Initial Business Response /* (1000, 5, 2015/08/11) */
We do not know why the consumer has not received his paymentWe have a transaction number that shows the account was verified and the transaction completed in FebruaryWe have emailed the consumer and asked him to look through his history to
see if he can find the transaction
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
It is 8/12/2015,I juust got off the phone with square trade and come to find out they made a mistack about a different claim I put in 2/which I was paidThey said they were going to FedX a check to me today THANK YOU *** ***
Final Consumer Response /* (2000, 11, 2015/08/17) */
Please close this case THANK YOU
We apologize for any inconvenience that the consumer might have experienced during this process
The item was received into our repair depot on 2/19/and is currently undergoing thorough Diagnostics
to determine if the item can be repaired.
The consumer called in on 2/19/to
get an update but as of that date and today (2/23/2018) the above information is all
we have
If the item is deemed repairable bu our technicians it will be repaired as that is what is stated in our contractIf the item is deemed beyond repair than our resolutions department will be in contact with the customer to offer her a alternate resolution
Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with cancelling their warranty
This should not have been an issueThe only possibility is that the Specialist was not able to confirm the consumer as an authorized user on the account and therefore did not
have permission to cancel the warranty
We were able to communicate with the consumer and confirm their statusThe warranty was refunded
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with *** who took care of everything he gave me my full refund back
We are sorry for any issue the consumer experienced with their device
There seems to be some confusion in regards to what has transpired and the cause for the reduced payment sent to the consumerAccording to our records, the consumer should have been reimbursed the full amount of the
repair invoiceWe have processed the remaining value of the invoice as a separate checkThe check has been sent on 11/02/** and should take 7-days to arriveSquareTrade apologizes for any inconveniences experienced
Whenever Squaretrade repairs an item, we run a full item diagnostic on the device to ensure there are no additional hardware failures before it is returned to the consumerWe also provide the consumer a day rework period wherein we will correct any issues with the previous repair without any negating effect on the consumer's warranty valueThough we understand the consumer would prefer we move the resolution to a payout, nowhere in our warranty contracts do we guarantee moving to said resolution upon requestOur primary intention is to ensure that the consumer completes the claim process with a fully functional device, and in this circumstance repair was the selected resolution to do so
Since the item was returned from the most recent repair the consumer has not notified us of any issues with the itemThough the policy has been refunded the consumer's warranty is still left in place, and we have reached out to the consumer directly to confirm the laptop was sufficiently repaired
We are sorry the consumer had an issue with their item.There was a delay in the processing of the claim caused by system issuesWe have since resolved the issues and the consumer's reimbursement has been processed
Complaint: ***I am rejecting this response because:When I first contacted square trade concerning this matter they stated the only way to have their warranty cover it is by going through the manufacturers warranty and they would cover any costs incurred They insisted on me going through the manufacturer and not the retailer because that is they way their warranty worked, so I did as asked Second I purchased the square trade warranty in the same transaction as the unit from Amazon, which I provided documentation for, so I have no idea what they are talking about when they call into question the legitimacy of my purchase I have received an email from squaretrade stating they would reimburse me once I gave them the shipping tracking information for the unit I informed them that they exchange has already been processed, paid for and completed so I no longer have the tracking informationI provided ample documentation that the exchange was already completeI believe they are now only requested random documents in order to delay and/or payment.Sincerely,*** ***
We do apologize for any confusion the consumer has experiencing during this process
In the detailed receipt we received from the consumer, we were unable to locate any hardware related repairs preformedWe contacted the repair location and they denied assistance to Squaretrade since we were not the consumerPer the consumer's warranty contract under, "WHAT IS NOT COVERED: Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"Due to this, we would be unable to provide service based on the existing pricing breakdown provided
Initial Business Response /* (1000, 5, 2015/11/04) */
We apologize that the consumer is having issues with their device
The consumer has been contacted by email and via phone but we have yet to get a response
We are sorry for any issues the consumer had with their device. After looking into the consumers account it appears further documentation was requested to process their claim The invoice submitted by the consumer did not contain all of the necessary information for SquareTrade to process
a reimbursement We will attempt to contact the vendor to verify the costs of the repair
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, *** ***
We are sorry for any issues the consumer had with their device. The consumer has been reimbursed the warranty cost of the item due to the long repair length We have been able to confirm with our depot the parts to fix the unit have arrived and repairs will be complete by *** and
the customer should have their device by ***
Complaint: ***I am rejecting this response because:
The HP laptop I purchased has been "repaired" an excessive number of times in a short period. The hard drive has been replaced twice and the operating system has been re-loaded more times than is necessary. Each time this laptop is returned to me, new problems arise and I have to send it in again. I purchased this laptop for my son to use for school work and he his not able to use it. I am requesting a refund of the purchase price of the laptop so that I can purchase a laptop that my son can use at school. The refusal to SquareTrade to issue a reimbursement suggests a clear example of bait and switch. On top of that, the audacity of the SquareTrade representatives to tell me that, as a customer, I have no say in this matter is appalling and unprofessional. What happens when (not if) the next problems arise? Do I send it in again and hope that eventually someone at SquareTrade will decide that reimbursement is an option? How many times is acceptable to have to send in an item for "repair" before a reimbursement is issued? I have wasted enough time trying to troubleshoot issues with this laptop and I am requesting a refund of the purchase price of the laptop. Thank you.Sincerely,Kenneth ***
The payout was processed on 4/and an email was sent to the consumer on that day to the email address that is in our database which is the email listed on this complaint. We also emailed the consumer to let us know if they have received the check by 4/so we can process re-sending the check if they have not received it
Complaint: ***I am rejecting this response because:
#1) A "like new" device is not worth the promised value of the compensation you promise to provide for a new *** **You promised over a $*** value in case of a phone being damaged - a "like new" device isnt even worth $
#2) I spoke to Danyal who promised me a reimbursement, you can't just ignore a promise that was made to me
Sincerely,*** ***
Complaint: ***I am rejecting this response because Squaretrade's management can surely override such a thingIt is ridiculous to think that a consumer would purchase a policy lower than the purchase price, especially on purposeI sincerely believe this to be a computer error on Squaretrade's end, but have even offered to pay more to have the CORRECT coverageThey have no proof otherwiseI have proof that I purchased the item for $***I will never purchase another Squaretrade warranty if this is not resolved to my satisfaction.Sincerely,*** ***
Complaint: ***I am rejecting this response because:
Square Trade has not responded to the complaint. It is seeking to obfuscate the problem by CLAIMING that the work done has exceeded the amount of the warranty. This entire complaint asks how are we to know that, because Square Trade says soPerhaps, we would be more willing to accept its word if Square Trade had conducted themselves with more transparency,because it did not, we find their claims spuriousBelow is the crux of the problems that we have with Square Trade.
I stated that Square Trade did not provide my son with a copy of the warranty. When I previously responded, I included a copy of the information I received from *** when we purchased the warranty. The information said that Square Trade would provide us with a copy of the warranty at our home address, it did not.
Square Trade is attempting to rely on information it never sent customersHow can it do that? Square Trade has not denied this
3. Square Trade CLAIMS that my son has exceeded the amount of his warranty with his two previous repair requests. When we protested how could we know that a representative, ***, told us that Square Trade did not have to provide us with an itemization of repairs, because we were not paying for the repairs. That is completely incorrect. If the customer is limited to the amount of the warranty, Square Trade has an obligation to provide the customer with an itemization of the work that it is charged at the time that the work is performed. Square Trade has not provided a copy of an acclount of any work performed - not an itemization or even the kind of work performed - yet - and to do so now would be useless
It should be of note to you that I took my son's computer to *** to have the problem diagnosed. The technician their hooked it up to two different machines and said that the problem was that the cable was looseHe said that it was negligible to replace and that it would take mere minutes to do so. I asked him about charges and he said de minimus. I told him about Square Trade and he said that they should know about this problem, it was pretty common and very simple and inexpensive.
My son noted that the computer was exhibiting the same problem that when he sent it to Square Trade previously. Interesting?
Square Trade is lying about the amount of work that was done and that is why they refuse to itemize the work or provide customers with warrantiesIt is up to you to stop this thievery
Therefore, we request that Square Trade refund the full amount of the warranty - $
2. That Square Trade is required from this time forward to provide customers with a copy of the warranty
Square Trade must provide customers with an itemized statement of the work performed at the time that the work is done
Sincerely,*** ***
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
I will be waiting for the new prepaid shipping slip to ship the *** in a new box with new packaging
Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer had such a delay in their repair
Our system procedures changed from the first claim to the second claim which caused the device to be shipped to the incorrect locationThis is the period of time that the system
showed the device as being lostIt actually was in transit to the correct repair location
Due to the extended delay the consumer experienced we are paying them what they paid for the device
Squaretrade's terms and conditions have been available to be sent upon customer request since the date this policy was purchased, and the manufacturer referral policy has also been in place for this durationInformation regarding the use of this policy is referenced in the *** salespage offering our warranty (in the "Things to Know" section towards the bottom of the page), and our website's FAQ page for TV warranty purchases, and most importantly it is explained in detail numerous times in the terms and conditions of this user's warranty.
I have included screenshots from these resources verifying this informationSquaretrade provides the consumer the option to view their policy terms and conditions at any time on our website, or to receive an email or hard copy upon requestsSquaretrade also provides the consumer the option to cancel their policy at any time up to the policy's expiration for a pro rated refund if the consumer is dissatisfied with any of our policies.
We apologize if there was any misunderstanding regarding our warranty, but we would have no alternative resolutions to offer
Initial Business Response /* (1000, 5, 2015/08/11) */
We do not know why the consumer has not received his paymentWe have a transaction number that shows the account was verified and the transaction completed in FebruaryWe have emailed the consumer and asked him to look through his history to
see if he can find the transaction
Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */
It is 8/12/2015,I juust got off the phone with square trade and come to find out they made a mistack about a different claim I put in 2/which I was paidThey said they were going to FedX a check to me today THANK YOU *** ***
Final Consumer Response /* (2000, 11, 2015/08/17) */
Please close this case THANK YOU
We apologize for any inconvenience that the consumer might have experienced during this process
The item was received into our repair depot on 2/19/and is currently undergoing thorough Diagnostics
to determine if the item can be repaired.
The consumer called in on 2/19/to
get an update but as of that date and today (2/23/2018) the above information is all
we have
If the item is deemed repairable bu our technicians it will be repaired as that is what is stated in our contractIf the item is deemed beyond repair than our resolutions department will be in contact with the customer to offer her a alternate resolution
Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with cancelling their warranty
This should not have been an issueThe only possibility is that the Specialist was not able to confirm the consumer as an authorized user on the account and therefore did not
have permission to cancel the warranty
We were able to communicate with the consumer and confirm their statusThe warranty was refunded
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with *** who took care of everything he gave me my full refund back
We are sorry for any issue the consumer experienced with their device
There seems to be some confusion in regards to what has transpired and the cause for the reduced payment sent to the consumerAccording to our records, the consumer should have been reimbursed the full amount of the
repair invoiceWe have processed the remaining value of the invoice as a separate checkThe check has been sent on 11/02/** and should take 7-days to arriveSquareTrade apologizes for any inconveniences experienced
Whenever Squaretrade repairs an item, we run a full item diagnostic on the device to ensure there are no additional hardware failures before it is returned to the consumerWe also provide the consumer a day rework period wherein we will correct any issues with the previous repair without any negating effect on the consumer's warranty valueThough we understand the consumer would prefer we move the resolution to a payout, nowhere in our warranty contracts do we guarantee moving to said resolution upon requestOur primary intention is to ensure that the consumer completes the claim process with a fully functional device, and in this circumstance repair was the selected resolution to do so
Since the item was returned from the most recent repair the consumer has not notified us of any issues with the itemThough the policy has been refunded the consumer's warranty is still left in place, and we have reached out to the consumer directly to confirm the laptop was sufficiently repaired
We are sorry the consumer had an issue with their item.There was a delay in the processing of the claim caused by system issuesWe have since resolved the issues and the consumer's reimbursement has been processed
Complaint: ***I am rejecting this response because:When I first contacted square trade concerning this matter they stated the only way to have their warranty cover it is by going through the manufacturers warranty and they would cover any costs incurred They insisted on me going through the manufacturer and not the retailer because that is they way their warranty worked, so I did as asked Second I purchased the square trade warranty in the same transaction as the unit from Amazon, which I provided documentation for, so I have no idea what they are talking about when they call into question the legitimacy of my purchase I have received an email from squaretrade stating they would reimburse me once I gave them the shipping tracking information for the unit I informed them that they exchange has already been processed, paid for and completed so I no longer have the tracking informationI provided ample documentation that the exchange was already completeI believe they are now only requested random documents in order to delay and/or payment.Sincerely,*** ***
We do apologize for any confusion the consumer has experiencing during this process
In the detailed receipt we received from the consumer, we were unable to locate any hardware related repairs preformedWe contacted the repair location and they denied assistance to Squaretrade since we were not the consumerPer the consumer's warranty contract under, "WHAT IS NOT COVERED: Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"Due to this, we would be unable to provide service based on the existing pricing breakdown provided
Initial Business Response /* (1000, 5, 2015/11/04) */
We apologize that the consumer is having issues with their device
The consumer has been contacted by email and via phone but we have yet to get a response
We are sorry for any issues the consumer had with their device. After looking into the consumers account it appears further documentation was requested to process their claim The invoice submitted by the consumer did not contain all of the necessary information for SquareTrade to process
a reimbursement We will attempt to contact the vendor to verify the costs of the repair
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, *** ***
We are sorry for any issues the consumer had with their device. The consumer has been reimbursed the warranty cost of the item due to the long repair length We have been able to confirm with our depot the parts to fix the unit have arrived and repairs will be complete by *** and
the customer should have their device by ***
Complaint: ***I am rejecting this response because:
The HP laptop I purchased has been "repaired" an excessive number of times in a short period. The hard drive has been replaced twice and the operating system has been re-loaded more times than is necessary. Each time this laptop is returned to me, new problems arise and I have to send it in again. I purchased this laptop for my son to use for school work and he his not able to use it. I am requesting a refund of the purchase price of the laptop so that I can purchase a laptop that my son can use at school. The refusal to SquareTrade to issue a reimbursement suggests a clear example of bait and switch. On top of that, the audacity of the SquareTrade representatives to tell me that, as a customer, I have no say in this matter is appalling and unprofessional. What happens when (not if) the next problems arise? Do I send it in again and hope that eventually someone at SquareTrade will decide that reimbursement is an option? How many times is acceptable to have to send in an item for "repair" before a reimbursement is issued? I have wasted enough time trying to troubleshoot issues with this laptop and I am requesting a refund of the purchase price of the laptop. Thank you.Sincerely,Kenneth ***
The payout was processed on 4/and an email was sent to the consumer on that day to the email address that is in our database which is the email listed on this complaint. We also emailed the consumer to let us know if they have received the check by 4/so we can process re-sending the check if they have not received it
Complaint: ***I am rejecting this response because:
#1) A "like new" device is not worth the promised value of the compensation you promise to provide for a new *** **You promised over a $*** value in case of a phone being damaged - a "like new" device isnt even worth $
#2) I spoke to Danyal who promised me a reimbursement, you can't just ignore a promise that was made to me
Sincerely,*** ***
Complaint: ***I am rejecting this response because Squaretrade's management can surely override such a thingIt is ridiculous to think that a consumer would purchase a policy lower than the purchase price, especially on purposeI sincerely believe this to be a computer error on Squaretrade's end, but have even offered to pay more to have the CORRECT coverageThey have no proof otherwiseI have proof that I purchased the item for $***I will never purchase another Squaretrade warranty if this is not resolved to my satisfaction.Sincerely,*** ***
Complaint: ***I am rejecting this response because:
Square Trade has not responded to the complaint. It is seeking to obfuscate the problem by CLAIMING that the work done has exceeded the amount of the warranty. This entire complaint asks how are we to know that, because Square Trade says soPerhaps, we would be more willing to accept its word if Square Trade had conducted themselves with more transparency,because it did not, we find their claims spuriousBelow is the crux of the problems that we have with Square Trade.
I stated that Square Trade did not provide my son with a copy of the warranty. When I previously responded, I included a copy of the information I received from *** when we purchased the warranty. The information said that Square Trade would provide us with a copy of the warranty at our home address, it did not.
Square Trade is attempting to rely on information it never sent customersHow can it do that? Square Trade has not denied this
3. Square Trade CLAIMS that my son has exceeded the amount of his warranty with his two previous repair requests. When we protested how could we know that a representative, ***, told us that Square Trade did not have to provide us with an itemization of repairs, because we were not paying for the repairs. That is completely incorrect. If the customer is limited to the amount of the warranty, Square Trade has an obligation to provide the customer with an itemization of the work that it is charged at the time that the work is performed. Square Trade has not provided a copy of an acclount of any work performed - not an itemization or even the kind of work performed - yet - and to do so now would be useless
It should be of note to you that I took my son's computer to *** to have the problem diagnosed. The technician their hooked it up to two different machines and said that the problem was that the cable was looseHe said that it was negligible to replace and that it would take mere minutes to do so. I asked him about charges and he said de minimus. I told him about Square Trade and he said that they should know about this problem, it was pretty common and very simple and inexpensive.
My son noted that the computer was exhibiting the same problem that when he sent it to Square Trade previously. Interesting?
Square Trade is lying about the amount of work that was done and that is why they refuse to itemize the work or provide customers with warrantiesIt is up to you to stop this thievery
Therefore, we request that Square Trade refund the full amount of the warranty - $
2. That Square Trade is required from this time forward to provide customers with a copy of the warranty
Square Trade must provide customers with an itemized statement of the work performed at the time that the work is done
Sincerely,*** ***
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
I will be waiting for the new prepaid shipping slip to ship the *** in a new box with new packaging
Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer had such a delay in their repair
Our system procedures changed from the first claim to the second claim which caused the device to be shipped to the incorrect locationThis is the period of time that the system
showed the device as being lostIt actually was in transit to the correct repair location
Due to the extended delay the consumer experienced we are paying them what they paid for the device
Squaretrade's terms and conditions have been available to be sent upon customer request since the date this policy was purchased, and the manufacturer referral policy has also been in place for this durationInformation regarding the use of this policy is referenced in the *** salespage offering our warranty (in the "Things to Know" section towards the bottom of the page), and our website's FAQ page for TV warranty purchases, and most importantly it is explained in detail numerous times in the terms and conditions of this user's warranty.
I have included screenshots from these resources verifying this informationSquaretrade provides the consumer the option to view their policy terms and conditions at any time on our website, or to receive an email or hard copy upon requestsSquaretrade also provides the consumer the option to cancel their policy at any time up to the policy's expiration for a pro rated refund if the consumer is dissatisfied with any of our policies.
We apologize if there was any misunderstanding regarding our warranty, but we would have no alternative resolutions to offer