Complaint: [redacted] I am rejecting this response because: this repair had to be done more then three times and they still want to try to fix the iPad Pro and to find out when it came back from repair the iPad was not repaired it had more damage done to it from the repair where the iPad home button was not fix which was the Initial problem but now it s that and my electro magnetic connector that’s not working so I cant use my keyboard Sincerely,Ralphy [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ We are sorry the consumer had an issue with their phone There are times when our inventory does not have the phone in stockWe are in the process of changing our supplier so that we will have more phones availableThe specialist suggested that the consumer take the phone to a local shop to get it repaired to accelerate the repair processThe consumer did not want to resolve the claim in that manner so we proceeded with the exchange The phone is now in transit to the consumerAnticipated delivery is Friday, August Due to the delay in this process we have waved the deductible normally charged
Complaint: [redacted] I am rejecting this response because: days ago, I was contacted by [redacted] regarding this claim via emailHe told me that I should be expecting a payment of [redacted] for the device with an additional payment of [redacted] which amounts to the price that I originally paid for the coverageHe said that the [redacted] refund had already been processed and I should see it in my account within business daysHowever, I have not received this amount at this time because I no longer have the same card I did when originally purchasing this coverageAs such, I need this amount sent to me in check form or via PaypalAdditionally, the device has now been sent in to Squaretrade and I need to have the payment of [redacted] issued to me as soon as possiblePlease get these two amounts to be quickly, this process has taken almost a month from start to this point Sincerely, [redacted] ***
We are sorry for any issues the consumer had with their device Looking into the consumers account I was able to locate the invoice provided by the consumer Since the consumers warranty has expired this issue was escalated to our accounting department as SquareTrade has to process the payout manually.The consumer will be receiving a reimbursement of $ [redacted]
We are sorry for any issues the consumer had with their deviceWhen a claim needs to be filed on a device the consumer can log into their online account or call in to begin filing a claimA claim can not be processed until the consumer starts the claim process by providing device information as well as a problem descriptionThe consumer emailed a description of the issue with their device and received instructions on how to go about to filing a claim online or over the phoneWe are not able to provide a resolution here without first filing a claimWe have reached out to the customer to attempt to file a claim on their deviceAt this point in time we are unable to provide the consumer with a resolution until a claim is filed
We are sorry for any issue the consumer experienced with their device Currently, we show that the laptop is in our possession and is currently being repairedWe do apologize for any delays during the shipment processWe will be refunding the consumer's warranty cost due to these delaysThe laptop is nearing completion at our depot and we will be communicating the steps of the repair and returnWe appreciate the consumer's patience while we resolve this matter
We apologize for the consumers experience and the inconveniences.Records indicate there were systematic issues when processing the claim which resulted in the delay of the consumer receiving the shipping kit to send in the unit for repairsWe have attempted to reach the consumer but were unsuccessfulWe have sent an email with our resolution and will await their email back before proceeding
We're sorry for any confusion the consumer has experienced! Our goal is to replace the original TV with one of comparable specifications and functionalityEvery replacement TV is individually selected by a SquareTrade TV Specialist, based on on specifications of the consumers original TV and research from leading technical publications like the "Consumer Reports" and "***" Prior to sending a replacement TV out to a consumer, the consumer must read over the replacement TV specifications and accept the offerOur records indicate that the consumer accepted the offer and the TV was shipped to the mailing address on fileUnfortunately, once a TV offer is accepted and the consumer receives the replacement (fully functioning), we're unable to exchange the TV (mentioned prior to accepting)
Complaint: [redacted] I am rejecting this response because: Dear [redacted] If the display cannot be returned or exchanged, then you still have not provided me with a product of like, kind, quality, and functionality that you explicitly state you will do regardless of what you say I accepted I know that the display was purchased from Sam’s Club, how much you paid for it, and that an AmEX Card was usedI have had a Sam’s Club membership for many years and they have never refused anything I wanted to return to themSam’s Club, who is partnered with you, even called SquareTrade themselves to see if I could exchange it and SquareTrade still would not let me return it on my own to themI have been cheated out of several hundred dollars because of thisThere is a big difference between a $display and a [redacted] TV, and you have not provided a product up to my coverage amount Your email that you send when the replacement team chooses a replacement is very sinisterYou should include in writing in the email that if you disagree with the replacement item then please respond accordinglyYou do not include this in your email that is sent outI have trusted that you will do what you say in replacing a product of like, kind, quality and functionalityAre you also aware that the "display" you sent does not have a full function remote to control various aspects of the display? I have to use my own tablet or phone to do thisVIZIO cannot legally call their sets TV’s any longer, they are displays because they do not contain an integrated tunerYou could have sought out other brands that have this functionality [redacted] I did not insure a display I would also suggest that the replacement team be better trained to send comparable products to their customers to prevent this in the futureAfter all, that is the business you are in, to replace or fix electronic devices of all types [redacted] if you were in my shoes you would be extremely upset about this situation as wellI have three other protection plans with SquareTrade that I am considering cancelling because of what has transpired with my subpar replacementIf you do not make this right, I will seek other places from here on out to insure my electronic devicesIf you do not provide me with what you state in the contract: Squaretrade will, "replace your product with a product of like, kind, quality and functionality." I will pursue other avenues to get this remedied Thank you MrHardy and I await your prompt response HOW WE WILL SERVICE YOUR PRODUCT: Depending on the Product and failure circumstances, at our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality Sincerely, [redacted]
We apologize to the consumer for the inconvenience.For us to be able to proceed with the reimbursement we would need one of two thingsDocumentation from the store that took the device and dispose of itThe Original phone that is covered
We are sorry for any issues the consumer had with their device According to the consumer's warranty contract, "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 amount of your product." SquareTrade will always attempt another repair on a consumer's device as long there limit of liability does not reflect a negative amount The consumer had two repairs done to their device by SquareTrade's depot The first repair to the consumer's device was for a cracked screen, which was over half of their limit of liability When the consumer's device was sent in for its second repair the unit's processor was replaced With both of these repairs being done the consumer's limit of liability is reflecting a negative amount and has completed the warranty
Complaint: [redacted] I am rejecting this response because: looking at the reviews on Yelp, there are quite a few customers that have had to go through the same incredible amount of effort to obtain a satisfactory response I have been paid so that's good but it took a lot of emails and hours on the phone Something is not right with Square Trade People are really nice on the phone but the resolution of reimbursement is difficult If it was a couple of hundred dollars, I probably would have given up but for [redacted] I was determined I have to wonder if this is a frequent tactic and by the other reviews, it appears it may be Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their device Although the consumer was told the phone was "stolen" it could have been a number of circumstances that would put the phone on a carrier's "blacklist"We do not have access to any carrier's database so we cannot access the information regarding the status of a phoneWe are addressing the issue with our supplier so that we don't have useless phones shipped to our customers We have paid out the consumer so they can purchase a replacement phone We are going to refund the deductible paid for this claim and the price of the warranty as a courtesy for the delays the consumer experienced We have contacted the consumer so they are aware of what we are offering
Please be advised that after Revdex.com closed the complaint the business (Square Trade) called me and apologized for the confusion and offered to send me a check for $819.00, the amount of my claim I accepted their offer and received the check in the mail today Please update your records accordingly
We are sorry for any issues the consumer had with their deviceThe electronic receipt on file only showed the purchase of the warranty In order to process a claim a proof of purchase of the item is also required to verify purchase date and item priceAfter reviewing the consumer's documentation we have determined the warranty to be invalid The consumer didn't not purchase their device from the resell partner in which their warranty was purchased
We are sorry for any issues the consumer had with their deviceWhen a claim is filed on a mobile device we always attempt to repair the device if possible If a device is damaged beyond repair we will attempt to replace the device with a comparable like model In the event a replacement device is not available SquareTrade moves to a reimbursement of the item priceWe have been able to source the consumer a new replacement device
We are sorry for any issue the consumer experienced with their device.Squaretrade requires all consumers to provide proof of purchase for items under warrantyMoreover, the service contract sent to the consumer also states, "You will need a copy of your receipt on file with us before a claim can be processedThe receipt must display the item's purchase date and priceYou can email or fax us a copy of the receipt at any time." According to our records, the consumer had purchased a total of warranties on [redacted] During this time there was no promotion being provided for warranties without receiptsUnfortunately, without the receipts for the items or the promotional email, we would be unable to provide assistance
Unfortunately, this "Defect" is not covered by our warranty nor by the manufacturers', this is why all claims have been denied and the warranty canceledAs previously stated, we are unable to provide assistance with the TV or warranty moving forward
Complaint: [redacted] I am rejecting this response because: After denying my claim numerous times, I was left with no other option that to unwillingly accept their "resolution" of cancelling my policy and taking a refund. I needed the money in order to but yet another [redacted] *, which was another $***. In my profession, I am many times out with Clients in manufacturing warehouses. Many of these locations are in the country, where I get very little service with Straight Talk or anyone else. The Nexus is about the cheapest phone I could find that meets all the requirements I have to perform my job - picture, service, etc. So now they are offering to possibly honor the warranty??? Why didn't they tell me that last week before I spent MORE money on ANOTHER phone. They are a joke. The only way that I would even consider this complaint to be satisfied is if they actually honor the very first claim and actually do what they offered when I signed up- fix my phone, or refund me what it cost me to replace it. I did absolutely nothing wrong here. As mentioned, I actually spoke to one of their own reps when I called to purchase the policy, and nothing was ever said about me not buying the policy thru [redacted] . All they wanted was my billing information. I have already contacted the CBS Radio station where I heard their commercial to let them know what kind of business they have on their station. They were very interested. Square Trade in nothing but a scam. And unless actually repair my phone or refund the purchase price of the second one, I will let everyone I see know that. Sincerely, [redacted]
We are sorry for any issues the consumer had after purchasing their warranty.Generally within hours the consumer receives a copy of their warranty contract via email We have emailed the consumer a copy of their warranty contract
Complaint: [redacted] I am rejecting this response because: this repair had to be done more then three times and they still want to try to fix the iPad Pro and to find out when it came back from repair the iPad was not repaired it had more damage done to it from the repair where the iPad home button was not fix which was the Initial problem but now it s that and my electro magnetic connector that’s not working so I cant use my keyboard Sincerely,Ralphy [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ We are sorry the consumer had an issue with their phone There are times when our inventory does not have the phone in stockWe are in the process of changing our supplier so that we will have more phones availableThe specialist suggested that the consumer take the phone to a local shop to get it repaired to accelerate the repair processThe consumer did not want to resolve the claim in that manner so we proceeded with the exchange The phone is now in transit to the consumerAnticipated delivery is Friday, August Due to the delay in this process we have waved the deductible normally charged
Complaint: [redacted] I am rejecting this response because: days ago, I was contacted by [redacted] regarding this claim via emailHe told me that I should be expecting a payment of [redacted] for the device with an additional payment of [redacted] which amounts to the price that I originally paid for the coverageHe said that the [redacted] refund had already been processed and I should see it in my account within business daysHowever, I have not received this amount at this time because I no longer have the same card I did when originally purchasing this coverageAs such, I need this amount sent to me in check form or via PaypalAdditionally, the device has now been sent in to Squaretrade and I need to have the payment of [redacted] issued to me as soon as possiblePlease get these two amounts to be quickly, this process has taken almost a month from start to this point Sincerely, [redacted] ***
We are sorry for any issues the consumer had with their device Looking into the consumers account I was able to locate the invoice provided by the consumer Since the consumers warranty has expired this issue was escalated to our accounting department as SquareTrade has to process the payout manually.The consumer will be receiving a reimbursement of $ [redacted]
We are sorry for any issues the consumer had with their deviceWhen a claim needs to be filed on a device the consumer can log into their online account or call in to begin filing a claimA claim can not be processed until the consumer starts the claim process by providing device information as well as a problem descriptionThe consumer emailed a description of the issue with their device and received instructions on how to go about to filing a claim online or over the phoneWe are not able to provide a resolution here without first filing a claimWe have reached out to the customer to attempt to file a claim on their deviceAt this point in time we are unable to provide the consumer with a resolution until a claim is filed
We are sorry for any issue the consumer experienced with their device Currently, we show that the laptop is in our possession and is currently being repairedWe do apologize for any delays during the shipment processWe will be refunding the consumer's warranty cost due to these delaysThe laptop is nearing completion at our depot and we will be communicating the steps of the repair and returnWe appreciate the consumer's patience while we resolve this matter
We apologize for the consumers experience and the inconveniences.Records indicate there were systematic issues when processing the claim which resulted in the delay of the consumer receiving the shipping kit to send in the unit for repairsWe have attempted to reach the consumer but were unsuccessfulWe have sent an email with our resolution and will await their email back before proceeding
We're sorry for any confusion the consumer has experienced! Our goal is to replace the original TV with one of comparable specifications and functionalityEvery replacement TV is individually selected by a SquareTrade TV Specialist, based on on specifications of the consumers original TV and research from leading technical publications like the "Consumer Reports" and "***" Prior to sending a replacement TV out to a consumer, the consumer must read over the replacement TV specifications and accept the offerOur records indicate that the consumer accepted the offer and the TV was shipped to the mailing address on fileUnfortunately, once a TV offer is accepted and the consumer receives the replacement (fully functioning), we're unable to exchange the TV (mentioned prior to accepting)
Complaint: [redacted] I am rejecting this response because: Dear [redacted] If the display cannot be returned or exchanged, then you still have not provided me with a product of like, kind, quality, and functionality that you explicitly state you will do regardless of what you say I accepted I know that the display was purchased from Sam’s Club, how much you paid for it, and that an AmEX Card was usedI have had a Sam’s Club membership for many years and they have never refused anything I wanted to return to themSam’s Club, who is partnered with you, even called SquareTrade themselves to see if I could exchange it and SquareTrade still would not let me return it on my own to themI have been cheated out of several hundred dollars because of thisThere is a big difference between a $display and a [redacted] TV, and you have not provided a product up to my coverage amount Your email that you send when the replacement team chooses a replacement is very sinisterYou should include in writing in the email that if you disagree with the replacement item then please respond accordinglyYou do not include this in your email that is sent outI have trusted that you will do what you say in replacing a product of like, kind, quality and functionalityAre you also aware that the "display" you sent does not have a full function remote to control various aspects of the display? I have to use my own tablet or phone to do thisVIZIO cannot legally call their sets TV’s any longer, they are displays because they do not contain an integrated tunerYou could have sought out other brands that have this functionality [redacted] I did not insure a display I would also suggest that the replacement team be better trained to send comparable products to their customers to prevent this in the futureAfter all, that is the business you are in, to replace or fix electronic devices of all types [redacted] if you were in my shoes you would be extremely upset about this situation as wellI have three other protection plans with SquareTrade that I am considering cancelling because of what has transpired with my subpar replacementIf you do not make this right, I will seek other places from here on out to insure my electronic devicesIf you do not provide me with what you state in the contract: Squaretrade will, "replace your product with a product of like, kind, quality and functionality." I will pursue other avenues to get this remedied Thank you MrHardy and I await your prompt response HOW WE WILL SERVICE YOUR PRODUCT: Depending on the Product and failure circumstances, at our discretion, We will either: Repair Your Product, or; Provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality Sincerely, [redacted]
We apologize to the consumer for the inconvenience.For us to be able to proceed with the reimbursement we would need one of two thingsDocumentation from the store that took the device and dispose of itThe Original phone that is covered
We are sorry for any issues the consumer had with their device According to the consumer's warranty contract, "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 amount of your product." SquareTrade will always attempt another repair on a consumer's device as long there limit of liability does not reflect a negative amount The consumer had two repairs done to their device by SquareTrade's depot The first repair to the consumer's device was for a cracked screen, which was over half of their limit of liability When the consumer's device was sent in for its second repair the unit's processor was replaced With both of these repairs being done the consumer's limit of liability is reflecting a negative amount and has completed the warranty
Complaint: [redacted] I am rejecting this response because: looking at the reviews on Yelp, there are quite a few customers that have had to go through the same incredible amount of effort to obtain a satisfactory response I have been paid so that's good but it took a lot of emails and hours on the phone Something is not right with Square Trade People are really nice on the phone but the resolution of reimbursement is difficult If it was a couple of hundred dollars, I probably would have given up but for [redacted] I was determined I have to wonder if this is a frequent tactic and by the other reviews, it appears it may be Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their device Although the consumer was told the phone was "stolen" it could have been a number of circumstances that would put the phone on a carrier's "blacklist"We do not have access to any carrier's database so we cannot access the information regarding the status of a phoneWe are addressing the issue with our supplier so that we don't have useless phones shipped to our customers We have paid out the consumer so they can purchase a replacement phone We are going to refund the deductible paid for this claim and the price of the warranty as a courtesy for the delays the consumer experienced We have contacted the consumer so they are aware of what we are offering
Please be advised that after Revdex.com closed the complaint the business (Square Trade) called me and apologized for the confusion and offered to send me a check for $819.00, the amount of my claim I accepted their offer and received the check in the mail today Please update your records accordingly
We are sorry for any issues the consumer had with their deviceThe electronic receipt on file only showed the purchase of the warranty In order to process a claim a proof of purchase of the item is also required to verify purchase date and item priceAfter reviewing the consumer's documentation we have determined the warranty to be invalid The consumer didn't not purchase their device from the resell partner in which their warranty was purchased
We are sorry for any issues the consumer had with their deviceWhen a claim is filed on a mobile device we always attempt to repair the device if possible If a device is damaged beyond repair we will attempt to replace the device with a comparable like model In the event a replacement device is not available SquareTrade moves to a reimbursement of the item priceWe have been able to source the consumer a new replacement device
We are sorry for any issue the consumer experienced with their device.Squaretrade requires all consumers to provide proof of purchase for items under warrantyMoreover, the service contract sent to the consumer also states, "You will need a copy of your receipt on file with us before a claim can be processedThe receipt must display the item's purchase date and priceYou can email or fax us a copy of the receipt at any time." According to our records, the consumer had purchased a total of warranties on [redacted] During this time there was no promotion being provided for warranties without receiptsUnfortunately, without the receipts for the items or the promotional email, we would be unable to provide assistance
Unfortunately, this "Defect" is not covered by our warranty nor by the manufacturers', this is why all claims have been denied and the warranty canceledAs previously stated, we are unable to provide assistance with the TV or warranty moving forward
Complaint: [redacted] I am rejecting this response because: After denying my claim numerous times, I was left with no other option that to unwillingly accept their "resolution" of cancelling my policy and taking a refund. I needed the money in order to but yet another [redacted] *, which was another $***. In my profession, I am many times out with Clients in manufacturing warehouses. Many of these locations are in the country, where I get very little service with Straight Talk or anyone else. The Nexus is about the cheapest phone I could find that meets all the requirements I have to perform my job - picture, service, etc. So now they are offering to possibly honor the warranty??? Why didn't they tell me that last week before I spent MORE money on ANOTHER phone. They are a joke. The only way that I would even consider this complaint to be satisfied is if they actually honor the very first claim and actually do what they offered when I signed up- fix my phone, or refund me what it cost me to replace it. I did absolutely nothing wrong here. As mentioned, I actually spoke to one of their own reps when I called to purchase the policy, and nothing was ever said about me not buying the policy thru [redacted] . All they wanted was my billing information. I have already contacted the CBS Radio station where I heard their commercial to let them know what kind of business they have on their station. They were very interested. Square Trade in nothing but a scam. And unless actually repair my phone or refund the purchase price of the second one, I will let everyone I see know that. Sincerely, [redacted]
We are sorry for any issues the consumer had after purchasing their warranty.Generally within hours the consumer receives a copy of their warranty contract via email We have emailed the consumer a copy of their warranty contract