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.
I would like to thank the Revdex.com for your assistance on this matter.
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,
*** ***
February 27,
*** ***
*** *** *** *** *
Charlotte, 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,
N.E.Wfailed to respond to repeated phone call requests to speak with
management regarding a television that was damaged in transit by ***
The desired resolution listed in
your complaint is to receive a replacement television or a reimbursement of the
purchase price including the cost of the Service Plan
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed a service repair for your television was completed January 16,
The television was returned to you, however it was received with damage caused
during shippingThe television was returned to the service center with
information a damage claim had been filed with ***Between February 6,
and February 12, you requested call backs with status updatesOn February
13, a reimbursement via gift card of the full purchase price paid for the
television was approved and submittedYou informed N.E.Wthe following day you wished to receive a check rather than
a gift cardA stop payment request was submitted and a check payable to you
was issued February 20, to be sent to the address at the top of this
letterIf you have not received the check upon receiving this response to your
complaint please call me directly at ###-###-####
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
March 5,
*** and *** ***
*** *** ***
Hixson, TN
Case # ***
Mrand Mrs***,
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 washer and dryer with a year extended warrantyThe washer has
broken six times in six monthsEach time service is required you have to wait
a week for a technician, another week for parts to be delivered, and then
another week for the technician to install the partsOn one repair visit the
technician improperly installed parts causing damage to the washing machine
There have been service appointments canceled without the service center
informing you of the cancelations, resulting in unnecessary time off from work
The desired resolution listed in
your complaint is for the washer to be replaced and to receive compensation for
two days work missed due to the service center failing to keep appointments
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed N.E.Wwas first notified of
an issue with your washer on September 2, You were advised to contact the
manufacturer as it was still under the manufacturer’s warrantyN.E.Wwas notified November 6, of
an issue with the washer leaking waterA service request was approved and
assigned id # ***Parts were required to complete the repairThe service
history notes indicate the bellow and tub fins, also known as baffles, were
replacedThe service request was completed November 21, 2014. A second request for service was submitted
January 2, and assigned id # *** due to the wash cycle not working
properlyThis repair was marked as complete January 8, after the bellow
was adjusted and the tub fins securedThe third service request assigned id #
*** was initiated January 29, with a note that the washer displayed Error
Code Eand would not spinParts necessary to perform the repair were ordered
February 4, On February 11, a technician performed repairs to your
washer, however it was discovered additional parts were necessary to complete
the repairAn appointment to complete the repair was scheduled for February
18, 2015, however that appointment was rescheduled for February 24, The
technician added notes indicating the repair was completed and the washer
tested successfully
The request to provide a
reimbursement of the purchase price paid for the washer under the “no lemon”
policy was not approved as the terms and conditions of the Service Plan dictate
the product must be serviced three times for the same issue and then require a
fourth service request for the same issueRepairs performed under the
manufacturer’s warranty do not apply towards the “no lemon” policyWhile the third
and final repair required additional visits to your home, it was still
considered one service request.
The Service Plan does not provide
coverage for incidental damages such as time off from workAs such we are
unable to compensate you for work days missed due to reschedulingI 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 ###-###-####Should
any further issues arise with your washer I would also encourage you to contact
me directly for assistance
Regards,
Ken Page
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** * *** *** |
Nashville, TN
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 Today, a service call was completed by *** *** TV Service at my home at the request of Ken P***They were able to determine in a few minutes that there is an issue with the TVThey identified an issue with the TV panel or lampsThey indicated they would contact Ken Page directly regarding the repair costsI will accept reimbursement of the repair cost or the full price of the television plus tax.The service technician did mention that he did not believe there was any way that the repairman at the warranty company would not have identified an issue with the television having it for as long as they did, supposedly testing it for the entire time
Regards,
*** ***
January 8,
*** ***
*** *** *** ***
Canyon Country, CA ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern
Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is
summarized below
You purchased a tablet at *** July 8, with a year
replacement Plan administered by N.E.W.
After the tablet stopped working you submitted a claim with N.E.W. You submitted the tablet as requested to a
service centerLater you received an e-mail requesting a copy of the original
purchase receiptOn November 20, you submitted the receipt copy to the
e-mail address you were instructed to send it to. As of the date you submitted your complaint
you had not received any information regarding the status of your claim or the
expected reimbursement
The desired resolution listed in
your complaint is to receive a reimbursement for the purchase price including
sales tax paid for the tablet
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed your claim was initiated November 8, A reimbursement via check
was to be issued upon claim completionOur records reflect the tablet was
received and checked in at our service center November 17, 2014. On November 20, it was determined a
receipt copy confirming the purchase of both the tablet and the Plan was
required to complete the claimWe sent an e-mail to you requesting the receipt
on November 20, 2014. At this point I
believe a breakdown in communication occurredThere was no history of N.E.Wreceiving your receipt copy.
It was only after receiving your complaint on December 19, that we
were informed you submitted the receipt.
A reimbursement in the amount of $was approved and invoiced
December 24, I left a voicemail message the same day advising you of the
reimbursement status
We do appreciate your business
and regret your experience was less than satisfactoryI hope this response
provides you with the necessary information to close out this complaint filed
against N.E.WIf we can be of further assistance to you regarding this
matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
v
January 19,
*** ***
*** *** ***
Long Branch, NJ ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,
under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
Your complaint filed with the Revdex.com is
summarized below
You purchased a *** keyboard at Guitar Center with a replacement
plan administered by N.E.W. You
submitted the keyboard to N.E.Win August for repair after it was broken
Since that time you have not received the keyboard back as repaired, nor a
replacement keyboard or a reimbursement of the purchase price paid for the
keyboard
The desired resolution listed in
your complaint is to receive a replacement keyboard and reimbursement of the
price paid for the replacement plan
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WJune
24, to report an issue with your keyboardN.E.Wlocated a service center approved by *** to repair you
keyboardA prepaid return shipping label was provided so you were able to
forward the keyboard to the service center which received it August 17, You
contacted N.E.WSeptember 19, for a status updateThe only available
information was that the service center had received the keyboardYou were
provided with the phone number for the service center so you could contact them
directlyOn November 12, you contacted N.E.Wagain for an updateThe
service center informed us the keyboard was received with no paperwork or
contact information for youThey were unable to begin service until they spoke
with you in SeptemberThey estimated an additional two weeks would be
requiredOn November 21, you requested a reimbursement of the purchase
price paid for they keyboard due to the extended length of time that passed
since the keyboard was submitted for repairUpon contacting the service
center, we were informed the keyboard was not a *** product and because of
this no repairs were performedA decision to provide you with a reimbursement
of the purchase price paid for the keyboard was approved January 10, A
gift card for the purchase price including taxes was invoiced January 14,
If you have not received it by January 24, please contact me directly at
###-###-####
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator - Legal | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
Asurion
April
16,
***
***
*** *** ***
Alexandria,
LA 71303
Complaint
ID#***
Dear
Ms***,
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:
TV sent for repairLeft my home
operable but showing dark spotsTold this not coveredDidn't leave my home
cracked--still no repair or replacement Product protection bought at *** on
a televisionTV sent by UPS as directed by AsurionTV was fully operation
when it left my homeGot a call from someone saying the TV arrived
"cracked" at the Service Center and that this was not coveredI was
baffled because the product was not crackedI tried to explain over and over
again that the TV was not damaged when it left my homeThe more I said it, the
more I was told, "We have policies/procedures" and we have to stand
behind them." At this time, I have no TV and no refund of my nearly $
What do you do when something like this happens with your customers? Apparently
you do nothingSpoke to someone at the service center on 04/03/2015, who was
rude and ugly who replied, "It doesn't matter where it happenedIt's not
coveredYou need to call UPS and file a claim." He said "We have
pictures..." I informed him that the pictures prove nothing except that
damage occurredIn a sense it was if I was being called a liarThus, I am out
of my product and my moneyIs it possible there is fraud? Could this have
happened at the service center itself? How do I know any of what you say is the
truth about what happened to the television or how it got
"Cracked"? By the time the
call was received from the service center the TV had been outside my possession
for about weeksTelevision and plan purchased 12/It was a inch
*** ***)The television was bought cash (debit card) at *** in
Pineville, LouisianaI have the receipt for purchaseIt has been away from my
home almost weeks.
The
following is the desired resolution listed in your complaint:
At this point the TV probably cannot be
repairedIt would be a replacement or refund.
A
review of your service history for the service plan you purchased has been
completedThe research revealed a Resolution Specialist named Leigh Ann called
you on April 9th and left a voicemail asking you to return her call
at your convenience to discuss your concernsA decision was made on April 13th
to reimburse you for television for customer satisfaction and Leigh Ann
contacted you and explained the time frame and confirmed your addressThe
reimbursement check in the amount of $(purchase price plus tax) should
be received if to business days.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
January 19,
*** ***
*** *** ***
Laguna Niguel, CA ***
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 you submitted a
repair request with N.E.Wfor a *** laptop computer that was dam***d. You were advised the laptop was repaired,
however you received what you believed was a refurbished laptop. The laptop that was returned to you would not
power onYou notified N.E.Wthe laptop was not working properly and were told
your extended service plan had expired and no assistance would be providedYou
requested to speak with a supervisorWhen you were connected the line went
dead
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price which is
what you were advised would happen when you purchased the laptop
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed two claims were submitted for two different laptops which were both in
your son’s possession when he stumbled and fellYou confirmed you received a
reimbursement for one of the laptop computersYou were advised the other
laptop was repaired, but you believe it was replaced with a refurbished unit
that would not power onYou contacted N.E.W
The person you spoke with confirmed the call was disconnectedThis
representative should have attempted to call you backYou indicated you did
not make a return call due to the difficulty you had getting through to a
representative and the additional effort required to speak with a supervisor
The representative you spoke with added notes that he would submit a rework
order requestAfter the call with you was dropped, no further action with your
claim occurred
I spoke with you to discuss your
concernsI indicated we should have made an additional attempt to contact you after
the phone call was disconnectedAs we did not and the length of time was now
greater than six weeks since you submitted your claim, I offered to reimburse
the purchase price you paid for the laptopYou stated this would be a
satisfactory resolution to your complaintI will provide you with status updates
of the reimbursement as I receive them
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
Asurion
January 26,
*** ***
*** *** *** ***
Middleburg, FL
Case # ***
MrJohnson,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern
Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
Your complaint filed with the Revdex.com is
summarized below
You purchased a remote control toy helicopter at *** * ** with a Replacement
Plan administered by N.E.W. The toy
began erratic and unstable flying eventually landing in a retention pondYou
were advised the toy helicopter must be returned in order to be covered under
the replacement PlanThe terms of service provided at the time of purchase do
not clearly state coverage is not provided for lost items
The desired resolution listed in
your complaint is to receive a replacement of the covered device and refund of
the purchase price paid for the Replacement Plan
A review of your service history
for the Replacement Plan you purchased has been completedThe research revealed
you first contacted N.E.WJanuary
12, to submit a claim for the toy helicopter that fell in a retention
pondYou were advised the product must be returned to N.E.Wfor the claim to be processedIn the terms and conditions
there is a section labeled For
Replacement PlansIn this section you will read the following:
This contract covers the replacement of your product in the event your
product experiences a breakdown which is not covered under any insurance policy
or any other warranty or service contractWe will, at our discretion, replace
the product with a product of like kind and quality that performs to the
factory specifications of the original product, or reimburse you for the
purchase price of the product, including sales tax, with a check, when required
due to a breakdown. This Contract
includes coverage for breakdowns due to Accidental Damage from Handling (ADH)
for portable products. You are required to ship the
Product to us for replacement; we will pay for the cost of shipping your
product to usAt our sole discretion, we may require that you return the
covered product to us as a condition to receiving a replacement product
The service history notes
indicate you called back on January 14, 2015.
A reimbursement request has been approved with a prepaid return shipping
label sent to your e-mail address. Once
our service center receives the product a reimbursement of the purchase price
paid including sales tax will be issued to you
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN
February 19,
*** ***
*** *** ***
Bowie, MD ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,
under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com you
contacted N.E.WNovember 4, to submit a claim for your *** tabletA
prepaid return shipping label was to have been provided to you so that you
could forward the tablet to our service centerAs of February 1, you had
not received the return shipping labelYou have spoken with several
supervisors without resolution
The desired resolution listed in
your complaint is for N.E.Whonor
the Protection Plan and replace your tablet
A review of your service history
for the service plan you purchased has been completedThe research confirmed you
contacted N.E.WNovember 4,
regarding your tablet. Our service
history notes reflect the service center assigned to your claim sent a return shipping
label to you on November 5, The service center added notes on December 4,
that the shipping label was returned to them without explanationThe
service center attempted to resend a label the same day. Six additional attempts to have a shipping
label sent to you occurred between January 2, and February 3, 2015. A request was submitted to have our service
center management group provide a return shipping label to a N.E.Wcustomer relations specialistHe
has stated he did receive the shipping label and has forwarded it to both
e-mail addresses we have on record for you.
If upon receiving this letter you still do not have a return shipping
label please call me at ###-###-####
We regret the inconvenience you
have endured while attempting to have your laptop sent to our service center
All indicators point to a system issue that prevented the shipping labels from
being delivered successfully. 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
June 22,
*** ***
* *** ***
Long
Beach, NJ ***
Case #
***
On behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under
the above
referenced file numberI would like to offer my apology that your experience with
Asurion did not meet your expectations
Asurion Service PlansInc
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience
Asurion strives to provide
world class customer service. Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed
with the Revdex.com, you purchased a *** Elite Dual Sear Gas
Grill in April from The *** *** with a two year replacement planSince
purchasing the grill it has not heated consistently and it is not holding up at
all. You keep the grill covered when not
in use and in a garage during the winter months. You contacted The *** *** and they
provided you with our contact information.
After twice providing Asurion with requested information, you received a
third request for the same information
The desired resolution listed in
your complaint is to receive a full reimbursement of the purchase price
paid.
A review of your service history
for the replacement plan you purchased has been completedThe research
confirmed you contacted Asurion April 24, to submit a claim for your
*** grill. A reimbursement of the
purchase price paid was approved pending a review of the receipt confirming purchase
of the grill. On May 4, Asurion did
receive a receipt copy, however the receipt did not have an itemized breakdown
confirming purchase of both a grill and the protection plan. On May 21, a receipt copy was marked as
received and approved for reimbursement of the purchase price paid for the
grill. A reimbursement check was issued on May 27,
2015. I attempted to call you at the
phone number provided to the Revdex.com, but received a message
that the “call could not be completed as dialed”. If you have not received the reimbursement
check upon receipt of this letter, please contact me directly at ###-###-#### 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
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,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: there website does not say that I cant have *** come here iam at the hospita and had majar surgery iam use my laptop here nobody will be there not sure when I am geting out summer here I just want to buy a new fan when I get out of the hospita why wont you work with me asurion I know it you I look you up lots of compants about you I want a check for what I pay for the fan that is all if you dont resolved this it will make asurion look very bad when someone look you up on the intternet they will see the compants about asurion
Regards,
*** * ***
October
16,
*** ** ** ***
*** *** ***
*** ** ***
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 (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:
Your *** was sent to Asurion and
received back two weeks later unrepaired with a letter advising you that it was
still under the manufacturer’s warrantyWhen it was returned to you it was
scratched and would no longer load disks*** advised you Asurion had made
a mistake and your *** would be repairedYou were advised to send your ***
back to Asurion for repair but you declined the offerYou state you are
concerned that your *** could be further damaged
The
desired resolution listed in your complaint is to have the Product Care plans
you purchased for your *** and your *** cancelled and received a
refund for the cost of them.
A review of your service history
for the service plan you purchased has been completedThe research revealed
your *** was purchased on July 11, The manufacturer’s warranty expired
on July 10, Your *** is eligible for diagnosis for repair under the
Product Care plan you purchased for it
We
spoke on October 14, and discussed your concernsI explained the coverage
of the service plan you purchase for your ***There is power surge protection
provided by N.E.Win the first year
along with the manufacturer’s warranty and then after the manufacturer’s
warranty expires the power surge protection continues along with coverage for
electrical/mechanical failure and material defectI apologized that your
repair was denied in error because N.E.W.’s
portion of the plan was in effect when you initiated your service requestYou
stated you understood but still wanted to cancel the Product Care plans on your
*** and ***I advised a refund of their cost would be forth coming
in to business days via traceable means
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
October 31,
*** ***
*** *** ***
*** ** ***
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
Says they will fix item, and then couldn't fix, offered to send it back because of sentimental valueNow they are offering either orDon't care if it can be fixed but want item back, even if disabled more, gift from grandmaIf you can't fix something then refund should be issued but in the same sense the item has very important meanings coming from my now passed grandmaThanks
The desired resolution listed in your complaint is a refund and a return of the broken item for sentimental reasons
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated September 24, with N.E.Wto repair your damaged necklaceOn October 9, the service center assigned to your claim determined the item could not be repairedA reimbursement of the purchase price paid for the necklace was submitted as that is our procedure when the repair is not possibleYou indicated you spoke with an N.E.Wrepresentative who advised you would be able to receive both a reimbursement of the purchase price paid for the necklace, and have the necklace returned to you as wellA different representative advised you that information was incorrectShe stated you would receive a reimbursement of the purchase price or have the necklace returned, but not both
We spoke together and you described the sentimental attachment you had to the necklaceI advised I wanted to assist you and we agreed that our focus would first be on having the necklace returned to you. Once that could be confirmed we agreed we would discuss your desired resolution to receive a reimbursement of the purchase priceThe service center that received your necklace returned it to you under the *** tracking # *** which indicates it was delivered October 28, I attempted to contact you October 29th and 30th to confirm you received the necklace and discuss the remainder of your desired resolutionI wasn’t able to speak with you but left voicemail messages with a request to call me at your convenienceIf you prefer to correspond via e-mail you may reach me at kp***@asurion.comI look forward to hearing from you
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***
Regards,
Ken P***
Compliance Coordinator
kp***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
October
21,
*** ***
*** *** *** *** ***
*** *
*** ** ***
Complaint
ID#***
Dear
*** ***
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington
DC & Eastern Pennsylvania, under the above referenced file
numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.Woffers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer
service. Each call or letter that comes into N.E.Wregarding
concerns or issues relating to our service plan(s) is thoroughly investigated
According
to your complaint filed with the Revdex.com you state the
following:
Customer service at N.E.Wrefuses to
provide you with an ETA for a refund for a tablet you filed a claim onYour
concern is due to two tablets being claimed at the same time and sent to N.E.W
and you receiving only one refund.
The
desired resolution listed in your complaint is to receive the second refund
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed two claims initiated on October 6, A
$*** gift card was issued on October 8th for the ***
tablet you claimed and it was sent to your email, ***
Notes in your service request indicate you called twice on September 9th
to follow up on the *** gift card for your *** tabletYou were advised of
the process and told you would receive a call once your tablet was shown to be received
by N.E.WA compliant was also posted
to our Facebook page on October 10th regarding the refund of your
*** table not being receivedA call was placed to you on October 10th
to advise N.E.Wwas following up on
your second claim and you would be contactedYou stated you had filed a RevDex.com complaintThe *** gift card for your *** tablet was
emailed to you on October 10th at ***A
system error was determined to have caused the day delay in you receiving the
refund for your *** tablet
We spoke on October 20th and I
apologized for any inconvenienceYou verified that the refund for your second
tablet was received two days after the first one was receivedWhen asked you
had no additional concerns or unanswered questions
This
response provides you with the necessary information to close out this
complaint filed against N.E.WIf we
can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
June 10,
*** ***
*** *** *** ***
Brunswick, GA
***
Complaint
ID#***
Dear *** ***,
On behalf of
Asurion, please accept this letter in response to your inquiry filed with the
RevDex.com of Metro Washington DC & Eastern Pennsylvania, under
the above referenced file numberI would like to offer my apology that your
experience with Asurion did not meet your expectations
Asurion Service PlansInc(Asurion), is a provider of extended
service plans, buyer protection services and product support programs that
serves more top consumer electronics retailers than any other provider. Asurion
offers retailers and manufacturers innovative, customizable solutions for the
delivery of customer service and support throughout the product ownership
experience
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated
According to
your complaint filed with the Revdex.com you state the following:
I purchase a flat screen
television back and the year service warranty at the local *** store in
FebOn March 31, I filed a claimed and had my original receiptThe
receipt was faded as told the CSR on the phone and we were trying to make out the
numbers and letters of the service plan I purchasedShe asked me did I want to
use my one time courtesy claim and I paused to think about it and told her no I
didn'tIn this same conversion on the phone I asked her did I need to mail the
receipt because I didn't want to these people to think I was trying to commit
some type of fraud and she stated no and I would be fineI gave her my
information which includes my email address and at the end of the conversation
she stated that I would receive a shipping label and she other information on
how to complete the claimAbout days or less went by and I realize I have
not received any information on my claim, so I call back and when I spoke with
the CSR she told me that the wrong email had been entered into the system and
she was going to correct that and then she transferred me over to the claims
departmentI spoke with the lady and she said that all I need to do was
provide proof of purchase by the form of the original receipt and I told her I
had it but it was faded and she told me that if the barcode was able to scan
the store could scan that for me and print me out another receiptThe CSR also
stated that she would send me the information on how to send the receiptSo
when I go home and began looking for the receipt, I realize that I lost the
receipt and immediately began corresponding with the lady I was on the phone
with via email, I also kept this email to provide proof if so need beShe told
me that they could not assist me if I didn't have the receiptI explain to her
when I filed the claim a week ago I had and due to the error of the agent I
should not be held accountable and if someone could listen to the original call
you could clearly see I had the receipt, she in return me told meThere was
nothing they could doFor the next weeks I have spoken with a several CSR
and supervisor name Donna and they told me the same thingI have put in a
request for the original call to be listen to but no has submitted one and the
last person I spoke with told me they don't do that and she was a CSRI feel
like I have been given the run around because of a mistake
The following is
the desired resolution listed in your complaint:
“I would like a refund or
replacement but more import.”
A review of your
service history for the replacement plan you purchased has been completedThe
research revealed numerous conversations with Asurion regarding you not having
your receipt and your local store not being able to provide oneA one-time
exception was made as a customer courtesy to pay your clam without the receipt
being submittedA gift card for $was issued on June 10th and
a message was left on your voicemail advising the gift card should be received
in to hours
We regret that
your claims experience has been less than satisfactory and value you as our
customerPlease accept my apology for any inconvenience the delay in your
claim being completed may have caused
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,
Cynthia R***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
April 1,
*** *** ***
*** *** *** *** ***
Byron, 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 case numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com, on
November 30, you purchased a laptop computer from *** *** with an extended
Service Plan for your sonIn January he submitted a claim for the laptop to be
repairedThe laptop was forwarded to our service center as instructedYour
son called to check on the status of the repairHe was informed the service
center could not complete the repair and that he would receive a reimbursement
of the purchase price paid as a resultAfter your son did not receive the
check in a timely manner he called to inquire on its whereaboutsHe was
advised a second check would be issuedAnother two weeks went by with no check
receivedYou called to check on the status of the reimbursementYou were
informed as two checks had been issued previously, the “system” would not allow
a third check to be processed. A
reimbursement via gift card would be issued insteadAfter the gift card was
not received as expected, follow up calls to N.E.Wresulted in a myriad of
different explanations as to what occurred
The desired resolution listed in
your complaint is for your son to be able to go to an *** *** or *** *** store in his home town of Fort Collins, COand receive a replacement
laptop
I spoke with you Tuesday March
31, 2015. We discussed your experience
with our companyYou shared with me the frustration that was caused by each
person you spoke with at N.E.W
providing different or conflicting informationYou advised me that the gift
card reimbursement had been received and that you considered the matter to be
resolved. I apologized for the poor
experience and advised we would review the claim history to determine where the
communication went awry in an effort to prevent the same experience from
occurring with other subscribersWe ended our conversation with me providing
my direct contact information to you with a request for you to call me directly
should you have any other concerns or questions
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ***
Regards,
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,
*** ***
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.
I would like to thank the Revdex.com for your assistance on this matter.
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,
*** ***
February 27,
*** ***
*** *** *** *** *
Charlotte, 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,
N.E.Wfailed to respond to repeated phone call requests to speak with
management regarding a television that was damaged in transit by ***
The desired resolution listed in
your complaint is to receive a replacement television or a reimbursement of the
purchase price including the cost of the Service Plan
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed a service repair for your television was completed January 16,
The television was returned to you, however it was received with damage caused
during shippingThe television was returned to the service center with
information a damage claim had been filed with ***Between February 6,
and February 12, you requested call backs with status updatesOn February
13, a reimbursement via gift card of the full purchase price paid for the
television was approved and submittedYou informed N.E.Wthe following day you wished to receive a check rather than
a gift cardA stop payment request was submitted and a check payable to you
was issued February 20, to be sent to the address at the top of this
letterIf you have not received the check upon receiving this response to your
complaint please call me directly at ###-###-####
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
March 5,
*** and *** ***
*** *** ***
Hixson, TN
Case # ***
Mrand Mrs***,
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 washer and dryer with a year extended warrantyThe washer has
broken six times in six monthsEach time service is required you have to wait
a week for a technician, another week for parts to be delivered, and then
another week for the technician to install the partsOn one repair visit the
technician improperly installed parts causing damage to the washing machine
There have been service appointments canceled without the service center
informing you of the cancelations, resulting in unnecessary time off from work
The desired resolution listed in
your complaint is for the washer to be replaced and to receive compensation for
two days work missed due to the service center failing to keep appointments
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed N.E.Wwas first notified of
an issue with your washer on September 2, You were advised to contact the
manufacturer as it was still under the manufacturer’s warrantyN.E.Wwas notified November 6, of
an issue with the washer leaking waterA service request was approved and
assigned id # ***Parts were required to complete the repairThe service
history notes indicate the bellow and tub fins, also known as baffles, were
replacedThe service request was completed November 21, 2014. A second request for service was submitted
January 2, and assigned id # *** due to the wash cycle not working
properlyThis repair was marked as complete January 8, after the bellow
was adjusted and the tub fins securedThe third service request assigned id #
*** was initiated January 29, with a note that the washer displayed Error
Code Eand would not spinParts necessary to perform the repair were ordered
February 4, On February 11, a technician performed repairs to your
washer, however it was discovered additional parts were necessary to complete
the repairAn appointment to complete the repair was scheduled for February
18, 2015, however that appointment was rescheduled for February 24, The
technician added notes indicating the repair was completed and the washer
tested successfully
The request to provide a
reimbursement of the purchase price paid for the washer under the “no lemon”
policy was not approved as the terms and conditions of the Service Plan dictate
the product must be serviced three times for the same issue and then require a
fourth service request for the same issueRepairs performed under the
manufacturer’s warranty do not apply towards the “no lemon” policyWhile the third
and final repair required additional visits to your home, it was still
considered one service request.
The Service Plan does not provide
coverage for incidental damages such as time off from workAs such we are
unable to compensate you for work days missed due to reschedulingI 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 ###-###-####Should
any further issues arise with your washer I would also encourage you to contact
me directly for assistance
Regards,
Ken Page
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** * *** *** |
Nashville, TN
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 Today, a service call was completed by *** *** TV Service at my home at the request of Ken P***They were able to determine in a few minutes that there is an issue with the TVThey identified an issue with the TV panel or lampsThey indicated they would contact Ken Page directly regarding the repair costsI will accept reimbursement of the repair cost or the full price of the television plus tax.The service technician did mention that he did not believe there was any way that the repairman at the warranty company would not have identified an issue with the television having it for as long as they did, supposedly testing it for the entire time
Regards,
*** ***
January 8,
*** ***
*** *** *** ***
Canyon Country, CA ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern
Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is
summarized below
You purchased a tablet at *** July 8, with a year
replacement Plan administered by N.E.W.
After the tablet stopped working you submitted a claim with N.E.W. You submitted the tablet as requested to a
service centerLater you received an e-mail requesting a copy of the original
purchase receiptOn November 20, you submitted the receipt copy to the
e-mail address you were instructed to send it to. As of the date you submitted your complaint
you had not received any information regarding the status of your claim or the
expected reimbursement
The desired resolution listed in
your complaint is to receive a reimbursement for the purchase price including
sales tax paid for the tablet
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed your claim was initiated November 8, A reimbursement via check
was to be issued upon claim completionOur records reflect the tablet was
received and checked in at our service center November 17, 2014. On November 20, it was determined a
receipt copy confirming the purchase of both the tablet and the Plan was
required to complete the claimWe sent an e-mail to you requesting the receipt
on November 20, 2014. At this point I
believe a breakdown in communication occurredThere was no history of N.E.Wreceiving your receipt copy.
It was only after receiving your complaint on December 19, that we
were informed you submitted the receipt.
A reimbursement in the amount of $was approved and invoiced
December 24, I left a voicemail message the same day advising you of the
reimbursement status
We do appreciate your business
and regret your experience was less than satisfactoryI hope this response
provides you with the necessary information to close out this complaint filed
against N.E.WIf we can be of further assistance to you regarding this
matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
v
January 19,
*** ***
*** *** ***
Long Branch, NJ ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,
under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
Your complaint filed with the Revdex.com is
summarized below
You purchased a *** keyboard at Guitar Center with a replacement
plan administered by N.E.W. You
submitted the keyboard to N.E.Win August for repair after it was broken
Since that time you have not received the keyboard back as repaired, nor a
replacement keyboard or a reimbursement of the purchase price paid for the
keyboard
The desired resolution listed in
your complaint is to receive a replacement keyboard and reimbursement of the
price paid for the replacement plan
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WJune
24, to report an issue with your keyboardN.E.Wlocated a service center approved by *** to repair you
keyboardA prepaid return shipping label was provided so you were able to
forward the keyboard to the service center which received it August 17, You
contacted N.E.WSeptember 19, for a status updateThe only available
information was that the service center had received the keyboardYou were
provided with the phone number for the service center so you could contact them
directlyOn November 12, you contacted N.E.Wagain for an updateThe
service center informed us the keyboard was received with no paperwork or
contact information for youThey were unable to begin service until they spoke
with you in SeptemberThey estimated an additional two weeks would be
requiredOn November 21, you requested a reimbursement of the purchase
price paid for they keyboard due to the extended length of time that passed
since the keyboard was submitted for repairUpon contacting the service
center, we were informed the keyboard was not a *** product and because of
this no repairs were performedA decision to provide you with a reimbursement
of the purchase price paid for the keyboard was approved January 10, A
gift card for the purchase price including taxes was invoiced January 14,
If you have not received it by January 24, please contact me directly at
###-###-####
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator - Legal | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
Asurion
April
16,
***
***
*** *** ***
Alexandria,
LA 71303
Complaint
ID#***
Dear
Ms***,
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:
TV sent for repairLeft my home
operable but showing dark spotsTold this not coveredDidn't leave my home
cracked--still no repair or replacement Product protection bought at *** on
a televisionTV sent by UPS as directed by AsurionTV was fully operation
when it left my homeGot a call from someone saying the TV arrived
"cracked" at the Service Center and that this was not coveredI was
baffled because the product was not crackedI tried to explain over and over
again that the TV was not damaged when it left my homeThe more I said it, the
more I was told, "We have policies/procedures" and we have to stand
behind them." At this time, I have no TV and no refund of my nearly $
What do you do when something like this happens with your customers? Apparently
you do nothingSpoke to someone at the service center on 04/03/2015, who was
rude and ugly who replied, "It doesn't matter where it happenedIt's not
coveredYou need to call UPS and file a claim." He said "We have
pictures..." I informed him that the pictures prove nothing except that
damage occurredIn a sense it was if I was being called a liarThus, I am out
of my product and my moneyIs it possible there is fraud? Could this have
happened at the service center itself? How do I know any of what you say is the
truth about what happened to the television or how it got
"Cracked"? By the time the
call was received from the service center the TV had been outside my possession
for about weeksTelevision and plan purchased 12/It was a inch
*** ***)The television was bought cash (debit card) at *** in
Pineville, LouisianaI have the receipt for purchaseIt has been away from my
home almost weeks.
The
following is the desired resolution listed in your complaint:
At this point the TV probably cannot be
repairedIt would be a replacement or refund.
A
review of your service history for the service plan you purchased has been
completedThe research revealed a Resolution Specialist named Leigh Ann called
you on April 9th and left a voicemail asking you to return her call
at your convenience to discuss your concernsA decision was made on April 13th
to reimburse you for television for customer satisfaction and Leigh Ann
contacted you and explained the time frame and confirmed your addressThe
reimbursement check in the amount of $(purchase price plus tax) should
be received if to business days.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
January 19,
*** ***
*** *** ***
Laguna Niguel, CA ***
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 you submitted a
repair request with N.E.Wfor a *** laptop computer that was dam***d. You were advised the laptop was repaired,
however you received what you believed was a refurbished laptop. The laptop that was returned to you would not
power onYou notified N.E.Wthe laptop was not working properly and were told
your extended service plan had expired and no assistance would be providedYou
requested to speak with a supervisorWhen you were connected the line went
dead
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price which is
what you were advised would happen when you purchased the laptop
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed two claims were submitted for two different laptops which were both in
your son’s possession when he stumbled and fellYou confirmed you received a
reimbursement for one of the laptop computersYou were advised the other
laptop was repaired, but you believe it was replaced with a refurbished unit
that would not power onYou contacted N.E.W
The person you spoke with confirmed the call was disconnectedThis
representative should have attempted to call you backYou indicated you did
not make a return call due to the difficulty you had getting through to a
representative and the additional effort required to speak with a supervisor
The representative you spoke with added notes that he would submit a rework
order requestAfter the call with you was dropped, no further action with your
claim occurred
I spoke with you to discuss your
concernsI indicated we should have made an additional attempt to contact you after
the phone call was disconnectedAs we did not and the length of time was now
greater than six weeks since you submitted your claim, I offered to reimburse
the purchase price you paid for the laptopYou stated this would be a
satisfactory resolution to your complaintI will provide you with status updates
of the reimbursement as I receive them
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
Asurion
January 26,
*** ***
*** *** *** ***
Middleburg, FL
Case # ***
MrJohnson,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern
Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
Your complaint filed with the Revdex.com is
summarized below
You purchased a remote control toy helicopter at *** * ** with a Replacement
Plan administered by N.E.W. The toy
began erratic and unstable flying eventually landing in a retention pondYou
were advised the toy helicopter must be returned in order to be covered under
the replacement PlanThe terms of service provided at the time of purchase do
not clearly state coverage is not provided for lost items
The desired resolution listed in
your complaint is to receive a replacement of the covered device and refund of
the purchase price paid for the Replacement Plan
A review of your service history
for the Replacement Plan you purchased has been completedThe research revealed
you first contacted N.E.WJanuary
12, to submit a claim for the toy helicopter that fell in a retention
pondYou were advised the product must be returned to N.E.Wfor the claim to be processedIn the terms and conditions
there is a section labeled For
Replacement PlansIn this section you will read the following:
This contract covers the replacement of your product in the event your
product experiences a breakdown which is not covered under any insurance policy
or any other warranty or service contractWe will, at our discretion, replace
the product with a product of like kind and quality that performs to the
factory specifications of the original product, or reimburse you for the
purchase price of the product, including sales tax, with a check, when required
due to a breakdown. This Contract
includes coverage for breakdowns due to Accidental Damage from Handling (ADH)
for portable products. You are required to ship the
Product to us for replacement; we will pay for the cost of shipping your
product to usAt our sole discretion, we may require that you return the
covered product to us as a condition to receiving a replacement product
The service history notes
indicate you called back on January 14, 2015.
A reimbursement request has been approved with a prepaid return shipping
label sent to your e-mail address. Once
our service center receives the product a reimbursement of the purchase price
paid including sales tax will be issued to you
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN
February 19,
*** ***
*** *** ***
Bowie, MD ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,
under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com you
contacted N.E.WNovember 4, to submit a claim for your *** tabletA
prepaid return shipping label was to have been provided to you so that you
could forward the tablet to our service centerAs of February 1, you had
not received the return shipping labelYou have spoken with several
supervisors without resolution
The desired resolution listed in
your complaint is for N.E.Whonor
the Protection Plan and replace your tablet
A review of your service history
for the service plan you purchased has been completedThe research confirmed you
contacted N.E.WNovember 4,
regarding your tablet. Our service
history notes reflect the service center assigned to your claim sent a return shipping
label to you on November 5, The service center added notes on December 4,
that the shipping label was returned to them without explanationThe
service center attempted to resend a label the same day. Six additional attempts to have a shipping
label sent to you occurred between January 2, and February 3, 2015. A request was submitted to have our service
center management group provide a return shipping label to a N.E.Wcustomer relations specialistHe
has stated he did receive the shipping label and has forwarded it to both
e-mail addresses we have on record for you.
If upon receiving this letter you still do not have a return shipping
label please call me at ###-###-####
We regret the inconvenience you
have endured while attempting to have your laptop sent to our service center
All indicators point to a system issue that prevented the shipping labels from
being delivered successfully. 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
June 22,
*** ***
* *** ***
Long
Beach, NJ ***
Case #
***
On behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under
the above
referenced file numberI would like to offer my apology that your experience with
Asurion did not meet your expectations
Asurion Service PlansInc
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience
Asurion strives to provide
world class customer service. Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed
with the Revdex.com, you purchased a *** Elite Dual Sear Gas
Grill in April from The *** *** with a two year replacement planSince
purchasing the grill it has not heated consistently and it is not holding up at
all. You keep the grill covered when not
in use and in a garage during the winter months. You contacted The *** *** and they
provided you with our contact information.
After twice providing Asurion with requested information, you received a
third request for the same information
The desired resolution listed in
your complaint is to receive a full reimbursement of the purchase price
paid.
A review of your service history
for the replacement plan you purchased has been completedThe research
confirmed you contacted Asurion April 24, to submit a claim for your
*** grill. A reimbursement of the
purchase price paid was approved pending a review of the receipt confirming purchase
of the grill. On May 4, Asurion did
receive a receipt copy, however the receipt did not have an itemized breakdown
confirming purchase of both a grill and the protection plan. On May 21, a receipt copy was marked as
received and approved for reimbursement of the purchase price paid for the
grill. A reimbursement check was issued on May 27,
2015. I attempted to call you at the
phone number provided to the Revdex.com, but received a message
that the “call could not be completed as dialed”. If you have not received the reimbursement
check upon receipt of this letter, please contact me directly at ###-###-#### 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
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,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: there website does not say that I cant have *** come here iam at the hospita and had majar surgery iam use my laptop here nobody will be there not sure when I am geting out summer here I just want to buy a new fan when I get out of the hospita why wont you work with me asurion I know it you I look you up lots of compants about you I want a check for what I pay for the fan that is all if you dont resolved this it will make asurion look very bad when someone look you up on the intternet they will see the compants about asurion
Regards,
*** * ***
October
16,
*** ** ** ***
*** *** ***
*** ** ***
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 (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:
Your *** was sent to Asurion and
received back two weeks later unrepaired with a letter advising you that it was
still under the manufacturer’s warrantyWhen it was returned to you it was
scratched and would no longer load disks*** advised you Asurion had made
a mistake and your *** would be repairedYou were advised to send your ***
back to Asurion for repair but you declined the offerYou state you are
concerned that your *** could be further damaged
The
desired resolution listed in your complaint is to have the Product Care plans
you purchased for your *** and your *** cancelled and received a
refund for the cost of them.
A review of your service history
for the service plan you purchased has been completedThe research revealed
your *** was purchased on July 11, The manufacturer’s warranty expired
on July 10, Your *** is eligible for diagnosis for repair under the
Product Care plan you purchased for it
We
spoke on October 14, and discussed your concernsI explained the coverage
of the service plan you purchase for your ***There is power surge protection
provided by N.E.Win the first year
along with the manufacturer’s warranty and then after the manufacturer’s
warranty expires the power surge protection continues along with coverage for
electrical/mechanical failure and material defectI apologized that your
repair was denied in error because N.E.W.’s
portion of the plan was in effect when you initiated your service requestYou
stated you understood but still wanted to cancel the Product Care plans on your
*** and ***I advised a refund of their cost would be forth coming
in to business days via traceable means
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
October 31,
*** ***
*** *** ***
*** ** ***
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
Says they will fix item, and then couldn't fix, offered to send it back because of sentimental valueNow they are offering either orDon't care if it can be fixed but want item back, even if disabled more, gift from grandmaIf you can't fix something then refund should be issued but in the same sense the item has very important meanings coming from my now passed grandmaThanks
The desired resolution listed in your complaint is a refund and a return of the broken item for sentimental reasons
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated September 24, with N.E.Wto repair your damaged necklaceOn October 9, the service center assigned to your claim determined the item could not be repairedA reimbursement of the purchase price paid for the necklace was submitted as that is our procedure when the repair is not possibleYou indicated you spoke with an N.E.Wrepresentative who advised you would be able to receive both a reimbursement of the purchase price paid for the necklace, and have the necklace returned to you as wellA different representative advised you that information was incorrectShe stated you would receive a reimbursement of the purchase price or have the necklace returned, but not both
We spoke together and you described the sentimental attachment you had to the necklaceI advised I wanted to assist you and we agreed that our focus would first be on having the necklace returned to you. Once that could be confirmed we agreed we would discuss your desired resolution to receive a reimbursement of the purchase priceThe service center that received your necklace returned it to you under the *** tracking # *** which indicates it was delivered October 28, I attempted to contact you October 29th and 30th to confirm you received the necklace and discuss the remainder of your desired resolutionI wasn’t able to speak with you but left voicemail messages with a request to call me at your convenienceIf you prefer to correspond via e-mail you may reach me at kp***@asurion.comI look forward to hearing from you
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***
Regards,
Ken P***
Compliance Coordinator
kp***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
October
21,
*** ***
*** *** *** *** ***
*** *
*** ** ***
Complaint
ID#***
Dear
*** ***
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington
DC & Eastern Pennsylvania, under the above referenced file
numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.Woffers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer
service. Each call or letter that comes into N.E.Wregarding
concerns or issues relating to our service plan(s) is thoroughly investigated
According
to your complaint filed with the Revdex.com you state the
following:
Customer service at N.E.Wrefuses to
provide you with an ETA for a refund for a tablet you filed a claim onYour
concern is due to two tablets being claimed at the same time and sent to N.E.W
and you receiving only one refund.
The
desired resolution listed in your complaint is to receive the second refund
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed two claims initiated on October 6, A
$*** gift card was issued on October 8th for the ***
tablet you claimed and it was sent to your email, ***
Notes in your service request indicate you called twice on September 9th
to follow up on the *** gift card for your *** tabletYou were advised of
the process and told you would receive a call once your tablet was shown to be received
by N.E.WA compliant was also posted
to our Facebook page on October 10th regarding the refund of your
*** table not being receivedA call was placed to you on October 10th
to advise N.E.Wwas following up on
your second claim and you would be contactedYou stated you had filed a RevDex.com complaintThe *** gift card for your *** tablet was
emailed to you on October 10th at ***A
system error was determined to have caused the day delay in you receiving the
refund for your *** tablet
We spoke on October 20th and I
apologized for any inconvenienceYou verified that the refund for your second
tablet was received two days after the first one was receivedWhen asked you
had no additional concerns or unanswered questions
This
response provides you with the necessary information to close out this
complaint filed against N.E.WIf we
can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com
June 10,
*** ***
*** *** *** ***
Brunswick, GA
***
Complaint
ID#***
Dear *** ***,
On behalf of
Asurion, please accept this letter in response to your inquiry filed with the
RevDex.com of Metro Washington DC & Eastern Pennsylvania, under
the above referenced file numberI would like to offer my apology that your
experience with Asurion did not meet your expectations
Asurion Service PlansInc(Asurion), is a provider of extended
service plans, buyer protection services and product support programs that
serves more top consumer electronics retailers than any other provider. Asurion
offers retailers and manufacturers innovative, customizable solutions for the
delivery of customer service and support throughout the product ownership
experience
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated
According to
your complaint filed with the Revdex.com you state the following:
I purchase a flat screen
television back and the year service warranty at the local *** store in
FebOn March 31, I filed a claimed and had my original receiptThe
receipt was faded as told the CSR on the phone and we were trying to make out the
numbers and letters of the service plan I purchasedShe asked me did I want to
use my one time courtesy claim and I paused to think about it and told her no I
didn'tIn this same conversion on the phone I asked her did I need to mail the
receipt because I didn't want to these people to think I was trying to commit
some type of fraud and she stated no and I would be fineI gave her my
information which includes my email address and at the end of the conversation
she stated that I would receive a shipping label and she other information on
how to complete the claimAbout days or less went by and I realize I have
not received any information on my claim, so I call back and when I spoke with
the CSR she told me that the wrong email had been entered into the system and
she was going to correct that and then she transferred me over to the claims
departmentI spoke with the lady and she said that all I need to do was
provide proof of purchase by the form of the original receipt and I told her I
had it but it was faded and she told me that if the barcode was able to scan
the store could scan that for me and print me out another receiptThe CSR also
stated that she would send me the information on how to send the receiptSo
when I go home and began looking for the receipt, I realize that I lost the
receipt and immediately began corresponding with the lady I was on the phone
with via email, I also kept this email to provide proof if so need beShe told
me that they could not assist me if I didn't have the receiptI explain to her
when I filed the claim a week ago I had and due to the error of the agent I
should not be held accountable and if someone could listen to the original call
you could clearly see I had the receipt, she in return me told meThere was
nothing they could doFor the next weeks I have spoken with a several CSR
and supervisor name Donna and they told me the same thingI have put in a
request for the original call to be listen to but no has submitted one and the
last person I spoke with told me they don't do that and she was a CSRI feel
like I have been given the run around because of a mistake
The following is
the desired resolution listed in your complaint:
“I would like a refund or
replacement but more import.”
A review of your
service history for the replacement plan you purchased has been completedThe
research revealed numerous conversations with Asurion regarding you not having
your receipt and your local store not being able to provide oneA one-time
exception was made as a customer courtesy to pay your clam without the receipt
being submittedA gift card for $was issued on June 10th and
a message was left on your voicemail advising the gift card should be received
in to hours
We regret that
your claims experience has been less than satisfactory and value you as our
customerPlease accept my apology for any inconvenience the delay in your
claim being completed may have caused
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,
Cynthia R***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com
April 1,
*** *** ***
*** *** *** *** ***
Byron, 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 case numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com, on
November 30, you purchased a laptop computer from *** *** with an extended
Service Plan for your sonIn January he submitted a claim for the laptop to be
repairedThe laptop was forwarded to our service center as instructedYour
son called to check on the status of the repairHe was informed the service
center could not complete the repair and that he would receive a reimbursement
of the purchase price paid as a resultAfter your son did not receive the
check in a timely manner he called to inquire on its whereaboutsHe was
advised a second check would be issuedAnother two weeks went by with no check
receivedYou called to check on the status of the reimbursementYou were
informed as two checks had been issued previously, the “system” would not allow
a third check to be processed. A
reimbursement via gift card would be issued insteadAfter the gift card was
not received as expected, follow up calls to N.E.Wresulted in a myriad of
different explanations as to what occurred
The desired resolution listed in
your complaint is for your son to be able to go to an *** *** or *** *** store in his home town of Fort Collins, COand receive a replacement
laptop
I spoke with you Tuesday March
31, 2015. We discussed your experience
with our companyYou shared with me the frustration that was caused by each
person you spoke with at N.E.W
providing different or conflicting informationYou advised me that the gift
card reimbursement had been received and that you considered the matter to be
resolved. I apologized for the poor
experience and advised we would review the claim history to determine where the
communication went awry in an effort to prevent the same experience from
occurring with other subscribersWe ended our conversation with me providing
my direct contact information to you with a request for you to call me directly
should you have any other concerns or questions
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ***
Regards,
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,
*** ***