We are sorry for any issues the consumer had with their device.According to section of the customers warranty contract titled Limit of Liability states: 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 Amount of Your ProductIn 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 Protection Plan.SquareTrade has completed two previous repairs to the consumer's device which have used their limit of liability At this time SquareTrade will not be able to provide coverage to the consumer's 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
(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
Squaretrade consumers are able to purchase warranty coverage up to the purchase price of their deviceAs previously discussed, our service contract provides a very clear explanation concerning purchase responsibility, "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location." According to our records, this warranty was purchased for $*** and unfortunately there is no way to adjust this amountCurrently, Squaretrade will be able to honor the existing warranty at the $*** cap
We are sorry for any issues the consumer had with their device. The consumers original device was no longer available through their carrier for replacement After the consumers device was deemed irreparable by a local repair facility their claim was moved to reimbursement Due to
the consumers device no longer being available an email was sent on *** stating the customer would receive $*** for the price of an upgrade *** ** *** A second system generated email went out stating a price of $*** which was actually the consumers warranty cap not item price. Currently, we are not able to reimburse the consumer anything further as the replacement cost of an *** ** *** is $*** Also, the proof of purchase information sent over by the re-seller indicates a purchase price of $***
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 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 a** confusion experienced during the claim process
Currently, the consumer's check is en route and would recommend referring to our resolution specialist who she has been working with for all updatesWe understand your frustration and appreciate your patience
We apologize for any misunderstanding regarding the consumer's warranties.
We have resent the consumer's warranty contracts detailing the coverage dates and typeHopefully this proves to be the result the consumer was looking for and we appreciate her patience while we completed
it
We are sorry for any issues the consumer had with their device.Looking into the consumers account, we were able to confirm they received their device on ***
We are sorry for any confusion experienced during the claim process.Wehn Squaretrade sets up a claim for a local repair, an email is sent to the consumer explaining the process with instructionWe request our consumers to submit the repair invoice by replying to the original emailIt seems that we
have not received the copy of repair invoice as of yet in order to reimburse the consumerOnce we have the invoice, a check will be processed within 24-hours
(The consumer indicated he/she DID NOT accept the response from the business.)I filed a valid claim for a damaged phone and the company denied the claim due to the cost.On 12/28/*** I initiated an insurance claim for a damaged phoneIn 12/29/*** I received an email indicating the IMEI I listed for my phone was incorrect so I resent the IMEII received another email indicating the IMEI was still incorrectI responded to that email with the IMEI directly from the phoneI called to follon the IMEIOnce the IMEI issue was resolved, I received an email indicating the phone was reported as lost/stolen so athe claim would not be processed until I could prove the phone had not been lost/stolenI called my carrier, *** and conferenced in a SquareTrade representativeThe *** representaive assured the SquareTrade rep that the phone was not lost or stolen and was indeed in my possession legallyThe SquareTrade rep said she would process the claim.I then received an email advising I should get my phone repairedI called SquareTrade and advised that I was not going to pay $*** to get my phone repaired only for them to say they would not reimburse meI told the rep I could buy a brnd new phone for less than $*** and as my phone was required for my job, if they could not get me a replacement immediately, I would purchase a phoneHe, Clinton said if I purchased a phone I would be reimbursedI purchased two (2) new phones, insuring them both with SquareTrade while I waited for the claim to be finalizedAfter purchasing a phone and sending the reciept for proof of purchase for reimbursement, I began getting emails indicating my phone would not be coveredAfter several heated phone calls with various representatives, I was told the phone would be reimbursedThen I received a request to submit information stating the cost of the repairI sent SquareTrade an email from the chat with a representativeInstead of Squaretrade honoring my claim, they cancelled all of my policies and stated they would refund my money and block my accounts so that I could not insure any devices with them in the future.I have called and asked for managers to no availAt this point, I have paid $*** for a phone that should have been reimbursed but it hasn'tI have every phone call with SquareTrade recorded and can provide them on requestThe business asserts "significant irregularities," but has not provided any documentation or clarification on what, specificly was irregularI have reached out to the company they contacted about my quote and the company has apologized and maintained that when they were contacted, they were not asked specificly about the damage to my device; but were instead asked generally how much such a repair might costThe company, ***, has asked me to contact them to correct the issue; but the damage has already been done as SquareTrade is using this single misunderstanding to not only deny my legal claim, but to cancel all of my warrantiesAs reimbursing me for the device will be ~$***, they have saved ~$*** by claiming "significant irregularities" and refunding me ~$***In the meantime I am out $***, the cost for a rightfully insured device that is damaged.Squaretrade has tried several times to discredit me by claiming the IMEI (device serial number) was incorrect then asserting the device was previously reported as lost/stolen - each time I got my carrier, *** on the phone to refute their claims; now they are claiming "significant irregularities," with no justificationI have the device and am MORE than willing to send it to them.I have an email from the company indicating the Assurance team did NOT ask them about my device specifically, but about a device in generalI have not falsified, modified, nor misrepresented anything EVER regarding my claim or my deviceSquareTrade has tried on several occasions to thwart paying my claim by suggesting the device was reported lost/stolen, that I'd provided an incorrect/modified serial number for the device, and that I hadn't properly insured the device with them - ALL lies that my carrier, *** refuted with themI don't care that I cannot get another warranty with them; but I DO care that they are refusing to honor a justified claim and have instead decided to refund my money instead of reimbursing me the cost of the replacement deviceThere have been no irregularities or misrepresentations of ANY kind from me or on my behalfAll I want is reimbursement for what I have spent on a replacement device.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.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.The reason given for refusing to honor a legal waaranty and claim, cancelling my warranties, and blocking my acocunt is not justifiable, quantifiable, or legalI want reimbursement under my warrantyI have spoken at length with *** and they have tried on several occasions to correct this misunderstanding with SquareTrade to no avail; the customer service is based out of India and they continue to get representatives that are not helpful or they are left on hold for extended periods of time
Complaint: ***I am rejecting this response because: They lied, there was nothing overnighted, and the work was checked by *** and they said nothing was changed out, no logic boardI plan on cancelling all my warranties with squaretrade and I will go with a company that doesn't lie about the work they do.Sincerely,*** ***
Complaint: ***I am rejecting this response because: I was not advised that my call was recorded so that statement is not trueThe claim that a check is again being sent will be the fourth or fifth time that I have been told thatI will hope to get this check and will update my response when and if it is received, but the continual apologies and run around is absurd Indeed on *** the Business Claimed it was Sending the reimbursement check (which it had claimed at least three times previously) and that had not been received How can they claim that the failure to send that one was just a delay during the claims process?
I can see messing up the process once But four times, including after a Revdex.com complaint? Something is VERY wrong with this company, but hopefully they will finally get me reimbursement of a claim submitted MANY months ago and with a huge amount of time required on my end to get this claim paid
Sincerely,*** ***
Initial Business Response /* (4000, 8, 2015/12/06) */
We apologize the consumer experienced issues with their deviceOur records indicate the consumer's claim is currently being processed for payout
Initial Consumer Rebuttal /* (2000, 10, 2015/12/08) */
(The consumer indicated he/she ACCEPTED
the response from the business.)
I accept the proposed resolution because I do not want refurbished merchandiseThey sent me a refurbished iPad and it didn't work.Their company do not inform you that they are giving refurbished merchandiseThe customer servie is horrible and they don't know what they are doingAlso you don't understand what they are saying
Complaint: ***I am rejecting this response because:I was givin a referbished iPad and this business has no respect for the consumer Sincerely,Ralphy***
We apologize to the consumer for the confusion.A claim is open for days before it is closed due to inactivityWe have reached out to the specialist for retraining so this does not happen againWe are going to honor what the specialist said as a one time exceptionWe have reached out to the
consumer with the reimbursement process
We are sorry for any issues the consumer had with their device.After reviewing the consumer's account it shows in our system that their matter has been resolved
Complaint: ***I am rejecting this response because: SquareTrade provided me with a faulty phone, which didn't begin to give problems until after the daysThe phones are supposed to be refurbished, but I was given a phone that already had previous users from different states, which leads me to believe further that the phone was defective since it had been used and returned by different customersAfter the second return, the phone should have been discarded, instead of passed on to yet another customerI believe this is how the business makes it money when insuring cell phone I am pleased with the business' response, or the way they chose to handle this situationThey just take consumers money, and pass off defective devices knowing the phone is faulty to begin withCell phones are built to last at least years, not months?
Sincerely,*** ***
We are sorry for any issues the consumer had with their device.According to section of the customers warranty contract titled Limit of Liability states: 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 Amount of Your ProductIn 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 Protection Plan.SquareTrade has completed two previous repairs to the consumer's device which have used their limit of liability At this time SquareTrade will not be able to provide coverage to the consumer's 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
(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
Squaretrade consumers are able to purchase warranty coverage up to the purchase price of their deviceAs previously discussed, our service contract provides a very clear explanation concerning purchase responsibility, "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location." According to our records, this warranty was purchased for $*** and unfortunately there is no way to adjust this amountCurrently, Squaretrade will be able to honor the existing warranty at the $*** cap
We are sorry for any issues the consumer had with their device. The consumers original device was no longer available through their carrier for replacement After the consumers device was deemed irreparable by a local repair facility their claim was moved to reimbursement Due to
the consumers device no longer being available an email was sent on *** stating the customer would receive $*** for the price of an upgrade *** ** *** A second system generated email went out stating a price of $*** which was actually the consumers warranty cap not item price. Currently, we are not able to reimburse the consumer anything further as the replacement cost of an *** ** *** is $*** Also, the proof of purchase information sent over by the re-seller indicates a purchase price of $***
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 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 a** confusion experienced during the claim process
Currently, the consumer's check is en route and would recommend referring to our resolution specialist who she has been working with for all updatesWe understand your frustration and appreciate your patience
We apologize for any misunderstanding regarding the consumer's warranties.
We have resent the consumer's warranty contracts detailing the coverage dates and typeHopefully this proves to be the result the consumer was looking for and we appreciate her patience while we completed
it
We are sorry for any issues the consumer had with their device.Looking into the consumers account, we were able to confirm they received their device on ***
We are sorry for any confusion experienced during the claim process.Wehn Squaretrade sets up a claim for a local repair, an email is sent to the consumer explaining the process with instructionWe request our consumers to submit the repair invoice by replying to the original emailIt seems that we
have not received the copy of repair invoice as of yet in order to reimburse the consumerOnce we have the invoice, a check will be processed within 24-hours
(The consumer indicated he/she DID NOT accept the response from the business.)I filed a valid claim for a damaged phone and the company denied the claim due to the cost.On 12/28/*** I initiated an insurance claim for a damaged phoneIn 12/29/*** I received an email indicating the IMEI I listed for my phone was incorrect so I resent the IMEII received another email indicating the IMEI was still incorrectI responded to that email with the IMEI directly from the phoneI called to follon the IMEIOnce the IMEI issue was resolved, I received an email indicating the phone was reported as lost/stolen so athe claim would not be processed until I could prove the phone had not been lost/stolenI called my carrier, *** and conferenced in a SquareTrade representativeThe *** representaive assured the SquareTrade rep that the phone was not lost or stolen and was indeed in my possession legallyThe SquareTrade rep said she would process the claim.I then received an email advising I should get my phone repairedI called SquareTrade and advised that I was not going to pay $*** to get my phone repaired only for them to say they would not reimburse meI told the rep I could buy a brnd new phone for less than $*** and as my phone was required for my job, if they could not get me a replacement immediately, I would purchase a phoneHe, Clinton said if I purchased a phone I would be reimbursedI purchased two (2) new phones, insuring them both with SquareTrade while I waited for the claim to be finalizedAfter purchasing a phone and sending the reciept for proof of purchase for reimbursement, I began getting emails indicating my phone would not be coveredAfter several heated phone calls with various representatives, I was told the phone would be reimbursedThen I received a request to submit information stating the cost of the repairI sent SquareTrade an email from the chat with a representativeInstead of Squaretrade honoring my claim, they cancelled all of my policies and stated they would refund my money and block my accounts so that I could not insure any devices with them in the future.I have called and asked for managers to no availAt this point, I have paid $*** for a phone that should have been reimbursed but it hasn'tI have every phone call with SquareTrade recorded and can provide them on requestThe business asserts "significant irregularities," but has not provided any documentation or clarification on what, specificly was irregularI have reached out to the company they contacted about my quote and the company has apologized and maintained that when they were contacted, they were not asked specificly about the damage to my device; but were instead asked generally how much such a repair might costThe company, ***, has asked me to contact them to correct the issue; but the damage has already been done as SquareTrade is using this single misunderstanding to not only deny my legal claim, but to cancel all of my warrantiesAs reimbursing me for the device will be ~$***, they have saved ~$*** by claiming "significant irregularities" and refunding me ~$***In the meantime I am out $***, the cost for a rightfully insured device that is damaged.Squaretrade has tried several times to discredit me by claiming the IMEI (device serial number) was incorrect then asserting the device was previously reported as lost/stolen - each time I got my carrier, *** on the phone to refute their claims; now they are claiming "significant irregularities," with no justificationI have the device and am MORE than willing to send it to them.I have an email from the company indicating the Assurance team did NOT ask them about my device specifically, but about a device in generalI have not falsified, modified, nor misrepresented anything EVER regarding my claim or my deviceSquareTrade has tried on several occasions to thwart paying my claim by suggesting the device was reported lost/stolen, that I'd provided an incorrect/modified serial number for the device, and that I hadn't properly insured the device with them - ALL lies that my carrier, *** refuted with themI don't care that I cannot get another warranty with them; but I DO care that they are refusing to honor a justified claim and have instead decided to refund my money instead of reimbursing me the cost of the replacement deviceThere have been no irregularities or misrepresentations of ANY kind from me or on my behalfAll I want is reimbursement for what I have spent on a replacement device.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.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.The reason given for refusing to honor a legal waaranty and claim, cancelling my warranties, and blocking my acocunt is not justifiable, quantifiable, or legalI want reimbursement under my warrantyI have spoken at length with *** and they have tried on several occasions to correct this misunderstanding with SquareTrade to no avail; the customer service is based out of India and they continue to get representatives that are not helpful or they are left on hold for extended periods of time
Complaint: ***I am rejecting this response because: They lied, there was nothing overnighted, and the work was checked by *** and they said nothing was changed out, no logic boardI plan on cancelling all my warranties with squaretrade and I will go with a company that doesn't lie about the work they do.Sincerely,*** ***
Complaint: ***I am rejecting this response because: I was not advised that my call was recorded so that statement is not trueThe claim that a check is again being sent will be the fourth or fifth time that I have been told thatI will hope to get this check and will update my response when and if it is received, but the continual apologies and run around is absurd Indeed on *** the Business Claimed it was Sending the reimbursement check (which it had claimed at least three times previously) and that had not been received How can they claim that the failure to send that one was just a delay during the claims process?
I can see messing up the process once But four times, including after a Revdex.com complaint? Something is VERY wrong with this company, but hopefully they will finally get me reimbursement of a claim submitted MANY months ago and with a huge amount of time required on my end to get this claim paid
Sincerely,*** ***
Initial Business Response /* (4000, 8, 2015/12/06) */
We apologize the consumer experienced issues with their deviceOur records indicate the consumer's claim is currently being processed for payout
Initial Consumer Rebuttal /* (2000, 10, 2015/12/08) */
(The consumer indicated he/she ACCEPTED
the response from the business.)
I accept the proposed resolution because I do not want refurbished merchandiseThey sent me a refurbished iPad and it didn't work.Their company do not inform you that they are giving refurbished merchandiseThe customer servie is horrible and they don't know what they are doingAlso you don't understand what they are saying
Complaint: ***I am rejecting this response because:I was givin a referbished iPad and this business has no respect for the consumer Sincerely,Ralphy***
We apologize to the consumer for the confusion.A claim is open for days before it is closed due to inactivityWe have reached out to the specialist for retraining so this does not happen againWe are going to honor what the specialist said as a one time exceptionWe have reached out to the
consumer with the reimbursement process
We are sorry for any issues the consumer had with their device.After reviewing the consumer's account it shows in our system that their matter has been resolved
Complaint: ***I am rejecting this response because: SquareTrade provided me with a faulty phone, which didn't begin to give problems until after the daysThe phones are supposed to be refurbished, but I was given a phone that already had previous users from different states, which leads me to believe further that the phone was defective since it had been used and returned by different customersAfter the second return, the phone should have been discarded, instead of passed on to yet another customerI believe this is how the business makes it money when insuring cell phone I am pleased with the business' response, or the way they chose to handle this situationThey just take consumers money, and pass off defective devices knowing the phone is faulty to begin withCell phones are built to last at least years, not months?
Sincerely,*** ***