I still have not received any refund on the warranty, deductible, or the $payout for not being able to fix my device.SquareTrade claims they have processed the refundsI do not know where I will be receiving the refundIs it through credit on the credit card or in the form of a check?I also have not received any calls or communications from SquareTrade regarding these matter
Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with their device
Our warranties cover hardware issues and not any software issuesAs is stated in our Terms and Conditions, "What is Not Covered" - "Damage to computer hardware, software and data caused
by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"
In terms of a local shop not having the exact replacement part we can make an exception in order to get the device working, especially if the consumer is willing to pay the differenceWe are sorry that was not made clear by our specialists
Our depots will replace the hard drive with either new parts or thoroughly tested refurbished partsIn order to test the drive they will install a generic operating system
Due to the poor experience the consumer had and the misinformation they were told regarding replacement parts we are going to make a one-time exception and offer the consumer reimbursement for the installation of the operating system as well as a refund of parts used
We are in touch with the consumer to resolve these issues
Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer had issues with their deviceThe consumer has been contacted via email & by phoneWe are currently awaiting a response to move forward with an appropriate resolution
Initial Consumer Rebuttal /* (2000, 13,
2015/12/23) */
Please disregard today's previous update and request to reopenI contacted their regular customer service number and resolved it with a garden variety CS repI'm glad they have someone designated to manage Revdex.com claiimsThank you Revdex.com and *** holidays~ *** ***
We are sorry for any issues the consumer experienced with their device. We apologize for the miscommunication regarding the claim processSeparately, we apologize for the increased delay in locating the consumer's informationAccording to our records, the warranty was submitted without the
consumer's information, causing some difficulty and increasing the time to locate the correct warrantyRegarding the replacement option, our Terms & Conditions state, "CReplace Your Product with a product of like, kind, quality, and functionality." and the replacement provided is actually of greater functionalityThe consumer has been advised by our replacement team, "Both *** and Sharp are rated as Tier quality brands and would be comparable to each otherThe *** is an upgrade with 4K resolution."As SquareTrade has met its contractual obligation and has gone above and beyond by providing an upgraded TV, we would be unable to provide additional assistance beyond what has been presented
Complaint: ***I am rejecting this response because:
I am unable to see where merchant Squaretrade either (1) addresses or (2) takes ANY responsibility for hiding-concealing my warranty from view in my account. They continue to ignore my point - blame ME for not 'expecting or anticipating' *their* error - and they simply parrot back the same spiel, in essence: "Consumer/customer did not catch us in time hiding her warranty and so 'we win' and she loses out! *Why* is this company so unwilling to take any responsibility for THEIR ERROR by blaming it ALL on ME?? Very convenient - and baffling!
Terrible customer service in this instance. Shameful policy, especially for such a small amount. No consideration for how the customer feels about being *tricked* by a faulty warranty list on my account.Sincerely,*** ***
We are sorry for any confusion experienced with the receipt upload process
The initial email Squaretrade sends to consumer's states, "Please reply to this email and attach a scanned copy of your proof of purchase in JPG, TIF, or PDF formatThe attachment must be less than 5MB.",We
highlight the file type and sizelimit to ensure that the document is receivedas it stands, anything over the 5mb limit will not be deliveredIt seems when the consumer emailed the documentation, this was the caseWe have since emailed instruction on how to upload the receipt via email and Squaretrade.comUnfortunately, we would be unable to proceed with a claim on the consumers unit until we have received the necessary documentation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate your willingness to refund my phone's cost and will certainly accept that offerEven more importantly, I appreciate your willingness to clarify up front what is and is not covered on your policies for refurbished items.Sincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during this process
As of today 02/22/the consumer was contacted and a favorable resolution was reached
Complaint: ***I am rejecting this response because I was told specifically over the phone to avoid places like Best Buy because their repair services were usually more expensive and to look for a local shop to perform the repairs insteadThat local repair shop has only provided me with even more trouble which is why I've relied on SquareTrade repair services sinceI don't feel that it's fair to punish me and not provide any replacement services, which is clearly needed in this case, for an issue I'm still trying to get resolved with another businessThis has been an ongoing issue since April and I just want this to be resolvedI am willing to be reimbursed for the cost of my laptop less the cost of repairs covered by the local repair shop
$ (Laptop cost) - $ (Repair invoice) = $
Sincerely,
Michael ***
We are sorry for any confusion experienced during the claim process
According to our records, our replacement department did not provide an appropriate offering within the messaged 24-hoursGenerally, we stand firm once we have initiated the replacement processGiven the lengthy delay in
resolving this matter, we will be making an exception to approve the consumer's request for reimbursementThe full unit value will be processed *** as a check and may take 7-business day to arriveWe appreciate the consumer understanding and patience as we resolve this matter
We are sorry that the consumer had issues filing a new claim.Under circumstances The consumer has days to report any issues with the replacement deviceUnfortunately the consumer reported the issue to us after the days and the warranty has also expiredDue to this we are unable to
provide any warranty service
We apologize for the issue the consumer experienced with their devicePer Terms & Conditions, we provide a new or refurbished device of equal features or functionalityIf a refurbished unit is sent it is tested to make sure the device meets standardsUnfortunately even after testing the
device still failedWe are refunding the consumer's deductible, warranty and issuing a payout once we receive the non-workingThe consumer has been contacted by phone & email
We apologize if that was how our response was takenSquareTrade looks to be as transparent as possibleAs previously stated we show that there were some processing issues with the informationAccording to our records, the delay looks to have been caused due to a miscommunication of what information was necessary and where it needed to be sentWe are sorry for all delays and misunderstandings that have occurredIf the consumer has any additional questions or concerns we recommend contacting our consumer assistance department at ***
Initial Business Response /* (1000, 5, 2016/03/07) */
We apologize for the issue the consumer experienced with their deviceWe can refund the warranty purchase or move forward with filing a claim but, we are unable to find an account using the information providedWhen the consumer contacted the
claims department in May we were unable to locate the consumer's account and requested proof of warranty purchase and item purchase but the consumer never sent it inWe still require the same information to move forward with refunding or filing a claim
Initial Consumer Rebuttal /* (3000, 7, 2016/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because I do have a receipt for my warranty and the cell phone dealer personally call this company and verified that the warranty was legit and once that happen Squaretrade agreed over the phone to honor the contract but I didn't have the funds available to purchase another phone at the timeSquaretrade needs to give us a fax number so my cell phone dealer can send the receipt
Final Business Response /* (4000, 15, 2016/04/04) */
We are sorry the consumer had issues with their warranty.We have received the receipt and we are in contact with the consumer to confirm their account
Final Consumer Response /* (4200, 17, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I e mail my receipt to Squaretrade and I want a refund
We have been in contact with the consumer, and obtained an alternate address to mail their reimbursement A check has been processed and mailed out the consumer
We are sorry for any issues the consumer had with their device. When a claim is filed online for a device without accidental damage from handling protection, the selection of any problem code that would result from any physical damage, results in an automatic denial online The system
will then require the consumer to call in to finish their claim process.The consumer called in and a claim was filed for in home repair We have located a technician and scheduled an appointment for the consumer
We are sorry the consumer had an issue with their TelevisionSquaretrade provided complete transparency regarding the replacement we offered, as well as days to review the specifications.Since the replacement and all aspects of the offer was accepted by the consumer unfortunately there is
nothing further we can do
When making a replacement offer SquareTrade's replacement team looks at the specifications of the consumers current television The consumer is then emailed the replacement offer with the specifications of the TV Squaretrade has located If the consumer is not happy with this model as a replacement all they would need to do is reply to the replacement offer email stating such and why This information would be taken into account and a different model television would be offered. The consumer responded to our replacement offer stating, "Yes please send that model of TV you listed below." At this point in time SquareTrade placed the order for the consumer's replacement TV SquareTrade confirms with the consumer to ensure the replacement is adequate due to the fact they can not be returned
Complaint: ***I am rejecting this response because:
Really, squaretrade believes that by just touching the TV screen is considered physical abuse. Is it possible that a pixel exploded when I touched the screen? As I have said before, there was a circle appear on the screen. When I touched the screen to clean it the circle enlarged, the lines formed both directions with the additional circles and than the lines like lightening appeared.
My coverage covers electrical failures, screen failure. Are you 100% certain that these could not have caused this failure? The screen has failed.
Again, my complaint stands. I believe any individual reading this would agree that my concern is valid inasmuch as there is no damage to the screen or the TV casing indicating I damaged it by hitting it with a foreign object. All I did was touch the screen when the first circle appeared. Really!!! My finger caused physical damage. I don't think so.
Sincerely,*** ***
I still have not received any refund on the warranty, deductible, or the $payout for not being able to fix my device.SquareTrade claims they have processed the refundsI do not know where I will be receiving the refundIs it through credit on the credit card or in the form of a check?I also have not received any calls or communications from SquareTrade regarding these matter
Initial Business Response /* (1000, 5, 2015/06/09) */
We are sorry the consumer had issues with their device
Our warranties cover hardware issues and not any software issuesAs is stated in our Terms and Conditions, "What is Not Covered" - "Damage to computer hardware, software and data caused
by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data;"
In terms of a local shop not having the exact replacement part we can make an exception in order to get the device working, especially if the consumer is willing to pay the differenceWe are sorry that was not made clear by our specialists
Our depots will replace the hard drive with either new parts or thoroughly tested refurbished partsIn order to test the drive they will install a generic operating system
Due to the poor experience the consumer had and the misinformation they were told regarding replacement parts we are going to make a one-time exception and offer the consumer reimbursement for the installation of the operating system as well as a refund of parts used
We are in touch with the consumer to resolve these issues
Initial Business Response /* (1000, 5, 2015/11/30) */
We apologize the consumer had issues with their deviceThe consumer has been contacted via email & by phoneWe are currently awaiting a response to move forward with an appropriate resolution
Initial Consumer Rebuttal /* (2000, 13,
2015/12/23) */
Please disregard today's previous update and request to reopenI contacted their regular customer service number and resolved it with a garden variety CS repI'm glad they have someone designated to manage Revdex.com claiimsThank you Revdex.com and *** holidays~ *** ***
We are sorry for any issues the consumer experienced with their device. We apologize for the miscommunication regarding the claim processSeparately, we apologize for the increased delay in locating the consumer's informationAccording to our records, the warranty was submitted without the
consumer's information, causing some difficulty and increasing the time to locate the correct warrantyRegarding the replacement option, our Terms & Conditions state, "CReplace Your Product with a product of like, kind, quality, and functionality." and the replacement provided is actually of greater functionalityThe consumer has been advised by our replacement team, "Both *** and Sharp are rated as Tier quality brands and would be comparable to each otherThe *** is an upgrade with 4K resolution."As SquareTrade has met its contractual obligation and has gone above and beyond by providing an upgraded TV, we would be unable to provide additional assistance beyond what has been presented
Complaint: ***I am rejecting this response because:
I am unable to see where merchant Squaretrade either (1) addresses or (2) takes ANY responsibility for hiding-concealing my warranty from view in my account. They continue to ignore my point - blame ME for not 'expecting or anticipating' *their* error - and they simply parrot back the same spiel, in essence: "Consumer/customer did not catch us in time hiding her warranty and so 'we win' and she loses out! *Why* is this company so unwilling to take any responsibility for THEIR ERROR by blaming it ALL on ME?? Very convenient - and baffling!
Terrible customer service in this instance. Shameful policy, especially for such a small amount. No consideration for how the customer feels about being *tricked* by a faulty warranty list on my account.Sincerely,*** ***
We are sorry for any confusion experienced with the receipt upload process
The initial email Squaretrade sends to consumer's states, "Please reply to this email and attach a scanned copy of your proof of purchase in JPG, TIF, or PDF formatThe attachment must be less than 5MB.",We
highlight the file type and sizelimit to ensure that the document is receivedas it stands, anything over the 5mb limit will not be deliveredIt seems when the consumer emailed the documentation, this was the caseWe have since emailed instruction on how to upload the receipt via email and Squaretrade.comUnfortunately, we would be unable to proceed with a claim on the consumers unit until we have received the necessary documentation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate your willingness to refund my phone's cost and will certainly accept that offerEven more importantly, I appreciate your willingness to clarify up front what is and is not covered on your policies for refurbished items.Sincerely, *** ***
We apologize for any inconvenience that the consumer might have experienced during this process
As of today 02/22/the consumer was contacted and a favorable resolution was reached
Complaint: ***I am rejecting this response because I was told specifically over the phone to avoid places like Best Buy because their repair services were usually more expensive and to look for a local shop to perform the repairs insteadThat local repair shop has only provided me with even more trouble which is why I've relied on SquareTrade repair services sinceI don't feel that it's fair to punish me and not provide any replacement services, which is clearly needed in this case, for an issue I'm still trying to get resolved with another businessThis has been an ongoing issue since April and I just want this to be resolvedI am willing to be reimbursed for the cost of my laptop less the cost of repairs covered by the local repair shop
$ (Laptop cost) - $ (Repair invoice) = $
Sincerely,
Michael ***
We are sorry for any confusion experienced during the claim process
According to our records, our replacement department did not provide an appropriate offering within the messaged 24-hoursGenerally, we stand firm once we have initiated the replacement processGiven the lengthy delay in
resolving this matter, we will be making an exception to approve the consumer's request for reimbursementThe full unit value will be processed *** as a check and may take 7-business day to arriveWe appreciate the consumer understanding and patience as we resolve this matter
We are sorry but due to the fact that the day rework period has passed and the warranty has expired there is nothing we can do at this point
We are sorry that the consumer had issues filing a new claim.Under circumstances The consumer has days to report any issues with the replacement deviceUnfortunately the consumer reported the issue to us after the days and the warranty has also expiredDue to this we are unable to
provide any warranty service
We apologize for the issue the consumer experienced with their devicePer Terms & Conditions, we provide a new or refurbished device of equal features or functionalityIf a refurbished unit is sent it is tested to make sure the device meets standardsUnfortunately even after testing the
device still failedWe are refunding the consumer's deductible, warranty and issuing a payout once we receive the non-workingThe consumer has been contacted by phone & email
We apologize if that was how our response was takenSquareTrade looks to be as transparent as possibleAs previously stated we show that there were some processing issues with the informationAccording to our records, the delay looks to have been caused due to a miscommunication of what information was necessary and where it needed to be sentWe are sorry for all delays and misunderstandings that have occurredIf the consumer has any additional questions or concerns we recommend contacting our consumer assistance department at ***
Initial Business Response /* (1000, 5, 2016/03/07) */
We apologize for the issue the consumer experienced with their deviceWe can refund the warranty purchase or move forward with filing a claim but, we are unable to find an account using the information providedWhen the consumer contacted the
claims department in May we were unable to locate the consumer's account and requested proof of warranty purchase and item purchase but the consumer never sent it inWe still require the same information to move forward with refunding or filing a claim
Initial Consumer Rebuttal /* (3000, 7, 2016/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because I do have a receipt for my warranty and the cell phone dealer personally call this company and verified that the warranty was legit and once that happen Squaretrade agreed over the phone to honor the contract but I didn't have the funds available to purchase another phone at the timeSquaretrade needs to give us a fax number so my cell phone dealer can send the receipt
Final Business Response /* (4000, 15, 2016/04/04) */
We are sorry the consumer had issues with their warranty.We have received the receipt and we are in contact with the consumer to confirm their account
Final Consumer Response /* (4200, 17, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I e mail my receipt to Squaretrade and I want a refund
We have been in contact with the consumer, and obtained an alternate address to mail their reimbursement A check has been processed and mailed out the consumer
We are sorry for any issues the consumer had with their device. When a claim is filed online for a device without accidental damage from handling protection, the selection of any problem code that would result from any physical damage, results in an automatic denial online The system
will then require the consumer to call in to finish their claim process.The consumer called in and a claim was filed for in home repair We have located a technician and scheduled an appointment for the consumer
We are sorry the consumer had an issue with their TelevisionSquaretrade provided complete transparency regarding the replacement we offered, as well as days to review the specifications.Since the replacement and all aspects of the offer was accepted by the consumer unfortunately there is
nothing further we can do
When making a replacement offer SquareTrade's replacement team looks at the specifications of the consumers current television The consumer is then emailed the replacement offer with the specifications of the TV Squaretrade has located If the consumer is not happy with this model as a replacement all they would need to do is reply to the replacement offer email stating such and why This information would be taken into account and a different model television would be offered. The consumer responded to our replacement offer stating, "Yes please send that model of TV you listed below." At this point in time SquareTrade placed the order for the consumer's replacement TV SquareTrade confirms with the consumer to ensure the replacement is adequate due to the fact they can not be returned
Complaint: ***I am rejecting this response because:
Really, squaretrade believes that by just touching the TV screen is considered physical abuse. Is it possible that a pixel exploded when I touched the screen? As I have said before, there was a circle appear on the screen. When I touched the screen to clean it the circle enlarged, the lines formed both directions with the additional circles and than the lines like lightening appeared.
My coverage covers electrical failures, screen failure. Are you 100% certain that these could not have caused this failure? The screen has failed.
Again, my complaint stands. I believe any individual reading this would agree that my concern is valid inasmuch as there is no damage to the screen or the TV casing indicating I damaged it by hitting it with a foreign object. All I did was touch the screen when the first circle appeared. Really!!! My finger caused physical damage. I don't think so.
Sincerely,*** ***