We are sorry the consumer had issues with their device.As per our Terms and Conditions we process payments for the replacement price of a deviceIn this case, however, the device is no longer manufactured and we will reimburse the difference that the consumer requestedWe have processed a second
check for the differenceThe consumer is aware of the additional payment
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I filed a Revdex.com complaint because the square trade rep told me they sent me a check, which I never received I did receive payment from***
Sincerely, *** ***
We are sorry for any issues the consumer had with their device. When a warranty is purchased the first year of coverage runs concurrent with the manufacture If there is a common failure the manufacture does not cover SquareTrade will step in to offer a resolution The consumers
warranty would expire months after purchase
Complaint: ***I am rejecting this response because:Their response is factually incorrectI sent in my phone and they sent it back in two days, nothing was doneI sent it in again and they sent me a different phoneHowever, no battery and no back to my phoneI waited a week or longer, I bought a battery and a back to my phone and it would not workFinally, they said that they would send me a refund, about month laterI received a Check last week and the battery yesterday
if they can't fix a phone you should not have to wait 3-weeks to be told to go buy a new phoneAlso, I was told by some phone rep that I was not covered by their advertised claims because of the lemon lawTOTAL BSSincerely,*** ***
Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer had issues with their deviceThe consumer has been contacted via email & by phoneWe are currently awaiting a response to move forward with an appropriate resolution
Initial Consumer Rebuttal /* (2000, 13,
2015/12/23) */
Please disregard today's previous update and request to reopenI contacted their regular customer service number and resolved it with a garden variety CS repI'm glad they have someone designated to manage Revdex.com claiimsThank you Revdex.com and *** holidays~ *** ***
We are sorry for any issues the consumer had with their device. When a claim is filed online for a device without accidental damage from handling protection, the selection of any problem code that would result from any physical damage, results in an automatic denial online The system
will then require the consumer to call in to finish their claim process.The consumer called in and a claim was filed for in home repair We have located a technician and scheduled an appointment for the consumer
I still have not received any refund on the warranty, deductible, or the $payout for not being able to fix my device.SquareTrade claims they have processed the refundsI do not know where I will be receiving the refundIs it through credit on the credit card or in the form of a check?I also have not received any calls or communications from SquareTrade regarding these matter
We are sorry for any issues the consumer had with their device. The consumer purchased our standard warranty that does not cover any accidental damage from handling Our standard protection plan covers mechanical and electrical failures that occur during useExamples include hard
drive failures, stuck cell phone keypads, and digital camera sensor failures Since the consumer's device has physical damage we would not be able to cover the item
We apologize for any inconvenience that the consumer might have experienced during this processAs previously explained in our last response Square Trade is not liable for cosmetic damages that do not affect functionality of the deviceI will quote from the consumer's warranty in Section Optional Coverage States: "ADH does not provide protection against theft, loss, ...., cosmetic damage and/or other damage that does not affect unit functionality, or damage caused during shipment between You and Our service providers." When items come into our depot for repair a thorough inspection is done to the items and any cosmetic damage is noted prior to repairing and then shipping the itemAt no time was there cosmetic damage noticed on the consumer's device and even if there was such damage nothing would be done about it unless it affects the functionality of the consumer's device
Initial Business Response /* (1000, 5, 2015/10/09) */
We are sorry the consumer had issues with their device
Claims can be filed 24/We do not know why someone informed the consumer that the department is closedWe will address this as it is a training issue
When the consumer called to file
a claim on the replacement phone the specialist was able to get the phone to work but only brieflyAs the consumer stated we were able to get a supervisor to get them a working phoneWe will under many circumstances reimburse the consumer the price of replacing the non-functioning replacement phone and will process a payout for a newer model phone because the model the consumer has is no longer available but these are exceptions
The process the consumer experienced is not SquareTrade wants their consumers to experienceWe are going to refund the deductible as well as the warranty price
We have contacted the consumer to alert them to what we are planning to do
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I truly appreciate your response and measures taken to ameliorate the situationSuperior customer service is unfortunately becoming elusive in our world so when it does happen I'm the first to give praiseHowever, when a debacle such as what I experienced occurs it's quite difficult to overlookYou have made things betterThank you
Some additional feedback:
I want to point out the difference in the replacement phone packages I receivedThe first one having only the phone body enclosed; the second package had the phone body, the back plate, additional charger and an additional batteryPretty inconsistent if you ask me
When my calls were answered I was asked a long list of questions about the details of my claim, only to be transferred each time and asked the very same questions againThis happened each time I got a CSR on the phoneThere should be a function in place that tracks the claim information and transfers with the caller to avoid the aggravation of repeating the dialogueMy preference was to accomplish all this online but it always resulted in a error messageAgain, this was very frustrating
The CSRs need to rein back on the amount of "I'm sorry's"After about the 5th one it loses it's sincerityStart with one apology, offer and deliver solutions, then end with an apology if necessaryApologies don't need to be in every responseIt becomes meaningless and nerve-racking
***
So far, this replacement phone is working up to standardsI have received the deductible refund to my credit card account and anticipate I will have a check this week for the price of the warranty
Again, thank you for your prompt and courteous resolution
Unfortunately, given that this is the first claim and the issue is regarding a repairable issue, Per our service agreement,"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."Moving forward the consumer will be able to send the product to us for repairs by using the pre-paid shipping label provided. We definitely apologize for any breakdown in service experienced by the consumer
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate your willingness to refund my phone's cost and will certainly accept that offerEven more importantly, I appreciate your willingness to clarify up front what is and is not covered on your policies for refurbished items.Sincerely, *** ***
We apologize for the issue the consumer experienced with their devicePer Terms & Conditions, we provide a new or refurbished device of equal features or functionalityIf a refurbished unit is sent it is tested to make sure the device meets standardsUnfortunately even after testing the
device still failedWe are refunding the consumer's deductible, warranty and issuing a payout once we receive the non-workingThe consumer has been contacted by phone & email
Complaint: ***I am rejecting this response because: The TV wasn't working the scratch occurred while removing the TV for the tech to make the repair.
Sincerely,*** ***
We are sorry the consumer had issues with receiving their reimbursement
We don’t know why there was a delay in paymentWe have processed a payment resend and the consumer should receive payment by 5/
We have emailed the consumer to confirm that they have received the payment
We are sorry for any confusion experienced during the claim process
According to our records, our replacement department did not provide an appropriate offering within the messaged 24-hoursGenerally, we stand firm once we have initiated the replacement processGiven the lengthy delay in
resolving this matter, we will be making an exception to approve the consumer's request for reimbursementThe full unit value will be processed *** as a check and may take 7-business day to arriveWe appreciate the consumer understanding and patience as we resolve this matter
Initial Business Response /* (1000, 5, 2016/01/12) */
We apologize the consumer experienced issues with their devicePer Terms & Conditions, Depending on the item and failure circumstances, We will either:
Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the
replacement cost of a new item of equal features and functionality up to the Coverage Amount, or; Provide a new or refurbished product of equal features and functionality
We resolved the consumer's complaint by paying them out for the device
At this point the consumer's claim has been resolved
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today, January 14, 2016, (days after the original claim was made) I haven't received any reimbursement check nor further communication from Squaretrade, except for this response to the Revdex.comI guess I I'll have to call them again, explain the whole situation to a new rep, get put on hold for a ridiculous amount of time, and listen to another empty promise of a replacement phone or reimbursementAccording to the last rep I talked to (before filing with the Revdex.com), the reimbursement should have come three days agoIf Squaretrade were interested in resolving this issue, they would have contacted me by now
Final Consumer Response /* (2000, 10, 2016/01/19) */
The issue has been resolved
We are sorry the consumer had issues with their device After looking into the account it appears our accounting team has refunded the core fee resolving the consumer's issue
Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with their device
Our warranties cover hardware issues and not any software issuesAs is stated in our Terms and Conditions, "What is Not Covered" - "Damage to computer hardware, software and data caused
by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"
In terms of a local shop not having the exact replacement part we can make an exception in order to get the device working, especially if the consumer is willing to pay the differenceWe are sorry that was not made clear by our specialists
Our depots will replace the hard drive with either new parts or thoroughly tested refurbished partsIn order to test the drive they will install a generic operating system
Due to the poor experience the consumer had and the misinformation they were told regarding replacement parts we are going to make a one-time exception and offer the consumer reimbursement for the installation of the operating system as well as a refund of parts used
We are in touch with the consumer to resolve these issues
We are sorry the consumer had issues with their device.As per our Terms and Conditions we process payments for the replacement price of a deviceIn this case, however, the device is no longer manufactured and we will reimburse the difference that the consumer requestedWe have processed a second
check for the differenceThe consumer is aware of the additional payment
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I filed a Revdex.com complaint because the square trade rep told me they sent me a check, which I never received I did receive payment from***
Sincerely, *** ***
We are sorry for any issues the consumer had with their device. When a warranty is purchased the first year of coverage runs concurrent with the manufacture If there is a common failure the manufacture does not cover SquareTrade will step in to offer a resolution The consumers
warranty would expire months after purchase
Complaint: ***I am rejecting this response because:Their response is factually incorrectI sent in my phone and they sent it back in two days, nothing was doneI sent it in again and they sent me a different phoneHowever, no battery and no back to my phoneI waited a week or longer, I bought a battery and a back to my phone and it would not workFinally, they said that they would send me a refund, about month laterI received a Check last week and the battery yesterday
if they can't fix a phone you should not have to wait 3-weeks to be told to go buy a new phoneAlso, I was told by some phone rep that I was not covered by their advertised claims because of the lemon lawTOTAL BSSincerely,*** ***
Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer had issues with their deviceThe consumer has been contacted via email & by phoneWe are currently awaiting a response to move forward with an appropriate resolution
Initial Consumer Rebuttal /* (2000, 13,
2015/12/23) */
Please disregard today's previous update and request to reopenI contacted their regular customer service number and resolved it with a garden variety CS repI'm glad they have someone designated to manage Revdex.com claiimsThank you Revdex.com and *** holidays~ *** ***
We are sorry for any issues the consumer had with their device. When a claim is filed online for a device without accidental damage from handling protection, the selection of any problem code that would result from any physical damage, results in an automatic denial online The system
will then require the consumer to call in to finish their claim process.The consumer called in and a claim was filed for in home repair We have located a technician and scheduled an appointment for the consumer
I still have not received any refund on the warranty, deductible, or the $payout for not being able to fix my device.SquareTrade claims they have processed the refundsI do not know where I will be receiving the refundIs it through credit on the credit card or in the form of a check?I also have not received any calls or communications from SquareTrade regarding these matter
We are sorry for any issues the consumer had with their device. The consumer purchased our standard warranty that does not cover any accidental damage from handling Our standard protection plan covers mechanical and electrical failures that occur during useExamples include hard
drive failures, stuck cell phone keypads, and digital camera sensor failures Since the consumer's device has physical damage we would not be able to cover the item
We apologize for any inconvenience that the consumer might have experienced during this processAs previously explained in our last response Square Trade is not liable for cosmetic damages that do not affect functionality of the deviceI will quote from the consumer's warranty in Section Optional Coverage States: "ADH does not provide protection against theft, loss, ...., cosmetic damage and/or other damage that does not affect unit functionality, or damage caused during shipment between You and Our service providers." When items come into our depot for repair a thorough inspection is done to the items and any cosmetic damage is noted prior to repairing and then shipping the itemAt no time was there cosmetic damage noticed on the consumer's device and even if there was such damage nothing would be done about it unless it affects the functionality of the consumer's device
Initial Business Response /* (1000, 5, 2015/10/09) */
We are sorry the consumer had issues with their device
Claims can be filed 24/We do not know why someone informed the consumer that the department is closedWe will address this as it is a training issue
When the consumer called to file
a claim on the replacement phone the specialist was able to get the phone to work but only brieflyAs the consumer stated we were able to get a supervisor to get them a working phoneWe will under many circumstances reimburse the consumer the price of replacing the non-functioning replacement phone and will process a payout for a newer model phone because the model the consumer has is no longer available but these are exceptions
The process the consumer experienced is not SquareTrade wants their consumers to experienceWe are going to refund the deductible as well as the warranty price
We have contacted the consumer to alert them to what we are planning to do
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I truly appreciate your response and measures taken to ameliorate the situationSuperior customer service is unfortunately becoming elusive in our world so when it does happen I'm the first to give praiseHowever, when a debacle such as what I experienced occurs it's quite difficult to overlookYou have made things betterThank you
Some additional feedback:
I want to point out the difference in the replacement phone packages I receivedThe first one having only the phone body enclosed; the second package had the phone body, the back plate, additional charger and an additional batteryPretty inconsistent if you ask me
When my calls were answered I was asked a long list of questions about the details of my claim, only to be transferred each time and asked the very same questions againThis happened each time I got a CSR on the phoneThere should be a function in place that tracks the claim information and transfers with the caller to avoid the aggravation of repeating the dialogueMy preference was to accomplish all this online but it always resulted in a error messageAgain, this was very frustrating
The CSRs need to rein back on the amount of "I'm sorry's"After about the 5th one it loses it's sincerityStart with one apology, offer and deliver solutions, then end with an apology if necessaryApologies don't need to be in every responseIt becomes meaningless and nerve-racking
***
So far, this replacement phone is working up to standardsI have received the deductible refund to my credit card account and anticipate I will have a check this week for the price of the warranty
Again, thank you for your prompt and courteous resolution
Unfortunately, given that this is the first claim and the issue is regarding a repairable issue, Per our service agreement,"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."Moving forward the consumer will be able to send the product to us for repairs by using the pre-paid shipping label provided. We definitely apologize for any breakdown in service experienced by the consumer
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate your willingness to refund my phone's cost and will certainly accept that offerEven more importantly, I appreciate your willingness to clarify up front what is and is not covered on your policies for refurbished items.Sincerely, *** ***
We apologize for the issue the consumer experienced with their devicePer Terms & Conditions, we provide a new or refurbished device of equal features or functionalityIf a refurbished unit is sent it is tested to make sure the device meets standardsUnfortunately even after testing the
device still failedWe are refunding the consumer's deductible, warranty and issuing a payout once we receive the non-workingThe consumer has been contacted by phone & email
Complaint: ***I am rejecting this response because: The TV wasn't working the scratch occurred while removing the TV for the tech to make the repair.
Sincerely,*** ***
We are sorry but due to the fact that the day rework period has passed and the warranty has expired there is nothing we can do at this point
We are sorry the consumer had issues with receiving their reimbursement
We don’t know why there was a delay in paymentWe have processed a payment resend and the consumer should receive payment by 5/
We have emailed the consumer to confirm that they have received the payment
We are sorry for any confusion experienced during the claim process
According to our records, our replacement department did not provide an appropriate offering within the messaged 24-hoursGenerally, we stand firm once we have initiated the replacement processGiven the lengthy delay in
resolving this matter, we will be making an exception to approve the consumer's request for reimbursementThe full unit value will be processed *** as a check and may take 7-business day to arriveWe appreciate the consumer understanding and patience as we resolve this matter
Initial Business Response /* (1000, 5, 2016/01/12) */
We apologize the consumer experienced issues with their devicePer Terms & Conditions, Depending on the item and failure circumstances, We will either:
Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the
replacement cost of a new item of equal features and functionality up to the Coverage Amount, or; Provide a new or refurbished product of equal features and functionality
We resolved the consumer's complaint by paying them out for the device
At this point the consumer's claim has been resolved
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today, January 14, 2016, (days after the original claim was made) I haven't received any reimbursement check nor further communication from Squaretrade, except for this response to the Revdex.comI guess I I'll have to call them again, explain the whole situation to a new rep, get put on hold for a ridiculous amount of time, and listen to another empty promise of a replacement phone or reimbursementAccording to the last rep I talked to (before filing with the Revdex.com), the reimbursement should have come three days agoIf Squaretrade were interested in resolving this issue, they would have contacted me by now
Final Consumer Response /* (2000, 10, 2016/01/19) */
The issue has been resolved
We are sorry the consumer had issues with their device After looking into the account it appears our accounting team has refunded the core fee resolving the consumer's issue
Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with their device
Our warranties cover hardware issues and not any software issuesAs is stated in our Terms and Conditions, "What is Not Covered" - "Damage to computer hardware, software and data caused
by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"
In terms of a local shop not having the exact replacement part we can make an exception in order to get the device working, especially if the consumer is willing to pay the differenceWe are sorry that was not made clear by our specialists
Our depots will replace the hard drive with either new parts or thoroughly tested refurbished partsIn order to test the drive they will install a generic operating system
Due to the poor experience the consumer had and the misinformation they were told regarding replacement parts we are going to make a one-time exception and offer the consumer reimbursement for the installation of the operating system as well as a refund of parts used
We are in touch with the consumer to resolve these issues