Initial Business Response /* (1000, 5, 2015/11/20) */
We apologize for the issues the consumer experienced with their device
The consumer has been contacted and advised that the check request has been submitted to accounting & will receive it in 7-business days
We apologize for any inconvenience that the consumer might have experienced during this process
The consumer was approved for a claim on 10/27/and sent the item in to our repair center on 1/05/2018.After going through extensive diagnostics our repair center could not duplicate the issues the
customer claimed to have so the laptop was sent back to the customer
As for any type of physical damage that does not affect functionality of the item we are not liable per our contract whether the consumer sends the item in with said cosmetic damages or is received with cosmetic damages due to shipping
The consumer does have a active warranty and is more than welcomed to call in to our service department to file another claim for the issues he has mentioned
Complaint:***I am rejecting this response because: Some information listed is untrue. All addresses given for delivery of my device were valid addresses. The first time delivery attempt was made to my business address on a Sunday. Most businesses are NOT open on weekends, as I work with the *** ** *** *** as we are not open on the weekends. The second attempt, as I was told was made on a weekday around Noon (to the same address) and it was said the business was closed. Our building is open daily from am until pm eastern standard time Monday-Friday. So, I don't know what happed. The third attempt was made to my home, supposedly. I wasn't given any detailed information on this attempted delivery but they were instructed to leave to package with no signature needed. Instead it was sent back ad undeliverable once again. After this, I was just last week (Friday, June 16) told that the item would be shipped out on today, Monday, June 19. I was told that my original item was recently deemed non repairable and that a replacement would be sent out to me. It just seems like the company didn't know what was going on with my item and I have received no type of refund for what I paid for my warranty. Sincerely,*** ***
We are sorry for any issues the consumer is having with their device. It appears the consumers warranty canceled after our system didn't allow their credit card information to be updated Due the warranty being canceled we are not able to file a claim for the consumers device to be
repairedHowever, we are currently processing a check to reimburse the consumer for their item price
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, their device has been received by our depot and determined to be "Beyond Economic Repair." A reimbursement check was processed on 10/20/*** has been mailed out
We apologize for any inconvenience that the consumer might have experienced during this process. In reference to the customer's wife the same issue was encountered with the problem not being able to be replicated.We can understand that the customer is frustrated but we can only address problems which again can be replicated.The customer is correct these were separate instances for separate items both from the same manufacturer and both with the same outcome of the issue not being able to be replicated by both an independent tech on the first claim for the first item and then by one of our techs at our depot for the second item on it's own claim.The reason for the mixup is that the same brand of item was being discussed and the same resolutionTo add to the confusion the name of the customer that was provided for the original complaint was the husbands and not the wife's, our apologies.In any event the outcome does not change as the problem could not be replicated on the wife's account for her item either which is why no repair could be made.We are truly sorry if this has caused the customer any inconvenience but there is just nothing we can do if there is no problem present
According to our records, it appears as though the payout amount of the speaker was initially incorrect on our endAfter this was brought to our attention, we received a confirmation of the full purchase price via email from the consumer and have since re-adjusted the payout amount to reflect the correct purchase price.Squaretrade is always striving to deliver the best service possible, and in this instance, we appreciate the consumer's patience while we resolved this situation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, while unfortunate and disappointing, is acceptable As a believer, I am a man who understands the rule of law I believe that SquareTrade should not have directed me to the service center as they did, but I can see that there is nothing that I can do now.Sincerely, *** ***
After reviewing the re-seller website a warranty for an eligible refurbished item would be offered at the time of checkout only The consumer purchased a free standing warranty through the website where only new item warranties are available
We are sorry the consumer had issues with their device. Some of our resellers only allow the warranty to be purchase from the same location as the device being warrantiedThe consumer was told that in this case the warranty would not cover the device based on where each was purchased, however
we feel that this warranty might be valid and are going to take a closer look at the warranty to confirm it
Complaint: ***I am rejecting this response because: The company still has not answered my questions nor provided any supporting documentation for their positionI have spoken to the company in question and they have reached out on numerous occasions to SquareTrade with no return call/emailI have not and did not falsify/modify ANYthing regarding my claim and I can (and have) proven it. Sincerely,Corliss Sims
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they reached out to SquareTrade after their day rework period had passed According to the terms and conditions of the consumer's warranty the total amount SquareTrade "will pay
for repairs or replacement made in connection with all claims that you make pursuant to this Protection Plan shall not exceed the Coverage Amount." The consumer's previous repairs completed their warranty. Due to the consumer's warranty being completed and the day rework period expiring we are not able to provide further coverage to the device
We are sorry for any delays experienced during the claim process.Looking into the consumer's account, they received only the box and not the shipping label necessary to ship their item in for repairs. We have sent the consumer an email with the shipping label necessary to ship their
item
We are sorry for any confusion experienced during the claim process.According to our records, the warranty purchased for the TV only covers up to $***, this is why the offer presented did not seem comparableOur technicians also factor in the pricing of replacements, the unit requested by the
consumer is $***Per Squaretrade's Terms & Conditions, it is the consumer responsibility to "Correctly select the right SquareTrade Protection Plan for your product based on condition, price or purchase location."Unfortunately, we would not be able to reimburse or cover anything over the warranty cap of $*** We have processed a reimbursement for the total warranty amount on ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and They have agreed this is a miss communacation and are honoring the warranty I find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 6, 2015/06/22) */
We are sorry the consumer had issues with their devices
As per our Terms and Conditions "Once we receive your item, we'll repair it within days and then ship it back to you." Due to possible delays in shipping, that we have no control over,
we cannot guarantee shipping times only repair time
The monthly payments would continue until the warranty has been paid offIt is not a month to month coverage plan but a month to month payment for a warranty that runs for years
The delay in claim approval was due to a new procedure in processing claims
Due to the poor response the customer has experienced we *** reimburse them the deductible they have already paid on both claimsWe have emailed the customer to let them know what we are doing for these claims
Complaint: ***I am rejecting this response because: They have never stated that they had a picture of my device when they received it nor did they ever say anything about it missing a piece until I called and told them it was missing a piece when it was returned to me. I want to see the picture that they so called have for evidenceSincerely,*** ***
We are sorry for any issues the consumer had accessing their warranties. Using the receipt information from the consumer we have had the warranty created in our system for the device purchased 6/**/***.As is turns out, the extra year coverage for *** *** premium members does not apply
to cameras Since the camera purchased 04/14/*** is not eligible for the extra year of coverage and it's warranty term has completed
We apologize for any inconvenience that the consumer might have experienced during this process
As of today 02/19/an email will be sent to the consumer within 24-hrswith a appointment for a repair tech to replace the defective parts of the consumer's deviceNo video of the issue will be
needed in this case!
This should resolve the issue for the consumer
Initial Business Response /* (1000, 5, 2015/11/20) */
We apologize for the issues the consumer experienced with their device
The consumer has been contacted and advised that the check request has been submitted to accounting & will receive it in 7-business days
We apologize for any inconvenience that the consumer might have experienced during this process
The consumer was approved for a claim on 10/27/and sent the item in to our repair center on 1/05/2018.After going through extensive diagnostics our repair center could not duplicate the issues the
customer claimed to have so the laptop was sent back to the customer
As for any type of physical damage that does not affect functionality of the item we are not liable per our contract whether the consumer sends the item in with said cosmetic damages or is received with cosmetic damages due to shipping
The consumer does have a active warranty and is more than welcomed to call in to our service department to file another claim for the issues he has mentioned
Complaint:***I am rejecting this response because: Some information listed is untrue. All addresses given for delivery of my device were valid addresses. The first time delivery attempt was made to my business address on a Sunday. Most businesses are NOT open on weekends, as I work with the *** ** *** *** as we are not open on the weekends. The second attempt, as I was told was made on a weekday around Noon (to the same address) and it was said the business was closed. Our building is open daily from am until pm eastern standard time Monday-Friday. So, I don't know what happed. The third attempt was made to my home, supposedly. I wasn't given any detailed information on this attempted delivery but they were instructed to leave to package with no signature needed. Instead it was sent back ad undeliverable once again. After this, I was just last week (Friday, June 16) told that the item would be shipped out on today, Monday, June 19. I was told that my original item was recently deemed non repairable and that a replacement would be sent out to me. It just seems like the company didn't know what was going on with my item and I have received no type of refund for what I paid for my warranty. Sincerely,*** ***
We are sorry for any issues the consumer is having with their device. It appears the consumers warranty canceled after our system didn't allow their credit card information to be updated Due the warranty being canceled we are not able to file a claim for the consumers device to be
repairedHowever, we are currently processing a check to reimburse the consumer for their item price
Thanks for your help! The company sent a replacement phoneMy issue regarding complaint #*** was solvedBest Wish,
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, their device has been received by our depot and determined to be "Beyond Economic Repair." A reimbursement check was processed on 10/20/*** has been mailed out
We apologize for any inconvenience that the consumer might have experienced during this process. In reference to the customer's wife the same issue was encountered with the problem not being able to be replicated.We can understand that the customer is frustrated but we can only address problems which again can be replicated.The customer is correct these were separate instances for separate items both from the same manufacturer and both with the same outcome of the issue not being able to be replicated by both an independent tech on the first claim for the first item and then by one of our techs at our depot for the second item on it's own claim.The reason for the mixup is that the same brand of item was being discussed and the same resolutionTo add to the confusion the name of the customer that was provided for the original complaint was the husbands and not the wife's, our apologies.In any event the outcome does not change as the problem could not be replicated on the wife's account for her item either which is why no repair could be made.We are truly sorry if this has caused the customer any inconvenience but there is just nothing we can do if there is no problem present
According to our records, it appears as though the payout amount of the speaker was initially incorrect on our endAfter this was brought to our attention, we received a confirmation of the full purchase price via email from the consumer and have since re-adjusted the payout amount to reflect the correct purchase price.Squaretrade is always striving to deliver the best service possible, and in this instance, we appreciate the consumer's patience while we resolved this situation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, while unfortunate and disappointing, is acceptable As a believer, I am a man who understands the rule of law I believe that SquareTrade should not have directed me to the service center as they did, but I can see that there is nothing that I can do now.Sincerely, *** ***
After reviewing the re-seller website a warranty for an eligible refurbished item would be offered at the time of checkout only The consumer purchased a free standing warranty through the website where only new item warranties are available
We are sorry the consumer had issues with their device. Some of our resellers only allow the warranty to be purchase from the same location as the device being warrantiedThe consumer was told that in this case the warranty would not cover the device based on where each was purchased, however
we feel that this warranty might be valid and are going to take a closer look at the warranty to confirm it
Complaint: ***I am rejecting this response because: The company still has not answered my questions nor provided any supporting documentation for their positionI have spoken to the company in question and they have reached out on numerous occasions to SquareTrade with no return call/emailI have not and did not falsify/modify ANYthing regarding my claim and I can (and have) proven it. Sincerely,Corliss Sims
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they reached out to SquareTrade after their day rework period had passed According to the terms and conditions of the consumer's warranty the total amount SquareTrade "will pay
for repairs or replacement made in connection with all claims that you make pursuant to this Protection Plan shall not exceed the Coverage Amount." The consumer's previous repairs completed their warranty. Due to the consumer's warranty being completed and the day rework period expiring we are not able to provide further coverage to the device
We are sorry for any delays experienced during the claim process.Looking into the consumer's account, they received only the box and not the shipping label necessary to ship their item in for repairs. We have sent the consumer an email with the shipping label necessary to ship their
item
We are sorry for any confusion experienced during the claim process.According to our records, the warranty purchased for the TV only covers up to $***, this is why the offer presented did not seem comparableOur technicians also factor in the pricing of replacements, the unit requested by the
consumer is $***Per Squaretrade's Terms & Conditions, it is the consumer responsibility to "Correctly select the right SquareTrade Protection Plan for your product based on condition, price or purchase location."Unfortunately, we would not be able to reimburse or cover anything over the warranty cap of $*** We have processed a reimbursement for the total warranty amount on ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and They have agreed this is a miss communacation and are honoring the warranty I find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 6, 2015/06/22) */
We are sorry the consumer had issues with their devices
As per our Terms and Conditions "Once we receive your item, we'll repair it within days and then ship it back to you." Due to possible delays in shipping, that we have no control over,
we cannot guarantee shipping times only repair time
The monthly payments would continue until the warranty has been paid offIt is not a month to month coverage plan but a month to month payment for a warranty that runs for years
The delay in claim approval was due to a new procedure in processing claims
Due to the poor response the customer has experienced we *** reimburse them the deductible they have already paid on both claimsWe have emailed the customer to let them know what we are doing for these claims
Complaint: ***I am rejecting this response because: They have never stated that they had a picture of my device when they received it nor did they ever say anything about it missing a piece until I called and told them it was missing a piece when it was returned to me. I want to see the picture that they so called have for evidenceSincerely,*** ***
We are sorry for any issues the consumer had accessing their warranties. Using the receipt information from the consumer we have had the warranty created in our system for the device purchased 6/**/***.As is turns out, the extra year coverage for *** *** premium members does not apply
to cameras Since the camera purchased 04/14/*** is not eligible for the extra year of coverage and it's warranty term has completed
We apologize for any inconvenience that the consumer might have experienced during this process
As of today 02/19/an email will be sent to the consumer within 24-hrswith a appointment for a repair tech to replace the defective parts of the consumer's deviceNo video of the issue will be
needed in this case!
This should resolve the issue for the consumer