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 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
We are sorry for any confusion experienced during the claim process
The consumer was given the option to either proceed with the repairs at the local shop or ship the device in for repairsUnfortunately, Squaretrade provides instructions for data backup and does not reimburse for that
serviceAn exception was made and we have approved the payout for the unitAll instructions and conditions have been emailed to the consumer
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, *** ***
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 apologize if the consumer feels as though we misinterpreted his previous complaintSquaretrade has not been provided enough information in order to properly address the issue, as the customer is asking for a pin that our company is not responsible forSmartguard is a separate warranty company and is in no way associated with Squaretrade.
We have previously emailed the consumer in order to acquire more details (on 1/10/18) and received no response, and we provided the consumer our customer service number because it was specifically requestedWithout being provided the clarifying details we have requested of the consumer we would be unable to assist
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
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
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
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,*** ***
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
We can definitely understand the consumers confusion with the TV that was suppliedMany manufacturers are moving away from Smart TV option to Smart-castingThis is a feature that has been updated by the manufacturer and we would have no control over this type of internal changeOur warranty requires that if we provide a replacement we must match features and functionalityThe consumers original TV was replaced with the same brand and size and additional upgraded features which exceeds our warranty requirementsWe have also confirmed that the issue the consumer is having with the picture quality is a source issue not the TV itselfThe consumer also mentioned how the TV was boxed which is done by the retailer to ensure no damage occurs during shippingBased on the pictures the consumer supplied the TV arrived in perfect conditionWe are unable at this point to provide any further assistance
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, *** ***
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
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 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
Again we do apologize for the experience that the consumer had received prior to the resolution department getting involved with this claim
Since the resolution teams involvement we have communicated in the most efficient of ways with the customer giving them day to day and step by step updates on the diagnostics, repair and delivery of their item
We do expect that after this process is over that the consumer will be satisfied and their faith restored in our services
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, *** ***
Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize for the issue the consumer experienced with their deviceThe consumer's claim has been pushed to payoutThe consumer can expect to receive a reimbursement for the warranty refund & for the laptop
Initial Consumer Rebuttal /*
(3000, 12, 2016/02/22) */
Please excuse my lack of response to your Revdex.com deadline of 2/8/16; personal health issues prevented my timely follow upAs of 2/19/16, Square Trade has not issued a check to reimburse us for the cost of the laptop ($1499) based on their staff's *** ***) promise to do so on 1/15/Each time we call Square Trade, a staff person promises to track down the status of the check and call us back within 24-hoursHowever, no one from Square Trade calls backPlease reopen this Revdex.com case and ask Square Trade to issue a check for $to reimburse us for the laptopThank you
Final Business Response /* (4000, 14, 2016/03/02) */
The consumer has been contacted by a Resolution Specialist and it has been confirmed that the check was received on 3/1/
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 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
We are sorry for any confusion experienced during the claim process
The consumer was given the option to either proceed with the repairs at the local shop or ship the device in for repairsUnfortunately, Squaretrade provides instructions for data backup and does not reimburse for that
serviceAn exception was made and we have approved the payout for the unitAll instructions and conditions have been emailed to the consumer
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, *** ***
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 apologize if the consumer feels as though we misinterpreted his previous complaintSquaretrade has not been provided enough information in order to properly address the issue, as the customer is asking for a pin that our company is not responsible forSmartguard is a separate warranty company and is in no way associated with Squaretrade.
We have previously emailed the consumer in order to acquire more details (on 1/10/18) and received no response, and we provided the consumer our customer service number because it was specifically requestedWithout being provided the clarifying details we have requested of the consumer we would be unable to assist
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
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
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
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. Looking into to the consumer's account they have received a replacement device
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
We can definitely understand the consumers confusion with the TV that was suppliedMany manufacturers are moving away from Smart TV option to Smart-castingThis is a feature that has been updated by the manufacturer and we would have no control over this type of internal changeOur warranty requires that if we provide a replacement we must match features and functionalityThe consumers original TV was replaced with the same brand and size and additional upgraded features which exceeds our warranty requirementsWe have also confirmed that the issue the consumer is having with the picture quality is a source issue not the TV itselfThe consumer also mentioned how the TV was boxed which is done by the retailer to ensure no damage occurs during shippingBased on the pictures the consumer supplied the TV arrived in perfect conditionWe are unable at this point to provide any further assistance
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, *** ***
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
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 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
Again we do apologize for the experience that the consumer had received prior to the resolution department getting involved with this claim
Since the resolution teams involvement we have communicated in the most efficient of ways with the customer giving them day to day and step by step updates on the diagnostics, repair and delivery of their item
We do expect that after this process is over that the consumer will be satisfied and their faith restored in our services
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, *** ***
Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize for the issue the consumer experienced with their deviceThe consumer's claim has been pushed to payoutThe consumer can expect to receive a reimbursement for the warranty refund & for the laptop
Initial Consumer Rebuttal /*
(3000, 12, 2016/02/22) */
Please excuse my lack of response to your Revdex.com deadline of 2/8/16; personal health issues prevented my timely follow upAs of 2/19/16, Square Trade has not issued a check to reimburse us for the cost of the laptop ($1499) based on their staff's *** ***) promise to do so on 1/15/Each time we call Square Trade, a staff person promises to track down the status of the check and call us back within 24-hoursHowever, no one from Square Trade calls backPlease reopen this Revdex.com case and ask Square Trade to issue a check for $to reimburse us for the laptopThank you
Final Business Response /* (4000, 14, 2016/03/02) */
The consumer has been contacted by a Resolution Specialist and it has been confirmed that the check was received on 3/1/