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.
Complaint: [redacted]I am rejecting this response because:
I went on the website to complete the transaction and the only phones that were available are [redacted] EDGE devices which I don't have nor nor want. If Square trade would provide additional options I may accept a different one but not the S6 edge.
My preferred outcome to have this matter resolved is either to reimburse me for a new phone as promised or If you provide additional options for a different Samsung phone in stock, I may accept. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with their device. Per the Terms & Conditions, The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's...
warranty, but provides certain additional benefits during the term of the manufacturer's warranty. The consumer's claim has been approved for repair. Due to the consumer's experience the warranty has been refunded.
Complaint Response Date bumped because: Holiday
We are sorry for any issues the consumer experienced with their device.
According to our records, the reason for the delay was the lack of clarity of the receipts. As the receipt did not show the repairs performed nor a breakdown of charges, we required additional time to verify the information...
with the repair location. We show that the repair receipt has since been verified and a check processed for the remaining cost as of 6/19.
We apologize for any confusion experienced regarding our service contract.
According to the resellers warranty listing it states, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last 30 days.", below is the attached verbiage exactly as it appears on the site. Moreover, the service contract also states, "YOUR RESPONSIBILITIES:... Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location.". Due to this we have canceled the consumer's warranty and refunded the purchase to the payment method originally used. We apologize if this was not a current card of the consumers, we have since issued a check for the full reimbursement price of the warranty. Regarding any perceived predatory actions, SquareTrade apologizes for any confusion, all actions taken by us have been in accordance with our terms and conditions provided at the time of sale and provided to the consumer post-sale.
We are sorry the consumer experienced issues with the unit. Per our Terms and Conditions as outlined in section "What is not covered" Consumer replaceable or consumable batteries unless Battery Coverage has been offered and purchased at the time of sale with Your Protection Plan.The stylus...
pen is viewed to be consumer replaceable and therefore not covered.
We apologize for any difficulty the consumer experienced with their claim.
Whenever Squaretrade provides a mail in repair to a consumer, Squaretrade will migrate the resolution to either reimbursement or replacement if the item is irreparable. We have attempted to reach out to the consumer...
to further discuss resolving this situation, and at this time we are waiting for the consumer to return our calls.
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.
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 .
The consumer was never instructed to purchase a new phone & claim was never approved for replacement. Unfortunately we are unable to make an exception to payout the customer for the device as the device is irretrievable. Per terms & conditions, we do not cover devices that are lost, stolen or irretrievable.
Initial Business Response /* (1000, 5, 2015/10/19) */
We apologize that 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.
To resolve, the consumer took their...
device to an authorized local dealer to be repaired. As a courtesy we also refunded the consumer's deductible.
We understand the concern of the consumer in reference to the absence of an email detailing the shipping directions. As it turns out, we show that since the proof of purchase requested at the time was not received and resulted in the claim not being processed until [redacted]. Since the email detailing these instructions was delayed, we will be making an exception to approve a full reimbursement of the product.
Complaint: [redacted]I am rejecting this response because: As of today 6/19/20**. I have filed another claim for the same TV, with same sound issue. I spoke to an Ashley, in which I requested a supervisor. I was told by Ashley that my claim will now be turned over to the Tier II (Failed Attempt Team). But was not turned over to a supervisor. I later called back, because I have to get my self control back, so that I can speak to them again. This time I get a guy named Clark. He explained that my claim generated today would still fall under the claim I submitted on Jun5. That was understandable. So I asked for a supervisor AGAIN. Clarke then asked me why. So, I proceeded to say, that given that there has been 5 claims on this TV, and that my confidence level has greatly diminished with their company...that I see no reason why would I have to BEG for to talk to a supervisor. He then put me on an over 30 minutes plus hold...that I am still on as I type this response. Oh wait a minute...Clarke comes back to ask me did I trouble shoot the TV. So I told him, Why am I STILL talking to you, please put your supervisor on. Now I am on HOLD AGAIN!
So this is why I am not accepting this response. I am about to close, and I am still waiting.............SAD!Sincerely,[redacted]
Sincerely,[redacted]
We are sorry for any issues the consumer had with their account. The consumer purchased a warranty that had a maximum coverage amount of [redacted] for their [redacted] TV. When SquareTrade sources a TV we ensure the consumer is receiving a device of equal specs and functionality. With the consumers warranty only covering up to [redacted] of coverage, a comparable TV to their original model could not be located in that price range. According to the consumers service agreement, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Service Agreement shall not exceed the Coverage Amount of the Product." Per the consumers service agreement a reimbursement was the only viable option because of the limited coverage amount of the warranty.
Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their appliance device. There was a delay to receive the second part needed for the repair. To resolve the claim we are paying the consumer out for their device. The consumer has been...
contacted and informed about the resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 11, 2016/01/28) */
no follow up, no communication, and laptop has been out of my hands for almost a month now for repairs.
I sent my sons laptop in for repairs and then had the same issue again, when he finally went on break from school I was able to send it in. I was told on the phone that it had to have the same issue 3 times to get a refund. I waited almost 2 weeks with no update before I decided to call. when I called the representative told me that it looks like the computer cannot be repaired and I should get an e-mail in about 24 hours with an update. I waited two days before I called back. I spoke to a representative explaining my issues and he asked if he could put me on hold. I sat on hold for about 15 minutes before he returned to say he has been on hold with the 3rd party repair company. I asked to get a call back since I was at work, he said yes took my number and never called back. I then called two days later and spoke to a representative and told him I was done and wanted a refund, I was transferred to a gentleman by the name of [redacted] and was told he is the only [redacted] there. I told him of my issues and at this point I wanted a refund and was just done and the lack of communication and no call backs was very frustrating. [redacted] asked if he could call the 3rd party repair company, after a few minutes I said sure. He told me he would then call me back in 20 minutes. About 45 minutes later [redacted] called back to say that he was unable to get a hold of anyone and would need to call them tomorrow and get back to me. This was 01/27/2016 I told [redacted] that was unacceptable especially with all that I have already been through. I told him I wanted a refund and he said he was unable to do that, I asked to speak to his manager and he said hold on let me see if someone is here. when he picked back up the line he said he was the only supervisor. I asked him to put me in the escalation queue so someone could call me back he said he could not do that. The only offer he had for me was corporates number or wait until 02/03/16 and then the refund would happen automatically. I told him that was not acceptable. [redacted] continued with that he could not assist me any further and could not have anyone call me back. I took corporates number and told him to have a nice day and ended the call. I am beyond frustrated with this company and feel like they want the warranty to run out so they don't have to replace or refund the product
refund or replacement of laptop
Final Business Response /* (4000, 13, 2016/02/10) */
This complaint is regarding an entirely different issue. The consumer will need to close this complaint & open a new complaint with Revdex.com.
Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer was misinformed regarding how the process works when a claim is filed.
We are contacting our sellers to make sure that their sales people are giving proper information regarding deductibles on claims.
We have worked...
out a claim so that the consumer does not have to pay a deductible. This is an option we have and it depends on the repair cost as to whether we will wave the deductible or not.
Complaint: [redacted]I am rejecting this response because: I don't believe the response from squaretrade acknowledges that dire support that I received. I understand that some basic troubleshooting must be done and I did that on the first ticket I opened up. And then I was forced to do it again on the second ticket I opened up and then when that ticket was closed by squaretrade and I called without opening up a ticket I was asked to do troubleshooting again and I refused. I have zero problems with squaretrade needing to do troubleshooting on my first call but closing tickets I opened without approval, putting me on lengthy holds, telling me that my RMA would be approved but the "system" was down and try back in 24-48 hours is unacceptable. I have been without tablet for 5 weeks now. I am not interested in waiting another 2 or 3 or 4 weeks for a resolution. I would like my warranty coverage of [redacted] sent to me. I will send the tablet to squaretrade if they want. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: The company is not being truthful. They sent me a letter with the returned headphones saying that I sent in the wrong headphones for the policy that I purchased. My headphones were still attached to each other when I sent them. I cannot confirm that the picture they sent where my headphones. My headphones were not packaged like that when I sent them. This is a piciture that they took after they broke my headphones, if this is actually a photograph of my headphones.Sincerely,[redacted]
We are sorry for any issues the consumer experienced with their device.
We apologize for any confusion or misunderstanding regarding the claim. To ensure that the consumer is able to complete a repair, we have approved to have them go to a local genius bar for repairs. We have sent an email to...
the consumer advising how to complete the claim and submit the invoice. Moving forward, we will be communicating with the consumer directly to assist in the process.
I have not received any type of refund as of yet since the issue has been resolved! How do we resolve this finally?
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.
Complaint: [redacted]I am rejecting this response because:
I went on the website to complete the transaction and the only phones that were available are [redacted] EDGE devices which I don't have nor nor want. If Square trade would provide additional options I may accept a different one but not the S6 edge.
My preferred outcome to have this matter resolved is either to reimburse me for a new phone as promised or If you provide additional options for a different Samsung phone in stock, I may accept. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with their device. Per the Terms & Conditions, The Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage Term. It does not replace the manufacturer's...
warranty, but provides certain additional benefits during the term of the manufacturer's warranty. The consumer's claim has been approved for repair. Due to the consumer's experience the warranty has been refunded.
Complaint Response Date bumped because: Holiday
We are sorry for any issues the consumer experienced with their device.
According to our records, the reason for the delay was the lack of clarity of the receipts. As the receipt did not show the repairs performed nor a breakdown of charges, we required additional time to verify the information...
with the repair location. We show that the repair receipt has since been verified and a check processed for the remaining cost as of 6/19.
We apologize for any confusion experienced regarding our service contract.
According to the resellers warranty listing it states, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last 30 days.", below is the attached verbiage exactly as it appears on the site. Moreover, the service contract also states, "YOUR RESPONSIBILITIES:... Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location.". Due to this we have canceled the consumer's warranty and refunded the purchase to the payment method originally used. We apologize if this was not a current card of the consumers, we have since issued a check for the full reimbursement price of the warranty. Regarding any perceived predatory actions, SquareTrade apologizes for any confusion, all actions taken by us have been in accordance with our terms and conditions provided at the time of sale and provided to the consumer post-sale.
We are sorry the consumer experienced issues with the unit. Per our Terms and Conditions as outlined in section "What is not covered" Consumer replaceable or consumable batteries unless Battery Coverage has been offered and purchased at the time of sale with Your Protection Plan.The stylus...
pen is viewed to be consumer replaceable and therefore not covered.
We apologize for any difficulty the consumer experienced with their claim.
Whenever Squaretrade provides a mail in repair to a consumer, Squaretrade will migrate the resolution to either reimbursement or replacement if the item is irreparable. We have attempted to reach out to the consumer...
to further discuss resolving this situation, and at this time we are waiting for the consumer to return our calls.
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.
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 .
The consumer was never instructed to purchase a new phone & claim was never approved for replacement. Unfortunately we are unable to make an exception to payout the customer for the device as the device is irretrievable. Per terms & conditions, we do not cover devices that are lost, stolen or irretrievable.
Initial Business Response /* (1000, 5, 2015/10/19) */
We apologize that 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.
To resolve, the consumer took their...
device to an authorized local dealer to be repaired. As a courtesy we also refunded the consumer's deductible.
We understand the concern of the consumer in reference to the absence of an email detailing the shipping directions. As it turns out, we show that since the proof of purchase requested at the time was not received and resulted in the claim not being processed until [redacted]. Since the email detailing these instructions was delayed, we will be making an exception to approve a full reimbursement of the product.
Complaint: [redacted]I am rejecting this response because: As of today 6/19/20**. I have filed another claim for the same TV, with same sound issue. I spoke to an Ashley, in which I requested a supervisor. I was told by Ashley that my claim will now be turned over to the Tier II (Failed Attempt Team). But was not turned over to a supervisor. I later called back, because I have to get my self control back, so that I can speak to them again. This time I get a guy named Clark. He explained that my claim generated today would still fall under the claim I submitted on Jun5. That was understandable. So I asked for a supervisor AGAIN. Clarke then asked me why. So, I proceeded to say, that given that there has been 5 claims on this TV, and that my confidence level has greatly diminished with their company...that I see no reason why would I have to BEG for to talk to a supervisor. He then put me on an over 30 minutes plus hold...that I am still on as I type this response. Oh wait a minute...Clarke comes back to ask me did I trouble shoot the TV. So I told him, Why am I STILL talking to you, please put your supervisor on. Now I am on HOLD AGAIN!
So this is why I am not accepting this response. I am about to close, and I am still waiting.............SAD!Sincerely,[redacted]
Sincerely,[redacted]
We are sorry for any issues the consumer had with their account. The consumer purchased a warranty that had a maximum coverage amount of [redacted] for their [redacted] TV. When SquareTrade sources a TV we ensure the consumer is receiving a device of equal specs and functionality. With the consumers warranty only covering up to [redacted] of coverage, a comparable TV to their original model could not be located in that price range. According to the consumers service agreement, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Service Agreement shall not exceed the Coverage Amount of the Product." Per the consumers service agreement a reimbursement was the only viable option because of the limited coverage amount of the warranty.
Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize for the issue the consumer experienced with their appliance device. There was a delay to receive the second part needed for the repair. To resolve the claim we are paying the consumer out for their device. The consumer has been...
contacted and informed about the resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 11, 2016/01/28) */
no follow up, no communication, and laptop has been out of my hands for almost a month now for repairs.
I sent my sons laptop in for repairs and then had the same issue again, when he finally went on break from school I was able to send it in. I was told on the phone that it had to have the same issue 3 times to get a refund. I waited almost 2 weeks with no update before I decided to call. when I called the representative told me that it looks like the computer cannot be repaired and I should get an e-mail in about 24 hours with an update. I waited two days before I called back. I spoke to a representative explaining my issues and he asked if he could put me on hold. I sat on hold for about 15 minutes before he returned to say he has been on hold with the 3rd party repair company. I asked to get a call back since I was at work, he said yes took my number and never called back. I then called two days later and spoke to a representative and told him I was done and wanted a refund, I was transferred to a gentleman by the name of [redacted] and was told he is the only [redacted] there. I told him of my issues and at this point I wanted a refund and was just done and the lack of communication and no call backs was very frustrating. [redacted] asked if he could call the 3rd party repair company, after a few minutes I said sure. He told me he would then call me back in 20 minutes. About 45 minutes later [redacted] called back to say that he was unable to get a hold of anyone and would need to call them tomorrow and get back to me. This was 01/27/2016 I told [redacted] that was unacceptable especially with all that I have already been through. I told him I wanted a refund and he said he was unable to do that, I asked to speak to his manager and he said hold on let me see if someone is here. when he picked back up the line he said he was the only supervisor. I asked him to put me in the escalation queue so someone could call me back he said he could not do that. The only offer he had for me was corporates number or wait until 02/03/16 and then the refund would happen automatically. I told him that was not acceptable. [redacted] continued with that he could not assist me any further and could not have anyone call me back. I took corporates number and told him to have a nice day and ended the call. I am beyond frustrated with this company and feel like they want the warranty to run out so they don't have to replace or refund the product
refund or replacement of laptop
Final Business Response /* (4000, 13, 2016/02/10) */
This complaint is regarding an entirely different issue. The consumer will need to close this complaint & open a new complaint with Revdex.com.
Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer was misinformed regarding how the process works when a claim is filed.
We are contacting our sellers to make sure that their sales people are giving proper information regarding deductibles on claims.
We have worked...
out a claim so that the consumer does not have to pay a deductible. This is an option we have and it depends on the repair cost as to whether we will wave the deductible or not.
Complaint: [redacted]I am rejecting this response because: I don't believe the response from squaretrade acknowledges that dire support that I received. I understand that some basic troubleshooting must be done and I did that on the first ticket I opened up. And then I was forced to do it again on the second ticket I opened up and then when that ticket was closed by squaretrade and I called without opening up a ticket I was asked to do troubleshooting again and I refused. I have zero problems with squaretrade needing to do troubleshooting on my first call but closing tickets I opened without approval, putting me on lengthy holds, telling me that my RMA would be approved but the "system" was down and try back in 24-48 hours is unacceptable. I have been without tablet for 5 weeks now. I am not interested in waiting another 2 or 3 or 4 weeks for a resolution. I would like my warranty coverage of [redacted] sent to me. I will send the tablet to squaretrade if they want. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: The company is not being truthful. They sent me a letter with the returned headphones saying that I sent in the wrong headphones for the policy that I purchased. My headphones were still attached to each other when I sent them. I cannot confirm that the picture they sent where my headphones. My headphones were not packaged like that when I sent them. This is a piciture that they took after they broke my headphones, if this is actually a photograph of my headphones.Sincerely,[redacted]
We are sorry for any issues the consumer experienced with their device.
We apologize for any confusion or misunderstanding regarding the claim. To ensure that the consumer is able to complete a repair, we have approved to have them go to a local genius bar for repairs. We have sent an email to...
the consumer advising how to complete the claim and submit the invoice. Moving forward, we will be communicating with the consumer directly to assist in the process.