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
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,*** ***
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 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 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
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
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***
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, 2015/10/07) */
We are sorry the consumer had issues with their device
We discovered that the consumer filed their claim on line and used a drop down description that the system recognized as an issue caused by an accidentThe system denied the claim based
on that error made by the system and interpreting the issue as an accident
We are going to file a claim and payout the consumer based on the fact that this would be a third claim for the same issue and the device is defined as a "lemon" and under our no lemon policy the claim qualifies for a payout
We have contacted our intention to the consumer and are awaiting their approval to proceed
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
From: James *** *** *** Sent: Wednesday, November 22, 9:AMTo: info *** *** ** #
there wasnt an option to response to their response yet from the 17th but I did send the requested video of the issue - below was my most recent interactions
I had previously started a claim and spoke with one rep and put in a complaint. then I got an email back for me to record the issue in video since it doesn't happen hours a day - did that and sent in and called back as requested. now im at "call cable company to replace modem-squaretrade" me- I dont have cable "please hold-squaretrade""this is a source problem replace hdmi and/or device-squaretrade" me- I have devices with same issue and have tried at least that many cables with the same issue, I can clear it for 3-days with a factory reset on TV but it comes back "please hold-squaretrade" "if this happens more frequently please call us back-squaretrade" me- So i'm supposed to do a factory reset and redo my TV settings once a week ? "yes-squaretrade" ....
my solution will be buying another Tv but I wouldn't mark square trade as resolving
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
Complaint: ***I am rejecting this response because:
With all do respect, this account is inaccurate or does not contain complete detailsWhen filing my original complaint, they lost my information and did not process it in a timely matter, only when I called back did they finally find my information and then process my claimThey returned my device not repaired, with no explanation included with itJust the deviceThe device still had the same problemsThe problem was an issue that wasn't happening all the time, maybe several times a weekI sent it back again to them and they again returned it with no explanation as to what they repaired, or did, or didn't doAgain, the problem started happening and became worseI called back and was told now I was out of my warrantyI made several attempts to rectify with them only to be told it was too lateThey were more then willing to take my money for almost years and when I have an issue they delay it just enough to place me out of warrantyNow I cannot even use my tablet for more then minutes before it diesI feel that the communications from the service depot of Square Trade is very unprofessional, I was treated rudely, and again, ,my device was returned with absolutely no explanation as to what they repaired or found or even replacedSincerely,*** ***
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
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."
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 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 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
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
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,*** ***
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 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 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
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
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***
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, 2015/10/07) */
We are sorry the consumer had issues with their device
We discovered that the consumer filed their claim on line and used a drop down description that the system recognized as an issue caused by an accidentThe system denied the claim based
on that error made by the system and interpreting the issue as an accident
We are going to file a claim and payout the consumer based on the fact that this would be a third claim for the same issue and the device is defined as a "lemon" and under our no lemon policy the claim qualifies for a payout
We have contacted our intention to the consumer and are awaiting their approval to proceed
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
From: James *** *** *** Sent: Wednesday, November 22, 9:AMTo: info *** *** ** #
there wasnt an option to response to their response yet from the 17th but I did send the requested video of the issue - below was my most recent interactions
I had previously started a claim and spoke with one rep and put in a complaint. then I got an email back for me to record the issue in video since it doesn't happen hours a day - did that and sent in and called back as requested. now im at "call cable company to replace modem-squaretrade" me- I dont have cable "please hold-squaretrade""this is a source problem replace hdmi and/or device-squaretrade" me- I have devices with same issue and have tried at least that many cables with the same issue, I can clear it for 3-days with a factory reset on TV but it comes back "please hold-squaretrade" "if this happens more frequently please call us back-squaretrade" me- So i'm supposed to do a factory reset and redo my TV settings once a week ? "yes-squaretrade" ....
my solution will be buying another Tv but I wouldn't mark square trade as resolving
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
Complaint: ***I am rejecting this response because:
With all do respect, this account is inaccurate or does not contain complete detailsWhen filing my original complaint, they lost my information and did not process it in a timely matter, only when I called back did they finally find my information and then process my claimThey returned my device not repaired, with no explanation included with itJust the deviceThe device still had the same problemsThe problem was an issue that wasn't happening all the time, maybe several times a weekI sent it back again to them and they again returned it with no explanation as to what they repaired, or did, or didn't doAgain, the problem started happening and became worseI called back and was told now I was out of my warrantyI made several attempts to rectify with them only to be told it was too lateThey were more then willing to take my money for almost years and when I have an issue they delay it just enough to place me out of warrantyNow I cannot even use my tablet for more then minutes before it diesI feel that the communications from the service depot of Square Trade is very unprofessional, I was treated rudely, and again, ,my device was returned with absolutely no explanation as to what they repaired or found or even replacedSincerely,*** ***
We are sorry for any issues the consumer had with their device. A reimbursement check has been processed for the remaining amount
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
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."
Complaint:***I am rejecting this response because:Sincerely,*** ***
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 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 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