Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with receiving their reimbursement
For some reason our system did not process the payment properlyThis caused the delay in the consumer receiving their reimbursementWe reprocessed the payment and it was
processed and is being shipped to consumerThey should receive the reimbursement by September
Due to the delay and poor response the consumer experienced we are also refunding them the cost of the warranty
We have contacted the consumer and they are aware of these payments
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because:The original address of *** *** * *** ** was a sufficient address I receive mail everyday at that exact address But after Square Trade insisted this was an undeliverable address, I provided them, through email on 8-1-*** with a home address rather than business address, see attachmentI was advised by Shawn at Square Trade to send the new address through email Once again it is days later and we still have no check and the issued has not been resolved in the manner they said it would be Just playing games and holding on to our money Sincerely,*** ***
Complaint: ***I am rejecting this response because: Squaretrade owes me a phone. If an agent was able to use *** to instantly find a replacement, and encourage me to take the reimbursement to purchase the *** *** *, I'm sure that any employee can do the same. I did not waste my time contacting Squaretrade for a reimbursement. An apology does not replace a broken phone. If customer satisfaction is Squaretrade's priority, then finding a replacement shouldn't be a problem; especially since this company has completely neglected my case for over a month and a half. Restitution is in order.Sincerely,*** ***
We apologize for the inconveniences the consumer experienced.While researching the account we show that we are in the process of reimbursing for the diagnostics and the cost of the item however taxes are not covered under our agreement.Per our Terms and Conditions"Your item is covered for up to its
full replacement cost, excluding tax & shipping."
We are sorry for any issues the consumer had with their device. Before a technician can be sent out to the consumer's home for repairs, trouble shooting their device over the phone is necessary, to diagnose their issue Once trouble shooting is completed, parts can be ordered and a
technician can be scheduled to install required parts. We have reached out to the customer again on *** and left a voice mail, advising to contact us to trouble shoot their device
Initial Business Response /* (1000, 5, 2015/07/30) */
We resolved the complaint on 7/with the consumerI am forwarding you the approval email
Don't miss important emails from SquareTradeAdd ***@squaretrade.com to your address book
Claim Number XXXXXXXXXXXX
Dear Pj,
Congrats! Your claim is approved, and you're eligible to receive a payment of $Here's what you need to do before we can release your payment:
Your item will not be returned to youAny data not backed up will be lost
Use a sturdy box and bubble wrap to pack your itemPack only your item, its battery, and its charger/AC adapter
Click here
to print your free
FedEx shipping label, attach it to the box, and ship your item to us
Once your item has been verified, we'll release your payment (can take up to business days)If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help
Sincerely,
The SquareTrade Team
ref:_00D306mMq._XXXXXr7WMa:ref
We apologize for any inconvenience and at this time we have requested additional information from the consumer so we can have the policy cancelled and refundedThough the consumer previously provided us a the receipt, it was a reprinted copy that was missing essential details that are used to register the consumer's policyThis is why we are having difficulty cancelling the consumer's policy and we're actively working to correct the issue
We apologize for any inconvenience that the consumer might have experienced during this process. We have requested for a check to be sent out to the consumer for the disputed amount in question.The consumer should be receiving a check in a matter of days with the amount she has requested!
Squaretrade apologizes if the consumer experienced difficulty with our online claims process
Whenever a consumer experiences difficulty with our online system, we like to recommend the consumer contact our claims departmentSome issues which may be more difficult to describe could be
misinterpreted by our online system and may require an agent to assistThis department is open 24/to assist the consumer with whatever difficulty they are experiencing with their claim, and since the filing of this complaint one of our agents has emailed the consumer our contact phone number
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI received a check after three supposed attempts, but the check was $*** less than I was told I would receiveI was told I would receive a check for $**I am still upset that I have waited this long and they still give me the incorrect refund amount
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. Thank you for your help and assistance with my complaint. I am extremely grateful for the hard work your extend on my behalf and all consumers who at times need your assistance. Thanks again.Sincerely, *** ***
We are sorry for any issues the consumer experienced with their device
Our depots aim to provide quality service repairs and unfortunately, this means we rely on the product manufacturer for quality partsThis process, depending on the product, can include varying repair timeframes
for some consumersDue to this, the part availability changed a few times increasing the overall repair scheduleSquareTrade has decided to make an exception and reimburse the consumer for the full purchase price of the laptopWe appreciate the consumer for bringing this to out attention and will be in communication to ensure a smooth resolution
We are sorry for any delays experienced during the reimbursement process.According to our records, the original reimbursement was sent ***Since the consumer has stated they have not received that check, a replacement check was re-issued on *** We appreciate the consumers patience and understanding while we resolve this issue
We are sorry for any issues the consumer had while attempting to redeem their discount code.After reviewing the consumer's emails with SquareTrade, it appears that the incorrect coupon codes were generated At that time, we offered a coupon code based on dollar amount as well as
percentage. We have sent the consumer two coupon codes for **% off their next warranty purchases
Initial Business Response /* (1000, 10, 2015/08/11) */
We have already been in contact with the consumer and have resolved their concernsDeductible was refunded and warranty was cancelled
Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize that the consumer is experiencing issues with their device
The consumer has been contacted by phone & email to address her concerns
At this time we are awaiting on a reply to move forward
Hello,We apologize for the difficulty experienced in this claimAfter review the consumers issue has been addressed, the consumer was educated on why we can not return the item and why we made determination for resolutionThe consumer was OK with resolution and understood
We apologize for any inconvenience that the consumer might have experienced during this process
As of this morning on 03/14/the consumer was sent a email from our office detailing the amount of the refund that they will receive once the affidavit is signed
If the customer has any further questions in reference to this matter we invite them to call *** and speak with one of our qualified agents!
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
This complaint is settled!
Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had delays in the return of their device
We do not know why the device was not deliveredAccording to the shipping company they made numerous attempts to contact the consumer to arrange for deliveryThey are
returning the unit to the repair depotOnce the depot receives the unit they will ship it overnight to the consumer
Due to the delay we are refunding the warranty price to the consumer
Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with receiving their reimbursement
For some reason our system did not process the payment properlyThis caused the delay in the consumer receiving their reimbursementWe reprocessed the payment and it was
processed and is being shipped to consumerThey should receive the reimbursement by September
Due to the delay and poor response the consumer experienced we are also refunding them the cost of the warranty
We have contacted the consumer and they are aware of these payments
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because:The original address of *** *** * *** ** was a sufficient address I receive mail everyday at that exact address But after Square Trade insisted this was an undeliverable address, I provided them, through email on 8-1-*** with a home address rather than business address, see attachmentI was advised by Shawn at Square Trade to send the new address through email Once again it is days later and we still have no check and the issued has not been resolved in the manner they said it would be Just playing games and holding on to our money Sincerely,*** ***
Complaint: ***I am rejecting this response because: Squaretrade owes me a phone. If an agent was able to use *** to instantly find a replacement, and encourage me to take the reimbursement to purchase the *** *** *, I'm sure that any employee can do the same. I did not waste my time contacting Squaretrade for a reimbursement. An apology does not replace a broken phone. If customer satisfaction is Squaretrade's priority, then finding a replacement shouldn't be a problem; especially since this company has completely neglected my case for over a month and a half. Restitution is in order.Sincerely,*** ***
We apologize for the inconveniences the consumer experienced.While researching the account we show that we are in the process of reimbursing for the diagnostics and the cost of the item however taxes are not covered under our agreement.Per our Terms and Conditions"Your item is covered for up to its
full replacement cost, excluding tax & shipping."
We are sorry for any issues the consumer had with their device. Before a technician can be sent out to the consumer's home for repairs, trouble shooting their device over the phone is necessary, to diagnose their issue Once trouble shooting is completed, parts can be ordered and a
technician can be scheduled to install required parts. We have reached out to the customer again on *** and left a voice mail, advising to contact us to trouble shoot their device
Initial Business Response /* (1000, 5, 2015/07/30) */
We resolved the complaint on 7/with the consumerI am forwarding you the approval email
Don't miss important emails from SquareTradeAdd ***@squaretrade.com to your address book
Claim Number XXXXXXXXXXXX
Dear Pj,
Congrats! Your claim is approved, and you're eligible to receive a payment of $Here's what you need to do before we can release your payment:
Your item will not be returned to youAny data not backed up will be lost
Use a sturdy box and bubble wrap to pack your itemPack only your item, its battery, and its charger/AC adapter
Click here
to print your free
FedEx shipping label, attach it to the box, and ship your item to us
Once your item has been verified, we'll release your payment (can take up to business days)If you have questions or want to schedule a call with one of our specialists, just visit squaretrade.com/help
Sincerely,
The SquareTrade Team
ref:_00D306mMq._XXXXXr7WMa:ref
We apologize for any inconvenience and at this time we have requested additional information from the consumer so we can have the policy cancelled and refundedThough the consumer previously provided us a the receipt, it was a reprinted copy that was missing essential details that are used to register the consumer's policyThis is why we are having difficulty cancelling the consumer's policy and we're actively working to correct the issue
We apologize for any inconvenience that the consumer might have experienced during this process. We have requested for a check to be sent out to the consumer for the disputed amount in question.The consumer should be receiving a check in a matter of days with the amount she has requested!
Squaretrade apologizes if the consumer experienced difficulty with our online claims process
Whenever a consumer experiences difficulty with our online system, we like to recommend the consumer contact our claims departmentSome issues which may be more difficult to describe could be
misinterpreted by our online system and may require an agent to assistThis department is open 24/to assist the consumer with whatever difficulty they are experiencing with their claim, and since the filing of this complaint one of our agents has emailed the consumer our contact phone number
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI received a check after three supposed attempts, but the check was $*** less than I was told I would receiveI was told I would receive a check for $**I am still upset that I have waited this long and they still give me the incorrect refund amount
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. Thank you for your help and assistance with my complaint. I am extremely grateful for the hard work your extend on my behalf and all consumers who at times need your assistance. Thanks again.Sincerely, *** ***
We are sorry for any issues the consumer experienced with their device
Our depots aim to provide quality service repairs and unfortunately, this means we rely on the product manufacturer for quality partsThis process, depending on the product, can include varying repair timeframes
for some consumersDue to this, the part availability changed a few times increasing the overall repair scheduleSquareTrade has decided to make an exception and reimburse the consumer for the full purchase price of the laptopWe appreciate the consumer for bringing this to out attention and will be in communication to ensure a smooth resolution
We are sorry for any delays experienced during the reimbursement process.According to our records, the original reimbursement was sent ***Since the consumer has stated they have not received that check, a replacement check was re-issued on *** We appreciate the consumers patience and understanding while we resolve this issue
We are sorry for any issues the consumer had while attempting to redeem their discount code.After reviewing the consumer's emails with SquareTrade, it appears that the incorrect coupon codes were generated At that time, we offered a coupon code based on dollar amount as well as
percentage. We have sent the consumer two coupon codes for **% off their next warranty purchases
Initial Business Response /* (1000, 10, 2015/08/11) */
We have already been in contact with the consumer and have resolved their concernsDeductible was refunded and warranty was cancelled
Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize that the consumer is experiencing issues with their device
The consumer has been contacted by phone & email to address her concerns
At this time we are awaiting on a reply to move forward
Hello,We apologize for the difficulty experienced in this claimAfter review the consumers issue has been addressed, the consumer was educated on why we can not return the item and why we made determination for resolutionThe consumer was OK with resolution and understood
We apologize for any inconvenience that the consumer might have experienced during this process
As of this morning on 03/14/the consumer was sent a email from our office detailing the amount of the refund that they will receive once the affidavit is signed
If the customer has any further questions in reference to this matter we invite them to call *** and speak with one of our qualified agents!
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
This complaint is settled!
Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had delays in the return of their device
We do not know why the device was not deliveredAccording to the shipping company they made numerous attempts to contact the consumer to arrange for deliveryThey are
returning the unit to the repair depotOnce the depot receives the unit they will ship it overnight to the consumer
Due to the delay we are refunding the warranty price to the consumer