We are sorry for any delays experienced during the claim process
Squaretrade requires a clear copy of any and all invoices before reimbursement can sentThe delay seems to be due to the receipt provided for the repairs showing only an estimate with no confirmation of paymentThis has
caused some back and forth trying to confirm the correct amount for the repairsWe have since had the repair shop send over the invoice and we have processed the reimbursement as of 10/19/**
The claim was approved for a local repairAccording to the repair shop the consumer would have some sort of documentation showing that they kept the consumer's broken phoneUntil we have that documentation we will not be able to complete a claim
Complaint: ***I am rejecting this response because:
That is the most ridiculous excuse I have ever heard! I was told that it was for accidental damage!! I was never once told that you guys had multiple plans and the plan I purchased was for "electrical damage" Most ridiculous thing I have ever heard!!! I wouldn't say refunding the plan was in "good faith" I had to tell the customer support rep to refund it because its a scam!!Sincerely,Michael ***
Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize that the consumer experienced an issue with their deviceThe consumer contacted SquareTrade the day the warranty expiredThe consumer has been contacted by phone & email to resolve their complaint
We apologize for any difficulty this consumer has experienced.We have reached out to the consumer and gained agreement on a satisfactory resolutionAt this time we are still in the process of completing the claim and appreciate the consumer's patience while we work to resolve this
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
In order to move forward with the claim we are requesting additional information from the consumer and we have yet to receive a reply
Initial Consumer Rebuttal /* (2000, 7,
2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally able to resolve this problemThank you Revdex.com, without your help I would still be spinning my wheels
We have reviewed this case for the consumer, and under further review, we do apologize for any confusion the consumer may have experienced during the claimWe have approved a full device reimbursement via check and will be processed on***, the reimbursement details have been sent to the
consumer. Regarding the warranty, it has been completed as a result of the reimbursement, under the terms of her contract "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan." As it stands, we will not be able to process any refunds for the protection plan itself
We are sorry for any issues the consumer had with their device. The consumer purchased a standard protection warranty without Accidental Damage from Handling The damage reported by the consumer is considered to physical damage SquareTrade will not be able to cover the item due to the physical damage We try to ensure that all of our re-sellers are communicating our coverage correctly If the consumer would like to provide us with the store number or location we can try and follow up to ensure they are providing the correct messaging
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. But I still want to state for the record that there was never any physical damage to the TV nor did there appear to be any physical damage to the TV in the photos I submitted.Sincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during this process
As if today 2/our company has reached out the consumer and offered a full refund of her warranty purchase price.
The consumer found this to be acceptable which bought this matter to a
satisfactory close
We are sorry for any issues the consumer had with their device.It appears the warranty the consumer purchased from *** was for an item of new condition In order to provide coverage on a refurbished item the warranty purchased would need to refurbished as well
We are sorry for any issues the consumer experienced with their device. Looking into the consumer's account their repair indeed went past our service guarantee We have moved forward to process a refund for the other half of the consumers warranty cost
We are sorry for any issues the consumer had with their device. Looking into the account I see the reimbursement check was processed on 8/1/***At this time we are escalating to our accounting department to see if the check has been delivered or cashed
(The consumer indicated he/she DID NOT accept the response from the business.)Why did they accept the repurchase? I believe they should have notified me that it wasn't coveredThey accepted payment knowing it was more than days after the purchase of the ChromebookBecause they accepted the money, I believe they have the responsibility to honor their contractThey had my money for months without informing me that they would not honor the contractIsn't it fraud to accept money under pretenses?
Complaint: ***I am rejecting this response because:
First, we received no copy of this "contract." Second, we paid for a warranty that covers things in a range of $***-$***Third, the item actually was selling for $***-- the only reason we got it for $*** was that we had a couponFourth, the same exact item now costs $***, leaving us to pick up a $** tab when we though we'd get a replacementThis is unfairFinally, we've literally have spent HOURS on the phone with these difficult peopleEven getting the $*** has proven difficult because of issues with their website and trouble we had uploading pics of the receipt
One of the first reps we spoke with on 9/10/** told us we'd be covered for the whole price if we uploaded the receiptWe did this recentlyIf Square Trade doubts this they can listen to the call recordingNo one likes being lied to; this company has been unprofessional and has not lived up to it's promise and what we actually paid for.Sincerely,*** ***
We are sorry for any confusion concerning the warranty details.Our service plan as stated in our service contract starts from the date the plan was purchasedIn the service contract, we define the coverage terms, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five
(5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting PeriodThe Protection Plan is inclusive of any US manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty..."Unfortunately, we are unable to provide any additional support beyond the expiration date of the plan, 8/3/***
Initial Business Response /* (1000, 5, 2015/07/08) */
We are sorry the consumer had issues with their device
We are addressing the issues of the return callsWe are expanding our specialist team so we can accommodate our claim volume
The receipt was received but was not processed and
verified, that is why the consumer had the messagingThe consumer did what was expected and the issue was at our end
We have approved the claim and the consumer has shipped the product for repair
We are sorry the consumer had issues with their device.Based on the pictures of the device sent to us by the consumer and the report from the technician we are able to tell that there is damage to the TV Our Terms and Conditions for warranties that cover TVs do not include accidental
damage. Due to the delay we had in receiving the report from the technician we were not able to report back to the consumer the update of the claim within a reasonable amount of time
We apologize if there was any confusion regarding the warranty Squaretrade's policies function.
Squaretrade's primary intention with any filed claim is to determine if the device is repairable, and to offer various methods of repair as the resolution if appropriateIf Squaretrade determines that the item is irreparable the consumer's resolution will be migrated to replacement or reimbursement, dependent on what devices Squaretrade currently has in stock
Squaretrade replacement units are not new devices, but our units are thoroughly inspected to ensure they are fully functionalOur replacement devices also include a day rework period, wherein we will provide another replacement if there are any hardware or electrical failures experienced
Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issues with their deviceThe contact information provided by the consumer is not connected to an account within our database
We have also tried to contact the consumer via email and phone but have not received a
response
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not once did they call or email meDo big corporations think they can bully and lie now? I never received any emails or attempted phone calls from them
Final Business Response /* (4000, 9, 2015/11/24) */
We have contacted the consumer via email and phone but have yet to get a responseAlso the contact information he provided is not associated with an accountAt this time we are awaiting a response
We are sorry for any delays experienced during the claim process
Squaretrade requires a clear copy of any and all invoices before reimbursement can sentThe delay seems to be due to the receipt provided for the repairs showing only an estimate with no confirmation of paymentThis has
caused some back and forth trying to confirm the correct amount for the repairsWe have since had the repair shop send over the invoice and we have processed the reimbursement as of 10/19/**
The claim was approved for a local repairAccording to the repair shop the consumer would have some sort of documentation showing that they kept the consumer's broken phoneUntil we have that documentation we will not be able to complete a claim
Complaint: ***I am rejecting this response because:
That is the most ridiculous excuse I have ever heard! I was told that it was for accidental damage!! I was never once told that you guys had multiple plans and the plan I purchased was for "electrical damage" Most ridiculous thing I have ever heard!!! I wouldn't say refunding the plan was in "good faith" I had to tell the customer support rep to refund it because its a scam!!Sincerely,Michael ***
Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize that the consumer experienced an issue with their deviceThe consumer contacted SquareTrade the day the warranty expiredThe consumer has been contacted by phone & email to resolve their complaint
We apologize for any difficulty this consumer has experienced.We have reached out to the consumer and gained agreement on a satisfactory resolutionAt this time we are still in the process of completing the claim and appreciate the consumer's patience while we work to resolve this
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
In order to move forward with the claim we are requesting additional information from the consumer and we have yet to receive a reply
Initial Consumer Rebuttal /* (2000, 7,
2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally able to resolve this problemThank you Revdex.com, without your help I would still be spinning my wheels
We have reviewed this case for the consumer, and under further review, we do apologize for any confusion the consumer may have experienced during the claimWe have approved a full device reimbursement via check and will be processed on***, the reimbursement details have been sent to the
consumer. Regarding the warranty, it has been completed as a result of the reimbursement, under the terms of her contract "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan." As it stands, we will not be able to process any refunds for the protection plan itself
We are sorry for any issues the consumer had with their device. The consumer purchased a standard protection warranty without Accidental Damage from Handling The damage reported by the consumer is considered to physical damage SquareTrade will not be able to cover the item due to the physical damage We try to ensure that all of our re-sellers are communicating our coverage correctly If the consumer would like to provide us with the store number or location we can try and follow up to ensure they are providing the correct messaging
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. But I still want to state for the record that there was never any physical damage to the TV nor did there appear to be any physical damage to the TV in the photos I submitted.Sincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during this process
As if today 2/our company has reached out the consumer and offered a full refund of her warranty purchase price.
The consumer found this to be acceptable which bought this matter to a
satisfactory close
We are sorry for any issues the consumer had with their device.It appears the warranty the consumer purchased from *** was for an item of new condition In order to provide coverage on a refurbished item the warranty purchased would need to refurbished as well
We are sorry for any issues the consumer experienced with their device. Looking into the consumer's account their repair indeed went past our service guarantee We have moved forward to process a refund for the other half of the consumers warranty cost
We are sorry for any issues the consumer had with their device. Looking into the account I see the reimbursement check was processed on 8/1/***At this time we are escalating to our accounting department to see if the check has been delivered or cashed
(The consumer indicated he/she DID NOT accept the response from the business.)Why did they accept the repurchase? I believe they should have notified me that it wasn't coveredThey accepted payment knowing it was more than days after the purchase of the ChromebookBecause they accepted the money, I believe they have the responsibility to honor their contractThey had my money for months without informing me that they would not honor the contractIsn't it fraud to accept money under pretenses?
Complaint: ***I am rejecting this response because:
First, we received no copy of this "contract." Second, we paid for a warranty that covers things in a range of $***-$***Third, the item actually was selling for $***-- the only reason we got it for $*** was that we had a couponFourth, the same exact item now costs $***, leaving us to pick up a $** tab when we though we'd get a replacementThis is unfairFinally, we've literally have spent HOURS on the phone with these difficult peopleEven getting the $*** has proven difficult because of issues with their website and trouble we had uploading pics of the receipt
One of the first reps we spoke with on 9/10/** told us we'd be covered for the whole price if we uploaded the receiptWe did this recentlyIf Square Trade doubts this they can listen to the call recordingNo one likes being lied to; this company has been unprofessional and has not lived up to it's promise and what we actually paid for.Sincerely,*** ***
We are sorry for any confusion concerning the warranty details.Our service plan as stated in our service contract starts from the date the plan was purchasedIn the service contract, we define the coverage terms, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five
(5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting PeriodThe Protection Plan is inclusive of any US manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty..."Unfortunately, we are unable to provide any additional support beyond the expiration date of the plan, 8/3/***
Initial Business Response /* (1000, 5, 2015/07/08) */
We are sorry the consumer had issues with their device
We are addressing the issues of the return callsWe are expanding our specialist team so we can accommodate our claim volume
The receipt was received but was not processed and
verified, that is why the consumer had the messagingThe consumer did what was expected and the issue was at our end
We have approved the claim and the consumer has shipped the product for repair
We are sorry the consumer had issues with their device.Based on the pictures of the device sent to us by the consumer and the report from the technician we are able to tell that there is damage to the TV Our Terms and Conditions for warranties that cover TVs do not include accidental
damage. Due to the delay we had in receiving the report from the technician we were not able to report back to the consumer the update of the claim within a reasonable amount of time
We apologize if there was any confusion regarding the warranty Squaretrade's policies function.
Squaretrade's primary intention with any filed claim is to determine if the device is repairable, and to offer various methods of repair as the resolution if appropriateIf Squaretrade determines that the item is irreparable the consumer's resolution will be migrated to replacement or reimbursement, dependent on what devices Squaretrade currently has in stock
Squaretrade replacement units are not new devices, but our units are thoroughly inspected to ensure they are fully functionalOur replacement devices also include a day rework period, wherein we will provide another replacement if there are any hardware or electrical failures experienced
Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issues with their deviceThe contact information provided by the consumer is not connected to an account within our database
We have also tried to contact the consumer via email and phone but have not received a
response
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not once did they call or email meDo big corporations think they can bully and lie now? I never received any emails or attempted phone calls from them
Final Business Response /* (4000, 9, 2015/11/24) */
We have contacted the consumer via email and phone but have yet to get a responseAlso the contact information he provided is not associated with an accountAt this time we are awaiting a response