We are sorry for any confusion experienced during the claim process. The cause for the initial unrepaired claim and the charge on the credit card is due to the "Find My [redacted]" being active on the consumer's device. As it turns out, this was not turned off during the repair, our depot was...
unable to work on the device and returned it. It also remained active when the consumer sent in the device for replacement. SquareTrade's policy regarding "Unrecovered Equipment" states, if a device arrives at our depot with active anti-theft software,([redacted] anti-theft software, Find my [redacted]) then a $[redacted] fee is placed on the consumer's credit card. We verified that it was disabled on [redacted] and the fee was refunded that same day. Moving forward, there will be no further charges nor compensation in connection with this claim.
We are sorry the consumer had issues with their device.Without the consumer letting us know when the item was purchased we would not be able to find the date of the item’s purchase. The consumer would send us the receipt of purchase and we could verify using that document that the warranty was purchased within the purchase window. As SquareTrade does not offer renewals of warranties there is no process in place to verify the purchase date of the item being warrantied based on a previous warranty. We are sorry but there is nothing we can do for the consumer at this point.
We can definitely understand the consumers frustration with the claim process and the delays that they have experienced. We have every intention of honoring what our warranty covers. We have offered to facility both a refund for the warranty because of the delay in their repair which is part of our repair guarantee. We also understand the importance of the device since it was being used for educational purposes. Which is why we also offered to reimburse the consumer the item price for the device as a courtesy, since the device was left at the incorrect address by the carrier. Our policy as previously noted by the consumer is to require a signature for deliveries so we can confirm receipt of repaired devices by the correct recipients. We had already processed the reimbursements for the warranty as well as the item price of the device. We are definitely glad to hear that the consumer has received this device. Please accept our apologies that the consumer's experience with SquareTrade has not been exemplary.
We are sorry for any issue the consumer experienced with their device.
We see the consumer was advised we would make an exception to replace the battery. We will be reimbursing the consumer for the cost of the replacement battery. We apologize for the delay in resolution and appreciate the...
From the BUSINESS:
Sent 3/29/2018 6:24:28 PM
Read by [redacted] on 3/29/2018 6:24:33 PM
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer has to follow the procedures outlined in his warranty and call us to file a claim. Unfortunately wecannot payout items at the request of a consumer until we have had our technicians run the item through a thorough diagnostic.
If the item is found to be beyond repair then the claim will be moved to a payout. For this process to start though the customer must call in and file a claim with one of our associates as there is no other way we can address this issue.
We look forward to assisting the cusotmer withing the parameters of his warranty.
Initial Business Response /* (1000, 5, 2015/08/19) */
We are sorry the consumer had issues with the delivery of their device.
We did not have the phone in stock so we ordered a replacement phone. There was a typographical error in the address and the phone was returned. We have no answer as to why...
the consumer was not responded to in a reasonable amount of time. We are addressing the issue of not getting back to the consumer and the long hold times.
We have reordered the phone and it is scheduled to be delivered on August 20. We have refunded the deductible and the amount paid for the warranty up to this point. We are in contact with the consumer and they are aware of what we are doing.
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. I will proceed with the return of the tablet that is not working as I have little other recourse.
I feel that as a long time customer that has had to spend a number of weeks trying to get service but was actively prevented from getting that service from SquareTrade, that just settling this for a $[redacted] would have been the right thing to do for SquareTrade. I will proceed with the return process and hope that I am not waiting another 4 weeks or more for a resolution.Sincerely, [redacted]
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]
We are sorry for any issues the consumer experienced with their device.
According to our records, the consumer's account seems to be linked with a second account with the same information. This shows to have caused the confusion and errors with the contact number and information. We have since...
processed the claim for reimbursement according to the proof of purchase provided. We appreciate the consumer for bringing this to our attention and hope the concern has been addressed.
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
The consumer was contacted as of today and notified that all we needed was a itemized receipt to move forward with his claim.
The consumer was very happy that we will be moving forward...
Complaint: [redacted]I am rejecting this response because: Square Trade insists coverage begins on the date the covered item is purchased, but that is not what their web site says, nor the [redacted] web site. Square Trade says their position is explained under the "Things to Know" section of the sales page, however I do not find a Things to know section anywhere on their web site and nothing on their site containing the wording they provided as attachments to their reply.
I purchased the [redacted] TV from [redacted] and on their web site it refers customers who want extended coverage to go to www.squaretrade.com. I went to that web page and selected "Buy protection", then highlighted "television" under "home entertainment" and hit enter. I read the information on the page and scrolled to the bottom of the page to "Frequently Asked Questions" and clicked on "How does the manufacturer warranty work with Square Trade?". It says the following, "Most new purchases come with a manufacturer's warranty that covers defects due to parts or workmanship. Like other extended warranties, Square Trade coverage only begins when the manufacturers warranty ends (typically up to one year from the date of purchase). If there is an issue with your item while the original warranty is still active, your claim will be referred to the manufacturer. Alternately, if your plan includes Accident Protection, Square Trade covers your item from day one."
I had considered purchasing a TV from [redacted] and had compared prices of the TV's and extended warranty plans where I saw the price of the Square Trade plan if purchased from [redacted], and the description of the plan on [redacted].com. The graphic on [redacted].com, which is still there today, shows the manufacturers warranty covers year one, and the Square Trade warranty covers year 2 and after. It does NOT show the Square Trade warranty starting on the day purchased and being inclusive of the manufacturers warranty as Square Trade claims.
Satisfied that I was purchasing a 4 year policy (not a 3 year policy after the manufacturers one year), I returned to the top of the page and selected the price range of the purchase, and selected 4 year plan, and clicked on "Buy Protection". I entered all the pertinent information, clicked on the box to confirm all the items I am covering are new and purchased within the past 30 days. At the time I made the purchase, June 2013, there was not to the best of my recollection, a line under the box about covering new equipment, that refers to the Square Trade Terms and Condition. there is that line on the current web site, however, the Terms and Conditions were effective in 12-01-2015, two and a half years after my purchase.
At the time I made the purchase there was NO information readily available to a buyer on the Square Trade web site that would indicate the warranty plan was inclusive with the manufacturers plan, and quite to the contrary, their own web site clearly said "...Square Trade coverage ONLY begins when the manufacturer's warranty ends...". The same for the graphic on [redacted].com, the two sites I used to compare pricing on the TV and the warranty plans.
Further, to the best of my knowledge, there is nothing in the Square Trade policy that would provide any value whatsoever during the first year of coverage provided by the manufacturer since the manufacturer's warranty covers 1 year parts and labor, on-site repair if needed, and repair/replace/refund options. In other words, IF the Square Trade policy were to run inclusive with the manufacturers warranty it would have to offer something of substantial value to run inclusive, otherwise it is defrauding the customer of what they are paying for, up to 50% in the case of a customer with a 2 year plan, and in my case defrauding me of 25% value since the plan I paid for was 4 years and according to Square Trade the coverage is only for 3 years after the manufacturers warranty. As already stated, under the Frequently Asked Questions section, Square Trade clearly says "If there is an issue with your item while the original warranty is active, your claim will be referred to the manufacturer." Square Trade has stated not once, but twice, that their plan does not start and does not cover products within the first year of purchase.
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The reason we offered a payout is that we did not have the upgraded phone available as promised. The payout we agreed to was enough to purchase the upgraded phone.
We were able to reach...
We are sorry for any issues the consumer had with their device. On the SquareTrade warranty offering page on [redacted] under the things to know section it states, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last 30 days." Since the consumers...
item was not purchased form [redacted] and the warranty was we are not able to provide coverage at this time
We are sorry for any issues the consumer experienced with their device.
Squaretrade provides resolutions based on device and availability and due to this, the resolution of replacement was recommended. We do apologize that the replacement was partially working due to "The home button...
sticks a lot", as described by the consumer. Unfortunately, we are unable to resolve this concern and file another claim without the original liquid damaged phone or the replacement phone sent back to us. According to our records, the consumer shipped a device back to our depot and arrived on 5/10. We can now initiate a new claim in order to correct the home button issue and we will be contacting the consumer to start that process. Regarding the refunds requested, we would be unable to reimburse for any lost time. Per the Terms & Conditions, "WE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO,... LOST TIME". We will, as a show of good faith, refund the purchase price of the warranty to the consumer.
We are sorry for any issues the consumer had with their device. When a claim needs to be filed on a device the consumer can log into their online account or call in to begin filing a claim. A claim can not be processed until the consumer starts the claim process by providing device information as well as a problem description. The consumer emailed a description of the issue with their device and received instructions on how to go about to filing a claim online or over the phone. We are not able to provide a resolution here without first filing a claim. We have reached out to the customer to attempt to file a claim on their device. At this point in time we are unable to provide the consumer with a resolution until a claim is filed.
We're sorry for the experience the consumer had during the claim process.As stated in our Terms and Conditions, “at Our discretion We will either: A. Repair Your Product, or; B. Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and...
functionality up to the Coverage Amount, or; C. Replace Your Product with a product of like, kind, quality and functionality.” Per the receipt that the consumer submitted over to us, Our records show that we've refunded the consumer back the purchase amount for the TV. The consumer and is due to receive the refund check shortly.As per our Terms and Conditions we've fulfilled our agreement. SquareTrade is not obligated to reimburse the consumer for any taxes paid on the television, or reimbursement for the warranty price, after we provided a refund for the device.
We apologize for any difficulty experienced with the purchasing of our warranty.
We were unable to pull up the relevant customer account using the information provided in this complaint. We have since reached out to the customer requesting additional warranty and contact details, and once this is...
provided we will follow up with the consumer to provide additional assistance or clarification. Our warranty contracts are available to be sent to the consumer via an email or hard copy upon request, as well as being listed on www.squaretrade.com. We apologize we cannot provide more specificity in our response, and will follow up once we are provided the account information.
Complaint:[redacted]
I am rejecting this response because:
There was no record on my email server of these affidavits were ever received. I have the email server records for verification. I requested them to send by alternate means, but they did not.As far as the other warranty, I purchased the printer at the same time I purchased the printer on [redacted]. It was not my choice of saying new or old. Also, they did not refund the total amount of that warranty.
We are sorry for any issues the consumer had with their device. We have reached out and spoke with the customer to process a claim for their device. Currently, we are awaiting receipt of the device to our repair facility.
Revdex.com 11469638We are sorry for any issues the consumer had with their device. After looking into the consumers account it appears their were issues receiving documentation for the repairs to their device. With a Local Repair it is necessary that we receive an invoice for the repairs...
to verify we are reimbursing the correct amount. At SquareTrade we have several avenues in place to submit a repair invoice. A consumer can submit an invoice via standard mail, fax, or by email, which is recommended. An attempt has been made to reach out to the consumer for a copy of the invoice to proceed with reimbursement.
We are sorry for any confusion experienced during the claim process. The cause for the initial unrepaired claim and the charge on the credit card is due to the "Find My [redacted]" being active on the consumer's device. As it turns out, this was not turned off during the repair, our depot was...
unable to work on the device and returned it. It also remained active when the consumer sent in the device for replacement. SquareTrade's policy regarding "Unrecovered Equipment" states, if a device arrives at our depot with active anti-theft software,([redacted] anti-theft software, Find my [redacted]) then a $[redacted] fee is placed on the consumer's credit card. We verified that it was disabled on [redacted] and the fee was refunded that same day. Moving forward, there will be no further charges nor compensation in connection with this claim.
We are sorry the consumer had issues with their device.Without the consumer letting us know when the item was purchased we would not be able to find the date of the item’s purchase. The consumer would send us the receipt of purchase and we could verify using that document that the warranty was purchased within the purchase window. As SquareTrade does not offer renewals of warranties there is no process in place to verify the purchase date of the item being warrantied based on a previous warranty. We are sorry but there is nothing we can do for the consumer at this point.
We can definitely understand the consumers frustration with the claim process and the delays that they have experienced. We have every intention of honoring what our warranty covers. We have offered to facility both a refund for the warranty because of the delay in their repair which is part of our repair guarantee. We also understand the importance of the device since it was being used for educational purposes. Which is why we also offered to reimburse the consumer the item price for the device as a courtesy, since the device was left at the incorrect address by the carrier. Our policy as previously noted by the consumer is to require a signature for deliveries so we can confirm receipt of repaired devices by the correct recipients. We had already processed the reimbursements for the warranty as well as the item price of the device. We are definitely glad to hear that the consumer has received this device. Please accept our apologies that the consumer's experience with SquareTrade has not been exemplary.
We are sorry for any issue the consumer experienced with their device.
We see the consumer was advised we would make an exception to replace the battery. We will be reimbursing the consumer for the cost of the replacement battery. We apologize for the delay in resolution and appreciate the...
consumer's patience.
From the BUSINESS:
Sent 3/29/2018 6:24:28 PM
Read by [redacted] on 3/29/2018 6:24:33 PM
We apologize for any inconvenience that the consumer might have experienced during this process.
The consumer has to follow the procedures outlined in his warranty and call us to file a claim. Unfortunately wecannot payout items at the request of a consumer until we have had our technicians run the item through a thorough diagnostic.
If the item is found to be beyond repair then the claim will be moved to a payout. For this process to start though the customer must call in and file a claim with one of our associates as there is no other way we can address this issue.
We look forward to assisting the cusotmer withing the parameters of his warranty.
Initial Business Response /* (1000, 5, 2015/08/19) */
We are sorry the consumer had issues with the delivery of their device.
We did not have the phone in stock so we ordered a replacement phone. There was a typographical error in the address and the phone was returned. We have no answer as to why...
the consumer was not responded to in a reasonable amount of time. We are addressing the issue of not getting back to the consumer and the long hold times.
We have reordered the phone and it is scheduled to be delivered on August 20. We have refunded the deductible and the amount paid for the warranty up to this point. We are in contact with the consumer and they are aware of what we are doing.
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. I will proceed with the return of the tablet that is not working as I have little other recourse.
I feel that as a long time customer that has had to spend a number of weeks trying to get service but was actively prevented from getting that service from SquareTrade, that just settling this for a $[redacted] would have been the right thing to do for SquareTrade. I will proceed with the return process and hope that I am not waiting another 4 weeks or more for a resolution.Sincerely, [redacted]
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]
We are sorry for any issues the consumer experienced with their device.
According to our records, the consumer's account seems to be linked with a second account with the same information. This shows to have caused the confusion and errors with the contact number and information. We have since...
processed the claim for reimbursement according to the proof of purchase provided. We appreciate the consumer for bringing this to our attention and hope the concern has been addressed.
We apologize for any inconvenience that the consumer might have experienced during the replacement process.
The consumer was contacted as of today and notified that all we needed was a itemized receipt to move forward with his claim.
The consumer was very happy that we will be moving forward...
with his issue.
Complaint: [redacted]I am rejecting this response because: Square Trade insists coverage begins on the date the covered item is purchased, but that is not what their web site says, nor the [redacted] web site. Square Trade says their position is explained under the "Things to Know" section of the sales page, however I do not find a Things to know section anywhere on their web site and nothing on their site containing the wording they provided as attachments to their reply.
I purchased the [redacted] TV from [redacted] and on their web site it refers customers who want extended coverage to go to www.squaretrade.com. I went to that web page and selected "Buy protection", then highlighted "television" under "home entertainment" and hit enter. I read the information on the page and scrolled to the bottom of the page to "Frequently Asked Questions" and clicked on "How does the manufacturer warranty work with Square Trade?". It says the following, "Most new purchases come with a manufacturer's warranty that covers defects due to parts or workmanship. Like other extended warranties, Square Trade coverage only begins when the manufacturers warranty ends (typically up to one year from the date of purchase). If there is an issue with your item while the original warranty is still active, your claim will be referred to the manufacturer. Alternately, if your plan includes Accident Protection, Square Trade covers your item from day one."
I had considered purchasing a TV from [redacted] and had compared prices of the TV's and extended warranty plans where I saw the price of the Square Trade plan if purchased from [redacted], and the description of the plan on [redacted].com. The graphic on [redacted].com, which is still there today, shows the manufacturers warranty covers year one, and the Square Trade warranty covers year 2 and after. It does NOT show the Square Trade warranty starting on the day purchased and being inclusive of the manufacturers warranty as Square Trade claims.
Satisfied that I was purchasing a 4 year policy (not a 3 year policy after the manufacturers one year), I returned to the top of the page and selected the price range of the purchase, and selected 4 year plan, and clicked on "Buy Protection". I entered all the pertinent information, clicked on the box to confirm all the items I am covering are new and purchased within the past 30 days. At the time I made the purchase, June 2013, there was not to the best of my recollection, a line under the box about covering new equipment, that refers to the Square Trade Terms and Condition. there is that line on the current web site, however, the Terms and Conditions were effective in 12-01-2015, two and a half years after my purchase.
At the time I made the purchase there was NO information readily available to a buyer on the Square Trade web site that would indicate the warranty plan was inclusive with the manufacturers plan, and quite to the contrary, their own web site clearly said "...Square Trade coverage ONLY begins when the manufacturer's warranty ends...". The same for the graphic on [redacted].com, the two sites I used to compare pricing on the TV and the warranty plans.
Further, to the best of my knowledge, there is nothing in the Square Trade policy that would provide any value whatsoever during the first year of coverage provided by the manufacturer since the manufacturer's warranty covers 1 year parts and labor, on-site repair if needed, and repair/replace/refund options. In other words, IF the Square Trade policy were to run inclusive with the manufacturers warranty it would have to offer something of substantial value to run inclusive, otherwise it is defrauding the customer of what they are paying for, up to 50% in the case of a customer with a 2 year plan, and in my case defrauding me of 25% value since the plan I paid for was 4 years and according to Square Trade the coverage is only for 3 years after the manufacturers warranty. As already stated, under the Frequently Asked Questions section, Square Trade clearly says "If there is an issue with your item while the original warranty is active, your claim will be referred to the manufacturer." Square Trade has stated not once, but twice, that their plan does not start and does not cover products within the first year of purchase.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The reason we offered a payout is that we did not have the upgraded phone available as promised. The payout we agreed to was enough to purchase the upgraded phone.
We were able to reach...
an agreement with the consumer.
We are sorry for any issues the consumer had with their device. On the SquareTrade warranty offering page on [redacted] under the things to know section it states, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last 30 days." Since the consumers...
item was not purchased form [redacted] and the warranty was we are not able to provide coverage at this time
We are sorry for any issues the consumer experienced with their device.
Squaretrade provides resolutions based on device and availability and due to this, the resolution of replacement was recommended. We do apologize that the replacement was partially working due to "The home button...
sticks a lot", as described by the consumer. Unfortunately, we are unable to resolve this concern and file another claim without the original liquid damaged phone or the replacement phone sent back to us. According to our records, the consumer shipped a device back to our depot and arrived on 5/10. We can now initiate a new claim in order to correct the home button issue and we will be contacting the consumer to start that process. Regarding the refunds requested, we would be unable to reimburse for any lost time. Per the Terms & Conditions, "WE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO,... LOST TIME". We will, as a show of good faith, refund the purchase price of the warranty to the consumer.
We are sorry for any issues the consumer had with their device. When a claim needs to be filed on a device the consumer can log into their online account or call in to begin filing a claim. A claim can not be processed until the consumer starts the claim process by providing device information as well as a problem description. The consumer emailed a description of the issue with their device and received instructions on how to go about to filing a claim online or over the phone. We are not able to provide a resolution here without first filing a claim. We have reached out to the customer to attempt to file a claim on their device. At this point in time we are unable to provide the consumer with a resolution until a claim is filed.
We're sorry for the experience the consumer had during the claim process.As stated in our Terms and Conditions, “at Our discretion We will either: A. Repair Your Product, or; B. Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and...
functionality up to the Coverage Amount, or; C. Replace Your Product with a product of like, kind, quality and functionality.” Per the receipt that the consumer submitted over to us, Our records show that we've refunded the consumer back the purchase amount for the TV. The consumer and is due to receive the refund check shortly.As per our Terms and Conditions we've fulfilled our agreement. SquareTrade is not obligated to reimburse the consumer for any taxes paid on the television, or reimbursement for the warranty price, after we provided a refund for the device.
We apologize for any difficulty experienced with the purchasing of our warranty.
We were unable to pull up the relevant customer account using the information provided in this complaint. We have since reached out to the customer requesting additional warranty and contact details, and once this is...
provided we will follow up with the consumer to provide additional assistance or clarification. Our warranty contracts are available to be sent to the consumer via an email or hard copy upon request, as well as being listed on www.squaretrade.com. We apologize we cannot provide more specificity in our response, and will follow up once we are provided the account information.
Complaint:[redacted]
I am rejecting this response because:
There was no record on my email server of these affidavits were ever received. I have the email server records for verification. I requested them to send by alternate means, but they did not.As far as the other warranty, I purchased the printer at the same time I purchased the printer on [redacted]. It was not my choice of saying new or old. Also, they did not refund the total amount of that warranty.
Sincerely,[redacted]
We are sorry for any issues the consumer had with their device. We have reached out and spoke with the customer to process a claim for their device. Currently, we are awaiting receipt of the device to our repair facility.
Revdex.com 11469638We are sorry for any issues the consumer had with their device. After looking into the consumers account it appears their were issues receiving documentation for the repairs to their device. With a Local Repair it is necessary that we receive an invoice for the repairs...
to verify we are reimbursing the correct amount. At SquareTrade we have several avenues in place to submit a repair invoice. A consumer can submit an invoice via standard mail, fax, or by email, which is recommended. An attempt has been made to reach out to the consumer for a copy of the invoice to proceed with reimbursement.