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]
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 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
Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ We apologize that the consumer had issues with their device The consumer's plan expired on 8/24/& prior to the expiration date no additional issues were reportedAs a one time exception we are allowing the consumer to file a claim to have the device locally repaired and we will reimburse for the repair The consumer has been contacted and informed of the resolution for his case Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before moving on with the response, the record needs to be corrected with regards to the erroneous reply aboveWhile the plan may have expired on 8-24, the replacement phone comes with it's own day warranty, which would have gone beyond 8- I have been contacted by a representative about this 'exception'However, I have tried going to a few local shops and that is where we are encountering difficultiesThe issue with the power button sticking MIGHT be fixed by replacing parts, but the phone crashing when playing sound is a problem with the main unit - the phone itselfIt would have to be replaced, which is not a service done by a local shopThe two shops I asked for an estimate both said thisThe Squaretrade representative asked for me to provide documentation to this effectHowever, I am having difficulty convincing a local business to take time out of their day to provide an analysis and formal letter to a third-party for freeThey looked at it and gave me their assessmentI am currently trying to get time off of work (again, at a loss of my workhours) to try a different shop about min from where I live and will update their representative So this is where we are stuckI have entertained the representative's request to go to different repair shops, but the problems with this unit can only be partially repairedHowever, I did not purchase insurance to receive a partially functional replacementWhere do we go from here? Final Business Response / [redacted] (4000, 15, 2015/11/11) */ The consumer has been contacted and we are currently awaiting documentation to move forward Final Consumer Response / [redacted] (4200, 17, 2015/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business was unable to make contact with local repair shopAttempting to reach a different shop, but many are reluctant to give me a work order or written documentation unless I am having the repairs done that day
Per our Terms & Agreements the consumer is responsible for purchase the correct SquareTrade Protection Plan for the Product based on condition, price or purchase locationSince this is an invalid warranty we are unable to provide any warranty service and will be canceling and refunding the warranty
1) We apologize for any inconvenience that the consumer might have experienced during this process We can understand that this is a frustrating situation for our consumer's to encounter and this is part of the reason we offered the consumer a refund of his warranty purchase price To be clear we do not cover accidental damages of any kind on TV setsIn the consumers specific issue there are various reasons why it has been determined that the problem was due to physical damage To begin any pressure points on a TV screen in the form of semi or whole black circles are indicative of physical damageThe reason for this is that they do not occur naturally but instead are prompted by some type of physical contact to the TV set This can be done by pressing on the plastic piece in front of the display which then bends this piece and thus presses on the panel ultimately causing the distortionAnother way this can happen is by bumping into the frame where it becomes warped again causing it to press into the panel ultimately causing a distortion The fact that the customer has vertical lines on the screen also show that the issue again stems from physical damage At some point the consumer's TV was physically impacted and it could have been in a way that the consumer might not have even noticed or thought it trivialWhat we must keep in mind is that these TV's are very sensitive and are not built to the specifications of other items such as laptops and cell phones that can withstand impacts of considerable pressure to the screen In the end we love to help our consumer's as many of them can attest to but unfortunately in this case we cannot due to the evidence
We apologize for any inconvenience that the consumer might have experienced during this process The consumer was sent a email on 2/5/confirming that their receipt was received and that there warranty is valid!
Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ We apologize for the issue the consumer experienced with their devicePer the Terms & Conditions, the SquareTrade warranty does protect against accidental damage from handling including spills, drops and liquid damageDamage due to a fire is not included but we would like to do everything we can to assist the consumer during this difficult timeWe are requesting the consumer send a documentation in order to move forward with a resolution Complaint Response Date bumped because: Holiday
We have reached out to the consumer and agreed to resolution both parties agreed to be satisfactoryWe appreciate the consumer's patience while we worked to resolve this
Complaint: [redacted] I am rejecting this response because:Square Trade called on [redacted] , the person refused to give her name, just left a message to call and anyone will assist meI called the company and the automated service was awful, I could not get to a customer service repI waited until after work and I called around, 6:00pm, and I was transferred twiceFinally I spoke with a rep Tyrique, he told me that he could not help me, and he did not know why I received a callI explained the situation to him about the [redacted] He informed me that I had to leave a contact number; which I did, I gave my name and my cell phone number and my work numberNo reply as of todays dateNot happy with this companySincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I provided them with the requested information on January 3, This is the identifying info I sent: indicative of the problem that my son is experiencing 1.The computer was purchased on [redacted] under the name of [redacted] 2.The order was placed on July 21, on [redacted] The order number for the warranty on [redacted] is [redacted] It was for three years This is the information that was given to Square Trade to locate the account on January 3, They should be able to use this to find itIt is what we used on [redacted] yo locate the order since no documentation was sent by Square Trade I want the full amount that was paid if they cannot locate the warranty or honor it Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it still does not meet the Terms of their agreementThey are speaking out both sides of their mouthThey say that the damage was due to handlingHowever, they tell you that they aren't responsible for "damage resulting from any cause other than use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual," That is what a carrying handle is used forWhat was I supposed to do? Carry the vaccuum in a way that is not supposed to be done? They say wear and tear does not cover partsWhat does wear and tear cover? What is there left if "parts" are not covered? Squaretrade is making extremely weak arguments and failing to abide by their own Terms of the warranty, claiming that I should not have been using a carrying handle when trying to move the vaccuum, which would have then violated their other Terms saying that I need to abide by the specifications in the owner's manual The other item they say they cover are defects in materials and workmanshipWhat is a broken piece such as a carry handle? Sure seems like a defect in the material used to construct the handle to me Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ We are sorry the consumer had issues with their device The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed We are now processing the reimbursement and the consumer should get it by July We have contacted the consumer so they will know when to expect the payment Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) No refund check as of todayWas promised an overnight check and still nothingSame typical response as I have been getting the whole time to resolve this issue Next step is to seek legal counsel for breach of contract and theft as they are withholding my money Final Business Response / [redacted] (4000, 11, 2015/08/12) */ We are sorry the consumer experienced delays in receiving their reimbursement The request for over-night shipping of the payment was placed on Thurs 8/but not processed until 8/We are addressing the internal issues that caused that delayWe tracked the shipping of the payment and it was delivered on 8/ Final Consumer Response / [redacted] (2000, 13, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Check has been receivedThank you
We are sorry for any confusion experienced during the claim process Squaretrade makes every attempt to be transparent to our consumers by providing the warranty contract information not only via email after purchase but also on our website We detail the "Limit of Liability" in the service contract as, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan." Since the cost of the chair was reimbursed, this has completed the warranty coverage
Initial Business Response / [redacted] (4000, 8, 2015/11/12) */ We are sorry the consumer experienced issues with their device The consumer purchased the protection plan three months after the purchase of the itemPer the policy on the SquareTrade purchase page, "Coverage only available for new major appliances bought in the past days" Based on the policy we will not be able to cover his itemHe has been refunded $for the full warranty price including tax Initial Consumer Rebuttal / [redacted] (4200, 10, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept because when I purchased the warranty SquareTrade requested I provide a receipt which I did and they were fully aware I was past the day period but still confirmed everything was in orderAlso the full purchase price is $including taxes and I still have not received my refund till this day
We apologize for any inconvenience that the consumer might have experienced during this process As of today 2/9/the consumer has responded back to us to confirm her agreement to a final resolution which has already been set in motionAt this point the consumer is satisfied and the problem is resolved
We are sorry for any issue the consumer experienced with their device SquareTrade requires its consumers provide a copy of the purchase receipt in order to complete a claimThe consumer's claim was pending a copy of this receipt which caused a delay in the claim processWe have since received all necessary documentation and proceeded with the reimbursement of the consumer's device
We are sorry for any confusion experienced during the claim processThe cause for the initial unrepaired claim and the charge on the credit card is due to the "Find My [redacted] " being active on the consumer's deviceAs it turns out, this was not turned off during the repair, our depot was unable to work on the device and returned itIt also remained active when the consumer sent in the device for replacementSquareTrade's policy regarding "Unrecovered Equipment" states, if a device arrives at our depot with active anti-theft software,( [redacted] anti-theft software, Find my [redacted] ) then a $ [redacted] fee is placed on the consumer's credit cardWe verified that it was disabled on [redacted] and the fee was refunded that same dayMoving forward, there will be no further charges nor compensation in connection with this claim
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]
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 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
Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ We apologize that the consumer had issues with their device The consumer's plan expired on 8/24/& prior to the expiration date no additional issues were reportedAs a one time exception we are allowing the consumer to file a claim to have the device locally repaired and we will reimburse for the repair The consumer has been contacted and informed of the resolution for his case Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before moving on with the response, the record needs to be corrected with regards to the erroneous reply aboveWhile the plan may have expired on 8-24, the replacement phone comes with it's own day warranty, which would have gone beyond 8- I have been contacted by a representative about this 'exception'However, I have tried going to a few local shops and that is where we are encountering difficultiesThe issue with the power button sticking MIGHT be fixed by replacing parts, but the phone crashing when playing sound is a problem with the main unit - the phone itselfIt would have to be replaced, which is not a service done by a local shopThe two shops I asked for an estimate both said thisThe Squaretrade representative asked for me to provide documentation to this effectHowever, I am having difficulty convincing a local business to take time out of their day to provide an analysis and formal letter to a third-party for freeThey looked at it and gave me their assessmentI am currently trying to get time off of work (again, at a loss of my workhours) to try a different shop about min from where I live and will update their representative So this is where we are stuckI have entertained the representative's request to go to different repair shops, but the problems with this unit can only be partially repairedHowever, I did not purchase insurance to receive a partially functional replacementWhere do we go from here? Final Business Response / [redacted] (4000, 15, 2015/11/11) */ The consumer has been contacted and we are currently awaiting documentation to move forward Final Consumer Response / [redacted] (4200, 17, 2015/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business was unable to make contact with local repair shopAttempting to reach a different shop, but many are reluctant to give me a work order or written documentation unless I am having the repairs done that day
Complaint [redacted] I am rejecting this response because: No message writtenSincerely, [redacted] ***
Per our Terms & Agreements the consumer is responsible for purchase the correct SquareTrade Protection Plan for the Product based on condition, price or purchase locationSince this is an invalid warranty we are unable to provide any warranty service and will be canceling and refunding the warranty
1) We apologize for any inconvenience that the consumer might have experienced during this process We can understand that this is a frustrating situation for our consumer's to encounter and this is part of the reason we offered the consumer a refund of his warranty purchase price To be clear we do not cover accidental damages of any kind on TV setsIn the consumers specific issue there are various reasons why it has been determined that the problem was due to physical damage To begin any pressure points on a TV screen in the form of semi or whole black circles are indicative of physical damageThe reason for this is that they do not occur naturally but instead are prompted by some type of physical contact to the TV set This can be done by pressing on the plastic piece in front of the display which then bends this piece and thus presses on the panel ultimately causing the distortionAnother way this can happen is by bumping into the frame where it becomes warped again causing it to press into the panel ultimately causing a distortion The fact that the customer has vertical lines on the screen also show that the issue again stems from physical damage At some point the consumer's TV was physically impacted and it could have been in a way that the consumer might not have even noticed or thought it trivialWhat we must keep in mind is that these TV's are very sensitive and are not built to the specifications of other items such as laptops and cell phones that can withstand impacts of considerable pressure to the screen In the end we love to help our consumer's as many of them can attest to but unfortunately in this case we cannot due to the evidence
We apologize for any inconvenience that the consumer might have experienced during this process The consumer was sent a email on 2/5/confirming that their receipt was received and that there warranty is valid!
Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ We apologize for the issue the consumer experienced with their devicePer the Terms & Conditions, the SquareTrade warranty does protect against accidental damage from handling including spills, drops and liquid damageDamage due to a fire is not included but we would like to do everything we can to assist the consumer during this difficult timeWe are requesting the consumer send a documentation in order to move forward with a resolution Complaint Response Date bumped because: Holiday
We have reached out to the consumer and agreed to resolution both parties agreed to be satisfactoryWe appreciate the consumer's patience while we worked to resolve this
Complaint: [redacted] I am rejecting this response because:Square Trade called on [redacted] , the person refused to give her name, just left a message to call and anyone will assist meI called the company and the automated service was awful, I could not get to a customer service repI waited until after work and I called around, 6:00pm, and I was transferred twiceFinally I spoke with a rep Tyrique, he told me that he could not help me, and he did not know why I received a callI explained the situation to him about the [redacted] He informed me that I had to leave a contact number; which I did, I gave my name and my cell phone number and my work numberNo reply as of todays dateNot happy with this companySincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I provided them with the requested information on January 3, This is the identifying info I sent: indicative of the problem that my son is experiencing 1.The computer was purchased on [redacted] under the name of [redacted] 2.The order was placed on July 21, on [redacted] The order number for the warranty on [redacted] is [redacted] It was for three years This is the information that was given to Square Trade to locate the account on January 3, They should be able to use this to find itIt is what we used on [redacted] yo locate the order since no documentation was sent by Square Trade I want the full amount that was paid if they cannot locate the warranty or honor it Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it still does not meet the Terms of their agreementThey are speaking out both sides of their mouthThey say that the damage was due to handlingHowever, they tell you that they aren't responsible for "damage resulting from any cause other than use and operation of the product in accordance with the manufacturer’s specifications and owner’s manual," That is what a carrying handle is used forWhat was I supposed to do? Carry the vaccuum in a way that is not supposed to be done? They say wear and tear does not cover partsWhat does wear and tear cover? What is there left if "parts" are not covered? Squaretrade is making extremely weak arguments and failing to abide by their own Terms of the warranty, claiming that I should not have been using a carrying handle when trying to move the vaccuum, which would have then violated their other Terms saying that I need to abide by the specifications in the owner's manual The other item they say they cover are defects in materials and workmanshipWhat is a broken piece such as a carry handle? Sure seems like a defect in the material used to construct the handle to me Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ We are sorry the consumer had issues with their device The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed We are now processing the reimbursement and the consumer should get it by July We have contacted the consumer so they will know when to expect the payment Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) No refund check as of todayWas promised an overnight check and still nothingSame typical response as I have been getting the whole time to resolve this issue Next step is to seek legal counsel for breach of contract and theft as they are withholding my money Final Business Response / [redacted] (4000, 11, 2015/08/12) */ We are sorry the consumer experienced delays in receiving their reimbursement The request for over-night shipping of the payment was placed on Thurs 8/but not processed until 8/We are addressing the internal issues that caused that delayWe tracked the shipping of the payment and it was delivered on 8/ Final Consumer Response / [redacted] (2000, 13, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Check has been receivedThank you
We are sorry for any confusion experienced during the claim process Squaretrade makes every attempt to be transparent to our consumers by providing the warranty contract information not only via email after purchase but also on our website We detail the "Limit of Liability" in the service contract as, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan." Since the cost of the chair was reimbursed, this has completed the warranty coverage
Initial Business Response / [redacted] (4000, 8, 2015/11/12) */ We are sorry the consumer experienced issues with their device The consumer purchased the protection plan three months after the purchase of the itemPer the policy on the SquareTrade purchase page, "Coverage only available for new major appliances bought in the past days" Based on the policy we will not be able to cover his itemHe has been refunded $for the full warranty price including tax Initial Consumer Rebuttal / [redacted] (4200, 10, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept because when I purchased the warranty SquareTrade requested I provide a receipt which I did and they were fully aware I was past the day period but still confirmed everything was in orderAlso the full purchase price is $including taxes and I still have not received my refund till this day
We apologize for any inconvenience that the consumer might have experienced during this process As of today 2/9/the consumer has responded back to us to confirm her agreement to a final resolution which has already been set in motionAt this point the consumer is satisfied and the problem is resolved
We are sorry for any issue the consumer experienced with their device SquareTrade requires its consumers provide a copy of the purchase receipt in order to complete a claimThe consumer's claim was pending a copy of this receipt which caused a delay in the claim processWe have since received all necessary documentation and proceeded with the reimbursement of the consumer's device
We are sorry for any confusion experienced during the claim processThe cause for the initial unrepaired claim and the charge on the credit card is due to the "Find My [redacted] " being active on the consumer's deviceAs it turns out, this was not turned off during the repair, our depot was unable to work on the device and returned itIt also remained active when the consumer sent in the device for replacementSquareTrade's policy regarding "Unrecovered Equipment" states, if a device arrives at our depot with active anti-theft software,( [redacted] anti-theft software, Find my [redacted] ) then a $ [redacted] fee is placed on the consumer's credit cardWe verified that it was disabled on [redacted] and the fee was refunded that same dayMoving forward, there will be no further charges nor compensation in connection with this claim