N.E.W. Customer Services Companies

Review: Hello,I am [redacted]. I am seeking your assistance in resolving an issue which has been going on for approximately 7 weeks. I purchased a [redacted] for my Son for Christmas as well as a warranty with it. The [redacted] was broken and returned per [redacted] Replacement Plan per terms of the purchased warranty. I have spoken over the phone with [redacted] and the Warranty Company several times, however, they will not honor the replacement plan. The replacement plan transacts by them mailing a Gift Card worth the [redacted] Purchase Price where I can get a new [redacted] through [redacted]. It has been almost two months since I mailed the Broken [redacted] (Per their instruction) and have not receive anything in return. I just need your assistance resolving the issue and getting a replacement [redacted] per the warranty I purchased. Any assistance you can give in the matter will be invaluable. Thanks! The address I mailed it to is as follows:[redacted] Replacement Plan[redacted]Desired Settlement: Replace [redacted] per the terms of the warranty. They have already received the broken [redacted].

Business

Response:

April 30, 2013

Review: In November of 2013, I sent back a [redacted] tablet. On November 9th, 2013, I received a confirmation email stating my claim and product had been officially accepted. It also stated my refund had been mailed and I should receive it within 7-10 business days. Its February 25th, 2014 and I still do not have my refund. I contacted the company several times, at least ten that I remember. I have spoken to managers, supervisors, answering techs, etc. I have been told everything from "ma'am you're gift card should be there any day now" to "we have reissued your refund and you'll be receiving it within 3-5 days", I have been told that my refund had been shipped to [redacted], MS at least twice, even though EVERY time you call into their business they verify name, primary contact number, and MAILING address. I have been told my refund has been approved for over-night shipment with signature required upon delivery and I would receive the tracking number via email. February 19th, 2014 I was told my overnight refund would be delivered February 24th, 2014 and I have not received it. Today (2/25/14), I was told my refund that was approved on Friday for OVER NIGHT delivery that would be here March 10th, 2014. I was also told that I was annoying by a manager who obviously did not know her system WAS NOT muted. Than when I asked why I was being treated so poorly for simply and politely expressing my discontent for their service. I was given a very naïve and insulting apology! I also informed the manager who was doing the name calling that I would be contacting the Revdex.com to file an official complaint and I still received very unprofessional service.Desired Settlement: I want to receive my $160 refund check before March 10th, 2014. I feel as though I have waited long enough for a refund. I feel I am owed an apology for being lied to for 4 months and for having offensive slanders spoken to me through conversations over the phone with this company. I have been patient long enough!

Business

Response:

March

20, 2014

Review: It took Asurion 2 weeks to send me a box to return my laptop for repair. They have had the laptop for 4 weeks and cannot provide a return date.

On September 5, 2014, I contacted Asurion regarding a repair for my laptop. I was told that I would receive a box in 3 to 5 days in which to return the laptop. The box arrived two weeks after my initial contact with them. I returned the laptop to them. They have had the laptop for 4 weeks and their customer service department is unable to tell me when the laptop will be repaired and returned to me.Desired Settlement: If they cannot repair the laptop, then send me a replacement.

Business

Response:

November 6, 2014

Review: I had a 46 inch sony tv that I was informed twice by two of their representatives that the part was being ordered to make repairs to my tv and now they are going back on their word and saying tjat it is not covered due to physical damage the last repair man that was out there said he didnt see any signs of physical damage he was who they sent out there, im constantly having to call them for info, they never call me to update me, I have to call them, so finalky one re told me to that there is no need to worry because this issue has been resolved and the part has already been ordered that it will take five days to get in, so still no part or atleast a call so I call them once again and this time I get the representatives name. [redacted] she yet informed me once again that the part was on its way, so no call or nothing still and I call them back now they say sorry for who told you that but we cant fix it, in my book thats called lying, so I told them I was going to report to Revdex.comDesired Settlement: they told me twice that this is going to be repaired and I have been waiting for a long time, I have a temporary tv borrowed now that has to be returned soon, they told me they would repair my tv and thats what I expect

Business

Response:

October 11, 2013

Review: We purchased their insurance coverage for a new Ipod mini that we purchased from [redacted].

Their written policy states that the repair would be completed between 7 to 14 calendar days from the time of shipment to the time of return.

I had damage to the screen of the Ipod which was covered and contacted them. We sent the product out as per the mailer we received from them on the 19th of July. They received the item on the 25th of July and we were told that a part was needed and the part was ordered on the 26th of July. We have called a couple of times with concerns of the delay. Today, on the 7th of August, we received a phone message that the part was ordered (again) and would be received in 5 days. I called the service center concerning this and ended up calling the warranty center and escalating the complaint to a supervisor. He told me that there was nothing that they were going to do about the delay and that we would have to wait the additional 5 days for the part and an undetermined amount of days for the repair, but they would expedite shipping. I asked what if the part wasn't received by then, he implied that we would continue to wait despite what their policy states.Desired Settlement: I would like an immediate replacement which is an option that was explained to me when purchasing the warranty from the store. I have been quite patient, and the fact that they either did not order the part or ordered the wrong one is not my fault and I should not have to be penalized for their error. They admitted that there was a problem with the part order.

Business

Response:

August 27, 2013

Review: ASURION PROMISED 4X' TO SEND A REFUND BY MAIL WITH US POSTAL SERVICE, WHEN WE CALLED WE WERE TOLD A CHECK AND GIFT CARD WAS USED IN DOMINICA REPUBLIC

[redacted] PURCHASE [redacted] BOYS BIKE $119.00 AUG 2013. BIKE WHEEL CAME COMPLETELY OFF WHILE SON WAS RIDING, HE FELL AND GOT HURT !, NOW INSURANCE "ASURION" FOR [redacted] FAIL TO COMPLY , WE SENT THEM OUR RECEIPT AND THEY KEEP PROMISING TO SEND REFUND CHECK AND STORE GIFT CARDS ETC, WHICH END UP IN ANOTHER COUNTRY !Desired Settlement: MY SON FELL OFF THIS BIKE AND GOT HURT AND WE SHOULD LEGALLY BE COMPENSATED MORE THEN WHAT WE PAID FOR THE BIKE ! , INSTEAD OF GOING TO COURT I SIMPLY FILED A CLAIM FOR THE TOTAL FULL COST OF THE BIKE

$119.00 PLUS TAX $129.00 PLUS INSURANCE !

THEY SHOULD ISSUE A REFUND CHECK PROMPTLY ! AND STOP GIVING US SO MANY EXCUSES ! THEY PROMISED TO SEND REFUND OVER NIGHT EXPRESS MAIL WITH A TRACKING NUMBER.

THANK YOU

Business

Response:

August

1, 2014

Review: My name is [redacted] on January 1, 2014 I reached out to [redacted] buyer protection plan regarding a electronic breast pump that I got as a gift with a 2 year warranty. I spoke with a representative who informed me he wasn't able to help me unless I had original receipt he was not able to help me but he would give me a call back. I reached out to [redacted] to see if they were able to retrieve the original receipt I was told it would take 7 days. It had been 14 days and I didn't hear back I called [redacted] again and they stated they would expecdite the case. Another 14 days have passed still nothing I then called again spoke with vanessa ref number [redacted] who assured me I would get a call or email. A month passed again no response I called again was told they would expediate the case once again. I have been back and forth with [redacted] for months. I reached back out to [redacted] buyer protection plan and spoke with a representative by the name of brian who informed me it would be okay to use gift receipt except the warrenty expired on march 2014. I asked to speak to supervisor vanessa answered I explained everything to her and she said she would give me a call. I have yet to hear back from vanessa. I called again and spoke with Eliane another supervisor who said the warrenty expired and there was nothing she can do without hearing anything I had to say. I then asked to speak with her supervisor and was told they would call me in 2-3 hours. I have yet to hear back from anyone. I feel like they are ignoring me and not honoring there exceptional customer service experience that they advertise. I have been giving different excuses as to why they can't help me.Desired Settlement: I would like for the to honor warranty due to all the unnecessary back and forth they made me go through to then tell me the warranty has expired.

Business

Response:

October 1, 2014

Review: I purchased a portable DVD player from [redacted] and purchased the product care plan. Within the time period the product was covered, I filed a claim which was approved. I received an email stating that upon receipt of the item being scanned with ups, I would be refunded within 24-48 hours via e-gift card which would be sent to my email. The product was scanned via UPS on November 13th. To date I still do not have the refund. On Dec 30th, I spoke to a rep and he assured me I would have this within 24-48 hours via email...I still did not receive. So I called back again and now have been told there was an error and it would take 7 - 10 days and it would arrive via mail. I have waited long enough.Desired Settlement: I am requesting the proper refund be sent as promised....via email with the egift card immediately. I also have another product I purchased a protection plan on that is being returned tomorrow morning and I would expect that refund be properly done the same way....24-48 hours from time ups scans package. These are plans being paid for and it is unfair for anyone to have to go through hoops to have company honor AS ADVERTISED!.

Business

Response:

Review: Sent our computer to them 2x to be repaired or replaced. Neither has happened. Customer service is horrible, they won't transfer to a manager

We have this repair/ replacement plan through [redacted]. We sent our computer to be repaired in May 2014. It was returned to us with the same issue that it had originally. We returned it to Asurion on 06/20/2014. They kept it for a month with no communications. My husband called them to see what the status was. They returned the call to say that they could not fix the computer and would pay us fair market value of the computer but wanted to keep the computer. The policy is for 750.00 ( originally 1500.00 changed in Jan) The lady I was talking with said fair market value was 350.00 I told her that I had photos on the computer of grandchildren and needed to get them so I would need the computer back, I also asked her where we could get it replaced for 350.00 She said she wasnt able to find a replacement that is why they would offer us 350.00. I told her that we didn't want to lose the pictures on the computer and I would talk to my husband and call them back. I called again a few weeks later on a week end and talked to a rep named John. I told him that we had decided to take the money because we were using a borrowed computer and needed to purchase one. I explained the whole scenario/ issues with him. He told me that I the woman whom I had spoken with workesd in the repair dept and she was not authorized to let us keep our computer but, he worked in customer service and was authorized to. He said in special circumstances such as ours we could get our computer back and receive the cash payment. He said that he was sending an e mail to both dept.s and we would get our computer back in the mail and a check for 350.00 He said they had used 400.00 of the 750.00 in the repair of the computer the first repair and that is why there was only 350.00 left. He was very nice and relieved my frustrations. We did get the computer back, and no check arrived. He said we would definitely get the check within 7 to 10 days. When I called again the person that I spoke with said that John was wrong, we could not keep the computer, they were not giving us the money. He said you can buy those computers all day long for 350.00 and that was what he suggested we do. I told him we would try to get the pictures off the hard drive and just send them the computer. He said " NO" you have to tell me that you don't need any info off of the hard drive and then we will send you a box to return the computer in. So, I just said ok, I dont need anything from the hard drive and I need to send you this computer and get the money for it so we can replace it. I explained our situation to him. My husband had a stroke and we were going through a lot and needed to get our computer replaced. He said he was sending a box to return the computer in. It has been over a month... No box. There is no computer or any amount of money in this world worth being treated the way this company has treated us. I told this man on the phone to transfer me to his boss and he said the answer would be the same. That is when he agreed to send a box. This was a horrible experience for us. I am 55 years old and have never experienced a company with such contradictory answers from rep to rep. These people have a lack of respect and consideration for their customers. I am a customer because [redacted] purchased a policy on my behalf. There is no way I would pay money that I work for to a company like this one. Their lack of respect and treatment of their customers will eventually show on their bottom line!!Desired Settlement: Payment of the policy coverage 750.00 its not our fault that they didn't fix the problem and mailed the computer back to us and then said it was not repairable. we have no issues with giving the computer to them

Business

Response:

October 21, 2014

Review: getting the run a round trying to get replacement TV shipping info.

Purchased a TV at [redacted], went bad during purchased warranty from Asurion, they sent a replacement TV that had a broken screen, sent it back they sent another one, screen on this one was smashed in the lower left hand corner, sent it back, now in getting the run-a-round every time I call their number ###-###-####, last week I was told it was shipped Tues. could not bring up the tracking number they gave me, had to call [redacted] myself they said it was never shipped. I called them again today, the lady I talked to said she would find out the status and call me back, they never call back, I am a disabled veteran from the Vietnam war, and would like to have a working TV, My claim number with them is #[redacted]. Any help you can give me would be great, Thank YouDesired Settlement: I would like a new UNDAMAGED 55 inch [redacted] TV as promised

Business

Response:

October 16, 2014

Review: I submitted a claim initially in November of 2012 for the bezel splitting from the screen of the laptop & a white spot on the screen, as well as one of the USB ports losing the connection (any device plugged into port would briefly disconnect/reconnect periodically), another USB port did not function at all, I did indicate this may have been a driver issue. Due to logistical issues on my end, I was unable to send the laptop for repair until 12/26/12. I received a notification that the part required was on backorder, and received the laptop on 1/21/13, with the bezel issue worse than before, and the USB port & white spot issues unresolved. The repair form I received stated that the hinge was replaced, but made no mention of the USB port or white spot issue.

I called after the receipt of the laptop a second time requesting the laptop be repaired a second time, and was informed that I should be receiving a box again. After receiving no email conformation, seeing nothing posted on my account on the website after several days, I called again on 2/12/13, and was informed that the company had no record of my prior call. Unfortunately I lost my “recent calls” and other files on my phone recently when I was forced to restore it due to software issues on the phone, and I have no way to prove this.

I submitted a second claim on 2/12/13 to resolve the issue above, mailing it as before, once again clearly stating all issues on the sheet provided for me to fill out. Once again I received an email stating that the part was on backorder, and received the laptop on 3/14/13. The repair form stated that the screen & bezel was replaced. The white spot on the monitor was fixed. The screen and bezel is still splitting from the laptop, on both sides as opposed to the one before. The left side (the one initially an issue) was not as bad as before, however the right side is now also splitting, and looks the same as the left originally did when I submitted the claim in Nov/12. Once again, the repair form stated nothing about the USB port issue.

I submitted a third claim on 3/23/13, and was informed that due to the no lemon policy, I should expect a replacement laptop or a gift card for the price paid for the laptop (minus tax) and would be contacted within 3-5 business days by a customer service rep. I was called on 3/26/13 by an unlisted phone number, and because I do not pick up calls from unlisted numbers, the call went to voicemail. On the voicemail I was informed that contrary to what is stated in the terms and conditions agreed upon at the purchase of the plan (the "No Lemon Policy" portion of the warranty is provided below), The computer is not eligible for replacement unless the issue is unresolved after the third issue. I called shortly after to inquire about this voicemail, and was informed that because the laptop had physical damage it was ineligible for repair, regardless of any user inflicted damage. Ignoring the USB issue N.E.W has completely ignored, the bezel issue is clearly an issue where, over time, the act of opening/closing of the screen has stressed the screen in a way as to cause it to split apart. In laymans terms, use of the laptop in the manner it was designed, has caused the screen assembly to fail.

As stated above, the USB issues were not resolved, and do not appear to be looked at once, despite me including them on the list of problems both times.

Under the terms and conditions of the service provided on the Productassist website, on [redacted] The website states on the "No Lemon Policy",

["The No Lemon Policy refers to Service Plans. Replacement Plans by definition do not have service associated with them. If your product experiences a breakdown during the term of the Replacement Plan, subject to limitations and exclusions, the product is replaced not serviced.

After two (2) service repairs have been completed on an individual product and that product requires a third (3rd) repair, as determined by us, we will replace it, at our discretion, with a new or remanufactured product of like kind and quality that performs to the factory specifications of the original product or provide you with an Office Depot gift card or check, with a value equivalent to the original purchase price of the product as indicated on your sales receipt, excluding sales tax. This Plan shall be satisfied upon issuance of your Office Depot gift card or check. The Limit of Liability described below does not apply to repairs or replacement under the No Lemon Policy. (NOTE: The No Lemon Policy is not applicable to breakdowns caused by unintentional and accidental damage from handling.) See your full terms and conditions for details."]

There is no way these defects could have made it past a quality check, nor is it acceptable to completely ignore one of the issues outlined both times the laptop was sent in.Desired Settlement: All I am requesting is the refund in the form of a store credit, as outlined in the terms of the agreement. I request this instead of an outright replacement because I bought this laptop to fit certain needs, and the odds of this company, especially after the experience I have had, will meet these needs is extremely low. This request is fair, seeing as it is outlined in this companies Terms&Conditions as one option, and I have been without the use of a laptop I bought for what amounts to almost 2 of the last 3 months.

Business

Response:

April 9, 2013

Review: Replacement claim filed for defective product within 15 month time frame as stipulated by the agreement on 2/16/2014. Claim number [redacted] and status at that time said I would receive a shipping label to return the product claim was opened and processed and a shipping return label would be received. Nothing was received so I called on 4/5/2014 and spoke with John? A male representative who indicated because the item was a stroller it should be recycled rather than returned and once the replacement product was purchased the receipts could be emailed to [email protected] and I would be sent a check for the entire amount. I specifically asked did the receipts need to be submitted within a certain timeframe and he said no, since the claim was filed within the 15 month time frame, just send once the replacement could be obtained. I tried for months now to replace the defective product but the business does not have the same product I purchased in stock as listed on the website. When I called on 11/15/2014 to find out if there was any alternative or if they could send me a replacement I was told the claim was closed, I was outside the courtesy window and nothing could be done. I asked why I was informed I had no time constraints since the claim was filed timely and was told they were sorry but that was not the case. I also asked why I had not been notified prior to claim closure of a time frame and no answer was given. I registered my product immediately after purchase, filed my replacement claim timely and did my due diligence to determine the status of the claim and how to proceed. Unavailability of the replacement product is not a consumer fault nor is it addressed in the terms of the agreement. I acted in good faith, met the terms of the agreement I paid $34.99 for and expect my replacement plan to be honored. I also expect their representatives to give correct information and for the statements that were made to be regarding my claim to be honored. There is no reason why I should now have to purchase another product when I paid to have the defective one to be replaced and filed my claim timely. I should not be penalized for their inadequate processes.Desired Settlement: Honor the claim that was filed timely and the statements of no time constraints made by the representative on 4/5/2014. Manager confirmed the activity on the claim on 4/5/2014 but did not confirm the specific activity that was documented.

Per documentation on the website on 11/15/2014:

Your claim is opened and is now being processed. Completed February 16, 2014

Your claim has been cancelled. Completed (no date of cancellation specified)

Business

Response:

December 9, 2014

Review: We purchased a laptop computer from [redacted] with a service agreement on 8/20/12 for $841.87. In June of 2013 the hinge on one side just popped right out of the cover. The computer was not dropped or mishandled. Three people witnessed that upon closing the computer the hinged popped through the plastic. N.E.W. would not repair it. Out of plain goodness, [redacted]'s paid [redacted] to repair it in November, 2013. In March 2014 the repaired hinge popped back out just as before. Laptop will not open. N. E. W. was called and THIS time they say they will repair. It was sent in and returned with two huge, super strong, hideous hinges attached and not inside the top as it was suppose to be. The red top was replaced with a black one. The computer would not open with one hand....it was so strong...when you tried it twisted the top. Within one month, the computer would not work. N. E. W. said it was a LCD cracked display and was not covered. There was no visible break. If it was broke, it was from the twist of the display screen which twsted every time it was opened. You would finally have to use two hands instead of the usual one. It is very clear that the product was defective and the repair that was made only made things worse. In May 2014 I called and they said return it. This is the third (3rd) break. It is suppose to be replaced. They sent it back unrepaired or anything.Desired Settlement: The repair that YOU made was terrible and totally unacceptable. I desire a refund to purchase a different kind of computer, since this model is apparently flawed.

Business

Response:

[redacted]

Review: Hello,

I'm filing this complaint because I have not been awarded a refund as promised under the terms on my product warranty. I submitted the broken product (a [redacted] gaming console) to Product Care for repair or refund. I followed all steps. System was received, then no word was given as to the status of said repair (they're policy is a 1 to 4 day turn around, a week at the outside BUT THEY SPECIFY in the email I received (and still have copies of should it need to be provided) that they would contact me were that the case. I finally contacted them and was informed the system could not be repaired and a refund would be issued, perfectly reasonable. I then waited the requisite time, and after receiving no reply (again) called and was informed they were waiting for the "warranty logistics" department to tell them why my console could not be repaired. This continued for about another 2 to 4 days until I received an email precisely one week ago as of this date I am filing that a refund was approved, it would be sent as an "ecard" that would be received in 24 to 48 hours. They did NOT specify that this had any sort of "business days" attachment (a fact that I HAVE spoken with a supervisor about as a general point of bettering their customer service), so on Monday I made a follow up call when no card was found and was informed of the business days caveat and informed to wait 24 hours I should have it Tuesday. Tuesday came, no card. A follow up call was placed Wednesday, in which I asked for a supervisor (I should have tuesday, rather then letting the operator convince me a supervisor could do nothing). She was extremely polite and pleseant, apologized profusely and said she would personally reprocess the request and I would receive a call thursday and the card would be here by today (as that would be 24 to 48 again). I received no call yesterday, and no card today. I feel I have no recourse but to ask you to step in on my behalf in this matter, I feel I've gone as far as I can go as a private individual. I've verified they have the proper email, I verified it's not going into my spam folder, it's simply not being sent apparentlyDesired Settlement: At this point I really don't trust this "ecard" idea. It doesn't seem like anybody is actually sending the requests. I would now like a proper check sent to me through the mail, to the address I've provided with this complaint. I simply want my money back so I can end this issue and be warned never to deal with this company again. Thank you very much for any help you can provide.

Business

Response:

December 23, 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 have not received the refund you were promised under the Walmart Product Care Plan for your [redacted] gaming console that fails to work properly. Multiple attempts have been made by you to have the refund sent to your email address but the refund has never arrived.

The desired resolution listed in your complaint is to receive a check instead of an electronic gift card at the address listed in this complaint.

A review of your service history for the replacement plan you purchased has been completed. The research revealed a check, #[redacted] in the amount of $319.93 being issued and mailed to you on December 5, 2013.

I called the contact number listed in your complaint on December 19, 2013 and left a message in apology for any inconvenience you may have been caused. In my message, I asked you to return a call to me to verify receiving your check and I asked you to contact me directly with any additional concerns or unanswered questions.

We spoke on December 20, 2013 and you verified receiving your check. When asked you had no additional questions or concerns.

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

Review: I purchased a extended warranty at [redacted] and Asurion has not lived up to their end of the deal.

About 4 months ago I bought a [redacted] s3 [redacted] phone and purchased the extended warranty in case something happened. The extended warranty claimed to cover drops and spills. Well about 2 months after buying the phone I dropped it and when I reached to pick it up, I accidentally spilled water on the phone. The phone hasn't worked since. I called Asurion to file a claim and they said they don't cover drops and spills (although it clearly says they do on [redacted] website) and they told me to contact [redacted] and [redacted]. I called both of them and they both said they don't cover that. I have been given the run around for 2 months trying to get my phone fixed. I decided to look up asurion online and I found thousands of reviews from people that said Asurion was doing the same thing to them. It sounds to me like Asurion is a scam company and should be investigated. I spend 450 dollars on a phone and warranty. I only buy a new phone every 3 to 5 years. I don't have another 450 dollars to buy a new phone because I am on a fixed income. That's why I purchased the extended warranty in case something like this happened. Asurion doesn't have bad customer service. They have no customer service at all.Desired Settlement: I would have been satisfied with having my phone fix or getting a refurbished model but I think since I have been given the run around for 2 months I deserve a brand new phone or a gift care in the amount I paid for the phone.

Business

Response:

October

30, 2014

Review: I purchased a televsion from [redacted] along with a 1 year replacement plan.My television stopped working,I contacted the manufacturer and was told my 1 yr warranty had ended.I said I have an additional warranty.They said to contact [redacted], [redacted] said to contact Product Care Plan. I have a receip that says I have a 1 yr.replacement warranty.

When I contacted Product Care Plan, I was told my warranty begin when the labor warranty on the tv stopped. I was told that in the brochure I was given it states this.I have checked the brochure I have and it does not say this it say: under ter** of coverage:The ter** of the plan begins on your date of purchase and continues for the period indicated on your sales receipt. My receipt has 1 yr. on it. The manufacture covers 1 yr. and then the replacement plan was to be for another additional year. The receipt date is Oct. 31, 2011, so I should be covered until the end of next month. I shared with the supervisor that I spoke too,that I was told in the store I was getting an additional year on top of the 1 year warranty from the manufacture's warranty. I said if this is not the case, then it had been misrepresented, he told me I could take if up with [redacted] and they would not honor the plan as it was presented to me.Desired Settlement: I would like either for my televion to be replaced or money refunded as the plan stated. Total for televison was $98.00 before tax

Business

Response:

October 10, 2013

Review: I was sold a 2 year replacement plan on my daughter's bicycle. I attempted to file a claim and was told this issue was not covered.

On 9-30-14 the front tire on my daughter's bicycle, a [redacted] 20 inch girls bike, ([redacted]) which was purchased for 97.97 on 4-**-14 from store number [redacted], register number **, went flat. I attempted to air up the tire, but the tire would not hold air. I purchased a 2 year replacement plan for 9.00 on this same date and at the same location. On 9-30-14, I registered my product at www.asurion.com/[redacted], as instructed by my product care plan. I filed a claim online and was instructed to call ###-###-####. I called this number. A customer service representative informed me that bicycle tires are not covered by this Product Care Plan. I again reviewed the terms and conditions of my Product Care Plan. According to the What is Covered section of my Product Care Plan, "This Plan covers parts and labor costs to repair or replace your product in the event a 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 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." I also reviewed the WHAT IS NOT COVERED section of the plan. At no point are tires listed as a not covered item, as was stated by the customer service representative I spoke with on 9-30-14.Desired Settlement: I am seeking a refund in the form of either a gift card or check.

Business

Response:

October 22, 2014

Review: I purchased an appliance warrantee on the purchase of my new washer and dryer in November 2011. In April 2013 I called for a repair due to the washer not spinning out. The warranty company came out 3 times to fix the machine, over a 3 week period. Wrong parts, missing parts, .. end result the machine was more broken then when they started and is now in parts. The warranty company agreed to replace the washer, which I do appreciate. I was told on Wed May 1st I had to wait three business days for the process of the replacement. Today I was told that 1) They are only giving me six hundred dollars plus tax, when the cost of the same exact machine from home depot is $799. 2) They are sending me a gift card regular mail for that amount. So now, in order to replace the washer that matches the dryer, I have to wait another week to receive the gift card (going on over a month without a washing machine), pay $200 more than then the reimbursement. In addition, I am forced to buy it from [redacted] vs. shop around for a better price, because of the form of reimbursement. I called and asked them if they could stop the gift card and issue a check so I can pay for the washer today via my credit card, they said no. I asked if they could give me the gift card number so I can order the washer today online, they said no. I spoke to many people today. The last person was a supervisor [redacted] id #[redacted].Desired Settlement: I would like them to issue me a credit on my home depot cc or send me a check for the additional $199 plus tax. I would also like them to pay for the wash and fold service I will need to use AGAIN, due to the fact that they issued a gift card, regular mail, and refuse to give me the card number to make the purchase of the washing machine today. I will provide the receipt for the wash service.

Business

Response:

May 24, 2013

I have an extended service plan for my vizio tv and have been on the phone for hours with this service dept. they have put me into the queue to speak to a technical support person twice and I have been on hold for over 15 minutes each time then disconnected. when I call back I have to speak to a computer for a long time before I get a person on the phone. if I go online it tells me to call customer service
I have noticed almost 700 Revdex.com complaints against this company. I am on hold again for the technician and I wonder if I will be disconnected again. this is a circle of frustration and a waste of my entire afternoon trying to get a solution. the customer service rep cannot get a technician on the line to help me
I am a disabled senior citizen. they don't care and their business is a joke
they are taking money for extended warranties and it is about impossible to enforce the warranty when needed.

Review: On 1/9/2011 I purchased an [redacted] Purple Notebook online. When it arrived I realize I was not able to use it because the keyboard was too small for me to type on it and I exchanged it the week of the 17th of January, 2011; I never used the computer as it did not fit my needs. [redacted] gave me a refund for the purchase, but told me I had to request a refund from the warranty company. I contacted the NEW and requested a refund and was told I needed to provide them a copy of sales receipt. I have sent them at least 6 copies of this receipt over the past few years and made numerous phone calls, but have never heard from them. I paid $59.88 plus tax, which would make it $64.67 which I am entitle to as a refund.Desired Settlement: Refund of full amount paid in the amount of $64.67 plus interest from January 9, 2011. I am just tired of trying to deal with them and being ignored!

Business

Response:

July 21, 2014