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.
We are sorry for any issue the consumer experienced with their devices.
We understand the frustration with receiving a defective replacement and in this case 3 of them. We have refunded the full deductible for the claim back to the consumer as requested.
Initial Business Response /* (1000, 6, 2015/12/14) */
We apologize for the issues the consumer experienced. The consumer has been contacted via email and phone to resolve the complaint.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response...
from the business.)
I have been contacting them frequently and it wasn't until I filed the complaint that they decided to file and approve the claim. Going back and forth with them was very frustrating. I have received an email confirmation saying the claim has been approved and I am receiving reimbursement. The issue with the claim has been handled but I do not think the company in any means was helpful and customer service originated.
We are sorry for any delays experienced during the claim process.The delay in processing the reimbursement seems to be due to the fact that the copy we received from the consumer was hand written and did not show the repair shop contact information. We have since contacted the location and confirmed...
the unrepairable status of the computer. Moving forward, we have processed the reimbursement of the unit and completed the warranty.
Initial Business Response /* (1000, 5, 2015/06/18) */
We are sorry the consumer had issues with purchasing a new warranty for his replacement. After reviewing the history, we reached out to the consumer and welcomed him to purchase a new warranty for the replacement, per his request.
Initial...
Consumer Rebuttal /* (2000, 7, 2015/06/18) */
I was contacted by SquareTrade and they have graciously offered to honor their representative's promise and accept my money to purchase the new plan.
I have placed the order for the new plan and am 75% sure all is well. I guess I will not really know unless something terrible happens and I have to file a claim.
But as of now, it seems this complaint has been satisfied. Thank you.
Complaint: [redacted]I am rejecting this response because:
If I was not incorrectly advised by Squaretrade, I would have signed up for a new warranty in [redacted] when I got my new phone, in which case I would have a valid warranty through [redacted]. As a result of Square Trade's misinformation, my phone is now not insurable since it is more than 30 days past the purchase date. Please offer a warranty on my phone through [redacted]. I am willing to pay for the service. Otherwise, please see my previous request. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/13) */
We are sorry 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 & the consumer was unable to remove their...
personal information to send the device in for exchange. As an alternative option the consumer was advised to get the device repaired at an authorized local retailer.
Due to a long wait the consumer decided to not get the device serviced & cancelled the warranty. We cancelled and refunded the consumer for the warranty.
To resolve this case we made a one time exception and will reimburse the consumer for the retail price of the device.
We contacted the customer and he is aware of the solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received a check and are satisfied with the results of the claim. If this would had been handled the right way from the beginning we would have stayed with Square Trade, thanks Revdex.com, [redacted]
Complaint: [redacted]I am rejecting this response because: This television was not bumped, dropped or damaged as they have suggested. I moved to **ah in May [redacted] from [redacted], ** the television was properly protected and transferred to our current address along with all our belongings. Had it been damaged it would have occurred then b** it was properly taken from one residence to the other witho** damage. The television has been stationary since then on a entertainment center and has been functioning properly until recently. The television has no scratches or cracks which would indicate any such damage has occurred. The television has been in one spot since we arrive because that is the only wall with the proper connections. The has never been an accident with this television. My son is totally disabled. He has muscular dystrophy which is rapidly progressing. The television is the only source he has to the o**side world. To suggest that we would deliberately lie or deny any accidental damages on the television is an insult. I have served this country honorably for over 24 years. I am a retired police office and retired Drug Enforcement Officer. Integrity and honesty are our core values as we serve our communities. I cannot believe that the company can suggest that the only way for the television to have developed the cloud in the screed would be as such. I do not accept that the television was not faulty from the day they delivered it in Arizona and perhaps it has taken up to now for the cloud to develop in the screen. How do I know that their transporters didn't bump or drop the television before delivering it and failed to say anything in hopes that the television would not result in damages. Whose to say that is the one and only way the cloud could occur. I can say witho** a doubt and on a lie detector that the television has never been accidently dropped, bumped or damaged while in my possession. I can say the television has functioned properly until now. I believe the television has been faulty since they first brought it to me. I don't know if it happened in the warehouse or the truck or their store. I know the faulty cloud did not prevail itself until now. I want a product that functions properly for the duration of warranty and extended warranty and I expect company to take responsibility for their faulty equipment. I don't know that the cloud has only one way of manifesting itself on the screen. I believe something is wrong with the product and they need to honor their warranty. Sincerely,[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. Some of our re-sellers offer a gift card as a form of reimbursement. When a consumer's claim is processed and a gift card chosen as the reimbursement method the card is emailed to the address on file within 1 business...
day. We have verified the consumer's email address and made several attempts to send another gift card. At this time, we are processing a check to be sent to the consumer for reimbursement.
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]
We apologize for any inconvenience that the consumer might have experienced during this process.
As of yesterday 2/2/18 we have reached out to the consumer both via e-mail and voicemail to offer the customer a sound resolution to this matter. At this moment we are awaiting the customer's response so that we can speak in person and assist her with this matter.
We are sorry for any issue the consumer experienced with their device.Squaretrade requires all consumers to provide proof of purchase for items under warranty. Moreover, the service contract sent to the consumer also states, "You will need a copy of your receipt on file with us before a claim can be...
processed. The receipt must display the item's purchase date and price. You can email or fax us a copy of the receipt at any time." . According to our records, the consumer had purchased a total of 8 warranties on [redacted]. During this time there was no promotion being provided for warranties without receipts. Unfortunately, without the receipts for the items or the promotional email, we would be unable to provide assistance.
We are sorry for any issues the consumer had with their device. SquareTrade takes many precautions to ensure that consumer information is not tampered with. The consumers device was repaired and inspected for any type of hard ware failures and returned to the consumer. During laptop depot repairs our technicians only replace hard ware components and do not access consumer software.
Complaint: [redacted]I am rejecting this response because: they don't have the item. Inform they already sent it backnfor the third time and it will not sync. They are not honoring my claim. They've tried to fix it three times.Sincerely,Sara [redacted]
We apologize to the consumer for the confusion.The consumer has reach out to one of our Floor specialist and has approve the claim for reimbursement. The consumers device was sent in and received. The consumer will be receiving a check for the amount paid within the next 7-10 business Days.
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.
How will the refund of the laptop be processed? Will it be a check or a credit to my credit card?
Sincerely, [redacted]
We are sorry for any delays experienced while resolving this matter.Unfortunately, the check has already been sent to the consumer and we would be unable to expedite. A confirmation was also sent to the consumer verifying the address where the check was being sent on 10/11/16.
We are sorry for any issue the consumer experienced with their device.Unfortunately, any issues not reported before the expiration of the warranty would be ineligible for coverage. SquareTrade recommends before repairing a device the consumer contacts us in order to initiate a claim, any repairs...
done without authorization would be ineligible for coverage as well. Due to these reasons, we would be unable to accommodate the request nor render service in connection with the expired warranties.
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.
We are sorry for any issue the consumer experienced with their devices.
We understand the frustration with receiving a defective replacement and in this case 3 of them. We have refunded the full deductible for the claim back to the consumer as requested.
Initial Business Response /* (1000, 6, 2015/12/14) */
We apologize for the issues the consumer experienced. The consumer has been contacted via email and phone to resolve the complaint.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response...
from the business.)
I have been contacting them frequently and it wasn't until I filed the complaint that they decided to file and approve the claim. Going back and forth with them was very frustrating. I have received an email confirmation saying the claim has been approved and I am receiving reimbursement. The issue with the claim has been handled but I do not think the company in any means was helpful and customer service originated.
We are sorry for any delays experienced during the claim process.The delay in processing the reimbursement seems to be due to the fact that the copy we received from the consumer was hand written and did not show the repair shop contact information. We have since contacted the location and confirmed...
the unrepairable status of the computer. Moving forward, we have processed the reimbursement of the unit and completed the warranty.
Initial Business Response /* (1000, 5, 2015/06/18) */
We are sorry the consumer had issues with purchasing a new warranty for his replacement. After reviewing the history, we reached out to the consumer and welcomed him to purchase a new warranty for the replacement, per his request.
Initial...
Consumer Rebuttal /* (2000, 7, 2015/06/18) */
I was contacted by SquareTrade and they have graciously offered to honor their representative's promise and accept my money to purchase the new plan.
I have placed the order for the new plan and am 75% sure all is well. I guess I will not really know unless something terrible happens and I have to file a claim.
But as of now, it seems this complaint has been satisfied. Thank you.
Complaint: [redacted]I am rejecting this response because:
If I was not incorrectly advised by Squaretrade, I would have signed up for a new warranty in [redacted] when I got my new phone, in which case I would have a valid warranty through [redacted]. As a result of Square Trade's misinformation, my phone is now not insurable since it is more than 30 days past the purchase date. Please offer a warranty on my phone through [redacted]. I am willing to pay for the service. Otherwise, please see my previous request. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/13) */
We are sorry 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 & the consumer was unable to remove their...
personal information to send the device in for exchange. As an alternative option the consumer was advised to get the device repaired at an authorized local retailer.
Due to a long wait the consumer decided to not get the device serviced & cancelled the warranty. We cancelled and refunded the consumer for the warranty.
To resolve this case we made a one time exception and will reimburse the consumer for the retail price of the device.
We contacted the customer and he is aware of the solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received a check and are satisfied with the results of the claim. If this would had been handled the right way from the beginning we would have stayed with Square Trade, thanks Revdex.com, [redacted]
Complaint: [redacted]I am rejecting this response because: This television was not bumped, dropped or damaged as they have suggested. I moved to **ah in May [redacted] from [redacted], ** the television was properly protected and transferred to our current address along with all our belongings. Had it been damaged it would have occurred then b** it was properly taken from one residence to the other witho** damage. The television has been stationary since then on a entertainment center and has been functioning properly until recently. The television has no scratches or cracks which would indicate any such damage has occurred. The television has been in one spot since we arrive because that is the only wall with the proper connections. The has never been an accident with this television. My son is totally disabled. He has muscular dystrophy which is rapidly progressing. The television is the only source he has to the o**side world. To suggest that we would deliberately lie or deny any accidental damages on the television is an insult. I have served this country honorably for over 24 years. I am a retired police office and retired Drug Enforcement Officer. Integrity and honesty are our core values as we serve our communities. I cannot believe that the company can suggest that the only way for the television to have developed the cloud in the screed would be as such. I do not accept that the television was not faulty from the day they delivered it in Arizona and perhaps it has taken up to now for the cloud to develop in the screen. How do I know that their transporters didn't bump or drop the television before delivering it and failed to say anything in hopes that the television would not result in damages. Whose to say that is the one and only way the cloud could occur. I can say witho** a doubt and on a lie detector that the television has never been accidently dropped, bumped or damaged while in my possession. I can say the television has functioned properly until now. I believe the television has been faulty since they first brought it to me. I don't know if it happened in the warehouse or the truck or their store. I know the faulty cloud did not prevail itself until now. I want a product that functions properly for the duration of warranty and extended warranty and I expect company to take responsibility for their faulty equipment. I don't know that the cloud has only one way of manifesting itself on the screen. I believe something is wrong with the product and they need to honor their warranty. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because they haven't followed up as promised.Sincerely,[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. Some of our re-sellers offer a gift card as a form of reimbursement. When a consumer's claim is processed and a gift card chosen as the reimbursement method the card is emailed to the address on file within 1 business...
day. We have verified the consumer's email address and made several attempts to send another gift card. At this time, we are processing a check to be sent to the consumer for reimbursement.
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]
We apologize for any inconvenience that the consumer might have experienced during this process.
As of yesterday 2/2/18 we have reached out to the consumer both via e-mail and voicemail to offer the customer a sound resolution to this matter. At this moment we are awaiting the customer's response so that we can speak in person and assist her with this matter.
We are sorry for any issue the consumer experienced with their device.Squaretrade requires all consumers to provide proof of purchase for items under warranty. Moreover, the service contract sent to the consumer also states, "You will need a copy of your receipt on file with us before a claim can be...
processed. The receipt must display the item's purchase date and price. You can email or fax us a copy of the receipt at any time." . According to our records, the consumer had purchased a total of 8 warranties on [redacted]. During this time there was no promotion being provided for warranties without receipts. Unfortunately, without the receipts for the items or the promotional email, we would be unable to provide assistance.
We are sorry for any issues the consumer had with their device. SquareTrade takes many precautions to ensure that consumer information is not tampered with. The consumers device was repaired and inspected for any type of hard ware failures and returned to the consumer. During laptop depot repairs our technicians only replace hard ware components and do not access consumer software.
Complaint: [redacted]I am rejecting this response because: they don't have the item. Inform they already sent it backnfor the third time and it will not sync. They are not honoring my claim. They've tried to fix it three times.Sincerely,Sara [redacted]
We apologize to the consumer for the confusion.The consumer has reach out to one of our Floor specialist and has approve the claim for reimbursement. The consumers device was sent in and received. The consumer will be receiving a check for the amount paid within the next 7-10 business Days.
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.
How will the refund of the laptop be processed? Will it be a check or a credit to my credit card?
Sincerely, [redacted]
We are sorry for any delays experienced while resolving this matter.Unfortunately, the check has already been sent to the consumer and we would be unable to expedite. A confirmation was also sent to the consumer verifying the address where the check was being sent on 10/11/16.
We are sorry for any issue the consumer experienced with their device.Unfortunately, any issues not reported before the expiration of the warranty would be ineligible for coverage. SquareTrade recommends before repairing a device the consumer contacts us in order to initiate a claim, any repairs...
done without authorization would be ineligible for coverage as well. Due to these reasons, we would be unable to accommodate the request nor render service in connection with the expired warranties.