National Electronics Warranty reviews and complaints

NEW is a great company that I have worked for from 7 years now. We do not fire out employees just like that or look for reasons to terminate their employment. NEW is one company that really cares for it employees and gives them 1st, 2nd and even a 3rd chance to correct their behavior pertaining to performance and reliability in the company. The Individuals who are not willing to work with or abide by the company policies even after constant coaching and feedback are the ones that end up losing their jobs at the company. NEW makes every effort to work with an employee, and if the employee is not willing to cooperate, they end up firing themselves from the company and then jump online to complain about how unfair their termination at the company was.

I am in the same boat as many of you. I have been dealing with medical issues for quite a while here in Arkansas. I was forced to take time off from work. I was in the hospital, seeing three specialists before and after I got out of the hospital, and was given paperwork for leave. On the FMLA form, a highlighted line was drawn halfway down the form and I was told by A.H our lovely HR individual that I only needed that part filled out by the doctor. I advised her that I was not just seeing ONE doctor. She then said for me to just have the last one I saw fill it out. I thought that was odd. Well, just to be safe, I had one of the specialists fill in the top spot anyway. Well, the last person to see me was only to see me for my hospital followup. They only wrote in what was happening at my check-up! So, I sent it back to the nurse. When I brought it into work, and after weeks o not hearing anything, I began to ask and was told nothing was filled CORRECTLY. PLUS! since I had the top portion filled out, and by a different doctor, they said the form was invalidated and could not approve my leave. Well, I argued that nothing was initially or properly explained and that there was a gross misunderstanding on everyone's part. What did they do? AFTER they had already cleared out my desk! They sent me back to work AT AN EMPTY DESK for the rest of the day so they could MEET on this. Obviously, I was humiliated and my team confused. If I did not return to my desk, it would have been considered walking out and I would have been fired without question but I wanted to see what would happen. I was fired the next morning after having come into work for an hour and a half. Again, being called out and having someone gather what little I brought into work that day and tote it up to the front desk. I am talking to an attorney so if anyone is doing the same post your email to "spearce" here.

I agree about the company finding ways to terminate people just as in my case. I was told I didn't call out properly when ron at rmc didn't mark that i called in. I am still collectin gunemployment and it was 2 weeks after i didn't follow what they call procedure that i was terminated. All bc of a pinched nerve in my back while being pregnant. I was an interim supervisor for the wah program and witnessed several people being terminated for wrong reasons. contact me if you file a lawsuit please. lbarrientos1@ATT.NET

I can understand, I was terminated due to medical issues that caused me to go over on points. The big problem was that the final 2 hours I missed that caused me to be terminated was because I put in for overtime for 4 hours on my day off and they put me in for 6. I informed a supervisor that I could not do the last 2 hours due to other things I had going on and that since I was not anticipating being there I did not bring my medication and could not go without it. The supervisor on duty refused to contact management to see about getting it removed. I then emailed management and when they got back on Monday they refused to do anything about it. To make matters even worse the day they terminated me they had other people box up my stuff and bring it to me. When I got the boxes home I found out that my bottle of medication disappeared. I called them and they said there was nothing they could do about it. I also later found out that they had been trying to terminate me for a long time. I am currently in the process of filing a complaint with EEOC and Legal Services and Disability Rights are assisting in the situation. The company refuses to give references which puts me in a bad position after being there for 6 years.

I was a supervisor with NEW in both Montana and Oregon and wittnessed this type of treatment numerous times. If a supervisor, manager, or "tower crew" member for one reason or another wanted someone out, it happened. I wittnessed numerous people get fired because their phone would miracously "be in the wrong queue"... something the agents had no control over... their phone placement in which queue is handled by the "tower" staff... but the agents would be fired. Need a wittness to their terrible treatment... let me know. Johnathan9809@yahoo.com.
Incidentally I was fired from the company when my son found himself with some legal problems and I was planning a trip back to Montana from the Oregon center to help him. My manager called me the next day, within 2 hours of me leaving the state, and told me since I was not gone yet I was fired.

Let me know if I can help. I was terminated today for crazy reasons after 2 years being with the company in Tupelo.

For the individual who has been with NEW for 5 years. The problem is that you do not listen to your people. It is hectic enough to have to help irate peoploe overthe phone, but when a person tries to make recommendations as to how you can improve things, you turn a deaf ear. I olunteered to help improve the system ON MY OWN TIME because people were being TERRORAIZED by the quality control people. It was a constant internal value. The other part of this is that there was too much conflicting information. The trainers sis not train, the supevisors did not support and the ultimate goal it to terminate you and train new people.

I was at the top of my team in lowest time per call and in percentage of problems solved, over 86%. After being promoted to CCR1 and given a raise the heat was on to find something for them to complain about. I had 1200 calls waitingand had been helping an irate cutomer for 29 minutes. When I saw I could not handle it I transferred it and took some more calls. I was told because of that one incident I ma be terminated so I simply quit. After examining this baffling situation it dawned on me that NEW gets paid by the federal government to train people. It is to their benefit to keep entry level people. This is the reason why people who have been employed for 1-2 years seem to be terminated for frivilous reasons. I was one of 16 people hand picke from 1200 applicants. After 3 years, not one single person is still with them. Stay away from NEW.

Ok here is one i also have worked for them for 4 yrs in south dakota and now i am being told that my ny/nj accest does not meet with their high quailty of standards. I agree this company does need a good slap in the face for the way they treat their employee's I know of 2 that were fired for having cancer. Am looking for a lawyer to take them on.

I am not exactly in the same boat as everyone here, but on a level I was kind of fired from NEW as well. I was actually an independent service provider for them that was contracted to do the appliance repairs. All of our customers loves us. We got calls from our previous customers saying that they are having another problem with their appliance and they called up NEW because they had an extended warranty on their appliance and NEW told them that we are not in their system. When I called up our service rep he said that he would put us back in their system if we would take a pay decrease. They wanted us to agree to a $70 flat rate for a service call when we are located in the country and they send us on calls that are up to 200 miles round trip. We wouldn't make any money at all. It costs $125 to fill up a tank of gas in a van. After months and months of not getting one call because we weren't in their system they actually send us a service call to do for a customer, but come to find out the only reason why they sent it to us is because the previous service company got the customer so mad that they refused to have the other service center back. When are they going to learn you get what you pay for. In my opinion this company doesn't care about customers or employees. They probably fired all of their employees for the same reason they pretty much fired me. All of you all probably made too much money in their eyes. Now because they don't care about their customers dealers are getting upset and they aren't selling NEW warranties anymore. You can't expect to stay in business when you don't care if your customers get good service.

I work there and have mastery in all core values, performances and have had a full years perfect attendence this whole year i've worked there. I'm a CHD tech support agent and if anyone feels like its a bad job your wrong. its just not the easiest of jobs but thats why you done get minimum wage it takes patience and dedication to succeed in a company like NEW. With -6 attendence points (3 free call-off available days without use of PTO) and PTO galore i feel no risk to lose my job because i'll never say anything completely degrating towards anything to a customer or violate any handbook policies those are like the dumbest things to do. Basically the handbook asks you to come in to work, do your job, and go home. Exactly what it should say!

Granted even after all my hard work and dedication I still havent gotten any of the promotions I've wants as a sup, QA, trainer, Program Specialist. I just am not ready yet in the eyes of the Talent Acquistion Team just yet that's all, I'll get there I wont give up

Agree, the point system is childish. On the other hand, it is the only method they have to put any controls on attendance. The Docgtors note thing...that's also childish. But if you have one, there should be no points at all for that absence. Managers and supervisors bias? Oh you can't mean that! Very heavily biased and if you're not in the clique, forget you. It is strongly probable that management at all levels is afraid of anyone coming through the ranks who will show them up. Beware of promotions! If you get one, it could be a step closer to the door. Typical technique is promoting a very qualified person, then undermining them in such a way that they cannot succeed. They will fail in upper managements eyes, and then be forced to 'seek career alternatives outside of NEW.' If you're serious about the company, like the job (customer service work), and are willing to be patient, then as companies go in this modern world, NEW is not so bad at all. As in all companies, you first have to prove yourself before even considering advancement. If you are having issues with another employee, or a supervisor or manager, there are avenues for resolution. The thing is, any company has the right to hire or fire employees based on thier performance. In a customer service phone center, one of the most important performance characteristics is attendance. Another is how you handle calls. A telephone representative may have low call times (stats), maybe because they handle the call quick, or maybe because they push the customer off the phone, or purposely anger the customer so they will escalate and thier call time goes down, along with thier performance evaluation. Although it is surely true there are those that don't belong in middle and upper management at all of the sites, most are hard-working, fair people. Before putting all the blame for your misfortune on the company, do an unbiased self-evaluation, and determine if there is something (s) you can do to improve your situation. I don't completely disagree with the above posts, just think everyone should try to look at all sides of the situation.

Attendance is super important at N.E.W. I worked there five years before getting fired for calling a supervisor a "liar" (which she is). Attendance was never a problem for me, nor was performance, but I knew many people who did get fired for one or the other. The steps for getting fired are well established and it is rare to get fired for a single call unless you were very rude. Monitoring of calls is random, and there are many calls which are recorded but not chosen for monitor rating. Shorter calls are more likely to be listened to than longer ones. I was an interim supervisor for about 3 months and have some knowledge of how all that works. During the training period, the first couple of months you work there, you can be fired for missing 2 hours (cumulative) and this can be lateness to work or breaks included. You accumulate "good" points by being there on time every day and taking your breaks within the limits you are told. After a few months, you can afford to be late once or twice. Having a doctor's note does not keep you from all points, it only cuts them in half. If you want "no" points for getting sick, you have to submit a Leave Of Absence, and you can do that if you are sick for 3 days, and you can do it after you come back. These things should have been explained to you during orientation, but they are in the Employee handbook. It's surprising how many people don't read!

On the other hand, there is a deliberate plan for getting rid of problem employees. In supervisor training, you are taught to categorize by attitude and knowledge. Quadrant 1 is when you are new and enthusiastic, but lack knowledge, Quadrant 2 is when you are experienced but still enthusiastic, Quadrant 3 is when you are experienced but lack enthusiasm and maybe start to complain about things, and Quadrant 4 is when you have been there long enough to need re-training, and lack enthusiasm also. They attempt to get rid of people in Quadrant 3 before their lack of enthusiasm spreads to others, and before their skills get rusty enough to affect their work. This is spelled out in the CBT's for Supervisor training.

I am a current employee for NEW and I love this company. They have bent over backwards to accomadate me. I was with them for 1.5 years when I got really sick. I had to go on LOA and then FMLA. The HR people were very helpful and made everything very clear to me. I was let go after awhile becuase I wasn't able to come back from my FMLA on time but they didn't stop my unemployment at all. After my illness subsided I was hired back on with this company and once again I have become disabled and needed to have my hours cut again. They asked me for documentation and I provided it to them and low and behold they worked with me again iwthout any recourse. For you people who complain that this company is crap and worthless you are so wrong. They are the best company by far to work for. As far a many of their policies that you are complaining about. It isn't them it's actually Directv and therre procedures for being contracted through them. They have the following script procedures and quality guidelines. So don't gripe about how this company is ran. If you bothered to listen as said before in training you would be aware of all the policies and procedures and everything would have been alot better for you. I have in total been witht his company now for 3 years and love it.

You know, it's really disheartening to see so many people complain about the company I've invested the past nearly 5 years to. To see so many complain about the attendance policy, and knowing myself for a face, that every NEW CCR signed an document stating you'd abide by the company policies for missed time. I also know that for the W@H department, you sign off stating you're aware of what will happen if you have system issues at home and to have a backup plan. I've spent time in both the call center and W@H teams and they have been the best group of people I've ever worked with. I've said this on other posts on this site, I've been in on the day one discussion with over twenty classes and I know exactly what HR covers, and oddly enough, it's just about everything people are trying to dog on NEW about. I can tell you from experience that most people show up, tone out everything that's being said and then wonder why they don't know about the policies. Every company has a handbook full of policies, maybe it'd help if it was written in crayon and had pop up pictures... Just an idea...

"N.E.W.'s worse enemy"

I found that name quite funny.

I've worked at a call center before and these complaints sound fairly familiar, but to be honest...it's hard being in management with [censor]s that barely have a grasp of the English language working underneath you.

All these people worked up and looking for a lawyer are always the same type that take advantage of every single opportunity they get to be terrible employees.

Companies have to run businesses and that's hard to do with people who don't show up for work.

Sorry, that's just a fact of life with any job you get, even your next ones at McDonalds