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.
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
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,*** ***
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
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
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
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/**
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
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 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
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
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
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,*** ***
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 ***
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
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 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
Initial Business Response /* (1000, 5, 2015/07/21) */
July 17,
Revdex.com of Atlanta Complainant's Name: *** ***
*** Agency File Number: XXXXXXXX
*** XXXXX Company File Number: CMXXXXXXXX_XXXXXXXXX
________________________________________
AT&T
Mobility ("AT&T") received the above-referenced customer's concern and appreciates the opportunity to respond*** *** states his AT&T device is covered by an extended warranty service provided by Square TradeHe states after validating that his device issue was not related to his battery he contacted Square Trade for replacement assistanceHe states he was required to send them his deviceMr*** states after two weeks he has not received a replacement device from Square TradeMr*** is requesting assistance with this matter
An AT&T Office of the President Specialist attempted to contact Mr*** by phone with out successContact attempts were made on July 14, and 16, On each call, a voice message was providedAn email was sent to Mr*** on July 14, advising our office would be contacting him and provided the specialist's contact informationAT&T does not currently support or oversee services provided through Square Trade as they are an independent business not supported by AT&TFor this reason AT&T is unable to provide assistance in addressing Mr***' reported concern and recommends the matter be redirected to Square Trade for resolutionIf Mr*** would like to discuss his concerns further, he may contact the specialist at the phone number provided below
AT&T regrets any inconvenience caused by this matterWe trust this letter addresses your concerns regarding this complaintIf you have any questions regarding this case, please contact case specialist Angie Libby at (XXX) XXX-XXXXFor all other matters, please use your channel
________________________________________
Sincerely,
*** ***
AT&T Office of the President
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint is against SquareTrade not ATT
ATT is just the carrier
Final Business Response /* (1000, 17, 2015/08/25) */
We are sorry the consumer had issues with their device
The delay in the repair of the device and subsequent lack of communication is not the way we normally address claimsWe are addressing these issues and changing our training to make sure our consumers have a better experience
In speaking to the consumer we found they have to purchase a battery and other parts to make the phone operableWe are reimbursing the consumer those costsWe are refunding the deductible as well as the warranty price as we did not complete the repair within days as we guarantee
We have communicated with the consumer and they are aware of the resolution
Final Consumer Response /* (2000, 19, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade contacted me and promised a full refund plus additional expenses incurred
I'm satisfied with the settlement
Revdex.com:They claim to have repaired my unit and ship it out magicallyyet it took going this extent to get some thing done will still be makin a formal business complaintagainst said company due to thee pain and suffering I incurred they were rude and many service reps gave differe differs answers this isnot the right wayjust cause its good on paper does mean the principle was respected.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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.
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
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,*** ***
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
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
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
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/**
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
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 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
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
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
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,*** ***
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 ***
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
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 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
Initial Business Response /* (1000, 5, 2015/07/21) */
July 17,
Revdex.com of Atlanta Complainant's Name: *** ***
*** Agency File Number: XXXXXXXX
*** XXXXX Company File Number: CMXXXXXXXX_XXXXXXXXX
________________________________________
AT&T
Mobility ("AT&T") received the above-referenced customer's concern and appreciates the opportunity to respond*** *** states his AT&T device is covered by an extended warranty service provided by Square TradeHe states after validating that his device issue was not related to his battery he contacted Square Trade for replacement assistanceHe states he was required to send them his deviceMr*** states after two weeks he has not received a replacement device from Square TradeMr*** is requesting assistance with this matter
An AT&T Office of the President Specialist attempted to contact Mr*** by phone with out successContact attempts were made on July 14, and 16, On each call, a voice message was providedAn email was sent to Mr*** on July 14, advising our office would be contacting him and provided the specialist's contact informationAT&T does not currently support or oversee services provided through Square Trade as they are an independent business not supported by AT&TFor this reason AT&T is unable to provide assistance in addressing Mr***' reported concern and recommends the matter be redirected to Square Trade for resolutionIf Mr*** would like to discuss his concerns further, he may contact the specialist at the phone number provided below
AT&T regrets any inconvenience caused by this matterWe trust this letter addresses your concerns regarding this complaintIf you have any questions regarding this case, please contact case specialist Angie Libby at (XXX) XXX-XXXXFor all other matters, please use your channel
________________________________________
Sincerely,
*** ***
AT&T Office of the President
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint is against SquareTrade not ATT
ATT is just the carrier
Final Business Response /* (1000, 17, 2015/08/25) */
We are sorry the consumer had issues with their device
The delay in the repair of the device and subsequent lack of communication is not the way we normally address claimsWe are addressing these issues and changing our training to make sure our consumers have a better experience
In speaking to the consumer we found they have to purchase a battery and other parts to make the phone operableWe are reimbursing the consumer those costsWe are refunding the deductible as well as the warranty price as we did not complete the repair within days as we guarantee
We have communicated with the consumer and they are aware of the resolution
Final Consumer Response /* (2000, 19, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade contacted me and promised a full refund plus additional expenses incurred
I'm satisfied with the settlement
Revdex.com:They claim to have repaired my unit and ship it out magicallyyet it took going this extent to get some thing done will still be makin a formal business complaintagainst said company due to thee pain and suffering I incurred they were rude and many service reps gave differe differs answers this isnot the right wayjust cause its good on paper does mean the principle was respected.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***