We are sorry for any confusion experienced during the claim process Squaretrade attempts to make our claim process as streamlined and effortless as possibleWe do apologize if there were multiple requests to send information overRegarding the repair, our records indicate that main components were replaced or repaired in the unitOur depots repaired the Main Circuit Board, replaced the Charging Port, and reseated the DigitizerSquaretrade does provide a 30-day repair guarantee and will be reaching out to discuss any potential issues the consumer may have experienced
We are sorry for any issue the consumer experienced with their device.According to our records, the consumer's device was sent to our repair depot and return back to its fully functional stateSquaretrade is very clear as to what we can and cannot repair on devices, per our service contract, "Accidental Damage from Handling does not provide protection againstcosmetic damage and/or other damage that does not affect unit functionality"Since our technicians established that the frame is in working condition and does not affect the functionality of the unit, we would be unable to provide additional assistance in connection with this claim
We are sorry for any delays experienced while resolving this matter.Unfortunately, the check has already been sent to the consumer and we would be unable to expediteA confirmation was also sent to the consumer verifying the address where the check was being sent on 10/11/
We apologize for any delays regarding the reimbursement of the shipping costsWe have ensured that the reimburement has been processedIt shows that there was some additional information required that was not present on the invoice and payment informationWe have since contacted the manufacturer and clarified these concernsWe appreciate the consumers patience cooperation as we resolved this matter
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer did not receive the payments as promised We are reviewing our processes and are trying to improve themThe reimbursement was processed on 8/and the consumer should get a check by 8/We have also refunded the deductibleDue to the poor service the consumer experiencedWe have also refunded the warranty price
We are sorry for any issues the consumer experienced with their deviceThe consumer purchased a non accidental damage from handling protection plan only covering mechanical and electrical failures Our accidental damage from handling coverage assists with any issues resulting from a drop, spill, or physical damage Due to the consumer's device not having accidental from damage handling protection we are unable to assist or provide coverage At this time we can reimburse the customer the full cost of their warranty
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 meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We are sorry the consumer had issues with their refrigerator. The first claim we would have referred the consumer to the manufacturer as their warranty would still be in place. The device was repaired twice. Due to the fact that the unit... continuously fails we have decided to pay the consumer so they can purchase a replacement device. We are in contact with them to make this happen. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Initially the Square Trade did not inform me the appliance was still under warranty with the manufacturer. However, the company has agreed to repay me most of the funds I spent to purchase the appliance after having the appliance service FIVE times not TWO. Thank you for your assistance with this matter. [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced. Per Terms & Conditions, If You cancel after the first thirty (30) days from purchase of this Service Agreement, You will receive a pro rata refund based on the time remaining on Your Service... Agreement. Since this is a special circumstance, we have refunded the consumer for the full amount of the warranty.
According to our records, the consumer's device was sent in and determined to have damage resulting from the phone being rootedOur Terms & Conditions state, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data."Due to this, we had denied the consumer's request for a claimWe have since made an exception to provide coverage and due to the other issue with the phone, have processed the reimbursement of the devices cost
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [They are still working on it] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We are sorry the consumer had issues with receiving their reimbursement We do have a guarantee where we would refund the cost of the warranty if we do not complete a repair within days of when we receive the device for repair at our repair depotFor some reason the refund was not processed and we had to reprocess itThis is what caused the delay We have spoken to the consumer and they have received the refund
Complaint: [redacted] I am rejecting this response because: My device was received and signed for by MBeard on May 26thThe tracking number is [redacted] Check for yourself or just look at the attched confirmation from FedExSo that makes it business says Every time I have called I have been given the run aroundNo one can tell me anything about my deviceWhen I took my device to the Apple Store they determined that the hard drive was the only issueThey said they swapped it out and it worked fineNow I have recieved an email saying that it can't be repaired and a check was being cutAt this point I am only concerned about the security of my dataIt is evident to me that you have lost or misplaced my deviceWhat assurances can you provide me that the machine and my data have been securely disposed of? How do I know that one of the employees didn't take my device and the card you made me write my password I and reclaim my HardDriveThere was a lot of personal information on that device I also want a tracking number for the check you have sentSincerely, [redacted]
We are sorry for any issues the consumer had with their deviceThe consumer purchased an open box item and a new item warranty directly from SquareTrade Open box items are not eligible for accidental form damage handling protection, which would have made the consumer's warranty invalid We have made an exception to reimburse the consumer their item price
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 meSincerely, Jordan [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ We are sorry the consumer had issues with their deviceThere are two types of coverage offered for this type of itemThe first is named "Standard" which covers mechanical failure but not damageThe second type of warranty is named "Accidental Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damageUnfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverageDue to the confusion, SquareTrade would like to make the exception and take care of this caseWe attempted to contact the consumer a couple of times and just waiting to hear back Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked my voicemail and I do not have a responseI have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last weeksThis is simply ADVERTISINGI don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past)It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with Advertising Final Business Response / [redacted] (4000, 9, 2015/06/23) */ We are sorry the consumer had issues with their device We have been trying to contact the customer by calling the number we have on fileThat number is probably incorrect as the consumer has not received any of our messagesWe will email the consumer to let them know that we are going to make an exception and pay them out
We are sorry for any issues the consumer had with their deviceAfter the consumer's initial repair to their device, it was returned to our depot with new damages to the charging port At this time, the new damages were documented and the consumer's device was still repaired and mailed backSquareTrade has a day rework policy to guarantee any repairs to an item The consumer received their device back three days before their warranty end dateIn this time they could have called in to address any issues still remaining with the device Our records indicate the consumers received their device on [redacted] and called in [redacted] outside of our rework period to report further issues
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ We apologize the consumer experienced issues with their deviceThe consumer's check is being processed and should be received within 7-business daysWe have contacted the consumer and he is aware of the resolution
We apologize for any difficulty the consumer experienced with the claim processWe have finalized the consumer's claim and are currently processing the desired reimbursement, we have also notified the consumer and appreciate his patience while we worked to resolve this
We are sorry for any issue the consumer experienced with their device Squaretrade apologizes for any misunderstanding regarding the warranty auto renewalThe consumer is correct, the warranty should have auto-renewed on the expiration date and it did notAccording to our system, the renewals for select consumers were affected in this way, resulting in expired warranties We currently have our back office reaching out and working with consumers to resell the correct warranties and ensuring they continue as stated
We are sorry for any confusion experienced during the claim process Squaretrade attempts to make our claim process as streamlined and effortless as possibleWe do apologize if there were multiple requests to send information overRegarding the repair, our records indicate that main components were replaced or repaired in the unitOur depots repaired the Main Circuit Board, replaced the Charging Port, and reseated the DigitizerSquaretrade does provide a 30-day repair guarantee and will be reaching out to discuss any potential issues the consumer may have experienced
We are sorry for any issue the consumer experienced with their device.According to our records, the consumer's device was sent to our repair depot and return back to its fully functional stateSquaretrade is very clear as to what we can and cannot repair on devices, per our service contract, "Accidental Damage from Handling does not provide protection againstcosmetic damage and/or other damage that does not affect unit functionality"Since our technicians established that the frame is in working condition and does not affect the functionality of the unit, we would be unable to provide additional assistance in connection with this claim
We are sorry for any delays experienced while resolving this matter.Unfortunately, the check has already been sent to the consumer and we would be unable to expediteA confirmation was also sent to the consumer verifying the address where the check was being sent on 10/11/
We apologize for any delays regarding the reimbursement of the shipping costsWe have ensured that the reimburement has been processedIt shows that there was some additional information required that was not present on the invoice and payment informationWe have since contacted the manufacturer and clarified these concernsWe appreciate the consumers patience cooperation as we resolved this matter
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer did not receive the payments as promised We are reviewing our processes and are trying to improve themThe reimbursement was processed on 8/and the consumer should get a check by 8/We have also refunded the deductibleDue to the poor service the consumer experiencedWe have also refunded the warranty price
We are sorry for any issues the consumer experienced with their deviceThe consumer purchased a non accidental damage from handling protection plan only covering mechanical and electrical failures Our accidental damage from handling coverage assists with any issues resulting from a drop, spill, or physical damage Due to the consumer's device not having accidental from damage handling protection we are unable to assist or provide coverage At this time we can reimburse the customer the full cost of their warranty
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 meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We are sorry the consumer had issues with their refrigerator. The first claim we would have referred the consumer to the manufacturer as their warranty would still be in place. The device was repaired twice. Due to the fact that the unit... continuously fails we have decided to pay the consumer so they can purchase a replacement device. We are in contact with them to make this happen. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Initially the Square Trade did not inform me the appliance was still under warranty with the manufacturer. However, the company has agreed to repay me most of the funds I spent to purchase the appliance after having the appliance service FIVE times not TWO. Thank you for your assistance with this matter. [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced. Per Terms & Conditions, If You cancel after the first thirty (30) days from purchase of this Service Agreement, You will receive a pro rata refund based on the time remaining on Your Service... Agreement. Since this is a special circumstance, we have refunded the consumer for the full amount of the warranty.
According to our records, the consumer's device was sent in and determined to have damage resulting from the phone being rootedOur Terms & Conditions state, "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data."Due to this, we had denied the consumer's request for a claimWe have since made an exception to provide coverage and due to the other issue with the phone, have processed the reimbursement of the devices cost
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [They are still working on it] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We are sorry the consumer had issues with receiving their reimbursement We do have a guarantee where we would refund the cost of the warranty if we do not complete a repair within days of when we receive the device for repair at our repair depotFor some reason the refund was not processed and we had to reprocess itThis is what caused the delay We have spoken to the consumer and they have received the refund
Complaint: [redacted] I am rejecting this response because: My device was received and signed for by MBeard on May 26thThe tracking number is [redacted] Check for yourself or just look at the attched confirmation from FedExSo that makes it business says Every time I have called I have been given the run aroundNo one can tell me anything about my deviceWhen I took my device to the Apple Store they determined that the hard drive was the only issueThey said they swapped it out and it worked fineNow I have recieved an email saying that it can't be repaired and a check was being cutAt this point I am only concerned about the security of my dataIt is evident to me that you have lost or misplaced my deviceWhat assurances can you provide me that the machine and my data have been securely disposed of? How do I know that one of the employees didn't take my device and the card you made me write my password I and reclaim my HardDriveThere was a lot of personal information on that device I also want a tracking number for the check you have sentSincerely, [redacted]
We are sorry for any issues the consumer had with their deviceThe consumer purchased an open box item and a new item warranty directly from SquareTrade Open box items are not eligible for accidental form damage handling protection, which would have made the consumer's warranty invalid We have made an exception to reimburse the consumer their item price
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 meSincerely, Jordan [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ We are sorry the consumer had issues with their deviceThere are two types of coverage offered for this type of itemThe first is named "Standard" which covers mechanical failure but not damageThe second type of warranty is named "Accidental Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damageUnfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverageDue to the confusion, SquareTrade would like to make the exception and take care of this caseWe attempted to contact the consumer a couple of times and just waiting to hear back Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked my voicemail and I do not have a responseI have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last weeksThis is simply ADVERTISINGI don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past)It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with Advertising Final Business Response / [redacted] (4000, 9, 2015/06/23) */ We are sorry the consumer had issues with their device We have been trying to contact the customer by calling the number we have on fileThat number is probably incorrect as the consumer has not received any of our messagesWe will email the consumer to let them know that we are going to make an exception and pay them out
We are sorry for any issues the consumer had with their deviceAfter the consumer's initial repair to their device, it was returned to our depot with new damages to the charging port At this time, the new damages were documented and the consumer's device was still repaired and mailed backSquareTrade has a day rework policy to guarantee any repairs to an item The consumer received their device back three days before their warranty end dateIn this time they could have called in to address any issues still remaining with the device Our records indicate the consumers received their device on [redacted] and called in [redacted] outside of our rework period to report further issues
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ We apologize the consumer experienced issues with their deviceThe consumer's check is being processed and should be received within 7-business daysWe have contacted the consumer and he is aware of the resolution
We apologize for any difficulty the consumer experienced with the claim processWe have finalized the consumer's claim and are currently processing the desired reimbursement, we have also notified the consumer and appreciate his patience while we worked to resolve this
We are sorry for any issue the consumer experienced with their device Squaretrade apologizes for any misunderstanding regarding the warranty auto renewalThe consumer is correct, the warranty should have auto-renewed on the expiration date and it did notAccording to our system, the renewals for select consumers were affected in this way, resulting in expired warranties We currently have our back office reaching out and working with consumers to resell the correct warranties and ensuring they continue as stated