(The consumer indicated he/she DID NOT accept the response from the business.)That is not accurateI did not have to go to Apple to have my warranty taken care ofI would've much rather preferred that you take care of the entire process like you were suppose toI have never had to deal with processing a claim like this myself, and I am not aware of the intricate do's and don'ts such as a company like yours is used to as you deal with these issues on a daily basisI was told over the phone by the telephone operator to submit a receipt that proves that I purchased a new unit and submit it to you for full reimbursementI did just that, and waited for you to send me the checkWhen I didn't receive it, I called and is when I found out you also wanted the old phone back, but Apple kept itI hope you reason with me and issue full refund so we can settle this matterThank you
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
We are sorry for any issues the consumer had with their device. After reviewing the consumers account the consumers proof of receipt has been uploaded and verified We will be reaching out to the consumer to finish their claim process
Initial Business Response /* (1000, 5, 2015/08/26) */
We are sorry the consumer has an issue with their device
Our policy is to have the consumer fully paid out if the device is not repairableThe confirmation email that was sent to the consumer showed the incorrect priceWe are sending the
consumer the difference
We have contacted the consumer to let them know that we are sending additional funds
We are sorry for any issues that the consumer has had with their device. According to the *** website it states, "SquareTrade Protection Plans are only valid for new products purchased at *** within the last days." To not inconvenience the consumer with their repair, we forgo requesting the receipt for the device, until a replacement or reimbursement is deemed necessaryAt this time, there will be no further action taken as the warranty is invalid
We are sorry for any delays experienced during the cancellation process
Once Squaretrade cancels a monthly plan, the billing is stopped and the coverage ends at the end of the billing cycleThe plan will remain active till *** and will no longer be active after that dateThe refund
is issued once the plan has become inactive, but we have expedited the refund and a check will be processed in 24-hoursWe apologize that the warranty experience was not as expected and appreciate the consumer's patience
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, *** ***
We are sorry for any issues the consumer experienced with their device
According to our records, our technicians inspected the unit and due to the warranty not covering accidental damage, the claim was deniedWhen our depots receive units with physical damage, they are required to take photos
of the damage, they do not proceed with any repairs or inspections on the device until we review the casePer our instructions, our depot repackaged the device and shipped it back to the consumer as receivedWe do apologize for any confusion regarding the coverage provided with the planWe show that we were never advised the unit suffered accidental damage and thusly approved the claimMoving forward, we are unable to provide assistance with the consumer's device and have canceled the warranty
We are sorry for any issues the consumer had with their device. If your item is NEW, the SquareTrade Protection Plan begins on the day you purchased the item, and lasts for the number of years you chose at purchase timeThe Protection Plan is inclusive of any US manufacturer’s warranty that
may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. It appears the consumer was misinformed by the re-seller at the time of saleThe consumers warranty has now expired and we can not provide coverage to their device We have made an exception to reimburse the consumer their warranty price
Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize the consumer experienced issues with his deviceThe consumer has been contacted and agreed to reimbursementFor the inconvenience, the warranty has been refunded
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
As long as this is what I was told would happen I do accept thisI actually need to see this come to fruition thoughMy experience with this company makes me have reservationsAccording to the person I spoke with I should be getting $for the camera and a warranty price refund of $If this is what happens I will consider this resolved
Final Business Response /* (4000, 14, 2016/01/13) */
The consumer has confirmed deliver of the $reimbursement check however a system glitch caused the warranty refund to not be processedWe are making improvements to resolve this system glitch
We have confirmed that the check will be issued for $& should be received in 7-business days
Final Consumer Response /* (2000, 16, 2016/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize the consumer experienced issues with their device
Our records indicate additional parts have been ordered for the device
Once the parts have been received she will be contacted to move forward with an appointmentThe consumer
has been contacted via email and phone regarding their concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the parts needed
Final Consumer Response /* (3000, 13, 2015/12/23) */
I ask the check be sent asap because we do need to replace the unit as soon as possible
I truly hope as stated that this "technician" will no longer be used by squaretrade for he is a liar and not qualified
Final Business Response /* (4000, 15, 2015/12/30) */
The consumer's check was processed oh 12/18/We ask that the consumer allow 7-business days(excluding holidays) to receive the check
We do apologize that the consumer was unhappy with our service
Unfortunately, the consumers request to extend or combine the warranties is not possible under any Squaretrade warrantyWe will ensure that both plans that were canceled are given full refunds
We are sorry for any issues the consumer had with their device. When a claim is filed on large printers a tech appointment is set through our repair depot for an in home repair After the consumer's claim was filed they contacted SquareTrade stating they were concerned with a local
technician doing the repairs An email was sent to our repair center to cancel the in home tech visit to allow the consumer to find their own repair tech. The consumer can schedule a tech visit and send SquareTrade a copy of repair invoice for reimbursement If the consumer would like to utilize our repair technician we can reopen the claim for an in home repair We are currently unable to reimburse the consumer for their item price since a repair not yet been attempted
We are sorry for any delays the consumer experienced during their claim process. SquareTrade has been experiencing very high call volumes leading to increased hold times Currently, we are in the process of increasing the volume of specialists on the floor to bring down current hold times We strive to have a stream lined claim process and hope any of our consumers future claim experiences are effortless
We are sorry for any delays experienced during the claim process
SquareTrade apologizes for the confusion regarding the replacement unitAccording to our records, the replacement was purchased and shipped to the consumer but it appears they instead received just the keyboard
attachmentAs the depot confirm the whole unit was ordered, an investigation into what may have transpired and caused a partial device to be deliveredAfter speaking with our depot who placed the order, the reseller of the replacement, and the shipping company, it appears that the whole unit should have arrivedSince this was not the case according to the consumer, we have authorized our depot to reorder the replacement unitWe show that the unit has been ordered and is set to arrive 7/19/**We will be sending the consumer the tracking information once it becomes available
We apologize for any inconvenience that the consumer might have experienced during this process
As of 04/06/we have come to a favorable conclusion for the consumer where he has accepted a replacement TV
The consumer's replacement TV has been shipped out and a delivery date has been
furnished for the consumer along with tracking information!
Finally in reference to the diagnostic expenses the consumer will be fully refunded for all expenses incurred while trying to diagnose the TV that we were attempting to repair which has since been replaced
This reimbursement was also processed today and the consumer should allow 7-business days before he receives this check
We are sorry for any issues the consumer had with their device. When a mobile device is sent in for repair and is deemed beyond economic repair SquareTrade attempts to locate a comparable model replacement device If a replacement device is not available we move forward to reimburse for
the cost of the device This reimbursement does end the warranty. Since the consumer's device was deemed beyond economical repair the day it was received at our facility and a reimbursement check processed we are unable to reimburse the consumer their warranty cost However we have offered to reimburse the consumer's deductible
We are sorry for any issues the consumer had with their device. The claim process has been completed for the consumer and they have been reimbursed their item price
We apologize for any inconvenience that the consumer might have experienced during this process
As of this morning on 03/05/our resolutions team reached out to the consumer and agreed with his
request via the Revdex.com complaintThe consumer has been assisted to his satisfaction and this
case is considered
as coming to a satisfactory close
(The consumer indicated he/she DID NOT accept the response from the business.)That is not accurateI did not have to go to Apple to have my warranty taken care ofI would've much rather preferred that you take care of the entire process like you were suppose toI have never had to deal with processing a claim like this myself, and I am not aware of the intricate do's and don'ts such as a company like yours is used to as you deal with these issues on a daily basisI was told over the phone by the telephone operator to submit a receipt that proves that I purchased a new unit and submit it to you for full reimbursementI did just that, and waited for you to send me the checkWhen I didn't receive it, I called and is when I found out you also wanted the old phone back, but Apple kept itI hope you reason with me and issue full refund so we can settle this matterThank you
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
We are sorry for any issues the consumer had with their device. After reviewing the consumers account the consumers proof of receipt has been uploaded and verified We will be reaching out to the consumer to finish their claim process
Complaint: ***I am rejecting this response because:It is a lie, the company never did any of the repairs they were supposed to do.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/26) */
We are sorry the consumer has an issue with their device
Our policy is to have the consumer fully paid out if the device is not repairableThe confirmation email that was sent to the consumer showed the incorrect priceWe are sending the
consumer the difference
We have contacted the consumer to let them know that we are sending additional funds
We are sorry for any issues that the consumer has had with their device. According to the *** website it states, "SquareTrade Protection Plans are only valid for new products purchased at *** within the last days." To not inconvenience the consumer with their repair, we forgo requesting the receipt for the device, until a replacement or reimbursement is deemed necessaryAt this time, there will be no further action taken as the warranty is invalid
We are sorry for any delays experienced during the cancellation process
Once Squaretrade cancels a monthly plan, the billing is stopped and the coverage ends at the end of the billing cycleThe plan will remain active till *** and will no longer be active after that dateThe refund
is issued once the plan has become inactive, but we have expedited the refund and a check will be processed in 24-hoursWe apologize that the warranty experience was not as expected and appreciate the consumer's patience
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, *** ***
We are sorry for any issues the consumer experienced with their device
According to our records, our technicians inspected the unit and due to the warranty not covering accidental damage, the claim was deniedWhen our depots receive units with physical damage, they are required to take photos
of the damage, they do not proceed with any repairs or inspections on the device until we review the casePer our instructions, our depot repackaged the device and shipped it back to the consumer as receivedWe do apologize for any confusion regarding the coverage provided with the planWe show that we were never advised the unit suffered accidental damage and thusly approved the claimMoving forward, we are unable to provide assistance with the consumer's device and have canceled the warranty
We are sorry for any issues the consumer had with their device. If your item is NEW, the SquareTrade Protection Plan begins on the day you purchased the item, and lasts for the number of years you chose at purchase timeThe Protection Plan is inclusive of any US manufacturer’s warranty that
may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. It appears the consumer was misinformed by the re-seller at the time of saleThe consumers warranty has now expired and we can not provide coverage to their device We have made an exception to reimburse the consumer their warranty price
Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize the consumer experienced issues with his deviceThe consumer has been contacted and agreed to reimbursementFor the inconvenience, the warranty has been refunded
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
As long as this is what I was told would happen I do accept thisI actually need to see this come to fruition thoughMy experience with this company makes me have reservationsAccording to the person I spoke with I should be getting $for the camera and a warranty price refund of $If this is what happens I will consider this resolved
Final Business Response /* (4000, 14, 2016/01/13) */
The consumer has confirmed deliver of the $reimbursement check however a system glitch caused the warranty refund to not be processedWe are making improvements to resolve this system glitch
We have confirmed that the check will be issued for $& should be received in 7-business days
Final Consumer Response /* (2000, 16, 2016/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize the consumer experienced issues with their device
Our records indicate additional parts have been ordered for the device
Once the parts have been received she will be contacted to move forward with an appointmentThe consumer
has been contacted via email and phone regarding their concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the parts needed
Final Consumer Response /* (3000, 13, 2015/12/23) */
I ask the check be sent asap because we do need to replace the unit as soon as possible
I truly hope as stated that this "technician" will no longer be used by squaretrade for he is a liar and not qualified
Final Business Response /* (4000, 15, 2015/12/30) */
The consumer's check was processed oh 12/18/We ask that the consumer allow 7-business days(excluding holidays) to receive the check
We do apologize that the consumer was unhappy with our service
Unfortunately, the consumers request to extend or combine the warranties is not possible under any Squaretrade warrantyWe will ensure that both plans that were canceled are given full refunds
We are sorry for any issues the consumer had with their device. When a claim is filed on large printers a tech appointment is set through our repair depot for an in home repair After the consumer's claim was filed they contacted SquareTrade stating they were concerned with a local
technician doing the repairs An email was sent to our repair center to cancel the in home tech visit to allow the consumer to find their own repair tech. The consumer can schedule a tech visit and send SquareTrade a copy of repair invoice for reimbursement If the consumer would like to utilize our repair technician we can reopen the claim for an in home repair We are currently unable to reimburse the consumer for their item price since a repair not yet been attempted
We are sorry for any delays the consumer experienced during their claim process. SquareTrade has been experiencing very high call volumes leading to increased hold times Currently, we are in the process of increasing the volume of specialists on the floor to bring down current hold times We strive to have a stream lined claim process and hope any of our consumers future claim experiences are effortless
We are sorry for any delays experienced during the claim process
SquareTrade apologizes for the confusion regarding the replacement unitAccording to our records, the replacement was purchased and shipped to the consumer but it appears they instead received just the keyboard
attachmentAs the depot confirm the whole unit was ordered, an investigation into what may have transpired and caused a partial device to be deliveredAfter speaking with our depot who placed the order, the reseller of the replacement, and the shipping company, it appears that the whole unit should have arrivedSince this was not the case according to the consumer, we have authorized our depot to reorder the replacement unitWe show that the unit has been ordered and is set to arrive 7/19/**We will be sending the consumer the tracking information once it becomes available
We apologize for any inconvenience that the consumer might have experienced during this process
As of 04/06/we have come to a favorable conclusion for the consumer where he has accepted a replacement TV
The consumer's replacement TV has been shipped out and a delivery date has been
furnished for the consumer along with tracking information!
Finally in reference to the diagnostic expenses the consumer will be fully refunded for all expenses incurred while trying to diagnose the TV that we were attempting to repair which has since been replaced
This reimbursement was also processed today and the consumer should allow 7-business days before he receives this check
We are sorry for any issues the consumer had with their device. When a mobile device is sent in for repair and is deemed beyond economic repair SquareTrade attempts to locate a comparable model replacement device If a replacement device is not available we move forward to reimburse for
the cost of the device This reimbursement does end the warranty. Since the consumer's device was deemed beyond economical repair the day it was received at our facility and a reimbursement check processed we are unable to reimburse the consumer their warranty cost However we have offered to reimburse the consumer's deductible
We are sorry for any issues the consumer had with their device. The claim process has been completed for the consumer and they have been reimbursed their item price
We apologize for any inconvenience that the consumer might have experienced during this process
As of this morning on 03/05/our resolutions team reached out to the consumer and agreed with his
request via the Revdex.com complaintThe consumer has been assisted to his satisfaction and this
case is considered
as coming to a satisfactory close