Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer had issues with their replacement device
Our procedure is to send the consumer another replacement phone, but due to the poor service the consumer has experienced so far we will send the consumer a new
replacement phone
We are in contact with the consumer so they know how we are going to proceed with this claim by replacing their phone with a new phone
Initial Consumer Rebuttal /* (2000, 12, 2015/09/28) */
The company respected my request and replaced my phone with a new oneThe phone I had was no longer available, so they purchased it from Amazon for full retail priceI am grateful that with the assistance of Revdex.com this was quickly resolvedI appreciate the manner of which the company responded and wanted to update my complaint for the benefit of the company
We apologize for any difficulty the consumer may have experienced with cancelling their warranty.
When Squaretrade received the cancellation/refund request for this warranty one of our agents reached out to the consumer to confirm the cancellationWe have since received confirmation and
have requested the consumer's policy is cancelled and refunded in full via the original payment method used on amazonThis request was processed on December 27th and takes 3-business days to process
Whenever Squaretrade provides a consumer a directly purchased warranty it is required that we receive a copy of the proof of purchase in order to ensure the policy validityIn this situation we understand the consumer previously attempted to provide us the receipt, but unfortunately this is not on
file
We apologize for any inconvenience this may have caused, and we request the consumer contacts us if he is able to retrieve a copy of the receiptAt this time the consumer's claim is approved for a mail in repair, dependent on receiving this proof of purchaseIf this cannot be ascertained we can cancel the consumer's policy for a full refund
We do understand that the consumer is frustrated but as we have mentioned in our last response, the information on what items qualify for the ST warranty were made available to the consumerIf the consumer did not see a specific warranty for a item he was purchasing it is for a very specific reasonAt this time the only thing we can do is offer the customer a full refund of his warranty purchase price
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***I am rejecting this response because: If there was confusion about documentation when I initiated the plan, why wasn't I notified, so it could have been resolved then versus months later? I have another phone insured with SquareTrade is all documentation good for both phones?
The consumer should be notified that when utilizing your repair center, that when shipping the device they are responsible for packaging the device and you are only covering the overnight delivery and not packaging of the device
My credit card was debited before an approved resolution, SquareTrade debited my card then annotated on the claim, waiting purchase documentation If I had not been successful in obtaining the documentation from my carrier from months ago then what? My credit card had already been debited and the company could have disapproved my claim!
Sincerely,*** ***
SquareTrade does not require but recommends consumers to register their devices prior to filing a claim to insure documentation is not lost Proof of purchase is not required until a claim needs to be filed, and there for is not reviewed for verification until that time After reviewing the consumers documentation submitted it was determined the warranty purchased was invalid due to the item condition The consumer's warranty contract states "Your Responsibilities: Purchase the correct SquareTrade Protection Plan for your product based on condition, price or purchase location SquareTrade relies on the consumer to purchase the correct warranty for their item The refund for the consumer's deductible was processed back to their card on 6/8/***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am still awaiting the second check Sincerely, *** ***
We apologize that the consumer's device no longer works.We have confirmed with our repair facility that the device was returned in the same fashion it was receivedWe have also provided the consumer pictures of the exact condition the device was shipped back inRegarding the warranty refund, it seems that a prorated amount was process instead of the full amountA replacement check will be sent immediately, we apologize for this inconvenienceAfter investigating the situation with our repair facility, we've determined that the issue experienced by the consumer's device did not occur in our possession
We are sorry for any issues the consumer had with their device. When a claim is filed for Local Repair Invoice the consumer is able to have their device repaired at an authorized facility near them Once repairs have been completed the consumer needs to submit a copy of their invoice in
order to receive a reimbursement for the repairs minus their deductible. It appears there were some issues receiving the consumers invoice for the repairs We have received the consumers receipt and processed a check for reimbursement
We are sorry for any issues the consumer experienced with their device
According to our records, the consumer's full warranty purchase price was refunded as a check on 6/15/**Shipment of Squaretrade checks are done through USPS and can take up to 7-business daysIf the consumer has not received the payment then we will see about having our accounting department reissue the payment and void the current check
We are sorry for any issues the consumer experienced with their device
Currently, we would not be able to provide a reimbursement due to the consumer disposing of the item
Below is a copy of the email sent to the consumer confirming the stipulations of the
reimbursement.
"Dear ***Congrats! Your claim is approved, and you're eligible to receive a payment of $*** Here's what you need to do before we can release your payment:Your item will not be returned to youAny data not backed up will be lost.Use a sturdy box and bubble wrap to pack your itemPack only your item, its battery, and its charger/AC adapter.Click here to print your free FedEx shipping label, attach it to the box, and ship your item to us.Once your item has been verified, we'll release your payment (can take up to business days)If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help.Sincerely,The SquareTrade Team"
Moving forward, the only option available to the consumer would be a refund of the warranty purchase price if they are unable to provide the product
We apologize if there was any misunderstanding regarding our warranty coverage. In this instance this consumer's claim was denied due to the damage being caused by negligence, which was detailed in the terms and conditions excerpt the consumer provided in his complaintSince the device fell
into a fire, it would qualify for a denial on the basis of negligence of the item use as it was not properly secured in it's environmentAs an example, if a consumer's laptop was exposed to liquid contact due to falling out of a boat the claim would be deniedThis is because the item was exposed to conditions which are not considered use. Attached is an image of the item verifying the damageIf desired Squaretrade can cancel and provide the consumer a refund of his policyHopefully this information clarifies our denial and we appreciate the consumer's patience while this was investigated
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We are sorry for any issues the consumer had with their device. Looking into the customers account, I see a payment was processed for $*** Currently, we are processing an additional check for $***
Complaint: ***I am rejecting this response because:
you responded explanation is not completely trueI purchased the warranty thru ***All your listing title does not have "New, Used or Refurbished"All you have "3, 2, or year SquareTrade Warranty for Electronic or Camera/Camcorder or GPS or TV or Lawn & Garden orEtc with coverage amount between & ...)There is no listing for New or Used or Refurbished itemsIf you have listing for Refurbished item Warranty, of course I would choose for thatIf the warranty for new item only, why would you need to mention warranty will start cover after days? All the new items come with minimum year warrantyEven if I purchase for new item and when I call for repair within year, you are going to ask me to call manufacturer for warranty repair Right?
Sincerely,*** ***
Complaint: ***I am rejecting this response because:
My complaint is not about SquareTrade's policy of not providing coverage for new items onlyIt is about their negligence of evaluating plans when they are purchasedThey've had all of the information available to them when I made the purchaseBy blindly selling me their product, they put all the responsibility on the customerThis is a trap, because it means some customers are purchasing coverages that they are not eligible for, just like what I did, but may never learn about it until they file a claimEven worse, if they never file a claim and the coverage period is over, SquareTrade does not automatically offer them a refund on the service that they would NEVER provide.
That was my point
Moreover, regardless of the reason, they cannot cancel my claim after:
Approving the repairs on the phone
Approving the repair in written form (confirmation emails)
Charging me $** for deductible (which they have not refunded yet)
Sending me a shipping box, which I still keep
They took a lot of time of mine with troubleshooting process, repeatedly provided me incorrect information in verbal and written form, charged me moneyThey refer to industry standards, but I don't think services that are approved and charged for can be cancelled for any reason
Finally, I would *gladly* accept their cancelation of my coverage, if they informed me initially when I purchased their services
This is not acceptable customer service for ANY business, regardless of their policy.
Sincerely,*** ***
We are sorry for any issues the consumer experienced with their device. The consumer is correct in stating that we do not directly detail sales tax in our advertisingThe main reason for this is because sales tax varies from state to state as well as countryHowever, we do state that we
will, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount"Squaretrade defines the coverage amount as, " The purchase price of the Covered Product."Squaretrade protection plans have a coverage cap based on this purchase price of the product (not the overall price of the sale)Sales tax is added and based on the purchase price of the product, The item, in this case, has a purchase price of $***, making the coverage cap of your warranty the sameWe can only provide coverage and resolution in accordance with the cap of our warrantiesUnfortunately, We would not be able to provide assistance in reimbursing the sales tax for the product
We apologize for any inconvenience that the consumer might have experienced during this process.
As of yesterday 03/06/the consumer was contacted by our office and a most favorable resolution was
reached for our consumer
The consumer was refunded for both the total
purchase price of the warranty as well as the item itself!
We are sorry for any confusion experienced during the claim process
According to our records, we have denied coverage for the consumer's TV due to accidental damage on the set, as well as the unit being under the manufacturer's warrantyThe TV is less than year old and as such, has an
active manufacturers warranty until *** Per Squaretrade's service contract, "This Protection Plan will cover a mechanical or electrical failure of the Covered Product(s) in subsections A, B, C and D below during usage for the Term of this Protection PlanThis Protection Plan is inclusive of any manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer’s warranty but provides certain additional benefits during the term of the manufacturer’s warranty."Squaretrade's TV warranties also do not offer accidental damage from handlingThe consumer's plan provides only standard coverage as detailed aboveDue to these compounding factors, we would be unable to render assistance in connection with this warranty
Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer had issues with their replacement device
Our procedure is to send the consumer another replacement phone, but due to the poor service the consumer has experienced so far we will send the consumer a new
replacement phone
We are in contact with the consumer so they know how we are going to proceed with this claim by replacing their phone with a new phone
Initial Consumer Rebuttal /* (2000, 12, 2015/09/28) */
The company respected my request and replaced my phone with a new oneThe phone I had was no longer available, so they purchased it from Amazon for full retail priceI am grateful that with the assistance of Revdex.com this was quickly resolvedI appreciate the manner of which the company responded and wanted to update my complaint for the benefit of the company
We apologize for any difficulty the consumer may have experienced with cancelling their warranty.
When Squaretrade received the cancellation/refund request for this warranty one of our agents reached out to the consumer to confirm the cancellationWe have since received confirmation and
have requested the consumer's policy is cancelled and refunded in full via the original payment method used on amazonThis request was processed on December 27th and takes 3-business days to process
Whenever Squaretrade provides a consumer a directly purchased warranty it is required that we receive a copy of the proof of purchase in order to ensure the policy validityIn this situation we understand the consumer previously attempted to provide us the receipt, but unfortunately this is not on
file
We apologize for any inconvenience this may have caused, and we request the consumer contacts us if he is able to retrieve a copy of the receiptAt this time the consumer's claim is approved for a mail in repair, dependent on receiving this proof of purchaseIf this cannot be ascertained we can cancel the consumer's policy for a full refund
We do understand that the consumer is frustrated but as we have mentioned in our last response, the information on what items qualify for the ST warranty were made available to the consumerIf the consumer did not see a specific warranty for a item he was purchasing it is for a very specific reasonAt this time the only thing we can do is offer the customer a full refund of his warranty purchase price
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***I am rejecting this response because: If there was confusion about documentation when I initiated the plan, why wasn't I notified, so it could have been resolved then versus months later? I have another phone insured with SquareTrade is all documentation good for both phones?
The consumer should be notified that when utilizing your repair center, that when shipping the device they are responsible for packaging the device and you are only covering the overnight delivery and not packaging of the device
My credit card was debited before an approved resolution, SquareTrade debited my card then annotated on the claim, waiting purchase documentation If I had not been successful in obtaining the documentation from my carrier from months ago then what? My credit card had already been debited and the company could have disapproved my claim!
Sincerely,*** ***
SquareTrade does not require but recommends consumers to register their devices prior to filing a claim to insure documentation is not lost Proof of purchase is not required until a claim needs to be filed, and there for is not reviewed for verification until that time After reviewing the consumers documentation submitted it was determined the warranty purchased was invalid due to the item condition The consumer's warranty contract states "Your Responsibilities: Purchase the correct SquareTrade Protection Plan for your product based on condition, price or purchase location SquareTrade relies on the consumer to purchase the correct warranty for their item The refund for the consumer's deductible was processed back to their card on 6/8/***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am still awaiting the second check Sincerely, *** ***
We apologize that the consumer's device no longer works.We have confirmed with our repair facility that the device was returned in the same fashion it was receivedWe have also provided the consumer pictures of the exact condition the device was shipped back inRegarding the warranty refund, it seems that a prorated amount was process instead of the full amountA replacement check will be sent immediately, we apologize for this inconvenienceAfter investigating the situation with our repair facility, we've determined that the issue experienced by the consumer's device did not occur in our possession
We are sorry for any issues the consumer had with their device. When a claim is filed for Local Repair Invoice the consumer is able to have their device repaired at an authorized facility near them Once repairs have been completed the consumer needs to submit a copy of their invoice in
order to receive a reimbursement for the repairs minus their deductible. It appears there were some issues receiving the consumers invoice for the repairs We have received the consumers receipt and processed a check for reimbursement
We are sorry for any issues the consumer experienced with their device
According to our records, the consumer's full warranty purchase price was refunded as a check on 6/15/**Shipment of Squaretrade checks are done through USPS and can take up to 7-business daysIf the consumer has not received the payment then we will see about having our accounting department reissue the payment and void the current check
We are sorry for any issues the consumer experienced with their device
Currently, we would not be able to provide a reimbursement due to the consumer disposing of the item
Below is a copy of the email sent to the consumer confirming the stipulations of the
reimbursement.
"Dear ***Congrats! Your claim is approved, and you're eligible to receive a payment of $*** Here's what you need to do before we can release your payment:Your item will not be returned to youAny data not backed up will be lost.Use a sturdy box and bubble wrap to pack your itemPack only your item, its battery, and its charger/AC adapter.Click here to print your free FedEx shipping label, attach it to the box, and ship your item to us.Once your item has been verified, we'll release your payment (can take up to business days)If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help.Sincerely,The SquareTrade Team"
Moving forward, the only option available to the consumer would be a refund of the warranty purchase price if they are unable to provide the product
We apologize if there was any misunderstanding regarding our warranty coverage. In this instance this consumer's claim was denied due to the damage being caused by negligence, which was detailed in the terms and conditions excerpt the consumer provided in his complaintSince the device fell
into a fire, it would qualify for a denial on the basis of negligence of the item use as it was not properly secured in it's environmentAs an example, if a consumer's laptop was exposed to liquid contact due to falling out of a boat the claim would be deniedThis is because the item was exposed to conditions which are not considered use. Attached is an image of the item verifying the damageIf desired Squaretrade can cancel and provide the consumer a refund of his policyHopefully this information clarifies our denial and we appreciate the consumer's patience while this was investigated
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We are sorry for any issues the consumer had with their device. Looking into the customers account, I see a payment was processed for $*** Currently, we are processing an additional check for $***
Complaint: ***I am rejecting this response because:
you responded explanation is not completely trueI purchased the warranty thru ***All your listing title does not have "New, Used or Refurbished"All you have "3, 2, or year SquareTrade Warranty for Electronic or Camera/Camcorder or GPS or TV or Lawn & Garden orEtc with coverage amount between & ...)There is no listing for New or Used or Refurbished itemsIf you have listing for Refurbished item Warranty, of course I would choose for thatIf the warranty for new item only, why would you need to mention warranty will start cover after days? All the new items come with minimum year warrantyEven if I purchase for new item and when I call for repair within year, you are going to ask me to call manufacturer for warranty repair Right?
Sincerely,*** ***
Complaint: ***I am rejecting this response because:
My complaint is not about SquareTrade's policy of not providing coverage for new items onlyIt is about their negligence of evaluating plans when they are purchasedThey've had all of the information available to them when I made the purchaseBy blindly selling me their product, they put all the responsibility on the customerThis is a trap, because it means some customers are purchasing coverages that they are not eligible for, just like what I did, but may never learn about it until they file a claimEven worse, if they never file a claim and the coverage period is over, SquareTrade does not automatically offer them a refund on the service that they would NEVER provide.
That was my point
Moreover, regardless of the reason, they cannot cancel my claim after:
Approving the repairs on the phone
Approving the repair in written form (confirmation emails)
Charging me $** for deductible (which they have not refunded yet)
Sending me a shipping box, which I still keep
They took a lot of time of mine with troubleshooting process, repeatedly provided me incorrect information in verbal and written form, charged me moneyThey refer to industry standards, but I don't think services that are approved and charged for can be cancelled for any reason
Finally, I would *gladly* accept their cancelation of my coverage, if they informed me initially when I purchased their services
This is not acceptable customer service for ANY business, regardless of their policy.
Sincerely,*** ***
We are sorry for any issues the consumer experienced with their device. The consumer is correct in stating that we do not directly detail sales tax in our advertisingThe main reason for this is because sales tax varies from state to state as well as countryHowever, we do state that we
will, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount"Squaretrade defines the coverage amount as, " The purchase price of the Covered Product."Squaretrade protection plans have a coverage cap based on this purchase price of the product (not the overall price of the sale)Sales tax is added and based on the purchase price of the product, The item, in this case, has a purchase price of $***, making the coverage cap of your warranty the sameWe can only provide coverage and resolution in accordance with the cap of our warrantiesUnfortunately, We would not be able to provide assistance in reimbursing the sales tax for the product
We apologize for any inconvenience that the consumer might have experienced during this process.
As of yesterday 03/06/the consumer was contacted by our office and a most favorable resolution was
reached for our consumer
The consumer was refunded for both the total
purchase price of the warranty as well as the item itself!
We are sorry for any confusion experienced during the claim process
According to our records, we have denied coverage for the consumer's TV due to accidental damage on the set, as well as the unit being under the manufacturer's warrantyThe TV is less than year old and as such, has an
active manufacturers warranty until *** Per Squaretrade's service contract, "This Protection Plan will cover a mechanical or electrical failure of the Covered Product(s) in subsections A, B, C and D below during usage for the Term of this Protection PlanThis Protection Plan is inclusive of any manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer’s warranty but provides certain additional benefits during the term of the manufacturer’s warranty."Squaretrade's TV warranties also do not offer accidental damage from handlingThe consumer's plan provides only standard coverage as detailed aboveDue to these compounding factors, we would be unable to render assistance in connection with this warranty