N.E.W. Customer Services Companies

Review: My laptop has not been returned to me and after making 6 or 7 calls, none of my calls were returned as was promised by Assurion. Its been 30 days.

I've made 8-9 different calls in two days. No one has returned my calls as promised. My labptop was sent out for repair and is now lost. During my first phone call Asurion said I needed to file a claim with [redacted].

After calling [redacted], I was informed by [redacted] that the tracking number lead to information stating Asurion signing for the package on Aug 8, 2014 at 9:24 am, at the address [redacted] Texas [redacted]. No one from customer service nor anyone from Asurion Headquarter in Nashville could locate a phone number for me to call and see if the package was lost there. I have been promised call back and no one has called me back and each time I called--out of the 7-8 attempts, I have been given different information about the package. Asurion does not have acurate records of the package tracking number from [redacted].

On August 21, 2014 at 4:16 pacific time a women claiming to be Janet--a customer service rep from the number [redacted] became very abusive after my very first sentence at the begining of my call. She yelled, VERY LOUDLY, and abusively. I stayed on the phone and asked to be transferred to another customer service rep and she continued--in a yelling rage--yelling. I then hung up because she would not stop yelling.

I phone a few more time that day, I spoke with a young man named Michelle. He was very polite and kind. I told him of the incident above and requested to speak with a supervisor. He said the supervisor would call me back and he would deal with the yelling incident. Also, Michelle promised he would personally call the Irving, Texas office and that he could not give me the phone number there. He also promised to deal with my lost laptop issue personally and he promised to call me back on August 22, 2013 at 10:00-10:30 am; I waited till around 11:30 am August 22, 2014, but my call was not returned.

In addition to this, after I discussed my situation,,he apparently forgot because he said he tried to file a claim with [redacted]--eventhough I told him [redacted] had record of the packed being signed for at the [redacted] Texax [redacted]; Michelle said he e-mailed that office, but had not gotten a reply yet. Since Michelle had been so kind and promised to personally help find my laptop I told him I would wait to file a complaint with the Revdex.com. Although, Michelle had given me his extension, so I was able to phone him back, even though he did not do what he has promissed to call by 10 or 10:30. From my past experience with this last 30 of working with Asurion I have came to the conclusion that they are completely incompetent to fullfill their promise nor can they fullfuill the service warranty as promised in the the legal documentaion. I would like compensation for $700 dollars--this includes the price for the laptop and the price for the service warranty that never fullfilled its promise.Desired Settlement: I would like to receive the cost to re-purchase another laptop, of like kind, additionally an amount to re-purchase a service warranty from a company other that Asurion and or [redacted]--since these agencies are unable to provide adequate service.

Lap top $600.00

Service plan 120.00

Total claim amount requesting $720.00 US dollars

Business

Response:

September 18, 2014

I filed one claim and had a wonderful experience. Second has been a nightmare and still not resolved a month later. I filed a claim sent iPad off and had it back within 10days. I thought this was wonderful. Open the box see there lovely brochure that states product is triple checked. Turn it on and touch screen function is not working. Call to let them know guy promises they will call me back within 24hours. 30 hours later I call back to find out nothing was done. This time I'm told they will send me a box and I will have it in 3-5 days. 8 days later I call to find out they never do that! Wait on hold for over 30 minutes to speak with manager, horrible customer service! This company does not care about what kind of inconveniences they are causing I have wasted over 5 hours on phone calls and dropping off for shipping. I will never buy another electronic at Walmart again just so I'm not stuck with this company! I do hope that one day I will have a working iPad back but not looking likely.

Review: Bought a [redacted] tv on 11/22/2012 from [redacted] which stopped working and has been replaced twice the first year, and of course [redacted] fails to tell the customers that the replacement is only covered for 90 days... call [redacted] bc when I purchased the tv I was offered an extended 3yr warranty and was told if ANYTHING happens to the tv in the 3 yrs it would be covered.... So called [redacted]'S extended service company which is called ASURION... and of course they are NO help and if its a software issue they don't cover it!!!!! But they cover ANYTHING right??!This is the second time a [redacted] worker has sold me something not giving the correct information. Quick to sell something but dont ever want to fix their JUNK! Will NEVER be shopping at [redacted] again for anything and will most certainly NOT ever buy anything [redacted] again!!!! All I want is a new working tv or my money back. Did [redacted] fail to mention that there is only a 90 day warranty on replacement tv because they are REFURBISHED and not new so they know it wont last?? Or is it bc their product is JUNK and they know it wont last long anyway?? 3tvs in 2 1/2 yrs??! Something isn't right here.. Bought a [redacted] from [redacted] 3-4 yrs ago and NOT ONCE have I had ANY issues!!! Once again I would like my tv fixed or replaced and not another [redacted] if that isn't possible I want a REFUND in FULL!Desired Settlement: DesiredSettlementID: Other (requires explanation)

REPLACED OR REFUND

Business

Response:

July 7, 2014

Review: I bought a laptop from [redacted] and bought there extended warranty, 2 weeks ago I sent it to them as one of the hinge was broken wifi not working and one usb became loose, they returned product saying thats its not manufacturing defect but physical damage and will not be coveredDesired Settlement: I want it to repaired replaced or refunded

Business

Response:

February 20, 2014

Review: On 01/29/13, I paid $398.00 plus tax to purchase a new Orion TV through my local [redacted] store located at [redacted] in [redacted] Minnesota. At that time I paid an additional $39.00 for the extended three year warranty through [redacted]. I was told that this warranty would cover cracked screens and mechanical and electrical failures including those due to normal wear and tear as well as defects in materials and workmanship, and failures caused by power surges.

On 08/11/13, when I put the TV on in the morning, I heard a strange noise and realized that my screen had cracked. It began as a small circle and eventually ran across the entire screen.

When I contacted [redacted], that same afternoon, I was informed that the Insurance plan did not cover cracked screens because they don’t crack unless they are dropped or hit with something, which is not what I was told when I purchased the contract. They told me I needed to contact Orion directly and get them to fix the screen.

When I called the Manufacturer, I was told the same thing, that they would not cover the screen because it was due to consumer error and not a manufacturer defect.

No one took the time to even look at the TV to see what the problem was before assuming that I had done something to break the TV. They were rude and condescending, making me feel as though I had done something wrong.

As I was unable to see anything through the cracked screen, I was forced to purchase another TV on 08/19/13 paying $448 plus tax.

I am requesting my money back on the first TV since it cracked through no fault of my own and [redacted] misrepresented their warranty program.Desired Settlement: Honor their warranty

Business

Response:

Review: I bought my son a video game from [redacted] and I purchased the replacement plan with it. On the advertising they gave me, it says any items under $150, you'll be reimbursed for the full purchase price including tax. First, when I called their representative told me that I would receive a box to mail the game in and once it was scanned in, I would receive an e-gift card. Two weeks later, no box. I called back and was told by another representative that I had to print off the label, mail it in and once it was scanned in, I would get the e-gift card. She told me to take it to [redacted]. I took it to the [redacted] on [redacted] Rd in [redacted], Oh and Beverly, the manager, told me that the label was not one of their labels but she could put it in the regular mail for me. I knew that I had to have a receipt with a tracking number so I took it to the post office myself. Waited 3 days, still no e-gift card. I called again and then was told a different story, that they would repair the game. However, the flyer they have says replace. Then the manager Jacob told me that he didn't belive that I received the wrong label even though I told him I spoke with the manager at [redacted] and gave him her name though he didn't want the phone number. He told me to e-mail him the receipt, he would look into it and call back. So, I still have no e-gift card or no game. How can they not go with what's stated on their flyer in the store?? I want my e-gift card so my son can get his game. This is unacceptable.

Product_Or_Service: [redacted] video game

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want what their flyer states, an e-gift card so my son can get his game and they should have to change their flyer if they're not going to honor it. Also, I want an apology from Jacob since he called me a liar.

Business

Response:

October 22, 2014

Review: will not honor their warranties.

purchased a [redacted] modem on 11/08/12 @ [redacted] modem #[redacted] $49.88 2yr plan #[redacted] $5.00

this modem quit working in april, it got where it would not pull in internet signal, Ive tried to return it to [redacted], they told me contact [redacted], I have numerous times 4 to be exact, [redacted] tells me [redacted] sold the plan they have to honor the warranty, I have contacted [redacted] through the website an by phone, numerous times they tell me [redacted] has to honor the warranty,they have me caught between the two an im not getting any results,I offered to return the modem to [redacted], they wont take it,took it to the [redacted] store wont take it either, no one will stand by this warranty .If no one will honor this then why does [redacted] sell them, please respond im out over $50 have a piece of equipment that dont work and no one wants.Tired of being a ping pong ball, just back to [redacted]Desired Settlement: would like my money returned, ill send you the modem just want to get this resolved

thank you

Business

Response:

Review: [redacted] refused to honor warranty on my tv.

[redacted] refused to honor warranty on my tv saying the lcd panel is damaged. we had a power surge of couse the lcd panel is damaged [redacted] little warranty booklet says it covers power surge's normal wear and tear mechanical and electrical failure and more.need help. service request number [redacted].Desired Settlement: repair or replacement.

Business

Response:

August 8, 2013

Review: I sent my Invicta watch in for the strap to be repaired in September of 2012. I called in December and the company stated the watch was still in repair. My wife called in the beginning of March and she was told that the watch was being sent out and would take 7-10 business days to arrive by USPS. As of April I have yet to receive my watch. I called again and I was told the company was not sure what happened to my watch and I would have to write a letter to the Customer Reimbursement in order to receive a refund. There is no telling how long this process would take.Desired Settlement: I would like to have my watch but if that is not possible a want a refund.

Business

Response:

April 12, 2013

Review: In February, 2013, I bought ** washer/dryer combo for my daughter from [redacted], [redacted], FL. At the time of purchase, I also bought [redacted]'s extended warranty plan. After several months of use, the washer began to make extremely loud vibrating noises. Had ** repair service out three times the first year with no success of the machine being repaired. The only way the machine would work without making excessive vibrating noises was to wash very small loads of clothes.

A couple of months ago, the machine started leaking water. I scheduled an appointment for repair with [redacted], [redacted]'s extended warranty company. [redacted] had a local repair company come out. Technician said the washer needed a complete overhaul. We have a machine a little over a year old and it needs a complete overhaul?? Unbelievable. It took approximately two weeks before the local repair company got the part which was a new tub. They replaced tub of washer and left the old tub in the middle of the floor. Technician said someone from the company would be out to get it later. I filed online requests and called to have the tub picked up but [redacted] would not remove it. After contacting [redacted] numerious times, I finally called the [redacted] Store. They picked up the tub. Washer was running quietly after tub was replaced.

Two weeks ago, the washer stopped running again. [redacted] sent another local repair service out. Technician determined it was broken door latch. After a week, he came back with part to repair and found out that the door latch was not the problem after all. He wants his boss to look at machine. He did not say when his boss would be back to look at the machine or give any timeframe when the machine might be repaired. In the meantime, once again, we have the inconvenience of no washer and the expense and inconvenience of having to go to the laundromat. There's nothing wrong with going to the laundromat if you don't have a washer but it is extremely irritating after having paid $1300 for a washer/dryer that [redacted] or [redacted] cannot get repaired right. [redacted] advertises that if they can't fix it, they will replace it. Not one time has [redacted] offered to replace the machine nor has the [redacted] Store offered to stand behind their products and replace it.

Thank you,

[redacted], FL [redacted]

###-###-#### (c)

###-###-#### (h)Desired Settlement: Unspecified

Consumer

Response:

Thank you so much for your follow-up support. [redacted], [redacted]’s Home Protection Plan, has told me they are granting me a full refund for the washer/dryer because it was not repairable. I am very pleased with their action but not pleased with the length of time it took to get the matter settled. The washer was out-of-service almost more than it was in-service.

Review: I have sent this laptop six times already. The business refused to repair my product and each time I send it they said they fixed it, but it was never repaired and broke down after one or two weeks of use. The last time I sent it they received the product, they refused to fix it and waited until the warranty I had on it had expired. When I called them they put me on hold and hung up on me each time I called them. When I tried to speak to the supervisor they refused to let me speak to them. They told me to take it to any computer repair service from the very beginning, because they don't work on the problem that it had. They had never told me that before when I sent it in for repairs, in fact they said they "fixed" the problems it had which was the same exact problem it's currently having.

Product_Or_Service: ** laptop

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I bought this laptop, thinking it would be good for my daughter, but it ended up malfunctioning. The warranty that I purchased with it didn't help at all and just caused me more problems whenever I tried to fix my laptop. Their customer service discriminated against me and refused to help me. I just want a refund for my product because I don't want to have any more problems concerning this.

Business

Response:

August 29, 2014

Review: I purchased a cell phone through [redacted] Straight talk and bought the product care policy. The phone was dropped and broken. I contacted the provider and they had me return the phone plus a $50 service fee on products over x amount of dollars.

I mailed the check on May 27 and the phone on June 3 because I knew the check would need to process.

On June 10, the check cleared my account, but I have recieved no replacement product or refund. I have contacted the company 4 times in the last 15 days and no one can help. They continue to ask for more time.

They acknowledge they have the phone and the $50. However, they can't explain to me why they are not replacing or issueing a gift card.

When I ask again this morning, they said it was an IT issue and they were aware of it, they just needed a few more days.

Their policy has a 3 day turn around after all conditions have been met. Conditions were met on June 10.Desired Settlement: Either replace the product or issue a gift card for me to go and replace at [redacted] as per their policy.

Business

Response:

July 9, 2014

Review: when warranty purchased at [redacted] for the cellphone it was a replacement insurance. Aursion want me pay a replacement fee. was not a deductbile

I was told that I would mail my cellphone off to them before a replacement would be issue. and a deductible is requiredDesired Settlement: replacement my damage cellphone as for the warranty stated.

Business

Response:

November

6, 2014

Review: A television was purchased with the extended warranty. The store employee assured us the warranty would cover damage to the television.

Now that the television is damaged, the store will not replace it and the warranty is not being honored. They are selling warranties with false information. The television was purchased on 3/1/13 at terminal [redacted] at 7:25 pm.Desired Settlement: We would like the warranty honored and our television replaced.

Business

Response:

Review: 4/9/13

To: Revdex.com serving Metro Washington DC & Eastern Pennsylvania

1411 K St. NW, 10th Floor

Washington, DC 20005-3404

(202)393-8000

i[redacted]

From: [redacted] Re: Product refund has not been received

On 2/19/11 I purchased an exercise bike for $197 from [redacted] and purchased a 2 yr. service plan for an additional $20. I also registered the product online as spelled out in the product care plan guidelines.

On 3/11/13 I called N.E.W. [redacted] and spoke with [redacted] about replacing a broken seat. [redacted] stated that they would send a check for the full price of the bike and not replace the seat. I verified current mailing and contact information and was told I should receive a check in the mail in 10 -14 days confirmation# [redacted].

On 3/26/13 I spoke with [redacted] and ask If the check was mailed because I had not received it yet. [redacted] stated that a check had been sent and began to verify the associated contact information. He stated that the check was issued in a last name from my first marriage which had not used for over 24 years. I asked how did that happen? I reminded him that I gave current contact information at the time I spoke with [redacted]. I also asked where that information came from? [redacted] nor his supervisor [redacted] could explain where [redacted] got the information, why a check was issued in that name or how that happened. I asked could the check be re-issued and mailed certified requiring a signature? Everyone seemed unsure and the supervisor apologized and stated they would immediately issue a new check. I have yet to receive a check for the value of the bike Confirmation# [redacted].

What recourse do I have to resolve this matter if any? Thank you for your attention to this matter.

Sincerely

[redacted]Desired Settlement: Refund

Business

Response:

April 23, 2013

Review: I purchased a [redacted] Product Care Plan for an apple ipod. The plan is provided by and serviced by N.E.W. Their customer service phone is [redacted]. This purchase was made over the internet.

I have called and spoken to customer service five times over the past five weeks. The first three times I called they promised to send

a return label so I could send in the ipod back for repair. Each time they told me that it would take 3-5 days to receive it. The fourth and fifth

times I call N.E.W. I spoke to a supervisor, [redacted] id # [redacted]. She told me because so much time had elapsed, that they would send me a new ipod

or refund my money...I have received neither...They keep promising to call me, but they never do.Desired Settlement: I want my ipod repaired or replaced.

Business

Response:

See Attachment

Review: Not Honoring My Protection Plan

Claim # [redacted] I put in a claim for less than $100.00 over 10 days ago; the customer service representative said I would receive my E-Giftcard in the next 2 hours well not email. The next day I get an email indicating they needed to see my receipt I scan and email it to them and a note with no reply. I called multiple times trying to reach the claim review team and all I got was a recording to leave a message. I never got a call back and when I tried to call again the machine stated that it was full and I couldn't leave a message. I than get an email stating that they wanted to merchandise returned to them, they sent me a [redacted] label and I sent it back. On 10/7/14 I get an email stating that my E-Giftcard will be emailed to me in the next 24-72 hours. Well it's been 72 hours excuse me it's been over 10 days, and still no E-Giftcard??? I called customer service only to find out that Carly has to put in another request for the E-Giftcard to be email to me again and now I have to wait another 24-72 hours. This company is very unprofessional I have never dealt with sure incompetence in my life. I have done everything you requested and this company still have not honored my "Product Care Plan" that I PURCHASED. Think twice before buying a Protection Plan for a cell phone.Desired Settlement: I would like me E-Giftcard as stated, I shouldn't have to wait another 3 days. My son need his cell phone to call me when he gets off the bus.

Business

Response:

October 28, 2014

Review: sent TV to be repaired July 7,2014. today is Sept. 10,2014 and still no TV.

July 7. 2004 filed a claim.

July 17,2014 TV was sent back with screen broke.

since this time I had to make several phone call each take a day or two to respond. When I told them the TV was broken, they wanted picture of TV and box. for two weeks there was no respond to pictures. I called an no one knew anything. I had to wait till August 25,2014 to get a defective replacement TV. September sent it back and I was informed I would be reimburse and to date haven't hear anything since.Desired Settlement: ++Refund immediately and refund of the warranty fee

Business

Response:

October

16, 2014

Review: I bought a extended warranty that would allow me to return items to the store for warranty /or replacement .now the company has changed names and the service is not what I had bought . so I ask for a "refund "in check form and was sent a Gift card to use at there store . you can imagine my level of [redacted] of at this point . so I called on 01/21/14 and spoke to a supervisor she said it would be sent out the next day on 01/27/14 I called to check on it because I had not recvied it , and was told that the gift card was sent and that was all they were gona to do so I spoke to a super one more time . I called today and they told me that it was still not done but would be taking care of today .

I wonder if it will .Desired Settlement: refund check as I have stated all along.

Business

Response:

February 20, 2014

Review: Asurion has been extremely difficult to work with during the claim process

My [redacted] fell and got a cracked corner, I sent in the [redacted] for repair, the repair center sends the [redacted] back, I received the [redacted] with a cracked screen and am now unsure as to what I am supposed to do. I have filed another claim with Asurion, as well as a claim with [redacted] (the courier that shipped the package both ways).Desired Settlement: Please refund me the cost of the [redacted]. The price including tax is $432.68

Business

Response:

December 9, 2014