Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] The business reached out to me and offered an acceptable resolutionI received several refunds/credits due to the nature of my compliantHowever, one refund has still not been receivedI will close the complaint with a satisfactory resolution as soon as I receive the final refund checkSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: there listed response is what they sent me a few weeks ago and I already recorded and ssent what they asked for and called them a few weeks ago my last response were my resultsSincerely,James [redacted]
We are sorry for any confusion experienced during the claim processSquaretrade had offered the consumer the resolution of reimbursement on [redacted] , the consumer declined in favor of a second opinion via a local repair shopThe consumer contacted Squaretrade and advised that the unit was deemed beyond repair by the shopThe reimbursement option was then re-offered but at this time the price for the upgraded replacement device had done down to $ [redacted] per their carriers websiteSquaretrade's service contract states we will "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount" due to this we would only be able to provide the settlement amount of the $ [redacted] already given
We apologize for any inconvenience that the consumer might have experienced during this process.We cover our consumers for the cost of their item when they pay the warranty costThe consumer we are dealing with today has a low limit of liability which limits us in reference to what we can offer the consumerWe attempted to offer the consumer products which were inside his limit of liability which he refusedThe consumer has every right to refuse at which point we moved forward with a payout as our warranty clearly states.The consumer will be reimbursed for the total cost of their item as when first purchasedThis is reason why this consumer paid for this warranty, to be protected for the total cost of their purchased item.We believe that coming to this conclusion will give the consumer the liberty to explore purchasing a new item at his discretion and suitability.What we will not do is refund the purchase price of the warranty since they are now benefiting from their wise decision of purchasing such a warrantyA warranty which if they did not buy would have left them with an expensive non working item to which the only solution would've equated to considerable out of pocket cost for the consumer.In the end we have done what we promised our customers we would do and that is to make sure they are protected for the cost of their item!
We understand the consumers concerns and can confirm we have a resolutions specialist in contact with the consumer to ensure a smooth claim processIf the consumer has any questions or concerns, we recommend he reach out to our specialist for assistance
We are sorry for any issues the consumer had accessing their rewards points After reviewing the account we have determined the consumer should have 14, points We have updated the consumers account to reflect this amount
Complaint: [redacted] I am rejecting this response because: The business has had adequate time to respond and have not performed as they have said they would in their response Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ We apologize for the issue the consumer experienced with their deviceThe printerhead was replaced by the repair shopAs stated in the warranty terms & conditions we do not cover buyer replaceable partsFor this specific make & model the printerhead is a replaceable partAs as one time exception we will reimburse the consumer for the repairsThe consumer can expect to receive a check for the repair amount within 7-business days Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the offer to refund me the cost of repair ($522.28), though they did not state itI am glad that they have decided to handle this manner in a more professional way than the experience I've had over the last several weeksOne point I must emphasize is that the warranty agreement I was given does not show any exclusivity to parts that were not be coveredIt clearly states that my printer is covered "100% parts and labor, no deductibles." This was followed in smaller prints by, "We've got you coveredYou pay nothing." I'm not sure what I'm missing hereTheir fulfillment of this warranty will help me rebuild my confidence in them because their warranty offerings are carried by most of the stores I do business withI'll be looking forward to the check within the next several daysThank you Final Business Response / [redacted] (4000, 16, 2016/04/01) */ We apologize for the delay We have reached out to the consumer to confirm the reimbursement process and should be receiving it within the next 7-business days Final Consumer Response / [redacted] (2000, 18, 2016/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I'm accepting this business' proposal to reimburse me, please do not close this case until I receive the reimbursementReason for my request is based on the previous unfulfilled promise they made on Wednesday, February 17, promising to reimburse me in 7-business daysIt's been days now and nothing has happenedI will make sure I contact you if this "promise" comes throughI am still baffled by the way this company has continued to represent itself so negativelyThank you again for hanging in there with me
We are sorry for any issues that consumer had with their device According to the consumers warranty contract we do not cover: "Accessories and Buyer-Replaceable Parts: We don't cover accessories or parts that are meant to be replaced by the buyer, like earpieces and ink cartridges." Due to the stylus pen being a consumer replaceable item, we would not be able to reimburse the item costThe concern's of the consumer involving product design should be directed to the items manufacture
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device Our records indicate the consumer has been in contact with a Resolutions Specialist and the claim has been approved for local repairOnce we have the invoice the consumer will be promptly reimbursed Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still in the process of trying to get my computer fixedI have not been able to drive to get out to get it fixed, so I called to change the repair methodA short time after I filed this complaint to personally handle my claim, one of their representatives in customer care personally called meHe worked with me, and even refunded my original warranty fee as a good faith gestureUnfortunately, when I tried to call him to update my request, it took me a few tries to reach himHis outgoing message never said he was on vacation hours etcI finally reached him on the last try when I tried calling him from a different phone number (I hope my calls were not being screened)I also became concerned about being reimbursed quickly if I decided to get the computer fixed by a certified computer repair shopSo not being able to get out to get it fixed worked outI called last Wednesday, XX-to get a box to send it to them for repair sent to me, and I am still waiting on that box and today is 1-4-That is where we are at this pointThis issue is not resolved; but I will continue to report on the process Final Business Response / [redacted] (4000, 9, 2016/01/14) */ The consumer's claim has been approved for payout & the check was initiated for processing on 1/12/She can expect to receive it in 7-business days
We apologize if there was any dissatisfaction with our claims process Troubleshooting is utilized as a standard part of the claims process for electronic devices such as cellphones and televisionsThis is to ensure we are isolating the issue and providing the consumer a resolution which will resolve their issueThough we understand this item has previously been repaired we request the consumer calls back in to complete this processIf we are unable to have the item satisfactorily operating after repeated repair attempts we have alternative resolutions reserved to ensure the consumer completes the claims process with a fully operational device
We apologize for any inconvenience that the consumer might have experienced during this process We denied the consumer's claim based on the diagnostics test referenced in the below e-mail sent to the customer on 2/22/at 7:00PM: Hello, I’m reaching out with an updateWe've contacted with our repair center regarding audit results as per your requestPlease see below the results which we've got from our repair center.''This machine was audit failed due to liquid exposure on the trackpad flex assemblyUpon tearing the unit down we found liquid sensor indicators tripped internally.'' Thanks, The SquareTrade Claims Team Being that liquid was found on the trackpad assembly and further, upon removing the encasing the liquid sensor indicators were also tripped internally this voicded the consumer's warranty The reason this voided the consumer's warranty is because their warranty is a standard warranty which only covers mechanical and electrical issuesThe customer did not have the warranty that covers accidental damage which would have included liquid damage As a result the claim was denied and the warranty voided
We are sorry for any issues the consumer experienced with their device According to our records, the consumer contacted us to file a claim on their laptop due to "Dropped it and broke the body, can't open the laptop"We received the laptop on 4/14/ [redacted] and it was determined on 4/18/ [redacted] that the parts required to fix the unit needed to be ordered from the manufacturerThe majority of the parts came in but due to one part being back ordered even longer, the repair was delayed againWe show that by 5/18/ [redacted] that part had still not arrived and were given an ETA of 5/23/ [redacted] by the part manufacturerAccording to our depot, the unit was not fully functional and was deemed unrepairable as the part required to complete the repair was taking too long5/24/ [redacted] the laptop was salvaged and the hard drive sent backA reimbursement check for the units cost was processed as a checkRegarding the $ [redacted] reimbursement, that was for our service guarantee and was half of the warranty amountWe have since provided the remaining half via a check as wellUnfortunately, Squaretrade is unable to provide additional funds beyond the purchase price of the deviceMoving forward, as the remaining warranty cost, as well as the device cost, have been processed, we would be unable to provide any additional assistance in connection with the warranty or claim
The brochure does not state many of our policy and procedures since it is not our terms and conditions, but rather a way to detail the benefits of the protection planThis is why we provide copies of the protection plan and make attempts to email copies to all of our consumersWe also give our consumers days from purchase to cancel the plan with a full refund and a prorated refund after that periodMoving forward, we would be unable provide any additional coverage in connection with this warranty or claim
Initial Business Response / [redacted] (1000, 6, 2015/06/22) */ We are sorry the consumer had issues with their devices As per our Terms and Conditions "Once we receive your item, we'll repair it within days and then ship it back to you." Due to possible delays in shipping, that we have no control over, we cannot guarantee shipping times only repair time The monthly payments would continue until the warranty has been paid offIt is not a month to month coverage plan but a month to month payment for a warranty that runs for years The delay in claim approval was due to a new procedure in processing claims Due to the poor response the customer has experienced we [redacted] reimburse them the deductible they have already paid on both claimsWe have emailed the customer to let them know what we are doing for these claims
We are sorry for any issue the consumer experienced with their device SquareTrade requires repairs to be attempted before we are able to offer a replacement or reimbursement for an itemThe consumer has agreed on [redacted] to proceed with a repairMoving forward the concern has been addressed and we apologize for any confusion
We are sorry for any delays experienced during the claim process.Squaretrade wants to ensure that upon calling our customer service line, all consumers are advised that our calls are recorded for quality assuranceMoreover, if the consumer has still not received the reimbursement check, we will be sending a replacement check as of [redacted]
We are sorry for a [redacted] confusion experienced during the claim process Currently, the consumer's check is en route and would recommend referring to our resolution specialist who she has been working with for all updatesWe understand your frustration and appreciate your patience
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 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, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] The business reached out to me and offered an acceptable resolutionI received several refunds/credits due to the nature of my compliantHowever, one refund has still not been receivedI will close the complaint with a satisfactory resolution as soon as I receive the final refund checkSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: there listed response is what they sent me a few weeks ago and I already recorded and ssent what they asked for and called them a few weeks ago my last response were my resultsSincerely,James [redacted]
We are sorry for any confusion experienced during the claim processSquaretrade had offered the consumer the resolution of reimbursement on [redacted] , the consumer declined in favor of a second opinion via a local repair shopThe consumer contacted Squaretrade and advised that the unit was deemed beyond repair by the shopThe reimbursement option was then re-offered but at this time the price for the upgraded replacement device had done down to $ [redacted] per their carriers websiteSquaretrade's service contract states we will "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount" due to this we would only be able to provide the settlement amount of the $ [redacted] already given
We apologize for any inconvenience that the consumer might have experienced during this process.We cover our consumers for the cost of their item when they pay the warranty costThe consumer we are dealing with today has a low limit of liability which limits us in reference to what we can offer the consumerWe attempted to offer the consumer products which were inside his limit of liability which he refusedThe consumer has every right to refuse at which point we moved forward with a payout as our warranty clearly states.The consumer will be reimbursed for the total cost of their item as when first purchasedThis is reason why this consumer paid for this warranty, to be protected for the total cost of their purchased item.We believe that coming to this conclusion will give the consumer the liberty to explore purchasing a new item at his discretion and suitability.What we will not do is refund the purchase price of the warranty since they are now benefiting from their wise decision of purchasing such a warrantyA warranty which if they did not buy would have left them with an expensive non working item to which the only solution would've equated to considerable out of pocket cost for the consumer.In the end we have done what we promised our customers we would do and that is to make sure they are protected for the cost of their item!
We understand the consumers concerns and can confirm we have a resolutions specialist in contact with the consumer to ensure a smooth claim processIf the consumer has any questions or concerns, we recommend he reach out to our specialist for assistance
We are sorry for any issues the consumer had accessing their rewards points After reviewing the account we have determined the consumer should have 14, points We have updated the consumers account to reflect this amount
Complaint: [redacted] I am rejecting this response because: The business has had adequate time to respond and have not performed as they have said they would in their response Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ We apologize for the issue the consumer experienced with their deviceThe printerhead was replaced by the repair shopAs stated in the warranty terms & conditions we do not cover buyer replaceable partsFor this specific make & model the printerhead is a replaceable partAs as one time exception we will reimburse the consumer for the repairsThe consumer can expect to receive a check for the repair amount within 7-business days Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the offer to refund me the cost of repair ($522.28), though they did not state itI am glad that they have decided to handle this manner in a more professional way than the experience I've had over the last several weeksOne point I must emphasize is that the warranty agreement I was given does not show any exclusivity to parts that were not be coveredIt clearly states that my printer is covered "100% parts and labor, no deductibles." This was followed in smaller prints by, "We've got you coveredYou pay nothing." I'm not sure what I'm missing hereTheir fulfillment of this warranty will help me rebuild my confidence in them because their warranty offerings are carried by most of the stores I do business withI'll be looking forward to the check within the next several daysThank you Final Business Response / [redacted] (4000, 16, 2016/04/01) */ We apologize for the delay We have reached out to the consumer to confirm the reimbursement process and should be receiving it within the next 7-business days Final Consumer Response / [redacted] (2000, 18, 2016/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I'm accepting this business' proposal to reimburse me, please do not close this case until I receive the reimbursementReason for my request is based on the previous unfulfilled promise they made on Wednesday, February 17, promising to reimburse me in 7-business daysIt's been days now and nothing has happenedI will make sure I contact you if this "promise" comes throughI am still baffled by the way this company has continued to represent itself so negativelyThank you again for hanging in there with me
At this time, we have informed the consumer, we are processing a reimbursement check for $ [redacted] to be mailed out to the address on file
We are sorry for any issues that consumer had with their device According to the consumers warranty contract we do not cover: "Accessories and Buyer-Replaceable Parts: We don't cover accessories or parts that are meant to be replaced by the buyer, like earpieces and ink cartridges." Due to the stylus pen being a consumer replaceable item, we would not be able to reimburse the item costThe concern's of the consumer involving product design should be directed to the items manufacture
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device Our records indicate the consumer has been in contact with a Resolutions Specialist and the claim has been approved for local repairOnce we have the invoice the consumer will be promptly reimbursed Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still in the process of trying to get my computer fixedI have not been able to drive to get out to get it fixed, so I called to change the repair methodA short time after I filed this complaint to personally handle my claim, one of their representatives in customer care personally called meHe worked with me, and even refunded my original warranty fee as a good faith gestureUnfortunately, when I tried to call him to update my request, it took me a few tries to reach himHis outgoing message never said he was on vacation hours etcI finally reached him on the last try when I tried calling him from a different phone number (I hope my calls were not being screened)I also became concerned about being reimbursed quickly if I decided to get the computer fixed by a certified computer repair shopSo not being able to get out to get it fixed worked outI called last Wednesday, XX-to get a box to send it to them for repair sent to me, and I am still waiting on that box and today is 1-4-That is where we are at this pointThis issue is not resolved; but I will continue to report on the process Final Business Response / [redacted] (4000, 9, 2016/01/14) */ The consumer's claim has been approved for payout & the check was initiated for processing on 1/12/She can expect to receive it in 7-business days
We apologize if there was any dissatisfaction with our claims process Troubleshooting is utilized as a standard part of the claims process for electronic devices such as cellphones and televisionsThis is to ensure we are isolating the issue and providing the consumer a resolution which will resolve their issueThough we understand this item has previously been repaired we request the consumer calls back in to complete this processIf we are unable to have the item satisfactorily operating after repeated repair attempts we have alternative resolutions reserved to ensure the consumer completes the claims process with a fully operational device
We apologize for any inconvenience that the consumer might have experienced during this process We denied the consumer's claim based on the diagnostics test referenced in the below e-mail sent to the customer on 2/22/at 7:00PM: Hello, I’m reaching out with an updateWe've contacted with our repair center regarding audit results as per your requestPlease see below the results which we've got from our repair center.''This machine was audit failed due to liquid exposure on the trackpad flex assemblyUpon tearing the unit down we found liquid sensor indicators tripped internally.'' Thanks, The SquareTrade Claims Team Being that liquid was found on the trackpad assembly and further, upon removing the encasing the liquid sensor indicators were also tripped internally this voicded the consumer's warranty The reason this voided the consumer's warranty is because their warranty is a standard warranty which only covers mechanical and electrical issuesThe customer did not have the warranty that covers accidental damage which would have included liquid damage As a result the claim was denied and the warranty voided
We are sorry for any issues the consumer experienced with their device According to our records, the consumer contacted us to file a claim on their laptop due to "Dropped it and broke the body, can't open the laptop"We received the laptop on 4/14/ [redacted] and it was determined on 4/18/ [redacted] that the parts required to fix the unit needed to be ordered from the manufacturerThe majority of the parts came in but due to one part being back ordered even longer, the repair was delayed againWe show that by 5/18/ [redacted] that part had still not arrived and were given an ETA of 5/23/ [redacted] by the part manufacturerAccording to our depot, the unit was not fully functional and was deemed unrepairable as the part required to complete the repair was taking too long5/24/ [redacted] the laptop was salvaged and the hard drive sent backA reimbursement check for the units cost was processed as a checkRegarding the $ [redacted] reimbursement, that was for our service guarantee and was half of the warranty amountWe have since provided the remaining half via a check as wellUnfortunately, Squaretrade is unable to provide additional funds beyond the purchase price of the deviceMoving forward, as the remaining warranty cost, as well as the device cost, have been processed, we would be unable to provide any additional assistance in connection with the warranty or claim
The brochure does not state many of our policy and procedures since it is not our terms and conditions, but rather a way to detail the benefits of the protection planThis is why we provide copies of the protection plan and make attempts to email copies to all of our consumersWe also give our consumers days from purchase to cancel the plan with a full refund and a prorated refund after that periodMoving forward, we would be unable provide any additional coverage in connection with this warranty or claim
Initial Business Response / [redacted] (1000, 6, 2015/06/22) */ We are sorry the consumer had issues with their devices As per our Terms and Conditions "Once we receive your item, we'll repair it within days and then ship it back to you." Due to possible delays in shipping, that we have no control over, we cannot guarantee shipping times only repair time The monthly payments would continue until the warranty has been paid offIt is not a month to month coverage plan but a month to month payment for a warranty that runs for years The delay in claim approval was due to a new procedure in processing claims Due to the poor response the customer has experienced we [redacted] reimburse them the deductible they have already paid on both claimsWe have emailed the customer to let them know what we are doing for these claims
We are sorry for any issue the consumer experienced with their device SquareTrade requires repairs to be attempted before we are able to offer a replacement or reimbursement for an itemThe consumer has agreed on [redacted] to proceed with a repairMoving forward the concern has been addressed and we apologize for any confusion
We are sorry for any delays experienced during the claim process.Squaretrade wants to ensure that upon calling our customer service line, all consumers are advised that our calls are recorded for quality assuranceMoreover, if the consumer has still not received the reimbursement check, we will be sending a replacement check as of [redacted]
We are sorry for a [redacted] confusion experienced during the claim process Currently, the consumer's check is en route and would recommend referring to our resolution specialist who she has been working with for all updatesWe understand your frustration and appreciate your patience
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 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, [redacted]