N.E.W. Customer Services Companies

Review: I purchased a four year service plan for my [redacted] riding lawn mower (which was picked up to be serviced May 17, 2013) at TSC on August 18, 2009. The lawn mower was serviced, but was not finished until June 3, 2013. The issue is I had requested the $50 for the "Rapid Repair Promise" since it took more than 2 weeks for the service to be completed as well as the 25% reimbursement for Preventative Maintenance Parts, in which I received the 25% (of course they shorted me $0.01 on the parts reimbursement) but not the $50 for the Rapid Repair. I have sent email requests to find out more information about this with no avail/response. If they do not intend to pay the $50, then I think they should not offer it on their brochure as a selling point for the insurance/service plan. The total amount that I should have received is: $56.65; the check I received was for $6.64. All I am asking for is the difference that I am due. I have not cashed/deposited the check from them for $6.64 because I am not satisfied with that amount. Also, I faxed all the documentation to the company so that I could get reimbursed (along with that was a written request for the $50), so they had proper documents to provide the dates of service in question. Thank you.Desired Settlement: The outcome that I request is a check for the amount of the difference that I am owed, which is $50.01 (unless the company plans on stopping payment on the $6.64, then the check should be $56.65) . I do not plan to do business with the company anymore and do not want any unnecessary contact from the company. Thanks again.

Business

Response:

August 5, 2013

Review: I bought a sylvania 32 in lcd for 379.99 I also purchased the 2 year smart plan for 39.99 at [redacted] in August of 2010. The tv had a 1 year manufactors warranty and the 2 year plan was to start after that. The tv worked fine until Sept. 2012 when it started shutting itself off after 15 mins of being on. We called the smart plan number they sent us a box and we had to take the tv to ups to have it shipped to them. We got the tv back about a week later with a note saying they could not duplicate the problem after 5 days of bench testing. The issue I have with that is the ups records show they only had the tv for 2 days. When we got the tv back it still didnt work we sent it back and the returned it saying they replaced a circuit board. The tv still did not work and we shipped it a third time, again we got it back saying they replaced the same circuit board. The tv came back and it was still shutting off after 15 mins. We called a third time and were told about the lemon policy and they said the would verify the tv was not working and would send us a check for 379.99 plus tax because it was the 3rd identical failure. We got a email saying the tv was on its way back again. When we called and told them the tv wasnt suppose to come back they were suppose to send a check we were told they couldnt find anything wrong with the tv. We asked them if we could email a video showing the tv doesnt work or have someone come to the house to see it we were basically told there was nothing more they could do for us as far as they were concerned the tv works fine and we might be running a scam since the time is running out on the warranty. I think there is a scam but I think it on their part not ours.Desired Settlement: We would like a refund like we were promised when we purchased the plan.

Business

Response:

April 29, 2013

Review: This company warranty program for [redacted] refuses to cover my phone, or even refund or replace it as the [redacted] employee said they should

I purchased 2 phones for my business both with warranty programs, however Asurion will not cover my [redacted] phone as the [redacted] employee said they would, I want my phone covered, replaced or refunded. I run a small business and neither I nor my business can afford a warranty or phones that do not work.Desired Settlement: I want the phone refunded $99.88

Business

Response:

August

1, 2014

Review: Scam artists. Had my tv for wks only to say there is no issue.

I purchased a television from [redacted] and also purchased an extended warranty they offered from Asurion. I noticed while watching the television that the picture is distorted and there are lines that run vertically. Sometimes they are more noticeable than others. So I filed a claim with Asurion and was told I'd have the tv back after 5 days. It's been weeks that they've had my tv so I contacted them to see what was causing the delay. I was told someone would call me back the next day. The next day came and went without a call back. I called them again and was told a supervisor would be contacting me. This time they did actually follow through but the supervisor said that their technician lived in NY had hadn't been able to come to work because of the recent snow storms for the past few days but she would call me when they had an update. I received a voicemail from the supervisor indicating they have been testing my tv the entire time and have found nothing wrong. This is a complete lie. I could see if they only had it for a day or so and there was nothing but if they've been testing it for weeks then they certainly would've at least saw the problem I described. They are complete scam artists. Their customers purchase a warranty and then they make them send a tv in multiple times before they will actually make a repair or even admit there is actually an issue. They hope customers well give up so they don't have to make repairs that the warranty should cover. When I receive my tv back and I take it to a local repair shop and they identify the problem and make the repairs, I believe Asurion should reimburse me for the expenses. My Asurion service request number is [redacted]Desired Settlement: When I get it repaired at a local tv shop they should reimburse me for the repair expenses. Our provide me with a check for the amount of the original purchase price

Business

Response:

December 19, 2014

Kalamazoo, MI [redacted]

Case # [redacted]

[redacted],

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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.

The service center N.E.W. assigned to repair your television kept it for weeks only to return it unrepaired with a note that there was “no trouble found”. You submitted the claim due to the television picture being distorted with lines running vertically. You indicate at times it is more noticeable than others. You believe it was a lie when you were advised the service center had been testing the TV and was unable to replicate the problem you were experiencing. You believe it is our intent to have you quit the claim process in frustration so we do not have to perform repairs covered under our Plan.

Upon receiving your television unrepaired, you took it to a local service center that immediately diagnosed the problem and was able to fix it.

The desired resolution listed in your complaint is for N.E.W. to reimburse you for the expenses you incurred.

A review of your service history for the replacement plan you purchased has been completed. The research revealed the service center assigned to repair your television received it on November 7, 2014. On November 18, 2014 a request was submitted to the service center to provide a status update on the repair. They replied that they were still performing tests and estimated another 7-10 business days would be required. November 24, 2014 the service center determined they were unable to replicate the problem suggesting it may be due to the signal source (cable box or satellite receiver), or the cables connecting the television to the signal source. You inquired about the possibility of a local repair center providing service to your television. You were advised an estimate would need to be submitted and approved before service could begin.

We spoke together by phone and you agreed to send photographs of the television which did confirm the problem you are experiencing. We agreed to locate a repair center in your area that would be able to perform an in-home service repair. The service center will contact you directly to schedule the appointment. We will cover the repair costs if they are less than the purchase price of the television. If the technician determines the cost of the repair exceeds the purchase price of the television, we will provide a reimbursement of the purchase price paid for the television including sales tax.

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

Regards,

Ken P[redacted]

Compliance Coordinator

[redacted]@asurion.com

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer

Response:

Review: Hi, I purchased a washer and dryer from [redacted] and bought a warranty on them at that time(July 2009) It is supposed to be for 5 years. The washer and dryer have been worked on, going on five times, by appliance repair companies in the area through this New Warranty company. I have had many issues with the scheduling alone. I will often need to schedule the washer and dryer at the same time because they both have issues frequently. The new warranty company will assure me that they can check both at the same appointment, because I also do not want to sit around on my day off two different days waiting on repair people if I can get them looked at the same time. They give you a five hour window at that. Well, after I have schedule them both to be looked at, on two occasions and two different repair companies, the repair men say that they have no record of being told they were to look at both of them. so that is a big problem with New Warranty's communication. So, after having them worked on for the third time, I called [redacted] and asked if instead of coming out to fix them again, wouldn't the warranty cover us getting new ones, because the same problem would not go away. They assured me, that that would be a good idea and that I should call them and submit that. Well, I did, and a few a days later, New Warranty called me back and just said I was not eligible to get them replaced. Later, after a few more phone calls, I find out that you have to have the machine worked on three times, which I had. Then after more inquiry, I find out that it is actually three times and for the same problem. The qualifications just kept getting more specific. which I took pretty well, even though I never saw that in the fine print(about three times for the same problem). I later found out too, that when they were serviced, it had to also be at least 30 days apart to count as a different time that they were serviced. It started to sound to me like they really didn't warranty replacements. Well, I called back after the third time and asked if they could go ahead and replace them, because I honestly get so exhausted having to schedule repairs all the time because I work full time and obviously they are not getting fixed, and I hate wasting my time. All I want is washer and dryer that works.. Then the New Warranty employee checks for me to see if they can get them replaced and she says that the washer had only been serviced once and the dryer twice. Well, this flew all over me, because they do not even keep decent records. This company is not fit to be in business. I can call the [redacted] factory service, and [redacted]'s appliance and get their record of when they were out. I do not know that this would even help, since these new warranty people are no where I can actually see someone in person, I get the feeling every time I call that they do not care and everyone says something different. I have contacted [redacted] and been in the store to talk to the local [redacted], SC managers. They have not been any help either. I have asked about it, and they say that they will check and call me back and they do not call when they say they will, so I wait a few days then call again and by that time, I have had to go through the whole story again because they forgot who I was and my story. So, I have had a run around. The last I heard from [redacted] was they couldn't do anything locally, they would just let" corporate" know. I will probably be filling out a complaint about them too, because the way I see it, [redacted] sold this warranty to me, so it is their responsibility to fix it. I know I have wasted my money on a piece of junk washer and dryer and warranty, and it is so disappointing that these companies are like thisDesired Settlement: I would like what my warranty is supposed to do, give a credit to the [redacted] store, so that I can pick out a washer and dryer that will work. because I have had it serviced three times for the same problem whether they have recorded or not, me and my repair companies do I'm sure.

Business

Response:

April 30, 2014

Review: Hello, I'm reaching out to the Revdex.com today because I'm in desperate need of help. I've been trying to get my son's game console repaired for over 3 months now. The unit has been sent for repair to them on at least 3-4 occasions and they return it to us in the same state that we initially sent it to them. I've spoken to several supervisors who claim to have limitations to what they can or can't do, they advise me they have to escalate the matter. I've only asked to have someone verify with the company that does the repair to explain: what the diagnosis was, how it was resolved, and if parts needed to be ordered, what parts were they? No one knows a thing. I keep getting passed around, no one ever follows up. I've been more than patient & professional with these people. This is not how you conduct business as far as I'm concerned!

Product_Or_Service: 07/10/2012

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Unit either repaired in home at no cost and or a replaced unit.

Business

Response:

January 23, 2014

Complaint ID#[redacted]

Dear **. [redacted],

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file 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 have attempted to get your son’s game console repaired for more than three months. The unit has been sent in for repair at least 4 times. You asked an explanation of the diagnosis of the game console, how the problem was repaired and if parts were needed, as of the date you filed this complaint you have not received this information.

The desired resolution listed in your complaint is to have your son’s game console repaired in your home or to receive a replacement unit.

A review of your service history for the service plan you purchased has been completed. The research revealed that five different service requests have been opened for your son’s [redacted] since September 2013. Your son’s [redacted] was only received for diagnosis and repair by N.E.W. three of the five times a service request was opened.

· The first service request was opened on September 6, 2013 and the problem description you provided was that the [redacted] would not play games or display options. The technician found no video and preformed a video reset on the [redacted].

· The second service request was opened on September 16, 2013 and the same problem description with the [redacted] not playing games or displaying options was noted. The technician found no trouble with the [redacted].

· The third and fourth service requests were opened on October 28, 2013 and December 9, 2013. Your son’s [redacted] was never received for diagnosis or repair under these two service requests. The third service request was opened for the DVD tray not opening and the fourth contains no data regarding the problem you were experiencing.

· The fifth service request was opened on December 23, 2013 and the problem description you provided was that the [redacted] would not work. The technician found no trouble with the [redacted].

The service plan you purchased for your son’s [redacted] does not provide in home service for video game systems. Additionally, the terms of the service plan that would provide you with a replacement unit have not been met and are listed below for your understanding.

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. The No Lemon Policy does not apply to Video Game Software/CD/DVD Plans.

Your son’s [redacted] has been returned to you along with a troubleshooting guide. One of the representatives I spoke with in researching your concerns advised that if the [redacted] was switched to a different television or the AV1 cord to the television was changed, the video would need to be reset or the [redacted] would not play games or display options.

The following information was included when your son’s [redacted] was returned to you. I hope this information helps to make your son’s [redacted] work properly.

[redacted] Trouble-shooting Tips:

Video issue

- Hold down the power button, (the unit will beep once, and then beep twice).

- Remove finger from power button and video will reset

*If this doesn’t work the first time, attempt these sequential steps once more.

Video issue when using a switch box

- Unplug the video cable from the switch box and plug directly in to the T.V. (problem may be in the switch box).

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 I 648 Grassmere Park, Nashville, TN 37211

www.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]

Review: My Daughters [redacted] is the problem. The first one my mom got her for Christmas and we had to send it back and it took my mom several phone calls and 2 months to have an address label emailed to us. So when my daughter got her second one it stopped working in a little over a month, it was fully charged and the blue light stayed on and two orange lights kept flashing and it would not turn on. Christy from the protection plan registered it for me because their system was not letting me on 4/2/2014. On 5/20/2014 Kandy from the protection plan told me she would file my claim for me because yet again their system kept telling me my information was not valid. She asked for my information that I had put everything in the email I sent that it would not let me file the claim and I replied back that all of that was in that email. Carol from the protection plan told me to take it back to the store I was under the manufacturer's warranty. When you buy the protection plan for the [redacted] at the [redacted]s in [redacted], WV they tell the customer they can not touch it we have to send it back to the protection plan replacement. On 6-20-2014 I emailed to see where my money was and they told me no claim was filed and they did not have my [redacted]. I sent my receipts to them from the [redacted] Store and my tracking information sheet showing that Steve A[redacted] signed for my daughter's [redacted] on 6/4/2014 at 10:30 AM on the dock in [redacted], IN. They keep telling me to contact the manufacturer and I keep telling them they have my daughter's [redacted] and I have never contacted the manufacturer. Angela from the protection Plan on 6/25/2014 gave me a wrong number to call, She gave me ###-###-#### and when I called it there was a recording telling me it could not connect. I called the real number today ###-###-#### and spoke to Angel at 5:30 PM and he told me to call the manufacturer to get it fixed when I am telling him I don't have it to send to the manufacturer because they have it there in [redacted],IN and he still says call them.Desired Settlement: $137.79 the cost of the [redacted]. I am not asking for my shipping charge, I sent it back on my own instead of going through the phone calls and waiting 2 months for an address label emailed to me.

Business

Response:

July 31, 2014

Review: My device is on it's way back for a third time issue still not resolved.

Beginning 05/20/14 I reported my issue for my [redacted] to be fixed do to broken screen. I sent it, it came back worse then ever. The screen is no longer cracked but now the devise is not able to be used. It does not turn on now only if i'm lucky 2 minutes. I don't have my first claim # but I do have my second one #[redacted] now going on my third one [redacted]. My third today was created by [redacted] ID [redacted]. I have notice that calling this company before 8am no one does any work or puts my claim in. It's been twice that I've had to call back in to process my claim. I am beyond frustrated I just want my device to work if not a replacement. I am trying having to drop of the equipment for shipment wait for over 2 weeks to receive it back. Only to receive it and have to send it off again because it still is not fixed. I purchased my device at [redacted] on 12/22/2012. I get items indicating ascurion insurance but get response about N.E.W. Customer Service Companies Inc. I don't know where to go and what to do I just want this fixed.Desired Settlement: I would like a replacement for my device if not just refund me the about of $529 plus taxes so that I can purchase a new one. I am tired of sending it and only getting it back worse.

Business

Response:

June 30,

2014

Complaint

ID#[redacted]

Dear [redacted],

On

behalf of N.E.W., please accept this

letter in response to your inquiry filed with the Revdex.com of

Metro Washington DC & Eastern Pennsylvania, under the above referenced file

number.

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 stated the

following:

You

sent an [redacted] 4 16GB that was working properly but had a cracked screen in

for repairs. You were advised the [redacted] 416GB was repaired and being

shipped back to you, then you were advised it could not be repaired and you would

be refunded for it. You are no longer able to purchase your exact [redacted] 4

16GB.

The

desired resolution listed in your complaint is to receive a replacement [redacted] 5 32GB

with the same features as your [redacted] 4 16GB had.

Please

accept my apology for any misinformation you were provided regarding your [redacted]

being repaired. A review of the service

history for the product care plan you purchased has been completed. The

research revealed a determination was made that your [redacted] 4 16GB could not

be repaired and a gift card for the purchase price plus tax was issued and

emailed to [redacted] on

June 17, 2014.

The

product care plan you purchased for your [redacted] 4 16GB provides for repairs

to your [redacted], replacement of the [redacted] or reimbursement for the [redacted]. These are

all outlined in the terms and conditions for the product care plan under “What

is Covered”.

What

is Covered: This Plan covers parts and

labor costs to repair or replace your product in the event the product

experiences a breakdown. If we

determine that we cannot service your product as specified in this Plan, we may

replace it with a replacement product or we may at our discretion issue

you a gift card or check for the original purchase price of that product,

including taxes, as indicated on your sales receipt. Non-original manufacturer’s parts may be used

for repair of the product if the manufacturer’s parts are unavailable or more

costly.

The reimbursement you were

provided, $211.87, was the purchase price plus tax. This reimbursement

satisfies all of our obligations under the terms and conditions of the product

care plan.

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,

Sr. Compliance Coordinator | [redacted]

P ###-###-#### | F ###-###-#### | www.asurion.com

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: it's not the device I'm speaking of nor is the claim that is being worked on is mine. I sent in my [redacted] which is a value of 525 before taxes. The response is for an I pod [redacted] which I do not own nor have I ever. Also, the email address used to send reimbursement is not mine either. You have now provided another customer's email address to another. Which is not best privacy practice. Please, contact me at [redacted] so the right claim can be worked on. Also, I called left a message.

Review: Parents bought us a tv as a wedding gift and we've only had it for three months and one day when i( [redacted] ) was home, the tv just fell forward for no reason. We called [redacted] about it being a defected product with the stand not being able to support the 39" TV and they said they could do nothing. We've upset because it's their fault that they have a stand one a $500 tv that isn't sturdy enough and don't wanna spend $500 on a new tv because it wasn't our fault. There's a one year warranty on all their products but they won't help usDesired Settlement: We would like the tv replaced or fix at no cost to us because of their defected product

Business

Response:

Hi [redacted],

Happy New Year!

This customer is having a concern with the manufacturer, [redacted]. The television is less than a year old and still under the manufacturer's warranty not N.E.W.'s plan.

Please let me know if you have any questions.

Regards,

[redacted], Senior Compliance Coordinator

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

Review: This will be the second plan on asurion we purchased. We got 2 [redacted] tablets

We purchased 2 [redacted] tablets and got 2 asurion replacement plans on 5/16/14 the first tablet lasted 1 week, we got the run around for 2 and a half months then they finally did something. We are now getting the run around on the second tablet for 3 months now.. This is uncalled for. I have the receipt, all emails, we've called and still nothing. These were for a 6 and 9 year old, now how do I explain it to my kids?Desired Settlement: Money back for tablets and plan , sense the didn't keep there word.

Business

Response:

November

20, 2014

Complaint

ID#[redacted]

Dear

[redacted],

On

behalf of N.E.W., please accept this

letter in response to your inquiry filed with the Revdex.com of

Metro Washington DC & Eastern Pennsylvania, under the above referenced file

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 state the

following:

You have purchased two plans from

Asurion for your two [redacted] tablets on May 16, 2014. It was 2 months before one of

your tablets was covered. Now the second one needs to be covered and it’s been

three months since you initiated your claim.

The

desired resolution listed in your complaint is to receive a refund for the

tablets he purchased and the plans.

I

called the contact number ###-###-#### listed in your complaint on November

10, 2014 and left a voicemail message for a return call to discuss your

compliant. After not hearing from you, on November 12th I emailed

you to follow up on my voicemail message at [redacted] listed in your

complaint.

As

of the date of this letter I have not heard from you. If I can be of further

assistance to you regarding this matter, please do not hesitate to contact me

directly at ###-###-####.

Regards,

Cynthia R[redacted]

Sr.

Compliance Coordinator | [redacted]@asurion.com

P

###-###-#### | F ###-###-#### | www.asurion.com

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:Wow really, 2 [redacted] tablets plus 2 plans were purchased on may 16th. I guess Y'all can't do your jobs either. ...

Regards,

Review: I was sold your product care plan by [redacted] twice, under false pretenses and promises your company had no intention of fullfilling.

I had originally Purchased an Air mattress Nov. 6th 2013 at the [redacted] location in [redacted] NY, at the register I was asked if I wanted to buy an insurance program for it " so that if Anything happened to it I could come to the store and exchange it or I would be presented with a gift card for the value. I specifically asked if this covered all damage that I could do to the air mattress and was told anything. About a month after purchasing this product, it had started to leak I went back to the store to use this" Warranty" and was told that this "warranty" did not cover leaks in the mattress. when I Started to compliant I was presented with term and condition of this warranty. This same scenario happen again, I had purchased a few cellphones from [redacted] and had been turning down this extended warranties. After having bad luck with the products I had become vulnerable to looking for an extended warranty. There was a couple of different plans I was thinking about going with and was sold on the Asurion plan, due to the ease of the process. I would just have to call a number, start a claim, go down to walmart, provided them with the defective product and would receive a gift card or a similar product. I was explained this is how it works with products under $150. I had brought up this issues with the customer service department before I purchased it again and felt confident you would not take advantage of me again. This phone an [redacted] overheated I had called Asurion to file a claim and this time was told I had to send the phone back to them before I could be reimbursed. It would take 3-5days to receive the mailing envelope, although I expressed the pretense this product was sold to me under. I was told the only thing they could do is send the envelope and file a compliant to the store. This claim was filed on 10/04/2014. I called again on the tenth to let them know I had not received the envelope and was told it would be here. I called again today 10/14/2014 and the final said they resend it. BY not having them abide by the time line I was assured of. I missed out on many important phone calls, so much so that I had to purchase a new phone in order to be able to my job. I am an honest person. I was wrong with the air mattress claim and although I was angry , I did realize I was naive to believe the sales person that sold me the warranty. As far as the phone goes though I am not in the wrong, I had knowledge about the warranty so I made sure I asked the proper question, which were answered with lies to get me to buy the product. The worst part is the effort I have received from assurance they made no effort to make me feel any better about the situation just worse because they themselves have not done what their people (not a miscommunication with walmart) said they were going to do. I have never received such poor customer service in my life.Desired Settlement: do what they promised. It would have been great if they had tried to help me in anyway other than just take more time than they assured me it would take.

Business

Response:

October

28, 2014

Review: In November I purchased two tablets for my kids for Christmas. They both stopped working shortly after Christmas. In April, I opened a claim for each tablet through the product care plan that I purchased. I sent both tablets back, each one in it's own package, with it's own shipping label, as instructed. One was replaced within days via a gift card. The other one has not been replaced, they refuse to help me saying they never received the defective tablet, and that there is nothing they can do. My assumption is that it got misplaced somewhere in their warehouse, and when I expressed concerns about this to the supervisor, I was once again told there was nothing they could do because if they receive items and they don't know where it goes, they "dispose" of the item. I feel this is an unfair resolution and an sub par business practice.Desired Settlement: DesiredSettlementID: Replacement

I would like the care plan carried out like it should be since I bought it. I want the tablet replaced. I don't have the tablet since I sent it back, and that is what they want from me. But I can't give them something that I already sent back, and that they already have. My assumption is that it got misplaced somewhere in their warehouse, and when I expressed concerns about this to the supervisor, I was once again told there was nothing they could do because if

Business

Response:

August 8, 2013

Review: I purchased a 60” [redacted] TV from the [redacted], OK [redacted] on 2 January 2014 at [redacted] for $888 plus tax and also a 2year service plan from [redacted] for an additional $59.88. So far the television has been great (I also own two additional [redacted] TVs in my home.) On Friday, 26 September 2014 at approximately 6pm my two boys and I left the home to attend a high school football game. The television was working perfectly before we left; when we returned at 1030 pm the television would not turn on. We noticed a small crack in the front of the screen (just to the right-bottom off center.) I felt for cracks and could not feel any. I first tried contacting [redacted] and was informed my warranty for the first year is covered by [redacted] and not [redacted]. I sent the pictures and copy of my original sales receipt as requested by [redacted] and was rejected for reasons of, “Non-manufacturer defect.”Desired Settlement: Bottom line, all I am asking for is fairness, I am a 90% disabled veteran who still serves his country by teaching new military recruits their job as they enter military service. I am a registered minister in Comanche County , OK (an internet search at [redacted] can prove that) I pretty sure I can get a statement from the alarm company stating no one broke into my home on Friday night to damage the television. I did take a selfie of myself and my finance’ at the game and I posted score updates on the [redacted] page during the game to prove I was at the game. I do not know how much more I can do to prove my integrity about all of this. Please help me on this and do what is right. Repair or Replace my television please.

Business

Response:

October 1, 2014

Review: I purchased a Mini Apple Ipad from [redacted] in [redacted], MA. I also purchased an extended warranty. When the product failed I contacted the phone # listed for the warranty. The woman took all my info and said that a label would be emailed to me in order to return the product for repair or replacement. The label did not show up in my email or spam folder. I tried this 3 more times with no results. They suggested that they mail the label to my home. I agreed and it has still not shown in my mail.Desired Settlement: Replace or repair the product as promised. FIRST, send the label !! I can't imagine how long it is going to take to get the product fixed once I have actually returned it !!

Business

Response:

August 5, 2013

Review: Will not refund by ecard only by check, after they messed up with address

I purchased a cell phone insurance at [redacted].The phone was damaged by me.So I called to get refund and use the insurance that I purchased. They said they would send check in mail. After calling repeatly and them telling me the check was in mail.They then told me it was returned to them.THey had not put correct information on the check. They are very much capable of sending an ecard in the mail, but told me I choose a check. which I was never given option. why would I choose check if I could get my money back instantly. they will not do that. I have now waited over a month for a refund.Desired Settlement: I would like a refund of my cell phone purchase. which I should get in 7 to ten days ..but would also like a refund from the insurance that I paid for. I realize that things happen but don't advertise instant refund if that is not the case.

Business

Response:

September 26, 2014

Review: False advertisement and breech of contract.

I bought an [redacted] ATV (12 volt) Model # [redacted] Serial # [redacted] at [redacted] for my son on 12/09/12. I was asked if I wanted to buy a 3 year Product Care Plan that advertises a "3-day service guarantee for products $150 and over". My son has enjoyed his ATV and then it just stopped working. We have bought numerous batteries and that wasn't the problem. I have one upset little boy because I told him that they would send someone out to fix it. Well, as of today, it's been a 2 weeks since I filed the claim and there have been countless phone calls that I've made to them and they keep claiming that someone will call me about service and no one has. This makes the "3 day service guarantee" false advertisement. I was set up for service with Light Electric Vehicle and they have neglected to call me also. I was also told by one supervisor at Asurion that I would receive a reimbursement for my plan because they didn't live up to the 3 days service and then another supervisor claimed that I didn't gualify for the 3 days service reimbursement because my product wasn't eligible. The only thing that was stated in the brochure was "3 day service guarantee for product $150 and over". My product costs $219. I would like for this situation to be handled asap because my son has a product that I bought a service plan to protect and there's no service or replacement going on.

I am very disappointed and I will be telling all of my friends NOT to buy Service Plans regardless of what they tell you. I will not be buying another one, that is a promise.Desired Settlement: After all the hassle of dealing with this company, I would just like a complete refund so I can replace the ATV.

Business

Response:

August 25, 2014

Review: I bought a product replacement plan at a [redacted] store in [redacted] for my iPod touch I bought back in march 2011. I registered my product and filed a claim because my iPod had gotten broken. The sales person told me that I could throw my iPod and break it and it would be replaced or fixed for free. Since then I cherished my iPod, even had several cases to protect it from damage. However there was an accident and it was broken. I filed my claim with the [redacted] product plan. I told them exactly what was wrong with it and had me send it in for repairs. I sent it in for repairs only to get it sent back to me. I've been on the phone with [redacted] from [redacted] for rough 42 minutes. I spoke with [redacted] who seems happy to help me at the poway [redacted]. The product I purchased was a replacement plan going by what the sales associate stated to me. I personally wouldn't purchase a simple service plan because its just an extension of a warranty. I have children accidents happen... I've been called a liar by other representatives of the national electronics company. One guy even said I didn't purchase the product from [redacted].Desired Settlement: Replacement, repair or refund of iPod And the plan I purchased

Business

Response:

May 2, 2013

Review: An HP laptop computer was purchased from [redacted]. We purchased an extended warranty through [redacted] with their 3rd party vendor [redacted]. We had to send the computer back 2 times for the same issue. The last time they sent it back to us they told us they replaced the motherboard. We were only able to turn the computer on about 3 times before it crashed on us again. We took the computer into [redacted] and was told it was the motherboard again. [redacted] will not fix it now as the warranty with them has expired. They told us we only 30 days to send it back. Now they will not fix the issue that the claim the fixed in the first place. We understand that the warranty is out, but they should at least take care of what they did not fix on the first two times. They are not taking responsibility for the poor quality job they did before. We are wanting the problem fixed that they say they fixed and stand behind their work.Desired Settlement: We want to have the computer fixed properly at no extra charge.

Business

Response:

March 25, 2013

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Hi [redacted]

This is not N.E.W.'s complaint, [redacted] stopped selling our plans on October 17, 2011. This customer should be referred to the administrator listed in the Ts&Cs she received.

Please let me know if you have any questions.

Review: I bought their insurance for my tablet. I have reached out to get a mailing label 4 times and still no label. Was on hold 20+ mintes last time.

Purchased in Dec 2012. My order # is [redacted]Desired Settlement: I want them to fix the tablet per the insurance!

Business

Response:

June 11, 2014