We are sorry for any delays experienced during the claim process.
The claim looks to have been delayed due to the availability of parts. We acknowledged the length of repair was far beyond what was detailed or stated in our service agreement and as a result, we have processed the...
consumers claim for full reimbursement. We will also be refunding the warranties cost to the consumer for their patients in this matter. The items reimbursement was processed on [redacted] and the warranty cost will be processed as of [redacted].
We apologize for any inconvenience that the consumer might have experienced during this process.In reference to TV warranties the consumer’s policy only covers mechanical and electrical failures per the terms and conditions of the warranty. At any time that the TV has signs of physical damage no...
matter how it has happened the warranty on the TV becomes null and void as we do not cover physical damage. Physical damage can be caused due to light pressure exerted on the screen. Additional signs of physical damage are semi and whole black circles or lines that do not naturally occur in TV sets. The customer TV set has been found to have some of the damages mentioned which are consistent with physical damage.We have expert technicians with decades of experience in diagnosing these types of issues on TV claims. Even if we wanted to send out a technician they would refuse to work on this set because once they see it they will say the TV has been physically damaged.Unfortunately at this time it has been determined that the customer's TV has physical damage so the warranty has become null and void and no repairs will be extended for this warranty.
Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize the consumer is still experiencing issues with their device. Our records indicate the technicians did the following repairs: replaced broken hinges, keyboard & Palmrest/Touchpad. The computer's hard drive had a data corruption issue...
that required a reset. The operating system on your hard drive was reinstalled and is now in working order. If the consumer is still experiencing issue our claims specialist will be happy to assist with filing a claim to resolve any additional issues.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they don't lose my laptop this time or reset what I had to recover from the last reset. In addition, actually fix it this time.
Final Consumer Response /* (3000, 12, 2016/01/21) */
The customer service is horrible! They threatened to hang up on me! First, I was in France and then Pakistan. I refuse to send them the detachable computer because they reset it last time. They say that it is because of a corruption, I'm an IT professional and there was no corruption. They reset it for the he** of it! I only want to send the keyboard to be replaced, but they refuse! They want the whole thing or nothing!
Final Business Response /* (4000, 14, 2016/02/08) */
On 1/18/16 the consumer accepted our offer to move forward with the repair by sending in the laptop now refuses to provide the serial number for the unit or send in the entire unit to repair. Our repair center can't move forward with the repair without the full unit being sent. We gave the consumer the option to buy the keyboard or get it repaired locally but he refused both options. We have contacted the consumer to resolve this complaint but we have not received a response.
Initial Business Response /* (1000, 5, 2016/02/02) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's device was beyond economical repair so we offered to payout the consumer for their device. Per our Terms & Conditions "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. The consumer requested a replacement device instead and we provided a replacement.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive a replacement phone eventually, 8 days later than promised and a different model than what I submitted. The company tried to pay me significantly less than the cost of the phone and they never indicated they had the option of not replacing the phone except in fine print in the original contract. All their emails promised great customer service, overnight return and none of that occurred. Their failure to acknowledge the multiple errors is disingenuous. I was told by one person they wouldn't repair it because it was an obsolete model. I was told by another they wouldn't replace it because it was too new of a model. No one knew what model phone I sent in!
Final Business Response /* (4000, 9, 2016/02/16) */
We apologize for any discrepancies the consumer experienced. We have pulled all the calls between the consumer & claim specialists for review to ensure any training issues are addressed.
Complaint: [redacted]I am rejecting this response because:
In early May [redacted], I first received a check for $[redacted] as a courtesy for the delay and misinformation. After that, I received a check for $[redacted] dated May 8, [redacted] for the balance of the total warranty cost of $[redacted]. The last check I received was for $[redacted] dated May 10, [redacted] and represented refund of the initial cost of the laptop. I have not received the check for $[redacted] representing refund of the copayment. Your response states the refund check was processed on 5/4/[redacted] and that if I have not received this then they will process a replacement. In addition to the $[redacted] refund, I request a response that states Squaretrade "has" processed a replacement. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: it still does not meet the Terms of their agreement. They are speaking out both sides of their mouth. They say that the damage was due to handling. However, they tell you that they aren't responsible for "damage resulting from any cause other than normal use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual," That is what a carrying handle is used for. What was I supposed to do? Carry the vaccuum in a way that is not supposed to be done?
They say wear and tear does not cover parts. What does wear and tear cover? What is there left if "parts" are not covered?
Squaretrade is making extremely weak arguments and failing to abide by their own Terms of the warranty, claiming that I should not have been using a carrying handle when trying to move the vaccuum, which would have then violated their other Terms saying that I need to abide by the specifications in the owner's manual.
The other item they say they cover are defects in materials and workmanship. What is a broken piece such as a carry handle? Sure seems like a defect in the material used to construct the handle to me.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is had problems with their device.
Our Terms and Conditions do not provide for SquareTrade directly paying a local shop for repairs. If a local shop deems a unit unrepairable the process is for the unit to be sent to...
our depot to confirm it is not repairable with our technicians. We do not automatically offer a payout based on a local repair shop evaluation. The only resolution that would not require the consumer to pay first is if they ship the device to our repair depot for evaluation and repair.
The fastest way to have a unit repaired is having the consumer find a local shop, pay for the repair and then SquareTrade will reimburse them the cost of repair. If we reimburse using Paypal SquareTrade pays the fee and the consumer will not have to.
No warranty covers taxes paid for the purchase of a device, the warranty only covers the price of the item before taxes.
The consumer did send the unit in for repair and it is now being shipped to the consumer.
We apologize to the consumer for the delays.We have gone ahead and processed the refund on the warranty & deductible and the consumer should be receiving within 7-10 business days. We have also started the process on the reimbursement of the stated amount. The we have sent the consumer information on how to complete this process.
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]
After reviewing the consumers warranty contract their coverage currently falls under the manufacture warranty. Moreover the consumers service contract states: "Maintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than normal use and operation of the...
product in accordance with the manufacturer’s specifications and owner’s manual, including, but not limited to, exposure to weather conditions, failure to properly clean, maintain or lubricate, operator negligence, misuse, abuse." if the issue is unable to be covered by the manufacturer SquareTrade would not be able to provide service.
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
The consumer has been credited back for the monthly charges & the warranty has been cancelled. No additional charges should be deducted from the consumer's...
account.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to be charged 5.43/month.
Final Business Response /* (4000, 9, 2016/01/20) */
The monthly charges are for another device that the consumer has under warranty. The consumer has been contacted & confirmed there are no additional charges that are unauthorized and being deducted.
Final Consumer Response /* (2000, 11, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade sent me an automated message on 4/01 requesting me to return the device (iPhone 6) regarding Claim Number [redacted]33 in order for the $649.99 payout to be processed.I have already sent back the two devices I have and have previously sent this information to Britney F. (Ext [redacted]6). She last contacted me 3 weeks ago. Last time she contacted me in response to my question about what I need to do, she requested that the 2 devices I had be sent back in order for all the payments to be processed and I did so immediately.The two phones are:IMEI [redacted]243IMEI [redacted]072and the return trackings for the two packages back to SquareTrade are:FedEx Tracking [redacted]432FedEx Tracking [redacted]898Since I have already completed everything Britney requested me to do, I am still awaiting the refund on the warranty, refund on the deductible, and the $649.99 payout. I have no additional devices to return. They have everything they need now.SquareTrade, please process the reimbursement to me as soon as possible to my [redacted] address:[redacted] BroadwaySte **0[redacted], NY 10018
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had an issue with their phone.
There are times when our inventory does not have the phone in stock. We are in the process of changing our supplier so that we will have more phones available. The specialist suggested...
that the consumer take the phone to a local shop to get it repaired to accelerate the repair process. The consumer did not want to resolve the claim in that manner so we proceeded with the exchange.
The phone is now in transit to the consumer. Anticipated delivery is Friday, August 14.
Due to the delay in this process we have waved the deductible normally charged.
Initial Business Response /* (1000, 5, 2015/06/19) */
We are sorry the consumer had issues with their device.
Upon further inspection we have found that the specialist was not exactly correct in the issue of software. This is the initial reason the claim was not immediately filed. The specialist...
was willing to try to resolve the issue, but did not make that clear to the consumer. Also in this version of TV the software is firmware on one of the boards. This would be covered by our warranty.
We contacted the consumer and let them know we will pay them out on the cost of the TV and due to the poor experience the consumer had we are also refunding the warranty price.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any issues the consumer had with their device. When a consumers mobile device is not in stock for replacement SquareTrade will attempt to source a new device from a third party vendor. If no device is available the only other resolution available is a reimbursement of the...
item price. SquareTrade was able to source the consumer a replacement device. Unfortunately the consumer was not available to sign for the package at the time of delivery. The vendor placed SquareTrade's name on the package which caused further issues. The phone was eventually returned back to the vendor. Currently, we are unable to source a replacement phone for the consumer and will be moving forward with a reimbursement.
Business Bureau:
A Squaretrade rep finally provided me an update today & I was told to expect the reimbursement check in about 5 business days. 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, 2015/10/23) */
We apologize that the consumer had issues with their device.
The consumer's plan expired on 8/24/2015 & prior to the expiration date no additional issues were reported. As a one time exception we are allowing the consumer to file a claim to...
have the device locally repaired and we will reimburse for the repair.
The consumer has been contacted and informed of the resolution for his case.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before moving on with the response, the record needs to be corrected with regards to the erroneous reply above. While the plan may have expired on 8-24, the replacement phone comes with it's own 30 day warranty, which would have gone beyond 8-24.
I have been contacted by a representative about this 'exception'. However, I have tried going to a few local shops and that is where we are encountering difficulties. The issue with the power button sticking MIGHT be fixed by replacing parts, but the phone crashing when playing sound is a problem with the main unit - the phone itself. It would have to be replaced, which is not a service done by a local shop. The two shops I asked for an estimate both said this. The Squaretrade representative asked for me to provide documentation to this effect. However, I am having difficulty convincing a local business to take time out of their day to provide an analysis and formal letter to a third-party for free. They looked at it and gave me their assessment. I am currently trying to get time off of work (again, at a loss of my workhours) to try a different shop about 20 min from where I live and will update their representative.
So this is where we are stuck. I have entertained the representative's request to go to different repair shops, but the problems with this unit can only be partially repaired. However, I did not purchase insurance to receive a partially functional replacement. Where do we go from here?
Final Business Response /* (4000, 15, 2015/11/11) */
The consumer has been contacted and we are currently awaiting documentation to move forward.
Final Consumer Response /* (4200, 17, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business was unable to make contact with local repair shop. Attempting to reach a different shop, but many are reluctant to give me a work order or written documentation unless I am having the repairs done that day.
We apologize for the service delays the consumer experienced, and the initial denial of his claim. The damage the unit had received is typically a clear indicator of accidental or physical damage, which is not covered beneath any of our television policies. Once the consumer provided us additional documentation verifying the issue was an electrical failure we were able to have the claim approved.
We have since completed his television repair and have emailed him requesting a confirmation of whether or not his item is still experiencing issues. Due to any difficulty the consumer experienced we will also be providing a full refund for his warranty purchasing price, though his warranty will be left intact until completion or expiration.
Complaint: [redacted]I am rejecting this response because:
As explained in the detailed letter I sent to SquareTrade (4 pages), I am not asking them to handle any damage that may be related to alleged exposure to liquids. I am asking SquareTrade to repair or replace the Logic Board (to remedy the crashing) which is unrelated to these sensors.
When I spoke with a SquareTrade representative this week, they said that if I took care of any damage from liquid exposure, they would certainly take care of the other issues.
Sincerely,Carolyn[redacted]
We are sorry for any delays experienced during the claim process.
The claim looks to have been delayed due to the availability of parts. We acknowledged the length of repair was far beyond what was detailed or stated in our service agreement and as a result, we have processed the...
consumers claim for full reimbursement. We will also be refunding the warranties cost to the consumer for their patients in this matter. The items reimbursement was processed on [redacted] and the warranty cost will be processed as of [redacted].
We apologize for any inconvenience that the consumer might have experienced during this process.In reference to TV warranties the consumer’s policy only covers mechanical and electrical failures per the terms and conditions of the warranty. At any time that the TV has signs of physical damage no...
matter how it has happened the warranty on the TV becomes null and void as we do not cover physical damage. Physical damage can be caused due to light pressure exerted on the screen. Additional signs of physical damage are semi and whole black circles or lines that do not naturally occur in TV sets. The customer TV set has been found to have some of the damages mentioned which are consistent with physical damage.We have expert technicians with decades of experience in diagnosing these types of issues on TV claims. Even if we wanted to send out a technician they would refuse to work on this set because once they see it they will say the TV has been physically damaged.Unfortunately at this time it has been determined that the customer's TV has physical damage so the warranty has become null and void and no repairs will be extended for this warranty.
Initial Business Response /* (1000, 5, 2016/01/15) */
We apologize the consumer is still experiencing issues with their device. Our records indicate the technicians did the following repairs: replaced broken hinges, keyboard & Palmrest/Touchpad. The computer's hard drive had a data corruption issue...
that required a reset. The operating system on your hard drive was reinstalled and is now in working order. If the consumer is still experiencing issue our claims specialist will be happy to assist with filing a claim to resolve any additional issues.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they don't lose my laptop this time or reset what I had to recover from the last reset. In addition, actually fix it this time.
Final Consumer Response /* (3000, 12, 2016/01/21) */
The customer service is horrible! They threatened to hang up on me! First, I was in France and then Pakistan. I refuse to send them the detachable computer because they reset it last time. They say that it is because of a corruption, I'm an IT professional and there was no corruption. They reset it for the he** of it! I only want to send the keyboard to be replaced, but they refuse! They want the whole thing or nothing!
Final Business Response /* (4000, 14, 2016/02/08) */
On 1/18/16 the consumer accepted our offer to move forward with the repair by sending in the laptop now refuses to provide the serial number for the unit or send in the entire unit to repair. Our repair center can't move forward with the repair without the full unit being sent. We gave the consumer the option to buy the keyboard or get it repaired locally but he refused both options. We have contacted the consumer to resolve this complaint but we have not received a response.
Initial Business Response /* (1000, 5, 2016/02/02) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's device was beyond economical repair so we offered to payout the consumer for their device. Per our Terms & Conditions "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. The consumer requested a replacement device instead and we provided a replacement.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive a replacement phone eventually, 8 days later than promised and a different model than what I submitted. The company tried to pay me significantly less than the cost of the phone and they never indicated they had the option of not replacing the phone except in fine print in the original contract. All their emails promised great customer service, overnight return and none of that occurred. Their failure to acknowledge the multiple errors is disingenuous. I was told by one person they wouldn't repair it because it was an obsolete model. I was told by another they wouldn't replace it because it was too new of a model. No one knew what model phone I sent in!
Final Business Response /* (4000, 9, 2016/02/16) */
We apologize for any discrepancies the consumer experienced. We have pulled all the calls between the consumer & claim specialists for review to ensure any training issues are addressed.
Complaint: [redacted]I am rejecting this response because:
In early May [redacted], I first received a check for $[redacted] as a courtesy for the delay and misinformation. After that, I received a check for $[redacted] dated May 8, [redacted] for the balance of the total warranty cost of $[redacted]. The last check I received was for $[redacted] dated May 10, [redacted] and represented refund of the initial cost of the laptop. I have not received the check for $[redacted] representing refund of the copayment. Your response states the refund check was processed on 5/4/[redacted] and that if I have not received this then they will process a replacement. In addition to the $[redacted] refund, I request a response that states Squaretrade "has" processed a replacement. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: it still does not meet the Terms of their agreement. They are speaking out both sides of their mouth. They say that the damage was due to handling. However, they tell you that they aren't responsible for "damage resulting from any cause other than normal use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual," That is what a carrying handle is used for. What was I supposed to do? Carry the vaccuum in a way that is not supposed to be done?
They say wear and tear does not cover parts. What does wear and tear cover? What is there left if "parts" are not covered?
Squaretrade is making extremely weak arguments and failing to abide by their own Terms of the warranty, claiming that I should not have been using a carrying handle when trying to move the vaccuum, which would have then violated their other Terms saying that I need to abide by the specifications in the owner's manual.
The other item they say they cover are defects in materials and workmanship. What is a broken piece such as a carry handle? Sure seems like a defect in the material used to construct the handle to me.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is had problems with their device.
Our Terms and Conditions do not provide for SquareTrade directly paying a local shop for repairs. If a local shop deems a unit unrepairable the process is for the unit to be sent to...
our depot to confirm it is not repairable with our technicians. We do not automatically offer a payout based on a local repair shop evaluation. The only resolution that would not require the consumer to pay first is if they ship the device to our repair depot for evaluation and repair.
The fastest way to have a unit repaired is having the consumer find a local shop, pay for the repair and then SquareTrade will reimburse them the cost of repair. If we reimburse using Paypal SquareTrade pays the fee and the consumer will not have to.
No warranty covers taxes paid for the purchase of a device, the warranty only covers the price of the item before taxes.
The consumer did send the unit in for repair and it is now being shipped to the consumer.
We apologize to the consumer for the delays.We have gone ahead and processed the refund on the warranty & deductible and the consumer should be receiving within 7-10 business days. We have also started the process on the reimbursement of the stated amount. The we have sent the consumer information on how to complete this process.
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]
After reviewing the consumers warranty contract their coverage currently falls under the manufacture warranty. Moreover the consumers service contract states: "Maintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than normal use and operation of the...
product in accordance with the manufacturer’s specifications and owner’s manual, including, but not limited to, exposure to weather conditions, failure to properly clean, maintain or lubricate, operator negligence, misuse, abuse." if the issue is unable to be covered by the manufacturer SquareTrade would not be able to provide service.
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
The consumer has been credited back for the monthly charges & the warranty has been cancelled. No additional charges should be deducted from the consumer's...
account.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to be charged 5.43/month.
Final Business Response /* (4000, 9, 2016/01/20) */
The monthly charges are for another device that the consumer has under warranty. The consumer has been contacted & confirmed there are no additional charges that are unauthorized and being deducted.
Final Consumer Response /* (2000, 11, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade sent me an automated message on 4/01 requesting me to return the device (iPhone 6) regarding Claim Number [redacted]33 in order for the $649.99 payout to be processed.I have already sent back the two devices I have and have previously sent this information to Britney F. (Ext [redacted]6). She last contacted me 3 weeks ago. Last time she contacted me in response to my question about what I need to do, she requested that the 2 devices I had be sent back in order for all the payments to be processed and I did so immediately.The two phones are:IMEI [redacted]243IMEI [redacted]072and the return trackings for the two packages back to SquareTrade are:FedEx Tracking [redacted]432FedEx Tracking [redacted]898Since I have already completed everything Britney requested me to do, I am still awaiting the refund on the warranty, refund on the deductible, and the $649.99 payout. I have no additional devices to return. They have everything they need now.SquareTrade, please process the reimbursement to me as soon as possible to my [redacted] address:[redacted] BroadwaySte **0[redacted], NY 10018
Initial Business Response /* (1000, 5, 2015/08/13) */
We are sorry the consumer had an issue with their phone.
There are times when our inventory does not have the phone in stock. We are in the process of changing our supplier so that we will have more phones available. The specialist suggested...
that the consumer take the phone to a local shop to get it repaired to accelerate the repair process. The consumer did not want to resolve the claim in that manner so we proceeded with the exchange.
The phone is now in transit to the consumer. Anticipated delivery is Friday, August 14.
Due to the delay in this process we have waved the deductible normally charged.
Initial Business Response /* (1000, 5, 2015/06/19) */
We are sorry the consumer had issues with their device.
Upon further inspection we have found that the specialist was not exactly correct in the issue of software. This is the initial reason the claim was not immediately filed. The specialist...
was willing to try to resolve the issue, but did not make that clear to the consumer. Also in this version of TV the software is firmware on one of the boards. This would be covered by our warranty.
We contacted the consumer and let them know we will pay them out on the cost of the TV and due to the poor experience the consumer had we are also refunding the warranty price.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any issues the consumer had with their device. When a consumers mobile device is not in stock for replacement SquareTrade will attempt to source a new device from a third party vendor. If no device is available the only other resolution available is a reimbursement of the...
item price. SquareTrade was able to source the consumer a replacement device. Unfortunately the consumer was not available to sign for the package at the time of delivery. The vendor placed SquareTrade's name on the package which caused further issues. The phone was eventually returned back to the vendor. Currently, we are unable to source a replacement phone for the consumer and will be moving forward with a reimbursement.
Better...
Business Bureau:
A Squaretrade rep finally provided me an update today & I was told to expect the reimbursement check in about 5 business days. 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, 2015/10/23) */
We apologize that the consumer had issues with their device.
The consumer's plan expired on 8/24/2015 & prior to the expiration date no additional issues were reported. As a one time exception we are allowing the consumer to file a claim to...
have the device locally repaired and we will reimburse for the repair.
The consumer has been contacted and informed of the resolution for his case.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before moving on with the response, the record needs to be corrected with regards to the erroneous reply above. While the plan may have expired on 8-24, the replacement phone comes with it's own 30 day warranty, which would have gone beyond 8-24.
I have been contacted by a representative about this 'exception'. However, I have tried going to a few local shops and that is where we are encountering difficulties. The issue with the power button sticking MIGHT be fixed by replacing parts, but the phone crashing when playing sound is a problem with the main unit - the phone itself. It would have to be replaced, which is not a service done by a local shop. The two shops I asked for an estimate both said this. The Squaretrade representative asked for me to provide documentation to this effect. However, I am having difficulty convincing a local business to take time out of their day to provide an analysis and formal letter to a third-party for free. They looked at it and gave me their assessment. I am currently trying to get time off of work (again, at a loss of my workhours) to try a different shop about 20 min from where I live and will update their representative.
So this is where we are stuck. I have entertained the representative's request to go to different repair shops, but the problems with this unit can only be partially repaired. However, I did not purchase insurance to receive a partially functional replacement. Where do we go from here?
Final Business Response /* (4000, 15, 2015/11/11) */
The consumer has been contacted and we are currently awaiting documentation to move forward.
Final Consumer Response /* (4200, 17, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business was unable to make contact with local repair shop. Attempting to reach a different shop, but many are reluctant to give me a work order or written documentation unless I am having the repairs done that day.
Complaint[redacted]I am rejecting this response because: No message writtenSincerely,[redacted]
We apologize for the service delays the consumer experienced, and the initial denial of his claim. The damage the unit had received is typically a clear indicator of accidental or physical damage, which is not covered beneath any of our television policies. Once the consumer provided us additional documentation verifying the issue was an electrical failure we were able to have the claim approved.
We have since completed his television repair and have emailed him requesting a confirmation of whether or not his item is still experiencing issues. Due to any difficulty the consumer experienced we will also be providing a full refund for his warranty purchasing price, though his warranty will be left intact until completion or expiration.
Complaint: [redacted]I am rejecting this response because:
As explained in the detailed letter I sent to SquareTrade (4 pages), I am not asking them to handle any damage that may be related to alleged exposure to liquids. I am asking SquareTrade to repair or replace the Logic Board (to remedy the crashing) which is unrelated to these sensors.
When I spoke with a SquareTrade representative this week, they said that if I took care of any damage from liquid exposure, they would certainly take care of the other issues.
Sincerely,Carolyn[redacted]