Initial Business Response /* (1000, 5, 2015/10/20) */
We apologize that the consumer had issues with their device
The consumer's device was not replacedIt was repaired and restored to perform factory specifications
As per our Terms & Conditions "Replacement parts will be new, rebuilt or
non-original manufacturer's parts that perform to the factory specifications of the product at Our sole option."
We resolved the consumer's claim by repairing the device
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
Hello, just letting you know that *** from squaretrade has only called me once and said she was going to look into my insurance policy and that was it I have not received anything not even a called back
Final Business Response /* (4000, 10, 2015/10/29) */
We have reached out to the consumer on numerous occasions to resolve her claimThe consumer's contract was fulfilled by repairing her phone and it has been confirmed that the device is functioning properly
As a one time courtesy we have refunded the consumer for her deductible and she has agreed to this resolution
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 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
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize the consumer experienced difficulties uploading the proof of purchase
The consumer has been contacted via email and by phone to resolve the complaintWe are awaiting a response
Initial Consumer Rebuttal /* (3000, 7,
2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Got a refund for warranty from place of purchase (*** Club) with no problemsAttempted to contact Squaretrade back after not being able to talk to them (after 9pm local time),got a mesg in the Revdex.com complaint department that they would call back before hrsHave not heard back from them after a weekStill don't have a warranty on my *** due to Squaretrade's poor business handlingHope nothing happens to my phones before they are paid for fullySquaretrade has done nothing to correct their actions
Final Business Response /* (4000, 9, 2016/01/21) */
We have contacted the consumer several times via email & by phone but with no responseThe warranty is currently active and on his accountWe do NOT require any form of registration for this particular reseller's warrantiesThe proof of purchase is only needed at the time of filing a claim
We are sorry for any issues the consumer had with their device. When an item is taken to a local repair facility and is deemed beyond economic repair documentation is required before an alternate resolution can be taken We have received the necessary documentation and have processed the
consumers claim for reimbursement
We are sorry for any issues the consumer experienced with their device
We apologize for any miscommunication that may have occurred regarding the repair and shipping of the consumer deviceAccording to our records, the consumer's device was replaced as the resolution to the claim due to part availability 5/We show that*** had labeled the first shipment attempt as an invalid address and resulted in the subsequent delaysWe also show that the warranty cost has been refunded and a check processed on 6/due to these delaysCurrently, the replacement unit was reshipped to the correct home address and will be arriving 6/20-6/
We apologize for any inconvenience that the consumer might have experienced during the replacement process
Our terms and conditions specifically state that we do not cover “intermittent issues” per our policy in section "What is Not Covered" subsection S where it states: “Failures related to ……
“No Problem Found” diagnosis, intermittent and non-intermittent issues that are not product failures”
Moving forward we would need video evidence as already from the customer since our techs who have physical gone to the consumer’s location have not been able to detect the problem
We are sorry for any issues the consumer had receiving their reimbursement. Looking into the customer's account a request to have the check was submittedOur accounting department voided the original check and mailed out another on ***
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,
*** ***
Complaint: ***I am rejecting this response because: I'm not exactly sure what they meant by the battery issueThere was no problem there The issue is with the stylus pen that broke off from the unitMy son who is 1/years old almost choked on it They should be more safer for young kidsHe could've choked and died
I don't want anything replacedI want my money refunded. Sincerely,*** ***
We apologize for any miscommunication experienced
According to our records, the consumer provided a text document stating it would cost $to repair their unitUnfortunately, in order for Squaretrade to process a replacement or reimbursement, we require official documentation from
a licensed certified repair shopWe have since requested the consumer send their device in for repairs as we believe the unit to be repairableMoving forward, we will be either requiring the consumer to ship their device in for the repair or provide the appropriate documentation detailing the repair necessary
Initial Business Response /* (1000, 5, 2015/12/29) */
Wa apologize for the issue the consumer experienced with their deviceThe consumer has been contacted by a resolution specialist to resolve the compliantThe claim has been approved for payoutOnce the consumer returns the device a check will
be issued for the amount paid
When we received this item in for the first repair, it was due to the item having signs of wear and tear and was covered beneath the consumer's standard protection planUnfortunately once we received the item in for a second repair, there was severe physical damage to the headphones and this is
not covered beneath the warranty this consumer purchased.
We apologize for any inconvenience, but we are unable to approve any claims for physical damage on this policyWhile signs of liquid damage may have been present, the primary factor affecting this claim was the severe breakage to the right side of the headphones
We are sorry for any delays experienced by the consumer during the replacement process.As it turns out, the TV was delivered to the consumer on July 30,***
We are sorry the consumer had issues with their account
When a monthly charge fails the consumer is sent one email that warns them the warranty will be cancelled due to non-paymentAs this is an automatic email we do not have ready access to confirm the email was sentWe are correcting this
issue giving the consumers more warnings and offering them a better opportunity to change the billing on their account and allowing the warranty to continue
In this case we have confirmed billing information we have on this account and were able to approve the warrantiesBoth of the consumer’s warranties are active
We have emailed the consumer so they are aware of this
We are sorry for any issues the consumer had with their device.
Warranties from SquareTrade's resale partners should be purchased for items bought directly from that reseller Failure to purchase the warranty from the correct reseller or from SquareTrade directly can result in an
invalid warranty being purchased.
As SquareTrade does not require but suggest consumers register their products receipt information is not verified in our system until a claim needs to be filed We have processed a reimbursement for the consumer's warranty cost Since the consumer has indicated they have yet to receive the check we have reached out to our accounting department to do a resend
We are sorry for any issue the consumer experienced with their device
We understand and apologize for any delays the consumer may have experiencedWe value the consumer's patronage and patience in resolving this matterUnfortunately, there is nothing further we are able to provide to since the unit has been repaired and costs reimbursed
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did not get the response they should have had
We are currently addressing the response time to complaintsWe are expanding our TV group to accommodate the calls we are now receiving
We have found, based on our
experience with previous claims, that we can order the part needed for the repair and then send the technician to repair the TV results in a single trip by the technician and resolves the issues in 1/half the time it takes to have a technician go and diagnose the issue and order the part after their first visitThis has improved the response in 95% of our TV claims
We have to contact the local repair contractors to schedule an appointmentWe do not promise a repair time until we hear from the local shopThe contractors have to contact the consumer prior to going to the location to perform the serviceAt any time the consumer can ask for a different time to have the service performed
In this case the technician did go out to the consumer and resolved the issue
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
received via email:
They sent me a copy of their response and I suppose I finally connected with a support person who is not a script readerIf such a contact had been made initially, this whole issue might have gone away
The service company they dispatched is one of the best I have ever encountered from any company
I fully understand how Square Trade operates in terms of troubleshooting and attempting to remedy a problem but cannot understand how they have come all this way with the level of support I experienced
The bottom line is that even though we determined that the audio function was OK and that the sub-standard speakers on the TV were and still are the problem even after being replaced, perhaps Square Trade should have intervened with Vizio by telling them my problem and their technician's response and made them aware that they have an unhappy customer as a result
Although my suggestion may not be performed, I suppose we can put this case to bed and hope that no other problem surfaces during the balance of the warranty, after which time any future problem will be cause for me to buy a new TV
thank you
*** ***
We apologize for any delays experienced during the claim process. According to our records, the label has been sent twice from our system to the consumer's email addressSince the consumer states that they have not yet received those emails or labels, we will be sending the label again
but via a different methodWe appreciate the consumer's patience as we attempt to resolve this concernWe will be following up to ensure the labels delivery
We apologize to the consumer about he replacement device.Per our Terms and ConditionsWe will provide a new or refurbished product of equals features and functionality at our discretionAlso we do not cover cosmetic damage that doesn't interfere with use of the item,
also we don't cover accessories or parts that are meant to be replaced by the buyer such as but not limited earpieces and chargersWe have reached out to the consumer stating we only offer reimbursement if we are unable repair or replace the deviceIn the consumers case we were able to source a replacement
Initial Business Response /* (1000, 5, 2015/10/20) */
We apologize that the consumer had issues with their device
The consumer's device was not replacedIt was repaired and restored to perform factory specifications
As per our Terms & Conditions "Replacement parts will be new, rebuilt or
non-original manufacturer's parts that perform to the factory specifications of the product at Our sole option."
We resolved the consumer's claim by repairing the device
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
Hello, just letting you know that *** from squaretrade has only called me once and said she was going to look into my insurance policy and that was it I have not received anything not even a called back
Final Business Response /* (4000, 10, 2015/10/29) */
We have reached out to the consumer on numerous occasions to resolve her claimThe consumer's contract was fulfilled by repairing her phone and it has been confirmed that the device is functioning properly
As a one time courtesy we have refunded the consumer for her deductible and she has agreed to this resolution
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 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
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize the consumer experienced difficulties uploading the proof of purchase
The consumer has been contacted via email and by phone to resolve the complaintWe are awaiting a response
Initial Consumer Rebuttal /* (3000, 7,
2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Got a refund for warranty from place of purchase (*** Club) with no problemsAttempted to contact Squaretrade back after not being able to talk to them (after 9pm local time),got a mesg in the Revdex.com complaint department that they would call back before hrsHave not heard back from them after a weekStill don't have a warranty on my *** due to Squaretrade's poor business handlingHope nothing happens to my phones before they are paid for fullySquaretrade has done nothing to correct their actions
Final Business Response /* (4000, 9, 2016/01/21) */
We have contacted the consumer several times via email & by phone but with no responseThe warranty is currently active and on his accountWe do NOT require any form of registration for this particular reseller's warrantiesThe proof of purchase is only needed at the time of filing a claim
We are sorry for any issues the consumer had with their device. When an item is taken to a local repair facility and is deemed beyond economic repair documentation is required before an alternate resolution can be taken We have received the necessary documentation and have processed the
consumers claim for reimbursement
We are sorry for any issues the consumer experienced with their device
We apologize for any miscommunication that may have occurred regarding the repair and shipping of the consumer deviceAccording to our records, the consumer's device was replaced as the resolution to the claim due to part availability 5/We show that*** had labeled the first shipment attempt as an invalid address and resulted in the subsequent delaysWe also show that the warranty cost has been refunded and a check processed on 6/due to these delaysCurrently, the replacement unit was reshipped to the correct home address and will be arriving 6/20-6/
We apologize for any inconvenience that the consumer might have experienced during the replacement process
Our terms and conditions specifically state that we do not cover “intermittent issues” per our policy in section "What is Not Covered" subsection S where it states: “Failures related to ……
“No Problem Found” diagnosis, intermittent and non-intermittent issues that are not product failures”
Moving forward we would need video evidence as already from the customer since our techs who have physical gone to the consumer’s location have not been able to detect the problem
We are sorry for any issues the consumer had receiving their reimbursement. Looking into the customer's account a request to have the check was submittedOur accounting department voided the original check and mailed out another on ***
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,
*** ***
Complaint: ***I am rejecting this response because: I'm not exactly sure what they meant by the battery issueThere was no problem there The issue is with the stylus pen that broke off from the unitMy son who is 1/years old almost choked on it They should be more safer for young kidsHe could've choked and died
I don't want anything replacedI want my money refunded. Sincerely,*** ***
We apologize for any miscommunication experienced
According to our records, the consumer provided a text document stating it would cost $to repair their unitUnfortunately, in order for Squaretrade to process a replacement or reimbursement, we require official documentation from
a licensed certified repair shopWe have since requested the consumer send their device in for repairs as we believe the unit to be repairableMoving forward, we will be either requiring the consumer to ship their device in for the repair or provide the appropriate documentation detailing the repair necessary
Initial Business Response /* (1000, 5, 2015/12/29) */
Wa apologize for the issue the consumer experienced with their deviceThe consumer has been contacted by a resolution specialist to resolve the compliantThe claim has been approved for payoutOnce the consumer returns the device a check will
be issued for the amount paid
When we received this item in for the first repair, it was due to the item having signs of wear and tear and was covered beneath the consumer's standard protection planUnfortunately once we received the item in for a second repair, there was severe physical damage to the headphones and this is
not covered beneath the warranty this consumer purchased.
We apologize for any inconvenience, but we are unable to approve any claims for physical damage on this policyWhile signs of liquid damage may have been present, the primary factor affecting this claim was the severe breakage to the right side of the headphones
We are sorry for any delays experienced by the consumer during the replacement process.As it turns out, the TV was delivered to the consumer on July 30,***
We are sorry the consumer had issues with their account
When a monthly charge fails the consumer is sent one email that warns them the warranty will be cancelled due to non-paymentAs this is an automatic email we do not have ready access to confirm the email was sentWe are correcting this
issue giving the consumers more warnings and offering them a better opportunity to change the billing on their account and allowing the warranty to continue
In this case we have confirmed billing information we have on this account and were able to approve the warrantiesBoth of the consumer’s warranties are active
We have emailed the consumer so they are aware of this
We are sorry for any issues the consumer had with their device.
Warranties from SquareTrade's resale partners should be purchased for items bought directly from that reseller Failure to purchase the warranty from the correct reseller or from SquareTrade directly can result in an
invalid warranty being purchased.
As SquareTrade does not require but suggest consumers register their products receipt information is not verified in our system until a claim needs to be filed We have processed a reimbursement for the consumer's warranty cost Since the consumer has indicated they have yet to receive the check we have reached out to our accounting department to do a resend
We are sorry for any issue the consumer experienced with their device
We understand and apologize for any delays the consumer may have experiencedWe value the consumer's patronage and patience in resolving this matterUnfortunately, there is nothing further we are able to provide to since the unit has been repaired and costs reimbursed
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did not get the response they should have had
We are currently addressing the response time to complaintsWe are expanding our TV group to accommodate the calls we are now receiving
We have found, based on our
experience with previous claims, that we can order the part needed for the repair and then send the technician to repair the TV results in a single trip by the technician and resolves the issues in 1/half the time it takes to have a technician go and diagnose the issue and order the part after their first visitThis has improved the response in 95% of our TV claims
We have to contact the local repair contractors to schedule an appointmentWe do not promise a repair time until we hear from the local shopThe contractors have to contact the consumer prior to going to the location to perform the serviceAt any time the consumer can ask for a different time to have the service performed
In this case the technician did go out to the consumer and resolved the issue
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
received via email:
They sent me a copy of their response and I suppose I finally connected with a support person who is not a script readerIf such a contact had been made initially, this whole issue might have gone away
The service company they dispatched is one of the best I have ever encountered from any company
I fully understand how Square Trade operates in terms of troubleshooting and attempting to remedy a problem but cannot understand how they have come all this way with the level of support I experienced
The bottom line is that even though we determined that the audio function was OK and that the sub-standard speakers on the TV were and still are the problem even after being replaced, perhaps Square Trade should have intervened with Vizio by telling them my problem and their technician's response and made them aware that they have an unhappy customer as a result
Although my suggestion may not be performed, I suppose we can put this case to bed and hope that no other problem surfaces during the balance of the warranty, after which time any future problem will be cause for me to buy a new TV
thank you
*** ***
We apologize for any delays experienced during the claim process. According to our records, the label has been sent twice from our system to the consumer's email addressSince the consumer states that they have not yet received those emails or labels, we will be sending the label again
but via a different methodWe appreciate the consumer's patience as we attempt to resolve this concernWe will be following up to ensure the labels delivery
We apologize to the consumer about he replacement device.Per our Terms and ConditionsWe will provide a new or refurbished product of equals features and functionality at our discretionAlso we do not cover cosmetic damage that doesn't interfere with use of the item,
also we don't cover accessories or parts that are meant to be replaced by the buyer such as but not limited earpieces and chargersWe have reached out to the consumer stating we only offer reimbursement if we are unable repair or replace the deviceIn the consumers case we were able to source a replacement