We are sorry for any issues the consumer had with their device Some of our re-sellers offer a gift card as a form of reimbursement When a consumer's claim is processed and a gift card chosen as the reimbursement method the card is emailed to the address on file within business dayWe have verified the consumer's email address and made several attempts to send another gift card At this time, we are processing a check to be sent to the consumer for reimbursement
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer was misinformed regarding how the process works when a claim is filed We are contacting our sellers to make sure that their sales people are giving proper information regarding deductibles on claims We have worked out a claim so that the consumer does not have to pay a deductibleThis is an option we have and it depends on the repair cost as to whether we will wave the deductible or not
We are sorry for any issues the consumer had with their deviceWith unlocked devices we are generally only able to offer a depot repair or a local repair invoice SquareTrade is not able to replace unlocked devices as our replacement's are tied to a specific carrier We have moved forward to reimburse the consumer for their item price A check is currently being processed to be mailed out to the consumer
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: Like I have statedat the time of the purchase of the warranty Squeartrade had no mention of the deductableI know Squeartrade updated the terns and conditions last year and that is when I started to see a deductiable, but there was no option at the time of purchaseI will pay this deductable because Squeartrade has me in a hostage situation on my laptopI will publicly dispute Squeartrade and tell everyone to not buy a warranty or do any business what so ever with SqueartradeThey have gotten to big headed now amd refuse to help a loyal customer for over years Thank you Revdex.comSincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.As of 4/26/the consumer was sent a reimbursement check in the amount of $in addition to the second check for $19.98.This comes to a total reimbursement of $which is the full purchase price of the consumer's product.Since this has satisfied the consumer we consider this case as coming to a successful conclusion!
According to our records, the reason for the claim denial is due to the receipt provided by the consumer is missing key information required for the warrantyWe have requested that an alternate copy is provided, otherwise, Squaretrade would be unable to provide assistance SquareTrade's Term & Conditions state, "YOUR RESPONSIBILITIES: Provide Us with a complete copy of proof of purchaseYou can send Us a digital copy through www.squaretrade.com and We can store it for You, or You can provide such proof of purchase at time You make a claim Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location." Furthermore, our records indicate that the consumer contacted us on 4/25/and requested to cancel the warrantyWe have since provided a full refund of the warranty cost via checkMoving forward, we would be unable to provide assistance in connection with this warranty
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ We are sorry the consumer delays in the shipment of their device. Due to errors on our part and the unavailability of the model the consumer wanted we were unable to fulfill their request overnight as advertised. There was also incorrect... information the customer received because of lack of training with the specialists. This has been addressed. For that reason we refunded the deductible the consumer paid and warranty price the consumer paid. We did escalate this and the consumer did receive a purchased phone just outside of the 5 days the consumer was told. We have addressed these delay issues. Although delays occur it is not our intention to have these delays happen. SquareTrade is not in the business of giving our customers the "runaround" or take advantage of them. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for any inconvenience experienced with this claim We have reached out to the consumer to offer an alternative resolution, and to further discuss the situationWe appreciate the consumer's patience while we work to resolve his issue
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ We apologize that the consumer had issues with their device We can not guarantee the availability of our inventory at a particular timeIn this case the exact model was not available to the consumer To resolve, the consumer took their device to an authorized local dealer to be repairedAs a courtesy we also refunded the consumer's deductible
We are sorry that the consumer had issues filing their claim.We are sorry that the representative misspoke and told the consumer to bring it back to the store to repairSince this item is only months old the consumer is still covered within the manufacturer's warrantyWe do recommend that the consumer gets in contact with the manufacturer to discuss repair options as it will not affects their warranty amountWhen the consumer does file a claim during the extended warranty time period we will cover the expenses of parts and labor or a replacement up to the coverage amountOnce again we apologize for the wrong information given
Complaint: [redacted] I am rejecting this response because: There was no miscommunication, it was simply deceptive business practices by SquareTradeThey requested photos and I sent them to them within minutes They then denied my claim saying the exterior of my TV showed physical damage It clearly did not They offered me a refund of $the amount my policy cost in order to not honor the warranty and have me go away Unless I persisted over several phone calls and several hours, I would never have gotten them to acknowledge the TV had no physical damage and had in fact caught fire, and as verified by [redacted] the manufacturer, it would be covered under their manufacturers warranty if it was still under warranty Only then did SquareTrade approve the claim and agree to send out a technician SquareTrade confirmed parts were ordered and should be received by me overnight and they set up a repair appointment for Friday, January 19, At approximately 1:45pm today (1/18/18) I received an email from SquareTrade saying the parts had in fact not been shipped and that they were going to have to reschedule my repair appointment A few minutes later I received another email saying the parts had just been ordered and I should receive them within 2-business days and when received I would need to call to schedule a new appointment for the repair So as per their response to the Revdex.com inquiry, there is no appointment for 1/19/ At this point I have not received the parts, the TV has not been repaired, and I do not have a scheduled appointment So, based on the above, NO, I do not accept the response by SquareTrade Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceAfter looking into the account we requested a copy of the receipt of purchase from the consumer The consumer was informed that their item is still under manufacturer's warranty and was referred for service At this point in time the consumer would need to contact the manufacture for a resolutionAccording to their warranty contract "The 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."
We are sorry for any issues the consumer had with their device. After looking into the account the consumer is covered under our family plan. In order to qualify for family plan coverage the consumer would need to "already have a smartphone/ [redacted] covered by SquareTrade, then all the... phones that are on the same account as the covered phone can be added onto our coverage – regardless of when the other phones were bought, or their prior insurance." The consumer met the necessary requirements upon purchase of the warranty. The account has been updated to reflect the valid warranty and we have reached out to the consumer to finish the claim process and resolve the consumers issue.
We apologize for any inconvenience that the consumer might have experienced during this process As of today 2/12/the claim for this consumer has been resolved for a full reimbursement for the cost of her deviceThis has brought this matter to a successful conclusion for the consumer
We apologize for any inconvenience that the consumer might have experienced during this process Here at Square Trade we try to assist our customer's in any way we canIn reference to the consumer's item in particular there have been several issues dating back since The last issue was one where the consumer stated that the item does not focus correctly and becomes blurry at times We have just recently as 3/30/advised the customer to send the device back to us so that we can attempt to fix the issue the customer is stating he has One of the issues we had is with duplicating this problem with our technicians as the item passes all diagnostics tests and no signs of any problem arise In a effort to make the consumer whole we have even offered to have him send his item in to the manufacturer and we will pay for the repairsIn addition to answer the consumer's question he would not have to pay for shipping to and from the manufacturer as this is covered by our warranty We have tried to assist the customer in every way we have availableFirst we tried having our techs fix the issue, next we advised the customer to bring it to a local repair shop or even send it to the manufacturer for repairThe consumer feels that none of these options are acceptable when in fact these are all reasonable resolutions to this matter In reference to the customer's box, our technicians discard them on a daily basis specifically if they believe that repackaging the item in that box can cause the unit further damage We are not able to retrieve the box as it was thrown out and our company even went to the extent of offering the consumer compensation for his box so that he may purchase a new one In conclusion the consumer has one final claim that he filed on 3/30/and I sincerely advise that he take advantage of it as we our bound to find the consumer a satisfactory closure through it! This claim will be open for no longer than days after which time the warranty is fully concluded and no additional assistance will be made available
Initial Business Response / [redacted] (4000, 8, 2015/07/01) */ We are sorry the consumer's device failed Our guarantee states the device will be repaired in less than days or your plan is free and we will refund the warrant price, not the price of the deviceWe have refunded the warranty price to the consumer In this case the unit was deemed beyond economic repair and we paid the consumer the price paid for the device as well Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) also as of X-X-XXXX square trade not only gave me the total price of the laptop,they have also sent me a check for for the price I paid for the warrantyI am very satisfied and will buy their warranty service again
We apologize for the delay. Since we show the check being sent on [redacted] and the consumer has still not received it. We will be sure to reconfirm all contact information and have a new check sent out as soon as possible.
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device The consumer did not purchase accidental damage from handling for the devicePer the Terms & Conditions Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spillsThe consumer's warranty has been cancelled and refunded in full Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called them before I purchase the issurance,otherwise I wouldn't buy it Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2015/12/24) */ Our records indicate the consumer's warranty contract does not include Accidental Damage from HandlingIf the consumer believes it was purchased and can provide documentation we'd be [redacted] to reinstate his claimCurrently the warranty has been cancelled and the consumer has been issued a full refund Final Consumer Response / [redacted] (4200, 11, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the full refund,I wouldn't buy the insurance if they do not cover the phone drop and damage.that waste my money
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We are sorry the consumer had an issue with receiving their reimbursement The claim was not processed properly when it was first filedWe were able to process the claim correctly and have the payment sent out to a Paypal account on July 31, however the payment was denied by PaypalWe are in the process of getting a check sent to the consumer As per our Terms and Conditions we do not reimburse consumers for personal time taken to resolve issuesWhat we will do in this case is make an exceptions and offer a one-time reimbursement for the price paid for the warranty SquareTrade's intent is not to delay payments to our consumersIn this case the system had an error and did not process the payment We have emailed the consumer to let them know what we intend to do Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any issues the consumer had with their device Some of our re-sellers offer a gift card as a form of reimbursement When a consumer's claim is processed and a gift card chosen as the reimbursement method the card is emailed to the address on file within business dayWe have verified the consumer's email address and made several attempts to send another gift card At this time, we are processing a check to be sent to the consumer for reimbursement
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer was misinformed regarding how the process works when a claim is filed We are contacting our sellers to make sure that their sales people are giving proper information regarding deductibles on claims We have worked out a claim so that the consumer does not have to pay a deductibleThis is an option we have and it depends on the repair cost as to whether we will wave the deductible or not
We are sorry for any issues the consumer had with their deviceWith unlocked devices we are generally only able to offer a depot repair or a local repair invoice SquareTrade is not able to replace unlocked devices as our replacement's are tied to a specific carrier We have moved forward to reimburse the consumer for their item price A check is currently being processed to be mailed out to the consumer
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: Like I have statedat the time of the purchase of the warranty Squeartrade had no mention of the deductableI know Squeartrade updated the terns and conditions last year and that is when I started to see a deductiable, but there was no option at the time of purchaseI will pay this deductable because Squeartrade has me in a hostage situation on my laptopI will publicly dispute Squeartrade and tell everyone to not buy a warranty or do any business what so ever with SqueartradeThey have gotten to big headed now amd refuse to help a loyal customer for over years Thank you Revdex.comSincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.As of 4/26/the consumer was sent a reimbursement check in the amount of $in addition to the second check for $19.98.This comes to a total reimbursement of $which is the full purchase price of the consumer's product.Since this has satisfied the consumer we consider this case as coming to a successful conclusion!
According to our records, the reason for the claim denial is due to the receipt provided by the consumer is missing key information required for the warrantyWe have requested that an alternate copy is provided, otherwise, Squaretrade would be unable to provide assistance SquareTrade's Term & Conditions state, "YOUR RESPONSIBILITIES: Provide Us with a complete copy of proof of purchaseYou can send Us a digital copy through www.squaretrade.com and We can store it for You, or You can provide such proof of purchase at time You make a claim Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location." Furthermore, our records indicate that the consumer contacted us on 4/25/and requested to cancel the warrantyWe have since provided a full refund of the warranty cost via checkMoving forward, we would be unable to provide assistance in connection with this warranty
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ We are sorry the consumer delays in the shipment of their device. Due to errors on our part and the unavailability of the model the consumer wanted we were unable to fulfill their request overnight as advertised. There was also incorrect... information the customer received because of lack of training with the specialists. This has been addressed. For that reason we refunded the deductible the consumer paid and warranty price the consumer paid. We did escalate this and the consumer did receive a purchased phone just outside of the 5 days the consumer was told. We have addressed these delay issues. Although delays occur it is not our intention to have these delays happen. SquareTrade is not in the business of giving our customers the "runaround" or take advantage of them. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for any inconvenience experienced with this claim We have reached out to the consumer to offer an alternative resolution, and to further discuss the situationWe appreciate the consumer's patience while we work to resolve his issue
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ We apologize that the consumer had issues with their device We can not guarantee the availability of our inventory at a particular timeIn this case the exact model was not available to the consumer To resolve, the consumer took their device to an authorized local dealer to be repairedAs a courtesy we also refunded the consumer's deductible
We are sorry that the consumer had issues filing their claim.We are sorry that the representative misspoke and told the consumer to bring it back to the store to repairSince this item is only months old the consumer is still covered within the manufacturer's warrantyWe do recommend that the consumer gets in contact with the manufacturer to discuss repair options as it will not affects their warranty amountWhen the consumer does file a claim during the extended warranty time period we will cover the expenses of parts and labor or a replacement up to the coverage amountOnce again we apologize for the wrong information given
Complaint: [redacted] I am rejecting this response because: There was no miscommunication, it was simply deceptive business practices by SquareTradeThey requested photos and I sent them to them within minutes They then denied my claim saying the exterior of my TV showed physical damage It clearly did not They offered me a refund of $the amount my policy cost in order to not honor the warranty and have me go away Unless I persisted over several phone calls and several hours, I would never have gotten them to acknowledge the TV had no physical damage and had in fact caught fire, and as verified by [redacted] the manufacturer, it would be covered under their manufacturers warranty if it was still under warranty Only then did SquareTrade approve the claim and agree to send out a technician SquareTrade confirmed parts were ordered and should be received by me overnight and they set up a repair appointment for Friday, January 19, At approximately 1:45pm today (1/18/18) I received an email from SquareTrade saying the parts had in fact not been shipped and that they were going to have to reschedule my repair appointment A few minutes later I received another email saying the parts had just been ordered and I should receive them within 2-business days and when received I would need to call to schedule a new appointment for the repair So as per their response to the Revdex.com inquiry, there is no appointment for 1/19/ At this point I have not received the parts, the TV has not been repaired, and I do not have a scheduled appointment So, based on the above, NO, I do not accept the response by SquareTrade Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceAfter looking into the account we requested a copy of the receipt of purchase from the consumer The consumer was informed that their item is still under manufacturer's warranty and was referred for service At this point in time the consumer would need to contact the manufacture for a resolutionAccording to their warranty contract "The 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."
We are sorry for any issues the consumer had with their device. After looking into the account the consumer is covered under our family plan. In order to qualify for family plan coverage the consumer would need to "already have a smartphone/ [redacted] covered by SquareTrade, then all the... phones that are on the same account as the covered phone can be added onto our coverage – regardless of when the other phones were bought, or their prior insurance." The consumer met the necessary requirements upon purchase of the warranty. The account has been updated to reflect the valid warranty and we have reached out to the consumer to finish the claim process and resolve the consumers issue.
We apologize for any inconvenience that the consumer might have experienced during this process As of today 2/12/the claim for this consumer has been resolved for a full reimbursement for the cost of her deviceThis has brought this matter to a successful conclusion for the consumer
We apologize for any inconvenience that the consumer might have experienced during this process Here at Square Trade we try to assist our customer's in any way we canIn reference to the consumer's item in particular there have been several issues dating back since The last issue was one where the consumer stated that the item does not focus correctly and becomes blurry at times We have just recently as 3/30/advised the customer to send the device back to us so that we can attempt to fix the issue the customer is stating he has One of the issues we had is with duplicating this problem with our technicians as the item passes all diagnostics tests and no signs of any problem arise In a effort to make the consumer whole we have even offered to have him send his item in to the manufacturer and we will pay for the repairsIn addition to answer the consumer's question he would not have to pay for shipping to and from the manufacturer as this is covered by our warranty We have tried to assist the customer in every way we have availableFirst we tried having our techs fix the issue, next we advised the customer to bring it to a local repair shop or even send it to the manufacturer for repairThe consumer feels that none of these options are acceptable when in fact these are all reasonable resolutions to this matter In reference to the customer's box, our technicians discard them on a daily basis specifically if they believe that repackaging the item in that box can cause the unit further damage We are not able to retrieve the box as it was thrown out and our company even went to the extent of offering the consumer compensation for his box so that he may purchase a new one In conclusion the consumer has one final claim that he filed on 3/30/and I sincerely advise that he take advantage of it as we our bound to find the consumer a satisfactory closure through it! This claim will be open for no longer than days after which time the warranty is fully concluded and no additional assistance will be made available
Initial Business Response / [redacted] (4000, 8, 2015/07/01) */ We are sorry the consumer's device failed Our guarantee states the device will be repaired in less than days or your plan is free and we will refund the warrant price, not the price of the deviceWe have refunded the warranty price to the consumer In this case the unit was deemed beyond economic repair and we paid the consumer the price paid for the device as well Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) also as of X-X-XXXX square trade not only gave me the total price of the laptop,they have also sent me a check for for the price I paid for the warrantyI am very satisfied and will buy their warranty service again
We apologize for the delay. Since we show the check being sent on [redacted] and the consumer has still not received it. We will be sure to reconfirm all contact information and have a new check sent out as soon as possible.
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device The consumer did not purchase accidental damage from handling for the devicePer the Terms & Conditions Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spillsThe consumer's warranty has been cancelled and refunded in full Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called them before I purchase the issurance,otherwise I wouldn't buy it Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2015/12/24) */ Our records indicate the consumer's warranty contract does not include Accidental Damage from HandlingIf the consumer believes it was purchased and can provide documentation we'd be [redacted] to reinstate his claimCurrently the warranty has been cancelled and the consumer has been issued a full refund Final Consumer Response / [redacted] (4200, 11, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the full refund,I wouldn't buy the insurance if they do not cover the phone drop and damage.that waste my money
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We are sorry the consumer had an issue with receiving their reimbursement The claim was not processed properly when it was first filedWe were able to process the claim correctly and have the payment sent out to a Paypal account on July 31, however the payment was denied by PaypalWe are in the process of getting a check sent to the consumer As per our Terms and Conditions we do not reimburse consumers for personal time taken to resolve issuesWhat we will do in this case is make an exceptions and offer a one-time reimbursement for the price paid for the warranty SquareTrade's intent is not to delay payments to our consumersIn this case the system had an error and did not process the payment We have emailed the consumer to let them know what we intend to do Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)