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
Dear *** ***, Thank you for the clarification regarding the partial refund you've received and the new requested balance. We will forward the appeal for your remaining balance and notify you once we have more information regarding your refund Thank you for your patience. *** ** *** ***
** *** *** *** ***
*** ** ***
*** * ***
*** ***
*** *** ***
*** ***
Initial Business Response /* (1000, 5, 2015/09/14) */
We are sorry the consumer had delays with their payment
We do not know why the check was not received when the claim was initially processedOur records show that it was processed properlyOur records also show that the check was never
cashed so we resent the check by another meansThe consumer did receive that check
Due to the poor service we have refunded the consumer the deductible they paid and what they have paid for the warranty up to this pointWe have contacted the consumer and they are aware of the additional payouts
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A manager from Square Trade contacted me and apologized for the poor serviceHe also refunded my premium payments and deductible, which I feel is fair compensation for the poor service I received
We apologize for any inconvenience that the consumer might have experienced during this processThe consumer purchased this warranty on 11/24/The warranty the consumer purchased was a standard warranty that covers electrical and mechanical malfunctions and does not cover accidental damage
The above terms are all included at the beginning of the consumer's warranty contract which is made available to them both online and through our mobile applicationsContrary to the customer's opinion our warranties exceed the manufacturer's warranty by to years on average depending on the product and manufacturerIt is very important to us for our consumer's to understand that at no time do we intentionally misled themIf the consumer feels he has been misled then we do apologize but that is not our intentFinally once we had advised the consumer that his warranty did not include accidental damage we promptly refunded him the cost of his warranty in good faith
We are sorry the consumer had an issue with their claim.The consumer does have a SquareTrade warranty on their phone, but the warranty that was purchase does not cover "Drops and SpillsThe repair depots evaluates if an electronic device was damaged by the “liquid exposure” indicators that are in
cell phones and other portable electronic devicesThat is the criteria the depot used to establish that the unit had liquid exposure. We are sorry but based on our Terms and Conditions for this warranty, we would not be able to take a claimSince the warranty was not of any use to the consumer we cancelled the warranty and refunded the full warranty price to them
We are sorry for any issues the consumer experienced with their device
The main reason why Squaretrade has been unable to assist the consumer with their device is due to the item still being under the manufacturer's warrantyAs stated in the Terms & Conditions, "The Protection Plan is
inclusive of any US 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."According to our records, the consumer has since canceled their warranty with a full refundMoving forward, we would be unable to provide assistance
We are sorry for any issues the consumer had with their device. Several attempts have been made to contact the consumer at the phone number we have on file In order to trouble shoot the customer's unit we would need to have them on the phone and near the device We have also had trouble validating the consumer's model and serial number provided SquareTrade's appliance department has reached back out to the consumer to gather in the information necessary and trouble shoot the device Currently, we are waiting for the consumer to return our calls to finish their claim process
We are sorry for any confusion experienced during the claim process
Squaretrade, unfortunately, does not cover software related issuesAs per our service contract, We do not cover, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application
programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"This is the reason the laptop was returned needing a software configurationWe do apologize for the delay and missing accessories from the last repair. According to our records, the reimbursement check for the $** dollars is en route to the consumer and should arrive within 7-daysRegarding the refund of the warranty, we are unable to provide a refund of the warranty directly and the consumer needs to contact the warranty reseller in order to be reimbursedThis is due to how the warranties are sold and billed for by the sellerSquaretrade has expressed this to the consumer and advised to contact them for the full warranty refund
Complaint: ***I am rejecting this response because: if only new item warranties are available, you should clearly describe at the listingI don't see anywhere saying only for new itemsAll I see is
(1) SquareTrade Protection Plans purchased on *** are available only for items bought on ***
(2) Coverage begins on day from the date of item purchase. If you encounter issues with your item during the first days, you maybe eligible to file a claim under the ***™ Money Back Guarantee
(3) If your item is described as "New," your protection plan term assumes that your item has a valid manufacturer's warranty. If your item doesn't include a manufacturer's warranty, your coverage term will be adjusted to reflect that
(4)Coverage is not available for modified gaming systems
After reviewing your above description from listing, I have no doubt my item won't coverI don't see anywhere describing about neither refurbished item nor offered at the time of checkout only. Sincerely,*** ***
Complaint: ***I am rejecting this response because:
Once again I followed their "directions" and filed the claims and they only processed 8, leaving still outstanding claims yet to be resolved
Sincerely,*** ***
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
Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with his devicePer the Terms & Conditions the SquareTrade warranty does not cover items infested with bugsThe consumer has been refunded for the full amount paid for the warrantyThe
consumer has been contacted by phone & via email to discuss the claim
Complaint Response Date bumped because: Holiday
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, *** ***
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***
Complaint: ***I am rejecting this response because:
it has been you guys have had this computer with zero update I want this done already, I was promised to know by now
Sincerely,Salvatore ***
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,*** ***
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
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 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
Dear *** ***, Thank you for the clarification regarding the partial refund you've received and the new requested balance. We will forward the appeal for your remaining balance and notify you once we have more information regarding your refund Thank you for your patience. *** ** *** ***
** *** *** *** ***
*** ** ***
*** * ***
*** ***
*** *** ***
*** ***
Initial Business Response /* (1000, 5, 2015/09/14) */
We are sorry the consumer had delays with their payment
We do not know why the check was not received when the claim was initially processedOur records show that it was processed properlyOur records also show that the check was never
cashed so we resent the check by another meansThe consumer did receive that check
Due to the poor service we have refunded the consumer the deductible they paid and what they have paid for the warranty up to this pointWe have contacted the consumer and they are aware of the additional payouts
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A manager from Square Trade contacted me and apologized for the poor serviceHe also refunded my premium payments and deductible, which I feel is fair compensation for the poor service I received
We apologize for any inconvenience that the consumer might have experienced during this processThe consumer purchased this warranty on 11/24/The warranty the consumer purchased was a standard warranty that covers electrical and mechanical malfunctions and does not cover accidental damage
The above terms are all included at the beginning of the consumer's warranty contract which is made available to them both online and through our mobile applicationsContrary to the customer's opinion our warranties exceed the manufacturer's warranty by to years on average depending on the product and manufacturerIt is very important to us for our consumer's to understand that at no time do we intentionally misled themIf the consumer feels he has been misled then we do apologize but that is not our intentFinally once we had advised the consumer that his warranty did not include accidental damage we promptly refunded him the cost of his warranty in good faith
We are sorry the consumer had an issue with their claim.The consumer does have a SquareTrade warranty on their phone, but the warranty that was purchase does not cover "Drops and SpillsThe repair depots evaluates if an electronic device was damaged by the “liquid exposure” indicators that are in
cell phones and other portable electronic devicesThat is the criteria the depot used to establish that the unit had liquid exposure. We are sorry but based on our Terms and Conditions for this warranty, we would not be able to take a claimSince the warranty was not of any use to the consumer we cancelled the warranty and refunded the full warranty price to them
We are sorry for any issues the consumer experienced with their device
The main reason why Squaretrade has been unable to assist the consumer with their device is due to the item still being under the manufacturer's warrantyAs stated in the Terms & Conditions, "The Protection Plan is
inclusive of any US 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."According to our records, the consumer has since canceled their warranty with a full refundMoving forward, we would be unable to provide assistance
We are sorry for any issues the consumer had with their device. Several attempts have been made to contact the consumer at the phone number we have on file In order to trouble shoot the customer's unit we would need to have them on the phone and near the device We have also had trouble validating the consumer's model and serial number provided SquareTrade's appliance department has reached back out to the consumer to gather in the information necessary and trouble shoot the device Currently, we are waiting for the consumer to return our calls to finish their claim process
We are sorry for any confusion experienced during the claim process
Squaretrade, unfortunately, does not cover software related issuesAs per our service contract, We do not cover, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application
programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"This is the reason the laptop was returned needing a software configurationWe do apologize for the delay and missing accessories from the last repair. According to our records, the reimbursement check for the $** dollars is en route to the consumer and should arrive within 7-daysRegarding the refund of the warranty, we are unable to provide a refund of the warranty directly and the consumer needs to contact the warranty reseller in order to be reimbursedThis is due to how the warranties are sold and billed for by the sellerSquaretrade has expressed this to the consumer and advised to contact them for the full warranty refund
Complaint: ***I am rejecting this response because: if only new item warranties are available, you should clearly describe at the listingI don't see anywhere saying only for new itemsAll I see is
(1) SquareTrade Protection Plans purchased on *** are available only for items bought on ***
(2) Coverage begins on day from the date of item purchase. If you encounter issues with your item during the first days, you maybe eligible to file a claim under the ***™ Money Back Guarantee
(3) If your item is described as "New," your protection plan term assumes that your item has a valid manufacturer's warranty. If your item doesn't include a manufacturer's warranty, your coverage term will be adjusted to reflect that
(4)Coverage is not available for modified gaming systems
After reviewing your above description from listing, I have no doubt my item won't coverI don't see anywhere describing about neither refurbished item nor offered at the time of checkout only. Sincerely,*** ***
Complaint: ***I am rejecting this response because:
Once again I followed their "directions" and filed the claims and they only processed 8, leaving still outstanding claims yet to be resolved
Sincerely,*** ***
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
Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with his devicePer the Terms & Conditions the SquareTrade warranty does not cover items infested with bugsThe consumer has been refunded for the full amount paid for the warrantyThe
consumer has been contacted by phone & via email to discuss the claim
Complaint Response Date bumped because: Holiday
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, *** ***
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***
Complaint: ***I am rejecting this response because:
it has been you guys have had this computer with zero update I want this done already, I was promised to know by now
Sincerely,Salvatore ***
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,*** ***
Final Consumer Response /* (2000, 6, 2015/09/15) */
the company has resolved this issue Sept 10,
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
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