Complaint: [redacted]I am rejecting this response because: Square Trade did in fact call AND email me and I responded to their email with all the information they asked for. They are absolutely trying to avoid honoring the warranty that I purchased from them in good faith!!!!Sincerely,[redacted]
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 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.
Initial Business Response /* (1000, 5, 2015/09/14) */
We are sorry the consumer had issues with their device.
As stated in out Terms and Conditions, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall...
not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount".
As the consumer stated the remaining amount on the warranty would not be enough to purchase a replacement computer with the features of their computer. To make the consumer whole we will reimburse them what they paid for the device. When possible this is what we try to do to ensure our consumers have a better experience.
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 received no email from SquareTrade as referenced in their response. I waited 2 days and called SquareTrade and they not only had no information regarding a replacement being sent to me, they had closed the claim entirely. After being put on hold by one CSR for 10 minutes, he hung up on me and I had to call back again and start over with a new CSR. This CSR was nice enough to actually keep me on the line and created a new claim. This CSR advised that new phone would be sent but I would have to be charged the deductible. Since SquareTrade was the company that refurbished the phone on a problem that can't be fixed, and got it work long enough to be outside their 30 day return window, I would like my deductible refunded completely. A refund of the deductible would satisfy the complaint. Sincerely,[redacted]
We are sorry for any issues the consumer had during their reimbursement process. When the warranty was initially canceled, the warranty cost was refunded back to the re-seller account from which it was purchased. Since the consumer wanted their reimbursement via check we have processed and...
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device.
The payment for $39.99 was for a refund of the warranty based on our repair guarantee and not a payout of the device. We have resent that check and have sent a check in the amount of...
$129.99 for the payout of the device.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.
Initial Business Response /* (1000, 9, 2016/03/01) */
We apologize for the issue the consumer experienced with their device at this time we no longer offer coverage on drone units & the consumer was informed of this however we will make an exception to payout the consumer. The check is being...
processed & the consumer will receive a confirmation when it has been sent.
Initial Consumer Rebuttal /* (2000, 11, 2016/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with their phone.
When we have the inventory we do send a replacement phone. At the time of the claim we did not have the phones in inventory. There were delays with the system that made it look like the...
consumer did not send the proof of purchase, but they had. We are also addressing the issue we have with our calls not being taken by our specialist. We are in the process of hiring additional specialist and opening a second call center in the U.S.
The consumer did have their phone repaired locally and we are reimbursing the consumer for the repair cost. Due to the delays in service we waived the deductible. They should be reimbursed by the end of this week.
Complaint: [redacted]I am rejecting this response because: Although Square Trade finally corrected the issue, by paying out the value of the phone, it was only after several weeks and multiple phone calls in which we were constantly lied to, as well as having to inform Squaretrade that a complaint was filed to the Revdex.com. The expectation was that we would send the phone in and a replacement was available we would receive our phone the next day. We were sent a confirmation on April 5, [redacted] that our claim was approved, and shipped the phone out, Square Trade confirmed receipt of the phone on April 6, [redacted] Shortly after, we received information letting us know that our phone could not be fixed and we would receive a replacement. We then received another call indicating that they had a replacement phone but it was not the same color as our original. We told Square Trade we were fine with the color and please send the phone.
A few days went by and no phone was sent. I contacted SquareTrade and spoke to Adi (among numerous others) who told me the phone was shipped but could not provide me a tracking number. The charade went on for the next week or so as subsequent calls led to my wife and I talking to just about every employee Squaretrade has working in [redacted]. Each telling us that Eddie their manager would call us back which never happend.
Although the issue was finally was resolved on April 18th it is concerning that this company seemed to do it's best to make things very difficult for us. We purchased the insurance in order to replace a phone in the event it was damaged. What should have been a relatively easy transaction turned into a very frustrating matter. Because the phone was my teenage sons and he needsyit to communicate with us, it would have been nice if Square Trade would have handled this matter professionally and promptly. Unfortunately I don't believe that those qualities exsist at SquareTrade.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/02/05) */
We apologize for the issue the consumer experienced with their device. The check has been reissued & the customer should receive it by 2/8/2016. The consumer has been contacted & is aware of the resolution.
Initial Consumer Rebuttal /*...
(3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the check. This is supposedly the second check they sent out that has not been received. I would like this check to be sent out overnight, signature required.
Final Business Response /* (4000, 9, 2016/02/17) */
We have issued two checks to the consumer and they were not received. The consumer provided an alternative address & we resent the check. We are not able to overnight the check but it has been reissued & the consumer can expect to receive it within 7-10 business days.
Complaint:[redacted]I am rejecting this response because: the power supply is not an accessory. The system DOES NOT work without it. Again if they are refusing to cover this I want the full amount I paid for the coverage back. Also again no where in the information that I received when I signed up for this coverage plan did it state this would not be covered. You can say even go on Square Trades website and it doesn't state this when you look at the information on video game system coverage. So at the end of the day all Square Trade did was falsely advertise protection and steal my money.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
instill have not received my check. My parents live at the other address that square trade has on file and the other help that they "supposedly" sent did not come to that address either. Where is my check?Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: please tell me the dates for which insurance needs to be shown and I will provide it Sincerely,[redacted]
Unfortunately, the consumer called nearly a full month after the warranty for the device had expired. According to our records and the consumer's complaint, we show the consumer contacted us [redacted] PM. The warranty expired on 3/10/2017 at [redacted] AM, effectively competing...
Squaretrade's obligation as noted in the service contract. Moving forward, there is nothing more Squaretrade is able to provide in connection with this warranty.
We are sorry for any issue the consumer experienced with their device. SquareTrade apologizes for the delay in resolving this matter. According to our records, some of the information we received from the reseller concerning the consumer's TV was incorrect. Due to this incorrect information,...
confusion around the model number and unit price caused quite a bit of a delay. Working alongside the reseller, we were able to confirm the correct device information and proceed with the replacement option. Unfortunately, it appeared that the TV was unable to be shipped and could only be picked up, causing additional delays. We have since processed a full reimbursement for the purchase price of the consumer TV. We show a check was processed 6/28/** and generally can take 7-10 day to arrive.
SquareTrade did not uphold their end of the agreement. I was promised a refund of $[redacted] but the check that they sent was only for $**. I tried calling SquareTrade about this but they acted like this was the first they’d heard of the issue. Please re-open my complaint. Thank you, [redacted]
Complaint: [redacted]I am rejecting this response because: Square Trade did in fact call AND email me and I responded to their email with all the information they asked for. They are absolutely trying to avoid honoring the warranty that I purchased from them in good faith!!!!Sincerely,[redacted]
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 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.
Initial Business Response /* (1000, 5, 2015/09/14) */
We are sorry the consumer had issues with their device.
As stated in out Terms and Conditions, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall...
not exceed the Coverage Amount. In the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount".
As the consumer stated the remaining amount on the warranty would not be enough to purchase a replacement computer with the features of their computer. To make the consumer whole we will reimburse them what they paid for the device. When possible this is what we try to do to ensure our consumers have a better experience.
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer was sent a email on 2/5/2018 confirming that their receipt was received and that there warranty is valid!
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 received no email from SquareTrade as referenced in their response. I waited 2 days and called SquareTrade and they not only had no information regarding a replacement being sent to me, they had closed the claim entirely. After being put on hold by one CSR for 10 minutes, he hung up on me and I had to call back again and start over with a new CSR. This CSR was nice enough to actually keep me on the line and created a new claim. This CSR advised that new phone would be sent but I would have to be charged the deductible. Since SquareTrade was the company that refurbished the phone on a problem that can't be fixed, and got it work long enough to be outside their 30 day return window, I would like my deductible refunded completely. A refund of the deductible would satisfy the complaint. Sincerely,[redacted]
We are sorry for any issues the consumer had during their reimbursement process. When the warranty was initially canceled, the warranty cost was refunded back to the re-seller account from which it was purchased. Since the consumer wanted their reimbursement via check we have processed and...
mailed a check for the warranty cost.
Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device.
The payment for $39.99 was for a refund of the warranty based on our repair guarantee and not a payout of the device. We have resent that check and have sent a check in the amount of...
$129.99 for the payout of the device.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.
Initial Business Response /* (1000, 9, 2016/03/01) */
We apologize for the issue the consumer experienced with their device at this time we no longer offer coverage on drone units & the consumer was informed of this however we will make an exception to payout the consumer. The check is being...
processed & the consumer will receive a confirmation when it has been sent.
Initial Consumer Rebuttal /* (2000, 11, 2016/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/04) */
We are sorry the consumer had an issue with their phone.
When we have the inventory we do send a replacement phone. At the time of the claim we did not have the phones in inventory. There were delays with the system that made it look like the...
consumer did not send the proof of purchase, but they had. We are also addressing the issue we have with our calls not being taken by our specialist. We are in the process of hiring additional specialist and opening a second call center in the U.S.
The consumer did have their phone repaired locally and we are reimbursing the consumer for the repair cost. Due to the delays in service we waived the deductible. They should be reimbursed by the end of this week.
Complaint: [redacted]I am rejecting this response because: Although Square Trade finally corrected the issue, by paying out the value of the phone, it was only after several weeks and multiple phone calls in which we were constantly lied to, as well as having to inform Squaretrade that a complaint was filed to the Revdex.com. The expectation was that we would send the phone in and a replacement was available we would receive our phone the next day. We were sent a confirmation on April 5, [redacted] that our claim was approved, and shipped the phone out, Square Trade confirmed receipt of the phone on April 6, [redacted] Shortly after, we received information letting us know that our phone could not be fixed and we would receive a replacement. We then received another call indicating that they had a replacement phone but it was not the same color as our original. We told Square Trade we were fine with the color and please send the phone.
A few days went by and no phone was sent. I contacted SquareTrade and spoke to Adi (among numerous others) who told me the phone was shipped but could not provide me a tracking number. The charade went on for the next week or so as subsequent calls led to my wife and I talking to just about every employee Squaretrade has working in [redacted]. Each telling us that Eddie their manager would call us back which never happend.
Although the issue was finally was resolved on April 18th it is concerning that this company seemed to do it's best to make things very difficult for us. We purchased the insurance in order to replace a phone in the event it was damaged. What should have been a relatively easy transaction turned into a very frustrating matter. Because the phone was my teenage sons and he needsyit to communicate with us, it would have been nice if Square Trade would have handled this matter professionally and promptly. Unfortunately I don't believe that those qualities exsist at SquareTrade.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/02/05) */
We apologize for the issue the consumer experienced with their device. The check has been reissued & the customer should receive it by 2/8/2016. The consumer has been contacted & is aware of the resolution.
Initial Consumer Rebuttal /*...
(3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the check. This is supposedly the second check they sent out that has not been received. I would like this check to be sent out overnight, signature required.
Final Business Response /* (4000, 9, 2016/02/17) */
We have issued two checks to the consumer and they were not received. The consumer provided an alternative address & we resent the check. We are not able to overnight the check but it has been reissued & the consumer can expect to receive it within 7-10 business days.
Complaint:[redacted]I am rejecting this response because: the power supply is not an accessory. The system DOES NOT work without it. Again if they are refusing to cover this I want the full amount I paid for the coverage back. Also again no where in the information that I received when I signed up for this coverage plan did it state this would not be covered. You can say even go on Square Trades website and it doesn't state this when you look at the information on video game system coverage. So at the end of the day all Square Trade did was falsely advertise protection and steal my money.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
instill have not received my check. My parents live at the other address that square trade has on file and the other help that they "supposedly" sent did not come to that address either. Where is my check?Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: please tell me the dates for which insurance needs to be shown and I will provide it Sincerely,[redacted]
Unfortunately, the consumer called nearly a full month after the warranty for the device had expired. According to our records and the consumer's complaint, we show the consumer contacted us [redacted] PM. The warranty expired on 3/10/2017 at [redacted] AM, effectively competing...
Squaretrade's obligation as noted in the service contract. Moving forward, there is nothing more Squaretrade is able to provide in connection with this warranty.
We are sorry for any issue the consumer experienced with their device. SquareTrade apologizes for the delay in resolving this matter. According to our records, some of the information we received from the reseller concerning the consumer's TV was incorrect. Due to this incorrect information,...
confusion around the model number and unit price caused quite a bit of a delay. Working alongside the reseller, we were able to confirm the correct device information and proceed with the replacement option. Unfortunately, it appeared that the TV was unable to be shipped and could only be picked up, causing additional delays. We have since processed a full reimbursement for the purchase price of the consumer TV. We show a check was processed 6/28/** and generally can take 7-10 day to arrive.
SquareTrade did not uphold their end of the agreement. I was promised a refund of $[redacted] but the check that they sent was only for $**. I tried calling SquareTrade about this but they acted like this was the first they’d heard of the issue. Please re-open my complaint. Thank you, [redacted]