N.E.W. Customer Services Companies

Review: Good Morning, I recently filed a complaint with you against [redacted] for a television issue. This complaint was just closed without anything being done about my product. My television was damaged in a move. I bought a 3 year extended warranty, that specifies drops, spills and cracked screens. I was sold this warranty under the understanding that my television would be repaired or replaced if ANYTHING was to happen to it. I was contacted by [redacted] and was told that their legal department was going to reword their warranty pamphlet because of it being so confusing to the consumer. This being said, when I bought this television along with the extended warranty, I was told by the agent that ANY issue that came about within the 3 years, my television would be repaired or replaced. In my eyes and others that I have spoken with, [redacted] committed fraud in not honoring the original agreement. I would not have bought this warranty if in fact I was not covered. It is not fair that such a big company can get away with being misleading and taking the consumers money for an agreement that they did not plan on honoring. My paperwork clearly states that I am covered for drops, spills, and cracked screens. Please help me in this most serious matter. Thank you and have a pleasant day.Desired Settlement: I have paperwork that clearly states that I am covered for 3 years for any damage to my television, [redacted] needs to honor this agreement instead of taking advantage of their consumers. I want my product repaired or replace. If not, then I would like my money back for the warranty that apparently is null and void because [redacted] can do whatever they want because of their deep pockets. Thank you very much for your time and consideration in this most important matter.

Business

Response:

May 23, 2014

Review: Purchased my [redacted] 2 from [redacted] w/warranty. The [redacted] no longer is working so was instructed to mail it in and was told they were unable to repair so they would refund me my money for the amount I bought it. It was communicated through email that I should receive an e-card w/in a couple of days to print out. Well a little over a week later I never received it and so I placed a call to them and they stated that they will send it out again via e-mail. I never received the e-card again after waiting over another week or so. The third call placed and I demanded a reason and was told that it was because of there computer. I chose to have a check mailed to my home even though she stated it would take 7-10 days. I waited two weeks and still nothing.... Made the 4th call and spoke to the supervisor and he stated it was mailed the day before yesterday! I am still getting the run around!!! So frustrated and not getting any help!!!!!

Order_Number: SR#[redacted]Desired Settlement: DesiredSettlementID: Refund

My Refund Check ASAP! Better Customer and Quality Service.Loyalty!

Business

Response:

April 7, 2014

Review: I purchased an additional warranty coverage for my [redacted] receiver at [redacted]. I called them within the coverage period on 06/20/2014 to try and get this product repaired and all they can tell me is that I have wait 2 years after the manufacturer warranty expires. They are giving me the run around and not calling me back. I'm sure this is some kind of fraud and should be reimbursed for the item.Desired Settlement: It is on the warranty agreement that if the product is not able to be repaired I will be reimbursed the amount of the purchase price of no more than $150.00.

Consumer

Response:

I would like to withdraw my complaint against National Electronics Warranty. It seems that they are processing my my warranty after all and they have sent me the necessary forms to be completed for my product.

Review: Purchased a TV from [redacted] at a special price. With in 2 months the TV was broken... I filed an insurance claim with the [redacted] Product Care plan I purchased. After 3 weeks of waiting, parts being order and several other stall tactics, I was TOLD I was not getting the TV repaired or replaced. The company can not seem to find a comparable or refurbished replacement in the thousands of brands and models available... This is a Bait and Switch and not only should they be prosecuted for such. They claim that I agreed to terms and conditions, but I was never given a copy, have never seen nor signed any such paperwork and was lead to believe I was purchasing a reputable warranty protection and not entering into a Scam.Desired Settlement: The company owes me a replacement TV, either the same brand, comparable or an upgraded item.

Business

Response:

August

7, 2014

Review: I was originally told (12-29-13) by [redacted] from NEW that once the replacement phone was in the [redacted] store that a new phone would be mailed out in 24 -48 hours. Then a day later, [redacted] 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 [redacted], who was rude and unprofessional. [redacted] 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. [redacted] from NEW has called me and told me that she was the supervisors supervisor. [redacted] has told me something totally different than the other three reps from NEW. [redacted] 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 [redacted] 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

Review: I purchased a protection from the NEX for my [redacted] and right before the protection plan ended, about 9 months ago I purchased the renewal protection plan for my [redacted]. When purchased in the renewal, Everything was going over the phone because I'm stationed in Houston, Four hours away from a military installation, and they would not e-mail me a receipt or A copy of the protection plan so I would know what was covered. The renewal over the protection plan was $489 which they drew out of my account and everything was done over the phone. When I call them back again and still for receipts and four Pro for my protection plan they told me that they could not e-mail me or mail me any of that but everything will be under my information when I call in. My laptop recently got broke by my till-year-old daughter and I called them to have my computer fixed but I cannot fix my computer because they said with the renewal they do not cover accidents. But when I purchased everything which was over the phone they told me this is a renewal so yes it still covers accidents. Six months after purchasing the renewal my computer broke and they fixed it. Now my laptop is broken again and I can see if they said there is a max car year that they will fix my laptop but for them to say that they won't fix it at all. I don't like this is false advertisement and bad business for them not to be able to send me any receipts or even proof of purchase and also what is covered and what is not. They won't Mail or e-mail any information on my purchase soon so the only thing that I have is my bank statements were they charge me for the renewal and there where when I call them over the phone but now their word is changing when I leave my laptop fixed. They are stating that they won't fix it and will only give me back my renewal protection plan prorated.....I do believe this company is scam and liars.THIS IS FALSE ADVERTISEMENT AND COMPLETELY BAD BUSINESS!!!! THIS COMPANY IS SCREWING OVER THOUSANDS OF SOLDIERS!!!Desired Settlement: I would like my entire $489 (est). refund. I would also like for them to fix my laptop because that was I was told when I purchased the renewal for the protection plan in the first place. The thing that amazes me is the they fixed my computer in April after purchasing the protection plan so why was that not told to me when they fixed it immediately after receiving my payment then? . I want them to tell the Soldiers what their plan covers, give receipts & full details on their plans. That's fair

Business

Response:

January 26, 2015

Review: I purchased an extended warranty from [redacted] who sells asurian policies for drops/cracked screens to cover [redacted]s electronics. they will not honor.

I purchased a [redacted] tablet online from [redacted] in 2 of 2014. At that time I purhcased a product replacement warranty through [redacted], backed by asurion. in 11 of 2014 the tablet was dropped and broken. I called asurian as per the emailed product warranty details directed me to. I was transferred to multiple people, hung up on and ultimately told I had to provide proof of the policy sold by [redacted] for the product. Their email of the product coverage indicates that the products are automatically registered for online purchases which my purchase was. my service request number with assurian is #[redacted]. I have sent the emailed proof of purchase and product warranty email to them as requested at [email protected]. I would like to have my warranty honored ASAP.Desired Settlement: refund of purchase price of product of $139.99 plus taxes/fees as per contracted warranty.

Business

Response:

December 9, 2014

Review: I was provided an email saying that my order was cancelled and that I would not be billed. I have called customer service multiple times and was yelled at, hung up on, and told that it wasn't their fault that my credit card was billed. Yet they will not refund my credit card.Desired Settlement: I would like a refund for the amount that was wrongly taken off of my credit card and I want a sincere apology for the rudeness of your customer relations department for the silent treatment, passing of the blame, and email that said that I wouldn't be charged even though I was. This is the worst shopping experience I've ever had and I'll be sure to tell everyone that [redacted] treats their customer's horribly.

Business

Response:

Hi [redacted],

Please have the below complaint redirected to be filed against [redacted]. The customer compliant is regarding a product purchased from them that was never received and he was still billed.

Thanks,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This complaint was to be filed with [redacted]. They charged me for an item that I did not purchase.

Regards,

Review: On 8/814, I purchased a [redacted] s III cellular phone and the extended warranty for the phone, from [redacted] . On 10/20/2014, I dropped my phone and cracked the screen. I have tried to log onto their web site since 10/20/2014. I tried using an [redacted], cellular phone and a regular desk top computer. I have been unsuccessful. I called the company today. While on hold they disconnected the line. I called back and spoke with Faith(operator [redacted]). She explained that it would cost me an additional $39.00 for them to verify the serial number on the phone and then that they would send me out a replacement phone. I asked why. She informed me that on 8/6/2014 they had made changes to their contract. I was unaware of these changes and not happy.it is outrageous to charge $39.00 to open a phone and verify a serial number!! I also DID NOT know about these procedures, due to the changes only two days before I made my purchase. She informed me that [redacted] had given me the wrong product protection plan and that there was nothing that she could or would do except take my credit card numbers and charge me $39.00. I asked to speak with her supervisor, Trevor ([redacted]). He told me the same thing. Sorry about the inconvenience but there is nothing that he could or would do except for take my credit card numbers and a $39.00 payment. He told me that it isn't their fault that the correct product care plan information was unavailable at [redacted] and that they were enforcing the plan that I was unaware of. This is wrong. I do not beleive that [redacted] sold more product replacement plans then Asurion had sent them, I do not beleive that Asurion had provided [redacted] with the updated product care plan documentation until after they modified their warranty procedures.Desired Settlement: I would like them to honor the agreement that I was provided with at the time of purchase. The previous procedure was either a [redacted] gift card or a refund check mailed to you.

Business

Response:

November 21, 2014

Review: I purchased a laptop from [redacted] along with insurance protection provided by Asurion.And a customer representative consealed important information .

I purchased a laptop from [redacted] and protection insurance provided by Asurion.I had to contact [redacted] to inform them about an issue with the laptop and they had a represtative contact me back stating they will send a box for us to ship the item. Once they laptop was sent I had to call after noticing a long period of time and not recieving the laptop back. Spoke to a Asurion Representative who informed me that I had two options a refund or another laptop. Where they failed to mention is if I choose another laptop it would be a refurbished laptop. We thought about our options and called back and choise another laptop. We recieved the laptop and the screen had a white like whole called Asurion to inform them for a representative to tell me my insurance is no longer available and there is nothing they can do, I requested a supervisor, manager or corp information and was informed I will be contacted back and I am still waiting. I am so dissatisfied and did spread the word to family and friends to find out the have had similiar issue with them thur sprint.Desired Settlement: a refund which was previous option

Business

Response:

November 6, 2014

Review: I purchased a hp pavilion g7 notebook on February 28, 2013 with a service plus replacement coverage by [redacted] beyond the warranty. I have called them about several issues and [redacted] 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 [redacted]. 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 [redacted] 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: [redacted]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:

Review: Accidental damage to a laptop in which it fell along with a cup of coffee from a counter.. I was directed to wipe it down and let it dry, then ship it with provided label. Computer was shipped via UPS ground - clean & dry. Upon service company's receipt of the unit - mold had grown during transport as a result of the accident.

The company then shipped the laptop via UPS standard ground shipping. When I opened the box - a packing slip stated service was denied and unit was said to be a BIOHAZARD! The outside of the box was not labelled stating it contained a Bio-Hazard. I was told to have the unit professionally cleaned, company refused to put the statement in writing.

I also called UPS - and the Service company did not inform UPS that the contents were labelled a Bio-Hazard. When I spoke with [redacted] ID#[redacted] - he stated that he knew nothing about that. I inquired as to whether this was standard practice of the company - and he could not answer. The outside of the box was not labelled and I did open it inside of my home.

The company refuses to honor its warranty against the accident or anything that happened as a result of the reported accident.Desired Settlement: Honor the warranty as written.

Business

Response:

May 22, 2013

Review: I recently purchased a child's play tent from [redacted] 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 warrantyDesired 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

Review: We bought Insurance on a pool table we purchased from [redacted]. This was from N.E.W. when we called to tell them about the problems we have, they had someone look it over and take pictures. Then I received a call from them to telling me that they will not cover this because they don't have the parts and they only cover mechanical problems. When we bought this plan we we're told they cover all the parts. Then my husband was told we would get the explanation in a few days when he called them back. We never received that.Desired Settlement: If they don't have the parts, to this table we would like to get a refund on the table. It was broken when we bought it.

Business

Response:

April 2, 2013

Review: 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

Review: I had this insurance plan call Protection Plan Premier through [redacted] with accidental damage which is administered by NEW LLC (Asurion). A few weeks ago I sent my laptop for repair (broken bezel, screen bezel, hinges and dvd drive not working). After more than 2 weeks I got my laptop back just to realized that it was missing a 2GB memory stick, mine had 4GB. They also replaced my dvd drive that was a HD DVD (High Definition DVD, similar to [redacted]) with a standard one, which doesn't play HD DVD's because of its lower specifications and was even dusty and dirty. I contacted them and spoke to a representative called Megan, she denied that the DVD drive was replaced, because there were notes about it and that she will inquire about the memory stick with the repair center. Although she never mentioned it, I was treated as a liar. To prove my case I just found pics dated that I took before shipping it. One of them shows the side of the laptop where the drive is located and the HD DVD logo can be seen clearly. She never called me back. By the way my [redacted] Claim #[redacted]Desired Settlement: Get my 2GB memory stick back and a working HD DVD or [redacted] drive and apology for such inconvenience and poor customer service.

Business

Response:

August 25, 2014

Review: I purchased a [redacted] Buyers Protection Plan on my son's Leap Pad2, purchased in November 2012. In early March, 2013 I filed a claim and sent back the Leap Pad as instructed and was to recieve a reimbursement in 7-10 business days. Had to call twice during this time to find out after the 7-10 days was up that they had our street name wrong. She said it would be sent out again and arrive in 7-10 business days, I asked for it to be overnighted at that point and thought that was the least they could do for their error. They would not and said it had already been sent out. Called a few days later to check on the status, to find out it had just been sent out the day before, maybe I would have it in a few days before we left for vacation, maybe not. We did not recieve it. My husband was then told on April 4 that it would arrive of Monday April 8. I had to purchase a new one on my own on Saturday April 6, so my son could take it on a trip. I declined buyer protection. It is now Wed April 10 and we still don't have the reimbursement. I was told I would get a call back last night in 4 hours and never did. I called again this morning and finally recieved a call back 4 hours later. The first woman told me the wrong street address again, then when I spoke to her Manager, [redacted], Employee ID [redacted], besides her rudeness, just kept saying it would be here in 10 days, she had the correct address in front of her. They are going to have to resend it again yet give no explanation or care to why it hasn't been delevered. She said I couldn't speak with anyone of higher authority than herself. I have suggested over and over to have it overnighted and keep getting told this is not an option, and delievery confirmation is also not an option. Their suggestion that I wait yet another 10 days and hopefully it actually get delievered this time is a poor excuse for customer service.Desired Settlement: I would like my reimbursement overnighted with delivery conformation.

Business

Response:

April 23, 2013

Review: In August 2012, I had an issue with the HDMI ports not working. I requested service on 8-2-12. The main board was replaced on 8-7-12. I called on 3-19-13 to report that the TV was clicking on an off. On 3-28-13 the power board and main board were replaced. This was the second replacement of the main board in 6 months. The repair men left at 11:30. At 12:00, I tried to watch TV, and the remote would not register on the TV. I tried 4 remotes and none worked. I called back the repair man that had just been here. He said it sounds like an IR issue, and he would call the company to see it they would let him come back to work on it. He called back an hour later saying that it was a new issue, and that I'd have to file a new claim. I called NEW the warranty company, spoke to [redacted], and he set up a new appointment for service on 4-2-13. Late on 4-2, I called NEW because I had not received service. The 1st representative said that there was no record of my call on 3-28, and the number I gave for reference meant nothing [redacted]). I asked for a manger. The manager, [redacted], said that the system shows that I called, but not that I requested service. This was a Tuesday. Without even an apology he said that I could receive service on Saturday or Monday. It was already 14 from my initial request for repair, and he was wanting me to wait another 4-6 days because they didn't file my claim correctly. I asked if there was another provider, and I suggested the repair place from the repair in August. They were available to come on 4-4. I agreed and set the appointment. On 4-4, I received a call saying that they had to order the part and needed to wait 5-7 days. Why did it take 2 days to order the parts, and why was there no way to expedite the shipping considering they already missed the 4-2 appointment? The part finally arrived, and they came for the repair on 4-11. When the repairman attempted to repair the TV with the piece he brought, it DID NOT fix the problem. He again left and said it would take another 5-7 days to receive the replacement part, which again is the MAIN BOARD. So the board that was put in on 3-28 was defective. If it could have been the main board that had an issue, why wasn't it ordered with the other possible piece, so we wouldn't have to wait ANOTHER week? My husband is legally blind. I purchased [redacted] TV because it is large enough to not give him headaches when he tries to focus on it. We have now not been able to use the TV since 3-19, almost a month, and it has greatly hindered his quality of life as not only does he use the TV for entertainment but also for his CCTV, which allows him to enlarge written text so he is able to perform daily tasks. A swift resolution to this long lasting issue would be greatly appreciated.Desired Settlement: I think that we have been patient while waiting for pieces to be mailed without any concern from NEW for the hardship that it is causing my husband to not have his assistive technology for his disability. They have been unresponsive, rude, and installed faulty parts twice . My disabled husband and I should not have to continue to wait for a repair that should have been expedited due to lack of customer service. NEW should pay out the policy on a continually defective TV that they can't seem to effectively repair.

Business

Response:

April 23, 2013

Review: they will not allow me to file a claim at the store they sold the plan to me telling me the service was covered and the warranty company wont honor

my tv is not working and I have the 3 year warranty and they are refusing to assistDesired Settlement: a new tv or a repair of my tv

Business

Response:

June 24, 2014

Review: To whom it may concern,I sent my [redacted] All-In-One HP computer in for warranty work " colors going across screen" Asurion received the product on 10/21/14, at which time they sent an e-mail that claim was opened, product received and diagnosis in progress. In this email, there was not mention of product damaged until a whole week later on 10/31/14 at 4:55pm when I received a call stating the product had been compromised. I asked what this meant and Heather proceeded to tell me I dropped the product. I told her that at no time was this product dropped and it sat on my desk from the day I purchased it. She stated she had pictures of damage and if I had taken pictures as well, I told her I had not taken pictures. After speaking to Heather, I then spoke with 3 other reps of which 2 were supervisors so they said. All basically stated damaged was done on my end. This is not true, I told my husband what was going on after getting off work and he stated he had taken pictures before he boxed the unit. He also had to add additional stuffing in box since what they sent to us did not hold the unit in place properly. The claim number with Asurion was #[redacted]. My unit had no damage when sent to them and I do not know how to prove this happened on there end.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I have pictures of my unit and pictures of damage, but no pictures of box they sent me that unit came out of on their end. Please help me with this problem. My name is [redacted] of [redacted] Wichita,Ks [redacted] ###-###-####

Business

Response:

December 11, 2014