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
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 I will proceed with the return of the tablet that is not working as I have little other recourse I feel that as a long time customer that has had to spend a number of weeks trying to get service but was actively prevented from getting that service from SquareTrade, that just settling this for a $ [redacted] would have been the right thing to do for SquareTrade I will proceed with the return process and hope that I am not waiting another weeks or more for a resolution.Sincerely, [redacted]
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
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
At this time the depot repair method is the only resolution availableThough we understand the consumer would prefer a different resolution Squaretrade's primary intent with claims is to repair the relevant item if it's deemed appropriateIf our technicians determine they are unable to properly resolve the device issues they will move to have the item replaced or to have the consumer reimbursed for the item costWe appreciate the consumer's patience while we work to resolve this issue and will soon follow up with him verifying the repair completion or alternative resolutions
Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ We are sorry the consumer had issues with their account According to our records our system did a full refund of $We also see, based on the transaction numbers with the financial institution that the funds that were credited to the consumer were $shortWe were not given an explanation by the financial institution as to why the full credit was not processedThe credit of $was confirmed with the financial institution We have contacted the customer to have them contact the institutionWe are also processing a payment for the difference in what we should have sent the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I originally purchased this plan with a phone through eBay, after receiving this response I made sure to check my messages; no further communication has been made on their end to either explain why that amount was refunded, nor have they attempted to refund the remainder of my money$- $= $ The "financial institution" is a reloadable prepaid card from Western Union; which since your supposed repayment troubles, have had no trouble being refunded for the entire price of the phone I'd now like to see your receipts, as I'm most certain none of these things were done and is now an issue of principal and being lied to Final Business Response / [redacted] (4000, 9, 2015/09/03) */ We refund a warranty back to the method used to purchase a warrantyThe financial institution used to purchase the warranty was Paypal We also have concluded that the partial payment was made from SquareTrade due to the Terms and Conditions of the warranty, " If You cancel after the first thirty (30) days from purchase of this Protection Plan, You will receive a pro rata refund based on the time remaining on Your Protection Plan." As we stated we have processed the difference in the full amount and pro-rated amount as the warranty was cancelled due to the fact that the warrant was cancelled and never usedAlso because the consumer had issues with Paypal this amount will be refunded by check We did email the consumer the Unique Transaction ID that they can use to find out why they did not receive the full refundWe will not post anything on this response to the rebuttal as it is personal informationWe emailed the consumer at the email address listed on the complaint We will send the consumer the email again
We apologize for any inconvenience that the consumer might have experienced during this process. Seems as though there was a bit of confusion on the part of the consumer as to how this benefit actually works. Per agreement with this specific reseller, consumers must have a... specific membership to get an extra 12 month of coverage after the coverage end date. We will honor the claim during the extra 12 month period regardless of warranty coverage end date (expired warranty). With that said the issue here is that the consumer per our records does not have a qualifying membership with the reseller and therefore the additional year of coverage after the expiration of the policy does not apply in this case. We apologize for the miscommunication with the customer in reference to this feature of our warranties.
We apologize to the consumer that the replacement device had issues.We like to do whatever we can turn the consumers experience aroundWe have reached out to the consumer to discuss the desired resolution as well as gave an option for another claim to repair or replace their device
We are sorry for any issues the consumer had during their reimbursement processWhen the warranty was initially canceled, the warranty cost was refunded back to the re-seller account from which it was purchasedSince the consumer wanted their reimbursement via check we have processed and mailed a check for the warranty cost
We apologize for any inconvenience that the consumer might have experienced during this process We reached out to the consumer today and offered to replace his TV and the consumer graciously accepted the offer The consumer was advised of all timelines i.eordering the replacement T.Vand delivery of said unit Thus this issue has been bought to a successful close!
We are sorry for any issues the consumer had with their deviceSquareTrade always attempts to repair before replacing an item In the event a replacement device is not available SquareTrade reimburses the consumer their full item price concluding their warranty According the to the consumers terms and conditions, "In 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."We are unbale to provide coverage to consumers device at this time due to their warranty being completed
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account, we were able to confirm both devices were sent back in the same package Each device sent to the customer is sent with a prepaid shipping label to ensure the replacement device is connected to the correct claim The consumer was initially refunded for the replacement phone as that was the label the consumer used to return both devices We have processed a reimbursement for the core charge applied to the consumers account
Complaint: [redacted] I am rejecting this response because: It is unrealistic to expect all warranty work and claims to be submitted before expiration of contract If the warranty work was performed during the warranty period there should be a reasonable amount of time allowed after contract expiration (E.Gdays) to file a claim My warranty contract expired on [redacted] ***, warranty work was performed on [redacted] ***, well before expiration of the contract If I would have broken my phone on [redacted] and went in to file a claim on [redacted] I would have been rejected and unable to log into SQUARE TRADE website This is no way to run a business SQUARE TRADE'S policy allows for repair then claim; preferred way is claim then repair No where could I find a mention of a timeline to file a claim if I made the repair prior to filing a claim First attempted contact with SQUARE TRADE was on [redacted] ***, asked for return call, none Second attempt on [redacted] ***, phone call returned I was unable to log into my account is why I called SQUARE TRADE customer service Service representative stated the reason I was unable to log is was due to contract expiration Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ We are sorry the consumer is had problems with their device Upon reviewing the consumer's history we also feel that the device in not repairableWe are paying out the consumer the amount they paid for the unit and have increased the payout because the warranty that was sold to the consumer did not cover the full price of the deviceThis was no fault of the consumer and that is the reason we are covering the full price of the device Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ Hello, I am in the process of resolving this with the companyI will respond again once everything is completly resolved Thank you [redacted] Final Consumer Response / [redacted] (2000, 9, 2015/06/30) */ Ms [redacted] , I received payment on my claim from square trade and this matter is resolved to my satisfaction Thank-You [redacted]
We apologize to the consumer for the confusion.The consumer has reach out to one of our Floor specialist and has approve the claim for reimbursementThe consumers device was sent in and receivedThe consumer will be receiving a check for the amount paid within the next 7-business Days
this was not the case. There was a promotion for gifts that was emailed from. Squareteade. it stated no receipt needed I have emailed squreteade a copy of the email.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ We apologize that the consumer had issues with their device We can not guarantee the availability of our inventory at a particular timeIn this case the exact model was not available to the consumer To resolve this case we made a one time exception and refunded the consumer for the price of the warrantyAs a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer We contacted the customer and he is aware of the solution
As it turns out, the current policy for check redemption is to ensure we have tracking for all payments and we are able to reference them need be, with the recipients banking institutionAs it stands we will be reviewing the benefits of your suggestion but will not currently be implementing any changes, Squaretrade appreciates your feedback and understanding
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
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 I will proceed with the return of the tablet that is not working as I have little other recourse I feel that as a long time customer that has had to spend a number of weeks trying to get service but was actively prevented from getting that service from SquareTrade, that just settling this for a $ [redacted] would have been the right thing to do for SquareTrade I will proceed with the return process and hope that I am not waiting another weeks or more for a resolution.Sincerely, [redacted]
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
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
At this time the depot repair method is the only resolution availableThough we understand the consumer would prefer a different resolution Squaretrade's primary intent with claims is to repair the relevant item if it's deemed appropriateIf our technicians determine they are unable to properly resolve the device issues they will move to have the item replaced or to have the consumer reimbursed for the item costWe appreciate the consumer's patience while we work to resolve this issue and will soon follow up with him verifying the repair completion or alternative resolutions
Revdex.com:That was not what was informed to me I will find the supporting documentation and submit to you all.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ We are sorry the consumer had issues with their account According to our records our system did a full refund of $We also see, based on the transaction numbers with the financial institution that the funds that were credited to the consumer were $shortWe were not given an explanation by the financial institution as to why the full credit was not processedThe credit of $was confirmed with the financial institution We have contacted the customer to have them contact the institutionWe are also processing a payment for the difference in what we should have sent the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I originally purchased this plan with a phone through eBay, after receiving this response I made sure to check my messages; no further communication has been made on their end to either explain why that amount was refunded, nor have they attempted to refund the remainder of my money$- $= $ The "financial institution" is a reloadable prepaid card from Western Union; which since your supposed repayment troubles, have had no trouble being refunded for the entire price of the phone I'd now like to see your receipts, as I'm most certain none of these things were done and is now an issue of principal and being lied to Final Business Response / [redacted] (4000, 9, 2015/09/03) */ We refund a warranty back to the method used to purchase a warrantyThe financial institution used to purchase the warranty was Paypal We also have concluded that the partial payment was made from SquareTrade due to the Terms and Conditions of the warranty, " If You cancel after the first thirty (30) days from purchase of this Protection Plan, You will receive a pro rata refund based on the time remaining on Your Protection Plan." As we stated we have processed the difference in the full amount and pro-rated amount as the warranty was cancelled due to the fact that the warrant was cancelled and never usedAlso because the consumer had issues with Paypal this amount will be refunded by check We did email the consumer the Unique Transaction ID that they can use to find out why they did not receive the full refundWe will not post anything on this response to the rebuttal as it is personal informationWe emailed the consumer at the email address listed on the complaint We will send the consumer the email again
We apologize for any inconvenience that the consumer might have experienced during this process. Seems as though there was a bit of confusion on the part of the consumer as to how this benefit actually works. Per agreement with this specific reseller, consumers must have a... specific membership to get an extra 12 month of coverage after the coverage end date. We will honor the claim during the extra 12 month period regardless of warranty coverage end date (expired warranty). With that said the issue here is that the consumer per our records does not have a qualifying membership with the reseller and therefore the additional year of coverage after the expiration of the policy does not apply in this case. We apologize for the miscommunication with the customer in reference to this feature of our warranties.
We apologize to the consumer that the replacement device had issues.We like to do whatever we can turn the consumers experience aroundWe have reached out to the consumer to discuss the desired resolution as well as gave an option for another claim to repair or replace their device
We are sorry for any issues the consumer had during their reimbursement processWhen the warranty was initially canceled, the warranty cost was refunded back to the re-seller account from which it was purchasedSince the consumer wanted their reimbursement via check we have processed and mailed a check for the warranty cost
We apologize for any inconvenience that the consumer might have experienced during this process We reached out to the consumer today and offered to replace his TV and the consumer graciously accepted the offer The consumer was advised of all timelines i.eordering the replacement T.Vand delivery of said unit Thus this issue has been bought to a successful close!
We are sorry for any issues the consumer had with their deviceSquareTrade always attempts to repair before replacing an item In the event a replacement device is not available SquareTrade reimburses the consumer their full item price concluding their warranty According the to the consumers terms and conditions, "In 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."We are unbale to provide coverage to consumers device at this time due to their warranty being completed
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account, we were able to confirm both devices were sent back in the same package Each device sent to the customer is sent with a prepaid shipping label to ensure the replacement device is connected to the correct claim The consumer was initially refunded for the replacement phone as that was the label the consumer used to return both devices We have processed a reimbursement for the core charge applied to the consumers account
Complaint: [redacted] I am rejecting this response because: It is unrealistic to expect all warranty work and claims to be submitted before expiration of contract If the warranty work was performed during the warranty period there should be a reasonable amount of time allowed after contract expiration (E.Gdays) to file a claim My warranty contract expired on [redacted] ***, warranty work was performed on [redacted] ***, well before expiration of the contract If I would have broken my phone on [redacted] and went in to file a claim on [redacted] I would have been rejected and unable to log into SQUARE TRADE website This is no way to run a business SQUARE TRADE'S policy allows for repair then claim; preferred way is claim then repair No where could I find a mention of a timeline to file a claim if I made the repair prior to filing a claim First attempted contact with SQUARE TRADE was on [redacted] ***, asked for return call, none Second attempt on [redacted] ***, phone call returned I was unable to log into my account is why I called SQUARE TRADE customer service Service representative stated the reason I was unable to log is was due to contract expiration Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ We are sorry the consumer is had problems with their device Upon reviewing the consumer's history we also feel that the device in not repairableWe are paying out the consumer the amount they paid for the unit and have increased the payout because the warranty that was sold to the consumer did not cover the full price of the deviceThis was no fault of the consumer and that is the reason we are covering the full price of the device Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ Hello, I am in the process of resolving this with the companyI will respond again once everything is completly resolved Thank you [redacted] Final Consumer Response / [redacted] (2000, 9, 2015/06/30) */ Ms [redacted] , I received payment on my claim from square trade and this matter is resolved to my satisfaction Thank-You [redacted]
We apologize to the consumer for the confusion.The consumer has reach out to one of our Floor specialist and has approve the claim for reimbursementThe consumers device was sent in and receivedThe consumer will be receiving a check for the amount paid within the next 7-business Days
this was not the case. There was a promotion for gifts that was emailed from. Squareteade. it stated no receipt needed I have emailed squreteade a copy of the email.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ We apologize that the consumer had issues with their device We can not guarantee the availability of our inventory at a particular timeIn this case the exact model was not available to the consumer To resolve this case we made a one time exception and refunded the consumer for the price of the warrantyAs a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer We contacted the customer and he is aware of the solution
As it turns out, the current policy for check redemption is to ensure we have tracking for all payments and we are able to reference them need be, with the recipients banking institutionAs it stands we will be reviewing the benefits of your suggestion but will not currently be implementing any changes, Squaretrade appreciates your feedback and understanding