Johnstone Supply

December 18,
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*** ***
*** *** *** ***
Wolfforth, TX ***
Case # ***
*** ***,
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
You submitted a claim with Asurion on November 21, for an *** ***You were asked to remove the hard drive and asked your husband to do soYou thought he had, but later advised you he had not and submitted the *** *** as it wasAfter it was received you were informed the claim was denied due to the console being opened which voided the warrantyYour attempts to speak with someone for assistance have been met with transferred calls and no resolution
The desired resolution listed in your complaint is to have a functioning game console
A review of your service history for the replacement plan you purchased has been completedThe research revealed you initiated a claim with N.E.Wfor your *** *** on November 21, A prepaid return shipping label was provided to youThe service center assigned to repair your unit received it December 4, and advised it would be returned unrepaired due to an unauthorized repair attemptDecember 5, you spoke with a representative who listened to your concerns but stated photographs confirmed the tamper seal had been broken and the unit would remain unrepairedOn December 10th a corporate resolution specialist processed a reimbursement of the purchase price you paid for the *** for customer satisfactionWe confirmed with you on December 15, that you had received the reimbursement
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

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. They are making a full refund to meThanks for your help.Regards, *** ***

January 13,
*** ***
** *** *** *** *
Guilderland, NY
Case # ***
Mr***,
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 recently purchased a *** rechargeable floor and carpet sweeper
from *** with a replacement plan administered by N.E.WThe sweeper
sustained what you describe is a mechanical breakdownYou contacted N.E.Wand
were advised you would need to speak with the manufacturer in order to repair
the sweeperYou did contact the manufacturer who informed you the part
necessary to repair the sweeper would be delivered after February 18, You
believe N.E.Wis avoiding responsibility of fulfilling the claim and that we
have advised you we are not obligated to honor the claim without providing an
explanation
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
floor sweeper, refund of the purchase price paid for the replacement Plan, and
compensation for denial of service
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you purchased a floor sweeper from *** on August 23, You
contacted N.E.Won December 3,
to submit a claim for your floor sweeperThe representative you spoke with
advised you to contact the manufacturer for assistanceN.E.Whas had no further contact with you regarding a problem with
your floor sweeperYou were instructed to contact the manufacturer because the
floor sweeper has a manufacturer’s warranty that is active until August 22,
The replacement Plan administered by N.E.W
does not provide cover*** for mechanical breakdowns that occur during the
manufacturer’s warrantyUnder the section of the Terms and Conditions of the
replacement Plan you purchased labeled Manufacturer’s
Responsibilities you will read the following:
Parts and services covered during the manufacturer’s warranty period
are the responsibility of the manufacturer
You indicated you did contact the
manufacturer, and your statement that the part necessary to repair the floor sweeper
is forth coming indicates they are fulfilling their warrantyWe regret the N.E.W customer service representative
you spoke with did not provide a clear explanation of why you were instructed
to contact the manufacturerWe will utilize this situation as a coaching
opportunity in an effort to avoid repeating the same experience with another
customerWe appreciate you as a customer but respectfully deny your request to
receive a reimbursement of the purchase price paid for the product, or to
receive compensation for denial of serviceIf you still desire a refund of the purchase
price paid for the Plan please contact me directly at ###-###-#### or by e-mail
at ***. I will provide you with the instructions
necessary to terminate the Plan and receive a refund. If you choose not to terminate the Plan,
please be aware that it will provide cover*** after the manufacturer’s warranty
expires and will be active until August 22,
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
*** *** *** * *** *** |
Nashville, TN
***data>

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
Hope Mr*** can read his own cancellation policy again.The main message that Mr*** wanted to convey in his response was that the contract was not cancellable, once the customer canceled, he had the right to keep all the deposit. Why didn’t he have that in his contract? But contrary, his company has cancellation policy in place, which clearly indicates: cancellation after mameeting will charge $from deposit, charge $after plan is drafted and $after surveySo what’s that cancellation policy for? Just for trapping customers? We only had one meeting with one of his employee; it lasted ab**t an h**r and minutes, s*ld it cost $7500?He lied ab**t “they approved and signed their survey”! On March 28th, one of his employees sent us an email to ask us to review the final print**t, we told her to hold and we were reviewing the lot plan, and on April 4th, she sent us email again, copied herein: “I just wanted to check in and see if y** have had a chance to review the attached lot drawingMike *** just wanted y** to be aware that the city may not allow the h**se to be tilted this much on the lotWe can keep it as is and get it repositioned later if needed or reposition it right awayI cannot order the survey or apply for the building permit until I hear from y**.” Then on April 6th, after we called for cancellation, he told us that the survey has been doneIt takes weeks to do the survey, it is only two days from 4th to 6th! Only thing I can say is that He moved forward with**t customer’s authorizationWe have to ask Mr*** what’s purpose of first meeting for building a h**se? It is for customer to make some adjustments based on the options for specific floor plan, right? The modifications he mentioned in his repose were the quotes we requestedThen, we w**ld make **r final decision on floor plan based on the quotes his company gave to usWe were reviewing the quotes and haven’t given them **r decision yet. Those changes were all based on his company’s existing floor plan, they were not re-designedThe things they did were just modified existing graphic file in the computer and printed **t to show us while we were waiting for downstairs during that first meeting, which only took his employee a c**ple of minutesAll were done in that first meeting. Dose it worth $7500? The reason we wanted to cancel was that we heard some not good ab**t his companyWe made the right decisionLook what he did: In order to keep customer’s all deposit money, trying to find all excuses with paying no respect to his own policyA decent person won’t run the business in this kind of way
Regards,
*** **

August 27,
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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 copied below
I purchased a extended warranty from *** online to cover a phone I purchased from themWhen I filed for replacement claim, I was referred to Asurion as the insurerI called to make the claim, and was given a time frame of to hours for reimbursement to be made after shipping with the label they provided was scanned into the *** systemAfter hours I called to check on the status of the claim, and was informed that I was chosen for a random audit and it would take an additional three to five working days for them to complete the investigationI asked to speak to a manager and was transferred to another department that was closed for the weekendI called back and immediately asked for a supervisor to speak withI explained the situation and the fact that it was a work phone and the lack of it was costing me moneyI asked why did they choose me for an audit adding more time than what they had told me when we first began the processRichard told me that there were several factors that were used to determine the decision and that he was not at liberty to discuss them with meHe then told me that I could buy a phone and if they honored the warranty I could use it for something elseThe whole dealing with this company has been unprofessional and deceivingBesides the cost of my phone, the time I have already paid on the phone (that will not be compensated), and the lost of work caused by the absence of my phone, I have no reason to believe that there is any good intention of honoring the warranty when they didn't even honor the verbal contract set forth in the beginning
The desired resolution listed in your complaint is to be reimbursed for the claimed phone, the prepaid phone time, and loss of workYou would also like a written apology with an explanation why you were discriminated against
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won August 6, to initiate a claim for a damaged wireless phone originally purchased at Walmart A return shipping label was forwarded to your e-mail addressThe *** website indicates you dropped off the return package at a *** retail location on Thursday August 7, however N.E.Wdid not receive the notice until the following day Friday August 8, When you contacted N.E.Won Saturday August 9, to check on the status of your claim, you were informed it was selected for a random auditThat was an accurate statement It was entirely random. N.E.Wselects approximately 5% of claims per month for random audits for quality assurance purposesThere were no extenuating circumstances or factors that flagged your claim for audit Once your cellular phone was received on Monday August 11, the reimbursement was approved and issued the next day August 12th. I’d also mention that two of the days during the claim process were weekend days which delayed the arrival of your package at our service center N.E.Wdoes not issue reimbursements on weekendsWe at N.E.Wcould have better informed you about the claim process and for that I sincerely apologize Our research indicates the reimbursement was received and has been utilized in fullWe are unable to meet your desired resolution to be reimbursed for prepaid air time, or compensate you for lost workUnder the terms and conditions of your replacement plan you will find the following information
What is Not Covered item # incidental or consequential damages and item # 14, loss of business, loss of profits, down-time and charges for time and effort
We at N.E.Ware especially concerned that you feel you were discriminated againstI can assure you this was not the caseYour claim was selected for a random audit, nothing moreWe do value your business and sincerely regret that your experience was less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

March 5,
*** and *** ***
*** *** ***
Hixson, TN
Case # ***
Mrand Mrs***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com, you
purchased a washer and dryer with a year extended warrantyThe washer has
broken six times in six monthsEach time service is required you have to wait
a week for a technician, another week for parts to be delivered, and then
another week for the technician to install the partsOn one repair visit the
technician improperly installed parts causing damage to the washing machine
There have been service appointments canceled without the service center
informing you of the cancelations, resulting in unnecessary time off from work
The desired resolution listed in
your complaint is for the washer to be replaced and to receive compensation for
two days work missed due to the service center failing to keep appointments
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed N.E.Wwas first notified of
an issue with your washer on September 2, You were advised to contact the
manufacturer as it was still under the manufacturer’s warrantyN.E.Wwas notified November 6, of
an issue with the washer leaking waterA service request was approved and
assigned id # ***Parts were required to complete the repairThe service
history notes indicate the bellow and tub fins, also known as baffles, were
replacedThe service request was completed November 21, 2014. A second request for service was submitted
January 2, and assigned id # *** due to the wash cycle not working
properlyThis repair was marked as complete January 8, after the bellow
was adjusted and the tub fins securedThe third service request assigned id #
*** was initiated January 29, with a note that the washer displayed Error
Code Eand would not spinParts necessary to perform the repair were ordered
February 4, On February 11, a technician performed repairs to your
washer, however it was discovered additional parts were necessary to complete
the repairAn appointment to complete the repair was scheduled for February
18, 2015, however that appointment was rescheduled for February 24, The
technician added notes indicating the repair was completed and the washer
tested successfully
The request to provide a
reimbursement of the purchase price paid for the washer under the “no lemon”
policy was not approved as the terms and conditions of the Service Plan dictate
the product must be serviced three times for the same issue and then require a
fourth service request for the same issueRepairs performed under the
manufacturer’s warranty do not apply towards the “no lemon” policyWhile the third
and final repair required additional visits to your home, it was still
considered one service request.
The Service Plan does not provide
coverage for incidental damages such as time off from workAs such we are
unable to compensate you for work days missed due to reschedulingI hope this
response provides you with the necessary information to close out this complaint
filed against N.E.WIf we can be of further assistance to you regarding
this matter, please do not hesitate to contact me directly at ###-###-####Should
any further issues arise with your washer I would also encourage you to contact
me directly for assistance
Regards,
Ken Page
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** * *** *** |
Nashville, TN

July 21,
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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 copied below
On 1/9/I purchased an *** Purple Notebook onlineWhen it arrived I realize I was not able to use it because the keyboard was too small for me to type on it and I exchanged it the week of the 17th of January, 2011; I never used the computer as it did not fit my needs*** gave me a refund for the purchase, but told me I had to request a refund from the warranty companyI contacted the NEW and requested a refund and was told I needed to provide them a copy of sales receiptI have sent them at least copies of this receipt over the past few years and made numerous phone calls, but have never heard from themI paid $plus tax, which would make it $which I am entitled to as a refund
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for you notebook including interest from January 9,
A review of your service history for the replacement plan you purchased has been completedThe research revealed there has been no written or verbal communication with you regarding a repair, replacement, or refund of the purchase price paid for an extended service plan assigned to your *** notebookWe have no record of receiving any receipt copies of your notebook, including copies necessary to register your product with N.E.WI confirmed with our contacts at *** that they also have no record of any request to refund the purchase price paid for your extended service planYour extended service plan expired January 8, 2014.
I regret to inform you that N.E.Wis unable to refund the purchase price of the extended service plan you bought for an *** tablet
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

Thank you so much for your follsupport***, *** ***’s Home Protection Plan, has told me they are granting me a full refund for the washer/dryer because it was not repairableI am very pleased with their
action but not pleased with the length of time it took to get the matter settledThe washer was out-of-service almost more than it was in-service
*** ***
*** *** ***
*** ***, FL ***

January 23,
*** ***
*** * *** *** ***
Carrollton, GA
Case # ***
Mr***,
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 unable to submit a claim with N.E.Wfor a cellular
phoneYou attempted to file the claim using our website which directs you to
call a toll free phone numberThe wait times on the phone have been excessive
After speaking with a representative and providing your information you were
told you would need to be transferred or redirectedYou were transferred to a
recording which stated we were closedThe website provided no additional
assistance or customer support
The desired resolution listed in
your complaint is to complete your claim and receive a replacement device
A review of your service history
for the replacement plan you purchased has been completedThe research
confirmed no claims have been initiated for your cellular phoneUpon receiving
your complaint I called and spoke with youI apologized for the difficulties
you were experiencingI stated I would have a corporate resolution specialist
contact you to assist you with the filing of your claimShe agreed to oversee
your claim until it was completeThe resolution specialist has tried to
contact you on two occasions, January 14th and January 20th,
leaving a voicemail message each time with her direct phone number and a
request to call her at your convenienceI also left you a voicemail message
and sent you an e-mail with her name and phone numberAs of the writing of
this letter we have not received a responseYour replacement plan is active
and effective until April 3, You are welcome to call me directly if you
have any concerns
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN

June 24,
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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 submitted the following statement;
They will not allow me to file a claim at the store they sold the plan to me telling me the service was covered and the warranty company won’t honor my TV is not working and I have the year warranty and they are refusing to assist
You provided the following statement as your desired resolution;
A new tv or a repair of my tv
A review of your service history for the replacement plan you purchased has been completedThe research revealed that you submitted a claim on May for your television which has a cracked screenThe customer service representative you spoke with informed you the particular damage to your television is not covered by the extended service agreementUnder the section of the Terms & Conditions of your service plan labeled What Is Not Covered Item you will find the following;
Repairs caused by accidental or intentional physical damage, spilled liquids, insect infestation, misuse, abuse, products with altered or missing serial numbers
The customer service representative advised you correctlyN.E.Wwill not be able to repair the damage to your televisionHowever because you were unable to utilize the extended service plan that you purchased at *** for your television we are able to cancel the service plan and refund the price that you paid for the planI attempted to reach you to apologize for a less than satisfactory experience and offer to reimburse you for the cost of the planIf this is acceptable to you please contact me directly at ###-###-#### or by e-mail at ***
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
*** ***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

January 26,
*** ***
*** *** *** ***
San Tan Valley, AZ
Case # ***
Mr***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
Your complaint filed with the Revdex.com is
summarized below
You purchased an *** *** with a year extended warrantyYou were
advised if anything happened to your *** *** you would receive a free
replacementYour *** would no longer chargeWhen you submitted a claim with
N.E.Wyou were advised to contact the manufacturerWhen you did so, you were
informed *** is responsible for the product
The desired resolution listed in
your complaint is to receive a replacement *** and something extra for your
troubles
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you purchased an *** *** at *** November 27, On January
11, you contacted N.E.Wbecause
it would not take a chargeYou were instructed to call the manufacturer as the
*** was still under the manufacturer’s warrantyYou called back later the same day to state
you were upset that you had been advised to contact the manufacturerYou
requested to speak with someone with more authorityA corporate resolution
specialist named Katrina contacted you and offered to submit a claim for you
She agreed to follow through with the claim until it was completeOur records
indicate the service request was completed January 19, 2015. Katrina spoke with you January 21,
and agreed to follow up with you on Friday January 23, to confirm you
received the ***
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
*** *** *** * *** *** |
Nashville, TN

January 6, 2015Dear *** ***,
On behalf of N.EW., 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.EWCustomer 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 providerN.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 serviceEach call or letter that comes into N.EWregarding concerns or issues relating to our service plan(s) is thoroughly investigatedAccording to your complaint filed with the Revdex.com you state the following:
“Failure to honor agreementI bought a year coverage from *** to cover the purchase of my *** through Asurion years agoThis past November just before my coverage expired I dropped my backpack with my books in it and it smashed and bent the *** after it fell it rolled into a pool possibly causing extra damage I am not sure though as I was not able to turn it onWhen I bought the insurance for the *** I was told it would cover all losses with the *** other than grand theftSo I sent in the ***A few weeks later I was sent back the *** in the exact same condition I had sent it in, with a note from Asurion stating that my product had been fixedI then proceeded to call Asurion and they rep I talked to told me she would email me a new slip to send the *** back in and would have a supervisor call me within hoursI did not ever receive a phone call from AsurionA few days later I called saurian again, the rep I spoke to transferred me to a senior supervisor employee number ***I talked with Cath and they then told me that it the *** was not going to be fixed because it was too much excessive damageEven though I had explained to her that I was assured when buying the insurance that it covered everything short of grand larcenyShe continued to tell me the same thingLater she asked me if she had been able to answer all my questionsI stated no you haven't been able to answer any of my questionsShe then said thank you have a nice rest of your day and hung up on me.” -
The desired resolution listed in your complaint is to receive a refund for your laptop and service plan you purchased for itOr to have the laptop replaced under the planA review of your service history for the service plan you purchased has been completedThe research revealed the claim for your laptop being denied due to your laptop being severely bent and it being that bent considered intentional damage to the laptopWe spoke on Friday, January 2nd and I apologized for any inconvenience and advised you a decision was made to reimburse you for your laptop under the Accidental Damage from Handling (ADH) coverage your service plan providesA reimbursement check should be received by close of business Friday, January 9thWhen asked you had no unanswered questions or additional concerns.I hope this response provides you with the necessary information to close out this complaint filed against N.EWIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***Regards,
Cynthia R
SrCompliance Coordinator

June
12,
*** ***
*** *** ***
Franklin,
NJ ***
Case
# ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com, in
March you purchased a laptop computer from *** with a year extended
warranty provided by Asurion. You
submitted a claim during the first year of the extended warranty. You were advised Asurion would need
approximately ten business days to repair your laptop. You advised you would submit the laptop for
repair when you were able to part with it for that length of time. You were not advised the claim would be
closed after days if there was no action taken to complete the claim. When you called back you were informed the
service plan provided by Asurion began on the date the item was purchased and
that we would only honor the Plan for one year after the manufacturer’s
warranty. Your claim was submitted in
September after the manufacturer’s warranty had expiredYou were not
advised the Plan would only provide cover*** until March and that if you
did not send the laptop for repair within that time frame the claim would be
closed. Your understanding was the Plan
would be in effect for two years beyond the manufacturer’s warranty.
The desired resolution listed in
your complaint is to have your laptop repaired or receive a reimbursement of
the purchase price paid for the service plan provided by N.E.W.
A review of the history for the service
plan you purchased has been completedThe research revealed you purchased a
*** laptop computer at *** March 16, along with a month service
planYou submitted a service request to
have your laptop repaired on September 26, 2014. The customer service representative added
notes that you wanted to consider alternative options to have your laptop
repaired locally. Service requests are
closed after days if no further activity occurs. You should have been advised of thisWe will
use this as a coaching opportunity in an effort to prevent similar occurrences
in the future
Our service plans do begin on the
date of purchase, not after the expiration of the manufacturer’s warranty as
you were advised. Our plans do not
replace the manufacturer’s warranty, but provide additional benefits for power
surges and accidental dam*** from handling during the term of the manufacturer’s
warrantyPower surges and accidental dam*** from handling are not covered by
the manufacturer’s warrantyIssues covered by the manufacturer’s warranty are
the responsibility of the manufacturer during their year warranty period
Due to the misunderstanding on
the term of cover***, N.E.Whas agreed
to extend the expiration date of your service planA corporate Resolution
Specialist has also agreed to assist you with your claimShe contacted you and
offered to extend your plan until June 30, I asked her to please extend
the plan until March 15, as a customer courtesyThe Resolution Specialist
will monitor your claim to completion to ensure it is completed in a timely
manner.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN
***data>

March
20,
*** ***
* * *** *** *** *
Hopewell,
VA ***
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 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 did not honor their product service planI
have filed two different claims for the same issue with my ** Laptop (Model #
***, Serial # ***)The first claim was filed February 15,
(Service request number: ***)The laptop was sent in and I was told that
it would take 7-business days to repairI sent the laptop off for repair
February 18, and there was an attempt to return it by *** only two days
later on February 20, When I received the laptop back there was a notice
that said my issue had been resolved and that it had passed all diagnostic
testing however the laptop was still not workingI was given a new battery for
the laptop even though the battery had nothing to do with my issueApparently
those "diagnostic tests" did not include pressing the power button
because a press of the power button clearly shows that the laptop does not turn
onI called and spoke to another representative about the unresolved issue and
was told that a "re-work" needed to be doneAnother claim was opened
on February 25, (Service request number: ***) and the laptop was sent
back in on February 27, I received a phone call on March 5, stating
that my claim was denied because of a biohazard (vomit) and that biohazards are
not covered under the service planMy problem with Asurion is that nowhere in
the terms and conditions of the service plan does it state that a biohazard
(vomit) would not be coveredI have my original receipt as well as a copy of
the terms and conditionsThere is a detailed list of items that are not
covered under the service planBiohazard is not listedIt is also not listed
on Asurion's websiteI completely understand not wanting to perform service on
the laptop because of the vomit (which was cleaned off) however, the terms and
conditions also state that if the product cannot be serviced then it may be
replaced or that a gift card may be issued for the original priceI do not
understand how a claim can be denied for a reason that is not reflected in any
part of the terms and conditionsI explained the situation to two different
representatives at the time both claims were filed and neither of the
representatives told me that my product would not be covered because of the
vomitThe first time I sent it in there was no issue about the vomitI
purchased a protection plan for a reason and now that I need it, it is not being
honored as it shouldIf the service plan does not cover this type of issue
then that should be reflected in the terms in conditions along with the already
included list of what is not coveredHow can a claim be denied over a
condition that the consumer is NOT made aware of beforehand?”
The following is
the desired resolution listed in your complaint:
“I would like for Asurion to honor the service plan
that I purchased by either replacing the laptop or refunding me the amount paid
plus tax which would equal $365.00.”
A review of your
service history for the service plan you purchased has been completedThe
research revealed that your first service request was handled by a new
technical representative who had no experience with opening a unit with a
biohazardHe failed to document the biohazard and notify the appropriate
departmentWithout the biohazard being documented the representative you spoke
with the second time you called did not have the knowledge to refuse your
request for a reworkThe original technical representative who worked your
first claim has been coached and properly trained to handle these situations
going forward
A decision was
made to reimburse you for your laptop for customer satisfaction due to the
error in your original claim being processedThe reimbursement will be process
and you should receive the check within business daysOnce you receive the
reimbursement you will have 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

February 10,
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 submitted a damaged *** *** for repair to N.E.WThe expected turnaround time for the repair to be completed was three daysAfter more than twenty days had passed you still had not received your repaired ***You made several attempts to contact N.E.Wto gather information about the status of your repairIn each instance you were provided with information that it would be repaired shortly and returned to you or, that a passcode was required to access your *** so that repairs could take placeYou also mention the representatives you spoke with were unprofessional and rudeYou provided the passcode only to be informed later that the customer service representative you spoke with did not record the information delaying the repair further
The desired resolution listed in your complaint is for N.E.W to revise the protection plan description to reflect a more accurate time frame for repair, as well as a refund for the purchase price of the extended protection plan
A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted a claim for a damaged *** *** which was received at N.E.W December 20, A note from the technician dated December 20, indicates in addition to the screen being damaged the *** had malfunctioning problems with pages and applications closing on their ownOn January 6, you contacted N.E.W to check on the status of the repair of your *** and were advised as long as parts were not required it would be repaired in three business days and returned to youYou called again on January and 13, to ask if the repair was complete and requested an e-mail with the tracking number for your deviceOn January 17, you contacted N.E.Wand you were advised for the first time a passcode was required. You provided the passcode stating that you did not feel it should be necessary as the only issue you were aware of was the damage to the screenOn January 21, the repair was completed and you spoke with a representative who discussed the misinformation you had received as well as the timeframe required to repair your ***The same representative advised she would assist you with a reimbursement of $as a customer satisfaction courtesyOn January 27, the representative you last spoke with confirmed with you that the *** had been received by you and was repairedShe advised you a reimbursement usually takes 5-business daysOn January 28, a check request was submitted in the amount of $for youThe notes advised 4-weeks to receive the check, however I was able to confirm it was issued on January 29, I asked you to call me directly if you had not received it by Friday February 7,
The length of time required to repair you *** is not typical of N.E.W.’s serviceTo be treated rudely when checking on the status of a repair is certainly unacceptableN.E.Wwill review the calls and if warranted will use your experience as a coaching opportunityI will also be certain the director of Compliance of Government and Regulatory affairs is made aware of your experience and the expectations you had upon filing your claim
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 24,
*** ***
*** *** *** *** ***
Birmingham, AL ***
Case # ***
*** ***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com you
purchased a laptop computer in August of with an extended service plan
administered by N.E.Wthat included coverage for Accidental Damage from
Handling (ADH)There was a problem with the base coming apart from the rest of
the computer, so you submitted a claim with N.E.Wto have the laptop repaired
It was returned to you after approximately weeks in worse condition than when
you sent it
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price so you are
able to buy a replacement
A review of your service history
for the replacement plan you purchased has been completedThe research confirms
N.E.Wfirst serviced your laptop in
June of Parts were replaced and the laptop was returned to youYou then submitted
a second claim with N.E.WDecember
3, After the first attempt to provide you with a prepaid return shipping
label was unsuccessful our service center received your laptop December 22,
The repair was marked as complete on December 30, and the laptop was
returned to you. You notified N.E.Won January 16, that the
laptop was received with more damage than when you sent it for repairYou
requested that N.E.Wconsider
providing you a reimbursement of the purchase price as you were uncomfortable
with sending it for service a third timeA reimbursement was approved February
3, You specifically requested a check, however a reimbursement in the
form of a gift card was issued. We have
requested a stop payment for the gift card be completedOnce this has been
confirmed a check payable to you will be issued and overnighted to the address
at the top of this letterI will follow up with you and provide tracking
information once available
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me however the timing is not. I would never do business with your firm again.Regards, *** ***

March 14,
*** ***
*** *** ***
*** ** ***
Case # ***
***,
N.E.Whas received your recent comments submitted to the Revdex.com regarding case # ***You have stated that your position is the pin damage to your *** was caused by use of the device due to failure of a defective component within the connector
Our position remains that bent or broken pins in an *** connector are the result of accident or misuse. You have asked us to provide a yes or no response to the following three questionsWe are happy to answer your questions, however we will not provide one worded responses without a comment as it relates to your complaint
1.Does the respective replacement plan cover damage as a result of wear and tear?
Yes
N.E.W.’s position again is that bent or broken pins are not the result of wear and tear
Does the respective replacement plan cover damage as a result of a defect in material or component?
Yes
There are currently no known defective components within *** *** connectors. Bent or broken
pins are not uncommonOur research has found that *** Incwill not replace bent or broken pins for ***s
under their manufacturer’s warranty
Does N.E.Whave an existing process to determine the actual root cause of physical/mechanical damage?
Yes
If a service request is approved, a comprehensive examination is conducted upon receipt of the productBefore a
service request is approved, discovery questions are askedYou provided information that the pins
in your *** were bent or broken. That remains N.E.W.’s basis for denying your request
As stated in prior communication with you, N.E.Wdoes value you as a customer and we regret that your experience has not met your expectationsWe feel we have made a good faith effort to explain the reason for the service request denial
Kindest 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:
My request was for a shipping label onlyI did receive it and have shipped the item backThe solution Ken provided will impact me negatively due to the price increase on the product I sent in for repair At this time I would like my *** mini repaired and returnedI bought in November for $and now they are sold for $279! How's that fair?
Regards,
*** ***

February
24,
*** ***
** *** ***
Newark,
NJ ***
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
Asurion
and its member company N.E.WCustomer Service Companies, LLC (N.E.W.),
is a third-party administrator of extended service plans, buyer protection
services and product support programs that serves more top consumer electronics
retailers than any other provider. N.E.Woffers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience
N.E.W
strives 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:
Contract
failure *** *** *** purchased via *** on 7/22/return and received by
Asurion on 12/11/I have been in contact with representatives of Asurion in
Arkansas every week since the phone was returned as received in house regarding
my refund in the amount of $I have asked for a copy of the contract to
date I have not received neither one of the twoI been told over and over week
after week the refund is in the mailSpoke with Elizabeth op# *** today she
promises the sameNo refund takes months to processPlease advise, thanks
for your time in this matterI await your reply
You
listed the following as your desired resolution:
Refund
of $and a copy of the contract
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed a claim payment made to you on February 2,
in the amount of $Check number *** was mailed on February 3,to ** *** *** *** ***, Newark, NJ *** under *** tracking #
***A large print version of the terms and conditions was also
requested for you on February 2,
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
v