Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate them making the situation right and look forward to putting this matter behind me.Sincerely,
Derek ***
Squaretrade apologizes for the difficulty the consumer experienced during this claim.As far as we understand the consumer's item was repaired over an extended amount of time and it was also returned with an incorrect operating systemWe understand this caused inconvenience and we have decided to
honor the consumer's request for additional funds. The consumer will be receiving a total of two checks in order to accommodate the situationA check for the warranty refund was processed and mailed out on July 12th in the amount of $***A second check will be processed and mailed out within the next hours in the amount of $***.We appreciate the consumer's patience while we investigated and resolved the situation
According to our records, the delays experienced are due to the parts required for the repair needed to be ordered from the manufacturerThe fulfillment time from the manufacturer was about weeks, due to this increased repair time, we did refund the consumer's warranty cost The consumer
stated we had not provided any claim updates, we show that status update emails were sent on ***, ***, ***, ***, ***, ***, ***, ***, and ***Our team has attempted to reach out to the consumer multiple times but it seems that when Squaretrade calls the phone number provided, it is always unreachableMoving forward, we have processed a reimbursement of the consumer's device and have processed a check as of ***
We are sorry the consumer had issues with their device
The terms and conditions of the warranty state the cosmetic issues are not covered, however in this case the consumer is saying that the cosmetic issues did not exist prior to the unit being sent in for repair
We are working with the
consumer to try and work out a solution that is agreeable to all of us
We are sorry for any issues the consumer had with their device. When the consumer filed their initial claim online it was denied due to the item not having accidental damage from handling protection The consumer selected the problem code broken casing/housing which would indicate there
was physical damage to the unit We have sent an email requesting pictures of the consumers unit to determine if there is physical damage to the unit. Currently, we are awaiting pictures from the consumer to determine if their device is eligible for coverage
We are sorry the consumer had issues with their device. When a device is repaired, SquareTrade allows a day rework period for any failed repairs During this time the consumer is not charged another deductible if a follow up repair is needed.We have filed a claim for the consumer to be
reimbursed the item price The consumer can use this reimbursement to purchase a new device
We are sorry that the consumer had issues with their claim.We were planning on replacing the consumer's device, but unfortunately our inventory team was unable to do soAlso because the consumer purchased a new device we have gone on ahead and reimbursed for the market value price of the device and
should be receiving the reimbursement within the next to business daysThis will also complete the warranty
We are sorry for any confusion experienced during the claim process.SquareTrade requires proof of purchase for the warrantied items before a claim can be completedThe consumer submitted the necessary information and the claim was approved for repairAt this time the consumer item has been
repaired and sent back to them as of ***
We are sorry for any issues that consumer had with their device According to the consumers warranty contract we do not cover: "Accessories and Buyer-Replaceable Parts: We don't cover accessories or parts that are meant to be replaced by the buyer, like earpieces and ink cartridges." Due to the stylus pen being a consumer replaceable item, we would not be able to reimburse the item costThe concern's of the consumer involving product design should be directed to the items manufacture
We are sorry for any delays experienced during the claim process.Squaretrade wants to ensure that upon calling our customer service line, all consumers are advised that our calls are recorded for quality assuranceMoreover, if the consumer has still not received the reimbursement check, we will be sending a replacement check as of ***
We are sorry for any issue the consumer experienced with their device
SquareTrade requires repairs to be attempted before we are able to offer a replacement or reimbursement for an itemThe consumer has agreed on *** to proceed with a repairMoving forward the concern has been
addressed and we apologize for any confusion
Complaint* ***I am rejecting this response because:
As I stated in my complaint, I have already called like 5+ timesI have been on hold trying to get through to someone at SquareTrade for literally HOURSThe one time I managed to get through to a person I could barely hear him, and all he did was transfer me to another department where I was put on hold for another half hour until I just gave up waiting so excuse me if I don't want to spend another X hours of my life trying to get through to a live CSR.If you actually read SquareTrade's T&Cs, it states "WHAT TO DO IF A COVERED PRODUCT REQUIRES SERVICE: File a claim online at www.squaretrade.com or call Us toll-free at 1-WARRANTY (1-877-927-7268) and explain the problemWe will attempt to troubleshoot the problem You are experiencingIf We cannot resolve the problem, You will be directed to an authorized service center." I have filed a claim online, and I have called you guys to explain the problemI have more than fulfilled all of my obligations per the T&Cs: SquareTrade has not fulfilled any of theirsI have described the symptoms I have been experiencing with my dryer four times now (once in the initial claim, twice in my emails to CSR Hien Ly, and once in this Revdex.com complaint)Not once in any of the communications that I have received from SquareTrade has anyone made an attempt to troubleshoot the problemNo, it is just this endless cycle of "oh, you can contact us..." Again, I want SquareTrade to send an authorized repair technician to fix my dryer, and I want a check for the cost of my warranty sent to me for the lackluster service I have experienced as per SquareTrade's business day guarantee
We are sorry the consumer had issues with their device. As the consumer did follow our procedures in processing this claim we are going to resolve it by paying out them out. We have sent the consumer an email to inform them when to expect their reimbursement
We apologize for any difficulty experienced with this claim
As of 12/20/Squaretrade has completed the item repair and has emailed the consumer the details of the claim completionWe have confirmed that extensive work was done to the device and that it passed a full hardware diagnostic
before being returnedWe understand that the consumer would prefer a reimbursement but this resolution is not available upon request, and is reserved for situations where an item proves irreparable and replacement units are unavailable.
Due to the consumer having mailed us their item multiple times we have issued a full refund of the policy
Initial Business Response /* (1000, 5, 2016/01/12) */
We apologize for the issue the consumer experiencedOur records indicate the consumer's funds for $were only captured onceWe are requesting the consumer respond by providing documentation indicating two charges were made from
SquareTradeOnce we have documentation accounting can review and ensure funds are returned
We apologize for the issue the consumer experienced with their deviceThe claim was approved for Local Repair but the consumer purchased a brand new phonewe'd be willing to make an exception to reimbursement for the phone but the consumer disposed of the phonePer the terms & conditions it
clearly states under our Reimbursement sections: "Reimbursements: Sometimes it's faster to reimburse you the cost of your itemIf we reimburse: For most cases, you'll have a choice of payout optionsIf your item is shippable, we'll provide you with a pre-paid shipping labelOnce we receive your item, we'll pay your claim within 3-business days."
We are sorry for any issues the consumer experienced with their device
SquareTrade defines any part or accessory of a device that can be replaced by the consumer as a "Consumer replaceable" partOur term and conditions state that "Consumer replaceable or consumable items", are not covered under
the protection planMoving forward, we will be unable to provide coverage for this issue but would recommend the consumer contact the manufacturer to inquire about purchasing the defective part
Complaint: ***I am rejecting this response because
I have not recieved my full refundI have received a check for $*** I have not received my $*** refund for the canceled plan.Sincerely,*** ***
We are sorry for any issues the consumer had with their device
The consumer tried filing a claim through our website and provided information indicating physical damage to their deviceThe warranty on the headphones does not cover physical damage, only electrical or mechanical failuresThe
consumer contacted us to clear up the misunderstanding regarding the extent of the devices failureWe have since processed and approved a claim for 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 meI appreciate them making the situation right and look forward to putting this matter behind me.Sincerely,
Derek ***
Squaretrade apologizes for the difficulty the consumer experienced during this claim.As far as we understand the consumer's item was repaired over an extended amount of time and it was also returned with an incorrect operating systemWe understand this caused inconvenience and we have decided to
honor the consumer's request for additional funds. The consumer will be receiving a total of two checks in order to accommodate the situationA check for the warranty refund was processed and mailed out on July 12th in the amount of $***A second check will be processed and mailed out within the next hours in the amount of $***.We appreciate the consumer's patience while we investigated and resolved the situation
According to our records, the delays experienced are due to the parts required for the repair needed to be ordered from the manufacturerThe fulfillment time from the manufacturer was about weeks, due to this increased repair time, we did refund the consumer's warranty cost The consumer
stated we had not provided any claim updates, we show that status update emails were sent on ***, ***, ***, ***, ***, ***, ***, ***, and ***Our team has attempted to reach out to the consumer multiple times but it seems that when Squaretrade calls the phone number provided, it is always unreachableMoving forward, we have processed a reimbursement of the consumer's device and have processed a check as of ***
We are sorry the consumer had issues with their device
The terms and conditions of the warranty state the cosmetic issues are not covered, however in this case the consumer is saying that the cosmetic issues did not exist prior to the unit being sent in for repair
We are working with the
consumer to try and work out a solution that is agreeable to all of us
We are sorry for any issues the consumer had with their device. When the consumer filed their initial claim online it was denied due to the item not having accidental damage from handling protection The consumer selected the problem code broken casing/housing which would indicate there
was physical damage to the unit We have sent an email requesting pictures of the consumers unit to determine if there is physical damage to the unit. Currently, we are awaiting pictures from the consumer to determine if their device is eligible for coverage
We are sorry the consumer had issues with their device. When a device is repaired, SquareTrade allows a day rework period for any failed repairs During this time the consumer is not charged another deductible if a follow up repair is needed.We have filed a claim for the consumer to be
reimbursed the item price The consumer can use this reimbursement to purchase a new device
We are sorry that the consumer had issues with their claim.We were planning on replacing the consumer's device, but unfortunately our inventory team was unable to do soAlso because the consumer purchased a new device we have gone on ahead and reimbursed for the market value price of the device and
should be receiving the reimbursement within the next to business daysThis will also complete the warranty
We are sorry for any confusion experienced during the claim process.SquareTrade requires proof of purchase for the warrantied items before a claim can be completedThe consumer submitted the necessary information and the claim was approved for repairAt this time the consumer item has been
repaired and sent back to them as of ***
We are sorry for any issues that consumer had with their device According to the consumers warranty contract we do not cover: "Accessories and Buyer-Replaceable Parts: We don't cover accessories or parts that are meant to be replaced by the buyer, like earpieces and ink cartridges." Due to the stylus pen being a consumer replaceable item, we would not be able to reimburse the item costThe concern's of the consumer involving product design should be directed to the items manufacture
We are sorry for any delays experienced during the claim process.Squaretrade wants to ensure that upon calling our customer service line, all consumers are advised that our calls are recorded for quality assuranceMoreover, if the consumer has still not received the reimbursement check, we will be sending a replacement check as of ***
We are sorry for any issue the consumer experienced with their device
SquareTrade requires repairs to be attempted before we are able to offer a replacement or reimbursement for an itemThe consumer has agreed on *** to proceed with a repairMoving forward the concern has been
addressed and we apologize for any confusion
Complaint* ***I am rejecting this response because:
As I stated in my complaint, I have already called like 5+ timesI have been on hold trying to get through to someone at SquareTrade for literally HOURSThe one time I managed to get through to a person I could barely hear him, and all he did was transfer me to another department where I was put on hold for another half hour until I just gave up waiting so excuse me if I don't want to spend another X hours of my life trying to get through to a live CSR.If you actually read SquareTrade's T&Cs, it states "WHAT TO DO IF A COVERED PRODUCT REQUIRES SERVICE: File a claim online at www.squaretrade.com or call Us toll-free at 1-WARRANTY (1-877-927-7268) and explain the problemWe will attempt to troubleshoot the problem You are experiencingIf We cannot resolve the problem, You will be directed to an authorized service center." I have filed a claim online, and I have called you guys to explain the problemI have more than fulfilled all of my obligations per the T&Cs: SquareTrade has not fulfilled any of theirsI have described the symptoms I have been experiencing with my dryer four times now (once in the initial claim, twice in my emails to CSR Hien Ly, and once in this Revdex.com complaint)Not once in any of the communications that I have received from SquareTrade has anyone made an attempt to troubleshoot the problemNo, it is just this endless cycle of "oh, you can contact us..." Again, I want SquareTrade to send an authorized repair technician to fix my dryer, and I want a check for the cost of my warranty sent to me for the lackluster service I have experienced as per SquareTrade's business day guarantee
We are sorry the consumer had issues with their device. As the consumer did follow our procedures in processing this claim we are going to resolve it by paying out them out. We have sent the consumer an email to inform them when to expect their reimbursement
We apologize for any difficulty experienced with this claim
As of 12/20/Squaretrade has completed the item repair and has emailed the consumer the details of the claim completionWe have confirmed that extensive work was done to the device and that it passed a full hardware diagnostic
before being returnedWe understand that the consumer would prefer a reimbursement but this resolution is not available upon request, and is reserved for situations where an item proves irreparable and replacement units are unavailable.
Due to the consumer having mailed us their item multiple times we have issued a full refund of the policy
Initial Business Response /* (1000, 5, 2016/01/12) */
We apologize for the issue the consumer experiencedOur records indicate the consumer's funds for $were only captured onceWe are requesting the consumer respond by providing documentation indicating two charges were made from
SquareTradeOnce we have documentation accounting can review and ensure funds are returned
We apologize for the issue the consumer experienced with their deviceThe claim was approved for Local Repair but the consumer purchased a brand new phonewe'd be willing to make an exception to reimbursement for the phone but the consumer disposed of the phonePer the terms & conditions it
clearly states under our Reimbursement sections: "Reimbursements: Sometimes it's faster to reimburse you the cost of your itemIf we reimburse: For most cases, you'll have a choice of payout optionsIf your item is shippable, we'll provide you with a pre-paid shipping labelOnce we receive your item, we'll pay your claim within 3-business days."
We are sorry for any issues the consumer experienced with their device
SquareTrade defines any part or accessory of a device that can be replaced by the consumer as a "Consumer replaceable" partOur term and conditions state that "Consumer replaceable or consumable items", are not covered under
the protection planMoving forward, we will be unable to provide coverage for this issue but would recommend the consumer contact the manufacturer to inquire about purchasing the defective part
Complaint: ***I am rejecting this response because
I have not recieved my full refundI have received a check for $*** I have not received my $*** refund for the canceled plan.Sincerely,*** ***
Complaint: ***I am rejecting this response because:Sincerely,*** ***
We are sorry for any issues the consumer had with their device
The consumer tried filing a claim through our website and provided information indicating physical damage to their deviceThe warranty on the headphones does not cover physical damage, only electrical or mechanical failuresThe
consumer contacted us to clear up the misunderstanding regarding the extent of the devices failureWe have since processed and approved a claim for the consumer