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 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 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, 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 has had with their device. According to the consumer's statement given to the Revdex.com, their device has been problematic since the orignial date of purchaseAs stated in their service agreement, any issues occurring since the original purchase
date would render the item ineligible for coverage, due to a pre-existing conditionDue to the pre-existing time we would not be able to provide any further assistance in resolving the consumers issue
We are sorry for any issue the consumer experienced with their device.Under the terms and conditions of your SquareTrade Protection Plan, we state we will "Provide a new or refurbished product of equal features and functionality"The replacement TV chosen by Squaretrade is comparable to the
original TVPlease note that while providing a replacement, we do not attempt to match the price of the original television, since prices change over time and so does the depreciated value of your original televisionSince we have provided a replacement television of equal features and functionality, the remaining resolutions available would be the replacement TV or a full refund and cancellation of the warranty
Initial Business Response /* (1000, 5, 2015/11/13) */
We apologize that the consumer experienced issues with their device
Our records indicate your complaint has been resolved by a Resolution Team specialist
The check has been processed and sent the the consumer
Initial Consumer Rebuttal
/* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive all my monies refunded, even thou I had to speak and email the resolution representative (which the only way I could find an number for the American Home office was via a Yelp Review) numerous times I just want all of my money back so I can be done with the customer service nightmareThis has been going on since November 9,and today is 11/18/I have done everything I was suppose to do, this company is just terrible in resolving their issues
Final Business Response /* (4000, 15, 2015/12/07) */
Squaretrade Accounting team confirmed the consumer was paid out on November 23rdThe consumer has been emailed the transaction number & confirmation of the payout
Final Consumer Response /* (4200, 17, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never received an email with a transaction code or a reply about this Revdex.com Complaint from SquareTrade
We are sorry for any issues the consumer had with their deviceWith the consumers warranty being expired no updates would be reflected to the online accountThe consumers check for reimbursement was processed on 5/31/*** We ask consumers to allow 7-business days for delivery
We are sorry for any issues the consumer had with their device.When filing a claim for a laptop, a copy of the receipt is required to complete the claimThe receipt sent in, was not for the laptop.We have reached out to the consumer and left a voicemail informing him to send in the receipt for the
laptopAfter the documentation is received, we will proceed with filing a claim
Initial Business Response /* (1000, 5, 2015/08/07) */
We are sorry the consumer had issues with their device
In terms of the blacklisted phones being shipped to the consumer we are addressing the issue with our supplier so that we don't have useless phones shipped to our customersWe do not have
access to the carrier database so we cannot access the information the carrier hasAlthough the consumer was told the phone was "stolen" it could have been a number of circumstances that would put the phone on a blacklistWe are working with our provider and the carrier to see is we can find out if the carrier has blacklisted a phone before we send it to our customers
There was a delay in our accounting department and we are processing the payment by sending it overnightThe consumer should receive the check by 7/
We have spoken to the consumer to let them know how we are sending these funds
We have refunded the deductible to the customer and as a courtesy for the delays they experienced we also refunded the warranty
Initial Business Response /* (1000, 6, 2016/02/18) */
We apologize for the issue the consumer experienced with their deviceAccounting has been contacted to verify if the check was cashedOnce confirmed the check will be voided & re-issued
Initial Consumer Rebuttal /* (3000, 8, 2016/02/19)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
There was never a check sent, how can it be cashed?? I will wait paitently to see if a check will be sent
Final Business Response /* (4000, 18, 2016/03/14) */
We have contacted the customer & confirmed the check has been receivedAt this time the complaint is resolved
Final Consumer Response /* (4200, 20, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no check received for the claim at handI have not been in contact with SquareTrade since filing dispute with Revdex.comAnd I have received no email from Squaretrade about the issue
Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the issue the consumer experienced with their device
At this time the consumer's case is being handled by the Assurance teamThe consumer can expect to receive a follconcerning their case with 24-hrsAt that point
we will also update the Revdex.com response
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the company, they would contact me within 24-hours from 01/27/It has been hours and they have not called meAdditionally, this is the exact same response that I have received from members of their claims department over the last month during several calls I made to the companyNo one from the company has ever called me backShortly after I received the email from the Revdex.com with the company's listed response of planning to contact me within hr, I did receive two emails from SquareTradeEach email was an Amazon Gift CardAlthough this amount was clearly well below what I had requested for the value of my replacement phone and I was not sure why there were two cards with rather random values associated with them, I decided given the difficulty of dealing with this company, I would cut my losses, claim the gift cards and accept this "compromise." To my dismay, when I attempted to claim the gift cards through Amazon's website, both had been previously claimedI can only presume that these were the gift card emails that were sent for the fraudulent claims and perhaps they were re-sendingI have no idea what to think at this point other than SquareTrade does not honor its claims that it will call its customers to resolve problems, nor do these seem to have any clue what is going on despite my calling them at least times and describing my circumstance each timeI will not be dealing any further with this company unless they reimburse me the $less my deductible for the cost of my phone replacement
Final Business Response /* (4000, 9, 2016/02/15) */
The consumer stated someone changed their email address and filed two authorized claims on their accountIn order to file the claims someone would have to know the login credentials to access the accountThe consumer is responsible for making sure their login credentials are kept secureThe consumer's warranty was cancelled for non-payment so no claim was ever filed or approved for his deviceThe consumer replaced his device outside of the warranty termsSquaretrade is not responsible for replacing the device outside of the warranty
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry the consumer had an issue with their phone
The purchase receipt clearly states that the phone was "blacklisted"This is a condition where the carrier does not allow the phone to be connected to their networkThis is also a
condition that would invalidate the warranty
The consumer states in their complaint that they informed them that, "The motherboard is going bad" by the shop, which indicates there was not completed repairIf the warranty was valid we still would not reimburse a consumer for diagnostics that does not result in a repair
The consumer did call to let us know that the phone was sent back to the seller and no longer in their possession
The email that states that "Your receipt has been successfully submitted!" refers to the purchase receipt of the itemThe consumer attached the receipt from the shop to the purchase confirmation receipt
The specialist that told the customer to have it repaired at a local shop was indicating to the consumer one of the options available for repairNo claim was ever approved to have the phone repaired
We did refund the customer what they paid for the warranty as it is no longer valid
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concernsThe consumer needs only to reply back to that email that was sent to them
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I first contacted the company regarding the phone having a problemThe representative ask me to give him the imei #After I did, He never informed me that the phone was on the blacklist and that's void the warrantyA day latter, someone from the company told me to go have have the phone repair and they will reimburse the costSo, I did and after I picked up the phoneNever did they tell me about the blacklistThey told me to submit them the receipt for the repair shopI did
After I submitted the receipt, that's when I heard from them regarding the blacklistAt that point, that's when they told me they were going to refund me the warranty price; instead of the repair receipt
Furthermore, the company inform me that I needed to called eBay to have them to open a case against the seller to obtain a refund of the phone purchaseOn the date of the purchase, the phone receipt from eBay does say blacklisted, but I have the option to obtain a warrant thought SquareTrade and I did
When I gave Square trade the imei #, they failed to inform me that the phone is blacklist but wanted to keep the phone under the warranty
Facts
When I first called, I gave SquareTrade the imei #, proof of the purchase from eBay and the purchase of the warranty too wish say blacklisted
I was never informed that the warranty will not cover the phone because of the blacklisted
The phone was working okay until after days and more have passed *** the purchased date
When a representative called me back, I was told to have the phone repair after I gave them all the information they asked for( name, address, email address, phone number,etc)
Again, they asked me for the imei # and the proof of the repair bill, but never informed about the blacklisted until after I submitted the $Receipt
I still have all the emails from SquareTrade (I can submit as proof), never did they email saying it blacklisted until the end
I rejected it because I was told to have it repair when they have a copy saying blacklisted phone but I lost $
When I submitted the $receipt, they did not tell me again about the blacklist but told me I could have it credit on my paypal account
Final Business Response /* (4000, 15, 2015/09/03) */
According to our records an email was sent to the consumer on 7/
We are having the assurance team send the consumer another email so they will have the contact information to have their questions answered
Final Consumer Response /* (4200, 17, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This Revdex.com case was opened on 8-21-15, and anything that Square Trade has emailed me before I filed this case is not helping me to resolve this matterI have already follow those step and it has ended me to a dead end with Square TradeI need a refund for the repair receipt I have submitted for $145, but will settle this matter for $
Complaint: ***I am rejecting this response because:
Squaretrade is not being honest with me for the following reasons:
Squaretrade claims" We again repaired the device replacing several components and confirmed 100% functionality." This statement is only partially trueI filed the last claim during November of *** because I was experiencing issues with the deviceWhile one issue was fixed, the charging port was not repairedWhen I received the item I called right away and brought to their attention that this item is only partially fixedThey asked to have this item returned so the issue can be examined againA few days later I was told that they determined that this charging port works partially (when the charging cable is held to a certain degree) and it has some life leftThey advised me to contact them again when the port is completely irresponsiveThey assured me that since the warranty on this device is valid till April of ***, it would be ok to have it fixed if something goes wrong with this deviceI was never told that according to some “behind the scenes accounting”, I had exhausted the warranty already since the last claimReluctantly, I accepted their statement and asked them to send the item without any repairs performedAfter months this same charging port went from being partially working to completely deadNow when I called squaretrade, I am told that my warranty is no longer valid since I exhausted a "behind the scenes budget"
Squaretrade claims “At this point the consumer had exhausted his limit of liability for this device and his warranty completed”
However, I was completely in the dark till I called them last week that my actual warranty end date is not April *** but it had expired in ***(the date of last claim)
I request that they perform the repairs that they should have done in November of *** and replace the charging port
Sincerely,*** ***
Complaint:***I am rejecting this response because:
Revdex.com,
I am unable to update complaint *** on the website
Today we received a check in the amount of $from Square Trade. This is the cost of the warranty only and not the cost of the TV. This is not what we agreed and is not acceptable. Please help us!
Regards,
Dameon***
Sincerely,Dameon *** *** ***
Complaint: ***I am rejecting this response because:
Just got off the phone with them and they refused to refund my contract amount of 159.98. Spoke with an Eddie. Asked him for a customer service or operator # and he said he could not give it to me. Please reopen this complaint and advise on the next steps. Thanks
Be Profitable,
Steven ***
We are sorry for any issues the consumer had with their device. When a device arrives back to the consumer damaged in transit, they are able to send it back to SquareTrade to be repaired.SquareTrade has been in contact with the consumer to have the device repaired
Complaint:***I am rejecting this response because:
The affidavit they are asking me to sign does not include an amount that will they are allegedly going to reimburse to me. I told them before I filed this complaint that I will NOT sign the Affidavit unless it indicates the specific amount that they intend to reimburse me. If they had responded to my emails to indicate a specific amount they intend to "reimburse" we would not have been discussing this with the Revdex.com. I can accept the fact they will not refund the $for the worthless warranty they offer, but I will not sign an affidavit for the reimbursement unless it indicates the amount they intend to send me specifically.
Sincerely,Ryan ***
We apologize for any inconvenience that the consumer might have experienced during this process. As of today 02/07/we have reached out to the consumer and have made on offer composed of several possible solutions to their situationWe are confident that this will address the consumers
issue and bring this complaint to a amicable close
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 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 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, 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 has had with their device. According to the consumer's statement given to the Revdex.com, their device has been problematic since the orignial date of purchaseAs stated in their service agreement, any issues occurring since the original purchase
date would render the item ineligible for coverage, due to a pre-existing conditionDue to the pre-existing time we would not be able to provide any further assistance in resolving the consumers issue
We are sorry the consumer had issues with their device.The item has been repaired and is currently in transit back to the consumer
We are sorry for any issue the consumer experienced with their device.Under the terms and conditions of your SquareTrade Protection Plan, we state we will "Provide a new or refurbished product of equal features and functionality"The replacement TV chosen by Squaretrade is comparable to the
original TVPlease note that while providing a replacement, we do not attempt to match the price of the original television, since prices change over time and so does the depreciated value of your original televisionSince we have provided a replacement television of equal features and functionality, the remaining resolutions available would be the replacement TV or a full refund and cancellation of the warranty
Initial Business Response /* (1000, 5, 2015/11/13) */
We apologize that the consumer experienced issues with their device
Our records indicate your complaint has been resolved by a Resolution Team specialist
The check has been processed and sent the the consumer
Initial Consumer Rebuttal
/* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive all my monies refunded, even thou I had to speak and email the resolution representative (which the only way I could find an number for the American Home office was via a Yelp Review) numerous times I just want all of my money back so I can be done with the customer service nightmareThis has been going on since November 9,and today is 11/18/I have done everything I was suppose to do, this company is just terrible in resolving their issues
Final Business Response /* (4000, 15, 2015/12/07) */
Squaretrade Accounting team confirmed the consumer was paid out on November 23rdThe consumer has been emailed the transaction number & confirmation of the payout
Final Consumer Response /* (4200, 17, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never received an email with a transaction code or a reply about this Revdex.com Complaint from SquareTrade
We are sorry for any issues the consumer had with their deviceWith the consumers warranty being expired no updates would be reflected to the online accountThe consumers check for reimbursement was processed on 5/31/*** We ask consumers to allow 7-business days for delivery
We are sorry for any issues the consumer had with their device.When filing a claim for a laptop, a copy of the receipt is required to complete the claimThe receipt sent in, was not for the laptop.We have reached out to the consumer and left a voicemail informing him to send in the receipt for the
laptopAfter the documentation is received, we will proceed with filing a claim
Initial Business Response /* (1000, 5, 2015/08/07) */
We are sorry the consumer had issues with their device
In terms of the blacklisted phones being shipped to the consumer we are addressing the issue with our supplier so that we don't have useless phones shipped to our customersWe do not have
access to the carrier database so we cannot access the information the carrier hasAlthough the consumer was told the phone was "stolen" it could have been a number of circumstances that would put the phone on a blacklistWe are working with our provider and the carrier to see is we can find out if the carrier has blacklisted a phone before we send it to our customers
There was a delay in our accounting department and we are processing the payment by sending it overnightThe consumer should receive the check by 7/
We have spoken to the consumer to let them know how we are sending these funds
We have refunded the deductible to the customer and as a courtesy for the delays they experienced we also refunded the warranty
Initial Business Response /* (1000, 6, 2016/02/18) */
We apologize for the issue the consumer experienced with their deviceAccounting has been contacted to verify if the check was cashedOnce confirmed the check will be voided & re-issued
Initial Consumer Rebuttal /* (3000, 8, 2016/02/19)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
There was never a check sent, how can it be cashed?? I will wait paitently to see if a check will be sent
Final Business Response /* (4000, 18, 2016/03/14) */
We have contacted the customer & confirmed the check has been receivedAt this time the complaint is resolved
Final Consumer Response /* (4200, 20, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no check received for the claim at handI have not been in contact with SquareTrade since filing dispute with Revdex.comAnd I have received no email from Squaretrade about the issue
Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the issue the consumer experienced with their device
At this time the consumer's case is being handled by the Assurance teamThe consumer can expect to receive a follconcerning their case with 24-hrsAt that point
we will also update the Revdex.com response
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the company, they would contact me within 24-hours from 01/27/It has been hours and they have not called meAdditionally, this is the exact same response that I have received from members of their claims department over the last month during several calls I made to the companyNo one from the company has ever called me backShortly after I received the email from the Revdex.com with the company's listed response of planning to contact me within hr, I did receive two emails from SquareTradeEach email was an Amazon Gift CardAlthough this amount was clearly well below what I had requested for the value of my replacement phone and I was not sure why there were two cards with rather random values associated with them, I decided given the difficulty of dealing with this company, I would cut my losses, claim the gift cards and accept this "compromise." To my dismay, when I attempted to claim the gift cards through Amazon's website, both had been previously claimedI can only presume that these were the gift card emails that were sent for the fraudulent claims and perhaps they were re-sendingI have no idea what to think at this point other than SquareTrade does not honor its claims that it will call its customers to resolve problems, nor do these seem to have any clue what is going on despite my calling them at least times and describing my circumstance each timeI will not be dealing any further with this company unless they reimburse me the $less my deductible for the cost of my phone replacement
Final Business Response /* (4000, 9, 2016/02/15) */
The consumer stated someone changed their email address and filed two authorized claims on their accountIn order to file the claims someone would have to know the login credentials to access the accountThe consumer is responsible for making sure their login credentials are kept secureThe consumer's warranty was cancelled for non-payment so no claim was ever filed or approved for his deviceThe consumer replaced his device outside of the warranty termsSquaretrade is not responsible for replacing the device outside of the warranty
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry the consumer had an issue with their phone
The purchase receipt clearly states that the phone was "blacklisted"This is a condition where the carrier does not allow the phone to be connected to their networkThis is also a
condition that would invalidate the warranty
The consumer states in their complaint that they informed them that, "The motherboard is going bad" by the shop, which indicates there was not completed repairIf the warranty was valid we still would not reimburse a consumer for diagnostics that does not result in a repair
The consumer did call to let us know that the phone was sent back to the seller and no longer in their possession
The email that states that "Your receipt has been successfully submitted!" refers to the purchase receipt of the itemThe consumer attached the receipt from the shop to the purchase confirmation receipt
The specialist that told the customer to have it repaired at a local shop was indicating to the consumer one of the options available for repairNo claim was ever approved to have the phone repaired
We did refund the customer what they paid for the warranty as it is no longer valid
Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concernsThe consumer needs only to reply back to that email that was sent to them
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I first contacted the company regarding the phone having a problemThe representative ask me to give him the imei #After I did, He never informed me that the phone was on the blacklist and that's void the warrantyA day latter, someone from the company told me to go have have the phone repair and they will reimburse the costSo, I did and after I picked up the phoneNever did they tell me about the blacklistThey told me to submit them the receipt for the repair shopI did
After I submitted the receipt, that's when I heard from them regarding the blacklistAt that point, that's when they told me they were going to refund me the warranty price; instead of the repair receipt
Furthermore, the company inform me that I needed to called eBay to have them to open a case against the seller to obtain a refund of the phone purchaseOn the date of the purchase, the phone receipt from eBay does say blacklisted, but I have the option to obtain a warrant thought SquareTrade and I did
When I gave Square trade the imei #, they failed to inform me that the phone is blacklist but wanted to keep the phone under the warranty
Facts
When I first called, I gave SquareTrade the imei #, proof of the purchase from eBay and the purchase of the warranty too wish say blacklisted
I was never informed that the warranty will not cover the phone because of the blacklisted
The phone was working okay until after days and more have passed *** the purchased date
When a representative called me back, I was told to have the phone repair after I gave them all the information they asked for( name, address, email address, phone number,etc)
Again, they asked me for the imei # and the proof of the repair bill, but never informed about the blacklisted until after I submitted the $Receipt
I still have all the emails from SquareTrade (I can submit as proof), never did they email saying it blacklisted until the end
I rejected it because I was told to have it repair when they have a copy saying blacklisted phone but I lost $
When I submitted the $receipt, they did not tell me again about the blacklist but told me I could have it credit on my paypal account
Final Business Response /* (4000, 15, 2015/09/03) */
According to our records an email was sent to the consumer on 7/
We are having the assurance team send the consumer another email so they will have the contact information to have their questions answered
Final Consumer Response /* (4200, 17, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This Revdex.com case was opened on 8-21-15, and anything that Square Trade has emailed me before I filed this case is not helping me to resolve this matterI have already follow those step and it has ended me to a dead end with Square TradeI need a refund for the repair receipt I have submitted for $145, but will settle this matter for $
Complaint: ***I am rejecting this response because:
Squaretrade is not being honest with me for the following reasons:
Squaretrade claims" We again repaired the device replacing several components and confirmed 100% functionality." This statement is only partially trueI filed the last claim during November of *** because I was experiencing issues with the deviceWhile one issue was fixed, the charging port was not repairedWhen I received the item I called right away and brought to their attention that this item is only partially fixedThey asked to have this item returned so the issue can be examined againA few days later I was told that they determined that this charging port works partially (when the charging cable is held to a certain degree) and it has some life leftThey advised me to contact them again when the port is completely irresponsiveThey assured me that since the warranty on this device is valid till April of ***, it would be ok to have it fixed if something goes wrong with this deviceI was never told that according to some “behind the scenes accounting”, I had exhausted the warranty already since the last claimReluctantly, I accepted their statement and asked them to send the item without any repairs performedAfter months this same charging port went from being partially working to completely deadNow when I called squaretrade, I am told that my warranty is no longer valid since I exhausted a "behind the scenes budget"
Squaretrade claims “At this point the consumer had exhausted his limit of liability for this device and his warranty completed”
However, I was completely in the dark till I called them last week that my actual warranty end date is not April *** but it had expired in ***(the date of last claim)
I request that they perform the repairs that they should have done in November of *** and replace the charging port
Sincerely,*** ***
Complaint:***I am rejecting this response because:
Revdex.com,
I am unable to update complaint *** on the website
Today we received a check in the amount of $from Square Trade. This is the cost of the warranty only and not the cost of the TV. This is not what we agreed and is not acceptable. Please help us!
Regards,
Dameon***
Sincerely,Dameon *** *** ***
Complaint: ***I am rejecting this response because:
Just got off the phone with them and they refused to refund my contract amount of 159.98. Spoke with an Eddie. Asked him for a customer service or operator # and he said he could not give it to me. Please reopen this complaint and advise on the next steps. Thanks
Be Profitable,
Steven ***
We are sorry for any issues the consumer had with their device. When a device arrives back to the consumer damaged in transit, they are able to send it back to SquareTrade to be repaired.SquareTrade has been in contact with the consumer to have the device repaired
Complaint:***I am rejecting this response because:
The affidavit they are asking me to sign does not include an amount that will they are allegedly going to reimburse to me. I told them before I filed this complaint that I will NOT sign the Affidavit unless it indicates the specific amount that they intend to reimburse me. If they had responded to my emails to indicate a specific amount they intend to "reimburse" we would not have been discussing this with the Revdex.com. I can accept the fact they will not refund the $for the worthless warranty they offer, but I will not sign an affidavit for the reimbursement unless it indicates the amount they intend to send me specifically.
Sincerely,Ryan ***
We apologize for any inconvenience that the consumer might have experienced during this process. As of today 02/07/we have reached out to the consumer and have made on offer composed of several possible solutions to their situationWe are confident that this will address the consumers
issue and bring this complaint to a amicable close