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- I have sent the laptop out (after days of waiting for their box, and still not getting it, and having to call in and have them make a label) and will await the payout.Sincerely, *** ***
We are sorry for any delays experienced during the registration process
As it turns out, the delay was due to the warranty initially not being available in our systemUnfortunately, our system may sometimes have issues porting information from resellers and requires some additional steps to locateThe registration on our website should have caught this issue and directed the consumer to contact SquaretradeWhenever this happens, the online registration is not equipped to resolve these types of edge casesWe are currently looking into why the consumer was not prompted to contact us and why our online communication did not direct the consumer in the right directionWe appreciate the consumer's patience and understanding while we resolve this for future consumers
Complaint: ***I am rejecting this response because: they did not address the damaged caused to the screen which did not exist before their tech examined the television Also, I have not received the refund that was promised; it would have been nice to know what account it was refunded to but none of my checking or credit card accounts show a refund for the original warranty So, I am out my warranty, my tv is still not fixed and it was damaged to boot Sincerely,*** ***
We are sorry for any issues the consumer had with their device. SquareTrade runs concurrent with the manufacturer during the first year We always refer the customer to the manufacturer during the first year for service and are willing to step in if the manufacturer denies coverage When the consumer called in to process a claim on their item within the first year they were automatically referred to the manufacturer If the manufacturer is not able to provide coverage the consumer simply needs to submit documentation SquareTrade is also able to reimburse for shipping costs up to $** to the manufacturer
Initial Business Response /* (1000, 6, 2015/07/14) */
We are sorry the consumer had issues with their tablet
Sometimes when a reseller sells a warranty the information about the warranty does not get automatically loaded into our databaseAlthough the warranty is active we cannot file claims
against it unless it shows in our database
The consumer has since been in contact with SquareTrade and the warranty was loaded into our databaseA claim was filed and a repair is being processed
Initial Consumer Rebuttal /* (3000, 8, 2015/07/14) */
I received a call from Square Trade and they sent me an email with a prepaid label to mail the tabletThe case has been handled by ***, Square Trade Team *** xt ***
They received the Tablet on July 10th, they don't have a resolution about the tablet yetApparently they are researching the stage of the device
Mr*** has been very attentive with the case XXXXXXXXXX
Thank you
Final Business Response /* (4000, 16, 2015/07/27) */
We are sorry the consumer has had delays in the repair of their device
The repair facility has the part needed to repair the device and they are working on the repairIf the repair is not done by July we will reimburse the consumer the price of the device
Our 5-day guarantee states that we will repair your device within daysThis repair has exceeded the days and we are refunding the warranty priceThey should receive the refund in - business days
Final Consumer Response /* (4200, 18, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a Phone call from ***, stated everything aboveYet I didn't received the check or a final response about the device, I would like to keep this open until I get a resolution
Thank you
Complaint:***I am rejecting this response because:
Thanks for the apologyIt solves nothingI don't need any further responseI just want others to be aware of this when they look up the company on the Revdex.com website and for the company to have a Revdex.com rating that reflects the many complaint about this companyThere are far more complaints then good reviews and they should not have an A ratingSincerely,*** ***
The item was deemed irreparable by our depot due to parts not being available through our vendors We can assure that all items that can not be repaired are destroyed and discarded with no consumer information being releasedA check has been processed for reimbursement of the item price Our checks are mailed via United States Postal service standard mail not allowing for tracking information to be provided
At this time one of the consumer's ipads is in repair and it is expected to be completed shortlyThe consumer's second ipad was recently returned repaired, and if this is not the case we would request the consumer files a new claim for the item either our online claims center or phone line.Though we have had the items sent into our depot multiple times, the majority of these issues have varied in each claimThe consumer's items do not qualify for an alternative resolution at this point but we appreciate his patience while we work to repair his device
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We at Squaretrade sincerely apologize for any difficulty the consumer experienced
After the consumer's filing of this complaint, representatives of our company and consumer continued correspondence and settled on the resolution of the consumer being reimbursedThe consumer and Squaretrade
agreed to this being a positive result
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***I am rejecting this response because:I have a computer worse that I sent it inThe entire laptop now gets hot, and I did see the recent recall (this unit per HP) is not affectedMore and more things are wrong everydayI get back a laptop that has a scratched off serial number, and a sticker with the "original" serial number as verification that it is mineIf I knew square trade worked as a chop shop for devices, I would have reconsideredDue to the situation, I have no choice but return the laptop to be "fixed" as you call itThis is ridiculous and I cannot believe this is what the company and protection is aboutI want a replacement laptop, or reimbursed the amount paid in full for the one I purchased, that was mutilated by one your repair centers.Sincerely,Kyle ***
Initial Business Response /* (1000, 5, 2015/08/31) */
We are sorry the consumer had issues with their replacement device
We are unable to process replacement phones unless the broken phone is returned with the shipping labels providedThe consumer did not receive a shipping label with their
replacement phone and wanted to have the bad phone sent backThey did so without using any label provided by SquareTradeWe have no record of the phone being received as our systems tracks items sent back to us by the tracking number of the shipping label we providedAlso the consumer sent the phone back with no tracking so we have not been able to track the phone's locationThe consumer should have requested a new shipping label from SquareTrade
Due to the poor response the consumer experienced and SquareTrade's lack of response we are paying out the consumer as they could no longer wait and purchased a replacement phone
We are sorry for any issues the consumer had with their device After reviewing the consumers account it appears there was a delayed response to a request for information from the consumer The information needed has been received and their issue has been resolved
Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize the consumer experienced issues with their deviceThe receipt provided indicates the device was purchased after the warranty.Our Assurance team determined the consumer misrepresented his warrantyAt this time the consumer's
protection plans have been cancelled and he will be issued a full refund for the warranty
We are sorry for any issues the consumer had with their device.The consumer filed a claim on their device which was deemed to be beyond economic repair A reimbursement was processed and sent out on 6/16/*** The consumer contacted SquareTrade and stated they didn't receive the
check A check was resent to the consumer on 7/11/*** SquareTrade has been informed that the consumer did not receive the last check that was sent outAn email has been sent to the consumer requesting an alternate address to mail the check
Our website does allow any consumer to transfer their warranty, but the transfer is only used to exchange ownership of the warranty and update any information that may be incorrectUnfortunately, Updating the device information via the website does not extend or add the device to the warrantyWe apologize if the method which we use to exchange warranty ownership was mistaken for the ability to transfer warranty from one device to anotherBased on all calls received in connection with this warranty, we do see were a SquareTrade representative gave permission or advised that updating the warranty for a different device is possibleUnfortunately, since the warranty expired on ***, we would be unable to offer any support for this warranty or device
We are sorry for any delays experienced during the claim processAccording to our records,, the cause for the initial claim to be delayed was due to the fact that the consumer purchased a warranty on a replacement from the manufacturer. We typically don't cover upgrades on a consumers
item, unless they have supporting documentation. In this case, we've received and confirmed that the warranty is valid (laptop from manufacturer is "new" ) and have honored a claimWe appreciate the consumers patience while we resolved this misunderstanding
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***However, after another contact by the business directly to me, the client since the Revdex.com claim was filed, the business did indeed hold up their end of the warranty and did pay the warranty back to this clientI find that this new resolution is satisfactory to me and the case can be closedSincerely, *** ***
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- I have sent the laptop out (after days of waiting for their box, and still not getting it, and having to call in and have them make a label) and will await the payout.Sincerely, *** ***
We are sorry for any delays experienced during the registration process
As it turns out, the delay was due to the warranty initially not being available in our systemUnfortunately, our system may sometimes have issues porting information from resellers and requires some additional steps to locateThe registration on our website should have caught this issue and directed the consumer to contact SquaretradeWhenever this happens, the online registration is not equipped to resolve these types of edge casesWe are currently looking into why the consumer was not prompted to contact us and why our online communication did not direct the consumer in the right directionWe appreciate the consumer's patience and understanding while we resolve this for future consumers
Complaint: ***I am rejecting this response because: they did not address the damaged caused to the screen which did not exist before their tech examined the television Also, I have not received the refund that was promised; it would have been nice to know what account it was refunded to but none of my checking or credit card accounts show a refund for the original warranty So, I am out my warranty, my tv is still not fixed and it was damaged to boot Sincerely,*** ***
We are sorry for any issues the consumer had with their device. SquareTrade runs concurrent with the manufacturer during the first year We always refer the customer to the manufacturer during the first year for service and are willing to step in if the manufacturer denies coverage When the consumer called in to process a claim on their item within the first year they were automatically referred to the manufacturer If the manufacturer is not able to provide coverage the consumer simply needs to submit documentation SquareTrade is also able to reimburse for shipping costs up to $** to the manufacturer
Initial Business Response /* (1000, 6, 2015/07/14) */
We are sorry the consumer had issues with their tablet
Sometimes when a reseller sells a warranty the information about the warranty does not get automatically loaded into our databaseAlthough the warranty is active we cannot file claims
against it unless it shows in our database
The consumer has since been in contact with SquareTrade and the warranty was loaded into our databaseA claim was filed and a repair is being processed
Initial Consumer Rebuttal /* (3000, 8, 2015/07/14) */
I received a call from Square Trade and they sent me an email with a prepaid label to mail the tabletThe case has been handled by ***, Square Trade Team *** xt ***
They received the Tablet on July 10th, they don't have a resolution about the tablet yetApparently they are researching the stage of the device
Mr*** has been very attentive with the case XXXXXXXXXX
Thank you
Final Business Response /* (4000, 16, 2015/07/27) */
We are sorry the consumer has had delays in the repair of their device
The repair facility has the part needed to repair the device and they are working on the repairIf the repair is not done by July we will reimburse the consumer the price of the device
Our 5-day guarantee states that we will repair your device within daysThis repair has exceeded the days and we are refunding the warranty priceThey should receive the refund in - business days
Final Consumer Response /* (4200, 18, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a Phone call from ***, stated everything aboveYet I didn't received the check or a final response about the device, I would like to keep this open until I get a resolution
Thank you
We are sorry for any issues the consumer had with their device. Looking into to the consumer's account they have received a replacement device
Complaint:***I am rejecting this response because:
Thanks for the apologyIt solves nothingI don't need any further responseI just want others to be aware of this when they look up the company on the Revdex.com website and for the company to have a Revdex.com rating that reflects the many complaint about this companyThere are far more complaints then good reviews and they should not have an A ratingSincerely,*** ***
The item was deemed irreparable by our depot due to parts not being available through our vendors We can assure that all items that can not be repaired are destroyed and discarded with no consumer information being releasedA check has been processed for reimbursement of the item price Our checks are mailed via United States Postal service standard mail not allowing for tracking information to be provided
At this time one of the consumer's ipads is in repair and it is expected to be completed shortlyThe consumer's second ipad was recently returned repaired, and if this is not the case we would request the consumer files a new claim for the item either our online claims center or phone line.Though we have had the items sent into our depot multiple times, the majority of these issues have varied in each claimThe consumer's items do not qualify for an alternative resolution at this point but we appreciate his patience while we work to repair his device
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We at Squaretrade sincerely apologize for any difficulty the consumer experienced
After the consumer's filing of this complaint, representatives of our company and consumer continued correspondence and settled on the resolution of the consumer being reimbursedThe consumer and Squaretrade
agreed to this being a positive result
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***I am rejecting this response because:I have a computer worse that I sent it inThe entire laptop now gets hot, and I did see the recent recall (this unit per HP) is not affectedMore and more things are wrong everydayI get back a laptop that has a scratched off serial number, and a sticker with the "original" serial number as verification that it is mineIf I knew square trade worked as a chop shop for devices, I would have reconsideredDue to the situation, I have no choice but return the laptop to be "fixed" as you call itThis is ridiculous and I cannot believe this is what the company and protection is aboutI want a replacement laptop, or reimbursed the amount paid in full for the one I purchased, that was mutilated by one your repair centers.Sincerely,Kyle ***
Initial Business Response /* (1000, 5, 2015/08/31) */
We are sorry the consumer had issues with their replacement device
We are unable to process replacement phones unless the broken phone is returned with the shipping labels providedThe consumer did not receive a shipping label with their
replacement phone and wanted to have the bad phone sent backThey did so without using any label provided by SquareTradeWe have no record of the phone being received as our systems tracks items sent back to us by the tracking number of the shipping label we providedAlso the consumer sent the phone back with no tracking so we have not been able to track the phone's locationThe consumer should have requested a new shipping label from SquareTrade
Due to the poor response the consumer experienced and SquareTrade's lack of response we are paying out the consumer as they could no longer wait and purchased a replacement phone
We are sorry for any issues the consumer had with their device After reviewing the consumers account it appears there was a delayed response to a request for information from the consumer The information needed has been received and their issue has been resolved
Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize the consumer experienced issues with their deviceThe receipt provided indicates the device was purchased after the warranty.Our Assurance team determined the consumer misrepresented his warrantyAt this time the consumer's
protection plans have been cancelled and he will be issued a full refund for the warranty
We are sorry for any issues the consumer had with their device.The consumer filed a claim on their device which was deemed to be beyond economic repair A reimbursement was processed and sent out on 6/16/*** The consumer contacted SquareTrade and stated they didn't receive the
check A check was resent to the consumer on 7/11/*** SquareTrade has been informed that the consumer did not receive the last check that was sent outAn email has been sent to the consumer requesting an alternate address to mail the check
Our website does allow any consumer to transfer their warranty, but the transfer is only used to exchange ownership of the warranty and update any information that may be incorrectUnfortunately, Updating the device information via the website does not extend or add the device to the warrantyWe apologize if the method which we use to exchange warranty ownership was mistaken for the ability to transfer warranty from one device to anotherBased on all calls received in connection with this warranty, we do see were a SquareTrade representative gave permission or advised that updating the warranty for a different device is possibleUnfortunately, since the warranty expired on ***, we would be unable to offer any support for this warranty or device
We are sorry for any delays experienced during the claim processAccording to our records,, the cause for the initial claim to be delayed was due to the fact that the consumer purchased a warranty on a replacement from the manufacturer. We typically don't cover upgrades on a consumers
item, unless they have supporting documentation. In this case, we've received and confirmed that the warranty is valid (laptop from manufacturer is "new" ) and have honored a claimWe appreciate the consumers patience while we resolved this misunderstanding
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***However, after another contact by the business directly to me, the client since the Revdex.com claim was filed, the business did indeed hold up their end of the warranty and did pay the warranty back to this clientI find that this new resolution is satisfactory to me and the case can be closedSincerely, *** ***