Johnstone Supply

June 16,
2015
[redacted]
[redacted]
Houston,
TX [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, on November 26th
your wife purchased a 60” [redacted] television from [redacted].com.  During the month of March, while moving the
television, it flipped over and sustained a cracked screen. You contacted
Asurion to submit a claim. The representative you spoke with advised physical
damage is not covered and denied the claim. 
Your position is because our pamphlet states both “We cover a wide range
of products” and “featuring damages like drop and cracked screen”  that televisions are a covered item that your
claim should be approved.
The desired resolution listed in
your complaint is to receive either a replacement television or have yours
repaired. 
A review of your service history
for the plan you purchased has been completed. The research revealed no claim
or registration notes for a television could be located utilizing the contact information
you provided in your complaint. The information you described receiving from
our representative is accurate however. 
Our Plans do not provide coverage for televisions that have sustained accidental
damage such as yours has.  The terms and
conditions of our Plans are available for viewing on the [redacted].com
website.  Item #1 in the section of the
terms and conditions labeled What is Not Covered reads as
follows: 
(1)       REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS (UNLESS YOU
PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION,
MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH ALTERED OR MISSING
SERIAL NUMBERS.
In
your complaint, you make a reference to our pamphlet, stating there is a
sentence which reads “featuring damages like drop and cracked screen”.  The statement which can be found on our
pamphlet for [redacted] customers in fact reads as:
We
protect your products from failures due to
-        
Drops,
spills, and cracked screens on portable electronics,
laptops, and tablets, and scratches on discs.
-        
Mechanical and electrical
failures including those due to normal
wear and tear.
-        
Defects in materials and
workmanship, and failures caused by power
surge.
To summarize, Asurion only
provides Accidental Damage from Handling (ADH) coverage for portable
electronics (tablets, laptop computers, cellular phones, etc.), CDs and
DVDs.  As you were unable to utilize the
Plan purchased for your television we are willing to cancel the Plan if you
desire, and provide a reimbursement of the purchase price paid for the
Plan.  If this would be a satisfactory resolution
to you, please contact me at the phone number below or by e-mail at [redacted]@asurion.com.
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

August 27, 2014
 
[redacted]
[redacted]
[redacted]
Case # [redacted]
 
[redacted],
 
On August 18, 2014 N.E.W. received your rebuttal to our original response submitted to the Revdex.com. Your complaint comments are summarized below.
 
You purchased an [redacted] Ride On Toy from [redacted] ** with an extended service plan which would provide a full refund if the product could not be repaired. You contacted N.E.W. to report a problem with the product. You were advised someone would contact you to make arrangements to come to your home for a service repair, but that did not happen for several days. When a service technician did contact you,  you described the problem as the motor not operating correctly as well as the pedal not staying in place. Based upon that conversation the technician determined the pedal assembly needed replacing. The parts were sent to you however that did not resolve the problem. You contacted the service center and advised them you felt the problem was related to the circuit board and/or the voltage regulator. The service technician disagreed but did agree to send a replacement electric motor. You also provided information that the mirrors had become broken and you felt they should be covered by the extended service plan. After approximately two months you contacted N.E.W. again to state the problem was ongoing. It was recommended that you replace the battery. You did so which did not correct the problem. Your desired resolution is to receive a refund of the purchase price paid for the extended service plan, the cost to replace the battery and compensation for your time spent attempting to repair the item.
 
The statement you provided the Revdex.com in your rebuttal is as follows:
 
This company is a bunch of professional con artists that is how they make a profit, The staff that gave the response is a Liar. just trying to pawn the complaint off to get a good rating with the Revdex.com. First there was never any in-home repair or technician that came out to our home , they called and kept insisting it was the pedal after I informed in it was not after they sent a pedal anyway and we made a second call they kept insisting it was the battery and not covered by the warranty. After speaking with [redacted] recently I found out the part that is damaged is not repairable and the whole item would have to be replaced so once asurion found this out they just denied the whole claim. I even have my [redacted] phone records as I have detailed billing to prove I had made many calls to asurion / N.E.W.  So they take your money for a plan they do not even follow through on. Per Florida statues in regards to consumer warranties they are also under violations.
 
N.E.W. strives to provide an amicable resolution within the policy terms and conditions to each subscriber’s concerns whenever possible. I want to personally apologize to you for the less than satisfactory experience. In my original response to your complaint I based my reply on the service history notes available to me. Upon reading your statement that no technician ever visited your home to perform repair service I immediately recognized that something was wrong.  After speaking with someone at the service center assigned to your repair, I learned the notes added to your claim did not accurately reflect what transpired.  The service center provided me with information that they are located in the state of Idaho, while you reside in Florida. Because of this, they offered to send parts needed to repair your product based on the description of the problem. It was their understanding that you were comfortable with this, and that you understood you would install the new parts. The service center went on to say that they were willing to locate a service provider in your area if you required assistance, but their understanding again was you were comfortable replacing the parts yourself. The notes I am able to view only indicate a pedal assembly was required to correct the problem and that one was installed. The service center also stated to me they provided a new small electric motor to you; however this was not reflected in their service history notes.
 
The service center assigned to your repair should not have been selected. Only an approved service center in your area that could have provided a qualified repair technician to visit your home should have been assigned. The notes the service center provided N.E.W. did not indicate a technician never came to your home.  I believe if a service technician had physically diagnosed the problems with your product your experience would have been much different. As I mentioned above, I’d like to personally apologize for the poor customer experience. I’m unable to provide compensation for your time however it is appropriate to reimburse the full purchase price you paid for the item. I’m also happy to submit a request to provide a [redacted] ** gift card to you as a goodwill gesture for customer satisfaction. I attempted to contact on two occasions but have been unable to reach you. You are also welcome to call me at your convenience. The phone number to my desk is [redacted] or you may also contact me via e-mail at [redacted]. I look forward to speaking with you.
 
Regards,
 
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

April 7, 2014
0in 0in 0pt" class="MsoNormal"> 
[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 Middle Tennessee, Inc. under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider.  N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
 
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
 
According to your complaint filed with the Revdex.com, you purchased an [redacted]2 from [redacted] with an extended warranty. You submitted a claim with N.E.W. when the [redacted] no longer worked properly. After the [redacted] was determined to be unrepairable you were advised you would receive a refund of the purchase price you paid in the form of an e-gift card sent to your e-mail address. A week passed without receiving the e-gift card. You then contacted N.E.W. and were told a second request to send an e-gift card to you would be submitted. Another week passed without the e-gift card. You contacted N.E.W.  a third time and were advised a computer issue was preventing the e-check from reaching you. You requested to have a check mailed to you. You waited two weeks to receive the check without success. When you contacted N.E.W. a fourth time, a supervisor stated to you the check had been mailed the day prior.
 
The desired resolution listed in your complaint is to receive your refund check as soon as possible.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed that N.E.W. received your [redacted] for repair on February 27, 2014.  On March 3, 2014 it was determined that your [redacted] was unrepairable due to a lack of availability of necessary parts. A buyout in the form of an e-gift card was approved on March 5, 2014 and issued the following day. A second e-gift card was approved March 13, 2014 after you did not receive the first one. On March 18, 2014 you contacted N.E.W. to inform us that you still had not received the e-gift card and requested a check be mailed instead. The check request was submitted March 18, 2014 and issued March 28, 2014. The [redacted] website confirms the check was delivered to your address on April 1, 2014.
 
I attempted to contact you on April 3rd and 4th last week to confirm you did in fact receive the check and apologize to you that your experience was less than satisfactory.  N.E.W. should have determined the e-gift card was undeliverable after the first attempt and then issued a check at that time.  
 
If you have not received the reimbursement check as [redacted] indicates, please contact me at your earliest convenience so that we may investigate the status of the check.
 
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

October 28, 2014
Dear [redacted],
[redacted]'s reimbursement check was delivered on October 24, 2014 under [redacted] tracking #[redacted] according to their website. It was delivered to [redacted].
Please contact me directly with any questions.
Regards,
Cynthia R[redacted]
Sr. Compliance Coordinator  | cynthia.r[redacted]@asurion.com
P ###-###-#### | F ###-###-#### | www.asurion.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I sent them a copy of the letter they sent me - I wouldn't have the letter if I had not tried to cancel the insurance when I returned the notebook so that is proof that I did contact them.  Also, it is not my fault they don't have accurate records of my contacting them and they should honor my request for a refund.  The company is not ethical and honest.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The merchant has failed to pay for the sales tax on the TV despite the warranty agreement stating sales tax would be paid upon a complete loss. The merchant has failed to provide a copy of the terms of the warranty agreement which indicate sales tax would not be paid.
Regards,
[redacted]

April
13, 2015
[redacted]
Greenville,
SC [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:
“Failed to make proper repairs, repairs
resulted in damage, failed to honor fix it or replace it warranty. My computer
initially need the hinge repaired, it was otherwise fully functional. This
company made the repairs and damaged other part of the computer in the process.
Repairs were made and return to me on January 02, 2015. Upon return the
KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORK. I sent
it back it was repaired and returned. Then a Claim was Filed: via Contact
Center Service Request Date: Feb 7, 2015 Problem Date: Feb 7, 2015 Description:
2nd recall - KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT
WORK. Above f10 is a hump (Warped metal) and bracket keys are not in correctly.
I sent it back a 3rd time and this time I put sticky notes pointing to the
issues. It was returned with the "F" key now working but all other
issues still present. The keyboard was never properly put back in. I contacted
Deborah @ [redacted]. She called back said I would get a call about being
reimbursed. I never got the call. I call her back twice and left message and
never got a call back. I can log into my account and see the following: "Claim
History Service Request Number : [redacted] This claim is currently: Contract
Fulfilled Claim Filed: via Contact Center Service Request Date: Feb 25, 2015
Problem Date: Feb 7, 2015 Description: Reimbursement Approved** Service
Delay/Multiple Trips - Unrepeatable due to timeframe in service due to a
multiple trips initiated delay. Reimbursement approved. Although we were unable
to fix your product, your reimbursement is on its way. Completed February 25,
2015" I never got a reimbursement! I told them how important it was to
have a working computer as I am an online student. I am unable to take classes
because of this.”
The
following is the desired resolution listed in your complaint:
“I would like the refund I was advised I
would get so I may purchase a new laptop. This has caused a delay in completing
my degree; I would like this in a timely manner so I will be able to start my
classes In May.”
A
review of your service history for the service plan you purchased has been
completed. The research revealed a call from you on March 16, 2015 to inquiry
about the claim payment check for your ** laptop computer. The notes entered
into your service request reflect a representative returning your call on March
16th and leaving a detailed message for you. The representative’s
message advised your check had been issued on March 2, 2015 and mailed to the
address listed in this complaint. The representative stated in the message that
March 16th was the 10th business day after the check was
issued. The note indicates the representative’s message also indicated you
should call N.E.W. back if the
address was incorrect or the check did not arrive. As of the date of this
letter there in no additional communication from you listed in your service
request.   
Additional
research was completed and the research confirmed that the check N.E.W. issued on March 2nd
was mailed to the address listed in this complaint. Further research regarding
your check revealed that the check was never cashed. I called the telephone
number your computer was registered under on April 9th and left a
detailed message advising you that a stop payment and reissue request would be
submitted. My message indicated that you should not attempt to cash check #
[redacted], if it was received. On April 10th a stop payment was
submitted and replacement check was requested. Check # [redacted] was issued on
April 10th and sent via UPS tracking #[redacted] for delivery on
Monday, April 13th.
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.  
While there may have been some initial disconnect but I must appreciate the promptness and the sincerity of the N.E.W executive (Ken P[redacted]) assigned to this case to understand and address the customer problem. At each stage of this complaint N.E.W. as a company worked towards resolution of the customer problem in a professional manner .
Thanks & Regards, [redacted]

April 6, 2015
[redacted]
PO Box [redacted]
Rock Ieeview, WV [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
sent a Dell laptop computer to an N.E.W. service center for repair on February
7, 2015. You received an e-mail stating the repair had been completed and was
being returned to you via [redacted]. A tracking number for the return shipment was
provided to you in the same e-mail. When checking the status of the return
shipment, the [redacted] website indicates the tracking number has been processed and
would be ready for shipment on February 28, 2015. As of March 20, 2015 you
still had not received your repaired laptop. You spoke with four customer
service representatives and seven supervisors regarding the problem. Each
advised you they would research the matter and call you back. No one ever
followed up or provided a return phone call to you.
The desired resolution listed in
your complaint is to receive your repaired laptop or a [redacted] gift card for
the full purchase price paid for the laptop.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your laptop was repaired at our service center February 17, 2015. On
February 24, 2015 [redacted] informed you they were unable to deliver to the address
provided. You contacted our customer service center. A representative updated
the address in the system to an address in Pineville, WV.  The tracking number for the laptop to be
returned to you never provided any information other than it had been generated
and was ready.  We were unable to verify
if the laptop left the service center and was returned due to an incorrect
address. The service center was also unable to locate the laptop after the
repair was reported as complete.  To
resolve the issue, a reimbursement in the form of an e-gift card was approved
March 25, 2015 for the full purchase price paid for the laptop including sales
tax.  Our records show the gift card was
utilized on March 26, 2015 for almost the full amount.
We regret your experience with
our company was less than satisfactory. 
It certainly was not typical of the customer experience we strive to
provide each day.  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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

January 6, 2015Dear [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your...

experience with N.E. W. did not meet your expectations.N.E. W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E. W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com you state the following:
The Company has poor service and horrible response for repairs to a broken screen on my laptop. Needs communication within the company to be improve I sent in a lap top for repair of broken screen they returned the computer to me NOT FIXED sent back and it went to wrong dept said they would send to correct dept never happened sent computer back to me to send to correct department took over 3 months and still not resolved. VERY POOR communication within the company!! I bought 6 laptops from office depot and 6 warranty's over 8000.00 will never use again!
The desired resolution listed in your complaint is:
I want my screen repaired and the lap top returned to me ASAP. If not, I want the money to replace the laptop and to be reimbursed for the cost of reinstalling info on computer (software co fees).
A review of your service history for the service plan you purchased has been completed. The research revealed your laptop being repaired on December 19th and in route back to you. There were notes to indicate your laptop had been registered as a tablet and not a laptop. This caused a service delay due to your laptop being routed to the incorrect facility for repair. The laptop had to be sent back to you and rerouted to the correct facility. There was also a 2 day delay associated with parts that were ordered to repair your laptop.
I called the contact number ###-###-#### listed in your complaint on December 19th and left the [redacted] tracking number [redacted] that your laptop was being returned under. Your laptop was delivered on December 23rd.
We spoke on December 29th and you verified receiving your laptop back and that it was working properly. I advised that I was in our Compliance department and any claims needed in the future could be processed by calling me directly. You voiced your concern about the problems you had experienced with this claim and advised me you did not want to utilize N.E. W. for filing any future claims. I apologized for any inconvenience and asked for you to reach out to me directly if claims were needed.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.
Sr. Compliance Coordinator

January 14, 2015
[redacted]
[redacted]
Mora, MN [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 claim with N.E.W. for a [redacted] tablet on November 17,
2014. You sent the laptop to our service center and received an e-mail November
21, 2014 stating a reimbursement of the purchase price via gift card would be
issued within 7 – 10 business days. During the second week of December you
contacted N.E.W. to state you had not yet received the reimbursement. A
customer service representative advised you a gift card had been issued, but
that he would submit a request to reissue. A supervisor informed you a stop
payment for the gift card would have to be completed before a reissue request
could be submitted and that the stop payment could not be requested until
December 12, 2014.
The desired resolution listed in
your complaint is a reimbursement of the purchase price paid for the laptop in
the form of a check, not a gift card to [redacted].
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your laptop was received and scanned at our service center November
24, 2014. A reimbursement of the purchase price was issued the following day
via an [redacted] gift card and mailed to you through the U.S. Postal
Service. You notified N.E.W. on
December 9, 2014 that the gift card had not been received.  On December 22, 2014 a request to stop
payment on the gift card was issued. The stop payment was completed December
26, 2014. A reimbursement check was issued December 31, 2014 with a request to
overnight it to the address listed at the top of this letter. I spoke with you
and confirmed the reimbursement had been received. I apologized for such a poor
experience stating this is certainly not typical of the customer service we
strive to provide on a daily basis. You informed me that due to your experience
you would no longer conduct business with [redacted] or N.E.W.
We certainly regret losing you as
a customer and hope in the future we might have a chance to regain your
business. 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’ve spoken with [redacted]. We are in the process of providing her desired resolution in the form of a replacement laptop computer.
font-size: 11pt; font-family: Calibri, sans-serif;"> 
Would you please include our reply to the complaint?
 
Thank you,
 
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax ###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 | Nashville, TN 37211

April
3, 2015
[redacted]
Merced,
CA [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
I
am writing in response to your rebuttal on March 24th, to N.E.W.’s original reply to your RevDex.com complaint.
According
to your original complaint filed with the Revdex.com, you purchased
a vacuum cleaner from [redacted] along with a two (2) year replacement plan. When
you made the purchase, you were advised the two (2) year replacement plan
started after the one (1) year manufacturer’s warranty on the vacuum expired.
Representatives you spoke with at N.E.W. erroneously
advised you the vacuum was a mobile device and your coverage had started at the
point of sale. Vacuums are not mobile devices but as we stated in our original
response the replacement plan coverage for your vacuum did start at the point
of sale. Enhanced coverage that started at the date of purchase which was
September 3, 2012, was for power surge protection.
Specific
language in the terms and conditions related to your concerns is listed below
for clarification:
This Plan includes the following enhanced
coverage and services: (which begin at the date of purchase)
All
Plans:
·        
Repairs necessary
for the product to meet the manufacturer’s written specifications.
·        
Two (2) annual
cleanings and adjustments for DVD Players and VCRs after expiration of the
manufacturer’s labor warranty.
·        
Repair
or replacement of accessories included in the box by the manufacturer necessary
for the product to meet the manufacturer’s written specifications: e.g., remote
controls, additional lenses (cameras), 3-D glasses (for 3D TVs and / or 3D
Blu-ray players), game controllers.
·        
Surge protection
from date of purchase.
In
light of the numerous representatives at [redacted] and N.E.W. that provided inaccurate information to you throughout the
claims process regarding the terms of the coverage the replacement plan
provides a decision has been made to reimburse you for the purchase price you
paid for your vacuum plus tax. The reimbursement should be forth coming in the
next 5 to 7 business days.
I hope this
response provides you with the necessary information to close out this
complaint filed against N.E.W. If we
can be of further assistance to you regarding this matter, please do not hesitate
to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

January 19, 2015
[redacted]
Long Branch, NJ [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
You purchased a [redacted] keyboard at Guitar Center with a replacement
plan administered by N.E.W.  You
submitted the keyboard to N.E.W. in August for repair after it was broken.
Since that time you have not received the keyboard back as repaired, nor a
replacement keyboard or a reimbursement of the purchase price paid for the
keyboard.
The desired resolution listed in
your complaint is to receive a replacement keyboard and reimbursement of the
price paid for the replacement plan.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. June
24, 2014 to report an issue with your keyboard. N.E.W. located a service center approved by [redacted] to repair you
keyboard. A prepaid return shipping label was provided so you were able to
forward the keyboard to the service center which received it August 17, 2014. You
contacted N.E.W. September 19, 2014 for a status update. The only available
information was that the service center had received the keyboard. You were
provided with the phone number for the service center so you could contact them
directly. On November 12, 2014 you contacted N.E.W. again for an update. The
service center informed us the keyboard was received with no paperwork or
contact information for you. They were unable to begin service until they spoke
with you in September. They estimated an additional two weeks would be
required. On November 21, 2014 you requested a reimbursement of the purchase
price paid for they keyboard due to the extended length of time that passed
since the keyboard was submitted for repair. Upon contacting the service
center, we were informed the keyboard was not a [redacted] product and because of
this no repairs were performed. A decision to provide you with a reimbursement
of the purchase price paid for the keyboard was approved January 10, 2015. A
gift card for the purchase price including taxes was invoiced January 14, 2015.
If you have not received it by January 24, 2014 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 - Legal | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

Asurion

April
16, 2015
[redacted]
[redacted]
[redacted]
Alexandria,
LA 71303
 
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:
 
TV sent for repair. Left my home
operable but showing dark spots. Told this not covered. Didn't leave my home
cracked--still no repair or replacement Product protection bought at [redacted] on
a television. TV sent by UPS as directed by Asurion. TV was fully operation
when it left my home. Got a call from someone saying the TV arrived
"cracked" at the Service Center and that this was not covered. I was
baffled because the product was not cracked. I tried to explain over and over
again that the TV was not damaged when it left my home. The more I said it, the
more I was told, "We have policies/procedures" and we have to stand
behind them." At this time, I have no TV and no refund of my nearly $200.
What do you do when something like this happens with your customers? Apparently
you do nothing. Spoke to someone at the service center on 04/03/2015, who was
rude and ugly who replied, "It doesn't matter where it happened. It's not
covered. You need to call UPS and file a claim." He said "We have
pictures..." I informed him that the pictures prove nothing except that
damage occurred. In a sense it was if I was being called a liar. Thus, I am out
of my product and my money. Is it possible there is fraud? Could this have
happened at the service center itself? How do I know any of what you say is the
truth about what happened to the television or how it got
"Cracked"?  By the time the
call was received from the service center the TV had been outside my possession
for about 3 weeks. Television and plan purchased 12/2013. It was a 32 inch
[redacted]). The television was bought cash (debit card) at [redacted] in
Pineville, Louisiana. I have the receipt for purchase. It has been away from my
home almost 3 weeks.
 
The
following is the desired resolution listed in your complaint:
At this point the TV probably cannot be
repaired. It would be a replacement or refund.
 
A
review of your service history for the service plan you purchased has been
completed. The research revealed a Resolution Specialist named Leigh Ann called
you on April 9th and left a voicemail asking you to return her call
at your convenience to discuss your concerns. A decision was made on April 13th
to reimburse you for television for customer satisfaction and Leigh Ann
contacted you and explained the time frame and confirmed your address. The
reimbursement check in the amount of $215.82 (purchase price plus tax) should
be received if 5 to 7 business days.
 
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
 
Regards,
 
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com

August 11, 2014

class="MsoNormal"> 
[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 copied below.
 
Our problem begins with the intentional defraud of its trusting customers. Myself and my son went to [redacted] to purchase an [redacted] mini [redacted] Ride On toy it cost currently $399.99 at checkout you are basically manipulated into buying the warranty in which they claim all the repairs that can be mad and that if they can not fix it they will give you a full refund or replacement , We purchased this warranty with the intention that they would be follow thru on there claims after sometime we began having problems with they item. We then contact N.E.W. and they had us first jump thru hoops to get them to honor the warranty then they instruct you that you will hear from someone within a week that will come out to our house and repair the item. That never happened we then contacted them again and they apologized and said we would hear from someone soon, the next day we heard from someone that worked for N.E.W. We explained to them the problem that the item is getting the correct voltage coming out of battery but when it gets to motor it doesn't operate the motor correctly as well as the peddle does not stay in place ,they then stated it is just a simple peddle switch and would be sending one out which they did, First of all it did NOT fix the problem second this warranty is for them to repair the item not for myself to do the labor to repair it. We then contacted them back as this did not correct the problem this time they kept trying to say there isn't anything they can do so we demanded why did we pay for a warranty I informed them that I am an electrical engineer and I believe it to be there circuit board which is also the items voltage regulator they did not agree and after some time of arguing there staff said they would be sending out a replacement mini electrical motor which cost them wholesale around $9, I also at that time notified them that 2 of the mirrors are broke as well and per our agreement should be covered by this time it had been around 2 months of going back and forth , and once again once we got the part it did not work. Again I called them back and told them the problem and was repeatedly told that " I am out of luck " and they now think it is the battery which is covered under the warranty I explained to them I tested the battery and requested a refund for my warranty which they are required to return by law if they do not repair your item they refused and told me to try to talk to the manager at [redacted]. I then contacted the Manager at the local 'R' Us store he said he couldn't do anything but he was nice and offered me 50% off a battery which I purchased , I went home tried it just to find out that it was not the battery at all. I then contacted N.E.W. again and I informed them of this all they had to say is that my warranty has since expired and was told "have a nice day " and that " I should have bought a battery sooner" as I explained the battery had nothing to do with it and that I was going to inform the Revdex.com and post what happened all over the internet there replay was " We are an accredited member we will just have the comment removed". I do not know how a company like this does business they prey on innocent people and there children I will also file a complaint with my states attorney general as well as the FTC and any other agency I can locate willing to take a complaint the public should be warned. So I am out the cost of the toy, the cost of the warranty, the itme I wasted on it and on phone, as well as the cost of the second battery that was purchased for no reason as the first was working.
 
The desired resolution listed in your complaint is to receive a refund of the cost of the warranty, a refund of the cost of a battery, and compensation for your time to repair our items.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed a claim was initiated July 27, 2013 for an [redacted] ride on toy purchased at [redacted] **.  An in home appointment was scheduled for August 6, 2013.  The technician assigned to your repair determined the pedal assembly failed and needed to be replaced. Parts were required to complete the repair. The parts were ordered however an estimated date of arrival was not provided. The service history notes indicate a service technician completed the repair August 30, 2013.  If the repair did not resolve the issue you needed to contact N.E.W. prior to the expiration of your service plan which occurred on October 3, 2013. We have no record of you contacting N.E.W. after the repair was completed August 30, 2013 and prior to the expiration of your service plan. There is no record of a conversation about a battery, mini electrical motor, or broken mirrors. We regret that your experience was less than satisfactory however; we are unable to fulfill your desired resolution to receive a refund of the purchase price paid for the extended service plan, a battery, or provide compensation for any time that you chose to work on the toy. 
 
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: There has never been any abuse or neglect and I have documented, photo and video proof. They still have not completed the repairs. I wish to get my old windshield back from them so I can replace my gasket myself. If they refuse to replace the unit I demand a full refund on my warranty cost as well. I will contact the AG office again and will start my follow up with [redacted] Company after the first of 2016. This feeble attempt to get this behind you by replying this close to Christmas in hopes the Holiday would delay me by 10 days did not work. I will pursue this matter until I get what is rightfully mine. We may see each other in court soon. I will keep you in my prayers.
I am still waiting on the 2 parts you sent me to be installed. I will not install them myself since they are definitely covered under this contract. Please schedule the install or refund my money. 
Regards,
[redacted]

August
7, 2014
 
[redacted]
[redacted]
[redacted]
VA [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.
 
Your
complaint was filed against Walmart and forwarded to N.E.W. for reply.
 
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 TV with a warranty. The
TV does not work at times. It took weeks for a repairman to come diagnose your
TV. The TV was worse after the TV repairman left your home; it would not turn
on. The TV stand was not attached properly and the TV almost fell. Your wife’s
cat ate one of the screws that had been left out of the TV stand. Since the
repairman’s visit you have not been able to receive any help with your TV not
working and parts being put back together incorrectly.     
 
The
desired resolution listed in your complaint is to receive a refund for the TV
and the warranty plan due to your TV not being repaired and your wife’s cat
eating a screw.
 
A
review of your service history for the service plan you purchased has been
completed. The research revealed on July 6th, 2014, you called N.E.W. for service.  Service was
set up with Service Center Teams and you were advised that a technician would
call you to troubleshoot your television. On July 8th, you called N.E.W. to advise you needed an
appointment to be set up on Sunday because you work six days a week.  N.E.W. advised you they didn’t have any
service centers that work on Sundays.  N.E.W.
gave you reimbursement options for your television which you declined.
 
Service
history notes reflect on July 15th, a technician came out to repair
your television, parts were installed and television was repaired. On July 17th,
you called N.E.W. to advise that
screws were left all over and that television fell due to the technician not
assembling it back the way it was. It fell and is now damaged worse. N.E.W. advised you the technician would
not have worked on the stand and if the technician took the television off the
stand, it is the customer’s responsibility to put it back on the stand.  N.E.W. advised they would be
glad send a new technician out to look at the damage.  The SR notes
indicate you advised the representative if another technician came out you
would hurt them. After this statement determination was made that another
technician should not be sent to your home.
 
A
Corporate Resolution Specialist named Leigh from the product care plan called
you on July 29th to discuss your concerns. She offered to reimburse
you for the purchase price you paid for your television plus tax for customer
satisfaction. She discussed your need for service for your television on
Sundays and explained that N.E.W.
technicians are not available on Sundays. She advised you she would oversee
your claim to completion.
 
Your
reimbursement check was issued on August 5, 2014 and mailed to the address
listed in this complaint. The service plan you purchased for your television
provided a means for you to be reimbursed for your television and N.E.W. cannot reimburse you for the cost
of 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]
P ###-###-#### | F ###-###-#### | www.asurion.com

April 9, 2015
[redacted]
[redacted]
Los Angeles, 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
purchased a 32 inch television with an extended protection plan on February 24,
2013 from [redacted]. On March 15, 2015 the television failed to turn on using
either the remote control, or by manually pressing the power button. You
contacted N.E.W. to submit a claim. You were informed a prepaid return shipping
label would be provided for you to use to send the television to an authorized
service center. This was not acceptable to you. You believe that because the
purchase price of the television was greater than $150.00, a replacement
television should have been delivered to your home and the non-working
television disposed of.
The desired resolution listed in
your complaint is to have a replacement television delivered to your residence.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed N.E.W. was contacted March
19, 2015 regarding a problem with your television. An effort to troubleshoot
the problem was unsuccessful.  A repair
was approved with our service center providing you a prepaid return label and
shipping box so that you could forward the television for repair. You were unsatisfied
with this arrangement and escalated the claim due to the time frame that would
be required to repair the television. A corporate resolution specialist
contacted you March 20, 2015 to discuss your concerns. She submitted a request
to provide a reimbursement of the purchase price you paid for the television
including sales tax via e-gift card.  The
reimbursement was invoiced March 24, 2015. The resolution specialist attempted
to contact you March 25, 2015 to confirm you received the e-gift card that was
sent to your e-mail address. There was no answer or voicemail for her to leave
a message. She reattempted to contact you April 2, 2015. On this call, the
resolution specialist was able to speak with a female who indicated she would
inform you of our attempt to speak with you. If you have any further concerns
or questions you are welcome to 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