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.
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 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!
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, 2015/06/23) */
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 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 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]
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, 2015/09/14) */
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, 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.
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.
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. Sincerely, [redacted]
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: the response is a load of crap. The receipts were 100% crystal clear. One receipt was for a deposit on the parts and the labor. The second receipt was for the remainder or balance due. There was also a legend that specifically stated "Total amount paid/total amount of repair= $X"
This company is lying. If they cut me a check on 6/19, where is it? Is it coming by pony express? The work was performed weeks ago.
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: It was communicated from [redacted] and the representatives I was working with that Square Trade's Kindle team was managing this matter. Further, [redacted] customer service indicates that I purchased a third party protection plan from Square Trade and need to handle the matter directly with them. If there is another team within Square Trade, please provide their Revdex.com information and I will submit the complaint with them.
Also note, I have not received an email from Square Trade providing the direct contact for the appropriate Kindle team.
Sincerely,[redacted]
Revdex.com:Cancel my contract, you guy will never get business
From me or any other family members.
Sent
I have reviewed the response made by the business in reference to complaint ID 12571123, and find that this resolution is satisfactory to me. Sincerely, James E Higdon Sr
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer had purchased a item from a company we do not offer warranties for. The consumer went on the web
and purchased a warranty which is solely for items purchased from that specific website. We...
advised the consumer
that as a result they have a invalid warranty and at this time all we can do is offer a refund on the warranty purchase price.
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.
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 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!
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, 2015/06/23) */
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 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!
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 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]
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, 2015/09/14) */
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, 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.
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.
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. Sincerely, [redacted]
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: the response is a load of crap. The receipts were 100% crystal clear. One receipt was for a deposit on the parts and the labor. The second receipt was for the remainder or balance due. There was also a legend that specifically stated "Total amount paid/total amount of repair= $X"
This company is lying. If they cut me a check on 6/19, where is it? Is it coming by pony express? The work was performed weeks ago.
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: It was communicated from [redacted] and the representatives I was working with that Square Trade's Kindle team was managing this matter. Further, [redacted] customer service indicates that I purchased a third party protection plan from Square Trade and need to handle the matter directly with them. If there is another team within Square Trade, please provide their Revdex.com information and I will submit the complaint with them.
Also note, I have not received an email from Square Trade providing the direct contact for the appropriate Kindle team.
Sincerely,[redacted]
Revdex.com:Cancel my contract, you guy will never get business
From me or any other family members.
Sent
I have reviewed the response made by the business in reference to complaint ID 12571123, and find that this resolution is satisfactory to me. Sincerely, James E Higdon Sr
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer had purchased a item from a company we do not offer warranties for. The consumer went on the web
and purchased a warranty which is solely for items purchased from that specific website. We...
advised the consumer
that as a result they have a invalid warranty and at this time all we can do is offer a refund on the warranty purchase price.