Johnstone Supply

April 13, [redacted] Greenville, SC [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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: “Failed to make proper repairs, repairs resulted in damage, failed to honor fix it or replace it warrantyMy computer initially need the hinge repaired, it was otherwise fully functionalThis company made the repairs and damaged other part of the computer in the process Repairs were made and return to me on January 02, Upon return the KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORKI sent it back it was repaired and returnedThen a Claim was Filed: via Contact Center Service Request Date: Feb 7, Problem Date: Feb 7, Description: 2nd recall - KEYBOARD WAS NOT INSTALLED CORRECTLY//"F" KEY DOES NOT WORKAbove fis a hump (Warped metal) and bracket keys are not in correctly I sent it back a 3rd time and this time I put sticky notes pointing to the issuesIt was returned with the "F" key now working but all other issues still presentThe keyboard was never properly put back inI contacted Deborah @ [redacted] She called back said I would get a call about being reimbursedI never got the callI call her back twice and left message and never got a call backI can log into my account and see the following: "Claim History Service Request Number : [redacted] This claim is currently: Contract Fulfilled Claim Filed: via Contact Center Service Request Date: Feb 25, Problem Date: Feb 7, Description: Reimbursement Approved [redacted] Service Delay/Multiple Trips - Unrepeatable due to timeframe in service due to a multiple trips initiated delayReimbursement approvedAlthough we were unable to fix your product, your reimbursement is on its wayCompleted February 25, 2015" I never got a reimbursement! I told them how important it was to have a working computer as I am an online studentI am unable to take classes because of this.” The following is the desired resolution listed in your complaint: “I would like the refund I was advised I would get so I may purchase a new laptopThis has caused a delay in completing my degree; I would like this in a timely manner so I will be able to start my classes In May.” A review of your service history for the service plan you purchased has been completedThe research revealed a call from you on March 16, to inquiry about the claim payment check for your [redacted] laptop computerThe notes entered into your service request reflect a representative returning your call on March 16th and leaving a detailed message for youThe representative’s message advised your check had been issued on March 2, and mailed to the address listed in this complaintThe representative stated in the message that March 16th was the 10th business day after the check was issuedThe note indicates the representative’s message also indicated you should call N.E.Wback if the address was incorrect or the check did not arriveAs of the date of this letter there in no additional communication from you listed in your service request Additional research was completed and the research confirmed that the check N.E.Wissued on March 2nd was mailed to the address listed in this complaintFurther research regarding your check revealed that the check was never cashedI called the telephone number your computer was registered under on April 9th and left a detailed message advising you that a stop payment and reissue request would be submittedMy message indicated that you should not attempt to cash check # [redacted] , if it was receivedOn April 10th a stop payment was submitted and replacement check was requestedCheck # [redacted] was issued on April 10th and sent via UPS tracking # [redacted] for delivery on Monday, April 13th 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

July 24, [redacted] * [redacted] Complaint ID# [redacted] Dear ***, 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 prepaid cellphone, the product care plan and month of service for the cellphoneA claim was required because the screen on the cellphone brokeIt took more than a week to receive a label to send your cellphone in for replacementWhen you received the label you were told once the label was scanned in at [redacted] for shipping your cellphone in for replacement your reimbursement would be processed immediately Then you were advised to hours to receive your reimbursementAs of the date you filed your compliant, June 30, 2014, you had not received your reimbursement The desired resolution listed in your complaint is to have your cellphone replaced You also requested to be reimbursed for the month of cellphone service you paid for and have not been able to use A review of your service history for the replacement plan you purchased has been completedThe research revealed a claim initiated by you on June 20th and a call from you on June 26th when no shipping label was received by you for sending your mobile device in for replacementAn email containing [redacted] label [redacted] was sent that same day Calls from you on June 30th and July 1st are noted that you were advised of the time frame to receive reimbursementThe notes also reflect your dissatisfaction with the time frame you were providedAs a customer courtesy for you the expectation of receiving your broken mobile device was waived and your reimbursement via gift card was emailed to you on July 2nd at [redacted] Messages were left for you by a resolution specialist named [redacted] on July 1st, 9th to verify you received the reimbursement The process for mobile devices to be replaced under the product care plan requires the devices to be sent in to the product care planOnce mobile devices are scanned as received by the product care plan it triggers a reimbursement via gift card being processed within the next business hours We spoke on July 14, and I apologized for any inconvenience you were caused As a customer courtesy for customer satisfaction I offered you a $ [redacted] gift card due to the delay in you receiving a label to ship your mobile device to the product care planYou accepted the gift card and when asked, you had not additional questionsThe gift card was sent via [redacted] tracking [redacted] and delivered on Wednesday, July 16, I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, [redacted] SrCompliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com

February 5, [redacted] Springfield, MO Case # [redacted] Ms [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 submitted a claim in October with N.E.Wfor a baby monitor you originally purchased at [redacted] **You were advised to return the monitor to our service center using a prepaid shipping label provided to you which you didYou were told the reimbursement would be received within days On November 30, 2014, after days passed without receiving the reimbursement you contacted N.E.Wto follow up on the statusOver the course of several phone calls you were placed on hold for almost an hour, and hung up on several timesYou were then advised you should expect the reimbursement within 7-business days only to later be told the product had not been received at our service center and the reimbursement was not being issued The desired resolution listed in your complaint is to have the baby monitor returned to you or the reimbursement gift card you were expectingYou would also appreciate an apology for the way you were treated on the phone A review of your service history for the replacement plan you purchased has been completedThe research confirmed you submitted a claim with N.E.Won October 3, for a baby monitorA prepaid [redacted] return shipping label with a tracking number ending in [redacted] was mailed to you so you could have the monitor sent to our service centerThe next notes entered in your claim were dated January 22, A N.E.Wcustomer service representative submitted a request to have the reimbursement issued as you informed him the monitor had been returned via [redacted] as we requestedThe request to issue a reimbursement was denied the following day because the [redacted] website had no information about the return shipping label being utilizedA voicemail was left for you to call back with proof of shippingYou called to say on October 20, you did use the [redacted] return shipping label N.E.Wprovided to you I spoke with you Friday January 30, to discuss your concernsI apologized for the way you were spoken to and for being transferred to different representatives without resolutionI stated I did believe you had returned the monitor in good faith and as such I would submit a reimbursement of the purchase price in the form of a check made payable to youOnce issued, I will overnight the check to the address at the top of this letterYou indicated this would provide a satisfactory resolution to 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, Ken P [redacted] Compliance Coordinator | [redacted] Phone ###-###-#### | Fax ###-###-#### | www.asurion.com [redacted] | Nashville, TN ***data>

[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:This company is a bunch of professional con artists that is how they make a profit, The staff that gave the response is a Liarjust trying to pawn the complaint off to get a good rating with the Revdex.comFirst there was never any in-home repair or technician that came out to our home , they called and kept insisting it was the pedal after I informed in it was not after they sent a pedal anyway and we made a second call they kept insisting it was the battery and not covered by the warrantyAfter speaking with [redacted] recently I found out the part that is damaged is not repairable and the whole item would have to be replaced so once asurion found this out they just denied the whole claimI even have my [redacted] phone records as I have detailed billing to prove I had made many calls to asurion / N.E.WSo they take your money for a plan they do not even follow through onPer Florida statues in regards to consumer warranties they are also under violations Regards, [redacted]

[redacted] 0in 0pt"> [redacted] Case # [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of 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 laptop computer with an extended service plan from ***’s [redacted] on August 20, In June of a hinge on one side of the computer “popped” out of the coverThis occurred even though the computer had not been dropped or mishandled N.E.Wwould not repair it***’s [redacted] paid [redacted] to repair it in November of In March the repaired hinge popped out just as before and the laptop could not be opened N.E.Wdid perform a service repairIt was returned to you with two very large, super strong, and hideous looking hinges that were attached to the outside of the computerThe computer would no longer open easily with one hand It now takes two hands to open and is so tight the screen twists when opened Within a month of receiving the computer after being repaired it no longer workedYou were instructed to send the computer to N.E.Whowever it was returned as unrepaired due to a crack in the screenYou feel the product was defective from the beginning and the repairs performed by N.E.Wcaused the screen damage The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the computer A review of your service history for the service plan you purchased has been completedThe research revealed N.E.Wreceived your laptop computer for repairs on three occasionsThe computer was first received November 13, and required partsIt was repaired and returned on December 5, It was received a second time on March 20, It was marked as repaired and returned to you on March 24, A third repair request was submitted May 7, A shipping label was forwarded to you and N.E.Wreceived the computer May 14, The computer was returned to you unrepaired with a note that the screen was damaged and not a covered itemI spoke with you June 20, to apologize for a less than satisfactory experience and to discuss your situationYou agreed to send photos of the replacement hinges that we will use to follow up with the service centerWe feel the prior repairs were not performed with the level of quality we expect our service centers to provide our customersAs such we offered to reimburse you for the price you paid for the laptop including sales taxYou accepted this offer and agreed that it would provide a satisfactory solution 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

October 1, [redacted] MI [redacted] Case # [redacted] N.E.Wis in receipt of your rebuttal to our response submitted as a reply to your original complaint Your original complaint is copied below: I sent my 1/year old [redacted] computer July 18, to be fixed under their service warranty programASURION returned it to me having the exact and same problems they were to fixI sent it out AGAIN, second day delivery, for Aug 9thToday Aug 18th I am told "the service department requested parts on Aug14th"I called an operators' advise me they "send e-mails" to the service department and will "get back to me"This company services ***' [redacted] product purchasesI will never buy anything with Asurion Warranty Coverage againSomeone out there can get their business away from them by starting a new companyHORRIBLE SERVICE NO REPAIRS WASTE 0F TIME & MONEYProduct_Or_Service: [redacted] April Order_Number: ***'s yr & Plus ad Account_Number:SR [redacted] Our reply to your complaint is summarized below: A review of your service history revealed your computer was repaired and returned to you July 29, You contacted N.E.Wupon receiving the computer to inform us the same problems remainedA second service request was approved with service center receiving your computer August 11, Parts were required to complete the repair which occurred August 20, We mentioned service repairs and [redacted] deliveries do not occur on weekendsBecause of this, and parts being unavailable, the repair took longer than N.E.Wwould have preferred Your rebuttal statement is copied below: You were notified about the screen sizing problem from the startI am looking at the copy of the complaint with the mailing labelYou did not work on it for days after you received itIt was sent it back and not repaired for either the screen sizing problem NOR the key board issues the first time.You did fix the key board issue with the exception it did not work with the new key board you sent but I had to fumble around with the old one and finally got that one to workThe machine now makes a grinding noise intermittently and it never did before also there is a hum in the back ground when the machine is in use too I spoke with you Tuesday September 30, I apologized that your experience has been less than satisfactoryI stated as your issue has been unresolved approaching four months and you continue to have issues with your computer, as a goodwill gesture, I would like to offer to provide a resolution in the form of a reimbursement of the purchase price you paid for the computerYou accepted the offerThe reimbursement has been approved and will be forwarded to you via overnight delivery once it has been issued I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

June 23, [redacted] Amarillo, TX [redacted] Case # [redacted] [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations N.E.W Customer Service Companies, LLC [redacted] its member companies (N.E.W.), is a third party provider of extended service plans, buyer protection services [redacted] product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers [redacted] manufacturers innovative, customizable solutions for the delivery of customer service [redacted] 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 Xbox video game system from [redacted] with an extended warranty When you had a problem with the console you submitted it for repairIt was returned to you unrepaired, so you sent it back for a second time The second repair attempt was also unsuccessfulYou returned it to Asurion for a third time only to receive a phone call a month later advising the unit would not be repaired The first explanation was that the [redacted] was not covered You were later advised the product was damaged [redacted] that was the reason for denial No one was able to provide an explanation of why it took so long to provide you with information that the unit was damaged or why it was previously returned unrepaired The desired resolution listed in your complaint is to have your product repaired A review of your service history for the replacement plan you purchased has been completedThe research revealed you initiated a claim with N.E.W February 18, for your [redacted] because it was not reading discs or responding It was received at our service center February 27, [redacted] marked as repaired on March 4, You notified N.E.Won March 13, the unit was freezing It was received a second time March 23rd [redacted] marked as repaired the following day [redacted] returned to you N.E.W received notice from you April 5, that the unit still had issues playing discs [redacted] freezing upIt was received a third time April 14, [redacted] repaired April 20th with a note that it passed all tests before being returned to youOn May 5, you informed N.E.Wthe [redacted] was still not working A reimbursement of the purchase price paid for the product was initiated under our “no lemon” policy which states if a product is repaired three times for the same issue [redacted] requires a fourth repair we will provide a refund of the purchase price Upon receiving the item a fourth time, there was impact damage to the unit Photos provided by the service center confirmed the damage Because of the damage that was not there during the first three repair attempts, the reimbursement of the purchase price was deniedYou disputed there was damage to the unit when you sent it to N.E.Wthe final timeA resolution specialist spoke with you [redacted] agreed to provide a reimbursement of the purchase price for customer satisfactionA check in the amount of $was issued June 15, If you have not received the check upon the receipt of this letter please contact me directly at the phone number below or by e-mail at ***@asurion.com I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator | ***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN

June 11, [redacted] ** [redacted] Case # [redacted] ** [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 filed a claim with N.E.Wand sent your product to be repaired on Friday May 23, You received an e-mail advising the repair to your product was completed Friday May 30, You waited business hours as requested in the e-mail before checking the status of the return shipmentThe [redacted] return tracking number assigned to your product indicated that it had not been picked up by [redacted] as of Monday June 2, You paid an additional $to [redacted] to upgrade the delivery and were expecting it to arrive by Tuesday June 3, You feel that e-mails stating “claim complete” should not be sent until the product has been provided to [redacted] for shipping back to the customer The desired resolution listed in your complaint is to receive a refund of the $you paid [redacted] to upgrade the return shipping A review of your service history for the replacement plan you purchased has been completedThe research revealed the repair of your product was completed the afternoon of Friday May 30, An e-mail was sent to you advising the repair was complete and that it was being returned to the address on recordThe [redacted] website indicates you contacted [redacted] on May 30, to make a delivery change upgrade request which you were able to do as you are a [redacted] My Choice MemberThe product was picked up from the N.E.Wservice center Monday June 2, and delivered to you two days later on Wednesday June 4, I contacted you June 10, to discuss your concerns and apologize for the confusion regarding the return shipment of your productThe e-mail you received on Friday May advising the product had been repaired did not provide an expected ship or delivery date, only that the product had been repaired and would be returned to the address listed in the e-mail which was the address we had in our recordsAs the e-mail stated the product was being returned you assumed it was already in route to you when in fact only the shipping label had been generatedI offered to provide you with a $Walmart gift card to cover the money you spent with [redacted] to upgrade the return shipping and provide a goodwill gesture for customer satisfactionYou stated you appreciated the offer and acceptedYou also mentioned you were satisfied with the repair performed for your product and the reason for the complaint centered on the return of your product to you I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

June 16, New Roman"> [redacted] 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 purchased a snow blower in with extended warranty coverage through AsurionIt stopped working in January You submitted a service request in February of this yearIt was picked up for repair May 22, On June 9th you received an e-mail advising the service request appointment had been cancelledYou contacted Asurion for information but the representative told you no claim could be located The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the snow blower or a new one with eleven horsepower A review of your service history for the replacement plan you purchased has been completedThe research revealed a service request was submitted February 12, Asurion attempted to locate a service provider in your areaOn February 14, a service provider was authorized to pick up and repair your snow blowerThe claim history notes added February 28, indicate the service provider never contacted you regarding the piand repair of your snow blowerA second service request was authorized March 3, March 17, you contacted Asurion to state the service center assigned to repair your product requested you deliver the snow blower to them as they were located approximately miles awayYou inquired about an alternate solution or requested the service center come to your home to pick up the snow blowerOn March 24, a service provider that could service you snow blower was located approximately miles from your homeThe service center contacted you to schedule a time to pick up the snow blowerThey indicate you canceled the service request advising them that two prior repair attempts had been unsuccessful, and that upon your return from an out of the country trip you were going to take the snow blower back to The Home DepotOn May you contacted Asurion to let us know that the service repair center never came to pick up the snow blowerYou disputed the statement that you refused a technician from the service center from being able to pick up your snow blowerA third service request was approved and a technician picked up the snow blower for repairI contacted the service center and spoke with the technician who picked up your blowerHe stated that there has been difficulty locating parts but that they do still have your snow blower and will repair it as quickly as possible once parts are availableThe e-mail that you received on May 9, stating the service appointment had been canceled was an auto-generated e-mail that was sent in errorIt occurred when a representative noticed two open service requests and closed the older of the twoThe most recent service request remains openI left a message for you apologizing for a less than satisfactory experience and stated the repair was not complete and that I would try to provide updates on the status as they are available 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

October 16, [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 sent your TV in for repair in July and when it was returned to you it was brokenIt took several calls initiated by you and more than a month to receive a replacement TVThe replacement was defectiveA reimbursement for the purchase price you paid for your TV was promised to you and has not been received as of the date you filed this complaint The desired resolution listed in your complaint is to receive the refund you were promised for your TV immediately and a refund for the warranty cost A review of your service history for the service plan you purchased has been completedThe research revealed a claim initiated on July 7, for your televisionOn July 25th you alerted N.E.Wthat your television was received after the repair and its screen was broken and the shipping box was damagedYou were asked to email pictures in to N.E.WThe pictures were received on August 1st and the process to have your television picked up was initiatedOn August 18th you called for the status of your television being replacedAn order was placed on August 22nd for a replacement television for you and the replacement was shipped to you on August 25thYou called on August 27th to advise the replacement television had arrived and there were lines on the screen and a very dark pictureThe defective replacement was picked up on September 3rd and your gift card was issued on September 22nd We spoke on October 7th, and I apologized for the inconvenience caused during the process to complete your claim on your televisionI offered to send you a complimentary gift card for the delay in you receiving a replacement, the replacement being defective and the delay in you receiving the reimbursement for the purchase price you paid for your television 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] P ###-###-#### | F ###-###-#### | www.asurion.com

June 11, face="Times New Roman"> [redacted] Charleston, SC [redacted] Complaint ID# [redacted] Dear [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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: “They haven't been sent a refund check for a broken tablet I sent to them months ago and only people of Arab decent I need to receive refund check that according to them was sent months ago,” The following is the desired resolution listed in your complaint: “Refund check of 160.00.” A review of your service history for the replacement plan you purchased has been completedThe research revealed your original claim payment of $was issued on May 5, and mailed to the address listed in this complaint Calls to N.E.Ware noted in your service request between May 19th and May 25th regarding your claim check never arriving in the mailA stop payment was initiated on May 25th and a second check was issued on June 1st and sent to the address listed in this complaint under [redacted] tracking # [redacted] for overnight deliveryThe [redacted] website reflects the package being delivered on June 2nd Please accept my apology for any inconvenience the delay in your claim payment being received may have causedWe regret that your claims experience has been less than satisfactory and value you as our customer I hope this response provides you with the necessary information to close out this complaint filed against N.E.W If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: it's not the device I'm speaking of nor is the claim that is being worked on is mine I sent in my [redacted] which is a value of before taxes The response is for an I pod [redacted] which I do not own nor have I ever Also, the email address used to send reimbursement is not mine either You have now provided another customer's email address to another Which is not best privacy practicePlease, contact me at [redacted] so the right claim can be worked on Also, I called left a message Regards, [redacted] ***

March 10, [redacted] Orlando, FL Case # [redacted] Ms [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 submitted your laptop computer to N.E.Wfor repair on four occasionsYou were advised you would receive a reimbursement of the purchase price paid for the laptop only to be told later that the laptop did not qualify for a reimbursement because the problem was software relatedAs N.E.Wreplaced the Operating System, N.E.Wshould be responsible for problems associated with the software The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the laptop A review of your service history for the replacement plan you purchased has been completedThe research revealed a reimbursement of the purchase price paid for the laptop was submitted and approved February 25, A check was issued to you and sent February 26, via [redacted] next day delivery top the address at the top of this letterThe [redacted] website indicates it was delivered at 11:am Friday February 27, If you did not receive the reimbursement check please contact me directly at ###-###-#### or by e-mail at [redacted] I hope this response provides you with the necessary information to close out this complaint filed against N.E.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] | Suite | Nashville, TN

November 10, [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 An [redacted] computer was returned to you with physical damage from N.E.Wafter being repairedThe box it was sent to you in did not have any sign of damage, and you dispute that it was damaged before being sent to N.E.W A second service request was submitted so that the service center that performed the initial repair could inspect the productIt was returned to you again without the physical damage being corrected along with a letter stating cosmetic damage is not covered The desired resolution listed in your complaint is to have the damage repaired, or receive a replacement computer of the same make and model A review of your service history for the replacement plan you purchased has been completedThe research confirmed the statements in your complaintOn October 31, 2014, in an effort to provide a better customer experience, a supervisor at N.E.Wagreed to submit a follow up request and approve the repair of the physical damage sustained by your computerThe service center assigned to perform the repair has been advised of thisA return shipping label has been provided to youThe tracking information indicates your computer should arrive at the service center November 11, If the computer is returned to you a third time with the issue not corrected, please contact me directly at ###-###-#### or by e-mail 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 voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

July 28, [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 They lost my laptopMy laptop screen went bad in JuneI got it back on June 25th and when that was fix it had other problemsI called to resend it outI kept having to call because I never got a email about it being processI finally got it process on July 1stI got my first box on July 3rdI sent out the laptop for repairI got another box to return it on July 7thThis is the box that is tied to my accountThe laptop is now missingNo one can find itNot only did I have trouble trying to get it repair again they have now lost it The desired resolution listed in your complaint is to receive a replacement laptop or a refund for the purchase price you paid for your laptop computer A review of your service history for the service plan you purchased has been completedThe research revealed that a service repair was completed for your laptop computer on June 21, After the unit was returned to you, you discovered there were still problems with the laptop booting correctlyOn July 1, a rework request was submittedA prepaid shipping label was forwarded to you to send the laptop back to the service centerOn July 14, you contacted N.E.Wfor an update on the repair status of your laptopAt the time of your call N.E.Whad no information that your laptop had been received by the service centerLater the same day notes were added to your claim that the laptop had been located A service advisor contacted you to let you know N.E.Wdid have your laptop and would proceed with the repairI spoke with you July 22, You confirmed you were advised N.E.Whad the laptop, and that the repair request would be completedI ended the call asking you to please contact me directly if there were any other issues that arose causing concern for you I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### Regards, Ken P [redacted] Compliance Coordinator [redacted] voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

December 9, [redacted] Irvington, NJ [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 submitted a claim with N.E.Wfor a defective baby stroller on February 16, that was purchased at [redacted] **You were advised you would receive a prepaid return shipping label so that you could have the stroller sent to one of our service centersAfter approximately six weeks passed without receiving a return shipping label you contacted N.E.Won April 5, to follow upThe representative you spoke with stated rather than having the stroller sent to a service center, you should dispose of it and purchase a new oneHe informed you upon purchasing a new stroller, you should then forward the receipt to N.E.Wand a reimbursement of the full purchase price would be provided to youYou asked if the receipt needed to be submitted within a certain time frameThe representative stated it did not as you had already initiated the claimYou repeatedly checked with [redacted] for the same model of stroller, however it was never available in their inventory, so you never purchased a replacementYou contacted N.E.Won November 15, to inquire if there may be a different alternative availableOn this call you were informed the claim had been closed and no further action would be taken The desired resolution listed in your complaint is for N.E.Wto honor the claim A review of your service history for the replacement plan you purchased has been completedThe research revealed you did contact N.E.Wto submit a claim on February 16, The claim was approvedA prepaid return shipping label was sent to your e-mail address on file at the timeA reimbursement in the form of a check payable to you was to be the method of fulfillment upon N.E.W.’s receipt of the stroller Our research also confirms your statement that you contacted N.E.Wagain April 5, The notes from that call reflect the fulfillment process was changed and that N.E.Wno longer expected the claimed stroller to be returnedThe claim was canceled October 5, exceeding days with no activityYou were informed on your call to N.E.WNovember 15, the claim was unable to be reopened as your Plan had since expired I spoke with you December 3, and apologized for a less than satisfactory experienceI stated that I believed you were advised to provide a receipt copy after purchasing another stroller, and that you were informed there would be no time constraints to submit a receiptAs such I agreed to submit a request to provide a reimbursement of the purchase price you paid for the stroller in the amount of $You indicated this would be a satisfactory resolution to your complaint 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

March 18, Roman"> [redacted] Tunkhannock, 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.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you received different information from N.E.Wcustomer service representatives regarding the expected time frame to receive a reimbursement of the purchase price paid for your mobile device, a Straight Talk cellular phoneYou were first informed if a replacement device was unavailable you would receive a refund of the purchase price in 2-daysA second representative advised you once the claimed device was received and verified, the reimbursement would be received in 24-hours The third representative advised you the reimbursement may take up to six days The desired resolution listed in your complaint is to receive a reimbursement of the purchase price you paid for the Plan A review of your service history for the replacement plan you purchased has been completedThe research revealed on December 28, you contacted N.E.W to submit a claim for a mobile device you purchased October 22, at [redacted] .comNotes added by the first representative you spoke with indicate she advised you a reimbursement via [redacted] gift card would be processed within 24-hours after the device has been received and inspectedA prepaid return shipping label was provided for you to use to send the mobile device to our depot centerThe tracking number assigned to the return label indicates the device was received at our depot center Friday January 2, The representative you first spoke with did not inform you hours that occur during weekends are not counted towards the expected time frame to receive a reimbursementYou should have been advised -business hours to receive a reimbursementYour reimbursement was processed on Tuesday January 6, and issued the next day January 7, which is still within the hour expectancyOur research confirms the gift card has been utilized in full and has a $remaining balance I regret to inform you we are unable to refund the purchase price you paid for the extended PlanIt is the existence of the Plan that permits the reimbursement of the purchase price paid for your mobile device 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

October 28, [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 N.E.Wfailed to honor your protection plan for a [redacted] wireless deviceWhen your claim was submitted you were advised you would receive a reimbursement via e-gift card within two hoursThe following day you received a request to submit a copy of the receipt which you didLater you were advised the wireless device would need to be sent to N.E.WOn October 7, you received an e-mail notification your reimbursement would be sent within – hoursAfter more than ten days you had not received your reimbursement e-gift card The desired resolution listed in your complaint is to receive the reimbursement via e-gift card that you have been expecting A review of your service history for the replacement plan you purchased has been completedThe research confirmed you were asked to forward a copy of the purchase receipt for your wireless device, and to send the device to N.E.Wto initiate the reimbursement which you didYou contacted N.E.Won October 10, after you had not received the expected reimbursementA corporate resolution specialist named Leigh Ann followed up with you and resubmitted the reimbursement requestOn October 17, Leigh Ann spoke with you and confirmed you did receive the reimbursement N.E.Wvalues your business and we regret that your experience was less than satisfactoryWe will follow up with the representatives involved with your claim to provide coaching on the expected time frame to complete a claim and for the customer to receive a reimbursementI 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 kp***@asurion.com voice ###-###-#### fax ###-###-#### Asurion I Grassmere Park, Nashville, TN

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Your position or determination "that bent or broken pins on an [redacted] are not the result of defects in materials or, normal wear and tear, but are in fact due to accident or misuse even if unintentional" is NOT based on material facts. It is very disappointing to hear that a company will imply that a high volume device component cannot fail due to a material defect or wear out and fail due to exceeding its useful life. If you can provide manufacturer’s documentation to show that the 100% of the population (at 100% confidence limits) that the connectors are free from any material defects and the connectors have an infinite useful life only then will I accept your stated position. An accurate diagnosis of the actual cause of the damage to the [redacted] cannot be made without a qualified root-cause analysis of the actual device. You did not give a response to my statement that NEW does not have a process in place to determine root cause of mechanical failures. Is it accurate to say that N.E.W. does not have a process in place to determine root cause of mechanical failures? If not, I formally request a written copy of your current root cause analysis process. Regards, [redacted]

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