We are sorry for any issues the consumer had with their device. When a TV is experiencing display issues pictures are requested to determine the cause of the issue After these pictures are received they are reviewed and move we can forward with the claims process The picture
review team has determined the picture issue the consumer is experiencing has resulted form Accidental damage Our TV protection warranties do not protect against any issues resulting from physical damage
Complaint: ***I am rejecting this response because:
Really, squaretrade believes that by just touching the TV screen is considered physical abuse. Is it possible that a pixel exploded when I touched the screen? As I have said before, there was a circle appear on the screen. When I touched the screen to clean it the circle enlarged, the lines formed both directions with the additional circles and than the lines like lightening appeared.
My coverage covers electrical failures, screen failure. Are you 100% certain that these could not have caused this failure? The screen has failed.
Again, my complaint stands. I believe any individual reading this would agree that my concern is valid inasmuch as there is no damage to the screen or the TV casing indicating I damaged it by hitting it with a foreign object. All I did was touch the screen when the first circle appeared. Really!!! My finger caused physical damage. I don't think so.
Sincerely,*** ***
Complaint: ***I am rejecting this response because: based on numerous similar instances from other customers posted on line, Square Trade is either unable to figure out the Postal System or they are practicing deceptive business practices at best or at worst criminal mail fraud. Due to the incredible amount of frustration I encountered trying to get reimbursed, which did finally occur, I nearly gave up. Instead, after filing a criminal complaint with the ***, notifying the Revdex.com, contacting *** Corporate, and posting accurate descriptions of what I had to go through, even offering to pay the *** charges myself to get a verifiable way to ensure they actually mailed the reimbursement check, Square Trade reimbursed meSincerely,*** ***
We are sorry the consumer had an issue with their TelevisionSquaretrade provided complete transparency regarding the replacement we offered, as well as days to review the specifications.Since the replacement and all aspects of the offer was accepted by the consumer unfortunately there is
nothing further we can do
We are sorry for any issue the consumer experienced with their device.Since the consumer did call and alert Squaretrade of the issue within days of receiving the device, we have approved the phone for an additional claim minus the deductible chargeWe apologise for any inconvenience this may
have caused
Initial Business Response /* (1000, 5, 2015/08/19) */
We are sorry the consumer did not receive the reimbursement as promised
Part of the delay is the fact that there were some discrepancies with the documentation we had on fileThe consumer was able to resolve those and we proceeded with the
reimbursement
We had a number of system problems that did not allow the reimbursement to be sent out in the time that we normally send out the paymentWe have addressed those issues and are almost caught up in our backlog
We are also addressing our training so that our specialist don't just recite what the time to receive a payment but to look further is that time has been exceeded and give the consumer valid information about their case
According to our records the payment was sent via emailWe have contacted the consumer to see if they have received the payment so that we can resend it or use an alternate method of payment to make sure the consumer gets their reimbursement
We apologize for any difficulty experienced with this claim
When this issue was brought to our attention we reached out to the consumerAt this time we are working in close correspondence with him in order to determine an appropriate resolutionWe appreciate the consumer's patience while we
work to resolve this situation
When making a replacement offer SquareTrade's replacement team looks at the specifications of the consumers current television The consumer is then emailed the replacement offer with the specifications of the TV Squaretrade has located If the consumer is not happy with this model as a replacement all they would need to do is reply to the replacement offer email stating such and why This information would be taken into account and a different model television would be offered. The consumer responded to our replacement offer stating, "Yes please send that model of TV you listed below." At this point in time SquareTrade placed the order for the consumer's replacement TV SquareTrade confirms with the consumer to ensure the replacement is adequate due to the fact they can not be returned
We apologize to the consumer for the stress we have createdWe have sent the consumer the prepaid shipping label via emailAlso for the inconvenience we have also done a full refund on the consumers warrantyThe consumers warranty will still be intactWe have reached out to the consumer
explaining the process for the refund
We are sorry the consumer had issues with the shipping of their device.We will take responsibility for lost packages when we can file a claim with the shipper but as *** has no record of receiving a package with the tracking number that was on the label (emailed to the consumer by SquareTrade) SquareTrade could not file a claim with the shipperThe consumer has stated that they have no documentation that the package was accepted by ***As per our Terms and Conditions we do not cover lost itemsWe can offer the consumer a cancellation of the warranty and refund the price paid for the warrantySquareTrade has sent the consumer what we can offer
We apologize for any inconvenience that the consumer might have experienced during this process
As previously promised to the consumer an additional check has been sent out on 04/02/to complete
the total amount agreed upon to the consumer
The consumer called in and verified this information with one of our agents who confirmed the above!
We are sorry for any issues the consumer had with their device. After their device was received and inspected by our depot and audited it was determined parts would have to be ordered to complete the repairs The parts have been received by our depot and repairs to the consumer's device
are currently being completed. Due to our day repair guarantee we have processed a reimbursement check for the consumer's warranty cost
We are sorry for any confusion experienced during the warranty purchase.According to the warranty information provided by the reseller, "the warranty only covers electrical failure, not accidental damage"As the Squaretrade agent stated, "we do not offer a warranty for a TV that includes accidental
coverage"We apologize for any confusion during the warranty purchaseWe provided the warranty contract to the consumer which specifically states "Standard" coveragePer our Term and Conditions, "Our standard Protection Plan covers Mechanical and Electrical Failures that occur during use."Unfortunately, we are unable to provide coverage for an issue outside of the coverage terms
We apologize for the delay this consumer experienced regarding the shipment of his second checkWe have issued a new check for the desired amount and after it is shipped it will arrive to the consumer within 7-business daysWe also attempted to contact the consumer explaining this result, and
left a message with all relevant details
We appreciate his patience while we resolved this
We are sorry for any delays experienced during the claim process
Squaretrade does not cover devices that have been delivered to the correct address and signed for, even if by an alternate consumerWe have decided to make an exception in this situation and have processed a full refund of the
deviceThe consumer has been contacted by our resolution team and updated with an ETA for the check
We apologize for any confusion regarding the warranty limitationSquareTrade provides a detailed explanation of how and when the limit of liability is exhaustedAs previously stated, "if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan."SquareTrade provides this information to our consumers at the start of the warranty to ensure there is no miscommunication or information that is omittedDue to this, we are unable to provide any further assistance in connection with this warranty
Complaint:***I am rejecting this response because:
The business has had adequate time to respond and have not performed as they have said they would in their response
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer experienced issues with their deviceThe consumer's payout has been processed and should be received by November 12, via their selected payment method
Initial Consumer Rebuttal /* (3000, 8, 2015/11/17)
*/
I was told by the Supervisor on Sunday 11/8/that my documents were located, all emails I sent, and I that I would receive my reimbursement via paypal with in one business dayI have an email confirmation for thisI waited hours before calling backI spoke with a rep who inquired about my payment with accounting and I was told again that I would receive my payment with in one business dayThat was on 11/11/It is now 11/13/and I had to call again and ask for another supervisor who notified me that my payment would be processed today and I should receive it by tonight or tomorrowThis is what I have been times nowThe supervisor then told me they only process payment Tuesday and Friday, but could not tell me why my payment was not submitted for the Tuesday payment if the supervisor from Sunday submitted it thenI keep getting the run around and have now left a message for corporate officeIt took me a week to obtain that number as they were all unwilling to provide the numberI expect a call from the corporate office as all the reps and supervisors I have spoken with have given me the runaround and have not provided accurate informationThis needs to be addresses immediately
Final Business Response /* (4000, 10, 2015/11/19) */
The consumer was contacted on November 16th, she confirmed reimbursement has been received and the issue has been resolved
Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had issues with their device
We did not get the address corrected in our system in time to have the unit shipped to the new addressThe person receiving the item said that they took the item to a shipping office and
requested that it be shipped back to senderThe shipper is does not see that the item was ever received
Although SquareTrade did not lose the package we will take responsibility for not having the correct addressWe are reimbursing the consumer what they paid for the unitWe have discussed this with the consumer so they are aware of what we are going to do
We are sorry for any issue the consumer experienced with their device.SquareTrade has a policy detailed in the consumer's terms and conditionsThe "NO LEMON POLICY", It states, "If Your Covered Product has two (2) service repairs completed for the same problem and a third (3rd) repair is needed for
the same problem, within any twelve (12) month period, the Covered Product will be replaced with a comparable product or a cash settlement will be providedThe cost of the replacement will not exceed Your Product’s original purchase price."Unfortunately, the consumer's device would not qualify since the first issue was described as "Machine is not playing the tape with proper speed", the second repair was noted for "Does not turn on at all."Since the consumer's device has had different issues, a repair would be the next step in the claim process
We are sorry for any issues the consumer had with their device. When a TV is experiencing display issues pictures are requested to determine the cause of the issue After these pictures are received they are reviewed and move we can forward with the claims process The picture
review team has determined the picture issue the consumer is experiencing has resulted form Accidental damage Our TV protection warranties do not protect against any issues resulting from physical damage
Complaint: ***I am rejecting this response because:
Really, squaretrade believes that by just touching the TV screen is considered physical abuse. Is it possible that a pixel exploded when I touched the screen? As I have said before, there was a circle appear on the screen. When I touched the screen to clean it the circle enlarged, the lines formed both directions with the additional circles and than the lines like lightening appeared.
My coverage covers electrical failures, screen failure. Are you 100% certain that these could not have caused this failure? The screen has failed.
Again, my complaint stands. I believe any individual reading this would agree that my concern is valid inasmuch as there is no damage to the screen or the TV casing indicating I damaged it by hitting it with a foreign object. All I did was touch the screen when the first circle appeared. Really!!! My finger caused physical damage. I don't think so.
Sincerely,*** ***
Complaint: ***I am rejecting this response because: based on numerous similar instances from other customers posted on line, Square Trade is either unable to figure out the Postal System or they are practicing deceptive business practices at best or at worst criminal mail fraud. Due to the incredible amount of frustration I encountered trying to get reimbursed, which did finally occur, I nearly gave up. Instead, after filing a criminal complaint with the ***, notifying the Revdex.com, contacting *** Corporate, and posting accurate descriptions of what I had to go through, even offering to pay the *** charges myself to get a verifiable way to ensure they actually mailed the reimbursement check, Square Trade reimbursed meSincerely,*** ***
We are sorry the consumer had an issue with their TelevisionSquaretrade provided complete transparency regarding the replacement we offered, as well as days to review the specifications.Since the replacement and all aspects of the offer was accepted by the consumer unfortunately there is
nothing further we can do
We are sorry for any issue the consumer experienced with their device.Since the consumer did call and alert Squaretrade of the issue within days of receiving the device, we have approved the phone for an additional claim minus the deductible chargeWe apologise for any inconvenience this may
have caused
Initial Business Response /* (1000, 5, 2015/08/19) */
We are sorry the consumer did not receive the reimbursement as promised
Part of the delay is the fact that there were some discrepancies with the documentation we had on fileThe consumer was able to resolve those and we proceeded with the
reimbursement
We had a number of system problems that did not allow the reimbursement to be sent out in the time that we normally send out the paymentWe have addressed those issues and are almost caught up in our backlog
We are also addressing our training so that our specialist don't just recite what the time to receive a payment but to look further is that time has been exceeded and give the consumer valid information about their case
According to our records the payment was sent via emailWe have contacted the consumer to see if they have received the payment so that we can resend it or use an alternate method of payment to make sure the consumer gets their reimbursement
We apologize for any difficulty experienced with this claim
When this issue was brought to our attention we reached out to the consumerAt this time we are working in close correspondence with him in order to determine an appropriate resolutionWe appreciate the consumer's patience while we
work to resolve this situation
When making a replacement offer SquareTrade's replacement team looks at the specifications of the consumers current television The consumer is then emailed the replacement offer with the specifications of the TV Squaretrade has located If the consumer is not happy with this model as a replacement all they would need to do is reply to the replacement offer email stating such and why This information would be taken into account and a different model television would be offered. The consumer responded to our replacement offer stating, "Yes please send that model of TV you listed below." At this point in time SquareTrade placed the order for the consumer's replacement TV SquareTrade confirms with the consumer to ensure the replacement is adequate due to the fact they can not be returned
We apologize to the consumer for the stress we have createdWe have sent the consumer the prepaid shipping label via emailAlso for the inconvenience we have also done a full refund on the consumers warrantyThe consumers warranty will still be intactWe have reached out to the consumer
explaining the process for the refund
We are sorry the consumer had issues with the shipping of their device.We will take responsibility for lost packages when we can file a claim with the shipper but as *** has no record of receiving a package with the tracking number that was on the label (emailed to the consumer by SquareTrade) SquareTrade could not file a claim with the shipperThe consumer has stated that they have no documentation that the package was accepted by ***As per our Terms and Conditions we do not cover lost itemsWe can offer the consumer a cancellation of the warranty and refund the price paid for the warrantySquareTrade has sent the consumer what we can offer
We apologize for any inconvenience that the consumer might have experienced during this process
As previously promised to the consumer an additional check has been sent out on 04/02/to complete
the total amount agreed upon to the consumer
The consumer called in and verified this information with one of our agents who confirmed the above!
We are sorry for any issues the consumer had with their device. After their device was received and inspected by our depot and audited it was determined parts would have to be ordered to complete the repairs The parts have been received by our depot and repairs to the consumer's device
are currently being completed. Due to our day repair guarantee we have processed a reimbursement check for the consumer's warranty cost
We are sorry for any confusion experienced during the warranty purchase.According to the warranty information provided by the reseller, "the warranty only covers electrical failure, not accidental damage"As the Squaretrade agent stated, "we do not offer a warranty for a TV that includes accidental
coverage"We apologize for any confusion during the warranty purchaseWe provided the warranty contract to the consumer which specifically states "Standard" coveragePer our Term and Conditions, "Our standard Protection Plan covers Mechanical and Electrical Failures that occur during use."Unfortunately, we are unable to provide coverage for an issue outside of the coverage terms
We apologize for the delay this consumer experienced regarding the shipment of his second checkWe have issued a new check for the desired amount and after it is shipped it will arrive to the consumer within 7-business daysWe also attempted to contact the consumer explaining this result, and
left a message with all relevant details
We appreciate his patience while we resolved this
We are sorry for any delays experienced during the claim process
Squaretrade does not cover devices that have been delivered to the correct address and signed for, even if by an alternate consumerWe have decided to make an exception in this situation and have processed a full refund of the
deviceThe consumer has been contacted by our resolution team and updated with an ETA for the check
We apologize for any confusion regarding the warranty limitationSquareTrade provides a detailed explanation of how and when the limit of liability is exhaustedAs previously stated, "if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan."SquareTrade provides this information to our consumers at the start of the warranty to ensure there is no miscommunication or information that is omittedDue to this, we are unable to provide any further assistance in connection with this warranty
Complaint:***I am rejecting this response because:
The business has had adequate time to respond and have not performed as they have said they would in their response
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer experienced issues with their deviceThe consumer's payout has been processed and should be received by November 12, via their selected payment method
Initial Consumer Rebuttal /* (3000, 8, 2015/11/17)
*/
I was told by the Supervisor on Sunday 11/8/that my documents were located, all emails I sent, and I that I would receive my reimbursement via paypal with in one business dayI have an email confirmation for thisI waited hours before calling backI spoke with a rep who inquired about my payment with accounting and I was told again that I would receive my payment with in one business dayThat was on 11/11/It is now 11/13/and I had to call again and ask for another supervisor who notified me that my payment would be processed today and I should receive it by tonight or tomorrowThis is what I have been times nowThe supervisor then told me they only process payment Tuesday and Friday, but could not tell me why my payment was not submitted for the Tuesday payment if the supervisor from Sunday submitted it thenI keep getting the run around and have now left a message for corporate officeIt took me a week to obtain that number as they were all unwilling to provide the numberI expect a call from the corporate office as all the reps and supervisors I have spoken with have given me the runaround and have not provided accurate informationThis needs to be addresses immediately
Final Business Response /* (4000, 10, 2015/11/19) */
The consumer was contacted on November 16th, she confirmed reimbursement has been received and the issue has been resolved
Initial Business Response /* (1000, 5, 2015/08/17) */
We are sorry the consumer had issues with their device
We did not get the address corrected in our system in time to have the unit shipped to the new addressThe person receiving the item said that they took the item to a shipping office and
requested that it be shipped back to senderThe shipper is does not see that the item was ever received
Although SquareTrade did not lose the package we will take responsibility for not having the correct addressWe are reimbursing the consumer what they paid for the unitWe have discussed this with the consumer so they are aware of what we are going to do
We are sorry for any issue the consumer experienced with their device.SquareTrade has a policy detailed in the consumer's terms and conditionsThe "NO LEMON POLICY", It states, "If Your Covered Product has two (2) service repairs completed for the same problem and a third (3rd) repair is needed for
the same problem, within any twelve (12) month period, the Covered Product will be replaced with a comparable product or a cash settlement will be providedThe cost of the replacement will not exceed Your Product’s original purchase price."Unfortunately, the consumer's device would not qualify since the first issue was described as "Machine is not playing the tape with proper speed", the second repair was noted for "Does not turn on at all."Since the consumer's device has had different issues, a repair would be the next step in the claim process