Complaint: [redacted]I am rejecting this response because:I DID go back to the business to get the repair and they REFUSED to fix it. How am I supposed to get it repaired if they refuse to do so? This is completely unacceptable. Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. The consumer has been emailed a shipping label to return their device. Once the device is received the check will be processed for reimbursement.
We apologize for the delay in payments.Processed refund to be sent to correct address, processed reimbursement for phone. We have contacted the consumer and they are aware of the reimbursements.
Complaint:[redacted]I am rejecting this response because the device couldn't have been damaged in transit. The device had mechanical malfunctions such as the fingerprint scanner not working.
I need a laptop for a new job I am starting and haven't been able to come in for two days! Tomorrow I'm gonna go and buy a laptop because I am impatient
Sincerely,[redacted]
We apologize for any difficulty experienced with this claim, any any misunderstanding regarding our warranty policies.
In this situation the consumer's claim was initially approved on the wrong warranty, and once we determined which policy was correct it was found that policy expired on...
6/26/2017.
Squaretrade protection plans begin on the date the covered item is purchased and is inclusive of the manufacture's warranty period. Information regarding this is listed beneath the "Things to Know" section on the sales page, as well as within the terms and conditions of this consumer's policy. We apologize if this was misinterpreted in any way as it is not our intent, and have attached a screenshot from the terms and conditions verifying this information.
We are sorry for any issues the consumer had during their claim process. Its appears there were some issues with the consumer receiving their check through standard mail. Ultimately an alternative carrier was used to send the consumers reimbursement after the failed standard mail attempts. The consumer has since received their reimbursement.
Initial Business Response /* (1000, 5, 2015/10/09) */
We are sorry the consumer had issues with their account.
Our system just sends one email to the consumer to alert them on a billing failure. The consumer then has to update the billing, even if it is they just need to update the expiration...
date. Unfortunately the consumer did not receive the email and was not able to change the billing in time. We are unable to re-approve a warranty that has been cancelled.
We have contacted the consumer and are offering a refund of the warranty up to what they have paid or a one-time repair if the phones have issues.
We are sorry for any issues the consumer had with their device. It does appear the consumer was sold the incorrect warranty for the device. A reimbursement has been processed for the item.
On April 1, 2016 I received an email from [redacted]. In his email he indicated that SquareTrade will indeed provide me with a full warranty reimbursement of $1,949. Attached to the email was a pre-paid shipping label for me to mail their provided Surface back to them.I mailed their Surface back to them on Saturday- April 2, 2016 (Fedex Tracking #[redacted]).I will keep this complaint open with the Revdex.com against SquareTeade until SquareTrade actually issues me the $1,949 reimbursement. At that time, I will close this complaint.
We apologize to the consumer for the confusion.Our warranties cover normal wear and tear, mechanical, and electrical failures. We do see this as valid wear and tear issue. We have also reached out to the specialist for retraining, so this does not happen again. We are also reimbursing the consumer...
for the purchase price of the item in a form of a check that should arrive within the next 7-10 business days.
Initial Business Response /* (4000, 8, 2015/11/12) */
We are sorry the consumer experienced issues with their device.
The consumer purchased the protection plan three months after the purchase of the item. Per the policy on the SquareTrade purchase page, "Coverage only available for new major...
appliances bought in the past 30 days".
Based on the policy we will not be able to cover his item. He has been refunded $105.21 for the full warranty price including tax.
Initial Consumer Rebuttal /* (4200, 10, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because when I purchased the warranty SquareTrade requested I provide a receipt which I did and they were fully aware I was past the 30 day period but still confirmed everything was in order. Also the full purchase price is $108.24 including taxes and I still have not received my refund till this day.
Initial Business Response /* (1000, 5, 2015/12/22) */
I apologize for the issue the consumer experienced with their device.
The consumer has been contacted and agreed to the resolution that was offered.
Complaint Response Date bumped because: Holiday
Our service guarantee as previously stated is a courtesy Squaretrade provides to our consumers in case a repair takes longer than estimated. The guarantee does not state any other accommodation or resolution would be provided.
Per the Terms and conditions, "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality, and functionality.".
We attempted to repair the device but ultimately we were unable to and provided reimbursement for the devices cost. As it currently stands, Squaretrade has operated within the terms and conditions of the warranty sold to the consumer and considers this complaint resolved.
Initial Business Response /* (1000, 7, 2015/07/02) */
We are sorry the consumer did not get the responses they should have had.
If a device is still under the manufacturer's warranty we direct the consumer to the manufacturer for repair. If the manufacturer does not help the consumer we will take...
the claim. In this case the consumer contacted the manufacturer and the manufacturer was not able to have the phone overnight. The consumer called SquareTrade and was redirected to the carrier without an alternative to call back. We should have taken the claim. They were given a phone number but they were unable to contact the specialist that gave them the number. This is really not acceptable.
The way we handle claims in the case of certain models of cell phones is to send a replacement overnight (delivered on Monday through Friday) and then ask the consumer return the broken phone. The replacement phone is a re-manufactured phone and is thoroughly tested. Even then the replacement phones sometime fail and we would send an overnight replacement phone in that case.
Due to the delay and poor service we have waved the deductible and processed a new (not re-manufactured) phone to be shipped to the consumer. The consumer has been emailed this information.
Initial Consumer Rebuttal /* (2000, 9, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because: this is my last day to respond before Revdex.com closes the claim, and the issue is still awaiting resolution. I promptly sent the information requested by SquareTrade but have not heard back nearly 3 business days later. Once a full reimbursement is approved by SquareTrade, I will promptly change the claim status to 'resolved.'Sincerely,[redacted]
According to our records, the consumer's television set was replaced [redacted]. SquareTrade provided the consumer a brand new [redacted] TV with a 1-year manufacturer's warranty. Since the manufacturer will provide coverage for this unit until [redacted], we have directed the consumer there. The consumer...
is still covered by our protection plan until [redacted]. We have advised that if the manufacturer is unable to assist, then Squaretrade can step in and provide support.
Initial Business Response /* (1000, 6, 2015/07/26) */
We are sorry the consumer delays in the processing of their claim.
We don't know why there was a delay in processing the claim. As of July 26 the device is in transit to the repair depot. As per the tracking number the device should be at the...
repair depot by July 28.
Our repair guarantee guarantees the repair, once it has been received, will take 2 days to repair. If the device is not repaired in two days we will refund the warranty price. As the device has not been received yet the guarantee does not apply.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad that the item is en route to be repaired. But there is still a serious problem with their system.
I didn't delay this process. THEY stalled the process.
It took me over two hours of calling them to be able to file my claim the second time. When you call, you navigate through a menu indicating what kind of device needs repair and where it was purchased. At the end of the menu, you are connected with someone who tells you that they can't help you because the laptop team handles all laptop claims and you are told that the laptop team will call you back. A few minutes later you receive a call, and when you pick up you are connected with the same menu that you just spent 5 minutes navigating through. And you repeat the process. Over and over. After two hours, asking to talk to a manager (who never picked up, I was put on hold and they literally never picked up. I left that phone on speaker phone and continued to call from another phone.) finally I explained to the person that I had filed a claim with the Revdex.com and that time they said they were able to process my claim and I didn't need to get a call back from the laptop team. I believe this is a scam. It should not take hours to file a claim. Not to mention this was actually my second attempt to file the claim and they showed no record of my original claim.
Final Business Response /* (4000, 10, 2015/08/04) */
We are glad the consumer's device was repaired and returned.
We are sorry there were delays in the process. These delays had NOTHING to do with what the consumer did.
It is not our intent to stall any process. We are addressing the issues of being able to respond to the consumer when they place a call. The menu was created to help accelerate the claim process, getting the consumer to the specialist that will be able to resolve their issues. In this case the person that took the call did not process the call in the proper manner and caused more delays. We are addressing the issues the consumer had. We are hiring more specialists and mangers to relieve the issues of delays in working with the consumers and training so that the consumers are being handled properly.
Final Consumer Response /* (2000, 12, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope that the company will live up to their promises. The issue was not one individual person who handled the call incorrectly. I called many many times over hours and every call was handled the same. If I was able to reach a person at all (most often I ended up in an endless loop of menus or was put on endless hold), they promised a callback and the callbacks were always just the same menu as when I called. This doesn't seem like a problem with an individual employee, this seems like the way the system is set up. Maybe they hope someone will give up and they won't have to repair the product.
Our Assurance Team has emailed the customer regarding this issue. The issue was resolved by reimburement for the price that was paid. If there are any other issues our Assurance Team can assist with any other concerns if the consumer replies back to that email. The team will reply within 24 to 48 business hours
I noted that I had in some places in my complaint erroneously stated that I had originally contacted SquareTrade on May 12, 2018. It was on May 5th, 2018. I thought I completely corrected this minor error, but I believe that missed correcting a few of them.
We are sorry for any confusion experienced during the claim process.According to our records, the consumer has two approved claims on the laptop. On 01/27/[redacted], the consumer states that the laptop "does not power on" and has "no indicator lights" and a claim was approved for a local repair....
Then on 05/09/**, the consumer called in and informed that the "Device powers on, but cannot see start up screen or logo, OS loading issue or stuck on boot screen". This claim was also approved for a local repair and we've reimbursed the consumer for the repairs. On 07/13/**, we've approved a claim for a mail- in-repair as he states the laptop "Does not power on, no indicator lights, Display distorted". Per our service agreement, "NO LEMON POLICY:If Your Covered Product has two (2) service repairs completed for the same problem and a third (3rd) repair is needed for the same problem, within any twelve (12) month period, the Covered Product will be replaced with a comparable product or a cash settlement will be provided. The cost of the replacement will not exceed Your Product’s original purchase price.". At this time the consumer will need to send the laptop in for repairs to be completed by our repair center. If the technician deems the laptop to be "beyond economical repair' then we'll do a reimbursement of the item price. Unfortunately, since the consumers issues are similar and not the same, we're unable to provide a cash settlement or replacement.
Complaint: [redacted]I am rejecting this response because:I DID go back to the business to get the repair and they REFUSED to fix it. How am I supposed to get it repaired if they refuse to do so? This is completely unacceptable. Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. The consumer has been emailed a shipping label to return their device. Once the device is received the check will be processed for reimbursement.
We apologize for the delay in payments.Processed refund to be sent to correct address, processed reimbursement for phone. We have contacted the consumer and they are aware of the reimbursements.
Complaint:[redacted]I am rejecting this response because the device couldn't have been damaged in transit. The device had mechanical malfunctions such as the fingerprint scanner not working.
I need a laptop for a new job I am starting and haven't been able to come in for two days! Tomorrow I'm gonna go and buy a laptop because I am impatient
Sincerely,[redacted]
We apologize for any difficulty experienced with this claim, any any misunderstanding regarding our warranty policies.
In this situation the consumer's claim was initially approved on the wrong warranty, and once we determined which policy was correct it was found that policy expired on...
6/26/2017.
Squaretrade protection plans begin on the date the covered item is purchased and is inclusive of the manufacture's warranty period. Information regarding this is listed beneath the "Things to Know" section on the sales page, as well as within the terms and conditions of this consumer's policy. We apologize if this was misinterpreted in any way as it is not our intent, and have attached a screenshot from the terms and conditions verifying this information.
We are sorry for any issues the consumer had during their claim process. Its appears there were some issues with the consumer receiving their check through standard mail. Ultimately an alternative carrier was used to send the consumers reimbursement after the failed standard mail attempts. The consumer has since received their reimbursement.
Initial Business Response /* (1000, 5, 2015/10/09) */
We are sorry the consumer had issues with their account.
Our system just sends one email to the consumer to alert them on a billing failure. The consumer then has to update the billing, even if it is they just need to update the expiration...
date. Unfortunately the consumer did not receive the email and was not able to change the billing in time. We are unable to re-approve a warranty that has been cancelled.
We have contacted the consumer and are offering a refund of the warranty up to what they have paid or a one-time repair if the phones have issues.
We are sorry for any issues the consumer had with their device. It does appear the consumer was sold the incorrect warranty for the device. A reimbursement has been processed for the item.
On April 1, 2016 I received an email from [redacted]. In his email he indicated that SquareTrade will indeed provide me with a full warranty reimbursement of $1,949. Attached to the email was a pre-paid shipping label for me to mail their provided Surface back to them.I mailed their Surface back to them on Saturday- April 2, 2016 (Fedex Tracking #[redacted]).I will keep this complaint open with the Revdex.com against SquareTeade until SquareTrade actually issues me the $1,949 reimbursement. At that time, I will close this complaint.
We apologize to the consumer for the confusion.Our warranties cover normal wear and tear, mechanical, and electrical failures. We do see this as valid wear and tear issue. We have also reached out to the specialist for retraining, so this does not happen again. We are also reimbursing the consumer...
for the purchase price of the item in a form of a check that should arrive within the next 7-10 business days.
Initial Business Response /* (4000, 8, 2015/11/12) */
We are sorry the consumer experienced issues with their device.
The consumer purchased the protection plan three months after the purchase of the item. Per the policy on the SquareTrade purchase page, "Coverage only available for new major...
appliances bought in the past 30 days".
Based on the policy we will not be able to cover his item. He has been refunded $105.21 for the full warranty price including tax.
Initial Consumer Rebuttal /* (4200, 10, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because when I purchased the warranty SquareTrade requested I provide a receipt which I did and they were fully aware I was past the 30 day period but still confirmed everything was in order. Also the full purchase price is $108.24 including taxes and I still have not received my refund till this day.
Initial Business Response /* (1000, 5, 2015/12/22) */
I apologize for the issue the consumer experienced with their device.
The consumer has been contacted and agreed to the resolution that was offered.
Complaint Response Date bumped because: Holiday
Our service guarantee as previously stated is a courtesy Squaretrade provides to our consumers in case a repair takes longer than estimated. The guarantee does not state any other accommodation or resolution would be provided.
Per the Terms and conditions, "Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality, and functionality.".
We attempted to repair the device but ultimately we were unable to and provided reimbursement for the devices cost. As it currently stands, Squaretrade has operated within the terms and conditions of the warranty sold to the consumer and considers this complaint resolved.
Initial Business Response /* (1000, 7, 2015/07/02) */
We are sorry the consumer did not get the responses they should have had.
If a device is still under the manufacturer's warranty we direct the consumer to the manufacturer for repair. If the manufacturer does not help the consumer we will take...
the claim. In this case the consumer contacted the manufacturer and the manufacturer was not able to have the phone overnight. The consumer called SquareTrade and was redirected to the carrier without an alternative to call back. We should have taken the claim. They were given a phone number but they were unable to contact the specialist that gave them the number. This is really not acceptable.
The way we handle claims in the case of certain models of cell phones is to send a replacement overnight (delivered on Monday through Friday) and then ask the consumer return the broken phone. The replacement phone is a re-manufactured phone and is thoroughly tested. Even then the replacement phones sometime fail and we would send an overnight replacement phone in that case.
Due to the delay and poor service we have waved the deductible and processed a new (not re-manufactured) phone to be shipped to the consumer. The consumer has been emailed this information.
Initial Consumer Rebuttal /* (2000, 9, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because: this is my last day to respond before Revdex.com closes the claim, and the issue is still awaiting resolution. I promptly sent the information requested by SquareTrade but have not heard back nearly 3 business days later. Once a full reimbursement is approved by SquareTrade, I will promptly change the claim status to 'resolved.'Sincerely,[redacted]
According to our records, the consumer's television set was replaced [redacted]. SquareTrade provided the consumer a brand new [redacted] TV with a 1-year manufacturer's warranty. Since the manufacturer will provide coverage for this unit until [redacted], we have directed the consumer there. The consumer...
is still covered by our protection plan until [redacted]. We have advised that if the manufacturer is unable to assist, then Squaretrade can step in and provide support.
Initial Business Response /* (1000, 6, 2015/07/26) */
We are sorry the consumer delays in the processing of their claim.
We don't know why there was a delay in processing the claim. As of July 26 the device is in transit to the repair depot. As per the tracking number the device should be at the...
repair depot by July 28.
Our repair guarantee guarantees the repair, once it has been received, will take 2 days to repair. If the device is not repaired in two days we will refund the warranty price. As the device has not been received yet the guarantee does not apply.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad that the item is en route to be repaired. But there is still a serious problem with their system.
I didn't delay this process. THEY stalled the process.
It took me over two hours of calling them to be able to file my claim the second time. When you call, you navigate through a menu indicating what kind of device needs repair and where it was purchased. At the end of the menu, you are connected with someone who tells you that they can't help you because the laptop team handles all laptop claims and you are told that the laptop team will call you back. A few minutes later you receive a call, and when you pick up you are connected with the same menu that you just spent 5 minutes navigating through. And you repeat the process. Over and over. After two hours, asking to talk to a manager (who never picked up, I was put on hold and they literally never picked up. I left that phone on speaker phone and continued to call from another phone.) finally I explained to the person that I had filed a claim with the Revdex.com and that time they said they were able to process my claim and I didn't need to get a call back from the laptop team. I believe this is a scam. It should not take hours to file a claim. Not to mention this was actually my second attempt to file the claim and they showed no record of my original claim.
Final Business Response /* (4000, 10, 2015/08/04) */
We are glad the consumer's device was repaired and returned.
We are sorry there were delays in the process. These delays had NOTHING to do with what the consumer did.
It is not our intent to stall any process. We are addressing the issues of being able to respond to the consumer when they place a call. The menu was created to help accelerate the claim process, getting the consumer to the specialist that will be able to resolve their issues. In this case the person that took the call did not process the call in the proper manner and caused more delays. We are addressing the issues the consumer had. We are hiring more specialists and mangers to relieve the issues of delays in working with the consumers and training so that the consumers are being handled properly.
Final Consumer Response /* (2000, 12, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope that the company will live up to their promises. The issue was not one individual person who handled the call incorrectly. I called many many times over hours and every call was handled the same. If I was able to reach a person at all (most often I ended up in an endless loop of menus or was put on endless hold), they promised a callback and the callbacks were always just the same menu as when I called. This doesn't seem like a problem with an individual employee, this seems like the way the system is set up. Maybe they hope someone will give up and they won't have to repair the product.
Our Assurance Team has emailed the customer regarding this issue. The issue was resolved by reimburement for the price that was paid. If there are any other issues our Assurance Team can assist with any other concerns if the consumer replies back to that email. The team will reply within 24 to 48 business hours
I noted that I had in some places in my complaint erroneously stated that I had originally contacted SquareTrade on May 12, 2018. It was on May 5th, 2018. I thought I completely corrected this minor error, but I believe that missed correcting a few of them.
Sincerely yours,
Stephen[redacted]
We are sorry for any confusion experienced during the claim process.According to our records, the consumer has two approved claims on the laptop. On 01/27/[redacted], the consumer states that the laptop "does not power on" and has "no indicator lights" and a claim was approved for a local repair....
Then on 05/09/**, the consumer called in and informed that the "Device powers on, but cannot see start up screen or logo, OS loading issue or stuck on boot screen". This claim was also approved for a local repair and we've reimbursed the consumer for the repairs. On 07/13/**, we've approved a claim for a mail- in-repair as he states the laptop "Does not power on, no indicator lights, Display distorted". Per our service agreement, "NO LEMON POLICY:If Your Covered Product has two (2) service repairs completed for the same problem and a third (3rd) repair is needed for the same problem, within any twelve (12) month period, the Covered Product will be replaced with a comparable product or a cash settlement will be provided. The cost of the replacement will not exceed Your Product’s original purchase price.". At this time the consumer will need to send the laptop in for repairs to be completed by our repair center. If the technician deems the laptop to be "beyond economical repair' then we'll do a reimbursement of the item price. Unfortunately, since the consumers issues are similar and not the same, we're unable to provide a cash settlement or replacement.