We are sorry for any issues the consumer had with their device. When a consumer starts a TV claim online they are emailed trouble shooting steps to help diagnose the issue. If the initial trouble shooting steps emailed to the consumer does not resolve the issue, they are instructed to...
call when they are near the TV for further diagnosis and to finish the claim process. SquareTrade has been experiencing high call volumes which have lead to long hold times. The consumer has been in contact with SquareTrade to finish the claim process and their device has been deemed damaged beyond economic repair. SquareTrade has processed a reimbursement for the consumers item price.
Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experienced.
There was an error with the replacement phone we have resolved the issue & for the inconvenience the consumer has been refunded the full amount of the deductible. Once the replacement phone...
is returned the consumer will be paid out for the device.
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.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of today 2/12/2017 the claim for this consumer has been resolved for a full reimbursement for the cost of
her device. This has brought this matter to a successful conclusion for the consumer.
We apologize to the consumer for the confusion on the warranty. The consumer was not correctly informed of how the warranty works at the point of sale by the seller. The SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that service for...
that item category. Unfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any service. We do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue.
We apologize for any confusion regarding the shipment of the box. We show that the missing paperwork was sent out and the consumer shipped the device in for repairs. We are currently awaiting the device at our repair depot. We will be working with the consumer during this time to keep them updated on the status, we have deemed this case as resolved.
We are sorry for any issues the consumer had with their device. According to the consumers service contract SquarTrade will "Replace Your Product with a product of like, kind, quality and functionality." In the event the consumer needs a replacement device SquareTrade would source a...
like-new device. For the rare occasion the consumer has any issues with the device, there is a 30 day rework period to address any functional issues with their device. The consumers core device is scheduled to arrive at our facility on 6/8/[redacted], according to FedEx tracking. Once the device has been checked in, the consumer will be able to file a claim on their replacement device.
Complaint: [redacted]I am rejecting this response because:
In my and my wife's conversations with SquareTrade they did NOT inform us that they would reimburse us for the cost of shipping to the manufacturer. They simply told us that we had to contact the manufacturer due to the fact that we were still in the first year. SquareTrade told us that the only way they can help us is if the manufacturer denied the claim. So we did what they said and contacted the manufacturer. To this day the manufacturer has not answered our questions. The sheer inconvenience and hassle that SquareTrade has put us through is outrageous. It took us an entire evening and the next day of phone calls and e-mails, in addition to filing a formal complaint with the Revdex.com, to finally find out that they will reimburse us for shipping fees. With as much of a hassle as they have put us through and the hoops we have had to jump through, I have little faith that we would even receive a reimbursement without having to file another complaint. In addition to the trouble that we have gone through so far, it has been almost a month since we have reached out to SquareTrade and the issue is still not resolved. This is a problem because we specifically purchased that bag for my pregnant wife, who has restrictions on how much weight she can lift. We were forced to purchase another bag to maintain the safety of the pregnancy. In summary, this is a terrible company, and we learned our lesson. While buying a carseat at [redacted] ** we were asked to purchase a protection plan, the first thing I asked was from which company, they said SquareTrade, and I said no. Just to clarify, another bag has been purchased, dealing with SquareTrade is awful, but they got what they wanted, and I just want people to know just how bad this company is.
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 since I received my check in the mail last night.Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
I contacted square trade again today. they informed me they have not reprocessed the check. they are staying it was already refund to the card used to purchase the plan originally. I advised them when I canceled the plan that I no longer have access. they are now telling me I have to hunt down the original card holder and get the money from them. they made the mistake of sending it to the card when I advised them I could not access that and are now telling me I have to figure it outSincerely,[redacted]
We are sorry for any issues the consumer had with their device. The consumer's device suffered liquid damaged and required depot repair. After the initial evaluation of the device by the depot, it was determined parts would be needed to complete repairs. Ordering the necessary parts...
caused a delay in the consumer's repair process.
At this time, the repairs have been successfully completed and the consumers device has been returned.
Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize for the issue the consumer experienced with their device. We have sent the consumer a brand new replacement phone and it was received yesterday. The consumer confirmed the claim has been resolved to their satisfaction.
We are sorry for any issues the consumer had with their device. It appears after the consumers tech visit SquareTrade had issues getting in-contact with technician to go over issues with device. SquareTrade will always make several attempts to reach out to a tech before moving to an...
alternate resolution. Currently, we have processed a reimbursement for the consumers item price.
Initial Business Response /* (1000, 5, 2015/06/11) */
We are sorry the consumer had issues with their device.
As per our Terms and Conditions we will attempt a repair on a device before we offer a solution.
In this case the repair was delayed due to not having the correct parts available. If it...
takes more than 15 business day to repair a device we will push the claim to a payout. We have been informed that the repair will be finished in 15 days, if the part comes in on time. For that reason we are processing a payout for the consumer.
We have contacted the consumer and they are aware they will be paid out.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because:
The refund for the cost of the warranty was already made when I complained to the Revdex.com for not honoring the warranty. Any action other than honoring the warranty and repairing the device is unacceptable. If this were permitted, warranties repair service contracts are useless because every time the company will choose to refund the purchase price of the warranty if it is the least expensive option.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
Squaretrade states they will, "replace your product with a product of like, kind, quality and functionality." which they have not done. What they send is not an offer but a selection the replacement team chose for me. The email does not say I can reject this offer or accept the offer. I am not presented with that option. They have knowingly replaced my TV that is not of like, kind, quality and functionality." They sent the cheapest model possible without me having any say in the matter. The replacement team should compare specs and features which is readily available online but they did not. The email states that based on consumer reviews and [redacted] reviews this is the TV "they" have chosen as a replacement. You can look on [redacted] and see there are no reviews for this TV. What they sent was merely a display that cannot receive over the broadcasts because it lacks a built in tuner. They sent a display not a TV that I insured. I am unsure of why it cannot be exchanged. It was purchased just like any other consumer good. It was purchased from [redacted] Club for approximately [redacted] less than the TV I insured. I called [redacted] and had them check based on the order number on the package. As it turns out, I reject this offer and still seek a viable solution.Sincerely,[redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.As of 2/10/2018 the consumer has been approved for a repair of his device. At this moment our repaircenter is awaiting the shipment of the consumer's device to commence repairs.
We apologize for the inconvenience, and have contacted the consumer regarding an alternative resolution. Hopefully this proves to be satisfactory, and we appreciate the consumer's patience while we addressed this issue.
We are sorry for any issue the consumer experienced with their device.
As the consumer stated they had purchased a 3-year warranty on [redacted]. Unfortunately, this warranty expired on [redacted], and we are unable to provide service on a product nearly a year after its expiration...
Initial Business Response /* (1000, 5, 2015/10/14) */
We apologize that the consumer had issues with their device.
The consumer has been issued a payment and is scheduled to receive the payment reimbursement on 10/16/15. The consumer has been contacted and is aware of this resolve.
Initial...
Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received the check US$720.00 at Oct 21st (after 10++ phone calls and conversation, 1 month 12 days after claim was approved), just wish in the future when they send claim payment using Fedex/UPS/USPS Tracking Number, this case will not be happened (compared the shipping fee w/ all the time we both spent and price we paid). Credit claim paid was promised, waiting for the documents to be sent.
Final Business Response /* (4000, 9, 2015/10/23) */
The consumer received her claim payment on October 21st. The suggestion to include tracking information for claim payments has been noted and will be forwarded to management.
We contacted the consumer to address any additional concerns but we have not received a response.
Final Consumer Response /* (2000, 12, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hopefully the credit was sent.
We are sorry for any issues the consumer had with their device. When a consumer starts a TV claim online they are emailed trouble shooting steps to help diagnose the issue. If the initial trouble shooting steps emailed to the consumer does not resolve the issue, they are instructed to...
call when they are near the TV for further diagnosis and to finish the claim process. SquareTrade has been experiencing high call volumes which have lead to long hold times. The consumer has been in contact with SquareTrade to finish the claim process and their device has been deemed damaged beyond economic repair. SquareTrade has processed a reimbursement for the consumers item price.
Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experienced.
There was an error with the replacement phone we have resolved the issue & for the inconvenience the consumer has been refunded the full amount of the deductible. Once the replacement phone...
is returned the consumer will be paid out for the device.
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.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of today 2/12/2017 the claim for this consumer has been resolved for a full reimbursement for the cost of
her device. This has brought this matter to a successful conclusion for the consumer.
We apologize to the consumer for the confusion on the warranty. The consumer was not correctly informed of how the warranty works at the point of sale by the seller. The SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that service for...
that item category. Unfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any service. We do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue.
We apologize for any confusion regarding the shipment of the box. We show that the missing paperwork was sent out and the consumer shipped the device in for repairs. We are currently awaiting the device at our repair depot. We will be working with the consumer during this time to keep them updated on the status, we have deemed this case as resolved.
We are sorry for any issues the consumer had with their device. According to the consumers service contract SquarTrade will "Replace Your Product with a product of like, kind, quality and functionality." In the event the consumer needs a replacement device SquareTrade would source a...
like-new device. For the rare occasion the consumer has any issues with the device, there is a 30 day rework period to address any functional issues with their device. The consumers core device is scheduled to arrive at our facility on 6/8/[redacted], according to FedEx tracking. Once the device has been checked in, the consumer will be able to file a claim on their replacement device.
Complaint: [redacted]I am rejecting this response because:
In my and my wife's conversations with SquareTrade they did NOT inform us that they would reimburse us for the cost of shipping to the manufacturer. They simply told us that we had to contact the manufacturer due to the fact that we were still in the first year. SquareTrade told us that the only way they can help us is if the manufacturer denied the claim. So we did what they said and contacted the manufacturer. To this day the manufacturer has not answered our questions. The sheer inconvenience and hassle that SquareTrade has put us through is outrageous. It took us an entire evening and the next day of phone calls and e-mails, in addition to filing a formal complaint with the Revdex.com, to finally find out that they will reimburse us for shipping fees. With as much of a hassle as they have put us through and the hoops we have had to jump through, I have little faith that we would even receive a reimbursement without having to file another complaint. In addition to the trouble that we have gone through so far, it has been almost a month since we have reached out to SquareTrade and the issue is still not resolved. This is a problem because we specifically purchased that bag for my pregnant wife, who has restrictions on how much weight she can lift. We were forced to purchase another bag to maintain the safety of the pregnancy. In summary, this is a terrible company, and we learned our lesson. While buying a carseat at [redacted] ** we were asked to purchase a protection plan, the first thing I asked was from which company, they said SquareTrade, and I said no. Just to clarify, another bag has been purchased, dealing with SquareTrade is awful, but they got what they wanted, and I just want people to know just how bad this company is.
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 since I received my check in the mail last night.Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
I contacted square trade again today. they informed me they have not reprocessed the check. they are staying it was already refund to the card used to purchase the plan originally. I advised them when I canceled the plan that I no longer have access. they are now telling me I have to hunt down the original card holder and get the money from them. they made the mistake of sending it to the card when I advised them I could not access that and are now telling me I have to figure it outSincerely,[redacted]
We are sorry for any issues the consumer had with their device. The consumer's device suffered liquid damaged and required depot repair. After the initial evaluation of the device by the depot, it was determined parts would be needed to complete repairs. Ordering the necessary parts...
caused a delay in the consumer's repair process.
At this time, the repairs have been successfully completed and the consumers device has been returned.
Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize for the issue the consumer experienced with their device. We have sent the consumer a brand new replacement phone and it was received yesterday. The consumer confirmed the claim has been resolved to their satisfaction.
We are sorry for any issues the consumer had with their device. It appears after the consumers tech visit SquareTrade had issues getting in-contact with technician to go over issues with device. SquareTrade will always make several attempts to reach out to a tech before moving to an...
alternate resolution. Currently, we have processed a reimbursement for the consumers item price.
Initial Business Response /* (1000, 5, 2015/06/11) */
We are sorry the consumer had issues with their device.
As per our Terms and Conditions we will attempt a repair on a device before we offer a solution.
In this case the repair was delayed due to not having the correct parts available. If it...
takes more than 15 business day to repair a device we will push the claim to a payout. We have been informed that the repair will be finished in 15 days, if the part comes in on time. For that reason we are processing a payout for the consumer.
We have contacted the consumer and they are aware they will be paid out.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because:
The refund for the cost of the warranty was already made when I complained to the Revdex.com for not honoring the warranty. Any action other than honoring the warranty and repairing the device is unacceptable. If this were permitted, warranties repair service contracts are useless because every time the company will choose to refund the purchase price of the warranty if it is the least expensive option.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
Squaretrade states they will, "replace your product with a product of like, kind, quality and functionality." which they have not done. What they send is not an offer but a selection the replacement team chose for me. The email does not say I can reject this offer or accept the offer. I am not presented with that option. They have knowingly replaced my TV that is not of like, kind, quality and functionality." They sent the cheapest model possible without me having any say in the matter. The replacement team should compare specs and features which is readily available online but they did not. The email states that based on consumer reviews and [redacted] reviews this is the TV "they" have chosen as a replacement. You can look on [redacted] and see there are no reviews for this TV. What they sent was merely a display that cannot receive over the broadcasts because it lacks a built in tuner. They sent a display not a TV that I insured. I am unsure of why it cannot be exchanged. It was purchased just like any other consumer good. It was purchased from [redacted] Club for approximately [redacted] less than the TV I insured. I called [redacted] and had them check based on the order number on the package. As it turns out, I reject this offer and still seek a viable solution.Sincerely,[redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.As of 2/10/2018 the consumer has been approved for a repair of his device. At this moment our repaircenter is awaiting the shipment of the consumer's device to commence repairs.
We apologize for the inconvenience, and have contacted the consumer regarding an alternative resolution. Hopefully this proves to be satisfactory, and we appreciate the consumer's patience while we addressed this issue.
We are sorry for any issue the consumer experienced with their device.
As the consumer stated they had purchased a 3-year warranty on [redacted]. Unfortunately, this warranty expired on [redacted], and we are unable to provide service on a product nearly a year after its expiration...
date.
Initial Business Response /* (1000, 5, 2015/10/14) */
We apologize that the consumer had issues with their device.
The consumer has been issued a payment and is scheduled to receive the payment reimbursement on 10/16/15. The consumer has been contacted and is aware of this resolve.
Initial...
Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received the check US$720.00 at Oct 21st (after 10++ phone calls and conversation, 1 month 12 days after claim was approved), just wish in the future when they send claim payment using Fedex/UPS/USPS Tracking Number, this case will not be happened (compared the shipping fee w/ all the time we both spent and price we paid). Credit claim paid was promised, waiting for the documents to be sent.
Final Business Response /* (4000, 9, 2015/10/23) */
The consumer received her claim payment on October 21st. The suggestion to include tracking information for claim payments has been noted and will be forwarded to management.
We contacted the consumer to address any additional concerns but we have not received a response.
Final Consumer Response /* (2000, 12, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hopefully the credit was sent.