Johnstone Supply

From: [redacted]> sans-serif;">
Date: Thu, Jul 3, 2014 at 10:37 PMSubject: complaint #[redacted]To: "[email protected]" <[email protected]>
Please be advised that the above referenced complaint has been resolved.

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.

October 29, 2014
[redacted]
[redacted]
[redacted]
[redacted],
N.E.W. is in receipt of your rebuttal dated October 23, 2014 to our response addressing your complaint. Your original complaint filed October 5, 2014 is summarized below.
A claim was submitted with N.E.W. for a dam[redacted]d tablet. N.E.W. provided you with a reimbursement of the full purchase price paid for the tablet including sales tax. You did not wish to receive a reimbursement but rather desired the product be repaired or replaced with a new one. A supervisor informed you N.E.W. perdetermined the costs necessary to repair tablets and at our descretion may fullfill the terms of the extended Plan by providing a reimbursement of the purchase price.
Our original response to your complaint is summarized below.
Our research into your claim revealed the claim for your laptop was submitted online with information the screen was broken. N.E.W. has predetermined the costs necessary to repair this type of dam[redacted].  You were referred to the Terms & Conditions of the Plan which state that at our descretion, we may issue a voucher, gift card, or check for the original price paid for the product, and that upon receipt of the voucher, gift card, or check, for your product pursuant to this Plan, all of our obligations under this Plan shall have been fullfilled in their entirety. 
Below is a summary of your rebuttal statement.
For starters the response from the company has some inaccurate information. This is in regards to a tablet, not a laptop as they have put in their reply.  I also wanted a breakdown as to how how they decided it would cost too much to repair especially considering they have not even looked at this tablet. When the warranty was purchased I was told a replacement would given if it was not fixable. Bottom line, how can you estimate the cost to repair an item when you have not looked at it? Where is my copy of the cost estimate? I should not be penalized and have to pay more money(not to mention the cost of the warranty that I am out which should also be reimbursed).
Your desired resolution is to receive a tablet of equal or newer value to replace the one that is broken and a copy of the cost breakdown that indicates the repair costs too much.
You are correct that I referred to your tablet as a laptop once in our response. Please accept my apologies for the mistake. My error does not change the outcome of our decision . I will refer you again to section of the terms and conditions of the Plan you purchased for your [redacted] tablet labeled What Is Covered.
This Plan provides for the repair or replacement of your product in the event the product experiences a breakdown. If 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 receipt. 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.
This portion of the terms and conditions means we reserve the right to provide either a repair of the product, a replacement of the product, or a reimbursement of the purchase price paid for the product including sales tax. You received a reimbursement. The last sentence of the statement means that once we have provided a reimbursement of the purchase price paid for the product, all of our obligations have been fulfilled. The Plan is in effect until the expiration date, or until we have provided a reimbursement of the full purchase price, not both. This is the reason you did not receive a prorated refund of the cost of the Plan.
N.E.W. does appreciate and value your business. We sincerely regret your experience with our company was less than satisfactory, however we will not change the terms and conditions of our Plan because you refuse to accept them.  We maintain the right to fulfill a claim with a reimbursement of the purchase price paid for an item. This is what you were provided with. We are not required to provide our cost analysis to repair an item. We also do not maintain any control over when a particular item may be no longer produced by its manufacturer or have any influence over what a newer version may retail for. Please feel free to contact me at the phone number below if you would like to discuss this matter further.
Sincerely,
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

February 20, 2015
Roman">
[redacted]
Chokio, MN [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
submitted a claim with N.E.W. November 3, 2014 to have your camera repaired
after fault codes indicated something was wrong. The camera was returned to you
November 28, 2014 with a note that the main PCB board was replaced, and the
image sensor was cleaned and calibrated. Upon trying to use the camera for the
first time after repair, you noticed there were now different fault codes
appearing on the display. The camera was returned to an N.E.W. service center a
second time. This time it was returned to you unrepaired with a note the main
PCB board had sustained water damage. As the PCB board was replaced during the
first repair, and the camera did not work properly the first time you attempted
to use it after being repaired, you believe the water damage occurred while at
our facility or during the return shipping to you.
The desired resolution listed in
your complaint is for the camera to be repaired or replaced.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
your camera was repaired and returned to you November 28, 2015. On December 2,
2014, four days after receiving your repaired camera, you notified N.E.W. that there were other problems
occurring with your camera. You were instructed to return the camera for a
second service request which was later denied due to water damage. 
I spoke with you regarding your
concerns. I believed your statement that when you attempted to use the camera for
the first time after being repaired it did not work. I also believe it is
possible faulty parts may have been used during the first repair resulting in
the camera not working with new fault codes displayed.  In an effort to resolve your complaint and
for customer satisfaction I offered to reimburse the purchase price you paid
for the camera. You stated this would provide a satisfactory resolution. I
requested the reimbursement be overnighted to you once it has been issued, and
that you should expect it within 7-10 business days.
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

July 1, 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.
 
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 stated the following:
 
You have a warranty on a new tablet that you purchased on sale. The tablet broke and you contact the warranty to have the tablet repaired. You state the representative you spoke with advised you would receive a refund for the tablet. This was only after you indicated the tablet had been purchased on sale. When you asked for a replacement you were advised a manager would return a call to you.         
 
The desired resolution listed in your complaint is to receive a replacement of like kind.
 
The Buyer Protection Plan you purchased for your [redacted] tablet is a replacement plan for products under $300.00, the plan provides for reimbursement for your tablet. This is outlined in the terms and conditions for the Buyer Protection Plan under “What is Covered: For Replacement Plans”. I apologize for any misunderstanding however, the representative you spoke with when you initiated your claim had no authority to make a determination whether to replace or reimburse you for the purchase price you paid. All products claimed under a Buyer Protection, replacement plan are reimbursed for not replaced.
 
For replacement Plans: We will replace the Product with a product with similar features or reimburse You for the original purchase price of the Product, at Our discretion, when required due to a Breakdown, including those experienced during normal wear and tear, which is not covered under any other warranty or service contract. A mechanical or electrical breakdown caused by unintentional and accidental damage from handling of the Covered Product is also covered on the following Products:  digital cameras, digital frames, handheld video games, portable audio equipment, and video game consoles. The Covered Product must fail during normal usage.  If Your Product requires replacement, You will be instructed to ship Your Product to Our authorized service center, per Our instructions.  N.E.W. will pay for the cost of shipping Your Product to the Our authorized service center for replacement.  You will then be reimbursed the original price of Your Product in the form of a Toys R Us gift card.
 
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

February 28, 2014
 
[redacted]
Case # [redacted]
 
**. [redacted],
 
N.E.W. is in receipt of your rebuttal dated February 21, 2014. You dispute our position that bent or broken pins on an [redacted] are not the results of defects in materials or due to normal wear and tear, but are due to accident or misuse even if unintentional. You feel this decision is not due to material facts. You go on to state that an accurate diagnosis of the actual cause of damage cannot be determined without a root cause analysis of the device. You also state we did not provide a response to your statement that N.E.W. does not have a process in place to determine the root cause of mechanical failures and that if we do you would like a written copy.
 
N.E.W. stands by the position that bent or broken pins are considered damage caused by accident or misuse, unintentional or not. When we asked discovery questions about the problems with your device, you provided the information that the pins were bent or broken. A root cause analysis of your device is not required because damage is not a covered peril. I refer you again to the terms and conditions of the extended plan. Under the section, “What is Not Covered” item #3 you will read:
 
 
What is Not Covered: #3) Damage from accident, abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications or alterations.
 
 
N.E.W. does value you as a customer and regrets that your experience has been less than satisfactory, however we remain unable to submit a claim for your [redacted] based upon the information provided.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

Honest and reputable company. Good people to do business with. Glad I found them over them over the Internet. Customer from Ca.

[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:  I am absolutely disgusted with the lack of Customer service I received from Asurion or N.E.W. throughout this entire process.! Every representative that I spoke to not only did not assist me in helping to get resolve the problem but, only transferred me back and forth to other representatives that told me that there was nothing that they could do for me either.  In lieu of the lack of customer service, I am requesting a full reimbursement of the cost of the television (which had pre-existing damage to it), as well as for the cost for the warrantly I purchased along with the television.
 
Regards,
[redacted]

From: [redacted] <[redacted]>Date: Wed, Mar 4, 2015 at 12:18 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Dear Revdex.com:This...

email is regarding complaint #[redacted]. I would like to inform you that I have received my reimbursement check from Asurion on 3/3/15.

[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 I am accepting due to the fact that there is nothing more I can do. The Protection Plan is a SCAM, and rather than correct the situation by replacing with a comparable item, but I have no leverage and must accept their disingenous offer.  I purchased 3 of these TV's, 1 was damaged due to careless packaging, 1 had dead pixels, and this one was a "Lemon" and probably refurbished improperly shipped and packaged improperly, and most likely damaged due to Reckless disregard for the consumer in the name of scamming monry as fast as possible.  [redacted] should be ashamed and investigate the company who refurbished these TV's.
Regards,
[redacted]

June
8, 2015
[redacted]
Warwick,
RI [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
submitted a claim with N.E.W. for a computer. You were instructed to send it to
a service center for repair. You do not want to send it to the service center
due to a prior unsatisfactory experience having a computer repaired. 
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
computer without submitting it to N.E.W.
for service repair.
A review of your service history
for the service plan you purchased has been completed. The research revealed you
submitted a claim for a computer on May 27, 2015 stating it will not power on
due to a power surge.  You informed our
representative that you did not want to submit the product for repair due to a
prior claim to repair another computer not going well. You also informed our
representative that I had advised you I would provide a reimbursement of the
purchase price paid for the computer without having it sent to our service center.  You left a voicemail for me stating that our
representatives were “giving you a hard time”. 
I assisted you with a prior claim
when you filed a complaint with the Revdex.com regarding a Lasko
fan.  You refused to send the fan to our
depot center and wanted a reimbursement of the purchase price.  Because you filed a prior claim for another
fan and the claim was completed without having to send the product to us, I made
a one-time exception and fulfilled your desired resolution and provided a
reimbursement which you confirmed you received. 
I provided my contact information with instructions to call me if you
ever needed further assistance. I never advised you I would provide a
reimbursement for any other product without first submitting it to our service
center. 
I returned your phone call and
stated prior claim fulfillment had no bearing on present or future claim
fulfillment.  I also advised you would
need to send the computer to our service center with a prepaid return shipping
label provided to you, and that I would be happy to oversee the claim until it
was completed.  I also stated if you did
not wish to send the computer to our service center you could have it repaired
locally and as long as the problem was a covered failure we would reimburse you
the cost of the repair.  We ended the
phone call with you stating you would need to think about it. 
Further research also revealed
that you have filed multiple claims this year for different products and
consistently escalate in an effort to have the claims fulfilled without having
to follow our established guidelines. The fact that exceptions to our
guidelines have been made for you on prior claims does not mean exceptions will
be made to current or future claims.  We
will only provide a reimbursement of the purchase price you paid for your
computer if it is determined to be unrepairable or if it meets our “no lemon”
policy guidelines which are printed in the terms and conditions of your plan.
No Lemon Policy:
After
three (3) service repairs have been completed on an individual product, for the
same defect, and that individual product requires a fourth (4) repair, as
determined by us, we will replace it with a product with equal or similar
features and functionality equal to the current market value of the product,
not to exceed the original purchase price of the product.
The claim for your computer will remain open for 180 days
from the start date of May 27, 2015 if you wish to continue with the service
repair. 
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 615-445-2404.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone 615.445.2404 | Fax
615.445.3348 | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

May 29, 2015
 
[redacted]
[redacted] **
Orlando, FL [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, in
November 2014 you purchased a 50” LED television from [redacted]. Approximately
two weeks ago you removed the television from the box it came in to hook it
up.  Upon doing so you noticed the screen
was cracked and also appeared to have water damage.  The damage was puzzling to you as the
television has remained in a corner of your living room since December 2014. You
contacted N.E.W. to submit a claim. Each representative you spoke with advised
you the damage to your television is not a covered peril. 
 
The desired resolution listed in
your complaint is to have your television replaced with an equal model or have
your money refunded.
 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed on May 11, 2015 you notified N.E.W.
that when you removed the television from its original box you noticed the
screen was damaged. In the terms and conditions of the Service Plan you purchased
there is a section titled: What is Not
Covered. Item # 1 reads as
follows:
 
WHAT
IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS
(UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT
INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH
ALTERED OR MISSING SERIAL NUMBERS. 
 
The extended service plan you purchased does not
provide coverage for accidental or water damage to televisions.  It is for this reason your claim was
denied.  We appreciate your business and
regret your experience has been less than satisfactory, however we remain
unable to repair your television.  As you
were unable to utilize the extended Service Plan provided by N.E.W., if you prefer, we can cancel the
Plan and provide you a refund of the purchase price that you paid for the
Plan.  Please contact me at the number
below or by e-mail at [redacted]@asurion.com
if you would like to follow through this option. 
 
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 | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com                                �...⇄ /> 648 Grassmere Park | Suite 300 |
Nashville, TN 37211

January 8, 2015Dear [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 indicated the following:
Your television was repaired by Asurion and returned to you unfastened in the box, not packaged properly. Most of the TV was not functional. The original issue with your television was the picture not displaying that was determined to be a power supply problem. Pieces could be heard rattling around in the television. You were advised the television could be sent back in for repair. You are also dissatisfied with being reimbursed for a blue ray player instead of being provided with a repair on it. This was due to the reimbursement being the price you paid for the blue ray player not what it would cost you to replace it.
The desired resolution listed in your complaint is to receive a replacement for your blue ray player and TV that are equal or greater in value.
Upon receipt of your complaint filed with the Revdex.com, I called the telephone number your television and blue ray player were registered under ###-###-####. The call was made on January 5th and I left a message asking you to return my call to discuss your complaint. I emailed you on January 6th at [redacted] to follow up on the voicemail message I left the day before.
As of the date of this letter I have not heard from you. I would be happy to discuss your compliant, please do not hesitate to contact me directly at [redacted].
Regards,
Cynthia R.
Sr. Compliance Coordinator

December 22, 2014

face="Times New Roman">
[redacted]
[redacted]
Lawrence, KS [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 purchased a [redacted] cell phone and an [redacted] printer at [redacted] with a replacement plan administered by Asurion. You were able to submit the receipt information. When registering the printer you were advised to check back in a few days. The problem occurred when for the next two weeks you were unable to log into the system to confirm your registration. You requested assistance but were never contacted. As of the date of your complaint you still have not been able access our site to confirm your products were registered correctly.
The desired resolution listed in your complaint is to be able to access your account to see if your products were registered successfully.
A review of your service history for the replacement plan you purchased has been completed. The research revealed we did receive the required information to register both of your products successfully. We have the manufacturer information, the model numbers for each product, as well as the purchase date and purchase amount for each item.
I attempted to contact you on two occasions. I left a voicemail message on the second call advising your products have been registered successfully. If you do need to submit a claim in the future you are welcome to call our toll free customer service number ###-###-#### 24 hours a day, 365 days a year. Anyone that answers will be able to assist you. You are also welcome to contact me directly at the phone number below. I would be happy to assist you also.
I’m sorry you had difficulties with our website. I do not have any information about what may have caused the issues you experienced.
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

September 26, 2014 
[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.
Your complaint filed with the Revdex.com is summarized below.
This past July you filed a claim with N.E.W. for a damaged [redacted] tablet. You were advised to send it to a service center for evaluation. If it could not be repaired you would receive a reimbursement via gift card for the purchase price amount.  Between the date the claim was filed, and the date you submitted the complaint to the Revdex.com, you needed to update your mailing address with N.E.W. five times due to our records containing your old address. As of the date of your complaint you had not received your reimbursement.
The desired resolution listed in your complaint is to receive free extended coverage on another item you purchase.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. July 21, 2014 to submit a claim for a damaged tablet. Two return shipping labels were sent to the wrong address. Your tablet was received at N.E.W. August 14, 2014. A reimbursement was issued two business days later August 18, 2014 in the form of a [redacted] ** gift card.  You contacted N.E.W. September 2, 2014 after you had not received the gift card.  A reissue of the reimbursement, this time in the form of a check made out to you, was approved the same day. I attempted to contact you on two different occasions to ask if you received the check, leaving messages each time to contact me directly if you have not. As of the writing of this letter I have not heard from you.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.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

January 7, 2015
[redacted]
Tempe, AZ [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 complaint filed with the Revdex.com is
summarized below.
On November 27, 2014 you purchased a tablet from [redacted] with an
extended plan administered by N.E.W.  You
were advised during checkout that if anything happened to your tablet the plan
would provide you with enough money to purchase a replacement. You purchased
your tablet for $79.00 although the normal price was $129.00.
The desired resolution listed in
your complaint is to receive a replacement tablet with the same specifications
as yours or $145.00 which is the approximate cost of a new tablet with tax in
Arizona.
A review of
your service history for the replacement plan you purchased has been completed.
The research confirmed you purchased a tablet from [redacted] November 27, 2014. A
claim was initiated for the tablet December 18, 2014. Upon the claim
completion, you were to receive a reimbursement of the purchase price you paid
for the tablet including sales tax in the form of a [redacted] e-gift card. Later
the same day you called back to state you were upset that a reimbursement was
being issued rather than a replacement tablet. A resolution specialist informed
you the limit of liability for the Plan was the purchase price paid for the
tablet including sales tax. Under the section of the terms and conditions of
the Plan you purchased labeled Limit of
Liability you will read the following:
      For
any single claim, the limit of liability under this Plan is the lesser of the
cost of 1) authorized repairs, 2) replacement with a product with similar
features, 3) reimbursement for authorized repairs or replacement or 4) the
price that you paid for the product. The total liability under this Plan is the
purchase price you paid for the product.
A corporate
resolution specialist named Christina contacted you December 22, 2014 after
receiving your complaint. She confirmed that you did wish to continue with your
claim, however you preferred to receive a reimbursement in the form of a check
made payable to you, rather than a [redacted] e-gift card. She agreed to provide you
with a check reimbursement and indicated she would follow up with your claim
until it was complete. Christina attempted to contact you to confirm you
received a prepaid return shipping label to submit the tablet to N.E.W. with.  The label was sent to the e-mail address you
provided the Revdex.com.  If
you did not receive the label or if you need another one sent to you, please
contact me directly at the phone number below or by e-mail at [redacted]@asurion.com.
We at N.E.W. do value your business and regret your experience has been
less than satisfactory. We respectfully submit we will not provide a
reimbursement amount in excess of the purchase price paid for the tablet. 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

[redacted]
0in 0pt" class="MsoNormal">[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 state the following,
 
You purchased a laptop computer with an extended service plan from [redacted]’s [redacted] on August 20, 2012. In June of 2013 a hinge on one side of the computer “popped” out of the cover. This occurred even though the computer had not been dropped or mishandled.  N.E.W. would not repair it. [redacted]’s [redacted] paid [redacted] to repair it in November of 2013. In March 2014 the repaired hinge popped out just as before and the laptop could not be opened.  N.E.W. did perform a service repair. It was returned to you with two very large, super strong, and hideous looking hinges that were attached to the outside of the computer. The computer would no longer open easily with one hand.  It now takes two hands to open and is so tight the screen twists when opened.  Within a month of receiving the computer after being repaired it no longer worked. You were instructed to send the computer to N.E.W. however it was returned as unrepaired due to a crack in the screen. You feel the product was defective from the beginning and the repairs performed by N.E.W. caused the screen damage.
 
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the computer.
 
A review of your service history for the service plan you purchased has been completed. The research revealed N.E.W. received your laptop computer for repairs on three occasions. The computer was first received November 13, 2013 and required parts. It was repaired and returned on December 5, 2013. It was received a second time on March 20, 2014. It was marked as repaired and returned to you on March 24, 2014.  A third repair request was submitted May 7, 2014. A shipping label was forwarded to you and N.E.W. received the computer May 14, 2014. The computer was returned to you unrepaired with a note that the screen was damaged and not a covered item. I spoke with you June 20, 2014 to apologize for a less than satisfactory experience and to discuss your situation. You agreed to send photos of the replacement hinges that we will use to follow up with the service center. We feel the prior repairs were not performed with the level of quality we expect our service centers to provide our customers. As such we offered to reimburse you for the price you paid for the laptop including sales tax. You accepted this offer and agreed that it would provide a satisfactory solution.
 
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
29, 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:
Asurion mailed your [redacted] camera
back to you after a repair and it was poorly package with the lens and camera
touching. There was internal damage to the camera that caused it not to work.
Calls to Asurion were answered with different responses, you were advised
reimbursement for the purchase price of the camera would be sent to you and
then you were advised your reimbursement had been denied. Calls you made to
Asurion regarding your concerns were not returned.
The
desired resolution listed in your complaint is to receive a [redacted] gift card for
reimbursement of the purchase price you paid for your camera.
A
review of your service history for the service plan you purchased has been
completed. The research revealed a claim initiated on August 26, 2014 for your
camera. A label was mailed to you for sending the camera in for repair. Your
camera was received for repair on September 8th and repaired and
delivered back to you on September 17th. An email was received from
you around October 6th advising that your camera lens was scratched
in transit back to you and the camera would not work. N.E.W. replied asking you to call our toll free number to discuss
your email. A service solution was initiated on October 6th that
would reimburse you for your camera due to the damage in transit but the
service request notes reflect you being unwilling to send the camera in for
diagnosis so the service solution could be completed. A decision was made on
October 15th to reimburse you for the purchase price you paid for
your camera for customer satisfaction and a check was issued and mailed to you
on October 21st.
I
called you on October 22nd utilizing the telephone number ###-###-####
that your camera was registered under and left a voicemail asking you to return
my call if you had not received the reimbursement check for your camera or if
you had any additional concerns or unanswered questions. An email was sent to
you at [redacted] on
October 23rd to follow up on my message.
           
On
Friday, October 24th you replied to my email and advised you were
out of the country until June 2015 and requested your check be sent to you in
the Philippines. Since your reimbursement check was mailed to the address on
file here in the US, a stop payment was processed and a new check was issued to
you. I replied to your email on October 29, 2014 and advised I would send you
the [redacted] tracking for the new reimbursement being sent to you once it was
available.
        
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com

July 9, 2014
0in 0in 0pt" class="**oNormal"> 
[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.
 
Your Statement of the complaint filed with the Revdex.com is copied below.
 
I purchased a 7 inch [redacted] Tablet in March of this year. It just stopped working. I can't even power it on to get technical assistance. I paid $79.00 for the unit as well as $28.00 for an extended warranty. I called was passed around to 3 different people and told the same story from each. They will reimburse my money but that's it. I want a new tablet not my money back!!! It states in the warranty: 2 year drop, spill and cracked screen, REPLACEMENT PLAN FOR TABLETS AND [redacted]. I want the replacement that I paid extra for. They would not give me a number or name from the company to talk to about this warranty. They will not even reimburse me for the service plan that I bought. Please help. Thank you
 
You statement of the Desired Settlement/Outcome is as follows;
 
I want a replacement tablet or a FULL refund of $110.34 not $85.00. I would be satisfied with either. Thanks so much for the help.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed that you contacted N.E.W. on June 19, 2014 regarding an issue with your tablet. We attempted to troubleshoot the problem with no results. A return shipping label was provided to you so you could forward the tablet to N.E.W.  Once the shipment of the tablet to N.E.W. was confirmed a reimbursement of the purchase price including tax was submitted for you. The total amount including tax was $85.86. This is the dollar amount that was entered into our system utilizing the sales receipt when you registered the tablet with N.E.W.
 
On the first page of the pamphlet that contains the terms and conditions of the replacement plan you will find the following statements:
:
 How does the Plan Work? Will my item be repaired or replaced?
 
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 with a [redacted] Gift Card or e-Gift Card for the original purchase price of the product (including tax).
 
N.E.W. has fulfilled the terms of the replacement plan you purchased for your tablet by providing the reimbursement. We are unable to refund the price paid for the replacement plan. It is the existence of the replacement plan that permitted the reimbursement of your tablet.
 
N.E.W. does value your business and we regret that your experience has been 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,
 
[redacted]
Compliance Coordinator
[redacted]   
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

June 30,
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.
 
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 stated the following:
 
You
sent an [redacted] Touch * 16GB that was working properly but had a cracked screen in
for repairs. You were advised the [redacted] Touch *16GB was repaired and being
shipped back to you, then you were advised it could not be repaired and you
would be refunded for it. You are no longer able to purchase your exact [redacted]
Touch * 16GB. 
 
The
desired resolution listed in your complaint is to receive a replacement [redacted] 32GB
with the same features as your [redacted] Touch * 16GB had.
 
 
Please
accept my apology for any misinformation you were provided regarding your [redacted]
being repaired.  A review of the service
history for the product care plan you purchased has been completed. The
research revealed a determination was made that your [redacted] Touch * 16GB could
not be repaired and a gift card for the purchase price plus tax was issued and
emailed to [redacted] on June 17, 2014. 
 
The
product care plan you purchased for your [redacted] Touch * 16GB provides for repairs
to your [redacted], replacement of the [redacted] or reimbursement for the [redacted]. These are
all outlined in the terms and conditions for the product care plan under “What
is Covered”.   
 
What
is Covered:  This Plan covers parts and
labor costs to repair or replace your product in the event the 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 purchase 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. 
 
The reimbursement you were provided,
$211.87, was the purchase price plus tax. This reimbursement satisfies all of
our obligations under the terms and conditions of the product care plan. 
 
Limit of liability: 
For any single claim, the limit of liability under this Plan is the
lesser of the cost of (1) authorized repairs, (2) replacement with a product
with similar features, (3) reimbursement for authorized repairs or replacement
or (4) the price that you paid for the product. 
The total liability under this Plan is the purchase price you paid for
the product; in the event that the total of all authorized repairs exceeds the
purchase price paid for the product or we replace the product with another of
equal or greater value, we shall have satisfied all obligations owed under this
Plan and the Plan shall terminate.
 
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