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
When a consumer has an issue with their Kindle tablet and contacts SquareTrade to file a claim they are warm transferred to the Kindle team to complete the process Once the consumer has been transferred to the Kindle team we determine if there is an accidental damage from handling issue or system related issue If the consumer's issue resulted from accidental damage from handling we are able to move forward with a replacement When the consumer has software related issues *** requires troubleshooting be done through them before a replacement can be issued
The Kindle team is currently working to have the consumer's device replaced
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 have sent the consumer a request for further information on 1/10/in order to resolve the situation, and we have received no responseWe apologize for the inconvenience but Squaretrade requires more information from the consumer in order to facilitate their request, and if this could be provided we would be more than eager to assist
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
After reviewing our records, we were unable to locate a call or interaction where the consumer was advised the warranty could be transferredSquareTrade's Terms & Conditions state, "This Protection Plan does not cover repair or replacement of Your Product for any of the causes or provide
coverage for any losses..."Our protection plans do not allow for devices other than the one registered with the protection plan to be coveredMoreover, even if the consumer was able to swap the coverage from one phone to another, the warranty expired on ***Unfortunately, there is nothing further we are able to provide in connection with the consumer's warranty
We are sorry the consumer had issues with their device
The procedure for these types of claims is to have a specialist contact the consumer to try and resolve
the issues before a payout is madeThe system failed and the consumer never received the call
We have processed the claim and are going to reimburse the consumer for the device and for the warranty as well
We have contacted the consumer and they are aware of the reimbursement
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 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 ***
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
Revdex.com:
I have shipped the Item to Squaretrade's depot and am awaiting reimbursement
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We are sorry for any issues the consumer experienced with their device.There seems to be some confusion as to what is and isn't covered in regards to the consumer's deviceSince the phone was purchased used, it does not qualify for accidental protectionThe Coverage Type detailed in the service
agreement sent to the consumer states, "Standard", which excludes accidental damageAccording to our terms and conditions, "Accidental damage, cracked or damaged monitor, laptop or display screens, liquid damage, lost buttons or knobs etc., unless optional accidental damage from handling (ADH) coverage was offered and purchased at the time of sale with Your Protection Plan"Since accidental protection was not offered at the time of sale, We would be unable to provide coverage for the device
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 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 ***
Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device
We have processed an additional replacement phone
Due to the issues that were experienced we are refunding the consumer the warranty price
We have contacted the consumer and they are
aware of the refund
We are sorry for any issues the consumer had with their device. After looking into the consumers account it appears there were some issues with their reimbursement At this point, a check for $is being processed and will be mailed to the consumer from the east coast
We are sorry for any issues the consumer had with their device. In the event a replacement device cannot be located for a consumer, we send out an email informing the consumer Included in this email is the amount of the reimbursement as well as a shipping label to send their device in to
SquareTradeWhen a replacement device is sent out to a consumer a shipping label is included in the packaging for the consumer to mail in their original device It appears the consumer used the label included in the email for reimbursement that was sent out before a replacement device was located We have been able to research and confirm the consumers phone has been received A reimbursement has been issued for the core charge
We apologize for any inconvenience that the consumer might have experienced during this process.
We have gone ahead and submitted for processing a check in the full amount of the cost of the consumer's warranty today on 04/19/
The check will be sent out to the consumer by Monday 04/23/and will arrive to the consumer in about as long as it takes for a letter to be sent out from the east coast and arrive at the consumer's address on file
We thank you again for your patience!
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
When a consumer has an issue with their Kindle tablet and contacts SquareTrade to file a claim they are warm transferred to the Kindle team to complete the process Once the consumer has been transferred to the Kindle team we determine if there is an accidental damage from handling issue or system related issue If the consumer's issue resulted from accidental damage from handling we are able to move forward with a replacement When the consumer has software related issues *** requires troubleshooting be done through them before a replacement can be issued
The Kindle team is currently working to have the consumer's device replaced
Complaint: ***I am rejecting this response because:Sincerely,*** ***
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 have sent the consumer a request for further information on 1/10/in order to resolve the situation, and we have received no responseWe apologize for the inconvenience but Squaretrade requires more information from the consumer in order to facilitate their request, and if this could be provided we would be more than eager to assist
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
After reviewing our records, we were unable to locate a call or interaction where the consumer was advised the warranty could be transferredSquareTrade's Terms & Conditions state, "This Protection Plan does not cover repair or replacement of Your Product for any of the causes or provide
coverage for any losses..."Our protection plans do not allow for devices other than the one registered with the protection plan to be coveredMoreover, even if the consumer was able to swap the coverage from one phone to another, the warranty expired on ***Unfortunately, there is nothing further we are able to provide in connection with the consumer's warranty
We are sorry the consumer had issues with their device
The procedure for these types of claims is to have a specialist contact the consumer to try and resolve
the issues before a payout is madeThe system failed and the consumer never received the call
We have processed the claim and are going to reimburse the consumer for the device and for the warranty as well
We have contacted the consumer and they are aware of the reimbursement
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 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 ***
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
Revdex.com:
I have shipped the Item to Squaretrade's depot and am awaiting reimbursement
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We are sorry for any issues the consumer experienced with their device.There seems to be some confusion as to what is and isn't covered in regards to the consumer's deviceSince the phone was purchased used, it does not qualify for accidental protectionThe Coverage Type detailed in the service
agreement sent to the consumer states, "Standard", which excludes accidental damageAccording to our terms and conditions, "Accidental damage, cracked or damaged monitor, laptop or display screens, liquid damage, lost buttons or knobs etc., unless optional accidental damage from handling (ADH) coverage was offered and purchased at the time of sale with Your Protection Plan"Since accidental protection was not offered at the time of sale, We would be unable to provide coverage for the device
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 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 ***
Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device
We have processed an additional replacement phone
Due to the issues that were experienced we are refunding the consumer the warranty price
We have contacted the consumer and they are
aware of the refund
We are sorry for any issues the consumer had with their device. After looking into the consumers account it appears there were some issues with their reimbursement At this point, a check for $is being processed and will be mailed to the consumer from the east coast
We are sorry for any issues the consumer had with their device. In the event a replacement device cannot be located for a consumer, we send out an email informing the consumer Included in this email is the amount of the reimbursement as well as a shipping label to send their device in to
SquareTradeWhen a replacement device is sent out to a consumer a shipping label is included in the packaging for the consumer to mail in their original device It appears the consumer used the label included in the email for reimbursement that was sent out before a replacement device was located We have been able to research and confirm the consumers phone has been received A reimbursement has been issued for the core charge
We apologize for any inconvenience that the consumer might have experienced during this process.
We have gone ahead and submitted for processing a check in the full amount of the cost of the consumer's warranty today on 04/19/
The check will be sent out to the consumer by Monday 04/23/and will arrive to the consumer in about as long as it takes for a letter to be sent out from the east coast and arrive at the consumer's address on file
We thank you again for your patience!