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]
We are sorry for any issues the consumer experienced with their device Before a unit is received by our depot, Squaretrade advises consumers to back up all data and programs prior to shipping their product inBacking up data ensures consumers are able to bring the software back to their desired functionality in the event a device is in need of a new logic/motherboardOur depot installs a copy of [redacted] on the device as a placeholder as consumers are able to reinstall the existing operating system and programs after this type of repairWe apologize if this was not the case during this claim, we will be offering to reimburse a new copy of [redacted] since the consumer is unable to use their originalWe appreciate the consumer for bringing this to our attention and allowing us to provide a resolution
We appreciate the consumers cooperation in this matter Squaretrade agrees to the terms stated by the consumerWe have refunded the consumers deductible as an exception and an email has been sent as confirmation
We apologize for any inconvenience that the consumer might have experienced during the replacement process We have called the consumer on numerous occasions at both their day and night time numbers listed but have been unable to reach anyoneWe then have followed up with an email to inform the customer that we do have a repair resolution waiting and in place for her whenever she is ready to go ahead with her repairs Furthermore we do apologize for incorrectly canceling her warranty and advising her of a refund as there are not refunds on month to month policiesIn the end we are confident that the consumer will be happy with the resolution we have ready for her
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We are sorry the consumer had issues with their device Based on what the technician was told they were able to ascertain that the issue may not be hardware but softwareAs per the Terms and Conditions the warranty does not cover software issuesThe technician was trying to resolve the issue as quickly as possible We were not informed of the status of the repair so we did not proceed with the claim at that timeThe consumer still has the same issues We have opened a new claim so even if the warranty expires we will still be able to resolve the consumer's device issues We have contacted the consumer so that we can proceed with resolving this complaint
Complaint: [redacted] I am rejecting this response because:I DID go back to the business to get the repair and they REFUSED to fix itHow am I supposed to get it repaired if they refuse to do so? This is completely unacceptableSincerely, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]Complaint: [redacted] I am rejecting this response because:Regards, [redacted] My complaint was never with [redacted] Nor [redacted] my issue was and remains with Square Trade which I thought I expressedAgain This product and warranty was purchased online from ***
We proceeded with the denial based on what the specific work order the consumer provided to us, which stated the repair cost, not a general inquiryWe also do not know how the consumer was aware of what method SquareTrade used to reach out to the vendor and what was said to the vendor to determine the if the invoice was editedWe will stand by what the vendor stated to usWe cannot reinstate the warranties at this point
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account, it appears there was an issue collecting their deductible to complete the claim process We have made an exception to continue the claim process due to the issues the consumer has had submitting deductibleAt this time a claim has been processed for the consumer
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ We are sorry the consumer had issues with their device We do not have warranties that protect against accidental damage on certain devicesMost of them are devices that are not portableAn oven is not considered portable so this warranty would not have accidental damageIn any case we would not approve a claim if damage is purposely doneFor these reasons there was a delay in the processing of this claim Our specialist handled the claim improperly, most likely due to misunderstandingWe are addressing this in our trainingThe technician never said the damage was done on purposeTo further show that the consumer's report of the issue was due to a manufacturing defect the lock on the oven door (the one that engages when the oven is in self-cleaning mode) is still engaged We have approved the payout of this claim and the refund of the warranty due to the poor customer service the consumer experienced We have contacted the consumer to let them know of the payout Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have "approved" payout and I was promised a refund for my original warranty, but the only problem is that I have not received the money yetI called again days ago and was promised a call back, but have yet to receive itIt seems this company is making promises it can not keepIt has been weeksThe sad part is thus company has potential to be a great company if they would just do as they say they will do, but that seems to be a problem Final Business Response / [redacted] (4000, 9, 2015/08/24) */ Spoke to the consumer and they received the payment on 8/ Final Consumer Response / [redacted] (2000, 11, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did give me checksI just hate the fact that it took a month to get resolvedI would buy another warranty with this company but I would take good notes
We apologize for any misunderstanding or difficulty the consumer has experienced with his warranty We have sent the consumer a request for further clarifying information for us to confirm his concern, as there is not enough information in this complaint to resolve the situationSquaretrade is not responsible for the Smartguard Pin the consumer is requesting, as Smartguard is a separate warranty company and we would recommend the consumer contacts them if he purchased a warranty from their company We would also recommend the consumer can contact us [redacted] if they would like to speak to our customer service department and we cam provide immediate answers to his inquiries
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ There is usually a manufacturer's warranty, however there are many times a manufacturer will not cover an issueFor example if a device is damaged the manufacturer will not repair the deviceIf the warranty has the accidental damage coverage SquareTrade will repair the device If the manufacturer requires the customer send the device in for repair under their warranty many manufacturers do not cover the shipping costsSquareTrade will reimburse the customer those costs Also there are manufacturers that do not have coverage for the full first yearSome have only day warranties Many times SquareTrade will repair a device that the manufacturer will not repair as they deem it no a manufacture defect but the issue is not due to damage Starting the warranty on the purchase date of the item protects the consumer from these issues Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well let me start out by saying.although some of what they stated me b true,but as a consumer I should have been advised as thete practice prior of buying a 3yr warranty.however if I damage the product shame on me they nor square trade isn't going to repair it either.this is a Sony Radio n they are a very reputable company that stands behind there products.there not a fly by night company.also they have authorized dealers every where including the place that installed the radio.so once again if I was informed that I was/they were piggy backing off the manufacturing warranty then it's actually a 2yr warranty.I still find it unfair to the consumer.it should b stated in there policy were I have a choice if I still want to buy their warranty.just saying it's unfair practice Sincerel Mr [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/25) */ In the Terms and Condition the start date and end date of the warranty is statedIf there is any doubt the consumer can all ways contact us for clarificationAs in any case if the warranty is not what the consumer wanted we will cancel the warranty and give the consumer a full refund Final Consumer Response / [redacted] (2000, 11, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ We apologize for the issue the consumer experiencedThe consumer has been contacted by a resolution specialist to resolve this matterWe are awaiting the proof of purchase to verify the transaction and move forward with the consumer's claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) As written in my previous report , I have sent three copies of the receipt and was told by an employee that he had seen itI sent another copy of the receipt on 01/06/and it has yet to show up in my Square Trade accountNothing has changed from the original complaint except for the fact that I have sent yet another complaint and have not received my warrantyIf you need copies of the emails I have sent with the copy of the receipts, please let me knowI will be [redacted] to send my proof in to the Revdex.com Final Business Response / [redacted] (4000, 9, 2016/01/14) */ The consumer responded by providing a receipt for the purchase of the device but not the purchase of the warrantyAt this time we require proof of the warranty in order to move forward with filing a claim Final Consumer Response / [redacted] (2000, 11, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sam's Club told me that Square Trade owns my warranty and this is not truePlease remove my complaint against Square TradeMy apologies to Square Trade
Complaint: [redacted] I am rejecting this response because: I originally wanted them to just replace the phone I had Why could they not have gone out and bought a new and mail it to me one for the same cost as I did? My phone is integral to my work, and I can't be without it As such, it was important that this be replaced in a timely fashion They delayed the resolution of this process at every step of the way At the time the claim was filed, the replacement cost for the phone was $ [redacted] The resolution process was delayed for almost weeks, during which time a new model was introduced and the original phone was discontinued, and the replacement phone came down in price However, I could not afford to wait that long to resolve this, so I purchased a replacement phone while it was still offered, and the cost of the phone at that time was $ [redacted] Besides, if they are going to send something in writing/email stating a specific amount that I will be reimbursed, they need to honor that, even if it was their mistake There was nothing in the email they sent that indicated that the $ [redacted] figure was just a "cap for the claim" When I received that email, I even called them back to confirm that that was actually what I would be receiving, and the representative on the phone did indeed confirm it, with an explanation as to why I expect Square Trade to honor their written word, even if it was a mistake on their part There is at least the appearance that they purposely dragged this claim out, knowing that the new model phone would be released, and the replacement drop in price, saving them money If I could have afforded to wait weeks for a replacement phone, I may have opted for this, as the replacement model was actually a better phone at a cheaper price But alas, I could not I expect them to honor their written communications ($ [redacted] ), and at the very least, reimburse me the $ [redacted] that the phone cost at the time I filed the claim (and at the time I purchased my replacement with my own money) Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ We apologize for the issue the consumer experienced with their device The consumer has been contacted by phone and via email to resolve the complaint We are currently awaiting a response to move forward Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) A representative had call me late December after seeing my complaint asking to call back to resolve the issueI have called them more than times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages Final Consumer Response / [redacted] (3000, 16, 2016/02/23) */ I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this websiteThe laptop will be shipped todayI will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the checkThsnk you Final Business Response / [redacted] (4000, 18, 2016/03/02) */ Our records indicate the consumer's device was delivered on 2/29/It is currently being audited and the consumer's payout will be released within business dayThe consumer has been emailed this information
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]
We are sorry for any issues the consumer had with their device. When a claim is filed online the consumer is instructed to provide a description of their issue and select problem codes that would coincide. The consumer selected several problem codes that would indicate Accidental Damage... from Handling. Since the consumers standard warranty coverage does not include Accidental Damage from Handling the claim was automatically denied. After reviewing the consumers written description of the issue we feel these codes were selected in error. We have made several attempts to reach out to the consumer and each time we are presented with a message stating "The person you are calling has blocked your phone number." At this time we need the consumer to contact SquareTrade to finish the claim process
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ We are sorry the consumer delays in the approval of their claim When a claim is filed on-line the system takes key words and interprets the claimIn this case the word "water" was flagged and the system did not approve the claim as there was water exposure and this particular warranty does not have accidental coverageThe system was obviously incorrect as this device requires water to operate We have approved a claim and will reimburse the consumer for a repairIf a repair is not possible then we will reimburse the consumer for the price they paid for the device
Revdex.com:Cancel my contract, you guy will never get business From me or any other family members Sent I have reviewed the response made by the business in reference to complaint ID 12571123, and find that this resolution is satisfactory to meSincerely, James E Higdon Sr
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]
We are sorry for any issues the consumer experienced with their device Before a unit is received by our depot, Squaretrade advises consumers to back up all data and programs prior to shipping their product inBacking up data ensures consumers are able to bring the software back to their desired functionality in the event a device is in need of a new logic/motherboardOur depot installs a copy of [redacted] on the device as a placeholder as consumers are able to reinstall the existing operating system and programs after this type of repairWe apologize if this was not the case during this claim, we will be offering to reimburse a new copy of [redacted] since the consumer is unable to use their originalWe appreciate the consumer for bringing this to our attention and allowing us to provide a resolution
We appreciate the consumers cooperation in this matter Squaretrade agrees to the terms stated by the consumerWe have refunded the consumers deductible as an exception and an email has been sent as confirmation
We apologize for any inconvenience that the consumer might have experienced during the replacement process We have called the consumer on numerous occasions at both their day and night time numbers listed but have been unable to reach anyoneWe then have followed up with an email to inform the customer that we do have a repair resolution waiting and in place for her whenever she is ready to go ahead with her repairs Furthermore we do apologize for incorrectly canceling her warranty and advising her of a refund as there are not refunds on month to month policiesIn the end we are confident that the consumer will be happy with the resolution we have ready for her
Complaint: [redacted] I am rejecting this response because: Still working on the case.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We are sorry the consumer had issues with their device Based on what the technician was told they were able to ascertain that the issue may not be hardware but softwareAs per the Terms and Conditions the warranty does not cover software issuesThe technician was trying to resolve the issue as quickly as possible We were not informed of the status of the repair so we did not proceed with the claim at that timeThe consumer still has the same issues We have opened a new claim so even if the warranty expires we will still be able to resolve the consumer's device issues We have contacted the consumer so that we can proceed with resolving this complaint
Complaint: [redacted] I am rejecting this response because:I DID go back to the business to get the repair and they REFUSED to fix itHow am I supposed to get it repaired if they refuse to do so? This is completely unacceptableSincerely, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]Complaint: [redacted] I am rejecting this response because:Regards, [redacted] My complaint was never with [redacted] Nor [redacted] my issue was and remains with Square Trade which I thought I expressedAgain This product and warranty was purchased online from ***
We proceeded with the denial based on what the specific work order the consumer provided to us, which stated the repair cost, not a general inquiryWe also do not know how the consumer was aware of what method SquareTrade used to reach out to the vendor and what was said to the vendor to determine the if the invoice was editedWe will stand by what the vendor stated to usWe cannot reinstate the warranties at this point
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account, it appears there was an issue collecting their deductible to complete the claim process We have made an exception to continue the claim process due to the issues the consumer has had submitting deductibleAt this time a claim has been processed for the consumer
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ We are sorry the consumer had issues with their device We do not have warranties that protect against accidental damage on certain devicesMost of them are devices that are not portableAn oven is not considered portable so this warranty would not have accidental damageIn any case we would not approve a claim if damage is purposely doneFor these reasons there was a delay in the processing of this claim Our specialist handled the claim improperly, most likely due to misunderstandingWe are addressing this in our trainingThe technician never said the damage was done on purposeTo further show that the consumer's report of the issue was due to a manufacturing defect the lock on the oven door (the one that engages when the oven is in self-cleaning mode) is still engaged We have approved the payout of this claim and the refund of the warranty due to the poor customer service the consumer experienced We have contacted the consumer to let them know of the payout Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have "approved" payout and I was promised a refund for my original warranty, but the only problem is that I have not received the money yetI called again days ago and was promised a call back, but have yet to receive itIt seems this company is making promises it can not keepIt has been weeksThe sad part is thus company has potential to be a great company if they would just do as they say they will do, but that seems to be a problem Final Business Response / [redacted] (4000, 9, 2015/08/24) */ Spoke to the consumer and they received the payment on 8/ Final Consumer Response / [redacted] (2000, 11, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did give me checksI just hate the fact that it took a month to get resolvedI would buy another warranty with this company but I would take good notes
We apologize for any misunderstanding or difficulty the consumer has experienced with his warranty We have sent the consumer a request for further clarifying information for us to confirm his concern, as there is not enough information in this complaint to resolve the situationSquaretrade is not responsible for the Smartguard Pin the consumer is requesting, as Smartguard is a separate warranty company and we would recommend the consumer contacts them if he purchased a warranty from their company We would also recommend the consumer can contact us [redacted] if they would like to speak to our customer service department and we cam provide immediate answers to his inquiries
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ There is usually a manufacturer's warranty, however there are many times a manufacturer will not cover an issueFor example if a device is damaged the manufacturer will not repair the deviceIf the warranty has the accidental damage coverage SquareTrade will repair the device If the manufacturer requires the customer send the device in for repair under their warranty many manufacturers do not cover the shipping costsSquareTrade will reimburse the customer those costs Also there are manufacturers that do not have coverage for the full first yearSome have only day warranties Many times SquareTrade will repair a device that the manufacturer will not repair as they deem it no a manufacture defect but the issue is not due to damage Starting the warranty on the purchase date of the item protects the consumer from these issues Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well let me start out by saying.although some of what they stated me b true,but as a consumer I should have been advised as thete practice prior of buying a 3yr warranty.however if I damage the product shame on me they nor square trade isn't going to repair it either.this is a Sony Radio n they are a very reputable company that stands behind there products.there not a fly by night company.also they have authorized dealers every where including the place that installed the radio.so once again if I was informed that I was/they were piggy backing off the manufacturing warranty then it's actually a 2yr warranty.I still find it unfair to the consumer.it should b stated in there policy were I have a choice if I still want to buy their warranty.just saying it's unfair practice Sincerel Mr [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/25) */ In the Terms and Condition the start date and end date of the warranty is statedIf there is any doubt the consumer can all ways contact us for clarificationAs in any case if the warranty is not what the consumer wanted we will cancel the warranty and give the consumer a full refund Final Consumer Response / [redacted] (2000, 11, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ We apologize for the issue the consumer experiencedThe consumer has been contacted by a resolution specialist to resolve this matterWe are awaiting the proof of purchase to verify the transaction and move forward with the consumer's claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) As written in my previous report , I have sent three copies of the receipt and was told by an employee that he had seen itI sent another copy of the receipt on 01/06/and it has yet to show up in my Square Trade accountNothing has changed from the original complaint except for the fact that I have sent yet another complaint and have not received my warrantyIf you need copies of the emails I have sent with the copy of the receipts, please let me knowI will be [redacted] to send my proof in to the Revdex.com Final Business Response / [redacted] (4000, 9, 2016/01/14) */ The consumer responded by providing a receipt for the purchase of the device but not the purchase of the warrantyAt this time we require proof of the warranty in order to move forward with filing a claim Final Consumer Response / [redacted] (2000, 11, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sam's Club told me that Square Trade owns my warranty and this is not truePlease remove my complaint against Square TradeMy apologies to Square Trade
Complaint: [redacted] I am rejecting this response because: I originally wanted them to just replace the phone I had Why could they not have gone out and bought a new and mail it to me one for the same cost as I did? My phone is integral to my work, and I can't be without it As such, it was important that this be replaced in a timely fashion They delayed the resolution of this process at every step of the way At the time the claim was filed, the replacement cost for the phone was $ [redacted] The resolution process was delayed for almost weeks, during which time a new model was introduced and the original phone was discontinued, and the replacement phone came down in price However, I could not afford to wait that long to resolve this, so I purchased a replacement phone while it was still offered, and the cost of the phone at that time was $ [redacted] Besides, if they are going to send something in writing/email stating a specific amount that I will be reimbursed, they need to honor that, even if it was their mistake There was nothing in the email they sent that indicated that the $ [redacted] figure was just a "cap for the claim" When I received that email, I even called them back to confirm that that was actually what I would be receiving, and the representative on the phone did indeed confirm it, with an explanation as to why I expect Square Trade to honor their written word, even if it was a mistake on their part There is at least the appearance that they purposely dragged this claim out, knowing that the new model phone would be released, and the replacement drop in price, saving them money If I could have afforded to wait weeks for a replacement phone, I may have opted for this, as the replacement model was actually a better phone at a cheaper price But alas, I could not I expect them to honor their written communications ($ [redacted] ), and at the very least, reimburse me the $ [redacted] that the phone cost at the time I filed the claim (and at the time I purchased my replacement with my own money) Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ We apologize for the issue the consumer experienced with their device The consumer has been contacted by phone and via email to resolve the complaint We are currently awaiting a response to move forward Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) A representative had call me late December after seeing my complaint asking to call back to resolve the issueI have called them more than times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages Final Consumer Response / [redacted] (3000, 16, 2016/02/23) */ I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this websiteThe laptop will be shipped todayI will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the checkThsnk you Final Business Response / [redacted] (4000, 18, 2016/03/02) */ Our records indicate the consumer's device was delivered on 2/29/It is currently being audited and the consumer's payout will be released within business dayThe consumer has been emailed this information
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]
We are sorry for any issues the consumer had with their device. When a claim is filed online the consumer is instructed to provide a description of their issue and select problem codes that would coincide. The consumer selected several problem codes that would indicate Accidental Damage... from Handling. Since the consumers standard warranty coverage does not include Accidental Damage from Handling the claim was automatically denied. After reviewing the consumers written description of the issue we feel these codes were selected in error. We have made several attempts to reach out to the consumer and each time we are presented with a message stating "The person you are calling has blocked your phone number." At this time we need the consumer to contact SquareTrade to finish the claim process
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ We are sorry the consumer delays in the approval of their claim When a claim is filed on-line the system takes key words and interprets the claimIn this case the word "water" was flagged and the system did not approve the claim as there was water exposure and this particular warranty does not have accidental coverageThe system was obviously incorrect as this device requires water to operate We have approved a claim and will reimburse the consumer for a repairIf a repair is not possible then we will reimburse the consumer for the price they paid for the device
Revdex.com:Cancel my contract, you guy will never get business From me or any other family members Sent I have reviewed the response made by the business in reference to complaint ID 12571123, and find that this resolution is satisfactory to meSincerely, James E Higdon Sr