Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We are sorry the consumer had an issue with their phone As there is a crack on the screen a technician would not be able to ascertain if the issue was caused by an accidentIn any case there was an accident as is evident by the crack and the warranty does not cover accidents We are sorry but based on our Terms and Conditions for this warranty we would not be able to take a claimSince the warranty was not of any use to the consumer we refunded the warranty price to them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response but I want this information available to other consumers so this problem does not happen to them Final Business Response / [redacted] (4000, 9, 2015/08/12) */ Unfortunately there is nothing we can do about repairing a phone that has damage if the warranty does not have accident coverage as in this case The information showing what the warranty covers is in the warranty summary and the Terms and Conditions of the warranty Final Consumer Response / [redacted] (4200, 11, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact remains that they sold Me a warranty on a phone that had a damaged screen, and the phone worked fine for several months obviously the cracked screen did not affect the functionAt this point I just want this information available to other consumers
We are sorry for any issues the consumer experienced with their device Looking in to the customer's account , their claim was approved for payoutA check was processed, mailed out, and returned due to an underliverable addressWe have sent another check on 6/7/[redacted] to the updated address you provided
We are sorry for any issues the consumer had with their deviceWe have reached out and spoke with the customer to process a claim for their device Currently, we are awaiting receipt of the device to our repair facility
Complaint: [redacted] I am rejecting this response because: I understand that SquareTrade chose to replace the product instead of providing a refund, however I am very unhappy with the quality of customer service I receivedI am also u happy with the quality of the product that they sent me as the product has clearly been usedFor the money that I have paid for the warranty, I would have expected to receive a new [redacted] rather than one that was refurbishedVery disappointed that SquareTrade has not provided any help in resolving my dissatisfaction with their serviceI still feel that I should be reimbursed instead of receiving a used [redacted] and have some sort of inconvenience refund for my warranty costs Sincerely, [redacted]
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
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 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!
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] ***
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
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: 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]
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
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
We are sorry for any confusion experienced during the claim process We show that the delay was due to pending purchase documentationIn order to allow for a repair to be completed, we require all proof of purchase information submitted beforehandA manager has spoken to the consumer and collected the necessary documentation to proceed with the claimA reimbursement check has been processed on [redacted] and is en route if not already received by the consumer
We apologize to the consumer for the issues with repair.The consumer has been in contact with one of our Resolution SpecialistThey have reached out to the consumer to discuss resolution options
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 the consumer experienced issues with the unitPer our Terms and Conditions as outlined in section "What is not covered" Consumer replaceable or consumable batteries unless Battery Coverage has been offered and purchased at the time of sale with Your Protection Plan.The stylus pen is viewed to be consumer replaceable and therefore not covered
Initial Business Response / [redacted] (1000, 8, 2015/11/12) */ We apologize for the issue the consumer experienced It has been confirmed that the laptop has been returned and is currently in working conditionFor the inconvenience she experienced we refunded the consumer for the purchase price of the warranty Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Was given apology by SquareTradeThey are looking into lack of communication from their end to meFull warranty price refund is being returned to me and warranty still in effect
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We are sorry the consumer had an issue with their phone As there is a crack on the screen a technician would not be able to ascertain if the issue was caused by an accidentIn any case there was an accident as is evident by the crack and the warranty does not cover accidents We are sorry but based on our Terms and Conditions for this warranty we would not be able to take a claimSince the warranty was not of any use to the consumer we refunded the warranty price to them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response but I want this information available to other consumers so this problem does not happen to them Final Business Response / [redacted] (4000, 9, 2015/08/12) */ Unfortunately there is nothing we can do about repairing a phone that has damage if the warranty does not have accident coverage as in this case The information showing what the warranty covers is in the warranty summary and the Terms and Conditions of the warranty Final Consumer Response / [redacted] (4200, 11, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact remains that they sold Me a warranty on a phone that had a damaged screen, and the phone worked fine for several months obviously the cracked screen did not affect the functionAt this point I just want this information available to other consumers
We are sorry for any issues the consumer experienced with their device Looking in to the customer's account , their claim was approved for payoutA check was processed, mailed out, and returned due to an underliverable addressWe have sent another check on 6/7/[redacted] to the updated address you provided
We are sorry for any issues the consumer had with their deviceWe have reached out and spoke with the customer to process a claim for their device Currently, we are awaiting receipt of the device to our repair facility
Complaint: [redacted] I am rejecting this response because: I understand that SquareTrade chose to replace the product instead of providing a refund, however I am very unhappy with the quality of customer service I receivedI am also u happy with the quality of the product that they sent me as the product has clearly been usedFor the money that I have paid for the warranty, I would have expected to receive a new [redacted] rather than one that was refurbishedVery disappointed that SquareTrade has not provided any help in resolving my dissatisfaction with their serviceI still feel that I should be reimbursed instead of receiving a used [redacted] and have some sort of inconvenience refund for my warranty costs Sincerely, [redacted]
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
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 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!
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] ***
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
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: 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]
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
Complaint [redacted] I am rejecting this response because: No message writtenSincerely, [redacted] ***
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
We are sorry for any confusion experienced during the claim process We show that the delay was due to pending purchase documentationIn order to allow for a repair to be completed, we require all proof of purchase information submitted beforehandA manager has spoken to the consumer and collected the necessary documentation to proceed with the claimA reimbursement check has been processed on [redacted] and is en route if not already received by the consumer
We apologize to the consumer for the issues with repair.The consumer has been in contact with one of our Resolution SpecialistThey have reached out to the consumer to discuss resolution options
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 the consumer experienced issues with the unitPer our Terms and Conditions as outlined in section "What is not covered" Consumer replaceable or consumable batteries unless Battery Coverage has been offered and purchased at the time of sale with Your Protection Plan.The stylus pen is viewed to be consumer replaceable and therefore not covered
Initial Business Response / [redacted] (1000, 8, 2015/11/12) */ We apologize for the issue the consumer experienced It has been confirmed that the laptop has been returned and is currently in working conditionFor the inconvenience she experienced we refunded the consumer for the purchase price of the warranty Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Was given apology by SquareTradeThey are looking into lack of communication from their end to meFull warranty price refund is being returned to me and warranty still in effect