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
Complaint: ***I am rejecting this response because:
It has been at least a month since I filed the warranty claimNow, I'm waiting on the repairsI will not retract my complaint until my phone is returned and shown to be fully functional to it's previous state.Sincerely,*** ***
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 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
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, 2015/10/13) */
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
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, Shawn ***
We apologize for any confusion regarding the claim process
According to our records, the reason additional requests for the consumer receipt were requested is due to not all of the devices were listedThe copies of the billing invoice provided were missing some of the phones that are
warrantiedWe show that a supervisor was able to obtain the invoice showing all of the necessary informationCurrently, a claim has been filed for a repair and reimbursement for the repair costs issued on ***We can definitely process the consumer's current request to cancel and refund all warranties but would recommend that since we have the necessary documentation, all warranty have been validated and still have remaining coverage available
We are sorry for any issues the consumer had with their device
Due to the delays repairing the consumer's device, the deductible was refunded to them The customer's item was returned to them on *** but appears to have suffered some damage in shipping A follow up claim
has been processed to reimburse the consumer for their item price
Complaint: ***I am rejecting this response because:
It does not address the complaint that Square trade was not only not transparent, but were purposely deceptive in both there communication/advertising regarding their plan, but also deceptive in never notifying me that my policy had been cancelled prior to the advertised term.Sincerely,*** ***
Squaretrade received the request for cancellation and refund on *** and was processed on ***The funds will be applied back to the method used for payment and will be available as quickly as the consumers financial institution makes it available
We apologize sincerely for the issues the consumer experienced with this claim.Based on the information on the consumer's account, it does appear as though the covered item was lost before it could arrive at our repair facilityUnfortunately, since the consumer no longer has their device they would be unable use the policy, we have reached out and we agreed on refunding the deductible for the unusable claim, as well as the full purchase price of the warranty. The consumer and SquareTrade has agreed this would be the best resolution given the situation, we appreciate the consumer's patience and understanding regarding this situation
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
To address the consumer's concern our company issued a manual refund for $on 1/2/which is the full amount shown as paid on her receipt for the warranty.
What the
consumer is missing in all of this is that she received a 10% discount on all her purchases hence the $refundWe do not refund monies that have not been
paid by the consumer and as such consider the matter closed.Tell us why here
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, *** ***
Business
Most Recent MessageDate Sent: 4/5/7:45:PM
We apologize for any inconvenience that the consumer might have experienced during this process
As of today 04/05/we have reached out to the consumer and have come to a favorable conclusion where
he is fully satisfied!
The case has been brought to a successful close!
Complaint:***I am rejecting this response because:
The company apology is not acceptedThere's absolutely NO "misunderstanding or difficulty" (on my end) at allThey have failed to correctly comprehend what I've said, both before submitting this report as well as now
I've already sent them everything they need to "confirm" the fact that I did indeed purchase a protection plan for my new computer monitorSquareTrade needs to open their eyes and realize the fact that what I sent them as proof I paid for a protection plan via their company clearly shows their company logo
No, I will not be calling SquareTradeThere's absolutely ZERO reason to
Sincerely,
Brian ***
Complaint: ***I am rejecting this response because:
The company apology is not acceptedThere's absolutely NO "misunderstanding or difficulty" (on my end) at allThey have failed to correctly comprehend what I've said, both before submitting this report as well as now
I've already sent them everything they need to "confirm" the fact that I did indeed purchase a protection plan for my new computer monitorSquareTrade needs to open their eyes and realize the fact that what I sent them as proof I paid for a protection plan via their company clearly shows their company logo
No, I will not be calling SquareTradeThere's absolutely ZERO reason to
Sincerely,
Brian***
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, Karen ***
Complaint: ***I am rejecting this response because: My apologies for sound upset, but there is no confusion --- based on the repairs to my computer the receipt and subsequent invoices I sent them are clear *** ***, like Square Trade, is not bending on giving me a more detailed receipt than what I was given to fix my computer The receipt, I agree is general, however *** ***, their Store Manager, or he mentioned any associate at *** *** can confirm the services rendered and the amount for the services first hand Their pricing plans are packages and unlike small computer companies they do not detail out the services rendered in exact detail that Square Trade is askingI think it is perfectly reasonable for Square Trade to call the number I have provided, or they can look it up and call, if they feel it's bogus, the *** ***, *** *** *** I took the computer that Square could not fix themselves
Terrible service and their pragmatic response to this complaint is not at all flexibleI'm a consumer caught between un-bedding company policies that could easily contact each other and resolve this issue instantly *** *** is willing to take the call and confirm, because they cannot provide the receipt in the format and detail explanation that Square Trade is requiring, but Square Trade is unwilling to take the additional step to contact them to help resolve this issue which by the way was created because their internal services could not fix the computer problem.
Sincerely,Juan *** ***
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.According to the consumer's warranty contract SquareTrade will: Repair Your Product, or; 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, or; Provide a new or refurbished product of equal features and functionality.SquareTrade is unable to source a comparable replacement deviceAt this time, we have exhausted all options and will be reimbursing the consumer for the cost of the device
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
Complaint: ***I am rejecting this response because:
It has been at least a month since I filed the warranty claimNow, I'm waiting on the repairsI will not retract my complaint until my phone is returned and shown to be fully functional to it's previous state.Sincerely,*** ***
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 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
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, 2015/10/13) */
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
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, Shawn ***
We apologize for any confusion regarding the claim process
According to our records, the reason additional requests for the consumer receipt were requested is due to not all of the devices were listedThe copies of the billing invoice provided were missing some of the phones that are
warrantiedWe show that a supervisor was able to obtain the invoice showing all of the necessary informationCurrently, a claim has been filed for a repair and reimbursement for the repair costs issued on ***We can definitely process the consumer's current request to cancel and refund all warranties but would recommend that since we have the necessary documentation, all warranty have been validated and still have remaining coverage available
We are sorry for any issues the consumer had with their device
Due to the delays repairing the consumer's device, the deductible was refunded to them The customer's item was returned to them on *** but appears to have suffered some damage in shipping A follow up claim
has been processed to reimburse the consumer for their item price
Complaint: ***I am rejecting this response because:
It does not address the complaint that Square trade was not only not transparent, but were purposely deceptive in both there communication/advertising regarding their plan, but also deceptive in never notifying me that my policy had been cancelled prior to the advertised term.Sincerely,*** ***
Squaretrade received the request for cancellation and refund on *** and was processed on ***The funds will be applied back to the method used for payment and will be available as quickly as the consumers financial institution makes it available
We apologize sincerely for the issues the consumer experienced with this claim.Based on the information on the consumer's account, it does appear as though the covered item was lost before it could arrive at our repair facilityUnfortunately, since the consumer no longer has their device they would be unable use the policy, we have reached out and we agreed on refunding the deductible for the unusable claim, as well as the full purchase price of the warranty. The consumer and SquareTrade has agreed this would be the best resolution given the situation, we appreciate the consumer's patience and understanding regarding this situation
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
To address the consumer's concern our company issued a manual refund for $on 1/2/which is the full amount shown as paid on her receipt for the warranty.
What the
consumer is missing in all of this is that she received a 10% discount on all her purchases hence the $refundWe do not refund monies that have not been
paid by the consumer and as such consider the matter closed.Tell us why here
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, *** ***
Business
Most Recent MessageDate Sent: 4/5/7:45:PM
We apologize for any inconvenience that the consumer might have experienced during this process
As of today 04/05/we have reached out to the consumer and have come to a favorable conclusion where
he is fully satisfied!
The case has been brought to a successful close!
Complaint:***I am rejecting this response because:
The company apology is not acceptedThere's absolutely NO "misunderstanding or difficulty" (on my end) at allThey have failed to correctly comprehend what I've said, both before submitting this report as well as now
I've already sent them everything they need to "confirm" the fact that I did indeed purchase a protection plan for my new computer monitorSquareTrade needs to open their eyes and realize the fact that what I sent them as proof I paid for a protection plan via their company clearly shows their company logo
No, I will not be calling SquareTradeThere's absolutely ZERO reason to
Sincerely,
Brian ***
Complaint: ***I am rejecting this response because:
The company apology is not acceptedThere's absolutely NO "misunderstanding or difficulty" (on my end) at allThey have failed to correctly comprehend what I've said, both before submitting this report as well as now
I've already sent them everything they need to "confirm" the fact that I did indeed purchase a protection plan for my new computer monitorSquareTrade needs to open their eyes and realize the fact that what I sent them as proof I paid for a protection plan via their company clearly shows their company logo
No, I will not be calling SquareTradeThere's absolutely ZERO reason to
Sincerely,
Brian***
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, Karen ***
Complaint: ***I am rejecting this response because: My apologies for sound upset, but there is no confusion --- based on the repairs to my computer the receipt and subsequent invoices I sent them are clear *** ***, like Square Trade, is not bending on giving me a more detailed receipt than what I was given to fix my computer The receipt, I agree is general, however *** ***, their Store Manager, or he mentioned any associate at *** *** can confirm the services rendered and the amount for the services first hand Their pricing plans are packages and unlike small computer companies they do not detail out the services rendered in exact detail that Square Trade is askingI think it is perfectly reasonable for Square Trade to call the number I have provided, or they can look it up and call, if they feel it's bogus, the *** ***, *** *** *** I took the computer that Square could not fix themselves
Terrible service and their pragmatic response to this complaint is not at all flexibleI'm a consumer caught between un-bedding company policies that could easily contact each other and resolve this issue instantly *** *** is willing to take the call and confirm, because they cannot provide the receipt in the format and detail explanation that Square Trade is requiring, but Square Trade is unwilling to take the additional step to contact them to help resolve this issue which by the way was created because their internal services could not fix the computer problem.
Sincerely,Juan *** ***
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.According to the consumer's warranty contract SquareTrade will: Repair Your Product, or; 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, or; Provide a new or refurbished product of equal features and functionality.SquareTrade is unable to source a comparable replacement deviceAt this time, we have exhausted all options and will be reimbursing the consumer for the cost of the device