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
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
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 ***74, and find that this resolution is satisfactory to meSincerely, H*** C**
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize for the issue the consumer experienced with their deviceThe payout for the device was originally processed with incorrect informationThe issue has now been resolved and the consumer confirmed the reimbursement has been
received
(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 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!
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***
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 are sorry for any issues the consumer had with their device. When the consumer called in to process a claim on their device pictures were requested due to the customer describing a visual issue Upon review of the pictures by our TV tech team it was noted the consumers device had a
line/interior crack running diagonally from the top right corner of the screen The line/crack visible in the image could only be caused by an impact. Since the consumer's device shows signs of physical damage we would not be able to provide coverage to their device We have processed a reimbursement of the consumers warranty cost
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 are sorry for any issues the consumer had with their device. When a claim is filed on a mobile device SquareTrade always tries to repair the device before moving to replacement If a device is not able to be repaired other alternate resolution options are explored for the consumer
The consumer was referred to an *** *** *** location to see if their device could be repaired It appears after inspection the consumer's device was deemed non repairable and replaced Currently, we are processing a reimbursement for the cost of the consumer's replacement device
We are sorry for any issue the consumer experienced with their device
According to our records, the consumer has not yet attempted to file a claim on the unitWe have received a message from the reseller of the warranty stating they received a request for cancellation and refund of the
warrantyThe status of the warranty is currently active and available for the consumerA claim can be initiated via our toll-free number or online at Squaretrade.com
We apologize for any inconvenience that the consumer might have experienced during this process.
Unfortunately, we're unable to explain why the laptop was not picked up by the shipping carrier, prior to 04/Please note that SquareTrade does not have control over the carriers pick-ups/delivery schedules.In regards to the refund, as a courtesy we can provide a full reimbursement for the warranty costHowever, this will complete the consumers warranty and SquareTrade will have no further obligations to fulfill any future claims
Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize the consumer experienced issues with their deviceOur records indicate the consumer did not purchase Accidental Damage from Handling on the device, specifically because this reseller does not carry ADH warranties for used devices
Per the term & conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills
Typically the consumer received a prorated refund for the warranty but we made an exception and refunded for the full amount
We are sorry for any delays experienced during the claim process
Squaretrade has reached out to the consumer to gather additional information about the concern and will be working with them hand in hand till there is a resolution
Initial Business Response /* (1000, 5, 2015/10/19) */
We apologize that the consumer had issues with their device
We attempted to contact the consumer using the phone number and email address provided, but have yet to receive a response
We apologize for any inconvenience that the consumer might have experienced during this process
In reference to TV warranties the consumer’s policy only covers mechanical and electrical failures per the terms and conditions of the warrantyAt any time that the TV has signs of physical damage no
matter how it has happened the warranty on the TV becomes null and void as we do not cover physical damageI would suggest that if the manufacturer is aware of this defect and can put it in writing and send it to her to please forward the letter to us so we can review it and see what can be done thenIn the meantime if this is not a possibility the consumer could try to get the TV fixed at their own expense and provide us proof of the repair at which point we would continue coverage or if it is indeed a manufacturer’s defect seek relief through the manufacturer directly
We are sorry for any confusion experienced during the claim process
There seems to be a misunderstanding in regards to the coverage capacity of the warrantyOur policy regarding manufacturer's coverage provides shipping cost reimbursement up to $50.00 but does not cover product
exchangesSince the unit was replaced by the manufacturer during their warranty period, SquareTrade is not responsible nor able to provide assistance beyond the $*** shipping reimbursement limitAccording to the service contract, "The Protection Plan is inclusive of any US manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty"There also seems to be some concern about the proof of purchase provided by the consumerThe copy provided to us shows conflicting information and as a result, has led to an investigation into the purchase of the productDue to these reasons we are unable to reimburse for the device exchange and depending on the results of our investigation could be required to cancel and refund the warranty
We are sorry for any issues the consumer experienced with their device
According to our records, the consumer was attempting to upload their document via our online site instead of using the email sent specifically for the invoice uploadWe show on 5/21/** the consumer responded back to the
email and provided the repair invoiceWe have since processed the invoice for a reimbursement check that will take about 7-days to arriveWe apologize for any miscommunication or misunderstanding that caused any delays
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
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
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 ***74, and find that this resolution is satisfactory to meSincerely, H*** C**
Initial Business Response /* (1000, 5, 2015/12/28) */
We apologize for the issue the consumer experienced with their deviceThe payout for the device was originally processed with incorrect informationThe issue has now been resolved and the consumer confirmed the reimbursement has been
received
(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 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!
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***
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 are sorry for any issues the consumer had with their device. When the consumer called in to process a claim on their device pictures were requested due to the customer describing a visual issue Upon review of the pictures by our TV tech team it was noted the consumers device had a
line/interior crack running diagonally from the top right corner of the screen The line/crack visible in the image could only be caused by an impact. Since the consumer's device shows signs of physical damage we would not be able to provide coverage to their device We have processed a reimbursement of the consumers warranty cost
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 are sorry for any issues the consumer had with their device. When a claim is filed on a mobile device SquareTrade always tries to repair the device before moving to replacement If a device is not able to be repaired other alternate resolution options are explored for the consumer
The consumer was referred to an *** *** *** location to see if their device could be repaired It appears after inspection the consumer's device was deemed non repairable and replaced Currently, we are processing a reimbursement for the cost of the consumer's replacement device
We are sorry for any issue the consumer experienced with their device
According to our records, the consumer has not yet attempted to file a claim on the unitWe have received a message from the reseller of the warranty stating they received a request for cancellation and refund of the
warrantyThe status of the warranty is currently active and available for the consumerA claim can be initiated via our toll-free number or online at Squaretrade.com
We apologize for any inconvenience that the consumer might have experienced during this process.
Unfortunately, we're unable to explain why the laptop was not picked up by the shipping carrier, prior to 04/Please note that SquareTrade does not have control over the carriers pick-ups/delivery schedules.In regards to the refund, as a courtesy we can provide a full reimbursement for the warranty costHowever, this will complete the consumers warranty and SquareTrade will have no further obligations to fulfill any future claims
Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize the consumer experienced issues with their deviceOur records indicate the consumer did not purchase Accidental Damage from Handling on the device, specifically because this reseller does not carry ADH warranties for used devices
Per the term & conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills
Typically the consumer received a prorated refund for the warranty but we made an exception and refunded for the full amount
We are sorry for any delays experienced during the claim process
Squaretrade has reached out to the consumer to gather additional information about the concern and will be working with them hand in hand till there is a resolution
Initial Business Response /* (1000, 5, 2015/10/19) */
We apologize that the consumer had issues with their device
We attempted to contact the consumer using the phone number and email address provided, but have yet to receive a response
We apologize for any inconvenience that the consumer might have experienced during this process
In reference to TV warranties the consumer’s policy only covers mechanical and electrical failures per the terms and conditions of the warrantyAt any time that the TV has signs of physical damage no
matter how it has happened the warranty on the TV becomes null and void as we do not cover physical damageI would suggest that if the manufacturer is aware of this defect and can put it in writing and send it to her to please forward the letter to us so we can review it and see what can be done thenIn the meantime if this is not a possibility the consumer could try to get the TV fixed at their own expense and provide us proof of the repair at which point we would continue coverage or if it is indeed a manufacturer’s defect seek relief through the manufacturer directly
We are sorry for any confusion experienced during the claim process
There seems to be a misunderstanding in regards to the coverage capacity of the warrantyOur policy regarding manufacturer's coverage provides shipping cost reimbursement up to $50.00 but does not cover product
exchangesSince the unit was replaced by the manufacturer during their warranty period, SquareTrade is not responsible nor able to provide assistance beyond the $*** shipping reimbursement limitAccording to the service contract, "The Protection Plan is inclusive of any US manufacturer’s warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty"There also seems to be some concern about the proof of purchase provided by the consumerThe copy provided to us shows conflicting information and as a result, has led to an investigation into the purchase of the productDue to these reasons we are unable to reimburse for the device exchange and depending on the results of our investigation could be required to cancel and refund the warranty
We are sorry for any issues the consumer experienced with their device
According to our records, the consumer was attempting to upload their document via our online site instead of using the email sent specifically for the invoice uploadWe show on 5/21/** the consumer responded back to the
email and provided the repair invoiceWe have since processed the invoice for a reimbursement check that will take about 7-days to arriveWe apologize for any miscommunication or misunderstanding that caused any delays