Johnstone Supply

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I feel that you will and can go above and beyond - I disagree with your policy and your customer service - by now a new device of = or lesser value could have been issued - but no instead I get unhelpful poor customers service with textbook answers and annoying unpopular policy which is in no way customer friendly.Regards,
*** ***

September 9,
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*** ***
*** *** ***
*** ***, 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 copied below
I sent my 1/year old *** computer July 18, to be fixed under their service warranty programASURION returned it to me having the exact and same problems they were to fixI sent it out AGAIN, second day delivery, for Aug 9thToday Aug 18th I am told "the service department requested parts on Aug14th"I called an operators' advise me they "send e-mails" to the service department and will "get back to me"This company services ***'* *** product purchasesI will never buy anything with Asurion Warranty Coverage againSomeone out there can get their business away from them by starting a new companyHORRIBLE SERVICE NO REPAIRS WASTE 0F TIME & MONEYProduct_Or_Service: *** *** April Order_Number: ***'s yr & Plus ad Account_Number: SR ***
The desired resolution listed in your complaint is to receive a replacement computer
A review of your service history for the replacement plan you purchased has been completedThe research revealed that your computer has been sent to and repaired by an N.E.Wservice center on two occasionsThe first repair, completed July 23, was for a wireless keyboard and mouse that did not work properlySoftware drivers were reinstalled and you received the repaired computer from the service center July 29, The ***e day you contacted N.E.Wto report there were still issues with the mouse not working correctlyYou also reported the screen size was unable to be decreasedThe following day July 30, a rework request for another service repair was submittedA second return shipping box and label were delivered to you July 31, 2014. You mention in your complaint that you sent your computer for delivery to N.E.Won August 9, 2014, which was a Saturday, however per the *** website; it was not received at the service center until Monday August 11th. A service technician was assigned to your repair on August 13, There are no service history notes to indicate why the repair was not assigned a technician immediately upon arrivalOn August 14th the technician determined the *** combo drive needed to be replaced and the parts needed to complete the repair were orderedThe parts arrived three business days later August 19, The repair was completed the following day August 20, and the computer was delivered to you August 22,
We at N.E.Wvalue you as a customer and regret that your experience has been less than satisfactoryPlease keep in mind that *** only delivers to N.E.Wservice centers Monday through Friday and that repairs are not performed on weekends. The time it took the service center to complete your repair after receiving it was seven business days, which is longer than we would like a customer to wait, however three of those seven days were required for parts to arrive which added to the delay
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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I have never nor would I ever threaten anyoneI keep reading in these responses that the tv should have not needed to have the stand removed for service, yet how does one remove the back of the tv and do repairs if the tv will not sit flush on the floor due to the standthe tv repair man and the company are horriblerather than say "we are sorry you were promised phones calls and updates about next service or I am sorry we set up appointments after two weeks of you calling because you had not received any return calls and we are sorry when you called the technicians cell phone to find out why no one was calling you he told you that you were going to get a call and never did and that it did take weeks of calls to get another appointment set up and we emailed you instead of calling and that we never showed up for that appointment even though you took the day off of work to be available since there are no services on sundaysand when the appointment time came and went we did not send any technicians to your home and we sent an email the next day stating that we had repaired your tv even though we never showed up or called you backand your tv is still broken and you cannot watch tv, and we know its been like six weeks or something but thats what you get for purchasing anything from walmart" you say you called me, you say that I turned down an initial offer for a replacement tv"
oh and yeah you keep telling me that I got these calls from you and that I threatened the repair people.
I called repeatedly for six weeks to resolve this issuei kept getting the run aroundi took two days off of work to facilitate this repair which was done incorrectly and eventually never completedi made not threats nor was I ever contacted after the second appointment was scheduled why no one ever showed up and I was sent an email telling me my tv had been repairedthe mere fact that someone needed to say they made a mistake and dropped the ball etci took off of work on a saturday and a tuesdaybecause sundays were not availablei called and called for a resolutionhow is it this company can state the repairs were done, the tv stand didn't need to be removed when the tech took it offthe tech left screws out of the stand and the tv fell overi called the tech on his cell he told me I was to get a call I never didi got email for a 2nd appoint and no one showedthese are the factslets not try to make me out to be the bad person when I am the victim and I was the one who suffered loss of pay at work I am a commission only sales person, and I had no tv for six weeks.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
***,
Again you have failed to provide or identify a single fact or piece evidence to support N.E.W.’s “position” that bent or broken pins are considered damage caused by accident or misuseThis “position” is based on assumptions only. Not one individual from N.E.Wasked a discovery question to gather any information to determine the cause of the of the bent or broken pins
You also state “A root cause analysis of your device is not required because damage is not a covered peril.” This is quite a statement to make for a replacement plan. “Wear and tear” is defined as damage that occurs as a result of use or aging. use of a component with a material defect can also result in physical damage. Both wear and tear and material defects are covered by the plan as identified in the terms and conditions, so stating that “damage is not a covered peril” is a statement
My position is that the pin damage is caused by normal use of the device after the failure of a defective component within the connectorThis is based on visual inspection of the device under a microscope and discussions with an electrical aerospace technologist with decades of experience with many types of connectors
Since you have been unable or unwilling to answer my questions I will simplify them to Yes or No questions and number them
1. Does the respective replacement plan cover damage as a result of wear and tear? (Yes or No)
2. Does the respective replacement plan cover damage as a result of a defect in a material or component? (Yes or No)
3. Does N.E.Whave an existing process to determine the actual root cause of physical/mechanical damage? (Yes or No)
Regards,
*** ***

November 10,
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*** ***
*** ** ***
*** ** ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
On September 17, you purchased a tablet from ***.com with a year replacement planOn October 16, you submitted a claim for the tablet after it stopped working properlyThe same day you received an e-mail stating your claim was approved and you would receive an e-gift card for the purchase price amount paid for the tabletAs of October 29, and three phone calls to Asurion you still had not received the reimbursement
The desired resolution listed in your complaint is to have a check for the reimbursement amount sent to you overnight
A review of your service history for the replacement plan you purchased has been completedThe research revealed you should have been advised the reimbursement would not be issued until Asurion received the tablet and confirmed it was the registered itemThis is simply to protect N.E.Wfrom providing a reimbursement for an item and then receiving the wrong product, or an empty box as has happened in the past
Your tablet was received by N.E.WOctober 27, and checked in October 28, A reimbursement via e-gift card was generated October 29, 2014. You contacted N.E.Won October 29, to inform us you were still awaiting the reimbursementThis conversation took place after the e-gift card was generated, but before it was to be sent to youThe representative you spoke with should have informed you the e-mail would have been sent to you later the same day, however a request to resubmit the reimbursement via a check payable to *** *** was submitted insteadThe check was issued November 3, for the full purchase price including sales tax and sent to the mailing address at the top of this letter
We at N.E.Wvalue your business and 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 ###-###-#### or by e-mail at ***@asurion.com
Kindest Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

July 15,
*** ***
*** *** *** ***
Rathdrum, ID
Case # ***
Mr***,
On behalf of Asurion, please accept this letter in
response to your inquiry filed with the Revdex.com of Metro
Washington DC & Eastern Pennsylvania, under the above referenced file
numberI would like to offer my apology that your experience with Asurion did not meet your
expectations
Asurion Service PlansInc(Asurion), is a provider of
extended service plans, buyer protection services and product support programs
that serves more top consumer electronics retailers than any other
provider. Asurion offers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience
Asurion strives to provide world class customer
service. Each call or letter that comes into Asurion regarding concerns
or issues relating to our service plan(s) is thoroughly investigated
Your
complaint filed with the Revdex.com is copied below
Warranty
purchased and not honored by companyI purchased a product at *** and I
purchased a product service plan through Asurion/***I have had a defect
in the product and I tried to return the product under the service plan and I
was deniedSaying that it didn't fall under the service plan
The desired resolution listed in
your complaint is for the product to be replaced
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed that on March 28, you purchased a *** *** coffee maker
with a month replacement plan provided by AsurionI was unable to locate a record of a
conversation with you inquiring about your coffee maker being replaced by
Asurion. You mentioned in your complaint
that your product has a defect. I
respectfully submit that the coffee maker you purchased has a manufacturer’s
warranty that is effective through March 27, 2016. In the terms and conditions of the
replacement plan you purchased you will find the statement below regarding the
manufacturer’s warranty
Manufacturer's Responsibilities: Parts and services covered during the manufacturer's warranty
period are the responsibility of the manufacturer
The following
information was located on the *** *** website http://www.***.com/***-***-warranty.html regarding their
warranty
This
product is warranted to be free from defects in material and workmanship for a
period of one (1) year from the date of original purchase
To
make a warranty claim, do not return this appliance to the storePlease call ###-###-#### in the U.Sor
###-###-#### in
Canada or visit ***.com in the U.Sor ***.ca in Canada
For faster service, locate the model, type, and series numbers on your
appliance
I hope this response provides you
with the necessary information to close out this complaint filed against AsurionIf we can be of
further assistance to you regarding this matter, please do not hesitate to
contact me directly at ###-###-####.
Regards,
Ken P***
Compliance Coordinator |***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN

June 18,
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*** ***
*** *** ***
*** ** ***
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
According to your complaint filed with the Revdex.com you state the following;
You filed numerous claims with the *** Care Plan and were promised a product replacementA scooter you purchased at ***.com in December of does not chargeA *** Care Plan representative advised you to dispose of the scooter and that you would receive a *** gift card for the purchase price you paid plus sales tax within three daysAfter a week passed without receiving the gift card you followed up only to not receive a gift card again
The desired resolution listed in your complaint is to receive the total price paid for the scooter on a *** gift card
A review of your service history for the replacement plan you purchased has been completedThe research revealed that you submitted a claim for a scooter purchased at ***.com on May 3, On three different occasions you were advised a reimbursement via gift card would be sent to youThe process to receive a refund is for N.E.Wto provide a return shipping label so that you can send the damaged item to N.E.WOnce received a gift card is then issuedBecause your product a scooter was considered to be a “bulky” item, you were only asked to submit a copy of the receiptA return envelope should have been sent for you to use to forward the receipt to N.E.WWhat actually occurred was a return shipping label for the scooter was sent to youAn escalation request to send a gift card reimbursement was submitted however because the receipt had not been received the refund was not processedOnce a return envelope for the receipt was sent to you and then scanned the gift card payment request was submittedOur notes indicate the gift card’s invoice date as June 13, We do value you as a customer and your experience was not typical of the customer service N.E.Wprovides. We will review the errors that occurred in an effort to prevent repeated mistakesI attempted to contact you today June to apologize for a less than satisfactory experienceI was unable to reach you but left a message at the contact number in our system which is also the number you provided the Revdex.comIf you have not received the gift card or would like to discuss your experience further please contact me directly at ###-###-#### or by e-mail if you prefer 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,
*** ***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

February 26,
11pt;">
*** ***
** *** *** ***
*** ** ***
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
According to your complaint filed with the Revdex.com, you purchased an *** *** online from *** with a two year extended service planWhen the screen to the *** developed a crack, you sent it to an N.E.Wservice center for repairAfter you did not receive a status update on the repair of your *** you contacted N.E.Wseveral times and each time received different informationEventually you received information that the *** had been repaired, however it was returned to the wrong address to someone who refused to send it back to N.E.WAs N.E.Werred in sending the *** to the wrong address and was unable to retrieve it, a decision was made to buyout the ***A refund of the purchase price you paid was sent to you in the form of a gift cardYou purchased a new *** but because the original device was bought out the extended service plan is no longer activeYou feel that because N.E.Wlost your original *** through no fault of your own that you should not be responsible for purchasing another extended service agreement
The desired resolution listed in your complaint is to receive a refund of the extended service plan
A review of your service history for the replacement plan you purchased has been completedThe research revealed your *** was repaired, however instead of being returned to you it was sent to an incorrect addressN.E.Wmade several attempts to retrieve the *** with no successN.E.Whad no choice but to refund the purchase price you originally paid for the ***A refund was approved and sent to you in the form of a *** gift card which you used to purchase another ***I contacted you February 19, to discuss your experience with N.E.Wand your desire to have the extended service plan added to your new ***Upon speaking with you, you advised that you had received an e-mail stating your *** had been repaired and was now being sent back to youThis was after you received the reimbursement gift cardI advised you as the buyout for your *** was required through no fault of yours we would be happy to either refund the price you paid for the extended service plan or add the extended service plan to your new *** once we received a receipt copy indicating the purchase price and locationI provided you with the fax number to our office and will provide a confirmation to you upon receiving a receipt copy for your new ***As you received a buyout of your original product, I requested that you return that *** that under the rights of salvage which you agreed to try to doI stated that I would have a *** box sent to the address listed above with a prepaid shipping label for your convenience
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

November 6,
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*** ***
*** *** ***
*** ** ***
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.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
I purchased an *** Airbed June 6, from ***.com with a WarrantyI submitted a claim with Asurion after the seals began to failUpon contacting Asurion I was advised this type of problem was not covered by the Plan and that only the electric pump was coveredI was advised to contact *** who stated the Asurion Warranty does cover damage or a manufacturing defect with the product
The desired resolution listed in your complaint is to have the product replaced and the cost of the warranty reimbursed
A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim was denied due to a non-covered failureI attempted to contact you on several occasions to discuss your concernsI was unable to speak with you, but left voicemail messages each time requesting a call 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 via e-mail at ***@asurion.com
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W/AsurionIf 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
30,
*** ***
*** *** ***
*** *** ** ***
Complaint
ID#***
Dear
*** ***,
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Arkansas, Inc., under the above referenced file numberI would like to offer
my apology that your experience with N.E.W
did not meet your expectations
Your
complaint was filed against *** and forwarded to N.E.Wfor reply
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:
About months ago, you purchased a new
cell phone at *** along with extended warranty and you are being advised
the warranty does not cover what it advertises it coversThe cell phone was
dropped and no longer turns onWhen you contacted the product care plan to in
initiate a claim you were advised accidental damage was not coveredThey
advised you to contact the manufacturer *** or the wireless provider
*** *** but they would not assist you and cover the cell phone either
You are very disappointed with *** not responding to *** post or email
regarding your concerns.
The
desired resolution listed in your complaint is to receive a brand new cell
phone or be reimbursed for the purchase price you paid for the cell phone
A review of your service
history for the service plan you purchased has been completedThe research
revealed a claim initiated on September 17, but the notes reflect the
claim being cancelledUnfortunately, there were no additional notes entered
regarding why the claim was cancelled
Upon
receiving your complaint filed with the Arkansas Revdex.com on
October 21st, a Resolution Specialist named Leigh Ann called the
contact number ###-###-#### listed in your complaintShe left a voicemail
for you indicating that she would be happy to assist you with your concerns and
asked you to return her call at your convenience
The
following day, October 22nd, Leigh Ann spoke with your fiancée and
discussed your concernsShe confirmed that your mobile device had sustained
liquid damage and initiated a claimLeigh Ann also explained the claim process
and timeframes for claim completion to your fiancéeShe waived the $service
fee for customer satisfaction due to the delay in a resolution being provided
Leigh Ann will monitor your claim to completion and is available if you have
any questionsOnce the claim is completed it will provide the desired
resolution listed in 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,
Cynthia R***
Sr
Compliance Coordinator | ***
P
###-###-#### | F ###-###-#### | www.asurion.com

January
22,
*** ***
*** *** ***
Saint
Albans, VT ***
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 company disposed of my property
without my consent and will not honor a the replacement/refund per the
insurance plan I purchased or return myitem I purchased an *** mini from
*** and an insurance plan through AsurionThe receipt was lost and the
screen on the *** was damagedI contacted *** and was told to contact
Asurion and they may register the item as a one-time courtesyWhen I contacted
Asurion they informed me that they would register the item and after taking all
of my information they sent me a shipping label via emailI read the email and
the only instructions were to package the item and ship it outI also specifically
asked if there was anything else I should or need to do before shipping the
itemI was told, no, the only thing to do is ship it with the label provided
I then received a phone call from Asurion and was informed the item was beyond
repair and that they had disposed of my itemI was at a loss for words how
could they destroy my property without my permission and now I have lost all of
my valuable irreplaceable photographs and documentsI was then informed that
they would not replace the item without the original receiptWhich I was never
informed of when they registered the production and had me ship it to them
They then informed me this was my problem and there was nothing they could do
I asked to speak to a manager or supervisorThey said no one was available and
would have one call me backThis was before Christmas and I have still to
receive a call backI have called several times and they have done nothing or
told me someone would call me backWould it be okay for them to ship me an
item then if I felt it was not repairable I could dispose of their property
without any contact or permission? This is theft! You cannot take an item to
repair or replace and then do neitherYou cannot take someone else's
belongings and ignore their phone callsYou cannot just keep someone
property!!”
The
desired resolution listed in your complaint is as follows:
I would like my damaged *** mini back
or a replacement/refund to get a replacement, as promised when I sent the item
in for repair or replacement
A
review of your service history for the service plan you purchased has been
completedThe research revealed your claim was initiated on December 5th
A shipping label (*** ***) was emailed to you the same dayThe
*** tracking # reflects we received your *** on December 16th
On December 17th it was determined that repairing the cracked screen
on your *** was uneconomicalA reimbursement for your *** was approved on
December 18th and a gift card was emailed to youThere is no
customer interaction history to indicate you spoke with N.E.W(you
calling or us calling you) after you initiated the claim on December 5thWe
value our customers and I want to apologize for any inconvenience you may have
been caused
There
are two pieces of correspondence included with every label we send our
customersSpecific language from each document is included below
From
the Tablet |Shipping Instructions
Remember to Protect
your Valuable Content
For
your privacy, we recommend that you remove sensitive data from your device
before shipping it to usBe sure to back up the content (picture files,
video files, etc.) stored on your Tablet before sending it for repair
This repair process may require memory replacement or formatting, so some or
all of the content stored on your Tablet may be damaged or erasedWe are not
responsible for any damage to or loss of content
From
the Tablet |Repair Information Form
Attention Please:
We are not responsible for damage to, loss of, or disclosure of any data, picture
files, video files, removable storage media or other content on products sent
in for repairRemove sensitive/personal
information and be sure to back up any data, picture files, video files,
removable storage media or other content before sending us your product
I
called the evening contact number listed in your compliant ###-###-#### on
January 20th and spoke with your sisterShe advised me that your
email had been hacked and this was believed to be the reason for the lack of
communication from the Product Care Plan that issued a gift card for your ***
MiniShe indicated that you received a gift card directly from *** for
your *** mini
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

May 19,
Roman">
*** ***
*** *** *** *** *** *** ***
Cedar Park, TX ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party administrator
of extended service plans, buyer protection services and product support
programs that serves more top consumer electronics retailers than any other
provider. N.E.Woffers retailers and manufacturers innovative,
customizable solutions for the delivery of customer service and support
throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com, you
submitted a claim for a printer/fax machine that was originally purchased at
*** ***. A refurbished printer/fax
machine was provided to you as a replacement to fulfill the claimThe
replacement device was damaged upon arrival with a broken feeder rendering it
unusableYou followed up with N.E.Wto request a new replacement or a
reimbursement of the purchase priceYour request was denied with the
explanation that this was your third claimYou disagreed stating this was the
only claim you have submitted and that the replacement device was not tested
prior to being sent to you
The desired resolution listed in
your complaint is a new, not a refurbished, product as a replacement
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WApril
22, to report an issue with your printer/fax machineAn effort to resolve
the issue by troubleshooting was unsuccessfulA replacement exchange was
arranged to complete the claimYou were provided a replacement item and the
claimed device was forwarded to our depot centerThere are no notes regarding the conversation
you had on May 5, with Edward in tech support except that a call from tech
support was forwarded to our escalations department*** in escalations followed
up with you and his notes indicate you did request either a new replacement or
a reimbursement of the purchase price*** agreed to submit the request, but
he was not in a position to approve or deny.
His last note states you advised him not to submit the request and that
instead you would contact the Revdex.com*** did submit the
request to provide you with a full reimbursement of the purchase price
including sales tax via gift cardThe request was approved the same dayIf
you have not received the reimbursement upon receiving this letter please
contact me at the number below
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to
you regarding this matter, please do not hesitate to contact me directly at
###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

April 17,
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
According to your complaint filed with the Revdex.com, On February 14, you purchased three phonesOne was a *** which cost $The other two were straight phones which cost $eachIn November of you returned one of the *** *** phones and received a refund of $In March of this year you sent the other *** *** phone and realized you were not refunded the correct amount for the phone returned in NovemberThe cost for each of the *** *** phones was $You requested a refund for the remaining amount and faxed a receipt copy on March 17, per our requestYou were informed the receipt copy that was received was illegibleYou sent additional copies on March and 19, 2014, contacting N.E.Weach time to advise of thatWhen you contacted N.E.Wyou were advised each time that the expected time to receive a reimbursement is 7-business days
The desired resolution listed in your complaint is to receive the remaining amount of the reimbursement you are owed
A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted a claim for reimbursement of a cellular phone on January 13, A prepaid shipping label was sent to you via e-mailOn January 14, *** scanned your shipping label which triggered a reimbursement payment in the amount of $ You notified N.E.Won March 11, that the reimbursement you received was not for the full amountAn additional funds request was submitted for $54.33. N.E.Wrequested that you provide a receipt copy which you agreed to doOn March 13, you contact N.E.Wto inform us you had forwarded a copy of the sales receipt confirming the purchase price you paid for the cellular phoneIt turned out to be illegibleOn March you were advised of this and stated you would speak with *** in attempt to have more legible copy sent to N.E.W. On March 31, N.E.Wreceived a receipt copy that was acceptableThe request for additional funds reimbursement was approved the same day
A corporate resolution specialist spoke with you on March 31, to discuss your concernsShe called you back the following day April 1, leaving a voicemail message advising N.E.Whad received a receipt copy and was in the process of issuing additional funds due to the price difference. N.E.Wfollowed up with you on April 2, At that time you advised us that you were satisfied with the outcome, however when you had not received the check by April you called back to check on the statusThe same resolution specialist you spoke with before contacted you April to advise the correct time frame to receive the check was still in effectOn April 9, N.E.Wfollowed up with you to confirm you did in fact receive the check for additional funds You stated that you had. The 7-business days you were advised it takes to receive a refund begins once the refund has been submitted and approvedWhile you contacted N.E.Won March and to state you had sent a receipt copy, it wasn’t until March 31, that it was received and the reimbursement could be approvedN.E.Wregrets the confusion that contributed to your frustration
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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The 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 defectiveSince 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 subcontractorsIrregardless 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 moneyThe 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.
Regards,
*** ***

July
30,
***
***
Willows Avenue
Chatham,
IL
Case
# ***
Ms
***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.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 have been waiting for two months to receive a reimbursement check
to fulfill a claim for a damaged breast pumpYou were advised to purchase a
replacement item and then submit the receipt for reimbursement. You did so as well as returning the damaged
product. In an effort to complete the
claim you submitted the receipt copy a total of three times only to be advised
we never received itYou were later advised the claim was approved only to
wait another three weeks with no reimbursement check sent
The desired resolution listed in
your complaint is to receive the reimbursement check as expected
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WJune 2,
to submit a claim for a breast pump that no longer worked. There were two claims inadvertently opened
for you. A prepaid return shipping label
with a UPS tracking number ending in was provided to you from the first
claimThe *** website confirms it was utilized and delivered to our depot
center June 12, This claim was later canceled due to the duplicate claim
that was also opened. A second return
label was provided to you from the claim that remained open, however you had
already returned the productWhen our representatives later viewed the open
claim, it appeared that we were still waiting for the claimed item. Once we confirmed the item was received using
the return label from the canceled claim, the claim fulfillment was
approved. Our records reflect the reimbursement
was invoiced on July 27, 2015. You
should expect the reimbursement check no later than August 12, 2015. If you have not received the check by that
date please call me directly at ###-###-####, or if you prefer you may e-mail
me 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 |***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN

March 16,
Roman">
*** ***
*** *** ***
*** ** ***
*** ***
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:
Filed claim for phone repair, company
never attempted to repair phone, and refuses to respond to e-mailsOpen claim
since January 02, Purchased from: *** *** Purchase date: August
06, Purchase price: $Model number: ** *** Serial number:
*** Claim opened: January 02, Service request number:
*** Protection expires: August 05, Plan number:*** Reference
number:*** Claim was filed January 2nd, 2015, company claimed package was
being sent for me to return product inThe package never arrivedSent the
company messages through their Contact Us link, never received a single reply
Company's website shows an open claim still in progress from January 2nd, 2015,
yet no attempts have been made by company to finish the claim
The
following is the desired resolution listed in your complaint:
I just want the service that I
requested, my phone fixed or replacedI also would like to know why a company
that has negative reviews and positive reviews manages to have a star
rating
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed a claim imitated on January 2, for your
LG mobile device online at *** ** *** *** * *** *** *** ** *** *** *** *** ** *** *** *** ** ***
Two additional emailed were sent to you on January 20th and March 10th
A Resolution Specialist contacted you and you
advised you were unaware the shipping label were being sent to you by email
The Specialist mailed a shipping label to you at the address listed in this
compliant on March 10th via ***This label will provide a means
for your mobile device to be sent to N.E.W
so a *** gift card can be provided to you in the amount you paid for your
mobile device plus taxThis will complete your claim
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ***
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***
* *** * * *** | www.asurion.com

December 23,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
*** ***
PO Box ***
Altamonte Springs, FL ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You submitted a claim with N.E.WNovember 22, for a *** tablet that was purchased at a *** store February 10, You submitted receipt information as requestedYou are unable to proceed with your claim as no one at N.E.Wwill provide you with a status update
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the tablet
A review of your service history for the replacement plan you purchased has been completedThe research revealed you originally purchased a tablet from *** in along with a replacement Plan administered by N.E.W. A claim was submitted for the tablet you purchased in and N.E.Wprovided you with a reimbursement of the purchase priceThe replacement Plan was fulfilled in its entirety upon the reimbursement being issuedYou then purchased a second tablet in February N.E.Wasked you to provide a receipt copy confirming the purchase of a second replacement Plan for the new tabletYou indicated your understanding was the Plan you purchased in would carry over to the new tabletWe advised you that was not correctThe Plan is active until we provide a replacement/reimbursement for a covered product or until the Plan expires, not bothUnder the section of the terms and conditions of the Plan listed as the Limit of Liability, you will read the following
In the event that the total of all repairs exceeds the purchase price you paid for the product, excluding sales tax, or we reimburse you for a product with another product with similar features, we shall have satisfied all of our obligations under this Plan
N.E.Wprovided you with a reimbursement of the purchase price you paid for the tablet that was bought in 2011. Upon issuing the reimbursement, your plan was no longer in effectYou used the reimbursement funds to purchase a replacement tablet, but you did not provide proof of purchase for another replacement PlanThis is the reason the claim submitted November 22, was not honoredN.E.Wprovided an explanation to you in an e-mail that was sent December 5, Below is a copy of the e-mail we sent
Hello,
Thank you for submitting a copy of your purchase receiptThe receipt provided does not show the purchase of your protection plan for the second ***A previous claim for a *** was processed under service request number *** which was fulfilled by gift card number ***This gift card did fulfill the contract and a new one is required for the second tabletPlease provide a copy of the purchase receipt showing the purchase of a second protection plan
Thank you,
Brett
Examiner, Claims Review
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

Hi ***,
"">
Please have the below complaint redirected to be filed against *** ***The customer compliant is regarding a product purchased from them that was never received and he was still billed
Thanks,

June 2,
">
*** ***
*** *** **
*** ** ***
Case # ***
Dear ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com you state the following;
You purchased a two year replacement guarantee for $for a wireless phoneN.E.Wrefused to honor the replacement and wanted to refund you the sale amount, not the full product purchase price
The desired resolution listed in your complaint is to have your phone replaced with the same make and model
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WMay 16, to submit a request for replacement of your wireless phone purchased at ***You were advised the same make and model of your wireless phone was unavailable and that you would receive a reimbursement of the purchase price in addition to the sales tax that you paidYou stated you did not want a reimbursement but rather you desired an actual replacement of the wireless phoneYou specifically mentioned that the color of the wireless phone did not matter if that would help expedite the claimWhen you were advised there were no replacements of the same make and model regardless of color you requested to speak with a supervisor
A representative from our corporate office contacted you, addressed your concerns regarding the claim process and provided you with her direct phone numberShe also advised that she would submit a reimbursement of the service fee as a goodwill gesture for customer satisfaction that you should receive in 3-days. The corporate representative has added notes that confirm the wireless phone is in route to N.E.W Once the wireless phone has been received and inspected she stated she would assist you and oversee the claim until completionThe representative informed me of your discussion and that you were satisfied with the resolution.
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 ###-###-####

[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 Thank you for working to resolve this matter*** has been very helpful
Regards,
*** ***