We are sorry for any issues the consumer had with their deviceAccording to the consumer's warranty contract "the total amount that We 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." SquareTrade has completed two previous repairs to the consumers device that depleted their limit of liability As long as a consumer some limit of liability SquareTrade will provide coverage to their deviceCurrently, we are not able to repair the consumers device due to their negative limit of liability
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with receiving their reimbursement One of the reasons for the delay is that the receipt was not sent to us using the proper procedureThe consumer did receive an approval email that states the consumer should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.)We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was receivedUnfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken SquareTrade's intent is to always honor our warranty as long as the claim falls within the Terms and Conditions of the warranty, as this claim didOnce we found the receipt we did process the claim and reimbursed the consumerA check was processed on September and the consumer should receive his reimbursement by September We have sent an email to the consumer explaining when they should expect the check
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 However, I still warn and caution others to be weary of dealing with this company Their reasoning to explain away the lack of inventory is just a ploy to cover their as They care more for their bottom line then providing a service to the customer.Sincerely, Vihar [redacted]
We are sorry for any issues the consumer had with their deviceAfter the consumers second claim on their device was completed their warranty should have been canceled by their carrier The consumers warranty contract only allows for two claims to be filed before being completedCurrently, the consumer needs to reach out to their carrier to get their reimbursement of the remaining warranty cost
We are sorry for any issues the consumer had with their deviceWhen a consumers mobile device is not in stock for replacement SquareTrade will attempt to source a new device from a third party vendor If no device is available the only other resolution available is a reimbursement of the item priceSquareTrade was able to source the consumer a replacement deviceUnfortunately the consumer was not available to sign for the package at the time of delivery The vendor placed SquareTrade's name on the package which caused further issues The phone was eventually returned back to the vendor Currently, we are unable to source a replacement phone for the consumer and will be moving forward with a reimbursement
We are sorry for any issues the consumer had with their televisionAccording to the consumers warranty contract SquareTrade is required to "Provide a new or refurbished product of equal features and functionality." The TV's presented exceed the specifications of their original TVSquareTrade will not be able to complete the request for the TV specified by the consumer We have already offered the consumer an upgrade to a [redacted] television and a step up from the tier two brand they had before to a tier one brand
We are sorry for any issues the consumer had with their device When a consumer starts a TV claim online they are emailed trouble shooting steps to help diagnose the issue If the initial trouble shooting steps emailed to the consumer does not resolve the issue, they are instructed to call when they are near the TV for further diagnosis and to finish the claim process SquareTrade has been experiencing high call volumes which have lead to long hold times The consumer has been in contact with SquareTrade to finish the claim process and their device has been deemed damaged beyond economic repair SquareTrade has processed a reimbursement for the consumers item price
We are sorry for any issues the consumer experienced with their deviceAccording to our records, the consumer's device was sent in for repairs timeWe show that the device was tested and found to not have any issuesWe have advised the consumer the issue might be intermittent and have made an exception to provide reimbursement of the deviceUnfortunately, we are unable to provide a replacement as we do not have these types of devices readily availableMoreover, we will be unable to refund the warranty price either since we have adhered to our service guaranteeMoving forward we have offered the consumer to send the device back in, go to a local repair shop, or accept the reimbursement of the device, these are the only resolution available
We apologize for any inconvenience that the consumer might have experienced during this process When claims are being processed there are several steps or phases that a claim can potentially go through depending on the level of damage the item has received The following is taken directly from the consumer's warranty in the hopes of clarifying these phases mentioned above: HOW WE WILL SERVICE YOUR PRODUCT: Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality The main point in this case is that our warranties do not promise nor guarantee that a consumer would receive a new product but instead would receive as the warranty states "a product of like, quality and functionality" With that being said we are adhering to our promise to our consumer to replace their item under the above mentioned conditions
We apologize the consumer experienced issues with their deviceThe SquareTrade Assurance Team noticed significant irregularities with the consumer's account and confirmed misrepresentations made to SquareTrade when submitting Protection Plan claimsUnfortunately, misrepresentation, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel the Protection PlansWe have cancelled all of the existing Protection Plans associated with the account and blocked the accounts.These Protection Plans will be refunded in full, to the original payment method used at the time of purchaseThe consumer has been emailed this information
Complaint: [redacted] I am rejecting this response because: There was no record on my email server of these affidavits were ever received I have the email server records for verification I requested them to send by alternate means, but they did not.As far as the other warranty, I purchased the printer at the same time I purchased the printer on *** It was not my choice of saying new or old Also, they did not refund the total amount of that warranty Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Hi ***, Here is the approval email stating that we did approve the claim and the consumer will be paid out This is for complaint - XXXXXXXX You can see it was approved the day before the complaint was filed
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Even though I disagree with their ondemand software working correctly (in-that I know that I selected to receive a Check and not an eGift card), I find that this resolution is satisfactory to meSincerely, [redacted]
We are sorry for any issues the consumer had with their deviceWhen the consumer's claim was filed online for their device a [redacted] was selected as a replacement device due to the their original device being no loner availableGenerally at the completion of the claim process the consumer's replacement device is sent out for next day delivery In some cases we do not have the inventory on hand to immediately replace a consumer's device and have to source a replacement from a third party vendor To expedite the process we have moved forward to reimburse the consumer for their item price so they can purchase a new device
We are sorry for any issue the consumer experienced with their device Our agents were following proper process for any manufacturer override by asking for confirmation of the different warranty periodObviously, once the consumer provided the information showing the 60-day timeframe, we should have accepted that and proceededWe apologize this did not happen and if this caused a delay in receiving assistance Regarding the claim resolution, our repair options for jewelry are clearly detailed in our Terms & Conditions Our T's & C's advise "JEWELRY: This Protection Plan provides coverage for parts and labor costs to repair the Jewelry where the problem is a result of a failure caused by defects in workmanship and/or materials, including those resulting from wear and tear such as: cracks, chips, scratches, dents, kinks, breaks, and thinningYou will be reimbursed for SquareTrade-authorized repairs to, or replacement of the Jewelry, at Our discretion, when required due to a problem which is not covered under any other warranty, service plan or insurance." Moving forward, we understand that having SquareTrade reimburse for a local repair might not be the most "convenient" for this consumer, but this is our resolution option for jewelry
We have reached out to the consumer via the phone number on file for the customer's account, as well as the number provided in the Revdex.com complaintBoth times we failed to establish contact with the consumer, and we have sent an email requesting additional information Attached is an excerpt from this warranty contract, detailing the end and start date for the warranty
Complaint: [redacted] I am rejecting this response because: The company is not being truthfulThey sent me a letter with the returned headphones saying that I sent in the wrong headphones for the policy that I purchasedMy headphones were still attached to each other when I sent themI cannot confirm that the picture they sent where my headphonesMy headphones were not packaged like that when I sent themThis is a piciture that they took after they broke my headphones, if this is actually a photograph of my headphones.Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceThe device was determined to have liquid damage once it was audited by our repair technician Inside the consumer's device the liquid indicators showed there had been liquid present Due to the consumer not having accidental damage from handling protection we were not able to attempt a repair to the customer's device A reimbursement of the consumer's warranty cost has been processed We are able to to cancel and refund the consumer's remaining warranty at their request
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 I DO WISH SQUARETRADE WOULD HAVE A MORE CONSTRUCTIVE APPROACH TO THESE MATTERS - IT TOOK COMMUNICATIONS (OR MORE) WITH THEM, RESULTING IN NO RESOLUTIONTHANK YOU Revdex.com, FOR ACTING AS AN ARBITERSincerely, Radu [redacted] ***
We are sorry for any issues the consumer had with their deviceAccording to the consumer's warranty contract "the total amount that We 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." SquareTrade has completed two previous repairs to the consumers device that depleted their limit of liability As long as a consumer some limit of liability SquareTrade will provide coverage to their deviceCurrently, we are not able to repair the consumers device due to their negative limit of liability
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with receiving their reimbursement One of the reasons for the delay is that the receipt was not sent to us using the proper procedureThe consumer did receive an approval email that states the consumer should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.)We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was receivedUnfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken SquareTrade's intent is to always honor our warranty as long as the claim falls within the Terms and Conditions of the warranty, as this claim didOnce we found the receipt we did process the claim and reimbursed the consumerA check was processed on September and the consumer should receive his reimbursement by September We have sent an email to the consumer explaining when they should expect the check
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 However, I still warn and caution others to be weary of dealing with this company Their reasoning to explain away the lack of inventory is just a ploy to cover their a
s They care more for their bottom line then providing a service to the customer.Sincerely, Vihar [redacted]
We are sorry for any issues the consumer had with their deviceAfter the consumers second claim on their device was completed their warranty should have been canceled by their carrier The consumers warranty contract only allows for two claims to be filed before being completedCurrently, the consumer needs to reach out to their carrier to get their reimbursement of the remaining warranty cost
Complaint: [redacted] I am rejecting this response because: (The Revdex.com system is not
We are sorry for any issues the consumer had with their deviceWhen a consumers mobile device is not in stock for replacement SquareTrade will attempt to source a new device from a third party vendor If no device is available the only other resolution available is a reimbursement of the item priceSquareTrade was able to source the consumer a replacement deviceUnfortunately the consumer was not available to sign for the package at the time of delivery The vendor placed SquareTrade's name on the package which caused further issues The phone was eventually returned back to the vendor Currently, we are unable to source a replacement phone for the consumer and will be moving forward with a reimbursement
We are sorry for any issues the consumer had with their televisionAccording to the consumers warranty contract SquareTrade is required to "Provide a new or refurbished product of equal features and functionality." The TV's presented exceed the specifications of their original TVSquareTrade will not be able to complete the request for the TV specified by the consumer We have already offered the consumer an upgrade to a [redacted] television and a step up from the tier two brand they had before to a tier one brand
We are sorry for any issues the consumer had with their device When a consumer starts a TV claim online they are emailed trouble shooting steps to help diagnose the issue If the initial trouble shooting steps emailed to the consumer does not resolve the issue, they are instructed to call when they are near the TV for further diagnosis and to finish the claim process SquareTrade has been experiencing high call volumes which have lead to long hold times The consumer has been in contact with SquareTrade to finish the claim process and their device has been deemed damaged beyond economic repair SquareTrade has processed a reimbursement for the consumers item price
We are sorry for any issues the consumer experienced with their deviceAccording to our records, the consumer's device was sent in for repairs timeWe show that the device was tested and found to not have any issuesWe have advised the consumer the issue might be intermittent and have made an exception to provide reimbursement of the deviceUnfortunately, we are unable to provide a replacement as we do not have these types of devices readily availableMoreover, we will be unable to refund the warranty price either since we have adhered to our service guaranteeMoving forward we have offered the consumer to send the device back in, go to a local repair shop, or accept the reimbursement of the device, these are the only resolution available
We apologize for any inconvenience that the consumer might have experienced during this process When claims are being processed there are several steps or phases that a claim can potentially go through depending on the level of damage the item has received The following is taken directly from the consumer's warranty in the hopes of clarifying these phases mentioned above: HOW WE WILL SERVICE YOUR PRODUCT: Depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality The main point in this case is that our warranties do not promise nor guarantee that a consumer would receive a new product but instead would receive as the warranty states "a product of like, quality and functionality" With that being said we are adhering to our promise to our consumer to replace their item under the above mentioned conditions
We apologize the consumer experienced issues with their deviceThe SquareTrade Assurance Team noticed significant irregularities with the consumer's account and confirmed misrepresentations made to SquareTrade when submitting Protection Plan claimsUnfortunately, misrepresentation, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel the Protection PlansWe have cancelled all of the existing Protection Plans associated with the account and blocked the accounts.These Protection Plans will be refunded in full, to the original payment method used at the time of purchaseThe consumer has been emailed this information
Complaint: [redacted] I am rejecting this response because: There was no record on my email server of these affidavits were ever received I have the email server records for verification I requested them to send by alternate means, but they did not.As far as the other warranty, I purchased the printer at the same time I purchased the printer on *** It was not my choice of saying new or old Also, they did not refund the total amount of that warranty Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Hi ***, Here is the approval email stating that we did approve the claim and the consumer will be paid out This is for complaint - XXXXXXXX You can see it was approved the day before the complaint was filed
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Even though I disagree with their ondemand software working correctly (in-that I know that I selected to receive a Check and not an eGift card), I find that this resolution is satisfactory to meSincerely, [redacted]
We are sorry for any issues the consumer had with their deviceWhen the consumer's claim was filed online for their device a [redacted] was selected as a replacement device due to the their original device being no loner availableGenerally at the completion of the claim process the consumer's replacement device is sent out for next day delivery In some cases we do not have the inventory on hand to immediately replace a consumer's device and have to source a replacement from a third party vendor To expedite the process we have moved forward to reimburse the consumer for their item price so they can purchase a new device
We are sorry for any issue the consumer experienced with their device Our agents were following proper process for any manufacturer override by asking for confirmation of the different warranty periodObviously, once the consumer provided the information showing the 60-day timeframe, we should have accepted that and proceededWe apologize this did not happen and if this caused a delay in receiving assistance Regarding the claim resolution, our repair options for jewelry are clearly detailed in our Terms & Conditions Our T's & C's advise "JEWELRY: This Protection Plan provides coverage for parts and labor costs to repair the Jewelry where the problem is a result of a failure caused by defects in workmanship and/or materials, including those resulting from wear and tear such as: cracks, chips, scratches, dents, kinks, breaks, and thinningYou will be reimbursed for SquareTrade-authorized repairs to, or replacement of the Jewelry, at Our discretion, when required due to a problem which is not covered under any other warranty, service plan or insurance." Moving forward, we understand that having SquareTrade reimburse for a local repair might not be the most "convenient" for this consumer, but this is our resolution option for jewelry
We have reached out to the consumer via the phone number on file for the customer's account, as well as the number provided in the Revdex.com complaintBoth times we failed to establish contact with the consumer, and we have sent an email requesting additional information Attached is an excerpt from this warranty contract, detailing the end and start date for the warranty
Complaint: [redacted] I am rejecting this response because: The company is not being truthfulThey sent me a letter with the returned headphones saying that I sent in the wrong headphones for the policy that I purchasedMy headphones were still attached to each other when I sent themI cannot confirm that the picture they sent where my headphonesMy headphones were not packaged like that when I sent themThis is a piciture that they took after they broke my headphones, if this is actually a photograph of my headphones.Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceThe device was determined to have liquid damage once it was audited by our repair technician Inside the consumer's device the liquid indicators showed there had been liquid present Due to the consumer not having accidental damage from handling protection we were not able to attempt a repair to the customer's device A reimbursement of the consumer's warranty cost has been processed We are able to to cancel and refund the consumer's remaining warranty at their request
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 I DO WISH SQUARETRADE WOULD HAVE A MORE CONSTRUCTIVE APPROACH TO THESE MATTERS - IT TOOK COMMUNICATIONS (OR MORE) WITH THEM, RESULTING IN NO RESOLUTIONTHANK YOU Revdex.com, FOR ACTING AS AN ARBITERSincerely, Radu [redacted] ***