- Report: #481328
Complaint Review: NEW - National Electronics Warranty Corp. - smyra Tennessee
-
Author Not Confirmed
Why?
NEW - National Electronics Warranty Corp.
1850 midway ln smyra, 37167 Tennessee, United States of America
Phone:
1866228635
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
NEW - National Electronics Warranty Corp. Asurion Sent unprofessional letter that claimed unauthorized tampering with product sent to be repaired, voided the warranty. All calls to warranty dept placed on hold for an hour without be answered citronelle Alabama
I bought an xbox 360 from Walmart in Saraland Alabama, a week after the year warranty ran out the xbox quit working. I called Walmart and was provided with contact info for (ASURION) in Smyrna Tennessee. I spoke with "David" (middle eastern voice) and he was nice and very apologetic ( I wish I had a dollar for every time he said he was sorry). He informed me that (Asurion) was the warranty claim center and that he would send me a prepaid shipping label so that I could send in my xbox 360 for repairs.
I was supposed to be informed within 48 hours of receipt of the package. That never happened. About a week later I received a package from Logistics Warranty same address as (Asurion). Inside was my xbox 360 (with greasy finger prints and something moving around inside) and a typed letter with no official markings or signature.
This letter stated that they ( NEW) had voided the warranty due to the unit being opened and damaged by an unauthorized 3rd party. They had clear signs that (my) tools were used to force open the plastics of the unit, a ribbon cable had been removed and screws were missing.
They further stated that if i had any questions to contact the warranty provider. So, I contacted (Asurion) I spoke to guess who ("David") They informed me that I needed to contact (NEW) National electronics warranty) Now I feel like I'm getting the run around.
I explained to "David" that I didnt understand what was going on, because I didnt open the unit or tamper with it in any way. I even explained to him that there was a game disk still inside and that I didnt try to remove it because I didnt want to do anything that might VOID the warranty. He said he would complete a complaint form and someone would return a decision within (24) business hours. Today made (12) days and no return phone call.
I called (Asurion) and got someone other that david, I could hardly understand her (also middle eastern voice) so I dont know her name. She too was very sorry about the problems and said that I needed to contact (NEW) that (Asurion) was the claim center. I made several attempts to contact (NEW). Each Time I was put on hold, once for 45 mins and the second time for 1 hr.
I even called Walmart and spoke to a manager (Kelly) and she said that Walmart wasn't responsible that I needed to contact (NEW). She was kind enough to take my name and number to see if she could contact (NEW) for me but I havent heard from Walmart either. I would like to know if anyone has similar problems or any suggestions.
4 Updates & Rebuttals
Doug
Russellville,Arkansas,
USA
I can help you
#2UPDATE Employee
Sat, October 24, 2009
Billy,
Please call in and ask for Doug the Resolution Specialist. They will email me your information and then I will call you back to assist. I look forward to your call.
BlueFalcon
USAAsurion insider
#3UPDATE Employee
Sun, September 27, 2009
Lets start at the beginning. If your unit was having the Red ring of death or E74 error then it is under warranty with Microsoft for 3 years. No one is ever notified when the units arrive in the warehouse. Logistics Warranty is in the same building and same area as Asurion. They are actually the same company. David is a young Caucasian male who has little to no knowledge of how to repair gaming consoles. It is his job to make sure things get swept under the rug, and never make it to higher management. He is a whipping boy for William Wade the first shift supervisor. NEW was bought by Asurion but acts like a separate entity. The NEW call center actually never even sees your consoles. Asurion is an unauthorized third party facility. They are not register or in agreement with Microsoft what so ever. William Wade is and has been known to make poor decisions in reference to repairing your consoles. He knows nothing about engineering or repairing gaming consoles. He has repeatedly told technicians that their job was to do what he says and has threatened to let people go if they did anything different. Now with the economy how it is you can see why no one is fight them. Wal-Mart after 90 days has no responsibility, and we can not fault them for it.
I would say that if you ever buy a gaming console again then get it from Best Buy their warranty is to replace your unit.
Asurion's business idea is to fix your unit for atleast 90 days. At which point, if you have to send it back in they get paid additional funds. I would demand evidence of the reasons they voided your console warranty. They must show proof that you contributed to the issues. They have only recently start recording images so there is a great chance that they will not be able to fight you. Demand to talk to the boss over William Wade's boss Rich. Do not talk to Rich or William Wade they will goose you every time.
I would like to apologize that you are having to go through this. I know that does not fix anything, but I am on your side. They need to fix units and have happy customers, but they are only worried about money and pushing units.
billy
citronelle,Alabama,
USA
another attempt to void warranty
#4
Tue, August 25, 2009
After contacting the Asurion/NEW company I received an email from William Wade the Technical Supervisor. He claimed that I received the wrong letter about why my warranty was voided. They original claimed that I or another unaurthorized person opened the XBOX console pulled off wires and lost screws. Now they say that this was not the case that I had WATER damage and that I received the wrong letter. I guess they have numerous voided warranty letters and they just got confussed and sent me the wrong one. Either way they insist on voiding the warranty.
billy
citronelle,Alabama,
USA
added info
#5
Tue, August 18, 2009
The XBOX comes with a one year warranty from Microsoft. I purchased an extended (2) warranty from walmart. I accidentially left this out of the original report. Sorry for any confusion.
