N.E.W. Customer Services Companies

Review: On December 11,2013 I contacted Product Assist to file a claim for my [redacted] Tab 2 because of a cracked screen. I spoke with a young lady and she told me that I was indeed covered by the product protection plan and that I should receive a gift card via mail to replace my tablet for the $179 plus taxes, Claim # [redacted]. I later received this e-mail:

"We have received all required information to process payment for your claim.

Your reimbursement will be issued in as little as 24 to 48 hours in the amount of your original purchase price, including any taxes paid at the time of purchase, if applicable per the ter** and conditions of your plan.

The reimbursement funds may be used to purchase a replacement product. We hope the experience with our clai** process has exceeded your expectations.

Thank you for giving us the opportunity to serve you.

[redacted] Product Care and Replacement Plans Administrator

To opt out from future email communications from us, please reply stating OPT OUT .

[redacted] Notification No: [redacted]""

I called on today to check the status since it's been over seven days and I was informed that my request had been cancelled but they were unable to provide any type of details as to why. I was passed around to several different departments and was on hold close to one hour before a young lady told me I was not eligible and resolution was not provided

Business

Response:

January 2, 2014

Review: I purchased a laptop at an [redacted] store and purchased an additional two year accidental service plan with the laptop. They refuse to honor it

I purchased a laptop with an additional two year replacement/accidental plan with [redacted]. The replacement plan was through Asurion. When I contacted Asurion they stated that they no long cover my warranty and that I was given mis information. However I was not given misinformation and the policies have just changed since the date of purchase. A company who will not honor policies that they sell to their customers has no business selling products and services. It was a waste of my time and money. I will never purchase an asurion accidental plan for electronics again!Desired Settlement: I would hope they would either replace the laptop or fix it considering thatis the terms and conditions in the pamphlet that was given to me at the date of purchase.

Business

Response:

September 18, 2014

This company is very unprofessional! I called hhgregg who I purchased my dryer from and I guess this is who the use. I was told they would contact in two days. After not hearing anything back I decided to call them my self. After they finally came out didn't call a hour before like I was told just came then complained that my Lil dog that was put away after my son open the dog for him... The service tech handed my son a piece of paper and walked out the door. I called the office manager to find out whats going on. (who tried to scold me for having my dog out even though they didn't call a hour before) so after we got into it he said my dryer needs a part it will take 3-7 days they will call me to set the appt. After two weeks my dryer was still not fixed they never called me not once I did all the calling after a month my dryer is fixed.. Needless to say I'm very dissatisfied with they're customer service!!!! I paid over $2000 for my product but even if I paid $2 I still paid and think I deserve to be treated better for a extended warranty company...

Review: I need a replacement on my desktop monitor and they do not want to replace it or fix it under the warranty and they do not want to help me and their customers service representative refuses to offer any type of solution to my problem.Desired Settlement: I need a new monitor for my desktop computer monitor as stated under my warranty

Business

Response:

Review: On January 31, 2014, I sent in my product with original receipt, box, and parts due to malfunctions. Upon receiving the item back, I discovered it was severely altered and not working properly, I called the service center right away and sent the item back three days later. I was not notified my item was received or the progress to fix it. On last Wednesday I finally got a representative to confirm my itm was there, but no other information. On 2/23/14, I spoke to a disgusted supervisor that assured me it was being escalated and they would call me to update me on the progress. Today,I got a voice mail from a supervidnamed [redacted] explaining the technicians did not find any problems with my item so it was shipped back today. Pretty much, it's being returned back to me in the same condition, altered from special edition to whatever, and still no showing a home screen. My issues are the service was horrible, my item is turning on but thats it, and it appears i'm out of over 300.00 because the service center is giving me anything and i'm just supposed to except it. I would like a working system and understanding from angry workers, also, an apology for a month process of nothing, no resolution.Desired Settlement: I want a item equivalent to what I had, however, it's no longer sold at [redacted], so I want a merchandise credit to get a similar one.

Business

Response:

March

20, 2014

Review: I have been told the wrong information by over 5 different customer service representatives and have been dealing with this issue for over a month.

On September 16, 2014 I called Asurion to let them know that they sent me my fixed [redacted] 32 inch television back without a t.v. stand, power cord, or remote. When I mailed in my television back on June 20th of that year all of those things were inside. When I talked to the first customer service rep they told me they would email the people who worked on the t.v. to see if they still had my accessories and would get back to me in 24 hours. I got a call within 24 hours to here that it has been too long since I received the t.v. and they would not be sending me my accessories since they don't have them anymore. I told them that my t.v. was in storage since we just moved and I just recently opened it to find no accessories. I told them that they needed to send me my accessories because I couldn't use the t.v. without a power cord. The rep. informed me that she would speak to her supervisor Amy and that I would hear from Amy within 48 hours. Amy called me on September 19, 2914 and informed me that they would be sending me a new t.v. stand and power cord in replacement of the one I didn't get back originally. She informed me that they could not send back a remote but would send the other two. I agreed that I was ok with that. She said it would be here by the end of the following week and if I didn't receive them to call. I received the t.v. stand, by mail, on September 24 and I received a REMOTE on September 27th but NO power cord. I called on September 30th to find out about the power cord. The customer service rep told me that the power cord WAS sent and gave me a tracking number for the package. I checked the tracking number to find out the package for the power cord was delivered on September 27th the same day as the remote. I found this out while on the phone with the rep. I asked her "Are you sure this is the tracking number for the power cord and not the remote?" She replied "yes". So I called the post office and filed a complaint about a missing package. I called Asurion AGAIN to make sure it was the right tracking number. I talked to a differently customer service rep and she informed me it was the WRONG tracking number and the one I got was for the remote NOT the power cord. I told her I was upset because I asked the girl if it was the wrong one and she assured me it wasn't. Her defense was that the girl was new. She said she would look into it and find out where my package was because she didn't have any other tracking numbers. She called me back the next day to let me know that the power cord was NEVER sent! I told her I was upset because the t.v. can't work without a power cord. Amy, the supervisor, called me and said that there was a mix up and, since it wasn't sent and they couldn't find one to send, they would order me a refund in a [redacted] gift card. [redacted] Asurion called me on October 2nd and send they shipped the gift card. I called Asurion and asked if it could be overnighted and she said, no, but it should be there by the 10th and if it wasn't to call. I called on the 15th to say I never got it. They said it was shipped on the 8th, not 2nd as told before and to wait till the 21st. I still didn't receive the gift card on the 21st and called on the 23rd. They issued me another gift card. I received a call on October 26th from [redacted] Asurion and was informed that BOTH gift cards were sent to the WRONG address. An address that I have NEVER lived at and it wasn't even close to my address which they had in my file. I told the supervisor in tears that I want it overnighted to the right address. She said I would have to wait until she talked to her supervisors.Desired Settlement: I have been put through so much for over a month. I have been told wrong information over and over again. I was originally sent back a t.v. with none of the accessories that I sent. The power cord was never sent as promised, I was given wrong tracking information and had to deal with the post office for no reason. I was told the gift card was sent a day it wasn't. The gift card was sent to the wrong address TWICE, an address that has nothing to do with mine when they HAD the right address i

Business

Response:

November 10, 2014

Review: In January of 2013, I was guaranteed a refund gift card to [redacted] by their warranty program, [redacted]. I mailed my faulty product to them and they issued a gift card for the amount of purchase. The gift card never arrived. I called again in early March to check and let them know I never received it. They reissued the gift card again. I still never received it. I called again on April 16th and was told they would send another gift card and would expedite the problem due to their incompetence. I took down the agents name and was told it would arrive within 5-7 business days. Her name was Jackie and I asked her specifically, "It will arrive between April 22-24, correct?" "Yes, maam." STILL never received the gift card. I called again on April 26th and was told it had been reissued on 4/18 (NOT 4/16 as promised) and was scheduled to arrive on May 2nd. I asked to speak to a supervisor. The supervisor, Amanda said, in the same phone call, that it had been processed on 4/22 (NOT 4/18!) and was scheduled to arrive on May 6th! I asked the supervisor, [redacted] to give me a tracking number so that I could be aware of the progress of the gift card. She said it was sent regular mail and there is no tracking number. Why would a company not ship gift cards with a tracking number? She has no way to prove to me that she ever sent the gift card, this 4th time I have called. I have been trying to get this refund for 4 months. They received my returned product in January and I still have no refund.Desired Settlement: I would like to receive my gift card/store credit directly in my local office max store. I want to walk into the store and receive my refund. I am tired of the back and forth with the insurance company and I do not accept any of their assurances. I am a maxperks member and frequent shopper for our 2 businesses and personal use. If office max wishes to keep my business, they have a great deal of customer service work to do on my behalf.

Business

Response:

May 2, 2013

Review: I purchased a Nabi tablet during the Black Friday sales, 11/22/2012 from [redacted]. I also purchased the 2 year replacement plan. We were told by the [redacted] employee that the plan would replace the product if it was damaged in any way shape or form. I would also like to point out that we were not given a brochure that contains the terms and conditions of the plan due to the store was out of these(I am assuming it was due to it being Black Friday and how busy it is). My tablet now has a crack in the screen and I called to get it replaced and was told that it would not be replaced but rather I would be refunded the amount of money I paid for it. Due to purchasing this during the Black Friday sales I paid $139.00. The price for the tablet is normally $199.00 (this week [redacted] does have them on sale for $179.00). If I am refunded my money I will NOT be able to replace the product without coming out of pocket an additional $70.00. I called and spoke to 2 different representatives at N.E.W. and a manager there as well, and was told there was nothing they could do for me since the "terms and conditions" clearly states that they can only refund the purchase price. I am very upset by this due to the fact that the [redacted] representative did not explain the terms and conditions correctly nor were we given the brochure to actually read the terms and conditions. I would also like to state that this is not the only product I purchased the warranty plan on that day(we also bought a DSI and bought the plan for that as well), hopefully nothing will happen with that or I will be out even more money due the sales price.Desired Settlement: I am requesting that I receive the current price of the Tablet as a refund so that I am able to truly replace it. I was told that N.E.W. does not have the ability to send me a new tablet which would have been perfectly fine with me. I am not looking to gain anything out of this I just want to be able to replace my son's tablet for one that does not have a crack in the screen. I was told by [redacted] that N.E.W. has the ability to see the current pricing so that they can verify what should be refunded.

Business

Response:

April 4, 2013

Review: The computer was attempted to be repaired numerous times and the company continued to throw parts at fixing the blue screen issue, but after all of the parts that were installed and the numerous service calls, the computer still has the blue screen issue as it did from day one. I continued to try to have the computer sent to a depot fro service, as it appeared that the service calls were guesses and that technicians were spending as much time on the phone with NEW as I had spent in the past and the end result was that I could have continued to guess at parts and spent hours on the phone to just have the computer in the same state that it was when I called in.

In speaking with one of the supervisors [redacted]) (on March 16th at approximately 10:40 pm CST) I asked about the unit being covered under the No lemon policy and I had to explain to her what the No lemon policy and I still had to give the example of a car that had to be repaired and was returned multiple times and the car could not be repaired it would be covered under most state's Lemon Law policy. After continuing to hear that I had reached the aggregate claim amount for the 3rd to 4th time, I again asked why would this not ne covered and she expressed that the coverage did not mean that it WOULD BE FIXED, but that they would try. I hung up and called back and spoke to another representative that after going over the plan details - line by line- the No lemon policy is in affect under my [redacted] PC policy. I then spoke with another supervisor ([redacted]) and he expressed that he would have someone to call me on 3/17/2013 to discuss Depot Repair/Reimbursement under No lemon policy and he stressed that it did appear that the computer was not fixed correctly and I agreed with him pointing to the fact that the original concern (Blue screen error) had never been fixed and I called in immediately after the last technician worked on the computer to point out that the Blue screen error was happening again (prior to calling back into NEW, I was able to catch the service technician on his cell phone to express that the Blue screen issue was happening and he was shocked, but expressed that I had to call back in for a service call) ..Desired Settlement: Depot Repair/Reimbursement under No lemon policy.... Below is copied directly from NEW Corp:

100% parts and labor coverage for failures caused by:

Normal wear and tear

Defects in workmanship and materials

Mechanical and electrical breakdowns

Environmental factors

Power surge protection

No lemon policy

24-hour, toll-free assistance

Free transferable coverage

Business

Response:

April 4, 2013

Review: I purchased a new HP laptop from the Post Exchange and purchased the extended warranty from N.E.W. at the same time. The wireless adapter on my computer went bad. It dectects a wireless network, connects briefly then drops the connection. It continues this cycle without actually connecting to a network. My computer works fine using a LAN connection just not wireless. I sent my computer in for repairs but they said no problems were detected. I sent it in for repairs a second time, the repair sheet said they "installed updated drivers", it already had the most recent updates for the wireless adapter. After the second attempt to have my computer repaired with N.E.W. I contacted a third party for more trouble shooting, after about 30-45 minutes of trouble shooting they determined the wireless adapter was bad. So I contacted N.E.W. again and was told they ensure a new wireless adapter would be installed so I sent it in a THIRD time. The wireless adapter was never replaced and they said the fix was "configuration". It was NEVER fixed, it continues to have the same problem. I contacted N.E.W. again.... they told me if I send it in again it will go to a different repair facility to see if my laptop qualifies for their "lemon" policy. I have no faith in their abilities to repair (replace a wireless adapter) my laptop. This is extremely poor customer service. I have talked to the following: cutomer service reps/technicians- [redacted], and [redacted]; Supervisors- [redacted], and [redacted]. I should not have to send it four (or possibly more) times for the same problem. I have been dealing with this issue since early December.Desired Settlement: I want my computer repaired or replaced and the $100.00 I paid for the extended warranty refunded.

Business

Response:

See Attachment

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: I purchased A Vizio tv from [redacted] along with an extended warrantee. We have an intermittent sound issues with the tv and this company has now made three (3) attempts to fix the intermittent sound issue without success. Their policy is after the 3rd time they come back out to examine the tv again before they replace the tv or refund the purchase price. The company has been out to repair it three times and will be coming out again to hear the sound issue which again is intermittent.

The issue: again the issue is intermittent and when the repair tech comes out again and does not hear the issue they will not replace or refund. It would take a tech to come to our house and watch tv all day with us to assure they hear the issue. This is not realistic. We are headed down the road where they continue to come out in hopes to hear the issue and if they don't and the warrantee expires we are stuck with a lemon tv.Desired Settlement: We want a refund for the purchase price of the TV. We do not want to replace it with the same model since we have had nothing but problems with this one.. The only way for a tech to hear the issue is if he remains at our home waiting for this intermittent issue to occur. Again I can see where this company will use the excuse they did not hear the problem in the few minutes the tech is here and we ultimately end up owing a lemon Vizio TV.

Business

Response:

May 31, 2013

Review: I placed a claim for 2 phones with water damage to be sent out to [redacted] assurion product care plan. these phones were originally purchased in nov 2013 at [redacted].com. I have two sr claim#s [redacted] and [redacted], I shipped these phones off like [redacted] said to in 2 different boxes with 2 different labels and my receipt info inside the boxes on mon, july 7 at 636pm est. ups scanned two boxes but put in the same tracking # twice. ive been calling [redacted] all week speaking to different reps who wouldn't help me or research. they advised someone would call me and no one called. I paid 52.20 for phones each plus insurance each line 6.50 and $9.00 for one phone. if [redacted] has poor insurance claim replacements like this, I will not shop here in the future. I even spoke to a supervisor today named rick on july 10 at 838am, he was nonchalant and rude. he didn't offer to expedite my emails to get my egift card money back to buy a replacement phone or nothing. he only said give 3-5 days. he was no help.Desired Settlement: I want to speak to a corperate office rep to have them expedite both my e giftcards for $52.52 each to be sent right away. I did my job of sending out the phones, now [redacted] needs to do their job.

Business

Response:

July 23, 2014

Review: I had filed a claim for my son's bicycle back in November 2013. I was supposed to get a gift card for the purchase price of $129.99.

I filed my claim in November and mailed in my receipt and other information. I never received my refund. I did forget about it until the weather was nicer and my son wanted to ride his bike that did not work and was not safe without brakes. I called the company back in May and the representative said that I must not have ever received my gift card that they sent me and said she will have another one sent. After 2 weeks, I checked again and was told that I could not get a refund because it had been too long. I called 5 days after the cutoff. I don't understand why I was told differently and why I didn't get my original gift card back in November when I originally filed the complaint. I am very unhappy with the service provided. Especially since I was told different things by different customer service representatives. If you need me to send part of the defective brakes again from the bike or whatever let me know. I did file the original claim timely and was even told that I would be getting a gift card about a month ago. I do not appreciate this company telling me something and then not following through. This was for my son's [redacted] bicycle.Desired Settlement: I would like a refund of the $129.99 that I was told that I would receive. I would like your company to stick to what the brochure states, one phone call for all replacements and repairs. This has certainly not been the case.

Business

Response:

July 1, 2014

Review: The game console was denied service. I have tried calling back regarding pictures sent to me and have been given the runaround. I need to know why!

This is regarding: [redacted] 4GB Kinect Holiday Value Bundle Plan number: [redacted] Reference number:[redacted]Purchased from: [redacted]COM

Purchase date: December 10, 2012

Bundle price: $249.96

Model number: [redacted]

[redacted]COM SVC 36 MONTHS $200.00-299.99 PARTS

Protection expires: March 09, 2016

I filed a claim with Asurion on 11/21/2014. I was advice to remove the hard drive. Due to my lack of gaming knowledge I asked where would I find the hard drive? I was told that it is located in the side of the game console. I asked my husband to remove it. And I mailed it in the next day. They received it on 11/24/14. I didn't hear back from them so checked online and there was no update. So, I called and was told that they console was open and that voids warranty. Yes, I said that I told my husband to remove the hard drive and that he might have opened it. I later found out that my husband did not open it. He told me that he didn't see the hard drive and just put it in the box. I called the service department and explained the situation. Tonika emailed me photos of the console and suggested for me to contact the front line. We reviewed the photos and we do not recognize the console. The console appears to be in parts. I placed (1) piece inside the box. I would have noticed cracks and screws missing. I advice if this could have been caused during shipping or handling but was advice to hold and was transferred. I have called several times and have been transferred with no resolution. I emailed Tonika on 12/8/14, and I understand that she wasn't in the office on the 12/9/14. But I haven't received a response from her and the rep that told me she was out of the office transferred me. I have called and called and keep getting transferred. I called ###-###-#### this morning and was holding for a while and the rep seemed to be in another world. She asked me to contact my cell phone provider. That call was completely useless. I wanted to seek upper management to resolve this issue. But I am at the point of holding back tears. This is so not right. I've asked what happens to me, and was told that they don't know. What happens to the money that we paid for the service, they don't know. The console is scheduled to be delivered today. But I have no idea what to do once I get it.Desired Settlement: I want a functioning game console. Under warranty thats all I ask for.

Business

Response:

December 18, 2014

Wolfforth, TX [redacted]

Case # [redacted]

[redacted],

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

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

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

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

You submitted a claim with Asurion on November 21, 2014 for an [redacted]. You were asked to remove the hard drive and asked your husband to do so. You thought he had, but later advised you he had not and submitted the [redacted] as it was. After it was received you were informed the claim was denied due to the console being opened which voided the warranty. Your attempts to speak with someone for assistance have been met with transferred calls and no resolution.

The desired resolution listed in your complaint is to have a functioning game console.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you initiated a claim with N.E.W. for your [redacted] on November 21, 2014. A prepaid return shipping label was provided to you. The service center assigned to repair your unit received it December 4, 2014 and advised it would be returned unrepaired due to an unauthorized repair attempt. December 5, 2014 you spoke with a representative who listened to your concerns but stated photographs confirmed the tamper seal had been broken and the unit would remain unrepaired. On December 10th a corporate resolution specialist processed a reimbursement of the purchase price you paid for the [redacted] for customer satisfaction. We confirmed with you on December 15, 2014 that you had received the reimbursement.

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

Regards,

Ken P[redacted]

Compliance Coordinator

[redacted]@asurion.com

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer

Response:

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

I would like to thank the Revdex.com for your assistance on this matter.

Review: I purchased a [redacted] TV from [redacted] in July, 2013, at which time I also purchased the extended warranty through [redacted] Protection Plan serviced by Asurian. In November 2014, the HDMI connection burned out and Asurian was contacted and sent their repairman out. He did not know how to repair a [redacted] tv and after several attempts (which included several calls to the [redacted] technical support), he still could not fix the problem. He stated several times, he had never worked on or even heard of [redacted] before, and that he had just started working for this company a month ago. He took the tv apart one final time, which he took the back completely off, leaving the screen unstable. He plugged the tv in and HE lifted the corner of the tv, at which time a crackling sound was heard. The repairman then said to my son, "Oh, I hope that wasn't from me." My son was standing there and wasn't even touching the tv, just watching. My son was disturbed at the way the repairman was doing the job. When the tv was turned on, the screen on the corner where he lifted the tv up, was cracked. At that time, he left. My son and daughter started dealing with the coverage plan, Asurian, over getting the tv replaced, and was told that they were taking the side of the repairman, who lied to keep his job, I believe. I am recovering from a throat surgery and cannot speak. My family have dealt with Asurian several times, and they are not fixing the set that their employee broke. We called to have the HDMI fixed, and by the end of it, my tv set is no longer good. It was the repairman's fault. We have given the company ample time and opportunity to resolve this problem, and they refuse to.Desired Settlement: I would like for Asurian to replace the [redacted] TV that their repairman broke with a new TV, and [redacted] should not push customers to buy extended warranties from this company since they do not honor it.

Business

Response:

January

22, 2015

Review: Sent lap top in 5 times keep getting it back with same issue . spent much time without laptop due to their poor service and repair still same issue

same issue over and over again they said they would repair it it works for short period and then does exact same thing screen goes blank now it just shuts down in the middle of doing important work. Talked with them and same answers same results very poor service. Will never purchase this insurance again it has been a waste of money. spend a long time without your high cost unit , because they have it trying to fix it and cant. Very frustrated and tired of this [redacted] doesnt back it either with their insurance company. Im contacting [redacted] again and letting them know of this poor service, but they are so big and have put so many small business owners out they are now almost a consumers only choice and they just allow this to happenDesired Settlement: refund or replace new!!!!

Business

Response:

December 26, 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 sent your laptop to N.E. W. for repairs multiple times with no lasting resolution to the issue it is having. This has caused you to be without your laptop for a long time. The desired resolution listed in your complaint is to receive a new replacement or a refund.

A review of your service history for the replacement plan you purchased has been completed. The research revealed your laptop being received by N.E.W. on December 17, 2013. The laptop is being diagnosed for replacement or reimbursement under the “No Lemon” guideline of the terms of coverage for your service plan.

The “No Lemon” guideline provides for replacement or reimbursement of the purchase price you paid for your laptop. This is a determination that is made after your laptop has been repaired 3 times for the same failure and needs a fourth repair for the same failure as determined by N.E. W.

We spoke on December 18, 2013 and I apologized for any inconvenience you may have been caused. The decision regarding your laptop will be made by close of business Friday, December 20, 2013.

We spoke on December 20, 2013 and I advise you that a decision was made to reimburse you for the purchase price you paid for your laptop plus taxes under the “No Lemon” guideline of the terms of coverage for your service plan. The check should be received in 3 to 5 business days. When asked you had no additional concerns or unanswered questions.

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 ###-###-####.

Review: I purchased a television from [redacted] and a service plan from asurion my tv has been "repaired" 4 times now and I continue to have the same issue.

Product Name: [redacted] 42" LED TV

Model # [redacted] Serial # [redacted]

Service Request # [redacted]

Reference# [redacted]

I've had an issue with my television for several months now. When the TV is on for more than a couple of hours the screen goes black but voice/audio can still be heard and the TV's emblem remains lit. I've had many claims through the company. I've had people coming to my house multiple times and a company had also taken the unit for two weeks and told me there is nothing wrong with it. However two days after the TV was returned to me the same problem occurred. I've call the Asurion begged with staff and management to have the television replaced under their "no lemon policy" and was told no, because no one can figure out the problem with the TV. I'm getting suck with a unit that can't be used the way its intended and the company how told me I wouldn't have to worry if there are any problems is sitting on their hands.Desired Settlement: I would like the TV replaced with a FULLY functioning unit

Business

Response:

Review: I was told the 90 day warranty had expired and that since I bought the 2 year extended warranty I had to send the product back to the factory.

I bought a [redacted] speaker from [redacted], [redacted], TN. on 012313 for $88.00 and the 2 year extended warranty for $9.00.

On 061513 I returned it (it stopped working) for a refund, and was refused since the 90 day warranty had expired and I needed to send it back to the factory for settlement.

It seems that since [redacted] sells the product and the extended warranty, it is their responsibility to provide the refund.Desired Settlement: I spend at least $1000.00 per month at [redacted].

Because of this incident I will be taking all of my business elsewhere.

Business

Response:

July 26, 2013

Review: I bought 3 tablet PC's for Christmas presents for all three of my kids, I also purchased the Replacement plan for all three. One of the tablets quit taking a charge, I called the 800 number and was told by their CSR that it would have to be referred to the manufacturer. The terms of the contract states : Replacement Plans

* Easy replacement for qualifying products

* If your covered product fails, you'll be reimbursed with either a [redacted] gift card or check for the original purchase price. *No waiting for repairs!

* Registration is not required

Under the Terms and Conditions of NEW's own contract 3. A. Terms for replacement plans: The term of this plan commences on the date of product purchase, as indicated on your sales receipt and continues for 2 or 3 years, depending on the plan purchased.

8. Replacement Plans: If you purchased a product replacement plan, your product will be replaced not repaired. You may be required to ship the product, at your expense to a designated location for inspection. If you product qualifies for replacement at our discretion, we will replace it with one of the following: a replacement product of like kind and quality that preforms to the factory specifications of the original product, a gift card equal to the original purchase price(excluding taxes), or a check for the original purchase price of the product (excluding taxes) Once replacement process is complete for a that product this plan is considered fulfilled and coverage ends. If we find your product is not defective we will return it to you.

That is the exact wording in the terms and conditions of my pamphlet given to me at the time of sale. There clearly are no exclusions as the CSR tried to explain to me. After being transferred to a Supervisor I asked her if she had a copy of the pamphlet so that she could point out this exclusion and I was told by her that "Legal department" does not allow them to have access to the documents.Desired Settlement: I would like either product replacement in a timely manner or the giftcard/check for the amount purchased. I have extra copies of the pamphlet That I can send the Revdex.com or maybe scan or fax.

Business

Response:

Review: I purchased my Son a Tablet from [redacted] for Christmas and when he went to turn it on it would not go on but after we finally got it to go on the screen was just a white one and nothing else and that was after we charged it and all. I than took it back to the store and they gave me a new tablet and it had the same issue like the first one did. I than contacted my insurance plan like I was advised by the woman from [redacted]. I spoke to a woman by the name of [redacted] back on January 2, 2013 and she told me that I needed to send the product back to them and they would send me a check in the amount I paid for the product. I asked if that would include my insurance also and she said no that they would have to send me a seperate check but before they do that I need to write a letter to the cancellation department , so I did that and in my letter I asked them to please contact me via email with what was going on. I did not receive a email so I contacted them via the phone on March 3, 2013 ( which is today ) and I first spoke to a guy by the name of [redacted] and he was very rude in the way he spoke to me. I than asked to speak to a supervisor because I did not like the way he was talking to me and I also wanted explain the problem. He gave me to a supervisor named [redacted] and he was also rude in they way he spoke to me. I tried explaining the problem and what I was told by [redacted] but he was not having it. He told me that I was not going to reimbursed for my insurance plan because they don't do that and when I told him that's not what I was told he said well I am not going to issue you a check for the insurance.I would greatly appreciate any feedback on this matter via email at [redacted]Desired Settlement: To properly be reimbursed for all.

Business

Response:

March 25, 2013