Initial Business Response /* (4000, 8, 2016/02/18) */
As stated by the consumer we are in the process of resolving this complaint.
Initial Consumer Rebuttal /* (4200, 10, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date I still haven't...
heard a word from them, NOR the shipping label in the mail with the money owed.
Final Business Response /* (4000, 13, 2016/03/06) */
On 2/18/16 the consumer's claim was processed for payout and the payout is processed once we receive the device. We emailed the consumer the shipping label & included instructions on how to return the device for payout. The email has been resent to the consumer
Final Consumer Response /* (4200, 15, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sstill have the device,they haven't sent me the shipping label yet.To date = NO SHOW, they're just dragging their feet in paying me,what they owe me.Lying to you that they sent it,when they haven't.
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.
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 for any issues the consumer had with their device.
We have reached out to the consumer to try and work on a resolution that is agreeable to all parties involved. Currently we are awaiting necessary documentation of repairs to come to a resolution. At this time we have sent another follow up email requesting the necessary documentation.
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 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.
We apologize for any inconvenience that the consumer might have experienced during this process. As mentioned in our previous email this warranty was purchased incorrectly through a website that does not offer warranties for the consumer's device.While we apologize for the agents misinformation to the consumer it does not negate the fact that the warranty is invalid and therefore no claims can be processed as such. If the consumer would like a refund of his warranty cost we would be more than happy to oblige.
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 apologize for any inconvenience that the consumer might have experienced during this process.
The consumer called in on 8/31/2016 to file a claim. During the phone call the consumer was informed that in order to proceed with the claim a valid proof of purchase would need to be submitted. The...
customer was also advised to call us back once the proof of purchase was submitted so that we could continue to assist them with the claim.
The consumer did not call back to follow up with us until 2/7/2018, almost 1 year and a half after the claim was filed. The claims that are submitted have a 90 day life until the claim is automatically closed. Also the proof of purchase that was uploaded was invalid as it was not itemized.
In conclusion this claim is close to a 1 year and a half old and both the claim and warranty have expired since then. At this juncture we unfortunately are not able to assist the consumer.
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, 2016/01/29) */
We apologize for the issue the consumer experienced. This is a duplicate complaint filed by the consumer. As stated in the fist complaint, " Our records indicate the consumer sent their device in twice to be repaired. On the second repair the...
device failed the audit due to a complete different serial number on the device. The consumer's claim was denied due to misrepresentation and the device was shipped back to the consumer. We have cancelled the warranty and refunded the consumer for the full amount."
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because: I'd like proof of the conversation because he NEVER told me I had to call back to submit the claim!! I waited because he said I'd "probably get a check in the mail." I have that written in quotes on my note from him. I want my money back for this contract!Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
We are sorry the consumer had issues with their device. There are two types of coverage offered for this type of item. The first is named "Standard" which covers mechanical failure but not damage. The second type of warranty is named "Accidental...
Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damage. Unfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverage. Due to the confusion, SquareTrade would like to make the exception and take care of this case. We attempted to contact the consumer a couple of times and just waiting to hear back.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my voicemail and I do not have a response. I have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last 3 weeks. This is simply FALSE ADVERTISING. I don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past). It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with FALSE Advertising.
Final Business Response /* (4000, 9, 2015/06/23) */
We are sorry the consumer had issues with their device.
We have been trying to contact the customer by calling the number we have on file. That number is probably incorrect as the consumer has not received any of our messages. We will email the consumer to let them know that we are going to make an exception and pay them out.
this was not the case. There was a promotion for gifts that was emailed from. Squareteade.
it stated no receipt needed I have emailed squreteade a copy of the email.Complaint:[redacted]I am rejecting this response because:Sincerely,[redacted]
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, 2015/12/17) */
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.)
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]
Initial Business Response /* (4000, 8, 2016/02/18) */
As stated by the consumer we are in the process of resolving this complaint.
Initial Consumer Rebuttal /* (4200, 10, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date I still haven't...
heard a word from them, NOR the shipping label in the mail with the money owed.
Final Business Response /* (4000, 13, 2016/03/06) */
On 2/18/16 the consumer's claim was processed for payout and the payout is processed once we receive the device. We emailed the consumer the shipping label & included instructions on how to return the device for payout. The email has been resent to the consumer
Final Consumer Response /* (4200, 15, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sstill have the device,they haven't sent me the shipping label yet.To date = NO SHOW, they're just dragging their feet in paying me,what they owe me.Lying to you that they sent it,when they haven't.
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.
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 for any issues the consumer had with their device.
We have reached out to the consumer to try and work on a resolution that is agreeable to all parties involved. Currently we are awaiting necessary documentation of repairs to come to a resolution. At this time we have sent another follow up email requesting the necessary documentation.
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].
Your statement is not correct. The company has not contacted me. They keep messing with me every time I contact them.
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.
We apologize for any inconvenience that the consumer might have experienced during this process. As mentioned in our previous email this warranty was purchased incorrectly through a website that does not offer warranties for the consumer's device.While we apologize for the agents misinformation to the consumer it does not negate the fact that the warranty is invalid and therefore no claims can be processed as such. If the consumer would like a refund of his warranty cost we would be more than happy to oblige.
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 apologize for any inconvenience that the consumer might have experienced during this process.
The consumer called in on 8/31/2016 to file a claim. During the phone call the consumer was informed that in order to proceed with the claim a valid proof of purchase would need to be submitted. The...
customer was also advised to call us back once the proof of purchase was submitted so that we could continue to assist them with the claim.
The consumer did not call back to follow up with us until 2/7/2018, almost 1 year and a half after the claim was filed. The claims that are submitted have a 90 day life until the claim is automatically closed. Also the proof of purchase that was uploaded was invalid as it was not itemized.
In conclusion this claim is close to a 1 year and a half old and both the claim and warranty have expired since then. At this juncture we unfortunately are not able to assist the consumer.
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, 2016/01/29) */
We apologize for the issue the consumer experienced. This is a duplicate complaint filed by the consumer. As stated in the fist complaint, " Our records indicate the consumer sent their device in twice to be repaired. On the second repair the...
device failed the audit due to a complete different serial number on the device. The consumer's claim was denied due to misrepresentation and the device was shipped back to the consumer. We have cancelled the warranty and refunded the consumer for the full amount."
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint[redacted]I am rejecting this response because: No message writtenSincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I'd like proof of the conversation because he NEVER told me I had to call back to submit the claim!! I waited because he said I'd "probably get a check in the mail." I have that written in quotes on my note from him. I want my money back for this contract!Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
We are sorry the consumer had issues with their device. There are two types of coverage offered for this type of item. The first is named "Standard" which covers mechanical failure but not damage. The second type of warranty is named "Accidental...
Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damage. Unfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverage. Due to the confusion, SquareTrade would like to make the exception and take care of this case. We attempted to contact the consumer a couple of times and just waiting to hear back.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked my voicemail and I do not have a response. I have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last 3 weeks. This is simply FALSE ADVERTISING. I don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past). It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with FALSE Advertising.
Final Business Response /* (4000, 9, 2015/06/23) */
We are sorry the consumer had issues with their device.
We have been trying to contact the customer by calling the number we have on file. That number is probably incorrect as the consumer has not received any of our messages. We will email the consumer to let them know that we are going to make an exception and pay them out.
this was not the case. There was a promotion for gifts that was emailed from. Squareteade.
it stated no receipt needed I have emailed squreteade a copy of the email.Complaint:[redacted]I am rejecting this response because:Sincerely,[redacted]
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, 2015/12/17) */
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.)
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]