Johnstone Supply

September 5,
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[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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
Purchased a tread mill from [redacted] brand purchased AugPurchased extended warrantyHas contacted warranty company after a technician evaluated it and said that it would cost more to fix than to replaceThe company sent a letter that said, within ten business days, you will receive a check $Called them every ten days for about six times 9th, 14, ten days after that and then ten days after thatThe company said that they have sent itTen days later they said that they didn't send it yetTen days later they said it had been cashedHe told them that he did not get it or cash itThey told him they would send an affidavit for him to take to the policeHe waited ten days and he did not get itHe called and they said they would send it againHe said enough is enoughI want my refund
The desired resolution listed in your complaint is to receive the reimbursement check
A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted a request June 2, for an in-home repair of a treadmill that was purchased at [redacted]It was determined that the repair of the equipment would be more costly than the original purchase priceA request to reimburse you the full purchase price paid for the treadmill including sales tax was submitted June 23rd, 2014. On July 14, you contacted N.E.Wto inform us you had not received the checkA request to reissue the check was submitted, however it was denied as our records indicated the original check cleared our bank on July 2, 2014. A request to obtain photos of the check confirming its status was issued however, there is no indication the photos were ever received On September 3, you contacted N.E.Wto inform us you discovered the check had been delivered to your landlord, cashed, and applied to your rent. You indicated no further action is required
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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

September 18,
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[redacted]
[redacted]
[redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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
Your laptop computer has not been returned after you made repeated calls to inquire about its whereaboutsMultiple requests for a return call from N.E.Whave gone unresponded toAt one point a representative spoke to you in a yelling and abusive voice
The desired resolution listed in your complaint is to receive a refund in the amount necessary to purchase another laptop and extended warranty from a company other than Asurion
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WJuly 25, to report the touchpad to your laptop worked intermittentlyYour laptop was received at the service center August 8, with the repair marked as complete on August 11, The service center created a [redacted] return shipping label for your laptop the same day with the tracking number [redacted]. On August 20, you contacted N.E.Wto inform us you had not received your repaired laptopN.E.Wsubmitted a request to the service center for additional information regarding the status of your laptopThe service center replied they did not have the laptop and a claim would need to be filed through [redacted] for a lost packageAfter N.E.W.'s inquiry, the [redacted] website indicates the package left the service center facility August 22, and was delivered to you August 26thAn N.E.Wcorporate resolution specialist attempted to contact you on two occasions to confirm you received the laptop and that there were no further issuesAs of the writing of this letter we have not received a response from you
We at N.E.Wvalue your business and we sincerely regret that your experience was less than satisfactory
We requested the call records associated with your claim in an effort to determine who may have spoken to you in a less than professional mannerIf we find evidence that anyone yelled or was abusive as you describe, we will certainly take measures to be certain it does not happen againRegarding the delay between the times your repair was marked as complete and when it actually left the service center, we are working with the service center to determine the root cause so that measures can be implemented to prevent the delay from occurring again to another customer
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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

September 15,
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[redacted]
[redacted]
[redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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
After your television was submitted to an N.E.Wservice center for repair it was returned to you unrepaired with cracks in the screenThe repair was denied due to the service center advising it was received with impact damage to the screen which is not a covered perilYou dispute the television was sent to the service center with any screen damage. You were then advised by an N.E.Wcustomer service representative that a second service request would be authorized and your television would be repairedThe service center assigned to the second repair request canceled it citing previously denied
An N.E.Wrepresentative then submitted a third repair request informing you a technician would arrive at your home to perform the repairThe technician arrived but only took photos of your television and did not perform any repairsYou were advised to file a damage claim with [redacted] the shipper of your television to the service center[redacted] informed you the creator of the shipping label (the service center) must submit the claimThey refused to do so citing when the package arrived to them it was undamaged
The desired resolution listed in your complaint is for N.E.Wto honor our warranty
A review of your history for the extended service plan you purchased has been completedThe research revealed your television was received December 24, at an N.E.Wservice center for repairThe issue with the television was no picture although there was soundOn December 26, the service repair was denied after a technician noticed impact damage to the screenThe television was returned to you unrepairedYou disputed there was impact damage before sending the television to the service centerOn January 2, a rework request was submitted to the service center to complete the repair, however this was also denied after you had been advised the television would be fixed. Another N.E.Wrepresentative submitted a third request for repair serviceThis request was for an in-home repairYour understanding was a technician would come to your home to repair the television, however the technician only took photographs and leftYou advised N.E.Wyou attempted to contact [redacted] for resolution but were told only the party that generated the shipping label could do so, which was the service centerThey refused, citing the box had no visible damage
After the initial denial to repair your television, on two occasions, N.E.Wrepresentatives advised you the television would be repairedBecause of that, and because you were unable to submit an investigation with [redacted], in the interest of customer goodwill we will provide a reimbursement of the full purchase price including sales tax paid for the televisionI spoke with you Friday September 12, and apologized for a less than satisfactory experienceI confirmed the e-mail address that we will send the reimbursement to via e-gift cardYou stated this would provide an acceptable resolution 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,
Ken Page
Compliance Coordinator
[email protected]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

November 21,
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[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 [redacted] wireless phone from [redacted] with an extended warranty provided by N.E.W. After your phone was damaged you tried several times unsuccessfully to contact N.E.W. Once you did reach a customer service representative you were advised a $service fee would be required to complete the claimYou were unaware of this requirement, and the brochure provided to you at the point of sale made no reference to a service feeThe customer service representative you spoke with advised you were sold the incorrect protection plan and there was nothing that could be done other than to pay the service fee. A supervisor reiterated this adding it was not the fault of N.E.Wthat you were provided with incorrect information at the time of purchase
The desired resolution listed in your complaint is for N.E.Wto honor the agreement you were provided with at the time of purchase
A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted N.E.WNovember 11, regarding a damaged [redacted] and were informed there would be a $service fee to complete the claimThe research also confirmed in addition to the [redacted], you purchased protection plans for four other wireless devices beginning in July Of those four devices, claims were approved for three of them with a reimbursement of the purchase price provided to you without a service fee being requiredThe most recent claim was completed in August The N.E.Wcustomer service representative you spoke with November 11, added notes confirming you were provided the incorrect brochure at the time of purchaseBecause of this, and that it was reasonable for you to expect a reimbursement of the purchase price as happened on three other claims approved for you, I agreed to provide your desired resolutionA reimbursement of the purchase price paid including sales tax will be provided to youYou agreed to return the damaged device with a prepaid return label N.E.Wwill forward to you
We regret your experience was less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

September 26,
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[redacted]
[redacted]
[redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 contacted N.E.Wto submit a claim for an awning which had been damaged in a wind stormYou were advised to contact the manufacturer for warranty replacementThe manufacturer did not cover damage from windYour understanding at the time of purchase was the replacement plan from N.E.Wwould cover perils not covered by the manufacturerAn N.E.Wrepresentative approved the claim and instructed you to return the awningUpon receiving the awning N.E.Wwould issue the reimbursementYou received a return shipping label, however the awning was too bulky to be sent, and no further instructions were provided to you.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the awning and the extended warranty
A review of your service history for the replacement plan you purchased has been completedThe research revealed you have three awnings purchased at [redacted] that are registered with N.E.W You submitted a claim for one awning that was damaged during a stormAfter you were advised to contact the manufacturer, an N.E.W representative approved the claim, stating you would receive the reimbursement once N.E.Wreceived the damaged awningYou received a return shipping label but no instructions about how to send an item as large as the awningThe reimbursement request was canceled with no further action takenThe representative that advised you needed to return the awning did so in errorThe reimbursement of the purchase price should have been submitted upon claim approval with instructions that you are responsible for disposing of the damaged product.
I spoke with you September 23, and apologized for a less than satisfactory experienceI stated I would submit the reimbursement request via a check made payable to youThe reimbursement will be for the full purchase price paid for the awning including sales taxI am unable to refund the purchase price paid for the replacement plan, as it is the existence of the replacement plan that allows us to reimburse the price of the awningThe reimbursement check will be sent to you via next business day delivery once it has been issuedI will provide you with status updates as they are made available to me
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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

June 24,
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[redacted]
[redacted]
[redacted]
Case # [redacted]
**[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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;
Won't honor air bed claimSaid they won't honor my claim because the bed doesn't have a built in pump
You provided the following statement as a desired resolution;
Honor the claim by either providing another product or honoring the amount paid for it
A review of your service history for the replacement plan you purchased has been completedThe research revealed on June 4, you submitted a claim for an airbed purchased at [redacted]The customer service representative advised you because the airbed does not have a built in pump it is not a covered itemI confirmed you were sold the extended replacement plan in errorA request to refund the purchase price of the plan has been submitted and a reimbursement check will be sent to you at the address aboveI attempted to contact you to advise you of this and apologize for a less than satisfactory experienceI have been unable to reach you but would still like to speak with youI will try again to reach you by phone
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 ###-###-#### or by e-mail at [redacted]
Regards,
[redacted]
Compliance Coordinator
[email protected]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

June 25,
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[redacted]
Case # [redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your statement of the problem filed with the Revdex.com is copied below
I purchased a product protection plan for a cell phone and the phone charging port brokeI received a ups label and shipped the phone back on 6/5/It is now 6/17/and every time I call they tell me it will be another 3-business days for me to receive a gift card to replace the itemOn there flyer it says New Offers a day service guarantee for products $or Higher No hassleThis has been nothing but HassleWe all know how are phones are attached to us and we use them for everything imagine not having your phone for one monthThe whole reason I purchased the protection plan was so this wouldn't happeni don't understand why it takes this long for the issue to be resolvedI called up today 6/17/and they told me my phone still wasn't inspected and that they had to log a Query ticket to find where it isand this could take 3-business days to resolvethen after it is resolved another 24-hours for them to send a re-reimbursementI don't even know how they can legally do this to someoneI have the tracking information they received my phone on 6/12/@ 9;am Overall this is a good program and I'm glad they offer it for product replacementBut I feel like no one cares about the customer and getting the issue resolved!!!
Your statement of the Desired Outcome/Settlement is as follows;
I would like them to contact me so I can find out what is going on! I want what I paid for either a refund so I can buy another phone! My phone fixed or an adequate replacement and I don't want hassleThat is what they advertise.!!!
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Wregarding the replacement of your cellular phone on June 2, The customer service representative you spoke with advised that if the same make and model of your cellular phone was unavailable you would receive a gift card via e-mail for the purchase price including sales tax which you could use to purchase a new cellular phoneThe notes also indicate the reimbursement would be processed within 24-hours once the cellular phone had been received and inspected The tracking number for the return envelope provided to you indicates the cellular phone was received on June 12, however the reimbursement was not issued until June 18, N.E.Wfailed to issue the reimbursement in the expected time frame and we regret the frustration this caused you
I spoke with you today and you confirmed that the reimbursement had been receivedI apologized for a less than satisfactory experienceWe spoke at some length regarding expectations you had for fulfillment based on the information you received via the initial customer service representative and the pamphlet you hadYou also mentioned that you would have appreciated the opportunity to upgrade to overnight the return shipping of your cellular phone to N.E.Winstead of ground. Those are valid concerns and will be raised in an effort to improve our overall customer experience
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,
[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

October 28,
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[redacted]
[redacted]
[redacted]
Revdex.com case # [redacted]
[redacted],
On behalf of N.E.W./Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com you state the following:
You were to receive a reimbursement check from N.E.Wfor the purchase price paid for a dam[redacted]d chairYou have waited almost six months for the reimbursement without success
The desired resolution listed in your complaint is to receive a full refund as you were promised
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated April 27, with N.E.Wfor a dam[redacted]d chair originally purchased at [redacted]A reimbursement of the purchase price paid for the chair was approved April 29, after pictures of the dam[redacted]d product were reviewed. Two gift card reimbursements were issued between May 2, and June 11, due to the first reimbursement not being receivedOn August 3, you informed N.E.Wthat you had still not received the gift card reimbursement and that your address had changedA stop payment on the last gift card was initiated and confirmed before a check reimbursement was issued
A clerical error on our end also delayed the check being issued in the expected time frame, however we do show a check for the full purchase price amount was issued to you and delivered to the address listed above on October 16,
I attempted to contact you to discuss your complaint and confirm you received the checkI was unable to speak with you, but left voicemail mess[redacted]s with my name and phone number and a request to call me if you had notAs of the writing of this letter I have not heard from you
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted]
Regards,
Ken P[redacted]
Compliance Coordinator
kp[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

September 9,
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[redacted]
Case # [redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 bought a notebook pc and year extended warranty (Asurion) through [redacted] in April The warranty deptis not honoring our claimI bought an [redacted] Notebook PC and a year extended warranty/service agreement on April 22, through [redacted] OhioMy warranty/service agreement clearly states and I quote from the paperwork "For Electronics Service Plans (other than Cameras and Camcorders): with the exception of power surge protection, which starts on your date of purchase, coverage commences upon expiration of Your Product's manufacturer's labor warranty, and extends for a period of one (1), two (2) or three (3) years, as indicated on your sales receipt." In April we had to send our notebook in for some warranty workThe company that [redacted] uses for warranty work is AsurionWhen we received the notebook back only part of the work was doneWe since are experiencing more issues with the notebookWhen I contacted Asurion they are telling us that our notebook is no longer covered under the warrantyI went to the local [redacted] here in [redacted], Ohio and spoke with Jamie who was kind enough to try to resolve the issueAfter about a month and 1/the issue is still not resolvedAsurion and [redacted] claim that since [redacted] and Office Depot merged the warranty policies have changed and and that extended warranties now start on the date of purchaseI do not understand how this merger and new policy affects me since I bought the notebook and extended warranty/service agreement before the mergerAccording to my paperwork and receipt of purchase my notebook should still be under warranty/service agreement until April 22,
The desired resolution listed in your complaint is to have Asurion repair or replace your laptop computer under the terms of the extended service agreement
A review of your service history for the extended service plan you purchased has been completedThe research revealed a service request with N.E.Wwas opened April 17, for your [redacted] laptop computerThe repair was completed April 30, You contacted N.E.Wagain on July 23, to report additional problems were occurring with the same [redacted] laptopYou were advised the extended plan had expired and a new service request would not be openedIt was your understanding the extended plan was in effect until April 2015. When you registered your laptop computer with N.E.W., somehow two extended service plans were registered for the same [redacted] laptopI confirmed this by viewing the serial number of the product registered in each planOne plan had an expiration date of April 21, The other plan has an expiration date of April 21, Once the correct service plan was selected, a new service request was able to be opened which occurred August 25, The service center assigned to repair your laptop computer forwarded a [redacted] return shipping label to youThe tracking number assigned to your return label indicates a package was submitted to [redacted] September 5, and arrived at an N.E.Wservice center today September 9,
We at N.E.Wvalue your business and regret that your experience has been less than satisfactoryWe recognize this was caused by an error on our part and we will make an effort to be certain this does not happen again in the future. 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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

June 11,
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[redacted]
Case # [redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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;
Your [redacted] television has a black dot exactly where one your previous televisions of the same make and model had two black linesThe television with black lines was returned to [redacted] for exchangeYou submitted a claim with N.E.Wfor your current television and were told to take pictures of the problem and send them to N.E.Wafter which a technician would contact you to set up an appointment to service the televisionThe service repair resulted in the technician installing some parts however this did not correct the problem so the parts were removedYou told the technician a previous television of yours had two black lines in the same location where your current television now had a black circleThe technician advised you it was more than likely a manufacturer's defectYou later received a voicemail from a person named [redacted] who had followed up with the service repair centerThe technician advised the black dot was caused by an external impact which is not covered by the extended service planYou disputed this diagnosis reiterating that the service technician advised you it was a manufacturer's defect because the same thing happened to a previous televisionN.E.Wadvised the service center would be contacted again and requested one business day to follow upWhen a representative from N.E.Wspoke with you again you were advised due to a crack in the screen the repair would not be coveredThis was the first time someone advised you of a crack and you feel this is a way N.E.Wis trying to evade repairing or replacing your television
The desired resolution listed in your complaint is to have your television repaired or replaced with a comparable model
A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wwas contacted regarding an issue with your television April 26, An appointment was made with the technician noting a large black spot on the screen and that troubleshooting and resetting the television did not resolve the issueThe technician took photographs of the television screenThe service center tech support reviewed the photos and determined the issue was caused by external impact, and that the damage is not component relatedThe tech support determined this is not a manufacture defect due to the "leaking" from the impact point and not from panel tabs failing which is what causes parallel lines across a screen, not a circular spot as your television hasIt is unfortunate that the technician made the statement that your issue was most likely due to a manufacture defect, especially as he had no involvement or firsthand knowledge of the problem with your prior televisionYou state the problem with the first television were lines across the screen which is different from the circular spot occurring with your current television which is widely known in the industry to be an issue caused by physical impact
We at N.E.Wdo value your business however we remain unable to fulfill your desired resolution to repair or replace your televisionI 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,
[redacted]
Compliance Coordinator
[email protected]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

August 25,
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[redacted]
Case # [redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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
advertisement and breech of contractI bought an [redacted] ATV (volt) Model # [redacted] Serial # [redacted] at [redacted] for my son on 12/09/I was asked if I wanted to buy a year Product Care Plan that advertises a "3-day service guarantee for products $and over"My son has enjoyed his ATV and then it just stopped workingWe have bought numerous batteries and that wasn't the problemI have one upset little boy because I told him that they would send someone out to fix itWell, as of today, it's been a weeks since I filed the claim and there have been countless phone calls that I've made to them and they keep claiming that someone will call me about service and no one hasThis makes the "day service guarantee" advertisementI was set up for service with Light Electric Vehicle and they have neglected to call me alsoI was also told by one supervisor at Asurion that I would receive a reimbursement for my plan because they didn't live up to the days service and then another supervisor claimed that I didn't gualify for the days service reimbursement because my product wasn't eligibleThe only thing that was stated in the brochure was "day service guarantee for product $and over"My product costs $I would like for this situation to be handled asap because my son has a product that I bought a service plan to protect and there's no service or replacement going onI am very disappointed and I will be telling all of my friends NOT to buy Service Plans regardless of what they tell youI will not be buying another one, that is a promise
The desired resolution listed in your complaint is to receive a refund so you can replace the ATV ride on toy
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won July 23, to submit a claim for an electric ride on toy purchased at [redacted]N.E.Wassigned your repair to a service center in your areaThe service center changed appointment dates no less than timesYou contacted N.E.Won August 5, to inform us the service center had not followed through with any scheduled appointmentThe following day [redacted], an N.E.Wcorporate resolution specialist contacted you to discuss your concernsIn an effort to provide customer satisfaction she offered to provide you a full reimbursement of the purchase price paid for the ride on toy including sales taxThe reimbursement will be in the form of a check made out to you[redacted] provided you with the time frame you should expect for the check to arrive as well as her contact information should you require further assistance
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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

August 25,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
[redacted] *
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 had this insurance plan call Protection Plan Premier through [redacted] with accidental damage which is administered by NEW LLC (Asurion)A few weeks ago I sent my laptop for repair (broken bezel, screen bezel, hinges and dvd drive not working)After more than weeks I got my laptop back just to realized that it was missing a 2GB memory stick, mine had 4GBThey also replaced my dvd drive that was a HD DVD (High Definition DVD, similar to [redacted]) with a standard one, which doesn't play HD DVD's because of its lower specifications and was even dusty and dirtyI contacted them and spoke to a representative called Megan, she denied that the DVD drive was replaced, because there were notes about it and that she will inquire about the memory stick with the repair centerAlthough she never mentioned it, I was treated as a liarTo prove my case I just found pics dated that I took before shipping itOne of them shows the side of the laptop where the drive is located and the HD DVD logo can be seen clearlyShe never called me backBy the way my [redacted] Claim #[redacted]
The desired resolution listed in your complaint is to receive your 2GB memory stick and a working HD DVD or [redacted] drive and an apology for your inconvenience and poor customer service
A review of your service history for the replacement plan you purchased has been completedThe research revealed a Service Request was opened July 17, for a laptop computerA prepaid return shipping envelope was provided for you to send the laptop to an N.E.W.'s service centerThe laptop was received July 22, Parts were required to complete the repairThe necessary parts were not available at the time, and unfortunately were placed on backorderOn July 29, the service fee of $was refunded to you as a goodwill gesture for customer satisfaction due to the unforeseen delay repairing your laptopOn August 4, the service history notes indicate the repair was completedThe laptop computer was returned to you August 5, On August 6, your husband Luis Fabian contacted N.E.Wto state the laptop was sent for repair with two 2GB memory sticks but was returned with only one, and that the HD DVD drive was replaced with a standard DVD driveThe N.E.Wcustomer service representative advised your husband there were no notes to indicate the DVD drive was replaced and that it was returned with the same DVD drive that it arrived at the service center withA service advisor contacted you the same day on August 6, to confirm the computer had been received and was working properlyYou indicated it wasI attempted to contact you to discuss the complaint filed with the Revdex.comYour husband answered and requested that I speak with himAs he was listed as an authorized user I was happy to do soHe restated the DVD drive was different and a memory stick was missingHe also provided me with photos of the laptop showing two different DVD drives After reviewing the photos I spoke with your husband again and provided two possible resolutionsThe first was to reimburse the purchase price paid for the laptop with the understanding that depreciation would be subtracted from the original amountThe second was to allow your husband to purchase an HD DVD drive and 2GB memory stick, and then forward the receipt copy to me for reimbursementHe chose the second option and was able to locate both items at a Staples storeHe provided me with a description and price of each itemI replied that everything appeared in order and he was welcome to go ahead with the purchaseI then advised him to scan and forward the receipt copy to my e-mail addressOnce I have the receipt copy I will submit them to our accounts payable department for reimbursement. I will send the check to you via next business day delivery once it is available
We at N.E.Wregret 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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

August 27,
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[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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
Asurion seems unable to repair my computerMy present sr# is [redacted]I have sent my [redacted] notebook PC back timesI have been without my laptop for almost monthsI was assured each time it will be tested before leaving, yet it keep coming back with the exact same problemIs it really that hard to do a job correctly?
The desired resolution listed in your complaint is to have your computer repaired or replaced
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won June 25, regarding a problem with your [redacted] laptop computerYou provided information that the hard drive had failedAn N.E.Wrepresentative attempted to troubleshoot the problem while speaking with you which was unsuccessfulYou utilized a prepaid return shipping envelope to send your laptop to an N.E.Wauthorized service centerThe laptop was marked as received on July 8, and repaired the following day. On July 16, N.E.Wwas notified that problems persisted with the laptop computerNotes to the service technician indicate it would not reload the Operating System or boot from safe modeA second return shipping label was sent to you and the laptop computer was marked as received on July 29, The second repair was completed August 4, and returned to youOn August 8, you contacted N.E.Wto say the same problems were still occurringThe laptop computer would not boot or load in any modeA rework request was submitted for a third repairThe service center again forwarded a prepaid shipping label to you and they indicated they received your laptop on August 21, The repairs are currently in progress
We at N.E.Wregret that your experience has been so poorThe terms and conditions of your extended service plan allow for the reimbursement of the purchase price paid for the laptop if problems continue after three (3) attempts to repair are unsuccessfulIf your laptop is returned to you and continues to have issues please contact me directly either by phone at ###-###-#### or by e-mail at [redacted]I'll be happy to initiate a reimbursement request to refund the purchase price including sales tax that you paid for the 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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

July 21,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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
Poor customer service, hidden fees not ever explained in person or in textI purchased a phone at my local [redacted] along with the year service planI broke the phone and needed to use the service plan after calling in I was told that there was an additional $processing fee that was not included in the original service feeI asked to speak to a supervisor named Matt employee ID [redacted], who was of no help and told me that it was too bad that I would have to pay the fee or I would not receive another phoneHe was rude and not helpful at all
The desired resolution listed in your complaint is to receive a refund of the $service fee
A review of your service history for the replacement plan you purchased has been completedThe research revealed the claim for your [redacted] cellular phone was initiated on July 7, You were advised a service fee of $applies for all claims under the [redacted] Mobility Protection PlanThis fee would need to be paid before the claim could be completedYou were not made aware of the service fee before submitting the claim and requested to speak with a supervisorThe person you spoke with provided you information about the service fee amount and why it was collectedWe are concerned that this person spoke to you in a less than professional mannerWe will review the call recordings and proceed accordingly
I contacted you to apologize for a less than satisfactory experienceYou explained to me that you did receive a copy of the terms and conditions for the Protection Plan; however it was for a different plan, not the Mobility Protection Plan you purchasedThe copy you received made no mention of a service feeYou also advised me that you had spoken with a supervisor at [redacted] who understood your concerns and agreed to refund the cost of the service fee to youI asked you if there were any other concerns that could be addressed by N.E.WYou replied there was notWe ended the conversation with me asking you to retain my contact information so that I may assist you if any other concerns did arise
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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

December 11,
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[redacted]
Wichita, KS [redacted]
Case # [redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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
Your HP [redacted] computer was submitted to N.E.Wfor repairYou received an e-mail on October 21, stating the service center assigned to your repair had received the computer and a diagnosis was in progressOn October 31, you received a phone call stating at some point you dropped the computer and that it had sustained damaged and that the repair would not be completedYou disputed the assertion that you dropped the computer, informing our representative that beginning on the date of purchase it had remained on your deskThe packaging material you received from N.E.Wto forward your computer to the service center was insufficient to secure the productYour husband needed to add additional stuffing material before sending it to the assigned service centerN.E.Wprovided you with pictures of the damage to your computer but did not provide any pictures of the box it was received in that might have confirmed the damage was caused during transit.
The desired resolution listed in your complaint is to receive assistance resolving this problem
A review of your service history for the replacement plan you purchased has been completedThe research confirmed your statements regarding what transpired during the course of your claimI spoke with you December 10, and apologized for a less than satisfactory experienceI stated we are unable to confirm if the damage to your computer occurred at the service center or prior to being receivedYou were advised the computer was received at the service center and the claim was moving forward, only to be told ten days later that the repair was deniedIn light of this I agreed to provide a reimbursement of the purchase price paid for the productWe will provide a prepaid return shipping label and upon receipt of the computer, we will issue 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[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

September 29,
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[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 television with a three year extended service planAt the time of purchase you were advised the service plan would provide cover[redacted] for accidental dam[redacted]You submitted a claim with N.E.Wafter the television screen sustained impact dam[redacted]The claim was deniedAt that time you requested a refund of the purchase price paid for the extended plan because you were unable to utilize itOn August 14, you were advised to mail a letter requesting the extended plan be canceled, along with a copy of the receipt showing the purchase price paid for the planIn September you received a notice from N.E.Wadvising the receipt was not included with your letterYou disputed that your receipt was not included and believe N.E.Wdiscarded it in an effort to avoid providing a reimbursement of the extended plan
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the extended service plan
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WAugust 14, to submit a claim for your television which sustained dam[redacted] to the screen after being struck with the remote controlYou were advised the extended plan did not provide cover[redacted] for accidental dam[redacted]You were provided with the instructions and address to mail a written request to cancel the extended planOn September 16, you contacted N.E.Wafter you received a notice that your refund was denied due to the receipt not being included with your letterThe person you spoke with was unable to resolve your issue
We spoke together via e-mail after being unable to reach each other by phoneI apologized that your experience was less than satisfactoryI also stated I would be happy to submit a reimbursement of the purchase price you paid for the extended planYour receipt copy was not required as the reimbursement amount of the plan was submitted based upon the purchase price of the television which we have a record ofThe reimbursement was approved Monday September 29, and will be sent to you via UPS second day air once the check has been issuedThis normally takes between five and seven business days
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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

October 22,
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[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 N.E.Wfailed to repair your laptop computer and has not sent a return box or shipping label after repeated requests to do soAfter the laptop was returned from the last repair the same problems remainedYou've waited approximately three months to receive a return shipping labelEach contact attempt with N.E.Wresults in a supervisor apologizing and stating they will have a shipping label sent to you overnight with no results
The desired resolution listed in your complaint is to receive the services you paid for, or a reimbursement of the purchase price you paid for the laptop computer
A review of your service history for the replacement plan you purchased has been completedThe research revealed more than seven requests were submitted to have a return shipping label sent to you after the last repair did not resolve the issueWe are attempting to determine why the labels were never received by you. I spoke with you Tuesday October 21, I apologized for a less than satisfactory experienceDue to the service delay and in an effort to provide a better customer experience, N.E.Wagreed to provide a full reimbursement of the purchase price paid for the laptop including sales taxThe request has been submitted and approvedYou should expect to receive it within 5-business days
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[redacted]
Compliance Coordinator
kp[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

August 7,
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[redacted]
Case # [redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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
After months of waiting calls and speaking to two different supervisor we have yet to receive our third gift card for a device they have receiv We purchase [redacted] devices from [redacted] ** with the [redacted] ** Asurion warranty after a few months the kids began to have problems with the devices so I contacted the warranty department which is asurion they sent me three different shipment labels to send them back as I did each in a separate box as instructed upon them receiving the devices we were to be receiving three gift cards in the amount of $to replace the devices for our kids sadly we only received gift cards upon calling at least plus times and being told different lies about one device being processed a week after the other two and being told each call that they were mailing a replacement for the past months still nothing last call I once again requested a supervisor after waiting on the phone for plus mn she the tells me they just sent out a check instead of a gift card on the 7th of July today is July 23rd and still nothing!!!!!!!!!!
The desired resolution listed in your complaint is to receive the reimbursement for your tablet
A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted replacement claims for three [redacted] tablets which had been purchased at Toys R Us. Each claim was approved with the understanding that a reimbursement would be provided for each tablet in the form of a [redacted] ** gift cardYou received two of the gift cards; however the third was notAfter you made several calls to N.E.Win an effort to follow up, a check was issued to youN.E.Wmailed the check via the U.SPostal Service which was returned to N.E.Wwith a notice to confirm the addressThe check was remailed to you July 21, 2014. I spoke with you Friday August 1, and apologized for a less than satisfactory experienceYou confirmed you received the reimbursement check later the same week it was mailedDuring our conversation you specifically mentioned your frustration was due to receiving the same information that the reimbursement was on the way each time you calledNo one appeared to accept ownership of the problem and confirm the third reimbursement was actually issuedI apologized again for the level of customer service you receivedAt the end of our conversation I asked you to please keep save my contact information so that I may assist if you need to submit another claim in the future
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[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

July 23,
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[redacted], TX [redacted]
Case # [redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 [redacted] Care Plan for a tabletWhen I sent it back for repair/replacement, their shipper LOST itNobody is making responsible nowOn September 4th 2013, I purchased a [redacted] Tab ([redacted]) in [redacted].com and a product care plan for yearsOrder No.: [redacted] Dealer: [redacted].com Sales Rep: [redacted] Plan Duration: MONTHS FROM UNIT PURCHASE DATE Unit Covered: [redacted] Tab Tablet with 8GB Memory, Plan Purchase Date: September 04, Plan Price: $Plan Type: [redacted] LAP&TAB YR $Reference Number: [redacted] Plan Number: [redacted] The cost of the table was On June 12th I called their support number because my tablet accidentally felt and need to be repaired or replacedI got this Service Request Number: [redacted]I got a [redacted] pre-paid label with tracking number [redacted] to ship the product for serviceI dropped it off in a [redacted] store in [redacted] TX on June 13thOn June 24th, I called [redacted] because the table never made it to [redacted] Product Care plan vendor[redacted] started an investigation and told me it took up to business days for a responsebusiness days later I called [redacted] and they said that they were going to reach the "original shipper" with details on the investigationThat original shipper is [redacted] Product care plan providerToday I reached [redacted] Product care and I was told that I must continue following up with [redacted] because they lost my tabletThis is unacceptable as I am not getting details from [redacted] as I did not pay directly to them for the shippingShipping was prepaid by [redacted] Product Care Plan vendorAt this point, nobody is making responsible for the lost of the tablet and I, END CUSTOMER, is having to deal with a lack of customer commitment by [redacted] Product Care Plan vendor
The desired resolution listed in your complaint is to receive a replacement of refund for your damaged tablet
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated July 9, for your [redacted] tabletA prepaid return shipping was forwarded to you to send the tablet to a N.E.Wservice centerYou packaged the tablet and dropped it off at a [redacted] store location on June 13, You contacted N.E.Won June 24, for a status updateA review of the tracking number indicated the package had been lost[redacted] initiated an investigation and requested eight business days to provide a responseYou were advised as [redacted] lost the package they would be responsible for either locating it or replacing it for youTwo weeks passed with no information from [redacted] regarding the location of your tabletA request to reimburse the purchase price you paid for the tablet including tax was submitted and approved on July 17, The invoice date for your reimbursement is July 18, I attempted to contact you via phone on July 21, to confirm you received the reimbursementI was unable to reach you. I left a voicemail message requesting that you call me directly if you have not received the reimbursement, or if you would like to discuss your experience further
N.E.Wdoes value your business and we regret that your experience was less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

November 19,
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[redacted]
West Jordan, UT [redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 [redacted] computer from [redacted] in May of with a year service plan (which is effective after the expiration of the manufacturer's warranty)The sales representative indicated to you and the plan documents state that "except for power surge and coverage for accidental damage from handling, which begins on the date You purchase Your Covered Product, coverage is effective upon expiration of the manufacturer's parts and labor warranties." [redacted] warrantied your product for yearSo your computer should be covered through May of When you submitted a claim you were advised your coverage had expired
The desired resolution listed in your complaint is to have the faulty hard drive in your computer replaced
A review of your service history for the replacement plan you purchased has been completedThe research confirmed you purchased a [redacted] computer from Office [redacted] May 9, with a month service planAs you stated in your complaint, the service plan begins on the date of purchase, and provides coverage for power surge coverage and accidental damageFor the first months of the Plan, if your computer sustains accidental damage from handling (ADH) or damage due to a power surge, the service plan through N.E.Wwould provide for the repairThese issues are not covered by the manufacturer's warrantyThe ADH and power surge coverage are inclusive of the year manufacturer's warrantyIt does not replace the manufacturer's warranty, but provides the additional benefits of power surge and ADH coverage during the term of the manufacturer's warrantyAfter the manufacturer's warranty expires, during months through 36, the plan continues to provide most of the manufacturer's warranty benefits as well as additional benefits listed within the plan's terms and conditionsThe service plan provided by N.E.Wis inclusive of the manufacturer's warranty. The Plan commences at the date of purchase, not upon expiration of the manufacturer's warranty, and is in effect for months from the date of purchase
We at N.E.Wvalue and appreciate your businessWe regret the misunderstanding of the terms of the service planWe remain unable to fulfill your desired resolution to open a service request as the plan expired approximately five months agoI 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[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com
Grassmere Park | Suite | Nashville, TN