We are sorry for any issue the consumer experienced with their device.
We understand the unit did not suffer "drops, spills, and liquid damage", but the point of focus is the "damage associated with the handling and use of Your Product". Any damages that were sustained by handling the device ( picking it up, moving, cleaning, etc), would not be covered under the protection plan. The wear and tear aspect of the warranty does not include parts or the unit suffering physical damage (i.e. broken handle). Again, we apologize for any miscommunication about how the warranty works. In conclusion, SquareTrade is not responsible for providing any further coverage for the consumer.
We apologize for any difficulty the consumer has experienced with the cancellation of their warranty.
As of 12/28/2017 Squaretrade has received insufficient information in order to have the policy fully registered in our system, and this is why we have been unable to provide a cancellation . We...
have reached out to the consumer to receive additional information, and once the policy has been found we will follow up with the consumer and provide the desired refund.
Complaint: [redacted]I am rejecting this response because:
I read the warranty documention carefully and did not find any language in the warranty about "void" of the warranty. The language says that SquareTrade is not responsible for repairing any damage from accidents or liquid. The computer I purchased has a defective Logic Board, and I am requesting replacement of that Logic Board.
We are sorry for any miscommunication experienced.We appreciate that the consumer provided all of the necessary documentation at the start of the plan but it seems that it was attached to her account, causing the confusion. It also seems that the shipping process was not described in depth. Since we provide the shipping to and from we do ask the consumer pack and secure all packages before they are sent. In regards to the deductible, any resolution we provide to our consumers for cellular devices does come with a deductible charge. We apologize that these details of the claims process were not fully explained.
We are sorry for any confusion experienced during the claim process.Unless a claim was initiated before the expiration of a warranty we are unable to provide coverage. Squaretrade requires its consumers to contact us prior to seeking service for a repair. Per our terms and conditions, "HOW TO MAKE A CLAIM AND GET YOUR ITEM SERVICED: Login to www.squaretrade.com/claims, or call us at 1-877-WARRANTY (927-7268).Select which item, the claim reason, and describe the issue you're having. Once we have all the necessary info, we'll contact you with next steps, typically the same day.". We state exactly how to initiate a claim on a device and since the repair was performed before the start of a claim, we are unable to provide assistance on the expired warranty.
We have reached out to the consumer via the phone number on file for the customer's account, as well as the number provided in the Revdex.com complaint. Both times we failed to establish contact with the consumer, and we have sent an email requesting additional information.
Attached is an excerpt from this warranty contract, detailing the end and start date for the warranty.
Complaint: [redacted]I am rejecting this response because:
These people are no spelling it out when the warranties are purchased - over 1,000 other people could not possible be wrong as over 90% have the EXACT SAME complaint. JUst because of this company - I will NEVER buy another piece of anything from [redacted] or anywhere else for that matter that uses these half bit clowns as a "so called warranty" company - thats to bad too.
I plan on contacting corporate [redacted] as well to make them fully aware they should drop them.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
They sent me a return box and I mailed it away to TX. Received the computer back and it's just like it was when I sent it out - no power and now the screen is cracked. If possible, please note that when I signed up for Square Trade years ago, they advertised a no-questions asked, 48 guarantee that the computer would be fixed or the cost refunded. Now, it's way different. It's going on two weeks now and there's lots of confusion. Sincerely,[redacted]
The Assurance team confirmed the consumer submitted an invoice that was edited to show a higher amount than what was quoted by the repair store.Unfortunately, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel Protection Plans where material misrepresentation is suspected. An Assurance team manager has already contacted the consumer & informed we will be cancelling & refunded all existing Protection Plans associated with your account and blocked your account(s) due to significant irregularities.
Complaint: [redacted]I am rejecting this response because: I'm happy to do a three way contact with [redacted] and Square Trade so that they can confirm the pricing. Just let me know 24 hours in advance so I can contact [redacted] to arrange the conversation. Regarding what is covered/not covered, all I can say is that I'm not a technician and don't know the inner workings of a computer, but I was sent by Square Trade to fix the computer to wherever I could find and that they would reimburse me. I asked if [redacted]'s [redacted] was okay, they said yes, I went, got it fixed and now trying to get reimbursed because [redacted], the company that Square Trade set up to fix it, after multiple tries could not. The other thing I would like to comment about is that I got on a three way call before, but the supervisor said he could not authorize it. Please give me a time and date and I will make the arrangements and I will make sure to be on the call with you. Appreciate the time and look forward to having my issue resolved. Sincerely,Juan [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
We reached out to the consumer on the morning of 2/8/2017 with a resolution that was happily agreed to by the consumer.
We apologize for any difficulty experienced during the claims process.
Whenever Squaretrade technicians determine an item is irreparable, we move to replace the item. If we determine that we are unable to provide a replacement that is comparable we provide the consumer a reimbursement of their...
warranty value as an alternative. While we understand the consumer would have preferred reimbursement in this circumstance, nowhere in the policy terms and conditions do we guarantee providing a reimbursement upon request.
Whenever Squaretrade provides a replacement device it is tested up to manufacturer standards, and any cosmetic differences such as item color or light signs of wear and tear should not effect the item functionality. If the item experiences any sort of hardware or electrical failures we would recommend the consumer contacts us so we can ensure they are provided a device that is satisfactory. We apologize if the consumer received a notification that their own ipad was being returned, as this was sent in error. Due to this we have refunded the full value of the consumer's warranty.
Complaint: [redacted]I am rejecting this response because: I felt as though I was forced into taking a cash pay out. this is something I do not want I want a replacment phone. I have been around and around with this buisness and everything in there brochure is false this has been nothing but a hassel. they say hassel free and this has been more than a hassel I have spent countless hours on the phone transfered back and fourth. the only phone they will offer me is a phone that is 3 to 4 years older than the one I have and am still paying for. The pay out they want to give me isn't going to cover all the charges and fees plus gas and wear a tear on my vehicle to go find a new phone because I live in a rual area with very little around. This buisness has not tried to compensate for any and everything we have been through. I have had to keep my wife's phone from her so I can make phone calls texts and emails to try and get some kind of a resolution. This is not acceptable my wife drives and hour to work and an hour home everyday and delivers mail driving all day so now she is without a phone if and accident or break down happens she has no way to get help. I have been without my phone for about 10 days now also paying for a service I am not able to use. I have paid for the protection plan and the deductible and have yet to receive anything. Buyers Be Ware!!!!! False advertisement!!! By the time I get a new phone ill be without service for a month that I have had to pay for.Sincerely,[redacted]
We are sorry the consumer had issues with their device.
Our specialist was misinformed. You cannot purchase a warrant for a refurbished items from our website. In this case the consumer did not purchase the warranty from our website but directly from the reseller that also sells our warranties....
In this case the reseller can sell warranties for refurbished items.
We have processed a claim for payout and have emailed the consumer the instructions for completing the claim.
We apologize for any inconvenience that the consumer might have experienced during this process.
We spoke with the customer on 5/15/2018 and came to the agreement of sending him a check for $25.00 as
he had requested!
This case is considered to have been successfully closed.
We are sorry for any issues the consumer had with their device. The device was determined to have liquid damage once it was audited by our repair technician. Inside the consumer's device the liquid indicators showed there had been liquid present. Due to the consumer not having accidental damage from handling protection we were not able to attempt a repair to the customer's device. A reimbursement of the consumer's warranty cost has been processed. We are able to to cancel and refund the consumer's remaining warranty at their request.
We completely understand and appreciate the consumer's concerns. At this point in time, we show conflicting information based off of the warranty listing, which states it is not offered with used or refurbished units. Furthermore, the consumer has yet to provide a receipt showing the device and warranty purchased together. Since the consumer states, the warranty was offered at the time of purchase, once this has been provided we would be able to honor the warranty.
We are sorry for any confusion experienced during the claim process.Our records indicate that the consumer has purchased the extended warranty from the reseller and was not sold by SquareTrade. We apologize if the consumer was misinformed, but the service agreement that was emailed to the consumer, does not state that "Accidental Damage from Handling" was purchased. Hence, SquareTrade has not honored coverage for the "accidental" claim.Unfortunately, SquareTrade is unable to assist the consumer with a claim on the damaged television set.
We are sorry for any issue the consumer experienced with their device.
We understand the unit did not suffer "drops, spills, and liquid damage", but the point of focus is the "damage associated with the handling and use of Your Product". Any damages that were sustained by handling the device ( picking it up, moving, cleaning, etc), would not be covered under the protection plan. The wear and tear aspect of the warranty does not include parts or the unit suffering physical damage (i.e. broken handle). Again, we apologize for any miscommunication about how the warranty works. In conclusion, SquareTrade is not responsible for providing any further coverage for the consumer.
We apologize for any difficulty the consumer has experienced with the cancellation of their warranty.
As of 12/28/2017 Squaretrade has received insufficient information in order to have the policy fully registered in our system, and this is why we have been unable to provide a cancellation . We...
have reached out to the consumer to receive additional information, and once the policy has been found we will follow up with the consumer and provide the desired refund.
Complaint: [redacted]I am rejecting this response because:
I read the warranty documention carefully and did not find any language in the warranty about "void" of the warranty. The language says that SquareTrade is not responsible for repairing any damage from accidents or liquid. The computer I purchased has a defective Logic Board, and I am requesting replacement of that Logic Board.
Sincerely,Carolyn [redacted]
We are sorry for any miscommunication experienced.We appreciate that the consumer provided all of the necessary documentation at the start of the plan but it seems that it was attached to her account, causing the confusion. It also seems that the shipping process was not described in depth. Since we provide the shipping to and from we do ask the consumer pack and secure all packages before they are sent. In regards to the deductible, any resolution we provide to our consumers for cellular devices does come with a deductible charge. We apologize that these details of the claims process were not fully explained.
We are sorry for any confusion experienced during the claim process.Unless a claim was initiated before the expiration of a warranty we are unable to provide coverage. Squaretrade requires its consumers to contact us prior to seeking service for a repair. Per our terms and conditions, "HOW TO MAKE A CLAIM AND GET YOUR ITEM SERVICED: Login to www.squaretrade.com/claims, or call us at 1-877-WARRANTY (927-7268).Select which item, the claim reason, and describe the issue you're having. Once we have all the necessary info, we'll contact you with next steps, typically the same day.". We state exactly how to initiate a claim on a device and since the repair was performed before the start of a claim, we are unable to provide assistance on the expired warranty.
We have reached out to the consumer via the phone number on file for the customer's account, as well as the number provided in the Revdex.com complaint. Both times we failed to establish contact with the consumer, and we have sent an email requesting additional information.
Attached is an excerpt from this warranty contract, detailing the end and start date for the warranty.
Complaint: [redacted]I am rejecting this response because:
These people are no spelling it out when the warranties are purchased - over 1,000 other people could not possible be wrong as over 90% have the EXACT SAME complaint. JUst because of this company - I will NEVER buy another piece of anything from [redacted] or anywhere else for that matter that uses these half bit clowns as a "so called warranty" company - thats to bad too.
I plan on contacting corporate [redacted] as well to make them fully aware they should drop them.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
They sent me a return box and I mailed it away to TX. Received the computer back and it's just like it was when I sent it out - no power and now the screen is cracked. If possible, please note that when I signed up for Square Trade years ago, they advertised a no-questions asked, 48 guarantee that the computer would be fixed or the cost refunded. Now, it's way different. It's going on two weeks now and there's lots of confusion. Sincerely,[redacted]
The Assurance team confirmed the consumer submitted an invoice that was edited to show a higher amount than what was quoted by the repair store.Unfortunately, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel Protection Plans where material misrepresentation is suspected. An Assurance team manager has already contacted the consumer & informed we will be cancelling & refunded all existing Protection Plans associated with your account and blocked your account(s) due to significant irregularities.
Complaint: [redacted]I am rejecting this response because: I'm happy to do a three way contact with [redacted] and Square Trade so that they can confirm the pricing. Just let me know 24 hours in advance so I can contact [redacted] to arrange the conversation. Regarding what is covered/not covered, all I can say is that I'm not a technician and don't know the inner workings of a computer, but I was sent by Square Trade to fix the computer to wherever I could find and that they would reimburse me. I asked if [redacted]'s [redacted] was okay, they said yes, I went, got it fixed and now trying to get reimbursed because [redacted], the company that Square Trade set up to fix it, after multiple tries could not. The other thing I would like to comment about is that I got on a three way call before, but the supervisor said he could not authorize it. Please give me a time and date and I will make the arrangements and I will make sure to be on the call with you. Appreciate the time and look forward to having my issue resolved. Sincerely,Juan [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
We reached out to the consumer on the morning of 2/8/2017 with a resolution that was happily agreed to by the consumer.
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for any difficulty experienced during the claims process.
Whenever Squaretrade technicians determine an item is irreparable, we move to replace the item. If we determine that we are unable to provide a replacement that is comparable we provide the consumer a reimbursement of their...
warranty value as an alternative. While we understand the consumer would have preferred reimbursement in this circumstance, nowhere in the policy terms and conditions do we guarantee providing a reimbursement upon request.
Whenever Squaretrade provides a replacement device it is tested up to manufacturer standards, and any cosmetic differences such as item color or light signs of wear and tear should not effect the item functionality. If the item experiences any sort of hardware or electrical failures we would recommend the consumer contacts us so we can ensure they are provided a device that is satisfactory. We apologize if the consumer received a notification that their own ipad was being returned, as this was sent in error. Due to this we have refunded the full value of the consumer's warranty.
Complaint: [redacted]I am rejecting this response because: I felt as though I was forced into taking a cash pay out. this is something I do not want I want a replacment phone. I have been around and around with this buisness and everything in there brochure is false this has been nothing but a hassel. they say hassel free and this has been more than a hassel I have spent countless hours on the phone transfered back and fourth. the only phone they will offer me is a phone that is 3 to 4 years older than the one I have and am still paying for. The pay out they want to give me isn't going to cover all the charges and fees plus gas and wear a tear on my vehicle to go find a new phone because I live in a rual area with very little around. This buisness has not tried to compensate for any and everything we have been through. I have had to keep my wife's phone from her so I can make phone calls texts and emails to try and get some kind of a resolution. This is not acceptable my wife drives and hour to work and an hour home everyday and delivers mail driving all day so now she is without a phone if and accident or break down happens she has no way to get help. I have been without my phone for about 10 days now also paying for a service I am not able to use. I have paid for the protection plan and the deductible and have yet to receive anything. Buyers Be Ware!!!!! False advertisement!!! By the time I get a new phone ill be without service for a month that I have had to pay for.Sincerely,[redacted]
We are sorry the consumer had issues with their device.
Our specialist was misinformed. You cannot purchase a warrant for a refurbished items from our website. In this case the consumer did not purchase the warranty from our website but directly from the reseller that also sells our warranties....
In this case the reseller can sell warranties for refurbished items.
We have processed a claim for payout and have emailed the consumer the instructions for completing the claim.
We apologize for any inconvenience that the consumer might have experienced during this process.
We spoke with the customer on 5/15/2018 and came to the agreement of sending him a check for $25.00 as
he had requested!
This case is considered to have been successfully closed.
Complaint:[redacted]I am rejecting this response because:Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. The device was determined to have liquid damage once it was audited by our repair technician. Inside the consumer's device the liquid indicators showed there had been liquid present. Due to the consumer not having accidental damage from handling protection we were not able to attempt a repair to the customer's device. A reimbursement of the consumer's warranty cost has been processed. We are able to to cancel and refund the consumer's remaining warranty at their request.
We completely understand and appreciate the consumer's concerns. At this point in time, we show conflicting information based off of the warranty listing, which states it is not offered with used or refurbished units. Furthermore, the consumer has yet to provide a receipt showing the device and warranty purchased together. Since the consumer states, the warranty was offered at the time of purchase, once this has been provided we would be able to honor the warranty.
We are sorry for any confusion experienced during the claim process.Our records indicate that the consumer has purchased the extended warranty from the reseller and was not sold by SquareTrade. We apologize if the consumer was misinformed, but the service agreement that was emailed to the consumer, does not state that "Accidental Damage from Handling" was purchased. Hence, SquareTrade has not honored coverage for the "accidental" claim.Unfortunately, SquareTrade is unable to assist the consumer with a claim on the damaged television set.