Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device
Our records indicate the consumer has been in contact with a Resolutions Specialist and the claim has been approved for local repairOnce we have the invoice the consumer
will be promptly reimbursed
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still in the process of trying to get my computer fixedI have not been able to drive to get out to get it fixed, so I called to change the repair methodA short time after I filed this complaint to personally handle my claim, one of their representatives in customer care personally called meHe worked with me, and even refunded my original warranty fee as a good faith gestureUnfortunately, when I tried to call him to update my request, it took me a few tries to reach himHis outgoing message never said he was on vacation hours etcI finally reached him on the last try when I tried calling him from a different phone number (I hope my calls were not being screened)I also became concerned about being reimbursed quickly if I decided to get the computer fixed by a certified computer repair shopSo not being able to get out to get it fixed worked outI called last Wednesday, XX-to get a box to send it to them for repair sent to me, and I am still waiting on that box and today is 1-4-That is where we are at this pointThis issue is not resolved; but I will continue to report on the process
Final Business Response /* (4000, 9, 2016/01/14) */
The consumer's claim has been approved for payout & the check was initiated for processing on 1/12/She can expect to receive it in 7-business days
Initial Business Response /* (1000, 5, 2015/07/01) */
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours
Initial Consumer Rebuttal /* (3000,
7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted SQT, over times for this one incidentI've never received a call back, even though everything that you have said is exactly what I have been toldLike I mentioned *** is the only one that I can get through toYour system has it notated for him to only speak with meHe has never been polite, courteous, and has told me numerous times that I will speak with no one but himWhich I find absolutely ridiculous and absurdI will NOT SPEAK WITH *** ANY LONGER! Therefore, the only route of communication and resolution will be through the Revdex.comI should not have to call more than onceNot to mention that all of my warranty plans have been canceled (with all decisions made by ***,)for frivolous reasonsI am willing to show phone records of how many times I have taken the initiative to make contact and resolve this issue, over a period of a monthOn the other hand only one call from your Co., if that! *** needs to be replaced, as far as any communication or decision making is concernedWith all said, I would greatly appreciate a prompt response, as to what your next plan of action consist of!
Thank you very much and have a great day
Final Business Response /* (4000, 10, 2015/07/14) */
Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours
Final Consumer Response /* (4200, 12, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have come to a mutual conclusionI cannot at this moment say that I accept their resolution until I receive the check that was issuedI also am not very satisfied with a couple thingsFirst of which being that all my warranties were canceled during the filing of this complaintThey were canceled days after this complaint was filed and before they responded to itI did get a full refund for all warrantiesHowever, if something happens to any of the devices that were cancelled, I am going to be up the creekI was told that there was no way they could re-warranty a canceled warrantyOf course I know that is not the case***, I must say was great in working things out with meHowever, their regular customer service and claims specialist are, for lack of a better word, horribleI will check that I accept their proposal once I receive the checkAlso, I was the one that contacted themIf you have problems with this company, I highly recommend the Revdex.com! As they have made it possible for me get back what was owed to me! Again, I will agree that I accept the resolution once I receive the checkVERY MUCH THANKS TO THE Revdex.com!!!!!
Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize that the consumer experienced issues with their deviceThe consumer has been issued an expedited check and it was received on 10/27/
We are sorry for any delays experienced during the claim process.Squaretrade had experience an issue with a number of checks that were processed for our consumers, we apologize for the inconvenience and the issue has since been correctedSquaretrade has been proactive in providing additional checks
if necessary, as well as processing refunds for any bounces checksOur records indicate reimbursement checks have been sent to the consumer for the additional fees and the original payout
We are sorry for any issues the consumer had with their device. After reviewing the preserved link for the item provided by the consumer the information there is outdated and confusing Accidental damage from handling coverage is not offered on any refurbished itemThe consumers service
contract states "Accidental damage from handling (ADH), such as damage from drops, spills and liquid damage associated with the handling and use of Your Product, if the coverage has been offered and purchased at the time of sale with your Protection Plan." The "learn more" action link provides information about what types of coverage SquareTrade provides and doesn't focus on a specific type of warrantyA request has been made to have this information updated and a one time exception is being made to reimburse the consumer for the cost of their device
Complaint: ***I am rejecting this response because:The technician will have to come to the island of *** *** between August and August 18, where the computer and printer are located and when we will be at our summer home At the height of the summer they will be unable to get a ferry reservation and will need to fly over, rent a car or take taxis, the cost of which will easily exceed the value of the desktop and the printer We will not be here again until Labor Day weekend We look forward to the technician's arrival, hopefully in August since both devices are useless at this time, Thank you* ***,**Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with the cancellation of the warranty
When our system sees a cancellation request will try to pro-rate a refund to the consumerAs this warranty was purchased on a month to month payment plan it could not
pro rate the refund which caused the system to not allow the cancellationWe are looking into resolving this issue
We have forced the warranty cancellation and we will refund what the consumer has paid for the warranty up to this pointWe have removed the credit card information from our system
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had issues with filing their claim
We do require the proof of purchase be on file within days to make the warranty validThe consumer assumed that all was well as he was being charged for the warranty on a monthly
basis
We are refunding the consumer what he has paid for the warranty up to the cancellation and will authorize a local repair that we will reimburse fully, minus $that they would have to pay to file a claim normally
We have emailed the customer this offer and are waiting their response
As stated in out Terms and Conditions the “Coverage Start Date” is the purchase date of the deviceThis warranty's length is years from that dateAs our warranties are available for many different manufacturers we do not “adjust” our warranty period based on what the manufacturer offersAlso
there are cases where the manufacturer does not cover the full cost of repair, i.eparts and not labor or shipping costs to send the item in for repairWhen that is the case the consumer can use the SquareTrade Warranty to cover those costs during the period that the manufacturer’s warranty is active
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
When a claim is filed for a desktop, we require for a technician to go to the consumer's home to verify the status of the item
If the technician determines that the item is irreparable, we will process a reimbursement check for
the consumer
Complaint: ***I am rejecting this response because:iI received q check for ***...I had previously received a check for $** due to over draft fees they caused me they took that out of my refund they owed me nowI am still owed another $*** and really more due to the issues and problems this has causedSincerely,*** ***
Complaint: ***I am rejecting this response because: I will close out the complaint when I receive the check I have received the shipping label and will send back the defective device today.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize that the consumer experienced issues with their deviceA check was processed on 1/4/and the consumer is expected to receive it in 7-business days
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, *** ***
Initial Business Response /* (1000, 6, 2016/01/29) */
We apologize for the issue the consumer experienced with their deviceThe laptop was repaired we are awaiting a response from the repair center to confirm the repairs done on the unitDue to the delay the consumer experienced receiving his
device back, we have refunded the warrantyThe consumer has been contacted and is working with SquareTrade to resolve the issue
Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ST was quick to contact me days after the complaint and asked me what solution they can provide meI requested a reimbursement and they wanted to double check with the repair depot to see what went on in servicing my notebookAs expected, the repair depot failed to get back to them and I gave days' time to ST to work on thisStill unable to receive a response from the depot, ST was ready to process the reimbursementI was asked to ship my notebook to them and I was told that the check would be processed after they get my PC and verify itI was provided a prepaid shipping label (after a bit of delay, of course) and the check got processed the same day they received my notebookI received it now and the problem's been solvedHowever, regarding the warranty refund they assured to provide me, I never got itThey keep on telling me that they processed it to my credit card (which is now closed)I told them that they can't process a refund to something which is not presentI sent them like two emails and never received a response for itNevertheless, my main issue got solved though
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, *** ***
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issues the consumer experienced with their deviceThe consumer's device is currently in transit to be repairedA resolution specialist has reached out to the consumer via email and by phoneWe are currently awaiting a
response from the consumer
Dear *** ***, We are very sorry to hear about your car break in and the repair difficulties you’ve experienced. We understand you were billed for the loaner rental, while your car was in the shop. Please kindly send us a proof of the charges and we’ll submit it to Renault for any
applicable reimbursement Email scan of the proof to: ***
OR Mail a physical copy of the receipt to: *** ** ***
** *** *** *** ***
*** ** *** Kind regards, *** ** *** ***
** *** *** *** ***
*** ** ***
*** * ***
*** ***
*** *** ***
*** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device
Our records indicate the consumer has been in contact with a Resolutions Specialist and the claim has been approved for local repairOnce we have the invoice the consumer
will be promptly reimbursed
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still in the process of trying to get my computer fixedI have not been able to drive to get out to get it fixed, so I called to change the repair methodA short time after I filed this complaint to personally handle my claim, one of their representatives in customer care personally called meHe worked with me, and even refunded my original warranty fee as a good faith gestureUnfortunately, when I tried to call him to update my request, it took me a few tries to reach himHis outgoing message never said he was on vacation hours etcI finally reached him on the last try when I tried calling him from a different phone number (I hope my calls were not being screened)I also became concerned about being reimbursed quickly if I decided to get the computer fixed by a certified computer repair shopSo not being able to get out to get it fixed worked outI called last Wednesday, XX-to get a box to send it to them for repair sent to me, and I am still waiting on that box and today is 1-4-That is where we are at this pointThis issue is not resolved; but I will continue to report on the process
Final Business Response /* (4000, 9, 2016/01/14) */
The consumer's claim has been approved for payout & the check was initiated for processing on 1/12/She can expect to receive it in 7-business days
Initial Business Response /* (1000, 5, 2015/07/01) */
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours
Initial Consumer Rebuttal /* (3000,
7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted SQT, over times for this one incidentI've never received a call back, even though everything that you have said is exactly what I have been toldLike I mentioned *** is the only one that I can get through toYour system has it notated for him to only speak with meHe has never been polite, courteous, and has told me numerous times that I will speak with no one but himWhich I find absolutely ridiculous and absurdI will NOT SPEAK WITH *** ANY LONGER! Therefore, the only route of communication and resolution will be through the Revdex.comI should not have to call more than onceNot to mention that all of my warranty plans have been canceled (with all decisions made by ***,)for frivolous reasonsI am willing to show phone records of how many times I have taken the initiative to make contact and resolve this issue, over a period of a monthOn the other hand only one call from your Co., if that! *** needs to be replaced, as far as any communication or decision making is concernedWith all said, I would greatly appreciate a prompt response, as to what your next plan of action consist of!
Thank you very much and have a great day
Final Business Response /* (4000, 10, 2015/07/14) */
Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours
Final Consumer Response /* (4200, 12, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have come to a mutual conclusionI cannot at this moment say that I accept their resolution until I receive the check that was issuedI also am not very satisfied with a couple thingsFirst of which being that all my warranties were canceled during the filing of this complaintThey were canceled days after this complaint was filed and before they responded to itI did get a full refund for all warrantiesHowever, if something happens to any of the devices that were cancelled, I am going to be up the creekI was told that there was no way they could re-warranty a canceled warrantyOf course I know that is not the case***, I must say was great in working things out with meHowever, their regular customer service and claims specialist are, for lack of a better word, horribleI will check that I accept their proposal once I receive the checkAlso, I was the one that contacted themIf you have problems with this company, I highly recommend the Revdex.com! As they have made it possible for me get back what was owed to me! Again, I will agree that I accept the resolution once I receive the checkVERY MUCH THANKS TO THE Revdex.com!!!!!
Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize that the consumer experienced issues with their deviceThe consumer has been issued an expedited check and it was received on 10/27/
We are sorry for any delays experienced during the claim process.Squaretrade had experience an issue with a number of checks that were processed for our consumers, we apologize for the inconvenience and the issue has since been correctedSquaretrade has been proactive in providing additional checks
if necessary, as well as processing refunds for any bounces checksOur records indicate reimbursement checks have been sent to the consumer for the additional fees and the original payout
We are sorry for any issues the consumer had with their device. After reviewing the preserved link for the item provided by the consumer the information there is outdated and confusing Accidental damage from handling coverage is not offered on any refurbished itemThe consumers service
contract states "Accidental damage from handling (ADH), such as damage from drops, spills and liquid damage associated with the handling and use of Your Product, if the coverage has been offered and purchased at the time of sale with your Protection Plan." The "learn more" action link provides information about what types of coverage SquareTrade provides and doesn't focus on a specific type of warrantyA request has been made to have this information updated and a one time exception is being made to reimburse the consumer for the cost of their device
Complaint: ***I am rejecting this response because:The technician will have to come to the island of *** *** between August and August 18, where the computer and printer are located and when we will be at our summer home At the height of the summer they will be unable to get a ferry reservation and will need to fly over, rent a car or take taxis, the cost of which will easily exceed the value of the desktop and the printer We will not be here again until Labor Day weekend We look forward to the technician's arrival, hopefully in August since both devices are useless at this time, Thank you* ***,**Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with the cancellation of the warranty
When our system sees a cancellation request will try to pro-rate a refund to the consumerAs this warranty was purchased on a month to month payment plan it could not
pro rate the refund which caused the system to not allow the cancellationWe are looking into resolving this issue
We have forced the warranty cancellation and we will refund what the consumer has paid for the warranty up to this pointWe have removed the credit card information from our system
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had issues with filing their claim
We do require the proof of purchase be on file within days to make the warranty validThe consumer assumed that all was well as he was being charged for the warranty on a monthly
basis
We are refunding the consumer what he has paid for the warranty up to the cancellation and will authorize a local repair that we will reimburse fully, minus $that they would have to pay to file a claim normally
We have emailed the customer this offer and are waiting their response
As stated in out Terms and Conditions the “Coverage Start Date” is the purchase date of the deviceThis warranty's length is years from that dateAs our warranties are available for many different manufacturers we do not “adjust” our warranty period based on what the manufacturer offersAlso
there are cases where the manufacturer does not cover the full cost of repair, i.eparts and not labor or shipping costs to send the item in for repairWhen that is the case the consumer can use the SquareTrade Warranty to cover those costs during the period that the manufacturer’s warranty is active
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: Haven't received any help from the company.Sincerely,*** ***
We are sorry for any issues the consumer had with their device
When a claim is filed for a desktop, we require for a technician to go to the consumer's home to verify the status of the item
If the technician determines that the item is irreparable, we will process a reimbursement check for
the consumer
Complaint: ***I am rejecting this response because:iI received q check for ***...I had previously received a check for $** due to over draft fees they caused me they took that out of my refund they owed me nowI am still owed another $*** and really more due to the issues and problems this has causedSincerely,*** ***
Complaint: ***I am rejecting this response because: I will close out the complaint when I receive the check I have received the shipping label and will send back the defective device today.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize that the consumer experienced issues with their deviceA check was processed on 1/4/and the consumer is expected to receive it in 7-business days
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, *** ***
Initial Business Response /* (1000, 6, 2016/01/29) */
We apologize for the issue the consumer experienced with their deviceThe laptop was repaired we are awaiting a response from the repair center to confirm the repairs done on the unitDue to the delay the consumer experienced receiving his
device back, we have refunded the warrantyThe consumer has been contacted and is working with SquareTrade to resolve the issue
Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ST was quick to contact me days after the complaint and asked me what solution they can provide meI requested a reimbursement and they wanted to double check with the repair depot to see what went on in servicing my notebookAs expected, the repair depot failed to get back to them and I gave days' time to ST to work on thisStill unable to receive a response from the depot, ST was ready to process the reimbursementI was asked to ship my notebook to them and I was told that the check would be processed after they get my PC and verify itI was provided a prepaid shipping label (after a bit of delay, of course) and the check got processed the same day they received my notebookI received it now and the problem's been solvedHowever, regarding the warranty refund they assured to provide me, I never got itThey keep on telling me that they processed it to my credit card (which is now closed)I told them that they can't process a refund to something which is not presentI sent them like two emails and never received a response for itNevertheless, my main issue got solved though
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, *** ***
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issues the consumer experienced with their deviceThe consumer's device is currently in transit to be repairedA resolution specialist has reached out to the consumer via email and by phoneWe are currently awaiting a
response from the consumer
Dear *** ***, We are very sorry to hear about your car break in and the repair difficulties you’ve experienced. We understand you were billed for the loaner rental, while your car was in the shop. Please kindly send us a proof of the charges and we’ll submit it to Renault for any
applicable reimbursement Email scan of the proof to: ***
OR Mail a physical copy of the receipt to: *** ** ***
** *** *** *** ***
*** ** *** Kind regards, *** ** *** ***
** *** *** *** ***
*** ** ***
*** * ***
*** ***
*** *** ***
*** ***