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, *** ***
We are sorry the consumer had issues with their phone
We offer an advance exchange of a phone, same model, if we have one in stockIn this case we did not have a phone available and were not able to process a claim without the consumer being without a phone for a while
We spoke to the
consumer and were able to come up with a plan to be able to reimburse the customer with a minimal amount of down time.
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,*** ***
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 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 delays experienced during the claim process
We have resent the affidavit by email and we have also sent a physical copy via mailOnce the consumer receives, signs, and returns the affidavit we will process the reimbursement for the unitRegarding the invalid plan that was purchased for the DVR unitSquaretrade's Terms and Conditions under section 8, letter B states, "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location."Since the item is used and the warranty is for a new item, the coverage is invalid and we would be unable to provide coverageIf the consumer feels they were sold an item that was incorrectly represented, we recommend contacting the reseller
Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device
According to our records we arranged for a local technician to work on their deviceThey were not able to contact the consumerFor that reason we closed the original claimWhen the
claim was filed again the system incorrectly did not process the claim due to missing informationIn fact the information was not neededAs the warranty has expired we are going to make a one-time exception and have the consumer paid out for the price of his device
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for making things correct and when I spoke to a representative on the phone they agreed there was no excuse for this and for me that means a lotSquare Trade has agreed to send me a check within weeks that will cover the claimI think that this is a rare issue with Square Trade and they have shown that they do care about the customer
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
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, *** ***
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
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI went to the store, Toys R Us, and was issued a full refund for the product and the policy with SquareTrade.Sincerely, *** ***
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
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
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 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
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
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
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, *** ***
Revdex.com:they didnt have any further response. I went ahead and just got another tvSincerely, James ***
We are sorry the consumer had issues with their phone
We offer an advance exchange of a phone, same model, if we have one in stockIn this case we did not have a phone available and were not able to process a claim without the consumer being without a phone for a while
We spoke to the
consumer and were able to come up with a plan to be able to reimburse the customer with a minimal amount of down time.
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,*** ***
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 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 delays experienced during the claim process
We have resent the affidavit by email and we have also sent a physical copy via mailOnce the consumer receives, signs, and returns the affidavit we will process the reimbursement for the unitRegarding the invalid plan that was purchased for the DVR unitSquaretrade's Terms and Conditions under section 8, letter B states, "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location."Since the item is used and the warranty is for a new item, the coverage is invalid and we would be unable to provide coverageIf the consumer feels they were sold an item that was incorrectly represented, we recommend contacting the reseller
Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device
According to our records we arranged for a local technician to work on their deviceThey were not able to contact the consumerFor that reason we closed the original claimWhen the
claim was filed again the system incorrectly did not process the claim due to missing informationIn fact the information was not neededAs the warranty has expired we are going to make a one-time exception and have the consumer paid out for the price of his device
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for making things correct and when I spoke to a representative on the phone they agreed there was no excuse for this and for me that means a lotSquare Trade has agreed to send me a check within weeks that will cover the claimI think that this is a rare issue with Square Trade and they have shown that they do care about the customer
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
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, *** ***
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
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI went to the store, Toys R Us, and was issued a full refund for the product and the policy with SquareTrade.Sincerely, *** ***
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
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
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 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
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
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