We are sorry for any issues the consumer had with their television. According to the consumers warranty contract SquareTrade is required to "Provide a new or refurbished product of equal features and functionality." The TV's presented exceed the specifications of their original TV. SquareTrade will not be able to complete the request for the TV specified by the consumer. We have already offered the consumer an upgrade to a** television and a step up from the tier two brand they had before to a tier one brand.
We are sorry for any issues the consumer experienced with their device. The consumer purchased a non accidental damage from handling protection plan only covering mechanical and electrical failures. Our accidental damage from handling coverage assists with any issues resulting from a...
drop, spill, or physical damage. Due to the consumer's device not having accidental from damage handling protection we are unable to assist or provide coverage. At this time we can reimburse the customer the full cost of their warranty.
Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer did not receive the payments as promised.
We are reviewing our processes and are trying to improve them. The reimbursement was processed on 8/7 and the consumer should get a check by 8/17. We have also refunded the...
deductible. Due to the poor service the consumer experienced. We have also refunded the warranty price.
We are sorry for any issue the consumer experienced with their device.
According to our records, on [redacted] a manager made an exception to process the claim for reimbursement. This seems to be the cause some of the confusion regarding the resolution. We have communicated the correct and current resolution to the consumer. Since the purchase price, as well as the warranty cost, has been reimbursed to the consumer, we have completed the warranty agreement.
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.
Initial Business Response /* (1000, 5, 2015/10/16) */
We are sorry the consumer had issues with their device.
There have been no reports of online support being disabled but we will definitely look into this matter.
We contacted the consumer via email and phone to resolve this matter but we...
We are sorry for any issues the consumer had with their device. The consumer purchased an open box item and a new item warranty directly from SquareTrade. Open box items are not eligible for accidental form damage handling protection, which would have made the consumer's warranty invalid....
We have made an exception to reimburse the consumer their item price.
Initial Business Response /* (1000, 5, 2016/02/05) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's device has been salvaged & a payout is being processed.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/08) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
I just received a check in the mail for a full refund for my computer.
I'm fully satisfied.
Thank You,
[redacted]
We are sorry for any issue the consumer experienced with their device.
According to our records, the TV replacement team sent a detailed email advising why we are unable to provide a 3D television. The main reason is most manufacturers stopped making these set around [redacted]. Since Squaretrade...
attempts to match replacement TV's spec for spec, when features are no longer available, alternate features are upgraded to compensate. Since the consumer's main concern is maintaining 3D capabilities and Squaretrade is unable to locate a TV's within the consumer price range with these specs, we will be providing a reimbursement instead. We have sent the consumer the necessary paperwork via email to progress with this resolution. We appreciate the consumer reaching out and voicing their concerns so we can assist.
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]
After reviewing the consumer's warranty there seem to be a few discrepancies. We show that receipt was provided, but the date of the device and warranty purchase have a 4-month difference. We also show that the device was purchased directly from the manufacturer and the warranty from an alternate...
reseller. Directly from the warranty listing on the reseller's website is specifically states, "Squaretrade protection plans are only valid for new products purchased at Amazon within the last 30 days.". We have attached a copy of this verbiage from the warranty posting. Due to these discrepancies, we are unable to process a claim and would be required to cancel the warranty and provide a refund of the purchase price.
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 apologize for any difficulty experienced with the claim process.
This consumer's policy includes coverage against hardware and electrical failures, but software is something not covered beneath any of our policies. If there was any miscommunication regarding the consumer's coverage we...
apologize for the misunderstanding, and as requested we have cancelled this consumer's policy for a full refund. This refund will process to the original payment method within 3-5 business days, or be issued in the form of a check if the registered payment method is no longer available.
We appreciate the consumer's patience while this was investigated and hope this proves to be a satisfactory resolution.
We completely understand the consumers position, but we are unable to provide assistance with an invalid warranty. As previously stated, the warranty and item appear to have different purchase locations as well as the purchase time frame being 4 months off. We would be happy to assist if the consumer is able to provide a receipt or invoice showing the correct dates and purchase location. Until that is provided, no further assistance can be given in connection with this warranty.
Complaint: [redacted]I am rejecting this response because:
Although they said they have it in the purchase agreement. That is not enough, That is underhand. Most people do not read the whole purchase agreement. I would like them make a commitment to making this policy more apparent at the time of purchase. Many people have complained and nothing has been done.Sincerely,[redacted]
We are sorry for any issues the consumer had with their device.After reviewing the consumers account it appears two unsuccessful attempts have been made to send the payment out. At this point in time we are going to mail the reimbursement via [redacted] or [redacted] and provide the consumer with the...
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.
According to our records, the consumers warranty was available in our system but we required the purchase information to locate it. Since the warranty had not been previously registered, it required the receipt to file a claim. Furthermore, all interaction with the consumer have still been noted and were taken into consideration when evaluating the complaint. If the consumer had contacted Squaretrade prior to the expiration of the warranty, we would be able to provide an exception. Unfortunately, since the request to initiate a claim came after the warranty had expired, we would be unable to assist.
Complaint: [redacted]I am rejecting this response because: I am going by the Terms that are listed on Squaretrade's website for what is covered and what is not covered. I have asked Squaretrade repeatedly over the phone to explain to me in their exact Terms and Conditions where it says that using a carrying handle to move a vacuum is considered Accidental Damage from Handling.
I am quoting from their exact Terms on their website, which they themselves are contradicting.
Things covered, which is where I am saying it should have been covered, either as a normal wear and tear, or a defect in materials or workmanship:
1. Normal wear and tear; 6. Defects in materials or workmanship;
They are claiming this was accidental damage. This is the definition of accidental damage according to their Terms:
A. ACCIDENTAL DAMAGE FROM HANDLING (ADH): If you were offered and elected to include accidental damage from handling (ADH) as an integral part of your coverage, it augments Your Protection Plan by providing additional protection for damage from drops, spills and liquid damage associated with the handling and use of Your Product.
There was no drop, spill, or liquid damage that occurred during the handling or use of the vacuum.
When Squaretrade also lists out things they do not cover, this is in their description:
; B. Maintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than normal use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual, including but not limited to , theft or loss, exposure to weather conditions, failure to properly clean, maintain or lubricate, operator negligence, misuse, abuse, improper electrical/power supply, improper equipment modifications, attachments or installation or assembly, vandalism, animal or insect infestation, battery leakage, or act of nature or any other peril originating from outside the product.
So even here, they mention that they don't fix a problem from any cause other than normal use and operation in accordance with the owner's manual. So, I fail to find anywhere in the Terms and Conditions which excludes a carrying handle, which iRobot deems as "The handle plays an essential role for the robot as it allows you to easily carry it from one area to a next. " So, being a core function of the vacuum, I fail to see why a carrying handle should be treated any differently from a broken motor, wheel, or other electrical component on the vacuum.
Squaretrade is saying that I have misused the vacuum by attempting to use a carrying handle, which had a failure.
This is all again holding separate the fact that Squaretrade told me they would fix the vacuum, and then changed their position so they would not have to follow through with the claim.
This type of treatment is dishonest and should not go unnoticed against the thousands of customers who have put their money and trust in Squaretrade.
Sincerely,[redacted]
We are sorry for any issues the consumer had with their television. According to the consumers warranty contract SquareTrade is required to "Provide a new or refurbished product of equal features and functionality." The TV's presented exceed the specifications of their original TV. SquareTrade will not be able to complete the request for the TV specified by the consumer. We have already offered the consumer an upgrade to a** television and a step up from the tier two brand they had before to a tier one brand.
We are sorry for any issues the consumer experienced with their device. The consumer purchased a non accidental damage from handling protection plan only covering mechanical and electrical failures. Our accidental damage from handling coverage assists with any issues resulting from a...
drop, spill, or physical damage. Due to the consumer's device not having accidental from damage handling protection we are unable to assist or provide coverage. At this time we can reimburse the customer the full cost of their warranty.
Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer did not receive the payments as promised.
We are reviewing our processes and are trying to improve them. The reimbursement was processed on 8/7 and the consumer should get a check by 8/17. We have also refunded the...
deductible. Due to the poor service the consumer experienced. We have also refunded the warranty price.
We are sorry for any issue the consumer experienced with their device.
According to our records, on [redacted] a manager made an exception to process the claim for reimbursement. This seems to be the cause some of the confusion regarding the resolution. We have communicated the correct and current resolution to the consumer. Since the purchase price, as well as the warranty cost, has been reimbursed to the consumer, we have completed the warranty agreement.
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.
Initial Business Response /* (1000, 5, 2015/10/16) */
We are sorry the consumer had issues with their device.
There have been no reports of online support being disabled but we will definitely look into this matter.
We contacted the consumer via email and phone to resolve this matter but we...
have received no response.
We are sorry for any issues the consumer had with their device. The consumer purchased an open box item and a new item warranty directly from SquareTrade. Open box items are not eligible for accidental form damage handling protection, which would have made the consumer's warranty invalid....
We have made an exception to reimburse the consumer their item price.
Complaint: [redacted]
I have not received any response to my latest update on the case from SquareTrade. I don't consider this issue resolved.
Thank you for your follow up, [redacted]
Initial Business Response /* (1000, 5, 2016/02/05) */
We apologize for the issue the consumer experienced with their device. Our records indicate the consumer's device has been salvaged & a payout is being processed.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/08) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
I just received a check in the mail for a full refund for my computer.
I'm fully satisfied.
Thank You,
[redacted]
We are sorry for any issue the consumer experienced with their device.
According to our records, the TV replacement team sent a detailed email advising why we are unable to provide a 3D television. The main reason is most manufacturers stopped making these set around [redacted]. Since Squaretrade...
attempts to match replacement TV's spec for spec, when features are no longer available, alternate features are upgraded to compensate. Since the consumer's main concern is maintaining 3D capabilities and Squaretrade is unable to locate a TV's within the consumer price range with these specs, we will be providing a reimbursement instead. We have sent the consumer the necessary paperwork via email to progress with this resolution. We appreciate the consumer reaching out and voicing their concerns so we can assist.
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]
After reviewing the consumer's warranty there seem to be a few discrepancies. We show that receipt was provided, but the date of the device and warranty purchase have a 4-month difference. We also show that the device was purchased directly from the manufacturer and the warranty from an alternate...
reseller. Directly from the warranty listing on the reseller's website is specifically states, "Squaretrade protection plans are only valid for new products purchased at Amazon within the last 30 days.". We have attached a copy of this verbiage from the warranty posting. Due to these discrepancies, we are unable to process a claim and would be required to cancel the warranty and provide a refund of the purchase price.
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 apologize for any difficulty experienced with the claim process.
This consumer's policy includes coverage against hardware and electrical failures, but software is something not covered beneath any of our policies. If there was any miscommunication regarding the consumer's coverage we...
apologize for the misunderstanding, and as requested we have cancelled this consumer's policy for a full refund. This refund will process to the original payment method within 3-5 business days, or be issued in the form of a check if the registered payment method is no longer available.
We appreciate the consumer's patience while this was investigated and hope this proves to be a satisfactory resolution.
We completely understand the consumers position, but we are unable to provide assistance with an invalid warranty. As previously stated, the warranty and item appear to have different purchase locations as well as the purchase time frame being 4 months off. We would be happy to assist if the consumer is able to provide a receipt or invoice showing the correct dates and purchase location. Until that is provided, no further assistance can be given in connection with this warranty.
Complaint: [redacted]I am rejecting this response because:
Although they said they have it in the purchase agreement. That is not enough, That is underhand. Most people do not read the whole purchase agreement. I would like them make a commitment to making this policy more apparent at the time of purchase. Many people have complained and nothing has been done.Sincerely,[redacted]
We are sorry for any issues the consumer had with their device.After reviewing the consumers account it appears two unsuccessful attempts have been made to send the payment out. At this point in time we are going to mail the reimbursement via [redacted] or [redacted] and provide the consumer with the...
tracking information.
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.
According to our records, the consumers warranty was available in our system but we required the purchase information to locate it. Since the warranty had not been previously registered, it required the receipt to file a claim. Furthermore, all interaction with the consumer have still been noted and were taken into consideration when evaluating the complaint. If the consumer had contacted Squaretrade prior to the expiration of the warranty, we would be able to provide an exception. Unfortunately, since the request to initiate a claim came after the warranty had expired, we would be unable to assist.
Complaint: [redacted]I am rejecting this response because: I am going by the Terms that are listed on Squaretrade's website for what is covered and what is not covered. I have asked Squaretrade repeatedly over the phone to explain to me in their exact Terms and Conditions where it says that using a carrying handle to move a vacuum is considered Accidental Damage from Handling.
I am quoting from their exact Terms on their website, which they themselves are contradicting.
Things covered, which is where I am saying it should have been covered, either as a normal wear and tear, or a defect in materials or workmanship:
1. Normal wear and tear; 6. Defects in materials or workmanship;
They are claiming this was accidental damage. This is the definition of accidental damage according to their Terms:
A. ACCIDENTAL DAMAGE FROM HANDLING (ADH): If you were offered and elected to include accidental damage from handling (ADH) as an integral part of your coverage, it augments Your Protection Plan by providing additional protection for damage from drops, spills and liquid damage associated with the handling and use of Your Product.
There was no drop, spill, or liquid damage that occurred during the handling or use of the vacuum.
When Squaretrade also lists out things they do not cover, this is in their description:
; B. Maintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than normal use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual, including but not limited to , theft or loss, exposure to weather conditions, failure to properly clean, maintain or lubricate, operator negligence, misuse, abuse, improper electrical/power supply, improper equipment modifications, attachments or installation or assembly, vandalism, animal or insect infestation, battery leakage, or act of nature or any other peril originating from outside the product.
So even here, they mention that they don't fix a problem from any cause other than normal use and operation in accordance with the owner's manual. So, I fail to find anywhere in the Terms and Conditions which excludes a carrying handle, which iRobot deems as "The handle plays an essential role for the robot as it allows you to easily carry it from one area to a next. " So, being a core function of the vacuum, I fail to see why a carrying handle should be treated any differently from a broken motor, wheel, or other electrical component on the vacuum.
Squaretrade is saying that I have misused the vacuum by attempting to use a carrying handle, which had a failure.
This is all again holding separate the fact that Squaretrade told me they would fix the vacuum, and then changed their position so they would not have to follow through with the claim.
This type of treatment is dishonest and should not go unnoticed against the thousands of customers who have put their money and trust in Squaretrade.
Sincerely,[redacted]