N.E.W. Customer Services Companies

Review: I had purchased a product warranty in a [redacted] store for a portable DVD player. On May 27th, I went on-line to start a claims process. I received the UPS shipping label via email and dropped it off at a UPS location for pick-up on the 28th. On the 30th, I went back to the website to check the status and it said my egift card was sent to my email address. I did not find it in my inbox or spam so I clicked the resend option. On the 31st, I live chatted with [redacted] around 3 p.m. She told me that she saw where it was resent earlier that day and to wait 24 to 48 hours. By Monday June 3rd, I still had not received it in my email. I sent them an email telling them of the situation and did not get a reply. On June 5th, I called and talked to [redacted] in Arkansas. She said she saw where the egift card had been resent on Tuesday and that I should wait ANOTHER 24 to 48 hours. As of now, I don't have a DVD player or my gift card/money.Desired Settlement: I would like them to honor the warranty by issuing me a gift card.

Business

Response:

See Attachment

Review: they wont fix the product they keep putting of service trying to get you to stop the claim, they do not want to repair or replace.

my tv went out and called to get it fixed or replaced their customer service is so rude, its been Almost a month no tv no service nothing they just keep saying its on back order and get mad when we call, they are rude and have no people skills, they state they are all supervisors when asked to be transferred. one even told me there is no such thing as common problems with the tvs. then went on to say it was common. personally the employees are not trained and should be asking "Do you want fires with that"? this is not as advertised a month plus with out my tvDesired Settlement: to have my tv mixed in a timely manner or have it replaced.

Business

Response:

May 5, 2014

Review: I purchase a three year warranty along with a television set, which was over $500.00, when purchased I was clearly advised that "accidental claims" would be included, which is the reason I purchased their $71 extended warranty plan. When an accident occurred and I filed a claim, which was a year later. I was then advised that there are no accidental claims, so I asked for a refund, in which they advised to send a letter along with the "original receipt" and I could file a request for reimbursement. This occurred on August 14, 2014. In September I received a notice advising that I did not include a receipt of the purchase along with copies of what they received. This was completely incorrect, I am positive I included the receipt, I enclosed it along with the letter the same day of the call with the company. This being my original receipt I am not unable to receive my refund of a "useless and miss-advised plan" because of their irresponsible process in handling reimbursements. I firmly believe that they indeed did receive the receipt and ignorantly discarded it to avoid a reimbursement. When speaking with a supervisor I asked for suggestions on how to possibly obtain a receipt or other options, and she advised that she did not have an answer for me and that they could not process the claim without a receipt, she did not suggest any further research what so ever.Desired Settlement: I want my refund, this whole experience has been horrible and I feel they have intentionally miss-advised information in order to gain a sale and avoid reimbursement. The purchase of the plan was pointless and not to mention I had also purchased another plan for another device for the same reasons within the same time frame, in which I am not even disputing because of all of these issues. I will never purchase a extended plan again.

Business

Response:

September 29, 2014

Review: The company Asurion has not followed up on anything they are supposed to do. Now I have no phone and nothing to show for it after paying for it.

I've been trying to get them to help me for about 3 or more months. I purchased December 26, 2013. The phone is a [redacted] that I paid $100 for and also $20+ for the insurance. And unfortunately I paid with cash.Desired Settlement: I'd like to have the $120 plus dollars I paid for the phone and insurance. I just want my nightmare with this company to end.

Business

Response:

December 11, 2014

Review: I purchased an [redacted] back in Jan of this year. The [redacted] employee sold us a 2 year replacement plan for our device that told us it would cover basically anything that would happen to it. I looked at the information given and decided it would be a smart purchase. We now have a problem with the the [redacted] charging and not syncing with the pc. This company now tells me I do not have the proper replacement coverage for this to be fixed as it is damage to the [redacted]. The cover of the replacement plan states "there are no hidden fees, hassles, or shipping costs. Your plan begins on the date of purchase", "[redacted] protection plans cover failures that the manufacturer does not.", a few lines down, "Failures or breakdowns caused by normal wear and tear." This alone is enough to sell the customer on the plan. All of the "hidden" terms are neatly folded and glued inside for you to read upon getting home. Now we need the service, they are stating that the plug arae is "damaged from misuse". This product is designed to be charged and linked to a pc on a regular basis, therefore the charging/pc port would be an area that is used regularly. you could look at the product to see it has not been mis-used. I have talked to Two service reps that then passed me to a supervisor of which both stated that it was damaged due to neglect, and was not covered under this plan, that I needed a different plan for laptops and handheld pcs.

In their terms and conditions it states "What is covered" next line "For electronics and computers/portable computing device" ([redacted] right?) "this plan covers parts and labor to repair your product in the event your product experiences a breakdown which is not currently covered under any other warranty or service contract...." further down states "this plan includes the following enhanced coverage.....Unintentional or accidental damage from handling as a result of normal use("adh") for portable computing devises beginning from your date of purchase." "terms of coverage...For replacement plans: The term and coverage of this plan commences on the date of product purchase and continues for a period of 2 years, as indicated on your sales receipt..." further down it states the same for the portable computing service plan all in the same package. on the back of the package it has select a plan depending on price of which is $17. pretty good price for coverage if you have an issue right? or is this a way to make $17 more to then tell the consumer it is not covered? I was also told that line one under "what is not covered" eliminated my product immediately. it states "incidental, consequential, or secondary damages, including, but not limited to any delay in rendering service under this plan or loss of use during the period that the product is at a repair center or otherwise awaiting parts." Not my idea of excluding my product for the repair, especially when it plainly states coverage for normal wear and tear which plugging something in to charge would be.Desired Settlement: I would have settled for them to repair before this hassle, but I would like my product replaced asap as this is false advertising for a product to be covered

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 an [redacted] in January 2013 along with a 2 year replacement plan. The [redacted] is having issues with charging and syncing with your personal computer. In your complaint you indicate you believe this should be covered under normal wear and tear since the charging port is utilized when plugging and unplugging the [redacted] regularly. Or it should be covered for accidental damage from handling (ADH) since the [redacted] is a computing device. The desired resolution listed in your complaint is to receive a replacement [redacted] under the terms of the replacement plan you purchased for it.

A review of your interaction history for the replacement plan you purchased has been completed. The research revealed a call to N.E.W. on December 4, 2013. The representative you spoke with noted the interaction history that the manufacturer had advised you that the prongs where the charger plugs into the [redacted] were broken. This would be considered damage from misuse, not normal wear and tear or ADH.

For the purpose of training and to ensure quality customer service N.E. W. records a percentage of customer calls. I was able to retrieve the call recordings from your call to N.E. W. on December 4, 2013 when you initiated a claim. The recording revealed you advising our representative that an [redacted] store representative advised that there was damage to the connection prongs that would not allow the [redacted] to be charged or be connected to a computer. Unfortunately, the plan you purchased for your [redacted] does not cover physical damage.

Specific language related to your concerns is included below from the terms of the replacement plan you purchased for your [redacted].

WHAT IS NOT COVERED: (3) DAMAGE FROM ACCIDENT (UNLESS YOU PURCHASED A PORTABLE COMPUTING DEVICE OR VIDEO GAME SOFTWARE/CD/DVD PLAN), ABUSE, MISUSE, INTRODUCTION OF FOREIGN OBJECTS INTO THE PRODUCT, UNAUTHORIZED PRODUCT MODIFICATIONS OR ALTERATIONS;

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 computer repair service plan with [redacted] Product Care when I purchased the computer at [redacted]. The computer broke and they will not send a box to the appropriate address. It has been over a month with numerous calls and promises to send out the box and still no box. Every time I ask to speak to a supervisor I am disconnected.

I am extremely dissatisfied and disappointed. Please investigate if this is a legitimate company or just a scam.Desired Settlement: a refund of the cost of the replacement/service plan which is

$39

Business

Response:

Review: I purchased a refrigerator from [redacted] February 22, 2010 and also purchased the NEW Extended Warranty. I was told by [redacted] in [redacted], Indiana that it covered anything I might have a problem with including the service call to determine what the problem was. I had my first problem in June 2012 and was satisfied with the warranty service. I had a second problem in December 2012 and the repair was made without any issues. These problems both stemmed from my Main Control Board getting stuck on and not letting the condenser shut off. My refrigerator quit working and the back freezer wall became iced up behind the grids. The third time was in September 2013 and the same thing happened again after they replaced the Main Control Board. This time NEW decided my warranty was only for the condenser itself and wouldn't repair the refrigerator the third time. NEW said the first repair was something else, but it wasn't. The malfunctions were always because the Main Control Board got stuck on and wouldn't let my refrigerator defrost. The same thing happened in exactly the same way all three times. My refrigerator isn't a cheap model, it is a Whirlpool [redacted] that cost $1400 when not on sale. I tried and tried to reason with NEW, but to no avail. NEW has given me nothing but horrible customer service on third malfunction and I am extremely disappointed. I have spoken with several representatives and many of them were supervisors. Many times I was told by the customer service representative that it seemed it should be repaired since had been in the past, but they would have to send the request on. I was, then, later always called with a refusal. The personnel was always very rude that made the refusal calls. I don't expect NEW to honor the warranty since I have tried and tried, but I still wanted to make a complaint since I am so frustrated with their service. I think the reason for this situation is because of the Lemon Law. I had asked on the third malfunction about the next steps since the same problem had occurred three times in the last 15 months. I never filed a food claim and should have since I always lost around $100 worth of food.Desired Settlement: Repair at best, an apology if nothing else.

Business

Response:

November 26, 2013

Review: Fail to properly repair on first attempt, changing my charging cable without a good explanation and on the second time, losing the charging cable.

My [redacted] product was warranty by [redacted]'s through Asurion and it was send twice for repair, because they did not do the repair right the first time. They also switch my power cord to another one of a different color without giving a reasonable explanation on the repair done on paper or by talking to them over the phone. Today I RECEIVED Our product back without the findings for the second time. For all I know, they did not do anything, because like they say in Nursing, if it is not written, it was not done. Not only no explanation, but the power cord now is MIA (missing in action; for those not Army saby), even though they say on the paperwork, that it was pack with it. I called customer service and they refused to give me the supervisor on the phone (a guy by the name Justin), because their suppose policy say that they call you back in 24 hours. The supervisor name was Annie, according to Justin and he refused to give me their employee badge # or I'd #, because they do not use that. I had been a Supervisor and a Manager for more than 35 years and every company employee had an I'd #, specially when they do not want to give their last name, because they can have numerous employees with [redacted]e name. This in my opinion is poor customer or the worst customer service I have had from any company. MY SERVICE REQUEST # is [redacted]. I told him that I will escalate the problem to their HQ and Revdex.com and he did not seem to care and neither his Supervisor that refused to come to the phone. What kind of people you hire? You are dealing with a person that have 3 Degrees and over 35 years experience. My phone #'s are [redacted], [redacted]. Thank you!Desired Settlement: Replacement of charging cable(original [redacted] charging cable)or new [redacted] Tablet 32g.

Business

Response:

October 28, 2014

Review: Registration information states a wait of up to three days maybe required. The status of my account is still under this wait period. It's been over 10 days. I contacted customer service after the third day asking why is my account still being blocked from filing a claim. here is their response.

Subject

User issue from [redacted] Product Care /Replacement Plan

Discussion Thread

Response Via Email ([redacted]) 07/12/2013 12:07 PM EDT

Dear [redacted],

Thank you for contacting [redacted] Product Care Plans. I do understand how this would be a concern and I will be happy to assist. I did access your account and I am showing that your product is under the manufacturer's warranty. At this time you would need to contact Vizio for further assistance and their number is ###-###-####. If you have any additional questions or concerns about your Plan, please call us at ###-###-#### or you can visit www.productassist.com/walmart. Our helpful chat agents are available at this site during normal business hours. We're here to help, 24 hours a day, 365 days a year.

Sincerely,

The [redacted] Product Care Plan Team

Please note this response does not address why my account is still being blocked under the 3 day wait period.

I sent a second e-mail in response, stating the problem I'm having is not covered under the manufacture warranty but is under the policy I purchased with the T.V. at [redacted]. It's been several days and I have yet to receive anything from this company.Desired Settlement: allowed to file my claim and have my T.V repaired.

Business

Response:

July 30, 2013

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, the registration information indicates a 3 day wait may be required to receive service and you have waited 10 days. An email was sent to you advising that your TV is still under the manufacturer’s warranty and to contact Vizio. You state that the issue with your TV is not covered under the manufacturer’s warranty and should be covered by the plan you purchased for your TV. The delay in receiving anything from N.E.W. regarding your claim has been several days.

The desired resolution listed in your complaint is for you to be able to file a claim and have your TV repaired.

A review of your service history for the service plan you purchased has been completed. The research revealed a service call scheduled for July 31, 2013 between the hours of 8:00 am and 12:00 noon.

I called the contact number listed in your complaint on July 29, 2013 and left a message for a return call to verify the appointment on July 31, 2013 for your television to be serviced. To date 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 ###-###-####.

Regards,

[redacted], Senior 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.

Review: I sent my 1 1/2 year old [redacted] computer July 18, 2014 to be fixed under their service warranty program. ASURION returned it to me having the exact and same problems they were to fix. I sent it out AGAIN, second day delivery, for Aug 9th. Today Aug 18th I am told "the service department requested parts on Aug. 14th". I called an operators' advise me they "send e-mails" to the service department and will "get back to me". This company services [redacted] product purchases. I will never buy anything with Asurion Warranty Coverage again. Someone out there can get their business away from them by starting a new company. HORRIBLE SERVICE NO REPAIRS WASTE 0F TIME & MONEY.

Product_Or_Service: [redacted] April 2012

Order_Number: [redacted]'s 3 yr & Plus ad

Account_Number: SR [redacted]Desired Settlement: DesiredSettlementID: Replacement

I CAN NOT TRUST WHAT THEY MAY HAVE DONE TO MY COMPUTOR.THEY SHOULD SETTLE WITH [redacted] AND CREDIT ME WITH A REPLACEMENT

Business

Response:

September 9, 2014

Review: I bought a notebook pc and 2 year extended warranty (Asurion) through [redacted] in April 2012. The warranty dept. is not honoring our claim.

I bought an [redacted] Notebook PC and a 2 year extended warranty/service agreement on April 22, 2012 through [redacted], [redacted] Ohio. My warranty/service agreement clearly states and I quote from the paperwork "For Electronics Service Plans (other than Cameras and Camcorders): with the exception of power surge protection, which starts on your date of purchase, coverage commences upon expiration of Your Product's manufacturer's labor warranty, and extends for a period of one (1), two (2) or three (3) years, as indicated on your sales receipt." In April 2014 we had to send our notebook in for some warranty work. The company that [redacted] uses for warranty work is Asurion. When we received the notebook back only part of the work was done. We since are experiencing more issues with the notebook. When I contacted Asurion they are telling us that our notebook is no longer covered under the warranty. I went to the local [redacted] here in [redacted], Ohio and spoke with Jamie who was kind enough to try to resolve the issue. After about a month and 1/2 the issue is still not resolved. Asurion and [redacted] claim that since [redacted] and Office Depot merged the warranty policies have changed and and that extended warranties now start on the date of purchase. I do not understand how this merger and new policy affects me since I bought the notebook and extended warranty/service agreement before the merger. According to my paperwork and receipt of purchase my notebook should still be under warranty/service agreement until April 22, 2015.Desired Settlement: I would like [redacted] and/or Asurion to repair or replace my notebook under the extended warranty/service agreement which does not expire until April 22, 2015.

I have all of my paperwork and the receipt of purchase.

Business

Response:

September 9, 2014

Review: The service protection agreement for Ipod Touch was purchased at [redacted] ([redacted]) in June 2011. Subsequently the iPod started to have intermitent problems with display becoming non responsive. Upon calling Waranty Logistics, I got service number ([redacted]) and shipped the iPod. I got it back with letter stating that service was denied due to the water damage. I requested the pictures showing the damage (since unit was not damaged, only touch screen was intermitently non responsive). I called back on 3/1 to dispute the findings (I took unit to work and looked under the microscope) and I was told that once warranty is denied that there is nothing that can be done.

When adding $30 for "protection" plan I was told that it coveres everything except if unit was dropped in the water.Desired Settlement: Either replace display on iPod or refund $30 for protection plan (and cancel the plan)

Business

Response:

March 25, 2013

Review: I purchased the Buyer protection Plan and have mailed in the broken Polaroid Tablet in February 2013 and waited 7-10 days for the buyer Protection to refund the money,

It is now June 10th and I still cannot get reimbursed. They agree to mail it to me, yet it is mailed out over and over and I never receive it. I paid for a service that I am not receiving. The amount is around the $150.00. I want the tablet refunded now.Desired Settlement: I want the Refund that the buyer protection plan offers when they sold me the plan. I paid for the insurance to replace my product if needed.

They excepted my money and are not delivering!! I want the refund and fed ex it or get it to me . I have been waiting months and months to replace the tablet.

Business

Response:

See Attachment

Review: I purchased a 7 inch [redacted] Tablet in March of this year. It just stopped working. I can't even power it on to get technical assistance. I paid $79.00 for the unit as well as $28.00 for an extended warranty. I called was passed around to 3 different people and told the same story from each. They will reimburse my money but that's it. I want a new tablet not my money back!!! It states in the warranty: 2 year drop, spill and cracked screen, REPLACEMENT PLAN FOR TABLETS AND [redacted]. I want the replacement that I paid extra for. They would not give me a number or name from the company to talk to about this warranty. They will not even reimburse me for the service plan that I bought. Please help.Thank youDesired Settlement: I either want a replacement tablet or a FULL refund of $110.34 not $85.00.I would be satisfied with either. Thanks so much for the help.[redacted]

Business

Response:

July 9, 2014

Review: I mailed my HP notebook at the end of February 2013 to be serviced under the extended warranty that I purchased through [redacted]. The computer recently started to delaminate around the seams (where the bottom panel connects to the keyboard panel). When I picked up the computer, the seams would split apart causing a slight 1/4" crack near one of the bottom screws. After you would place the laptop down, the seams would go back together, as would the crack. I thought the cause of this delamination issue was because the computer's fan was having a hard time cooling down the computer and causing it to over heat. The excessive heat of the computer could have caused the seams to delaminate. Prior to packing it up for shipment, I backed up my important files onto an external hard drive and reformatted the computer.

I received my laptop back on March 5th, 2013. There was a note inside telling me that they were unable to repair the computer due to excessive damage. After unpacking the computer from the box, I quickly noticed that the computer was damaged much more than just a split seam and 1/4" crack. The left hinge was completely out of place, the sidewall of the laptop was cracked open exposing the circuitry of the computer, some of the circuits were cracked and the bottom panel also had a large crack. The damage is so extensive that the computer won't even turn on. Along with the computer, there was a plastic bag containing pieces of the computer that were broken off.

I immediately called N.E.W. to determine the cause of this damage. I was told that they received the computer in the current damaged state and they denied my claim. I spoke to several managers about this issue and nobody could provide me information on how this damage was caused. I was told several times that they are a nationally acclaimed company with highly trained technicians thus they couldn't have done any damage to the computer.

If it was damaged during shipment, the plastic pieces that were placed into the plastic bag should have been lying in the box and the technician should have noted this upon receipt. There was no note of damage during shipment but somehow all of these pieces ended up being placed into a separate bag. I still haven't figured out how the hinge ended up being disengaged and how the circuits were cracked. Upon me shipping the computer off, it was running and only the delamination and small crack were apparent. These were just cosmetic damage as the computer ran just fine. Now I am left with a laptop that won't turn on due to excessive internal damage. I was told there is nothing they can do as it was damaged prior to them receiving it. Either it's the shipping company's fault or N.E.W.'s fault because this damage was not done by me.Desired Settlement: Explanation of how this damage was done, how the pieces were broken off and placed into a separate bag, how the hinge was broke off and my computer fixed!

Business

Response:

See Attachment

Review: I purchased a protection plan from Asurion and they are not fulfilling their obligation.

My fitness watch fell off my wrist while I was running across a busy street and it was run over by several cars. My protection plan covers defects in the materials and workmanship. I called to get a replacement tracker and they said they don't cover my tracker being run over by a car. I understand that part but it would not have been run over if the strap wasn't defective. So they told me I had to return it to the store I purchased it at. I don't have it because it didn't seem fitting to wait until traffic was clear and attempt to pick up pieces. I spoke with a reprehensive and a supervisor who both continued to dance around the same script. The supervisor was actually very rude and probably should not be working in a customer service environment.Desired Settlement: All I want is a replacement [redacted] or a simple refund. I'm not asking for anything outrageous. If they do not want to cover it then it shouldn't be in their warranty.

Business

Response:

June 27, 2014

Review: Sent in a working [redacted] with cracked screen and company said it was unfixable so they want to issue a refund, no longer able to purchase product.

We sent our product on May 29th to repair center. It was received on June 2nd. On June 9th we received an email saying it was fixed and being shipped back to us. We called on June 14 to check the status and were informed our product couldn't be repaired and they would issue a refund. The company is not sure why we got an email saying it was fixed and would be sent back to us. I asked the company to tell us why it couldn't be fixed and [redacted] (the supervisor) said he couldn't tell us that. I asked for a technician to contact me to let me know why it the [redacted] couldn't be fixed and he "didn't think he could" but would but in a request. When I asked for a phone number so I could contact [redacted] directly to follow up if the technician never called he said he didn't have a phone number, he didn't know when he would work again and that I couldn't contact him directly. I told him I wanted someone to be accountable for a call back and he said he didn't have to give me any information. I asked for our produce to be sent back to us and [redacted]. said they couldn't because they had already spent money printing a shipping label for our product. I then informed them that we cannot purchase an identical product in a store ([redacted]) and asked them to replace it with a comparable [redacted]. [redacted] said they couldn't do that and that they didn't have to. I explained we would be out an additional expense and we would rather just have our product back and he said he didn't have to send it back. We still have not received our supposed "refund" in the form of an e-gift card as of June 15. We sent in a working product with a cracked screen, that should be an easy fix for a repair center. It was 100% functional with a cracked screen when we sent it in and now we are told it couldn't be fixed. We are out our [redacted] and now additional money to replace the product. We spent 195.00 on the [redacted], 19.00 on the service plan. We cannot replace an [redacted] and a new service plan. Our claim number for the service center was SR #[redacted].Desired Settlement: I would like a replacement product of our 16GB [redacted] touch *. These are not available in stores that I can find so a refund does not allow me to purchase the same product. If they cannot replace the 16GB [redacted] touch 4 I would like them to replace with a comparable 16GB [redacted] touch * (which is actually a lesser product since it doesn't have a rear-facing camera) or a 32GB [redacted] touch * which has the same features (cameras) as the [redacted] touch *. If they can not replace the item then the value of the

Business

Response:

June 30,

2014

Review: Did not offer computer of comparable/equal value. Deceived status of return for original computer. Fair market value was too low.

Service Number Service Request Date Status Device Name

[redacted] 2014-07-11 Closed [redacted] AMERICA INC LAPTOP

[redacted] 2014-06-20 Closed [redacted] AMERICA INC LAPTOP

My son was told they could not fix his gaming laptop. Laptop was sent in for broken fan and loose connection for power source.

Due to my father's death my son was trying to deal with this issue. His computer was an i7 processor the replacement computers offered were not comparable. They were an i3 processor and an i5 processor. My son discussed with representative all options. These options were one of the above, $800 or the return of said laptop. My son was reassured he would be able to have his laptop returned, if the replacement computers were not acceptable. He informed them he would probably not like the replacement,; however, he was reassured his computer could still be returned. Upon receiving computer, my son called them to tell him he was returning the computer. They had already included a return shipping label. The computer was mailed back in less than a week. They told him he has 30 days to "try out" the replacement computer. My son was staying with his Uncle in [redacted] at the time whileI was with my aunt in Ohio preparing for my father's burial. My brother-in-law informed me that I needed to deal with the company because he felt like they were trying to take advant[redacted] of my son. He told me the replacement computers were like a disposal car being given for a [redacted] for a trade. I talked to the company on numerous occasions and requested my son's computer back. I was informed that the computer was destroyed only to be later told it was refurbished and I could not have it back. In addition, my first contact with the company I was offered extremely better options; however, they still were not the quality of my son's computer. They tried to tell me the computer was originally sold at $1299 and it was a 2004. I informed them this is not true and I have the receipt to prove it. I told her the computer was 3-4 years old. My receipt shows 11/26/2010 for $1999.99 without taxes. When I informed her of my receipt her story changed. My computer was now sold for $1799.99 and made in 2009. I told them I would not accept the offer and wanted to speak to a supervisor. They kept passing me around to "different" supposedly supervisors. No resolution obtained. They still refused to give us back our computer, so we could just be done with it. I informed them we would go to small claims court to settle the issue. They really didn't care. They took advant[redacted] of a young adult and lied to gain custody of his computer. I was informed they no longer made computers like his. When I told her that was not true, she stated well not with our vendors. She told me they were out of stock for comparable replacement for his computer. I told her we would be willing to wait. I was told no. My son requested they pull the phone conversation in which he was told he would be able to keep his computer. They told him and me they are not able to do that. They have lied to me on so many phone calls and within the same call.Desired Settlement: Return of his computer as was originally promised or the new updated version of his computer.

Business

Response:

I’ve spoken with [redacted]. We are in the process of providing her desired resolution in the form of a replacement laptop computer.

Would you please include our reply to the complaint?

Thank you,

Ken P[redacted]

Compliance Coordinator | [redacted]

Phone ###-###-#### | Fax ###-###-#### | www.asurion.com

648 Grassmere Park | Suite 300 | Nashville, TN 37211

Consumer

Response:

If all goes accordingly to plan, we have reached a resolution. 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 [redacted] 42" LCD Flat Screen TV from [redacted].com March 23, 2011, and [redacted]'s 3 yr. Extended Warranty Plan. In December of 2013 I contacted the N.E.W. Warranty people ([redacted] Product Care Plan) to have a repair made to the TV. (When I turned on the TV the video did not always come on, but I could always get audio) They sent me instructions and packing materials. I complied with all instructions, including carefully wrapping my TV. I mailed it on Dec 20, 2013, claim # [redacted]. The repair site I mailed my TV to was [redacted]. The svc ctr claimed the TV was received with a cracked screen and sent it back to me. Jan 2, 1014 I received my TV with cracks in the LCD screen, it was not wrapped up the way I was told to wrap it for shipment, and it was covered with dust. That very day I talked with NEW, ([redacted] Product Care Plan) Phyllis, who assured me the TV would be repaired and she would have [redacted] SERVICE CENTER, [redacted], OK, come out and repair it. When the repairman came out to my home on Feb 3, he only took a few pictures and left! Feb 4, 2014, I received an email dtd Feb 3, from productassist.com saying the claim is closed. I immediately called NEW, and Bethany said her Supervisor said I need to file a claim with [redacted]. [redacted] said the claim could only be filed by the creator of the shipping label. Feb 5 a NEW supervisor, Adam, said he would have LIFEFIME SERVICE CENTER file the claim. Feb 10, 2014 LIFETIME, Karen, said NEW needs to handle it. On March 18, (after many more calls to NEW), I called again and NEW Katrina gave me her supervisor, Rick (I think) who said this damage in his opinion was not [redacted] or LIFETIME, and the damage Voids the warranty. They will not honor any repairs. My 3 year warranty expired March 23, 2014. The screen was NOT cracked when I mailed the TV for repair!Desired Settlement: That they honor their warranty.

Business

Response:

September 15, 2014

Review: Purchased a 9" tablet from [redacted].[redacted], warranteed by Asurian. Created claim for replacement, but was sent inferior replacement.

I purchased a 9" Double Power tablet from [redacted].com in November of 2012, along with the warranty, guaranteed by Asurian. In October of 2013 I filed a claim for replacement of the tablet; the claim was accepted and I was informed a replacement was shipped to me. Upon receiving the replacement, I found it was an inferior 7" (not 9"), knock-off Chinese model of tablet that does not have the same specifications as the original. I contacted customer support, and was told that this is the only model of tablet that is used for replacements, and that "someone should have told you that on your initial call". I then asked to speak to the manager, who informed me of the same rhetoric. She did, however, tell me that I could still send the tablet back to get a refund, but as they had shipped me one already it would have to be at my own cost. The warranty states that replacements will be hardware of like specifications, and what I received is not.Desired Settlement: I would like either a full refund, including shipping cost back to Asurian or, preferrably, a replacement tablet for my customer that is ACTUALLY of same specifications as the tablet that I purchase - as stated in the warranty.

Business

Response:

N.E.W. emailed this response to the customer on October 23, 2013