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, 2015/09/17) */
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
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
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
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 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
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 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
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,*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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
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
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
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.)
We are sorry for any confusion experienced during the claim process.Squaretrade ensures that compatible TV's are offered and we do allow consumers to accept or reject an offer if unsatisfactoryWith that being said, we have made the determination that the second TV offered was slightly inferior due
to the Dynamic contrast ratio and refresh rate being lowerAs a result, we have processed the consumer's set for payout and have issued a check for the full purchase price as of 11-07-***
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, 2015/09/17) */
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
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
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
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 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
Never got an email
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 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
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,*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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
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
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
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.)
The serial number for the tablet that was sent to me by SquareTrade was #***.My original damaged tablet's serial number was #***
We are sorry the consumer had issues with their device.
We are waiting for the consumer's response so we can try and resolve this complaint
We are sorry for any confusion experienced during the claim process.Squaretrade ensures that compatible TV's are offered and we do allow consumers to accept or reject an offer if unsatisfactoryWith that being said, we have made the determination that the second TV offered was slightly inferior due
to the Dynamic contrast ratio and refresh rate being lowerAs a result, we have processed the consumer's set for payout and have issued a check for the full purchase price as of 11-07-***
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