Johnstone Supply

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

March 19, 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 purchased a big stand fan which stopped working.
You contacted N.E.W. and were advised you would receive a [redacted] return shipping
label, which you were to use to have the fan sent to our depot center. You had concerns about sending such a large
item.  Your Plan expired before the claim
was completed.  You were later advised
smaller items are required to be sent to a depot center before receiving a
reimbursement, however for larger bulky items the customer just receives a gift
card reimbursement. When you submitted your claim this was not the information
provided to you. You forgot about your claim while caring for your grandmother
and the Plan expired. You feel because you were given incorrect information
regarding the return of your product you should be reimbursed the purchase
price paid for the fan.
The
desired resolution listed in your complaint is to be reimbursed for the
purchase price you paid for the fan.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed you contacted N.E.W. December 12, 2013 regarding a fan not working properly. A
prepaid [redacted] return shipping label was provided to you. After no contact from
you in over five months, an e-mail was sent to you May 27, 2014 with a request
to contact our claims center to continue the claim. On June 15, 2014 the claim
was closed due to no activity after we did not receive a response. The claim
remained open after the expiration date of your Plan on June 9, 2014.  We also would have completed the claim up to
30 days after the expiration of your Plan. 
You
were sent a return shipping label due the fan being registered in our system as
a [redacted] “portable fan”. You state twice in your complaint that you had concerns
about the size of the fan when you submitted the claim, but you did not mention
this to the customer service representative who would have addressed the
matter. Had you contacted N.E.W. at any point from the date the
claim was initiated through 30 days past the expiration date of your Plan we
would have provided assistance. We respectfully submit that we attempted to
reach you with a request to contact our claim center before the claim was
closed. As the only contact with you after the claim was initiated was more
than a year later, and more than eight months after the Plan expired, we are
unable to provide your desired resolution. 
 
We
regret your experience with N.E.W.
has been less than satisfactory. I hope this response provides you with the
necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted]

August
25, 2014
 
[redacted]    
32310
S E 54th Street
Fall
City, WA 98024   
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 purchased the [redacted]
Extended coverage for an ** Queen Air Bed with a pump. The airbed cost $49.99.
Asurion manages the extended warranty plan and every time you contact Asurion
you are provided with conflicting information regarding whether a check or gift
card is going to be received, your calls were sometimes disconnected, long hold
times for a supervisor were experienced and your calls were never returned. The
last information you were provided was that you payment was sent out on July 4th
or 7th. As of the date you filed your complaint with the RevDex.com payment has not been received by you. 
 
The
desired resolution listed in your complaint was to have a check for $49.99
mailed to you at your address. You also requested an email confirming your
check being sent out.
 
A
review of your service history for the service plan you purchased has been
completed. The research revealed your gift card processed the first week of
July. It was mailed by July 4th. After finding this information I
requested that the gift card be cancelled and check be issued to provide you
with payment for your airbed. The check was sent to you on August 11th
for overnight delivery via [redacted] tracking #[redacted].
 
You
left a voicemail for me on Wednesday. August 20, 2014, the voicemail indicated
that you received your check and your gift card. We spoke on August 21, 2014
and I apologized for the frustration you were caused by your gift card not
arriving and the poor customer service you indicate you received. I assured you
that this is not characteristic of the quality or reliability of our services.
I also, let you know that any feedback from our subscribers assists us in
coaching our reps for improved customer service in the future and any assists
us in improving our quality of service.
 
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
 
Regards,
 
 
Cynthia R[redacted]
Sr. Compliance Coordinator  | cynthia.r[redacted]@asurion.com
P ###-###-#### | F ###-###-#### | www.asurion.com

August 25, 2014

class="MsoNormal"> 
[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.
 
Warranty not done in timely fashion, getting conflicting answers. We bought an Extended Warranty from [redacted] for our TV. It broke on July 21, we filed a claim July 22, the repair guy came out, couldn't fix it, went back ordered a part came back to our home and that didn't fix it. He then took the TV to his shop to fix. We didn't hear anything so we called him, he said availability of the other part was poor and wasn't sure what Asurion would decide to do. So yesterday I got 2 emails FROM ASURION saying my repair was complete. I tried to reach the repair guy and didn't get through to him finally got through to him this AM. and he said Asurion was replacing our set because it was too costly to fix. We called Asurion and they said they have no record of our repair being complete and they would make a decision in up to 3 business days. If I got to the Asurion website it says my claim is complete however the customer service person says in the notes it doesn't say that it is and I won't be able to to anything until Monday. By that time we will have been 2 weeks without our set. I am sorry but this is unacceptable.
 
The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the television and the extended warranty.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. July 22, 2014 to initiate a claim for your television stating it occasionally shuts off and is unable to turn back on.  On July 24, 2014 the service center assigned to repair your television determined that parts associated with the power supply were required. Parts were ordered however upon their arrival on August 1, 2014 a technician discovered the parts delivered were incorrect. On August 1, 2014 additional information was required from the service center to determine the correct parts needed. Once the correct parts were identified there was difficulty locating the parts. On August 1, 2014 a request was submitted to provide a full reimbursement of the purchase price you paid for the television as we were uncertain of the parts availability. The reimbursement was invoiced on August 4, 2014 with a corporate resolution specialist confirming with you on August 7, 2014 that you did receive the reimbursement 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,
 
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

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

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

January 19, 2015
[redacted]
[redacted]
Snellville, GA [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] in August 2012 with
an extended warranty administered by N.E.W. You submitted the laptop to N.E.W.
for repair in June 2014. When it was returned to you the battery was missing
and the charging port only loosely attached to the keyboard. You contacted
N.E.W. about both issues. You were provided with a replacement battery, but you
elected not to resubmit the laptop to N.E.W. for the charging port issue. You
were not interested in sending it for another service repair as you use it on a
daily basis. Less than four months later the charger port no longer connected
to the laptop rendering it unusable. You were advised at the point of sale that
the extended warranty provided by N.E.W. would begin upon the expiration of the
manufacturer’s warranty. Your understanding was there was cover[redacted] through
August 2015 and you have documentation to support that.
The desired resolution listed in
your complaint is for the laptop to be covered through August 2015.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed an error did occur upon the registration of your warranty. N.E.W. entered an expiration date of
August 2015 for the manufacturer’s warranty. This was updated to reflect the
correct expiration date only after you contacted N.E.W. to request service. 
While the error pertained to the manufacturer’s warranty, not the extended
warranty provided by N.E.W., it was
our mistake that lead to the confusion. I also believe you were advised at the
time of purchase that the extended warranty would not begin until the
expiration of the manufacturer’s warranty resulting in your understanding there
was cover[redacted] until August 2015.
I spoke with you and discussed
your concerns. You stated you have already purchased a replacement laptop
computer. In the interest of customer satisfaction and as a goodwill gesture I
agreed to provide a reimbursement of the purchase price you paid for the
laptop. You indicated this would be a satisfactory resolution. I will provide
you with updates on the status of the reimbursement as I receive them.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | kp[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

Asurion
[redacted]data>

June 11, 2015

face="Times New Roman">
 
[redacted]
[redacted]
Charleston, 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:
 
“They haven't been sent a refund check for a broken
tablet I sent to them 2 months ago and only people of Arab decent I need to
receive refund check that according to them was sent 2 months ago,”
 
The
following is the desired resolution listed in your complaint:
 
“Refund check of 160.00.”
 
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed your original claim payment of $159.91 was
issued on May 5, 2015 and mailed to the address listed in this complaint.
 
Calls
to N.E.W. are noted in your service
request between May 19th and May 25th regarding your
claim check never arriving in the mail. A stop payment was initiated on May 25th
and a second check was issued on June 1st and sent to the address
listed in this complaint under [redacted] tracking # [redacted] for overnight
delivery. The [redacted] website reflects the package being delivered on June 2nd.
 
Please
accept my apology for any inconvenience the delay in your claim payment being
received may have caused. We regret that your claims experience has been less
than satisfactory and value you as our customer.
 
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

[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 have not been contacted regarding this issue nor have I received an email regarding the matter.  If you state in your warranty that manufacturer defects are covered then this is what is expected to happen.  I have attached a copy of the warranty and it does not clearly state that the electric pump is the only item covered with this product.  If you do not plan to honor your warranty then you should not sell the warranty on this particular product.  This is the info listed on the warranty website and was also included in the email I received when I purchased the warranty. upon reviewing the terms and conditions because of the stament of limitations and exclusions, it still does not state that the seals breaking apart is not covered.  I consider the seals breaking apart to be a defect in workmanship and the materials since I only had the product since 06/06/2014.  No where does it state that this is not covered and I would like my product replaced and the money for the warranty refunded to me because this is not good customer service.  With this particular product you need to be upfront with the customer about what is not covered in writing.  My email is [email protected] and my cell number is ###-###-#### or ###-###-####.
attachment Terms and Conditions
Regards, 
[redacted]
"the research revealed your claim was denied due to a non-covered failure. I attempted to contact you on several occasions to discuss your concerns. I was unable to speak with you, but left voicemail messages each time requesting a call back at your convenience."
 
Real life coverage
These breakdowns really happen. Most important-your Protection Plan anticipates these failures and streamlines your rapid return to life as you like to live it.
Your plan covers failures due to*:
Normal wear and tear
Defects in materials and workmanship
Mechanical or electrical breakdowns (even from everyday use)
Internal heat, dust and humidity
Power surges
And sometimes, even more depending on your purchase.
*Limitations and exclusions apply. Please see your terms and conditions for complete program details.

February 28, 2014
11pt;">
[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, in October of 2012 you purchased a [redacted] washer/dryer combo with an extended warranty from [redacted]. In October of 2013 a problem developed where error codes were displayed and the dryer would no longer dry clothes. You submitted a claim with N.E.W. for repairs. Over a period of three months repair technicians from two different companies made a total six visits to your home in an attempt to repair the dryer. None of these repair visits resulted in a properly functioning dryer. You contacted N.E.W. to request the “no lemon” policy be invoked. A supervisor agreed stating no repair should take three months to complete. The reimbursement request was submitted, but the following day an N.E.W representative informed you the request had been denied as the requirements to satisfy the “no lemon” policy had not been met. The representative advised only two repairs had been attempted and the “no lemon” policy requires three unsuccessful attempts before it can be utilized. You disagreed that only two repair attempts had been completed. The representative stated N.E.W. considered a repair to mean that parts were required to be replaced. You requested to speak with a supervisor. During that conversation you mentioned that either you or your tenant had been forced to miss work appointments due to the dryer not working. Upon hearing that the dryer was located in a rental unit the supervisor informed you the claim would be void. She referred to the “What is Not Covered” section of the terms and conditions item #6 which reads:
What is Not Covered #6) Products used for commercial purposes (multi-user organizations) Public Rental or Communal use in muti-family housing.
You disagree that your rental unit is considered to be a “public rental”, but feel rather that it is a “private rental”. Because the “no lemon” policy was not going be utilized, you contacted N.E.W. again approximately a week later to request another service attempt. On this call the representative refused to submit the request as your account had been updated to “for commercial use” status.
The desired resolution listed in your complaint is to have the product replaced be reimbursed for the price you paid for the product.  
A review of your service history for the replacement plan you purchased has been completed. The research revealed you first contacted N.E.W. to report the problem with your dryer October 31, 2013. An appointment was scheduled for November 6, 2013.  You contacted N.E.W. on November 7, 2013 to report the service technician only spent 15 minutes total in your home and suggested using less detergent. He left after letting the dryer run only 10 minutes. The error message occurred again after he left. Another visit was scheduled with the instructions to make certain the technician stayed long enough to confirm the error message no longer appeared. On November 12 the technician assigned to service your dryer noted he could not confirm the complaint as the unit was working ok at that time. Despite this note on November 14, 2013 a comment in the service history indicates parts were ordered and N.E.W. was awaiting their arrival. On December 11, 2013 a technician returned to install the needed part, but after several hours of running the clothes inside were still wet and the error message remained. Another visit was scheduled for December 19, 2013 with the instructions for the technician to obtain a second opinion. The notes from the technician on the 19th indicate additional parts were ordered. Once parts arrived a service appointment was scheduled for January 22, 2014. This visit also did not result in a properly functioning dryer. You requested a buyout under the “no lemon” clause. The following day you received a phone call from N.E.W. advising your dryer did not qualify for the “no lemon” policy as several of the visits to your home counted as only one repair attempt. You escalated the call and during the conversation you mentioned that your tenant had been inconvenienced with the multiple visits to try and resolve the issue. It was then that representative advised you that the service request would be denied as N.E.W. does not provide coverage for commercial or public use.
The decision was made that because the dryer is in a unit you rent to a tenant does not constitute usage for commercial purposes. The representative who denied your claim had the understanding that because you were receiving rent for the condominium where washer/dryer was located that this was considered commercial usage. I spoke with you and advised N.E.W. will honor the “no lemon” clause of your plan. A request to reimburse the price you paid for the washer/dryer has been approved and will be sent to the address on file which is [redacted], [redacted]. 
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
[redacted]
Compliance Coordinator
[redacted]  
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

May 29, 2014
 
[redacted]
[redacted]
[redacted]
Case # [redacted]
 
 
**. [redacted],
 
On
behalf of N.E.W., please accept this letter in response to your inquiry
filed with the Revdex.com of Metro Washington DC & Eastern
Pennsylvania, under the above referenced file number. I would like to offer my
apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider.  N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
 
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
 
According
to your complaint filed with the Revdex.com, you state the
following;
 
A 32 inch LCD television you received as
a gift began having problems. Your son who purchased the television contacted
[redacted] in late January or early February regarding having the television
repaired.  Once the television was
forwarded to Asurion you received an e-mail notification that the repairs
should be completed and the television returned to you within five days. Upon
receipt of the television you located a letter with it stating it was being
returned to you in “as is” condition as it was unable to be repaired. You were
advised the television had a cracked screen and damaged LCD panel. You disputed
that the television was damaged and requested pictures to show the condition.
No pictures were ever provided, only an explanation that the box was not
damaged so the shipper would not be liable.
 
The
desired resolution listed in your complaint is to receive a refund of the price
paid for the television so you can purchase a replacement.
 
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed your television was received by a N.E.W. service center during the second
week of April 2014. Notes indicate it was received with scratches on the screen
and bezel. The service center was instructed to return the television
unrepaired as scratches on the product are not covered. You contacted N.E.W. to state the television was not
damaged when you sent it for repair. A damaged package investigation with [redacted] did
not provide any information that would be helpful towards a resolution. A
reimbursement for the full purchase price paid for the television has been
submitted and approved. I contacted you Tuesday May 27, 2014 to discuss your
concerns and inform you the reimbursement had been approved. On Wednesday May
28, 2014 I left a voice mail message for both you and your son [redacted] advising
the reimbursement will be sent to [redacted]’s e-mail address and that if it has
not been received within the next 3-4 business days to please contact me 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
###-###-#### or by e-mail at the address below.
 
Regards,
 
 
[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville,
TN 37211

October 1, 2014
[redacted]
[redacted]
[redacted] MI [redacted]
Case # [redacted]
[redacted]
N.E.W. is in receipt of your rebuttal to our response submitted as a reply to your original complaint.
Your original complaint is copied below:
I sent my 1 1/2 year old [redacted] computer July 18, 2014 to be fixed under their service warranty program. ASURION returned it to me having the exact and same problems they were to fix. I sent it out AGAIN, second day delivery, for Aug 9th. Today Aug 18th I am told "the service department requested parts on Aug. 14th". I called an operators' advise me they "send e-mails" to the service department and will "get back to me". This company services [redacted]'[redacted] product purchases. I will never buy anything with Asurion Warranty Coverage again. Someone out there can get their business away from them by starting a new company. HORRIBLE SERVICE NO REPAIRS WASTE 0F TIME & MONEY. Product_Or_Service: [redacted] April 2012 Order_Number: [redacted]'s 3 yr & Plus ad Account_Number:SR[redacted]
Our reply to your complaint is summarized below:
A review of your service history revealed your computer was repaired and returned to you July 29, 2014. You contacted N.E.W. upon receiving the computer to inform us the same problems remained. A second service request was approved with service center receiving your computer August 11, 2014. Parts were required to complete the repair which occurred August 20, 2014. We mentioned service repairs and [redacted] deliveries do not occur on weekends. Because of this, and parts being unavailable, the repair took longer than N.E.W. would have preferred.
Your rebuttal statement is copied below:
You were notified about the screen sizing problem from the start. I am looking at the copy of the complaint with the mailing label. You did not work on it for 3 days after you received it. It was sent it back and not repaired for either the screen sizing problem NOR the key board issues the first time.You did fix the key board issue with the exception it did not work with the new key board you sent but I had to fumble around with the old one and finally got that one to work. The machine now makes a grinding noise intermittently and it never did before also there is a hum in the back ground when the machine is in use too.
I spoke with you Tuesday September 30, 2014. I apologized that your experience has been less than satisfactory. I stated as your issue has been unresolved approaching four months and you continue to have issues with your computer, as a goodwill gesture, I would like to offer to provide a resolution in the form of a reimbursement of the purchase price you paid for the computer. You accepted the offer. The reimbursement has been approved and will be forwarded to you via overnight delivery once it has been issued.
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

July 9, 2014
0in 0in 0pt" class="MsoNormal"> 
[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 Statement of the Problem filed with the Revdex.com is copied below.
 
I purchased a cell phone through [redacted] Straight talk and bought the product care policy. The phone was dropped and broken. I contacted the provider and they had me return the phone plus a $50 service fee on products over x amount of dollars. I mailed the check on May 27 and the phone on June 3 because I knew the check would need to process. On June 10, the check cleared my account, but I have recieved no replacement product or refund. I have contacted the company 4 times in the last 15 days and no one can help. They continue to ask for more time. They acknowledge they have the phone and the $50. However, they can't explain to me why they are not replacing or issueing a gift card. When I ask again this morning, they said it was an IT issue and they were aware of it, they just needed a few more days. Their policy has a 3 day turn around after all conditions have been met. Conditions were met on June 10.
 
Your statement of the Desired Outcome/Settlement is as follows:
 
Either replace the product or issue a gift card for me to go and replace at [redacted] as per their policy.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed N.E.W. was contacted April 27, 2014 regarding an issue with your cellular phone. A prepaid shipping label was forwarded to your e-mail address so that you could send the cellular phone to a service center. You were advised that if the same make and model of cellular phone was unavailable that you would be reimbursed for the purchase price of the cellular phone. The reimbursement would be issued within 24 – 72 hours after the cellular phone had been received and inspected. The tracking number for your UPS return label indicates the cellular phone was received at N.E.W. on June 3rd, 2014. On June 11, 2014 you contacted N.E.W. to inquire on the status of the reimbursement stating the check for the service fee you were required to submit cleared your bank the previous day. You were advised the check was still in “deposit status” in our system and to call back in 24-72 hours. Between June 15 and June 25, 2014 you called back five additional times and on each call you were advised the check was still in “deposit status”.  On June 27, 2014 the claim status was updated to approved. The request to fulfill the reimbursement was submitted the same day.  A technical issue prevented the reimbursement from being completed. The request was resubmitted three additional times. The most recent request has generated an invoice number with today’s date which indicates the reimbursement was successful however when I spoke to you on the morning of July 7th.  You stated you have not yet received the reimbursement. We agreed that I would contact you again to try and confirm the reimbursement via e-gift card had been received. I spoke to you later that afternoon and you stated the e-gift card had been received.  
 
N.E.W. does value your business and we regret that your experience has been less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

Revdex.com:If all goes accordingly to plan, we have reached a resolution.  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

June 23,
2015
 
[redacted]
Amarillo,
TX [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 Asurion did not meet your expectations.
 
N.E.W.
Customer Service Companies, LLC [redacted] its member companies (N.E.W.), is a third party provider of
extended service plans, buyer protection services [redacted] product support programs
that serves more top consumer electronics retailers than any other
provider. Asurion offers retailers [redacted] manufacturers innovative,
customizable solutions for the delivery of customer service [redacted] 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 Xbox
video game system from [redacted] with an extended warranty.  When you had a problem with the console you
submitted it for repair. It was returned to you unrepaired, so you sent it back
for a second time.  The second repair
attempt was also unsuccessful. You returned it to Asurion for a third time only
to receive a phone call a month later advising the unit would not be repaired.  The first explanation was that the [redacted] was
not covered.  You were later advised the
product was damaged [redacted] that was the reason for denial.  No one was able to provide an explanation of
why it took so long to provide you with information that the unit was damaged
or why it was previously returned unrepaired.
 
The desired resolution listed in
your complaint is to have your product repaired.
 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you initiated a claim with N.E.W.
February 18, 2015 for your [redacted] because it was not reading discs or
responding.  It was received at our
service center February 27, 2015 [redacted] marked as repaired on March 4, 2015.  You notified N.E.W. on March 13, 2015 the unit was freezing.  It was received a second time March 23rd
[redacted] marked as repaired the following day [redacted] returned to you.  N.E.W.
received notice from you April 5, 2015 that the unit still had issues playing
discs [redacted] freezing up. It was received a third time April 14, 2015 [redacted] repaired
April 20th with a note that it passed all tests before being
returned to you. On May 5, 2015 you
informed N.E.W. the [redacted] was still
not working.  A reimbursement of the
purchase price paid for the product was initiated under our “no lemon” policy
which states if a product is repaired three times for the same issue [redacted]
requires a fourth repair we will provide a refund of the purchase price.  Upon receiving the item a fourth time, there
was impact damage to the unit.  Photos
provided by the service center confirmed the damage.  Because of the damage that was not there
during the first three repair attempts, the reimbursement of the purchase price
was denied. You disputed there was damage to the unit when you sent it to N.E.W. the final time. A resolution
specialist spoke with you [redacted] agreed to provide a reimbursement of the purchase
price for customer satisfaction. A check in the amount of $541.25 was issued
June 15, 2015.  If you have not received
the check upon the receipt of this letter please contact me directly 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 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

February 20, 2014
11pt;">
[redacted]
[redacted]
Case # [redacted]
**. [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider.  N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com, you purchased a [redacted] printer on September 5, 2013 with a two year extended warranty with the understanding if something went wrong or if it failed to work, the price of the printer would be reimbursed in full. You state that on February 1, 2014 the printer began shredding paper, would not feed correctly, and made horrific noise. You specifically mention that the problem was “totally out of the blue” with no liquids having been spilled on the printer, the printer having not been dropped, kicked, or shaken in any way. You were advised the extended plan did not cover your issues and you would need to contact the manufacturer for repairs.
The desired resolution listed in your complaint is to receive the full purchase price of both the printer, and the extended warranty plus taxes.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you purchased a printer September 5, 2013 at [redacted] with an extended two year replacement plan. You contacted N.E.W. on February 1, 2014 to report a problem with your printer. After describing the problems with your printer, you were advised to contact the manufacturer for the necessary repairs.
Each [redacted] printer comes with a one year manufacturer’s warranty that provides a repair or replacement for a product which is deemed to be malfunctioning, meaning it is not working properly but has sustained no physical damage. The manufacturer’s warranty does not cost an additional amount to the printer itself. It is provided to you by the manufacturer. You purchased the printer on September 5, 2013 which means that your manufacturer’s warranty is in effect until September 4, 2014.
In the terms and conditions of the replacement plan under What Is Covered in the section titled For All Other Service and Replacement plans (which means for plans not including desktop or laptop computers, [redacted], Video Game Software/CD/DVD, or prepaid phone plans) you will find the following:
The term of this Plan coverage begins immediately following the expiration of the manufacturer’s warranty and remains in effect for a period of two years, unless cancelled or fulfilled pursuant to the provisions herein.
Also under What Is Covered in the section Manufacturer’s Responsibility you will read:
Parts and services covered during the manufacturer’s warranty period are the sole responsibility of the manufacturer.
As you purchased the printer less than a year ago and stated it has sustained no physical damage, it is still eligible for repair or replacement via the manufacturer’s warranty. The toll free number for [redacted] support is ###-###-####. We value you as a customer and regret that your experience was less than satisfactory, however we are unable to fulfill your request to refund the purchase price for the printer and extended replacement 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,
[redacted]
Compliance Coordinator
[redacted]  
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

April 30, 2014
Roman" size="3"> 
[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 clothes washer and dryer from [redacted] with an extended warranty in July of 2009. The washer and dryer have been serviced going on five times. You’ve had issues with the scheduling and will often need to schedule the washer and dryer at the same time due to both having issues. On two occasions with two different repair companies, the service technician stated they had no record of being advised they needed to check both appliances. You contacted [redacted] and asked if the washer and dryer qualified for a reimbursement as the problem had not been corrected.  N.E.W. followed up with you and advised your appliances did not qualify for reimbursement. You later learned that to qualify for a reimbursement a product must be serviced a total of three times for the same issue. An N.E.W. customer service representative advised you the washer had only been serviced once and the dryer twice. You dispute this information and state that you can call both [redacted]’s Appliance Parts & Service, and [redacted] Factory Service to obtain their records of providing service to you.
 
The desired resolution listed in your complaint is to receive a credit to [redacted] so you can get a washer and dryer that work properly.
 
A review of your service history for the replacement plans you purchased has been completed. After speaking with [redacted]’s Appliance Parts & Service, and [redacted] Factory Service we confirmed that two repairs attempts have been completed to both your washer and dryer separately. We also confirmed that at the time you submitted your complaint to the Revdex.com that there were open service requests for both your washer and dryer for the same recurring problems. I spoke with you regarding your experience and the difficulties you’ve had obtaining the previous service repairs. You specifically mentioned an appointment that was canceled less than an hour before it was to occur, an appointment where it was noted that two technicians would be required with only one arriving, and one request to also have your husband be present and able to assist. In the interest of customer satisfaction and goodwill a decision was made that we would make an exception to the guideline stating that three service repair attempts must be completed before a buyout could be approved. I stated that you could either follow through with the open service requests with the hopes that the third repair to each appliance would be successful, or that we could proceed with the buyout and reimburse you the purchase price you paid for the washer and dryer including sales tax. The service request was initiated however when it was determined that parts would be required again causing further delay you contacted me and requested the buyout offer. I agreed to submit the request which has been approved. You will receive two separate checks, one for the washer and one for the dryer. Reimbursements usually take seven to ten business days to process. Once issued, we will overnight the checks to you.
 
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

December
22, 2014
[redacted]
Raytown,
MO [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:
“I purchased a ** Notebook [redacted]
Laptop computer. I have sent to be repaired 4 times. Sending it for 5th.
Doesn't work.Barely year old. Sent computer to be repaired 4 times. Motherbard
damage caused other damage. It doesn't work correctly.”
The
desired resolution listed in your complaint is to receive a replacement or a
refund for your laptop computer.
A
review of your service history for the service plan you purchased has been
completed. The research revealed multiple service requests for your laptop
between May 2014 and December 2014.
We
spoke on December 18, 2014 and I apologized for any inconvenience you may have
been caused. I offered to reimburse you for the purchase price of your laptop
plus tax under the “No Lemon” guideline of the terms and conditions of the
service plan you purchased. This was provided due to the multiple repairs
provided that never resulted in your laptop working properly. Your
reimbursement should be forth coming by Friday, December 26th. When
asked you had no additional concerns or unanswered questions.
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].com
P
###-###-#### | F ###-###-#### | www.asurion.com

October 28, 2014

face="Times New Roman">
[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] steam carpet cleaner with a three year extended service plan from [redacted] in August 2013. You were advised at the time of purchase that if any issues arose a service technician would visit your home to repair the product.  On September 15, 2014 you initiated a claim with N.E.W. due to the carpet cleaner not functioning properly. After you were advised there were no service providers in your area available to perform the repair, you were asked to ship the cleaner to a service center located more than one thousand miles away in the state of New York. You rejected these instructions stating the item was too large and bulky.
The desired resolution listed in your complaint is to receive a replacement product or a refund of the purchase price paid for the product so you could buy another.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed the statements in your complaint are accurate. I attempted to contact you twice to discuss your concerns and to offer a resolution that may be satisfactory to both parties. I was unable to reach you but left voicemail messages with a request to call me directly at ###-###-####.  As of the writing of this letter I have not heard from you. If you prefer, you may reach me by e-mail at kp[redacted]@asurion.com. We at N.E.W. regret your experience was less than satisfactory. You remain welcome to contact me either by phone at the number below or by e-mail to discuss a resolution. 
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
kp[redacted]@asurion.com      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

On Tue, Apr 1, 2014 at 1:38 PM, [redacted] <[redacted]> wrote:
To whom it may concern,
 
Johnstone Supply is a wholesale supplier and sell to licensed contractors who actually do the service and install work for...

the end user ([redacted]).  Therefore his complaint should be with the installing contractor who we sold to.  [redacted] either couldn't or didn't want to pursue the normal procedures of getting his complaint resolved with the contractor that he hired and is now trying to put the fault on us.  We explained this procedure to [redacted] and even offered to help him resolve this matter by making contact calls with the manufacturer who tried to resolve by sending replacement parts that were thought to be the problem.  We even gave him access to another contractor that would try to help him resolve the matter.  Finally offering to refund his money for the unit allowing him to go to another contractor and try again.  Apparently that wasn't enough and has complained to you (Revdex.com) as well as our corporate office.  We feel that we've gone above and beyond for [redacted] although his normal sequence to resolve his complaint should be through the installing contractor who he hired to install this unit.  
If there is any additional questions feel free to contact me back, my email is [redacted] and my phone number is shown below on my signature. Thank you. 
A few corrections,
Product: [redacted]
Purchase Date: 09/10/2013
Purchase Price: $820.00 (this is the amount that the contractor pay for to us)
 
 
 
Thank You,

Sales Manager
Description: johnstone
Pho [redacted] 
Fax [redacted]