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
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, 2015/11/10) */
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
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
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 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
We apologize for the inconveniences the consumer experienced. After reviewing the account, the reimbursement for the diagnostic fee has been processed for the consumer
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
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 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, *** ***
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*/**/***
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, *** ***
According to our records, it appears as though the payout amount of the speaker was initially incorrect on our endAfter this was brought to our attention, we received a confirmation of the full purchase price via email from the consumer and have since re-adjusted the payout amount to reflect the correct purchase price.Squaretrade is always striving to deliver the best service possible, and in this instance, we appreciate the consumer's patience while we resolved this situation
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they reached out to SquareTrade after their day rework period had passed According to the terms and conditions of the consumer's warranty the total amount SquareTrade "will pay
for repairs or replacement made in connection with all claims that you make pursuant to this Protection Plan shall not exceed the Coverage Amount." The consumer's previous repairs completed their warranty. Due to the consumer's warranty being completed and the day rework period expiring we are not able to provide further coverage to the device
We are sorry for any confusion experienced during the claim process.According to our records, the warranty purchased for the TV only covers up to $***, this is why the offer presented did not seem comparableOur technicians also factor in the pricing of replacements, the unit requested by the
consumer is $***Per Squaretrade's Terms & Conditions, it is the consumer responsibility to "Correctly select the right SquareTrade Protection Plan for your product based on condition, price or purchase location."Unfortunately, we would not be able to reimburse or cover anything over the warranty cap of $*** We have processed a reimbursement for the total warranty amount on ***
We apologize for any inconvenience that the consumer might have experienced during this process
The consumer was approved for a claim on 10/27/and sent the item in to our repair center on 1/05/2018.After going through extensive diagnostics our repair center could not duplicate the issues the
customer claimed to have so the laptop was sent back to the customer
As for any type of physical damage that does not affect functionality of the item we are not liable per our contract whether the consumer sends the item in with said cosmetic damages or is received with cosmetic damages due to shipping
The consumer does have a active warranty and is more than welcomed to call in to our service department to file another claim for the issues he has mentioned
Complaint:***I am rejecting this response because: Some information listed is untrue. All addresses given for delivery of my device were valid addresses. The first time delivery attempt was made to my business address on a Sunday. Most businesses are NOT open on weekends, as I work with the *** ** *** *** as we are not open on the weekends. The second attempt, as I was told was made on a weekday around Noon (to the same address) and it was said the business was closed. Our building is open daily from am until pm eastern standard time Monday-Friday. So, I don't know what happed. The third attempt was made to my home, supposedly. I wasn't given any detailed information on this attempted delivery but they were instructed to leave to package with no signature needed. Instead it was sent back ad undeliverable once again. After this, I was just last week (Friday, June 16) told that the item would be shipped out on today, Monday, June 19. I was told that my original item was recently deemed non repairable and that a replacement would be sent out to me. It just seems like the company didn't know what was going on with my item and I have received no type of refund for what I paid for my warranty. 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 completely understands the skepticism and looks forward to having this resolved for the consumer
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, 2015/11/10) */
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
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
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 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
We apologize for the inconveniences the consumer experienced. After reviewing the account, the reimbursement for the diagnostic fee has been processed for the consumer
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
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 $***
No email response received Complaint* ***I am rejecting this response because: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, *** ***
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*/**/***
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, *** ***
According to our records, it appears as though the payout amount of the speaker was initially incorrect on our endAfter this was brought to our attention, we received a confirmation of the full purchase price via email from the consumer and have since re-adjusted the payout amount to reflect the correct purchase price.Squaretrade is always striving to deliver the best service possible, and in this instance, we appreciate the consumer's patience while we resolved this situation
We are sorry for any issues the consumer had with their device. Looking into the consumer's account, they reached out to SquareTrade after their day rework period had passed According to the terms and conditions of the consumer's warranty the total amount SquareTrade "will pay
for repairs or replacement made in connection with all claims that you make pursuant to this Protection Plan shall not exceed the Coverage Amount." The consumer's previous repairs completed their warranty. Due to the consumer's warranty being completed and the day rework period expiring we are not able to provide further coverage to the device
We are sorry for any confusion experienced during the claim process.According to our records, the warranty purchased for the TV only covers up to $***, this is why the offer presented did not seem comparableOur technicians also factor in the pricing of replacements, the unit requested by the
consumer is $***Per Squaretrade's Terms & Conditions, it is the consumer responsibility to "Correctly select the right SquareTrade Protection Plan for your product based on condition, price or purchase location."Unfortunately, we would not be able to reimburse or cover anything over the warranty cap of $*** We have processed a reimbursement for the total warranty amount on ***
We apologize for any inconvenience that the consumer might have experienced during this process
The consumer was approved for a claim on 10/27/and sent the item in to our repair center on 1/05/2018.After going through extensive diagnostics our repair center could not duplicate the issues the
customer claimed to have so the laptop was sent back to the customer
As for any type of physical damage that does not affect functionality of the item we are not liable per our contract whether the consumer sends the item in with said cosmetic damages or is received with cosmetic damages due to shipping
The consumer does have a active warranty and is more than welcomed to call in to our service department to file another claim for the issues he has mentioned
Complaint:***I am rejecting this response because: Some information listed is untrue. All addresses given for delivery of my device were valid addresses. The first time delivery attempt was made to my business address on a Sunday. Most businesses are NOT open on weekends, as I work with the *** ** *** *** as we are not open on the weekends. The second attempt, as I was told was made on a weekday around Noon (to the same address) and it was said the business was closed. Our building is open daily from am until pm eastern standard time Monday-Friday. So, I don't know what happed. The third attempt was made to my home, supposedly. I wasn't given any detailed information on this attempted delivery but they were instructed to leave to package with no signature needed. Instead it was sent back ad undeliverable once again. After this, I was just last week (Friday, June 16) told that the item would be shipped out on today, Monday, June 19. I was told that my original item was recently deemed non repairable and that a replacement would be sent out to me. It just seems like the company didn't know what was going on with my item and I have received no type of refund for what I paid for my warranty. Sincerely,*** ***