Complaint: [redacted] I am rejecting this response because: Square Trade did in fact call AND email me and I responded to their email with all the information they asked for They are absolutely trying to avoid honoring the warranty that I purchased from them in good faith!!!!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experienced with his device The consumer has been contacted and it was confirmed that the replacement phone has been received Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/01/04) */ Issue was resolvedI was told that if you have a un-locked phone, it takes 7-days to get a replacement phoneUn-locked phones is not stockI received a new phone on day after filing a claim
When a protection plan is purchased a copy of the warranty contract that includes the terms and conditions are emailed to address used at the time of the warranty purchase The consumer is able to determine what is and is not covered under their protection plan According to the terms and conditions of the consumer's warranty contract, "Consumer replaceable or consumable items", are not covered under the protection plan Therefore we are unable to replace the consumer's power supply Their protection plan covers mechanical or electrical failures to the unit itself Per customer request, we are canceling their warranty and issuing a full reimbursement of the warranty cost
Unfortunately, the consumer called nearly a full month after the warranty for the device had expiredAccording to our records and the consumer's complaint, we show the consumer contacted us [redacted] PMThe warranty expired on 3/10/at [redacted] AM, effectively competing Squaretrade's obligation as noted in the service contractMoving forward, there is nothing more Squaretrade is able to provide in connection with this warranty
Complaint: [redacted] I am rejecting this response because: Two failures happened on the part of Square Trade: 1) The sales representative for Square Trade verbally explained my options to me, which indicated that I could take my new phone, purchased in [redacted] ***, and simply transfer my warranty to the new phone online at squaretrade.comThe sales representative indicated that I should not purchase a new warranty for my new phone and instead I should transfer my existing one, and then I could renew my warranty in [redacted] when it would expireThis conversation was verbal and I have no control over how Squaretrade keeps their records of conversations 2) I followed the sales representative's instructions and went to the squaretrade website and clicked on the "transfer warranty" buttonIt permitted me to update my phone information to my new phone, including the IMEI numberThe website gave every indication that the warranty transferred successfullyThis happened in [redacted] *** Fast forward to [redacted] ***, when my warranty expiredI called Square Trade to have them assist me in extending my warranty like the sales representative stated I couldI was informed that despite both the sales rep and the website letting me transfer my warranty (see #and #above), that my new phone did not qualify for the transfer and therefore my new phone had NEVER been insured through them, despite the website showing it wasTherefore, since it was not insured and now it was past the days, I could no longer ever insure it through them Although I cannot prove #1, #had records online (during my phone call two weeks ago the customer service rep acknowledged the IMEI # of the phone I acquired in [redacted] ***) I would like either Square Trade to offer insurance on my phone as they stated they would (I will pay Square Trade for a year warranty - $***), or give me a refund for the money I paid between [redacted] to [redacted] (approximately $**) when my phone was not insured, despite the website stating it was, AND compensate me for the fact that my phone is no longer warrantable due to being outside of the day purchase period (Would cost approximately $ [redacted] to replace if damaged)Please note that my phone is currently in good working order, but this would be the cost to me if my phone were damaged due to Squaretrade causing my phone to no longer be insurable due to misinformation on the part of their sales rep and their website Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the consumer did receive the payment as promised We do not know why the payment was delayedWe have processed a check to be sent and according to the tracking number the check was delivered July Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the paymentThank you
We are sorry for any issues the consumer had with their device After looking into the consumers account the device showed evidence of physical damage upon the technicians arrival For TV repairs consumers are instructed to have the unit in a serviceable position Before the technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ We are sorry the consumer had issues with their device The warranty that was sold by the retailer was a warranty that would cover up to $59.99, however our system erred when the item price was inputWe have resolved this issue and the consumer will receive the full payout of $once they file a claim and the claim is approved We have contacted the consumer to let them know that we have corrected the warranty and now they can file a claim
We completely understand the consumers position, but we are unable to provide assistance with an invalid warrantyAs previously stated, the warranty and item appear to have different purchase locations as well as the purchase time frame being months offWe would be happy to assist if the consumer is able to provide a receipt or invoice showing the correct dates and purchase locationUntil that is provided, no further assistance can be given in connection with this warranty
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]
Complaint: [redacted] I am rejecting this response because: Square Trade Continues to contradict itself and proves the company is a fraud and does not do what is advertiseSquare Trade first indicated that the reason why it couldn't reimburse me the full amount that I paid [redacted] plus tax [redacted] was because they said the claim limit was [redacted] believing it to be another claim that I had to fileIf you re-read they said that the only reason why they couldn't pay the taxes was because the limit of the claim was for [redacted] and there was no extra coverageHowever, when I presented them with the fact that they were mistaken and I gave them the correct claim number, showing that the claim limit on this claim is from 50-in which there is no excuse as to why they are not paying the full amount that I paid for the clam with is $***Therefore rather than do what was said in their last response, blaming it on the fact that insurance that was purchased only allotted up to ***, and not the fact they don't reimburse taxes I will be using the fist response to prove my case legallyif you refuse to pay me the full amount of $ [redacted] then this will be a legal matterThe cost of fighting the $ [redacted] in court will cost me nothing but cost you much moreYour choice! I had to order another phone from [redacted] and I am going to pick it up tomorrow and then I will send you the broken phoneIf the check sent to me is not for the full amount I paid for the phone then we will continue this matter before the courts Square trade is a proven fraud and liar and will do anything to keep from paying the full claim and would rather cheat me out of $***I was solicited into purchasing this item by Square Trade because I was told that I would be reimbursed the full price that I paid for the itemNow the phone is broken and I filed a claim and they are not reimbursing me the full amount I paid for the claimHad I purchased it from [redacted] and used their insurance, I would be reimbursed for the full price [redacted] is taking heat for this too because people should not buy such electronics online without having proper insurance and Square Trade does not offer proper insurance they are a fraud, thief and liar....but this not over!Sincerely, [redacted] ***
We are sorry for any delays experienced during the claim process After reviewing the consumer's account it seems there were some issues receiving a copy of the purchase receiptWe have since received the required documentation and have processed the consumer's claim for the full reimbursement amount of the device
We are sorry for any delays experienced during the claim process According to our records, the consumer contacted Squaretrade [redacted] requesting an update on the payment statusOur agent provided the status and advised that since the check had not arrived we had process a new checkWe have not received communication advising the check not being receivedWe have issued an additional check as of today [redacted] and will be processed tomorrow [redacted]
Complaint: [redacted] I am rejecting this response because: As mentioned, although they claim they notified me, I was never properly notified that there was an issue with the billingThis is a clear case of not wanting to take responsibility for a fault within their systemAs is evident within the telephone conversations and communications here, they have chosen to put the fault on me as opposed to taking in their own blame in the situationI am unwilling to accept the response, especially considering the horrendous way I was spoken to on the phoneAfter over an hour long of humiliating conversation where I was insulted and laughed at and, which left me in tears, I was promised a call back by a supervisor which never cameThis company has no consideration of customer serviceThey are an extremely irresponsible company and even stated that they "didn't cancel my policy, the system did" as though the system was a completely independent entity apart from the company itselfThat in and of itself is a clear example of their lack of ability to take responsibility As stated, the responsible thing would have been to consider my policy as a continuation as opposed to treating it as a new policyThe policy had not been ended for an extended amount of time, and well within what they originally told me was the time frame between lack of payment and cancellation Sincerely,Danielle [redacted]
Complaint: [redacted] I am rejecting this response because: Square Trade insists coverage begins on the date the covered item is purchased, but that is not what their web site says, nor the [redacted] web site Square Trade says their position is explained under the "Things to Know" section of the sales page, however I do not find a Things to know section anywhere on their web site and nothing on their site containing the wording they provided as attachments to their reply I purchased the [redacted] TV from [redacted] and on their web site it refers customers who want extended coverage to go to www.squaretrade.com I went to that web page and selected "Buy protection", then highlighted "television" under "home entertainment" and hit enter I read the information on the page and scrolled to the bottom of the page to "Frequently Asked Questions" and clicked on "How does the manufacturer warranty work with Square Trade?" It says the following, "Most new purchases come with a manufacturer's warranty that covers defects due to parts or workmanship Like other extended warranties, Square Trade coverage only begins when the manufacturers warranty ends (typically up to one year from the date of purchase) If there is an issue with your item while the original warranty is still active, your claim will be referred to the manufacturer Alternately, if your plan includes Accident Protection, Square Trade covers your item from day one." I had considered purchasing a TV from [redacted] and had compared prices of the TV's and extended warranty plans where I saw the price of the Square Trade plan if purchased from [redacted] , and the description of the plan on [redacted] .com The graphic on [redacted] .com, which is still there today, shows the manufacturers warranty covers year one, and the Square Trade warranty covers year and after It does NOT show the Square Trade warranty starting on the day purchased and being inclusive of the manufacturers warranty as Square Trade claims Satisfied that I was purchasing a year policy (not a year policy after the manufacturers one year), I returned to the top of the page and selected the price range of the purchase, and selected year plan, and clicked on "Buy Protection" I entered all the pertinent information, clicked on the box to confirm all the items I am covering are new and purchased within the past days At the time I made the purchase, June 2013, there was not to the best of my recollection, a line under the box about covering new equipment, that refers to the Square Trade Terms and Condition there is that line on the current web site, however, the Terms and Conditions were effective in 12-01-2015, two and a half years after my purchase At the time I made the purchase there was NO information readily available to a buyer on the Square Trade web site that would indicate the warranty plan was inclusive with the manufacturers plan, and quite to the contrary, their own web site clearly said "...Square Trade coverage ONLY begins when the manufacturer's warranty ends..." The same for the graphic on [redacted] .com, the two sites I used to compare pricing on the TV and the warranty plans Further, to the best of my knowledge, there is nothing in the Square Trade policy that would provide any value whatsoever during the first year of coverage provided by the manufacturer since the manufacturer's warranty covers year parts and labor, on-site repair if needed, and repair/replace/refund options In other words, IF the Square Trade policy were to run inclusive with the manufacturers warranty it would have to offer something of substantial value to run inclusive, otherwise it is defrauding the customer of what they are paying for, up to 50% in the case of a customer with a year plan, and in my case defrauding me of 25% value since the plan I paid for was years and according to Square Trade the coverage is only for years after the manufacturers warranty As already stated, under the Frequently Asked Questions section, Square Trade clearly says "If there is an issue with your item while the original warranty is active, your claim will be referred to the manufacturer." Square Trade has stated not once, but twice, that their plan does not start and does not cover products within the first year of purchase Sincerely, [redacted]
We apologize to the consumer for the confusion.Our warranties cover wear and tear, mechanical, and electrical failuresWe do see this as valid wear and tear issueWe have also reached out to the specialist for retraining, so this does not happen againWe are also reimbursing the consumer for the purchase price of the item in a form of a check that should arrive within the next 7-business days
Been dealing with this issue since 2/10/I filed another complaint just to get them to honor the warranty after email exchanges where they claimed I hadn't sent a valid receiptThat was resolved as they quickly called after I filed the complaint and offered to "repair" the itemComplaint was [redacted] I asked for a refund, but they claimed they had to repair it firstI sent to a factory authorized repair which took a monthSquartrade paid about $for the repairThe problem is that I got it back and it still doesn't workNow they want me to work with the repair facilities warranty serviceThat means at least another month and shipping from PA to NH...which I have to payThe item is shotIt needs to be retired!
I am sorry that the customer misunderstood the coverage that was purchased Televisions in general would not be offered accidental damage coverage through SquareTrade or other warranty companies, as the life of the unit is spent in a fixed position with very little day to day handling Accidental coverage is intended for handheld electronics From what I could tell, it appears the warranty that was purchased, was a free floating offer available for items listed under an "other" category on [redacted] This is why accidental damage from handling was available, as most items under this category are handheld devices However, if you go back to the original TV listing that was purchased from [redacted] , the customer would see we would offer a warranty specific for TV's (upper right hand side of the screen) and they would not include accidental damage from handling protection At this point, we will be unable to service the item for the current damage and are refunding the customer back for the full value of the warranty purchase
We are sorry for any issues the consumer had with their deviceWhen the claim was filed there was a discrepancy between the problem description provided and the damage observed by our depot during inspectionSince SquareTrade's Accidental Damage From Handling coverage does not cover willful damage, negligent use, theft, or loss it was necessary to review the depot audit, along with pictures to determine if coverage could be provided for the device.After reviewing pictures of the consumer's damaged device and having the incident explained in further detail, we will be issuing a reimbursement for the item cost
Complaint: [redacted] I am rejecting this response because: Square Trade did in fact call AND email me and I responded to their email with all the information they asked for They are absolutely trying to avoid honoring the warranty that I purchased from them in good faith!!!!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize for the issue the consumer experienced with his device The consumer has been contacted and it was confirmed that the replacement phone has been received Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/01/04) */ Issue was resolvedI was told that if you have a un-locked phone, it takes 7-days to get a replacement phoneUn-locked phones is not stockI received a new phone on day after filing a claim
When a protection plan is purchased a copy of the warranty contract that includes the terms and conditions are emailed to address used at the time of the warranty purchase The consumer is able to determine what is and is not covered under their protection plan According to the terms and conditions of the consumer's warranty contract, "Consumer replaceable or consumable items", are not covered under the protection plan Therefore we are unable to replace the consumer's power supply Their protection plan covers mechanical or electrical failures to the unit itself Per customer request, we are canceling their warranty and issuing a full reimbursement of the warranty cost
Unfortunately, the consumer called nearly a full month after the warranty for the device had expiredAccording to our records and the consumer's complaint, we show the consumer contacted us [redacted] PMThe warranty expired on 3/10/at [redacted] AM, effectively competing Squaretrade's obligation as noted in the service contractMoving forward, there is nothing more Squaretrade is able to provide in connection with this warranty
Complaint: [redacted] I am rejecting this response because: Two failures happened on the part of Square Trade: 1) The sales representative for Square Trade verbally explained my options to me, which indicated that I could take my new phone, purchased in [redacted] ***, and simply transfer my warranty to the new phone online at squaretrade.comThe sales representative indicated that I should not purchase a new warranty for my new phone and instead I should transfer my existing one, and then I could renew my warranty in [redacted] when it would expireThis conversation was verbal and I have no control over how Squaretrade keeps their records of conversations 2) I followed the sales representative's instructions and went to the squaretrade website and clicked on the "transfer warranty" buttonIt permitted me to update my phone information to my new phone, including the IMEI numberThe website gave every indication that the warranty transferred successfullyThis happened in [redacted] *** Fast forward to [redacted] ***, when my warranty expiredI called Square Trade to have them assist me in extending my warranty like the sales representative stated I couldI was informed that despite both the sales rep and the website letting me transfer my warranty (see #and #above), that my new phone did not qualify for the transfer and therefore my new phone had NEVER been insured through them, despite the website showing it wasTherefore, since it was not insured and now it was past the days, I could no longer ever insure it through them Although I cannot prove #1, #had records online (during my phone call two weeks ago the customer service rep acknowledged the IMEI # of the phone I acquired in [redacted] ***) I would like either Square Trade to offer insurance on my phone as they stated they would (I will pay Square Trade for a year warranty - $***), or give me a refund for the money I paid between [redacted] to [redacted] (approximately $**) when my phone was not insured, despite the website stating it was, AND compensate me for the fact that my phone is no longer warrantable due to being outside of the day purchase period (Would cost approximately $ [redacted] to replace if damaged)Please note that my phone is currently in good working order, but this would be the cost to me if my phone were damaged due to Squaretrade causing my phone to no longer be insurable due to misinformation on the part of their sales rep and their website Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the consumer did receive the payment as promised We do not know why the payment was delayedWe have processed a check to be sent and according to the tracking number the check was delivered July Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the paymentThank you
We are sorry for any issues the consumer had with their device After looking into the consumers account the device showed evidence of physical damage upon the technicians arrival For TV repairs consumers are instructed to have the unit in a serviceable position Before the technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ We are sorry the consumer had issues with their device The warranty that was sold by the retailer was a warranty that would cover up to $59.99, however our system erred when the item price was inputWe have resolved this issue and the consumer will receive the full payout of $once they file a claim and the claim is approved We have contacted the consumer to let them know that we have corrected the warranty and now they can file a claim
We completely understand the consumers position, but we are unable to provide assistance with an invalid warrantyAs previously stated, the warranty and item appear to have different purchase locations as well as the purchase time frame being months offWe would be happy to assist if the consumer is able to provide a receipt or invoice showing the correct dates and purchase locationUntil that is provided, no further assistance can be given in connection with this warranty
Complaint: [redacted] I am rejecting this response because I want a full refund .Is that what they are offering $ [redacted] 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]
Complaint: [redacted] I am rejecting this response because: Square Trade Continues to contradict itself and proves the company is a fraud and does not do what is advertiseSquare Trade first indicated that the reason why it couldn't reimburse me the full amount that I paid [redacted] plus tax [redacted] was because they said the claim limit was [redacted] believing it to be another claim that I had to fileIf you re-read they said that the only reason why they couldn't pay the taxes was because the limit of the claim was for [redacted] and there was no extra coverageHowever, when I presented them with the fact that they were mistaken and I gave them the correct claim number, showing that the claim limit on this claim is from 50-in which there is no excuse as to why they are not paying the full amount that I paid for the clam with is $***Therefore rather than do what was said in their last response, blaming it on the fact that insurance that was purchased only allotted up to ***, and not the fact they don't reimburse taxes I will be using the fist response to prove my case legallyif you refuse to pay me the full amount of $ [redacted] then this will be a legal matterThe cost of fighting the $ [redacted] in court will cost me nothing but cost you much moreYour choice! I had to order another phone from [redacted] and I am going to pick it up tomorrow and then I will send you the broken phoneIf the check sent to me is not for the full amount I paid for the phone then we will continue this matter before the courts Square trade is a proven fraud and liar and will do anything to keep from paying the full claim and would rather cheat me out of $***I was solicited into purchasing this item by Square Trade because I was told that I would be reimbursed the full price that I paid for the itemNow the phone is broken and I filed a claim and they are not reimbursing me the full amount I paid for the claimHad I purchased it from [redacted] and used their insurance, I would be reimbursed for the full price [redacted] is taking heat for this too because people should not buy such electronics online without having proper insurance and Square Trade does not offer proper insurance they are a fraud, thief and liar....but this not over!Sincerely, [redacted] ***
We are sorry for any delays experienced during the claim process After reviewing the consumer's account it seems there were some issues receiving a copy of the purchase receiptWe have since received the required documentation and have processed the consumer's claim for the full reimbursement amount of the device
We are sorry for any delays experienced during the claim process According to our records, the consumer contacted Squaretrade [redacted] requesting an update on the payment statusOur agent provided the status and advised that since the check had not arrived we had process a new checkWe have not received communication advising the check not being receivedWe have issued an additional check as of today [redacted] and will be processed tomorrow [redacted]
Complaint: [redacted] I am rejecting this response because: As mentioned, although they claim they notified me, I was never properly notified that there was an issue with the billingThis is a clear case of not wanting to take responsibility for a fault within their systemAs is evident within the telephone conversations and communications here, they have chosen to put the fault on me as opposed to taking in their own blame in the situationI am unwilling to accept the response, especially considering the horrendous way I was spoken to on the phoneAfter over an hour long of humiliating conversation where I was insulted and laughed at and, which left me in tears, I was promised a call back by a supervisor which never cameThis company has no consideration of customer serviceThey are an extremely irresponsible company and even stated that they "didn't cancel my policy, the system did" as though the system was a completely independent entity apart from the company itselfThat in and of itself is a clear example of their lack of ability to take responsibility As stated, the responsible thing would have been to consider my policy as a continuation as opposed to treating it as a new policyThe policy had not been ended for an extended amount of time, and well within what they originally told me was the time frame between lack of payment and cancellation Sincerely,Danielle [redacted]
Complaint: [redacted] I am rejecting this response because: Square Trade insists coverage begins on the date the covered item is purchased, but that is not what their web site says, nor the [redacted] web site Square Trade says their position is explained under the "Things to Know" section of the sales page, however I do not find a Things to know section anywhere on their web site and nothing on their site containing the wording they provided as attachments to their reply I purchased the [redacted] TV from [redacted] and on their web site it refers customers who want extended coverage to go to www.squaretrade.com I went to that web page and selected "Buy protection", then highlighted "television" under "home entertainment" and hit enter I read the information on the page and scrolled to the bottom of the page to "Frequently Asked Questions" and clicked on "How does the manufacturer warranty work with Square Trade?" It says the following, "Most new purchases come with a manufacturer's warranty that covers defects due to parts or workmanship Like other extended warranties, Square Trade coverage only begins when the manufacturers warranty ends (typically up to one year from the date of purchase) If there is an issue with your item while the original warranty is still active, your claim will be referred to the manufacturer Alternately, if your plan includes Accident Protection, Square Trade covers your item from day one." I had considered purchasing a TV from [redacted] and had compared prices of the TV's and extended warranty plans where I saw the price of the Square Trade plan if purchased from [redacted] , and the description of the plan on [redacted] .com The graphic on [redacted] .com, which is still there today, shows the manufacturers warranty covers year one, and the Square Trade warranty covers year and after It does NOT show the Square Trade warranty starting on the day purchased and being inclusive of the manufacturers warranty as Square Trade claims Satisfied that I was purchasing a year policy (not a year policy after the manufacturers one year), I returned to the top of the page and selected the price range of the purchase, and selected year plan, and clicked on "Buy Protection" I entered all the pertinent information, clicked on the box to confirm all the items I am covering are new and purchased within the past days At the time I made the purchase, June 2013, there was not to the best of my recollection, a line under the box about covering new equipment, that refers to the Square Trade Terms and Condition there is that line on the current web site, however, the Terms and Conditions were effective in 12-01-2015, two and a half years after my purchase At the time I made the purchase there was NO information readily available to a buyer on the Square Trade web site that would indicate the warranty plan was inclusive with the manufacturers plan, and quite to the contrary, their own web site clearly said "...Square Trade coverage ONLY begins when the manufacturer's warranty ends..." The same for the graphic on [redacted] .com, the two sites I used to compare pricing on the TV and the warranty plans Further, to the best of my knowledge, there is nothing in the Square Trade policy that would provide any value whatsoever during the first year of coverage provided by the manufacturer since the manufacturer's warranty covers year parts and labor, on-site repair if needed, and repair/replace/refund options In other words, IF the Square Trade policy were to run inclusive with the manufacturers warranty it would have to offer something of substantial value to run inclusive, otherwise it is defrauding the customer of what they are paying for, up to 50% in the case of a customer with a year plan, and in my case defrauding me of 25% value since the plan I paid for was years and according to Square Trade the coverage is only for years after the manufacturers warranty As already stated, under the Frequently Asked Questions section, Square Trade clearly says "If there is an issue with your item while the original warranty is active, your claim will be referred to the manufacturer." Square Trade has stated not once, but twice, that their plan does not start and does not cover products within the first year of purchase Sincerely, [redacted]
We apologize to the consumer for the confusion.Our warranties cover wear and tear, mechanical, and electrical failuresWe do see this as valid wear and tear issueWe have also reached out to the specialist for retraining, so this does not happen againWe are also reimbursing the consumer for the purchase price of the item in a form of a check that should arrive within the next 7-business days
Been dealing with this issue since 2/10/I filed another complaint just to get them to honor the warranty after email exchanges where they claimed I hadn't sent a valid receiptThat was resolved as they quickly called after I filed the complaint and offered to "repair" the itemComplaint was [redacted] I asked for a refund, but they claimed they had to repair it firstI sent to a factory authorized repair which took a monthSquartrade paid about $for the repairThe problem is that I got it back and it still doesn't workNow they want me to work with the repair facilities warranty serviceThat means at least another month and shipping from PA to NH...which I have to payThe item is shotIt needs to be retired!
I am sorry that the customer misunderstood the coverage that was purchased Televisions in general would not be offered accidental damage coverage through SquareTrade or other warranty companies, as the life of the unit is spent in a fixed position with very little day to day handling Accidental coverage is intended for handheld electronics From what I could tell, it appears the warranty that was purchased, was a free floating offer available for items listed under an "other" category on [redacted] This is why accidental damage from handling was available, as most items under this category are handheld devices However, if you go back to the original TV listing that was purchased from [redacted] , the customer would see we would offer a warranty specific for TV's (upper right hand side of the screen) and they would not include accidental damage from handling protection At this point, we will be unable to service the item for the current damage and are refunding the customer back for the full value of the warranty purchase
We are sorry for any issues the consumer had with their deviceWhen the claim was filed there was a discrepancy between the problem description provided and the damage observed by our depot during inspectionSince SquareTrade's Accidental Damage From Handling coverage does not cover willful damage, negligent use, theft, or loss it was necessary to review the depot audit, along with pictures to determine if coverage could be provided for the device.After reviewing pictures of the consumer's damaged device and having the incident explained in further detail, we will be issuing a reimbursement for the item cost