Initial Business Response /* (1000, 5, 2015/09/30) */
We are sorry the consumer had issues with their device
The claim was processed incorrectly on our side which caused the delay in the consumer getting an update for the status of the claim
We have contacted the consumer and approved a claim
for a payoutDue to the poor experience we have also refunded the consumer the warranty price
We are sorry for any issues the consumer had with their device.When a consumer purchases a warranty for a device that was previously covered under the carrier's insurance, proof of the insurance needs to be provided for their coverage to be valid At this point in time the documentation received from the consumer does not provide any dates of coverage for their carrier insurance An email has been sent requesting the proper information needed to proceed in providing a resolution for the consumer
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
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
Initial Business Response /* (1000, 5, 2015/10/13) */
We are sorry the consumer had issues with their device
There was miscommunication between the consumer and the specialistManagement has provided additional training to ensure appropriate messaging is being communicated to consumers
To
resolve this case, we are moving forward with reimburse for the replacement deviceThe consumer has accepted and agreed to this resolution
Initial Consumer Rebuttal /* (2000, 12, 2015/11/17) */
SquareTrade was super and we agreed on the payment of the claim
We apologize for any difficulty experienced during the claims process for this item
At this time we would not be able to offer a replacement or reimbursement on this consumer's policyThis item does not qualify for our No Lemon Policy due to the length of time from the customer's previous
repairs, and as of our repair technician's most recent visit it was determined that there were no issues found with the deviceThe consumer's most recent claim was denied due to the current issue being isolated to an external source compatibility issue with a particular device, and we have not been provided any information or images to indicate otherwiseWe apologize for any misunderstanding and hope this information clarifies our result
We are sorry the consumer had issues with the shipping of their device.Before a consumer ships in their device to a Squaretrade repair center, we advise the consumer to drop their device off at a *** location or schedule a pick up from ***Squaretrade does not advise to use a drop box, as the
item is unable to be scanned in or "tracked"It's at the consumer's discretion to utilize a drop box for shipping their broken device.We will take responsibility for lost packages when we can file a claim with the shipper However, in this case *** has no record of receiving a package with the tracking number (provided by the Repair Center)Unfortunately, we're unable to assist the consumer with the lost package, as *** cannot confirm the package was received and the tracking number shows no activity
We apologize for any inconvenience that the consumer might have experienced during the replacement process
In our latest interaction with the customer dated 1/30/the consumer has gone ahead and accepted our newest replacement offer for a TV setThis has bought this matter to a satisfactory conclusionWe appreciate the consumer's continual efforts in prompting to make sure that we deliver as promised
We apologize for any inconvenience that the consumer might have experienced during this process.As of yesterday 03/13/a check for the total cost of the consumer's TV was sent out to his address on file.If he has any questions in reference to this payment we would invite him to call us at our*** and speak with one of our qualified specialist
Initial Business Response /* (1000, 5, 2015/07/30) */
Here is another claim that I received yesterday and it was resolved on Tuesday when the consumer received the replacement phone
Complaint XXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
Issue has been resolved
We are sorry for any issues the consumer experienced with their device
According to SquareTrade's Terms & Conditions under, "WHAT IS NOT COVERED", "“No Problem
Found” diagnosis, intermittent and non-intermittent issues that are not product failures"Since these type of issues are
not covered under the protection plan, we are unable to provide reimbursementWe do apologize for any miscommunication or misunderstanding that might have occurred in regards to the local repair process
We are sorry for any issues the consumer had with their device. Upon audit of the consumer's device our repair facility noted the device had liquid damage The consumer's warranty does not have accidental damage from handling protection which covers against drops and spills Also,
SquareTrade does not provide coverage for manufacturer's defects as the consumer has insisted their item failed due to manufacturer's defect The consumer's manufacturer's warranty does not apply to defects in or damages to the product caused by; accident, fire, flood, or other Acts of God Due to the consumer not having accidental damage from handling protection and their manufacturer not covering their issue we are not able to provide service to the device. We apologize for any miscommunication The consumer has been emailed a copy of their warranty contract to the email address on file Our terms and conditions outline any necessary information regarding arbitration
We are sorry for any confusion experienced during the claim process.Our records indicate that the consumer received the laptop back from repairs more than days agoWhich is why we're unable to repair the laptop again, under the "day" service guarantee.As stated in our Terms and Conditions,
"LIMIT OF LIABILITY:The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.".Unfortunately, the consumers warranty is completed because the laptop repairs has exceeded the limit of liabilityTherefore, we're not obligated to repair the laptop for the consumer again
Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experienced with their deviceDuring the purchase process on Amazon it does state SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last daysUnfortunately
the consumer misrepresented her warranty by indicating the device was "new"The consumer's device is being mailed back & a refund has been processed for the warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you only cover new items only, why didn't square trade refunded my money after I purchased
I paid for the warranty not knowing that only cover new itemsSquare trade did not attempted to cancel my warranty purchase or refunded the moneyThe original purchased date was September 21, Three months went by without any contact from Square Trade regards to the warranty purchasedUntil, December 23, 2015, I called in for a claim on my chrome bookSquare Trade returned my broken chrome book and kept the power supplyI still didn't see any refund back yet at this time
Final Business Response /* (4000, 9, 2016/01/21) */
The consumer indicated they were not aware that the warranty did not cover used items however the purchase page clearly states the protection plan is only valid for new products purchased at Amazon within the last daysSquareTrade was not aware that the consumer misrepresented their warranty for their deviceThe refund has been processed and will be returned in to business daysWe can also reimburse the consumer for the power supply that was not returned
We are sorry for any issues the consumer had with their device. The consumers warranty was purchased outside of the day purchase windowSince our warranties do not require registration the proof of purchase is not reviewed until a claim needs to be filed When the consumer filed their
claim the account was reviewed and the warranty was deemed invalid We have made an exception to reinstate the consumers warranty and file a claim device
Complaint: ***I am rejecting this response because: The headphones were not severely damaged and ripped from the speaker when I sent them to squatetradeWhen they maiked the headphones back to me they included a letter saying that I sent the wrong item not that my item was damaged beyond the terms of the warranty because it was notThe headphones arrived in a different worst off condition then when I sent them and this company who hires another company to inspect the product doesn’t even know what happened to my headphones beyond the original issue I sent them in for which was covered under the warrantyThey need to take responsibility. Sincerely,*** ***
We are sorry for any issues the consumer had with their device.Anytime a claim is filed on an item SquareTrade will always attempt to repair the item before moving to a replacement or reimbursement The consumer was instructed to have their device repaired locally and to send SquareTrade a
copy of the invoice for reimbursement According to the consumers warranty contract their item is covered up to it's full replacement cost, excluding tax and shipping Since the cost of the repairs to the consumers item cost more then the item itself we would only be able to reimburse up to the purchased price
We are sorry for any issues the consumer had with their device.At this time we have reprocessed the reimbursement for the consumer's warranty cost Please allow hours for the check to be processed and mailed out
As stated in out Terms and Conditions the “Coverage Start Date: 04/19/***” the purchase date of the deviceThe warranty length is years from that dateAs our warranties are available for many different manufacturers we do not “adjust” our warranty price based on what the manufacturer offers
Also 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
Complaint: ***I am rejecting this response because: The business is falsely claiming there are bodily fluids on the itemThis is the main reason that I contacted the Revdex.comSquaretrade is claiming the damage is caused by someone or something urinating on the ***, however the *** was never exposed to any fluid whether it be water, urine, or any other liquid substanceThe *** was installed in a sub enclosure and that sub enclosure was installed in the hatchback storage area of a *** *** ***, as that car does not have a traditional trunkThe *** enclosure took up the whole storage area space the car hadI do not have any pets and see no logistical way the *** would come in contact with any body waste
The seller now states that I can make a new claim, but in the phone calls I had with the customer service department, they consider the case closed because Squaretrade is claiming the damage on the unit is from urine, not from malfunction of the unit itself (the speaker coils)At this point, I see no reason to make an "additional" or "alternate" claim as Squaretrade has decided the *** has liquid damage, which isn't covered despite the fact that there has been no liquid exposure on the ***.
Additionally, the item was further damaged in Squaretrade's possession as the *** has an internal rattle that was not there when I received it, which conveniently enough, the warranty does not cover "accidental damage" despite that it was never dropped in my possession
At this point, It seems they have made a decision that the damage is due to liquid and I would like for squaretrade to have it tested at their expense at a laboratory so we can both have proof of where on the item the biohazard material is locatedOnce the item is done testing, I would like for Squaretrade to repair or replace the item, which Squaretrade has made no mention of actually doing in their message but rather "addressing my concerns" about the warranty, not the item itself
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/09/30) */
We are sorry the consumer had issues with their device
The claim was processed incorrectly on our side which caused the delay in the consumer getting an update for the status of the claim
We have contacted the consumer and approved a claim
for a payoutDue to the poor experience we have also refunded the consumer the warranty price
We are sorry for any issues the consumer had with their device.When a consumer purchases a warranty for a device that was previously covered under the carrier's insurance, proof of the insurance needs to be provided for their coverage to be valid At this point in time the documentation received from the consumer does not provide any dates of coverage for their carrier insurance An email has been sent requesting the proper information needed to proceed in providing a resolution for the consumer
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
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
Initial Business Response /* (1000, 5, 2015/10/13) */
We are sorry the consumer had issues with their device
There was miscommunication between the consumer and the specialistManagement has provided additional training to ensure appropriate messaging is being communicated to consumers
To
resolve this case, we are moving forward with reimburse for the replacement deviceThe consumer has accepted and agreed to this resolution
Initial Consumer Rebuttal /* (2000, 12, 2015/11/17) */
SquareTrade was super and we agreed on the payment of the claim
We apologize for any difficulty experienced during the claims process for this item
At this time we would not be able to offer a replacement or reimbursement on this consumer's policyThis item does not qualify for our No Lemon Policy due to the length of time from the customer's previous
repairs, and as of our repair technician's most recent visit it was determined that there were no issues found with the deviceThe consumer's most recent claim was denied due to the current issue being isolated to an external source compatibility issue with a particular device, and we have not been provided any information or images to indicate otherwiseWe apologize for any misunderstanding and hope this information clarifies our result
We are sorry the consumer had issues with the shipping of their device.Before a consumer ships in their device to a Squaretrade repair center, we advise the consumer to drop their device off at a *** location or schedule a pick up from ***Squaretrade does not advise to use a drop box, as the
item is unable to be scanned in or "tracked"It's at the consumer's discretion to utilize a drop box for shipping their broken device.We will take responsibility for lost packages when we can file a claim with the shipper However, in this case *** has no record of receiving a package with the tracking number (provided by the Repair Center)Unfortunately, we're unable to assist the consumer with the lost package, as *** cannot confirm the package was received and the tracking number shows no activity
We apologize for any inconvenience that the consumer might have experienced during the replacement process
In our latest interaction with the customer dated 1/30/the consumer has gone ahead and accepted our newest replacement offer for a TV setThis has bought this matter to a satisfactory conclusionWe appreciate the consumer's continual efforts in prompting to make sure that we deliver as promised
We apologize for any inconvenience that the consumer might have experienced during this process.As of yesterday 03/13/a check for the total cost of the consumer's TV was sent out to his address on file.If he has any questions in reference to this payment we would invite him to call us at our*** and speak with one of our qualified specialist
Initial Business Response /* (1000, 5, 2015/07/30) */
Here is another claim that I received yesterday and it was resolved on Tuesday when the consumer received the replacement phone
Complaint XXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
Issue has been resolved
We are sorry for any issues the consumer experienced with their device
According to SquareTrade's Terms & Conditions under, "WHAT IS NOT COVERED", "“No Problem
Found” diagnosis, intermittent and non-intermittent issues that are not product failures"Since these type of issues are
not covered under the protection plan, we are unable to provide reimbursementWe do apologize for any miscommunication or misunderstanding that might have occurred in regards to the local repair process
We are sorry for any issues the consumer had with their device. Upon audit of the consumer's device our repair facility noted the device had liquid damage The consumer's warranty does not have accidental damage from handling protection which covers against drops and spills Also,
SquareTrade does not provide coverage for manufacturer's defects as the consumer has insisted their item failed due to manufacturer's defect The consumer's manufacturer's warranty does not apply to defects in or damages to the product caused by; accident, fire, flood, or other Acts of God Due to the consumer not having accidental damage from handling protection and their manufacturer not covering their issue we are not able to provide service to the device. We apologize for any miscommunication The consumer has been emailed a copy of their warranty contract to the email address on file Our terms and conditions outline any necessary information regarding arbitration
We are sorry for any confusion experienced during the claim process.Our records indicate that the consumer received the laptop back from repairs more than days agoWhich is why we're unable to repair the laptop again, under the "day" service guarantee.As stated in our Terms and Conditions,
"LIMIT OF LIABILITY:The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.".Unfortunately, the consumers warranty is completed because the laptop repairs has exceeded the limit of liabilityTherefore, we're not obligated to repair the laptop for the consumer again
Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experienced with their deviceDuring the purchase process on Amazon it does state SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last daysUnfortunately
the consumer misrepresented her warranty by indicating the device was "new"The consumer's device is being mailed back & a refund has been processed for the warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you only cover new items only, why didn't square trade refunded my money after I purchased
I paid for the warranty not knowing that only cover new itemsSquare trade did not attempted to cancel my warranty purchase or refunded the moneyThe original purchased date was September 21, Three months went by without any contact from Square Trade regards to the warranty purchasedUntil, December 23, 2015, I called in for a claim on my chrome bookSquare Trade returned my broken chrome book and kept the power supplyI still didn't see any refund back yet at this time
Final Business Response /* (4000, 9, 2016/01/21) */
The consumer indicated they were not aware that the warranty did not cover used items however the purchase page clearly states the protection plan is only valid for new products purchased at Amazon within the last daysSquareTrade was not aware that the consumer misrepresented their warranty for their deviceThe refund has been processed and will be returned in to business daysWe can also reimburse the consumer for the power supply that was not returned
We are sorry for any issues the consumer had with their device. The consumers warranty was purchased outside of the day purchase windowSince our warranties do not require registration the proof of purchase is not reviewed until a claim needs to be filed When the consumer filed their
claim the account was reviewed and the warranty was deemed invalid We have made an exception to reinstate the consumers warranty and file a claim device
Complaint: ***I am rejecting this response because: The headphones were not severely damaged and ripped from the speaker when I sent them to squatetradeWhen they maiked the headphones back to me they included a letter saying that I sent the wrong item not that my item was damaged beyond the terms of the warranty because it was notThe headphones arrived in a different worst off condition then when I sent them and this company who hires another company to inspect the product doesn’t even know what happened to my headphones beyond the original issue I sent them in for which was covered under the warrantyThey need to take responsibility. Sincerely,*** ***
We are sorry for any issues the consumer had with their device.Anytime a claim is filed on an item SquareTrade will always attempt to repair the item before moving to a replacement or reimbursement The consumer was instructed to have their device repaired locally and to send SquareTrade a
copy of the invoice for reimbursement According to the consumers warranty contract their item is covered up to it's full replacement cost, excluding tax and shipping Since the cost of the repairs to the consumers item cost more then the item itself we would only be able to reimburse up to the purchased price
We are sorry for any issues the consumer had with their device.At this time we have reprocessed the reimbursement for the consumer's warranty cost Please allow hours for the check to be processed and mailed out
As stated in out Terms and Conditions the “Coverage Start Date: 04/19/***” the purchase date of the deviceThe warranty length is years from that dateAs our warranties are available for many different manufacturers we do not “adjust” our warranty price based on what the manufacturer offers
Also 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
Complaint: ***I am rejecting this response because: The business is falsely claiming there are bodily fluids on the itemThis is the main reason that I contacted the Revdex.comSquaretrade is claiming the damage is caused by someone or something urinating on the ***, however the *** was never exposed to any fluid whether it be water, urine, or any other liquid substanceThe *** was installed in a sub enclosure and that sub enclosure was installed in the hatchback storage area of a *** *** ***, as that car does not have a traditional trunkThe *** enclosure took up the whole storage area space the car hadI do not have any pets and see no logistical way the *** would come in contact with any body waste
The seller now states that I can make a new claim, but in the phone calls I had with the customer service department, they consider the case closed because Squaretrade is claiming the damage on the unit is from urine, not from malfunction of the unit itself (the speaker coils)At this point, I see no reason to make an "additional" or "alternate" claim as Squaretrade has decided the *** has liquid damage, which isn't covered despite the fact that there has been no liquid exposure on the ***.
Additionally, the item was further damaged in Squaretrade's possession as the *** has an internal rattle that was not there when I received it, which conveniently enough, the warranty does not cover "accidental damage" despite that it was never dropped in my possession
At this point, It seems they have made a decision that the damage is due to liquid and I would like for squaretrade to have it tested at their expense at a laboratory so we can both have proof of where on the item the biohazard material is locatedOnce the item is done testing, I would like for Squaretrade to repair or replace the item, which Squaretrade has made no mention of actually doing in their message but rather "addressing my concerns" about the warranty, not the item itself
Sincerely,*** ***