Complaints

This profile includes complaints for N.E.W. Customer Service Companies, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  N.E.W. Customer Service Companies, LLC

  Nashville, TN 37203-3421

  
• 

  N.E.W. Customer Services Companies, LLC

  22660 Executive Dr Ste 122 Sterling, VA 20166

• 

  N.E.W. Customer Service Companies, LLC

  140 11th Avenue North Nashville, TN 37203

  
• 

  N.E.W. Customer Service Companies, LLC

  82 Totowa Road Wayne, NJ 07470

• 

  Power Plus

  PO Box 1340 Sterling, VA 20167

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. MacBook Pro Repair Gone Wrong (Approx. Value: $1,700)I submitted a claim through ****************** service for my 2017 MacBook Pro due to battery issues. ******* instructed me to bring the laptop to one of their authorized repair centers. However, without my knowledge or consent, the repair shop replaced not only the battery, but also the logic boardunnecessarily. This replacement altered the internal serial number of my MacBook, rendering the device ineligible for any further support or repair through *****. Worse, the logic board they installed was under remote management of ************************, further limiting the device. Now, neither ***** nor Asurion will take responsibility or support the device, effectively leaving me with a $1,700 loss.2. iPhone 12 Replacement Flagged as Lost/Stolen (Approx. Value of $830)In October 2023, I filed a claim for a damaged iPhone ****************************************************************** March 2024, I attempted to trade in that replacement device during a promotional upgrade with **** (iPhone 12 for a free iPhone 16). However, I was told that the **** of the replacement iPhone Asurion provided had been previously reported lost or stolenwhile under T-Mobile. Because of this, my trade-in was denied, and I lost the promotional value of the upgrade. I now have an iPhone 16 I had to pay for in full and cannot return due to being past the return window.Resolution Requested:I am requesting reimbursement or fair compensation for:The value of my MacBook Pro, which is no longer usable or repairable due to Asurions unauthorized and harmful repair process.The loss of trade-in value due to Asurion issuing a previously blacklisted iPhone 12.Ive attempted to resolve these issues through proper channels, but Asurion has not taken responsibility. I would appreciate support from the BBB to help mediate this complaint and find a fair resolution.

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  ***** *******
  E-mail: *******************************
  
  Re: Case # ********
  
  Dear ***** *******,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The case you filed with the BBB on May 1, 2025, states:
  
  1.MacBook Pro Repair Gone Wrong (Approx. Value: $1,700) I submitted a claim through ****************** service for my 2017 MacBook Pro due to battery issues. ******* instructed me to bring the laptop to one of their authorized repair centers. However, without my knowledge or consent, the repair shop replaced not only the battery, but also the logic boardunnecessarily. This replacement altered the internal serial number of my MacBook, rendering the device ineligible for any further support or repair through *****. Worse, the logic board they installed was under remote management of ***********************, further limiting the device. Now, neither ***** nor Asurion will take responsibility or support the device, effectively leaving me with a $1,700 loss.
  
  2.iPhone 12 Replacement Flagged as Lost/Stolen (Approx. Value of $830) In October 2023, I filed a claim for a damaged iPhone ****************************************************************** March 2024, I attempted to trade in that replacement device during a promotional upgrade with AT&T (iPhone 12 for a free iPhone 16). However, I was told that the **** of the replacement iPhone Asurion provided had been previously reported lost or stolenwhile under T-Mobile. Because of this, my trade-in was denied, and I lost the promotional value of the upgrade. I now have an iPhone 16 I had to pay for in full and cannot return due to being past the return window.
  
  Resolution Requested: I am requesting reimbursement or fair compensation for: The value of my MacBook Pro, which is no longer usable or repairable due to Asurions unauthorized and harmful repair process. The loss of trade-in value due to ******* issuing a previously blacklisted iPhone 12. Ive attempted to resolve these issues through proper channels, but Asurion has not taken responsibility.I would appreciate support from the BBB to help mediate this complaint and find a fair resolution.
  
  The desired resolution listed in your case states the following:
  
  Refund; Replacement.
  
  Response:
  
  Our records reflect that you filed claims under two (2) separate programs: AT&T Protect Advantage for 4 (PA4) and AT&T HomeTech Protection (AT&T HTP).  For ease of reading, we will summarize your claim history by program:
  
  PA4:
  
  Asurion Protective Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 ("PA4") program, which is an optional device ********************** program available to AT&T's post-paid customers. *** provides coverage for up to four (4) eligible devices, including certain non-connected devices such as a Wi-Fi tablet or laptop, in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction. PA4 also includes Protech technical support.  Customers can file a claim by calling Asurion's toll-free number at ************** or by going online at **********************************************; On November 25, 2017, you enrolled the wireless account in PA4, and it remains enrolled.
  
  On September 20, 2023, you completed a claim for a damaged Apple iPhone 12 (128GB)(Claimed Device) for the wireless number ending in 5449.  During the claim process, you accepted the terms of the claim and authorized the $200 replacement deductible billed to the wireless account.  On September 21, 2023,an Apple iPhone 12 (128GB) (Replacement Device) was delivered to you at the address you provided.
  
  On June 26, 2024, the Replacement Device was reported as stolen to AT&T.  AT&T systematically blocklisted the Claimed Device to prevent unauthorized use, which is a routine practice for devices that are reported lost, stolen, or unrecoverable.
  
  Following receipt of the matter, Asurion confirmed that AT&T had previously unblocklisted the Replacement Device.  If you are still experiencing issues with blocklisting of the Replacement Device, we kindly ask that you contact AT&T directly to address those concerns.
  
  AT&T HTP:
  
  Separately,on August 25, 2024, you enrolled in the AT&T HTP program.  AT&T HTP is an optional service contract program (it is not a plan of insurance) that provides service contract coverage for an unlimited number of eligible consumer home electronics.  Specifically, AT&T HTP covers home office, home entertainment, smart home, and personal wearable products in the event one of those products experiences a covered breakdown.
  
  On May 2, 2024, you filed a claim for an Apple Macbook Pro laptop (the Product)due to a rapidly draining battery.  You satisfied the required service fee and were instructed to visit your local uBreakiFix ("UBIF") to resume your claim.  On May 10, 2024, UBIF completed the repair. 
  
  On May 14, 2024, you reported that the Products battery was still rapidly draining and it was overheating.  Asurion instructed you to send the Product to Asurions service depot, where it was received on May 21, 2024.  The Product was successfully repaired and returned to you on May 29, 2024.
  
  You did not contact Asurion again regarding the Product until December 29, 2024,when you filed a claim due to malfunction. Asurion instructed you to send the Product to Asurions service depot,where it was received on January 3, 2025. Unfortunately, a message appeared on the Products screen, requiring a login ID and password to access it.  Therefore, the Product was deemed ineligible for service and returned to you unrepaired.
  
  On January 29, 2025, you filed a new claim, stating that when the Product was repaired in May 2024, the motherboard was replaced, after which the serial number was different, and the screen reflected that it was remotely managed by an account other than yours.  On May ******, you provided the Proof of Purchase and requested a reimbursement, which you reported went unresolved.
  
  Following receipt of this matter, Asurion researched your concerns.  To resolve the matter, between May 15, 2025 and May 26, 2025, an Asurion Resolution Specialist (**) informed you via email that ******* had authorized a $465.24 Product reimbursement based on the replacement value, age, and condition of the Product immediately before the breakdown, in accordance with the Plans Terms and Conditions.  In addition, Asurion authorized a courtesy refund of the $218 service fee, for a total reimbursement of $693.24.  As of the date of this letter, you have not responded to the **.
  
  If you wish to move forward with accepting the Product reimbursement, please contact the ** using the contact information provided to you.  If you have any other questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Complaints
  Email ****************************************
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23275206

  Hi ****,

  Thank you for your detailed response. I want to clarify that I am the individual who originally filed this complaint with the BBB, and this is the first time Ive received any direct communication regarding potential resolution. It appears previous outreach may have been directed to ******, but I was not informed or included in that correspondence.

  I am rejecting the offer because of the following:

  Regarding the iPhone 12:
  There seems to be a misunderstanding. The replacement device provided by ******* had previously been under a T-Mobile contract and was reported lost or stolen during that time. As a result, the device remains listed as previously blacklisted and unusablenot only for trade-in purposes but also for prepaid ****.
  
  I confirmed with ***** that this issue stems from Asurion distributing a flagged device. (An Asurion representative also acknowledged that the **** was listed as previously reported stolen under T-Mobile.) I was never made aware of this prior status, which violates the eligibility terms for trade-in promotions. I only discovered this when AT&T denied the trade-in during a promotional upgrade.
  
  Had I known the device had any history of being lost or stolen, I would have requested a clean replacement. Because of this omission, I was forced to purchase an iPhone 16 in full, losing out on the promotion. I am requesting reimbursement of approximately $800, the cost of the iPhone 16 that I would not have bought under normal circumstances.
  
  Regarding the MacBook Pro:
  I appreciate that a reimbursement offer was made, and Im open to continuing the conversation. However, I do not believe the current amount$693.24fully reflects the value lost.
  
  The laptop, which I purchased new for $1,700 with a custom 16GB RAM upgrade, became ineligible for Apple support due to an unauthorized logic board replacement that I was never informed of. This issue only surfaced when the device was reset and we discovered it was remotely managed by ************************
  
  Because this repair action altered the serial number and removed my ability to use, sell, or service the laptop, I believe additional compensation is warranted. The current offer does not account for the full loss of value caused directly by the undisclosed repair.
  
  In Summary:
  While I appreciate Asurions willingness to offer reimbursement for the MacBook and the refund of the service fee, Im hoping we can continue working toward a resolution that also acknowledges the iPhone 12 issue and better reflects the total losses Ive experienced.
  
  Im not rejecting the offer entirelyIm seeking a more comprehensive and fair resolution, and I would like to work directly with you to find it. Please let me know how best to proceed.

  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased home plus insurance to cover my electonics and need to file a claim. They will not let me file a claim unless I upload my drivers license or passport which I will not do as I am concerned about identity theft. I told them I can show them my license when I take my laptop to get repaired but they won't do that. I would like my 7 months worth of payments back or my laptop fixed.

  Customer Answer

  Date: 05/05/2025

  Asurion HomePlus 

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

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

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

  Under my phone number ************

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  **** ****
  *************************************************************************************************************
  
  Re: Case # ********
  
  Dear **** ****,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on May ******, states:
  
  Purchased home plus insurance to cover my electonics and need to file a claim. They will not let me file a claim unless I upload my drivers license or passport which I will not do as I am concerned about identity theft. I told them I can show them my license when I take my laptop to get repaired but they won't do that. I would like my 7 months worth of payments back or my laptop fixed.
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  Asurion Services, LLC (Asurion)conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter related to the Asurion Home+ plan (the Plan) that you enrolled in on October 21, 2024.  The Plan is an optional service contract program that provides service contract coverage for an unlimited number of eligible consumer home electronics associated with the customers residential address in the event they experience a mechanical or electrical failure caused by defects in materials and/or workmanship; power surge; normal wear and tear;or dust, heat, or humidity.  It also covers accidental damage from handling specified portable products.
  
  The Plans Terms and Conditions, which were available to you prior to your enrollment and emailed to you following your enrollment state the following:
  
  VI.  HOW TO MAKE A CLAIM: In the event your covered product experiences a breakdown,at least thirty-one (31) days after the term begins, you may file a claim by going online to *************************************** twenty-four (24) hours a day, seven (7) days a week or by calling **************, twenty-four (24) hours a day,seven (7) days a week.  You must file your claim with us prior to having service for coverage to apply; all repairs or replacements must be authorized in advance. Unauthorized repairs or replacements may not be covered.  If your covered product requires service, a service fee for each approved claim may apply, as described in VIII.  We may require you to fill out a claim facilitation form, and/or provide a copy of your State or Federal issued photo ****, other than a professional or student license or ****, prior to receiving ********************** or replacement or reimbursement for the covered product.  Any abuse of this Plan by you, or discovery by us of fraud or material misrepresentation in the presentation of a claim including but not limited to filing a claim for a product not belonging to you,may result in claim denial and/or cancellation of this Plan as set forth in Section XV.  The cost to repair or replace the covered product cannot exceed the available balance of funds under the aggregate claim limit as set forth in Section X. All claims under this Plan must be reported to us within sixty (60) days after cancellation of this Plan.  (emphasis added.)
  
  On April 29, 2025, you filed a claim for a *************** laptop (the Product), reporting that it would not turn on.  During the claim process, you were advised that a complete claim facilitation form (***), which included a photocopy of a government-issued photo ID, was required to proceed with the claim process.  Please note that the claim documentation process assists Asurion with identifying the specific details of the covered product and its breakdown and also serves to provide verification of the Plan holder.  The claim documentation process is not meant to be an inconvenience but is in place as a security measure to verify the plan holder, prevent unauthorized claim activity by others on the account and to allow for the swift completion of a customers claim.  Asurions goal is to make the claim process quick and easy for its customers while also ensuring reasonable security measures (such as account verification/validation) are undertaken to protect Plan holders.  However, you later expressed your security concerns with providing the required photocopy of your government-issued ****
  
  As indicated above, a ***, along with a copy of a state or federal- issued photo ****, may be required prior to receiving service or replacement/reimbursement of the Product.  Although you declined to submit a copy of your **** due to your security concerns, we wish to assure you that Asurion has a robust security program in place that uses appropriate technical, administrative, and physical controls to protect all personal data against from accidental or unlawful destruction,loss, disclosure, alteration or use.  If you wish, you can learn more about this in Asurions Privacy Notice available at Privacy Notice | Asurion.
  
  Following receipt of this matter, on May 20, 2025, an Asurion Resolution Specialist (RS) contacted you to address your concerns and offered to waive the **** requirement as a one-time courtesy and informed you that the *** would still be required in order to move forward with the claim. 
  
  At this time, the claim is still pending the *** requirement.  If you would like to move forward with the claim, please provide the required ***.  If you have any additional questions or claim concerns, please contact the ** directly using the contact information provided.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  
  
  
  
  
  

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased *******'s Total Home Protection Insurance through ******* for $25 a month back in October. They said they would prepare or replace any electronic item in the house and it would be very quick. In early April, my laptop stopped working. I filed a claim, paid $100 fee and gave them my laptop. They said they would have repair or replace in about 5-6 days. it has now been 3+ weeks and now they say May 9. Every week i get an update saying it will take longer. I already had to buy a new laptop because 4 weeks without one does not work.I feel like it should have been replaced or I should have been given a check to replace well before 3+ weeks. the entire program seems to not be what I paid for, so i am requesting the $100 plus the $25 a month back, since they did not live up to what I was paying for. I already cancelled the program moving forward. I also want the laptop back, repaired, or a replacement laptop/check ASAP.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  **** ********
  **************************
  ****************
  
  Complaint ID # ********
  
  Dear **** ********,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  I purchased Asurian's Total Home Protection Insurance through ******* for $25 a month back in October. They said they would prepare or replace any electronic item in the house and it would be very quick. In early April, my laptop stopped working. I filed a claim, paid $100 fee and gave them my laptop. They said they would have repair or replace in about 5-6 ******* has now been 3+ weeks and now they say May 9. Every week i get an update saying it will take longer. I already had to buy a new laptop because 4 weeks without one does not work. I feel like it should have been replaced or I should have been given a check to replace well before 3+ weeks. the entire program seems to not be what I paid for, so i am requesting the $100 plus the $25 a month back, since they did not live up to what I was paying for. I already cancelled the program moving forward. I also want the laptop back, repaired, or a replacement laptop/check ASAP.
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your ******* laptop (the Product) under your ******* Home Device Protect plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product due to issues powering on. Unfortunately, the resolution of your claim was delayed due to an issue sourcing the parts necessary to complete the repair of your Product.
  
  According to our records,the matter was resolved when your Product was successfully repaired on May ******.
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about April 3rd 2025 I filed a Warranty claim with *******. I purchased a 85" TV through ***** on ********************, *****, and bought a 3 yr warranty. They selected a contractor to do the work and they arboout 4hour drive away from my address. Well fast forward and multiple calls to BOTH parties, nothing has been accomplished. as of May 1 2025

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  ***** ******
  *******************************************************************************
  
  Complaint ID # ********
  
  Dear ***** ******,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  On or about April 3rd 2025 I filed a Warranty claim with Asurian. I purchased a 85" TV through ***** on ********************, *****, and bought a 3 yr warranty. They selected a contractor to do the work and they arboout 4hour drive away from my address. Well fast forward and multiple calls to BOTH parties, nothing has been accomplished. as of May 1 2025.
  
  The desired resolution listed in your matter is:
  
  Replacement.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your 85 ************ (the Product) under your Army and Air Force Exchange Service plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product due to power issues. Unfortunately, the resolution of your claim was delayed due to an issue sourcing the parts necessary to complete the repair of your Product.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on May 6, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it. 
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My laptop broke I am covered under asurion and was told to ship back the item. I disclosed the battery had leaked and Im unable to ship the item back due to restrictions. Multiple calls were made to ************ to rectify the issue and collect my reimbursement. I told them I would have to go to bbb to get a resolution!

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  ******* *******
  ********************************
  
  Complaint ID # ********
  
  Dear ******* *******,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  My laptop broke I am covered under asurion and was told to ship back the item. I disclosed the battery had leaked and Im unable to ship the item back due to restrictions. Multiple calls were made to ************ to rectify the issue and collect my reimbursement. I told them I would have to go to bbb to get a resolution!
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your *************** laptop (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product because the battery exploded. Unfortunately, the resolution of your claim was delayed due to an issue with processing the Product reimbursement.
  
  According to our records,the matter was resolved when a Product reimbursement was issued and delivered to you on May 7, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

  Customer Answer

  Date: 05/22/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Home Device ******************** Plan from Asuncin through *******. My first and only claim was a gaming laptop that was malfunctioning. I took my laptop to ********** as directed. When I picked up the repaired laptop there was noticeable damage to the case, presumably from opening it to execute the repair. When I inquired about the damage I was told Id have to file another claim (with a $99 deductible). Since the it was damaged during the repair, I was not satisfied. I called Austrian and they agreed to keep the claim open. I was then told that my laptop was unrepairable and they offered for me to take the laptop as is, accept a laptop replacement that was not comparable to mine, or accept $345. A refurbished laptop like mine is valued at $800. I called Asurian to request an evaluation of situation, since they damaged and devalued my computer. They said I would be contacted in one to two business days. I was never contacted and on the fourth business from my call I picked up my laptop that had been damaged by ******* or their subsidiary **********.

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  ***** *******
  **********************************
  
  Complaint ID # ********
  
  Dear ***** *******,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  Purchased Home Device ******************** Plan from Asuncin through *******. My first and only claim was a gaming laptop that was malfunctioning. I took my laptop to ********** as directed. When I picked up the repairedlaptop there was noticeable damage to the case, presumably from opening it to execute the repair. When I inquired about the damage I was told Id have to file another claim (with a $99 deductible). Since the it was damaged during the repair, I was not satisfied. I called Austrian and they agreed to keep the claim open. I was then told that my laptop was unrepairable and they offered for me to take the laptop as is, accept a laptop replacement that was not comparable to mine, or accept $345. A refurbished laptop like mine is valued at $800. I called Asurian to request an evaluation of situation, since they damaged and devalued my computer. They said I would be contacted in one to two business days. I was never contacted and on the fourth business from my call I picked up my laptop that had been damaged by Asurion or their subsidiary ***********
  
  The desired resolution listed in your matter is:
  
  Exchange.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your MSI laptop (the Product) under your ******* Home Device Protect ********************** plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use for certain enumerated portable products.
  
  You recently filed a claim for your Product due to powering issues. Unfortunately, the resolution of your claim was delayed due to reported additional damage caused during the repair and a dispute about the replacement value of your Product.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you, together with a courtesy refund of the service fee on May 7, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it. Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23240513
  
  I am rejecting this response because:

  Although I did receive a service fee refund  and a product reimbursement was agreed upon, I have not received the product reimbursement. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  ***** *******
  **********************************
  
  Complaint ID # ********
  
  Dear ***** *******,
  
  I am writing in response to the May 23, 2025, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
  
  Your rebuttal filed with the BBB states:
  
  Although I did receive a service fee refund and a product reimbursement was agreed upon,I have not received the product reimbursement.
  
  Conclusion:
  
  We are sorry to hear that you have not received the reimbursement.  Folllowing the receipt of this matter, the Asurion reissued the Product reimbursement on June 2, 2025.  We ask that you allow 5-7 business days to receive the reimbursement.  If you have any questions or concerns, please contact the ** using the contact information provided.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  
  
  

  Customer Answer

  Date: 06/08/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29, 2021 I bought a Bissell Spin Wave Hard Floor Expert Pet Robot for the purchase price of $270.66 through ******. At the same time I purchased a protection plan on the Bissell Spin Wave. I have sent in the Bissell Spinwave for repair to Asurion 3 times in the last year and the machine still does not perform correctly. It has a short runtime, can only clean one or two rooms, runs over the same area and cannot go to new areas and does not pick up anything. The second time it was returned to me supposedly after being repaired it was dead on arrival. I had to send it back and I assume the battery was changed out but the vacuum still does not run correctly. It needs to be sent in again but this would be the fourth time and the vacuum never works correctly after being sent in. I do not have the time to keep putting in for repair and packing it up to still receive a vacuum back that does not work. 3 weeks ago I sent a letter to *** Stradhaus CEO of ******* concerning these issues and never received the courtesy of a response. I bought a protection plan in good faith and I have been let down by Asurion. I am respectfully requesting a full refund of my purchase price as the Bissell Spin Wave cannot be correctly repaired to work as it should. Asurion has been given ample opportunities. Thanking you in advance for your time and attention to this matter.

  Customer Answer

  Date: 04/22/2025

  Clarification information - Bought at Amazon.  Asurion protection plan bought at the same time through Amazon.  Brand name is *******.  Model number 3115.  Serial number **************.

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  ******* *****
  *********************
  ********************-7425
  
  Complaint ID # ********
  
  Dear ******* *****,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  On November 29, 2021 I bought a Bissell Spin Wave Hard Floor Expert Pet Robot for the purchase price of $270.66 through ******. At the same time I purchased a protection plan on the Bissell Spin Wave. I have sent in the Bissell Spinwave for repair to Asurion 3 times in the last year and the machine still does not perform correctly. It has a short runtime, can only clean one or two rooms, runs over the same area and cannot go to new areas and does not pick up anything. The second time it was returned to me supposedly after being repaired it was dead on arrival. I had to send it back and I assume the battery was changed out but the vacuum still does not run correctly. It needs to be sent in again but this would be the fourth time and the vacuum never works correctly after being sent in. I do not have the time to keep putting in for repair and packing it up to still receive a vacuum back that does not work. 3 weeks ago I sent a letter to *** Stradhaus CEO of ******* concerning these issues and never received the courtesy of a response. I bought a protection plan in good faith and I have been let down by Asurion. I am respectfully requesting a full refund of my purchase price as the Bissell Spin Wave cannot be correctly repaired to work as it should. Asurion has been given ample opportunities.Thanking you in advance for your time and attention to this matter.
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your Bissell SpinWave robotic vacuum (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity;and power surges.
  
  You filed a claim for your Product due to malfunction. Unfortunately, the resolution of your claim was delayed due to multiple unsuccessful repair attempts.
  
  According to our records, on April 29, 2025, the matter was resolved when a Product reimbursement was authorized and issued to you.  Between May 2, 2025 and May 13, 2025, an Asurion Resolution Specialist (**) attempted to contact you multiple times to notify you of the Product reimbursement but was unable to reach you.
  
  We apologize for any inconvenience this matter has caused you and appreciate the opportunity to resolve it. If you have any further questions or concerns, please contact the ** using the contact information provided, or, alternatively, you may contact me by email. I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 05/20/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Jabra Evolve 2 75 headset from ****** on March 5 2022 that was shipped on March 11 2022 Order # ***-0578917-2866663 I also bought an extended warranty from Asurion same day Order # ***-5361711-4098600. The Headset microphone stopped working on April 15th. The Manufacture had a 2 year warranty. The Asurion states it will cover after the manufacture warranty. They are refusing to honor the agreement and said the warranty stars at day of purchases. (No Additional Cost: You pay nothing for repairs parts, labor, and shipping included.Coverage: ************ covered after the manufacturer's warranty.Easy Claims Process: File a claim anytime online or by phone. Most claims approved within minutes. If we cant repair it, well send you an Amazon e-gift card for the purchase price of your covered product or replace it.Product Eligibility: Plan must be purchased with a product or within 30 days of the product purchase. Pre-existing conditions are not covered.Terms & Details: More information about this protection plan is available within the Product guides and documents section. Simply click User Guide for more info. ****************** will be available in Your Orders on ******. ******* will also email your plan confirmation with ****************** to the address associated with your Amazon account within 24 hours of purchase.)

  Customer Answer

  Date: 04/23/2025

  Hello most of the answers were in the original post to you.

   

  1. Bought at ****** and bought extended warranty from Asurion.

  2. Jabra

  3. S/N *********** Jabra Evolve2 75

  Customer Answer

  Date: 05/18/2025

  Asurion did contact me and had me to send the unit in for repair.

  The Headphones came back stating they were fixed however the microphone is still not working on any device.

  I did reach back to them and have not received any new response.

  ASURION CLAIM UPDATE | 111-5361711-4098600 | #JC is the case ID

   

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

  Business Response

  Date: 05/19/2025

  Please review the attached document for Asurion's response to your complaint.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23224234
  
  I am rejecting this response because: Headset is still not working after it was sent to Asurion and reported to be fixed. It was not fixed.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/30/2025

  May 30, 2025                                   
  
  ****** ******
  **********************>****************
  
  Re: Case # ********
  
  Dear ****** ******,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on May 19, 2025, states:
  
  Headset is still not working after it was sent to ******* and reported to be fixed. It was not fixed.
  
  Response:
  
  We apologize that the resolution of your claim was delayed due to an unsuccessful repair.  According to our records, the matter was resolved on May 28, 2025, when a Product reimbursement was authorized and initiated by Asurion.  Therefore, we believe the issue raised in this matter has now been resolved.  We again apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************
  

  Customer Answer

  Date: 05/30/2025

   
  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.

  This is pending they send me the check as they promised in the attached email. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've sent my vacuum in twice now for error code 18. Both times I received the vacuum back not working with the same error code. The first time the document in the box said it was powered off for shipping and the wheel was replaced. The wheel was obviously the same wheel and the power was still on, draining the battery. Once charged to test, the vacuum had the same issue. Now, after going through the process again, I received the vacuum back missing screws and still with error code 18. I was told before sending back the second time that the vacuum was being sent in to check it for refund or replacement. I expressed my concerns that I have now been without a vacuum for a month. They assured me that they would be getting the situation handled correctly this time. I just got off the phone with them again, stating I need to go through the same process I just went through again, even after I told him that is what the previous lady just told me. He also told me that he cannot send emails, which I asked him how I got emails from him with the shipping label. I was lied to so they could avoid having to email me in text that I will be reimbursed this time. I also asked for a supervisor, manager, advisor or someone similar multiple times with his response being that none are available at the time. He lied again, as he told me a few minutes later that he had to talk to his advisor about something. I'm very unsatisfied when I'm lied to and when I'm told something will be done and it isn't.

  Customer Answer

  Date: 04/22/2025

  To clarify, this is a Shark Robot vacuum, purchased from the Shark store on ******. The insurance was purchased from the Asurion store on ****** at time of purchase. 

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  ** ******
  *************************************************
  ******************, OR 97753
  
  Re: Case # ********
  
  Dear ** ******,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April *******, states:
  
  I've sent my vacuum in twice now for error code 18. Both times I received the vacuum back not working with the same error code. The first time the document in the box said it was powered off for shipping and the wheel was replaced. The wheel was obviously the same wheel and the power was still on, draining the battery. Once charged to test, the vacuum had the same issue. Now, after going through the process again, I received the vacuum back missing screws and still with error code 18. I was told before sending back the second time that the vacuum was being sent in to check it for refund or replacement. I expressed my concerns that I have now been without a vacuum for a month. They assured me that they would be getting the situation handled correctly this time. I just got off the phone with them again, stating I need to go through the same process I just went through again, even after I told him that is what the previous lady just told me. He also told me that he cannot send emails, which I asked him how I got emails from him with the shipping label. I was lied to so they could avoid having to email me in text that I will be reimbursed this time. I also asked for a supervisor, manager,advisor or someone similar multiple times with his response being that none are available at the time. He lied again, as he told me a few minutes later that he had to talk to his advisor about something. I'm very unsatisfied when I'm lied to and when I'm told something will be done and it isn't.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably, resolve your matter. According to our records, you recently filed a claim for your Shark vacuum (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product due to a repeated device error.  Unfortunately, the resolution of your claim was delayed due to multiple unsuccessful repair attempts.
  
  Following the receipt of this matter, on April 21, 2025, April 23, 2025, and May 7, 2025, an Asurion Resolutions Specialist (**) attempted to contact you to address your claim concerns and obtain additional information to assist with your claim but was unable to reach you. The ** left voicemails and sent emails with their direct contact details. If you have any questions or concerns or require further assistance, please contact the Asurion Resolution Specialist directly using the contact information provided to you.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2023, I purchased a ******* Galaxy Book3 laptop from Amazon (Order #***-5395858-7337019) for $997.77. It was specifically listed as including the ***** ARC A350M **** I also purchased an Asurion 4-year protection plan (Order #***-2417482-5706653) for $159.99. Approximately one year later, the laptops hinge ("rotator piece") broke. I sent it to ******* for repair. However, the unit I received back did not include the ARC A350M GPU as originally purchased. I returned it again, was promised the correct model, but the replacement was still missing the **** I requested another return shipping box, but it never arrived and I gave up trying to resolve it further at the time. In February 2025, the same rotator piece broke again. This time, I escalated the issue and spoke with a supervisor who confirmed via email (Service Request #**********) that the repair would return the correct laptop as described on my invoiceincluding the ARC A350M **** Despite this written confirmation, the most recent replacement still lacks the correct **** This has been an ongoing issue for nearly a year, and I have made every effort to resolve it through the official channels I know how to. ******* has consistently failed to return my purchased device or provide an equivalent replacement, despite explicit documentation and acknowledgment of the original specifications. I am requesting either the correct laptop as originally purchased, including the ARC A350M GPU, or a full refund of $997.77 so I may replace it myself. The protection plan was purchased for this exact scenario, and it has not been followed through upon.

  Customer Answer

  Date: 04/27/2025

  In August 2023, I purchased a ******* Galaxy Book3 laptop from Amazon (Order #***-5395858-7337019) for $997.77. It was specifically listed as including the ***** ARC A350M **** I also purchased an Asurion 4-year protection plan (Order #***-2417482-5706653) for $159.99. Approximately one year later, the laptops hinge ("rotator piece") broke. I sent it to ******* for repair. However, the unit I received back did not include the ARC A350M GPU as originally purchased. I returned it again, was promised the correct model, but the replacement was still missing the **** I requested another return shipping box, but it never arrived and I gave up trying to resolve it further at the time. In February 2025, the same rotator piece broke again. This time, I escalated the issue and spoke with a supervisor who confirmed via email (Service Request #**********) that the repair would return the correct laptop as described on my invoiceincluding the ARC A350M **** Despite this written confirmation, the most recent replacement still lacks the correct **** This has been an ongoing issue for nearly a year, and I have made every effort to resolve it through the official channels I know how to. ******* has consistently failed to return my purchased device or provide an equivalent replacement, despite explicit documentation and acknowledgment of the original specifications. I am requesting either the correct laptop as originally purchased, including the ARC A350M GPU, or a full refund of $997.77 so I may replace it myself. This model of laptop has proven to have a faultily-made rotator cuff piece so I am partial to full compensation as opposed to a correct replacement, especially since Asurion has failed time and time again to return the proper equipment to me. The protection plan I purchased has not been followed through upon whatsoever. I have attached the file as evidence, but I was confirmed by Asurion:

  Hi,

   

  I hope this email finds you well

  This is will serve as a confirmaon email that a claim was filed for your :
  Product Descripon : ******* Laptop
  Date of Purchase : 08/15/2023
  Price : $949.99
  Thank you for reaching out to us about this claim , a new claim was filed with Service Request Number : **********
  You may send us back the laptop for a Service Repair , also , we had noted on this claim that once the repair is done ,
  you should get the same laptop specificaon back.
  A special instrucon was included on this claim for our service depot to be aware , included the details and
  specificaon of the laptop based on the receipt that you had provided :
  ******* 15.6" Galaxy Book3 Laptop PC Computer, 13th Gen ***** Core i7-1360P Processor/16 GB/512GB, Thin,
  Light , FHD Screen, Fingerprint Reader, HD webcam, ARC A350M 2023 Model, NP750XFH-XB1US, Silver
  If you have any quesons or clarificaon about this claim in the future , feel free to call or contact us back on Asurion
  Customer Service Number : ************
  Sincerely,
  ASURION PROTECTION TEAM

  Customer Answer

  Date: 04/27/2025

  I forgot to add the requested information:

  1. ******* Wireless

  2. ************** [my phone number] or ************** [my mother's phone number, who made the initial purchase for the laptop]

  3. Claim ID#: ********** from Asurion [BBB claim #: 23193481]

  1. purchased from ****** company: ******* electronics, Asurion protection plan

  2. ******* Galaxy Book3; Asurion

  3. Laptop specifications: ******* 15.6" Galaxy Book3 Laptop PC Computer, 13th Gen ***** Core i7-1360P Processor/16 GB/512GB, Thin, Light , FHD Screen, Fingerprint Reader, HD webcam, ARC A350M 2023 Model, NP750XFH-XB1US, Silver

  *** I purchased the ******* Galaxy Book3 laptop from Amazon (Order #***-5395858-7337019) for $997.77. It was specifically listed as including the ***** ARC A350M GPU, when I originally purchased the laptop, it had the correct GPU, but ever since I first sent it into *******, I have not been returned the proper laptop. I purchased an Asurion 4-year protection plan (Order #***-2417482-5706653) for $159.99.

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  ***** *****
  ***************************************
  
  Complaint ID # ********
  
  Dear ***** *****,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  In August 2023, I purchased a ******* Galaxy Book3 laptop from Amazon (Order #***-5395858-7337019) for $997.77. It was specifically listed as including the ***** ARC A350M **** I also purchased an Asurion 4-year protection plan (Order #***-2417482-5706653) for $159.99. Approximately one year later, the laptops hinge ("rotator piece") broke. I sent it to ******* for repair. However, the unit I received back did not include the ARC A350M GPU as originally purchased. I returned it again, was promised the correct model, but the replacement was still missing the **** I requested another return shipping box, but it never arrived and I gave up trying to resolve it further at the time. In February 2025, the same rotator piece broke again. This time, I escalated the issue and spoke with a supervisor who confirmed via email (Service Request #**********) that the repair would return the correct laptop as described on my invoiceincluding the ARC A350M ****Despite this written confirmation, the most recent replacement still lacks the correct **** This has been an ongoing issue for nearly a year, and I have made every effort to resolve it through the official channels I know how to. ******* has consistently failed to return my purchased device or provide an equivalent replacement, despite explicit documentation and acknowledgment of the original specifications. I am requesting either the correct laptop as originally purchased, including the ARC A350M GPU, or a full refund of $997.77 so I may replace it myself. The protection plan was purchased for this exact scenario,and it has not been followed through upon.
  
  The desired resolution listed in your matter is:
  
  Refund; Replacement.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter.  According to our records, you recently filed a claim for your ******* Electronics laptop (the Product) under your Amazon protection plan (the Plan).  The Plan is an optional service contract that provides coverage for the mechanical or electrical failure of your Product caused by defects in materials and/or workmanship; normal wear and tear; dust, heat, or humidity; and power surges.  The Plan also provides coverage for unintentional and accidental damage from handling (ADH) as a result of the normal and customary use of the Product.
  
  You recently filed a claim for your Product because the rotator was broken.  Unfortunately, the resolution of your claim was delayed due to a dispute regarding the missing GPU of the Replacement Device.
  
  According to our records,the matter was resolved when a Product reimbursement was authorized and issued to you on April 30, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email *************************************
  

  Customer Answer

  Date: 06/02/2025

  Complaint handled.