Squaretrade apologizes if there was any confusion regarding the consumer's coverage Whenever a consumer files a claim Squaretrade asks the consumer to contact us while the issue with the relevant item is occurringThis is so Squaretrade can either fix the issue via troubleshooting over the phone, or to ensure we are providing the correct resolutionIn this circumstance we at Squaretrade understand this issue is intermittent and hard to emulate, so one of our agents emailed the consumer requesting they record the issue via video the next time it occursIf the consumer calls in while the issue is occurring, or calls in with video documentation to serve as an example, Squaretrade will be able to further assist
Complaint: [redacted] I am rejecting this response because: I am not sure why Squaretrade is stating that I am "unaware" of the “Limit of Liability"The issue is that they failed to provide me the any details of how much it was costing to repair the item each time I had to use their repair servicesAlso, I will repeat that their representatives were dishonest in telling me to keep using the charging port till it completely dies and then contact themAt no time did they tell me that I have exhausted the warranty for making too many claims(over all)If you read their email trail they are stating that I should have contacted them within days and let them know that the item is not working properly so they could make needed repairsIf this is the case then why did they not repair the charging port when I called them and sent the unit back during last claim? It is a fact that never in my dealings with Squaretrade, any representative ever mentioned or provided in writing any details of amount in sum or individually for repair charges that they were incurring to get my device fixedI am not stating that I did not know “limit of Liability’ and using this lack of knowledge as a defense for my disputeWhat I am stating is the fact that their representatives misrepresented verbally that keep using the faulty device till it completely becomes unusable and then contact them so this item can be repairedIn other words they refused to repair or replace the charging port and never mentioned that I had already exhausted the limit of liabilityTheir customer service even told me that my warranty has end date of April of [redacted] and during this time if the charging port completely breaks down then I should bring to their attention so it can be repairedTheir statements constituted lies and I am now finding out that my warranty is inactive Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We are sorry the consumer had issues with their device The reason we offered a payout is that we did not have the upgraded phone available as promisedThe payout we agreed to was enough to purchase the upgraded phone We were able to reach an agreement with the consumer
We are sorry for any confusion experienced during the claim process.According to our records, the consumer has two approved claims on the laptopOn 01/27/***, the consumer states that the laptop "does not power on" and has "no indicator lights" and a claim was approved for a local repair Then on 05/09/**, the consumer called in and informed that the "Device powers on, but cannot see start up screen or logo, OS loading issue or stuck on boot screen"This claim was also approved for a local repair and we've reimbursed the consumer for the repairsOn 07/13/**, we've approved a claim for a mail- in-repair as he states the laptop "Does not power on, no indicator lights, Display distorted" Per our service agreement, "NO LEMON POLICY:If Your Covered Product has two (2) service repairs completed for the same problem and a third (3rd) repair is needed for the same problem, within any twelve (12) month period, the Covered Product will be replaced with a comparable product or a cash settlement will be providedThe cost of the replacement will not exceed Your Product’s original purchase price."At this time the consumer will need to send the laptop in for repairs to be completed by our repair centerIf the technician deems the laptop to be "beyond economical repair' then we'll do a reimbursement of the item price Unfortunately, since the consumers issues are similar and not the same, we're unable to provide a cash settlement or replacement
Complaint: [redacted] I am rejecting this response because: they don't have the itemInform they already sent it backnfor the third time and it will not syncThey are not honoring my claimThey've tried to fix it three times.Sincerely,Sara ***
We are sorry for any confusion experienced during the claim process Unfortunately, Squaretrade does not process alternate resolutions due to delayed repairsFurthermore, our depot has stated they would be able to repair the device and have it en route to the consumer by [redacted] We apologize for any delays experienced, we have refunded the consumer half of their warranty price along with the deductible cost for this claim Moving forward, we will be allowing our depot to complete the repair as per our terms and conditions, "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."
We apologize for any inconvenience that the consumer might have experienced during the replacement process. The customer was contacted by one of our Resolutions Specialist and have informed the customer that we are waiting for the video to move forward with an appropriate resolution. Customer was satisfied and thanked us for reaching out to him.
We apologize for any inconvenience that the consumer might have experienced during this process. As of today 2/8/2017 the consumer has been reached out to with a favorable resolution to this complaint. The consumer is happy and this case has been bought to a successful resolution!
Complaint: [redacted] I am rejecting this response because: Thank you for taking the time to respond. However, it seems that you have misunderstood my concern. I understand that you do not cover cosmetic damage and I would not expect you to cover that as no warranty does. However, when I have paid for a warranty and I am sent an item as a “replacement” that looks as though the charger will catch fire since there are multiple kinks in the wiring, it causes concern. I am sure anyone else would agree. The [redacted] itself is also not “of equal features and functionality” since it seems to have many glitches and is not working as well as mine previously did. This is why I am expressing concern. I really do not appreciate paying for a warranty and being sent a used device that seems as though it was purchased used from an online site. The customer service was also terrible when I finally was able to reach someone on the phone. I was told that since my warranty was expired by only a few days, they could not even look it up. Mind you, the claim was filed within the warranty period so this should not be an issue as it was covered during the time of the claim. The representative told me that if it had been a few days earlier, they would have been able to provide reimbursement. At this point, something needs to be done to resolve this for me as I have been yanked around for far too long. I would like reimbursement for the purchase price of the device so I can by a new device rather than have a device that is not properly functioning. I do not believe that this is too much to ask for since I have paid for a warranty to cover the price of the item. Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device Since the consumer's device is not repairable, the claim will be paid out For the inconvenience the consumer experienced we are issuing a refund to the consumer for their warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will close this complaint once all payouts and refunds are finalized Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2015/12/30) */ The consumer confirmed as of 12/30/the reimbursement check has been received and the complaint is resolved
Complaint: [redacted] I am rejecting this response because: In early May ***, I first received a check for $ [redacted] as a courtesy for the delay and misinformationAfter that, I received a check for $ [redacted] dated May 8, [redacted] for the balance of the total warranty cost of $ [redacted] The last check I received was for $ [redacted] dated May 10, [redacted] and represented refund of the initial cost of the laptopI have not received the check for $ [redacted] representing refund of the copaymentYour response states the refund check was processed on 5/4/ [redacted] and that if I have not received this then they will process a replacementIn addition to the $ [redacted] refund, I request a response that states Squaretrade "has" processed a replacement Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This television was not bumped, dropped or damaged as they have suggested I moved to **ah in May [redacted] from [redacted] , [redacted] the television was properly protected and transferred to our current address along with all our belongings Had it been damaged it would have occurred then b [redacted] it was properly taken from one residence to the other witho [redacted] damage The television has been stationary since then on a entertainment center and has been functioning properly until recently The television has no scratches or cracks which would indicate any such damage has occurred The television has been in one spot since we arrive because that is the only wall with the proper connections The has never been an accident with this television My son is totally disabled He has muscular dystrophy which is rapidly progressing The television is the only source he has to the o**side world To suggest that we would deliberately lie or deny any accidental damages on the television is an insult I have served this country honorably for over years I am a retired police office and retired Drug Enforcement Officer Integrity and honesty are our core values as we serve our communities I cannot believe that the company can suggest that the only way for the television to have developed the cloud in the screed would be as suchI do not accept that the television was not faulty from the day they delivered it in Arizona and perhaps it has taken up to now for the cloud to develop in the screen How do I know that their transporters didn't bump or drop the television before delivering it and failed to say anything in hopes that the television would not result in damages Whose to say that is the one and only way the cloud could occurI can say witho [redacted] a doubt and on a lie detector that the television has never been accidently dropped, bumped or damaged while in my possession I can say the television has functioned properly until nowI believe the television has been faulty since they first brought it to me I don't know if it happened in the warehouse or the truck or their store I know the faulty cloud did not prevail itself until nowI want a product that functions properly for the duration of warranty and extended warranty and I expect company to take responsibility for their faulty equipment I don't know that the cloud has only one way of manifesting itself on the screen I believe something is wrong with the product and they need to honor their warranty Sincerely, [redacted]
We are sorry the consumer had issues with the their device.After reviewing the consumer's account, the 2-business days does not start until the day the item is received, excluding weekends and holidaysThe parts needed to repair the product were not available causing the laptop to be irreparable We will be reimbursing the consumer for the cost of the product
Complaint: [redacted] I am rejecting this response because there is nocommunicationn from squaretradeNo one calls me...no one replyto my emailsI got an email asking me ro send my projector again, but with No reason why...I sent emails asking why they want me to send my projector 3rd time whereas twice they returned without fixing it, in fact they kept my boxIt seems they respond faster on Revdex.com Anyway, now when I proved them wrong and a bunch if dishonest people, they stoooed responding and I am not at all xonfident with their technician I want squaretrade to send me check for the repair work for which I sent them a quote OR reolacemy projector.Sincerely,Kiran [redacted]
We are sorry for any issue the consumer experienced with their device.As it turns out, we are unable to service any mobile phone without the devices IMEI number.We do want to apologize for any miscommunications regarding this informationSquaretrade does not recommend nor condone repairing or tampering with a device unless you are a certified technicianAt this point, our management has offered multiple resolutions to the consumer such as taking the phone to a local repair shop or calling the service provider but all were declinedMoving forward we would be unable to service the device without the IEMI number
We apologize for the confusion the consumer encountered Contractually, our agreement with our partner, in this case [redacted] are that all cancellation requests must be performed from their organization We please ask that, the consumer contact [redacted] to resolve their concerns
We apologize for any difficulty experienced with this claim, any any misunderstanding regarding our warranty policies In this situation the consumer's claim was initially approved on the wrong warranty, and once we determined which policy was correct it was found that policy expired on 6/26/ Squaretrade protection plans begin on the date the covered item is purchased and is inclusive of the manufacture's warranty periodInformation regarding this is listed beneath the "Things to Know" section on the sales page, as well as within the terms and conditions of this consumer's policyWe apologize if this was misinterpreted in any way as it is not our intent, and have attached a screenshot from the terms and conditions verifying this information
Initial Business Response / [redacted] (1000, 6, 2015/12/14) */ We apologize for the issues the consumer experienced. The consumer has been contacted via email and phone to resolve the complaint. Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response... from the business.) I have been contacting them frequently and it wasn't until I filed the complaint that they decided to file and approve the claim. Going back and forth with them was very frustrating. I have received an email confirmation saying the claim has been approved and I am receiving reimbursement. The issue with the claim has been handled but I do not think the company in any means was helpful and customer service originated.
We are sorry for any issue the consumer experienced with their device. According to our records, the TV replacement team sent a detailed email advising why we are unable to provide a 3D television. The main reason is most manufacturers stopped making these set around ***. Since Squaretrade... attempts to match replacement TV's spec for spec, when features are no longer available, alternate features are upgraded to compensate. Since the consumer's main concern is maintaining 3D capabilities and Squaretrade is unable to locate a TV's within the consumer price range with these specs, we will be providing a reimbursement instead. We have sent the consumer the necessary paperwork via email to progress with this resolution. We appreciate the consumer reaching out and voicing their concerns so we can assist.
We are sorry for any issues the consumer had with their deviceSquaretrade has called the customer and left voicemail requesting the necessary information to locate the consumers account We have sent a follow up email with direct contact information for the consumer to reach out Currently, we are unable to proceed until we have the necessary information to located the consumer's account
Squaretrade apologizes if there was any confusion regarding the consumer's coverage Whenever a consumer files a claim Squaretrade asks the consumer to contact us while the issue with the relevant item is occurringThis is so Squaretrade can either fix the issue via troubleshooting over the phone, or to ensure we are providing the correct resolutionIn this circumstance we at Squaretrade understand this issue is intermittent and hard to emulate, so one of our agents emailed the consumer requesting they record the issue via video the next time it occursIf the consumer calls in while the issue is occurring, or calls in with video documentation to serve as an example, Squaretrade will be able to further assist
Complaint: [redacted] I am rejecting this response because: I am not sure why Squaretrade is stating that I am "unaware" of the “Limit of Liability"The issue is that they failed to provide me the any details of how much it was costing to repair the item each time I had to use their repair servicesAlso, I will repeat that their representatives were dishonest in telling me to keep using the charging port till it completely dies and then contact themAt no time did they tell me that I have exhausted the warranty for making too many claims(over all)If you read their email trail they are stating that I should have contacted them within days and let them know that the item is not working properly so they could make needed repairsIf this is the case then why did they not repair the charging port when I called them and sent the unit back during last claim? It is a fact that never in my dealings with Squaretrade, any representative ever mentioned or provided in writing any details of amount in sum or individually for repair charges that they were incurring to get my device fixedI am not stating that I did not know “limit of Liability’ and using this lack of knowledge as a defense for my disputeWhat I am stating is the fact that their representatives misrepresented verbally that keep using the faulty device till it completely becomes unusable and then contact them so this item can be repairedIn other words they refused to repair or replace the charging port and never mentioned that I had already exhausted the limit of liabilityTheir customer service even told me that my warranty has end date of April of [redacted] and during this time if the charging port completely breaks down then I should bring to their attention so it can be repairedTheir statements constituted lies and I am now finding out that my warranty is inactive Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We are sorry the consumer had issues with their device The reason we offered a payout is that we did not have the upgraded phone available as promisedThe payout we agreed to was enough to purchase the upgraded phone We were able to reach an agreement with the consumer
We are sorry for any confusion experienced during the claim process.According to our records, the consumer has two approved claims on the laptopOn 01/27/***, the consumer states that the laptop "does not power on" and has "no indicator lights" and a claim was approved for a local repair Then on 05/09/**, the consumer called in and informed that the "Device powers on, but cannot see start up screen or logo, OS loading issue or stuck on boot screen"This claim was also approved for a local repair and we've reimbursed the consumer for the repairsOn 07/13/**, we've approved a claim for a mail- in-repair as he states the laptop "Does not power on, no indicator lights, Display distorted" Per our service agreement, "NO LEMON POLICY:If Your Covered Product has two (2) service repairs completed for the same problem and a third (3rd) repair is needed for the same problem, within any twelve (12) month period, the Covered Product will be replaced with a comparable product or a cash settlement will be providedThe cost of the replacement will not exceed Your Product’s original purchase price."At this time the consumer will need to send the laptop in for repairs to be completed by our repair centerIf the technician deems the laptop to be "beyond economical repair' then we'll do a reimbursement of the item price Unfortunately, since the consumers issues are similar and not the same, we're unable to provide a cash settlement or replacement
Complaint: [redacted] I am rejecting this response because: they don't have the itemInform they already sent it backnfor the third time and it will not syncThey are not honoring my claimThey've tried to fix it three times.Sincerely,Sara ***
We are sorry for any confusion experienced during the claim process Unfortunately, Squaretrade does not process alternate resolutions due to delayed repairsFurthermore, our depot has stated they would be able to repair the device and have it en route to the consumer by [redacted] We apologize for any delays experienced, we have refunded the consumer half of their warranty price along with the deductible cost for this claim Moving forward, we will be allowing our depot to complete the repair as per our terms and conditions, "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."
We apologize for any inconvenience that the consumer might have experienced during the replacement process. The customer was contacted by one of our Resolutions Specialist and have informed the customer that we are waiting for the video to move forward with an appropriate resolution. Customer was satisfied and thanked us for reaching out to him.
We apologize for any inconvenience that the consumer might have experienced during this process. As of today 2/8/2017 the consumer has been reached out to with a favorable resolution to this complaint. The consumer is happy and this case has been bought to a successful resolution!
Complaint: [redacted] I am rejecting this response because: Thank you for taking the time to respond. However, it seems that you have misunderstood my concern. I understand that you do not cover cosmetic damage and I would not expect you to cover that as no warranty does. However, when I have paid for a warranty and I am sent an item as a “replacement” that looks as though the charger will catch fire since there are multiple kinks in the wiring, it causes concern. I am sure anyone else would agree. The [redacted] itself is also not “of equal features and functionality” since it seems to have many glitches and is not working as well as mine previously did. This is why I am expressing concern. I really do not appreciate paying for a warranty and being sent a used device that seems as though it was purchased used from an online site. The customer service was also terrible when I finally was able to reach someone on the phone. I was told that since my warranty was expired by only a few days, they could not even look it up. Mind you, the claim was filed within the warranty period so this should not be an issue as it was covered during the time of the claim. The representative told me that if it had been a few days earlier, they would have been able to provide reimbursement. At this point, something needs to be done to resolve this for me as I have been yanked around for far too long. I would like reimbursement for the purchase price of the device so I can by a new device rather than have a device that is not properly functioning. I do not believe that this is too much to ask for since I have paid for a warranty to cover the price of the item. Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device Since the consumer's device is not repairable, the claim will be paid out For the inconvenience the consumer experienced we are issuing a refund to the consumer for their warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will close this complaint once all payouts and refunds are finalized Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2015/12/30) */ The consumer confirmed as of 12/30/the reimbursement check has been received and the complaint is resolved
Complaint: [redacted] I am rejecting this response because: In early May ***, I first received a check for $ [redacted] as a courtesy for the delay and misinformationAfter that, I received a check for $ [redacted] dated May 8, [redacted] for the balance of the total warranty cost of $ [redacted] The last check I received was for $ [redacted] dated May 10, [redacted] and represented refund of the initial cost of the laptopI have not received the check for $ [redacted] representing refund of the copaymentYour response states the refund check was processed on 5/4/ [redacted] and that if I have not received this then they will process a replacementIn addition to the $ [redacted] refund, I request a response that states Squaretrade "has" processed a replacement Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This television was not bumped, dropped or damaged as they have suggested I moved to **ah in May [redacted] from [redacted] , [redacted] the television was properly protected and transferred to our current address along with all our belongings Had it been damaged it would have occurred then b [redacted] it was properly taken from one residence to the other witho [redacted] damage The television has been stationary since then on a entertainment center and has been functioning properly until recently The television has no scratches or cracks which would indicate any such damage has occurred The television has been in one spot since we arrive because that is the only wall with the proper connections The has never been an accident with this television My son is totally disabled He has muscular dystrophy which is rapidly progressing The television is the only source he has to the o**side world To suggest that we would deliberately lie or deny any accidental damages on the television is an insult I have served this country honorably for over years I am a retired police office and retired Drug Enforcement Officer Integrity and honesty are our core values as we serve our communities I cannot believe that the company can suggest that the only way for the television to have developed the cloud in the screed would be as suchI do not accept that the television was not faulty from the day they delivered it in Arizona and perhaps it has taken up to now for the cloud to develop in the screen How do I know that their transporters didn't bump or drop the television before delivering it and failed to say anything in hopes that the television would not result in damages Whose to say that is the one and only way the cloud could occurI can say witho [redacted] a doubt and on a lie detector that the television has never been accidently dropped, bumped or damaged while in my possession I can say the television has functioned properly until nowI believe the television has been faulty since they first brought it to me I don't know if it happened in the warehouse or the truck or their store I know the faulty cloud did not prevail itself until nowI want a product that functions properly for the duration of warranty and extended warranty and I expect company to take responsibility for their faulty equipment I don't know that the cloud has only one way of manifesting itself on the screen I believe something is wrong with the product and they need to honor their warranty Sincerely, [redacted]
We are sorry the consumer had issues with the their device.After reviewing the consumer's account, the 2-business days does not start until the day the item is received, excluding weekends and holidaysThe parts needed to repair the product were not available causing the laptop to be irreparable We will be reimbursing the consumer for the cost of the product
Complaint: [redacted] I am rejecting this response because there is nocommunicationn from squaretradeNo one calls me...no one replyto my emailsI got an email asking me ro send my projector again, but with No reason why...I sent emails asking why they want me to send my projector 3rd time whereas twice they returned without fixing it, in fact they kept my boxIt seems they respond faster on Revdex.com Anyway, now when I proved them wrong and a bunch if dishonest people, they stoooed responding and I am not at all xonfident with their technician I want squaretrade to send me check for the repair work for which I sent them a quote OR reolacemy projector.Sincerely,Kiran [redacted]
We are sorry for any issue the consumer experienced with their device.As it turns out, we are unable to service any mobile phone without the devices IMEI number.We do want to apologize for any miscommunications regarding this informationSquaretrade does not recommend nor condone repairing or tampering with a device unless you are a certified technicianAt this point, our management has offered multiple resolutions to the consumer such as taking the phone to a local repair shop or calling the service provider but all were declinedMoving forward we would be unable to service the device without the IEMI number
We apologize for the confusion the consumer encountered Contractually, our agreement with our partner, in this case [redacted] are that all cancellation requests must be performed from their organization We please ask that, the consumer contact [redacted] to resolve their concerns
We apologize for any difficulty experienced with this claim, any any misunderstanding regarding our warranty policies In this situation the consumer's claim was initially approved on the wrong warranty, and once we determined which policy was correct it was found that policy expired on 6/26/ Squaretrade protection plans begin on the date the covered item is purchased and is inclusive of the manufacture's warranty periodInformation regarding this is listed beneath the "Things to Know" section on the sales page, as well as within the terms and conditions of this consumer's policyWe apologize if this was misinterpreted in any way as it is not our intent, and have attached a screenshot from the terms and conditions verifying this information
Initial Business Response / [redacted] (1000, 6, 2015/12/14) */ We apologize for the issues the consumer experienced. The consumer has been contacted via email and phone to resolve the complaint. Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response... from the business.) I have been contacting them frequently and it wasn't until I filed the complaint that they decided to file and approve the claim. Going back and forth with them was very frustrating. I have received an email confirmation saying the claim has been approved and I am receiving reimbursement. The issue with the claim has been handled but I do not think the company in any means was helpful and customer service originated.
We are sorry for any issue the consumer experienced with their device. According to our records, the TV replacement team sent a detailed email advising why we are unable to provide a 3D television. The main reason is most manufacturers stopped making these set around ***. Since Squaretrade... attempts to match replacement TV's spec for spec, when features are no longer available, alternate features are upgraded to compensate. Since the consumer's main concern is maintaining 3D capabilities and Squaretrade is unable to locate a TV's within the consumer price range with these specs, we will be providing a reimbursement instead. We have sent the consumer the necessary paperwork via email to progress with this resolution. We appreciate the consumer reaching out and voicing their concerns so we can assist.
We are sorry for any issues the consumer had with their deviceSquaretrade has called the customer and left voicemail requesting the necessary information to locate the consumers account We have sent a follow up email with direct contact information for the consumer to reach out Currently, we are unable to proceed until we have the necessary information to located the consumer's account