Johnstone Supply

From: [redacted] < [redacted] >Date: Wed, Mar 4, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" Dear Revdex.com:This email is regarding complaint # [redacted] I would like to inform you that I have received my reimbursement check from Asurion on 3/3/

Honest and reputable companyGood people to do business withGlad I found them over them over the InternetCustomer from Ca

November 6, [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 numberI would like to offer my apology that your experience with N.E.Wdid 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.Woffers 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.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: When the warranty was purchased at [redacted] for the cellphone it was replacement insuranceAsurion wants me pay a replacement feeIt was not a deductible I was told that I would mail my cellphone off to them before a replacement would be issued and a deductible is required The desired resolution listed in your complaint is “replacement my damaged cellphone as the warranty stated” A review of your service history for the replacement plan you purchased has been completedThe research revealed a couple of calls to N.E.Win January and July 2014, but the notes reflect you being directed to contact the manufacturer due to your mobile device still being under the manufacturer’s warranty for the issue you described having with your mobile deviceNo claims were initiated for your mobile device We spoke on October 23rd and I apologized and initiated a claimI explained the service fee requirement and waived the fee as a onetime customer courtesy due to misinformation you were provided at the point of sale and no fee being charged on previous claims A Resolution Specialist named Leigh Ann spoke with you on October 29th and advised she would oversee your claim to completionShe provided you with the time frame for your claim to be completed since the service fee being waived would require your mobile device to be inspected upon arrival before a reimbursement could be issuedLeigh Ann noted your claim that you agreed to the added time it would take for the mobile device to be inspectedThe claim was completed on October 31st and you responded via email that you had received the [redacted] gift card via email for the purchase price of your mobile deviceThis provides the desired resolution listed in your complaint I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I had the pleasure of speaking with and working a solution with [redacted] and she assured me they were working to remedy the reimbursement process for future transactions Her professional candor and sincerity made me feel my business was crucial and she bent over backwards to satisfy my concerns Again, thank you to ** [redacted] for making this process very pleasant! Regards, [redacted]

February 28, [redacted] , [redacted] Case # [redacted] ** [redacted] , N.E.Wis in receipt of your rebuttal dated February 20, According to your letter you rejected our response that the repair centers diagnosis of the problem to your laptop computer was physical damageYou believe it was a malfunctioning issue The technician assigned to service your computer is a highly skilled and experienced employeeWe are confident that if he determined your laptop was damaged due to a hard impact that he had sufficent evidence to make that decisionWe value you as a customer, however we remain unable to fulfill your desired resolution to repair, or replace, or provide a refund for the purchase price you paid Our previous response indcaited that physical damage is not covered under the plan you purchased for your laptop computer If you have questions or would like to speak with me regarding our decision please contact me directly by calling ###-###-#### 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 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 contacted N.E.Wto submit a claim for an awning which had been damaged in a wind stormYou were advised to contact the manufacturer for warranty replacementThe manufacturer did not cover damage from windYour understanding at the time of purchase was the replacement plan from N.E.Wwould cover perils not covered by the manufacturerAn N.E.Wrepresentative approved the claim and instructed you to return the awningUpon receiving the awning N.E.Wwould issue the reimbursementYou received a return shipping label, however the awning was too bulky to be sent, and no further instructions were provided to you The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the awning and the extended warranty A review of your service history for the replacement plan you purchased has been completedThe research revealed you have three awnings purchased at [redacted] that are registered with N.E.W You submitted a claim for one awning that was damaged during a stormAfter you were advised to contact the manufacturer, an N.E.W representative approved the claim, stating you would receive the reimbursement once N.E.Wreceived the damaged awningYou received a return shipping label but no instructions about how to send an item as large as the awningThe reimbursement request was canceled with no further action takenThe representative that advised you needed to return the awning did so in errorThe reimbursement of the purchase price should have been submitted upon claim approval with instructions that you are responsible for disposing of the damaged product I spoke with you September 23, and apologized for a less than satisfactory experienceI stated I would submit the reimbursement request via a check made payable to youThe reimbursement will be for the full purchase price paid for the awning including sales taxI am unable to refund the purchase price paid for the replacement plan, as it is the existence of the replacement plan that allows us to reimburse the price of the awningThe reimbursement check will be sent to you via next business day delivery once it has been issuedI will provide you with status updates as they are made available to me 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

October 28, [redacted] Revdex.com case # [redacted] , On behalf of N.E.W./Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 were to receive a reimbursement check from N.E.Wfor the purchase price paid for a dam***d chairYou have waited almost six months for the reimbursement without success The desired resolution listed in your complaint is to receive a full refund as you were promised A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated April 27, with N.E.Wfor a dam***d chair originally purchased at [redacted] A reimbursement of the purchase price paid for the chair was approved April 29, after pictures of the dam***d product were reviewed Two gift card reimbursements were issued between May 2, and June 11, due to the first reimbursement not being receivedOn August 3, you informed N.E.Wthat you had still not received the gift card reimbursement and that your address had changedA stop payment on the last gift card was initiated and confirmed before a check reimbursement was issued A clerical error on our end also delayed the check being issued in the expected time frame, however we do show a check for the full purchase price amount was issued to you and delivered to the address listed above on October 16, I attempted to contact you to discuss your complaint and confirm you received the checkI was unable to speak with you, but left voicemail mess***s with my name and phone number and a request to call me if you had notAs of the writing of this letter I have not heard 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 [redacted] Regards, Ken P [redacted] Compliance Coordinator kp***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am accepting due to the fact that there is nothing more I can doThe Protection Plan is a SCAM, and rather than correct the situation by replacing with a comparable item, but I have no leverage and must accept their disingenous offer I purchased of these TV's, was damaged due to careless packaging, had dead pixels, and this one was a "Lemon" and probably refurbished improperly shipped and packaged improperly, and most likely damaged due to Reckless disregard for the consumer in the name of scamming monry as fast as possible [redacted] should be ashamed and investigate the company who refurbished these TV's Regards, [redacted]

November 20, [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 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 have purchased two plans from Asurion for your two [redacted] tablets on May 16, It was months before one of your tablets was coveredNow the second one needs to be covered and it’s been three months since you initiated your claim The desired resolution listed in your complaint is to receive a refund for the tablets he purchased and the plans I called the contact number ###-###-#### listed in your complaint on November 10, and left a voicemail message for a return call to discuss your compliantAfter not hearing from you, on November 12th I emailed you to follow up on my voicemail message at [redacted] listed in your complaint As of the date of this letter I have not heard from youIf I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com

February 28, 11pt;"> [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 submitted a repair claim with N.E.Wfor a televisionThe repair company assigned to service your television cancelled your appointment twiceWhen someone arrived to service your television it turned out to be a delivery driver assigned to pick up your televisionYou stated to him that your contract provides for in home serviceThe driver replied to you that if he did not take the television the warranty would have been voided as you refused serviceYou felt you had no other option other than to allow the driver to take the televisionYou requested the driver to drape moving covers over the television, however he simply carried it out down snowy steps and set it in the street while opening the van doorsWhat you expected to be an in home repair had turned into 7-days with no knowledge if the television had been damaged by the driver’s actions The desired resolution listed in your complaint is for N.E.Wto use a satisfactory repair company and for there to better communication between N.E.Wand the service providerSpecifically the service provider should have known your contact provided for in home repair A review of your service history for the replacement plan you purchased has been completedThe research revealed a service request for your television was approved January 25, Two appointments were canceled and then rescheduledOn February 10, a repairman arrived at your home, but rather than perform an in home service he took the television with himYou contacted N.E.Wthe same day to advise us you were unsatisfied with the level of service you had received so far, and wanted to be certain no damage had occurred from the repairman’s handling of your televisionOn February 11, a service history note indicates parts were required to repair your television and the repair center was awaiting those parts to continueThe repair was completed February 12, I attempted to contact you February and 24, to discuss your experience with N.E.WI wanted to apologize to you that your claim experience was less than satisfactoryAfter I was unable to reach you directly I contacted the repair center to inquire about the delivery statusI was advised the television had been repaired and returned to you February 17, You are correct that there should have been better communication between N.E.Wand the repair center assigned to work on your televisionYou should not have been advised that if you refused to allow the driver to take your television the warranty would have been voidedThat was incorrect and I’m sorry you were provided with that informationI want to assure you that N.E.Wwill reach out to [redacted] who was assigned to work on your televisionWe will advise them repair technicians should not be providing information or answering questions regarding the extended warranty without first confirming the information with N.E.W We value you as a customer and again I would like to extend apologies for a less than satisfactory experience 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

April 24, [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.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com on November 21, you purchased a [redacted] mobile device from [redacted] [redacted] with a two year extended protection plan In late January the device sustained liquid damageYou contacted N.E.Wto submit a claim, and were provided with a prepaid return shipping envelopeYou were unaware the mobile device would first need to be sent to N.E.W.’s depot before a reimbursement of the purchase price would be issuedAfter the return label expired you printed a second label from our websiteYou returned the mobile device, but when you followed up with N.E.Wyou were informed it was not receivedYou were advised to forward proof of purchase which you did The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the mobile device A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Whas two separate registrations for mobile devices you purchasedOne registration is for a mobile device purchased at [redacted] .com The second registration is for a mobile device that was purchased at a brick and mortar [redacted] store location The confusion surrounding your claim was due to information being added to the incorrect registration Notes regarding the return shipping label were added to the product registered as having been purchased at a [redacted] store when the notes should have been added to the registration for the product purchased at [redacted] .com If our representative had thought to check the second registration, they would have seen a tracking number which confirmed we received a package from youI spoke with you Monday April 20, I apologized for a less than satisfactory experience and explained what occurred with your claim A request to provide a reimbursement of the purchase price has been approved It is to be sent to the address at the top of this letter via [redacted] certified mail I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator | [redacted] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] ***

April 13, [redacted] Bridgeport, PA [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, N.E.Wfailed to provide a reliable service provider to repair your refrigeratorYour refrigerator broke on March 11, N.E.Wauthorized [redacted] Appliance Repair to service your refrigeratorA technician from [redacted] Appliance Repair made an appointment to service your refrigerator on Thursday March 12, During the appointment the technician determined parts were required to complete the repair and ordered them The technician stated he would contact you Saturday March to schedule the next appointmentAfter you did not receive a call from the technician or service provider you called N.E.W on Sunday March Our representative scheduled an appointment for the following TuesdayOn Tuesday March a technician from [redacted] Appliance called your home and advised your wife he would be out to perform the initial diagnosesThis was confusing as a diagnosis had already been performedYou contacted N.E.Wfor clarificationWhile on the phone with N.E.W., a technician from a different service provider, [redacted] Repair, arrived at your homeThe technician was refused entry as you were unaware of this appointment and because he did not have the parts necessary to complete the repairN.E.Winformed you the original service provider, [redacted] Appliance Repair, had been removed as an approved service provider after they performed a diagnosis of the problem, but before they could install the necessary partsOn March 20, you received an e-mail that a third service provider had been selected and an appointment for Wednesday March 25, had been scheduled On March 25, you will have been without a refrigerator for two weeks The desired resolution listed in your complaint is to receive expedited service, a reimbursement for food loss above the policy limit, reimbursement for an excessive electric bill due to the refrigerator not operating properly, and an apology A review of your service history for the replacement plan you purchased has been completedThe research revealed the root cause of the issue was the service repair being reassigned to a different providerThe reassignment occurred March 15, This should not have happened as there was an open service request still pending installation of parts for your refrigeratorThe reason [redacted] Appliance was removed as a service provider was due to several outstanding repairs lasting greater than days that needed to be resolvedAn attempt to reschedule [redacted] Appliance to complete the service repair was unsuccessful [redacted] Appliance later declined to accept the assignment due to the miscommunication that occurred after the technician spoke with your wife while in route to your home and then being refused entry A third provider, [redacted] Service was assigned to the repair [redacted] first arrived at your home March 25, They also diagnosed parts would be requiredParts were ordered and the repair was completed Monday April 6, A request to reimburse you for food loss due to the refrigerator not functioning properly has been submitted and approved in the amount of $ Unfortunately we are unable to provide a reimbursement for an electric billThis would be considered an incidental expense which is not covered by the Service PlanIn the Terms and Conditions of the Plan under the section labeled What is Not Covered, Item # you will read: Incidental, Consequential, or Secondary Damages including but not limited to: any delay in rendering service under this plan; loss of use during the period that the product is at a repair center or otherwise awaiting parts; loss of business; loss of profits; loss of data; and down-time and charges for time and effort We sincerely regret your experience with our company has been less than satisfactoryWe will utilize your claim in an effort to coach those responsible for assigning service providers how to look for open repair requests before discontinuing them as service providersI 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

April 9, [redacted] Deep Run, NC [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 were expecting a reimbursement check on February 13, that was being provided to you to fulfill a claim submitted for a damaged tabletPhone calls to our customer service supervisors on February 27, March 13, and March 27, did not resolved the issueThe first supervisor advised the reimbursement check had been issued and cashedYour husband informed the supervisor no check had been receivedYour husband was then advised a copy of the cashed check would be forwarded to your e-mail within 7- business daysNo e-mail was receivedThe other two supervisors both told your husband the reimbursement check had not been cashed and that they would submit a stop payment request and have another check issuedThe last supervisor stated once the check was reissued, it would be sent to you via *** The desired resolution listed in your complaint is to receive the check on or before Saturday April 4, A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim was initiated with N.E.W December 22, for your tablet that was reported to be damagedA prepaid return shipping label was provided for you to send the tablet to our depot centerThe tracking number for the return shipping label confirms the tablet was received on January 21, A reimbursement check for the full purchase price was issued the same day and was to be sent to the address at the top of this letterOn February 27, we were informed you had not received the reimbursement check A representative advised you the check had been reconciledThis information was not correct The representative confused the current claim for a previous claim completed in February of The prior claim was also for a tablet with the same purchase price amount as the current claimOn March 13, a stop payment request was submittedIt was not until Friday March 27, that another reimbursement check was issuedUnfortunately, the check was issued too late in the day to be picked up by ***The check left our office Monday March 30, The [redacted] tracking number assigned to the envelope with your check confirms it was delivered the next day, Tuesday March 31, We sincerely regret your experience with our company was less than satisfactoryWe are attempting to ascertain what happened to the first reimbursement check issued to you, as well as why two weeks passed after the stop check request was submitted before a second check was issuedWe will utilize this information to prevent the same events from reoccurring with other customers I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted] Regards, Ken P [redacted] Compliance Coordinator [redacted] @asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN

November 6, face="Times New Roman"> [redacted] Case # [redacted] ***, On behalf of N.E.Wplease 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 laptop computer from [redacted] with an extended service plan provided by AsurionAn issue with your laptop arose requiring you send it to Asurion for repairAfter submitting the laptop and not receiving an update on the status of the repair you contacted AsurionThe laptop was determined to be unrepairableA representative advised there were two options you could choose1) You could receive a reimbursement of the purchase price paid for the item2) You could choose to receive a replacement laptop computerYou were not informed if you chose a replacement laptop that you may receive a refurbished productYou chose to receive a replacement laptopThe unit you received had a small white hole in the screenA representative from Asurion advised the replacement item no longer had extended coverage and there was no action that could be taken The desired resolution listed in your complaint is to receive a refund of the purchase price paid for your laptop computer A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wreceived your laptop to repair a damaged screenIt was determined to be unrepairable, so a replacement laptop was delivered to you the end of March to fulfill the claim You notified N.E.WApril 16, that the replacement laptop was received with a small white dot on the screenAn Asurion representative contacted you April 21, to assist youA second laptop was ordered however the order was submitted incorrectly and not fulfilled Our next contact with you was May 21, when you notified Asurion the issue was still unresolvedAsurion left a voicemail message May 22, with a phone number for you to utilize for further assistanceThe next contact we received from you was the complaint information submitted to the Revdex.com October 17, I attempted to reach you several times at the phone number we have registered in our systemA woman answered each time stating you were unavailable but she did take my phone number and said she would have you call backAs of the writing of this letter I have not heard from youYou remain welcome to contact me at ###-###-#### or by e-mail if you prefer at ***@asurion.com 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

December 9, [redacted] San Diego, CA [redacted] Case # [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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] tablet from [redacted] .com in February with a month replacement Plan provided by N.E.W In November the tablet was droppedYou contacted N.E.Wand were informed you would need to provide proof of purchasing the replacement PlanYour understanding was that replacement Plans for products purchased online were automatically registered with N.E.WYou submitted the requested documents and would like for the Plan to be honored The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the tablet A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WNovember 6, stating your tablet had been dropped and would not power onYou were advised N.E.Wwould require proof of purchaseUpon receiving the proof of purchase, N.E.Wwould forward a return shipping label so you could send the tablet to our service centerYou submitted the requested documents which were verified and the claim was approved November 9, N.E.Wattempted to send the return shipping label to you via e-mail however you notified us November that you had not received it so another label was sent to you via e-mailService history notes indicate an effort to troubleshoot the problem with your tablet was performed successfully November 27, and that no further action was required Your tablet and replacement plan have been successfully registeredYour Plan with N.E.Wexpires February 28, Please feel free to contact me directly if you have any further problems with your tablet 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

May 29, [redacted] * [redacted] Case # [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 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 purchased a [redacted] washer/dryer combo from The [redacted] December 14, with a year extended warrantyIn May of you had a need for a service call for your product which was covered by the manufacturer’s warrantyAfter this repair was completed you were required to contact N.E.Wnot less than six times beginning in January The dates you requested service were January 19, due to the dryer not drying clothesYou contacted N.E.Wagain March 12, for the same reasonOn April 2, you requested service and it was determined a washer control board needed to be replacedOn April 15, you submitted a request for service due to the washer not filling with water completely or turning off The same issue occurred again May 1, 2014, and again May 12, The desired resolution listed in your complaint is to receive a refund of the purchase price you paid for the product A review of your service history for the replacement plan you purchased has been completedThe research confirmed your multiple requests for serviceYour experience is not typical of N.E.W.’s commitment to providing quality customer serviceIt is only reasonable that you receive a reimbursement for the purchase price of the washer/dryer combo under the “no lemon” clause of the extended planI am happy to submit that for youWe will also reimburse the cost of the power cord and dryer duct you purchasedI spoke with you Friday May 23, to apologize for a less than satisfactory experienceYou provided more details of your conversations with N.E.W.’s customer service representatives and how you were spoken toWe will review the claim history and identify areas of improvement so we can address any deficiencies and hopefully not repeat your experience with other customersI will follow up with you regarding the reimbursement and provide updates 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, [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

August 29, [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 copied below I have sent this laptop six times alreadyThe business refused to repair my product and each time I send it they said they fixed it, but it was never repaired and broke down after one or two weeks of useThe last time I sent it they received the product, they refused to fix it and waited until the warranty I had on it had expiredWhen I called them they put me on hold and hung up on me each time I called themWhen I tried to speak to the supervisor they refused to let me speak to themThey told me to take it to any computer repair service from the very beginning, because they don't work on the problem that it hadThey had never told me that before when I sent it in for repairs, in fact they said they "fixed" the problems it had which was the same exact problem it's currently having The desired resolution listed in your complaint is to receive a refund of the purchase price you paid for the laptop A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wapproved and completed service to your laptop computer four different times for problems associated with the keyboard and screenThe repairs were completed on February 10th, May 5th, June 6th, and August 19th of this yearI spoke with you August 27thYou confirmed the laptop computer had been returned from the last repairYou expressed that this laptop was to be used by your daughter during the upcoming school yearYou were concerned that if the laptop continued to have issues your daughter may fall behind in her course work at school as a resultI agreed that is a legitimate concernThe extended service plan you purchased for your laptop has a “No Lemon” clause that allows for the reimbursement of the purchase price paid for the item if three (3) repairs are completed and problems persistAs you have had more than three repairs performed I submitted a request to have a reimbursement check issued to you which has been approvedThe check will be overnighted to you via [redacted] once it has been issued 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 [redacted] Regards, Ken P [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

April 6, [redacted] PO Box [redacted] Rock Ieeview, WV [redacted] Case # [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the 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 sent a Dell laptop computer to an N.E.Wservice center for repair on February 7, You received an e-mail stating the repair had been completed and was being returned to you via ***A tracking number for the return shipment was provided to you in the same e-mailWhen checking the status of the return shipment, the [redacted] website indicates the tracking number has been processed and would be ready for shipment on February 28, As of March 20, you still had not received your repaired laptopYou spoke with four customer service representatives and seven supervisors regarding the problemEach advised you they would research the matter and call you backNo one ever followed up or provided a return phone call to you The desired resolution listed in your complaint is to receive your repaired laptop or a [redacted] gift card for the full purchase price paid for the laptop A review of your service history for the replacement plan you purchased has been completedThe research revealed your laptop was repaired at our service center February 17, On February 24, [redacted] informed you they were unable to deliver to the address providedYou contacted our customer service centerA representative updated the address in the system to an address in Pineville, WV The tracking number for the laptop to be returned to you never provided any information other than it had been generated and was ready We were unable to verify if the laptop left the service center and was returned due to an incorrect addressThe service center was also unable to locate the laptop after the repair was reported as complete To resolve the issue, a reimbursement in the form of an e-gift card was approved March 25, for the full purchase price paid for the laptop including sales tax Our records show the gift card was utilized on March 26, for almost the full amount We regret your experience with our company was less than satisfactory It certainly was not typical of the customer experience we strive to provide each day I hope this response provides you with the necessary information to close out this complaint filed against N.E.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

July 23, 0in 0in 0pt"> [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 I placed a claim for phones with water damage to be sent out to [redacted] assurion product care planThese phones were originally purchased in November at [redacted] .comI have two sr claim#s [redacted] and [redacted] , I shipped these phones off like [redacted] said to in different boxes with different labels and my receipt info inside the boxes on mon, july at 636pm estups scanned two boxes but put in the same tracking # twiceI’ve been calling [redacted] all week speaking to different reps who wouldn't help me or researchThey advised someone would call me and no one calledI paid for phones each plus insurance each line and $for one phoneif [redacted] has poor insurance claim replacements like this, I will not shop here in the futureI even spoke to a supervisor today named rick on July at 838am, he was nonchalant and rudeHe didn't offer to expedite my emails to get my egift card money back to buy a replacement phone or nothinghe only said give 3-daysHe was no help The desired resolution listed in your complaint is to speak with a corporate office employee to have them expedite the reimbursements via e-gift card A review of your service history for the replacement plan you purchased has been completedThe research revealed that you contacted N.E.Won July 1, regarding problems with two cellular phonesEach cellular phone has a separate registration with N.E.W As such, N.E.Wsent two prepaid return shipping labels on July for you to use to send the phones to our service centerOn July 7, only one of the return shipping labels was registered as having been submitted for shipment to N.E.WYou indicated that you did utilize both return shipping labels however UPS appears to have scanned one of the labels twice with the second label not being scanned at all On July 10, N.E.Wreceived the label that was registered and issued one of the reimbursement e-gift cards the same day After research confirmed the second label was never scanned by UPS, the second reimbursement e-gift card was issued the following day July 11, On July 10, you spoke with a corporate resolution specialist named Katrina who addressed your concerns and advised you of the expected time frame to receive a reimbursementShe provided you with her phone number and stated she would follow up with you until you had received the reimbursements you were expectingShe tried to reach on July 11, and again today July 16, to confirm that you have received the e-gift card reimbursementShe was unable to reach you but left messages on both calls for you to contact her if you have not received the reimbursement I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf you have not received one or both of the reimbursements, or 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 Grassmere Park, Nashville, TN

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