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Johnstone Supply Reviews (563)

January
22, 2015
[redacted]
Elverta,
CA 95626
Complaint
ID#[redacted]
Dear
Mr. [redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC & Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider.  N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you stated the
following:
”I
purchased a [redacted] TV from [redacted] in July, 2013, at which time I also purchased
the extended warranty through [redacted] Protection Plan serviced by Asurion. In
November 2014, the HDMI connection burned out and Asurion was contacted and
sent their repairman out. He did not know how to repair a [redacted] TV and after
several attempts (which included several calls to the [redacted] technical support),
he still could not fix the problem. He stated several times, he had never
worked on or even heard of [redacted] before, and that he had just started working
for this company a month ago. He took the TV apart one final time, which he
took the back completely off, leaving the screen unstable. He plugged the TV in
and HE lifted the corner of the TV, at which time a crackling sound was heard.
The repairman then said to my son, "Oh, I hope that wasn't from me."
My son was standing there and wasn't even touching the TV, just watching. My
son was disturbed at the way the repairman was doing the job. When the TV was
turned on, the screen on the corner where he lifted the tv up, was cracked. At
that time, he left. My son and daughter started dealing with the coverage plan,
Asurion, over getting the TV replaced, and was told that they were taking the
side of the repairman, who lied to keep his job, I believe. I am recovering
from a throat surgery and cannot speak. My family has dealt with Asurion
several times, and they are not fixing the set that their employee broke. We
called to have the HDMI fixed, and by the end of it, my TV set is no longer
good. It was the repairman's fault. We have given the company ample time and
opportunity to resolve this problem, and they refuse to.”
The
desired resolution listed in your complaint was:
I
would like for Asurion to replace the [redacted] TV that their repairman broke with
a new TV, and [redacted] should not push customers to buy extended warranties from
this company since they do not honor it.
A
review of your service history for the service plan you purchased has been
completed. The research revealed a service request initiated for your
television on November 23rd. A technician was dispatched to service
your television on November 26th. Please note, we only dispatch
techs that are certified by the manufacturer.
Calls
were received from you on December 5th, 8th, 10th
and 26th. Notes in your service request that indicate you were
calling about the technician who serviced your television cracking the screen.
You were advised that the technician provided N.E.W. with information that your television’s screen was cracked
when he arrived and you should contact the service center directly.      
We
spoke on January 20th and I advise you a decision was made to
reimburse you for your television for customer satisfaction. This reimbursement
was provided due to our not being able to validate who caused the damage to the
television. Your reimbursement check should be received in 5 to 7 business
days at the address listed in your complaint. When asked you had no additional
concerns or 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]
P
###-###-#### | F ###-###-#### | www.asurion.com

February 27, 2015
[redacted]
[redacted]
Charlotte, NC [redacted]
Case # [redacted]
[redacted]
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com,
N.E.W. failed to respond to repeated phone call requests to speak with
management regarding a television that was damaged in transit by [redacted].
The desired resolution listed in
your complaint is to receive a replacement television or a reimbursement of the
purchase price including the cost of the Service Plan.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a service repair for your television was completed January 16, 2015.
The television was returned to you, however it was received with damage caused
during shipping. The television was returned to the service center with
information a damage claim had been filed with [redacted]. Between February 6, 2015
and February 12, 2015 you requested call backs with status updates. On February
13, 2015 a reimbursement via gift card of the full purchase price paid for the
television was approved and submitted. You informed N.E.W. the following day you wished to receive a check rather than
a gift card. A stop payment request was submitted and a check payable to you
was issued February 20, 2015 to be sent to the address at the top of this
letter. If you have not received the check upon receiving this response to your
complaint please call 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

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>

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

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
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

I've never had an experience like this before. I purchased a warranty program for my Bose Headphones (original price $250) at a local Target store. My headphones developed a strange and very loud rattle inside the right headphone piece. I registered my claim and I spoke with a representative over the phone, who confirmed that this issue would be covered. I mailed my headphones to a repair center, and ten days later I received an email saying my headphones were repaired. I even called to be 100% sure that they successfully repaired my headphones, and the representative confirmed that they successfully repaired my headphones. The headphones returned to me, without any repairs or modifications in anyway.
I immediately called and the representative, who apologized, told me she would send me a new shipping label and that she would have a representative from the repair center call me within three business days. They then snail-mailed a new shipping label instead of emailing it like they did originally. The repair representative did not call after three days, so I called, and the representative told me I was misinformed and that he would call with five days, not three. He did not call after five days. I called again an asked to immediately speak with a supervisor, who told me the repair center representative would call me the next day, he did not call the next day.
I shipped my headphones once again to repair center. The representatives told me that typically when something like this happens, they would send me a new pair altogether. Not only did they not send me a new pair, they once again sent my headphones backed without any repairs.
I've been ripped off before, but I have never I had a company keep pulling my leg and act like they will actually fulfill their promise, and then proceed to screw me over. This is singularly the worst customer experience I have ever had. I have no ability to articulate how unbelievably frustrated with Asurion and N.E.W. Customer Service Companies, LLC.

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

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

[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.

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]

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

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 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

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

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

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

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

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]

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