Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their device.
Although the consumer was told the phone was "stolen" it could have been a number of circumstances that would put the phone on a carrier's "blacklist". We do not have access to any...
carrier's database so we cannot access the information regarding the status of a phone. We are addressing the issue with our supplier so that we don't have useless phones shipped to our customers.
We have paid out the consumer so they can purchase a replacement phone.
We are going to refund the deductible paid for this claim and the price of the warranty as a courtesy for the delays the consumer experienced.
We have contacted the consumer so they are aware of what we are offering.
We are sorry for any issues the consumer experienced during the claim process. Looking into the consumer's account, our depot advised they received a package with a strong odor of urine. As a standard practice, any package that arrives at our depot suspected of being contaminated with a biohazard is declined delivery and sent back to the consumer. Our depot has not inspected the customer's device for any issues related to its functionality. At this time we are able to process another claim to have the customer's device sent in for repair. We do ask request the consumer acquire new packaging before using the new provided pre-paid shipping label to send in their device.
We apologize for any misunderstanding or difficulty the consumer has experienced with his warranty.
We have sent the consumer a request for further clarifying information for us to confirm his concern, as there is not enough information in this complaint to resolve the situation. Squaretrade is...
not responsible for the Smartguard Pin the consumer is requesting, as Smartguard is a separate warranty company and we would recommend the consumer contacts them if he purchased a warranty from their company.
We would also recommend the consumer can contact us [redacted] if they would like to speak to our customer service department and we cam provide immediate answers to his inquiries.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, it appears there was an issue with the classification of their device that caused the delays. When a claim is filed on a tablet for repair the customer is sent a SquareTrade provided...
shipping label to mail in their device. With laptop repair claims consumers are sent a box to send in their device. The consumers Microsoft Surface should be classified as a laptop. At this point, we have refunded the consumer their warranty cost due to the delays. The consumer has been provided with a shipping method to send their device in for repairs.
We are sorry for any issues the consumer had with their device. Before a replacement TV is sent out to the consumer they receive a replacement offer email. The replacement email is to inform the customer of the model and specifications of the TV SquareTrade is offering for replacement. Our replacement email states "NEXT STEPS: Please reply to this email and confirm your name and shipping address so we can get your new TV to you within 7-10 business days." Once the address is confirmed on that replacement offer the TV mentioned in that offer is ordered and shipped. The consumer is able to reply to the replacement offer stating they are not willing to accept that TV as a replacement. The consumer stated they have documentation stating a "NO Like" policy that we at SquareTrade are not aware of. We have sent the consumer an email to be reply to with copies of the documentation for review.
Complaint: [redacted]I am rejecting this response because: I bought two set of headphone $** each. They have record and i'm providing you with a copy.Sincerely,[redacted]
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumer did contact SquareTrade to initiate a claim on [redacted] We did not hear back from the consumer until 6 months later in [redacted]. We do not show that the consumer replied back to our emails...
notifying of any issues. The only contact we have with the customer after the claim was filed, was 2 months after the warranty had expired. The consumer never contact us stating they were having issues uploading the receipt, nor to get assistance with completing the claim. We do understand that the consumer did reach out on those dates, however once a warranty has expired, we are unable to approve any further claim activity. We will be refunding the purchase price of the warranty as a gesture of good faith but this would be the extent of assistance we are able to provide.
Complaint: [redacted]
This is an unacceptable response. In fact, the response doesn't add any value in addition to my original summary. Squaretrade should stand behind its warranty -- if the customer has well-documented evidence of a persistent problem with a covered product, there should be effort made by Squaretrade to resolve the issue. Both times that attempts were made in this case, errors were made by the repair facility: In the first, they sent the item back after only two hours. In the second they claimed not to be able to replicate the error YET IT PERSISTS to this day. Why can't we send to a different repair facility? Why have they not included the manufacturer for possible solutions? Why can't the item be replaced since I can prove to them it does not function after its initial battery is discharged (I have video, pictures, and they are welcome to send a tech to the house)?
The simple answer, my friends, is that they are now owned by Allstate and they are instructed to do everything possible not to pay out.
Sad but true. Let this be a warning to anyone else thinking of wasting their money with this company.Sincerely,Samuel[redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
As of today 04/05/2018 the consumer has been in contact with our resolution team and was promised to be refunded the diagnostic fee and was approved for a repair of his item.
The consumer is currently in talks with the department mentioned above about finding a resolution to the issues with his device.
Any and all issues the consumer has will be appropriately addressed via those channels!
We do intend on finding a meaningful and successful resolution to the consumer's issues!
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer is correct in stating that the repairs have gone beyond our normal time i.e. 2-5 business days for a repair.
As a result of not meeting this timeline we offered to refund the cost of the...
warranty back to the consumer which they accepted.
During our conversation with the consumer on 03/30/2018 it was requested by them to return the item un-repaired.
All of the appropriate requests have been put through our repair depots for this to happen.
As a obvious result the consumer has forfeited the attempt to repair, replace or be paid out for this device due to the following facts.
1) The item was never allowed to be repaired.
2) The Item was never tested after a possible repair to see if it was functional or indeed beyond repair.
3) If the item were beyond repair after attempted repair and failed the diagnostics then our company would have looked into alternate resolutions.
The alternate resolutions that would have been considered had the unit remained in our possession for a repair would have included as in most cases a payout (In the event the item is beyond repair).
Again since the consumer requested for the process to be terminated there is nothing further we can do at this point.
Initial Business Response /* (1000, 5, 2015/07/24) */
We are sorry the consumer delays in the repair of their device.
We only purchase replacement parts from reliable sources that we have a relationship with. In that way if the part does not work it allows us to acquire replacement much faster....
This repair has gone beyond our 5 day guarantee. We will be refunding the consumer the price of the warranty as per our guarantee.
Upon further diagnostics the depot discovered that additional parts are needed. This would put the repair beyond 3 weeks and are offering the consumer a payout of the tablet.
Complaint: [redacted]I am rejecting this response because:
I did email the pictures. 3 times.
Also the washer was not damaged accidentally. And I was never told the claim was rejected nor was I ever offered accidental coverage when I purchased the warranty. When I purchased the warranty it never stated anything about accidental coverage. I think that clause was changed after I purchased the warranty.
The washer is sitting in the same place it is now since the day we purchased it. The bottom casing has cracked from normal use. It was not moved at all. And if it was, it may have been moved to unplug a hose. But not moved from its original spot. So it was not an accident. It was a manufacturing defect seems to me.
I sent the pictures again on Thursday sept 1 and still no response.
Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. After taking a closer look into the account we will be reimbursing the consumer for the cost of their device. A consumer can purchase a warranty directly from SquareTrade on a brand new item purchased within the last 30 days.
We are sorry for any issues the consumer had with their device.Looking into the consumer's account a claim has been filed to have their device repaired.
When a protection plan is purchased a copy of the warranty contract that includes the terms and conditions are emailed to address used at the time of the warranty purchase. The consumer is able to determine what is and is not covered under their protection plan. According to the terms and conditions of the consumer's warranty contract, "Consumer replaceable or consumable items", are not covered under the protection plan. Therefore we are unable to replace the consumer's power supply. Their protection plan covers mechanical or electrical failures to the unit itself. Per customer request, we are canceling their warranty and issuing a full reimbursement of the warranty cost.
We are sorry for any issues the consumer experienced with their device. Looking in to the customer's account , their claim was approved for payout. A check was processed, mailed out, and returned due to an underliverable address. We have sent another check on 6/7/20** to the updated address...
We are sorry the consumer is having issues with their device.After reviewing the warranty we show that the shredder does have a 1 year warranty provided by the manufacturer. Our consumer contract states "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...". That being said we did make an exception for the consumer and have resolved this concern by providing reimbursement for the product.
We are sorry for any issues the consumer experienced with their device.The warranty purchased by the consumer does not provide coverage for accidental damage resulting in the denial. The warranty mirrors the manufacturer's coverage and as such, the manufacturer does not provide coverage for ANY...
damage to the TV set. Although the damage is internal, we show that this type of issue is not caused by mechanical failures. Unfortunately, we would be unable to provide coverage for the TV and will be canceling the warranty as the issue voids the Terms & Conditions, "cracked or damaged...display screens".
We are sorry for any issues the consumer had with their device.Any purchase of a new carrier linked cellular device is eligible for coverage through SquareTrade direct. After reviewing the consumer's account we will be reinstating the warranty and resolving the issue with their device....
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
The consumer had a warranty that was for month to month service and was naturally charged a fee per month. Once the warranty was not paid, for whatever reason we send out an automatic...
email to the address on file allowing the customer ample time to address the non-payment issue. If the policy is not updated with a new form of payment then the policy auto cancels by our system. Unfortunately once the policy is cancelled we cannot provide any type of claim assistance on that warranty.
As for refunding any amount of the cancelled warranty please keep in mind that this is again a month to month warranty. Once a month is paid for and the month passes it is considered as the customer being protected for that month they have paid. In light of this particular arrangement there is no refund as the monies have already been used for said protection whether a claim was filed or not. One last thing to keep in mind is that when the policy was cancelled there was no additional monies charged to the customer for the remainder of the policy purchase price hence a month to month policy.
Finally as for the issue with the second policy being purchased and the device already having a pre-existing issue i.e. damage this automatically disqualifies the consumer from protection. While we can empathize with the consumer in the manner that their device was damaged, we cannot extend coverage in such instances unless the customer repairs the item at their own cost, provide us proof for the repair so that we can the sell them a new warranty. This last option was made available to the customer which they declined.Tell us why here...
Initial Business Response /* (1000, 5, 2015/09/16) */
We are sorry the consumer had issues with their device.
Although the consumer was told the phone was "stolen" it could have been a number of circumstances that would put the phone on a carrier's "blacklist". We do not have access to any...
carrier's database so we cannot access the information regarding the status of a phone. We are addressing the issue with our supplier so that we don't have useless phones shipped to our customers.
We have paid out the consumer so they can purchase a replacement phone.
We are going to refund the deductible paid for this claim and the price of the warranty as a courtesy for the delays the consumer experienced.
We have contacted the consumer so they are aware of what we are offering.
We are sorry for any issues the consumer experienced during the claim process. Looking into the consumer's account, our depot advised they received a package with a strong odor of urine. As a standard practice, any package that arrives at our depot suspected of being contaminated with a biohazard is declined delivery and sent back to the consumer. Our depot has not inspected the customer's device for any issues related to its functionality. At this time we are able to process another claim to have the customer's device sent in for repair. We do ask request the consumer acquire new packaging before using the new provided pre-paid shipping label to send in their device.
We apologize for any misunderstanding or difficulty the consumer has experienced with his warranty.
We have sent the consumer a request for further clarifying information for us to confirm his concern, as there is not enough information in this complaint to resolve the situation. Squaretrade is...
not responsible for the Smartguard Pin the consumer is requesting, as Smartguard is a separate warranty company and we would recommend the consumer contacts them if he purchased a warranty from their company.
We would also recommend the consumer can contact us [redacted] if they would like to speak to our customer service department and we cam provide immediate answers to his inquiries.
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, it appears there was an issue with the classification of their device that caused the delays. When a claim is filed on a tablet for repair the customer is sent a SquareTrade provided...
shipping label to mail in their device. With laptop repair claims consumers are sent a box to send in their device. The consumers Microsoft Surface should be classified as a laptop. At this point, we have refunded the consumer their warranty cost due to the delays. The consumer has been provided with a shipping method to send their device in for repairs.
We are sorry for any issues the consumer had with their device. Before a replacement TV is sent out to the consumer they receive a replacement offer email. The replacement email is to inform the customer of the model and specifications of the TV SquareTrade is offering for replacement. Our replacement email states "NEXT STEPS: Please reply to this email and confirm your name and shipping address so we can get your new TV to you within 7-10 business days." Once the address is confirmed on that replacement offer the TV mentioned in that offer is ordered and shipped. The consumer is able to reply to the replacement offer stating they are not willing to accept that TV as a replacement. The consumer stated they have documentation stating a "NO Like" policy that we at SquareTrade are not aware of. We have sent the consumer an email to be reply to with copies of the documentation for review.
Complaint: [redacted]I am rejecting this response because: I bought two set of headphone $** each. They have record and i'm providing you with a copy.Sincerely,[redacted]
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumer did contact SquareTrade to initiate a claim on [redacted] We did not hear back from the consumer until 6 months later in [redacted]. We do not show that the consumer replied back to our emails...
notifying of any issues. The only contact we have with the customer after the claim was filed, was 2 months after the warranty had expired. The consumer never contact us stating they were having issues uploading the receipt, nor to get assistance with completing the claim. We do understand that the consumer did reach out on those dates, however once a warranty has expired, we are unable to approve any further claim activity. We will be refunding the purchase price of the warranty as a gesture of good faith but this would be the extent of assistance we are able to provide.
Complaint: [redacted]
This is an unacceptable response. In fact, the response doesn't add any value in addition to my original summary. Squaretrade should stand behind its warranty -- if the customer has well-documented evidence of a persistent problem with a covered product, there should be effort made by Squaretrade to resolve the issue. Both times that attempts were made in this case, errors were made by the repair facility: In the first, they sent the item back after only two hours. In the second they claimed not to be able to replicate the error YET IT PERSISTS to this day. Why can't we send to a different repair facility? Why have they not included the manufacturer for possible solutions? Why can't the item be replaced since I can prove to them it does not function after its initial battery is discharged (I have video, pictures, and they are welcome to send a tech to the house)?
The simple answer, my friends, is that they are now owned by Allstate and they are instructed to do everything possible not to pay out.
Sad but true. Let this be a warning to anyone else thinking of wasting their money with this company.Sincerely,Samuel[redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
As of today 04/05/2018 the consumer has been in contact with our resolution team and was promised to be refunded the diagnostic fee and was approved for a repair of his item.
The consumer is currently in talks with the department mentioned above about finding a resolution to the issues with his device.
Any and all issues the consumer has will be appropriately addressed via those channels!
We do intend on finding a meaningful and successful resolution to the consumer's issues!
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer is correct in stating that the repairs have gone beyond our normal time i.e. 2-5 business days for a repair.
As a result of not meeting this timeline we offered to refund the cost of the...
warranty back to the consumer which they accepted.
During our conversation with the consumer on 03/30/2018 it was requested by them to return the item un-repaired.
All of the appropriate requests have been put through our repair depots for this to happen.
As a obvious result the consumer has forfeited the attempt to repair, replace or be paid out for this device due to the following facts.
1) The item was never allowed to be repaired.
2) The Item was never tested after a possible repair to see if it was functional or indeed beyond repair.
3) If the item were beyond repair after attempted repair and failed the diagnostics then our company would have looked into alternate resolutions.
The alternate resolutions that would have been considered had the unit remained in our possession for a repair would have included as in most cases a payout (In the event the item is beyond repair).
Again since the consumer requested for the process to be terminated there is nothing further we can do at this point.
Initial Business Response /* (1000, 5, 2015/07/24) */
We are sorry the consumer delays in the repair of their device.
We only purchase replacement parts from reliable sources that we have a relationship with. In that way if the part does not work it allows us to acquire replacement much faster....
This repair has gone beyond our 5 day guarantee. We will be refunding the consumer the price of the warranty as per our guarantee.
Upon further diagnostics the depot discovered that additional parts are needed. This would put the repair beyond 3 weeks and are offering the consumer a payout of the tablet.
Complaint: [redacted]I am rejecting this response because:
I did email the pictures. 3 times.
Also the washer was not damaged accidentally. And I was never told the claim was rejected nor was I ever offered accidental coverage when I purchased the warranty. When I purchased the warranty it never stated anything about accidental coverage. I think that clause was changed after I purchased the warranty.
The washer is sitting in the same place it is now since the day we purchased it. The bottom casing has cracked from normal use. It was not moved at all. And if it was, it may have been moved to unplug a hose. But not moved from its original spot. So it was not an accident. It was a manufacturing defect seems to me.
I sent the pictures again on Thursday sept 1 and still no response.
Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. After taking a closer look into the account we will be reimbursing the consumer for the cost of their device. A consumer can purchase a warranty directly from SquareTrade on a brand new item purchased within the last 30 days.
We are sorry for any issues the consumer had with their device.Looking into the consumer's account a claim has been filed to have their device repaired.
When a protection plan is purchased a copy of the warranty contract that includes the terms and conditions are emailed to address used at the time of the warranty purchase. The consumer is able to determine what is and is not covered under their protection plan. According to the terms and conditions of the consumer's warranty contract, "Consumer replaceable or consumable items", are not covered under the protection plan. Therefore we are unable to replace the consumer's power supply. Their protection plan covers mechanical or electrical failures to the unit itself. Per customer request, we are canceling their warranty and issuing a full reimbursement of the warranty cost.
We are sorry for any issues the consumer experienced with their device. Looking in to the customer's account , their claim was approved for payout. A check was processed, mailed out, and returned due to an underliverable address. We have sent another check on 6/7/20** to the updated address...
you provided.
We are sorry the consumer is having issues with their device.After reviewing the warranty we show that the shredder does have a 1 year warranty provided by the manufacturer. Our consumer contract states "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...". That being said we did make an exception for the consumer and have resolved this concern by providing reimbursement for the product.
We are sorry for any issues the consumer experienced with their device.The warranty purchased by the consumer does not provide coverage for accidental damage resulting in the denial. The warranty mirrors the manufacturer's coverage and as such, the manufacturer does not provide coverage for ANY...
damage to the TV set. Although the damage is internal, we show that this type of issue is not caused by mechanical failures. Unfortunately, we would be unable to provide coverage for the TV and will be canceling the warranty as the issue voids the Terms & Conditions, "cracked or damaged...display screens".
We are sorry for any issues the consumer had with their device.Any purchase of a new carrier linked cellular device is eligible for coverage through SquareTrade direct. After reviewing the consumer's account we will be reinstating the warranty and resolving the issue with their device....
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
The consumer had a warranty that was for month to month service and was naturally charged a fee per month. Once the warranty was not paid, for whatever reason we send out an automatic...
email to the address on file allowing the customer ample time to address the non-payment issue. If the policy is not updated with a new form of payment then the policy auto cancels by our system. Unfortunately once the policy is cancelled we cannot provide any type of claim assistance on that warranty.
As for refunding any amount of the cancelled warranty please keep in mind that this is again a month to month warranty. Once a month is paid for and the month passes it is considered as the customer being protected for that month they have paid. In light of this particular arrangement there is no refund as the monies have already been used for said protection whether a claim was filed or not. One last thing to keep in mind is that when the policy was cancelled there was no additional monies charged to the customer for the remainder of the policy purchase price hence a month to month policy.
Finally as for the issue with the second policy being purchased and the device already having a pre-existing issue i.e. damage this automatically disqualifies the consumer from protection. While we can empathize with the consumer in the manner that their device was damaged, we cannot extend coverage in such instances unless the customer repairs the item at their own cost, provide us proof for the repair so that we can the sell them a new warranty. This last option was made available to the customer which they declined.Tell us why here...