We are sorry for any confusion experienced during the claim process.There seems to be some confusion with how our warranty worksAccording to our service contract, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five (5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting PeriodThe Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty."The warranty starts the day after the original item is purchasedHaving the reseller or manufacturer exchange a product does not extend, lengthen, nor renew the contractCurrently, we would be unable to provide coverage on the expired warranty
We are sorry for any issues the consumer experienced during their claim processWhen the consumer's claim was approved they were emailed a prepaid shipping label to send in their deviceAccording to the tracking information, the consumer mailed in their device on [redacted] On [redacted] the consumer called in to check on the status of their claim At this time the depot was contacted and they informed they received an empty box and claim was filed with *** [redacted] denied the claim stating the item was improperly packaged Since the consumer's item was lost in transit we are reimbursing for the item's cost According to the proof of purchase provided by the consumer, their item was $ [redacted]
We are sorry for any issue the consumer experienced with their device.Unfortunately, any issues not reported before the expiration of the warranty would be ineligible for coverageSquareTrade recommends before repairing a device the consumer contacts us in order to initiate a claim, any repairs done without authorization would be ineligible for coverage as wellDue to these reasons, we would be unable to accommodate the request nor render service in connection with the expired warranties
Complaint: [redacted] I am rejecting this response because: please tell me the dates for which insurance needs to be shown and I will provide it Sincerely, [redacted] ***
SquareTrade offers two types of warranties, our Standard and Accidental Damage from Handling coverageOur standard warranty covers mechanical and electrical failures that occur during useWhile our Accidental Damage from Handling plan covers damage from drops, spills and liquid damage associated with the handling and use of the productThe warranty viewed by the consumer on the SquareTrade's website included accidental damage from handling protection However, the warranty purchased through the reseller's website did not offer Accidental Damage from Handling We have reached out to the customer to obtain any documentation from the time of purchase that would reflect an accidental damage from handling warranty being purchased
We are sorry for any issues the consumer had with their deviceThe consumer contacted SquareTrade to file a claim on their device after their warranty coverage ended In order for have a claim filed on their device the consumer must report the issue before the warranty end dateDue to the consumer reporting the issue with their device after their coverage end date, SquareTrade will not be able to provide assistance
We are sorry for any issues the consumer had with their deviceAfter looking into the consumers account, it appears two of the consumer's service contracts allows for their warranties to be paid for with monthly installmentsIn the event a warranty paid on monthly is canceled there is no refund issued because the consumer is paying for their coverage as they goAccording to our system a pro-rated refund was issued for the other two warranties paid in full at the time of purchaseWe will be processing a reimbursement for the repairs done to the consumers device before the coverage was canceled
From the CONSUMER: Sent 4/4/2:29:PM Read by [redacted] on 4/5/6:32:PM Complaint: [redacted] I am rejecting this response because: I literally just filed a claim on the item and the repair came back and failedTheir essentially is an open claim and they have all of the informationYes they paid me back for the repairs, however, the item came back and failed to work.Sincerely,Jeffrey [redacted]
We apologize for any difficulty the consumer experienced with their claim Whenever Squaretrade provides a mail in repair to a consumer, Squaretrade will migrate the resolution to either reimbursement or replacement if the item is irreparableWe have attempted to reach out to the consumer to further discuss resolving this situation, and at this time we are waiting for the consumer to return our calls
We are sorry for any issues the consumer experienced with their device According to our records, the repairs were delayed due to part availabilityWe show that due to the increase in time to complete the repairs, an exception has been made to proceed with the reimbursement of the deviceWe show that the deductible and warranty costs have also been refunded due to the delaysWe appreciate the consumer for bringing this to our attention and hope their concerns are have been addressed
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's device has been salvaged & a payout is being processed Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just received a check in the mail for a full refund for my computer I'm fully satisfied Thank You, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ We are sorry the consumer had issues with their device The warranty had expired just after the claim was filedThe system would not allow a refund based on the fact that the warranty had expiredIt wasn't that the specialist refused to process the refund, it was that he did not have the tools available to them to process the refundWe have since enhanced our training so that the specialist better handle this situation The guarantee, however, is still active and the consumer is entitled to the refundWe have processed the refund and the consumer is aware of when he should receive the payment
Based on the Terms & Conditions, we will not be able to reinstate the consumer's warrantiesThe refund has been processed for the cancellation of the warranties
Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ We are sorry the consumer had issues with their device As stated in out Terms and Conditions, "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 AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount" As the consumer stated the remaining amount on the warranty would not be enough to purchase a replacement computer with the features of their computerTo make the consumer whole we will reimburse them what they paid for the deviceWhen possible this is what we try to do to ensure our consumers have a better experience
Initial Business Response / [redacted] (1000, 6, 2015/06/22) */ We are sorry the consumer had issues with their device The consumer experienced a number of issues with the way the repair was performed and the repeated failure of the deviceWe are working to correct these the repairs were done The consumer has received the reimbursement of the device and is still waiting for the reimbursement of the repair that they paid forWe have processed a check and it will be sent overnightThe consumer should receive the payment by June We have contacted the consumer and made them aware that the check has been processed Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took days and a total of hours sitting on hold to finally get a hold of a supervisor to explain my situationWith the help of the Revdex.com I finally received my reimbursementThank you
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We apologize that consumer experienced issues with their deviceOur records indicate the consumer sent their device in twice to be repairedOn the second repair the device failed the audit due to a complete different serial number on the deviceThe consumer's claim was denied due to misrepresentation and the device was shipped back to the consumerWe have cancelled the warranty and refunded the consumer for the full amountThe consumer can expect to receive the refund check in 7-business days Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because it was on there side they sent me the wrong item back the first time was not mine I tried to send it back because it was the wrong item and they would not take it they are trying to refund me only the for the warranty I want a refund for the item that is covered 1399.00$ Final Business Response / [redacted] (4000, 9, 2016/02/10) */ Units are audited upon entering or leaving the depot repair centerDuring the 1st repair the device passed [redacted] audit before it shipped to the consumerThe final audit indicates the correct device with a matching serial number was mailed back to the consumerAt this point the Assurance team has reviewed the consumer's case and the notes from the repair centerWe will not be moving forward with covering this deviceThe warranty has been cancelled & a refund initiated Final Consumer Response / [redacted] (2000, 11, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for the service delays the consumer experienced, and the initial denial of his claimThe damage the unit had received is typically a clear indicator of accidental or physical damage, which is not covered beneath any of our television policiesOnce the consumer provided us additional documentation verifying the issue was an electrical failure we were able to have the claim approved We have since completed his television repair and have emailed him requesting a confirmation of whether or not his item is still experiencing issuesDue to any difficulty the consumer experienced we will also be providing a full refund for his warranty purchasing price, though his warranty will be left intact until completion or expiration
We apologize to the consumer on the delayOne of our Floor supervisors has already reached out to the consumerThey provided the consumer with an one-time exception to move forward with the reimbursement before receiving the device
Complaint: [redacted] I am rejecting this response because: It was communicated from [redacted] and the representatives I was working with that Square Trade's Kindle team was managing this matter Further, [redacted] customer service indicates that I purchased a third party protection plan from Square Trade and need to handle the matter directly with them If there is another team within Square Trade, please provide their Revdex.com information and I will submit the complaint with them Also note, I have not received an email from Square Trade providing the direct contact for the appropriate Kindle team Sincerely, [redacted] ***
Squaretrade apologizes for the difficulty experienced filing this claim Since the filing of this complaint Squaretrade has agreed to reimburse the consumer for their item cost and has communicated this to the consumerSince then the consumer has also accepted the requirements for us to provide reimbursement and we hope this to be a satisfactory resolution
We are sorry for any confusion experienced during the claim process.There seems to be some confusion with how our warranty worksAccording to our service contract, "Coverage Term or Term: This is the years of coverage, varying from one (1) to five (5) year(s), You receive under this Protection Plan, starting on the Coverage Start Date which begins after any Waiting PeriodThe Protection Plan is inclusive of any US manufacturer's warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty."The warranty starts the day after the original item is purchasedHaving the reseller or manufacturer exchange a product does not extend, lengthen, nor renew the contractCurrently, we would be unable to provide coverage on the expired warranty
We are sorry for any issues the consumer experienced during their claim processWhen the consumer's claim was approved they were emailed a prepaid shipping label to send in their deviceAccording to the tracking information, the consumer mailed in their device on [redacted] On [redacted] the consumer called in to check on the status of their claim At this time the depot was contacted and they informed they received an empty box and claim was filed with *** [redacted] denied the claim stating the item was improperly packaged Since the consumer's item was lost in transit we are reimbursing for the item's cost According to the proof of purchase provided by the consumer, their item was $ [redacted]
We are sorry for any issue the consumer experienced with their device.Unfortunately, any issues not reported before the expiration of the warranty would be ineligible for coverageSquareTrade recommends before repairing a device the consumer contacts us in order to initiate a claim, any repairs done without authorization would be ineligible for coverage as wellDue to these reasons, we would be unable to accommodate the request nor render service in connection with the expired warranties
Complaint: [redacted] I am rejecting this response because: please tell me the dates for which insurance needs to be shown and I will provide it Sincerely, [redacted] ***
SquareTrade offers two types of warranties, our Standard and Accidental Damage from Handling coverageOur standard warranty covers mechanical and electrical failures that occur during useWhile our Accidental Damage from Handling plan covers damage from drops, spills and liquid damage associated with the handling and use of the productThe warranty viewed by the consumer on the SquareTrade's website included accidental damage from handling protection However, the warranty purchased through the reseller's website did not offer Accidental Damage from Handling We have reached out to the customer to obtain any documentation from the time of purchase that would reflect an accidental damage from handling warranty being purchased
We are sorry for any issues the consumer had with their deviceThe consumer contacted SquareTrade to file a claim on their device after their warranty coverage ended In order for have a claim filed on their device the consumer must report the issue before the warranty end dateDue to the consumer reporting the issue with their device after their coverage end date, SquareTrade will not be able to provide assistance
We are sorry for any issues the consumer had with their deviceAfter looking into the consumers account, it appears two of the consumer's service contracts allows for their warranties to be paid for with monthly installmentsIn the event a warranty paid on monthly is canceled there is no refund issued because the consumer is paying for their coverage as they goAccording to our system a pro-rated refund was issued for the other two warranties paid in full at the time of purchaseWe will be processing a reimbursement for the repairs done to the consumers device before the coverage was canceled
From the CONSUMER: Sent 4/4/2:29:PM Read by [redacted] on 4/5/6:32:PM Complaint: [redacted] I am rejecting this response because: I literally just filed a claim on the item and the repair came back and failedTheir essentially is an open claim and they have all of the informationYes they paid me back for the repairs, however, the item came back and failed to work.Sincerely,Jeffrey [redacted]
We apologize for any difficulty the consumer experienced with their claim Whenever Squaretrade provides a mail in repair to a consumer, Squaretrade will migrate the resolution to either reimbursement or replacement if the item is irreparableWe have attempted to reach out to the consumer to further discuss resolving this situation, and at this time we are waiting for the consumer to return our calls
We are sorry for any issues the consumer experienced with their device According to our records, the repairs were delayed due to part availabilityWe show that due to the increase in time to complete the repairs, an exception has been made to proceed with the reimbursement of the deviceWe show that the deductible and warranty costs have also been refunded due to the delaysWe appreciate the consumer for bringing this to our attention and hope their concerns are have been addressed
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's device has been salvaged & a payout is being processed Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just received a check in the mail for a full refund for my computer I'm fully satisfied Thank You, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ We are sorry the consumer had issues with their device The warranty had expired just after the claim was filedThe system would not allow a refund based on the fact that the warranty had expiredIt wasn't that the specialist refused to process the refund, it was that he did not have the tools available to them to process the refundWe have since enhanced our training so that the specialist better handle this situation The guarantee, however, is still active and the consumer is entitled to the refundWe have processed the refund and the consumer is aware of when he should receive the payment
Based on the Terms & Conditions, we will not be able to reinstate the consumer's warrantiesThe refund has been processed for the cancellation of the warranties
Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ We are sorry the consumer had issues with their device As stated in out Terms and Conditions, "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 AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount" As the consumer stated the remaining amount on the warranty would not be enough to purchase a replacement computer with the features of their computerTo make the consumer whole we will reimburse them what they paid for the deviceWhen possible this is what we try to do to ensure our consumers have a better experience
Initial Business Response / [redacted] (1000, 6, 2015/06/22) */ We are sorry the consumer had issues with their device The consumer experienced a number of issues with the way the repair was performed and the repeated failure of the deviceWe are working to correct these the repairs were done The consumer has received the reimbursement of the device and is still waiting for the reimbursement of the repair that they paid forWe have processed a check and it will be sent overnightThe consumer should receive the payment by June We have contacted the consumer and made them aware that the check has been processed Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took days and a total of hours sitting on hold to finally get a hold of a supervisor to explain my situationWith the help of the Revdex.com I finally received my reimbursementThank you
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We apologize that consumer experienced issues with their deviceOur records indicate the consumer sent their device in twice to be repairedOn the second repair the device failed the audit due to a complete different serial number on the deviceThe consumer's claim was denied due to misrepresentation and the device was shipped back to the consumerWe have cancelled the warranty and refunded the consumer for the full amountThe consumer can expect to receive the refund check in 7-business days Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because it was on there side they sent me the wrong item back the first time was not mine I tried to send it back because it was the wrong item and they would not take it they are trying to refund me only the for the warranty I want a refund for the item that is covered 1399.00$ Final Business Response / [redacted] (4000, 9, 2016/02/10) */ Units are audited upon entering or leaving the depot repair centerDuring the 1st repair the device passed [redacted] audit before it shipped to the consumerThe final audit indicates the correct device with a matching serial number was mailed back to the consumerAt this point the Assurance team has reviewed the consumer's case and the notes from the repair centerWe will not be moving forward with covering this deviceThe warranty has been cancelled & a refund initiated Final Consumer Response / [redacted] (2000, 11, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for the service delays the consumer experienced, and the initial denial of his claimThe damage the unit had received is typically a clear indicator of accidental or physical damage, which is not covered beneath any of our television policiesOnce the consumer provided us additional documentation verifying the issue was an electrical failure we were able to have the claim approved We have since completed his television repair and have emailed him requesting a confirmation of whether or not his item is still experiencing issuesDue to any difficulty the consumer experienced we will also be providing a full refund for his warranty purchasing price, though his warranty will be left intact until completion or expiration
We apologize to the consumer on the delayOne of our Floor supervisors has already reached out to the consumerThey provided the consumer with an one-time exception to move forward with the reimbursement before receiving the device
Complaint: [redacted] I am rejecting this response because: It was communicated from [redacted] and the representatives I was working with that Square Trade's Kindle team was managing this matter Further, [redacted] customer service indicates that I purchased a third party protection plan from Square Trade and need to handle the matter directly with them If there is another team within Square Trade, please provide their Revdex.com information and I will submit the complaint with them Also note, I have not received an email from Square Trade providing the direct contact for the appropriate Kindle team Sincerely, [redacted] ***
Squaretrade apologizes for the difficulty experienced filing this claim Since the filing of this complaint Squaretrade has agreed to reimburse the consumer for their item cost and has communicated this to the consumerSince then the consumer has also accepted the requirements for us to provide reimbursement and we hope this to be a satisfactory resolution