We are sorry for any issues the consumer had with their device. SquareTrade's warranty contract allows for the item price to be reimbursed. We do not reimburse for tax as we do not recieve the tax when a consumers item is purchased. At this point in time, we have completed our... obligation to the consumer according to our terms and conditions.
After reviewing the consumer's warranty there seem to be a few discrepanciesWe show that receipt was provided, but the date of the device and warranty purchase have a 4-month differenceWe also show that the device was purchased directly from the manufacturer and the warranty from an alternate resellerDirectly from the warranty listing on the reseller's website is specifically states, "Squaretrade protection plans are only valid for new products purchased at Amazon within the last days."We have attached a copy of this verbiage from the warranty postingDue to these discrepancies, we are unable to process a claim and would be required to cancel the warranty and provide a refund of the purchase price
We apologize for any inconvenience that the consumer might have experienced during this process As of today 04/05/the consumer has been in contact with our resolution team and was promised to be refunded the diagnostic fee and was approved for a repair of his item The consumer is currently in talks with the department mentioned above about finding a resolution to the issues with his device Any and all issues the consumer has will be appropriately addressed via those channels! We do intend on finding a meaningful and successful resolution to the consumer's issues!
We are sorry for any issues the consumer experienced with their device According to our records, we show a claim was filed and approved for an In-Home repair on 6/5/**We apologize for any confusion around the claim process but when there is an intermittent issue is occurring, we attempt to troubleshoot anytime it occursAs this claim is currently being completed and parts have been ordered we hope the consumer's concern has been addressed
We apologize for any inconvenience that the consumer might have experienced during this process As of today 03/12/the consumer has been contacted and a favorable resolution has been reached for the consumer as they are being reimbursed for the entire cost of their unit!
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We are sorry the consumer has not received their payment We processed the check so that it would to be delivered overnightWe discovered the PO Box we had on file was incorrectWe have corrected the addressWe are confirming the address before we attempt to send the check again
We apologize for any inconvenience that the consumer might have experienced during this process As of yesterday 2/2/we have reached out to the consumer both via e-mail and voicemail to offer the customer a sound resolution to this matterAt this moment we are awaiting the customer's response so that we can speak in person and assist her with this matter
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We are sorry the consumer did not have their device repaired to their satisfaction After a failed repair our policy allows for us to attempt a 2nd repairIn this case however, due to the poor service the consumer experienced, we will make a one-time exception and pay the consumer out the price of the itemA refund of the warranty would not be part of the payout However, in this case, we see that the repair did take more than the guarantee day repair time, as noted in the brochureFor that reason we will also refund the cost of the warranty The total that the consumer shows as what she paid for the computer includes sales tax (which is not covered under our Terms and Conditions), the device and the warrantyWe are going to reimburse the consumer the cost of the item and the cost of the warranty
We apologize for any inconvenience that the consumer might have experienced during this process The consumer called in on 8/31/to file a claimDuring the phone call the consumer was informed that in order to proceed with the claim a valid proof of purchase would need to be submittedThe customer was also advised to call us back once the proof of purchase was submitted so that we could continue to assist them with the claim The consumer did not call back to follow up with us until 2/7/2018, almost year and a half after the claim was filedThe claims that are submitted have a day life until the claim is automatically closedAlso the proof of purchase that was uploaded was invalid as it was not itemized In conclusion this claim is close to a year and a half old and both the claim and warranty have expired since thenAt this juncture we unfortunately are not able to assist the consumer
We are sorry for any issues the consumer had with their device.According to the consumer's service agreement the waiting period "is the amount of time, varying from zero (0) to thirty (30) days, between the Protection Plan purchase date and the Coverage Start Date, during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." The protection plan the consumer purchased for their device had a one day waiting period When the consumer filed their claim online they selected the issue start date to be the same date as the purchase of the warranty, which subsequently led to the claim denial With the consumer indicating this was an accidental error in filing the claim we have made an exception and reimbursed the consumer
We apologize if the consumer is dissatisfied with their most recent replacement offer Whenever we provide a replacement television offer the consumer has the option of reaching out to our television department to further discuss the current offer and to vet any concernsSince we provided the consumer an alternative replacement offer we have yet to receive a reply either via the email or phone, and the most recent Revdex.com response does not contain enough details or information for us to proceedAt this juncture we would request the consumer directly contacts us for further assistance
We are sorry for any issue the consumer experienced with their device According to our records, the delay with the consumer's reimbursement is due to the pending receipt of a legal affidavit requested by Squaretrade from the consumerAt this time the affidavit has been sent to consumer timesOnce the affidavit has been signed and returned, Squaretrade will be able to fully reimburse the consumer for the items costIn regards to the other canceled warranty, we show that the DVR unit's warranty was purchased incorrectlyThe unit was described to us as New, when in fact, the unit was used, thus making the warranty coverage invalid
We apologize for any inconvenience the consumer may have experienced with our claims process Since this complaint was filed we have provided the consumer an alternative resolutionThe details of this resolution was sent to the consumer on 01/05/2018, we hope this result proves to be satisfactory and appreciate his patience while this was investigated
We apologize for any confusion regarding the warranty purchase.After reviewing the consumer's account, we do not show any confirmation emails or a copy of emails relating to any promotions have been receivedAccording to the contract associated with all of the consumer's warranties explicitly state that the proof of purchase is required before a claim or any assistance can be providedUnfortunately, until the receipts are provided or the email detailing the promotion is presented, we are unable to assist
According to our records, the consumer's television set was replaced [redacted] ***SquareTrade provided the consumer a brand new [redacted] TV with a 1-year manufacturer's warrantySince the manufacturer will provide coverage for this unit until [redacted] ***, we have directed the consumer thereThe consumer is still covered by our protection plan until [redacted] We have advised that if the manufacturer is unable to assist, then Squaretrade can step in and provide support
Hello, I wanted to follow up on the response from Square trade and actually add more detailI received an email from Square trade saying that my check was sent out [redacted] but when I called I was informed it was not actually sent out until [redacted] Since my laptop arrived at their facility on [redacted] and the check was not issued out until [redacted] it does in fact violate their guarantee to refund the money of my warranty if it is not sent within business daysThat was business daysAlso, today is [redacted] and I still have not received the check for my laptopThey received my damaged laptop over a month ago and will not send me my check for the replacement costI have called at least times without any solution providedI am getting really frustrated and feel like I have no powerPlease helpThanks, [redacted]
Complaint: [redacted] I am rejecting this response because: If I was not incorrectly advised by Squaretrade, I would have signed up for a new warranty in [redacted] when I got my new phone, in which case I would have a valid warranty through [redacted] ***As a result of Square Trade's misinformation, my phone is now not insurable since it is more than days past the purchase datePlease offer a warranty on my phone through [redacted] ***I am willing to pay for the serviceOtherwise, please see my previous request Sincerely, [redacted] ***
SquareTrade apologizes for the delays in the consumer receiving reimbursementIt seems there was some technical issue with our email system corresponding with the consumers'Currently, we have resent the gift card payment directly from our accounting team and this will resolve the issueWe appreciate the time and patients the consumer has shown
When the consumer reached out to us in March of last year to determine why his claim was on hold, we explained at that time that the receipt was not on file and this was required to move forward. We understand the consumer feels a different issue to be the cause of the delay, and we apologize for any miscommunication. Once the proof of purchase was provided in December, the claim was approved after a brief verification process. Though we understand the consumer is frustrated with the delay, we would have no alternative resolutions at this time beyond the mail in repair the consumer is already approved for. Being that we have offered and a claim and are currently awaiting to receive the device so we can repair it, we are meeting our obligations beneath this plan.
We are sorry for any issues the consumer had with their device. SquareTrade's warranty contract allows for the item price to be reimbursed. We do not reimburse for tax as we do not recieve the tax when a consumers item is purchased. At this point in time, we have completed our... obligation to the consumer according to our terms and conditions.
After reviewing the consumer's warranty there seem to be a few discrepanciesWe show that receipt was provided, but the date of the device and warranty purchase have a 4-month differenceWe also show that the device was purchased directly from the manufacturer and the warranty from an alternate resellerDirectly from the warranty listing on the reseller's website is specifically states, "Squaretrade protection plans are only valid for new products purchased at Amazon within the last days."We have attached a copy of this verbiage from the warranty postingDue to these discrepancies, we are unable to process a claim and would be required to cancel the warranty and provide a refund of the purchase price
We apologize for any inconvenience that the consumer might have experienced during this process As of today 04/05/the consumer has been in contact with our resolution team and was promised to be refunded the diagnostic fee and was approved for a repair of his item The consumer is currently in talks with the department mentioned above about finding a resolution to the issues with his device Any and all issues the consumer has will be appropriately addressed via those channels! We do intend on finding a meaningful and successful resolution to the consumer's issues!
We are sorry for any issues the consumer experienced with their device According to our records, we show a claim was filed and approved for an In-Home repair on 6/5/**We apologize for any confusion around the claim process but when there is an intermittent issue is occurring, we attempt to troubleshoot anytime it occursAs this claim is currently being completed and parts have been ordered we hope the consumer's concern has been addressed
We apologize for any inconvenience that the consumer might have experienced during this process As of today 03/12/the consumer has been contacted and a favorable resolution has been reached for the consumer as they are being reimbursed for the entire cost of their unit!
Final Consumer Response / [redacted] (2000, 5, 2015/08/05) */ SquareTrade contacted me to resolve the issue
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We are sorry the consumer has not received their payment We processed the check so that it would to be delivered overnightWe discovered the PO Box we had on file was incorrectWe have corrected the addressWe are confirming the address before we attempt to send the check again
We apologize for any inconvenience that the consumer might have experienced during this process As of yesterday 2/2/we have reached out to the consumer both via e-mail and voicemail to offer the customer a sound resolution to this matterAt this moment we are awaiting the customer's response so that we can speak in person and assist her with this matter
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We are sorry the consumer did not have their device repaired to their satisfaction After a failed repair our policy allows for us to attempt a 2nd repairIn this case however, due to the poor service the consumer experienced, we will make a one-time exception and pay the consumer out the price of the itemA refund of the warranty would not be part of the payout However, in this case, we see that the repair did take more than the guarantee day repair time, as noted in the brochureFor that reason we will also refund the cost of the warranty The total that the consumer shows as what she paid for the computer includes sales tax (which is not covered under our Terms and Conditions), the device and the warrantyWe are going to reimburse the consumer the cost of the item and the cost of the warranty
We apologize for any inconvenience that the consumer might have experienced during this process The consumer called in on 8/31/to file a claimDuring the phone call the consumer was informed that in order to proceed with the claim a valid proof of purchase would need to be submittedThe customer was also advised to call us back once the proof of purchase was submitted so that we could continue to assist them with the claim The consumer did not call back to follow up with us until 2/7/2018, almost year and a half after the claim was filedThe claims that are submitted have a day life until the claim is automatically closedAlso the proof of purchase that was uploaded was invalid as it was not itemized In conclusion this claim is close to a year and a half old and both the claim and warranty have expired since thenAt this juncture we unfortunately are not able to assist the consumer
We are sorry for any issues the consumer had with their device.According to the consumer's service agreement the waiting period "is the amount of time, varying from zero (0) to thirty (30) days, between the Protection Plan purchase date and the Coverage Start Date, during which if any issues occur, they are considered pre-existing conditions and render the item ineligible for coverage under this Protection Plan." The protection plan the consumer purchased for their device had a one day waiting period When the consumer filed their claim online they selected the issue start date to be the same date as the purchase of the warranty, which subsequently led to the claim denial With the consumer indicating this was an accidental error in filing the claim we have made an exception and reimbursed the consumer
We apologize if the consumer is dissatisfied with their most recent replacement offer Whenever we provide a replacement television offer the consumer has the option of reaching out to our television department to further discuss the current offer and to vet any concernsSince we provided the consumer an alternative replacement offer we have yet to receive a reply either via the email or phone, and the most recent Revdex.com response does not contain enough details or information for us to proceedAt this juncture we would request the consumer directly contacts us for further assistance
We are sorry for any issue the consumer experienced with their device According to our records, the delay with the consumer's reimbursement is due to the pending receipt of a legal affidavit requested by Squaretrade from the consumerAt this time the affidavit has been sent to consumer timesOnce the affidavit has been signed and returned, Squaretrade will be able to fully reimburse the consumer for the items costIn regards to the other canceled warranty, we show that the DVR unit's warranty was purchased incorrectlyThe unit was described to us as New, when in fact, the unit was used, thus making the warranty coverage invalid
We apologize for any inconvenience the consumer may have experienced with our claims process Since this complaint was filed we have provided the consumer an alternative resolutionThe details of this resolution was sent to the consumer on 01/05/2018, we hope this result proves to be satisfactory and appreciate his patience while this was investigated
We apologize for any confusion regarding the warranty purchase.After reviewing the consumer's account, we do not show any confirmation emails or a copy of emails relating to any promotions have been receivedAccording to the contract associated with all of the consumer's warranties explicitly state that the proof of purchase is required before a claim or any assistance can be providedUnfortunately, until the receipts are provided or the email detailing the promotion is presented, we are unable to assist
According to our records, the consumer's television set was replaced [redacted] ***SquareTrade provided the consumer a brand new [redacted] TV with a 1-year manufacturer's warrantySince the manufacturer will provide coverage for this unit until [redacted] ***, we have directed the consumer thereThe consumer is still covered by our protection plan until [redacted] We have advised that if the manufacturer is unable to assist, then Squaretrade can step in and provide support
Hello, I wanted to follow up on the response from Square trade and actually add more detailI received an email from Square trade saying that my check was sent out [redacted] but when I called I was informed it was not actually sent out until [redacted] Since my laptop arrived at their facility on [redacted] and the check was not issued out until [redacted] it does in fact violate their guarantee to refund the money of my warranty if it is not sent within business daysThat was business daysAlso, today is [redacted] and I still have not received the check for my laptopThey received my damaged laptop over a month ago and will not send me my check for the replacement costI have called at least times without any solution providedI am getting really frustrated and feel like I have no powerPlease helpThanks, [redacted]
Complaint: [redacted] I am rejecting this response because: If I was not incorrectly advised by Squaretrade, I would have signed up for a new warranty in [redacted] when I got my new phone, in which case I would have a valid warranty through [redacted] ***As a result of Square Trade's misinformation, my phone is now not insurable since it is more than days past the purchase datePlease offer a warranty on my phone through [redacted] ***I am willing to pay for the serviceOtherwise, please see my previous request Sincerely, [redacted] ***
SquareTrade apologizes for the delays in the consumer receiving reimbursementIt seems there was some technical issue with our email system corresponding with the consumers'Currently, we have resent the gift card payment directly from our accounting team and this will resolve the issueWe appreciate the time and patients the consumer has shown
When the consumer reached out to us in March of last year to determine why his claim was on hold, we explained at that time that the receipt was not on file and this was required to move forward. We understand the consumer feels a different issue to be the cause of the delay, and we apologize for any miscommunication. Once the proof of purchase was provided in December, the claim was approved after a brief verification process. Though we understand the consumer is frustrated with the delay, we would have no alternative resolutions at this time beyond the mail in repair the consumer is already approved for. Being that we have offered and a claim and are currently awaiting to receive the device so we can repair it, we are meeting our obligations beneath this plan.