We are sorry the consumer had issues with their device.The consumer purchased their device for $***, not including taxesA confirmation email was sent out, stating that he will be receiving a reimbursement for the product pricePer our terms and conditions, "The item is covered up to its full
replacement cost, excluding tax and shipping"After reviewing the consumer's account, a reimbursement has been processed for the item amount, excluding taxes
Initial Business Response /* (1000, 5, 2015/09/17) */
We are sorry the consumer had issues with their device
The repair that the consumer is referring to was completed over years agoAccording to the user of the iPad the failure only started months agoIf the warranty was still active we
would take a claim and have the unit repaired however the warranty had expired a year and a half ago
We have spoken to the consumer and he is aware of the time frame of the repair and the status of the warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept Squaretrade's response for the following reason:
The sub-contractor that Squaretrade used for the repair (United Camera) utillized inferior parts and methods to perform the repairSo, yes, while it is true I am beyond the warranty period per the agreement, Squaretrade is not willing to stand behind the repair nor the performance of their subcontractorsApparently, the repairs themselves are underwritten by an insurance policy and thus Squaretrade does not have the internal mechanism in place to actually stand behind the repair and make things right without filing an insurance claimAnd they cannot file the claim due to the fact that I am outside the terms and conditions of the warranty
So, it appears their ability to stand behind their service is signficantly impacted by 1) the use of 3rd party suppliers and 2) the fact that the claims are underwritten and not self-fundedThis leaves Squaretrade with limited in-house ability or mechanism to actually act in behalf of the customerOf course, this would be quite a different case if I was dealing directly with the manufacturer, who, at several levels within the organizatinon, could make the decision to perform the repair a second time and correct the matter (described below)The manufacturer would also be using OEM partsIn summary, a consumer seems to be in a better position to pay a small premium to deal directly with the manufacturer for coverageThe time and aggregation saved alone justifies that costI feel strongly that this needs to be communicated widely to fellow consumers if Squaretrade cannot correct the matter
Original issue:
The touch responsiveness of the replacement iPad screen faded to the point that almost the entire screen does not respond, rendering the iPad useless
Final Business Response /* (4000, 9, 2015/09/30) */
We are sorry the consumer had issues with their device
The replacement part worked for two years after it was replacedThe manufacturer of the device has a one year warranty for all manufacturer defects for the device, so the replacement part exceeded even the manufacturer's expectation
As we mentioned before we would file a claim if the warranty was still in place or if the replacement part failed within a reasonable amount of time, as per our policy of days after the repairIn some cases we could make an exception and offer a repair outside those daysIn this case the replacement part failed after two years of working properly
If the consumer were to purchase the manufacturer warranty they would have found that when that warranty expired the manufacturer would also not repair the unit under their Terms and Conditions
There are a number of factors that can make a device failAny warranty would not cover those failures after the warranty has expired
We are sorry that the unit failed but as per our Terms and Conditions we would not be able to take a claim to have the unit repaired
Final Consumer Response /* (4200, 13, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The primary concern and issue that has not been resolved is Squaretrade's use of a sub-contractor (United Camera) that performed a faulty repairThis apprears to be largely due to the use of either inferior parts and/or methods to perform the original repairThe original issue (cracked screen) was addressed, however, due to the above mention concern, the screen itself has lost it's functionality (touch responsiveness) prematurelySo while yes, the cracked screen was replaced, the poor workmanship has resulted in a complete loss of device functionality
It is also apparent that Squaretrade is not willing to stand behind the repair nor the performance of their subcontractorsThis seems to be connected to the fact that Squaretrade does not having the internal process in place to right the matter due to their service agreements being underwritten by a 3rd party
When a consumer decilines a manufacturer extended warranty (in this case Applecare) and purchases a Squaretrade warranty to save a few dolllars, it is cirtical that they understand the associated risk and consequences as exemplified here
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,*** ***
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, *** ***
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, *** ***
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
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
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
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
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
We are sorry for any confusion experienced during the claim process
As it stands, if the consumer has not received the check, we will be voiding and reissuing a new oneWe apologize for any misunderstanding regarding the salvage processWe will be providing the full warranty cost reimbursement on the new check
We are sorry for any issue the consumer experienced with their device
According to our records, we repaired the device's camera on ***On*** the consumer's device was dropped and sustained a cracked screenWe authorized the consumer to go to a local repair shop for the
repairsWe received an invoice from the shop for the completed repair on ***The shop stated they were able to fix the damage the consumer's device sustainedOnce the consumer had advised the unit was still not working, we directed them right back to the shopIn the event a repair is unsuccessful, we hold the shop responsible for any additional work needed in connection with the original issueUnfortunately, we would be unable to refund the deductible for either completed claim At this time, if the consumer is still having issues, we would be happy to file a new claim to assist
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during the replacement process
It seems as our Resolution Team has reached out to the consumer to provide an alternate replacement due to this oversight on our behalfWe look forward to working with the consumer further
so as to achieve a satisfactory resolution to this issue
If there are any additional questions or concerns for the consumer to reach out to their point of contact during this process.Tell us why here
We are sorry for any issues the consumer had with their device. According to the consumer's warranty contract SquareTrade will, "Replace Your Product with a product of like, kind, quality and functionality." When the consumer's claim was filed on their device a like new replacement was
available to be shipped Since there are replacement devices currently available we are unable to process a reimbursement
Complaint: ***I am rejecting this response because:
I called year prior and they could not find my warranty purchase
I found the receipt and called less than month after warranty expiration and they still said they could find no record of my warranty purchase I was told they allow certain exceptions if done month after warrnty expiration but they could find no record of my warranty Thus I have made a purchase from them and they have No record
they are not even keeping accurate business recorda but have no problems taking the money given to themSincerely,*** ***
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.The consumer purchased their device for $***, not including taxesA confirmation email was sent out, stating that he will be receiving a reimbursement for the product pricePer our terms and conditions, "The item is covered up to its full
replacement cost, excluding tax and shipping"After reviewing the consumer's account, a reimbursement has been processed for the item amount, excluding taxes
Initial Business Response /* (1000, 5, 2015/09/17) */
We are sorry the consumer had issues with their device
The repair that the consumer is referring to was completed over years agoAccording to the user of the iPad the failure only started months agoIf the warranty was still active we
would take a claim and have the unit repaired however the warranty had expired a year and a half ago
We have spoken to the consumer and he is aware of the time frame of the repair and the status of the warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept Squaretrade's response for the following reason:
The sub-contractor that Squaretrade used for the repair (United Camera) utillized inferior parts and methods to perform the repairSo, yes, while it is true I am beyond the warranty period per the agreement, Squaretrade is not willing to stand behind the repair nor the performance of their subcontractorsApparently, the repairs themselves are underwritten by an insurance policy and thus Squaretrade does not have the internal mechanism in place to actually stand behind the repair and make things right without filing an insurance claimAnd they cannot file the claim due to the fact that I am outside the terms and conditions of the warranty
So, it appears their ability to stand behind their service is signficantly impacted by 1) the use of 3rd party suppliers and 2) the fact that the claims are underwritten and not self-fundedThis leaves Squaretrade with limited in-house ability or mechanism to actually act in behalf of the customerOf course, this would be quite a different case if I was dealing directly with the manufacturer, who, at several levels within the organizatinon, could make the decision to perform the repair a second time and correct the matter (described below)The manufacturer would also be using OEM partsIn summary, a consumer seems to be in a better position to pay a small premium to deal directly with the manufacturer for coverageThe time and aggregation saved alone justifies that costI feel strongly that this needs to be communicated widely to fellow consumers if Squaretrade cannot correct the matter
Original issue:
The touch responsiveness of the replacement iPad screen faded to the point that almost the entire screen does not respond, rendering the iPad useless
Final Business Response /* (4000, 9, 2015/09/30) */
We are sorry the consumer had issues with their device
The replacement part worked for two years after it was replacedThe manufacturer of the device has a one year warranty for all manufacturer defects for the device, so the replacement part exceeded even the manufacturer's expectation
As we mentioned before we would file a claim if the warranty was still in place or if the replacement part failed within a reasonable amount of time, as per our policy of days after the repairIn some cases we could make an exception and offer a repair outside those daysIn this case the replacement part failed after two years of working properly
If the consumer were to purchase the manufacturer warranty they would have found that when that warranty expired the manufacturer would also not repair the unit under their Terms and Conditions
There are a number of factors that can make a device failAny warranty would not cover those failures after the warranty has expired
We are sorry that the unit failed but as per our Terms and Conditions we would not be able to take a claim to have the unit repaired
Final Consumer Response /* (4200, 13, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The primary concern and issue that has not been resolved is Squaretrade's use of a sub-contractor (United Camera) that performed a faulty repairThis apprears to be largely due to the use of either inferior parts and/or methods to perform the original repairThe original issue (cracked screen) was addressed, however, due to the above mention concern, the screen itself has lost it's functionality (touch responsiveness) prematurelySo while yes, the cracked screen was replaced, the poor workmanship has resulted in a complete loss of device functionality
It is also apparent that Squaretrade is not willing to stand behind the repair nor the performance of their subcontractorsThis seems to be connected to the fact that Squaretrade does not having the internal process in place to right the matter due to their service agreements being underwritten by a 3rd party
When a consumer decilines a manufacturer extended warranty (in this case Applecare) and purchases a Squaretrade warranty to save a few dolllars, it is cirtical that they understand the associated risk and consequences as exemplified here
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,*** ***
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, *** ***
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, *** ***
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
Never got an email
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
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
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
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
We are sorry for any confusion experienced during the claim process
As it stands, if the consumer has not received the check, we will be voiding and reissuing a new oneWe apologize for any misunderstanding regarding the salvage processWe will be providing the full warranty cost reimbursement on the new check
We are sorry for any issue the consumer experienced with their device
According to our records, we repaired the device's camera on ***On*** the consumer's device was dropped and sustained a cracked screenWe authorized the consumer to go to a local repair shop for the
repairsWe received an invoice from the shop for the completed repair on ***The shop stated they were able to fix the damage the consumer's device sustainedOnce the consumer had advised the unit was still not working, we directed them right back to the shopIn the event a repair is unsuccessful, we hold the shop responsible for any additional work needed in connection with the original issueUnfortunately, we would be unable to refund the deductible for either completed claim At this time, if the consumer is still having issues, we would be happy to file a new claim to assist
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during the replacement process
It seems as our Resolution Team has reached out to the consumer to provide an alternate replacement due to this oversight on our behalfWe look forward to working with the consumer further
so as to achieve a satisfactory resolution to this issue
If there are any additional questions or concerns for the consumer to reach out to their point of contact during this process.Tell us why here
We are sorry for any issues the consumer had with their device. The reimbursement for the consumer's warranty cost has been processed and mailed out
We are sorry for any issues the consumer had with their device. According to the consumer's warranty contract SquareTrade will, "Replace Your Product with a product of like, kind, quality and functionality." When the consumer's claim was filed on their device a like new replacement was
available to be shipped Since there are replacement devices currently available we are unable to process a reimbursement
Complaint: ***I am rejecting this response because:
I called year prior and they could not find my warranty purchase
I found the receipt and called less than month after warranty expiration and they still said they could find no record of my warranty purchase I was told they allow certain exceptions if done month after warrnty expiration but they could find no record of my warranty Thus I have made a purchase from them and they have No record
they are not even keeping accurate business recorda but have no problems taking the money given to themSincerely,*** ***
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, *** ***