Complaint: [redacted] I am rejecting this response because: I made several phone calls to SquareTrade, and was promised numerous callbacks, which never occurred Postmark on check indicates it was not mailed until after I filed the Revdex.com complaint.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I'm happy to do a three way contact with [redacted] and Square Trade so that they can confirm the pricingJust let me know hours in advance so I can contact [redacted] to arrange the conversationRegarding what is covered/not covered, all I can say is that I'm not a technician and don't know the inner workings of a computer, but I was sent by Square Trade to fix the computer to wherever I could find and that they would reimburse meI asked if [redacted] ***'s [redacted] was okay, they said yes, I went, got it fixed and now trying to get reimbursed because [redacted] , the company that Square Trade set up to fix it, after multiple tries could notThe other thing I would like to comment about is that I got on a three way call before, but the supervisor said he could not authorize it Please give me a time and date and I will make the arrangements and I will make sure to be on the call with you Appreciate the time and look forward to having my issue resolved Sincerely,Juan [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/07/26) */ We are sorry the consumer delays in the processing of their claim We don't know why there was a delay in processing the claimAs of July the device is in transit to the repair depotAs per the tracking number the device should be at the repair depot by July Our repair guarantee guarantees the repair, once it has been received, will take days to repairIf the device is not repaired in two days we will refund the warranty priceAs the device has not been received yet the guarantee does not apply Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am glad that the item is en route to be repairedBut there is still a serious problem with their system I didn't delay this processTHEY stalled the process It took me over two hours of calling them to be able to file my claim the second timeWhen you call, you navigate through a menu indicating what kind of device needs repair and where it was purchasedAt the end of the menu, you are connected with someone who tells you that they can't help you because the laptop team handles all laptop claims and you are told that the laptop team will call you backA few minutes later you receive a call, and when you pick up you are connected with the same menu that you just spent minutes navigating throughAnd you repeat the processOver and overAfter two hours, asking to talk to a manager (who never picked up, I was put on hold and they literally never picked upI left that phone on speaker phone and continued to call from another phone.) finally I explained to the person that I had filed a claim with the Revdex.com and that time they said they were able to process my claim and I didn't need to get a call back from the laptop teamI believe this is a scamIt should not take hours to file a claimNot to mention this was actually my second attempt to file the claim and they showed no record of my original claim Final Business Response / [redacted] (4000, 10, 2015/08/04) */ We are glad the consumer's device was repaired and returned We are sorry there were delays in the processThese delays had NOTHING to do with what the consumer did It is not our intent to stall any processWe are addressing the issues of being able to respond to the consumer when they place a callThe menu was created to help accelerate the claim process, getting the consumer to the specialist that will be able to resolve their issuesIn this case the person that took the call did not process the call in the proper manner and caused more delaysWe are addressing the issues the consumer hadWe are hiring more specialists and mangers to relieve the issues of delays in working with the consumers and training so that the consumers are being handled properly Final Consumer Response / [redacted] (2000, 12, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope that the company will live up to their promisesThe issue was not one individual person who handled the call incorrectlyI called many many times over hours and every call was handled the sameIf I was able to reach a person at all (most often I ended up in an endless loop of menus or was put on endless hold), they promised a callback and the callbacks were always just the same menu as when I calledThis doesn't seem like a problem with an individual employee, this seems like the way the system is set upMaybe they hope someone will give up and they won't have to repair the product
We are sorry for any issue the consumer experienced with their device According to our records, on [redacted] a manager made an exception to process the claim for reimbursementThis seems to be the cause some of the confusion regarding the resolutionWe have communicated the correct and current resolution to the consumerSince the purchase price, as well as the warranty cost, has been reimbursed to the consumer, we have completed the warranty agreement
We are sorry for any issue the consumer experienced with their deviceSquareTrade apologizes for the delay in resolving this matterAccording to our records, some of the information we received from the reseller concerning the consumer's TV was incorrectDue to this incorrect information, confusion around the model number and unit price caused quite a bit of a delayWorking alongside the reseller, we were able to confirm the correct device information and proceed with the replacement optionUnfortunately, it appeared that the TV was unable to be shipped and could only be picked up, causing additional delaysWe have since processed a full reimbursement for the purchase price of the consumer TVWe show a check was processed 6/28/ [redacted] and generally can take 7-day to arrive
We apologize for any misunderstanding regarding the purchasing of our warranties In this circumstance Squaretrade is unable to validate the consumer's warranty due to the method it was purchasedSquaretrade lists the requirments for warranty purchases beneath the section titled "things to know", and it explcitly states here that "SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last days." We apologize if the consumer felt this to be hidden or misleading as it was not our intent, and due to this misunderstanding we have cancelled the consumer's policy and provided a full refund of the purchasing price
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We apologize for the issue the consumer experiencedAn internal glitch caused the delay with uploading the warrantyThe glitch has been resolved and the warranty should be uploaded with 2-business daysFor the inconvenience the consumer experienced we will refund the warranty & still provide coverage for the warranty period Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) After making my complaint, I was immediately contacted by SquaretradeThey promptly apologized, and they honorably offered to honor the warranty for no charge to me This company has more than exceeded my expectations, and I look forward to doing business with them again [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 me Can you please reimburse me ASAP Thanks Sincerely, [redacted] ***
I noted that I had in some places in my complaint erroneously stated that I had originally contacted SquareTrade on May 12, It was on May 5th, I thought I completely corrected this minor error, but I believe that missed correcting a few of them Sincerely yours, Stephen [redacted] **
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ We apologize the consumer is still experiencing issues with their deviceOur records indicate the technicians did the following repairs: replaced broken hinges, keyboard & Palmrest/TouchpadThe computer's hard drive had a data corruption issue that required a resetThe operating system on your hard drive was reinstalled and is now in working orderIf the consumer is still experiencing issue our claims specialist will be happy to assist with filing a claim to resolve any additional issues Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as they don't lose my laptop this time or reset what I had to recover from the last resetIn addition, actually fix it this time Final Consumer Response / [redacted] (3000, 12, 2016/01/21) */ The customer service is horrible! They threatened to hang up on me! First, I was in France and then PakistanI refuse to send them the detachable computer because they reset it last timeThey say that it is because of a corruption, I'm an IT professional and there was no corruptionThey reset it for the he [redacted] of it! I only want to send the keyboard to be replaced, but they refuse! They want the whole thing or nothing! Final Business Response / [redacted] (4000, 14, 2016/02/08) */ On 1/18/the consumer accepted our offer to move forward with the repair by sending in the laptop now refuses to provide the serial number for the unit or send in the entire unit to repairOur repair center can't move forward with the repair without the full unit being sentWe gave the consumer the option to buy the keyboard or get it repaired locally but he refused both optionsWe have contacted the consumer to resolve this complaint but we have not received a response
Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ We apologize the consumer had issues with their device Our records indicate the consumer's check has been processed and should be received by November 13th
We are sorry for any confusion experienced during the claim process.According to our records, the consumer's laptop was repaired by our depot centerThe hard drive was replaced and the operation systems were reloadedPrior to shipping the laptop back to the consumer, the repair center performed a battery test to confirm that the laptop was fully functioningThis is completed by the repair team on each device shipped in for repairs.In regards to the warranty reimbursement, we've informed the consumer that the Reseller handles all of the refunds for the warranties that they sell to consumersUnfortunately, they're unable to provide a refund for the warranty, without cancelling it on there endFor the consumers inconvenience, we've made an exception to refund the warranty price and continue the coverageA check has been reprocessed for the $for the purchase of a new power cord and AC adapter The consumer should expect to receive it in the next 7-businessWe appreciate the consumers patience while we resolve this concern
Complaint: [redacted] I am rejecting this response because: First, I have NOT received two checks from SquareTradeI did receive one check for $ [redacted] (the amount that I was charged when their first check bounced)I have deposited that check and will see what happensI have NOT received a check for the actual amount of the repair -- which was $***Perhaps that check is in the mail, but I have waited several additional days since the first check arrived and it has not arrivedMoreover, I would note that the explanation provided in SquareTrade's response varies substantially from what I was told on the telephone previouslyIt appears as though they are just engaging in bait and switch type techniques here I would also note that there is no response to the complaint about their inappropriately and without disclosure or permission recording customer phone calls Finally, I would note that I have gotten some rather strange emails from them recently claiming that they are unable to process payments for the insurance from meGiven that the payments are automatic and on a credit card that is not expired and which I have had no problems with, I am wondering exactly what games SquareTrade continues to play In any event, the primary complaint at this point is that they STILL have not paid the insured claim Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ We are sorry the consumer had issues with their device We were not able to contact the consumer because the number on the account was different than the consumer's numberThis happened because the warranty was assigned to the purchaser of the unit and the consumer received the unit from the purchaser We spoke to the consumer and based on the current information we found the warrantyWe then processed and approved a claim Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/21) */ 10-15-2015, To: [redacted] , I have received an email from squaretrades regarding case # XXXXXXXX they agreed to refund me the cost of the Purchase price in the amount of $499.99, however as of XX-XX-XXXX I have not received payment I will email you again when I receive payment Thank you [redacted]
We are sorry for any issues the consumer had with their deviceTheir device displayed signs of physical damage when the technician arrived, which Squaretrade TV protection plans do not cover Since we could not provide service to the consumers device a refund for the warranty cost was processed on 6/
We apologize the difficulty the consumer experienced with their claim When the customer was approved to receive a replacement phone, this was dependent on an additional verification process including electronic signatures on required documentationOnce these forms were completed the consumer was approved for the best resolution available (a reimbursement for the price of the item) based on our current stock of replacement devicesWhile we understand that this process could be frustrating it was completed within a typical claim turnaround time, and as such we would have no alternative resolution for the consumer In regards to the consumer being hung up on, we apologize if there was any poor customer service and we will be doing an internal review to address the situation
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 meAppliance was fixed today?Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceThe consumer's device was damaged in shipping back from our depot Once the consumer informed SquareTrade of the damages a claim was filed to have the device repair There was a delay in repairing the device as parts needed to be ordered We have reimbursed the consumer their warranty cost as our depot exceeded our 2-repair guarantee Currently, repairs to the consumers device has been completed and the unit is being shipped back
We are sorry for any issues the consumer had with their device.The consumer has been contacted and the desired settlement reachedWe apologize for any delays encountered by the consumer in regards to this process
Complaint: [redacted] I am rejecting this response because: I made several phone calls to SquareTrade, and was promised numerous callbacks, which never occurred Postmark on check indicates it was not mailed until after I filed the Revdex.com complaint.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I'm happy to do a three way contact with [redacted] and Square Trade so that they can confirm the pricingJust let me know hours in advance so I can contact [redacted] to arrange the conversationRegarding what is covered/not covered, all I can say is that I'm not a technician and don't know the inner workings of a computer, but I was sent by Square Trade to fix the computer to wherever I could find and that they would reimburse meI asked if [redacted] ***'s [redacted] was okay, they said yes, I went, got it fixed and now trying to get reimbursed because [redacted] , the company that Square Trade set up to fix it, after multiple tries could notThe other thing I would like to comment about is that I got on a three way call before, but the supervisor said he could not authorize it Please give me a time and date and I will make the arrangements and I will make sure to be on the call with you Appreciate the time and look forward to having my issue resolved Sincerely,Juan [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/07/26) */ We are sorry the consumer delays in the processing of their claim We don't know why there was a delay in processing the claimAs of July the device is in transit to the repair depotAs per the tracking number the device should be at the repair depot by July Our repair guarantee guarantees the repair, once it has been received, will take days to repairIf the device is not repaired in two days we will refund the warranty priceAs the device has not been received yet the guarantee does not apply Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am glad that the item is en route to be repairedBut there is still a serious problem with their system I didn't delay this processTHEY stalled the process It took me over two hours of calling them to be able to file my claim the second timeWhen you call, you navigate through a menu indicating what kind of device needs repair and where it was purchasedAt the end of the menu, you are connected with someone who tells you that they can't help you because the laptop team handles all laptop claims and you are told that the laptop team will call you backA few minutes later you receive a call, and when you pick up you are connected with the same menu that you just spent minutes navigating throughAnd you repeat the processOver and overAfter two hours, asking to talk to a manager (who never picked up, I was put on hold and they literally never picked upI left that phone on speaker phone and continued to call from another phone.) finally I explained to the person that I had filed a claim with the Revdex.com and that time they said they were able to process my claim and I didn't need to get a call back from the laptop teamI believe this is a scamIt should not take hours to file a claimNot to mention this was actually my second attempt to file the claim and they showed no record of my original claim Final Business Response / [redacted] (4000, 10, 2015/08/04) */ We are glad the consumer's device was repaired and returned We are sorry there were delays in the processThese delays had NOTHING to do with what the consumer did It is not our intent to stall any processWe are addressing the issues of being able to respond to the consumer when they place a callThe menu was created to help accelerate the claim process, getting the consumer to the specialist that will be able to resolve their issuesIn this case the person that took the call did not process the call in the proper manner and caused more delaysWe are addressing the issues the consumer hadWe are hiring more specialists and mangers to relieve the issues of delays in working with the consumers and training so that the consumers are being handled properly Final Consumer Response / [redacted] (2000, 12, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope that the company will live up to their promisesThe issue was not one individual person who handled the call incorrectlyI called many many times over hours and every call was handled the sameIf I was able to reach a person at all (most often I ended up in an endless loop of menus or was put on endless hold), they promised a callback and the callbacks were always just the same menu as when I calledThis doesn't seem like a problem with an individual employee, this seems like the way the system is set upMaybe they hope someone will give up and they won't have to repair the product
We are sorry for any issue the consumer experienced with their device According to our records, on [redacted] a manager made an exception to process the claim for reimbursementThis seems to be the cause some of the confusion regarding the resolutionWe have communicated the correct and current resolution to the consumerSince the purchase price, as well as the warranty cost, has been reimbursed to the consumer, we have completed the warranty agreement
We are sorry for any issue the consumer experienced with their deviceSquareTrade apologizes for the delay in resolving this matterAccording to our records, some of the information we received from the reseller concerning the consumer's TV was incorrectDue to this incorrect information, confusion around the model number and unit price caused quite a bit of a delayWorking alongside the reseller, we were able to confirm the correct device information and proceed with the replacement optionUnfortunately, it appeared that the TV was unable to be shipped and could only be picked up, causing additional delaysWe have since processed a full reimbursement for the purchase price of the consumer TVWe show a check was processed 6/28/ [redacted] and generally can take 7-day to arrive
We apologize for any misunderstanding regarding the purchasing of our warranties In this circumstance Squaretrade is unable to validate the consumer's warranty due to the method it was purchasedSquaretrade lists the requirments for warranty purchases beneath the section titled "things to know", and it explcitly states here that "SquareTrade Protection Plans are only valid for new products purchased at Amazon within the last days." We apologize if the consumer felt this to be hidden or misleading as it was not our intent, and due to this misunderstanding we have cancelled the consumer's policy and provided a full refund of the purchasing price
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We apologize for the issue the consumer experiencedAn internal glitch caused the delay with uploading the warrantyThe glitch has been resolved and the warranty should be uploaded with 2-business daysFor the inconvenience the consumer experienced we will refund the warranty & still provide coverage for the warranty period Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) After making my complaint, I was immediately contacted by SquaretradeThey promptly apologized, and they honorably offered to honor the warranty for no charge to me This company has more than exceeded my expectations, and I look forward to doing business with them again [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 me Can you please reimburse me ASAP Thanks Sincerely, [redacted] ***
I noted that I had in some places in my complaint erroneously stated that I had originally contacted SquareTrade on May 12, It was on May 5th, I thought I completely corrected this minor error, but I believe that missed correcting a few of them Sincerely yours, Stephen [redacted] **
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ We apologize the consumer is still experiencing issues with their deviceOur records indicate the technicians did the following repairs: replaced broken hinges, keyboard & Palmrest/TouchpadThe computer's hard drive had a data corruption issue that required a resetThe operating system on your hard drive was reinstalled and is now in working orderIf the consumer is still experiencing issue our claims specialist will be happy to assist with filing a claim to resolve any additional issues Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as they don't lose my laptop this time or reset what I had to recover from the last resetIn addition, actually fix it this time Final Consumer Response / [redacted] (3000, 12, 2016/01/21) */ The customer service is horrible! They threatened to hang up on me! First, I was in France and then PakistanI refuse to send them the detachable computer because they reset it last timeThey say that it is because of a corruption, I'm an IT professional and there was no corruptionThey reset it for the he [redacted] of it! I only want to send the keyboard to be replaced, but they refuse! They want the whole thing or nothing! Final Business Response / [redacted] (4000, 14, 2016/02/08) */ On 1/18/the consumer accepted our offer to move forward with the repair by sending in the laptop now refuses to provide the serial number for the unit or send in the entire unit to repairOur repair center can't move forward with the repair without the full unit being sentWe gave the consumer the option to buy the keyboard or get it repaired locally but he refused both optionsWe have contacted the consumer to resolve this complaint but we have not received a response
Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ We apologize the consumer had issues with their device Our records indicate the consumer's check has been processed and should be received by November 13th
We are sorry for any confusion experienced during the claim process.According to our records, the consumer's laptop was repaired by our depot centerThe hard drive was replaced and the operation systems were reloadedPrior to shipping the laptop back to the consumer, the repair center performed a battery test to confirm that the laptop was fully functioningThis is completed by the repair team on each device shipped in for repairs.In regards to the warranty reimbursement, we've informed the consumer that the Reseller handles all of the refunds for the warranties that they sell to consumersUnfortunately, they're unable to provide a refund for the warranty, without cancelling it on there endFor the consumers inconvenience, we've made an exception to refund the warranty price and continue the coverageA check has been reprocessed for the $for the purchase of a new power cord and AC adapter The consumer should expect to receive it in the next 7-businessWe appreciate the consumers patience while we resolve this concern
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: First, I have NOT received two checks from SquareTradeI did receive one check for $ [redacted] (the amount that I was charged when their first check bounced)I have deposited that check and will see what happensI have NOT received a check for the actual amount of the repair -- which was $***Perhaps that check is in the mail, but I have waited several additional days since the first check arrived and it has not arrivedMoreover, I would note that the explanation provided in SquareTrade's response varies substantially from what I was told on the telephone previouslyIt appears as though they are just engaging in bait and switch type techniques here I would also note that there is no response to the complaint about their inappropriately and without disclosure or permission recording customer phone calls Finally, I would note that I have gotten some rather strange emails from them recently claiming that they are unable to process payments for the insurance from meGiven that the payments are automatic and on a credit card that is not expired and which I have had no problems with, I am wondering exactly what games SquareTrade continues to play In any event, the primary complaint at this point is that they STILL have not paid the insured claim Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ We are sorry the consumer had issues with their device We were not able to contact the consumer because the number on the account was different than the consumer's numberThis happened because the warranty was assigned to the purchaser of the unit and the consumer received the unit from the purchaser We spoke to the consumer and based on the current information we found the warrantyWe then processed and approved a claim Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/21) */ 10-15-2015, To: [redacted] , I have received an email from squaretrades regarding case # XXXXXXXX they agreed to refund me the cost of the Purchase price in the amount of $499.99, however as of XX-XX-XXXX I have not received payment I will email you again when I receive payment Thank you [redacted]
We are sorry for any issues the consumer had with their deviceTheir device displayed signs of physical damage when the technician arrived, which Squaretrade TV protection plans do not cover Since we could not provide service to the consumers device a refund for the warranty cost was processed on 6/
We apologize the difficulty the consumer experienced with their claim When the customer was approved to receive a replacement phone, this was dependent on an additional verification process including electronic signatures on required documentationOnce these forms were completed the consumer was approved for the best resolution available (a reimbursement for the price of the item) based on our current stock of replacement devicesWhile we understand that this process could be frustrating it was completed within a typical claim turnaround time, and as such we would have no alternative resolution for the consumer In regards to the consumer being hung up on, we apologize if there was any poor customer service and we will be doing an internal review to address the situation
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 meAppliance was fixed today?Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceThe consumer's device was damaged in shipping back from our depot Once the consumer informed SquareTrade of the damages a claim was filed to have the device repair There was a delay in repairing the device as parts needed to be ordered We have reimbursed the consumer their warranty cost as our depot exceeded our 2-repair guarantee Currently, repairs to the consumers device has been completed and the unit is being shipped back
We are sorry for any issues the consumer had with their device.The consumer has been contacted and the desired settlement reachedWe apologize for any delays encountered by the consumer in regards to this process