Complaint: [redacted]I am rejecting this response because: At the time I purchased this warranty and through Squartrades website, It had no such "other options" only the price I paid for the said product and then the warranty amount. Nothing was ever on that page saying it had a "DEDUCTIBLE" The only option it had for a higher priced warranty was the Accidental drop and handling coverage , that I chose to get and again with no mention anywhere on the page about a deductible. I want my laptop fixed before this warranty expired on the listed date on my squeartrade page. and that is list wrong as well. I bought a 2 year and they said that would cover me for 3 years with the first year being the manufactures warranty. So Square Trade is screwing people over on all parts of their so called warranties!!!Sincerely,[redacted]
We apologize for the delay.
Since we show the check being sent on [redacted] and the consumer has still not received it. We will be sure to reconfirm all contact information and have a new check sent out as soon as possible.
complaint: [redacted]I am rejecting this response because: Squaretrade has already confirmed receipt of receipt twice and each time notifying me days later that they cannot find it. I have no reason to believe this company will follow through with anything they say. I request over night payment and not the 6-10 days "processing" they have suggested.
We are sorry for any confusion experienced during the claim process.Since the purchase price on the receipt the reflects $[redacted], this was set as the item price. Due to this, the checks have been sent and authorized for the incorrect amount. We have updated the purchase price and approved to have...
another check sent for the correct item price. Squaretrade apologizes for the delay in correcting this issue.
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their device.
We offer warranties with Accidental Damage from Handling and Standard warranties with no ADH. Our records indicate the consumer purchased the warranty from a reseller with no ADH....
We are requesting the consumer respond with a copy of the receipt confirming the purchase of Accidental Damage from Handling warranty.
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.
We are sorry for any issues the consumer experienced with their device.
We apologize if there was a miscommunication regarding the purchase dates and validity of the warranty. Due to this situation, Squaretrade proactively provides a copy of the warranty contract which specifically states...
under Section 9, "Claims made under any improperly or incorrectly purchased Protection Plan;", are not covered. Moving forward, the warranty has been canceled and refunded and we will be unable to provide assistance or coverage in connection with the warranty or device.
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.
Initial Business Response /* (1000, 5, 2015/08/12) */
There is usually a manufacturer's warranty, however there are many times a manufacturer will not cover an issue. For example if a device is damaged the manufacturer will not repair the device. If the warranty has the accidental damage coverage...
SquareTrade will repair the device.
If the manufacturer requires the customer send the device in for repair under their warranty many manufacturers do not cover the shipping costs. SquareTrade will reimburse the customer those costs.
Also there are manufacturers that do not have coverage for the full first year. Some have only 90 day warranties.
Many times SquareTrade will repair a device that the manufacturer will not repair as they deem it no a manufacture defect but the issue is not due to damage.
Starting the warranty on the purchase date of the item protects the consumer from these issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well let me start out by saying.although some of what they stated me b true,but as a consumer I should have been advised as thete practice prior of buying a 3yr warranty.however if I damage the product shame on me they nor square trade isn't going to repair it either.this is a Sony Radio n they are a very reputable company that stands behind there products.there not a fly by night company.also they have authorized dealers every where including the place that installed the radio.so once again if I was informed that I was/they were piggy backing off the manufacturing warranty then it's actually a 2yr warranty.I still find it unfair to the consumer.it should b stated in there policy were I have a choice if I still want to buy their warranty.just saying it's unfair practice
Sincerel
Mr [redacted]
Final Business Response /* (4000, 9, 2015/08/25) */
In the Terms and Condition the start date and end date of the warranty is stated. If there is any doubt the consumer can all ways contact us for clarification. As in any case if the warranty is not what the consumer wanted we will cancel the warranty and give the consumer a full refund.
Final Consumer Response /* (2000, 11, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]Complaint: [redacted]I am rejecting this response because:Regards,[redacted]
My complaint was never...
with [redacted] Nor [redacted] my issue was and remains with Square Trade which I thought I expressed. Again This product and warranty was purchased online from [redacted].
Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device.
As is stated in our Terms and Conditions, "What Isn't Covered" "Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water...
immersion, drops, and spills."
The warranty was sold to the consumer by a retailer and we have no control over what features are included in the warranty. In this case the accidental damage was not included in the warranty.
Because of the seller did not give the consumer a clear explanation of what is covered we offered the consumer 2 options:
1) Full refund of the warranty price - This would complete the warranty, no further claims can be make.
or
2) A one-time repair of the laptop - The warranty would continue but not cover any accidents in the future as the warranty does not have that coverage.
We have contacted the consumer and are waiting their response.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 17, 2015/10/22) */
The consumer's tax reimbursement check was processed & delivered today.
Final Consumer Response /* (2000, 19, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any delays experienced during the claim process.Squaretrade offers the 5-day service guarantee as a courtesy to our consumers. Moreover, we promise that if the repair takes longer than 5 days, you will be refunded your warranty purchase price. According to the consumers and our...
records, we have offered this multiple times throughout the repair process. Due to the increased repair time needed for this device, as of [redacted], we have processed full reimbursement of the consumer's item. We appreciate the consumers time and patients with this matter.
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]
We apologize for any misunderstanding regarding the purchasing of our warranties.
In this circumstance Squaretrade is unable to validate the consumer's warranty due to the method it was purchased. Squaretrade lists the requirments for warranty purchases beneath the section titled "things to...
know", and it explcitly states here that "SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last 30 days.".
We apologize if the consumer felt this to be hidden or misleading as it was not our intent, and due to this misunderstanding we have cancelled the consumer's policy and provided a full refund of the purchasing price.
(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!
Initial Business Response /* (1000, 5, 2015/07/20) */
We are sorry the consumer had issues with their device.
We also apologize for the incorrect information our Specialists relayed to the consumer. Our systems have problems when trying to refund for warranties that are part of a monthly purchase...
plan. However this does not mean that the consumer will not get the funds that they are entitled to.
The web page does clearly state, "For mobile phones, in two days or less." This entitles the consumer to the refund on their warranty price. What we have to refund as a minimum the amount the consumer has paid to this point, not just one month.
We have contacted the consumer and are refunding what they paid up to this point for the warranty and refunding the deductible they paid as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company went above and beyond to reconcile my issues. Refunding the amount I have spent on my protection plan seems fair to me, and them refunding my deductible for this claim was beyond what they are bound to do.
I understand that my experience was not typical, and I will continue to be a Squaretrade customer.
As it turns out, the current policy for check redemption is to ensure we have tracking for all payments and we are able to reference them need be, with the recipients banking institution. As it stands we will be reviewing the benefits of your suggestion but will not currently be implementing any changes, Squaretrade appreciates your feedback and understanding.
Complaint: [redacted]I am rejecting this response because:
I am not sure why Squaretrade is stating that I am "unaware" of the “Limit of Liability". The issue is that they failed to provide me the any details of how much it was costing to repair the item each time I had to use their repair services. Also, I will repeat that their representatives were dishonest in telling me to keep using the charging port till it completely dies and then contact them. At no time did they tell me that I have exhausted the warranty for making too many claims(2 over all). If you read their email trail they are stating that I should have contacted them within 30 days and let them know that the item is not working properly so they could make needed repairs. If this is the case then why did they not repair the charging port when I called them and sent the unit back during last claim?
It is a fact that never in my dealings with Squaretrade, any representative ever mentioned or provided in writing any details of amount in sum or individually for repair charges that they were incurring to get my device fixed. I am not stating that I did not know “limit of Liability’ and using this lack of knowledge as a defense for my dispute. What I am stating is the fact that their representatives misrepresented verbally that keep using the faulty device till it completely becomes unusable and then contact them so this item can be repaired. In other words they refused to repair or replace the charging port and never mentioned that I had already exhausted the limit of liability. Their customer service even told me that my warranty has end date of April of [redacted] and during this time if the charging port completely breaks down then I should bring to their attention so it can be repaired. Their statements constituted lies and I am now finding out that my warranty is inactive.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device.
When a warranty is purchased from a reseller the warranties purchased can only be used for devices purchased through that reseller.
We are in contact with the consumer and were able to...
explain the process and work with them to purchase the correct warranty.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was able to discuss my issue with a special department/person within the customer service of squaretrade. They were very professional and reasonable and offered solutions unlike my two previous discussion with customer service department.
My issue has been resolved.
Thank you.
[redacted]
Complaint: [redacted]I am rejecting this response because: At the time I purchased this warranty and through Squartrades website, It had no such "other options" only the price I paid for the said product and then the warranty amount. Nothing was ever on that page saying it had a "DEDUCTIBLE" The only option it had for a higher priced warranty was the Accidental drop and handling coverage , that I chose to get and again with no mention anywhere on the page about a deductible. I want my laptop fixed before this warranty expired on the listed date on my squeartrade page. and that is list wrong as well. I bought a 2 year and they said that would cover me for 3 years with the first year being the manufactures warranty. So Square Trade is screwing people over on all parts of their so called warranties!!!Sincerely,[redacted]
We apologize for the delay.
Since we show the check being sent on [redacted] and the consumer has still not received it. We will be sure to reconfirm all contact information and have a new check sent out as soon as possible.
complaint: [redacted]I am rejecting this response because: Squaretrade has already confirmed receipt of receipt twice and each time notifying me days later that they cannot find it. I have no reason to believe this company will follow through with anything they say. I request over night payment and not the 6-10 days "processing" they have suggested.
Sincerely,[redacted]
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 confusion experienced during the claim process.Since the purchase price on the receipt the reflects $[redacted], this was set as the item price. Due to this, the checks have been sent and authorized for the incorrect amount. We have updated the purchase price and approved to have...
another check sent for the correct item price. Squaretrade apologizes for the delay in correcting this issue.
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their device.
We offer warranties with Accidental Damage from Handling and Standard warranties with no ADH. Our records indicate the consumer purchased the warranty from a reseller with no ADH....
We are requesting the consumer respond with a copy of the receipt confirming the purchase of Accidental Damage from Handling warranty.
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.
We are sorry for any issues the consumer experienced with their device.
We apologize if there was a miscommunication regarding the purchase dates and validity of the warranty. Due to this situation, Squaretrade proactively provides a copy of the warranty contract which specifically states...
under Section 9, "Claims made under any improperly or incorrectly purchased Protection Plan;", are not covered. Moving forward, the warranty has been canceled and refunded and we will be unable to provide assistance or coverage in connection with the warranty or device.
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.
Initial Business Response /* (1000, 5, 2015/08/12) */
There is usually a manufacturer's warranty, however there are many times a manufacturer will not cover an issue. For example if a device is damaged the manufacturer will not repair the device. If the warranty has the accidental damage coverage...
SquareTrade will repair the device.
If the manufacturer requires the customer send the device in for repair under their warranty many manufacturers do not cover the shipping costs. SquareTrade will reimburse the customer those costs.
Also there are manufacturers that do not have coverage for the full first year. Some have only 90 day warranties.
Many times SquareTrade will repair a device that the manufacturer will not repair as they deem it no a manufacture defect but the issue is not due to damage.
Starting the warranty on the purchase date of the item protects the consumer from these issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well let me start out by saying.although some of what they stated me b true,but as a consumer I should have been advised as thete practice prior of buying a 3yr warranty.however if I damage the product shame on me they nor square trade isn't going to repair it either.this is a Sony Radio n they are a very reputable company that stands behind there products.there not a fly by night company.also they have authorized dealers every where including the place that installed the radio.so once again if I was informed that I was/they were piggy backing off the manufacturing warranty then it's actually a 2yr warranty.I still find it unfair to the consumer.it should b stated in there policy were I have a choice if I still want to buy their warranty.just saying it's unfair practice
Sincerel
Mr [redacted]
Final Business Response /* (4000, 9, 2015/08/25) */
In the Terms and Condition the start date and end date of the warranty is stated. If there is any doubt the consumer can all ways contact us for clarification. As in any case if the warranty is not what the consumer wanted we will cancel the warranty and give the consumer a full refund.
Final Consumer Response /* (2000, 11, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]Complaint: [redacted]I am rejecting this response because:Regards,[redacted]
My complaint was never...
with [redacted] Nor [redacted] my issue was and remains with Square Trade which I thought I expressed. Again This product and warranty was purchased online from [redacted].
Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device.
As is stated in our Terms and Conditions, "What Isn't Covered" "Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water...
immersion, drops, and spills."
The warranty was sold to the consumer by a retailer and we have no control over what features are included in the warranty. In this case the accidental damage was not included in the warranty.
Because of the seller did not give the consumer a clear explanation of what is covered we offered the consumer 2 options:
1) Full refund of the warranty price - This would complete the warranty, no further claims can be make.
or
2) A one-time repair of the laptop - The warranty would continue but not cover any accidents in the future as the warranty does not have that coverage.
We have contacted the consumer and are waiting their response.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 17, 2015/10/22) */
The consumer's tax reimbursement check was processed & delivered today.
Final Consumer Response /* (2000, 19, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any delays experienced during the claim process.Squaretrade offers the 5-day service guarantee as a courtesy to our consumers. Moreover, we promise that if the repair takes longer than 5 days, you will be refunded your warranty purchase price. According to the consumers and our...
records, we have offered this multiple times throughout the repair process. Due to the increased repair time needed for this device, as of [redacted], we have processed full reimbursement of the consumer's item. We appreciate the consumers time and patients with this matter.
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]
We apologize for any misunderstanding regarding the purchasing of our warranties.
In this circumstance Squaretrade is unable to validate the consumer's warranty due to the method it was purchased. Squaretrade lists the requirments for warranty purchases beneath the section titled "things to...
know", and it explcitly states here that "SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last 30 days.".
We apologize if the consumer felt this to be hidden or misleading as it was not our intent, and due to this misunderstanding we have cancelled the consumer's policy and provided a full refund of the purchasing price.
(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!
Initial Business Response /* (1000, 5, 2015/07/20) */
We are sorry the consumer had issues with their device.
We also apologize for the incorrect information our Specialists relayed to the consumer. Our systems have problems when trying to refund for warranties that are part of a monthly purchase...
plan. However this does not mean that the consumer will not get the funds that they are entitled to.
The web page does clearly state, "For mobile phones, in two days or less." This entitles the consumer to the refund on their warranty price. What we have to refund as a minimum the amount the consumer has paid to this point, not just one month.
We have contacted the consumer and are refunding what they paid up to this point for the warranty and refunding the deductible they paid as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company went above and beyond to reconcile my issues. Refunding the amount I have spent on my protection plan seems fair to me, and them refunding my deductible for this claim was beyond what they are bound to do.
I understand that my experience was not typical, and I will continue to be a Squaretrade customer.
As it turns out, the current policy for check redemption is to ensure we have tracking for all payments and we are able to reference them need be, with the recipients banking institution. As it stands we will be reviewing the benefits of your suggestion but will not currently be implementing any changes, Squaretrade appreciates your feedback and understanding.
Complaint: [redacted]I am rejecting this response because:
I am not sure why Squaretrade is stating that I am "unaware" of the “Limit of Liability". The issue is that they failed to provide me the any details of how much it was costing to repair the item each time I had to use their repair services. Also, I will repeat that their representatives were dishonest in telling me to keep using the charging port till it completely dies and then contact them. At no time did they tell me that I have exhausted the warranty for making too many claims(2 over all). If you read their email trail they are stating that I should have contacted them within 30 days and let them know that the item is not working properly so they could make needed repairs. If this is the case then why did they not repair the charging port when I called them and sent the unit back during last claim?
It is a fact that never in my dealings with Squaretrade, any representative ever mentioned or provided in writing any details of amount in sum or individually for repair charges that they were incurring to get my device fixed. I am not stating that I did not know “limit of Liability’ and using this lack of knowledge as a defense for my dispute. What I am stating is the fact that their representatives misrepresented verbally that keep using the faulty device till it completely becomes unusable and then contact them so this item can be repaired. In other words they refused to repair or replace the charging port and never mentioned that I had already exhausted the limit of liability. Their customer service even told me that my warranty has end date of April of [redacted] and during this time if the charging port completely breaks down then I should bring to their attention so it can be repaired. Their statements constituted lies and I am now finding out that my warranty is inactive.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device.
When a warranty is purchased from a reseller the warranties purchased can only be used for devices purchased through that reseller.
We are in contact with the consumer and were able to...
explain the process and work with them to purchase the correct warranty.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was able to discuss my issue with a special department/person within the customer service of squaretrade. They were very professional and reasonable and offered solutions unlike my two previous discussion with customer service department.
My issue has been resolved.
Thank you.
[redacted]