As this in regard to a previous complaint below is the original response"We are sorry the consumer had issues with their device.As stated in out Terms and Conditions, "at Our discretion We will either:A. Repair Your Product, or;B. 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;C. Replace Your Product with a product of like, kind, quality and functionality."Nowhere in our contract does it state that we will provide an upgraded phone.We have approved the claim for the consumer to go to Apple and have Apple perform an outside of warranty repair. They would take the consumer's old phone, charge the consumer a flat fee and provide the consumer with a refurbished replacement. We would reimburse consumer for that service, minus the charge to file the claim. We also offered a full payout so the consumer can purchase a replacement phone. The amount that we would payout is the price it would cost to purchase a replacement phone of the same model that the consumer currently has. If we provide a full payout the warranty will be completed.We were unable to find any of the recorded calls and have requested from the consumer another phone number that perhaps he called from to help us in our search for those calls."Please respond to the original response.
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]
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, 2015/10/23) */
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.
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, Jordan [redacted]
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. Per Terms & Conditions "we will service the consumer's product 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." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device.
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.
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.
Initial Business Response /* (1000, 5, 2015/11/11) */
We apologize the consumer has issues with their device. The consumer has been contacted and their complaint resolved.
We are sorry for any issues the consumer experienced with their device.
According to our records, the repairs were delayed due to part availability. We show that due to the increase in time to complete the repairs, an exception has been made to proceed with the reimbursement of the device. We...
show that the deductible and warranty costs have also been refunded due to the delays. We appreciate the consumer for bringing this to our attention and hope their concerns are have been addressed
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did receive the payment as promised.
We do not know why the payment was delayed. We have processed a check to be sent and according to the tracking number the check was delivered July 1.
Initial Consumer Rebuttal...
/* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the payment. Thank you.
We are sorry for any issues the consumer had with their device. The consumers device was sent to our depot for repairs. During our depots audit the item was deemed repairable by our depot. If an item is able to be repaired our depots will always try and repair the device. In...
the consumers instance the replacement parts were back ordered. SquareTrade has moved forward to replace the consumers item as the parts needed are delayed beyond our maximum repair time guarantee.
We are sorry the consumer had issues with receiving their reimbursement.
We do have a guarantee where we would refund the cost of the warranty if we do not complete a repair within 5 days of when we receive the device for repair at our repair depot. For some reason the refund was not processed...
and we had to reprocess it. This is what caused the delay.
We have spoken to the consumer and they have received the refund.
Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize for the issue the consumer experienced. An internal glitch caused the delay with uploading the warranty. The glitch has been resolved and the warranty should be uploaded with 2-4 business days. For the inconvenience the consumer...
experienced we will refund the warranty & still provide coverage for the warranty period.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After making my complaint, I was immediately contacted by Squaretrade. They promptly apologized, and they honorably offered to honor the warranty for no charge to me.
This company has more than exceeded my expectations, and I look forward to doing business with them again.
[redacted]
We apologize for any inconvenience the consumer experienced with filing a claim. We have reached out to the consumer and offered an alternative resolution. We hope this proves to be a good resolution and appreciate his patience while we worked to resolve this.
When the consumer reached out to us in March of last year to determine why his claim was on hold, we explained at that time that the receipt was not on file and this was required to move forward. We understand the consumer feels a different issue to be the cause of the delay, and we apologize for any miscommunication.
Once the proof of purchase was provided in December, the claim was approved after a brief verification process. Though we understand the consumer is frustrated with the delay, we would have no alternative resolutions at this time beyond the mail in repair the consumer is already approved for. Being that we have offered and a claim and are currently awaiting to receive the device so we can repair it, we are meeting our obligations beneath this plan.
Complaint: [redacted]I am rejecting this response because: I already sent this response before..I DID respond to Square Trade's request for additional information. They called AND emailed and I send the requested info via email. If for whatever reason they did not reason MY response to THEIR email, they need to contact me again!! This is ridiculous and sounds like evasion on Square Trade's part!!Sincerely,[redacted]
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, William [redacted]
As this in regard to a previous complaint below is the original response"We are sorry the consumer had issues with their device.As stated in out Terms and Conditions, "at Our discretion We will either:A. Repair Your Product, or;B. 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;C. Replace Your Product with a product of like, kind, quality and functionality."Nowhere in our contract does it state that we will provide an upgraded phone.We have approved the claim for the consumer to go to Apple and have Apple perform an outside of warranty repair. They would take the consumer's old phone, charge the consumer a flat fee and provide the consumer with a refurbished replacement. We would reimburse consumer for that service, minus the charge to file the claim. We also offered a full payout so the consumer can purchase a replacement phone. The amount that we would payout is the price it would cost to purchase a replacement phone of the same model that the consumer currently has. If we provide a full payout the warranty will be completed.We were unable to find any of the recorded calls and have requested from the consumer another phone number that perhaps he called from to help us in our search for those calls."Please respond to the original response.
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]
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
We have spoke with the consumer and the issue reported has been resolved.
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.
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, Jordan [redacted]
Initial Business Response /* (1000, 5, 2016/01/21) */
We apologize for the issue the consumer experienced with their device. Per Terms & Conditions "we will service the consumer's product 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." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device.
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 of the misrepresention of the company.Sincerely,[redacted]
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.
Initial Business Response /* (1000, 5, 2015/11/11) */
We apologize the consumer has issues with their device. The consumer has been contacted and their complaint resolved.
We are sorry for any issues the consumer experienced with their device.
According to our records, the repairs were delayed due to part availability. We show that due to the increase in time to complete the repairs, an exception has been made to proceed with the reimbursement of the device. We...
show that the deductible and warranty costs have also been refunded due to the delays. We appreciate the consumer for bringing this to our attention and hope their concerns are have been addressed
Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer did receive the payment as promised.
We do not know why the payment was delayed. We have processed a check to be sent and according to the tracking number the check was delivered July 1.
Initial Consumer Rebuttal...
/* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the payment. Thank you.
We are sorry for any issues the consumer had with their device. The consumers device was sent to our depot for repairs. During our depots audit the item was deemed repairable by our depot. If an item is able to be repaired our depots will always try and repair the device. In...
the consumers instance the replacement parts were back ordered. SquareTrade has moved forward to replace the consumers item as the parts needed are delayed beyond our maximum repair time guarantee.
We are sorry the consumer had issues with receiving their reimbursement.
We do have a guarantee where we would refund the cost of the warranty if we do not complete a repair within 5 days of when we receive the device for repair at our repair depot. For some reason the refund was not processed...
and we had to reprocess it. This is what caused the delay.
We have spoken to the consumer and they have received the refund.
Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize for the issue the consumer experienced. An internal glitch caused the delay with uploading the warranty. The glitch has been resolved and the warranty should be uploaded with 2-4 business days. For the inconvenience the consumer...
experienced we will refund the warranty & still provide coverage for the warranty period.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After making my complaint, I was immediately contacted by Squaretrade. They promptly apologized, and they honorably offered to honor the warranty for no charge to me.
This company has more than exceeded my expectations, and I look forward to doing business with them again.
[redacted]
We apologize for any inconvenience the consumer experienced with filing a claim. We have reached out to the consumer and offered an alternative resolution. We hope this proves to be a good resolution and appreciate his patience while we worked to resolve this.
When the consumer reached out to us in March of last year to determine why his claim was on hold, we explained at that time that the receipt was not on file and this was required to move forward. We understand the consumer feels a different issue to be the cause of the delay, and we apologize for any miscommunication.
Once the proof of purchase was provided in December, the claim was approved after a brief verification process. Though we understand the consumer is frustrated with the delay, we would have no alternative resolutions at this time beyond the mail in repair the consumer is already approved for. Being that we have offered and a claim and are currently awaiting to receive the device so we can repair it, we are meeting our obligations beneath this plan.
Complaint: [redacted]I am rejecting this response because: I already sent this response before..I DID respond to Square Trade's request for additional information. They called AND emailed and I send the requested info via email. If for whatever reason they did not reason MY response to THEIR email, they need to contact me again!! This is ridiculous and sounds like evasion on Square Trade's part!!Sincerely,[redacted]
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, William [redacted]