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. But I still want to state for the record that there was never any physical damage to the TV nor did there appear to be any physical damage to the TV in the photos I submitted.Sincerely, *** ***
We are sorry for any confusion concerning the warranty details.Our service plan as stated in our service contract starts from the date the plan was purchasedIn the service contract, we define the coverage terms, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five
(5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting PeriodThe Protection Plan is inclusive of any US manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty..."Unfortunately, we are unable to provide any additional support beyond the expiration date of the plan, 8/3/***
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their deviceA system glitch caused the claim to not be processed completelyThe error has been corrected and the consumer's check has been processedThe check is scheduled to be
delivered in 7-business daysThe consumer has been contacted and is aware of this resolution
Complaint: ***I am rejecting this response because:
First, we received no copy of this "contract." Second, we paid for a warranty that covers things in a range of $***-$***Third, the item actually was selling for $***-- the only reason we got it for $*** was that we had a couponFourth, the same exact item now costs $***, leaving us to pick up a $** tab when we though we'd get a replacementThis is unfairFinally, we've literally have spent HOURS on the phone with these difficult peopleEven getting the $*** has proven difficult because of issues with their website and trouble we had uploading pics of the receipt
One of the first reps we spoke with on 9/10/** told us we'd be covered for the whole price if we uploaded the receiptWe did this recentlyIf Square Trade doubts this they can listen to the call recordingNo one likes being lied to; this company has been unprofessional and has not lived up to it's promise and what we actually paid for.Sincerely,*** ***
We are sorry for any issues the consumer had with their device. When a claim is filed and approved a claim approval email is sent to the customerThe claim approval email includes instructions on the next steps in completing the resolution and a prepaid shipping label when necessaryIt
appears a system issue caused the shipping label to not generate and is being looked into. At this time, we have had another shipping label emailed to the consumer
We are sorry for any issues the consumer had with their device. Looking into the account I see the reimbursement check was processed on 8/1/***At this time we are escalating to our accounting department to see if the check has been delivered or cashed
Initial Business Response /* (1000, 5, 2015/07/08) */
We are sorry the consumer had issues with their device
We are addressing the issues of the return callsWe are expanding our specialist team so we can accommodate our claim volume
The receipt was received but was not processed and
verified, that is why the consumer had the messagingThe consumer did what was expected and the issue was at our end
We have approved the claim and the consumer has shipped the product for repair
Complaint: ***I am rejecting this response because:
obviously the responder is not reading my complaint I was redirected to directly contact Square Trade DIRECTLY THROUGH THE WEBSITE I did this FOUR times over FOUR weeks (the site even says it may take up to days for a response, which I understood, and I gave them SEVEN days before starting the process over) and received NO response whatsoever Instead after over a month with no follow up, I complained here Obviously this company has problems because a.) they don't respond and b.) when they do here they do not read the complaint fully and instead spout off basic information that I already did Revdex.com, please wake up and pull your A+ rating which is obviously incorrect!Sincerely,*** ***
Complaint:***I am rejecting this response because:
I have to reject Squaretrade’s response for two reasonsFirstly, I responded to their offer email with the below messageBut as of yet I’ve not heard anything elseSecondly, there’s been no refund of one-half of the plan purchase price, as mentioned by the Squaretrade representativeHowever, I no longer have the same credit card (it was lost and replaced years ago).
“I am not interested in this offerThere is only one television listed and it has very poor consumer ratings on various different websitesThis is not a comparable television to the one that I insured.”
Sincerely,Christopher ***
We are sorry for any issues the consumer experienced with their device. Looking into the consumer's account their repair indeed went past our service guarantee We have moved forward to process a refund for the other half of the consumers warranty cost
Complaint: ***I am rejecting this response because the resolution came after I had multiple conversations with multiple warranty specialist and finally having to escalate the situation to their supervisor. During the last conversation where a resolution was provided, I was notified that SquareTrade did not have my product in inventory. This explains why Square Trade put the burden on to me instead of holding up their end of the contract. I had to take actions not reported per their contract and they blew off agreements stated by their contract; therefore, I am not satisfied with the end resolution along with the time it took to reach this "alternate resolution". I definitely caution everyone who purchases services from this company as it will be risk on your part and not theirs.Sincerely,Vihar ***
Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issues with their device
As the consumer stated in their complaint SquareTrade would, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and
functionality up to the Coverage Amount"As stated in the Terms and Conditions the coverage amount is: "The purchase price of the Covered Product."
As per our Terms and Conditions we will reimburse the consumer what they paid for the device
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"The purchase price of the Covered Product."
"BProvide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount,"
Not acceptable
I covered this with a $1XX-XXX policynot a $your not 'forgiven' your not EXCUSED for your *** coverage"end of story" with me
I get that you used to be a good companybut obviously profits and San Francisco greed became more importantthere are lot of things you could do better for example you can TELL the millions of people you sell warranty's to every daythat you aren't really going to REPAIR there device..??
That'd be 'helpful' don't you think????
I thank you for your offerbut it's not what I signed on forand your not getting off with "this is our crappy warranty" excuse
Final Business Response /* (4000, 9, 2015/08/07) */
The Terms and Conditions clearly states up to the coverage amountAs stated before the coverage amount is the maximum coverage of the warranty or the purchase price of the item, whichever is lessWe have attached a screen shot of the warranty Terms and Conditions
We will honor the Terms and Conditions of the warranty
Final Consumer Response /* (4200, 13, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry your wasting your time herehere is what I purchased as "you" labeled on amazon
SquareTrade 3-Year Portable Electronics Accident Protection Plan ($1XX-XXX)
Continue to excuse yourself from your warranty and continue to excuse yourself for your responsibilityI don't want to hear any more excusesThis is *** poor customer service
I as the customer understand that if I could buy the Dragon Touch Eright at this moment for $would have complaintsbut because some of the cheapest prices I could find for it range to $shipped to $shipped (amazon priceor amazon reseller pricelooks like amazon isn't stocking itlast I checked)
So your aren't replacing the unit with the same or better as you label your own warrantyyou don't need to up the check amountyour welcome to provide a BRAND NEW replacement for the cracked/not working screen one I can send you
But please don't bother with your jargon and call that customer serviceYou already have tons of *** poor customer service reports on Revdex.com hereso what's one more right?
Again I understand that if I could buy a efor the price your offering to pay/which is what I paidthat would be fineBut your *** warranty and customer service on this issue stinksget back to your san Francisco office and hatch more schemesbecause I'm not having none of it here
And let me make one more point herewe purchased this warranty FOR THE REPAIRThe fact that you sold me a warranty for repairsbut never had any intention of repairing it in the first place is ON YOU! You are executing horrible business practices and you could do much bettertoday your warranty is for SALE live on ebay to repair this device when you have NO INTENTION of repairing itjust issuing some checkYou might want to learn to communicate better "what your actually selling" to your customers on top of this *** customer service your offering
We are sorry for any issue the consumer experienced with their device.Squaretrade allows consumers days to submit all related and pertinent documentation for reimbursementUnfortunately, the consumer filed the claim on *** and tried submitting the documentation ***, nearly a year
laterIn addition, the consumer's warranty had expired on *** As it stands, we are unable to approve a reimbursement or any alternate resolution in connection with this warranty
We are sorry for any issues the consumer had with their device. Both of the consumer's devices had issues resulting from physical damage to the itemNeither of their items had accidental damage from handling protection The consumer's devices were covered under our standard protection plan that only covers electrical and mechanical failures We have made an exception to process a reimbursement for the consumers device
We are sorry for any issues the consumer had with their device. At this time we are unsure why the customer experienced issues starting their claim online and have escalated the issue to our engineering department SquareTrade always attempts to repair a device before moving towards a
possible replacement or reimbursement Consumer's are able to send their item into a repair facility for repair or have it repaired locally We have filed a claim for the consumer to have their device repaired at our repair facility A prepaid overnight shipping label has been emailed to the consumer to send in their device
Initial Business Response /* (1000, 5, 2015/12/11) */
We apologize for the issue the consumer experienced with their device
The consumer has been contacted to resolve the claimOur records determined the consumer purchased a plan that does not cover Accidental Damage from HandlingWe are
requesting pictures in order to determine the type of damage sustained to the device
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I have sent pictures twice and I never heard backActually I was ignored when I emailed for updates hence the reason I am filling the complaintThe issue is not with coverage it is with a manufacturer flaw on the SThere is a lot of documentation on it
Final Business Response /* (4000, 9, 2015/12/24) */
We have requested the consumer send pictures of the crack in the phone to verify the damageOnce the damage has been evaluated we can move forward with an appropriate resolution
Final Consumer Response /* (4200, 11, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have already done this twice before with no responseAlso asked for follow ups and was ignored
We apologize for any misunderstanding regarding this consumer's warranty
Squaretrade technicians provided a very thorough repair during the last claim of this item, including replacing the logic boardThough we understand another technician may not have noticed our work, this is because our
technicians are thoroughly trained to provide satisfactory repair quality and to use first party components when availableRegarding the day rework window, we did not modify this in any way and have records indicating that the item repair was completed and the product overnighted to the consumer on 9/21/2017.
Since we were not notified of the issue with this item until 12/29/2017, this item would not qualify for a rework repairWe hope this information clarifies the situation
(The consumer indicated he/she DID NOT accept the response from the business.)You keep asking the same question and I keep giving you the same answerPlease escalate this to a manager that has authority to issue refundAs I stated numerous times before, the store kept the original phone and documentationI DO NOT HAVE EITHER OF THE TWO ITEMS YOU ARE REQUESTING AS YOU YOURSELVES VERIFIED WITH STORE
Initial Business Response /* (1000, 5, 2016/01/12) */
We apologize the consumer experienced issues with their deviceThe specialist resolving the claim did not properly handle the payment process causing a delay in receiving the checkThe issue was escalated and the check was processed on
1/5/the consumer can expect to receive it in 7-business days
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check
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. But I still want to state for the record that there was never any physical damage to the TV nor did there appear to be any physical damage to the TV in the photos I submitted.Sincerely, *** ***
We are sorry for any confusion concerning the warranty details.Our service plan as stated in our service contract starts from the date the plan was purchasedIn the service contract, we define the coverage terms, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five
(5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting PeriodThe Protection Plan is inclusive of any US manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty..."Unfortunately, we are unable to provide any additional support beyond the expiration date of the plan, 8/3/***
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their deviceA system glitch caused the claim to not be processed completelyThe error has been corrected and the consumer's check has been processedThe check is scheduled to be
delivered in 7-business daysThe consumer has been contacted and is aware of this resolution
Complaint: ***I am rejecting this response because:
First, we received no copy of this "contract." Second, we paid for a warranty that covers things in a range of $***-$***Third, the item actually was selling for $***-- the only reason we got it for $*** was that we had a couponFourth, the same exact item now costs $***, leaving us to pick up a $** tab when we though we'd get a replacementThis is unfairFinally, we've literally have spent HOURS on the phone with these difficult peopleEven getting the $*** has proven difficult because of issues with their website and trouble we had uploading pics of the receipt
One of the first reps we spoke with on 9/10/** told us we'd be covered for the whole price if we uploaded the receiptWe did this recentlyIf Square Trade doubts this they can listen to the call recordingNo one likes being lied to; this company has been unprofessional and has not lived up to it's promise and what we actually paid for.Sincerely,*** ***
We are sorry for any issues the consumer had with their device. When a claim is filed and approved a claim approval email is sent to the customerThe claim approval email includes instructions on the next steps in completing the resolution and a prepaid shipping label when necessaryIt
appears a system issue caused the shipping label to not generate and is being looked into. At this time, we have had another shipping label emailed to the consumer
We are sorry for any issues the consumer had with their device. Looking into the account I see the reimbursement check was processed on 8/1/***At this time we are escalating to our accounting department to see if the check has been delivered or cashed
Initial Business Response /* (1000, 5, 2015/07/08) */
We are sorry the consumer had issues with their device
We are addressing the issues of the return callsWe are expanding our specialist team so we can accommodate our claim volume
The receipt was received but was not processed and
verified, that is why the consumer had the messagingThe consumer did what was expected and the issue was at our end
We have approved the claim and the consumer has shipped the product for repair
Complaint: ***I am rejecting this response because:
obviously the responder is not reading my complaint I was redirected to directly contact Square Trade DIRECTLY THROUGH THE WEBSITE I did this FOUR times over FOUR weeks (the site even says it may take up to days for a response, which I understood, and I gave them SEVEN days before starting the process over) and received NO response whatsoever Instead after over a month with no follow up, I complained here Obviously this company has problems because a.) they don't respond and b.) when they do here they do not read the complaint fully and instead spout off basic information that I already did Revdex.com, please wake up and pull your A+ rating which is obviously incorrect!Sincerely,*** ***
Complaint:***I am rejecting this response because:
I have to reject Squaretrade’s response for two reasonsFirstly, I responded to their offer email with the below messageBut as of yet I’ve not heard anything elseSecondly, there’s been no refund of one-half of the plan purchase price, as mentioned by the Squaretrade representativeHowever, I no longer have the same credit card (it was lost and replaced years ago).
“I am not interested in this offerThere is only one television listed and it has very poor consumer ratings on various different websitesThis is not a comparable television to the one that I insured.”
Sincerely,Christopher ***
We are sorry for any issues the consumer experienced with their device. Looking into the consumer's account their repair indeed went past our service guarantee We have moved forward to process a refund for the other half of the consumers warranty cost
Complaint: ***I am rejecting this response because the resolution came after I had multiple conversations with multiple warranty specialist and finally having to escalate the situation to their supervisor. During the last conversation where a resolution was provided, I was notified that SquareTrade did not have my product in inventory. This explains why Square Trade put the burden on to me instead of holding up their end of the contract. I had to take actions not reported per their contract and they blew off agreements stated by their contract; therefore, I am not satisfied with the end resolution along with the time it took to reach this "alternate resolution". I definitely caution everyone who purchases services from this company as it will be risk on your part and not theirs.Sincerely,Vihar ***
Revdex.com:
This complaint has been fully resolved
They gave me a check for the money I was asking for
Thanks,
***
Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issues with their device
As the consumer stated in their complaint SquareTrade would, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and
functionality up to the Coverage Amount"As stated in the Terms and Conditions the coverage amount is: "The purchase price of the Covered Product."
As per our Terms and Conditions we will reimburse the consumer what they paid for the device
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"The purchase price of the Covered Product."
"BProvide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount,"
Not acceptable
I covered this with a $1XX-XXX policynot a $your not 'forgiven' your not EXCUSED for your *** coverage"end of story" with me
I get that you used to be a good companybut obviously profits and San Francisco greed became more importantthere are lot of things you could do better for example you can TELL the millions of people you sell warranty's to every daythat you aren't really going to REPAIR there device..??
That'd be 'helpful' don't you think????
I thank you for your offerbut it's not what I signed on forand your not getting off with "this is our crappy warranty" excuse
Final Business Response /* (4000, 9, 2015/08/07) */
The Terms and Conditions clearly states up to the coverage amountAs stated before the coverage amount is the maximum coverage of the warranty or the purchase price of the item, whichever is lessWe have attached a screen shot of the warranty Terms and Conditions
We will honor the Terms and Conditions of the warranty
Final Consumer Response /* (4200, 13, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry your wasting your time herehere is what I purchased as "you" labeled on amazon
SquareTrade 3-Year Portable Electronics Accident Protection Plan ($1XX-XXX)
Continue to excuse yourself from your warranty and continue to excuse yourself for your responsibilityI don't want to hear any more excusesThis is *** poor customer service
I as the customer understand that if I could buy the Dragon Touch Eright at this moment for $would have complaintsbut because some of the cheapest prices I could find for it range to $shipped to $shipped (amazon priceor amazon reseller pricelooks like amazon isn't stocking itlast I checked)
So your aren't replacing the unit with the same or better as you label your own warrantyyou don't need to up the check amountyour welcome to provide a BRAND NEW replacement for the cracked/not working screen one I can send you
But please don't bother with your jargon and call that customer serviceYou already have tons of *** poor customer service reports on Revdex.com hereso what's one more right?
Again I understand that if I could buy a efor the price your offering to pay/which is what I paidthat would be fineBut your *** warranty and customer service on this issue stinksget back to your san Francisco office and hatch more schemesbecause I'm not having none of it here
And let me make one more point herewe purchased this warranty FOR THE REPAIRThe fact that you sold me a warranty for repairsbut never had any intention of repairing it in the first place is ON YOU! You are executing horrible business practices and you could do much bettertoday your warranty is for SALE live on ebay to repair this device when you have NO INTENTION of repairing itjust issuing some checkYou might want to learn to communicate better "what your actually selling" to your customers on top of this *** customer service your offering
We are sorry for any issue the consumer experienced with their device.Squaretrade allows consumers days to submit all related and pertinent documentation for reimbursementUnfortunately, the consumer filed the claim on *** and tried submitting the documentation ***, nearly a year
laterIn addition, the consumer's warranty had expired on *** As it stands, we are unable to approve a reimbursement or any alternate resolution in connection with this warranty
We are sorry for any issues the consumer had with their device. Both of the consumer's devices had issues resulting from physical damage to the itemNeither of their items had accidental damage from handling protection The consumer's devices were covered under our standard protection plan that only covers electrical and mechanical failures We have made an exception to process a reimbursement for the consumers device
We are sorry for any issues the consumer had with their device. At this time we are unsure why the customer experienced issues starting their claim online and have escalated the issue to our engineering department SquareTrade always attempts to repair a device before moving towards a
possible replacement or reimbursement Consumer's are able to send their item into a repair facility for repair or have it repaired locally We have filed a claim for the consumer to have their device repaired at our repair facility A prepaid overnight shipping label has been emailed to the consumer to send in their device
Initial Business Response /* (1000, 5, 2015/12/11) */
We apologize for the issue the consumer experienced with their device
The consumer has been contacted to resolve the claimOur records determined the consumer purchased a plan that does not cover Accidental Damage from HandlingWe are
requesting pictures in order to determine the type of damage sustained to the device
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I have sent pictures twice and I never heard backActually I was ignored when I emailed for updates hence the reason I am filling the complaintThe issue is not with coverage it is with a manufacturer flaw on the SThere is a lot of documentation on it
Final Business Response /* (4000, 9, 2015/12/24) */
We have requested the consumer send pictures of the crack in the phone to verify the damageOnce the damage has been evaluated we can move forward with an appropriate resolution
Final Consumer Response /* (4200, 11, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have already done this twice before with no responseAlso asked for follow ups and was ignored
We apologize for any misunderstanding regarding this consumer's warranty
Squaretrade technicians provided a very thorough repair during the last claim of this item, including replacing the logic boardThough we understand another technician may not have noticed our work, this is because our
technicians are thoroughly trained to provide satisfactory repair quality and to use first party components when availableRegarding the day rework window, we did not modify this in any way and have records indicating that the item repair was completed and the product overnighted to the consumer on 9/21/2017.
Since we were not notified of the issue with this item until 12/29/2017, this item would not qualify for a rework repairWe hope this information clarifies the situation
(The consumer indicated he/she DID NOT accept the response from the business.)You keep asking the same question and I keep giving you the same answerPlease escalate this to a manager that has authority to issue refundAs I stated numerous times before, the store kept the original phone and documentationI DO NOT HAVE EITHER OF THE TWO ITEMS YOU ARE REQUESTING AS YOU YOURSELVES VERIFIED WITH STORE
Initial Business Response /* (1000, 5, 2016/01/12) */
We apologize the consumer experienced issues with their deviceThe specialist resolving the claim did not properly handle the payment process causing a delay in receiving the checkThe issue was escalated and the check was processed on
1/5/the consumer can expect to receive it in 7-business days
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check