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
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/**
We are sorry for any issue the consumer experienced with their device
According to our records, the consumer spoke with our resolutions team to better understand SquareTrade's replacement policyWe show that the consumer understands and was set to have their current issue repaired by our
depotWe appreciate the consumer for reaching out for assistance and apologize for any miscommunication during the claim process
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
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
We apologize for any difficulty experienced with this claim. In this situation the consumer's promised reimbursement was slightly delayed due to a shipping issueThis has since been resolved and the consumer has been provided a reimbursement for the warranty and item cost, but we have no
method of overnighting these payments as the consumer is requestingThis information has been explained to the consumer by previous agents
(The consumer indicated he/she DID NOT accept the response from the business.)I have an email from the company indicating the Assurance team did not ask them about my device specifically, but about a device in generalI have not falsified, modified, nor misrepresentated anything EVER regarding my claim or my deviceSquareTrade has tried on several occasions to thwart paying my claim by suggesting the device was reported lost/stolen, that I'd provided an incorrect/modified serial number for the device, and that I hadn't properly insured the device with them - ALL lies that my carrier, *** refuted with themI don't care that I cannot get another warranty with them; but I DO care that they are refusing to honor a justified claim and have instead decided to refund my money instead of reimbursing me the cost of the replacement deviceThere have been no irregularities or misrepresentations of ANY kind from me or on my behalfAll I want is reimbursement for what I have spent on a replacement device
We apologize for any difficulty the consumer experienced with their claims.At this time the consumer's claim is approved for the item to be mailed to our repair center for service, and we apologize for any miscommunication regarding the current resolutionPreviously the consumer was approved for an
invoice repair, wherein they pay for a repair at a local shop and is reimbursed proactively by SquaretradeWhen the consumer provided their invoice, it appeared to be for a higher repair price than what was actually paidWe have contacted the store and confirmed this discrepancyMoving forward, madepot repair is the only available option for the consumer.Hopefully this information clarifies the situation and we appreciate the consumer's patience while this was investigated
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
(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:I do not have att as a provider.I have *** *** and they don't offer the *** only the *** ** for *** dollars plus tax.so *** is not enough for a replacement.If you are going to refund a full replacement then you should pay the *** plus tax.Sincerely,*** ***
We are sorry that the consumer experienced issues with filing his claimOur records indicate that his claim has since been processed, approved and repaired
Complaint: ***I am rejecting this response because:Again I repeat the same, I purchased the phone online and was assured I'd receive a new replacement device while under warranty furthermore again what would you expect me to use in the interim as this is my only devise and what happens if after the 30day mark it fails alsoAgain pull the recording from my initial order gather the facts replacement with a new device as promised or grant a full refund compensationWhat happened to customer satisfaction furthermore this has extended far too longSincerely,*** ***
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
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 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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 happy to honor valid warranties purchased from authorized retailers on used devicesOur website states " While most SquareTrade Protection Plans only cover new items, there are used or refurbished items that we do coverSome certified refurbished items purchased "only" at select SquareTrade
retail partners can be covered if a refurbished SquareTrade warranty is also purchased from the same retailer"If you purchase a warranty from our website it does say " Coverage only available for new devices purchased in the last days"If you purchase a new warranty for a used device this warranty will not be validUnfortunately, we are unable to provide assistance in connection with this invalid warranty
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
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/**
We are sorry for any issue the consumer experienced with their device
According to our records, the consumer spoke with our resolutions team to better understand SquareTrade's replacement policyWe show that the consumer understands and was set to have their current issue repaired by our
depotWe appreciate the consumer for reaching out for assistance and apologize for any miscommunication during the claim process
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
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
We apologize for any difficulty experienced with this claim. In this situation the consumer's promised reimbursement was slightly delayed due to a shipping issueThis has since been resolved and the consumer has been provided a reimbursement for the warranty and item cost, but we have no
method of overnighting these payments as the consumer is requestingThis information has been explained to the consumer by previous agents
(The consumer indicated he/she DID NOT accept the response from the business.)I have an email from the company indicating the Assurance team did not ask them about my device specifically, but about a device in generalI have not falsified, modified, nor misrepresentated anything EVER regarding my claim or my deviceSquareTrade has tried on several occasions to thwart paying my claim by suggesting the device was reported lost/stolen, that I'd provided an incorrect/modified serial number for the device, and that I hadn't properly insured the device with them - ALL lies that my carrier, *** refuted with themI don't care that I cannot get another warranty with them; but I DO care that they are refusing to honor a justified claim and have instead decided to refund my money instead of reimbursing me the cost of the replacement deviceThere have been no irregularities or misrepresentations of ANY kind from me or on my behalfAll I want is reimbursement for what I have spent on a replacement device
We apologize for any difficulty the consumer experienced with their claims.At this time the consumer's claim is approved for the item to be mailed to our repair center for service, and we apologize for any miscommunication regarding the current resolutionPreviously the consumer was approved for an
invoice repair, wherein they pay for a repair at a local shop and is reimbursed proactively by SquaretradeWhen the consumer provided their invoice, it appeared to be for a higher repair price than what was actually paidWe have contacted the store and confirmed this discrepancyMoving forward, madepot repair is the only available option for the consumer.Hopefully this information clarifies the situation and we appreciate the consumer's patience while this was investigated
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
(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:I do not have att as a provider.I have *** *** and they don't offer the *** only the *** ** for *** dollars plus tax.so *** is not enough for a replacement.If you are going to refund a full replacement then you should pay the *** plus tax.Sincerely,*** ***
We are sorry that the consumer experienced issues with filing his claimOur records indicate that his claim has since been processed, approved and repaired
Complaint: ***I am rejecting this response because:Again I repeat the same, I purchased the phone online and was assured I'd receive a new replacement device while under warranty furthermore again what would you expect me to use in the interim as this is my only devise and what happens if after the 30day mark it fails alsoAgain pull the recording from my initial order gather the facts replacement with a new device as promised or grant a full refund compensationWhat happened to customer satisfaction furthermore this has extended far too longSincerely,*** ***
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
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 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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 happy to honor valid warranties purchased from authorized retailers on used devicesOur website states " While most SquareTrade Protection Plans only cover new items, there are used or refurbished items that we do coverSome certified refurbished items purchased "only" at select SquareTrade
retail partners can be covered if a refurbished SquareTrade warranty is also purchased from the same retailer"If you purchase a warranty from our website it does say " Coverage only available for new devices purchased in the last days"If you purchase a new warranty for a used device this warranty will not be validUnfortunately, we are unable to provide assistance in connection with this invalid warranty