N.E.W. Customer Services Companies

Review: The company states they have issued an eGift card as my refund to my email on three separate occasions however I still have not received my refund and they now have the product that was returned. I've called numerous times only to be given the run around.Desired Settlement: Refund immediately cost of product plus taxes plus the amount paid for this insurance.

Business

Response:

April 4, 2013

Review: Product breakdown covered in Assurance product care plan from date of purchase, Assurance not ready to honor terms and conditions of agreement

I recently purchased a [redacted] Rechargeable Floor and Carpet Sweeper from [redacted] Store.

Also purchase product care plan provided by [redacted] through Asurion services.

Purchase Date : 08-23-2014.Product Purchase Price: USD 49.88 excluding tax, Asurion Plan Cost: USD 4.00 Purchased Mode: [redacted] Store.

Product : [redacted] Rechargeable Floor and Carpet Sweeper with XL Motorized Brush

Model No.: [redacted]

The product had a breakdown on 28-Nov-2014, which can be categorised as mechanical breakdown.

Called Asurion on 03-Dec-2014, they asked me to contact manufacturer. Called manufacturer , and Manufacturer is saying part will be delivered after 18-February-2015.

In this all episode I am suffering as a customer.The Asurion product care plan while claims fast service as one of their qualities with reimbursement within 24 hours but in this case simply running away by claiming they are not obligated to cover this claim.They are not able to pinpoint exact reason for denial of this claim.

If I am not able to get coverage/ replacement / reimbursement for a product which is of utmost importance in daily use for more than 2.5 months what is the benefit of my insuring my product.Insurance is bought for peace of mind that if product fails insurance company will cover my losses and reduce mental anxiety.

The product cost is less than $50 which compounds more of my agony as I could simply bought a new product then investing so much time and energy in raising the claim with Asurion.Desired Settlement: Reimbursement of product cost , refund of insurance plan cost and adequate compensation for denial of service

Business

Response:

January 13, 2015

Guilderland, NY 12084

Case # [redacted]

Mr. [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.

You recently purchased a [redacted] rechargeable floor and carpet sweeper

from [redacted] with a replacement plan administered by N.E.W. The sweeper

sustained what you describe is a mechanical breakdown. You contacted N.E.W. and

were advised you would need to speak with the manufacturer in order to repair

the sweeper. You did contact the manufacturer who informed you the part

necessary to repair the sweeper would be delivered after February 18, 2015. You

believe N.E.W. is avoiding responsibility of fulfilling the claim and that we

have advised you we are not obligated to honor the claim without providing an

explanation.

The desired resolution listed in

your complaint is to receive a reimbursement of the purchase price paid for the

floor sweeper, refund of the purchase price paid for the replacement Plan, and

compensation for denial of service.

A review of your service history

for the replacement plan you purchased has been completed. The research

revealed you purchased a floor sweeper from [redacted] on August 23, 2014. You

contacted N.E.W. on December 3, 2014

to submit a claim for your floor sweeper. The representative you spoke with

advised you to contact the manufacturer for assistance. N.E.W. has had no further contact with you regarding a problem with

your floor sweeper. You were instructed to contact the manufacturer because the

floor sweeper has a manufacturer’s warranty that is active until August 22,

2015. The replacement Plan administered by N.E.W.

does not provide cover[redacted] for mechanical breakdowns that occur during the

manufacturer’s warranty. Under the section of the Terms and Conditions of the

replacement Plan you purchased labeled Manufacturer’s

Responsibilities you will read the following:

Parts and services covered during the manufacturer’s warranty period

are the responsibility of the manufacturer.

You indicated you did contact the

manufacturer, and your statement that the part necessary to repair the floor sweeper

is forth coming indicates they are fulfilling their warranty. We regret the N.E.W customer service representative

you spoke with did not provide a clear explanation of why you were instructed

to contact the manufacturer. We will utilize this situation as a coaching

opportunity in an effort to avoid repeating the same experience with another

customer. We appreciate you as a customer but respectfully deny your request to

receive a reimbursement of the purchase price paid for the product, or to

receive compensation for denial of service. If you still desire a refund of the purchase

price paid for the Plan please contact me directly at ###-###-#### or by e-mail

at [redacted]. I will provide you with the instructions

necessary to terminate the Plan and receive a refund. If you choose not to terminate the Plan,

please be aware that it will provide cover[redacted] after the manufacturer’s warranty

expires and will be active until August 22, 2016.

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]

Phone ###-###-#### | Fax

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

[redacted] |

Nashville, TN 37211

Business

Response:

January

30, 2015

Guilderland, New York 12084

Case # [redacted]

Mr. [redacted],

N.E.W. received your second rebuttal January 29, 2015 with

information that you rejected our response to your first rebuttal. You reiterated

that you made two calls to N.E.W. which

I confirmed we have no record of. No one has disputed that you made those

calls. We simply have no record of them as we do not record each incoming call

to our customer service center. I agree that if a representative spoke with you

they should have notated your account, but that did not happen. This is a

matter that we need to address internally.

You restate that during one of

these conversations that a N.E.W.

representative advised you if the manufacturer was denying or delaying your

claim that N.E.W. “will take care of

it”. In your original complaint you provided information that the floor sweeper

sustained a “mechanical breakdown” with no further information about what

occurred to the product. You referred to the enhanced coverage provision of the

terms and conditions which does provide coverage for accidental damage from

handling for portable electronic products. As such I will submit a request to

reimburse the purchase price in the amount of $49.88 plus sales tax due to

accidental dam[redacted]. You will receive a reimbursement in the form of a [redacted]

e-gift card sent to the e-mail address you provided to the RevDex.com. This will fulfill the terms of the Replacement Plan administered by N.E.W. The cost of the Plan will not be reimbursed as

it is the existence of the Plan that will allow for the reimbursement of the

purchase price paid for the product.

I sincerely regret your

experience with N.E.W. was not to

your satisfaction. I hope the information provided in this letter is sufficient

for you to close the complaint filed against N.E.W.

Regards,

Ken P[redacted]

Compliance Coordinator | [redacted]

Phone ###-###-#### | Fax

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

[redacted] |

Nashville, TN 37211

Consumer

Response:

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

Review: Under Product Replacement plan company states that they do not cover lost items.

A buyer protection plan was purchased for a remote control toy. To was operated at a safe location and began erratic and unstable flying. Eventually the toy flew itself into a retention pond behind our house.

The company claims that the loss is not covered, but is unable to demonstrate in their protection plan where this is stated. It is stated that a third party action, such as fire, collision, and theft are not covered. Neither condition applies to the damage of the toy that was induced by the malfunctioning toy.

The bottom line: The terms of service provided at the date of purchase does not clearly state that this coverage does not exist under the protection plan.Desired Settlement: I am seeking the replacement of the covered device and refund of protection plan.

Business

Response:

January 26, 2015

Review: Requested service from warranty purchased on laptop on 5/25. No shipping label provided - called 3 times.

I purchased a laptop on 4/28/12 with a 3 year laptop warranty. Keyboard no longer working. Claim issued on 5/25 - 3-5 days to receive box. Received box with no return shipping label. Called on 6/5 and they advised they would send another one out via USPS as their email system was down - waiting another 5-7 business days. Called 6/12 as no shipping label arrived. They advised the email system was fixed and wait 48 hours before I receive. Kept checking email and S[redacted] - no label. Called again on 6/18 and was advised that this should go to service for a replacement laptop instead which can take another 1-4 business days before a return call is given. It's been almost 30 days I've been without a laptop all because this company cannot issue me a return shipping label? This is not what I purchased by any means.Desired Settlement: I want my laptop fixed post haste and / or given full credit for a purchase of a new one ASAP. I purchased a laptop with a laptop service agreement so that I could be back in business in a reasonable amount of time. This certainly is not it.

Business

Response:

June 30,

2014

Review: I purchased a [redacted] Stroller on 8 Jul 10 from the [redacted] Store in [redacted], WA. In addition to the purchase of the stroller, I purchased the buyer protection plan offered through the NEW corporation. In June 2011, I was traveling to Colorado to look for a residence at my new duty station when the stroller malfunctioned. The front and left tires exploded and the frame of each tire was split apart. I had to purchase another stroller just to travel back home. I filed a claim with the NEW corporation and was instructed to purchase another stroller and to mail in a copy of the receipt for the new stroller. Once that was completed, I would be provided with the instructions to mail the defective stroller back to the NEW corporation. I purchased the new stroller and faxed a copy of the receipt. A few weeks later, I received a letter in the mail stating my complaint did not qualify as an eligible issue and therefore I would not be issued a refund. I attempted to dispute the response via the manager at my local [redacted] in Colorado Springs; however, he was unsuccessful as well. I recently received a notification from [redacted] stating my stroller was being recalled for the exact same issue I reported in my original claim. I recontacted the NEW corporation today and asked if my claim could be reevaluated, because clearly the stroller was defective and I was told that since my warranty has expired they will not reinitiate the claim. Though the original claim was completed well within the 15 month window of the extended warranty.Desired Settlement: I am extremely frustrated with the way I have been treated during this process. I was told my issue qualified for a refund and I would like to receive that refund. I purchased a new stroller at the guidance of a NEW corporation representative and I am technically out of money for three strollers.

Business

Response:

May 29, 2014 [redacted]

Case # [redacted]

[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.

According

to your complaint filed with the Revdex.com you state the

following;

You purchased a [redacted]

Stroller with an extended warranty on July 8, 2010 from a [redacted] store in

[redacted], Washington. In June of 2011 the

stroller malfunctioned while you were in Colorado. You contacted N.E.W. and

were advised to purchase another stroller and then forward a copy of the

receipt. Once completed you would be provided with instructions to send the

defective stroller back. You purchased a new stroller and faxed a copy of the

receipt. Several weeks later you received a letter advising your issue did not

qualify as an eligible issue and as such you would not receive a refund. You

attempted to dispute the response with the assistance of a [redacted] manager

from your area. He was also unsuccessful. You recently received a notice from

[redacted] stating your stroller was being recalled for the same issue you

initially submitted the claim for. You contacted N.E.W. again May 13, 2014 to

inquire if the claim could be reevaluated due to the stroller being defective.

You were advised that your extended plan had expired and the claim would not be

reopened.

The

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

price you paid for the stroller.

A

review of your service history for the replacement plan you purchased has been

completed. Our research revealed that there was contact with N.E.W. during June 2012 regarding

problems associated with a stroller, however there were no notes to indicate what

transpired during that contact. As you correctly described the procedure N.E.W. follows for claims on strollers purchased

at [redacted] it is reasonable to assume you did receive instructions to

purchase another stroller and then submit the request for a reimbursement. We

feel it is appropriate to provide you a reimbursement of the purchase price

paid for the stroller plus sales tax. I spoke with you on Thursday May 22,

2014. I apologized for a less than satisfactory experience and asked if a

reimbursement would provide a satisfactory resolution to you. You indicated it

would. We will issue a check request to the accounts payable department and

overnight it to you once available. I confirmed the address listed above as

correct.

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,

Compliance Coordinator

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

Asurion I 648 Grassmere Park, Nashville,

TN 37211

v

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: Shipped TV in for repair. TV was sent back broken and repairs denied.

This is regarding my claim for a 32" [redacted] TV that I owned for approximately 16 months which I purchased from [redacted] December 2012. March 2014 the TV started having problems with the TV having power, but the screen was not turning on. I called in for a claim and I was directed to tech support where they tried to help me reset the TV. This did not work, so I was sent a box immediately to have it shipped to Asurion repair center ([redacted] protection plan I purchased with the TV). I packaged the TV per the instructions. It shipped on April 10, through [redacted]. I received an email stating that my product had arrived on April 11 and that they were assessing the issue. I never heard another word about what was happening, but I did save the email and followed the progress. This was the last step that I saw, " We received your product and our repair specialists are assessing the failure. Most repairs are completed and ready to ship within 5 business days, but for repairs that require additional parts, the process may take longer. If that occurs, we'll be sure to notify you right away." It had been over a week and I heard nothing. I emailed the center April 21 and received a call the next day. When I talked to the center I was told that the LCD screen was damaged and had scratches and this voided the warranty. My TV did not have one scratch on itor any cracks in the screen when I shipped it. The TV has always been from day one kept in an enclosed cabinet. This TV is in my bedroom and is hardly ever used. This damage had to have happened either in shipping which would have shown damage to the box, or the damage was done in the center. I was told by Asurion that there was no damage to the box. If there was obvious damage upon opening the box I'm sure that I would have been notified before the TV was ever evaluated. I received a call from Asurion on April 23, 2014 stating that the TV will definitely not be covered under the protection plan. When I called [redacted] support the person I spoke withread Asurions report and thought that it was odd that they had the TV for 10 days and did not notify me of any damaged, but said that the repair was taking longer than expected. Asurion also stated in the report that they turned the TV on April 18th. Why would they bother doing that if the screen was broken and this voided the warranty? The person with [redacted] spoke with his supervisor who then got on the phone with me and again told me the damage was mine or [redacted]' fault and it would not be covered. There is no way that the frame of the screen could have had scratches when the TV was wrapped in plastic when I shipped it.

Problem date: March 2014

Purchase Date: December 7, 2012

Model#[redacted]-HD

Serial#[redacted] Order#[redacted]

[redacted] PO#[redacted]

Payment amount: TV-$198.00 Protective plan amount$19.99 Total amount $241.34.Desired Settlement: I am seeking the whole amount of purchase: $241.34.

Business

Response:

May 15, 2014

Case # [redacted]

**. [redacted],

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.

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

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

According to your complaint filed with the Revdex.com, you state the following;

You submitted a claim for a television originally purchased at [redacted] in December of 2012. In March of 2014 the television began having problems. You contacted N.E.W. The customer service representative you spoke with attempted to troubleshoot the problem without success. A box with a prepaid shipping label was forwarded to you so that you could send the television to a service center for repair. You packaged the television as instructed and shipped it via [redacted] on April 10, 2014. The following day you received an e-mail that your television had been received and was undergoing a diagnosis. After more than a week passed without receiving additional information on the status of your repair you contacted N.E.W. via e-mail. A follow up call from N.E.W. provided you with information that your television had sustained damage to the LCD screen which voided the extended service plan. You dispute that the television was damaged as reported to you stating it was kept in an enclosed cabinet when not in use. You also mention that the television was wrapped in plastic when you sent it to the repair center. It was reported to you that the box you shipped the television in had sustained no damage upon arrival.

The desired resolution listed in your complaint is to receive a reimbursement for the full amount you paid for the television and the extended service plan for a total of $241.34.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. April 7, 2014 to report an issue with your television. After the troubleshooting attempt proved to be unsuccessful a service repair ticket was opened and prepaid shipping materials were sent to you. After your television was received at the service center it was determined that the LCD screen had scratches which you were informed voided the extended service plan. Your issue was escalated to a corporate resolution specialist who was unable to confirm the cause of damage. As such a decision was made in the interest of good will and customer satisfaction to reimburse the full purchase price paid you paid for the television. A reimbursement of the extended service plan is not possible as it is the existence of the service plan that allows for a reimbursement of the television. The purchase price paid for the television was registered as $198.00 with sales tax of $15.84 for a total of $213.84. The check was issued May 1, 2014. The resolution specialist left a voicemail for you May 12, 2014 asking you to contact her directly to confirm the check had been received.

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,

Compliance Coordinator

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, I will never use this company again. I had to make multiple calls and send multiple emails to rectify the situation. I think I only got their attention when filing this complaint and emailing the CEO of [redacted]. The whole situation was very stressful and something I never want to experience again.

Review: Bought tablet 11/2013. Had repaired once. Broke again--still under two year warranty. Company REFUSES to even look at it to see what is wrong.

I purchased a [redacted] tablet with a 2 year warranty as a gift for my child in November 2013. It broke once and we called the number listed on the warranty phamplet we were given and it was fixed in January 2013. Go forward a few months and the tablet broke again. A couple of months later we got around to filing another claim as we did have a two year warranty. This time, I had my daughter go online and fill out the form stating that something was wrong with the tablet.

I then got a notice that a check was being sent to me for the cost of the tablet!! I did not ask for money--I paid for a two year warranty so that I would not have to pay for another tablet that would cost more. I contacted the company and inquired about this as no one has even looked at the tablet. I am no way qualified to make an evaluation as to what exactly is wrong with this tablet. This warranty company has not looked at all----they refuse to. I was told by someone who claimed to be a supervisor/manager that repairing my tablet is beyond the limit of the liability of the plan and that if I sent it in for someone to even look at it that they would not send my tablet back to me!! This manager did not give a last name nor did he even put his title in the email so who knows if held the position that I was told.

I then spoke with another person, Leigh Ann D[redacted] Who told me that the cost to repair my tablet is "85% or more than what you (I) paid for it, it is deem uneconomical..." How they can know as to exactly what is wrong with it is beyond me as they have not spent one second looking at it. For all I know, something is loose from when it was first repaired and this is why it will not charge again---I do not know as I am no way qualified to make this type of diagnosis as I have zero background in electronics. I then asked for a break down of the cost as to how they figured that it would cost to much to have it repaired and I was told that I am not allowed to have this information.

I went and looked at [redacted] where I purchased this tablet and they don't sell this model brand new anymore--basically it has been retired. So, I would have to pay more to replace it with a newer model that the store carries. The reason, I purchased the warranty was to avoid having to spend more money on a tablet for a couple of years.

This warranty company refuses to even look at my tablet to diagnosis as to what exactly is wrong with it. They are the trained technicians, not me. I wanted a break down of how they seem to think it would cost to much to repair it and they refuse to give this cost as they are unable to as they do not know for sure as to what is wrong with it. Their solution is just to send me a check for the cost that I paid for the tablet and then cancel the warranty I had purchased (without giving me a prorated refund on the warranty I had).

The least they should have done was look at my tablet before making a decision as to what is wrong with it. I have told them for all we know something can be loose inside of it and it is a quick five minute fix. At this point-I don't trust them to look at it, as they can say we looked at it and it cost to much when in fact they did not look at all.

I did not have this problem when I called the first time to have it repaired. Going to their website and filing a claim to have it repaired has been a nightmare.

What is the purpose of buying a warranty when newer models come out every year or sooner and a company says they refuse to fix something they will not look at and want you to go out and buy another one that cost more money. I feel like I have been duped into buying this warranty as I was told it would fix my tablet if something went wrong with it--well, something is wrong as it does not charge and they will not do anything about it.Desired Settlement: I do not want a check--I want a replacement tablet that is not refurbished, as I bought my tablet brand new with a warranty. I would like a tablet that is the same model or newer in which I should not have to pay the difference in cost. I feel like I was conned into buying this warranty with this company knowing that once a newer model comes out-they would not be repairing the tablet as it would cost to much according to them---I also want to see the breakdown in cost they say they have figured

Business

Response:

October 22, 2014

Case # [redacted]

[redacted],

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.

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

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

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

I purchased a [redacted] tablet with a 2 year warranty in November 2013. It broke once and we called the number listed on the warranty pamphlet and it was fixed in January 2013. A few months later the tablet broke again. A couple of months later we got around to filing another claim. I had my daughter file a claim online and fill out the form stating something was wrong with the tablet. I then got a notice that a check was being sent for the cost of the tablet. I paid for a two year warranty so I would not have to pay for another tablet that costs more. I contacted the company and inquired about this as no one has even looked at the tablet. I was advised by a supervisor that repairing the tablet is beyond the limit of liability of the Plan. I then spoke with Leigh Ann D[redacted] who told me that if the cost to repair the tablet is 85% or more than the purchase price it was deemed uneconomical to repair. How they can know what is wrong with it is beyond me as they have not looked at it. For all I know, something is loose from when it was first repaired and this is why it will not charge. I asked for a breakdown of the cost to repair the tablet and how that cost was determined. I was told I was not allowed to have this information. [redacted] no longer sells this model new, so I would have to pay more to replace it with a newer model the store carries. The reason I purchased the warranty was to avoid having to spend more on a tablet for a couple of years. N.E.W. refuses to examine the tablet to diagnose the problem. Their solution is to send a check for the purchase price paid for the tablet and cancel the warranty without providing a prorated refund.

The desired resolution listed in your complaint is to receive a new replacement tablet of the same model or newer.

A review of your service history for the replacement plan you purchased has been completed. The research revealed a claim was submitted for your tablet with a description that the screen was cracked. This information that either you or your daughter provided was utilized to determine the cost to repair the unit would be uneconomical. We have predetermined the costs necessary to repair/replace broken screens. When the claim was filed, the failure reason entered in the online portal was ‘my screen is cracked’. Accidental damage and power surge are the only reasons we would open a claim while the product is under the manufacturer warranty as yours was. In your e-mail communications with Leigh Ann D[redacted] you admit the screen was not damaged, only that it would not charge. If this is the case, your laptop would need to be repaired by the manufacturer as it is still under their warranty. Leigh Ann offered to cancel the reimbursement check and reinstate the extended warranty with N.E.W. so you could utilize the manufacturer’s warranty. This option remains available to you.

I refer you to the terms and conditions of the extended Plan you purchased. Under the section What is Covered you will read:

This Plan provides for the repair or replacement of your product in the event the product experiences a breakdown. If we determine that we cannot repair your product as specified in this Plan, we may replace the product with a replacement product of like kind and quality that performs to the factory specifications of the original product, or at our discretion, we will issue you a voucher, gift card or check for the original price of that product, including taxes, as indicated on your sales receipt. Once you have received your voucher, gift card or check for your product pursuant to this Plan, all of our obligations under this Plan shall have been fulfilled in their entirety.

N.E.W. regrets that your experience was less than satisfactory, however we are unable to grant your desired resolution as we fulfilled the terms of the Plan based upon the information provided when the claim was filed. 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

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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:

For starters the response from the company has some inaccurate information. The screen is broke and I am not asking that be fixed. Next, this is in regards to a tablet and not a laptop as they have put in their reply.

Review: After 2 months of waiting 9 calls and speaking to two different supervisor we have yet to receive our third gift card for a device they have receiv

We purchase 3 [redacted] devices from [redacted] with the [redacted] Asurion warranty after a few months the kids began to have problems with the devices so I contacted the warranty department which is asurion they sent me three different shipment labels to send them back as I did each in a separate box as instructed upon them receiving the devices we were to be receiving three gift cards in the amount of $161.00 to replace the devices for our kids sadly we only received 2 gift cards upon calling at least 9 plus times and being told different lies about one device being processed a week after the other two and being told each call that they were mailing a replacement for the past 2 months still nothing last call I once again requested a supervisor after waiting on the phone for 30 plus mn she the tells me they just sent out a check instead of a gift card on the 7th of July today is July 23rd and still nothing!!!!!!!!!!Desired Settlement: We are seeking the [redacted] gift card we are due in the amount of $161.00 to replace our youngest daughter device

Business

Response:

August 7, 2014

Review: I purchased a prepaid cellphone, the product care plan, and purchased 1 month of service for the cellphone. I had to file a claim on the phone just a few days after getting it because of the screen breaking, I have since then waited for 1 week to receive a prepaid shipping label that never came until I called customer service and asked where it was they said it would be there in 5 days, it never showed so I called back and they then after arguing with them finally just sent me the shipping label to my email. I shipped them the phone and was told that as soon as I brought the package to the [redacted] store and the store scanned it that I would then receive my reimbursement that was a lie. I called and asked why I hadn't received my reimbursement yet and they then told me it would be 24 to 72 hours well it has now been 120 hours and they are now telling me its going to be another 24 to 72 hours until I receive my reimbursement. I have since been fired from my job due to not having a phone for almost 2 weeks and have lost out on almost 2 weeks of service that I have already paid for on the phone. I have been treated like a child by the customer service reps over the phone due to some language I used while trying to explain something, the lady put me on hold for about 5 seconds then came back on the phone and asked if I was done yet, I was never cussing at the employee I was just simply talking how I normally talk because that's how I was raisedDesired Settlement: I would like my phone to be replaced and the service I paid for and am losing out on due to all this to be reimbursed

Business

Response:

July

24, 2014

Review: Was told 3 year free replacement on purchase if anything happens to it. Now they only cover damage to my [redacted].

I purchase two [redacted] on 11/27/14. One of them now will not charge. I was told on purchase of warranty it was a 3 year free replacement if anything happens to them. Now I have to send it to [redacted]. In which [redacted] states this is [redacted] product. Never the less I was told 3yr free replacement if anything happens to the product.Desired Settlement: replacement of my product and something extra for the clok and dagger I'm putting up with.

Business

Response:

January 26, 2015

Review: Purchased a replacement warranty. When I bought the warranty, I was told it would replace the tablet under any circustances. Now, that we need to use the warranty we were told they didn't have any tablets at this time and they would issue a check for the purchase amount. My question the representative [redacted], was what happens if the amount they were going to refund me was enough to cover the cost for a replacement. He didn't know so I asked him when they were getting new tablets that I was willing to wait, because I wanted a replacement not the money. When the "manager" got on the phone he stated that they never have tablets and they only give refunds per the warranty. I stated then I was lied by the represent [redacted] and the person selling the warranty. I bought the plan to have the tablets replaced in the event something happened. Now, I'm out $100 which will cost me to replace both my children's tablets. Really bad business on [redacted]s part!!!!! As far as I'm concerned the young lady that sold me the tablet enter a verbal contract when she stated that the tablets would be replaced for any reason! If [redacted] spent better time trainer their staff instead of trying to make money then I would't be filing this complaint. She was employed by [redacted] and told to offer warranties. It is not my fault is she wasn't trained correctly and gave misleading information. [redacted] hired her to represent their company, not me!!!!Desired Settlement: I want what I paid for a replacement not a refund!

Business

Response:

May 7, 2014

Review: Supposed to receive a check from this company for my dam[redacted]d chair. Have not received check & has been almost 6 months.

I purchased a chair that I bought a warranty through this Company Asurion and then the chair ripped from a defect in the seams of the chair. So I call the insurance company submitted the receipt and was told to send pictures of receipt and the chairs area of dam[redacted]. I received an Email from tier 2 service man[redacted]r of the company's telling me that they are sending me my check in the mail. Have not received the check for my refund. This has been a constant struggle for me to receive my for under $150 and they are telling me they are sending the check and not doing anything about it I have been to the store where I purchased the chair and they told me this insurance company will send me the check sorry about the wait. Just want my refund on the money so I can get refunded for my loss. While I was at the store and was told all I had to do was wait up to 2 weeks for the check to be received with my full refund of the original purchase price of the chair I purchased another chair that was updated and supposed to be improved design. I am 155 lbs which is well within the tolerance of the weight capacity of the man[redacted]rs chair I purchased. I was thinking by the reviews and customer referrals of the company that it was a good company and was well reputable. Now my second chair Has lost its cushion and starting to show the same signs of the same dam[redacted]s and I do not want to have to do the same thing with my second chair. Please help me in resolving this issue.Desired Settlement: Looking for a full refund as so promised. Now I want to return my second chair for fear of having to deal with this company's lack of refund and terrible man[redacted]ment and staff. I do not to ever deal with Asurion again!

Business

Response:

October 28, 2014

Revdex.com case # [redacted]

[redacted],

On behalf of N.E.W./Asurion, 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 were to receive a reimbursement check from N.E.W. for the purchase price paid for a dam[redacted]d chair. You have waited almost six months for the reimbursement without success.

The desired resolution listed in your complaint is to receive a full refund as you were promised.

A review of your service history for the replacement plan you purchased has been completed. The research revealed a claim was initiated April 27, 2014 with N.E.W. for a dam[redacted]d chair originally purchased at [redacted]. A reimbursement of the purchase price paid for the chair was approved April 29, 2014 after pictures of the dam[redacted]d product were reviewed. Two gift card reimbursements were issued between May 2, 2014 and June 11, 2014 due to the first reimbursement not being received. On August 3, 2014 you informed N.E.W. that you had still not received the gift card reimbursement and that your address had changed. A stop payment on the last gift card was initiated and confirmed before a check reimbursement was issued.

A clerical error on our end also delayed the check being issued in the expected time frame, however we do show a check for the full purchase price amount was issued to you and delivered to the address listed above on October 16, 2014.

I attempted to contact you to discuss your complaint and confirm you received the check. I was unable to speak with you, but left voicemail mess[redacted]s with my name and phone number and a request to call me if you had not. As of the writing of this letter I have not heard from you.

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

Regards,

Ken P[redacted]

Compliance Coordinator

kp[redacted]@asurion.com

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

From: -- <[redacted]>

Date: Sun, Nov 2, 2014 at 4:37 PM

Subject: Re: You have a new mess[redacted] from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

once the case was opened they gave me my check it took 6 months and alot of effort to receive the check but they finally issued my check definitely not buying their insured products ever again though

Review: I bought a 2 year replacement warranty for a [redacted] air bed. It failed after the first year, when I called Asurion to file a claim they said "They don't cover those air mattresses." They have refunded me the $7 I payed for the plan, but they are refusing to pay me the replacement for the air mattress. I had my warranty plan registered and I had filed the claim correctly. They are responsible to cover the cost of the air mattress.

Product_Or_Service: [redacted] Queen Double High Airbed

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

To correct this situation, I request a full refund of the [redacted] air mattress that equals $74.97. The UPC number on my air mattress is [redacted]. They should cover the items that retailers sell their warranties with. They are making money off retailers selling their warranties, but then when the consumers file the claim they don't want to cover the item. Ridiculous!

Business

Response:

October 22, 2014

Review: I set my computer for warranty service and in the process of shipping my computer has now physical damage that they say they are not responsible for

I bought my computer when you're ago sent it for warranty issues it would not turn on that was the only thing wrong with it I just received it back from them stating they could not fix it it wasn't under warranty and now there's all those physical damage done to it that had to been done during shipping and they are not taking responsibility for itDesired Settlement: I just want my computer fixed like it was supposed to be in the warranty and now it needs to be replaced because of all the physical damage that was done during the shipping

Business

Response:

December 11, 2014

Review: I have been trying to obtain my refund since April 8, 2014. They state their computer won't allow them to issue a refund cause of an error.

I returned item in question April 3, 2914. On April 8th, product assist was notified and refund was to be issued for video game. They acknowledge that I am entitled to a refund, but their computer systems keeps coming up with an error code. I am promised that they will follow up and let me know, but each week I have to call them. How hard is it to process a refund or mail out a check?Desired Settlement: All that I am asking is for the refund I am entitled to which they agree is owed. We are almost at 3 months now. I believe it is for $65.38. How long can they be experiencing a computer glitch?

Consumer

Response:

From: [redacted]>

Date: Thu, Jul 3, 2014 at 10:37 PM

Subject: complaint #[redacted]

To: "[email protected]" <[email protected]>

Please be advised that the above referenced complaint has been resolved.

Review: The TV that I was supposed to receive was never received even though the company is saying that it was delivered.

In the beginning - mid October 2014, I have submitted a claim with the [redacted] Expert Care about an issue with my TV. A day or so later, the repairman showed up and advised that it is un-fixable. A day or so later, I have received a call from Asurion advising me that I will be receiving a brand new TV and that I will receive a phone call within the next few days from the delivering company to schedule the delivery. Two weeks later I have called [redacted] expert care because until then I have not received any phone calls and would like to receive an update. However, to my astonishment I was told that the TV was already delivered. Of course the lady at [redacted] told me she will contact Asurion to see what is going on and someone will call me back. About a week later I called them back and advised them that no one called me since I spoke to her. She mentioned she will write the note for Asurion to call the client for an update. Another week or two passed by and no one was calling again. I called back [redacted] and again they said that someone from Assurion will call me. On November 10th, 2014 I receive an email from Durinda at Asurion advising me that they have been trying to contact me 3 times by phone but kept receiving the message "the person you are trying to reach is not able to receive your call", which I do not think it's true since everyone else is able to reach me with no issues. Regardless, the email also said that the TV was delivered on 10/20/14 and that in order for them to proceed with a claim further, they need a finalized police report concerning the lost/stolen TV. This has really aggravated me since it has been almost two months since I was promised the new TV and now after so long has passed without no one following up with me on the phone or email until now, I have to go to the Police to file a lost/stolen report for the TV that I am not even sure was sent in the first place? This is ludicrous. If that is what the process requires, then Asurion themselves or the [redacted] or whoever they used to ship it should have filed the report or at least I should have been aware of this process right away. I pay enough money on a monthly basis for this service, to have this process go smoothly. Also, I do not understand how a $1000 product is being sent via a shipping carrier without an insurance that would cover cases like this if it was in fact lost or stolen. Perhaps this should have been sent with at least a signature requirement. This is not to mention again that someone was supposed to call to schedule this delivery as per my conversation with Asurion in the beginning of this claim process. That is why I do not really believe that this was even shipped in the first place.Desired Settlement: I would like to receive either the replacement (where the shipping carrier actually calls me to schedule delivery and requires a signature) or the cash settlement so that I could go and buy the new TV if Asurion cannot ship it using the above mentioned method.

Business

Response:

December

9, 2014

Review: My [redacted] 50" television has a black dot in it exactly where my first [redacted] 50" had two black lines, that I returned back to [redacted] for exchange.

I called to file a claim and was told to take pictures of the black dot on my tv and email them to [redacted] at [redacted]. After which I would get a call from a service tech to set up an appointment to service the tv. After the tech installed some parts and the black dot was still there, then took the parts back out since the black dot was still there,he advised me that the screen may have to be replaced. I also told the tech that my first tv, same brand and size had a similar issue with it but it started off with 2 black lines in the same place where the black dot on my tv is located. He said if you had the same issue with the first tv, more than likely , it is a manufacturer defect. I was a bit upset about that, but waited patiently until I heard back from the company. Received a voicemail from [redacted] on 5/16/2014 at 9:01am MT, stating they checked with the service tech that came out to work on my tv and he said the black dot was caused by an external impact and it was not something they can cover under the service plan. So, when I got home, I called and advised them there is no way that something hit that tv and caused the black dot. Especially, after the service tech advised me that since it happened to the first tv, it was a manufacturer defect. They said that they would contact the service tech again and to give them one business day to get more info. Today, Monday 5/19/2014 at 11:53 am MT, I get a voicemail from [redacted] advising me to call them for some important info about my tv. When I called today, a representative told me there was a crack in the tv screen and it was not covered. So, to hear someone tell me there was a impact that caused the black with no crack mentioned, then today to hear another rep. tell me there was a crack in the tv is extremely bogus and a way to get out of repairing or replacing my tv. Spoke with a supervisor [redacted] today and was told the same thing that they would check with the tech again and get back to me within one business day. [redacted] didn't show any empathy or concern just told me the same thing the last supervisor told me on 5/16/2014. Disappointed...Desired Settlement: I feel since I paid for a warranty and there is still another year and about 6 months or so left on the warranty out of 3 years, that my tv needs to be repaired or replaced with something that is comparable to what I have now. My 50" [redacted] is 1080P, 120Hz, HDTV. The only tv that I saw on [redacted]'s website that was the least bit comparable to my [redacted] was the [redacted] 50" Class LED 1080p 120Hz HDTV, (3 3/4 ultra-slim)[redacted]. There's also still another year and about 6 months left on the wa

Business

Response:

June 11, 2014

Case # [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;

Your [redacted] television has a black dot exactly where one your previous televisions of the same make and model had two black lines. The television with black lines was returned to [redacted] for exchange. You submitted a claim with N.E.W. for your current television and were told to take pictures of the problem and send them to N.E.W. after which a technician would contact you to set up an appointment to service the television. The service repair resulted in the technician installing some parts however this did not correct the problem so the parts were removed. You told the technician a previous television of yours had two black lines in the same location where your current television now had a black circle. The technician advised you it was more than likely a manufacturer’s defect. You later received a voicemail from a person named [redacted] who had followed up with the service repair center. The technician advised the black dot was caused by an external impact which is not covered by the extended service plan. You disputed this diagnosis reiterating that the service technician advised you it was a manufacturer’s defect because the same thing happened to a previous television. N.E.W. advised the service center would be contacted again and requested one business day to follow up. When a representative from N.E.W. spoke with you again you were advised due to a crack in the screen the repair would not be covered. This was the first time someone advised you of a crack and you feel this is a way N.E.W. is trying to evade repairing or replacing your television.

The desired resolution listed in your complaint is to have your television repaired or replaced with a comparable model.

A review of your service history for the replacement plan you purchased has been completed. The research revealed N.E.W. was contacted regarding an issue with your television April 26, 2014. An appointment was made with the technician noting a large black spot on the screen and that troubleshooting and resetting the television did not resolve the issue. The technician took photographs of the television screen. The service center tech support reviewed the photos and determined the issue was caused by external impact, and that the damage is not component related. The tech support determined this is not a manufacture defect due to the “leaking” from the impact point and not from panel tabs failing which is what causes parallel lines across a screen, not a circular spot as your television has. It is unfortunate that the technician made the statement that your issue was most likely due to a manufacture defect, especially as he had no involvement or firsthand knowledge of the problem with your prior television. You state the problem with the first television were lines across the screen which is different from the circular spot occurring with your current television which is widely known in the industry to be an issue caused by physical impact.

We at N.E.W. do value your business however we remain unable to fulfill your desired resolution to repair or replace your television. 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,

Compliance Coordinator

[email protected]

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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 very first [redacted] TV I purchased had 2 black vertical lines not horizontal, in the same spot where my TV has a black dot. It doesn't matter if it is a dot or a line, it is still from panel tabs failing. If I would have not returned the first TV in the time frame that I did, it would have had more panels tabs failing like mine. I told the initial customer service rep. this and it was not documented, because all I keep hearing is that mine had a black dot and the first one had 2 black vertical lines which like I stated are panel tabs failing. So, let's go back to when I first noticed the 2 black vertical lines. TV was purchased in Jan. 2013, September of 2013, noticed 2 black vertical lines which are panel tabs failing just like the first TV. At that time, I was going to file a claim, but I had car issues to where I had to work 7 days a week, 12 hours a day, so there was no time to file knowing I had to be at home for someone to take a look at it. So, September goes by until I noticed the black dot in December. So ever since then, I've had the black dot caused from panel tabs failing. I was going to file a claim in December, but my car was not fixed yet so, I couldn't make an appointment due to working so much. March of 2014 came, I was going to file a claim, but then my air conditioning went out on my home, so another set back on filing a claim and getting my TV fixed. So here we are now. The black dot on my TV is the size of a nickel just like it was in December.

Review: This warranty company failed to deliver a refund/credit in a timely manner and was not truthful in the process

I filed a warranty claim(SR#[redacted])on an item I purchased from [redacted].(**) in April of 2012. I shipped the product to the repair facility in New York and was contacted by N.E.W. via email on 14 April, 2014 that the product was not repairable and I would be receiving a reimbursement gift card per the warranty contract. The email (see copied info below) stated I would receive this gift card in 10-15 business days from the 14th of April and would be sent to my current address printed in the email. I contacted N.E.W. a couple of times (verified address with them) during that period to see when I would actually receive the gift card and was given no additional information as to when it would arrive. I am a musician and depend on the product (powered mixing board) that I sent in for repair and was waiting to purchase another mixer as soon as possible from [redacted]. I had to wait because I could only replace it through them due to the fact it was a gift card and could not be used elsewhere. During the waiting period, I have had to rent another powered mixing board for a couple of performances at $50 a pop. On 6 May, after contacting **, I was informed the warranty might issue a reimbursement check instead of a gift card. If this was possible, I could purchase immediately using another credit and pay for it when I received the reimbursement check. I contacted NEW soon after and was told that it was mailed out on 23 April and it would take 7-10 business days!! WHAT!!?? The email said 10-15 business days from 14 April! I am upset at this point and am connected to a supervisor named [redacted]. I explain to him my situation and all I get is apologies, which does not correct the situation. He does, however, state that they could have issued a check instead of a gift card!!! You have got to be kidding me!! I was never informed of this from the beginning and would have chosen this option because I could have replaced the defective item faster. He then proceeds to verify my address and it is incorrect! They sent the gift card to my old address! The email sent to me clearly has the correct address. I am furious and voice my frustration. He then says it will be an additional 7-10 business days for me to receive the reimbursement.

So, at this point I decide to purchase another mixer from ** to speed up the process in anticipation of receiving a reimbursement check in 7-10 business days. After making that purchase and receive an email that it has shipped, I receive a phone call from the NEW processing department asking for an address to send the GIFT CARD!! WHAT!!!??? **. [redacted] clearly did not do his job and now they are saying that they had no address to send the GIFT CARD and stated that they do not send reimbursement checks! Now I am in a situation that I did not want to be because they could not get my address correct and I received false information from a supervisor named [redacted].

Your Service Request (SR) Number:

Hi [redacted],

We're sorry to let you know that the product you sent to us for repair cannot be fixed. Your protection plan, however, performed flawlessly as you are due a reimbursement in full for the original purchase price of your product.

Based on your service contract with [redacted] Inc, we are sending you a gift card. It will be delivered to you at the address below within 10 - 15 business days:

Even though receiving a replacement product fully delivers on the promise of your plan, we're here to help with any new products you choose to protect in the future. If you have any questions or need further assistance, feel free to contact us at ###-###-####.

Sincerely,

The [redacted] Protection Plan Team

Service by NEW, an Asurion companyDesired Settlement: In addition to a the gift card for [redacted] already owed me, I would like for this company to review its policies regarding refund processing and get their facts straight when informing customers. Additionally, to show good faith and to ease the pain of my recent purchase, maybe I could recieve credit for the extended warranty I just pruchased yesterday on the new mixer in the amount of $64.99 (order #[redacted]). I will wait for a reply. Thanks for your attention.

[redacted],

Business

Response:

May 29, 2014[redacted]

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:

This warranty company failed to deliver a

refund/credit in a timely manner. You filed a warranty claim, SR#[redacted] on an

item purchased from [redacted] in April 2012. The product was received from

you by N.E.W. and you were advised a reimbursement gift card would be issued to

you in 10 to 15 business days from

Review: I purchased a 42" LCD Sanyo television from [redacted] in [redacted] for $628.00 while also purchasing a 2 year Service Plan to cover repairs or replacement for my t.v. at the cost of $59.88. The panel went out on my t.v. I called N.E.W. (service plan provider) on March 3, 2013 to initiate repair or replacement of my television. On March 6, 2013 [redacted]; which is out of [redacted], picked up my t.v. from my house to repair it. Two weeks ago, the [redacted] called and said that the television is ready for delivery and that it was fixed. Within an hour of the call, [redacted] called back to say that it was not fixed and would be another 2 weeks. At this point I called the warranty place again and was told that they had up to 25 days to repair the t.v. before they talk about replacement. Today March 28, 2013 makes 25 days and I still do not have my t.v. After talking to the warranty company, they said that they would have to put in a request for a replacement which could take up to 3 business days. And could still be denied. Supervisor on phone argued that we only had a repair warranty, although it plainly states in manufacture's warranty brochure that the warranty covers for repairs and replacements.Desired Settlement: After following N.E.W.'s guideline of 25 days for repair and still not receiving a fixed televison, I feel that they should honor the replacement part of the warranty by giving me $628.00 in store credit towards a new television or a new 42" LCD television with same same features that are on our t.v.

Business

Response:

Review: I bought a Samsung stainless steel dishwasher DMT800 Series in May 2010. I didn't not have it delivered till January 2011. Since we didn't have it delivered till January, [redacted] did not have the dishwasher we purchased. They upgraded us to the next model. Which I was told it was a $800 dishwasher. Within the first couple months I made my first service call. It was a minor problem and was fixed. In August 2012 it broke. I was getting a error message SE. I called in a service call and it was supposedly fixed. The next day it broke again. I put in a second service call for the same error/problem. They sent out a different repair man. More parts were order and I had a month without a dishwasher. I was told by the repair center if I had to make a 3 call about the same problem they would buy me a new dishwasher. So I have made my third call about the same error message and problems again this week. Now they have told they are ordering me new parts again and not buying me a new dishwasher. I am now told I have to wait for a forth complaint in order for them to buy me a new dishwasher. First of all there should not be a third major problem with a dishwasher in a 2 1/2 year of use. I was obviously sold a lemon. I want a new dishwasher with a new 5 year warranty with it.Desired Settlement: I want a new stainless steel Samsung dishwasher comparable to the one I have now. I want a new 5 year warranty with the new dishwasher.

Business

Response:

June 13, 2013