We are sorry the consumer had issues with their warranty
We do not have any information that would help us locate the warranty in our systemWe need a copy of the receipt of purchase for the warranty in order to locate it.
We are emailing the consumer so they will be able to reply to that
email with a copy of the receipt of purchase of the warrantyOnce we have that documentation we will be able to help this consumer
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
Complaint: ***I am rejecting this response because:Taking that long to get a phone is not and your website and testimonials on your promo materials boasts strongly of fast turn arounds etcSo pick a method or admit to advertising.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/18) */
We are sorry the consumer had issues with our warranty
The consumer was misinformed by our specialistThey were told that if an item was purchased from a certain retailer the consumer cannot purchase a warranty directly from usThe warranty
has to be purchased from the retailerThat is not trueWe will honor a warranty purchased on our website if the item was new and purchased at a major retailer, which is what happened in this case
The warranty is not valid is when warranty is purchased from a retailer and the item is purchased from another retailerWarranties sold by retailers (not directly from SquareTrade) only cover items purchased from the same retailers
We have offered the consumer a full refund of the second warranty that is not needed and as a courtesy we will also refund the actual warrantyThe actual warranty is still active
We have contacted the consumer with our offer and are awaiting their approval
We are sorry for any issues the consumer had with their device. When a consumer has an issue with their device they are able to go online or call in to file a claim Once a claim has been filed and approved the consumer is able to have their device repaired through the selected methodA
claim must be filed and approved before the consumer can have their device repaired At this time we are unable to reimburse for the consumer's repair since a claim was not filed on their device during the warranty coverage period
Complaint: ***I am rejecting this response because:
To be clear This has nothing to do with the item being covered It has everything to do with this company's customer service While the claim was eventually resolved (and I cannot say I am completely satisfied) the amount of effort it took to get this resolved was beyond acceptable To be on hold for what amounted to HOURS is not acceptable You should be staffed to handle your sales or you should not be selling as many policies One day of "unusual volume" maybe Two daysok, maybe Several days in a row? Not just unacceptable, but frankly unbelievable There is an option to have a representative call back That didn't work either There is no doubt that this company intentionally makes it difficult to process a claim.
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had issues with their device
The consumer was informed by the specialist that we could process a claim if the consumer did what the specialist told them to doThe consumer complied with the request but their claim
was denied
It is not in our Terms and Conditions to allow for what the specialist told the consumer and that is why the claim was initially deniedWe were able to make adjustments, make an exception for the consumer and process the claim to get the consumer a replacement phone
As a courtesy we have waved the deductible requirement
We have spoken to the consumer and they are satisfied with the resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/12) */
We are sorry the consumer had an issue with their claimWe are not sure why there was a problem with submitting the invoice but we will investigate and try to pinpoint the issueIn the meantime, we received the invoice and it is currently
being processed for reimbursementFor the difficulty experienced by the consumer, we are refunding the warranty price so that it's free
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have addressed only one of three components of the desired resolutionSquare Trade has paid the claim and refunded the warranty only because a complaint has been filed with Revdex.com and Consumer WatchdogThe company is engaging in systemic, evasive, claims procedures to which I would guess tens of thousands of customers are exposed dailyForcing customers to complain to Revdex.com or file lawsuits is not good faith payment of claimsPunitive damages are necessary to prevent such companies from engaging in blatant deceptive claims payment practicesThe June response to Revdex.com from Square Trade denies that these evasive practices exist which is far from taking the steps necessary to overhaul their claims payment practiceThe representative who responded shows zero interest in investigating what should be disturbing news to them about their claims practices and certainly does nothing to overhaul their claims procedures which is the third portion of the resolution I am seeking
Final Business Response /* (4000, 9, 2015/06/23) */
We are sorry the consumer had issues with the process of resolving the claim
No system is foolproofThe most important thing is that we addressed the issues in this case with the consumer and they were paid out as well as refunded the warranty price for the inconvenience that they experienced
We are not satisfied that our process fails in some cases but the processes in place are able to resolve 95% of claimsIt is not our intent to engage in blatant, deceptive tactics to delay payments to consumersWe gain nothing in doing anything like thatWhat we do have in place is a way for consumers to escalate their issues, be it through our internal procedure or through the Revdex.com, to resolve their issues and get the payment they deserve
Final Consumer Response /* (4200, 13, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The second response from Square Trade continues to deny the existence of the problem by blaming the consumer, "We are sorry the consumer had issues..." and shrugs off their endemic claims problems with the platitude, "No system is foolproof." Who is the "fool" in their mind here, the consumer? The first response promised an investigation into their own claims processWhere are the results of the "investigation?" What statistics can they provide to support the seemingly arbitrary claim that 95% of their claims are resolved? My original claim, let's remember, required emails, phone calls, with the representative repeatedly claiming he could not "see" the receipt that clearly showed up in all of the emailsI still have a recording of the representative on my answering machineThe only reasons Square Trade responded ultimately was due to the complaints to Revdex.com and to Consumer WatchdogI have yet to receive the refund of the warranty that was promised to me two weeks ago nowSquare Trade has still only resolved one third of the desired resolution, payment of the claimsAn overhaul of their circus of a claims process is still requiredThis would begin with an investigation and a report of the results of it and an real assessment of percentage of claims satisfaction, not a completely unsubstantiated number of "95%"Those would be first steps in the thorough overhaul of their claims process that is neededAnd, punitive damages
Initial Business Response /* (1000, 5, 2015/09/08) */
We are sorry the consumer had issues with their device
Our specialists are trained to let the consumer know up to what amount we will reimburse for a purchase of an external device to resolve an issueSince the consumer received an email
stating we would with no specific amount then we are obligated to the consumer to reimburse them for the amount they need to purchase the external equipment
We have contacted the consumer to let them know we are going to reimburse them
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firstly I'd like to thank *** who contacted me about my issue, he was very amicable and solved my problem swiftly with the utmost professionalismBecause of my experience with him, I will assuredly do business with squaretrade again
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 ***
We have reached out to the consumer and offered a resolution, we understand the consumer will keep their complaint open until payment has been received
Complaint:***I am rejecting this response because: It was not a software issue, your technician misdiagnosed the problem, the hard drive failed causing multiple software issues.
I have contacted the retailer, if they refund the cost of the warranty it will be cancelledSquareTrade has a policy of refunding the purchase price of the warranty and continuing warranty coverage if they fail to reissue the item within a set time frameSo they are wanting me to cancel my warranty coverage because of their failure
I was told my $** reimbursement check was sent out weeks ago and it would be here in 7-days, and I still haven't received it
Sincerely,*** ***
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
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 ***
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,*** ***
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 the consumer had issues with their device
Looking into the consumers account, the claim was approved on 12/22/***We have not heard from the consumer until 04/28/***, and unfortunately the claim closed due to inactivity.
As a one-time exception, we'll reimburse the consumer
for the repairs completed on the phoneMoving forward, all claims that requires the consumer to send in documents for reimbursement, will need to be completed within days of the initial claim
We are sorry for any issues the consumer had with their device.
Looking into the consumers account, a claim has been filed to reimburse the consumer for their item price Currently, we are waiting for the consumer to send in their device so the reimbursement can be processed
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,*** ***
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
We are sorry the consumer had issues with their warranty
We do not have any information that would help us locate the warranty in our systemWe need a copy of the receipt of purchase for the warranty in order to locate it.
We are emailing the consumer so they will be able to reply to that
email with a copy of the receipt of purchase of the warrantyOnce we have that documentation we will be able to help this consumer
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
Complaint: ***I am rejecting this response because:Taking that long to get a phone is not and your website and testimonials on your promo materials boasts strongly of fast turn arounds etcSo pick a method or admit to advertising.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/18) */
We are sorry the consumer had issues with our warranty
The consumer was misinformed by our specialistThey were told that if an item was purchased from a certain retailer the consumer cannot purchase a warranty directly from usThe warranty
has to be purchased from the retailerThat is not trueWe will honor a warranty purchased on our website if the item was new and purchased at a major retailer, which is what happened in this case
The warranty is not valid is when warranty is purchased from a retailer and the item is purchased from another retailerWarranties sold by retailers (not directly from SquareTrade) only cover items purchased from the same retailers
We have offered the consumer a full refund of the second warranty that is not needed and as a courtesy we will also refund the actual warrantyThe actual warranty is still active
We have contacted the consumer with our offer and are awaiting their approval
We are sorry for any issues the consumer had with their device. When a consumer has an issue with their device they are able to go online or call in to file a claim Once a claim has been filed and approved the consumer is able to have their device repaired through the selected methodA
claim must be filed and approved before the consumer can have their device repaired At this time we are unable to reimburse for the consumer's repair since a claim was not filed on their device during the warranty coverage period
Complaint: ***I am rejecting this response because:
To be clear This has nothing to do with the item being covered It has everything to do with this company's customer service While the claim was eventually resolved (and I cannot say I am completely satisfied) the amount of effort it took to get this resolved was beyond acceptable To be on hold for what amounted to HOURS is not acceptable You should be staffed to handle your sales or you should not be selling as many policies One day of "unusual volume" maybe Two daysok, maybe Several days in a row? Not just unacceptable, but frankly unbelievable There is an option to have a representative call back That didn't work either There is no doubt that this company intentionally makes it difficult to process a claim.
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had issues with their device
The consumer was informed by the specialist that we could process a claim if the consumer did what the specialist told them to doThe consumer complied with the request but their claim
was denied
It is not in our Terms and Conditions to allow for what the specialist told the consumer and that is why the claim was initially deniedWe were able to make adjustments, make an exception for the consumer and process the claim to get the consumer a replacement phone
As a courtesy we have waved the deductible requirement
We have spoken to the consumer and they are satisfied with the resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/12) */
We are sorry the consumer had an issue with their claimWe are not sure why there was a problem with submitting the invoice but we will investigate and try to pinpoint the issueIn the meantime, we received the invoice and it is currently
being processed for reimbursementFor the difficulty experienced by the consumer, we are refunding the warranty price so that it's free
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have addressed only one of three components of the desired resolutionSquare Trade has paid the claim and refunded the warranty only because a complaint has been filed with Revdex.com and Consumer WatchdogThe company is engaging in systemic, evasive, claims procedures to which I would guess tens of thousands of customers are exposed dailyForcing customers to complain to Revdex.com or file lawsuits is not good faith payment of claimsPunitive damages are necessary to prevent such companies from engaging in blatant deceptive claims payment practicesThe June response to Revdex.com from Square Trade denies that these evasive practices exist which is far from taking the steps necessary to overhaul their claims payment practiceThe representative who responded shows zero interest in investigating what should be disturbing news to them about their claims practices and certainly does nothing to overhaul their claims procedures which is the third portion of the resolution I am seeking
Final Business Response /* (4000, 9, 2015/06/23) */
We are sorry the consumer had issues with the process of resolving the claim
No system is foolproofThe most important thing is that we addressed the issues in this case with the consumer and they were paid out as well as refunded the warranty price for the inconvenience that they experienced
We are not satisfied that our process fails in some cases but the processes in place are able to resolve 95% of claimsIt is not our intent to engage in blatant, deceptive tactics to delay payments to consumersWe gain nothing in doing anything like thatWhat we do have in place is a way for consumers to escalate their issues, be it through our internal procedure or through the Revdex.com, to resolve their issues and get the payment they deserve
Final Consumer Response /* (4200, 13, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The second response from Square Trade continues to deny the existence of the problem by blaming the consumer, "We are sorry the consumer had issues..." and shrugs off their endemic claims problems with the platitude, "No system is foolproof." Who is the "fool" in their mind here, the consumer? The first response promised an investigation into their own claims processWhere are the results of the "investigation?" What statistics can they provide to support the seemingly arbitrary claim that 95% of their claims are resolved? My original claim, let's remember, required emails, phone calls, with the representative repeatedly claiming he could not "see" the receipt that clearly showed up in all of the emailsI still have a recording of the representative on my answering machineThe only reasons Square Trade responded ultimately was due to the complaints to Revdex.com and to Consumer WatchdogI have yet to receive the refund of the warranty that was promised to me two weeks ago nowSquare Trade has still only resolved one third of the desired resolution, payment of the claimsAn overhaul of their circus of a claims process is still requiredThis would begin with an investigation and a report of the results of it and an real assessment of percentage of claims satisfaction, not a completely unsubstantiated number of "95%"Those would be first steps in the thorough overhaul of their claims process that is neededAnd, punitive damages
Initial Business Response /* (1000, 5, 2015/09/08) */
We are sorry the consumer had issues with their device
Our specialists are trained to let the consumer know up to what amount we will reimburse for a purchase of an external device to resolve an issueSince the consumer received an email
stating we would with no specific amount then we are obligated to the consumer to reimburse them for the amount they need to purchase the external equipment
We have contacted the consumer to let them know we are going to reimburse them
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firstly I'd like to thank *** who contacted me about my issue, he was very amicable and solved my problem swiftly with the utmost professionalismBecause of my experience with him, I will assuredly do business with squaretrade again
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 ***
We have reached out to the consumer and offered a resolution, we understand the consumer will keep their complaint open until payment has been received
Complaint:***I am rejecting this response because: It was not a software issue, your technician misdiagnosed the problem, the hard drive failed causing multiple software issues.
I have contacted the retailer, if they refund the cost of the warranty it will be cancelledSquareTrade has a policy of refunding the purchase price of the warranty and continuing warranty coverage if they fail to reissue the item within a set time frameSo they are wanting me to cancel my warranty coverage because of their failure
I was told my $** reimbursement check was sent out weeks ago and it would be here in 7-days, and I still haven't received it
Sincerely,*** ***
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
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 ***
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,*** ***
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 the consumer had issues with their device
Looking into the consumers account, the claim was approved on 12/22/***We have not heard from the consumer until 04/28/***, and unfortunately the claim closed due to inactivity.
As a one-time exception, we'll reimburse the consumer
for the repairs completed on the phoneMoving forward, all claims that requires the consumer to send in documents for reimbursement, will need to be completed within days of the initial claim
We are sorry for any issues the consumer had with their device.
Looking into the consumers account, a claim has been filed to reimburse the consumer for their item price Currently, we are waiting for the consumer to send in their device so the reimbursement can be processed
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,*** ***
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