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 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
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
Complaint: ***I am rejecting this response because:the carrier's position is that Square Trade failed to notify them of the warranty contract's expiration and continued to accept the collection of premiums from said carrier after the contract warranty's expiration Sincerely,*** ***
We do apologize for any inconvenience experienced during the claim process
According to our records, we show some confusion regarding the appropriate filling method for the consumer's claimsWe show that when the correct process was started, a required claim form seems to have had some
discrepanciesAs a result, we show that it took an additional days to received the necessary informationAt this point, all claims have been filed and most shipping boxes have arrived on ***The remaining boxes will be arriving in the next day, from there our repair process will take into effectWe appreciate the consumer for contacting us and will be in contact throughout the repair process
We are sorry for any issues the consumer had with their device.
After looking into the consumers account, it appears a follow up claim was filed to have the device repaired Currently, the consumers device has been repaired and is in transit
Initial Business Response /* (1000, 5, 2015/10/30) */
We are sorry the consumer had issues with their device
The consumer's warranty was cancelled for non-payment b/c of the prolonged lapse in coverage it can't be reinstated
As a one time courtesy we will reimburse the consumer for a repair
on his device
He has been contacted and is aware of this resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
We are going to the Apple store today to get our reimbursement with your representative *** has helped us to come to a amicable agreement to resolve this matterOnce we receive the receipt and paperwork from the Apple store later today we will scan and email the attachment for our reimbursement to have the phone fixed as discussed with ***Again today is November 4th and we my wife and I are going to get the phone fixed from the Apple Store todayWe will then scan the receipt to have the reimbursement paid for by your companyThank you
Final Business Response /* (4000, 9, 2015/11/05) */
At this time the consumer's issue has been resolvedWe are waiting to receive his receipt to move forward with reimbursement
We are sorry that the specialist had misinformed the consumerThe consumer's plan is in fact validWe have reached out to the specialist to retrain, to ensure this will not happen againWe will in contact with the consumer to continue the claim and for the Inconvenience we will be waiving your
deductible
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, Jeffrey ***
We apologize for any difficulty the consumer experienced with the claims process
Whenever Squaretrade repairs an item at our repair center we offer a day rework window so the consumer can have another claim filed if they feel the first repair was done insufficientlySquaretrade also has
alternative resolutions reserved in case repairs are unable to be completed, or if the required parts for repair are unavailable.
In this instance the consumer has resolutions approved for both ipadsOne of the consumer's ipads is waiting to be sent into our depot for repair, and the other iPad has been replaced and is in transit back to the consumerThough Squaretrade explained to the consumer that there are instances where a reimbursement of item cost would be provided, this was not intended to be a guarantee of this resolution and we apologize if there was any miscommunication
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and would still like to leave the complaint open until I receive the he laptop back.Sincerely, *** ***
We are sorry for any issues the consumer has had with their device. The consumers device has been recieved and a check processed to reimburse the item price A check has also been processed to reimburse the consumer for the warranty cost
We apologize for any inconvenience that the consumer might have experienced during this process
We have contacted the consumer today and have reached a favorable resolution
The consumer is extremely satisfied as this issue has been bought to a more than satisfactory end
by offering the consumer
a replacement TV he suggested
The consumers warranty was purchased incorrectly After reviewing the re seller website we have taken note of how some confusion could have occurred and are going to make a one time exception to process a reimbursement for the consumer
We are sorry for any issues the consumer had with their device. The consumer's warranty and device were purchased more than days apart Since the device and warranty purchase dates do not fall into our day window the warranty would be invalid.We have processed a reimbursement for
the consumer's warranty cost
SquareTrade's Tv protection plans mirror the manufactures coverage The consumer's issue with their device occurred during the manufacturer's coverage period No manufacturer offers coverage for any issues resulting from physical damage When our technician observed the consumers device it was noted the issue could only be caused by an o**side force and the TV could not be damaged naturally this way If the consumer felt their device arrived defective they would have needed to report the issues to SquareTrade immediately after deliveryAny issues arising a year after the delivery can not be attrib**ed to mishandling during the shipping process SquareTrade uses experienced professional delivery services to ensure items arrive undamaged and in the event they are an exchange is made. As a result of the onsite technicians notes and pictures showing issues resulting from physical damage we would not be able to provide coverage to the consumers device
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory but I need to state the there is a manufacturers known problem and SquareTrade should not take monies for known manufacturers issues if they will not cover the problem.
important update: I wish to inform Revdex.com that I also had my credit card company investigate the issue and they are crediting my account for the amount of the TV and warranty contractI am not privileged to known what went on "under the hood" but I am grateful I will not have to pay for a defective product and warrantyI appreciate Revdex.com and *** for standing up for the little guys (AKA:Consumers)
Sincerely, *** ***
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 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
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
Complaint: ***I am rejecting this response because:the carrier's position is that Square Trade failed to notify them of the warranty contract's expiration and continued to accept the collection of premiums from said carrier after the contract warranty's expiration Sincerely,*** ***
We do apologize for any inconvenience experienced during the claim process
According to our records, we show some confusion regarding the appropriate filling method for the consumer's claimsWe show that when the correct process was started, a required claim form seems to have had some
discrepanciesAs a result, we show that it took an additional days to received the necessary informationAt this point, all claims have been filed and most shipping boxes have arrived on ***The remaining boxes will be arriving in the next day, from there our repair process will take into effectWe appreciate the consumer for contacting us and will be in contact throughout the repair process
We are sorry for any issues the consumer had with their device.
After looking into the consumers account, it appears a follow up claim was filed to have the device repaired Currently, the consumers device has been repaired and is in transit
We apologize for any inconvenience that the consumer might have experienced during this process
Initial Business Response /* (1000, 5, 2015/10/30) */
We are sorry the consumer had issues with their device
The consumer's warranty was cancelled for non-payment b/c of the prolonged lapse in coverage it can't be reinstated
As a one time courtesy we will reimburse the consumer for a repair
on his device
He has been contacted and is aware of this resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
We are going to the Apple store today to get our reimbursement with your representative *** has helped us to come to a amicable agreement to resolve this matterOnce we receive the receipt and paperwork from the Apple store later today we will scan and email the attachment for our reimbursement to have the phone fixed as discussed with ***Again today is November 4th and we my wife and I are going to get the phone fixed from the Apple Store todayWe will then scan the receipt to have the reimbursement paid for by your companyThank you
Final Business Response /* (4000, 9, 2015/11/05) */
At this time the consumer's issue has been resolvedWe are waiting to receive his receipt to move forward with reimbursement
We are sorry that the specialist had misinformed the consumerThe consumer's plan is in fact validWe have reached out to the specialist to retrain, to ensure this will not happen againWe will in contact with the consumer to continue the claim and for the Inconvenience we will be waiving your
deductible
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, Jeffrey ***
We apologize for any difficulty the consumer experienced with the claims process
Whenever Squaretrade repairs an item at our repair center we offer a day rework window so the consumer can have another claim filed if they feel the first repair was done insufficientlySquaretrade also has
alternative resolutions reserved in case repairs are unable to be completed, or if the required parts for repair are unavailable.
In this instance the consumer has resolutions approved for both ipadsOne of the consumer's ipads is waiting to be sent into our depot for repair, and the other iPad has been replaced and is in transit back to the consumerThough Squaretrade explained to the consumer that there are instances where a reimbursement of item cost would be provided, this was not intended to be a guarantee of this resolution and we apologize if there was any miscommunication
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and would still like to leave the complaint open until I receive the he laptop back.Sincerely, *** ***
Complaint: ***I am rejecting this response because: I will accept the response once I have received the check.Sincerely,*** ***
We are sorry for any issues the consumer has had with their device. The consumers device has been recieved and a check processed to reimburse the item price A check has also been processed to reimburse the consumer for the warranty cost
We apologize for any inconvenience that the consumer might have experienced during this process
We have contacted the consumer today and have reached a favorable resolution
The consumer is extremely satisfied as this issue has been bought to a more than satisfactory end
by offering the consumer
a replacement TV he suggested
The consumers warranty was purchased incorrectly After reviewing the re seller website we have taken note of how some confusion could have occurred and are going to make a one time exception to process a reimbursement for the consumer
We are sorry for any issues the consumer had with their device. The consumer's warranty and device were purchased more than days apart Since the device and warranty purchase dates do not fall into our day window the warranty would be invalid.We have processed a reimbursement for
the consumer's warranty cost
SquareTrade's Tv protection plans mirror the manufactures coverage The consumer's issue with their device occurred during the manufacturer's coverage period No manufacturer offers coverage for any issues resulting from physical damage When our technician observed the consumers device it was noted the issue could only be caused by an o**side force and the TV could not be damaged naturally this way If the consumer felt their device arrived defective they would have needed to report the issues to SquareTrade immediately after deliveryAny issues arising a year after the delivery can not be attrib**ed to mishandling during the shipping process SquareTrade uses experienced professional delivery services to ensure items arrive undamaged and in the event they are an exchange is made. As a result of the onsite technicians notes and pictures showing issues resulting from physical damage we would not be able to provide coverage to the consumers device
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory but I need to state the there is a manufacturers known problem and SquareTrade should not take monies for known manufacturers issues if they will not cover the problem.
important update: I wish to inform Revdex.com that I also had my credit card company investigate the issue and they are crediting my account for the amount of the TV and warranty contractI am not privileged to known what went on "under the hood" but I am grateful I will not have to pay for a defective product and warrantyI appreciate Revdex.com and *** for standing up for the little guys (AKA:Consumers)
Sincerely, *** ***