We apologize for any inconvenience that the consumer might have experienced during this process.We had one of our tech specialist reach out to the customer to perform some expert troubleshooting with the consumer.After the completion of the troubleshooting the problem was addressed and resolved for...
the consumer.In conclusion the consumer's TV set is now fully functioning with no problems!
Complaint: [redacted]I am rejecting this response because: The repair was performed during the warranty period. Per SQUARE TRADE's, www.squaretrade.com/iphone-warranty, web page....
Local Repair Option
Need it fixed now? Take your device to a local repair shop or [redacted], pay for any repairs, and we'll reimburse you. Great when traveling (SquareTrade covers you anywhere in the world) or when you just can’t wait.
BLUF: 1. The repair was made during warranty period. 2. Square Trade's web page allows this route. 3. No mention of a timeframe to make a claim at the Local Repair Option statement (e.g., ensure you make your claim prior to expiration of warranty). 4. It's a better business practice to honor this type of claim. $[redacted] [redacted] (deductible) = $**. For example: Another one of our [redacted]' quit working two weeks ago. We took it to the [redacted] store they quoted us $[redacted] to replace, because the phone was out of manufacturers one year warranty coverage. However, they did want to try and replace the battery to see if this would fix the phone. Once the new battery arrived for the old broken phone the phone still didn't work. The [redacted] rep gave us a new phone, free of charge. That's how you run a business
Sincerely,[redacted]
We are sorry for any confusion experienced during the claim process.
The warranty purchased seems to be the incorrect warranty needed for the used device. Squaretrade recognizes that the warranty was offered in error and we will be honoring the claim as an exception. We are in contact with...
the reseller to correct this issue for future consumers. The claim has been processed on [redacted] and we will be reimbursing the consumer for the device.
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, given that the information they provided was honest and accurate. Additionally, as long as they agree to refund the consumer warranty as stated, I find this resolution satisfactory.Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: The TV offered by SquareTrade still is not the same caliber as the original unit.Sincerely,Daniel [redacted]
Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours
Complaint: [redacted]I am rejecting this response because:
The second offer to pay for the replacement was delayed until the price of the replacement unit dropped by $[redacted]. Square Trade was notified that the local repair shop could not fix the phone on [redacted], but no reply or confirmative email was sent out to me on that day after they were notified that the repair could not be done. They had previously that day sent an email stating to send them the receipt from the repair once it was repaired, but after being notified later that same day that the repair could not be done, they did not confirm that with a follow-up email. It was not until after I called them again on [redacted] that they sent the email stating they would pay out $[redacted], $[redacted] less than previously agreed upon. I called back immediately to complain and a new email was sent out stating they would re-imburse me for $[redacted]. I called AGAIN that same day to ask why the extra money. They then confirmed that I would get $[redacted] instead of $[redacted] (or the $[redacted] I was expecting) because the cost of the replacement phone at that time ([redacted]) was $[redacted]. I received verbal confirmation from a live person that I would in fact get $[redacted]. This is what I expect, but won't settle for anything less than the $[redacted] (an extra $[redacted]). I expect them to honor their word. If they give me something in writing, and then later confirm it over the phone, I expect them to follow through, whether that person made a mistake or not. It was their mistake. Now pay up!
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had issues with their device.
There are sometimes where our inventory does not have the correct phone. In this case we tried to source another phone but we had the incorrect model and the customer received the wrong...
phone.
We are reviewing our procedure and are training our specialist to better message what the consumer should expect.
We are reimbursing the consumer the price of the phone and have refunded the price of the warranty back to the consumer.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to someone 8/12/15 regarding this issue. The girl stated that they are unable to find me a replacement phone, and they were going to buy me out of my phone for $699. However, my receipt clearly shows $768.99. I asked to speak with a manager (again).
I did finally speak to a manager. He agreed to refund me the price of the warranty given that I had only used a few months of it, and it would expire when I turned my phone in. He also agreed to pay the $769 stated on my reciept.
However, I received an email today (8/14/15) that stated I had been approved for a payout of $699. I called Squaretrade, but unfortunately they do not have anyone answering that phone line and you must leave a message.
Final Business Response /* (4000, 9, 2015/08/19) */
We are sorry the consumer had issues with discrepancy of the payment.
We have process a check in the amount of $69 that will make up the difference between what the consumer has received and what they were promised.
The check is being sent out today and is scheduled to be delivered on August 20.
Complaint: [redacted]I am rejecting this response because:
(The Revdex.com system is not clear: it asked me to take action, but I haven't yet received a responde from the business to the following from 4/1/**:)
If Square Trade did not accept my laptop as valid for coverage through their warranty, they should have told me when I sent them the full details of the laptop by email on 8/1/[redacted]. It's not a fair business model to wait and see if there is a claim before deciding whether a warranty will be honored or not. As a compromise, I am willing to pay a premium to continue my laptop warranty. Let me emphasize that I have fixed the problem I had reported to Squaretrade my own (I bought a replacement part online for about $**), so the laptop is currently working just fine. What would Squaretrade consider a fair premium? Please keep in mind that more than half the term of the warranty has passed, and the original contract says nothing about stores from which it may be purchased.Sincerely,[redacted]
We're sorry that you did not receive your Protection plan. You should have received an electronic copy of your Service Agreement as part of the confirmation email we sent you, following your Protection Plan purchase. We have resent your Protection plan to you. Looking into the account, a...
reimbursement of the warranty cost was processed on 6/09/[redacted].
We are sorry for any issues the consumer had with their device.
At this time we are unable to locate the consumer's account with the information that has been provided. We have reached out to the consumer and left a voice mail with our direct contact information. Until contact is made with...
the consumer we can not investigate the issue further.
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]
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]
We apologize for any inconvenience that the consumer might have experienced during this process.
When claims are being processed there are several steps or phases that a claim can potentially go through depending on the level of damage the item has received.
The...
following is taken directly from the consumer's warranty in the hopes of clarifying these phases mentioned above:
HOW WE WILL SERVICE YOUR PRODUCT:
Depending on the Product and failure circumstances, at Our discretion, We will either:
Repair Your Product, or;
Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
Replace Your Product with a product of like, kind, quality and functionality.
The main point in this case is that our warranties do not promise nor guarantee that a consumer would receive a new product but instead would receive as the warranty states "a product of like, quality and functionality".
With that being said we are adhering to our promise to our consumer to replace their item under the above mentioned conditions.
Complaint:[redacted]I am rejecting this response because: The email generated and from what they told me by Square trade stated they would be able to repair the item and it would take 2-3 business days to as and repair. To me that email was an statement that would honor the warrantyAttached is the email I received. Second they failed to contact me in a normal amount of time and I spent over two months without a phone and I am still without a phone, it came back and still doesn't work! Third there was no water damage to the phone. they didn't prove to me that there was and I think it is just an excuse not honor the warranty.
Again I want them to cancel all my policies and refund my money, because they are not a trusted company. Second they still need fix my phone like they told me they would or pay for me to get it fixed. And if they don't do that I need compensation for my time I took trying to contact them for two months and I had to take time off from work to do this. And at no point did they attempt to contact me. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer did not receive the payments as promised.
We are reviewing our processes and are trying to improve them. We hand delivered the check for the reimbursement of the device on 8/11. We also refunded the customer the...
warranty price due to the poor experience they had.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After filing the complaint, I quickly received a phone call from [redacted] at SquareTrade. He was able to promptly accept responsibility, apologize for the breakdown in communication and refund my money. I was satisfied with the response and would do business with them again.
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 am happy to see that they have decided to improve their willingness to work with the consumer as compared to previous interactions. I will await the 2nd check. The first one arrived in the mail after the complaint was filed. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
We are sorry the consumer delays in the reimbursement of their repair.
We have tried to call the consumer on the number listed in the complaint. The phone answers, however there is nothing but silence from the other end. The consumer was...
directed to send some test results to us, which he did.
We reimburse customers for repairs when the repairs have been completed and paid for. The consumer sends the receipt to us and we reimburse the repair costs. We cannot reimburse repairs without appropriate receipts. The consumer did send us a receipt of the parts needed to repair the TV but did not send us a receipt for the labor as he did the repair himself. We will make a one-time exception and will pay the consumer the labor cost without a receipt.
Since we cannot communicate with the consumer via phone we are emailing him this information.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry that the consumer had issues filing their claim.We are sorry that the representative misspoke and told the consumer to bring it back to the store to repair. Since this item is only 6 months old the consumer is still covered within the manufacturer's warranty. We do recommend that the...
consumer gets in contact with the manufacturer to discuss repair options as it will not affects their warranty amount. When the consumer does file a claim during the extended warranty time period we will cover the expenses of parts and labor or a replacement up to the coverage amount. Once again we apologize for the wrong information given.
We are sorry for any confusion experienced during the claim process.
Unfortunately, Squaretrade does not process alternate resolutions due to delayed repairs. Furthermore, our depot has stated they would be able to repair the device and have it en route to the consumer by[redacted] We apologize...
for any delays experienced, we have refunded the consumer half of their warranty price along with the deductible cost for this claim.
Moving forward, we will be allowing our depot to complete the repair as per our terms and conditions, "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality, and functionality.".
We apologize for any inconvenience that the consumer might have experienced during this process.We had one of our tech specialist reach out to the customer to perform some expert troubleshooting with the consumer.After the completion of the troubleshooting the problem was addressed and resolved for...
the consumer.In conclusion the consumer's TV set is now fully functioning with no problems!
Complaint: [redacted]I am rejecting this response because: The repair was performed during the warranty period. Per SQUARE TRADE's, www.squaretrade.com/iphone-warranty, web page....
Local Repair Option
Need it fixed now? Take your device to a local repair shop or [redacted], pay for any repairs, and we'll reimburse you. Great when traveling (SquareTrade covers you anywhere in the world) or when you just can’t wait.
BLUF: 1. The repair was made during warranty period. 2. Square Trade's web page allows this route. 3. No mention of a timeframe to make a claim at the Local Repair Option statement (e.g., ensure you make your claim prior to expiration of warranty). 4. It's a better business practice to honor this type of claim. $[redacted] [redacted] (deductible) = $**. For example: Another one of our [redacted]' quit working two weeks ago. We took it to the [redacted] store they quoted us $[redacted] to replace, because the phone was out of manufacturers one year warranty coverage. However, they did want to try and replace the battery to see if this would fix the phone. Once the new battery arrived for the old broken phone the phone still didn't work. The [redacted] rep gave us a new phone, free of charge. That's how you run a business
Sincerely,[redacted]
We are sorry for any confusion experienced during the claim process.
The warranty purchased seems to be the incorrect warranty needed for the used device. Squaretrade recognizes that the warranty was offered in error and we will be honoring the claim as an exception. We are in contact with...
the reseller to correct this issue for future consumers. The claim has been processed on [redacted] and we will be reimbursing the consumer for the device.
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, given that the information they provided was honest and accurate. Additionally, as long as they agree to refund the consumer warranty as stated, I find this resolution satisfactory.Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: The TV offered by SquareTrade still is not the same caliber as the original unit.Sincerely,Daniel [redacted]
Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours
Complaint: [redacted]I am rejecting this response because:
The second offer to pay for the replacement was delayed until the price of the replacement unit dropped by $[redacted]. Square Trade was notified that the local repair shop could not fix the phone on [redacted], but no reply or confirmative email was sent out to me on that day after they were notified that the repair could not be done. They had previously that day sent an email stating to send them the receipt from the repair once it was repaired, but after being notified later that same day that the repair could not be done, they did not confirm that with a follow-up email. It was not until after I called them again on [redacted] that they sent the email stating they would pay out $[redacted], $[redacted] less than previously agreed upon. I called back immediately to complain and a new email was sent out stating they would re-imburse me for $[redacted]. I called AGAIN that same day to ask why the extra money. They then confirmed that I would get $[redacted] instead of $[redacted] (or the $[redacted] I was expecting) because the cost of the replacement phone at that time ([redacted]) was $[redacted]. I received verbal confirmation from a live person that I would in fact get $[redacted]. This is what I expect, but won't settle for anything less than the $[redacted] (an extra $[redacted]). I expect them to honor their word. If they give me something in writing, and then later confirm it over the phone, I expect them to follow through, whether that person made a mistake or not. It was their mistake. Now pay up!
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had issues with their device.
There are sometimes where our inventory does not have the correct phone. In this case we tried to source another phone but we had the incorrect model and the customer received the wrong...
phone.
We are reviewing our procedure and are training our specialist to better message what the consumer should expect.
We are reimbursing the consumer the price of the phone and have refunded the price of the warranty back to the consumer.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to someone 8/12/15 regarding this issue. The girl stated that they are unable to find me a replacement phone, and they were going to buy me out of my phone for $699. However, my receipt clearly shows $768.99. I asked to speak with a manager (again).
I did finally speak to a manager. He agreed to refund me the price of the warranty given that I had only used a few months of it, and it would expire when I turned my phone in. He also agreed to pay the $769 stated on my reciept.
However, I received an email today (8/14/15) that stated I had been approved for a payout of $699. I called Squaretrade, but unfortunately they do not have anyone answering that phone line and you must leave a message.
Final Business Response /* (4000, 9, 2015/08/19) */
We are sorry the consumer had issues with discrepancy of the payment.
We have process a check in the amount of $69 that will make up the difference between what the consumer has received and what they were promised.
The check is being sent out today and is scheduled to be delivered on August 20.
Complaint: [redacted]I am rejecting this response because:
(The Revdex.com system is not clear: it asked me to take action, but I haven't yet received a responde from the business to the following from 4/1/**:)
If Square Trade did not accept my laptop as valid for coverage through their warranty, they should have told me when I sent them the full details of the laptop by email on 8/1/[redacted]. It's not a fair business model to wait and see if there is a claim before deciding whether a warranty will be honored or not. As a compromise, I am willing to pay a premium to continue my laptop warranty. Let me emphasize that I have fixed the problem I had reported to Squaretrade my own (I bought a replacement part online for about $**), so the laptop is currently working just fine. What would Squaretrade consider a fair premium? Please keep in mind that more than half the term of the warranty has passed, and the original contract says nothing about stores from which it may be purchased.Sincerely,[redacted]
We're sorry that you did not receive your Protection plan. You should have received an electronic copy of your Service Agreement as part of the confirmation email we sent you, following your Protection Plan purchase. We have resent your Protection plan to you. Looking into the account, a...
reimbursement of the warranty cost was processed on 6/09/[redacted].
We are sorry for any issues the consumer had with their device.
At this time we are unable to locate the consumer's account with the information that has been provided. We have reached out to the consumer and left a voice mail with our direct contact information. Until contact is made with...
the consumer we can not investigate the issue further.
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]
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]
We apologize for any inconvenience that the consumer might have experienced during this process.
When claims are being processed there are several steps or phases that a claim can potentially go through depending on the level of damage the item has received.
The...
following is taken directly from the consumer's warranty in the hopes of clarifying these phases mentioned above:
HOW WE WILL SERVICE YOUR PRODUCT:
Depending on the Product and failure circumstances, at Our discretion, We will either:
Repair Your Product, or;
Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or;
Replace Your Product with a product of like, kind, quality and functionality.
The main point in this case is that our warranties do not promise nor guarantee that a consumer would receive a new product but instead would receive as the warranty states "a product of like, quality and functionality".
With that being said we are adhering to our promise to our consumer to replace their item under the above mentioned conditions.
Complaint:[redacted]I am rejecting this response because: The email generated and from what they told me by Square trade stated they would be able to repair the item and it would take 2-3 business days to a
s and repair. To me that email was an statement that would honor the warrantyAttached is the email I received. Second they failed to contact me in a normal amount of time and I spent over two months without a phone and I am still without a phone, it came back and still doesn't work! Third there was no water damage to the phone. they didn't prove to me that there was and I think it is just an excuse not honor the warranty.
Again I want them to cancel all my policies and refund my money, because they are not a trusted company. Second they still need fix my phone like they told me they would or pay for me to get it fixed. And if they don't do that I need compensation for my time I took trying to contact them for two months and I had to take time off from work to do this. And at no point did they attempt to contact me. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer did not receive the payments as promised.
We are reviewing our processes and are trying to improve them. We hand delivered the check for the reimbursement of the device on 8/11. We also refunded the customer the...
warranty price due to the poor experience they had.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After filing the complaint, I quickly received a phone call from [redacted] at SquareTrade. He was able to promptly accept responsibility, apologize for the breakdown in communication and refund my money. I was satisfied with the response and would do business with them again.
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 am happy to see that they have decided to improve their willingness to work with the consumer as compared to previous interactions. I will await the 2nd check. The first one arrived in the mail after the complaint was filed. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
We are sorry the consumer delays in the reimbursement of their repair.
We have tried to call the consumer on the number listed in the complaint. The phone answers, however there is nothing but silence from the other end. The consumer was...
directed to send some test results to us, which he did.
We reimburse customers for repairs when the repairs have been completed and paid for. The consumer sends the receipt to us and we reimburse the repair costs. We cannot reimburse repairs without appropriate receipts. The consumer did send us a receipt of the parts needed to repair the TV but did not send us a receipt for the labor as he did the repair himself. We will make a one-time exception and will pay the consumer the labor cost without a receipt.
Since we cannot communicate with the consumer via phone we are emailing him this information.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry that the consumer had issues filing their claim.We are sorry that the representative misspoke and told the consumer to bring it back to the store to repair. Since this item is only 6 months old the consumer is still covered within the manufacturer's warranty. We do recommend that the...
consumer gets in contact with the manufacturer to discuss repair options as it will not affects their warranty amount. When the consumer does file a claim during the extended warranty time period we will cover the expenses of parts and labor or a replacement up to the coverage amount. Once again we apologize for the wrong information given.
We are sorry for any confusion experienced during the claim process.
Unfortunately, Squaretrade does not process alternate resolutions due to delayed repairs. Furthermore, our depot has stated they would be able to repair the device and have it en route to the consumer by[redacted] We apologize...
for any delays experienced, we have refunded the consumer half of their warranty price along with the deductible cost for this claim.
Moving forward, we will be allowing our depot to complete the repair as per our terms and conditions, "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality, and functionality.".