April 6,
*** ***
PO Box ***
Rock Ieeview, WV ***
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
sent a Dell laptop computer to an N.E.Wservice center for repair on February
7, You received an e-mail stating the repair had been completed and was
being returned to you via ***A tracking number for the return shipment was
provided to you in the same e-mailWhen checking the status of the return
shipment, the *** website indicates the tracking number has been processed and
would be ready for shipment on February 28, As of March 20, you
still had not received your repaired laptopYou spoke with four customer
service representatives and seven supervisors regarding the problemEach
advised you they would research the matter and call you backNo one ever
followed up or provided a return phone call to you
The desired resolution listed in
your complaint is to receive your repaired laptop or a *** gift card for
the full purchase price paid for the laptop
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed your laptop was repaired at our service center February 17, On
February 24, *** informed you they were unable to deliver to the address
providedYou contacted our customer service centerA representative updated
the address in the system to an address in Pineville, WV. The tracking number for the laptop to be
returned to you never provided any information other than it had been generated
and was ready. We were unable to verify
if the laptop left the service center and was returned due to an incorrect
addressThe service center was also unable to locate the laptop after the
repair was reported as complete. To
resolve the issue, a reimbursement in the form of an e-gift card was approved
March 25, for the full purchase price paid for the laptop including sales
tax. Our records show the gift card was
utilized on March 26, for almost the full amount
We regret your experience with
our company was less than satisfactory.
It certainly was not typical of the customer experience we strive to
provide each day. 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
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
December 30, 2014On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet
your expectations.N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.Wstrives to provide world class customer serviceEach call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated.Your complaint filed with the Revdex.com is summarized below.You purchased a washer and dryer from ** *** with an extended warrantyThere was an issue with the washer shaking which resulted in several service requestsThe first technician suggested floor pads as a possible remedyThe second stated nothing was wrongThe third technician advised your floor was the cause of the shaking and a fourth technician determined a missing pin was the causeYou feel if the first three technicians came to the same conclusion as the fourth you would not have needed to have your washer replaced with one that does not match the dryer.The desired resolution listed in your complaint is for N.E.Wto replace your dryer as well so you will have a matching set again.A review of your service history for the service plan you purchased has been completedThe research revealed you first contacted N.E.Wregarding your front load washing machine on September 21, The technician’s notes indicate the control panel was bad and that the washer was off balanceParts needed to repair the control panel were ordered and then installed October 6, The technician also made adjustments to balance the washer during the service visitN.E.Whad no further contact with you until months later when you called on January 2, A service technician was dispatched to your home on January 5, The technician added notes that there was no problem found with the washer, but that the floor was loose where the washer was located and that the floor tiles were slickThis may have contributed to the washer becoming off balance.The next contact N.E.Whad with you was April 22, The technician assigned to this service request visited your home April 29, The technician’s notes indicate he leveled the washer and that it tested okayThe fourth service request was submitted April 28, with notes that the washer vibrated during the spin cycle, and that the end of cycle beeper no longer workedIt was determined the beeper was turned “off” which was the reason for the end of cycle indicator not soundingThere were no notes from the technician regarding the washer vibratingThe fifth and final service request occurred December 10, 2014, one month after your service plan expiredThe technician determined that a pin that connects a strut to the tub was not attached causing damage to the base due to extended useAt this point a replacement washer was authorized for you.Each time your washer was serviced, a qualified technician was assigned to the repairOur position is that if the pin that that connected a strut to the tub was not connected during any of the prior repairs, the technicians would have noticed thatAs it was, each service request was completed and the washer tested as okayEven though your washer and dryer were purchased as a set, they are separate items and the service plans provided by N.E.Wwere purchased separately for eachThe dryer was not eligible to be replaced as there was never a reported issue.We at N.E.Wdo appreciate your business and value you as a customerWe respectfully deny your desired resolution request to replace your dryerI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***.Regards,Ken PCompliance Coordinator
June 24,
*** ***
** *** ***
Saratoga Springs, UT ***
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:
“Didn't fix my *** sent it back still
broken with more issues then it began withI sent in my son’s *** to be
replaced as he uses it for school, they had it for two weeks sent it back still
broken and now it has more issuesThe screen will spaz out and become
unusable! The screen in still broken and the digitizer was not replaced in my
opinion as it still does not work!! I'm frustrated! I contacted the company who
said they would need me to send it again to be repairedI told them I did that
and they didn't fix it so why do it again? They said they would look into
replacing it but decided that ultimately I would need to send it back if I wanted
it fixed that they would need to not fix it times before they would replace
or actually fix the ***How is this right? I pay for insurance send it my
*** and you may or may not fix it but won't replace it unless you decide three
times in a row not to fix it??? That is very poor business and I am not happy
about this situation and my son’s *** not being repaired!”
The
following is the desired resolution listed in your complaint:
“Send me a new *** and take this one or
give me my money back like a insurance company would!!! You had the
opportunity to fix it if you felt like you could and didn't.”
A
review of your service history for the service plan you purchased for your ***
has been completedThe research revealed a Resolution Specialist named Katrina
spoke with you on June 3rd and addressed your concerns regarding the
quality of the repair of your ***She advised you of the reimbursement for
price you paid for your *** being provided for customer satisfactionThe
timeframe to receive the reimbursement was explained and a follow up call was
made to you on June 22ndKatrina advised Compliance that you
received the reimbursement
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
April
3,
*** ***
*** *** ***
Midwest
City, OK ***
Complaint
ID#***
Dear
*** ***,
I
am writing in response to your rebuttal on March 27th, to N.E.W.’s original reply to your RevDex.com complaint
According
to your original complaint filed with the Revdex.com, your *** ***
game system repeatedly failed to read a new game discThe game system was sent
in to be repaired twice and returned to you along with documentation that N.E.Wcould not duplicate “disc read
error”You requested a replacement of your game system
Unfortunately,
our service records revealed no trouble was found with your game system and it
was not eligible to be replaced under the replacement plan you purchased for
it
Upon
receipt of the rejection you filed to our original response to your complaint I
called the contact number listed in your complaint and left a voicemail message
asking you to contact me directly if you wanted to send your game system back
in for additional diagnostic testing.
If we would like to send your
game system back in, please do not hesitate to contact me directly at
***
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because this letter states that I called once. I have called numerous times and even spoke to management concerning the LACK of support. All the failed attempts were due to my numerous calls and frustration with this company. Please do not blame the system when right after the Revdex.com report was sent I IMMEDIATELY recieved a shipping label. Own up to your lack of customer service and failure to try and fix the issue until you were reported
Regards,
*** ***
May 7,
*** ***
*** *** *** *** ***
Warwick, RI ***
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 a *** fan from The *** *** with a two year protection planWhen
you submitted a claim for the fan, you were informed you would need to forward
the item to N.E.Wbefore a reimbursement would be issuedThe website states “put
in a claim and in hours you will get a *** *** gift card.” It does not state
you have to send the item backYou are home bound and unable to send the item
to N.E.W
The desired resolution listed in
your complaint is to receive a refund of the purchase price including sales tax
you paid for the fan
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
27, to submit a claim for your fanA prepaid return shipping label has
been provided to you so that you may forward the product to our depot centerThe
terms and conditions of the Replacement Plan administered by N.E.Wthat you purchased for the fan are
located on the website for The *** ***In the terms and conditions you will
read the following:
Term of Coverage: The term of the
Replacement Plan coverage begins immediately following the expiration of the
manufacturer’s labor warranty and remains in effect unless cancelled or
fulfilled pursuant to the provisions below for the term indicated on your sales
receiptOur obligations under this Plan will be considered fulfilled if we
provide you with a replacement product, a check, or *** *** gift card for
the original purchase price of your product, including taxes as indicated on
your sales receipt
How it works: If your product experiences a breakdown, contact customer service at
*** (###-###-####) to process your claimAt our sole discretion, we may require that you
return the covered product to us as a condition to receiving a replacement
productWe will pay for the cost of shipping your product back to our
authorized service center for replacementOnce your product has been replaced,
all of our obligations under this Plan have been fulfilled in their entirety
You stated you are home bound and
unable to send the item back. You may
arrange to have *** come to your home and pick up the item for you simply by
visiting their website www.***.com. At the top of the *** website page there are
several tabsOne is labeled “support”.
If you click on that tab you will see a box labeled “How To” with a link
to “schedule a pick up”. You can arrange
for *** to pick up the item for youYou may also call their toll free phone
number ###-###-#### to speak with a representative who can arrange a pick up
for you.
Our research also revealed N.E.Wapproved and fulfilled a prior
claim for another fan in August You were provided with a prepaid return
shipping label for that claim and the item was received at our depot on August
13, I respectfully submit that due to the prior claim you were aware the
product may be required to be returned to fulfill the claim
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
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,
*** ***
March 27,
*** ***
*** *** ***
*** ** ***
*** ***
*** *** ***
I
am writing in response to your rebuttal on March 23rd, to N.E.W.’s original reply to your RevDex.com complaint
According
to your original complaint filed with the Revdex.com you were
dissatisfied with NEW having your TV for more than a month and not
communicating the status of its repair to youThe desired resolution listed in
your original compliant was for your TV to be repaired
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
You
rejected N.E.W.’s original response
to your complaint and indicated the following:
“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.”
According
to the terms and conditions of the service plan you purchased for your
television sales tax is not refunded, they are excludedSpecific language from
the terms and conditions of the service plan you purchased for your television
are listed below and a complete copy of the terms and conditions is included
with the response to your rejection of our original response
What is Covered:
For Electronics and Computers/Portable Computing
Devices:
If we determine that we cannot service your product
as specified in this Plan, we may replace it with a replacement product of like
kind and quality or we may at our discretion issue you a gift card or
check for the original purchase price of that product, excluding taxes, as
indicated on your sales receipt
Limit of Liability:
For any single claim, the limit of liability under
this Plan is the least of the cost of (1) authorized repairs, (2) replacement
with a product with similar features, (3) reimbursement for authorized repairs
or replacement of your product, or (4) the price that you paid for the product
(excluding any delivery charge and sales tax)The total liability under this
Plan is the purchase price you paid for the product, excluding sales tax, as
indicated on your sales receipt; in the event that the total of all repairs
exceeds the purchase price you paid for the product, excluding sales tax, or we
reimburse you for a product with another product with similar features, we
shall have satisfied all of our obligations under this Plan
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at 615-762-
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
* *** * * *** | www.asurion.com
December 22,
*** ***
*** *** ***
Saint Louis, MO ***
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
On July 4, you purchased a *** *** tablet with a two year service plan administered by AsurionYou were assured the Plan would provide for a replacement battery if neededWhen the tablet failed to hold a charge you submitted a service request with AsurionIt was returned without the battery being replacedYou were advised on a follow up call that if you resent it to our service center the battery would be replacedYou did so and it was returned to you a second time, again without the battery being replaced
The desired resolution listed in your complaint is for Asurion to replace the battery or provide a replacement tablet of equal or greater value
A review of your service history for the replacement plan you purchased has been completedThe research revealed your tablet was submitted twice for repair with notes specifically mentioning the battery needing to be replacedI spoke with you and offered to provide a reimbursement for a battery if you wished to purchase one and forward a receipt copyYou were not comfortable with trying to replace the battery yourselfYou also were not comfortable sending the tablet for a third repair attemptIn light of the time that has passed without the issue being resolved, I offered to provide a reimbursement of the purchase price of $plus sales taxA check request has been submittedI will provide updates to you as they are made available to me
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
***
voice ###-###-#### fax ###-###-####
June 18,
*** ***
*** *** ***
Lakeland, FL ***
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:
“REF: Office Depot Performance
Protection Plan Service request number *** I submitted my claim on
lineApril, and received response from
***,
stating "Good newsYour claim is approvedA prepaid *** shipping label
will arrive by email or first class mailPlease follow shipping instructions
and use it to return the product and accessoriesYou will receive a Gift Card
at the address providedIt will be activated and funded within to business
daysApril email from Asurion claims review team stating if they need
additional information they would contact me in to daysNo contactThere
has been no response to any attempted contact with the claims review team by
telephone or from the [email protected] product and photo copy of
the sales receipt was received at the Asurion dock May, I still do not
have a resolution to my claim.”
The
desired resolution listed in your complaint
“There has been an unacceptable level of expected
serviceI expect Asurion Services compensate me for my loss of use of my
device and my time, by doubling my claim settlement.”
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed your claim had been selected for additional
review which delayed it being completedA manager on N.E.W.’s Program Management team spoke with you regarding your
compliant on June 15, and apologized for any inconvenience or frustration
this may have causedShe verified how you wanted to receive fulfillment for
your claim and approved the claim for immediate fulfillment so you would
receive a check
Your
check in the amount of $(the purchase price of your laptop plus tax) for
your claim was sent to you under *** tracking ***Their website
reflects your claim payment check was delivered on June 17,
As to your requests to have
your claim payment doubled, this is not provided for under the terms and
conditions of the replacement plan you purchased for your tablet
Specific language from the
terms and conditions is listed below for your reference:
WHAT IS NOT COVERED: (8)
consequential or incidental damages, including but not limited to, loss of use,
loss of business, loss of profits, loss of data, down-time and charges for time
and effort;
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
[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:
To me that is an drawn out and well worded way of calling me a liarYou missed key points, the system isnt working and you sold me a policy to cover that issueYou guys ripped me off plain and simpleAn intermittent problem is still a problemI didnt ask *** for you to rip me off, *** told me the details of the plan and your receipt holder explains the planANY PROBLEM SEND IT IN AND WE WILL FIX IT FASTthank you for continuing to waste my time
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 11,
*** ***
*** *** *** *** ***
Gulf Breeze, 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.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is copied below
The company Asurion has not followed up on anything they are supposed to doNow I have no phone and nothing to show for it after paying for itI’ve been trying to get them to help me for about three or more months. I purchased December 26, The phone is a *** *** *** that I paid $for and also $20.00+ for the insuranceAnd unfortunately I paid with cash
The desired resolution listed in your complaint is to have the $plus dollars you paid for the phone and insurance reimbursed
A review of your service history for the replacement plan you purchased has been completedThe research revealed that when your cellular phone was registered with N.E.Wthe purchase price provided was $20.00. Upon receiving the damaged phone, N.E.Wprovided a reimbursement of the registered amount including sales tax. When you contacted N.E.Wto state the amount received was incorrect you were informed that a receipt copy would be required to update the purchase price information in our system. In the paragraph of the Terms & Conditions labeled Instructions you will read the following:
You must keep the receipt or order confirmation e- mail for this product; it is an integral part of the Plan and you may be required to reference it to obtain serviceThis Plan, including the terms, conditions, limitations, exclusions, and the product identification constitute the entire agreement
We are happy to update your product information and provide the correct reimbursement amount if the necessary documentation can be provided. The fact that you paid cash for the item does not negate the receipt requirement needed to update your informationWe respectfully inform you that without documentation confirming a different purchase amount we are unable to provide any additional funds
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
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
December 4,
*** ***
*** *** ***
Blue Island, 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.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You initiated a claim with N.E.Wfor a laptop computer in need of repair during the policy period, but never sent itWhen you contacted N.E.Wyou were advised your extended service plan expired and the claim had been canceled. You requested the claim be reopened but were deniedYou were not advised of a time limit to complete the claim, and you are uncertain why the claim cannot be reopened as you initiated the claim while the policy was in effect
The desired resolution listed in your complaint is to have your laptop serviced or replaced
A review of your service history for the replacement plan you purchased has been completedThe research revealed you first contacted N.E.Wregarding your laptop on March 24, A service request was approved, with a prepaid return shipping label provided to you so that you could forward the laptop to our service centerDuring the next two years and eight months we received no contact or communication from youYour claim was closed due to no activity after daysN.E.Wwould have gladly initiated another claim if you had contacted us while your extended service plan was in effect, however it expired March 14, We also would have provided an extension to your Plan if you had attempted to contact us within days of the plan expirationIt is not reasonable to expect N.E.Wto complete a claim that was initiated almost three years ago with no further contact from you, and for a Plan that expired almost two years ago
We at N.E.Wdo appreciate your businessWe regret your experience was less than satisfactory, however we respectfully deny your desired resolution to service or replace your laptop
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
December 22,
*** ***
*** *** ***
Lithonia, GA ***
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:
“I tried to file a claim in June because
my dishwasher stopped spraying water, the company the warranty was with is
called NEWWhen I called them they said they couldn’t locate my information
due to a merger in progress and their system were acting up and instructed me
to find and fax the invoiceI went to ** *** and they couldn’t locate it in
their systems either so I pretty much have been washing dishes by hand because
the warranty that I paid for wouldn’t repair my dishwasherJust this morning
while looking through the attic I found the invoice and called in only for them
to tell me that it expired months ago, I spent $on a warranty for
appliances only to get told they lost my records, then when I finally find the
receipt, I get told its past the warranty period and past the day grace
periodAn exception should be made in my case since I had a valid claim and
the dishwasher was broken before the warranty was up but your company couldn’t
find my information in the system, forcing me to locate an invoice to a product
I purchase years agoI have never filed a claim and this would be my 1st
claimPlease let me know if you can be of any assistance, thanks.”
The
desired resolution listed in your complaint is to have someone come out and
repair your dishwasher
A review of your service
history for the service plan you purchased has been completedThe research
revealed a repair completed on your dishwasher on December 16th
We
spoke on December 19th and I apologize for any inconvenience you may
have been causedYou indicated that your dishwasher was working properly since
the repair. When asked you had no
additional concerns or unanswered 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
[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, *** ***
January 7,
*** ***
*** *** *** *** ***
Tempe, AZ ***
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
On November 27, you purchased a tablet from *** with an
extended plan administered by N.E.W. You
were advised during checkout that if anything happened to your tablet the plan
would provide you with enough money to purchase a replacementYou purchased
your tablet for $although the price was $
The desired resolution listed in
your complaint is to receive a replacement tablet with the same specifications
as yours or $which is the approximate cost of a new tablet with tax in
Arizona
A review of
your service history for the replacement plan you purchased has been completed
The research confirmed you purchased a tablet from *** November 27, A
claim was initiated for the tablet December 18, Upon the claim
completion, you were to receive a reimbursement of the purchase price you paid
for the tablet including sales tax in the form of a *** e-gift cardLater
the same day you called back to state you were upset that a reimbursement was
being issued rather than a replacement tabletA resolution specialist informed
you the limit of liability for the Plan was the purchase price paid for the
tablet including sales taxUnder the section of the terms and conditions of
the Plan you purchased labeled Limit of
Liability you will read the following:
For
any single claim, the limit of liability under this Plan is the lesser of the
cost of 1) authorized repairs, 2) replacement with a product with similar
features, 3) reimbursement for authorized repairs or replacement or 4) the
price that you paid for the productThe total liability under this Plan is the
purchase price you paid for the product
A corporate
resolution specialist named Christina contacted you December 22, after
receiving your complaintShe confirmed that you did wish to continue with your
claim, however you preferred to receive a reimbursement in the form of a check
made payable to you, rather than a *** e-gift cardShe agreed to provide you
with a check reimbursement and indicated she would follow up with your claim
until it was completeChristina attempted to contact you to confirm you
received a prepaid return shipping label to submit the tablet to N.E.Wwith. The label was sent to the e-mail address you
provided the Revdex.com. If
you did not receive the label or if you need another one sent to you, please
contact me directly at the phone number below or by e-mail at ***@asurion.com
We at N.E.Wdo value your business and regret your experience has been
less than satisfactoryWe respectfully submit we will not provide a
reimbursement amount in excess of the purchase price paid for the tabletI
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
v
June 16,
*** *** ***
*** *** *** ***
Houston,
TX ***
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, on November 26th
your wife purchased a 60” *** television from ***.com. During the month of March, while moving the
television, it flipped over and sustained a cracked screenYou contacted
Asurion to submit a claimThe representative you spoke with advised physical
damage is not covered and denied the claim.
Your position is because our pamphlet states both “We cover a wide range
of products” and “featuring damages like drop and cracked screen” that televisions are a covered item that your
claim should be approved
The desired resolution listed in
your complaint is to receive either a replacement television or have yours
repaired.
A review of your service history
for the plan you purchased has been completedThe research revealed no claim
or registration notes for a television could be located utilizing the contact information
you provided in your complaintThe information you described receiving from
our representative is accurate however.
Our Plans do not provide coverage for televisions that have sustained accidental
damage such as yours has. The terms and
conditions of our Plans are available for viewing on the ***.com
website. Item #in the section of the
terms and conditions labeled What is Not Covered reads as
follows:
(1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS (UNLESS YOU
PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION,
MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH ALTERED OR MISSING
SERIAL NUMBERS
In
your complaint, you make a reference to our pamphlet, stating there is a
sentence which reads “featuring damages like drop and cracked screen”. The statement which can be found on our
pamphlet for *** customers in fact reads as:
We
protect your products from failures due to
-
Drops,
spills, and cracked screens on portable electronics,
laptops, and tablets, and scratches on discs
-
Mechanical and electrical
failures including those due to
wear and tear
-
Defects in materials and
workmanship, and failures caused by power
surge
To summarize, Asurion only
provides Accidental Damage from Handling (ADH) coverage for portable
electronics (tablets, laptop computers, cellular phones, etc.), CDs and
DVDs. As you were unable to utilize the
Plan purchased for your television we are willing to cancel the Plan if you
desire, and provide a reimbursement of the purchase price paid for the
Plan. If this would be a satisfactory resolution
to you, please contact me at the phone number below or by e-mail at ***@asurion.com
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
November 19,
*** ***
*** * *** * ***
West Jordan, UT ***
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 *** computer from *** in May of with a year service plan (which is effective after the expiration of the manufacturer’s warranty)The sales representative indicated to you and the plan documents state that “except for power surge and coverage for accidental damage from handling, which begins on the date You purchase Your Covered Product, coverage is effective upon expiration of the manufacturer’s parts and labor warranties.” *** warrantied your product for yearSo your computer should be covered through May of When you submitted a claim you were advised your coverage had expired
The desired resolution listed in your complaint is to have the faulty hard drive in your computer replaced
A review of your service history for the replacement plan you purchased has been completedThe research confirmed you purchased a *** computer from Office *** May 9, with a month service planAs you stated in your complaint, the service plan begins on the date of purchase, and provides coverage for power surge coverage and accidental damageFor the first months of the Plan, if your computer sustains accidental damage from handling (ADH) or damage due to a power surge, the service plan through N.E.Wwould provide for the repairThese issues are not covered by the manufacturer’s warrantyThe ADH and power surge coverage are inclusive of the year manufacturer’s warrantyIt does not replace the manufacturer’s warranty, but provides the additional benefits of power surge and ADH coverage during the term of the manufacturer’s warrantyAfter the manufacturer’s warranty expires, during months through 36, the plan continues to provide most of the manufacturer’s warranty benefits as well as additional benefits listed within the plan’s terms and conditionsThe service plan provided by N.E.Wis inclusive of the manufacturer’s warranty. The Plan commences at the date of purchase, not upon expiration of the manufacturer’s warranty, and is in effect for months from the date of purchase
We at N.E.Wvalue and appreciate your businessWe regret the misunderstanding of the terms of the service planWe remain unable to fulfill your desired resolution to open a service request as the plan expired approximately five months agoI 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
March 9,
*** ***
*** *** *** ***
Jacksonville, 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 beginning
in July you sent a laptop computer to N.E.Wseven times for serviceEach
time it has been returned to you it remains in the same non-working conditionYou
discussed your concerns with a manager February 17, This manager informed
you to expect a return call within three days regarding a decision to provide a
reimbursement of the purchase price you paid for the laptop
The desired resolution listed in
your complaint is for your laptop to be repairedIf it is unrepairable, you
would like to be issued a reimbursement of the purchase price
A review of your service history
for the service plan you purchased has been completedThe research confirmed
your laptop was submitted to N.E.W
for repair on four separate occasions without resolving the power issueThe
terms and conditions for N.E.W
Service Plans purchased at *** *** stipulate that if a laptop computer is
repaired twice for the same problem and requires a third repair, the customer
is eligible to receive a reimbursement of the purchase price under a “no lemon”
clauseAn initial request to review your claim for reimbursement was submitted
November 13, only to be denied the following day with a note that the
laptop would need to be resubmitted for additional serviceOur records reflect
a second reimbursement request was submitted and approved on February 17,
2015. The invoice date for the
reimbursement was February 21, 2015. If you
have not received the reimbursement upon receiving this letter please contact
me directly at ###-###-#### or by e-mail at ***@asurion.com
We regret your experience with our company was less than satisfactory. We will utilize your claim as a coaching
opportunity in an effort to prevent the same experience 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
April 6,
*** ***
PO Box ***
Rock Ieeview, WV ***
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
sent a Dell laptop computer to an N.E.Wservice center for repair on February
7, You received an e-mail stating the repair had been completed and was
being returned to you via ***A tracking number for the return shipment was
provided to you in the same e-mailWhen checking the status of the return
shipment, the *** website indicates the tracking number has been processed and
would be ready for shipment on February 28, As of March 20, you
still had not received your repaired laptopYou spoke with four customer
service representatives and seven supervisors regarding the problemEach
advised you they would research the matter and call you backNo one ever
followed up or provided a return phone call to you
The desired resolution listed in
your complaint is to receive your repaired laptop or a *** gift card for
the full purchase price paid for the laptop
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed your laptop was repaired at our service center February 17, On
February 24, *** informed you they were unable to deliver to the address
providedYou contacted our customer service centerA representative updated
the address in the system to an address in Pineville, WV. The tracking number for the laptop to be
returned to you never provided any information other than it had been generated
and was ready. We were unable to verify
if the laptop left the service center and was returned due to an incorrect
addressThe service center was also unable to locate the laptop after the
repair was reported as complete. To
resolve the issue, a reimbursement in the form of an e-gift card was approved
March 25, for the full purchase price paid for the laptop including sales
tax. Our records show the gift card was
utilized on March 26, for almost the full amount
We regret your experience with
our company was less than satisfactory.
It certainly was not typical of the customer experience we strive to
provide each day. 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
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
December 30, 2014On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet
your expectations.N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.Wstrives to provide world class customer serviceEach call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated.Your complaint filed with the Revdex.com is summarized below.You purchased a washer and dryer from ** *** with an extended warrantyThere was an issue with the washer shaking which resulted in several service requestsThe first technician suggested floor pads as a possible remedyThe second stated nothing was wrongThe third technician advised your floor was the cause of the shaking and a fourth technician determined a missing pin was the causeYou feel if the first three technicians came to the same conclusion as the fourth you would not have needed to have your washer replaced with one that does not match the dryer.The desired resolution listed in your complaint is for N.E.Wto replace your dryer as well so you will have a matching set again.A review of your service history for the service plan you purchased has been completedThe research revealed you first contacted N.E.Wregarding your front load washing machine on September 21, The technician’s notes indicate the control panel was bad and that the washer was off balanceParts needed to repair the control panel were ordered and then installed October 6, The technician also made adjustments to balance the washer during the service visitN.E.Whad no further contact with you until months later when you called on January 2, A service technician was dispatched to your home on January 5, The technician added notes that there was no problem found with the washer, but that the floor was loose where the washer was located and that the floor tiles were slickThis may have contributed to the washer becoming off balance.The next contact N.E.Whad with you was April 22, The technician assigned to this service request visited your home April 29, The technician’s notes indicate he leveled the washer and that it tested okayThe fourth service request was submitted April 28, with notes that the washer vibrated during the spin cycle, and that the end of cycle beeper no longer workedIt was determined the beeper was turned “off” which was the reason for the end of cycle indicator not soundingThere were no notes from the technician regarding the washer vibratingThe fifth and final service request occurred December 10, 2014, one month after your service plan expiredThe technician determined that a pin that connects a strut to the tub was not attached causing damage to the base due to extended useAt this point a replacement washer was authorized for you.Each time your washer was serviced, a qualified technician was assigned to the repairOur position is that if the pin that that connected a strut to the tub was not connected during any of the prior repairs, the technicians would have noticed thatAs it was, each service request was completed and the washer tested as okayEven though your washer and dryer were purchased as a set, they are separate items and the service plans provided by N.E.Wwere purchased separately for eachThe dryer was not eligible to be replaced as there was never a reported issue.We at N.E.Wdo appreciate your business and value you as a customerWe respectfully deny your desired resolution request to replace your dryerI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***.Regards,Ken PCompliance Coordinator
June 24,
*** ***
** *** ***
Saratoga Springs, UT ***
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:
“Didn't fix my *** sent it back still
broken with more issues then it began withI sent in my son’s *** to be
replaced as he uses it for school, they had it for two weeks sent it back still
broken and now it has more issuesThe screen will spaz out and become
unusable! The screen in still broken and the digitizer was not replaced in my
opinion as it still does not work!! I'm frustrated! I contacted the company who
said they would need me to send it again to be repairedI told them I did that
and they didn't fix it so why do it again? They said they would look into
replacing it but decided that ultimately I would need to send it back if I wanted
it fixed that they would need to not fix it times before they would replace
or actually fix the ***How is this right? I pay for insurance send it my
*** and you may or may not fix it but won't replace it unless you decide three
times in a row not to fix it??? That is very poor business and I am not happy
about this situation and my son’s *** not being repaired!”
The
following is the desired resolution listed in your complaint:
“Send me a new *** and take this one or
give me my money back like a insurance company would!!! You had the
opportunity to fix it if you felt like you could and didn't.”
A
review of your service history for the service plan you purchased for your ***
has been completedThe research revealed a Resolution Specialist named Katrina
spoke with you on June 3rd and addressed your concerns regarding the
quality of the repair of your ***She advised you of the reimbursement for
price you paid for your *** being provided for customer satisfactionThe
timeframe to receive the reimbursement was explained and a follow up call was
made to you on June 22ndKatrina advised Compliance that you
received the reimbursement
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
April
3,
*** ***
*** *** ***
Midwest
City, OK ***
Complaint
ID#***
Dear
*** ***,
I
am writing in response to your rebuttal on March 27th, to N.E.W.’s original reply to your RevDex.com complaint
According
to your original complaint filed with the Revdex.com, your *** ***
game system repeatedly failed to read a new game discThe game system was sent
in to be repaired twice and returned to you along with documentation that N.E.Wcould not duplicate “disc read
error”You requested a replacement of your game system
Unfortunately,
our service records revealed no trouble was found with your game system and it
was not eligible to be replaced under the replacement plan you purchased for
it
Upon
receipt of the rejection you filed to our original response to your complaint I
called the contact number listed in your complaint and left a voicemail message
asking you to contact me directly if you wanted to send your game system back
in for additional diagnostic testing.
If we would like to send your
game system back in, please do not hesitate to contact me directly at
***
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because this letter states that I called once. I have called numerous times and even spoke to management concerning the LACK of support. All the failed attempts were due to my numerous calls and frustration with this company. Please do not blame the system when right after the Revdex.com report was sent I IMMEDIATELY recieved a shipping label. Own up to your lack of customer service and failure to try and fix the issue until you were reported
Regards,
*** ***
May 7,
*** ***
*** *** *** *** ***
Warwick, RI ***
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 a *** fan from The *** *** with a two year protection planWhen
you submitted a claim for the fan, you were informed you would need to forward
the item to N.E.Wbefore a reimbursement would be issuedThe website states “put
in a claim and in hours you will get a *** *** gift card.” It does not state
you have to send the item backYou are home bound and unable to send the item
to N.E.W
The desired resolution listed in
your complaint is to receive a refund of the purchase price including sales tax
you paid for the fan
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
27, to submit a claim for your fanA prepaid return shipping label has
been provided to you so that you may forward the product to our depot centerThe
terms and conditions of the Replacement Plan administered by N.E.Wthat you purchased for the fan are
located on the website for The *** ***In the terms and conditions you will
read the following:
Term of Coverage: The term of the
Replacement Plan coverage begins immediately following the expiration of the
manufacturer’s labor warranty and remains in effect unless cancelled or
fulfilled pursuant to the provisions below for the term indicated on your sales
receiptOur obligations under this Plan will be considered fulfilled if we
provide you with a replacement product, a check, or *** *** gift card for
the original purchase price of your product, including taxes as indicated on
your sales receipt
How it works: If your product experiences a breakdown, contact customer service at
*** (###-###-####) to process your claimAt our sole discretion, we may require that you
return the covered product to us as a condition to receiving a replacement
productWe will pay for the cost of shipping your product back to our
authorized service center for replacementOnce your product has been replaced,
all of our obligations under this Plan have been fulfilled in their entirety
You stated you are home bound and
unable to send the item back. You may
arrange to have *** come to your home and pick up the item for you simply by
visiting their website www.***.com. At the top of the *** website page there are
several tabsOne is labeled “support”.
If you click on that tab you will see a box labeled “How To” with a link
to “schedule a pick up”. You can arrange
for *** to pick up the item for youYou may also call their toll free phone
number ###-###-#### to speak with a representative who can arrange a pick up
for you.
Our research also revealed N.E.Wapproved and fulfilled a prior
claim for another fan in August You were provided with a prepaid return
shipping label for that claim and the item was received at our depot on August
13, I respectfully submit that due to the prior claim you were aware the
product may be required to be returned to fulfill the claim
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
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,
*** ***
March 27,
*** ***
*** *** ***
*** ** ***
*** ***
*** *** ***
I
am writing in response to your rebuttal on March 23rd, to N.E.W.’s original reply to your RevDex.com complaint
According
to your original complaint filed with the Revdex.com you were
dissatisfied with NEW having your TV for more than a month and not
communicating the status of its repair to youThe desired resolution listed in
your original compliant was for your TV to be repaired
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
You
rejected N.E.W.’s original response
to your complaint and indicated the following:
“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.”
According
to the terms and conditions of the service plan you purchased for your
television sales tax is not refunded, they are excludedSpecific language from
the terms and conditions of the service plan you purchased for your television
are listed below and a complete copy of the terms and conditions is included
with the response to your rejection of our original response
What is Covered:
For Electronics and Computers/Portable Computing
Devices:
If we determine that we cannot service your product
as specified in this Plan, we may replace it with a replacement product of like
kind and quality or we may at our discretion issue you a gift card or
check for the original purchase price of that product, excluding taxes, as
indicated on your sales receipt
Limit of Liability:
For any single claim, the limit of liability under
this Plan is the least of the cost of (1) authorized repairs, (2) replacement
with a product with similar features, (3) reimbursement for authorized repairs
or replacement of your product, or (4) the price that you paid for the product
(excluding any delivery charge and sales tax)The total liability under this
Plan is the purchase price you paid for the product, excluding sales tax, as
indicated on your sales receipt; in the event that the total of all repairs
exceeds the purchase price you paid for the product, excluding sales tax, or we
reimburse you for a product with another product with similar features, we
shall have satisfied all of our obligations under this Plan
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at 615-762-
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
* *** * * *** | www.asurion.com
December 22,
*** ***
*** *** ***
Saint Louis, MO ***
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
On July 4, you purchased a *** *** tablet with a two year service plan administered by AsurionYou were assured the Plan would provide for a replacement battery if neededWhen the tablet failed to hold a charge you submitted a service request with AsurionIt was returned without the battery being replacedYou were advised on a follow up call that if you resent it to our service center the battery would be replacedYou did so and it was returned to you a second time, again without the battery being replaced
The desired resolution listed in your complaint is for Asurion to replace the battery or provide a replacement tablet of equal or greater value
A review of your service history for the replacement plan you purchased has been completedThe research revealed your tablet was submitted twice for repair with notes specifically mentioning the battery needing to be replacedI spoke with you and offered to provide a reimbursement for a battery if you wished to purchase one and forward a receipt copyYou were not comfortable with trying to replace the battery yourselfYou also were not comfortable sending the tablet for a third repair attemptIn light of the time that has passed without the issue being resolved, I offered to provide a reimbursement of the purchase price of $plus sales taxA check request has been submittedI will provide updates to you as they are made available to me
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
***
voice ###-###-#### fax ###-###-####
June 18,
*** ***
*** *** ***
Lakeland, FL ***
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:
“REF: Office Depot Performance
Protection Plan Service request number *** I submitted my claim on
lineApril, and received response from
***,
stating "Good newsYour claim is approvedA prepaid *** shipping label
will arrive by email or first class mailPlease follow shipping instructions
and use it to return the product and accessoriesYou will receive a Gift Card
at the address providedIt will be activated and funded within to business
daysApril email from Asurion claims review team stating if they need
additional information they would contact me in to daysNo contactThere
has been no response to any attempted contact with the claims review team by
telephone or from the [email protected] product and photo copy of
the sales receipt was received at the Asurion dock May, I still do not
have a resolution to my claim.”
The
desired resolution listed in your complaint
“There has been an unacceptable level of expected
serviceI expect Asurion Services compensate me for my loss of use of my
device and my time, by doubling my claim settlement.”
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed your claim had been selected for additional
review which delayed it being completedA manager on N.E.W.’s Program Management team spoke with you regarding your
compliant on June 15, and apologized for any inconvenience or frustration
this may have causedShe verified how you wanted to receive fulfillment for
your claim and approved the claim for immediate fulfillment so you would
receive a check
Your
check in the amount of $(the purchase price of your laptop plus tax) for
your claim was sent to you under *** tracking ***Their website
reflects your claim payment check was delivered on June 17,
As to your requests to have
your claim payment doubled, this is not provided for under the terms and
conditions of the replacement plan you purchased for your tablet
Specific language from the
terms and conditions is listed below for your reference:
WHAT IS NOT COVERED: (8)
consequential or incidental damages, including but not limited to, loss of use,
loss of business, loss of profits, loss of data, down-time and charges for time
and effort;
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
[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:
To me that is an drawn out and well worded way of calling me a liarYou missed key points, the system isnt working and you sold me a policy to cover that issueYou guys ripped me off plain and simpleAn intermittent problem is still a problemI didnt ask *** for you to rip me off, *** told me the details of the plan and your receipt holder explains the planANY PROBLEM SEND IT IN AND WE WILL FIX IT FASTthank you for continuing to waste my time
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 11,
*** ***
*** *** *** *** ***
Gulf Breeze, 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.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is copied below
The company Asurion has not followed up on anything they are supposed to doNow I have no phone and nothing to show for it after paying for itI’ve been trying to get them to help me for about three or more months. I purchased December 26, The phone is a *** *** *** that I paid $for and also $20.00+ for the insuranceAnd unfortunately I paid with cash
The desired resolution listed in your complaint is to have the $plus dollars you paid for the phone and insurance reimbursed
A review of your service history for the replacement plan you purchased has been completedThe research revealed that when your cellular phone was registered with N.E.Wthe purchase price provided was $20.00. Upon receiving the damaged phone, N.E.Wprovided a reimbursement of the registered amount including sales tax. When you contacted N.E.Wto state the amount received was incorrect you were informed that a receipt copy would be required to update the purchase price information in our system. In the paragraph of the Terms & Conditions labeled Instructions you will read the following:
You must keep the receipt or order confirmation e- mail for this product; it is an integral part of the Plan and you may be required to reference it to obtain serviceThis Plan, including the terms, conditions, limitations, exclusions, and the product identification constitute the entire agreement
We are happy to update your product information and provide the correct reimbursement amount if the necessary documentation can be provided. The fact that you paid cash for the item does not negate the receipt requirement needed to update your informationWe respectfully inform you that without documentation confirming a different purchase amount we are unable to provide any additional funds
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
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
December 4,
*** ***
*** *** ***
Blue Island, 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.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You initiated a claim with N.E.Wfor a laptop computer in need of repair during the policy period, but never sent itWhen you contacted N.E.Wyou were advised your extended service plan expired and the claim had been canceled. You requested the claim be reopened but were deniedYou were not advised of a time limit to complete the claim, and you are uncertain why the claim cannot be reopened as you initiated the claim while the policy was in effect
The desired resolution listed in your complaint is to have your laptop serviced or replaced
A review of your service history for the replacement plan you purchased has been completedThe research revealed you first contacted N.E.Wregarding your laptop on March 24, A service request was approved, with a prepaid return shipping label provided to you so that you could forward the laptop to our service centerDuring the next two years and eight months we received no contact or communication from youYour claim was closed due to no activity after daysN.E.Wwould have gladly initiated another claim if you had contacted us while your extended service plan was in effect, however it expired March 14, We also would have provided an extension to your Plan if you had attempted to contact us within days of the plan expirationIt is not reasonable to expect N.E.Wto complete a claim that was initiated almost three years ago with no further contact from you, and for a Plan that expired almost two years ago
We at N.E.Wdo appreciate your businessWe regret your experience was less than satisfactory, however we respectfully deny your desired resolution to service or replace your laptop
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
December 22,
*** ***
*** *** ***
Lithonia, GA ***
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:
“I tried to file a claim in June because
my dishwasher stopped spraying water, the company the warranty was with is
called NEWWhen I called them they said they couldn’t locate my information
due to a merger in progress and their system were acting up and instructed me
to find and fax the invoiceI went to ** *** and they couldn’t locate it in
their systems either so I pretty much have been washing dishes by hand because
the warranty that I paid for wouldn’t repair my dishwasherJust this morning
while looking through the attic I found the invoice and called in only for them
to tell me that it expired months ago, I spent $on a warranty for
appliances only to get told they lost my records, then when I finally find the
receipt, I get told its past the warranty period and past the day grace
periodAn exception should be made in my case since I had a valid claim and
the dishwasher was broken before the warranty was up but your company couldn’t
find my information in the system, forcing me to locate an invoice to a product
I purchase years agoI have never filed a claim and this would be my 1st
claimPlease let me know if you can be of any assistance, thanks.”
The
desired resolution listed in your complaint is to have someone come out and
repair your dishwasher
A review of your service
history for the service plan you purchased has been completedThe research
revealed a repair completed on your dishwasher on December 16th
We
spoke on December 19th and I apologize for any inconvenience you may
have been causedYou indicated that your dishwasher was working properly since
the repair. When asked you had no
additional concerns or unanswered 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
[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, *** ***
January 7,
*** ***
*** *** *** *** ***
Tempe, AZ ***
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
On November 27, you purchased a tablet from *** with an
extended plan administered by N.E.W. You
were advised during checkout that if anything happened to your tablet the plan
would provide you with enough money to purchase a replacementYou purchased
your tablet for $although the price was $
The desired resolution listed in
your complaint is to receive a replacement tablet with the same specifications
as yours or $which is the approximate cost of a new tablet with tax in
Arizona
A review of
your service history for the replacement plan you purchased has been completed
The research confirmed you purchased a tablet from *** November 27, A
claim was initiated for the tablet December 18, Upon the claim
completion, you were to receive a reimbursement of the purchase price you paid
for the tablet including sales tax in the form of a *** e-gift cardLater
the same day you called back to state you were upset that a reimbursement was
being issued rather than a replacement tabletA resolution specialist informed
you the limit of liability for the Plan was the purchase price paid for the
tablet including sales taxUnder the section of the terms and conditions of
the Plan you purchased labeled Limit of
Liability you will read the following:
For
any single claim, the limit of liability under this Plan is the lesser of the
cost of 1) authorized repairs, 2) replacement with a product with similar
features, 3) reimbursement for authorized repairs or replacement or 4) the
price that you paid for the productThe total liability under this Plan is the
purchase price you paid for the product
A corporate
resolution specialist named Christina contacted you December 22, after
receiving your complaintShe confirmed that you did wish to continue with your
claim, however you preferred to receive a reimbursement in the form of a check
made payable to you, rather than a *** e-gift cardShe agreed to provide you
with a check reimbursement and indicated she would follow up with your claim
until it was completeChristina attempted to contact you to confirm you
received a prepaid return shipping label to submit the tablet to N.E.Wwith. The label was sent to the e-mail address you
provided the Revdex.com. If
you did not receive the label or if you need another one sent to you, please
contact me directly at the phone number below or by e-mail at ***@asurion.com
We at N.E.Wdo value your business and regret your experience has been
less than satisfactoryWe respectfully submit we will not provide a
reimbursement amount in excess of the purchase price paid for the tabletI
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
v
June 16,
*** *** ***
*** *** *** ***
Houston,
TX ***
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, on November 26th
your wife purchased a 60” *** television from ***.com. During the month of March, while moving the
television, it flipped over and sustained a cracked screenYou contacted
Asurion to submit a claimThe representative you spoke with advised physical
damage is not covered and denied the claim.
Your position is because our pamphlet states both “We cover a wide range
of products” and “featuring damages like drop and cracked screen” that televisions are a covered item that your
claim should be approved
The desired resolution listed in
your complaint is to receive either a replacement television or have yours
repaired.
A review of your service history
for the plan you purchased has been completedThe research revealed no claim
or registration notes for a television could be located utilizing the contact information
you provided in your complaintThe information you described receiving from
our representative is accurate however.
Our Plans do not provide coverage for televisions that have sustained accidental
damage such as yours has. The terms and
conditions of our Plans are available for viewing on the ***.com
website. Item #in the section of the
terms and conditions labeled What is Not Covered reads as
follows:
(1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS (UNLESS YOU
PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION,
MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH ALTERED OR MISSING
SERIAL NUMBERS
In
your complaint, you make a reference to our pamphlet, stating there is a
sentence which reads “featuring damages like drop and cracked screen”. The statement which can be found on our
pamphlet for *** customers in fact reads as:
We
protect your products from failures due to
-
Drops,
spills, and cracked screens on portable electronics,
laptops, and tablets, and scratches on discs
-
Mechanical and electrical
failures including those due to
wear and tear
-
Defects in materials and
workmanship, and failures caused by power
surge
To summarize, Asurion only
provides Accidental Damage from Handling (ADH) coverage for portable
electronics (tablets, laptop computers, cellular phones, etc.), CDs and
DVDs. As you were unable to utilize the
Plan purchased for your television we are willing to cancel the Plan if you
desire, and provide a reimbursement of the purchase price paid for the
Plan. If this would be a satisfactory resolution
to you, please contact me at the phone number below or by e-mail at ***@asurion.com
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
November 19,
*** ***
*** * *** * ***
West Jordan, UT ***
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 *** computer from *** in May of with a year service plan (which is effective after the expiration of the manufacturer’s warranty)The sales representative indicated to you and the plan documents state that “except for power surge and coverage for accidental damage from handling, which begins on the date You purchase Your Covered Product, coverage is effective upon expiration of the manufacturer’s parts and labor warranties.” *** warrantied your product for yearSo your computer should be covered through May of When you submitted a claim you were advised your coverage had expired
The desired resolution listed in your complaint is to have the faulty hard drive in your computer replaced
A review of your service history for the replacement plan you purchased has been completedThe research confirmed you purchased a *** computer from Office *** May 9, with a month service planAs you stated in your complaint, the service plan begins on the date of purchase, and provides coverage for power surge coverage and accidental damageFor the first months of the Plan, if your computer sustains accidental damage from handling (ADH) or damage due to a power surge, the service plan through N.E.Wwould provide for the repairThese issues are not covered by the manufacturer’s warrantyThe ADH and power surge coverage are inclusive of the year manufacturer’s warrantyIt does not replace the manufacturer’s warranty, but provides the additional benefits of power surge and ADH coverage during the term of the manufacturer’s warrantyAfter the manufacturer’s warranty expires, during months through 36, the plan continues to provide most of the manufacturer’s warranty benefits as well as additional benefits listed within the plan’s terms and conditionsThe service plan provided by N.E.Wis inclusive of the manufacturer’s warranty. The Plan commences at the date of purchase, not upon expiration of the manufacturer’s warranty, and is in effect for months from the date of purchase
We at N.E.Wvalue and appreciate your businessWe regret the misunderstanding of the terms of the service planWe remain unable to fulfill your desired resolution to open a service request as the plan expired approximately five months agoI 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
March 9,
*** ***
*** *** *** ***
Jacksonville, 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 beginning
in July you sent a laptop computer to N.E.Wseven times for serviceEach
time it has been returned to you it remains in the same non-working conditionYou
discussed your concerns with a manager February 17, This manager informed
you to expect a return call within three days regarding a decision to provide a
reimbursement of the purchase price you paid for the laptop
The desired resolution listed in
your complaint is for your laptop to be repairedIf it is unrepairable, you
would like to be issued a reimbursement of the purchase price
A review of your service history
for the service plan you purchased has been completedThe research confirmed
your laptop was submitted to N.E.W
for repair on four separate occasions without resolving the power issueThe
terms and conditions for N.E.W
Service Plans purchased at *** *** stipulate that if a laptop computer is
repaired twice for the same problem and requires a third repair, the customer
is eligible to receive a reimbursement of the purchase price under a “no lemon”
clauseAn initial request to review your claim for reimbursement was submitted
November 13, only to be denied the following day with a note that the
laptop would need to be resubmitted for additional serviceOur records reflect
a second reimbursement request was submitted and approved on February 17,
2015. The invoice date for the
reimbursement was February 21, 2015. If you
have not received the reimbursement upon receiving this letter please contact
me directly at ###-###-#### or by e-mail at ***@asurion.com
We regret your experience with our company was less than satisfactory. We will utilize your claim as a coaching
opportunity in an effort to prevent the same experience 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