We apologize for any misunderstanding regarding our warranty polcies
Squaretrade provides information regarding the warranty deductible upon purchase, as well as the ability to cancel the policy within the first thirty days for a full refundIn this instance one of our agents reached out to the
consumer to explain our policies and resolve the matter
We apologize for any inconvenience that the consumer might have experienced during this processIn reference to the consumer's experience with us in trying to file a claim we are really sorry for the difficulty she encountered.The problem is that we do not allow claims to be filed online
for security reasonsI do see however that the consumer managed to call on 04/09/and received a resolution that was more in line with her needs! In addition a check is being sent out for the cost of the diagnostic the consumer assumed
Initial Business Response /* (1000, 5, 2015/11/11) */
The consumer has taken legal action to resolve the complaintAt this time SquareTrade's Legal department will be moving forward with the case
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
Hello,
My name is *** ***My case
# is XXXXXXXXThis message is requesting specific action in regards to this case
A SquareTrade Resolution Specialist named *** has reached out to meBefore doing anything further, *** stated that he wants to wait and here from the Revdex.com directlyCould you have the Revdex.com individuals assigned to my case contact ***?
Here's his information
- Name: ***
- Phone: *** ext***
- email (not his personal email, its a bulk email address..): ***@squaretrade.com
As mentioned above, the email address appears to be a bulk email address, not specific to the SquareTrade employee
Please handle my case with urgencyThe broken laptop is used by my wife, ***, for workShe's told me the current state of affairs is negatively impacting her productivity on the jobI am hoping this situation is rectified with expediency - so far SquareTrade is failing to do soPerhaps the Revdex.com can change that
*** ***
***
XXX-XXX-XXXX
Case #: XXXXXXXX
Final Business Response /* (4000, 16, 2015/11/20) */
The consumer has been contacted and is aware he will be receiving a reimbursement for his device within 7-business days
Final Consumer Response /* (2000, 18, 2015/11/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate SquareTrade coming through for meIn the end, they honored my warrenty
We are sorry the consumer was having issues with their device
After reviewing the account we are showing that the consumer purchased a refurbished device and warranty that has a cap amount of *** from the re-sellerThe payout amount for the claim should have been *** but it appears the
consumer was sent an alternate amount in errorWe decided to honor what we had sent and processed a secondary amount for the ***Squaretrade proceeded to refund the warranty cost after we satisfied the contract resulting an additional *** being issuedCurrently we have reimbursed the consumer above and beyond the amount guaranteed by the contract and no further action will be taken
Complaint:***I am rejecting this response because:Sincerely,*** ***
I was told by Daisy SquareTrade Care Specialist re: Ticket [#***] that a full refund will process in business day for $*** via check mail out to *** *** *** *** *** ** *** ** *** which I haven't receive but I will accept full refund of $***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and even though I have not received the refunds as of yet I believe they will in fact do as promisedI find that this resolution is satisfactory to me once they have done soSincerely, *** ***
Complaint: ***I am rejecting this response because: this company can call this case closed if they want, just another example of their lack of respect and business sense I have a great lady who is trying to assist me from *** and without her we would still be at square one She called me twice last *** to tell me that she had reached out to a higher authority than the ones we have been dealing with After checking mail and e-mail for the never received form I called and left her a message She returned my call and said she was going to reach out to them AGAIN to see what the problem was About *** in the afternoon I received a call from "***" who said he had gone ahead and sent the form on my e-mail, and it did come When we discussed the mailing of the computer and the fact that it did not fit the box they furnished he told me to take it to *** ground and have them repackage it and he would pay the extra charges He also said he would refund the purchase price of the extended contract Again, we got off on me sending things on my computer and I told him that was exactly one of their problems They live in an alternate universe and apparently don't realize that not only do all people not have a computer or a smart phone Most of them can't take pictures and send on the computer anyway How would I be doing that if my computer was not functioning when I got to the *** ** office and showed him the box and packing material furnished me by square trade he also said there was no way that the computer could have fit in what they furnished So, the form was finally filled out and the computer was finally shipped It only took three weeks They can call this case whatever they want to call it but it is not closed until I have MY computer back in working order and I have received the compensation for the shipping and the extended contract.*** ***
We were originally going to reimburse you for market value of the device in questionwe have requested a quote showing it would cost more than $***Unfortunately our Assurance Team confirmed that the consumer submitted an invoice that was edited for that amountUnfortunately, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel Protection Plans where material misrepresentation is suspectedAn Assurance team manager has already contacted the consumer & informed we will be canceling & refunded all existing Protection Plans associated with your account and blocked your account(s) due to significant irregularitiesDue to this we are unable to provide any warranty service
Complaint: ***I am rejecting this response because: We did receive our repaired computer a day later than they said it would arrive I am rejecting this response because as of this date, we have still not received the refund check we were promised as stated in their response.Sincerely,*** ***
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 ASSUMING they honor their commitment to pay under the protection plan purchased if another computer failure occurs as they stated prior response (with no objection or difficulties).Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize that the consumer is experiencing issues with their device
We have reached out to the consumer via email and phone to resolve the issue but have not received a response
We apologize for the difficulty experienced with this claim
Squaretrade utilizes the retrieval of information and basic troubleshooting as a standard part of the TV claim processThis is to ensure we are providing the most appropriate resolutions, and to determine if the issue is covered
beneath this policy
In this circumstance Squaretrade was provided images which did not show the whole front of the item, which would be needed to proceedAll images provided are closer to the screen than requested and do not show the four corners of the displayShould these images become available we would request the consumer contacts usOtherwise we would be unable to provide service on this policyWe apologize for the inconvenience and hope to speak to the consumer soon
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough the expedited funds are acceptable, I do want to make sure that their communication next time round is much better in situations like this
Thank you Revdex.com for getting a quick response from the company for me!Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their deviceOur records indicate a resolution has already been providedThe consumer will be reimbursed for the device and for the inconvenience we will be refunding the consumer for his
warranty
We are sorry the consumer had issues with their phone
We offer an advance exchange of a phone, same model, if we have one in stockIn this case we did not have a phone available and were not able to process a claim without the consumer being without a phone for a while
We spoke to the
consumer and were able to come up with a plan to be able to reimburse the customer with a minimal amount of down time.
We are sorry for any delays experienced during the claim process
We have resent the affidavit by email and we have also sent a physical copy via mailOnce the consumer receives, signs, and returns the affidavit we will process the reimbursement for the unitRegarding the invalid plan that was purchased for the DVR unitSquaretrade's Terms and Conditions under section 8, letter B states, "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location."Since the item is used and the warranty is for a new item, the coverage is invalid and we would be unable to provide coverageIf the consumer feels they were sold an item that was incorrectly represented, we recommend contacting the reseller
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI went to the store, Toys R Us, and was issued a full refund for the product and the policy with SquareTrade.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device
According to our records we arranged for a local technician to work on their deviceThey were not able to contact the consumerFor that reason we closed the original claimWhen the
claim was filed again the system incorrectly did not process the claim due to missing informationIn fact the information was not neededAs the warranty has expired we are going to make a one-time exception and have the consumer paid out for the price of his device
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for making things correct and when I spoke to a representative on the phone they agreed there was no excuse for this and for me that means a lotSquare Trade has agreed to send me a check within weeks that will cover the claimI think that this is a rare issue with Square Trade and they have shown that they do care about the customer
We apologize for any misunderstanding regarding our warranty polcies
Squaretrade provides information regarding the warranty deductible upon purchase, as well as the ability to cancel the policy within the first thirty days for a full refundIn this instance one of our agents reached out to the
consumer to explain our policies and resolve the matter
Complaint: ***I am rejecting this response because:Sincerely,*** ***
We apologize for any inconvenience that the consumer might have experienced during this processIn reference to the consumer's experience with us in trying to file a claim we are really sorry for the difficulty she encountered.The problem is that we do not allow claims to be filed online
for security reasonsI do see however that the consumer managed to call on 04/09/and received a resolution that was more in line with her needs! In addition a check is being sent out for the cost of the diagnostic the consumer assumed
Initial Business Response /* (1000, 5, 2015/11/11) */
The consumer has taken legal action to resolve the complaintAt this time SquareTrade's Legal department will be moving forward with the case
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
Hello,
My name is *** ***My case
# is XXXXXXXXThis message is requesting specific action in regards to this case
A SquareTrade Resolution Specialist named *** has reached out to meBefore doing anything further, *** stated that he wants to wait and here from the Revdex.com directlyCould you have the Revdex.com individuals assigned to my case contact ***?
Here's his information
- Name: ***
- Phone: *** ext***
- email (not his personal email, its a bulk email address..): ***@squaretrade.com
As mentioned above, the email address appears to be a bulk email address, not specific to the SquareTrade employee
Please handle my case with urgencyThe broken laptop is used by my wife, ***, for workShe's told me the current state of affairs is negatively impacting her productivity on the jobI am hoping this situation is rectified with expediency - so far SquareTrade is failing to do soPerhaps the Revdex.com can change that
*** ***
***
XXX-XXX-XXXX
Case #: XXXXXXXX
Final Business Response /* (4000, 16, 2015/11/20) */
The consumer has been contacted and is aware he will be receiving a reimbursement for his device within 7-business days
Final Consumer Response /* (2000, 18, 2015/11/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate SquareTrade coming through for meIn the end, they honored my warrenty
We are sorry the consumer was having issues with their device
After reviewing the account we are showing that the consumer purchased a refurbished device and warranty that has a cap amount of *** from the re-sellerThe payout amount for the claim should have been *** but it appears the
consumer was sent an alternate amount in errorWe decided to honor what we had sent and processed a secondary amount for the ***Squaretrade proceeded to refund the warranty cost after we satisfied the contract resulting an additional *** being issuedCurrently we have reimbursed the consumer above and beyond the amount guaranteed by the contract and no further action will be taken
Complaint:***I am rejecting this response because:Sincerely,*** ***
I was told by Daisy SquareTrade Care Specialist re: Ticket [#***] that a full refund will process in business day for $*** via check mail out to *** *** *** *** *** ** *** ** *** which I haven't receive but I will accept full refund of $***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and even though I have not received the refunds as of yet I believe they will in fact do as promisedI find that this resolution is satisfactory to me once they have done soSincerely, *** ***
Complaint: ***I am rejecting this response because: this company can call this case closed if they want, just another example of their lack of respect and business sense I have a great lady who is trying to assist me from *** and without her we would still be at square one She called me twice last *** to tell me that she had reached out to a higher authority than the ones we have been dealing with After checking mail and e-mail for the never received form I called and left her a message She returned my call and said she was going to reach out to them AGAIN to see what the problem was About *** in the afternoon I received a call from "***" who said he had gone ahead and sent the form on my e-mail, and it did come When we discussed the mailing of the computer and the fact that it did not fit the box they furnished he told me to take it to *** ground and have them repackage it and he would pay the extra charges He also said he would refund the purchase price of the extended contract Again, we got off on me sending things on my computer and I told him that was exactly one of their problems They live in an alternate universe and apparently don't realize that not only do all people not have a computer or a smart phone Most of them can't take pictures and send on the computer anyway How would I be doing that if my computer was not functioning when I got to the *** ** office and showed him the box and packing material furnished me by square trade he also said there was no way that the computer could have fit in what they furnished So, the form was finally filled out and the computer was finally shipped It only took three weeks They can call this case whatever they want to call it but it is not closed until I have MY computer back in working order and I have received the compensation for the shipping and the extended contract.*** ***
We were originally going to reimburse you for market value of the device in questionwe have requested a quote showing it would cost more than $***Unfortunately our Assurance Team confirmed that the consumer submitted an invoice that was edited for that amountUnfortunately, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel Protection Plans where material misrepresentation is suspectedAn Assurance team manager has already contacted the consumer & informed we will be canceling & refunded all existing Protection Plans associated with your account and blocked your account(s) due to significant irregularitiesDue to this we are unable to provide any warranty service
Complaint: ***I am rejecting this response because: We did receive our repaired computer a day later than they said it would arrive I am rejecting this response because as of this date, we have still not received the refund check we were promised as stated in their response.Sincerely,*** ***
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 ASSUMING they honor their commitment to pay under the protection plan purchased if another computer failure occurs as they stated prior response (with no objection or difficulties).Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/11/02) */
We apologize that the consumer is experiencing issues with their device
We have reached out to the consumer via email and phone to resolve the issue but have not received a response
We apologize for the difficulty experienced with this claim
Squaretrade utilizes the retrieval of information and basic troubleshooting as a standard part of the TV claim processThis is to ensure we are providing the most appropriate resolutions, and to determine if the issue is covered
beneath this policy
In this circumstance Squaretrade was provided images which did not show the whole front of the item, which would be needed to proceedAll images provided are closer to the screen than requested and do not show the four corners of the displayShould these images become available we would request the consumer contacts usOtherwise we would be unable to provide service on this policyWe apologize for the inconvenience and hope to speak to the consumer soon
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough the expedited funds are acceptable, I do want to make sure that their communication next time round is much better in situations like this
Thank you Revdex.com for getting a quick response from the company for me!Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/12/14) */
We apologize the consumer experienced issues with their deviceOur records indicate a resolution has already been providedThe consumer will be reimbursed for the device and for the inconvenience we will be refunding the consumer for his
warranty
Revdex.com:they didnt have any further response. I went ahead and just got another tvSincerely, James ***
We are sorry the consumer had issues with their phone
We offer an advance exchange of a phone, same model, if we have one in stockIn this case we did not have a phone available and were not able to process a claim without the consumer being without a phone for a while
We spoke to the
consumer and were able to come up with a plan to be able to reimburse the customer with a minimal amount of down time.
We are sorry for any delays experienced during the claim process
We have resent the affidavit by email and we have also sent a physical copy via mailOnce the consumer receives, signs, and returns the affidavit we will process the reimbursement for the unitRegarding the invalid plan that was purchased for the DVR unitSquaretrade's Terms and Conditions under section 8, letter B states, "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location."Since the item is used and the warranty is for a new item, the coverage is invalid and we would be unable to provide coverageIf the consumer feels they were sold an item that was incorrectly represented, we recommend contacting the reseller
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI went to the store, Toys R Us, and was issued a full refund for the product and the policy with SquareTrade.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device
According to our records we arranged for a local technician to work on their deviceThey were not able to contact the consumerFor that reason we closed the original claimWhen the
claim was filed again the system incorrectly did not process the claim due to missing informationIn fact the information was not neededAs the warranty has expired we are going to make a one-time exception and have the consumer paid out for the price of his device
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for making things correct and when I spoke to a representative on the phone they agreed there was no excuse for this and for me that means a lotSquare Trade has agreed to send me a check within weeks that will cover the claimI think that this is a rare issue with Square Trade and they have shown that they do care about the customer