N.E.W. Customer Services Companies

Review: The 32 inch LCD TV I received as a Christmas present 12/2012 started having some problems: color was off (everyone had purple lips and the TV screen would turn black from time to time). My son ([redacted]) who purchased the TV contacted [redacted] for needed repairs in late January/early February 2014. We had to contact [redacted] numerous times as the "claim" continued to be dropped by [redacted] despite the continued problems with the TV. We finally received a box to mail the tv back in for repairs to Asurion in April 2014. Received an e-mail from [redacted] that product was received and repairs should be completed and ready to return to me within 5 business days. I was so happy to receive my tv back 04/17/2014 but when box was opened there was letter that "unable to repair product, returning to me "as in" condition." "(Asurion) has contacted my service plan administrator ([redacted]) to inform them of discovery, and have sent pictures of the product reflecting the physical damage, liquid damage, or unauthorized repair, as applicable, to the service plan administrator for review. I called 04/18/2014 and was advised that tv has cracked screen and damaged lcd panel. I explained that item was not cracked and they would request pictures of box and tv from tech and I would receive response within 24-48 hours. I called 04/28/2014 as 04/22/2014 was 48 hours. I spoke with supervisor ([redacted]) who advised that pictures were not received but tech noted that box wasn't damaged so [redacted] is not responsible for damage. I questioned why pictures were not received and was referred to [redacted] for repairs to cracked screen. I called [redacted] today and was advised that TV can't be repaired.Desired Settlement: I would like refund for the TV, so I can purchase a replacement.

Business

Response:

May 29, 2014

Review: Asurion's failed to acknowledge it's employees giving out falsified info regarding the terms of a warranty--in return living up to what was promised.

On October 14th, 2014, at 1:31PM, an Asurion representative, Diana, stated that both a computer repair and battery replacement would be covered under the same claim. Just to make sure I called back around 1:45PM, the same day, and talked to technical support member, David, who said the exact same thing as Diana BUT he made note of it on my record, just to verify that both the repair and battery replacement would be covered under the same claim. I was told that I couldn't go over $448--the cost of the repair ($260.60) + battery replacement ($118.40) together came to $379 (I even used a coupon to keep costs low). After having the repairs done both of the receipts were sent in--a few days later I received an eMail stating that Asurion would cover the cost of the repair but that they wouldn't cover the battery replacement. This is understandable in the event that a consumer is told this beforehand, especially when they call in multiple times just to make sure; this was what Asurion neglected to do. Had the representatives at Asurion mentioned this prior to me getting the battery replaced I would have opted to simply purchase a different computer altogether. So on October 23rd, 2014, at 4:47PM, I called and talked to representative Emily, who connected me to her supervisor, Allen. Allen said he would talk to David (the man in technical support who made the note on my account) since it sounded like Asurion was in the wrong, and get back to me the next day, between 12-9PM, Central time. Suffice to say Allen never called back. So I called the next day, October 24th, 2014, at 12:34PM, and so happened to get connected with the same representative whom I talked to the previous day, Emily (I was later told her name should be noted on my account as well). I told her that Allen hadn't called me back. She put me on hold and her response was that Allen, her supervisor, would call me back in 2-4 hours. Still, no call-back as promised. At this point I am extremely frustrated so I call again, at 5:57PM, and get connected to supervisor Susan. She tells me there are multiple "Allens" who are supervisors and somehow decided on which one she would eMail about this issue. The Allen she was referring to apparently didn't work that day--he would be working the next (go figure). I mentioned to her that I had been told Allen would contact me over and over again, at which point she gave me a direct number to reach her if needed (###-###-####). Susan stated she would be in at 3PM the next business day. After talking to Susan I called in again, just to see if a representative could somehow connect me to this Allen--this is when I get connected to a supervisor named Travis who insists there is no "Allen" who is a supervisor... So either Travis didn't take the time to investigate this further or Emily and the "Allen" whom I talked to earlier were yanking my chain; either way this is beyond terrible customer service. It is just awful. I called Susan later, on October 24th, to leave a message, just making sure this was addressed properly. Neither she nor Allen have returned my call. I trusted Asurion and took the word of their representatives. These employees are called "representatives" for a reason, to represent a company. I will never trust Asurion again. Their standards for customer satisfaction and representation are repulsive. You cannot tell a consumer one thing, and EVEN MAKE A NOTE OF THIS TALL TALE, then turn around and say that the warranty says otherwise. The warranty may say something entirely contrary, but having this addressed after the fact is simply unacceptable. If I were to encounter a mishap such as this in my workplace I would be held accountable and my company would make it right. No ifs ands or buts about it. Period. Apparently these calls "may be monitored or recorded"--I surely hope thaDesired Settlement: I would like to be reimbursed the full amount of both the repair and battery replacement, as previously submitted, in the amount of $379--that and a letter of apology, which details how Asurion plans to handle this sort of issue and those involved in the future.

Business

Response:

November 14, 2014

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 number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.

N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.

N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.

Your complaint filed with the Revdex.com is summarized below.

On October 14, 2014 you contacted Asurion to submit a claim for your Acer laptop computer. You were advised by the customer service representative the claim would provide for the repair of your computer and a replacement battery. You called later the same day to confirm the claim had been approved and spoke with a technical service representative who stated it had been. He added notes confirming the repair of the computer and a battery replacement. You were advised you could take the computer to a local repair center and submit the receipt for reimbursement. It was only after you did so that you received an e-mail stating the battery replacement was not covered. This would have been acceptable to you had you been provided this information on your initial call, rather than being told the battery replacement would be covered. Follow up calls to Asurion did not provide any resolution, as you spoke with different representatives who provided conflicting information, or you were advised you would receive a call back which never occurred.

The desired resolution listed in your complaint is to receive a reimbursement for the repair of your computer, and the battery replacement.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. October 14, 2014 to submit a claim for your laptop. Your service plan with N.E.W. expired 34 days prior, however an extension through November 11, 2014 was granted so the claim could be submitted. The service history notes confirm the battery reimbursement was discussed with you.

I spoke with you Tuesday November 11, 2014 to discuss your concerns. You confirmed you did receive the reimbursement for the repair to your computer. I agreed to submit a reimbursement for the replacement battery as I do believe your were advised it would be covered. The purchase price of the battery including sales tax was $118.40.

We at N.E.W. appreciate your business and regret your experience with our company was less than satisfactory. We will utilize your claim as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers.

I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted].

Regards,

Ken P[redacted]

Compliance Coordinator

[redacted]@asurion.com

voice ###-###-#### fax ###-###-####

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer

Response:

Revdex.com—

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: The company has failed to fix my laptop and has not sent a box and label so I can send the laptop to be serviced.

I sent my laptop to be repaired twice this year. Each time the described problems were not fixed. One time I was informed that the problems could not be reproduced. The next time I was told that the problems were found and fixed. However, when the product was sent back to me, I immediately had the same problems. I requested another box and label to be sent to me multiple times and each time those items did not arrive to me. I estimate that I've been waiting approx. 3 months for this issue to be resolved. Each time I speak with a supervisor and they apologize and tell me that they will have a box sent "overnight" but nothing ever happens. I would like to receive the services that I've paid for and have my laptop repaired correctly this time.Desired Settlement: I would like to receive the services that I've paid for and have my laptop repaired correctly this time or the company can send me the purchase price of the laptop if they feel that they are not able to fix the product.

Business

Response:

October 22, 2014

Review: Warranty covers in home repair. After repair company cancelled appointment twice, they finally showed up and it was only a delivery driver there to pick up the TV. Our warranty covered in home repair for our size TV. He said if he didn't take the TV then the warranty would be void because we refused service. We felt like we had no choice. We asked him to go to van and get his moving covers to take the TV. He grabbed the TV (big screen) under arm, with clip board and took it down apt stairs and out front snowy steps to street where he sat our TV down in the street so that he could open his van doors.

When we originally complained about the company canceling our appointments and asked for a different company we were told this was the only company in our area. And this company is 70 - 80 miles away from us.

What was supposed to be in home repair according to our warranty is now 7 - 10 days at the shop and we have no TV, plus we don't know if the TV was damaged by the driver.Desired Settlement: For the warranty company to use a satisfactory repair company. And for the repair company and the warranty company to communicate. The repair company should know the terms of the warranty! It shouldn't be so complicated to have your warranty fulfilled. This shouldn't happen to future warranty customers.

Business

Response:

February 28, 2014

Review: I purchased an [redacted] online from [redacted] and also bought the 2 year service plan. I sent it in to have it repaired because of a small crack on the surface. I did not hear anything from them for over 3 weeks. On the fourth week I called to check on my product. Since then I've talked to different people every time who told me something different about my [redacted]. Finally, they said it was fixed and delivered to the wrong person who would not send it back to them. They sent me a refund to buy a new [redacted] which sounds ok except that we've lost everything on our original [redacted], I've had to cancel my credit card since someone else has my information and now I have to start over with buying a new [redacted] and another 2 year service plan. I called again because I do not feel like I should have to buy another service plan because they've lost my product and can't get it back. I still had another year of service plan yet. This has been the biggest inconvenience because you can never talk to the same person and it has been a different story every time I call them.Desired Settlement: Refund on a new service plan

Business

Response:

February 26, 2014

Review: Microwave Oven purchased on April 16, 2009. Purchased the extended warranty. The oven cooks but the beeper does not work. Repair man came on Monday January 27th said because it runs they probably won't cover it, that we would be notified. Thursday the 30th came and we hadn't heard so we called and were told they weren't going to cover problem. Spoke to a supervisor who said he was going to resumit the request. Recieved a phone call Friday 31st and was told they were not going to cover it that the repair man said it was beeping and working. We returned the call to tell them why would we have someone come to look at it if it was beeping. I asked to speak to the supervisor that we spoke to the other day and he said he understood how we felt but they denied the request because it worked and the problem was more an announce issue. Unless we are there watching the microwave we don't know when food is done because there is no sound so yes it is annoying.Desired Settlement: Not only did we by an extened warrenty for Microwave but for stove top, double oven, fridge, washer and dryer. We expect them to honor the warrenty.

Business

Response:

February 26, 2014

Review: On 09/05/2013, we purchased a ** Printer ([redacted]) for $39.00 (before tax) and was asked by the store cashier if we wanted to purchase a two year extended warranty plan. She explained that if something went wrong with it, or if it failed to work that the price of the printer would be reimbursed in full. We agreed to do so, and purchased the two year extended warranty for an additional $4. Fast forward to 02/01/2014 as I was going to print out documents for college, and the printer is no longer working. The feed is literally shredding the paper as it goes through, not feeding correctly, and messing up everything in the process making a horrific noise. Nothing had been spilled on printer, the printer had not been dropped/kicked/shaken in any way. It was totally out of the blue. I called the number given in the pamphlet and spoke with [redacted] (the ID number she gave when asked was [redacted]). After describing the issue to her, she said that the extended care plan did not cover my issue and I would need to go through the manufacturer instead. She went on to say that the cashier misrepresented the plan, and the brochure given to me misrepresented the plan insisting that I must go through the manufacturer instead of the care plan. When I asked her why I wouldn't purchase a manufacturers warranty instead (basically asked her what good was a two year plan if they failed to honor over half of that agreement term) she asked if I wanted a supervisor. When I stated yes, she placed me on hold and hung up.Desired Settlement: Per the agreement ter** when we purchased the extended warranty, I would like the full purchase price of both the product and the two year extended warranty refunded to me ($39.00 for the printer and $4.00 for the warranty) plus all applicable taxes.

Business

Response:

February 20, 2014

Review: When my [redacted] mp3 player failed within the extended warranty period I went to the site to request service. After registering the site denied me service saying the warranty was expired stating it was only for one year from purchase date. The warranty I purchased was one year from the end of the manufacturer's three month labor warranty, it was good for another month or two. I attempted to contact service and was ignored, I sent messages to both [redacted] and Newcorp and received no reply. They dodged the warranty by ignoring me. It always bothered me so I messaged [redacted] a number of times recently when I found out about the Revdex.com, it was no easy task and after a lot of emails they escalated my messages to Newcorp, only after I said I was filing a complaint with the Revdex.com. I received a reply from Newcorp stating they never heard from me before this month even though I had the automated emails from them from before. They also confirmed that the warranty was for one year from the manufacturers labor warranty's completion. I sent them the emails from before and they denied service this time by a human stating I only discussed the warranty and not the defect, even though in my message I stated the difficulty of not having a functioning player on a daily basis, the defect. I couldn't discuss the defect further because they refused to reply to my messages in order to ignore me and to dodge service. After saying this they then denied service with another excuse saying the warranty was long expired, it was long expired because they refused to reply to my messages when I sent them during the warranty after their flawed website said my warranty was expired when it was not, as even confirmed by them.Desired Settlement: As per terms of the warranty agreement purchased that you dodged I require a refund of the purchase price, $89.88

Business

Response:

February 21, 2014

Review: I purchased a work out machine (brand: [redacted]) through [redacted] in September 2013. I also purchased the extended warranty. The people at [redacted] told me that if any problems were to happen the machine would be fixed or replaced. I had the machine for less that 2 months before my sister was almost very hurt when it fell apart during use. I called the warranty number and to make a long story short, 2 months later and 2 visits later I am informed that the machine will NOT be replaced (although we are being reimbursed for the machine). We were told that it would be replaced in the event it can not be fixed. I called this company NEW whom I was directed to and said would have the final say in this matter and they are not replacing the machine and are not assisting in the removal of the machine from my home. I will be honest they were not rude but they were far from helpful and and did not realize that we were sorely mis-informed. I am now stuck with a heavy machine that I will most likely have to pay more to have disposed of and they could not be bothered to hold up their end of the deal. The supervisor [redacted]'s exact words were "it would cost more to fix than to reimburse and is not economically beneficial to the company". Ok I understand that, but the issue at hand is that I was told it would be replaced and he would not help me further in this matter.Desired Settlement: I have never done anything like this before but it has truly annoyed me and wasted my time and nearly got my sister extremely hurt. I was told one thing by one party and it was not delivered and this is just not the way to handle client service. I would like an apology and for them to not let this happen to future clients.

Business

Response:

January 24, 2014

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

Review: I purchased a Nintendo 3ds with the extended warranty from [redacted]. The insurance company is NEWS Corp an Asurion owned company. This is the 3rd time I have had to call them to fix the same issue which they guarantee the issue will be fixed the first time. In my first filing to them I stated there was a crack in the upper lcd screen, among games not playing and the bottom screen being unresponsive. When they sent back the device they fixed the bottom screen, made the device playable but did not fix the upper lcd screen. I called to complain was told to return the device and they would fix it. I was skeptical on this as I have had problems with this company on fixing things in the past. So on the upper lcd screen with the crack I placed an invisible ink mark that can only be seen under uv lighting, is used designed specifically for marking lcd screens as proof of ownership and will not damage any screen at all. I sent the device back in stating the upper lcd screen was damaged as I did before and that it was not repaired. They received it 9/30 sent it out 10/1 and I received it 10/07. In their review they stated they fixed the lcd screen on top. So I shined my uv light over the screen and low and behold the uv mark was still there. They did not even take the screen off of the device. They blatantly lied to me. I called them again to tell them they did not do anything and the lady tried to tell me that my warranty does not cover cosmetic damage which I pointed out an lcd screen crack is not cosmetic damage. So I was told to send it in again. This would be the 3rd time doing so for practically a whole month 25 days approximately my daughter has not been able to enjoy her 3ds due to waiting on shipping labels, shipping the device, waiting for them to get the device, waiting for them to look at the device, and having them ship the device back.Desired Settlement: Since the company cannot honor their own terms of service and fix the device, I would like a refund of the device, the cost of the warranty service and tax which would be $169.99 plus the $20 for the 2 year warranty with adh and tax which is 6.25% in Utah so a grand total of $201.86.

Business

Response:

November 5, 2013

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 number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.

N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.

N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.

According to your complaint filed with the Revdex.com, you purchased a Nintendo 3ds with an extended warranty from [redacted]. After N.E.W. repaired your Nintendo 3ds a second time, the upper LCD screen was still cracked and you contacted N.E.W. and were advised the Nintendo 3ds would need to be sent back in for repair. The desired resolution listed in your complaint is to receive a refund for the Nintendo 3ds, the cost of the warranty and the taxes you paid.

A review of your service history for the service plan you purchased has been completed. The research revealed UPS label [redacted] being sent to you on October 17, 2013 for your Nintendo 3ds to be sent back to N.E.W. for repair.

Please accept my apology that you were advised to send your Nintendo 3ds back to N.E.W. for a repair of the cracked LCS screen. A cracked LCD screen is not covered under the Product Care Plan you purchased for your Nintendo 3ds.

WHAT IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTIAL DAMAGE , SPILLED LIQUIDS (UNLESS YOU PURCAHSED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCT WITH ALTERED OR MISSING SERIAL NUMBERS;

The desired resolution listed in your complaint to receive a refund for your Nintendo 3ds cannot be provided. Your Nintendo 3ds has to have been serviced 3 times for the same defect and require a fourth repair for the same defect for a product to be replaced under the “No Lemon” guideline of the terms of coverage in your plan. Once a customer has received a replacement under the “No Lemon” guideline N.E.W. has satisfied all obligations under the plan and the plan will terminate.

Specific language from the terms of coverage are included below for your information.

No Lemon Policy: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product. Replacement products may be new or rebuilt to meet the manufacturer’s specifications of the original product at our discretion. Technological advances may result in a replacement product with a lower selling price than the original product. The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warranty. Preventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy. (NOTE: the No Lemon Policy is not applicable to breakdowns caused by ADH)

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 product. The 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.

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], Senior Compliance Coordinator

voice ###-###-#### fax ###-###-####

Asurion / 648 Grassmere Park, Nashville, TN 37211

www.asurion.com / Twitter / Facebook

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I am rejecting this response because I was told by 2 professionals in the orginization that my product had Accidental Damage and my product would be fixed the first time I sent it in. Reviewing my paperwork it says they fixed the upper lcd screen but never did. They did on the first time fix the bottom lcd screen and made sure the device functioned back on. But they sent it back twice with the upper lcd screen cracked after I was told it was/would be repaired. Under these terms I cannot accept this because the insurance company does not want to honor what they told me/put in the paper work which [redacted]. [redacted] should have available if not I would gladly get my paperwork and send it to her along with additional copies to the Utah Depart of Administrative Services for a review to make sure insurance fraud has not been committed.

.

Review: I purchased a [redacted] portable dishwasher that was shipped to me by freight truck in 11/2012

I purchased the extended warranty on it and now it needs service because it isnt draining properly. I called [redacted] and.I was told I.hsd to ship it back at my expense to them. This is a heavy appliance and if it could be shipped by UPS or Fedex it would be very expensive. Then I was told that my warranty expired and I need to repair it at my own expense. This is not true it is not even a year old.Desired Settlement: Someone to come to my home at [redacted] expense to fix this big appliance or for for [redacted] to send me a brabd new portable dishwasher at the same or greater price of the danby.

Business

Response:

August 6, 2013

Review: On apr 5, 2014 I called [redacted] to file a warranty claim on an [redacted] mini I purchased from their website in Nov 2013. They told me I would receive a shipping label in the mail from asurion. After not receiving it after a month I called back and was told they would be putting in a 2nd request. After two weeks I called back a third time. It's been two months, I have a full time job and four kids so I may not have each date I called them but I do know it has now been 60 days! since I filed my warranty claim and have yet to receive a shipping label. I called on Friday, 7/11 to complain I had yet to receive. I was very upset, I yelled I admit it. They told me once more I'd get an email within 1-2 days. As of today, 7/16 I haven't received it. I called yesterday 7/15 and complained yet again. I was told to expect it this morning. Lo and behold I woke up and the email hadn't arrived. I called again today at 2:22 pm and was told I would receive it within 1-2 hours. I have yet to receive a shipping label. HELP!!!!Desired Settlement: I need the shipping label.

Business

Response:

July 31, 2014

Review: Filed a claim and mailed damaged product but have never received any reimbursement as promised.

I filed the claim back in May 2014 with Asurion Buyers Protection Plan, claim #[redacted]. I have yet to receive and reimbursement from them even though I sent in the damaged tablet to them. I have called and called on countless time trying to find out the status of my claim and each time they give me the run around stating that the gift card has been mailed, but to this day I have yet to receive anything from them.Desired Settlement: I am seeking the full refund of the tablet and the protection plan I purchased at the time I bought the tablet in the amount of $179.98.

Business

Response:

August 7, 2014

Review: Have a warranty with this company for a new tablet I bought on sale...The tablet broke so I proceeded with the warranty to get it fixed...immediately after I said I bought it at a discounted price they told me that they would only refund my money.....I would like a replacement of like kind .....still waiting for a response from the company. They said a manager would call me back but no response Se yet..Desired Settlement: A replacement tablet of like kind...

Business

Response:

July 1, 2014

Review: I have sent my computer in for repairs 4 times. I purchased the extra warranty that states that if the product requires more than 3 repairs then a refund will be given, now I find out today that they are returning the computer to me instead of a refund, they say that they couldn't find anything wrong with it, the very day that I received it back after the 3rd attempt, it shut down on me twice and I had to wait for it to cool off. I was told several times when I called that I would get my money back. I know what they are doing , my warranty runs out on June 25 1014, and I think that they are going to keep having me send it in so they don't have to pay for a refund. I am so frustrated , it started in February and I have sent it in , in March, April and May, please help me get this resolved

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I just want my money as it states in my warranty

Business

Response:

May 28, 2014

Review: NEW has made a bad choice giving contract to a repair place. I don't have name of

company but phone # is [redacted]. (3 hours from my house) We bought the [redacted] mower 1 year ago and bought extended warranty. It has been at this place 4 times. Each time they take 3 plus weeks to repair. This time I called in for repair on around May 30. They didn't pick it up until June 5. I called today (June 19) and they said it would be sometime next week before they return it. My yard is growing up. I know how to get the $50.00 payment when the repair man keeps it more than 2 weeks (because I have already gotten it 2 times), This is really bad business for NEW. There are a lot of repair shops locally that would like to have the business.Desired Settlement: Repair or replace. I need a mower.

Business

Response:

July 9, 2014

Review: I purchased a service contract for a cellular phone. The phone value is at $600 and the product agreement bought was for a service contract for general merchandise for a 3 year term. The warranty informational packet and fine print say that the product will be repaired or replaced within 3 days. I called to report a cracked screen and nonfunctional screen and was told that I was sold this warranty in error and it cannot be honored. I was told only prepaid phones are covered which is not listed anywhere in the printed information. They offered to cancel my warranty. The warranty says that it covers cracked screens on portible electronics. They told me that they cannot honor this contract even though I have it and I have a sales receipt. I have a year to go on a phone contract and opted to buy [redacted]'s warranty vs from the carrier due to the offered contract with "great" coverage.Desired Settlement: I want my phone repaired to full function or I want a product replacement.

Business

Response:

October 31, 2013

Review: Repair process that was sold to me is not being fulfilled.

Purchase [redacted] carpet cleaner (Model# [redacted]) from [redacted] on 8/3/13 for $188.92. Additionally, purchased a 3 year service plan for $19. This was paid for with a debit card.

I was told at this time that if I had any issues with my product, a servicer would come and repair it at NO ADDITIONAL COST TO ME. On 9/15/14, I called Asurion to file a claim on the carpet cleaner because there was no suction. I was told at that time there was no servicer in my area that could repair the product. So I would need to purchase a box and packing supplies to send the item in. I asked to speak with a supervisor because that was not the service I was sold. I was told that there was no supervisors available and one would call me back within 2 business days. As of today (9/29/14), I had never received a call. So I called and asked for a supervisor. I got connected with Rick. I told him that it is not my fault there isn't a service provider in my area and that if this was the case, the plan shouldn't have been sold to me. He was not helpful whatsoever and just kept telling me if I wasn't happy then I could get my money back for the plan. Anytime I tried to speak, he would talk over me.

I was sold a plan under the impression that it would be repaired at my home. The item is HUGE and shouldn't be something that is shipped. I did not pay the money for a "hassle free" repair to turn around and have to pay for a box and packaging to ship it. On top of that, the closest [redacted] store to me is 30 minutes away and I do not have transportation to get there. it has been exactly 2 weeks since I started the claim and no one has been the least bit helpful OR nice about the trouble I am having. All the while, a portion of my carpet is RUINED and smells of mildew due to the faulty product not sucking up water.Desired Settlement: Replacement product or refund so another can be purchased

Business

Response:

October 28, 2014

Review: Failure to supply proper service for warranty

I purchased a treadmill about 5 months ago and it is broken. I took the warranty plan out along with the treadmill so I would be covered for a while. The treadmill is now not operational and after putting a service request in over a month ago and numerous phone calls to the warranty company it is still in my home not working. Noone ever called for an appointment of came to fix it. I finally put a complaint into the corporate office which I was given by the service person on the [redacted] . com customer service to complain to and I was told by corporate they can't help with [redacted]. When I asked if they were not part of [redacted] they said yes but seperate entity. There is noone else to complain to becuase [redacted] said corporate is the top. I have asked to have a refund or replacement because I am tired of calling and getting no where but they just keep pushing me around to other service pproviders that don't respond.Desired Settlement: I would like a replacement or refund. I am not looking for anything else.

Business

Response:

July 30, 2013