We are sorry for any issue the consumer experienced with their device.
Currently, we show that the laptop is in our possession and is currently being repaired. We do apologize for any delays during the shipment process. We will be refunding the consumer's warranty cost due to these delays. The...
laptop is nearing completion at our depot and we will be communicating the steps of the repair and return. We appreciate the consumer's patience while we resolve this matter.
Complaint: [redacted]I disagree with their assessment and have notes from talking to three separate managers that that is not protocol. That said, I will wait to reject/accept their response because I got a phone call from Square Trade last night, after writing to the CEO, indicating they were finally releasing my check. I will 'accept' this response after I have received and cashed my check. They told me they were paying me three times before and nothing has shown up. Until then, I want to keep my claim open.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: This company is using false advertising to lure customers into a false warranty! SCAM!!!!!!!!!!!!!!! Sincerely,Michael [redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with receiving their reimbursement.
We do not know why the payment was delayed. Everything was processed correctly. Once we found that the check was not sent we processed a check to be shipped overnight....
According to the tracking number the check was delivered on September 15.
We are addressing the issue with extensions not being able to be called once the consumer calls into our number. We have opened a trouble ticket with our IT department.
Because of the inconvenience the consumer experienced in this claim we are going to offer a refund to the consumer for the deductible paid at the time the claim was filed. We have contacted the consumer to make them aware of what we intend to do.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize the difficulty the consumer experienced with their claim.
When the customer was approved to receive a replacement phone, this was dependent on an additional verification process including electronic signatures on required documentation. Once these forms were completed the...
consumer was approved for the best resolution available (a reimbursement for the price of the item) based on our current stock of replacement devices. While we understand that this process could be frustrating it was completed within a typical claim turnaround time, and as such we would have no alternative resolution for the consumer.
In regards to the consumer being hung up on, we apologize if there was any poor customer service and we will be doing an internal review to address the situation.
I am sorry that the customer misunderstood the coverage that was purchased. Televisions in general would not be offered accidental damage coverage through SquareTrade or other warranty companies, as the life of the unit is spent in a fixed position with very little day to day handling.
Accidental coverage is intended for handheld electronics.
From what I could tell, it appears the warranty that was purchased, was a free floating offer available for items listed under an "other" category on [redacted]. This is why accidental damage from handling was available, as most items under this category are handheld devices. However, if you go back to the original TV listing that was purchased from [redacted], the customer would see we would offer a warranty specific for TV's (upper right hand side of the screen) and they would not include accidental damage from handling protection.
At this point, we will be unable to service the item for the current damage and are refunding the customer back for the full value of the warranty purchase.
Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with receiving their reimbursement.
The claim was not processed properly when it was first filed. We were able to process the claim correctly and have the payment sent out to a Paypal account on July 31,...
however the payment was denied by Paypal. We are in the process of getting a check sent to the consumer.
As per our Terms and Conditions we do not reimburse consumers for personal time taken to resolve issues. What we will do in this case is make an exceptions and offer a one-time reimbursement for the price paid for the warranty.
SquareTrade's intent is not to delay payments to our consumers. In this case the system had an error and did not process the payment.
We have emailed the consumer to let them know what we intend to do.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any issues the consumer had with their device. After looking into the account the consumer is covered under our family plan. In order to qualify for family plan coverage the consumer would need to "already have a smartphone/[redacted] covered by SquareTrade, then all the...
phones that are on the same account as the covered phone can be added onto our coverage – regardless of when the other phones were bought, or their prior insurance." The consumer met the necessary requirements upon purchase of the warranty. The account has been updated to reflect the valid warranty and we have reached out to the consumer to finish the claim process and resolve the consumers issue.
We apologize for any inconvenience that the consumer might have experienced during this process.
Seems as though there was a bit of confusion on the part of the consumer as to how this benefit actually works. Per agreement with this specific reseller, consumers must have a...
specific membership to get an extra 12 month of coverage after the coverage end date. We will honor the claim during the extra 12 month period regardless of warranty coverage end date (expired warranty). With that said the issue here is that the consumer per our records does not have a qualifying membership with the reseller and therefore the additional year of coverage after the expiration of the policy does not apply in this case.
We apologize for the miscommunication with the customer in reference to this feature of our warranties.
Initial Business Response /* (1000, 6, 2015/06/09) */
We are sorry the consumer had issues with their warranties.
Our system will inform the consumer by sending one email to let them know the warranty is about to be cancelled. Unfortunately sometimes those email fail when they are sent and the...
consumer is not informed. We are looking at improving our communications with our consumers when something like this happens.
In this case we were able to reinstate the warranties.
We are sorry for any issues the consumer had with their device. Squaretrade has called the customer and left voicemail requesting the necessary information to locate the consumers account. We have sent a follow up email with direct contact information for the consumer to reach out. Currently, we are unable to proceed until we have the necessary information to located the consumer's account.
Complaint: [redacted]I am rejecting this response because: Although I did receive the reimbursement, the time frame listed is completely untrue, and SquareTrade's records on their website show the dates I listed. Their turn around time was not acceptable and put me at a great inconvenience and the absurd amount of time spent on the phone and going to and from [redacted] was unreal. I would like a refund for the amount of the warranty, as I feel the disservice and poor treatment were uncalled for. The lack of caring in their customer service was so insulting I can't even imagine how you are still in business. Sincerely,[redacted]
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. Provided it is followed through. I have had several instances where they told me they were going to do something to resolve this issue and then nothing ever happens, and when I call them to find out what is going on I get the runaround. However, this is all I have wanted since this started almost a year ago.Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
I originally wanted them to just replace the phone I had. Why could they not have gone out and bought a new and mail it to me one for the same cost as I did? My phone is integral to my work, and I can't be without it. As such, it was important that this be replaced in a timely fashion. They delayed the resolution of this process at every step of the way. At the time the claim was filed, the replacement cost for the phone was $[redacted]. The resolution process was delayed for almost 6 weeks, during which time a new model was introduced and the original phone was discontinued, and the replacement phone came down in price. However, I could not afford to wait that long to resolve this, so I purchased a replacement phone while it was still offered, and the cost of the phone at that time was $[redacted]. Besides, if they are going to send something in writing/email stating a specific amount that I will be reimbursed, they need to honor that, even if it was their mistake. There was nothing in the email they sent that indicated that the $[redacted] figure was just a "cap for the claim". When I received that email, I even called them back to confirm that that was actually what I would be receiving, and the representative on the phone did indeed confirm it, with an explanation as to why. I expect Square Trade to honor their written word, even if it was a mistake on their part. There is at least the appearance that they purposely dragged this claim out, knowing that the new model phone would be released, and the replacement drop in price, saving them money. If I could have afforded to wait 6 weeks for a replacement phone, I may have opted for this, as the replacement model was actually a better phone at a cheaper price. But alas, I could not. I expect them to honor their written communications ($[redacted]), and at the very least, reimburse me the $[redacted] that the phone cost at the time I filed the claim (and at the time I purchased my replacement with my own money).
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: we have not yet received the refund for the item cost and warranty cost. Once the refund is received and cleared through our bank we will close this complaint.Sincerely,Dameon[redacted]
We are sorry for any delays experienced during the claim process.SquareTrade requires our specialist to attempt troubleshooting first before any action can be taken. Since the troubleshooting has not remedied the issue we have processed a claim for the consumer to repair the unit and a shipping...
label has been sent to the consumers email along with instructions on how to prepare their device.
We are sorry for any issues the consumer had with their device. After looking into the consumers account the device showed evidence of physical damage upon the technicians arrival. For TV repairs consumers are instructed to have the unit in a serviceable position. Before the...
technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage. If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs.
Complaint: [redacted]I am rejecting this response because:
Two failures happened on the part of Square Trade:
1) The sales representative for Square Trade verbally explained my options to me, which indicated that I could take my new phone, purchased in [redacted], and simply transfer my warranty to the new phone online at squaretrade.com. The sales representative indicated that I should not purchase a new warranty for my new phone and instead I should transfer my existing one, and then I could renew my warranty in [redacted] when it would expire. This conversation was verbal and I have no control over how Squaretrade keeps their records of conversations.
2) I followed the sales representative's instructions and went to the squaretrade website and clicked on the "transfer warranty" button. It permitted me to update my phone information to my new phone, including the IMEI number. The website gave every indication that the warranty transferred successfully. This happened in [redacted].
Fast forward to [redacted], when my warranty expired. I called Square Trade to have them assist me in extending my warranty like the sales representative stated I could. I was informed that despite both the sales rep and the website letting me transfer my warranty (see #1 and #2 above), that my new phone did not qualify for the transfer and therefore my new phone had NEVER been insured through them, despite the website showing it was. Therefore, since it was not insured and now it was past the 30 days, I could no longer ever insure it through them.
Although I cannot prove #1, #2 had records online (during my phone call two weeks ago the customer service rep acknowledged the IMEI # of the phone I acquired in [redacted]).
I would like either Square Trade to offer insurance on my phone as they stated they would (I will pay Square Trade for a 2 year warranty - $[redacted]), or give me a refund for the money I paid between [redacted] to [redacted] (approximately $**) when my phone was not insured, despite the website stating it was, AND compensate me for the fact that my phone is no longer warrantable due to being outside of the 30 day purchase period (Would cost approximately $[redacted] to replace if damaged). Please note that my phone is currently in good working order, but this would be the cost to me if my phone were damaged due to Squaretrade causing my phone to no longer be insurable due to misinformation on the part of their sales rep and their website.
Sincerely,[redacted]
We are sorry for any issue the consumer experienced with their device.
Currently, we show that the laptop is in our possession and is currently being repaired. We do apologize for any delays during the shipment process. We will be refunding the consumer's warranty cost due to these delays. The...
laptop is nearing completion at our depot and we will be communicating the steps of the repair and return. We appreciate the consumer's patience while we resolve this matter.
Complaint: [redacted]I disagree with their assessment and have notes from talking to three separate managers that that is not protocol. That said, I will wait to reject/accept their response because I got a phone call from Square Trade last night, after writing to the CEO, indicating they were finally releasing my check. I will 'accept' this response after I have received and cashed my check. They told me they were paying me three times before and nothing has shown up. Until then, I want to keep my claim open.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: This company is using false advertising to lure customers into a false warranty! SCAM!!!!!!!!!!!!!!! Sincerely,Michael [redacted]
We apologize for the inconveniences caused to the consumer.Records show that we have since reached out to the consumer and addressed their concerns.
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with receiving their reimbursement.
We do not know why the payment was delayed. Everything was processed correctly. Once we found that the check was not sent we processed a check to be shipped overnight....
According to the tracking number the check was delivered on September 15.
We are addressing the issue with extensions not being able to be called once the consumer calls into our number. We have opened a trouble ticket with our IT department.
Because of the inconvenience the consumer experienced in this claim we are going to offer a refund to the consumer for the deductible paid at the time the claim was filed. We have contacted the consumer to make them aware of what we intend to do.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize the difficulty the consumer experienced with their claim.
When the customer was approved to receive a replacement phone, this was dependent on an additional verification process including electronic signatures on required documentation. Once these forms were completed the...
consumer was approved for the best resolution available (a reimbursement for the price of the item) based on our current stock of replacement devices. While we understand that this process could be frustrating it was completed within a typical claim turnaround time, and as such we would have no alternative resolution for the consumer.
In regards to the consumer being hung up on, we apologize if there was any poor customer service and we will be doing an internal review to address the situation.
I am sorry that the customer misunderstood the coverage that was purchased. Televisions in general would not be offered accidental damage coverage through SquareTrade or other warranty companies, as the life of the unit is spent in a fixed position with very little day to day handling.
Accidental coverage is intended for handheld electronics.
From what I could tell, it appears the warranty that was purchased, was a free floating offer available for items listed under an "other" category on [redacted]. This is why accidental damage from handling was available, as most items under this category are handheld devices. However, if you go back to the original TV listing that was purchased from [redacted], the customer would see we would offer a warranty specific for TV's (upper right hand side of the screen) and they would not include accidental damage from handling protection.
At this point, we will be unable to service the item for the current damage and are refunding the customer back for the full value of the warranty purchase.
Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with receiving their reimbursement.
The claim was not processed properly when it was first filed. We were able to process the claim correctly and have the payment sent out to a Paypal account on July 31,...
however the payment was denied by Paypal. We are in the process of getting a check sent to the consumer.
As per our Terms and Conditions we do not reimburse consumers for personal time taken to resolve issues. What we will do in this case is make an exceptions and offer a one-time reimbursement for the price paid for the warranty.
SquareTrade's intent is not to delay payments to our consumers. In this case the system had an error and did not process the payment.
We have emailed the consumer to let them know what we intend to do.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any issues the consumer had with their device. After looking into the account the consumer is covered under our family plan. In order to qualify for family plan coverage the consumer would need to "already have a smartphone/[redacted] covered by SquareTrade, then all the...
phones that are on the same account as the covered phone can be added onto our coverage – regardless of when the other phones were bought, or their prior insurance." The consumer met the necessary requirements upon purchase of the warranty. The account has been updated to reflect the valid warranty and we have reached out to the consumer to finish the claim process and resolve the consumers issue.
We apologize for any inconvenience that the consumer might have experienced during this process.
Seems as though there was a bit of confusion on the part of the consumer as to how this benefit actually works. Per agreement with this specific reseller, consumers must have a...
specific membership to get an extra 12 month of coverage after the coverage end date. We will honor the claim during the extra 12 month period regardless of warranty coverage end date (expired warranty). With that said the issue here is that the consumer per our records does not have a qualifying membership with the reseller and therefore the additional year of coverage after the expiration of the policy does not apply in this case.
We apologize for the miscommunication with the customer in reference to this feature of our warranties.
Initial Business Response /* (1000, 6, 2015/06/09) */
We are sorry the consumer had issues with their warranties.
Our system will inform the consumer by sending one email to let them know the warranty is about to be cancelled. Unfortunately sometimes those email fail when they are sent and the...
consumer is not informed. We are looking at improving our communications with our consumers when something like this happens.
In this case we were able to reinstate the warranties.
We are sorry for any issues the consumer had with their device. Squaretrade has called the customer and left voicemail requesting the necessary information to locate the consumers account. We have sent a follow up email with direct contact information for the consumer to reach out. Currently, we are unable to proceed until we have the necessary information to located the consumer's account.
Complaint: [redacted]I am rejecting this response because: Although I did receive the reimbursement, the time frame listed is completely untrue, and SquareTrade's records on their website show the dates I listed. Their turn around time was not acceptable and put me at a great inconvenience and the absurd amount of time spent on the phone and going to and from [redacted] was unreal. I would like a refund for the amount of the warranty, as I feel the disservice and poor treatment were uncalled for. The lack of caring in their customer service was so insulting I can't even imagine how you are still in business. Sincerely,[redacted]
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. Provided it is followed through. I have had several instances where they told me they were going to do something to resolve this issue and then nothing ever happens, and when I call them to find out what is going on I get the runaround. However, this is all I have wanted since this started almost a year ago.Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
I originally wanted them to just replace the phone I had. Why could they not have gone out and bought a new and mail it to me one for the same cost as I did? My phone is integral to my work, and I can't be without it. As such, it was important that this be replaced in a timely fashion. They delayed the resolution of this process at every step of the way. At the time the claim was filed, the replacement cost for the phone was $[redacted]. The resolution process was delayed for almost 6 weeks, during which time a new model was introduced and the original phone was discontinued, and the replacement phone came down in price. However, I could not afford to wait that long to resolve this, so I purchased a replacement phone while it was still offered, and the cost of the phone at that time was $[redacted]. Besides, if they are going to send something in writing/email stating a specific amount that I will be reimbursed, they need to honor that, even if it was their mistake. There was nothing in the email they sent that indicated that the $[redacted] figure was just a "cap for the claim". When I received that email, I even called them back to confirm that that was actually what I would be receiving, and the representative on the phone did indeed confirm it, with an explanation as to why. I expect Square Trade to honor their written word, even if it was a mistake on their part. There is at least the appearance that they purposely dragged this claim out, knowing that the new model phone would be released, and the replacement drop in price, saving them money. If I could have afforded to wait 6 weeks for a replacement phone, I may have opted for this, as the replacement model was actually a better phone at a cheaper price. But alas, I could not. I expect them to honor their written communications ($[redacted]), and at the very least, reimburse me the $[redacted] that the phone cost at the time I filed the claim (and at the time I purchased my replacement with my own money).
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: we have not yet received the refund for the item cost and warranty cost. Once the refund is received and cleared through our bank we will close this complaint.Sincerely,Dameon[redacted]
We are sorry for any delays experienced during the claim process.SquareTrade requires our specialist to attempt troubleshooting first before any action can be taken. Since the troubleshooting has not remedied the issue we have processed a claim for the consumer to repair the unit and a shipping...
label has been sent to the consumers email along with instructions on how to prepare their device.
Complaint: [redacted]I am rejecting this response because they haven't followed up as promised.Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. After looking into the consumers account the device showed evidence of physical damage upon the technicians arrival. For TV repairs consumers are instructed to have the unit in a serviceable position. Before the...
technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage. If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs.
Complaint: [redacted]I am rejecting this response because:
Two failures happened on the part of Square Trade:
1) The sales representative for Square Trade verbally explained my options to me, which indicated that I could take my new phone, purchased in [redacted], and simply transfer my warranty to the new phone online at squaretrade.com. The sales representative indicated that I should not purchase a new warranty for my new phone and instead I should transfer my existing one, and then I could renew my warranty in [redacted] when it would expire. This conversation was verbal and I have no control over how Squaretrade keeps their records of conversations.
2) I followed the sales representative's instructions and went to the squaretrade website and clicked on the "transfer warranty" button. It permitted me to update my phone information to my new phone, including the IMEI number. The website gave every indication that the warranty transferred successfully. This happened in [redacted].
Fast forward to [redacted], when my warranty expired. I called Square Trade to have them assist me in extending my warranty like the sales representative stated I could. I was informed that despite both the sales rep and the website letting me transfer my warranty (see #1 and #2 above), that my new phone did not qualify for the transfer and therefore my new phone had NEVER been insured through them, despite the website showing it was. Therefore, since it was not insured and now it was past the 30 days, I could no longer ever insure it through them.
Although I cannot prove #1, #2 had records online (during my phone call two weeks ago the customer service rep acknowledged the IMEI # of the phone I acquired in [redacted]).
I would like either Square Trade to offer insurance on my phone as they stated they would (I will pay Square Trade for a 2 year warranty - $[redacted]), or give me a refund for the money I paid between [redacted] to [redacted] (approximately $**) when my phone was not insured, despite the website stating it was, AND compensate me for the fact that my phone is no longer warrantable due to being outside of the 30 day purchase period (Would cost approximately $[redacted] to replace if damaged). Please note that my phone is currently in good working order, but this would be the cost to me if my phone were damaged due to Squaretrade causing my phone to no longer be insurable due to misinformation on the part of their sales rep and their website.
Sincerely,[redacted]