Johnstone Supply

May 7, 2015
Roman">
[redacted]
[redacted]
Warwick, RI [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.
According to your complaint filed with the Revdex.com, you
purchased a [redacted] fan from The [redacted] with a two year protection plan. When
you submitted a claim for the fan, you were informed you would need to forward
the item to N.E.W. before a reimbursement would be issued. The website states “put
in a claim and in hours you will get a [redacted] gift card.” It does not state
you have to send the item back. You are home bound and unable to send the item
to N.E.W.
The desired resolution listed in
your complaint is to receive a refund of the purchase price including sales tax
you paid for the fan.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
27, 2015 to submit a claim for your fan. A prepaid return shipping label has
been provided to you so that you may forward the product to our depot center. The
terms and conditions of the Replacement Plan administered by N.E.W. that you purchased for the fan are
located on the website for The [redacted]. In the terms and conditions you will
read the following:
Term of Coverage: The term of the
Replacement Plan coverage begins immediately following the expiration of the
manufacturer’s labor warranty and remains in effect unless cancelled or
fulfilled pursuant to the provisions below for the term indicated on your sales
receipt. Our obligations under this Plan will be considered fulfilled if we
provide you with a replacement product, a check, or [redacted] gift card for
the original purchase price of your product, including taxes as indicated on
your sales receipt.
How it works: If your product experiences a breakdown, contact customer service at
[redacted] (###-###-####) to process your claim. At our sole discretion, we may require that you
return the covered product to us as a condition to receiving a replacement
product. We will pay for the cost of shipping your product back to our
authorized service center for replacement. Once your product has been replaced,
all of our obligations under this Plan have been fulfilled in their entirety.
You stated you are home bound and
unable to send the item back.  You may
arrange to have [redacted] come to your home and pick up the item for you simply by
visiting their website www.[redacted].com.  At the top of the [redacted] website page there are
several tabs. One is labeled “support”. 
If you click on that tab you will see a box labeled “How To” with a link
to “schedule a pick up”.  You can arrange
for [redacted] to pick up the item for you. You may also call their toll free phone
number ###-###-#### to speak with a representative who can arrange a pick up
for you. 
Our research also revealed N.E.W. approved and fulfilled a prior
claim for another fan in August 2014. You were provided with a prepaid return
shipping label for that claim and the item was received at our depot on August
13, 2014. I respectfully submit that due to the prior claim you were aware the
product may be required to be returned to fulfill the claim.
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 37211

Terrible customer service, made numerous calls, bounced from person to person, disconnected and so on. I definitely will reconsider my place of purchase next time, other options -L[redacted] or A[redacted], they have much better customer service.

June 26, 2015Asurion received your rejection of our original response letter regarding your complaint submitted to the Revdex.com. Your original complaint is summarized again below.
According to your complaint filed with the Revdex.com, on May 3, 2015 you returned a phone to Asurion for replacement. You were advised the same phone was not in stock and that you would receive a reimbursement of the purchase price within 7-10 days so that you could purchase a replacement. As of June 4 th you still had not received the reimbursement. Each time you contacted Asurion you received information that the process was held up due to a system related issue and that the reimbursement should be issued within 3-5 days.
The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for your phone.
Our original reply acknowledged the difficulties you had with Asurion completing your claim. I stated a reimbursement was issued for an incorrect dollar amount, but that the remaining reimbursement amount would be forthcoming.
Your rebuttal statement is summarized below.
You rejected our response because you had not yet received the remaining balance for your reimbursement. You also added that you had another mobile device that was damaged and needed the screen repaired. Due your prior claim experience with Asurion you decided you would prefer to have the device repaired on your own. You requested a cancelation of the extended service plan for the damaged device and a refund of the purchase price paid for the service plan.
I called and spoke with you on June 18, 2015. I advised you that a check for the remaining balance of your reimbursement was issued June 15, 2015. I also stated I would submit the request to cancel the remaining service plan and provide a refund of the purchase price you paid for the plan. I received a confirmation that the service plan was canceled successfully. I attempted to reach you June 26, 2015 to confirm you received both the remaining balance for the mobile device you claimed, and a reimbursement of the purchase price you paid for the extended service plan that was canceled. I was unable to speak with you directly but left a voicemail request for you to call back at your convenience. If you have received both expected payments there is no need for you to call. If you have not received those payments please contact me at the number below as soon as you are able and I will be happy to follow up.
We do appreciate your business and again regret your experience with Asurion was not satisfactory.
Regards,
Ken P.
Compliance Coordinator

March 20, 2015

face="Times New Roman">
[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 state the
following:
“This company is the warranty company
for [redacted] products. The company has had my TV for more than 1 month and
refuses to repair or give any info. I purchased an extended warranty from this
company of Feb 18. 2013. This is the second attempt at repairing my TV. The
company has had the TV for more than 1 month and has completely failed to
return any call regarding the status of the repair.”
The
following is the desired resolution listed in your complaint:
Repair the TV.
A
review of your service history for the service plan you purchased has been
completed. The research revealed a part that was needed to repair your
television caused a delay in your television repair. We regret your experience
with N.E.W. has been less than
satisfactory. However, reimbursement of the purchase price you paid for your
television was authorized on March 12, 2015. This was authorized due to the
part that is necessary for your television’s repair no longer being produced.
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 615-762-1751.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
[redacted] | www.asurion.com

February 28, 2014
11pt;">
[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 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 repair claim with N.E.W. for a television. The repair company assigned to service your television cancelled your appointment twice. When someone arrived to service your television it turned out to be a delivery driver assigned to pick up your television. You stated to him that your contract provides for in home service. The driver replied to you that if he did not take the television the warranty would have been voided as you refused service. You felt you had no other option other than to allow the driver to take the television. You requested the driver to drape moving covers over the television, however he simply carried it out down snowy steps and set it in the street while opening the van doors. What you expected to be an in home repair had turned into 7-10 days with no knowledge if the television had been damaged by the driver’s actions.
The desired resolution listed in your complaint is for N.E.W. to use a satisfactory repair company and for there to better communication between N.E.W. and the service provider. Specifically the service provider should have known your contact provided for in home repair.
A review of your service history for the replacement plan you purchased has been completed. The research revealed a service request for your television was approved January 25, 2014. Two appointments were canceled and then rescheduled. On February 10, 2014 a repairman arrived at your home, but rather than perform an in home service he took the television with him. You contacted N.E.W. the same day to advise us you were unsatisfied with the level of service you had received so far, and wanted to be certain no damage had occurred from the repairman’s handling of your television. On February 11, 2014 a service history note indicates parts were required to repair your television and the repair center was awaiting those parts to continue. The repair was completed February 12, 2014. I attempted to contact you February 21 and 24, 2014 to discuss your experience with N.E.W. I wanted to apologize to you that your claim experience was less than satisfactory. After I was unable to reach you directly I contacted the repair center to inquire about the delivery status. I was advised the television had been repaired and returned to you February 17, 2014.
You are correct that there should have been better communication between N.E.W. and the repair center assigned to work on your television. You should not have been advised that if you refused to allow the driver to take your television the warranty would have been voided. That was incorrect and I’m sorry you were provided with that information. I want to assure you that N.E.W. will reach out to [redacted] who was assigned to work on your television. We will advise them repair technicians should not be providing information or answering questions regarding the extended warranty without first confirming the information with N.E.W.  We value you as a customer and again I would like to extend apologies for a less than satisfactory experience.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

February 26, 2014
11pt;">
[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 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 microwave oven April 16, 2009 with an extended warranty. You submitted a claim for the microwave with N.E.W. due to the beeper associated with the timer not working properly. On January 27, 2014 a repair technician inspected the microwave. He advised you because the microwave worked, the repair to the beeper would probably not be covered, and that you would be notified of a decision. On January 30, 2013 you contacted N.E.W. to check on the repair status. You were advised the repair would not be covered. You then spoke with a supervisor who resubmitted the repair request. The following day you received a phone call from N.E.W. advising again the repair would not be covered with an explanation that the repair technician noted the beeper was working. You requested to speak with the same supervisor you had previously talked to but were advised the service request was denied because the problem was considered an annoyance.
?
The desired resolution listed in your complaint is for N.E.W. to honor the warranty.
A review of your service history for the replacement plan you purchased has been completed. The research revealed that the service technician who examined your microwave on January 27, 2014 noted that it worked properly however you had concerns about the amplitude or volume of the beeper associated with the timer. On January 31 a new service ticket was authorized.  N.E.W. dispatched a different service provider to your home on February 6, 2014. The technician who performed the service noted the beeper was working erratically. He contacted the authorization department who advised him the problem was an annoyance and not covered.
The decision has been made that the problems associated with the beeper should have been covered and repaired. I spoke with [redacted] and apologized that the experience with N.E.W. was less than satisfactory. I advised N.E.W. is currently locating another service provider in your area. As soon as I have contact information for the service provider I will speak with you again to arrange an appointment.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
[redacted]
Compliance Coordinator
[redacted]     
voice ###-###-#### fax ###-###-####

February 28, 2014
 
[redacted]
Case # [redacted]
 
 
**. [redacted],
N.E.W. is in receipt of your rebuttal dated February 20, 2014. According to your letter you rejected our response that the repair centers diagnosis of the problem to your laptop computer was physical damage. You believe it was a malfunctioning issue.
 
The technician assigned to service your computer is a highly skilled and experienced employee. We are confident that if he determined your laptop was damaged due to a hard impact that he had sufficent evidence to make that decision. We value you as a customer, however we remain unable to fulfill your desired resolution to repair, or replace, or provide a refund for the purchase price you paid.
 
Our previous response indcaited that physical damage is not covered under the plan you purchased for your laptop computer.
 
If you have questions or would like to speak with me regarding our decision please contact me directly by calling ###-###-####.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]   
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

July 1, 2015
 
[redacted] [redacted]
Scottsburg, IN [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.
 
According to your complaint filed with the Revdex.com, you
purchased an [redacted] game system on December 21, 2013 with an extended service
plan.  You submitted a claim on June 6,
2015 for the game system.  You were
advised that you would receive a prepaid return shipping label so that you
could forward the product to our service center for repair. You did not receive
the label as expected. Repeated attempts were also unsuccessful. The last
customer service representative you spoke with was unprofessional. You also
spoke with a supervisor that was unhelpful. 
 
The desired resolution listed in
your complaint is to have a replacement item sent as the service agreement
calls for a 7 – 10 day turnaround which has long since passed. 
 
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed your claim for an [redacted] was initiated June 6, 2015.  The repair was assigned to a service center
the same day. The service center first attempted to send a prepaid return
shipping label via e-mail to you on June 8, 2015.  We were notified on June 20th that
you were still awaiting a return shipping label. On June 23rd we
received the complaint that was submitted to the Revdex.com
regarding this issue.  I called and spoke
with you the same day.  I apologized for
the poor experience and confirmed your e-mail address.  I was able to successfully send you a return
shipping label via e-mail which you used to send the [redacted] to our service
center.  The service center received your
[redacted] the following day June 24, 2015. 
The repair was completed the same day. 
I spoke with you to advise you should expect its return Friday June 26,
2015.  I asked you to try to use the [redacted]
over the weekend and that I would follow up with you Monday June 29th.  I left a voicemail message June 29th.  I called again and spoke with you July
1, 2015.  You confirmed that the [redacted] was
repaired and that it was working well at this time.  I asked you to please keep my contact information
and call me directly if any further issues arise.  
 
We appreciate your business and
regret your experience was less than satisfactory.  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 37211

June 27, 2014
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 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 Statement of the Problem filed with the Revdex.com is copied below.
 
I purchased a protection plan from Asurion and they are not fulfilling their obligation. My fitness watch fell off my wrist while I was running across a busy street and it was run over by several cars. My protection plan covers defects in the materials and workmanship. I called to get a replacement tracker and they said they don't cover my tracker being run over by a car. I understand that part but it would not have been run over if the strap wasn't defective. So they told me I had to return it to the store I purchased it at. I don't have it because it didn't seem fitting to wait until traffic was clear and attempt to pick up pieces. I spoke with a reprehensive and a supervisor who both continued to dance around the same script. The supervisor was actually very rude and probably should not be working in a customer service environment.
 
Your Desired Outcome/Settlement statement is as follows;
 
All I want is a replacement [redacted] or a simple refund. I’m not asking for anything outrageous. If they do not want to cover it then it shouldn’t be in their warranty.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. on June 18, 2014 to report that the wrist strap for your [redacted] pedometer had a faulty clasp which caused it to fall off of your wrist while crossing a street. It was then run over by one or more automobiles and destroyed. The N.E.W. customer service representative advised you that lost or destroyed items are not covered by the replacement plan you purchased. You indicated you were not comfortable trying to retrieve any pieces as it was a busy street and you did not feel safe doing so. You asked to speak with a supervisor who reiterated what the initial customer service representative told you adding that it would be hard to determine if the strap/clasp was faulty as it had been run over. A buyout request order was submitted contingent upon you being able to retrieve and return any of the damaged pieces of the pedometer.  A prepaid return shipping label was provided to you.
 
We feel it is plausible that a defective strap/clasp may have been the root cause of the pedometer falling from your wrist and that it would also be damaged by an automobile then running over it. We do not feel it was reasonable to expect you to attempt to retrieve any pieces from a busy street and risk harm by doing so. I spoke with you and stated I would submit the reimbursement request which should be completed within 7-10 business days.  Once the reimbursement has been issued it will be sent to you via overnight delivery. I will provide a tracking number once available. You stated this would be an acceptable resolution to your complaint.
 
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]     
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

February 28, 2014
11pt;">
[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 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 an [redacted] printer form [redacted].com July 30, 2012 with an extended warranty. Your printer malfunctioned and you submitted a claim to N.E.W. January 1, 2014. N.E.W requested that you send the printer to a service center and upon receipt would reimburse you the purchase price of $149.99. You indicate you sent the printer to N.E.W. three days after speaking with us. On January 22, 2014 you contacted N.E.W. to request a status update on your reimbursement. A customer service representative acknowledged that N.E.W. had received the printer and that he would generate the check request which should take three to five days to be issued. On February 9, 2014 after not receiving the check you submitted your complaint against N.E.W. with the Revdex.com.
The desired resolution listed in your complaint is to receive the $149.99 purchase price plus an additional $29.00 for the cost of shipping the printer to N.E.W.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. January 1, 2014 to report an issue with your printer. N.E.W. advised upon receiving the printer a check for the purchase price plus tax would be issued to you. N.E.W. sent a prepaid shipping label with United Parcel Service tracking # [redacted] for you to use to send the printer us. The printer was received at N.E.W. January 4, 2014 which triggered the reimbursement payment. Check # 496515 for $162.44 which reflected the purchase price plus sales tax that you originally paid for the printer was approved on January 4, 2014. The check was mailed to [redacted] AZ. [redacted]. On January 22, 2014 you called to report you had not received the reimbursement check. A confirmation of your address revealed the incorrect apartment number was on file with N.E.W.  The correct apartment # is 141. A request to stop payment for the check mailed to the wrong apartment was issued with the instructions to resubmit the check to the correct address.  The request to stop payment was denied as the U.S. Postal service returned the original check to N.E.W. on January 25, 2014. The check was retrieved and mailed to you at the address [redacted]. I contacted you February 20, 2014 to discuss your experience with N.E.W.  You indicated you had received and deposited the reimbursement check. I explained to you the reimbursement check was sent to apartment # [redacted] which you indicated was the address you resided at when you originally registered your printer with N.E.W. I apologized to you and agreed that a mistake was made on our end. N.E.W. should have confirmed your current address when we first spoke with you. When a mistake occurs we can only attempt to correct it to the best of our ability. I asked you to keep my contact information so that if you needed to file a claim with N.E.W. in the future or if you had questions about any of our products you could speak with me directly.
As you have received and deposited the reimbursement check N.E.W. considers that portion of your desired resolution to have been met. Because N.E.W. sent a prepaid shipping label which you utilized to send the printer to us we are unable to fulfill your request to reimburse an additional $29.00 for shipping costs.  
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

October 21,
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:
You have attempted to initiate a claim
under [redacted] Protection Services for weeks for your broken vacuum cleaner. The
website indicates a claim has been initiated but to call the toll free number.
When you call in you are placed on hold for hours or a busy signal is reached.
The
desired resolution listed in your complaint is to have a claim filed for your
vacuum cleaner and to receive refund for the purchase price you paid for your
vacuum cleaner.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed no previous claims initiated for your vacuum
cleaner. A resolution specialist completed a claim for you on October 17th
and a reimbursement check was requested to be sent out for overnight delivery
once it was issued.
I
called the contact number listed in your compliant ###-###-#### on October
17, 2014 and left a voicemail to advise you regarding the claim and your
reimbursement.
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

July 23, 2014

class="MsoNormal"> 
[redacted]
Case # [redacted]
 
[redacted],
 
On behalf of Asurion / 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 case 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.
 
Refund of cost of service agreement-company refuses to refund $25. On 3/1/2014 I purchased a service agreement through [redacted].com order #[redacted]. I purchased this agreement to cover the [redacted] I purchased. Neither [redacted].com nor Asurion provided that information at the time of purchase. It is language that is buried in their 6 font terms of service. I asked for a refund since I did not use and [redacted] is refunding the purchase price. This represents a form of fraud that leads purchasers to believe they have protection for their products.
 
The desired resolution listed in your complaint is to receive a full refund of $25.00 paid for the plan that was not used.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed that N.E.W. was contacted on July 4, 2014 regarding an [redacted] MP3 player originally purchased at [redacted] on March 1, 2014. The reported problem with the MP3 player was that it would not connect to the headphones due to a defective connector. N.E.W. forwarded a return shipping label to you via e-mail with the tracking # [redacted] for you to use to send the MP3 player to one of our service centers. You dropped off the MP3 player at a [redacted] store location on July 10, 2014. Once the tracking number was scanned into the [redacted] system it generated the reimbursement which has an invoice date of July 11, 2014.  The reimbursement is provided so that you may use those funds to purchase a new MP3 player. N.E.W. fulfilled the terms of the replacement agreement by approving the reimbursement of the purchase price including tax that you paid for the product.  On the inside cover of the pamphlet with the terms and conditions of your replacement plan you will read:
 
For items below $150.00, we will reimburse you for the full purchase price of the eligible product (including tax). We may fulfill your claim by providing you with a [redacted] Gift Card or e-Gift Card for the original purchase price of the product (including tax).
 
Under the section of the Terms & Conditions labeled What is Covered you will read:
 
We may at our discretion issue you a voucher, gift card, or check for the original purchase price of that product, including taxes, as indicated on your sales receipt to return to the retailer to purchase a replacement product. Once 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.
 
You stated [redacted] was providing the reimbursement and you did not utilize the Plan. That is not correct.  You did utilize the replacement plan with N.E.W. to receive the reimbursement. N.E.W. partners with [redacted] closely. We have employees located at the [redacted] headquarters in [redacted], AR. This may explain why you believed [redacted] was providing the reimbursement without assistance from N.E.W. We remain unable to fulfill your desired resolution to refund the purchase price paid for the replacement plan as it was the existence of the replacement plan that provided for the reimbursement of your MP3 player. 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

[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:Inappropriate response to an issue of ethics. Please list the complaint as unresolved on the Revdex.com website. Thanks
Regards,
[redacted]

We purchased a 3 year warranty plan at T[redacted] for our V[redacted] TV. The purchase price of the TV was $519.99 and the warranty was an additional $80. When the screen went out on our tv we filed an online claim through A[redacted]. That claim application requested the best time of day for me to have my tv serviced. I provided that info, recieved confirmation that my "repair service" was scheduled, then rearranged my schedule to accomodate the service window. Instead of a service repair man, I recieve a call from Service Center Team, inc. informing me that they needed me to repeat all of the part numbers and codes for my tv, which I had already provided to A[redacted], before they could begin my claim. Service Center Team, A[redacted]'s servicing company, was rude and unprofessional. It then took an additional 3 weeks to order parts and schedule a local service repair man to service the TV. The local repair man was very nice, but when he took the tv apart he discovered that Service Center Team had ordered the wrong parts. After another two weeks I was then informed that the TV was not repairable and that I would be recieving reimbursment. To top it off, upon reimbursment I discover that my sales tax will not be reimbursed. After dealing with T[redacted], A[redacted],Service Center Team, inc., and a local repair man, being without a TV for more than 6 weeks, being out the cost of the $80 warranty and the $50 sales tax, and the stress of dealing with the entire thing, I realize that I could have just taken the TV to the local repair shop and had it repaired for around the $130 I lost to this terrible conglomerate of corporations, none of which showed any concern over my dissatisfaction or took any responsibilty for the issues I encountered. I will never purchase extended warranty services again.

April 24, 2015
Roman">
[redacted]
[redacted]
Dickinson, 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.
According to your complaint filed with the Revdex.com you purchased
an air mattress from [redacted] with an extended warranty on November 26, 2014.
When the mattress developed a hole in the seam from normal wear and tear you
submitted a claim for replacement. The customer service representative informed
you only the air pump motor was covered and the claim was denied.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
item via gift card.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed you contacted N.E.W. on
April 15, 2015 to submit a claim for an air mattress that failed. The claim was
denied on the initial phone call. A review of the terms and conditions for the
Replacement Plan you purchased yielded no information that specifically states
only the air pump and associated motor are the covered items.  Further research revealed that we completed a
previous claim in November 2014 for a different air mattress. The only problem
reported for that claim was also that the air mattress no longer stayed
inflated. 
We spoke together Wednesday April
22, 2015.  You shared additional details
about the phone call you had with our customer service representative. I
apologized for a less than satisfactory customer experience. I offered to
submit a request to provide you a reimbursement of the purchase price paid for
the product which you accepted.  The
reimbursement has been approved. An e-gift card will be forwarded to your
e-mail address. If you have not received the reimbursement upon receipt of this
letter please contact me at ###-###-#### or by email at [redacted]@asurion.com.
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 37211

October
21, 2014
[redacted]
[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:
Customer service at N.E.W. refuses to
provide you with an ETA for a refund for a tablet you filed a claim on. Your
concern is due to two tablets being claimed at the same time and sent to N.E.W.
and you receiving only one refund. 
The
desired resolution listed in your complaint is to receive the second refund.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed two claims initiated on October 6, 2014. A
$95.45 [redacted] gift card was issued on October 8th for the [redacted]
tablet you claimed and it was sent to your email, [redacted].
Notes in your service request indicate you called twice on September 9th
to follow up on the [redacted] gift card for your [redacted] tablet. You were advised of
the process and told you would receive a call once your tablet was shown to be received
by N.E.W. A compliant was also posted
to our Facebook page on October 10th regarding the refund of your
[redacted] table not being received. A call was placed to you on October 10th
to advise N.E.W. was following up on
your second claim and you would be contacted. You stated you had filed a RevDex.com complaint. The [redacted] gift card for your [redacted] tablet was
emailed to you on October 10th at [redacted]. A
system error was determined to have caused the 2 day delay in you receiving the
refund for your [redacted] tablet.
We spoke on October 20th and I
apologized for any inconvenience. You verified that the refund for your second
tablet was received two days after the first one was received. When asked you
had no additional concerns or unanswered questions.
 
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

January
26, 2015
[redacted]
[redacted]
[redacted]
Charlotte,
NC 28211
Complaint
ID#[redacted]
Dear Ms. [redacted],
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:
“They act as if they're going to fix my daughter's
[redacted] (insured), but will not act. Been waiting for 6 weeks already with
multiple phone calls. I purchased a 2-year warranty with my daughter's [redacted]
from [redacted]. Asurion (the insurer) was contacted Dec. 3, 2014 and said they
would send me pre-paid postage in an Email, which never came. I called a few
days later and was told they'd send the actual packaging in the mail. Nothing
came. I called again and they said they'd send an email with the postage.
Nothing came. I called and they said they'd re-send the packaging. Nothing has
come. Basically, they act like they are handling the complaint when I call or
Email them, but they are doing nothing about it. My warranty guarantees that it
will be fixed in a timely manner, and no one is responding to fix it.”
The desired resolution listed in your
complaint is:
“FIX THE PRODUCT THAT I PAID TO HAVE INSURED IN A
TIMELY FASHION! MY DAUGHTER NEEDS THIS FOR SCHOOL!!!”
A review of your service history for the
service plan you purchased has been completed. The research revealed an
incorrect product being registered in December 2014. We couldn’t verify if you
provided us with the wrong product information or if the agent you spoke with
selected the wrong product to register. When this was revealed a new service
request was opened for you. A Program Specialist named Reece spoke with you on
December 9th. A gift card was provided to you for the purchase price
you paid for your [redacted] due to the delay in having it serviced under the service
plan you purchased for it. Reece notified me that you were happy with the
resolution she provided.
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

October
16, 2014
[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:
You sent your TV in for repair in July
2014 and when it was returned to you it was broken. It took several calls
initiated by you and more than a month to receive a replacement TV. The
replacement was defective. A reimbursement for the purchase price you paid for
your TV was promised to you and has not been received as of the date you filed
this complaint.
The
desired resolution listed in your complaint is to receive the refund you were
promised for your TV immediately and a refund for the warranty cost. 
A
review of your service history for the service plan you purchased has been
completed. The research revealed a claim initiated on July 7, 2014 for your
television. On July 25th you alerted N.E.W. that your television was received after the repair and its
screen was broken and the shipping box was damaged. You were asked to email
pictures in to N.E.W. The pictures
were received on August 1st and the process to have your television
picked up was initiated. On August 18th you called for the status of
your television being replaced. An order was placed on August 22nd
for a replacement television for you and the replacement was shipped to you on
August 25th. You called on August 27th to advise the
replacement television had arrived and there were lines on the screen and a
very dark picture. The defective replacement was picked up on September 3rd
and your gift card was issued on September 22nd.  
We
spoke on October 7th, and I apologized for the inconvenience caused
during the process to complete your claim on your television. I offered to send
you a complimentary gift card for the delay in you receiving a replacement, the
replacement being defective and the delay in you receiving the reimbursement
for the purchase price you paid for your television.  
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

July 30, 2015
Roman">
[redacted]
Woodsboro, MD 21798
Case # [redacted]
Mr. [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, on
November 28, 2013 you purchased a [redacted] television from a local [redacted] store
with a three year extended service plan. 
On June 29th of this year the picture went out. You submitted
a claim with N.E.W. to have the television repaired.  Parts were ordered and a technician came to
your home to service the television.  The
technician replaced the main and T-Conn PC boards.  After doing so, the television would still
not turn on.  The technician stated he
believed the LCD screen was damaged beyond repair and cannot be fixed. You
received an e-mail from N.E.W. stating the problem was resolved.  As the television would not turn on, you
called N.E.W. to follow up. We advised you the television had cracks on the
screen which is not covered by the service plan.  You disputed the statement that there were
cracks and contacted the technician who serviced your television.  He informed you he found no cracks and
provided a copy of his report to N.E.W. The report confirmed no damage
found.   You provided this information to
a supervisor at N.E.W. who stated he wanted to send another technician for a
second opinion.  As of the date of your
complaint you were still waiting the technician to provide a second in-home
visit.
 
The desired resolution listed in
your complaint is to receive a replacement television with the option of
purchasing a new extended warranty.
 
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you initiated a claim on June 26, 2015 stating your television had sound but no
picture.  Troubleshooting efforts failed
to resolve the problem.  Based on the
description of the problem, parts thought to be required to repair the television
were ordered.  The technician provided an
in-home appointment on July 6, 2015. The technician informed N.E.W. the service was complete. The
e-mail you received stating the repair was complete was a generic message sent
when a service request is closed.  The
information the technician provided to N.E.W.
after visiting your home is copied below.
 
Service
Explanation
CID- the unit's screen has 3 cracks on the right side of the screen. SCT
believes that this is customer induced damage and does not suggest any further
repairs.
 
The statement above is the reason
your claim was later denied.  On July 10,
2015 you agreed to submit pictures with the understanding we would review the
photos and reexamine the claim if needed. 
The photos you provided were reviewed on July 12th.  Notes indicate no damage was detected in the
photos.
 
A second service request was
submitted.  Additional parts (an LCD
panel) were ordered July 14th. The next day we were informed the panel was
not currently available. Because of this, a request to provide you with a
reimbursement of the purchase price paid for the television was submitted on July
15, 2015 and approved the following day. 
A check for the full purchase price including sales tax was issued July
20, 2015 and sent to the address at the top of this letter.
 
We will follow up with the
service center that stated there was damage to your television.  When a technician advises us of physical
damage to a product, the proper procedure is to document the damage with
photographs. This did not occur in your claim. 
We sincerely regret that your claim experience was less than
satisfactory.
 
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]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted]| Suite 300 |
Nashville, TN 37211

I purchased the 5 year protection plan when I purchased my Kitchen appliances in 2014. I called in on the morning of 9/19/2015 to report my Refrigerator not cooling and my food spoiling. They ran a diagnostic check and said they would schedule my service. On Tuesday 9/22/2015 I called to see if they had found a service company, they said the service request was never filed. On 9/24/2015 I had a message stating a company would be in contact with me about my service within 24 hours, I called this company after the time frame and they said they had just received the order 9/25/2015 and they had sent N.E.W. an email stating they do not service the area. I called the company for the third time and they just kept reading from their script we have 3 to 5 days to get you service after it is reported or the company let's them know they do not service the area. I ask for a Supervisor which read from the script as well. I ask why they didn't contact several other companies, so that they could find a service company in my area. Manager Kim #505084 stated they could only contact one company at a time. This could taker forever! I am going to the Home Depot in which I purchased this (so Called) extended service contract to see if they can or will help. I have a family of at least 8 around all the time 4 which are under the age of 10, so you parents of kids understand how desperate I am. I only live 25 minutes from the store of which I purchased so there has to be a company that services my area. I think this Service Contract Company is just looking for a cheap low cost fix. I will not be purchasing this extended warranty contract in any of my future purchases.