Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experiencedOur records indicate this complaint is currently being resolved by an resolution specialistThe consumer has been contacted and will reach out to us if there are any additional concerns
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 meSincerely, [redacted] ***
We apologize for any confusion experienced regarding our service contract According to the resellers warranty listing it states, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last days.", below is the attached verbiage exactly as it appears on the siteMoreover, the service contract also states, "YOUR RESPONSIBILITIES:Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location."Due to this we have canceled the consumer's warranty and refunded the purchase to the payment method originally usedWe apologize if this was not a current card of the consumers, we have since issued a check for the full reimbursement price of the warrantyRegarding any perceived predatory actions, SquareTrade apologizes for any confusion, all actions taken by us have been in accordance with our terms and conditions provided at the time of sale and provided to the consumer post-sale
We're truly sorry that the consumer had issues being compensated for their device.To make the consumer "Good Again", we're sending a check out in the amount of $***The consumer should receive the check in 7-business days We appreciate the consumers patience while we resolved this issue!
We are sorry for any issues the consumer had with their deviceAn open box item would require a refurbished warranty as it is no longer considered new to due the box being opened SquareTrade leaves it up to the consumer to purchase the right protection plan based on condition, price, or purchase locationAt this time the consumer's warranty is invalid and SquareTrade will not be able to provide coverage We have processed a reimbursement of the consumer's warranty cost
According to our records, the consumers warranty was available in our system but we required the purchase information to locate itSince the warranty had not been previously registered, it required the receipt to file a claimFurthermore, all interaction with the consumer have still been noted and were taken into consideration when evaluating the complaintIf the consumer had contacted Squaretrade prior to the expiration of the warranty, we would be able to provide an exceptionUnfortunately, since the request to initiate a claim came after the warranty had expired, we would be unable to assist
We completely understand and appreciate the consumer's concernsAt this point in time, we show conflicting information based off of the warranty listing, which states it is not offered with used or refurbished unitsFurthermore, the consumer has yet to provide a receipt showing the device and warranty purchased togetherSince the consumer states, the warranty was offered at the time of purchase, once this has been provided we would be able to honor the warranty
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ We apologize for the issue the consumer experienced with their deviceThe consumer has been contacted to resolve the complaintHe indicated that the phone has been replaced & does not want to move forward with keeping the warrantyWe emailed the consumer the reseller's information in order to move forward with cancellation and refund Complaint Response Date bumped because: Holiday
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer did not receive the payments as promised We are reviewing our processes and are trying to improve themWe hand delivered the check for the reimbursement of the device on 8/We also refunded the customer the warranty price due to the poor experience they had Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After filing the complaint, I quickly received a phone call from [redacted] at SquareTradeHe was able to promptly accept responsibility, apologize for the breakdown in communication and refund my moneyI was satisfied with the response and would do business with them again
We are sorry for any issue the consumer experienced with their device We see the consumer was advised we would make an exception to replace the batteryWe will be reimbursing the consumer for the cost of the replacement batteryWe apologize for the delay in resolution and appreciate the consumer's patience
We apologize for any inconvenience that the consumer might have experienced during this process The consumer is correct in stating that the repairs have gone beyond our time i.e2-business days for a repair As a result of not meeting this timeline we offered to refund the cost of the warranty back to the consumer which they accepted During our conversation with the consumer on 03/30/it was requested by them to return the item un-repaired All of the appropriate requests have been put through our repair depots for this to happen As a obvious result the consumer has forfeited the attempt to repair, replace or be paid out for this device due to the following facts 1) The item was never allowed to be repaired 2) The Item was never tested after a possible repair to see if it was functional or indeed beyond repair 3) If the item were beyond repair after attempted repair and failed the diagnostics then our company would have looked into alternate resolutions The alternate resolutions that would have been considered had the unit remained in our possession for a repair would have included as in most cases a payout (In the event the item is beyond repair) Again since the consumer requested for the process to be terminated there is nothing further we can do at this point
We are sorry the consumer had issues with their device We have received the proper document and have processed a payoutAn email was sent to the consumer on 4/explaining that they were receiving the payment
Complaint: [redacted] I am rejecting this response because: When purchasing the warranty I was given a brochure with information about the warranty and nowhere in the brochure does it have any information about this limited liability clause, as for the contrat, prior to purchase I was completely unable to view said contract Sincerely, [redacted]
We are sorry the consumer had issues with receiving their refund There was a delay in the processing of the check which we cannot explainThe check should have been received within a week of the processing We spoke to the consumer and found that they did finally receive their payment
We apologize if there was any miscommunication or misunderstanding regarding our warranty policies We have reached out to the consumer to further discuss this situation and to offer an alternative resolution
Better Business Bureau: A Squaretrade rep finally provided me an update today & I was told to expect the reimbursement check in about business daysI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
We are sorry for any issue the consumer experienced with their device Squaretrade does apologize for the incorrect replacement that was sentWe show that the consumer filed the claim on [redacted] and called into to advise of the error on [redacted] We had ordered a replacement upgrade for the consumer due to the mon [redacted] and the device shipped [redacted] At this point, the consumer has shipped the incorrect replacement back to us on [redacted] and we have deemed this claim as resolved
We apologize for any inconvenience that the consumer might have experienced during the replacement process The consumer had a warranty that was for month to month service and was naturally charged a fee per monthOnce the warranty was not paid, for whatever reason we send out an automatic email to the address on file allowing the customer ample time to address the non-payment issueIf the policy is not updated with a new form of payment then the policy auto cancels by our systemUnfortunately once the policy is cancelled we cannot provide any type of claim assistance on that warranty As for refunding any amount of the cancelled warranty please keep in mind that this is again a month to month warrantyOnce a month is paid for and the month passes it is considered as the customer being protected for that month they have paidIn light of this particular arrangement there is no refund as the monies have already been used for said protection whether a claim was filed or notOne last thing to keep in mind is that when the policy was cancelled there was no additional monies charged to the customer for the remainder of the policy purchase price hence a month to month policy Finally as for the issue with the second policy being purchased and the device already having a pre-existing issue i.edamage this automatically disqualifies the consumer from protectionWhile we can empathize with the consumer in the manner that their device was damaged, we cannot extend coverage in such instances unless the customer repairs the item at their own cost, provide us proof for the repair so that we can the sell them a new warrantyThis last option was made available to the customer which they declined.Tell us why here
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experiencedOur records indicate this complaint is currently being resolved by an resolution specialistThe consumer has been contacted and will reach out to us if there are any additional concerns
Complaint: [redacted] I am rejecting this response because: NO resolutions, WASTED time & $$$!!!Sincerely, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
We apologize for any confusion experienced regarding our service contract According to the resellers warranty listing it states, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last days.", below is the attached verbiage exactly as it appears on the siteMoreover, the service contract also states, "YOUR RESPONSIBILITIES:Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location."Due to this we have canceled the consumer's warranty and refunded the purchase to the payment method originally usedWe apologize if this was not a current card of the consumers, we have since issued a check for the full reimbursement price of the warrantyRegarding any perceived predatory actions, SquareTrade apologizes for any confusion, all actions taken by us have been in accordance with our terms and conditions provided at the time of sale and provided to the consumer post-sale
We're truly sorry that the consumer had issues being compensated for their device.To make the consumer "Good Again", we're sending a check out in the amount of $***The consumer should receive the check in 7-business days We appreciate the consumers patience while we resolved this issue!
We are sorry for any issues the consumer had with their deviceAn open box item would require a refurbished warranty as it is no longer considered new to due the box being opened SquareTrade leaves it up to the consumer to purchase the right protection plan based on condition, price, or purchase locationAt this time the consumer's warranty is invalid and SquareTrade will not be able to provide coverage We have processed a reimbursement of the consumer's warranty cost
According to our records, the consumers warranty was available in our system but we required the purchase information to locate itSince the warranty had not been previously registered, it required the receipt to file a claimFurthermore, all interaction with the consumer have still been noted and were taken into consideration when evaluating the complaintIf the consumer had contacted Squaretrade prior to the expiration of the warranty, we would be able to provide an exceptionUnfortunately, since the request to initiate a claim came after the warranty had expired, we would be unable to assist
We completely understand and appreciate the consumer's concernsAt this point in time, we show conflicting information based off of the warranty listing, which states it is not offered with used or refurbished unitsFurthermore, the consumer has yet to provide a receipt showing the device and warranty purchased togetherSince the consumer states, the warranty was offered at the time of purchase, once this has been provided we would be able to honor the warranty
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ We apologize for the issue the consumer experienced with their deviceThe consumer has been contacted to resolve the complaintHe indicated that the phone has been replaced & does not want to move forward with keeping the warrantyWe emailed the consumer the reseller's information in order to move forward with cancellation and refund Complaint Response Date bumped because: Holiday
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer did not receive the payments as promised We are reviewing our processes and are trying to improve themWe hand delivered the check for the reimbursement of the device on 8/We also refunded the customer the warranty price due to the poor experience they had Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After filing the complaint, I quickly received a phone call from [redacted] at SquareTradeHe was able to promptly accept responsibility, apologize for the breakdown in communication and refund my moneyI was satisfied with the response and would do business with them again
We are sorry for any issue the consumer experienced with their device We see the consumer was advised we would make an exception to replace the batteryWe will be reimbursing the consumer for the cost of the replacement batteryWe apologize for the delay in resolution and appreciate the consumer's patience
We apologize for any inconvenience that the consumer might have experienced during this process The consumer is correct in stating that the repairs have gone beyond our time i.e2-business days for a repair As a result of not meeting this timeline we offered to refund the cost of the warranty back to the consumer which they accepted During our conversation with the consumer on 03/30/it was requested by them to return the item un-repaired All of the appropriate requests have been put through our repair depots for this to happen As a obvious result the consumer has forfeited the attempt to repair, replace or be paid out for this device due to the following facts 1) The item was never allowed to be repaired 2) The Item was never tested after a possible repair to see if it was functional or indeed beyond repair 3) If the item were beyond repair after attempted repair and failed the diagnostics then our company would have looked into alternate resolutions The alternate resolutions that would have been considered had the unit remained in our possession for a repair would have included as in most cases a payout (In the event the item is beyond repair) Again since the consumer requested for the process to be terminated there is nothing further we can do at this point
We are sorry the consumer had issues with their device We have received the proper document and have processed a payoutAn email was sent to the consumer on 4/explaining that they were receiving the payment
Complaint: [redacted] I am rejecting this response because: When purchasing the warranty I was given a brochure with information about the warranty and nowhere in the brochure does it have any information about this limited liability clause, as for the contrat, prior to purchase I was completely unable to view said contract Sincerely, [redacted]
We are sorry the consumer had issues with receiving their refund There was a delay in the processing of the check which we cannot explainThe check should have been received within a week of the processing We spoke to the consumer and found that they did finally receive their payment
We apologize if there was any miscommunication or misunderstanding regarding our warranty policies We have reached out to the consumer to further discuss this situation and to offer an alternative resolution
I have not received any type of refund as of yet since the issue has been resolved! How do we resolve this finally?
Better Business Bureau: A Squaretrade rep finally provided me an update today & I was told to expect the reimbursement check in about business daysI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
We are sorry for any issue the consumer experienced with their device Squaretrade does apologize for the incorrect replacement that was sentWe show that the consumer filed the claim on [redacted] and called into to advise of the error on [redacted] We had ordered a replacement upgrade for the consumer due to the mon [redacted] and the device shipped [redacted] At this point, the consumer has shipped the incorrect replacement back to us on [redacted] and we have deemed this claim as resolved
We apologize for any inconvenience that the consumer might have experienced during the replacement process The consumer had a warranty that was for month to month service and was naturally charged a fee per monthOnce the warranty was not paid, for whatever reason we send out an automatic email to the address on file allowing the customer ample time to address the non-payment issueIf the policy is not updated with a new form of payment then the policy auto cancels by our systemUnfortunately once the policy is cancelled we cannot provide any type of claim assistance on that warranty As for refunding any amount of the cancelled warranty please keep in mind that this is again a month to month warrantyOnce a month is paid for and the month passes it is considered as the customer being protected for that month they have paidIn light of this particular arrangement there is no refund as the monies have already been used for said protection whether a claim was filed or notOne last thing to keep in mind is that when the policy was cancelled there was no additional monies charged to the customer for the remainder of the policy purchase price hence a month to month policy Finally as for the issue with the second policy being purchased and the device already having a pre-existing issue i.edamage this automatically disqualifies the consumer from protectionWhile we can empathize with the consumer in the manner that their device was damaged, we cannot extend coverage in such instances unless the customer repairs the item at their own cost, provide us proof for the repair so that we can the sell them a new warrantyThis last option was made available to the customer which they declined.Tell us why here