is to receive a new [redacted] tablet of equal value A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WApril 21, to report your tablet was damaged The information you provided the customer service representative was that your son threw the tablet out the back doorThe Replacement Plan you purchased for your tablet does provide coverage for Accidental Damage from Handling (ADH)The pamphlet containing the terms and conditions of the Replacement Plan you purchased has a statement which reads: Accidental Damage from Handling (ADH) is an added benefit to our Premium Plans that provides your product with protection from mishaps such as unintentional and unexpected spills, drops, and cracked screens as a result of use The descriptions provided to our customer service representative and the Revdex.com regarding what happened to your tablet are not considered to be the result of useThis is the reason your claim was deniedWe appreciate your business and regret your experience with our company was less than satisfactory, however we remain unable to approve your claim 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
March, 4, 2015 [redacted] Cincinnati, OH [redacted] Case # [redacted] , N.E.W. received the comments you provided to the RevDex.com on February 24, 2015. Your statement is copied below. I am not really rejecting the response, but I do not want my complaint closed until I receive my reimbursement. This has been going on for months so I do not want my complaint closed until I receive payment. Regards, [redacted] N.E.W. issued a check payable to you for the reimbursement of your tablet after we confirmed a stop payment was completed for the most recent gift card we attempted to have sent to you. The check was sent to the address at the top of this letter via [redacted] standard overnight delivery with a tracking number ending in ***. The [redacted] website indicates it was delivered Monday March 2, 2015 at 1:51 p.m. I left a voicemail message for you yesterday March 3, 2015 requesting a call back as soon as possible if you did not receive the check. As of the writing of this letter I have not heard from you. Please let me know if you have any further concerns regarding your claim. We want to be certain you are satisfied with the resolution. Kindest regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com 648 Grassmere Park | Suite 300 | Nashville, TN 37211
March 30, [redacted] Midwest City, OK [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.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “After purchasing a new game through [redacted] .com I opened it up just like normal, popped it in my [redacted] ***, and started to play itIt didn't seem right, the sounds weren't in sync and it skipped a lotAfter playing for about minutes I received a "disc read error" please clean with soft cloth, messageIt had happened a few times before so it’s not unusualI opened the disc try and closed it back to start the game back upIt wouldn't read the discThis is a bad sign, it’s happened on several other consoles before, thus I bought an extended warranty while at [redacted] I actually didn't think it was the system thoughI tried the game a few more times, cleaned it, and then got on the phone with [redacted] They were nice enough to send me a replacement and not ask for the original backIt took a few days but when I got the new copy I opened it up, popped it in, and it started itwith the same problems, minutes in the game quit working and it wouldn't attempt to read it againI set it aside because I was doing tryingA few days later I picked up the new [redacted] gameIt wouldn't play eitherI went and picked up a skip drfrom [redacted] for $and used it, that didn't work, I used canned air to clean the system, still didn't workAs a last resort I logged into the Asurion website and filed a claimThey sent me a return slip; I went to office depot, bought a box and peanuts for $and sent it on its wayI talked to them on the phone to explain the problemA few days later I received my [redacted] back with a note that said "no trouble found." I was mad but I got ahold of them and they promised to do me right the next timeThey sent a label, I sent it back, this whole process taking a month mind you, and received it back again, with the same sheet of paper, same broken ***They then stopped replying to me on [redacted] and deleted my postsThey are thieves and stole my time and money I spent on the warranty.” The following is the desired resolution listed in your complaint: “Replacement, it would have been nice to have my system fixedThe part to fix the console is available online to the public through many retailers or [redacted] web stores for $Since you can’t get me back my time, which was the biggest disappointment, I just want to get the word out there; this company is a bunch of crooksI doubt they are going to work with you because they didn't work with meThank you for your time!” A review of your service history for the service plan you purchased has been completedThe research revealed two (2) service requests completed for your [redacted] game systemThe game system was diagnosed twice by N.E.Wsince November Each time N.E.Wexamined the game system there was no trouble foundOur technicians manually test every game system for over minutesThen a quality specialist manually tests every game system and allows the game systems to run on its own for more than minutesOur tests are completed with high stress games like [redacted] ***, [redacted] and [redacted] *** The service plan you purchased for your game system has a “No Lemon” guideline in the terms and conditions of coverageThe “No Lemon” guideline provides for replacement of your game system after it has been serviced and repaired for the same failure three (3) times and requires a fourth repair as determined by N.E.Wfor the same failureUnfortunately, according to your service history your game system doesn’t qualify for being replaced under the service plan you purchased for it 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, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Never received the shipping labelAll I want is my shipping label! This company does not deserve the ratings you give themI just want the shipping label so I can wipe my hands with this useless company Regards, [redacted]
From: *** *** ***>Date: Thu, Jan 22, at 2:AMSubject: Attn Kathy B***To: [email protected] name is *** *** case ***They sent my refund and completed their obligation to meThey are severly delayed on their actual service times compared to what they
quoteAs I stated before their contact phone number is very difficult to find I believe to deter customers from successfully completeing their warranty returnIn the end they sent me the return and my business with them is completeThank you *** ***
January 2, 2015On 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 providerN.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 serviceEach 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 or around July 7, you purchased a personal computer from ***.com with a three year extended service plan administered by N.E.WIn September the computer began displaying signs of a hardware malfunction in the form of a blue screen with error codesYou submitted the computer to N.E.Wfor repairIt was returned to you with a note that the graphics/video card was replacedAfter starting a *** video, the same blue screen as before appearedAfter contacting N.E.Wagain, you were asked to resend the computer for a second repair attempt, which you didParts were determined to be required to repair the unitAfter approximately two weeks you received the computer with a note indicating the mother board was replacedYou installed a video game and within seconds the same blue screen problem occurred yet againYou contacted N.E.Wand a received an e-mail reply from a representative named Rick who informed you your computer fell under the “no lemon” clauseRick instructed you to resend the computer a third time and that it would either be replaced, or you would be provided with a reimbursement of the purchase price paid for the computerYou did submit the computer to N.E.Wa third time as requested only to have the same computer returned rather than receiving a replacement or a reimbursement as you were expecting.The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the computer and the extended service plan.A review of your service history for the service plan you purchased has been completedThe research confirmed you were advised a buyout of the computer would be forthcoming however; we have not received the computer back at our service facility in order to initiate the buy-outI attempted to reach you by phone on three occasionsAs of the writing of this letter we both have left voicemails for each other, but have not spoken togetherI feel confident we can provide a resolution that will be satisfactory to both partiesIn my last voicemail to you I requested a call back, but that if I did not answer, I asked you to provide a phone number and time that is best to reach youI will continue to call the number you provided the Revdex.com which is the same number we have on record for you.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 PCompliance Coordinator
November
12,
*** ***
*** * *** ***
*** ** ***
Complaint
#***
Dear
*** ***,
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 purchased a product care plan and
when you called to utilize it N.E.Wrefused to file your claimN.E.Wadvised
you your vacuum was still under the manufacturer’s warrantyYou were unaware
your vacuum carried a year manufacturer’s warranty until you called to
initiate a claimThe manufacture has been contacted and you have been advised
they will replace your vacuum.
The
desired resolution listed in your complaint is for N.E.Wto honor the Product Care Plan agreement and cover your
vacuum
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed your call to N.E.Won October 31st when you were directed to contact
the manufacturer after explaining the concerns you were having with your
vacuum
Coverage
for power surges became effective on November 15, when you purchased the
Product Care replacement plan for your vacuumAny other problems with your
vacuum would be the responsibility of the manufacturer for the first yearN.E.Whad no responsibility to cover
your vacuum when you called on October 31st unless a power surge
caused the problems you were experiencing because your vacuum was still under
the manufacturer’s warranty
Any
product a person purchases carries a one year manufacturer’s warranty unless
otherwise specified in the paperwork a manufacturer includes with a product
After
the first year, the replacement plan you purchased for your vacuum continues to
provide power surge protection along with coverage for mechanical electrical
failure cause by defects in materials and/or workmanship, wear and tear,
dust, heat or humidity that the year manufacturer’s warranty no longer
covers.
When
you receive the replacement vacuum from the manufacturer, the Product Care
replacement plan you purchased will cover the replacement vacuum until January
13, 2016.
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,
Cynthia R***
Sr
Compliance Coordinator | cynthia.r***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
December 11,
*** ***
*** *** ***
***, TN ***
Case # ***
*** ***,
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 submitted your tablet for repair five times for the same problem which began almost immediately after purchaseYou have been repeatedly told that if your tablet required an additional repair you would receive a reimbursement of the purchase price under the “no lemon” clause of the extended service PlanYou were advised by a N.E.Wrepresentative during your last repair that you would receive a reimbursement, only to later be told another service repair would be completed
The desired resolution listed in your complaint is a reimbursement of the purchase price you paid for the laptop
A review of your service history for the replacement plan you purchased has been completedThe research revealed that N.E.W. completed three separate repairs for your tablet, all for the same issueThe other repairs you mention were performed by the manufacturerI spoke with you Tuesday December 9, You stated you had received the tablet from the most recent repair, but were not comfortable as each repair only lasted a few weeksI agreed that your tablet fit the definition of a “lemon” and as such I offered to provide a reimbursement of the purchase price paid for the tabletYou stated this would fulfill your desired resolutionI informed you a prepaid return shipping label would be provided to you and upon receipt of the laptop, the reimbursement would be issuedI will overnight the reimbursement check to you once it is available.
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***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** The issue has been resolved and my claim is complete THANK YOU for your help with this matter
Regards,
*** ***
March 30,
*** ***
*** *** *** **
*** ** ***
*** * ***
*** ***
*
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
sent your laptop to N.E.Wto be repairedIt was not fixed properly and you
have had problems related to the sound and other issuesWhen you informed
N.E.Wthere were still problems after your laptop was repaired, you were told
no further service would be performed as your Plan had expiredYou also would
like us to be aware that you were *** *** and have been *** from
your ***This is the reason it has taken awhile for you to deal with this
issue.
The desired resolution listed in
your complaint is to have your laptop repaired again, or to receive funds
necessary to cover the costs for a repair, approximately $229.00, in addition
to a reimbursement of the purchase price you paid for the Service Plan.
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.W
February 22, regarding an issue with your *** *** laptop computer
You were provided with a box and a prepaid return shipping label to forward the
laptop to our service center. The laptop
was received at our service center March 20, The repair was completed
The laptop was returned to you and delivered via *** on March 26, The
next communication N.E.Whad with
you occurred February 5, 2015. Your
Service Plan with N.E.Wexpired
October 20, 2014.
Each service repair has a day
guaranteeIf N.E.Whad received
information within days after you received the laptop, that the repair did
not fully resolve the problems it was sent for, we would have serviced it again
utilizing the original service request identification. We also would have provided additional
repairs under the Service Plan had we been informed of any issues while the
Plan was still in effect. As it was, you
contacted N.E.Walmost four months
after your Plan expired. While we
appreciate and were sorry to learn you suffered injuries that prevented you
from contacting N.E.Wright away, we
are not able to extend the term of the Service Plan that expired in October
We respectfully deny your request to provide additional repairs to your
laptop, or provide a reimbursement of the purchase price paid you paid for the
Service Plan as it has been earned
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***
Compliance Coordinator | ***
*** *** * *** *** | www.asurion.com
*** *** *** * *** *** * *** ** ***
[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: ***
I am rejecting this response because: when I purchased the vacuum with the replacement plan I was told it would begin it's coverage after the first years manufacturers warrantyThat's what I explainedto your representativesThe first representative advised me to go to the *** I purchased the vacuum and talk to the managerI spoke with the manager and he said that your company rejected replacement plans regularlyHe advised me to call back or file with Revdex.com because I had purchased a replacement warranty which was the one that started after the first year (as indicated on my receipt "replacement plan")I called your customer service again spoke to Rafael which was very rude and would not even hear me outWhen I tried to speak he would speak louder and cut me offI had to ask him several times to please stop yelling at meHe's the one that told me that the reason it was not covered as because the vacuum was considered a mobile device and therefore as the terms and conditions read, mobile devices are covered under the accidental damage plan which starts on the date of purchaseI told him I didn't agree that the vacuum was a mobile device and if it was what would it coverHe said drops and spills, no mention of surge problemsI advised him that 1) I don't carry my vacuum in my pocket therefore I don't consider it a mobile device 2) as far as spills are concerned, if there was a (dry) spill I would use the vacuum to clean it upAfter asking him to stop yelling at me and listen to me as I had listened to him, I asked him to speak to a manager which he advised me that the "manager department was closed due to the weather"He told me he was the only person I could speak toI even asked him to just transfer me to another representative that would not yell at meHe told me I would have to call back and pray not to get him againI read the terms and conditions to him and he told me that my interpretation was incorrect because I didn't understand it was a mobile deviceSo my point now is the followingI've been in contact with a store manager (as recommended by your first customer service representative) who says that the insurance should be valid as it was sold as I understand it, two customer service representatives and yourself, all which have different interpretations of the terms and conditionsI think we should be able to come to an agreement since if the sales people at *** don't understand your policies (according to your customer service representative Rafael) your representatives don't understand the policies either since every one of them has told me a different version of the terms of my purchaseFirst it was simply expired and I should check with the store, the second one said it was because it was a mobile device covered for drops and spills, and you claim it's because it was covered for power surgesI wonder if I called your office how many other versions/interpretations of the terms and conditions I would getMy terms and conditions state that replacement plans start after the manufacturers warrantyIt also says that my receipt would indicate what type of plan I purchasedMy receipt reads replacement planI don't understand how that is not clearI also understand the terms and conditions that you sent, but they don't match mineI'm asking for a replacement of the vacuum as the plan I purchased guaranteedIf I would have known better, and now I do I would stick only with Square Trade where everyone seems to have a clear understanding of the terms and conditions and are not interpreted differently by every person involved.
Regards,
*** ***