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.
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their refrigerator.
The first claim we would have referred the consumer to the manufacturer as their warranty would still be in place. The device was repaired twice. Due to the fact that the unit...
continuously fails we have decided to pay the consumer so they can purchase a replacement device.
We are in contact with them to make this happen.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially the Square Trade did not inform me the appliance was still under warranty with the manufacturer. However, the company has agreed to repay me most of the funds I spent to purchase the appliance after having the appliance service FIVE times not TWO. Thank you for your assistance with this matter.
[redacted]
According to our records, the consumer's device was sent in and determined to have damage resulting from the phone being rooted. Our Terms & Conditions state, "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.". Due to this, we had denied the consumer's request for a claim. We have since made an exception to provide coverage and due to the other issue with the phone, have processed the reimbursement of the devices cost.
Complaint: [redacted]I am rejecting this response because:
this repair had to be done more then three times and they still want to try to fix the iPad Pro 12.9 and to find out when it came back from repair the iPad was not repaired it had more damage done to it from the repair where the iPad home button was not fix which was the Initial problem but now it s that and my electro magnetic connector that’s not working so I cant use my keyboard Sincerely,Ralphy [redacted]
Complaint: [redacted]I am rejecting this response because:
I got two voicemails from them stating that it's [redacted] fault and that there is nothing more for them to do. That I should contact [redacted]. The messages did not say to contact them - they were just bossy arguments how their responsibility has been completed and basically to not contact them again. Sincerely,[redacted]
Squaretrade apologizes if there was any confusion regarding the consumer's coverage.
Whenever a consumer files a claim Squaretrade asks the consumer to contact us while the issue with the relevant item is occurring. This is so Squaretrade can either fix the issue via troubleshooting over the...
phone, or to ensure we are providing the correct resolution. In this circumstance we at Squaretrade understand this issue is intermittent and hard to emulate, so one of our agents emailed the consumer requesting they record the issue via video the next time it occurs. If the consumer calls in while the issue is occurring, or calls in with video documentation to serve as an example, Squaretrade will be able to further assist.
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.
We apologize for any delays regarding the reimbursement of the shipping costs. We have ensured that the reimburement has been processed. It shows that there was some additional information required that was not present on the invoice and payment information. We have since contacted the manufacturer...
and clarified these concerns. We appreciate the consumers patience cooperation as we resolved this matter.
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. Also if the TV can not be fixed I will be looking for a refund I will not take a replacement as I have already done that on the same model and have same problem within 1 yearSincerely, [redacted]
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 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.
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. Appliance was fixed today?Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. An open box item would require a refurbished warranty as it is no longer considered new to due the box being opened. SquareTrade leaves it up to the consumer to purchase the right protection plan based on condition, price, or...
purchase location. At this time the consumer's warranty is invalid and SquareTrade will not be able to provide coverage. We have processed a reimbursement of the consumer's warranty cost.
We are sorry for any issues the consumer had with their device. Looking into the consumers account I was able to locate the invoice provided by the consumer. Since the consumers warranty has expired this issue was escalated to our accounting department as SquareTrade has to process the payout manually.The consumer will be receiving a reimbursement of $[redacted].
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 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.
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 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.
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].
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.
Revdex.com:That was not what was informed to me.
I will find the supporting documentation and submit to you all.Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their refrigerator.
The first claim we would have referred the consumer to the manufacturer as their warranty would still be in place. The device was repaired twice. Due to the fact that the unit...
continuously fails we have decided to pay the consumer so they can purchase a replacement device.
We are in contact with them to make this happen.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially the Square Trade did not inform me the appliance was still under warranty with the manufacturer. However, the company has agreed to repay me most of the funds I spent to purchase the appliance after having the appliance service FIVE times not TWO. Thank you for your assistance with this matter.
[redacted]
According to our records, the consumer's device was sent in and determined to have damage resulting from the phone being rooted. Our Terms & Conditions state, "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.". Due to this, we had denied the consumer's request for a claim. We have since made an exception to provide coverage and due to the other issue with the phone, have processed the reimbursement of the devices cost.
Complaint: [redacted]I am rejecting this response because:
this repair had to be done more then three times and they still want to try to fix the iPad Pro 12.9 and to find out when it came back from repair the iPad was not repaired it had more damage done to it from the repair where the iPad home button was not fix which was the Initial problem but now it s that and my electro magnetic connector that’s not working so I cant use my keyboard Sincerely,Ralphy [redacted]
Complaint: [redacted]I am rejecting this response because:
I got two voicemails from them stating that it's [redacted] fault and that there is nothing more for them to do. That I should contact [redacted]. The messages did not say to contact them - they were just bossy arguments how their responsibility has been completed and basically to not contact them again. Sincerely,[redacted]
Squaretrade apologizes if there was any confusion regarding the consumer's coverage.
Whenever a consumer files a claim Squaretrade asks the consumer to contact us while the issue with the relevant item is occurring. This is so Squaretrade can either fix the issue via troubleshooting over the...
phone, or to ensure we are providing the correct resolution. In this circumstance we at Squaretrade understand this issue is intermittent and hard to emulate, so one of our agents emailed the consumer requesting they record the issue via video the next time it occurs. If the consumer calls in while the issue is occurring, or calls in with video documentation to serve as an example, Squaretrade will be able to further assist.
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.
We apologize for any delays regarding the reimbursement of the shipping costs. We have ensured that the reimburement has been processed. It shows that there was some additional information required that was not present on the invoice and payment information. We have since contacted the manufacturer...
and clarified these concerns. We appreciate the consumers patience cooperation as we resolved this matter.
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. Also if the TV can not be fixed I will be looking for a refund I will not take a replacement as I have already done that on the same model and have same problem within 1 yearSincerely, [redacted]
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 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.
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. Appliance was fixed today?Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. An open box item would require a refurbished warranty as it is no longer considered new to due the box being opened. SquareTrade leaves it up to the consumer to purchase the right protection plan based on condition, price, or...
purchase location. At this time the consumer's warranty is invalid and SquareTrade will not be able to provide coverage. We have processed a reimbursement of the consumer's warranty cost.
We are sorry for any issues the consumer had with their device. Looking into the consumers account I was able to locate the invoice provided by the consumer. Since the consumers warranty has expired this issue was escalated to our accounting department as SquareTrade has to process the payout manually.The consumer will be receiving a reimbursement of $[redacted].
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 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.
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 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.
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].