Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experienced. Per Terms & Conditions, If You cancel after the first thirty (30) days from purchase of this Service Agreement, You will receive a pro rata refund based on the time remaining on Your Service...
Agreement.
Since this is a special circumstance, we have refunded the consumer for the full amount of the warranty.
We are sorry for any issues the consumer had registering their device. Generally, when an item and warranty is purchased from [redacted] we are able to locate the consumer's account with their [redacted] membership number. In some cases, there are issues with the information sent over and...
we require the proof of purchase of the device and warranty so our back office team can have it recreated in our system. At this time the consumer's warranty is has been registered and can be located using the consumer's name, email address, or phone number.
Initial Business Response /* (1000, 5, 2015/09/29) */
Hi [redacted],
>
> Recently, you had an unsatisfactory experience with SquareTrade. We'd like
> to apologize.
>
>
> I found out from our accounting department that the Paypal credit that was
> scheduled for Friday did not occur. They will...
process those credits
> tomorrow.
>
>
> Because of the continued delay and the incorrect information you were
> given we would like to give you a full refund on the warranty. I have
> processed a check that will be sent overnight tomorrow and you should
> receive on Wednesday. If you do not receive the check on Wednesday please
> let me know.
>
>
> If you have any additional questions you can reply to this email or call
> me. If you reach my voice mail, please leave your name, the ticket number
> written in the subject of this email, and the best number to reach you.
>
> Sincerely,
> [redacted] C.
> The SquareTrade Team
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
Thank you so much for your assistance [redacted]. I will look for the check to
arrive no later than Wednesday and if I run into any additional problems I
will reach out.
Thanks so much.
[redacted]
Final Consumer Response /* (2000, 10, 2015/09/30) */
Hello,
I was able to get my issue resolved thankfully! I checked the Revdex.com website and under Square trade there was another number for the customer complain line. I spoke to a gentleman who was extremely helpful and resolved my issue immediately. Thank you so much for assisting me with this issue.
We apologize for any inconvenience the consumer may have experienced with our claims process.
Since this complaint was filed we have provided the consumer an alternative resolution. The details of this resolution was sent to the consumer on 01/05/2018, we hope this result proves to be...
satisfactory and appreciate his patience while this was investigated.
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 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.
We apologize to the consumer that the replacement device had issues.We like to do whatever we can turn the consumers experience around. We have reached out to the consumer to discuss the desired resolution as well as gave an option for another claim to repair or replace their device.
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]
We are sorry for any issues the consumer had with their device. When a claim is filed online the consumer is instructed to provide a description of their issue and select problem codes that would coincide. The consumer selected several problem codes that would indicate Accidental Damage...
from Handling. Since the consumers standard warranty coverage does not include Accidental Damage from Handling the claim was automatically denied. After reviewing the consumers written description of the issue we feel these codes were selected in error. We have made several attempts to reach out to the consumer and each time we are presented with a message stating "The person you are calling has blocked your phone number." At this time we need the consumer to contact SquareTrade to finish the claim process
Initial Business Response /* (1000, 5, 2015/12/22) */
We apologize for the issue the consumer experienced with their device. The consumer has been contacted to resolve the complaint. He indicated that the phone has been replaced & does not want to move forward with keeping the warranty. We emailed...
the consumer the reseller's information in order to move forward with cancellation and refund.
Complaint Response Date bumped because: Holiday
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.
We are sorry for any issues the consumer had with their device. When the consumer purchased the item from the re-seller it appears the warranty category was listed as a TV. After the claim was filed on the device our TV technician determined the item was not a TV. SquareTrade's...
computer depots looked into the claim and determined they would not be able to service the item. Since the item can not be repaired we will be reimbursing the item cost to the consumer.
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 apologize for any inconvenience that the consumer might have experienced during this process.
As of today 2/9/2018 the consumer has responded back to us to confirm her agreement to a final resolution which has
already been set in motion. At this point the consumer is satisfied and the...
We apologize for any inconvenience that the consumer might have experienced during this process.To begin with we do not take the price of a TV set into consideration, as an extended warranty we match the tv's hardware specs when looking to replace a defective TV for a consumer.The consumer was sent...
some very attractive offers in reference to TV sets that are all newer and better than the TV he originally had. Finally in reference to mounting a TV set's it is not something that our warranty covers so we would not be able to assist the consumer in this respect.In the end feel that any of the selections offered to the consumer will be a good choice for them as the TV's are clearly superior in every way!
Complaint: [redacted]I am rejecting this response because: I provided them with the requested information on January 3, 2018. This is the identifying info I sent:
indicative of the problem that my son is experiencing.
1.The computer was purchased on [redacted] under the name of [redacted].
2.The order was placed on July 21, 2015 on [redacted].
3. The order number for the warranty on [redacted] is [redacted]. It was for three years.
This is the information that was given to Square Trade to locate the account on January 3, 2018. They should be able to use this to find it. It is what we used on [redacted] yo locate the order since no documentation was sent by Square Trade I want the full amount that was paid if they cannot locate the warranty or honor it.
Sincerely,[redacted]
We apologize for any delays experienced, once a request for refund is initiated it can take 24-48 hours for it to be processed. Depending on the banking institute it may take an additional 7-10 days for the funds to be reimbursed. According to our records, the reimbursement was...
processed [redacted], back through the original payment method used. We appreciate the consumer patience
We're truly sorry that the consumer had issues being compensated for their device.To make the consumer "Good Again", we're sending a check out in the amount of $[redacted]. The consumer should receive the check in 7-10 business days.
We appreciate the consumers patience while we resolved this...
Per our Terms & Agreements the consumer is responsible for purchase the correct SquareTrade Protection Plan for the Product based on condition, price or purchase location. Since this is an invalid warranty we are unable to provide any warranty service and will be canceling and refunding the warranty.
Complaint: [redacted]I am rejecting this response because: The device is an OUTDOOR Camera, Manufactured to be mounted OUTDOORS permanently. Nothing leaked into or was spilled in it. The device failed because of a defect in manufacturing or reason beyond the end user's control. I do not see how an OUTDOOR camera that fails under normal environmental working conditions and through no act of god or anything the end user did. I desire binding arbitration under terms of both the warranty and the Revdex.com procedures.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize for the issue the consumer experienced. Per Terms & Conditions, If You cancel after the first thirty (30) days from purchase of this Service Agreement, You will receive a pro rata refund based on the time remaining on Your Service...
Agreement.
Since this is a special circumstance, we have refunded the consumer for the full amount of the warranty.
We are sorry for any issues the consumer had registering their device. Generally, when an item and warranty is purchased from [redacted] we are able to locate the consumer's account with their [redacted] membership number. In some cases, there are issues with the information sent over and...
we require the proof of purchase of the device and warranty so our back office team can have it recreated in our system. At this time the consumer's warranty is has been registered and can be located using the consumer's name, email address, or phone number.
Initial Business Response /* (1000, 5, 2015/09/29) */
Hi [redacted],
>
> Recently, you had an unsatisfactory experience with SquareTrade. We'd like
> to apologize.
>
>
> I found out from our accounting department that the Paypal credit that was
> scheduled for Friday did not occur. They will...
process those credits
> tomorrow.
>
>
> Because of the continued delay and the incorrect information you were
> given we would like to give you a full refund on the warranty. I have
> processed a check that will be sent overnight tomorrow and you should
> receive on Wednesday. If you do not receive the check on Wednesday please
> let me know.
>
>
> If you have any additional questions you can reply to this email or call
> me. If you reach my voice mail, please leave your name, the ticket number
> written in the subject of this email, and the best number to reach you.
>
> Sincerely,
> [redacted] C.
> The SquareTrade Team
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
Thank you so much for your assistance [redacted]. I will look for the check to
arrive no later than Wednesday and if I run into any additional problems I
will reach out.
Thanks so much.
[redacted]
Final Consumer Response /* (2000, 10, 2015/09/30) */
Hello,
I was able to get my issue resolved thankfully! I checked the Revdex.com website and under Square trade there was another number for the customer complain line. I spoke to a gentleman who was extremely helpful and resolved my issue immediately. Thank you so much for assisting me with this issue.
We apologize for any inconvenience the consumer may have experienced with our claims process.
Since this complaint was filed we have provided the consumer an alternative resolution. The details of this resolution was sent to the consumer on 01/05/2018, we hope this result proves to be...
satisfactory and appreciate his patience while this was investigated.
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 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.
We apologize to the consumer that the replacement device had issues.We like to do whatever we can turn the consumers experience around. We have reached out to the consumer to discuss the desired resolution as well as gave an option for another claim to repair or replace their device.
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]
We are sorry for any issues the consumer had with their device. When a claim is filed online the consumer is instructed to provide a description of their issue and select problem codes that would coincide. The consumer selected several problem codes that would indicate Accidental Damage...
from Handling. Since the consumers standard warranty coverage does not include Accidental Damage from Handling the claim was automatically denied. After reviewing the consumers written description of the issue we feel these codes were selected in error. We have made several attempts to reach out to the consumer and each time we are presented with a message stating "The person you are calling has blocked your phone number." At this time we need the consumer to contact SquareTrade to finish the claim process
Initial Business Response /* (1000, 5, 2015/12/22) */
We apologize for the issue the consumer experienced with their device. The consumer has been contacted to resolve the complaint. He indicated that the phone has been replaced & does not want to move forward with keeping the warranty. We emailed...
the consumer the reseller's information in order to move forward with cancellation and refund.
Complaint Response Date bumped because: Holiday
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.
We are sorry for any issues the consumer had with their device. When the consumer purchased the item from the re-seller it appears the warranty category was listed as a TV. After the claim was filed on the device our TV technician determined the item was not a TV. SquareTrade's...
computer depots looked into the claim and determined they would not be able to service the item. Since the item can not be repaired we will be reimbursing the item cost to the consumer.
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 apologize for any inconvenience that the consumer might have experienced during this process.
As of today 2/9/2018 the consumer has responded back to us to confirm her agreement to a final resolution which has
already been set in motion. At this point the consumer is satisfied and the...
problem is resolved.
We apologize for any inconvenience that the consumer might have experienced during this process.To begin with we do not take the price of a TV set into consideration, as an extended warranty we match the tv's hardware specs when looking to replace a defective TV for a consumer.The consumer was sent...
some very attractive offers in reference to TV sets that are all newer and better than the TV he originally had. Finally in reference to mounting a TV set's it is not something that our warranty covers so we would not be able to assist the consumer in this respect.In the end feel that any of the selections offered to the consumer will be a good choice for them as the TV's are clearly superior in every way!
Complaint: [redacted]I am rejecting this response because: I provided them with the requested information on January 3, 2018. This is the identifying info I sent:
indicative of the problem that my son is experiencing.
1.The computer was purchased on [redacted] under the name of [redacted].
2.The order was placed on July 21, 2015 on [redacted].
3. The order number for the warranty on [redacted] is [redacted]. It was for three years.
This is the information that was given to Square Trade to locate the account on January 3, 2018. They should be able to use this to find it. It is what we used on [redacted] yo locate the order since no documentation was sent by Square Trade I want the full amount that was paid if they cannot locate the warranty or honor it.
Sincerely,[redacted]
We apologize for any delays experienced, once a request for refund is initiated it can take 24-48 hours for it to be processed. Depending on the banking institute it may take an additional 7-10 days for the funds to be reimbursed. According to our records, the reimbursement was...
processed [redacted], back through the original payment method used. We appreciate the consumer patience
We're truly sorry that the consumer had issues being compensated for their device.To make the consumer "Good Again", we're sending a check out in the amount of $[redacted]. The consumer should receive the check in 7-10 business days.
We appreciate the consumers patience while we resolved this...
issue!
Per our Terms & Agreements the consumer is responsible for purchase the correct SquareTrade Protection Plan for the Product based on condition, price or purchase location. Since this is an invalid warranty we are unable to provide any warranty service and will be canceling and refunding the warranty.
Complaint: [redacted]I am rejecting this response because: The device is an OUTDOOR Camera, Manufactured to be mounted OUTDOORS permanently. Nothing leaked into or was spilled in it. The device failed because of a defect in manufacturing or reason beyond the end user's control. I do not see how an OUTDOOR camera that fails under normal environmental working conditions and through no act of god or anything the end user did. I desire binding arbitration under terms of both the warranty and the Revdex.com procedures.
Sincerely,[redacted]