Johnstone Supply

[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:Inappropriate response to an issue of ethicsPlease list the complaint as unresolved on the Revdex.com websiteThanks Regards, [redacted]

I purchased the year protection plan when I purchased my Kitchen appliances in I called in on the morning of 9/19/to report my Refrigerator not cooling and my food spoilingThey ran a diagnostic check and said they would schedule my serviceOn Tuesday 9/22/I called to see if they had found a service company, they said the service request was never filedOn 9/24/I had a message stating a company would be in contact with me about my service within hours, I called this company after the time frame and they said they had just received the order 9/25/and they had sent N.E.Wan email stating they do not service the areaI called the company for the third time and they just kept reading from their script we have to days to get you service after it is reported or the company let's them know they do not service the areaI ask for a Supervisor which read from the script as well I ask why they didn't contact several other companies, so that they could find a service company in my areaManager Kim #stated they could only contact one company at a timeThis could taker forever! I am going to the Home Depot in which I purchased this (so Called) extended service contract to see if they can or will helpI have a family of at least around all the time which are under the age of 10, so you parents of kids understand how desperate I amI only live minutes from the store of which I purchased so there has to be a company that services my areaI think this Service Contract Company is just looking for a cheap low cost fixI will not be purchasing this extended warranty contract in any of my future purchases

June 27, class="**oNormal"> [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 Statement of the Problem filed with the Revdex.com is copied below Guaranteed business day repair/replacement not honoredCurrently on week Warranty price refund promise if guarantee unfulfilled, also deniedOct purchased Asurion/NEW [redacted] Extended Warranty for $on $ [redacted] 55' TV purchased @ [redacted] storeContract states "For items requiring in-home services, NEW will have an authorized technician in your home within business days of your claim callIn the event NEW is unable to fulfill the business day service guarantee, NEW will refund the cost of your plan upon request." Original claimed filed 5/Was told technician would be in my home on 5/No service tech arrived, no phone call receivedCall to NEW Cust Svc, stated parts were to be ordered on 5/and tech would contact me for appt in days6/follow up call was told that service order was cancelled due to wrong model number entry by service dept but never resubmitted per supervisor, ***Stated he would follow up and return call in business day, did not6/call to supervisor [redacted] who stated she would escalate to priority due to mishandling and I would receieve a call in business days with info on replacement product, did not receive call6/call to extremely rude supervisor [redacted] who stated 'it's in the system'I requested e-mail with breakdown of entire process and current statusRcv'd e-mail "To Whom It May Concern' with same statement of 'being processed'Escalated next call to ***, Mgr of Supervisors who stated request for replacement product had not been placed until my phone call this morning and that issue would be settled via phone call to me within business dayAttempt to contact Arbitration for Asurion/NEW over last weeks ends in automated msg of "the department you are trying to reach is not available, the voice mailbox is full, please try again later.' Your statement of the Desired Outcome/Settlement is as follows: Since repair or replacement has not been handled through [redacted] Service Center (aka Asurion/NEW) I should be allowed to return defective TV in original box with original purchase receipt to store of original purchase for exchange of exact make/modelAs well as refund of $"Quick and easy 3-day service, guaranteed" Product Care Plan A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won May 26, regarding your television needing repair due to a power surge that occurred after a lightning strike close to your homeSeveral problems occurred during the service repair of your television resulting in delaysThe initial service request lacked the serial number of your televisionThis is necessary so the technician is able to confirm the product to be repairedThe service request was canceled and reissued with your surround sound system listed as the product to be repaired, not your televisionAfter this was corrected it was determined that parts were required to repair your televisionThe wrong parts were orderedThe initial service repair request which should have been completed in less than a week took a full monthThis is not typical of the service N.E.Wprovides its customersI spoke with you Friday June 27, to discuss your concerns and apologize for a less than satisfactory experienceYou confirmed that you had received the reimbursementAs a goodwill gesture and to meet your desired outcome the cost of the service plan will also be reimbursed 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

Re: Mr [redacted] and [redacted] Heating Dear Revdex.com, Johnstone Supply – The Bloomington Group prides itself on excellent customer serviceHowever, we do understand from time to time there are misunderstandingsThat being said, we have never refused to sell to [redacted] Heating, even though that is within our rightWe as a distributor have volume minimum requirements for our dealers to meet of specific premier brandsThese minimums are established both internally and from the manufactures we partner with [redacted] Heating’s Amana purchases fell well below these minimumsWe asked for a plan on how [redacted] could increase their Amana product sales, which we never receivedWe did not feel this request was out of lineAmana has fantastic resources for our Dealers that can help them grow their business, such as; marketing programs, financing services, extended warranty options and many more, none of which [redacted] participated inWe do have other lines of HVAC product that [redacted] has availability to [redacted] has access to the Amana product line and parts to take care of any and all existing [redacted] customer warranty concernsSincerely, Steve [redacted] Brand Manager Johnstone Supply – The Bloomington Group [redacted] Bloomington, MN###-###-####

July 23, 0in 0in 0pt"> [redacted] Revdex.com 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 Extremely shady companySent in laptop for repair and they didn't feel like repairing it so the my "determined" that I damaged it, terrible company! Been paying for insurance for a year and a half on my [redacted] laptopSent it in on 6-28-for repair because the screen has an annoying line going through it (still usable just irritating) and found out the hard way how they make money...they refuse to repair anything! They claim the line is because I damaged it so they're not going to repair itI asked if they could show me pictures of why they thought that and how they came to that determination, but of course the answer was no The desired resolution listed in your complaint is to have the service you have been paying for provided to you adding that the screen needs to be replaced and it is definitely not “damaged” A review of your service history for the replacement plan you purchased has been completedThe research revealed a service request to repair the screen of your laptop computer was accepted on June 11, The service center assigned to your computer received the item on June 26, A technician determined the problem with the screen was damage caused by an accident and the claim was deniedAccidental damage is not a covered peril under the [redacted] home plan you purchasedYou disputed the screen was damagedYou requested photographs and an explanation about how the determination was made that the problem was caused by accidental damageYou were not provided with any photographs or an explanationI followed up with the service center and also requested all photographs taken of your laptop computerI received one photograph only which did not confirm any accidental damage or cracks to the screenOnly the vertical lines which you described initially were visibleI contacted you and offered to either resubmit the service request to repair your laptop computer, or provide you with a fair market value reimbursement of the laptop computerYou chose the reimbursementWe agreed on a dollar amount which has been submitted and approvedThe service center has advised me they will remove and return to you the original hard drive and any disks or CD’s that may have been sent with the computer 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

September 18, [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 Your laptop computer has not been returned after you made repeated calls to inquire about its whereaboutsMultiple requests for a return call from N.E.Whave gone unresponded toAt one point a representative spoke to you in a yelling and abusive voice The desired resolution listed in your complaint is to receive a refund in the amount necessary to purchase another laptop and extended warranty from a company other than Asurion A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WJuly 25, to report the touchpad to your laptop worked intermittentlyYour laptop was received at the service center August 8, with the repair marked as complete on August 11, The service center created a [redacted] return shipping label for your laptop the same day with the tracking number [redacted] On August 20, you contacted N.E.Wto inform us you had not received your repaired laptopN.E.Wsubmitted a request to the service center for additional information regarding the status of your laptopThe service center replied they did not have the laptop and a claim would need to be filed through [redacted] for a lost packageAfter N.E.W.’s inquiry, the [redacted] website indicates the package left the service center facility August 22, and was delivered to you August 26thAn N.E.Wcorporate resolution specialist attempted to contact you on two occasions to confirm you received the laptop and that there were no further issuesAs of the writing of this letter we have not received a response from you We at N.E.Wvalue your business and we sincerely regret that your experience was less than satisfactory We requested the call records associated with your claim in an effort to determine who may have spoken to you in a less than professional mannerIf we find evidence that anyone yelled or was abusive as you describe, we will certainly take measures to be certain it does not happen againRegarding the delay between the times your repair was marked as complete and when it actually left the service center, we are working with the service center to determine the root cause so that measures can be implemented to prevent the delay from occurring again to another customer 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

Roman"> [redacted] , PA [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 Vizio television from [redacted] with an extended service plan provided by N.E.WA similar problem has been ongoing for several monthsThe television screen goes black after a couple of hours even though the audio still functions properlyYou’ve had multiple visits to your home from service technicians in an attempt to diagnose the problemThe television was even sent to a service center for two weeks, but returned with no problem foundTwo days after being returned, the same problem persistedYou requested the television be replaced under the “no lemon” policy but the request was denied The desired resolution listed in your complaint is to have your television replaced with a fully functioning unit A review of your service history for the replacement plan you purchased has been completedThe research revealed service technicians visited your home and attempted to trouble shoot the problem more than four times without success On one occasion your television was taken to a service center in an attempt to duplicate the problem with no resultsOn two occasions the problem was replicated with parts being replaced in an effort to fix the television, only to have the problem reoccur soon after repair It was determined on the last service request that the LED panel needed to be replaced, however the manufacturer confirmed the part was no longer available for your modelUpon receiving this information the decision was made to provide you with a comparable replacement televisionThe replacement, another Vizio television, was delivered to you September 30, We do appreciate you as a customer and regret your experience has been less than satisfactory I hope this response provides you with the necessary information to close out this complaint filed against N.E.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 ###-###-####

March 30, [redacted] Midwest City, OK [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.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “After purchasing a new game through [redacted] .com I opened it up just like normal, popped it in my [redacted] ***, and started to play itIt didn't seem right, the sounds weren't in sync and it skipped a lotAfter playing for about minutes I received a "disc read error" please clean with soft cloth, messageIt had happened a few times before so it’s not unusualI opened the disc try and closed it back to start the game back upIt wouldn't read the discThis is a bad sign, it’s happened on several other consoles before, thus I bought an extended warranty while at [redacted] I actually didn't think it was the system thoughI tried the game a few more times, cleaned it, and then got on the phone with [redacted] They were nice enough to send me a replacement and not ask for the original backIt took a few days but when I got the new copy I opened it up, popped it in, and it started itwith the same problems, minutes in the game quit working and it wouldn't attempt to read it againI set it aside because I was doing tryingA few days later I picked up the new [redacted] gameIt wouldn't play eitherI went and picked up a skip drfrom [redacted] for $and used it, that didn't work, I used canned air to clean the system, still didn't workAs a last resort I logged into the Asurion website and filed a claimThey sent me a return slip; I went to office depot, bought a box and peanuts for $and sent it on its wayI talked to them on the phone to explain the problemA few days later I received my [redacted] back with a note that said "no trouble found." I was mad but I got ahold of them and they promised to do me right the next timeThey sent a label, I sent it back, this whole process taking a month mind you, and received it back again, with the same sheet of paper, same broken ***They then stopped replying to me on [redacted] and deleted my postsThey are thieves and stole my time and money I spent on the warranty.” The following is the desired resolution listed in your complaint: “Replacement, it would have been nice to have my system fixedThe part to fix the console is available online to the public through many retailers or [redacted] web stores for $Since you can’t get me back my time, which was the biggest disappointment, I just want to get the word out there; this company is a bunch of crooksI doubt they are going to work with you because they didn't work with meThank you for your time!” A review of your service history for the service plan you purchased has been completedThe research revealed two (2) service requests completed for your [redacted] game systemThe game system was diagnosed twice by N.E.Wsince November Each time N.E.Wexamined the game system there was no trouble foundOur technicians manually test every game system for over minutesThen a quality specialist manually tests every game system and allows the game systems to run on its own for more than minutesOur tests are completed with high stress games like [redacted] ***, [redacted] and [redacted] *** The service plan you purchased for your game system has a “No Lemon” guideline in the terms and conditions of coverageThe “No Lemon” guideline provides for replacement of your game system after it has been serviced and repaired for the same failure three (3) times and requires a fourth repair as determined by N.E.Wfor the same failureUnfortunately, according to your service history your game system doesn’t qualify for being replaced under the service plan you purchased for it 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

From: [redacted] < [redacted] >Date: Wed, Apr 15, at 7: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], thanks for the helpI received the check from aursion yesterday and I was able to replace my child's tablet today

[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: I am absolutely disgusted with the lack of Customer service I received from Asurion or N.E.Wthroughout this entire process.! Every representative that I spoke to not only did not assist me in helping to get resolve the problem but, only transferred me back and forth to other representatives that told me that there was nothing that they could do for me either In lieu of the lack of customer service, I am requesting a full reimbursement of the cost of the television (which had pre-existing damage to it), as well as for the cost for the warrantly I purchased along with the television 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: From: [redacted] Date: Thu, Apr 9, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] I have read there response, Why no replacement? Why no refund of the warranty? It appears my only resource at this point is small claims court [redacted] [redacted] Regards, [redacted] ***

October 28, Dear [redacted] , [redacted] 's reimbursement check was delivered on October 24, under [redacted] tracking # [redacted] according to their websiteIt was delivered to [redacted] *** Please contact me directly with any questionsRegards, Cynthia R [redacted] SrCompliance Coordinator | cynthia.r***@asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com

June 24, 2015 [redacted] Mapleton, UT [redacted] Case # [redacted] [redacted] ***, On behalf of Asurion, please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with Asurion did not meet your expectations. Asurion Service Plans. Inc. (Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience. Asurion strives to provide world class customer service. Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated. According to your complaint filed with the RevDex.com, you submitted a claim for a damaged [redacted] mini which had sustained a cracked screen. On May 28, 2015 you received an e-mail stating the [redacted] had been repaired and would be returned to you. The following day May 29th, you received another e-mail stating the item could not be repaired and that you would receive a reimbursement of the purchase price paid. The [redacted] was purchased on sale and the reimbursement amount would be insufficient to replace the unit. On May 30, 2015 you contacted Asurion to say you did not wish to receive a reimbursement of the purchase price and that your desire was to have the damaged [redacted] returned to you so that you could have [redacted] repair it. On June 1, 2015 you received a reimbursement of the purchase price paid for the [redacted] via gift card. June 4, 2015 you called Asurion to speak with a supervisor and reiterate your desire to have the damaged [redacted] returned to you. You were informed the [redacted] most likely had been disposed of at that point. The desired resolution listed in your complaint is to have the [redacted] returned to you or to receive a refund of the purchase price you paid for the Plan in the amount of $59.00. A review of your service history for the replacement plan you purchased has been completed. The research confirmed you contacted Asurion May 11, 2015 to report your [redacted] had a cracked screen. You submitted the [redacted] to our service center using a prepaid return shipping label provided to you. The [redacted] was received and later marked as “repaired” on May 28, 2015. There is a note the following day, May 29th, that the item could not be repaired and that you would be provided with a reimbursement of the purchase price paid for the ***. You contacted us May 30th to state that you did not wish to receive a reimbursement, but rather wanted the [redacted] returned to you. A request was submitted to the service center assigned to repair your [redacted] asking if they still had the item and if so, would they please return it to you. No response to the request was received. We do not receive many requests to have a damaged item returned to the owner. Our normal procedures are to submit a reimbursement as soon as possible when an item is determined to be unrepairable. While we did hear from you the following day after you were advised you would receive a reimbursement, the service center had already sent the unit for salvage to be recycled and we were unable to honor your request. In an effort to provide a better customer experience we have agreed to provide your desired resolution to refund the purchase price you paid for the Service Plan. You should expect to receive that within 7-10 business days from the date of this letter. 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 648 Grassmere Park | Suite 300 | Nashville, TN 37211

February 27, [redacted] Charlotte, 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, N.E.Wfailed to respond to repeated phone call requests to speak with management regarding a television that was damaged in transit by *** The desired resolution listed in your complaint is to receive a replacement television or a reimbursement of the purchase price including the cost of the Service Plan A review of your service history for the replacement plan you purchased has been completedThe research revealed a service repair for your television was completed January 16, The television was returned to you, however it was received with damage caused during shippingThe television was returned to the service center with information a damage claim had been filed with ***Between February 6, and February 12, you requested call backs with status updatesOn February 13, a reimbursement via gift card of the full purchase price paid for the television was approved and submittedYou informed N.E.Wthe following day you wished to receive a check rather than a gift cardA stop payment request was submitted and a check payable to you was issued February 20, to be sent to the address at the top of this letterIf you have not received the check upon receiving this response to your complaint please call me directly at ###-###-#### I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN

June 16, [redacted] Selma, IN [redacted] Case # [redacted] [redacted] ***, On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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, Asurion did not offer to repair your television under the terms of our agreement in a timely fashion On May 10, you submitted a claim with Asurion because your television stopped workingYou were first assigned a service provider that no longer services your area It took another day to locate a second service provider It was ten days from your initial contact with Asurion before anyone was able to look at your television A service repair was completed May 20, only to have the television quit working again six days laterWhen you contacted Asurion again you were advised it would be June 3rd before another technician could provide an in-home service appointment The desired resolution listed in your complaint is to receive a replacement television A review of your service history for the replacement plan you purchased has been completedThe research confirmed you contacted Asurion May 10, to report an issue with the volume of your television A service center was assigned to provide an in-home appointment with youYou contacted the service center in an effort to determine when the appointment would be scheduled They informed you they no longer serviced your areaAt the time of your conversation with the service provider, Asurion was not aware they no longer serviced your area Asurion attempted to locate another service provider before contacting you so that we could provide the new servicer’s information to you Once a second service provider was approved an in-home appointment was scheduled for May 20, The technician assigned to your television added notes that he replaced the mother board with one provided by the manufacturer and that it passed all tests On May 26, you notified Asurion the same issue with the volume had returned Another in-home appointment was scheduled for June 3rd The assigned technician contacted Asurion after the appointment to inform us a required part was no longer available The following day June 4th a request to reimburse the purchase price you paid for the television was approvedThe reimbursement via e-gift card was invoiced on June 5, If you have not received the e-gift card reimbursement upon receipt of this letter please contact me at ###-###-#### 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 the phone number above Regards, Ken P [redacted] Compliance Coordinator |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN

December 4, 2014 [redacted] Case # [redacted] On behalf of N.E.W., please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations. N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience. N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated. Your complaint filed with the RevDex.com is copied below. I have had this computer in service on multiple occasions. It will only work for a short time and then crashes again. Multiple attempts at repair fail I have had this computer in service on multiple occasions. It will work for a short time and then do the same thing over and over again. It is unusable. It should be replaced. The desired resolution listed in your complaint is to receive a replacement computer. A review of your service history for the replacement plan you purchased has been completed. The research revealed your [redacted] laptop computer has been serviced through N.E.W. on four occasions ranging between June 2013 and October 2014. On November 20, 2014 you contacted N.E.W. a fifth time to notify us of problems still associated with your computer. Due to the multiple repair attempts with problems reoccurring, a decision to provide a reimbursement of the purchase price paid for the laptop including sales tax was approved November 22, 2014. The reimbursement will be issued via an e-gift card. If you have not received the e-gift card upon receiving this letter, please contact me directly at the phone number below. We regret your experience with our company was less than satisfactory. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####. Regards, Ken P [redacted] - Compliance Coordinator ***@asurion.com voice ###-###-#### fax ###-###-####

October 29, [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: Asurion mailed your [redacted] camera back to you after a repair and it was poorly package with the lens and camera touchingThere was internal damage to the camera that caused it not to work Calls to Asurion were answered with different responses, you were advised reimbursement for the purchase price of the camera would be sent to you and then you were advised your reimbursement had been deniedCalls you made to Asurion regarding your concerns were not returned The desired resolution listed in your complaint is to receive a [redacted] gift card for reimbursement of the purchase price you paid for your camera A review of your service history for the service plan you purchased has been completedThe research revealed a claim initiated on August 26, for your cameraA label was mailed to you for sending the camera in for repairYour camera was received for repair on September 8th and repaired and delivered back to you on September 17thAn email was received from you around October 6th advising that your camera lens was scratched in transit back to you and the camera would not workN.E.Wreplied asking you to call our toll free number to discuss your emailA service solution was initiated on October 6th that would reimburse you for your camera due to the damage in transit but the service request notes reflect you being unwilling to send the camera in for diagnosis so the service solution could be completedA decision was made on October 15th to reimburse you for the purchase price you paid for your camera for customer satisfaction and a check was issued and mailed to you on October 21st I called you on October 22nd utilizing the telephone number ###-###-#### that your camera was registered under and left a voicemail asking you to return my call if you had not received the reimbursement check for your camera or if you had any additional concerns or unanswered questionsAn email was sent to you at [redacted] on October 23rd to follow up on my message On Friday, October 24th you replied to my email and advised you were out of the country until June and requested your check be sent to you in the PhilippinesSince your reimbursement check was mailed to the address on file here in the US, a stop payment was processed and a new check was issued to youI replied to your email on October 29, and advised I would send you the [redacted] tracking for the new reimbursement being sent to you once it was available I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com

February 28, 11pt;"> [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 purchased an [redacted] printer form [redacted] .com July 30, with an extended warrantyYour printer malfunctioned and you submitted a claim to N.E.WJanuary 1, N.E.W requested that you send the printer to a service center and upon receipt would reimburse you the purchase price of $You indicate you sent the printer to N.E.Wthree days after speaking with usOn January 22, you contacted N.E.Wto request a status update on your reimbursementA customer service representative acknowledged that N.E.Whad received the printer and that he would generate the check request which should take three to five days to be issuedOn February 9, after not receiving the check you submitted your complaint against N.E.Wwith the Revdex.com The desired resolution listed in your complaint is to receive the $purchase price plus an additional $for the cost of shipping the printer to N.E.W A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WJanuary 1, to report an issue with your printerN.E.Wadvised upon receiving the printer a check for the purchase price plus tax would be issued to youN.E.Wsent a prepaid shipping label with United Parcel Service tracking # [redacted] for you to use to send the printer usThe printer was received at N.E.WJanuary 4, which triggered the reimbursement paymentCheck # for $which reflected the purchase price plus sales tax that you originally paid for the printer was approved on January 4, The check was mailed to [redacted] AZ***On January 22, you called to report you had not received the reimbursement checkA confirmation of your address revealed the incorrect apartment number was on file with N.E.W The correct apartment # is A request to stop payment for the check mailed to the wrong apartment was issued with the instructions to resubmit the check to the correct address The request to stop payment was denied as the U.SPostal service returned the original check to N.E.Won January 25, The check was retrieved and mailed to you at the address [redacted] ***I contacted you February 20, to discuss your experience with N.E.W You indicated you had received and deposited the reimbursement checkI explained to you the reimbursement check was sent to apartment # [redacted] which you indicated was the address you resided at when you originally registered your printer with N.E.WI apologized to you and agreed that a mistake was made on our endN.E.Wshould have confirmed your current address when we first spoke with youWhen a mistake occurs we can only attempt to correct it to the best of our abilityI asked you to keep my contact information so that if you needed to file a claim with N.E.Win the future or if you had questions about any of our products you could speak with me directly As you have received and deposited the reimbursement check N.E.Wconsiders that portion of your desired resolution to have been metBecause N.E.Wsent a prepaid shipping label which you utilized to send the printer to us we are unable to fulfill your request to reimburse an additional $for shipping costs 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 9, face="Cambria"> [redacted] Atchison, KS [redacted] Case # [redacted] ***, On behalf of Asurion please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion, LLC and its member companies to include N.E.WCustomer Service Companies, Inc(Asurion), 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 Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is summarized below Asurion has been difficult to work with during the processing of your claimYou received your [redacted] from a service repair with a cracked screen and are uncertain how to proceedYou submitted an additional claim with Asurion, as well as a claim with [redacted] who delivered the *** The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the *** A review of your service history for the service plan you purchased has been completedThe research revealed Asurion was contacted October 28, regarding your [redacted] that needed repair A service request was approved and the [redacted] was received at the assigned service center November 5, The repair was completed November 7, and returned to you on November Upon receiving the product you stated the screen was cracked The service center that performed the repairs was notified and a damage claim with [redacted] was initiated [redacted] advised their investigation may take 10-days which was unacceptable to you In an effort to provide a better customer experience, a request to provide you with a reimbursement of the purchase price paid for the [redacted] including sales tax, via an e-gift card, was submitted and approved You confirmed receiving the reimbursement during a phone call with Asurion November 19, As the desired resolution listed in your complaint was fulfilled we consider the matter to be resolved I hope this response provides you with the necessary information to close out this complaint filed against AsurionIf 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

March 17, [redacted] Garland, TX [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 submitted a television to a service center for repair in December and have received no notice regarding the status of the repairYou inquired about the repair over a month agoA customer service representative advised you they would check in the repair and provide a follow up the next day, but you received no further communication The desired resolution listed in your complaint is to have your television returned to you repaired or to receive a new television of greater valueYou also request a refund of the purchase price paid for the extended Service Plan A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WDecember 15, to request a service repair for your [redacted] televisionA prepaid [redacted] return shipping label was provided for you to submit the television to the assigned service centerThe service center received the television on January 8, On January 23, you contacted N.E.Wto request an update on the repair statusA customer service representative sent a notice to the service center with a request to contact you with any information about the repairThe service center added notes on January 29, indicating they sent the television to the manufacturer for exchange, and that the manufacturer would contact you within a few days to make the arrangementsAs of March 16, you have not received either your television repaired, or a replacementI attempted to contact the manufacturer using the phone number provided by the service centerThe phone number was no longer a working numberThe service center also provided a [redacted] tracking number ending in for the shipment of your television to the manufacturer This tracking number yields no results when entering it into the [redacted] website In an effort to provide a resolution to your complaint we offered to provide you a reimbursement of the purchase price you paid for the televisionYou agreed to this resolution A request has been submitted to have a check issued to you, and sent via next business day delivery once it is availableWe are unable to provide a reimbursement of the purchase price paid for the Service Plan, as it the existence of the Service Plan that permits us to provide a reimbursement of the purchase price paid for the television 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 |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN