Johnstone Supply

September 26,
face="Times 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 filed with the Revdex.com is summarized below
In June of this year you submitted your son’s *** game system to N.E.Wfor repair of a broken screenYou received confirmation N.E.Wreceived the productApproximately ten days later you received notice the game system could not be repaired, and you would receive a reimbursement of the purchase price in the form of a gift cardYou contacted N.E.Wto confirm the address the reimbursement would be sent to as you do not have local mail service in your areaYou were concerned if the reimbursement was addressed to your home it would not be delivered by United States Postal Service (USPS)An N.E.Wrepresentative assured you the reimbursement would be sent via *** *** *** (***) within seven to ten business days and that your home address would be fineAfter you did not receive the reimbursement, you contacted N.E.Wand were told it was sent via USPS and would need to be reissued requiring another seven to ten days After you did not receive the gift card the second time, you were advised the card could not be issued until fifteen business days had passed so the original card could be confirmed as canceledAs of September 12, you still had not received the expected reimbursement
The desired resolution listed in your complaint is to have the reimbursement sent via a traceable method so you can confirm the address and follow its progress
A review of your service history for the replacement plan you purchased has been completedThe research revealed a reimbursement for your son’s *** game system was first issued July 8, You contacted N.E.WJuly 23, to inform us you had not received the gift card reimbursementDue to both system issues and human errors your reimbursement was not received by you until September 22, 2014. To wait longer than ten weeks for a reimbursement is certainly not typical and we regret that your experience has been less than satisfactory In an effort to prevent your experience from reoccurring, we are addressing the breaks in communication that happened on our end that aided the delay of your reimbursement
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

March
27,
*** ***
*** *** ***
*** *** ** ***
*** ***
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 Asurion did
not meet your expectations
Asurion
is an administrator of extended service plans, buyer protection services and
product support programs that serves more top consumer electronics retailers
than any other provider. Asurion offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated
According to
your complaint filed with the Revdex.com you state the following:
“Asurion refuses to honor the contractWe purchased
kids bicycles from *** with years warrantyWhen we called to file a
claim on one of the bike, they said they do not cover that which was the bike
seatsI called to file another claim on the second one where the gear chain
keeps coming lose which causes my kid to fall and they said they only offer
electrical or mechanical issue coverageTo my knowledge this is a mechanical
issue and they refuse to cover itI spoke to their rep on their phone and said
oh so sorry but nothing we can do.”
The desired
resolution listed in your complaint
“Asurion has to
honor the contract and fixed the bikes or replace them if needed”
A review of your
service history for the replacement plan you purchased has been completedThe
research revealed that a Resolution Specialist named Alaina reached out to you
on March 23rd and confirmed the failures you were experiencing
Alaina initiated a claim for each of your bicycles and advised you she would
oversee them to completion
Once claim
payment is made via gift card for the purchase price you paid for your bicycles
plus tax N.E.Wwill have fulfilled
their obligation under the terms of the replacement plans you purchased for
your bicycles
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***
Sr
Compliance Coordinator | ***
* *** * * *** * www.asurion.com

June
2,
*** ***
*** *** ***
*** ** ***
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 submitted a tablet to N.E.Wfor
repairYou were advised on May 2, you would receive a reimbursement of
the purchase price you paid for the tablet when it was determined to be
unrepairableYou were also advised the time frame to receive the reimbursement
was 10-business daysAs of May 15, you had not received any
compensation
The
desired resolution listed in your complaint is for N.E.Wto refund the cost you paid for the extended warranty
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed that a service request to repair a cracked
screen for your tablet was submitted April 15, A prepaid shipping label
was forwarded to you the same dayThe service center assigned to repair your
tablet received it April 22, It was determined that parts were required
to repair your tabletOn May 1, a request to reimburse the purchase price
you paid for the tablet was recommended as the part had not arrivedYou
received a notice May 2, that the reimbursement had been authorizedOn
May 4, you inquired about the extended warranty being transferred to a new
tabletYou were advised that was not an option as the extended warranty will
only provide a full reimbursement of a product once during the term of the
warrantyOnce it has been utilized the extended warranty is considered to be
fulfilledThe invoice date for the reimbursement is listed as May 6,
I
attempted to contact you twice on different dates to ask if you had received
the reimbursementI provided my contact phone information and asked you
specifically to call me directly if you had not received the reimbursementIf
you have not received the reimbursement please contact me directly by phone at
###-###-#### or by email at ***We are unable to provide the
desired resolution listed in your complaint to reimburse the cost of the
extended warrantyIt is the existence of the warranty that permits N.E.Wto provide a reimbursement of your
purchase price
N.E.Wvalues you as a customer and we regret any inconvenience you endured
during the claim processI 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 ###-###-####

June 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
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
number
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 stated the
following:
On
May 25th you requested service through the warranty you purchased
for your laptopA box for shipping your laptop in for repair was received but
a shipping label was never receivedAfter calling on June 5th and
being told a shipping label would be sent you kept checking your email and SPAM
email. On June 18th when you
called due to not receiving a shipping label you were advised the laptop should
go to service for a replacementAs of the date you filed this complaint it has
been almost days since your laptop quit working
The
desired resolution listed in your complaint is for the laptop to be repaired or
for you to receive a reimbursed for the purchase price you paid for the laptop
Our
service history reflects you initiated a service request on May 25th
for your ** laptop computerDuring the claims process there were four
interactions with a live representative at N.E.W
The first interaction was on May 25th and trouble shooting was
completed for the laptop’s keys not working and it failed to helpA box and
UPS label *** were sent to you via UPS tracing
*** and their delivery was confirmedA second interaction on
June 5th is noted; you asked for another label to be mailed to you
due to not receiving the UPS label that was sent with the shipping boxA third
interaction on June 13th is noted; a new label was requested by you
to be sent via email but the request never processed completelyAn issue with
resending emails with shipping labels has been identified within our system and
it has been correctedPlease accept my apology for any inconvenience this may
have causedA fourth interaction on June 18th is noted; a service
solution was opened the same day for the day delay in you receiving a
shipping label to send your laptop in for repairThe service solution provides
you with reimbursement for the purchased price you paid for the laptop plus
taxI pushed the service solution through for completion on June 19th
The reimbursement check was sent to you via UPS tracking *** and
was delivered on June 23rd
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,
*** ***
SrCompliance Coordinator | ***
P ###-###-#### | F ###-###-#### | www.asurion.com

This is the WORST service I have had(Although the people who answer the phone are very polite.) I began to think that buying a service plan from Home Depot was some sort of scam The poor service for the repair will keep me from buying appliances from Home Depot My washer broke, so I called the service company and they told me I'd get a call from a repair person within 24-hours No call I called them back and they said they had the wrong phone number for me OK, I gave them the correct number It would be 24-hours for a call No call I called backThey said they'd expedite the order, thus, a service agent would call me in hours (hardly expedited, but OK) days later, no call I finally get an email with a phone number for the repair people I call THEM They said the service people gave me a wrong phone number for meThey tell me that they were at my house that morning?!!! I asked why He said that the service company said that that is the time I scheduled the appointment I said, no it wasn't because I never got to schedule with anyone I told him these are stupid people He agreed Apparently, this is not uncommon Don't buy extended warranties from Home Depot

face="Times New Roman">
June 26,
*** *** ***
*** *** ***
*** ** ***
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
number
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 stated the
following:
You purchased a desktop computer in
along with a year in home service contractIn May the desktop
computer’s screen started going blankWhen you called in to receive service
you were advised a box and label would be sent to youYou advised the
representative that you would not be able to box the desktop computer up due to
your disabilityThe representative advised you someone would provide an in
home repairThe following day you received a phone callThe representative
calling advised in home service was no longer availableWhen you asked you
were told that no one could come to your home and pick the desktop computer up
for service.
The
desired resolution listed in your complaint is to have your desktop computer
repaired in your home or have it picked up and taken in for repair
A
review of your service history for the service plan you purchased has been
completedThe research revealed your call to N.E.Won June 3rd to initiate a service request for
your computer’s monitor not staying onThe representative noted your
disability and that you could not package your computer for shipping. A call was placed to you on June 4th
and you were advised that in home service could not be provided and your
computer could not be picked up for service
I
called you contact number on Friday, June 20th and left a message
that a local service center had agreed to pick your computer up for repairI
asked that you call me back if you did not hear from the service center by
close of business Monday, June 23rd***’s service request was
noted on June 20, that *** *** will be the service center to pick
***’s computer up for repairThe technician from *** *** picked
up ***’s computer monitor on June 25,
If
we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
*** ***
SrCompliance Coordinator | ***.***
P ###-###-#### | F ###-###-#### | www.asurion.com

June 9,
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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 were advised that in order to file a claim with N.E.Wfor a car seat you were required to purchase another one firstPrior to needing to file a claim you were never advised of this requirementYou already have another car seat as you purchased a second one for a different automobile
The desired resolution listed in your complaint is to receive a check for the purchase price amount you paid for the car seat
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.W. June 3, to report the seams were coming apart in a car seat purchased at *** * **You were advised to purchase a new car seat and then call back for instructions about how to send the damaged car seat to N.E.Wto continue the claimThe reimbursements for children’s car seats, strollers and breast pumps purchased at *** * ** are handled slightly different from other products purchased at the same storeThe section of the Terms & Conditions of the *** * ** Replacement Plan labeled What Is Covered for strollers, breast pumps, and car seats reads as follows;
if Your Product requires replacement, You will be instructed to fill out a claim form and fax the completed claim form along with Your original sales receipt to ###-###-#### You will then be instructed to purchase a new Product with similar features from the Retailer from which You purchased Your original ProductAfter You have purchased Your replacement Product, You must fax in a copy of the new receipt containing the purchase of the replacement ProductUpon receipt of the new sales receipt, a representative will contact You with shipping instructions for the original productWe will reimburse You the original purchase price in the form of a check or gift card once the original product is received at Our authorized service center, and a covered failure has been verified
I spoke with you Monday June 9, to discuss your concerns and apologize for a less than satisfactory experienceYou reiterated that you had no prior knowledge of the requirements necessary to complete a reimbursement claim for a car seat purchased at *** * **In the interest of customer satisfaction and goodwill I offered to submit a buyout request for your car seat which you acceptedN.E.Wwill issue a check to you in the amount of the purchase price you paid for the car seat plus any sales taxDuring our conversation I confirmed this price amount with youOnce the check has been issued we will send it to you via next business day delivery to the address listed aboveYou indicated this would provide a satisfactory solution to your complaint
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

March 10,
*** ***
*** *** ***
Columbia, MD
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
According to your complaint filed with the Revdex.com, you
submitted a claim with N.E.Wfor a tablet on November 11, You were
informed in December that you would receive a reimbursement check for the
purchase price paid for the tabletYou mentioned that as of March 19, you
had not received the check, however I believe the date you intended was
February 19, 2015, as that is the date you submitted your complaint to the
Revdex.com
The desired resolution listed in
your complaint is to receive your reimbursement check
A review of your service history
for the replacement plan you purchased has been completedThe research confirmed
you initiated a claim with N.E.W
November 11, for a tablet. We
requested proof of purchase for the tablet which was received and approved
December 12, A prepaid return shipping label was provided for you to send
the tablet to our service centerThe tablet was received December 17, and
a reimbursement check for the purchase price plus sales tax was finalized
December 18, On January 3, you notified N.E.Wthat you had not received the checkYou were advised
days must pass from the date the check was issued before a reissue will be
approvedOn January 10, a reissue request was submitted, however it was
not submitted using the correct systemThe check was not reissued until
February 3, Your complaint to the Revdex.com was filed
February 19, 2015. The following day
February 20, you called N.E.W
to inform us you did receive the reimbursement checkOur accounting department
confirmed the check has been reconciledWe regret your experience with N.E.Wwas less than satisfactory, and
that your wait time for the reimbursement check was longer than expectedI
hope this response provides you with the necessary information to close out
this complaint filed against N.E.WIf we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####
Regards,
Ken P***
Compliance Coordinator |***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Ken,
Thank you for you assistanceMe and my wife are more than satisfied with your actionsIt was unfortunate what took place with Lifetime services and N.E.W I never wanted it to come to this, but had no other options.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For y**r reference, details of the offer I reviewed appear below
Ms***: The cancellation policy is part of the contract, ok! Do y** just ignore it deliberately? So what is y**r cancellation policy? is this just a piece of fancy decoration to trap customers?Ms*** said that **r plan was ready to construction: she is a big liar and story maker. Let's find it **t: First, we were just on the first meeting, still considered the quotes for adjustments, there was no final floor plan yetSecond: We asked them to hold on the survey, but they went for it with**t **r authorization in order to catch the businessThird: we didn't have the second meeting for selection of building materials yet, how was that plan ready for construction? Maybe she w**ld tell us that the construction had been finished already. They just kept lying and lying in order to cheat customer's money.Ms*** said that KHI c**ld ask for more or even full am**nt of h**se price: how greedy is she! $500k for just a c**ple pieces of print**ts? If there was no law in US, we w**ld believe itFortunately there is a consumer law protecting the consumers, The greedy KHI was not able to rob consumers like that. Ms*** thinks that the matter can be closed: Who is she? she th**ght she was a judge? Is it that easy that she can walk away with **r money. No way!!!
Regards,
*** **

October 16,
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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
You purchased a tablet from ***.com for $along with a two year replacement planYour understanding was the tablet would be replaced if it quit workingAn attempt to troubleshoot the tablet did not resolve the problemYou were offered a reimbursement of the purchase price you paid for the tabletYou do not want a reimbursement
The desired resolution listed in your complaint is to receive a replacement tablet
A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wwas contacted September 6, regarding a problem with the screen on your *** tabletIn an effort to resolve the problem an N.E.Wrepresentative attempted to troubleshoot the issue without resultsYou were informed a return shipping label would be sent to youUpon receiving the tablet, N.E.Wwill provide a reimbursement of the full purchase price paid for the tablet including sales taxThe purchase price N.E.Wregistered for your tablet is $89.99, not $as mentioned in your complaint
The terms and conditions of the replacement plan you purchased state that for items purchased with a retail price less than $N.E.Wwill reimburse the full purchase price of the product including sales tax in the form of a *** e-gift card. With the reimbursement funds provided to you, you are then able to purchase a new product, essentially “replacing” the productThe current retail price of the same *** tablet you purchased from ***.com is now less than the retail price you paid in November of last year meaning you will actually have funds left over on your e-gift card if you decide to purchase the same tablet.
N.E.Wdoes value your business and we regret that your experience has been less than satisfactory, however we are unable to fulfill your desired resolution to send you another tabletI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

September 18,
*** ***
** *** ***
*** *** ** ***
Complaint
ID#***
Dear *** ***,
On behalf of
Asurion, please accept this letter in response to your inquiry filed with the
Revdex.com of Metro Washington DC & Eastern Pennsylvania, under
the above referenced file numberI would like to offer my apology that your
experience with Asurion did not meet your expectations
Asurion
and its member companies, 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 providerAsurion offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience
Asurion strives
to provide world class customer service. Each call or letter that comes
into Asurion regarding concerns or issues relating to our service plan(s) is
thoroughly investigated
According
to your complaint filed with the Revdex.com you stated the
following:
The refrigerator continues to fail and repairs are
not timely nor are they sufficientThis causes you added concern as you have a
child who needs their medicine refrigeratedA service call was needed in July
2013, five months after you purchased the refrigerator and there was an eight
day delay in service due to Asurion sending a technician that advised the
repair needed to be completed under the manufacturer’s warranty not by Asurion
The next service request in July and the refrigerator was serviced the
following day In August when the refrigerator would not cool again, after many
phone calls it was days before your refrigerator was serviced, after you were
advised the time frame was five daysThe technician that completed a service
call you needed in September 2014because the refrigerator would not cool
advised the computer or the entire refrigerator needed to be replacedYou
indicate Asurion denied your request for a replacement refrigerator and would
not authorize its repair
The desired
resolution listed in your complaint is to have your refrigerator replaced and
be reimbursed for all of your food loss
A review of your
service history for the service plan you purchased has been completedThe
research revealed a service call in July for your refrigerator not
coolingThe repair was completed by the manufacturer, **The next service
call was in July for the same failure and it was completed by Asurion
Additional service calls in July, August and September were requested due
to your refrigerator not coolingUnfortunately, two of the service calls are
listed as no trouble foundSince the “No Lemon” guideline in the terms and
conditions allow for a replacement of a product after three repairs for the
same issue, if the refrigerator requires a fourth repair for the same issue,
Asurion did not authorize replacement of your refrigerator due to no trouble
found when the servicer was there for the service call
When Asurion
received a letter written to our CEO, Steve E***, a service solution was
initiated, for customer satisfaction that would reimburse you for the purchase
price of your refrigerator plus taxWe spoke on September 10th and
I advised you a reimbursement check was forthcoming and that I would investigate
the food loss claims that were openThe food loss reimbursement forms for your
claims were received and processed on September 11thAn email was
sent to you at *** to provide the
*** tracking number for your food loss reimbursement check being delivered and
to advise the additional $food loss payment you had requested was approved
for customer satisfaction for any inconvenienceThe reimbursement for food
loss was delivered to you via *** tracking *** on September 15th.
We spoke on
September 16, and I apologize for the inconvenience and concern you had
been caused by service delays when your refrigerator was not working properly
You advised the food loss reimbursement check was received on September 15th
When asked you had no additional concerns or unanswered questions
I hope this
response provides you with the necessary information to close out this
complaint filed against N.E.WIf I can
be of further assistance to you regarding this matter or in the future, please
do not hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
SrCompliance Coordinator | ***
P ###-###-#### | F ###-###-#### |
www.asurion.com

November
12,
Roman">
*** ***
*** * *** ***
*** ** ***
Complaint
#***
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 experienceN.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 investigatedAccording to your complaint
filed with the Revdex.com you state the following:
You purchased a product care plan and
when you called to utilize it N.E.Wrefused to file your claimN.E.Wadvised
you your vacuum was still under the manufacturer’s warrantyYou were unaware
your vacuum carried a year manufacturer’s warranty until you called to
initiate a claimThe manufacture has been contacted and you have been advised
they will replace your vacuum.
The
desired resolution listed in your complaint is for N.E.Wto honor the Product Care Plan agreement and cover your
vacuum
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed your call to N.E.Won October 31st when you were directed to contact
the manufacturer after explaining the concerns you were having with your
vacuum
Coverage
for power surges became effective on November 15, when you purchased the
Product Care replacement plan for your vacuumAny other problems with your
vacuum would be the responsibility of the manufacturer for the first yearN.E.Whad no responsibility to cover
your vacuum when you called on October 31st unless a power surge
caused the problems you were experiencing because your vacuum was still under
the manufacturer’s warrantyAny
product a person purchases carries a one year manufacturer’s warranty unless
otherwise specified in the paperwork a manufacturer includes with a product
After
the first year, the replacement plan you purchased for your vacuum continues to
provide power surge protection along with coverage for mechanical electrical
failure cause by defects in materials and/or workmanship, wear and tear,
dust, heat or humidity that the year manufacturer’s warranty no longer
covers.
When
you receive the replacement vacuum from the manufacturer, the Product Care
replacement plan you purchased will cover the replacement vacuum until January
13, 2016.
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***
Sr
Compliance Coordinator | cynthia.r***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

December 4,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
*** ***
*** *** ***
Blue Island, IL ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You initiated a claim with N.E.Wfor a laptop computer in need of repair during the policy period, but never sent itWhen you contacted N.E.Wyou were advised your extended service plan expired and the claim had been canceled. You requested the claim be reopened but were deniedYou were not advised of a time limit to complete the claim, and you are uncertain why the claim cannot be reopened as you initiated the claim while the policy was in effect
The desired resolution listed in your complaint is to have your laptop serviced or replaced
A review of your service history for the replacement plan you purchased has been completedThe research revealed you first contacted N.E.Wregarding your laptop on March 24, A service request was approved, with a prepaid return shipping label provided to you so that you could forward the laptop to our service centerDuring the next two years and eight months we received no contact or communication from youYour claim was closed due to no activity after daysN.E.Wwould have gladly initiated another claim if you had contacted us while your extended service plan was in effect, however it expired March 14, We also would have provided an extension to your Plan if you had attempted to contact us within days of the plan expirationIt is not reasonable to expect N.E.Wto complete a claim that was initiated almost three years ago with no further contact from you, and for a Plan that expired almost two years ago
We at N.E.Wdo appreciate your businessWe regret your experience was less than satisfactory, however we respectfully deny your desired resolution to service or replace your laptop
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

[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.
I do remain skeptical of the quality of service and will avoid future purchases from this company After the resolution was complete via refund as stated in the response letter, an e-mail was received stating "Your LED TV has now been repaired! We hope you were satisfied with your experience." It seems there are still some procedural issues within the service department that should be addressed
Regards,
*** ***

June 22,
*** ***
* *** ***
Long
Beach, NJ ***
Case #
***
On behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above
referenced file numberI would like to offer my apology that your experience with
Asurion did not meet your expectations
Asurion Service PlansInc
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience
Asurion strives to provide
world class customer service. Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed
with the Revdex.com, you purchased a *** Elite Dual Sear Gas
Grill in April from The *** *** with a two year replacement planSince
purchasing the grill it has not heated consistently and it is not holding up at
all. You keep the grill covered when not
in use and in a garage during the winter months. You contacted The *** *** and they
provided you with our contact information.
After twice providing Asurion with requested information, you received a
third request for the same information
The desired resolution listed in
your complaint is to receive a full reimbursement of the purchase price
paid.
A review of your service history
for the replacement plan you purchased has been completedThe research
confirmed you contacted Asurion April 24, to submit a claim for your
*** grill. A reimbursement of the
purchase price paid was approved pending a review of the receipt confirming purchase
of the grill. On May 4, Asurion did
receive a receipt copy, however the receipt did not have an itemized breakdown
confirming purchase of both a grill and the protection plan. On May 21, a receipt copy was marked as
received and approved for reimbursement of the purchase price paid for the
grill. A reimbursement check was issued on May 27,
2015. I attempted to call you at the
phone number provided to the Revdex.com, but received a message
that the “call could not be completed as dialed”. If you have not received the reimbursement
check upon receipt of this letter, please contact me directly at ###-###-#### or by e-mail at ***@asurion.com
I hope this response provides you
with the necessary information to close out this complaint filed against
Asurion If we can be of further assistance to you regarding this matter,
please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator * ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

I called them on Monday with an issue with a really old lockI was transferred to the owner and she gave me her personal cell phone to send pics of the lock so they knew what they were dealing withShe then sent out a tech who knew exactly what I needed and had me fixed in minutes!!! Wonderful people!!

[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 would like to thank the Revdex.com for their efforts in resolving this issue quickly and successfullyThank you so muchYour help is greatly appreciated
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 again and regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: There is an error in the letter pertaining to the amount paid, $The letter states that the check was for the purchase price and for the tax paid, a review of the sales receipt will confirm that sales tax of 7.5% was paid on the purchase priceThis is just a response to Asurion Corporation to the comments from the section of the Revdex.com complaint form, The desired resolution for the complaint"When a company fails to meet it's own Customer service guide lines and fails to respond to the customer's attempts to get help from April until June 15, until a Revdex.com complaint is filed April 26, 2015, This is Gross Failure to provide an "Honest Effort" toward some resolution for the customerI know that there are no grounds to demand that my claim amount should be doubled but a company that has admitted fault, should in GOOD FAITH give the customer a reason to do business or recommend their services in the future
Regards,
*** ***

I've had a second company come out just to make sure what refrigerator I haveThe first company just stopped calling me or coming back and I have been without an ice maker for monthsthis is the worst one I have ever hadthey have put in and it still doesn't workhome depot protection plan is a jokethey should of replaced the refrigerator instead of putting me threw all this aggravationthis Samsung Refrigerator is junk and its never worked right from the start