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
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
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
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
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, *** ***
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 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
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
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 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, 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 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
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,*** ***
(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 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 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
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
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
We are sorry for a** confusion experienced during the claim process
SquareTrade requires an authorization form detailing a** repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been
received and a reimbursement check has been issued to the consumer
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,
*** ***
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
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
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
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
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, *** ***
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 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
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
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 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, 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 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
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,*** ***
(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 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 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
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
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
We are sorry for a** confusion experienced during the claim process
SquareTrade requires an authorization form detailing a** repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been
received and a reimbursement check has been issued to the consumer
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,
*** ***