Johnstone Supply

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I have spoken with Ms.R*** and she has issued me reimbursement for the computerAlong with the unnecessary software I had to purchaseShe is allowing me to use the old computer until I can find a suitable replacementI let her know on 12/31/ that I would start looking next weekI'm very satisfied that my complaint has been taken care in a timely mannerMsR*** was wonderful Thank you for your time
Regards,
*** ***

January 8,
*** ***
*** *** *** *** ***
Fort Lauderdale, FL ***
Case # ***
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
Your complaint filed with the Revdex.com is
summarized below
You purchased a kitchen range from *** *** *** with an extended
service plan administered by N.E.W/ Asurion.
Just beyond one year after purchasing the range it stopped working
entirelyYou spent one week attempting to schedule a service appointmentYou
confirmed the appointment eight times and took time off from work to meet the
technicianOn the scheduled day of the repair you called and were advised
there never was an appointment scheduled, and that parts necessary for the
repair were on orderNo one was able to explain what parts were needed as no
one ever attempted to trouble shoot the problem or inspect the unitYou
mentioned to a representative that you were going to file a complaint and he
responded by directing profanity towards you
The desired resolution listed in
your complaint was to have the stove repaired in a timely manner
A review of your service history for the Plan you purchased
has been completed and nothing was located for a purchase from *** *** ***I
spoke with you in an effort to obtain additional information regarding your experience
You advised the service repair had taken place and currently the stove is
working properlyIn an effort to locate the service request information I
asked you if perhaps the stove in need of repair may have been registered with
a different phone numberYou indicated it might have beenOur phone
connection was poor and I was unable to clearly hear the number you provided
After asking you several times to repeat yourself, I believe the phone number you specified was
***, however that number failed to yield any additional information
You mentioned your experience was so poor that you would not purchase any
product or service provided by Asurion in the futureWe ended our conversation
amicably. I asked you to please contact
me directly if the stove had additional problems
We regret your experience was
less than satisfactory and certainly regret losing you as a customerI hope
this response provides you with the necessary information to close out this
complaint filed against N.E.WIf we can be of further assistance to you
regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

May 7,
*** ***
*** ** *** ***
Portland, OR ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com, you
purchased an insurance plan for a pair of glassesYou were informed accidental
damage was covered by the Plan. After
the glasses broke, you returned them to N.E.Wusing a prepaid *** shipping
label provided to youYou were advised as soon as *** scanned the label into
their system a reimbursement via e-gift card would be sent to your e-mail
addressThat never happened. After
N.E.Wreceived the damaged glasses you made repeated contact attempts via
phone and e-mail to determine the status of the reimbursementYou received no
information from customer service representatives or replies to your e-mails
The damaged glasses were sent on April 12, As of April 28, you were
still seeking a resolution
The desired resolution listed in
your complaint is for the claim to be honored and for someone to reply to your
repeated requests for information
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
12, to submit a claim for your damaged glassesA prepaid return shipping
label was sent to your e-mail address which you used to send the glasses to our
depot centerThe glasses arrived April 20, 2015. April and 22, you called to check on
the status of the claim. On April 23,
notes were added to your claim that the package received was emptyThe
same day N.E.Wleft a voicemail
request for you to call backNotes were added that you were to be informed the
package received was empty and that you would need to send an e-mail to [email protected] for
assistance. You did attempt to send
several e-mails, however after not receiving a reply we learned Asurion was
misspelled in your attempts. On April
28, you were informed we did receive an e-mail from you and that your
claim was still “under review”.
I spoke with you April 29,
2015. I asked if you had been informed
the package received was marked as empty.
You replied that our conversation was the first you had learned of that
You were adamant that you did include the glasses in the packageYou even
noted the *** website indicated the package weighed pounds. I apologized for a less than satisfactory
experienceI informed you I would submit a reimbursement request for the full
purchase price amount of $plus sales tax.
The reimbursement has been approved and will be sent to the address at
the top of this letter via next business day delivery once issued
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

February 12,
New Roman">
*** ***
*** *** ***
Winchester, VA ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com, you
contacted N.E.Wafter you noticed your *** Playbook no longer booted up
in the timely manner you were accustomed toThe representative you spoke with
advised the problem was software related which is not covered by the DirecTV
Home Protection Plan you purchasedYou informed the representative the problem
began several weeks after the most recent software updateYou believed if the
problem were software related it would have occurred soon after the update, not
several weeks later
The desired resolution listed in
your complaint is for the product to be repaired or replaced
A review of your service history
for the replacement plan you purchased has been completedThe research revealed
you contacted N.E.WFebruary 3,
2015. Your request for service was
denied without a clear explanationI spoke with you to discuss your concerns
I agreed without a service technician actually performing a diagnosis with the
*** Playbook it would be difficult to determine the root cause of the
problem. I agreed to initiate a service
request with the understanding if the problem was determined to be software
related the product would be returned to you unrepairedA prepaid return
shipping label has been provided to youAs of the writing of this letter the
product is in route to our service center
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
***data>

April
9,
*** ***
*** *** ***
*** ** ***
*** * ***
*** ***
N.E.Wreceived your rebuttal
statement regarding our reply to your original complaint filed with the RevDex.comYour original complaint is summarized again below
Asurion was the insurance company used by *** to
repair or replace faulty equipmentThey refuse to repair the item and will not
replace it either. When I contacted
Asurion about replacing my item I was hung up onWhen I finally did get them
to commit to a refund they would only give a partial refund
The desired resolutioon listed in your complaint is to
receive a replacement tablet with similar specifications and a warranty that
will be honored
Our first response to your complaint is summarized
below.
A review of your service history revealed a claim for
an *** tablet was initiated February 23, after it would no longer power
on. The claim was approved and a prepaid
return shipping label was provided for you to forward the item to our depot
centerUpon receiving the tablet, a reimbursement of the full purchase price
including sales tax will be issued to you
In the section of the Terms and
Conditions labeled What is Covered
you will read the following:
What is Covered: This Plan covers parts and labor
costs to repair or replace your product in the event the product experiences a
breakdownIf we determine that we cannot service your product as specified in
this Plan, we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the
original purchase price of that product, including taxes, as indicated on your
sales receiptNon-original manufacturer’s parts may be used for repair of
the product if the manufacturer’s parts are unavailable or more costly
You will also read in the
section of the Terms and Conditions labeled Limit of Liability the following:
Limit of liability: For any single claim, the limit of liability under this Plan is
the lesser of the cost of (1) authorized
repairs, (2) replacement with a product with similar features, (3)
reimbursement for authorized repairs or replacement or (4) the price that you paid for the productThe total liability under this Plan is the purchase price you paid for
the product; in the event that the total of all authorized repairs exceeds
the purchase price paid for the product or we replace the product with another
of equal or greater value, we shall have satisfied all obligations owed under
this Plan and the Plan shall terminate
Your rebuttal statement is
summarized below
The warranty was sold to you as fix or replaceThe
option to refund the purchase price at our discretion was never brought upYou
never signed anything stating a partial refund would be acceptableThe only
option you would accept is a replacement with an equivalent tablet
You mention in your complaint that N.E.Wis
only offering a partial refund for the tabletWe are providing the full
purchase price including sales tax paid for the tabletThis is the dollar
amount you provided to N.E.Wwhen you registered your tablet with the
Service PlanThis is the maximum amount we have always stated we will provide
I refer you again to our Limit of Liability statement which reads:
The total
liability under this Plan is the purchase price you paid for the product
I’m
sorry if you were unaware of the Terms and Conditions of the extended Plan when
you registered your product with N.E.W. A copy was available on *** website
when you purchased the tablet onlineCopies were and remain available at their
brick and mortar store locations. If you
prefer not to complete the claim, we will gladly cancel and provide a refund of
the purchase price you paid for the extended Plan
As
I mentioned in our original reply, we regret your experience has been less than
satisfactory, however we stand by our position that the purchase price amount
including sales tax is the maximum amount we will provide when fulfilling a
claim
Respectfully,
Ken P***
Compliance Coordinator | ***
*** *** * *** *** | www.asurion.com
*** *** *** * *** *** * *** ** ***

October 28,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
*** * *** ***
*** *** *** ***
*** ** ***
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
N.E.Wfailed to repair your *** product correctlyOn the first repair attempt your charging cable was replaced without a good explanationOn the second repair attempt the charging cable was lost, even though the return package slip indicated it was includedYour requests to speak with a supervisor were ignored as were your requests for employee id numbers from the representatives you spoke with
The desired resolution listed in your complaint is to receive a new original manufacturer’s equipment charging cable or a new 32gb *** tablet
A review of your service history for the replacement plan you purchased has been completedThe research revealed you spoke with a supervisor named Amy on October 20, and expressed your concerns regarding the service repairsAmy agreed to submit a request to reimburse you the full purchase price including sales tax paid for the tablet which you can use to purchase another. You agreed to this resolutionThe reimbursement check was invoiced October 22,
We at N.E.Wappreciate you as a customer 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
kp***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

August
27, 2014
*** ***
*** *** *** ***
***,
VA ***
Complaint
ID#***
Dear
*** ***,
I
am writing in response to your rebuttal on August 18th, to N.E.W.’s original reply to your RevDex.com complaint
In
your original complaint filed with the Revdex.com, you purchased a
TV with a warrantyIt took weeks for a repairman to come diagnose your TVThe
TV was worse after the TV repairman left your home; it would not turn onThe
TV stand was not attached properly and the TV almost fellSince the
repairman’s visit you have not been able to receive any help with your TV not
working and parts being put back together incorrectly
It
was explained to you that N.E.W
didn’t have any service centers that work on Sundays. I re-reviewed the notes
in your service history and they reflect N.E.W
giving you reimbursement options for having your television repaired on your
own which you declined
The
service center that dispatched the technician to work on your television
indicted that the technician that was dispatched on July 12th
recognized a different problem than what was originally reportedThat
technician installed the parts that had been ordered but the repair of your
television was not completed with that visitYour television was left in a
serviceable position since there was no picture and the television was
unwatchableThe technician witnessed you attempting to plug wires back into
the television despite it not working
When
the service center manager contacted you to address your concerns regarding the
stand for your television being damaged by the technician you advise him that
your cat had eaten a screw that was left outThe manager offered to send a
different technician to your home to diagnose the stand for your television
The service manager has advised that you stated the television needed to be
replaced and that you threatened any future technician being sent to you home
Accordingly, no additional technician was sent to your home and your television
should have been in the serviceable position it was left in by the technician
who was dispatched to your home on July 12th
Your
reimbursement check was issued on August 5, and mailed to the address
listed in this complaintThis provides you with the means to replace your
television which is the desired resolution listed in your original compliant If by chance you have not received the check please
do not hesitate to contact me directly at ***
Regards,
Cynthia R***
SrCompliance Coordinator | ***
P ###-###-#### | F ###-###-#### | www.asurion.com

August 11,
class="MsoNoSpacing">
*** ***
*** * *** ***
*** ** ***
Complaint ID#***
Dear *** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com you state the following:
The timeframe for the repair of your speakers keeps increasingYou have sent six emails and made more than phone calls between May 12th and July 27th and each communication was met with different resultsSince receiving your product on June 30th two different return schedules have been given to you
The desired resolution listed in your complaint is for N.E.Wto replace your speaker without any more delay.
A review of your service history for the service plan you purchased has been completedThe research revealed your speaker being returned to you under tracking # *** on August 6th according to the *** websiteI called the contact number listed in your complaint on August 4th and 8th and left a message for a return call to verify you received your speaker and your speaker is working properly after it was repairedAs of the date of this letter I have not heard from you.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
SrCompliance Coordinator | ***
P ###-###-#### | F ###-###-#### | www.asurion.com

June 24,
face="Times New Roman">
*** ***
** *** ***
Saratoga Springs, UT ***
Complaint ID#***
Dear *** ***,
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider. N.E.Woffers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer
service. Each call or letter that comes into N.E.Wregarding
concerns or issues relating to our service plan(s) is thoroughly investigated
According
to your complaint filed with the Revdex.com you state the
following:
“Didn't fix my *** sent it back still
broken with more issues then it began withI sent in my son’s *** to be
replaced as he uses it for school, they had it for two weeks sent it back still
broken and now it has more issuesThe screen will spaz out and become
unusable! The screen in still broken and the digitizer was not replaced in my
opinion as it still does not work!! I'm frustrated! I contacted the company who
said they would need me to send it again to be repairedI told them I did that
and they didn't fix it so why do it again? They said they would look into
replacing it but decided that ultimately I would need to send it back if I wanted
it fixed that they would need to not fix it times before they would replace
or actually fix the ***How is this right? I pay for insurance send it my
*** and you may or may not fix it but won't replace it unless you decide three
times in a row not to fix it??? That is very poor business and I am not happy
about this situation and my son’s *** not being repaired!”
The
following is the desired resolution listed in your complaint:
“Send me a new *** and take this one or
give me my money back like a insurance company would!!! You had the
opportunity to fix it if you felt like you could and didn't.”
A
review of your service history for the service plan you purchased for your ***
has been completedThe research revealed a Resolution Specialist named Katrina
spoke with you on June 3rd and addressed your concerns regarding the
quality of the repair of your ***She advised you of the reimbursement for
price you paid for your *** being provided for customer satisfactionThe
timeframe to receive the reimbursement was explained and a follow up call was
made to you on June 22ndKatrina advised Compliance that you
received the reimbursement
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

July 11,
New Roman">
*** ***
*** *** ***
*** ** ***
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 statement filed with the Revdex.com is copied below
I purchased a boost mobile phone from *** and purchased a repair plan, I damaged my phone and followed all return steps and have not recvd refundI purchased my phone from *** in March of this year, I also purchased a repair/replace warranty plan with ***I damaged my phone in June and I followed all of the required steps to return my phone, in fact I think I sent the battery when I wasn’t supposed to, but I have been on the phone everyday since June 26th to get my reimbursement and I have not been able to get any response from AsurionI have spoken to several different CSR’s and supervisorsThe plan simply states that it is an easy process, well it is not! I have been given dates and time that my reimbursement will be in my e-mail and each day I check and it is not there, this is very frustrating not because I need my phone, but because you (Asurion) have told me specific dates and times, so I am expecting it to be there because that is what they saidI just feel a company should have a better tracking system and if it going to take days to process you should tell customers that at the register at *** and not advertise that it is a simple day process when it is not! IT has been Five days since this has occurred and I have yet to hear anything positive from AsurionI will NEVER use this product again and I will social media it to the world that it is a scam!
The desired resolution listed in your complaint is as follows;
I am seeking my reimbursement and an apology and a *** gift card for all of my anguish and ridiculousness
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was opened June 21, with N.E.Wfor a reimbursement of a cellular phoneA return shipping label was forwarded to you via e-mail the same day. On June 26, the package with your cellular phone was dropped off at a *** retail location and delivered to N.E.Won July 1, The e-gift card reimbursement has an invoice date of July 2, and was forwarded to you the next day July 3rd I’d like to apologize that you received conflicting information regarding the time frame to receive your reimbursementWhen the tracking number associated with the return shipping label that was sent to you is scanned into the *** system N.E.Wreceives a notification that a product is on the way to usThis begins the reimbursement process, however the reimbursement is not finalized until the product arrives and N.E.Wis able to confirm that a) the package is not empty and b) that the correct item was sent to N.E.W. You should have been advised the reimbursement will be issued within 24-hours after the product is received at N.E.WWe will identify the customer service representatives you spoke with and address the information they are providing customers about the time frame to receive a reimbursementWe will use this instance as a coaching opportunity in an effort to prevent the same thing from happening to other customers.
N.E.Wdoes value your business and we regret that 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,
*** ***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

Revdex.com and *** *** ***,
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Unfortunately, I did not receive any phone calls from the business, and curious if I mistyped my phone number To ensure the information is accurate, my phone number is ###-###-####
I accept the offer from *** *** and would like to provide information to conclude this issue My mailing address is *** ** *** *** *** *** *** ** ***
Thank you very much for your prompt attention to this matter
Regards,
*** ***

October 22,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
*** ***
*** *** *** ***
*** ** ***
Case # ***
*** ***
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is copied below
Failure to properly repair laptopFailure to honor verbal guarantee of days on repairMy laptop has been sent in for repair numerous times including multiple times for the same problemsReceived the lap top back from last repair on June 25, At that time my extended warranty had ended BUT I was told on the phone that repair guaranteed for daysToday, 9/17/I phoned to have the repair to the mouse done again (3rd time)I was given different info including being told only day guarantee, then told day guaranteebottom line is they will NOT stand behind their repair with the day warranty I was told on the phoneThere is NO note on the receipt as to the guarantee on the repair
The desired resolution listed in your complaint is to have the laptop repaired with a ninety day guarantee
A review of your service history for the replacement plan you purchased has been completedThe research revealed the issue with your laptop mouse is a known manufacturer defectYou contacted N.E.WSeptember 17, which was the 84th day after the last repair was completed to advise the same problem with the mouse had reoccurredWhile the service plan expired June 4, and the limit of liability has been met, we would like to discuss your concerns and try to provide a compromise that may be acceptable to both partiesI attempted to contact you on three occasions leaving my phone number and a request to call me back at your convenienceAs of the writing of this letter I have not heard from youYou remain welcome to call me at ###-###-#### or if you prefer you may reach me by e-mail at ***
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

December 19,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
*** ***
*** *** ***
Kalamazoo, MI ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
The service center N.E.Wassigned to repair your television kept it for weeks only to return it unrepaired with a note that there was “no trouble found”. You submitted the claim due to the television picture being distorted with lines running verticallyYou indicate at times it is more noticeable than othersYou believe it was a lie when you were advised the service center had been testing the TV and was unable to replicate the problem you were experiencingYou believe it is our intent to have you quit the claim process in frustration so we do not have to perform repairs covered under our Plan
Upon receiving your television unrepaired, you took it to a local service center that immediately diagnosed the problem and was able to fix it
The desired resolution listed in your complaint is for N.E.Wto reimburse you for the expenses you incurred
A review of your service history for the replacement plan you purchased has been completedThe research revealed the service center assigned to repair your television received it on November 7, On November 18, a request was submitted to the service center to provide a status update on the repairThey replied that they were still performing tests and estimated another 7-business days would be requiredNovember 24, the service center determined they were unable to replicate the problem suggesting it may be due to the signal source (cable box or satellite receiver), or the cables connecting the television to the signal sourceYou inquired about the possibility of a local repair center providing service to your televisionYou were advised an estimate would need to be submitted and approved before service could begin
We spoke together by phone and you agreed to send photographs of the television which did confirm the problem you are experiencingWe agreed to locate a repair center in your area that would be able to perform an in-home service repairThe service center will contact you directly to schedule the appointmentWe will cover the repair costs if they are less than the purchase price of the televisionIf the technician determines the cost of the repair exceeds the purchase price of the television, we will provide a reimbursement of the purchase price paid for the television including sales tax
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

October 1,
">
*** ** ***
*** ** *** ***
***, OK ***
Case # ***
*** ***
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is copied below
I purchased a 60” *** TV from the ***, OK *** *** on January at *** for $plus tax and also a 2year service plan from *** *** for an additional $So far the television has been great (I also own two additional *** TVs in my home.) On Friday, September at approximately 6pm my two boys and I left the home to attend a high school football gameThe television was working perfectly before we left; when we returned at pm the television would not turn onWe noticed a small crack in the front of the screen (just to the right-bottom off center.) I felt for cracks and could not feel anyI first tried contacting *** *** and was informed my warranty for the first year is covered by *** and not *** ***I sent the pictures and copy of my original sales receipt as requested by *** and was rejected for reasons of, “Non-manufacturer defect.”
The desired resolution listed in your complaint is to have your television repaired or replaced
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WSeptember 27, regarding an issue with your *** televisionYou were advised to contact the manufacturer as the television is still under the manufacturer’s warrantyYou did so but your request for repair from *** was rejected. You contacted N.E.Wagain the following day to request a service repair stating the screen appeared as if a rock had been thrown at itYou provided pictures of the television to N.E.Wwhich confirmed a cracked screenAt this point you were advised the N.E.Wservice plan does not provide coverage for accidental damageYou asked to speak with someone else and were transferred to a front line escalation representativeYou forwarded the same pictures of the television to this representative who also confirmed impact damage, and explained the extended service plan does not provide coverage for accidental damage. As you were unable to utilize the extended service plan, a request to cancel the plan and provide you a reimbursement of the purchase price paid for the plan has been submitted
We do appreciate you as a customer and regret that your experience with N.E.Wwas less than satisfactory
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

From: *** *** ***>Date: Thu, Jan 22, at 2:AMSubject: Attn Kathy B***To: [email protected] name is *** *** case ***They sent my refund and completed their obligation to meThey are severly delayed on their actual service
times compared to what they quoteAs I stated before their contact phone number is very difficult to find I believe to deter customers from successfully completeing their warranty returnIn the end they sent me the return and my business with them is completeThank you *** ***

July 7,
class="MsoNormal">
*** ***
*** *** ***
*** ** ***
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 Statement of the Problem filed with the Revdex.com is copied below
Bought a *** tv on 11/22/from *** which stopped working and has been replaced twice the first year, and of course *** fails to tell the customers that the replacement is only covered for dayscall *** bc when I purchased the tv I was offered an extended 3yr warranty and was told if ANYTHING happens to the tv in the yrs it would be coveredSo called ***'S extended service company which is called ASURIONand of course they are NO help and if its a software issue they don't cover it!!!!! But they cover ANYTHING right??!This is the second time a *** worker has sold me something not giving the correct informationQuick to sell something but dont ever want to fix their JUNK! Will NEVER be shopping at *** again for anything and will most certainly NOT ever buy anything *** again!!!! All I want is a new working tv or my money backDid *** fail to mention that there is only a day warranty on replacement tv because they are REFURBISHED and not new so they know it wont last?? Or is it bc their product is JUNK and they know it wont last long anyway?? 3tvs in 1/yrs??! Something isn't right hereBought a *** from *** 3-yrs ago and NOT ONCE have I had ANY issues!!! Once again I would like my tv fixed or replaced and not another *** if that isn't possible I want a REFUND in FULL!
Your statement of the Desired Outcome/Settlement is as follows;
REPLACED OR REFUND
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won June regarding a problem with your television being unable to connect you your wireless networkN.E.Wassigned your service request to Premier Electronics a repair center in your areaAn appointment was scheduled for June 5, On June 4, Premier Electronics rescheduled the appointment for June 11, They did not arrive as scheduled but did come to your home unannounced the following day June 12, A third service appointment was scheduled for June 18, On June 19, you contacted N.E.W. to inform us the service center had requested an additional week to service your televisionAnother service provider was assigned on June 20th to repair your televisionT.VElectronics scheduled an appointment for June 23, 2014. On June 25th a note was added that parts were required and had been shippedThese were the last notes available regarding your service repairI contacted you Monday June 30, to address your concerns and apologize for a less than satisfactory experienceI asked if the service center had followed up with youYou indicated they had and that at this time your television was working properlyYou were incensed that I did not know the current status of the repair and that this only confirmed your opinion of N.E.W. I replied that your concerns are validWe will address the cancelation and rescheduling of your appointments with the original service provider assigned to youWe will also address with the second service provider the lack of adding follow up notes in a timely mannerAs a gesture of goodwill for customer satisfaction I offered to send a *** gift card to youThe request has been submitted and will be sent to you via 2nd day ground delivery once availableI appreciate the time you took to speak with me and provide additional information regarding your experienceWe regret that your experience was less than satisfactoryWe will utilize the information you provided in an effort to prevent the same experience from occurring again with other customers
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,
*** ***
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,
*** *** ***

August 11,
*** ***
*** *** ***
*** ** ***
Case # ***
*** ***,
We are in receipt of your rebuttal filed with the Revdex.com on August 1,
Your original complaint comments are copied below
On apr 5, I called *** to file a warranty claim on an *** *** mini I purchased from their website in Nov They told me I would receive a shipping label in the mail from asurionAfter not receiving it after a month I called back and was told they would be putting in a 2nd requestAfter two weeks I called back a third timeIt's been two months, I have a full time job and four kids so I may not have each date I called them but I do know it has now been days! since I filed my warranty claim and have yet to receive a shipping labelI called on Friday, 7/to complain I had yet to receivei was very upset, I yelled I admit itThey told me once more I'd get an email within 1-daysAs of today, 7/I haven't received iti called yesterday 7/and complained yet againi was told to expect it this morningLo and behold I woke up and the email hadn't arrivedi called again today at 2:pm and was told I would receive it within 1-hoursI have yet to receive a shipping labelHELP!!!!
The rebuttal statement you provided to the Revdex.com is as follows:
I am rejecting this response because:
My request was for a shipping label onlyI did receive it and have shipped the item backThe solution Ken provided will impact me negatively due to the price increase on the product I sent in for repair At this time I would like my *** mini repaired and returnedI bought in November for $and now they are sold for $279! How's that fair?
N.E.Wstrives to provide an amicable resolution within the policy terms and conditions to each subscriber’s concerns whenever possibleOur research confirms that due to the extended wait time you endured to receive a return shipping label without success, a corporate resolution specialist submitted a reimbursement request of the full purchase price you paid for your tablet via an e-gift card which you stated you did not receiveThe resolution specialist left a voicemail message for you explaining the reason for the reimbursement
While the reimbursement was being processed, a return shipping envelope was delivered successfully to you from one of our service providersYou used this return shipping label to send the tablet for repairs as at that time you had not received the reimbursementThe service center assigned to your repair was not informed that a reimbursement was issuedThe service center completed the repairs to your tablet which was returned to you August 4, I spoke with you on August 8, You confirmed the tablet has been received and is working properlyYou stated that you never received the reimbursement and you wanted to speak with your wifeI spoke with you again Monday August 11, You stated you checked your wife’s e-mail account and saw no record of itI advised you we would not reissue the reimbursement as we did complete the repair to your tabletI apologized for the confusion however; you stated you were not satisfiedI apologized again and explained that N.E.Wshould not have both repaired the *** and issued a reimbursementIt should have been one or the otherYou ended the call abruptly after I mentioned the e-mail you sent me Friday August 1, I’ve copied your e-mail below which indicates you were willing to destroy the e-gift card or allow us to deactivate it so the repair to your tablet could be completed
Ken,
Thank you for your responseI really wanted the label so I could get a replacementThe gift card you mailed isn't enough to purchase a replacement as the price has increased so this solution is actually impacting me negativelyI'll be more than happy to shred the card or you guys can deactivate on your end so you can repair the one I shipped to youBy the way, it's been days since the 18th and the gift card has yet to arrive
Thanks,
***
Cell: ###-###-####
Sent from my ***
The desired resolution you mentioned in your rebuttal was to have your tablet repaired and returned to youAs that has occurred, N.E.Wconsiders your desired resolution to have been metN.E.Wregrets the poor customer experience you had with our company and the confusion surrounding the repair of your tabletYou are welcome to contact me directly at ###-###-#### if you would like to discuss your claim further
Sincerely,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

May 7,
1;">
*** ***
*** *** *** **
Fayetteville, NC ***
Case # ***
*** ***,
On behalf of N.E.W
(Asurion), please accept this letter in response to your inquiry filed with the
Revdex.com of Metro Washington DC & Eastern Pennsylvania, under
the above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com, an
Asurion employee advised you that after the manufacturer’s warranty for your
*** expired, the extended protection plan we administer would provide coverage
for all perilsAfter dropping the *** while crossing a street it was run over
and destroyedWhen you called to submit a claim you were informed the incident
you described was not covered
The desired resolution listed in
your complaint is for your claim to be approved
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
24, to report your *** had been run over in traffic after being dropped
while you crossed a streetYou did not attempt to recover the damaged item, so
you did not have a product to return to N.E.W. The Plan you purchased requires small electronic
and portable items be returned to N.E.W
before a reimbursement can be issued.
This is why your claim was originally denied. It is reasonable to believe that any attempt
to retrieve damaged parts might have been unsafeFor this reason an exception
to the returned equipment requirement has been approvedA reimbursement of the
purchase price you paid for the *** including sales tax has been
approved. A check will be sent to the
address at the top of this letter via next business day delivery once it has
been issued. You indicated this would be
a satisfactory resolution to your complaint
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

July 28,
*** ***
*** *** ***
*** ** ***
Case # ***
*** ***,
On July 24, N.E.Wreceived your rejection of our response letter provided to your original complaintThe comments you provided in your rebuttal are copied below
The company did reimburse the purchase price of the *** with taxHowever, I do not accept their excuse or legal jargon since it's clearly designed to keep the $I paid for a purchase plan that is supposed to provide for repair in the event of accidental damage, etcThe plan was not used for this purpose and the $should be refundedThe *** was defective, and I consider the refund of the price to be the same as returning an item directly to the store because it was defective
Since the company is refusing to refund the $25.00, I will file a complaint with the Federal Trade Commission (complaints have already been filed against *** and Asurion)The complaint will ask the FTC to investigate the business practices of *** and their 2nd and 3rd party administrators (subcontractors).
The complaint isn't about legal terms that may or may not be enforceable in a court of lawThat is for a judge to decideThis complaint is about business ethics and the integrity of *** and their subcontractors
Irregardless of the outcome of this complaint, I will no longer do business with *** and will do my best to insure that others are aware of the ethically questionable practices of *** and Asurion to keep others from becoming victims of *** and their subcontractorsThe more consumers are informed, the better they can be protected from predatory practices that design legal language to keep your money
The bottom line is *** and Asurion are more than willing to lose my business and the business of my friends and family (not to mention social media) over $25.
You stated that you purchased a Plan that was supposed to provide for a repair in the event of accidental damage, etcOur records indicate you purchased a Replacement Plan not a Service PlanA Replacement Plan provides either a replacement, or in the case of items such as yours with a purchase price less than $150.00, a reimbursement of the full purchase price of the item plus sales tax which you acknowledge you received.
You also stated the *** was defective and you considered the refund of the purchase price to be the same as returning an item directly to the store because it was defective. A reimbursement provided by N.E.Wis not the same as returning an item to the store or maufacturer***.com has a return policy of days for digital music playersBeyond days, if an item is reported to be defective and is still under the manufacturer’s warranty, you would be instructed to contact the manufacturer for resolution
When you contacted N.E.Won July 4, your manufacturer’s warranty had expiredHad it been in effect, you would have been instructed to contact the manufacturer, *** Incfor resolutionThe Replacement Plan with N.E.Wprovided coverage after the manufacturer’s warranty expired through February 29, Because the manufacture’s warranty had expired and the Replacement Plan with N.E.Wwas active, N.E.Wapproved the claimWith the fulfillment of your claim by reimbursement for the *** ***, N.E.Wearned the purchase price you paid for the Replacement Plan
We do value your business and do not wish to lose you as a customerI must inform you again however; it was the existence of the Replacement Plan that allowed for a reimbursement of your *** ***You utilized the Replacement Plan you paid for, and we remain unable to refund the purchase price of the Replacement Plan
You are welcome to contact me directly at ###-###-#### if you would like to discuss furtherI hope this information is sufficient to close out the complaint submitted to the Revdex.com against N.E.W
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN