(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, 2015/07/17) */
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
Final Consumer Response /* (2000, 6, 2015/10/13) */
An agreement was reached and restitution receivedFinally a customer service person that actually provided customer service; *** Zwas courteous and followed through with what was agreed uponPlease close the complaint
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their device
As part of our service to the consumer we do offer a replacement TV with the features that match the specifications of the TV being replacedWe then email the consumer with the model of
the TV we are offering and the features of the TVMany consumers find this to be a convenience as they will not have to "shop around" for a replacementOf course if the consumer does not find the TV replacement as a viable replacement we will proceed with a payout
Due to the poor experience the consumer had and the delay in the processing of the repair we are also processing the consumer a refund of the warranty price
We are sorry for any issues the consumer had with their device. Television warranties purchased form SquareTrade do not cover any, "accidental or intentional damage, cracked or damaged monitor, laptop or display screens, liquid damage, lost buttons or knobs etc." After reviewing pictures
of the consumers device we have determined the broken antenna port occured as a result of accidental damage from handling and not a manufacture defect.SquareTrade will not be able to provide coverage to the customers item due to physical damage to the unit We will be processing a check to reimburse the consumer's warranty cost
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 one the business pays the original damage claim before contract cancellation as promised in their response Sincerely, *** ***
We are sorry for any issues the consumer experienced with their device
According to our records, the consumer contacted us to file a claim on their laptop due to "Dropped it and broke the body, can't open the laptop"We received the laptop on 4/14/** and it was determined on 4/18/** that the
parts required to fix the unit needed to be ordered from the manufacturerThe majority of the parts came in but due to one part being back ordered even longer, the repair was delayed againWe show that by 5/18/** that part had still not arrived and were given an ETA of 5/23/** by the part manufacturerAccording to our depot, the unit was not fully functional and was deemed unrepairable as the part required to complete the repair was taking too long5/24/** the laptop was salvaged and the hard drive sent backA reimbursement check for the units cost was processed as a checkRegarding the $*** reimbursement, that was for our service guarantee and was half of the warranty amountWe have since provided the remaining half via a check as wellUnfortunately, Squaretrade is unable to provide additional funds beyond the purchase price of the deviceMoving forward, as the remaining warranty cost, as well as the device cost, have been processed, we would be unable to provide any additional assistance in connection with the warranty or claim
We understand the consumers concerns and can confirm we have a resolutions specialist in contact with the consumer to ensure a smooth claim processIf the consumer has any questions or concerns, we recommend he reach out to our specialist for assistance
We are sorry for any issue the consumer experienced with their device
According to our records, the payout option was never changed to check from an Egift cardNormally we are unable to process an exchange once the Giftcard has been issuedWe have made an exception to provide a
check to the consumer in this caseThe check has been processed on ***, and should take no longer than 7-business days
Complaint: ***I am rejecting this response because I still believe the error is on the end of the businessNo further communication is required, howeverSincerely,*** ***
We are sorry the consumer had issues with their device
We will try and get the consumer a replacement device with the same features and the original deviceIf the consumer does not feel the replacement is appropriate we will process a payoutIn this case the consumer returned the device they did
not want and we emailed them an approval email stating that once they send the defective unit back to us using the prepaid shipping label we would reimburse them the purchase price of the deviceThe email was sent on April We are waiting for the unit to be sent to us so we can process the reimbursement
We are sorry the consumer is having issues with their device
After reviewing the account, we will not be continuing any further action with this claim for multiple reasons; Most notably, the aforementioned start date of the issue stated by the consumer, "We have had the same problem with our TV since we purchased it from *** in June ***." Per our Terms and Conditions, "If your item is USED/REFURBISHED, this Protection Plan begins on the 31st day after your item purchase"As stated in our waiting period clause, "This is the amount of time from the Service Agreement Purchase Date during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Service Agreement."In conclusion the consumers Limit of Liability has also been met and our Terms and Conditions state, "In the event that We make payments for REPAIRS or replacements, which in the aggregate, are equal to the Coverage Amount, or provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, We will have no further obligations under this Service Agreement."
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 have still not received reimbursement and withhold final approval until I have the check.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 for any issues the consumer had with their device
When Squaretrade does not have phones in stock to send to consumers, the next recourse would be to offer a repair option or in this case, reimbursement for the failing device
Currently, we do not have the consumers phone in
stockSince the original carrier of the warrantied device has the phone available, we wouldn't be able to provide additional reimbursement for a device through an alternate service providerAs it stands, Squaretrade can only offer the original reimbursement option to the consumer
(The consumer indicated he/she DID NOT accept the response from the business.)The company still has not provided justification for cancelling my warranties and blocking my accountI did not engage in any questionable, illegal, or activities - they jumped the gun and assumed I did; when in fact, THEY screwed upAt this point, SquareTrade has the ability to reinstate my policies and issue payment on the phone I had to buy
We are sorry for any issues the consumer had with their device. It appears there were issues locating the consumers warranty in our system that required the customers proof of purchase The consumer was requested to submit the receipt of purchase several times which caused a delay in the
claim processAt this point the consumer's documentation has been received and processedWe have reached out to the consumer to finish up the claim process
We are sorry for any issues the consumer had with their device. When the intial claim was filed SquareTrade did not have the consumers specific device in stock In the event a consumers device is not in stock other comproable models are offered for replacement It appears the
consumer was not happy with the substitute models suggested. We have been able to source a replacement *** phone for the consumer
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and separately discussed my case with a Square Trade rep today on the phoneThe rep was able to do a one-time exception and placed a credit in my *** account to cover the cost of a replacementI find that this resolution is satisfactory to meSincerely, *** ***
(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, 2015/07/17) */
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
Final Consumer Response /* (2000, 6, 2015/10/13) */
An agreement was reached and restitution receivedFinally a customer service person that actually provided customer service; *** Zwas courteous and followed through with what was agreed uponPlease close the complaint
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their device
As part of our service to the consumer we do offer a replacement TV with the features that match the specifications of the TV being replacedWe then email the consumer with the model of
the TV we are offering and the features of the TVMany consumers find this to be a convenience as they will not have to "shop around" for a replacementOf course if the consumer does not find the TV replacement as a viable replacement we will proceed with a payout
Due to the poor experience the consumer had and the delay in the processing of the repair we are also processing the consumer a refund of the warranty price
We are sorry for any issues the consumer had with their device. Television warranties purchased form SquareTrade do not cover any, "accidental or intentional damage, cracked or damaged monitor, laptop or display screens, liquid damage, lost buttons or knobs etc." After reviewing pictures
of the consumers device we have determined the broken antenna port occured as a result of accidental damage from handling and not a manufacture defect.SquareTrade will not be able to provide coverage to the customers item due to physical damage to the unit We will be processing a check to reimburse the consumer's warranty cost
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 one the business pays the original damage claim before contract cancellation as promised in their response Sincerely, *** ***
We are sorry for any issues the consumer experienced with their device
According to our records, the consumer contacted us to file a claim on their laptop due to "Dropped it and broke the body, can't open the laptop"We received the laptop on 4/14/** and it was determined on 4/18/** that the
parts required to fix the unit needed to be ordered from the manufacturerThe majority of the parts came in but due to one part being back ordered even longer, the repair was delayed againWe show that by 5/18/** that part had still not arrived and were given an ETA of 5/23/** by the part manufacturerAccording to our depot, the unit was not fully functional and was deemed unrepairable as the part required to complete the repair was taking too long5/24/** the laptop was salvaged and the hard drive sent backA reimbursement check for the units cost was processed as a checkRegarding the $*** reimbursement, that was for our service guarantee and was half of the warranty amountWe have since provided the remaining half via a check as wellUnfortunately, Squaretrade is unable to provide additional funds beyond the purchase price of the deviceMoving forward, as the remaining warranty cost, as well as the device cost, have been processed, we would be unable to provide any additional assistance in connection with the warranty or claim
We understand the consumers concerns and can confirm we have a resolutions specialist in contact with the consumer to ensure a smooth claim processIf the consumer has any questions or concerns, we recommend he reach out to our specialist for assistance
We are sorry for any issue the consumer experienced with their device
According to our records, the payout option was never changed to check from an Egift cardNormally we are unable to process an exchange once the Giftcard has been issuedWe have made an exception to provide a
check to the consumer in this caseThe check has been processed on ***, and should take no longer than 7-business days
Complaint: ***I am rejecting this response because I still believe the error is on the end of the businessNo further communication is required, howeverSincerely,*** ***
We are sorry the consumer had issues with their device
We will try and get the consumer a replacement device with the same features and the original deviceIf the consumer does not feel the replacement is appropriate we will process a payoutIn this case the consumer returned the device they did
not want and we emailed them an approval email stating that once they send the defective unit back to us using the prepaid shipping label we would reimburse them the purchase price of the deviceThe email was sent on April We are waiting for the unit to be sent to us so we can process the reimbursement
I have not gotten anything from the company and it has been over days from the day they stated they would send a $check
We are sorry the consumer is having issues with their device
After reviewing the account, we will not be continuing any further action with this claim for multiple reasons; Most notably, the aforementioned start date of the issue stated by the consumer, "We have had the same problem with our TV since we purchased it from *** in June ***." Per our Terms and Conditions, "If your item is USED/REFURBISHED, this Protection Plan begins on the 31st day after your item purchase"As stated in our waiting period clause, "This is the amount of time from the Service Agreement Purchase Date during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Service Agreement."In conclusion the consumers Limit of Liability has also been met and our Terms and Conditions state, "In the event that We make payments for REPAIRS or replacements, which in the aggregate, are equal to the Coverage Amount, or provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, We will have no further obligations under this Service Agreement."
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 have still not received reimbursement and withhold final approval until I have the check.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 for any issues the consumer had with their device
When Squaretrade does not have phones in stock to send to consumers, the next recourse would be to offer a repair option or in this case, reimbursement for the failing device
Currently, we do not have the consumers phone in
stockSince the original carrier of the warrantied device has the phone available, we wouldn't be able to provide additional reimbursement for a device through an alternate service providerAs it stands, Squaretrade can only offer the original reimbursement option to the consumer
(The consumer indicated he/she DID NOT accept the response from the business.)The company still has not provided justification for cancelling my warranties and blocking my accountI did not engage in any questionable, illegal, or activities - they jumped the gun and assumed I did; when in fact, THEY screwed upAt this point, SquareTrade has the ability to reinstate my policies and issue payment on the phone I had to buy
We are sorry for any issues the consumer had with their device. It appears there were issues locating the consumers warranty in our system that required the customers proof of purchase The consumer was requested to submit the receipt of purchase several times which caused a delay in the
claim processAt this point the consumer's documentation has been received and processedWe have reached out to the consumer to finish up the claim process
We are sorry for any issues the consumer had with their device. When the intial claim was filed SquareTrade did not have the consumers specific device in stock In the event a consumers device is not in stock other comproable models are offered for replacement It appears the
consumer was not happy with the substitute models suggested. We have been able to source a replacement *** phone for the consumer
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and separately discussed my case with a Square Trade rep today on the phoneThe rep was able to do a one-time exception and placed a credit in my *** account to cover the cost of a replacementI find that this resolution is satisfactory to meSincerely, *** ***