May 7,
*** ***
*** ** *** ***
Portland, OR ***
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
purchased an insurance plan for a pair of glassesYou were informed accidental
damage was covered by the Plan. After
the glasses broke, you returned them to N.E.Wusing a prepaid *** shipping
label provided to youYou were advised as soon as *** scanned the label into
their system a reimbursement via e-gift card would be sent to your e-mail
addressThat never happened. After
N.E.Wreceived the damaged glasses you made repeated contact attempts via
phone and e-mail to determine the status of the reimbursementYou received no
information from customer service representatives or replies to your e-mails
The damaged glasses were sent on April 12, As of April 28, you were
still seeking a resolution
The desired resolution listed in
your complaint is for the claim to be honored and for someone to reply to your
repeated requests for information
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
12, to submit a claim for your damaged glassesA prepaid return shipping
label was sent to your e-mail address which you used to send the glasses to our
depot centerThe glasses arrived April 20, 2015. April and 22, you called to check on
the status of the claim. On April 23,
notes were added to your claim that the package received was emptyThe
same day N.E.Wleft a voicemail
request for you to call backNotes were added that you were to be informed the
package received was empty and that you would need to send an e-mail to [email protected] for
assistance. You did attempt to send
several e-mails, however after not receiving a reply we learned Asurion was
misspelled in your attempts. On April
28, you were informed we did receive an e-mail from you and that your
claim was still “under review”.
I spoke with you April 29,
2015. I asked if you had been informed
the package received was marked as empty.
You replied that our conversation was the first you had learned of that
You were adamant that you did include the glasses in the packageYou even
noted the *** website indicated the package weighed pounds. I apologized for a less than satisfactory
experienceI informed you I would submit a reimbursement request for the full
purchase price amount of $plus sales tax.
The reimbursement has been approved and will be sent to the address at
the top of this letter via next business day delivery once issued
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
April 24,
*** ***
*** *** ***
Dickinson, 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 purchased
an air mattress from *** with an extended warranty on November 26,
When the mattress developed a hole in the seam from wear and tear you
submitted a claim for replacementThe customer service representative informed
you only the air pump motor was covered and the claim was denied
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
item via gift card
A review of your service history
for the replacement plan you purchased has been completedThe research
confirmed you contacted N.E.Won
April 15, to submit a claim for an air mattress that failedThe claim was
denied on the initial phone callA review of the terms and conditions for the
Replacement Plan you purchased yielded no information that specifically states
only the air pump and associated motor are the covered items. Further research revealed that we completed a
previous claim in November for a different air mattressThe only problem
reported for that claim was also that the air mattress no longer stayed
inflated.
We spoke together Wednesday April
22, 2015. You shared additional details
about the phone call you had with our customer service representativeI
apologized for a less than satisfactory customer experienceI offered to
submit a request to provide you a reimbursement of the purchase price paid for
the product which you accepted. The
reimbursement has been approvedAn e-gift card will be forwarded to your
e-mail addressIf you have not received the reimbursement upon receipt of this
letter please contact me at ###-###-#### or by email at ***@asurion.com
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
December 19,
*** ***
*** *** ***
Kalamazoo, MI ***
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
The service center N.E.Wassigned to repair your television kept it for weeks only to return it unrepaired with a note that there was “no trouble found”. You submitted the claim due to the television picture being distorted with lines running verticallyYou indicate at times it is more noticeable than othersYou believe it was a lie when you were advised the service center had been testing the TV and was unable to replicate the problem you were experiencingYou believe it is our intent to have you quit the claim process in frustration so we do not have to perform repairs covered under our Plan
Upon receiving your television unrepaired, you took it to a local service center that immediately diagnosed the problem and was able to fix it
The desired resolution listed in your complaint is for N.E.Wto reimburse you for the expenses you incurred
A review of your service history for the replacement plan you purchased has been completedThe research revealed the service center assigned to repair your television received it on November 7, On November 18, a request was submitted to the service center to provide a status update on the repairThey replied that they were still performing tests and estimated another 7-business days would be requiredNovember 24, the service center determined they were unable to replicate the problem suggesting it may be due to the signal source (cable box or satellite receiver), or the cables connecting the television to the signal sourceYou inquired about the possibility of a local repair center providing service to your televisionYou were advised an estimate would need to be submitted and approved before service could begin
We spoke together by phone and you agreed to send photographs of the television which did confirm the problem you are experiencingWe agreed to locate a repair center in your area that would be able to perform an in-home service repairThe service center will contact you directly to schedule the appointmentWe will cover the repair costs if they are less than the purchase price of the televisionIf the technician determines the cost of the repair exceeds the purchase price of the television, we will provide a reimbursement of the purchase price paid for the television including sales tax
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
January
26,
*** ***
*** *** *** ***
*** *
Charlotte,
NC
Complaint
ID#***
Dear Ms***,
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:
“They act as if they're going to fix my daughter's
*** (insured), but will not actBeen waiting for weeks already with
multiple phone callsI purchased a 2-year warranty with my daughter's ***
from ***Asurion (the insurer) was contacted Dec3, and said they
would send me pre-paid postage in an Email, which never cameI called a few
days later and was told they'd send the actual packaging in the mailNothing
cameI called again and they said they'd send an email with the postage
Nothing cameI called and they said they'd re-send the packagingNothing has
comeBasically, they act like they are handling the complaint when I call or
Email them, but they are doing nothing about itMy warranty guarantees that it
will be fixed in a timely manner, and no one is responding to fix it.”
The desired resolution listed in your
complaint is:
“FIX THE PRODUCT THAT I PAID TO HAVE INSURED IN A
TIMELY FASHION! MY DAUGHTER NEEDS THIS FOR SCHOOL!!!”
A review of your service history for the
service plan you purchased has been completedThe research revealed an
incorrect product being registered in December We couldn’t verify if you
provided us with the wrong product information or if the agent you spoke with
selected the wrong product to registerWhen this was revealed a new service
request was opened for youA Program Specialist named Reece spoke with you on
December 9thA gift card was provided to you for the purchase price
you paid for your *** due to the delay in having it serviced under the service
plan you purchased for itReece notified me that you were happy with the
resolution she provided
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 | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
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 While there may have been some initial disconnect but I must appreciate the promptness and the sincerity of the N.E.W executive (Ken P***) assigned to this case to understand and address the customer problemAt each stage of this complaint N.E.Was a company worked towards resolution of the customer problem in a professional manner .Thanks & Regards, *** ***
October
21,
*** ***
*** *** ***
*** ** ***
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:
You purchased a laptop at ***.com in
along with coverage for anything happening to itIn September you
called Asurion and filed a claim and sent your laptop in for repairRepair of
your laptop was denied due to a biohazard and the laptop was returned to you
You feel like Asurion failed to do the right thing and repair your laptop.
The
desired resolution listed in your complaint is to receive a refund or have your
laptop repaired under the plan
A
review of your service history for the service plan you purchased has been
completedThe research revealed a call from you to N.E.Won September 29th to initiate a claim for your
laptopYour laptop was received by N.E.W
on October 6th under *** tracking # ***The following day, October 7th your
laptop was returned to you, delivered under *** tracking # ***
You called on October 8th and a return call was made to you on
October 8th but the line was not accepting calls so an email was
sent to you to advise you upon internal inspection your laptop was found to
have an insect infestation of roachesIn the email you were advised insect
infestation is not covered
under
the service plan you purchased for your laptop
After receiving a complaint you posted to our
*** page a representative at N.E.W
named Leslie and a Resolution Specialist named Leigh Ann each called you and
left a message for a return call to discuss your concernsAfter Compliance
received the complaint you filed with the Revdex.com we spoke on
October 20th and I advised N.E.W
could reimburse you the cost of the service plan you purchased for your
laptop due to the plan not meeting your needs for a repairThis was acceptable
to you
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 | cynthia.r***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
From: *** Date: Wed, Mar 4, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" Dear Revdex.com:This email is regarding complaint
#***I would like to inform you that I have received my reimbursement check from Asurion on 3/3/
November 25,
*** ***
** *** ***
*** ** ***
Case # ***
*** ***
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Middle Tennessee, 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
*** product service team failed to honor your warranty provided by AsurionThe issue has been unresolved since September 2, Asurion has not repaired or provided a refund of the purchase price paid for your product which is covered by an extended service planYou have been advised twice the reimbursement was issued, but you have yet to receive itYou believe Asurion is committed to not honoring the warranties paid for by consumers, and that our service warranties are a hoax
You are annoyed that you must pay a $fee to process a complaint against Asurion with the Revdex.com
The desired resolution listed in your complaint is a full reimbursement of the purchase price paid for your product and to register a complaint against Asurion
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted Asurion September 2, to submit a claim for a set of headphones that were damagedYou were provided with a prepaid shipping label so you could send the headphones to an approved service center for repairThe service center received the headphones September 17, A technician attempted to repair the headphones, but determined on October 14, they could not be repaired due to parts unavailabilityA reimbursement of the purchase price paid for the headphones was approved October 16, and invoiced the following dayThe reimbursement check was sent to the same address you provided the Revdex.com at the top of this letterOn November 10, you notified Asurion that you had not received the checkWe confirmed the check had not been cashed and issued a second check November 13, The check was sent to the same address as the first one via FedEx delivery with the tracking # ***. This tracking number confirms the envelope was delivered to your address Friday morning November 14, I attempted to contact you November 19, immediately upon receiving your complaintI was not able to reach you but left a voicemail message requesting a call back at your convenienceOur most recent system notes indicate the last check issued has been reconciled
We at N.E.Wregret your experience was less than satisfactoryWe will address with the service center assigned to repair your headphones that it should not have taken almost a month to notify us they could not be repairedOnce we knew this we issued a reimbursement of the purchase price paidWe did not know you had not received the expected reimbursement until you notified us, as our checks can be cashed up to ninety days after being issued.
Regarding having to pay a $fee to submit a complaint against Asurion, we have no knowledge of such a requirement and respectfully request you share your concerns directly with the Revdex.com
Your complaint has been recorded and the reimbursement issued, so we believe your desired resolution has been metI 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 It was a pleasure to work with Ken P*** and agree to an amicable resolution to my problem He went the extra mile to satisfy me as a customer and for this I am grateful He actions alone changed my entire view on the Asurion brand
Regards,
*** ***
April 9,
*** ***
*** *** *** ***
Deep Run, NC ***
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
were expecting a reimbursement check on February 13, that was being
provided to you to fulfill a claim submitted for a damaged tabletPhone calls
to our customer service supervisors on February 27, March 13, and March 27,
did not resolved the issueThe first supervisor advised the reimbursement
check had been issued and cashedYour husband informed the supervisor no check
had been receivedYour husband was then advised a copy of the cashed check
would be forwarded to your e-mail within 7- business daysNo e-mail was
receivedThe other two supervisors both told your husband the reimbursement
check had not been cashed and that they would submit a stop payment request and
have another check issuedThe last supervisor stated once the check was
reissued, it would be sent to you via ***
The desired resolution listed in
your complaint is to receive the check on or before Saturday April 4,
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed a claim was initiated with N.E.W
December 22, for your tablet that was reported to be damagedA prepaid
return shipping label was provided for you to send the tablet to our depot
centerThe tracking number for the return shipping label confirms the tablet
was received on January 21, A reimbursement check for the full purchase
price was issued the same day and was to be sent to the address at the top of
this letterOn February 27, we were informed you had not received the
reimbursement check. A representative
advised you the check had been reconciledThis information was not correct
The representative confused the current claim for a previous claim completed in
February of 2014. The prior claim was
also for a tablet with the same purchase price amount as the current claimOn
March 13, a stop payment request was submittedIt was not until Friday
March 27, that another reimbursement check was issuedUnfortunately, the
check was issued too late in the day to be picked up by ***The check left
our office Monday March 30, The *** tracking number assigned to the
envelope with your check confirms it was delivered the next day, Tuesday March
31,
We sincerely regret your
experience with our company was less than satisfactoryWe are attempting to
ascertain what happened to the first reimbursement check issued to you, as well
as why two weeks passed after the stop check request was submitted before a
second check was issuedWe will utilize this information to prevent the same
events from reoccurring with other customers
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
[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 have not received my reimbursement, when I receive that I will close my complaint
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:
The merchant has failed to pay for the sales tax on the TV despite the warranty agreement stating sales tax would be paid upon a complete lossThe merchant has failed to provide a copy of the terms of the warranty agreement which indicate sales tax would not be paid
Regards,
*** ***
January 6, 2015Dear *** ***,On behalf of N.EW., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with
N.E.Wdid not meet your expectations.N.EWCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.Wstrives to provide world class customer serviceEach call or letter that comes into N.EWregarding concerns or issues relating to our service plan(s) is thoroughly investigated.According to your complaint filed with the Revdex.com you state the following:“Failure to honor agreementI bought a year coverage from *** to cover the purchase of my *** through Asurion years agoThis past November just before my coverage expired I dropped my backpack with my books in it and it smashed and bent the *** after it fell it rolled into a pool possibly causing extra damage I am not sure though as I was not able to turn it onWhen I bought the insurance for the *** I was told it would cover all losses with the *** other than grand theftSo I sent in the ***A few weeks later I was sent back the *** in the exact same condition I had sent it in, with a note from Asurion stating that my product had been fixedI then proceeded to call Asurion and they rep I talked to told me she would email me a new slip to send the *** back in and would have a supervisor call me within hoursI did not ever receive a phone call from AsurionA few days later I called saurian again, the rep I spoke to transferred me to a senior supervisor employee number ***I talked with Cath and they then told me that it the *** was not going to be fixed because it was too much excessive damageEven though I had explained to her that I was assured when buying the insurance that it covered everything short of grand larcenyShe continued to tell me the same thingLater she asked me if she had been able to answer all my questionsI stated no you haven't been able to answer any of my questionsShe then said thank you have a nice rest of your day and hung up on me.” -The desired resolution listed in your complaint is to receive a refund for your laptop and service plan you purchased for itOr to have the laptop replaced under the plan.A review of your service history for the service plan you purchased has been completedThe research revealed the claim for your laptop being denied due to your laptop being severely bent and it being that bent considered intentional damage to the laptop.We spoke on Friday, January 2nd and I apologized for any inconvenience and advised you a decision was made to reimburse you for your laptop under the Accidental Damage from Handling (ADH) coverage your service plan providesA reimbursement check should be received by close of business Friday, January 9thWhen asked you had no unanswered questions or additional concerns.I hope this response provides you with the necessary information to close out this complaint filed against N.EWIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***.Regards,Cynthia RSrCompliance Coordinator
May 13,
*** ***
*** *** ***
Genoa, IL ***
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, approximately
three years ago you purchased a 55” television from *** along with an
extended protection plan administered by N.E.W.
On April 2, the television stopped workingA service provider was
assigned to provide an in-home appointment to service your television. The service provider later contacted you to
state they would not complete the appointment as your home was outside of their
service areaA second service provider was assigned and an appointment was
made for April 13, between 5:PM and 8:PM. You made two phone calls during the scheduled
appointment time to confirm the appointment would be kept which you were
advised it would be. After the 8:PM
deadline passed with no one showing, you called again and were transferred to
the service providerThey informed you they did not have an appointment
scheduled with youDuring the phone call a technician attempted to diagnose
the issue and stated he would order parts need to complete the repairAs no
one had looked at your television at this point this was a concernYou were
advised your concerns would be forwarded to upper management and that someone
would contact youAs of May 4, you feel N.E.Whas shown no interest in
providing service for you and the time frame you were given is unacceptable
The desired resolution listed in
your complaint is to receive a credit towards the purchase of a replacement
television
A review of your service history
for the service plan (“Plan”) you purchased has been completedThe research revealed
you first you contacted N.E.WApril
3, to report an issue with your televisionThe registration of your Plan
had not been completed at that time, but was done so April 8, once we had
the serial number for your television. A
service provider was located with an appointment scheduled for April 9,
between 5:and 8:PM. Later, on
April you called back to request a different service providerOur notes
reflect the first service provider, while it appeared that they did perform
evening appointments when we scheduled the appointment, does not perform
appointments after 5:PM. A second
service provider was located that confirmed they did provide appointments after
5:PM. An appointment was scheduled
for April 13, between 5:and 8:PM.
Our notes reflect you called April 14, to inform us the service
provider did not keep the scheduled appointment but spoke with you over the
phone and ordered parts they believed were necessary to repair your television
On April 23, the service center advised N.E.Wthat they did not receive one of the needed parts, further
delaying the repairA request to provide you a reimbursement of the television
was submitted April 29, however it was denied as the service provider stated
they now had the necessary parts and scheduled an in-home appointment for May
4, On May you contacted N.E.Wafter 5:PM to state no one
showed for the latest scheduled appointmentAt this point a request to provide
you with a reimbursement of the purchase price paid for the television was
approvedOur records reflect an e-gift card for the purchase price was
invoiced May 6, and will be forwarded to your e-mail address that we have
on fileIf you have not received the reimbursement upon receiving this letter
please contact me directly at ###-###-#### or by e-mail at ***@asurion.com
We appreciate your business and
want you to know the service you received is not typical of the service we
strive to provide on a daily basisWe will follow up with the service centers
assigned to your claim in an effort to prevent similar experiences for
occurring with other customers in the future
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
[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:Wow really, *** tablets plus plans were purchased on may 16th. I guess Y'all can't do your jobs either
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: they want me too trust them after what they did with theemachineno way iam going to send this to get repair I do not care what ken said I do not truest them the emachine desttop was not fix right the inc *** was not fix right I dont think so that was on the walmart care plans but company take care of repair I am not going tgo send my computer in and they do not fix it right no way I want them to give me a email gift card like the did with the inc rca
Regards,
*** * ***
October 28, 2014Dear *** ***,*** ***'s reimbursement check was delivered on October 24, under *** tracking #*** according to their website. It was delivered to *** *** *** *** ** ***Please contact me directly with any questions.Regards,
Cynthia R***
SrCompliance Coordinator | cynthia.r***@asurion.com
P ###-###-#### | F ###-###-#### | www.asurion.com
January 8,
*** ***
*** *** *** *** ***
Fort Lauderdale, FL ***
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
Your complaint filed with the Revdex.com is
summarized below
You purchased a kitchen range from *** *** *** with an extended
service plan administered by N.E.W/ Asurion.
Just beyond one year after purchasing the range it stopped working
entirelyYou spent one week attempting to schedule a service appointmentYou
confirmed the appointment eight times and took time off from work to meet the
technicianOn the scheduled day of the repair you called and were advised
there never was an appointment scheduled, and that parts necessary for the
repair were on orderNo one was able to explain what parts were needed as no
one ever attempted to trouble shoot the problem or inspect the unitYou
mentioned to a representative that you were going to file a complaint and he
responded by directing profanity towards you
The desired resolution listed in
your complaint was to have the stove repaired in a timely manner
A review of your service history for the Plan you purchased
has been completed and nothing was located for a purchase from *** *** ***I
spoke with you in an effort to obtain additional information regarding your experience
You advised the service repair had taken place and currently the stove is
working properlyIn an effort to locate the service request information I
asked you if perhaps the stove in need of repair may have been registered with
a different phone numberYou indicated it might have beenOur phone
connection was poor and I was unable to clearly hear the number you provided
After asking you several times to repeat yourself, I believe the phone number you specified was
***, however that number failed to yield any additional information
You mentioned your experience was so poor that you would not purchase any
product or service provided by Asurion in the futureWe ended our conversation
amicably. I asked you to please contact
me directly if the stove had additional problems
We regret your experience was
less than satisfactory and certainly regret losing you as a customerI 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
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
May 7,
*** ***
*** ** *** ***
Portland, OR ***
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
purchased an insurance plan for a pair of glassesYou were informed accidental
damage was covered by the Plan. After
the glasses broke, you returned them to N.E.Wusing a prepaid *** shipping
label provided to youYou were advised as soon as *** scanned the label into
their system a reimbursement via e-gift card would be sent to your e-mail
addressThat never happened. After
N.E.Wreceived the damaged glasses you made repeated contact attempts via
phone and e-mail to determine the status of the reimbursementYou received no
information from customer service representatives or replies to your e-mails
The damaged glasses were sent on April 12, As of April 28, you were
still seeking a resolution
The desired resolution listed in
your complaint is for the claim to be honored and for someone to reply to your
repeated requests for information
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
12, to submit a claim for your damaged glassesA prepaid return shipping
label was sent to your e-mail address which you used to send the glasses to our
depot centerThe glasses arrived April 20, 2015. April and 22, you called to check on
the status of the claim. On April 23,
notes were added to your claim that the package received was emptyThe
same day N.E.Wleft a voicemail
request for you to call backNotes were added that you were to be informed the
package received was empty and that you would need to send an e-mail to [email protected] for
assistance. You did attempt to send
several e-mails, however after not receiving a reply we learned Asurion was
misspelled in your attempts. On April
28, you were informed we did receive an e-mail from you and that your
claim was still “under review”.
I spoke with you April 29,
2015. I asked if you had been informed
the package received was marked as empty.
You replied that our conversation was the first you had learned of that
You were adamant that you did include the glasses in the packageYou even
noted the *** website indicated the package weighed pounds. I apologized for a less than satisfactory
experienceI informed you I would submit a reimbursement request for the full
purchase price amount of $plus sales tax.
The reimbursement has been approved and will be sent to the address at
the top of this letter via next business day delivery once issued
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
April 24,
*** ***
*** *** ***
Dickinson, 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 purchased
an air mattress from *** with an extended warranty on November 26,
When the mattress developed a hole in the seam from wear and tear you
submitted a claim for replacementThe customer service representative informed
you only the air pump motor was covered and the claim was denied
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
item via gift card
A review of your service history
for the replacement plan you purchased has been completedThe research
confirmed you contacted N.E.Won
April 15, to submit a claim for an air mattress that failedThe claim was
denied on the initial phone callA review of the terms and conditions for the
Replacement Plan you purchased yielded no information that specifically states
only the air pump and associated motor are the covered items. Further research revealed that we completed a
previous claim in November for a different air mattressThe only problem
reported for that claim was also that the air mattress no longer stayed
inflated.
We spoke together Wednesday April
22, 2015. You shared additional details
about the phone call you had with our customer service representativeI
apologized for a less than satisfactory customer experienceI offered to
submit a request to provide you a reimbursement of the purchase price paid for
the product which you accepted. The
reimbursement has been approvedAn e-gift card will be forwarded to your
e-mail addressIf you have not received the reimbursement upon receipt of this
letter please contact me at ###-###-#### or by email at ***@asurion.com
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
December 19,
*** ***
*** *** ***
Kalamazoo, MI ***
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
The service center N.E.Wassigned to repair your television kept it for weeks only to return it unrepaired with a note that there was “no trouble found”. You submitted the claim due to the television picture being distorted with lines running verticallyYou indicate at times it is more noticeable than othersYou believe it was a lie when you were advised the service center had been testing the TV and was unable to replicate the problem you were experiencingYou believe it is our intent to have you quit the claim process in frustration so we do not have to perform repairs covered under our Plan
Upon receiving your television unrepaired, you took it to a local service center that immediately diagnosed the problem and was able to fix it
The desired resolution listed in your complaint is for N.E.Wto reimburse you for the expenses you incurred
A review of your service history for the replacement plan you purchased has been completedThe research revealed the service center assigned to repair your television received it on November 7, On November 18, a request was submitted to the service center to provide a status update on the repairThey replied that they were still performing tests and estimated another 7-business days would be requiredNovember 24, the service center determined they were unable to replicate the problem suggesting it may be due to the signal source (cable box or satellite receiver), or the cables connecting the television to the signal sourceYou inquired about the possibility of a local repair center providing service to your televisionYou were advised an estimate would need to be submitted and approved before service could begin
We spoke together by phone and you agreed to send photographs of the television which did confirm the problem you are experiencingWe agreed to locate a repair center in your area that would be able to perform an in-home service repairThe service center will contact you directly to schedule the appointmentWe will cover the repair costs if they are less than the purchase price of the televisionIf the technician determines the cost of the repair exceeds the purchase price of the television, we will provide a reimbursement of the purchase price paid for the television including sales tax
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
January
26,
*** ***
*** *** *** ***
*** *
Charlotte,
NC
Complaint
ID#***
Dear Ms***,
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:
“They act as if they're going to fix my daughter's
*** (insured), but will not actBeen waiting for weeks already with
multiple phone callsI purchased a 2-year warranty with my daughter's ***
from ***Asurion (the insurer) was contacted Dec3, and said they
would send me pre-paid postage in an Email, which never cameI called a few
days later and was told they'd send the actual packaging in the mailNothing
cameI called again and they said they'd send an email with the postage
Nothing cameI called and they said they'd re-send the packagingNothing has
comeBasically, they act like they are handling the complaint when I call or
Email them, but they are doing nothing about itMy warranty guarantees that it
will be fixed in a timely manner, and no one is responding to fix it.”
The desired resolution listed in your
complaint is:
“FIX THE PRODUCT THAT I PAID TO HAVE INSURED IN A
TIMELY FASHION! MY DAUGHTER NEEDS THIS FOR SCHOOL!!!”
A review of your service history for the
service plan you purchased has been completedThe research revealed an
incorrect product being registered in December We couldn’t verify if you
provided us with the wrong product information or if the agent you spoke with
selected the wrong product to registerWhen this was revealed a new service
request was opened for youA Program Specialist named Reece spoke with you on
December 9thA gift card was provided to you for the purchase price
you paid for your *** due to the delay in having it serviced under the service
plan you purchased for itReece notified me that you were happy with the
resolution she provided
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 | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
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 While there may have been some initial disconnect but I must appreciate the promptness and the sincerity of the N.E.W executive (Ken P***) assigned to this case to understand and address the customer problemAt each stage of this complaint N.E.Was a company worked towards resolution of the customer problem in a professional manner .Thanks & Regards, *** ***
October
21,
*** ***
*** *** ***
*** ** ***
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:
You purchased a laptop at ***.com in
along with coverage for anything happening to itIn September you
called Asurion and filed a claim and sent your laptop in for repairRepair of
your laptop was denied due to a biohazard and the laptop was returned to you
You feel like Asurion failed to do the right thing and repair your laptop.
The
desired resolution listed in your complaint is to receive a refund or have your
laptop repaired under the plan
A
review of your service history for the service plan you purchased has been
completedThe research revealed a call from you to N.E.Won September 29th to initiate a claim for your
laptopYour laptop was received by N.E.W
on October 6th under *** tracking # ***The following day, October 7th your
laptop was returned to you, delivered under *** tracking # ***
You called on October 8th and a return call was made to you on
October 8th but the line was not accepting calls so an email was
sent to you to advise you upon internal inspection your laptop was found to
have an insect infestation of roachesIn the email you were advised insect
infestation is not covered
under
the service plan you purchased for your laptop
After receiving a complaint you posted to our
*** page a representative at N.E.W
named Leslie and a Resolution Specialist named Leigh Ann each called you and
left a message for a return call to discuss your concernsAfter Compliance
received the complaint you filed with the Revdex.com we spoke on
October 20th and I advised N.E.W
could reimburse you the cost of the service plan you purchased for your
laptop due to the plan not meeting your needs for a repairThis was acceptable
to you
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 | cynthia.r***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
From: *** Date: Wed, Mar 4, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" Dear Revdex.com:This email is regarding complaint
#***I would like to inform you that I have received my reimbursement check from Asurion on 3/3/
November 25,
*** ***
** *** ***
*** ** ***
Case # ***
*** ***
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Middle Tennessee, 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
*** product service team failed to honor your warranty provided by AsurionThe issue has been unresolved since September 2, Asurion has not repaired or provided a refund of the purchase price paid for your product which is covered by an extended service planYou have been advised twice the reimbursement was issued, but you have yet to receive itYou believe Asurion is committed to not honoring the warranties paid for by consumers, and that our service warranties are a hoax
You are annoyed that you must pay a $fee to process a complaint against Asurion with the Revdex.com
The desired resolution listed in your complaint is a full reimbursement of the purchase price paid for your product and to register a complaint against Asurion
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted Asurion September 2, to submit a claim for a set of headphones that were damagedYou were provided with a prepaid shipping label so you could send the headphones to an approved service center for repairThe service center received the headphones September 17, A technician attempted to repair the headphones, but determined on October 14, they could not be repaired due to parts unavailabilityA reimbursement of the purchase price paid for the headphones was approved October 16, and invoiced the following dayThe reimbursement check was sent to the same address you provided the Revdex.com at the top of this letterOn November 10, you notified Asurion that you had not received the checkWe confirmed the check had not been cashed and issued a second check November 13, The check was sent to the same address as the first one via FedEx delivery with the tracking # ***. This tracking number confirms the envelope was delivered to your address Friday morning November 14, I attempted to contact you November 19, immediately upon receiving your complaintI was not able to reach you but left a voicemail message requesting a call back at your convenienceOur most recent system notes indicate the last check issued has been reconciled
We at N.E.Wregret your experience was less than satisfactoryWe will address with the service center assigned to repair your headphones that it should not have taken almost a month to notify us they could not be repairedOnce we knew this we issued a reimbursement of the purchase price paidWe did not know you had not received the expected reimbursement until you notified us, as our checks can be cashed up to ninety days after being issued.
Regarding having to pay a $fee to submit a complaint against Asurion, we have no knowledge of such a requirement and respectfully request you share your concerns directly with the Revdex.com
Your complaint has been recorded and the reimbursement issued, so we believe your desired resolution has been metI 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 It was a pleasure to work with Ken P*** and agree to an amicable resolution to my problem He went the extra mile to satisfy me as a customer and for this I am grateful He actions alone changed my entire view on the Asurion brand
Regards,
*** ***
April 9,
*** ***
*** *** *** ***
Deep Run, NC ***
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
were expecting a reimbursement check on February 13, that was being
provided to you to fulfill a claim submitted for a damaged tabletPhone calls
to our customer service supervisors on February 27, March 13, and March 27,
did not resolved the issueThe first supervisor advised the reimbursement
check had been issued and cashedYour husband informed the supervisor no check
had been receivedYour husband was then advised a copy of the cashed check
would be forwarded to your e-mail within 7- business daysNo e-mail was
receivedThe other two supervisors both told your husband the reimbursement
check had not been cashed and that they would submit a stop payment request and
have another check issuedThe last supervisor stated once the check was
reissued, it would be sent to you via ***
The desired resolution listed in
your complaint is to receive the check on or before Saturday April 4,
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed a claim was initiated with N.E.W
December 22, for your tablet that was reported to be damagedA prepaid
return shipping label was provided for you to send the tablet to our depot
centerThe tracking number for the return shipping label confirms the tablet
was received on January 21, A reimbursement check for the full purchase
price was issued the same day and was to be sent to the address at the top of
this letterOn February 27, we were informed you had not received the
reimbursement check. A representative
advised you the check had been reconciledThis information was not correct
The representative confused the current claim for a previous claim completed in
February of 2014. The prior claim was
also for a tablet with the same purchase price amount as the current claimOn
March 13, a stop payment request was submittedIt was not until Friday
March 27, that another reimbursement check was issuedUnfortunately, the
check was issued too late in the day to be picked up by ***The check left
our office Monday March 30, The *** tracking number assigned to the
envelope with your check confirms it was delivered the next day, Tuesday March
31,
We sincerely regret your
experience with our company was less than satisfactoryWe are attempting to
ascertain what happened to the first reimbursement check issued to you, as well
as why two weeks passed after the stop check request was submitted before a
second check was issuedWe will utilize this information to prevent the same
events from reoccurring with other customers
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
[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 have not received my reimbursement, when I receive that I will close my complaint
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:
The merchant has failed to pay for the sales tax on the TV despite the warranty agreement stating sales tax would be paid upon a complete lossThe merchant has failed to provide a copy of the terms of the warranty agreement which indicate sales tax would not be paid
Regards,
*** ***
January 6, 2015Dear *** ***,On behalf of N.EW., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with
N.E.Wdid not meet your expectations.N.EWCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.Wstrives to provide world class customer serviceEach call or letter that comes into N.EWregarding concerns or issues relating to our service plan(s) is thoroughly investigated.According to your complaint filed with the Revdex.com you state the following:“Failure to honor agreementI bought a year coverage from *** to cover the purchase of my *** through Asurion years agoThis past November just before my coverage expired I dropped my backpack with my books in it and it smashed and bent the *** after it fell it rolled into a pool possibly causing extra damage I am not sure though as I was not able to turn it onWhen I bought the insurance for the *** I was told it would cover all losses with the *** other than grand theftSo I sent in the ***A few weeks later I was sent back the *** in the exact same condition I had sent it in, with a note from Asurion stating that my product had been fixedI then proceeded to call Asurion and they rep I talked to told me she would email me a new slip to send the *** back in and would have a supervisor call me within hoursI did not ever receive a phone call from AsurionA few days later I called saurian again, the rep I spoke to transferred me to a senior supervisor employee number ***I talked with Cath and they then told me that it the *** was not going to be fixed because it was too much excessive damageEven though I had explained to her that I was assured when buying the insurance that it covered everything short of grand larcenyShe continued to tell me the same thingLater she asked me if she had been able to answer all my questionsI stated no you haven't been able to answer any of my questionsShe then said thank you have a nice rest of your day and hung up on me.” -The desired resolution listed in your complaint is to receive a refund for your laptop and service plan you purchased for itOr to have the laptop replaced under the plan.A review of your service history for the service plan you purchased has been completedThe research revealed the claim for your laptop being denied due to your laptop being severely bent and it being that bent considered intentional damage to the laptop.We spoke on Friday, January 2nd and I apologized for any inconvenience and advised you a decision was made to reimburse you for your laptop under the Accidental Damage from Handling (ADH) coverage your service plan providesA reimbursement check should be received by close of business Friday, January 9thWhen asked you had no unanswered questions or additional concerns.I hope this response provides you with the necessary information to close out this complaint filed against N.EWIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***.Regards,Cynthia RSrCompliance Coordinator
May 13,
*** ***
*** *** ***
Genoa, IL ***
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, approximately
three years ago you purchased a 55” television from *** along with an
extended protection plan administered by N.E.W.
On April 2, the television stopped workingA service provider was
assigned to provide an in-home appointment to service your television. The service provider later contacted you to
state they would not complete the appointment as your home was outside of their
service areaA second service provider was assigned and an appointment was
made for April 13, between 5:PM and 8:PM. You made two phone calls during the scheduled
appointment time to confirm the appointment would be kept which you were
advised it would be. After the 8:PM
deadline passed with no one showing, you called again and were transferred to
the service providerThey informed you they did not have an appointment
scheduled with youDuring the phone call a technician attempted to diagnose
the issue and stated he would order parts need to complete the repairAs no
one had looked at your television at this point this was a concernYou were
advised your concerns would be forwarded to upper management and that someone
would contact youAs of May 4, you feel N.E.Whas shown no interest in
providing service for you and the time frame you were given is unacceptable
The desired resolution listed in
your complaint is to receive a credit towards the purchase of a replacement
television
A review of your service history
for the service plan (“Plan”) you purchased has been completedThe research revealed
you first you contacted N.E.WApril
3, to report an issue with your televisionThe registration of your Plan
had not been completed at that time, but was done so April 8, once we had
the serial number for your television. A
service provider was located with an appointment scheduled for April 9,
between 5:and 8:PM. Later, on
April you called back to request a different service providerOur notes
reflect the first service provider, while it appeared that they did perform
evening appointments when we scheduled the appointment, does not perform
appointments after 5:PM. A second
service provider was located that confirmed they did provide appointments after
5:PM. An appointment was scheduled
for April 13, between 5:and 8:PM.
Our notes reflect you called April 14, to inform us the service
provider did not keep the scheduled appointment but spoke with you over the
phone and ordered parts they believed were necessary to repair your television
On April 23, the service center advised N.E.Wthat they did not receive one of the needed parts, further
delaying the repairA request to provide you a reimbursement of the television
was submitted April 29, however it was denied as the service provider stated
they now had the necessary parts and scheduled an in-home appointment for May
4, On May you contacted N.E.Wafter 5:PM to state no one
showed for the latest scheduled appointmentAt this point a request to provide
you with a reimbursement of the purchase price paid for the television was
approvedOur records reflect an e-gift card for the purchase price was
invoiced May 6, and will be forwarded to your e-mail address that we have
on fileIf you have not received the reimbursement upon receiving this letter
please contact me directly at ###-###-#### or by e-mail at ***@asurion.com
We appreciate your business and
want you to know the service you received is not typical of the service we
strive to provide on a daily basisWe will follow up with the service centers
assigned to your claim in an effort to prevent similar experiences for
occurring with other customers in the future
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
[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:Wow really, *** tablets plus plans were purchased on may 16th. I guess Y'all can't do your jobs either
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: they want me too trust them after what they did with theemachineno way iam going to send this to get repair I do not care what ken said I do not truest them the emachine desttop was not fix right the inc *** was not fix right I dont think so that was on the walmart care plans but company take care of repair I am not going tgo send my computer in and they do not fix it right no way I want them to give me a email gift card like the did with the inc rca
Regards,
*** * ***
October 28, 2014Dear *** ***,*** ***'s reimbursement check was delivered on October 24, under *** tracking #*** according to their website. It was delivered to *** *** *** *** ** ***Please contact me directly with any questions.Regards,
Cynthia R***
SrCompliance Coordinator | cynthia.r***@asurion.com
P ###-###-#### | F ###-###-#### | www.asurion.com
January 8,
*** ***
*** *** *** *** ***
Fort Lauderdale, FL ***
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
Your complaint filed with the Revdex.com is
summarized below
You purchased a kitchen range from *** *** *** with an extended
service plan administered by N.E.W/ Asurion.
Just beyond one year after purchasing the range it stopped working
entirelyYou spent one week attempting to schedule a service appointmentYou
confirmed the appointment eight times and took time off from work to meet the
technicianOn the scheduled day of the repair you called and were advised
there never was an appointment scheduled, and that parts necessary for the
repair were on orderNo one was able to explain what parts were needed as no
one ever attempted to trouble shoot the problem or inspect the unitYou
mentioned to a representative that you were going to file a complaint and he
responded by directing profanity towards you
The desired resolution listed in
your complaint was to have the stove repaired in a timely manner
A review of your service history for the Plan you purchased
has been completed and nothing was located for a purchase from *** *** ***I
spoke with you in an effort to obtain additional information regarding your experience
You advised the service repair had taken place and currently the stove is
working properlyIn an effort to locate the service request information I
asked you if perhaps the stove in need of repair may have been registered with
a different phone numberYou indicated it might have beenOur phone
connection was poor and I was unable to clearly hear the number you provided
After asking you several times to repeat yourself, I believe the phone number you specified was
***, however that number failed to yield any additional information
You mentioned your experience was so poor that you would not purchase any
product or service provided by Asurion in the futureWe ended our conversation
amicably. I asked you to please contact
me directly if the stove had additional problems
We regret your experience was
less than satisfactory and certainly regret losing you as a customerI 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
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***