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.
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.
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.
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:
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 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 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, 2015/07/23) */
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.)
We are sorry for any delays experienced during the claims process. According to our records a claim was filed. There was some delay in us receiving the purchase receipt which is requried for us to process a claim. We also show there was a delay in getting the device to our repair shop. We did...
eventually recieve the device, it was repaired, and shipped back to the customer. I do show per the carrier site that the device was delivered to an incorrect address and left there without a signature which is what we at Squaretrade require. Because of poor customer experience throughout this claim we can definitely refund the $[redacted] warranty fee. The value of your protection plan is in most cases equal to the purchase price of your item. Based on the retail receipt from the store the consumer purchased the device from the most we can reimburse will be the item price listed on that proof of purchase.
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.
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 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.
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]
We are sorry for any issues the consumer had with their device. SquareTrade tries to maintain an inventory of replacement phones for its consumers. In the event, we do not have a replacement available we reimburse for the item price. The consumer's warranty contract...
states:
" If we choose to reimburse you:
You will receive a payout via check or Paypal. We'll provide you with a pre-paid shipping label. Once we receive your item, we'll pay your claim within 3-5 business days."
At this time the consumer's device is not available for immediate replacement and a reimbursement would be the only option available. SquareTrade's policy requires a customer to send their device in before the reimbursement check can be processed. Once we have the device a reimbursement check is processed within 24 hours and mailed out to the consumer. A reimbursement has been processed as we have received the consumer's device.
Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize that consumer experienced issues with their device. Our records indicate the consumer sent their device in twice to be repaired. On the second repair the device failed the audit due to a complete different serial number on the...
device. The consumer's claim was denied due to misrepresentation and the device was shipped back to the consumer. We have cancelled the warranty and refunded the consumer for the full amount. The consumer can expect to receive the refund check in 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it was on there side they sent me the wrong item back the first time was not mine I tried to send it back because it was the wrong item and they would not take it they are trying to refund me only the 199 for the warranty I want a refund for the item that is covered 1399.00$
Final Business Response /* (4000, 9, 2016/02/10) */
Units are audited upon entering or leaving the depot repair center. During the 1st repair the device passed [redacted] audit before it shipped to the consumer. The final audit indicates the correct device with a matching serial number was mailed back to the consumer. At this point the Assurance team has reviewed the consumer's case and the notes from the repair center. We will not be moving forward with covering this device. The warranty has been cancelled & a refund initiated.
Final Consumer Response /* (2000, 11, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
(The consumer indicated he/she DID NOT accept the response from the business.)If Squaretrade had done their job as a warranty company in the first place, we wouldn't be in this predicament. They need to honor the warranty because of the lack of availability in the unit being in stock, it caused this situation that is completely out of my control. Squaretrade should not be selling warranties if they are not going to handle the warranty themselves and rather direct the customer to handle the warranty item themselves, and be put in such predicaments, such as this one. I must insist that Squaretrade issue full refund for phone purchased, as clearly shown by receipt I provided them.
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.
We apologize for any issues the consumer is having with their device. Since the consumer is having the same issue with more than one device in their home the issue would be source related. The consumer informed they were able to take a video of the intermittent issue. We have requested the consumer call in and speak with a TV specialist to review for possible resolution.
(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.
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.
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.
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.
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:
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 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 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, 2015/07/23) */
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.)
We are sorry for any delays experienced during the claims process. According to our records a claim was filed. There was some delay in us receiving the purchase receipt which is requried for us to process a claim. We also show there was a delay in getting the device to our repair shop. We did...
eventually recieve the device, it was repaired, and shipped back to the customer. I do show per the carrier site that the device was delivered to an incorrect address and left there without a signature which is what we at Squaretrade require. Because of poor customer experience throughout this claim we can definitely refund the $[redacted] warranty fee. The value of your protection plan is in most cases equal to the purchase price of your item. Based on the retail receipt from the store the consumer purchased the device from the most we can reimburse will be the item price listed on that proof of purchase.
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.
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 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.
Complaint: [redacted]I am rejecting this response because: NO resolutions, WASTED time & $$$!!!Sincerely,[redacted]
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]
We are sorry for any issues the consumer had with their device. SquareTrade tries to maintain an inventory of replacement phones for its consumers. In the event, we do not have a replacement available we reimburse for the item price. The consumer's warranty contract...
states:
" If we choose to reimburse you:
You will receive a payout via check or Paypal. We'll provide you with a pre-paid shipping label. Once we receive your item, we'll pay your claim within 3-5 business days."
At this time the consumer's device is not available for immediate replacement and a reimbursement would be the only option available. SquareTrade's policy requires a customer to send their device in before the reimbursement check can be processed. Once we have the device a reimbursement check is processed within 24 hours and mailed out to the consumer. A reimbursement has been processed as we have received the consumer's device.
Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize that consumer experienced issues with their device. Our records indicate the consumer sent their device in twice to be repaired. On the second repair the device failed the audit due to a complete different serial number on the...
device. The consumer's claim was denied due to misrepresentation and the device was shipped back to the consumer. We have cancelled the warranty and refunded the consumer for the full amount. The consumer can expect to receive the refund check in 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it was on there side they sent me the wrong item back the first time was not mine I tried to send it back because it was the wrong item and they would not take it they are trying to refund me only the 199 for the warranty I want a refund for the item that is covered 1399.00$
Final Business Response /* (4000, 9, 2016/02/10) */
Units are audited upon entering or leaving the depot repair center. During the 1st repair the device passed [redacted] audit before it shipped to the consumer. The final audit indicates the correct device with a matching serial number was mailed back to the consumer. At this point the Assurance team has reviewed the consumer's case and the notes from the repair center. We will not be moving forward with covering this device. The warranty has been cancelled & a refund initiated.
Final Consumer Response /* (2000, 11, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
(The consumer indicated he/she DID NOT accept the response from the business.)If Squaretrade had done their job as a warranty company in the first place, we wouldn't be in this predicament. They need to honor the warranty because of the lack of availability in the unit being in stock, it caused this situation that is completely out of my control. Squaretrade should not be selling warranties if they are not going to handle the warranty themselves and rather direct the customer to handle the warranty item themselves, and be put in such predicaments, such as this one. I must insist that Squaretrade issue full refund for phone purchased, as clearly shown by receipt I provided them.
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.
We apologize for any issues the consumer is having with their device. Since the consumer is having the same issue with more than one device in their home the issue would be source related. The consumer informed they were able to take a video of the intermittent issue. We have requested the consumer call in and speak with a TV specialist to review for possible resolution.
(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.