- Report: #1077417
Report - Rebuttal - Arbitrate
Complaint Review: National Electronics Warranty, LLC
National Electronics Warranty, LLCP.O. Box 1340, Sterling, Virginia 20166 Sterling, Virginia USA
National Electronics Warranty, LLC Dell Service and Replacement Plans for Portable Products - No accidental or spill coverage Sterling Virginia
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Purchased a SLR Camera from Dell. Purchased the DELL Extended Protection Plan for an additional $200. Used camera for a vacation trip and my son accidentally spilled his drink on the camera. Wiped camera off and it worked for a day before it failed. Contacted N.E.W. and explained what happen. They advised me camera is not covered by their policy for spills. But yet on the DELL Website it clearly states, "Drops, Spills, and Cracked Screens." I explained to the individual on the phone where this is stated and he told me, "...if drops and spills where covered, we would be out of business."
Told him I wanted to cancel the policy. Was advised to send in a letter stating I wanted to cancel with proof of purchase of both camera and policy. Sent request in by register mail only to call and "hear" they never got it. Sent a second certified mail with signature required and was told they had a note in the system and it can take up to 10-30 days for refund.
I contacted Dell and was told what is on their website is covered and N.E.W. is wrong. Dell forwarded my call to four other people with no resolution. I finally asked Dell your website on what is covered is wrong and is misleading. Regardless, my compliant is with N.E.W. for their policy clearly states, "What is Covered: Depending on the Plan you purchased, as indicated on your sales receipt, this Plan covers parts and labor costs to either repair or replace your product in the event your product experiences a breakdown including those due to a unintentional or accidental damage from handling as a result of normal use (“ADH”) which is not concurrently covered under any other warranty or service contract."
Summary, N.E.W. or National Electronics Warranty, LLC is not a company to deal with. Interpretation of the terms of their policy is by them and them only. Accidental damage does not include drops or spills. Communication to them must be by signature mail as proof they received it. Two of the individuals I spoke to were very rude and basically told me I should have read the whole contract, (which I explained I did only to be told then get a college degree or hire an attorney).
I have advised Dell of my issues with N.E.W. will leave it at that.
This report was posted on Ripoff Report on 08/20/2013 11:10 AM and is a permanent record located here: http://www.ripoffreport.com/r/National-Electronics-Warranty-LLC/Sterling-Virginia-20166/National-Electronics-Warranty-LLC-Dell-Service-and-Replacement-Plans-for-Portable-Produc-1077417. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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