Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer had issues with getting their device fixed We cannot explain why the box did not get shipped properlyAccording to the tracking numbers three boxes were shipped and receivedWe cannot tell where they were received and these shipments do not require a signature The day repair guarantee is the period of time the device is at the repair shop and is being repairedThat would not apply in this case as the devices were never shipped We worked out a solution where the consumer will be able to take the device and have it repaired locallyThe consumer has sent an invoice and we have processed the payment We have emailed the consumer to make them aware of how we are resolving this claim
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.)
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
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.
Complaint: [redacted] I am rejecting this response because: Obviously, if it was clearly stated I missed itEbay offered the Squaretrade warranty as wellI only went to Amazon because I wanted a longer warranty My issue is I paid six months ago, I sent you the receipt(from EBay) as requested and Squaretrade never informed me that my warranty was invalidHow would I know that I did something wrong, if I followed all your steps and you accepted my money If you would have told me then, I could have purchased through ebay or other third party warrantiesSincerely, [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 contingent on the company following through with actionThe reason I submitted my complaint in the first place is because I was promised the exact same resolution but never received my checkI would appreciate your guidance on how to proceed if they again fail to live up to their commitmentsTo note, the original response from the business was received by Revdex.com days ago, and I still have not received the refund check Sincerely, [redacted] ***
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account, I've confirmed that a "new" item warranty was purchased However, the consumer has a refurbished product, and the warranty purchased is invalidThe consumer needed to purchase a "refurbished" item warranty within days of purchasing their refurbished device
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ We are sorry the consumer had issues with their device We also apologize for the incorrect information our Specialists relayed to the consumerOur systems have problems when trying to refund for warranties that are part of a monthly purchase planHowever this does not mean that the consumer will not get the funds that they are entitled to The web page does clearly state, "For mobile phones, in two days or less." This entitles the consumer to the refund on their warranty priceWhat we have to refund as a minimum the amount the consumer has paid to this point, not just one month We have contacted the consumer and are refunding what they paid up to this point for the warranty and refunding the deductible they paid as well Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company went above and beyond to reconcile my issuesRefunding the amount I have spent on my protection plan seems fair to me, and them refunding my deductible for this claim was beyond what they are bound to do I understand that my experience was not typical, and I will continue to be a Squaretrade customer
We are sorry for any issues the consumer had with their device When a consumers TV is deemed to have a non repairable issue SquareTrade moves forward with a replacement Before the consumer is sent out a replacement TV they receive an email providing the model and specifications of the replacement TV The consumer is required to reply back to this email accepting the replacement offerWe have made an exception to have the consumers TV replaced with an alternate model
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. Sincerely, [redacted] ***
We apologize to the consumer for any inconvenience we may have cause.The consumer has reached out by one of our resolution specialist, they approved for the consumer to be reimbursedThe consumer should be receiving a check for the purchase price of the device within the next 7-Business Days
We are sorry for any delays experienced during the claim process We appreciate how diligent the consumer has been trying to resolve this matterAccording to our system, we made attempts to get a copy of the receipt but it appears we did not received those copies in our databaseOur system can have difficulty receiving files depending on the size and the senders domainWe have since received a copy on [redacted] and the check has been processed as of [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ We are sorry the consumer had issues with their device As is stated in our Terms and Conditions, "What Isn't Covered" "Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills." The warranty was sold to the consumer by a retailer and we have no control over what features are included in the warrantyIn this case the accidental damage was not included in the warranty Because of the seller did not give the consumer a clear explanation of what is covered we offered the consumer options: 1) Full refund of the warranty price - This would complete the warranty, no further claims can be make or 2) A one-time repair of the laptop - The warranty would continue but not cover any accidents in the future as the warranty does not have that coverage We have contacted the consumer and are waiting their response Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 17, 2015/10/22) */ The consumer's tax reimbursement check was processed & delivered today Final Consumer Response / [redacted] (2000, 19, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: The contract was breach of their warranty agreementThey lied about information in the service agreementThey were dishonest, and scammed me into asking me about my addressI did not agree to a lessor value televisionThey shipped me a television that was lessor value, and lessor qualityThe service agreement stated, I would receive "no like" television or receive full paymentOnce again, Squaretrade ripped me off and other consumersI deserve to be treated with respect, and not ripped off by this companyI have a letter / service agreement from QVC, and also SquareTrade warranty service agreementI will fax contract and service agreementAs soon as possibleI want the SAME VALUE as my TV, in the contract it states "NO LIKE" TVSincerely, [redacted]
We apologize if there was any miscommunication regarding this consumer's claim When the claim was first filed we requested pictures of the item, as well as information from the item manufacturer in order to determine if the consumer's issue was covered beneath his policyOnce we received the required documentation the claim was approved, and we have arranged the customer's appointment for repair as of yesterday (1/16/18)
We apologize for any inconvenience that the consumer might have experienced during this processAs of 04/05/we spoke with the consumer and advised them that we would be sending out a new check the following week by 04/09/As of 04/09/at 11:55AM I do see that an accounting form was created on 04/05/for a new check to be drawn and sent out to the consumerPlease allow 7-business days from 04/09/for the check to arrive!
Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ We apologize for the issue the consumer experienced with their devicePer the Terms & Conditions, 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 warrantyThe consumer's claim has been approved for repairDue to the consumer's experience the warranty has been refunded Complaint Response Date bumped because: Holiday
We are sorry for any delays experienced during the claim process The claim looks to have been delayed due to the availability of partsWe acknowledged the length of repair was far beyond what was detailed or stated in our service agreement and as a result, we have processed the consumers claim for full reimbursementWe will also be refunding the warranties cost to the consumer for their patients in this matterThe items reimbursement was processed on [redacted] and the warranty cost will be processed as of [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's device was beyond economical repair so we offered to payout the consumer for their devicePer our Terms & Conditions "depending on the product and failure circumstances, at Our discretion, we will either:repair your product, or; provide a cash settlement or a gift card reflecting the replacement cost of a new product of equal features and functionality up to the coverage amount, or; replace your product with a product of like, kind, quality and functionalityThe consumer requested a replacement device instead and we provided a replacement Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive a replacement phone eventually, days later than promised and a different model than what I submittedThe company tried to pay me significantly less than the cost of the phone and they never indicated they had the option of not replacing the phone except in fine print in the original contractAll their emails promised great customer service, overnight return and none of that occurredTheir failure to acknowledge the multiple errors is disingenuousI was told by one person they wouldn't repair it because it was an obsolete modelI was told by another they wouldn't replace it because it was too new of a modelNo one knew what model phone I sent in! Final Business Response / [redacted] (4000, 9, 2016/02/16) */ We apologize for any discrepancies the consumer experiencedWe have pulled all the calls between the consumer & claim specialists for review to ensure any training issues are addressed
We are sorry the consumer had issues with their device.When a device is purchased under a certain re-seller the warranties that are available are the only ones that the re-seller can offer for that deviceThe warranty that was purchased is not a warranty for the device typeThe product purchased was a certified refurbished item and was paired with a new item condition warrantyAs per our Terms and Conditions we cannot honor the warranty as it does not cover the device the consumer purchased A reimbursement check has been processed for the warranty cost
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer had issues with getting their device fixed We cannot explain why the box did not get shipped properlyAccording to the tracking numbers three boxes were shipped and receivedWe cannot tell where they were received and these shipments do not require a signature The day repair guarantee is the period of time the device is at the repair shop and is being repairedThat would not apply in this case as the devices were never shipped We worked out a solution where the consumer will be able to take the device and have it repaired locallyThe consumer has sent an invoice and we have processed the payment We have emailed the consumer to make them aware of how we are resolving this claim
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.)
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
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.
Complaint: [redacted] I am rejecting this response because: Obviously, if it was clearly stated I missed itEbay offered the Squaretrade warranty as wellI only went to Amazon because I wanted a longer warranty My issue is I paid six months ago, I sent you the receipt(from EBay) as requested and Squaretrade never informed me that my warranty was invalidHow would I know that I did something wrong, if I followed all your steps and you accepted my money If you would have told me then, I could have purchased through ebay or other third party warrantiesSincerely, [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 contingent on the company following through with actionThe reason I submitted my complaint in the first place is because I was promised the exact same resolution but never received my checkI would appreciate your guidance on how to proceed if they again fail to live up to their commitmentsTo note, the original response from the business was received by Revdex.com days ago, and I still have not received the refund check Sincerely, [redacted] ***
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account, I've confirmed that a "new" item warranty was purchased However, the consumer has a refurbished product, and the warranty purchased is invalidThe consumer needed to purchase a "refurbished" item warranty within days of purchasing their refurbished device
Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ We are sorry the consumer had issues with their device We also apologize for the incorrect information our Specialists relayed to the consumerOur systems have problems when trying to refund for warranties that are part of a monthly purchase planHowever this does not mean that the consumer will not get the funds that they are entitled to The web page does clearly state, "For mobile phones, in two days or less." This entitles the consumer to the refund on their warranty priceWhat we have to refund as a minimum the amount the consumer has paid to this point, not just one month We have contacted the consumer and are refunding what they paid up to this point for the warranty and refunding the deductible they paid as well Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company went above and beyond to reconcile my issuesRefunding the amount I have spent on my protection plan seems fair to me, and them refunding my deductible for this claim was beyond what they are bound to do I understand that my experience was not typical, and I will continue to be a Squaretrade customer
We are sorry for any issues the consumer had with their device When a consumers TV is deemed to have a non repairable issue SquareTrade moves forward with a replacement Before the consumer is sent out a replacement TV they receive an email providing the model and specifications of the replacement TV The consumer is required to reply back to this email accepting the replacement offerWe have made an exception to have the consumers TV replaced with an alternate model
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. Sincerely, [redacted] ***
We apologize to the consumer for any inconvenience we may have cause.The consumer has reached out by one of our resolution specialist, they approved for the consumer to be reimbursedThe consumer should be receiving a check for the purchase price of the device within the next 7-Business Days
We are sorry for any delays experienced during the claim process We appreciate how diligent the consumer has been trying to resolve this matterAccording to our system, we made attempts to get a copy of the receipt but it appears we did not received those copies in our databaseOur system can have difficulty receiving files depending on the size and the senders domainWe have since received a copy on [redacted] and the check has been processed as of [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ We are sorry the consumer had issues with their device As is stated in our Terms and Conditions, "What Isn't Covered" "Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills." The warranty was sold to the consumer by a retailer and we have no control over what features are included in the warrantyIn this case the accidental damage was not included in the warranty Because of the seller did not give the consumer a clear explanation of what is covered we offered the consumer options: 1) Full refund of the warranty price - This would complete the warranty, no further claims can be make or 2) A one-time repair of the laptop - The warranty would continue but not cover any accidents in the future as the warranty does not have that coverage We have contacted the consumer and are waiting their response Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 17, 2015/10/22) */ The consumer's tax reimbursement check was processed & delivered today Final Consumer Response / [redacted] (2000, 19, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted] I am rejecting this response because: The contract was breach of their warranty agreementThey lied about information in the service agreementThey were dishonest, and scammed me into asking me about my addressI did not agree to a lessor value televisionThey shipped me a television that was lessor value, and lessor qualityThe service agreement stated, I would receive "no like" television or receive full paymentOnce again, Squaretrade ripped me off and other consumersI deserve to be treated with respect, and not ripped off by this companyI have a letter / service agreement from QVC, and also SquareTrade warranty service agreementI will fax contract and service agreementAs soon as possibleI want the SAME VALUE as my TV, in the contract it states "NO LIKE" TVSincerely, [redacted]
We apologize if there was any miscommunication regarding this consumer's claim When the claim was first filed we requested pictures of the item, as well as information from the item manufacturer in order to determine if the consumer's issue was covered beneath his policyOnce we received the required documentation the claim was approved, and we have arranged the customer's appointment for repair as of yesterday (1/16/18)
We apologize for any inconvenience that the consumer might have experienced during this processAs of 04/05/we spoke with the consumer and advised them that we would be sending out a new check the following week by 04/09/As of 04/09/at 11:55AM I do see that an accounting form was created on 04/05/for a new check to be drawn and sent out to the consumerPlease allow 7-business days from 04/09/for the check to arrive!
Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ We apologize for the issue the consumer experienced with their devicePer the Terms & Conditions, 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 warrantyThe consumer's claim has been approved for repairDue to the consumer's experience the warranty has been refunded Complaint Response Date bumped because: Holiday
We are sorry for any delays experienced during the claim process The claim looks to have been delayed due to the availability of partsWe acknowledged the length of repair was far beyond what was detailed or stated in our service agreement and as a result, we have processed the consumers claim for full reimbursementWe will also be refunding the warranties cost to the consumer for their patients in this matterThe items reimbursement was processed on [redacted] and the warranty cost will be processed as of [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's device was beyond economical repair so we offered to payout the consumer for their devicePer our Terms & Conditions "depending on the product and failure circumstances, at Our discretion, we will either:repair your product, or; provide a cash settlement or a gift card reflecting the replacement cost of a new product of equal features and functionality up to the coverage amount, or; replace your product with a product of like, kind, quality and functionalityThe consumer requested a replacement device instead and we provided a replacement Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive a replacement phone eventually, days later than promised and a different model than what I submittedThe company tried to pay me significantly less than the cost of the phone and they never indicated they had the option of not replacing the phone except in fine print in the original contractAll their emails promised great customer service, overnight return and none of that occurredTheir failure to acknowledge the multiple errors is disingenuousI was told by one person they wouldn't repair it because it was an obsolete modelI was told by another they wouldn't replace it because it was too new of a modelNo one knew what model phone I sent in! Final Business Response / [redacted] (4000, 9, 2016/02/16) */ We apologize for any discrepancies the consumer experiencedWe have pulled all the calls between the consumer & claim specialists for review to ensure any training issues are addressed
We are sorry the consumer had issues with their device.When a device is purchased under a certain re-seller the warranties that are available are the only ones that the re-seller can offer for that deviceThe warranty that was purchased is not a warranty for the device typeThe product purchased was a certified refurbished item and was paired with a new item condition warrantyAs per our Terms and Conditions we cannot honor the warranty as it does not cover the device the consumer purchased A reimbursement check has been processed for the warranty cost