Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device.
Based on what the technician was told they were able to ascertain that the issue may not be hardware but software. As per the Terms and Conditions the warranty does not cover software...
issues. The technician was trying to resolve the issue as quickly as possible.
We were not informed of the status of the repair so we did not proceed with the claim at that time. The consumer still has the same issues.
We have opened a new claim so even if the warranty expires we will still be able to resolve the consumer's device issues.
We have contacted the consumer so that we can proceed with resolving this complaint.
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 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.
Initial Business Response /* (1000, 5, 2015/11/17) */
We apologize the consumer is experiencing issues with their device.
We have reached out to the consumer via email and phone but we have not received a response.
We are sorry for any delays experienced during the claim process.
We appreciate how diligent the consumer has been trying to resolve this matter. According to our system, we made attempts to get a copy of the receipt but it appears we did not received those copies in our database. Our...
system can have difficulty receiving files depending on the size and the senders domain. We have since received a copy on [redacted] and the check has been processed as of[redacted].
We are sorry for any issues the consumer had with their device. After looking into the consumer's account, their device was successfully repaired at our repair facility. Currently, the devices battery is functioning properly and the display responds well to touch. Due to the...
spec of dirt not affecting the functionality of the tablet we would not be able to service the consumer's device at this time.
Complaint: [redacted]I am rejecting this response because:The last time I sent the phone in, I didn't get it back for a week. Plus, they obviously messed something up the first time I sent it in or else I wouldn't be in this mess.
I will take a $** refund.
Also, I just had a similar situation happen with my husband's phone, which has a service plan from [redacted]. His screen was replaced, but his phone suddenly died. They sent a new phone the next day. It took one phone call, not multiple calls. It took about five minutes, not MONTHS on the phone with customer service reps who barely speak English.
Guess which company we'll be using going forward?
Sincerely,
[redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
We reached out to the consumer today and offered to replace his TV and the consumer graciously accepted the offer.
The consumer was advised of all timelines i.e. ordering the replacement T.V. and...
delivery of said unit.
Thus this issue has been bought to a successful close!
We are sorry for any issues the consumer had with their device. The electronic receipt on file only showed the purchase of the warranty. In order to process a claim a proof of purchase of the item is also required to verify purchase date and item price. After reviewing the consumer's...
documentation we have determined the warranty to be invalid. The consumer didn't not purchase their device from the resell partner in which their warranty was purchased.
We are sorry for any delays that have been experienced.After reaching out to our accounting team, the previous checks were sent out to the consumer's address that was on file. The address previously on file is different from the one the consumer provided in their Revdex.com complaint. The...
address on the consumer's account has been updated and the reimbursement check has been mailed out to the consumer.
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 are sorry the consumer had issues with their device. When the consumer filed the claim on their replacement TV, the model number provided was different from the one in SquareTrade's records. SquareTrade will continue to honor the consumer's warranty for their replacement device and has...
We apologize for any inconvenience that the consumer might have experienced during this process.
Once an item is found to have liquid damage your warranty is null and void and no other work would be attempted on said device.
Once a item is discovered to have liquid damage the warranty is cancelled. In the consumer's case a refund was issued to her for the cost of the warranty.
At this point their is no warranty for the consumer and there will be no further assistance given for this item.
Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device.
The consumer has been contacted by phone and via email to resolve the complaint.
We are currently awaiting a response to move forward.
Initial Consumer Rebuttal /*...
(3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A representative had call me late December after seeing my complaint asking to call back to resolve the issue. I have called them more than 10 times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages.
Final Consumer Response /* (3000, 16, 2016/02/23) */
I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this website. The laptop will be shipped today. I will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the check. Thsnk you.
Final Business Response /* (4000, 18, 2016/03/02) */
Our records indicate the consumer's device was delivered on 2/29/16. It is currently being audited and the consumer's payout will be released within 1 business day. The consumer has been emailed this information.
Initial Business Response /* (1000, 5, 2015/09/17) */
We are sorry the consumer had issues with their device.
We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repair. In this case the unit was unable to be repaired by the local shop. In...
cases like that we do not reimburse for diagnostics that do not result in a repair. When the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the device. Sometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has.
We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes.
Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics.
We have contacted the consumer to make them aware of the payout and reimbursement.
We are sorry for any issue the consumer experienced with their device.
Since the consumer is still having issues with their device, we have approved a claim for an alternate resolution option. We have emailed the consumer regarding the next steps and we will be waiving any deductible for the new claim. We appreciate the consumer's patience in resolving this matter and we look forward to providing a fully functioning device as soon as possible.
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device.
Based on what the technician was told they were able to ascertain that the issue may not be hardware but software. As per the Terms and Conditions the warranty does not cover software...
issues. The technician was trying to resolve the issue as quickly as possible.
We were not informed of the status of the repair so we did not proceed with the claim at that time. The consumer still has the same issues.
We have opened a new claim so even if the warranty expires we will still be able to resolve the consumer's device issues.
We have contacted the consumer so that we can proceed with resolving this complaint.
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.
Revdex.com:That was not what was informed to me.
I will find the supporting documentation and submit to you all.Sincerely, [redacted]
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.
Initial Business Response /* (1000, 5, 2015/11/17) */
We apologize the consumer is experiencing issues with their device.
We have reached out to the consumer via email and phone but we have not received a response.
We are sorry for any delays experienced during the claim process.
We appreciate how diligent the consumer has been trying to resolve this matter. According to our system, we made attempts to get a copy of the receipt but it appears we did not received those copies in our database. Our...
system can have difficulty receiving files depending on the size and the senders domain. We have since received a copy on [redacted] and the check has been processed as of[redacted].
We are sorry for any issues the consumer had with their device. After looking into the consumer's account, their device was successfully repaired at our repair facility. Currently, the devices battery is functioning properly and the display responds well to touch. Due to the...
spec of dirt not affecting the functionality of the tablet we would not be able to service the consumer's device at this time.
Complaint: [redacted]I am rejecting this response because:The last time I sent the phone in, I didn't get it back for a week. Plus, they obviously messed something up the first time I sent it in or else I wouldn't be in this mess.
I will take a $** refund.
Also, I just had a similar situation happen with my husband's phone, which has a service plan from [redacted]. His screen was replaced, but his phone suddenly died. They sent a new phone the next day. It took one phone call, not multiple calls. It took about five minutes, not MONTHS on the phone with customer service reps who barely speak English.
Guess which company we'll be using going forward?
Sincerely,
[redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
We reached out to the consumer today and offered to replace his TV and the consumer graciously accepted the offer.
The consumer was advised of all timelines i.e. ordering the replacement T.V. and...
delivery of said unit.
Thus this issue has been bought to a successful close!
We are sorry for any issues the consumer had with their device. The electronic receipt on file only showed the purchase of the warranty. In order to process a claim a proof of purchase of the item is also required to verify purchase date and item price. After reviewing the consumer's...
documentation we have determined the warranty to be invalid. The consumer didn't not purchase their device from the resell partner in which their warranty was purchased.
We are sorry for any delays that have been experienced.After reaching out to our accounting team, the previous checks were sent out to the consumer's address that was on file. The address previously on file is different from the one the consumer provided in their Revdex.com complaint. The...
address on the consumer's account has been updated and the reimbursement check has been mailed out to the consumer.
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 are sorry the consumer had issues with their device. When the consumer filed the claim on their replacement TV, the model number provided was different from the one in SquareTrade's records. SquareTrade will continue to honor the consumer's warranty for their replacement device and has...
attempted to make contact to file a claim.
We apologize for any inconvenience that the consumer might have experienced during this process.
Once an item is found to have liquid damage your warranty is null and void and no other work would be attempted on said device.
Once a item is discovered to have liquid damage the warranty is cancelled. In the consumer's case a refund was issued to her for the cost of the warranty.
At this point their is no warranty for the consumer and there will be no further assistance given for this item.
Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the issue the consumer experienced with their device.
The consumer has been contacted by phone and via email to resolve the complaint.
We are currently awaiting a response to move forward.
Initial Consumer Rebuttal /*...
(3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A representative had call me late December after seeing my complaint asking to call back to resolve the issue. I have called them more than 10 times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages.
Final Consumer Response /* (3000, 16, 2016/02/23) */
I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this website. The laptop will be shipped today. I will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the check. Thsnk you.
Final Business Response /* (4000, 18, 2016/03/02) */
Our records indicate the consumer's device was delivered on 2/29/16. It is currently being audited and the consumer's payout will be released within 1 business day. The consumer has been emailed this information.
Initial Business Response /* (1000, 5, 2015/09/17) */
We are sorry the consumer had issues with their device.
We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repair. In this case the unit was unable to be repaired by the local shop. In...
cases like that we do not reimburse for diagnostics that do not result in a repair. When the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the device. Sometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has.
We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes.
Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics.
We have contacted the consumer to make them aware of the payout and reimbursement.
We are sorry for any issue the consumer experienced with their device.
Since the consumer is still having issues with their device, we have approved a claim for an alternate resolution option. We have emailed the consumer regarding the next steps and we will be waiving any deductible for the new claim. We appreciate the consumer's patience in resolving this matter and we look forward to providing a fully functioning device as soon as possible.