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 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 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 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.
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 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.
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. 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, 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 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.
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 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.
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]
Initial Business Response /* (1000, 5, 2015/07/26) */
We are sorry the consumer delays in the approval of their claim.
When a claim is filed on-line the system takes key words and interprets the claim. In this case the word "water" was flagged and the system did not approve the claim as there was...
water exposure and this particular warranty does not have accidental coverage. The system was obviously incorrect as this device requires water to operate.
We have approved a claim and will reimburse the consumer for a repair. If a repair is not possible then we will reimburse the consumer for the price they paid for the device.
We apologize for the service delays the consumer experienced. We initially approved the consumer for a repair, but when this option choose to not be sufficient we migrated to offering the consumer a replacement television. If the consumer is dissatisfied with the replacement offer we would request...
that he replies to our offer email so we can proceed with the next steps in the claim process. Due the inconvenience experienced, we have also refunded half of the warranty's purchasing price.
We appreciate the consumer's patience, and whenever we receive a reply on our replacement offer email we will further assist .
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 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!
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...
We apologize for any inconvenience that the consumer might have experienced during this process.
Here at Square Trade we try to assist our customer's in any way we can. In reference to the consumer's item in particular
there have been several issues dating back since 2015. The last issue was one...
where the consumer stated that the item does not focus correctly and becomes blurry at times.
We have just recently as 3/30/2018 advised the customer to send the device back to us so that we can attempt to fix the issue the customer is stating he has.
One of the issues we had is with duplicating this problem with our technicians as the item passes all diagnostics tests and no signs of any problem arise.
In a effort to make the consumer whole we have even offered to have him send his item in to the manufacturer and we will pay for the repairs. In addition to answer the consumer's question he would not have to pay for shipping to and from the manufacturer as this is covered by our warranty.
We have tried to assist the customer in every way we have available. First we tried having our techs fix the issue, next we advised the customer to bring it to a local repair shop or even send it to the manufacturer for repair. The consumer feels that none of these options are acceptable when in fact these are all reasonable resolutions to this matter.
In reference to the customer's box, our technicians discard them on a daily basis specifically if they believe that repackaging the item in that box can cause the unit further damage.
We are not able to retrieve the box as it was thrown out and our company even went to the extent of offering the consumer compensation for his box so that he may purchase a new one.
In conclusion the consumer has one final claim that he filed on 3/30/2018 and I sincerely advise that he take advantage of it as we our bound to find the consumer a satisfactory closure through it!
This claim will be open for no longer than 90 days after which time the warranty is fully concluded and no additional assistance will be made available.
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 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 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 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.
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 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.
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. 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, 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 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.
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 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.
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]
Initial Business Response /* (1000, 5, 2015/07/26) */
We are sorry the consumer delays in the approval of their claim.
When a claim is filed on-line the system takes key words and interprets the claim. In this case the word "water" was flagged and the system did not approve the claim as there was...
water exposure and this particular warranty does not have accidental coverage. The system was obviously incorrect as this device requires water to operate.
We have approved a claim and will reimburse the consumer for a repair. If a repair is not possible then we will reimburse the consumer for the price they paid for the device.
We apologize for the service delays the consumer experienced. We initially approved the consumer for a repair, but when this option choose to not be sufficient we migrated to offering the consumer a replacement television. If the consumer is dissatisfied with the replacement offer we would request...
that he replies to our offer email so we can proceed with the next steps in the claim process. Due the inconvenience experienced, we have also refunded half of the warranty's purchasing price.
We appreciate the consumer's patience, and whenever we receive a reply on our replacement offer email we will further assist .
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 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!
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!
We apologize for any inconvenience that the consumer might have experienced during this process.
Here at Square Trade we try to assist our customer's in any way we can. In reference to the consumer's item in particular
there have been several issues dating back since 2015. The last issue was one...
where the consumer stated that the item does not focus correctly and becomes blurry at times.
We have just recently as 3/30/2018 advised the customer to send the device back to us so that we can attempt to fix the issue the customer is stating he has.
One of the issues we had is with duplicating this problem with our technicians as the item passes all diagnostics tests and no signs of any problem arise.
In a effort to make the consumer whole we have even offered to have him send his item in to the manufacturer and we will pay for the repairs. In addition to answer the consumer's question he would not have to pay for shipping to and from the manufacturer as this is covered by our warranty.
We have tried to assist the customer in every way we have available. First we tried having our techs fix the issue, next we advised the customer to bring it to a local repair shop or even send it to the manufacturer for repair. The consumer feels that none of these options are acceptable when in fact these are all reasonable resolutions to this matter.
In reference to the customer's box, our technicians discard them on a daily basis specifically if they believe that repackaging the item in that box can cause the unit further damage.
We are not able to retrieve the box as it was thrown out and our company even went to the extent of offering the consumer compensation for his box so that he may purchase a new one.
In conclusion the consumer has one final claim that he filed on 3/30/2018 and I sincerely advise that he take advantage of it as we our bound to find the consumer a satisfactory closure through it!
This claim will be open for no longer than 90 days after which time the warranty is fully concluded and no additional assistance will be made available.