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
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, 2015/12/07) */
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
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
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:
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,*** ***
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
Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issue with their device
The consumer has been contacted and agreed to the suggested resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
I haven't been notified they received the returned defective phone nor that a payment has been sent to my paypal, I did receive a call from square trades conflict resolution deptafter I filed complaintI will state it is resolved when resolution is completePayment received
Final Consumer Response /* (2000, 10, 2015/11/24) */
I received the check for $in the mail ( even though suppose to go to PayPal) sit my issue is resolvedThank you Revdex.com because I was getting nowhere by mysel; many lengthy phone calls (holds), trips to repair shops and months worth of messed up refurbished phones
Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issues with their device
The consumer's device experienced additional damage prior to being sent to the repair centerDue to the consumer not indicated additional damage was sustained caused the audit to fail
We are in the process of rectifying this issue and will contact the consumer again to move forward
We apologize to the consumer for the confusionOne of our Resolution Specialist has reached out to the consumer, making a one time exception and is going to be reimburse for the purchase price of the device
We apologize for the inconvenience experienced, as of yesterday we have initiated the process of filing a new claim for the consumerAt this time we are awaiting additional details from the consumer to complete the claim process.
On the most recent repair large sections of the laptop body were replaced, and this is why the serial number would now appear differently on the itemWe apologize if there was any misunderstanding regarding our repair process, as the intention of Squaretrade's repairs are to ensure an item is fully functionalThis may result in cosmetic changes to the item, but once the item is sent back in for repair our technicians will repair any remaining issues the device is experiencing and finalize the process with a full hardware diagnosis
I laugh as nothing is addressed in my original complaint, I want a refund issued via *** instead of check, as I don't want to wait months to get this supposed ghost check
I have years of legal training at ** *** and I looked over the contract, and in paragraphs two -which I highlighted for Squartrade, there is a specific inclusion of refurbished and used equipment in paragraphs which I highlighted for your convenience And what Squaretrade did to my account and warranty is exactly what Squaretrades is in litigation to for abusing customer of their rights under Contract Law under the Class Action Lawsuit *** ** *** ** *** ***
I have never dealt with a more dishonest company at issuinginterpretation of new contracts, that we not the same as I had been issued to as legally binding during the original contract
Complaint:***I am rejecting this response because:Sincerely,*** ***
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,*** ***
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
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
We are sorry for any issue the consumer experienced with their device.According to our records, the consumer's device arrived at our repair depot on ***The device was repaired and shipped back to the consumer ***, well within our day repair periodMoreover, SquareTrade's service
guarantee states that if we are unable to repair the device within days of receiving it, we will reimburse the warranty cost, not the items costI show as an exception was made as a gesture of good faith, we have provided the refund of the warrantyMoving forward, we do apologize for any inconvenience but we would be unable to provide any further monetary assistance in connection with the claim
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 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
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***
We apologize for the issue the consumer **perienced with their deviceOur records indicate the shipping label provided was not used to send the unit back to usWe have reached out to the consumer via email and by phone to get the receipt they received from *** to verify the tracking information
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
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, 2015/12/07) */
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
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
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:
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,*** ***
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
Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issue with their device
The consumer has been contacted and agreed to the suggested resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
I haven't been notified they received the returned defective phone nor that a payment has been sent to my paypal, I did receive a call from square trades conflict resolution deptafter I filed complaintI will state it is resolved when resolution is completePayment received
Final Consumer Response /* (2000, 10, 2015/11/24) */
I received the check for $in the mail ( even though suppose to go to PayPal) sit my issue is resolvedThank you Revdex.com because I was getting nowhere by mysel; many lengthy phone calls (holds), trips to repair shops and months worth of messed up refurbished phones
Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issues with their device
The consumer's device experienced additional damage prior to being sent to the repair centerDue to the consumer not indicated additional damage was sustained caused the audit to fail
We are in the process of rectifying this issue and will contact the consumer again to move forward
We apologize to the consumer for the confusionOne of our Resolution Specialist has reached out to the consumer, making a one time exception and is going to be reimburse for the purchase price of the device
We apologize for the inconvenience experienced, as of yesterday we have initiated the process of filing a new claim for the consumerAt this time we are awaiting additional details from the consumer to complete the claim process.
On the most recent repair large sections of the laptop body were replaced, and this is why the serial number would now appear differently on the itemWe apologize if there was any misunderstanding regarding our repair process, as the intention of Squaretrade's repairs are to ensure an item is fully functionalThis may result in cosmetic changes to the item, but once the item is sent back in for repair our technicians will repair any remaining issues the device is experiencing and finalize the process with a full hardware diagnosis
I laugh as nothing is addressed in my original complaint, I want a refund issued via *** instead of check, as I don't want to wait months to get this supposed ghost check
I have years of legal training at ** *** and I looked over the contract, and in paragraphs two -which I highlighted for Squartrade, there is a specific inclusion of refurbished and used equipment in paragraphs which I highlighted for your convenience And what Squaretrade did to my account and warranty is exactly what Squaretrades is in litigation to for abusing customer of their rights under Contract Law under the Class Action Lawsuit *** ** *** ** *** ***
I have never dealt with a more dishonest company at issuinginterpretation of new contracts, that we not the same as I had been issued to as legally binding during the original contract
Complaint:***I am rejecting this response because:Sincerely,*** ***
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,*** ***
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
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
We are sorry for any issue the consumer experienced with their device.According to our records, the consumer's device arrived at our repair depot on ***The device was repaired and shipped back to the consumer ***, well within our day repair periodMoreover, SquareTrade's service
guarantee states that if we are unable to repair the device within days of receiving it, we will reimburse the warranty cost, not the items costI show as an exception was made as a gesture of good faith, we have provided the refund of the warrantyMoving forward, we do apologize for any inconvenience but we would be unable to provide any further monetary assistance in connection with the claim
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 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
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***
We apologize for the issue the consumer **perienced with their deviceOur records indicate the shipping label provided was not used to send the unit back to usWe have reached out to the consumer via email and by phone to get the receipt they received from *** to verify the tracking information