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
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.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
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. 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
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
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 ***
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 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 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:I was givin a referbished iPad and this business has no respect for the consumer Sincerely,Ralphy***
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 ***
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,*** ***
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
Sincerely,
*** ***
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."
Initial Business Response /* (1000, 5, 2016/02/17) */
We apologize for the issue the consumer experienced with their deviceThe printerhead was replaced by the repair shopAs stated in the warranty terms & conditions we do not cover buyer replaceable partsFor this specific make & model the
printerhead is a replaceable partAs as one time exception we will reimburse the consumer for the repairsThe consumer can expect to receive a check for the repair amount within 7-business days
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the offer to refund me the cost of repair ($522.28), though they did not state itI am glad that they have decided to handle this manner in a more professional way than the experience I've had over the last several weeksOne point I must emphasize is that the warranty agreement I was given does not show any exclusivity to parts that were not be coveredIt clearly states that my printer is covered "100% parts and labor, no deductibles." This was followed in smaller prints by, "We've got you coveredYou pay nothing." I'm not sure what I'm missing hereTheir fulfillment of this warranty will help me rebuild my confidence in them because their warranty offerings are carried by most of the stores I do business withI'll be looking forward to the check within the next several daysThank you
Final Business Response /* (4000, 16, 2016/04/01) */
We apologize for the delay
We have reached out to the consumer to confirm the reimbursement process and should be receiving it within the next 7-business days
Final Consumer Response /* (2000, 18, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I'm accepting this business' proposal to reimburse me, please do not close this case until I receive the reimbursementReason for my request is based on the previous unfulfilled promise they made on Wednesday, February 17, promising to reimburse me in 7-business daysIt's been days now and nothing has happenedI will make sure I contact you if this "promise" comes throughI am still baffled by the way this company has continued to represent itself so negativelyThank you again for hanging in there with me
We are sorry for any issues the consumer had with their device.
It appears the troubles the consumer experienced locating their warranty online resulted from their email being misspelled in our system It also appears old contact information may have been sent over from the reseller
at the time of the warranty purchase.
We were able to locate the consumer's warranty in our system using the account and order numbers the consumer provided A voice mail has been left for the consumer to continue the claim process
We are sorry the consumer had an issue with their device.The policy the consumer is referring to is correct, we no longer provide warranties through most re-sellers for "Hover-boards" as of 12/1/**With that said, this warranty was purchased through one of the re-sellers we do provide coverage for
We apologize for the miscommunication and have contacted the consumer to reinstate the warranty, resolving their concern
We are sorry the consumer had issues with their device.A separate reimbursement check will be sent to the consumer for the deductiblePlease allow 7-business days for the check to be received
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
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.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
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. 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
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
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 ***
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 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 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:I was givin a referbished iPad and this business has no respect for the consumer Sincerely,Ralphy***
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 ***
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,*** ***
Complaint: ***I am rejecting this response because: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 me
Sincerely,
*** ***
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."
Initial Business Response /* (1000, 5, 2016/02/17) */
We apologize for the issue the consumer experienced with their deviceThe printerhead was replaced by the repair shopAs stated in the warranty terms & conditions we do not cover buyer replaceable partsFor this specific make & model the
printerhead is a replaceable partAs as one time exception we will reimburse the consumer for the repairsThe consumer can expect to receive a check for the repair amount within 7-business days
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the offer to refund me the cost of repair ($522.28), though they did not state itI am glad that they have decided to handle this manner in a more professional way than the experience I've had over the last several weeksOne point I must emphasize is that the warranty agreement I was given does not show any exclusivity to parts that were not be coveredIt clearly states that my printer is covered "100% parts and labor, no deductibles." This was followed in smaller prints by, "We've got you coveredYou pay nothing." I'm not sure what I'm missing hereTheir fulfillment of this warranty will help me rebuild my confidence in them because their warranty offerings are carried by most of the stores I do business withI'll be looking forward to the check within the next several daysThank you
Final Business Response /* (4000, 16, 2016/04/01) */
We apologize for the delay
We have reached out to the consumer to confirm the reimbursement process and should be receiving it within the next 7-business days
Final Consumer Response /* (2000, 18, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I'm accepting this business' proposal to reimburse me, please do not close this case until I receive the reimbursementReason for my request is based on the previous unfulfilled promise they made on Wednesday, February 17, promising to reimburse me in 7-business daysIt's been days now and nothing has happenedI will make sure I contact you if this "promise" comes throughI am still baffled by the way this company has continued to represent itself so negativelyThank you again for hanging in there with me
We are sorry for any issues the consumer had with their device.
It appears the troubles the consumer experienced locating their warranty online resulted from their email being misspelled in our system It also appears old contact information may have been sent over from the reseller
at the time of the warranty purchase.
We were able to locate the consumer's warranty in our system using the account and order numbers the consumer provided A voice mail has been left for the consumer to continue the claim process
We are sorry the consumer had an issue with their device.The policy the consumer is referring to is correct, we no longer provide warranties through most re-sellers for "Hover-boards" as of 12/1/**With that said, this warranty was purchased through one of the re-sellers we do provide coverage for
We apologize for the miscommunication and have contacted the consumer to reinstate the warranty, resolving their concern
We are sorry the consumer had issues with their device.A separate reimbursement check will be sent to the consumer for the deductiblePlease allow 7-business days for the check to be received