Johnstone Supply

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Ken P[redacted] contacted me within two days of my complaint and I had resolution within three business days of our conversation.    
Regards,
[redacted]

June 20, 2014
[redacted]
[redacted]
[redacted]
Case # [redacted]
 
**. [redacted],
 
N.E.W. is in receipt of your rebuttal filed with the Revdex.com submitted June 14, 2014.
 
According to your original complaint filed with the Bureau you stated the following;
 
Your [redacted] television has a black dot exactly where one your previous televisions of the same make and model had two black lines. The television with black lines was returned to [redacted] for exchange. You submitted a claim with N.E.W. for your current television and were told to take pictures of the problem and send them to N.E.W. after which a technician would contact you to set up an appointment to service the television. The service repair resulted in the technician installing some parts however this did not correct the problem so the parts were removed. You told the technician a previous television of yours had two black lines in the same location where your current television now had a black circle. The technician advised you it was more than likely a manufacturer’s defect. You later received a voicemail from a person named [redacted] who had followed up with the service repair center. The technician advised the black dot was caused by an external impact which is not covered by the extended service plan. You disputed this diagnosis reiterating that the service technician advised you it was a manufacturer’s defect because the same thing happened to a previous television. N.E.W. advised the service center would be contacted again and requested one business day to follow up. When a representative from N.E.W. spoke with you again you were advised due to a crack in the screen the repair would not be covered. This was the first time someone advised you of a crack and you feel this is a way N.E.W. is trying to evade repairing or replacing your television.
 
According to your rebuttal you stated;
 
You rejected our original response that the damage to your television was caused by impact damage. Your research revealed 50% of the persons surveyed with the same television as yours also experienced similar problems with vertical lines caused by failing panel tabs. Our service technician never observed any vertical or horizontal lines on your television, only the black circle, which is widely understood in the industry to be caused by an object striking the screen not panel tab failure.
 
Further review of the claim history does indicate the repair to your television was initially approved and parts were ordered. Only later was the decision made to deny the repair request.  N.E.W. takes the position that because you reasonably expected the repair to occur, only to later be advised it would not, that we should complete the request. In the interest of customer satisfaction, and to provide the quickest resolution, I offered to refund the purchase price of the television including sales tax. You accepted the offer and confirmed your address for me.  Once the reimbursement check is available I will forward the tracking number information so you will know when to expect it. I hope this letter provides you with the necessary information needed to close the complaint submitted against N.E.W.  
If you have any questions or would like to discuss your situation further please contact me directly at ###-###-#### or by e-mail at [redacted].
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

January 8, 2015
[redacted]
Canyon Country, CA [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file 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 tablet at [redacted] July 8, 2013 with a 2 year
replacement Plan administered by N.E.W. 
After the tablet stopped working you submitted a claim with N.E.W.  You submitted the tablet as requested to a
service center. Later you received an e-mail requesting a copy of the original
purchase receipt. On November 20, 2014 you submitted the receipt copy to the
e-mail address you were instructed to send it to.  As of the date you submitted your complaint
you had not received any information regarding the status of your claim or the
expected reimbursement.
The desired resolution listed in
your complaint is to receive a reimbursement for the purchase price including
sales tax paid for the tablet.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim was initiated November 8, 2014. A reimbursement via check
was to be issued upon claim completion. Our records reflect the tablet was
received and checked in at our service center November 17, 2014.  On November 20, 2014 it was determined a
receipt copy confirming the purchase of both the tablet and the Plan was
required to complete the claim. We sent an e-mail to you requesting the receipt
on November 20, 2014.  At this point I
believe a breakdown in communication occurred. There was no history of N.E.W. receiving your receipt copy. 
It was only after receiving your complaint on December 19, 2014 that we
were informed you submitted the receipt. 
A reimbursement in the amount of $162.41 was approved and invoiced
December 24, 2014. I left a voicemail message the same day advising you of the
reimbursement status.
We do 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]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211


v

June 16,
2015
 
[redacted]
Selma,
IN [redacted]
Case #
[redacted]
 
[redacted],
 
On behalf of Asurion, please accept this letter in
response to your inquiry filed with the Revdex.com of Metro
Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with Asurion did not meet your
expectations.
 
Asurion Service Plans. Inc.
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
 
Asurion strives to provide
world class customer service.  Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
 
According
to your complaint filed with the Revdex.com, Asurion did not offer
to repair your television under the terms of our agreement in a timely
fashion.  On May 10, 2015 you submitted a
claim with Asurion because your television stopped working. You were first
assigned a service provider that no longer services your area.  It took another day to locate a second
service provider.  It was ten days from
your initial contact with Asurion before anyone was able to look at your
television.  A service repair was
completed May 20, 2015 only to have the television quit working again six days
later. When you contacted Asurion again you were advised it would be June 3rd
before another technician could provide an in-home service appointment.
 
The desired resolution listed in
your complaint is to receive a replacement television. 
 
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you contacted Asurion May 10, 2015 to report an issue with the volume of your
television.  A service center was
assigned to provide an in-home appointment with you. You contacted the service
center in an effort to determine when the appointment would be scheduled.  They informed you they no longer serviced your
area. At the time of your conversation with the service provider, Asurion was
not aware they no longer serviced your area. 
Asurion attempted to locate another service provider before contacting
you so that we could provide the new servicer’s information to you.  Once a second service provider was approved
an in-home appointment was scheduled for May 20, 2015.  The technician assigned to your television
added notes that he replaced the mother board with one provided by the
manufacturer and that it passed all tests. 
On May 26, 2015 you notified Asurion the same issue with the volume had
returned.  Another in-home appointment
was scheduled for June 3rd. 
The assigned technician contacted Asurion after the appointment to
inform us a required part was no longer available.  The following day June 4th a
request to reimburse the purchase price you paid for the television was
approved. The reimbursement via e-gift
card was invoiced on June 5, 2015.  If
you have not received the e-gift card reimbursement upon receipt of this letter
please contact me at ###-###-####. 
 
I hope this response provides you
with the necessary information to close out this complaint filed against Asurion.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at the phone number above.
 
Regards,
 
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

From: [redacted] <[redacted]>Date: Fri, Feb 27, 2015 at 7:59 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], I received my refund please close the...

complaint

June 17,
2015
 
[redacted]
[redacted]
Waterford,
MI [redacted]
Case #
[redacted]
 
[redacted],
 
On behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above
referenced file number. I would like to offer my apology that your experience with
Asurion did not meet your expectations.
 
Asurion Service Plans. Inc.
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
 
Asurion strives to provide
world class customer service.  Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
 
According
to your complaint filed with the Revdex.com, your son’s saxophone
had some issues pertaining to sticking keys and a missing pad.  You contacted both the retailer where you
purchased the saxophone, and Asurion regarding these issues.  After speaking with both companies and
spending several hours on the phone there has been no resolution.  Requests for a return call from supervisors
have gone unresponded to.
 
The desired resolution listed in
your complaint is to have your son’s saxophone repaired or replaced and to
receive a new extended warranty. 
 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you purchased a saxophone from [redacted] & [redacted] on September
3, 2014. The issues you described are covered by the manufacturer’s warranty as
they occurred within the first year after purchase.  Our representatives advised you on May 12,
16, and June 1, 2015 to contact the manufacturer as our service plan does not
provide coverage for issues that are the responsibility of the
manufacturer.  On June 2, 2015 you
contacted Asurion with a store representative from [redacted] & [redacted] named
[redacted] on the line with you.  An Asurion
resolution specialist advised the correct process was to contact the
manufacturer. The store representative advised he would be able to assist
moving forward. 
 
The following information can be
reviewed on the [redacted] & [redacted] website under their Frequently Asked
Questions for Products item # 2. 
 
What is [redacted] & [redacted]'s Warranty Policy?
 
[redacted] & [redacted] is an authorized dealer for
all brands we carry on our site and all brand new items come with a
manufacturers' warranty. You have 2 options should your instruments need
warranty repairs covered by the manufacturer:
 
1.     
Use a local repair shop for
warranty services -
Visit our stores to arrange for warranty services
facilitated through our network of repair facilities.
 
2.     
Send it to us for warranty
services -
For band and
orchestra instruments you have purchased, you also have the option to send the
instrument to [redacted] & [redacted] and we will take care of the warranty
repairs. You are responsible for shipping
charges to and from [redacted] & [redacted]. We recommend that you insure your
package as well. Please be aware that your repair could be delayed if we have
to send it back to the manufacturer for warranty service. Please contact
Customer Service for instructions.
 
The service plan you purchased
does provide for a reimbursement of the cost to submit the item to the
manufacturer while under their warranty. 
A check in the amount of $23.11 was provided to you for this
reason. 
 
Please understand the service
plan you purchased for your son’s saxophone does provide coverage from the date
of purchase for certain issues such as accidental damage from being dropped.  Issues that are covered by the manufacturer’s
warranty during their warranty period are solely the responsibility of the
manufacturer. After the manufacturer’s warranty expires, the service plan
continues to provide coverage for damage due to accidents as well as for issues
originally covered by the manufacturer.
 
I hope this response provides you
with the necessary information to close out this complaint filed against
Asurion.  If we can be of further assistance to you regarding this matter,
please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

I would...

like to withdraw my complaint against National Electronics Warranty.  It seems that they are processing my my warranty after all and they have sent me the necessary forms to be completed for my product.
Thank you in advance for your cooperation.
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  There are some missing facts not listed but all facts where reviewed with the company and a check has been mailed and received.  All ok for time being.
Regards,
[redacted]

Roman">
[redacted]
[redacted]
[redacted], PA [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 Vizio television from
[redacted] with an extended service plan provided by N.E.W. A similar problem has been ongoing for several
months. The television screen goes black after a couple of hours even though
the audio still functions properly. You’ve had multiple visits to your home
from service technicians in an attempt to diagnose the problem. The television
was even sent to a service center for two weeks, but returned with no problem
found. Two days after being returned, the same problem persisted. You requested
the television be replaced under the “no lemon” policy but the request was
denied.
The
desired resolution listed in your complaint is to have your television replaced
with a fully functioning unit.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed service technicians visited your home and
attempted to trouble shoot the problem more than four times without
success.  On one occasion your television
was taken to a service center in an attempt to duplicate the problem with no
results. On two occasions the problem was replicated with parts being replaced
in an effort to fix the television, only to have the problem reoccur soon after
repair.  It was determined on the last
service request that the LED panel needed to be replaced, however the
manufacturer confirmed the part was no longer available for your model. Upon
receiving this information the decision was made to provide you with a
comparable replacement television. The replacement, another Vizio television,
was delivered to you September 30, 2014. We do appreciate you as a customer and
regret 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,
Ken P[redacted]
Compliance Coordinator / [redacted]      
voice ###-###-#### fax ###-###-####

[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:
they are rejecting the repair saying it was physical damage, I know that there was no physical damage and this is all manufacturing defect this is there way of getting out of not repairing it and claiming it to be physical damage
Regards,
[redacted]

February 12, 2015
[redacted]
McDonald, TN [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
have [redacted] Protection Plan Premier which is an extended service plan
administered by N.E.W.  On December 21,
2014 you initiated a service request for your television and paid the required
$50.00 service fee. The terms and conditions for the service plan you purchased
indicate if in-home service is required and a technician fails to provide an
appointment within three business days the service fee will be refunded. A
technician failed to keep the first scheduled appointment. The second
technician indicated he would be unable to arrive at the scheduled appointment
time. You were not able to be at home later in the day when he thought he may
be able to arrive. After the second failed appointment, your claim was denied
without a technician diagnosing the root cause of the issue. After several
conversations with N.E.W. your television was replaced, however when you
requested a refund of the service fee it was denied with different excuses from
different representatives.
The desired resolution listed in
your complaint is to receive a refund of the $50.00 service fee.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a service request was initiated December 21, 2014.  The service request was denied January 7,
2015 without a technician providing an in-home appointment. The reason for the
denial was damage to the screen is not a covered peril. You stated the damage
occurred due to the failure of the base which caused the television to fall. On
January 19, 2015 N.E.W. offered to
replace the damaged television which you agreed to. On January 28, 2015 you
requested again the refund of the service fee as a technician did not provide
an in-home appointment within three business days of the initial service
request. Information found on [redacted]’s website regarding Protection Plan
Premier stipulates the following:
For in-home service, we will have an authorized technician in your home
within 3 business days of your initial claim call. In the event we are unable
to fulfill the 3-business-day service guarantee, we will refund you the cost of
the Service Fee.
I spoke with you Friday February
6, 2015 to discuss your concerns. I agreed to submit a service fee refund
request. The refund will be in the form of a credit issued to the credit card
utilized to pay the service fee. During our discussion you mentioned the
frustration caused due to the terms and conditions not specifically listing
which in-home items had coverage for Accidental Damage from Handling (ADH) and
those that did. The frustration was increased when customer service
representatives either stated they did not have access to the terms and
conditions, or they failed to take into account the damage to the screen was not
the result of ADH but caused due to the failure of the television base. When a
representative did discuss the terms and conditions with you, the information
conveyed was different from the printed terms and conditions. I agreed each
representative should be able to access the terms and conditions when speaking
with customers. I ended the call with an apology that your experience was less
than satisfactory, and that we would use your claim in an effort to improve our
practices. 
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
24, 2014
 
[redacted]
[redacted],
AL [redacted]
Complaint
ID#[redacted]
 
Dear
[redacted],
 
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider.  N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
 
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
 
According
to your complaint filed with the Revdex.com you state the
following:
 
On June 23, 2014 you called N.E.W.
because your tablet had fallen into a bathtub filled with water. You spoke with
a representative who asked you for the date you purchased the tablet, the
amount you paid for the tablet and the transaction number. You provided him
with the information from your sales receipt. The representative advised you
the type of accident you describer would be covered and you would receive a
refund on a card. The representative stated twice when you asked that you could
discard the tablet, not send it in. When you call later in the week to follow
up on your refund you were advised by another representative that the first representative
had provided you with incorrect information regarding your tablet being
discarded. She advised you may be able to receive a refund if you sent your
receipt to N.E.W. along with a statement of what had happened.
 
The
desired resolution listed in your complaint is to receive the refund you were
originally promised. And the first representative you spoke with should receive
additional training related to your issue. 
 
A
review of your service history for the replacement plan you purchased has been completed.
The research revealed a gift card being initiated on July 11th. The
gift card was funded on July 15, 2014 and mailed to you. 
 
I
called the contact number listed in your complaint on July 15, 2014 and left a
message to apologize for any inconvenience you may have been caused. In my
message I advised you, your gift card should be mailed and received by close of
business Friday, July 25, 2014.
 
The
level of customer service you stated you experienced is not characteristic of
the quality or reliability of our services. Any feedback from our subscribers
assists us in coaching our reps for improved customer service in the future and
improves our quality of service.
 
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
 
Regards,
 
 
Cynthia R[redacted]
Sr. Compliance Coordinator  | [redacted]
P ###-###-#### | F ###-###-#### | www.asurion.com

December 9, 2014

face="Cambria">
[redacted]
[redacted]
Atchison, KS [redacted]
Case # [redacted]
[redacted],
On behalf of Asurion please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
 
Asurion, LLC and its member companies to include N.E.W. Customer Service Companies, Inc. (Asurion), 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.  Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service.  Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
Asurion has been difficult to work with during the processing of your claim. You received your [redacted] from a service repair with a cracked screen and are uncertain how to proceed. You submitted an additional claim with Asurion, as well as a claim with [redacted] who delivered the [redacted].
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the [redacted].
A review of your service history for the service plan you purchased has been completed. The research revealed Asurion was contacted October 28, 2014 regarding your [redacted] that needed repair.  A service request was approved and the [redacted] was received at the assigned service center November 5, 2014. The repair was completed November 7, 2014 and returned to you on November 12. 2014. Upon receiving the product you stated the screen was cracked.  The service center that performed the repairs was notified and a damage claim with [redacted] was initiated. [redacted] advised their investigation may take 10-15 days which was unacceptable to you.
In an effort to provide a better customer experience, a request to provide you with a reimbursement of the purchase price paid for the [redacted] including sales tax, via an e-gift card, was submitted and approved.  You confirmed receiving the reimbursement during a phone call with Asurion November 19, 2014. As the desired resolution listed in your complaint was fulfilled we consider the matter to be resolved.
I hope this response provides you with the necessary information to close out this complaint filed against Asurion. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I had the pleasure of speaking with and working a solution with [redacted] and she assured me they were working to remedy the reimbursement process for future transactions.  Her professional candor and sincerity made me feel my business was crucial and she bent over backwards to satisfy my concerns.  Again, thank you to ** [redacted] for making this process very pleasant!  
Regards,
[redacted]

[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: it's not the device I'm speaking of nor is the claim that is being worked on is mine.  I sent in my [redacted] which is a value of 525 before taxes.  The response is for an I pod [redacted] which I do not own nor have I ever.  Also,  the email address used to send reimbursement is not mine either.  You have now provided another customer's email address to another.  Which is not best privacy practice. Please,  contact me at [redacted] so the right claim can be worked on.  Also,  I called left a message.  
Regards,
[redacted]

From: [redacted] <[redacted]>Date: Wed, Apr 15, 2015 at 7:25 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], thanks for the help. I received the...

check from aursion yesterday and I was able to replace my child's tablet today

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have also received the gift card reimbursement.
Regards,
[redacted]

January 28, 2015
Roman">
[redacted]
[redacted]
[redacted]
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.
Your complaint filed with the Revdex.com is
summarized below.
You purchased a tablet from [redacted] with an extended warranty
administered by N.E.W. You submitted a claim in October 2014 for the tablet
after it quit working.  The claim was approved
and you were advised a reimbursement of the purchase price paid for the tablet
would be issued October 29, 2014. As of January 20, 2015 you had not received
the reimbursement.
The desired resolution listed in
your complaint is to receive the reimbursement and an apology.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim was initiated October 29, 2014. The tablet was received at
our service center November 18, 2014 which triggered the issuance of the
reimbursement check. When you registered your tablet with N.E.W. we failed to enter your address correctly. This caused a
delay to occur when the check request was submitted. A second error occurred
when a request to reissue the check was submitted without an explanation. That
was corrected and the reimbursement was issued January 20, 2015. I spoke with
you the evening of January 27, 2015. You confirmed the reimbursement check had
been received. I apologized for the delay that. 
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] [redacted] |
Nashville, TN 37211

[redacted]data>

January 19, 2015
[redacted]
[redacted]
Boulder, CO [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 DJ media controller from [redacted] with an extended warranty
administered by N.E.W.  You submitted it
to N.E.W. for repair related to the audio for the headphones and sound system
speakers. While the item was being repaired you were out of town for
approximately 3 months. The repair was completed while you were away. Upon
returning you plugged in the controller to a power source and discovered the
same problem you sent to be repaired still existed. During the 3 months you
were out of town the extended Plan provided by N.E.W. expired. When you
contacted N.E.W. to explain the issue had not been resolved, you were informed
by several representatives because the Plan was expired, no further repairs
attempts would be performed.
The desired resolution listed in
your complaint is for the media controller to be repaired, replaced with
another item, or to be reimbursed the full purchase price you paid for the item
so you can purchase another.
A review of your service history
for the service plan you purchased has been completed. The research revealed the
media controller was first submitted to N.E.W.
in April 2014. It was marked as repaired and returned April 15, 2014. On
September 12, 2014 a second repair request was submitted. The service center
assigned to repair the controller received it October 8, 2014 and marked it as
repaired October 29, 2014. On December 29, 2014 you notified N.E.W. the controller was still
experiencing the same problem that was sent to be repaired in September. You
were advised as more than 30 days had passed since the repair was performed,
and that the Plan was now expired, N.E.W.
would not immediately authorize another repair. The representative you spoke
with added notes that they would inquire about what action if any could take
place. The following day a contract extension for your service Plan was
approved another service request was approved. After three attempts to send a
prepaid return shipping label to you, the service center assigned to the repair
the controller received it January 12, 2014. A request to expedite the repair
and return has been submitted. The repair is currently underway. You are
welcome to contact me directly if there are any further issues upon the return
of your media controller.
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 - Legal | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211