Squaretrade appreciates the consumer's patience while this was investigated and apologizes for the trouble experienced with this repair.When this repair process exceeded our guarantee, we went ahead and processed a full refund to the consumer for the price of the warranty. We have also provided an...
additional check to compensate for a camera rental, and have agreed to provide the consumer a second check to extend his camera rental. As of our most recent update, we agreed to a compromise with the consumer that if the repair is not completed by a specific date and we would move the item to a separate resolution.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. After reviewing the consumers account they have received their device as well as a refund of the deductible to reflect the correct amount. Due to the issues the consumer had while processing their claim we have made a one...
time exception to refund the consumer the warranty cost.
We are sorry for any confusion experienced during the claim process.
Squaretrade makes every attempt to be transparent to our consumers by providing the warranty contract information not only via email after purchase but also on our website.
We detail the "Limit of Liability" in the...
service contract as, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage Amount. 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.".
Since the cost of the chair was reimbursed, this has completed the warranty coverage.
We are sorry for any confusion experienced during the claim process.There seems to be some confusion with how our warranty works. According to our service contract, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five (5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting Period. The Protection Plan is inclusive of any US 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.". The warranty starts the day after the original item is purchased. Having the reseller or manufacturer exchange a product does not extend, lengthen, nor renew the contract. Currently, we would be unable to provide coverage on the expired warranty.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me, but it seems that I am getting nowhere with Squaretrade; therefor, I rather not waste any more energy in dealing with them. I have learned my lesson and in the future I will avoid purchasing their insurance product. Thank you Revdex.com for taking the time to address my concern. Your efforts were truly appreciated. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/10/12) */
We apologize that the consumer had issues with their device.
We can not guarantee the availability of our inventory at a particular time. In this case the exact model was not available to the consumer.
To resolve this case we made a one...
time exception and refunded the consumer for the price of the warranty. As a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer.
We contacted the customer and he is aware of the solution.
We are sorry for any issues the consumer had with their device. After looking into the account we requested a copy of the receipt of purchase from the consumer. The consumer was informed that their item is still under manufacturer's warranty and was referred for service. At this...
point in time the consumer would need to contact the manufacture for a resolution. According to their warranty contract "The Protection Plan is inclusive of any US 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."
Complaint: [redacted]I am rejecting this response because:Square Trade called on [redacted], the person refused to give her name, just left a message to call and anyone will assist me. I called the company and the automated service was awful, I could not get to a customer service rep. I waited until after work and I called around, 6:00pm, and I was transferred twice. Finally I spoke with a rep Tyrique, he told me that he could not help me, and he did not know why I received a call. I explained the situation to him about the [redacted]. He informed me that I had to leave a contact number; which I did, I gave my name and my cell phone number and my work number. No reply as of todays date. Not happy with this company. Sincerely,[redacted]
We apologize to the consumer for the issues with repair.The consumer has been in contact with one of our Resolution Specialist. They have reached out to the consumer to discuss resolution options.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received checks refunding both the product, as well as a refund on the cost of the Square Trade warranty. Both my name and address were misspelled, but I am hopeful that my bank will still cash them.
However, I still have concerns that Square Trade operates in such a way as one has to report them to the [redacted] to get fair treatment. I will not purchase their product again, and would urge the [redacted] to keep close watch on their trade practices.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: At the time of purchasing plan, I submitted documentation showing that the phones was currently covered with [redacted], because that was the selling point for me. The price was cheaper than my carrier and the deductible was far less. However, when I went to use the plan, I had to resubmit documentation showing I had insurance on the phones.
I am currently on sick leave from my job, I had to go to [redacted], get a copy of the bill showing where the insurance was canceled after purchasing SquareTrade. Then go to [redacted], where then I discovered that I also had to purchase the packaging to overnight the phone.
SquareTrade if requiring the same documentation when submitting a claim, that is required to start the plan, the consumer should have been notified, then I would have scanned the documentation into my computer files. If I had known that packaging wasn't covered in the overnight payment that is paid by SquareTrade, I would have packaged the phone in packaging the phone was purchased in and wrapped it myself before going to [redacted]. I purchase the packaging at [redacted], because I was just tire of running around. To have to do this unnecessary running around, especially being sick, when all information could have been given at the time of purchase. Also when filing the claim SquareTrade could have informed the consumer that it would be their responsibility to ensure proper packaging of the phone for overnight shipping.
The selling point of SquareTrade is good in showing the difference of have their insurance versus the carrier, but they should also informed the consumer, that if submitting claim, documentation would have to resubmitted and packaging is not covered in their overnight process of mailing the phone.
Also not to debit credit card, when the claim has not been approved. I observed while submitting the claim, my deductible was charged to my credit card the same day; however I did not have an approved claim until two days later.
Sincerely,[redacted]
We are sorry for any issue's the consumer has had with their device. Looking into the customer's account, a replacement device was sent out and returned twice due to an non-deliverable address. We have updated the customer's shipping address with our depot for the replacement to be...
delivered to customer's home. The customer has also been reimbursed for their warranty cost.
The consumer filed a claim with us in November [redacted] complaining that the device would not hold a charge. We completed his claim by replacing the charging port in his device on December 7 [redacted]. Almost a year later Oct [redacted] the consumer returned the device with physical damage and other malfunctioning...
issues including the device no longer holding a charge. We again repaired the device replacing several components and confirmed 100% functionality. At this point the consumer had exhausted his limit of liability for this device and his warranty completed. The consumer returned the device for a subsequent repair within 30 days of his last claim. We do offer a 30 guarantee for all repairs so we covered this repair under our guarantee. We have had no further contact with this consumer until June [redacted] which is more than 6 months since his last repair. We have provided the consumer with the best possible coverage under our warranty. The consumers coverage at this point is completed and we are unable provide any additional service.
We at Squaretrade apologize for any difficulty regarding this consumer's claim.
Whenever Squaretrade files a claim on a television our agents must ensure that there is no physical or accidental damage to the device. This is because our television warranties do not offer coverage against these...
types of issues. If our agents were rude to the consumer we greatly apologize, as our intention at Squaretrade is to provide professional and courteous customer service. When this consumer's claim was filed we requested images to verify the issue, and once these were received there were signs of cracks and spots to the screen display. Though this damage may be internal it would still be considered physical damage.
Unfortunately we do not offer coverage against physical damage, and due to this we would be unable to approve a claim for this item.
Complaint: [redacted]
I am rejecting this response because: The company has sent me several conflicting emails. I've received email surveys inquiring about my recent conversations with several people, and there were no contacts made prior to those emails. The last phone conversation I had with one of their representatives the last week of June, I was told that they would be sending me the replacement amount for television, being the offered replacement was not comparable to the original television. I agreed to accept the replacement amount, which they stated it was estimated at $1100, and my television's cost was $2500. The next day, I received an email asking for me to send a receipt (which both myself and [redacted] has already provided), followed by another email survey about another conversation that NEVER occurred. [redacted] management team has also communicated with Squaretrade in attempts to resolving this issue.
Sincerely,
[redacted]
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumers address shows to be an undeliverable address by USPS. We requested an alternative address and the consumer responded and provided a business address. We do apologize for the...
delays as we had failed to acknowledge the email response. We will be reissuing the check to the corrected address. We will ensure to keep the consumer up to date as we resolve this concern.
Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted],
Here is the approval email stating that we did approve the claim and the consumer will be paid out.
This is for complaint - XXXXXXXX
You can see it was approved the day before the complaint was filed.
Initial Business Response /* (1000, 5, 2015/08/05) */
We are sorry the consumer had issues with their device.
The warranty had expired just after the claim was filed. The system would not allow a refund based on the fact that the warranty had expired. It wasn't that the specialist refused to...
process the refund, it was that he did not have the tools available to them to process the refund. We have since enhanced our training so that the specialist better handle this situation.
The guarantee, however, is still active and the consumer is entitled to the refund. We have processed the refund and the consumer is aware of when he should receive the payment.
Squaretrade appreciates the consumer's patience while this was investigated and apologizes for the trouble experienced with this repair.When this repair process exceeded our guarantee, we went ahead and processed a full refund to the consumer for the price of the warranty. We have also provided an...
additional check to compensate for a camera rental, and have agreed to provide the consumer a second check to extend his camera rental. As of our most recent update, we agreed to a compromise with the consumer that if the repair is not completed by a specific date and we would move the item to a separate resolution.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
We are sorry for any issues the consumer had with their device. After reviewing the consumers account they have received their device as well as a refund of the deductible to reflect the correct amount. Due to the issues the consumer had while processing their claim we have made a one...
time exception to refund the consumer the warranty cost.
We are sorry for any confusion experienced during the claim process.
Squaretrade makes every attempt to be transparent to our consumers by providing the warranty contract information not only via email after purchase but also on our website.
We detail the "Limit of Liability" in the...
service contract as, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage Amount. 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.".
Since the cost of the chair was reimbursed, this has completed the warranty coverage.
We are sorry for any confusion experienced during the claim process.There seems to be some confusion with how our warranty works. According to our service contract, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five (5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting Period. The Protection Plan is inclusive of any US 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.". The warranty starts the day after the original item is purchased. Having the reseller or manufacturer exchange a product does not extend, lengthen, nor renew the contract. Currently, we would be unable to provide coverage on the expired warranty.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me, but it seems that I am getting nowhere with Squaretrade; therefor, I rather not waste any more energy in dealing with them. I have learned my lesson and in the future I will avoid purchasing their insurance product. Thank you Revdex.com for taking the time to address my concern. Your efforts were truly appreciated. Sincerely, [redacted]
Final Consumer Response /* (2000, 5, 2015/08/05) */
SquareTrade contacted me to resolve the issue.
Initial Business Response /* (1000, 5, 2015/10/12) */
We apologize that the consumer had issues with their device.
We can not guarantee the availability of our inventory at a particular time. In this case the exact model was not available to the consumer.
To resolve this case we made a one...
time exception and refunded the consumer for the price of the warranty. As a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer.
We contacted the customer and he is aware of the solution.
We are sorry for any issues the consumer had with their device. After looking into the account we requested a copy of the receipt of purchase from the consumer. The consumer was informed that their item is still under manufacturer's warranty and was referred for service. At this...
point in time the consumer would need to contact the manufacture for a resolution. According to their warranty contract "The Protection Plan is inclusive of any US 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."
Complaint: [redacted]I am rejecting this response because:Square Trade called on [redacted], the person refused to give her name, just left a message to call and anyone will assist me. I called the company and the automated service was awful, I could not get to a customer service rep. I waited until after work and I called around, 6:00pm, and I was transferred twice. Finally I spoke with a rep Tyrique, he told me that he could not help me, and he did not know why I received a call. I explained the situation to him about the [redacted]. He informed me that I had to leave a contact number; which I did, I gave my name and my cell phone number and my work number. No reply as of todays date. Not happy with this company. Sincerely,[redacted]
We apologize to the consumer for the issues with repair.The consumer has been in contact with one of our Resolution Specialist. They have reached out to the consumer to discuss resolution options.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received checks refunding both the product, as well as a refund on the cost of the Square Trade warranty. Both my name and address were misspelled, but I am hopeful that my bank will still cash them.
However, I still have concerns that Square Trade operates in such a way as one has to report them to the [redacted] to get fair treatment. I will not purchase their product again, and would urge the [redacted] to keep close watch on their trade practices.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: At the time of purchasing plan, I submitted documentation showing that the phones was currently covered with [redacted], because that was the selling point for me. The price was cheaper than my carrier and the deductible was far less. However, when I went to use the plan, I had to resubmit documentation showing I had insurance on the phones.
I am currently on sick leave from my job, I had to go to [redacted], get a copy of the bill showing where the insurance was canceled after purchasing SquareTrade. Then go to [redacted], where then I discovered that I also had to purchase the packaging to overnight the phone.
SquareTrade if requiring the same documentation when submitting a claim, that is required to start the plan, the consumer should have been notified, then I would have scanned the documentation into my computer files. If I had known that packaging wasn't covered in the overnight payment that is paid by SquareTrade, I would have packaged the phone in packaging the phone was purchased in and wrapped it myself before going to [redacted]. I purchase the packaging at [redacted], because I was just tire of running around. To have to do this unnecessary running around, especially being sick, when all information could have been given at the time of purchase. Also when filing the claim SquareTrade could have informed the consumer that it would be their responsibility to ensure proper packaging of the phone for overnight shipping.
The selling point of SquareTrade is good in showing the difference of have their insurance versus the carrier, but they should also informed the consumer, that if submitting claim, documentation would have to resubmitted and packaging is not covered in their overnight process of mailing the phone.
Also not to debit credit card, when the claim has not been approved. I observed while submitting the claim, my deductible was charged to my credit card the same day; however I did not have an approved claim until two days later.
Sincerely,[redacted]
We are sorry for any issue's the consumer has had with their device. Looking into the customer's account, a replacement device was sent out and returned twice due to an non-deliverable address. We have updated the customer's shipping address with our depot for the replacement to be...
delivered to customer's home. The customer has also been reimbursed for their warranty cost.
The consumer filed a claim with us in November [redacted] complaining that the device would not hold a charge. We completed his claim by replacing the charging port in his device on December 7 [redacted]. Almost a year later Oct [redacted] the consumer returned the device with physical damage and other malfunctioning...
issues including the device no longer holding a charge. We again repaired the device replacing several components and confirmed 100% functionality. At this point the consumer had exhausted his limit of liability for this device and his warranty completed. The consumer returned the device for a subsequent repair within 30 days of his last claim. We do offer a 30 guarantee for all repairs so we covered this repair under our guarantee. We have had no further contact with this consumer until June [redacted] which is more than 6 months since his last repair. We have provided the consumer with the best possible coverage under our warranty. The consumers coverage at this point is completed and we are unable provide any additional service.
We at Squaretrade apologize for any difficulty regarding this consumer's claim.
Whenever Squaretrade files a claim on a television our agents must ensure that there is no physical or accidental damage to the device. This is because our television warranties do not offer coverage against these...
types of issues. If our agents were rude to the consumer we greatly apologize, as our intention at Squaretrade is to provide professional and courteous customer service. When this consumer's claim was filed we requested images to verify the issue, and once these were received there were signs of cracks and spots to the screen display. Though this damage may be internal it would still be considered physical damage.
Unfortunately we do not offer coverage against physical damage, and due to this we would be unable to approve a claim for this item.
Complaint: [redacted]
I am rejecting this response because: The company has sent me several conflicting emails. I've received email surveys inquiring about my recent conversations with several people, and there were no contacts made prior to those emails. The last phone conversation I had with one of their representatives the last week of June, I was told that they would be sending me the replacement amount for television, being the offered replacement was not comparable to the original television. I agreed to accept the replacement amount, which they stated it was estimated at $1100, and my television's cost was $2500. The next day, I received an email asking for me to send a receipt (which both myself and [redacted] has already provided), followed by another email survey about another conversation that NEVER occurred. [redacted] management team has also communicated with Squaretrade in attempts to resolving this issue.
Sincerely,
[redacted]
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumers address shows to be an undeliverable address by USPS. We requested an alternative address and the consumer responded and provided a business address. We do apologize for the...
delays as we had failed to acknowledge the email response. We will be reissuing the check to the corrected address. We will ensure to keep the consumer up to date as we resolve this concern.
Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted],
Here is the approval email stating that we did approve the claim and the consumer will be paid out.
This is for complaint - XXXXXXXX
You can see it was approved the day before the complaint was filed.
Initial Business Response /* (1000, 5, 2015/08/05) */
We are sorry the consumer had issues with their device.
The warranty had expired just after the claim was filed. The system would not allow a refund based on the fact that the warranty had expired. It wasn't that the specialist refused to...
process the refund, it was that he did not have the tools available to them to process the refund. We have since enhanced our training so that the specialist better handle this situation.
The guarantee, however, is still active and the consumer is entitled to the refund. We have processed the refund and the consumer is aware of when he should receive the payment.