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BBB Accredited Business since

N.E.W. Customer Services Companies, LLC

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Phone: (800) 942-8763 View Additional Phone Numbers Corporate Office - 22894 Pacific Blvd, Suite 122, Dulles, VA 20166 View Additional Email Addresses http://www.newcorp.com

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Description

The company is a third party administrator of extended service plans, buyer protection services, and product support programs.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that N.E.W. Customer Services Companies, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for N.E.W. Customer Services Companies, LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 586 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

586 complaints closed with BBB in last 3 years | 174 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 3
Delivery Issues 13
Guarantee/Warranty Issues 216
Problems with Product/Service 340
Total Closed Complaints 586

Additional Information

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BBB file opened: October 01, 1996 Business started: 01/19/1983 in VA Business started locally: 01/19/1983 Business incorporated: 08/12/1997 in DE
Type of Entity

Corporation

Business Management
Mr. Anthony P Nader III, President /CEO Mr. Fredrick D Schaufeld, Chairman Ms. Kristin Shaughnessy, Paralegal
Contact Information
Principal: Mr. Anthony P Nader III, President /CEO
Related Businesses
Guardian Products Incorporated Sam's Club Service Agreements
Business Category

Insurance Services Extended Warranty Contract Service Companies

Alternate Business Names
AAFES-Keep It New AIG Warranty Guard AIG Warranty Guard, Inc. Best Buy Performance Service Plan Renewals Brandsource Extra Protection Jewelry Plus/Jewelry Protection Plan K-Mart Smart Plan Keyguard Maxassurance MTW POWER PLUS PROTECTION PLAN N.E.W. N.E.W. (National Electronics Warranty) N.E.W. Homes Warranty Services N.E.W. Service Companies, Inc. National Electronic Warranty National Electronics Corporation National Electronics Warranty National electronics Warranty Company, LLC National Electronics Warranty Corporation National Electronics Warranty Corporation of Florida NEW Customer Service Companies, Inc. Newcorp Pioneer Performance Guarantee preferred new product protection Service Contract Program Toshiba America Consumer Products Extended Warranty Toys-R-Us Buyer Protection Plan Visa Enhancements Walmart Product Product Care Plan

Additional Locations

  • 22660 Executive Drive

    Sterling, VA 20166

  • 22660 Executive Drive

    Sterling , VA 20166 (800) 861-9389

  • 22660 Executive Drive #122

    Sterling, VA 20167

  • 22894 Pacific Blvd, Suite 122

    Dulles, VA 20166

  • 22894 Pacific Blvd, Suite 122

    Sterling , VA 20166

  • 44873 Falcon Place

    Dulles, VA 20166

  • Corporate Office - 22894 Pacific Blvd, Suite 122

    Dulles, VA 20166

  • Mailing Address  22660 Executive Drive, Suite 122

    Sterling, VA 20166

  • THIS LOCATION IS NOT BBB ACCREDITED

    NEW Altoona431 E. 25th Avenue

    Altoona, PA 16601

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    NEW Coon Rapids111 6th Avenue, Suite 16

    Coon Rapids, IA 50058

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    NEW Crestview5660 John Givens Road

    Crestview, FL 32539

  • THIS LOCATION IS NOT BBB ACCREDITED

    NEW Great Falls321 Central Avenue

    Great Falls, MT 59401

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    NEW Hays3000 NEW Way

    Hays, KS 67601

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    NEW Klamath Falls6000 NEW Way

    Klamath Falls, OR 97601

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    NEW Meridian569 Pippin Road

    Meridian, MS 39301

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    NEW Norcross3110 Crossing Park Road

    Norcross, GA 30071

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    NEW Rapid City1400 Turbine Dirve

    Rapid City, SD 57703

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    NEW Russellville2823 East Main Street

    Russellville, AR 72801

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    NEW Tupelo589 NOrth Coley Road

    Tupelo, MS 38801

  • P O Box 289

    Sterling, VA 20167

  • P. O. Box 1818

    Sterling, VA 20167

  • P.o. Box 1340

    Sterling, VA 20167

  • P.O. Box 1360

    Sterling, VA 20167

  • P.O. Box 1790

    Sterling, VA 20167

  • PO Box 1458

    Sterling, VA 20167

  • PO Box 1846

    Ashburn, VA 20146

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1818

    Miami Gardens, FL 33056

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    3000 New Way

    Hays, KS 67601

  • THIS LOCATION IS NOT BBB ACCREDITED

    448 Commerce Way Unit 100

    Longwood, FL 32750

  • THIS LOCATION IS NOT BBB ACCREDITED

    2310 SE C St Ste 6

    Bentonville, AR 72712

  • THIS LOCATION IS NOT BBB ACCREDITED

    2823 E Main St

    Russellville, AR 72802

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (406) 268-4084(Phone)
  • (406) 455-8000(Phone)
  • (479) 968-9741(Phone)
  • (541) 850-3500(Phone)
  • (601) 553-9400(Phone)
  • (605) 341-8400(Phone)
  • (662) 680-4100(Phone)
  • (703) 318-7700(Phone)
  • (703) 375-8100(Phone)
  • (703) 480-1912(Phone)
  • (770) 416-9222(Phone)
  • (785) 621-3000(Phone)
  • (800) 373-7700(Phone)
  • (800) 462-9824(Phone)
  • (800) 522-4070(Phone)
  • (800) 533-7639(Phone)
  • (800) 861-9387(Phone)
  • (800) 942-8763(Phone)
  • (800) 967-3639(Phone)
  • (800) 989-1282(Phone)
  • (800) 994-7267(Phone)
  • (800) 995-6278(Phone)
  • (814) 947-0500(Phone)
  • (850) 423-7200(Phone)
  • (866) 212-1967(Phone)
  • (866) 212-1975(Phone)
  • (866) 260-4313(Phone)
  • (866) 765-2687(Phone)
  • (866) 805-9095(Phone)
  • (866) 866-5995(Phone)
  • (866) 882-8512(Phone)
  • (866) 894-8526(Phone)
  • (866) 968-6391(Phone)
  • (877) 932-7328(Phone)
  • (877) 968-6391(Phone)
  • (877) 968-6391(Phone)
  • (886) 882-8512(Phone)
  • (888) 237-8289(Phone)
  • (888) 539-6883(Phone)
  • (888) 746-7726(Phone)
  • (703) 788-3845 (Fax)
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Additional Email Addresses

  • - eQuote
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Complaint Detail(s)

4/11/2014 Guarantee/Warranty Issues
4/11/2014 Problems with Product/Service
4/10/2014 Advertising/Sales Issues
4/8/2014 Guarantee/Warranty Issues
4/8/2014 Guarantee/Warranty Issues
3/31/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service
3/29/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/24/2014 Guarantee/Warranty Issues
3/21/2014 Problems with Product/Service
3/20/2014 Guarantee/Warranty Issues
3/15/2014 Problems with Product/Service
3/15/2014 Problems with Product/Service
3/15/2014 Advertising/Sales Issues
3/15/2014 Guarantee/Warranty Issues
3/15/2014 Problems with Product/Service
3/15/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/10/2014 Guarantee/Warranty Issues
3/10/2014 Problems with Product/Service
3/10/2014 Guarantee/Warranty Issues
3/6/2014 Delivery Issues
3/5/2014 Problems with Product/Service
3/3/2014 Guarantee/Warranty Issues
3/3/2014 Problems with Product/Service
3/1/2014 Problems with Product/Service
2/26/2014 Guarantee/Warranty Issues
2/22/2014 Problems with Product/Service
2/21/2014 Problems with Product/Service
2/20/2014 Guarantee/Warranty Issues
2/17/2014 Delivery Issues
2/17/2014 Problems with Product/Service
2/15/2014 Problems with Product/Service
2/11/2014 Problems with Product/Service
2/11/2014 Advertising/Sales Issues
2/11/2014 Problems with Product/Service
2/7/2014 Guarantee/Warranty Issues
2/7/2014 Problems with Product/Service
2/7/2014 Problems with Product/Service
2/5/2014 Guarantee/Warranty Issues
2/2/2014 Problems with Product/Service
2/2/2014 Problems with Product/Service
2/2/2014 Guarantee/Warranty Issues
1/26/2014 Advertising/Sales Issues
1/24/2014 Guarantee/Warranty Issues
1/16/2014 Guarantee/Warranty Issues
1/16/2014 Guarantee/Warranty Issues
1/16/2014 Guarantee/Warranty Issues
1/15/2014 Guarantee/Warranty Issues
1/14/2014 Problems with Product/Service
1/14/2014 Guarantee/Warranty Issues
1/14/2014 Advertising/Sales Issues
1/14/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/6/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service
12/30/2013 Guarantee/Warranty Issues
12/22/2013 Problems with Product/Service
12/22/2013 Guarantee/Warranty Issues
12/22/2013 Guarantee/Warranty Issues
12/17/2013 Problems with Product/Service
12/17/2013 Problems with Product/Service
12/7/2013 Problems with Product/Service
11/25/2013 Problems with Product/Service
11/24/2013 Problems with Product/Service
11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******: I understand your concern and I will assist you today. May I have your first name, last name, and phone number? [1:54 PM] **** ****: **** **** ###-###-#### [1:54 PM] ******: Thank you, **. ****. Is this for a Straight Talk phone? [1:54 P! M] **** ****: yes [1:54 PM] ******: Thank you, one moment please. [1:55 PM] **** ****: When I initially filed a claim, I asked for the e-cert so I could order a phone as soon as possible. It said that I would have that 24-48 hours after the package was scanned. [1:56 PM] ******: I'm looking into your account and it doesn't show a form of reimbursement. Did you want to receive an Egift gard? [1:56 PM] **** ****: that would be fine...the last status update email I got said that a check would be sent via 1st class mail [1:57 PM] ******: I'm sorry, that was sent in error. Is your email *******************? [1:57 PM] **** ****: yes [1:57 PM] ******: Thank you, one moment please. [2:00 PM] ******: One more moment. [2:02 PM] ******: **. ****, I have this put in for you. Our claims department will issue your egift card in 5-7 business days. [2:03 PM] ******: Are you still there? [2:03 PM] **** ****: This is not acceptable. The first claim told me that I would have the egift card in 24-48 hours. This has been over a week. [2:04 PM] ******: I'm sorry but because there was not a form of reimbursement, I had to put that in for you. [2:04 PM] ******: You can call in at ###-###-#### and speak with a supervisor, **. ****. [2:05 PM] **** ****: I put in the reimbursement at the time. Please fix this. [2:06 PM] **** ****: You can speak with a supervisor. I don't have the t! ime...or a phone. [2:06 PM] ******: **. ****, I'm sorry, I put in the reimbursement for you. The time fram is 5-7 business days. [2:07 PM] ******: **. ****, I can't speak with a supervisor for you. If you need to make a complaint you will need to speak with them. I can have one to call you within 4 business hours if you like. [2:08 PM] ******: They can contact you via email if you don't have a phone. [2:08 PM] ******: Would you like for them to contact you via email? [2:08 PM] **** ****: I don't think you underst! and. I don't have a phone. You have my phone. I need this to be fixed now. [2:08 PM] ******: Would you like for them to contact you via email? [2:09 PM] **** ****: I would like for you to flag down a supervisor and ask them what to do to fix this. [2:10 PM] ******: Sir, I did what I was supposed to do to get you your reimburesment. I can't flag down a supervisor. Again, I can have a supervisor to contact you via email you within 4 business hours. [2:11 PM] **** ****: I have a hard time understanding why the wait time for an egift card is longer wi! th you that the standard wait time given by the initial claim [2:12 PM] ******: **. ****, I have explained that above. Because when you filed the claim online the system did not put in the form of reimbursement. Because of that happening, it has to be done manually. [2:12 PM] **** ****: your system error is not my fault...why am I the one being punished? [2:12 PM] ******: Therefore since it is not computer generated anymore, it will have to be done manually. [2:13 PM] **** ****: what is the email address for a supervisor? [2:13 PM] ******: **. ****, there is not an email that I can give you. I have to put it in and one will contact you within 4 business hours. [2:14 PM] ******: One moment and I will put this in for you. [2:15 PM] **** ****: This is very frustrating for me...I am not a happy customer and I will make sure other know of how difficult it is to file a claim. [2:15 PM] ******: Yes sir, I do understand. One moment. [2:16 PM] **** ****: Your company needs to do a better job...They apparently have not empowered their employees enough to ensure custome! r satisfaction. [2:16 PM] **** ****: I'll take this as a lesson learned to say "No" to the cashiers about the extended warranties. [2:17 PM] ******: **. ****, you will be receiving an email from a supervisor within 4 business hours. [2:17 PM] **** **** has left the room

Business Response:

November 4, 2013

**** ****

*** ****** ******

************ ** *****

Complaint ID#*******

Dear **. ****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you filed a claim for your ************ wireless device. You were advised of three different time frames to receive reimbursement for your wireless device as well as two different means (check and electronic gift card) of receiving the reimbursement. This was very confusing to you and when you escalated and asked for a supervisor you were repeatedly told a supervisor would have to contact you via email within 4 business hours. The desired resolution listed in your complaint is to receive a refund.

A review of your service history for the replacement plan you purchased has been completed. The research revealed an electronic gift card in the amount of $197.42 being issued on October 28, 2013. This provides fulfillment under the terms of coverage for the replacement plan you purchased for your ************ wireless device.

I called the contact number listed in your complaint on October 29, 2013 and left a message asking you to return my call. The message also indicated that you should contact me directly with any additional concerns or unanswered questions you may have.

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

Regards,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion / 648 Grassmere Park, Nashville, TN 37211

www.asurion.com / Twitter / Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a service contract for a cellular phone. The phone value is at $600 and the product agreement bought was for a service contract for general merchandise for a 3 year term. The warranty informational packet and fine print say that the product will be repaired or replaced within 3 days. I called to report a cracked screen and nonfunctional screen and was told that I was sold this warranty in error and it cannot be honored. I was told only prepaid phones are covered which is not listed anywhere in the printed information. They offered to cancel my warranty. The warranty says that it covers cracked screens on portible electronics. They told me that they cannot honor this contract even though I have it and I have a sales receipt. I have a year to go on a phone contract and opted to buy *******'s warranty vs from the carrier due to the offered contract with "great" coverage.

Desired Settlement: I want my phone repaired to full function or I want a product replacement.

Business Response:

October 31, 2013

***** ***** *******

**** ***** ******* *

***, ** *****

Complaint ID#*******

Dear **. *******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a 3 year service contract for your cellular device. When the screen on your cellular device became cracked you contacted N.E.W.  You were advised that the plan you purchased had been sold to you in error and a claim could not be honored for your cellular device.     

The desired resolution listed in your complaint is to have your cellular phone repaired or replaced under the plan you purchased for it.

A review of your service history for the service plan you purchased has been completed. The research revealed no record of you calling N.E.W. to initiate a claim for your cellular device. We spoke on October 24, 2013 and I asked for a copy of your receipt for the purchase. Your receipt for the purchase of the warranty was received from you that same day. I called you again on October 28, 2013 and left a message that a copy of the receipt for the cellular device you purchased was needed so your registration could be completed. Your receipt for the phone you purchased was received that same day.   

A decision has been made to honor a claim for you as a onetime customer courtesy due to you purchasing the service plan in good faith that it would cover your cellular device if needed.

A ******* Product Care Plan Resolution Specialist called you on my behalf on the evening phone number listed in your complaint on October 29, 2013. She left a detailed message advising that a replacement device would be sent to you as soon as Product Care received your damaged device. The replacement is new equipment; it is a Samsung Galaxy S3, the same model you purchased. The representative outlined that we are waiving the $49 service fee for customer satisfaction and that this would fulfill your contract.

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,

******* ******* Senior Compliance Coordinator

**************************      

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

Asurion / 648 Grassmere Park, Nashville, TN 37211

www.asurion.com / Twitter / Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like either a full refund, including shipping cost back to Asurian or, preferrably, a replacement tablet for my customer that is ACTUALLY of same specifications as the tablet that I purchase - as stated in the warranty.

Business Response:

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

******** *****

**** ***** ******

***** ******, ** *****

Complaint ID#********

Dear **. *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Middle Tennessee & Southern Kentucky, 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 Better Business Bureau, you purchased a Double Power 9” tablet in November 2012 from ******* along with a warranty guaranteed by Asurion. A claim was initiated for a replacement of the tablet by you. You state you believe an inferior replacement was provided; the replacement was a 7” tablet. When you contacted customer support regarding the 7” tablet you received you were advised that you could send it back and receive reimbursement. The cost to send the 7” tablet back would be incurred by you since you had agreed to receive the replacement instead of reimbursement when you completed your claim.  

The desired resolution listed in your complaint is to receive a full refund for the tablet and the cost to ship it back to Asurion. You also indicated you would accept a replacement with the exact specifications as the original tablet you purchased.  

A review of your service history for the service plan you purchased has been completed. The research revealed that you had not been advised of the difference in the replacement when you completed your claim. Not having full disclosure of the replacement specifications prior to accepting it did not allow you to make the best decision on replacement verses reimbursement.

I called the contact number listed in your complaint on October 21, 2013 and left a message with the woman answering the phone. I let her know that you would be reimbursed for the tablet and the cost to ship it back to Asurion. I provided my fax number to her for you to send me a copy of the receipt for shipping the tablet. She advised that she would ask you to return my call as soon as you could.

We spoke on October 23, 2013 and after discussing your concerns, I emailed a FedEx label with tracking #************ to you at ***************************. This provides you a means sending your tablet back to N.E.W. at no cost to you. The reimbursement check for your tablet will be process and sent within 5 business days of N.E.W. receiving your tablet. 

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,

******* ******, Senior Compliance Coordinator

**************************     

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/10/2013 Guarantee/Warranty Issues
11/8/2013 Problems with Product/Service
11/4/2013 Problems with Product/Service
11/4/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a service warranty when I purchased my mower. I have had to use the warranty once before and at that time, although the warranty stated the servicing provider would come to my home to pick up my mower and return it after completing repairs, we transported it there and back because there would be a delay of more than 2 weeks if we waited on them to come get the mower. Now we are needing repair again and I called Power Plus on 9/01/13 to file the claim. After being given several companies in the area that either don't work on mowers or don't work on my Brand mower, I am now back to one that had a month wait time in the beginning and was told that would be too long to wait. Well, now its nearly a month later and my mower still is sitting on my carport waiting to be repaired!!! This is uncalled for and when I asked Power Plus what they were going to do, they have no resolution to my problem.

Desired Settlement: I would like to return my mower since there is no one to repair it around here, but I definitely would like a refund of the warranty at the very least. They cannot provide the services they promise. Hopefully I can find someone eventually myself that will repair it.

Business Response: October 24, 2013

Dear **. ****,

On behalf of N.E. W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a service warranty when you purchased your lawn mower. The first time you utilized the service plan you were responsible for delivering your lawn mower for the repair and picking it up after it had been repaired. The second time your lawn mower needed service was September 1, 2013. The only service provider available to service your brand (Bad Boy) of lawn mower was the service center you were previously dissatisfied with. As of the date you filed your complaint your lawn mower had not been picked up to be repaired.

The desired resolution listed in your complaint is to be able to return your lawn mower to ******* ****** and be refunded for the cost of the lawn mower and the service warranty.

A review of your service history for the service plan you purchased has been completed. The research revealed that the original service preformed on your lawn tractor was preventative maintenance under the manufacturer’s warranty by ******* ******* ***** *********. Pickup and delivery of a lawn tractor for this type of service (preventative maintenance) is not part of the Power Plus Plan’s responsibility. For preventative maintenance, it is up to the consumer to transport their equipment to and from the local service center.

The second time you contacted the Power Plus Plan on September 1, 2013 for service, the service center ***** * ****** was assigned the repair of your lawn tractor. They advised N.E. W. that they do not repair Bad Boy lawn tractors. Then ******* ****** ******** *** was assigned the repair of your lawn tractor on September 4, 2013, but advised N.E.W. that they were 30 days out in scheduling appointments for repairs. Due to this delay, ******* ******* ***** ********* was assigned the repair of your lawn tractor on September 5, 2013. Notes in your service request indicate that you did not want to utilize ******* again. On September 13th your service request is noted that you could seek out an alternate service center and request reimbursement for the service. This is the last notation in your service request.

After receiving your complaint filed with the Better Business Bureau I contacted ******* and they advised that your mower would be picked up for service on Thursday, October 17, 2013 for repair. I called the contact number listed in your complaint on October 21, 2013 and left a message for a return call from you to verify that ******* had picked your lawn tractor up for servicing.

We spoke on October 23, 2013 and you indicated that ******* had picked your lawn tractor up on October 17, 2013. I let you know that I would follow up with ******* to determine where they were in the repair process. Once your lawn tractor has been repaired and returned to you, I will to contact you to discuss the initial delay in it being serviced.

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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Guarantee/Warranty Issues
10/26/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 01/29/13, I paid $398.00 plus tax to purchase a new Orion TV through my local ******* store located at ***** ********** **** in **** ******* Minnesota. At that time I paid an additional $39.00 for the extended three year warranty through *******. I was told that this warranty would cover cracked screens and mechanical and electrical failures including those due to normal wear and tear as well as defects in materials and workmanship, and failures caused by power surges. On 08/11/13, when I put the TV on in the morning, I heard a strange noise and realized that my screen had cracked. It began as a small circle and eventually ran across the entire screen. When I contacted *******, that same afternoon, I was informed that the Insurance plan did not cover cracked screens because they don’t crack unless they are dropped or hit with something, which is not what I was told when I purchased the contract. They told me I needed to contact Orion directly and get them to fix the screen. When I called the Manufacturer, I was told the same thing, that they would not cover the screen because it was due to consumer error and not a manufacturer defect. No one took the time to even look at the TV to see what the problem was before assuming that I had done something to break the TV. They were rude and condescending, making me feel as though I had done something wrong. As I was unable to see anything through the cracked screen, I was forced to purchase another TV on 08/19/13 paying $448 plus tax. I am requesting my money back on the first TV since it cracked through no fault of my own and ******* misrepresented their warranty program.

Desired Settlement: Honor their warranty

Business Response:

October 11, 2013

***** * *****

** ****** ****

******* ** *****

Complaint ID #*******

Dear **. *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased an Orion TV from ******* on January 29, 2013. At that time you also purchased a 3 year extended warranty that you were advised covered cracked screens, mechanical failures, electrical failures, normal wear and tear, defects in materials and workmanship and failures caused by power surges. When your TV screen cracked on August 11, 2013 you contacted ******* and were advised that the plan you purchased would not cover cracked screens. The manufacturer was also contacted and they advised that cracked TV screens are not covered by their warranty.   

The desired resolution listed in your complaint is receive a refund for the purchase price of your TV due to being provided incorrect information regarding the coverage you purchased for it.

A review of your service history for the service plan you purchased has been completed. The research revealed no registration or service requests for you under your name, address or the telephone number you listed in your complaint. I called the contact number listed I  your complaint on October 8, 2013 and left a message indicating that I needed any alternate number your television may have been registered under.

We spoke on October 9, 2013 and I apologized for any inconvenience you may have been caused. I offered to reimburse you for the purchase price you had paid for your television plus tax. The decision to reimburse you was made for customer satisfaction due to you receiving incorrect information regarding what the service plan you purchased for your television covered. You agreed that this would resolve your concerns and when asked, you had no additional concerns or questions.

A check will be issued and mailed to the address above in this letter and should arrive in 3 to 5 business days 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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had a 46 inch sony tv that i was informed twice by two of their representatives that the part was being ordered to make repairs to my tv and now they are going back on their word and saying tjat it is not covered due to physical damage the last repair man that was out there said he didnt see any signs of physical damage he was who they sent out there, im constantly having to call them for info, they never call me to update me, i have to call them, so finalky one re told me to that there is no need to worry because this issue has been resolved and the part has already been ordered that it will take five days to get in, so still no part or atleast a call so i call them once again and this time i get the representatives name. ****** she yet informed me once again that the part was on its way, so no call or nothing still and i call them back now they say sorry for who told you that but we cant fix it, in my book thats called lying, so i told them i was going to report to bbb

Desired Settlement: they told me twice that this is going to be repaired and i have been waiting for a long time, i have a temporary tv borrowed now that has to be returned soon, they told me they would repair my tv and thats what I expect

Business Response:

October 11, 2013

******* * ********

**** **** ******

******** ** *****

Complaint ID#*******

Dear **. ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you have a Sony 46” TV that you were advised twice by N.E.W. that parts were on order for and the TV would be repaired. In your complaint you indicate that the last service technician who visited your home to diagnose your TV’s problem said he didn’t see any signs of physical damage to your TV. Your claim was denied for physical damage, which is not covered under the terms of the service plan you purchased. The desired resolution listed in your complaint is to have your TV repaired as you were advised it would be.

A review of your service history for the service plan you purchased has been completed. The research revealed that your service request indicates on September 5, 2013, you contacted N.E.W. because you were advised by the service center that that the plan you purchased for your television did not include accidental damage from handling (ADH). This notation indicates that the service center detected damage to your television and would not have advised that a repair or parts would be forth coming. After receiving your complaint, I also reached out to the last service center that was utilized to diagnose your television. Pictures taken by the service technician who visited your home were sent to me on October 9, 2013. The pictures reflect definite physical damage to your television. Unfortunately, without ADH coverage physical damage is not covered by the service plan you purchased for your television.                                       

On October 7, 2013, I contacted you to discuss your complaint. During our conversation, you indicated that N.E.W. had advised that your television would be repaired and parts were on order. This statement conflicts with notations that were recorded in your service request on September 11, 2013, which indicates the caller was advised by the service centers, not N.E.W. that the television would be repaired and parts were on order.

The information in the previous two paragraphs along with the pictures provided by the service center outlines why N.E.W. cannot repair your television to the desired resolution listed in 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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a televsion from ******* along with a 1 year replacement plan.My television stopped working,I contacted the manufacturer and was told my 1 yr warranty had ended.I said I have an additional warranty.They said to contact *******, ******* said to contact Product Care Plan. I have a receip that says I have a 1 yr.replacement warranty. When I contacted Product Care Plan, I was told my warranty begin when the labor warranty on the tv stopped. I was told that in the brochure I was given it states this.I have checked the brochure I have and it does not say this it say: under ter** of coverage:The ter** of the plan begins on your date of purchase and continues for the period indicated on your sales receipt. My receipt has 1 yr. on it. The manufacture covers 1 yr. and then the replacement plan was to be for another additional year. The receipt date is Oct. 31, 2011, so I should be covered until the end of next month. I shared with the supervisor that I spoke too,that I was told in the store I was getting an additional year on top of the 1 year warranty from the manufacture's warranty. I said if this is not the case, then it had been misrepresented, he told me I could take if up with ******* and they would not honor the plan as it was presented to me.

Desired Settlement: I would like either for my televion to be replaced or money refunded as the plan stated. Total for televison was $98.00 before tax

Business Response:

October 10, 2013

***** *******

**** ****** **** **

************ ** *****

Complaint ID #9******

Dear **. *******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a television from ******* along with a 1 year replacement plan. When your television stopped working you contacted the manufacturer and were advised that the 1 year manufacturer’s warranty had expired and that you should contact *******. ******* directed you to contact the Product Care Plan you had purchased for your television. They advised that your Product Care Plan became effective when the manufacturer’s labor warranty expired as outlined in the brochure you were provided. The brochure you received indicates that the coverage begins on the date of purchase and continues for the period indicated on your sales receipt and your receipt has 1 year on it. You believe that the coverage began after the 1 year manufacturer’s warranty expired and should continue until October 31, 2013 due to what you were advised at ******* when you purchased the coverage. 

The desired resolution listed in your complaint is to have your television replaced or to be refunded for the purchase price under the Product Care Plan.  

A review of your service history for the service plan you purchased has been completed. The research revealed your Emerson television registered with a purchase date of October 31, 2011 and a 3 month manufacturer’s warranty for labor and a 12 month replacement plan. No service request was opened when you called on September 23, 2013 but your customer interaction history was noted. The notes indicate your confusion regarding the term of the coverage being shorter than you thought it was.

I called the contact number listed in your complaint on October 4, 2013 and left a detailed message requesting a fax copy of the brochure you are referring to in your complaint and a copy of the manufacturer’s warranty information that was included with your television. The copies I requested from you were received on October 8, 2013 and we spoke that afternoon. I advised you that due to the misinformation you had received at the point of sale for the service plan for your television, a reimbursement for the television was going to be provided to you. A check for the $198.00 purchase price plus tax should be received in 3 to 5 business days.  

 

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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me, however I do want to point out that I received a check in the amount of $104,00 not $198.00, and that I did not speak to this person on the telephone, but had a message left for me along with an automated call stating that  a check had been sent and I should receive a check in the mail within 3-5 business days. Still this resolution is satisfactory to me and I thank you for looking into the situation.

 

Regards,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a box to put my TV in to send back to the company for repair. It did not have a cracked LCD or scratches on my TV. However , the company returned it and said they would not honor my warranty and repair the TV because it has a cracked LCD. The only thing that was wrong when I sent the TV to the care plan to get repaired was that when I turned it on. It would get stuck in a repeating sound, it would freeze up or it would go blank and turn off and the turn back on again. I actually thought that the problem was being caused by my cable box. I had the cable people to come out on several occasions and they would change the cable box. It would seem as though the issue was corrected and maybe a couple of days later it would do the same thing. Then a thought came to me to unplug the TV from the cable box and make sure it wasn't the TV having a problem. Sure enough I discovered it was the TV not the cable box. Then I called in a claim to ******* Care Plan and sent the TV. They returned it with a cracked LCD not repaired. Had I known it was going to get damaged between the time it left me I would have taken pictures before it left me. I have called this company on several occasions trying to resolve this matter. However they will not honor my claim. What do I need to do to prove I did not send my TV to be repaired with a cracked LCD? Here is a list of my correspondence with the Care Plan and UPS. 08/29/13 @ 09:44am ****( Care Plan), UPS @ 10:00am ******* on 08/29/13, UPS 08/31/13 ***** left message, UPS 09/03/13 ***** @ 12:12pm, Care Plan 09/09/13 @ 10:06 ****, Care Plan 09/12/13 @ 7:53pm ******* which connected me to the manager *** she hung up without speaking to me. When I called back. I got *****. ***** stated that *** the manager had stated on the computer that she tried to call me back several times. However, that wasn't true because I was talking to ***** on the phone she should have called me back on. I have my cell records to verify this. As you can see this company is not being very honest in it's dealing with customers. My beliefs is one of their repairmen did this and claimed it came in like this.

Desired Settlement: I want my TV replaced and also I need an apology and a better way of filing a claim. So they will know the condition of the product before we send it to them. This way they can't make a false claim against their customers. Because I am not a person without logically knowing that the condition they returned my TV back to me it can't be repaired. Therefore, I would not have wasted my time in sending this TV to them for repair in the first place. They probably need to have the customer go to the store and show someone there the condition before it sent off to be repaired.

Business Response:

October 3, 2013

****** ******

**** *** ****

******* ** *****

Complaint ID#*******

Dear **. ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you received a box from the ******* Product Care plan to send your TV in for repair. The TV was returned to you unrepaired due to the LCD screen being cracked when it was received by ******* product Care plan. You dispute the TV having a cracked LCD screen. The desired resolution listed in your complaint is to have your TV replaced, receive an apology and for there to be a way to validate a products condition at the local store prior to it being sent in for repair. 

A review of your service history for the service plan you purchased has been completed. The research revealed that your TV had been received and your service history noted that the LCD screen was cracked upon arrival.

We spoke on September 25, 2013 and I apologized for any inconvenience and frustration you may have been caused. I agreed to reimburse you for the purchase price of your television to provide customer satisfaction. When asked you had no additional concerns or questions.  

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,

******* ******* Senior Compliance Coordinator

**************************     

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Improper repair, poor customer service and delayed completion of repair. Failure to under terms of warranty repair in promised time frame. Failure to provide customer service, agreed call back and constant phone disconnection. Failure to make the company they contracted with complete repairs.

Desired Settlement: To reimburse me for the money I spent out after their 3-5 day timeframe (its almost 2 months). Make expedited repairs or replace washing machine. Some type reimbursement. Apology for the delayed response, for supervisors not returning my phone calls and poor customer service and being disconnected.

Business Response:

October 3, 2013

***** *****

**** *** ****

************* ** *****

Complaint ID#*******

Dear **. *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you are dissatisfied with a washer repair provided by N.E.W. The repair was improper, not completed in the time frame specified by the service center and the customer service throughout the process was poor.

The desired resolution listed in your complaint is to be reimbursed for the money you spent at the laundromat in the 2 months you were without your washer. You also requested to have the washer repaired or replaced along with an apology.

A review of your service history for the service plan you purchased has been completed. The research revealed that you received a replacement washer.  

We spoke on September 20, 2013 and I apologized for the delay in your washer being repaired or replaced under the service plan you purchased for it. You state that your dryer had also been repaired and was still not functional as it was burning your clothes. A service call is scheduled for Wednesday, October 2, 2013 for a service technician to come to your home and diagnose the dryer for repair. 

You explained what had transpired during the claims process for your washer and your dryer. You have a child with special needs and were on crutches, which you made known at the beginning of your claims process. You were very inconvenienced throughout the entire claim process and for the 2 months you were without your washer even though you had explained your personal circumstances when you opened your claim.  You stated that you had to purchase a new pedestal for the replacement washer you were provided under the service plan you had purchased for your washer. You also state that you had spent a lot of money utilizing the laundromat while you were waiting for your washer to be repaired properly.

After additional research and consideration we spoke again and I offered to reimburse you for the cost of the pedestal, plus tax along with part of the money you had spent at your local laundromat. This was provided for added customer satisfaction due to your inconvenience.  

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,

******* ******, Senior Compliance Coordinator

**************************     

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Murray mower from ******* and purchased the 2 year protection plan. I was told that the protection plan would cover the mower after the manufacture warranty expired or if something happened the manufacture would not cover. The blade that came with the mower did a poor job on mulching so I purchased a new 21" Universal Blade from ******* to place on the mower. After around 200 hours of mowing with the new blade the mower stopped working. I took it to *** ***** in ******, Ohio who is a authorized repair center for Murray and MTD products. After inspection the crank on the mower was bent which was caused by the new universal blade being heavier than the one that came with the mower. The sales staff at ******* in the Garden section ensured me that the blade who work with my mower. The MTD Company said that a bent crank was not covered under warranty. I then contacted the Product Replacement Plan I purchased at ******* and was ensured that the mower would be replaced if the manufactures warranty was voided. On August 19th at 3:57pm I faxed the receipt and the paper from *** ***** showing that the MTD warranty had been voided. I was then contacted on the 22nd of August and was informed that I would be receiving a check in the mail for the cost of the mower, not including sales tax. I waited two weeks waiting for the check to arrive and it did not. On September 9th at 5:25pm I called the Product Replacement Plan 866 number and the women could not find a claim on file. After having me on hold for 10 minutes she returned to tell me that my claim was not going to be covered because I did not have accidental protection. There was not the option to purchase accidental damage for that item, only for cellphones. I don’t understand why I was called and told my check would arrive and now they have no record of the claim and are saying it’s been denied. So the damage to the mower was caused from a blade purchased at ******* after being told it would work correctly on my mower. The Product Replacement Plan is valid for 2 years and kicks in when the manufacture warranty is over. The manufacture said that the warranty was void because that damage is not covered under warranty. So that means the Product Replacement Plan is in effect. In the plan it states that any damage causing the unit to no longer function is covered under their warranty. If you do not want to pay me what you owe me, I will take this to small claims court and I have more than enough to prove my case. While I am not making any threats I will be a responsible consumer and warn everyone about your company on every media site available for these types of issues. Simply replace my mower as I was told, I would not have purchased the warranty had the cashier selling me the warranty have told me anything other than the fact that it would replace all damage which is the same I was told on the 22nd when someone from your office called to tell me my check will be arriving within the next week.

Desired Settlement: I want the full refund price of the mower for $214.00 dollars, I do not require the sales tax be refunded ($14.44) but it would be a nice jesture on your behalf. However I do require the $214.00 be refunded to me in the form of a check. It has been 3 weeks since this was all started and I have since purchased a cheap mower just to get the job done. I will use the check along with my own person cash to purchase a better quality mower than the Murray unit I was sold. I have my eye on a better quality mower at ******* that I will most likely buy. I am more than happy to deliver this mower to any ******* store or ship it to your companies location in order to get the full refund. If I do not receive the $214.00 within 45 days I will file a small claims suit and it will cover the full purchase price, along with all my fees relating to the filing of the court claim.

Business Response:

 

Date Sent: 9/24/2013 2:20:24 PM 

September 24, 2013

 

****** * *******

*** **** ***** ******

****** ** *****

Complaint ID #*******

 

 

Dear *** ********

 

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a Murray mower from ******* along with a 2year protection plan. You state you were advised that the protection plan would cover the mower after the manufacturer’s warranty expired or if something happened to the mower that the manufacturer’s warranty would not cover. You replaced the blade on your mower due to the original one not mulching correctly. The new blade caused the crank shaft to bend on your mower even though the sales staff had assured you that the blade would work for your mower. You took your mower to *** ***** an authorized Murray repair center and they advised that the blade had caused the crank shaft to bend. ******* Product Care was contacted and you were advised that the mower would be replaced if the warranty was voided.

 

On August 19th you indicate that you faxed the receipt and the paperwork from *** ***** reflecting that the warranty had been voided by the wrong blade being placed on the mower. On August 22nd you received you were contacted and advised that you would receive a check for the cost of the mower. On September 9th when you called ******* Product Care you were advised that no claim existed for your mower and accidental damage was not covered. You state you feel that the mower should be covered since the protection plan coverage is in effect if the manufacturer’s warranty will not cover the mower.

 

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

 

A review of your service history for the service plan you purchased has been completed. The research revealed a note entered into your customer interaction history on August 19th indicating that you called and were advised that you would need to contact the manufacturer of your mower. On August 30th there is another note indicating that we received an email from you requesting the status of a reimbursement. The representative noted leaving a voice message for you to return a call to ******* Product Care. There are no other notes in your customer interaction history.    

I called the contact number listed in your complaint on September 17, 2013 and left a message for a return call for you to discuss your complaint. I can be of further assistance to you regarding this matter, please contact me directly at ###-###-####.

 

Regards,

 

******* ******, 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]

 Complaint: *******

I am rejecting this response because:  There is no message from the business.  The field is blank, I have checked in Firefox and Chrome internet browsers.  So since there is no response in the field then I must reject.


Regards,

****** *******








BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a tablet from **** * ** 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

***** ******

**** ****** **** ******

*********, ** *****

Complaint ID#*******

Dear **. ******, 

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a tablet from **** * ** and it broke. Since you had purchased the protection plan for the tablet you contacted them. You were sent a label to send the tablet in for reimbursement and utilized it right away. As of the date you filed this complaint you have not received the refund for your tablet. The desired resolution listed in your complaint is to receive the refund you were promised for your tablet.

A review of your service history for the service plan you purchased has been completed. The research revealed a gift card being issued to you on August 12, 2013 and mailed to you. The gift card being used on September 4, 2013 and currently has a $0 balance on it. 

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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a laptop with a warranty provided by the above insurance company October 2012, but the laptop became defunct, and was sent in for repair. Upon recieving the laptop, tech report stated that the laptop was not repairable, and a reimbursement check was approved to be issued to me-this process was started on July 22, 2013. It is about a month later, and I have yet to receive my laptop or my money; despite the fact that I am still technically paying for the product. I have spoken to several agents, and all have given me excuses as to where my check is. Three agents have told me my check was processing, and one has told me the check was never even sent. I have received an email stating that the check was sent, but customer service reps have no idea where my refund is. I have also been transferred to several different departments with no resolve. I have delayed a purchase I have with a seller for a week waiting on my money to be given back to me to purchase a new computer. I am a full-time, year round student, which means I have been without a computer for a month so far-I take online classes!!!!! I would like my money ASAP!!!

Desired Settlement: I would like my funds to be shipped overnight to me with said tracking number. If that isn't possible, I would like the payment deposited into my checking account, or paypal ASAP!!!!

Business Response:

September 12, 2013

****** * ******

**** **** ******* ***** **** ***

************, ** *****

Complaint ID#*******

Dear **. ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a laptop with a warranty that was administered by N.E.W. in October 2012. The laptop became non-operational and was sent to N.E.W. for repair on July 22, 2013. The laptop was returned along with a technicians report indicating that it was not repairable. The report also mentioned that you would be receiving a reimbursement check for the purchase price of the laptop. Your complaint specifies that you have made multiple attempts over the last month to determine if and when the reimbursement check should be received but were provided with no answers.     

The desired resolution listed in your complaint is to have the reimbursement check you were promised sent overnight delivery or have the funds direct deposited to your bank account or put on your PayPal account.

A review of your service history for the service plan you purchased has been completed. The research revealed a check #******** in the amount of $1699.99 issued to you on August 29th and mailed to the address listed above.

I called the contact number listed in your complaint on September 11, 2013 but was unable to leave a message due to the voice mail being full. Please contact me directly if you have not received the reimbursement check.

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,

******* ******, Senior Compliance Coordinator

**************************     

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased the N.E.W. extended protection plan for a CANON camera through ****. Website on **** 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

**** ******

**** ***** ****

*** *********** ** *****

Complaint ID#*******

Dear Mr. ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a N.E.W. Extended Protection plan for a Canon camera through ****. The **** website and representatives at N.E.W. are providing conflicting information to you regarding whether spills and drops are covered for your camera. The camera was damaged by a spill on July 24th and N.E.W. was contacted by you on August 6th. The desired resolution listed in your complaint is to be paid $1,100 for repairs to your camera. 

A review of your service history for the service plan you purchased has been completed. The research revealed that you called N.E.W. on August 6th regarding your camera not working properly the first time you used it. The notes entered reflect you being advised that the camera was not covered and released the call. The desired resolution listed in your complaint is for N.E.W. to pay $1,100.00 for repairs to your camera.                

We spoke on September 4, 2013 and I apologized for any inconvenience and I advised you a decision had been made to honor a claim for your camera. A representative named ***** called you on my behalf the same day and left a message for a return call. A second call was made to you by ***** on September 6, 2013. To date you have not reached back out to ***** so a claim can be initiated for your camera. 

Please return *****’s call at you earliest convenience, so a claim can be initiated for your camera repair. You may contact me directly at ###-###-#### if you are no longer interested in having your camera repaired under the service plan you purchased for it.

Regards,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2013 Guarantee/Warranty Issues
9/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Spent IPod cracked screen to be repaired. Received email on 7-25 that I was being shipped still have received it. Received email from ******* on 7-25-13 that my IPod has been repaired and will be shipped as of 7-29-2013 UPS has lost my package. On 8-5-13 call ******* at ********** to file claim that my packages was lost. Lady took all my information and said I would get an email confirming my claim is being processed with 2 days. Still haven't got email. Received call the nest day from ******* saying my package would be delivered yesterday. I still have not received my package. When I call ******* the associates are rude and never know what's going on. Called ******* this morning spoke with supervisor name *****

Desired Settlement: A full including tax refund of the purchased price for the IPod.

Business Response:

August 27, 2013

***** *******

**** ***** ******* ****

******** ** *****

Complaint ID#*******

Dear **. *******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you sent your iPod with a cracked screen in to N.E.W. to be repaired. The iPod was lost in transit back to you. ******* advised that a claim was opened for your lost package on August 5, 2013 and that you would receive an email to confirm your claim but you never receive the email. The following day ******* called you back and informed you that your package was going to be delivered. As of the date you filed this complaint you had not received your iPod back.   

The desired resolution listed in your complaint is to receive a full refund of the purchase price for your iPod including the tax you paid.

A review of your service history for the service plan you purchased has been completed. The research revealed your iPod being delivered on August 10, 2013 under UPS tracking # ******************. Notes in your service history reflect a voicemail left by you on August 10, 2013 for a ******* Product Care plan representative named ***. She noted that the message you let indicated you had received your package and were happy. 

I called the contact number listed in your complaint on August 23, 2013 and left a message for a return call from you. My call was to confirm you receive your iPod and that it is working properly for you. I also asked that you contact me directly with any additional concerns or unanswered questions.

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

Regards,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/1/2013 Problems with Product/Service
8/31/2013 Problems with Product/Service
8/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: will not honor their warranties. purchased a ******** modem on 11/08/12 @ **** ********* *************** modem #************ $49.88 2yr plan #************ $5.00 this modem quit working in april, it got where it would not pull in internet signal, Ive tried to return it to *******, they told me contact ********, I have numerous times 4 to be exact, ******** tells me ******* sold the plan they have to honor the warranty, I have contacted ******* through the website an by phone, numerous times they tell me ******** has to honor the warranty,they have me caught between the two an im not getting any results,I offered to return the modem to ********, they wont take it,took it to the ****** store wont take it either, no one will stand by this warranty .If no one will honor this then why does ******* sell them, please respond im out over $50 have a piece of equipment that dont work and no one wants.Tired of being a ping pong ball, just back to *******/********

Desired Settlement: would like my money returned, ill send you the modem just want to get this resolved thank you

Business Response:

August 20, 2013

******* ******

***** ****** ***** *****

******** ** *****

Complaint ID#*******

Dear **. ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased A ******** modem along with a 2 year plan to cover it on November 8, 2012. The modem quit working in April 2013; it would not pull an internet signal. You tried to return the modem to ******* and they advised that you needed to contact ********. Then ******** advised that since ******* sold you the plan for your modem they would need to honor the warranty. The two companies are sending you back and forth between them but neither company is resolving your concern with your new modem not working properly.   

The desired resolution listed in your complaint is to be refunded for the purchase price you paid for the modem.

A review of your service history for the service plan you purchased has been completed. The research revealed that your registration with N.E.W. reflects a purchase date of November 8, 2012. The Plan provides for power surge protection and accidental damaged from handling during the manufacturer’s warranty. During the term of the manufacturer’s warranty if you don't experience these failures, your manufacturer is responsible.

A decision was made to provide you with a service solution as a onetime courtesy for customer satisfaction. The service solution provides you with a ******* gift card for the purchase price you paid for your modem once the UPS label you are emailed is utilized to send the modem back to us. The email N.E.W. utilized is ************************** The electronic gift card should be received at the email listed here in 24 to 48 hours of N.E.W. verifying the UPS label being scanned to send your modem back.

We spoke on August 19, 2013 and I apologized for any inconvenience you may have been caused. We discussed the information in the previous paragraph. When asked you had no additional concerns or questions.

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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want this company to honor it's replacement policy, because this TV was bad from the start and it should have been replaced when it first went out.

Business Response:

August 27, 2013

******* *********

4982 East 88th Street

Cleveland, OH 44125

Complaint ID# *******

Dear **. *********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a Mitsubishi 60” TV from ** ***** along with a warranty on January 31, 2010. Within 6 months the TV began to give you problems; it would shut off by itself and would have to be unplugged and re plugged in for the TV to come back on. The TV has been repaired 3 times for the same issue and a representative at N.E.W. had advised that a request was being submitted to have your TV replaced. As of the date you filed this complaint you have not received a replacement and are scheduled for another technician to come out and fix your TV.        

The desired resolution listed in your complaint is for NEW to honor its replacement policy due to your TV being bad form the start.  

A review of your service history for the service plan you purchased has been completed. The research revealed four service calls on your television, October 3, 2011, March 18, 2012, August 8, 2013 and August 12, 2013. Each service request was for the lamp or lamp engine in your television. Due to the repairs all being for the same problem a decision was made to provide you with a service solution under the “No Lemon” guideline in the terms of coverage for your service plan. 

We spoke on August 22, 2013 and I apologized for any inconvenience you may have been caused. The details of the service solution were explained to you and I advised your check for the purchase price you paid for your television plus tax would be received in 3-5 business days. Your check was sent out on Friday, August 23, 2013 under UPS tracking #******************.

When asked you had no additional concerns or questions. 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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

Regards,

******* *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased their insurance coverage for a new Ipod mini that we purchased from *******. Their written policy states that the repair would be completed between 7 to 14 calendar days from the time of shipment to the time of return. I had damage to the screen of the Ipod which was covered and contacted them. We sent the product out as per the mailer we received from them on the 19th of July. They received the item on the 25th of July and we were told that a part was needed and the part was ordered on the 26th of July. We have called a couple of times with concerns of the delay. Today, on the 7th of August, we received a phone message that the part was ordered (again) and would be received in 5 days. I called the service center concerning this and ended up calling the warranty center and escalating the complaint to a supervisor. He told me that there was nothing that they were going to do about the delay and that we would have to wait the additional 5 days for the part and an undetermined amount of days for the repair, but they would expedite shipping. I asked what if the part wasn't received by then, he implied that we would continue to wait despite what their policy states.

Desired Settlement: I would like an immediate replacement which is an option that was explained to me when purchasing the warranty from the store. I have been quite patient, and the fact that they either did not order the part or ordered the wrong one is not my fault and I should not have to be penalized for their error. They admitted that there was a problem with the part order.

Business Response:

August 27, 2013

**** * *********

*** * *** ******

********** ** *****

Complaint ID#*********

Dear **. *********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased coverage for your new iPod Mini that was purchased at *******. The written policy you have states that a repair would be completed in 7 to 14 calendar days total from shipping the product out to it being returned to you. The iPod Mini was shipped to N.E.W. on July 19, 2013 and N.E.W. received it on July 25, 2013. You were advised that a part for your iPod was ordered on July 26th. Two calls were made by you to inquire about the delay in your iPod repair. On August 7, 2013, you received a voicemail message that the part had been ordered and it would be received in 5 days. When you called N.E.W. to determine why you were being advised that the part was ordered again and what was going to be done regarding the delay of your iPod repair, you were advised that you would just have to wait for the part.    

The desired resolution listed in your complaint is to receive a replacement immediately due to being advised it was an option that was explained to you when you purchased the coverage for your iPod Mini from the store. You don’t feel that you should be penalized for the part not being ordered correctly.     

A review of your service history for the service plan you purchased has been completed. The research revealed that your iPod Mini was repaired and shipped back to you on August 9th under UPS tracking ****************** and delivered to you on August 12, 2013.

I called the contact number listed in your complaint on Friday, August 23, 2013 and spoke with the woman answering the phone who advised I would need to call you back later. I called on Monday, August 26, 2013 and left a message asking for a return call from you. I want to verify you receiving your iPod Mini and being satisfied with the repair.      

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

Regards,

******* ******, Senior Compliance Coordinator

**************************     

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that the issue is no longer there. The response time on the repair was not acceptable, because the part was never ordered when first stated.I've received the product back now and although the turnaround was not nearly as stated by them in their literature, it's over now.
Regards,

**** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a child's play tent from **** * ** and purchased a 2 year warranty as well. I was told that if the product breaks or needs repairs then it would be covered within the 2 year time frame. I recently submitted a claim (still within my 2 year time frame) because the fabric was torn and was told that claim was a non-covered failure. I called the company and spoke to a Supervisor who specifically told me all of the problems that would be covered and one of which being that if the seams on the tent were tearing, therefor exposing the metal rods within in the tent, that would be a problem covered by the warranty. I took two pictures of two different areas where the seams are unstitched, exposing the metal rods and submitted then via email along with a note stating that I had spoken to a Supervisor and was told that this exact issue was covered by the warranty, to the Authorization/Claims department. Less than 24 hours later, I receieved an email stating that it was not an issue that they could offer any type of repair/refund service for. I am extremely disappointed and dissatisfied with the way this company handles their warranties. I feel like I have been duped into spending extra money on a warranty that doesn't cover anything as I was originally told, otherwise I wouldn't have spent the extra money on the 2 year warranty. I also feel like I have been lied to by the Supervisor I spoke with. She stated a very specific problem that I just so happened to have with my product and when I submitted a claim for it, I'm now told that I can not receive any type of repair assistance or refund because it's apparently not an issue. It's dangerous for my 3 year old son to play in his tent with metal rods exposed and I don't feel like I did anything out of the stipulations of the warranty

Desired Settlement: I would appreciate it if the company could stick to their word and agree to send me the gift card/store credit in the amount paid for the original product, just as their policy states.

Business Response:

August 8, 2013

**** ********

***** **** ****** *****

********** ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you recently purchased a child’s tent from **** * ** along with a 2 year warranty. At the point of sale you were advised that if the tent broke or needed repairs it would be covered under the plan you purchased. You recently submitted a claim for a tear in the fabric of the tent which was denied due to damage to the fabric not being covered.  You attempted to resubmit pictures of a failure in the seams of the fabric after being advised that type of failure was covered but it was denied as well. You state you feel duped into spending extra money for a plan that does not cover what you were advised it did.  

The desired resolution listed in your complaint is for N.E.W. to stand behind what you were told was covered failure. You want a gift card or a store credit for the purchase price you paid for the tent. 

A review of your service history for the service plan you purchased has been completed. The research revealed a gift card being issue to you on August 3rd. The gift card was sent to you via US Postal Service on August 3, 2013.

I called the contact number listed in your complaint on August 8, 2013 and left a message for a return call to verify receipt of the gift card N.E.W. sent out. I also asked for you to call me directly with any additional concerns or questions. To date I have not heard from you.

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

Regards,

******* ******, Senior Compliance Coordinator

**************************      

voice (**** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a product through ******* along with the extended warranty. The warranty was through National Electronics Warranty (NEW). My product broke after owning it less then a year (7 months). NEW decided that they didn't want to fix or replace it and elected to refund me only a partial payment for the items. When I called to discuss, they refused to refund the cost of the 3 year warranty as well as the replacement cost of the items that were spoiled as result of the appliance failing.

Desired Settlement: Refund the complete cost of the warranty as well as the spoiled product.

Business Response:

August 8, 2013

******* * *********

**** **** ****

******** ****** ** *****     

Complaint ID#*******

Dear **. *********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a product from ******* along with an extended warranty administered through N.E.W.  When your product broke within the first year N.E.W. refunded you for the purchase price you had paid for the product but not the amount you paid for the warranty or for your food spoiling.     

The desired resolution listed in your complaint is to receive a refund for the cost you paid for your service plan and to be paid for the spoiled food which resulted when your appliance failed.

A review of your service history for the service plan you purchased has been completed. The research revealed a service solution being approved for you on July 25th. The service solution provided reimbursement for the purchase price you paid for your mini refrigerator. The service plan which you purchased provided for this reimbursement. The cost you paid for the service plan to cover your mini refrigerator will not be refunded.

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

 

Limit of liability:  For any single claim, the limit of liability under this Plan is the lesser of the cost of (1) authorized repairs, (2) replacement with a product with similar features, (3) reimbursement for authorized repairs or replacement or (4) the price that you paid for the product.  The total liability under this Plan is the purchase price you paid for the product; in the event that the total of all authorized repairs exceeds the purchase price paid for the product or we replace the product with another of equal or greater value, we shall have satisfied all obligations owed under this Plan.

Also, the service plan you purchased does not cover food loss for your mini refrigerator only refrigerators and freezers with large appliance service plans are covered in the event of food loss when their refrigerator or freezer fails.

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,

******* ******, Senior Compliance Coordinator

**************************

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In November I purchased two tablets for my kids for Christmas. They both stopped working shortly after Christmas. In April, I opened a claim for each tablet through the product care plan that I purchased. I sent both tablets back, each one in it's own package, with it's own shipping label, as instructed. One was replaced within days via a gift card. The other one has not been replaced, they refuse to help me saying they never received the defective tablet, and that there is nothing they can do. My assumption is that it got misplaced somewhere in their warehouse, and when I expressed concerns about this to the supervisor, I was once again told there was nothing they could do because if they receive items and they don't know where it goes, they "dispose" of the item. I feel this is an unfair resolution and an sub par business practice.

Desired Settlement: DesiredSettlementID: Replacement I would like the care plan carried out like it should be since I bought it. I want the tablet replaced. I don't have the tablet since I sent it back, and that is what they want from me. But I can't give them something that I already sent back, and that they already have. My assumption is that it got misplaced somewhere in their warehouse, and when I expressed concerns about this to the supervisor, I was once again told there was nothing they could do because if

Business Response:

August 8, 2013

***** ****

***** ******* ***

********* ** *****

Complaint ID#*******

Dear **. ****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchases two tablets for your children for Christmas. Both of the tablets had a claim opened on them. You state that each tablet was sent in to N.E.W. in a separate box with a separate shipping label. Only one of the tablets was replaced with a gift card. N.E.W. advised that the other tablet was never received and a gift card would not be issued.

 

The desired resolution listed in your complaint is to be refunded for the other tablet since you no longer have it and you believe N.E.W. received it and misplaced it.

A review of your service history for the service plan you purchased has been completed. The research revealed two claims being initiated for two separate tablets. Two separate UPS labels were sent out for you to utilize and return the tablets to N.E.W.  UPS label ****************** was utilized to send a tablet to N.E.W.; it was received on April 24th. UPS label ****************** was never utilized for sending the other tablet to N.E.W. I spoke with UPS on August 6, 2013 and they advised that the UPS label ****************** was not scanned in to their system.

If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ************.

Regards,

******* ******, Senior Compliance Coordinator

**************************     

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A television was purchased with the extended warranty. The store employee assured us the warranty would cover damage to the television. Now that the television is damaged, the store will not replace it and the warranty is not being honored. They are selling warranties with false information. The television was purchased on 3/1/13 at terminal ******** at 7:25 pm.

Desired Settlement: We would like the warranty honored and our television replaced.

Business Response:

 

See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
8/20/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I brought a hp laptop from ***'s **** 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 ***'s **** 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:

August 8, 2013

****** ******

**** ********** *****

*********, ** *****

Complaint ID#*******

Dear **. ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased an HP laptop from ***’s **** in April 2011 along with an extended warranty. Your laptop was sent in for repair multiple times and the last time you were advised it had liquid damage. N.E.W. repaired the laptop for the liquid damage. Five months later the laptop started to overheat and the left click button does not function. N.E.W. has advised you that they will not repair your laptop again.     

The desired resolution listed in your complaint is to have your laptop replaced due to having the same issues for the last 6 months or to be reimbursed for the laptop and the service plan you purchased for it. 

A review of your service history for the service plan you purchased has been completed. The research revealed a service solution being approved for you on July 26th. This service solution provides for a check to be issued to you for the purchase price you paid for your laptop. The check was issued on July 31st.

I called the contact number listed in your complaint on August 2nd and left a message for a return call from you to verify you had received your check. I also advised that you could contact me directly with any additional concerns or unanswered questions. To date I have not heard from you.

The service plan you purchase for you laptop provides for the reimbursement check you received for the purchase price you paid for your laptop. The cost you paid for the service plan to cover your laptop cannot be refunded.

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

Limit of Liability: For any single claim, the limit of liability under this Contract is the least of the cost of (1) The total authorized repairs up to the purchased price of the covered product, (2) replacement with a product of similar features, (3) reimbursement for authorized repairs or replacement, or (4) the price that You paid for the Product. The total liability under this Contract is the purchase price You paid for the Product; in the event that the total of all authorized repairs exceeds the purchase price paid for the Product or We replace the Product with another of equal or greater value, We shall have satisfied all obligations owed under this Contract.

I hope this response provides you with the necessary information to close out this complaint filed against N.E.W.

Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
8/17/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an extend warranty from them at a ******* store. I provided all information from the receipt. They refuse to accept a claim on the defective product.

Desired Settlement: I want them to fulfill the contract and provide a full purchase refund on the defective product.

Business Response:

August 6, 2013

***** * ******

*** * ****** ****** **

******** ******** ** *****

Complaint ID#*******

Dear **. ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased an extended warranty from ******* for your product. N.E.W. refused to accept a claim on the defective product after you provided all of the information from your receipt.  

The desired resolution listed in your complaint for N.E.W. to fulfill the contract with you and provide a refund of the purchase price of your product.  

A review of your service history for the replacement plan you purchased has been completed. The research revealed no service request was initiated for your external hard drive when you contacted N.E.W. on July 25, 2013. The notes entered into our system indicate you being advised to contact the manufacturer. Your registration with N.E.W. reflects a purchase date of December 24, 2012, which indicates that your external hard drive is still under the manufacturer’s warranty until December 24, 2013.

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

Manufacturer’s Responsibilities:  Parts and services covered during the manufacturer’s warranty period are the responsibility of the manufacturer.

Please contact the manufacturer, Toshiba for your external hard drive no longer working.

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,

******* ******, Senior Compliance Coordinator

**************************      

voice (**** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sent in my laptop per the policy and included a written document with pictures describing the exact problem. The laptop was sent back not only with 2 of the 4 problems (yes 4 problems) not repaired but also had additional damage upon return. I contacted the repair company and sent back with an updated document with pictures again describing the problems. This time it was sent back with the damage they had done during the first service repaired but the initial two problems were still not repaired. It has now been 4 days short of a month and they want me to send my laptop back to them for another 2 weeks time to hopefully get the problem finally repaired. Upon contacted them, the repair company, they referred me to the actual warranty company. The warranty company N.E.W. told me that the broken screen to hinge mount (The part that actually holds the screen on the laptop) was a cosmetic item and was not covered. This is not true. I requested a replacement and was denied. I have been without my laptop for nearly a month due to failure of N.E.W. to have my laptop repaired. They now want me to send it out again with no further guarantee that it will be properly repaired this third time.

Desired Settlement: At this time I am simply requesting a new unit of with the same specs as my unit to replace this unit due to the lost time from failure by them to honor their repair agreement in a timely manner and repeated failures to repair the problem.

Business Response:

August 6, 2013

*** **********

**** * ****** ******

********* ** *****

Complaint ID#*******

Dear *** **********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you sent your laptop in for repair along with written documentation and pictures describing the exact problem. The laptop was returned to you with 2 of the 4 problems it was sent in for still existing and additional damage. You sent the laptop back in and they repaired the damage but not the 2 original problems with the laptop. As of the date you filed your complaint it had been 26 days since you opened your repair and the repair company asked you to send your laptop back in again. At this time you were referred to N.E.W. who advised that the broke mount between the screen and hinge was a cosmetic item and was not covered.   

The desired resolution listed in your complaint is to receive a replacement laptop due to lost time and failure to completely repair your laptop.

A review of your service history for the service plan you purchased has been completed. The research revealed repairs completed on your laptop in June 2013 and a rework of those repairs in July 2013. Additional notes in your service request reflect you calling N.E.W. and advising that your laptop is still not completely repaired. A decision was made to arrange for you to get a service solution which would provide you with a check in the purchase price you paid for your laptop.

I called the contact number listed in your complaint on August 1, 2013 and left a voicemail message for you. I advised that a service solution was being completed for you. A check for the purchase price of your laptop should arrive in 3-5 business days.

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

Regards,

******* ******, Senior Compliance Coordinator

**************************     

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/17/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ***** portable dishwasher that was shipped to me by freight truck in 11/2012 I purchased the extended warranty on it and now it needs service because it isnt draining properly. I called ******* and.I was told I.hsd to ship it back at my expense to them. This is a heavy appliance and if it could be shipped by UPS or Fedex it would be very expensive. Then I was told that my warranty expired and I need to repair it at my own expense. This is not true it is not even a year old.

Desired Settlement: Someone to come to my home at ******** expense to fix this big appliance or for for ******* to send me a brabd new portable dishwasher at the same or greater price of the danby.

Business Response:

August 6, 2013

******* *********

*** *** ******

******** ** *****

Complaint ID#*******

Dear *** *********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a ***** mini dishwasher in November 2012. The dishwasher needs service due to it not draining properly. ******* has advised that you would need to ship the dishwasher back to them at your own expense. Then you state you were advised that your warranty had expired and the repair would need to be completely paid by you.   

The desired resolution listed in your complaint is to have a service call to your home to repair your dishwasher at no cost to you or receive a new replacement dishwasher.

A review of your service history for the service plan you purchased has been completed. The research revealed that your registration with N.E.W. reflects a purchase date of November 18, 2012, which indicates that your dishwasher is still under the manufacturer’s warranty until November 18, 2013.

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

Terms of Coverage:

The term of your Plan begins on your date of purchase and continues for the period indicated on your sales receipt or your order confirmation email. Except for the enhanced coverage outline above, which begin on the date of purchase, all other coverage becomes effective immediately following the expiration of the manufacturer’s warranty and remains in effect throughout the end of your term, unless cancelled or fulfilled pursuant to the provisions below. In the event that your product is being serviced by an authorized service center when the Plan expires, the term of the Plan will be extended until the covered repair has been completed.

Manufacturer’s ResponsibilitiesParts and services covered during the manufacturer’s warranty period are the responsibility of the manufacturer.

Please contact the manufacturer, ***** for your dishwasher not draining properly as the Product Care Plan you purchased that is administered by N.E.W. will not become effective until November 18, 2013. 

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,

******* ******, Senior Compliance Coordinator

**************************      

voice (**** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/17/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
8/17/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Mini Apple Ipad from ******* in *******, MA. I also purchased an extended warranty. When the product failed I contacted the phone # listed for the warranty. The woman took all my info and said that a label would be emailed to me in order to return the product for repair or replacement. The label did not show up in my email or spam folder. I tried this 3 more times with no results. They suggested that they mail the label to my home. I agreed and it has still not shown in my mail.

Desired Settlement: Replace or repair the product as promised. FIRST, send the label !! I can't imagine how long it is going to take to get the product fixed once I have actually returned it !!

Business Response:

August 5, 2013

**** * *******

******** ****** ****

********* ** *****

Complaint ID#*******

Dear **. *******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a Mini Apple iPad from ******* along with an extended warranty.  When the product failed you called the telephone number for the warranty. A woman you spoke with advised a label would be sent to you via email. The label was for you to utilize in sending your iPad in for repair or a replacement. Several attempts were made by you to obtain a label by calling back in. As of the date you filed this complaint you have not received a label to send your iPad in for repair or replacement.

The desired resolution listed in your complaint is to receive a label to send your Apple iPad in to be replaced or repaired.    

A review of your service history for the service plan you purchased has been completed. The research revealed a service solution being provided for you on July 9th. The service solution provided a check issued to you on July 9th for the purchased price of your Apple iPad.

1 called the contact number listed in your complaint on July 31st and left a message for a return call form you to verify that you had received your check. I also asked that you contact me with any additional concerns or questions. To date I have not heard from you.

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

Regards,

******* ******, Senior Compliance Coordinator

**************************   

voice (**** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Guarantee/Warranty Issues
8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a four year service plan for my ****** riding lawn mower (which was picked up to be serviced May 17, 2013) at TSC on August 18, 2009. The lawn mower was serviced, but was not finished until June 3, 2013. The issue is I had requested the $50 for the "Rapid Repair Promise" since it took more than 2 weeks for the service to be completed as well as the 25% reimbursement for Preventative Maintenance Parts, in which I received the 25% (of course they shorted me $0.01 on the parts reimbursement) but not the $50 for the Rapid Repair. I have sent email requests to find out more information about this with no avail/response. If they do not intend to pay the $50, then I think they should not offer it on their brochure as a selling point for the insurance/service plan. The total amount that I should have received is: $56.65; the check I received was for $6.64. All I am asking for is the difference that I am due. I have not cashed/deposited the check from them for $6.64 because I am not satisfied with that amount. Also, I faxed all the documentation to the company so that I could get reimbursed (along with that was a written request for the $50), so they had proper documents to provide the dates of service in question. Thank you.

Desired Settlement: The outcome that I request is a check for the amount of the difference that I am owed, which is $50.01 (unless the company plans on stopping payment on the $6.64, then the check should be $56.65) . I do not plan to do business with the company anymore and do not want any unnecessary contact from the company. Thanks again.

Business Response:

August 5, 2013

****** * ********

*** * ***** ******

**** **** ** *****

Complaint ID#*******

Dear **. ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you had your husband’s ****** riding lawn mower serviced by N.E.W. You requested to be paid $50 under the Rapid Repair Promise your plan provided. This was due to the repair taking more than two weeks to complete. Since requesting the $50, you faxed the required documentation to N.E.W. for being reimbursed for the parts you purchased and you submitted a written request for the $50 under the Rapid Repair Promise Fit It Fast guarantee. A check for $6.64 has been received by you for the parts but no check for $50. You stated that you sent emails in follow-up regarding the parts reimbursement being $.01 short and the $50 never arriving but have not received a reply. 

The desired resolution listed in your complaint is to receive the $50.01 which is $50 for the Rapid Repair Promise and $.01 for the parts reimbursement you were not paid.   

A review of your service history for the service plan you purchased has been completed. The research revealed that the plan you purchased has an enhancement called the Rapid Repair Promise Fit It Fast guarantee. There was no indication in your service history that N.E.W. received your product information to open a claim for the $50 under the Rapid Repair Promise Fit It Fast guarantee.  I initiated the process to have the $50 sent to you.   

I called the contact number listed in your complaint on July 30, 2013 and left a message for you advising that I had requested the $50 be paid to you under the “Rapid Repair Promise Fix It Fast” guarantee for the delay your riding mower being repaired. The check should be received in 7 to 10 business days. I also asked that you return my call with any additional concerns or unanswered questions you may have. To date I have not heard from you.

Please accept my apology for the parts reimbursement being $.01 short. The calculation for the reimbursement was not rounded up to include the $.01.

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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

Regards,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 70' Sharp Aquos LED product number ******** television with a 3 year service warranty the television quit working I phoned the warranty company came in contact with ***** at *********** xt ****** claim number ********. ***** informed me she would replace tv with a comprable replacement instead of a full refund the next tv in the series what she sent me was ********The tv that she sent was in fact a set that cost $1498 my original set was $2298, and did not have the Quatron picture as my original set did. I phoned ***** on 07/19/2013 @ 800 am to discuss this matter with her and she refused to correct the problem repeatedly and refused to allow me to speak with her supervisor to resolve this manner

Desired Settlement: I want to be reimbursed for the full amount of my original purchase

Business Response:

July 30, 2013

*** * ******

**** ** ******

******** ** *****

Complaint ID #*******

Dear Ms. ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a 70” Sharp Aquos LED television along with a 3 year service warranty. The television quit working and N.E.W. replaced it instead of providing you with a refund for it. You believe that the replacement N.E.W provided is not comparable due to the cost and not having a Quatron picture like your original television had.

The desired resolution listed in your complaint is to be reimbursed for the purchase price you paid for your television.

A review of your service history for the service plan you purchased has been completed. The research revealed a ********** Aquos 70” Class ***** LED Smart TV was sent to you to replace your ********** Aquos 70” Class LED Smart TV. Research completed showed that your original television did not have Quatron picture. Also, pricing is not a factor when replacement TVs are provided. The ********* replacement television you received was based on size and features.

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

What is Covered:

For All Service and Replacement Plans: This Plan provides for the repair or replacement of your product in the event the product experiences a breakdown. If we determine we cannot repair your product as specified in this Plan, we may replace the product with a replacement product of like kind and quality the preforms to the factory specifications of the original product.  

Once you had received the replacement for your television, all of our obligations under this plan were fulfilled.   

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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased treadmill from ****'s ******** ***** ***** 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 *** *********** would call to confirm scheduled appointment for 7/5/13. On 7/2/13 received call from *** *********** 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 *** *********** 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 *** 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 ***** ******* *******. ***** was to call in 24 hours and confirm appointment. On 7/10/13 I called ***** 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 *** *********** or ***** *******? 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 *** *********** again. And told me I had to call *** *********** on 7/12/13. On 7/12/13 I called *** same crap - no record of my ticket. I demanded to speak to a supervisor and got a *******. ******* 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. ******* of *** *********** - 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 **** 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 **** and I speak to **** 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 ***, the Supervisor ******* at *** 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 *** 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 ******, **** and ****** - 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 *** *********** again to tell them again to call me. at 4:30 CST he calls to set up the appointment. The technician from *** *********** is rude to me, he acted like this mess needed to be fixed and that it was my fault. I called **** 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 *** Technican and she shared with me that *** 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 *** 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 *** ***********? I am going to open one up with *** *********** and with ****'s ******** ***** too. I called ****'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 *** ***********. 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

****** * ******

**** ***** ***** *****

************ ** *****

Complaint ID#*******

Dear **. ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a treadmill from ****’s ******** ***** on September 23, 2010 along with a 4 year extended warranty on parts & labor from N.E.W. On June 15, 2013 the treadmill broke. Parts were provided to you by the manufacturer on June 25th and you contacted N.E.W. to have the parts installed. The first appointment was scheduled for July 5th but could not be confirmed by you. The technician never arrived on July 5th but an email was received on July 8th asking you to rate the service call on July 5th. You list numerous telephone calls to N.E.W. and the local service center *** *********** between July 9th and July 19th with no service ever being provided.   

The desired resolution listed in your complaint is to receive a new treadmill or a full refund of the $199 warranty you purchased.

A review of your service history for the service plan you purchased has been completed. The research revealed a service solution being offered to you On July 29, 2013. This would provide a ****’s ******** ***** gift card for the purchase price of your treadmill. 

I spoke with your wife on July 30, 2013 and apologized for the inconvenience and frustration during the claims process that resulted in no repair. I also indicted to her that you bringing the situation to our attention would allow us to improve our quality of service in the future.

Your wife verified that a gift card was promised for the purchase price of the treadmill and that she had no additional concerns or questions. As a gesture of good will I offered to send an additional $50 gift card for customer satisfaction, which she agreed to accept.

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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/10/2013 Problems with Product/Service
8/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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

****** ******

** * **** ******

******, ** *****

Complaint ID#*******

Dear **. ******

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you filed a claim with ******* 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,

******* ******, 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]

 Complaint: *******


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,

****** ******








Business Response:

August 8, 2013

****** ******

** * **** ******

******, ** *****

Complaint ID#*******

Dear **. ******

I am writing in response to your rebuttal on July 29th to N.E.W.’s original reply to your better Business Bureau complaint.

In your original complaint filed with the Better Business Bureau, you filed a claim with ******* Product Care plan and had not received your television back after sending it in for repair. Your television was 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. As of the date our original response was submitted I had not heard from you. 

I received an email from you on July 26th, after our original response was submitted indicating that you were dissatisfied with the handling of your concerns in an untimely manner. You also stated that you had received your television and it was still experiencing the same problems it was sent in for. Sending your television back in for repair was not an option you wanted to accept and asked to be reimbursed for the purchase price you paid for your television.    

A response to your email was sent by me on July 31st. I thanked you for your email. I stated that I am concerned to learn that your television is still not working properly after being repaired. My email advised that, for customer satisfaction, I initiated a service solution for you that would provide you with a check for the purchase price of your television. The check should be received in 3-5 business days at the address listed in your complaint; ** * **** ******. I asked you to please keep the television until you receive your check and then you may discard it.

Your concerns allow N.E.W. the opportunity to be able to improve our quality of service in the future. Please accept my apology for any inconvenience you were caused and do not hesitate to contact me directly with any questions.

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.

Regards,

******* ******, Senior Compliance Coordinator

cynthia.reeves@asurion.com      

voice (615) 762-1751 fax (615) 445-3348

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

Consumer Response: Better Business Bureau:

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

Regards,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ******* refused to honor warranty on my tv. ******* refused to honor warranty on my tv saying the lcd panel is damaged. we had a power surge of couse the lcd panel is damaged ******* little warranty booklet says it covers power surge's normal wear and tear mechanical and electrical failure and more.need help. service request number ********.

Desired Settlement: repair or replacement.

Business Response:

August 8, 2013

****** ****

*** ****** ****** **** ***

********** ** *****

Complaint ID#*******

Dear **. ****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, ******* refused to honor a warranty on your TV advising that the LCD panel was damaged and would not be covered. You state your TV had a power surge which is covered according to the terms of coverage booklet.  

The desired resolution listed in your complaint is for your TV to be repaired or for you to receive a replacement TV.

A review of your service history for the service plan you purchased has been completed. The research revealed photographs taken when your television was received that indicate impact damage to the LCD screen. Impact damage is from an external source not a power surge.

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

What is not covered: (1) repairs caused by accidental  or intentional physical damage, spilled liquids (UNLESS YOU PURCHASED A LAPTOP, CD/DVD PLAN AND/OR your receipt indicates you have purchased and adh plan), insect infestation, misuse, abuse,   Products with altered or missing serial numbers;

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,

******* ******* 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]

 Complaint: *******

I am rejecting this response because:


Regards,

****** ****

i got a email from newcorp saying
 

Dear ****** ****,

We are sending this message regarding your service contract with ******* STORES. We were not able to repair your product as specified in your terms and conditions. Due to this, we will issue a reimbursement for the purchase price of the product. A Check in the amount of $254.66 will be delivered to the below address within 7-10 business days.

*** * ****** *** ***
** ******** *** ****** **

If you have any questions or need further assistance, feel free to contact us at ************.

   
 
 
   Thank you very much.
******* STORES Service Solutions 


also ask for pictures they sent me one picture but was not my tv soon as i get check i was promised will close case. thank you . 



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I puchased a service plan for expensive electronics equiptment and when they broke they refused to send me a shipping label . I filed for a claim almost 2 months ago and everytime I call I keep hearing the same story. 7 to 10 business days I am still waiting also they give me a different story. We will send you a gift card for a new one to we will send a box to ship it back. I also talk to people from Arkansas to Montana to all over the place. I have called 5 times amd have been patient buy my patince has reached an end. They also have a gaurantee where any product over 150 dollars will be taken care of in 3 days. Well it is almost 2 months now with no resolve to my situation.

Desired Settlement: I want my money back for the plan and I want 2 new samsung galaxy's

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a printer for 149.99 from ****** ***** in ********, 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 ****** ***** 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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Guarantee/Warranty Issues
8/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Registration information states a wait of up to three days maybe required. The status of my account is still under this wait period. It's been over 10 days. I contacted customer service after the third day asking why is my account still being blocked from filing a claim. here is their response. Subject User issue from ******* Product Care /Replacement Plan Discussion Thread Response Via Email (********) 07/12/2013 12:07 PM EDT Dear *******, Thank you for contacting ******** Product Care Plans. I do understand how this would be a concern and I will be happy to assist. I did access your account and I am showing that your product is under the manufacturer's warranty. At this time you would need to contact Vizio for further assistance and their number is ###-###-####. If you have any additional questions or concerns about your Plan, please call us at ###-###-#### or you can visit www.productassist.com/walmart. Our helpful chat agents are available at this site during normal business hours. We're here to help, 24 hours a day, 365 days a year. Sincerely, The ******** Product Care Plan Team Please note this response does not address why my account is still being blocked under the 3 day wait period. I sent a second e-mail in response, stating the problem I'm having is not covered under the manufacture warranty but is under the policy I purchased with the T.V. at *******. It's been several days and I have yet to receive anything from this company.

Desired Settlement: allowed to file my claim and have my T.V repaired.

Business Response:

July 30, 2013

******* *********

**** **** ****

****** ******** ** *****

Complaint ID#*******

Dear **. *********,

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

 

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

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

I called the contact number listed in your complaint on July 29, 2013 and left a message for a return call to verify the appointment on July 31, 2013 for your television to be serviced. To date I have not heard from you.  

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

Regards,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

 
Thank you for your assistance in this matter. The BBB provides an invaluable service to the public

Regards,

******* *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure to supply proper service for warranty I purchased a treadmill about 5 months ago and it is broken. I took the warranty plan out along with the treadmill so I would be covered for a while. The treadmill is now not operational and after putting a service request in over a month ago and numerous phone calls to the warranty company it is still in my home not working. Noone ever called for an appointment of came to fix it. I finally put a complaint into the corporate office which I was given by the service person on the ******* . com customer service to complain to and I was told by corporate they can't help with ***********. When I asked if they were not part of ******* they said yes but seperate entity. There is noone else to complain to becuase *********** said corporate is the top. I have asked to have a refund or replacement because I am tired of calling and getting no where but they just keep pushing me around to other service pproviders that don't respond.

Desired Settlement: I would like a replacement or refund. I am not looking for anything else.

Business Response:

July 30, 2013

***** *********

** ******** ******

****** ******, ** *****

Complaint ID#*******

Dear **. ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you initiated a service request for your treadmill when it stopped working properly. Numerous calls were made by you to establish a service call but no appointment was ever made. You state you were directed back and forth between *********** and ******* corporate but no one would provide you with a replacement or a refund.

The desired resolution listed in your complaint is to receive a replacement for your treadmill or a refund for the cost of it. You no longer want to wait for it to be repaired.

A review of your service history for the service plan you purchased has been completed. The research revealed a lengthy delay in you receiving service for your treadmill originally and additional delay when parts to repair your treadmill were not ordered in a timely manner. A decision was made to provide a service solution to you for customer satisfaction. The service solution provides reimbursement for the purchase price you paid for the treadmill.  

We spoke on July 25, 2013 and I apologized for the delay you experienced with the repair of your treadmill. I offered you the service solution outlined in the previous paragraph for customer satisfaction and you accepted. A check for the purchase price you paid for your treadmill should be received in 3 to 5 business days.  

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,

******* ******, Senior Compliance Coordinator

**************************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  They were very responsive to my complaint and it has been resolved with 100%
satisfaction. ******* was a tremendous help.

Regards,

***** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told the 90 day warranty had expired and that since I bought the 2 year extended warranty I had to send the product back to the factory. I bought a ******** speaker from ********, *********, TN. on 012313 for $88.00 and the 2 year extended warranty for $9.00. On 061513 I returned it (it stopped working) for a refund, and was refused since the 90 day warranty had expired and I needed to send it back to the factory for settlement. It seems that since ******** sells the product and the extended warranty, it is their responsibility to provide the refund.

Desired Settlement: I spend at least $1000.00 per month at ********. Because of this incident I will be taking all of my business elsewhere.

Business Response:

July 26, 2013

*** *****

**** ********* ****

********** ** *****

Complaint ID#*******

Dear *** *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you were advised that the home theater system you purchased needed to be sent back to the factory when it stopped working properly. ******* refused to refund the purchase price to you due to it being over 90 days since you purchased the home theater system. 

The desired resolution listed in your complaint is to receive a full refund for your home theater system and the cost of the replacement plan you purchased for it.

A review of your service history for the replacement plan you purchased has been completed. The research revealed no service request was initiated for your home theater system when you contacted N.E.W. on June 19, 2013. The notes entered into our system indicate you being advised to contact the manufacturer for the issue that you were experiencing. Your registration with N.E.W. reflects a purchase date of January 23, 2013, which indicates that your home theater system is still under the manufacturer’s warranty until January 23, 2014.

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

Manufacturer’s Responsibilities:  Parts and services covered during the manufacturer’s warranty period are the responsibility of the manufacturer.

Please contact the manufacturer, ******** for your home theater system no longer working.

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,

******* ******, 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]

 Complaint: *******

I am rejecting this response because:
Here again are the details in summary:

1. The system stopped working.

2. ******* refuses to accept it and told me to contact the company (********)

3. I did via telephone. They wanted me to hook it back to the TV so they could trouble shoot it over the phone. I told them this was the second unit I had purchased

and would not do that as I had already bought a Bose unit, and wanted my money back.

4. I contacted BBB who contacted the insurance company who now wants me to contact the ******** Co., which I had already done with negative results.

Obviously no one is accepting responsibility. Please cancel this complaint and show it as unresolved.

Regards,

*** *****








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 *********** 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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the Buyer protection Plan and have mailed in the broken Polaroid Tablet in February 2013 and waited 7-10 days for the buyer Protection to refund the money, It is now June 10th and I still cannot get reimbursed. They agree to mail it to me, yet it is mailed out over and over and I never receive it. I paid for a service that I am not receiving. The amount is around the $150.00. I want the tablet refunded now.

Desired Settlement: I want the Refund that the buyer protection plan offers when they sold me the plan. I paid for the insurance to replace my product if needed. They excepted my money and are not delivering!! I want the refund and fed ex it or get it to me . I have been waiting months and months to replace the tablet.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2013 Problems with Product/Service
7/24/2013 Problems with Product/Service
7/23/2013 Problems with Product/Service
7/23/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I began having an issue with my HP desktop. It was overheating and shuting down. I called for service. Parts were shipped on 5/21/13. The techs came for service a week later on 5/28/13. They came with a motherboard and a power supply because the issue could have been caused by either part. When they connected the motherboard, they found that it was dead. I can only imagine that a DOA issue comes from allowing reconditioned parts for repairs. Since the motherboard wasn't working, they made no attempt to replace the power supply. They also warned that if the computer was used, it could cause unrepairable overheating. I had to wait another week for parts to be ordered. I do not understand why there is no expedited shipping available when an issue like a DOA board arrives. My next appointment was set up for 6/4/13 (3 weeks from the original call). I was excited to have my system up and running after wasting two days waiting for repairs. After replacing the motherboard, the system was still overheating. The techs said that they needed to replace the power supply. I wasn't concerned, since they must have it with them from the last service call. I was wrong. I don't understand why they would come the second time without the power supply when that could potentially be the problem, and what happened to the one they had the week before? Now I'm back to waiting 5-7 days for the power supply. Again, I wonder why there is not an option for a faster shipping option when an error has been made? To avoid burning out any more parts, the tech detached the power supply from the system, making the system completely unusable. Having to wait a month and multiple days for service is not an acceptable situation. The whole process could have been sped up with a little customer service and care for the length of shipping time, when all previous unrepairable issues were due to DOA parts or not bringing potentially needed parts.

Desired Settlement: Payout of the policy

Business Response:

Dear **. *******, Compliance received your complaint filed with the Better Business Bureau. In researching your concerns, I discovered that you were provided the desired resolution you listed in your complaint yesterday, July 10, 2013. A check for $773.72 was issued and sent to you under UPS tracking ****************** for delivery today.    Can you please verify receiving the check? Also, please do not hesitate to contact me directly with any unanswered questions or additional concerns. Thank you,  ******* ******, Senior Compliance Coordinator**************************      voice ###-###-#### fax ###-###-####Asurion I *** ********* ***** ********** ** *****www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2013 Problems with Product/Service | Complaint Details Unavailable
7/19/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like them to honor the warranty by issuing me a gift card.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2013 Problems with Product/Service
7/16/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: when sold I was told that the warranty on my IPod touch. I was told that ***-**** care plan I purchased would cover every type of problem with including damage. when my iPod screen cracked I was told the product care dose not cove this issue. so basically I paid extra for my iPod.

Desired Settlement: I would like it repaired or replacement ipod

Business Response: See Attachment

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

Better Business Bureau:

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

Regards, and like to thank the BBB and the respondent  for your understanding in this matter.

******** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2013 Problems with Product/Service
7/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an equipment warranty from this company via my ******* service.. We filed a claim and shipped out two laptops and when they returned they were not repaired.. The New Customers Service Company LLC is now stating that there is nothing they can do to rectify the situation. I was clearly informed by ******* that any repairs would have a 1 year warranty that would follow any repairs done to my equipment. The New Customers Service Company LLC has stated that they will not honor the warranty that ******* offered.

Desired Settlement: I would simply like The New Customers Service Company LLC to actually repair my lap tops properly or refund the entire service charge, along with the monthly charges i was paying for the warranty insurance. If one of the two outcome are not met, we will be filling a small claims suit against ******* and The New Customers Service Company LLC.

Business Response:

June 28, 2013

***** ****

*** ******* *****

******** ** *****

Complaint ID#*******

Dear *** ****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased an equipment warranty from N.E.W. via your ******* service. A claim was filed and 2 of your laptops were shipped out for repair and returned unrepaired. ******* advised you that any repairs carried a 1 year warranty that would follow any repairs completed to your equipment. N.E.W. has advised that they will not honor the warranty that ******* offered.   

The desired resolution listed in your complaint is for N.E.W. to repair your laptops or refund the entire service charges and monthly charges for the warranty service.

A review of your service history for the service plan you purchased has been completed. The research revealed that your laptops failed more than 10 months after the original repair.

In light of you being advised that the warranty on our repair was a year we are willing to reimburse you the service fees in the amount of $178.00. The monthly fee being refunded would need to be discussed with *******.

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,

******* ******, Senior Compliance Coordinator

**************************   

voice ***** ******** fax ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Twice, the business sent me a shipping box in which I was required to enclose my product (27" iMac, Apple computer), but the shipping box was too small After a second request for an adequately size shipping box, I received nothing and resorted to contacting customer service today after several weeks of not receiving a shipment box to inquire about the delay and to request a correctly sized shipping box. Additionally my claim was marked as "closed and repair complete" on the business' website productassist.com/NEX, even though my product hadn't even left my living room due to no shipping box. For several weeks these issues have prevented me from using my product for work and leisure which has been both inconvenient and frustrating.

Desired Settlement: Option 1: FOLLOW THROUGH in a timely manner and provide the service I paid for. First arrange for a correctly sized shipping box to be shipped to me that will fit a 27" iMac (Apple computer) and shipping label so that the product can be shipped to the service company for repair/refurbishment. Second emphasize to business' employees the importance of paying attention to detail to prevent issues like mine. Option 2: REFUND. Send a refund to me for $99.99, which is the amount I paid for this business' product coverage, if the business cannot follow through and provide me the services for which paid for. Emphasize to business' employees the importance of paying attention to detail to prevent issues like mine.

Business Response:

June 24, 2013

*********** *******

**** ** ******** ****

**** ***

*********** ** *****

Complaint ID#*******   

Dear *** *******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you have received two shipping boxes for N.E.W. that were too small for you to send your 27” iMac Apple computer in for repair. Additionally, the website productassist.com/NEX listed your claim as “closed and repair complete” prior to your receiving an appropriately sized box to send your computer in for repair. The delay in service has been being inconvenient and frustrating to you.

The desired resolution listed in your complaint is to receive an appropriately sized box in a timely manner or be refunded for the product coverage you purchased. You also, state that NEW should emphasize the importance of attention to detail to its employees to avoid issue like yours.

A review of your service history for the service plan you purchased has been completed. The research revealed an appropriate size box being sent to you on June 4, 2013 under UPS tracking ******************.

I called the contact number listed in your compliant on June 19, 2013 and left a message asking for a return call from you. I need to verify that you received an appropriate size box and sent your computer in for repair. To date I have not heard from you.

Please accept my apology for any inconvenience you may have been caused by not receiving an appropriately sized box. Let me assure you that this is not characteristic of the quality or reliability of our services. Your feedback will assists us in providing improved customer service in the future.                                                                                                                                                                                                                                                     

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,

******* ******, Senior Compliance Coordinator

**************************

voice ***** ******** ****** ***** ********* *** ***** ******** ****** ***** *********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2013 Problems with Product/Service
7/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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

******* **********

**** ********* *****

******** ** *****   

Complaint ID#*******

Dear *** **********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a product that stopped working. The product was sent in and you were promised a refund in 48 hours. A week later after speaking with 6 different people you have not received the refund.   

The desired resolution listed in your complaint is to receive the refund you were promised as soon as possible since the product was sent in as you were instructed to do.

A review of your service history for the service plan you purchased has been completed. The research revealed a gift card issued to you on June 3, 2013.

I called the contact number listed in your complaint on June 19, 2013 and left a message for you. I apologized for the delay in your gift card being received and I asked you to return my call to verify receiving your gift card. I also asked you to let me know if you had any additional concerns or questions. To date I have not heard from you.   

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

Regards,

******* ******, Senior Compliance Coordinator

**************************    

voice ***** ******** fax (**** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2013 Problems with Product/Service
6/30/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 **** *** 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

***** * **********   

**** *** ******

******* ** *****

Compliance ID#*******

Dear *** **********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased an HP laptop from ***** **** with a three (3) year extended warranty. It was a laptop for your daughter. Her laptop slipped off her bed and landed on its plug onto a carpeted floor. It was 3-4 months after the laptop had slipped off her bed that you sent the laptop in to N.E.W. for repair for the plug not staying in and the cd not always reading the disk. The laptop was returned to you unrepaired and it had a cracked frame around the screen, when it was turned on it had a critical error/fan failure and would not load anything. You believe the frame damage, fan failure and the laptop not loading anything happened when N.E.W. had your daughter’s laptop although N.E.W. has advised that these things could be a result of the impact damage found to have been done to your daughter’s laptop.     

The desired resolution listed in your complaint is to have the laptop repaired or replaced or to receive a store credit for the laptop.

A review of your service history for the service plan you purchased has been completed. The research revealed a service request initiated on February 18, 2013 for the corner your laptop’s LCD lid coming apart and the DC power jack not keeping the AC adaptor in place. The representative noted being advised that you thought this was due to normal wear and tear. Your daughter’s laptop was received by NEW on March 19th under UPS tracking #****************** and returned to you on March 28th under UPS tracking # ******************* Notes regarding the condition of your daughter’s laptop when it was received indicate that the laptop was found to have impact damage.   On March 27th a call was made to you to advise what had been found when your daughter’s laptop was diagnosed. Additional notes were entered on April 2nd and May 20th indicating that you disagree with N.E.W.’s denial of your repair.

The statements in your complaint that your daughter’s laptop slipped of a bed and came into contact with the floor at the plug substantiate that the laptop has had impact damage. The statements you made when you notified N.E.W. that the laptop needed repair because it had a crack in the corner of the LCD lid refute the allegation that the frame damage occurred when NEW had your daughter’s laptop. Consequently, NEW will not be able to repair, replace or provide a store credit to you for your laptop. 

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

WHAT IS NOT COVERED:

(3) DAMAGE FROM ACCIDENT, ABUSE, MISUSE, INTRODUCTION OF FOREIGN OBJECTS INTO THE PRODUCT, UNAUTHORIZED PRODUCT MODIFICATIONS OR ALTERATIONS;

(15) ANY LOSS OTHER **************** **********THAN A COVERED BREAKDOWN OF THE PRODUCT;

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,

******* ******, Senior Compliance Coordinator

**************************   

v**** ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a product from ******* 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, ******** (ID #******) 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

********* **** **** ***** ***** ***** ********** ** *****

Complaint ID#*******          

Dear *** ****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a product from ******* in January 2013 with an extended service plan from National Electronics Warranty. The product began to make noise so you contacted the service plan program to see what options you would have since you thought you would be issued a replacement. When you were advised a gift card would be issued you requested to speak with a supervisor and were advised one was not available and you should try calling back. You stated to the representative that you would call back the next day. A claim was completed before you could call back and a gift card was issued to you for the purchase price you paid for the product. When you spoke with a supervisor you were advised nothing could be done due to your claim being completed.

The desired outcome listed in your complaint is to receive a service warranty of $20 and a replacement for your product. 

A review of your service history for the service plan you purchased has been completed. The research reveals an electronic payment via gift card to you on April 26th in the amount of $183.99.  You should have received call back from a supervisor when you initially called on April 26th but unfortunately the representative you spoke with failed to create a task to notify the supervisor. A call from you to N.E.W. is noted in your service history on May 23rd. The representative you spoke with entered notes indicating that you were dissatisfied with the amount of your reimbursement due to the product now being more expensive and noted advising you of the terms of coverage related to your reimbursement for the purchase price of the product.

Specific language in the terms of coverage related to the terms of your plan is listed below for your reference:

Limit of Liability:

For any single claim, the limit of liability under this Plan is the lesser of the cost of (1) authorized repairs, (2) reimbursement for authorized repairs or (3) the price that you paid for the product. The total liability under this Plan is the purchase price that you paid for the product; in the event that the total of all authorized repairs exceeds the purchase price paid for the product, we shall have fulfilled all of our obligations under this Plan.

The Service Plan you purchased for your product provided a means for you to receive reimbursement for the purchase price you paid for the product. No refund of the cost you paid for the service plan will be forth coming as you have utilized the service plan.  

Please accept my apology for any inconvenience you may have been caused as you indicated that you had received poor customer service. Let me assure you that this is not characteristic of the quality or reliability of our services. Any feedback from our customers assists us in improving our customer service in the future.                                                                                                                                                                                                                                                    

 

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,

******* ******, Senior Compliance Coordinator

**************************      

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Samsung stainless steel dishwasher DMT800 Series in May 2010. I didn't not have it delivered till January 2011. Since we didn't have it delivered till January, ***** did not have the dishwasher we purchased. They upgraded us to the next model. Which I was told it was a $800 dishwasher. Within the first couple months I made my first service call. It was a minor problem and was fixed. In August 2012 it broke. I was getting a error message SE. I called in a service call and it was supposedly fixed. The next day it broke again. I put in a second service call for the same error/problem. They sent out a different repair man. More parts were order and i had a month without a dishwasher. I was told by the repair center if I had to make a 3 call about the same problem they would buy me a new dishwasher. So I have made my third call about the same error message and problems again this week. Now they have told they are ordering me new parts again and not buying me a new dishwasher. I am now told I have to wait for a forth complaint in order for them to buy me a new dishwasher. First of all there should not be a third major problem with a dishwasher in a 2 1/2 year of use. I was obviously sold a lemon. I want a new dishwasher with a new 5 year warranty with it.

Desired Settlement: I want a new stainless steel Samsung dishwasher comparable to the one I have now. I want a new 5 year warranty with the new dishwasher.

Business Response:

June 13, 2013

***** ******** *** ********* **** *********** ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you bought a Samsung stainless steel dishwasher in May 2010. Within the first two months you scheduled a service call on it and the minor problem was fixed and then in August 2011 it broke. You were without your dishwasher for a whole month at one point. The service center advised that if you had to make a 3rd call for the same problem you would receive a new dishwasher. When the dishwasher failed again for the same reason you were advised you would have to make 4 call for the same problem before a new dishwasher could be provided. This is not reasonable to you, as a dishwasher should not have the same major problem 3 times in 2 ½ years.   

The desired resolution listed in your complaint is to receive a new dishwasher comparable to the one you purchased and a 5 year warranty plan on it.

A review of your service history for the service plan you purchased has been completed. The research revealed a service solution approved for you on June 11, 2013 due to multiple repairs for the same problem without a resolution. The service solution will provide a reimbursement check to you for the purchase price you paid for the dishwasher.  

We spoke on June 12, 2013 and I apologized for any inconvenience you may have been caused by your dishwasher not being repaired. The reimbursement check should be received by Monday, June 17th. When asked you indicated that you had no additional concerns or questions.

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,

******* ******, Senior Compliance Coordinator

**************************     

voice (**** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/22/2013 Problems with Product/Service
6/22/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want my mailing label so that they can refund me and I can buy a new iPod touch.

Business Response:

June 10, 2013

**** * *******

*** ******* ****

******* ** *****

Complanit ID#*******

Daer **. *******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you contacted N.E.W. regarding the cracked screen on you Apple iPod Touch two months ago. N.E.W. advised that a shipping label would be sent to you for your Apple iPod Touch to be sent in. As of the date you filed this complaint with the Better Business Bureau you have not received the label.   

The desired resolution listed in your complaint is to receive the shipping label so a refund can be sent to you for your Apple iPod Touch.

A review of your service history for the service plan you purchased has been completed. The research revealed a check issued to you on May 29, 2013 for $294.44 for your Apple iPod Touch. We no longer require your Apple iPod Touch to be returned.

I called the contact number listed in your complaint on June 7, 2013 and left a message asking you to call me and verify you received the check. I also asked for you to let me know if you had any additional concern or questions. To date I have not heard for you.

 

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

Regards,

******* ******, Senior Compliance Coordinator

**************************  

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Seven months ago, I purchased a used guitar amplifier through ****** ******. The amplifier was a Carvin V**** combo amplifier, with stock upgrades to the speakers. The stock upgraded speakers were Celestion Vintage 30’s. N.E.W. manages ****** ******* extended warranty, *** ********. 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 ****** ****** 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 *** ******** 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. *** ******** 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 *** ******** 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 *** ******** 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 ****** ****** gift card. There are no Carvin V3’s available with the stock speaker upgrade through ****** ******. 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 ****** ****** 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 ****** ****** as the original refund came in the form of a ****** ****** gift card. Original Refund -$565.76 Plan Refund after contacting ****** ****** -$74.73 Cheapest available used Carvin V**** combo amp $599.99 2 Celestion Vintage 30 speakers $299.98 Shipping $12.50 Tax (**** 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

***** * ***** **** ***** ***** **** * ***** ** *****

Complaint ID #*******                               

Dear ** *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a used guitar amplifier from ****** ****** along with *** ********’s extended warranty that N.E.W. administers. The amplifier had issue a month after you had purchased the amplifier. You took the amplifier back to ****** ****** and it was sent to a repair center. The repair center that ****** ****** sent your amplifier to advised that the part necessary to repair your amplifier was only available by sending your amplifier to the manufacturer for repair. After this you contacted *** ******** and advised that you had been told that the amplifier needed to be sent to the manufacturer for repair and that the cost for that would be within the limit of liability in the terms of your plan. *** ******** did not send your amplifier to the manufacturer but to a different service center. When your amplifier was returned to you the original problem was worse and the master controls no longer worked. Once again you contacted *** ******** and sent your amplifier in along with a request for it to be sent to the manufacturer which was denied. This time the service center advised that the amplifier could not be repaired economically and you would be reimbursed for the purchased price you paid for the amplifier. A ****** ****** gift card was provided in the amount you paid for your amplifier.

You state that you believe that the terms of your plan indicate that a reimbursement of the purchase price will only occur if the product cannot be repaired within the limit of liability. Additionally, you believe that the manufacturer could repair your amplifier within the limit of liability and *** ******** refused to have the repairs completed by sending your amplifier to the manufacturer.

The desired resolution listed in your complaint is to receive enough money to fully replace your amplifier. Your calculations indicate that would be an additional $343.38 more than you have already received.

A review of your service history for the service plan you purchased has been completed. The research revealed multiple repairs to your amplifier and notations regarding your request to have your amplifier sent to the manufacturer. When the second service center advised you that the purchase price would be reimbursed, a gift card in the amount of $565.76 was issued to you. Additionally, you were issued a check for $31.14 for some shipping and reimbursed for the cost of the service plan you purchased for $74.73.

In light of the service plan you purchased, being what allowed you to be reimbursed for the purchase price you paid for your amplifier, the $74.73 cost of the plan should not have been refunded to you. Consequently, no additional monies will be forth coming as N.E.W. has met its obligation to you under the terms of the service plan you purchased.

Specific language in the terms of coverage related to your complaint is listed below for your reference:

Limit of Liability:  The limit of liability under the Repair Plan is the least of the cost of (1) the purchase price of the Covered Product, including tax, (2) authorized repairs not to exceed the purchase price of the Covered Product, or (3) replacement of the Covered Product with a product of like kind and quality that performs to the factory specifications of the original product, or (4) reimbursement for repairs or replacement authorized in advance by NEW. Upon replacement, we shall have fulfilled all of our obligations under this Plan.

No Lemon Policy:  After three (3) service repairs have been completed during the term of this Plan on the same component of an individual Covered Product and that Covered Product component requires a fourth repair, as determined by us, we will replace it with a product of like kind and quality that performs to the factory specifications of the original product. Upon replacement we shall have fulfilled all of our obligations under this Plan.

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,

******* ******, Senior Compliance Coordinator

**************************      

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an LG Optimus Zip and a 2-year ******* Product Replacement Plan with cash from ******* in ******** ** ***** in 2012. On May 16 2013 I called the company to replace it and was told it was not covered because my total product cost with the plan was $214. The company only covers phones up to $199. My phone cost $189.98 without the plan. So, I called back and talked to a different representative. This representative told me to put my LG Optimus Zip, receipt from *******, and my ******* Product Replacement Plan card in a box and bring it to UPS. I did this on May 16 2013 at 2pm. The same representative told me I would receive a gift card of equal value to the LG Optimus Zip or a replacement phone of equal value within 48 hours as their terms and conditions state. On May 21 2013 I called the Product Replacement Plan company again having received no gift card, phone, or e-mail. They apologized and sent me an eGift card for $86.27 at 5:30pm on May 21 2013. The value of the LG Optimus Zip I mailed them on May 16 2013 was $189.98. I have since spoken with my ******* store, *************, and the N.E.W. Product Replacement Plan company and they have yet to give me the appropriate refund or replacement phone or even to return my original LG Optimus Zip. Approximately 15 phone calls and one trip to ******* have been made regarding this issue since I initiated my return on May 16 2013.

Desired Settlement: I desire a phone of equal or greater value to my original LG Optimus Zip, purchased with a 2-year ******* Product Replacement Plan in 2012 from *******. I do not deserve a new ******* Product Replacement Plan. Thank you.

Business Response:

June 4, 2013   

******* * ********

** ****** ****** **** *

********* ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased an LG Optimus Zip and a 2 year replacement plan from ******* in 2012. On May 16, 2013 you needed to have it replaced, called in  and were advised that it was not covered due to the cost when you purchased it being more than $199.00. After this, you called back again and a different representative advised you that you needed to send the cellular phone, the receipt from purchasing the cellular phone and replacement card you were provided for your plan in order to receive a gift card for the amount of your purchase. On May 21, 2013 you received an eGift card for $86.27. As of the date you filed this complaint you have not received the correct amount you state you paid for your LG Optimus Zip.

The desired resolution listed in your complaint is to receive a phone equal to the LG Optimus Zip you purchased from ******* with a 1 year product replacement plan. 

A review of your service history for the service plan you purchased has been completed.  The research revealed a registration for a ******* cellular device with a purchase price of $79.88 in December 2011. Calls you made to N.E.W. after you receive the $86.27 gift card are noted in your service history. You advised the representative that the LG Optimus Zip was purchased after the ******* device but no new plan was purchased for it. You were refunded for the purchase price of the ******* cellular device due to submitting the receipt for the ******* device. The representative advised you that in order to receive the additional amount you paid for the LG Optimus Zip you would need to submit the receipt for the purchase of it. To date the receipt has not been received by N.E.W.      

Please fax a copy of your receipt for the purchase of the LG Optimus and I will be glad to refund you the additional amount you paid for it.

If you have any questions regarding this matter, please do not hesitate to contact me directly at ***** ********.

Regards,

******* ******, Senior Compliance Coordinator

**************************      

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2013 Problems with Product/Service
6/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased A Vizio tv from ******* along with an extended warrantee. We have an intermittent sound issues with the tv and this company has now made three (3) attempts to fix the intermittent sound issue without success. Their policy is after the 3rd time they come back out to examine the tv again before they replace the tv or refund the purchase price. The company has been out to repair it three times and will be coming out again to hear the sound issue which again is intermittent. The issue: again the issue is intermittent and when the repair tech comes out again and does not hear the issue they will not replace or refund. It would take a tech to come to our house and watch tv all day with us to assure they hear the issue. This is not realistic. We are headed down the road where they continue to come out in hopes to hear the issue and if they don't and the warrantee expires we are stuck with a lemon tv.

Desired Settlement: We want a refund for the purchase price of the TV. We do not want to replace it with the same model since we have had nothing but problems with this one.. The only way for a tech to hear the issue is if he remains at our home waiting for this intermittent issue to occur. Again I can see where this company will use the excuse they did not hear the problem in the few minutes the tech is here and we ultimately end up owing a lemon Vizio TV.

Business Response:

May 31, 2013

******** ** *****

* ******** *****

********* ** *****

Complaint ID#*******

Dear *** *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a Vizio TV from ******* along with an extended warranty. You experienced intermittent sound issues and have had your TV repaired 3 times by N.E.W. with no lasting resolution. A technician is scheduled to come to your home again and you are concerned that he will not be able to diagnose the sound issues since it is intermittent. If he cannot diagnose the sound issue in the short time he is in your home you are concerned that N.E.W. will not replace your TV or refund you for the purchase price.

The desired resolution listed in your complaint is to be refunded for the purchase price of your TV due to having multiple repairs without any resolution.

A review of your service history for the service plan you purchased has been completed. The research revealed a service solution being approved for you on May 16th. This provided a check for the purchase price you paid for your television. Check number ******** for $689.15 was issued on May 20th and has been reconciled with the bank.

I called the contact number listed in your complaint on May 24th and left a message to verify you receiving the check. I asked that you return my call if you had not received the check and if you have any additional questions. You did return my call later that evening on May 24th to advise that you received the check and would close out the complaint you had filed with the Better Business Bureau.

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,

******* ******, Senior Compliance Coordinator

**************************    

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2013 Problems with Product/Service
6/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an appliance warrantee on the purchase of my new washer and dryer in November 2011. In April 2013 I called for a repair due to the washer not spinning out. The warranty company came out 3 times to fix the machine, over a 3 week period. Wrong parts, missing parts, .. end result the machine was more broken then when they started and is now in parts. The warranty company agreed to replace the washer, which I do appreciate. I was told on Wed May 1st I had to wait three business days for the process of the replacement. Today I was told that 1) They are only giving me six hundred dollars plus tax, when the cost of the same exact machine from home depot is $799. 2) They are sending me a gift card regular mail for that amount. So now, in order to replace the washer that matches the dryer, I have to wait another week to receive the gift card (going on over a month without a washing machine), pay $200 more than then the reimbursement. In addition, I am forced to buy it from **** ***** vs. shop around for a better price, because of the form of reimbursement. I called and asked them if they could stop the gift card and issue a check so I can pay for the washer today via my credit card, they said no. I asked if they could give me the gift card number so I can order the washer today online, they said no. I spoke to many people today. The last person was a supervisor ****** id #******.

Desired Settlement: I would like them to issue me a credit on my home depot cc or send me a check for the additional $199 plus tax. I would also like them to pay for the wash and fold service I will need to use AGAIN, due to the fact that they issued a gift card, regular mail, and refuse to give me the card number to make the purchase of the washing machine today. I will provide the receipt for the wash service.

Business Response:

May 24, 2013

***** *****

**** ** **** ******

**** ****** ** *****

Complaint ID#*******

Dear **. *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased an appliance warranty on your new washer and dryer in November 2011. In April 2013 the washer would not spin the water out and you called for a repair. Over a three week period your washer was repaired 3 times, parts were replaced and added and now the washer remains disassembled. On May 1, 2013 the warranty company agreed to replace your washer with a **** ***** gift card that would take a week for you to receive. This is not satisfactory to you due to the inconvenience you have been caused and the amount of the gift card not being enough to purchase the exact washer to match your dryer.

The desired resolution listed in your complaint is to receive the additional $199.00 a new washer will cost you as a store credit or in the form of a check. Additionally, you want to be reimbursed for the wash and fold service you have had to utilize while your washer has been broken.        

A review of your service history for the service plan you purchased has been completed. The research revealed a Maytag Washer registered with a 48 month service plan on November 20, 2011. The purchase price of the washer is listed as $600.00. A check was issued to you on May 8, 2013 in the amount of $636.00 the purchase price you paid plus tax. This reimbursement satisfies N.E.W.’s obligation owed under this contract.    

We spoke on May 22, 2013 and I apologized for any inconvenience you may have been caused. I addressed your request for reimbursement for the wash and fold service you had to utilize while your washer has been broken. N.E.W. will reimburse the amount of $61.05 to you along with an additional $113.95 for customer satisfaction. A check should arrive in the next 5-10 business days at your **** ** **** ****** address.

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,

******* ******, Senior Compliance Coordinator

**************************      

voice ***** ******** fax ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2013 Problems with Product/Service
6/4/2013 Problems with Product/Service
6/4/2013 Problems with Product/Service
6/4/2013 Problems with Product/Service
6/4/2013 Problems with Product/Service
6/4/2013 Problems with Product/Service
5/28/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
5/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted this company who also goes by (***** extended protection plans) at 6:05 pm on 5/2/2013 about an issue with a dishwasher that I have. I explained again that at this time I have had 2 separate repair companies, *** *********, and A&E appliance to my home to make repairs a total of 5 times with a total of 9 repair men. Thus far a total of 5 parts have been replaced in which it took a week to two weeks for each part to arrive and yet the appliance still does not work. The call taker was less than empathetic with my issue and offered no assistance only excuses stating that I had not reached the number of complaints for the Lemon Law to work for me even-though no one can get it to work. She was very curt and snippy and started to have an attitude with me on the phone when I requested a simple call from a supervisor as her lack of ability to help was apparent.

Desired Settlement: I herby request a written apology and immediate repair or replacement of the defective dishwasher.

Business Response:

May 16, 2013

**** ********

**** * ***** ***** ******* ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you contacted ****’s Extended Protection Plans on May 2, 2013 regarding an issue you were having with your dishwasher. Your call was to advise ****’s that there have been two separate repair companies to your home to make repairs a total of five (5) times. You have seen nine (9) repairmen. Five (5) parts have been replaced, which took one to two weeks each time to replace. The representative you spoke with explained that you had not reached the number of repairs required to be eligible for the “No Lemon” policy in the terms of your plan. You indicated that she provided poor customer service when you requested a supervisor.

The desired resolution listed in your complaint is to receive a written apology and have your dishwasher repaired or replaced immediately.

A review of your service history for the service plan you purchased has been completed. The research revealed that a service solution was approved for you to provide customer satisfaction. The service solution provided you with a reimbursement check for the purchase price of your dishwasher.

I called the contact number listed in your complaint on May 7th and left voicemail for you. I asked for you to return may call to verify that you received the reimbursement check that was sent to you. I advised that you could contact me directly with any additional concerns or questions for N.E.W. I received a voicemail message from you the evening of on May 7th advising that the reimbursement check had been received by you. To date I have not heard back from you.

Please accept my apology for the poor customer service you state you received. It is not characteristic of the quality or reliability of our services. Any feedback from our subscribers assists us in coaching our reps for improved customer service in the future                                                                                                                                                                                                                                                    

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,

******* ******, Senior Compliance Coordinator

**************************      

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim # ******** 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 ********. 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 ******* 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

****** **

** ***** ****** ***** ****** ** *****

Complaint ID#*******

Dear **, **,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you filed claim #******** early in April 2013 for your digital camera and have been advised 4 times that you will receive instructions on how to send your camera in for repair. As of the date of your filing this complaint (1 month later), you have not received instruction on how to send your camera in for repair. No label or instructions have been mailed or emailed to you as you were advised they would be.

The desired resolution listed in your complaint is to receive a means of sending your camera in for repair and then having your camera repaired as soon as possible.     

A review of your service history for the service plan you purchased has been completed. The research revealed that a label had been received by you but it contained an incorrect address for your camera to be returned to you. Your service history is noted that the return address was corrected to avoid any concerns with your camera being sent back to you after it is repaired.

We spoke on April 30, 2013 and I apologized for any inconvenience caused by you not receiving a label to send your camera in for repair. You advised that you had sent your camera in for repair but were concerned after checking the online tracking via UPS that it was not scheduled to be delivered to the service center until Monday May 6th. The reason for your concern is that you need your camera back by May 22nd to be able to take pictures of your son’s graduation that evening.

I advised that I would reach out to the service center once your camera was received to expedite the repair for you. We spoke again on May 7th and I advised that your camera was received by the service center. I asked for the manufacturer and model of the external flash that was not working with your camera. You advised they were a 580EX2 and a 430EX2, both of which are compatible with your T3I Cannon camera that was sent in for repairs. You stated that it seemed like the shoe where the flash plugs into the camera was loose as you could hold the flash in to the shoe a certain way and it would work. I emailed the service center with this information on May 7th.

On May 14, 2013, I received an email for the service center that was repairing your camera. They advised that your camera had been repaired and was shipped back to you under UPS tracking #****************** for next day delivery. We spoke on May 14, 2013 and I advised you that you should expect your repaired camera back in time for you to take pictures at your son’s graduation On May 21, 2013.

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,

******* ******, Senior Compliance Coordinator

**************************      

***** ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Accidental damage to a laptop in which it fell along with a cup of coffee from a counter.. I was directed to wipe it down and let it dry, then ship it with provided label. Computer was shipped via UPS ground - clean & dry. Upon service company's receipt of the unit - mold had grown during transport as a result of the accident. The company then shipped the laptop via UPS standard ground shipping. When I opened the box - a packing slip stated service was denied and unit was said to be a BIOHAZARD! The outside of the box was not labelled stating it contained a Bio-Hazard. I was told to have the unit professionally cleaned, company refused to put the statement in writing. I also called UPS - and the Service company did not inform UPS that the contents were labelled a Bio-Hazard. When I spoke with ***** ID#****** - he stated that he knew nothing about that. I inquired as to whether this was standard practice of the company - and he could not answer. The outside of the box was not labelled and I did open it inside of my home. The company refuses to honor its warranty against the accident or anything that happened as a result of the reported accident.

Desired Settlement: Honor the warranty as written.

Business Response:

May 22, 2013

****** * *****

**** ** ******** **** ****** ****** ** *****

Complaint ID#*******

Dear *** *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, your laptop was accidentally damaged when it fell from a counter along with a cup of coffee. The instructions you received when you filed your claim were to wipe the laptop off and let it dry prior to sending it in for repair. The laptop was shipped UPS ground with the label N.E.W. provided. The laptop was returned via UPS ground to you unrepaired. The box contained a packing slip stating that service to your laptop was denied due to the unit being a Biohazard. There was no indication on the outside if the box that it contained a biohazard. Your complaint indicates that UPS advised you that they were not advised that the contents of your package were labeled as a biohazard. When you called N.E.W. after receiving your laptop back you were instructed to have the laptop professionally cleaned before sending in back in for repair.         

The desired resolution listed in your complaint is to have NEW honor the warranty on your laptop as written and finish the job.

A review of your service history for the service plan you purchased has been completed. The research revealed that a determination was made on May 13, 2013 to reimburse you for the purchase price you paid for your laptop. A representative from ********* spoke with you that same day and has advised me that you accepted the reimbursement. The reimbursement check was sent out on May 17, 2013 under UPS tracking #******************.

We spoke on May 16, 2013 and I apologized for any inconvenience you may have been caused. I advised that your reimbursement check should be received via UPS. I also let you know that I would need for you to return your laptop directly to me in Compliance. I called you again on Friday, May 17, 2013 and advised that a FedEx label for that purpose would be delivered under FedEx tracking #7997 7876 6379.      

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,

******* ******, Senior Compliance Coordinator

**************************   

***** ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a service contract at **** 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, ****, 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

****** ****

***** ** ** ******** ** *****

Complaint ID#*******

Dear *** ****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchase a service contract at **** ********* in May 2011 to cover your son’s laptop for 3 years. The screen on the laptop is white and the laptop repair was denied due to a crack near where the cord inserts. A representative you spoke with advised that the physical damage was your responsibility and would need to be repaired prior to having the white screen diagnosed or repaired under the service contract. You state that the contract does not say this and normal wear and tear of this kind should be covered.

The desired resolution listed in your complaint is to have your son’s laptop repaired for the white screen regardless of the tiny crack in the casing. 

A review of your service history for the service plan you purchased has been completed. The research revealed a determination was made on May 8, 2013 to reimburse you for the purchase price you paid for your son’s laptop. A representative from N.E.W.’s corporate office called you that day and advised you that you would be receiving a reimbursement check. Check #******** was issued on May 9, 2013 and delivered on May 10, 2013 under UPS tracking ******************. This provides a means for you to replace your son’s laptop.

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,

******* ******, Senior Compliance Coordinator

**************************     

***** ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

Regards,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a product replacement plan at a ******* store in ***** ** for my iPod touch I bought back in march 2011. I registered my product and filed a claim because my iPod had gotten broken. The sales person told me that I could throw my iPod and break it and it would be replaced or fixed for free. Since then I cherished my iPod, even had several cases to protect it from damage. However there was an accident and it was broken. I filed my claim with the ******* product plan. I told them exactly what was wrong with it and had me send it in for repairs. I sent it in for repairs only to get it sent back to me. I've been on the phone with ******* ***** from ******** ********** ******* for rough 42 minutes. I spoke with **** who seems happy to help me at the poway *******. The product I purchased was a replacement plan going by what the sales associate stated to me. I personally wouldn't purchase a simple service plan because its just an extension of a warranty. I have children accidents happen... I've been called a liar by other representatives of the national electronics company. One guy even said I didn't purchase the product from *******.

Desired Settlement: Replacement, repair or refund of iPod And the plan I purchased

Business Response:

May 2, 2013

******** ********

***** ******** ********* **** *** ****** ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a replacement plan for your iPod Touch at ******* in March 2011. You registered the product and filed a claim due to your iPod being broken. The representative that sold you the iPod Touch advised that the iPod would be repaired or replaced even if you threw it down and broke it. Your iPod was sent to N.E.W. under the Product Care plan per their request after you had explained exactly what was wrong with it. The iPod was returned to you unrepaired and you called N.E.W. and were advised that you had purchased a service plan for your iPod and accidental damage from handling (ADH) was not covered.        

The desired resolution listed in your complaint is to receive a replacement, repair or be refunded for the iPod and the plan you purchased.

A review of your service history for the service plan you purchased has been completed. The research revealed that the representative you spoke with on April 24, 2013 regarding your concerns requested that you email or fax to her a copy of your receipt to validate that you had purchased a replacement plan that provided ADH for your iPod Touch. As of today’s date, April 30, 2013 the receipt has not been received.

We spoke on April 30, 2013 and I apologized for any inconvenience you may have been caused. A determination was made to reimburse you for the purchase price of your iPod as a customer satisfaction courtesy due to you being provided with incorrect information at the point of sale. You agreed that the reimbursement would provide a resolution to your complaint. The reimbursement check should arrive in 5-10 business days. The cost of the service plan you purchased cannot be refunded due to the plan being utilized when reimbursement for the purchase price of a product is provided.

When asked you had no additional concerns or questions. 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,

******* ******, Senior Compliance Coordinator

**************************      

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like to be reimbursed for the part of the plan due to this lack timely service and wrongful expectations. Each time they say it will take 3-5 business days and it usually ends up 3 weeks. Lastly I would just like to finally get the replacement charger.

Business Response:

May 8, 2013

****** ******

**** * ********* ****** ******** ** *****

Complaint ID#*******

Dear *** ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a product assistance plan for your iPad4 after receiving it as a gift. You submitted a claim in February 2013 to receive a replacement charger and as of the date of your filing this complaint you have not received the charger. In your complaint you state you have received 3 chargers that were the wrong version for your iPad4.

The desired resolution listed in your complaint is to be reimbursed for part of the plan you purchased due to the lack of timely service. You also want to receive the correct replacement charger for your iPad4.

A review of your service history for the service plan you purchased has been completed. The research revealed that you were sent the incorrect adaptor for your iPad4 multiple times. A determination was made to offer a service solution to you in reimbursing you for your iPad4 due to this inconvenience.

A representative from ******* Care Plan spoke with you, on my behalf on Friday, May 3rd to advise that N.E.W. was willing to offer a service solution to you that would reimburse you for your iPad4. The representative indicated that you declined the service solution and wanted to receive the adaptor that was in transit to you. As a good will gesture the representative advised that N.E.W. would reimburse you for the purchase of an adaptor if the one in transit was not the correct version. You verified receiving the correct adaptor for your iPad on May 7th.

We spoke on May 8, 2013 and I apologized for the inconvenience you were caused by receiving multiple adaptors that were not compatible with your iPad4. I offered you a $25 ******* gift card to provide added customer satisfaction for your inconvenience and you accepted. The gift card should be received in 5 to 10 business days. 

Unfortunately, the ******* Care Plan that you purchased for your iPad4 provided a means for you to receive the adaptor or a reimbursement and cannot be partially refunded to you as you have utilized the plan.   

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,

******* ******, Senior Compliance Coordinator

**************************      

voice ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

Regards,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought my son a tablet the day after Thanksgiving for a Christmas gift from **** * **. The cost of $86.49 PLUS $9.99 Warranty. The Warranty says the company will fix or replace the product under the "FOR SERVICE PLANS". I was told this could not happen because the product was no longer available. While on the phone with National Electronics Warranty, LLC AKA N.E.W. I look up the product at *** * ** online. It's there. However the cost is no longer the holiday cost, it is now $99.99. The company now tells me that they will not replace the tablet. Nor do they offer to fix it. Instead I have to settle for a gift card that will not cover the cost of a new tablet. Of course on the warranty under "FOR REPLACEMENT PLANS" says they will replace the product for a similar product or refund the cost at their discretion. Okay my issue with this is at no time while buying the warranty was this information given to me. I had to drive to **** * ** to get a copy of the warranty. This company is VERY deceitful and will lie to you. Shame on them and **** * ** for misleading their customers with all their double talk. Also it was hard to locate this company on the BBB website. There seems to be more than a few address for the same company. VERY SHADY. I feel entitled to a full replacement of the this product or at the very least they should at least try and fix it.

Desired Settlement: I feel entitled to a full replacement of the this product or at the very least they should at least try and fix it

Business Response:

April 29, 2013

****** * *********

**** ** ******** ****** ******** ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a tablet for your son after Thanksgiving from **** * ** along with a warranty for it. When it required service you were advised that it could not be replaced due to it no longer being available. You were advised you would receive a gift card for the purchase price you had paid for it.

The desired resolution listed in your complaint is to receive a full replacement for your tablet or for NEW to attempt to repair it. 

A review of your service history for the replacement plan you purchased has been completed. The research revealed a Coby Electronic tablet PC registered with a 15 month replacement plan on November 23, 2012. The purchase price of the tablet is listed as $78.98. This is the total amount that will be reimbursed to you under the terms of the replacement plan you purchased. When you contacted N.E.W.to utilize the replacement plan you purchased you were advised that you would receive a gift card for the purchase price you paid for your tablet. This was due to your tablet no longer being available.  

Your tablet is in route to N.E.W. via UPS tracking ****************** and is scheduled to be delivered on April 29, 2013. Once your tablet is received by N.E.W., you will then be reimbursed the original price you paid for your tablet in the form of a **** * ** gift card.

 Specific languages in the terms of coverage related to your complaint are listed below for your reference:

For Replacement Plans: We will replace the Product with a product with similar features or reimburse You for the original purchase price of the Product, at Our discretion, when required due to a Breakdown, including those experienced during normal wear and tear, which is not covered under any other warranty or service contract. If Your Product requires replacement, You will be instructed to ship Your Product to Our authorized service center, per Our instructions.  N.E.W. will pay for the cost of shipping Your Product to the Our authorized service center for replacement.  You will then be reimbursed the original price of Your Product in the form of a **** * ** gift card.

I apologize that you misunderstand the terms of the replacement plan you purchased. However, replacement plans are not designed to compensate for increased cost in a product, they are to provide reimbursement for what was originally purchased.

If you want to be reimbursed for the $129.00 purchase price you paid for the tablet please do not hesitate to contact me at ***** ********.

Regards,

******* ******* ****** ********** *********** ************************** ***** ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In January of 2013, I was guaranteed a refund gift card to ****** *** by their warranty program, *** *********. I mailed my faulty product to them and they issued a gift card for the amount of purchase. The gift card never arrived. I called again in early March to check and let them know I never received it. They reissued the gift card again. I still never received it. I called again on April 16th and was told they would send another gift card and would expedite the problem due to their incompetence. I took down the agents name and was told it would arrive within 5-7 business days. Her name was Jackie and I asked her specifically, "It will arrive between April 22-24, correct?" "Yes, maam." STILL never received the gift card. I called again on April 26th and was told it had been reissued on 4/18 (NOT 4/16 as promised) and was scheduled to arrive on May 2nd. I asked to speak to a supervisor. The supervisor, Amanda said, in the same phone call, that it had been processed on 4/22 (NOT 4/18!) and was scheduled to arrive on May 6th! I asked the supervisor, ****** to give me a tracking number so that I could be aware of the progress of the gift card. She said it was sent regular mail and there is no tracking number. Why would a company not ship gift cards with a tracking number? She has no way to prove to me that she ever sent the gift card, this 4th time I have called. I have been trying to get this refund for 4 months. They received my returned product in January and I still have no refund.

Desired Settlement: I would like to receive my gift card/store credit directly in my local office max store. I want to walk into the store and receive my refund. I am tired of the back and forth with the insurance company and I do not accept any of their assurances. I am a maxperks member and frequent shopper for our 2 businesses and personal use. If office max wishes to keep my business, they have a great deal of customer service work to do on my behalf.

Business Response:

May 2, 2013

******* * ********

*** *** ******

*********** ** *****

Complaint ID# *******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you were guaranteed a refund for your faulty product in the form of a gift card through the Max Assurance warranty program in January 2013. Although you have contacted N.E.W. numerous times, as of the date you filed this complaint you have not received the gift card you were guaranteed.  

The desired resolution listed in your complaint is to receive the gift card directly from your local Office Max store or a store credit by visiting your local ****** *** store.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that a gift card was originally issued it on February 1, 2013 and cancelled on March 12, 21013 and reissued on March 14, 2013 and canceled on April 16, 2013 and reissued on April 18, 2013. These transactions were initiated due to your advising that the gift card had not arrived.    

We spoke on April 30, 2013 and I apologized for any inconvenience you had been caused. I asked if you would agree to having the last gift card N.E.W. issued cancelled and having a check for the purchase price of your product being sent to you overnight. You agreed that this would be acceptable to you. A check was cut on May 2, 2013 and sent out for overnight delivery via UPS tracking #******************

I also apologized for the poor, unprofessional service you indicated that you had received and assured you that it is not characteristic of the quality or reliability of our services. Any feedback from our customers assists us in improving our customer service in the future.       

When asked, you had no additional concerns or questions. 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,

******* ******, Senior Compliance Coordinator

**************************   

voice (**** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Product is a Yamaha Keyboard. purchased at Guitar Center purchased on >> line. order number ******************** 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: ***** ID ****** supervisor >> ***** (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 ***** ID ****** 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 ***** said ***** was >> wrong >> in what she told me. ***** 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: ***** ******** *************************
Date: Tue, May 7, 2013 at 3:00 PM
Subject: case resolved
To: info@mybbb.org


Thank you so much! They resolved my case by refunding me fully so
please close the case. My case number is *******.
Once again, thanks so much!

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a sylvania 32 in lcd for 379.99 I also purchased the 2 year smart plan for 39.99 at ***** in August of 2010. The tv had a 1 year manufactors warranty and the 2 year plan was to start after that. The tv worked fine until Sept. 2012 when it started shutting itself off after 15 mins of being on. We called the smart plan number they sent us a box and we had to take the tv to ups to have it shipped to them. We got the tv back about a week later with a note saying they could not duplicate the problem after 5 days of bench testing. The issue I have with that is the ups records show they only had the tv for 2 days. When we got the tv back it still didnt work we sent it back and the returned it saying they replaced a circuit board. The tv still did not work and we shipped it a third time, again we got it back saying they replaced the same circuit board. The tv came back and it was still shutting off after 15 mins. We called a third time and were told about the lemon policy and they said the would verify the tv was not working and would send us a check for 379.99 plus tax because it was the 3rd identical failure. We got a email saying the tv was on its way back again. When we called and told them the tv wasnt suppose to come back they were suppose to send a check we were told they couldnt find anything wrong with the tv. We asked them if we could email a video showing the tv doesnt work or have someone come to the house to see it we were basically told there was nothing more they could do for us as far as they were concerned the tv works fine and we might be running a scam since the time is running out on the warranty. I think there is a scam but I think it on their part not ours.

Desired Settlement: We would like a refund like we were promised when we purchased the plan.

Business Response:

April 29, 2013

***** ****** *** ******* **** ** ******** ******** **

Complaint ID#*******

Dear *** ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you bought a Sylvania 32” LCD TV and a 2 year Smart Plan for it in August 2010 at ******. In September 2012 the TV began to shut itself off after only being on for 15 minutes. You contacted the Smart Plan provider and sent your TV in via UPS. It was received back by you with a letter indicating there was no trouble found after 5 days of testing. Shortly after that the TV needed service again and a circuit board was replaced. A third repair was required and the circuit board was replaced again. The fourth time you called for service you were advised that there was a lemon policy and that you would be sent a check for the purchase price of you TV if N.E.W. verified it was still not working. After sending your TV back a fourth time you received an email advising that no trouble was found and that your TV was being returned to you. As of the date of you filing this complaint you are still experiencing the same issue of it shutting off after only being on for 15 minutes.

The desired resolution listed in your complaint is to be reimbursed for the purchase price you paid for your TV under the ‘No Lemon policy of the terms of coverage.     

A review of your service history for the service plan you purchased has been completed. The research revealed the multiple services N.E.W. provided to you. A determination has been made to reimburse you for the purchase price of your television as a customer courtesy due to the television still experiencing the same issue it was first serviced for. Your reimbursement check should be received in 5-10 business days.

I spoke with your wife ******, on April 24, 2013 and advised that a reimbursement check would be forth coming. When asked she indicated that the check would resolve your concerns and had no additional questions.      

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,

******* ******, Senior Compliance Coordinator

************************** ***** ***** ******** *** ***** ********

Asurion I 648 Grassmere Park, Nashville, TN 37211

www.asurion.com I Twitter I Facebook

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

Better Business Bureau:

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

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/5/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 4/9/13 To: BBB serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404 (202)393-8000 i**************** From: ***** ******* ** *** *** ******* ** ***** ********************* Re: Product refund has not been received On 2/19/11 I purchased an exercise bike for $197 from ******* and purchased a 2 yr. service plan for an additional $20. I also registered the product online as spelled out in the product care plan guidelines. On 3/11/13 I called N.E.W. ************** and spoke with ***** about replacing a broken seat. ***** stated that they would send a check for the full price of the bike and not replace the seat. I verified current mailing and contact information and was told I should receive a check in the mail in 10 -14 days confirmation# ********. On 3/26/13 I spoke with ****** and ask If the check was mailed because I had not received it yet. ****** stated that a check had been sent and began to verify the associated contact information. He stated that the check was issued in a last name from my first marriage which had not used for over 24 years. I asked how did that happen? I reminded him that I gave current contact information at the time I spoke with *****. I also asked where that information came from? ****** nor his supervisor ******* could explain where ***** got the information, why a check was issued in that name or how that happened. I asked could the check be re-issued and mailed certified requiring a signature? Everyone seemed unsure and the supervisor apologized and stated they would immediately issue a new check. I have yet to receive a check for the value of the bike Confirmation# ********. What recourse do I have to resolve this matter if any? Thank you for your attention to this matter. Sincerely ** *******

Desired Settlement: Refund

Business Response:

April 23, 2013

***** *******

**** *** *** ******* ** *****

Complaint ID#*******

Dear *** ********

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased an exercise bike and a 2 year service plan for it from ******* on February 19, 2011. On March 11, 2013 the seat on your bike needed replacing and you called N.E.W. The representative you spoke with advised that you would be receiving a check for the purchase price of the bike instead of the seat being replaced. You verified all of the necessary information needed for you to receive your check. You were advised the check should arrive in 10-14 days. The check had not arrived by March 26, 2013 and you called N.E.W. to determine why. The representative you spoke with went over the information related to the check that had been issued and sent to you. The last name that your check had been issued in was from your previous marriage and had not been used by you in 24 years. The representative you spoke with and his supervisor could not tell you how or why your check had been issued in your old last name. As of the date of your filing this complaint you have not received your check for the purchase price of your bike.

The desired resolution listed in your complaint is to receive the reimbursement check issued in the name of ***** *******.        

A review of your service history for the service plan you purchased has been completed. The research revealed that a check was issued in the name of ***** ******* on April 12, 2013.

I called the contact number listed in your complaint on April 22, 2013 and left a message for you to return my call and verify receiving your reimbursement check. To date I have not heard from you.

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

Regards,

******* ******* Senior Compliance Coordinator

************************** ***** ***** ******** *** ***** ******** ******* * *** ********* ***** ********** ** ***** *************** * ******* * ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a **** * ** Buyers Protection Plan on my son's Leap Pad2, purchased in November 2012. In early March, 2013 I filed a claim and sent back the Leap Pad as instructed and was to recieve a reimbursement in 7-10 business days. Had to call twice during this time to find out after the 7-10 days was up that they had our street name wrong. She said it would be sent out again and arrive in 7-10 business days, I asked for it to be overnighted at that point and thought that was the least they could do for their error. They would not and said it had already been sent out. Called a few days later to check on the status, to find out it had just been sent out the day before, maybe I would have it in a few days before we left for vacation, maybe not. We did not recieve it. My husband was then told on April 4 that it would arrive of Monday April 8. I had to purchase a new one on my own on Saturday April 6, so my son could take it on a trip. I declined buyer protection. It is now Wed April 10 and we still don't have the reimbursement. I was told I would get a call back last night in 4 hours and never did. I called again this morning and finally recieved a call back 4 hours later. The first woman told me the wrong street address again, then when I spoke to her Manager, ****, Employee ID ******, besides her rudeness, just kept saying it would be here in 10 days, she had the correct address in front of her. They are going to have to resend it again yet give no explanation or care to why it hasn't been delevered. She said I couldn't speak with anyone of higher authority than herself. I have suggested over and over to have it overnighted and keep getting told this is not an option, and delievery confirmation is also not an option. Their suggestion that I wait yet another 10 days and hopefully it actually get delievered this time is a poor excuse for customer service.

Desired Settlement: I would like my reimbursement overnighted with delivery conformation.

Business Response:

April 23, 2013

******** ******** **** ******** ***** ******* ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a buyer protection plan on your son’s LeapPad2 from **** * ** in November 2012. In March 2013 you filed a claim and sent the LeapPad2 in to N.E.W. A reimbursement was to be sent to you for the purchase price of the LeapPad2 in 7-10 business days. After waiting 10 days for your reimbursement to arrive numerous calls to N.E.W. were made with no resolution being provided. As of the date you filed this complaint your reimbursement has not been received by you. The desired resolution listed in your complaint is to receive your reimbursement overnighted with delivery confirmation.    

A review of your service history for the service plan you purchased has been completed. The research revealed the multiple **** * ** gift cards had been issued and reversed with the last one being issued on March 27, 2013.    

We spoke on April 22, 2013 and I apologized for the delay in your receiving the gift card N.E.W. had promised to send you for your LeapPad2 early in March 2013. You advised that your gift card had been received on Friday, April 19, 2013. I asked that you notify me immediately if you had any concerns with the gift card #******************* that you indicate you received. When asked you had no additional concerns or questions.

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,

******* ******, Senior Compliance Coordinator

* ************************* ***** ***** ******** *** ***** ******** ******* * *** ********* ***** ********** ** ***** *************** * ******* * ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In August 2012, I had an issue with the HDMI ports not working. I requested service on 8-2-12. The main board was replaced on 8-7-12. I called on 3-19-13 to report that the TV was clicking on an off. On 3-28-13 the power board and main board were replaced. This was the second replacement of the main board in 6 months. The repair men left at 11:30. At 12:00, I tried to watch TV, and the remote would not register on the TV. I tried 4 remotes and none worked. I called back the repair man that had just been here. He said it sounds like an IR issue, and he would call the company to see it they would let him come back to work on it. He called back an hour later saying that it was a new issue, and that I'd have to file a new claim. I called NEW the warranty company, spoke to *****, and he set up a new appointment for service on 4-2-13. Late on 4-2, I called NEW because I had not received service. The 1st representative said that there was no record of my call on 3-28, and the number I gave for reference meant nothing ************). I asked for a manger. The manager, ****, said that the system shows that I called, but not that I requested service. This was a Tuesday. Without even an apology he said that I could receive service on Saturday or Monday. It was already 14 from my initial request for repair, and he was wanting me to wait another 4-6 days because they didn't file my claim correctly. I asked if there was another provider, and I suggested the repair place from the repair in August. They were available to come on 4-4. I agreed and set the appointment. On 4-4, I received a call saying that they had to order the part and needed to wait 5-7 days. Why did it take 2 days to order the parts, and why was there no way to expedite the shipping considering they already missed the 4-2 appointment? The part finally arrived, and they came for the repair on 4-11. When the repairman attempted to repair the TV with the piece he brought, it DID NOT fix the problem. He again left and said it would take another 5-7 days to receive the replacement part, which again is the MAIN BOARD. So the board that was put in on 3-28 was defective. If it could have been the main board that had an issue, why wasn't it ordered with the other possible piece, so we wouldn't have to wait ANOTHER week? My husband is legally blind. I purchased ***** TV because it is large enough to not give him headaches when he tries to focus on it. We have now not been able to use the TV since 3-19, almost a month, and it has greatly hindered his quality of life as not only does he use the TV for entertainment but also for his CCTV, which allows him to enlarge written text so he is able to perform daily tasks. A swift resolution to this long lasting issue would be greatly appreciated.

Desired Settlement: I think that we have been patient while waiting for pieces to be mailed without any concern from NEW for the hardship that it is causing my husband to not have his assistive technology for his disability. They have been unresponsive, rude, and installed faulty parts twice . My disabled husband and I should not have to continue to wait for a repair that should have been expedited due to lack of customer service. NEW should pay out the policy on a continually defective TV that they can't seem to effectively repair.

Business Response:

April 23, 2013

**** ******* **** ******* ****** ****** ***** ** *****

Complaint ID#*******

Dear *** *******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you requested service on your TV on August 2, 2012 due to the HDMI ports not working. N.E.W. has provided in home service three times since your initial call in August 2012. The first two times you indicate that the main board was replaced and after the third visit the main board was ordered.

The desired resolution listed in your complaint is to have N.E.W. pay out the plan on your TV due to it not being repaired after repeated attempts.

A review of your service history for the service plan you purchased has been completed. The research revealed the same parts being ordered repeatedly for your television since August 2012. Your television qualifies for reimbursement of the purchase price you paid plus taxes for customer satisfaction under the “No Lemon Policy” in the terms of coverage for your service plan.

I spoke with your husband, ** ******* on April 23, 2013. He advised that a service repair technician had made an in home visit on April 22, 2013 but had the wrong part for your television. I apologized for the inconvenience caused by your television not being in working order for months. I offered to issue a reimbursement check for the purchase price of the television. Your husband agreed that the reimbursement would provide an acceptable resolution to your concerns. The reimbursement check should be received by April 26, 2013. When asked, your husband had no additional concerns of questions.     

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,

******* ******* Senior Compliance Coordinator

*

************************* ***** ***** ******** *** ***** ********

Asurion I

*** ********* ***** ********** ** ***** *************** * ******* * ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Nabi tablet during the Black Friday sales, 11/22/2012 from *******. I also purchased the 2 year replacement plan. We were told by the ******* employee that the plan would replace the product if it was damaged in any way shape or form. I would also like to point out that we were not given a brochure that contains the terms and conditions of the plan due to the store was out of these(I am assuming it was due to it being Black Friday and how busy it is). My tablet now has a crack in the screen and I called to get it replaced and was told that it would not be replaced but rather I would be refunded the amount of money I paid for it. Due to purchasing this during the Black Friday sales I paid $139.00. The price for the tablet is normally $199.00 (this week ******* does have them on sale for $179.00). If I am refunded my money I will NOT be able to replace the product without coming out of pocket an additional $70.00. I called and spoke to 2 different representatives at N.E.W. and a manager there as well, and was told there was nothing they could do for me since the "terms and conditions" clearly states that they can only refund the purchase price. I am very upset by this due to the fact that the ******* representative did not explain the terms and conditions correctly nor were we given the brochure to actually read the terms and conditions. I would also like to state that this is not the only product I purchased the warranty plan on that day(we also bought a DSI and bought the plan for that as well), hopefully nothing will happen with that or I will be out even more money due the sales price.

Desired Settlement: I am requesting that I receive the current price of the Tablet as a refund so that I am able to truly replace it. I was told that N.E.W. does not have the ability to send me a new tablet which would have been perfectly fine with me. I am not looking to gain anything out of this I just want to be able to replace my son's tablet for one that does not have a crack in the screen. I was told by ******* that N.E.W. has the ability to see the current pricing so that they can verify what should be refunded.

Business Response:

April 4, 2013

******* ***** **** ******* ********* ******* ** *****

Complaint ID#*******

Dear *** ******

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a Nabi tablet from ******* during a Black Friday sale on November 22, 2012 along with a 2 year replacement plan. The store representative advised that the replacement plan would replace the tablet if it were damaged in any way, shape or form. The store representative did not provide you with a brochure of the terms of coverage for the replacement plan. The tablet’s screen became cracked and when you contacted N.E.W. you were advised that the tablet would not be replaced but that you would be reimbursed for the price you had paid for the tablet. You are dissatisfied with being reimbursed for the purchase price you paid because the tablet now costs more. The desired resolution listed in your complaint is to be reimbursed the current cost of the tablet so you do not have to pay anything out of pocket to replace the tablet.

A review of your service history for the replacement plan you purchased has been completed. The research revealed a call made to N.E.W. on March 16, 2013. The notes entered by the escalations representative indicate your dissatisfaction with only being reimbursed for the purchase price of your tablet. She also noted explaining the terms of the coverage to you.

The settlement method for the replacement plan you purchased is to issue an eGift card via email, issue a check or mail a gift card for the original purchase price of their product. Consequently, N.E.W. cannot reimburse you the current cost of the Nabi tablet you purchased. If you want to be reimbursed for the $129.00 purchase price you paid for the tablet please do not hesitate to contact me at ***** ********.   

 

Regards,

***** ******-Senior Compliance Coordinator

NEW Asurion

(

**** ******** **************************

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]

 Complaint: *******

I am rejecting this response because:
This is not an acceptable response. I was told I would be able to have my tablet replaced and with the response given i will not be able to replace the item without having to come out of pocket more than $70.00. I was sold a warranty with false information and was not told of the correct terms and conditions until after the warranty was already purchased and my tablet was broke. N.E.W. has many complaints on the BBB website and I can now see why, where is the customer service?? If this issue is not resolved I will never purchase their product again and will also warn everyone I know of my experience. 

Regards,

******* *****








Business Response:

April 9, 2013

******* ***** **** ******* ********* ******* ** *****

Complaint ID#*******

Dear *** *****,

I am writing in response to your rebuttal on April 5, 2013 to N.E.W.’s original reply to your Better Business Bureau complaint.

In your original complaint filed with the Better Business Bureau, you purchased a tablet from ******* during a Black Friday sale along with a 2 year replacement plan. The tablet’s screen became cracked and when you contacted N.E.W. you were advised that the tablet would not be replaced but that you would be reimbursed for the price you had paid for the tablet. You are dissatisfied with being reimbursed for the purchase price you paid because the tablet now costs more.

As outlined in N.E.W.’s original response, the settlement method for replacement plans is to issue an eGift card via email, issue a check or mail a gift card for the original purchase price of the product. Consequently, N.E.W. cannot physically replace your tablet.

I apologize that you misunderstand the terms of the replacement plan you purchased. However, replacement plans are not designed to compensate for increased cost in a product, they are to provide reimbursement for what was originally purchased.

I have initiated a reimbursement for the $129.00 purchase price you paid for the tablet. An eGift card will be sent to your email, ********************* within the next 3-5 business days.

 

Regards,

***** ******-Senior Compliance Coordinator

NEW Asurion

(

**** ******** **************************

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]

 Complaint: *******

I am rejecting this response because: i still haven't received the refund via email.


Regards,

******* *****








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.]

Better Business Bureau:

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

Regards,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My tablet had a cracked screen and I shipped this product in under claim ********. After repairing my tablet they shipped it to the wrong physical location. I emailed the company stating they had the wrong address & they never responded. I called and then live-chatted the company and they stopped the shipment. They have not returned the item since. The original shipping date was March 27th and it is now April 15th. I have personal credit card and other information stored on my tablet. This company did not ship to the address on the account that created the claim, nor did they ship it to the address on the claim form.

Desired Settlement: My company bills my time out at $88/hr and I have spent 5 hours on trying to get my property back. Not to mention that this is my daughter's favorite toy and I have been bombarded with a 4 yr old asking me every other hour where is it. This has been a huge hassle and I would like compensation for all of this aggravation.

Business Response:

April 29, 2013

******* ** ***** **** *** *** ********** ** *****

Complaint ID#*******

Dear *** *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, your tablet had a cracked screen and you shipped it to N.E.W. under claim #********. Your tablet was send back to an incorrect address. When you emailed N.E.W. regarding the incorrect address you received no response. A live chat call was made with N.E.W. and you were advised that the shipment was stopped. As of the date you filed this complaint you have not received your tablet back.

The desired resolution listed in your complaint is to be compensated for your time and inconvenience during the claim process.  

A review of your service history for the service plan you purchased has been completed. The research revealed that your tablet was shipped back to the same address that the shipping box was sent to for sending your tablet in for repair. Your tablet was shipped back to you on March 27th and refused at the delivery address on April 5th. It was received back by N.E.W. on April 9th. The notations in your service request reflect you calling N.E.W. on March 29th to inquire about your table being returned. You were advised that the package containing your tablet would have to be refused and sent back to N.E.W. before it could be sent to the correct address. N.E.W. reshipped your tablet to you on April 15th and it was delivered on April 18th.

Please accept my apology for any inconvenience you may have been caused. Unfortunately, compensation for time and inconvenience are not covered under the terms of the service plan you purchased. .

Specific language in the terms of coverage related to your complaint is listed below for your reference:

WHAT IS NIT COVERED:

(7) CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING BUT NOT LIMITED TO , LOSS OF USE, LOSS OF BUSINESS, LOSS OF PROFITS, LOSS OF DATA, DOWN-TIME AND CHARGES FOR TIMEAND EFFORT

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,

******* ******, Senior Compliance Coordinator

c

************************* ***** ***** ******** *** ***** ******** ******* * *** ********* ***** ********** ** ***** *************** * ******* * ********

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]

 Complaint: *******

I am rejecting this response because:  On March 29th I contacted the company a 2nd time to say the tablet was sent to the wrong address.   The address listed on my account online was ignored.  The address listed on the claim form included with my tablet when it was sent in for repair was ignored.  

Your company called *** and stopped the shipment, it was not rejected.  Then it sat at your warehouse for over a week instead of shipping it back.   I had to call 2 more times prior to having it sent back out.   This was the worse customer experience I have ever had.   I spent hours on the phone and online trying to get this shipped to the proper location.   Your company did nothing to verify the address (online account, YOUR FORM included) and when I called to see where it was, I was promised call backs and it never happened.


Regards,

******* *****








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/23/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Samsung Flatscreen televison from **** ***** and bought a NEW Product Protection Plan. The television is having issues with horizontal lines now staying on the screen. I called NEW to set up a technician to come look at the malfunction. They sent a repair man to my home from ******* *******, named *****. ***** said the panel was defective and most likely would cost too much for repair, therefore I should expect to get a new television. Well, NEW does not feel that way. They want to mail me a check for the price I paid for the product, instead of replacing the product. I don't agree with their judgement. I don't want the money, I want the my Samsung 46" LED Flatscreen televison replaced. So, I called them and they refused to let me speak to the departement which authorizes these decisions. They said, "The Authorization Department does not accept calls nor take messages". I find it infuriariating and unethical for them to not allow me to speak to a person who has the authority to listen to my complaint and assist me further. The reason I don't want the money is because I got a 20% discount due to a sale **** ***** was having. I recieved $200 off the tv and NEW is pushing a check because they know it's cheaper than replacing me with a 46" Samsung LED television. It's manipulative and it's cheating. I bought a service warranty where in the case my product was defective, it could be replaced. I cannot replace the product with this type of low-balling. I would have to buy a smaller television, a much smaller one. In the NEW contract I have with me, it states, "We will repair or replace the product, or reimburse You for authorized repairs to or replacement of the Product". They say they will repair or replacer the product. They can't repair it... so they need to replace it. Since the televison cannot be repaired, we don't need to authorize repairs for it.

Desired Settlement: I want a new 46" Samsung LED Television with the minimum specs this teleivion came with "or" the full price of this telvision when I bought it which will allow me to replace the television! THe full price was $999 (plus $80.75 tax).

Business Response:

April 12, 2013

******** ********* **** * * ******* ***** **** ********* ** *****

Dear *** **********

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a Samsung flat screen television form **** ***** along with a N.E.W. Product Protection plan. The television has horizontal lines across the screen. You contacted N.E.W. and a technician for a local company was sent to diagnose your television. The technician advised that your television needed a panel that would be too costly to replace. The technician advised that you should expect to receive a new television. N.E.W. advised that they would be sending you a check for the purchase price of your television. You do not want to receive a check due to the purchase price you paid being discounted at 20% when you made the purchase.

        

A review of your service history for the service plan you purchased has been completed. The research revealed a Samsung 46” LED TV registered with a 24 month service plan on March 24, 2011. The purchase price of the refrigerator is listed as $799.00. A check was issued to you on April 4, 2013 in the amount of $874.91 the purchase price you paid plus tax. This reimbursement satisfies NEW’s obligation owed under this contract.  

Specific languages in the terms of coverage related to your complaint are listed below for your reference:

LIMIT OF LIABILITY: For any single claim, the limit of liability under this Contract is the least of the cost of (1) authorized repairs, (2) replacement with a product of similar features, (3) reimbursement for authorized repairs or replacement or (4) the price You paid for the product including appropriate sales tax. The total liability under this Contract is the purchase price You paid for the Product including sales tax. In the event that the total of all authorized repairs exceeds the purchase price paid for the Product or We replace the Product, reimburse You for replacement of the Product or purchase price You paid for the Product, We shall have satisfied all obligations owed under this Contract.  

WHAT IS NOT COVERED: (16) ANY LOSS OTHER THAN A COVERED BREAKDOWN OF THE PRODUCT

I apologize that you misunderstand the terms of the service plan you purchased. However, service plans are not designed to compensate for increased cost in a product, they are to provide reimbursement for what was originally purchased.

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,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

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]

 Complaint: *******

I am rejecting this response because:

NEW states it will replace the television.  It does not warrant you not replacing the television whatsoever. In your Terms & Conditions Brochure, under "What is Covered", NEW states that it will either REPAIR OR REPLACE the product.  End of story.  THe part after, it states it will reimburse me for authorized repairs to or replacement of the product.  Again... the KEY WORD: REPLACE.  Why on earth would a customer purchase a warranty placement plan to have to come out of pocket to replace the product?  And if that's the case with NEW Business practices, you should be upfront about that.  


You have a multitude of BBB complaints against you that are now closed for a reason. Your warranty program is misleading. I will personally contact **** *****'s business team to speak of this type of practice.  Through blog forums and research, I feel it will benefit people to know that this type of warranty fraud takes place.  People purchase a warrantly to REPLACE the defective product.  REPLACE.  You are not doing that in this circumstance, and it's misleading to have people purchase a replacement warranty, when in fact, they are not going to recieve a replacement.

****** has an amazing warranty program and they would never not replace the teleivision.  I feel NEW has taken advantage of a temporary sale price.   I don't want the reimbursement, I want my television replaced.  Shame on you.

I will not be purchsing electronics from **** ***** and will work diligently to have others do the same.  Integrity in business is key, and big purchase items such as these, really need an authentic, 100%, genuine REPLACEMENT WARRANTY.

I am grateful ****** exists and that CEO ***** *******, and owner, *** ******* fight to exclude manipulative marketing and unethical business practices in terms of dealing with money.

I am a regular shopper of **** ****** and it grieves me that my store, where I do a lot of purchasing, is willing to treat me like this.






Regards,

******** *********







Business Response:

April 18, 2013

******** ********* **** * * ******* ***** **** ********* ** *****

Dear *** *********,

I am writing in response to your rebuttal on April 12, 2013 to N.E.W.’s original reply to your Better Business Bureau complaint.

According to your original complaint filed with the Better Business Bureau, you purchased a Samsung flat screen television from **** ***** along with a N.E.W. Product Protection plan in 2011. You contacted N.E.W. and a technician from a local company was sent out to your house and advised you that your television needed a panel that would be too costly to replace. The technician advised that you should expect to receive a new television. N.E.W. advised you that they would be sending you a check for the purchase price of your television. You do not want to receive a reimbursement check due to the purchase price you paid being discounted at 20% when you made the purchase.

        

As outlined in N.E.W.’s original response, the total liability under this contract is the purchase price you paid for the product including sales tax. With authorized repairs and the reimbursement you received N.E.W. has paid a total of $1368.43. This amount is $288.68 above the total liability N.E.W. owed you under this contract. You are not eligible to receive additional payment from the service plan you purchased. 

Additional specific language relevant to your concern is listed below.

What is Covered:

We will repair or replace the Product, or reimburse You for authorized repairs to or replacement of the Product, at our discretion, when required due to a Breakdown, which is not covered under any other warranty or service contract.

If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ************.

Regards,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

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]

 Complaint: *******

I am rejecting this response because:

Your rebuttal still does not satisfy me.  You state that you spent money on repairs which should satisfy the actual purchase price of the television?  That is unacceptable.  Again, why do people buy replacement warranties?  To replace the item.  


If NEW is stating that their cost to attempt to repair the television is acceptable for a replacement warranty, then we should settle this matter in small claims court where we can look at this issue deeper. Then maybe we look at legislation in regards to replacement warranties and keep companies from practicing unethically.

First of all, a repair was never done on my telelvision.  Regardless, it shouldn't matter since I bought a replacement warranty, if in the case, I needed to replace the television. 

If your terms state that you will replace or repair the item... why are you not doing that?  Let's look at this in depth.  

You can't repair the television because the main panel is defective.  So, why do you chose not to replace it, when NEW outlines a replacement as their primary goal?  




Regards,

******** *********







BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I need a replacement on my desktop monitor and they do not want to replace it or fix it under the warranty and they do not want to help me and their customers service representative refuses to offer any type of solution to my problem.

Desired Settlement: I need a new monitor for my desktop computer monitor as stated under my warranty

Business Response:

April 12, 2013

***** ****** **** **** ***** ****** ***** ***** **** ** *****

Dear *** ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you need your desktop monitor replaced. N.E.W. does not want to repair or replace the monitor under the warranty you have. N.E.W. has not offered you any type of resolution to your problem. The desired resolution listed in your complaint is to receive a new monitor as stated under your warranty.

A review of your service history for the service plan you purchased has been completed. The research revealed that a monitor for your computer was shipped to you on April 4, 2013 and delivered on April 9, 2013.

I called the contact number listed in your complaint on April 11, 2013 and left a message for a return call from you to verify you receiving the replacement monitor. I also asked for you to call me directly with any unanswered questions or additional concerns. To date I have not heard from you.

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

Regards,

 

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent my Invicta watch in for the strap to be repaired in September of 2012. I called in December and the company stated the watch was still in repair. My wife called in the beginning of March and she was told that the watch was being sent out and would take 7-10 business days to arrive by USPS. As of April I have yet to receive my watch. I called again and I was told the company was not sure what happened to my watch and I would have to write a letter to the Customer Reimbursement in order to receive a refund. There is no telling how long this process would take.

Desired Settlement: I would like to have my watch but if that is not possible a want a refund.

Business Response:

April 12, 2013

******* ********

** ******* ******

********* ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you sent your Invicta watch into N.E.W. for repair in September 2012. You and your wife have called N.E.W. to determine the status of the repair. In December 2012 you were advised the watch was still being repaired and in March 2013 your wife was advised that the watch should be received in 7-10 business days. As of the date you filed this complaint with the Better Business Bureau (April 1, 2013) you have not received your watch back from N.E.W. The desired resolution listed in your complaint is to have your watch returned or be refunded for the purchase price of your watch.

A review of your service history for the service plan you purchased has been completed. The research revealed that your watch had been sent to you after it was repaired. However, the watch was returned to N.E.W. by the courier as undeliverable. Then it was lost in transit when being returned to you a second time in November. A determination was made on April 9, 2013 to reimburse you for the purchase price of your watch. A call was made to advise you of this and the representative left a message on your voicemail.

I called the contact number listed in your complaint on April 10, 2013 and left a message for a return call to discuss your concerns, but have not heard from you. Please accept my apology for any inconvenience you may have been caused. The representative your wife spoke to in March did not address and resolve your concerns at that time. Please be assured that this is not characteristic of the quality or reliability of our services. Any feedback from our subscribers assists us in providing improved customer service in the future. 

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,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ********

**************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted a claim initially in November of 2012 for the bezel splitting from the screen of the laptop & a white spot on the screen, as well as one of the USB ports losing the connection (any device plugged into port would briefly disconnect/reconnect periodically), another USB port did not function at all, I did indicate this may have been a driver issue. Due to logistical issues on my end, I was unable to send the laptop for repair until 12/26/12. I received a notification that the part required was on backorder, and received the laptop on 1/21/13, with the bezel issue worse than before, and the USB port & white spot issues unresolved. The repair form I received stated that the hinge was replaced, but made no mention of the USB port or white spot issue. I called after the receipt of the laptop a second time requesting the laptop be repaired a second time, and was informed that I should be receiving a box again. After receiving no email conformation, seeing nothing posted on my account on the website after several days, I called again on 2/12/13, and was informed that the company had no record of my prior call. Unfortunately I lost my “recent calls” and other files on my phone recently when I was forced to restore it due to software issues on the phone, and I have no way to prove this. I submitted a second claim on 2/12/13 to resolve the issue above, mailing it as before, once again clearly stating all issues on the sheet provided for me to fill out. Once again I received an email stating that the part was on backorder, and received the laptop on 3/14/13. The repair form stated that the screen & bezel was replaced. The white spot on the monitor was fixed. The screen and bezel is still splitting from the laptop, on both sides as opposed to the one before. The left side (the one initially an issue) was not as bad as before, however the right side is now also splitting, and looks the same as the left originally did when I submitted the claim in Nov/12. Once again, the repair form stated nothing about the USB port issue. I submitted a third claim on 3/23/13, and was informed that due to the no lemon policy, I should expect a replacement laptop or a gift card for the price paid for the laptop (minus tax) and would be contacted within 3-5 business days by a customer service rep. I was called on 3/26/13 by an unlisted phone number, and because I do not pick up calls from unlisted numbers, the call went to voicemail. On the voicemail I was informed that contrary to what is stated in the terms and conditions agreed upon at the purchase of the plan (the "No Lemon Policy" portion of the warranty is provided below), The computer is not eligible for replacement unless the issue is unresolved after the third issue. I called shortly after to inquire about this voicemail, and was informed that because the laptop had physical damage it was ineligible for repair, regardless of any user inflicted damage. Ignoring the USB issue N.E.W has completely ignored, the bezel issue is clearly an issue where, over time, the act of opening/closing of the screen has stressed the screen in a way as to cause it to split apart. In laymans terms, use of the laptop in the manner it was designed, has caused the screen assembly to fail. As stated above, the USB issues were not resolved, and do not appear to be looked at once, despite me including them on the list of problems both times. Under the terms and conditions of the service provided on the Productassist website, on ****************************************************** The website states on the "No Lemon Policy", ["The No Lemon Policy refers to Service Plans. Replacement Plans by definition do not have service associated with them. If your product experiences a breakdown during the term of the Replacement Plan, subject to limitations and exclusions, the product is replaced not serviced. After two (2) service repairs have been completed on an individual product and that product requires a third (3rd) repair, as determined by us, we will replace it, at our discretion, with a new or remanufactured product of like kind and quality that performs to the factory specifications of the original product or provide you with an Office Depot gift card or check, with a value equivalent to the original purchase price of the product as indicated on your sales receipt, excluding sales tax. This Plan shall be satisfied upon issuance of your Office Depot gift card or check. The Limit of Liability described below does not apply to repairs or replacement under the No Lemon Policy. (NOTE: The No Lemon Policy is not applicable to breakdowns caused by unintentional and accidental damage from handling.) See your full terms and conditions for details."] There is no way these defects could have made it past a quality check, nor is it acceptable to completely ignore one of the issues outlined both times the laptop was sent in.

Desired Settlement: All I am requesting is the refund in the form of a store credit, as outlined in the terms of the agreement. I request this instead of an outright replacement because I bought this laptop to fit certain needs, and the odds of this company, especially after the experience I have had, will meet these needs is extremely low. This request is fair, seeing as it is outlined in this companies Terms&Conditions as one option, and I have been without the use of a laptop I bought for what amounts to almost 2 of the last 3 months.

Business Response:

April 9, 2013

****** * ***** *** ********* ****** *** * ******** ** *****

Complaint ID#*****

Dear *** *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you initially submitted a claim for your laptop in November 2012. The laptop had issues with the bezel splitting from the screen, a white spot on the screen, and USB port issues. Each time the laptop was returned to you one or more of these issues was unrepaired. The third time you submitted a claim in March 2013 you were advised that you should expect to receive a replacement or a gift card for the purchase price you paid for, your laptop under the “No Lemon” guideline of the terms of coverage. A voicemail was left for you on March 26th advising that your laptop was not eligible for the “No Lemon” guideline until 3 repairs had been completed. After receiving this message you called N.E.W. and were advised that your laptop was not being repaired due to physical damage. You feel like routine utilization of the laptop in the manner it was designed to be used in caused the screen assembly to fail and N.E.W. never address the USB issues you clearly listed when submitting your laptop for repair. The desired resolution listed in your complaint is to receive a store credit for your laptop as outlined in the “No Lemon” guideline in the terms of coverage for the service plan you purchased.

A review of your service history for the service plan you purchased has been completed. The research revealed a gift card being requested for you on April 5, 2013 and you being advised it should be re received in 5-10 business days.

We spoke on April 8, 2013 and you verified that receiving the gift card would resolve your complaint. When asked you had no additional concerns or questions for me.

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,

***** ******-Senior Compliance Coordinator

NEW Asurion

(

**** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Business Response:

April 9, 2013

******* ** ****** *** **** ********** ****** ***** ****** ** *****

Complaint ID#*******

Dear *** ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you received a 37” TV for Christmas. The TV had a 2 year warranty on it. The TV began to have white streaks and clouds on the screen. Your local ******* store advised you would need to contact *******.com regarding the issue with your TV. You were advised that a box would be sent for you to utilize for sending your TV in to be repaired. When you received your TV back after the repair it was still having the same issue with streaks and clouds on the screen. When you called to determine what had been repaired on your TV you were advised that it had not been repaired. The reason you were given for your TV not being repaired was that the service center had found an infestation of cockroaches in it. The representative you spoke with advised that there were pictures to validate the service centers findings. The following day you received an email indicating that no pictures had been taken. The paperwork included with your TV when it was returned had someone else’s name, telephone number and make/model of TV on it. You state that the entire situation has completely grossed you and your wife out and you cannot go through the process for sending the TV back in for repair. The desired resolution listed in your complaint is to receive a refund for your TV.

A review of your service history for the service plan you purchased has been completed. The research revealed a service request initiated on March 10, 2013. The television was received by the service center on March 18, 2013 and that same day the service center emailed N.E.W. and advised them of the infestation and of the television being returned to you unrepaired. UPS tracking reflects your television being shipped back to you on March 18th, the same day it was received for repair. No pictures were taken by the service center due to their fear of infestation of their facility. The representative who advised there were pictures misspoke and should have advised that they would check and see if there were any pictures. I verified that your service request was listed under someone else’s name and phone number.

I called the contact number listed in your complaint on April 8, 2013 and left a message for a return call to discuss your concerns. In the message I left, I asked it you could fax me a copy of the paperwork you received when your television was returned to you at ***** ********.

We spoke on April 9, 2013 and you agreed to fax me the documentation you had received with your television when it was returned to you. I advised that N.E.W. had made a determination to reimburse you for the purchase price of your television after further review of your concerns. N.E.W. also agreed to reimburse you for the cost you incurred to have an exterminator validate that your home and television were not and had not been infested with cockroaches. I advised that the reimbursement checks should be received in 5 to 10 business days. You agreed that this resolution was satisfactory and resolved 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,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 42" LCD Sanyo television from *** **** in ********** **** for $628.00 while also purchasing a 2 year Service Plan to cover repairs or replacement for my t.v. at the cost of $59.88. The panel went out on my t.v. I called N.E.W. (service plan provider) on March 3, 2013 to initiate repair or replacement of my television. On March 6, 2013 ******* ***********; which is out of ******* ****, picked up my t.v. from my house to repair it. Two weeks ago, the ******* *********** called and said that the television is ready for delivery and that it was fixed. Within an hour of the call, ******* *********** called back to say that it was not fixed and would be another 2 weeks. At this point I called the warranty place again and was told that they had up to 25 days to repair the t.v. before they talk about replacement. Today March 28, 2013 makes 25 days and I still do not have my t.v. After talking to the warranty company, they said that they would have to put in a request for a replacement which could take up to 3 business days. And could still be denied. Supervisor on phone argued that we only had a repair warranty, although it plainly states in manufacture's warranty brochure that the warranty covers for repairs and replacements.

Desired Settlement: After following N.E.W.'s guideline of 25 days for repair and still not receiving a fixed televison, I feel that they should honor the replacement part of the warranty by giving me $628.00 in store credit towards a new television or a new 42" LCD television with same same features that are on our t.v.

Business Response:

April 9, 2013

******* ***** *** ******** ****** ********** ** *****

  

Complaint ID#*******

Dear *** *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a Sanyo 42” LCD television and a two year service plan from *******. The panel went out on your television and you contacted N.E.W. to initiate a repair. The service center called to advise that the television was repaired and ready to be returned to you. Then they called right back and advised the television was not repaired and that they needed to keep it for two more weeks. This prompted you to call N.E.W. and they advised that they had 25 days to repair the television before making a decision to replace it. As of the date of your filing this complaint it has been 25 days and the service center still has your television. NEW advised it could take up to 3 more days to make a determination to replace your television. The desired resolution listed in your complaint is receive a store credit for the television in order to be able to replace your television.

A review of your service history for the service plan you purchased has been completed. The research revealed that you were offered and accepted a replacement for your television on April 1, 2013.

I called the daytime telephone number listed in your complaint on April 3, 2013 and left a message indicating that N.E.W. had received and researched your complaint filed with the Better Business Bureau. I asked that you contact me once the television was received to verify your satisfaction, as it can take up to 10 business days for you to receive the replacement television.

Your television was delivered on March 5, 2013 under ***** tracking ***************. I called your daytime telephone number on March 8, 2013 and left a message asking that you contact me to verify your satisfaction with the television or if you had additional concerns or questions for N.E.W. To date I have not heard from you.

If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ************.

Regards,    

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

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.]

Better Business Bureau:

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

Regards,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The company states they have issued an eGift card as my refund to my email on three separate occasions however I still have not received my refund and they now have the product that was returned. I've called numerous times only to be given the run around.

Desired Settlement: Refund immediately cost of product plus taxes plus the amount paid for this insurance.

Business Response:

April 4, 2013

****** ****** **** ******** ****** ***** **** *** ***** ***** ** *****

Complaint ID#*******

Dear *** ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, N.E.W. has advised you on three different occasions that an eGift has been issued for your product covered by their replacement plan. You have not received the eGift card as of the date you filed this complaint. Numerous calls to N.E.W. regarding the eGift card not being delivered to your email have led nowhere. The desired resolution listed in your complaint is to be refunded immediately for the cost of your product plus taxes and the amount you paid for the replacement plan.  

A review of your service history for the service plan you purchased has been completed. The researched revealed a check being issued to you on March 14, 2013 that has been cashed.

I called the contact number listed in your complaint on April 3, 2013 and left a detailed message. I asked you to return my call and verify that you had received the reimbursement check. I also indicated that N.E.W. could not refund you for the cost of the replacement plan you purchased due to the plan being utilized to provide you with reimbursement for the cost of your product.

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,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My television had a slight glitch, I called the ******* company and was told that the panel was going out and that an issue such as this would be covered under the warranty that I purchased through *******. I contacted ******* and they proceed to tell me that my television could not be replaced, but it could be repaired. I was sent a shipping box and address slip, sent out my television and was told it would be about two weeks before it was shipped back to me. Four days later I received an email stating that my television had been REPAIRED and was being sent back to me. Naturally I was excited but was a little suspicious because they had said it would take up to two weeks before I received it back. I received my television yesterday (3/19/2013), with a letter attached saying that "due to physical damage, liquid damage, or a prior unauthorized repair that it is no covered under the provisions of my service plan" and that they are now unable to repair my unit. I found this odd considering I had sent it with a MINOR issue that I was told could be repaired. As I plugged my television in, the entire screen is broken. This television is no longer even watchable. I called *******, National Electronics Warranty Incorporated and ******** ********* and am unable to get my television repaired of even speak to someone who is willing to help me because the physical damage is not covered under the warranty that I paid for. as I am being given the run around by all of these companies, I googled the address on the shipping label for National Electronics Warranty, and have found that the address where my television was sent it s a building up for lease with no company in it at present, When I questioned NEW about this, they had nothing to say on the matter and said that their repair headquarters were located in *********, and had never heard of the address I had given them.

Desired Settlement: I would like the company to either repair my television, as they were supposed to OR I would like compensation in the form of a replacement for my television.

Business Response:

April 2, 2013

**** * **** **** ****** ****** **** ***** ** *****

Complaint ID#*******

Dear *** ****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, your television had a glitch and you called ******* and were advised to send your television in for repair. You were told to expect a two week time frame to receive your television back from being repaired. Four days later you received an email stating that your television had been repaired and was being returned to you. The television was received along with a letter stating that N.E.W. could not repair it due to physical damage, liquid damage, or a prior unauthorized repair that it is no longer covered under the provisions of your service plan. Numerous calls to N.E.W., ******* and ******** ********* were made by you but no resolution was provided. The desired resolution listed in your complaint is for your television to be repaired or replace your television.      

A review of your service history for the service plan you purchased has been completed. The research revealed that a determination was made by N.E.W’s. corporate office to reimburse you for the purchase price of your television.

We spoke on April 1, 2013 and you verified receiving the reimbursement check and being very happy with the corporate office’s handling of her concerns. When asked, you had no additional concerns or questions.

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,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ******* Product Care Plan for an apple ipod. The plan is provided by and serviced by N.E.W. Their customer service phone is ************. This purchase was made over the internet. I have called and spoken to customer service five times over the past five weeks. The first three times I called they promised to send a return label so I could send in the ipod back for repair. Each time they told me that it would take 3-5 days to receive it. The fourth and fifth times I call N.E.W. I spoke to a supervisor, ***** id # ******. She told me because so much time had elapsed, that they would send me a new ipod or refund my money...I have received neither...They keep promising to call me, but they never do.

Desired Settlement: I want my ipod repaired or replaced.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
4/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I mailed my HP notebook at the end of February 2013 to be serviced under the extended warranty that I purchased through ***** ****. The computer recently started to delaminate around the seams (where the bottom panel connects to the keyboard panel). When I picked up the computer, the seams would split apart causing a slight 1/4" crack near one of the bottom screws. After you would place the laptop down, the seams would go back together, as would the crack. I thought the cause of this delamination issue was because the computer's fan was having a hard time cooling down the computer and causing it to over heat. The excessive heat of the computer could have caused the seams to delaminate. Prior to packing it up for shipment, I backed up my important files onto an external hard drive and reformatted the computer. I received my laptop back on March 5th, 2013. There was a note inside telling me that they were unable to repair the computer due to excessive damage. After unpacking the computer from the box, I quickly noticed that the computer was damaged much more than just a split seam and 1/4" crack. The left hinge was completely out of place, the sidewall of the laptop was cracked open exposing the circuitry of the computer, some of the circuits were cracked and the bottom panel also had a large crack. The damage is so extensive that the computer won't even turn on. Along with the computer, there was a plastic bag containing pieces of the computer that were broken off. I immediately called N.E.W. to determine the cause of this damage. I was told that they received the computer in the current damaged state and they denied my claim. I spoke to several managers about this issue and nobody could provide me information on how this damage was caused. I was told several times that they are a nationally acclaimed company with highly trained technicians thus they couldn't have done any damage to the computer. If it was damaged during shipment, the plastic pieces that were placed into the plastic bag should have been lying in the box and the technician should have noted this upon receipt. There was no note of damage during shipment but somehow all of these pieces ended up being placed into a separate bag. I still haven't figured out how the hinge ended up being disengaged and how the circuits were cracked. Upon me shipping the computer off, it was running and only the delamination and small crack were apparent. These were just cosmetic damage as the computer ran just fine. Now I am left with a laptop that won't turn on due to excessive internal damage. I was told there is nothing they can do as it was damaged prior to them receiving it. Either it's the shipping company's fault or N.E.W.'s fault because this damage was not done by me.

Desired Settlement: Explanation of how this damage was done, how the pieces were broken off and placed into a separate bag, how the hinge was broke off and my computer fixed!

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 1/19/2011 I purchased a mini fridge and a 1 yr. after mfg. warranty, before my fridge died in 11/2011 I called N.E.W and they informed me that I my product was still under Mfg. warranty and I must go through them, I said I did not want to I really just wanted to use my warranty to get a replacement product because I would have to mail the cord back at my expense, the rep said I had to use the mfg. because their warranty does not run consecutively with the mfg. warranty it starts after their warranty expires. So I HAD to use the mfg., I asked about my warranty and the rep I spoke with said the warranty would carry over to the new product, so I received the new product called N.E.W and they took my serial# of the new mini fridge updated my records and said I was good to go my warranty would start when the mfg. warranty ran out. I specifically asked, because I had to use the mfg. warranty on the initial fridge and was not able to use the NEW warranty. I called today 4/11/2013 because the mini fridge is no longer cooling only to be told my warranty has expired. I asked how could my warranty be expired I did not register my replacement fridge until Dec 2011 and it had a yrs warranty that expired Dec. 2012 This is now March 2013 how is that possible he said that the warranty started when the 1 yr. warranty ended on the old mini fridge ended. So what I had was a warranty running along side a mfg. warranty which they said I could not do initially ,along with the fact they said the warranty would start when my mfg. warranty on the new mini fridge ended. Not only was I misinformed but by their logic I would never have been able to use the warranty that I paid for. If the product was under mfg. warranty I must go through them but my NEW warranty was in use but could not be used. The warranty I paid for was never used, through no fault of my own NEW made it impossible to use.

Desired Settlement: N.E.W customer service reps misrepresented the warranty to me and I was unable to use the warranty I purchased. They should honor what I was told by their customer service reps. And their supervisors should also be retrained because **** ID# ****** was more focused on telling me where complaints go instead of answering the question he was asked.

Business Response:

April 10, 2013

******* ******* **** ******* *****

******* ** *****

Complaint ID#*******

Dear *** ********

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a mini refrigerator on January 19, 2011 and a 1 year after manufacturer’s warranty. Before the refrigerator died in November 2011 you contacted N.E.W. and they advised you that your refrigerator was still under the manufacturer’s warranty. The refrigerator was replaced by the manufacturer. After receiving the new refrigerator you contacted N.E.W. and provided them with the serial number for your new refrigerator. The representative you spoke with at N.E.W. advised that the plan you purchased for your original refrigerator would continue for 12 months on the new refrigerator after the manufacturer’s warranty on the new refrigerator expired.

When the new refrigerator stopped cooling in April 2013 you contacted N.E.W. and were advised that the plan to cover it had expired. This was confusing to you because the previous representative had advised that the plan had transferred over to your new refrigerator and shouldn’t expire until December 2013.

The desired resolution listed in your complaint is for N.E.W. to honor the warranty plan you purchased.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that the replacement plan on your original refrigerator took effect on January 19, 2012 after the manufacturer’s warranty expired. The replacement plan expired on January 19, 2013. The replacement plan did not transfer over to the new refrigerator.

We spoke on April 9, 2013 and I apologized for the incorrect information you had been provided regarding the replacement plan continuing to cover the new refrigerator the manufacturer provided. As a customer courtesy N.E.W. agreed to reimburse you for the purchase price of your refrigerator. An eGift card for the purchase price plus tax should be received within 48 hours at *****************.       

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,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

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.]

Better Business Bureau:

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

Regards,

******* *******

The lady I spoke with was great she answered all my questions and actually listened to what I was saying.   Thank You.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3 different occasion's I sent my laptop in for repair 02/19/2012, 06/29/2012, and on 02/24/2013. To ******** ********* ***. As instructed to do By N.E.W. The 3rd time I was told by the rep at NEW Warranty center that I qualified for the "No Lemon policy" that they would notify the repair center not to repair but to just do a diagnosis. Then I receive a e-mail that my hard drive is on back order? So I called the Warranty department to find out what as going on. I was told I received a phone call, when I relayed that I had not then I was told I was left a message, and that I didn't receive either. The claim was apparently denied on the basis the laptop had only been in for 2 repairs? they now say they had changed the 2ND repair as a re-check so It doesn't count as a repair now. What is that? From the very first time I sent in the laptop to the last time I sent it in I have been having the same issues with new ones after they sent it back to me. This is now the second hard drive being replaced, I asked what about the other issues being over looked to be told once they found the bad hard drive that was the issue??? So again my lap top will be sent back with the same issues it was first sent in for plus some not even being looked at that they caused. Like a CD/DVD drive I can't even use that they installed, USB ports that no longer work that did work prior to being sent in. They replaced the cd/dvd player that had no issues prior to being sent in but it's now unusable after they replaced it.

Desired Settlement: I would like my refund I was told I would receive by the N.E.W. Rep. They also shouldn't be allowed to take products sent in for repair and lable them re-checks to avoid the warranty outcome it's unfair to the consumer. I have copys of all 3 repair Forms I had to fill out each time to send in with the laptop in question.

Business Response:

April 2, 2013

***** ***** *** ****** ****** ******** ** *****

Complaint ID#*******

Dear *** *****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you sent your laptop in 3 different times for repair between February 2012 and February 2013. After the third time you were advised by N.E.W. that you qualified for the ‘No Lemon’ policy and that the repair center would not be repairing your laptop only diagnosing it. After being advised of this you received an email from the service center to advise that a hard drive for your laptop was on back order. This was confusing so you called N.E.W. back. The representative you spoke with advised that your second repair had been coded as a re check and did not count towards one of 3 repairs that qualified you for the ‘No Lemon’ policy. The desired resolution listed in your complaint was to receive the refund you were promised under the ‘No Lemon’ policy.        

We spoke on April 1, 2013 and you advised ****** ******** in N.E.W.’s corporate office had assisted you. He had processed a reimbursement for the purchase price of your laptop and added a 48 month service plan for your new laptop at no cost to you. You indicated that ****** was very effective in resolving your concerns. When asked you had no additional concerns or questions.

You stated that you had attempted to close your complaint filed with the Better Business Bureau online but were not allowed to do so until N.E.W. had written a response.

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,

 

***** ******-Senior Compliance Coordinator

NEW Asurion

*

**** ******** **************************

Consumer Response:

Better Business Bureau:

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

The issue has been resolved thank you for your help.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought 3 tablet PC's for Christmas presents for all three of my kids, I also purchased the Replacement plan for all three. One of the tablets quit taking a charge, I called the 800 number and was told by their CSR that it would have to be referred to the manufacturer. The terms of the contract states : Replacement Plans * Easy replacement for qualifying products * If your covered product fails, you'll be reimbursed with either a ****** gift card or check for the original purchase price. *No waiting for repairs! * Registration is not required Under the Terms and Conditions of NEW's own contract 3. A. Terms for replacement plans: The term of this plan commences on the date of product purchase, as indicated on your sales receipt and continues for 2 or 3 years, depending on the plan purchased. 8. Replacement Plans: If you purchased a product replacement plan, your product will be replaced not repaired. You may be required to ship the product, at your expense to a designated location for inspection. If you product qualifies for replacement at our discretion, we will replace it with one of the following: a replacement product of like kind and quality that preforms to the factory specifications of the original product, a gift card equal to the original purchase price(excluding taxes), or a check for the original purchase price of the product (excluding taxes) Once replacement process is complete for a that product this plan is considered fulfilled and coverage ends. If we find your product is not defective we will return it to you. That is the exact wording in the terms and conditions of my pamphlet given to me at the time of sale. There clearly are no exclusions as the CSR tried to explain to me. After being transferred to a Supervisor I asked her if she had a copy of the pamphlet so that she could point out this exclusion and I was told by her that "Legal department" does not allow them to have access to the documents.

Desired Settlement: I would like either product replacement in a timely manner or the giftcard/check for the amount purchased. I have extra copies of the pamphlet That I can send the BBB or maybe scan or fax.

Business Response:

March 27, 2013

****** ** ****** **** ****** ****** ******* ** *****

Complaint ID#*******

Dear *** ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased three (3) tablet PC’s for Christmas presents for your children. One of the tablets quit taking a charge and you called for service and were advised that the tablet was still under the manufacturer’s warranty. You state that you understand the terms of your plan to begin on the purchase date and feel that your tablet should be replaced by N.E.W.    

A review of your service history for the service plan you purchased has been completed. The research revealed a call made by you to N.E.W. on March 5, 2012. The service history is noted that you were advised to contact the manufacturer and that the representative outlined the terms of coverage to you regarding the issue with your tablet.  

We spoke on March 20, 2013 and I apologized for any inconvenience you may have been caused. I asked for you to send me a copy of the terms you were referencing in your complaint due to my not being able to find the language you listed in your complaint. To date I have not received a copy of the terms from you.

I look forward to hearing from you when you provide a copy of the terms we discussed. The terms will allow me to resolve your complaint.

Regards,

***** *******Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: see Attached document

Desired Settlement: see Attached document

Business Response:

March 27, 2013

***** ********* **** ****** ****** ***** *** **** ******* ** *****

Complaint ID#*******

Dear *** **********

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a TV from ***** **** along with a warranty from N.E.W.  The TV makes a loud humming noise that can be heard over the audio of the TV when you are watching it. The TV has been diagnosed twice and determined to be at factory specs. You indicate you are not satisfied with the two technician’s opinions. The desired resolution listed in your complaint is to have your TV repaired or replaced.  

A review of your service history for the service plan you purchased has been completed. The research revealed two service calls for your television. The first service call resulted in the LCD control unit and a terminal unit being replaced. The second call resulted in a diagnosis of the television being completed and the television found to be at factory specs. No loud humming noise was detected.

A Corporate Escalations specialist spoke with you on March 4, 2013 and advised that N.E.W. would reimburse you for any out of pocket charges for diagnostic testing should a technician of your choosing find a loud humming issue with the television. There is no indication in your service request notes that you have had your television diagnosed with a loud humming noise.

I called the contact number listed in your complaint on March 27, 2013 and the woman answering the phone directed me to call you at ***** ********. This number she provided was answered by a voicemail indicating that I had reached ***** I left a detailed message indicating that I needed to determine if you had your television diagnosed by a technician of your choosing and what the diagnosis was. 

    

Until it can be determined that your television has an issue with the loud humming noise you indicate exists, N.E.W. has no way of reimbursing you or replacing your television.

You may contact me at ***** ********. I look forward to hearing if you have been provided with a different diagnosis than the service technicians with N.E.W. provided.

Regards,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: An HP laptop computer was purchased from *********. We purchased an extended warranty through ****** *** with their 3rd party vendor ************. We had to send the computer back 2 times for the same issue. The last time they sent it back to us they told us they replaced the motherboard. We were only able to turn the computer on about 3 times before it crashed on us again. We took the computer into ****** *** and was told it was the motherboard again. ************ will not fix it now as the warranty with them has expired. They told us we only 30 days to send it back. Now they will not fix the issue that the claim the fixed in the first place. We understand that the warranty is out, but they should at least take care of what they did not fix on the first two times. They are not taking responsibility for the poor quality job they did before. We are wanting the problem fixed that they say they fixed and stand behind their work.

Desired Settlement: We want to have the computer fixed properly at no extra charge.

Business Response:

March 25, 2013

**** * ****** *** ****** ****** ******** ******** ** *****

          

Complaint ID#*******

Dear *** ******,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you purchased a HP laptop at ********* along with an extended warranty thru ************* N.E.W. (************* repaired your laptop twice by replacing the motherboard. The laptop crashed and you took it to ********* and they advised it needed another motherboard. The warranty you had with N.E.W. has expired and the laptop cannot be repaired under the warranty plan you purchased. You believe N.E.W. should repair your laptop again due to not repairing it the first two times.

A review of your service history for the service plan you purchased has been completed. The research revealed the last repair to your laptop completed in July 2012. The 36 month service plan you purchased expired on July 20, 2012. The next notation in your service history is not until December 6, 2012, this is five months after the last repair was made by N.E.W.

Specific language in the terms of coverage related to your complaint is listed below for your reference:

Limit of Liability: For any single claim, the limit of liability under this Contract is the least of the cost of (1) authorized repairs, (2) replacement with a product with similar features, (3) reimbursement for authorized repairs or replacement of Your Product, or (4) the price that You paid for the Product (excluding any delivery charge). The total liability under this Contract is the purchase price You paid for the Product including sales tax; in the event that the total of all repairs exceeds the purchase price You paid for the Product including sales tax, or We reimburse You for a Product with another product with similar features, We shall have satisfied all obligations owed under this Contract.

Consequently, N.E.W. cannot repair your laptop an additional time due to the Limit of Liability under your service plan being satisfied and your service plan being expired.

If we can be of further assistance to you in explaining this matter, please do not hesitate to contact me directly at ************.

Regards,

 

 

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought this insurance policy through ***** **** in **********. My TV has broken and fix 4 times. Every single time it is broken, it is the same problem; there is no power and there is no display. When I bought this insurance policy, they told me if they repair it 3 times for the same issue, they will replace my TV an new equivalent TV or issue me credit. It is also stated on the insurance policy that I have with me. Now it is the fifth time that this TV is broken and I am sending it back for another repair.I keep getting the TV back with the same issue that isn't fixed.Since I am a ***** **** business member, my insurance was automatically extend 1 year and my insurance will end Sept 09, 2013.

Desired Settlement: Either replace my TV with an equivalent TV of same cost or issue me credit as it it is stated in their policy. Policy can be obtained online at: ********************************************************

Business Response:

March 26, 2013

******* ****

***** ********* ****** *** ****** ** *****

Complaint ID#*******

Dear *** ****,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you bought insurance through ***** **** for your TV. The TV has broken 4 times and been repaired by N.E.W. You were advised when you purchased the insurance that after three repairs for the same issue N.E.W. would replace your TV or refund you for your TV. N.E.W. has asked that you send your TV in a 5th time for repair instead of replacing it or refunding your purchase price. The desired resolution listed in your complaint is to have your TV replaced or be issued a credit as stated in the policy.      

A review of your service history for the Service Plan you purchased has been completed. The research revealed multiple repairs to your television for the same issues. A determination was made to reimburse you for the purchase price of your television under the “No Lemon “guideline in the terms of coverage for the Service Plan you purchased.

I called the contact number listed in your complaint on March 26, 2013 and left a message advising you of the reimbursement. I left my direct contact information should you have additional concerns or questions for N.E.W. You should receive the reimbursement check in 5 to 10 business days. 

I hope this response provides you with the necessary information to close out this complaint.

Regards,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The computer was attempted to be repaired numerous times and the company continued to throw parts at fixing the blue screen issue, but after all of the parts that were installed and the numerous service calls, the computer still has the blue screen issue as it did from day one. I continued to try to have the computer sent to a depot fro service, as it appeared that the service calls were guesses and that technicians were spending as much time on the phone with NEW as I had spent in the past and the end result was that I could have continued to guess at parts and spent hours on the phone to just have the computer in the same state that it was when I called in. In speaking with one of the supervisors ********) (on March 16th at approximately 10:40 pm CST) I asked about the unit being covered under the No lemon policy and I had to explain to her what the No lemon policy and I still had to give the example of a car that had to be repaired and was returned multiple times and the car could not be repaired it would be covered under most state's Lemon Law policy. After continuing to hear that I had reached the aggregate claim amount for the 3rd to 4th time, I again asked why would this not ne covered and she expressed that the coverage did not mean that it WOULD BE FIXED, but that they would try. I hung up and called back and spoke to another representative that after going over the plan details - line by line- the No lemon policy is in affect under my *** PC policy. I then spoke with another supervisor (********) and he expressed that he would have someone to call me on 3/17/2013 to discuss Depot Repair/Reimbursement under No lemon policy and he stressed that it did appear that the computer was not fixed correctly and I agreed with him pointing to the fact that the original concern (Blue screen error) had never been fixed and I called in immediately after the last technician worked on the computer to point out that the Blue screen error was happening again (prior to calling back into NEW, I was able to catch the service technician on his cell phone to express that the Blue screen issue was happening and he was shocked, but expressed that I had to call back in for a service call) ..

Desired Settlement: Depot Repair/Reimbursement under No lemon policy.... Below is copied directly from NEW Corp: 100% parts and labor coverage for failures caused by: Normal wear and tear Defects in workmanship and materials Mechanical and electrical breakdowns Environmental factors Power surge protection No lemon policy 24-hour, toll-free assistance Free transferable coverage

Business Response:

April 4, 2013

* * ********* **** ******* ******* ***** ********** ** *****

Complaint ID#*******

Dear * * *********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you have had your computer repaired numerous times with numerous parts being replaced. The computer still experiences the blue screen issue you reported the first time your computer was sent to N.E.W. for repair. On March 16th you were advised that you had reached the aggregate limit under the service plan you purchased. The computer did not qualify for the “No Lemon” policy due to the aggregate limit being met. The last representative you spoke with advised he would have someone call you to discuss depot repair or reimbursement under the “No Lemon” policy. The desired resolution listed in your complaint is to receive depot repair or reimbursement for the purchase price of the computer.  

A review of your service history for the service plan you purchased has been completed. The research revealed a representative processing a service solution consideration on April 2, 2013. I followed up on the consideration and asked that the service solution be approved for customer satisfaction due to the multiple repairs since January 2013.  

We spoke on April 2, 2013 and I informed you that I had asked for the service solution consideration you were offered to be approved due to the multiple repairs to your computer. You indicated that the previous representative had advised you may receive a replacement instead of a reimbursement due to you not having a receipt for your computer. I assured you that I would facilitate one of the options for you and call you back to let you know which one would be provided.  

We spoke again on April 3, 2013 and when asked you agreed to accept a reimbursement of $614.00 for your computer as resolution to your complaint. I advised that you should receive the reimbursement check in 5 to 10 business days. 

If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ************.

Regards,

***** ******-Senior Compliance Coordinator

NEW Asurion

(

**** ******** **************************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  There were some bumps in the road on the way to this resolution, but in dealing with *** ******* ******, Senior Compliance Coordinator, she was very nice, friendly and professional.  *** ****** contacted me and within one to two days, she had reviewed the case and worked to resolve this claim. I do thank her and the young man that worked to out her to put her in touch with me, as they both knew their product lines and stressed not to worry about what had happened with previous representatives, as they were going to look into taking care of the problem (at first I felt as I was getting empty claims as I had had heard this before from NEW). Both of these N.E.W. representatives not only had intent, but most importantly they had follow-through. So, again, I thank both of them for their help in resolving this N.E.W claim, as well as, the BBB claim.

Regards,

* *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: REASON I AM FILING A COMPLAINT WAS BASED ON SEVERAL ISSUES NOW WITH ******** AND THE COMPANY THEY WORK WITH ************************************* . Last year on February 25th I purchased a camera the seller sold me a warranty stating if anything happens to my camera it will be fixed or replaced. Now Last Month Around February 20th I was trying to get my camera fix and i kept be direct to the manufacture because it is still under manufacture warranty and had to wait for until it expired. So, I called again and spoke with ****** through chat. She mentioned to me that i no longer qualify for the warranthy through ******* because It has expired, and had to deal with the ***** now. She also said because the reason *** **** was not able to fix my item was because i purchased an item that only cover accidental damage. I was under the impression when i first the camera the warranty would cover everything! from what i was told and sold for. I have now a broken camera and disappointing customer who will most likely not by anything from *** **** again! I 've been trying to get my camera fix nothing from their end is being done. No one care or seems to even try to help me with this. I use to work for retail I know ******* **** use to send your product out to the company for the first year the product was covered and then after the company takes care of it. **** *** replaces or send its out as well. *** **** gives me the run around. I want my camera fix.

Desired Settlement: I want my camera fix or refund the whole thing i paid for it because i've only have use my camera twice since i have bought. still literally in the box.

Business Response:

March 25, 2013

****** * ******** **** ****** *** **** *** **** ***** ** *****

Complaint ID#*******

Dear *** ********,

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you have had issues trying to have your camera repaired by ******* and N.E.W. The ******* representative you spoke with advised that you could not have your camera repaired by N.E.W. due to only having accidental damage from handling (ADH) coverage. In your complaint you stated that you were under the impression from the representative who sold you the camera and the warranty that everything was covered. The desired resolution listed in your complaint is to have your camera repaired or to be reimbursed for the purchase price you paid for the camera and the replacement plan.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that you contacted N.E.W. on August 25, 2012 and were advised to contact the manufacturer regarding your camera. A call to N.E.W. on March 6, 2013 is listed in your service history but no notes indicating the reason for your call were entered.

I called the contact number listed in your complaint on March 22, 2013 and left a message for a return call to discuss your complaint. I sent an email on March 25, 2013 to ******************** due to not hearing from you. You responded right away to my email and indicated that you were available by telephone after 5 pm PST. Due to the time difference in EST (where I am) and PST (where you are), I responded to your email. I advised that N.E.W. had made a determination to reimburse you for the purchase price of your camera due to you being provided incorrect information when you purchased your camera and replacement plan. This reimbursement provides the desired resolution listed in your complaint.

This reimbursement does not include the cost you paid for the replacement plan since having the replacement plan for your camera provided the reimbursement in the terms of coverage. The following is the maximum obligation that N.E.W. has under the terms of a replacement plan.

Limit of Liability

      At our option, payment is the cost of replacement of the product with a product with similar

      features, or reimbursement up to the amount the consumer paid for the product.

When a replacement plan is fulfilled, the Contract Status and Service Request status change:

The Contract Status is changed to Terminated

The Service Request Status is changed to Contract Fulfilled

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

Regards,

***** ******-Senior Compliance Coordinator

NEW Asurion

***** ******** **************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent my iPad in on 2/4/13 for repair and was told it could not be fixed. As of 3/4/13 no replacement or refund. I purchased an iPad mini on 12/27/12 order # ************** along with a protection plan. On 1/29/13 I was in an accident that totaled my car and my iPad was under the seat. That night it rained and when I got out of the hospital I found my iPad under the seat in a puddle of water. I contacted ******** and they sent me to a warranty dept where I sent the iPad back on 3/4/13. I received an email 3/6/13 they received the product. Then I had to call on 3/20/13 to find out the status because no one followed up with me. I was then told on 3/20/13 it couldn't be fixed because it had water damage. Duh, I told them it had water damage so why did I have to send it in and wait two weeks to be told something I already know? Then I asked if I could have a replacement one, and was told no, we will have to refund your money and that would take 3 days. So on Friday 3/22/13 I call back to see if they can send me an electronic gift card so I could go to my local ******** and purchase a new one because I was leaving on Sunday 2/24/13 to go to a week long conference and needed my iPad for the meeting. I was told no, it will be Tuesday before someone will get back with you. Needless to say I was very inconvenienced during my meeting and it made it very difficult for me. I did get an email on Tuesday 2/26/13 that I would be receiving a refund and as of 3/4/13 no refund has been issued. So on 3/4/13 I contacted ********'s customer service number and was told "Oh well, you will have to go through the service department for the refund, we can't help you." I am very, very disappointment in ********* lack of customer service and concern for their customers.

Desired Settlement: I want my iPad replaced or at best a refund, and additional compensation for (1) my 30 days without my iPad, (2) their lack of care and concern (3) for causing me difficulty during a conference for a week when I bought the iPad specifically for that meeting. I would like my refund ASAP so I can go to **** *** where I will be making all my future electronic purchases!!!

Business Response:

March 26, 2013

***** ****** ** ***** **** ************* ** *****

Complaint ID#*******

Dear *** *******

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau 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 Better Business Bureau, you sent your iPad mini in for repair on February 4, 2013. As of March 4, 2013 you have not received a replacement or refund. Your iPad was liquid damaged in an automobile accident on January 29, 2013 and when you contacted N.E.W. you were asked to send your iPad in for repair. After 14 days with no wor