Johnstone Supply

April 13, 2015
[redacted]
[redacted]
Bridgeport, 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.
According to your complaint filed with the Revdex.com,
N.E.W. failed to provide a reliable service provider to repair your
refrigerator. Your refrigerator broke on March 11, 2015.  N.E.W. authorized [redacted] Appliance Repair
to service your refrigerator. A technician from [redacted] Appliance Repair
made an appointment to service your refrigerator on Thursday March 12,
2015.  During the appointment the
technician determined parts were required to complete the repair and ordered them.
The technician stated he would contact you Saturday March 14 to schedule the
next appointment. After you did not receive a call from the technician or
service provider you called N.E.W on Sunday March 15.  Our representative scheduled an appointment
for the following Tuesday. On Tuesday March 17 a technician from [redacted]
Appliance called your home and advised your wife he would be out to perform the
initial diagnoses. This was confusing as a diagnosis had already been
performed. You contacted N.E.W. for clarification. While on the phone with
N.E.W., a technician from a different service provider, [redacted] Repair, arrived
at your home. The technician was refused entry as you were unaware of this
appointment and because he did not have the parts necessary to complete the
repair. N.E.W. informed you the original service provider, [redacted] Appliance
Repair, had been removed as an approved service provider after they performed a
diagnosis of the problem, but before they could install the necessary parts. On
March 20, 2015 you received an e-mail that a third service provider had been
selected and an appointment for Wednesday March 25, 2015 had been
scheduled.  On March 25, you will have
been without a refrigerator for two weeks.
The desired resolution listed in
your complaint is to receive expedited service, a reimbursement for food loss
above the policy limit, reimbursement for an excessive electric bill due to the
refrigerator not operating properly, and an apology.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed the root cause of the issue was the service repair being reassigned to
a different provider. The reassignment occurred March 15, 2015. This should not
have happened as there was an open service request still pending installation
of parts for your refrigerator. The reason [redacted] Appliance was removed as
a service provider was due to several outstanding repairs lasting greater than
10 days that needed to be resolved. An attempt to reschedule [redacted]
Appliance to complete the service repair was unsuccessful. [redacted] Appliance
later declined to accept the assignment due to the miscommunication that
occurred after the technician spoke with your wife while in route to your home
and then being refused entry.  A third
provider, [redacted] Service was assigned to the repair. [redacted] first arrived at your
home March 25, 2015. They also diagnosed parts would be required. Parts were
ordered and the repair was completed Monday April 6, 2015.  A request to reimburse you for food loss due
to the refrigerator not functioning properly has been submitted and approved in
the amount of $300.00.  Unfortunately we
are unable to provide a reimbursement for an electric bill. This would be
considered an incidental expense which is not covered by the Service Plan. In
the Terms and Conditions of the Plan under the section labeled What is Not Covered, Item # 1 you will
read:
Incidental, Consequential, or Secondary Damages including but not
limited to: any delay in rendering service under this plan; loss of use during
the period that the product is at a repair center or otherwise awaiting parts;
loss of business; loss of profits; loss of data; and down-time and charges for
time and effort.
We sincerely regret your experience
with our company has been less than satisfactory. We will utilize your claim in
an effort to coach those responsible for assigning service providers how to
look for open repair requests before discontinuing them as service providers. 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

November 6, 2014

face="Times New Roman">
[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.
After waiting two weeks for a return shipping box and submitting my laptop for repair, Asurion has been unable to provide an expected date of return after having it four weeks.
The desired resolution listed in your complaint is to receive a replacement laptop if yours is unable to be repaired.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed you initiated a claim with N.E.W. for your laptop computer Friday September 5, 2014. Two attempts to send you a return shipping label and box were unsuccessful, but the service center assigned to repair your laptop did receive it September 24, 2014. The service center determined they needed to order a LCD to complete the repair of your laptop. You contacted N.E.W. October 18, 2014 to request a status update. The most recent information available to our customer service representatives indicated the service center was still awaiting the LCD with no estimated date of arrival for the part. You shared your repair experience with N.E.W. on Social Media.
A N.E.W. corporate resolution specialist contacted you to discuss your concerns. She offered to provide a refund of the purchase price paid for the laptop due to the extended length of time that had passed without an expected date of completion. You agreed to this and the refund was approved. Our records indicate the refund was received and has been reconciled.
N.E.W. appreciates your business and we regret your experience was less than satisfactory. We are following up with the service center assigned to your repair in an effort to prevent the lack of follow up that occurred with your claim from happening again. 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

July 23, 2014
0in 0in 0pt" class="**oNormal"> 
[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 copied below.
 
Called for tech support, checked that I still was under my purchased warranty and was informed that I was. I was not warned of the possibility of any impending charges if we proceeded with the call. A few minutes into the call was informed I would be charged $49.95. I believe that this practice is illegal as it was my understanding that a customer has to be informed ahead of time if they are to be charged. I do not know if I will be sent a bill.
 
The desired resolution listed in your complaint is to ensure that this is not a common practice as it does not seem ethical and you hope is not legal.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed that N.E.W. has no record of conversations with you and any of our technical support representatives, or customer service representatives. I have confirmed that N.E.W. does not charge a fee for calls to our technical support department.  It appears that your prior conversations may have been with the manufacturer of your product. Our records indicate the manufacturer’s warranty expires in August 2014.
 
I attempted to contact you in an effort to gather additional information that might help us provide a resolution. I received a message that your phone was not currently active. I was unable to leave a voicemail. I sent an e-mail message to the address we have in our records for you which is the same e-mail address you provided the Revdex.com. I advised you we have no record of a conversation with you and any representative from N.E.W.  I asked you to reply to my e-mail or contact me at ###-###-#### if you still require assistance. I want to assure you that you will not receive any type of bill from N.E.W. resulting from calls to our customer service or technical support departments.
 
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

Don't bother getting the care plan at Wal-Mart they will not give you it !!!!!
I give this company an F because when you by a product and a replacement warranty is offered I expect to get the same product back for the replacement but instead they offer you a cheep peace of junk this is not how to keep customers happy!!!
What I bought was a tablet and they are light weight

February 20, 2014
11pt;">
[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, N.E.W. would not allow you to submit a claim based on the verbal description of damage you provided regarding your device.  You mention the terms and conditions of the plan state normal wear and tear, and material defects are covered, and that N.E.W. has no process in place to determine the root cause of mechanical failures.
The desired resolution listed in your complaint is for your device to be repaired under the plan.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. January 22, 2013 to report a problem with your [redacted]. The notes in the customer interaction history indicate you specifically mentioned the pins are either bent or broken. In the terms and conditions of the plan under the section Definitions item # 6 you will find the following description for “breakdown”.
Breakdown refers to the mechanical or electrical failure of the product caused by: a) defects in materials/ and or workmanship, b) normal wear and tear, c) dust, heat, or humidity and, d) power surges.
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.
All repairs performed by N.E.W. must receive prior approval before repairs can begin.  N.E.W.’s position is that bent or bro[redacted] pins on an [redacted] are not the result of defects in materials or, normal wear and tear, but are in fact due to accident or misuse even if unintentional. We value you as a customer and regret that your experience with N.E.W. was less than satisfactory, however based upon the damage description provided we remain unable to fulfill your desired resolution to have your [redacted] repaired.
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

January 14, 2015
[redacted]
[redacted]
Hendersonville, TN [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 submitted a laptop computer to N.E.W. for repair to the charging
port. You were advised the repair should take no longer than five business
days. After the service center received the laptop and ten business days passed
without receiving a status update, you contacted N.E.W. You were advised parts
necessary to complete the repair were on backorder. You were told the parts
should arrive within six days and that your laptop repair would be completed
within a week after the service center received the parts. After the service
center assigned to repair your laptop had it in their possession for more than
two weeks, you were notified the repair would not be performed due to physical
dam[redacted] and that the laptop was being returned to you in the same condition that
you sent it. You feel you were misled to believe the repair was approved. You feel if the repair was not going to be
performed you should have been notified at the time the service center received
it, not after parts had been ordered and the service center had it for more
than two weeks.
The desired resolution listed in
your complaint is to have a laptop in working condition.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed your laptop was received at our service center on December 8, 2014. A
service technician was assigned to your repair and added notes December 11,
2014 that the repair was in progress and parts had been ordered. On December
19, 2014 a customer service representative advised you the service center was
waiting on parts to be delivered. December 23, 2014 you were informed via
e-mail that the computer had sustained impact dam[redacted] to the screen and would be
returned to you unrepaired.
I spoke with you and agreed if
the service repair to your laptop was not going to be approved, you should have
been notified within 24 – 72 hours after the service center received it. Not
after they had it in their possession for more than two weeks and certainly not
after you were advised the service center was only waiting for parts necessary
for the repair to be delivered.  Due to
the delay in service and for customer satisfaction I offered to provide a reimbursement
of the purchase price paid for the laptop including sales tax. You agreed this
would provide a satisfactory resolution to your complaint.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN [redacted]

[redacted]data>

This company is very unprofessional! I called hhgregg who I purchased my dryer from and I guess this is who the use. I was told they would contact in two days. After not hearing anything back I decided to call them my self. After they finally came out didn't call a hour before like I was told just came then complained that my Lil dog that was put away after my son open the dog for him... The service tech handed my son a piece of paper and walked out the door. I called the office manager to find out whats going on. (who tried to scold me for having my dog out even though they didn't call a hour before) so after we got into it he said my dryer needs a part it will take 3-7 days they will call me to set the appt. After two weeks my dryer was still not fixed they never called me not once I did all the calling after a month my dryer is fixed.. Needless to say I'm very dissatisfied with they're customer service!!!! I paid over $2000 for my product but even if I paid $2 I still paid and think I deserve to be treated better for a extended warranty company...

March 10, 2015
[redacted]
[redacted]
Orlando, FL 38284
Case # [redacted]
Ms. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file 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 your laptop computer to N.E.W. for repair on four occasions. You were
advised you would receive a reimbursement of the purchase price paid for the
laptop only to be told later that the laptop did not qualify for a
reimbursement because the problem was software related. As N.E.W. replaced the Operating
System, N.E.W. should be responsible for problems associated with the software.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
laptop.
A review of your service history for the replacement plan
you purchased has been completed. The research revealed a reimbursement of the
purchase price paid for the laptop was submitted and approved February 25,
2015.  A check was issued to you and sent
February 26, 2015 via [redacted] next day delivery top the address at the top of
this letter. The [redacted] website indicates it was delivered at 11:07 am Friday
February 27, 2015.  If you did not
receive the reimbursement check please contact me directly at ###-###-#### or
by e-mail at [redacted].
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211

June 16, 2015
 
[redacted]
[redacted]
Baltimore, MD [redacted]
Case # [redacted]
 
[redacted]
 
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
 
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
 
According
to your complaint filed with the Revdex.com, you submitted a claim
for a game system which was returned to you dirty and with pieces missing.  It also still did not operate properly upon
being returned. 
 
The desired resolution listed in
your complaint is to have the game system repaired or replaced, and to receive
a refund for the inappropriate service. 
 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. May 5,
2015 to report an issue with your [redacted] game system. A prepaid return
shipping label was provided to you.  The
service center assigned to repair your game system received it on May 20,
2015.  It was repaired the same day and
returned to you May 22, 2015.  You
notified us on May 22, 2015 that the game system was returned to you dirty and
with the charger port pushed in.  You
asked to speak with someone regarding the condition your game system was
returned in. A Resolution Specialist contacted you and offered to provide a
full reimbursement of the purchase price you paid for the game system.  A check payable to you was invoiced on May
29, 2015. If you have not received the reimbursement check upon receipt of this
letter please contact me directly at ###-###-####.
 
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

I want to thank you for your assistance in this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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] 4 16GB that was working properly but had a cracked screen in
for repairs. You were advised the [redacted] 416GB 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] 4
16GB. 
 
The
desired resolution listed in your complaint is to receive a replacement [redacted] 5 32GB
with the same features as your [redacted] 4 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] 4 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] 4 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
[redacted]

March 12, 2014
11pt;">
[redacted]
[redacted]
[redacted]
Case #  [redacted]
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider.  N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com, you stated the following:
You submitted a claim with N.E.W. to have your television repaired. You were instructed to take your television to [redacted] TV & Appliance and you delivered it January 30, 2014. A part required to repair your television was ordered and delivered to [redacted] TV & Appliance on February 6, 2014. On February 10, 2014 you contacted [redacted] TV for an update and were advised your television had not been worked on. You then contacted N.E.W. and spoke to someone who agreed to allow you to pick up your television from [redacted] TV & Appliance and take it to another service provider. You delivered the television to [redacted] TV which was run out of the living room of an individual’s home. On or about February 19, 2014 you received a phone call from an N.E.W. supervisor who informed you the repair would not be covered due to a bug infestation of your television. You disputed this and even called the previous service provider [redacted] TV & Appliance who confirmed there was no infestation when they had possession of your television.
The desired resolution listed in your complaint is to have your television repaired or replaced with an identical television, or be refunded the full purchase price of the television and the extended warranty plan.
A review of your service history for the replacement plan you purchased has been completed. The research revealed that a reimbursement check for the full purchase price including sales tax in the amount of $1,571.08 was issued on February 24, 2014 and delivered to you the following day. Our records indicate the check has been reconciled. As you received a full reimbursement of the purchase price paid for the television N.E.W. considers that portion of your desired resolution to have been met. We are unable to provide reimbursement for the purchase price paid for the extended warranty plan. It was the existence of the plan that allowed N.E.W. to provide the reimbursement for the television.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
[redacted]
Compliance Coordinator
[redacted]    
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

January 28, 2015
[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.
According to your complaint filed with the Revdex.com you
submitted a claim in April 2014 for a fishing rod purchased at Dick’s Sporting
Goods. You were advised a reimbursement check for the purchase price paid for
the product would be issued and sent to you. You were told on multiple
occasions the check would be sent with no results. As of January 23, 2015 you
still had not received the reimbursement.
The desired resolution listed in
your complaint is to receive the refund of the purchase price paid for the
fishing rod.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim for a fishing rod was initiated June 6, 2014. A
reimbursement of the purchase price was to have been issued in the form of a
Dick’s Sporting Goods gift card upon our service center receiving the fishing
rod.  A prepaid return shipping label was
provided to you. On June 13, 2014 you contacted N.E.W. for information about how to send the fishing rod. It was
classified as a “bulky” item and you were no longer required to forward it to
our service center. A reimbursement was issued but sent to an old address that
we had in our system. The address was updated. A request to resubmit the
reimbursement was issued, only to be denied as there was no explanation
provided for the reissue request. Our service history notes reflect a check was
reissued and delivered via FedEx January 27, 2015.  I attempted to contact you to confirm you had
in fact received the check. I was unable to speak with you, but left a
voicemail mess[redacted] with a request to contact me as soon as possible if you did
not.
We regret you experience with our
company was so poor. We will utilize your claim in an effort to improve the
service we deliver to other customers. 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>

size="3" face="Times New Roman">
March
18, 2015
[redacted]
[redacted]
Las
Vegas, NV [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:
“A refund due based on "Pro rata
refund based on days remaining" Section of the [redacted]/Asurion extended
warranty contract [redacted],purchased 12/26/13 that a refund is due based
on the "Pro rata refund based on days remaining" Section of the
[redacted] / Asurion extended warranty contract [redacted], date of purchase
12/26/2013. The 3 years plan became null by Asurion Company on September of
2014 when they claim that they could not repair my almost new cell phone and
refunded the price of the phone (excluding tax). I purchase another phone and
they asked me to purchase a new contract which I did. According to the terms
and conditions of the old contract (copy available), subsection " Nevada
Residents", after the cancellation of the plan, a credit will become due
based on "Pro rata refund based on days remaining" at most within 45
days of the cancellation of the plan. I wrote 2 letters to them, provided them
the purchasing receipt and referred to the terms of their contract asked them
for full refund of $79.00 since the refund was not made with in the period of
time explained in the said contract based on the remaining days left on the plan
until it was cancelled by Asurion. They told me I need to purchase a new
contract in September of 2014. The previous contract was only 9 months old when
they called it inactive. Also my phone had minor issue and I was astonished
they junked it. I lost the tax money on the old phone and had to purchase a new
phone and pay new tax plus had to buy a new extended warranty from Asurion. I
have a copies of my 2 letters to them. last letter of refund request was mailed
via certified mail and documented received by them. I also have the receipt of
the previous phone purchasing receipt and the $79.00 purchasing receipt of the
old contract in question. I can mail or fax the copies if you provide address
or a fax number. I expect $79.00 refund.”
The
following is the desired resolution listed in your complaint:
“Asurion /[redacted] extended warranty
Contract No: [redacted] I expected that a full refund of $79.00 is due since
the refund was not made with in the period of time explained in your contract
based on the remaining days left on the plan until it was cancelled /inactive
by Asurion in September of 2014. All supporting documents are available to be
faxed or mailed to Revdex.com.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed the claim you initiated for your mobile device
was paid on October 21, 2014 by check #[redacted]. The check was for the
purchased price you paid for your mobile device. The check was cashed by
October 29, 2015.
The
service plan you purchased for your mobile device provided a means for the
reimbursement you received for the purchased price you paid for your mobile
device. Specific language from the terms and conditions of the service plan you
purchased for your treadmill are included here for your reference.
Limit of
Liability: For any single claim, the limit of liability under
this Plan is the least of the cost of (1) authorized repairs, (2) replacement
with a product with similar features, (3) reimbursement for authorized repairs
or replacement of your product, or (4) the price that you paid for the product
(excluding any delivery charge and sales tax). The total liability under this
Plan is the purchase price you paid for the product, excluding sales tax, as
indicated on your sales receipt; in the event that the total of all repairs
exceeds the purchase price you paid for the product, excluding sales tax, or we
reimburse you for a product with another product with similar features, we
shall have satisfied all of our obligations under this Plan.
The
“Nevada Residents” section of the plan you made reference to in your compliant
regards cancellation of your plan not claim completion. Once a claim is
completed the plan has been utilized in full under the limit of liability for
the plan.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

Revdex.com—
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Additionally, I would like to state that though I have received reimbursement in full I cannot stress how frustrating this whole experience has been. I really do hope that Asurion investigates those involved in this matter and that they do indeed utilize this claim "as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers".
[redacted]

I have an extended service plan for my vizio tv and have been on the phone for hours with this service dept. they have put me into the queue to speak to a technical support person twice and I have been on hold for over 15 minutes each time then disconnected. when I call back I have to speak to a computer for a long time before I get a person on the phone. if I go online it tells me to call customer service
I have noticed almost 700 Revdex.com complaints against this company. I am on hold again for the technician and I wonder if I will be disconnected again. this is a circle of frustration and a waste of my entire afternoon trying to get a solution. the customer service rep cannot get a technician on the line to help me
I am a disabled senior citizen. they don't care and their business is a joke
they are taking money for extended warranties and it is about impossible to enforce the warranty when needed.

October
28, 2014
[redacted]
[redacted]
[redacted]
Complaint
ID #[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider.  N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint
filed with the Revdex.com you state the following:
You believe you were sold the product
care plan by [redacted] twice until false pretenses. This belief was due to being
advised when you purchased the plans that you would be returning the products
to the [redacted] store for a gift card or similar product if anything should
happen to the items. On one occasion you were not provided the terms of the
coverage until you returned to the store with the item that had failed. The
second time you needed to utilize a plan you visited the store again and were
advised you would need to send your product in for reimbursement. The process
of sending your product in was delayed by no shipping label being received.
The
desired resolution listed in your complaint is for the product care plan to do
what you were promised and reimburse you for your product.
A
review of your service history for the replacement plans you purchased has been
completed. The research revealed your first claim initiated on November 26,
2013for an airbed. The claim was noted that physical damage, a whole in the
airbed was not covered.
The
second claim initiated on October 4, 2014 was for a cellular device. The claim
was noted that a label was mailed to you on October 14th for sending
your cellular device in for replacement. The tracking for the package your
cellular device was sent to N.E.W. in
triggered a payment to you for your $161.87 gift card on October 21st.
I
called on October 22nd utilizing the telephone number ###-###-####
that your mobile device was registered under and left a voicemail asking if you
had not received the reimbursement for your mobile device and if you had any
additional concerns or unanswered questions. An email was sent to you on
October 23rd to follow up after my message. As of the date of this
letter I have not heard from you and I would like the opportunity to insure you
have a better customer experience with us.
Please
contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | cynthia.r[redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

December 12, 2014
N.E.W. is in receipt of your rebuttal to our reply letter regarding your complaint that was submitted to the Revdex.com. Your original complaint is summarized again below.
You purchased a [redacted] computer from [redacted] in May of 2011 with a 3 year service plan (which is effective after the expiration of the manufacturer’s warranty). The sales representative indicated to you and the plan documents state that “except for power surge and coverage for accidental damage from handling, which begins on the date You purchase Your Covered Product, coverage is effective upon expiration of the manufacturer’s parts and labor warranties.” [redacted] warrantied your product for 1 year. So your computer should be covered through May of 2015. When you submitted a claim you were advised your coverage had expired.Our response to your complaint is summarized below.
The service Plan with N.E.W. begins on the date of purchase. During the first twelve months of the Plan, the Plan provides protection against accidental damage from handling (ADH) or damage that occurs due to a power surge. This is protection not provided by the manufacturer’s warranty. After the first twelve months and for the next two years the Plan continues to provide most of the manufacturer’s warranty benefits as well as the additional benefits listed within the Plan’s terms and conditions.Your rebuttal statement is copied below.
I am rejecting this response because: The company is claiming that what the contract states is not accurate and although I have my "max-assurance" contract in my hand and it states "Except for power surge and coverage for accidental damage from handling, which begins on the date you purchase your covered product, coverage is effective upon expiration of the manufacturers parts and labor warranties." They claim they are not liable because my coverage started on the day I purchased my product and therefore had expired.
Your understanding of the start date of the Plan is incorrect. The Plan began on the date you purchased your computer May 9, 2011, not one year after the date of purchase. It was in effect for a total of three years or 36 months. For the first year or twelve months of the Plan, the Plan provided protection for accidental damage from handling (ADH) and power surges. Power surges are more likely to occur during thunderstorms. The remaining term of the Plan during years 2 and 3, or months 13 thru 36, the Plan continued to provide most of the benefits that the manufacturer’s warranty provided in addition to other benefits listed within the terms and conditions of the Plan. Your Plan began on May 9, 2011 and was in effect for a total of three years. It expired May 8, 2014. You copied the terms of the Plan in your rebuttal which correctly states that coverage for power surge and ADH begins on the date of purchase.
For clarity –1) Your Plan began May 9, 2011 and provided protection through May 8, 2012 for problems caused due to ADH and power surges only. Malfunctions during this time period would have been addressed by the manufacturer [redacted].
2) Beginning May 8, 2012 and lasting until May 8, 2014 your Plan continued to provide coverage for ADH and power surges as well as other benefits no longer provided by the manufacturer’s warranty.
3) Your Plan began May 9, 2011 and lasted for a total of three years or 36 months, expiring on May 8, 2014.
As I stated in my original reply letter, we appreciate your business and regret a misunderstanding of the duration of the Plan occurred. You remain welcome to contact me directly if you would like to discuss your concerns further.
Regards,Ken P[redacted]Compliance Coordinator

January 19, 2015
[redacted]
[redacted]
Laguna Niguel, CA [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 you submitted a
repair request with N.E.W. for a [redacted] laptop computer that was dam[redacted]d.  You were advised the laptop was repaired,
however you received what you believed was a refurbished laptop.  The laptop that was returned to you would not
power on. You notified N.E.W. the laptop was not working properly and were told
your extended service plan had expired and no assistance would be provided. You
requested to speak with a supervisor. When you were connected the line went
dead.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price which is
what you were advised would happen when you purchased the laptop.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed two claims were submitted for two different laptops which were both in
your son’s possession when he stumbled and fell. You confirmed you received a
reimbursement for one of the laptop computers. You were advised the other
laptop was repaired, but you believe it was replaced with a refurbished unit
that would not power on. You contacted N.E.W.
The person you spoke with confirmed the call was disconnected. This
representative should have attempted to call you back. You indicated you did
not make a return call due to the difficulty you had getting through to a
representative and the additional effort required to speak with a supervisor.
The representative you spoke with added notes that he would submit a rework
order request. After the call with you was dropped, no further action with your
claim occurred.
I spoke with you to discuss your
concerns. I indicated we should have made an additional attempt to contact you after
the phone call was disconnected. As we did not and the length of time was now
greater than six weeks since you submitted your claim, I offered to reimburse
the purchase price you paid for the laptop. You stated this would be a
satisfactory resolution to your complaint. I will provide you with status updates
of the reimbursement as I receive them.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.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

Asurion
[redacted]data>

June 11, 2014
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[redacted]
[redacted]
[redacted]
Case # [redacted]
 
[redacted],
 
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 reached out to N.E.W. on four separate occasions in an attempt to receive a prepaid shipping label without success.
 
The desired resolution listed in your complaint is for N.E.W. to repair your tablet per the terms of the Plan.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed that you first contacted N.E.W. regarding a claim for your tablet February 23, 2014. Since that date three other attempts to send a shipping label to you have been unsuccessful. I contacted you Wednesday June 4, 2014 to apologize for a less than satisfactory experience. I confirmed both the physical address and e-mail address we have for you are correct. I stated I would contact the service center assigned to your claim to request another label be sent to you. Upon contacting the service center I was advised a glitch had been discovered which will intermittently prevent a shipping label from being sent via e-mail. As you have waited since February for a shipping label and we are uncertain about being able to provide you with a label before next week, a decision was made to offer a reimbursement to you for the purchase price paid for the tablet plus sales tax. You may use these funds to purchase a replacement tablet. I contacted you again to provide you with this resolution option which you accepted.  The reimbursement request has been submitted and approved.
 
You contacted me via e-mail on Monday June 9, 2014 to inform me the check had been received.
 
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211