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 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
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 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
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/
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,*** ***
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
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
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
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
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
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
Per the Terms & Conditions "Depending on the Product and failure circumstances, at Our discretion, We will either:
Repair Your Product, or;
Provide a cash settlement or a Gift
Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
Replace Your Product with a product of like, kind, quality and functionality."
We have resolved the consumer's claim by providing a cash settlement for a replacement deviceThe warranty is now considered fulfilled and we have no further obligations under this protection plan
You can view the SquareTrade Terms & Conditions at http://www.squaretrade.com/terms
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
Hello Revdex.com, this matter is not resolved and here's why and what I wrote Squaretrade
Maybe in your eyes its fulfilled but not in mine, you owe me dollars for half of a two year warranty I can't use, I paid for 2, year insurance policies totaling about Dollars, I should be able to terminate of the year policies that being the 2nd year of my agreement and receive a partial refundNowhere in the policy does it say I cannot terminate my unused portionlet me give you an example: If I bought a year warranty I would have been afforded the same coverage as a two agreement making them for each year of coveragealso For Example: Think of it as me or you buying a car and having bought years of car insurance and then in the first year we sold or traded-in-the car or wreck the car or whatever happen to the car, the point being we don't have the car any longer So therefore we no longer need to carry the 2nd year of insurance and because all this happened in the first yearTherefore we should be entitled to and receive a refund for 2nd year of insurance we purchased but did not need because we don't need the insurance any longer because we don't have the car any longer and in this case it just so happens it's a tablet, So Please refund my dollars ASAP
and here is what Squaretrade wrote prompting my above response
Final Business Response /* (4000, 9, 2015/11/19) */
As noted in the Terms & Conditions, " This is not an insurance policy and we have no further obligations if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality."
The consumer's protection plan has been utilized and fulfilled by payout for the
deviceWe are going to make a one time exception for partial refund of the warranty
We are sorry for any issues for the consumer had with their device.Looking into the consumer's account our assurance team has reached out to the repair location to verify the invoice submitted They have determined no repairs were completed to the customer's device Due to the
misrepresentation we are not able to process a reimbursement and have canceled the warranty
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, 2015/07/01) */
We are sorry the consumer did not get the proper information to get reimbursed for his repair
We do want our consumers to have a positive experienceWe are in contact with the consumer so we can hear the call he had, forward it to the proper
department (and manager) to address the poor service they received
Please note coverage starts , The LATER of ANY warranty expiration or waiting periodThis is on the first attachmentThen please note on second attachmentwhen my *** warranty expired February 14,which is the later of any warranty expiration or waiting periodThe day waiting period is for me to return the computer to store then *** warranty started(Coverage ends) years from coverage startwhich is February 14,Computer was sold by an authorized *** distributor on ebay, new and in *** box with intact security tapeSquare trade just decided to start the warranty when they wanted and not When it says on the protection plan Complaint: ***I am rejecting this response because:Sincerely,*** ***
We are sorry for any issues the consumer had with their device. When the device was sent in to our depot originally for repairs the problem could not be duplicated and was returned After a second repair attempt we were still unable to reproduce the consumer's issue The device was
again returned to the consumer and they were instructed to take it to a local repair to location to see if they could duplicate the issue. SquareTrade has moved forward in processing a claim a to reimburse the consumer for their item cost The consumer has been provided a prepaid shipping label to send in their device Once the device has been shipped in to our depot the reimbursement check will be processed
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,*** ***
Complaint: ***I am rejecting this response because:
This message is the same as the firstNothing has changedI have repeatedly provided them with the documentation I have and they are not holding up their end of the agreement, furthermore they have stop responding to my emails asking what else I can do.Sincerely,*** ***
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 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
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 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
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/
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,*** ***
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
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
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
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
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
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
Per the Terms & Conditions "Depending on the Product and failure circumstances, at Our discretion, We will either:
Repair Your Product, or;
Provide a cash settlement or a Gift
Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
Replace Your Product with a product of like, kind, quality and functionality."
We have resolved the consumer's claim by providing a cash settlement for a replacement deviceThe warranty is now considered fulfilled and we have no further obligations under this protection plan
You can view the SquareTrade Terms & Conditions at http://www.squaretrade.com/terms
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
Hello Revdex.com, this matter is not resolved and here's why and what I wrote Squaretrade
Maybe in your eyes its fulfilled but not in mine, you owe me dollars for half of a two year warranty I can't use, I paid for 2, year insurance policies totaling about Dollars, I should be able to terminate of the year policies that being the 2nd year of my agreement and receive a partial refundNowhere in the policy does it say I cannot terminate my unused portionlet me give you an example: If I bought a year warranty I would have been afforded the same coverage as a two agreement making them for each year of coveragealso For Example: Think of it as me or you buying a car and having bought years of car insurance and then in the first year we sold or traded-in-the car or wreck the car or whatever happen to the car, the point being we don't have the car any longer So therefore we no longer need to carry the 2nd year of insurance and because all this happened in the first yearTherefore we should be entitled to and receive a refund for 2nd year of insurance we purchased but did not need because we don't need the insurance any longer because we don't have the car any longer and in this case it just so happens it's a tablet, So Please refund my dollars ASAP
and here is what Squaretrade wrote prompting my above response
Final Business Response /* (4000, 9, 2015/11/19) */
As noted in the Terms & Conditions, " This is not an insurance policy and we have no further obligations if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality."
The consumer's protection plan has been utilized and fulfilled by payout for the
deviceWe are going to make a one time exception for partial refund of the warranty
We are sorry for any issues for the consumer had with their device.Looking into the consumer's account our assurance team has reached out to the repair location to verify the invoice submitted They have determined no repairs were completed to the customer's device Due to the
misrepresentation we are not able to process a reimbursement and have canceled the warranty
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, *** ***
At this time, we have informed the consumer, we are processing a reimbursement check for $*** to be mailed out to the address on file
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did not get the proper information to get reimbursed for his repair
We do want our consumers to have a positive experienceWe are in contact with the consumer so we can hear the call he had, forward it to the proper
department (and manager) to address the poor service they received
Please note coverage starts , The LATER of ANY warranty expiration or waiting periodThis is on the first attachmentThen please note on second attachmentwhen my *** warranty expired February 14,which is the later of any warranty expiration or waiting periodThe day waiting period is for me to return the computer to store then *** warranty started(Coverage ends) years from coverage startwhich is February 14,Computer was sold by an authorized *** distributor on ebay, new and in *** box with intact security tapeSquare trade just decided to start the warranty when they wanted and not When it says on the protection plan Complaint: ***I am rejecting this response because:Sincerely,*** ***
We are sorry for any issues the consumer had with their device. When the device was sent in to our depot originally for repairs the problem could not be duplicated and was returned After a second repair attempt we were still unable to reproduce the consumer's issue The device was
again returned to the consumer and they were instructed to take it to a local repair to location to see if they could duplicate the issue. SquareTrade has moved forward in processing a claim a to reimburse the consumer for their item cost The consumer has been provided a prepaid shipping label to send in their device Once the device has been shipped in to our depot the reimbursement check will be processed
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,*** ***
Complaint: ***I am rejecting this response because:
This message is the same as the firstNothing has changedI have repeatedly provided them with the documentation I have and they are not holding up their end of the agreement, furthermore they have stop responding to my emails asking what else I can do.Sincerely,*** ***