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
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
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
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
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 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 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
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
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
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 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 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 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
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]
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]
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 meThey gave me my money back and canceled my planI would not recommend this company to anybody.at least I got some of my money back.Sincerely, [redacted]
We are sorry for any issues the consumer experienced with their deviceAccording to our records, we have since received the proof of purchase required to file a claim as of 6/3/**We show that a claim was filed and processed for reimbursement 6/7/**All checks are processed via [redacted] and can take 7-days to arriveWe hope that the consumer's concerns were addressed and appreciate having this brought to our attention
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
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
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
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
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
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
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 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 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
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
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]
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 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 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 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
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]
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]
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 meThey gave me my money back and canceled my planI would not recommend this company to anybody.at least I got some of my money back.Sincerely, [redacted]
We are sorry for any issues the consumer experienced with their deviceAccording to our records, we have since received the proof of purchase required to file a claim as of 6/3/**We show that a claim was filed and processed for reimbursement 6/7/**All checks are processed via [redacted] and can take 7-days to arriveWe hope that the consumer's concerns were addressed and appreciate having this brought to our attention
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
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