The brochure does not state many of our policy and procedures since it is not our terms and conditions, but rather a way to detail the benefits of the protection planThis is why we provide copies of the protection plan and make attempts to email copies to all of our consumersWe also give our consumers days from purchase to cancel the plan with a full refund and a prorated refund after that periodMoving forward, we would be unable provide any additional coverage in connection with this warranty or claim
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,*** ***
Complaint: ***I am rejecting this response because:
This warranty was already canceled by your customer service a few weeks ago, they gave me a prorated amount of dollars backIf you aren't going to replace the power supply then I should have got a full refundSo how are you going to cancel something that is already canceled?Sincerely,*** ***
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. As consumers are not required to register their warranties, proof of purchase isn't verified until a claim needs to be filed
We have reimbursed the consumer for the total amount of their monthly installments
We apologize for the inconvenience experienced with this claim.Due to the difficulty the consumer experienced receiving their gift card, we have instead provided the consumer a check for the reimbursement amountThis check was mailed on 1/22/and will arrive within 5-business daysHopefully
this information clarifies the situation and we appreciate the consumer's patience
We are sorry for any issues the consumer had with their device.
After looking into the consumer's account, it appears we have received the necessary proof of purchase to verify the item prices At this point, we have processed a reimbursement for each of the consumers
items
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
We apologize for any confusion regarding our claim process
Squaretrade's coverage policy for mobile phone start with a repair first or if that is not applicable then we will provide a replacementThe service contract is clear that we will provide, "a product of like, kind, quality, and functionality."Since we have a replacement phone available for the consumer, we would be unable to provide reimbursement for the deviceWe understand the consumer states they were advised differently, unfortunately, we do not have any record of this exceptionMoving forward, we will be more than happy to provide a replacement unit but that would be the extent of assistance we are able to offer
Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize the consumer experienced issues with their device
The consumer has been contacted to resolve their concernsPer Terms & Conditions, "We don't cover software issues, including for computers, phones, and tablets" however the
consumer has been offered additional repairs and we will cover if a software issue is not determinedAt this point we have processed a refund for the full amount paid for the warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The person I spoke with was very nice & helpfulShe offered to let me send my computer in again & troubleshoot it one more time & if it wasn't a software problem they would refund the price of my computer fullyWith everything going on with the holidays I chose to just take the full refund of the protection amount that was offeredThis person was very nice & wonderful to speak with & did agree that the brochures need to be in line with the contract you receive onlineI feel the refund of the warranty is a fair resolutionThanks Squaretrade
Regardless of the cause the accidental damage, it is not covered under the consumer's warrantyWe would recommend that the consumer contacts the manufacturer if the incorrect screws were provided with the unitSquaretrade has canceled and refunded the warranty to the consumer and is unable to provide further assistance
SquareTrade apologizes for any additional charges incurred after the end of the warranty.As it turns out, there was a system issue that caused monthly plans to continue charging long after the warranty was doneWe will be processing a refund for the full amount to the consumer as soon as possible
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
Complaint: ***I am rejecting this response because: I am being told that I can not have an upgrade what so ever until my warranty expiresI thought they would be an outstanding company with the endorsement of *** *** I can not use my galaxy SEdge tried to have square tade fix it for me or replace but they will not honor my warranty because I upgradedI call total B.S so I want my money back all dollars that I paid when I signed up for square trade and put in their advertising that if the customer upgrades then their warranty is void.
is void
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, 2015/07/22) */
We are sorry the consumer had a problem with their TV
The reason there had been a delay is that we had been requesting a photo of the full TVThe consumer is just sending us a photo of the issueOnce we received the photo of the full TV we
were able to process a claim and are getting the consumer a replacement TV
Although our Terms and Conditions state that we can replace a device with a "new or refurbished product of equal features and functionality"We are making an exception in this case and are replacing the consumer's TV with a model which is considered an upgradeWe are waiting for the consumer to confirm that the replacement TV is acceptable
We are sorry for any issue the consumer experienced with their device.Squaretrade has been committed to trying to resolve this matter for the consumerThere seemed to have been some scheduling issues between the consumer and our technicianAs a result, we had advised the consumer to find a local
technician to repair the unit, the consumer agreed and we have processed their reimbursement for all charges as of 10/13/**
SquareTrade warranties are not applicable for multiple items nor accessoriesUnfortunately, attempting to purchase a warranty that covers the purchase price of an item plus an accessory does not expand the coverage to the additional itemThe terms and conditions of the warranty clearly state that
accessories are not covered, ie; "We don't cover accessories"Any item or device that is not included with the unit would be considered an accessoryAs stated by the consumer, a refund of the additional warranty cost has been providedSince the Terms & Conditions are proactively provided to all consumers via email and available on our website, we would not be able to provide assistance in connection with the "Ice maker kit" described by the consumer
We are sorry for any issues the consumer had with their device.
Looking into the consumers account we have moved to a reimbursement of the item price due to the issues the consumer's has experienced
We are sorry for any issues the consumer had with their device.
When the consumers initial claim was filed their was an issue verifying IMEI number associated with their device
We have been able to verify the consumers IMEI number with their carrier and process a claim for
reimbursement
The brochure does not state many of our policy and procedures since it is not our terms and conditions, but rather a way to detail the benefits of the protection planThis is why we provide copies of the protection plan and make attempts to email copies to all of our consumersWe also give our consumers days from purchase to cancel the plan with a full refund and a prorated refund after that periodMoving forward, we would be unable provide any additional coverage in connection with this warranty or claim
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,*** ***
Complaint: ***I am rejecting this response because:
This warranty was already canceled by your customer service a few weeks ago, they gave me a prorated amount of dollars backIf you aren't going to replace the power supply then I should have got a full refundSo how are you going to cancel something that is already canceled?Sincerely,*** ***
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. As consumers are not required to register their warranties, proof of purchase isn't verified until a claim needs to be filed
We have reimbursed the consumer for the total amount of their monthly installments
We apologize for the inconvenience experienced with this claim.Due to the difficulty the consumer experienced receiving their gift card, we have instead provided the consumer a check for the reimbursement amountThis check was mailed on 1/22/and will arrive within 5-business daysHopefully
this information clarifies the situation and we appreciate the consumer's patience
We are sorry for any issues the consumer had with their device.
After looking into the consumer's account, it appears we have received the necessary proof of purchase to verify the item prices At this point, we have processed a reimbursement for each of the consumers
items
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
We apologize for any confusion regarding our claim process
Squaretrade's coverage policy for mobile phone start with a repair first or if that is not applicable then we will provide a replacementThe service contract is clear that we will provide, "a product of like, kind, quality, and functionality."Since we have a replacement phone available for the consumer, we would be unable to provide reimbursement for the deviceWe understand the consumer states they were advised differently, unfortunately, we do not have any record of this exceptionMoving forward, we will be more than happy to provide a replacement unit but that would be the extent of assistance we are able to offer
Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize the consumer experienced issues with their device
The consumer has been contacted to resolve their concernsPer Terms & Conditions, "We don't cover software issues, including for computers, phones, and tablets" however the
consumer has been offered additional repairs and we will cover if a software issue is not determinedAt this point we have processed a refund for the full amount paid for the warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The person I spoke with was very nice & helpfulShe offered to let me send my computer in again & troubleshoot it one more time & if it wasn't a software problem they would refund the price of my computer fullyWith everything going on with the holidays I chose to just take the full refund of the protection amount that was offeredThis person was very nice & wonderful to speak with & did agree that the brochures need to be in line with the contract you receive onlineI feel the refund of the warranty is a fair resolutionThanks Squaretrade
Regardless of the cause the accidental damage, it is not covered under the consumer's warrantyWe would recommend that the consumer contacts the manufacturer if the incorrect screws were provided with the unitSquaretrade has canceled and refunded the warranty to the consumer and is unable to provide further assistance
SquareTrade apologizes for any additional charges incurred after the end of the warranty.As it turns out, there was a system issue that caused monthly plans to continue charging long after the warranty was doneWe will be processing a refund for the full amount to the consumer as soon as possible
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
Complaint: ***I am rejecting this response because: I am being told that I can not have an upgrade what so ever until my warranty expiresI thought they would be an outstanding company with the endorsement of *** *** I can not use my galaxy SEdge tried to have square tade fix it for me or replace but they will not honor my warranty because I upgradedI call total B.S so I want my money back all dollars that I paid when I signed up for square trade and put in their advertising that if the customer upgrades then their warranty is void.
is void
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, 2015/07/22) */
We are sorry the consumer had a problem with their TV
The reason there had been a delay is that we had been requesting a photo of the full TVThe consumer is just sending us a photo of the issueOnce we received the photo of the full TV we
were able to process a claim and are getting the consumer a replacement TV
Although our Terms and Conditions state that we can replace a device with a "new or refurbished product of equal features and functionality"We are making an exception in this case and are replacing the consumer's TV with a model which is considered an upgradeWe are waiting for the consumer to confirm that the replacement TV is acceptable
We are sorry for any issue the consumer experienced with their device.Squaretrade has been committed to trying to resolve this matter for the consumerThere seemed to have been some scheduling issues between the consumer and our technicianAs a result, we had advised the consumer to find a local
technician to repair the unit, the consumer agreed and we have processed their reimbursement for all charges as of 10/13/**
SquareTrade warranties are not applicable for multiple items nor accessoriesUnfortunately, attempting to purchase a warranty that covers the purchase price of an item plus an accessory does not expand the coverage to the additional itemThe terms and conditions of the warranty clearly state that
accessories are not covered, ie; "We don't cover accessories"Any item or device that is not included with the unit would be considered an accessoryAs stated by the consumer, a refund of the additional warranty cost has been providedSince the Terms & Conditions are proactively provided to all consumers via email and available on our website, we would not be able to provide assistance in connection with the "Ice maker kit" described by the consumer
We are sorry for any issues the consumer had with their device.
Looking into the consumers account we have moved to a reimbursement of the item price due to the issues the consumer's has experienced
We are sorry for any issues the consumer had with their device.
When the consumers initial claim was filed their was an issue verifying IMEI number associated with their device
We have been able to verify the consumers IMEI number with their carrier and process a claim for
reimbursement