Report: #647454

Complaint Review: National Electronics Warranty (NEW)

  • Submitted: Mon, October 04, 2010
  • Updated: Tue, October 05, 2010
  • Reported By: MarisaS — Warren Michigan United States of America
  • National Electronics Warranty (NEW)

    United States of America

National Electronics Warranty (NEW) MicroMedics My notebook is in for the fourth time....7 months same problem sill exists & new ones added...the Lemon Law is being ignored. Internet

*Author of original report: REDEMPTION!!!!

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Notebook: DELL

Issue: DC port

Purchased at Sam's Club

Extended warranty co: NEW Corp.

Repair facility: Micromedics

My notebook would not hold a charge so I purchased a new battery and AC adapter before having to deal with warranty repair. I did not want to purchase a hard drive to backup my notebook so was very conscientious about what exactly would be needed to fix this issue. I contacted the original manufacturer, Dell, and they said it could be one of two issues. One being the DC port and two being the motherboard, neither of which had anything to do with the hard drive. I spoke with NEW Corp. (after being forwarded from Sam's Club) and they said, although they could not guarantee the hard drive wouldn't be replaced they agreed. I had no recovery disks and knew this may be a problem that I would have to deal with it they replaced the hard drive but I decided it was a chance I was willing to take, after all a notebook that works only while plugged in may as well be a pc!

REPAIR #1- The first repair was sent to Micromedics when it was returned the said the hard drive was corrupt (what a surprise) and needed to be replaced as well as the DC PORT!!! When it was returned to me it was a BLANK screen. Dell was willing to send me recovery disks for $75 so I opted out and decided to upgrade to Windows 7...I'm sorry not "upgrade" I had to pay FULL price for the entire OS as well as recovery software to put my 8,000 songs from my ipod to my notebook again. After the system was fully restored not even 5 days later (grrr) the very thing I wanted repaired was again not working.

REPAIR #2- I called NEW Corp. and they said I would need to send it back to Micromedics, the wait wasn't long at all to get it back the second time because they did nothing to it and blamed it on the battery. Awesome job Micromedics!!!

REPAIR #3- When I talked to NEW Corp. this time I made sure they knew it was NOT a battery or ac adapter issue and I would be happy to send them the additional battery & adapter I purchased BEFORE I even tried dealing with the warranty service (this is not my first time around the block). I REFUSED to deal with Micromedics and their incompetence so NEW Corp. sent me to another repair company. I don't remember the name because they didn't leave a great impact, although they did not rob me of a hard drive they only temporarily fixed the issue by replacing the DC port.

ANGER SETS IN: So after a month or so the EXACT SAME issue reappeared. At this point I read the service agreement and felt the LEMON LAW applied. I was informed that repair #2 was within the 30 day repair window and Micromedics was responsible for the repair so it didn't "count" seeing as it was a "return on repair" which btw explains why they didn't destroy any hard drives or attempt to fix the issue, no profit= "your battery is broke" which translates into "it's the customers fault.

So what's a girl to do???

I mean let's apply common sense to the issue, the DC port has been replace twice to no avail why not go for round 3 so I can finally get this notebook replaced!!! I only wish NEW Corp. could apply the same common sense... so far their bill is for 2 DC ports, an unnecessary hard drive and tons of shipping charges. Newsflash the Lemon Law would actually save you some money if you called it a day before repair #4 but hey I only talk to CSR's and they don't see that the bottom line is profit, something you are clearly lacking with my case.

Repair #4- So I sent it in. Micromedics again, I would never use them again but apparently NEW Corp. is willing to pay for yet another false repair so have at it! After about 30 days I called to check on the repair (7-10 days Micromedics time) and you would NEVER believe what they said!!!!!!!!!!!!!!!!!!!!! When they received my notebook (the one that only had measly power issue when it left my hands) DIDN'T EVEN TURN ON WHEN THE RECEIVED IT! They said the hard drive (ya know the one that is brand new that they replaced) is corrupt. Well, well, well!!! N.E.W. pay attention here, they are charging you for yet ANOTHER hard drive!!!!

So here I sit, anxiously awaiting my broken computer so I can sit on it for 30 days (to avoid that nasty "return on repair" stipulation) and hopefully finally get this issue resolved with a replacement because applying the rules of common sense, I would bet my first born that Micormedics will FAIL yet again. The problem is they aren't the failures, they charged you for two needless repairs and they got paid, they had no reason to actually fix the issue, on the contrary, the more they don't fix the issue the more money they make on repairs!!!!!

My advice to NEW Corp., pay attention to your repairs. If you can enter into a database how many times companies like Micromedics have replaced hard drives, for issues that have nothing to do with them and get one technically competent person on your team to weed out the companies that are taking advantage of you, you will have the most profitable year in your company's history. You enter into contracts with crappy companies like Micromedics because you think you'll save a few bucks but they are raping you and at the end said contract cost you way more than going to a legit company!

This report was posted on Ripoff Report on 10/04/2010 12:55 PM 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 Author of original report


AUTHOR: MarisaS - (USA)

Yesterday I called a number mentioned on a previous Ripoff report for New Corp. The person answered the phone "Hello this is Laura", I verified she was an employee of NEW and told her my story.  She apologized profusely and said "this sounds like a job for the Sam's Club escalation team", took my number and said someone would contact me very soon.  After all I've been through I was very weary that the shortest phone call ever made to NEW could do much to help my situation...WOW I WAS WRONG!!!

An hour later I received a message apologizing for the trouble and after further review they have decided to send me a check for the original purchase price and all I would need to do is call and verify that my address was correct.  I was completely stunned.  So much so that I called again today just to verify that a check would be mailed. 

LESSON LEARNED:  CSR reps have little authority.  I've talked to many and make it a point to be calm, kind, and explain my situation thoroughly, after all you rarely speak to the same one twice so anger only works against you.  After the 10 or so reps I've spoken with I was still just a matter of "procedure" for them, they are like robots with very little authorization that speak from a script (outsourcing actually makes sense to me now...with a script you can hire anyone!).  When I asked to speak with management I was told "there was none", this should have been my cue to end the call and research options other than the customer service number.  In the end that's what I did, I went higher up and requested help, she reviewed the claim and approved it within an hour.  I've yet to see the check but am fairly confident I will. 

Thank you NEW Corp, you have remedied my issue and hope one day you can fix your own issues with the shoddy repair companies you have contracts with like MICROMEDICS.

Anyone that needs assistance should read one of the previous reports for NEW Corp, the number was for someone named "Doug", it may not be a man named Doug but it certainly was the number that helped me the most!





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