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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 636 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

636 complaints closed with BBB in last 3 years | 217 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 2
Delivery Issues 12
Guarantee/Warranty Issues 193
Problems with Product/Service 412
Total Closed Complaints 636

Additional Information

top
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

  • THIS LOCATION IS NOT BBB ACCREDITED

    NEW Coon Rapids111 6th Avenue, Suite 16

    Coon Rapids, IA 50058

  • THIS LOCATION IS NOT BBB ACCREDITED

    NEW Crestview5660 John Givens Road

    Crestview, FL 32539

  • THIS LOCATION IS NOT BBB ACCREDITED

    NEW Great Falls321 Central Avenue

    Great Falls, MT 59401

  • THIS LOCATION IS NOT BBB ACCREDITED

    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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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

    2700 W. Story Rd.

    Irving, TX 75038

  • THIS LOCATION IS NOT BBB ACCREDITED

    5325 Faa Blvd Ste 160

    Irving, TX 75061

  • 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

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2304

    Great Falls, MT 59403

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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
Find a LocationX

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Complaint Detail(s)

10/23/2014 Problems with Product/Service
10/23/2014 Problems with Product/Service
10/18/2014 Problems with Product/Service
10/18/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service
10/16/2014 Problems with Product/Service
10/16/2014 Guarantee/Warranty Issues
10/14/2014 Problems with Product/Service
10/13/2014 Guarantee/Warranty Issues
10/13/2014 Problems with Product/Service
10/11/2014 Problems with Product/Service
10/10/2014 Problems with Product/Service
10/10/2014 Problems with Product/Service
10/10/2014 Problems with Product/Service
10/10/2014 Problems with Product/Service
10/7/2014 Problems with Product/Service
10/7/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service
10/3/2014 Guarantee/Warranty Issues
10/1/2014 Problems with Product/Service
10/1/2014 Delivery Issues
10/1/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/27/2014 Problems with Product/Service
9/27/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service
9/23/2014 Problems with Product/Service
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9/22/2014 Problems with Product/Service
9/20/2014 Problems with Product/Service
9/20/2014 Problems with Product/Service
9/20/2014 Problems with Product/Service
9/20/2014 Problems with Product/Service
9/19/2014 Guarantee/Warranty Issues
9/19/2014 Problems with Product/Service
9/19/2014 Guarantee/Warranty Issues
9/18/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service
9/11/2014 Problems with Product/Service
9/8/2014 Guarantee/Warranty Issues
9/8/2014 Guarantee/Warranty Issues
9/8/2014 Problems with Product/Service
9/6/2014 Problems with Product/Service
9/6/2014 Problems with Product/Service
9/6/2014 Problems with Product/Service
9/6/2014 Problems with Product/Service
9/6/2014 Problems with Product/Service
9/6/2014 Problems with Product/Service
9/5/2014 Problems with Product/Service
9/3/2014 Guarantee/Warranty Issues
8/23/2014 Guarantee/Warranty Issues
8/23/2014 Problems with Product/Service
8/19/2014 Advertising/Sales Issues
8/19/2014 Problems with Product/Service
8/19/2014 Problems with Product/Service
8/13/2014 Problems with Product/Service
8/12/2014 Problems with Product/Service
8/12/2014 Problems with Product/Service
8/12/2014 Guarantee/Warranty Issues
8/12/2014 Problems with Product/Service
8/12/2014 Problems with Product/Service
8/9/2014 Guarantee/Warranty Issues
8/9/2014 Problems with Product/Service
8/8/2014 Problems with Product/Service
8/5/2014 Problems with Product/Service
8/5/2014 Guarantee/Warranty Issues
8/3/2014 Problems with Product/Service
8/3/2014 Problems with Product/Service
8/3/2014 Problems with Product/Service
8/3/2014 Advertising/Sales Issues
8/2/2014 Problems with Product/Service
7/30/2014 Problems with Product/Service
7/29/2014 Problems with Product/Service
7/24/2014 Problems with Product/Service
7/24/2014 Problems with Product/Service
7/22/2014 Problems with Product/Service
7/22/2014 Problems with Product/Service
7/21/2014 Guarantee/Warranty Issues
7/18/2014 Problems with Product/Service
7/15/2014 Problems with Product/Service
7/13/2014 Problems with Product/Service
7/13/2014 Problems with Product/Service
7/12/2014 Problems with Product/Service
7/12/2014 Advertising/Sales Issues
7/12/2014 Problems with Product/Service
7/12/2014 Problems with Product/Service
7/12/2014 Problems with Product/Service
7/11/2014 Problems with Product/Service
7/11/2014 Problems with Product/Service
7/7/2014 Problems with Product/Service
7/7/2014 Problems with Product/Service
7/6/2014 Problems with Product/Service
7/5/2014 Problems with Product/Service
7/3/2014 Problems with Product/Service
7/2/2014 Problems with Product/Service
7/1/2014 Billing/Collection Issues
6/29/2014 Problems with Product/Service
6/27/2014 Problems with Product/Service
6/27/2014 Problems with Product/Service
6/27/2014 Problems with Product/Service
6/27/2014 Problems with Product/Service
6/25/2014 Problems with Product/Service
6/25/2014 Problems with Product/Service
6/23/2014 Guarantee/Warranty Issues
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/17/2014 Delivery Issues
6/14/2014 Problems with Product/Service
6/10/2014 Guarantee/Warranty Issues
6/7/2014 Guarantee/Warranty Issues
6/6/2014 Guarantee/Warranty Issues
5/31/2014 Problems with Product/Service
5/31/2014 Guarantee/Warranty Issues
5/19/2014 Problems with Product/Service
5/19/2014 Problems with Product/Service
5/17/2014 Problems with Product/Service
5/16/2014 Problems with Product/Service
5/16/2014 Problems with Product/Service
5/16/2014 Problems with Product/Service
5/11/2014 Problems with Product/Service
5/11/2014 Guarantee/Warranty Issues
5/11/2014 Advertising/Sales Issues
5/9/2014 Problems with Product/Service
5/1/2014 Guarantee/Warranty Issues
4/28/2014 Problems with Product/Service
4/20/2014 Guarantee/Warranty Issues
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 | Read Complaint Details
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Additional Notes

Complaint: I bought a laptop from **** **** and bought there extended warranty, 2 weeks ago I sent it to them as one of the hinge was broken wifi not working and one usb became loose, they returned product saying thats its not manufacturing defect but physical damage and will not be covered

Desired Settlement: I want it to repaired replaced or refunded

Business Response:

February 20, 2014

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

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

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

Case # *******

**. *******,

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 computer from ***’s **** with an extended warranty. You submitted it to N.E.W for repair for a broken hinge, a loose USB port, and Wi-Fi not working. It was returned to you with a note that the problem was considered to be physical damage and not a manufacturing defect and that would not be covered.

The desired resolution listed in your complaint is for your laptop computer to be repaired, replaced, or refunded.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that you contacted N.E.W. January 21, 2014 to report an issue with your laptop computer. Your computer was received at N.E.W.’s service center January 30, 2014. The technician assigned to work on your device determined the damage to your laptop was caused by a hard impact such as would occur from dropping. In the terms and conditions of your service plan under the section, “What is Not Covered” item #3) you will find the following:

What is Not Covered #3) Damage from accident, abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications, or alterations.

At N.E.W. we value you as a customer and regret that your experience was less than satisfactory, however per the terms and conditions of your service plan we are unable to honor you request to repair, replace, or refund the purchase price for your laptop computer.

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

Regards,

*** ****

Compliance Coordinator

*****************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer Response: [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:
they are rejecting the repair saying it was physical damage, I know that there was no physical damage and this is all manufacturing defect this is there way of getting out of not repairing it and claiming it to be physical damage

Regards,

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

Business Response:

February 28, 2014

 

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

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

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

Case # *******

 

 

**. *******,

N.E.W. is in receipt of your rebuttal dated February 20, 2014. According to your letter you rejected our response that the repair centers diagnosis of the problem to your laptop computer was physical damage. You believe it was a malfunctioning issue.

 

The technician assigned to service your computer is a highly skilled and experienced employee. We are confident that if he determined your laptop was damaged due to a hard impact that he had sufficent evidence to make that decision. We value you as a customer, however we remain unable to fulfill your desired resolution to repair, or replace, or provide a refund for the purchase price you paid.

 

Our previous response indcaited that physical damage is not covered under the plan you purchased for your laptop computer.

 

If you have questions or would like to speak with me regarding our decision please contact me directly by calling ###-###-####.

 

Regards,

 

*** ****

Compliance Coordinator

*****************   

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

 

 

 

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

3/15/2014 Guarantee/Warranty Issues
3/15/2014 Problems with Product/Service
3/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would just like to get a new phone as promised by this company. I would like to get some sort of refund, gift card, whatever they can do, it doesn't matter. I need a replacement phone ASAP. Claim # ********

Business Response:

February 28, 2014

****** *****

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

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

Case # *******

**. *****,

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 wireless phone from a ******* store located in your home town. You purchased a two year Product Care Plan which provides coverage for most perils except lost or stolen. The screen of the wireless phone was damaged and the phone became inoperable. You submitted a claim with N.E.W. and were advised you would receive within a week a prepaid return shipping envelope to send the damage phone to N.E.W.  You then waited between two and three weeks without receiving the expected envelope. You contacted N.E.W. and spoke to several representatives who would not provide you with an update on the status of your claim. You went on line for information regarding your claim and discovered it had been denied. You were advised to leave a voicemail and that someone would return your call. Three weeks passed without anyone attempting to contact you. You were advised that N.E.W. selected your claim for a random review and that you would be required to produce a receipt. You went to the ******* location where you purchased the wireless phone to inquire if they could provide you with a copy of the receipt. After spending almost three hours at ******* you received no help. After repeated attempts to contact N.E.W. via e-mail and phone you have had no resolution and feel that you are being ignored.

The desired resolution listed in your complaint is to get a new wireless phone via a refund, gift card, or any other means possible. 

A review of your service history for the replacement plan you purchased has been completed. The research revealed a request to reimburse via e-gift card the purchase price you paid for the wireless phone was submitted December 23, 2013. A shipping label for you to return the damaged wireless phone to N.E.W. was mailed the same day. On January 8, 2014 N.E.W. received a notice that the shipping label was being returned as undeliverable.

I spoke with your wife ***** ***** and advised her we would complete the claim upon receiving the damaged wireless phone at N.E.W.  A prepaid shipping label has been sent to the e-mail address ********************. We would be happy to mail a label to you if you prefer. Once N.E.W. has received the damaged wireless phone a request to issue the reimbursement e-gift card will be submitted.

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

Regards,

*** ****

Compliance Coordinator

*****************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

3/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Business Response:

February 20, 2014

*** ********

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

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

Case # *******

**. ********,

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. would not allow you to submit a claim based on the verbal description of damage you provided regarding your device.  You mention the terms and conditions of the plan state normal wear and tear, and material defects are covered, and that N.E.W. has no process in place to determine the root cause of mechanical failures.

The desired resolution listed in your complaint is for your device to be repaired under the plan.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. January 22, 2013 to report a problem with your ***** ****. The notes in the customer interaction history indicate you specifically mentioned the pins are either bent or broken. In the terms and conditions of the plan under the section Definitions item # 6 you will find the following description for “breakdown”.

Breakdown refers to the mechanical or electrical failure of the product caused by: a) defects in materials/ and or workmanship, b) normal wear and tear, c) dust, heat, or humidity and, d) power surges.

Under the section, “What is Not Covered” item #3 you will read:

 

What is Not Covered: #3) Damage from accident, abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications or alterations.

All repairs performed by N.E.W. must receive prior approval before repairs can begin.  N.E.W.’s position is that bent or bro*** pins on an **** are not the result of defects in materials or, normal wear and tear, but are in fact due to accident or misuse even if unintentional. We value you as a customer and regret that your experience with N.E.W. was less than satisfactory, however based upon the damage description provided we remain unable to fulfill your desired resolution to have your **** repaired.

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

Regards,

*** ****

Compliance Coordinator

*****************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer Response:

[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 position or determination "that bent or broken pins on an **** are not the result of defects in materials or, normal wear and tear, but are in fact due to accident or misuse even if unintentional" is NOT based on material facts. It is very disappointing to hear that a company will imply that a high volume device component cannot fail due to a material defect or wear out and fail due to exceeding its useful life.  If you can provide manufacturer’s documentation to show that the 100% of the population (at 100% confidence limits) that the connectors are free from any material defects and the connectors have an infinite useful life only then will I accept your stated position.

An accurate diagnosis of the actual cause of the damage to the **** cannot be made without a qualified root-cause analysis of the actual device.

You did not give a response to my statement that NEW does not have a process in place to determine root cause of mechanical failures. Is it accurate to say that N.E.W. does not have a process in place to determine root cause of mechanical failures?  If not, I formally request a written copy of your current root cause analysis process.

Regards,

*** ********








Business Response:

February 28, 2014

 

*** ********

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

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

Case # *******

 

**. ********,

 

N.E.W. is in receipt of your rebuttal dated February 21, 2014. You dispute our position that bent or broken pins on an ***** **** are not the results of defects in materials or due to normal wear and tear, but are due to accident or misuse even if unintentional. You feel this decision is not due to material facts. You go on to state that an accurate diagnosis of the actual cause of damage cannot be determined without a root cause analysis of the device. You also state we did not provide a response to your statement that N.E.W. does not have a process in place to determine the root cause of mechanical failures and that if we do you would like a written copy.

 

N.E.W. stands by the position that bent or broken pins are considered damage caused by accident or misuse, unintentional or not. When we asked discovery questions about the problems with your device, you provided the information that the pins were bent or broken. A root cause analysis of your device is not required because damage is not a covered peril. I refer you again to the terms and conditions of the extended plan. Under the section, “What is Not Covered” item #3 you will read:

 

 

What is Not Covered: #3) Damage from accident, abuse, misuse, introduction of foreign objects into the product, unauthorized product modifications or alterations.

 

 

N.E.W. does value you as a customer and regrets that your experience has been less than satisfactory, however we remain unable to submit a claim for your **** based upon the information provided.

 

Regards,

 

*** ****

Compliance Coordinator

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

voice ###-###-#### fax ###-###-####

Asurion I 648 Grassmere Park, Nashville, TN 37211

 

Consumer Response:

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

 Complaint: *******

I am rejecting this response because:

**. ****,

Again you have failed to provide or identify a single fact or piece evidence to support N.E.W.’s “position” that bent or broken pins are considered damage caused by accident or misuse. This “position” is based on assumptions only.  Not one individual from N.E.W. asked a discovery question to gather any information to determine the cause of the of the bent or broken pins.

You also state “A root cause analysis of your device is not required because damage is not a covered peril.” This is quite a statement to make for a replacement plan.  “Wear and tear” is defined as damage that occurs as a result of normal use or aging.  Normal use of a component with a material defect can also result in physical damage.  Both wear and tear and material defects are covered by the plan as identified in the terms and conditions, so stating that “damage is not a covered peril” is a false statement.

My position is that the pin damage is caused by normal use of the device after the failure of a defective component within the connector. This is based on visual inspection of the device under a microscope and discussions with an electrical aerospace technologist with decades of experience with many types of connectors.

Since you have been unable or unwilling to answer my questions I will simplify them to Yes or No questions and number them.

 1.       Does the respective replacement plan cover damage as a result of normal wear and tear? (Yes or No)

 2.       Does the respective replacement plan cover damage as a result of a defect in a material or component? (Yes or No)

 3.       Does N.E.W. have an existing process to determine the actual root cause of physical/mechanical damage? (Yes or No)

Regards,

*** ********








Business Response:

March 14, 2014

*** ********

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

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

Case # *******

**. ********,

N.E.W. has received your recent comments submitted to the Better Business Bureau regarding case # *******. You have stated that your position is the pin damage to your **** was caused by normal use of the device due to failure of a defective component within the connector.

Our position remains that bent or broken pins in an **** connector are the result of accident or misuse.  You have asked us to provide a yes or no response to the following three questions. We are happy to answer your questions, however we will not provide one worded responses without a comment as it relates to your complaint.

1.Does the respective replacement plan cover damage as a result of normal wear and tear?

   Yes.

    N.E.W.’s  position again is that bent or broken pins are not the result of normal wear and tear.

2. Does the respective replacement plan cover damage as a result of a defect in material or component?

    Yes.

    There are currently no known defective components within ***** **** connectors.  Bent or broken    

    pins are not uncommon. Our research has found that ***** Inc. will not replace bent or broken pins for ****s

    under their manufacturer’s warranty.

3. Does N.E.W. have an existing process to determine the actual root cause of physical/mechanical damage?

    Yes.

    If a service request is approved, a comprehensive examination is conducted upon receipt of the product. Before a     

    service request  is approved, discovery questions are asked. You provided information that the pins

    in your **** were bent or broken.  That remains N.E.W.’s basis for denying your  request.

As stated in prior communication with you, N.E.W. does value you as a customer and we regret that your experience has not met your expectations. We feel we have made a good faith effort to explain the reason for the  service request denial.

Kindest regards,

*** ****

Compliance Coordinator

*****************  

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

Consumer Response:

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

 Complaint: *******

I am rejecting this response because:

**. ****,

Again your position is not based on facts and you have not provided any evidence to back up you determination.  Apple's warranty and or policies are not relevant in this discussion.  You state that the plan in question does cover damage caused by wear and tear and damaged caused by defective materials or components. Please identify the discovery questions asked by NEW and my given answers that clearly identify the cause of the damaged pins.

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.

3/10/2014 Guarantee/Warranty Issues
3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an ***** online from ******* and also bought the 2 year service plan. I sent it in to have it repaired because of a small crack on the surface. I did not hear anything from them for over 3 weeks. On the fourth week I called to check on my product. Since then I've talked to different people every time who told me something different about my ****. Finally, they said it was fixed and delivered to the wrong person who would not send it back to them. They sent me a refund to buy a new **** which sounds ok except that we've lost everything on our original ****, I've had to cancel my credit card since someone else has my information and now I have to start over with buying a new **** and another 2 year service plan. I called again because I do not feel like I should have to buy another service plan because they've lost my product and can't get it back. I still had another year of service plan yet. This has been the biggest inconvenience because you can never talk to the same person and it has been a different story every time I call them.

Desired Settlement: Refund on a new service plan

Business Response:

February 26, 2014

***** ******

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

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

Case # *******

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 ***** **** online from ******* with a two year extended service plan. When the screen to the **** developed a crack, you sent it to an N.E.W. service center for repair. After you did not receive a status update on the repair of your **** you contacted N.E.W. several times and each time received different information. Eventually you received information that the **** had been repaired, however it was returned to the wrong address to someone who refused to send it back to N.E.W. As N.E.W. erred in sending the **** to the wrong address and was unable to retrieve it, a decision was made to buyout the ****. A refund of the purchase price you paid was sent to you in the form of a gift card. You purchased a new **** but because the original device was bought out the extended service plan is no longer active. You feel that because N.E.W. lost your original **** through no fault of your own that you should not be responsible for purchasing another extended service agreement.

The desired resolution listed in your complaint is to receive a refund of the extended service plan.

A review of your service history for the replacement plan you purchased has been completed. The research revealed your **** was repaired, however instead of being returned to you it was sent to an incorrect address. N.E.W. made several attempts to retrieve the **** with no success. N.E.W. had no choice but to refund the purchase price you originally paid for the ****. A refund was approved and sent to you in the form of a ******* gift card which you used to purchase another ****. I contacted you February 19, 2014 to discuss your experience with N.E.W. and your desire to have the extended service plan added to your new ****. Upon speaking with you, you advised that you had received an e-mail stating your **** had been repaired and was now being sent back to you. This was after you received the reimbursement gift card. I advised you as the buyout for your **** was required through no fault of yours we would be happy to either refund the price you paid for the extended service plan or add the extended service plan to your new **** once we received a receipt copy indicating the purchase price and location. I provided you with the fax number to our office and will provide a confirmation to you upon receiving a receipt copy for your new ****. As you received a buyout of your original product, I requested that you return that **** that under the rights of salvage which you agreed to try to do. I stated that I would have a ***** box sent to the address listed above with a prepaid shipping label for your convenience.

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

Regards,

*** ****

Compliance Coordinator

*****************   

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

3/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Microwave Oven purchased on April 16, 2009. Purchased the extended warranty. The oven cooks but the beeper does not work. Repair man came on Monday January 27th said because it runs they probably won't cover it, that we would be notified. Thursday the 30th came and we hadn't heard so we called and were told they weren't going to cover problem. Spoke to a supervisor who said he was going to resumit the request. Recieved a phone call Friday 31st and was told they were not going to cover it that the repair man said it was beeping and working. We returned the call to tell them why would we have someone come to look at it if it was beeping. I asked to speak to the supervisor that we spoke to the other day and he said he understood how we felt but they denied the request because it worked and the problem was more an announce issue. Unless we are there watching the microwave we don't know when food is done because there is no sound so yes it is annoying.

Desired Settlement: Not only did we by an extened warrenty for Microwave but for stove top, double oven, fridge, washer and dryer. We expect them to honor the warrenty.

Business Response:

February 26, 2014

*** & ****** *******

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

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

Case # *******

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 microwave oven April 16, 2009 with an extended warranty. You submitted a claim for the microwave with N.E.W. due to the beeper associated with the timer not working properly. On January 27, 2014 a repair technician inspected the microwave. He advised you because the microwave worked, the repair to the beeper would probably not be covered, and that you would be notified of a decision. On January 30, 2013 you contacted N.E.W. to check on the repair status. You were advised the repair would not be covered. You then spoke with a supervisor who resubmitted the repair request. The following day you received a phone call from N.E.W. advising again the repair would not be covered with an explanation that the repair technician noted the beeper was working. You requested to speak with the same supervisor you had previously talked to but were advised the service request was denied because the problem was considered an annoyance.
?

The desired resolution listed in your complaint is for N.E.W. to honor the warranty.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that the service technician who examined your microwave on January 27, 2014 noted that it worked properly however you had concerns about the amplitude or volume of the beeper associated with the timer. On January 31 a new service ticket was authorized.  N.E.W. dispatched a different service provider to your home on February 6, 2014. The technician who performed the service noted the beeper was working erratically. He contacted the authorization department who advised him the problem was an annoyance and not covered.

The decision has been made that the problems associated with the beeper should have been covered and repaired. I spoke with ***. ******* and apologized that the experience with N.E.W. was less than satisfactory. I advised N.E.W. is currently locating another service provider in your area. As soon as I have contact information for the service provider I will speak with you again to arrange an appointment.

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

Regards,

*** ****

Compliance Coordinator

*****************     

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

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

3/6/2014 Delivery Issues
3/5/2014 Problems with Product/Service
3/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 09/05/2013, we purchased a ** Printer (** ******) for $39.00 (before tax) and was asked by the store cashier if we wanted to purchase a two year extended warranty plan. She explained that if something went wrong with it, or if it failed to work that the price of the printer would be reimbursed in full. We agreed to do so, and purchased the two year extended warranty for an additional $4. Fast forward to 02/01/2014 as I was going to print out documents for college, and the printer is no longer working. The feed is literally shredding the paper as it goes through, not feeding correctly, and messing up everything in the process making a horrific noise. Nothing had been spilled on printer, the printer had not been dropped/kicked/shaken in any way. It was totally out of the blue. I called the number given in the pamphlet and spoke with ********* (the ID number she gave when asked was ******). After describing the issue to her, she said that the extended care plan did not cover my issue and I would need to go through the manufacturer instead. She went on to say that the cashier misrepresented the plan, and the brochure given to me misrepresented the plan insisting that I must go through the manufacturer instead of the care plan. When I asked her why I wouldn't purchase a manufacturers warranty instead (basically asked her what good was a two year plan if they failed to honor over half of that agreement term) she asked if I wanted a supervisor. When I stated yes, she placed me on hold and hung up.

Desired Settlement: Per the agreement ter** when we purchased the extended warranty, I would like the full purchase price of both the product and the two year extended warranty refunded to me ($39.00 for the printer and $4.00 for the warranty) plus all applicable taxes.

Business Response:

February 20, 2014

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

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

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

Case # *******

**. *****,

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 ******* ******* printer on September 5, 2013 with a two year extended warranty with the understanding if something went wrong or if it failed to work, the price of the printer would be reimbursed in full. You state that on February 1, 2014 the printer began shredding paper, would not feed correctly, and made horrific noise. You specifically mention that the problem was “totally out of the blue” with no liquids having been spilled on the printer, the printer having not been dropped, kicked, or shaken in any way. You were advised the extended plan did not cover your issues and you would need to contact the manufacturer for repairs.

The desired resolution listed in your complaint is to receive the full purchase price of both the printer, and the extended warranty plus taxes.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you purchased a printer September 5, 2013 at ******** with an extended two year replacement plan. You contacted N.E.W. on February 1, 2014 to report a problem with your printer. After describing the problems with your printer, you were advised to contact the manufacturer for the necessary repairs.

Each ******* ******* printer comes with a one year manufacturer’s warranty that provides a repair or replacement for a product which is deemed to be malfunctioning, meaning it is not working properly but has sustained no physical damage. The manufacturer’s warranty does not cost an additional amount to the printer itself. It is provided to you by the manufacturer. You purchased the printer on September 5, 2013 which means that your manufacturer’s warranty is in effect until September 4, 2014.

In the terms and conditions of the replacement plan under What Is Covered in the section titled For All Other Service and Replacement plans (which means for plans not including desktop or laptop computers, ******, Video Game Software/CD/DVD, or prepaid phone plans) you will find the following:

The term of this Plan coverage begins immediately following the expiration of the manufacturer’s warranty and remains in effect for a period of two years, unless cancelled or fulfilled pursuant to the provisions herein.

Also under What Is Covered in the section Manufacturer’s Responsibility you will read:

Parts and services covered during the manufacturer’s warranty period are the sole responsibility of the manufacturer.

As you purchased the printer less than a year ago and stated it has sustained no physical damage, it is still eligible for repair or replacement via the manufacturer’s warranty. The toll free number for ******* ******* support is ###-###-####. We value you as a customer and regret that your experience was less than satisfactory, however we are unable to fulfill your request to refund the purchase price for the printer and extended replacement 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,

*** ****

Compliance Coordinator

*****************  

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

3/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a extended warranty that would allow me to return items to the store for warranty /or replacement .now the company has changed names and the service is not what I had bought . so I ask for a "refund "in check form and was sent a Gift card to use at there store . you can imagine my level of ****** of at this point . so I called on 01/21/14 and spoke to a supervisor she said it would be sent out the next day on 01/27/14 I called to check on it because I had not recvied it , and was told that the gift card was sent and that was all they were gona to do so I spoke to a super one more time . I called today and they told me that it was still not done but would be taking care of today . I wonder if it will .

Desired Settlement: refund check as I have stated all along.

Business Response:

February 20, 2014

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

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

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

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 that would allow you to return items to your local store for warranty or replacement. In your complaint you state that you believe the company providing the warranty changed names and changed the program. When you filed a claim you asked to be reimbursed with a check but received a store gift card instead. There was a delay in you receiving the gift card and you had to call numerous times regarding the gift card. The desired resolution listed in your complaint is to receive a reimbursement check for the purchase price you paid for your product.

A review of your service history for the ************ service plan you purchased for your product in February 2012 has been completed. The plan name and terms have not changed since 2011. Our research revealed notes in your service history that you had requested a check instead of a gift card when you were advised a reimbursement would be processed. There are no notes to reflect a check being authorized for your reimbursement.

A gift card was issued on January 27, 2014 for $274.46. On January 30, 2014 a stop payment on the gift card was initiated to provide you with a check. The stop payment failed to process on February 6, 2014 due to the gift card reflecting a zero balance. Investigation with ****** *** was completed on February 12, 2014 and they advised the gift card had been utilized to pay two separate orders and was reflecting a zero balance. Consequently, a check cannot be issued due to the store gift card being utilized in full.

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

3/1/2014 Problems with Product/Service
2/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: When my **** mp3 player failed within the extended warranty period I went to the site to request service. After registering the site denied me service saying the warranty was expired stating it was only for one year from purchase date. The warranty I purchased was one year from the end of the manufacturer's three month labor warranty, it was good for another month or two. I attempted to contact service and was ignored, I sent messages to both ******* and Newcorp and received no reply. They dodged the warranty by ignoring me. It always bothered me so I messaged ******* a number of times recently when I found out about the BBB, it was no easy task and after a lot of emails they escalated my messages to Newcorp, only after I said I was filing a complaint with the BBB. I received a reply from Newcorp stating they never heard from me before this month even though I had the automated emails from them from before. They also confirmed that the warranty was for one year from the manufacturers labor warranty's completion. I sent them the emails from before and they denied service this time by a human stating I only discussed the warranty and not the defect, even though in my message I stated the difficulty of not having a functioning player on a daily basis, the defect. I couldn't discuss the defect further because they refused to reply to my messages in order to ignore me and to dodge service. After saying this they then denied service with another excuse saying the warranty was long expired, it was long expired because they refused to reply to my messages when I sent them during the warranty after their flawed website said my warranty was expired when it was not, as even confirmed by them.

Desired Settlement: As per terms of the warranty agreement purchased that you dodged I require a refund of the purchase price, $89.88

Business Response:

February 21, 2014

**** *******

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

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

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 stated the following:

when your **** MP3 player failed within the extended warranty period you went to the product care website to request service. When you entered your information the site denied you service (your claim was denied). This was due to the 1 year warranty period expiring. You believe that the warranty still had an additional 3 months left. Numerous contacts were made by you to determine why the warranty had expired early. ******* and N.E.W. never responded to your questions. You state in your complaint that you feel like the lack of response was an attempt to get-out of providing service to you.

The desired resolution listed in your complaint is to receive a refund of the purchase price you paid for the **** MP3 player under the plan you purchased for the MP3 player.

A review of your service history for the replacement plan you purchased has been completed. The research revealed a reimbursement for you MP3 player provided to you on February 4, 2014. A representative from ******* Product Care emailed you on February 13, 2014 to verify you had received the reimbursement for you MP3 player. The representative noted receiving your response via email on February 14, 2014 in your service request. The response from you was that the reimbursement was received. 

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 don't just "believe" the warranty had an additional 3 months, it did, was stated in the warranty card I purchased additionally and confirmed by your service representative when they finally replied, it is one year from the end of the manufacturer's labor warranty, that warranty is 3 months therefore the warranty I purchased from you is 1 year and 3 months from purchase date. I do not appreciate your attempt to suggest I was ignorant in your response, I also do not appreciate that you did not reply in the first attempts to discuss this, then only acting in anyway to resolve your error or to provide any respect in service then until after I contacted the BBB. That service is how you should be without the need to have to endure a lengthy time of resistance to then need to file a complaint here. 

Consumer Response:
Hello,
The business sent the compensation desired, I just needed to say something so I rejected the response to say. I consider the complaint resolved and wish to close it, the Complaint ID *******.

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.

2/22/2014 Problems with Product/Service
2/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to see the protection plan description revised with appropriate information and time lengths. I would also like my **** returned as well as the money $89 that I spent on the plan. If my **** is not returned I would like a complete refund $599 for it as well! Not in 20 more days but NOW!

Business Response:

February 10, 2014

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

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

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

Case # *******

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 submitted a damaged ***** **** for repair to N.E.W. The expected turnaround time for the repair to be completed was three days. After more than twenty days had passed you still had not received your repaired ****. You made several attempts to contact N.E.W. to gather information about the status of your repair. In each instance you were provided with information that it would be repaired shortly and returned to you or, that a passcode was required to access your **** so that repairs could take place. You also mention the representatives you spoke with were unprofessional and rude. You provided the passcode only to be informed later that the customer service representative you spoke with did not record the information delaying the repair further.

The desired resolution listed in your complaint is for N.E.W to revise the protection plan description to reflect a more accurate time frame for repair, as well as a refund for the purchase price of the extended protection plan.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you submitted a claim for a damaged ***** **** which was received at N.E.W December 20, 2013. A note from the technician dated December 20, 2013 indicates in addition to the screen being damaged the **** had malfunctioning problems with pages and applications closing on their own. On January 6, 2014 you contacted N.E.W to check on the status of the repair of your **** and were advised as long as parts were not required it would be repaired in three business days and returned to you. You called again on January 11 and 13, 2014 to ask if the repair was complete and requested an e-mail with the tracking number for your device. On January 17, 2014 you contacted N.E.W. and you were advised for the first time a passcode was required.  You provided the passcode stating that you did not feel it should be necessary as the only issue you were aware of was the damage to the screen. On January 21, 2014 the repair was completed and you spoke with a representative who discussed the misinformation you had received as well as the timeframe required to repair your ****. The same representative advised she would assist you with a reimbursement of $69.00 as a customer satisfaction courtesy. On January 27, 2014 the representative you last spoke with confirmed with you that the **** had been received by you and was repaired. She advised you a reimbursement usually takes 5-7 business days. On January 28, 2014 a check request was submitted in the amount of $69.00 for you. The notes advised 4-6 weeks to receive the check, however I was able to confirm it was issued on January 29, 2014. I asked you to call me directly if you had not received it by Friday February 7, 2014.

The length of time required to repair you **** is not typical of N.E.W.’s service. To be treated rudely when checking on the status of a repair is certainly unacceptable. N.E.W. will review the calls and if warranted will use your experience as a coaching opportunity. I will also be certain the director of Compliance of Government and Regulatory affairs is made aware of your experience and the expectations you had upon filing your claim.

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

Regards,

*** ****

Compliance Coordinator

*****************  

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

2/20/2014 Guarantee/Warranty Issues
2/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 2 year warranty for my ******* Monitor on July 29, 2012 with OfficeMax Assurance through ******** *********** ********. I registered the product immediately online. The product fell off my desk and wasn't working so I sent it to ************ aka ******** *********** ********. They sent me an email on November 28, 2013 saying that they had issued a gift card first class mail for the purchase price of $215.00. Since then I have not received the gift card and have called and spoke with customer service at N.E.W. 6 times now. The first 3 times I called I spoke to customer representatives that quickly brushed off my not getting the gift card, verified my address and said call us if it doesn't come within 7-10 business days. After the 10th business day I called and talked to a representative and told him that I had been checking my mail daily and it had not come. The representative continued to ask me what I did with the money and gift card and I responded that I am am honest person who has not received ANYTHING but that I really needed it to come because I am without a computer. After he decided that I was telling the truth he said he would reissue a gift card and verified my address (the only one I have ever had with the company). A week later I get a voicemail with a women from N.E.W. saying that they couldn't send out my gift card until I verified my address (which I had already done each time on the phone). I called back and spoke with a representative, slowly explaining the entire situation and he sounded very confused. He said that I didn't need to verify my address and that it had been sent already again (reissued), I asked for the date it was sent and he said he wasn't sure but that it was sent. I called again yesterday and the representative said that it had already been delivered to me, and when I responded that I had NOTHING and asked to speak with a supervisor, she refused to let me and said anything I needed she could resolve. This situation has been unbelievably stressful and I have to options but to file a report. The representatives have been unhelpful, rude, and a couple even were laughing while they thought I was on hold. I need for the company to issue the gift card and actually mail it.

Desired Settlement: I need the company to issue the refund for my computer monitor for which I purchased a warranty.

Business Response:

February 5, 2014

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

**** ***** *** **. #****

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

Case # *******

**. ***********,

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 ******* computer monitor with a two year extended warranty from OfficeMax. The monitor was damaged and you sent it to N.E.W.  You received an e-mail from N.E.W. November 28, 2013 advising you would receive a gift card equal to the purchase price you paid for the monitor. When you did not receive the gift card in a reasonable amount of time you contacted N. E.W. multiple times to request the gift card again. Several N.E.W. customer service representatives advised you we needed to confirm your mailing address even though you had already done so previously. 

The desired resolution listed in your complaint is to receive the reimbursement for your computer monitor.

A review of your service history for the replacement plan you purchased has been completed. The research revealed a buyout of your computer monitor was approved however the gift card was sent to an incorrect address. This is why N.E.W. wished to confirm your mailing address. A second reimbursement gift card was approved and then issued on January 29, 2014. I confirmed the address as **** ***** *** ** #**** ***** ******** ** *****. I left you a message advising you should receive the gift card via United Sates Postal Service within 5-7 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,

*** ****

Compliance Coordinator

*****************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

2/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I'm reaching out to the BBB today because I'm in desperate need of help. I've been trying to get my son's game console repaired for over 3 months now. The unit has been sent for repair to them on at least 3-4 occasions and they return it to us in the same state that we initially sent it to them. I've spoken to several supervisors who claim to have limitations to what they can or can't do, they advise me they have to escalate the matter. I've only asked to have someone verify with the company that does the repair to explain: what the diagnosis was, how it was resolved, and if parts needed to be ordered, what parts were they? No one knows a thing. I keep getting passed around, no one ever follows up. I've been more than patient & professional with these people. This is not how you conduct business as far as I'm concerned! Product_Or_Service: 07/10/2012 Order_Number: *******-****** Account_Number: ********

Desired Settlement: DesiredSettlementID: Replacement Unit either repaired in home at no cost and or a replaced unit.

Business Response:

January 23, 2014

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

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

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

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 attempted to get your son’s game console repaired for more than three months. The unit has been sent in for repair at least 4 times. You asked an explanation of the diagnosis of the game console, how the problem was repaired and if parts were needed, as of the date you filed this complaint you have not received this information.        

The desired resolution listed in your complaint is to have your son’s game console repaired in your home or to receive a replacement unit.

A review of your service history for the service plan you purchased has been completed. The research revealed that five different service requests have been opened for your son’s **** *** since September 2013. Your son’s *** was only received for diagnosis and repair by N.E.W. three of the five times a service request was opened.

·         The first service request was opened on September 6, 2013 and the problem description you provided was that the *** would not play games or display options. The technician found no video and preformed a video reset on the ***. 

·         The second service request was opened on September 16, 2013 and the same problem description with the *** not playing games or displaying options was noted. The technician found no trouble with the ***.

·         The third and fourth service requests were opened on October 28, 2013 and December 9, 2013. Your son’s *** was never received for diagnosis or repair under these two service requests. The third service request was opened for the DVD tray not opening and the fourth contains no data regarding the problem you were experiencing.

·         The fifth service request was opened on December 23, 2013 and the problem description you provided was that the *** would not work. The technician found no trouble with the ***.

The service plan you purchased for your son’s *** does not provide in home service for video game systems. Additionally, the terms of the service plan that would provide you with a replacement unit have not been met and are listed below for your understanding.

No Lemon Policy: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product. Replacement products may be new or rebuilt to meet the manufacturer’s specifications of the original product at our discretion. Technological advances may result in a replacement product with a lower selling price than the original product.  The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warranty. Preventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy. The No Lemon Policy does not apply to Video Game Software/CD/DVD Plans.

 

Your son’s *** has been returned to you along with a troubleshooting guide. One of the representatives I spoke with in researching your concerns advised that if the *** was switched to a different television or the AV1 cord to the television was changed, the video would need to be reset or the *** would not play games or display options.

The following information was included when your son’s *** was returned to you. I hope this information helps to make your son’s *** work properly.

*** Trouble-shooting Tips:

Video issue

-          Hold down the power button, (the unit will beep once, and then beep twice). 

-          Remove finger from power button and video will reset

*If this doesn’t work the first time, attempt these sequential steps once more.

Video issue when using a switch box

-          Unplug the video cable from the switch box and plug directly in to the T.V. (problem may be in the switch box).

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:
 The details of the supposed repairs were NEVER included with the returned game console, EVER. The console was returned to us in the exact condition in which we sent it. I've made MANY attempts to get any information related to  the repair, and no one from this company knows anything. The game console is connected to the same TV nothing has changed we are not switching to other TV's, the problem is with the game console equipment not the TV.  I will say the game seems to be working fine now. I believe it is only because I've filed this complaint with the BBB that we are receiving results (details and findings), how come no one mentioned any of this to me prior? If there is an opportunity to pull calls I've made into the company, please review them. You'll agree this is not how business is conducted. This whole ordeal has been frustrating and time consuming and I feel my son deserves a gift certificate for a free game or something similar. It certainly should not take multiple attempts to resolve a repair issue, there should be something in the system that gets alerted when the same customer or same piece of equipment keeps getting returned and at that point it gets escalated for a 2nd look with someone more skilled perhaps. I want to add that I was promised call backs that I never received, that's why I had names, dates and ID numbers of people that I interacted with after waiting days/weeks to receive a call back I figured it would be a good idea to start keeping record.  We are not happy with the service we received PERIOD! And we are afraid that if the unit ever stops working again, we have to go thru this company once again. It'll then take another 4 months for results. 

Regards,

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








Business Response: February 6, 2013
Dear **. ****,

I am writing in response to your rebuttal on January 23, 2014 to N.E.W. ’s original reply to your Better Business Bureau complaint.

In your original complaint filed against N.E.W., you had attempted to have your son’s game console repaired multiple times for more than three months. You feel that you have been given no explanation of the diagnosis of the game console, how the problem was repaired and if parts were needed was ever provided to you.

Our original response to you outlined the three times your son’s *** game console diagnosed, the first time a video reset was completed and the two additional times no trouble was found with your son’s *** game console. No parts were needed for your son’s *** game console. We advised that your son’s *** game console was not eligible to be repaired in your home or replaced under the terms of the service plan you purchased for it.

Your rebuttal indicates you never received an explanation of the diagnosis of the game console, how the problem was repaired and if parts were needed prior to my providing it. You stated that the *** game console is working correctly now. Additionally, you asked that any call recording of your interactions with N.E. W. be reviewed due to you stating you received poor customer service. In your rebuttal you indicate your son should be compensated for time without his *** game console and your frustration.

N.E. W. was contacted by you to diagnose and repair your son’s *** game console on three separate occasions. We would not have had your son’s *** game system in for repair without you requesting a repair.

Unfortunately, N.E. W. cannot repair problems that cannot be duplicated when a game console is sent in for repair. A problem has to be identified before it can be repaired. Your son’s *** game console was received three times by N.E. W. and on two of those occasions no trouble was found with the *** game console. I am confident that our technicians attempted numerous times to duplicate the proble** you indicated having with your son’s *** game console. I am also confident that the testing our technicians complete for failures is comprehensive enough to uncover any problems that exist.

No compensation will be forth coming to you for N.E.W. having your son’s *** game console for repair; the repairs were at your request. This type of compensation is not provided for under the terms of the service plan you purchased for your son’s *** game console.

Specific language relating to your request for compensation is listed below for your understanding.

WHAT IS NOT COVERED:    (8)    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 TIME AND EFFORT;

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. For the purpose of training and to ensure quality customer service N.E.W. records a percentage of customer calls. Any feedback from our customers 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,

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

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 | Read Complaint Details
X

Additional Notes

Complaint: I was originally told (12-29-13) by ******* from NEW that once the replacement phone was in the *** store that a new phone would be mailed out in 24 -48 hours. Then a day later, ***** from NEW said that it would be an additional 24 hours to inspect the phone I returned and then another 3-4 days to receive the phone. So I then spoke with a supervisor by the name of *****, who was rude and unprofessional. ***** said that it would take 48 hours after they received the phone to inspect and another possible 3 days to ship the new phone after that. I asked to speak to her supervisor and was told I couldn't. That it would take 1-2 days for someone to get back to me. ******* from NEW has called me and told me that she was the supervisors supervisor. ******* has told me something totally different than the other three reps from NEW. ******* said that after they receive the phone which takes 3 days, NEW will take an additional 72 hours to review the phone. If they have a replacement phone they will send that phone in 48 hours. If they do not have a replacement phone they will reimburse me my money for the phone and tax but not for their plan. I asked her if she meant to say that and she said she did. This company is a complete scam. I am contacting ******* directly about this also.

Desired Settlement: For NEW to do what they said what they would do - to get me my replacement phone in 24-48 hours. And to have a corporate policy on exactly how long it takes to get a replacement phone so this doesn't happen to other customers. And to refund my money for their useless policy.

Business Response:

January 21, 2014

***** * *****

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

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

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 mobile phone from ******* and initiated a claim for your mobile phone under a service plan administered by N.E.W. When you initiated the claim you were advised that your mobile phone had to be traceable to N.E.W., under the *** label you received to send it in under. Then a new replacement phone would be mailed to you in 24 to 48 hours. Four different representatives you spoke with provided varying time frames for you to receive a replacement after your mobile phone was received and inspected. The last supervisor advised you that you could be reimbursed instead of receiving a replacement if a replacement was not in stock. 

The desired resolution listed in your complaint is to receive a replacement phone in the 24 to 48 time frame you were first quoted when you initiated your claim.

A review of your service history for the service plan you purchased has been completed. The research revealed a claim for your mobile device being opened on December 29, 2013. Your mobile phone was received by our service center on January 3, 2014. On January 6, 2014 N.E.W. was notified that your mobile device had been received and inspected. An E Gift Card was processed for you on January 6th and that is when the 24 to 48 hour time frame to receive it started. You receiving the E Gift Card on January 8, 2014 was within the 24 to 48 hour time frame to receive an E Gift Card once your mobile device was received and inspected.

A representative with ******* Product Care spoke with you on January 8, 2014 and you verified receiving your gift card. Please accept our apology that you were erroneously provided with an incorrect time frame for your claim to be complete when you initiated the claim for your mobile device.

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:  I just received a ******* email gift card that I haven't even tried using yet.  I don't know if it even works.  For all I know the company sent a bad card just like they sold a bad phone insurance policy.

So once I get my money back for the completely useless phone insurance policy from them $99, I see that the email ******* gift card thing they sent works, and the company agrees to change their policy regarding selling useless phone policies - i.e. - where they send you a new phone in a timely money instead of not sending anything for weeks at a time, then I will release this claim.

This company is a sham.  They sell a lie.  They will not pay claims, or if they do  it is not in a timely manner or even in a way that was agreed upon.  I never once was told or read where they could take 2-3 weeks to send an email that contained a ******* gift card.  

I paid for a policy that would send a new phone in 48 hours.  That's what I was told at ******** when I bought the policy and that's what I was told on the phone from NEW when I initially made the claim.




Regards,

***** *****

Business Response:

January 30, 2014

***** * *****

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

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

Complaint ID#*******  

Dear **. *****,

I am writing in response to your rebuttal on January 23, 2014 to N.E.W.’s original reply to your Better Business Bureau complaint.

In your original complaint filed against N.E.W. you purchased a mobile phone from ******* and initiated a claim for your mobile phone under a service plan administered by N.E.W. You were provided incorrect information when you first opened your claim. A representative advised you a new replacement phone would be mailed to you in 24 to 48 hours. Additional representatives you spoke with provided varying time frames for you to receive a replacement after your mobile phone was received and inspected.

The representative with ******* Product Care that spoke you spoke with on January 8, 2014 apologized for any inconvenience you may have been caused. I also apologized for the first representative you spoke with providing erroneous information regarding the time frame for you to receive a replacement for your mobile device when you initiated your claim.

The process to complete your claim was timely as outlined below and in our original response: 

A claim for your mobile device was opened on December 29, 2013. Your mobile phone was received by our service center on January 3, 2014. On January 6, 2014 N.E.W. was notified that your mobile device had been received and inspected. An E Gift Card was processed for you on January 6th and the 24 to 48 hour time frame for you to receive it started. You receiving the E Gift Card on January 8, 2014 was within the 24 to 48 hour time frame to receive an E Gift Card once your mobile device was received and inspected.

Your rebuttal indicates that you want to be reimbursed for the replacement plan you purchased for your mobile phone and to make sure the electronic gift card you were emailed works prior to closing this complaint filed against N.E.W. Additionally, your rebuttal speaks to you not receiving your gift card to complete your claim for 2 to 3 weeks.

In regards to your request to be refunded the cost for the service plan you purchased for your mobile device, the reimbursement you received via electronic gift card was provided under the terms of the replacement plan you purchased for your mobile device. The cost of the service plan cannot be refunded to you due to the plan being utilized. N.E.W. fulfilled their obligation to you under the plan.

Specific language in the terms and conditions of the service plan you purchased for your mobile device are listed below for your understanding of why the cost of the service plan is not being refunded to you.

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, 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 more than three (3) times, we shall have satisfied all obligations owed under this Plan and the Plan shall terminate.

In response to you not receiving the gift card for your mobile device for 2 to 3 weeks, our previous response indicated that your gift card was received 7 business days after you opened your claim. This 7 day time frame included a one day delay for the New Year holiday.

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

2/7/2014 Guarantee/Warranty Issues
2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a work out machine (brand: *******) through ****** ********* in September 2013. I also purchased the extended warranty. The people at ****** ********* told me that if any problems were to happen the machine would be fixed or replaced. I had the machine for less that 2 months before my sister was almost very hurt when it fell apart during use. I called the warranty number and to make a long story short, 2 months later and 2 visits later I am informed that the machine will NOT be replaced (although we are being reimbursed for the machine). We were told that it would be replaced in the event it can not be fixed. I called this company NEW whom I was directed to and said would have the final say in this matter and they are not replacing the machine and are not assisting in the removal of the machine from my home. I will be honest they were not rude but they were far from helpful and and did not realize that we were sorely mis-informed. I am now stuck with a heavy machine that I will most likely have to pay more to have disposed of and they could not be bothered to hold up their end of the deal. The supervisor ******'s exact words were "it would cost more to fix than to reimburse and is not economically beneficial to the company". Ok I understand that, but the issue at hand is that I was told it would be replaced and he would not help me further in this matter.

Desired Settlement: I have never done anything like this before but it has truly annoyed me and wasted my time and nearly got my sister extremely hurt. I was told one thing by one party and it was not delivered and this is just not the way to handle client service. I would like an apology and for them to not let this happen to future clients.

Business Response:

January 24, 2014

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

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

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

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 in September 2013 you purchased an elliptical machine with an extended warranty from ****** *********. The sales associates at ****** ********* advised you if there were any problems with your equipment it would be either repaired or replaced. Within two months of the purchase date your equipment failed and you contacted N.E.W to submit a claim. Both a customer service representative and a supervisor from N.E.W. stated to you that the equipment would not be repaired or replaced, but rather you would be reimbursed the purchase price plus the sales tax. The N.E.W. representatives you spoke with did nothing to address the fact that you had been misinformed at the time of purchase about the possible resolution of a claim. You also mention that you now have a large piece of workout equipment that you are responsible for disposing.

The desired resolution listed in your complaint is to receive an apology and assurances that your experience will not happen to others.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you purchased workout equipment from ****** ********* on September 2, 2013. The research also confirmed your contacts with N.E.W. When you called to file a claim for your workout equipment, both a customer service representative and a supervisor advised N.E.W. would issue a reimbursement for the purchase price plus sales tax. You were advised no repair or replacement would occur.

I called and spoke with you on January 21, 2014 regarding your experience. You stated you had spoken again with a N.E.W. representative who took the time to explain the terms and conditions that included a provision for reimbursement. You advised this representative was very helpful and that you had received the reimbursement check from N.E.W. As you had mentioned having to dispose of a large piece of workout equipment, and as a gesture of goodwill, I offered to send you a check in the amount of $45.00 which you could use towards the disposal of the equipment. You accepted this offer and stated you felt much better about the situation.

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

Regards,

*** ****, Compliance Coordinator

Government and Regulatory Affairs

*****************  

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a portable DVD player from ******* and purchased the product care plan. Within the time period the product was covered, I filed a claim which was approved. I received an email stating that upon receipt of the item being scanned with ups, I would be refunded within 24-48 hours via e-gift card which would be sent to my email. The product was scanned via UPS on November 13th. To date I still do not have the refund. On Dec 30th, I spoke to a rep and he assured me I would have this within 24-48 hours via email...I still did not receive. So I called back again and now have been told there was an error and it would take 7 - 10 days and it would arrive via mail. I have waited long enough.

Desired Settlement: I am requesting the proper refund be sent as promised....via email with the egift card immediately. I also have another product I purchased a protection plan on that is being returned tomorrow morning and I would expect that refund be properly done the same way....24-48 hours from time ups scans package. These are plans being paid for and it is unfair for anyone to have to go through hoops to have company honor AS ADVERTISED!.

Business Response:

January 24, 2014

******* ***

PO Box 564

Camp Hill, PA 17001

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 N.E.W. for a portable DVD player you purchased at *******.  The claim was approved and you were advised upon receipt of the DVD player you would receive a reimbursement via e-gift card which would be sent to your e-mail address.  You mention that you spoke to N.E.W. representatives on two occasions after your portable DVD player was scanned by UPS on November 13, 2013. The first on December 30, 2013 when you were advised you would receive the refund within 24-48 hours. After 48 hours had past you called and a representative advised an error had occurred and that you would receive the refund via US Postal Service within 7-10 days.

The desired resolution listed in your complaint is to receive the proper refund amount via e-gift card sent to your e-mail address.

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 October 5, 2013 to file a claim for your portable DVD player. A shipping label was e-mailed to you for you to use to send the DVD player to N.E.W. The DVD player was received November 14, 2013 and a request to submit a refund was created.  Our review indicates you called N.E.W December 30, 2013 to inquire on the status of your refund. You were advised due to a system error the request was not completed. On January 7, 2013 an escalation to resubmit the refund request was submitted and approved. On January 8, 2013 an e-gift card in the amount of $51.94 was sent to your e-mail address ******************. I attempted to contact you on three occasions to ask if you received the e-mail. I used the phone number ###-###-#### which is the number listed in your BBB complaint and registered with N.E.W. I left voicemail messages each time and to date have not received a reply. As we show the refund has been completed and sent to the e-mail address you provided, we feel the desired resolution listed in your complaint has been met.

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

Regards,

*** ****

Compliance Coordinator

Government and Regulatory Affairs

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

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

2/5/2014 Guarantee/Warranty Issues
2/2/2014 Problems with Product/Service
2/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want a repaired **** tablet and to keep the remainder balance of my 2 years warrant,or all my money that I payed for the tablet plus the balance left of my $49.95 protect plan fee.

Business Response:

January 22, 2013

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

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

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

Better Business Bureau case # *******

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 *** on May 1, 2013 with a two year replacement plan. In October 2013 the tablet was damaged and you filed a claim with N.E.W.  You were informed that we would reimburse you the purchase price plus the sales tax you paid for the tablet which you could use to purchase a new tablet. You asked what would happen to the remainder of your replacement plan. You were advised by a supervisor that the replacement plan would be fulfilled once the purchase price of the tablet had been refunded to you.

The desired resolution listed in your complaint is to have a repaired tablet and keep the remaining balance of your replacement plan, or all of the money you paid for the tablet plus the remaining balance of the replacement plan.

A review of your service history for the replacement plan you purchased has been completed. The research revealed you purchased a **** tablet through *** on March 1, 2013 with a 24 month replacement plan. You contacted N.E.W. on October 10, 2013 to file a claim for your damaged tablet. We informed you we would send you a check for the amount you paid for the tablet plus sales tax for a total of $171.15. You were also advised an envelope would be sent to you to return the damaged tablet. The notes from the customer interaction history indicate you were advised on October 10, 2013 that once a reimbursement had been issued to you the replacement plan is no longer in effect. You called back on October 11, 12, and 28 2013 to inquire why you were only offered a one-time buyout through the replacement plan. You refused offers to send you copies of the terms and conditions of the replacement plan.

In the terms and conditions of your replacement plan you will find the following:

              What is Covered: We shall replace the Product with one with similar features or reimburse You for replacement of the Product, at Our discretion, when required due to a Breakdown, including those experienced during normal wear and tear, which is not concurrently covered under any other warranty or service contract. You will be responsible for delivery or cost of delivery of the Product to the service center for replacement.  Upon replacement, there is no longer any obligation by Us to perform service for that Product.

This means that the replacement plan is in effect for two years from the date of purchase or until N.E.W. replaces or reimburses you the purchase price plus sales tax for the tablet,  not both.

I attempted to contact you January 17, 2014 so that I could explain the terms and conditions of the replacement plan to you. I was unable to speak with you but left a voicemail message for you to call me directly at your convenience.

 

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

Regards,

*** ****

Compliance Coordinator

Government and Regulatory Affairs

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

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

2/2/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like a replacement blu-ray player, reimbursement for the cost of the blu-ray player, or reimbursement for the cost of the warranty.

Business Response: January 22, 2014

On behalf of N.E. W., please accept this letter in response to your inquiry filed with the 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 Blu-Ray player from ******** with an extended warranty plan. The Blu-Ray player was broken and you contacted N.E.W for repair. You were advised a shipping label would be sent to you so that you could send the Blu-Ray player to be repaired. After waiting several days and having not received the shipping label you contacted N.E.W and made a second request for a label. Again you did not receive a shipping label and made two additional attempts to have a label sent to you without success.

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

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

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

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

1/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We bought our TV at ******** at **** *** * **** in *******, AZ with the warranty plan on April 12, 2012 it is a model # ******* Serial # **************. In November 2013 the sound went out on the TV so we filed a claim to get it repaired, after days of no response we tried contacting the store and they just referred us back to the same number to file a claim and finally had something done. We were referred to custom sound and video to come look at the TV, he never came to our house to diagnose he just immediate said it was the whole board that was bad. After 2 weeks, we called for a status, supposedly the wrong part was shipped. Called back a week later, supposedly they shipped the wrong part again. So we e-mailed the warranty company and they changed us out to a different repair shop. Which is dated as December 3rd when that was filed, it is now December 23rd and STILL no shipment for the part. Although this new company did come out to diagnose the TV they said all it is, is the sound board. We are fed up with nobody doing ANYTHING. ********'s claim that 149 million people enjoy their products worry free is a load of crap. This has been nothing but a headache, we have had NO TV for MONTHS and NO ACTION.

Desired Settlement: Firstly, I believe "custom sound and video" should be removed from their warranty repair shops. He is rude, lazy and a liar. The actual outcome we would like is a WORKING TV. If nobody can fix it, then PLEASE let us take it back to the store and upgrade for this inconvenience.

Business Response:

January 8, 2014

*******  *. *****

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

*******, AZ *****

Comaplint ID# *******

*** ******

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 on April 12, 2012 at a ******* in *******, AZ with a warranty plan. In November 2013 the sound went out on the television and you filed a claim to have it repaired. You were referred to Custom Sound & Video to come and look at the television however no one actually came to your home. You were advised the “whole board” was bad. After two weeks you called Custom Sound & Video for a status update and were informed the wrong part had been shipped. You followed up a week later and were advised again the wrong part had been sent. You sent an e-mail to N.E.W. requesting an update and were informed a different service provider had been selected to repair your television. On December 23, 2013 you indicate the part required to repair your television had still not arrived, but that a new service provider had come to your home to diagnose the problem and confirmed it was the sound board.

The desired resolution listed in your complaint is to have a working television. If the television was deemed unrepairable you requested to take the television back to ******* and receive an upgrade for your inconvenience.

A review of your service history for the service plan you purchased has been completed. The research revealed you contacted N.E.W. on November 12, 2013 to report the problem. N.E.W. opened a service request and attempted to troubleshoot the problem over the phone. You advised the picture on your television was ok but that there were some “popping” noises and then no sound. You declined to perform additional procedures required for a thorough troubleshoot of your television. Based on the information gathered at that time, a part thought to be required to repair your television was ordered. The part was received on November 22, 2013, however only a digital board arrived and an analog board was required as well and an order for the analog board was made.  The request was expedited as the original order had been incomplete.

The service technician advised N.E.W. that when he contacted you to inform you of the additional part required and the delay resulting from it, you became irate and used inappropriate language. The technician advised N.E.W. that once the additional part was available and he contacted you again, if the same inappropriate language continued the service provider would return the part required to repair your television and a new service provider would have to be selected.

On December 3, 2013 you contacted N.E.W. for a status update on your service request. N.E.W. contacted the service center and was advised they no longer wanted to perform the repair on your television. They stated you continually used inappropriate language and you would not allow them to speak, you threatened them, and they were concerned about entering your home.

On December 3, 2013 N.E.W. assigned a different service provider for your service request and on December 5, 2013 a technician from the new service provider, SY Electronics came to your home and diagnosed the problem with your television. The service center was still waiting for your parts to arrive on December 17, 2013. An inquiry into the status of the shipment revealed UPS would not deliver the parts the service center until the shipper contacted them. When they were notified, N.E.W. immediately contacted ******** via e-mail and requested any assistance they could provide delivering the parts to repair your television.

On December 23 you contacted N.E.W. again as a follow up and N.E.W. determined the parts had been lost in transit. The representative you spoke with at N.E.W. on December 23rd added notes to your service request that you became verbally abusive, insulted him, and that you would not allow him to provide you with information regarding your service request as you would not allow him to speak.

The parts required to repair your television were reordered and delivered the following day December 24, 2013.  Upon the parts arrival December 24, an appointment was made to come to your home on December 26, 2013 to repair your television. On December 26, 2013 the repair to your television was completed. 

On December 30, 2013 I contacted you to discuss your experience with N.E.W and to confirm the repair to your television had been completed to your satisfaction. You indicated it had been, however you were still frustrated that you were without the use of your television for an extended period and that you had filed a complaint with the Attorney General in your state. I listened to your comments and when I tried to address them you stated you did not wish to speak with me and ended the conversation by saying goodbye and disconnecting the line.

As the repairs for your television were completed, the desired resolution listed in your complaint has been provided, and your service request has been honored in full.

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

Regards,

*** ****

Compliance Coordinator

*****************   

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

1/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Parents bought us a tv as a wedding gift and we've only had it for three months and one day when i( ***** ) was home, the tv just fell forward for no reason. We called ******* about it being a defected product with the stand not being able to support the 39" TV and they said they could do nothing. We've upset because it's their fault that they have a stand one a $500 tv that isn't sturdy enough and don't wanna spend $500 on a new tv because it wasn't our fault. There's a one year warranty on all their products but they won't help us

Desired Settlement: We would like the tv replaced or fix at no cost to us because of their defected product

Business Response: Hi *****,

Happy New Year!

This customer is having a concern with the manufacturer, *******. The television is less than a year old and still under the manufacturer's warranty not N.E.W.'s plan.

Please let me know if you have any questions.

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

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 | Read Complaint Details
X

Additional Notes

Complaint: On December 11,2013 I contacted Product Assist to file a claim for my ******* Tab 2 because of a cracked screen. I spoke with a young lady and she told me that I was indeed covered by the product protection plan and that I should receive a gift card via mail to replace my tablet for the $179 plus taxes, Claim # ********. I later received this e-mail: "We have received all required information to process payment for your claim. Your reimbursement will be issued in as little as 24 to 48 hours in the amount of your original purchase price, including any taxes paid at the time of purchase, if applicable per the ter** and conditions of your plan. The reimbursement funds may be used to purchase a replacement product. We hope the experience with our clai** process has exceeded your expectations. Thank you for giving us the opportunity to serve you. ******* Product Care and Replacement Plans Administrator To opt out from future email communications from us, please reply stating OPT OUT . **** Notification No: ******* ****"" I called on today to check the status since it's been over seven days and I was informed that my request had been cancelled but they were unable to provide any type of details as to why. I was passed around to several different departments and was on hold close to one hour before a young lady told me I was not eligible and resolution was not provided

Business Response:

January 2, 2014

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

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

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

BBB case # *******

**. ******,

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. to file a claim for your ******* Tablet2 which had a damaged screen. You were advised that the claim had been approved and you would receive a gift card for the purchase amount plus taxes that you could use to purchase a replacement tablet. After a week passed and you had not received a gift card you contacted N.E.W. to follow up on the status of the reimbursement. You were advised it had been canceled. When you requested an explanation you were transferred to several different representatives and endured lengthy hold times. The last person you spoke to after almost one hour on the phone advised you that you were not eligible for a reimbursement. The desired resolution listed in your complaint is to receive a cash refund.

A review of your service history for the replacement plan you purchased has been completed. The research revealed the claim you filed was approved and a reimbursement would be issued to you. Notes added later indicated the reimbursement had been canceled but no explanation was provided.  There was no indication other than the notes that the reimbursement had actually been canceled, so I attempted to contact you on December 26th and 27th, to ask if you had received a reimbursement. I was unable to speak with you and left voicemail messages requesting a call back at your convenience. On Monday December 30th I spoke with you and you did confirm you had received a reimbursement for the correct amount. I apologized for the confusion and frustration you felt after extended hold times on the phone and being provided with conflicting information.

I went on to ask you if at this time you felt the claim had been resolved to your satisfaction. You indicated that the claim had been resolved satisfactorily. When I asked if you felt any additional action was required on the part of N.E.W. for this claim you stated that no further action was needed. We concluded the call with me providing you my direct phone number and a request for you to call if any additional concerns arise.

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

Regards,

*** ****

Compliance Coordinator

*****************      

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

Asurion I 648 Grassmere Park, Nashville, TN 37211

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

1/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an **** back in Jan of this year. The ****** employee sold us a 2 year replacement plan for our device that told us it would cover basically anything that would happen to it. I looked at the information given and decided it would be a smart purchase. We now have a problem with the the **** charging and not syncing with the pc. This company now tells me I do not have the proper replacement coverage for this to be fixed as it is damage to the ****. The cover of the replacement plan states "there are no hidden fees, hassles, or shipping costs. Your plan begins on the date of purchase", "****** protection plans cover failures that the manufacturer does not.", a few lines down, "Failures or breakdowns caused by normal wear and tear." This alone is enough to sell the customer on the plan. All of the "hidden" terms are neatly folded and glued inside for you to read upon getting home. Now we need the service, they are stating that the plug arae is "damaged from misuse". This product is designed to be charged and linked to a pc on a regular basis, therefore the charging/pc port would be an area that is used regularly. you could look at the product to see it has not been mis-used. I have talked to Two service reps that then passed me to a supervisor of which both stated that it was damaged due to neglect, and was not covered under this plan, that I needed a different plan for laptops and handheld pcs. In their terms and conditions it states "What is covered" next line "For electronics and computers/portable computing device" (**** right?) "this plan covers parts and labor to repair your product in the event your product experiences a breakdown which is not currently covered under any other warranty or service contract...." further down states "this plan includes the following enhanced coverage.....Unintentional or accidental damage from handling as a result of normal use("adh") for portable computing devises beginning from your date of purchase." "terms of coverage...For replacement plans: The term and coverage of this plan commences on the date of product purchase and continues for a period of 2 years, as indicated on your sales receipt..." further down it states the same for the portable computing service plan all in the same package. on the back of the package it has select a plan depending on price of which is $17. pretty good price for coverage if you have an issue right? or is this a way to make $17 more to then tell the consumer it is not covered? I was also told that line one under "what is not covered" eliminated my product immediately. it states "incidental, consequential, or secondary damages, including, but not limited to any delay in rendering service under this plan or loss of use during the period that the product is at a repair center or otherwise awaiting parts." Not my idea of excluding my product for the repair, especially when it plainly states coverage for normal wear and tear which plugging something in to charge would be.

Desired Settlement: I would have settled for them to repair before this hassle, but i would like my product replaced asap as this is false advertising for a product to be covered

Business Response: January 2, 2014

Dear **. ******,

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

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

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

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

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

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

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

1/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a product care plan on a ***** ****** cellular telephone and filed a complaint via the customer service center. My complaint number is ********. They told me that a mailing label would be sent and as swoon as they recieved confirmation from UPS that they item had shipped they would send me a ******* e-gift card. They sent me a mailing label and there was a letter inside saying it ha dbeen selected for review and and to send it in. I sent it in and about a week went by and I had heard nothing. I finally got online and was chatting with a customer service representative and they told me it was denied because it was a ***** ****** phone and that I needed to call her supervisor. Well I called and the person I spoke with said there had been a mistake and said they could start a new claim and I said, "but you already have the phone". He then placed me on hold and when he came back he told me he was transfering me to his supervisor. I got a voicemail saying to leave a message and that I would recieve a phone call no later than 5 business days from the date of the message. It has now been about two weeks and still, nothing. They said it was not a ***** phone, which it was, they did not send me my item back, and they refuse to let me talk to someone who can give me answers. I need this resolved

Desired Settlement: I would like a refund of the faulty item for which I had the product care plan.

Business Response: January 2, 2014

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 care plan for your ***** ****** phone and filed a claim #********. You were advised that a mailing label would be sent to you for sending your ***** ****** phone in to N.E. W. and once the ****** phone was traceable at UPS a ******* e-gift card would be sent to you. The ****** phone was received by N.E. W. who advised you that the ****** phone that was received from you was not a ***** ****** phone. The ****** phone has not been returned to you and your questions have not been answered.

The desired resolution listed in your complaint is to receive a refund for your ****** phone you purchased the product care plan for.

A review of your service history for the replacement plan you purchased has been completed. The research revealed that your ****** phone was received by N.E. W. and inspected. The ****** phone was photographed and reflects clear signs of tampering to the electronic serial number (ESN). There was no receipt included in the package with the ****** phone and the receipt information provided over the phone was not valid. Attempts have been made to contact you for a copy of a valid receipt or to ship the ****** phone back to you.

Since you have failed to return the correct device to us for reimbursement, we are unable to assist you any further.

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 ###-###-####.

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

1/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a chair for my father for Christmas on Dec. 2nd. I realized after I placed the order that I inverted two of the house numbers. I called but was told that I would have to cancel the order, get a refund, and reorder (which I did on the phone with customer service. I have called, emailed and checked repeatedly. I have been charged for 2 chairs and have received nothing. Customer service has lied to me about this each and every time I have called. As of last night, I could still not get a tracking number on the second chair I have ordered.

Desired Settlement: I want the orginial $199.63 refunded immediately as well as the shipping on the second. I really do not think that is 2 much to ask for consdiering the aggravation I have gone through.

Business Response:

Hi ***** and Happy Holidays!
 
**. *********’s complaint indicates she has not received a chair she ordered.  Can you have her complaint redirected and filed against the company she purchased her chair from?
 
Please let me know if you have any questions.
 
Regards,
 
 
******* ******, Senior Compliance Coordinator
**************************      
Asurion I 648 Grassmere Park, Nashville, TN 37211

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

1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent lap top in 5 times keep getting it back with same issue . spent much time without laptop due to their poor service and repair still same issue same issue over and over again they said they would repair it it works for short period and then does exact same thing screen goes blank now it just shuts down in the middle of doing important work. Talked with them and same answers same results very poor service. Will never purchase this insurance again it has been a waste of money. spend a long time without your high cost unit , because they have it trying to fix it and cant. Very frustrated and tired of this ******* doesnt back it either with their insurance company. Im contacting ******* again and letting them know of this poor service, but they are so big and have put so many small business owners out they are now almost a consumers only choice and they just allow this to happen

Desired Settlement: refund or replace new!!!!

Business Response: December 26, 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 have sent your laptop to N.E. W. for repairs multiple times with no lasting resolution to the issue it is having. This has caused you to be without your laptop for a long time. The desired resolution listed in your complaint is to receive a new replacement or a refund.

A review of your service history for the replacement plan you purchased has been completed. The research revealed your laptop being received by N.E.W. on December 17, 2013. The laptop is being diagnosed for replacement or reimbursement under the “No Lemon” guideline of the terms of coverage for your service plan.

The “No Lemon” guideline provides for replacement or reimbursement of the purchase price you paid for your laptop. This is a determination that is made after your laptop has been repaired 3 times for the same failure and needs a fourth repair for the same failure as determined by N.E. W.

We spoke on December 18, 2013 and I apologized for any inconvenience you may have been caused. The decision regarding your laptop will be made by close of business Friday, December 20, 2013.

We spoke on December 20, 2013 and I advise you that a decision was made to reimburse you for the purchase price you paid for your laptop plus taxes under the “No Lemon” guideline of the terms of coverage for your service plan. The check should be received in 3 to 5 business days. When asked you had no additional concerns or unanswered 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 ###-###-####.

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

1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Complaint taken over telephone by BBB staff (**)
Consumer purchased a ******* GPS unit from a Florida ******* on 6-13-12 for $300. The unit was defective. The GPS was returned to consumer after repair and still did not work. Consumer has called the company several times and no return call.

Desired Settlement: Send mailing label for return and complete refund.

Business Response:

December 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 ****** GPS from ******* on June 13, 2012. The GPA was defective and when you sent it in to N.E.W. for repair it was returned to you and still did not work properly.

The desired resolution listed in your complaint is to receive a box and label to send the GPS back in and to receive a refund for it. You do not want the GPS repaired.

A review of your service history for the service plan you purchased has been completed. The research revealed a claim initiated on November 1, 2013 for your GPS not mapping correctly. The GPS was diagnosed, reset to factory settings and past all testing for functionality. The GPS was returned to you on December 2, 2013. Calls were made to N.E.W. by you after your GPS was returned to you. The notes entered indicate that you advised the representative that you did not want the GPS repaired; you wanted to be refunded for it.  

The 2 year service plan you purchased for your GPS provides coverage for parts and labor to repair your GPS in the event it experiences a breakdown. If we determine we cannot repair your GPS we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the original purchase price of that product, including taxes, as indicated on your sales receipt.   

A second service request was opened on December 2, 2013 when you called and advised that your GPS would not power on. We will be happy to diagnose your GPS to make our determination to repair or replace it once it is received. Decisions made regarding repairing or replacing your GPS are made according to the terms of coverage for the Product Care Plan you purchased for your GPS. There are allowances for N.E.W. to be able to replace a customer’s product or reimburse a customer for their product. However, your GPS does not qualify for replacement or reimbursement at this time.   

Specific language in the terms of coverage related to your request includes the following:

What is CoveredThis Plan covers parts and labor costs to repair or replace your product in the event the product experiences a breakdown.  If we determine that we cannot service your product as specified in this Plan, we may replace it with a replacement product or we may at our discretion issue you a gift card or check for the original purchase price of that product, including taxes, as indicated on your sales receipt.  Non-original manufacturer’s parts may be used for repair of the product if the manufacturer’s parts are unavailable or more costly. 

No Lemon Policy:  After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product. Replacement products may be new, refurbished or remanufactured to meet the manufacturer’s specifications of the original product at our discretion. Technological advances may result in a replacement product with a lower selling price than the original product.  The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warranty. Preventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy. (NOTE:  The No Lemon Policy is not applicable to breakdowns caused by ADH.

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

1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I'm filing this complaint because I have not been awarded a refund as promised under the terms on my product warranty. I submitted the broken product (a *********** * gaming console) to Product Care for repair or refund. I followed all steps. System was received, then no word was given as to the status of said repair (they're policy is a 1 to 4 day turn around, a week at the outside BUT THEY SPECIFY in the email I received (and still have copies of should it need to be provided) that they would contact me were that the case. I finally contacted them and was informed the system could not be repaired and a refund would be issued, perfectly reasonable. I then waited the requisite time, and after receiving no reply (again) called and was informed they were waiting for the "warranty logistics" department to tell them why my console could not be repaired. This continued for about another 2 to 4 days until I received an email precisely one week ago as of this date I am filing that a refund was approved, it would be sent as an "ecard" that would be received in 24 to 48 hours. They did NOT specify that this had any sort of "business days" attachment (a fact that I HAVE spoken with a supervisor about as a general point of bettering their customer service), so on Monday I made a follow up call when no card was found and was informed of the business days caveat and informed to wait 24 hours I should have it Tuesday. Tuesday came, no card. A follow up call was placed Wednesday, in which I asked for a supervisor (I should have tuesday, rather then letting the operator convince me a supervisor could do nothing). She was extremely polite and pleseant, apologized profusely and said she would personally reprocess the request and I would receive a call thursday and the card would be here by today (as that would be 24 to 48 again). I received no call yesterday, and no card today. I feel I have no recourse but to ask you to step in on my behalf in this matter, I feel I've gone as far as I can go as a private individual. I've verified they have the proper email, I verified it's not going into my spam folder, it's simply not being sent apparently

Desired Settlement: At this point I really don't trust this "ecard" idea. It doesn't seem like anybody is actually sending the requests. I would now like a proper check sent to me through the mail, to the address I've provided with this complaint. I simply want my money back so I can end this issue and be warned never to deal with this company again. Thank you very much for any help you can provide.

Business Response: December 23, 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 have not received the refund you were promised under the Walmart Product Care Plan for your *********** * gaming console that fails to work properly. Multiple attempts have been made by you to have the refund sent to your email address but the refund has never arrived.

The desired resolution listed in your complaint is to receive a check instead of an electronic gift card at the address listed in this complaint.

A review of your service history for the replacement plan you purchased has been completed. The research revealed a check, #****** in the amount of $319.93 being issued and mailed to you on December 5, 2013.

I called the contact number listed in your complaint on December 19, 2013 and left a message in apology for any inconvenience you may have been caused. In my message, I asked you to return a call to me to verify receiving your check and I asked you to contact me directly with any additional concerns or unanswered questions.

We spoke on December 20, 2013 and you verified receiving your check. When asked you had no additional questions or concerns.

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

12/30/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an extended warranty in April 2013 with a month service fee of 20.99 through ******* titled Expert Care. So while I thought I have been dealing with ******* the entire time its actually another company that handles the insurance called N.E.W Corp. The service was explained to me by the ******* rep at the time of purchase if there are any drops, spills of any nature that I could call and my laptop would be repaired. I initially called and requested service on my laptop that had suffered a fall down the stairs while I was carrying it in mid October. I was informed that I had to pay an 89.00 service fee, this was a surprise to me as I thought the warranty was without a deductible. So unfortunately since I was unaware of the unexpected cost I did not have to money to file a claim until a later date. On 11/20/13 I called and filed an ADH claim with through ******* that was routed to New Corp. I shipped them the broken unit on 11/22/13, on 11/27/13 I received a call from a man who identified himself (that I forgot to write down) and also made it known that he was "supervisor" within the first paragraph of the conversation, his call was explaining why my claim was denied due to excessive damage.This was shock to me since I had been without a laptop for quite sometime, not to mention the man was extremely rude and short with me after I started to ask probing questions about why the claim was denied. At one point the service member insulted me by even accusing me of intentionally doing the damage myself. I finally asked since they will not cover the damage can I have the 89.00 refunded to me and my deductible payments as this is a service that did not honor its agreements so. He replied that "he will not refund anything" , my next words are him "maybe i need to contact ******* or the BBB" to which he replied , "do what you have to do sir" ,so I was after further conversation the service member finally reinstated that "my unit will be shipped back unpaired." At this point I don't know what to do. I call back because I wanted to get the name and information of the first supervisor who called me since I forgot to write his name down, at this time I explained my concerns and ended up speaking to a service member who eventually transferred me to a supervisor named "******" . he would not give me his last name for security reasons. I explained to him my frustrations with the service and how I was insulted. Ultimately ****** reinstated exactly what the initial supervisor said, that due to extensive damage the drop will not be covered. He went into explaining some of the damages that they saw, I explained these things to him and how they had happened, at this point he said "sir we can simply deny your coverage if you did not have any repairs done at a authorized repair shop" none of this was explained to me when I purchased the service. He did offer to refund the 89.00 service fee, but said I would need to be transferred to have the 20.99 refunded. This was unacceptable simply due to the nature of the insurance and the product that they sell.

Desired Settlement: I would like them to repair or replace my laptop per the contract.

Business Response:

December 19, 2013

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

2341 Dullies Station Boulevard

Herndon, VA 20171

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 in April 2013 with a monthly service fee of $20.99 through ******* Expert Care (VEC). The coverage was explained to you as being provided by ******* and covered the laptop being dropped and spills of any nature. When you originally called for service due to your laptop falling down some stairs, you were advised of the $89 service fee. You state that you had to call back at a later date due to not being able to pay the unexpected service fee. Once your claim was initiated and your laptop was received by N.E.W. it was determined that the laptop had excessive damage and would not be covered. In your complaint you allege that the supervisors you spoke with regarding your denial were unjust and unprofessional.           

The desired resolution listed in your complaint is to have your laptop repaired or replaced per the contract with ******* Expert Care.

A review of the service history for the protection plan has been completed. The research revealed that the VEC plan was not purchased by you in March 2013 but by someone else. The VEC plan was terminated the same day in March 2013 and not re-purchased until August 2013. The registration reflects the address and telephone number listed in your complaint, however, your name is not associated with the VEC plan.

Additional information related to your concerns was found. A claim was initiated on November 19th for accidental damage to the laptop. The laptop was received for repair on November 25th. The laptop was diagnosed and a call was made to the account holder on November 27th to advise that the laptop would not be covered due to extensive damage. The call was escalated to a supervisor who returned a call to the account holder. The supervisor’s call to the account holder was not recorded.

The account holder called back into N.E.W. that same day (November 27th) and spoke with another supervisor. This call was recorded. For the purpose of training and to ensure quality customer service N.E.W. records a percentage of customer calls. I was able to retrieve the call recordings from this claim. It appears as though our representatives made every effort to explain the reason for the claim being denied in a professional even tone throughout their conversation. During this conversation the account holder stated that he had cracked the base of the laptop himself by trying to unscrew it. He also attempted to put the laptop back together after it was dropped. The supervisor advised the account holder that this was considered pre-existing damage and tampering which are not covered by the plan. Additionally, liquid damage was found upon inspection of the laptop which is also not covered under the VEC plan.  Consequently, the laptop cannot be repaired or replaced under the VEC plan the account holder has for 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 / 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

12/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a computer repair service plan with ******* Product Care when I purchased the computer at *******. The computer broke and they will not send a box to the appropriate address. It has been over a month with numerous calls and promises to send out the box and still no box. Every time I ask to speak to a supervisor I am disconnected. I am extremely dissatisfied and disappointed. Please investigate if this is a legitimate company or just a scam.

Desired Settlement: a refund of the cost of the replacement/service plan which is $39

Business Response:

December 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 a computer and a ******* Product Care Plan for it. The computer broke and you have not sent a label and box to the correct address to be able to ship it in for repair. As of the date you filed this complaint a label and box have not been received.   

The desired resolution listed in your complaint is to be refunded $39 for the cost of the product care plan you purchased for your computer.

A review of your service history for the replacement plan you purchased has been completed. The research revealed some confusion in where the label and box for your computer to be sent in need to be mailed to. An address of **** ***** ****** ** *********** ** ***** was entered by the representative you spoke with on October 24, 2013 for sending a label and box to. On November 14, 2013 the address was changed to **** ****** ***** ***** *** ****** ********** ** ***** .

We spoke on November 22, 2013 and I apologize for any inconvenience you may have been caused by not receiving the label and box at the correct address to ship your computer to ******* Product Care in. You explained that you had received the label and box at your home address again and had to incur the cost to ship it to your son at his school address in South Dakota. I agreed to reimburse you for the cost of the shipping but you had not retained the receipt. I advised you that once your son’s computer was repaired I would provide you with reimbursement for the shipping without the receipt. 

I called the contact number listed in your compliant on December 3, 2013 and left a message for a return call from you to verify that you had heard from the service center regarding the repair of your son’s computer and for the cost of shipping the label and box to your son. Your son’s computer is in route under UPS tracking ****************** to his address at school in South Dakota and should be delivered by December 11, 2013. I hope this response provides you with the necessary information to close out this complaint filed against N.E.W.

Please me directly at ###-###-#### at your earliest convenience to provide me with the cost of shipping the label and box to your son so I may reimburse you.

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

12/22/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a Nikon Coolpix S5200 camera at ****** in ** ***** ****, MN. I also bought the 2 year protection plan that cost me $17.00. I bought the camera on 4/28/2013 and the camera started malfunctioning early on and finally stopped working completely in October. I found the warranty in early November and called on the policy on 11/7/2013. I called ###-###-#### and talked to a rep in the early morning hours. She told me that since it was still in the first year, the manufacture warranty was still good and that I would have to got through them. I explained that I did not want to replace what seems to be a inferior product and that I would prefer to go through the warranty I purchased with NEW. She stated that she could not help me at that time because she was night shift and there was not a supervisor on. She told me to call back in a few hours when a supervisor is on, and they could help me process my request. I called back a few hours later and asked for a supervisor, since that is what I was told to do. The representative wanted to know why I needed a supervisor, I gave a short explanation about why. She then placed a supervisor on the phone and he explained to me that he could not help me and I would have to go through the Nikon warranty. I expressed my disgust with this decision, explaining that the product malfunctioned within 6 months of purchase and I wanted to use the warranty I purchased to receive a gift card for the amount of the defunct product, as advertised on the warranty card. The supervisor stated that he could not help me because the manufacture warranty was still in effect and it was an electrical issue with the camera. I asked why I would purchase a warranty if I could not use it. The supervisor continued to "read from the script" and state that it is all clearly stated in the terms and conditions. I then asked if I were to call back in May 2014, would I be able to get my refund in the gift card. He told me that at that time it would be considered a pre-existing condition.

Desired Settlement: I would like the ****** gift card for the amount of the $186.99. This is the total I paid for the camera plus the service plan that I was unable to properly use.

Business Response:

December 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 a Nikon Coolpix S5200 along with a 2 year protection plan on April 28, 2013. The camera malfunctioned and quit working in October 2013. When you called the toll-free number for the protection plan the representative advised you that since your camera was still under the one year manufacturer’s warranty you would need to contact the manufacturer since it was malfunctioning. You indicate in your complaint that you prefer to utilize the protection plan instead.

The desired resolution listed in your complaint is receive a ****** gift card in the amount of $186.99 which is the total for you paid for your camera and the protection plan for it.

A review of your service history for the replacement plan you purchased has been completed. Your Replacement Plan was registered with N.E.W., and began on the purchase date of April 28, 2013 and will expire on April 27, 2015. This Plan provides an additional benefit, accidental damage from handling which beings on the date of purchase, during the manufacturer’s warranty but does not provide for coverage of failures that are the responsibility of the manufacturer until the underlying manufacturer’s warranty expires on April 27, 2014. The customer interaction history for your registration reflects you contacting N.E.W. on November 7, 2013 and being directed to contact Nikon the manufacturer of your camera. The representative also noted your service history regarding your dissatisfaction with being directed to the manufacturer and your refusal to contact them.

Specific language in the terms of coverage for the service plan you purchased for your notebook 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.

WHAT IS NOT COVERED: (9) DAMAGE COVERED BY ANY OTHER WARRANTY OR SERVICE PLAN.

Please contact the manufacturer, Nikon for your camera 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 / 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

12/22/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Repair at best, an apology if nothing else.

Business Response:

November 26, 2013

***** ******

*** *** *****

******** ** *****     

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 refrigerator from ******* along with an extended warranty administered by N.E.W.  In the compliant you state that you have had the refrigerator serviced three times for the same problem. A fourth diagnosis has been completed for the same problem, but you were advised N.E.W. would not cover the repair due to the plan you purchased only covering the compressor. This is unreasonable to you since N.E.W. has previously repaired your refrigerator for the same problem, not just the compressor.

The desired resolution listed in your complaint is to have your refrigerator repaired under the plan that has previously provided for repairs to it.

A review of your service history for the service plan you purchased has been completed. The research revealed service requests completed for your refrigerator in June 2012, December 2012, September 2013 and a diagnosis of it in October 2013. The notes in your service requests indicate a problem with the system not cooling or the interior of the refrigerator being warm.

I called the contact number listed in your complaint on November 18, 2013 and left a message for you to return my call. I missed your return call to me on November 20, 2013 and returned your call on November 22, 2013 and left another message for a return call.

To date we have not been able speak with each other and discuss your concerns. I look forward to being able to assist you with your concerns. Please contact me directly at ###-###-####.

Regards,

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

**************************      

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

Asurion / 648 Grassmere Park, Nashville, TN 37211

www.asurion.com / Twitter / 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:

No phone communication has been possible with *** ****** of N.E.W.  yet.  We are playing phone tag, I guess.  Still want to speak to her via telephone.  I left another message for her today, 12/4/13.


Regards,

***** ******








Business Response:

Dear **. ******,

I spoke with **. ****** on Decemebr 4, 2013 and she agreed to being reimbursed for her Whirlpool appliance. When asked she had no additional concerns.

**. ******s' rejection to our original response to the Better Business Bureau must have been submitted just prior to our telephone conversation.

Please contact me directly with any questions.

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

12/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I think I should be reimbured for at least partial value of the ink cartridges that were sent in. I could have used the 2 good ones in a new printer and used the other 2 as a trade in for future cartrides so I feel the value is around $40.00

Business Response:

December 6, 2013

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

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

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

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 service protection agreement on your HP printer. When it stopped working properly you contacted the number listed on the service agreement. The representative named **** you spoke with advised you would need to send all of the parts for your printer, your receipt, and any ink cartridges that you have. You state that the representative was adamant about what you should send in with your printer. You were sent a shipping label to send your printer in for replacement and you followed the representative’s instructions. The replacement plan provided you with a refund for the purchase price of your printer but nothing for the ink cartridges you had sent in and they were not returned to you. The supervisor you spoke with regarding the ink cartridges not being returned advised they had been recycled and could not be returned to you. She also informed you that the representative **** you spoke with would be informed that the ink cartridges are not to be sent in.

The desired resolution listed in your complaint is to be reimbursed for the ink cartridges in the amount of $40.

A review of your service history for the replacement plan you purchased has been completed. The research revealed your replacement claim being completed with an ********* gift card in the amount of $51.45 being issued to you. There are notes in your service history indicating that you were advised a reimbursement for your ink cartridges would not be provided due to the replacement plan you purchased being for equipment not consumables. No conclusive evidence exists to affirm or deny your statements related to being advised to send your ink cartridges in with your printer. 

We spoke on December 3, 2013 and I advised you that a reimbursement in the amount of $50 would be forth coming in 7 to 10 business days. When asked, you had no additional questions for me. 

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

12/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a hp pavilion g7 notebook on February 28, 2013 with a service plus replacement coverage by ****** *** beyond the warranty. I have called them about several issues and ****** *** always refers me to a technician at Microsoft or Windows 8. These technicians always add a problem instead of solving my notebooks problem. I would say that these sessions would be covered under the No Lemmon Policy in my protection warranty by ****** ***. I know it is time for them to give me a replacement computer or a gift card with the value of the computer. They say it isn't there problem, it is Microsoft's or Windows I problem. I have done everything with Microsoft that they suggested for repair, and I still don't have a functioning comport. My easy solution is for ****** *** to transfer my data to a new computer and they can handle the proble** with my present one. They did replace my first printer with no hastle when the Automatic Document Feeder didn't work. I am tired of them saying it isn't their problem, it is there problem because I have tried to resolve the proble** with Microsoft technicians several times. They sold the pavilion-g7 notebook, it is there problem just like the printer they so easily replaced was. Product_Or_Service: hp Pavillion g7-227us Notebook Order_Number: 887111933553 Account_Number: ********* *** ******

Desired Settlement: DesiredSettlementID: Refund Either a replacement or a refund of my money or a gift care with the amount of money I spent on the hp g7 laptop.

Business Response:

December 6, 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 an HP Pavillion G7 notebook on February 28, 2013 along with service plus replacement coverage from *********. You have contacted ********* regarding several issues and you have been referred to technicians at Microsoft and Windows 8. You indicate that these technicians add problems instead of solving the problems with your notebook. According to your complaint, these sessions should be covered under the “No Lemon” guideline in your service plus plan. In your complaint you state that you know it is time for the service plan you purchased for your notebook to replace your notebook or provide a gift card for the purchase price of your notebook.  

The desired resolution listed in your complaint is to receive a replacement for your notebook or a refund of the purchase price you paid for it.

A review of your service history for the service plan you purchased has been completed. Your Service Plan was registered with N.E.W., and began on the purchase date of February 28, 2013 and will expire on March 29, 2016. This Plan provides an additional benefit, accidental damage from handling which beings on the date of purchase, during the manufacturer’s warranty but does not provide for coverage of failures that are the responsibility of the manufacturer until the underlying manufacturer’s warranty expires on February 27, 2014. The customer interaction history for your registration reflects no contact with N.E.W. regarding your Notebook failing to work properly.

Specific language in the terms of coverage for the service plan you purchased for your notebook is listed below for your reference.

WHAT IS NOT COVERED: (21) PRODUCTS NOT ORIGINALLY COVERED BY A MANUFACTURER’S WARRANTY

Please contact the manufacturer, Hewlett Packard for your notebook no longer working properly.

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

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

Additional Notes

Complaint: I purchased a PS3 on December 2012 from ******* customer service rep. Offered me a warranty plan,so I decided to purchase the warranty plan it covers damages to the PS3 for the two yrs after the one yr. manufacture warranty has expired. My kids started noticing that the system was over heating and scratching the games. I filed a claim with the warrant company on October 7, 2013 I sent it off by UPS. When I mailed off the ps3 it was still in great condition practically new. The problem was when I received the ps3 on October 14,2013 it was not in the same condition my kids noticed it right away I told them leave it in the box and it's still in box. It has a lot of wear and tear on the surface and underneath,scratches, dirty from where it was kept on the floor,grease.I immediately contacted the warranty company they told me some one would be in touch with and no one has contacted me in to this day. At this I'm not even sure if that's my kids PS3 it's so easy to remove the serial number it's a white sticker so I'm asking that Warranty Logistics give a full refund in the amount of $351 that's including my taxes and warranty plan I paid for. Product_Or_Service: 12/08/2013

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

Business Response:

November 14, 2013

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

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

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

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 progra** 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 PS3 in December 2012 along with a warranty plan that covers the PS3 for two years after the manufacturer’s warranty expires. On October 7th, you filed a claim and sent your PS3 to N.E.W. because the PS3 was overheating and scratching the game disks. When you received the PS3 back on October 14th you instructed your children to leave it in the box it arrived in. This was due to the casing of your PS3 not being in the same like new condition it had been sent to N.E.W. in. In your complaint you state the PS3’s casing was worn on the surface and underneath, there were scratches grease and it looked like it had been store on the floor collecting dust. You also stated that you felt like the serial number label could have been easily removed because it’s just a sticker.   

The desired resolution listed in your complaint is to receive a refund for your PS3, the plan you purchased for it and the taxes paid.

A review of your service history for the service plan you purchased has been completed. The research revealed that your PS2 was received and diagnosed at our repair facility in ******, Tennessee. The problem description for the PS3 being sent in for repair was noted as burning disks and the battery getting hot. The technician notes outline that no trouble was found.

We spoke a couple of times on November 4th and 11th. I called you on November 4th and asked for the serial number on the PS3 you had received back and you provided it on November 11th when I made a follow up call to you. When asked, you indicated that the serial number label did not look like it had been tampered with. I explained to you I had toured our repair facility and it was immaculate and if your PS3 had been left on the floor it would not have gathered dust or grease. The game syste** are never left on the floor, there are a series of shelves and desk tops that they move along once they are unpacked. A game system is repacked for being returned to the customer immediately after final testing.

A decision has been made according to the ter** of coverage for the Product Care Plan you purchased for your PS3. There are allowances for N.E.W. to be able to replace a customer’s product or reimburse a customer for their product. However, your PS3 does not qualify for replacement or reimbursement. 

Specific language in the ter** of coverage related to your request includes the following:

No Lemon Policy:  After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product. Replacement products may be new, refurbished or remanufacturered to meet the manufacturer’s specifications of the original product at our discretion. Technological advances may result in a replacement product with a lower selling price than the original product.  The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warranty. Preventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy. (NOTE:  The No Lemon Policy is not applicable to breakdowns caused by ADH.

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

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 disagree with your decision I took the ps3 to a electronic specialist to take a closer look at it. I was told the ps3 over heats repeatedly,and worn out and there was no information saved on the hard drive games that my kids played would have been saved on there. I tried contacting the rep that represents the company to this day I haven't received a phone call. 

Business Response: November 26, 2013

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

I am writing in response to your rebuttal on November 15, 2013 to N.E. W.'s original reply to your better business Bureau complaint.

In your original complaint you received your children’s PS3 back on October 14th and instructed your children to leave it in the box it arrived in from N.E. W. This was because you noticed that the casing of your PS3 was not being in the same like new condition it was when being sent to N.E. W. . The desired resolution listed in your complaint was to receive a refund for your PS3, the plan you purchased for it and the taxes paid.

Your rebuttal indicates that you have taken your children’s PS3 to a specialist for diagnosis and they determined that the PS3 overheats repeatedly and there is no information saved on the hard drive. You note that your children’s game should be saved there.

A review of your service history for the service plan you purchased has been completed. The research revealed that your PS3 was received and diagnosed at our repair facility in ******, Tennessee. The problem description for the PS3 being sent in for repair was noted as burning disks and the battery getting hot. The technician notes outline that no trouble was found.

I called the contact number listed in your complaint on November 21,2013 and left a message for a return call from you to discuss you rebuttal.

Please contact me as soon as possible so an amicable resolution to your concerns can be provided.

Regards,

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

11/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Nintendo 3ds with the extended warranty from ********. The insurance company is NEWS Corp an Asurion owned company. This is the 3rd time I have had to call them to fix the same issue which they guarantee the issue will be fixed the first time. In my first filing to them I stated there was a crack in the upper lcd screen, among games not playing and the bottom screen being unresponsive. When they sent back the device they fixed the bottom screen, made the device playable but did not fix the upper lcd screen. I called to complain was told to return the device and they would fix it. I was skeptical on this as I have had problems with this company on fixing things in the past. So on the upper lcd screen with the crack I placed an invisible ink mark that can only be seen under uv lighting, is used designed specifically for marking lcd screens as proof of ownership and will not damage any screen at all. I sent the device back in stating the upper lcd screen was damaged as I did before and that it was not repaired. They received it 9/30 sent it out 10/1 and I received it 10/07. In their review they stated they fixed the lcd screen on top. So I shined my uv light over the screen and low and behold the uv mark was still there. They did not even take the screen off of the device. They blatantly lied to me. I called them again to tell them they did not do anything and the lady tried to tell me that my warranty does not cover cosmetic damage which I pointed out an lcd screen crack is not cosmetic damage. So I was told to send it in again. This would be the 3rd time doing so for practically a whole month 25 days approximately my daughter has not been able to enjoy her 3ds due to waiting on shipping labels, shipping the device, waiting for them to get the device, waiting for them to look at the device, and having them ship the device back.

Desired Settlement: Since the company cannot honor their own terms of service and fix the device, I would like a refund of the device, the cost of the warranty service and tax which would be $169.99 plus the $20 for the 2 year warranty with adh and tax which is 6.25% in Utah so a grand total of $201.86.

Business Response:

November 5, 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 Nintendo 3ds with an extended warranty from *******. After N.E.W. repaired your Nintendo 3ds a second time, the upper LCD screen was still cracked and you contacted N.E.W. and were advised the Nintendo 3ds would need to be sent back in for repair. The desired resolution listed in your complaint is to receive a refund for the Nintendo 3ds, the cost of the warranty and the taxes you paid.

A review of your service history for the service plan you purchased has been completed. The research revealed UPS label ****************** being sent to you on October 17, 2013 for your Nintendo 3ds to be sent back to N.E.W. for repair.

Please accept my apology that you were advised to send your Nintendo 3ds back to N.E.W. for a repair of the cracked LCS screen. A cracked LCD screen is not covered under the Product Care Plan you purchased for your Nintendo 3ds.

WHAT IS NOT COVERED: (1) REPAIRS CAUSED BY ACCIDENTIAL DAMAGE , SPILLED LIQUIDS (UNLESS YOU PURCAHSED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION, MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCT WITH ALTERED OR MISSING SERIAL NUMBERS;

The desired resolution listed in your complaint to receive a refund for your Nintendo 3ds cannot be provided. Your Nintendo 3ds has to have been serviced 3 times for the same defect and require a fourth repair for the same defect for a product to be replaced under the “No Lemon” guideline of the terms of coverage in your plan. Once a customer has received a replacement under the “No Lemon” guideline N.E.W. has satisfied all obligations under the plan and the plan will terminate.     

Specific language from the terms of coverage are included below for your information.

No Lemon Policy: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product. Replacement products may be new or rebuilt to meet the manufacturer’s specifications of the original product at our discretion. Technological advances may result in a replacement product with a lower selling price than the original product.  The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warranty. Preventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy. (NOTE: the No Lemon Policy is not applicable to breakdowns caused by ADH)

 

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 and the Plan shall terminate.

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

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 am rejecting this response because I was told by 2 professionals in the orginization that my product had Accidental Damage and my product would be fixed the first time I sent it in.  Reviewing my paperwork it says they fixed the upper lcd screen but never did.  They did on the first time fix the bottom lcd screen and made sure the device functioned back on.  But they sent it back twice with the upper lcd screen cracked after I was told it was/would be repaired.  Under these terms I cannot accept this because the insurance company does not want to honor what they told me/put in the paper work which ***.  ****** should have available if not I would gladly get my paperwork and send it to her along with additional copies to the Utah Depart of Administrative Services for a review to make sure insurance fraud has not been committed.
.  
Regards,

**** ******








Business Response:

November 14, 2013

**** * ******           

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

**** *

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

Dear **. ******,

I am writing in response to your rebuttal on November 8, 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 Nintendo 3ds with an extended warranty from *******. After N.E.W. repaired your Nintendo 3ds the upper LCD screen was still cracked. Our response indicated that a cracked LCD screen is not covered under the Product Care Plan you purchased for your Nintendo 3ds.

Your rebuttal indicates that previous representatives at N.E.W. indicated to you that the cracked LCD would be repaired on your Nintendo 3ds. The paperwork you received when your 3ds was returned also listed the cracked LCD as being repaired. In your rebuttal you indicate you want the upper LCD of your Nintendo 3ds repaired.

A re-evaluation of your service requests was completed and additional information was obtained that reflects that the upper LCD on your Nintendo 3ds was replaced twice.

We appreciate our customer’s bringing their concerns to light as it always allows us to improve our service to them in the future.    Please accept my apology that I did not previously discover the repairs to the upper LCD screen. I thank you for your feedback and this allowed me to obtain a new tool that will assist me in the future when investigating what was repaired on game systems.

I called the contact number listed in your complaint on November 12, 2013 and left a message for a return call from you to discuss you rebuttal.

Please contact me as soon as possible so an amicable resolution to your concerns can be provided.

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

11/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a LeapPad 2 for my Grandson and the charger stopped wor****. I went to **** * *s and purchased a new charger and I was offered a 15 month replacement plan for the "charger". Months later the new charger stopped wor**** and I filed a claim. I was told by the representative to mail off BOTH the "charger" AND "leappad 2". I told the representative that my leappad isn't broken and do not have protection. The representative told me that was fine but with my warranty they would replace both the charger and leappad. I mailed both off as I was instructed and I only received a **** * *s gift card of $44.99 (the price paid for the charger). I called in and questioned my leappad and I was then told that my leappad wasn't covered and that they don't sell warranties for just chargers and that must have been a mistake. In their records, they show me as having a leappad under warranty for $44.99. I said I have a receipt showing that I was sold a plan for the charger. The manager told me that they only sell plans for the leappad which comes with a charger and I should not have been offered a plan for a charger only and furthermore, I was reimbursed for my charger. I sent in my leappad that was not broken but mailed it in as I was instructed and now they are telling me that they are not responsible for ite** that was shipped in. I would like to have my leappad 2 back or either be reimbursed for the leappad that I was told to mail in.

Desired Settlement: I would like to have my Leappad 2 returned to me and or either be reimbursed for the leappad. I was told to mail in my leappad and I only did as I was instructed. Its not my fault that they their records show me as having a leappad under warranty for $44.99 when in fact, I have the leappad charger covered for $44.99. I was told that I should not have been sold protection on the charger.

Business Response:

November 21, 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 charger stopped working on the LeapPad2 you purchased for your grandson. You purchased a new charger at **** * *s and a 15 month replacement plan for the charger. When the new charger stopped working you filed a replacement claim through the replacement plan you had purchased for the charger. The representative you spoke with advised you that the LeapPad2 and the charger would be replaced and to send them both in. You did as instructed but only received reimbursement for the charger. When you contacted N.E.W. regarding not being reimbursed for the LeapPad2 you were advised that the replacement plan you were sold, only for the charger, was sold to you in error. A replacement plan covers the LeapPad2 and the charger. The LeapPad2 you had sent in could not be returned to you.      

The desired resolution listed in your complaint is to receive your grandson’s LeapPad2 back or be reimbursed for it.

A review of your service history for the service plan you purchased has been completed. The research revealed a check issued to you for the purchase price of your grandson’s LeapPad2 being sent out on November 11, 2013.

I called the contact number listed in your compliant on November 18, 2013 and left a message for a return call form you to verify that you received the reimbursement check for your grandson’s LeapPad2. I also asked you to call me if you had 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

**************************      

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

Asurion / 648 Grassmere Park, Nashville, TN 37211

www.asurion.com / Twitter / 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.  Unforturnately, after I initially spoke with a manger and didnt get satisfaction. I filed my complaint and a few days later someone called me to resolve the situation.  The person was understanding and handled the situation in a timely manner.

Regards,

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

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

11/17/2013 Problems with Product/Service | Read Complaint Details
X

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 | Read Complaint Details
X

Additional Notes

Complaint: I returned to ****** ****** Monday morning with my defective JBL Eon 515 XT and was told to call the warranty company who would in turn send me a shipping label by email. I called this warranty company Monday from ****** ******'s parking lot, practically begging them to expedite the repair service by sending an email with a shipping label. The warranty company rep check for a local repair facility and found none. She checked in NC but the company did not work on my equipment. I was placed on hold again for her to call JBL and she told me they would charge well over $200 to ship it to them. I said NO WAY...what is the warranty for. I was put on hold again and she found a place in Virginia to send it to and told me I would receive the email with the shipping label by WEDNESDAY. That did not happen so I called back on Thursday and was told the email would be resent ( thinking in a couple minutes at best). Two hours later I called back and asked what was the hold up. I was told the first email (from Monday) was being sent "regular mail" after I was told it would be an email and the email that had not been sent on Monday would be "resent" and take another couple days. This was so frustrating that I asked to speak with a Manager. I asked the Manager could I do an in-store swap since I'd been given the run around by the warranty co. She told me I would have to get that set up with the local ****** ****** store. Next day (today , Friday 10/25/13) I go to ****** ****** and the Manager Calls the warranty co. and they tell him I could swap out but lost my 2 yr extended warranty (NOT EVEN MENTIONED TO ME BY THE WARRANTY CO MANAGER THE DAY BEFORE). I received the email ON THE WAY TO ****** ****** with the label to ship my equipment but it was found out by the Manager at ****** ****** that it would have gone to a third-party repair facility that did not work on JBL eons. To think what would have happened if I had turned around and went home to print the label and sent it to the WRONG FACILITY and how long it would have taking to get back an UNREPAIRED ITEM. After spending over 2 hours in the store with the store mgr and myself calling to rectify this situation, I decided to do the swap out because I could not risk believing a Warranty Company that has repeatedly misinformed me and ****** ****** Store Mgr.) This type of "service" is totally unacceptable. The store Manager (****) at ****** ****** is more than willing to verify the horrid details that we both experienced while in his store today. I pray for a sensible outcome to this after dealing with such substandard customer service by the warranty company N.E.W. an Asurion Co. **** (Store Manager) ********** **** ******* **** *********** ** ***** Phone: ###-###-#### Mon-Sat: 10:00 AM - 7:00 PM All I'm asking for is the Replacement of my 2yr Pro Coverage Extended Warranty.

Desired Settlement: Replacement of my 2yr Pro Coverage Extended Warranty that I purchased for $69.99

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 had a defective JBL Eon 515 XT speaker that you have tried to have repaired through the extended warranty, administered by N.E.W. that you purchased for it. Shipping labels to send the speaker in for repair were never received via email or regular mail after several attempts by you to try and obtain them. This was very frustrating to you, so you asked a manager with N.E.W. if you could swap the speaker out in a local ****** ****** store. She advised you that an in-store swap would have to be approved by the store manager. Your local ****** ****** store swapped out the speaker for you. While you were in the local store to swap out your speaker you were advised that according to N.E.W. the 2 year Pro Coverage warranty you had purchased would be lost due to the in-store swap. You decided to go ahead and have the local store swap out your speaker.

The desired resolution listed in your complaint is to receive a refund for the 2 year Pro Coverage since your speaker was replaced by the local ****** ****** store during the 1 year manufacturer’s warranty period. This provides you with a means to purchase a new 2 year Pro Coverage plan for your new speaker since you did not utilize the original plan. 

A review of your service history for the service plan you purchased has been completed. The research revealed your attempts to obtain a shipping label from N.E.W. to send your speaker in for repair. Due to the local store replacing your speaker when it was still under the manufacturer warranty, N.E.W. agreed to reimburse you for the Pro Coverage plan as a customer courtesy.

We spoke on November 1, 2013 and I apologized for the delay in you receiving a shipping label. I explained the information in the previous paragraph and advised you should receive a check for the cost of the Pro Coverage plan in 3-5 business days. Your reimbursement check was sent to you 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 / 648 Grassmere Park, Nashville, TN 37211

www.asurion.com / Twitter / 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.

11/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ******* computer with extended purchase. *** contacted as to lack of service by ************ **. *** notified of poor service by ******* for repair. The extended warranty company was put in contact bu *** for me. The laptop computer has been sent two times to warranty logistics and sent back with part replacement, however, computer does not work. J have had several phone conversations with a *** customer service supervisor, ******. I also, have in contact with warranty logistics, preparing for a 3rd return of computer to warranty logistic, extended warranty co. This back and forth return of laptop computer continues with no resolution in site. I have buy back plan plus with *** at time I purchased the computer. However, ****** or *** has not made an attempt to get computer properly fixed or buy back computer. I have only heard that lack of service complaints sent up the ladder. I am told that the process continues until Warranty logistics decides not repairable. I have used my allowable cell phone minutes for the month. I have only a cell phone. There is no one concerned about the lack of customer satisfaction with extended warranty company- Warranty logistics. I am now in the second month with a computer that does not work. *** has not made no effort to get issue resolved by seeing that computer is properly fixed, buy back,, or replace.

Desired Settlement: I have asked that the buy back option be honored and I get my money back on computer and extended warranty purchased.

Business Response: Hi *****, The attached BBB complaint is identical to one received by N.E.W. in June 2013 from the BBB serving West Florida. It was filed against the **** ******** ******* (***) and *** responded to the BBB complaint and advised that we (N.E.W.) were working with the customer and he should reach out to us. I have attached the last email correspondence to **. ****** on July 8, 2013 that he never responded to. Also, **. ****** never utilized the UPS label referred to in  my email to send his computer back in for diagnoses. Per the plan terms if the  computer requires a fourth (4th) 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, not to exceed the original purchase price, or issue a voucher, gift card, or a check, equal to the original product purchase price as indicated on your sales receipt, including sales tax.     I will be glad to assist in having **. ******’s computer diagnosed if he would reach out to me directly. Regards,  ******* ******, Senior Compliance Coordinator**************************      voice ###-###-#### fax ###-###-####Asurion I 648 Grassmere Park, Nashville, TN 37211www.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: The laptop has been to Warranty Logistics repair center twice.  The repair of lines repaired.  However, The operating system not working..The repair form requires that I as customer give approval to allow repairs as needed. The system was remove.  The original operating system was not re-installed as approval given. The computer sent a second time, they repaired a LCD screen. I did not asked for such repair.  The laptop sent back again not operating.  Per contact the third time, a Tech , "***" indicated try several functions, still not working, said send a third box to me.  I contacted an internal phone number for *******. They indicated send to them.  They said re-install and operating system and laptop would work.  I paid to ship to *******.  The computer returned working.  I would not return this laptop to this "Warranty Logistics repair center again.  I wasted $159.00  on extended warranty in which the computer was returned in not complete functioning and operating form.   I had spoke to a ******* ******, management for this repair center, she indicated after copies of repair forms faxed to her, showing that I given proper permission per form for operating system to be removed and original operating system to be re-installed.  This action was never done .  She also, indicated to me that the buy back option of extended warranty did not applied to my computer.  she said that extended warranty did not start start until 1 year factory warranty past.  This is not correct. I located front page of warranty that I received from ***..  The person taking the order for laptop and extended warranty purchased, wrote in start date as day of purchase.   She needs to review the extended warranty agreements.  My computer is working due to my contact with *******.  I have no further need for extended warranty.  I wasted $159.  I wouldnot send my computer again to this repair center.  My laptop was not properly fixed, and I have no idea if there is a lack of training or lack of qualifications of techs.  The repair information form is ignored or something.  ******* made laptop operational in one trip.   The buy back as I first proposed to end this dispute, well, not honored by *** or WARRANTY Logistics.  S


Regards,

*** ******

Business Response:

October 31, 2013

*** ******

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

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

Complaint ID #*******

Dear **. ******,

I am writing in response to your rebuttal on October 24, 2013 to N.E.W.’s original reply to your Better Business Bureau complaint.

Your original complaint filed against N.E.W. was identical to one received by N.E.W. in June 2013 from the Better Business Bureau serving West Florida. It was filed against the **** ******** ******* (***) and *** responded to the Better Business Bureau complaint and advised that we (N.E.W.) were working with you and you should reach out to us.

When your complaint was received as filed against N.E.W., I emailed our contact at the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania and advised him that the complaint you filed was a duplicate. I provided him with a copy my last communication to you via email on July 8, 2013 (included). When I had emailed you and advised that your laptop would need to be sent back into Warranty Logistics (WLI) for analyses. UPS label ****************** was provided to you for shipping your laptop back to WLI. No communication has been received from you until October 21, 2013 when you filed the identical complaint you had previously filed with the Better Business Bureau serving West Florida.

Your rebuttal indicates that instead of returning your laptop to WLI a third time you contacted *******, the manufacturer of your laptop. The laptop was sent to ******* and returned to you completely repaired. Your complaint indicates you have no further need for the extended warranty for your laptop that had cost you $159.00.

A review of your service history for the service plan you purchased has been completed. The research revealed that the first time your laptop was returned to you after being repaired, you were unable to load the recovery disks. This was not covered under the plan you purchased for your laptop.  A reimbursement for $25was processed for you by *** for the purchase of new recovery disks for your laptop. The second time your laptop was received by Warranty Logistics for repair the LCD screen was replaced due to it being cracked. This was a covered failure under the Accidental Damage from Handling (ADH) coverage that became effective on October 25, 2012. A third repair to your laptop is noted as being requested by you due to you not being able to load Windows 8, which may be considered a software issue and may not be covered under the plan you purchased for your laptop.

We spoke on June 24, 2013 and I advised you of the information in the previous paragraph. You advised that your laptop was still not repaired by Warranty Logistics. I asked for you to fax me the paperwork that was received each time your laptop was repaired. The paperwork was received and after reviewing it a determination has been made that the current issue you are describing with your laptop not loading Windows 8 needs to be diagnosed.

I called the contact number listed in your complaint on June 26, 2013 and left a message advising that your laptop would need to be sent back to Warranty Logistics for analyses. UPS label ****************** was delivered to you on June 14, 2013 for you to utilize in sending your laptop to Warranty Logistics for the issue you are having with Windows 8 not loading.

I responded to an email from you on July 8, 2013 (attached). You had emailed me on July 2, 2013 to advise that you had a local computer technician in McAlester guide you through loading the operating system. The hard drive did not recognize the disk every time so the recovery disks would not get the computer back to the original operating system. In his expert opinion, the hard drive had been replaced and possibly not completely tested or may have been a bad hard drive. He also indicated that the mother board may have problems. In his expert opinion these parts need to be replaced. He indicated that he could fix the computer, but since it was under warranty, your computer should be fixed under the warranty.

Your laptop was under the manufacturer, *******’s parts and labor warranty until October 25, 2013 and should have been repaired by *******. The plan you purchased for your laptop that is administered by N.E.W. would only cover ADH or power surges in the first year. Due to your determination that you have no further need for the service plan you purchased for your laptop a refund of the cost of the plan has been initiated 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 / 648 Grassmere Park, Nashville, TN 37211

www.asurion.com / Twitter / 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.

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 | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Since I spent over $200 dollars for the item I would like a replacement or monetary compensation to replace it as well as reimbursement for the warranty which I paid for but in turn did not receive due to inferior service.

Business Response:

October 29, 2013

****** *****

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

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

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 along with an extended warranty in December 2012. The tablet was accidentally damaged in January 2013 and you initiated a claim for it to be repaired. There was a month’s delay in you receiving a shipping label to send the tablet in for repair. When the tablet was received by you, after the repair was completed, the touchscreen was not working properly. You have made several attempts to obtain a shipping label to send the tablet back in for repair again. N.E.W. has advised that shipping labels have been sent but you are not receiving them. As of the date you filed this complaint with the Better Business Bureau you have not received a shipping label to send the tablet back in for repair.

The desired resolution listed in your complaint is to be reimbursed for the tablet and the warranty plan you purchase for it.

A review of your service history for the service plan you purchased has been completed. The research revealed more than a 2 month time frame since your first attempt to obtain a shipping label to send your tablet back to N.E.W. for repair.

We spoke on October 24, 2013 and I apologized for any inconvenience you may have been caused by not receiving a shipping label to send your tablet back to N.E.W. for repair. I advised you a decision was made to reimburse you for the cost of your table for not receiving a shipping label to send your tablet in for repair. The reimbursement should be received in 3 to 5 business days. When asked, you had no additional concerns or questions. 

In regards to your request to be reimbursed for the warranty plan you purchased for your tablet, the reimbursement of the purchase price you paid for the tablet is considered to be fulfillment of your claim. At our option, payment is the cost of the authorized repairs, reimbursement for authorized repairs, a replacement product with similar features, or the price the consumer paid for the product. Consequently, the cost of the warranty plan cannot be reimbursed. 

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.

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
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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
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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
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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
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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
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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.