(The consumer indicated he/she DID NOT accept the response from the business.)I received an email from you outside of the [redacted] stating that you would like to work with me and resolve this issue. I appreciate that, and the only way we are going to resolve this is if you get a manager to take exception to the fact that you do not have additional paperwork, nor were you able to obtain additional paperwork from the facility. That is the same situation I'm in. I hold you responsible for this and ask that you issue full refund of the phone I had to purchase on this particular situation/case. Thank you.
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...
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 are sorry for any issues the consumer had with their device.
After looking into the consumers account it appears the core fee return was processed on 6/20. Checks are processed within 24 hours and mailed from the east coast.
We are sorry for any issues the consumer had with their device. Looking into the consumers account we have processed a reimbursement for the item price.
Cancelled all plans due to Square Trade not honoring the claim filed. Have yet to receive refund from cancellation of all 4 plans. Have yet to have broken display claim that was filed before cancellation honored.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
As previously stated, since the warranty purchased by the consumer did not include ADH coverage, we would be unable to assist. The warranty has been canceled and a full warranty refund processed.
Complaint: [redacted]I am rejecting this response because: I don't agree with the timeline AND all it took to just through to a capable CSR, if you read my complaint you can see that but a refund is NOT the most important part the computer sat from April 11 when I received saying that the computer was repaired and a fedex tracking number in that e-mail which turned out to be per fedex nothing but a pre-shipping ticket (I DON'T HAVE FED EX EXACT TERMINOLOGY) SUPPOSEDLY it was shipped April 16 WHY did it sit from the 11 to 16 just to be shipped? and received April 20. You don't deserve a A+ rating with anybody.Sincerely,Karen [redacted]
We apologize for any confusion regarding our processing time.Squaretrade understands and appreciates the consumer feedback concerning the claim process. Since the delays related to the repair were outside of SquareTrade's control, such as the date we received the consumers proof of purchase and the date the unit was shipped to our depot. We have operated in accordance with the time-frame expressed to our consumers. Moving forward, we have already provided the consumer with the full reimbursement for the warrantied unit, concluding our service.
We are sorry for any issues the consumer had with their device. When a consumer sends in an item for repair we allow an additional 30 day rework period incase there are any furhter issues that need to be adressed. In the event the consumer's warranty ends after a repair our rework policy...
would still continue after the end date. The consumers warranty has expired and is not eligible for any rework attempts. At this point in time, SquareTrade would not be able to cover the consumers device.
Complaint: [redacted]I am rejecting this response because: The only two options I have is to accept or reject Square Trade's response. They have been working to try to get the replacement sent out to me; however, I've not received any type of monetary compensation (ie, refunded cost of my warranty). I am rejecting this response because I am not satisfied and will not be satisfied until I receive the device and/or the cost of my warranty being refunded to me. Maybe once I receive this, I will accept this company's response. I'm not trying to be difficult, but I feel that this is fair when I spent so much money on this device. 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 after I've received the promised items. Sincerely, [redacted]
According to our records, the consumer purchased a used device with a standard coverage warranty. Warranty coverage is defined in the Terms & Conditions provided to all consumers. The Terms states, "This Protection Plan will cover a mechanical or electrical failure of the Covered Product", it...
does not provide "Accidental Damage from Handling (ADH) coverage." Due to these reasons, we are unable to provide assistance in connection with this warranty or device.
We are sorry for any issue the consumer experienced with their device.
Squaretrade does apologize for the incorrect replacement that was sent. We show that the consumer filed the claim on [redacted] and called into to advise of the error on [redacted]. We had ordered a replacement upgrade for the...
consumer due to the mix-up on [redacted] and the device shipped [redacted]. At this point, the consumer has shipped the incorrect replacement back to us on [redacted] and we have deemed this claim as resolved.
We are sorry for any issues the consumer had with their device. According to the consumers warranty contract their device is covered against Mechanical and Electrical failures that occur during normal use. Any non moving, broken parts on the device are not be eligible for wear and tear and requires accidental damage from handling protection. SquareTrade does not cover manufacturer's defects or equipment failure as the manufacturer would have issued a recall or a factory bulletin. Since the consumer's device currently has a broken part we would not be able to provide service. At this time we can reimburse the consumer their warranty cost.
Complaint:[redacted]I am rejecting this response because: They've allowed me to start the process for a...
refund, but I've yet to receive confirmation that a refund was sent or received anything. Complaint wouldn't be resolved until they make good on their communications. I've sent them my laptop and they've confirmed receipt. Their last communication advised that they'll notify me within 7-10 days concerning a refund. Given prior delays, I'm not confident I can expect anything within that timeframe.Sincerely,[redacted]
We apologize that the consumer has delays on receiving the reimbursement.We are currently re-sending you a check and you should be receiving it within the next 7 to 10 business daysWe apologize for the delay
Complaint: [redacted]I am rejecting this response because: The panel had already failed prior to the scratch on the TV. The panel has no physical damage; the two items are not related. The reason we bough the warranty was our last big screen had a panel go out and replacing them is cost prohibitive. We feel the company is trying to cloud the issue by referring to the scratch to avoid the payout of the TV (panel replacement is cost prohibitive). Sincerely,[redacted]
We are sorry for any delays experienced during the claim process.We show that initially, we were unable to locate the consumer's account with the information provided to us. We have since located the warranty and registered the account with the consumer. According to our records, a claim has been...
filed on the warranty and is currently in the process of being paid out. We have sent the consumer a legal affidavit to sign and return, once received we will be fully reimbursing for the items price.
Unfortunately Squaretrade would be unable to provide the consumer an alternative resolution, as none of our television policies carry coverage against accidental or physical damage. In the consumer's reply it's stated that cracks on the screen appeared after touching the television, which is an indicator that physically touching the item caused the damage.
Attached is one of the images provided to us by the consumer, verifying the reasons for denial. If desired the consumer's policy can be cancelled and refunded, but we would not be able to provide a repair for this item.
(The consumer indicated he/she DID NOT accept the response from the business.)I received an email from you outside of the [redacted] stating that you would like to work with me and resolve this issue. I appreciate that, and the only way we are going to resolve this is if you get a manager to take exception to the fact that you do not have additional paperwork, nor were you able to obtain additional paperwork from the facility. That is the same situation I'm in. I hold you responsible for this and ask that you issue full refund of the phone I had to purchase on this particular situation/case. Thank you.
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.
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 are sorry for any issues the consumer had with their device.
After looking into the consumers account it appears the core fee return was processed on 6/20. Checks are processed within 24 hours and mailed from the east coast.
We are sorry for any issues the consumer had with their device. Looking into the consumers account we have processed a reimbursement for the item price.
Cancelled all plans due to Square Trade not honoring the claim filed. Have yet to receive refund from cancellation of all 4 plans. Have yet to have broken display claim that was filed before cancellation honored.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
As previously stated, since the warranty purchased by the consumer did not include ADH coverage, we would be unable to assist. The warranty has been canceled and a full warranty refund processed.
Complaint: [redacted]I am rejecting this response because: I don't agree with the timeline AND all it took to just through to a capable CSR, if you read my complaint you can see that but a refund is NOT the most important part the computer sat from April 11 when I received saying that the computer was repaired and a fedex tracking number in that e-mail which turned out to be per fedex nothing but a pre-shipping ticket (I DON'T HAVE FED EX EXACT TERMINOLOGY) SUPPOSEDLY it was shipped April 16 WHY did it sit from the 11 to 16 just to be shipped? and received April 20. You don't deserve a A+ rating with anybody.Sincerely,Karen [redacted]
We apologize for any confusion regarding our processing time.Squaretrade understands and appreciates the consumer feedback concerning the claim process. Since the delays related to the repair were outside of SquareTrade's control, such as the date we received the consumers proof of purchase and the date the unit was shipped to our depot. We have operated in accordance with the time-frame expressed to our consumers. Moving forward, we have already provided the consumer with the full reimbursement for the warrantied unit, concluding our service.
We are sorry for any issues the consumer had with their device. When a consumer sends in an item for repair we allow an additional 30 day rework period incase there are any furhter issues that need to be adressed. In the event the consumer's warranty ends after a repair our rework policy...
would still continue after the end date. The consumers warranty has expired and is not eligible for any rework attempts. At this point in time, SquareTrade would not be able to cover the consumers device.
Complaint: [redacted]I am rejecting this response because: The only two options I have is to accept or reject Square Trade's response. They have been working to try to get the replacement sent out to me; however, I've not received any type of monetary compensation (ie, refunded cost of my warranty). I am rejecting this response because I am not satisfied and will not be satisfied until I receive the device and/or the cost of my warranty being refunded to me. Maybe once I receive this, I will accept this company's response. I'm not trying to be difficult, but I feel that this is fair when I spent so much money on this device. 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 after I've received the promised items. Sincerely, [redacted]
According to our records, the consumer purchased a used device with a standard coverage warranty. Warranty coverage is defined in the Terms & Conditions provided to all consumers. The Terms states, "This Protection Plan will cover a mechanical or electrical failure of the Covered Product", it...
does not provide "Accidental Damage from Handling (ADH) coverage." Due to these reasons, we are unable to provide assistance in connection with this warranty or device.
We are sorry for any issue the consumer experienced with their device.
Squaretrade does apologize for the incorrect replacement that was sent. We show that the consumer filed the claim on [redacted] and called into to advise of the error on [redacted]. We had ordered a replacement upgrade for the...
consumer due to the mix-up on [redacted] and the device shipped [redacted]. At this point, the consumer has shipped the incorrect replacement back to us on [redacted] and we have deemed this claim as resolved.
We are sorry for any issues the consumer had with their device. According to the consumers warranty contract their device is covered against Mechanical and Electrical failures that occur during normal use. Any non moving, broken parts on the device are not be eligible for wear and tear and requires accidental damage from handling protection. SquareTrade does not cover manufacturer's defects or equipment failure as the manufacturer would have issued a recall or a factory bulletin. Since the consumer's device currently has a broken part we would not be able to provide service. At this time we can reimburse the consumer their warranty cost.
Complaint:[redacted]I am rejecting this response because: They've allowed me to start the process for a...
refund, but I've yet to receive confirmation that a refund was sent or received anything. Complaint wouldn't be resolved until they make good on their communications. I've sent them my laptop and they've confirmed receipt. Their last communication advised that they'll notify me within 7-10 days concerning a refund. Given prior delays, I'm not confident I can expect anything within that timeframe.Sincerely,[redacted]
We apologize that the consumer has delays on receiving the reimbursement.We are currently re-sending you a check and you should be receiving it within the next 7 to 10 business daysWe apologize for the delay
Complaint: [redacted]I am rejecting this response because: The panel had already failed prior to the scratch on the TV. The panel has no physical damage; the two items are not related. The reason we bough the warranty was our last big screen had a panel go out and replacing them is cost prohibitive. We feel the company is trying to cloud the issue by referring to the scratch to avoid the payout of the TV (panel replacement is cost prohibitive). Sincerely,[redacted]
We are sorry for any delays experienced during the claim process.We show that initially, we were unable to locate the consumer's account with the information provided to us. We have since located the warranty and registered the account with the consumer. According to our records, a claim has been...
filed on the warranty and is currently in the process of being paid out. We have sent the consumer a legal affidavit to sign and return, once received we will be fully reimbursing for the items price.
Unfortunately Squaretrade would be unable to provide the consumer an alternative resolution, as none of our television policies carry coverage against accidental or physical damage. In the consumer's reply it's stated that cracks on the screen appeared after touching the television, which is an indicator that physically touching the item caused the damage.
Attached is one of the images provided to us by the consumer, verifying the reasons for denial. If desired the consumer's policy can be cancelled and refunded, but we would not be able to provide a repair for this item.