Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** The business reached out
to me and offered an acceptable resolutionI received several refunds/credits due to the nature of my compliantHowever, one refund has still not been receivedI will close the complaint with a satisfactory resolution as soon as I receive the final refund check. Sincerely, *** ***
***
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
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
After reviewing our records, we were unable to locate a call or interaction where the consumer was advised the warranty could be transferredSquareTrade's Terms & Conditions state, "This Protection Plan does not cover repair or replacement of Your Product for any of the causes or provide
coverage for any losses..."Our protection plans do not allow for devices other than the one registered with the protection plan to be coveredMoreover, even if the consumer was able to swap the coverage from one phone to another, the warranty expired on ***Unfortunately, there is nothing further we are able to provide in connection with the consumer's warranty
We have sent the consumer a request for further information on 1/10/in order to resolve the situation, and we have received no responseWe apologize for the inconvenience but Squaretrade requires more information from the consumer in order to facilitate their request, and if this could be provided we would be more than eager to assist
We are sorry the consumer had issues with their device
The procedure for these types of claims is to have a specialist contact the consumer to try and resolve
the issues before a payout is madeThe system failed and the consumer never received the call
We have processed the claim and are going to reimburse the consumer for the device and for the warranty as well
We have contacted the consumer and they are aware of the reimbursement
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
When a consumer has an issue with their Kindle tablet and contacts SquareTrade to file a claim they are warm transferred to the Kindle team to complete the process Once the consumer has been transferred to the Kindle team we determine if there is an accidental damage from handling issue or system related issue If the consumer's issue resulted from accidental damage from handling we are able to move forward with a replacement When the consumer has software related issues *** requires troubleshooting be done through them before a replacement can be issued
The Kindle team is currently working to have the consumer's device replaced
Revdex.com:
I have shipped the Item to Squaretrade's depot and am awaiting reimbursement
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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 are sorry for any issues the consumer experienced with their device.There seems to be some confusion as to what is and isn't covered in regards to the consumer's deviceSince the phone was purchased used, it does not qualify for accidental protectionThe Coverage Type detailed in the service
agreement sent to the consumer states, "Standard", which excludes accidental damageAccording to our terms and conditions, "Accidental damage, cracked or damaged monitor, laptop or display screens, liquid damage, lost buttons or knobs etc., unless optional accidental damage from handling (ADH) coverage was offered and purchased at the time of sale with Your Protection Plan"Since accidental protection was not offered at the time of sale, We would be unable to provide coverage for the device
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
Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device
We have processed an additional replacement phone
Due to the issues that were experienced we are refunding the consumer the warranty price
We have contacted the consumer and they are
aware of the refund
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
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 their device After looking into the account it appears our accounting team has refunded the core fee resolving the consumer's issue
Final Consumer Response /* (2000, 6, 2015/06/22) */
Dispute has been resolved
Thanks
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** The business reached out
to me and offered an acceptable resolutionI received several refunds/credits due to the nature of my compliantHowever, one refund has still not been receivedI will close the complaint with a satisfactory resolution as soon as I receive the final refund check. Sincerely, *** ***
***
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
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
Complaint: ***I am rejecting this response because:Sincerely,*** ***
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
After reviewing our records, we were unable to locate a call or interaction where the consumer was advised the warranty could be transferredSquareTrade's Terms & Conditions state, "This Protection Plan does not cover repair or replacement of Your Product for any of the causes or provide
coverage for any losses..."Our protection plans do not allow for devices other than the one registered with the protection plan to be coveredMoreover, even if the consumer was able to swap the coverage from one phone to another, the warranty expired on ***Unfortunately, there is nothing further we are able to provide in connection with the consumer's warranty
We have sent the consumer a request for further information on 1/10/in order to resolve the situation, and we have received no responseWe apologize for the inconvenience but Squaretrade requires more information from the consumer in order to facilitate their request, and if this could be provided we would be more than eager to assist
We are sorry the consumer had issues with their device
The procedure for these types of claims is to have a specialist contact the consumer to try and resolve
the issues before a payout is madeThe system failed and the consumer never received the call
We have processed the claim and are going to reimburse the consumer for the device and for the warranty as well
We have contacted the consumer and they are aware of the reimbursement
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
When a consumer has an issue with their Kindle tablet and contacts SquareTrade to file a claim they are warm transferred to the Kindle team to complete the process Once the consumer has been transferred to the Kindle team we determine if there is an accidental damage from handling issue or system related issue If the consumer's issue resulted from accidental damage from handling we are able to move forward with a replacement When the consumer has software related issues *** requires troubleshooting be done through them before a replacement can be issued
The Kindle team is currently working to have the consumer's device replaced
Revdex.com:
I have shipped the Item to Squaretrade's depot and am awaiting reimbursement
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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 are sorry for any issues the consumer experienced with their device.There seems to be some confusion as to what is and isn't covered in regards to the consumer's deviceSince the phone was purchased used, it does not qualify for accidental protectionThe Coverage Type detailed in the service
agreement sent to the consumer states, "Standard", which excludes accidental damageAccording to our terms and conditions, "Accidental damage, cracked or damaged monitor, laptop or display screens, liquid damage, lost buttons or knobs etc., unless optional accidental damage from handling (ADH) coverage was offered and purchased at the time of sale with Your Protection Plan"Since accidental protection was not offered at the time of sale, We would be unable to provide coverage for the device
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
Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device
We have processed an additional replacement phone
Due to the issues that were experienced we are refunding the consumer the warranty price
We have contacted the consumer and they are
aware of the refund
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
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 their device After looking into the account it appears our accounting team has refunded the core fee resolving the consumer's issue