Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their device. Our records indicate the consumer's claim has been approved for local repair and once we receive the invoice the consumer will be reimbursed. Thought the warranty is expired we...
will still honor the active claim.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response. How do I know which shop to bring my computer in to? I was never informed where to bring it in, or which shops would be acceptable. I appreciate your cooperation. Which places are covered? Also, how will I ensure that I get a refund for the repairs done? Thank you!
Initial Business Response /* (1000, 5, 2015/10/07) */
We are sorry the consumer had issues with their device.
As we may recommend a repair shop we cannot guarantee their work unless the shop is part of our network. The shop in question was not part of our network as we pay these shops directly and...
the consumer does not.
Even though the issues occurred when the phone was not in the customer's possession in this case we would take a claim and get a resolution for the consumer. Our normal procedure is to have the device sent to our repair depot so they can evaluate the issue and try and resolve the issue. As they have more resources available than a local repair shop many times they are able to resolve the issue and return a repaired phone to the consumer. If they deem the device as unrepairable we will pay the consumer a reimbursement equal to what they paid for the unit or a replace cost.
Due to the poor response the consumer had in this case we are going to refund the deductible they paid, reimburse them $430.92 so they can purchase a replacement device and a refund on the warranty price as they had a poor experience with us.
We have communicated with the consumer and are waiting their response to our offer.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very [redacted] with the solution SquareTrade has offered, and it's actually more than I was expecting. [redacted] was very helpful and went above and beyond to make this situation right. Just more evidence that SquareTrade is a great company that cares about its customers!
We apologize for any inconvenience that the consumer might have experienced during this process. While we do understand that it is the consumer's right to do as he wishes we show in our records that
the consumer was sent via email written confirmation that we would be reimbursing him for the full cost of the both the TV and 4 year premium warranty he had with us.
Being that this matter has been bought to a successful conclusion we respectfully consider the matter closed.
Complaint: [redacted]I am rejecting this response because: I have not received anything from this business via email, mail, or any other method.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/16) */
We apologize for the issue the consumer experienced with their device.
After reviewing the pictures and the recorded information, our television technicians determined that the damage to the tv was sustained prior to the initial repair. As...
stated in the Terms & Conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills." A refund has been processed for the warranty. Typically the amount refunded is prorated but as a courtesy the consumer will receive a full refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician caused the damaged screen. Based on the handling of this set. The samsung owners manual states to have 2 or more people handle it. This tech lifted from one end by himself. He declined my offer for help. If this Crack had been prior to servicing, there is no way possible he would have missed. He hid it by turning the set towards the wall then did not return. I have spoken with Samsung and another local repair company and both have no doubt that the handling by this technical was total innaptopriate. Also had it been cracked prior the handling would have basically split the screen. Consider picking up an 80 pound flexible item from one end. Squaretrade gave no consideration to the facts and timeline.
The contract was for repair of this set. They went outside the contract by breaking the set. It is now unrepairale. I would require a replacement set.
Final Business Response /* (4000, 14, 2016/01/14) */
Though our television technicians determined that the damage to the tv was sustained prior to the initial repair we are making an exception to payout the consumer for his device. The check has been processed & will be mailed to the consumer.
Final Consumer Response /* (4200, 16, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this has dragged on since Dec 7.On Dec 30 I responded to a message from a Squaretrade rep. they wanted to know what I wanted them to do. I suggested that they replace with a somewhat comparable set Samsung 9500, even though it would still be considered less quality picture than the plasma that they had damaged. Rep said they would respond later that day. No response until I contacted them on the sixth.I was told they processed a check for 2999.99 on the 4th. as this seemed to continue to be dragged out I accepted this. squaretrades current response to Revdex.com is that as the 14th a check will be mailed. This is not acceptable. They broke my tv offered much less than replacement cost and have lied multiple times regarding payment having been sent. I have email to confirm they mailed check according to rep. should have been received days ago Pay for comparable replacement LG OLED $5999.I was acceptable to lesser as we have been without TV and preferred to expedite,however even after accepting less than value they still did not fulfill their end.
Complaint:[redacted]I am rejecting this response because: It is unrealistic to expect all warranty work and claims to be submitted before expiration of contract. If the warranty work was performed during the warranty period there should be a reasonable amount of time allowed after contract expiration (E.G. 30 days) to file a claim. My warranty contract expired on[redacted], warranty work was performed on [redacted], well before expiration of the contract. If I would have broken my phone on[redacted] and went in to file a claim on [redacted] I would have been rejected and unable to log into SQUARE TRADE website. This is no way to run a business. SQUARE TRADE'S policy allows for repair then claim; preferred way is claim then repair. No where could I find a mention of a timeline to file a claim if I made the repair prior to filing a claim. First attempted contact with SQUARE TRADE was on [redacted], asked for return call, none. Second attempt on [redacted], phone call returned. I was unable to log into my account is why I called SQUARE TRADE customer service. Service representative stated the reason I was unable to log is was due to contract expiration. Sincerely,[redacted]
We are sorry for any issue the consumer experienced with their device.
Generally, the price paid for the item (discounted or not) is the price we base the protection plan on. We are sure to note in our terms and conditions, " The value of your Protection Plan is in most cases equal to the...
purchase price of your item.". We also state under, "HOW WE WILL SERVICE YOUR ITEM", we will, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount.". According to our records, we have spoken to the consumer and offered the full amount for the item as an exception.
We are sorry for any issues the consumer experienced with their device.
Before a unit is received by our depot, Squaretrade advises consumers to back up all data and programs prior to shipping their product in. Backing up data ensures consumers are able to bring the software back to their...
desired functionality in the event a device is in need of a new logic/motherboard. Our depot installs a copy of [redacted] on the device as a placeholder as consumers are able to reinstall the existing operating system and programs after this type of repair. We apologize if this was not the case during this claim, we will be offering to reimburse a new copy of [redacted] since the consumer is unable to use their original. We appreciate the consumer for bringing this to our attention and allowing us to provide a resolution.
SquareTrade offers two types of warranties, our Standard and Accidental Damage from Handling coverage. Our standard warranty covers mechanical and electrical failures that occur during normal use. While our Accidental Damage from Handling plan covers damage from drops, spills and liquid damage associated with the handling and use of the product. The warranty viewed by the consumer on the SquareTrade's website included accidental damage from handling protection. However, the warranty purchased through the reseller's website did not offer Accidental Damage from Handling. We have reached out to the customer to obtain any documentation from the time of purchase that would reflect an accidental damage from handling warranty being purchased.
We are sorry for any issue the consumer experienced with their device.
As it stands, our technicians attempted a repair on the set but were unsuccessful. The technician advised the issue is related to the panel of the TV. Since the TV has signs of physical damage on the screen/panel we would not be able to continue coverage or provide any additional assistance.
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
Since the consumer's device is not repairable, the claim will be paid out.
For the inconvenience the consumer experienced we are issuing a refund to the consumer for their...
warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will close this complaint once all payouts and refunds are finalized.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/12/30) */
The consumer confirmed as of 12/30/2015 the reimbursement check has been received and the complaint is resolved.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of 02/07/2018 the consumers laptop is being repaired and all issues the customer has stated are being addressed.
We look forward to resolving this matter for the customer in a very prompt manner.
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry the consumer had issues with their device.
The warranty that was sold by the retailer was a warranty that would cover up to $59.99, however our system erred when the item price was input. We have resolved this issue and the...
consumer will receive the full payout of $59.98 once they file a claim and the claim is approved.
We have contacted the consumer to let them know that we have corrected the warranty and now they can file a claim.
We are sorry for any issues the consumer experienced during their claim process. When the consumer's claim was approved they were emailed a prepaid shipping label to send in their device. According to the tracking information, the consumer mailed in their device on [redacted]. On [redacted] the consumer called in to check on the status of their claim. At this time the depot was contacted and they informed they received an empty box and claim was filed with [redacted]. [redacted] denied the claim stating the item was improperly packaged. Since the consumer's item was lost in transit we are reimbursing for the item's cost. According to the proof of purchase provided by the consumer, their item was $[redacted]
Complaint: [redacted]I am rejecting this response because: multiple employees told me I would be refunded $[redacted]. I want to understand where that number came from and where the $** number came from.
I want to start with a detail of every transaction I've done with them.Sincerely,[redacted]
We are sorry for any delays experienced during the claim process.
According to our records, the consumer contacted Squaretrade [redacted] requesting an update on the payment status. Our agent provided the status and advised that since the check had not arrived we had process a new check. We have...
not received communication advising the check not being received. We have issued an additional check as of today[redacted] and will be processed tomorrow [redacted].
We apologize for any difficulty the consumer experienced with the claim process. We have finalized the consumer's claim and are currently processing the desired reimbursement, we have also notified the consumer and appreciate his patience while we worked to resolve this.
Please refer to all prior correspondence regarding the above-referenced claim. To date, I have not received a check in the amount of $[redacted] from Square Trade as promised. My original claim to them was on [redacted] 2, [redacted]. Please advise me of the status of this claim. Needless to say, I am not happy with Square Trade or with the Revdex.com and the way my claim is being handled. Square Trade has my e-mail address and also my home address of [redacted]. I certainly would not ever recommend Square Trade to anyone, including [redacted], where my printer was purchased. A quick response would be greatly appreciated.
Hello, I wanted to follow up on the response from Square trade and actually add more detail. I received an email from Square trade saying that my check was sent out [redacted] but when I called I was informed it was not actually sent out until [redacted]. Since my laptop arrived at their facility on [redacted] and the check was not issued out until [redacted] it does in fact violate their guarantee to refund the money of my warranty if it is not sent within 5 business days. That was 9 business days. Also, today is[redacted] and I still have not received the check for my laptop. They received my damaged laptop over a month ago and will not send me my check for the replacement cost. I have called at least 7 times without any solution provided. I am getting really frustrated and feel like I have no power. Please help. Thanks, [redacted]
Initial Business Response /* (1000, 5, 2015/09/15) */
We are sorry the consumer had issues with their device.
We will provide a replacement phone to the consumer when it is available in our inventory. As stated in our 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."
In this consumer's case the phone was not available through the channels we have available to us, so we paid the consumer the replacement cost of the phone. We were mistaken not to payout the consumer the sales tax he paid and we are making arrangements to have that done.
We are addressing the issue of not having a manager available to respond to him when he requested a call from a manager. We are increasing our team that follows up and makes those calls.
Due to the fact that we did not clearly explain to the consumer the options they have and not having set the correct expectations we are refunding the consumer the price of the warranty.
We have contacted the consumer to let them know this is how we plan to proceed.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their device. Our records indicate the consumer's claim has been approved for local repair and once we receive the invoice the consumer will be reimbursed. Thought the warranty is expired we...
will still honor the active claim.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response. How do I know which shop to bring my computer in to? I was never informed where to bring it in, or which shops would be acceptable. I appreciate your cooperation. Which places are covered? Also, how will I ensure that I get a refund for the repairs done? Thank you!
Initial Business Response /* (1000, 5, 2015/10/07) */
We are sorry the consumer had issues with their device.
As we may recommend a repair shop we cannot guarantee their work unless the shop is part of our network. The shop in question was not part of our network as we pay these shops directly and...
the consumer does not.
Even though the issues occurred when the phone was not in the customer's possession in this case we would take a claim and get a resolution for the consumer. Our normal procedure is to have the device sent to our repair depot so they can evaluate the issue and try and resolve the issue. As they have more resources available than a local repair shop many times they are able to resolve the issue and return a repaired phone to the consumer. If they deem the device as unrepairable we will pay the consumer a reimbursement equal to what they paid for the unit or a replace cost.
Due to the poor response the consumer had in this case we are going to refund the deductible they paid, reimburse them $430.92 so they can purchase a replacement device and a refund on the warranty price as they had a poor experience with us.
We have communicated with the consumer and are waiting their response to our offer.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very [redacted] with the solution SquareTrade has offered, and it's actually more than I was expecting. [redacted] was very helpful and went above and beyond to make this situation right. Just more evidence that SquareTrade is a great company that cares about its customers!
We apologize for any inconvenience that the consumer might have experienced during this process. While we do understand that it is the consumer's right to do as he wishes we show in our records that
the consumer was sent via email written confirmation that we would be reimbursing him for the full cost of the both the TV and 4 year premium warranty he had with us.
Being that this matter has been bought to a successful conclusion we respectfully consider the matter closed.
Complaint: [redacted]I am rejecting this response because: I have not received anything from this business via email, mail, or any other method.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/16) */
We apologize for the issue the consumer experienced with their device.
After reviewing the pictures and the recorded information, our television technicians determined that the damage to the tv was sustained prior to the initial repair. As...
stated in the Terms & Conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills." A refund has been processed for the warranty. Typically the amount refunded is prorated but as a courtesy the consumer will receive a full refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician caused the damaged screen. Based on the handling of this set. The samsung owners manual states to have 2 or more people handle it. This tech lifted from one end by himself. He declined my offer for help. If this Crack had been prior to servicing, there is no way possible he would have missed. He hid it by turning the set towards the wall then did not return. I have spoken with Samsung and another local repair company and both have no doubt that the handling by this technical was total innaptopriate. Also had it been cracked prior the handling would have basically split the screen. Consider picking up an 80 pound flexible item from one end. Squaretrade gave no consideration to the facts and timeline.
The contract was for repair of this set. They went outside the contract by breaking the set. It is now unrepairale. I would require a replacement set.
Final Business Response /* (4000, 14, 2016/01/14) */
Though our television technicians determined that the damage to the tv was sustained prior to the initial repair we are making an exception to payout the consumer for his device. The check has been processed & will be mailed to the consumer.
Final Consumer Response /* (4200, 16, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this has dragged on since Dec 7.On Dec 30 I responded to a message from a Squaretrade rep. they wanted to know what I wanted them to do. I suggested that they replace with a somewhat comparable set Samsung 9500, even though it would still be considered less quality picture than the plasma that they had damaged. Rep said they would respond later that day. No response until I contacted them on the sixth.I was told they processed a check for 2999.99 on the 4th. as this seemed to continue to be dragged out I accepted this. squaretrades current response to Revdex.com is that as the 14th a check will be mailed. This is not acceptable. They broke my tv offered much less than replacement cost and have lied multiple times regarding payment having been sent. I have email to confirm they mailed check according to rep. should have been received days ago Pay for comparable replacement LG OLED $5999.I was acceptable to lesser as we have been without TV and preferred to expedite,however even after accepting less than value they still did not fulfill their end.
Complaint:[redacted]I am rejecting this response because: It is unrealistic to expect all warranty work and claims to be submitted before expiration of contract. If the warranty work was performed during the warranty period there should be a reasonable amount of time allowed after contract expiration (E.G. 30 days) to file a claim. My warranty contract expired on[redacted], warranty work was performed on [redacted], well before expiration of the contract. If I would have broken my phone on[redacted] and went in to file a claim on [redacted] I would have been rejected and unable to log into SQUARE TRADE website. This is no way to run a business. SQUARE TRADE'S policy allows for repair then claim; preferred way is claim then repair. No where could I find a mention of a timeline to file a claim if I made the repair prior to filing a claim. First attempted contact with SQUARE TRADE was on [redacted], asked for return call, none. Second attempt on [redacted], phone call returned. I was unable to log into my account is why I called SQUARE TRADE customer service. Service representative stated the reason I was unable to log is was due to contract expiration. Sincerely,[redacted]
We are sorry for any issue the consumer experienced with their device.
Generally, the price paid for the item (discounted or not) is the price we base the protection plan on. We are sure to note in our terms and conditions, " The value of your Protection Plan is in most cases equal to the...
purchase price of your item.". We also state under, "HOW WE WILL SERVICE YOUR ITEM", we will, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount.". According to our records, we have spoken to the consumer and offered the full amount for the item as an exception.
We are sorry for any issues the consumer experienced with their device.
Before a unit is received by our depot, Squaretrade advises consumers to back up all data and programs prior to shipping their product in. Backing up data ensures consumers are able to bring the software back to their...
desired functionality in the event a device is in need of a new logic/motherboard. Our depot installs a copy of [redacted] on the device as a placeholder as consumers are able to reinstall the existing operating system and programs after this type of repair. We apologize if this was not the case during this claim, we will be offering to reimburse a new copy of [redacted] since the consumer is unable to use their original. We appreciate the consumer for bringing this to our attention and allowing us to provide a resolution.
SquareTrade offers two types of warranties, our Standard and Accidental Damage from Handling coverage. Our standard warranty covers mechanical and electrical failures that occur during normal use. While our Accidental Damage from Handling plan covers damage from drops, spills and liquid damage associated with the handling and use of the product. The warranty viewed by the consumer on the SquareTrade's website included accidental damage from handling protection. However, the warranty purchased through the reseller's website did not offer Accidental Damage from Handling. We have reached out to the customer to obtain any documentation from the time of purchase that would reflect an accidental damage from handling warranty being purchased.
We are sorry for any issue the consumer experienced with their device.
As it stands, our technicians attempted a repair on the set but were unsuccessful. The technician advised the issue is related to the panel of the TV. Since the TV has signs of physical damage on the screen/panel we would not be able to continue coverage or provide any additional assistance.
Initial Business Response /* (1000, 5, 2015/12/17) */
We apologize for the issue the consumer experienced with their device.
Since the consumer's device is not repairable, the claim will be paid out.
For the inconvenience the consumer experienced we are issuing a refund to the consumer for their...
warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will close this complaint once all payouts and refunds are finalized.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/12/30) */
The consumer confirmed as of 12/30/2015 the reimbursement check has been received and the complaint is resolved.
We apologize for any inconvenience that the consumer might have experienced during this process.
As of 02/07/2018 the consumers laptop is being repaired and all issues the customer has stated are being addressed.
We look forward to resolving this matter for the customer in a very prompt manner.
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry the consumer had issues with their device.
The warranty that was sold by the retailer was a warranty that would cover up to $59.99, however our system erred when the item price was input. We have resolved this issue and the...
consumer will receive the full payout of $59.98 once they file a claim and the claim is approved.
We have contacted the consumer to let them know that we have corrected the warranty and now they can file a claim.
We are sorry for any issues the consumer experienced during their claim process. When the consumer's claim was approved they were emailed a prepaid shipping label to send in their device. According to the tracking information, the consumer mailed in their device on [redacted]. On [redacted] the consumer called in to check on the status of their claim. At this time the depot was contacted and they informed they received an empty box and claim was filed with [redacted]. [redacted] denied the claim stating the item was improperly packaged. Since the consumer's item was lost in transit we are reimbursing for the item's cost. According to the proof of purchase provided by the consumer, their item was $[redacted]
Complaint: [redacted]I am rejecting this response because: multiple employees told me I would be refunded $[redacted]. I want to understand where that number came from and where the $** number came from.
I want to start with a detail of every transaction I've done with them.Sincerely,[redacted]
We are sorry for any delays experienced during the claim process.
According to our records, the consumer contacted Squaretrade [redacted] requesting an update on the payment status. Our agent provided the status and advised that since the check had not arrived we had process a new check. We have...
not received communication advising the check not being received. We have issued an additional check as of today[redacted] and will be processed tomorrow [redacted].
We apologize for any difficulty the consumer experienced with the claim process. We have finalized the consumer's claim and are currently processing the desired reimbursement, we have also notified the consumer and appreciate his patience while we worked to resolve this.
Please refer to all prior correspondence regarding the above-referenced claim. To date, I have not received a check in the amount of $[redacted] from Square Trade as promised. My original claim to them was on [redacted] 2, [redacted]. Please advise me of the status of this claim. Needless to say, I am not happy with Square Trade or with the Revdex.com and the way my claim is being handled. Square Trade has my e-mail address and also my home address of [redacted]. I certainly would not ever recommend Square Trade to anyone, including [redacted], where my printer was purchased. A quick response would be greatly appreciated.
Hello, I wanted to follow up on the response from Square trade and actually add more detail. I received an email from Square trade saying that my check was sent out [redacted] but when I called I was informed it was not actually sent out until [redacted]. Since my laptop arrived at their facility on [redacted] and the check was not issued out until [redacted] it does in fact violate their guarantee to refund the money of my warranty if it is not sent within 5 business days. That was 9 business days. Also, today is[redacted] and I still have not received the check for my laptop. They received my damaged laptop over a month ago and will not send me my check for the replacement cost. I have called at least 7 times without any solution provided. I am getting really frustrated and feel like I have no power. Please help. Thanks, [redacted]
Initial Business Response /* (1000, 5, 2015/09/15) */
We are sorry the consumer had issues with their device.
We will provide a replacement phone to the consumer when it is available in our inventory. As stated in our 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."
In this consumer's case the phone was not available through the channels we have available to us, so we paid the consumer the replacement cost of the phone. We were mistaken not to payout the consumer the sales tax he paid and we are making arrangements to have that done.
We are addressing the issue of not having a manager available to respond to him when he requested a call from a manager. We are increasing our team that follows up and makes those calls.
Due to the fact that we did not clearly explain to the consumer the options they have and not having set the correct expectations we are refunding the consumer the price of the warranty.
We have contacted the consumer to let them know this is how we plan to proceed.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)