We are sorry for any issue the consumer experienced with their device
SquareTrade partners with many different resellers and each has different rules and stipulationsThe location where the consumer purchased their warranty specifically outline how their warranties workThe brochure
provided with the purchase states, "years of protection applies only to TVs purchased at *** Warehouse or www.costco.comTVs purchased at other retailers will still be protected for years beyond the one-year manufacturer's warranty, for a total of years of protection."Since the consumer purchased their TV from an alternate location than the warranty, the coverage provided was only yearsSince the consumer's warranty was purchased 4/21/***, it expired 4/21/***, for a total of yearsUnfortunately, we would be unable to provide any additional assistance in connection with this warranty
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** The business reached out
to me and offered an acceptable resolutionI received several refunds/credits due to the nature of my compliantHowever, one refund has still not been receivedI will close the complaint with a satisfactory resolution as soon as I receive the final refund check. 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 This matter can be closed once a check fully reimbursing me for the laptop is received.Sincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during this process
We have done extensive diagnostics of the consumer's item and have come to the conclusion that the laptop is running slow and freezing as a result of various windows updates that are pending to be
installed
The customer is correct we do not cover software issues but we are still attempting to fix it! WE understand that it can be hard being without your laptop for extended periods of time and we appreciate the consumer's patience
After this repair is done we expect that the consumer will no longer have these types of issues
Initial Business Response /* (1000, 5, 2015/08/11) */
SquareTrade does not manufacture anythingWe are a company that administers warranties
When the SquareTrade specialist told the consumer to take the unit back to the store it was in hopes that the store would replace the unit as it is
defectiveThis would be the fastest way the consumer can get a unit that is not defectiveThe replacement had a bad partEven if there is just one piece of the unit that was defective we would not be able to replace the part as we do not have any parts
Although the item was defective out of the box and indicates a pre-existing condition we would make an exception and are suggesting that the claim be settled by a payout
We are addressing the issue of having managers availableWe hope to add some senior people to address customer's needs
We have emailed the consumer our offer of a payout
Initial Business Response /* (1000, 5, 2015/06/11) */
We are sorry the consumer had issues with their warranty
At the time of purchase the consumer is asked if the item was purchased within days or if they had coverage through the carrierThe receipt, which is required to process a claim,
that we have on file shows the original purchase date, not documentation that the consumer has coverage through his carrierFor that reason the warranty was cancelled
In this case, after communicating with the consumer, we found that an original receipt was requestedAlso the original receipt indicates that the consumer did purchase coverage, which could also indicate that the consumer had coverage at the time of purchase
We have communicated with the consumer and are going to reimburse him what he had paid for the warranty up to this point and will reimburse him for the repair costs they will incur for their current issue
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their response is reasonable but the process I've been through is notIt took bringing in the Revdex.com for them to own up to scamming meI heard about this company on the Rush Limbaugh radio show and Rush advertises how much cheaper and better Square Trade isBetter at What? If they're selling insurance and I want to buy the insurance, What is all of the complicated nonsense about? I still don't understand what HappenedI do really appreciate the Revdex.comI really have no intention of taking the time to send these people my receipt for my phone repair which was done by the ubreakifix companyThey seem very reputableIn the future I am going to self insureThank you again Revdex.com!
Initial Business Response /* (1000, 5, 2015/11/25) */
We apologize the consumer experienced issues with their device
Our records indicate that a manager has already resolved this case by waiving the deductible and reissuing the consumer a replacement phone
We are sorry for any issues the consumer has experienced with their device. SquareTrade always attempts to troubleshoot before repairing or replacing an item After troubleshooting the consumer item, our TV specialist determined a main board would address the customer's issue Our repair technician completed the repairs to the consumer's device and documented the repair was a success with the TV sound functioning properly If the consumer faces any further issues with their device during their warranty coverage period they are able to process another claim
Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with receiving the label at the correct address
We are addressing the issue of training and following up with our specialist so that they can make sure the consumer's requests are properly fulfilled
We
have spoken to the consumer and they now have the return label because they returned to the address where the label was sentWe have given the consumer contact information so that this will not happen again
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive a check for the warranty and have not mailed in the camera yet as I want to make sure I will be able to receive itI will be mailing it out at the end of the two week in October
I feel this is still unresolved until I get back a fixed camera and the reimbursement for the warranty I paid for...This was promised over the phone by a customer care specialist in U.S.A
Final Business Response /* (4000, 9, 2015/10/08) */
The consumer contacted us and has received the warranty refund check
The device has not been repaired as the consumer is waiting to send in the unit so they will be at the appropriate address after the unit is repaired
We understand that if the device is not repaired in an appropriate time when the consumer sends it in for repair they will file another complaint on the Revdex.com
Final Consumer Response /* (2000, 18, 2015/10/20) */
The camera came back repaired and square trade IN THE USA resolved the matter
Thank you
We are sorry for any confusion experienced during the claim process
Squaretrade does not honor warranties that are not purchased with the device at checkoutWe have decided to make an exception to provide coverage for the consumer's deviceSince this was not clearly stated before purchase
and we apologizeWe are working with the consumer on this resolution and appreciate the patience and understanding
Complaint: ***I am rejecting this response because: I received an e-mail with the details of my new claim filed with my newly activated accountIt showed the amount of the refund to be the amount of the repair minus the deductibleWe discussed a full refund of the repair cost as they state in their responseI reserve the right to reject the response until I have the full refund deposited with my bank.Sincerely,John *** ** ***
We apologize if there was any miscommunication
On 1/3/we emailed the consumer explaining that physical damage was found within the unit once it was received at our repair centerIncluded is a picture taken of the headphones once they arrived, and due to this we would be unable to provide any alternative resolution beyond cancelling and refunding the warranty in full
We are sorry for any issue the consumer experienced with their device.Our social media department looks to have resolved this for the consumer by filing a claim to have our depot repair the deviceSquareTrade appreciates the consumer working with us to resolve this matter
We are sorry for any issues the consumer had with their device SquareTrade will always attempt a repair before payout in any applicable situation Before the claim process can begin and a resolution be decided, SquareTrade must be sure the consumer is not under their manufactures
coverage It was confirmed the consumers items only had a coverage period and SquareTrade agreed to begin coverage When the claim was filed on one of the consumer's devices, it was noted to be a power issue, which a new battery would resolve The consumer was informed they could purchase another battery for the item and send in a copy of the invoice for reimbursement After looking in to the claim on the consumers other device the replacement part necessary is not available so we will be reimbursing for the product price of that item
Revdex.com:
Hello,
My name is Shawn ***. I filed complaint***. I wish to withdrawal my complaint. Square Trade has contacted me and has agreed to refund me the amount of the TV and the amount of the original warranty
payment.
Thank you very much for your help,
Shawn ***
Complaint: ***I am rejecting this response because: Squaretrade's terms and conditions have NOT been available to be sent upon customer request. I placed my order with Squaretrade, not with *** or any other retailer. The terms and conditions were never sent to me when I placed the order in 2013, neither by US mail or email. Numerous complaints on the internet indicate Squaretrade has told customers in the past they would email the terms and conditions and for the customer to check their spam folder. Numerous other customers had claimed not to have received the terms and conditions. After speaking to one of Squaretrade representatives 12-18-when my claim was denied I requested a copy of the terms and conditions that were in effect at the time of my purchase in 2013, the representative verified my email and said she would send them right out, and as of today I have still not received them
Squaretrade replied that the manufacturers referral policy has been in effect for this duration, however, the only reference I can find about a referral is Squaretrade's web site that an issue within the first year will be referred to the manufacturers for their warranty, meaning Squaretrade's warranty does not cover the first year that the manufacturers warranty covers
Squaretrade references the *** sales page in the Things to Know section, however, I did not purchase the extended warranty from ***. I cited *** web site to show the graphic only. The current *** web page for Squaretrade TV extended warranty plan does NOT include the graphic and does include the Things to Know section and does include the statement that the Squaretrade plan starts on the first day of purchase. However, what Squaretrade advertises today on *** does not change the plan that was sold to me years ago directly from Squaretrade, not from ***. There are no doubt many changes that have been made by Squaretrade to the products they cover and the terms of coverage over the past four years, but that does not alter the terms under which I purchased the plan
The screenshots Squaretrade say were included to verify this information must have been the original screenshots since there were none included in the most recent reply. The original screenshots do not indicate where they were taken from (Squaretrade or *** web sites) or any other identifying remarks. Please resend complete screenshots including the URL indicating the page on Squaretrade's web site, the complete page as it was written in 2013, NOT as written today as my claim is based upon the terms and conditions in effect at the time of purchase in
I respectfully again request a copy of the terms and conditions in effect as of June for the plan purchased direct from Squaretrade. I further request Squaretrade provide an explanation why their web site as recently as today says "Like other extended warranties, SquareTrade coverage ONLY begins when the manufacturer's warranty ends(typically up to one year from the date of purchase)" if Squaretrade continues to maintain the coverage runs concurrent with the manufacturers warranty and states that on *** and possibly other retail sites. Squaretrade cannot have it both ways, either the Squaretrade warranty starts on the day of purchase, OR it starts ONLY when the manufacturers warranty ends
Sincerely,*** ***
Complaint: ***I am rejecting this response because: It did not address the nature of the problem with my laptopThe internet is not working on my laptopThe connection was working fine and I was able to connect to the internet before I sent in my computer to your company for repairNow I have a laptop that cannot connect to the internet directly as a result of sending it in to your companyI have spoken to your company's representatives over the phone several timesThey have offered to fix this laptop and even sent me a box to send it in to your companyBut I haven't received a shipping label to send it in withI have contacted your company several times since I received the package to send my computer in for repair and have STILL NOT received a shipping labelWhat should an easy fix has turned into a nightmareAll I am requesting is that you FIX WHAT YOUR BROKE so I can use my laptop again!!!!! As for the programs I am giving up on getting those replaced by your companyI can pay for replacing thoseBut I believe the company should be responsible for fixing the laptop that they brokeIf this is not going to be done then a refund of the laptops purchase price or at least the warranty coverage fee of $*** should be reimbursed since it is not being honored.Sincerely,*** ***
We are sorry for any issue the consumer experienced with their device
SquareTrade partners with many different resellers and each has different rules and stipulationsThe location where the consumer purchased their warranty specifically outline how their warranties workThe brochure
provided with the purchase states, "years of protection applies only to TVs purchased at *** Warehouse or www.costco.comTVs purchased at other retailers will still be protected for years beyond the one-year manufacturer's warranty, for a total of years of protection."Since the consumer purchased their TV from an alternate location than the warranty, the coverage provided was only yearsSince the consumer's warranty was purchased 4/21/***, it expired 4/21/***, for a total of yearsUnfortunately, we would be unable to provide any additional assistance in connection with this warranty
We are sorry the consumer had an issue with their device. We were able to contact the consumer and finish filing the claim
Final Consumer Response /* (2000, 6, 2015/06/22) */
Dispute has been resolved
Thanks
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** The business reached out
to me and offered an acceptable resolutionI received several refunds/credits due to the nature of my compliantHowever, one refund has still not been receivedI will close the complaint with a satisfactory resolution as soon as I receive the final refund check. 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 This matter can be closed once a check fully reimbursing me for the laptop is received.Sincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during this process
We have done extensive diagnostics of the consumer's item and have come to the conclusion that the laptop is running slow and freezing as a result of various windows updates that are pending to be
installed
The customer is correct we do not cover software issues but we are still attempting to fix it! WE understand that it can be hard being without your laptop for extended periods of time and we appreciate the consumer's patience
After this repair is done we expect that the consumer will no longer have these types of issues
Initial Business Response /* (1000, 5, 2015/08/11) */
SquareTrade does not manufacture anythingWe are a company that administers warranties
When the SquareTrade specialist told the consumer to take the unit back to the store it was in hopes that the store would replace the unit as it is
defectiveThis would be the fastest way the consumer can get a unit that is not defectiveThe replacement had a bad partEven if there is just one piece of the unit that was defective we would not be able to replace the part as we do not have any parts
Although the item was defective out of the box and indicates a pre-existing condition we would make an exception and are suggesting that the claim be settled by a payout
We are addressing the issue of having managers availableWe hope to add some senior people to address customer's needs
We have emailed the consumer our offer of a payout
Initial Business Response /* (1000, 5, 2015/06/11) */
We are sorry the consumer had issues with their warranty
At the time of purchase the consumer is asked if the item was purchased within days or if they had coverage through the carrierThe receipt, which is required to process a claim,
that we have on file shows the original purchase date, not documentation that the consumer has coverage through his carrierFor that reason the warranty was cancelled
In this case, after communicating with the consumer, we found that an original receipt was requestedAlso the original receipt indicates that the consumer did purchase coverage, which could also indicate that the consumer had coverage at the time of purchase
We have communicated with the consumer and are going to reimburse him what he had paid for the warranty up to this point and will reimburse him for the repair costs they will incur for their current issue
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their response is reasonable but the process I've been through is notIt took bringing in the Revdex.com for them to own up to scamming meI heard about this company on the Rush Limbaugh radio show and Rush advertises how much cheaper and better Square Trade isBetter at What? If they're selling insurance and I want to buy the insurance, What is all of the complicated nonsense about? I still don't understand what HappenedI do really appreciate the Revdex.comI really have no intention of taking the time to send these people my receipt for my phone repair which was done by the ubreakifix companyThey seem very reputableIn the future I am going to self insureThank you again Revdex.com!
Initial Business Response /* (1000, 5, 2015/11/25) */
We apologize the consumer experienced issues with their device
Our records indicate that a manager has already resolved this case by waiving the deductible and reissuing the consumer a replacement phone
We are sorry for any issues the consumer has experienced with their device. SquareTrade always attempts to troubleshoot before repairing or replacing an item After troubleshooting the consumer item, our TV specialist determined a main board would address the customer's issue Our repair technician completed the repairs to the consumer's device and documented the repair was a success with the TV sound functioning properly If the consumer faces any further issues with their device during their warranty coverage period they are able to process another claim
Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with receiving the label at the correct address
We are addressing the issue of training and following up with our specialist so that they can make sure the consumer's requests are properly fulfilled
We
have spoken to the consumer and they now have the return label because they returned to the address where the label was sentWe have given the consumer contact information so that this will not happen again
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive a check for the warranty and have not mailed in the camera yet as I want to make sure I will be able to receive itI will be mailing it out at the end of the two week in October
I feel this is still unresolved until I get back a fixed camera and the reimbursement for the warranty I paid for...This was promised over the phone by a customer care specialist in U.S.A
Final Business Response /* (4000, 9, 2015/10/08) */
The consumer contacted us and has received the warranty refund check
The device has not been repaired as the consumer is waiting to send in the unit so they will be at the appropriate address after the unit is repaired
We understand that if the device is not repaired in an appropriate time when the consumer sends it in for repair they will file another complaint on the Revdex.com
Final Consumer Response /* (2000, 18, 2015/10/20) */
The camera came back repaired and square trade IN THE USA resolved the matter
Thank you
We are sorry for any confusion experienced during the claim process
Squaretrade does not honor warranties that are not purchased with the device at checkoutWe have decided to make an exception to provide coverage for the consumer's deviceSince this was not clearly stated before purchase
and we apologizeWe are working with the consumer on this resolution and appreciate the patience and understanding
Complaint: ***I am rejecting this response because: I received an e-mail with the details of my new claim filed with my newly activated accountIt showed the amount of the refund to be the amount of the repair minus the deductibleWe discussed a full refund of the repair cost as they state in their responseI reserve the right to reject the response until I have the full refund deposited with my bank.Sincerely,John *** ** ***
We apologize if there was any miscommunication
On 1/3/we emailed the consumer explaining that physical damage was found within the unit once it was received at our repair centerIncluded is a picture taken of the headphones once they arrived, and due to this we would be unable to provide any alternative resolution beyond cancelling and refunding the warranty in full
We are sorry for any issue the consumer experienced with their device.Our social media department looks to have resolved this for the consumer by filing a claim to have our depot repair the deviceSquareTrade appreciates the consumer working with us to resolve this matter
We are sorry for any issues the consumer had with their device SquareTrade will always attempt a repair before payout in any applicable situation Before the claim process can begin and a resolution be decided, SquareTrade must be sure the consumer is not under their manufactures
coverage It was confirmed the consumers items only had a coverage period and SquareTrade agreed to begin coverage When the claim was filed on one of the consumer's devices, it was noted to be a power issue, which a new battery would resolve The consumer was informed they could purchase another battery for the item and send in a copy of the invoice for reimbursement After looking in to the claim on the consumers other device the replacement part necessary is not available so we will be reimbursing for the product price of that item
Revdex.com:
Hello,
My name is Shawn ***. I filed complaint***. I wish to withdrawal my complaint. Square Trade has contacted me and has agreed to refund me the amount of the TV and the amount of the original warranty
payment.
Thank you very much for your help,
Shawn ***
Complaint: ***I am rejecting this response because: Squaretrade's terms and conditions have NOT been available to be sent upon customer request. I placed my order with Squaretrade, not with *** or any other retailer. The terms and conditions were never sent to me when I placed the order in 2013, neither by US mail or email. Numerous complaints on the internet indicate Squaretrade has told customers in the past they would email the terms and conditions and for the customer to check their spam folder. Numerous other customers had claimed not to have received the terms and conditions. After speaking to one of Squaretrade representatives 12-18-when my claim was denied I requested a copy of the terms and conditions that were in effect at the time of my purchase in 2013, the representative verified my email and said she would send them right out, and as of today I have still not received them
Squaretrade replied that the manufacturers referral policy has been in effect for this duration, however, the only reference I can find about a referral is Squaretrade's web site that an issue within the first year will be referred to the manufacturers for their warranty, meaning Squaretrade's warranty does not cover the first year that the manufacturers warranty covers
Squaretrade references the *** sales page in the Things to Know section, however, I did not purchase the extended warranty from ***. I cited *** web site to show the graphic only. The current *** web page for Squaretrade TV extended warranty plan does NOT include the graphic and does include the Things to Know section and does include the statement that the Squaretrade plan starts on the first day of purchase. However, what Squaretrade advertises today on *** does not change the plan that was sold to me years ago directly from Squaretrade, not from ***. There are no doubt many changes that have been made by Squaretrade to the products they cover and the terms of coverage over the past four years, but that does not alter the terms under which I purchased the plan
The screenshots Squaretrade say were included to verify this information must have been the original screenshots since there were none included in the most recent reply. The original screenshots do not indicate where they were taken from (Squaretrade or *** web sites) or any other identifying remarks. Please resend complete screenshots including the URL indicating the page on Squaretrade's web site, the complete page as it was written in 2013, NOT as written today as my claim is based upon the terms and conditions in effect at the time of purchase in
I respectfully again request a copy of the terms and conditions in effect as of June for the plan purchased direct from Squaretrade. I further request Squaretrade provide an explanation why their web site as recently as today says "Like other extended warranties, SquareTrade coverage ONLY begins when the manufacturer's warranty ends(typically up to one year from the date of purchase)" if Squaretrade continues to maintain the coverage runs concurrent with the manufacturers warranty and states that on *** and possibly other retail sites. Squaretrade cannot have it both ways, either the Squaretrade warranty starts on the day of purchase, OR it starts ONLY when the manufacturers warranty ends
Sincerely,*** ***
Claim Number***
Complaint: ***I am rejecting this response because: It did not address the nature of the problem with my laptopThe internet is not working on my laptopThe connection was working fine and I was able to connect to the internet before I sent in my computer to your company for repairNow I have a laptop that cannot connect to the internet directly as a result of sending it in to your companyI have spoken to your company's representatives over the phone several timesThey have offered to fix this laptop and even sent me a box to send it in to your companyBut I haven't received a shipping label to send it in withI have contacted your company several times since I received the package to send my computer in for repair and have STILL NOT received a shipping labelWhat should an easy fix has turned into a nightmareAll I am requesting is that you FIX WHAT YOUR BROKE so I can use my laptop again!!!!! As for the programs I am giving up on getting those replaced by your companyI can pay for replacing thoseBut I believe the company should be responsible for fixing the laptop that they brokeIf this is not going to be done then a refund of the laptops purchase price or at least the warranty coverage fee of $*** should be reimbursed since it is not being honored.Sincerely,*** ***