Johnstone Supply

January 13, [redacted] Grovetown, GA [redacted] Case # [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives 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 protection Plan administered by N.E.W for a [redacted] tabletYou attempted to send the tablet to N.E.Wvia [redacted] on December 20, using a prepaid shipping label N.E.Wprovided to youYou state that you were advised upon [redacted] scanning the return label “it” would go throughYou contacted N.E.Wfor the next several days in an effort to determine the status of the reimbursementEach time you were advised you would receive it after you ended the callYou later spoke with a supervisor who informed you the tablet had not been received although your understanding was it was received on December 21, As of January 12, you still had not received the reimbursement as expected The desired resolution listed in your complaint is to receive your money back as well as additional money for the replacement product you purchased A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Wto submit a claim for your tablet December 19, N.E.Wprovided you with a prepaid return [redacted] shipping label with the tracking # [redacted] which was sent to your e-mail addressThe next contact we had with you was December 24, when you called to inquire on the status of the reimbursementYou were advised there was no record of the tablet being received, and that if we could confirm the tracking number indicated the item was in transit we would assist youThe [redacted] tracking number confirms the tablet was received at our service center December 29, and checked in the following day December 30, On December a gift card for the full purchase price including sales tax was approved and invoiced We are unable to confirm you received this gift cardA request to resend the gift card to the e-mail address you provided the Revdex.com was submitted just before we received your complaint today January 13, A corporate resolution specialist named Alaina attempted to reach you to address your concerns and confirm you received the e-gift cardShe left a voicemail message with her contact information and advised she will follow up with you to ensure the reimbursement has been received I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: ***, Again your position is not based on facts and you have not provided any evidence to back up you determination Apple's warranty and or policies are not relevant in this discussion You state that the plan in question does cover damage caused by wear and tear and damaged caused by defective materials or componentsPlease identify the discovery questions asked by NEW and my given answers that clearly identify the cause of the damaged pins Regards, [redacted]

September 5, [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is copied below Purchased a tread mill from [redacted] [redacted] brand purchased AugPurchased extended warrantyHas contacted warranty company after a technician evaluated it and said that it would cost more to fix than to replaceThe company sent a letter that said, within ten business days, you will receive a check $Called them every ten days for about six times 9th, 14, ten days after that and then ten days after thatThe company said that they have sent itTen days later they said that they didn't send it yetTen days later they said it had been cashedHe told them that he did not get it or cash itThey told him they would send an affidavit for him to take to the policeHe waited ten days and he did not get itHe called and they said they would send it againHe said enough is enoughI want my refund The desired resolution listed in your complaint is to receive the reimbursement check A review of your service history for the replacement plan you purchased has been completedThe research revealed you submitted a request June 2, for an in-home repair of a treadmill that was purchased at [redacted] It was determined that the repair of the equipment would be more costly than the original purchase priceA request to reimburse you the full purchase price paid for the treadmill including sales tax was submitted June 23rd, On July 14, you contacted N.E.Wto inform us you had not received the checkA request to reissue the check was submitted, however it was denied as our records indicated the original check cleared our bank on July 2, A request to obtain photos of the check confirming its status was issued however, there is no indication the photos were ever received On September 3, you contacted N.E.Wto inform us you discovered the check had been delivered to your landlord, cashed, and applied to your rent You indicated no further action is required I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 Grassmere Park, Nashville, TN

January 14, [redacted] Mora, MN [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below You submitted a claim with N.E.Wfor a [redacted] tablet on November 17, You sent the laptop to our service center and received an e-mail November 21, stating a reimbursement of the purchase price via gift card would be issued within – business daysDuring the second week of December you contacted N.E.Wto state you had not yet received the reimbursementA customer service representative advised you a gift card had been issued, but that he would submit a request to reissueA supervisor informed you a stop payment for the gift card would have to be completed before a reissue request could be submitted and that the stop payment could not be requested until December 12, The desired resolution listed in your complaint is a reimbursement of the purchase price paid for the laptop in the form of a check, not a gift card to [redacted] *** A review of your service history for the replacement plan you purchased has been completedThe research revealed your laptop was received and scanned at our service center November 24, A reimbursement of the purchase price was issued the following day via an [redacted] gift card and mailed to you through the U.SPostal ServiceYou notified N.E.Won December 9, that the gift card had not been received On December 22, a request to stop payment on the gift card was issuedThe stop payment was completed December 26, A reimbursement check was issued December 31, with a request to overnight it to the address listed at the top of this letterI spoke with you and confirmed the reimbursement had been receivedI apologized for such a poor experience stating this is certainly not typical of the customer service we strive to provide on a daily basisYou informed me that due to your experience you would no longer conduct business with [redacted] or N.E.W We certainly regret losing you as a customer and hope in the future we might have a chance to regain your businessI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN

December 11, [redacted] Richmond, VA [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding 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 pair of [redacted] headphones at [redacted] with an extended warrantyYou contacted Asurion November 17, to submit a claim because they were broken at the hinge causing the sound not to work on the same sideYou were advised physical damage is not coveredYour response was that you feel the damage was caused due to wear and tear which is covered The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the headphones or a replacement A review of your service history for the replacement plan you purchased has been completedThe research revealed there were no notes in our service history reflecting a request to repair your headphones I attempted to reach you at both phone numbers we have available for youI was unable to speak with you but left voicemail messages at each number requesting that you call me at your convenience to discuss your concernsI would like an opportunity to assist you, and try to provide a resolution that will be acceptable to all partiesPlease call my direct number at ###-###-#### or contact me via e-mail at ***@asurion.com if that is easier for youI look forward to hearing from you I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 ***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

April 7, 0in 0in 0pt"> [redacted] Case # [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Middle Tennessee, Incunder the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you purchased an ***from [redacted] with an extended warrantyYou submitted a claim with N.E.Wwhen the [redacted] no longer worked properlyAfter the [redacted] was determined to be unrepairable you were advised you would receive a refund of the purchase price you paid in the form of an e-gift card sent to your e-mail addressA week passed without receiving the e-gift cardYou then contacted N.E.Wand were told a second request to send an e-gift card to you would be submittedAnother week passed without the e-gift cardYou contacted N.E.W a third time and were advised a computer issue was preventing the e-check from reaching youYou requested to have a check mailed to youYou waited two weeks to receive the check without successWhen you contacted N.E.Wa fourth time, a supervisor stated to you the check had been mailed the day prior The desired resolution listed in your complaint is to receive your refund check as soon as possible A review of your service history for the replacement plan you purchased has been completedThe research revealed that N.E.Wreceived your [redacted] for repair on February 27, On March 3, it was determined that your [redacted] was unrepairable due to a lack of availability of necessary partsA buyout in the form of an e-gift card was approved on March 5, and issued the following dayA second e-gift card was approved March 13, after you did not receive the first oneOn March 18, you contacted N.E.Wto inform us that you still had not received the e-gift card and requested a check be mailed insteadThe check request was submitted March 18, and issued March 28, The [redacted] website confirms the check was delivered to your address on April 1, I attempted to contact you on April 3rd and 4th last week to confirm you did in fact receive the check and apologize to you that your experience was less than satisfactory N.E.Wshould have determined the e-gift card was undeliverable after the first attempt and then issued a check at that time If you have not received the reimbursement check as [redacted] indicates, please contact me at your earliest convenience so that we may investigate the status of the check I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 Grassmere Park, Nashville, TN

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Wow really, [redacted] tablets plus plans were purchased on may 16th I guess Y'all can't do your jobs either Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:they didn't do what they were supposed to do in the first place and don't want to honor their garbage work done that is substandard and not what I WASTED on to get half way done work and the work that was done like the keys that are a joke was poorly done and theyre just out to rip people offI will have to let the [redacted] know about this company and the horrible business practices that rip off and abuse their customersthere is no excuse to not stand behind their work unless they're intentionally committing FRAUD thards, [redacted]

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

May 7, face="Times New Roman" size="3"> [redacted] Case # [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives 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 two tablets for your children at [redacted] with a replacement plan for eachYou were advised that if anything happened to your tablets the plan would provide a replacement tablet to you once approvedWhen you submitted claims for each of the tablets you were advised there were no tablets available for replacement and that you would receive a check insteadYou stated you preferred to wait for replacement tablets to become available but were told N.E.Wnever provided replacements only a reimbursementThe issue with the reimbursement is that it only provides for the amount you paid at the time of purchaseThe same tablet now retails for $more than when you purchased it in The desired resolution listed in your complaint is to receive a replacement, not a refund A review of your service history for the replacement plan you purchased has been completedThe research revealed claims have been submitted for two tablets you purchased at [redacted] Prepaid shipping labels were provided to you and we have confirmed they are in route to N.E.W A check will be issued to you for the purchase price paid including sales tax A decision was made to provide a [redacted] gift card to you in the amount of $as a goodwill gestureThis will provide the difference between the purchase price you paid and the current retail price for the same tabletYou submitted claims for two tablets which now retail for $more than when you purchased them in The reimbursement for each tablet has been approvedI spoke with you April 29, and apologized for a less than satisfactory experienceI informed you of the decision to send a gift card which you accepted with appreciationI confirmed your mailing address to which the gift card should be sentIf you have not received it within -business days please contact me at the phone number below 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 ###-###-#### v

June 11, [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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding 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; N.E.Wdid not try to replace an [redacted] tablet you purchased at an [redacted] location in ***, TXYou filed a claim for your tablet which has a cracked screenYou spoke with a customer service representative who explained the claim process and how to return the damaged tabletHe also informed you that you would receive a reimbursement in the form of a gift card to [redacted] in the amount of the purchase price excluding sales taxYou informed the customer service representative that you did not want a reimbursement but instead preferred a replacement of your tabletYou mention the pamphlet states the covered product will be repaired or replaced at no additional cost and that we may fulfill the claim with a new, remanufactured or refurbished product with similar features and functionalityYou also write that N.E.Wwill repair or replace the product with a new or re-manufactured product of like kind and quality that performs to the factory specifications of the original product or provide you with an [redacted] gift card or check with a value equivalent to the original purchase price excluding sales taxYou asked to speak with a supervisor and informed him that pamphlet states several times the product will be repaired or replaced, but only once does it mention a reimbursement by gift card or check The desired resolution listed in your complaint is to have your son’s tablet replaced A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WMay 15, to submit a claim for a damaged [redacted] tabletA return shipping label was forwarded to your e-mail address so that you could send the tablet to N.E.Wper the terms of the planYou requested to speak with a supervisorYou advised him you did not agree with the reimbursement method and ended the callUnder the section of the terms and conditions labeled What Is Covered for Electronics and Computers/Laptops you will read: We (N.E.W.) will repair or replace the product with a new or remanufactured product of like kind and quality that performs to the factory specifications of the original product or provide you with an [redacted] gift card or check, with a value equivalent to the original purchase price, excluding sales taxWe (N.E.W.) may replace your product or we may at our discretion issue you an [redacted] gift card or check for the original purchase price of that product excluding taxes as indicated on your sales receipt I would also direct you to the section of the terms and conditions labeled Limit of LiabilityThere you will find the following: For any single claim, the limit of liability under this Plan is the least of 1) authorized repairs, 2) replacement with a product of like kind and quality that performs to the factory specifications of the original product, 3) reimbursement for authorized repairs or replacement of your product, or 4) the price that you paid for the product (excluding sales tax and any delivery charge)The total liability under this Plan is the purchase price you paid for the product, excluding sales tax; in the event that the total of all repairs exceeds the purchase price you paid for the product, excluding sales tax, or we reimburse you for a product with another product, we shall have satisfied all of our obligations under this Plan To fulfill a claim N.E.Wreserves the right to repair, replace, or provide a reimbursement of the purchase price for a product registered with us We value you as a customer and regret that your experience has been less than satisfactory; however our decision to fulfill your claim via reimbursement remains unchangedOnce N.E.Whas received your damaged tablet a gift card will be forwarded to you that you may use at any [redacted] store location or online at [redacted] .com to purchase a new tablet I attempted to contact you twice to discuss your concerns leaving a voicemail each timeI have not heard back from you however you remain welcome to call me at ###-###-#### I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 Grassmere Park, Nashville, TN

December 12, N.E.Wis in receipt of your rebuttal to our reply letter regarding your complaint that was submitted to the Revdex.comYour original complaint is summarized again belowYou purchased a [redacted] computer from [redacted] in May of with a year service plan (which is effective after the expiration of the manufacturer’s warranty)The sales representative indicated to you and the plan documents state that “except for power surge and coverage for accidental damage from handling, which begins on the date You purchase Your Covered Product, coverage is effective upon expiration of the manufacturer’s parts and labor warranties.” [redacted] warrantied your product for yearSo your computer should be covered through May of When you submitted a claim you were advised your coverage had expired.Our response to your complaint is summarized belowThe service Plan with N.E.Wbegins on the date of purchaseDuring the first twelve months of the Plan, the Plan provides protection against accidental damage from handling (ADH) or damage that occurs due to a power surgeThis is protection not provided by the manufacturer’s warrantyAfter the first twelve months and for the next two years the Plan continues to provide most of the manufacturer’s warranty benefits as well as the additional benefits listed within the Plan’s terms and conditions.Your rebuttal statement is copied belowI am rejecting this response because: The company is claiming that what the contract states is not accurate and although I have my "max-assurance" contract in my hand and it states "Except for power surge and coverage for accidental damage from handling, which begins on the date you purchase your covered product, coverage is effective upon expiration of the manufacturers parts and labor warranties." They claim they are not liable because my coverage started on the day I purchased my product and therefore had expiredYour understanding of the start date of the Plan is incorrectThe Plan began on the date you purchased your computer May 9, 2011, not one year after the date of purchaseIt was in effect for a total of three years or monthsFor the first year or twelve months of the Plan, the Plan provided protection for accidental damage from handling (ADH) and power surgesPower surges are more likely to occur during thunderstormsThe remaining term of the Plan during years and 3, or months thru 36, the Plan continued to provide most of the benefits that the manufacturer’s warranty provided in addition to other benefits listed within the terms and conditions of the PlanYour Plan began on May 9, and was in effect for a total of three yearsIt expired May 8, You copied the terms of the Plan in your rebuttal which correctly states that coverage for power surge and ADH begins on the date of purchaseFor clarity –1) Your Plan began May 9, and provided protection through May 8, for problems caused due to ADH and power surges onlyMalfunctions during this time period would have been addressed by the manufacturer ***2) Beginning May 8, and lasting until May 8, your Plan continued to provide coverage for ADH and power surges as well as other benefits no longer provided by the manufacturer’s warranty3) Your Plan began May 9, and lasted for a total of three years or months, expiring on May 8, As I stated in my original reply letter, we appreciate your business and regret a misunderstanding of the duration of the Plan occurredYou remain welcome to contact me directly if you would like to discuss your concerns furtherRegards,Ken P***Compliance Coordinator

This customer came in with an old obsolete control that there was not a new direct cross toWe NEVER diagnose over the counter as this is not possible especially with old controls and a customer who is not a technician but says he has one to call after he gets the partWithout a direct cross we suggested his technician call us so we could verify certain specsSince we were not able to speak with his technician, we told him to be sure his contractor contacts us BEFORE installing this control because as an electrical item, it is not returnable if usedThe customer did NOT call his technician but decided to replace the part on his own, ( I would only assume to save a service call by his technician)and in doing so burned out his gas valve because it was not the correct controlI believe if his technician came to install the part as he said, that it would have been immediately noticed by the trained technician that a different control was neededHe only called the technician after he attempted the change himself and caused the problemsIf he called the technician first and he said it was the wrong part BEFORE he installed it, he could have brought it back for return or exchangeBut not after he installed it

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have also received the gift card reimbursement Regards, [redacted]

February 28, [redacted] Case # [redacted] ** [redacted] , N.E.Wis in receipt of your rebuttal dated February 21, You dispute our position that bent or broken pins on an [redacted] are not the results of defects in materials or due to wear and tear, but are due to accident or misuse even if unintentionalYou feel this decision is not due to material factsYou go on to state that an accurate diagnosis of the actual cause of damage cannot be determined without a root cause analysis of the deviceYou also state we did not provide a response to your statement that N.E.Wdoes not have a process in place to determine the root cause of mechanical failures and that if we do you would like a written copy N.E.Wstands by the position that bent or broken pins are considered damage caused by accident or misuse, unintentional or notWhen we asked discovery questions about the problems with your device, you provided the information that the pins were bent or brokenA root cause analysis of your device is not required because damage is not a covered perilI refer you again to the terms and conditions of the extended planUnder the section, “What is Not Covered” item #you will read: What is Not Covered: #3) Damage from accident, abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications or alterations N.E.Wdoes value you as a customer and regrets that your experience has been less than satisfactory, however we remain unable to submit a claim for your [redacted] based upon the information provided Regards, [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

September 26, [redacted] Case # [redacted] [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Middle Tennessee under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding 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] laptop at [redacted] with an extended service plan provided through N.E.W You contacted N.E.Won September 9, to request a service repairA representative advised you the service request would be authorized as the plan was in effect until May 29, You confirmed this when viewing your information on our websiteWhen you were transferred to a service technician to troubleshoot the problem you were advised the plan was no longer in effect and had expired May 29, The explanation provided to you was that N.E.Wmanually entered the incorrect expiration date when registering your product, and that we were required to change it to the date that should have been entered originallyThe expiration date was changed in our system while you were on the phone with us requesting service The desired resolution listed in your complaint is to have the service contract reinstated to the original expiration date A review of your history for the service plan you purchased has been completedThe research revealed that you first contacted N.E.Wregarding an issue with your laptop in April You were referred to the manufacturer who resolved the problem at that timeThe error with the incorrect expiration date in our system could have and should have been identified at that timeIt was notYou then contacted N.E.WSeptember 9, to request service for your laptopBoth our website and an N.E.Wrepresentative confirmed the expiration date of your service plan as May 29, It was not until you needed to utilize the service plan and spoke with a technician were you advised a mistake on our part had occurredWe acknowledged the mistake was our fault, yet we still would not fulfill the service agreement We spoke the afternoon of September 16, I stated you should not be punished for an error that we created and that we could have identified much soonerAs such, I offered to provide you a reimbursement of the full purchase price paid for the laptop including sales tax which you acceptedI 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.WIf 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 Grassmere Park, Nashville, TN

June 20, 0in 0in 0pt"> [redacted] *** [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding 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 sent your [redacted] to N.E.Won three different occasions for the same issueAfter having it returned to you March 17, the same problem remainsYou were advised the extended plan expired in February and no longer qualifies for service The desired resolution listed in your complaint is to receive a repair or replacement of the *** A review of your service history for the replacement plan you purchased has been completedThe research revealed that N.E.Wattempted to repair your [redacted] on three occasionsThese repairs were marked as complete in August 2013, February 2014, and March of While the final repair did occur after the expiration of your extended warranty, because we performed service on your [redacted] it should be considered a third repair which was unsuccessfulAs such we feel it is appropriate to utilize the “no lemon” policy and provide a reimbursement of the purchase price to youI attempted to contact you on three occasions leaving a voicemail message each time with my name and phone numberTo date I have not heard from youIf you would like to accept our offer to reimburse you for the price of the [redacted] please contact me directly at ###-###-#### or by e-mail at [redacted] I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf 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 Grassmere Park, Nashville, TN

We purchased a year warranty plan at T [redacted] for our V [redacted] TVThe purchase price of the TV was $and the warranty was an additional $When the screen went out on our tv we filed an online claim through A [redacted] That claim application requested the best time of day for me to have my tv servicedI provided that info, recieved confirmation that my "repair service" was scheduled, then rearranged my schedule to accomodate the service windowInstead of a service repair man, I recieve a call from Service Center Team, incinforming me that they needed me to repeat all of the part numbers and codes for my tv, which I had already provided to A [redacted] , before they could begin my claimService Center Team, A [redacted] 's servicing company, was rude and unprofessionalIt then took an additional weeks to order parts and schedule a local service repair man to service the TVThe local repair man was very nice, but when he took the tv apart he discovered that Service Center Team had ordered the wrong partsAfter another two weeks I was then informed that the TV was not repairable and that I would be recieving reimbursmentTo top it off, upon reimbursment I discover that my sales tax will not be reimbursedAfter dealing with T***, A [redacted] ,Service Center Team, inc., and a local repair man, being without a TV for more than weeks, being out the cost of the $warranty and the $sales tax, and the stress of dealing with the entire thing, I realize that I could have just taken the TV to the local repair shop and had it repaired for around the $I lost to this terrible conglomerate of corporations, none of which showed any concern over my dissatisfaction or took any responsibilty for the issues I encounteredI will never purchase extended warranty services again

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

June 16, [redacted] Houston, TX [redacted] Case # [redacted] On behalf of Asurion, please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Service PlansInc (Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, on November 26th your wife purchased a 60” [redacted] television from [redacted] .com During the month of March, while moving the television, it flipped over and sustained a cracked screenYou contacted Asurion to submit a claimThe representative you spoke with advised physical damage is not covered and denied the claim Your position is because our pamphlet states both “We cover a wide range of products” and “featuring damages like drop and cracked screen” that televisions are a covered item that your claim should be approved The desired resolution listed in your complaint is to receive either a replacement television or have yours repaired A review of your service history for the plan you purchased has been completedThe research revealed no claim or registration notes for a television could be located utilizing the contact information you provided in your complaintThe information you described receiving from our representative is accurate however Our Plans do not provide coverage for televisions that have sustained accidental damage such as yours has The terms and conditions of our Plans are available for viewing on the [redacted] .com website Item #in the section of the terms and conditions labeled What is Not Covered reads as follows: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS (UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH ALTERED OR MISSING SERIAL NUMBERS In your complaint, you make a reference to our pamphlet, stating there is a sentence which reads “featuring damages like drop and cracked screen” The statement which can be found on our pamphlet for [redacted] customers in fact reads as: We protect your products from failures due to - Drops, spills, and cracked screens on portable electronics, laptops, and tablets, and scratches on discs - Mechanical and electrical failures including those due to wear and tear - Defects in materials and workmanship, and failures caused by power surge To summarize, Asurion only provides Accidental Damage from Handling (ADH) coverage for portable electronics (tablets, laptop computers, cellular phones, etc.), CDs and DVDs As you were unable to utilize the Plan purchased for your television we are willing to cancel the Plan if you desire, and provide a reimbursement of the purchase price paid for the Plan If this would be a satisfactory resolution to you, please contact me at the phone number below or by e-mail at ***@asurion.com I hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN