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
Complaint: ***I am rejecting this response because: Nowhere in anything I received was these instructionshowever I would think that I should at least receive my $** deductible I paid and whatever is left of the coverage This seems like it would be fair enough considering the $** was for for the deductible for nothing you paid back I seem to be the only one the lost anything here, I paid SquareTrade for insurance, then a deductible, lost computer and I end up with absolutely NOTHING? If this is the case it scares me about the rest of my other policies.Sincerely,*** ***
We apologize for any inconvenience that the consumer might have experienced during this process
The consumer is correct in stating that her warranty covered mechanical and electrical failures
What the consumer is failing to understand is that once a item which does not have accidental
coverage is found to have accidental damage the warranty becomes null and void at that moment
It the consumer's case the printer was found to have a cracked screenBeing that it has a cracked screen the warranty becomes null and void due to that damage and the item cannot be serviced by us since we cannot be held responsible for anything that has happened to that item
Due to the denial of the claim for the above reasons the warranty is auto cancelled and a refund was issued to the consumer for the total cost of the warranty
We are sorry that the consumer had issues submitting their invoice.Under circumstances a claim is only open for days and then is closed due to inactivity, because this did not happen and was messaged that your claim was still open we are making an exception to go ahead and complete the
claimThe consumer should be receiving The reimbursement in a form of a check within the next to business days
We appreciate the consumer providing us the required information
Once we were provided the correct contact information we were able to determine that the consumer's warranty is complete due to the total amount paid for repairs on the item exceeding the value of the warrantySection of the consumer's warranty contract explains that we will only cover repairs on a device up the limit of liability, and in this case we confirmed after an internal review that the cost of this item's repairs previously exceeded that limit
Once the warranty is completed we are unable to provide further service unless an item is experiencing repercussive issues of the previous repair while within the rework period, and in this circumstance too much time has elapsedWe do apologize if the consumer did not receive a copy of the warranty contract upon purchase but this contract is available upon request and via our websiteThough the consumer may not have received it on the date of purchase her policy still adheres to these terms and conditions, and these results were previously explained to the consumer via correspondence
Complaint: ***
SquareTrade isn't 'sorry' at allI factually know they have "misinterpreted" EVERYTHING I've said to themI DID send them what they claim they need, despite the fact that I had already sent them what they need before they ever said they needed anythingThey also have failed to correctly comprehend what I said regarding SmartGuard and I've informed them of this fact
Despite the fact that I know 'ST' isn't to be communicating with me via ANY method of communication except for via Revdex.com while a report is open, with the only exception being sending me what I need (as per the nature of this report), there have been plenty replies between both me and 'ST' since 1/10/My most recent reply was on 1/They claim I "specifically requested" their customer service number, which is falseI informed them the fact that they need to send me what I need, the number(s) (information) I would need to give if I ever need to file a warranty claim as well as the number to call to make a claimI've provided them everything they need, I paid for something and they've not met their end of the transactionI expect to receive what they know they need to send me immediately.
Brian ***
We apologize to the consumer for the confusion.Per our Terms & Conditions a valid warranty needs to be purchased within days of the purchase of your itemDue to the warranty being purchased outside of days Per our Terms & Conditions we have canceled and refunded the warrantyDue to
the warranty being invalid we are unable to provide warranty service
We apologize for any inconvenience that the consumer might have experienced during this process
As of yesterday 04/12/the consumer was in negotiations with our replacement team in order to secure a TV replacement that would satisfy the consumer
We are happy to say that as of yesterday
04/12/the consumer has accepted a TV model that meets the consumer's expectations!
This case has been bought to a successful close
We are sorry for any issues the consumer had with their device. It appears there were issues with the consumer's item being shipped to our repair facility A claimed was filed with *** and it was determined the device was improperly packaged We have moved forward with making an
exception to reimburse the customer for their item price
Initial Business Response /* (1000, 5, 2015/10/22) */
We are sorry the consumer had issues with their device
There was some miscommunication between the consumer and the specialist resolving the claim
Management has followed up with the specialist to ensure this does not happen again
The
device has been repaired and shipped overnight to the consumer
For the inconvenience that the consumer experienced, we refunded the deductible
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize the consumer is having issues with their device
Our records do not indicate that the consumer purchased a SquareTrade warranty for his deviceWe are waiting for documentation from the consumer to confirm purchase of the
warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just dont understand how the warranty disappeared from my list when I loginI have a lot of squaretrade warranties and they've always been great to deal with
I should have saved my purchase email, but unfortunately I dont have all my emails from I purged my account at some point
I will take some responsibility for losing my email proving I bought the warranty and never make that mistake againI've already had to buy a new home theater receiver, maybe Squaretrade would compromise by offering a warranty on it since I feel we are both at faultMe for purging my email and them for losing the warranty entirely
Final Business Response /* (4000, 10, 2015/12/07) */
We have no proof that the consumer purchased a SquareTrade warranty for the deviceWe will need documentation in order to move forward with the claimIf the consumer no longer has the receipt we will accept a credit card transaction indicating a warranty was purchased
Final Consumer Response /* (4200, 12, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I explained several times that I no longer have that credit card, and can no longer log into the accountI've purchased tons of squaretrade, and would like to in the futureI do accept responsibility for not keeping the receipt for the warranty purchase from 2011, unfortunately I purged my email accountI just don't understand why it disappeared from your systemI know it was listed at one point in my list of warrantiesSomehow it disappeared, like an expired warrantyYet you are unable to find even an expired warranty in your purchase list
Any sort of token, would go a long way in keeping me as a customerOverall I've always had excellent customer service with squaretrade and would certainly like to keep that traditionSo far, we've both just repeated ourselves several times and came to no satisfactory conclusion
If there's nothing you are able to do for me, given the circumstances, just come right out and say it and we can quit wasting our time
Thanks for the years of faithful service and have a nice day
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced with their deviceThe consumer purchased the incorrect plan for their device however we are making an exception to honor a payout for the consumer's deviceThe check was initiated on
1/22/2016, the consumer can expect to receive it in 7-business days
We are sorry for any issues the consumer had with their device. SquareTrade's TV warranty mirrors the manufacturer's coverage terms Any TV with the indication of physical damage is not covered under the SquareTrade warranty After reviewing pictures of the consumer's device there
is a scratch on the panel of the unit that resulted from some type of physical damage Our service tech replaced all parts necessary to resolved the consumer's no picture with sound issue After replacing all necessary parts the consumer was still having the same issue that deemed to be a problem with the panel that showed signs of physical damage. At this time we are unable to provide coverage to the consumer's device due to the scratch on the panel resulting from physical damage
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to SQUARETRADE. I will never do business with them again; nor will I recommend them to anyone. I will take the reimbursement before Squaretrade mentions that option is exhausted as well.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device
We do not offer warranties for refurbished items on our websiteThe website does state at the time of purchase coverage is only "available for new tablets purchased in the last days"
The warranty does state if an item is refurbished the warranty starts after the manufacturer's warranty ends, but this clause is for the warranties that can be purchased for refurbished items, which is not the case for this exampleThe consumer has not provided a receipt of purchase showing that the device is new and the purchase date of the itemWith a receipt we will be able to evaluate if the warranty is valid
Have contacted consumer and are working for a mutual agreed on solution
We are sorry for any confusion experienced during the claim process
As it stands the consumer has options to repair the unitFirst, she can take the watch to a local repair shop, pay for the repair upfront and get reimbursed once the invoice has been submittedThe second option would be to send the device into our depot for repairs, she would need to provide her own packaging and contact *** to schedule a pickup if there are no locations nearbyMoving forward, if the consumer is denying these repair option then we would be unable service the unit
We are sorry for any issue the consumer experienced with their device
According to the service contract provided at the time of purchase, Squaretrade clearly details the coverage type and policy limitationsSquareTrade's Terms & Conditions state, "Our standard Protection Plan
covers Mechanical and Electrical Failures that occur during use."Since the consumer's warranty is a Standard protection plan, we would be unable to process a claim for the issue depicted by the consumer, "It was dropped accidentally and broken in multiple pieces"
Initial Business Response /* (1000, 5, 2016/02/02) */
We apologize for the issue the consumer experiencedOur records indicate this issue has been resolved with a resolution specialistWe have sent an overnight shipping *** to the consumer
Initial Consumer Rebuttal /* (3000, 12, 2016/02/19)
*/
Squaretrade is THE most INCOMPETENT company to deal withAfter two months of attempting to receive a box and accurate shipping label to get an insured laptop shipped out and fixed, Squaretrade STILL shipped the equipment to the wrong address in a different state! They cannot resolve the issue over the phone and they refuse to put a manager on the phone during a 3-way call with Fed ExPlease re-open this complaint!!!!! This is NOT resolved
Final Business Response /* (4000, 14, 2016/02/24) */
Our records indicate the device was returned to the consumer on 2/22/XXXX XX:XX am
Final Consumer Response /* (4200, 16, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business reply to this complaint is a perfect example of the SquareTrade's cultural disregard to creating a positive customer experienceDid SquareTrade take any accountability for failing numerous times throughout each customer touch point? No? Did they acknowledge that even after dozens of calls and re-assurances that my laptop was STILL shipped to the wrong address in the wrong state? NoDid they acknowledge they took OVER TWO MONTHS to actually get it right? NoDid they even address ANY of the experience issues or offer any kind of warranty compensation as a result of their repeated failures? NoThere's no "proposed resolution" from SquareTradeI expected nothing less from this farce of a company
We are sorry for any issues the consumer had with their device When a consumer recieves a replacement device there is a day rework period During this rework period any issues the consumer has with the functionality of the device can be adressed without needing to pay another
deductible The consumer reported the issues with their device outside of their day rework period SquareTrade will not be able to provide service to the consumers device with out filing a new claim and collecting a deductible
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,*** ***
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
Complaint: ***I am rejecting this response because: Nowhere in anything I received was these instructionshowever I would think that I should at least receive my $** deductible I paid and whatever is left of the coverage This seems like it would be fair enough considering the $** was for for the deductible for nothing you paid back I seem to be the only one the lost anything here, I paid SquareTrade for insurance, then a deductible, lost computer and I end up with absolutely NOTHING? If this is the case it scares me about the rest of my other policies.Sincerely,*** ***
We apologize for any inconvenience that the consumer might have experienced during this process
The consumer is correct in stating that her warranty covered mechanical and electrical failures
What the consumer is failing to understand is that once a item which does not have accidental
coverage is found to have accidental damage the warranty becomes null and void at that moment
It the consumer's case the printer was found to have a cracked screenBeing that it has a cracked screen the warranty becomes null and void due to that damage and the item cannot be serviced by us since we cannot be held responsible for anything that has happened to that item
Due to the denial of the claim for the above reasons the warranty is auto cancelled and a refund was issued to the consumer for the total cost of the warranty
We are sorry that the consumer had issues submitting their invoice.Under circumstances a claim is only open for days and then is closed due to inactivity, because this did not happen and was messaged that your claim was still open we are making an exception to go ahead and complete the
claimThe consumer should be receiving The reimbursement in a form of a check within the next to business days
We appreciate the consumer providing us the required information
Once we were provided the correct contact information we were able to determine that the consumer's warranty is complete due to the total amount paid for repairs on the item exceeding the value of the warrantySection of the consumer's warranty contract explains that we will only cover repairs on a device up the limit of liability, and in this case we confirmed after an internal review that the cost of this item's repairs previously exceeded that limit
Once the warranty is completed we are unable to provide further service unless an item is experiencing repercussive issues of the previous repair while within the rework period, and in this circumstance too much time has elapsedWe do apologize if the consumer did not receive a copy of the warranty contract upon purchase but this contract is available upon request and via our websiteThough the consumer may not have received it on the date of purchase her policy still adheres to these terms and conditions, and these results were previously explained to the consumer via correspondence
Complaint: ***
SquareTrade isn't 'sorry' at allI factually know they have "misinterpreted" EVERYTHING I've said to themI DID send them what they claim they need, despite the fact that I had already sent them what they need before they ever said they needed anythingThey also have failed to correctly comprehend what I said regarding SmartGuard and I've informed them of this fact
Despite the fact that I know 'ST' isn't to be communicating with me via ANY method of communication except for via Revdex.com while a report is open, with the only exception being sending me what I need (as per the nature of this report), there have been plenty replies between both me and 'ST' since 1/10/My most recent reply was on 1/They claim I "specifically requested" their customer service number, which is falseI informed them the fact that they need to send me what I need, the number(s) (information) I would need to give if I ever need to file a warranty claim as well as the number to call to make a claimI've provided them everything they need, I paid for something and they've not met their end of the transactionI expect to receive what they know they need to send me immediately.
Brian ***
We apologize to the consumer for the confusion.Per our Terms & Conditions a valid warranty needs to be purchased within days of the purchase of your itemDue to the warranty being purchased outside of days Per our Terms & Conditions we have canceled and refunded the warrantyDue to
the warranty being invalid we are unable to provide warranty service
We apologize for any inconvenience that the consumer might have experienced during this process
As of yesterday 04/12/the consumer was in negotiations with our replacement team in order to secure a TV replacement that would satisfy the consumer
We are happy to say that as of yesterday
04/12/the consumer has accepted a TV model that meets the consumer's expectations!
This case has been bought to a successful close
We are sorry for any issues the consumer had with their device. It appears there were issues with the consumer's item being shipped to our repair facility A claimed was filed with *** and it was determined the device was improperly packaged We have moved forward with making an
exception to reimburse the customer for their item price
Initial Business Response /* (1000, 5, 2015/10/22) */
We are sorry the consumer had issues with their device
There was some miscommunication between the consumer and the specialist resolving the claim
Management has followed up with the specialist to ensure this does not happen again
The
device has been repaired and shipped overnight to the consumer
For the inconvenience that the consumer experienced, we refunded the deductible
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize the consumer is having issues with their device
Our records do not indicate that the consumer purchased a SquareTrade warranty for his deviceWe are waiting for documentation from the consumer to confirm purchase of the
warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just dont understand how the warranty disappeared from my list when I loginI have a lot of squaretrade warranties and they've always been great to deal with
I should have saved my purchase email, but unfortunately I dont have all my emails from I purged my account at some point
I will take some responsibility for losing my email proving I bought the warranty and never make that mistake againI've already had to buy a new home theater receiver, maybe Squaretrade would compromise by offering a warranty on it since I feel we are both at faultMe for purging my email and them for losing the warranty entirely
Final Business Response /* (4000, 10, 2015/12/07) */
We have no proof that the consumer purchased a SquareTrade warranty for the deviceWe will need documentation in order to move forward with the claimIf the consumer no longer has the receipt we will accept a credit card transaction indicating a warranty was purchased
Final Consumer Response /* (4200, 12, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I explained several times that I no longer have that credit card, and can no longer log into the accountI've purchased tons of squaretrade, and would like to in the futureI do accept responsibility for not keeping the receipt for the warranty purchase from 2011, unfortunately I purged my email accountI just don't understand why it disappeared from your systemI know it was listed at one point in my list of warrantiesSomehow it disappeared, like an expired warrantyYet you are unable to find even an expired warranty in your purchase list
Any sort of token, would go a long way in keeping me as a customerOverall I've always had excellent customer service with squaretrade and would certainly like to keep that traditionSo far, we've both just repeated ourselves several times and came to no satisfactory conclusion
If there's nothing you are able to do for me, given the circumstances, just come right out and say it and we can quit wasting our time
Thanks for the years of faithful service and have a nice day
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the issue the consumer experienced with their deviceThe consumer purchased the incorrect plan for their device however we are making an exception to honor a payout for the consumer's deviceThe check was initiated on
1/22/2016, the consumer can expect to receive it in 7-business days
We are sorry for any issues the consumer had with their device. SquareTrade's TV warranty mirrors the manufacturer's coverage terms Any TV with the indication of physical damage is not covered under the SquareTrade warranty After reviewing pictures of the consumer's device there
is a scratch on the panel of the unit that resulted from some type of physical damage Our service tech replaced all parts necessary to resolved the consumer's no picture with sound issue After replacing all necessary parts the consumer was still having the same issue that deemed to be a problem with the panel that showed signs of physical damage. At this time we are unable to provide coverage to the consumer's device due to the scratch on the panel resulting from physical damage
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to SQUARETRADE. I will never do business with them again; nor will I recommend them to anyone. I will take the reimbursement before Squaretrade mentions that option is exhausted as well.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device
We do not offer warranties for refurbished items on our websiteThe website does state at the time of purchase coverage is only "available for new tablets purchased in the last days"
The warranty does state if an item is refurbished the warranty starts after the manufacturer's warranty ends, but this clause is for the warranties that can be purchased for refurbished items, which is not the case for this exampleThe consumer has not provided a receipt of purchase showing that the device is new and the purchase date of the itemWith a receipt we will be able to evaluate if the warranty is valid
Have contacted consumer and are working for a mutual agreed on solution
We are sorry for any confusion experienced during the claim process
As it stands the consumer has options to repair the unitFirst, she can take the watch to a local repair shop, pay for the repair upfront and get reimbursed once the invoice has been submittedThe second option would be to send the device into our depot for repairs, she would need to provide her own packaging and contact *** to schedule a pickup if there are no locations nearbyMoving forward, if the consumer is denying these repair option then we would be unable service the unit
We are sorry for any issue the consumer experienced with their device
According to the service contract provided at the time of purchase, Squaretrade clearly details the coverage type and policy limitationsSquareTrade's Terms & Conditions state, "Our standard Protection Plan
covers Mechanical and Electrical Failures that occur during use."Since the consumer's warranty is a Standard protection plan, we would be unable to process a claim for the issue depicted by the consumer, "It was dropped accidentally and broken in multiple pieces"
Initial Business Response /* (1000, 5, 2016/02/02) */
We apologize for the issue the consumer experiencedOur records indicate this issue has been resolved with a resolution specialistWe have sent an overnight shipping *** to the consumer
Initial Consumer Rebuttal /* (3000, 12, 2016/02/19)
*/
Squaretrade is THE most INCOMPETENT company to deal withAfter two months of attempting to receive a box and accurate shipping label to get an insured laptop shipped out and fixed, Squaretrade STILL shipped the equipment to the wrong address in a different state! They cannot resolve the issue over the phone and they refuse to put a manager on the phone during a 3-way call with Fed ExPlease re-open this complaint!!!!! This is NOT resolved
Final Business Response /* (4000, 14, 2016/02/24) */
Our records indicate the device was returned to the consumer on 2/22/XXXX XX:XX am
Final Consumer Response /* (4200, 16, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business reply to this complaint is a perfect example of the SquareTrade's cultural disregard to creating a positive customer experienceDid SquareTrade take any accountability for failing numerous times throughout each customer touch point? No? Did they acknowledge that even after dozens of calls and re-assurances that my laptop was STILL shipped to the wrong address in the wrong state? NoDid they acknowledge they took OVER TWO MONTHS to actually get it right? NoDid they even address ANY of the experience issues or offer any kind of warranty compensation as a result of their repeated failures? NoThere's no "proposed resolution" from SquareTradeI expected nothing less from this farce of a company
We are sorry for any issues the consumer had with their device When a consumer recieves a replacement device there is a day rework period During this rework period any issues the consumer has with the functionality of the device can be adressed without needing to pay another
deductible The consumer reported the issues with their device outside of their day rework period SquareTrade will not be able to provide service to the consumers device with out filing a new claim and collecting a deductible