N.E.W. Customer Services Companies

Review: Our problem begins with the intentional defraud of its trusting customers. Myself and my son went to [redacted] to purchase an [redacted] mini [redacted] Ride On toy it cost currently $399.99 at checkout you are basically manipulated into buying the warranty in which they claim all the repairs that can be mad and that if they can not fix it they will give you a full refund or replacement , We purchased this warranty with the intention that they would be follow thru on there claims after sometime we began having problems with they item. We then contact N.E.W. and they had us first jump thru hoops to get them to honor the warranty then they instruct you that you will hear from someone within a week that will come out to our house and repair the item. That never happened we then contacted them again and they apologized and said we would hear from someone soon, the next day we heard from someone that worked for N.E.W. We explained to them the problem that the item is getting the correct voltage coming out of battery but when it gets to motor it doesn't operate the motor correctly as well as the peddle does not stay in place ,they then stated it is just a simple peddle switch and would be sending one out which they did, First of all it did NOT fix the problem second this warranty is for them to repair the item not for myself to do the labor to repair it. We then contacted them back as this did not correct the problem this time they kept trying to say there isn't anything they can do so we demanded why did we pay for a warranty I informed them that I am an electrical engineer and I believe it to be there circuit board which is also the items voltage regulator they did not agree and after some time of arguing there staff said they would be sending out a replacement mini electrical motor which cost them wholesale around $9, I also at that time notified them that 2 of the mirrors are broke as well and per our agreement should be covered by this time it had been around 2 months of going back and forth , and once again once we got the part it did not work. Again I called them back and told them the problem and was repeatedly told that " I am out of luck " and they now think it is the battery which is covered under the warranty I explained to them I tested the battery and requested a refund for my warranty which they are required to return by law if they do not repair your item they refused and told me to try to talk to the manager at [redacted]. I then contacted the Manager at the local 'R' Us store he said he couldn't do anything but he was nice and offered me 50% off a battery which I purchased , I went home tried it just to find out that it was not the battery at all. I then contacted N.E.W. again and I informed them of this all they had to say is that my warranty has since expired and was told "have a nice day " and that " I should have bought a battery sooner" as I explained the battery had nothing to do with it and that I was going to inform the Revdex.com and post what happened all over the internet there replay was " We are an accredited member we will just have the comment removed". I do not know how a company like this does business they prey on innocent people and there children I will also file a complaint with my states attorney general as well as the FTC and any other agency I can locate willing to take a complaint the public should be warned. So I am out the cost of the toy, the cost of the warranty, the itme I wasted on it and on phone, as well as the cost of the second battery that was purchased for no reason as the first was working.Desired Settlement: Refund of warranty cost as well as my cost to replace battery for no reason, and compensation for my time to repair there items.

Business

Response:

August 11, 2014

Review: Warranty not done in timely fashion, getting conflicting answers.

We bought an Extended Warranty from [redacted] for our TV. It broke on July 21, we filed a claim July 22, the repair guy came out, couldn't fix it, went back ordered a part came back to our home and that didn't fix it. He then took the TV to his shop to fix. We didn't hear anything so we called him, he said availability of the other part was poor and wasn't sure what Asurion would decide to do. So yesterday I got 2 emails FROM ASURION saying my repair was complete. I tried to reach the repair guy and didn't get through to him finally got through to him this AM. and he said Asurion was replacing our set because it was too costly to fix. We called Asurion and they said they have no record of our repair being complete and they would make a decision in up to 3 business days. If I got to the Asurion website it says my claim is complete however the customer service person says in the notes it doesn't say that it is and I won't be able to to anything until Monday. By that time we will have been 2 weeks without our set. I am sorry but this is unacceptable.Desired Settlement: I want the full purchase price of the television plus tax, PLUS the cost of the warranty.

Business

Response:

August 25, 2014

Review: I contacted this company who also goes by ([redacted] extended protection plans) at 6:05 pm on 5/2/2013 about an issue with a dishwasher that I have. I explained again that at this time I have had 2 separate repair companies, [redacted], and A&E appliance to my home to make repairs a total of 5 times with a total of 9 repair men. Thus far a total of 5 parts have been replaced in which it took a week to two weeks for each part to arrive and yet the appliance still does not work. The call taker was less than empathetic with my issue and offered no assistance only excuses stating that I had not reached the number of complaints for the Lemon Law to work for me even-though no one can get it to work. She was very curt and snippy and started to have an attitude with me on the phone when I requested a simple call from a supervisor as her lack of ability to help was apparent.Desired Settlement: I herby request a written apology and immediate repair or replacement of the defective dishwasher.

Business

Response:

May 16, 2013

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

March 27, 2013

Review: I bought this insurance policy through [redacted] in [redacted]. My TV has broken and fix 4 times. Every single time it is broken, it is the same problem; there is no power and there is no display. When I bought this insurance policy, they told me if they repair it 3 times for the same issue, they will replace my TV an new equivalent TV or issue me credit. It is also stated on the insurance policy that I have with me. Now it is the fifth time that this TV is broken and I am sending it back for another repair.I keep getting the TV back with the same issue that isn't fixed.Since I am a [redacted] business member, my insurance was automatically extend 1 year and my insurance will end Sept 09, 2013.Desired Settlement: Either replace my TV with an equivalent TV of same cost or issue me credit as it it is stated in their policy. Policy can be obtained online at: [redacted]

Business

Response:

March 26, 2013

Review: Purchased a protection policy, tried to file claim on issue that clearly wasnt covered under original mnfctr warranty and claim is repeatedly denied.

Purchased a protection plan from [redacted].

Receipt Date 12/18/2013 Model # of item is "[redacted] KEYS" Payment Amount for item was $99.99 and purchase plan was $7.00 Item broke on 5/12/14 and Asurion that is the protection plan is not allowing our claim to go through since they say we need to contact the manufacturer however the manufacturer says that its not covered under their contract.Desired Settlement: I am seeking a full refund of the product and protection plan totaling $113.99

Business

Response:

June 11, 2014

Review: I purchased a 2 year warranty for my [redacted] Monitor on July 29, 2012 with OfficeMax Assurance through [redacted]. I registered the product immediately online. The product fell off my desk and wasn't working so I sent it to [redacted] aka [redacted]. They sent me an email on November 28, 2013 saying that they had issued a gift card first class mail for the purchase price of $215.00. Since then I have not received the gift card and have called and spoke with customer service at N.E.W. 6 times now. The first 3 times I called I spoke to customer representatives that quickly brushed off my not getting the gift card, verified my address and said call us if it doesn't come within 7-10 business days. After the 10th business day I called and talked to a representative and told him that I had been checking my mail daily and it had not come. The representative continued to ask me what I did with the money and gift card and I responded that I am am honest person who has not received ANYTHING but that I really needed it to come because I am without a computer. After he decided that I was telling the truth he said he would reissue a gift card and verified my address (the only one I have ever had with the company). A week later I get a voicemail with a women from N.E.W. saying that they couldn't send out my gift card until I verified my address (which I had already done each time on the phone). I called back and spoke with a representative, slowly explaining the entire situation and he sounded very confused. He said that I didn't need to verify my address and that it had been sent already again (reissued), I asked for the date it was sent and he said he wasn't sure but that it was sent. I called again yesterday and the representative said that it had already been delivered to me, and when I responded that I had NOTHING and asked to speak with a supervisor, she refused to let me and said anything I needed she could resolve. This situation has been unbelievably stressful and I have to options but to file a report. The representatives have been unhelpful, rude, and a couple even were laughing while they thought I was on hold. I need for the company to issue the gift card and actually mail it.Desired Settlement: I need the company to issue the refund for my computer monitor for which I purchased a warranty.

Business

Response:

February 5, 2014

Review: I returned to [redacted] Monday morning with my defective JBL Eon 515 XT and was told to call the warranty company who would in turn send me a shipping label by email. I called this warranty company Monday from [redacted]'s parking lot, practically begging them to expedite the repair service by sending an email with a shipping label. The warranty company rep check for a local repair facility and found none. She checked in NC but the company did not work on my equipment. I was placed on hold again for her to call JBL and she told me they would charge well over $200 to ship it to them. I said NO WAY...what is the warranty for. I was put on hold again and she found a place in Virginia to send it to and told me I would receive the email with the shipping label by WEDNESDAY. That did not happen so I called back on Thursday and was told the email would be resent ( thinking in a couple minutes at best). Two hours later I called back and asked what was the hold up. I was told the first email (from Monday) was being sent "regular mail" after I was told it would be an email and the email that had not been sent on Monday would be "resent" and take another couple days. This was so frustrating that I asked to speak with a Manager. I asked the Manager could I do an in-store swap since I'd been given the run around by the warranty co. She told me I would have to get that set up with the local [redacted] store. Next day (today , Friday 10/25/13) I go to [redacted] and the Manager Calls the warranty co. and they tell him I could swap out but lost my 2 yr extended warranty (NOT EVEN MENTIONED TO ME BY THE WARRANTY CO MANAGER THE DAY BEFORE). I received the email ON THE WAY TO [redacted] with the label to ship my equipment but it was found out by the Manager at [redacted] that it would have gone to a third-party repair facility that did not work on JBL eons. To think what would have happened if I had turned around and went home to print the label and sent it to the WRONG FACILITY and how long it would have taking to get back an UNREPAIRED ITEM. After spending over 2 hours in the store with the store mgr and myself calling to rectify this situation, I decided to do the swap out because I could not risk believing a Warranty Company that has repeatedly misinformed me and [redacted] Store Mgr.) This type of "service" is totally unacceptable. The store Manager ([redacted]) at [redacted] is more than willing to verify the horrid details that we both experienced while in his store today. I pray for a sensible outcome to this after dealing with such substandard customer service by the warranty company N.E.W. an Asurion Co.

[redacted] (Store Manager) [redacted] Phone: ###-###-####

Mon-Sat: 10:00 AM - 7:00 PM

All I'm asking for is the Replacement of my 2yr Pro Coverage Extended Warranty.Desired Settlement: Replacement of my 2yr Pro Coverage Extended Warranty that I purchased for $69.99

Business

Response:

November 4, 2013

Review: [redacted] computer with extended purchase. [redacted] contacted as to lack of service by [redacted]. [redacted] notified of poor service by [redacted] for repair.

The extended warranty company was put in contact bu [redacted] for me. The laptop computer has been sent two times to warranty logistics and sent back with part replacement, however, computer does not work. J have had several phone conversations with a [redacted] customer service supervisor, [redacted]. I also, have in contact with warranty logistics, preparing for a 3rd return of computer to warranty logistic, extended warranty co. This back and forth return of laptop computer continues with no resolution in site. I have buy back plan plus with [redacted] at time I purchased the computer. However, [redacted] or [redacted] has not made an attempt to get computer properly fixed or buy back computer. I have only heard that lack of service complaints sent up the ladder. I am told that the process continues until Warranty logistics decides not repairable. I have used my allowable cell phone minutes for the month. I have only a cell phone. There is no one concerned about the lack of customer satisfaction with extended warranty company- Warranty logistics. I am now in the second month with a computer that does not work. [redacted] has not made no effort to get issue resolved by seeing that computer is properly fixed, buy back,, or replace.Desired Settlement: I have asked that the buy back option be honored and I get my money back on computer and extended warranty purchased.

Business

Response:

Hi [redacted], The attached Revdex.com complaint is identical to one received by N.E.W. in June 2013 from the Revdex.com serving West Florida. It was filed against the [redacted] ([redacted]) and [redacted] responded to the Revdex.com complaint and advised that we (N.E.W.) were working with the customer and he should reach out to us. I have attached the last email correspondence to **. [redacted] on July 8, 2013 that he never responded to. Also, **. [redacted] never utilized the UPS label referred to in my email to send his computer back in for diagnoses. Per the plan terms if the computer requires a fourth (4th) repair, as determined by us, we will replace it with a product of like kind and quality that performs to the factory specifications of the original product, not to exceed the original purchase price, or issue a voucher, gift card, or a check, equal to the original product purchase price as indicated on your sales receipt, including sales tax. I will be glad to assist in having **. [redacted]’s computer diagnosed if he would reach out to me directly. Regards, [redacted], Senior Compliance Coordinator[redacted] voice ###-###-#### fax ###-###-####Asurion I 648 Grassmere Park, Nashville, TN 37211www.asurion.com I Twitter I 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: The laptop has been to Warranty Logistics repair center twice. The repair of lines repaired. However, The operating system not working..The repair form requires that I as customer give approval to allow repairs as needed. The system was remove. The original operating system was not re-installed as approval given. The computer sent a second time, they repaired a LCD screen. I did not asked for such repair. The laptop sent back again not operating. Per contact the third time, a Tech , "[redacted]" indicated try several functions, still not working, said send a third box to me. I contacted an internal phone number for [redacted]. They indicated send to them. They said re-install and operating system and laptop would work. I paid to ship to [redacted]. The computer returned working. I would not return this laptop to this "Warranty Logistics repair center again. I wasted $159.00 on extended warranty in which the computer was returned in not complete functioning and operating form. I had spoke to a [redacted], management for this repair center, she indicated after copies of repair forms faxed to her, showing that I given proper permission per form for operating system to be removed and original operating system to be re-installed. This action was never done . She also, indicated to me that the buy back option of extended warranty did not applied to my computer. she said that extended warranty did not start start until 1 year factory warranty past. This is not correct. I located front page of warranty that I received from [redacted].. The person taking the order for laptop and extended warranty purchased, wrote in start date as day of purchase. She needs to review the extended warranty agreements. My computer is working due to my contact with [redacted]. I have no further need for extended warranty. I wasted $159. I wouldnot send my computer again to this repair center. My laptop was not properly fixed, and I have no idea if there is a lack of training or lack of qualifications of techs. The repair information form is ignored or something. [redacted] made laptop operational in one trip. The buy back as I first proposed to end this dispute, well, not honored by [redacted] or WARRANTY Logistics. S

Regards,

Business

Response:

October 31, 2013

Review: I received a box to put my TV in to send back to the company for repair. It did not have a cracked LCD or scratches on my TV. However , the company returned it and said they would not honor my warranty and repair the TV because it has a cracked LCD. The only thing that was wrong when I sent the TV to the care plan to get repaired was that when I turned it on. It would get stuck in a repeating sound, it would freeze up or it would go blank and turn off and the turn back on again. I actually thought that the problem was being caused by my cable box. I had the cable people to come out on several occasions and they would change the cable box. It would seem as though the issue was corrected and maybe a couple of days later it would do the same thing. Then a thought came to me to unplug the TV from the cable box and make sure it wasn't the TV having a problem. Sure enough I discovered it was the TV not the cable box. Then I called in a claim to [redacted] Care Plan and sent the TV. They returned it with a cracked LCD not repaired. Had I known it was going to get damaged between the time it left me I would have taken pictures before it left me. I have called this company on several occasions trying to resolve this matter. However they will not honor my claim. What do I need to do to prove I did not send my TV to be repaired with a cracked LCD? Here is a list of my correspondence with the Care Plan and UPS. 08/29/13 @ 09:44am [redacted]( Care Plan), UPS @ 10:00am [redacted] on 08/29/13, UPS 08/31/13 [redacted] left message, UPS 09/03/13 [redacted] @ 12:12pm, Care Plan 09/09/13 @ 10:06 [redacted], Care Plan 09/12/13 @ 7:53pm [redacted] which connected me to the manager [redacted] she hung up without speaking to me. When I called back. I got [redacted]. [redacted] stated that [redacted] the manager had stated on the computer that she tried to call me back several times. However, that wasn't true because I was talking to [redacted] on the phone she should have called me back on. I have my cell records to verify this. As you can see this company is not being very honest in it's dealing with customers. My beliefs is one of their repairmen did this and claimed it came in like this.Desired Settlement: I want my TV replaced and also I need an apology and a better way of filing a claim. So they will know the condition of the product before we send it to them. This way they can't make a false claim against their customers. Because I am not a person without logically knowing that the condition they returned my TV back to me it can't be repaired. Therefore, I would not have wasted my time in sending this TV to them for repair in the first place. They probably need to have the customer go to the store and show someone there the condition before it sent off to be repaired.

Business

Response:

October 3, 2013

Review: Sent in my laptop per the policy and included a written document with pictures describing the exact problem. The laptop was sent back not only with 2 of the 4 problems (yes 4 problems) not repaired but also had additional damage upon return. I contacted the repair company and sent back with an updated document with pictures again describing the problems. This time it was sent back with the damage they had done during the first service repaired but the initial two problems were still not repaired. It has now been 4 days short of a month and they want me to send my laptop back to them for another 2 weeks time to hopefully get the problem finally repaired. Upon contacted them, the repair company, they referred me to the actual warranty company. The warranty company N.E.W. told me that the broken screen to hinge mount (The part that actually holds the screen on the laptop) was a cosmetic item and was not covered. This is not true. I requested a replacement and was denied. I have been without my laptop for nearly a month due to failure of N.E.W. to have my laptop repaired. They now want me to send it out again with no further guarantee that it will be properly repaired this third time.Desired Settlement: At this time I am simply requesting a new unit of with the same specs as my unit to replace this unit due to the lost time from failure by them to honor their repair agreement in a timely manner and repeated failures to repair the problem.

Business

Response:

Review: I bought my son a tablet the day after Thanksgiving for a Christmas gift from [redacted]. The cost of $86.49 PLUS $9.99 Warranty. The Warranty says the company will fix or replace the product under the "FOR SERVICE PLANS". I was told this could not happen because the product was no longer available. While on the phone with National Electronics Warranty, LLC AKA N.E.W. I look up the product at [redacted] online. It's there. However the cost is no longer the holiday cost, it is now $99.99. The company now tells me that they will not replace the tablet. Nor do they offer to fix it. Instead I have to settle for a gift card that will not cover the cost of a new tablet. Of course on the warranty under "FOR REPLACEMENT PLANS" says they will replace the product for a similar product or refund the cost at their discretion. Okay my issue with this is at no time while buying the warranty was this information given to me. I had to drive to [redacted] to get a copy of the warranty. This company is VERY deceitful and will lie to you. Shame on them and [redacted] for misleading their customers with all their double talk. Also it was hard to locate this company on the Revdex.com website. There seems to be more than a few address for the same company. VERY SHADY. I feel entitled to a full replacement of the this product or at the very least they should at least try and fix it.Desired Settlement: I feel entitled to a full replacement of the this product or at the very least they should at least try and fix it

Business

Response:

April 29, 2013

Review: I purchased a Samsung Flatscreen televison from [redacted] and bought a NEW Product Protection Plan. The television is having issues with horizontal lines now staying on the screen. I called NEW to set up a technician to come look at the malfunction. They sent a repair man to my home from [redacted], named [redacted]. [redacted] said the panel was defective and most likely would cost too much for repair, therefore I should expect to get a new television.

Well, NEW does not feel that way. They want to mail me a check for the price I paid for the product, instead of replacing the product. I don't agree with their judgement. I don't want the money, I want the my Samsung 46" LED Flatscreen televison replaced. So, I called them and they refused to let me speak to the departement which authorizes these decisions. They said, "The Authorization Department does not accept calls nor take messages". I find it infuriariating and unethical for them to not allow me to speak to a person who has the authority to listen to my complaint and assist me further.

The reason I don't want the money is because I got a 20% discount due to a sale [redacted] was having. I recieved $200 off the tv and NEW is pushing a check because they know it's cheaper than replacing me with a 46" Samsung LED television. It's manipulative and it's cheating.

I bought a service warranty where in the case my product was defective, it could be replaced. I cannot replace the product with this type of low-balling. I would have to buy a smaller television, a much smaller one. In the NEW contract I have with me, it states, "We will repair or replace the product, or reimburse You for authorized repairs to or replacement of the Product".

They say they will repair or replacer the product. They can't repair it... so they need to replace it. Since the televison cannot be repaired, we don't need to authorize repairs for it.Desired Settlement: I want a new 46" Samsung LED Television with the minimum specs this teleivion came with "or" the full price of this telvision when I bought it which will allow me to replace the television! THe full price was $999 (plus $80.75 tax).

Business

Response:

April 12, 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 Samsung flat screen television form [redacted] along with a N.E.W. Product Protection plan. The television has horizontal lines across the screen. You contacted N.E.W. and a technician for a local company was sent to diagnose your television. The technician advised that your television needed a panel that would be too costly to replace. The technician advised that you should expect to receive a new television. N.E.W. advised that they would be sending you a check for the purchase price of your television. You do not want to receive a check due to the purchase price you paid being discounted at 20% when you made the purchase.

A review of your service history for the service plan you purchased has been completed. The research revealed a Samsung 46” LED TV registered with a 24 month service plan on March 24, 2011. The purchase price of the refrigerator is listed as $799.00. A check was issued to you on April 4, 2013 in the amount of $874.91 the purchase price you paid plus tax. This reimbursement satisfies NEW’s obligation owed under this contract.

Specific languages in the terms of coverage related to your complaint are listed below for your reference:

LIMIT OF LIABILITY: For any single claim, the limit of liability under this Contract is the least of the cost of (1) authorized repairs, (2) replacement with a product of similar features, (3) reimbursement for authorized repairs or replacement or (4) the price You paid for the product including appropriate sales tax. The total liability under this Contract is the purchase price You paid for the Product including sales tax. In the event that the total of all authorized repairs exceeds the purchase price paid for the Product or 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 Contract.

WHAT IS NOT COVERED: (16) ANY LOSS OTHER THAN A COVERED BREAKDOWN OF THE PRODUCT

I apologize that you misunderstand the terms of the service plan you purchased. However, service plans are not designed to compensate for increased cost in a product, they are to provide reimbursement for what was originally purchased.

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,

[redacted]-Senior Compliance Coordinator

NEW Asurion

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:

NEW states it will replace the television. It does not warrant you not replacing the television whatsoever. In your Terms & Conditions Brochure, under "What is Covered", NEW states that it will either REPAIR OR REPLACE the product. End of story. THe part after, it states it will reimburse me for authorized repairs to or replacement of the product. Again... the KEY WORD: REPLACE. Why on earth would a customer purchase a warranty placement plan to have to come out of pocket to replace the product? And if that's the case with NEW Business practices, you should be upfront about that.

Review: wont honor air bed claim.

Said they won't honor my claim because the bed doesn't have a built in pump.Desired Settlement: Honor the claim by either providing another product or honoring the amount paid for it.

Business

Response:

June 24, 2014

Review: I tried to file a claim in june because my dishwasher stopped spraying water, the company the warranty was with is called NEW. when I called them they said they couldnt locate my information due to a merger in progress and their system were acting up and instructed me to find and fax the invoice. I went to [redacted] and they couldnt locate it in their systems either so I pretty much have been washing dishes by hand because the warranty that I paid for wouldnt repair my dishwasher. just this morning while looking through the attic I found the invoice and called in only for them to tell me that it expired 3 months ago, I spent $500 on a warranty for 4 appliances only to get told they lost my records, then when I finally find the receipt, I get told its past the warranty period and past the 30 day grace period. an exception should be made in my case since I had a valid claim and the dishwasher was broken before the warranty was up but your company couldnt find my information in the system, forcing me to locate a invoice to a product I purchase 5 years ago. I have never filed a claim and this would be my 1st claim. please let me know if you can be of any assistance, thanks, StanDesired Settlement: Please send someone out to fix the dishwasher, Thanks!

Business

Response:

December 22, 2014

Review: On February 14 2013 I brought 3 phones. A [redacted] and two straight phones. I returned one [redacted] phone in November of last year because it was working right and they sent me a refund for $86.47 and I sent the other [redacted] phone in March of this year and found out that they did not pay me the right amount for the first phone I sent. Both phone cost $129.88 each. The [redacted] warranty was cancelled last year in March but never removed in their system, that why they paid me for the [redacted] instead of the [redacted] phone they received, but anyway, I requested for my refund faxed over 3 copies of the receipt. The first one 3/17/14 they said couldnt read and I sent 2 more on 3/18/14 & 3/19/14 and on 1/23/14 the [redacted] Store here in [redacted], Texas faxed one. And each time I call I was told I had to wait 7 to 10 day and I am still waiting since March 14, 2014. Receipt sent on 3/18/14 I was told the time frame of 7 to 10 days for me receiving my refund would not chance because they only needed to verify the amount I paid for the phones and once the amount was verified then my refund would be sent to me. The accounting dept. called me only once about the first receipt because they could not read the amount but when I would call regarding the other receipts I was always told I need to sent another and I would reply "I have already sent 2 and I requested for the accounting dept to call me but never received a call so finally I got tired of this and got [redacted] headquarter involved and for the store in [redacted] to fax a copy of the same receipt to them and I still do not know whether they got the receipts because no one from the accounting dept took the time to call me the customer to explain what was going on. I guess they did not want to talk to me or just didn't care. The next week I called I was told I had to wait another 7 to 10 days and finally I got a call from the resolution dept the check was sent and wait another 7 to 10 days and I am still waiting and today is 4/7/2014.Desired Settlement: I want my refund and I would still like for my request to be honored that the manager of the accounting dept call me and give me an explanation of why it has taking this long. Customer should be give some respect and explanation when a situation occur like this. I would only talk with reps and their managers who only told me that I had to wait 7 to 10 days because that is all they could see on their system. The accounting dept have full control and explanation of what is going on with refunds.

Business

Response:

April 17, 2014

Review: I called the service center regarding the warranty on my [redacted] tv. they asked what the issue was that I was having. I told them that my tv had just shut itself off and would not turn itself back on...which is a known issue with [redacted] tvs, although [redacted] does not recognize it in their system. I was then directed to a service center named [redacted] Tv and Appliance. I delivered the tv on January 30, 2014. that service center diagnosed my tv and ordered a main board, which was delivered on February 6th or 7th, 2014. I called on February 10, 2014 to get a status update and was told by the secretary that my tv has not been worked on and that she needed to get ahold of a tech to find out why. she promised a call back with an updated status. no such call was made. while waiting on the alleged call back from [redacted] tv I called the warranty company to find out if they used any other service company in case another issue came up and I needed repairs made again. they advised me that there were other centers they used but they did not have a list readily available. I was then notified that a complaint against [redacted] tv was being filed on my behalf due to the unsatisfactory service I had received. on February 12, 2014 I called the warranty center back to see if there was a status update, seeing as how I had still never gotten a call back from [redacted] tv. it was after a few different calls and transfers that I got ahold of an upper management person who came to the agreement with me that I would pick up my tv from [redacted] and deliver it to another service "center" that they use...which I was told was the only other service they used in Oklahoma. as soon as I picked up the tv I contacted [redacted] Tv and was told to deliver the tv to his HOUSE...which I wasn't happy about. this gentleman runs his repair business out of his living room. upon delivery we leaned my tv against a box that contained a [redacted] tv replacement panel for a model similar to my tv...and please keep this fact in mind for what I will reveal shortly. when he looked at the exterior of the tv, he and I noticed that there were a couple screws missing, some of which went to the base which I had removed from the tv for secured transport. I told him that I had the base and the screws to it but he insisted on arguing with me that they were missing from the tv and not the base. this didn't exactly secure my confidence in him as a tv repair person... on or about February 19, 2014, I received a call from the supervisor I had been in contact with through the warranty center and was told that they would not cover the cost of the repairs because of a bug infestation in my tv. upon hearing this I immediately called [redacted] Tv myself to find out what the issue was. I was then told that there was the infestation as well I was told that after he replaced the power board only half of my screen worked. figuring that [redacted] may have damaged the tv when they "worked" on it, I called and spoke with what I was told was the owner, which was the same person who inspected my tv on January 30th. I was informed by him that there were NO signs of infestation when they opened the back of my tv (which there would have been if there actually had been one...), and that when they tested the tv after finally installing the main board that the ENTIRE backlight on the panel of the tv lit up...not just half of the panel working. the warranty center is now trying to say that I may have damaged the panel when it was transported from [redacted] to statewide...which is what they told me to do. if the manner in which I transported the tv from one repair shop to another repair "shop" would have done damage, one would think it would have been damaged when it was initially delivered to [redacted] seeing as how it was transported the exact same way...and the transport to [redacted] took longer. it is my belief that the new repair person damaged my tv further than it was, seeing as how it was a common power issue that had nothing to do with the panel, and he doesn't want to have to take responsibility because he would have to lose money and reputation so he has taken pictures of someone elses front panel that needed replacement due to an actual infestation, (remember the newly delivered panel I mentioned earlier?), and sent them to the warranty company so he doesn't have to deal with the repairs. it is also my belief that the warranty company is turning a blind eye to this bogus claim by the service person because they also would lose reputation and more money that the tv was worth just to repair it.Desired Settlement: repair or replacement with an identical [redacted] 55" tv or the FULL purchase price of the tv AND the extended warranty plan

Business

Response:

March 12, 2014

Review: They act as if they're going to fix my daughter's [redacted] (insured), but will not act. Been waiting for 6 weeks already with multiple phone calls.

I purchased a 2-year warranty with my daughter's [redacted] from [redacted]. Asurion (the insurer) was contacted Dec. 3, 2014 and said they would send me pre-paid postage in an Email, which never came. I called a few days later and was told they'd send the actual packaging in the mail. Nothing came. I called again and they said they'd send an email with the postage. Nothing came. I called and they said they'd re-send the packaging. Nothing has come. Basically, they act like they are handling the complaint when I call or Email them, but they are doing nothing about it. My warranty guarantees that it will be fixed in a timely manner, and noone is responding to fix it.Desired Settlement: FIX THE PRODUCT THAT I PAID TO HAVE INSURED IN A TIMELY FASHION! MY DAUGHTER NEEDS THIS FOR SCHOOL!!!

Business

Response:

January

26, 2015

Review: NEW Warranty company is not honoring their Lemon policy: We have had ** Appliance repair service out to repair our ** refrigerator 8 times, 5 times scheduled directly through the warranty company as required by them. The last two visits the repairman have said - and documented - that they CANNOT repair the refrigerator. However the NEW warranty company has not returned my calls or contacted me to refund my purchase price as explicitly documented in their terms and conditions for the extended warranty. The last repair visit was a week ago; I called the warranty company immediately after and was told that someone would contact me the following day - it has been a week with no call. Every time I call I get a different person that tells me someone will be contacting me, but I have yet to hear back. Every time I call I get the runaround and have been dealing with this for two months and still do not have a refrigerator that works or any type of resolution.Desired Settlement: I want a refund for the purchase price of the refrigerator plus tax: $2433.94 + $133.50 = $2567.44

Business

Response:

July 23, 2014

Review: I purchased a 50 inch [redacted] led tv from [redacted].com in march of 2013 I also purchased an extended warranty for the television. I called the company to come and fix the tv when I noticed it wouldn't keep a picture they sent someone out to look at the tv he didn't even look at it he said someone would be in contact with me about setting up an appointment so they could fix it I waited it a little while to hear back from the company then called called back and was told they was going to fix the tv when I didn't here from them again I called again and was told they couldn't fix the tv because I had to much stuff on my coffee table I told them to just come fix the tv and I would move the table then they said ok they would come out and fix the tv but never did when I called back again I was told that they couldn't fix the tv and that it was not covered and that should call the manufacture for them to fix it when I did that the manufacture said it was out of warranty with them and that was the reason for the extended warranty that I purchased and that the company was obligated to fix it or replace it.I called them back and they gave me the run around about the rc jacks not being covered but it says nothing about that in the warranty that I have what is the purpose in purchasing a warranty if they are not going honor it all I want is my tv to be fixed or replaced or a refund for the tv and the warranty.

Product_Or_Service: extended warranty w dig Led hdtv 50 inch

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would either like for them to fix my tv or replace it or a refund for the tv and the warranty.

Business

Response:

December 11, 2014