We are sorry for any confusion experienced during the claim process.Squaretrade only provides checks for deposit, not to cash. We apologize if this has caused any inconvenience. We recommend that the consumer deposit the check and then withdraw the amount from their banking institute. We have noted...
the concern and will be taking this under advisement.
Complaint: [redacted]I am rejecting this response because:
As I stated in my original complaint, my issue is in large part that the company decided to quote misleading information and then decided not to honor it. What is more they told me, quite directly, that I should be thankful for what they are offering as they should pay me less. This is quite absurd, as the RAM cards I installed alone cost me more than this dispute even was, and while they were willing to ship me back the hard drive they never offered to ship back the RAM that they decided not to pay for. This is legal conversion, nothing less.
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]
Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with their TV.
As per our Terms and Conditions we can replace an unrepairable device with a comparable device, same features as the consumer's previous device has. We did discuss this with the consumer and...
he was not pleased with the model we were offering. We did come to an agreement with the consumer that we would payout the claim in this case.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received check for replacement and closure of my TV warranty on 08/08/15. I waited to respond till check had cleared. Now in response to Square Trade's comparable replacement of my unrepairable TV. As per their Terms and Conditions, there wasn't anything in the contract that "at their discretion" means to give their customers pain and discomfort in the repairing or replacing or even paying off the contract to make the customer go away. It says when in 5 days of said item under warranty would be repaired or replaced. Neither was done and Square Trade refused to negotiate on what to do next. I didn't file this complaint till almost a month later. All because the replacement TV didn't have the 3D function (Vizio). Their (Sony) did but it was their base model. They keep saying it was a "TOP" tier TV but it wasn't. The "XBR" is their top tier TV. Why it took a month without a TV is because communication with the specialist they had assigned me. I called (20 times) and emailed as many times to get this process going. That was the MAIN problem and Square Trade needs to address that because I have several warranties with them and hope I NEVER go this again.
Initial Business Response /* (1000, 5, 2015/12/03) */
Our records indicate all three warranties are on the consumer's account. The consumer has been contacted but we have yet to receive a response.
We are sorry for any issues the consumer had with their device.When an item is purchased from one of SquareTrades re-sellers consumers are encouraged to purchase their warranty directly from that re-seller. Purchases of SquareTrade's warranty direct when an item is purchased from a re-seller...
is valid but not encouraged. The consumers warranty is valid and SquareTrade will process a claim for repair on the item.
While we understand the consumer believes us to be providing misinformation, we have detailed records verifying our results. This includes tracking information from Fedex verifying the delivery of the item to the consumer from our repair center.
We would have no alternative resolutions to offer in this situation, and we apologize for any inconvenience.
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 issues the consumer had with their device. With unlocked devices we are generally only able to offer a depot repair or a local repair invoice. SquareTrade is not able to replace unlocked devices as our replacement's are tied to a specific carrier. We have moved...
forward to reimburse the consumer for their item price. A check is currently being processed to be mailed out to the consumer.
Complaint: [redacted]I am rejecting this response because: I made several phone calls to SquareTrade, and was promised numerous callbacks, which never occurred. Postmark on check indicates it was not mailed until after I filed the Revdex.com complaint.Sincerely,[redacted]
In previous correspondence with SquareTrade, SquareTrade Customer Support Management stated that all phone calls with them are recorded. In my original complaint, I asked that SquareTrade review the phone recordings of my correspondence with them to verify the facts. I received an email today from...
[redacted]. at SquareTrade and Chris stated that he was unable to locate any phone call recordings related to my account.
We are sorry for any confusion experienced during the claim process.
Prior to any and all troubleshooting is performed, our consumers are advised to backup data to prevent information loss. We have made an exception to provide reimbursement of the OS in this instance. The reimbursement was...
processed on [redacted] and completes all reimbursements in connection with this repair and claim.
Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's check has been processed. We ask that the consumer allow 7-10 business day to receive it.
Initial Consumer Rebuttal /* (3000, 7,...
2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I await for the check.
Thank you. Once received I will close complaint accordingly.
[redacted] Holidays!
Final Business Response /* (4000, 9, 2016/01/14) */
Our records indicate the consumer's check should have been received. We have left a message for the consumer to confirm delivery of the check.
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for any inconvenience that the consumer might have experienced during this process. The claim the consumer is referring to here is from 5/7/2015 and the last time there was any communication between us and the consumer was on 5/8/2015. This makes this claim almost 2 years old. I...
also see the warranties the customer mentioned he had which were cancelled by him.I understand the consumer was frustrated in reference to the problem not being able to be replicated but this is a very important part of what we do. When issues of this sort are addressed by local repair entities and the problem cannot be replicated it limits what we are able to do for our customers in terms of a resolution since there is not problem to be addressed.We do not have any records showing that the consumer wrote in to us or called us to express his frustrations in reference to his experience with his vacuum attempting to be repaired. Had we been notified by the consumer of his concern I am sure that we could have tried to work out some other solution.Unfortunately it has been close to 2 years since this incident occurred and the warranty has since been concluded. Given the current situation where the warranty has been concluded and the amount of time that has transpired since the claim we will not be able to assist the customer with his problem.
Initial Business Response /* (1000, 5, 2015/07/30) */
We are sorry the consumer had an issue with their phone.
As there is a crack on the screen a technician would not be able to ascertain if the issue was caused by an accident. In any case there was an accident as is evident by the crack and the...
warranty does not cover accidents.
We are sorry but based on our Terms and Conditions for this warranty we would not be able to take a claim. Since the warranty was not of any use to the consumer we refunded the warranty price to them.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response but I want this information available to other consumers so this problem does not happen to them
Final Business Response /* (4000, 9, 2015/08/12) */
Unfortunately there is nothing we can do about repairing a phone that has damage if the warranty does not have accident coverage as in this case.
The information showing what the warranty covers is in the warranty summary and the Terms and Conditions of the warranty.
Final Consumer Response /* (4200, 11, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact remains that they sold Me a warranty on a phone that had a damaged screen, and the phone worked fine for several months obviously the cracked screen did not affect the function. At this point I just want this information available to other consumers.
We are sorry for any confusion experienced from the warranty purchase.
According to our records, the warranty purchased on [redacted] had a cap of $[redacted]. Unfortunately, submitting the receipt does not mean that Squaretrade is checking that the purchase price matches the warranty cap. Per our...
service contract, it is the consumer's duty to "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location.". The reason for this is because a consumer is allowed to purchase whichever coverage amount they would like. Squaretrade is only required to cover the device for either the purchase price of the product or the price cap of the warranty, whichever is lower. Unfortunately, since the warranty was purchased well over 30 days ago there is no way to resell the coverage amounts.
Complaint: [redacted]I am rejecting this response because:
The thing is which is a scam on your company, because the box that the TV came in isn the TV that belong in the box and its not the same model number on the TV so what type of company sends a TV with 2 different model numbers.Sincerely,[redacted]
According to our records, the issue described by the consumer in addition to the age of the product is what resulted in the denial of the consumers claim. Since the unit is still under the manufacturer's warranty, the consumer was directed to contact and resolve their concerns with them. Squaretrade...
does provide shipping reimbursement for packages sent to the manufacturer. Due to this, we have denied service as our Terms & Conditions state, "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...". Unfortunately, unless the manufacturer has denied coverage of the product, we would be unable to provide assistance at this time.
(The consumer indicated he/she DID NOT accept the response from the business.)The reason given for refusing to honor a legal waaranty and claim, cancelling my warranties, and blocking my acocunt is not justifiable, quantifiable, or legal. I want reimbursement under my warranty. I have spoken at length with [redacted] and they have tried on several occasions to correct this misunderstanding with SquareTrade to no avail; the customer service is based out of India and they continue to get representatives that are not helpful or they are left on hold for extended periods of time. All I want is reimbursement for the phone I had to replace.
1) We apologize for any inconvenience that the consumer might have experienced during this process.
We can understand that this is a frustrating situation for our consumer's to encounter and this is part of the reason we offered the consumer a refund of his warranty purchase...
price.
To be clear we do not cover accidental damages of any kind on TV sets. In the consumers specific issue there are various reasons why it has been determined that the problem was due to physical damage.
To begin any pressure points on a TV screen in the form of semi or whole black circles are indicative of physical damage. The reason for this is that they do not occur naturally but instead are prompted by some type of physical contact to the TV set.
This can be done by pressing on the plastic piece in front of the display which then bends this piece and thus presses on the panel ultimately causing the distortion. Another way this can happen is by bumping into the frame where it becomes warped again causing it to press into the panel ultimately causing a distortion.
The fact that the customer has vertical lines on the screen also show that the issue again stems from physical damage.
At some point the consumer's TV was physically impacted and it could have been in a way that the consumer might not have even noticed or thought it trivial. What we must keep in mind is that these TV's are very sensitive and are not built to the specifications of other items such as laptops and cell phones that can withstand impacts of considerable pressure to the screen.
In the end we love to help our consumer's as many of them can attest to but unfortunately in this case we cannot due to the evidence.
We are sorry for any confusion experienced during the claim process.Squaretrade only provides checks for deposit, not to cash. We apologize if this has caused any inconvenience. We recommend that the consumer deposit the check and then withdraw the amount from their banking institute. We have noted...
the concern and will be taking this under advisement.
Complaint: [redacted]I am rejecting this response because:
As I stated in my original complaint, my issue is in large part that the company decided to quote misleading information and then decided not to honor it. What is more they told me, quite directly, that I should be thankful for what they are offering as they should pay me less. This is quite absurd, as the RAM cards I installed alone cost me more than this dispute even was, and while they were willing to ship me back the hard drive they never offered to ship back the RAM that they decided not to pay for. This is legal conversion, nothing less.
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]
Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with their TV.
As per our Terms and Conditions we can replace an unrepairable device with a comparable device, same features as the consumer's previous device has. We did discuss this with the consumer and...
he was not pleased with the model we were offering. We did come to an agreement with the consumer that we would payout the claim in this case.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received check for replacement and closure of my TV warranty on 08/08/15. I waited to respond till check had cleared. Now in response to Square Trade's comparable replacement of my unrepairable TV. As per their Terms and Conditions, there wasn't anything in the contract that "at their discretion" means to give their customers pain and discomfort in the repairing or replacing or even paying off the contract to make the customer go away. It says when in 5 days of said item under warranty would be repaired or replaced. Neither was done and Square Trade refused to negotiate on what to do next. I didn't file this complaint till almost a month later. All because the replacement TV didn't have the 3D function (Vizio). Their (Sony) did but it was their base model. They keep saying it was a "TOP" tier TV but it wasn't. The "XBR" is their top tier TV. Why it took a month without a TV is because communication with the specialist they had assigned me. I called (20 times) and emailed as many times to get this process going. That was the MAIN problem and Square Trade needs to address that because I have several warranties with them and hope I NEVER go this again.
Initial Business Response /* (1000, 5, 2015/12/03) */
Our records indicate all three warranties are on the consumer's account. The consumer has been contacted but we have yet to receive a response.
We are sorry for any issues the consumer had with their device.When an item is purchased from one of SquareTrades re-sellers consumers are encouraged to purchase their warranty directly from that re-seller. Purchases of SquareTrade's warranty direct when an item is purchased from a re-seller...
is valid but not encouraged. The consumers warranty is valid and SquareTrade will process a claim for repair on the item.
While we understand the consumer believes us to be providing misinformation, we have detailed records verifying our results. This includes tracking information from Fedex verifying the delivery of the item to the consumer from our repair center.
We would have no alternative resolutions to offer in this situation, and we apologize for any inconvenience.
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 issues the consumer had with their device. With unlocked devices we are generally only able to offer a depot repair or a local repair invoice. SquareTrade is not able to replace unlocked devices as our replacement's are tied to a specific carrier. We have moved...
forward to reimburse the consumer for their item price. A check is currently being processed to be mailed out to the consumer.
Complaint: [redacted]I am rejecting this response because: I made several phone calls to SquareTrade, and was promised numerous callbacks, which never occurred. Postmark on check indicates it was not mailed until after I filed the Revdex.com complaint.Sincerely,[redacted]
In previous correspondence with SquareTrade, SquareTrade Customer Support Management stated that all phone calls with them are recorded. In my original complaint, I asked that SquareTrade review the phone recordings of my correspondence with them to verify the facts. I received an email today from...
[redacted]. at SquareTrade and Chris stated that he was unable to locate any phone call recordings related to my account.
We are sorry for any confusion experienced during the claim process.
Prior to any and all troubleshooting is performed, our consumers are advised to backup data to prevent information loss. We have made an exception to provide reimbursement of the OS in this instance. The reimbursement was...
processed on [redacted] and completes all reimbursements in connection with this repair and claim.
Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's check has been processed. We ask that the consumer allow 7-10 business day to receive it.
Initial Consumer Rebuttal /* (3000, 7,...
2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I await for the check.
Thank you. Once received I will close complaint accordingly.
[redacted] Holidays!
Final Business Response /* (4000, 9, 2016/01/14) */
Our records indicate the consumer's check should have been received. We have left a message for the consumer to confirm delivery of the check.
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for any inconvenience that the consumer might have experienced during this process. The claim the consumer is referring to here is from 5/7/2015 and the last time there was any communication between us and the consumer was on 5/8/2015. This makes this claim almost 2 years old. I...
also see the warranties the customer mentioned he had which were cancelled by him.I understand the consumer was frustrated in reference to the problem not being able to be replicated but this is a very important part of what we do. When issues of this sort are addressed by local repair entities and the problem cannot be replicated it limits what we are able to do for our customers in terms of a resolution since there is not problem to be addressed.We do not have any records showing that the consumer wrote in to us or called us to express his frustrations in reference to his experience with his vacuum attempting to be repaired. Had we been notified by the consumer of his concern I am sure that we could have tried to work out some other solution.Unfortunately it has been close to 2 years since this incident occurred and the warranty has since been concluded. Given the current situation where the warranty has been concluded and the amount of time that has transpired since the claim we will not be able to assist the customer with his problem.
Initial Business Response /* (1000, 5, 2015/07/30) */
We are sorry the consumer had an issue with their phone.
As there is a crack on the screen a technician would not be able to ascertain if the issue was caused by an accident. In any case there was an accident as is evident by the crack and the...
warranty does not cover accidents.
We are sorry but based on our Terms and Conditions for this warranty we would not be able to take a claim. Since the warranty was not of any use to the consumer we refunded the warranty price to them.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response but I want this information available to other consumers so this problem does not happen to them
Final Business Response /* (4000, 9, 2015/08/12) */
Unfortunately there is nothing we can do about repairing a phone that has damage if the warranty does not have accident coverage as in this case.
The information showing what the warranty covers is in the warranty summary and the Terms and Conditions of the warranty.
Final Consumer Response /* (4200, 11, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact remains that they sold Me a warranty on a phone that had a damaged screen, and the phone worked fine for several months obviously the cracked screen did not affect the function. At this point I just want this information available to other consumers.
We are sorry for any confusion experienced from the warranty purchase.
According to our records, the warranty purchased on [redacted] had a cap of $[redacted]. Unfortunately, submitting the receipt does not mean that Squaretrade is checking that the purchase price matches the warranty cap. Per our...
service contract, it is the consumer's duty to "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location.". The reason for this is because a consumer is allowed to purchase whichever coverage amount they would like. Squaretrade is only required to cover the device for either the purchase price of the product or the price cap of the warranty, whichever is lower. Unfortunately, since the warranty was purchased well over 30 days ago there is no way to resell the coverage amounts.
Complaint: [redacted]I am rejecting this response because:
The thing is which is a scam on your company, because the box that the TV came in isn the TV that belong in the box and its not the same model number on the TV so what type of company sends a TV with 2 different model numbers.Sincerely,[redacted]
According to our records, the issue described by the consumer in addition to the age of the product is what resulted in the denial of the consumers claim. Since the unit is still under the manufacturer's warranty, the consumer was directed to contact and resolve their concerns with them. Squaretrade...
does provide shipping reimbursement for packages sent to the manufacturer. Due to this, we have denied service as our Terms & Conditions state, "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...". Unfortunately, unless the manufacturer has denied coverage of the product, we would be unable to provide assistance at this time.
(The consumer indicated he/she DID NOT accept the response from the business.)The reason given for refusing to honor a legal waaranty and claim, cancelling my warranties, and blocking my acocunt is not justifiable, quantifiable, or legal. I want reimbursement under my warranty. I have spoken at length with [redacted] and they have tried on several occasions to correct this misunderstanding with SquareTrade to no avail; the customer service is based out of India and they continue to get representatives that are not helpful or they are left on hold for extended periods of time. All I want is reimbursement for the phone I had to replace.
1) We apologize for any inconvenience that the consumer might have experienced during this process.
We can understand that this is a frustrating situation for our consumer's to encounter and this is part of the reason we offered the consumer a refund of his warranty purchase...
price.
To be clear we do not cover accidental damages of any kind on TV sets. In the consumers specific issue there are various reasons why it has been determined that the problem was due to physical damage.
To begin any pressure points on a TV screen in the form of semi or whole black circles are indicative of physical damage. The reason for this is that they do not occur naturally but instead are prompted by some type of physical contact to the TV set.
This can be done by pressing on the plastic piece in front of the display which then bends this piece and thus presses on the panel ultimately causing the distortion. Another way this can happen is by bumping into the frame where it becomes warped again causing it to press into the panel ultimately causing a distortion.
The fact that the customer has vertical lines on the screen also show that the issue again stems from physical damage.
At some point the consumer's TV was physically impacted and it could have been in a way that the consumer might not have even noticed or thought it trivial. What we must keep in mind is that these TV's are very sensitive and are not built to the specifications of other items such as laptops and cell phones that can withstand impacts of considerable pressure to the screen.
In the end we love to help our consumer's as many of them can attest to but unfortunately in this case we cannot due to the evidence.