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.
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]
We are sorry for any issues the consumer had with their device. The battery on the consumer's item is deemed to be a buyer-replaceable part. According to the consumers warranty contract, "we don't cover accessories or parts that are meant to be replaced by the buyer." As a courtesy SquareTrade allows the consumer to purchase a replacement battery for reimbursement.
Complaint: [redacted]I am rejecting this response because: 1. They didn't specify the purchase needed to be at [redacted] when I purchased the warranty. 2. If they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contract. 3. They accepted the contract and need to stand behind it. 4. They accepted the claim and tried to replace the product prior to deciding to reject the claim. Sincerely,[redacted]
We apologize for any difficulty experienced in this claim.
Whenever Squaretrade repairs a consumer's item via a mail in repair we also offer a 90 day rework period, wherein we will address any issues with the previous repair without effecting the consumer's warranty value. Due to this item still...
experiencing issues after the first repair we have refunded the consumer's warranty purchasing price in full, but at this time we would request the consumer contacts us to file a rework claim. We understand the consumer would prefer a different resolution in terms of repair, but at this time a mail in repair is the only option we have available to service this item.
Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer experienced issues with their device.
The pictures sent by the consumer shows the television screen has a spider web crack indicating a point of impact and confirming the television was physically damaged.
As...
stated in the Terms & Conditions, unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills.
The consumer has been advised to contact the reseller to cancel and get a pro-rated refund.
We are sorry the consumer was having issues with their device.
After reviewing the claim it looks like there was a miscommunication regarding the reimbursement process. The promotion the consumer is referring to is no longer available and was discontinued on 4/19/**. The current promotion offers...
a discounted deductible to our consumers who locally repair their devices. Due to this we will be refunding the reaming balance requested by the consumer.
Complaint: [redacted]I am rejecting this response because:
I provided all of the material I had available and I did my due diligence to fix this problem but no one was working with me.
I feel that I paid for this policy for nothing. Sincerely,[redacted]
Complaint:[redacted]I am rejecting this response because:
The TV that was seen on the email that was sent you only had 3 and 1 was only in stock so there was no choice. Then what arrived at the house was not what was on the box the TV was sent in the model number do not even match up with the TV in the box. The lies that this warranty have going the TV came in a brown box that came in a TV box that wasn't the original TV box that belonged to that TV and that box was inside a [redacted] club box now what type of mess is that who box a TV in a brown box then box that inside a TV box then box that inside a regular [redacted] box its a dead giveaway scam. We still have all the boxing and this factory TV this TV is basic we can't even watch it the picture goes in and out as if its going to go out like my old TV we can't even use the smart functions even the my son with a smart phone couldn't even work it the TV do not work at all. This is a warranty service that really is not worth it at all. I rather them fix my old TV instead of this cheap TV they sent feel like I got robbed of my money. I contacted [redacted] as well, because I will not be renewing my membership if this isn't fixed and I will be taking this higher because I have 2 other TV's from there with this warranty service and I explained to them I want to return those as well because this is not a legit warranty company and your replacements are horrible and not the same as what you purchased at all. Im glad my 2 other TV's isn't that old of a purchase and Im glad [redacted] is working to correct this because I will not ever buy anything that have your company as a warranty service so those 2 TV's will be returned. This TV here is a junk TV you should be ashamed giving someone this. The attorney general also my husband is a retired vet this isn't the last of this claim just because we are elderly do not give you no authority to take advantage. Thanks for the bad warranty service.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:The email referred to by Square Trade was indeed sent to me on [redacted], more than three months after my original contact with customer service. [redacted] was the agent I spoke with on [redacted]. No mention was made at the time of packing, shipping, or otherwise returning the product. As I stated previously, I had already taken the item directly to the manufacturer in person. I did not receive a directive from Square Trade to ship it back until over three months later. I believe it is entirely unrealistic to expect that a customer would have retained a broken product for months after a claim had already been approved and reimbursement in progress. The agent told me very clearly IN [redacted] that no further action would be needed on my part and that a check would be cut and sent, and to expect it in a matter of weeks. That should have been the end of it, and yet I am still waiting for Square Trade to do the right thing and honor the warranty they sold me.
Sincerely, [redacted]
Based on the Terms & Conditions, we will not be able to reinstate the consumer's warranties. The refund has been processed for the cancellation of the warranties.
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with receiving their reimbursement.
One of the reasons for the delay is that the receipt was not sent to us using the proper procedure. The consumer did receive an approval email that states the consumer...
should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.). We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was received. Unfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken.
SquareTrade's intent is to always honor our warranty as long as the claim falls within the Terms and Conditions of the warranty, as this claim did. Once we found the receipt we did process the claim and reimbursed the consumer. A check was processed on September 14 and the consumer should receive his reimbursement by September 26.
We have sent an email to the consumer explaining when they should expect the check.
We are sorry for any issue the consumer experienced with their device. Squaretrade details the coverage terms as well as the manufacturer's role during the warranty in our Terms & Conditions. Per the T's & C"s, "This Protection Plan is inclusive of any manufacturer’s warranty that may...
exist during the Coverage Term. It does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. ". Moving forward, we would be unable to approve a claim during the manufacturer's period unless they are unwilling to assist.
We are sorry for any issues the consumer had with their device. SquareTrade always attempts to repair before replacing an item. In the event a replacement device is not available SquareTrade reimburses the consumer their full item price concluding their warranty. According the to...
the consumers terms and conditions, "In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan."We are unbale to provide coverage to consumers device at this time due to their warranty being completed.
We are sorry for any issues the consumer had with their device. SquareTrade has verified the consumers contact information and sent out another check for reimbursement.
Complaint: [redacted]I am rejecting this response because there is nocommunicationn from squaretrade. No one calls me...no one replyto my emails. I got an email asking me ro send my projector again, but with No reason why...I sent 2 emails asking why they want me to send my projector 3rd time whereas twice they returned without fixing it, in fact they kept my box. It seems they respond faster on Revdex.com
Anyway, now when I proved them wrong and a bunch if dishonest people, they stoooed responding and I am not at all xonfident with their technician.
I want squaretrade to send me check for the repair work for which I sent them a quote OR reolacemy projector.Sincerely,Kiran [redacted]
We are sorry for any issue the consumer experienced with their device.As it turns out, we are unable to service any mobile phone without the devices IMEI number.We do want to apologize for any miscommunications regarding this information. Squaretrade does not recommend nor condone repairing or...
tampering with a device unless you are a certified technician. At this point, our management has offered multiple resolutions to the consumer such as taking the phone to a local repair shop or calling the service provider but all were declined. Moving forward we would be unable to service the device without the IEMI number.
Initial Business Response /* (1000, 5, 2015/11/19) */
We apologize the consumer experienced issues with their device.
It appears the check was resent on November 13th and should be received within 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
Hello Revdex.com,
...
Thank you for your attention to this matter. Square Trade has once again stated they mailed a check, and its been 10 days since the date , Nov 13th, on which they say it was mailed. This is the 2nd time they said a check went out. I am inclined to consider them fraudulent. Please proceed with the next steps to insure they send us the money. It's so obvious the check never went out, as stated by them, as I receive all my other mail.
I have made them aware that I did not get the check yet, and that I will not let this rest until I do.
Thank you so much.
[redacted] (cell)
Final Business Response /* (4000, 9, 2015/11/25) */
The consumer's check was processed on November 13th, 2015. She was advised it will be deliver in 7-10 business days. As of today only 8 business days have passed. The consumer has been contacted to inform of the current timeline for reimbursement checks.
(The consumer indicated he/she DID NOT accept the response from the business.)As I stated before, I don't have any other documentation to provide you. The receipt I gave you is all I remember being given. Please issue full amount reimbursement for phone that I had to purchase under warranty. Thank you
We are sorry for any issues the consumer had with their device.SquareTrade uses certified and authorized repair personnel and facilities. We assure that all precautions and measures are taken to ensure that no customer information is tampered with. The consumers laptop was repaired and...
inspected for any type of hard ware failures as SquareTrade does not cover software related issues. Since the customer is having software related issues we would recommend reaching out to the manufacture for a recovery disk.
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.
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]
We are sorry for any issues the consumer had with their device. The battery on the consumer's item is deemed to be a buyer-replaceable part. According to the consumers warranty contract, "we don't cover accessories or parts that are meant to be replaced by the buyer." As a courtesy SquareTrade allows the consumer to purchase a replacement battery for reimbursement.
Complaint: [redacted]I am rejecting this response because: 1. They didn't specify the purchase needed to be at [redacted] when I purchased the warranty. 2. If they rejected the warranty they should have done it at the time of purchase and refunded the purchase, with an explanation as to why they rejected the contract. 3. They accepted the contract and need to stand behind it. 4. They accepted the claim and tried to replace the product prior to deciding to reject the claim. Sincerely,[redacted]
We apologize for any difficulty experienced in this claim.
Whenever Squaretrade repairs a consumer's item via a mail in repair we also offer a 90 day rework period, wherein we will address any issues with the previous repair without effecting the consumer's warranty value. Due to this item still...
experiencing issues after the first repair we have refunded the consumer's warranty purchasing price in full, but at this time we would request the consumer contacts us to file a rework claim. We understand the consumer would prefer a different resolution in terms of repair, but at this time a mail in repair is the only option we have available to service this item.
Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer experienced issues with their device.
The pictures sent by the consumer shows the television screen has a spider web crack indicating a point of impact and confirming the television was physically damaged.
As...
stated in the Terms & Conditions, unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills.
The consumer has been advised to contact the reseller to cancel and get a pro-rated refund.
We are sorry the consumer was having issues with their device.
After reviewing the claim it looks like there was a miscommunication regarding the reimbursement process. The promotion the consumer is referring to is no longer available and was discontinued on 4/19/**. The current promotion offers...
a discounted deductible to our consumers who locally repair their devices. Due to this we will be refunding the reaming balance requested by the consumer.
Complaint: [redacted]I am rejecting this response because:
I provided all of the material I had available and I did my due diligence to fix this problem but no one was working with me.
I feel that I paid for this policy for nothing. Sincerely,[redacted]
Complaint:[redacted]I am rejecting this response because:
The TV that was seen on the email that was sent you only had 3 and 1 was only in stock so there was no choice. Then what arrived at the house was not what was on the box the TV was sent in the model number do not even match up with the TV in the box. The lies that this warranty have going the TV came in a brown box that came in a TV box that wasn't the original TV box that belonged to that TV and that box was inside a [redacted] club box now what type of mess is that who box a TV in a brown box then box that inside a TV box then box that inside a regular [redacted] box its a dead giveaway scam. We still have all the boxing and this factory TV this TV is basic we can't even watch it the picture goes in and out as if its going to go out like my old TV we can't even use the smart functions even the my son with a smart phone couldn't even work it the TV do not work at all. This is a warranty service that really is not worth it at all. I rather them fix my old TV instead of this cheap TV they sent feel like I got robbed of my money. I contacted [redacted] as well, because I will not be renewing my membership if this isn't fixed and I will be taking this higher because I have 2 other TV's from there with this warranty service and I explained to them I want to return those as well because this is not a legit warranty company and your replacements are horrible and not the same as what you purchased at all. Im glad my 2 other TV's isn't that old of a purchase and Im glad [redacted] is working to correct this because I will not ever buy anything that have your company as a warranty service so those 2 TV's will be returned. This TV here is a junk TV you should be ashamed giving someone this. The attorney general also my husband is a retired vet this isn't the last of this claim just because we are elderly do not give you no authority to take advantage. Thanks for the bad warranty service.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:The email referred to by Square Trade was indeed sent to me on [redacted], more than three months after my original contact with customer service. [redacted] was the agent I spoke with on [redacted]. No mention was made at the time of packing, shipping, or otherwise returning the product. As I stated previously, I had already taken the item directly to the manufacturer in person. I did not receive a directive from Square Trade to ship it back until over three months later. I believe it is entirely unrealistic to expect that a customer would have retained a broken product for months after a claim had already been approved and reimbursement in progress. The agent told me very clearly IN [redacted] that no further action would be needed on my part and that a check would be cut and sent, and to expect it in a matter of weeks. That should have been the end of it, and yet I am still waiting for Square Trade to do the right thing and honor the warranty they sold me.
Sincerely, [redacted]
Based on the Terms & Conditions, we will not be able to reinstate the consumer's warranties. The refund has been processed for the cancellation of the warranties.
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with receiving their reimbursement.
One of the reasons for the delay is that the receipt was not sent to us using the proper procedure. The consumer did receive an approval email that states the consumer...
should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.). We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was received. Unfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken.
SquareTrade's intent is to always honor our warranty as long as the claim falls within the Terms and Conditions of the warranty, as this claim did. Once we found the receipt we did process the claim and reimbursed the consumer. A check was processed on September 14 and the consumer should receive his reimbursement by September 26.
We have sent an email to the consumer explaining when they should expect the check.
We are sorry for any issue the consumer experienced with their device. Squaretrade details the coverage terms as well as the manufacturer's role during the warranty in our Terms & Conditions. Per the T's & C"s, "This Protection Plan is inclusive of any manufacturer’s warranty that may...
exist during the Coverage Term. It does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. ". Moving forward, we would be unable to approve a claim during the manufacturer's period unless they are unwilling to assist.
We are sorry for any issues the consumer had with their device. SquareTrade always attempts to repair before replacing an item. In the event a replacement device is not available SquareTrade reimburses the consumer their full item price concluding their warranty. According the to...
the consumers terms and conditions, "In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan."We are unbale to provide coverage to consumers device at this time due to their warranty being completed.
We are sorry for any issues the consumer had with their device. SquareTrade has verified the consumers contact information and sent out another check for reimbursement.
Complaint: [redacted]I am rejecting this response because there is nocommunicationn from squaretrade. No one calls me...no one replyto my emails. I got an email asking me ro send my projector again, but with No reason why...I sent 2 emails asking why they want me to send my projector 3rd time whereas twice they returned without fixing it, in fact they kept my box. It seems they respond faster on Revdex.com
Anyway, now when I proved them wrong and a bunch if dishonest people, they stoooed responding and I am not at all xonfident with their technician.
I want squaretrade to send me check for the repair work for which I sent them a quote OR reolacemy projector.Sincerely,Kiran [redacted]
We are sorry for any issue the consumer experienced with their device.As it turns out, we are unable to service any mobile phone without the devices IMEI number.We do want to apologize for any miscommunications regarding this information. Squaretrade does not recommend nor condone repairing or...
tampering with a device unless you are a certified technician. At this point, our management has offered multiple resolutions to the consumer such as taking the phone to a local repair shop or calling the service provider but all were declined. Moving forward we would be unable to service the device without the IEMI number.
Initial Business Response /* (1000, 5, 2015/11/19) */
We apologize the consumer experienced issues with their device.
It appears the check was resent on November 13th and should be received within 7-10 business days.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
Hello Revdex.com,
...
Thank you for your attention to this matter. Square Trade has once again stated they mailed a check, and its been 10 days since the date , Nov 13th, on which they say it was mailed. This is the 2nd time they said a check went out. I am inclined to consider them fraudulent. Please proceed with the next steps to insure they send us the money. It's so obvious the check never went out, as stated by them, as I receive all my other mail.
I have made them aware that I did not get the check yet, and that I will not let this rest until I do.
Thank you so much.
[redacted] (cell)
Final Business Response /* (4000, 9, 2015/11/25) */
The consumer's check was processed on November 13th, 2015. She was advised it will be deliver in 7-10 business days. As of today only 8 business days have passed. The consumer has been contacted to inform of the current timeline for reimbursement checks.
(The consumer indicated he/she DID NOT accept the response from the business.)As I stated before, I don't have any other documentation to provide you. The receipt I gave you is all I remember being given. Please issue full amount reimbursement for phone that I had to purchase under warranty. Thank you
We are sorry for any issues the consumer had with their device.SquareTrade uses certified and authorized repair personnel and facilities. We assure that all precautions and measures are taken to ensure that no customer information is tampered with. The consumers laptop was repaired and...
inspected for any type of hard ware failures as SquareTrade does not cover software related issues. Since the customer is having software related issues we would recommend reaching out to the manufacture for a recovery disk.