N.E.W. Customer Services Companies

Review: Says they will fix item, and then couldn't fix, offered to send it back because of sentimental value. Now they are offering either or..

Don't care if it can be fixed but want item back, even if disabled more, gift from grandma. If you can't fix something then refund should be issued but in the same sense the item has very important meanings coming from my now passed grandma.. ThanksDesired Settlement: Want a refund and the broken item for sentimental reasons

Business

Response:

October 31, 2014

Review: I bought a [redacted] 9" tablet from [redacted] online on 11/26/13. I also purchased 2 yr warranty(Asurion), tablet cant be fixed over the phone, wont replace

I paid $79 for the tablet and $28 for the warranty. I felt by choosing to buy the extended warranty that my tablet would be replaced if quit working. We tried to reset over the phone and it didnt work,still a white screen. Why did I pay an extra $28 for a WARRANTY, to me warranty means, fix or replace, that isnt worth the paper its printed on. They offered to send my money back, but only what I paid for the tablet. I dont want my money back! I want the tablet fixed and my warranty intact. Or ALL of my money back and a new tablet. I feel this was a scam to get the $28 and say oh sorry for your luck, heres what you paid for the tablet. Thanks for the $28!Desired Settlement: I sent the tablet back, so disgusted,I wanted the tablet replaced but that wasnt an option according to the representative that I dealt with when I called Asurion. Totally mislead by the warranty!

Business

Response:

October 16, 2014

Review: Product is a Yamaha Keyboard. purchased at Guitar Center purchased on

>> line. order number [redacted] It was purchased on May 12, 2012.

>> It was sent for repair 3/18/2013, and returned with the same defective

>> problem. Problem - sound all of a sudden drops. (The sound gets lower

>> suddenly for no reason).

>>

>> Contact person: [redacted] ID [redacted] supervisor

>> [redacted] (a lady) said that I will get have the option of getting my money back in the form of a check or I believe she said gift card

>> because the product was returned not repaired. She informed me that I would be hearing from her company within three days to inform me how to return the purchased product. Three days past and I received no call, so I called them. At that point I was told that their "NO LEMON POLICY" does not allow the return without it going to repair four times for the same problem. I explained that even if that is the policy, I was promised otherwise.

>> The manager [redacted] ID [redacted] said no money will be refunded unless the

>> product is sent in 4 times for the same problem, then

>> they will refund the money. (over $900.00) And [redacted] said [redacted] was

>> wrong

>> in what she told me. [redacted] would reprimand her for telling

>> me the erroneous information.Desired Settlement: I expect an insurance company to "say what they mean and mean what they say". How can you do this to a kid! He so badly is looking for honesty and this is what is being thrown at him. Keep your word and accept the return as Manon promised.

Consumer

Response:

From: [redacted]

Date: Tue, May 7, 2013 at 3:00 PM

Subject: case resolved

To: [email protected]

Thank you so much! They resolved my case by refunding me fully so

please close the case. My case number is [redacted].

Once again, thanks so much!

Review: I brought a hp laptop from [redacted]'s [redacted] back in April 2011, I also purchased an extended warranty. I've had my laptop serviced a couple times but the last time I had it serviced I was told that my laptop had water damaged. But when the computer left my home it did not have any water damage. They sent the laptop back to me unfix I then in return called them and stated that my laptop needed to be fixed because when it left my home it had no water damage. So they fixed it. Now 5 months later I'm having problems out of my computer. I called the warranty company to file a claim. I was told by a supervisor from the company that I needed to take my computer else wear because they were not going to fix my issue which is overheating and my left click button is broke again! The superviosr proceeds to tell me that the last time I sent my laptop in they did not fix it all they did was look at it and ship it back, which is unacceptable because I received documentation stating that my computer had in fact been fixed. I have called [redacted]'s [redacted] corporate office twice and I was told that someone would get back to me the same day. Nobody has yet to call me back to resolve this issue!!!!!!Desired Settlement: I would either like to have my laptop replaced because I've been complaining about the same issues being wrong for the last 6 months or so OR a full refund of what I paid for my laptop and warranty so I can go somewhere else and purchase a laptop and warranty where I know my service is wanted!

Business

Response:

Review: Purchased treadmill from [redacted]'s [redacted] on 9/23/10 & 4 year extended warranty from NEW, Sterling VA Inc...on parts & labor. Treadmill broke on 6/15/13. Called Manufacturer who immediately covered the parts replacement for treadmill under manufacturers still enforce coverage. Shipped me the parts quickly. Received parts on 6/25/13.Called NEW to get technician scheduled to replace parts either on 6/27 or 6/28/13. NEW Warranty asked if I had the parts, and I said yes, the parts warranty had been covered by manufacturer and they were shipped to me overnight and in my possession. I was then promised by NEW Warranty customer rep, that a tech from [redacted] would call to confirm scheduled appointment for 7/5/13. On 7/2/13 received call from [redacted] a subcontracted technician company. Phone call stated they would call me in 24 hours to confirm appointment for 7/5. I called them back on 7/3/13 because no one called me within 24 hours to confirm. I took off work on 7/5/13 to be safe and to be here for appointment. No one showed up to service treadmill. Received email on 7/8/13 asking me to rate quality of service call on 7/5/13 to repair treadmill. I immediately replied to email indicating they were a 'NO SHOW'. I then called [redacted] and left message per instructions to ask them to call me and reschedule. On 7/9/13 I then also called NEW to complain about the lack of no show. They told me that in their system I showed as calling and canceling the request for service, which I had not done. That is strike two. I then called [redacted] and they told me that NEW canceled the appointment which is why they didn't show up cause they wouldn't get paid by NEW. So I called NEW Warranty back and said give me a new place. They gave me [redacted]. [redacted] was to call in 24 hours and confirm appointment. On 7/10/13 I called [redacted] 3 times since they didn't call me. They first told me they couldn't come for weeks and then said they didn't have any record of a service ticket in their system from NEW Warranty to tell them to call me and service my treadmill. They told me I had to call NEW Warranty back and open a complaint to get in their system, which I had just done the day before. So I then called NEW Warranty back on 7/10/13 to complain. And they are telling me I have 2 options either [redacted] or [redacted]? Neither of which will come out and fix the treadmill... Strike 3 & 4.. I got the run around. So I called New Warranty back on 7/11/13 - two times. I finally got a supervisor at 7:45 PM CST. They promised to call [redacted] again. And told me I had to call [redacted] on 7/12/13. On 7/12/13 I called [redacted] same crap - no record of my ticket. I demanded to speak to a supervisor and got a [redacted]. [redacted] told me she was sorry and would patch me through to the technician and stay on the line to assist. We got the technician on the line and we confirmed that I had the parts ready to install and in fact described the parts to him and told him what the problem was, he said he would be here on Monday 7/15/13 at 6:30 PM. [redacted] of [redacted] - hung up, called me back and confirmed the appointment. NEW Warranty confirmed it in their system too. So 7/15/13 comes and goes. We wait until 8 PM CST. No one shows up. I call NEW Warranty again and ask to speak to [redacted] the supervisor and she is gone they log my call tell me that someone will call me on 7/16 and we will fix it. On 7/16/13 I call back and I ask for [redacted] and I speak to [redacted] and first she tells me that the technician didnt' show because they were waiting on me to confirm a call back that I had the parts. I was very upset. I had confirmed to the technician from [redacted], the Supervisor [redacted] at [redacted] and to all the customer reps at NEW Warranty on all my previous calls that I had the parts and was scheduling them to come out and install them. In fact on one call they said he will have to trouble shoot the call and order parts and I said you wont' have to, the parts are already here. she is going to dispatch a Service Specialist to research the issues. On 7/16/13 - still no [redacted] apology, no NEW apology, just we are trying to get this right statements. On 7/17/13 we still do not have an appointment and I call back and speak to [redacted], [redacted] and [redacted] - all supervisors at NEW Warranty and I beseech them to refund my warranty price of $199.99 and call it even and I will install the parts myself - thereby voiding my warranty. They promise to fix it. No one offers me anything for this mess. They indicate they will have a specialist look into it again. On 7/18/13 they tell me that a tech had been contacted again and that he should be calling me, that is at 10 AM CST. This makes 5 phones calls 3 days in a row to tell me a service management specialist will look into it...Finally at 4:15 PM CST they have to call the [redacted] again to tell them again to call me. at 4:30 CST he calls to set up the appointment. The technician from [redacted] is rude to me, he acted like this mess needed to be fixed and that it was my fault. I called [redacted] back at NEW Warrantly on 7/18/13 at 5:40 PM CST to tell her that I was upset by the rude behavior or the [redacted] Technican and she shared with me that [redacted] felt they had completed the repairs and that is why they were not responding to repeated phone calls? How do I trust this company with the continued misstated facts? Now the [redacted] tech is supposed to show up at 5 PM CST on Tuesday 7/23/13. I wanted him to come sooner since this has been going on for over a month now. I called NEW Warranty back and asked what is the deal...isn't anyone caring that I have spent weeks and hours on the phone trying to get my warranty honored? They said the tech told them the treadmill was fixed? How can I trust this company - both NEW And [redacted]? I am going to open one up with [redacted] and with [redacted]'s [redacted] too. I called [redacted]'s and they told me they couldn't do anything, that I bought the warranty from NEW and that is who I have to work with. NEW tells me I have to work with [redacted]. Nothing is worth this ... my husband is now taking off work to be here Tuesday because to be honest as rude as the technican was to me on the phone and the fact he was upset we were still 'causing noise' I am afraid to be here alone to wait for him to show up.Desired Settlement: I would like either a new treadmill and not a refurbished treadmill or a full refund of my $199.99 warranty I purchased on 9/23/10. Personally I think I deserve compensation for all these phone calls, my time off of work to make them and my warranty. Not to mention I still have a non-working treadmill.

Business

Response:

July 30, 2013

Review: Purchased a product with Asurion, Inc. insurance. When the product was opened it was defective and Asurion has refused to replace the item.

I would like a replacement for the 2DS that I purchased from [redacted].com. I ordered the product July 15, 2014 and opened it August 1, 2014, the product came damaged with scratches. I would like the product replaced, if the product can't be replaced then I should be refunded the $129.00 that I paid. [redacted] states that this company would handle the issue because it has been 14 days from the time of purchase and the electronic policy is for 14 days.Desired Settlement: Again I would like a replacement 2DS or $129.00 refund as promised in the warranty information.

Business

Response:

August 25, 2014

Review: Called for tech support, checked that I still was under my purchased warranty and was informed that I was. I was not warned of the possibility of any impending charges if we proceeded with the call. A few minutes into the call was informed I would be charged $49.95. I believe that this practice is illegal as it was my understanding that a customer has to be informed ahead of time if they are to be charged. I do not know if I will be sent a bill.Desired Settlement: I want to ensure that this is not a common practice as it does not seem ethical and I hope is not legal.

Business

Response:

July 23, 2014

Review: Very disgusted. Was told they would fix phone within 24 to 48 hours but each day they change the start time and even talked to supervisor.

My service request number is [redacted]. [redacted] received it on the dock, I have talked to 3 customer service reps, and a supervisor named [redacted]. Each time the person has not been friendly, but the second customer service was nasty and hung up on me. First they told me 24 to 48 hours from when I ship it out I will get the reimbursement (I'm currently without a cell phone and no way to get to work), so I did it on a weekend so I wouldn't be without but a day at most. I called Monday after it had not come and was told their system did not get a scan until Saturday night so it wouldn't reimburse until Tuesday. I call back Tuesday and the nasty woman told me Saturday did not count as business day so it would not fund until Wednesday. Just got off the phone for Wednesday and was told they received it yesterday as the tracking number shows by [redacted] on docks, but their system doesn't count hours until Wednesday morning for some odd reason. Then talked to supervisor who told me it will now be 24-72 hours from Wednesday morning because system scan failed but she could possibly do nothing about and basically had the attitude of too bad. Very pissed off and will never buy a replacement plan from asurion again, I am telling everyone I know, posting on every online forum, and I work in sales so I'm making sure to recommend, DO NOT BUY!!!, so far I've talked 10 people out of it, and I'm going to continue to save people the stress and headache that has become me.Desired Settlement: I just want the gift card so I can go get my cell phone, and maybe to teach your employees to be nicer and instead of just telling me what I can see online at home and know nothing else and can do nothing else, even supervisor. Waste of space.

Business

Response:

July 11, 2014

Review: The refrigerator continues to fail and repairs are not timely nor are they sufficient.

Let me preface the following by saying I have a 4 month old baby. When she was born, her esophagus was not connected to her stomach. As a result, she has medical needs that include refrigerated medicine.

The following timeline and complaint will also be sent to [redacted], as both companies have failed me as a consumer.

7/6/13: My ** refrigerator ([redacted]), purchased in February 2013, would not cool.

7/14/13: As a result of confusion regarding who'd repair the unit ([redacted] vs. Asurion), service was not rendered until this day. Asurion had sent a contractor prior to 7/14, however this contractor advised he could not repair the unit b/c it was still under the manufacture's warranty. This is our first issue with the customer service. It took hours on the phone to determine which party should repair the fridge, hence 8 days without a fridge.

7/22/14: The unit would not cool resulting in a loss of food, and this time, formula and much needed medication for my newborn. Asurion scheduled service for the following day.

7/23/14: In an attempt to confirm the appointment, I called the contractor that Asurion provided... they had no record of a appointment request. After a long phone call with Asurion, they rescheduled my appointment with another contractor for the following day.

7/24/14: Contractor repairs fridge.

8/13/14: The unit would not cool again. This time Asurion could not schedule service until 8/19. After literally screaming for an earlier appointment and many many phone calls, they advised they'd do their best to get someone to us earlier.

8/15/14: Asurion calls me to advise I do not qualify for a new fridge. I complained about their repair turnaround time. The rep advised me they have 5 days. However, my call on 8/13 resulted in an appointment 6 days later.

8/16/14: Service call made. The fridge had started to work again. Because we had unplugged it, and then plugged it in again, the memory was erased and there was nothing the technician could do. Had we known diagnostics could not be run pursuant to unplugging the fridge, we would have refrained from doing so.

8/31/14: The unit would not cool again. This time we had over 25 people at our house for a BBQ. Therefore, the monetary loss of food exceeds the $300 cap (we have approximated $415).

9/1/14: Called Asurion, service is scheduled for 9/3.

9/2/14: Fridge starts working again

9/3/14: Service call made, technician advises the compressor keeps going off. Suggests either replacing computer or getting new fridge.

9/4/14: Technician calls to advise Asurion declined replace fridge and also declined to repair it.

The fact that the fridge goes on and off is a severe problem. Even though it goes back on, it's only after loss of food. I cannot keep food, and more importantly, my daughter's medicine, as the fridge is obviously unreliable. I fridge shouldn't work only sometimes.

This has been an infuriating experience. My primary concern is my baby, [redacted]. [redacted]'s food and medicine require a fridge. We now have a back up fridge in the basement. Prior to that, we were staying at other people's homes. in addition to food and medicne, [redacted] requires my time and attention, which is impossible to provide while fighting on the phone for a timely appointment and/or a new refrigerator. I have spent HOURS on the phone with Asurion and can honestly say their customer service and lack of empathy are disgraceful. I am looking for Asurion to provide me with a new fridge ASAP along with all funds lost due to food loss ($1015).Desired Settlement: I am looking for Asurion to provide me with a new fridge ASAP along with all funds lost due to food loss ($1015).

Business

Response:

September 18,

2014

Review: I purchased a [redacted] computer from [redacted] May of 2011, I also purchased the [redacted] Assurance 3yr service plan (which is effective after expiration of manufacturer's warranty). The sales rep that sold it to me as well as my plan documents state "Except for power surge and coverage for accidental damage from handling, which begins on the date You purchase Your Covered Product, coverage is effective upon expiration of the manufacturer's parts and labor warranties." [redacted] warrantied my product for 1yr. So my computer should be covered through May of 2015. When I called to file a claim,I was told my coverage had expired?Desired Settlement: I would like the faulty hard drive replaced.

Business

Response:

November 19, 2014

Review: I purchased an [redacted] Air Bed on 06-06-2014 from [redacted].com website along with the Warranty for the product. I contacted Asurion about filing a claim on the airbed to get it fixed or get a replacement because the top seals on the airbed came apart so when you air the bed up, it creates a huge bubble on top of the bed and you cannot lay on the bed at all without rolling off on the floor. Upon contacting Asurion to file the claim I was advised that this defect was not covered and that the only thing covered on this particular item was the built in electric pump only. That is not what my warranty states. I was advised by Asurion customer service to contact [redacted] or [redacted] for assistance and upon contacting them I was told that my warranty with Asurion does cover any damage or manufacturer defect in workmanship with the product. I called Asurion back and was advised that their policy is that it covers the electric pump only. I am now out of the money for the bed as well as this warranty that I purchased because [redacted] only has a 90 day return policy and [redacted] does not offer any manufacturer warranty at all. This is what it says on the Asurion website when I log in to my account: Real life coverageThese breakdowns really happen. Most important-your Protection Plan anticipates these failures and streamlines your rapid return to life as you like to live it.Your plan covers failures due to*:Normal wear and tearDefects in materials and workmanshipMechanical or electrical breakdowns (even from everyday use)Internal heat, dust and humidityPower surgesAnd sometimes, even more depending on your purchase.*Limitations and exclusions apply. Please see your terms and conditions for complete program details.Terms and conditions do not state that electric pump covered only!

Product_Or_Service: [redacted] Air bed with 2 year warranty plan

Order_Number: [redacted]

Account_Number: [redacted] ref no [redacted]Desired Settlement: DesiredSettlementID: Refund

I really want the product replaced and the warranty reimbursed because it is of no use to me. I would also like for the terms and conditions of the product warranty to be updated to reflect what they will and will not cover because it does not clearly state that.

Business

Response:

November 6, 2014

Case # [redacted]

[redacted],

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

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

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

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

I purchased an [redacted] Airbed June 6, 2014 from [redacted].com with a Warranty. I submitted a claim with Asurion after the seals began to fail. Upon contacting Asurion I was advised this type of problem was not covered by the Plan and that only the electric pump was covered. I was advised to contact [redacted] who stated the Asurion Warranty does cover damage or a manufacturing defect with the product.

The desired resolution listed in your complaint is to have the product replaced and the cost of the warranty reimbursed.

A review of your service history for the replacement plan you purchased has been completed. The research revealed your claim was denied due to a non-covered failure. I attempted to contact you on several occasions to discuss your concerns. I was unable to speak with you, but left voicemail messages each time requesting a call back at your convenience. As of the writing of this letter I have not heard from you. You remain welcome to call me at ###-###-####, or if you prefer you may reach me via e-mail at [redacted]@asurion.com.

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

Regards,

Ken P[redacted]

Compliance Coordinator

[redacted]@asurion.com

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I purchased an [redacted] computer from the [redacted]. At the same time I purchased the insurance for the computer. Recently I unfortunately had some software issues with the computer and had to send it to Asurion for repairs in the provided shipping box (service request# [redacted]). The company corrected the original issue with the software and returned it to me in an undamaged box. After I received the computer back I noticed that there was a big dent in the top left corner and the computer screen and the computer would no longer stand up as it should, after further investigation I noticed that the entire screen stand arm was noticeably bent to the point of showing stress on the stand. I then called the company again to figure out why my computer was returned to me broken. The company sent a new box to ascertain the problem. Today I received the computer back in an undamaged box and the company made no repairs but now the stand is even more bent(service request# [redacted]). The company included a letter inside the shipping box stating that they would not fix cosmetic damage. The damages were caused while Asurion had the computer. I called Asurion right away and spoke with a woman that said that I wasn't able to talk to a supervisor for 24 hours and that they didn't fix my computer because they received it damaged. I explained to her that was why I sent the computer back because they caused the damages. A couple of weeks after they had my computer the 2nd time I called Asurion to ask them where my computer was. I spoke with Julie H[redacted], and she told me that she was going to send a request to the technician to find out what was taking so long. On Oct 23 she sent me an email update saying, "[redacted], We received information from the technician. They are trying to obtain the base cover for this computer in order to get this repaired. Awaiting eta for part and repair. Will keep you updated once have more information." Yet they didn't replace the base cover nor did they repair the damage.

Product_Or_Service: IMAC computer & 3 year service planDesired Settlement: DesiredSettlementID: Replacement

I would like to have the damage caused by the company repaired using the correct parts or replace the computer with the same make and model.

Business

Response:

November 10, 2014

Review: I filed a claim with walmart extended warranty department and its been about a month and still have not received my item as yet.Requesting Full Refund

I filed a claim with the extended warranty dept on June 3rd for a repair on lcd 32 in samsung tv that was no longer working. Was advised quick 3 day turn around time. When they received the item it took the department 4 days to respond to tell me additional parts would be needed.According to the policy I was supposed to receive a response witin 3 business days or full money back guranteed. Spoke to a manager on June 15 was advised 7 to 10 business days max turn around time to fix tv or else will issue full refund. Its now been over that time frame called claim department refuse to refund money for tv or warranty policy. They stated they have no ETA on repairs either.Desired Settlement: I am request for a full refund for the additional warranty purchased and for the TV that has not been fixed sent in to your warranty provider

Business

Response:

July 26, 2013

[redacted], [redacted]

Complaint ID#[redacted]

Dear **. [redacted]

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

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

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

According to your complaint filed with the Revdex.com, you filed a claim with [redacted] Product Care plan. It has been about a month and you have not received your Samsung 32” LCD TV back from N.E.W. You state the plan offers a guarantee of you receiving a response regarding the status of your repair in 3 days or a full money back guarantee. A manager you spoke with on June 15, 2013 promised you a complete repair in 7 to 10 business days or a full refund would be issued. The last time you called for status or your TV repair you were not provided with an estimate of time for the repair to be complete and no refund has been made.

The desired resolution listed in your complaint is to receive a full refund for the plan and your TV that has not been repaired.

A review of your service history for the service plan you purchased has been completed. The research revealed your television being delivered to you on July 2, 2012. I called the contact number in your complaint on July 24, 2013 and left a message to verify you receiving your television back on July 2, 2013. I asked for a return call to validate your television being received in working order and that you had no additional questions. To date I have not heard from you.

I hope your television being repaired under the service plan you purchased for it 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:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I was away on vacation and indicated this to several managers and should of been noted on the account. I am still having problems with the television set and yes I did receive the television set after the promise date. This is unacceptable service that your management team has provided and requesting a shipping address with an Rma for a full refund. I never dealt with a company that takes a month to repair an item and then not fix the issue. I hope to get this issues resolved ASAP!

Regards,

Review: I purchased a service contract at [redacted] in May, 2011 to cover my son's laptop for an additional 3 years. The screen on the computer is white and company refuses to repair citing a tiny crack on the corner of the computer near where the power cord inserts. The supervisor I spoke with, [redacted], acknowledged that the screen not working is unrelated to the tiny crack near the power plug but nevertheless he said I have to replace the casing and repair all physical damage before they will repair the computer because they will not touch a computer which has any sign of physical damage whatsoever.

MY CONTRACT DOES NOT STATE THIS! If it had, I would not have bought the protection because a laptop which has been used normally for 3 years is going to have some cosmetic wear and tear. So, it's bait and switch advertising and a violation of their own contract which says that that it covers "Breakdowns due to normal wear and tear, Breakdowns due to mechanical or electrical failure, etc"Desired Settlement: Repair the computer.

Business

Response:

May 16, 2013

Review: I purchased a [redacted] Laptop from [redacted] in March 2012 and paid over $800 with extended warranty. I sent it in to the warranty company and they changed my hard drive in March 2014. They did not send me any recovery discs for this laptop and I did not realize I could NOT reformat this laptop as I had previously w/the original hard drive. I have called [redacted] and they are wanting $76.15 to send me a recovery disc. I called the Warranty company who changed out my hard drive and they refuse to resolve this issue and send me another disc or anything because it was "outside their 30 day grace period". So now I cannot even reformat my laptop back to factory standards because I do not have this disc to reformat it. Before sending in my laptop I did make a recovery discs for my original hard drive but it is not any good and I cannot even use it. So now I am screwed unless I pay $76.15 for [redacted] to send me recovery discs. This was NOT my fault that they changed out my hard drive nor send me any recovery discs or anything for the laptop. I am highly upset that this has happened because my laptop is in need of a reformatDesired Settlement: I want a recovery disc sent w/the [redacted] information like what was on my original hard drive. I am on a limited income and cannot afford to purchase a recovery disc from [redacted] just to reformat my laptop.

Business

Response:

September 29, 2014

Review: I purchased a printer for 149.99 from [redacted] in [redacted], NC and added the 2 year extended warranty. At the time of purchase I was told that the extended warranty covered everything and all I needed to do was return to the store if there was an issue with the printer and it would be replaced. The printer has now stopped working and upon contacting [redacted] I was referred to this company as the company that handles all warranties with them. After contacting them to get a replacement printer I was told that it was still within the manufacturers warranty and that there was nothing that they could do to help me. I will paste in the warranty info below but I was able to pull it up online even though I cannot find my original receipt. I was told that they are a third party warranty company and that regardless of what I was told in the store there was nothing that could be done for me. If a business allows someone else to sell their products and you do not get the terms of the agreement until after the purchase has been made then that business should honor what was told to the consumer at the time of purchase. The cost of the printer is $149.99 plus the warranty which I believe was $20 - $25. I just want my printer replaced I do not care to get a refund but they refuse to help me.Desired Settlement: I would like to have my printer replaced

Business

Response:

See Attachment

Review: I purchased a HP Laptop at our local Sam's club with a 3 year extended warranty. My daughter 's laptop slipped off of her bed onto wall to wall carpeting but it fell onto the plug. We sent the laptop to the warranty company for repair. They denied repairing the laptop due to them stating it had compression damage, but the screen was fine and was being used for 3-4 months before we sent it in for repair. We sent it in for the plug not always staying in and the cd not always reading disk. Received it back with a cracked frame around the screen turned it on it said critical error fan failure and would not load anything. We received the laptop back unrepaired but with more damage than we sent it in with. We called the warranty place 3 times telling them of this problem with running into a dead end each time . They keep blaming us stating the laptop can continue getting worse due to problem we sent it in for. The warranty company did more damage to this computer than we sent it in for. We took the computer to [redacted] and were told that it will cost more to repair it than it would to buy a new laptop. I think that is the reason we are getting the run around with it. Why buy extended warranties if they will not honor them? Please help!Desired Settlement: Repaired or replaced or store credit

Business

Response:

June 14, 2013

Review: I purchased a product from [redacted] in January 2013 with an extended service plan from National Electronics Warranty. The machine started to make some noise so I contacted the service plan program in order to see what my options were. As I had misunderstood the service plan as I thought they would simply issue a replacement product and instead they said that they could only issue a gift card in the amount of the product that I purchased, I asked to speak to a supervisor. They said that a supervisor was not in at the moment and that I should try calling back. I said that I would call back the next day. I did not ask for a claim to be made, nor did I ask for the giftcard to be issued yet as I wanted to first speak to a supervisor. Following this first call, I was issued a gift card in the amount of the purchase that I made. It was not requested by me. I called back and spoke to a supervisor, [redacted] (ID #[redacted]) and retold this story. She continually repeated that since the claim has already been filed, there is nothing that she can do about it. However, the reimbursement was made by them without my authorizing it. She did not revert the process. As I only held this item for 4 months before it broke, I wanted to get the refund amount plus the service plan amount back.Desired Settlement: Service warranty of $20.

Business

Response:

June 13, 2013

Review: I filed a claim # [redacted] was told 4 times I will received instructions on how to send camera back but it's 1 month now and did not get any responsed

Claim No [redacted]. I filed the claim early April for a Canon camera that was given to me as a gift by my son. I was told twice that I will receive in the mail labels and instructions on how to send the Camera back for repair but has not received any. Then I called again 2 times and was told I will receive by email labels and instruction on how to send it back for repair. Almost 1 month is going to go by now and I still has not received any labels or instructions on how to send the camera back for repair. It seems the [redacted] protection plan that my son bought to extend the camera's warranty to 3 years is a scam.Desired Settlement: I want the camera repaired as soon as possible.

Business

Response:

May 16, 2013

Review: Refund of cost of service agreement-company refuses to refund $25.

On 3/1/2014 I purchased a service agreement through [redacted].com order #[redacted]. I purchased this agreement to cover the [redacted] I purchased. Neither [redacted].com nor Asurion provided that information at the time of purchase. It is language that is buried in their 6 font terms of service.

I asked for a refund since I did not use and [redacted] is refunding the purchase price. This represents a form of fraud that leads purchasers to believe they have protection for their products.Desired Settlement: Full refund of the $25 paid for the plan that was not used.

Business

Response:

July 23, 2014

Case # [redacted]

[redacted],

On behalf of Asurion / 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 case number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.

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

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

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

Refund of cost of service agreement-company refuses to refund $25. On 3/1/2014 I purchased a service agreement through [redacted].com order #[redacted]. I purchased this agreement to cover the [redacted] I purchased. Neither [redacted].com nor Asurion provided that information at the time of purchase. It is language that is buried in their 6 font terms of service. I asked for a refund since I did not use and [redacted] is refunding the purchase price. This represents a form of fraud that leads purchasers to believe they have protection for their products.

The desired resolution listed in your complaint is to receive a full refund of $25.00 paid for the plan that was not used.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that N.E.W. was contacted on July 4, 2014 regarding an [redacted] MP3 player originally purchased at [redacted] on March 1, 2014. The reported problem with the MP3 player was that it would not connect to the headphones due to a defective connector. N.E.W. forwarded a return shipping label to you via e-mail with the tracking # [redacted] for you to use to send the MP3 player to one of our service centers. You dropped off the MP3 player at a [redacted] store location on July 10, 2014. Once the tracking number was scanned into the [redacted] system it generated the reimbursement which has an invoice date of July 11, 2014. The reimbursement is provided so that you may use those funds to purchase a new MP3 player. N.E.W. fulfilled the terms of the replacement agreement by approving the reimbursement of the purchase price including tax that you paid for the product. On the inside cover of the pamphlet with the terms and conditions of your replacement plan you will read:

For items below $150.00, we will reimburse you for the full purchase price of the eligible product (including tax). We may fulfill your claim by providing you with a [redacted] Gift Card or e-Gift Card for the original purchase price of the product (including tax).

Under the section of the Terms & Conditions labeled What is Covered you will read:

We may at our discretion issue you a voucher, gift card, or check for the original purchase price of that product, including taxes, as indicated on your sales receipt to return to the retailer to purchase a replacement product. Once you have received your voucher, gift card, or check for your product pursuant to this Plan, all of our obligations under this Plan shall have been fulfilled in their entirety.

You stated [redacted] was providing the reimbursement and you did not utilize the Plan. That is not correct. You did utilize the replacement plan with N.E.W. to receive the reimbursement. N.E.W. partners with [redacted] closely. We have employees located at the [redacted] headquarters in [redacted], AR. This may explain why you believed [redacted] was providing the reimbursement without assistance from N.E.W. We remain unable to fulfill your desired resolution to refund the purchase price paid for the replacement plan as it was the existence of the replacement plan that provided for the reimbursement of your MP3 player. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.

Regards,

Ken P[redacted]

Compliance Coordinator

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: