N.E.W. Customer Services Companies

Review: Purchased a [redacted] for my son at [redacted] in January of 2014 along with the extended warranty. In June he accidentally broke the screen and we called the extended warranty service to have a repair performed. We received confirmation that it was received on 6/26/14, around 10 days later we received notification that it was not able to be repaired and we would be getting a replacement in the form of a $150 [redacted] gift card. I immediately called to verify the address it was being sent to, we do not have local mail delivery and if it was being sent to my street address it would be bounced back as all USPS mail needs to come to my PO Box. The customer service rep assured me it would be sent out through [redacted] and my street address was fine. 7-10 business days later we still had not received it and I called in again and was told no, that it would have been sent through USPS and one would need to be reissued and we should have it in 7-10 business days.. 7-10 business days later I still had not received anything and called in again, this time I was told that they would not resend it until after 15 business days due to having to cancel the prior gift card. On 8/5 I called in again and spoke with an Amanda who spoke with her supervisor Mike to attempt to have another card ordered and that the latest it should arrive was by 8/19. Called back in on 8/23 after not receiving it again and spoke with angie who would have a supervisor call me back on 8/26 to verify if I had received it yet. Received the call back on 8/26 and was told that the 7-10 business days since mailing was not up yet and I would have to wait until it was. I waited until 9/8 to call in again and spoke with Debbie and her supervisor Angelina who was now telling me that the reissued card would be here on 9/11. It is 9/11 and I still have not received the card, I called back in and and now being told it is going to take another 15 days to cancel the 3rd card I have not received and instead of a card they were mailing a check and that they were going to send a message to TRY and have it overnight-ed via [redacted], if not I would have to wait another 7-10 business days.Desired Settlement: I would like the refund that I am owed sent with a tracking number so I can keep tabs on it to insure it is actually sent and to the correct address. I also feel at this point waiting 15 days for them to cancel and another 7-10 business days after that for them to mail is completely unacceptable after nearly three months.

Business

Response:

September 26, 2014

Review: Company will not allow me to submit a claim toward a replacement plan based on a verbal description of the damage to a small electronic device. The terms and conditions of replacement plan state that normal wear and tear and material defects are covered in plan. The company has no process in place to determine root cause of mechanical failures and therefore no intentions to meet terms of contract.

Business

Response:

February 20, 2014

Review: I purchased a product protection plan from [redacted] for my [redacted] that was priced at over $500. the plan promised to protect me for 2 years of owning the product. after a year I sent the product in for a small repair on the screen. the plan states that after receiving the product you will have it back in 3 days! it has been over 20 days and still I have not received my [redacted]. every time I call the company I am treated as if I am bothering them or putting them out. The information they have provided me about the repair has continued to be false. The customer service person I spoke to actually added complaint's to my original claim stating that more repairs needed to be made to the product. I spoke to three different supervisors who all were rude and did nothing to remedy the situation. I was told many times that the [redacted] was going to be mailed back and it never was. after 15 days I was told it was in fact not being mailed back and they needed a pass code for it. once I provided the code I was told it was being sent again only to find out from the repairs department that the code was never put on record and the repairs still are not done! My [redacted] was working perfect the only issue was the screen a small repair that should have been very easy and fast. I feel that the company should be held responsible for misleading me and for withholding the correct information on repairs and return. people should know what they are getting with this so called protection instead of being left to hunt on the internet for a way to rectify any wrong doing.

Product_Or_Service: 2 Year Drop, Spill and Cracked Screen Service Plan

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to see the protection plan description revised with appropriate information and time lengths. I would also like my [redacted] returned as well as the money $89 that I spent on the plan. If my [redacted] is not returned I would like a complete refund $599 for it as well! Not in 20 more days but NOW!

Business

Response:

February 10, 2014

Review: I have a service protection agreement on my HP printer. It quit working so I called the number on the service agreeement and talked to [redacted] . He told me he would send me an address label to send back the printer and I should send it back with all the parts, my receipt and also my ink cartridges that were in the printer and any old cartridges I had. I questioned this several times and he told me each time that I needed to sent in all of these cartridges. So I received the label put the printer, the receipt and an almost brand new colored cartridge, most of a black cartridge along with the receipt that I had paid $45,99 for those two cartridges along with 2 old empty cartridges that could have been taken back to the store for a $6.00 credit on new cartridges. I received nothing for all of this ink when I received my refund for the printer (which was bought during a back to school sale, on tax free weekend and with a $10.00 max perk coupon so this refund is at least $30.00 short of the price of a new printer so I don't call that repacement service only refund service) there was nothing for all of the ink. I called the customer service and talked to [redacted] and then ther supervisor [redacted] about the ink and all I got was that I should not have sent the ink cartridges, they recycle them when they are received so they cannot sent them back to me and they cannot do anything for me, but they would tell [redacted] not to tell people to send in cartridges. If they were received in error why were they not returnd to me?Desired Settlement: I think I should be reimbured for at least partial value of the ink cartridges that were sent in. I could have used the 2 good ones in a new printer and used the other 2 as a trade in for future cartrides so I feel the value is around $40.00

Business

Response:

December 6, 2013

Review: I purchased a PS3 on December 2012 from [redacted] customer service rep. Offered me a warranty plan,so I decided to purchase the warranty plan it covers damages to the PS3 for the two yrs after the one yr. manufacture warranty has expired. My kids started noticing that the system was over heating and scratching the games. I filed a claim with the warrant company on October 7, 2013 I sent it off by UPS. When I mailed off the ps3 it was still in great condition practically new. The problem was when I received the ps3 on October 14,2013 it was not in the same condition my kids noticed it right away I told them leave it in the box and it's still in box. It has a lot of wear and tear on the surface and underneath,scratches, dirty from where it was kept on the floor,grease.I immediately contacted the warranty company they told me some one would be in touch with and no one has contacted me in to this day. At this I'm not even sure if that's my kids PS3 it's so easy to remove the serial number it's a white sticker so I'm asking that Warranty Logistics give a full refund in the amount of $351 that's including my taxes and warranty plan I paid for.

Product_Or_Service: 12/08/2013Desired Settlement: DesiredSettlementID: Refund

I'm asking that Warranty Logistics give a full refund in the amount of $351 that's including my taxes and warranty plan I paid for.

Business

Response:

November 14, 2013

Review: I bought a tablet from [redacted] and it broke. I did however buy the protection on this product. I called the protection company and they emailed me a shipping label and I mailed the tablets back right away. It has been a month and I still haven't received it.

Business

Response:

September 17, 2013

Review: I purchased a extended warranty through [redacted] for a [redacted] vaccum cleaner. On Febuary 6 2013 I contacted national electronics warranty because my vaccum was making a high pitch squeek and not sucking very well. I was told by their customer service represenative that a local business called [redacted] applicance would be contacting me and if they did not to call them and try to get ahold of them. I never received a call from [redacted] applicance . I made numerous attempts throughout the next few weeks to contact them with no response. On March 11 I desided to contact National warranty again since the company they referred never contacted me. I proceeded to tell the customer service rep that I never heard from [redacted] appliance. I also told the rep that the day prior my vaccum was knocked over by my dog and the handle cracked. As soon as the rep heard my handle cracked he told me that my warranty was not longer good since the vaccum had damage. My arguement was that if the original problem would of been fixed in a timely manner I would not be in the situation of national warranty not repairing my original complaint as I am in now. I expressed my concerns with [redacted] and also [redacted] whom stated the same information that I was "out of luck" since the handle cracked. If the warranty company would of fixed my original electronic problem in a timely manner the concern of the handle would never of hindered the repair.Desired Settlement: I want either a replacement vaccum or my original complaint repaired. I purchased both the replacement and repair warranty .

Business

Response:

April 2, 2013

Review: Seven months ago, I purchased a used guitar amplifier through [redacted]. The amplifier was a Carvin V[redacted] combo amplifier, with stock upgrades to the speakers. The stock upgraded speakers were Celestion Vintage 30’s. N.E.W. manages [redacted] extended warranty, [redacted]. I purchased this plan so that if something ended up going wrong, the amplifier would be repaired. About a month after I purchased it, some issues arose. I took it back to [redacted] to have it repaired. There was some miscommunication at this point and a claim was not filed. No harm came from this, as the repair center that it was sent to said that they could not fix it and thus did not charge me. The repair center said that the reason that it could not be fixed was because the necessary part was only available by sending the amplifier to the manufacturer.

At this point, I called [redacted] to make a claim. I relayed this information to them as well as the price of sending it to the manufacturer. The manufacturer charges a flat rate for fixing this amplifier which was well within the limit of liability stated in the Terms and Conditions. [redacted] refused to send it to the manufacturer, instead opting to send it to a different service center. When I received it back from this service center, the problem was not only worse than before I sent it, they had created new problems (the master controls no longer worked).

I then called [redacted] again to file another claim and again asked them to send it to the manufacturer. They again refused and opted to send it to send it to a different service center. I emailed their customer service the next day asking them to reconsider sending it to the manufacturer and they again refused a few days later. Approximately a week after it arrived at the next service center, I received a call from [redacted] saying that they deemed it uneconomical to fix the amplifier and would refund me the purchase price, as per the Terms and Conditions.

The Terms and Conditions state that this refund will occur if the covered product cannot be repaired within the limit of liability. This is not the case; they simply refused to do the necessary repairs despite having knowledge of it.

The refund came in the form of a [redacted] gift card. There are no Carvin V3’s available with the stock speaker upgrade through [redacted]. The refunded amount is not enough to purchase a replacement Carvin V3 even without the upgrade. To then upgrade it myself would cost in excess of $300.

I contacted the service center that it was sent to in hopes that I could pay the bill, salvage the speakers, and try to recoup my losses by selling it for parts. For various reasons, they said that they could not. They also said, as the original service center did, that the parts necessary to repair the original issue are only available by sending the amplifier to the manufacturer.

I have been in contact with their customer service and have not reached any resolution with them. Their responses have been that they will not give me any more money because I would not have received a refund if I had not purchased the plan in the first place. With the refund, the cost of fully replacing the amplifier is more than if I had simply refused to purchase the coverage and paid for the correct repair out-of-pocket.

I contacted [redacted] and was able to get a refund for what I paid for the coverage. But, I have still lost money and will be unable to fully replace my amplifier with what has been refunded because of their refusal to provide the service that I paid for.

I am aware that situations like this will occur when the covered product cannot be repaired within the limit of liability. As I have shown, this is not the case. N.E.W. refused to provide the service that I paid for causing me a loss of money and property.Desired Settlement: My desired outcome is that I receive enough money to fully replace the amplifier, including the upgraded speakers. This is an itemized breakdown of what I have been refunded and the minimum cost of replacement at the time of writing. For all replacement prices I will be using the prices listed by [redacted] as the original refund came in the form of a [redacted] gift card.

Original Refund -$565.76

Plan Refund after contacting [redacted] -$74.73

Cheapest available used Carvin V[redacted] combo amp $599.99

2 Celestion Vintage 30 speakers $299.98

Shipping $12.50

Tax ([redacted] rate of 6.75%) $61.59

Total $333.57

As this table shows, it would take an additional $333.57 to fully replace the amplifier, at bare minimum. This does not include the $9.91 from the original purchase that I have not been refunded.

Therefore, I am requesting a refund of $343.38.

Business

Response:

June 4, 2013

Review: I bought a warranty for one of my canopies from [redacted]. When I had a problem with the canopy, legs broke from a storm, I called Asurion and was told a few times they do not start coverage until one year after the company warranty runs out. When I bought the warranty I was told it covered anything the company does not. I checked the company warranty and they do cover weather damage. When I called Asurion and told the rep this, I was still denied. I requested a supervisor and when I got one, I told them the above and told them that there warranty and read them the terms under what is covered. Since company does not cover weather, they cover it, they have to replace it. She finally agreed. Took info and sent me a label. She said if the item is too big or heavy, I am not to return it and to follow the instructions on what to do. 2 weeks went by. I called and the guy told me that the wrong canopy was selected for replacement. I got tried of being put on hold that I hung up. That same day, I got the return label. No instructions on what to do for being to big and heavy. I am sick of this issue. Seems like they make it so hard that no one will file a claim. I was told the item will be too bog and heavy to return and follow the instructions on what to do to get the refund. I was told I would just need to throw it out by the supervisor.Desired Settlement: I want the money back for the item.I want refund for the warranty I paid for this poor service.Mark correct item for return.

Business

Response:

September 26, 2014

Review: I purchased a new [redacted] stack washer and dryer from the home depote in 2013. I also purchased a 5year protection plan with the product.

My washer broke down approxitmatle 3weeks ago. I call this warrenty company (###-###-####) which home depote told me was my warranty company. The sent a service person to my home within the first week. He said he needed to order parts, and these parts were to be shipped to my home and I would need to receive and store them and he would be back the following week to install them. The following week I again had to take off a day from work to wait for him, however he never came and then when I called in I was told the appointment had been rescheduled for the following week because the parts had not arrived. The next week the inside to a washer arrived at my door. I had to store it until the repairman arrived. I had to take off another day from work to wait for the repairman again. When he did arrive after taking the whole machine apart, he announced that the parts ordered was the wrong part, and that he now would have to reorder the part and come again for service.

I have a sick child in the house, which forced me to have to purchase a new washer and dryer. I have been told by this company that

it does not matter how many times they have had to come out , I will be without a washer until they fix it. I have been passed from one person to the next with the only option being just wait. I have had to spend $1200.00 dollars for another washer because this company will not honor its warranty.Desired Settlement: I would like to be reimbursed for the cost of the new washer and dryer (same type) due to their fault.

Business

Response:

September 25, 2014On behalf of N.E. W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file number. I would like to offer my apology that your experience with N.E. W. did not meet your expectations.N.E.W. Customer Service Companies, LLC and its member companies (N.E. W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. N.E. W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.W. strives to provide world class customer service. Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.Your complaint filed with the Revdex.com is summarized below.You submitted a request for an in-home service repair with N.E. W. for a [redacted]. stackable washer and dryer. The service technician assigned to your repair advised parts would be required. The parts were to be delivered to your home at which point the technician would return to complete the repair. You took a day off from work the following week, however the technician never arrived. The reason provided to you was that all of the parts had not been delivered, and another appointment was scheduled for the following week. When the next appointment was kept, the technician advised the wrong parts were delivered and that he would need to reorder, forcing yet another scheduled repair visit. Due to a sick child at your home you felt it was necessary to purchase another washer and dryer with no other options available from N.E. W. other than to wait for the scheduled repair.The desired resolution listed in your complaint is to receive a reimbursement of the purchase price for the new washer and dryer.A review of your service history for the extended service plan you purchased has been completed. The research revealed you contacted N.E. W. August 14, 2014 to request service for your washer/dryer combo. On August 28, 2014 you contacted N.E. W. to inform us that appointments have been rescheduled numerous times due to either no parts or incorrect parts being delivered. At that time you requested the service repair be escalated and that you were seeking a replacement of your washer/dryer. You were informed your product did not qualify for a replacement. On September 22, 2014 you contacted N.E. W. to state the technician arrived a second time with wrong parts and was unable to complete the repair again. I spoke with you September 22, 2014 and advised due to the delay in service N.E. W. will provide a full reimbursement of the purchase price including sales tax that you paid for the washer/dryer combo. You stated this would provide a satisfactory resolution to your complaint.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 PCompliance Coordinator

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: [redacted] sent 3 times for same issue, received it back mar 17 and still has the same problems. Company is saying we are out of the warranty period.

[redacted] sent 3 times for same issue, received it back mar 17 and still has the same problems. Company is saying we are out of the warranty period which expired in Feb 2014. I wouldn't be requesting service again if the issue was repaired initially.Desired Settlement: Request replacement or refund.

Business

Response:

June 20, 2014

[redacted].

Case # [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 state the following;

You sent your [redacted] to N.E.W. on three different occasions for the same issue. After having it returned to you March 17, 2014 the same problem remains. You were advised the extended plan expired in February 2014 and no longer qualifies for service.

The desired resolution listed in your complaint is to receive a repair or replacement of the [redacted].

A review of your service history for the replacement plan you purchased has been completed. The research revealed that N.E.W. attempted to repair your [redacted] on three occasions. These repairs were marked as complete in August 2013, February 2014, and March of 2014. While the final repair did occur after the expiration of your extended warranty, because we performed service on your [redacted] it should be considered a third repair which was unsuccessful. As such we feel it is appropriate to utilize the “no lemon” policy and provide a reimbursement of the purchase price to you. I attempted to contact you on three occasions leaving a voicemail message each time with my name and phone number. To date I have not heard from you. If you would like to accept our offer to reimburse you for the price of the [redacted] please contact me directly at ###-###-#### or by e-mail at [redacted].

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

Regards,

Compliance Coordinator

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer

Response:

Revdex.com and [redacted],

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Unfortunately, I did not receive any phone calls from the business, and curious if I mistyped my phone number. To ensure the information is accurate, my phone number is ###-###-####.

Review: I got an email stating my repair was completed on Friday, May 30th. [redacted] tracking states my item hasn't been taken to [redacted] for shipment back to me.

I filed a claim with my Walmart Protection plan, and shipped out my item on Friday, May 24th. My Service Request number is [redacted]. A week later, on Friday, May 30th, I received an email stating that my repair had been completed, and that my claim was finished. I waited 24 hours, the time requested in order for tracking information from [redacted] to be updated, only to find that my item had NOT been shipped out yet, and that only a shipping label was created. That was this past Friday afternoon, and it is now MONDAY and still the tracking information has not changed. The only difference is I paid $3.50 extra to upgrade my shipping to [redacted] Ground, which, if it were shipped out on Friday as the email claimed, would have given me my product back by tomorrow. But since it has NOT been shipped off yet I don't see that happening. You shouldn't send out "Claim Complete" emails until the product has been sent to [redacted] for shipping back to the recipients. Here, I thought I'd get my product back tomorrow, but your company is dragging its feet to get my product back to me. I'm very dissatisfied with my experience with your company.Desired Settlement: I paid $3.50 to upgrade my [redacted] service to Ground, figuring I'd get my product a day sooner. If I could get my $3.50 back for all my trouble and frustration that would be wonderful!

Business

Response:

June 11, 2014

Review: I purchased a product care plan and when I called to use it, they refused, telling me it is under manufacturer's warranty.

I purchased a vacuum cleaner through [redacted].com, less than a year ago, and I purchased the product care plan because everything you purchase is made in China and is not good quality, so it's a good back up plan. Well, I discovered today that it's not a back up plan, at all. My vacuum hasn't been working properly for months, it's so loud that I need earplugs (my ears will ring when I turn it off), then it's not suctioning properly (not picking up), the switch for height setting (low carpet vs. high carpet) isn't working and doesn't make a difference in suction, regardless of floor and there's a piece of the frame hanging off. I called the number for customer service after reviewing the brochure that states (clearly) that when you purchase their plan, you get "coverage above and beyond the original manufacturer's warranty on your products", including "Failures or breakdowns including those due to normal wear and tear." But when you call they tell you that you must call the manufacturer because you must utilize their warranty before they will kick in the warranty that you purchased (product care plan) that is supposed to cover these things. In addition, on their brochure it states that you'll have "Fast Service - Reimbursements in as little at 24 hours for products under $150 (our purchase was $79.98). I asked them why am I supposed to call the manufacturer when you are the company that I purchased the warranty coverage through and why does your brochure state that you'll reimburse or replace, when clearly you don't . I was told twice, by the first person that came on the line and by the supervisor that I needed to read the fine print on the paper, hidden inside the brochure. There is a line in this long, written "Terms and conditions" that states: REPLACEMENT PRODUCT: We may replace your product with a new, refurbished, re-manufactured or a product of like kind and quality that performs to the factory specifications of the original product." That was never offered to me. It was a hard-line: we cannot help you, go to the manufacturer. I didn't purchase a warranty from the manufacturer, nor was I told of a warranty with them, until today. This is dis-honest and mis-leading. So, don't ever purchase a product care plan, if you plan to get something replaced or a refund when the product isn't working. All you will get is the run-around. It all sounded very scripted and protects their self-interests but they have no interest in helping the customer to be satisfied. To be sure, I finally did call the manufacturer and they told me that they are going to replace the product for me. We'll see. I am not a repair person, that is why I purchased the product care plan coverage, in case this product didn't function. This company doesn't have any desire to serve or help the customer! I will never purchase their product care plan again.Desired Settlement: All I wanted was for them to honor their agreement, to cover the product, if it isn't working as it's supposed to. That's it. Do the right thing.

Business

Response:

November

12, 2014

Complaint

#[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 state the following:

You purchased a product care plan and

when you called to utilize it N.E.W. refused to file your claim. N.E.W. advised

you your vacuum was still under the manufacturer’s warranty. You were unaware

your vacuum carried a 1 year manufacturer’s warranty until you called to

initiate a claim. The manufacture has been contacted and you have been advised

they will replace your vacuum.

The

desired resolution listed in your complaint is for N.E.W. to honor the Product Care Plan agreement and cover your

vacuum.

A

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

completed. The research revealed your call to N.E.W. on October 31st when you were directed to contact

the manufacturer after explaining the concerns you were having with your

vacuum.

Coverage

for power surges became effective on November 15, 2013 when you purchased the

Product Care replacement plan for your vacuum. Any other problems with your

vacuum would be the responsibility of the manufacturer for the first year. N.E.W. had no responsibility to cover

your vacuum when you called on October 31st unless a power surge

caused the problems you were experiencing because your vacuum was still under

the manufacturer’s warranty.

Any

product a person purchases carries a one year manufacturer’s warranty unless

otherwise specified in the paperwork a manufacturer includes with a product.

After

the first year, the replacement plan you purchased for your vacuum continues to

provide power surge protection along with coverage for mechanical electrical

failure cause by defects in materials and/or workmanship, normal wear and tear,

dust, heat or humidity that the 1 year manufacturer’s warranty no longer

covers.

When

you receive the replacement vacuum from the manufacturer, the Product Care

replacement plan you purchased will cover the replacement vacuum until January

13, 2016.

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,

Cynthia R[redacted]

Sr.

Compliance Coordinator | cynthia.r[redacted]@asurion.com

P

###-###-#### | F ###-###-#### | www.asurion.com

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:

It is the same scripted response that I received on the phone from the customer service representative. It is completely misleading to sell someone a product care plan and when they call to redeem it, they are told to deal with the manufacturer, which will try to have you repair the unit yourself by trouble-shooting, which I refused to do. What if I was physically unable to take apart a vacuum? What is the point of purchasing a product care plan with your company, only to be told to go somewhere else to resolve the issue. I want my money back for the product care plan and you should pay for the shipping of the cord and label, back to Hoover. I will never purchase a product care plan from [redacted] again and I will shop through [redacted] or [redacted] or all the other stores (both online and retail) vying for my money!! I am also posting a negative review on [redacted].com.

Regards,

Review: Purchased the N.E.W. extended protection plan for a CANON camera through [redacted]. Website on [redacted] clearly states spills and drops. N.E.W. stated this was not covered under their policy for a camera is not a portable product. Thus, it was an accident and not covered. I paid $199.00 for this protection plan.

Have asked N.E.W. to cancel policy and refund money. I have sent in to cancellations letters and the last was sent via certification mail. Camera was damage, by a spill, on July 24. I contacted N.E.W. August 6, 2013.Desired Settlement: To pay for the cost of the repairs, $1,100.

Business

Response:

September 10, 2013

Review: We obtained extended warranty coverage through Asurion. Despite the claim being approved, it was denied despite the a verbal commitment to honor it.

We obtained a Television set through [redacted] in [redacted], Oregon. At that time of purchase, an inquiry was made to the seller of that extended coverage as to what exactly it would cover, for what time period and any conditions for the claim being approved. At the original time of purchase it was made clear that the TV set would be used in a retail setting. The seller when asked advised that it would absolutely be covered in our circumstances. No brochure was provided to us nor was readily available, nor on display. We purchased this coverage based on the expectation set at that time at the original point of sale. At a later date and well within the coverage period, the set failed with no repair able to be made. I spoke with Asurion and filed a claim at which point the claim was approved and was further advised that a check would be mailed to us to reimburse us in full for the original price of the set. Based on this expectation that was set by Asurion, I then made the decision to return to [redacted] and purchase two items: a replacement set and (once again) the Asurion coverage as it had served us well based on what I'd been told to that point. Another call was placed after the initial claim to inquire as to where our check was and to which address it would be sent. We were advised that it should be arriving at our confirmed address within the next 30 days.

After several months of no check having been received, I once again contacted Asurion and was then and only then advised that the claim had been denied as the set was used in a retail setting. I politely explained the situation and that I was personally advised that it would be covered in our exact setting and usage and also that a check would be sent to us. Based on this, I purchased another TV AND coverage which I never would have done had I known that the original claim would be denied. Not only has Asurion not honor the terms of what the original sales persona and their OWN Asurion claims agent had said, but they then refused to offer any type of refund for either of the extended coverage policies that I'd purchased but would never be able to use. The follow through was so poor and substandard on my claim that no one ever made any additional effort to reach out to me. They claim that one additional call was placed to the number on file but said that there was an "issue" to explain as to why I didn't hear back from them. The phone # provided originally has someone staffed to answer inbound calls. Additionally there is a VM system and no VM was ever left. At one point they had actually even mailed a check for the full $549.99 but had made the check out to an incorrect Payee and so they agreed to have the check resent with the correct payee. They then(unbeknownst to me) refused to approve the replacement check.

I feel that the expectation set by Asurion on two different occasions that my claim was approved should be honored with a check for the full amount as they'd promised originally.Desired Settlement: A reasonable expectation is that they send a check to us in the amount of $549.99 as originally promised not only by the original sales person but by their own claims agents on multiple occasions.

The claim should be registered under:

Service Request Number: [redacted]

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I look forward to working with the appropriate parties to resolve this matter.

Please don't hesitate to contact me at your earliest convenience for any additional inquiry.

Tha

Business

Response:

[redacted]

[redacted], OR [redacted]

Case # [redacted]

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

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

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

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

A television was purchased with an extended service plan at a [redacted] store in [redacted], Oregon. You explained the television would be used in a retail setting and received assurance the extended service plan would provide coverage in the event the television failed. During the coverage period the television did fail to work properly. A claim was submitted and approved. You were advised a reimbursement check for the full amount of the purchase price paid would be forthcoming. You made a second call to N.E.W. after submitting the claim to confirm your address. You received assurance the check would arrive within thirty days. After more than a month passed you called to inquire on the status of the check and only then were you advised the reimbursement had been canceled due to the television being utilized in a retail setting. At one point a reimbursement check was issued, however the wrong name was printed on the check and could not be cashed. With this information N.E.W. refused to reissue the reimbursement.

The desired resolution listed in your complaint is to receive the reimbursement you were twice advised had been approved.

A review of your history for the service plan you purchased has been completed. The research revealed N.E.W. was contacted May 28, 2014 regarding an issue with the television purchased at [redacted]’s. After a description of the problem was provided, parts thought to be required were ordered. After a week passed with the parts not arriving a decision was made to provide a reimbursement of the purchase price paid for the television. The check was issued to the person’s name N.E.W. had on file. This person no longer works at your business and you were unable to cash the check. You followed up with N.E.W. to explain the situation and were advised the check would not be reissued due to the television being used in a commercial setting.

The extended service plan should have never been sold to you upon our knowledge at the point of sale that the television would be used in a retail setting. As your claim was denied only after we provided an extended service plan, approved a claim, and issued a reimbursement check it is only right to complete the claim request. I spoke to you Wednesday September 24, 2014 to apologize for a less than satisfactory experience. I stated I would submit the reimbursement request in the form of a check which you receive within 5-7 business days. You indicated this would provide a satisfactory resolution.

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

Review: This complaint was typed by Revdex.com personnel for consumer who is blind: Purchased a tread mill from [redacted]. [redacted] brand purchased Aug. 2011. Purchased extended warranty. Has contacted warranty company after a technician evaluated it and said that it would cost more to fix than to replace.

The company sent a letter that said, within ten business days, you will receive a check $309.00. Called them every ten days for about six times 9th, 14, ten days after that and then ten days after that....

The company said that they have sent it. Ten days later they said that they didn't send it yet. Ten days later they said it had been cashed. He told them that he did not get it or cash it. They told him they would send an affidavit for him to take to the police. He waited ten days and he did not get it. He called and they said they would send it again.

He said enough is enough. I want my refund.Desired Settlement: I need the check for $309.00.

Business

Response:

September 5, 2014

Review: On April 15th, I called to open a warranty claim with National Electronics Warranty (N.E.W) for our washing machine. Since doing so, I have gone back and forth with them and the repairmen to get the our washing machine fixed. They say repairmen have to send info to authorization department. Repairmen say they have already sent that info previous times to the authorization department. At first N.E.W said there were no parts available. Repairmen said they sent part numbers as they did find them from manufacturer, but, N.E.W has yet to respond. I've placed many calls with no success. Seems all they do is tell me to keep telling the repairmen to keep sending the information out. Seems N.E.W never receives it or ignores it. Today being June 15th marks exactly 2 months since I first called in to open the claim. I have been told 2 previous times that information was gonna be sent out to a supervisor, but nothing has been done

Contract/claim can be found using the phone number [redacted] I use that number so they can open up my claim whenever I call in.Desired Settlement: Simple, either fix the washing machine or provide a payout.

Business

Response:

See Attachment

Review: Product we purchased stopped working. Sent in the product with shipping label provided and was told we would receive refund within 48 hours. It has been over a week and still have not received anything. Made numerous phone calls and spoke to 6 different people 6 different times. Each time we were told wait 48 hours and we would receive our refund. Talked to supervisors and still no refund.Desired Settlement: We would like a refund of the broken product we sent in ASAP. That's what we bought the product replacement plan for. I feel it is unnecessary to have to wait so long to get this resolved. We did our part in sending it in.

Business

Response:

June 20, 2013

Review: They are refusing to honor my $60 replacement plan.

Purchased a $60 2 year replacement guarantee with my phone, now they are refusing to honor the replacement and want to refund me the sale amount, not the full product purchase price. which after is all said and done and I purchased the same phone to replace mine with insurance I will have spent about $600 on my "replacement" phone.Desired Settlement: I want my phone replaced same make and model, color doesn't matter.

Business

Response:

June 2, 2014

Review: They have had my tablet for a month. I still have not received compensation for it, when they told me on May 2 it could not be fixed

I had [redacted] for 44 days the screen cracked, they had me send it back to fix. It took 15 days to get there w/ the shipping label they provided thru [redacted], sent to ny from ri. They said they were fixing it, sent me an email a week later saying they had to order parts, and they a week later they said it couldn't be fixed. I think it just wasn't cost effective since it was so new and they would have had me for another2 yrs w/ all the upcoming problems, and the insurance only cost $60, but my opinion. May 2 they sent an email that said they couldn't fix it and they were sending a gc for the cost of the tablet it would take 10/15 business days. On May 11th I broke my iPhone, same thing cracked screen, filed a claim that sun night at 10 pm and they had me a new phone by tues may 13 at 230 pm. But the [redacted] I pay a monthly fee to them for insurance, as well as an additional $125 when the phone broke. I called on May 15 th and their manager [redacted] said I should be patient, it didn't go out until may 6th, so they had until May 19th to get [redacted] me. They obviously have the capability of getting a gift card in the mail from anywhere in the us to ri in less than 15 days. My countdown shouldn't have to start 5 days after they said they would send the card. Plus if they can have a phone here in 36 hrs from sun night, they can put a stamp on an envelope. They wherein no rush because this wasn't a money maker for them.Desired Settlement: I think they should have to offer me the $60 cost of the new warranty. I only had it for 44 days, they never really intended to fix the product and kept me waiting longer than the original 44 days I spent with the product

Business

Response:

June

2, 2014