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
Complaint: [redacted] I am rejecting this response because: I spoke with [redacted] at SquareTrade yesterday (12/8/2018) and he submitted a new claim on my behalf [redacted] that would issue me a rapid reimbursement for the purchase price of the laptop He sent me a shipping label and told me that once the laptop was checked in at FedEx, the process would begin to cut a reimbursement check to me I took the laptop to FedEx this morning (1/9/2018) When I receive the reimbursement check, I will consider this matter resolved.Sincerely,Kenneth***
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]
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ I apologize for the issue the consumer experienced with their device The consumer has been contacted and agreed to the resolution that was offered Complaint Response Date bumped because: Holiday
On April 1, I received an email from [redacted] In his email he indicated that SquareTrade will indeed provide me with a full warranty reimbursement of $1,Attached to the email was a pre-paid shipping label for me to mail their provided Surface back to them.I mailed their Surface back to them on Saturday- April 2, (Fedex Tracking # [redacted] ).I will keep this complaint open with the Revdex.com against SquareTeade until SquareTrade actually issues me the $1,reimbursementAt that time, I will close this complaint
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] ***
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 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, 2015/09/25) */ 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.)
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
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]
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
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 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]
We apologize for any inconvenience that the consumer might have experienced during this process Again we are sorry that the consumer feels this way but as previously mentioned all of the details of the plan are enclosed in the information afforded to the consumer online and via e-mail In a effort to correct this mistake we went ahead and refunded the customer back his warranty cost per his request as he mentionedAt this point there is nothing else we can do beyond this
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
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)
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ We are sorry the consumer had a delay in reimbursement We require a receipt showing that the repair was paid forWe spoke to the consumer and they were able to produce a document that shows there was a repair performed and a payment made Based on that receipt we are going to reimburse the consumer the repair costs of The consumer did produce another receipt that clearly showed the paymentIt was not needed at this point but SquareTrade greatly appreciates this consumer's effort to help us maintain proper documentation
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
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]
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
Complaint: [redacted] I am rejecting this response because: I spoke with [redacted] at SquareTrade yesterday (12/8/2018) and he submitted a new claim on my behalf [redacted] that would issue me a rapid reimbursement for the purchase price of the laptop He sent me a shipping label and told me that once the laptop was checked in at FedEx, the process would begin to cut a reimbursement check to me I took the laptop to FedEx this morning (1/9/2018) When I receive the reimbursement check, I will consider this matter resolved.Sincerely,Kenneth***
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]
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ I apologize for the issue the consumer experienced with their device The consumer has been contacted and agreed to the resolution that was offered Complaint Response Date bumped because: Holiday
On April 1, I received an email from [redacted] In his email he indicated that SquareTrade will indeed provide me with a full warranty reimbursement of $1,Attached to the email was a pre-paid shipping label for me to mail their provided Surface back to them.I mailed their Surface back to them on Saturday- April 2, (Fedex Tracking # [redacted] ).I will keep this complaint open with the Revdex.com against SquareTeade until SquareTrade actually issues me the $1,reimbursementAt that time, I will close this complaint
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] ***
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 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, 2015/09/25) */ 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.)
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
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]
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
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 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]
We apologize for any inconvenience that the consumer might have experienced during this process Again we are sorry that the consumer feels this way but as previously mentioned all of the details of the plan are enclosed in the information afforded to the consumer online and via e-mail In a effort to correct this mistake we went ahead and refunded the customer back his warranty cost per his request as he mentionedAt this point there is nothing else we can do beyond this
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
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)
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ We are sorry the consumer had a delay in reimbursement We require a receipt showing that the repair was paid forWe spoke to the consumer and they were able to produce a document that shows there was a repair performed and a payment made Based on that receipt we are going to reimburse the consumer the repair costs of The consumer did produce another receipt that clearly showed the paymentIt was not needed at this point but SquareTrade greatly appreciates this consumer's effort to help us maintain proper documentation
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
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]