N.E.W. Customer Services Companies

Review: [redacted] product service team has failed to honor my warranty. The issue has been unresolved since September 2, 2014. Warranty is with Asurion: [redacted]

pent on a product that I've been trying to get a refund on since September 2, 2014. The Asurion service team has not repaired nor refunded my money for a product that is under an Asurion service plan. I've been told TWICE now that a refund has been issued and yet to date, I've received nothing from Asurion. I'm equally annoyed that now I must pay a $25.00 fee to process an official complaint against Asurion with the Revdex.com. What I've learned today is that the additional money ($25.00) I must come out of pocket in an effort to obtain my full refund and to hopefully alert all consumers of Asurion's atrocious business practices is well worth the investment. My Asurion claim is: [redacted]. Clearly Asurion is committed to NOT honoring warranties paid for by consumers and I am equally committed to not only getting my money back in full but even more committed to telling the WORLD Asurion is a service warranty HOAX and is a company that lacks ethical standards and MUST be held accountable for receiving funds for services they refuse to provide. #topofmytodolistDesired Settlement: Full refund and official comnplaint against ASURION.

Business

Response:

November 25, 2014

Review: I bought myself a tablet as a Christmas present in December of 2012. About a month after that I dropped it and the screen was cracked. It took about a month to receive the shipping label, send it in to be repaired, and then receive it back. When I finally turned it on after charging I noticed the touchscreen function was operating properly. It was so bad that I could not use it at all. I could not send it back in because I was leaving soon for training and was going to be gone for about a month so I did not want to send it and not be available to receive it. When I finally came back I began the process of trying to get it repaired but for the better part of 4 to 6 months I have been trying to have it repaired with no progress. They state the shipping labels are being sent but I am not receiving them. As a compromise they said they would email it to me and I have still yet to receive it. I feel I have waited long enough and this is unacceptable. If I knew it would have been like this I would have just bought it from Best Buy. It would have cost more but this issue would have been resolved back in January.Desired Settlement: Since I spent over $200 dollars for the item I would like a replacement or monetary compensation to replace it as well as reimbursement for the warranty which I paid for but in turn did not receive due to inferior service.

Business

Response:

October 29, 2013

Review: I purchased a Murray mower from [redacted] and purchased the 2 year protection plan. I was told that the protection plan would cover the mower after the manufacture warranty expired or if something happened the manufacture would not cover. The blade that came with the mower did a poor job on mulching so I purchased a new 21" Universal Blade from [redacted] to place on the mower. After around 200 hours of mowing with the new blade the mower stopped working. I took it to [redacted] in [redacted], Ohio who is a authorized repair center for Murray and MTD products.

After inspection the crank on the mower was bent which was caused by the new universal blade being heavier than the one that came with the mower. The sales staff at [redacted] in the Garden section ensured me that the blade who work with my mower. The MTD Company said that a bent crank was not covered under warranty. I then contacted the Product Replacement Plan I purchased at [redacted] and was ensured that the mower would be replaced if the manufactures warranty was voided.

On August 19th at 3:57pm I faxed the receipt and the paper from [redacted] showing that the MTD warranty had been voided. I was then contacted on the 22nd of August and was informed that I would be receiving a check in the mail for the cost of the mower, not including sales tax.

I waited two weeks waiting for the check to arrive and it did not. On September 9th at 5:25pm I called the Product Replacement Plan 866 number and the women could not find a claim on file. After having me on hold for 10 minutes she returned to tell me that my claim was not going to be covered because I did not have accidental protection. There was not the option to purchase accidental damage for that item, only for cellphones. I don’t understand why I was called and told my check would arrive and now they have no record of the claim and are saying it’s been denied.

So the damage to the mower was caused from a blade purchased at [redacted] after being told it would work correctly on my mower. The Product Replacement Plan is valid for 2 years and kicks in when the manufacture warranty is over. The manufacture said that the warranty was void because that damage is not covered under warranty. So that means the Product Replacement Plan is in effect. In the plan it states that any damage causing the unit to no longer function is covered under their warranty.

If you do not want to pay me what you owe me, I will take this to small claims court and I have more than enough to prove my case. While I am not making any threats I will be a responsible consumer and warn everyone about your company on every media site available for these types of issues. Simply replace my mower as I was told, I would not have purchased the warranty had the cashier selling me the warranty have told me anything other than the fact that it would replace all damage which is the same I was told on the 22nd when someone from your office called to tell me my check will be arriving within the next week.Desired Settlement: I want the full refund price of the mower for $214.00 dollars, I do not require the sales tax be refunded ($14.44) but it would be a nice jesture on your behalf. However I do require the $214.00 be refunded to me in the form of a check. It has been 3 weeks since this was all started and I have since purchased a cheap mower just to get the job done. I will use the check along with my own person cash to purchase a better quality mower than the Murray unit I was sold. I have my eye on a better quality mower at [redacted] that I will most likely buy. I am more than happy to deliver this mower to any [redacted] store or ship it to your companies location in order to get the full refund. If I do not receive the $214.00 within 45 days I will file a small claims suit and it will cover the full purchase price, along with all my fees relating to the filing of the court claim.

Business

Response:

Date Sent: 9/24/2013 2:20:24 PM

September 24, 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, you purchased a

Murray mower from [redacted] along with a 2year protection plan. You state

you were advised that the protection plan would cover the mower after

the manufacturer’s warranty expired or if something happened to the

mower that the manufacturer’s warranty would not cover. You replaced the

blade on your mower due to the original one not mulching correctly. The

new blade caused the crank shaft to bend on your mower even though the

sales staff had assured you that the blade would work for your mower.

You took your mower to [redacted] an authorized Murray repair center and

they advised that the blade had caused the crank shaft to bend. [redacted]

Product Care was contacted and you were advised that the mower would be

replaced if the warranty was voided.

On August 19th

you indicate that you faxed the receipt and the paperwork from [redacted] reflecting that the warranty had been voided by the wrong blade

being placed on the mower. On August 22nd you received you were contacted and advised that you would receive a check for the cost of the mower. On September 9th

when you called [redacted] Product Care you were advised that no claim

existed for your mower and accidental damage was not covered. You state

you feel that the mower should be covered since the protection plan

coverage is in effect if the manufacturer’s warranty will not cover the

mower.

The desired resolution listed in your complaint is to receive a full refund for your mower as you were advised on August 22nd that you would be receiving a check for the purchase price of your mower.

A

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

been completed. The research revealed a note entered into your customer

interaction history on August 19th indicating that you called and were advised that you would need to contact the manufacturer of your mower. On August 30th

there is another note indicating that we received an email from you

requesting the status of a reimbursement. The representative noted

leaving a voice message for you to return a call to [redacted] Product

Care. There are no other notes in your customer interaction history.

I

called the contact number listed in your complaint on September 17,

2013 and left a message for a return call for you to discuss your

complaint. I can be of further assistance to you regarding this matter,

please 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

Review: when sold I was told that the warranty on my IPod touch. I was told that [redacted] care plan I purchased would cover every type of problem with including damage. when my iPod screen cracked I was told the product care dose not cove this issue. so basically I paid extra for my iPod.Desired Settlement: I would like it repaired or replacement ipod

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, and like to thank the Revdex.com and the respondent for your understanding in this matter.

Review: On 3 different occasion's I sent my laptop in for repair 02/19/2012, 06/29/2012, and on 02/24/2013. To [redacted]. As instructed to do By N.E.W.

The 3rd time I was told by the rep at NEW Warranty center that I qualified for the "No Lemon policy" that they would notify the repair center not to repair but to just do a diagnosis.

Then I receive a e-mail that my hard drive is on back order?

So I called the Warranty department to find out what as going on.

I was told I received a phone call, when I relayed that I had not then I was told I was left a message, and that I didn't receive either.

The claim was apparently denied on the basis the laptop had only been in for 2 repairs? they now say they had changed the 2ND repair as a re-check so It doesn't count as a repair now. What is that?

From the very first time I sent in the laptop to the last time I sent it in I have been having the same issues with new ones after they sent it back to me.

This is now the second hard drive being replaced, I asked what about the other issues being over looked to be told once they found the bad hard drive that was the issue???

So again my lap top will be sent back with the same issues it was first sent in for plus some not even being looked at that they caused. Like a CD/DVD drive I can't even use that they installed, USB ports that no longer work that did work prior to being sent in.

They replaced the cd/dvd player that had no issues prior to being sent in but it's now unusable after they replaced it.Desired Settlement: I would like my refund I was told I would receive by the N.E.W. Rep.

They also shouldn't be allowed to take products sent in for repair and lable them re-checks to avoid the warranty outcome it's unfair to the consumer.

I have copys of all 3 repair Forms I had to fill out each time to send in with the laptop in question.

Business

Response:

April 2, 2013

Review: I have contact them regarding of a cracked screen on a Apple IPod Touch two months ago. They said they will send me a mailing label that I can stick on a box and send to them. I have yet to receive this mailing label and I have contacted them close to twice a week for a complaint regarding on not receiving it. They told me that they have sent this out and it will be at my home in 3 to 5 business days. They have told me his for two months now and I have yet receive the mailing label or the phone call that was promised.Desired Settlement: I want my mailing label so that they can refund me and I can buy a new iPod touch.

Business

Response:

June 10, 2013

Review: Can not complete their stated goals. Repairs time frame keep increasing.

[redacted] protection plan [redacted]- Over ten phone calls and six emails from 05/12/14 thru 07/27/14 and all communications were meet with different results. Item is [redacted] Speaker-from [redacted]/Asurion receiving product 06/30/14, Two return schedule were given. All to no avail.

[redacted]/Asurion reps are deceitful.Desired Settlement: Kindly honor the word on your Certification Of Satisfaction.

Replace speaker without delay. Speaker is this customer livelyhood

Business

Response:

August 11, 2014

Review: Claims will not be approved because of prior issues but does not state in terms and conditions that it will nullify

I have made several claims with a [redacted] Bike, model [redacted] purchased on June 1, 2013 for 219.97. I filed several claims but the first one was denied because I mentioned that the bike had similar issues when it was purchased. Rep. told me that the issues were preexisting and that I should have returned it to the store. When I examined the terms and conditions it does not state that it was required to do so. I placed another phone call to the Asurion office and spoke with a supervisor who stated that the issues would be taken care of under the policy. I received a phone call on July 22 to return a call concerning the claim. I did so and was told that I canceled the claim, which I did not and have screen shots stating that "user" canceled the claim. While on phone I spoke with another supervisor "Sissy" who again verified that she would personally take care of the issue and call me back. Sissy called me back on 7/22/14 within half an hour and stated via voice mail recording that she saw no reason that the issue should be denied and forwarded it to service office. I received a phone call on 7/23/14 at approx. 11 am est stating that the issues would not be covered by the plan because they were preexisting and the women on the other end was extremely rude and short and failed to answer my questions. I will never purchase a high dollar item from [redacted] again with this plan because it is a scam.Desired Settlement: I would like my bike to fixed or the issues taken care of.

Business

Response:

July 31, 2014

Review: Extremely shady company. Sent in laptop for rep[redacted] and they didn't feel like repairing it so the my "determined" that I damaged it, terrible company!

Been paying for insurance for a year and a half on my [redacted] laptop. Sent it in on 6-28-14 for repair because the screen has an annoying line going through it (still usable just irritating) and found out the hard way how they make money...they refuse to repair anything! They claim the line is because I damaged it so they're not going to repair it. I asked if they could show me pictures of why they thought that and how they came to that determination, but of course the answer was no.Desired Settlement: All I wanted was the service provided that I have been paying for. The screen needs replaced, and it's definitely not "damaged"

Business

Response:

July 23, 2014

Review: hi my name is [redacted] my son brought me and my wife a 37 in tv for christmas with a 2 year warranty on 2/15/12 my tv started to act up it had white streaks and clouds on the screen I called [redacted] to see what to do they first said bring it in the store in which I unhooked all the wires and carefully packed it in its box took it over waited about 35-45 min to [redacted] in [redacted] they then told me they cant help I have to call [redacted].com and gave me the number in which I did they then took my info on the phone and said they would send me a box out to pack the tv it would take 3-5 days and another 7 days to fix it I said ok on the 20th of march it came back in which the box was banged all up with hole the size of a dollar piece didnt think nothing of it took the tv out hooked it back up only to find the same problem I then called them and what was said next was they did not fix my tv because it was infested with cockroaches we lived in our house for over 15 years have never had a roach only spiders I then said to the supervisor I have no roaches if there was a roach it came from your warehouse or whoever you had it shipped to he then said they have pitchers of them I said send them to me I want to see them only to get a email the next day saying we dont have the pitchers when the tec opened the tv he quicked closed it and sent it back to me which half the info on the paper they sent me was wrong name,phone,make of tv now my wife is so freeked about there might be cockroaches in our house we called the exsterminator he is coming 3/22/13 at 1 pm I need him to check my hole house now now they want me to go over the hole prosses again now my wife is so upset she dosent want the tv now also we were up all night grossed out about roaches in our house I dont want to go throu this hole prosses again please help ty

Business

Response:

April 9, 2013

Review: was told in order to file my claim I need to purchase another carseat & was not told that when I got the protection plan.

I have 1 infant & purchased 2 infant carseats 1 on 1/19/14 & 1 as a backup 1/20/14 because we had 2 cars at the time. I also purchased the protection plan & was never told that when I needed to file a claim that I would need to purchase a new carseat from the same store in order to file my claim for the damaged carseat. I dont have funds to purchase another 1 or the need for another seat since I have a backup seat that is also registered with Asurion. I was unawre of Asurion's policy beacause at the time of purchase Asurion was not the company handling the claims. I feel like I am being taken advantage of I spent $148 on a seat that is now damaged & I am being forced to purchase another seat I dont need from the same store. My service request number with Asurion is [redacted]. I can be reached by phone or email ###-###-#### [redacted]Desired Settlement: My service agreement states that Asurion will send me a check for the amount of the item purchased and that is what I would like since my carseat is damaged & I still have the backup carseat I purchased.

Business

Response:

June 9, 2014

Review: Bought 42" [redacted] TV via layaway 12/2012 with 1 yr warranty from [redacted] & additonal 3 yr from [redacted]. TV only worked 6 mos.& [redacted] refused svc.

In November 2012 I placed a 42" [redacted]n TV on layaway at [redacted] in [redacted], CA. Layaway was picked up December 15, 2012 paid by debit card for a total of $464.65. On same date paid $44.00 for 3 year service plan through [redacted]. In July 2013 while watching TV, light rays expanded across the screen. TV had never been dropped, pushed or had any kind of damage. Throughout rest of June and July 2013, I went in person to store and they would refer me to Warranty Dept. (warranty svc. #[redacted]). I also had contact with [redacted] since 1 year warranty still in effect. I was denied by both for servicing the TV or replacement. I believe damage occurred during layaway, but meanwhile I am out a TV and nearly $500.00. Never will buy electronics from [redacted] or [redacted]. First and last time this will happen to me.Desired Settlement: Because of the service received from [redacted] I do not want to associate with their product or company. At first I was seeking replacement, but after all the hassles, I would just like a refund of my hard earned money. I'm a single mother who really saved to get a flat screen. Now it's in a box in the garage and I was forced to go to the thrift store and buy a $20.00 monster, outdated TV. This was a family gift, one thing, and it was gone and done away with in 6 months.

Business

Response:

June 9, 2014

Review: Called in Feb2014 to have [redacted] shipped. I never got the shipping label that was promised. After numerous attempts label still not received.

Unit failed in mid February. I called and was informed that a shipping label would be send to me and I am yet to receive it. I still have the unit and no one has notified me in regards to getting the unit fixed.

Receipt Info: [redacted]

St#[redacted] op#[redacted] te#** tr#[redacted]

###-###-####

MGR [redacted]

[redacted] 399.00

2yr svc plan [redacted]773 39.00

subtotal 438.00

Paid with [redacted]

terminal#[redacted] 2/20/2013Desired Settlement: I would like the unit fixed are replaced.

Business

Response:

May 7, 2014

Review: I purchased a LG [redacted] L86C Cell phone from [redacted] that is located in [redacted], Florida [redacted]. When I purchased this phone I switched from [redacted] Wireless to [redacted] and had to purchase phone and transfer my phone number. When I purchased the phone I bought the Product Care that they offer at the register for an extra $9.00 for I believe 2 years of coverage for everything except lost/stolen. I purchased the phone, switched to [redacted], and purchased the Product Care Plan. I believe this was in or around August 2013. The screen on my phone broke and is completely cracked. The phone is currently inoperable. I put through a Claim to [redacted].com/productassist and was told I would be getting a return envelope in the mail possibly within a week or so. I did not have my receipt to register my phone because I was unaware I had to do that. The representative assured me that it was okay and I can do this only once in a lifetime. I then waited approximately 2 - 3 weeks and received no envelope from them. I then called, was transfered, then transfered to different representatives with no straight answer on the status. I finally went online and seen they had denied my claim. I was told to leave a voicemail for the Claims Review Department and someone would return my phone call. That was approximately 3 weeks ago today. I finally called in this morning and demanded a supervisor and resolution to this. I was told I was selected for a RANDOM review and needed to produce a receipt. I went to the local [redacted] and they were no help to me in getting a copy of my receipt. I was there almost 3 hours with my 16 month old son and wife. I was irritaed at this point. I called the Product Assist and demanded another supervisor and they yet again, said to leave a message in which I did. At this point, I am without a phone for over a month. I purchased this phone and made sure I purchased the product care plan and they are not abiding by what they said they would do. I have emailed them, I have called them, I have copies of everything if needed. I want this resolved, They have horrible customer service and are basically ignoring me at this point. I am fed up with that company. I need help on this. Claim # is [redacted] The phone number the claim is under is ###-###-#### - this phone is inoperable. please contact me at ###-###-####Desired Settlement: I would just like to get a new phone as promised by this company. I would like to get some sort of refund, gift card, whatever they can do, it doesn't matter. I need a replacement phone ASAP. Claim # [redacted]

Business

Response:

February 28, 2014

Review: Called the company on 06/23/2014 @12:39 pm. Talked with a customer service rep. name Nicholas. I told him that my tablet fell in the bath tub filled with water. He asked me for the date of purchase,amount of the tablet and the TRANS#. I provided him with all information from the receipt. He pulled the transaction up along with the Insurance Protection. He advised me that with that type of accident that it would be covered and a refund will be issued on a card. That there was no need to send the water damaged tablet in. That I could discard of it since that was what that Insurance Protection plan required. I asked him twice before we ended the conversation if he was sure that I was to discard the tablet and he told me yes. Later that week I called back in to check on the refund card status. The customer service rep name Luisa advised me that I was giving the wrong information by the previous rep. And that I will not receive a refund card. Asked to speak with a supervisor and they put Julie on the phone and she advised me that Nicholas had given me the wrong information. She would send a notice over to his supervisor. I might get a refund if I sent in a copy of the receipt and write a statement of what happen.Desired Settlement: Since the customer service rep gave me the wrong advise on replacement refund. I should still receive a refund to replace my tablet since I was advised to discard the tablet. And Nicholas should receive more customer training on this related issue.

Business

Response:

July

24, 2014

Review: I [redacted] purchase a [redacted] tablet on May 1,2013 from [redacted] company. I bought the [redacted] protect plan for $49.95 with a 2 years plan.

I purchase a [redacted] tablet on May 1,2013 for $159.00. I purchase a 2 years protection plan for $49.95 for my [redacted] tablet. I broke my [redacted] on Oct. 9,2013. The Order Number is [redacted]. I call to make a claim on 10/10/2013 for [redacted] repair. The clerk take my claim order information and said [redacted] we going to returm your money for the [redacted] tablet,We are going to send you a returm label to take the [redacted] tablet to UPS locate. We will mail you a check for $159.00 plus tax. You can purchase a new tablet. I ask what happen with the rest of my 19 months warrant, the clerk said my warrant is done after they return my purchase price for $159.00 plus tax. I ask to talk to a supervisor about remainder of my warrant. The supervisor said my warrant will be done after they returm my purchase price. I want to know how can [redacted] cancel my warrant with 19 months left on my warrant for the [redacted] tablet. I payed $49.95 for a 2 years warrant which 19 months will be left on my warrant.Can [redacted] returm my money for the tablet and keep all my balance of the protect plan fee.Desired Settlement: I want a repaired [redacted] tablet and to keep the remainder balance of my 2 years warrant,or all my money that I payed for the tablet plus the balance left of my $49.95 protect plan fee.

Business

Response:

January 22, 2013

Review: We purchased a blu-ray player from [redacted] and also purchased the warranty plan to go with it. The blu-ray player has since broken. The company claims they will repair it. They said they will send us a shipping label to mail the player back to them so they can repair it. Originally, they said they would email it. After several days of not receiving an email from them, I called again and requested to have it resent. Again, I did not receive it (I confirmed they had the correct address). I then requested to have it mailed through the postal service. I waited two weeks to receive it in the mail and did not get it. I called again, and gave them another email address. I have still not received it. There is no way that I shouldn't have gotten the label through three email attempts and one regular mail attempt. Even if I were to get the label from them after this complaint, I have no confidence in the company to mail my blu-ray player to them.Desired Settlement: I would like a replacement blu-ray player, reimbursement for the cost of the blu-ray player, or reimbursement for the cost of the warranty.

Business

Response:

January 22, 2014

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 Blu-Ray player from [redacted] with an extended warranty plan. The Blu-Ray player was broken and you contacted N.E.W for repair. You were advised a shipping label would be sent to you so that you could send the Blu-Ray player to be repaired. After waiting several days and having not received the shipping label you contacted N.E.W and made a second request for a label. Again you did not receive a shipping label and made two additional attempts to have a label sent to you without success.

The desired resolution listed in your complaint is to receive one of the following, a replacement Blu-Ray player, reimbursement for the cost of the Blu-Ray player, or reimbursement for the cost of the warranty.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that you contacted N.E.W. on multiple attempts to receive a shipping label for your Blu-Ray player. I contacted you on January 15, 2014 and you advised me that you have since received a shipping label for your Blu-Ray player and that it has been sent for repair. You also stated that you had contacted the Revdex.com and advised them you consider the matter to be closed. I provided you with my contact information with the request to call me directly if you should have any further concerns once your Blu-Ray player has been returned to 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 ###-###-####.

Review: I purchased a product assistance plan for my Ipad 4 after receiving it as a gift from my mom. I submitted a claim back in Feb for a new charger and have yet to receive the correct replacement. It has been 3 months with no replacement. I first called in my claim was placed but without receiving for 2 weeks I called in and they said it should be coming. A week later it finally came but the package excluded what I actually needed. I called back in and was on the phone for 20 minutes before they finally order me a new replacement. 3 weeks I waited and never received anything so I called and they informed me that they didn't have a tracking order and this meant that my order had never shipped. I finally get the package and it includes the wrong version of the charger. I called back yet again and the man said it would be delivered in 3-5 business days. After 2 weeks I finally received the package but once again it failed to enclose the correct items. I am extremely frustrated with the level of service I feel I should have received my replacement over a month ago. This is now the 3rd time I've received the wrong items. 3 months later with no replacement for a service/warranty I paid $69. I emailed customer service regarding this issue and their response was unsatisfactory. There response to my issue along with a request for a partial credit was just to cancel my plan. See below. However, I do not wish to cancle I just wanted to possible recieve a credit for all the time and trouble I have gone through. Waiting for over 3 months for a simple charger is ridiculous.

[redacted],

Thank you for contacting [redacted] Product Care Plans. I do apologize about any inconveniences but I will be happy to help. If you need to cancel your plan I will be happy to provide you with the information to get that done. If you purchased your plan and it is still within the store return policy you can just go to the customer service desk and they can assist you. If it is outside of the store return policy, you would have to submit a written cancellation to:Desired Settlement: I would like to be reimbursed for the part of the plan due to this lack timely service and wrongful expectations. Each time they say it will take 3-5 business days and it usually ends up 3 weeks. Lastly I would just like to finally get the replacement charger.

Business

Response:

May 8, 2013

Review: On Dec. 15th 2012 I contacted Product Care for [redacted] on my Acer laptop that I purchased from [redacted] on Aug. 16th 2011. The Product Care that I purchased covers accidental damage to the laptop. My roommates dog had gotten a hold of my laptop and did some damage to it while I was away from the laptop on Dec. 14th 2012. When I contacted Product Care, I informed them of what happened to my laptop. They informed me that damage to the laptop caused by a dog is not covered. I informed them that my plan covers accidental damage. The rep then told me that damage caused by a dog is not covered because it is not accidental it is preventive. I asked to speak to a supervisor. When transferred to the supervisor I explained to her what happened as well. She claimed the same thing that a dog ruining the laptop is not an accident and can be prevented by putting the laptop up when not around it. She then said that an accident is something like when a spill is made on the laptop and ruins it. I told her that that is preventative because it can be prevented by not having any liquids around the laptop. I then proceeded to tell her again that my plan covers accidental damage and a dog ruining the laptop is an accident and that no where in the terms and conditions does it state that a dog ruining a laptop is not considered an accident and is not covered so per the terms and conditions they are required to repair my laptop for me. She again stated that a dog ruining the laptop is not covered and is not an accident as it can be prevented and the company would not repair my laptop.

The plan details for my plan if needed are:

Plan Type: Computers

Reference Number: [redacted]

Plan Number: [redacted]

The Service Request Number: [redacted]

This Claim is currently: DeniedDesired Settlement: I have thoroughly read through the Terms and conditions from Product Guard, and no where does it state that a dog ruining a laptop is not accidental and is not covered. I feel that per their terms and conditions they are required to repair my Acer Laptop for me to my satisfaction as it states no where in the terms and conditions that my laptop is not covered from a dog ruining it and that it does cover accidental damage which a dog ruining the laptop while you are away from it is accidental just as if someone dropped their laptop, spilled a liquid on it, etc. Claiming that a dog ruining a laptop is preventative can not be claimed because dropping a laptop is preventative as well if one does not use a proper computer bag, or spilling liquid as one can keep liquids away. Claiming such about a dog means they should then also not honor fixing a dropped laptop or a laptop that was spilled on. Since the terms and conditions do not mention a dog ruining a laptop, they are not honoring their terms and conditions and are making it sound like everything is covered when purchasing their Product Care plan which comes down to false advertisement to gain a sale of their plan.

Business

Response:

March 15, 2013

Review: My laptop was sent to Asurion for repairs. Upon its return, my antivirus discovered [redacted] infected files.

I had sent my [redacted] laptop to Asurion for repairs (it had been dropped and would not start). Service Request # [redacted]. The repair itself went very smoothly and I had no complaints. It was fixed quickly and promptly returned (they received it on 7/8/14 and sent it back on 7/9/14). As part of the repairs they had replaced the hard drive and installed a new operating system. However, when I got it back on 7/15/14, one of the first things I did as I was setting everything up was download an antivirus ([redacted]) and run a full system scan. The scan returned 69 infected files with the status of [redacted]: Hidden file. The antivirus is reporting failed actions on fixing the problem. Considering that an all new hard drive and operating system had been installed, I don't see how this issue could have pre-dated the repairs, and as this scan was done immediately upon receipt from Asurion, I don't find it possible that I had downloaded the [redacted] after getting it back. When I called Asurion, I was transferred to their computer Help Desk which told me my product was not covered for software issues, only mechanical problems so there was nothing they could do. When I questioned how the [redacted] could have been on my computer upon receipt from their repair center, I was told they did not have an answer, and gave me the number I had initially called.Desired Settlement: As my antivirus is unable to fix the problem, from what I can tell my only option is to replace the operating system. I would like Asurion to replace the operating system again. I would just like my laptop back to the clean slate it should have been when I received it from Asurion.

Business

Response:

August 7, 2014