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.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...
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]
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.
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.
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.
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]
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]
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.
We are sorry for any issues the consumer had with their device. The consumer's device was damaged in shipping back from our depot. Once the consumer informed SquareTrade of the damages a claim was filed to have the device repair. There was a delay in repairing the device as parts...
needed to be ordered. We have reimbursed the consumer their warranty cost as our depot exceeded our 2-5 repair guarantee. Currently, repairs to the consumers device has been completed and the unit is being shipped back.
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.
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.
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 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.
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 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.
We apologize for any inconvenience that the consumer might have experienced during this process.
Again we are sorry that the consumer feels this way but as previously mentioned all of the details of the
plan are enclosed in the information afforded to the consumer online and via e-mail.
In a effort to correct this mistake we went ahead and refunded the customer back his warranty cost
per his request as he mentioned. At this point there is nothing else we can do beyond this.
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. 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, 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.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.
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]
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.
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.
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.
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]
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]
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.
We are sorry for any issues the consumer had with their device. The consumer's device was damaged in shipping back from our depot. Once the consumer informed SquareTrade of the damages a claim was filed to have the device repair. There was a delay in repairing the device as parts...
needed to be ordered. We have reimbursed the consumer their warranty cost as our depot exceeded our 2-5 repair guarantee. Currently, repairs to the consumers device has been completed and the unit is being shipped back.
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.
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.
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 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.
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 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.
We apologize for any inconvenience that the consumer might have experienced during this process.
Again we are sorry that the consumer feels this way but as previously mentioned all of the details of the
plan are enclosed in the information afforded to the consumer online and via e-mail.
In a effort to correct this mistake we went ahead and refunded the customer back his warranty cost
per his request as he mentioned. At this point there is nothing else we can do beyond this.
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. 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.