Johnstone Supply

From: [redacted] <[redacted].com>Date: Fri, Jun 19, 2015 at 8:07 PMSubject: complaint #[redacted]To: [email protected] whom it may concern:I filed a complaint yesterday, #[redacted].  The company has resolved the problem to my...

satisfactory.thank you,[redacted]

July 28,
"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
They lost my laptopMy laptop screen went bad in JuneI got it back on June 25th and when that was fix it had other problemsI called to resend it outI kept having to call because I never got a email about it being processI finally got it process on July 1stI got my first box on July 3rdI sent out the laptop for repairI got another box to return it on July 7thThis is the box that is tied to my accountThe laptop is now missingNo one can find itNot only did I have trouble trying to get it repair again they have now lost it
The desired resolution listed in your complaint is to receive a replacement laptop or a refund for the purchase price you paid for your laptop computer
A review of your service history for the service plan you purchased has been completedThe research revealed that a service repair was completed for your laptop computer on June 21, After the unit was returned to you, you discovered there were still problems with the laptop booting correctlyOn July 1, a rework request was submittedA prepaid shipping label was forwarded to you to send the laptop back to the service centerOn July 14, you contacted N.E.Wfor an update on the repair status of your laptopAt the time of your call N.E.Whad no information that your laptop had been received by the service centerLater the same day notes were added to your claim that the laptop had been located. A service advisor contacted you to let you know N.E.Wdid have your laptop and would proceed with the repairI spoke with you July 22, You confirmed you were advised N.E.Whad the laptop, and that the repair request would be completedI ended the call asking you to please contact me directly if there were any other issues that arose causing concern for 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

October 22,
">
[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
I purchased a [redacted] tablet with a year warranty in November It broke once and we called the number listed on the warranty pamphlet and it was fixed in January A few months later the tablet broke againA couple of months later we got around to filing another claimI had my daughter file a claim online and fill out the form stating something was wrong with the tabletI then got a notice that a check was being sent for the cost of the tabletI paid for a two year warranty so I would not have to pay for another tablet that costs moreI contacted the company and inquired about this as no one has even looked at the tabletI was advised by a supervisor that repairing the tablet is beyond the limit of liability of the PlanI then spoke with Leigh Ann D[redacted] who told me that if the cost to repair the tablet is 85% or more than the purchase price it was deemed uneconomical to repairHow they can know what is wrong with it is beyond me as they have not looked at itFor all I know, something is loose from when it was first repaired and this is why it will not chargeI asked for a breakdown of the cost to repair the tablet and how that cost was determinedI was told I was not allowed to have this information[redacted] no longer sells this model new, so I would have to pay more to replace it with a newer model the store carriesThe reason I purchased the warranty was to avoid having to spend more on a tablet for a couple of yearsN.E.Wrefuses to examine the tablet to diagnose the problemTheir solution is to send a check for the purchase price paid for the tablet and cancel the warranty without providing a prorated refund
The desired resolution listed in your complaint is to receive a new replacement tablet of the same model or newer
A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was submitted for your tablet with a description that the screen was crackedThis information that either you or your daughter provided was utilized to determine the cost to repair the unit would be uneconomicalWe have predetermined the costs necessary to repair/replace broken screensWhen the claim was filed, the failure reason entered in the online portal was ‘my screen is cracked'. Accidental damage and power surge are the only reasons we would open a claim while the product is under the manufacturer warranty as yours wasIn your e-mail communications with Leigh Ann D[redacted] you admit the screen was not damaged, only that it would not chargeIf this is the case, your laptop would need to be repaired by the manufacturer as it is still under their warrantyLeigh Ann offered to cancel the reimbursement check and reinstate the extended warranty with N.E.Wso you could utilize the manufacturer's warrantyThis option remains available to you
I refer you to the terms and conditions of the extended Plan you purchasedUnder the section What is Covered you will read:
This Plan provides for the repair or replacement of your product in the event the product experiences a breakdownIf we determine that we cannot repair your product as specified in this Plan, we may replace the product with a replacement product of like kind and quality that performs to the factory specifications of the original product, or at our discretion, we will issue you a voucher, gift card or check for the original price of that product, including taxes, as indicated on your sales receiptOnce you have received your voucher, gift card or check for your product pursuant to this Plan, all of our obligations under this Plan shall have been fulfilled in their entirety
N.E.Wregrets that your experience was less than satisfactory, however we are unable to grant your desired resolution as we fulfilled the terms of the Plan based upon the information provided when the claim was filedI 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, 2014
mso-no-proof: yes"> 
[redacted]
[redacted]
[redacted]
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 number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer 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.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is copied below.
I was sold a 2 year replacement plan on my daughter's bicycle. I attempted to file a claim and was told this issue was not covered. On 9-30-14 the front tire on my daughter's bicycle, a [redacted] 20 inch girls bike, ([redacted]) which was purchased for 97.97 on 4-16-14 from store number [redacted], register number **, went flat. I attempted to air up the tire, but the tire would not hold air. I purchased a 2 year replacement plan for 9.00 on this same date and at the same location. On 9-30-14, I registered my product at www.asurion.com/[redacted], as instructed by my product care plan. I filed a claim online and was instructed to call ###-###-####. I called this number. A customer service representative informed me that bicycle tires are not covered by this Product Care Plan. I again reviewed the terms and conditions of my Product Care Plan. According to the What is Covered section of my Product Care Plan, "This Plan covers parts and labor costs to repair or replace your product in the event a product experiences a breakdown. If we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the original price of that product, including taxes, as indicated on your sales receipt. Non-original manufacturer's parts may be used for repair of the product if the manufacturer's parts are unavailable or more costly." I also reviewed the WHAT IS NOT COVERED section of the plan. At no point are tires listed as a not covered item, as was stated by the customer
             service representative I spoke with on 9-30-14.The desired resolution listed in your complaint is to receive a refund.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you purchased a bicycle with a two year replacement plan April 16, 2014. The problem you describe, a flat tire, is due to a problem with the inner tube, most likely a small puncture, or a bad valve. Both the tire and inner tube are considered to be consumable items, meaning they are items that need to be replaced after being used for a period of time. A flat tire is not considered to be a breakdown of the bicycle. Under the section of the terms and conditions of the Plan labeled What Is Not Covered, item # 3 you will read:
Replacement costs for lost or consumable parts (trimmer line, antennas, cartridges, styluses, records, audio/video disks, tapes, computer software or disks, print elements, external power supplies, spark plugs, filters, plumbing, knobs, remotes, batteries, bags, belts, bulbs and/or lamps).
The items listed above are examples of consumable items. Unfortunately, we are unable to list every consumable item for every product that we provide extended plans for.
We at N.E.W. value your business and regret that your experience has been less than satisfactory, however we remain unable to provide a reimbursement of the purchase price paid for the bicycle. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

March
20, 2014
[redacted]
[redacted]
Complaint
ID#[redacted]
Dear
**. [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
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer 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.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com, you sent your Kurio
tablet in for replacement in November 2013. An email was received that notified
you your tablet was received and a refund would be mailed to you in 7 to 10
business days. As of February 2014, the refund had not been received by you. In
your complaint you state you made numerous calls and were provided various
answers regarding the refund being delivered and/or reissued. You also state
the customer service you received was unacceptable.        
The
desired resolution listed in your complaint is to receive the $160 refund for
your tablet by March 10th as the last representative you spoke with
on February 25th advised you would. 
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed numerous gift cards issued, cancelled and
reissued since November 2013 when your tablet was logged as received by N.E.W. I was able to determine that
multiple instances of the gift card being reissued on top of each other
resulted in a system error and no gift card being completely processed for you.
I requested a check for you to provide the refund you were last advised you would
receive by March 10, 2014.
We
spoke on March 17, 2014 and I apologized for any inconvenience you may have
been caused. I advised a check for $160.48 would be forth coming via UPS. We
spoke again on March 18, 2014 and you advised your check had been received. I
apologized again and let you know that for the purpose of training and to
ensure quality customer service N.E.W.
records a percentage of customer calls. Any call recordings available will
assist 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,
 
[redacted]
Sr. Compliance Coordinator  | [redacted]
P ###-###-#### | F ###-###-#### | www.asurion.com
v

This customer came in with an old obsolete control that there was not a new direct cross to. We NEVER diagnose over the counter as this is not possible especially with old controls and a customer who is not a technician but says he has one to call after he gets the part. Without a direct cross we...

suggested his technician call us so we could verify certain specs. Since we were not able to speak with his technician, we told him to be sure his contractor contacts us BEFORE installing this control because as an electrical item, it is not returnable if used. The customer did NOT call his technician but decided to replace the part on his own, ( I would only assume to save a service call by his technician. )and in doing so burned out his gas valve because it was not the correct control. I believe if his technician came to install the part as he said, that it would have been immediately noticed by the trained technician that a different control was needed. He only called the technician after he attempted the change himself and caused the problems. If he called the technician first and he said it was the wrong part BEFORE he installed it, he could have brought it back for return or exchange. But not after he installed it.

The people at the counter sold us a very expensive mistake assuring us that this was exactly what was needed to fix the boiler at our home without ever seeing it knowing the purchase was non refundable as soon as the business recieves their money. We paid nearly three times what it would have costed if there company would not allow the clerks at the counter to diagnose a private home owner to purchase merchandise from them. If the result was injury or loss of life who then is liable? Surely not their company or buisness. The owner of the local branch was extremely rude,unprofessional and is ignorant in his understanding while using his understanding to support his ignorance of the situation. Customers may hold less responsibilities through lifetime obtainment while never being less than. We have moved on from this and will not withdraw or backdown our unsatisfactoral complaint...happy holidays!

February
27, 2015
[redacted]
[redacted]
Jackson,
TN [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Middle Tennessee & Southern Kentucky, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
A
claim was filed by you in September 2014. After not hearing from anyone on
October 18th you called and initiated another claim. You were
provided with three different dates that your claim check was process and
mailed to you. As of the date you filed this complaint you had not received
payment for your claim after being told multiple times that you would be.
The
following is the desired resolution listed in your complaint:
“I
want my money back and I would like to be compensated for the time and me
having to sit on the phone day in and day out without them just sending my
money in the first place. $300 total.”  
We
spoke on February 21, 2015 and I apologized for any inconvenience the delay in
you receiving your claim check may have caused. I advised you any customer’s concerns
allow us to revisit the claims process and coach to better service in the
future. I explained that any additional compensation was not provided for under
the terms and conditions of the service plan you had purchased for your tablet.
You accepted my explanation and were happy I had called to discuss your
concerns. 
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

I bought a Samsung 3 got insurance before leaving store loved the phone then it shorted out made sure it wasn't something I could fix had no choice but to send it in.
I sent it in not realizing that I'm getting the run around it's been 9 days and there is still no hope for my 3 day insurance plan to help me. I was told that there was a big glitch in the line he also said this was a big mess we should here from them in 72 hrs. with a check in our email and nothing has happened. I called a 2nd time and was told the same thing now I have to wait until Monday to call a 3rd time. I promise not to give them any money EVER again for there product

[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]

March 26, 2015
[redacted]
[redacted]
[redacted]
[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 number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a claim for an [redacted] console through the Protection Plan provided
to [redacted] ** customers. You followed the instructions provided regarding
forwarding the product to the assigned Service Center. The [redacted] was marked as
repaired and returned to you. Upon opening the package you noticed a gash in the
[redacted] sensor. One of the controllers was returned with a third party
rechargeable battery pack, and the disk tray is more noisy when operated than
it was before you sent it for repair. You made three phone calls to N.E.W. in
an effort to resolve the problem without results. 
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price you paid for
the product.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim was initiated February 15, 2015. The service center
assigned to your [redacted] marked the repair as completed February 26, 2015. You
contacted N.E.W. March 3, 2015 to
inform us of the issues listed in your complaint. The following day, March 4,
2015, a request was submitted to the service center to provide us with information
regarding the repair that was performed on your [redacted]. The service center did not provide a reply
until March 10, 2015. Their response was to have you return the game system and
they would replace it.  Due to the length
of time that passed after you notified us of your dissatisfaction and when the
service center provided a response, a request to reimburse you the purchase
price paid for the [redacted] was submitted and approved March 10, 2015.  A reimbursement of the purchase price
including sales tax was invoiced for you on March 13, 2015 and sent to the
address at the top of this letter. 
We regret your experience with N.E.W. was less than satisfactory.  It certainly was not typical of the service
we strive to provide our customers on a daily basis. It is unacceptable to
receive a follow up four business days after requesting information from a
service center regarding a repair. Your experience will be utilized as a
coaching opportunity in an effort to provide a quicker response to customers
concerns.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted]
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
[redacted] | www.asurion.com
[redacted]

From: [redacted] <[redacted].com>Date: Thu, Jul 9, 2015 at 4:22 PMSubject: Re: My E-mail AddressTo: [redacted] <[redacted]@myRevdex.com.org>my complaint ID is [redacted] and I would like to let you know that the company that I filed the complaint with has...

resolved the problem by sending me the part requested in the complaint itself.[redacted]

October
16, 2014
[redacted]
[redacted]
[redacted]     
Complaint
ID#[redacted]
Dear
[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
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer 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.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint
filed with the Revdex.com you state the following:
On Saturday August 23rd you
filed a claim for your phone and were advised a shipping label would be sent to
your email. Once [redacted] received and scanned your phone an e-certificate would be
sent to your email. You took the phone to [redacted] on Monday, August 25th.
By the end of that day you had not received the e-certificate and you called
the toll free number. Your claim was being processed and you were advised the
e-certificate should arrive by the next morning. When your e-certificate didn’t
arrive you called again but were unable to speak with a representative in the
right department and no one returned your call. A supervisor you spoke with on
August 28th told you your phone had been randomly selected and would
be inspected to verify what was wrong with it when it was received. This
inspection could delay your e-certificate being received for an additional 3-5
days. The supervisor transferred you to claims so they would be able to push
your e-certificate through. You were unable to speak with a representative and
left a voicemail but received no return call. A live chat available online
informed you someone would call you in 4 business hours but no one called you.
       
The
desired resolution listed in your complaint is to receive the e-certificate you
have been promised immediately so you won’t be without a phone. 
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim imitated on August 23rd.
The package with your mobile device in it being sent to N.E.W. was scanned at [redacted] on August 25th. A hold was
placed on your claim that same day. On August 27th you called about
the delay in your claim process and your call was transferred. A Resolution
Specialist named Leigh Ann took a call from you on August 29th and
advised she would try to have your claim released and completed. The hold on
your claim was released on September 2nd and your gift card was
delivered to you on September 3rd. Leigh Ann spoke with you later
that day and you verified the gift card was received. A complimentary gift card
was issued to you for customer satisfaction and Leigh Ann spoke with [redacted] on September 8th and he verified it was received.      
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 ###-###-#### or Leigh Ann at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator  | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com

July 1,
2015
 
[redacted]
[redacted]
Meeker,
OK [redacted]
Case #
[redacted]
 
[redacted],
 
On behalf of Asurion,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with Asurion did not meet your expectations.
 
Asurion Service Plans. Inc. (Asurion), is a provider of extended
service plans, buyer protection services and product support programs that
serves more top consumer electronics retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
 
Asurion strives to provide world class customer
service.  Each call or letter that comes into Asurion regarding concerns or issues relating to our service
plan(s) is thoroughly investigated.
 
Your complaint with the RevDex.com is copied below. 
 
Failure
to provide accurate information. Cannot get accurate information on time repair
will be completed on [redacted] 46 inch tv. First response was 1 week after
reported problem. Part brought did not fix problem that was guessed by phone
support. Another part ordered however have been given different times by
different people when WE make calls to find out status. Company has made NO
effort to contact us. Management has been asked to contact us. It has now been
two weeks!! VERY POOR. Customer service!!
 
A review of your service history
for the service plan you purchased has been completed. The research confirmed
you submitted a claim for your television May 28, 2015.  An attempt to troubleshoot the problem over
the phone was unsuccessful.  Based upon
the available information, parts thought to be necessary to repair your
television were ordered.  The initial
service visit did not result in your television being repaired. Additional
parts were ordered. The parts needed were motherboards. We subsequently learned
the motherboards had not been updated with the latest firmware from [redacted]
resulting in an inverted picture.  Rather
than continue with repair attempts that may have also been unsuccessful, a
decision to provide you with a reimbursement check for the purchase price paid
for the television was approved.  I spoke
with you to discuss your concerns and advised we would provide a reimbursement
to you.  You stated you would be out of
town the week of June 22 through June 26 and requested the reimbursement be
sent after June 29, 2015.  I stated I
would wait to submit the request so it was not delivered while you were out of
town.  When I attempted to submit the
request Friday June 26th, I observed someone else had already done
so.  A reimbursement in the form of an
e-gift card was approved to be sent to the e-mail address we have on file.  I contacted you to inform you of this. I
asked if an e-gift card was acceptable or if you still preferred a check.  You stated a check was your desire.  A request to resubmit the reimbursement via a
check has been submitted.  I will follow
up and provide you with any updates on the status of the reimbursement check as
they become available.  
 
I
hope this response provides you with the necessary information to close out
this complaint filed against Asurion. If we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####.
 
Regards,
 
Ken P[redacted]
Compliance Coordinator [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
**. [redacted],
Again your position is not based on facts and you have not provided any evidence to back up you determination.  Apple's warranty and or policies are not relevant in this discussion.  You state that the plan in question does cover damage caused by wear and tear and damaged caused by defective materials or components. Please identify the discovery questions asked by NEW and my given answers that clearly identify the cause of the damaged pins.
Regards,
[redacted]

April 14, 2015
Roman">
[redacted]
West Palm Beach, FL [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 number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
purchased a Replacement Plan for a wireless phone. You registered the wireless
phone and Replacement Plan with N.E.W. 
When you needed to file a claim you were informed the transaction code
used when your wireless phone was registered was invalid. N.E.W. refused to
forward a return shipping label to you so that you could send the product to
our depot center. You attempted to follow up three times. On each call you were
advised due to the wrong information being registered you would need to wait
3-5 business days for a response, only to never receive a call back. When you
asked to speak with a supervisor on one call, the representative was
disrespectful and laughing.
The desired resolution listed in
your complaint is to receive a return shipping label via e-mail as was
advertised when you purchased the Plan, an apology, and for N.E.W. employees to be more
professional.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed a claim was initiated March 27, 2015 for a wireless phone. A prepaid
[redacted] return shipping label was sent to the address in our records via United
Stated Postal Service so that you could forward the product to our depot center.
N.E.W. received information April 4,
2015 that you had not received the shipping label. A second label was sent also
using the United States Postal Service. On April 8, 2015 the first return
shipping label was scanned by [redacted] indicating the product was in route to our
depot center.  The following day April 9,
2015 a reimbursement in the form of an e-gift card was invoiced for the full
purchase price paid including sales tax.
We regret your experience with N.E.W. was less than satisfactory. I am
still working to ascertain if the return shipping label was not sent to you via
e-mail due to an error at registration. We will utilize our findings in an
effort to prevent others from having the same 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,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN [redacted]

[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.  Additionally, I need to add the following comments to this resolution.  Had it not been for [redacted], Compliant Co-Ordinator for N.E.W./Asurion, I do not believe that the resolution would have been reached as quickly or as satisfactorily as was done.  [redacted] it truly as asset to N.E.W./Asurion and it is my hope that those suggestions made to him during our telephone conversations are relayed to his management so that other customers do not have to go through the unnecessary, lengthy and wasteful encounter that I was forced to do throughout this ordeal.  It is also my hope that [redacted] is also able to show to his management, by my unfortunate situation, that having to resort to involving the Revdex.com in order to obtain resolution for a problem that should have been covered by a warranty is not the way to encourage good customers relations or to retain a customer once the issue is resolved.  I also want to thank the Revdex.com for their involvement in this issue.
Regards,
[redacted]

[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]

January 5, 2015
[redacted]
[redacted]
Galveston, TX [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 number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer 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.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
You filed a claim with N.E.W. on November 19, 2014 for a [redacted] game
system that was not working properly. You were advised it should be resolved
within 5-10 business days. As of December 15, 2014 you had not received a
reimbursement via a [redacted] gift card for the game system as expected.
The desired resolution listed in
your complaint is to receive a [redacted] gift card for the purchase price paid
for the game system including sales tax in the amount of $108.21.
A review of your service history
for the replacement plan you purchased has been completed. The research confirms
your claim for a [redacted] game system was initiated November 19, 2014. The same
day a UPS return shipping label was sent to you via the U. S. Postal Service.
Our records reflect the product was marked as “in transit” December 4, 2014. A
gift card in the amount of $108.21 ending in #[redacted] was invoiced the same day.
Our records reflect the gift card was utilized for three purchases occurring
between the dates of December 6, 2014 through December 10, 2014 and now has a
$0.00 balance remaining.  A second claim
for another [redacted] game system was initiated and a gift card ending with #[redacted]
in the amount of $108.21 was invoiced on December 17, 2014 after we received a
legible copy of the original purchase receipt. Our records reflect it was
utilized for three purchases between December 17, 2014 and December 19, 2014 and
also has a $0.00 balance remaining.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville,
TN 37211
v

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Wow really,  2 [redacted] tablets plus 2 plans were purchased on may 16th. 
I guess Y'all can't do your jobs either. ...
Regards,
[redacted]