We apologize for the inconveniences the consumer experienced.While reviewing the notes and upon further investigation, it appears our repair center deemed the unit beyond economical repair and therefore we proceeded with an alternative resolutionWe show the item was not in our possession for
longer than our day guarantee therefore it does not qualify for a refund of the plan.For security issues we no longer utilize *** as a method of reimbursement which is why we defaulted to an alternate reimbursement method.Our records show payment was processed and has since been mailed
We are sorry for any issues the consumer experienced with their device
According to our records, the refund check was processed on 5/4/***, if the consumer has not received this then we will process a replacementRegarding the messaging and information issues, we do apologize that there is a delay for the online status of a claimFurthermore, after our depot tested the repaired unit, they then found it was having some issues with the motherboard, hence the replacement that was notedAgain we apologize for any miscommunications but we are looking into streamlining the information provided to our consumers
(The consumer indicated he/she DID NOT accept the response from the business.)If Square Trade did not accept my laptop as valid for coverage through their warranty, they should have told me when I sent them the full details of the laptop by email on 8/1/***It's not a fair business model to wait and see if there is a claim before deciding whether a warranty will be honored or notAs a compromise, I am willing to pay a premium to continue my laptop warrantyLet me emphasize that I have fixed the problem I had reported to Squaretrade my own (I bought a replacement part online for about $**), so the laptop is currently working just fineWhat would Squaretrade consider a fair premium? Please keep in mind that more than half the term of the warranty has passed, and the original contract says nothing about stores from which it may be purchased
Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize the consumer is having issues with their device
Our Assurance team is in the process of verifying the consumer's claim interactionThe consumer has been contacted via email and phone but we have yet to receive a response
We
have provided the consumer with the appropriate contact information to resolve this issue and we will reach out to them again to rectify their concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a phone call from SquareTrade regarding thisI did receive the email and have called the phone number and extension providedI left a message Friday November 6, and another message the morning of Monday November I still have not received a call back from SquareTrade to resolve this issue
I can be reached at XXX-XXX-XXXXPlease call me to resolve this
Final Business Response /* (4000, 9, 2015/11/11) */
We have been in correspondence with the consumer and provided an appropriate resolution for the complaintThe consumer accepted the resolution and will be taking the necessarily action to close the claim
Final Consumer Response /* (2000, 11, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company eventually mailed a check to reimburse me for my deviceOnly took weeks for a final resolution from when my device first broke
Supervisor I dealt with acted like they were doing me a favor to honor the claim
We have resent the consumer an email to reply with a copy of the carrier insurance for the last days before the SquareTrade policy was purchased The email has been sent to the email we have on file as well as the email the consumer has listed on their complaint
Complaint: ***I am rejecting this response because: There was no pre-existing condition It is a television, not some home appliance The issue here is that Squaretrade failed to repair my television after attempts and turned around after the third failure and told me that they would not replace the TV Before the 3rd repair attempt, I asked to have the TV replaced since their repairs did not seem to work for more than a few months at best, but they assured me they wanted to try more time and would replace it after that if it did not work I am beyond frustrated with the number of games this company has decided to employ at this point when I just want them to honor what they promised and replace my TV, which still has year left in the term of the warranty.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device
The warranty that was sold by our reseller did not have the accidental coverage as the consumer wantedUnfortunately by the time the consumer found out it was too late to correct it by
purchasing the correct warranty
Although we are not responsible for what someone else is selling in this case we will make an exception and take care of our customer
We are paying out the customer the price of the device
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-***
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. The complaint shouldn't have to get to this level to be corrected in the first placeThank you Revdex.com for helping with this issue.Sincerely, *** ***
(The consumer indicated he/she DID NOT accept the response from the business.)I did not misrepresent, falsify and/or modify anything in regard to the claim I filedEverything I provided to SquareTrade was true and honest to the best of my knowledge and abilityKnowing that SquareTrade uses *** as a vendor, I would be foolish to think I could file and claim and falsify documents using this companyThe company, ***, has even apologized to me for causing this problemSquareTrade misrepresented the issue when they reach out to ***; SquareTrade NEVER advised *** they were calling in about my phone/issue, specificallySquareTrade inquired about "general repair to a Samsung note Edge screen." My phone is damaged beyond just the screen, so the repair would be more
We apologize for any inconvenience that the consumer might have experienced during this process
As of 4/13/the consumer has spoken with our company both over the phone and via chat to reconfirm that we have approved him for a repair at one of our depots
If it is determined that the item cannot be repaired one of our representatives will reach out to the consumer with a alternate resolution
We apologize for any difficulty experienced with the claims process. When this consumer filed a claim on 12/5/it was initially denied on the basis of the issue occurring during the warranty's exclusionary periodAn exclusionary period is a period of time from the date of purchase wherein
we will not approve any claims, and it is very common for cellphonesWhen the consumer called back the following day it was determined that this denial was in error, as this consumer's warranty did not include an exclusionary periodWe apologized for the misunderstanding and approved the consumer's claim for a replacement device. On 12/7/an agent from Consumer Cellular notified us that the consumer requested to cancel their policy, and due to this the consumer's policy and recent claim were cancelledIf the consumer would like to proceed with receiving their replacement device we would require that Consumer Cellular is contacted and the consumer's warranty status is re-approved, otherwise we would be unable to offer assistance
We apologize for any inconvenience that the consumer might have experienced during this process.The first claim the customer had called in to file was denied since it was a software issueThe customer was then referred to the manufacturer since he was under the year manufacturer's warranty.The
second claim was filed and then closed at the customer's request. In reference to the last claim unfortunatley we cannot assist the customer as the phone was physically damaged i.ea cracked screen and the customer does not have accidental damage coverage as part of his warranty.As a sign of good faith since the consumer was not able to use his warranty we refunded the ful warranty cost back to the consumer on 03/26/2018.At this point there is nothing else we are able to do since his warranty is now cancelled
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:
At this time, I have received a check for the reimbursement of the claim on the device, I have also received a check for ** dollars and some change that is supposed to amount to the coverage costHowever, I was promised *** so I am waiting for them to make good on the differenceOnce I get confirmation that they have done this I will close this matter. Sincerely,*** ***
Due to the nature of *** items we only offer warranties for items that qualify for a warranty through the "add to cart" option offered during checkout from ***This is a special consideration we have given to consumers who purchase items from *** since we cannot offer a warranty on our website for these itemsItems that do not qualify we do not offer warranties
We apologize for the inconveniences the consumer experienced.While reviewing the notes and upon further investigation, it appears our repair center deemed the unit beyond economical repair and therefore we proceeded with an alternative resolutionWe show the item was not in our possession for
longer than our day guarantee therefore it does not qualify for a refund of the plan.For security issues we no longer utilize *** as a method of reimbursement which is why we defaulted to an alternate reimbursement method.Our records show payment was processed and has since been mailed
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 for any issues the consumer experienced with their device
According to our records, the refund check was processed on 5/4/***, if the consumer has not received this then we will process a replacementRegarding the messaging and information issues, we do apologize that there is a delay for the online status of a claimFurthermore, after our depot tested the repaired unit, they then found it was having some issues with the motherboard, hence the replacement that was notedAgain we apologize for any miscommunications but we are looking into streamlining the information provided to our consumers
(The consumer indicated he/she DID NOT accept the response from the business.)If Square Trade did not accept my laptop as valid for coverage through their warranty, they should have told me when I sent them the full details of the laptop by email on 8/1/***It's not a fair business model to wait and see if there is a claim before deciding whether a warranty will be honored or notAs a compromise, I am willing to pay a premium to continue my laptop warrantyLet me emphasize that I have fixed the problem I had reported to Squaretrade my own (I bought a replacement part online for about $**), so the laptop is currently working just fineWhat would Squaretrade consider a fair premium? Please keep in mind that more than half the term of the warranty has passed, and the original contract says nothing about stores from which it may be purchased
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
Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize the consumer is having issues with their device
Our Assurance team is in the process of verifying the consumer's claim interactionThe consumer has been contacted via email and phone but we have yet to receive a response
We
have provided the consumer with the appropriate contact information to resolve this issue and we will reach out to them again to rectify their concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a phone call from SquareTrade regarding thisI did receive the email and have called the phone number and extension providedI left a message Friday November 6, and another message the morning of Monday November I still have not received a call back from SquareTrade to resolve this issue
I can be reached at XXX-XXX-XXXXPlease call me to resolve this
Final Business Response /* (4000, 9, 2015/11/11) */
We have been in correspondence with the consumer and provided an appropriate resolution for the complaintThe consumer accepted the resolution and will be taking the necessarily action to close the claim
Final Consumer Response /* (2000, 11, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company eventually mailed a check to reimburse me for my deviceOnly took weeks for a final resolution from when my device first broke
Supervisor I dealt with acted like they were doing me a favor to honor the claim
We have resent the consumer an email to reply with a copy of the carrier insurance for the last days before the SquareTrade policy was purchased The email has been sent to the email we have on file as well as the email the consumer has listed on their complaint
Complaint: ***I am rejecting this response because: There was no pre-existing condition It is a television, not some home appliance The issue here is that Squaretrade failed to repair my television after attempts and turned around after the third failure and told me that they would not replace the TV Before the 3rd repair attempt, I asked to have the TV replaced since their repairs did not seem to work for more than a few months at best, but they assured me they wanted to try more time and would replace it after that if it did not work I am beyond frustrated with the number of games this company has decided to employ at this point when I just want them to honor what they promised and replace my TV, which still has year left in the term of the warranty.Sincerely,*** ***
What is the purpose of the verification process ?Complaint: ***I am rejecting this response because:Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device
The warranty that was sold by our reseller did not have the accidental coverage as the consumer wantedUnfortunately by the time the consumer found out it was too late to correct it by
purchasing the correct warranty
Although we are not responsible for what someone else is selling in this case we will make an exception and take care of our customer
We are paying out the customer the price of the device
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 apologize the consumer experienced issues with their claim.Our records show that the issue has since been resolved
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. The complaint shouldn't have to get to this level to be corrected in the first placeThank you Revdex.com for helping with this issue.Sincerely, *** ***
(The consumer indicated he/she DID NOT accept the response from the business.)I did not misrepresent, falsify and/or modify anything in regard to the claim I filedEverything I provided to SquareTrade was true and honest to the best of my knowledge and abilityKnowing that SquareTrade uses *** as a vendor, I would be foolish to think I could file and claim and falsify documents using this companyThe company, ***, has even apologized to me for causing this problemSquareTrade misrepresented the issue when they reach out to ***; SquareTrade NEVER advised *** they were calling in about my phone/issue, specificallySquareTrade inquired about "general repair to a Samsung note Edge screen." My phone is damaged beyond just the screen, so the repair would be more
We apologize for any inconvenience that the consumer might have experienced during this process
As of 4/13/the consumer has spoken with our company both over the phone and via chat to reconfirm that we have approved him for a repair at one of our depots
If it is determined that the item cannot be repaired one of our representatives will reach out to the consumer with a alternate resolution
We apologize for any difficulty experienced with the claims process. When this consumer filed a claim on 12/5/it was initially denied on the basis of the issue occurring during the warranty's exclusionary periodAn exclusionary period is a period of time from the date of purchase wherein
we will not approve any claims, and it is very common for cellphonesWhen the consumer called back the following day it was determined that this denial was in error, as this consumer's warranty did not include an exclusionary periodWe apologized for the misunderstanding and approved the consumer's claim for a replacement device. On 12/7/an agent from Consumer Cellular notified us that the consumer requested to cancel their policy, and due to this the consumer's policy and recent claim were cancelledIf the consumer would like to proceed with receiving their replacement device we would require that Consumer Cellular is contacted and the consumer's warranty status is re-approved, otherwise we would be unable to offer assistance
We apologize for any inconvenience that the consumer might have experienced during this process.The first claim the customer had called in to file was denied since it was a software issueThe customer was then referred to the manufacturer since he was under the year manufacturer's warranty.The
second claim was filed and then closed at the customer's request. In reference to the last claim unfortunatley we cannot assist the customer as the phone was physically damaged i.ea cracked screen and the customer does not have accidental damage coverage as part of his warranty.As a sign of good faith since the consumer was not able to use his warranty we refunded the ful warranty cost back to the consumer on 03/26/2018.At this point there is nothing else we are able to do since his warranty is now cancelled
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:
At this time, I have received a check for the reimbursement of the claim on the device, I have also received a check for ** dollars and some change that is supposed to amount to the coverage costHowever, I was promised *** so I am waiting for them to make good on the differenceOnce I get confirmation that they have done this I will close this matter. Sincerely,*** ***
Due to the nature of *** items we only offer warranties for items that qualify for a warranty through the "add to cart" option offered during checkout from ***This is a special consideration we have given to consumers who purchase items from *** since we cannot offer a warranty on our website for these itemsItems that do not qualify we do not offer warranties