Report: #979381

Complaint Review: NEW Customer Protection Company

  • Submitted: Sat, December 08, 2012
  • Updated: Sun, December 09, 2012
  • Reported By: BrianE — Rocky HIll Connecticut United States of America
  • NEW Customer Protection Company
    300 S. Wacker Dr Suite 1350
    Chicago, Illinois
    United States of America

NEW Customer Protection Company National Electronics Warranty Customer Protection Company inc. 11/27 my 13 month old LG refrigerator from Home Depot died. 12/8 with no ETA on getting parts or service Chicago, Illinois

*UPDATE Employee: Help from NEW

Show customers why they should trust your business over your competitors...

We purchased a $1900 LG refrigerator from home depot 10/5/2011.   First let me say that in my opinion the LG appliances are pretty much junk.  They look pretty and all that but this thing crapped out after 13 months and LG DOES NOT STAND BEHIND THEIR PRODUCTS beyond 1 year.   After 30 years in the electrical design field I can recognize a design flaw when I see one.  For this LG PC board to fail so radically in my opinion something is seriously wrong.  The board caught fire.  If you are unfortunate enough to purchase any major appliances from LG that story should keep you up at night.

The Home Depot contribution.  Turns out HD no longer manages their extended warranties. A company by the name of NEW Warranty Logistics, INC.  handles the warranty issues.  That isn't working out too well for me.  Here is why:

11/27/2012 our 13 month old $1900 LG refrigerator died. Absolutely dead.  The whole house smelled from something burning. I immediately called LG and after 20 minutes on hold was told that they refrigerator was out of manufactures warranty and that I had to deal with the company that I purchased from.  $1900, 12 month warranty.  Okay not unusual but then to have it burn up at 13 months doesn't cause me to every consider wasting my money on anything with an LG label.   Anyone I can ever talk to will be warned about LG. 

Home Depot could NOT find a record of our extended warranty coverage.  Pretty much HD is useless. You are on your own.  If you didnt keep your contract you are out of luck.  We did have the contract so on to NEW.

NEW Warranty Logistics contracted a local repair person on 11/27 but he was unable to make the call until 11/30/2011.  A Friday. He is going to need a part obviously so that means at best I am looking at 7 days with no refrigerator.  Well,  7 days would have been great. We are now looking at 2 weeks minimum and at this rate I am expecting 3 or more. 

The service tech ordered 2 boards for the unit from NEW Warranty Logistics.  NEW Warranty Logistics didn't even SHIP the first board until 12/4.  A WEEK.  They have STILL not shipped the second board.  In my opinion NEW Warranty Logistics is about the worst service I have EVER encountered.  The regional sales manager (New England) does not return calls and the people at the help desk are basically helpless.  They basically SAT on my PC board order for a week.  AND they have still not shipped both parts.   I can have this part for $175 overnight from an number of appliance parts places. 

What is wrong with NEW Warranty?  I have never received such poor service.
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This report was posted on Ripoff Report on 12/08/2012 12:34 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE Employee

Help from NEW

AUTHOR: Laura - (USA)

Hello Brian,

I am a representative from NEW and came across your posting. We understand your frustration and apologize for any inconvenience you've experienced so far with your experience.  We'd like to help.  In order to look up your claim, please email us at with the name and phone number you used to register your plan.  We hope to hear from you. 

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