As stated in the Terms & Conditions, we will repair, replace or reimburse the consumer for the unit. The shop that the consumer was sent to is a vendor that we use to provide quick, easy (usually same day) repairs. Though the consumer replaced the phone outside of terms of the approved claim, we'd be happy to honor reimbursement once the insured unit is returned. The consumer agreed to this reimbursement process within the Terms & Conditions when purchasing the warranty. We will only honor reimbursement when the unit is received. The consumer has been sent a shipping label to send the insured unit back to us once we receive the unit a check will be sent within one business day.
Complaint: [redacted]I am rejecting this response because:
While I appreciate your timely response, I am still not in agreement. I don't believe you have actually read completely through either my original complaint OR my responses since, because you seem to have missed my point entirely.
Your basis for denying this claim is that I did not return the item. I understand this point and I acknowledge that it is in the contract that items may need to be returned using a pre-paid shipping label. The wording you just quoted me says that YOU WILL PROVIDE a shipping label if the item will need to be returned. That's great. I understand that clearly. The problem, AGAIN, is that the claim was made and approved - and I was told it was finalized - in APRIL. The email with the shipping label was sent to me in [redacted] at 4:09am to be specific. This was OVER THREE MONTHS LATER. I had long since disposed of the item because I had already been told that the claim was finalized and the check would be sent.
Please respond specifically regarding this time frame. If I was expected to return the item, why was I not sent the shipping label back in [redacted] when I still had the product? Why did the representative that I spoke to tell me that everything was cleared and the check would be sent?
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer did not have their device repaired to their satisfaction.
After a failed repair our policy allows for us to attempt a 2nd repair. In this case however, due to the poor service the consumer experienced, we will make a...
one-time exception and pay the consumer out the price of the item. A refund of the warranty would not be part of the payout.
However, in this case, we see that the repair did take more than the guarantee 2 day repair time, as noted in the brochure. For that reason we will also refund the cost of the warranty.
The total that the consumer shows as what she paid for the computer includes sales tax (which is not covered under our Terms and Conditions), the device and the warranty. We are going to reimburse the consumer the cost of the item and the cost of the warranty.
My warranty contract states (Terms and Condition), (Service Agreement). In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacement. The service covers 100% of parts and labor, with no deductibles. And if item cant be...
repaired, the full item price will be paid out to me. Square Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased.
How can this be resolve, I would like a new replace TV, not refurbished, no like model as it states in warranty (Service Agreement), but a new LG TV with the same value, and high quality features and specification as the one I purchased, or full item price paid out to me, as it states in the warranty (Service Agreement).
Complaint: [redacted]I am rejecting this response because:
Obviously, if it was clearly stated I missed it. Ebay offered the Squaretrade warranty as well. I only went to Amazon because I wanted a longer warranty. My issue is I paid six months ago, I sent you the receipt(from EBay) as requested and Squaretrade never informed me that my warranty was invalid. How would I know that I did something wrong, if I followed all your steps and you accepted my money. If you would have told me then, I could have purchased through ebay or other third party warranties. Sincerely,[redacted]
We are sorry for any issues the consumer had with their device.The consumer has been contacted and the desired settlement reached. We apologize for any delays encountered by the consumer in regards to this process.
We are sorry for any issues the consumer had with their device. Looking into the consumers account, we have dispersed a check to the consumer for part of their reimbursement. After reviewing the invoice and work order authorization from apple we have reached out to our accounting...
department to process a check for the remaining amount.
We're sorry for any confusion the consumer has experienced!
Our goal is to replace the original TV with one of comparable specifications and functionality. Every replacement TV is individually selected by a SquareTrade TV Specialist, based on on specifications of the consumers...
original TV and research from leading technical publications like the "Consumer Reports" and "[redacted]".
Prior to sending a replacement TV out to a consumer, the consumer must read over the replacement TV specifications and accept the offer. Our records indicate that the consumer accepted the offer and the TV was shipped to the mailing address on file. Unfortunately, once a TV offer is accepted and the consumer receives the replacement (fully functioning), we're unable to exchange the TV (mentioned prior to accepting).
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]
Revdex.com:We have reviewed Square Trade response. We want our tv repaired and are willing once again to have the parts mailed to us and have a repairman come out and install them. However, we are a little apprehensive because this is what happened before and the parts were both defective and the tv was not repaired We had 5 days to respond which is not enough time to receive the parts and schedule the repairman. I would like to comment and respond once that is done. We will respond and comment again in the future. Please keep this complaint open and active.
Was told yesterday by resolutions department they would refund remainder of warranty and entire cost of laptop. Appears there representatives don't communicate I deny this resolution.Complaint:[redacted]I am rejecting this response because:Sincerely,[redacted]
We are sorry for any issues the consumer has had with their device.
After looking into the consumers account, we have sent several checks that have not been received. Another reimbursement was processed and mailed on 7/15/[redacted]. If the consumer does not receive the latest...
reimbursement processed we will look into an alternate reimbursement method.
We are sorry for any issues the consumer had with their device. When a device is sent into our depot in need of repair the item is audited when it initially arrives. Then all necessary parts are attempted to be located. In the event that parts are not available claims are moved to...
reimbursement to help streamline the claim process and not leave customers for long periods of time with out a device. Once the consumer made our representative aware they wanted their device returned an email was sent out to see if the unit could be held. Since this is not our normal practice the unit had already been salvaged at the time the email was sent out. Due to the miscommunication we have processed a reimbursement for %50 of the consumers warranty cost. At this time we are not able to offer any further assistance towards the consumers purchase of a new device.
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, Earl[redacted]
Complaint: [redacted]I am rejecting this response because: I believe that should have honored the warranty because they took my money which made me believe it was under warranty. Their accounting people should have matched the money up with the product. They should have known they had an overage. I will never buy another warranty from this company again.
Sincerely,
[redacted]
We are sorry for any issue the consumer experienced with their device.
Squaretrade ensures to provide all necessary information regarding the start and end dates well as the coverage provided during under the warranty. This information is provided to all consumers via their Terms and...
Conditions, which are also available at our website. According to the T's &C's, "The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty.". Squaretrade provides a clear description that we do run concurrently with the manufacturer and the warranty is "inclusive" of any other warranties. We have also clearly noted the start and end date of the warranty right from the beginning. The consumer's specific warranty contract states, "Coverage Starts: [redacted]" and "Coverage Ends: [redacted]". Unfortunately, Since this information was provided at the start of the warranty and squaretrade provides its consumers a 30-day return policy if these conditions are not acceptable, we would be unable to provide assistance.
Complaint: [redacted]I am rejecting this response because: Like I have stated. at the time of the purchase of the warranty Squeartrade had no mention of the deductable. I know Squeartrade updated the terns and conditions last year and that is when I started to see a deductiable, but there was no option at the time of purchase. I will pay this deductable because Squeartrade has me in a hostage situation on my laptop. I will publicly dispute Squeartrade and tell everyone to not buy a warranty or do any business what so ever with Squeartrade. They have gotten to big headed now amd refuse to help a loyal customer for over 10 years..
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
We have called the consumer on numerous occasions at both their day and night time numbers listed but have been unable to reach anyone. We then have followed up with an email to inform the...
customer that we do have a repair resolution waiting and in place for her whenever she is ready to go ahead with her repairs.
Furthermore we do apologize for incorrectly canceling her warranty and advising her of a refund as there are not refunds on month to month policies. In the end we are confident that the consumer will be happy with the resolution we have ready for her.
We are sorry for any issues the consumer had with their device. We are unable to locate the consumers account with the information provided to the Revdex.com. We have also reached out to the contact number provided and were unable to leave a voicemail as we were not given the option. If...
the consumer could please provide us with an email address, phone number, or whole name that would be associated with the account.
As stated in the Terms & Conditions, we will repair, replace or reimburse the consumer for the unit. The shop that the consumer was sent to is a vendor that we use to provide quick, easy (usually same day) repairs. Though the consumer replaced the phone outside of terms of the approved claim, we'd be happy to honor reimbursement once the insured unit is returned. The consumer agreed to this reimbursement process within the Terms & Conditions when purchasing the warranty. We will only honor reimbursement when the unit is received. The consumer has been sent a shipping label to send the insured unit back to us once we receive the unit a check will be sent within one business day.
Complaint: [redacted]I am rejecting this response because:
While I appreciate your timely response, I am still not in agreement. I don't believe you have actually read completely through either my original complaint OR my responses since, because you seem to have missed my point entirely.
Your basis for denying this claim is that I did not return the item. I understand this point and I acknowledge that it is in the contract that items may need to be returned using a pre-paid shipping label. The wording you just quoted me says that YOU WILL PROVIDE a shipping label if the item will need to be returned. That's great. I understand that clearly. The problem, AGAIN, is that the claim was made and approved - and I was told it was finalized - in APRIL. The email with the shipping label was sent to me in [redacted] at 4:09am to be specific. This was OVER THREE MONTHS LATER. I had long since disposed of the item because I had already been told that the claim was finalized and the check would be sent.
Please respond specifically regarding this time frame. If I was expected to return the item, why was I not sent the shipping label back in [redacted] when I still had the product? Why did the representative that I spoke to tell me that everything was cleared and the check would be sent?
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer did not have their device repaired to their satisfaction.
After a failed repair our policy allows for us to attempt a 2nd repair. In this case however, due to the poor service the consumer experienced, we will make a...
one-time exception and pay the consumer out the price of the item. A refund of the warranty would not be part of the payout.
However, in this case, we see that the repair did take more than the guarantee 2 day repair time, as noted in the brochure. For that reason we will also refund the cost of the warranty.
The total that the consumer shows as what she paid for the computer includes sales tax (which is not covered under our Terms and Conditions), the device and the warranty. We are going to reimburse the consumer the cost of the item and the cost of the warranty.
My warranty contract states (Terms and Condition), (Service Agreement). In this service contract, I would receive incredible service that includes in home service for large items and no "like model" replacement. The service covers 100% of parts and labor, with no deductibles. And if item cant be...
repaired, the full item price will be paid out to me. Square Trade replace the LG TV for a lesser value LG TV, the quality of the TV is not high quality, and does not have the specification or features of my warranty TV that I purchased.
How can this be resolve, I would like a new replace TV, not refurbished, no like model as it states in warranty (Service Agreement), but a new LG TV with the same value, and high quality features and specification as the one I purchased, or full item price paid out to me, as it states in the warranty (Service Agreement).
Complaint: [redacted]I am rejecting this response because:
Obviously, if it was clearly stated I missed it. Ebay offered the Squaretrade warranty as well. I only went to Amazon because I wanted a longer warranty. My issue is I paid six months ago, I sent you the receipt(from EBay) as requested and Squaretrade never informed me that my warranty was invalid. How would I know that I did something wrong, if I followed all your steps and you accepted my money. If you would have told me then, I could have purchased through ebay or other third party warranties. Sincerely,[redacted]
We are sorry for any issues the consumer had with their device.The consumer has been contacted and the desired settlement reached. We apologize for any delays encountered by the consumer in regards to this process.
We are sorry for any issues the consumer had with their device. Looking into the consumers account, we have dispersed a check to the consumer for part of their reimbursement. After reviewing the invoice and work order authorization from apple we have reached out to our accounting...
department to process a check for the remaining amount.
We're sorry for any confusion the consumer has experienced!
Our goal is to replace the original TV with one of comparable specifications and functionality. Every replacement TV is individually selected by a SquareTrade TV Specialist, based on on specifications of the consumers...
original TV and research from leading technical publications like the "Consumer Reports" and "[redacted]".
Prior to sending a replacement TV out to a consumer, the consumer must read over the replacement TV specifications and accept the offer. Our records indicate that the consumer accepted the offer and the TV was shipped to the mailing address on file. Unfortunately, once a TV offer is accepted and the consumer receives the replacement (fully functioning), we're unable to exchange the TV (mentioned prior to accepting).
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]
Revdex.com:We have reviewed Square Trade response. We want our tv repaired and are willing once again to have the parts mailed to us and have a repairman come out and install them. However, we are a little apprehensive because this is what happened before and the parts were both defective and the tv was not repaired We had 5 days to respond which is not enough time to receive the parts and schedule the repairman. I would like to comment and respond once that is done. We will respond and comment again in the future. Please keep this complaint open and active.
Thank you
Stephen and Nancy [redacted]
Was told yesterday by resolutions department they would refund remainder of warranty and entire cost of laptop. Appears there representatives don't communicate I deny this resolution.Complaint:[redacted]I am rejecting this response because:Sincerely,[redacted]
We are sorry for any issues the consumer has had with their device.
After looking into the consumers account, we have sent several checks that have not been received. Another reimbursement was processed and mailed on 7/15/[redacted]. If the consumer does not receive the latest...
reimbursement processed we will look into an alternate reimbursement method.
We are sorry for any issues the consumer had with their device. When a device is sent into our depot in need of repair the item is audited when it initially arrives. Then all necessary parts are attempted to be located. In the event that parts are not available claims are moved to...
reimbursement to help streamline the claim process and not leave customers for long periods of time with out a device. Once the consumer made our representative aware they wanted their device returned an email was sent out to see if the unit could be held. Since this is not our normal practice the unit had already been salvaged at the time the email was sent out. Due to the miscommunication we have processed a reimbursement for %50 of the consumers warranty cost. At this time we are not able to offer any further assistance towards the consumers purchase of a new device.
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, Earl[redacted]
Complaint: [redacted]I am rejecting this response because: I believe that should have honored the warranty because they took my money which made me believe it was under warranty. Their accounting people should have matched the money up with the product. They should have known they had an overage. I will never buy another warranty from this company again.
Sincerely,
[redacted]
We are sorry for any issue the consumer experienced with their device.
Squaretrade ensures to provide all necessary information regarding the start and end dates well as the coverage provided during under the warranty. This information is provided to all consumers via their Terms and...
Conditions, which are also available at our website. According to the T's &C's, "The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty.". Squaretrade provides a clear description that we do run concurrently with the manufacturer and the warranty is "inclusive" of any other warranties. We have also clearly noted the start and end date of the warranty right from the beginning. The consumer's specific warranty contract states, "Coverage Starts: [redacted]" and "Coverage Ends: [redacted]". Unfortunately, Since this information was provided at the start of the warranty and squaretrade provides its consumers a 30-day return policy if these conditions are not acceptable, we would be unable to provide assistance.
Complaint: [redacted]I am rejecting this response because: Like I have stated. at the time of the purchase of the warranty Squeartrade had no mention of the deductable. I know Squeartrade updated the terns and conditions last year and that is when I started to see a deductiable, but there was no option at the time of purchase. I will pay this deductable because Squeartrade has me in a hostage situation on my laptop. I will publicly dispute Squeartrade and tell everyone to not buy a warranty or do any business what so ever with Squeartrade. They have gotten to big headed now amd refuse to help a loyal customer for over 10 years..
Thank you Revdex.comSincerely,[redacted]
Complaint:[redacted]I am rejecting this response because: Still working on the case.Sincerely,[redacted]
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
We have called the consumer on numerous occasions at both their day and night time numbers listed but have been unable to reach anyone. We then have followed up with an email to inform the...
customer that we do have a repair resolution waiting and in place for her whenever she is ready to go ahead with her repairs.
Furthermore we do apologize for incorrectly canceling her warranty and advising her of a refund as there are not refunds on month to month policies. In the end we are confident that the consumer will be happy with the resolution we have ready for her.
We are sorry for any issues the consumer had with their device. We are unable to locate the consumers account with the information provided to the Revdex.com. We have also reached out to the contact number provided and were unable to leave a voicemail as we were not given the option. If...
the consumer could please provide us with an email address, phone number, or whole name that would be associated with the account.