We are sorry the consumer had issues with their device.Our repair depot received the package with the consumers device, and noticed that it had physical damage, along with a missing piece. They took pictures of the unit upon receipt. This is the normal procedure when they receive any device...
for repair. The pictures show the physical damages and was returned to the consumer un-repaired. Since the damages are outside of the terms and conditions, we're unable to reimburse the consumer.
Complaint: [redacted]I am rejecting this response because: when I purchased the IPOD, it showed 1 option on screen for square trade warranty. To confirm that it was covered, I went on square trade's website and pursued to research the warranty. I did purchase it because it covered against accidental use. I never got paperwork for the "fine print" from square trade so I could read it, until something happened. Then it's we offer this or that. That was not clear on [redacted] web page when you order online. This IPOD deserves to be replaced due to misleading information and bait and switch advertising. Please advise. 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.
I have already given Square Trade my home address of [redacted]. Sincerely, [redacted]
SquareTrade provides reimbursement information via email but also in the service contract, "Reimbursements: Sometimes it's faster to reimburse you the cost of your item. If we reimburse:... If your item is shippable, we'll provide you with a pre-paid shipping label. Once we receive your item, we'll pay your claim within 3-5 business days.".Unfortunately, The consumer's service contract and subsequent emails have made this requirement very clear. Squaretrade would not be able to provide reimbursement without the defective product being returned.
Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with their device.
We were waiting for the receipt of purchase of the device in order to process the claim. The receipt was sent to us but it was not processed correctly. We are addressing this issue by...
having additional training for our specialists.
We have processed the claim and the consumer should have the reimbursement in 7 - 10 business days. Due to the delays we are refunding the consumer the cost of the warranty. They should receive that payment also in 7 - 10 business days.
We have left messages for the consumer and emailed them to let them know how we are processing the payment for their claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They never left any messages. They did email me asking for the receipt which I sent to them. I'm asking that they send me some type of gift card for all this back and forth and horrible custumer service I've been receiving. Ive received the check for the tablet but not the warranty, they told me I would receive a refund for that also. I called yesterday 9/28/15 and the rep that tried to help me had no clue and stated "we dont refund warranties". This Square Trade company really need to get it together, I am a very dissatisfied customer!
Final Business Response /* (4000, 9, 2015/10/09) */
According to our records the payment was processed two weeks ago and the consumer should have received it by now. If they have not they need to contact us so we can reprocess the payment. We have tried to call the number on the complaint numerous times, the call is answered but no one was on the phone and we were unable to leave a message.
Final Consumer Response /* (2000, 11, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because: 1- we were told we were going to get reimbursed 50% weeks ago and has yet to be received. 2- we were told that after investing if they were able to see that we were indeed lied to we would get the remainder of the policy back and since we were in fact lied to multiple times we are still expecting the other half. 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, but only because they paid me what was supposed to be paid by the warranty. Their response through here was unacceptable.Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: The five days to respond to the business's response is almost up and a replacement TV has not been delivered yet. I also disagree that the business made it clear that "The consumer is required to reply back to this email accepting the replacement offer" The only thing that was clear on the email was that I had to clarify my ship to address. The email did not include any wording that required me to accept the model and brand of the replacement TV. Shipping notification has been received but nothing has been delivered as of today.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.
Thank you for your assistance in this matter.
Sincerely, [redacted]
We are sorry for any issues the consumer had with their device.We have reached out to the consumer and provided an alternate resolution. We are currently waiting on the consumer to reply back with a decision.
We apologize for the inconveniences caused to the consumer.Records indicate original payment was mailed but appeared to have not arrived therefore we resent the payment. Per our Terms and Conditions we are to reimburse the MSRP of the unit, at this time we are unable to accommodate the...
We apologize for the inconveniences the consumer experienced.We show that the consumer requested to cancel all his plans with us.We have since cancelled all existing plans upon the consumers request.
We apologize the consumer experienced issues with their device. The SquareTrade Assurance Team noticed significant irregularities with the consumer's account and confirmed misrepresentations made to SquareTrade when submitting Protection Plan claims. Unfortunately, misrepresentation, falsifying...
and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel the Protection Plans. We have cancelled all of the existing Protection Plans associated with the account and blocked the accounts.These Protection Plans will be refunded in full, to the original payment method used at the time of purchase. The consumer has been emailed this information.
We are sorry for any issues the consumer had with their device. After looking into the account, a reimbursement has been processed for the device and the prorated warranty amount.
Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize the consumer had issues with their device.
The consumer has been contacted to resolve his complaint and has agreed to a payout for his device. For the inconvenience he experienced we also refunded the warranty price.
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.
I DO WISH SQUARETRADE WOULD HAVE A MORE CONSTRUCTIVE APPROACH TO THESE MATTERS - IT TOOK 7 COMMUNICATIONS (OR MORE) WITH THEM, RESULTING IN NO RESOLUTION. THANK YOU Revdex.com, FOR ACTING AS AN ARBITERSincerely, Radu[redacted]
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. For the 1st year the consumer is referred to the manufacturer. Per the Terms & Conditions, "The Protection Plan is inclusive of any US manufacturer's warranty that may exist...
during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty." For example the manufacturer does not cover Accidental Damage from Handling but for this warranty we cover do. The consumer requested to cancel the warranty & it was processed 1/15/2016. The refund check should be received within 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company was useless and I would advise any other consumer NOT to purchase their warranty. It does nothing to help insure a product.
Final Business Response /* (4000, 9, 2016/02/08) */
The consumer requested a refund for the warranty. It has been processed and mailed to the consumer. The consumer has been contacted to confirm receipt of the refund check.
We are sorry for any issues the consumer experienced with their device. According to our records, the consumer's device was sent in for repairs 1 time. We show that the device was tested and found to not have any issues. We have advised the consumer the issue might be intermittent and have...
made an exception to provide reimbursement of the device. Unfortunately, we are unable to provide a replacement as we do not have these types of devices readily available. Moreover, we will be unable to refund the warranty price either since we have adhered to our service guarantee. Moving forward we have offered the consumer to send the device back in, go to a local repair shop, or accept the reimbursement of the device, these are the only resolution available.
Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their device. If a repaired device malfunctions within 30 days the consumer can contact us to have the item repaired and the deductible is waived. The consumer contacted us after the 30...
day period and as stated in the terms & conditions there is a $65.00 deductible for every claim filed. The consumer has been contacted via email & by phone to resolve this complaint.
We are sorry for any delays experienced during the claim process.
According to our records, the box arrived and the unit was shipped out to our depot on [redacted]. The unit is currently en route back to the consumer fully repaired and is estimated to arrive [redacted] at 4pm. We do apologize...
for the delays in receiving the box and appreciate the consumer's patience.
We are sorry the consumer had issues with their device.Our repair depot received the package with the consumers device, and noticed that it had physical damage, along with a missing piece. They took pictures of the unit upon receipt. This is the normal procedure when they receive any device...
for repair. The pictures show the physical damages and was returned to the consumer un-repaired. Since the damages are outside of the terms and conditions, we're unable to reimburse the consumer.
Complaint: [redacted]I am rejecting this response because: when I purchased the IPOD, it showed 1 option on screen for square trade warranty. To confirm that it was covered, I went on square trade's website and pursued to research the warranty. I did purchase it because it covered against accidental use. I never got paperwork for the "fine print" from square trade so I could read it, until something happened. Then it's we offer this or that. That was not clear on [redacted] web page when you order online. This IPOD deserves to be replaced due to misleading information and bait and switch advertising. Please advise. 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.
I have already given Square Trade my home address of [redacted]. Sincerely, [redacted]
SquareTrade provides reimbursement information via email but also in the service contract, "Reimbursements: Sometimes it's faster to reimburse you the cost of your item. If we reimburse:... If your item is shippable, we'll provide you with a pre-paid shipping label. Once we receive your item, we'll pay your claim within 3-5 business days.".Unfortunately, The consumer's service contract and subsequent emails have made this requirement very clear. Squaretrade would not be able to provide reimbursement without the defective product being returned.
Initial Business Response /* (1000, 5, 2015/09/24) */
We are sorry the consumer had issues with their device.
We were waiting for the receipt of purchase of the device in order to process the claim. The receipt was sent to us but it was not processed correctly. We are addressing this issue by...
having additional training for our specialists.
We have processed the claim and the consumer should have the reimbursement in 7 - 10 business days. Due to the delays we are refunding the consumer the cost of the warranty. They should receive that payment also in 7 - 10 business days.
We have left messages for the consumer and emailed them to let them know how we are processing the payment for their claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They never left any messages. They did email me asking for the receipt which I sent to them. I'm asking that they send me some type of gift card for all this back and forth and horrible custumer service I've been receiving. Ive received the check for the tablet but not the warranty, they told me I would receive a refund for that also. I called yesterday 9/28/15 and the rep that tried to help me had no clue and stated "we dont refund warranties". This Square Trade company really need to get it together, I am a very dissatisfied customer!
Final Business Response /* (4000, 9, 2015/10/09) */
According to our records the payment was processed two weeks ago and the consumer should have received it by now. If they have not they need to contact us so we can reprocess the payment. We have tried to call the number on the complaint numerous times, the call is answered but no one was on the phone and we were unable to leave a message.
Final Consumer Response /* (2000, 11, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because: 1- we were told we were going to get reimbursed 50% weeks ago and has yet to be received. 2- we were told that after investing if they were able to see that we were indeed lied to we would get the remainder of the policy back and since we were in fact lied to multiple times we are still expecting the other half. 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, but only because they paid me what was supposed to be paid by the warranty. Their response through here was unacceptable.Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: The five days to respond to the business's response is almost up and a replacement TV has not been delivered yet. I also disagree that the business made it clear that "The consumer is required to reply back to this email accepting the replacement offer" The only thing that was clear on the email was that I had to clarify my ship to address. The email did not include any wording that required me to accept the model and brand of the replacement TV. Shipping notification has been received but nothing has been delivered as of today.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.
Thank you for your assistance in this matter.
Sincerely, [redacted]
We are sorry for any issues the consumer had with their device.We have reached out to the consumer and provided an alternate resolution. We are currently waiting on the consumer to reply back with a decision.
We apologize for the inconveniences caused to the consumer.Records indicate original payment was mailed but appeared to have not arrived therefore we resent the payment. Per our Terms and Conditions we are to reimburse the MSRP of the unit, at this time we are unable to accommodate the...
consumers request.
We apologize for the inconveniences the consumer experienced.We show that the consumer requested to cancel all his plans with us.We have since cancelled all existing plans upon the consumers request.
We apologize the consumer experienced issues with their device. The SquareTrade Assurance Team noticed significant irregularities with the consumer's account and confirmed misrepresentations made to SquareTrade when submitting Protection Plan claims. Unfortunately, misrepresentation, falsifying...
and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel the Protection Plans. We have cancelled all of the existing Protection Plans associated with the account and blocked the accounts.These Protection Plans will be refunded in full, to the original payment method used at the time of purchase. The consumer has been emailed this information.
We are sorry for any issues the consumer had with their device. After looking into the account, a reimbursement has been processed for the device and the prorated warranty amount.
Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize the consumer had issues with their device.
The consumer has been contacted to resolve his complaint and has agreed to a payout for his device. For the inconvenience he experienced we also refunded the warranty price.
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.
I DO WISH SQUARETRADE WOULD HAVE A MORE CONSTRUCTIVE APPROACH TO THESE MATTERS - IT TOOK 7 COMMUNICATIONS (OR MORE) WITH THEM, RESULTING IN NO RESOLUTION. THANK YOU Revdex.com, FOR ACTING AS AN ARBITERSincerely, Radu[redacted]
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. For the 1st year the consumer is referred to the manufacturer. Per the Terms & Conditions, "The Protection Plan is inclusive of any US manufacturer's warranty that may exist...
during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty." For example the manufacturer does not cover Accidental Damage from Handling but for this warranty we cover do. The consumer requested to cancel the warranty & it was processed 1/15/2016. The refund check should be received within 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company was useless and I would advise any other consumer NOT to purchase their warranty. It does nothing to help insure a product.
Final Business Response /* (4000, 9, 2016/02/08) */
The consumer requested a refund for the warranty. It has been processed and mailed to the consumer. The consumer has been contacted to confirm receipt of the refund check.
We are sorry for any issues the consumer experienced with their device. According to our records, the consumer's device was sent in for repairs 1 time. We show that the device was tested and found to not have any issues. We have advised the consumer the issue might be intermittent and have...
made an exception to provide reimbursement of the device. Unfortunately, we are unable to provide a replacement as we do not have these types of devices readily available. Moreover, we will be unable to refund the warranty price either since we have adhered to our service guarantee. Moving forward we have offered the consumer to send the device back in, go to a local repair shop, or accept the reimbursement of the device, these are the only resolution available.
Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their device. If a repaired device malfunctions within 30 days the consumer can contact us to have the item repaired and the deductible is waived. The consumer contacted us after the 30...
day period and as stated in the terms & conditions there is a $65.00 deductible for every claim filed. The consumer has been contacted via email & by phone to resolve this complaint.
We are sorry for any delays experienced during the claim process.
According to our records, the box arrived and the unit was shipped out to our depot on [redacted]. The unit is currently en route back to the consumer fully repaired and is estimated to arrive [redacted] at 4pm. We do apologize...
for the delays in receiving the box and appreciate the consumer's patience.