We apologize for any inconvenience that the consumer might have experienced during this process.
Part of Square Trades service to our consumer's revolves around seeking out techs whom are the most qualified and have the best expertise in reference to the consumer's item
In the case of this
consumer he had a specific product which we thought was better service by the manufacturer's themselves
Please keep in mind that our warranty is very specific as it states the following:
ALL OTHER PRODUCTS:
This Protection Plan provides coverage for parts and labor costs to repair or replace Your Product where the problem is the result of a failure caused by:
In essence we cover the above mentioned costs whether the resolution is for the item to be sent to one of our depots or in the even that the item would be better serviced directly with the manufacturer or a similar entity
In either case we cover the costs without questionsThe only difference here is that instead if the item being sent to one of centers for repair the consumer was asked to take it directly to an expert location in his locality and he would be reimbursed for the expenses incurred in fixing the unit as long as it does not exceed the price of the item itself
If the consumer where to find himself in such a situation then we would recommend he call us to explore other resolution options!
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, 2015/07/01) */
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
*** ***
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 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. 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
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
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
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 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 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 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
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 ***
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 any inconvenience that the consumer might have experienced during this process.We cover our consumers for the cost of their item when they pay the warranty cost. The consumer we are dealing with today has a low limit of liability which limits us in reference to what we can
offer the consumer. We attempted to offer the consumer products which were inside his limit of liability which he refusedThe consumer has every right to refuse at which point we moved forward with a payout as our warranty clearly states.The consumer will be reimbursed for the total cost of their item as when first purchasedThis is reason why this consumer paid for this warranty, to be protected for the total cost of their purchased item.We believe that coming to this conclusion will give the consumer the liberty to explore purchasing a new item at his discretion and suitability.What we will not do is refund the purchase price of the warranty since they are now benefiting from their wise decision of purchasing such a warrantyA warranty which if they did not buy would have left them with an expensive non working item to which the only solution would've equated to considerable out of pocket cost for the consumer.In the end we have done what we promised our customers we would do and that is to make sure they are protected for the cost of their item!
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
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
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
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 apologize for any inconvenience that the consumer might have experienced during this process.
Part of Square Trades service to our consumer's revolves around seeking out techs whom are the most qualified and have the best expertise in reference to the consumer's item
In the case of this
consumer he had a specific product which we thought was better service by the manufacturer's themselves
Please keep in mind that our warranty is very specific as it states the following:
ALL OTHER PRODUCTS:
This Protection Plan provides coverage for parts and labor costs to repair or replace Your Product where the problem is the result of a failure caused by:
In essence we cover the above mentioned costs whether the resolution is for the item to be sent to one of our depots or in the even that the item would be better serviced directly with the manufacturer or a similar entity
In either case we cover the costs without questionsThe only difference here is that instead if the item being sent to one of centers for repair the consumer was asked to take it directly to an expert location in his locality and he would be reimbursed for the expenses incurred in fixing the unit as long as it does not exceed the price of the item itself
If the consumer where to find himself in such a situation then we would recommend he call us to explore other resolution options!
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, 2015/07/01) */
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
*** ***
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 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. 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
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
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
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 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 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 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
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 ***
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 any inconvenience that the consumer might have experienced during this process.We cover our consumers for the cost of their item when they pay the warranty cost. The consumer we are dealing with today has a low limit of liability which limits us in reference to what we can
offer the consumer. We attempted to offer the consumer products which were inside his limit of liability which he refusedThe consumer has every right to refuse at which point we moved forward with a payout as our warranty clearly states.The consumer will be reimbursed for the total cost of their item as when first purchasedThis is reason why this consumer paid for this warranty, to be protected for the total cost of their purchased item.We believe that coming to this conclusion will give the consumer the liberty to explore purchasing a new item at his discretion and suitability.What we will not do is refund the purchase price of the warranty since they are now benefiting from their wise decision of purchasing such a warrantyA warranty which if they did not buy would have left them with an expensive non working item to which the only solution would've equated to considerable out of pocket cost for the consumer.In the end we have done what we promised our customers we would do and that is to make sure they are protected for the cost of their item!
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
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
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
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,*** ***