[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: There is an error in the letter pertaining to the amount paid, $The letter states that the check was for the purchase price and for the tax paid, a review of the sales receipt will confirm that sales tax of 7.5% was paid on the purchase priceThis is just a response to Asurion Corporation to the comments from the section of the Revdex.com complaint form, The desired resolution for the complaint"When a company fails to meet it's own Customer service guide lines and fails to respond to the customer's attempts to get help from April until June 15, until a Revdex.com complaint is filed April 26, 2015, This is Gross Failure to provide an "Honest Effort" toward some resolution for the customerI know that there are no grounds to demand that my claim amount should be doubled but a company that has admitted fault, should in GOOD FAITH give the customer a reason to do business or recommend their services in the future
Regards,
*** ***
November 21,
*** ***
*** *** ***
*** **
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 purchased a *** *** wireless phone from *** with an extended warranty provided by N.E.W. After your phone was damaged you tried several times unsuccessfully to contact N.E.W. Once you did reach a customer service representative you were advised a $service fee would be required to complete the claimYou were unaware of this requirement, and the brochure provided to you at the point of sale made no reference to a service feeThe customer service representative you spoke with advised you were sold the incorrect protection plan and there was nothing that could be done other than to pay the service fee. A supervisor reiterated this adding it was not the fault of N.E.Wthat you were provided with incorrect information at the time of purchase
The desired resolution listed in your complaint is for N.E.Wto honor the agreement you were provided with at the time of purchase
A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted N.E.WNovember 11, regarding a damaged *** *** and were informed there would be a $service fee to complete the claimThe research also confirmed in addition to the ***, you purchased protection plans for four other wireless devices beginning in July Of those four devices, claims were approved for three of them with a reimbursement of the purchase price provided to you without a service fee being requiredThe most recent claim was completed in August The N.E.Wcustomer service representative you spoke with November 11, added notes confirming you were provided the incorrect brochure at the time of purchaseBecause of this, and that it was reasonable for you to expect a reimbursement of the purchase price as happened on three other claims approved for you, I agreed to provide your desired resolutionA reimbursement of the purchase price paid including sales tax will be provided to youYou agreed to return the damaged device with a prepaid return label N.E.Wwill forward to you
We regret your experience was less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
May 19,
*** ***
*** *** *** *** *** *** ***
Cedar Park, TX ***
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.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 for a printer/fax machine that was originally purchased at
*** ***. A refurbished printer/fax
machine was provided to you as a replacement to fulfill the claimThe
replacement device was damaged upon arrival with a broken feeder rendering it
unusableYou followed up with N.E.Wto request a new replacement or a
reimbursement of the purchase priceYour request was denied with the
explanation that this was your third claimYou disagreed stating this was the
only claim you have submitted and that the replacement device was not tested
prior to being sent to you
The desired resolution listed in
your complaint is a new, not a refurbished, product as a replacement
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
22, to report an issue with your printer/fax machineAn effort to resolve
the issue by troubleshooting was unsuccessfulA replacement exchange was
arranged to complete the claimYou were provided a replacement item and the
claimed device was forwarded to our depot centerThere are no notes regarding the conversation
you had on May 5, with Edward in tech support except that a call from tech
support was forwarded to our escalations department*** in escalations followed
up with you and his notes indicate you did request either a new replacement or
a reimbursement of the purchase price*** agreed to submit the request, but
he was not in a position to approve or deny.
His last note states you advised him not to submit the request and that
instead you would contact the Revdex.com*** did submit the
request to provide you with a full reimbursement of the purchase price
including sales tax via gift cardThe request was approved the same dayIf
you have not received the reimbursement upon receiving this letter please
contact me at the number below
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 | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
June 24,
*** ***
*** * *** *
Mapleton,
UT ***
Case #
***
*** ***,
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 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
for a damaged *** *** mini which had sustained a cracked screenOn May 28,
you received an e-mail stating the *** had been repaired and would be
returned to you. The following day May
29th, you received another e-mail stating the item could not be
repaired and that you would receive a reimbursement of the purchase price
paid. The *** was purchased on sale and
the reimbursement amount would be insufficient to replace the unitOn May 30,
you contacted Asurion to say you did not wish to receive a reimbursement
of the purchase price and that your desire was to have the damaged ***
returned to you so that you could have *** repair it. On June 1, you received a reimbursement
of the purchase price paid for the *** via gift card. June 4, you called Asurion to speak with
a supervisor and reiterate your desire to have the damaged *** returned to
you. You were informed the *** most
likely had been disposed of at that point.
The desired resolution listed in
your complaint is to have the *** returned to you or to receive a refund of
the purchase price you paid for the Plan in the amount of $
A review of your service history
for the replacement plan you purchased has been completedThe research
confirmed you contacted Asurion May 11, to report your *** had a cracked
screen. You submitted the *** to our service center
using a prepaid return shipping label provided to youThe *** was received and later marked as
“repaired” on May 28, 2015. There is a
note the following day, May 29th, that the item could not be repaired
and that you would be provided with a reimbursement of the purchase price paid
for the ***. You contacted us May 30th
to state that you did not wish to receive a reimbursement, but rather wanted
the *** returned to you. A request was
submitted to the service center assigned to repair your *** asking if they
still had the item and if so, would they please return it to you. No response to the request was received.
We do not receive many requests
to have a damaged item returned to the owner.
Our procedures are to submit a reimbursement as soon as possible
when an item is determined to be unrepairable.
While we did hear from you the following day after you were advised you
would receive a reimbursement, the service center had already sent the unit for
salvage to be recycled and we were unable to honor your request. In an effort to provide a better customer
experience we have agreed to provide your desired resolution to refund the
purchase price you paid for the Service Plan.
You should expect to receive that within 7-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 ###-###-####
Regards,
Ken P***
Compliance Coordinator |***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
June 26, 2015Asurion received your rejection of our original response letter regarding your complaint submitted to the Revdex.comYour original complaint is summarized again below.According to your complaint filed with the Revdex.com, on May 3, you returned a phone to Asurion for replacementYou 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 replacementAs of June 4 th you still had not received the reimbursementEach 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.Our original reply acknowledged the difficulties you had with Asurion completing your claimI stated a reimbursement was issued for an incorrect dollar amount, but that the remaining reimbursement amount would be forthcoming.Your rebuttal statement is summarized below.You rejected our response because you had not yet received the remaining balance for your reimbursementYou also added that you had another mobile device that was damaged and needed the screen repairedDue your prior claim experience with Asurion you decided you would prefer to have the device repaired on your ownYou requested a cancelation of the extended service plan for the damaged device and a refund of the purchase price paid for the service plan.I called and spoke with you on June 18, I advised you that a check for the remaining balance of your reimbursement was issued June 15, I also stated I would submit the request to cancel the remaining service plan and provide a refund of the purchase price you paid for the planI received a confirmation that the service plan was canceled successfullyI attempted to reach you June 26, to confirm you received both the remaining balance for the mobile device you claimed, and a reimbursement of the purchase price you paid for the extended service plan that was canceledI was unable to speak with you directly but left a voicemail request for you to call back at your convenienceIf you have received both expected payments there is no need for you to callIf you have not received those payments please contact me at the number below as soon as you are able and I will be happy to follow up.We do appreciate your business and again regret your experience with Asurion was not satisfactory.Regards,Ken P.Compliance Coordinator
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** * ***
December
9,
*** ***
*** *** ***
Fair
Lawn, NJ ***
Complaint
ID#***
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 indicated the following:
The TV you were supposed to receive was
never received by you even though N.E.Wis stating it wasYou were never
notified the TV was being delivered even though you had requested to be
notified to allow you to schedule a time when you would be available to be at
home for the deliveryWhen the TV was not received you called to check on the
status of it being deliveredYou were advised someone would contact youWeeks
after your call you received an email indicating your TV was delivered on
October 20th and you would need to file a police reportYou state
you feel like you shouldn’t have to file the police report due to not having
any proof the TV was delivered to you.
The
desired resolution listed in your complaint is to either receive another
replacement or be reimbursed so you would be able to purchase another TV
A
review of your service history for the service plan you purchased has been
completedThe research revealed your television being delivered on October 20th
and left at your front door under *** tracking #***You called N.E.Won October 28th to
inquire about your television not being delivered and were advised a call back
would be made to you in to business daysAttempts to contact you were
noted on November 5th and 10th to the telephone number
your television was registered under, ###-###-####A message “the person you are
trying to reach is not able to receive your call” was receivedAn email was also
sent to you on November 10th to follow up
Once
my research was completed I contacted
*** to open an investigation for the replacement television being stolen off your porchWe
spoke that same day and you agreed to accept reimbursement in the amount of
$for your televisionI advised the reimbursement check would be received
in to business daysWhen 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***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
March 20,
*** ***
*** *** ***
*** ** ***
*** ***
*** *** ***
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:
“This company is the warranty company
for *** productsThe company has had my TV for more than month and
refuses to repair or give any infoI purchased an extended warranty from this
company of Feb This is the second attempt at repairing my TVThe
company has had the TV for more than month and has completely failed to
return any call regarding the status of the repair.”
The
following is the desired resolution listed in your complaint:
Repair the TV
A
review of your service history for the service plan you purchased has been
completedThe research revealed a part that was needed to repair your
television caused a delay in your television repairWe regret your experience
with N.E.Whas been less than
satisfactoryHowever, reimbursement of the purchase price you paid for your
television was authorized on March 12, This was authorized due to the
part that is necessary for your television’s repair no longer being produced
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 615-762-
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
* *** * * *** | www.asurion.com
March 26,
*** *** ***
*** *** *** ***
*** ** ***
*** * ***
*** ***
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 for an *** *** console through the Protection Plan provided
to *** * ** customersYou followed the instructions provided regarding
forwarding the product to the assigned Service CenterThe *** was marked as
repaired and returned to youUpon opening the package you noticed a gash in the
*** sensorOne of the controllers was returned with a third party
rechargeable battery pack, and the disk tray is more noisy when operated than
it was before you sent it for repairYou made three phone calls to N.E.Win
an effort to resolve the problem without results.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price you paid for
the product
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed your claim was initiated February 15, The service center
assigned to your *** marked the repair as completed February 26, You
contacted N.E.WMarch 3, to
inform us of the issues listed in your complaintThe following day, March 4,
2015, a request was submitted to the service center to provide us with information
regarding the repair that was performed on your ***The service center did not provide a reply
until March 10, Their response was to have you return the game system and
they would replace it. Due to the length
of time that passed after you notified us of your dissatisfaction and when the
service center provided a response, a request to reimburse you the purchase
price paid for the *** was submitted and approved March 10, 2015. A reimbursement of the purchase price
including sales tax was invoiced for you on March 13, and sent to the
address at the top of this letter.
We regret your experience with N.E.Wwas less than satisfactory. It certainly was not typical of the service
we strive to provide our customers on a daily basisIt is unacceptable to
receive a follow up four business days after requesting information from a
service center regarding a repairYour experience will be utilized as a
coaching opportunity in an effort to provide a quicker response to customers
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,
Ken P***
Compliance Coordinator | ***
*** *** * *** *** | www.asurion.com
*** *** *** * *** *** * *** ** ***
November 6,
*** ***
*** *** ***
*** ** ***
Case # ***
*** ***,
On behalf of N.E.W./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 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
I purchased an *** Airbed June 6, from ***.com with a WarrantyI submitted a claim with Asurion after the seals began to failUpon contacting Asurion I was advised this type of problem was not covered by the Plan and that only the electric pump was coveredI was advised to contact *** who stated the Asurion Warranty does cover damage or a manufacturing defect with the product
The desired resolution listed in your complaint is to have the product replaced and the cost of the warranty reimbursed
A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim was denied due to a non-covered failureI attempted to contact you on several occasions to discuss your concernsI was unable to speak with you, but left voicemail messages each time requesting a call back at your convenienceAs of the writing of this letter I have not heard from youYou remain welcome to call me at ###-###-####, or if you prefer you may reach me via e-mail at ***@asurion.com
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W/AsurionIf 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 ###-###-####
Asurion I Grassmere Park, Nashville, TN
June 29,
*** ***
*** * *** ***
Seymour, IN
***
Complaint
ID#***
Dear *** ***,
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 provider. Asurion
offers retailers and manufacturers innovative, customizable solutions for the
delivery of customer service and support throughout the product ownership
experience
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated
According to
your complaint filed with the Revdex.com you state the following:
“Will not send warranty checkThey sent me an email
on the of May and said that my check was in the mailI called them on the
22nd of May and they said that my mailing addressed was invalidI told them
the correct address and they said it will be at my door no later than the 2nd
of JuneI called them on the 4th of June and said that my address was invalid
againI asked to speak with a supervisor, and I was put on hold for over
minutesThey finally came back on the phone and said they are still waiting on
a supervisor to comeI told them I was at work and didn’t have time to wait
They said I could call back at a later timeThey will not call or email me
telling me that my mailing address keeps coming back invalid I have to call
them and this is the 3rd time it keeps coming back invalid but I get all my
other mail at this address with no problemsThey keep giving me the run around
and I'm tired of it.”
The desired
resolution listed in your complaint is to receive your warranty check for
roughly $
A review of your
service history for the replacement plan you purchased for your mobile device has
been completedThe research revealed a check in the amount of $issued
on June 6, and mailed to *** * *** *** ***,
Seymour, IN ***
I called the
contact number listed in your complaint on June 24th and spoke with
the woman who answered the telephoneI spoke with her due to her advising me
you were not available to take my callShe advised me she would ask you it you
received the claim payment check we mailed on June 6thI provided
her with my contact information in Compliance here at Asurion and asked her to
have you call me if your check was not received or if you had any additional
concerns
She mentioned
the length of time it had taken to have claim payment check sent outI advised
her I could see the original check had been sent to an incorrect addressI apologized for the level of customer service she stated that
you had experiencedShe was assured that this is not characteristic of the
quality or reliability of our servicesI also, let her know that any feedback
from our customers assists us in improving our quality of service
As of the date
of this letter, I have not heard from youI 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 | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
June 16,
*** ***
*** *** ***
Baltimore, MD ***
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.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
for a game system which was returned to you dirty and with pieces missing. It also still did not operate properly upon
being returned.
The desired resolution listed in
your complaint is to have the game system repaired or replaced, and to receive
a refund for the inappropriate service.
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WMay 5,
to report an issue with your *** *** game systemA prepaid return
shipping label was provided to you. The
service center assigned to repair your game system received it on May 20,
2015. It was repaired the same day and
returned to you May 22, 2015. You
notified us on May 22, that the game system was returned to you dirty and
with the charger port pushed in. You
asked to speak with someone regarding the condition your game system was
returned inA Resolution Specialist contacted you and offered to provide a
full reimbursement of the purchase price you paid for the game system. A check payable to you was invoiced on May
29, If you have not received the reimbursement check upon receipt of this
letter please contact me directly at ###-###-####
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 |***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
October
29,
*** ***
*** *** ***
*** *** ** ***
Complaint
ID#***
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:
Asurion mailed your *** *** camera
back to you after a repair and it was poorly package with the lens and camera
touchingThere was internal damage to the camera that caused it not to work
Calls to Asurion were answered with different responses, you were advised
reimbursement for the purchase price of the camera would be sent to you and
then you were advised your reimbursement had been deniedCalls you made to
Asurion regarding your concerns were not returned
The
desired resolution listed in your complaint is to receive a *** gift card for
reimbursement of the purchase price you paid for your camera
A
review of your service history for the service plan you purchased has been
completedThe research revealed a claim initiated on August 26, for your
cameraA label was mailed to you for sending the camera in for repairYour
camera was received for repair on September 8th and repaired and
delivered back to you on September 17thAn email was received from
you around October 6th advising that your camera lens was scratched
in transit back to you and the camera would not workN.E.Wreplied asking you to call our toll free number to discuss
your emailA service solution was initiated on October 6th that
would reimburse you for your camera due to the damage in transit but the
service request notes reflect you being unwilling to send the camera in for
diagnosis so the service solution could be completedA decision was made on
October 15th to reimburse you for the purchase price you paid for
your camera for customer satisfaction and a check was issued and mailed to you
on October 21st
I
called you on October 22nd utilizing the telephone number ###-###-####
that your camera was registered under and left a voicemail asking you to return
my call if you had not received the reimbursement check for your camera or if
you had any additional concerns or unanswered questionsAn email was sent to
you at *** on
October 23rd to follow up on my message
On
Friday, October 24th you replied to my email and advised you were
out of the country until June and requested your check be sent to you in
the PhilippinesSince your reimbursement check was mailed to the address on
file here in the US, a stop payment was processed and a new check was issued to
youI replied to your email on October 29, and advised I would send you
the *** tracking for the new reimbursement being sent to you once it was
available
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
October 28,
*** ***
*** *** *** ***
*** ** ***
Revdex.com case # ***
*** ***,
On behalf of N.E.W./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 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 were to receive a reimbursement check from N.E.Wfor the purchase price paid for a dam***d chairYou have waited almost six months for the reimbursement without success
The desired resolution listed in your complaint is to receive a full refund as you were promised
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated April 27, with N.E.Wfor a dam***d chair originally purchased at ***A reimbursement of the purchase price paid for the chair was approved April 29, after pictures of the dam***d product were reviewed. Two gift card reimbursements were issued between May 2, and June 11, due to the first reimbursement not being receivedOn August 3, you informed N.E.Wthat you had still not received the gift card reimbursement and that your address had changedA stop payment on the last gift card was initiated and confirmed before a check reimbursement was issued
A clerical error on our end also delayed the check being issued in the expected time frame, however we do show a check for the full purchase price amount was issued to you and delivered to the address listed above on October 16,
I attempted to contact you to discuss your complaint and confirm you received the checkI was unable to speak with you, but left voicemail mess***s with my name and phone number and a request to call me if you had notAs of the writing of this letter I have not heard from 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 P***
Compliance Coordinator
kp***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I have spoken with Ms.R*** and she has issued me reimbursement for the computerAlong with the unnecessary software I had to purchaseShe is allowing me to use the old computer until I can find a suitable replacementI let her know on 12/31/ that I would start looking next week.I'm very satisfied that my complaint has been taken care in a timely mannerMsR*** was wonderful. Thank you for your time
Regards,
*** ***
December 11,
*** ***
*** *** *** ***
Richmond, VA ***
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 purchased a pair of *** *** headphones at *** with an extended warrantyYou contacted Asurion November 17, to submit a claim because they were broken at the hinge causing the sound not to work on the same sideYou were advised physical damage is not coveredYour response was that you feel the damage was caused due to wear and tear which is covered
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the headphones or a replacement
A review of your service history for the replacement plan you purchased has been completedThe research revealed there were no notes in our service history reflecting a request to repair your headphones
I attempted to reach you at both phone numbers we have available for youI was unable to speak with you but left voicemail messages at each number requesting that you call me at your convenience to discuss your concernsI would like an opportunity to assist you, and try to provide a resolution that will be acceptable to all partiesPlease call my direct number at ###-###-#### or contact me via e-mail at ***@asurion.com if that is easier for youI look forward to hearing from 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 P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I haven't got my reimburse yet
Regards,
*** ***
[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:From: *** *** ***Date: Thu, Apr 9, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: ***I have read there response, Why no replacement? Why no refund of the warranty? It appears my only resource at this point is small claims court*** *** ***
Regards,
*** ***
[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: There is an error in the letter pertaining to the amount paid, $The letter states that the check was for the purchase price and for the tax paid, a review of the sales receipt will confirm that sales tax of 7.5% was paid on the purchase priceThis is just a response to Asurion Corporation to the comments from the section of the Revdex.com complaint form, The desired resolution for the complaint"When a company fails to meet it's own Customer service guide lines and fails to respond to the customer's attempts to get help from April until June 15, until a Revdex.com complaint is filed April 26, 2015, This is Gross Failure to provide an "Honest Effort" toward some resolution for the customerI know that there are no grounds to demand that my claim amount should be doubled but a company that has admitted fault, should in GOOD FAITH give the customer a reason to do business or recommend their services in the future
Regards,
*** ***
November 21,
*** ***
*** *** ***
*** **
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 purchased a *** *** wireless phone from *** with an extended warranty provided by N.E.W. After your phone was damaged you tried several times unsuccessfully to contact N.E.W. Once you did reach a customer service representative you were advised a $service fee would be required to complete the claimYou were unaware of this requirement, and the brochure provided to you at the point of sale made no reference to a service feeThe customer service representative you spoke with advised you were sold the incorrect protection plan and there was nothing that could be done other than to pay the service fee. A supervisor reiterated this adding it was not the fault of N.E.Wthat you were provided with incorrect information at the time of purchase
The desired resolution listed in your complaint is for N.E.Wto honor the agreement you were provided with at the time of purchase
A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted N.E.WNovember 11, regarding a damaged *** *** and were informed there would be a $service fee to complete the claimThe research also confirmed in addition to the ***, you purchased protection plans for four other wireless devices beginning in July Of those four devices, claims were approved for three of them with a reimbursement of the purchase price provided to you without a service fee being requiredThe most recent claim was completed in August The N.E.Wcustomer service representative you spoke with November 11, added notes confirming you were provided the incorrect brochure at the time of purchaseBecause of this, and that it was reasonable for you to expect a reimbursement of the purchase price as happened on three other claims approved for you, I agreed to provide your desired resolutionA reimbursement of the purchase price paid including sales tax will be provided to youYou agreed to return the damaged device with a prepaid return label N.E.Wwill forward to you
We regret your experience was less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
May 19,
*** ***
*** *** *** *** *** *** ***
Cedar Park, TX ***
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.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 for a printer/fax machine that was originally purchased at
*** ***. A refurbished printer/fax
machine was provided to you as a replacement to fulfill the claimThe
replacement device was damaged upon arrival with a broken feeder rendering it
unusableYou followed up with N.E.Wto request a new replacement or a
reimbursement of the purchase priceYour request was denied with the
explanation that this was your third claimYou disagreed stating this was the
only claim you have submitted and that the replacement device was not tested
prior to being sent to you
The desired resolution listed in
your complaint is a new, not a refurbished, product as a replacement
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
22, to report an issue with your printer/fax machineAn effort to resolve
the issue by troubleshooting was unsuccessfulA replacement exchange was
arranged to complete the claimYou were provided a replacement item and the
claimed device was forwarded to our depot centerThere are no notes regarding the conversation
you had on May 5, with Edward in tech support except that a call from tech
support was forwarded to our escalations department*** in escalations followed
up with you and his notes indicate you did request either a new replacement or
a reimbursement of the purchase price*** agreed to submit the request, but
he was not in a position to approve or deny.
His last note states you advised him not to submit the request and that
instead you would contact the Revdex.com*** did submit the
request to provide you with a full reimbursement of the purchase price
including sales tax via gift cardThe request was approved the same dayIf
you have not received the reimbursement upon receiving this letter please
contact me at the number below
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 | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
June 24,
*** ***
*** * *** *
Mapleton,
UT ***
Case #
***
*** ***,
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 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
for a damaged *** *** mini which had sustained a cracked screenOn May 28,
you received an e-mail stating the *** had been repaired and would be
returned to you. The following day May
29th, you received another e-mail stating the item could not be
repaired and that you would receive a reimbursement of the purchase price
paid. The *** was purchased on sale and
the reimbursement amount would be insufficient to replace the unitOn May 30,
you contacted Asurion to say you did not wish to receive a reimbursement
of the purchase price and that your desire was to have the damaged ***
returned to you so that you could have *** repair it. On June 1, you received a reimbursement
of the purchase price paid for the *** via gift card. June 4, you called Asurion to speak with
a supervisor and reiterate your desire to have the damaged *** returned to
you. You were informed the *** most
likely had been disposed of at that point.
The desired resolution listed in
your complaint is to have the *** returned to you or to receive a refund of
the purchase price you paid for the Plan in the amount of $
A review of your service history
for the replacement plan you purchased has been completedThe research
confirmed you contacted Asurion May 11, to report your *** had a cracked
screen. You submitted the *** to our service center
using a prepaid return shipping label provided to youThe *** was received and later marked as
“repaired” on May 28, 2015. There is a
note the following day, May 29th, that the item could not be repaired
and that you would be provided with a reimbursement of the purchase price paid
for the ***. You contacted us May 30th
to state that you did not wish to receive a reimbursement, but rather wanted
the *** returned to you. A request was
submitted to the service center assigned to repair your *** asking if they
still had the item and if so, would they please return it to you. No response to the request was received.
We do not receive many requests
to have a damaged item returned to the owner.
Our procedures are to submit a reimbursement as soon as possible
when an item is determined to be unrepairable.
While we did hear from you the following day after you were advised you
would receive a reimbursement, the service center had already sent the unit for
salvage to be recycled and we were unable to honor your request. In an effort to provide a better customer
experience we have agreed to provide your desired resolution to refund the
purchase price you paid for the Service Plan.
You should expect to receive that within 7-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 ###-###-####
Regards,
Ken P***
Compliance Coordinator |***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
June 26, 2015Asurion received your rejection of our original response letter regarding your complaint submitted to the Revdex.comYour original complaint is summarized again below.According to your complaint filed with the Revdex.com, on May 3, you returned a phone to Asurion for replacementYou 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 replacementAs of June 4 th you still had not received the reimbursementEach 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.Our original reply acknowledged the difficulties you had with Asurion completing your claimI stated a reimbursement was issued for an incorrect dollar amount, but that the remaining reimbursement amount would be forthcoming.Your rebuttal statement is summarized below.You rejected our response because you had not yet received the remaining balance for your reimbursementYou also added that you had another mobile device that was damaged and needed the screen repairedDue your prior claim experience with Asurion you decided you would prefer to have the device repaired on your ownYou requested a cancelation of the extended service plan for the damaged device and a refund of the purchase price paid for the service plan.I called and spoke with you on June 18, I advised you that a check for the remaining balance of your reimbursement was issued June 15, I also stated I would submit the request to cancel the remaining service plan and provide a refund of the purchase price you paid for the planI received a confirmation that the service plan was canceled successfullyI attempted to reach you June 26, to confirm you received both the remaining balance for the mobile device you claimed, and a reimbursement of the purchase price you paid for the extended service plan that was canceledI was unable to speak with you directly but left a voicemail request for you to call back at your convenienceIf you have received both expected payments there is no need for you to callIf you have not received those payments please contact me at the number below as soon as you are able and I will be happy to follow up.We do appreciate your business and again regret your experience with Asurion was not satisfactory.Regards,Ken P.Compliance Coordinator
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** * ***
December
9,
*** ***
*** *** ***
Fair
Lawn, NJ ***
Complaint
ID#***
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 indicated the following:
The TV you were supposed to receive was
never received by you even though N.E.Wis stating it wasYou were never
notified the TV was being delivered even though you had requested to be
notified to allow you to schedule a time when you would be available to be at
home for the deliveryWhen the TV was not received you called to check on the
status of it being deliveredYou were advised someone would contact youWeeks
after your call you received an email indicating your TV was delivered on
October 20th and you would need to file a police reportYou state
you feel like you shouldn’t have to file the police report due to not having
any proof the TV was delivered to you.
The
desired resolution listed in your complaint is to either receive another
replacement or be reimbursed so you would be able to purchase another TV
A
review of your service history for the service plan you purchased has been
completedThe research revealed your television being delivered on October 20th
and left at your front door under *** tracking #***You called N.E.Won October 28th to
inquire about your television not being delivered and were advised a call back
would be made to you in to business daysAttempts to contact you were
noted on November 5th and 10th to the telephone number
your television was registered under, ###-###-####A message “the person you are
trying to reach is not able to receive your call” was receivedAn email was also
sent to you on November 10th to follow up
Once
my research was completed I contacted
*** to open an investigation for the replacement television being stolen off your porchWe
spoke that same day and you agreed to accept reimbursement in the amount of
$for your televisionI advised the reimbursement check would be received
in to business daysWhen 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***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
March 20,
*** ***
*** *** ***
*** ** ***
*** ***
*** *** ***
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:
“This company is the warranty company
for *** productsThe company has had my TV for more than month and
refuses to repair or give any infoI purchased an extended warranty from this
company of Feb This is the second attempt at repairing my TVThe
company has had the TV for more than month and has completely failed to
return any call regarding the status of the repair.”
The
following is the desired resolution listed in your complaint:
Repair the TV
A
review of your service history for the service plan you purchased has been
completedThe research revealed a part that was needed to repair your
television caused a delay in your television repairWe regret your experience
with N.E.Whas been less than
satisfactoryHowever, reimbursement of the purchase price you paid for your
television was authorized on March 12, This was authorized due to the
part that is necessary for your television’s repair no longer being produced
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 615-762-
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
* *** * * *** | www.asurion.com
March 26,
*** *** ***
*** *** *** ***
*** ** ***
*** * ***
*** ***
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 for an *** *** console through the Protection Plan provided
to *** * ** customersYou followed the instructions provided regarding
forwarding the product to the assigned Service CenterThe *** was marked as
repaired and returned to youUpon opening the package you noticed a gash in the
*** sensorOne of the controllers was returned with a third party
rechargeable battery pack, and the disk tray is more noisy when operated than
it was before you sent it for repairYou made three phone calls to N.E.Win
an effort to resolve the problem without results.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price you paid for
the product
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed your claim was initiated February 15, The service center
assigned to your *** marked the repair as completed February 26, You
contacted N.E.WMarch 3, to
inform us of the issues listed in your complaintThe following day, March 4,
2015, a request was submitted to the service center to provide us with information
regarding the repair that was performed on your ***The service center did not provide a reply
until March 10, Their response was to have you return the game system and
they would replace it. Due to the length
of time that passed after you notified us of your dissatisfaction and when the
service center provided a response, a request to reimburse you the purchase
price paid for the *** was submitted and approved March 10, 2015. A reimbursement of the purchase price
including sales tax was invoiced for you on March 13, and sent to the
address at the top of this letter.
We regret your experience with N.E.Wwas less than satisfactory. It certainly was not typical of the service
we strive to provide our customers on a daily basisIt is unacceptable to
receive a follow up four business days after requesting information from a
service center regarding a repairYour experience will be utilized as a
coaching opportunity in an effort to provide a quicker response to customers
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,
Ken P***
Compliance Coordinator | ***
*** *** * *** *** | www.asurion.com
*** *** *** * *** *** * *** ** ***
November 6,
*** ***
*** *** ***
*** ** ***
Case # ***
*** ***,
On behalf of N.E.W./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 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
I purchased an *** Airbed June 6, from ***.com with a WarrantyI submitted a claim with Asurion after the seals began to failUpon contacting Asurion I was advised this type of problem was not covered by the Plan and that only the electric pump was coveredI was advised to contact *** who stated the Asurion Warranty does cover damage or a manufacturing defect with the product
The desired resolution listed in your complaint is to have the product replaced and the cost of the warranty reimbursed
A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim was denied due to a non-covered failureI attempted to contact you on several occasions to discuss your concernsI was unable to speak with you, but left voicemail messages each time requesting a call back at your convenienceAs of the writing of this letter I have not heard from youYou remain welcome to call me at ###-###-####, or if you prefer you may reach me via e-mail at ***@asurion.com
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W/AsurionIf 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 ###-###-####
Asurion I Grassmere Park, Nashville, TN
June 29,
*** ***
*** * *** ***
Seymour, IN
***
Complaint
ID#***
Dear *** ***,
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 provider. Asurion
offers retailers and manufacturers innovative, customizable solutions for the
delivery of customer service and support throughout the product ownership
experience
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated
According to
your complaint filed with the Revdex.com you state the following:
“Will not send warranty checkThey sent me an email
on the of May and said that my check was in the mailI called them on the
22nd of May and they said that my mailing addressed was invalidI told them
the correct address and they said it will be at my door no later than the 2nd
of JuneI called them on the 4th of June and said that my address was invalid
againI asked to speak with a supervisor, and I was put on hold for over
minutesThey finally came back on the phone and said they are still waiting on
a supervisor to comeI told them I was at work and didn’t have time to wait
They said I could call back at a later timeThey will not call or email me
telling me that my mailing address keeps coming back invalid I have to call
them and this is the 3rd time it keeps coming back invalid but I get all my
other mail at this address with no problemsThey keep giving me the run around
and I'm tired of it.”
The desired
resolution listed in your complaint is to receive your warranty check for
roughly $
A review of your
service history for the replacement plan you purchased for your mobile device has
been completedThe research revealed a check in the amount of $issued
on June 6, and mailed to *** * *** *** ***,
Seymour, IN ***
I called the
contact number listed in your complaint on June 24th and spoke with
the woman who answered the telephoneI spoke with her due to her advising me
you were not available to take my callShe advised me she would ask you it you
received the claim payment check we mailed on June 6thI provided
her with my contact information in Compliance here at Asurion and asked her to
have you call me if your check was not received or if you had any additional
concerns
She mentioned
the length of time it had taken to have claim payment check sent outI advised
her I could see the original check had been sent to an incorrect addressI apologized for the level of customer service she stated that
you had experiencedShe was assured that this is not characteristic of the
quality or reliability of our servicesI also, let her know that any feedback
from our customers assists us in improving our quality of service
As of the date
of this letter, I have not heard from youI 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 | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
June 16,
*** ***
*** *** ***
Baltimore, MD ***
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.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
for a game system which was returned to you dirty and with pieces missing. It also still did not operate properly upon
being returned.
The desired resolution listed in
your complaint is to have the game system repaired or replaced, and to receive
a refund for the inappropriate service.
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WMay 5,
to report an issue with your *** *** game systemA prepaid return
shipping label was provided to you. The
service center assigned to repair your game system received it on May 20,
2015. It was repaired the same day and
returned to you May 22, 2015. You
notified us on May 22, that the game system was returned to you dirty and
with the charger port pushed in. You
asked to speak with someone regarding the condition your game system was
returned inA Resolution Specialist contacted you and offered to provide a
full reimbursement of the purchase price you paid for the game system. A check payable to you was invoiced on May
29, If you have not received the reimbursement check upon receipt of this
letter please contact me directly at ###-###-####
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 |***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
October
29,
*** ***
*** *** ***
*** *** ** ***
Complaint
ID#***
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:
Asurion mailed your *** *** camera
back to you after a repair and it was poorly package with the lens and camera
touchingThere was internal damage to the camera that caused it not to work
Calls to Asurion were answered with different responses, you were advised
reimbursement for the purchase price of the camera would be sent to you and
then you were advised your reimbursement had been deniedCalls you made to
Asurion regarding your concerns were not returned
The
desired resolution listed in your complaint is to receive a *** gift card for
reimbursement of the purchase price you paid for your camera
A
review of your service history for the service plan you purchased has been
completedThe research revealed a claim initiated on August 26, for your
cameraA label was mailed to you for sending the camera in for repairYour
camera was received for repair on September 8th and repaired and
delivered back to you on September 17thAn email was received from
you around October 6th advising that your camera lens was scratched
in transit back to you and the camera would not workN.E.Wreplied asking you to call our toll free number to discuss
your emailA service solution was initiated on October 6th that
would reimburse you for your camera due to the damage in transit but the
service request notes reflect you being unwilling to send the camera in for
diagnosis so the service solution could be completedA decision was made on
October 15th to reimburse you for the purchase price you paid for
your camera for customer satisfaction and a check was issued and mailed to you
on October 21st
I
called you on October 22nd utilizing the telephone number ###-###-####
that your camera was registered under and left a voicemail asking you to return
my call if you had not received the reimbursement check for your camera or if
you had any additional concerns or unanswered questionsAn email was sent to
you at *** on
October 23rd to follow up on my message
On
Friday, October 24th you replied to my email and advised you were
out of the country until June and requested your check be sent to you in
the PhilippinesSince your reimbursement check was mailed to the address on
file here in the US, a stop payment was processed and a new check was issued to
youI replied to your email on October 29, and advised I would send you
the *** tracking for the new reimbursement being sent to you once it was
available
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
October 28,
*** ***
*** *** *** ***
*** ** ***
Revdex.com case # ***
*** ***,
On behalf of N.E.W./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 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 were to receive a reimbursement check from N.E.Wfor the purchase price paid for a dam***d chairYou have waited almost six months for the reimbursement without success
The desired resolution listed in your complaint is to receive a full refund as you were promised
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated April 27, with N.E.Wfor a dam***d chair originally purchased at ***A reimbursement of the purchase price paid for the chair was approved April 29, after pictures of the dam***d product were reviewed. Two gift card reimbursements were issued between May 2, and June 11, due to the first reimbursement not being receivedOn August 3, you informed N.E.Wthat you had still not received the gift card reimbursement and that your address had changedA stop payment on the last gift card was initiated and confirmed before a check reimbursement was issued
A clerical error on our end also delayed the check being issued in the expected time frame, however we do show a check for the full purchase price amount was issued to you and delivered to the address listed above on October 16,
I attempted to contact you to discuss your complaint and confirm you received the checkI was unable to speak with you, but left voicemail mess***s with my name and phone number and a request to call me if you had notAs of the writing of this letter I have not heard from 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 P***
Compliance Coordinator
kp***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I have spoken with Ms.R*** and she has issued me reimbursement for the computerAlong with the unnecessary software I had to purchaseShe is allowing me to use the old computer until I can find a suitable replacementI let her know on 12/31/ that I would start looking next week.I'm very satisfied that my complaint has been taken care in a timely mannerMsR*** was wonderful. Thank you for your time
Regards,
*** ***
December 11,
*** ***
*** *** *** ***
Richmond, VA ***
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 purchased a pair of *** *** headphones at *** with an extended warrantyYou contacted Asurion November 17, to submit a claim because they were broken at the hinge causing the sound not to work on the same sideYou were advised physical damage is not coveredYour response was that you feel the damage was caused due to wear and tear which is covered
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the headphones or a replacement
A review of your service history for the replacement plan you purchased has been completedThe research revealed there were no notes in our service history reflecting a request to repair your headphones
I attempted to reach you at both phone numbers we have available for youI was unable to speak with you but left voicemail messages at each number requesting that you call me at your convenience to discuss your concernsI would like an opportunity to assist you, and try to provide a resolution that will be acceptable to all partiesPlease call my direct number at ###-###-#### or contact me via e-mail at ***@asurion.com if that is easier for youI look forward to hearing from 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 P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I haven't got my reimburse yet
Regards,
*** ***
[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:From: *** *** ***Date: Thu, Apr 9, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: ***I have read there response, Why no replacement? Why no refund of the warranty? It appears my only resource at this point is small claims court*** *** ***
Regards,
*** ***