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 issue the consumer experienced with their device.We show the consumer contacted Squaretrade and initiated the claim on 9/29/** and was asked to send a copy of the receipt9/30/** the following day, the receipt was received and Squaretrade processed the claim for a full
reimbursementCurrently, a check has been processed as of Monday 10/3/** and is in route to the consumerWe apologise for any delays encountered during the claim process
We are sorry for any issues that the consumer has had with their device.A warranty and the device need to be purchased directly from the re-seller, on Amazon's website it states "SquareTrade Protection Plans are only valid for new products purchased at *** within the last days."
The Consumers device was not purchased directly from *** nor a warranty from SquareTrade making their coverage invalid
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
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
Complaint: ***I am rejecting this response because:I appreciate refund being processed for the warranty although it was supposed to have been processed some three weeks prior per the agents instructions and was not actually the original reason for my complaint The original issues 1) my tv not being repaired 2) my tv screen being damaged immediately prior to the repair are still not being addressed Barring my tv repaired and/or the screen being fixed, again an issue that did not exist prior to "inspection" and repair by the tech, I see no other reasonable resolution.Sincerely,*** ***
We are sorry for any issues the consumer had with their device. The consumer's claim was approved for rapid repair When our depot facility received the device the consumer's Find My Iphone (FMI) feature was still turned on not allowing the techs to begin work on the device Several
attempts were made to contact the consumer to have the FMI feature turned off We were able to walk the consumer through turning off the FMI feature when they called in to check on their claim status After the FMI feature was turned off our depot facility was able to complete the repairs to the consumer's device The consumer's device has been returned repaired
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 are sorry for any issues the consumer had with their device. SquareTrade works very hard to be as transparent in our coverage as possible The consumers warranty contract does not permit warranty coverage to be transferred to an upgraded device Per the consumers request we have cancelled and refunded the remaining phone warranties
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they called in on *** to file a claim on their *** *** *** Claims filed on *** *** through SquareTrade are handled directly by *** *** team
When the consumer filed their claim they were transferred directly to *** *** team so they could complete the claim process Currently, the consumer needs to follow up with the re-seller as they have taken over the claim process We have sent the consumer an email with *** *** team contact information
Complaint: ***I am rejecting this response because: The warranty was sold to me to cover all unintentional damages to the computer If not, why did the salesman who sold it insist that I contact the seller of the warranty when I returned with the broken computer to claim repair or refund?Sincerely,*** ***
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
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,*** ***
We are sorry for any issues the consumer had with their device. When a device is purchased from a SquareTrade re-seller the warranty for that device should also be purchased from that re-seller A warranty purchased directly from SquareTrade when the device is purchased from a re-seller
that offers our warranty would be valid, but is not encouraged The consumers warranty is valid and we filed a claim on their device for repair
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
We are sorry for any issues the consumer experienced with their device
As previously stated, Squaretrade requires that the receipt details the reason for the cost (part, labor, diagnostics, etc)Since the receipt provided only detailed the bulk cost of the repair, we needed to reach out and verify what the total cost entailedSquaretrade will cover labor and repair costs but will not reimburse for diagnostic costsRegarding the check, as we use ***, the delivery time can vary from 7-business daysThe check at its latest should be arriving 6/and would be happy to reissue a new one if not received by that time
We are sorry for any issues the consumer had with their device. It appears the IMEI number the consumer provided comes back invalid when entered into our system The IMEI was requested more than once due the initial one being invalid We have requested the correct IMEI and would be
able to continue with a claim once received
Complaint: ***I am rejecting this response because:
there listed response is what they sent me a few weeks ago and I already recorded and ssent what they asked for and called them a few weeks ago. my last response were my resultsSincerely,James ***
We are sorry for any confusion experienced during the claim process
According to Squaretrade's Terms & Conditions, under "What is not covered", "including but not limited tolosstheftor destroyed"This is the case when a device is unrecoverable such as lost at sea, stolen or
damaged beyond recognitionUnless the consumer is able to retrieve any or all pieces displaying the serial number or an alternative part to identify the device, we would be unable to honor the warranty
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
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 issue the consumer experienced with their device.We show the consumer contacted Squaretrade and initiated the claim on 9/29/** and was asked to send a copy of the receipt9/30/** the following day, the receipt was received and Squaretrade processed the claim for a full
reimbursementCurrently, a check has been processed as of Monday 10/3/** and is in route to the consumerWe apologise for any delays encountered during the claim process
We are sorry for any issues that the consumer has had with their device.A warranty and the device need to be purchased directly from the re-seller, on Amazon's website it states "SquareTrade Protection Plans are only valid for new products purchased at *** within the last days."
The Consumers device was not purchased directly from *** nor a warranty from SquareTrade making their coverage invalid
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
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
Complaint: ***I am rejecting this response because:I appreciate refund being processed for the warranty although it was supposed to have been processed some three weeks prior per the agents instructions and was not actually the original reason for my complaint The original issues 1) my tv not being repaired 2) my tv screen being damaged immediately prior to the repair are still not being addressed Barring my tv repaired and/or the screen being fixed, again an issue that did not exist prior to "inspection" and repair by the tech, I see no other reasonable resolution.Sincerely,*** ***
We are sorry for any issues the consumer had with their device. The consumer's claim was approved for rapid repair When our depot facility received the device the consumer's Find My Iphone (FMI) feature was still turned on not allowing the techs to begin work on the device Several
attempts were made to contact the consumer to have the FMI feature turned off We were able to walk the consumer through turning off the FMI feature when they called in to check on their claim status After the FMI feature was turned off our depot facility was able to complete the repairs to the consumer's device The consumer's device has been returned repaired
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 are sorry for any issues the consumer had with their device. SquareTrade works very hard to be as transparent in our coverage as possible The consumers warranty contract does not permit warranty coverage to be transferred to an upgraded device Per the consumers request we have cancelled and refunded the remaining phone warranties
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they called in on *** to file a claim on their *** *** *** Claims filed on *** *** through SquareTrade are handled directly by *** *** team
When the consumer filed their claim they were transferred directly to *** *** team so they could complete the claim process Currently, the consumer needs to follow up with the re-seller as they have taken over the claim process We have sent the consumer an email with *** *** team contact information
Complaint: ***I am rejecting this response because: The warranty was sold to me to cover all unintentional damages to the computer If not, why did the salesman who sold it insist that I contact the seller of the warranty when I returned with the broken computer to claim repair or refund?Sincerely,*** ***
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
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,*** ***
We are sorry for any issues the consumer had with their device. When a device is purchased from a SquareTrade re-seller the warranty for that device should also be purchased from that re-seller A warranty purchased directly from SquareTrade when the device is purchased from a re-seller
that offers our warranty would be valid, but is not encouraged The consumers warranty is valid and we filed a claim on their device for repair
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
We are sorry for any issues the consumer experienced with their device
As previously stated, Squaretrade requires that the receipt details the reason for the cost (part, labor, diagnostics, etc)Since the receipt provided only detailed the bulk cost of the repair, we needed to reach out and verify what the total cost entailedSquaretrade will cover labor and repair costs but will not reimburse for diagnostic costsRegarding the check, as we use ***, the delivery time can vary from 7-business daysThe check at its latest should be arriving 6/and would be happy to reissue a new one if not received by that time
We are sorry for any issues the consumer had with their device. It appears the IMEI number the consumer provided comes back invalid when entered into our system The IMEI was requested more than once due the initial one being invalid We have requested the correct IMEI and would be
able to continue with a claim once received
Complaint: ***I am rejecting this response because:
there listed response is what they sent me a few weeks ago and I already recorded and ssent what they asked for and called them a few weeks ago. my last response were my resultsSincerely,James ***
We are sorry for any confusion experienced during the claim process
According to Squaretrade's Terms & Conditions, under "What is not covered", "including but not limited tolosstheftor destroyed"This is the case when a device is unrecoverable such as lost at sea, stolen or
damaged beyond recognitionUnless the consumer is able to retrieve any or all pieces displaying the serial number or an alternative part to identify the device, we would be unable to honor the warranty
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