We are sorry for any issue the consumer experienced with their device.We show that the claim was initiated on*** along with a request for a copy of the purchase receiptAfter that interaction, a receipt was not received until***Once the receipt was verified the claim was
initiated and a box with a shipping label sent to the consumerTracking shows that the unit was not sent for repairs until ***Our facilities attempted a repair but ultimately were unable to fix the unit and set the item to be reimbursed on ***A check was processed on *** completing the warranty. Since the part processed controlled by SquareTrade was completed in accordance with our service contract we will not be providing any additional assistance in connection with this warranty
Complaint: ***I am rejecting this response because: The complaint was about how poor your customer service was. If you offer the ability to register online you need to BARE MINIMUM follow up on a request THROUGH YOUR WEBSITE (in business days as stated on the website). Remember, this didn't happen once, this happened FOUR TIMES over FOUR WEEKS. Finally, I had to call and waste my time with your customer service reps for nearly an hour instead. If you want your customers to call, then don't offer the option on your website to register online. And if you need more information, FOR GOD'S SAKE, RESPOND TO THE REQUEST SENT THROUGH YOUR WEBSITE!!! Instead I wasted my time for nearly weeks trying to get this completed.Sincerely,*** ***
We apologize for any inconvenience that the consumer might have experienced during this process.
We reached out to the consumer personally and apologized for the way that her claim was handled
The claim was processed for the consumer and a favorable resolution was reached where
the
consumer was happy and satisfied with the outcome
We are sorry for any issues the consumer had with their device.After looking into the consumers warranty contract the section, What Is Not Covered states, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers, source
code, object code or proprietary data, or any support, configuration, installation or re-installation of any software or data." We at SquareTrade would cover the consumer for any repairs up to the amount of the device At this time we are making a one time exception to reimburse the consumer the costs occurred during his repairs
We are sorry for any issues the consumer had accessing their rewards points After reviewing the account we have determined the consumer should have 14, points We have updated the consumers account to reflect this amount
Initial Business Response /* (1000, 5, 2015/11/13) */
We apologize the consumer experienced issues with their device
There is no account associated with the information providedWe have reached out to the consumer to resolve their issue but have not received a reply
We apologize for all delays the consumer encountered in receiving their reimbursementWe have sent out multiple checks in an attempt to resolve this concern for the consumer and understand that they want to keep their complaint open until that happensSince the last check was resent on *** and can take a maximum of 7-days to arrive, we will be following up with the consumer then
We apologize for any inconvenience that the consumer might have experienced during this process.
We do apologize for the consumer's warranty being cancelled incorrectlyThe consumer was correct in reference to his purchasing of the phone on 9/10/2016.
As a result the warranty is a
valid purchase and we have gone ahead and reactivated the consumer's warranty!
Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize for the issue the consumer experienced with their device
Our records indicate the consumer has been connected with the Freight company to schedule an appointment to deliver the TVWe have contacted the consumer to resolve this
issue and refunded the warranty price for his inconvenience
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their deviceA system error caused the payout to not be processedThe error has been resolved and the consumer's check has been initiatedThe consumer can expect to receive the check by
the 29th
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have said the same in the past the check never comesThey need to send it out via fedex immediately , this issue has been going on since December , same response
Final Business Response /* (4000, 9, 2016/02/08) */
The consumer has been contacted we are awaiting a response to confirm if the check has been received
Complaint: ***I am rejecting this response because:
My response is noted as rejected due to my desire to further understand/define Squaretrade's response I appreciate what they have stated and will accept their commitment to honor the replacement coverage if a laptop failure occurs again (3rd time)
I would like clarification for how long the coverage is enforceable? When I purchased the year Squaretrade warranty the date of the attached acknowledgement is *** 19, *** Do the repairs made of as of *** *** have coverage period past *** 18, ***?
Please respond to confirm the end date of all coverage provide under the coverage I purchased for my laptop
Thank you,Kurt Kaufman
We appreciate the consumer for providing a copy of the receipt with their response. We have attached the receipt to the warranty and we will be contacting the consumer to proceed with the claim process
We are sorry for any issue the consumer experienced with their device.We have reviewed the call between the Squaretrade representative and the consumer on***Our rep stated to the consumer multiple times that she would need to call back in order to file a claimThe representative described the
process and detail the correct expectation of serviceUnfortunately, since the consumer did not contact us before the expiration of the warranty, we would be unable to honor a claim
We apologize for any inconvenience that the consumer might have experienced during this process
After receiving the rejection notice from the consumer we reached out to him via a phone call
During that phone call the consumer stated that the real issue is what he was advised of as "repair timelines"
were incorrect
I clarified for the customer that he indeed was correct and that the "repair timelines" he was informed of were for mobile devicesAfterwards we spoke about the upcoming repair and the possible resolutions that can arise
The consumer understood and the repair attempt will continue
We are sorry for any delays experienced during the claim process
The delay experienced by the consumer looks to be due to the availability of partsWe have located the parts and are currently repairing the deviceBased on the issue described by the consumer, we decided to repair
the unit and would be unable to process a payout unless we are unable to repair the device.
Per our terms and conditions, "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality, and functionality."
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, Kayson***
Initial Business Response /* (1000, 8, 2015/10/16) */
We are sorry the consumer had an issue with their phone
According to the notes within our system, we offered to reimburse the consumer for an exchange of the same phone at a retailer locationThough his account was temporarily suspended for
nonpayment we'd be *** to move forward with his claim
The consumer has been contacted by email and phone but we have not received a response yet
Initial Consumer Rebuttal /* (3000, 10, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call back on 10/16/and the merchant left a messagei returned the call on 10/17/and left a messageno call back was giveni called again on 10/28/and have not received a message back
I have not received any email from the merchant regarding this
if I was to consider the option, I do not have any communication with them
I understand my account is temporarily suspended, but I can not justify paying for something that I am not being able to use
I was instructed to send pictures of the phone and I didi never received a response back from the merchant, so how can I continue to pay for something when I am being ignored and it is not being resolved?
I would be *** to discuss this further, but can not get any response from the merchant
if they want to email me, they have my address and can easily reach out to me so we can come to a mutual resolution on this
Final Business Response /* (4000, 14, 2015/10/30) */
The consumer has been presented with a resolution via email to resolve his current complaint
We have contacted the consumer on three separate occasions by email and phone but we have yet to get a response
We are sorry the consumer had issues with their device
As stated in out Terms and Conditions, “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”As stated in our Terms and Conditions, the coverage amount is “Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower”We cannot reimburse beyond the Terms and Conditions
We are sorry for any issue the consumer experienced with their device
We recommend if the consumer has documentation showing that the information was submitted before the expiration of the warranty, we can honor the claimUnfortunately, with out that we would be unable to reimburse the consumer due to the date the information was received
We are sorry for any issue the consumer experienced with their device.We show that the claim was initiated on*** along with a request for a copy of the purchase receiptAfter that interaction, a receipt was not received until***Once the receipt was verified the claim was
initiated and a box with a shipping label sent to the consumerTracking shows that the unit was not sent for repairs until ***Our facilities attempted a repair but ultimately were unable to fix the unit and set the item to be reimbursed on ***A check was processed on *** completing the warranty. Since the part processed controlled by SquareTrade was completed in accordance with our service contract we will not be providing any additional assistance in connection with this warranty
Complaint: ***I am rejecting this response because: The complaint was about how poor your customer service was. If you offer the ability to register online you need to BARE MINIMUM follow up on a request THROUGH YOUR WEBSITE (in business days as stated on the website). Remember, this didn't happen once, this happened FOUR TIMES over FOUR WEEKS. Finally, I had to call and waste my time with your customer service reps for nearly an hour instead. If you want your customers to call, then don't offer the option on your website to register online. And if you need more information, FOR GOD'S SAKE, RESPOND TO THE REQUEST SENT THROUGH YOUR WEBSITE!!! Instead I wasted my time for nearly weeks trying to get this completed.Sincerely,*** ***
We apologize for any inconvenience that the consumer might have experienced during this process.
We reached out to the consumer personally and apologized for the way that her claim was handled
The claim was processed for the consumer and a favorable resolution was reached where
the
consumer was happy and satisfied with the outcome
We are sorry for any issues the consumer had with their device.After looking into the consumers warranty contract the section, What Is Not Covered states, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers, source
code, object code or proprietary data, or any support, configuration, installation or re-installation of any software or data." We at SquareTrade would cover the consumer for any repairs up to the amount of the device At this time we are making a one time exception to reimburse the consumer the costs occurred during his repairs
We are sorry for any issues the consumer had accessing their rewards points After reviewing the account we have determined the consumer should have 14, points We have updated the consumers account to reflect this amount
Initial Business Response /* (1000, 5, 2015/11/13) */
We apologize the consumer experienced issues with their device
There is no account associated with the information providedWe have reached out to the consumer to resolve their issue but have not received a reply
We apologize for all delays the consumer encountered in receiving their reimbursementWe have sent out multiple checks in an attempt to resolve this concern for the consumer and understand that they want to keep their complaint open until that happensSince the last check was resent on *** and can take a maximum of 7-days to arrive, we will be following up with the consumer then
We apologize for any inconvenience that the consumer might have experienced during this process.
We do apologize for the consumer's warranty being cancelled incorrectlyThe consumer was correct in reference to his purchasing of the phone on 9/10/2016.
As a result the warranty is a
valid purchase and we have gone ahead and reactivated the consumer's warranty!
Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize for the issue the consumer experienced with their device
Our records indicate the consumer has been connected with the Freight company to schedule an appointment to deliver the TVWe have contacted the consumer to resolve this
issue and refunded the warranty price for his inconvenience
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their deviceA system error caused the payout to not be processedThe error has been resolved and the consumer's check has been initiatedThe consumer can expect to receive the check by
the 29th
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have said the same in the past the check never comesThey need to send it out via fedex immediately , this issue has been going on since December , same response
Final Business Response /* (4000, 9, 2016/02/08) */
The consumer has been contacted we are awaiting a response to confirm if the check has been received
Complaint: ***I am rejecting this response because:
My response is noted as rejected due to my desire to further understand/define Squaretrade's response I appreciate what they have stated and will accept their commitment to honor the replacement coverage if a laptop failure occurs again (3rd time)
I would like clarification for how long the coverage is enforceable? When I purchased the year Squaretrade warranty the date of the attached acknowledgement is *** 19, *** Do the repairs made of as of *** *** have coverage period past *** 18, ***?
Please respond to confirm the end date of all coverage provide under the coverage I purchased for my laptop
Thank you,Kurt Kaufman
We appreciate the consumer for providing a copy of the receipt with their response. We have attached the receipt to the warranty and we will be contacting the consumer to proceed with the claim process
We are sorry for any issue the consumer experienced with their device.We have reviewed the call between the Squaretrade representative and the consumer on***Our rep stated to the consumer multiple times that she would need to call back in order to file a claimThe representative described the
process and detail the correct expectation of serviceUnfortunately, since the consumer did not contact us before the expiration of the warranty, we would be unable to honor a claim
Complaint:***I am rejecting this response because:Sincerely,*** ***
We apologize for any inconvenience that the consumer might have experienced during this process
After receiving the rejection notice from the consumer we reached out to him via a phone call
During that phone call the consumer stated that the real issue is what he was advised of as "repair timelines"
were incorrect
I clarified for the customer that he indeed was correct and that the "repair timelines" he was informed of were for mobile devicesAfterwards we spoke about the upcoming repair and the possible resolutions that can arise
The consumer understood and the repair attempt will continue
We are sorry for any delays experienced during the claim process
The delay experienced by the consumer looks to be due to the availability of partsWe have located the parts and are currently repairing the deviceBased on the issue described by the consumer, we decided to repair
the unit and would be unable to process a payout unless we are unable to repair the device.
Per our terms and conditions, "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality, and functionality."
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, Kayson***
Initial Business Response /* (1000, 8, 2015/10/16) */
We are sorry the consumer had an issue with their phone
According to the notes within our system, we offered to reimburse the consumer for an exchange of the same phone at a retailer locationThough his account was temporarily suspended for
nonpayment we'd be *** to move forward with his claim
The consumer has been contacted by email and phone but we have not received a response yet
Initial Consumer Rebuttal /* (3000, 10, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call back on 10/16/and the merchant left a messagei returned the call on 10/17/and left a messageno call back was giveni called again on 10/28/and have not received a message back
I have not received any email from the merchant regarding this
if I was to consider the option, I do not have any communication with them
I understand my account is temporarily suspended, but I can not justify paying for something that I am not being able to use
I was instructed to send pictures of the phone and I didi never received a response back from the merchant, so how can I continue to pay for something when I am being ignored and it is not being resolved?
I would be *** to discuss this further, but can not get any response from the merchant
if they want to email me, they have my address and can easily reach out to me so we can come to a mutual resolution on this
Final Business Response /* (4000, 14, 2015/10/30) */
The consumer has been presented with a resolution via email to resolve his current complaint
We have contacted the consumer on three separate occasions by email and phone but we have yet to get a response
We are sorry the consumer had issues with their device
As stated in out Terms and Conditions, “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”As stated in our Terms and Conditions, the coverage amount is “Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower”We cannot reimburse beyond the Terms and Conditions
We are sorry for any issue the consumer experienced with their device
We recommend if the consumer has documentation showing that the information was submitted before the expiration of the warranty, we can honor the claimUnfortunately, with out that we would be unable to reimburse the consumer due to the date the information was received