As the consumer described in his response, we have reached out to him and provided an alternative resolutionWe appreciate the consumer's patience while we investigated the matter, and at this time we are mid process in terms of his most recent resolution
We are sorry for any issues the consumer experienced with their device
We apologize if the consumer was unaware of the "Limit of Liability", Squaretrade attempt to be as transparent as possible by providing the Terms & Conditions via email and on our websiteThe Terms & Conditions state, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.", regarding Limit of LiabilitySince the consumer's claims exceeded the purchase price of the device, the warranty has been completedSquareTrade provided a 30-day repair guarantee period that was not utilized and unfortunately, we would be unable to provide any further assistance
Complaint: ***I am rejecting this response because I still believe the error is on the end of the businessNo further communication is required, howeverSincerely,*** ***
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
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
We are sorry the consumer had issues with their device
Our procedure is to have verification from the repair shop of what works needs to be doneThis is the work order that we were requesting
Since the consumer was not told he needed to have the work order and the shop was not able to
provide it we made an exception and reimbursed the consumer.
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 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 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, *** ***
Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had issues with their device
We ordered the replacement TV on August The delivery of the TV was delayed because the TV was back ordered and we were not aware of this until August
The replacement TV was
delivered on August
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
I have received the replacement tv on friday 08-15-Thanks
K***
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
We are sorry the consumer had issues with their device.At this time, the consumer has been reimbursed for the purchase price of the devicePer the terms and conditions, "Coverage Amount: Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower"The purchase price was verified based on the receipt that the consumer produced
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
We are sorry for any issues the consumer had with their device.A SquareTrade warranty must be purchased within days of the devices purchase date For mobile devices, SquareTrade offers a family plan that allows consumers to purchase SquareTrade warranties on devices outside of the day
In order to qualify for the family plan, one phone on the consumers carrier contract is required to have insurance for a full days prior to their SquareTrade warranty purchase. The consumers devices were purchased in February of *** while the warranties were purchased in October of *** long outside of the day period The documentation submitted by the consumer does not reflect carrier insurance leading up to the purchase At this point the consumer would need to submit documentation that shows carrier insurance for the month of October ***
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
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, *** ***
Complaint: ***I am rejecting this response because:I have not received any communication from square trade about sending in my computerif I don't hear from a representative this week about this case my next step is to seek legal remedy through small claims court. Sincerely,*** ***
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
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, *** ***
As the consumer described in his response, we have reached out to him and provided an alternative resolutionWe appreciate the consumer's patience while we investigated the matter, and at this time we are mid process in terms of his most recent resolution
We are sorry for any issues the consumer experienced with their device
We apologize if the consumer was unaware of the "Limit of Liability", Squaretrade attempt to be as transparent as possible by providing the Terms & Conditions via email and on our websiteThe Terms & Conditions state, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan.", regarding Limit of LiabilitySince the consumer's claims exceeded the purchase price of the device, the warranty has been completedSquareTrade provided a 30-day repair guarantee period that was not utilized and unfortunately, we would be unable to provide any further assistance
Complaint: ***I am rejecting this response because I still believe the error is on the end of the businessNo further communication is required, howeverSincerely,*** ***
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
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
We are sorry the consumer had issues with their device
Our procedure is to have verification from the repair shop of what works needs to be doneThis is the work order that we were requesting
Since the consumer was not told he needed to have the work order and the shop was not able to
provide it we made an exception and reimbursed the consumer.
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 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 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, *** ***
Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had issues with their device
We ordered the replacement TV on August The delivery of the TV was delayed because the TV was back ordered and we were not aware of this until August
The replacement TV was
delivered on August
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
I have received the replacement tv on friday 08-15-Thanks
K***
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
We are sorry the consumer had issues with their device.At this time, the consumer has been reimbursed for the purchase price of the devicePer the terms and conditions, "Coverage Amount: Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower"The purchase price was verified based on the receipt that the consumer produced
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
We are sorry for any issues the consumer had with their device.A SquareTrade warranty must be purchased within days of the devices purchase date For mobile devices, SquareTrade offers a family plan that allows consumers to purchase SquareTrade warranties on devices outside of the day
In order to qualify for the family plan, one phone on the consumers carrier contract is required to have insurance for a full days prior to their SquareTrade warranty purchase. The consumers devices were purchased in February of *** while the warranties were purchased in October of *** long outside of the day period The documentation submitted by the consumer does not reflect carrier insurance leading up to the purchase At this point the consumer would need to submit documentation that shows carrier insurance for the month of October ***
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
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, *** ***
Complaint: ***I am rejecting this response because:I have not received any communication from square trade about sending in my computerif I don't hear from a representative this week about this case my next step is to seek legal remedy through small claims court. Sincerely,*** ***
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
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, *** ***
I have not gotten anything from the company and it has been over days from the day they stated they would send a $check