Complaint: ***I am rejecting this response because:They need to give me a solution at this placeI have tried contacting them and gave them all my information for over a period of timePlease tell them to give me a solution herewhat do they plan to do to fix the situationIt is not my fault they say the information put in there was wrongThank youSincerely,*** ***
We apologize for any inconvenience that the consumer might have experienced during this process
The consumer never purchased the warranty from the vendor they purchased their laptop fromWhat the consumer did
was go to another consumer website and purchased the warranty from them when on their
website it clearly states under
Things to Know: "SquareTrade Protection Plans are only valid for new products purchased at within the last days"
Due to this fact we cannot assist the customer with this claim as it is considered a invalid purchase of a warrantyHence the
customer was offered a full refund of their warranty purchase money
We are sorry the consumer had issues with their device
The two day repair window is from the time the unit is in our repair depot for the first repairIn this case the first repair took less than two daysThe device had continual issues and SquareTrade attempted multiple repairsAs we could
not repair the device we have processed the claim for a payout
Due to the delays the consumer experienced we also are refunding the warranty price
We have emailed the consumer to let them know that they will be receiving the refund
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
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
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 *** ***
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***
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 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
Initial Business Response /* (1000, 5, 2015/12/22) */
We apologize for the issue the consumer experienced with their deviceThe consumer has been contacted regarding the complaintThe replacement device is currently in transit and expected to arrive on 12/24/For the inconvenience the
consumer experienced we have refunded the warranty
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
I received a call from a Square Trade representative yesterday afternoon and she resolved the issue for meThank you!
Final Consumer Response /* (3000, 19, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like the entire process was too long and there wasn't enough communication from Square Trade to try and expedite it or offer an alternate solutionThey took over a month to process a claim that was resolved in less than a week in the pastI never received the full amount of my refund for the initial warranty either
Final Business Response /* (4000, 21, 2016/01/29) */
The $for the reimbursement of the warranty was credited back to the card the consumer used to make the purchase
We apologize for any inconvenience that the consumer might have experienced during this process
We denied the consumer's claim based on the diagnostics test referenced in the below e-mail sent to
the customer on 2/22/at 7:00PM:
Hello,
I’m reaching out with
an updateWe've contacted with our repair center regarding audit results as per your requestPlease see below the results which we've got from our repair center.''This machine was audit failed due to liquid exposure on the trackpad flex assemblyUpon tearing the unit down we found liquid sensor indicators tripped internally.''
Thanks,
The SquareTrade Claims Team
Being that liquid was found on the trackpad assembly and further, upon removing the encasing the liquid sensor indicators were also tripped internally this voicded the consumer's warranty
The reason this voided the consumer's warranty is because their warranty is a standard warranty which only covers mechanical and electrical issuesThe customer did not have the warranty that covers accidental damage which would have included liquid damage
As a result the claim was denied and the warranty voided
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 ***
We are sorry the consumer is having issues with their device.After reviewing this concern, Squaretrade only provides coverage for the initial device purchasedMoreover warranties are only valid if purchased within days of the deviceThe upgrade the consumer processed is well outside of that
time frame and would require a new warranty in order to be coveredDue to this we have denied coverage for the "Upgraded" device and provided a full refund of the warranty to the consumer
Complaint: 11973965I am rejecting this response because:
While I now understand what you are saying about the policy I purchased and not covering accidental damage for TV'sMy only issue is had I been given the correct information on the phone by your sales representative, I would have purchased the other plan I was considering, because it did cover accidentalI went with your plan because your rep said your plan covered all accidental and it would also save me moneyI have purchased square trade accidental for phones and small appliances, and had no reason to doubt the customer representativeLegally I understand now the warranty I purchased did not cover accidental, however, to me this is about correcting a mistake made by your customer service people, that made me feel this would be covered, and now realizing I paid for another.Sincerely,*** ***
Complaint: ***I am rejecting this response because: I am 100% disabled comma days is not enough time for me to do anything please help me and don't write this offAt my phone *** *** *** please leave a message no one identified callerSincerely,*** ***
Squaretrade provides warranties for a myriad of companies and each provides certain benefits based on the reseller's needsThe consumer, in this case, is comparing warranties purchased at a number of different places to warranties sold directly on SquareTrade's websiteThe exact listing the
consumer purchased their plan from offers different types of plans with varying prices and coverageAccording to our records, the consumer opted to purchase a warranty that requires a deductible to be processed before a claim can be filedDirectly noted on the Terms & Conditions provided to the consumer states, "Deductible: $***", it also defines it as, "Deductible: The applicable deductible, if any, for claims"We apologize if the consumer assumed all warranty provide equal coverageMoving forward, we are unable to provide assistance unless a deductible to captured and processed
According to our records, the consumer was contacted by our resolutions team and offered a reimburse for a replacement harddrive to compensate for the one lost during deliveryWe appreciate the consumer for contacting our office and consider this complaint resolved
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me provided I actually get the amount Sincerely, *** ***
We are sorry for any issues the consumer had with their device After looking into the account we have sent the consumer an email to directly reply to with a copy of their invoice Once the consumers invoice is received the reimbursement will be processed
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize for the issues the consumer experienced with their device
The consumer has been contacted with an appropriate resolution and the device is in the process of being repaired
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Until the issue has been fully resolved, I cannot say that I accept the responseIf and when the issue has been resolved, I will update my response
Final Business Response /* (4000, 9, 2015/11/24) */
Our records indicate that the consumer has been contacted by a Resolution staff member, the payout has been processed and is expected to arrive in 2-business days
Complaint: ***I am rejecting this response because:They need to give me a solution at this placeI have tried contacting them and gave them all my information for over a period of timePlease tell them to give me a solution herewhat do they plan to do to fix the situationIt is not my fault they say the information put in there was wrongThank youSincerely,*** ***
We apologize for any inconvenience that the consumer might have experienced during this process
The consumer never purchased the warranty from the vendor they purchased their laptop fromWhat the consumer did
was go to another consumer website and purchased the warranty from them when on their
website it clearly states under
Things to Know: "SquareTrade Protection Plans are only valid for new products purchased at within the last days"
Due to this fact we cannot assist the customer with this claim as it is considered a invalid purchase of a warrantyHence the
customer was offered a full refund of their warranty purchase money
We are sorry the consumer had issues with their device
The two day repair window is from the time the unit is in our repair depot for the first repairIn this case the first repair took less than two daysThe device had continual issues and SquareTrade attempted multiple repairsAs we could
not repair the device we have processed the claim for a payout
Due to the delays the consumer experienced we also are refunding the warranty price
We have emailed the consumer to let them know that they will be receiving the refund
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
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
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 *** ***
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***
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 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
Initial Business Response /* (1000, 5, 2015/12/22) */
We apologize for the issue the consumer experienced with their deviceThe consumer has been contacted regarding the complaintThe replacement device is currently in transit and expected to arrive on 12/24/For the inconvenience the
consumer experienced we have refunded the warranty
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
I received a call from a Square Trade representative yesterday afternoon and she resolved the issue for meThank you!
Final Consumer Response /* (3000, 19, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like the entire process was too long and there wasn't enough communication from Square Trade to try and expedite it or offer an alternate solutionThey took over a month to process a claim that was resolved in less than a week in the pastI never received the full amount of my refund for the initial warranty either
Final Business Response /* (4000, 21, 2016/01/29) */
The $for the reimbursement of the warranty was credited back to the card the consumer used to make the purchase
We apologize for any inconvenience that the consumer might have experienced during this process
We denied the consumer's claim based on the diagnostics test referenced in the below e-mail sent to
the customer on 2/22/at 7:00PM:
Hello,
I’m reaching out with
an updateWe've contacted with our repair center regarding audit results as per your requestPlease see below the results which we've got from our repair center.''This machine was audit failed due to liquid exposure on the trackpad flex assemblyUpon tearing the unit down we found liquid sensor indicators tripped internally.''
Thanks,
The SquareTrade Claims Team
Being that liquid was found on the trackpad assembly and further, upon removing the encasing the liquid sensor indicators were also tripped internally this voicded the consumer's warranty
The reason this voided the consumer's warranty is because their warranty is a standard warranty which only covers mechanical and electrical issuesThe customer did not have the warranty that covers accidental damage which would have included liquid damage
As a result the claim was denied and the warranty voided
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 ***
We are sorry the consumer is having issues with their device.After reviewing this concern, Squaretrade only provides coverage for the initial device purchasedMoreover warranties are only valid if purchased within days of the deviceThe upgrade the consumer processed is well outside of that
time frame and would require a new warranty in order to be coveredDue to this we have denied coverage for the "Upgraded" device and provided a full refund of the warranty to the consumer
Complaint: 11973965I am rejecting this response because:
While I now understand what you are saying about the policy I purchased and not covering accidental damage for TV'sMy only issue is had I been given the correct information on the phone by your sales representative, I would have purchased the other plan I was considering, because it did cover accidentalI went with your plan because your rep said your plan covered all accidental and it would also save me moneyI have purchased square trade accidental for phones and small appliances, and had no reason to doubt the customer representativeLegally I understand now the warranty I purchased did not cover accidental, however, to me this is about correcting a mistake made by your customer service people, that made me feel this would be covered, and now realizing I paid for another.Sincerely,*** ***
Complaint: ***I am rejecting this response because: I am 100% disabled comma days is not enough time for me to do anything please help me and don't write this offAt my phone *** *** *** please leave a message no one identified callerSincerely,*** ***
Squaretrade provides warranties for a myriad of companies and each provides certain benefits based on the reseller's needsThe consumer, in this case, is comparing warranties purchased at a number of different places to warranties sold directly on SquareTrade's websiteThe exact listing the
consumer purchased their plan from offers different types of plans with varying prices and coverageAccording to our records, the consumer opted to purchase a warranty that requires a deductible to be processed before a claim can be filedDirectly noted on the Terms & Conditions provided to the consumer states, "Deductible: $***", it also defines it as, "Deductible: The applicable deductible, if any, for claims"We apologize if the consumer assumed all warranty provide equal coverageMoving forward, we are unable to provide assistance unless a deductible to captured and processed
According to our records, the consumer was contacted by our resolutions team and offered a reimburse for a replacement harddrive to compensate for the one lost during deliveryWe appreciate the consumer for contacting our office and consider this complaint resolved
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me provided I actually get the amount Sincerely, *** ***
We are sorry for any issues the consumer had with their device After looking into the account we have sent the consumer an email to directly reply to with a copy of their invoice Once the consumers invoice is received the reimbursement will be processed
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize for the issues the consumer experienced with their device
The consumer has been contacted with an appropriate resolution and the device is in the process of being repaired
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Until the issue has been fully resolved, I cannot say that I accept the responseIf and when the issue has been resolved, I will update my response
Final Business Response /* (4000, 9, 2015/11/24) */
Our records indicate that the consumer has been contacted by a Resolution staff member, the payout has been processed and is expected to arrive in 2-business days