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
Initial Business Response /* (1000, 6, 2015/06/23) */
We are sorry the consumer that we have not been able to return the consumer's hard drive back to them
One of our specialists is following up with the repair depot to find the hard drive and have it shippedBecause of the delay we are going
to reimburse the consumer the cost of a replacement driveWe are in contact with them so they are aware of the reimbursement
We are sorry for any confusion experienced!Squaretrade is unable to provide any reimbursement beyond shipping costs in connection with the exchanged unitAs previously explained, we do not cover repairs during the manufacturer's warranty coverage termMoreover, the consumer's original purchase receipt provided to us shows the unit as being returnedDue to this, we have requested a copy of the original purchase receipt to confirm the purchase information
Complaint: ***I am rejecting this response because:
I did receive the call as discussedI was explained how timeline is now but I was also offered a refund on the warranty for my troubles but still be coveredThis wasn’t mentioned in there response so wanted to make sure this is still the case? Also my computer shows arrived and still haven’t heard anything back on itPlease advise....Sincerely,Salvatore ***
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
We are sorry for any issues the consumer experienced with their device.According to our records, the delays seem to be related to not receiving a complete copy of the exchange invoiceWe show that multiple attempts to collect this information have been made but we still have not received the full
invoiceRegarding the deductible, we have given a 25% discount on this due to having to go to multiple repair shops but we would be unable to waive the entire amount based on the current situationWe have raised the consumer's concern with not speaking to a manager, it seems our management approved the change in resolution and the deductible discount for the consumerMoving forward, in order for a reimbursement to be processed, we require a full copy of the invoice and work authorization
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 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
(The consumer indicated he/she DID NOT accept the response from the business.)I thank SquareTrade for their responseBritney from their Revdex.com customer service department did indeed contact me.I mailed out the two replacement phones back to SquareTrade on 03/16/The two phones are:IMEI ***3243IMEI ***5072and the return trackings for the two packages back to SquareTrade are:FedEx Tracking ***32FedEx Tracking ***98The tracking show that both phones had been delivered.To date, I still have not received any refund on the deductible, warranty, or received the payout ($649.99) as stated.I am awaiting SquareTrade to promptly resolve this issue on my behalf
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, *** ***
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 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
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 had with their itemWear and tear damages to items are evaluated by intended use and how the product was actually used Toy warranties are not sold with Accidental Damage from Handling protection, but are protected from cracks and rips that occur form
wear and tear
We've coached the specialist involved to ensure consumers have a seamless process in the future
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize that the consumer experienced issues with their device
The consumer has been contacted and we are currently awaiting a response to move forward
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Hi there, I would like to request that the complaint ***) I filed against Squaretrade on 12-27-be cancelled as they refunded my money to my Amazon account today on 12-28-17. It was beyond frustrating dealing with their ncustomer service phone reps as they just didn't want to help me at all (made a bunch of excuses/hung up on me repeatedly) and just was so upsetting. I just was so disappointed as I have been a year Squaretrade customer and their biggest fan and would always tell everyone how wonderful their customer service was. But it sure isn't like that anymore sadly (must have been the sale to Allstate). But thankfully, they refunded after going through the Amazon claim process. Thank you for everything you and your Revdex.com office do in helping consumers like myself. Thank you for cancelling the complaint against Squaretrade. Have a great day and Happy New Year
Sincerely,
Michael ***
We apologize for any inconvenience that the consumer might have experienced during the replacement process
Per our latest information our Executive Escalations Team has contacted the customer this morning and offered a full reimbursing the customer in full for the price of the laptopIn
addition we have offered the consumer a full reimbursement of the warranty purchase price as wellThe consumer was satisfied with this outcome and we appreciate the fact that they had bought this issue to our attention
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
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 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
Initial Business Response /* (1000, 6, 2015/06/23) */
We are sorry the consumer that we have not been able to return the consumer's hard drive back to them
One of our specialists is following up with the repair depot to find the hard drive and have it shippedBecause of the delay we are going
to reimburse the consumer the cost of a replacement driveWe are in contact with them so they are aware of the reimbursement
We are sorry for any confusion experienced!Squaretrade is unable to provide any reimbursement beyond shipping costs in connection with the exchanged unitAs previously explained, we do not cover repairs during the manufacturer's warranty coverage termMoreover, the consumer's original purchase receipt provided to us shows the unit as being returnedDue to this, we have requested a copy of the original purchase receipt to confirm the purchase information
Complaint: ***I am rejecting this response because:
I did receive the call as discussedI was explained how timeline is now but I was also offered a refund on the warranty for my troubles but still be coveredThis wasn’t mentioned in there response so wanted to make sure this is still the case? Also my computer shows arrived and still haven’t heard anything back on itPlease advise....Sincerely,Salvatore ***
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
We are sorry for any issues the consumer experienced with their device.According to our records, the delays seem to be related to not receiving a complete copy of the exchange invoiceWe show that multiple attempts to collect this information have been made but we still have not received the full
invoiceRegarding the deductible, we have given a 25% discount on this due to having to go to multiple repair shops but we would be unable to waive the entire amount based on the current situationWe have raised the consumer's concern with not speaking to a manager, it seems our management approved the change in resolution and the deductible discount for the consumerMoving forward, in order for a reimbursement to be processed, we require a full copy of the invoice and work authorization
Complaint: ***I am rejecting this response because: I will accept the response once I have received the check.Sincerely,*** ***
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 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
(The consumer indicated he/she DID NOT accept the response from the business.)I thank SquareTrade for their responseBritney from their Revdex.com customer service department did indeed contact me.I mailed out the two replacement phones back to SquareTrade on 03/16/The two phones are:IMEI ***3243IMEI ***5072and the return trackings for the two packages back to SquareTrade are:FedEx Tracking ***32FedEx Tracking ***98The tracking show that both phones had been delivered.To date, I still have not received any refund on the deductible, warranty, or received the payout ($649.99) as stated.I am awaiting SquareTrade to promptly resolve this issue on my behalf
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, *** ***
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 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
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 had with their itemWear and tear damages to items are evaluated by intended use and how the product was actually used Toy warranties are not sold with Accidental Damage from Handling protection, but are protected from cracks and rips that occur form
wear and tear
We've coached the specialist involved to ensure consumers have a seamless process in the future
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize that the consumer experienced issues with their device
The consumer has been contacted and we are currently awaiting a response to move forward
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Hi there, I would like to request that the complaint ***) I filed against Squaretrade on 12-27-be cancelled as they refunded my money to my Amazon account today on 12-28-17. It was beyond frustrating dealing with their ncustomer service phone reps as they just didn't want to help me at all (made a bunch of excuses/hung up on me repeatedly) and just was so upsetting. I just was so disappointed as I have been a year Squaretrade customer and their biggest fan and would always tell everyone how wonderful their customer service was. But it sure isn't like that anymore sadly (must have been the sale to Allstate). But thankfully, they refunded after going through the Amazon claim process. Thank you for everything you and your Revdex.com office do in helping consumers like myself. Thank you for cancelling the complaint against Squaretrade. Have a great day and Happy New Year
Sincerely,
Michael ***
We apologize for any inconvenience that the consumer might have experienced during the replacement process
Per our latest information our Executive Escalations Team has contacted the customer this morning and offered a full reimbursing the customer in full for the price of the laptopIn
addition we have offered the consumer a full reimbursement of the warranty purchase price as wellThe consumer was satisfied with this outcome and we appreciate the fact that they had bought this issue to our attention
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
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 ***