We are sorry for any issues the consumer had with their device. At SquareTrade we do offer warranties for "certified refurbished items purchased only at select SquareTrade retail partners and covered by a refurb SquareTrade warranty also purchased at the same retailer." SquareTrade does...
not directly sell warranties for used or refurbished items. During an online purchase the consumer must check a box that states "I confirm that all of the items I'm protecting are new and have been purchased in the last 30 days." The consumer stated they purchased a factory refurbished item which, by industry standards, are products that could not be sold as new by law.
We are sorry the consumer had issues with receiving their reimbursement.
The reason for the delay was that our system had the incorrect email address listed. We have corrected the email address and the consumer has received the gift card code.
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had not received the reimbursement that they were told they would.
We have had a number of issues with our accounting system and they have been addressed. The consumer's reimbursement was credited to their Paypal...
account on 8/11/2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade did reimburse me for the expected amount of $349.99 via paypal on 8/11/15 as they stated
Initial Business Response /* (1000, 6, 2016/01/12) */
We apologize for the issue the consumer experienced. Our records indicate the consumer reimbursement has been processed and the claim is resolved.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/15) */
(The consumer indicated he/she ACCEPTED...
the response from the business.)
While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $480.00 , not the $749.00 as we were told the claim is resolved. I will never purchase a warranty from suare trade again or recommend them to others.
Complaint: [redacted]I am rejecting this response because: This repsonse does not address the issue that the contract was violated when Squaretrade failed to provide me with a replacement phone that was in usable condition. A correctly refurbished phone should not have stopped working just weeks after being received. Squaretrade is in breach of contract for their failure to properly replace my phone. Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The address we had was incorrect which caused a delay in the processing of the claim. Even when we corrected the address in our system it did not initially resolve the issue.
We are...
processing a refund for the diagnostics that were performed.
Due to the poor service the consumer experienced we are refunding them the price of the warranty and paying them out to resolve this claim.
We at Squaretrade sincerely apologize for the difficulty the customer had with the claiming filing process.After further investigation on the consumer's account, Squaretrade did return the consumer's lens as requested. The item arrived back to him on 7/20/[redacted]. The consumer and I spoke and...
also discussed the amount he received as compensation being less than expected, but I later confirmed that the amount of the compensation provided was for the cost of the item itself without the warranty cost included, as per the policy's terms and conditions. Squaretrade made an exception and will process a check to also compensate the consumer's warranty cost, as the consumer desired. I communicated this to the consumer. Squaretrade appreciates the consumer's patience while we investigated the matter.
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced. Our Assurance team determined that the item was misrepresented. Based on the Terms & Conditions we do not cover items that are fraudulently described or misrepresented.
The consumer's...
We are sorry for any delays experienced during the claim process.We show that the consumers unit needed to be sent to the manufacturer as the necessary parts to complete the repair are proprietary. We apologize if this process was not outlined to the consumer. Regarding the increased delay from our...
depot to the consumer, we show that the July 4th Holiday played a role as our depots are required to inspect all work done to ensure functionality. We currently show the device was received and signed for by the consumer on 7/11/[redacted] SquareTrade has acknowledged this delay and provided the consumer with a refund of the full warranty cost to compensate.
Initial Business Response /* (1000, 5, 2015/11/05) */
We are sorry the consumer had issues with their device.
At this time their device is being repaired and it should ship within the next couple of business days.
The repaired device comes with rework period so even if the consumer's warranty...
ends she can still move forward with filing a claim.
We are in contact with the consumer to ensure her repair is satisfactory.
Initial Business Response /* (4000, 8, 2015/11/25) */
We have contacted the consumer and both parties agreed on an appropriate resolution for the complaint. The consumer will be receiving a reimbursement for their warranty via check.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/01) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
I was told I would get a refund. Thanks Revdex.com.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: There is s known tiipping issue with these large monitors with the included bases. I would like the issue to remain open but since this is a known problem I think [redacted] should address the issue. I contacted [redacted] and now they are claiming the the wrong screws were put on the TV base. The screws that came with the TV were used. I think that SquareTade or [redacted] should be responsible for giving my money back or a new Tv. It is quite obvious that they knew there was a problem because the new model now have leg mounts on each end of the TV instead of the triangle base the was use for the TV I brought for a gift. I think there should be an accountability from [redacted] or those vendors who who decide to sale manufacturers extended warranties for these products with known issues.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/27) */
We are sorry the consumer had issues with their device.
The claim was not processed as we were waiting for the purchase receipt to be received. We are unable to process claims without the purchase receipt because we need to have documentation...
to confirm the price, date of purchase and what device was purchased. We did make an exception in this case and once we updated the account to show that we would make the exception the system informed the consumer (erroneously) that the receipt was received.
For reasons unknown to us our attempts to contact the consumer failed. Due to not having any response the claim was not processed.
We will not attempt a repair at this point but will payout the consumer the warranty value of the washer.
We have contacted the consumer to let them know we have approved and are processing the claim.
We apologize for any miscommunication experienced.
According to our records, the consumer's warranty expired 2/4/17 since a 3-year plan was purchased. We do not show any communication before this date concerning this warranty. Regarding the information available on our website, when warranties expire they are no longer viewable or accessible unless a claim was initiated before the expiration. Unfortunately, we would be unable to assist the consumer with their expired warranty since we do not show any communication prior to the expiration date.
We have not received any follow up emails from the consumer. Another voice mail has been left with direct contact information to our resolutions team to assist in resolving their issue. We have also sent another email with this information as well. At this time we are unable to access the consumers account to provide a resolution for their issue.
We apologize for any difficulty the consumer experienced with their claim.Since this issue was brought to our attention we have provided the consumer a new replacement, and we have emailed the consumer detailing this result. We hope this proves to be satisfactory and appreciate the consumer's...
Squaretrade apologizes for any delays experienced.We will be honoring what our management had stated, If the consumer's device does have a recurring issue we will be more than happy to provide coverage. We will also provide a full refund of the warranty price due to this...
inconvenience. We understand the consumer's hesitation and appreciate their patience as we resolved this concern.
We are sorry for any issues the consumer had with their device. At SquareTrade we do offer warranties for "certified refurbished items purchased only at select SquareTrade retail partners and covered by a refurb SquareTrade warranty also purchased at the same retailer." SquareTrade does...
not directly sell warranties for used or refurbished items. During an online purchase the consumer must check a box that states "I confirm that all of the items I'm protecting are new and have been purchased in the last 30 days." The consumer stated they purchased a factory refurbished item which, by industry standards, are products that could not be sold as new by law.
We are sorry the consumer had issues with receiving their reimbursement.
The reason for the delay was that our system had the incorrect email address listed. We have corrected the email address and the consumer has received the gift card code.
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had not received the reimbursement that they were told they would.
We have had a number of issues with our accounting system and they have been addressed. The consumer's reimbursement was credited to their Paypal...
account on 8/11/2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade did reimburse me for the expected amount of $349.99 via paypal on 8/11/15 as they stated
Initial Business Response /* (1000, 6, 2016/01/12) */
We apologize for the issue the consumer experienced. Our records indicate the consumer reimbursement has been processed and the claim is resolved.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/15) */
(The consumer indicated he/she ACCEPTED...
the response from the business.)
While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $480.00 , not the $749.00 as we were told the claim is resolved. I will never purchase a warranty from suare trade again or recommend them to others.
im not happyComplaint: [redacted]I am rejecting this response because:Sincerely,Ralphy [redacted]
Complaint: [redacted]I am rejecting this response because: This repsonse does not address the issue that the contract was violated when Squaretrade failed to provide me with a replacement phone that was in usable condition. A correctly refurbished phone should not have stopped working just weeks after being received. Squaretrade is in breach of contract for their failure to properly replace my phone. Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The address we had was incorrect which caused a delay in the processing of the claim. Even when we corrected the address in our system it did not initially resolve the issue.
We are...
processing a refund for the diagnostics that were performed.
Due to the poor service the consumer experienced we are refunding them the price of the warranty and paying them out to resolve this claim.
We at Squaretrade sincerely apologize for the difficulty the customer had with the claiming filing process.After further investigation on the consumer's account, Squaretrade did return the consumer's lens as requested. The item arrived back to him on 7/20/[redacted]. The consumer and I spoke and...
also discussed the amount he received as compensation being less than expected, but I later confirmed that the amount of the compensation provided was for the cost of the item itself without the warranty cost included, as per the policy's terms and conditions. Squaretrade made an exception and will process a check to also compensate the consumer's warranty cost, as the consumer desired. I communicated this to the consumer. Squaretrade appreciates the consumer's patience while we investigated the matter.
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced. Our Assurance team determined that the item was misrepresented. Based on the Terms & Conditions we do not cover items that are fraudulently described or misrepresented.
The consumer's...
warranty has been cancelled & refunded.
We are sorry for any delays experienced during the claim process.We show that the consumers unit needed to be sent to the manufacturer as the necessary parts to complete the repair are proprietary. We apologize if this process was not outlined to the consumer. Regarding the increased delay from our...
depot to the consumer, we show that the July 4th Holiday played a role as our depots are required to inspect all work done to ensure functionality. We currently show the device was received and signed for by the consumer on 7/11/[redacted] SquareTrade has acknowledged this delay and provided the consumer with a refund of the full warranty cost to compensate.
Initial Business Response /* (1000, 5, 2015/11/05) */
We are sorry the consumer had issues with their device.
At this time their device is being repaired and it should ship within the next couple of business days.
The repaired device comes with rework period so even if the consumer's warranty...
ends she can still move forward with filing a claim.
We are in contact with the consumer to ensure her repair is satisfactory.
Initial Business Response /* (4000, 8, 2015/11/25) */
We have contacted the consumer and both parties agreed on an appropriate resolution for the complaint. The consumer will be receiving a reimbursement for their warranty via check.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/01) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
I was told I would get a refund. Thanks Revdex.com.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: There is s known tiipping issue with these large monitors with the included bases. I would like the issue to remain open but since this is a known problem I think [redacted] should address the issue. I contacted [redacted] and now they are claiming the the wrong screws were put on the TV base. The screws that came with the TV were used. I think that SquareTade or [redacted] should be responsible for giving my money back or a new Tv. It is quite obvious that they knew there was a problem because the new model now have leg mounts on each end of the TV instead of the triangle base the was use for the TV I brought for a gift. I think there should be an accountability from [redacted] or those vendors who who decide to sale manufacturers extended warranties for these products with known issues.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/27) */
We are sorry the consumer had issues with their device.
The claim was not processed as we were waiting for the purchase receipt to be received. We are unable to process claims without the purchase receipt because we need to have documentation...
to confirm the price, date of purchase and what device was purchased. We did make an exception in this case and once we updated the account to show that we would make the exception the system informed the consumer (erroneously) that the receipt was received.
For reasons unknown to us our attempts to contact the consumer failed. Due to not having any response the claim was not processed.
We will not attempt a repair at this point but will payout the consumer the warranty value of the washer.
We have contacted the consumer to let them know we have approved and are processing the claim.
We apologize for any miscommunication experienced.
According to our records, the consumer's warranty expired 2/4/17 since a 3-year plan was purchased. We do not show any communication before this date concerning this warranty. Regarding the information available on our website, when warranties expire they are no longer viewable or accessible unless a claim was initiated before the expiration. Unfortunately, we would be unable to assist the consumer with their expired warranty since we do not show any communication prior to the expiration date.
We have not received any follow up emails from the consumer. Another voice mail has been left with direct contact information to our resolutions team to assist in resolving their issue. We have also sent another email with this information as well. At this time we are unable to access the consumers account to provide a resolution for their issue.
We apologize for any difficulty the consumer experienced with their claim.Since this issue was brought to our attention we have provided the consumer a new replacement, and we have emailed the consumer detailing this result. We hope this proves to be satisfactory and appreciate the consumer's...
patience.
Squaretrade apologizes for any delays experienced.We will be honoring what our management had stated, If the consumer's device does have a recurring issue we will be more than happy to provide coverage. We will also provide a full refund of the warranty price due to this...
inconvenience. We understand the consumer's hesitation and appreciate their patience as we resolved this concern.