We are sorry for any issues the consumer had with their deviceThe consumer's warranty contract states, SquareTrade "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." Also in the warranty contract the coverage amount is defined as "purchase price of the covered product."We have reached out to the consumer after being unable to locate their account with the information provided on the Revdex.com At this point we would only be able to reimburse the consumer for the purchase price reflected on their proof of purchase
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.
Complaint: [redacted] I am rejecting this response because the device couldn't have been damaged in transitThe device had mechanical malfunctions such as the fingerprint scanner not working I need a laptop for a new job I am starting and haven't been able to come in for two days! Tomorrow I'm gonna go and buy a laptop because I am impatient Sincerely, [redacted] ***
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 apologize for any difficulty experienced with the purchasing of our warranty We were unable to pull up the relevant customer account using the information provided in this complaintWe have since reached out to the customer requesting additional warranty and contact details, and once this is provided we will follow up with the consumer to provide additional assistance or clarificationOur warranty contracts are available to be sent to the consumer via an email or hard copy upon request, as well as being listed on www.squaretrade.comWe apologize we cannot provide more specificity in our response, and will follow up once we are provided the account information
We are sorry for any issues the consumer had with their deviceSquareTrade has verified the consumers contact information and sent out another check for reimbursement
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
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 me I expect this check to be expedited to me and the merchant provide a tracking number If it is not received in a timely fashion, I will re-visit this claim.Sincerely, [redacted] ***
Final Consumer Response / [redacted] (2000, 6, 2015/09/16) */ I spoke with [redacted] yesterday and we were able to resolve the situation and I received a full refund
Complaint: [redacted] I am rejecting this response because: the only reason they finally honored the warranty was when I filed a Revdex.com complaint and I demanded a refund They make it sound like it was an easy fixI had to call their company several times It went over their days as guaranteedI got no satisfaction until the complaint was filed Had I not continually rejected their offer for a refund of on the warranty and filed the complaint I would still be waiting on a solution.Sincerely, [redacted] ***
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 meProvided it is followed throughI have had several instances where they told me they were going to do something to resolve this issue and then nothing ever happens, and when I call them to find out what is going on I get the runaroundHowever, this is all I have wanted since this started almost a year ago.Sincerely, [redacted]
We apologize to the consumer for the delays.We have gone ahead and processed the refund on the warranty & deductible and the consumer should be receiving within 7-business daysWe have also started the process on the reimbursement of the stated amountThe we have sent the consumer information on how to complete this process
We are sorry for any issues the consumer had with their deviceBefore a replacement TV is sent out to the consumer they receive a replacement offer email The replacement email is to inform the customer of the model and specifications of the TV SquareTrade is offering for replacement Our replacement email states "NEXT STEPS: Please reply to this email and confirm your name and shipping address so we can get your new TV to you within 7-business days." Once the address is confirmed on that replacement offer the TV mentioned in that offer is ordered and shipped The consumer is able to reply to the replacement offer stating they are not willing to accept that TV as a replacement The consumer stated they have documentation stating a "NO Like" policy that we at SquareTrade are not aware of We have sent the consumer an email to be reply to with copies of the documentation for review
Complaint: [redacted] I am rejecting this response because: I was never offered the option to remedy thisOriginally I was offered to be reimbursed, but was concerned with about another cheap replacement when there was nothing wrong with my charger to begin withI was also told multiple times that I was the person in the wrong and was not going to be reimbursed for the charger so why would I try to submit a receipt that I was told would not be coveredI have contacted [redacted] and they are replacing the name brand charger at no out of pocket cost to meAs a consumer, the correct response from the company should have been to replace the charger in the first place and not to inconvenience the customer by having to replace the charger myself and be reimbursed I think its actually funny that they are saying that they tried to remedy the situation when in fact they did the opposite and told me they weren't going to do anything and that the situation had been "rectified" on their endI want other people who are contemplating buying a warranty from them to know that they are shady and will only try to remedy the situation if you file a Revdex.com complaintThey should not have a A rating as most of the review talk badly about the companySincerely, [redacted]
complaint: [redacted] I am rejecting this response because: I still have not received promised payment and I don't trust anyone at this company any further than I can throw themClaim will be accepted if/when squaretrade follows through with anything they have promised Sincerely, [redacted]
We are sorry for the issues the consumer had with their device It appears the consumer began to have issues with their device during what generally would be the manufactures warranty time According to the customers service agreement for items covered by a Manufacture's warranty: "First, we'll locate the manufacturer's contact information to help you file a claim If the manufacturer replaces or repairs your item, we'll cover the repaired or replaced itemIf the manufacturer refuses to honor their warranty because they consider your item purchased from an unauthorized retailer, we'll still cover you." SquareTrade's standard protection plans are intended to be used after the manufacture's warranty has expired or in the event the manufacture could not cover the issue It appeared at the time of filing the claim the consumers item fell under manufactures warranty and SquareTrade requested documentation to show other wiseWe have since reimbursed the consumer the cost of their item
We are sorry for any issues the consumer had with their deviceLooking into the consumers account, we have dispersed a check to the consumer for part of their reimbursement After reviewing the invoice and work order authorization from apple we have reached out to our accounting department to process a check for the remaining amount
The consumer was never instructed to purchase a new phone & claim was never approved for replacementUnfortunately we are unable to make an exception to payout the customer for the device as the device is irretrievablePer terms & conditions, we do not cover devices that are lost, stolen or irretrievable
Revdex.com 11469638We are sorry for any issues the consumer had with their deviceAfter looking into the consumers account it appears their were issues receiving documentation for the repairs to their device With a Local Repair it is necessary that we receive an invoice for the repairs to verify we are reimbursing the correct amount At SquareTrade we have several avenues in place to submit a repair invoice A consumer can submit an invoice via standard mail, fax, or by email, which is recommended An attempt has been made to reach out to the consumer for a copy of the invoice to proceed with reimbursement
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We are sorry the consumer had issues with their device The payment for $was for a refund of the warranty based on our repair guarantee and not a payout of the deviceWe have resent that check and have sent a check in the amount of $for the payout of the device Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any issues the consumer had with their deviceThe consumer's warranty contract states, SquareTrade "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." Also in the warranty contract the coverage amount is defined as "purchase price of the covered product."We have reached out to the consumer after being unable to locate their account with the information provided on the Revdex.com At this point we would only be able to reimburse the consumer for the purchase price reflected on their proof of purchase
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.
Complaint: [redacted] I am rejecting this response because the device couldn't have been damaged in transitThe device had mechanical malfunctions such as the fingerprint scanner not working I need a laptop for a new job I am starting and haven't been able to come in for two days! Tomorrow I'm gonna go and buy a laptop because I am impatient Sincerely, [redacted] ***
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 apologize for any difficulty experienced with the purchasing of our warranty We were unable to pull up the relevant customer account using the information provided in this complaintWe have since reached out to the customer requesting additional warranty and contact details, and once this is provided we will follow up with the consumer to provide additional assistance or clarificationOur warranty contracts are available to be sent to the consumer via an email or hard copy upon request, as well as being listed on www.squaretrade.comWe apologize we cannot provide more specificity in our response, and will follow up once we are provided the account information
We are sorry for any issues the consumer had with their deviceSquareTrade has verified the consumers contact information and sent out another check for reimbursement
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
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 me I expect this check to be expedited to me and the merchant provide a tracking number If it is not received in a timely fashion, I will re-visit this claim.Sincerely, [redacted] ***
Final Consumer Response / [redacted] (2000, 6, 2015/09/16) */ I spoke with [redacted] yesterday and we were able to resolve the situation and I received a full refund
Complaint: [redacted] I am rejecting this response because: the only reason they finally honored the warranty was when I filed a Revdex.com complaint and I demanded a refund They make it sound like it was an easy fixI had to call their company several times It went over their days as guaranteedI got no satisfaction until the complaint was filed Had I not continually rejected their offer for a refund of on the warranty and filed the complaint I would still be waiting on a solution.Sincerely, [redacted] ***
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 meProvided it is followed throughI have had several instances where they told me they were going to do something to resolve this issue and then nothing ever happens, and when I call them to find out what is going on I get the runaroundHowever, this is all I have wanted since this started almost a year ago.Sincerely, [redacted]
We apologize to the consumer for the delays.We have gone ahead and processed the refund on the warranty & deductible and the consumer should be receiving within 7-business daysWe have also started the process on the reimbursement of the stated amountThe we have sent the consumer information on how to complete this process
We are sorry for any issues the consumer had with their deviceBefore a replacement TV is sent out to the consumer they receive a replacement offer email The replacement email is to inform the customer of the model and specifications of the TV SquareTrade is offering for replacement Our replacement email states "NEXT STEPS: Please reply to this email and confirm your name and shipping address so we can get your new TV to you within 7-business days." Once the address is confirmed on that replacement offer the TV mentioned in that offer is ordered and shipped The consumer is able to reply to the replacement offer stating they are not willing to accept that TV as a replacement The consumer stated they have documentation stating a "NO Like" policy that we at SquareTrade are not aware of We have sent the consumer an email to be reply to with copies of the documentation for review
Complaint: [redacted] I am rejecting this response because: I was never offered the option to remedy thisOriginally I was offered to be reimbursed, but was concerned with about another cheap replacement when there was nothing wrong with my charger to begin withI was also told multiple times that I was the person in the wrong and was not going to be reimbursed for the charger so why would I try to submit a receipt that I was told would not be coveredI have contacted [redacted] and they are replacing the name brand charger at no out of pocket cost to meAs a consumer, the correct response from the company should have been to replace the charger in the first place and not to inconvenience the customer by having to replace the charger myself and be reimbursed I think its actually funny that they are saying that they tried to remedy the situation when in fact they did the opposite and told me they weren't going to do anything and that the situation had been "rectified" on their endI want other people who are contemplating buying a warranty from them to know that they are shady and will only try to remedy the situation if you file a Revdex.com complaintThey should not have a A rating as most of the review talk badly about the companySincerely, [redacted]
complaint: [redacted] I am rejecting this response because: I still have not received promised payment and I don't trust anyone at this company any further than I can throw themClaim will be accepted if/when squaretrade follows through with anything they have promised Sincerely, [redacted]
We are sorry for the issues the consumer had with their device It appears the consumer began to have issues with their device during what generally would be the manufactures warranty time According to the customers service agreement for items covered by a Manufacture's warranty: "First, we'll locate the manufacturer's contact information to help you file a claim If the manufacturer replaces or repairs your item, we'll cover the repaired or replaced itemIf the manufacturer refuses to honor their warranty because they consider your item purchased from an unauthorized retailer, we'll still cover you." SquareTrade's standard protection plans are intended to be used after the manufacture's warranty has expired or in the event the manufacture could not cover the issue It appeared at the time of filing the claim the consumers item fell under manufactures warranty and SquareTrade requested documentation to show other wiseWe have since reimbursed the consumer the cost of their item
We are sorry for any issues the consumer had with their deviceLooking into the consumers account, we have dispersed a check to the consumer for part of their reimbursement After reviewing the invoice and work order authorization from apple we have reached out to our accounting department to process a check for the remaining amount
The consumer was never instructed to purchase a new phone & claim was never approved for replacementUnfortunately we are unable to make an exception to payout the customer for the device as the device is irretrievablePer terms & conditions, we do not cover devices that are lost, stolen or irretrievable
Revdex.com 11469638We are sorry for any issues the consumer had with their deviceAfter looking into the consumers account it appears their were issues receiving documentation for the repairs to their device With a Local Repair it is necessary that we receive an invoice for the repairs to verify we are reimbursing the correct amount At SquareTrade we have several avenues in place to submit a repair invoice A consumer can submit an invoice via standard mail, fax, or by email, which is recommended An attempt has been made to reach out to the consumer for a copy of the invoice to proceed with reimbursement
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ We are sorry the consumer had issues with their device The payment for $was for a refund of the warranty based on our repair guarantee and not a payout of the deviceWe have resent that check and have sent a check in the amount of $for the payout of the device Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)