Allstate Protection Plans

Hello, I am filing this complaint in regards to an *** item that was purchased alongside a SquareTrade protection plan. In October of 2018, I was in the market for a new home business laptop for photo/video editing. I ended up finding a *** that best suited my needs *** With this being such an expensive purchase, I felt it was wise to also include the recommended 1-year warranty provided my SquareTrade. I have purchased protection plans for most of my electronics and household appliances in past years so this decision was pretty much automatic for me. Months of nearly daily use, not a single issue occurred with this laptop. It worked completely as designed, and had all of the performance power and *** as advertised within the original item's description page. I was thoroughly pleased with my purchase. Since the majority of my photography edits are done at home, I wanted to have this laptop setup for using it with multiple monitors within my office. One of the primary reasons for me selecting this model was due to the dual thunderbolt ports in order to use it for that purpose. I began using a vertical docking station by Henge Dock to facilitate this. After a few weeks of use, all worked flawlessly. The laptop again, ran as expected without any lag at all during use while using this dock. After completing a project a few weeks ago, I disconnected the laptop from the dock and placed it inside of my laptop sleeve to take with me to a meeting later that day. When I pulled the laptop out to show a client the progress that was made with their photos, I was unable to power the laptop. I figured that maybe the battery was low. Although, this was unlikely since the dock also provides power to the laptop while it is docked. I left it plugged into a solid power outlet for a few minutes with no change. I eventually had to reschedule my meeting since I had no way of displaying my work. Very confused and frustrated, I brought the laptop back home and left on the charger overnight. I woke the next morning to check the status with no change again. The laptop still displayed nothing on the screen. After further investigation, I noticed that the laptop itself seemed to have power *** and I also could hear the ***" soon after the laptop was turned on, but still nothing was being displayed on the screen. I searched the internet just as anyone would in this predicament for a liable solution. Followed ALL recommendations on this page: *** hoping to resolve my issue. Of course, I was still unsuccessful. I figured I would try to connect the *** to another screen source and see if I could at least get something to display. Luckily I found a *** cable at home and connected my laptop to my TV. THANK GOD, I was able to see everything on my computer! Before I did anything else at all, I performed a Time Machine backup of the computer and made an additional data copy of all of my files. This gave me a bit a relief. Although the laptop would not display anything on the screen, I was grateful to at least have a chance to backup all of my pending work for my clients. This would have certainly been a true hardship if not. Finally I made the dreaded call to my nearest *** Store to schedule a genius bar appointment to investigate my issue. My scheduled appointment was set for Tuesday (1/29/19) around noon. When I arrived, I explained all of the details of my issue, my troubleshooting measures etc. The *** technician then took my laptop to the back area for a diagnostic. Maybe about 30 minutes later, he came back to the main floor and told me that the laptop itself is fine however the power source to the monitor is no longer functioning. He also stated that he too was able to connect the laptop to an external monitor and was able to see everything on the laptop just fine. He also stated that this is a common problem with the model *** that I have however, *** designed the monitor and *** to have separate power sources. This way, if the monitor goes out for any reason, the computer can still be utilized if need-be. He mentioned that there were no other issues with the laptop. It passed all other hardware diagnostic tests with the exception of the monitor itself. Since this *** was out of the *** warranty period, the cost for repair would be $475 plus tax. I would also be without it for 5-10 business days while it is sent to the *** repair depot. Knowing that I could not be without my work laptop for this long, I asked if there was any other options for me. The tech then mentioned that if I had any other coverage for the laptop that I should be able to have it repaired for free. I then asked the tech for a troubleshooting summary and left the store to contact SquareTrade to file a repair claim. Once I got back home, I went to visit *** purchase history page to get my purchase invoice saved and ready. Since I am familiar with the claim process, I already had a SquareTrade online account setup and registered. I went along with the filing process, uploaded the *** copy of the invoice that included the laptop, the protection plan and the grand total for everything. After it was submitted, I received an error message and was requested to contact the *** customer service number to complete my claim. I did so, and spoke to a service representative directly. He mentioned that the issue was due to the fact that the uploaded invoice did not display the purchase locations logo (***). I then re-uploaded another copy of the invoice from my email with the *** logo and all purchase info clearly listed. I called the customer service number yet again and went through the explanation of my issue with another technician. After this, the person that I spoke with stated that the updated document was received and that the protection plan will cover all repairs of the laptop. He also mentioned that a shipping box to ship the laptop to their repair center would be mailed to me in a few days. Days passed as mentioned and eventually I was greeted at my doorstep with a brown shipping box. Inside this box was a return label, laptop repair form and black packing foam to secure the laptop with. Not really sure that the laptop matched the correct size of the box and provided foam, I used my original *** box that the laptop came in when it was purchased along with the included cushions. I ended up cutting these cushions to fit the top and sides of the brown box to accommodate the extra box inside. I filled out the repair form, and included my *** adapter as well and secured the box for shipment. I also took a few photos of the box's contents for safe measure. Drove to *** and dropped off the box and waited until I was notified of its arrival. About 2-3 days later, I received an email that my laptop was received and that the repair technicians were evaluating the issue. A few more days went by, then on this past Monday (2/18/2019), I received another email from SquareTrade stating the following: We are contacting you regarding the claim you filed on your *** pro. An audit was preformed on your device and physical damage was found within the unit. Unfortunately, your warranty for this item does not include coverage for repairs with this type of damage. Due to this, we will not be able to proceed with repair and will be shipping back the item to you. Tracking information will be provided to you as soon as it is available. Since we are unable to cover your item upon your authorization, we can cancel the coverage and refund you in full the USD 179.99 you paid for this warranty. Simply reply back to this email with your authorization to cancel the coverage or call us at *** Completely confused, I called the number detailed in the email and asked to speak to a repair department representative. I was then told that the decision not to complete the repair request was due to body damage on the laptop, Thinking back to what could possibly be the damage that they were referring to, I mentioned that the only "damage" which I cant even consider calling damage would be a few surface scratches on the top lid and corner of the laptop. These details were also filled on the enclosed laptop repair form that was in my shipping box. Nothing at all that was ever noticeable at first glance nor affected the computer's performance in anyway. I also mentioned that the laptop has been in a hard case and kept in a protective sleeve whenever transported. Again, the rep went on to say that he was sorry but the repair could not be facilitated due to unit damage. Still confused and simply baffled at this point, I asked if I could speak to a repair department supervisor. I was told that someone would be contacted to take the line and assist me further then was placed on hold, After a few minutes I was directed to ***. For the third time, I explained my issues in detail. Explained the issues that I was having with the laptop initially and the reason it was sent to the repair center. I also stated that the laptops mere surface scratches should not render it from being serviced. I then went on to say that the laptop is in complete working order with the exception of the power issue with the monitor. I asked if the repair technician that was assigned to my case tried connecting it to an external monitor at all? *** again stated that because of the unit's damage, no repair action was made to the laptop. How is this a business practice?? If a customer makes a purchase online in good faith and then also purchases a protection plan for their investment, I would assume that there would be no issues with ever using the plan for repair purposes. I asked the supervisor was this something that is often practiced? *** then stated *** when on to extend his dearest apologies and stated that due to the damage, no repairs would be done. He also offered (as the email to me also stated) that since they were unable to fix my laptop, that they could issue a refund of my SquareTrade protection plan. I denied this offer immediately! There has to be a solution to my issue. I've now been without a working laptop for almost a month. I explained to *** that this was my bread and butter and that I my laptop is how I conduct business to pay my bills! I have been without it working properly for long enough and simply in need of the repair that I should have been guaranteed with my protection plan purchase. *** stated another apology and that unfortunately, this does not cover any accidental misuse of the item. Daily use of an item should not be classified as accidental. Extremely confused and frustrated as this point, I asked if a photo of the damage that was preventing my laptop from being repaired could be emailed to me. Again, this laptop was my daily workhorse and how I conducted all of my photo work so it was always used on a desk in an office in great condition. After awhile, *** emailed a photo of the laptop. I was in absolute disbelief in what I saw afterwards. Shocked to even explain what I was seeing. I asked him if he was sure this was even my laptop and perhaps it was a mix-up. The laptop showed a huge dent almost dead center in the bottom of the case! To the point where it look almost as if it was hit with a hammer and chisel! "What happened to my laptop!?" That was NOT there before the item was shipped! What has happened?! *** explains that this was the damage he was referring to. He asked me if this was the condition when I purchased the *** in October of 2018. "Absolutely not!", I replied. I would have never kept anything with a monumental dent dug into the bottom of it. It would have been sent back a long time ago! He then tells me that this is how the laptop came to the repair department. Still in shock, I continued to listen to him in silence. I continued to assure him that this was not AT ALL the condition my laptop was in at the time of shipment! He then stated that perhaps an assurance claim or shipment dispute would need to be opened with *** who was the delivery carrier. I asked if a photo at all was taken of the boxes that the laptop was shipped in. I said that with such damage as this to my laptop, it is no doubt that the boxes were also badly damaged to say the least. *** placed me on hold to check with the repair techs on that. He returned to the phone and said that he would not be able to get that information at this time. I asked adamantly to have the repair techs get back with him on that information. Solely because if this was truly damage caused during shipment, I would need proof of this damage. Proof that I simply was not in possession of. Completely at a loss of words, I truly had nothing else that I could say or do. *** continued to extend the option of canceling my protection plan for a full refund. I denied this again and simply asked if there was anything else that could be done. I did all that was asked of me to do as a consumer procuring repair services for a product. *** gave me his desk extension and assured me that he would get details on the shipping box conditions to start a delivery discrepancy with *** if needed. Just yesterday, I received another email from SquareTrade that included *** tracking information. It was quickly apparent that the repair team at SquareTrade (including the supervisor *** that I spoke with for nearly a hour about my claim) felt that there was nothing else further that was needed. What a fantastic way to handle a customer dispute and repair issue left opened without any solution. Never have I EVER had this type of experience with claims for repaired or replacement issues with other items purchased online. Given the picture that was sent to me, there is really no telling what condition my laptop is in now. I find it truly interesting that if a claim of delivery problem with *** occurred, that perhaps SquareTrade would have elected another carrier to deal with for my item. However, this was not at all the case.

Have a computer that wont turn on, have tried to teouble shoot before taking it to a local repair shop thats certified and he has confirmed it wont turn on. Remembered I had purchased service plan and even though I have provided all infomation on my unit they want me to.go pick the heavy unit up just to be standing by it to complete claim.

Computer with minor *** damage was sent to them to be repaired by warranty coverage. No physical screen damage was present or reported to them when computer was sent out. Computer was sent back to me not repaired with a broken screen and said ithe broken screen was not covered under warranty.

I sent my *** for repair. I had initiated the claim 2 times but never shipped it the first time. I was not in a rush because I have a second ***. I finally sent it out months after the first unsent claim ..Warranty was going to expire in a few weeks and I wanted to get my robot repaired before warranty that Inpaid for expired. I was told it could not be fixed because a diagnostics test showed there was water damage. I told them to have a human check this because it was impossible for this to be the reason since the robot had no way of getting wet. I was told it had to be shipped back to me amd I had to make a new claim. I could not understand that simce the robot was still in their facility. I was concerned because the warranty will expire soon. I was told by the manager not to worry because once they send the item back it gets an additional few months of warranty. When I received the item back I tried to go online to create a new claim and just like I suspected it said my warranty was expired. They made up the diagnosis because my *** is an older model and probably did not have the parts to fix it. Fraudulent warranty!

I purchased an item on *** and purchased a warranty contract from the company. After which when I had a problem with the item the company told me that the warranty contract that I purchased was not correct. After a few days I contacted the company again and they stated that everything was fixed and I can summit a claim. Shortly after filing the claim I was told by one of their representatives that my claim was approved and to have my item (transmission) repaired at a local repair facility. I was to pay for the repair and then get reimbursed by the company after submitting a receipt. After submitting the repair receipt I was contacted by the company and told the full amount was not covered and what is covered is in the contract. I informed them I did not receive a warranty contract and they sent me one after the fact. I also stated to them that the amount covered was never told to me when they approved the repair. I was told by a follow up representative that they tell all their customers to have the item repaired. I asked the representative if the calls were recorded and she stated yes. I stated to the representative that they should check their recordings and they will see that I was never given any information prior to them approving the repair. They still refused to cover the full cost of the repair after they approved it without sending me any prior contract information or notifying of the covered amount prior to their approval. I would have gotten an estimate or not have the item repaired if I received a contract or was informed of the amount covered.

Response was fast. Got refund for phone. Not the tax or insurance. Pleasant on the phone.

The warranty was covered to my satisfaction. I had two massager units and both of them started to sound really loud and they would cut off when I was using them so I filed a claim on them. They gave me a check and a credit for them and it was resolved very quickly and I received the check within a week and the credit online right away. They did not send the full amount of what I had paid, but I understood that they depreciated the amount based on how long I had the product so I was satisfied with that. The only thing that wasn't all that great is that on one claim I had to call the CSR and he filed the entire claim all over again (I had filed online but when I was doing that I was directed to call the CSR) instead of just looking at the claim I had already filed. I thought that was redundant and it took quite a while to give him all the information he wanted. Other than that, everything went very well. I will definitely use their coverage again and would recommend them to anyone!

I didnt get my replacement converter box for my t.v. this old one I have went out and still no new or replacement converter box.

My experience with Square Trade inc. was a pleasant one I think my claim was handled well, I just explained to them what happened to my laptop and their response time was quick, as well as updates about the status, Im glad I purchased the insurance!!

They did exactly what their service said they would!

I called about a portable DVD player that stopped working and got very fast help! I would definitely purchase a warranty from them again.

Very good experience definitely would recommend using this company and I will definitely use it again

Very quick and super easy claim.

Called on a Friday evening for an issue with our TV. Received brand new TV before noon Monday morning. Great service and the warranty is definitely worth the price. Customer Service Rep was attentive and thorough. Wonderful company.

Once I was able to upload my receipt, the claim was so hasslefree I was actually impressed. My first thought was this is going to take so long.....no at all. The turn around was so quick aout five days I received a check in the mail. I have all of my home office equipmwnt insured at square trade.
I will always use there service, rates are great, fast turn around and fair. As of today I rate them as a 5 star company I have not had any problems with them

took a while but with persistence I was able to navigate through it and received the assistance I needed

I've used Square trade with all of my warranties. The few times I've filed a claim they have been helpful, fast and professional. I will continue to use them.

The online claim process is a pain and it takes awhile to get through to customer service. However, they were able to quickly resolve the issue and issue a refund for the defective product.

Had an issue after one year with the projector I purchased for my son. They were prompt in responding and refunded my money. Wish all companies operated this well.

I was sent a replacement phone in one day after I reported a cracked screen.