We are sorry for any delays experienced during the claim process.Squaretrade offers the 5-day service guarantee as a courtesy to our consumersMoreover, we promise that if the repair takes longer than days, you will be refunded your warranty purchase priceAccording to the consumers and our records, we have offered this multiple times throughout the repair processDue to the increased repair time needed for this device, as of [redacted] , we have processed full reimbursement of the consumer's itemWe appreciate the consumers time and patients with this matter
Complaint: [redacted] I am rejecting this response because: The warranty is suppose malfunction or any thing that happens to the TV after the warrantyIt clearly a defect within the TV itself.Sincerely, [redacted]
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
Complaint: [redacted] I am rejecting this response because: Even though this company resolution department has gotten in touch with me. I do not trust one word they say to me until I receive my laptop fixed and returned to the correct address. This company was not willing to work with me until I got in touch with B.B.B. And until this case is resolved in its complete satisfaction. I do not trust company to state that this case has been rectified. They have lied to me and was dishonest for 6 weeks. I will not be satisfied until my laptop is returned to me, and repaired correctly. Sincerely,Shawn [redacted]
Complaint: [redacted] I am rejecting this response because: The thing is which is a scam on your company, because the box that the TV came in isn the TV that belong in the box and its not the same model number on the TV so what type of company sends a TV with different model numbers.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have not received anything from this business via email, mail, or any other method.Sincerely, [redacted] ***
We are sorry for any confusion experienced from the warranty purchase According to our records, the warranty purchased on [redacted] had a cap of $***Unfortunately, submitting the receipt does not mean that Squaretrade is checking that the purchase price matches the warranty capPer our service contract, it is the consumer's duty to "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location."The reason for this is because a consumer is allowed to purchase whichever coverage amount they would likeSquaretrade is only required to cover the device for either the purchase price of the product or the price cap of the warranty, whichever is lowerUnfortunately, since the warranty was purchased well over days ago there is no way to resell the coverage amounts
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ We are sorry the consumer had issues with their device We we try to diagnose issues with the consumer to see if we can resolve them and get the correct parts on order so that the repair can take place much quickerThe consumer did not feel comfortable enough to try the diagnosis so we processed the claimOur brochure does state that we will provide service within hours, if available There was an issue with trying to get our repair person to arrange for a service callIn the time of that delay the consumer purchased a replacement TV We have agreed to pay the consumer what they paid for the replacement TV because of the bad service they had with usWe are in contact with the consumer to ensure the payment is made
We are sorry for any issues the consumer had with their deviceWhen the consumer purchased the item from the re-seller it appears the warranty category was listed as a TV After the claim was filed on the device our TV technician determined the item was not a TV SquareTrade's computer depots looked into the claim and determined they would not be able to service the itemSince the item can not be repaired we will be reimbursing the item cost to the consumer
We are sorry for any issues the consumer has experienced with their deviceAfter looking into the consumer's account it appears there was a delay confirming the consumers manufacture warranty end dateThe Industry standard for manufactures warranties is a year In the consumers case their item was only warrantied through the manufacture for days We requested for documentation to show proof of the manufacture coverage term After receiving the documentation there was a delay in getting an override approval The claim has been approved and we will be reaching out to the consumer to finish the resolution process
We are sorry for any issue the consumer experienced with their device Since the consumer is still having issues with their device, we have approved a claim for an alternate resolution optionWe have emailed the consumer regarding the next steps and we will be waiving any deductible for the new claimWe appreciate the consumer's patience in resolving this matter and we look forward to providing a fully functioning device as soon as possible
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their device We offer warranties with Accidental Damage from Handling and Standard warranties with no ADHOur records indicate the consumer purchased the warranty from a reseller with no ADH We are requesting the consumer respond with a copy of the receipt confirming the purchase of Accidental Damage from Handling warranty
We are sorry for any issues the consumer experienced with their deviceAccording to our records, our technicians inspected the unit and due to the warranty not covering accidental damage, the claim was deniedWhen our depots receive units with physical damage, they are required to take photos of the damage, they do not proceed with any repairs or inspections on the device until we review the casePer our instructions, our depot repackaged the device and shipped it back to the consumer as receivedWe do apologize for any confusion regarding the coverage provided with the planThe pictures have been emailed to the consumer as well as the details noted by our repair depotUnfortunately, we are unable to provide assistance in connection with this warranty or device
We are sorry the consumer is having issues with their device.After reviewing the warranty we show that the shredder does have a year warranty provided by the manufacturerOur consumer contract states "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..."That being said we did make an exception for the consumer and have resolved this concern by providing reimbursement for the product
We are sorry for any issue the consumer experienced with their device Generally, the price paid for the item (discounted or not) is the price we base the protection plan onWe are sure to note in our terms and conditions, " The value of your Protection Plan is in most cases equal to the purchase price of your item."We also state under, "HOW WE WILL SERVICE YOUR ITEM", we will, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount."According to our records, we have spoken to the consumer and offered the full amount for the item as an exception
Complaint: [redacted] I am rejecting this response because: The device is an OUTDOOR Camera, Manufactured to be mounted OUTDOORS permanentlyNothing leaked into or was spilled in itThe device failed because of a defect in manufacturing or reason beyond the end user's controlI do not see how an OUTDOOR camera that fails under environmental working conditions and through no act of god or anything the end user didI desire binding arbitration under terms of both the warranty and the Revdex.com procedures Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I bought two set of headphone $ [redacted] eachThey have record and i'm providing you with a copy.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ We are sorry the consumer had issues with their device When a warranty is purchased from a reseller the warranties purchased can only be used for devices purchased through that reseller We are in contact with the consumer and were able to explain the process and work with them to purchase the correct warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to discuss my issue with a special department/person within the customer service of squaretradeThey were very professional and reasonable and offered solutions unlike my two previous discussion with customer service department My issue has been resolved Thank you [redacted]
We are sorry for any issues the consumer had with their device.SquareTrade is an extended warranty company as it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty The SquareTrade warranty coverage begins after the manufacturer's has ended In the event there is a mechanical or electrical failure the manufacture will not cover, SquareTrade may step in to assist, only after documentation has been provided showing manufacturers denial of coverageCurrently, the consumer's device is still under the manufacturer's warranty and would need to contact them to have their device repaired
We are sorry for any delays experienced during the claim process.Squaretrade offers the 5-day service guarantee as a courtesy to our consumersMoreover, we promise that if the repair takes longer than days, you will be refunded your warranty purchase priceAccording to the consumers and our records, we have offered this multiple times throughout the repair processDue to the increased repair time needed for this device, as of [redacted] , we have processed full reimbursement of the consumer's itemWe appreciate the consumers time and patients with this matter
Complaint: [redacted] I am rejecting this response because: The warranty is suppose malfunction or any thing that happens to the TV after the warrantyIt clearly a defect within the TV itself.Sincerely, [redacted]
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
Complaint: [redacted] I am rejecting this response because: Even though this company resolution department has gotten in touch with me. I do not trust one word they say to me until I receive my laptop fixed and returned to the correct address. This company was not willing to work with me until I got in touch with B.B.B. And until this case is resolved in its complete satisfaction. I do not trust company to state that this case has been rectified. They have lied to me and was dishonest for 6 weeks. I will not be satisfied until my laptop is returned to me, and repaired correctly. Sincerely,Shawn [redacted]
Complaint: [redacted] I am rejecting this response because: The thing is which is a scam on your company, because the box that the TV came in isn the TV that belong in the box and its not the same model number on the TV so what type of company sends a TV with different model numbers.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have not received anything from this business via email, mail, or any other method.Sincerely, [redacted] ***
We are sorry for any confusion experienced from the warranty purchase According to our records, the warranty purchased on [redacted] had a cap of $***Unfortunately, submitting the receipt does not mean that Squaretrade is checking that the purchase price matches the warranty capPer our service contract, it is the consumer's duty to "Purchase the correct SquareTrade Protection Plan for Your Product based on condition, price or purchase location."The reason for this is because a consumer is allowed to purchase whichever coverage amount they would likeSquaretrade is only required to cover the device for either the purchase price of the product or the price cap of the warranty, whichever is lowerUnfortunately, since the warranty was purchased well over days ago there is no way to resell the coverage amounts
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ We are sorry the consumer had issues with their device We we try to diagnose issues with the consumer to see if we can resolve them and get the correct parts on order so that the repair can take place much quickerThe consumer did not feel comfortable enough to try the diagnosis so we processed the claimOur brochure does state that we will provide service within hours, if available There was an issue with trying to get our repair person to arrange for a service callIn the time of that delay the consumer purchased a replacement TV We have agreed to pay the consumer what they paid for the replacement TV because of the bad service they had with usWe are in contact with the consumer to ensure the payment is made
We are sorry for any issues the consumer had with their deviceWhen the consumer purchased the item from the re-seller it appears the warranty category was listed as a TV After the claim was filed on the device our TV technician determined the item was not a TV SquareTrade's computer depots looked into the claim and determined they would not be able to service the itemSince the item can not be repaired we will be reimbursing the item cost to the consumer
We are sorry for any issues the consumer has experienced with their deviceAfter looking into the consumer's account it appears there was a delay confirming the consumers manufacture warranty end dateThe Industry standard for manufactures warranties is a year In the consumers case their item was only warrantied through the manufacture for days We requested for documentation to show proof of the manufacture coverage term After receiving the documentation there was a delay in getting an override approval The claim has been approved and we will be reaching out to the consumer to finish the resolution process
We are sorry for any issue the consumer experienced with their device Since the consumer is still having issues with their device, we have approved a claim for an alternate resolution optionWe have emailed the consumer regarding the next steps and we will be waiving any deductible for the new claimWe appreciate the consumer's patience in resolving this matter and we look forward to providing a fully functioning device as soon as possible
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their device We offer warranties with Accidental Damage from Handling and Standard warranties with no ADHOur records indicate the consumer purchased the warranty from a reseller with no ADH We are requesting the consumer respond with a copy of the receipt confirming the purchase of Accidental Damage from Handling warranty
We are sorry for any issues the consumer experienced with their deviceAccording to our records, our technicians inspected the unit and due to the warranty not covering accidental damage, the claim was deniedWhen our depots receive units with physical damage, they are required to take photos of the damage, they do not proceed with any repairs or inspections on the device until we review the casePer our instructions, our depot repackaged the device and shipped it back to the consumer as receivedWe do apologize for any confusion regarding the coverage provided with the planThe pictures have been emailed to the consumer as well as the details noted by our repair depotUnfortunately, we are unable to provide assistance in connection with this warranty or device
We are sorry the consumer is having issues with their device.After reviewing the warranty we show that the shredder does have a year warranty provided by the manufacturerOur consumer contract states "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..."That being said we did make an exception for the consumer and have resolved this concern by providing reimbursement for the product
We are sorry for any issue the consumer experienced with their device Generally, the price paid for the item (discounted or not) is the price we base the protection plan onWe are sure to note in our terms and conditions, " The value of your Protection Plan is in most cases equal to the purchase price of your item."We also state under, "HOW WE WILL SERVICE YOUR ITEM", we will, "Provide a cash settlement or a Gift Card reflecting the replacement cost of a new item of equal features and functionality up to the Coverage Amount."According to our records, we have spoken to the consumer and offered the full amount for the item as an exception
Complaint: [redacted] I am rejecting this response because: The device is an OUTDOOR Camera, Manufactured to be mounted OUTDOORS permanentlyNothing leaked into or was spilled in itThe device failed because of a defect in manufacturing or reason beyond the end user's controlI do not see how an OUTDOOR camera that fails under environmental working conditions and through no act of god or anything the end user didI desire binding arbitration under terms of both the warranty and the Revdex.com procedures Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I bought two set of headphone $ [redacted] eachThey have record and i'm providing you with a copy.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ We are sorry the consumer had issues with their device When a warranty is purchased from a reseller the warranties purchased can only be used for devices purchased through that reseller We are in contact with the consumer and were able to explain the process and work with them to purchase the correct warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to discuss my issue with a special department/person within the customer service of squaretradeThey were very professional and reasonable and offered solutions unlike my two previous discussion with customer service department My issue has been resolved Thank you [redacted]
We are sorry for any issues the consumer had with their device.SquareTrade is an extended warranty company as it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty The SquareTrade warranty coverage begins after the manufacturer's has ended In the event there is a mechanical or electrical failure the manufacture will not cover, SquareTrade may step in to assist, only after documentation has been provided showing manufacturers denial of coverageCurrently, the consumer's device is still under the manufacturer's warranty and would need to contact them to have their device repaired