[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:
Regards,
*** ***
I never received an email yes I let time pass after I was told I would receive a shipping labelBecause one I just said I wasn't going to worry about it because it was no way I could send that box
And #I has just *** ** *** so therefore I went into a state of depression But when I just recently found out about bulky items a light bulb went off in my head I felt like I was played and that was wrongOn so many levels because the rep new it was noway that box could be shipped
March 19,
*** ***
*** *** *** ***
*** ** ***
*** * ***
*** ***
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 purchased a big stand fan which stopped working
You contacted N.E.Wand were advised you would receive a *** return shipping
label, which you were to use to have the fan sent to our depot centerYou had concerns about sending such a large
item. Your Plan expired before the claim
was completed. You were later advised
smaller items are required to be sent to a depot center before receiving a
reimbursement, however for larger bulky items the customer just receives a gift
card reimbursementWhen you submitted your claim this was not the information
provided to youYou forgot about your claim while caring for your grandmother
and the Plan expiredYou feel because you were given incorrect information
regarding the return of your product you should be reimbursed the purchase
price paid for the fan
The
desired resolution listed in your complaint is to be reimbursed for the
purchase price you paid for the fan
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed you contacted N.E.WDecember 12, regarding a fan not working properlyA
prepaid *** return shipping label was provided to youAfter no contact from
you in over five months, an e-mail was sent to you May 27, with a request
to contact our claims center to continue the claimOn June 15, the claim
was closed due to no activity after we did not receive a responseThe claim
remained open after the expiration date of your Plan on June 9, 2014. We also would have completed the claim up to
days after the expiration of your Plan.
You
were sent a return shipping label due the fan being registered in our system as
a *** “portable fan”You state twice in your complaint that you had concerns
about the size of the fan when you submitted the claim, but you did not mention
this to the customer service representative who would have addressed the
matterHad you contacted N.E.Wat any point from the date the
claim was initiated through days past the expiration date of your Plan we
would have provided assistanceWe respectfully submit that we attempted to
reach you with a request to contact our claim center before the claim was
closedAs the only contact with you after the claim was initiated was more
than a year later, and more than eight months after the Plan expired, we are
unable to provide your desired resolution.
We
regret your experience with N.E.W
has been less than satisfactoryI 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
*** *** *** * *** *** * *** ** ***
December 19,
*** ***
*** *** *** ***
Baton Rouge, LA ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above
referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You submitted a claim with Asurion early in October for a coffee maker originally purchased at ***After repeated requests for an update on the status of your claim, you have only been advised that it is pending and that you would receive a notification within ten daysAs of November 26, you have not received any type of communication from Asurion regarding your claim
The desired resolution listed in your complaint is for your warranty to be honored so you are able to replace your coffee maker
A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim for a coffee maker was initiated October 21, A return shipping label was provided to you so that you could forward the product to N.E.W. The coffee maker was shipped to N.E.WOctober 28, and delivered October 30, 2014. N.E.Wrequested a receipt for the coffee maker October 29, however you indicated it was a gift and did not have oneNo further action occurred on your claim until December 11, when the reimbursement of the purchase price paid for the product was approvedOur records indicate the reimbursement was issued in the form of a *** gift card December 11, and mailed to the address at the top of this letterIf the has not been received after ten business days we will gladly reissue another gift card reimbursement
We are still researching the reason no action took place during the month of November for your claimIt is our intention to discover the root cause and take action to prevent this scenario from reoccurring with other customers
We at N.E.Wappreciate 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
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
April 9,
*** ***
*** *** *** ***
Los Angeles, 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
According to your complaint filed with the Revdex.com, you
purchased a inch television with an extended protection plan on February 24,
from ***On March 15, the television failed to turn on using
either the remote control, or by manually pressing the power buttonYou
contacted N.E.Wto submit a claimYou were informed a prepaid return shipping
label would be provided for you to use to send the television to an authorized
service centerThis was not acceptable to youYou believe that because the
purchase price of the television was greater than $150.00, a replacement
television should have been delivered to your home and the non-working
television disposed of
The desired resolution listed in
your complaint is to have a replacement television delivered to your residence
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed N.E.Wwas contacted March
19, regarding a problem with your televisionAn effort to troubleshoot
the problem was unsuccessful. A repair
was approved with our service center providing you a prepaid return label and
shipping box so that you could forward the television for repairYou were unsatisfied
with this arrangement and escalated the claim due to the time frame that would
be required to repair the televisionA corporate resolution specialist
contacted you March 20, to discuss your concernsShe submitted a request
to provide a reimbursement of the purchase price you paid for the television
including sales tax via e-gift card. The
reimbursement was invoiced March 24, The resolution specialist attempted
to contact you March 25, to confirm you received the e-gift card that was
sent to your e-mail addressThere was no answer or voicemail for her to leave
a messageShe reattempted to contact you April 2, On this call, the
resolution specialist was able to speak with a female who indicated she would
inform you of our attempt to speak with youIf you have any further concerns
or questions you are welcome to contact me directly at ###-###-####
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
December 18,
*** ***
*** *** ***
Blue Island, IL ***
Case # ***
*** ***,
N.E.Wreceived your rebuttal to our original response letter addressing your complaint. Your original complaint is summarized again below
You initiated a claim with N.E.Wfor a laptop computer in need of repair during the policy period, but never sent itWhen you contacted N.E.Wyou were advised your extended service plan expired and the claim had been canceled. You requested the claim be reopened but were deniedYou were not advised of a time limit to complete the claim, and you are uncertain why the claim cannot be reopened as you initiated the claim while the policy was in effect
Our original reply to your complaint is summarized below
N.E.Wapproved a service request for your claim March 24, and provided you with a prepaid return shipping label so that you could forward it to the assigned service centerYou did not send the laptop to the service center and the service request was canceled after days. We had no further contact with you for almost three years after you first contacted N.E.Wto submit your claimWhen you did contact N.E.Wagain, your service Plan with our company had expired almost two years priorHad you contacted N.E.Wprior to you the expiration of your Plan, or even within thirty days after the expiration, we would have reopened your service request and repaired your laptop
Your rebuttal statement is copied below
I feel since my claim was made within the policy period my claim should be honoredIn addition I was never provided with any information stating I had a certain time frame to complete my claim
Our response to your latest comments remains unchanged
It is unreasonable to expect N.E.Wto complete a claim that was initiated almost three years ago for a Plan that expired almost two years ago. Even though your service request was canceled after days with no contact from you, we could have reopened it while your Plan was still in effectHad you contacted N.E.Wduring the time period your Plan was active, or even thirty days past the expiration, we would have gladly resubmitted the repair requestAs you waited almost two years after the Plan expired to follow up on your claim, we respectfully decline to resubmit a service request
You remain welcome to contact me at the number below if you would like to discuss your complaint further
Kindest regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
December 18,
*** ***
*** *** *** ***
Wolfforth, TX ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above
referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You submitted a claim with Asurion on November 21, for an *** ***You were asked to remove the hard drive and asked your husband to do soYou thought he had, but later advised you he had not and submitted the *** *** as it wasAfter it was received you were informed the claim was denied due to the console being opened which voided the warrantyYour attempts to speak with someone for assistance have been met with transferred calls and no resolution
The desired resolution listed in your complaint is to have a functioning game console
A review of your service history for the replacement plan you purchased has been completedThe research revealed you initiated a claim with N.E.Wfor your *** *** on November 21, A prepaid return shipping label was provided to youThe service center assigned to repair your unit received it December 4, and advised it would be returned unrepaired due to an unauthorized repair attemptDecember 5, you spoke with a representative who listened to your concerns but stated photographs confirmed the tamper seal had been broken and the unit would remain unrepairedOn December 10th a corporate resolution specialist processed a reimbursement of the purchase price you paid for the *** for customer satisfactionWe confirmed with you on December 15, that you had received the reimbursement
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
March 13, 2015
[redacted]
Wallington, CT 06492
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives 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
December 17, 2014 you submitted a claim for a [redacted] electric range which
sustained damage to the glass top. You were advised the claim was approved and
that a part required would be ordered. The [redacted] advised you the part was
backordered with no estimated date of arrival. Later you were advised the claim
was not approved as the issue was considered to be cosmetic which is not
covered. After almost two months the parts ordered from [redacted] have not arrived
and there is no estimated date of arrival.
The desired resolution listed in
your complaint is for the service contract to provide coverage for the damage
sustained to your stove.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted N.E.W. December 17,
2014 to request a repair to your range. The service center assigned to your
claim indicated the first opportunity they had to provide an appointment was
December 29, 2014. Another service
center, [redacted]s Appliance LLC, was located and provided an in-home
appointment December 19, 2014. The
technician who visited your home notified N.E.W.
that the damage to your glass top range was due to a sticky pot that was not
cleaned or removed in a timely manner. The pot solidified to the glass top and
when it was removed the glass cracked. The service center added the following
note to their system, tech diagnosed unit
found a pot got stuck on the top, customer pulled it off and it cracked. Under
the section of the Terms and Conditions for the major appliance Service Plan administered
by N.E.W. labeled: What is Not Covered item # 3 you will
read:
Damage from abuse, misuse, introduction of foreign objects into the
product, unauthorized product modifications or alterations.
Because a service request was
approved, that signifies N.E.W.
authorized and paid a service center to provide an in-home appointment for you.
Only upon discovering the cause of the damage during the in-home appointment was
the claim not approved. The damage sustained to your glass top range is
considered to be misuse and is not a covered peril. N.E.W. has not ordered or authorized anyone to order a part from
[redacted] for your range. As such I am unable to address the backorder status for
the part you mentioned was ordered from [redacted] in your complaint.
We respectfully deny your request
to provide repair service to your [redacted] glass top stove. I hope this response
provides you with the necessary information to close out this complaint filed
against N.E.W. If we can be of further assistance to you regarding this
matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
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 number. I would like to offer my apology that your experience
with Asurion did not meet your
expectations.
Asurion
Service Plans. Inc. (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, it takes an excessive amount of time to receive a
reimbursement for a covered product after shipping the item to Asurion. The stated expectation is a reimbursement
within 24-72 hours. You returned a
covered item via [redacted] on July 23, 2015. After more than a week had passed you
still had not received the reimbursement.
When you call to follow up you are advised “it is still processing.”
The
desired resolution listed in your complaint is for reimbursements to be issued
when we say we will, which is as soon as we are notified by [redacted] that the item
has been dropped off for delivery.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed you initiated a claim with Asurion July 23,
2015 for a tablet purchased online at [redacted].com. The claim was immediately
marked “for review” which specifies the product must be received and inspected
before a reimbursement can be issued. A
prepaid shipping label was provided to you for submitting the tablet to our
depot center. The shipping label was
scanned by [redacted] July 28, 2015 and the tablet was delivered Friday July 31,
2015. A request was submitted the
following Monday August 3rd, to issue to reimbursement
immediately. The reimbursement was
invoiced August 5, 2015 for the full purchase price amount including sales
tax. You provided a confirmation August
5th to Resolution Specialist [redacted] that you did receive the
reimbursement via e-gift card that was sent to your e-mail address.
Asurion
randomly selects some claims for review in an effort to confirm we are
processing claims correctly. Your claim
was randomly selected for review which unfortunately did cause a longer
processing time than what your expectation had been. We regret the inconvenience.
I
hope this response provides you with the necessary information to close out
this complaint filed against Asurion
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted].
[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 [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
May 29, 2015
[redacted]
Warwick, RI [redacted]
Case # [redacted],
N.E.W. received your second rejection of our response
to your complaint filed April 29, 2015 with the Revdex.com.
In your reply, you disputed our statement that you were
required to return another [redacted] fan for a prior claim completed with us. Further research confirmed that N.E.W.
did fulfill a claim in December 2014 for a [redacted] Fan purchased at
[redacted]. The claim was completed
without the return of the product due to it being too bulky to ship. In an effort to provide a better customer
experience and as a good will gesture, we have agreed to complete your claim by
providing a reimbursement of the purchase price paid of $64.99 plus sales tax. You will not be required to return the item
for this claim. Please understand this is an exception and we may require the
return of the product for other claims filed in the future.
I spoke with you Thursday May 28,
2015. You confirmed that you did receive the reimbursement e-gift card.
I hope the information contained
in this letter is sufficient for you to close the complaint filed against N.E.W.
You remain welcome to contact me
by phone at the number below or by e-mail at [redacted]@asurion.com
if you would like to discuss your experience further.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-####
| www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
January 30, 2015
[redacted]
[redacted]
[redacted]
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the
Revdex.com, you submitted a tablet to N.E.W. for repair. It was
returned to you and initially worked fine.
After a few months it began having problems. You opened it in an effort
to troubleshoot the issue and noticed eight out of fifteen internal screws were
missing. You believe the screws were removed while at the service center N.E.W.
assigned to repair your laptop. When you notified N.E.W. of the issue, you were
informed your Service Plan had expired and nothing could be done.
The desired resolution listed in
your complaint is to have the screws returned to you.
A review of your service history
for the service plan you purchased has been completed. The research confirmed
your tablet was repaired in June 2014. You notified N.E.W. your laptop began having issues with the touch screen and
that you noticed internal screws that hold the screen were missing. Your
request was to have the screws returned to you. An e-mail was sent to the
service center that repaired your computer with a request to locate and send
the needed screws to you. That request went unanswered.
I spoke with you and offered to
reimburse you for the cost to have a local repair center in your area replace
the screws. I advised we would not provide a reimbursement that exceeded the
purchase price of the tablet, but I feel confident a local service center will
charge a reasonable amount to replace the screws. You agreed that would be a
satisfactory solution. I provided my
e-mail address for you to scan and send a copy of the receipt to. Once I
receive the receipt copy I will submit a reimbursement request and overnight
the check 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[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted]
Nashville, TN 37211
November 14, 2014
[redacted]
Case # [redacted],
N.E.W. is in receipt of your rebuttal dated November 7, 2014 to our response addressing your complaint. Your original complaint filed October 17, 2014 is summarized below.
I purchased an [redacted] Airbed June 6, 2014 from [redacted].com with a Warranty. I submitted a claim with Asurion after the seals began to fail. Upon contacting Asurion I was advised this type of problem was not covered by the Plan and that only the electric pump was covered. I was advised to contact [redacted] who stated the Asurion Warranty does cover damage or a manufacturing defect with the product.
Our response to your complaint is summarized below.
N.E.W attempted to contact you to address your concerns by calling your cellular phone number. We were unable to reach you but left messages requesting a call back. At the time we submitted our reply to the Revdex.com we had not heard back from you.
Your rebuttal statement to our response is summarized below.
You had not been contacted regarding your issue either by phone or e-mail. You restated the printed terms and conditions do not clearly state what was covered and what was not covered as it relates to an inflatable air bed. You request your damaged air bed be replaced.
Upon receiving your rebuttal I sent an e-mail to the address in our records apologizing that the voicemail messages left on your cellular phone were not received. I also attempted to reach you again by calling your cell phone but received a message that your voicemail was full and could not accept messages. I called the secondary phone number you provided and was able to leave a message for you to call back. You did so and we spoke of your claim with N.E.W. I agreed the terms and conditions did not clearly state only the electric pump with the airbed mattress was the covered item. I apologized for an experience that was less than satisfactory and agreed to provide a reimbursement of the purchase price paid for the airbed mattress in the form of a [redacted] e-gift card. You accepted and stated this would provide your desired resolution. I will follow up with the reimbursement and provide you with any updates as I receive them. In the meantime please do not hesitate to contact me directly if I may be of further assistance to you.
Regards,
Ken P[redacted]
Compliance Coordinator - Asurion
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
[redacted] **
Orlando, FL [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives 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, in
November 2014 you purchased a 50” LED television from [redacted]. Approximately
two weeks ago you removed the television from the box it came in to hook it
up. Upon doing so you noticed the screen
was cracked and also appeared to have water damage. The damage was puzzling to you as the
television has remained in a corner of your living room since December 2014. You
contacted N.E.W. to submit a claim. Each representative you spoke with advised
you the damage to your television is not a covered peril.
The desired resolution listed in
your complaint is to have your television replaced with an equal model or have
your money refunded.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed on May 11, 2015 you notified N.E.W.
that when you removed the television from its original box you noticed the
screen was damaged. In the terms and conditions of the Service Plan you purchased
there is a section titled: What is Not
Covered. Item # 1 reads as
follows:
WHAT
IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS
(UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT
INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH
ALTERED OR MISSING SERIAL NUMBERS.
The extended service plan you purchased does not
provide coverage for accidental or water damage to televisions. It is for this reason your claim was
denied. We appreciate your business and
regret your experience has been less than satisfactory, however we remain
unable to repair your television. As you
were unable to utilize the extended Service Plan provided by N.E.W., if you prefer, we can cancel the
Plan and provide you a refund of the purchase price that you paid for the
Plan. Please contact me at the number
below or by e-mail at [redacted]@asurion.com
if you would like to follow through this option.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com �...⇄ />
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
January 13, 2015
[redacted]
[redacted]
Grovetown, GA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives 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 protection Plan administered by N.E.W for a [redacted]
tablet. You attempted to send the tablet to N.E.W. via [redacted] on December 20, 2014
using a prepaid shipping label N.E.W. provided to you. You state that you were
advised upon [redacted] scanning the return label “it” would go through. You contacted
N.E.W. for the next several days in an effort to determine the status of the
reimbursement. Each time you were advised you would receive it after you ended
the call. You later spoke with a supervisor who informed you the tablet had not
been received although your understanding was it was received on December 21,
2014. As of January 12, 2014 you still had not received the reimbursement as
expected.
The desired resolution listed in
your complaint is to receive your money back as well as additional money for
the replacement product you purchased.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. to
submit a claim for your tablet December 19, 2014. N.E.W. provided you with a prepaid return [redacted] shipping label with
the tracking # [redacted] which was sent to your e-mail address. The
next contact we had with you was December 24, 2014 when you called to inquire
on the status of the reimbursement. You were advised there was no record of the
tablet being received, and that if we could confirm the tracking number
indicated the item was in transit we would assist you. The [redacted] tracking number
confirms the tablet was received at our service center December 29, 2014 and
checked in the following day December 30, 2014. On December 30 a gift card for
the full purchase price including sales tax was approved and invoiced. We are unable to confirm you received this
gift card. A request to resend the gift card to the e-mail address you provided
the Revdex.com was submitted just before we received your complaint
today January 13, 2015. A corporate resolution specialist named Alaina
attempted to reach you to address your concerns and confirm you received the
e-gift card. She left a voicemail message with her contact information and
advised she will follow up with you to ensure the reimbursement has been
received.
I hope this response provides you with the necessary information to close out
this complaint filed against N.E.W. If we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 | Nashville, TN 37211
November 6, 2014
[redacted]
Case # [redacted],
On behalf of N.E.W. please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced...
file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives 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 laptop computer from [redacted] with an extended service plan provided by Asurion. An issue with your laptop arose requiring you send it to Asurion for repair. After submitting the laptop and not receiving an update on the status of the repair you contacted Asurion. The laptop was determined to be unrepairable. A representative advised there were two options you could choose. 1) You could receive a reimbursement of the purchase price paid for the item. 2) You could choose to receive a replacement laptop computer. You were not informed if you chose a replacement laptop that you may receive a refurbished product. You chose to receive a replacement laptop. The unit you received had a small white hole in the screen. A representative from Asurion advised the replacement item no longer had extended coverage and there was no action that could be taken.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for your laptop computer.
A review of your service history for the replacement plan you purchased has been completed. The research revealed N.E.W. received your laptop to repair a damaged screen. It was determined to be unrepairable, so a replacement laptop was delivered to you the end of March 2014 to fulfill the claim.
You notified N.E.W. April 16, 2014 that the replacement laptop was received with a small white dot on the screen. An Asurion representative contacted you April 21, 2014 to assist you. A second laptop was ordered however the order was submitted incorrectly and not fulfilled. Our next contact with you was May 21, 2014 when you notified Asurion the issue was still unresolved. Asurion left a voicemail message May 22, 2014 with a phone number for you to utilize for further assistance. The next contact we received from you was the complaint information submitted to the Revdex.com October 17, 2014.
I attempted to reach you several times at the phone number we have registered in our system. A woman answered each time stating you were unavailable but she did take my phone number and said she would have you call back. As of the writing of this letter I have not heard from you. You remain welcome to contact me at ###-###-#### or by e-mail if you prefer at [redacted]@asurion.com.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 | Nashville, TN 37211
October 20, 2016
[redacted]
Re: Complaint [redacted]
Ms. [redacted],
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Services, LLC (Asurion) is the administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service. Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
“Purchased a 50 in [redacted] Television at [redacted] on 8/01/2014. The price was $698.00. I purchased a three year service plan with Asurion for an additional $64.00. On 9/11/2016 the bottom right side of the screen turned white and became very hot. I filed a claim with Asurion on 9/12/2016. They asked me to email them some pictures, and I did. On 9/15, they said they would send me a box to return the TV for service. Since that time I have had to call them five times asking where the "box" is, and each time I was told the box was never requested, but it would definitely be requested today. Five times, same story, almost a month since I filed the claim, and the TV stopped working completely on 9/17. All I want is for them to honor their service contract. If they can't send this "box" they speak of, then they need to send me a new television. I shouldn't have to keep calling, only to be told to call back in 5 business days, because that's how long it takes to get a box, I will never buy anything from [redacted] again, and if I ever need a service contract, I will make sure it is not with Asurion. Please if you can help me, all I want is a television of equal value, function and size. I saved all emails to and from them to prove the length of this ongoing process.
Desired Resolution:
The desired resolution listed in your complaint states:
“I just want another television of equal size function, and value. A [redacted] smart 50 inch led television. No more excuses.”
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted Asurion September 12, 2016 to report an issue with your television. You were requested to provide pictures of the issue that you were experiencing. On September 16th, after troubleshooting the problem did not fix the issue, a prepaid [redacted] return shipping label was requested to be sent to the same address listed in this letter so that you that could send in the television for repair. Between the dates of September 28th through October 4th, you contacted Asurion and advised that you did not receive the return shipping label. As a result, on October 11th, an E-gift card in the amount of $762.57 ($698 purchase price plus $64.57 taxes) to the email address listed in the complaint of [redacted].
We appreciate you as a customer and regret that your claim experience was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted]3.
Regards, [redacted]
Asurion Compliance | [redacted]
Phone [redacted] | [redacted]
December 11, 2014
[redacted]
[redacted]
Alton, IL [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced...
file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives 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 LED television from [redacted].com in March of 2013 with an extended warranty. You summited a request for service after it would not maintain a picture. A technician was assigned to repair your television. When he arrived at your home he did not examine the television and only stated that someone would contact you. After you did not receive a return call, you contacted N.E.W. and were informed the first technician did not service the television due to the clutter around it. You requested another service visit and stated you would clear the area. The customer service representative advised she would initiate another service request. When no one contacted you to set up an appointment, you followed up and were advised the repair would not be approved due to physical damage that is not covered by the Plan.
The desired resolution listed in your complaint is to receive a replacement television or a reimbursement of the purchase price paid for the television and warranty.
A review of your service history for the replacement plan you purchased has been completed. The research revealed N.E.W. attempted to troubleshoot the problem over the phone when you first called. Answers to the discovery questions the technician asked indicated the Audio/Visual connection was loose which caused the sound and picture to go out even if only slightly moved. A service technician scheduled an appointment, but did not service the television when he arrived stating the conditions did not permit. You called N.E.W. and were informed why the repair was not attempted. You stated the area had been cleared and requested another service appointment. The customer service representative submitted the service request. It was at this point that the service request was denied due to the findings of the initial troubleshooting questions. It was determined that the loose Audio/Visual connection was due to accidental damage which is not covered.
We believe if the repair was not going to be approved, you should have been notified of this right away, rather than having the expectation set that the repair was approved and a technician would be contacting you to set up an appointment. Due to the service delay that occurred we are prepared to provide a reimbursement of the purchase price paid for the television. I attempted to contact you both by phone and e-mail. I was unable to reach you by phone but left a voicemail message with my contact information. Please call me at the phone number below, or if you prefer you may reach me by e-mail at [redacted]. I look forward to speaking with 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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
December 11, 2014
[redacted]
[redacted]
Dublin, CA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced...
file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives 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 submitted your computer for warranty service with N.E.W. because it could not turn on. During the shipping process the computer sustained physical damage that N.E.W. is not accepting responsibility for. The computer was returned to you unrepaired due to the damage not covered by the extended warranty.
The desired resolution listed in your complaint is to have your computer replaced because of the damage it has now sustained.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed a service request was approved for your computer. The service center assigned to repair your computer advised that at some point it sustained impact damage which is not covered by the extended service Plan provided by N.E.W. The computer was returned to you with no repairs performed.
I spoke with you Tuesday December 10, 2014. After introducing myself as being from N.E.W. /Asurion you informed me that your issue had been resolved and that you were receiving a reimbursement of the purchase price paid for the computer. I ended the call by asking you to keep my contact information and to please call me directly if you had any further concerns.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
[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:
Regards,
*** ***
I never received an email yes I let time pass after I was told I would receive a shipping labelBecause one I just said I wasn't going to worry about it because it was no way I could send that box
And #I has just *** ** *** so therefore I went into a state of depression But when I just recently found out about bulky items a light bulb went off in my head I felt like I was played and that was wrongOn so many levels because the rep new it was noway that box could be shipped
March 19,
*** ***
*** *** *** ***
*** ** ***
*** * ***
*** ***
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 purchased a big stand fan which stopped working
You contacted N.E.Wand were advised you would receive a *** return shipping
label, which you were to use to have the fan sent to our depot centerYou had concerns about sending such a large
item. Your Plan expired before the claim
was completed. You were later advised
smaller items are required to be sent to a depot center before receiving a
reimbursement, however for larger bulky items the customer just receives a gift
card reimbursementWhen you submitted your claim this was not the information
provided to youYou forgot about your claim while caring for your grandmother
and the Plan expiredYou feel because you were given incorrect information
regarding the return of your product you should be reimbursed the purchase
price paid for the fan
The
desired resolution listed in your complaint is to be reimbursed for the
purchase price you paid for the fan
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed you contacted N.E.WDecember 12, regarding a fan not working properlyA
prepaid *** return shipping label was provided to youAfter no contact from
you in over five months, an e-mail was sent to you May 27, with a request
to contact our claims center to continue the claimOn June 15, the claim
was closed due to no activity after we did not receive a responseThe claim
remained open after the expiration date of your Plan on June 9, 2014. We also would have completed the claim up to
days after the expiration of your Plan.
You
were sent a return shipping label due the fan being registered in our system as
a *** “portable fan”You state twice in your complaint that you had concerns
about the size of the fan when you submitted the claim, but you did not mention
this to the customer service representative who would have addressed the
matterHad you contacted N.E.Wat any point from the date the
claim was initiated through days past the expiration date of your Plan we
would have provided assistanceWe respectfully submit that we attempted to
reach you with a request to contact our claim center before the claim was
closedAs the only contact with you after the claim was initiated was more
than a year later, and more than eight months after the Plan expired, we are
unable to provide your desired resolution.
We
regret your experience with N.E.W
has been less than satisfactoryI 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
*** *** *** * *** *** * *** ** ***
December 19,
*** ***
*** *** *** ***
Baton Rouge, LA ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above
referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You submitted a claim with Asurion early in October for a coffee maker originally purchased at ***After repeated requests for an update on the status of your claim, you have only been advised that it is pending and that you would receive a notification within ten daysAs of November 26, you have not received any type of communication from Asurion regarding your claim
The desired resolution listed in your complaint is for your warranty to be honored so you are able to replace your coffee maker
A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim for a coffee maker was initiated October 21, A return shipping label was provided to you so that you could forward the product to N.E.W. The coffee maker was shipped to N.E.WOctober 28, and delivered October 30, 2014. N.E.Wrequested a receipt for the coffee maker October 29, however you indicated it was a gift and did not have oneNo further action occurred on your claim until December 11, when the reimbursement of the purchase price paid for the product was approvedOur records indicate the reimbursement was issued in the form of a *** gift card December 11, and mailed to the address at the top of this letterIf the has not been received after ten business days we will gladly reissue another gift card reimbursement
We are still researching the reason no action took place during the month of November for your claimIt is our intention to discover the root cause and take action to prevent this scenario from reoccurring with other customers
We at N.E.Wappreciate 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
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
April 9,
*** ***
*** *** *** ***
Los Angeles, 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
According to your complaint filed with the Revdex.com, you
purchased a inch television with an extended protection plan on February 24,
from ***On March 15, the television failed to turn on using
either the remote control, or by manually pressing the power buttonYou
contacted N.E.Wto submit a claimYou were informed a prepaid return shipping
label would be provided for you to use to send the television to an authorized
service centerThis was not acceptable to youYou believe that because the
purchase price of the television was greater than $150.00, a replacement
television should have been delivered to your home and the non-working
television disposed of
The desired resolution listed in
your complaint is to have a replacement television delivered to your residence
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed N.E.Wwas contacted March
19, regarding a problem with your televisionAn effort to troubleshoot
the problem was unsuccessful. A repair
was approved with our service center providing you a prepaid return label and
shipping box so that you could forward the television for repairYou were unsatisfied
with this arrangement and escalated the claim due to the time frame that would
be required to repair the televisionA corporate resolution specialist
contacted you March 20, to discuss your concernsShe submitted a request
to provide a reimbursement of the purchase price you paid for the television
including sales tax via e-gift card. The
reimbursement was invoiced March 24, The resolution specialist attempted
to contact you March 25, to confirm you received the e-gift card that was
sent to your e-mail addressThere was no answer or voicemail for her to leave
a messageShe reattempted to contact you April 2, On this call, the
resolution specialist was able to speak with a female who indicated she would
inform you of our attempt to speak with youIf you have any further concerns
or questions you are welcome to contact me directly at ###-###-####
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
December 18,
*** ***
*** *** ***
Blue Island, IL ***
Case # ***
*** ***,
N.E.Wreceived your rebuttal to our original response letter addressing your complaint. Your original complaint is summarized again below
You initiated a claim with N.E.Wfor a laptop computer in need of repair during the policy period, but never sent itWhen you contacted N.E.Wyou were advised your extended service plan expired and the claim had been canceled. You requested the claim be reopened but were deniedYou were not advised of a time limit to complete the claim, and you are uncertain why the claim cannot be reopened as you initiated the claim while the policy was in effect
Our original reply to your complaint is summarized below
N.E.Wapproved a service request for your claim March 24, and provided you with a prepaid return shipping label so that you could forward it to the assigned service centerYou did not send the laptop to the service center and the service request was canceled after days. We had no further contact with you for almost three years after you first contacted N.E.Wto submit your claimWhen you did contact N.E.Wagain, your service Plan with our company had expired almost two years priorHad you contacted N.E.Wprior to you the expiration of your Plan, or even within thirty days after the expiration, we would have reopened your service request and repaired your laptop
Your rebuttal statement is copied below
I feel since my claim was made within the policy period my claim should be honoredIn addition I was never provided with any information stating I had a certain time frame to complete my claim
Our response to your latest comments remains unchanged
It is unreasonable to expect N.E.Wto complete a claim that was initiated almost three years ago for a Plan that expired almost two years ago. Even though your service request was canceled after days with no contact from you, we could have reopened it while your Plan was still in effectHad you contacted N.E.Wduring the time period your Plan was active, or even thirty days past the expiration, we would have gladly resubmitted the repair requestAs you waited almost two years after the Plan expired to follow up on your claim, we respectfully decline to resubmit a service request
You remain welcome to contact me at the number below if you would like to discuss your complaint further
Kindest regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
December 18,
*** ***
*** *** *** ***
Wolfforth, TX ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above
referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You submitted a claim with Asurion on November 21, for an *** ***You were asked to remove the hard drive and asked your husband to do soYou thought he had, but later advised you he had not and submitted the *** *** as it wasAfter it was received you were informed the claim was denied due to the console being opened which voided the warrantyYour attempts to speak with someone for assistance have been met with transferred calls and no resolution
The desired resolution listed in your complaint is to have a functioning game console
A review of your service history for the replacement plan you purchased has been completedThe research revealed you initiated a claim with N.E.Wfor your *** *** on November 21, A prepaid return shipping label was provided to youThe service center assigned to repair your unit received it December 4, and advised it would be returned unrepaired due to an unauthorized repair attemptDecember 5, you spoke with a representative who listened to your concerns but stated photographs confirmed the tamper seal had been broken and the unit would remain unrepairedOn December 10th a corporate resolution specialist processed a reimbursement of the purchase price you paid for the *** for customer satisfactionWe confirmed with you on December 15, that you had received the reimbursement
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN
March 13, 2015
[redacted]
Wallington, CT 06492
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives 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
December 17, 2014 you submitted a claim for a [redacted] electric range which
sustained damage to the glass top. You were advised the claim was approved and
that a part required would be ordered. The [redacted] advised you the part was
backordered with no estimated date of arrival. Later you were advised the claim
was not approved as the issue was considered to be cosmetic which is not
covered. After almost two months the parts ordered from [redacted] have not arrived
and there is no estimated date of arrival.
The desired resolution listed in
your complaint is for the service contract to provide coverage for the damage
sustained to your stove.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted N.E.W. December 17,
2014 to request a repair to your range. The service center assigned to your
claim indicated the first opportunity they had to provide an appointment was
December 29, 2014. Another service
center, [redacted]s Appliance LLC, was located and provided an in-home
appointment December 19, 2014. The
technician who visited your home notified N.E.W.
that the damage to your glass top range was due to a sticky pot that was not
cleaned or removed in a timely manner. The pot solidified to the glass top and
when it was removed the glass cracked. The service center added the following
note to their system, tech diagnosed unit
found a pot got stuck on the top, customer pulled it off and it cracked. Under
the section of the Terms and Conditions for the major appliance Service Plan administered
by N.E.W. labeled: What is Not Covered item # 3 you will
read:
Damage from abuse, misuse, introduction of foreign objects into the
product, unauthorized product modifications or alterations.
Because a service request was
approved, that signifies N.E.W.
authorized and paid a service center to provide an in-home appointment for you.
Only upon discovering the cause of the damage during the in-home appointment was
the claim not approved. The damage sustained to your glass top range is
considered to be misuse and is not a covered peril. N.E.W. has not ordered or authorized anyone to order a part from
[redacted] for your range. As such I am unable to address the backorder status for
the part you mentioned was ordered from [redacted] in your complaint.
We respectfully deny your request
to provide repair service to your [redacted] glass top stove. I hope this response
provides you with the necessary information to close out this complaint filed
against N.E.W. If we can be of further assistance to you regarding this
matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211
August 20, 2015
[redacted]
Complaint # [redacted]
Ms. [redacted]
On
behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the above
referenced file number. I would like to offer my apology that your experience
with Asurion did not meet your
expectations.
Asurion
Service Plans. Inc. (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, it takes an excessive amount of time to receive a
reimbursement for a covered product after shipping the item to Asurion. The stated expectation is a reimbursement
within 24-72 hours. You returned a
covered item via [redacted] on July 23, 2015. After more than a week had passed you
still had not received the reimbursement.
When you call to follow up you are advised “it is still processing.”
The
desired resolution listed in your complaint is for reimbursements to be issued
when we say we will, which is as soon as we are notified by [redacted] that the item
has been dropped off for delivery.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed you initiated a claim with Asurion July 23,
2015 for a tablet purchased online at [redacted].com. The claim was immediately
marked “for review” which specifies the product must be received and inspected
before a reimbursement can be issued. A
prepaid shipping label was provided to you for submitting the tablet to our
depot center. The shipping label was
scanned by [redacted] July 28, 2015 and the tablet was delivered Friday July 31,
2015. A request was submitted the
following Monday August 3rd, to issue to reimbursement
immediately. The reimbursement was
invoiced August 5, 2015 for the full purchase price amount including sales
tax. You provided a confirmation August
5th to Resolution Specialist [redacted] that you did receive the
reimbursement via e-gift card that was sent to your e-mail address.
Asurion
randomly selects some claims for review in an effort to confirm we are
processing claims correctly. Your claim
was randomly selected for review which unfortunately did cause a longer
processing time than what your expectation had been. We regret the inconvenience.
I
hope this response provides you with the necessary information to close out
this complaint filed against Asurion
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted].
Regards,
Ken P[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
May 29, 2015
[redacted]
Warwick, RI [redacted]
Case # [redacted],
N.E.W. received your second rejection of our response
to your complaint filed April 29, 2015 with the Revdex.com.
In your reply, you disputed our statement that you were
required to return another [redacted] fan for a prior claim completed with us. Further research confirmed that N.E.W.
did fulfill a claim in December 2014 for a [redacted] Fan purchased at
[redacted]. The claim was completed
without the return of the product due to it being too bulky to ship. In an effort to provide a better customer
experience and as a good will gesture, we have agreed to complete your claim by
providing a reimbursement of the purchase price paid of $64.99 plus sales tax. You will not be required to return the item
for this claim. Please understand this is an exception and we may require the
return of the product for other claims filed in the future.
I spoke with you Thursday May 28,
2015. You confirmed that you did receive the reimbursement e-gift card.
I hope the information contained
in this letter is sufficient for you to close the complaint filed against N.E.W.
You remain welcome to contact me
by phone at the number below or by e-mail at [redacted]@asurion.com
if you would like to discuss your experience further.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-####
| www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211
January 30, 2015
[redacted]
[redacted]
[redacted]
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under...
the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service. Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the
Revdex.com, you submitted a tablet to N.E.W. for repair. It was
returned to you and initially worked fine.
After a few months it began having problems. You opened it in an effort
to troubleshoot the issue and noticed eight out of fifteen internal screws were
missing. You believe the screws were removed while at the service center N.E.W.
assigned to repair your laptop. When you notified N.E.W. of the issue, you were
informed your Service Plan had expired and nothing could be done.
The desired resolution listed in
your complaint is to have the screws returned to you.
A review of your service history
for the service plan you purchased has been completed. The research confirmed
your tablet was repaired in June 2014. You notified N.E.W. your laptop began having issues with the touch screen and
that you noticed internal screws that hold the screen were missing. Your
request was to have the screws returned to you. An e-mail was sent to the
service center that repaired your computer with a request to locate and send
the needed screws to you. That request went unanswered.
I spoke with you and offered to
reimburse you for the cost to have a local repair center in your area replace
the screws. I advised we would not provide a reimbursement that exceeded the
purchase price of the tablet, but I feel confident a local service center will
charge a reasonable amount to replace the screws. You agreed that would be a
satisfactory solution. I provided my
e-mail address for you to scan and send a copy of the receipt to. Once I
receive the receipt copy I will submit a reimbursement request and overnight
the check 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[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted]
Nashville, TN 37211
November 14, 2014
[redacted]
Case # [redacted],
N.E.W. is in receipt of your rebuttal dated November 7, 2014 to our response addressing your complaint. Your original complaint filed October 17, 2014 is summarized below.
I purchased an [redacted] Airbed June 6, 2014 from [redacted].com with a Warranty. I submitted a claim with Asurion after the seals began to fail. Upon contacting Asurion I was advised this type of problem was not covered by the Plan and that only the electric pump was covered. I was advised to contact [redacted] who stated the Asurion Warranty does cover damage or a manufacturing defect with the product.
Our response to your complaint is summarized below.
N.E.W attempted to contact you to address your concerns by calling your cellular phone number. We were unable to reach you but left messages requesting a call back. At the time we submitted our reply to the Revdex.com we had not heard back from you.
Your rebuttal statement to our response is summarized below.
You had not been contacted regarding your issue either by phone or e-mail. You restated the printed terms and conditions do not clearly state what was covered and what was not covered as it relates to an inflatable air bed. You request your damaged air bed be replaced.
Upon receiving your rebuttal I sent an e-mail to the address in our records apologizing that the voicemail messages left on your cellular phone were not received. I also attempted to reach you again by calling your cell phone but received a message that your voicemail was full and could not accept messages. I called the secondary phone number you provided and was able to leave a message for you to call back. You did so and we spoke of your claim with N.E.W. I agreed the terms and conditions did not clearly state only the electric pump with the airbed mattress was the covered item. I apologized for an experience that was less than satisfactory and agreed to provide a reimbursement of the purchase price paid for the airbed mattress in the form of a [redacted] e-gift card. You accepted and stated this would provide your desired resolution. I will follow up with the reimbursement and provide you with any updates as I receive them. In the meantime please do not hesitate to contact me directly if I may be of further assistance to you.
Regards,
Ken P[redacted]
Compliance Coordinator - Asurion
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
May 29, 2015
[redacted] **
Orlando, FL [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC &...
Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives 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, in
November 2014 you purchased a 50” LED television from [redacted]. Approximately
two weeks ago you removed the television from the box it came in to hook it
up. Upon doing so you noticed the screen
was cracked and also appeared to have water damage. The damage was puzzling to you as the
television has remained in a corner of your living room since December 2014. You
contacted N.E.W. to submit a claim. Each representative you spoke with advised
you the damage to your television is not a covered peril.
The desired resolution listed in
your complaint is to have your television replaced with an equal model or have
your money refunded.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed on May 11, 2015 you notified N.E.W.
that when you removed the television from its original box you noticed the
screen was damaged. In the terms and conditions of the Service Plan you purchased
there is a section titled: What is Not
Covered. Item # 1 reads as
follows:
WHAT
IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS
(UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT
INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH
ALTERED OR MISSING SERIAL NUMBERS.
The extended service plan you purchased does not
provide coverage for accidental or water damage to televisions. It is for this reason your claim was
denied. We appreciate your business and
regret your experience has been less than satisfactory, however we remain
unable to repair your television. As you
were unable to utilize the extended Service Plan provided by N.E.W., if you prefer, we can cancel the
Plan and provide you a refund of the purchase price that you paid for the
Plan. Please contact me at the number
below or by e-mail at [redacted]@asurion.com
if you would like to follow through this option.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com �...⇄ /> 648 Grassmere Park | Suite 300 |
Nashville, TN 37211
January 13, 2015
[redacted]
[redacted]
Grovetown, GA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...
under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives 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 protection Plan administered by N.E.W for a [redacted]
tablet. You attempted to send the tablet to N.E.W. via [redacted] on December 20, 2014
using a prepaid shipping label N.E.W. provided to you. You state that you were
advised upon [redacted] scanning the return label “it” would go through. You contacted
N.E.W. for the next several days in an effort to determine the status of the
reimbursement. Each time you were advised you would receive it after you ended
the call. You later spoke with a supervisor who informed you the tablet had not
been received although your understanding was it was received on December 21,
2014. As of January 12, 2014 you still had not received the reimbursement as
expected.
The desired resolution listed in
your complaint is to receive your money back as well as additional money for
the replacement product you purchased.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. to
submit a claim for your tablet December 19, 2014. N.E.W. provided you with a prepaid return [redacted] shipping label with
the tracking # [redacted] which was sent to your e-mail address. The
next contact we had with you was December 24, 2014 when you called to inquire
on the status of the reimbursement. You were advised there was no record of the
tablet being received, and that if we could confirm the tracking number
indicated the item was in transit we would assist you. The [redacted] tracking number
confirms the tablet was received at our service center December 29, 2014 and
checked in the following day December 30, 2014. On December 30 a gift card for
the full purchase price including sales tax was approved and invoiced. We are unable to confirm you received this
gift card. A request to resend the gift card to the e-mail address you provided
the Revdex.com was submitted just before we received your complaint
today January 13, 2015. A corporate resolution specialist named Alaina
attempted to reach you to address your concerns and confirm you received the
e-gift card. She left a voicemail message with her contact information and
advised she will follow up with you to ensure the reimbursement has been
received.
I hope this response provides you with the necessary information to close out
this complaint filed against N.E.W. If we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 | Nashville, TN 37211
November 6, 2014
[redacted]
Case # [redacted],
On behalf of N.E.W. please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced...
file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives 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 laptop computer from [redacted] with an extended service plan provided by Asurion. An issue with your laptop arose requiring you send it to Asurion for repair. After submitting the laptop and not receiving an update on the status of the repair you contacted Asurion. The laptop was determined to be unrepairable. A representative advised there were two options you could choose. 1) You could receive a reimbursement of the purchase price paid for the item. 2) You could choose to receive a replacement laptop computer. You were not informed if you chose a replacement laptop that you may receive a refurbished product. You chose to receive a replacement laptop. The unit you received had a small white hole in the screen. A representative from Asurion advised the replacement item no longer had extended coverage and there was no action that could be taken.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for your laptop computer.
A review of your service history for the replacement plan you purchased has been completed. The research revealed N.E.W. received your laptop to repair a damaged screen. It was determined to be unrepairable, so a replacement laptop was delivered to you the end of March 2014 to fulfill the claim.
You notified N.E.W. April 16, 2014 that the replacement laptop was received with a small white dot on the screen. An Asurion representative contacted you April 21, 2014 to assist you. A second laptop was ordered however the order was submitted incorrectly and not fulfilled. Our next contact with you was May 21, 2014 when you notified Asurion the issue was still unresolved. Asurion left a voicemail message May 22, 2014 with a phone number for you to utilize for further assistance. The next contact we received from you was the complaint information submitted to the Revdex.com October 17, 2014.
I attempted to reach you several times at the phone number we have registered in our system. A woman answered each time stating you were unavailable but she did take my phone number and said she would have you call back. As of the writing of this letter I have not heard from you. You remain welcome to contact me at ###-###-#### or by e-mail if you prefer at [redacted]@asurion.com.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 | Nashville, TN 37211
October 20, 2016
[redacted]
Re: Complaint [redacted]
Ms. [redacted],
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...
referenced file number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Services, LLC (Asurion) is the administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service. Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
“Purchased a 50 in [redacted] Television at [redacted] on 8/01/2014. The price was $698.00. I purchased a three year service plan with Asurion for an additional $64.00. On 9/11/2016 the bottom right side of the screen turned white and became very hot. I filed a claim with Asurion on 9/12/2016. They asked me to email them some pictures, and I did. On 9/15, they said they would send me a box to return the TV for service. Since that time I have had to call them five times asking where the "box" is, and each time I was told the box was never requested, but it would definitely be requested today. Five times, same story, almost a month since I filed the claim, and the TV stopped working completely on 9/17. All I want is for them to honor their service contract. If they can't send this "box" they speak of, then they need to send me a new television. I shouldn't have to keep calling, only to be told to call back in 5 business days, because that's how long it takes to get a box, I will never buy anything from [redacted] again, and if I ever need a service contract, I will make sure it is not with Asurion. Please if you can help me, all I want is a television of equal value, function and size. I saved all emails to and from them to prove the length of this ongoing process.
Desired Resolution:
The desired resolution listed in your complaint states:
“I just want another television of equal size function, and value. A [redacted] smart 50 inch led television. No more excuses.”
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted Asurion September 12, 2016 to report an issue with your television. You were requested to provide pictures of the issue that you were experiencing. On September 16th, after troubleshooting the problem did not fix the issue, a prepaid [redacted] return shipping label was requested to be sent to the same address listed in this letter so that you that could send in the television for repair. Between the dates of September 28th through October 4th, you contacted Asurion and advised that you did not receive the return shipping label. As a result, on October 11th, an E-gift card in the amount of $762.57 ($698 purchase price plus $64.57 taxes) to the email address listed in the complaint of [redacted].
We appreciate you as a customer and regret that your claim experience was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted]3.
Regards, [redacted]
Asurion Compliance | [redacted]
Phone [redacted] | [redacted]
December 11, 2014
[redacted]
[redacted]
Alton, IL [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced...
file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives 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 LED television from [redacted].com in March of 2013 with an extended warranty. You summited a request for service after it would not maintain a picture. A technician was assigned to repair your television. When he arrived at your home he did not examine the television and only stated that someone would contact you. After you did not receive a return call, you contacted N.E.W. and were informed the first technician did not service the television due to the clutter around it. You requested another service visit and stated you would clear the area. The customer service representative advised she would initiate another service request. When no one contacted you to set up an appointment, you followed up and were advised the repair would not be approved due to physical damage that is not covered by the Plan.
The desired resolution listed in your complaint is to receive a replacement television or a reimbursement of the purchase price paid for the television and warranty.
A review of your service history for the replacement plan you purchased has been completed. The research revealed N.E.W. attempted to troubleshoot the problem over the phone when you first called. Answers to the discovery questions the technician asked indicated the Audio/Visual connection was loose which caused the sound and picture to go out even if only slightly moved. A service technician scheduled an appointment, but did not service the television when he arrived stating the conditions did not permit. You called N.E.W. and were informed why the repair was not attempted. You stated the area had been cleared and requested another service appointment. The customer service representative submitted the service request. It was at this point that the service request was denied due to the findings of the initial troubleshooting questions. It was determined that the loose Audio/Visual connection was due to accidental damage which is not covered.
We believe if the repair was not going to be approved, you should have been notified of this right away, rather than having the expectation set that the repair was approved and a technician would be contacting you to set up an appointment. Due to the service delay that occurred we are prepared to provide a reimbursement of the purchase price paid for the television. I attempted to contact you both by phone and e-mail. I was unable to reach you by phone but left a voicemail message with my contact information. Please call me at the phone number below, or if you prefer you may reach me by e-mail at [redacted]. I look forward to speaking with 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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
December 11, 2014
[redacted]
[redacted]
Dublin, CA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced...
file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives 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 submitted your computer for warranty service with N.E.W. because it could not turn on. During the shipping process the computer sustained physical damage that N.E.W. is not accepting responsibility for. The computer was returned to you unrepaired due to the damage not covered by the extended warranty.
The desired resolution listed in your complaint is to have your computer replaced because of the damage it has now sustained.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed a service request was approved for your computer. The service center assigned to repair your computer advised that at some point it sustained impact damage which is not covered by the extended service Plan provided by N.E.W. The computer was returned to you with no repairs performed.
I spoke with you Tuesday December 10, 2014. After introducing myself as being from N.E.W. /Asurion you informed me that your issue had been resolved and that you were receiving a reimbursement of the purchase price paid for the computer. I ended the call by asking you to keep my contact information and to please call me directly if you had any further concerns.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211