Johnstone Supply

September 18,
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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 purchased a laptop at an [redacted] store and purchased an additional two year accidental service plan with the laptopThey refuse to honor it I purchased a laptop with an additional two year replacement/accidental plan with [redacted]The replacement plan was through AsurionWhen I contacted Asurion they stated that they no long cover my warranty and that I was given misinformationHowever I was not given misinformation and the policies have just changed since the date of purchaseA company who will not honor policies that they sell to their customers has no business selling products and servicesIt was a waste of my time and moneyI will never purchase an asurion accidental plan for electronics again!
The desired resolution listed in your complaint is to receive a replacement laptop or a repair of your current laptop
A review of your service history for the replacement plan you purchased has been completedThe research revealed you registered a Hewlett Packard laptop computer with N.E.Wthat was purchased January 30, The service plan you purchased provided months or two years of coverageThe coverage provided by N.E.Wis inclusive of the manufacturer's warrantyDuring the first year of the service plan N.E.Wprovides coverage for some perils that are not covered by the manufacturerDuring the initial portion of the plan when it overlaps with the manufacturer's warranty, the Plan provides multiple enhanced coverage's to customers that begin on the date of purchaseSurge protection is available for all products that utilize a power source and Accidental Damage Handling (ADH) is available for portable electronicsThese are benefits that manufacturer's do not typically provide in their warranty
This ADH and power surge coverage are inclusive of the year manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warrantyIn months through month 24, the service plan continues to provide some of the manufacturer's benefits as well as certain additional benefits listed within the plan's terms and conditionsYour service plan was purchased January 30, and lasted for months or through January 29,
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]
**[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;
You filed a claim with N.E.Wand sent your product to be repaired on Friday May 23, You received an e-mail advising the repair to your product was completed Friday May 30, You waited business hours as requested in the e-mail before checking the status of the return shipmentThe [redacted] return tracking number assigned to your product indicated that it had not been picked up by [redacted] as of Monday June 2, 2014. You paid an additional $to [redacted] to upgrade the delivery and were expecting it to arrive by Tuesday June 3, You feel that e-mails stating "claim complete" should not be sent until the product has been provided to [redacted] for shipping back to the customer
The desired resolution listed in your complaint is to receive a refund of the $you paid [redacted] to upgrade the return shipping
A review of your service history for the replacement plan you purchased has been completedThe research revealed the repair of your product was completed the afternoon of Friday May 30, An e-mail was sent to you advising the repair was complete and that it was being returned to the address on recordThe [redacted] website indicates you contacted [redacted] on May 30, to make a delivery change upgrade request which you were able to do as you are a [redacted] My Choice MemberThe product was picked up from the N.E.Wservice center Monday June 2, and delivered to you two days later on Wednesday June 4,
I contacted you June 10, to discuss your concerns and apologize for the confusion regarding the return shipment of your productThe e-mail you received on Friday May advising the product had been repaired did not provide an expected ship or delivery date, only that the product had been repaired and would be returned to the address listed in the e-mail which was the address we had in our recordsAs the e-mail stated the product was being returned you assumed it was already in route to you when in fact only the shipping label had been generatedI offered to provide you with a $Walmart gift card to cover the money you spent with [redacted] to upgrade the return shipping and provide a goodwill gesture for customer satisfactionYou stated you appreciated the offer and acceptedYou also mentioned you were satisfied with the repair performed for your product and the reason for the complaint centered on the return of your product to you
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
[redacted]
Compliance Coordinator
[redacted]
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
Company avoids honoring extended warranty by requiring consumer to provide a repair estimate on a product that no one will repairAsurion Claim # [redacted]On 5/7/13, I purchased a [redacted] personal printer using my [redacted] credit cardOn 6/12/14, the printer failed and would no longer workSince [redacted]'s warranty had expired, I contacted [redacted] and they confirmed the pur[redacted] was covered under Chase's extended warranty program[redacted] connected me to the provider, AsurionAn Asurion rep opened my claim and explained that along with the sales receipt, credit card receipt, and manufacturer's warranty, they also require a repair estimate as 'verification of failure'I explained I had all those documents except a repair estimate, which I would not be able to obtain because there is no one - no store, vendor, manufacturer, etc- that repairs personal printersHowever Asurion still suggested contacting [redacted], where I purchased the printer, so I did, and [redacted] confirmed that since they do not repair printers, they would not examine one nor would they provide any related documentationThe Asurion rep suggested that when I submit the claim I provide instead the credit card and sales receipts of the replacement printer I had to buy as 'verification of failure' of the first printerOn 7/16/I faxed in the claim documents (credit card and sales receipt of original printer, manufacturer warranty, credit card and sales receipt of the replacement printer)On 7/21/an Asurion claims examiner called me and left a voice message that this was not sufficient and that they would still require verification of failureI called back and spoke with another rep and I explained that this situation had been discussed previously: no store or vendor or manufacturer will provide a repair estimate, or 'diagnostic' or 'verification of failure' on an item when they do not repair or service that itemHe just continued to repeat the same statements as the claims examiner and said the claims examiner would call me backAt this point I am filing a complaint with the Revdex.com because it appears to me that Asurion is seeking to avoid paying on this claim by requiring me to provide documentation which Asurion knows cannot be obtainedI hope the Revdex.com can helpThank you
The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the printer
A review of your service history for the replacement plan you purchased has been completedThe research revealed on June 12, an N.E.Wcustomer service representative attempted without success to locate a service center that would provide a diagnostic of your printer
You purchased the printer at [redacted]Because they do not perform printer repairs, they also would not diagnose the problem associated with your printerYou were advised to send paperwork and receipts to N.E.Wand then other options would be exploredN.E.Wreceived the paperwork however a decision was made that this was insufficient and that some type of documentation confirming your printer failed would be required before a reimbursement would be approved. I spoke with you the morning of Friday August 1, to apologize for a less than satisfactory experienceI advised that after reviewing the claim history I believed your request was not unreasonable and a decision was made to reimburse you the full pur[redacted] price you paid for the printer including sales taxI confirmed the address to send the reimbursementWe will send it to you via next business day delivery once it has been issued
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
[email protected]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

December 9,
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[redacted]
San Diego, CA [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] tablet from [redacted].com in February with a month replacement Plan provided by N.E.W. In November the tablet was droppedYou contacted N.E.Wand were informed you would need to provide proof of purchasing the replacement PlanYour understanding was that replacement Plans for products purchased online were automatically registered with N.E.WYou submitted the requested documents and would like for the Plan to be honored
The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the tablet
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WNovember 6, stating your tablet had been dropped and would not power onYou were advised N.E.Wwould require proof of purchaseUpon receiving the proof of purchase, N.E.Wwould forward a return shipping label so you could send the tablet to our service centerYou submitted the requested documents which were verified and the claim was approved November 9, 2014. N.E.Wattempted to send the return shipping label to you via e-mail however you notified us November that you had not received it so another label was sent to you via e-mailService history notes indicate an effort to troubleshoot the problem with your tablet was performed successfully November 27, and that no further action was required
Your tablet and replacement plan have been successfully registeredYour Plan with N.E.Wexpires February 28, 2016. Please feel free to contact me directly if you have any further problems with your 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[redacted]
Compliance Coordinator
[redacted]@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

November 10,
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[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 summarized below
You notified N.E.Won September 16, that your television was returned to you without a stand, power cord, or a remote control after it was repairedYou state these items were included with the television when you sent it to N.E.Wfor repair in June You were advised that as the television was returned to you in June, and that you waited until September to notify N.E.Wof the missing items, that too much time had passed and the items would not be returnedYou explained the television had been in storage since being returned and that you just recently discovered the items were missingA supervisor agreed to send you a stand, power cord, but stated a remote would not be includedThis was acceptable to youYou later received the stand, a remote, but no power cordThe supervisor you previously spoke with stated that because a power cord could not be located, N.E.Wwould provide a refund of the purchase price paid for the television via a [redacted] gift cardA gift card was issued however it was delivered to the wrong addressA second gift card was issued but was also delivered to the same wrong address
The desired resolution listed in your complaint is to receive the reimbursement you are expecting
A review of your service history for the replacement plan you purchased has been completedThe research confirmed your statements in the complaintWe respectfully request customers inspect and confirm all repairs have been completed to their satisfaction within days of receiving a returned itemIf there are still issues, we are in a better position to address themDue to the length of time that passed between when you received your television after being repaired, and when you notified N.E.Wof the missing accessories, the service center could only confirm they had no record of any accessories being included when your television was delivered to themAs a goodwill gesture, N.E.Wagreed to send a stand, and a power cordYou agreed to thisYou received a stand and a remote control, but no power cordOnly later did we discover a power cord for your television could not be locatedIt was at this point a reimbursement via [redacted] gift card of the purchase price paid for your television was offered to you
When a gift card reimbursement is to be issued to a [redacted] customer, N.E.Wwill provide the necessary funds to the [redacted] Corporation who then issues a [redacted] gift card to the customerThe address that was thought to be the incorrect address was actually Target's corporate address in MinneapolisThe funds had been sent to [redacted] so they could issue a gift card to youWe will coach the representatives associated with your claim so they have a better understanding of the service history notes they are viewing
Our records indicate a reimbursement check was issued November 5, with the special instructions to overnight it to youOur most recent notes indicate it was not sent overnight as intended but rather through regular US Postal Service deliveryAn additional $has been approved as a goodwill gesture due to the numerous issues associated with your claimA corporate resolution specialist spoke with you Friday November 7, He stated he would follow up with you to confirm you have received the reimbursement you are expectingYou are also welcome to contact me directly if would like to discuss your experience further
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

August 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 copied below
I have sent this laptop six times alreadyThe business refused to repair my product and each time I send it they said they fixed it, but it was never repaired and broke down after one or two weeks of useThe last time I sent it they received the product, they refused to fix it and waited until the warranty I had on it had expiredWhen I called them they put me on hold and hung up on me each time I called themWhen I tried to speak to the supervisor they refused to let me speak to themThey told me to take it to any computer repair service from the very beginning, because they don't work on the problem that it hadThey had never told me that before when I sent it in for repairs, in fact they said they "fixed" the problems it had which was the same exact problem it's currently having
The desired resolution listed in your complaint is to receive a refund of the purchase price you paid for the laptop
A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wapproved and completed service to your laptop computer four different times for problems associated with the keyboard and screenThe repairs were completed on February 10th, May 5th, June 6th, and August 19th of this yearI spoke with you August 27thYou confirmed the laptop computer had been returned from the last repairYou expressed that this laptop was to be used by your daughter during the upcoming school yearYou were concerned that if the laptop continued to have issues your daughter may fall behind in her course work at school as a resultI agreed that is a legitimate concernThe extended service plan you purchased for your laptop has a "No Lemon" clause that allows for the reimbursement of the purchase price paid for the item if three (3) repairs are completed and problems persistAs you have had more than three repairs performed I submitted a request to have a reimbursement check issued to you which has been approvedThe check will be overnighted to you via [redacted] once it has been issued
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
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

"">July
17,
[redacted]
Westerville,
OH
Complain
ID#[redacted]
Dear
Ms[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:
"I am making a complaint about this
company because they have not provided services in a reasonable amount of time
I purchased a warranty on my washer and dryerOne and a half years after my
purchase mold started growing around my gasket on the washerI contacted
Asurion on 6/They stated they could have a repair person come out on 6/
to repair the washer since during the week they only came during regular
business hours which would interfere with my work scheduleOn 6/the repair
man contacted me to state that he would have the part in one to two business
daysA week went by and I never heard from this repair manI contacted
Asurion on 6/and they stated the parts were on back order but were shipped
on 6/and sent overnight mailI expected a call from the repair man but that
never happenedI called Asurion on 7/and another lady told me the parts
could take up to three business daysI asked to speak to a manager since I
received bad information and no one had communicated with me about the delay in
serviceI talked to Jeff caller id [redacted] and he stated that the parts weren't
shipped until 6/I explained my frustration since this was the third
different story I heard from their company and also that no one had bothered to
communicate to me regarding this delayHe stated that their policy is they
don't contact the customers until they have the partsI asked when should I
hear from the repair man and he stated when he receives the partsI explained
that this is not adequate customer service and this delay in service has caused
a huge inconvenience for me and my familyJeff only replied with they will
contact you when they have the partsHe had no reason why their employees were
giving me bad information but basically I just have to wait for someone to
contact meThis is completely unprofessional and not an adequate way a company
should handle businessI work during the week and am unable to have this
repaired until a weekend so I will be lucky if I receive the service three
weeks after I made the requestI think it would have been more appropriate
that as soon as the company found out that the part was on back order that they
contact me to apologize for the inconvenience and find out when they could
schedule another day to have the product repaired."
The
desired resolution listed in your complaint
"I am seeking a change in their customer
service policy and a billing adjustmentI have a warranty service on my washer
and dryer and I want refund for my warranty services due to the large
inconvenience they causedWhen this company has a significant delay in
services they need to communicate with their customers and ensure they are
given accurate informationI do not want to deal with this type of
unprofessional behavior when I paid for a service so I would like my warranty
costs refunded."
A
review of your service history for the service plan you purchased has been
completedThe research revealed that parts for your washing machine were
ordered on June 24, after a service request was initiated by you on June
20, due to your washer having a sour mildewed smell and mold built up on
the door gasketThe parts were backordered and shipped to the service center
on June 30, The repair to your washing machine was completed on July 12,
The
following outlines the time line for your repair:
06/24/2015 15:39:22
Parts - Waiting for Parts
06/27/2015
00:32:39 Parts
- Parts on Backorder
06/30/2015
00:32:10 Parts
- Parts Shipped
07/07/2015 01:15:35
Service had to be rescheduled due to the
customer being on vacation
07/12/2015 18:28:53
Completed
Although
the parts for your washing machine to be repaired did go to backorder for a
couple of days, the total time for your washing machine to be repaired was a
little our two weeks including the repair being rescheduled due to your being
on vacation and unavailableThe typical time frame for parts to be received is
to days depending on their current state of availability and the type of
parts being orderedYes, in this instance the service center should have
notified you that the parts were delayed
We
value you as a customer and sincerely apologize for the lack of communication
and any unsatisfactory level of customer service you may have receivedThis is
not characteristic of the quality or reliability of our servicesAny feedback
from our customers assists us in coaching our representatives for improved
customer service in the future and assists us in improving our quality of service
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[redacted]
Sr
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com

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 purchased the policy through [redacted] -display tablet> 120$ inch [redacted]> [redacted]The employee said replaced or non-sale price refund! I purchased a [redacted] tablet from [redacted] on 08/03/I had a problem with the product 08/18/2014, the screen stopped workingI have my receipt and my contract and paid with my depot cardI was told by the sales person that the display was on sale and that with a policy that I could have it replaced and or repaired if it broke or didn't workI have witnesses to thisI was originally there to buy a brand new one, this is the first tablet/ smart device I have owned so thought I trusted the sales person when they told me I needed the insurance with it being a display and trusted that their advice was correctst# [redacted], TE # **, TR# [redacted]At this point I am furious over how the companies phone technician/s acted towards me, I spoke with unknown about making my claim for my item and was let down by their inability to fix my issue, then I requested a supervisor I got-- Rick ID#[redacted]- who was very rude and condescending towards me, trying multiple times to refund me my policy due to [redacted]s mistake for selling me a contract on a display...he ignored my plea's for replacement and kept implying that the contract was not bindingI tried to inform him that it was indeed binding, and that their company allows [redacted] to enter the contract for them via selling it to meEnd result is I have a tablet that doesn't work and a policy that is useless and I feel like I was lied to by everyone involved! The contract is binding and I expect a replacement of equal or greater value, or a repair!
The desired resolution listed in your complaint is to receive a replacement tablet of equal or greater value, or a repair
A review of your service history for the replacement plan you purchased has been completedThe research revealed on August 19, a claim was submitted for a tablet you purchased at [redacted]The claim was immediately escalated to [redacted], a corporate resolution specialist who explained the claim process to you[redacted] also advised she would oversee the claim until it was complete to make certain you were satisfiedShe provided her direct phone number to you should you require further assistanceAs a goodwill gesture for any miscommunication that may have arisen during the purchase of your tablet, [redacted] offered to provide gift cards in the total amount of $On August 25, [redacted] confirmed with you that the gift cards were received and that you would utilize a return shipping label that has been provided to send the tablet to an N.E.Wservice center to complete the claim As of the writing of this letter the UPS website indicates the return shipping label has not been utilizedIf you require another label please contact either [redacted] at the phone number she provided you or me at ###-###-####
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

August 7,
"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
I purchased insurance on my [redacted] from [redacted] which Asurion managesMy [redacted] broke and they won't fix or replace itI purchased an [redacted] from [redacted] a year ago and purchased the year service plan because the plan covered my [redacted]Here is the wording directly from the pamphletPlan features include:[redacted] Prepaid shipping to an authorized service facility for laptop computer repairs * In-home service or prepaid shipping for desktop computer repairs * No lemon policy: If your computer requires more than three repairs for the same defect during the term of your service plan, we replace it* Power surge protection (from day one) [redacted]: Keep your irreplaceable photos, music, e-mail, and financial records safe with our PC Care Center tools, available for download at [redacted] Coverage includes protection due to:[redacted] Mechanical and electrical breakdowns or failures including those experienced during wear and tear * Defects in workmanship and materials Now no where does it say if you have a screen crack or electrical damage we will not cover itI was tricked into purchasing this insurance under the pretense that if something happened I could call and have it taken care ofI have called twice on July 21st and my husband once to try and get service on our [redacted] to no availThis company just wants to take your moneyI bought this coverage do give me peace of mind and all it has done is cause a big headache
The desired resolution listed in your complaint is for N.E.Wto honor our statements
A review of your service history for the replacement plan you purchased has been completedThe research revealed that on July 21, you contacted N.E.Wto submit a claim for your [redacted] which had a cracked screenThe customer service representative you spoke with informed you that accidental damage is not covered under the extended service plan purchased with N.E.W You mentioned having a brochure copy of the terms and conditions but stated to the customer service representative that it was not clear what was coveredThe representative referred you to the section of the Terms and Conditions labeled What is Not Covered, Item # which reads:
Damage from accident, abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications or alterations
I spoke with you August 4, and apologized for a less than satisfactory experienceI stated I was unable to approve a service request for your [redacted]However because you were unable to utilize the extended service plan, I stated I was happy to submit a reimbursement for the purchase price you paid for the extended service planThe request has been submitted and should be complete within -business daysIt will be sent to the address above which I confirmed with you
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

December 9,
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[redacted]
Irvington, NJ [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 submitted a claim with N.E.Wfor a defective baby stroller on February 16, that was purchased at [redacted] **You were advised you would receive a prepaid return shipping label so that you could have the stroller sent to one of our service centersAfter approximately six weeks passed without receiving a return shipping label you contacted N.E.Won April 5, to follow upThe representative you spoke with stated rather than having the stroller sent to a service center, you should dispose of it and purchase a new oneHe informed you upon purchasing a new stroller, you should then forward the receipt to N.E.Wand a reimbursement of the full purchase price would be provided to youYou asked if the receipt needed to be submitted within a certain time frameThe representative stated it did not as you had already initiated the claimYou repeatedly checked with [redacted] ** for the same model of stroller, however it was never available in their inventory, so you never purchased a replacementYou contacted N.E.Won November 15, to inquire if there may be a different alternative availableOn this call you were informed the claim had been closed and no further action would be taken
The desired resolution listed in your complaint is for N.E.Wto honor the claim
A review of your service history for the replacement plan you purchased has been completedThe research revealed you did contact N.E.Wto submit a claim on February 16, The claim was approvedA prepaid return shipping label was sent to your e-mail address on file at the timeA reimbursement in the form of a check payable to you was to be the method of fulfillment upon N.E.W.'s receipt of the stroller. Our research also confirms your statement that you contacted N.E.Wagain April 5, The notes from that call reflect the fulfillment process was changed and that N.E.Wno longer expected the claimed stroller to be returnedThe claim was canceled October 5, exceeding days with no activityYou were informed on your call to N.E.WNovember 15, the claim was unable to be reopened as your Plan had since expired
I spoke with you December 3, and apologized for a less than satisfactory experienceI stated that I believed you were advised to provide a receipt copy after purchasing another stroller, and that you were informed there would be no time constraints to submit a receiptAs such I agreed to submit a request to provide a reimbursement of the purchase price you paid for the stroller in the amount of $You indicated this would be a satisfactory resolution to your complaint
I hope this response provides you with the necessary information to close out this complaint filed against N.E.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

December 18,
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[redacted]
Stevenson, MD [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
After multiple repair attempts you were advised your clothes dryer would be replaced, or that you would receive a reimbursement of the purchase price paid for the dryerYour attempts to speak with someone regarding the status of your claim were met with replies that it was under review and that someone would contact youYour requests to speak with a supervisor were unsuccessfulSeveral times you were advised a supervisor would return your call but never did
The desired resolution listed in your complaint is to receive a replacement dryer or a reimbursement of the purchase price so you may purchase another one
A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim was opened November 3rd, 2014. Parts thought to be required to complete the repair were ordered November 12, 2014. You contacted N.E.W. Friday November 21, after speaking with the service center assigned to your repairYou indicated the service center advised you the unit was unrepairable and they were recommending a buyoutN.E.Wcontacted the service center by phone and confirmed their diagnosis, however we were unable to approve the reimbursement until the service center forwarded documentationYou were advised of three business days for the reimbursement to be approvedN.E.Wreceived the required documentation from the service center the following Tuesday November 25, The reimbursement was approved the same day and invoiced the next day November 26, for the full purchase price including sales tax of $
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

October 16,
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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 from [redacted] with an extended service plan administered by N.E.W./AsurionWhen the covered television failed to work properly, a claim was approved with a replacement television being sent to youThe replacement television was received with a broken screen, and returned to N.E.W. A second replacement was sent which also was damaged upon arrival at your residenceThis television was returned to N.E.Was wellYou then received conflicting information when calling N.E.Wregarding the status of your replacement, or you did not receive follow up call backs as expected
The desired resolution listed in your complaint is to receive an undamaged television as a replacement
A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wwas contacted June 13, regarding a problem with the screen of your televisionIt was determined a new panel would be required to repair your televisionThe manufacturer of your television advised N.E.Wthe panel was no longer availableUpon receiving this information, N.E.Wapproved a replacement television to be sent to youThe television you received was damaged upon arrival with a cracked screenYou returned the television and received a second replacement which also had a damaged screenA third television replacement was approved, however a mistake on our end resulted in two additional televisions being sent to youN.E.Wconfirmed with [redacted] that you returned the television sent in error
I spoke with you Monday October 13, to apologize for a less than satisfactory experienceYou mentioned the frustration caused when you contacted N.E.Wfor status updatesOur representatives were often unable to provide an immediate update, and when you were advised someone would call you back, no one didYou did state the current replacement television received is working properly and there are no further issues at this time. I left my contact information with you, along with a request to call me directly if you should 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

November 10,
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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
An [redacted] computer was returned to you with physical damage from N.E.Wafter being repairedThe box it was sent to you in did not have any sign of damage, and you dispute that it was damaged before being sent to N.E.W. A second service request was submitted so that the service center that performed the initial repair could inspect the productIt was returned to you again without the physical damage being corrected along with a letter stating cosmetic damage is not covered
The desired resolution listed in your complaint is to have the damage repaired, or receive a replacement computer of the same make and model
A review of your service history for the replacement plan you purchased has been completedThe research confirmed the statements in your complaintOn October 31, 2014, in an effort to provide a better customer experience, a supervisor at N.E.Wagreed to submit a follow up request and approve the repair of the physical damage sustained by your computerThe service center assigned to perform the repair has been advised of thisA return shipping label has been provided to youThe tracking information indicates your computer should arrive at the service center November 11, If the computer is returned to you a third time with the issue not corrected, please contact me directly at ###-###-#### or by e-mail at [redacted]@asurion.com.
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

[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 [redacted], and find that...

this resolution is satisfactory to me. 
Regards,
[redacted]
From: [redacted] <[redacted]>
Date: Thu, Oct 2, 2014 at 10:28 AM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: "[email protected]" <[email protected]>
the company has resolved my issue, thank you.

September 26,
">
[redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Middle Tennessee 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] laptop at [redacted] with an extended service plan provided through N.E.W. You contacted N.E.Won September 9, to request a service repairA representative advised you the service request would be authorized as the plan was in effect until May 29, You confirmed this when viewing your information on our websiteWhen you were transferred to a service technician to troubleshoot the problem you were advised the plan was no longer in effect and had expired May 29, The explanation provided to you was that N.E.Wmanually entered the incorrect expiration date when registering your product, and that we were required to change it to the date that should have been entered originallyThe expiration date was changed in our system while you were on the phone with us requesting service
The desired resolution listed in your complaint is to have the service contract reinstated to the original expiration date
A review of your history for the service plan you purchased has been completedThe research revealed that you first contacted N.E.Wregarding an issue with your laptop in April You were referred to the manufacturer who resolved the problem at that timeThe error with the incorrect expiration date in our system could have and should have been identified at that timeIt was notYou then contacted N.E.WSeptember 9, to request service for your laptopBoth our website and an N.E.Wrepresentative confirmed the expiration date of your service plan as May 29, 2015. It was not until you needed to utilize the service plan and spoke with a technician were you advised a mistake on our part had occurredWe acknowledged the mistake was our fault, yet we still would not fulfill the service agreement
We spoke the afternoon of September 16, I stated you should not be punished for an error that we created and that we could have identified much soonerAs such, I offered to provide you a reimbursement of the full purchase price paid for the laptop including sales tax which you acceptedI will provide you with updates on the status of the reimbursement as I receive them
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 28,
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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
N.E.Wfailed to honor your protection plan for a [redacted] wireless deviceWhen your claim was submitted you were advised you would receive a reimbursement via e-gift card within two hoursThe following day you received a request to submit a copy of the receipt which you didLater you were advised the wireless device would need to be sent to N.E.WOn October 7, you received an e-mail notification your reimbursement would be sent within – hoursAfter more than ten days you had not received your reimbursement e-gift card
The desired resolution listed in your complaint is to receive the reimbursement via e-gift card that you have been expecting
A review of your service history for the replacement plan you purchased has been completedThe research confirmed you were asked to forward a copy of the purchase receipt for your wireless device, and to send the device to N.E.Wto initiate the reimbursement which you didYou contacted N.E.Won October 10, after you had not received the expected reimbursementA corporate resolution specialist named Leigh Ann followed up with you and resubmitted the reimbursement requestOn October 17, Leigh Ann spoke with you and confirmed you did receive the reimbursement
N.E.Wvalues your business and we regret that your experience was less than satisfactoryWe will follow up with the representatives involved with your claim to provide coaching on the expected time frame to complete a claim and for the customer to receive a reimbursementI 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

September 29,
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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 submitted your [redacted] laptop computer to N.E.Wfor repairThe hard drive needed to be replacedThe hard drive was replaced with one that was different from your originalThe recovery disks in your possession would not work with the replacement hard driveIn order for your laptop to function you need to reformat it which you are currently unable to do without recovery disks
The desired resolution listed in your complaint is to receive recovery disks that will work with the replacement hard drive in your laptop
A review of your service history for the replacement plan you purchased has been completedThe research revealed that your laptop was received at an N.E.Wservice repair center in March of this yearOn March 20, the service center notified N.E.Wthat the hard drive for your laptop need to be replaced. An N.E.Wrepresentative contacted you and asked if we could replace the hard drive and restore the operating system if necessaryYou advised we couldYour laptop was repaired and returned to you on March 26, The next record of contact with you occurred September 9, You stated the replacement hard drive was not reformatted and you have been unable to use your laptopWhen you requested assistance you were denied as more than days had passed since your repair was completed and your plan had also expiredFor customer satisfaction I agreed to provide a reimbursement for the cost of the recovery discs and shippingYou mentioned that first purchasing the recovery discs and waiting for a reimbursement may create a hardshipAs such I agreed to provide a check for the amount you stated [redacted] required to purchase the discsThe check was issued earlier today September 29, I will send it to you via [redacted] next business day deliveryI contacted you to advise you should receive it September 30, 2014. The tracking number for the envelope will be e-mailed to you once [redacted] has picked it up and scanned it into their system
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

May 28,
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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;
You have submitted your computer for repairs four timesThe extended warranty you purchased states that if the product requires more than three repairs then a refund will be issuedYou were informed that after the most recent repair it would be returned to you unrepaired with a notice that the service center was unable to find anything wrong with itYou were advised several times you would receive a refund
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the computer
A review of your service history for the replacement plan you purchased has been completedThe research revealed that since February 21, your computer has been sent to N.E.Wa total of four times due to the product shutting down on its own and not being able to be restarted until at least ten minutes had pastThe last computer was returned to you from the last service request unrepaired with a note that the technician could not find anything wrong with itWhen I spoke to you Tuesday May 27, you advised me the computer was still having issues powering offThe "no lemon" clause of your extended service plan does indicate if a product is sent for repair three times and still requires a fourth repair then you are eligible to receive a reimbursement of the purchase priceI advised you we will submit a request for reimbursement of your product which you will receive in the form of a check sent to the address listed aboveWe will also request the check be sent to you via overnight delivery once availablePlease allow 5-business days for the check to be issued
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,
[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

December 4,
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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 have had this computer in service on multiple occasionsIt will only work for a short time and then crashes againMultiple attempts at repair fail I have had this computer in service on multiple occasionsIt will work for a short time and then do the same thing over and over againIt is unusableIt should be replaced
The desired resolution listed in your complaint is to receive a replacement computer
A review of your service history for the replacement plan you purchased has been completedThe research revealed your [redacted] laptop computer has been serviced through N.E.Won four occasions ranging between June and October On November 20, you contacted N.E.Wa fifth time to notify us of problems still associated with your computerDue to the multiple repair attempts with problems reoccurring, a decision to provide a reimbursement of the purchase price paid for the laptop including sales tax was approved November 22, The reimbursement will be issued via an e-gift cardIf you have not received the e-gift card upon receiving this letter, please contact me directly at the phone number below
We regret your experience with our company 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 ###-###-####

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
My laptop was sent to Asurion for repairsUpon its return, my antivirus discovered [redacted] infected filesI had sent my [redacted] laptop to Asurion for repairs (it had been dropped and would not start)Service Request # [redacted]The repair itself went very smoothly and I had no complaintsIt was fixed quickly and promptly returned (they received it on 7/8/and sent it back on 7/9/14)As part of the repairs they had replaced the hard drive and installed a new operating systemHowever, when I got it back on 7/15/14, one of the first things I did as I was setting everything up was download an antivirus ([redacted]) and run a full system scanThe scan returned infected files with the status of [redacted]: Hidden fileThe antivirus is reporting failed actions on fixing the problemConsidering that an all new hard drive and operating system had been installed, I don't see how this issue could have pre-dated the repairs, and as this scan was done immediately upon receipt from Asurion, I don't find it possible that I had downloaded the [redacted] after getting it backWhen I called Asurion, I was transferred to their computer Help Desk which told me my product was not covered for software issues, only mechanical problems so there was nothing they could doWhen I questioned how the [redacted] could have been on my computer upon receipt from their repair center, I was told they did not have an answer, and gave me the number I had initially called
The desired resolution listed in your complaint is to have the operating system replaced in your laptop
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated June 30, to repair your laptop which was damagedIt was determined that the hard drive needed to be replaced and the operating system reloadedA request for information about the repairs performed on your laptop was submittedWe were originally advised the hard drive was replaced with [redacted] reloaded, but a follow up response stated [redacted] was uploadedThe follow up response also provided information that the operating system and corresponding drivers are uploaded to each unit using a specially configured tool that does not have "write access" meaning files or viruses from one unit cannot transfer to the nextThe computer was tested thoroughly and found to be in working order before being returned to youWhen we received your complaint details we were very concernedOur desire was to have you return the laptop so that we could perform a full analysisYou left a voicemail message for me the evening of August 4, stating the issue appears to be resolved with no further action required at this timeYou indicated you upgraded to [redacted] which you were able to do at no costAfter doing so, you ran another system scan which indicated the computer is clean and operating correctly
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 ###-###-####
Kindest regards,
Ken P[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN