We are sorry for any issues the consumer had with their device.SquareTrade will always attempt to repair before moving towards replacing a device It appears there was trouble sourcing replacement parts for the consumer's TV as plasmas are no longer manufactured Currently,
we are processing a reimbursement for the item price of the consumer's television, as a comparable model is not available
Initial Business Response /* (1000, 5, 2015/10/28) */
We apologize that the consumer had issues with their deviceWe have reached out to the consumer to resolve their concerns but have yet to receive a response
Initial Consumer Rebuttal /* (3000, 12, 2015/11/13) */
As an updateI was
contacted by phone by *** at Square Trade on the Resolution TeamOn 04November We spoke on the phone and she followed up with an e-mail stating Square Trade will refund me the $that was taken out of my account without authorization AND refund me the cost of the plan at $I was instructed this could take to business daysI did receive a refund of $on 04NovemberAs of today, 13NovemberI have not been refunded the other $OR the $for the cost of the planI agreed with *** to give a review to indicate a satisfied resolution when those actions were completeAt the time of submission of this comment they have not been completed
Final Consumer Response /* (2000, 15, 2015/11/17) */
As of today 17November2015, Square Trade has returned the complete total of funds taken from my accountI have e-mailed *** at Square Trade to notify her of the returned moneyIn addition, *** did explain the refund of the cost of the protection plan would be mailed to me in the form of a checkShe has been very receptive to my concerns
Initial Business Response /* (1000, 5, 2015/08/25) */
We are sorry the consumer had issues with their device
The warranty that was purchased was purchased for the incorrect coverage amountAccording to the consumer he specify requested from the SquareTrade representative to get full coverage for
the tablet
For that reason we are making a one-time exception and will reimburse the consumer an additional $
We have contacted the consumer and made them aware of the reimbursement that we are sendingWe also made the consumer aware of the fact that they have days to purchase a warranty from the time they purchase a device and they need to confirm the warranty coverage within those days in case we need to have the consumer cancel the wrong warranty and purchase a correct warranty
We are sorry for any issues consumer had with their device After looking into the account it appears the consumer was sold an incorrect warranty According to the consumers service agreement the coverage amount is "Up to the maximum coverage price of this Protection Plan, or the
purchase price of your item, whichever is lower." The warranty purchased by the consumer covered a device up to ***
We are sorry for any issue the consumer experienced with their device
According to our records, our depot did perform repairs on the screen and digitizer were the damage was presentCurrently, Squaretrade warranties do not provide repairs for issues that do not affect the functionality of the
unit, this would be classified as a cosmetic issue
Since the consumer is still within our 30-day repair guarantee, we have approved another repairWe do want to advise that if the damage does appear to be cosmetic regardless of how visually unappealing it might be, functionality is the main concern of our depots and the claim will be denied
We appreciate the consumer raising their concerns and hope to come to an acceptable resolution
Initial Business Response /* (1000, 5, 2015/12/15) */
We apologize for the issue the consumer experienced with their deviceThe consumer has been contacted to resolve the complaintWe are currently awaiting a response
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
I have not received an email or a phone call from square tradeStill awaiting your response to resolve this matter
Final Business Response /* (4000, 10, 2015/12/24) */
Our records indicate this complaint has been resolved by a Resolution SpecialistA replacement phone was ordered for the consumer on 12/22/
Final Consumer Response /* (2000, 14, 2016/01/06) */
this complaint was resolved
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Correct Fairtrade finally offered a replacement television that seems to be acceptable (I don’t know that for certain, I have not received it yet) But in the future this company could be easier to work with and quicker to address customer concerns Look at their rating on Yelp Customers have consistently given Squaretrade bad reviews Very bad reviews
Sincerely, Christopher***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I do hope they really follow through I really appreciate all your help They would not help me until you intervened.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
We contacted the consumer to address the complaint and move forward with a resolution but we have not received a response
Initial Consumer Rebuttal /* (3000, 7,
2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from *** x on 11/12/7pmBecause I was out of town for the weekend, I called her on 11/17/15@ 9:19amHerr message states she will return the call within hourI received no response (like usual)As a result, I again called on 11/17/@12pmI'm still waiting for a responseAs I stated before, the solution can be resolved immediately by simply reinstating my coverage on the iphoneand because they already have my billing info which I provided them many months ago- deduct the back payment to make my account on this phone currentAgain, this error was their fault due to somebody not inputting the info I provided them on this account-they had no problem updating my other accounts-but they failed to correct this account
I think it would be important for their VP of Customer Experience-*** ***-to be aware of the poor customer service experience I'm havingI think Square Trade offers a great value, but severely lacks in the "customer experience" area
Thanks, Hope this gets resolved soon! *** ***
Final Business Response /* (4000, 9, 2015/11/19) */
We have made contact with the consumerAt this point the warranty unfortunately can not be reinstated Due to the nature of the situation we will still honor a repair or exchange for the consumer's deviceThe consumer has agreed to the resolution
We are sorry for any issues the consumer had with their device. When a claim is filed on a TV and it is deemed to have an irreparable issue we move the claim to replacement When a replacement TV is selected the specifications of the consumer's original device are taken in to
account to ensure we are replacing with a comparable models The consumer has been sent three different comparable models to chose from.Since the consumer is not happy with the comparable replacement TV's offered we have made the exception to reimburse them for their item price
SquareTrade apologizes for any confusion or misunderstanding of our Terms & ConditionsWe require all consumers to be responsible for reading and abiding by the term and conditions of their warrantyThese conditions state, "We may cancel this Protection Plan at Our option on the basis of
nonpayment, fraud, or material misrepresentation by You." Since the consumer, in this case, purchased a warranty for a device that was purchased beyond the purchase range (30-days), we have canceled the warrantyAll warranties when purchased ask a fundamental question regarding device eligibilityBefore a purchase can be made, the consumer must agree and check this statement to be true, "I confirm that all of the items I'm protecting are new and have been purchased in the last days."Unfortunately, This was confirmed by the consumer but was not applicable to the device presented by the consumerMoving forward, we would be unable to provide assistance and can confirm that the warranty refund was processed on*/**/***
We apologize to the consumer for the delay.Per our terms and agreements, the consumer is responsible for providing us with a complete copy of proof of purchaseWe did in fact receive the proof of purchase and our claim specialist were unable to view it due to it being a .msg fileOur Resolution
Team was able to open view the proof of purchase to process a new claimWe have reached out to the consumer to discuss resolution options
Initial Business Response /* (1000, 5, 2015/11/10) */
We apologize the consumer had issues with their deviceThe consumer has left derogatory messages and been verbally abusive to staff members while working with us to resolve his concernsWe would like to resolve the consumer's complaint in a
professional manner
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This lowlife sm company has no respect for its customers and deserves much more invective than I have proffered
The lowlifes are obfuscating the issue but say nothing about my entitled refund
I demand my full refund and then I want them to implodeDO NOT MARK THIS COMPLAINT AS RESOLVED!!!!!!
Final Business Response /* (4000, 9, 2015/11/19) */
Our records indicate that the consumer's warranty has not been cancelled and is still active
We have tried to reach him via phone and email to confirm how he would like to move forward but we have not received a response
We apologize for the inconveniences the consumer experienced. After reviewing the account, the reimbursement for the diagnostic fee has been processed for the consumer
Complaint: ***I am rejecting this response because whoever responded from Squaretrade has provided numerous misleading and wrong informationI can see the need to lie and provide wrong information so that this company can save its faceLets go one by one
"In reference to the consumer's item in particular there have been several issues dating back since 2015" - SORRY - there was only issue in 2015, and Squaretrade neither provides any option for a customer to look into the details of our claims online nor sends email with the details of the claimsIt was only now, in Feb-Mar of this year 2018, I raised one claim to fix the focussing issue and for that Squaretrade created multiple claimsMaybe to showcase number of claims they process and how admirable this company isBut the fact is, Squaretrade chose to close my claim without resolving, and then again would open a new claim and who ever responded provides wrong information that there have been several issues daring back NO Squaretrade NO....its only claims
"We have just recently as 3/30/advised the customer to send the device back to us so that we can attempt to fix the issue" - SORRY - this is also wrong informationThe last communication on that day 30th March was NOT to send the item back - if thats the case, then where is the RETURN LABEL? It was me who requested to check with their supervisor to see if I can locally get diagnosis doneAfter 10-mins, the agent informed that yes, I have been approved for upto $in diagnosis fees and they would like me to send the quote to them
"we have even offered to have him send his item in to the manufacturer and we will pay for the repairs": SORRY - there was no offer made to me, in fact I told the reps, that if Squaretrade technicians are not able to identify the focussing issue, they should have contacted OPTOMA who is aware of the issueDuring the same conversation, I told them that I am not finding any authorised Optoma technician in Phoenix, and it would be nice to have it repaired by the manufacturer or their authorised repair techniciansI was NOT offered at that time to ship it to OptomaWhat I was offered on checking with the customer repon authorised repair center was 'AV Electronics Services' * *** *** *** *** *** ** *** and I was also provided their phone number -***
"our technicians discard them on a daily basis specifically if they believe that repackaging the item in that box can cause the unit further damage." - I was also told that my box was damaged, where as now also its mentioned that it was kind of damaged, however please note, Squaretrade is lying again and providing wrong informationMy original box was within another box and it was shipped in the same way in which Squaretrade returned my projector for the 1st timeThey did send my original box inside another box, and I was happy for thatHowever 2nd time when they returned, they took my box which was inside another box and then refused to return citing, it was damaged, which CANNOT happenIts hard to believe that during transportation, boxes were damaged, in which case Squaretrade needs to file a case against FEDEX
"We have tried to assist the customer in every way we have availableFirst we tried having our techs fix the issue, next we advised the customer to bring it to a local repair shop or even send it to the manufacturer for repair" - SORRY Squaretrade, YOUR agents did not help me in any way...each agent assumed to be a technician and told me their was no issueYou tried to fix, but you FAILEDYou DID NOT ask me to go to local shop, I demanded that I should be allowed to go to local repair shop as you guys could not even identify the issueYou did not ask me to send it to Manufacturer, in fact I siggested as Optoma doesnt have authroised repair shopIn fact your agents told me that Squaretrade WILL NOT contact Optoma to get it repaired
--------
Now for the resolution - Squaretrade needs to get my projector fixed and return my original box or buy the original box and send it to meThe reason for the orignal box is that without the box, my projector has lost its value.
Also the technician where I went, was able to see the issue, and mentioned its optics needs to be replaced and he will be providing me the quote once he gets the quote from OptomaThis PROVES that the unit has a defect, and Squaretrade returned my unit twice without repairingI lost time in sending this unit twice to them, I lost money in installing and uninstalling, I lost time and money in driving to the repair shop and I lost my original box having the Serial Number in itIf Squaretrade technician had tried to review a document projected from this projector, they would have seen the issue easily, which is how the repair shop found it
Squaretrade needs to fix this wrong doings with the customersI want Squaretrade to replace this unit and ship me the comparable or same unit in the boxAlso I am not willing to have it repaired at this local repair shop as its not authorised and only warranty I get is for days from this store.
Hence, either they reimburse me for the projector which will help me to buy it OR replace it as per their policy since they are not able to fix the issue
A sincere request to Squaretrade - do not mislead customers and Revdex.com with wrong information - be fair and genuineI can see that such a big company indulging in foul play when I had to complain.
Thanks
Sincerely,Kiran ***
We are sorry for any issues the consumer had with their deviceAn item purchased form *** would be eligible to receive coverage through SquareTrade directlyAfter reviewing the consumer's account the matter has been resolved
We are sorry for any confusion experienced during the claim process.The consumer seems to be confused as to how and when our service guarantee is applicableSquaretrade states "We will pay you the full replacement value OR fix your item and ship it back to you within business days of receiving
the item at our depot".
According to our records, the consumer shipped the unit in on *** and was delivered to our depot as of ***A check for the full value of the unit was issued ***Not only did we provide the payment resolution within day of the consumer shipping in their device, we are currently resending the check.
Unfortunately, the service guarantee is for situations in which a consumer has not received a resolution for their claim more than days after their item arriving at our depotRegretfully, we're unable to provide any additional compensation in connection with this warranty
Initial Business Response /* (1000, 5, 2015/06/22) */
We are sorry the consumer had issues with their device
We will process a claim as long as it is filed prior to the expiration date of the warrantyWe apologize for the delay this consumer has experiencedThey deserve a full payout as they
have expected
Sometimes when a receipt is sent it does not get processed properlyWe believe this is what happened in this case
The claim has been processed and an approval email with the label to return the unit to us was emailed on June Once the consumer sends the camera to us we will send them a check for the price of the camera
Initial Consumer Rebuttal /* (3000, 13, 2015/07/14) */
I was informed by Square Trade as of 6/22/that they would send me a check refunding me the complete cost of the camera, as per the terms of our warrantyThey had already sent me a shipping label with which to return the camera, which I promptly shipped
They reported the check would be received within 6-business days, even prior to their receipt of the camera, contrary to their initial response to the Revdex.com complaintFrom my 6/22/email with a member of their customer support team:
"According to our records you have received the approval email with the shipping label attachedPlease affix the label to a box and send the broken camera to usNormally we would wait until we received the camera before we process your payment but because of the delay you experienced we are going to start the payment process before that timeYou should receive a check in - business days, around July 6."
However, it is now 7/10/15, full business days, and I have yet to receive anything at the address at the updated contact information I also provided themI would appreciate this claim being left open until reception of the check
Final Business Response /* (4000, 15, 2015/07/16) */
We apologize for the delay the consumer experienced in receiving the paymentWe do not have an explanation as to whyWe have resent the payment overnightAccording to the shipper's tracking number the check was delivered on 7/15/
Final Consumer Response /* (2000, 17, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received & cashed the check as of 7/16/15, and appreciate the response by Square Trade in resolving this longstanding dispute
Cheers,
***
We are sorry for any issues the consumer had with their device.SquareTrade will always attempt to repair before moving towards replacing a device It appears there was trouble sourcing replacement parts for the consumer's TV as plasmas are no longer manufactured Currently,
we are processing a reimbursement for the item price of the consumer's television, as a comparable model is not available
Initial Business Response /* (1000, 5, 2015/10/28) */
We apologize that the consumer had issues with their deviceWe have reached out to the consumer to resolve their concerns but have yet to receive a response
Initial Consumer Rebuttal /* (3000, 12, 2015/11/13) */
As an updateI was
contacted by phone by *** at Square Trade on the Resolution TeamOn 04November We spoke on the phone and she followed up with an e-mail stating Square Trade will refund me the $that was taken out of my account without authorization AND refund me the cost of the plan at $I was instructed this could take to business daysI did receive a refund of $on 04NovemberAs of today, 13NovemberI have not been refunded the other $OR the $for the cost of the planI agreed with *** to give a review to indicate a satisfied resolution when those actions were completeAt the time of submission of this comment they have not been completed
Final Consumer Response /* (2000, 15, 2015/11/17) */
As of today 17November2015, Square Trade has returned the complete total of funds taken from my accountI have e-mailed *** at Square Trade to notify her of the returned moneyIn addition, *** did explain the refund of the cost of the protection plan would be mailed to me in the form of a checkShe has been very receptive to my concerns
Initial Business Response /* (1000, 5, 2015/08/25) */
We are sorry the consumer had issues with their device
The warranty that was purchased was purchased for the incorrect coverage amountAccording to the consumer he specify requested from the SquareTrade representative to get full coverage for
the tablet
For that reason we are making a one-time exception and will reimburse the consumer an additional $
We have contacted the consumer and made them aware of the reimbursement that we are sendingWe also made the consumer aware of the fact that they have days to purchase a warranty from the time they purchase a device and they need to confirm the warranty coverage within those days in case we need to have the consumer cancel the wrong warranty and purchase a correct warranty
We are sorry for any issues consumer had with their device After looking into the account it appears the consumer was sold an incorrect warranty According to the consumers service agreement the coverage amount is "Up to the maximum coverage price of this Protection Plan, or the
purchase price of your item, whichever is lower." The warranty purchased by the consumer covered a device up to ***
We are sorry for any issue the consumer experienced with their device
According to our records, our depot did perform repairs on the screen and digitizer were the damage was presentCurrently, Squaretrade warranties do not provide repairs for issues that do not affect the functionality of the
unit, this would be classified as a cosmetic issue
Since the consumer is still within our 30-day repair guarantee, we have approved another repairWe do want to advise that if the damage does appear to be cosmetic regardless of how visually unappealing it might be, functionality is the main concern of our depots and the claim will be denied
We appreciate the consumer raising their concerns and hope to come to an acceptable resolution
Initial Business Response /* (1000, 5, 2015/12/15) */
We apologize for the issue the consumer experienced with their deviceThe consumer has been contacted to resolve the complaintWe are currently awaiting a response
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
I have not received an email or a phone call from square tradeStill awaiting your response to resolve this matter
Final Business Response /* (4000, 10, 2015/12/24) */
Our records indicate this complaint has been resolved by a Resolution SpecialistA replacement phone was ordered for the consumer on 12/22/
Final Consumer Response /* (2000, 14, 2016/01/06) */
this complaint was resolved
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Correct Fairtrade finally offered a replacement television that seems to be acceptable (I don’t know that for certain, I have not received it yet) But in the future this company could be easier to work with and quicker to address customer concerns Look at their rating on Yelp Customers have consistently given Squaretrade bad reviews Very bad reviews
Sincerely, Christopher***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I do hope they really follow through I really appreciate all your help They would not help me until you intervened.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/11/12) */
We apologize the consumer experienced issues with their device
We contacted the consumer to address the complaint and move forward with a resolution but we have not received a response
Initial Consumer Rebuttal /* (3000, 7,
2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from *** x on 11/12/7pmBecause I was out of town for the weekend, I called her on 11/17/15@ 9:19amHerr message states she will return the call within hourI received no response (like usual)As a result, I again called on 11/17/@12pmI'm still waiting for a responseAs I stated before, the solution can be resolved immediately by simply reinstating my coverage on the iphoneand because they already have my billing info which I provided them many months ago- deduct the back payment to make my account on this phone currentAgain, this error was their fault due to somebody not inputting the info I provided them on this account-they had no problem updating my other accounts-but they failed to correct this account
I think it would be important for their VP of Customer Experience-*** ***-to be aware of the poor customer service experience I'm havingI think Square Trade offers a great value, but severely lacks in the "customer experience" area
Thanks, Hope this gets resolved soon! *** ***
Final Business Response /* (4000, 9, 2015/11/19) */
We have made contact with the consumerAt this point the warranty unfortunately can not be reinstated Due to the nature of the situation we will still honor a repair or exchange for the consumer's deviceThe consumer has agreed to the resolution
We are sorry for any issues the consumer had with their device. When a claim is filed on a TV and it is deemed to have an irreparable issue we move the claim to replacement When a replacement TV is selected the specifications of the consumer's original device are taken in to
account to ensure we are replacing with a comparable models The consumer has been sent three different comparable models to chose from.Since the consumer is not happy with the comparable replacement TV's offered we have made the exception to reimburse them for their item price
SquareTrade apologizes for any confusion or misunderstanding of our Terms & ConditionsWe require all consumers to be responsible for reading and abiding by the term and conditions of their warrantyThese conditions state, "We may cancel this Protection Plan at Our option on the basis of
nonpayment, fraud, or material misrepresentation by You." Since the consumer, in this case, purchased a warranty for a device that was purchased beyond the purchase range (30-days), we have canceled the warrantyAll warranties when purchased ask a fundamental question regarding device eligibilityBefore a purchase can be made, the consumer must agree and check this statement to be true, "I confirm that all of the items I'm protecting are new and have been purchased in the last days."Unfortunately, This was confirmed by the consumer but was not applicable to the device presented by the consumerMoving forward, we would be unable to provide assistance and can confirm that the warranty refund was processed on*/**/***
We apologize to the consumer for the delay.Per our terms and agreements, the consumer is responsible for providing us with a complete copy of proof of purchaseWe did in fact receive the proof of purchase and our claim specialist were unable to view it due to it being a .msg fileOur Resolution
Team was able to open view the proof of purchase to process a new claimWe have reached out to the consumer to discuss resolution options
Squaretrade completely understands the skepticism and looks forward to having this resolved for the consumer
Initial Business Response /* (1000, 5, 2015/11/10) */
m company has no respect for its customers and deserves much more invective than I have proffered
We apologize the consumer had issues with their deviceThe consumer has left derogatory messages and been verbally abusive to staff members while working with us to resolve his concernsWe would like to resolve the consumer's complaint in a
professional manner
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This lowlife s
The lowlifes are obfuscating the issue but say nothing about my entitled refund
I demand my full refund and then I want them to implodeDO NOT MARK THIS COMPLAINT AS RESOLVED!!!!!!
Final Business Response /* (4000, 9, 2015/11/19) */
Our records indicate that the consumer's warranty has not been cancelled and is still active
We have tried to reach him via phone and email to confirm how he would like to move forward but we have not received a response
We apologize for the inconveniences the consumer experienced. After reviewing the account, the reimbursement for the diagnostic fee has been processed for the consumer
Complaint: ***I am rejecting this response because whoever responded from Squaretrade has provided numerous misleading and wrong informationI can see the need to lie and provide wrong information so that this company can save its faceLets go one by one
"In reference to the consumer's item in particular there have been several issues dating back since 2015" - SORRY - there was only issue in 2015, and Squaretrade neither provides any option for a customer to look into the details of our claims online nor sends email with the details of the claimsIt was only now, in Feb-Mar of this year 2018, I raised one claim to fix the focussing issue and for that Squaretrade created multiple claimsMaybe to showcase number of claims they process and how admirable this company isBut the fact is, Squaretrade chose to close my claim without resolving, and then again would open a new claim and who ever responded provides wrong information that there have been several issues daring back NO Squaretrade NO....its only claims
"We have just recently as 3/30/advised the customer to send the device back to us so that we can attempt to fix the issue" - SORRY - this is also wrong informationThe last communication on that day 30th March was NOT to send the item back - if thats the case, then where is the RETURN LABEL? It was me who requested to check with their supervisor to see if I can locally get diagnosis doneAfter 10-mins, the agent informed that yes, I have been approved for upto $in diagnosis fees and they would like me to send the quote to them
"we have even offered to have him send his item in to the manufacturer and we will pay for the repairs": SORRY - there was no offer made to me, in fact I told the reps, that if Squaretrade technicians are not able to identify the focussing issue, they should have contacted OPTOMA who is aware of the issueDuring the same conversation, I told them that I am not finding any authorised Optoma technician in Phoenix, and it would be nice to have it repaired by the manufacturer or their authorised repair techniciansI was NOT offered at that time to ship it to OptomaWhat I was offered on checking with the customer repon authorised repair center was 'AV Electronics Services' * *** *** *** *** *** ** *** and I was also provided their phone number -***
"our technicians discard them on a daily basis specifically if they believe that repackaging the item in that box can cause the unit further damage." - I was also told that my box was damaged, where as now also its mentioned that it was kind of damaged, however please note, Squaretrade is lying again and providing wrong informationMy original box was within another box and it was shipped in the same way in which Squaretrade returned my projector for the 1st timeThey did send my original box inside another box, and I was happy for thatHowever 2nd time when they returned, they took my box which was inside another box and then refused to return citing, it was damaged, which CANNOT happenIts hard to believe that during transportation, boxes were damaged, in which case Squaretrade needs to file a case against FEDEX
"We have tried to assist the customer in every way we have availableFirst we tried having our techs fix the issue, next we advised the customer to bring it to a local repair shop or even send it to the manufacturer for repair" - SORRY Squaretrade, YOUR agents did not help me in any way...each agent assumed to be a technician and told me their was no issueYou tried to fix, but you FAILEDYou DID NOT ask me to go to local shop, I demanded that I should be allowed to go to local repair shop as you guys could not even identify the issueYou did not ask me to send it to Manufacturer, in fact I siggested as Optoma doesnt have authroised repair shopIn fact your agents told me that Squaretrade WILL NOT contact Optoma to get it repaired
--------
Now for the resolution - Squaretrade needs to get my projector fixed and return my original box or buy the original box and send it to meThe reason for the orignal box is that without the box, my projector has lost its value.
Also the technician where I went, was able to see the issue, and mentioned its optics needs to be replaced and he will be providing me the quote once he gets the quote from OptomaThis PROVES that the unit has a defect, and Squaretrade returned my unit twice without repairingI lost time in sending this unit twice to them, I lost money in installing and uninstalling, I lost time and money in driving to the repair shop and I lost my original box having the Serial Number in itIf Squaretrade technician had tried to review a document projected from this projector, they would have seen the issue easily, which is how the repair shop found it
Squaretrade needs to fix this wrong doings with the customersI want Squaretrade to replace this unit and ship me the comparable or same unit in the boxAlso I am not willing to have it repaired at this local repair shop as its not authorised and only warranty I get is for days from this store.
Hence, either they reimburse me for the projector which will help me to buy it OR replace it as per their policy since they are not able to fix the issue
A sincere request to Squaretrade - do not mislead customers and Revdex.com with wrong information - be fair and genuineI can see that such a big company indulging in foul play when I had to complain.
Thanks
Sincerely,Kiran ***
No email response received Complaint* ***I am rejecting this response because:Sincerely,*** ***
We are sorry for any issues the consumer had with their deviceAn item purchased form *** would be eligible to receive coverage through SquareTrade directlyAfter reviewing the consumer's account the matter has been resolved
We are sorry for any confusion experienced during the claim process.The consumer seems to be confused as to how and when our service guarantee is applicableSquaretrade states "We will pay you the full replacement value OR fix your item and ship it back to you within business days of receiving
the item at our depot".
According to our records, the consumer shipped the unit in on *** and was delivered to our depot as of ***A check for the full value of the unit was issued ***Not only did we provide the payment resolution within day of the consumer shipping in their device, we are currently resending the check.
Unfortunately, the service guarantee is for situations in which a consumer has not received a resolution for their claim more than days after their item arriving at our depotRegretfully, we're unable to provide any additional compensation in connection with this warranty
Initial Business Response /* (1000, 5, 2015/06/22) */
We are sorry the consumer had issues with their device
We will process a claim as long as it is filed prior to the expiration date of the warrantyWe apologize for the delay this consumer has experiencedThey deserve a full payout as they
have expected
Sometimes when a receipt is sent it does not get processed properlyWe believe this is what happened in this case
The claim has been processed and an approval email with the label to return the unit to us was emailed on June Once the consumer sends the camera to us we will send them a check for the price of the camera
Initial Consumer Rebuttal /* (3000, 13, 2015/07/14) */
I was informed by Square Trade as of 6/22/that they would send me a check refunding me the complete cost of the camera, as per the terms of our warrantyThey had already sent me a shipping label with which to return the camera, which I promptly shipped
They reported the check would be received within 6-business days, even prior to their receipt of the camera, contrary to their initial response to the Revdex.com complaintFrom my 6/22/email with a member of their customer support team:
"According to our records you have received the approval email with the shipping label attachedPlease affix the label to a box and send the broken camera to usNormally we would wait until we received the camera before we process your payment but because of the delay you experienced we are going to start the payment process before that timeYou should receive a check in - business days, around July 6."
However, it is now 7/10/15, full business days, and I have yet to receive anything at the address at the updated contact information I also provided themI would appreciate this claim being left open until reception of the check
Final Business Response /* (4000, 15, 2015/07/16) */
We apologize for the delay the consumer experienced in receiving the paymentWe do not have an explanation as to whyWe have resent the payment overnightAccording to the shipper's tracking number the check was delivered on 7/15/
Final Consumer Response /* (2000, 17, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received & cashed the check as of 7/16/15, and appreciate the response by Square Trade in resolving this longstanding dispute
Cheers,
***