Johnstone Supply

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

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 copied below I purchased a laptop at an [redacted] store and purchased an additional two year accidental service plan with the laptopThey refuse to honor it I purchased a laptop with an additional two year replacement/accidental plan with [redacted] The replacement plan was through AsurionWhen I contacted Asurion they stated that they no long cover my warranty and that I was given misinformationHowever I was not given misinformation and the policies have just changed since the date of purchaseA company who will not honor policies that they sell to their customers has no business selling products and servicesIt was a waste of my time and moneyI will never purchase an asurion accidental plan for electronics again! The desired resolution listed in your complaint is to receive a replacement laptop or a repair of your current laptop A review of your service history for the replacement plan you purchased has been completedThe research revealed you registered a Hewlett Packard laptop computer with N.E.Wthat was purchased January 30, The service plan you purchased provided months or two years of coverageThe coverage provided by N.E.Wis inclusive of the manufacturer’s warrantyDuring the first year of the service plan N.E.Wprovides coverage for some perils that are not covered by the manufacturerDuring the initial portion of the plan when it overlaps with the manufacturer’s warranty, the Plan provides multiple enhanced coverage’s to customers that begin on the date of purchaseSurge protection is available for all products that utilize a power source and Accidental Damage Handling (ADH) is available for portable electronicsThese are benefits that manufacturer’s do not typically provide in their warranty This ADH and power surge coverage are inclusive of the year manufacturer’s warranty; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warrantyIn months through month 24, the service plan continues to provide some of the manufacturer’s benefits as well as certain additional benefits listed within the plan’s terms and conditionsYour service plan was purchased January 30, and lasted for months or through January 29, 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: they are rejecting the repair saying it was physical damage, I know that there was no physical damage and this is all manufacturing defect this is there way of getting out of not repairing it and claiming it to be physical damage Regards, [redacted]

December 22,
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*** ***
*** *** ***
Saint Louis, MO ***
Case # ***
*** ***,
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
On July 4, you purchased a *** *** tablet with a two year service plan administered by AsurionYou were assured the Plan would provide for a replacement battery if neededWhen the tablet failed to hold a charge you submitted a service request with AsurionIt was returned without the battery being replacedYou were advised on a follow up call that if you resent it to our service center the battery would be replacedYou did so and it was returned to you a second time, again without the battery being replaced
The desired resolution listed in your complaint is for Asurion to replace the battery or provide a replacement tablet of equal or greater value
A review of your service history for the replacement plan you purchased has been completedThe research revealed your tablet was submitted twice for repair with notes specifically mentioning the battery needing to be replacedI spoke with you and offered to provide a reimbursement for a battery if you wished to purchase one and forward a receipt copyYou were not comfortable with trying to replace the battery yourselfYou also were not comfortable sending the tablet for a third repair attemptIn light of the time that has passed without the issue being resolved, I offered to provide a reimbursement of the purchase price of $plus sales taxA check request has been submittedI will provide updates to you as they are made available to me
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####

May
5,
***
***-***
*** *** *** *** * ***
*** ** ***
Case
# ***
**
***-***,
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, N.E.Wwill not complete a service request to repair your
television even though the damage was not caused by anyoneYou indicate that
you were home alone with your two year old daughter when you heard a loud sound
and discovered a crack on the inside of the screenA claim was submitted and
you were asked to forward pictures of the damage which you didYou later
received an e-mail notification that the type of damage sustained to your
television is not covered under the extended service planYou disputed this
and a technician was assigned to visit you homeThe technician diagnosed the
damage and advised you to contact N.E.WYou
received a call from N.E.Wadvising
you again the damage was not coveredYour next statement read as follows, “I
disputed this because even if I believe it is cracked, no one had cracked it,
because I was the only one home with my two year old daughter who is obviously
not strong enough to damage a inch television.” You feel due to dissatisfaction from a
previous claim completed in January we should be able to fix or replace
your television
The
desired resolution listed in your complaint is to receive a refund or a
replacement of your television
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed in January you submitted a claim for a
*** inch television which was purchased in It was replaced with
another inch television from another manufacturer as the same *** model
you had was no longer availableThe fulfillment of this claim has no bearing
on your current claimWhen you called to submit your second claim you
completed our request to send photos of the damage to your televisionThese
photos indicated the television had sustained damage due to impactWhen you
disputed this a technician was assigned to visit your home and provide a second
opinionHe too confirmed the cracked screen was due to impact damageYou contacted
N.E.Wto state the technician
advised you the crack happened internallyN.E.W
followed up with the technician who advised us that he did not diagnose the
crack from an internal source, but in fact confirmed it was due to an external
forceThere is a thin layer over the LCD screen which will allow you to view a
cracked screen, but prevent you from feeling it if you run your hand or fingers
over itThis may be why you feel the damage is internalYou admit there is a
crack in the screen of your television but state no one caused the crackYou
mention your two year old is not strong enough to damage the screenOur
experience with two year olds is they are capable of throwing an object that
could damage a television if struck
N.E.Wvalues you as a customer and regrets that your experience has been
less than satisfactoryAs our original diagnoses of impact damage was
confirmed by a qualified technician we remain unable to fulfill your request to
provide a replacement 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,
*** ***
Compliance Coordinator, ***
voice ###-###-#### fax ###-###-####
v

May 13,
*** ***
*** *** ***
Genoa, IL ***
Case # ***
*** ***,
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, approximately
three years ago you purchased a 55” television from *** along with an
extended protection plan administered by N.E.W.
On April 2, the television stopped workingA service provider was
assigned to provide an in-home appointment to service your television. The service provider later contacted you to
state they would not complete the appointment as your home was outside of their
service areaA second service provider was assigned and an appointment was
made for April 13, between 5:PM and 8:PM. You made two phone calls during the scheduled
appointment time to confirm the appointment would be kept which you were
advised it would be. After the 8:PM
deadline passed with no one showing, you called again and were transferred to
the service providerThey informed you they did not have an appointment
scheduled with youDuring the phone call a technician attempted to diagnose
the issue and stated he would order parts need to complete the repairAs no
one had looked at your television at this point this was a concernYou were
advised your concerns would be forwarded to upper management and that someone
would contact youAs of May 4, you feel N.E.Whas shown no interest in
providing service for you and the time frame you were given is unacceptable
The desired resolution listed in
your complaint is to receive a credit towards the purchase of a replacement
television
A review of your service history
for the service plan (“Plan”) you purchased has been completedThe research revealed
you first you contacted N.E.WApril
3, to report an issue with your televisionThe registration of your Plan
had not been completed at that time, but was done so April 8, once we had
the serial number for your television. A
service provider was located with an appointment scheduled for April 9,
between 5:and 8:PM. Later, on
April you called back to request a different service providerOur notes
reflect the first service provider, while it appeared that they did perform
evening appointments when we scheduled the appointment, does not perform
appointments after 5:PM. A second
service provider was located that confirmed they did provide appointments after
5:PM. An appointment was scheduled
for April 13, between 5:and 8:PM.
Our notes reflect you called April 14, to inform us the service
provider did not keep the scheduled appointment but spoke with you over the
phone and ordered parts they believed were necessary to repair your television
On April 23, the service center advised N.E.Wthat they did not receive one of the needed parts, further
delaying the repairA request to provide you a reimbursement of the television
was submitted April 29, however it was denied as the service provider stated
they now had the necessary parts and scheduled an in-home appointment for May
4, On May you contacted N.E.Wafter 5:PM to state no one
showed for the latest scheduled appointmentAt this point a request to provide
you with a reimbursement of the purchase price paid for the television was
approvedOur records reflect an e-gift card for the purchase price was
invoiced May 6, and will be forwarded to your e-mail address that we have
on fileIf you have not received the reimbursement upon receiving this letter
please contact me directly at ###-###-#### or by e-mail at ***@asurion.com
We appreciate your business and
want you to know the service you received is not typical of the service we
strive to provide on a daily basisWe will follow up with the service centers
assigned to your claim in an effort to prevent similar experiences for
occurring with other customers in the future
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***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

December 11,
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*** ***
*** *** ***
***, TN ***
Case # ***
*** ***,
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 have submitted your tablet for repair five times for the same problem which began almost immediately after purchaseYou have been repeatedly told that if your tablet required an additional repair you would receive a reimbursement of the purchase price under the “no lemon” clause of the extended service PlanYou were advised by a N.E.Wrepresentative during your last repair that you would receive a reimbursement, only to later be told another service repair would be completed
The desired resolution listed in your complaint is a reimbursement of the purchase price you paid for the laptop
A review of your service history for the replacement plan you purchased has been completedThe research revealed that N.E.W. completed three separate repairs for your tablet, all for the same issueThe other repairs you mention were performed by the manufacturerI spoke with you Tuesday December 9, You stated you had received the tablet from the most recent repair, but were not comfortable as each repair only lasted a few weeksI agreed that your tablet fit the definition of a “lemon” and as such I offered to provide a reimbursement of the purchase price paid for the tabletYou stated this would fulfill your desired resolutionI informed you a prepaid return shipping label would be provided to you and upon receipt of the laptop, the reimbursement would be issuedI will overnight the reimbursement check to you once it is 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,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####

[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: ***
I am rejecting this response because: The very first *** TV I purchased had black vertical lines not horizontal, in the same spot where my TV has a black dotIt doesn't matter if it is a dot or a line, it is still from panel tabs failingIf I would have not returned the first TV in the time frame that I did, it would have had more panels tabs failing like mineI told the initial customer service repthis and it was not documented, because all I keep hearing is that mine had a black dot and the first one had black vertical lines which like I stated are panel tabs failingSo, let's go back to when I first noticed the black vertical linesTV was purchased in Jan2013, September of 2013, noticed black vertical lines which are panel tabs failing just like the first TVAt that time, I was going to file a claim, but I had car issues to where I had to work days a week, hours a day, so there was no time to file knowing I had to be at home for someone to take a look at itSo, September goes by until I noticed the black dot in DecemberSo ever since then, I've had the black dot caused from panel tabs failingI was going to file a claim in December, but my car was not fixed yet so, I couldn't make an appointment due to working so muchMarch of came, I was going to file a claim, but then my air conditioning went out on my home, so another set back on filing a claim and getting my TV fixedSo here we are nowThe black dot on my TV is the size of a nickel just like it was in December.
I also, researched on *** and out of customers that purchased this particular model, had panel tabs failing issues, alsoSo, I know it's not just mine or the fact that I was informed there was an impact to my TVI work very hard everyday and this is my very first ever flat screen TV, and to say I did this is utterly absurd. I did a lot of research before buyingFor the money, this TV was the best choice, so I went with itThe sound is great, picture is greatI didn't think I would have panel tabs failing within a year of buying itBut, after filing this claim and researching, it's a common issue in some TV brands like ***I would buy *** again because at least this TV has a great sound unlike other preferably name brands I've heardThen, because I had car and AC issues couldn't file a claim to get it fixed sooner, caused it to form like a circle.
So, *** that's where we are nowSo, now you know how my first TV started off with black vertical lines and this TV also started off with black vertical lines in the same spot is kind of fishy, you gotta agree with me hereI'm not trying to get screw your company over or get some for nothingAll I would like is to watch my TV without seeing a black dot the size of a nickel on my TVI tried to call you on Friday, but got your voice-mail, then actually left a message for you regarding car insurance by mistake, so ignore that message if you willI am located in Arizona, Mountain Time zoneNot sure what time you left the office on Friday 6/13/2014, but knowing that it was Friday the 13th, I'm pretty sure you left work early...lol, Me, by the way I got off work at 2:30pm MT and saw car accidents on the way home, weirdYou can call me at ***, but I'll more than likely be at work, but I can call you back on my break or lunch hourI am hoping we an come to a resolution regarding this *** TVI look forward to getting your reply
Regards,
*** ***

July 11,
class="**oNormal">
*** ***
*** *** ***
*** ** ***
Case # ***
***,
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
Very disgusted. Was told they would fix phone within to hours but each day they change the start time and even talked to supervisorMy service request number is *** *** received it on the dock, I have talked to customer service reps, and a supervisor named ***. Each time the person has not been friendly, but the second customer service was nasty and hung up on me. First they told me to hours from when I ship it out I will get the reimbursement (I’m currently without a cell phone and no way to get to work), so I did it on a weekend so I wouldn’t be without but a day at mostI called Monday after it had not come and was told their system did not get a scan until Saturday night so it wouldn’t reimburse until TuesdayI called back Tuesday and the nasty woman told me Saturday did not count as a business day so it would not fund until Wednesday. Just got off the phone for Wednesday and was told they received it yesterday as the tracking number shows by *** *** on docks, but their system doesn’t count hours until Wednesday morning for some odd reason. Then talked to a supervisor who told me it will now be - hours from Wednesday morning because system scan failed but she could possibly do nothing about and basically had the attitude of too bad. Very pissed off and will never buy a replacement plan from Asurion again, I am telling everyone I know, posting on every online forum, and I work in sales so I am making sure to recommend, DO NOT BUY!!!, so far I’ve talked people out of it, and I’m going to continue to save people the stress and headache that has become me
Your statement of the Desired Outcome/Settlement is as follows:
I just want the gift card so I can get my cell phone, and maybe to teach your employees to be nicer and instead of just telling me what I can see online at home and know nothing else and can do nothing else, even supervisorWaste of space
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won June 27, to report an issue with your cellular phoneN.E.Wforwarded a return shipping label for you to use to send the cellular phone to usThe *** tracking number from the shipping label indicates N.E.Wreceived it on Tuesday July 1, The reimbursement gift card issued to you has an invoice date of July 2, and was issued on July 3rd. I attempted to contact you to confirm you received the reimbursementThere was no answer and I was unable to leave a messageIf you have not received the reimbursement please contact me as soon as possible so we may issue a stop payment and reissue another one to youI’d like to apologize for the misinformation provided to you and for the way you were spoken to when you called to inquire about the status of your reimbursementIt certainly is not typical of the customer service we provide to our customersWe will review the call history and address any issues with the representatives involvedYou were advised correctly that once the tracking number registers as in route to N.E.Wthe reimbursement payment is “triggered”This means the reimbursement has been initiated however it will not be completed until N.E.Wactually receives the product and confirms it is the correct item
N.E.Wdoes value your business and we regret that your experience was less than satisfactoryI 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,
*** ***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

May 5,
face="Times New Roman">
*** *** ***
*** *** ***
*** ** ***
Case # ***
*** ***,
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, N.E.W
has failed to complete a repair of your televisionYou have been without your
television for almost a month, with the only explanation for the delay being
that parts are on backorder
The
desired resolution listed in your complaint is to have your television repaired
in a timely manner or have it replaced
A review of your service
history for the replacement plan you purchased has been completedThe research
revealed that a decision was made to reimburse you the full purchase price paid
for the television plus sales tax as a goodwill gesture for customer
satisfactionOnce issued, the reimbursement check will be overnighted to youParts
were required to repair your televisionIn an attempt to expedite the repair,
an effort to locate the required parts from other vendors was conducted however
proved to be unsuccessful
I spoke with you this morning
to discuss your experience and advise you of the reimbursementI apologized
that your experience was less than satisfactory and asked you to keep my
contact information should you have any concerns or need to submit a claim in
the future
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,
*** ***
Compliance Coordinator, ***
voice ###-###-#### fax ###-###-####

June 18,
face="Times New Roman">
*** ***
*** *** ***
Lakeland, FL ***
Complaint ID#***
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:
“REF: Office Depot Performance
Protection Plan Service request number *** I submitted my claim on
lineApril, and received response from
***,
stating "Good newsYour claim is approvedA prepaid *** shipping label
will arrive by email or first class mailPlease follow shipping instructions
and use it to return the product and accessoriesYou will receive a Gift Card
at the address providedIt will be activated and funded within to business
daysApril email from Asurion claims review team stating if they need
additional information they would contact me in to daysNo contactThere
has been no response to any attempted contact with the claims review team by
telephone or from the [email protected] product and photo copy of
the sales receipt was received at the Asurion dock May, I still do not
have a resolution to my claim.”
The
desired resolution listed in your complaint
“There has been an unacceptable level of expected
serviceI expect Asurion Services compensate me for my loss of use of my
device and my time, by doubling my claim settlement.”
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed your claim had been selected for additional
review which delayed it being completedA manager on N.E.W.’s Program Management team spoke with you regarding your
compliant on June 15, and apologized for any inconvenience or frustration
this may have causedShe verified how you wanted to receive fulfillment for
your claim and approved the claim for immediate fulfillment so you would
receive a check
Your
check in the amount of $(the purchase price of your laptop plus tax) for
your claim was sent to you under *** tracking ***Their website
reflects your claim payment check was delivered on June 17,
As to your requests to have
your claim payment doubled, this is not provided for under the terms and
conditions of the replacement plan you purchased for your tablet
Specific language from the
terms and conditions is listed below for your reference:
WHAT IS NOT COVERED: (8)
consequential or incidental damages, including but not limited to, loss of use,
loss of business, loss of profits, loss of data, down-time and charges for time
and effort;
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***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

August
1,
*** ***
*** ** *** ***
*** *** ** ***
Complaint
ID#***
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:
The warranty program for *** refuses
to cover your phone, refund you for it or replace it like the *** employee
said the program shouldYou purchased two (2) phones for your business along
with warranty programs for eachYour claim for your *** phone has been
denied.
The
desired resolution listed in your complaint id to receive a reimbursement of
$99.88, the purchase price you paid for your phone
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed a call placed to the product care plan on July
16, to inquire about the claim for your mobile device being deniedThe
notes reflect you being advised that your mobile device being damaged in
association with a motor vehicle being damaged would not be a covered.
We
spoke on July 28, and I apologize for any inconvenience you may have been
causedI offered to reimburse you for the replacement plan you purchased for
your mobile device since the plan would not cover your mobile device being
accidentally dropped out of your pocket and damagedDuring our conversation
you indicated you had mailed the product care plan in Sterling, VA cancellation
requests for the two (2) mobile devices you purchased for your businessI
advised that I would process the refunds for both plans by close of business
Friday, August 1st
I
want to apologize for the level of customer service you stated that you had
experienced being provided inaccurate information regarding what the plans
coverThis is not characteristic of the quality or reliability of our
servicesAny feedback from our customers assists us in improving our quality
of service
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
SrCompliance Coordinator | ***
P ###-###-#### | F ###-###-#### | www.asurion.com

June 11,
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*** ***
** *** ***
*** ** ***
Case # ***
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 *** *** computer from *** in October with a two year extended service planIn August of you contacted NE.Wbecause the computer began having problemsYou were instructed to contact *** the manufacturer as it was still under their warrantyYou were also informed the coverage of the extended service plan began after the manufacturer’s warranty expired and would be in effect for two yearsYou contacted *** and they repaired the computer for youOn May 16, you contacted N.E.Wdue to the computer not working properlyThe representative you spoke with advised you the extended service plan ran concurrent with the manufacturer’s warranty and had expiredYou repeated what you were advised in August of however the service request remained denied
The desired resolution listed in your complaint is for N.E.Wto honor the service plan you believed to be in effect for two years after the expiration of the manufacturer’s warranty.
A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wwas contacted in August of regarding an issue with your computer and you were advised to reach out to the manufacturer as it was less than a year old and under their warrantyThe information provided to you regarding the effective dates of the extended service plan was incorrectThe plan actually begins at the time of purchase and provides coverage for a period of two years; however it also provides additional benefits during the term of the manufacturer’s warranty that is not covered by their warrantyPower surge protection is an exampleWe identified that some representatives have provided inaccurate information to customers regarding the effective dates of the service plansRetraining has taken place since we made that discovery and we are working hard to prevent customers from receiving wrong information about their extended plans in the futureAs an error was made on our part, a decision has been made to provide you with a reimbursement of the purchase price including sales tax that you paid for the computerI spoke with you Friday June 6, and you stated this would provide you with an acceptable resolution
We at N.E.Wappreciate your business and regret that your experience was less than satisfactoryI 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,
*** ***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI want to thank *** for reaching out to me about my experienceThis complaint can now be closedThanks again
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
This worked out well no thanks to the initial rep I spoke with!
Regards,
*** ***

April 30,
New Roman" size="3">
*** ***
*** *** ***
*** *** ** ***
Complaint ID#***
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:
Keep it New customer service has failed
to respond to your oral and written requests for assistanceThere were
unreasonable delays in the servicing of your product and its delivery back to
youYou also state additional damage was caused to you product.
The
desired resolution listed in your complaint is to receive an apology and an
exchange or replacement with a brand new laptop, to include a free two year
warrantyYou also ask to be reimbursed for ** *** Professional Plus due to
your recovery disks being returned to you empty.
A
review of your service history for the service plan you purchased has been
completedThe research revealed the last time your laptop was received for
repairs was March The laptop was diagnosed with no trouble found and
tested for hours then shipped back to you at a location in California on
March 28, There was communication from you on March 28, shortly
after your laptop was shipped out to be returned to you requesting a delivery
address change to a location in OregonThis information was provided to the
service center that repaired and had already shipped your laptop back to you at
a location in CaliforniaThe package containing your laptop was delivered in
California but later rerouted to OregonThe last information I received from
*** who was the courier utilized to ship your laptop back to you was that the
laptop was unable to be delivered to the location in Oregon and was rerouted
back to the location in California
I
called the contact number listed in your compliant on April 16th and
23rd and left a message for a return call to discuss your complaint
You returned my call on April 24, at 8:pm CST/6:pm PSTYour message
indicated you wanted me to return your callI called the contact number you
left in your voicemail on April 25, at 1:pm CST/ 11:am PST
We
spoke on April 29, and you verify receiving your laptop and that it was not
working properlyA decision was made to process a service solution for you to
be reimbursed for the purchase price of your laptop plus tax for customer
satisfactionWe discussed your claims processing experience and due to the
lengthy delay in your laptop being returned to you and it still not working
properly *** gift cards in the amount of $were sent to youThe
reimbursement check for your laptop should arrive in to business days and
the *** gift cards by May 9, 2014.
Please
accept my apology for any inconvenience you may have been causedThis is not
characteristic of the quality or reliability of our service.
Please
contact me directly at ###-###-#### between the hours of am and pm CST so
an amicable resolution may be provided.
Regards,
*** ***
SrCompliance Coordinator | ***
P ###-###-#### | F ###-###-#### | www.asurion.com
v

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Today, a service call was completed by *** *** TV Service at my home at the request of Ken P***They were able to determine in a few minutes that there is an issue with the TVThey identified an issue with the TV panel or lampsThey indicated they would contact Ken Page directly regarding the repair costsI will accept reimbursement of the repair cost or the full price of the television plus taxThe service technician did mention that he did not believe there was any way that the repairman at the warranty company would not have identified an issue with the television having it for as long as they did, supposedly testing it for the entire time
Regards,
*** ***

June
10,
*** ***
*** *** *** *** * **
Orlando,
FL ***
Case
# ***
*** ***
N.E.Wreceived your rebuttal
statement to the response letter we submitted addressing the concerns you
expressed in your Revdex.com complaint. Your original complaint is summarized again
below
According to your complaint filed with the Revdex.com, in
November you purchased a 50” LED television from ***Approximately
two weeks ago you removed the television from the box it came in to hook it
up. Upon doing so you noticed the screen
was cracked and also appeared to have water damage. The damage was puzzling to you as the
television has remained in a corner of your living room since December
You contacted N.E.Wto submit a claimEach representative you spoke with
advised you the damage to your television is not a covered peril.
In our original response to your
complaint we outlined item # from the terms and conditions of the service
plan you purchased for your televisionThe section was labeled: What is Not Covered
WHAT
IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS
(UNLESS YOU PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT
INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH
ALTERED OR MISSING SERIAL NUMBERS.
You were advised the service plan
you purchased at *** and that is administered by our company does not
provide coverage for televisions which have sustained either accidental or
liquid damage.
Your rebuttal statement is copied
below in its entirety:
“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 eitherIn 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 warranty I purchased along with the
television.”
We sincerely regret your
experience with N.E.Wdid not meet
your expectations. We stand by our
original reply that your claim was denied because the problems you have
described are not covered by the service plan you purchased for your
television. As mentioned in our original reply, if you would
like to cancel the service plan because it did not meet your needs I am happy
to do so and provide a refund of the purchase price you paid for the service plan. I only need your acknowledgement that this is
your desire
Please contact me either by phone
at *** or by e-mail at ***@asurion.com if you would like to cancel
the service plan and receive a refund of the purchase price paid for the service
plan.
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

March
18,
*** ***
*** *** *** ***
Mexico,
MO ***
Complaint
ID#***
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:
“On 11/16/we purchased ***
treadmill from *** *** *** for $699.00+taxAt the same time we
purchased a 4year extended warrantee for $from Asurion called *** no
sweat policyApproximately days ago a part brokeOur service request
number is ***We contacted Asurion and were informed yesterday that they
did not want to fix our product but give us a certificate for ***'s *** ***'s for the original purchase priceFirst, what about the remainder of our
warranteeWe purchased years and received less than yearsSecond, if we
are unhappy with *** *** ***'s why would we want to purchase another
product from themAnd last, to replace this treadmill from ***'s would cost
$1499.00.”
The
following is the desired resolution listed in your complaint:
“We would except a refund check for the
purchase price + tax made to meWe also believe that we should receive a
prorated refund of the unused portion of the warrantee.”
A
review of your service history for the service plan you purchased has been
completedThe research revealed a gift card for $issued on March 6,
and emailed to you at ***
This is the purchase price you paid for the treadmill plus taxAdditional
notes in your service request indicate you were upset regarding not also being
reimbursed for the service plan
The
service plan you purchased for your treadmill provided a means for the
reimbursement you received for the purchased price you paid for your treadmill
plus taxSpecific language from the terms and conditions of the service plan
you purchased for your treadmill are included here for your reference
Limit of
Liability: For any single claim, the limit of liability under
this Plan is the least of the cost of (1) the total of authorized repairs
performed up to the purchase price of the product, (2) replacement with a
product of similar features, (3) reimbursement for authorized repairs or
replacement or, (4) the purchase price you paid for the productThe total
liability under this Plan is the purchase price you paid for the productIn the
event that we replace the product, reimburse you for replacement of the product
or purchase price you paid for the product, we shall have satisfied all
obligations owed under this Plan
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

March 13,
*** ***
*** *** ***
Lynchburg, VA
Case # ***
Ms***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
According to your complaint filed with the Revdex.com, you
purchased a *** tablet from *** during a Black Friday saleThe coverage
will not pay for a replacement, only the sale price*** sold you a tablet
It broke and because it was purchased on sale you are refunded an amount less
than what it costs to repair, or replace itYou requested the tablet be
returned to you, but were informed the tablet had been salvaged
The desired resolution listed in
your complaint is to receive a replacement tablet as you were told you would by
a *** salesperson when you purchased the tablet
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WJanuary
16, to report an issue with your tabletA reimbursement of the purchase
price in the form of an e-gift card was initiated the same day. A prepaid return shipping label was sent to
your e-mail address so that you could forward the tablet to N.E.W.
You notified N.E.Wthe return
label was not received via e-mail, so a separate return label was mailed to
youUpon receiving notification the tablet was in route to N.E.Wthe reimbursement was finalized
A *** gift card for the full purchase price you paid including sales tax
was invoiced on January 28, Mr*** contacted N.E.WFebruary 23, to inform us he was unhappy about
receiving the reimbursement via gift cardHe also requested the tablet be
returned to you. Mr*** was informed
we would check to see if the tablet was available to be returned, but that we
could make no guaranteeA *** corporate resolution specialist called Mr
*** back the following day to address his concernsShe advised Mr***
of the terms and conditions for the replacement Plan purchased for the tablet
and also explained the limit of liabilityThe limit of liability statement from
the terms and conditions for your Plan is copied below
Limit of liability: For any single claim, the limit of liability under this Plan is the lesser of the cost of (1)
authorized repairs, (2) replacement with a product with similar features, (3)
reimbursement for authorized repairs or replacement or (4) the price that you paid for the productThe total liability
under this Plan is the purchase price you paid for the product; in the
event that the total of all authorized repairs exceeds the purchase price paid
for the product or we replace the product with another of equal or greater
value, we shall have satisfied all obligations owed under this Plan and the
Plan shall terminate
The depot center that your tablet
was sent to received it February 3, We did not receive the request to
return it to you until February 23, 2015.
Had we received the request within days we may have been able to have
the tablet returned to you, although that is not guaranteedUnfortunately the
tablet had already been salvaged and we were not able to retrieve it
We regret your experience with
our company was less than satisfactoryI 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***
Compliance Coordinator |***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN