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,*** ***
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
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
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 confusion experienced during the claim process.There seems to be some confusion as to what coverage is offered with our protection plansSince Squaretrade started offering warranties, we have yet to offer accidental damage coverage for television setsThe plan purchased by the
consumer only provides standard non-accidental coverageWe can provide the consumer with the original contract sent after the warranty purchase if it is not viewable onlineWe can also confirm that the warranty has not been altered in any way to exclude accidental coverage (Nor could it be)Moving forward, we would be unable to provide coverage or assistance for the consumer's issue since accidental coverage is not provided for TVsSquaretrade apologizes for any miscommunication regarding our warranty service and will be refunding the full warranty price to the consumer
We are sorry for any confusion experienced during the claim process.We have provided the consumer with the transcripts available to the consumer, detailing what was said, word for wordAs previously stated, since the agent specifically advised the consumer to call back multiple times before the expiration of the warranty, we would be unable to honor a claim for the consumer
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, 2015/06/30) */
We are sorry the consumer had issues with returning the warranty
As an agreement with our retailer only they can have a warranty returned within the first daysWhen they refused then we did expedite the refund
The system sent an
automated emailWe apologize for the incorrect information sent to the consumerWe are sending an email with the appropriate information and apologyWe are also working to correct what is stated on the auto email that is sent
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
We are sorry for any issues the consumer had with their device. When an claim is filed on a major appliance SquareTrade always starts out with troubleshooting to help diagnose the issue and obtain the correct partsAfter troubleshooting has been completed, we are able to order parts and
schedule a tech visit In this case the repair tech was unable to fix the consumers unit on the first visit and needed more parts There was a delay in parts arrival causing the tech visit to be postponed Upon the tech's second visit they determined unit would require more parts and would no longer be cost effective to repair Currently, we are processing a check for reimbursement of the consumers item price
Complaint:***I am rejecting this response because:
I appreciate the offer of Squaretrade to correct the automatic denial of my complaint, however, an associated element of my original complaint is just how impossible it is to contact them on the phone. I challenge anyone to find a customer service phone number on their web site. I do not have any blocks on my phone and everyone is required to use their automated call back feature on their web site. However, I again attempted to get a call back yesterday to resolve this issue and after several hours never did get a call back. I sent an email asking them to send me a number where I can call them or have someone call me from a real phone directly at *** *** as there is obviously a problem with their automated system trying to call me. I request this complaint remain open until I hear from Squaretrade. Thank you!Sincerely,*** ***
We are sorry for any issues the consumer had with their device. After reviewing the consumers account, we have decided to move forward with reimbursing the item price At this point the consumer needs to return the signed affidavit certifying the item is no longer in working order
Complaint: ***I am rejecting this response because:
I feel the response is selective inasmuch as the accept certain claims for the same cause and reject others. I strongly believe the have not fully diagnosed the problem, rather just take the position there is physical damage. His can there be physical damage to a TV when the screen is not damaged, the TV case is not damaged. Physical damaged can only be addressed when there is in fact a cracked screen, damaged screen or a cracked case indicating there was damaged caused by hitting the screen with a foreign object it having dropped the TV. The TV was attached to a wall. When the problem started with the circles the only thing I did was touch the screen and the crack appeared and the lines appeared. I want the complaint to stand. I guess I should take the concern to small claims court!
Sincerely,*** ***
We are sorry the consumer had issues with their warranty.As stated on our SquareTrade *** page, in the Things to Know section, SquareTrade Protection Plans are only valid for new products purchased at *** within the last daysSince this is an invalid warranty we can go ahead and cancel
& refund the warranty
Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize for the issue the consumer experienced with their device
Per the Terms & Conditions we do not cover lost, stolen, or irretrievable itemsThe consumer has been refunded in full for the warranty price
Initial Consumer
Rebuttal /* (3000, 12, 2016/03/01) */
Final Business Response /* (4000, 14, 2016/03/06) */
The consumer agreed to the Terms and Conditions when the warranty was purchasedThe Terms and Conditions state we do not cover lost and stolen itemsWe also reserve the right to cancel a warranty if our terms are not metWe initiated a refund and cancelled the warranty due to the consumer confirming the device was lost(irretrievable)We have contacted the reseller and confirmed that the consumer requested to not be refundedRefusal of the refund per the consumer does not reinstate the warrantyThe consumer's warranty still remains cancelledAt any time the consumer can accept the refund from the reseller
Final Consumer Response /* (4200, 16, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated numerous times, I called for clarification of your warranty on and spoke to KathyHer explanation of the warranty terms differ from yoursIronically, you are unable to find the call record even after I provided you proof that the call took place, and even though you have repeatedly stated that you record all phone callsI also have asked for clarification on how much of the drone you need backI also have years on the policy to look for the droneWhy you state that you have the right to cancel the warranty is rediculous
It is clear that you will do anything you can to not pay out on a warranty claimYour company is nightmare to work withYour company clearly does not value your customers nor does your company put your customers first
Revdex.com:
everything looks the same as when I submitted Not sure of what my part is here by accepting, nothing has changed.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***
Complaint: ***
I am rejecting this response because: The offer itself was made knowing the replacement was not the same as the original productConsumer like myself who lacks knowledge and expert on television specifications will continue to be deceived by this type of tricky offer
Sincerely,
*** ***
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
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
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
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 confusion experienced during the claim process.There seems to be some confusion as to what coverage is offered with our protection plansSince Squaretrade started offering warranties, we have yet to offer accidental damage coverage for television setsThe plan purchased by the
consumer only provides standard non-accidental coverageWe can provide the consumer with the original contract sent after the warranty purchase if it is not viewable onlineWe can also confirm that the warranty has not been altered in any way to exclude accidental coverage (Nor could it be)Moving forward, we would be unable to provide coverage or assistance for the consumer's issue since accidental coverage is not provided for TVsSquaretrade apologizes for any miscommunication regarding our warranty service and will be refunding the full warranty price to the consumer
We are sorry for any confusion experienced during the claim process.We have provided the consumer with the transcripts available to the consumer, detailing what was said, word for wordAs previously stated, since the agent specifically advised the consumer to call back multiple times before the expiration of the warranty, we would be unable to honor a claim for the consumer
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, 2015/06/30) */
We are sorry the consumer had issues with returning the warranty
As an agreement with our retailer only they can have a warranty returned within the first daysWhen they refused then we did expedite the refund
The system sent an
automated emailWe apologize for the incorrect information sent to the consumerWe are sending an email with the appropriate information and apologyWe are also working to correct what is stated on the auto email that is sent
We apologize for any inconvenience that the consumer might have experienced during this process
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
We are sorry for any issues the consumer had with their device. When an claim is filed on a major appliance SquareTrade always starts out with troubleshooting to help diagnose the issue and obtain the correct partsAfter troubleshooting has been completed, we are able to order parts and
schedule a tech visit In this case the repair tech was unable to fix the consumers unit on the first visit and needed more parts There was a delay in parts arrival causing the tech visit to be postponed Upon the tech's second visit they determined unit would require more parts and would no longer be cost effective to repair Currently, we are processing a check for reimbursement of the consumers item price
Complaint:***I am rejecting this response because:
I appreciate the offer of Squaretrade to correct the automatic denial of my complaint, however, an associated element of my original complaint is just how impossible it is to contact them on the phone. I challenge anyone to find a customer service phone number on their web site. I do not have any blocks on my phone and everyone is required to use their automated call back feature on their web site. However, I again attempted to get a call back yesterday to resolve this issue and after several hours never did get a call back. I sent an email asking them to send me a number where I can call them or have someone call me from a real phone directly at *** *** as there is obviously a problem with their automated system trying to call me. I request this complaint remain open until I hear from Squaretrade. Thank you!Sincerely,*** ***
We are sorry for any issues the consumer had with their device. After reviewing the consumers account, we have decided to move forward with reimbursing the item price At this point the consumer needs to return the signed affidavit certifying the item is no longer in working order
Complaint: ***I am rejecting this response because:
I feel the response is selective inasmuch as the accept certain claims for the same cause and reject others. I strongly believe the have not fully diagnosed the problem, rather just take the position there is physical damage. His can there be physical damage to a TV when the screen is not damaged, the TV case is not damaged. Physical damaged can only be addressed when there is in fact a cracked screen, damaged screen or a cracked case indicating there was damaged caused by hitting the screen with a foreign object it having dropped the TV. The TV was attached to a wall. When the problem started with the circles the only thing I did was touch the screen and the crack appeared and the lines appeared. I want the complaint to stand. I guess I should take the concern to small claims court!
Sincerely,*** ***
We are sorry the consumer had issues with their warranty.As stated on our SquareTrade *** page, in the Things to Know section, SquareTrade Protection Plans are only valid for new products purchased at *** within the last daysSince this is an invalid warranty we can go ahead and cancel
& refund the warranty
Initial Business Response /* (1000, 5, 2016/01/08) */
We apologize for the issue the consumer experienced with their device
Per the Terms & Conditions we do not cover lost, stolen, or irretrievable itemsThe consumer has been refunded in full for the warranty price
Initial Consumer
Rebuttal /* (3000, 12, 2016/03/01) */
Final Business Response /* (4000, 14, 2016/03/06) */
The consumer agreed to the Terms and Conditions when the warranty was purchasedThe Terms and Conditions state we do not cover lost and stolen itemsWe also reserve the right to cancel a warranty if our terms are not metWe initiated a refund and cancelled the warranty due to the consumer confirming the device was lost(irretrievable)We have contacted the reseller and confirmed that the consumer requested to not be refundedRefusal of the refund per the consumer does not reinstate the warrantyThe consumer's warranty still remains cancelledAt any time the consumer can accept the refund from the reseller
Final Consumer Response /* (4200, 16, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated numerous times, I called for clarification of your warranty on and spoke to KathyHer explanation of the warranty terms differ from yoursIronically, you are unable to find the call record even after I provided you proof that the call took place, and even though you have repeatedly stated that you record all phone callsI also have asked for clarification on how much of the drone you need backI also have years on the policy to look for the droneWhy you state that you have the right to cancel the warranty is rediculous
It is clear that you will do anything you can to not pay out on a warranty claimYour company is nightmare to work withYour company clearly does not value your customers nor does your company put your customers first
Revdex.com:
everything looks the same as when I submitted Not sure of what my part is here by accepting, nothing has changed.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***
Complaint: ***
I am rejecting this response because: The offer itself was made knowing the replacement was not the same as the original productConsumer like myself who lacks knowledge and expert on television specifications will continue to be deceived by this type of tricky offer
Sincerely,
*** ***