Johnstone Supply

Re: Mr. [redacted] and [redacted] Heating  Dear Revdex.com, Johnstone Supply – The Bloomington Group prides itself on excellent customer service. However, we do understand from time to time there are misunderstandings. That being said, we have never refused to sell to [redacted]...

Heating, even though that is within our right. We as a distributor have volume minimum requirements for our dealers to meet of specific premier brands. These minimums are established both internally and from the manufactures we partner with. [redacted] Heating’s Amana purchases fell well below these minimums. We asked for a plan on how [redacted] could increase their Amana product sales, which we never received. We did not feel this request was out of line. Amana has fantastic resources for our Dealers that can help them grow their business, such as; marketing programs, financing services, extended warranty options and many more, none of which [redacted] participated in. We do have other lines of HVAC product that [redacted] has availability to. [redacted] has access to the Amana product line and parts to take care of any and all existing [redacted] customer warranty concerns. Sincerely, Steve [redacted] Brand Manager Johnstone Supply – The Bloomington Group[redacted]                                         ...⇄ Bloomington, MN. 55431 ###-###-####

November
20, 2014
[redacted]
[redacted]
[redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider.  N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
You have purchased two plans from
Asurion for your two [redacted] tablets on May 16, 2014. It was 2 months before one of
your tablets was covered. Now the second one needs to be covered and it’s been
three months since you initiated your claim.
The
desired resolution listed in your complaint is to receive a refund for the
tablets he purchased and the plans.
I
called the contact number ###-###-#### listed in your complaint on November
10, 2014 and left a voicemail message for a return call to discuss your
compliant. After not hearing from you, on November 12th I emailed
you to follow up on my voicemail message at [redacted] listed in your
complaint.
As
of the date of this letter I have not heard from you. If I 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

June 16, 2014
New Roman"> 
[redacted]
[redacted]
[redacted]
Case # [redacted]
 
On behalf of N.E.W. / Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider.  N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
 
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
 
According to your complaint filed with the Revdex.com you state the following;
 
You purchased a snow blower in 2012 with extended warranty coverage through Asurion. It stopped working in January 2014. You submitted a service request in February of this year. It was picked up for repair May 22, 2014. On June 9th you received an e-mail advising the service request appointment had been cancelled. You contacted Asurion for information but the representative told you no claim could be located.
 
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the snow blower or a new one with eleven horsepower.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed a service request was submitted February 12, 2014. Asurion attempted to locate a service provider in your area. On February 14, 2014 a service provider was authorized to pick up and repair your snow blower. The claim history notes added February 28, 2014 indicate the service provider never contacted you regarding the pick-up and repair of your snow blower. A second service request was authorized March 3, 2014. March 17, 2014 you contacted Asurion to state the service center assigned to repair your product requested you deliver the snow blower to them as they were located approximately 100 miles away. You inquired about an alternate solution or requested the service center come to your home to pick up the snow blower. On March 24, 2014 a service provider that could service you snow blower was located approximately 50 miles from your home. The service center contacted you to schedule a time to pick up the snow blower. They indicate you canceled the service request advising them that two prior repair attempts had been unsuccessful, and that upon your return from an out of the country trip you were going to take the snow blower back to The Home Depot. On May 12 you contacted Asurion to let us know that the service repair center never came to pick up the snow blower. You disputed the statement that you refused a technician from the service center from being able to pick up your snow blower. A third service request was approved and a technician picked up the snow blower for repair. I contacted the service center and spoke with the technician who picked up your blower. He stated that there has been difficulty locating parts but that they do still have your snow blower and will repair it as quickly as possible once parts are available. The e-mail that you received on May 9, 2014 stating the service appointment had been canceled was an auto-generated e-mail that was sent in error. It occurred when a representative noticed two open service requests and closed the older of the two. The most recent service request remains open. I left a message for you apologizing for a less than satisfactory experience and stated the repair was not complete and that I would try to provide updates on the status as they are available.
 
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

From: [redacted]
font-family: arial, sans-serif;">>Date: Wed, Oct 1, 2014 at 1:28 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
Complaint #[redacted]
This complaint was resolved on 9/23/14. The day before filing this complaint I filed one with [redacted]. Two days after filing the [redacted] complaint I was contacted by one of their reps and was told I would be getting a refund. The next day I received a call (a recording) from Asurion saying that they would be refunding my money. I received the check on 9/23/14.

February 20, 2014
11pt;">
[redacted]
[redacted]
[redacted], [redacted]
Case # [redacted]
**. [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider.  N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com, you purchased a laptop computer from [redacted]’s [redacted] with an extended warranty. You submitted it to N.E.W for repair for a broken hinge, a loose USB port, and Wi-Fi not working. It was returned to you with a note that the problem was considered to be physical damage and not a manufacturing defect and that would not be covered.
The desired resolution listed in your complaint is for your laptop computer to be repaired, replaced, or refunded.
A review of your service history for the replacement plan you purchased has been completed. The research revealed that you contacted N.E.W. January 21, 2014 to report an issue with your laptop computer. Your computer was received at N.E.W.’s service center January 30, 2014. The technician assigned to work on your device determined the damage to your laptop was caused by a hard impact such as would occur from dropping. In the terms and conditions of your service plan under the section, “What is Not Covered” item #3) you will find the following:
What is Not Covered #3) Damage from accident, abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications, or alterations.
At N.E.W. we value you as a customer and regret that your experience was less than satisfactory, however per the terms and conditions of your service plan we are unable to honor you request to repair, replace, or refund the purchase price for your laptop computer.
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

April 9, 2015
[redacted]
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a claim with N.E.W. for a television originally purchased at
[redacted].  You were informed a television
with similar specifications was not currently available as a replacement. As
such, you were advised you would receive a reimbursement check for the full
purchase price you paid including sales tax. When the check did not arrive in
the time frame you were quoted, you contacted N.E.W. to follow up. Our customer
service representative advised the address we had was incorrect. The address
was updated and the reimbursement request was resubmitted. After another ten
days past without the check arriving you contacted N.E.W. again.  You informed our representative the address
we updated was still incorrect. You were advised another ten days must elapse
before another reimbursement check could be issued. You do not feel you should
be required to wait further due to the mistakes that occurred on our end.
The desired resolution listed in
your complaint is to have the reimbursement check sent to you immediately.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you submitted a claim with N.E.W. for
a television February 25, 2015. A reimbursement check for the purchase price
was approved the same day.  The street
address we attempted to send the check to was misspelled and the apartment
number was not included. On March 17, 2015 you informed N.E.W. you had not received the check as expected. The address was
updated to include the apartment number, however the spelling of your street
was not corrected. After another ten days passed without receiving the check,
you were advised another check would not be issued until we confirmed the most
recent check had not been cashed. This may have taken another seven to ten
days. A request to void the most recent check was forwarded to our accounting
department. They did so on April 3, 2015 and reissued the reimbursement the
same day. Our accounting department was instructed to send your check via next
business day delivery and should arrive to you on Monday April 6, 2015.
I spoke with you to discuss your
concerns and apologized for a less than satisfactory experience. I provided an
update and an expectation of when you should receive the check.  I asked you to please keep my name and phone
number with a request to contact me directly if you should have any further
concerns.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted]
Regards,
Ken Page
Compliance Coordinator | [redacted] | www.asurion.com
[redacted]

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.
You purchased a laptop computer from [redacted] with an extended service plan provided by Asurion. An issue with your laptop arose requiring you send it to Asurion for repair. After submitting the laptop and not receiving an update on the status of the repair you contacted Asurion. The laptop was determined to be unrepairable. A representative advised there were two options you could choose. 1) You could receive a reimbursement of the purchase price paid for the item. 2) You could choose to receive a replacement laptop computer. You were not informed if you chose a replacement laptop that you may receive a refurbished product. You chose to receive a replacement laptop. The unit you received had a small white hole in the screen. A representative from Asurion advised the replacement item no longer had extended coverage and there was no action that could be taken.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for your laptop computer.
A review of your service history for the replacement plan you purchased has been completed. The research revealed N.E.W. received your laptop to repair a damaged screen. It was determined to be unrepairable, so a replacement laptop was delivered to you the end of March 2014 to fulfill the claim.
You notified N.E.W. April 16, 2014 that the replacement laptop was received with a small white dot on the screen. An Asurion representative contacted you April 21, 2014 to assist you. A second laptop was ordered however the order was submitted incorrectly and not fulfilled.  Our next contact with you was May 21, 2014 when you notified Asurion the issue was still unresolved. Asurion left a voicemail message May 22, 2014 with a phone number for you to utilize for further assistance. The next contact we received from you was the complaint information submitted to the Revdex.com October 17, 2014.
I attempted to reach you several times at the phone number we have registered in our system. A woman answered each time stating you were unavailable but she did take my phone number and said she would have you call back. As of the writing of this letter I have not heard from you. You remain welcome to contact me at ###-###-#### or by e-mail if you prefer at [redacted]@asurion.com.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 | Nashville, TN 37211

March 30, 2015
[redacted]
[redacted]
Midwest City, OK
[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:
“After purchasing a
new game through [redacted].com I opened it up just like normal, popped it in
my [redacted], and started to play it. It didn't seem right, the sounds weren't
in sync and it skipped a lot. After playing for about 15 minutes I received a
"disc read error" please clean with soft cloth, message. It had
happened a few times before so it’s not unusual. I opened the disc try and closed
it back to start the game back up. It wouldn't read the disc. This is a bad
sign, it’s happened on several other consoles before, thus I bought an extended
warranty while at [redacted]. I actually didn't think it was the system though. I
tried the game a few more times, cleaned it, and then got on the phone with
[redacted]. They were nice enough to send me a replacement and not ask for the
original back. It took a few days but when I got the new copy I opened it up,
popped it in, and it started it... with the same problems, 15 minutes in the
game quit working and it wouldn't attempt to read it again. I set it aside
because I was doing trying. A few days later I picked up the new [redacted]
game. It wouldn't play either. I went and picked up a skip dr. from [redacted]
for $15 and used it, that didn't work, I used canned air to clean the system,
still didn't work. As a last resort I logged into the Asurion website and filed
a claim. They sent me a return slip; I went to office depot, bought a box and
peanuts for $14 and sent it on its way. I talked to them on the phone to
explain the problem. A few days later I received my [redacted] back with a note that
said "no trouble found." I was mad but I got ahold of them and they
promised to do me right the next time. They sent a label, I sent it back, this
whole process taking a month mind you, and received it back again, with the
same sheet of paper, same broken [redacted]. They then stopped replying to me on
[redacted] and deleted my posts. They are thieves and stole my time and money I
spent on the warranty.”
The following is the
desired resolution listed in your complaint:
“Replacement, it would have been nice to have
my system fixed. The part to fix the console is available online to the public
through many retailers or [redacted] web stores for $20. Since you can’t get me back
my time, which was the biggest disappointment, I just want to get the word out
there; this company is a bunch of crooks. I doubt they are going to work with
you because they didn't work with me. Thank you for your time!”
A review of your
service history for the service plan you purchased has been completed. The
research revealed two (2) service requests completed for your [redacted] game
system. The game system was diagnosed twice by N.E.W. since November 2014. Each time N.E.W. examined the game system there was no trouble found. Our
technicians manually test every game system for over 15 minutes. Then a quality
specialist manually tests every game system and allows the game systems to run
on its own for more than 15 minutes. Our tests are completed with high stress
games like [redacted], [redacted] and [redacted].
The service plan
you purchased for your game system has a “No Lemon” guideline in the terms and
conditions of coverage. The “No Lemon” guideline provides for replacement of
your game system after it has been serviced and repaired for the same failure
three (3) times and requires a fourth repair as determined by N.E.W. for the same failure. Unfortunately,
according to your service history your game system doesn’t qualify for being
replaced under the service plan you purchased for it.
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

February 5, 2015
[redacted]
[redacted]
Springfield, MO 65807
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 a claim in October 2014 with N.E.W. for a baby monitor you originally
purchased at [redacted] **. You were advised to return the monitor to our service
center using a prepaid shipping label provided to you which you did. You were
told the reimbursement would be received within 30 days.  On November 30, 2014, after 30 days passed
without receiving the reimbursement you contacted N.E.W. to follow up on the
status. Over the course of several phone calls you were placed on hold for
almost an hour, and hung up on several times. You were then advised you should
expect the reimbursement within 7-10 business days only to later be told the
product had not been received at our service center and the reimbursement was
not being issued.
The desired resolution listed in
your complaint is to have the baby monitor returned to you or the reimbursement
gift card you were expecting. You would also appreciate an apology for the way
you were treated on the phone.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you submitted a claim with N.E.W. on
October 3, 2014 for a baby monitor. A prepaid [redacted] return shipping label with a
tracking number ending in [redacted] was mailed to you so you could have the monitor
sent to our service center. The next notes entered in your claim were dated
January 22, 2015. A N.E.W. customer
service representative submitted a request to have the reimbursement issued as
you informed him the monitor had been returned via [redacted] as we requested. The
request to issue a reimbursement was denied the following day because the [redacted]
website had no information about the return shipping label being utilized. A
voicemail was left for you to call back with proof of shipping. You called to
say on October 20, 2014 you did use the [redacted] return shipping label N.E.W. provided to you.
I spoke with you Friday January
30, 2015 to discuss your concerns. I apologized for the way you were spoken to
and for being transferred to different representatives without resolution. I
stated I did believe you had returned the monitor in good faith and as such I
would submit a reimbursement of the purchase price in the form of a check made
payable to you. Once issued, I will overnight the check to the address at the
top of this letter. You indicated 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]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] |
Nashville, TN 37211

[redacted]data>

February 20, 2014

class="MsoNormal">
[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 purchased an extended warranty that would allow you to return items to your local store for warranty or replacement. In your complaint you state that you believe the company providing the warranty changed names and changed the program. When you filed a claim you asked to be reimbursed with a check but received a store gift card instead. There was a delay in you receiving the gift card and you had to call numerous times regarding the gift card. The desired resolution listed in your complaint is to receive a reimbursement check for the purchase price you paid for your product.
A review of your service history for the [redacted] service plan you purchased for your product in February 2012 has been completed. The plan name and terms have not changed since 2011. Our research revealed notes in your service history that you had requested a check instead of a gift card when you were advised a reimbursement would be processed. There are no notes to reflect a check being authorized for your reimbursement.
A gift card was issued on January 27, 2014 for $274.46. On January 30, 2014 a stop payment on the gift card was initiated to provide you with a check. The stop payment failed to process on February 6, 2014 due to the gift card reflecting a zero balance. Investigation with [redacted] was completed on February 12, 2014 and they advised the gift card had been utilized to pay two separate orders and was reflecting a zero balance. Consequently, a check cannot be issued due to the store gift card being utilized in full.
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], Senior Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
www.asurion.com I Twitter I Facebook

[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:
 
To me that is an drawn out and well worded way of calling me a liar. You missed 2 key points, the system isnt working and you sold me a policy to cover that issue. You guys ripped me off plain and simple. An intermittent problem is still a problem. I didnt ask [redacted] for you to rip me off, [redacted] told me the details of the plan and your receipt holder explains the plan. ANY PROBLEM SEND IT IN AND WE WILL FIX IT FAST. thank you for continuing to waste my time.
Regards,
[redacted]

January
28, 2015
[redacted]
Complaint
ID# [redacted]
Dear
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 state the
following:
“I
was sold "replacement coverage" then told they do not cover my
particular product that I purchased it for. I called to use the coverage which
was sold to for a Intel Airbed/Couch. The product started to deflating. For no
reason, I came home from work and notice the couch was not looking like a
couch. So after inflation it still deflated. I call to have it replaced. During
the attempt to file a claim I was informed that the coverage only covers the
built-in motor. It does not address deflation issues. The problem with this
statement is the product does not have a "built-in" motor. It is a
dual purpose inflatable product that was used primarily as a couch seeing that
I purchased two inflatable products that day. One was the airbed/couch and the
other was an airbed for sleeping purposes. When I was sold this product I was
lead to believe that it was covered for deflation purpose not for a motor that
does not exist in the product that I purchased.”
The
desired resolution listed in your complaint is as follows:
“To
replace the product that I was sold the coverage for...”
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim was initiated by your calling the toll
free number for the Product Care Plan on January 15, 2015. You were
advised at that time to contact your local Walmart store due to the air
mattress you purchased not qualifying for the plan you were sold for it. N.E.W. stopped covering air furniture in
July 2014. N.E.W. also no longer
covers air furniture unless it has a built in pump. A Resolution Specialist
named Leigh Ann called the contact number listed in your complaint ###-###-####
on January 19th and 23rd but the recording she received
indicated “the customer you are trying to reach is not available, please try
your call again later”. Leigh Ann sent an email to you at [redacted] on January 23rd.
A voicemail was able to be left on January 26th by Leigh Ann and you
responded to her voicemail with a message but did not provide the information
Leigh Ann requested.
I received an email from Leigh
Ann on January 27th to advise that you provided her with the
information we needed to file your claim. We are
more than happy to process your claim but need to confirm what you prefer to
receive as claim payment. Your claim can be paid with a Walmart gift card or a
check. The gift card can be emailed to you and the check mailed. As of the date
of this letter we have not received enough information from you to process your
claim. 
Please
contact Leigh Ann at ###-###-#### so she may further assistance to you to
complete your claim. Please do not hesitate to contact me directly at
###-###-#### if I can help.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com

April 24, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com on
November 21, 2014 you purchased a [redacted] mobile device from [redacted].[redacted] with a
two year extended protection plan.  In
late January 2015 the device sustained liquid damage. You contacted N.E.W. to
submit a claim, and were provided with a prepaid return shipping envelope. You
were unaware the mobile device would first need to be sent to N.E.W.’s depot
before a reimbursement of the purchase price would be issued. After the return
label expired you printed a second label from our website. You returned the
mobile device, but when you followed up with N.E.W. you were informed it was
not received. You were advised to forward proof of purchase which you did.
The desired resolution listed in
your complaint is to receive a refund of the purchase price paid for the mobile
device. 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed N.E.W. has two separate
registrations for mobile devices you purchased. One registration is for a
mobile device purchased at [redacted].com. 
The second registration is for a mobile device that was purchased at a
brick and mortar [redacted] store location. 
The confusion surrounding your claim was due to information being added
to the incorrect registration.  Notes
regarding the return shipping label were added to the product registered as
having been purchased at a [redacted] store when the notes should have been added
to the registration for the product purchased at [redacted].com.  If our representative had thought to check
the second registration, they would have seen a tracking number which confirmed
we received a package from you. I spoke with you Monday April 20, 2015. I
apologized for a less than satisfactory experience and explained what occurred
with your claim.  A request to provide a
reimbursement of the purchase price has been approved.  It is to be sent to the address at the top of
this letter via [redacted] certified mail.   
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]

March 18, 2015
Roman">
[redacted]
[redacted]
Tunkhannock, 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, you
received different information from N.E.W. customer service representatives
regarding the expected time frame to receive a reimbursement of the purchase
price paid for your mobile device, a Straight Talk cellular phone. You were
first informed if a replacement device was unavailable you would receive a
refund of the purchase price in 2-4 days. A second representative advised you
once the claimed device was received and verified, the reimbursement would be
received in 24-72 hours.  The third
representative advised you the reimbursement may take up to six days.
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price you paid for
the Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed on December 28, 2014 you contacted N.E.W.
to submit a claim for a mobile device you purchased October 22, 2014 at
[redacted].com. Notes added by the first representative you spoke with indicate
she advised you a reimbursement via [redacted] gift card would be processed within
24-72 hours after the device has been received and inspected. A prepaid return
shipping label was provided for you to use to send the mobile device to our
depot center. The tracking number assigned to the return label indicates the
device was received at our depot center Friday January 2, 2015.  The representative you first spoke with did
not inform you hours that occur during weekends are not counted towards the
expected time frame to receive a reimbursement. You should have been advised 24
-72 business hours to receive a reimbursement. Your reimbursement was processed
on Tuesday January 6, 2015 and issued the next day January 7, 2015 which is
still within the 72 hour expectancy. Our research confirms the gift card has
been utilized in full and has a $0.00 remaining balance.  I regret to inform you we are unable to
refund the purchase price you paid for the extended Plan. It is the existence
of the Plan that permits the reimbursement of the purchase price paid for your
mobile device.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

June 8, 2015
[redacted]
[redacted]
San Ysidro, 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.
According to your complaint filed with the Revdex.com, you
submitted your tablet to N.E.W. several times for the same problem only to have
it returned to you each time without being repaired properly. 
The desired resolution listed in
your complaint is to be advised of other options available to you if the tablet
is unrepairable.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed your tablet has been serviced three times for the same problem
pertaining to the screen. The Service Plan you purchased has a No Lemon Clause
which reads as follows:
After three (3)
service repairs have been completed on an individual product, for the same defect,
and that individual product requires a fourth (4) repair, as determined by us,
we will replace it with a product with equal or similar features and
functionality equal to the current market value of the product, not to exceed
the original purchase price of the product. Replacement products may be new,
refurbished or remanufactured to meet the manufacturer’s specifications of the
original product at our discretion. Technological advances may result in a
replacement product with a lower selling price than the original product. The
No Lemon Policy does not apply to repairs performed while the product is under
the manufacturer’s warranty. Preventative maintenance checks, cleanings,
product diagnosis and customer education are not considered repairs for the
purposes of the No Lemon Policy.
I spoke with you to discuss your concerns and apologize
for a less that satisfactory experience. 
In an effort to resolve your complaint I offered to provide a
reimbursement of the purchase price paid for the tablet upon its return to N.E.W. without having to go through a
fourth diagnosis.  You agreed this would
be a satisfactory resolution.  I provided
you with a return box and shipping label. Upon the tablet being delivered to N.E.W., I will submit the reimbursement
request.  Once issued, I will have the
check sent to the address at the top of this letter via next business day
delivery.  
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]

April 28, 2015
[redacted]
Rohnert Park, 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 statement filed with the RevDex.com is coped below.
Will
not honor their warranty because I am not a liar and told them my son dropped
it outside a child under 5 is an act of god I spoke to customer service she
offered nothing not even to speak to a higher authority – It was purchased
13/11/30
The desired resolution listed in
your complaint is to receive a new [redacted] tablet of equal value.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
21, 2015 to report your tablet was damaged. 
The information you provided the customer service representative was
that your son threw the tablet out the back door. The Replacement Plan you
purchased for your tablet does provide coverage for Accidental Damage from
Handling (ADH). The pamphlet containing the terms and conditions of the
Replacement Plan you purchased has a statement which reads:
Accidental Damage from Handling (ADH) is an added benefit to our
Premium Plans that provides your product with protection from mishaps such as
unintentional and unexpected spills, drops, and cracked screens as a result of
normal use.
The descriptions provided to our
customer service representative and the Revdex.com regarding what
happened to your tablet are not considered to be the result of normal use. This
is the reason your claim was denied. We appreciate your business and regret
your experience with our company was less than satisfactory, however we remain
unable to approve your claim.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
 
Regards,
 
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

July 23, 2014
0in 0in 0pt" class="MsoNormal"> 
[redacted]
Revdex.com 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.
 
Extremely shady company. Sent in laptop for repair and they didn't feel like repairing it so the my "determined" that I damaged it, terrible company! Been paying for insurance for a year and a half on my [redacted] laptop. Sent it in on 6-28-14 for repair because the screen has an annoying line going through it (still usable just irritating) and found out the hard way how they make money...they refuse to repair anything! They claim the line is because I damaged it so they're not going to repair it. I asked if they could show me pictures of why they thought that and how they came to that determination, but of course the answer was no.
 
The desired resolution listed in your complaint is to have the service you have been paying for provided to you adding that the screen needs to be replaced and it is definitely not “damaged”.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed a service request to repair the screen of your laptop computer was accepted on June 11, 2014. The service center assigned to your computer received the item on June 26, 2014. A technician determined the problem with the screen was damage caused by an accident and the claim was denied. Accidental damage is not a covered peril under the [redacted] home plan you purchased. You disputed the screen was damaged. You requested photographs and an explanation about how the determination was made that the problem was caused by accidental damage. You were not provided with any photographs or an explanation. I followed up with the service center and also requested all photographs taken of your laptop computer. I received one photograph only which did not confirm any accidental damage or cracks to the screen. Only the vertical lines which you described initially were visible. I contacted you and offered to either resubmit the service request to repair your laptop computer, or provide you with a fair market value reimbursement of the laptop computer. You chose the reimbursement. We agreed on a dollar amount which has been submitted and approved. The service center has advised me they will remove and return to you the original hard drive and any disks or CD’s that may have been sent with the computer.
 
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

March 17, 2015
[redacted]
Garland, TX [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
submitted a television to a service center for repair in December 2014 and have
received no notice regarding the status of the repair. You inquired about the
repair over a month ago. A customer service representative advised you they
would check in the repair and provide a follow up the next day, but you
received no further communication.
The desired resolution listed in
your complaint is to have your television returned to you repaired or to
receive a new television of greater value. You also request a refund of the
purchase price paid for the extended Service Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research revealed
you contacted N.E.W. December 15, 2014 to request a service repair for your
[redacted] television. A prepaid [redacted] return shipping label was provided for you
to submit the television to the assigned service center. The service center
received the television on January 8, 2015. On January 23, 2015 you contacted
N.E.W. to request an update on the repair status. A customer service
representative sent a notice to the service center with a request to contact
you with any information about the repair. The service center added notes on
January 29, 2015 indicating they sent the television to the manufacturer for
exchange, and that the manufacturer would contact you within a few days to make
the arrangements. As of March 16, 2015 you have not received either your television
repaired, or a replacement. I attempted to contact the manufacturer using the
phone number provided by the service center. The phone number was no longer a
working number. The service center also provided a [redacted] tracking number ending
in 534765 for the shipment of your television to the manufacturer.  This tracking number yields no results when
entering it into the [redacted] website.  In an
effort to provide a resolution to your complaint we offered to provide you a
reimbursement of the purchase price you paid for the television. You agreed to
this resolution.  A request has been
submitted to have a check issued to you, and sent via next business day
delivery once it is available. We are unable to provide a reimbursement of the
purchase price paid for the Service Plan, as it the existence of the Service
Plan that permits us to provide a reimbursement of the purchase price paid 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,
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-####  | Fax ###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
From: [redacted]Date: Thu, Apr 9, 2015 at 3:42 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]I have read there response, Why no replacement?  Why no refund of the warranty? It appears my only resource at this point is small claims court. [redacted]  [redacted]
Regards,
[redacted]

June 24,
2015
 
[redacted]
Mapleton,
UT [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, you submitted a claim
for a damaged [redacted] mini which had sustained a cracked screen. On May 28,
2015 you received an e-mail stating the [redacted] had been repaired and would be
returned to you.  The following day May
29th, you received another e-mail stating the item could not be
repaired and that you would receive a reimbursement of the purchase price
paid.  The [redacted] was purchased on sale and
the reimbursement amount would be insufficient to replace the unit. On May 30,
2015 you contacted Asurion to say you did not wish to receive a reimbursement
of the purchase price and that your desire was to have the damaged [redacted]
returned to you so that you could have [redacted] repair it.  On June 1, 2015 you received a reimbursement
of the purchase price paid for the [redacted] via gift card.  June 4, 2015 you called Asurion to speak with
a supervisor and reiterate your desire to have the damaged [redacted] returned to
you.  You were informed the [redacted] most
likely had been disposed of at that point. 
 
The desired resolution listed in
your complaint is to have the [redacted] returned to you or to receive a refund of
the purchase price you paid for the Plan in the amount of $59.00.
 
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed you contacted Asurion May 11, 2015 to report your [redacted] had a cracked
screen.  You submitted the [redacted] to our service center
using a prepaid return shipping label provided to you. The [redacted] was received and later marked as
“repaired” on May 28, 2015.  There is a
note the following day, May 29th, that the item could not be repaired
and that you would be provided with a reimbursement of the purchase price paid
for the [redacted].  You contacted us May 30th
to state that you did not wish to receive a reimbursement, but rather wanted
the [redacted] returned to you.  A request was
submitted to the service center assigned to repair your [redacted] asking if they
still had the item and if so, would they please return it to you.  No response to the request was received.  
 
We do not receive many requests
to have a damaged item returned to the owner. 
Our normal procedures are to submit a reimbursement as soon as possible
when an item is determined to be unrepairable.  
While we did hear from you the following day after you were advised you
would receive a reimbursement, the service center had already sent the unit for
salvage to be recycled and we were unable to honor your request.  In an effort to provide a better customer
experience we have agreed to provide your desired resolution to refund the
purchase price you paid for the Service Plan. 
You should expect to receive that within 7-10 business days from the
date of this letter. 
 
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