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
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 After reviewing the preserved link for the item provided by the consumer the information there is outdated and confusing Accidental damage from handling coverage is not offered on any refurbished itemThe consumers service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
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, *** ***
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, 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
We apologize for any difficulty experienced with this claim.
When this consumer's item arrived into our repair center our technicians found severe physical damage to the device, including wires that were ripped from the headphone's speakerUnfortunately the plan purchased for this device
is a standard protection plan, and does not include coverage for this type of issueDue to this we returned the customer's item, and we would be unable to approve this item for claims on their policyIf desired we would be able to cancel and refund the consumer's policy in full
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
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,*** ***
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, 2015/11/10) */
We apologize the consumer had issues with their device
The consumer has been contacted to resolve their complaints and we are currently awaiting a response
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
Thank you for your help
Square trade is not answering email or returning phone callsI either want my surface tablet back (keyboard and charger included) or I want to be reimbursed so I can replace the lost item
Thank you again
*** ***
Final Business Response /* (4000, 9, 2015/11/19) */
We have resolved the consumer's complaint by refunding the warranty
Typically the amount is prorated but we are making a one time exception to refund the full amountThe consumer can expect to receive their refund in 7-business days
We are sorry for any issues the consumer experienced during the claim process. Looking into the customer's account, their claim was processed ** *** The initial check was returned due to an non deliverable addressAnother check was processed and mailed out to the customer
on***
We are sorry for any issue the consumer experienced with their device.Currently, SquareTrade does require written documentation or verbal confirmation from a repair shop in order to provide an alternate resolutionAs an exception, we would be able to authorize a replacement phone for the consumer
The request has been processed and instruction sent to the consumer via email describing how to complete the replacement process
We are sorry for any issues the consumer had with their device. After looking into the consumers account, it appears there was a discrepancy with the item price we had on file We have been able to verify the item price and are currently processing a check for reimbursement
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me until they accept my receipt Sincerely, *** ***
Complaint: ***I am rejecting this response because:
It places the blame on me even though I called almost daily and emailed the correct paperwork times This business has terrible customer service and I advise others to take their business elsewheremonths to finalize a claim and then Blaim the customer is unacceptable.
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issues with their device
The reason that the technician did not arrive is that the part needed was not yet delivered to the consumerWe did not properly inform the consumer on what to expect in terms of this
particular claim
We have contacted the consumer to let them know why the technician did not show upWhen the part does arrive the dispatcher will make arrangements to have the technician repair the device
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptableEither it should be repaired in a acceptable amount of time, or device should be replaced
Final Business Response /* (4000, 15, 2015/08/18) */
According to the tracking number used to send the check it was delivered on August
Final Consumer Response /* (2000, 17, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
accepted, but squaretrade needs to better inform customers of the length it takes to receive warranty work or check for cost
We are sorry for any issues the consumer had with their device.Looking into the customers account, there were some issues receiving the proof of purchase We have received and verified the consumers proof of purchase. Currently, a claim has been filed on the consumers device for depot
repair
We are sorry the consumer had issues with their device
We offer an advance replacement phone when we have one of the same model availableIn this case we did not have oneThere was a delay while we tried to find an alternativeWe were unable to and have paid the consumer out
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
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
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, *** ***
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,*** ***
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
We apologize for any difficulty experienced with this claim.
When this consumer's item arrived into our repair center our technicians found severe physical damage to the device, including wires that were ripped from the headphone's speakerUnfortunately the plan purchased for this device
is a standard protection plan, and does not include coverage for this type of issueDue to this we returned the customer's item, and we would be unable to approve this item for claims on their policyIf desired we would be able to cancel and refund the consumer's policy in full
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
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,*** ***
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, 2015/11/10) */
We apologize the consumer had issues with their device
The consumer has been contacted to resolve their complaints and we are currently awaiting a response
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
Thank you for your help
Square trade is not answering email or returning phone callsI either want my surface tablet back (keyboard and charger included) or I want to be reimbursed so I can replace the lost item
Thank you again
*** ***
Final Business Response /* (4000, 9, 2015/11/19) */
We have resolved the consumer's complaint by refunding the warranty
Typically the amount is prorated but we are making a one time exception to refund the full amountThe consumer can expect to receive their refund in 7-business days
We are sorry for any issues the consumer experienced during the claim process. Looking into the customer's account, their claim was processed ** *** The initial check was returned due to an non deliverable addressAnother check was processed and mailed out to the customer
on***
We are sorry for any issue the consumer experienced with their device.Currently, SquareTrade does require written documentation or verbal confirmation from a repair shop in order to provide an alternate resolutionAs an exception, we would be able to authorize a replacement phone for the consumer
The request has been processed and instruction sent to the consumer via email describing how to complete the replacement process
We are sorry for any issues the consumer had with their device. After looking into the consumers account, it appears there was a discrepancy with the item price we had on file We have been able to verify the item price and are currently processing a check for reimbursement
Final Consumer Response /* (2000, 6, 2015/09/15) */
the company has resolved this issue Sept 10,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me until they accept my receipt Sincerely, *** ***
Complaint: ***I am rejecting this response because:
It places the blame on me even though I called almost daily and emailed the correct paperwork times This business has terrible customer service and I advise others to take their business elsewheremonths to finalize a claim and then Blaim the customer is unacceptable.
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issues with their device
The reason that the technician did not arrive is that the part needed was not yet delivered to the consumerWe did not properly inform the consumer on what to expect in terms of this
particular claim
We have contacted the consumer to let them know why the technician did not show upWhen the part does arrive the dispatcher will make arrangements to have the technician repair the device
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptableEither it should be repaired in a acceptable amount of time, or device should be replaced
Final Business Response /* (4000, 15, 2015/08/18) */
According to the tracking number used to send the check it was delivered on August
Final Consumer Response /* (2000, 17, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
accepted, but squaretrade needs to better inform customers of the length it takes to receive warranty work or check for cost
We are sorry for any issues the consumer had with their device.Looking into the customers account, there were some issues receiving the proof of purchase We have received and verified the consumers proof of purchase. Currently, a claim has been filed on the consumers device for depot
repair
We are sorry the consumer had issues with their device
We offer an advance replacement phone when we have one of the same model availableIn this case we did not have oneThere was a delay while we tried to find an alternativeWe were unable to and have paid the consumer out