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.
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]
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 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.
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.
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 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.
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]
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]
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]
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.
We are sorry for any confusion experienced during the claim process. When Squaretrade processes replacements, we advised our consumer to contact us within 30 days of delivery (in case of any damage from transit or defects). Anytime after the 30 days, we are unable to return or reimburse for any...
issues. According to our records, the consumer had emailed in advising of a damaged in transit TV. We have processed a full reimbursement for the TV set, a check was sent on [redacted] and will take approximately 7-10 days to arrive.We apologize for any inconvenience and appreciate the consumer's patience as we resolve this matter.
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]
We apologize for any inconvenience that the consumer might have experienced during this process.We called our repair depot today 04/03/2018 and they advised that a replacement tablet was sent out to the consumer on 3/30/2018.The item was delivered to the address on the consumers file on 04/02/2018...
and packaged was signed off by them.As for the repair time the item was received on 3/23/2018 and was properly sent out on 03/30/2018 thereby meeting our 2-5 business day repair timeline.This brings this claim to a successful end!
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]
Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is having problems with their phone.
The warranty expired 2 months ago and we are unable to do anything for the consumer.
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.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, I've confirmed that a "new" item warranty was purchased. However, the consumer has a refurbished product, and the warranty purchased is invalid. The consumer needed to...
purchase a "refurbished" item warranty within 30 days of purchasing their refurbished device.
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.
I have not received any type of refund as of yet since the issue has been resolved! How do we resolve this finally?
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]
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 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.
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.
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 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.
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]
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]
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]
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.
We are sorry for any confusion experienced during the claim process. When Squaretrade processes replacements, we advised our consumer to contact us within 30 days of delivery (in case of any damage from transit or defects). Anytime after the 30 days, we are unable to return or reimburse for any...
issues. According to our records, the consumer had emailed in advising of a damaged in transit TV. We have processed a full reimbursement for the TV set, a check was sent on [redacted] and will take approximately 7-10 days to arrive.We apologize for any inconvenience and appreciate the consumer's patience as we resolve this matter.
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]
We apologize for any inconvenience that the consumer might have experienced during this process.We called our repair depot today 04/03/2018 and they advised that a replacement tablet was sent out to the consumer on 3/30/2018.The item was delivered to the address on the consumers file on 04/02/2018...
and packaged was signed off by them.As for the repair time the item was received on 3/23/2018 and was properly sent out on 03/30/2018 thereby meeting our 2-5 business day repair timeline.This brings this claim to a successful end!
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]
Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is having problems with their phone.
The warranty expired 2 months ago and we are unable to do anything for the consumer.
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.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, I've confirmed that a "new" item warranty was purchased. However, the consumer has a refurbished product, and the warranty purchased is invalid. The consumer needed to...
purchase a "refurbished" item warranty within 30 days of purchasing their refurbished device.