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Reviews N.E.W. Customer Services Companies

N.E.W. Customer Services Companies Reviews (317)

Review: Replacement plan: did not try to replace

My husband and I purchased two 7" [redacted] Tablet for $99.99 each from the [redacted] in [redacted] Texas. Store #: [redacted]. Product ID# [redacted]. Model #: [redacted]. Transaction #: [redacted]. In addition, we purchased a 2yr replacement plan for $14.99. I kept the replacement plan pamphlet and receipt in case this time came. I went to the website given to file a claim. After finishing filing the claim I realized it stated that my plan did not cover cracked screens so I decided to call the number that was given on the pamphlet. I spoke to a gentleman named [redacted]. He informed me that our claim had been excepted and continued on with all the details about how the return of the product and reimbursement would take place. He said we would be sent a gift card to [redacted] for the purchase price excluding tax paid. I informed him that we did not want reimbursement, that we preferred a replacement as stated in their pamphlet. Their pamphlet states several times that product will be replaced. *Middle section of pamphlet: "Your covered product will be repaired or replaced at no additional cost to you!" *Right side of pamphlet: "We may fulfill your claim by providing you with a new, re-manufactured or refurbished product with similar features and functionality" *Folded up insert of pamphlet: "This plan covers parts and labor costs to repair your product in the event your product experiences a breakdown which is not currently covered under any other warranty or service plan." Its also stated: "N.E.W. will pay for the cost of shipping your product to and from our service center or replacement facility. We will repair or replace the product with new or re-manufactured product of like kind and quality that performs to the factory specifications of the original product or provide you with and [redacted] gift card or check, with a value equivalent to the original purchase price, excluding sales tax." After speaking with [redacted], I requested to speak with a someone else. I waited on hold while he connected me. The manager, in which I did not catch his name, told me the exact thing [redacted] did. In addition, he told me to call the store I made the original purchase at to see if they could help me in any way. Not at any point did they offer to attempt to replace or repair our product or offer us an equivalent item. I stated that replacement, repair, or equivalent item where stated several times in the pamphlet and terms and conditions paper but only once did it say gift card or check. Asurion gets $14.99 but does not offer repair or replace as advertised. I called the [redacted] that I had made the original purchase through and they are more than happy to do what it takes to fix our issue. Its at their cost, not Asurion's.Desired Settlement: I want Asurion to do as they advertise. I want my son to have a replaced Tablet.

Business

Response:

June 11, 2014

Review: I have attempted to contact [redacted] Protection Services for weeks now to file a claim regarding my broken vacuum cleaner unsuccessfully.

I attempted to file a claim on 9/16/2014, 9/18/2014, and 9/24/2014 with no success. Your website says the claim is filed but to call, so I try to call but am either on hold for hours with no one answering or, worse, I get a busy signal.

I want a claim filed on my vacuum cleaner that I paid for and request full reimbursement, as agreed upon when I signed up for said protection plan. Per the terms I agreed upon, page 1:

"What is Covered:

For Replacement Plans: For any product where a Replacement Plan was purchased, We will reimburse You for the original purchase price of the Product, including sales tax, when required due to a Breakdown, including those experienced during normal wear and tear, and those manifesting from power surges, which are not covered under any other warranty or service contract. If Your Product requires replacement, You will be instructed to ship Your Product to Our authorized service center, per Our instructions. N.E.W. will be responsible for the delivery or cost of delivery of the Product to Our authorized service center. Reimbursement will be issued in the form of a check payable to You."

The amount of reimbursement is to be for $95.77, receipts available. Please respond asap to resolve, thank you.Desired Settlement: I request a refund of $95.77 per the agreed upon terms of my warranty contract for the vacuum cleaner that I purchased that is not functioning.

Business

Response:

October 21,

2014

Review: Asurion doesn't want to honor my extended warranty

I purchased a [redacted] 42" TV and the 3 year extended warranty from [redacted] online in July 2011. This TV started rebooting itself within a month of me buying it. For the first 2 years it only happen once every 6 to 8 weeks, therefore I never filed a claim or took it back. In the fall of 2013 I started to see the reboot about twice a month. In February 2014 the TV finally got to the point where the screen locked up, while the audio continued to play. It would stay in that state for about 2 or 3 mins then reboot. This reboot would take almost 2 mins (the reboot that lead up to this only took 30-35 seconds). After coming back on it would lock up again for another 2 or 3 mins before rebooting again. I couldn't do anything to the TV other than unplug it. I couldn't turn it off, adjust the volume, or change the channel (with or without the remote).

Finally I made the call to file a claim. Asurion setup me up with a company called Service Center Team (SCT), and they came out and replaced the motherboard. A week later the TV rebooted itself again so I called Asurion back. They setup another service call with SCT and after about 2 weeks of back and forth on the phone with them (and getting a video of the reboot they asked for) they finally said this is a normal problem with these TVs and they couldn't fix it.

I called Asurion back and was setup with a company called [redacted] (who may or may not be the same company as [redacted] - if not they contracted [redacted] to do the work), who didn't do anything because the guy said he had to witness the issue.

I called Asurion back again and was setup with a company named Windsor Electronics. They came out and replaced the power board in the TV. About 3 weeks later the TV rebooted itself again, so I called Asurion back. I was then told that my TV falls under the no lemon policy but before they can replace the TV or refund my money, someone had to come out and verify the issue. Now, every time I've called Asurion about this issue I mention to them that this reboot issue only happens about once every 1 to 2 weeks. Now they want verify the issue in person because the video I sent to SCT isn't good enough I guess.

They setup it up with [redacted] again, and again the reboot didn't happen while he was present. After going back and forth over the phone with Asurion for a couple of days, I suggested that they have someone come get the TV and keep it for a couple of weeks. They setup me up with [redacted] Service Center. This guy picked my TV up and kept it for 2 weeks, and said he didn't witness the reboot issue. He said Asurion told him to return the TV to me. I had no complains with him keeping the TV longer if needed because I know this issue happens.

Now (Sept. 9th 2014) Asurion (Jacob) is saying this doesn't fall under the no lemon policy because they only fixed it twice, and they can't do anything for me until they witness the issue (even though I have at least 4 videos that show what they need to see). Jacob said my videos were no good. He also said once the warranty expires they won't provided any support even if this issue isn't fixed (even though I reported this well before the warranty ended). So am I suppose to sit and wait 1, 2, 2.5 yrs before this issue comes to a head again? My warranty expires July 2015.Desired Settlement: I would like a refund for the purchase of this TV and the 3D glasses I bought to go with it.

Consumer

Response:

From: [redacted]>

Date: Wed, Oct 1, 2014 at 1:28 PM

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

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

Complaint #[redacted]

Review: Unable to file cell phone insurance claim with Asurion

I have tried to file a cell phone insurance claim with Asurion through the website but I get directed to a toll free phone number.Tried to file a claim through the toll free phone number but waiting periods are so long I've literally fell asleep waiting. Finally at one point get through to a representative and after giving my information I'm told ,"We'll have to get you tranfered/redirected". My call was transfered to a recording that say we're closed. The websit offers no other assistance or customer support.Desired Settlement: Phone replacement as described by contract that was paid for.

Business

Response:

January 23, 2015

Review: I had a product care plan on a [redacted] cellular telephone and filed a complaint via the customer service center. My complaint number is [redacted]. They told me that a mailing label would be sent and as swoon as they recieved confirmation from UPS that they item had shipped they would send me a [redacted] e-gift card. They sent me a mailing label and there was a letter inside saying it ha dbeen selected for review and and to send it in. I sent it in and about a week went by and I had heard nothing. I finally got online and was chatting with a customer service representative and they told me it was denied because it was a [redacted] phone and that I needed to call her supervisor. Well I called and the person I spoke with said there had been a mistake and said they could start a new claim and I said, "but you already have the phone". He then placed me on hold and when he came back he told me he was transfering me to his supervisor. I got a voicemail saying to leave a message and that I would recieve a phone call no later than 5 business days from the date of the message. It has now been about two weeks and still, nothing. They said it was not a [redacted] phone, which it was, they did not send me my item back, and they refuse to let me talk to someone who can give me answers. I need this resolvedDesired Settlement: I would like a refund of the faulty item for which I had the product care plan.

Business

Response:

January 2, 2014

Dear **. [redacted],

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

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

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

According to your complaint filed with the Revdex.com, you purchased a product care plan for your [redacted] phone and filed a claim #[redacted]. You were advised that a mailing label would be sent to you for sending your [redacted] phone in to N.E. W. and once the [redacted] phone was traceable at UPS a [redacted] e-gift card would be sent to you. The [redacted] phone was received by N.E. W. who advised you that the [redacted] phone that was received from you was not a [redacted] phone. The [redacted] phone has not been returned to you and your questions have not been answered.

The desired resolution listed in your complaint is to receive a refund for your [redacted] phone you purchased the product care plan for.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that your [redacted] phone was received by N.E. W. and inspected. The [redacted] phone was photographed and reflects clear signs of tampering to the electronic serial number (ESN). There was no receipt included in the package with the [redacted] phone and the receipt information provided over the phone was not valid. Attempts have been made to contact you for a copy of a valid receipt or to ship the [redacted] phone back to you.

Since you have failed to return the correct device to us for reimbursement, we are unable to assist you any further.

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 an extended warranty in April 2013 with a month service fee of 20.99 through [redacted] titled Expert Care. So while I thought I have been dealing with [redacted] the entire time its actually another company that handles the insurance called N.E.W Corp. The service was explained to me by the [redacted] rep at the time of purchase if there are any drops, spills of any nature that I could call and my laptop would be repaired. I initially called and requested service on my laptop that had suffered a fall down the stairs while I was carrying it in mid October. I was informed that I had to pay an 89.00 service fee, this was a surprise to me as I thought the warranty was without a deductible. So unfortunately since I was unaware of the unexpected cost I did not have to money to file a claim until a later date. On 11/20/13 I called and filed an ADH claim with through [redacted] that was routed to New Corp. I shipped them the broken unit on 11/22/13, on 11/27/13 I received a call from a man who identified himself (that I forgot to write down) and also made it known that he was "supervisor" within the first paragraph of the conversation, his call was explaining why my claim was denied due to excessive damage.This was shock to me since I had been without a laptop for quite sometime, not to mention the man was extremely rude and short with me after I started to ask probing questions about why the claim was denied. At one point the service member insulted me by even accusing me of intentionally doing the damage myself. I finally asked since they will not cover the damage can I have the 89.00 refunded to me and my deductible payments as this is a service that did not honor its agreements so. He replied that "he will not refund anything" , my next words are him "maybe I need to contact [redacted] or the Revdex.com" to which he replied , "do what you have to do sir" ,so I was after further conversation the service member finally reinstated that "my unit will be shipped back unpaired." At this point I don't know what to do. I call back because I wanted to get the name and information of the first supervisor who called me since I forgot to write his name down, at this time I explained my concerns and ended up speaking to a service member who eventually transferred me to a supervisor named "[redacted]" . he would not give me his last name for security reasons. I explained to him my frustrations with the service and how I was insulted. Ultimately [redacted] reinstated exactly what the initial supervisor said, that due to extensive damage the drop will not be covered. He went into explaining some of the damages that they saw, I explained these things to him and how they had happened, at this point he said "sir we can simply deny your coverage if you did not have any repairs done at a authorized repair shop" none of this was explained to me when I purchased the service. He did offer to refund the 89.00 service fee, but said I would need to be transferred to have the 20.99 refunded. This was unacceptable simply due to the nature of the insurance and the product that they sell.Desired Settlement: I would like them to repair or replace my laptop per the contract.

Business

Response:

December 19, 2013

Review: purchased warranty for chair from [redacted] will not honor terms of warranty purchased

purchased warranty for chair from [redacted] will not honor terms of warranty purchased

bottom of chair cracked tipping chair sideways making myself to fall breaking arm off of the chair.

I injured my leg in process. called asurion to file claim. told I need to upload pictures of the chair and start a whole investigation. no where in insurance contract does it state I need to upload photos. I told the rep I want to speak to a supervisor he was rude and kept me on hold for 20 min. I called back asked to speak to supervisor, he also was rude and it says in notes I spoke with a supervisor already named "[redacted]" and she put into notes what she told me to do. I was outraged. I never spoke to a [redacted] and she is entering phony notes into the system. I told the supervisor that the supervisor told me we need pictures. I can submit without pictures but you may be denied your claim. I said I am out of down on business for a week and a half I cannot take pictures at this time. he said he would submit claim but feels it will get denied...horrible customer service I have dealt with the [redacted] insurance before. never had these problems. I am levid to say the leastDesired Settlement: I want a [redacted] gift card to replace the full purchase price of the chair of $299 so I may purchase a new chair.

I paid 56 dollars for the warranty and I want it to do what it says it will do

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 purchased a chair from [redacted] with an extended warranty. You submitted a claim for the chair after the bottom became cracked causing it to tip sideways. The customer service representative you spoke with instructed you to submit photos of the damage to begin an investigation. You advised the representative you were out of town and unable to submit the photos as requested. You were informed the claim would be submitted but without accompanying photos, however the claim could not be approved before an inspection of the chair took place.

The desired resolution listed in your complaint is to receive an [redacted] gift card to replace the full purchase price of the chair in the amount of $299.00.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you initiated a claim May 1, 2014 for a damaged chair originally purchased at [redacted]. The service history notes indicate that during the initial contact with you, N.E.W. requested you send photos of the damage to your chair. The next notation in your claim was added the following day May 2, 2014 which indicated photos of the damage to your chair had been received. The damage was determined to have been a covered failure. A recommendation was submitted to issue a full reimbursement of the purchase price you paid for the chair. Our records indicate the purchase price of the chair was $209.99, not $299.00 that you mention in your complaint. A reimbursement was approved on May 5, 2014. You were provided with an e-mail and an automated phone call advising you of that. An [redacted] gift card in the amount of $209.99 plus $19.95 sales tax for a total of $229.94 will be issued to you and forwarded to the address listed above. Please allow 7-10 business days from today for delivery of the gift card to you. As the desired resolution listed in your complaint is to receive a gift card for the full purchase price you paid for the chair, once you receive the [redacted] gift card we feel your desired outcome will have been met.

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

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.

Review: I purchased the policy through [redacted] -display tablet> 120$ 7 inch [redacted]> [redacted]. The employee said replaced or non-sale price refund!

I purchased a [redacted] tablet from [redacted] on 08/03/14. I had a problem with the product 08/18/2014, the screen stopped working... I have my receipt and my contract and paid with my depot card. I was told by the sales person that the display was on sale and that with a policy that I could have it replaced and or repaired if it broke or didn't work. I have 2 witnesses to this. I was originally there to buy a brand new one, this is the first tablet/ smart device I have owned so thought I trusted the sales person when they told me I needed the insurance with it being a display and trusted that their advice was correct. st# [redacted], TE # **, TR# [redacted]. At this point I am furious over how the companies phone technician/s acted towards me, I spoke with unknown about making my claim for my item and was let down by their inability to fix my issue, then I requested a supervisor I got-- Rick ID#[redacted]- who was very rude and condescending towards me, trying multiple times to refund me my policy due to [redacted]s mistake for selling me a contract on a display...he ignored my plea's for replacement and kept implying that the contract was not binding... I tried to inform him that it was indeed binding, and that their company allows [redacted] to enter the contract for them via selling it to me. End result is I have a tablet that doesn't work and a policy that is useless and I feel like I was lied to by everyone involved! The contract is binding and I expect a replacement of equal or greater value, or a repair!Desired Settlement: I was told replacement/repair/refund was my choice and I am holding this contract to that standard! I do not want my money back.

Business

Response:

September 9, 2014

I brought my Toshiba Satellite C55-B5100 in March of 2015. Sometime in September of 2015 I was sitting in my chair playing Soda Crush on it and all off a sudden I hear fizzz and than POP and all of these lines show up. I call Customer Service they asks that I send in pictures. I never received a follow up. I called today November 6, 2015 and was told it was either dropped or liquid was spilled on it. This IS NOT true. Than I was told that I can spend the money and send it to them than they will do a further internal examination. I am a single mother who cannot afford this shipping and handling which is why I brought this piece of [redacted]. .. The company should be doing this! The laptop sucked to begin with but I just used it for facebook. I will NEVER buy this product AGAIN.

Review: I purchased a extended warranty from [redacted] online to cover a phone I purchased from them. When I filed for replacement claim, I was referred to Asurion as the insurer. I called to make the claim, and was given a time frame of 24 to 48 hours for reimbursement to be made after shipping with the label they provided was scanned into the [redacted] system. After 48 hours I called to check on the status of the claim, and was informed that I was chosen for a random audit and it would take an additional three to five working days for them to complete the investigation. I asked to speak to a manager and was transferred to another department that was closed for the weekend. I called back and immediately asked for a supervisor to speak with. I explained the situation and the fact that it was a work phone and the lack of it was costing me money. I asked why did they choose me for an audit adding more time than what they had told me when we first began the process. Richard told me that there were several factors that were used to determine the decision and that he was not at liberty to discuss them with me. He then told me that I could buy a phone and if they honored the warranty I could use it for something else. The whole dealing with this company has been unprofessional and deceiving. Besides the cost of my phone, the time I have already paid on the phone (that will not be compensated), and the lost of work caused by the absence of my phone, I have no reason to believe that there is any good intention of honoring the warranty when they didn't even honor the verbal contract set forth in the beginning.Desired Settlement: I would like to be reimbursed for, phone, the prepaid phone time, loss of work, and a written apology from the company explaining why this discriminative practice is being visited upon me.

Business

Response:

August 27, 2014

Review: Asurion seems unable to repair my computer.

My present sr# is [redacted]. I have sent my [redacted] notebook PC back 3 times. I have been without my laptop for almost 1.5 months. I was assured each time it will be tested before leaving, yet it keep coming back with the exact same problem. Is it really that hard to do a job correctly?Desired Settlement: I want it repaired. Or give me a new pc since you appear incapapable of fixing it.

Business

Response:

August 27, 2014

Review: Asurion doesn't complete claims from [redacted] warranty. They keep you strung along to see if you'll just give up.

I bought a snow blower in 2012 from [redacted] with extended warranty coverage through Asurion. It stopped working in Jan 2014 called Feb 2014 to start service request. Snow blower was finally picked up for repair May 22 2014. June 9th received email of cancelled appointment in the service claim. I called Asurion to discuss ? They cannot find anything on the claim or even know who picked up the snowblower for service. The price of the snowblower was $1200.00 plus the extended warranty of $350.00. I'm going to go file a small claim against HD and Asurion at this pointDesired Settlement: I live in an area that receives 300+ inches of snow a year avg. I need a snow blower that works. I need the money back to purchase a new one from a more reputable company.

I would accept the $1550.00 owed or a new snowblower with 11 HP 48"

Business

Response:

June 16, 2014

Review: I filed claim in Oct.2014 I sent the baby monitor back in Oct.I was told that it was lost and I'd be issued a gift card. I have not received anything.

In October 2014 I filed a claim for my broken baby monitor which was purchased at my local [redacted] store last year. I paid $170 for it and the protection plan. I was asked to ship the product back, I was then shipped a prepaid label. I then returned the product around the 20th of October at my local [redacted] store. I hadn't heard anything back from the company for a month so I called. I was told that I would have to wait 30 days from the time I shipped the item for them to issue me a gift card and to call back next week so I did. When I called November 30th they hung up on me several times, I was also placed on hold for almost an hour. I was then placed on the phone with someone who was very rude and said he couldn't help me,when I asked why I was hung up on. I have since called numerous times only to be treated poorly and to be passed around. I finally got someone to help me and he said my gift card was on the way and I was given a conformation # [redacted] he said I'd receive it in 7-10 business days. We'll that too was a lie! I received a phone call yesterday January 26th 2015 and told that they never received the product therefore, they weren't going to do anything about it and hung up on me yet again. I have spent hours of my time trying to get somewhere with this company to get what I was promised.Desired Settlement: I want my baby monitor back or the gift card I was told numerous times I would be receiving. Is also appreciate an apology for being treated horribly.

Business

Response:

February 5, 2015

Review: I purchased from [redacted] a [redacted] computer on 10/01/2011 and a 2 year service plan for the computer on 10/07/2011. In 8/2012, the computer was having problems. Therefore, I called Asurion Service Plans, Inc. to have the computer repaired. A representative of Asurion Service Plans, Inc. told me the computer was under the manufacture's warranty, call [redacted], and their service plan starts 2 years after the one year manufacture's warranty. I called [redacted] as advised and [redacted] repaired the computer.On 05/16/2014, I called Asurion Service Plans, Inc. because the computer is not working properly. A representative, [redacted], of Asurion Service Plans, Inc. said the service plan ran concurrent with the one year manufacture's warranty and the service plan has expired. I advised **. [redacted] I was advised in 8/2012 by an Asurion representative that the service plan starts after the manufacture's warranty. **. [redacted] stated again the warranty expired.

Product_Or_Service: 2 year service plan on computerDesired Settlement: DesiredSettlementID: Other (requires explanation)

I was advised by an Asurion representative in 8/2012 that the service plan for Asurion starts 2 years after the manufacture's warranty and I would like Asurion to honor what was told to me in 8/2012 or provide written documentation to verify the computer is not under warranty.

Business

Response:

June 11, 2014

Review: Back in October 2012, I purchased a [redacted] washer/dryer combo unit with an extended warranty through the [redacted] website. This past October (Oct. 2013), the unit began to throw error codes that prevented it from drying clothes.

Over the past three months, N.E.W. Customer Services Companies LLC (Asurion) has sent out repair technicians (from two different companies) on six different occasions. Unfortunately, none of these appointments resulting in a working unit. On nearly every occasion, the technician would make an adjustment or replace a part, and then wait the minimum amount of time (roughly 8-10 minutes) before leaving, claiming that the issue has been fixed.

After the last appointment (on Wednesday, January 22rd) when the machine still would not dry, I contacted Asurion and requested the ‘No Lemon Policy’ be invoked. The supervisor I spoke to agreed that this should qualify as no repair should take over 3 months to resolve. She proceeded to send my claim to a different department that handles replacements and reimbursements for service contracts.

The next day, I received a phone call from a representative who told me that my claim was denied due to it not satisfying the requirements for the “No Lemon Policy”. According to the representative, the unit has only incurred two repairs while the policy requires three unsuccessful repairs followed by a diagnosis indicating a fourth repair is necessary.

I disagreed with this decision as their undocumented definition of “a repair” meant that parts in the unit had to be replaced. However, this is not defined anywhere on the service contract. The standard definition of “a repair” is to restore to sound condition, to set right, to remedy. Under this definition, my claim most definitely meets the requirements.

After feeling like I was no longer being heard, I asked to speak to a supervisor which apparently this particular department does not have. I was told that I had to contact the service center again if I wanted to speak to any sort of supervisor.

In a last ditch effort to get this issue resolved before a quarter of a year had passed, I contacted a supervisor at the service center. The supervisor proceeded to give me the same “only 2 repairs” speech without indicating where a repair is defined as a part replacement. I pleaded with them to see my side of the issue as the problem has been ongoing for so long and either myself or my tenant (a co-worker of mine) has been forced to miss work for six different appointments. Having heard me say the word “tenant”, she told me that “as it is a rental unit, the contract is now void”. She stated that she’d be willing to give me the number of the repair facility but I would have to pay for any repairs out of pocket. In complete shock of what I was being told, I asked where it said that renting would cancel the warranty, as which point she pointed to a section in the “What is not covered” section that states “(6) PRODUCTS USED FOR COMMERCIAL PURPOSES (MULTI-USER ORGANIZATIONS) PUBLIC RENTAL OR COMMUNAL USE IN MULTI-FAMILY HOUSING;”. Unfortunately, she doesn’t understand the difference between a “public rental” and a “private rental”, and as a single-unit condo owner, renting this unit to an acquaintance is considered a private rental.

After cooling off for a week, I decided to call back to at least get another appointment scheduled. If I couldn’t get them to replace or reimburse me, maybe the 7th repair technician will get lucky and actually solve the issue. This time, the supervisor refused to even put in the appointment stating that the account has been marked as “for commercial use” and therefore does not qualify. Once again, I was caught in a debate regarding the wording of the terms and conditions and their self-serving interpretation. Their claim was that as I’m collecting rent and the unit is in the condo, that it is being used for commercial purposes. My argument was that the unit was not being used with the intention of making a profit. It has nothing to do with the money being transfer as rent. Additionally, if a private rental is considered to be “COMMERCIAL PURPOSES”, why would the service contract explicitly state “PUBLIC RENTAL” in the same statement? Wouldn’t all rentals fall under “COMMERCIAL PURPOSES”?

The last supervisor I spoke to said that I can cancel the contract with them for a full refund. This full refund would be the extended warranty cost, not the cost of the washer/dryer unit. This indicates to me that the contract is still "active", just that it is no longer being honored.Desired Settlement: At this point, the washer/dryer unit has not be working for nearly 4 months. Due to the fact that there have been a number of attempts to fix the unit without success, I'd much rather have the unit replaced or be provided reimbursement for the non-functioning unit.

Business

Response:

February 28, 2014

Review: Upon purchasing an [redacted] Color Printer from [redacted].com on July 30, 2012, we purchased an additional 24 month warranty coverage through NEW corporation. We filed a claim through NEW on January 1, 2014 upon serious malfunction of the printer under service request #[redacted]. NEW requested that we send the printer to their headquarters in exchange for them sending out a check for the covered price of $149.99. We sent the printer back 3 days after the initial phone call and had to pay for the correct packaging. We called back on 1/22/2014 and spoke to "[redacted]", a supervisor, concerning that we have not received our money that was promised to us as stated in our contract. He stated that he would generate a check since they have acknowledged that they received our printer weeks ago and it should take 3-5 business days to send out. Today is 2/9/2014 and we have yet to receive our check that is owed to us. So we have no printer and no money and this is in clear violation of our warranty contract.Desired Settlement: We want our owed $149.99 plus an additional $29.00 for the cost of shipping the printer to their warehouse as they requested.

Business

Response:

February 28, 2014

Review: Asurion refuses to honor the warranty I purchased through them.

I have a pair of [redacted] by [redacted] under warranty until The end of January 2015. I contacted Asurion 11/17/14 and told them the headphones were broken at the hinge and the wires on that side must be damaged because the sound on that side does not work. They said that they did not cover physical damage, to which I responded that their policy specifically states that they cover "failures or breakdowns caused by normal wear and tear". They broke at the hinge not some odd place that could never break. Purchased: 1/31/2013, Model: Solo in the metallic navy blue, Price: $199.99, Service plan: $17,Desired Settlement: I want a full refund of the purchase price of my equipment or an exact replacement.

Business

Response:

December 11, 2014

Review: I bought a Nikon Coolpix S5200 camera at [redacted] in [redacted], MN. I also bought the 2 year protection plan that cost me $17.00. I bought the camera on 4/28/2013 and the camera started malfunctioning early on and finally stopped working completely in October. I found the warranty in early November and called on the policy on 11/7/2013. I called ###-###-#### and talked to a rep in the early morning hours. She told me that since it was still in the first year, the manufacture warranty was still good and that I would have to got through them. I explained that I did not want to replace what seems to be a inferior product and that I would prefer to go through the warranty I purchased with NEW. She stated that she could not help me at that time because she was night shift and there was not a supervisor on. She told me to call back in a few hours when a supervisor is on, and they could help me process my request. I called back a few hours later and asked for a supervisor, since that is what I was told to do. The representative wanted to know why I needed a supervisor, I gave a short explanation about why. She then placed a supervisor on the phone and he explained to me that he could not help me and I would have to go through the Nikon warranty. I expressed my disgust with this decision, explaining that the product malfunctioned within 6 months of purchase and I wanted to use the warranty I purchased to receive a gift card for the amount of the defunct product, as advertised on the warranty card. The supervisor stated that he could not help me because the manufacture warranty was still in effect and it was an electrical issue with the camera. I asked why I would purchase a warranty if I could not use it. The supervisor continued to "read from the script" and state that it is all clearly stated in the terms and conditions. I then asked if I were to call back in May 2014, would I be able to get my refund in the gift card. He told me that at that time it would be considered a pre-existing condition.Desired Settlement: I would like the [redacted] gift card for the amount of the $186.99. This is the total I paid for the camera plus the service plan that I was unable to properly use.

Business

Response:

Review: I purchased a fit bit pedometer from [redacted] on 05/25/2013 as well as the 2 year product replacement plan. In August, my [redacted] would not hold a charge. It would only power on when hooked to the computer, but would immediately turn off and not come back on once removed. I filed a claim through target.com/extended service. I received instructions to print a return shipping label ([redacted]) and returned my [redacted], usb cord, and case per the instructions provided in the August 11, 2014 email.

On 09/23/2014, I received an email stating my claim was being reviewed and I would be contacted in 1 to 3 business days to walk through the next steps.

Later that day, (09/23/2014, I received a second email stating all required information to process a reimbursement for my claim was received and that a gift card would be issued in 7 to 10 business days.

On 10/23/2014, I still had not received anything, so I contacted the company to follow up on the status of the reimbursement. I received an email from Rick now stating that an envelope was received, but nothing was inside and I would need to mail them the [redacted]. I replied explaining the [redacted] and all accessories was mailed to them. I explained that I found it interesting that now they are telling me this as I previously received an email stating that all information was received.

My next reply came the evening of 10/23/14 where "[redacted] warranty support" is sending an email to verify if we received a call advising they can send me another label and stating the number on file was for [redacted]. I am not at [redacted]. I have never worked at [redacted]. I never received a call.

I do not need another label. Per [redacted] tracking from my original label, my product arrived 9/22/14 at 10:30am and was signed for by Steve A[redacted].Desired Settlement: I simply want the services for which I paid as the company sent correspondence stating my claim was approved. I have in writing (an email) confirming receipt of my item, approval, and stating that reimbursement was being processed. I simply want what I paid for. And in the future, I'd recommend that they not call their customers liars.

Business

Response:

November

4, 2014

Review: I purchased the a 60' Mitsubishi TV from [redacted] with a warranty 1/31/10 and on within 6 months the TV started to give me problems. I called the warranty department and they sent out a company called [redacted] to my home to fix the TV. Then In October 2011 the TV went out again and I called the warranty department again they sent the same company out to fix the TV again. Then 6 months from October the TV want out again, I then called the warranty department again and they sent out the same company out to fix the TV again, now this is 3 times that I have called the warranty department about the same issue with this defective television. The TV shuts itself off when it wants to or the entire screen will not come on then we would have to unplug the TV to restart the thing. Now, the TV is doing the same thing and we are in August 2013. well I called the warranty department again and set up a date for the same company ([redacted]) to come to see about my TV. We scheduled the date for Wednesday, August 7, 2013, I took off work for the time of 8am - 12 noon, well I was waiting around the house for [redacted] to come so I decided to call to see just what time they might be coming and when I talked to one of their associates they told me that it was scheduled for the next day which is Thursday, August 8, 2013, I then told him that I talked to a lady and she scheduled me for Wednesday so I told then okay because I didn't want to argue with him. I then called the warranty department to complain about [redacted] and how they changed the dates on me and didn't call to tell me that they had changed the date. I then asked if my TV could be replaced the young man from the warranty company told me that the policy stated that I had to have the same complaint 3 times to get a replacement, so I asked him to look at the different times that I had called, that all of my call were exactly about the same issues with this TV, so he told me that he would put in a order for the replacement and that it would take up to 3 business days for any results and he then explained to me to call in the 3 days ans ask about the request. He asked me if I still wanted [redacted] to come out or he could gt someone else to come out but it would take another two day fore the other company to set up a date to come out to look at the TV, I then said "let them ([redacted]) come out since they were already scheduled, and I thanked him. Well today is Thursday, August 8, 2013 and [redacted] called me 8:19am and told me that it sounds like it was the bulb that was giving me problems and that it would be on me to pay for the service and that they would not come out until I agree to pay for service, and that I needed to call the warranty company if I had any questions, and that they were going to take me off of their schedule to come out to look at the TV. I then called the warranty department and I talked to [redacted] and she stated that she was a supervisor and I asked her about [redacted] and she stated to me that they made the diagnostic that it was the bulb and that it was not covered under my warranty, I then asked her how they made an assumption without coming to my home and not looking at the TV, and she stated to me that, that's their job and they are experts in what they do and their was nothing that the company could do, I then told her that I just didn't understand how they made that determination and [redacted]'s hadn't been to my home. I then asked [redacted] If she could send another company to my home and she told me NO. I then asked why and she told me that [redacted] knew what they were talking about, I the informed [redacted] that I would file a complaint with the Revdex.com and she told me to go right ahead, I then told her that I would file a class action lawsuit on this company for not honoring it's on policy about the replacement policy she then gave me the legal department address and I then hung up the phone. I then called back and I talked to a young man named [redacted], I told him what happened and he apologized to me and set up another date for [redacted] to come and take a look at the TV for Monday, August 12, 2013 and I asked him about the replacement policy and he explained it to me again, the replacement policy is if you call 3 times about the same issue.Desired Settlement: I want this company to honor it's replacement policy, because this TV was bad from the start and it should have been replaced when it first went out.

Business

Response:

August 27, 2013

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Description: Insurance Services, Extended Warranty Contract Service Companies

Address: 648 Grassmere Park  Corporate Office, Nashville, Tennessee, United States, 37211

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