As we stated before, our Assurance team confirmed the consumer submitted an invoice that was edited to show a higher amount than what was quoted by the repair store.Unfortunately, falsifying and/or modifying information when filing claims violates SquareTrade’s Terms & Conditions and gives us the right to cancel Protection Plans where material misrepresentation is suspected. An Assurance team manager has already contacted the consumer & informed we will be cancelling & refunded all existing Protection Plans associated with your account and blocked your account(s) due to significant irregularities
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
Initial Business Response /* (1000, 5, 2015/08/03) */
We are sorry the consumer had issues with their device
We have no explanation as to why our depot sent the incorrect box and why what they stated when the device was returned is not what the status of the repair wasThe delay in the box
caused a delay in the repair and this occurred through no fault of the consumerAfter two attempts to repair the device we have decided to payout the customer for their deviceBecause of the delay in the shipment of the shipping kits we are also refunding the consumer the price of the warranty
We have emailed the consumer our intent to refund the warranty price and payout the warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did hear back from them with regards to the refund
Final Consumer Response /* (3000, 12, 2015/08/19) */
They told me that my refund check was mailed 8/It is 8/and I have not received the warranty refund or the reimbursement for the box
Final Business Response /* (4000, 14, 2015/08/26) */
We are sorry for what the consumer experienced
According to the tracking number the check for the reimbursement of the box was delivered on 8/
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 apologize for any inconvenience that the consumer might have experienced during the replacement processWe understand your concern and we have reviewed your account detailsOur depot were unable to repair the device, which is why we issued a payment for the deviceWe do advise in our terms and conditions, that if the item cannot be repaired, we issue a check and salvage the deviceWe do apologize if there was a misunderstanding in our terms and conditions about our reimbursement process
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
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,*** ***
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 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!
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,*** ***
Initial Business Response /* (1000, 5, 2016/01/05) */
We apologize for the issue the consumer experienced with the device
As stated on the website all coverage is for devices originally purchased within daysThe consumer's device was not originally purchased within this time frame resulting
in the claim being deniedAs a one time exception we will reimburse the consumer for his device, once it has been received to our facilities
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear all,
Also I do not agree with the reasons provided by supplier I am in peace with the solution offeredUnfortunately I never received an e-mail with information in regards of honoring my waranty claim that I was promiced to receive
Indeed, lady that gave me a call to resolve an issue was more than nice and I am sure it is some kind of thechnal mistake that an e-mail wasn't sent, but I am still waiting for that e-mail
Best regards,
***
Final Business Response /* (4000, 9, 2016/01/20) */
The consumer was sent a confirmation email containing the shipping label to send his deviceOur records indicate the device is in transit & expected to reach our facilities on 1/21/Once the device has been verified the check will be processed and the consumer will receive it in 7-business days
(The consumer indicated he/she DID NOT accept the response from the business.)I was told that they would cover the software and send the bill to them after replacementWhen I had it fixed and sent the Bill at that time they stated they will not cover itAlso got an email after I called stating I would get the full $back and after weeks of not getting that back I called and was told I wouldn't be getting the full amount backI can produce a copy of the email stating a the full refundI feel they did not properly inform me of the terms and this cost me an extra $in repair cost that I found have installed for less myself
We are sorry the consumer is having issues with their device
The consumer filed a claim with SquareTrade in which their television was found to have an unrepairable panel issue
SquareTrade's policy regarding unrepairable television is to first locate a comparable replacement
Once found, we send an offer detailing the specifications of the new replacement to the consumer via email
The consumer has the option of accepting or rebutting with any concerns regarding the replacement offer
After the replacement has been accepted by the consumer, we process the purchase and shipment of the new unit
All televisions that are confirmed and shipped are final, no alterations can be made or requested after this point
Currently, the consumer accepted the replacement via email and the television was shipped outThey now state they never accepted the offer and would like a different televisionWe provided alternate replacement options as an exception, both were deniedPer our Terms and Conditions, we will "Provide a new or refurbished product of equal features and functionality." which has been doneAt this point, the consumer has accepted the replacement and denied subsequent attempts to remedy this concernMoving forward there is nothing further SquareTrade is able to do
We apologize for any inconvenience that the consumer might have experienced during this process.When purchasing a Square Trade Warranty through the reseller in question it is stated in their terms prior to the purchase being finalized that the warranties purchased on their site are strictly for
items purchased on their site.We understand that the customer was misinformed but this does not invalidate what the Terms and Conditions are and in this case the purchase of that warranty through the reseller he purchased it from was invalid due to the fact that he purchased his item with a different company altogether.In this case we are not able to do anything else with this issue and the best we can do is as the consumer mentioned, refund the cost of his warranty
Complaint: ***I am rejecting this response because:
Squaretrade seems to respond to this complaint just to "respond"They seem to respond without any basis of fact
They seem confused about their warranty.They emailed they would pay ***on 3/documents with anything they are responding 29/yet on 3/30/they emailed that a check in the amount of *** would be sentStill confused, they emailed on 4/28/that *** was a mistake , but in good faith, would send an additional *** To me,they seem confused as to what and why they are paying what was promisedI expect a full payment ,inn good faith, of all amount promised in their emails
Sincerely
*** ***
We apologize for any inconvenience that the consumer might have experienced during this processAs of 4/10/the consumer has been contacted and information was given to them of the replacement TV that will be mailed out to the consumer
The consumer has acknowledged our resolution of sending
out a Replacement TV
This replacement will be what the consumer is requesting in reference to the quality of TV set she is expecting!
Complaint: ***I am rejecting this response because:
The physical damaged was caused by SquareTrade (not existing, not by shipping)The serial number was deliberately scratched off the bottom pan and the laptop returned to me from the prior repairNo corrective action was taken when the laptop was sent back to SquareTrade (dates noted by SquareTrade).Sincerely,Nick ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this is the only resolution to recoup my losses without seeking expensive and time consuming litigation. Squaretrade obviously does not create a business model that represents the value of equipment, only the price that is paid. The price of Squaretrade's product is not worth the value they offer.
"Price is what you pay, value is what you get" - Warren ***
Sincerely, Ryan***
Complaint: ***I am rejecting this response because: The response is very vague and accepts no responsibility for the poor handling of this claim thus far I'm afraid I have lost faith in Squaretrade to do the right thing since they failed multiple times to do so in the last few months If they intend to fix the situation, I'd like a response that details exactly how they will do that This response indicates they will refund the "item price" Because this is a warranty, that price is subjective Do they intend to give me the amount I asked for in the initial complaint which is the replacement cost of the tablet? I'd like it in writing so they can't simply claim I accepted the response and then give me a fraction of what they owe me The long and short of it is, I sent them a working tablet computer, the only thing wrong with it was a cracked screen It was shipped to them via ***, it was picked up by an actual driver It was packaged just fine, and the driver accepted the package as it was and didn't mention that there might be anything wrong with it The *** tracking info for the package also indicates that it was delivered without any problem whatsoever, no damage, no opened package, nothing So really, I think they're lying again When I initially started the claim, thy told me I could have the tablet fixed locally and they'd reimburse me They said they'd email me the steps I needed to follow They never did I called again, I asked if there was anything I needed to do before I got my tablet repaired locally and how I would get reimbursed afterwards, and this time they insisted that I ship it to them instead They also told me I would only get reimbursed for the purchase price of the item and not the replacement cost The terms of the warranty are for replacement cost, though These people seem to have a warranty/insurance company, and their number one policy is "don't pay out" They are all about getting you to accept something less than what they initially promise They've lied by omission numerous times as well I've been trying to get this resolved with them since August Each time there was a development on it I had to call them before anything was communicated to me They have our email addresses, phone numbers, etc, but they never used them So in short, I want a response that says they intend to give me the full replacement cost of the tablet which seems to be $*** now, as that is what was received for an identical tablet with an identical warranty just last month.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with getting his printer serviced
We were unaware that the local technician could not repair the unitWe searched for alternate technicians who could and were unable to find one after one weekFor that
reason we are paying out the consumer to resolve this claim
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the payout for our copier/printer and consider the matter closedThank you *** C from SquareTrade and thank you Revdex.com
As we stated before, our Assurance team confirmed the consumer submitted an invoice that was edited to show a higher amount than what was quoted by the repair store.Unfortunately, falsifying and/or modifying information when filing claims violates SquareTrade’s Terms & Conditions and gives us the right to cancel Protection Plans where material misrepresentation is suspected. An Assurance team manager has already contacted the consumer & informed we will be cancelling & refunded all existing Protection Plans associated with your account and blocked your account(s) due to significant irregularities
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
Initial Business Response /* (1000, 5, 2015/08/03) */
We are sorry the consumer had issues with their device
We have no explanation as to why our depot sent the incorrect box and why what they stated when the device was returned is not what the status of the repair wasThe delay in the box
caused a delay in the repair and this occurred through no fault of the consumerAfter two attempts to repair the device we have decided to payout the customer for their deviceBecause of the delay in the shipment of the shipping kits we are also refunding the consumer the price of the warranty
We have emailed the consumer our intent to refund the warranty price and payout the warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did hear back from them with regards to the refund
Final Consumer Response /* (3000, 12, 2015/08/19) */
They told me that my refund check was mailed 8/It is 8/and I have not received the warranty refund or the reimbursement for the box
Final Business Response /* (4000, 14, 2015/08/26) */
We are sorry for what the consumer experienced
According to the tracking number the check for the reimbursement of the box was delivered on 8/
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 apologize for any inconvenience that the consumer might have experienced during the replacement processWe understand your concern and we have reviewed your account detailsOur depot were unable to repair the device, which is why we issued a payment for the deviceWe do advise in our terms and conditions, that if the item cannot be repaired, we issue a check and salvage the deviceWe do apologize if there was a misunderstanding in our terms and conditions about our reimbursement process
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
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,*** ***
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 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!
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,*** ***
Initial Business Response /* (1000, 5, 2016/01/05) */
We apologize for the issue the consumer experienced with the device
As stated on the website all coverage is for devices originally purchased within daysThe consumer's device was not originally purchased within this time frame resulting
in the claim being deniedAs a one time exception we will reimburse the consumer for his device, once it has been received to our facilities
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear all,
Also I do not agree with the reasons provided by supplier I am in peace with the solution offeredUnfortunately I never received an e-mail with information in regards of honoring my waranty claim that I was promiced to receive
Indeed, lady that gave me a call to resolve an issue was more than nice and I am sure it is some kind of thechnal mistake that an e-mail wasn't sent, but I am still waiting for that e-mail
Best regards,
***
Final Business Response /* (4000, 9, 2016/01/20) */
The consumer was sent a confirmation email containing the shipping label to send his deviceOur records indicate the device is in transit & expected to reach our facilities on 1/21/Once the device has been verified the check will be processed and the consumer will receive it in 7-business days
(The consumer indicated he/she DID NOT accept the response from the business.)I was told that they would cover the software and send the bill to them after replacementWhen I had it fixed and sent the Bill at that time they stated they will not cover itAlso got an email after I called stating I would get the full $back and after weeks of not getting that back I called and was told I wouldn't be getting the full amount backI can produce a copy of the email stating a the full refundI feel they did not properly inform me of the terms and this cost me an extra $in repair cost that I found have installed for less myself
We are sorry the consumer is having issues with their device
The consumer filed a claim with SquareTrade in which their television was found to have an unrepairable panel issue
SquareTrade's policy regarding unrepairable television is to first locate a comparable replacement
Once found, we send an offer detailing the specifications of the new replacement to the consumer via email
The consumer has the option of accepting or rebutting with any concerns regarding the replacement offer
After the replacement has been accepted by the consumer, we process the purchase and shipment of the new unit
All televisions that are confirmed and shipped are final, no alterations can be made or requested after this point
Currently, the consumer accepted the replacement via email and the television was shipped outThey now state they never accepted the offer and would like a different televisionWe provided alternate replacement options as an exception, both were deniedPer our Terms and Conditions, we will "Provide a new or refurbished product of equal features and functionality." which has been doneAt this point, the consumer has accepted the replacement and denied subsequent attempts to remedy this concernMoving forward there is nothing further SquareTrade is able to do
We apologize for any inconvenience that the consumer might have experienced during this process.When purchasing a Square Trade Warranty through the reseller in question it is stated in their terms prior to the purchase being finalized that the warranties purchased on their site are strictly for
items purchased on their site.We understand that the customer was misinformed but this does not invalidate what the Terms and Conditions are and in this case the purchase of that warranty through the reseller he purchased it from was invalid due to the fact that he purchased his item with a different company altogether.In this case we are not able to do anything else with this issue and the best we can do is as the consumer mentioned, refund the cost of his warranty
Complaint: ***I am rejecting this response because:
Squaretrade seems to respond to this complaint just to "respond"They seem to respond without any basis of fact
They seem confused about their warranty.They emailed they would pay ***on 3/documents with anything they are responding 29/yet on 3/30/they emailed that a check in the amount of *** would be sentStill confused, they emailed on 4/28/that *** was a mistake , but in good faith, would send an additional *** To me,they seem confused as to what and why they are paying what was promisedI expect a full payment ,inn good faith, of all amount promised in their emails
Sincerely
*** ***
We apologize for any inconvenience that the consumer might have experienced during this processAs of 4/10/the consumer has been contacted and information was given to them of the replacement TV that will be mailed out to the consumer
The consumer has acknowledged our resolution of sending
out a Replacement TV
This replacement will be what the consumer is requesting in reference to the quality of TV set she is expecting!
Complaint: ***I am rejecting this response because:
The physical damaged was caused by SquareTrade (not existing, not by shipping)The serial number was deliberately scratched off the bottom pan and the laptop returned to me from the prior repairNo corrective action was taken when the laptop was sent back to SquareTrade (dates noted by SquareTrade).Sincerely,Nick ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this is the only resolution to recoup my losses without seeking expensive and time consuming litigation. Squaretrade obviously does not create a business model that represents the value of equipment, only the price that is paid. The price of Squaretrade's product is not worth the value they offer.
"Price is what you pay, value is what you get" - Warren ***
Sincerely, Ryan***
Complaint: ***I am rejecting this response because: The response is very vague and accepts no responsibility for the poor handling of this claim thus far I'm afraid I have lost faith in Squaretrade to do the right thing since they failed multiple times to do so in the last few months If they intend to fix the situation, I'd like a response that details exactly how they will do that This response indicates they will refund the "item price" Because this is a warranty, that price is subjective Do they intend to give me the amount I asked for in the initial complaint which is the replacement cost of the tablet? I'd like it in writing so they can't simply claim I accepted the response and then give me a fraction of what they owe me The long and short of it is, I sent them a working tablet computer, the only thing wrong with it was a cracked screen It was shipped to them via ***, it was picked up by an actual driver It was packaged just fine, and the driver accepted the package as it was and didn't mention that there might be anything wrong with it The *** tracking info for the package also indicates that it was delivered without any problem whatsoever, no damage, no opened package, nothing So really, I think they're lying again When I initially started the claim, thy told me I could have the tablet fixed locally and they'd reimburse me They said they'd email me the steps I needed to follow They never did I called again, I asked if there was anything I needed to do before I got my tablet repaired locally and how I would get reimbursed afterwards, and this time they insisted that I ship it to them instead They also told me I would only get reimbursed for the purchase price of the item and not the replacement cost The terms of the warranty are for replacement cost, though These people seem to have a warranty/insurance company, and their number one policy is "don't pay out" They are all about getting you to accept something less than what they initially promise They've lied by omission numerous times as well I've been trying to get this resolved with them since August Each time there was a development on it I had to call them before anything was communicated to me They have our email addresses, phone numbers, etc, but they never used them So in short, I want a response that says they intend to give me the full replacement cost of the tablet which seems to be $*** now, as that is what was received for an identical tablet with an identical warranty just last month.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with getting his printer serviced
We were unaware that the local technician could not repair the unitWe searched for alternate technicians who could and were unable to find one after one weekFor that
reason we are paying out the consumer to resolve this claim
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the payout for our copier/printer and consider the matter closedThank you *** C from SquareTrade and thank you Revdex.com