Complaint: [redacted]I am rejecting this response because: I have NEVER received or even heard the recording they say they have given me! I said in my last correspondence I want proof that they say they have this recording and have never heard from them directly. Only through you. That doesn't prove their case at all!! So I reject their response to you!
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
I waited a few days to see if any emails would show up on either email account, ans as expected there were NONE!! Also, nothing in the postal mail.Whether it was used or new is irrelevant to what I said. YOU did not completely refund what I paid for the bogus warranty.
Sincerely,[redacted]
We apologize for the issue the consumer experienced our records indicated the consumer's device needed the following: Replacement hard drive, windows reinstall, Microsoft & Samsung Charger replacement. Per Terms & Conditions, "We don't cover accessories or parts that are meant to be replaced...
by the buyer & "We don't cover software issues, including for computers, phones, and tablets". As an one-time exception we reimbursed the consumer for the accessory item but we will not be reimbursing for the software. We recommend the consumer review the terms & conditions so there is a clear understanding of the warranty.
We are sorry for any issues the consumer has experienced with their device. After looking into the consumer's account it appears there was a delay confirming the consumers manufacture warranty end date. The Industry standard for manufactures warranties is a year. In the consumers case...
their item was only warrantied through the manufacture for 90 days. We requested for documentation to show proof of the manufacture coverage term. After receiving the documentation there was a delay in getting an override approval. The claim has been approved and we will be reaching out to the consumer to finish the resolution process.
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.)
Complaint: [redacted]I am rejecting this response because:
The original computer was returned to [redacted] as previously stated - and was given a NEW COMPUTER from [redacted] under manufacturers warranty - that happened in [redacted] - therfore my warranty - per Squaretrade - kicks in the additional years if the computer is warrantied under manufacturer issues.
As requested via your extremely incompetent customer service people whom I tried numerous times to explain this to - strts my warranty from that time, [redacted], because it was due to manfacturer defect nothing to do with my actions. Even [redacted] has acknowledged this action and cannot figure out why they are not warranting the computer.
Why would they go through all the actions of "finding" my warranty and sedning me an email to supply them with everything and I had already supplied them with the receipt copy as requested from the - then they issued me an email to proceed with my warranty exchange - then they said it was invalid - why would they do that...????
I did take time and read almost 300 of the complaints that are submitted via Revdex.com and they all state them same issues as I do - they are extremely wishy washy on the interpretations of the own warranty and are taking it upon themselves to interprut there own dilusional version of it and spew it unto all there consumers.
They do not even have info an previous warranty work on this EXACT SAME laptop that is how disorganized and diluted there customer service department is being with the lack of there own knowledge on there very own transactions which leads me to the extreme inaccuracies on my very own account and I am not accepting some pathetic version of a uneducated, unresearched answer from there custsomer service department and I can even prove that they worked on this very comuter once before it was returned to [redacted] for manufaturer warranty - CAN THEY..??
Of course not but I will use that info for small claims court if this is what it comes down to and I hav eno problem with that either. Just waiting on this decision by the Revdex.com to start the procedings.
Sincerely,[redacted]
We are sorry for any confusion experienced during the claim process.According to our records, the consumer's laptop was repaired by our depot center. The hard drive was replaced and the operation systems were reloaded. Prior to shipping the laptop back to the consumer, the repair center performed a battery test to confirm that the laptop was fully functioning. This is completed by the repair team on each device shipped in for repairs.In regards to the warranty reimbursement, we've informed the consumer that the Reseller handles all of the refunds for the warranties that they sell to consumers. Unfortunately, they're unable to provide a refund for the warranty, without cancelling it on there end. For the consumers inconvenience, we've made an exception to refund the warranty price and continue the coverage. A check has been reprocessed for the $50 for the purchase of a new power cord and AC adapter. The consumer should expect to receive it in the next 7-10 business. We appreciate the consumers patience while we resolve this concern.
Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer had issues with getting their device fixed.
We cannot explain why the box did not get shipped properly. According to the tracking numbers three boxes were shipped and received. We cannot tell where they were received...
and these shipments do not require a signature.
The 5 day repair guarantee is the period of time the device is at the repair shop and is being repaired. That would not apply in this case as the devices were never shipped.
We worked out a solution where the consumer will be able to take the device and have it repaired locally. The consumer has sent an invoice and we have processed the payment.
We have emailed the consumer to make them aware of how we are resolving this claim.
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
The customer was contacted by one of our Resolutions Specialist and have informed the customer that we are waiting for the video to move forward with an appropriate resolution.
Customer was satisfied and thanked us for reaching out to him.
Initial Business Response /* (1000, 5, 2015/07/23) */
We are sorry the consumer delays in the shipment of their device.
Due to errors on our part and the unavailability of the model the consumer wanted we were unable to fulfill their request overnight as advertised. There was also incorrect...
information the customer received because of lack of training with the specialists. This has been addressed. For that reason we refunded the deductible the consumer paid and warranty price the consumer paid.
We did escalate this and the consumer did receive a purchased phone just outside of the 5 days the consumer was told. We have addressed these delay issues. Although delays occur it is not our intention to have these delays happen. SquareTrade is not in the business of giving our customers the "runaround" or take advantage of them.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As I am absolutely disappointed with Squaretrade, I have not communicated with them, nor will I! You guys have communicated that I accepted there unsatisfactory solution, yet I've still to receive a check. Please, this is the last time, I will ask to have it somewhat resolved. Otherwise, I'll take this to the next channel up. All I want now, is for them to at least fulfill the minimum they said they would. Thank you for your time and attention.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account it appears they received the wrong back from our depot. Once this was brought to SquareTrade's attention a shipping label was sent to the consumer to return the device. The shipping...
label provided was not used and the device never arrived at our depot. We have reached out to the consumer to obtain tracking information to locate the missing package. Once the package has been located a reimbursement for the consumer's device can be processed.
We are sorry for any issues the consumer had with their device. According to the consumer's warranty contract, "the total amount that we will pay for repairs or replacement made in connection with all claims that you make pursuant to this protection plan shall not exceed the coverage amount of...
your product." SquareTrade will always attempt another repair on a consumer's device as long there limit of liability does not reflect a negative amount. The consumer had two repairs done to their device by SquareTrade's depot. The first repair to the consumer's device was for a cracked screen, which was over half of their limit of liability. When the consumer's device was sent in for its second repair the unit's processor was replaced. With both of these repairs being done the consumer's limit of liability is reflecting a negative amount and has completed the warranty.
Complaint: [redacted]I am rejecting this response because:
I was never offered the option to remedy this. Originally I was offered to be reimbursed, but was concerned with about another cheap replacement when there was nothing wrong with my charger to begin with. I was also told multiple times that I was the person in the wrong and was not going to be reimbursed for the charger so why would I try to submit a receipt that I was told would not be covered. I have contacted [redacted] and they are replacing the name brand charger at no out of pocket cost to me. As a consumer, the correct response from the company should have been to replace the charger in the first place and not to inconvenience the customer by having to replace the charger myself and be reimbursed. I think its actually funny that they are saying that they tried to remedy the situation when in fact they did the opposite and told me they weren't going to do anything and that the situation had been "rectified" on their end. I want other people who are contemplating buying a warranty from them to know that they are shady and will only try to remedy the situation if you file a Revdex.com complaint. They should not have a A rating as most of the review talk badly about the company. Sincerely,[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)The business asserts "significant irregularities," but has not provided any documentation or clarification on what, specificly was irregular. I have reached out to the company they contacted about my quote and the company has apologized and maintained that when they were contacted, they were not asked specificly about the damage to my device; but were instead asked generally how much such a repair might cost. The company, [redacted], has asked me to contact them to correct the issue; but the damage has already been done as SquareTrade is using this single misunderstanding to not only deny my legal claim, but to cancel all of my warranties. As reimbursing me for the device will be ~$[redacted], they have saved ~$[redacted] by claiming "significant irregularities" and refunding me ~$[redacted]. In the meantime I am out $[redacted], the cost for a rightfully insured device that is damaged.Squaretrade has tried several times to discredit me by claiming the IMEI (device serial number) was incorrect then asserting the device was previously reported as lost/stolen - each time I got my carrier, [redacted] on the phone to refute their claims; now they are claiming "significant irregularities," with no justification.I have the device and am MORE than willing to send it to them.
Complaint: [redacted]I am rejecting this response because:
The business has failed to address my concerns related to their business practices and how many times I've had to call due to their mistakes administratively. The delay did not originate from the need get a receipt. The delay resulted from their failure to close a previous claim. As a customer, I have a right to be dissatisfied with the service and to receive remediation when a business did not deliver on their promise. Please advise me if the next step and initiate an investigation into their business practices for rating purposes in the interest of consumer protection.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experienced with their device. Our records indicate on 12/6/15 a specialist emailed the consumer requesting an invoice for the windows re-installation from Staples in order to move forward with...
reimbursement. As of 12/14/2015 we have not received the invoice. The consumer has been contacted via email and by phone.
(The consumer indicated he/she DID NOT accept the response from the business.)I sent a response yesterday, here it is again, I responded to square trade's email to me on March 7 with the following email:(The label that was sent to us for the return of the [redacted] was sent to us Via email. My wife printed the label off and applied it to the package that contained the [redacted] The package was left at a drop off point and there was no receipt obtained for it. On your website the package was marked sent. We have contacted both [redacted] and [redacted] and can find no record of any scans. We can understand your reluctance to pay the amount that it was insured without receiving the item in question. The fact remains that we did everything that was required of us. If it was lost by [redacted] then it is your responsibility to recover from [redacted]. The label was sent by you to us and we did everything that was required on our end. With that said, we have been more than patient and have spent time and gasoline going to both [redacted] facilities. There is only one way to resolve this matter and that is for you to pay the claim and speak to [redacted] about compensating you. We deal with shipping all the time with [redacted] and are well versed in the shipping process. Maybe it is time for you to use another carrier for your business. Thank You)I have received a response. I first tried to call didn't get through so I emailed. The say the shipping label provided wasn't used, it was used they sent it as an attachment I copied it & placed it on the pkg. (I made a copy of this shipping label for my records). A receipt was not given to me at the [redacted] pick up point. Square Trade's web site states pkg.was sent! After checking with the web site, we figured everything was ok. I used the shipping label emailed to me, I did what Square Trade told me to do!
We apologize if there was any miscommunication or misunderstanding regarding our warranty policies.
We have reached out to the consumer to further discuss this situation and to offer an alternative resolution.
Complaint: [redacted]I am rejecting this response because: I have NEVER received or even heard the recording they say they have given me! I said in my last correspondence I want proof that they say they have this recording and have never heard from them directly. Only through you. That doesn't prove their case at all!! So I reject their response to you!
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
I waited a few days to see if any emails would show up on either email account, ans as expected there were NONE!! Also, nothing in the postal mail.Whether it was used or new is irrelevant to what I said. YOU did not completely refund what I paid for the bogus warranty.
Sincerely,[redacted]
We apologize for the issue the consumer experienced our records indicated the consumer's device needed the following: Replacement hard drive, windows reinstall, Microsoft & Samsung Charger replacement. Per Terms & Conditions, "We don't cover accessories or parts that are meant to be replaced...
by the buyer & "We don't cover software issues, including for computers, phones, and tablets". As an one-time exception we reimbursed the consumer for the accessory item but we will not be reimbursing for the software. We recommend the consumer review the terms & conditions so there is a clear understanding of the warranty.
We are sorry for any issues the consumer has experienced with their device. After looking into the consumer's account it appears there was a delay confirming the consumers manufacture warranty end date. The Industry standard for manufactures warranties is a year. In the consumers case...
their item was only warrantied through the manufacture for 90 days. We requested for documentation to show proof of the manufacture coverage term. After receiving the documentation there was a delay in getting an override approval. The claim has been approved and we will be reaching out to the consumer to finish the resolution process.
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.)
Complaint: [redacted]I am rejecting this response because:
The original computer was returned to [redacted] as previously stated - and was given a NEW COMPUTER from [redacted] under manufacturers warranty - that happened in [redacted] - therfore my warranty - per Squaretrade - kicks in the additional years if the computer is warrantied under manufacturer issues.
As requested via your extremely incompetent customer service people whom I tried numerous times to explain this to - strts my warranty from that time, [redacted], because it was due to manfacturer defect nothing to do with my actions. Even [redacted] has acknowledged this action and cannot figure out why they are not warranting the computer.
Why would they go through all the actions of "finding" my warranty and sedning me an email to supply them with everything and I had already supplied them with the receipt copy as requested from the - then they issued me an email to proceed with my warranty exchange - then they said it was invalid - why would they do that...????
I did take time and read almost 300 of the complaints that are submitted via Revdex.com and they all state them same issues as I do - they are extremely wishy washy on the interpretations of the own warranty and are taking it upon themselves to interprut there own dilusional version of it and spew it unto all there consumers.
They do not even have info an previous warranty work on this EXACT SAME laptop that is how disorganized and diluted there customer service department is being with the lack of there own knowledge on there very own transactions which leads me to the extreme inaccuracies on my very own account and I am not accepting some pathetic version of a uneducated, unresearched answer from there custsomer service department and I can even prove that they worked on this very comuter once before it was returned to [redacted] for manufaturer warranty - CAN THEY..??
Of course not but I will use that info for small claims court if this is what it comes down to and I hav eno problem with that either. Just waiting on this decision by the Revdex.com to start the procedings.
Sincerely,[redacted]
We are sorry for any confusion experienced during the claim process.According to our records, the consumer's laptop was repaired by our depot center. The hard drive was replaced and the operation systems were reloaded. Prior to shipping the laptop back to the consumer, the repair center performed a battery test to confirm that the laptop was fully functioning. This is completed by the repair team on each device shipped in for repairs.In regards to the warranty reimbursement, we've informed the consumer that the Reseller handles all of the refunds for the warranties that they sell to consumers. Unfortunately, they're unable to provide a refund for the warranty, without cancelling it on there end. For the consumers inconvenience, we've made an exception to refund the warranty price and continue the coverage. A check has been reprocessed for the $50 for the purchase of a new power cord and AC adapter. The consumer should expect to receive it in the next 7-10 business. We appreciate the consumers patience while we resolve this concern.
Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer had issues with getting their device fixed.
We cannot explain why the box did not get shipped properly. According to the tracking numbers three boxes were shipped and received. We cannot tell where they were received...
and these shipments do not require a signature.
The 5 day repair guarantee is the period of time the device is at the repair shop and is being repaired. That would not apply in this case as the devices were never shipped.
We worked out a solution where the consumer will be able to take the device and have it repaired locally. The consumer has sent an invoice and we have processed the payment.
We have emailed the consumer to make them aware of how we are resolving this claim.
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
The customer was contacted by one of our Resolutions Specialist and have informed the customer that we are waiting for the video to move forward with an appropriate resolution.
Customer was satisfied and thanked us for reaching out to him.
Initial Business Response /* (1000, 5, 2015/07/23) */
We are sorry the consumer delays in the shipment of their device.
Due to errors on our part and the unavailability of the model the consumer wanted we were unable to fulfill their request overnight as advertised. There was also incorrect...
information the customer received because of lack of training with the specialists. This has been addressed. For that reason we refunded the deductible the consumer paid and warranty price the consumer paid.
We did escalate this and the consumer did receive a purchased phone just outside of the 5 days the consumer was told. We have addressed these delay issues. Although delays occur it is not our intention to have these delays happen. SquareTrade is not in the business of giving our customers the "runaround" or take advantage of them.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As I am absolutely disappointed with Squaretrade, I have not communicated with them, nor will I! You guys have communicated that I accepted there unsatisfactory solution, yet I've still to receive a check. Please, this is the last time, I will ask to have it somewhat resolved. Otherwise, I'll take this to the next channel up. All I want now, is for them to at least fulfill the minimum they said they would. Thank you for your time and attention.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account it appears they received the wrong back from our depot. Once this was brought to SquareTrade's attention a shipping label was sent to the consumer to return the device. The shipping...
label provided was not used and the device never arrived at our depot. We have reached out to the consumer to obtain tracking information to locate the missing package. Once the package has been located a reimbursement for the consumer's device can be processed.
We apologize for the confusion the consumer encountered.
Contractually, our agreement with our partner, in this case [redacted] are that all cancellation requests must be performed from their organization.
We please ask that, the consumer contact [redacted] to resolve their...
concerns.
We are sorry for any issues the consumer had with their device. According to the consumer's warranty contract, "the total amount that we will pay for repairs or replacement made in connection with all claims that you make pursuant to this protection plan shall not exceed the coverage amount of...
your product." SquareTrade will always attempt another repair on a consumer's device as long there limit of liability does not reflect a negative amount. The consumer had two repairs done to their device by SquareTrade's depot. The first repair to the consumer's device was for a cracked screen, which was over half of their limit of liability. When the consumer's device was sent in for its second repair the unit's processor was replaced. With both of these repairs being done the consumer's limit of liability is reflecting a negative amount and has completed the warranty.
Complaint: [redacted]I am rejecting this response because:
I was never offered the option to remedy this. Originally I was offered to be reimbursed, but was concerned with about another cheap replacement when there was nothing wrong with my charger to begin with. I was also told multiple times that I was the person in the wrong and was not going to be reimbursed for the charger so why would I try to submit a receipt that I was told would not be covered. I have contacted [redacted] and they are replacing the name brand charger at no out of pocket cost to me. As a consumer, the correct response from the company should have been to replace the charger in the first place and not to inconvenience the customer by having to replace the charger myself and be reimbursed. I think its actually funny that they are saying that they tried to remedy the situation when in fact they did the opposite and told me they weren't going to do anything and that the situation had been "rectified" on their end. I want other people who are contemplating buying a warranty from them to know that they are shady and will only try to remedy the situation if you file a Revdex.com complaint. They should not have a A rating as most of the review talk badly about the company. Sincerely,[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)The business asserts "significant irregularities," but has not provided any documentation or clarification on what, specificly was irregular. I have reached out to the company they contacted about my quote and the company has apologized and maintained that when they were contacted, they were not asked specificly about the damage to my device; but were instead asked generally how much such a repair might cost. The company, [redacted], has asked me to contact them to correct the issue; but the damage has already been done as SquareTrade is using this single misunderstanding to not only deny my legal claim, but to cancel all of my warranties. As reimbursing me for the device will be ~$[redacted], they have saved ~$[redacted] by claiming "significant irregularities" and refunding me ~$[redacted]. In the meantime I am out $[redacted], the cost for a rightfully insured device that is damaged.Squaretrade has tried several times to discredit me by claiming the IMEI (device serial number) was incorrect then asserting the device was previously reported as lost/stolen - each time I got my carrier, [redacted] on the phone to refute their claims; now they are claiming "significant irregularities," with no justification.I have the device and am MORE than willing to send it to them.
Complaint: [redacted]I am rejecting this response because:
The business has failed to address my concerns related to their business practices and how many times I've had to call due to their mistakes administratively. The delay did not originate from the need get a receipt. The delay resulted from their failure to close a previous claim. As a customer, I have a right to be dissatisfied with the service and to receive remediation when a business did not deliver on their promise. Please advise me if the next step and initiate an investigation into their business practices for rating purposes in the interest of consumer protection.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize for the issue the consumer experienced with their device. Our records indicate on 12/6/15 a specialist emailed the consumer requesting an invoice for the windows re-installation from Staples in order to move forward with...
reimbursement. As of 12/14/2015 we have not received the invoice. The consumer has been contacted via email and by phone.
(The consumer indicated he/she DID NOT accept the response from the business.)I sent a response yesterday, here it is again, I responded to square trade's email to me on March 7 with the following email:(The label that was sent to us for the return of the [redacted] was sent to us Via email. My wife printed the label off and applied it to the package that contained the [redacted] The package was left at a drop off point and there was no receipt obtained for it. On your website the package was marked sent. We have contacted both [redacted] and [redacted] and can find no record of any scans. We can understand your reluctance to pay the amount that it was insured without receiving the item in question. The fact remains that we did everything that was required of us. If it was lost by [redacted] then it is your responsibility to recover from [redacted]. The label was sent by you to us and we did everything that was required on our end. With that said, we have been more than patient and have spent time and gasoline going to both [redacted] facilities. There is only one way to resolve this matter and that is for you to pay the claim and speak to [redacted] about compensating you. We deal with shipping all the time with [redacted] and are well versed in the shipping process. Maybe it is time for you to use another carrier for your business. Thank You)I have received a response. I first tried to call didn't get through so I emailed. The say the shipping label provided wasn't used, it was used they sent it as an attachment I copied it & placed it on the pkg. (I made a copy of this shipping label for my records). A receipt was not given to me at the [redacted] pick up point. Square Trade's web site states pkg.was sent! After checking with the web site, we figured everything was ok. I used the shipping label emailed to me, I did what Square Trade told me to do!
We apologize if there was any miscommunication or misunderstanding regarding our warranty policies.
We have reached out to the consumer to further discuss this situation and to offer an alternative resolution.