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.)
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.
[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].
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.
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.
(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.
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.)
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.
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 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 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 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.
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.
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.
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]
Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had delays in the repair of their device.
Our repair depot posts repair updates in our database. Specialist are trained to look closely at these updates before any information is given to the consumer. The first...
specialist was incorrect and interpreted the estimated arrival date of the part needed as the repair date.
We are addressing the issues we are having with responding to consumers in an appropriate amount of time as well as training specialist to keep their commitments to reply to the consumers.
We are going to payout the consumer for this claim. They have already been refunded the price of the warranty.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once the claims specialist got in touch with me he was very thorough in answering all my questions. He acknowledged and discussed some gaps in training and assured me that they are trying to improve customer service.
I have been refunded the price of the warranty and I have received the payout for the maximum coverage amount. The payment was promptly received. I am satisfied with this outcome.
I just hope that specialist training improves so that customers do not have to wait to the point of extreme frustration for some type of resolution. This resolution would have happened sooner if staff were better trained and more receptive to customer's comments so that they can better address the issue instead of just saying "no that is not an option". It would have saved so much time and frustration for both me (customer) and the company.
Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issue with their phone.
We don't know why there was a delay in the shipment. The tracking number shows that it was shipped on 7/16 after the claim was refiled. As of today the unit has been repaired and returned...
We are sorry that the consumer experienced difficulties with their claim. Contractually, when it comes to items being declared beyond economical repair and we elect to reimburse as opposed to replacing the unit, we will refer to the proof of purchase in factoring the reimbursement amount. Per our...
Terms and Conditions: Coverage Amount: Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower. We have sent out a check for the coverage amount and due to security issues we no longer offer [redacted] as a reimbursement method.
Complaint: [redacted]I am rejecting this response because:
I was not given any resolution. My device was working before I sent it to them and when I received it, it stopped working completely. Somebody in their repair department opened the laptop and dint put it back properly. Laptop dint have any screws when I received it back. that shows that laptop was open. I dint understand why they opened the laptop if they do not plan to repair it. Now I am stuck with completely not working laptop. I can prove that my laptop was working before I sent it to them. I think they damaged it when they opened it and taking responsibility for it.
In the email they sent me they clearly mentioned that they are sending my laptop without any repair and are going to return my total Money $**. but I received only $* from them.
Their customer service sounds like an automated service and they keep repeating the same thing again and again. They never try to understand what happened in this case. Nobody even called me to understand the case properly. I would appreciate if somebody from their customer service answers these questionsSincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: NO resolutions, WASTED time & $$$!!!Sincerely,[redacted]
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.)
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.
[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].
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.
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.
(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.
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.)
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.
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 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 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 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.
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.
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]
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]
Initial Business Response /* (1000, 5, 2015/08/12) */
We are sorry the consumer had delays in the repair of their device.
Our repair depot posts repair updates in our database. Specialist are trained to look closely at these updates before any information is given to the consumer. The first...
specialist was incorrect and interpreted the estimated arrival date of the part needed as the repair date.
We are addressing the issues we are having with responding to consumers in an appropriate amount of time as well as training specialist to keep their commitments to reply to the consumers.
We are going to payout the consumer for this claim. They have already been refunded the price of the warranty.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once the claims specialist got in touch with me he was very thorough in answering all my questions. He acknowledged and discussed some gaps in training and assured me that they are trying to improve customer service.
I have been refunded the price of the warranty and I have received the payout for the maximum coverage amount. The payment was promptly received. I am satisfied with this outcome.
I just hope that specialist training improves so that customers do not have to wait to the point of extreme frustration for some type of resolution. This resolution would have happened sooner if staff were better trained and more receptive to customer's comments so that they can better address the issue instead of just saying "no that is not an option". It would have saved so much time and frustration for both me (customer) and the company.
Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issue with their phone.
We don't know why there was a delay in the shipment. The tracking number shows that it was shipped on 7/16 after the claim was refiled. As of today the unit has been repaired and returned...
to the consumer.
We are sorry that the consumer experienced difficulties with their claim. Contractually, when it comes to items being declared beyond economical repair and we elect to reimburse as opposed to replacing the unit, we will refer to the proof of purchase in factoring the reimbursement amount. Per our...
Terms and Conditions: Coverage Amount: Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower. We have sent out a check for the coverage amount and due to security issues we no longer offer [redacted] as a reimbursement method.
Complaint: [redacted]I am rejecting this response because:
I was not given any resolution. My device was working before I sent it to them and when I received it, it stopped working completely. Somebody in their repair department opened the laptop and dint put it back properly. Laptop dint have any screws when I received it back. that shows that laptop was open. I dint understand why they opened the laptop if they do not plan to repair it. Now I am stuck with completely not working laptop. I can prove that my laptop was working before I sent it to them. I think they damaged it when they opened it and taking responsibility for it.
In the email they sent me they clearly mentioned that they are sending my laptop without any repair and are going to return my total Money $**. but I received only $* from them.
Their customer service sounds like an automated service and they keep repeating the same thing again and again. They never try to understand what happened in this case. Nobody even called me to understand the case properly. I would appreciate if somebody from their customer service answers these questionsSincerely,[redacted]