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
Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize that the consumer experienced issues with their deviceThe consumer has been in correspondence with a resolution specialist and we are currently awaiting a response to move forward
Initial Consumer Rebuttal /* (3000, 7,
2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
UNSATISFACTORY: The business apologized for the issue via a recorded voicemail message and has promised a check will be issued to me without additional unnecessary delaysIt has been a week since they claim the payment was processed; yet, I've received nothingI continue to await repair, despite many, many emails, promises, and web notifications of a payoutThis is the final strawThe only way to make an impact on this company is to make it painful for them-- and I intend to do just that
Final Business Response /* (4000, 9, 2015/12/17) */
The consumer's payout was processed on 12/16/2015, the funds should be received in 7-business days
Final Consumer Response /* (2000, 11, 2016/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company provided notifications of payout three timesThe payment was received however I recommend that you avoid this company in the future
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
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/
Initial Business Response /* (1000, 5, 2015/10/13) */
We apologize that the consumer had issues with their device
Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times
We have communicated with
this consumer, they confirmed the refund has been received and their concerns have 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
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
We apologize for any inconvenience that the consumer might have experienced during this process
We called the customer today and managed to both reinstate his warranty and give him a full refund of
the repair cost of his item
This case has been bnought to a succesful close!
We are sorry for any delays experienced during the claim process
Squaretrade does provide a repair guarantee of days for mobile plansSince this repair took beyond this time frame, we have refunded the warranty price to the consumerWe appreciate the consumer alerting us to this this
misunderstanding and patience in resolving this matter
Complaint:***I am rejecting this response because:Because I have repeatedly tried to contact SquareTrade on how to send the picture of my receipt since it's apparently over the 5MB limit and they have never emailed me instructions on how to resize it.Sincerely,*** ***
We are sorry for any issues the consumer had with their device. When the claim was filed on the consumer's device we did not have a comparable model phone in stock to offer as a replacement According to the consumer's warranty contract SquareTrade can reimburse for the item cost
when a comparable model device is not available for replacement SquareTrade has been able to replenish inventory of replacement phones A replacement device has been sent to the consumer
We are sorry for any issues the consumer had with their device.
During the initial claim process SquareTrade was presented with "the person you are calling has blocked your phone number" when attempting to perform call backs
As of today, a claim has been processed for reimbursement
If the consumer's contact information is provided at the point of sale the warranty contract terms and conditions are sent via email SquareTrade's warranty contracts are available to be resent to the consumer at any time. As I am unable to locate the consumers account we can not pull any calls at this point in timeSquareTrade is only able to reimburse the amount indicated paid by the consumer on their proof of purchase
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 hope in the future, the company will pay closer attention to how many warranties and charges are going through for a single item and will contact a customer to correct any errors before multiple unwanted charges occurI will update once full refund is receivedThank you for resolving this issue. Sincerely, *** ***
We apologize if there was any misunderstanding regarding our warranties and our claims processes
Whenever an item experiences a hardware or electrical failure within the first year of coverage, Squaretrade always refers the consumer to the manufacturerThis is because Squaretrade plans can only
provide a finite amount of repairs or replacements, and when the manufacturer warranty is utilized the consumer is able to have their issue corrected without any effect to their Squaretrade planSquaretrade also offers various benefits during the manufacturer period, including stepping in to file a claim if the manufacturer ever declines servicing the item.
Information regarding our manufacturer warranty policy is listed in the terms and conditions of this consumer's policy, and we have attached a screenshot for referenceHopefully this clears things up, and with this warranty being expired we would be unable to provide a claim for the consumer as desired
We are sorry for any issues the consumer is having with their device. Our back office team is currently deep diving to see why the customers warranty did not auto renew We will be reaching out to the consumer to resolve their complaint
We apologize for any inconvenience that the consumer might have experienced during this process.
We will go ahead and honor the consumer's request for a refund to be sent out to him for the amount
requested!
If the consumer has any additional questions he may call us at***
Complaint: ***I am rejecting this response because: I have a print screen from online which states it was accidental and I clicked to add to cart. There was only warranty to choose from so when it was viewed as drops, cracked screens, water damage etc, a consumer would assume it
is covered. With no paperwork sent to me, I didn't know any difference. This was a bait and switch and very misleading. Sincerely,*** ***
We are sorry for any issues the consumer had with their device. SquareTrade offers two different types of warranty coverage Our standard protection plan covers against mechanical and electrical failures while our accidental damage from handling protection covers against liquid damage and
other issues resulting from physical damage. Looking into the consumers account they purchased our standard protection plan coverage for their device Due to our standard protection plan not covering liquid damage we would not be able to provide service to the consumers device We have made an exception to reimburse the customer their warranty cost
Complaint: ***I am rejecting this response because:
The warranty was offered on the refurbished computerIf the warranty was not offered I would not have purchased itAlso, I was informed twice that the repai was covered
Sincerely,*** ***
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
Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize that the consumer experienced issues with their deviceThe consumer has been in correspondence with a resolution specialist and we are currently awaiting a response to move forward
Initial Consumer Rebuttal /* (3000, 7,
2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
UNSATISFACTORY: The business apologized for the issue via a recorded voicemail message and has promised a check will be issued to me without additional unnecessary delaysIt has been a week since they claim the payment was processed; yet, I've received nothingI continue to await repair, despite many, many emails, promises, and web notifications of a payoutThis is the final strawThe only way to make an impact on this company is to make it painful for them-- and I intend to do just that
Final Business Response /* (4000, 9, 2015/12/17) */
The consumer's payout was processed on 12/16/2015, the funds should be received in 7-business days
Final Consumer Response /* (2000, 11, 2016/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company provided notifications of payout three timesThe payment was received however I recommend that you avoid this company in the future
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
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/
Initial Business Response /* (1000, 5, 2015/10/13) */
We apologize that the consumer had issues with their device
Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times
We have communicated with
this consumer, they confirmed the refund has been received and their concerns have 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
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
We apologize for any inconvenience that the consumer might have experienced during this process
We called the customer today and managed to both reinstate his warranty and give him a full refund of
the repair cost of his item
This case has been bnought to a succesful close!
We are sorry for any delays experienced during the claim process
Squaretrade does provide a repair guarantee of days for mobile plansSince this repair took beyond this time frame, we have refunded the warranty price to the consumerWe appreciate the consumer alerting us to this this
misunderstanding and patience in resolving this matter
Complaint:***I am rejecting this response because:Because I have repeatedly tried to contact SquareTrade on how to send the picture of my receipt since it's apparently over the 5MB limit and they have never emailed me instructions on how to resize it.Sincerely,*** ***
We are sorry for any issues the consumer had with their device. When the claim was filed on the consumer's device we did not have a comparable model phone in stock to offer as a replacement According to the consumer's warranty contract SquareTrade can reimburse for the item cost
when a comparable model device is not available for replacement SquareTrade has been able to replenish inventory of replacement phones A replacement device has been sent to the consumer
We are sorry for any issues the consumer had with their device.
During the initial claim process SquareTrade was presented with "the person you are calling has blocked your phone number" when attempting to perform call backs
As of today, a claim has been processed for reimbursement
If the consumer's contact information is provided at the point of sale the warranty contract terms and conditions are sent via email SquareTrade's warranty contracts are available to be resent to the consumer at any time. As I am unable to locate the consumers account we can not pull any calls at this point in timeSquareTrade is only able to reimburse the amount indicated paid by the consumer on their proof of purchase
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 hope in the future, the company will pay closer attention to how many warranties and charges are going through for a single item and will contact a customer to correct any errors before multiple unwanted charges occurI will update once full refund is receivedThank you for resolving this issue. Sincerely, *** ***
We apologize if there was any misunderstanding regarding our warranties and our claims processes
Whenever an item experiences a hardware or electrical failure within the first year of coverage, Squaretrade always refers the consumer to the manufacturerThis is because Squaretrade plans can only
provide a finite amount of repairs or replacements, and when the manufacturer warranty is utilized the consumer is able to have their issue corrected without any effect to their Squaretrade planSquaretrade also offers various benefits during the manufacturer period, including stepping in to file a claim if the manufacturer ever declines servicing the item.
Information regarding our manufacturer warranty policy is listed in the terms and conditions of this consumer's policy, and we have attached a screenshot for referenceHopefully this clears things up, and with this warranty being expired we would be unable to provide a claim for the consumer as desired
We are sorry for any issues the consumer is having with their device. Our back office team is currently deep diving to see why the customers warranty did not auto renew We will be reaching out to the consumer to resolve their complaint
We apologize for any inconvenience that the consumer might have experienced during this process.
We will go ahead and honor the consumer's request for a refund to be sent out to him for the amount
requested!
If the consumer has any additional questions he may call us at***
Complaint: ***I am rejecting this response because: I have a print screen from online which states it was accidental and I clicked to add to cart. There was only warranty to choose from so when it was viewed as drops, cracked screens, water damage etc, a consumer would assume it
is covered. With no paperwork sent to me, I didn't know any difference. This was a bait and switch and very misleading. Sincerely,*** ***
We are sorry for any issues the consumer had with their device. SquareTrade offers two different types of warranty coverage Our standard protection plan covers against mechanical and electrical failures while our accidental damage from handling protection covers against liquid damage and
other issues resulting from physical damage. Looking into the consumers account they purchased our standard protection plan coverage for their device Due to our standard protection plan not covering liquid damage we would not be able to provide service to the consumers device We have made an exception to reimburse the customer their warranty cost
Complaint: ***I am rejecting this response because:
The warranty was offered on the refurbished computerIf the warranty was not offered I would not have purchased itAlso, I was informed twice that the repai was covered
Sincerely,*** ***