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:
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, 2015/06/30) */
We are sorry the consumer had issues with their device.
We had issues in being able to immediately find a local repair shop. As of today the technician has been onsite and the issue with the device has been addressed.
Initial Consumer...
Rebuttal /* (2000, 8, 2015/07/02) */
Company has resolved the issue. Please do not contact Company.
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.
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.
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.
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 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.
We apologize for any inconvenience that the consumer might have experienced during this process.As of yesterday 03/29/2018 the consumer has sourced their own technician.This will allow the consumer to schedule an appointment that will be sooner in coming to the home to repair her dryer!We do...
apologize to the consumer for not being able to schedule an appointment that would have handled her problem sooner. Unfortunately we have to strictly adhere to the repair availability appointment slots given to us by our contracted technicians and cannot go outside what is offered.
Final Consumer Response /* (2000, 6, 2015/09/16) */
I spoke with [redacted] yesterday and we were able to resolve the situation and I received a full refund.
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 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.
Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize the consumer experienced issues with their device. The consumer's check is being processed and should be received within 7-10 business days. We have contacted the consumer and he is aware of the resolution.
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 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.
We are sorry the consumer had concerns with our response,
The main reason the purchase of the warranty was accepted was due to the information entered on the Squaretrade website, as previously referenced it states "I confirm that all of the items I'm protecting are NEW and have been purchased in the last 30 days.". Referring the start of the claim, we never preformed any repairs on the laptop only basic troubleshooting over the phone. Once the receipt was reviewed by a specialist and it was discovered that the item was refurbished, we suspended all services for the device and canceled the warranty. Per our service agreement, "We may cancel this Protection Plan at Our option on the basis of nonpayment, fraud, or material misrepresentation". Finally we are refunding the deductible back to the consumer and we apologize for the delay.
Initial Business Response /* (1000, 6, 2015/08/13) */
We are sorry the consumer had an issue with their computer.
Under the Terms and Conditions of the warranty that the consumer purchased they do not have coverage for any accidents. The consumer admitted that the unit is bent, therefore based on...
the Terms and Conditions we would not be able to take a claim. If the customer was to have the issue of the unit being bent repaired and documentation provided that it was repaired then we would be normally be able to take a claim, however the warranty has reached its limit of liability based on the prior repair.
There are a number of steps taken to have a unit repaired. The unit will be looked at, cleaned and tested, no matter what the issue. This is part of the repair procedure. Taking a closer look at the prior repair we can see that, based on the cost of the repair, the device should not have been repaired, it should have been salvaged for the price of the item. Based on that we will make an unusual exception and approve a claim to have the unit repaired locally and reimburse the consumer the cost of repair.
We have emailed the consumer our offer.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to [redacted] at Squaretrade and explained to him that the unit was bent well after (as their records showed) the problem occurred.
He proposed a compromise solution in terms of reimbursement that I accepted. I appreciated the fact that it's a tough situation for them and they were really trying, so I was willing to meet in the middle.
He warned me that it would take 1 - 2 weeks to receive the check, and that I was to call him directly if there was a problem. I have not received the check, yet, but it hasn't been that long since I spoke to him.
Once I receive the check, I will be satisfied with the resolution.
Thank you for your help.
Final Business Response /* (4000, 10, 2015/08/31) */
We have processed the payment and the consumer should see the check by 9/1.
Final Consumer Response /* (2000, 12, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is not perfect, but is good enough as I described in my last entry. It's a decent compromise.
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumer initiated their claim on 1/29/17. SquareTrade sent out an email requesting the purchase receipt from the consumer. We show that no reply was received for that request. March 2017...
we receive communication with the consumer requesting an update for their claim, we advised that the proof of purchase has not been received and is required to complete the claim. That same day we received a copy of the receipt and filed their claim for full reimbursement. At this point, the consumer's check is en route and will take around 7-10 days to arrive. Beyond this, we would be unable to provide any additional assistance in connection with this warranty.
We are sorry for any issues the consumer had with their device. When the claim was filed there was a discrepancy between the problem description provided and the damage observed by our depot during inspection. Since SquareTrade's Accidental Damage From Handling coverage does not cover willful...
damage, negligent use, theft, or loss it was necessary to review the depot audit, along with pictures to determine if coverage could be provided for the device.After reviewing pictures of the consumer's damaged device and having the incident explained in further detail, we will be issuing a reimbursement for the item cost.
Complaint: [redacted]I am rejecting this response because:
I have waited the 2-3 business days that I was told it would take to get my check and I still have not received my money. The e-mail that you sent me said they sent a check out to me on [redacted] Today is [redacted] and I still have not received a check. I called square trade today, [redacted], and spoke with a gentleman named Jordin who again refused to let me speak to a manager. He told me that I could not be transferred to a manager without giving all of my information. I told him I was not going through this all again, so I gave him the claim number and the address info that he asked for, he then put me on hold for 20 mins and never came back and no one ever picked up. This is NOT resolved as I have not gotten my money.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:
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, 2015/06/30) */
We are sorry the consumer had issues with their device.
We had issues in being able to immediately find a local repair shop. As of today the technician has been onsite and the issue with the device has been addressed.
Initial Consumer...
Rebuttal /* (2000, 8, 2015/07/02) */
Company has resolved the issue. Please do not contact Company.
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.
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.
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.
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 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.
We apologize for any inconvenience that the consumer might have experienced during this process.As of yesterday 03/29/2018 the consumer has sourced their own technician.This will allow the consumer to schedule an appointment that will be sooner in coming to the home to repair her dryer!We do...
apologize to the consumer for not being able to schedule an appointment that would have handled her problem sooner. Unfortunately we have to strictly adhere to the repair availability appointment slots given to us by our contracted technicians and cannot go outside what is offered.
Final Consumer Response /* (2000, 6, 2015/09/16) */
I spoke with [redacted] yesterday and we were able to resolve the situation and I received a full refund.
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 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.
Initial Business Response /* (1000, 5, 2015/12/02) */
We apologize the consumer experienced issues with their device. The consumer's check is being processed and should be received within 7-10 business days. We have contacted the consumer and he is aware of the resolution.
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 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.
We are sorry the consumer had concerns with our response,
The main reason the purchase of the warranty was accepted was due to the information entered on the Squaretrade website, as previously referenced it states "I confirm that all of the items I'm protecting are NEW and have been purchased in the last 30 days.". Referring the start of the claim, we never preformed any repairs on the laptop only basic troubleshooting over the phone. Once the receipt was reviewed by a specialist and it was discovered that the item was refurbished, we suspended all services for the device and canceled the warranty. Per our service agreement, "We may cancel this Protection Plan at Our option on the basis of nonpayment, fraud, or material misrepresentation". Finally we are refunding the deductible back to the consumer and we apologize for the delay.
Initial Business Response /* (1000, 6, 2015/08/13) */
We are sorry the consumer had an issue with their computer.
Under the Terms and Conditions of the warranty that the consumer purchased they do not have coverage for any accidents. The consumer admitted that the unit is bent, therefore based on...
the Terms and Conditions we would not be able to take a claim. If the customer was to have the issue of the unit being bent repaired and documentation provided that it was repaired then we would be normally be able to take a claim, however the warranty has reached its limit of liability based on the prior repair.
There are a number of steps taken to have a unit repaired. The unit will be looked at, cleaned and tested, no matter what the issue. This is part of the repair procedure. Taking a closer look at the prior repair we can see that, based on the cost of the repair, the device should not have been repaired, it should have been salvaged for the price of the item. Based on that we will make an unusual exception and approve a claim to have the unit repaired locally and reimburse the consumer the cost of repair.
We have emailed the consumer our offer.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to [redacted] at Squaretrade and explained to him that the unit was bent well after (as their records showed) the problem occurred.
He proposed a compromise solution in terms of reimbursement that I accepted. I appreciated the fact that it's a tough situation for them and they were really trying, so I was willing to meet in the middle.
He warned me that it would take 1 - 2 weeks to receive the check, and that I was to call him directly if there was a problem. I have not received the check, yet, but it hasn't been that long since I spoke to him.
Once I receive the check, I will be satisfied with the resolution.
Thank you for your help.
Final Business Response /* (4000, 10, 2015/08/31) */
We have processed the payment and the consumer should see the check by 9/1.
Final Consumer Response /* (2000, 12, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is not perfect, but is good enough as I described in my last entry. It's a decent compromise.
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumer initiated their claim on 1/29/17. SquareTrade sent out an email requesting the purchase receipt from the consumer. We show that no reply was received for that request. March 2017...
we receive communication with the consumer requesting an update for their claim, we advised that the proof of purchase has not been received and is required to complete the claim. That same day we received a copy of the receipt and filed their claim for full reimbursement. At this point, the consumer's check is en route and will take around 7-10 days to arrive. Beyond this, we would be unable to provide any additional assistance in connection with this warranty.
We are sorry for any issues the consumer had with their device. When the claim was filed there was a discrepancy between the problem description provided and the damage observed by our depot during inspection. Since SquareTrade's Accidental Damage From Handling coverage does not cover willful...
damage, negligent use, theft, or loss it was necessary to review the depot audit, along with pictures to determine if coverage could be provided for the device.After reviewing pictures of the consumer's damaged device and having the incident explained in further detail, we will be issuing a reimbursement for the item cost.
Complaint: [redacted]I am rejecting this response because:
I have waited the 2-3 business days that I was told it would take to get my check and I still have not received my money. The e-mail that you sent me said they sent a check out to me on [redacted] Today is [redacted] and I still have not received a check. I called square trade today, [redacted], and spoke with a gentleman named Jordin who again refused to let me speak to a manager. He told me that I could not be transferred to a manager without giving all of my information. I told him I was not going through this all again, so I gave him the claim number and the address info that he asked for, he then put me on hold for 20 mins and never came back and no one ever picked up. This is NOT resolved as I have not gotten my money.Sincerely,[redacted]